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Mitel 5212 IP Phone Telephone User Manual

1. For example to enter May 31 you could use the following sequence 1 o Noa PF YD In Alpha Mode 35 Message button is lit press 6 once to enter an M Press 2 five times to enter an a Press 9 eight times to enter a y Press w s2 Transfer to enter a space Press Message to switch to Numeric Mode Press 3 Press 1 Press qq Speaker ft or lift the handset to save the entry Mitel 8520 Telephone User Guide Issue 14 June 2010 Page 11 Personalizing Your Phone The following tables show the dialpad characters for the Mexican Spanish and Japanese languages Dialpad Characters Mexican Spanish Number of Times Dialpad Button is Pressed Button 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 1 amp 1 2 A B C 2 A b C 3 D E F 3 D e f 4 G H 4 G h i 5 J K L 5 J k 6 M N O 6 M n o 7 P Q R S 7 p q r s 8 T U V 8 T u V 9 W X Y Z 9 w x y Zz 0 0 Dialpad Characters Japanese Katakana Number of Times Dialpad Button is Pressed Button 1 2 3 4 5 6 7 1 A U E O a 1 2 KA KI KU KE KO i 2 3 SA SHI SU SE SO u 3 4 TA CHI TSU TE TO e 4 5 NA NI NU NE NO O 5 6 HA HI FU HE HO tsu 6 7 MA MI MU ME MO ya 7 8 YA YU YO yu 8 9 RA RI RU RE RO yo 9 0 WA WO N pa ba lg 0 Page
2. Personalizing Your Phone Feature Page Code New Code Message Cancel Left Message 46 366 Message Delete Message 46 368 Message Leave Message 45 367 Message View or Send Message 46 365 Microphone Mute On Off 30 314 Page 49 7 Page Receive On Off 49 325 Program Buttons 13 397 Program Station Password 39 392 Programmable Buttons Return to Default 17 395 Queue Callback Request 21 6 Record A Call 37 385 Redial 23 380 Redirect Call 20 331 Reminder Message 48 305 Reminder Message Cancel 48 306 Remote Programming 39 359 Reverse Transfer Call Pick Up 31 4 Ring Intercom Always On Off 29 377 Ring Tone Selection 9 398 Station Monitor 53 321 Station Speed Dial 24 382 Station Speed Dial Programming 24 383 Steal Call 53 387 System Forward Off 33 353 System Forward On 33 352 System Forward On Off 33 354 System Speed Dial 24 381 Switch Keymap 17 399 Transfer To Hold 31 346 Transfer To Ring 31 345 View Programmable Button Assignments 17 396 Page 16 Mitel 8520 Telephone User Guide Issue 14 June 2010 Personalizing Your Phone Viewing Button Assignments You can view programmable button key feature assignments To view button assignments 1 With the handset on hook dial 396 PRESS THE KEY TO REVIEW appears 2 Press any of the feature buttons to display the assignment
3. to scroll through the messages e Enter the two digit number for the DND message 2 If applicable enter the additional text for the DND description 3 Press amp Speaker or lift and replace the handset Placing a Page Announcement 1 Press the PAGE button 2 Enter the page zone number 0 to 9 3 After the tone make your announcement and then hang up Mitel 8520 Telephone User Guide Issue 14 June 2010 Notice This guide is released by Mitel Networks Corporation and provides information necessary to use the 8520 Telephone The guide contents which reflect current Mitel standards are subject to revision or change without notice Some features or applications mentioned may require a future release and are not available in the initial release Future product features and applications are subject to availability and cost Some features or applications may require additional hardware software or system administrator assistance For sales service or technical support contact your local authorized provider Enter provider information above If you do not know the contact information for your local provider use the Partners link at the top of the Mitel home page www mitel com to find a location near you If you have any questions or comments regarding this user guide or other technical documentation contact the Technical Publications Department USA at tech pubs mitel com Mitel is a registered tra
4. 3 Press or I Speaker to exit Resetting Programmable Buttons You can reset all buttons keys that you have programmed to the default assignments Resetting the programmable buttons does not reset button assignments programmed by the system administrator To reset the feature buttons to the default values With the handset on hook dial 395 FEATURE KEYS DEFAULTED appears Resetting the Telephone to the Default Settings Resetting the telephone to the default settings does the following e Returns all volume settings to the default levels See Changing Volume Levels on page 9 e Cancels Background Music See Listening to Background Music on page 10 e Cancels Callback queue requests See Requesting a Callback Queuing the Phone on page 21 e Restores Handsfree Mode Using Handsfree Mode on page 29 e Cancels Manual Call Forwarding See Manual Call Forwarding on page 33 e Cancels System Forwarding See System Forwarding on page 33 e Cancels Do Not Disturb DND See Using Do Not Disturb DND on page 47 e Restores Page settings See Paging Other System Users on page 49 e Resets hunt group calls See Hunt Groups on page 51 To reset your telephone to the default settings Dial 394 STATION DEFAULTED appears Switching Keymaps Keymaps are the default button assignments on your telephone Your system administrator may have programmed an alternate keymap allowing you to switch between keymap a
5. A Call Using Group Listen cere ERR er IG e rers Using Call Logging ssh RR x RR EE RR RR xn Using Secondary Extension Buttons Using Configuration Assistant Changing Your Station Password Accessing Configuration Assistant Changing the Dynamic Extension Express Settings Changing the DND Settings Changing the Manual Call Forwarding Settings Using Remote Programming Changing the Dynamic Extension Express Settings Changing the DND Settings Changing the Manual Call Forwarding SettingS Changing Your Station Password Messages Contents Using Messages Leaving Messages at Other Extensions Viewing and Responding to Messages Canceling Messages Left at Other Extensions Deleting Waiting Inter Station Messages Using Do Not Disturb DND Using Reminder Messages Paging Other System Users Placing a Page Announcement Enabling or Dis
6. June 2010 Answering and Placing Calls Placing Calls The following instructions describe how to place calls and related features Placing Emergency Calls Contact your system administrator and your local Mitel provider for important information about dialing emergency services before using your telephone When dialing an emergency number 911 U S or 999 112 Europe you do not have to press the Outgoing button or enter the Outgoing Call access code 8 is the default code The system automatically places emergency calls immediately after you dial the number even if you do not select an outside line Placing Internal Calls Internal calls are calls placed to other extensions in the system Internal calls are assigned to the Intercom IC button on your telephone Contact your system administrator for a list of extension numbers To place an internal call With or without the handset lifted dial the extension number If you enter incorrect digits you can press the MUTE button to move the cursor backward deleting the last digits entered If you are using Handsfree Mode speak after you hear a double tone If there is no answer or if the extension is busy you can do the following e Request a callback queue See Requesting a Callback Queuing the Phone on page 21 e Camp on to the busy extension See Using Camp on on page 21 e Leave a message See Leaving Messages at Other Extensions on page 45 Reque
7. Station Speed Dial numbers you must manually store numbers in the Station Speed Dial bins 0 to 9 See Storing Station Speed Dial Numbers on page 24 To program a Station Speed Dial button 1 2 3 4 With the handset on hook dial 397 PRESS THE BUTTON TO PROGRAM appears Press the feature button that you want to program as a speed dial button Dial 382 Do one of the following e Press LO Up or LI Down to scroll through the speed dial bin e Enter the speed dial bin 0 to 9 To program a System Speed Dial button 1 2 3 4 Page 26 With the handset on hook dial 397 PRESS THE BUTTON TO PROGRAM appears Press the feature button that you want to program as a speed dial button Dial 381 Do one of the following e Press LO Up or LI Down to scroll through the speed dial location e Enter the speed dial location 000 to 999 or 0000 to 4999 Mitel 8520 Telephone User Guide Issue 14 June 2010 Answering and Placing Calls Using the Directory You can use the Directory to find internal or external contacts or find and activate system features The directory uses Intelligent Directory Search IDS which is similar to the text on 9 keys T9 predictive search feature used for mobile phones The Directory has the following three subdirectories e Intercom Find and dial internal numbers e Outside Find and dial external numbers listed in the company directory e Feature Find and activate system feat
8. a conference Press the CNF button or S Hold and then hang up ENTER EXTENSION NUMBER appears This removes you from the conference but leaves the other parties connected To return to the conference Press the flashing CALL button CONFERENCE WAS HOLDING appears and you are reconnected to the conference Page 36 Mitel 8520 Telephone User Guide Issue 14 June 2010 Call Features Ending a Conference and Placing all Parties on Hold You can end a conference and place all conference parties on Individual Hold allowing you to toggle between the held parties and speak to one party at a time To end a conference and place all parties on Individual Hold Press the CNF button and then press Hold CONFERENCE PARTIES ON HOLD appears To toggle between the held callers Press Hold twice for internal parties or the flashing CALL button for external parties Using Record A Call You can use Record A Call to record an ongoing call as a mailbox message You can then retrieve the message from your voice mailbox The Record A Call feature stays active after the other party hangs up so you can add to the recorded call with your own message NOTE Record A Call is not supported on peer to peer P2P calls Contact your system administrator for more information To use Record A Call 1 While on a call press ODO Special and then dial 385 to turn Record A Call on REQUESTING RECORD A CALL appears 2 Enter the voic
9. button to answer calls transferred to your extension Transferring Calls to Other Extensions To transfer a call to another extension 1 While on the call press the TRANSFER button and then enter the extension number 2 Do one of the following e Wait for an answer announce the call and then hang up If the extension is unavailable press the flashing IC or CALL button to return to the caller e Hang up to transfer the call and disconnect the call from your telephone Transferring Calls to External Numbers To transfer a call to an external number 1 While on the call press the TRANSFER button 2 Press OUTGOING or the Outgoing Call access code the default code is 8 to select an outside line 3 Dial the phone number Do one of the following e Wait for an answer announce the call and then hang up If the extension is unavailable press the flashing CALL button to return to the caller e Hang up to transfer the call and disconnect the call from your telephone Using Reverse Transfer You can use Reverse Transfer Call Pick Up to answer calls that are ringing or holding at other extensions For example if you receive a call while you are away from your desk you can pick up the call from another extension To use Reverse Transfer 1 Lift the handset and then press 4 ENTER EXTENSION NUMBER appears 2 Dial the extension or hunt group number or press a DSS BLF key where the call is ringing or holding The call
10. calls Hunt Group Supervisor Features The following features can be used by hunt group supervisors only Accepting or Rejecting Agent Help Calls Supervisors can accept or reject Agent Help calls To accept an Agent Help request Answer as usual Your microphone is automatically muted To reject an Agent Help request Dial 376 AGENT HELP REJECTED appears Monitoring Calls You can use Station Monitor to connect to a hunt group call and hear both parties but you cannot be heard by either one Station Monitor stops if the hunt group member terminates or transfers the call You can barge in to or steal monitored calls as described below You can also record the call See Using Record A Call on page 37 for more information about recording calls NOTE Station Monitor is not supported on peer to peer P2P calls Contact your system administrator for more information To use Station Monitor Dial 321 and then enter the extension number MONITORING EXT number appears Monitored hunt group members may hear an activation tone when the feature is activated Stealing Hunt Group Calls While monitoring a hunt group call you can steal the call from the hunt group member which disconnects the call from the agent and transfers the call to your extension To steal a hunt group call Dial 387 CALL STOLEN FROM EXT number appears Mitel 8520 Telephone User Guide Issue 14 June 2010 Page 53 Hunt Groups Using
11. the handset between your neck and shoulder If you frequently use the telephone you might find a headset more comfortable See Headset Instructions on page 7 Adjust the viewing angle The built in stand tilts to give you a better view of the buttons See Adjusting the Viewing Angle on page 9 Protect your hearing Because prolonged exposure to loud sounds can contribute to hearing loss keep the volume at a moderate level You can adjust the volume levels of the handset receiver or headset See Changing Volume Levels on page 9 Mitel 8520 Telephone User Guide Issue 14 June 2010 Getting Started Headset Instructions When using a headset press Speaker to connect to or disconnect from calls If you have both a headset and a handset connected to your telephone and you are using the headset you can quickly transfer audio to the handset by lifting the handset from the cradle Press P Speaker to transfer the call back to the headset before replacing the handset in the cradle The headset must be hearing aid compatible HAC NOTES f your headset has a power saver mode make sure the system administrator has enabled the Headset Connect Tone feature If this is not enabled you may miss the first few seconds of an incoming call To connect and activate the headset 1 Insert the headset jack into the Headset port located on the back of the telephone See Phone Signals on page 6 2 Dial 317 to turn the headse
