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Mitel Inter-Tel User guide

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1. 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 TRNK Trunk an outside line MISSED number Missed Calls Mitel Model 8520 User Guide Issue 12 October 2008 Page 3 Getting Started Page 4 Message Indicator Lamp The Message Indicator lamp flashes or stays lit to indicate call message and feature activity See Using Messages on page 37 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 endpoint is idle Programmable Buttons Most of the buttons on your endpoint are preprogrammed by the system administrator however you can program some of the endpoint buttons for quick access to features or speed dial entries See Assigning Features to Programmable Buttons on page 11 fo
2. 0 000 cee een nenn 38 Deleting Waiting Inter Station Messages lille nh 38 Using Do Not Dist rb ociosos KA NANA a tee ID rx EUER IER E Ape RO ERU a ee Ue RR 39 Using Reminder Messages seeeeee eee RR RH rn 40 Paging Other System Users 0 0 cece eee n n n nh nnn 41 Placing a Page Announcement ooocc eee eae 41 Enabling or Disabling the Page Feature 0 cee eh 41 Hunt Groups 43 UCD and ACD Hunt Groups ee 43 Logging in to ACD Hunt Groups oooooooc eee eae 43 Logging out of ACD Hunt Groups eee 44 Stopping the ACD Hunt Group Wrap up Timer 0 200 0c cece ee eee 44 Other Hunt Group Features 0 02 ee eee 44 Requesting Agent Help ooooooooocorrranr ne een nenn 44 Diverting Hunt Group Calls 0 0 eee eae 45 Mitel Model 8520 User Guide Issue 12 October 2008 Page vii Contents Hunt Group Supervisor Features annan nun nun ehh nn 45 Accepting or Rejecting Agent Help Calls 0 0 00 ee eee 45 Monitoring Calls 12 scien bem mmm Ea pm En Ren a 45 Using Bargesin uu sdb i020 id ae bi bene dpi Deben Meee dab dade 45 Stealing Hunt Group Calls irssi srisisessincisrets sinies ide eki nrar tna 45 Troubleshooting 47 Contact Information m wa a a na a aan 47 Error Messages u 0 00 a an a EEEE ee 47 Troubleshooting TIPS 211 24 4 Eana NEI PARAAN ERRANSA AN AAEE AENEA 48
3. 2 00 e eee e n n n hh n hn 18 Placing Calls e 22 ERIS ed nee 18 Placing Emergency Calls 2222220 nennen nen ehh 18 Placing Internal Calls 2222 o 18 Requesting a Callback Queuing the Endpoint eee 19 Using Gamp On is Sie ERR dis glee HH ei 19 Using Off Hook Voice Announce auaa eaaa 19 Placing External Calls 2 0 0 0 00 bcc eee bes 20 Redialing a Number 2 40540 e eee iu eee ns bebe Rh ER Ed he ees 20 Using Speed Dial lor s aa a an 21 Using System Speed Dial 000 nennen 21 Using Station Speed Dial 00 0 AG 21 Storing Station Speed Dial Numbers 00 000 cee 21 Using the Dialpad Buttons to Enter Characters ss nennen eee 22 Dialing Station Speed Dial Numbers 00 00 cece eee ee 23 Deleting Speed Dial Entries llli 23 Assigning Speed Dial Entries to Programmable Buttons 25 23 Using the Directory Ren uot eme wax a RR n 24 Using Account Codes 4 5 e eve ai BAN RA KA ee 25 Call Features 27 Using Handsfree Mode 2 eee eee n mh hh 27 Enhanced Speakerphone Mode 000 cece cette eee eee 27 Using Ring Intercom Always 2 cece RII IHR mh hh 28 Using Mute une EPI 28 Placing Calls On Hold 2 22 22 eee eee eee eee nn 28 Entering a Hookflash eh ath e nn 28 Transferring Calls 4 434 e hh rr ee a 29 Transferring Calls to Other Extensions llle eae 29 Transferrin
4. e Feature Find and activate system features 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 8TUVtuv ulu 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 therefore you may have to enter the complete contact or feature name using the dialpad characters shown on page 22 NOTE Page 24 Mitel Model 8520 User Guide Issue 12 October 2008 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 2 for the Outside directory e 3 for the Feature directory 2 Press the dialpad buttons to enter up to 20 characters See the previous table for dialpad button character descripti
5. 3 After 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 and off feature code enables or disables your extension for all pages zone you cannot select individual zones To enable or disable paging for your endpoint Dial 325 to enable paging PAGE RECEIVE ON appears Dial 325 again to disable paging Mitel Model 8520 User Guide Issue 12 October 2008 Page 41 Hunt Groups Hunt Groups This chapter describes what Hunt Groups are and how to use them UCD and ACD 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 do 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 The system distributes calls to ACD hunt groups as follows 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
6. 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 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 any 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 n
7. Transfers the current call MSG Connects to Inter station and voice messages Toggles between Alpha Mode and Numeric Mode FWD Forwards the call to the specified number Right forward when entering dialpad characters ANSWER Answers calls OUTGOING Selects an outgoing line for external calls Mitel Model 8520 User Guide Issue 12 October 2008 Commonly Used Feature Codes Contact your system administrator for more information about system features Feature Code ACD Agent Log In Out 328 Automatic IC Call Access On Off 361 Automatic Trunk Call Access On Off 360 Background Music On Off 313 Call Forward All Calls 355 Call Logging 333 Conference 5 Default Station 394 Directory 307 Display Time And Date 300 Do Not Disturb On Off 372 Handsfree On Off 319 Headset On Off 317 Hold Individual 336 Hold System 335 Hunt Group Remove Replace 324 Message Cancel Left Message 366 Message Delete Message 368 Message Leave Message 367 Message Messages Menu 365 Microphone Mute On Off 314 Page Receive On Off 325 Program Buttons 397 Program Station Password 392 Programmable Buttons Default 395 Queue Callback Request 6 Record A Call 385 Reverse Transfer Call Pick Up 4 Ring Tone Selection 398 Station Speed Dial 382 Station Speed Dial Programmi
8. 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 Station messages sent by other internal parties are indicated by the party s programmed user name e Voice messages are indicated by FROM MBOX lt your extension number gt 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 where you left the message MESSAGE CANCELED FOR lt name gt 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 lt message information appears 2 Press to delete the displayed message Page 38 Mitel Model 8520 User Gui
