Mitel 5550 User manual

USER GUIDE

Notice to Canadian Customers
This Class B digital apparatus complies with Canadian standard
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:
•Reorient or relocate the receiving antenna.
•Increase the separation between the equipment and receiver.
•Connect the equipment into an outlet on a circuit different
from that to which the receiver is connected.
•Consult the dealer or an experienced radio/TV technician for
help.
Note: Changes or modifications not expressly approved by Mitel
Networks Corporation may void the user’s right to operate the
equipment.
Notice to Customers in EU Countries
We, Mitel Networks Ltd.
Of, Mitel Business Park
Portskewett
Caldicott
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 Networks / 5550 IP Console
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.
Complies with EN55022, EN55024, EN60950.
Note: This is a Class B product.

Notices
These notices appear on the product and in the technical
documentation:
WARNING Warning indicates a potentially hazardous situation
which, if not avoided, could result in death or
serious injury.
CAUTION Caution indicates a potentially hazardous situation
which, if not avoided, may result in minor or
moderate injury and/or damage to the equipment
or property.
Symbols
These symbols appear on the product:
The exclamation point within an equilateral
triangle indicates that important operating and
maintenance (servicing) instructions are included
in the literature accompanying the product.
®Trademark of Mitel Networks Corporation
© Copyright 2002, Mitel Networks Corporation
All Rights Reserved. Printed in Canada

Contents ♦i
Contents
Getting Started................................................................................ 3
Introduction ........................................................................................................4
Console Components ...........................................................................................4
Console Screen....................................................................................................5
Console Keypad ...................................................................................................6
Softkeys (F1 –F12) ..............................................................................................7
Handset and Cradle.............................................................................................7
Starting and Closing the Mitel Networks 5550 IP Console.....................................8
Adjusting the Console..........................................................................................9
Call Handling Basics..................................................................... 13
Answering Calls.................................................................................................14
Dialing Telephone Numbers ...............................................................................16
Extending (Transferring) Calls............................................................................18
Holding and Retrieving Calls..............................................................................20
Conference Calls................................................................................................21
Answering Recalls..............................................................................................22
Recovering the Last Released Call ......................................................................22
Advanced Features....................................................................... 25
Account Codes...................................................................................................27
Bulletin Board ...................................................................................................27
Call Answering Priority.......................................................................................28
Call Park ...........................................................................................................29
Call Waiting Threshold.......................................................................................30
Cancel Call Forwarding......................................................................................30

ii ♦Contents
Clear All Features.............................................................................................. 30
Data Calls ......................................................................................................... 31
Day and Night Service ....................................................................................... 32
Do Not Disturb (Extensions) .............................................................................. 33
Emergency Calls................................................................................................ 34
Feature Access Codes........................................................................................ 35
Firmkey Programming ....................................................................................... 35
Message Waiting................................................................................................ 36
Operator Absent/Present Status........................................................................ 37
Override............................................................................................................ 37
Paging............................................................................................................... 38
Phone Book....................................................................................................... 39
Scratch Pad....................................................................................................... 40
Serial Call ......................................................................................................... 40
Trunk Group Status Display.............................................................................. 41
System Speed Call............................................................................................. 42
Tone Signaling................................................................................................... 42
Hotel/Motel Features......................................................................45
Displaying and Changing Room Information ...................................................... 46
Searching for Rooms.......................................................................................... 47
Changing Room Occupancy and Condition Status ............................................. 48
Checking-In/Checking-Out ............................................................................... 48
Setting and Clearing Wake-up Calls................................................................... 48
Setting Call Restrictions .................................................................................... 49
Blocking Room-to-Room Calls............................................................................ 50
Monitoring Guest Rooms ................................................................................... 50
Clearing the Message Register............................................................................ 51
Printing Reports ................................................................................................ 51