12. to 4999 3 Press to dial the number Using Station Speed Dial You can use Station Speed Dial to store phone numbers for your personal use Other system users do not have access to your Station Speed Dial numbers Storing Station Speed Dial Numbers You can store up to 10 Station Speed Dial numbers To store a Station Speed Dial number 1 With the handset on hook dial 383 PROGRAM STN SPD 0 9 OR SCROLL appears 2 Do one of the following e Press LO Up or LI Down to scroll through the speed dial bins e Enter the speed dial bin 0 to 9 3 Press to select the bin Enter the name of the speed dial contact up to 16 characters For dialpad character descriptions see Using the Dialpad Buttons to Enter Characters on page 11 5 Press H to save the name Enter the extension number or external number If you are storing an external number enter the Outgoing Call access code the default code is 8 before you enter the number Do not use hyphens or colons in stored speed dial numbers 7 Press to save the location STN SPD BIN number UPDATED appears Page 24 Mitel 8520 Telephone User Guide Issue 14 June 2010 Answering and Placing Calls Dialing Station Speed Dial Numbers To dial a Station Speed Dial number Do one of the following e Dial 382 and then enter the Station Speed Dial bin 0 to 9 The system dials the number e Press LO Up or LI Down to scroll through the speed dial bins and then pr
13. where you left the message MESSAGE CANCELED FOR name appears Deleting Waiting Inter Station Messages You can delete waiting inter station messages NOTE To delete waiting voice messages you must connect to your voice mailbox To delete waiting inter station messages 1 Press MSG MSG message information appears 2 Press to delete the displayed message Page 46 Mitel 8520 Telephone User Guide Issue 14 June 2010 Messages Using Do Not Disturb DND You can use Do Not Disturb DND to stop calls and pages to your extension When activated internal calling parties see your selected DND message DND does not block queue callbacks recalls and incoming external calls The following table shows the 20 default DND messages If your system administrator changes your DND messages you can record the new messages in the New Message column for reference Code Default Message New Message Code Default Message New Message 01 Do Not Disturb 11 Out of Town Til 02 Leave a Message 12 Out of Office 03 In Meeting Until 13 Out Until 04 In Meeting 14 With a Client 05 On Vacation 15 With a Guest Holiday Til 06 On Vacation 16 Unavailable Holiday 07 Call Me At 17 In Conference 08 At the Doctor 18 Away from Desk 09 Ona Trip 19 Gone Home 10 On Break 20 Out to Lunch You can enter a second line of text up to 20 character
14. 12 Mitel 8520 Telephone User Guide Issue 14 June 2010 Personalizing Your Phone Using Programmable Buttons For quick access you can assign feature codes extensions speed dial numbers trunks or other resources to your programmable buttons You can then press the programmed buttons to activate features or place calls See Default Access Codes and Default Feature Codes on page 14 for code lists You cannot reprogram the default button assignments See Programmable Buttons on page 4 To program a button With the handset on hook dial 397 2 Pressthe button that you want to program If the button is e not programmed UNDEFINED KEY appears e programmed the feature or extension programmed for the button appears e not programmable NON PROGRAMMABLE KEY appears 3 Enter the feature code extension number station speed dial number or system speed dial number to be assigned to the button To assign speed dial numbers to programmable buttons see Assigning Speed Dial Numbers to Programmable Buttons on page 38 Before or after assigning the speed dial number to a programmable button make sure the speed dial number has either a Station Speed Dial bin or System Speed Dial location assigned to it For System Speed Dial numbers numbers are pre assigned to the System Speed Dial locations 000 to 999 NOTE or 0000 to 4999 by your system administrator Therefore you just need to choose a System Speed Dial location that you wa
15. 13 Call Accounting 04 Cancel Meeting 14 Cancel DND 05 Appointment 15 Cancel Call Fwd 06 Place Call 16 Take Medication 07 Call Client 17 Make Reservation 08 Call Customer 18 Review Schedule 09 Call Home 19 Lunch 10 Call Corporate 20 Reminder To set a Reminder message 1 2 Do one of the following With the handset on hook dial 305 SELECT REMINDER MESSAGE 01 20 appears e Press LO Up or LI Down to scroll through the messages e Enter the two digit number for the Reminder message from the previous table 3 Press to select the message 4 Enter the time you wish to receive the message in hours and minutes for example 0900 or 900 for 9 00 and then press The display shows the Reminder message state If your system is set for 24 hour format enter the applicable time 1400 2 00 P M If your system is set for 12 hour format press 1 for A M or 2 for P M To cancel all Reminder message requests With the handset on hook dial 306 REMINDER MSGS CANCELED appears To clear a received Reminder message Page 48 With the handset on hook press Mitel 8520 Telephone User Guide Issue 14 June 2010 Messages Paging Other System Users You can place page announcements through phone speakers or external speakers if applicable Your system may use page zones to prevent announcements from transmitting through every phone in the system Each page zone contains a differe
16. 398 2 Do one of the following to listen to or turn off ring tones e Press 0 to turn the ringer off e Press LO Up or LI Down or 1 to 9 to listen to ring tones 3 Press Speaker or lift and replace the handset to select the ring tone Mitel 8520 Telephone User Guide Issue 14 June 2010 Page 9 Personalizing Your Phone Adjusting the Display Contrast You can adjust the display Contrast setting To adjust the Contrast setting 1 While the handset is on hook dial 303 2 Do one of the following e Press mi Up or m Down to adjust the contrast e Press a number on the dialpad 1 7 lightest 8 darkest that corresponds to your desired contrast level 3 To save the setting press or P Speaker Listening to Background Music If your system is equipped with a music source you can listen to Background Music or system audio for example organizational conference calls through the external speaker To turn background music on or off Dial 313 to turn background music on BACKGROUND MUSIC ON appears Dial 313 to turn background music off Changing the Language Your system administrator can select two of the following languages as the primary and secondary languages to display text e American English e British English e Canadian French e Mexican Spanish e Japanese You can change the language by selecting the secondary language Contact your system administrator for more information To change t
17. 9 viewing 9 Audio Problems 56 Automatic access using 19 call access using 19 trunk answer using 20 Automatic Call Access 19 Automatic Trunk Answer 20 B Background Music listening 10 Barge In using 54 Button Assignments viewing 17 Buttons 5 C Call Forward Manual 33 System 33 using 33 Call Logging 38 Call Logs using 38 Callback requesting queuing the phone 21 Mitel 8520 Telephone User Guide Issue 14 June 2010 Index Caller ID Information displaying 32 viewing 32 Calls answering 19 camping on to phone 21 conference 36 placing 36 emergency placing 21 external 22 external placing 22 forwarding 33 internal 21 logs using 38 monitoring 53 muting the microphone 30 phone queuing for 21 picking up reverse transferring 31 placing 21 placing internal IC 21 recording 37 redirecting 20 stealing 53 transferring 31 waiting 19 Calls On Hold placing 30 Calls to External Numbers transferring 31 Calls to Other Extensions transferring 31 Camp On using 21 Characters entering dialpad 11 Codes account 28 default system access 14 feature default 14 Outgoing Call access 21 22 Comfort and Safety Tips 6 Conference dropping 36 transferring 36 Conference Calls adding a party to 36 dropping out of 36 ending 37 placing 36 transferring 36 Conference Party adding 36 Configuration Assistant accessing 39 Contact Information 55 Contrast changing 10 Page 59 Index D Default acc
18. Barge In While monitoring a hunt group call you can use Barge In to join the call Page 54 To monitor and or barge in on a call 1 To use the speakerphone While on hook dial 321 You hear a confirmation tone ENTER EXT TO MONITOR appears To use the handset Lift the handset and then dial 321 You hear a confirmation tone ENTER EXT TO MONITOR appears Dial the extension number or press the lit station speed dial or DSS BLF button of the station to be monitored You are automatically connected to the call MONITORING extension number appears While silent monitoring a call you have the following options e To barge in on a call dial 386 BARGE IN IN PROGRESS appears While on a call you can monitor record or steal the call by entering the appropriate feature code To return to silent monitoring of the call dial 386 again To record the call dial 385 e To record a call dial 385 MONITORING extension number appears While on a call you can monitor or steal the call by entering the appropriate feature code To stop recording the call dial 385 again e To steal a call dial 387 CALL STOLEN FROM extension number appears The hunt group member s display shows CALL STOLEN BY extension number After the supervisor steals the call the call becomes a regular call While on a call you can record the call by dialing 385 To join and record a call dial 386 and then dial 385 BARGE IN IN PROGRESS appears W
19. D status message When this option is selected Configuration Assistant first states whether DND is currently enabled or not for example Do Not Disturb is currently disabled and then offers the following DND functions o Enable only if DND is disabled o Disable only if DND is enabled Hang up or press the Star button to return to the main menu Mitel 8520 Telephone User Guide Issue 14 June 2010 Call Features Changing the Manual Call Forwarding Settings See Manual Call Forwarding on page 33 for more information about Manual Call Forwarding To change the Manual Call Forwarding settings using Configuration Assistant 1 Access Configuration Assistant as described in Accessing Configuration Assistant on page 39 2 Follow the voice prompts to change your manual call forwarding status on or off There is no option to provide a specific call forwarding condition such as no answer or busy When this option is selected Configuration Assistant first states whether call forwarding is currently enabled or not for example Call Forwarding is enabled and then offers the following forwarding functions e Forward calls to voice mail e Forward calls to an internal extension number e Forward calls to an external phone number you do not have to enter the Outgoing feature code 8 e Disable only if Call Forwarding is enabled 3 Hang up or press the Star button to return to the main menu Mitel 8520 Tele
20. Hunt Group Features 52 Outgoing Call Access Code 21 22 Outside Line Access Codes 14 P Page Announcement placing 49 Page Feature enabling or disabling 49 Paging enabling or disabling 49 other system users 49 using 49 Password Remote Programming changing 44 entering 39 Phone blank display 1 changing volume levels 9 comfort and safety 6 default settings returning to 17 error tones 6 features dialpad buttons 4 feature buttons 5 Ring Message Indicator 4 speaker 4 ring tone selecting 9 signals 6 viewing angle changing 9 Phone Signals 6 Phone to the Default Settings resetting 17 Programmable Buttons 4 13 resetting 17 resetting to default values 17 using 13 viewing button assignments 17 Page 61 Index R Record A Call using 37 Reminder Messages using 48 Remote Programming 39 42 change DND settings using 40 change DND settings using 43 change the password using 44 forward calls using 40 41 43 password changing 44 entering 39 Reverse Transfer 31 Reverse Transfer Call Pickup using 31 Ring Intercom Always using 29 Ring Message Indicator 4 Ring Tone changing 9 selecting 9 S Secondary Extension Buttons using 38 Settings returning to default 17 Signals phone 6 Speaker 4 Speaker external 4 Speakerphone description 4 Group Listen using 37 handsfree calls 29 Speed Dial 24 entries deleting 25 Station using 24 System using 24 using 24 Speed Dial Numbers to Programmabl
21. INAL tae ee ANG 28 Call Features 29 Using Handsfree Mode eiie eee rhon ee ee A SURE ARTE EROR RR nette 29 Enhanced Speakerphone Mode 29 Using Ring Intercom Always eseeee RI IIR IH mh hh 29 USING MUIE EPI 30 Placing Calls On Hold 2 ci sirsisisuicinsrcisisrirrerren ii natta areire snena 30 Entering a Hooktlas tcc sssaaa 2145 draa ee tee Ae ene eee E A ees 30 Transferring Calls 2 ssec A rr e eae a ee ee ess 31 Transferring Calls to Other Extensions 31 Transferring Calls to External Numbers lisse 31 Using Reverse Transfer hh s 31 Viewing Your System Information 32 Viewing Caller ID Information 32 Page vi Mitel 8520 Telephone User Guide Issue 14 June 2010 Forwarding Calls Manual Call Forwarding System Forwarding Using Dynamic Extension Express Placing Conference Calls Adding a Conference Party Transferring a Conference Dropping Out of a Conference Ending a Conference and Placing all Parties on Hold Using Record