9. Hunt Group Remove Replace 45 324 Hunt Group Replace 45 323 LCD Contrast Control 10 303 Message Cancel Left Message 38 366 Message Delete Message 38 368 Message Leave Message 37 367 Message View or Send Message 38 365 Microphone Mute On and Off 28 314 Page 41 7 Page Receive On and Off 41 325 Program Buttons 11 397 Program Station Password 34 392 Programmable Buttons Return to Default 18 395 Queue Callback Request 19 6 Record A Call 32 385 Redial 20 380 Redirect Call 18 331 Reminder Message 40 305 Reminder Message Cancel 40 306 Remote Programming 34 359 Reverse Transfer Call Pick Up 29 4 Ring Intercom Always On and Off 28 377 Ring Tone Selection 9 398 Station Monitor 45 321 Station Speed Dial 21 382 Station Speed Dial Programming 21 383 Steal Call 45 387 System Forward Off 30 353 Mitel Model 8520 User Guide Issue 12 October 2008 Page 13 Personalizing Your Endpoint Feature Page Code New Code System Forward On 30 352 System Forward On and Off 30 354 System Speed Dial 22 381 Switch Keymap 15 399 Transfer To Hold 29 346 Transfer To Ring 29 345 View Programmable Button Assignments 14 396 Programming DSS BLF Buttons You can use programmable buttons as Direct Station Selection Busy Lamp Field DSS BLF buttons DSS BLF buttons must be enabled by your system administrator The Model 8560 supports the
10. Mitel Model 8520 User Guide Issue 12 October 2008 Page 25 Call Features Gall 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 NOTES Mode see the following section You cannot use Handsfree Mode if you are using a headset or if you have more than one endpoint assigned to an extension number To use Handsfree Mode With the handset on hook dial 319 HANDSFREE MODE ON appears on the display Dial 319 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 NOTE This feature is not available on the Model 8660 endpoint 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 endpoints cannot be in Enhanced Speakerphone Mode while on a c
11. Model 8450 DSS BLF unit which has 50 programmable buttons and the Model 8416 Mini DSS unit which has 16 programmable buttons Contact your system administrator for more information DSS BLF units are programmed the same way as endpoint DSS BLF buttons NOTE After you program a DSS BLF 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 The following lamp signals indicate call activity Lamp Signal 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 To assign a DSS BLF button 1 With the handset on hook dial 397 2 Press the programmable button and then enter the extension number to be assigned to the button 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 buttons to show the assignment 3 Press or P Speaker to exit Page 14 Mitel Model 8520 User Guide Issue 12 October 2008 Person
12. 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 I cannot use the Agent Help or Record a Call features 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 Station or System Speed Dial code Mitel Model 8520 User Guide Issue 12 October 2008 A Abbreviations 3 Account codes using 25 Agent Help accepting or rejecting 45 requesting 44 Agent ACD hunt group 43 Answering calls 17 Audio problems 48 Automatic Access using 17 B Background music listening to 10 Barge in using 45 Buttons DSS BLF 14 feature 5 C Call Forward Manual 30 System 30 using 30 Call logs using 33 Callback requesting 19 Caller ID information displaying 30 Calls answering 17 camping on to endpoint 19 conference placing 31 endpoint queuing for 19 external placing 20 forwarding 30 logs using 33 muting the microphone 28 picking up reverse transferring 29 Index placing internal IC 18 recording 32 transferring 29 waiting 17 Camp on using 19 Changing keymaps 15 the language 10 volu
13. in agents according to their Agent ID number instead of their extension number Agents can log in to any ACD hunt group endpoint o Extensions Hunt group members do not use Agent IDs and calls are distributed to endpoints 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 45 Only one agent can be logged in to an endpoint 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 However the first call you receive after you log in rings until you answer it 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 followed by your Agent ID if necessary AGENT LOGGED INTO ALL ACDS appears Dial 328 to log out followed by your Agent ID if necessary To log in to one or more ACD hunt 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 grou
14. 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 one answered To use Automatic Trunk Answer 1 When an incoming external call is ringing at another Answer Access list extension lift the handset or press Speaker 2 Dial 350 or press the flashing Trunk lt number gt button Placing Calls The following instructions describe how to place calls and related features 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 Calls Internal calls are calls placed to other extensions in the system Internal calls are assigned to the Intercom IC button on your endpoint 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 listen for the double tone and then begin to speak If there is no ans
15. 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 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 Endpoints 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 Model 8520 User Guide Issue 12 October 2008 Contents Contents Getting Started 1 Welcome o a x eee ee RUE RE bee ee eee ee Sele ee ee Gale T RR E 1 About Your Endpoint eros e eee take eee Rn ee ANG 2 Feature Descriptions seb eee a ERR AA a eke ERE S DE 3 Haridset kik a se Ede Resa na e eg eine e bd donar du 3 BIT DIDIT 3 Message Indicator Lamp 000 c cece tenet 4 Programmable Buttons eae 4 Dialpad Buttohs o daea ai naia ede er ex de ea en ee 4 ROLL cM M 4 Feature Buttons ized ewe ee exe eR xx ers 5 Endpoi
16. 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 endpoint Page 6 Do not cradle the handset Prolonged use of the handset can lead to neck shoulder or back discomfort especially if you cradle the handset between your neck and shoulder If you frequently use the endpoint 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 Model 8520 User Guide Issue 12 October 2008 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 endpoint 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 HAC NOTES f