Contents ♦iii
Reference....................................................................................... 55
Alarms...............................................................................................................56
Alarm types .......................................................................................................56
Greetings...........................................................................................................56
Rerouted Calls...................................................................................................57
Class of Restriction............................................................................................58
Class of Service..................................................................................................58
Feature Access Codes ........................................................................................59
Glossary ............................................................................................................60
Hunt Groups .....................................................................................................62
Paging Zones .....................................................................................................62
System Speed Call List.......................................................................................63
System Messages...............................................................................................64
Telephone Directory...........................................................................................70
Trunk Numbers .................................................................................................70
Index............................................................................................... 71

Getting Started

Getting Started ♦3
Getting Started
Contents
Introduction......................................................................................................................4
Console Components.........................................................................................................4
Starting and Closing the Mitel Networks 5550 IP Console ..................................................8
Adjusting the Console .......................................................................................................9

4 ♦Getting Started
Introduction
The Mitel Networks5550 IP Console is an attendant console and
administration application for the Mitel Networks3300 Integrated
Communications Platform (ICP). It features a specialized keypad and
an intuitive user interface for smooth, efficient call handling.
A note about feature availability
The features available on your telephone system (i.e. Mitel
Networks 3300 Integrated Communications Platform) are
automatically turned on.
Before you begin using the console
Take a few minutes to explore this guide —it contains all the
information you need to operate the Mitel Networks 5550 IP
Console.
The first section introduces you to the console. You will learn
about the console keypad and what the Function keys on the
computer keyboard do. You will also learn about the console
screen and how to interpret the information it displays.
If any problems occur while you are using the console, contact
your communications department for assistance.
Conventions used in this guide
Throughout this guide, the fixed-function keys and firmkeys
(both key types are explained later in this section) are in bold
type—for example, Answer or Release.
Softkey commands that appear on your screen and correspond to
the Function keys (F1, F2, F3, etc.) at the top of your keyboard
are shown in brackets—for example, [Source] or [Destination].
See page 7 for more information about softkeys.
Console Components
Your 5550 IP Console consists of a personal computer (PC) with
monitor, a standard computer keyboard, a keypad, a mouse and
a handset with cradle.
The monitor displays call-handling prompts and call status
information. Use the keypad for all call-handling functions,
including dialing. The handset (or optional headset) is for talking
with callers.
You use the computer keyboard to find entries in the Phone Book
or to type in the Scratch Pad or Bulletin Board. The Function
keys (F1, F2, F3, etc.) at the top of the keyboard execute the
softkey commands that appear on the screen.

Getting Started ♦5
Console Screen
The 5550 IP Console screen is divided into five areas:
•The Console Status area shows you at a glance what
state the console and the system are in —for example
whether the console ringer is on or off and whether the
system is in Day or Night Service.
•The Application area is divided into four
sections: The top left section displays information
about calls on hold; the top right, a Phone Book
for finding users on the system and other tools
such as an electronic scratch pad for taking
notes. The bottom two areas display information
on the Source (calling party) and Destination
(called party) of all calls handled by the console.
The Source area also shows the line on which you
answered the call. The Destination area also
shows call forwarding information.
The information displayed includes the name of
the party, extension or trunk number or trunk
label, type of extension, status of call (e.g.,
ringing), privileges assigned to the trunk or
extension, and the type of call (e.g., Conference,
Recall, Serial).
•The Call Waiting area displays an icon ( ) as a
visual indication of incoming calls. The icon
appears above the softkey that is used to answer
the call. You can tell how many calls are waiting
by the color of the icon: yellow ( ) for one call;
blue ( ) for two calls and red ( ) for three or
more calls.
•The Softkey areas at the bottom of the screen and
above the Destination area (i.e. in the Phone Book)
display the Softkey commands. The commands
correspond to the Function keys on the computer
keyboard. See the next section for more information
on the Softkeys.
•The Response area at the bottom of the screen
displays the date and time, the number of calls
waiting to be answered, and messages received
from the system.
Response Area
Application
Area
Softkey Area
Call Waiting
Area
Console
Status Area