22. Mode and Numeric Mode when entering dialpad characters FWD Forwards the call to the specified number Right forward when entering dialpad characters See Using the Dialpad Buttons to Enter Characters on page 11 ANSWER Answers calls OUTGOING Selects an outgoing line for external calls Mitel 8520 Telephone User Guide Issue 14 June 2010 Page 5 Getting Started Phone Signals The phone has several audio and visual signals to indicate feature activity The following are a few helpful tips Any buttons that are lit or blinking indicate call or feature activity All phone button lamps illuminate at the same time for a few seconds when the telephone is reset or powered on The following actions may cause an error tone o Pressing an invalid button combination o Selecting a restricted feature o Dialing a restricted or invalid number o Dialing too slowly between digits o Waiting too long before performing the next step To correct hang up and try again Many features time out if you wait too long before performing the next step If this happens you must start over Off hook means the handset is in use On hook means the handset is idle Comfort and Safety Tips Observe the following comfort and safety tips when using the telephone Page 6 Do not cradle the handset Prolonged use of the handset can lead to neck shoulder or back discomfort especially if you cradle
23. NK Trunk an outside line MISSED number Missed Calls Mitel 8520 Telephone User Guide Issue 14 June 2010 Page 3 Getting Started Message Indicator Lamp The Message Indicator lamp flashes or stays lit to indicate call message and feature activity See Using Messages on page 45 By default the Message Indicator lamp is lit when you receive new messages NOTE However this lamp can be programmed for other functions Contact your system administrator for more information Message Indicator lamp signals are described in the following table Message Indicator Lamp Signal Description Rapidly flashing You have an incoming call Slowly flashing You have a waiting message or callback message On You are on a call or using a feature Off Your telephone is idle Programmable Buttons Most of the buttons on your telephone are preprogrammed by the system administrator however you can program some of the telephone buttons for quick access to features or speed dial entries See Using Programmable Buttons on page 13 for instructions Dialpad Buttons Use the dialpad buttons to dial phone numbers enter feature codes and to enter characters when using features that require text input Speaker The speaker provides audio for handsfree calls and background music See Using Handsfree Mode on page 29 for information about handsfree calls See Listening to Background Music on page 10 for more
24. Telephone User Guide 8520 Telephone Quick Reference Guide This guide provides information for frequently used features For more information about these and other features refer to the user guide For voice mail information refer to the voice mail user guide for your system Commonly Used Feature Codes Contact your system administrator for more information about system features Feature Code Feature Buttons ACD Agent Log In Out 328 Most of the following feature codes work when your Automatic IC Call Access On Off 361 telephone is idle However if you are on an active call or if the telephone is off hook you may need to press Automatic Trunk Call Access On Off 360 OO Special to activate the feature before you enter Background Music On Off 313 the feature coda Call Forward All Calls 355 If you make a mistake when entering numbers or Call Logging 333 characters you can press the MUTE button to move the cursor to the left and delete the characters entered or Conference 5 you can press to cancel the feature Default Station 394 Directory 307 Button Action Display Time And Date 300 OO Activates features while on active calls Do Not Disturb On Off 372 PUR Provides volume control Dynamic Extension Express On Off 364 l Scrolls throu
25. abling the Page Feature Mitel 8520 Telephone User Guide Issue 14 June 2010 Page vii Contents Hunt Groups 51 Logging in to ACD Hunt Groups 51 Logging out of ACD Hunt Groups 52 Stopping the ACD Hunt Group Wrap up Timer 52 Other Hunt Group Features annn nnnn nnana 52 Requesting Agent Help 0 274 20 23 paa DENR red eg ke ER Ed Rer 52 Diverting Hunt Group Calls erei enn EER EEEE Ea 53 Hunt Group Supervisor Features 53 Accepting or Rejecting Agent Help Calls 53 Monitoring Call ressens Ens pte eot A et et PUE Ann 53 Stealing Hunt Group Calls anaana 53 Using Barg I sasssssaseshiates BR eae bee 54 Troubleshooting 55 Contact Information wo acia emu mr o Rm eg ms pente 55 Error Messages oss Sra bx dad 55 Troubleshooting TIPS ios sioe m RR bI i4 ED OR mg kr hr A a ERA 56 Index 59 Page viii Mitel 8520 Telephone User Guide Issue 14 June 2010 Getting Started Getting Started Welcome The instructions in this guide are for using the8520 Telephone on the Mitel 5000 Communications Platform CP The Quick Reference Guide located at the beginning of this guide is an overview of frequently used features Your telephone should be p
26. asily located by the user Use only Mitel approved power adaptors The handset supplied with the telephone is not certified for use with any other phone Use of the handset with any other phone may have the potential to cause hearing loss in the event of a lighting strike on the outside plant wiring Mitel 8520 Telephone User Guide Issue 14 June 2010 Page iii Notice to Canadian Customers The Class B digital apparatus complies with Canadian ICES 003 Notice to U S Customers This equipment has been tested and found to comply with the limits for a Class B digital device pursuant to Part 15 of the FCC Rules These limits are designed to provide reasonable protection against harmful interference in a residential installation This equipment generates uses and can radiate radio frequency energy and if not installed and used in accordance with the instructions may cause harmful interference to radio communications However there is no guarantee that interference will not occur in a particular installation If this equipment does cause harmful interference to radio or television reception which can be determined by turning the equipment off and on the user is encouraged to try to correct the interference by one or more of the following measures e Reorient or relocate the receiving antenna e Increase the separation between the equipment and receiver e Connect the equipment into an outlet on a circuit different from that to which
27. demark of Mitel Networks Corporation All other trademarks mentioned in this document are the property of their respective owners including Mitel Networks Corporation All rights reserved 2003 2010 Mitel Networks Corporation Personal use of this material is permitted However permission to reprint republish this material for advertising or promotional purposes or for creating new collective works for resale or redistribution to servers or lists or to reuse any copyrighted component of this work in other works must be obtained from Mitel Mitel 8520 Telephone User Guide Issue 14 June 2010 Pagei Important Safety Instructions and Precautions Remember the following safety guidelines when using the telephone Programming Emergency Numbers Make sure to do the following when programming emergency numbers and or making test calls to emergency numbers e Remain on the line and briefly explain to the dispatcher the reason for the call e Perform tests during off peak hours such as early morning or late evenings Safety Notices The following notices may appear on the product or in the technical documentation Notice Description Caution indicates a potentially hazardous situation which if not avoided may result in minor or moderate injury and or damage to the equipment or property Warning indicates a potentially hazardous situation which if not avoided could result in death or serious injury Danger indicat
28. dset Instructions 7 Hold Individual 30 System 30 Hookflash entering 30 Hunt Group Calls diverting 53 stealing 53 Hunt Group Calls stealing 53 Hunt Group Supervisor Features 53 Hunt Groups accepting or rejecting Agent Help 53 Agent Help requesting 52 agent IDs 51 Automatic Call Distribution ACD 51 Barge In using 54 calls diverting 53 monitoring 53 stealing 53 logging out of 52 types 51 Uniform Call Distribution UCD 51 wrap up timer 52 Mitel 8520 Telephone User Guide Issue 14 June 2010 Individual Hold using 30 Internal Calls placing 21 Inter Station Messages deleting 46 K Keymaps changing 17 Switching 17 L Language changing 10 LCD Contrast changing 10 Logs call 38 Manual Call Forwarding 33 Manual Call Forwarding Settings changing 41 43 Members hunt group 51 Message Indicator Lamp 4 Messages 45 canceling 46 deleting 46 Do Not Disturb 47 error 55 leaving 45 pages 49 Reminder 48 replying to 46 responding 46 using 45 viewing 46 voice listening to 46 Messages at Other Extensions leaving 45 Messages Left at Other Extensions canceling 46 Messages veiwing and responding 46 Microphone muting 30 Monitoring Calls 53 Music listening to 10 Mute using 30 Mitel 8520 Telephone User Guide Issue 14 June 2010 Index N Number redialing 23 Numbers redialing 23 redialing external 23 O Off Hook 6 Off Hook Voice Announce using 22 On Hook 6 Other
29. e Buttons assigning 26 STAR Codes telephone company 56 Page 62 Station Messages canceling 46 deleting 46 leaving 45 replying to 46 viewing 46 Station Monitor using 53 Station Password changing 39 44 Station Speed Dial 24 numbers deleting 25 dialing 25 storing 24 using 24 Station Speed Dial Numbers storing 24 System forwarding 33 hold 30 information displaying 32 time and date setting 56 System Forwarding 33 System Information viewing 32 System Speed Dial using 24 T Telephone programmable buttons 13 the Directory 27 Time and Date system 56 Tips comfort and safety 6 troubleshooting 56 V Voice Messages deleting 46 leaving 45 listening to 46 Volume Levels changing 9 W Waiting Calls answering 19 Welcome 1 Wrap Up Timer stopping 52 Mitel 8520 Telephone User Guide Issue 14 June 2010 Part No 550 8112 Issue 14 June 2010
30. e System Hold Places an external call on hold in the system You can then pick up the call from any phone that indicates a flashing Call button for the call including the telephone that placed it on hold To place a call on Individual Hold 1 Press Y Hold ENTER EXTENSION NUMBER appears 2 Hang up or place another call To place an outside call on System Hold 1 Press Go Special and then dial 335 ENTER EXTENSION NUMBER appears 2 Hang up or place another call To place a call on hold and answer a waiting call Press Y Hold and then press the flashing IC or Call button To return to a call that is on hold Press Y Hold and then lift the handset or press i Speaker Caller WAS HOLDING appears Entering a Hookflash Some telephone companies require you to enter a hookflash a quick hang up and release for feature access To enter a hookflash While off hook press OO Special and then dial 330 Page 30 Mitel 8520 Telephone User Guide Issue 14 June 2010 Call Features Transferring Calls You can transfer calls to other extensions or external numbers You can also transfer conference calls See Transferring a Conference on page 36 for more information If your system administrator has enabled Transfer on Connect for your telephone NOTE you are automatically connected to calls transferred to your extension after the transferring party hangs up If this option is turned off you must press a Call
31. e mailbox number where you want the recording saved RECORD A CALL IN PROGRESS appears and both you and the calling party hear a confirmation tone if enabled Ifyour system administrator assigns the Record a Call voice mailbox NOTE nu E destination you do not need to enter the voice mailbox number To stop Record A Call Do one of the following e Press OO Special and then dial 385 e Hang up Using Group Listen You can use Group Listen to activate the speaker while you use the handset or headset to continue speaking This allows other people to hear the other party on the call while the other party can only hear you through the handset microphone You cannot use Group Listen in Handsfree Mode If are using the handset the P Speaker button lamp is unlit even though the NOTE speaker is on However if you are using a headset the d Speaker button lamp is lit If you press E Speaker while on either the handset or headset you disconnect the call To use Group Listen While on a call press QO Special and then dial 312 to turn group listen on GROUP LISTEN ON appears and you hear a confirmation tone The other party does not hear the confirmation tone Dial 312 again to turn Group Listen off 2 This feature may or may not be enabled for your system Mitel 8520 Telephone User Guide Issue 14 June 2010 Page 37 Call Features Using Call Logging Your call logs are records of your most recen
32. e of the following Call Forwarding feature codes e 355 All e 356 No answer e 357 Busy e 358 No Answer Busy 6 Enter either an extension number or 8 followed by a telephone number To turn off Call Forwarding using Remote Programming Dial 355 and then hang up Mitel 8520 Telephone User Guide Issue 14 June 2010 Page 43 Call Features Changing Your Station Password You can use Remote Programming to change the station phone password See page 39 for details on setting up a Station password for your extension To change Your Station password using Remote Programming 1 Do one of the following e Call your DISA number provided by your system administrator If necessary enter your DISA password e Use any phone on the system Dial 359 Enter your extension number Enter your password followed by Dial 392 Enter the new password followed by ND 0 B N Enter the new password again followed by Page 44 Mitel 8520 Telephone User Guide Issue 14 June 2010 Messages The following sections describe how to use system messaging features including e Inter station messages Inter station messages are alerts sent to your telephone by other internal parties notifying you to contact the party who left the message The Message button and Message Indicator lamp notify you of the new message You can then either delete the message or reply to the message which automatically places a call to the party wh