17. 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 endpoint See Endpoint Signals on page 6 2 Dial 317 to turn the headset 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 Model 8520 User Guide Issue 12 October 2008 Page 7 Personalizing Your Endpoint Personalizing Your Endpoint This chapter describes features you can use to personalize your endpoint Adjusting the Viewing Angle You can tilt the endpoint stand for a better view of the buttons and display To adjust the viewing angle 1 Position the bottom of the endpoint base on a flat surface 2 Tilt the endpoint to the desired angle 3 Place the feet of the support mechanism in the holes on the base to secure the position of the endpoint 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
18. 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 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 CONFERENC
19. E 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 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 22 ANSWER Answers calls OUTGOING Selects an outgoing line for external calls Mitel Model 8520 User Guide Issue 12 October 2008 Page 5 Getting Started Endpoint Signals The endpoint 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 endpoint button lamps illuminate at the same time for a few seconds when the endpoint 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
20. E WAS HOLDING appears and you are reconnected to the conference Mitel Model 8520 User Guide Issue 12 October 2008 Page 31 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 amp 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 This feature is not supported for peer to peer P2P calls Contact your system administrator for more information To use Record A Call 1 While on a call press Oo Special and then dial 385 to turn Record A Call on REQUESTING RECORD A CALL appears Enter the voice 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 If your system administrator assigns the Record a Call voice mailbox NOTE MEE P destinati
21. Endpoint User Guide Model 8520 Endpoint 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 Feature Buttons Most of the following feature codes work when your endpoint is idle However if you are on an active call or ifthe endpoint is off hook you may need to press OO Special to activate the feature before you enter the feature code If you make a mistake when entering numbers or characters you can press the MUTE button to move the cursor to the left and delete the characters entered or you can press to cancel the feature Button Action Oo 4 Activates features while on active calls Provides volume control Scrolls through feature options Activates Handsfree Mode q Turns speaker on and off w 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 DND Turns DND mode on or off 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 a telephone number CNF Places a conference call TRANSFER
22. Index 49 Page viii Mitel Model 8520 User Guide Issue 12 October 2008 Getting Started Getting Started Welcome The instructions in this guide are for using the Model 8520 endpoint The Quick Reference Guide located at the beginning of this user guide is an overview of frequently used features Your endpoint should be powered 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 system 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 NuPoint Messenger 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 endpoint 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 Model 8520 User Guide Issue 12 October 2008 Page 1 Getting Started About Your Endpoint Your endpoint is equipped with a two line display a hearing aid compatible handset a Message Indicator lamp an interna
23. N lt number gt UPDATED appears Mitel Model 8520 User Guide Issue 12 October 2008 Page 21 Answering and Placing Calls Using the Dialpad Buttons to Enter Characters You can use the dialpad buttons to enter text or numbers for features such as Station Speed Dial above and Do Not Disturb on page 39 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 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 3 Number of Times Button is Pressed 1 2 3 4 5 6 7 8 9 10 11 Button English Spanish Characters Japanese Katakana Characters 1 amp 1 A l U E O a 2 A B C 2 KA KI KU KE KO i 3 D E F 3 SA SHI SU SE so u 4 G H i 4 TA CHI TSU TE TO e 5 J K L 5 NA NI NU NE NO o 6 M N O 6 HA HI FU HE HO tsu 7 P Q R s 7 MA MI MU ME MO ya 8 T U V 8 YA YU YO A yu 9 Ww x Y Z 9 RA RI RU RE RO yo 0 0 WA WO N pa ba long For example to enter May 31 you could use the
24. Y appears 3 Enter the feature code extension number or speed dial code 0 to 9 to be assigned to the button Default Access Codes The 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 Endpoint Extensions 1000 to 1999 Hunt Groups 2000 to 2299 Mitel Model 8520 User Guide Issue 12 October 2008 Page 11 Personalizing Your Endpoint 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 for reference in the New Code column Most of the following feature codes work when your endpoint is idle However if you are on an active call or if the endpoint is off hook you may need to press Oo Special to activate the feature before you enter the feature code NOTES If you make a mistake when entering a feature code you can press the MUTE button to move the cursor to the left and delete the characters entered or you can press to cancel the f
25. administrator for more information To switch between keymaps when your endpoint 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 Oo Special and then dial 399 Mitel Model 8520 User Guide Issue 12 October 2008 Page 15 Answering and Placing Calls The following instructions describe how to answer and place internal and external calls and how to use related features By default internal intercom calls are assigned to the IC button and external MON calls are assigned to the CALL buttons Answering Calls Your endpoint may be preset to automatically answer incoming internal calls in Handsfree Mode See Using Handsfree Mode on page 27 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 27 If you are currently on a call press the flashing IC or CALL button to answer a waiting call See Answering Waiting Calls in the following section 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