6 ♦Getting Started
Console Keypad
The console keypad is used for dialing, call processing and accessing
3300 ICP features. You can adjust the slope of the keypad and detach
(or attach) it from the handset cradle.
The keys on the keypad are arranged in three groups:
Volume and Mute Keys –used to increase (+) or decrease (-) the
ringer volume and the volume of the earpiece in the handset or
headset. The Mute key turns the microphone in the headset or
handset on or off.
Call-processing Keys –fixed-function keys that are used to
answer and manage calls. They include Retrieve, Hold, Answer
Cancel, Recover and Release.
Firmkeys -- contains programmable keys that provide access to
the following console features and system services:
SCRATCH
PAD Displays an electronic notepad where you can type
messages from callers, reminders, questions, or
anything else you would write on notepaper. You can
also use the Scratch Pad to store telephone numbers
for speed dialing.
BULLETIN
BOARD Displays an area where you can type messages
that can be viewed from all other 5550 IP Consoles
on the system.
GUEST
SERVICE Displays room status information and softkeys for
managing guest services in a Hotel/Motel
installation.
PAGER Accesses paging equipment for making
announcements.
EMERGENCY
CALLS Raises an alarm at the console when an extension
user places an emergency call, and identifies the
extension that placed the call.
HELP Opens Help, which provides information to help
you accomplish your tasks.
OPERATOR
MODE Re-displays the main console screen.
PHONE BOOK Allows you to find and call an extension by typing
the user’s name, extension number or other
information.
APPL Starts another application that extends the capabilities
of the 5550 IP Console. Your communications
department selects the application.
TRUNK
STATUS Displays information about trunk (outside line)
usage.
MESSAGE Displays softkeys for setting or clearing the
Message Waiting indicator on the dialed extension.
TONES Sends subsequently dialed digits as tones (used
when dialing into voicemail systems.)
VOICE MAIL Transfers a recall to an extension user’s voicemail box.
Note: Some of the features shown are optional and may not appear
on your console keypad. For keypad programming information, see
Firmkey Programming on page 35.
Call-
processing
Keys
Firmkeys
Volume and
Mute Keys

Getting Started ♦7
Softkeys (F1 – F12)
The softkeys are the F1 to F12 keys on your computer keyboard.
You use them to enter commands shown in the softkey area on
the screen. The commands are not fixed to a specific softkey;
instead, they change depending on the state of the call you are
handling or the feature you are using. For example, when you
call a busy extension, the F4 key might be used to request a
Callback. At another time, the same key, F4, could be used to set
up a conference call.
Handset and Cradle
The 5550 IP Console is equipped with a handset and cradle. You
can adjust the slope of the cradle and detach (or attach) it from
the console keypad.
Mitel Networks-approved headsets are also available for use with the
console.
See page 9 for more information about using the handset or a
headset.

8 ♦Getting Started
Starting and Closing the Mitel
Networks 5550 IP Console
The 5550 IP Console starts with the operator status set to
“Operator Absent.”To begin receiving calls, you must change the
status to “Operator Present.”For more information, see page 37.
To start the 5550 IP Console
•Start Windows.
•Type your user name and password.
•Click on your Windows desktop.
To close the 5550 IP Console
•On the File menu, click Exit.
Accessing tools for system programming and
maintenance
The 5550 IP Console provides access to tools used to program
and maintain the 3300 ICP. Access requires authorization (i.e., a
user name and password) and is usually restricted to trained
technicians.
To access tools for system programming and maintenance
•On the File menu, click Connect to ESM or Connect to OPS
Manager.
Note: OPS Manager is supported by Windows 98 and Windows
2000 operating systems only.
Questions about Starting and Closing the
5550 IP Console
What happens to incoming calls when I close the 5550
IP Console application?
If yours is the only console on the system, the system
automatically switches to Night Service 1. Calls then ring
night bells or another designated answering point. If there are
other consoles, yours will switch to Operator Absent status
when you close the application. Other answering points will
receive the calls that would otherwise go to your console. For
more information, see Day and Night Service on page 32 and
Operator Status on page 37.
What happens to calls if my computer stops working?
Usually, a nearby extension will serve as a backup answering
position in the event of a power failure or other problem that
causes your computer to stop working. Calls that normally
ring the console would then ring the backup extension.
Can I use other applications while the 5550 IP Console is
running?
Yes, but keep in mind that having multiple applications open
at the same time as the 5550 IP Console can adversely affect
its performance. If possible, try to limit your use of other
applications to periods when call traffic is low.
My screen goes blank sometimes—why?
A power-saving feature built into the computer automatically
reduces the screen intensity when there has been no keyboard
or mouse activity for approximately two minutes. After
approximately five minutes, the screen goes blank. When you
press the spacebar on the keyboard, the console screen will
reappear.