33. es an imminently hazardous situation which if not avoided will result in death A JY 6 3 or serious injury The exclamation point within an equilateral triangle indicates that important operating and maintenance servicing instructions are included in the literature accompanying the product Maintenance and Repair There are no user serviceable parts inside the telephones For repairs return the telephone to an authorized Mitel provider Changes or modifications not expressly approved by Mitel may void the user s right to operate the NOTE equipment Product Disposal Instructions This symbol indicates that the product is classified as electrical or electronic equipment and should not be disposed of with Nzi other commercial or household waste at the end of its working life For appropriate disposal and recycling instructions contact your local Mitel provider mmm The Waste of Electrical and Electronic Equipment WEEE Directive 2002 96 EC was established by the European Union to minimize negative impact on the environment control hazardous substances and cur ail landfill expansion by using the best available recovery and recycling techniques Depending upon which software version your telephone system is using some of the features included in this guide may not be available for your telephone Check with your system administrator to see which software version your telephone system currently uses and i
34. ess to select the location and dial the number You can also program buttons to dial Station Speed Dial numbers See NOTE Assigning Speed Dial Numbers to Programmable Buttons on page 26 Deleting Station Speed Dial Entries To delete a Station Speed Dial entry 1 With the handset on hook dial 383 PROGRAM STN SPD 0 9 OR SCROLL appears 2 Do one of the following e Press LO Up or LI Down to scroll through the speed dial bins e Enter the speed dial bin 0 to 9 Press to select the bin 3 Press the MUTE button repeatedly until the name is erased and then press to continue 4 Press the MUTE button repeatedly until the number is erased and then press ft STN SPD BIN number UPDATED appears Mitel 8520 Telephone User Guide Issue 14 June 2010 Page 25 Answering and Placing Calls Assigning Speed Dial Numbers to Programmable Buttons You can assign Station or System Speed Dial numbers to your programmable buttons Before or after assigning the speed dial number to a programmable button make sure the speed dial number has either a Station Speed Dial bin or System Speed Dial location assigned to it For System Speed Dial numbers numbers are pre assigned to the System Speed Dial locations 000 to 999 or 0000 to 4999 by your NOTE system administrator Therefore you just need to choose a System Speed Dial location that you want to use see Using System Speed Dial on page 24 for details For
35. ess codes 14 feature codes 14 programmable buttons resetting to 17 settings returning the phone to 17 System access codes 14 Default Access Codes 14 Default Feature Codes 14 Deleting Station Speed Dial Entries 25 Deleting Waiting Inter Station Messages 46 Dialing Station Speed Dial Numbers 25 Dialpad buttons 4 characters entering 11 Dialpad Buttons 4 Dialpad Buttons to Enter Characters using 11 Direct Station Selection Busy Lamp Field DSS BLF unit 13 Directory using 27 Display 3 contrast changing 10 name changing 56 Display Contrast adjusting 10 Diverting Hunt Group Calls 53 DND Settings changing 40 43 Do Not Disturb DND 47 Do Not Disturb using 47 Door Relay activating 18 Dynamic Extension Express 34 enabling and disabling 35 handoff 35 Dynamic Extension Express Settings changing 40 42 E Emergency Calls placing 21 Enabling or Disabling the Page Feature 49 Ending a Conference and Placing all Parties on Hold 37 Enhanced Speakerphone Mode 29 Error messages 55 tones phone 6 Error Messages 55 Extension Numbers 14 External Calls placing 22 External Numbers redialing 23 Page 60 F Feature buttons 5 codes using 14 descriptions 3 Feature Buttons 5 Feature Descriptions 3 Features to Programmable Buttons assigning 13 G Group Listen using 37 H Handset 3 off hook 6 off hook on hook 6 on hook 6 Handsfree Mode 29 overriding 29 using 29 Headset instructions 7 using 7 Hea
36. ess for incoming external trunk calls With the handset on hook dial 360 to turn on or off AUTO TRNK ACCESS ON or OFF appears Mitel 8520 Telephone User Guide Issue 14 June 2010 Page 19 Answering and Placing Calls Redirecting Calls You can redirect incoming calls to other extensions external numbers or send a DND message To redirect calls 1 While a call is ringing dial 331 2 Do one of the following e Dial the extension number or press the OUTGOING button or the Outgoing Call access code the default code is 8 and then dial the external number e Enter the DND code See Using Do Not Disturb DND on page 47 Using Automatic Trunk Answer You can use Automatic Trunk Answer to answer incoming external calls for other internal parties who are members of an Answer Access list Your system administrator creates Answer Access lists Contact your system administrator for Answer Access list extensions Automatic Trunk Answer answers calls in the order they are received that is the first call received by any extension in the Answer Access list is the first one answered To use Automatic Trunk Answer 1 While an incoming external call is ringing at another Answer Access list extension lift the handset or press P Speaker 2 Dial 350 or press the flashing Trunk number button 1 This feature may or may not be enabled for your system Page 20 Mitel 8520 Telephone User Guide Issue 14
37. f there are any feature restrictions for your system Page ii Mitel 8520 Telephone User Guide Issue 14 June 2010 Phone Usage This equipment is not for connection to the telephone network or public coin phone service It is only for use when connected to Mitel systems When using your telephone equipment basic safety precautions should always be followed to reduce the risk of fire electric shock and injury to persons including the following Do not use this product near water for example near a bath tub wash bowl kitchen sink or laundry tub in a wet basement or near a swimming pool Avoid using a phone other than a cordless type during an electrical storm There may be a remote risk of electric shock from lightning Do not use the telephone to report a gas leak in the vicinity of a leak Do not connect directly to the Public Switched Telephone Network PSTN Any connection of this phone to an off premise application an out of plant application any other exposed plant application or to any equipment other than the intended application may result in a safety hazard and or defective operation and or equipment damage Exposed plant means where any portion of the circuit is subject to accidental contact with electric lighting or power conductors operating at a voltage exceeding 300 volts between conductors or is subject to lightning strikes The socket outlet if used shall be located near the equipment and shall be e
38. g yourself To place a conference call 1 While on the first call press the CNF button to place the call on hold CALL NEXT PARTY TO CNF appears 2 Place a call to the next conference party For external calls press OUTGOING or the Outgoing Call access code the default code is 8 and then dial the number 3 After the party answers announce the conference and then press the CNF button to place the call on hold If necessary repeat this step to add the remaining conference party 4 Press the CNF button again to start the conference CNF IN PROGRESS appears Adding a Conference Party You can add a conference party during the conference To add a conference party 1 Press the CNF button This leaves the conference parties connected 2 Place a call to the party to be added to the conference and then announce the conference Press the CNF button twice to add the party and rejoin the conference Transferring a Conference You can transfer an existing conference to another extension To transfer a conference 1 During the conference press the TRANSFER button and then dial the extension number 2 Announce the conference if desired and then hang up CONFERENCE TFR from lt name gt appears on the called party s display The party must then press the flashing CNF button to connect to the conference Dropping Out of a Conference You can drop out of a conference and return to the conference later To drop out of
39. ge 40 e Manual Call Forwarding see page 41 Mitel 8520 Telephone User Guide Issue 14 June 2010 Page 39 Call Features Changing the Dynamic Extension Express Settings This feature is available only if the authenticated extension is identified as a NOTE Dynamic Extension Express DEE user See Using Dynamic Extension Express on page 34 for more information To change the DDE settings using Configuration Assistant 1 Access Configuration Assistant as described in Accessing Configuration Assistant on page 39 Follow the voice prompts to change your DEE status on or off or program a mobile phone number When this option is selected Configuration Assistant first states whether DEE is currently enabled or not for example Dynamic extension is enabled and then offers the following DEE functions e Enable only if DEE is disabled e Disable only if DEE is enabled e Program mobile phone number you do not have to enter the Outgoing feature code 8 Hang up or press the Star button to return to the main menu Changing the DND Settings See Using Do Not Disturb DND on page 61 for more information about using DND To change the DND settings using Configuration Assistant 1 Page 40 Access Configuration Assistant as described in Accessing Configuration Assistant on page 39 Follow the voice prompts to change your DND status on or off There is no option to provide a specific DN
40. gh feature options Dynamic Extension Express Handoff 388 Activates Handsfree Mode af Turns speaker on and off Handse Oo ala w Places the current call on hold aee DN 3M Hold Individual 336 CALL Selects an outside line or answers a call Hold System 335 IC Answers an intercom internal call Hunt Group Remove Replace 324 MUTE Mutes the microphone Left backspace Message Cancel Left Message eck when entering dialpad characters Message Delete Message 368 DND Turns DND mode on or off Message Leave Message 367 PAGE Selects a page zone to place a page Message Messages Menu 365 STN SPDL Views or accesses Station Speed Dial Microphone Mute On Off 314 numbers Page Receive On Off 325 SYS SPDL Views or accesses System Speed Dial Program Buttons 397 numbers Program Station Password 392 REDIAL Redials a telephone number Programmable Buttons Default 395 CNF Places a conference call Queue Callback Request 6 TRANSFER Transfers the current call Record A Call 385 MSG Connects to Inter station and voice Reverse Transfer Call Pick Up 4 messages Toggles between Alpha Ring Tone Selection 398 Mode and Numeric Mode Station Speed Dial 382 FWD Forwards the call to the specified number Right forward when entering Station Speed Dial Programming ate dialpad characters Switch Keymap 399 ANSWER Answers calls System Forward On Off 354 OUTGOING Selects an outgoing line for external Sys
41. he following are default system access codes If your system uses different codes record the codes in the New Code column for reference Outside Line Access Codes Code Type Code New Code Emergency Call 911 999 112 Europe Outgoing Call Default 8 Select Line Group 1 to 208 92001 to 92208 Automatic Route Selection 92000 Extension Numbers Code Type Code New Code Attendant 0 Phone Extensions 1000 to 1999 Hunt Groups 2000 to 2299 Default Feature Codes The following table lists default feature codes If your system administrator changes any of the default codes you can record the new codes in the New Code column for reference Most of the following feature codes work when your telephone is idle However if NOTE you are on an active call or if the telephone is off hook you may need to press Oo Special before you enter the feature code to activate the feature To delete the characters entered Press the MUTE button to move the cursor to the left and delete the characters entered To cancel the feature Press Feature Page Code New Code Account Code Follow Calls 28 391 Account Code Optional 28 390 ACD Agent Log In 51 326 ACD Agent Log In Out 51 328 ACD Agent Log Out 51 327 ACD Agent Wrap up Terminate 52 329 Activate Door Relay 18 332 Agent Help Reject 52 376 2 These features shown may o
42. he language Dial 301 to select either the primary or secondary language The display shows text in the selected language 1 This feature may or may not be enabled for your system Page 10 Mitel 8520 Telephone User Guide Issue 14 June 2010 Personalizing Your Phone Using the Dialpad Buttons to Enter Characters You can use the dialpad buttons to enter text or numbers for features such as Do Not Disturb see page 61 and Station Speed Dial see page 36 The following are guidelines when entering dialpad characters Press the MSG button to switch from Alpha Mode to Numeric Mode The MSG button stays lit in Alpha Mode It is off in Numeric Mode Press the MUTE button to move the cursor to the left and delete characters Press the FWD button to move the cursor to the right In Numeric Mode press for a hyphen In Numeric Mode press for a colon Press LI Speaker or lift and replace the handset to save entries To use the dialpad to enter characters Press the dialpad buttons as shown in the following table Dialpad Characters American English British English and Canadian French Number of Times Dialpad Button is Pressed Button 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 1 amp 1 2 A B C 2 a b c 3 D E F 3 d e f 4 G H l 4 g h i 5 J K L 5 j k 6 M N O 6 m n O 7 P Q R S 7 p q r S 8 T U V 8 t u V 9 W X Y Z 9 w x y Zz 0 0