26. alizing Your Endpoint Resetting Programmable Buttons You can reset programmed buttons to the default assignments Resetting the programmable buttons does not reset buttons 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 Endpoint to the Default Settings Resetting the endpoint 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 Endpoint on page 19 e Restores Handsfree Mode Using Handsfree Mode on page 27 e Cancels Manual Call Forwarding See Manual Call Forwarding on page 30 e Cancels System Forwarding See System Forwarding on page 30 e Cancels Do Not Disturb DND See Using Do Not Disturb on page 39 e Restores Page settings See Paging Other System Users on page 41 e Resets hunt group calls See Hunt Groups on page 43 To return your endpoint to the default settings Dial 394 STATION DEFAULTED appears Switching Keymaps Keymaps are the default button assignments on your endpoint Your system administrator may have programmed an alternate keymap allowing you to switch between keymap assignments Contact your system
27. all together one endpoint must be off hook to allow the other endpoint to enter NOTE Enhanced Speakerphone 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 1 This feature may or may not be enabled for your system Mitel Model 8520 User Guide Issue 12 October 2008 Page 27 Call Features 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 to turn the Ring Intercom Always off 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 press the MUTE button MICROPHONE MUTE ON appears When the microphone is muted the Mute button lamp is lit Press the MUTE button again to turn the microphone back on Placing Calls On Hold You can place calls on either Individua
28. 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 Single Line Group or ARS access codes Redialing a Number You can quickly redial the last external number dialed Although most endpoints are programmed to redial the last number dialed your system administrator can program your endpoint 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 endpoint 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 NOTE TO DIAL Page 20 Mitel Model 8520 User Guide Issue 12 October 2008 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 endpoint Station Speed Dial Using System Speed Dial Your system administrator assigns Sp
29. ars 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 display 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 40 With the handset on hook press Mitel Model 8520 User Guide Issue 12 October 2008 Messages Paging Other System Users You can place page announcements through endpoint speakers or external speakers if applicable Your system may use page zones to prevent announcements from transmitting through every endpoint in the system Each page zone contains a different 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 To place a page announcement 1 Press the PAGE button 2 Enter the page zone number 0 to 9
30. background music off Changing the Language Your system administrator can select two of the following languages as the primary and secondary languages used to display text 1 e American English e British English Spanish Japanese You can change the language by selecting the secondary language Contact your system administrator for more information To change the 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 Model 8520 User Guide Issue 12 October 2008 Personalizing Your Endpoint Assigning Features to Programmable Buttons For quick access you can assign feature codes extension numbers or speed dial numbers to your programmable buttons You can then use the programmed buttons to activate features or place calls See Default Access Codes below and Default Feature Codes on page 12 for code lists Before assigning a speed dial number to a programmable button you must store the number with either a Station or System speed dial code See Using Speed Dial on page 21 NOTES You cannot reprogram the default button assignments To assign a feature extension number or speed dial code to a button 1 With the handset on hook dial 397 2 Press the button that you want to program UNDEFINED KEY appears If the button is not programmable NON PROGRAMMABLE KE
31. button This places the first call on hold 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 28 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 AUTO IC ACCESS ON appears Dial 361 again to turn Automatic Access off To use Automatic Call Access for incoming external trunk calls With the handset on hook dial 360 to turn Automatic Call Access on for incoming external calls on AUTO TRNK ACCESS ON appears Dial 360 again to turn Automatic Access for incoming external calls off Mitel Model 8520 User Guide Issue 12 October 2008 Page 17 Answering and Placing Calls Redirecting Calls You can redirect incoming calls to other extensions external numbers or send a DND message see page 39 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 Using Automatic Trunk Answer You can use Automatic Trunk Answer to answer
32. c Call Distribution ACD 43 Barge in using 45 calls diverting 45 monitoring 45 stealing 45 logging out of 44 types 43 Uniform Call Distribution UCD 43 wrap up timer 44 Individual Hold using 28 Internal calls placing 18 K Keymaps changing 15 L Language changing 10 LCD contrast changing 10 Logs call 33 Members hunt group 43 Messages canceling 38 deleting 38 Do Not Disturb 39 error 47 leaving 37 pages 41 Reminder 40 replying to 38 viewing 38 voice listening to 38 Microphone muting 28 Music listening to 10 Mute using 28 Mitel Model 8520 User Guide Issue 12 October 2008 N Numbers redialing external 20 O Off hook 6 On hook 6 Outgoing Call access code 20 P Paging enabling or disabling 41 using 41 Password Remote Programming changing 34 entering 34 Placing calls conference 31 external 20 internal 18 Programmable buttons assigning 11 resetting to default values 15 viewing button assignments 14 Q Queuing for an endpoint 19 Quick Reference Guide i R Record A Call using 32 Redialing external numbers 20 Reminder Messages using 40 Remote Programming password changing 34 entering 34 using 34 Reverse Transfer Call Pickup using 29 Ring Intercom Always using 28 Mitel Model 8520 User Guide Issue 12 October 2008 Index Ring Message Indicator 4 S Selecting aring tone 9 Settings returning to defaul
33. d then press to continue 4 Press the MUTE button repeatedly until the number is erased and then press STN SPD BIN lt number gt UPDATED appears Assigning Speed Dial Entries to Programmable Buttons You can assign Station or System Speed Dial numbers to your programmable buttons Before assigning the speed dial number to a programmable button make sure the number has either a Station or System Speed Dial code assigned to it To program a System Station Speed Dial button 1 With the handset on hook dial 397 PRESS THE BUTTON TO PROGRAM appears 2 Press the feature button that you want to use as a speed dial button 3 Dial 382 Station Speed Dial or 381 System Speed Dial 4 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 0 to 9 for Station Speed Dial or 000 to 999 or 0000 to 4999 for System Speed Dial Mitel Model 8520 User Guide Issue 12 October 2008 Page 23 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