Getting Started ♦9
Adjusting the Console
The console is designed with your comfort in mind. You can
make adjustments to the ringer, the language of text on the
screen, the angle of the keypad, whether you want to handle calls
using a handset or headset and more.
Console Ringer
To turn the console ringer on or off
•Select Ringer On or Ringer Off from the list in the
Console Status area.
When the ringer is off, the call waiting icon ( ) is the only
indication that you have calls waiting.
To adjust the ringer volume
•While the console is ringing, press the key on the console
keypad to set the volume to the level you want.
You can also use the Options command on the Tools menu to
adjust the ringer volume.
Console Keypad and Handset Cradle
You can adjust the slope of the keypad and detach (or attach) it
from the handset cradle. The angle of the cradle also adjusts via
the hinged attachment fitted to the back foot of cradle.
To attach the handset cradle
to the console keypad
•Align the tabs on the
clamp with the slots on the
bottom of the keypad.
•Press to seat the tabs in
the slots.
To detach the clamp from
the keypad
•Grasp the keypad as shown.
•Place your thumbs along
the edge of the clamp, and
then press down and away
from the keypad.
To detach the clamp from
the cradle
•Using your finger or a tool
such as a screwdriver, push
against either of the tabs as
shown.
•While pushing on the tab,
use the other hand to twist
the U-clamp upward.
WARNING: Bending your
wrist while using the keypad
for prolonged periods can
cause physical injury. To
minimize the risk of injury,
adjust the slope of the
keypad so that your wrist is
straight.

10 ♦Getting Started
Handset/Headset
The console keypad provides jacks for connecting a handset and
a headset. One jack is labeled for headset use only, the other for
either handset or headset use. Both jacks can be in use at the
same time but when they are, the dual-use jack is used for
listening only. (Typically, a supervisor uses the dual-use jack to
monitor a new attendant during training.)
Connect Mitel Networks-approved headsets only to the keypad. For a list
of approved headsets, see the 5550 IP Console Installation Guide.
The dual-use jack provides different audio levels for headsets and
handsets. Use the list to indicate which one—headset or
handset—is connected to the jack.
To set the dual-use jack for handset or headset operation
1. Plug the handset or headset into the dual-use jack ( ) on the
back of the console keypad.
2. Select Handset or Headset from the list in the Console
Status area.
To adjust the handset (or headset ) volume during a call
•Press the key on the console keypad to set the volume to
the level you want.
You can also use the Options command on the Tools menu to
adjust the volume. After selecting the command (either during a
call or while the console is idle) click Audio, and then drag the
slider to set the volume to the level you want.
Console Language
Text on the console screen can appear in English (the default),
French, Spanish, Dutch, Italian, or German. You can choose the
desired language during installation.
To change the console language
1. Choose Options on the Tools menu.
2. Select Language.
3. Select the language you want.
4. Click Apply or OK.
The change takes effect when you restart the console.
Console Time
You can use either the 3300 ICP clock or the clock in your PC as
the time source for the console. Using the 3300 ICP clock is
recommended since it’s the time source for extensions in the
system.
You should also use the 3300 ICP clock if you set wake-up calls for
guests. (Setting wake-up call applies to hotel/motel systems only.)
To set the console time
1. Choose Options on the Tools menu.
2. Select Time.
3. Select the option you want.
4. Click Apply or OK.
Unplugging the Handset or Headset
Unplugging the handset or headset from the console keypad
automatically enables the other if it is plugged in. If neither is
plugged in, the console changes to Operator Absent status.
Or, if you are the last active attendant, the system goes into
Night Service 1 mode.
Note that plugging the handset/headset back in does not
change the Operator status back to Present.

Call Handling Basics