43. hile on a call the supervisor can monitor stop recording or steal the call by entering the appropriate feature code To stop recording the call dial 385 again To terminate any of the features f off hook hang up or enter the specific feature code of the feature you want to terminate f on hook press the Speaker button or enter the specific feature code of the feature you want to terminate Mitel 8520 Telephone User Guide Issue 14 June 2010 Troubleshooting Troubleshooting The following sections can help you solve problems that you may be experiencing with your telephone Troubleshooting topics include e Contact Information Information about system administrator contacts e Error Messages Error messages and descriptions e Troubleshooting Tips Possible problems and methods to solve them Contact Information Your system administrator can help you with items such as changing your settings or modifying phone features System administrator duties include e Adding new user accounts Setting the date and time e Programming System Speed Dial numbers Making database changes such as changing user names and extension numbers Contact your system administrator with questions that are not covered in this user guide If you need further assistance you can find provider information on the Mitel Web site at www mitel com All sales service and support are coordinated at the local level Error Messages The follo
44. hone User Guide Issue 14 June 2010 Pagev Contents Answering and Placing Calls 19 Luder 19 Answering Waiting Calls 0 AA nn 19 Using Automatic Call Access 19 Redirecting Calls KG KAN vex A A eR Ed 20 Using Automatic Trunk Answer sssss 20 Placing Calls siii tr ad cee Gh EE iret x mE EU S Sc ana CR S NAA anio na PG 21 Placing Emergency Calls ierrari Cis UAE EEE NE a e a 21 Placing Internal Calls 21 Requesting a Callback Queuing the Phone 21 Using Camp Onr 12248888 a a eer eds 21 Using Off Hook Voice Announce 22 Placing External Calls 444 4 ee 22 Redialing a Number yesss erreren iu gh pack Rb PNK Ru ERG PER de ees 23 Using Speed Dial 22424222 4888 s ak Rt mk rmi a a oa 24 Using System Speed Dial ooooooccoccoroccnr eee 24 Using Station Speed Dial 1 43 4 AA KAANAK NG RR pem i yg 24 Storing Station Speed Dial Numbers 24 Dialing Station Speed Dial Numbers 25 Deleting Station Speed Dial Entries 25 Assigning Speed Dial Numbers to Programmable Buttons 26 Using the Directory er RII RE a REM M PA ao 27 Using Account Codes como a Nee P
45. ial 329 The display shows ACD WRAP UP TERMINATED Other Hunt Group Features The following features can be used by ACD or UCD hunt groups Requesting Agent Help You can use Agent Help to request help from a designated Agent Help Extension usually your supervisor during a call When your request call rings at the Agent Help Extension the supervisor can join the call or reject the request Agent Help is not supported on peer to peer P2P calls Contact your system E administrator for more information To use Agent Help 1 While you are on a hunt group call press OQO Special and then dial 375 If you hear repeating tones one of the following has occurred e The feature is not available at your telephone NOTE e You already have four parties in your call e Not enough system circuits are currently available e The Agent Help Extension is in DND 2 If not preprogrammed dial the Agent Help extension number If the Agent Help Extension accepts the call AGENT HELP IN PROGRESS appears If the Agent Help Extension rejects the call AGENT HELP REJECTED appears Page 52 Mitel 8520 Telephone User Guide Issue 14 June 2010 Hunt Groups Diverting Hunt Group Calls You can temporarily divert hunt group calls preventing hunt group calls to your extension To divert hunt group calls Dial 324 to divert calls The display shows the feature state DIVERT HUNT GROUP CALLS Dial 324 again to program your telephone to accept
46. incoming calls are forwarded if your 358 Answer Busy telephone is busy or if you do not answer To use Manual Call Forwarding 1 Press the FWD button or dial the manual call forwarding feature code 355 ENTER FORWARD DEST appears 2 Enter the extension number or press the OUTGOING button and then dial the telephone number FWD ALL CALLS TO number appears To cancel a Manual Call Forwarding request Do one of the following Press the FWD button and then press P Speaker or lift and replace the handset ANY CALL FORWARD CANCELED appears If the Configuration Assistant feature is enabled for your system you can access a NOTE voice guided configuration portal that provides easy to use remote access to the Call Forwarding feature See page 39 for details System Forwarding You can use System Forwarding to route calls based on the type of call and the idle or busy status of your telephone You cannot program the System Forward destination You can only turn it on or off Contact your system administrator for more information To turn System Forwarding on or off Dial 354 to turn System Forwarding on SYSTEM FORWARD ON appears Dial 354 again to turn System Forwarding off Mitel 8520 Telephone User Guide Issue 14 June 2010 Page 33 Call Features Using Dynamic Extension Express When you enable Dynamic Extension Express on your telephone your incoming calls are automatically routed to one or m
47. information about background music Page 4 Mitel 8520 Telephone User Guide Issue 14 June 2010 Getting Started Feature Buttons Feature buttons provide quick access to commonly used features See the following table for descriptions Button Co Special Action Activates features while on active calls Depending on how your system is configured you may need to press this button before you dial a feature code M Up i Down Provides volume control for the ringer handset and speaker Scrolls through feature options E Speaker Y Hold Activates Handsfree Mode speakerphone See Using Handsfree Mode on page 29 Activates features Places the current call on hold CALL Selects an outside line or answers a call IC Answers an intercom internal call MUTE Mutes the microphone Left backspace when entering dialpad characters See Using the Dialpad Buttons to Enter Characters on page 11 DND Turns DND mode on or off See Using Do Not Disturb DND on page 47 PAGE Selects a page zone to place a page STN SPDL Views or accesses Station Speed Dial numbers SYS SPDL Views or accesses System Speed Dial numbers REDIAL Redials last external telephone number CNF Places a conference call TRANSFER Transfers the current call MSG Connects to Inter station and voice messages Toggles between Alpha
48. is transferred to the telephone you are using and you are connected to the caller Mitel 8520 Telephone User Guide Issue 14 June 2010 Page 31 Call Features Viewing Your System Information If you are on a call you can temporarily view your user information your user name and your extension number and the date and time To display your user information and the date and time Press OO Special and then dial 300 Viewing Caller ID Information If you are currently connected to an external caller with Caller ID you can toggle between the caller s name and number If the name is unavailable CANNOT ACCESS FEATURE appears To show the outside party s name number Press OO Special and then dial 379 Page 32 Mitel 8520 Telephone User Guide Issue 14 June 2010 Call Features Forwarding Calls You can use Manual Call Forwarding or System Forwarding to forward calls Manual Call Forwarding You can use Manual Call Forwarding to send incoming calls to another extension or external number The following table describes Manual Call Forwarding options Call Forward Feature Description Code Call Forward All Calls All incoming calls are forwarded 355 Call Forward if no All incoming calls are forwarded if not 356 Answer answered The timer is set by the system administrator Call Forward If Busy When your telephone is busy all 357 incoming calls are forwarded without ringing Call Forward If No All
49. itel 8520 Telephone User Guide Issue 14 June 2010 Call Features Call Features The following sections describe call related features Using Handsfree Mode You can use Handsfree Mode to activate the speakerphone The Ring Intercom Always feature prevents calls from being answered in Handsfree Mode see the following section NOTES You cannot use Handsfree Mode if you are using a headset or if you have more than one phone assigned to an extension number To use Handsfree Mode With the handset on hook dial 319 HANDSFREE MODE ON appears Dial 319 again to turn Handsfree Mode off Enhanced Speakerphone Mode The Enhanced Speakerphone Mode improves transmission quality while on a speakersphone call over a limited volume level the range is typically 1 to 3 To enable enhanced speakerphone mode while on a call do one of the following e Press OO Special and then press P Speaker e Press OO Special and then dial 310 The speakerphone will return to standard mode when you end the call There will be about one second of white noise while the speakerphone circuitry is calibrated to the call Both parties should avoid speaking during this white noise If the speakerphone cannot be calibrated correctly the display shows CANNOT ENABLE ENHANCED MODE Two display phones cannot be in Enhanced Speakerphone Mode while on a call together one phone must be off hook to allow the other phone to enter Enhanced NOTE S
50. l that was previously routed to your mobile or home phone back to the main extension The pull function is useful if you answer a call on your mobile phone and then return to your desk After you pull a call back to the main extension the call is connected immediately and you can then access system features such as conference hold and transfer The Handoff feature is only supported on your main extension typically your desk phone However if you share a desk phone with one or more coworkers and your main extension is a phantom extension you cannot use the Handoff feature NOTE Dynamic Extension Express includes the following feature codes e Dynamic Extension Express On 363 e Dynamic Extension Express Off 362 e Dynamic Extension Express On Off 364 e Dynamic Extension Express Handoff push and pull 388 The following call types do not follow Dynamic Extension Express e Hunt group calls e Hunt group announcement overflow calls e Transfer recalls Hold recalls Conference recalls and Attendant recalls A recall occurs when a feature cannot be completed or the feature times out and the call returns to the originating extension For example a holding call will recall the extension where it was placed on hold when the hold timer expires NOTE Page 34 Mitel 8520 Telephone User Guide Issue 14 June 2010 Call Features When you enable Dynamic Extension Express your incoming calls are routed as specified by the ro
51. m your telephone Forwarding Calls 1 Press the FWD button and then enter the feature code if applicable ENTER FORWARD DEST appears 2 Enter the extension number or press the OUTGOING button the default code is 8 and then dial the telephone number Placing Conference Calls 1 While on the first call press the CNF button to place the call on hold CALL NEXT PARTY TO CNF appears 2 Place a call to the next conference party For external calls press the OUTGOING button or enter the Outgoing Call access code 8 is the default code and then dial the number 3 After the party answers announce the conference and then press the CNF button to place the call on hold If necessary repeat this step to add the remaining conference party 4 Press the CNF button again to start the conference CNF IN PROGRESS appears Viewing and Responding to Messages 1 With the handset on hook press the MSG button Messages are displayed as first in first out If there is more than one message you can repeatedly press the MSG button to scroll through the messages 2 When the desired message is displayed press or lift the handset for privacy and then press to respond If your handset is off hook and you press the MSG button you automatically place a call to the party or message center who left the message Using Do Not Disturb 1 Press the DND button and then do one of the following e Press Ii Up or Ifi Down
52. ming Follow steps 1 4 above dial 362 Dynamic Extension Express Off and then hang up 5 This feature may or may not be enabled for your system Page 42 Mitel 8520 Telephone User Guide Issue 14 June 2010 Call Features Changing the DND Settings See Using Do Not Disturb DND on page 47 for more information about using DND To turn on DND using Remote Programming 1 Do one of the following e Call your DISA number provided by your system administrator If necessary enter your DISA password e Use any phone on the system Dial 359 Enter your extension number Enter your password followed by See page 39 for details on setting up a Station password for your extension Dial 370 Enter the DND message number 01 to 20 and then enter the second line message text if applicable To turn off DND using Remote Programming Follow previous steps 1 through 4 and then dial 371 Changing the Manual Call Forwarding Settings See Manual Call Forwarding on page 33 for more information about Manual Call Forwarding To turn on Manual Call Forwarding using Remote Programming 1 Do one of the following e Call your DISA number provided by your system administrator If necessary enter your DISA password e Use any phone on the system Dial 359 Enter your extension number Enter your password followed by See page 39 for details on setting up a Station password for your extension 5 Dial on
53. n not your mobile phone or home phone voice mailbox If you do not have a voice mailbox the Press prompt is not played and the call is routed to your main extension If you hang up the call continues to follow your programmed routing steps To use the Dynamic Extension Express Handoff push feature 1 While on an active call at your telephone press OO Special and then dial 388 HANDOFF IN PROGRESS appears on the display and the call rings all of your associated destinations except voice mail 2 Answer the call at one of your associated destinations For mobile and home phones press to accept the call To use the Dynamic Extension Express Handoff pull feature While on an active call on an associated destination device lift the telephone handset and dial 388 A confirmation tone is played and the call is pulled back to your telephone If you enter the handoff feature code 388 and the display shows NO CALL TO NOTE HANDOFF the call cannot be handed off see page 57 To cancel the Dynamic Extension Express Handoff feature While the handoff is in progress press OO Special and then dial 388 HANDOFF CANCELLED appears on the display for your main extension Mitel 8520 Telephone User Guide Issue 14 June 2010 Page 35 Call Features Placing Conference Calls You can place a conference call with up to three internal or external parties for a total of four parties includin