34. de Issue 12 October 2008 Messages Using Do Not Disturb 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 OnaTrip 19 Gone Home 10 On Break 20 Out to Lunch You can enter a second line of text up to 20 characters 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
35. eature Feature Page Code New Code Account Code Follow Calls 25 391 Account Code Optional 25 390 ACD Agent Log In 43 326 ACD Agent Log In or Log Out 43 328 ACD Agent Log Out 43 327 ACD Agent Wrap up Terminate 44 329 Agent Help Reject 44 376 Agent Help Request 44 375 Answer Ringing Call 17 351 Automatic IC Call Access On and Off 17 361 Automatic Trunk Call Access On and Off 17 360 Automatic Trunk Answer 30 350 Background Music On and Off 10 313 Barge in 45 386 Call Forward All Calls 30 355 Call Forward If Busy 30 357 Call Forward If No Answer 30 356 Call Forward No Answer Busy 30 358 Call Logging 33 333 Change Language 10 301 Conference 31 5 Default Station 15 394 Directory 24 307 Display Time And Date 29 300 Do Not Disturb 39 370 Do Not Disturb Cancel 39 371 Do Not Disturb On and Off 39 372 Do Not Disturb Override 39 373 2 These features shown may or may not be enabled for your system Page 12 Mitel Model 8520 User Guide Issue 12 October 2008 Personalizing Your Endpoint Feature Page Code New Code Group Listen 32 312 Handsfree On and Off 27 319 Headset Off 7 316 Headset On 7 315 Headset On and Off 7 317 Hold Individual 28 336 Hold System 28 335 Hookflash Recall in Europe 28 330 Hunt Group Remove 45 322
36. eed Dial location numbers which are available to everyone in the system Contact your system administrator for more information To view or dial System Speed Dial numbers 1 Dial 381 REVIEW SYS SPEED lt code range gt 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 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 locations e Enter the speed dial location 0 to 9 3 Press to select the location Enter the name of the speed dial contact up to 10 characters For dialpad character descriptions see Using the Dialpad Buttons to Enter Characters on page 22 5 Press 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 BI
37. following sequence 1 o Noa ODN In Alpha Mode MSG button is lit press 6 once to enter an M Press 2 once to enter an A Press 9 three times to enter a Y Press FWD to enter a space Press MSG to switch to Numeric Mode Press 3 Press 1 Press Speaker or lift the handset to save the entry 3 Page 22 Japanese characters are available only if the Multilingual feature is enabled and if Japanese is installed as the secondary language Mitel Model 8520 User Guide Issue 12 October 2008 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 location number 0 to 9 The system dials the number e Press LO Up or LI Down to scroll through the speed dial locations and then press to select the location and dial the number You can also program buttons to dial Station Speed Dial numbers See Assigning Speed Dial Entries to Programmable Buttons in the following section Deleting 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 locations e Enter the speed dial location 0 to 9 Press to select the location 3 Press the MUTE button repeatedly until the name is erased an
38. g Calls to External Numbers 0000 ee ae 29 Using Reverse Transfer 0 AG 29 Viewing Your System Information 0 cece RR hm m nn 29 Viewing Caller ID Information 0000 RR IRI IH n 30 Page vi Mitel Model 8520 User Guide Issue 12 October 2008 Contents Forwarding Calls eR nn nn en Be 30 Manual Call Forwarding 22 2 000 c sense een m EA 30 System Forwarding lime u ban A PP RR eios 30 Placing Conference Calls 0 eee eee ruth 31 Adding a Conference Party 2 000 hn 31 Transferring a Conference 2 2 a a 31 Dropping Out of a Conference er 31 Ending a Conference and Placing all Parties on Hold 0 32 Using Record A Gall u a EEGMRX o DAR NG 32 Using Group Listen u 4 2 4 4 Henn 32 SEITDEM ICT PPP 33 Using Secondary Extension Buttons cse nn n nnn 33 Remote Programming LR He kehren 34 Entering a Remote Programming Password 0 00 eee eee 34 Using Remote Programming to Change the Password 2 00000 eee eeaes 34 Using Remote Programming to Change DND Settings 0 0 0 else 35 Using Remote Programming to Forward Calls 1 0 2 0 0 0 0 e eee eae 35 Messages 37 Using Messages siii nu l9 dee ee ia ai na irn 37 Leaving Messages at Other Extensions n seen een eres 37 Viewing and Responding to Messages 00 cee es 38 Canceling Messages Left at Other Extensions
39. g Remote Programming to Change the Password You can use Remote Programming to change the station endpoint password To use Remote Programming to change the station password 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 endpoint on the system Dial 359 Enter your extension number Enter your password followed by Dial 392 Enter the new password followed by ND ak WN Enter the new password again followed by Page 34 Mitel Model 8520 User Guide Issue 12 October 2008 Call Features Using Remote Programming to Change DND Settings See Using Do Not Disturb on page 39 for more information about using DND To use Remote Programming to turn on DND 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 endpoint on the system Dial 359 Enter your extension number Enter your password followed by Dial 370 Enter the DND message number 01 to 20 and then enter the second line message text if applicable oa P O N To use Remote Programming to turn off DND Follow previous steps 1 through 4 and then dial 371 Using Remote Programming to Forward Calls See Manual Call Forwarding on page 30 for more information about Manual Call Forwarding To use Remote Programming to turn on Manual Call Forwarding 1 Do o
40. g at a voltage exceeding 300 volts between conductors or is subject to lightning strikes e The socket outlet if used shall be located near the equipment and shall be easily located by the user e Use only Mitel approved power adaptors e The handset supplied with the endpoint 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 Model 8520 User Guide Issue 12 October 2008 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
41. guide may not be available for your endpoint Check with your system administrator to see which software version your telephone system currently uses and if there are any feature restrictions for your system Page ii Mitel Model 8520 User Guide Issue 12 October 2008 Endpoint 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 endpoint equipment basic safety precautions should always be followed to reduce the risk of fire electric shock and injury to persons including the following e 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 e Avoid using an endpoint other than a cordless type during an electrical storm There may be a remote risk of electric shock from lightning e Do not use the endpoint to report a gas leak in the vicinity of a leak e Do not connect directly to the Public Switched Telephone Network PSTN Any connection of this endpoint 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 operatin
42. l Hold or System Hold e Individual Hold Places an internal or external call on hold at your endpoint e System Hold Places an external call on hold in the system You can then pick up the call from any endpoint that indicates a flashing Call button for the call including the endpoint that placed it on hold To place a call on Individual Hold 1 Press amp Hold ENTER EXTENSION NUMBER appears 2 Hang up or place another call To place an outside call on System Hold 1 Press QO Special and then dial 335 ENTER EXTENSION NUMBER appears 2 Hang up or place another call To return to a call that is on hold Press amp Hold and then lift the handset or press El Speaker lt Caller gt 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 28 Mitel Model 8520 User Guide Issue 12 October 2008 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 31 for more information If your system administrator has enabled Transfer on Connect for your endpoint 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
43. l 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 endpoint and voice mail features This photo shows the external components of the endpoint See Feature Descriptions on page 3 for more information about the endpoint features o 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 Model 8520 User Guide Issue 12 October 2008 Feature Descriptions Getting Started The following sections describe default configurations Your endpoint may be programmed differently Contact your system administrator for more information See About Your Endpoint on page 2 for endpoint 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 endpoint has a two line display When the endpoint 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
44. lls are forwarded if your 358 Answer Busy endpoint 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 TEA Speaker or lift and replace the handset ANY CALL FORWARD CANCELED appears System Forwarding You can use System Forwarding to route calls based on the type of call and the idle or busy status of your endpoint 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 Page 30 Mitel Model 8520 User Guide Issue 12 October 2008 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 including 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
45. me levels 9 Characters entering dialpad 22 Codes account 25 default system access 11 feature default 12 Outgoing Call access 20 Comfort and safety tips 6 Conference calls adding a party to 31 dropping out of 31 ending 32 placing 31 transferring 31 Contacts information 47 Contrast changing 10 D Default programmable buttons resetting to 15 settings returning the endpointto 15 system access codes 11 Dialpad buttons 4 characters entering 22 Direct Station Selection Busy Lamp Field DSS BLF 14 Display contrast changing 10 name changing 48 Diverting hunt group calls 45 Do Not Disturb using 39 Mitel Model 8520 User Guide Issue 12 October 2008 Page 49 Index E Endpoint blank display 1 changing volume levels 9 comfort and safety 6 default settings returning to 15 errortones 6 features dialpad buttons 4 feature buttons 5 programmable buttons 11 Ring Message Indicator 4 speaker 4 ring tone selecting 9 signals 6 viewing angle changing 9 Error messages 47 tones endpoint 6 Extension numbers 11 External calls placing 20 F Feature buttons 5 codes using 12 G Group Listen using 32 H Handset off hook 6 off hook on hook 6 on hook 6 Handsfree Mode overriding 28 using 27 Headset using 7 Hold Individual 28 System 28 Hookflash entering 28 Page 50 Hunt groups accepting or rejecting Agent Help 45 Agent Help requesting 44 agent IDs 43 Automati
46. 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 Model 8520 User Guide Issue 12 October 2008 Notice This guide is released by Mitel Networks Corporation and provides information necessary to use the Model 8520 endpoint 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 Strategic Partners amp Resellers Mitel Partner Locator 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
47. mitel com Mitel is a registered trademark of Mitel Networks Corporation Inter Tel is a registered trademark of Inter Tel Delaware Incorporated All other trademarks mentioned in this document are the property of their respective owners including Mitel Networks Corporation and Inter Tel Delaware Incorporated All rights reserved 2003 2008 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 Model 8520 User Guide Issue 12 October 2008 Page i Important Safety Instructions and Precautions Remember the following safety guidelines when using the endpoint 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 equipme
48. n page 41 e Voice mail messages System voice mail messages Because a variety of voice mail products work with the Mitel 5000 system 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 NuPoint Messenger Messaging User Guide on the Mitel Web site http edocs mitel com Contact your system administrator for more information about your voice mail system NOTE 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 a inter station message MESSAGE LEFT FOR lt name gt appears 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 lt name gt appears Mitel Model 8520 User Guide Issue 12 October 2008 Page 37 Messages Viewing and Responding to Messages When you have new messages
49. nal stops you are automatically connected and may speak e f you hear music or if the endpoint is in DND mode your off hook voice announce call will not go through Off Hook Voice Announce allows you to talk to the endpoint 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 endpoint has the Ring Intercom Always feature enabled 2 This feature may or may not be enabled for your system Mitel Model 8520 User Guide Issue 12 October 2008 Page 19 Answering and Placing Calls 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 Endpoint on page 19 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 25 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