54. ne has the Ring Intercom Always feature enabled Placing External Calls The following sections describe features used when placing external calls To place an external call 1 Press the OUTGOING button an unlit CALL button or enter the Outgoing Call access code the default code is 8 2 Dial the number If you cannot place an external call because all outgoing lines are busy you can request a callback which prompts the system to contact you when a line becomes NOTES available See Requesting a Callback Queuing the Phone on page 21 If you are prompted for an account code indicated by a single beep you must enter an account code before you can place your call See Using Account Codes on page 28 Depending on system configuration you may also be able to use one of the following methods to select an outgoing line e Enter the Select Line Group feature code The default codes are 92001 to 92208 e Enter the Automatic Route Selection ARS feature code The default code is 92000 Contact your system administrator for more information about using Select Line Group or ARS access codes 2 This feature may or may not be enabled for your system Page 22 Mitel 8520 Telephone User Guide Issue 14 June 2010 Answering and Placing Calls Redialing a Number You can quickly redial the last external number dialed Although most phones are programmed to redial the last number dialed your system administrato
55. nt combination of extensions and external paging equipment Contact your system administrator for page zone information You can use the following table to save the page zone information for future reference Page Zone Name Number Description Placing a Page Announcement The following instructions describe how to place a page announcement To place a page announcement 1 Press the PAGE button 2 Enter the page zone number 0 to 9 3 Wait for the tone make your announcement and then hang up Enabling or Disabling the Page Feature You can enable or disable the Page feature for your extension If your extension is assigned to more than one page zone the Page on off feature code enables or disables your extension for all pages zone you cannot select individual zones To enable or disable paging for your telephone Dial 325 to enable paging PAGE RECEIVE ON appears Dial 325 again to disable paging Mitel 8520 Telephone User Guide Issue 14 June 2010 Page 49 Hunt Groups Hunt Groups Hunt groups are groups of internal parties agents who share a common hunt group extension number Calls can either be placed to the hunt group using the hunt group extension number or to a specific agent using the agent s extension number Hunt groups are programmed by the system administrator Hunt groups types are either UCD or ACD e UCD Hunt Groups Uniform Call Distribution UCD agents d
56. nt to use see Using System Speed Dial on page 24 for details For Station Speed Dial numbers you must manually store numbers in the Station Speed Dial bins 0 to 9 See Storing Station Speed Dial Numbers on page 24 After you program a button you can e Press the button to place a call to the assigned extension e Press the button and then hang up to transfer a call to the assigned extension If the call is transferred to voice mail you hear repeating double tones e Visually monitor the call activity of the assigned extension if the button you assign has a lamp The following table describes the lamp signals and the indicated call activity for a DSS BLF key station speed dials do not show status Lamp Signals Description Continuously Lit The extension is busy or off hook Slowly flashing The extension is in Do Not Disturb DND Quickly flashing The extension has a call ringing in Continuously flashing The extension is causing a Station Off Hook system alarm Additional Programmable Buttons You can also use the Direct Station Selection Busy Lamp Field DSS BLF unit to add additional programmable buttons to your telephone You can program buttons the same way as those on the associated telephone as described earlier in this section Contact your system administrator for details Mitel 8520 Telephone User Guide Issue 14 June 2010 Page 13 Personalizing Your Phone Default Access Codes T
57. ny CALL button at the primary extension Unless internal calls are set up by the system administrator to use CALL buttons you cannot use Secondary Extension buttons to answer ringing or holding internal calls received by the primary extension You can use Secondary Extension buttons to notify you when a given number of NOTES m F calls are waiting at the primary extension If a Secondary Extension button is flashing the primary extension has an incoming call you can press before pressing the flashing Secondary Extension button to call the primary extension and not answer the incoming call 3 This feature may or may not be enabled for your system 4 Secondary Extension buttons must be programmed by your system administrator Mitel 8520 Telephone User Guide Issue 14 June 2010 Call Features Using Configuration Assistant If Configuration Assistant is enabled for your system you can access this voice guided configuration portal that provides easy to use remote access to the following phone configuration options e Dynamic Extension Express see below e DND see page 40 e Manual Call Forwarding see page 41 You need a Configuration Assistant extension number to use this feature Contact QUE your system administrator for more information Changing Your Station Password Before using Configuration Assistant Mitel recommends that you change your default Station password to something more secure To change
58. o left the message e Do Not Disturb DND messages Messages that other internal parties see when your telephone is in DND See Using Do Not Disturb DND on page 47 e Reminder messages Messages that you can use to notify yourself of upcoming appointments meetings and so on See Using Reminder Messages on page 48 e Pages Announcements sent over phone speakers or external speakers See Paging Other System Users on page 49 e Voice mail messages System voice mail messages Because a variety of voice mail products work with the Mitel 5000 CP this guide does not include voice mail instructions For voice mail instructions refer to the voice mail user guide for your system For example refer to the NOTE Enterprise Messaging Basic Voice Mail and Embedded Voice Mail Card User Guide part number 835 3205 or the Mitel NuPoint Unified Messaging User Guide on the Mitel Web site http edocs mitel com Contact your system administrator for more information about your voice mail system Using Messages Following are instructions on how to use system messaging features Leaving Messages at Other Extensions You can leave inter station or voice mail messages for other internal parties To leave an inter station or voice message for a busy IC extension 1 Press the MSG button HANG UP OR WAIT FOR MSG CENTER appears 2 Do one of the following e Hang up to leave an inter station message MESSAGE LEFT FOR lt name gt ap
59. o not log in to the hunt group to receive calls e ACD Hunt Groups Automatic Call Distribution ACD agents log in to the ACD hunt group to receive calls Calls are distributed by either Agent IDs or extensions o Agent IDs Each agent is assigned an Agent ID number for logging in to the hunt group see the next section Hunt group calls are distributed to logged in agents according to their Agent ID number instead of their extension number Agents can log in to any ACD hunt group phone o Extensions Hunt group members do not use Agent IDs and calls are distributed to phones where the agents are logged in Logging in to ACD Hunt Groups You must log in to an ACD hunt group to receive hunt group calls To stop calls you either log out of the ACD hunt group or divert calls See Diverting Hunt Group Calls on page 53 Only one agent can be logged in to a phone If the ACD Agent ID Automatic Connect option is enabled for your hunt group and you are using a headset you are automatically connected to waiting calls when you log in The first call you receive after you log in rings until you answer it however you are automatically connected to subsequent calls NOTES To log in to or out of all ACD hunt groups in which you are a member Dial 328 to log in to ACD hunt groups followed by your Agent ID if necessary AGENT LOGGED INTO ALL ACDS appears Dial 328 again to log out of all ACD hunt groups To log in to one or more ACD h
60. or programs System Speed Dial numbers cannot change the time and date on the phone display Your system administrator programs the time and date Contact your system administrator if you notice that the date and time are incorrect lam experiencing audio problems on my phone such as echo distorted sound or choppiness Contact your system administrator if you are having audio problems The name on the display is incorrect Your system administrator assigns display names cannot use the local telephone company star codes for example 82 69 when press the OUTGOING button or use the Outgoing Call access code 8 is the default code when calling an external number Rather than pressing the OUTGOING button or 8 to access an outside line you must dial a Select Line Group number before you can use the star codes For example if your system is using the default Select Line Group numbers dial 92001 to access that line After you have dial tone you can dial the star code and the number cannot use the Agent Help Record a Call or Station Monitor feature If your system uses Peer to Peer P2P audio you cannot use these features when you are on a P2P call Contact your system administrator for more information cannot program a Station Speed Dial number to the button want Before assigning the speed dial number to a programmable button you must store the number with either a S
61. ore preprogrammed associated destinations according to the routing steps programmed for you Typically your desk phone is configured to be your main extension You may be programmed for up to five associated destinations including e softphone e home IP phone e voice mail e mobile phone e home phone Your desk phone softphone home IP phone and voice mail extensions are already programmed in the system so your system administrator can easily include them in your routing steps To include your mobile and home phone numbers in your routing steps you will need to provide these numbers to your system administrator Dynamic Extension Express also includes the Handoff feature which includes the following functions e Push The Handoff push function allows you to move an active call from your main extension typically your desk phone to an associated destination without disconnecting audio The push function is useful if you are leaving the work area but want to remain connected to an active call The push function rings all associated destinations except voice mail and you select which device to use to answer the call When you answer the call you are immediately connected to the other parties at the new destination When the call is switching over to the new destination there may be a momentary break in audio which may be noticeable to the other parties on the call e Pull The Handoff pull function allows you to pull a cal
62. owered on and ready to use If the display is blank or if the display name extension number or time or date are incorrect contact your system administrator for assistance Because a variety of voice mail products work with the Mitel 5000 CP this guide does not include voice mail instructions For voice mail instructions refer to the voice mail user guide for your system For example refer to the Enterprise Messaging Basic Voice Mail and Embedded Voice Mail Card User Guide part number 835 3205 or the Mitel NuPoint Unified Messaging User Guide on the Mitel Web site http edocs mitel com Contact your system administrator for more information about your voice mail system Because many phone features can be programmed to perform various tasks NOTE some features may work differently than the descriptions in this guide Contact your system administrator for more information Mitel 8520 Telephone User Guide Issue 14 June 2010 Page 1 Getting Started About Your Telephone Your telephone is equipped with a two line display a hearing aid compatible handset a Message Indicator lamp an internal speaker and microphone and two basic types of buttons e Dialpad buttons Allow you to enter numbers and letters e Feature buttons Provide quick access to various phone and voice mail features This photo shows the external components of the telephone See Feature Descriptions on page 3 for more information about the telephone feat
63. peakerphone Mode On some long distance calls the outside party may hear their own echo when speaking If the amount of echo is objectionable do not use the Enhanced Speakerphone Mode Using Ring Intercom Always If another extension has Handsfree Mode enabled for incoming internal calls see the previous section you can use Ring Intercom Always to override Handsfree Mode on the extension requiring the called party to pick up the handset to answer your call To override Handsfree Mode for the current call 1 Before you enter the extension number press RING EXTENSION NUMBER appears 2 Dial the extension number To use Ring Intercom Always to always send non handsfree calls With the handset on hook dial 377 RING IC ALWAYS ON appears Dial 377 again to turn Ring Intercom Always off 1 This feature may or may not be enabled for your system Mitel 8520 Telephone User Guide Issue 14 June 2010 Page 29 Call Features Using Mute You can use Mute to temporarily turn off your microphone preventing the other party on the call from hearing you To mute or unmute the microphone While on a call the MUTE button MICROPHONE MUTE ON appears When the microphone is muted the Mute button lamp is lit Press the MUTE button again to unmute the microphone Placing Calls On Hold You can place calls on either Individual Hold or System Hold e Individual Hold Places an internal or external call on hold at your telephone