50. ne of the following e Call your DISA number provided by your system administrator If necessary enter your DISA password e Use any endpoint on the system Dial 359 Enter your extension number Enter your password followed by ak 9 N Dial one 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 Dial 355 and then hang up Mitel Model 8520 User Guide Issue 12 October 2008 Page 35 Messages The following sections describe how to use system messaging features including e Inter station messages Inter station messages are alerts sent to your endpoint 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 who left the message e Do Not Disturb DND messages Messages that other internal parties see when your endpoint is in DND See Using Do Not Disturb on page 39 e Reminder messages Messages that you can use to notify yourself of upcoming appointments meetings and so on See Using Reminder Messages on page 40 e Pages Announcements sent over endpoint speakers or external speakers See Paging Other System Users o
51. ng 383 Switch Keymap 399 System Forward On Off 354 System Speed Dial 381 View Button Assignments 396 Answering Calls Lift the handset or press 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 Hang up to transfer the call and disconnect the call from your endpoint For
52. nt Slgnals serrer 224 002 Be a fran ce eee rue na den 6 Comfort and Safety Tips llle n hh hh hm run 6 Headset Instr ctions Na so em ra an a x Rm ne nn 7 Personalizing Your Endpoint 9 Adjusting the Viewing Angle 00 cece eee eee hh m hh n 9 Changing Volume Levels 0 2 00 cee eee hh eee 9 Changing the Ring Tone 2 0 eee eee 9 Adjusting the Display Contrast 0 ccc nennen Rh hh hh 10 Listening to Background Music 000 e cece eee n n n nnn 10 Changing the Language on BIND a we Ae 10 Assigning Features to Programmable Buttons 0 eee eee eee 11 Default Access Codes 1 eee hh 11 Outside Line Access Codes AG 11 Extension NUMbETS 2 22 arrsa psa ras ead pease Puls den la PU RUP amen PE 11 Default Feature Codes 2 AG 12 Programming DSS BLF Buttons eee n nnn 14 Viewing Button Assignments 0 00 c eect eee hh 14 Resetting Programmable Buttons 0 0 00 cece n n n 15 Resetting the Endpoint to the Default Settings 0 cece eee 15 Switching Keyma ps oltre RR chee eee ann BNG nn KENAR ROME GD UR eet ee ne 15 Mitel Model 8520 User Guide Issue 12 October 2008 Pagev Contents Answering and Placing Calls 17 Luder 17 Answering Waiting Calls 00 AA nnn 17 Using Automatic Call Access mh 17 Redirecting Calls 72 KG KAN vex uec ERR aan EAR Venues re eR ed 18 Using Automatic Trunk Answer
53. nt or property Warning indicates a potentially hazardous situation which if not avoided could result in death or serious injury Danger indicates an imminently hazardous situation which if not avoided will result in death A aJi e 8 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 endpoints For repairs return the endpoint to an authorized Mitel provider Changes or modifications not expressly approved by Mitel may void the user s right to operate the NOTE a equipment Product Disposal Instructions Si This symbol indicates that the product is classified as electrical or electronic equipment and should not be disposed of with Mz 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
54. on 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 Speaker button lamp is unlit even though the NOTE speaker is on However if you are using a headset the q Speaker button lamp is lit If you press d 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 to turn Group listen off 2 This feature may or may not be enabled for your system Page 32 Mitel Model 8520 User Guide Issue 12 October 2008 Call Features Using Call Logs Call Logs are records of your most recent missed received and dialed calls Up to 20 entries can be stored in each call log You can use your Call Logs to e View recent call activity e View caller ID information e Return or redial calls To use Call Logs 1 Dial 333 2 Select one of the following options
55. ons 3 Press LO Up or LI 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 33 for more information about primary and secondary extensions 4 Press while the display shows the entry to dial a number or activate a feature code Using Account Codes Account codes record information for telephone 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 telephone 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 endpoint Dial 391 followed by the account code and then press ACCOUNT CODE ACCEPTED appears This code is used for all calls made from your endpoint until it is disabled To disable the code Dial 391 and then press ACCOUNT CODE CLEARED appears
56. ontact your system NoE administrator for more information To use Agent Help 1 While you are on a hunt group call press CO Special and then dial 375 If you hear repeating tones one of the following has occurred e The feature is not available at your endpoint 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 44 Mitel Model 8520 User Guide Issue 12 October 2008 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 endpoint to accept calls Hunt Group Supervisor Features The following features are available to 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 bo
57. otify 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 the 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 Model 8520 User Guide Issue 12 October 2008 Page 33 Call Features Remote Programming You can use Remote Programming to access the Do Not Disturb DND and Call Forwarding features from another system endpoint or an external phone 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 Entering a Remote Programming Password Before using Remote Programming you should enter a new password To enter a Remote Programming 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 station password from another phone see Using Remote Programming to Change the Password on page 34 Usin
58. press a Call 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 endpoint 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 endpoint 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 where the call is ringing or holding The call is transfer