64. pears e Stay on the line to connect to the message center usually voice mail To leave an inter station message without placing an internal call 1 Dial 367 Leave Message LEAVE MESSAGE ON EXTENSION appears 2 Enter the extension number MESSAGE LEFT FOR name appears Mitel 8520 Telephone User Guide Issue 14 June 2010 Page 45 Messages Viewing and Responding to Messages When you have waiting messages the MSG button and Message Indicator lamp are lit The display shows the number of new messages The display shows new messages as follows e Inter station messages sent by other internal parties are indicated by the party s programmed user name e Voice messages are indicated by FROM MBOX your extension number To view or respond to messages 1 With the handset on hook press the MSG button Messages are displayed as first in first out If there is more than one message you can repeatedly press the MSG button to scroll through the messages 2 When the desired message is displayed press or lift the handset for privacy and then press to respond If your handset is off hook and you press the MSG button you automatically place a call to the party or message center who left the message Canceling Messages Left at Other Extensions You can cancel messages left at other extensions To cancel a message left at another extension 1 Dial 366 CANCEL MESSAGE ON EXT appears 2 Enter the extension number
65. phone User Guide Issue 14 June 2010 Page 41 Call Features Using Remote Programming If the Configuration Assistant feature is enabled for your system Mitel recommends that you use Configuration Assistant instead of the Remote Programming feature described in this section Configuration Assistant offers an enhanced voice guided configuration portal that provides easy to use remote access to the Call Forwarding Dynamic Extension Express and DND features See page 39 for using Configuration Assistant To use Remote Programming to access these features from another system phone or an external phone follow the instructions in this section 5 A Direct Inward System Access DISA number is required to use Remote NOTE Programming from an external phone Contact your system administrator for more information Changing the Dynamic Extension Express Settings See Using Dynamic Extension Express on page 34 for more information about Dynamic Extension Express To enable Dynamic Extension Express using Remote Programming 1 Do one of the following e Call your DISA number provided by the system administrator If necessary enter your DISA password e Use any phone on the system Dial 359 3 Enter your extension number Enter your password followed by See page 39 for details on setting up a Station password for your extension 5 Dial 363 Dynamic Extension Express On To disable Dynamic Extension Express using Remote Program
66. phone may be preset to automatically answer incoming internal calls in Handsfree Mode To disable Handsfree Mode see Using Handsfree Mode on page 29 After disabling Handsfree Mode you can use your handset or headset to answer incoming calls To answer a call Lift the handset or press m Speaker to answer a call while using a headset or to answer a call in Handsfree Mode See Using Handsfree Mode on page 29 If you are currently on a call press the flashing IC or CALL button to answer a waiting call See Answering Waiting Calls below Answering Waiting Calls If you receive a call while you are on another call you hear a call waiting tone the IC or CALL button flashes and the display shows the Caller ID information if available To answer a waiting call Press the flashing IC or CALL button This action hangs up on the connected call and connects you to the waiting call You can also place the first call on hold before you answer the waiting call See Placing Calls On Hold on page 30 Using Automatic Call Access Automatic Call Access connects you to incoming internal or external calls when you pick up the handset or press M Speaker When Automatic Call Access is turned off you must press the flashing IC or CALL button to answer incoming calls To use Automatic Call Access for incoming IC calls With the handset on hook dial 361 to turn on or off AUTO IC ACCESS ON or OFF appears To use Automatic Call Acc
67. r can program your telephone to redial the last number saved You cannot redial extension numbers To use Redial do one of the following e With or without the handset lifted press REDIAL The system automatically selects a line and dials the number e With or without the handset lifted press OUTGOING and then REDIAL The number is dialed To use the Last Number Saved feature e To save the last number dialed While the telephone is idle or while listening to the intercom dial tone press REDIAL LAST OUTSIDE NUMBER SAVED appears e To redial the saved number After selecting a line press REDIAL The number is redialed If there is no redial number available the display shows NO NUMBER BOTE TO DIAL Mitel 8520 Telephone User Guide Issue 14 June 2010 Page 23 Answering and Placing Calls Using Speed Dial You can use speed dial to quickly dial stored phone numbers Speed dial numbers are either stored in the system System Speed Dial or in your telephone Station Speed Dial Using System Speed Dial Your system administrator assigns System Speed Dial location numbers which are available to anyone in the system Contact your system administrator for more information To view or dial System Speed Dial numbers 1 Dial 381 REVIEW SYS SPEED code range appears 2 Do one of the following e Press LO Up or LI Down to scroll through the speed dial locations e Enter the speed dial location 000 to 999 or 0000
68. r may not be enabled for your system Page 14 Mitel 8520 Telephone User Guide Issue 14 June 2010 Personalizing Your Phone Feature Page Code New Code Agent Help Request 52 375 Answer Ringing Call 19 351 Automatic IC Call Access On Off 19 361 Automatic Trunk Call Access On Off 19 360 Automatic Trunk Answer 33 350 Background Music On Off 10 313 Barge In 54 386 Call Forward All Calls 33 355 Call Forward If Busy 33 357 Call Forward If No Answer 33 356 Call Forward No Answer Busy 33 358 Call Logging 38 333 Change Language 10 301 Conference 36 5 Default Station 17 394 Directory 27 307 Display Time And Date 32 300 Do Not Disturb 47 370 Do Not Disturb Cancel 47 371 Do Not Disturb On Off 47 372 Do Not Disturb Override 47 373 Dynamic Extension Express On 34 363 Dynamic Extension Express Off 34 362 Dynamic Extension Express On Off 34 364 Dynamic Extension Express Handoff 34 388 Group Listen 37 312 Handsfree On Off 29 319 Headset Off 7 316 Headset On 7 315 Headset On Off f 317 Hold Individual 30 336 Hold System 30 335 Hookflash Recall in Europe 30 330 Hunt Group Remove 53 322 Hunt Group Remove Replace 53 324 Hunt Group Replace 53 323 LCD Contrast Control 10 303 Mitel 8520 Telephone User Guide Issue 14 June 2010 Page 15
69. s for DND messages For example if you select IN MEETING UNTIL you can enter 3 30 on the second line When other internal parties try to call you their displays show IN MEETING UNTIL 3 30 To turn DND on 1 Press the DND button SELECT DND MSG 01 20 appears 2 Do one of the following e Press LO Up or LI Down to scroll through the messages e Enter the two digit number for the DND message from the table above 3 If applicable enter the additional text for the DND description See Using the Dialpad Buttons to Enter Characters on page 11 for dialpad character descriptions 4 Press LI Speaker or lift and replace the handset To turn DND off Press DND DO NOT DISTURB OFF appears Mitel 8520 Telephone User Guide Issue 14 June 2010 Page 47 Messages Using Reminder Messages You can use Reminder messages to alert you at a selected time up to 24 hours in advance At the selected time the Reminder message signals you with eight short tones and your display shows the message even if you are on a call The following table shows the 20 default Reminder messages If your system administrator changes your Reminder messages you can record the new messages in the New Message column for reference Code Default Message New Message Code Default Message New Message 01 Meeting 11 Call Engineering 02 Staff Meeting 12 Call Marketing 03 Sales Meeting
70. ssignments Contact your system administrator for more information To switch between keymaps when your telephone is idle With the handset on hook dial 399 The display shows either ALTERNATE or STANDARD KEYMAP IS ACTIVE To switch between keymaps during a call Press Qo Special and then dial 399 Mitel 8520 Telephone User Guide Issue 14 June 2010 Page 17 Personalizing Your Phone Activating Door Relay If the Activate Door Relay feature is enabled you can unlock a door i e buzz it open through your telephone You can enter the Activate Door Relay feature code while idle or while on a call This allows you to activate the feature while talking to a communications device mounted at the door without first having to hang up When activated while on a call the feature will not affect the call in progress other than to show a short confirmation on the display You can add the Activate Door Relay feature to a phone keymap button just like any other station feature To unlock a door While idle or while on a call dial 332 The door is unlocked Page 18 Mitel 8520 Telephone User Guide Issue 14 June 2010 Answering and Placing Calls The following instructions describe how to answer and place internal and external calls and how to use related features NOTE By default internal intercom calls are assigned to the IC button and external calls are assigned to the CALL buttons Answering Calls Your tele
71. sting a Callback Queuing the Phone When you request a callback queue the phone the system calls you when the extension is available and places a call to the telephone To request a callback If there is no answer or if the extension is busy press Cxo Special followed by 6 and then hang up QUEUE REGISTERED FOR name appears When the extension becomes available your extension rings To cancel the callback request Press 6 QUEUE REQUEST CANCELED appears Using Camp on Camp on keeps you connected to the called extension until it becomes available You cannot use Camp on if the called extension is in DND or if the call is forwarded to voice mail See Using Do Not Disturb DND on page 47 To use Camp on Stay on the line and wait for the extension to become available Do not hang up If Camp on is enabled you hear Music on Hold while you are waiting Mitel 8520 Telephone User Guide Issue 14 June 2010 Page 21 Answering and Placing Calls Using Off Hook Voice Announce To use Off Hook Voice Announce e Do not hang up After the busy signal stops you are automatically connected and may speak e f you hear music or if the phone is in DND mode your off hook voice announce call will not go through Off Hook Voice Announce allows you to talk to the phone user on his or her handsfree speakerphone even though the user already has a call in progress on the handset This feature is not available if your pho
72. t missed received and dialed calls A maximum of 20 entries are stored in each call log You can use Call Logging to e View recent call activity e View caller ID information e Return or redial calls To use Call Logging 1 Dial 333 2 Select one of the following options Press 1 MISS for missed calls Press 2 RCV for received calls e Press 3 DL for dialed calls e Press 4 CLR to clear all entries 3 Press i Up or P Down to scroll through the entries The display shows the party s name and the extension or outside number if available and the date and time If no Caller ID information is available UNKNOWN CALLER appears To return a call or redial a number listed in a call log Press while the display shows the number To delete individual call log entries Press 0 to delete the displayed entry Using Secondary Extension Buttons Page 38 You can use programmable buttons as Secondary Extension buttons Secondary Extension buttons are assigned to other extensions in the system primary extensions Because Secondary Extension buttons are programmed by the system administrator you cannot change the buttons for example assign features to the buttons When programmed you can use Secondary Extension buttons to e Placean internal call to the primary extension e View the call activity at the primary extension e Transfer calls to the primary extension e Answer a call that is ringing or holding on a
73. t on HEADSET MODE ON appears To turn off Headset Mode and activate the handset and speakerphone Dial 317 HEADSET MODE OFF appears The handset or speakerphone is now activated Mitel 8520 Telephone User Guide Issue 14 June 2010 Page 7 Personalizing Your Phone Personalizing Your Phone This chapter describes features you can use to personalize your telephone Adjusting the Viewing Angle You can tilt the telephone stand for a better view of the buttons and display To adjust the viewing angle 1 Position the bottom of the telephone base on a flat surface 2 Tilt the telephone to the desired angle 3 Place the feet of the support mechanism in the holes on the base to secure the position of the telephone Changing Volume Levels You can change the following volume levels e Ringer alerting tone e Handset e Headset e Background music e External speaker You must be using the feature to change the volume level For example if you want to change the handset volume level you must be using the handset However you can adjust the ringer alerting tone volume level when the telephone is idle To change a volume level 1 While using the feature press LO Up to increase the volume or press LI Down to decrease the volume 2 Press the center of the button to save the setting Changing the Ring Tone You can select one of nine different ring tones To change the ring tone 1 With the handset on hook dial
74. tation or System Speed Dial bin Mitel 8520 Telephone User Guide Issue 14 June 2010 Troubleshooting Problem Possible Solution TO HANDOFF When try to use the Dynamic Extension Express Handoff feature 388 the display shows NO CALL The NO CALL TO HANDOFF display indicates that the call cannot be handed off because one of the following may have occurred You tried to use the Handoff feature on a call that has not been routed by Dynamic Extension Express You tried to use the Handoff feature on a call that the system has not yet recognized as a valid call You tried to use the Handoff feature on an unsupported extension The Handoff feature is supported on your main extension only You tried to use the Handoff feature on a phantom extension The Handoff feature is not supported on phantom extensions You entered the handoff feature code at the exact time the other party on the call disconnected The call was terminated for some reason Mitel 8520 Telephone User Guide Issue 14 June 2010 Page 57 A Abbreviations 3 About Your Phone 2 About Your Telephone 2 Account Codes using 28 ACD Hunt Group Wrap Up Timer stopping 52 ACD Hunt Groups logging in 51 logging out 52 Additional Programmable Buttons 13 Agent Help accepting or rejecting 53 requesting 52 Agent Help Calls accepting or rejecting 53 Agent Help requesting 52 Agent ACD hunt group 51 Angle adjusting
75. tem Speed Dial 381 calls View Button Assignments 396 Mitel 8520 Telephone User Guide Issue 14 June 2010 Answering Calls Lift the handset or press q Speaker to answer a call while using a headset or to answer a call in Handsfree Mode Placing Emergency Calls Dial the emergency number 911 U S or 999 112 Europe The system immediately places the emergency call as soon as you dial the number even if you do not select an outside line Placing Internal Intercom Calls With or without the handset lifted dial the extension number If you enter incorrect digits you can press the MUTE button to move the cursor backward deleting the last digits entered If you are using Handsfree Mode listen for the double tone and then begin to speak Placing External Calls Press the OUTGOING button or enter the Outgoing Call access code the default code is 8 and then dial the number Redialing External Numbers With or without the handset lifted press the REDIAL button The system automatically selects a line and dials the number Transferring Calls to Other Extensions 1 While on the call press the TRANSFER button and then enter the extension number 2 Do one of the following e Wait for an answer announce the call and then hang up If the extension is unavailable press the flashing IC or Call button to return to the caller e Hangup to transfer the call and disconnect the call fro
76. the receiver is connected e Consult the dealer or an experienced radio TV technician for help Notice to European Customers We Mitel Networks LTD Of Mitel Castlegate Business Park Portskewett Caldicot NP26 5YR UK Declare that for the hereinafter mentioned product the presumption of conformity with the applicable essential requirements of DIRECTIVE 1999 5 EC OF THE EUROPEAN PARLIAMENT RTTE DIRECTIVE AND OF THE COUNCIL is given Mitel Telephone 8520 Any unauthorized modification of the product voids this Declaration For a copy of the original signed Declaration of Conformity in full conformance with EN45014 please contact the Regulatory Approvals Manager at the above address Page iv Mitel 8520 Telephone User Guide Issue 14 June 2010 Contents Contents Getting Started 1 Welcome em eed tte lente eee CR UR RE RC ee eee eh en 9 RR CAR ds CR Oe Fact ocn 1 About Your Telephone lt 020200 Ern ined Rh REOR X TROC nee BEARER n RE RT CR Rn 2 Feature Descriptions sassu renine Ex UR RE RH e bebe ee XE C das ar de d ERE e E 3 Haridset dus xu Eden secu aer Ey Blew Vaio e pd daw BEES 3 BIT DID 3 Message Indicator Lamp 4 Programmable Buttons 4 Dialpad Buttohs pasai ANDA NG KSE aad dee ARR d veta 4d A 4 Speaker M 4 Feature Buttons cid RE AN ek e c RE x dr 5 Phone Signals T 6 Comfort and Safe
77. tions 3 Press Up or P Down to scroll through the entries The IC directory may display two similar entries one without an asterisk and one with an asterisk The entry without an asterisk is a primary extension NOTE The entry with an asterisk is a secondary extension See Using Secondary Extension Buttons on page 38 for more information about primary and secondary extensions 4 Press ft while the display shows the entry to dial a number or activate a feature code Using Account Codes Account codes record information for phone record reports You may be required to enter account codes when placing calls Contact your system administrator for more information about using account codes There are three types of account codes e Standard account codes Automatically entered into the phone record report whenever you place a call e Forced account codes Entered before you can place an outside call e Optional account codes Entered at any time during a call To enter an optional account code 1 While off hook press OO Special and then dial 390 2 Enter the optional account code and then press To set an account code for all calls placed from your telephone Dial 391 followed by the account code and then press ACCOUNT CODE ACCEPTED appears This code is used for all calls made from your telephone until it is disabled To disable the code Dial 391 and then press ACCOUNT CODE CLEARED appears Page 28 M
78. ty Tips eee n n hh hh m rn 6 Headset Instr ctions ims dar mat eee x Rm ee ee eee eee ee 7 Personalizing Your Phone 9 Adjusting the Viewing Angle 9 Changing Volume Levels s 9 Changing the Ring Tone ooo ocooococcooo eee eee 9 Adjusting the Display Contrast 10 Listening to Background Music 10 Changing the Language 10 Using the Dialpad Buttons to Enter Characters 11 Using Programmable Buttons 13 Default Access Codes pora soci EE e ue tee A EARN RRWEER uk kad 14 Outside Line Access Codes 14 Extension Numbers el Llscae adc ed v m RR CUP LR dau ed XS YR 14 Default Feature Codes 1 441 4 Ra PG v ER a RR RR RR CR er 14 Viewing Button Assignments 17 Resetting Programmable Buttons 17 Resetting the Telephone to the Default Settings 17 Switching Keymaps socle RE RR Rx lee a Een MARAR ROM SOR te ees da EORR 17 Activating Door Relay eise a Re 18 Mitel 8520 Telep
79. unt groups 1 Dial 326 The display shows AGENT LOGIN ACD HG 2 Do one of the following e Enter the ACD hunt group number e Press to log in to all of your ACD hunt groups The display shows AGENT LOGIN AGENT ID 3 Enter your Agent ID if applicable or press if you do not have an agent ID The display shows the log in status for one or all hunt groups Mitel 8520 Telephone User Guide Issue 14 June 2010 Page 51 Hunt Groups Logging out of ACD Hunt Groups You can log out of all ACD hunt groups at once or log out of each hunt group one at a time To log out of one or more ACD hunt group Do one of the following e Dial 328 to log out of all of your ACD hunt groups The display shows AGENT LOGGED OUT OF ALL ACDS e Dial 327 to log out of one hunt group at a time If you were logged in to only one hunt group the display shows AGENT LOGGED OUT OF HUNT GROUP number If you were logged in to more than one hunt group the display shows AGENT LOGOUT HG Enter the extension number of the ACD hunt group Stopping the ACD Hunt Group Wrap up Timer Each time you end an ACD hunt group call a wrap up timer starts The default wrap up time is 15 seconds Your system administrator can change the wrap up timer settings Until this timer expires you will not receive another hunt group call however you can stop the wrap up timer to allow calls to your extension To stop the wrap up timer With the handset on hook d
80. ures When searching the directory dialpad buttons can represent several characters as shown in the following table As you enter characters the entries that best match the characters entered appear The system connects the character sequence to possible directory matches For example to find the name Jones dial 56637 Button Characters Represented 0 0 1 1 2 2ABCabcCaaaacAAa 3 3DEFdef eE 4 4GHIghiifi 5 5JKLjkl 6 6MNOmno 6O0 RN 7 7QPRSqprs 8 8TUVtuvuduUu 9 9WXYZwxyzy mf Up Scroll to next entry LI Down Scroll to previous entry Cancel search Activate selection MUTE Move the cursor to the left deleting existing characters Previous versions of your system software may be programmed to use the Basic Search feature With this feature you do not have predictive search capabilities NOTE therefore you may have to enter the complete contact or feature name using the dialpad characters shown on Using the Dialpad Buttons to Enter Characters on page 11 Mitel 8520 Telephone User Guide Issue 14 June 2010 Page 27 Answering and Placing Calls To search for a directory name or feature 1 Dial 307 and then press one of the following e 1 for the IC directory e 2forthe Outside directory e 3forthe Feature directory 2 Press the dialpad buttons to enter up to 20 characters See the previous table for dialpad button character descrip
81. ures o 0 1 Handset 5 Programmable buttons 2 Display 6 Dialpad buttons 3 Message Indicator lamp 7 Feature buttons 4 Hold button 8 Speaker Page 2 Mitel 8520 Telephone User Guide Issue 14 June 2010 Getting Started Feature Descriptions The following sections describe default configurations Your telephone may be programmed differently Contact your system administrator for more information See About Your Telephone on page 2 for phone feature locations Handset The handset provided with this equipment is hearing aid compatible HAC If you are using a headset or if you are in Handsfree Mode you do not need to use the handset Display The phone has a two line display When the telephone is idle the display shows your extension number your username the time of day and the date At other times it might show reminder messages Do Not Disturb DND messages number dialed call sources elapsed time of calls current call costs error messages and so on Following are the feature display abbreviations Abbreviation Word or Phrase ACCT CODE Account Code CNF Conference DEST Destination DIR Directory DND Do Not Disturb EXT Extension LOGS Call Logging MSG Message RCL Recall SPKR Speaker SPKRPHN Speakerphone STN SPD Station Speed Dial SYS SPD System Speed Dial TFR Transfer TG Trunk Group a group of outside lines TR
82. uting type programmed for you by your system administrator The table below provides descriptions for the default routing types Routing Type Description Mobile Twinning Calls simultaneously ring your desk phone and mobile phone before going to voice mail Delayed Mobile Calls ring your desk phone first and then ring both your desk phone and Twinning mobile phone before going to voice mail Check with your system administrator to see which routing type has been programmed for you Your administrator can modify these routing types by adding or removing routing steps adding or removing destinations and changing the ring timers if required To ensure that calls are routed correctly to your mobile and home phones inform your system administrator if either of these phone numbers change To enable Dynamic Extension Express Dial 363 or 364 PERSONAL ROUTING ON appears on the display To disable Dynamic Extension Express Dial 362 or 364 PERSONAL ROUTING OFF appears on the display To answer a call routed to your mobile or home phone 1 Answer the call when it rings your telephone After you speak the Dynamic Extension Express prompt is played 2 Do one of the following e Press to accept the call You do not need to wait for the prompt to accept the call You can Novie accept the call immediately by pressing the button e Press to send the call to the voice mailbox associated with your main extensio
83. wing error messages may appear when using your telephone Message Reason CANNOT ACCESS FEATURE The feature is enabled but other feature related conditions were not met Make sure that all feature related conditions are met and retry CANNOT ACCESS RESERVED Your system does not support the feature Contact your FEATURE system administrator for more information INVALID FEATURE CODE The feature code entered does not exist Retry using the correct feature code see page 14 INVALID EXTENSION NUMBER The extension number entered does not exist Retry using a valid extension number NO UPDATE PERFORMED The feature was not completed or one or more feature conditions were not met Mitel 8520 Telephone User Guide Issue 14 June 2010 Page 55 Troubleshooting Troubleshooting Tips The following table includes troubleshooting tips for phone and system features Page 56 You can often correct problems that you may be experiencing by resetting the NOTE telephone to the default settings See Resetting the Telephone to the Default Settings on page 17 Problem Possible Solution The telephone is not working properly Contact your system administrator cannot use one or more of the features described in this guide The feature may not be enabled Contact your system administrator for more information cannot program System Speed Dial numbers Your system administrat
84. your Station password 1 Dial 392 ENTER PASSWORD appears 2 Enter your current password the default password is your extension number followed by CHANGE PASSWORD TO appears 3 Enter the new password followed by VERIFY PASSWORD appears 4 Enter the new password again followed by DATABASE UPDATED appears To change the password from another phone see Changing Your Station Password on page 44 Accessing Configuration Assistant Follow the instructions below to access Configuration Assistant To access Configuration Assistant 1 Access the Configuration Assistant extension number from inside or outside the system by e dialing it from any phone in the system e being transferred to it e dialing it from automated attendant voice mail or DISA 2 Doone ofthe following e f calling from your main desktop phone proceed to step 3 e f calling from someone else s main desktop phone that is designated as a Configuration Assistant user press the Star button and then enter your extension number e f calling from a phone that is not designated as a Configuration Assistant user enter your extension number e lf transferred to Configuration Assistant or if calling Configuration Assistant from outside the system enter your extension number 3 Enter your Station password and then press You may now change the settings for any of the following features e Dynamic Extension Express see page 40 e DND see pa

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