59. ps Mitel Model 8520 User Guide Issue 12 October 2008 Page 43 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 lt number gt 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 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 dial 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 for peer to peer P2P calls C
60. r 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 27 for information about handsfree calls See Listening to Background Music on page 10 for more information about background music Mitel Model 8520 User Guide Issue 12 October 2008 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 af 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 27 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 22 DND Turns DND mode on or off See Using Do Not Disturb on page 39 PAG
61. rator can help you with items such as changing your settings or modifying endpoint features System administrator duties include e Adding new user accounts Setting the date and time e Programming System Speed Dial numbers e Making system 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 following error messages may appear when using your endpoint Message Reason CANNOT ACCESS FEATURE The feature is enabled but other feature related conditions were not met Retry and make sure that all feature related conditions are met 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 12 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 Model 8520 User Guide Issue 12 October 2008 Page 47 Troubleshooting Troubleshooting Tips Page 48 The following table includes t
62. red to the endpoint you are using and you are connected to the caller See Hunt Groups on page 43 for more information about using hunt groups 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 Mitel Model 8520 User Guide Issue 12 October 2008 Page 29 Call Features 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 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 endpoint is busy all incoming 357 calls are forwarded without ringing Call Forward If No All incoming ca
63. ringer alerting tone volume level when the endpoint 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 398 2 Do one of the following to select 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 Model 8520 User Guide Issue 12 October 2008 Page 9 Personalizing Your Endpoint 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 ifi Down to adjust the contrast e Press a number on the dialpad 1 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
64. roubleshooting tips for endpoint and system features You can often correct problems that you may be experiencing by resetting the NOTE endpoint to the default settings See Resetting the Endpoint to the Default Settings on page 15 Problem Possible Solution The endpoint 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 administrator programs System Speed Dial numbers cannot change the time and date on the endpoint display am experiencing audio problems on my endpoint such as echo distorted sound or choppiness Your system administrator programs the time and date Contact your system administrator if you notice that the date and time are incorrect 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
65. t 15 Signals endpoint 6 Speaker external 4 Speakerphone description 4 Group Listen using 32 handsfree calls 27 Speed dial Station using 21 System using 21 using 21 Star codes telephone company 48 Station messages canceling 38 deleting 38 leaving 37 replying to 38 viewing 38 Station Monitor using 45 Station Speed Dial numbers deleting 23 dialing 23 storing 21 using 21 Stealing calls 45 System forwarding 30 Hold 28 information displaying 29 time and date setting 48 T Time and date system 48 Tips comfort and safety 6 troubleshooting 48 Transferring calls 29 Troubleshooting tips 48 Page 51 Index V Voice messages deleting 38 leaving 37 listening to 38 Page 52 Volume levels 9 W Waiting calls answering 17 Wrap up timer stopping 44 Mitel Model 8520 User Guide Issue 12 October 2008 Part No 550 8112 Issue 12 October 2008
66. th parties but you cannot be heard by either one Station Monitor stops if the hunt group member terminates transfers 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 32 for more information about recording calls To use Station Monitor Dial 321 and then enter the extension number MONITORING EXT lt number gt appears Monitored hunt group members may hear an activation tone when the feature is activated Using Barge in While monitoring a hunt group call you can use Barge in to join the call To barge in to a hunt group call Dial 386 BARGE IN PROGRESS appears 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 lt number gt appears Mitel Model 8520 User Guide Issue 12 October 2008 Page 45 Troubleshooting Troubleshooting The following sections can help you solve problems that you may be experiencing with your endpoint 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 administ
67. the table above 3 If applicable enter the additional text for the DND description See Using the Dialpad Buttons to Enter Characters on page 22 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 Model 8520 User Guide Issue 12 October 2008 Page 39 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 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 appe
68. warding 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 INPROGRESS 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 to scroll through the
69. wer or if the extension is busy you can do the following e Request a callback queue See Requesting a Callback Queuing the Endpoint on page 19 e Camp on to the busy extension See Using Camp on on page 19 e Leave a message See Leaving Messages at Other Extensions on page 37 1 This feature may or may not be enabled for your system Page 18 Mitel Model 8520 User Guide Issue 12 October 2008 Answering and Placing Calls Requesting a Callback Queuing the Endpoint When you request a callback queue the endpoint the system automatically calls to connect you to the extension when it becomes available To request a callback If there is no answer or if the extension is busy press QO Special followed by 6 and then hang up QUEUE REGISTERED FOR lt name gt 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 on page 39 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 Using Off Hook Voice Announce To use Off Hook Voice Announce e Do not hang up After the busy sig

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