Mitel 6865i User manual

User Manual
6.00

Table of Contents
Phone Configuration and Usage .................................................................... 1
Buttons ..................................................................................................1
Rebooting the Phone...............................................................................2
Cleaning your Screen..............................................................................3
Placing a call ..........................................................................................4
Answering a call ....................................................................................5
DND ......................................................................................................5
Call List & Redial...................................................................................5
Directory ................................................................................................5
Paging..................................................................................................... 6
Transferring a call...................................................................................6
Transferring a call to voicemail...............................................................6
Call hold.................................................................................................6
Park and retrieve.....................................................................................6
Group call pickup....................................................................................7
Directed call pickup ................................................................................7
Icom (Intercom) .....................................................................................7
Monitored Extension ..............................................................................7
Enhanced Speed Dial ..............................................................................7
Conferencing (3- way) ............................................................................ 7
Conferencing for More than Three Legs.................................................. 8
Setting Phone Preferences (Options) .......................................................8
Handling multiple incoming calls ...........................................................8
Voicemail
From the Phone........................................................................................9
Using Commportal...................................................................................9
Accessing Voicemail away from your office ............................................ 9
Recording your greetings .........................................................................10
Recording your name............................................................................... 10
Listening to messages .............................................................................. 10
Logging into voicemail as different user................................................... 10
Commportal Web & Desktop Assistant
Login.......................................................................................................11
The Dashboard.........................................................................................12
DND (Do Not Disturb & Screening).........................................................13
Messages and calls ..................................................................................14
Forwarding a voicemail message via email............................................... 15
Voicemail notification.............................................................................. 16
Voicemail box setting ..............................................................................17
Contacts ..................................................................................................17
Call forwarding your phone .....................................................................19
Follow Me...............................................................................................20
Groups.....................................................................................................22
ACD Agents ............................................................................................23
Desktop Assistant.....................................................................................24
Remote dialing (Click to Dial)..................................................................25
Setting your pin and password.................................................................. 25
Phone configuration.................................................................................26
Programmable buttons..............................................................................27
Enhanced speed dial button example........................................................29
Accession Communicator......................................................................... 29
Voicemail Navigation Map ......................................................................30

1
Key Descriptions
The following table describes the keys on the 6865i, 6867i, and 6869i:
Goodbye Key - Ends an active call. The Goodbye key also exits an
open list, such as the Options List, without saving changes.
Hold Key - Places an active call on hold. To retrieve a held call,
press the Hold key again or press the Pickup soft key offered on the
display.
For more information, see “Call hold” on page 5.
Options Key - Accesses services and options to customize your
phone. Your System Administrator may have already customized
some of your settings. Check with your System Administrator before
changing any Administrator-only options.
For more information, see “Phone Options via the IP Phone UI” on
page 17.
Mute Key - Mutes the microphone so that your caller cannot hear
you (the light indicator flashes when the microphone is on mute).
Volume Control - Adjusts the volume for the handset, ringer, and
hands free speakerphone.
Callers List Key - Accesses a list of the last 200 calls received.
For more information, see “Call list” on page4.
Redial Key - Accesses a list of thelast 100 previouslydialed numbers.
Pressingthe Redial key twice redials the last dialed number.
For more information, see “Redial” on page4.
Line/Call Appearance Keys - Connects you to a line or call. The
phone has two default Line keys, each with LED indicator lights.
Speaker/Headset Key - Transfers the active call to the speaker or
headset, allowing hands free use of the phone.
Directory Key - Accesses a directory of names and phone numbers (stored in
alphabetical order).
Key Description

2
Navigation Keys/Select Button - Multi-directional navigation keys
allow you to navigate through the phone’s user interface.
Pressing the center Select button selects/sets options and performs
various actions (such as dialing out when in the Directory, Callers,
and RedialLists).
Transfer Key - Transfers the active call to another number.
For more information, see “Transferring Calls” on page 5.
Conference Key - Begins a conference call with the active call. For more
Information, see “Conferencing Calls” on page 5.
Presence Key - Accesses the partial and full contact presence information screens,
which provide more detailed information about the selected contact if available.
Left Soft keys - 6 programmable keys that allow you to easily perform up to 20
specific functions and access enhanced services.
For more information see “Programmable Buttons” on page 19.
BottomSoft keys - 4 programmable keys that support up to 18 functions. These
keys also act as state-based keys allowing you to easily perform context-sensitive
functions during specific states (i.e. when the phone is an idle, connected,
incoming, outgoing, or busystate).
For more information see “Programmable Buttons” on page 19 .
Rebooting (Restarting) the Phone. - Press the OPTION button. You will be presented
with a prompt for the password. Press 8149 then press the ENTER key displayed on the
phone. This will bring up the Options menu. Press scroll right in the display then choose
the RESTART icon. After approximately 2 minutes the phone restart procedure will be
complete and the changes will be set. If your PC is connected through the phone, during
the reboot period, you will lose connectivity to your network and the Internet, please make
sure you close open files before you do the restart.

3
CLEANING THE PHONE SCREEN
To clean the phone’s screen, Mitel recommends the use of a super fine cotton cloth, cotton
swab, or microfiber lens cloth made of microfiber suede (preferably one without sewn
hems or similar characteristics that would scratch the surface of the screen). You can use
the cloth dry for dusting, polishing and light cleaning, or dampen it (with water only) to
deep clean the surface. If using a damp cloth, make sure to use just a little water on the
cloth. Too much moisture can cause damage to your phone that could be permanent. If the
cloth is dripping or the surface shows water spots after wiping, then you are using too
much water on the cloth.
Some rules to follow when cleaning your screen include:
• Do not use any sharp objects including your fingernail.
• Do not rub, touch or tap the surface of the screen with sharp or abrasive items such as a
ball-point pen or a screw driver.
• Do not use any type of cleansers including abrasive cleansers.
• Do not use any type of glass cleaner or any cleaner that contains alcohol or ammonia.
• Do not spray any type of cleaner directly on the phone’s screen.
• Do not allow any liquid to run down the surface of the touch screen and under the bezel.
• If using a damp cloth, disconnect power to the phone before wiping the screen.
To clean your screen:
1. Disconnect power to your phone (6873i Touch screen only).
2. Retrieve a soft cloth, such as a microfiber cloth.
3. If necessary, dampen the cloth. For regular cleanings, a dry cloth is usually
sufficient. For stubborn build-up or for periodic deep cleanings, wet the cloth under
a faucet and then wring out until it is just damp.
4. Wipe the screen gently with the cloth making sure to not get any moisture in the
sides of the screen. You can also wipe down the entire phone to remove dirt and
grime.
5. Allow your phone to completely dry after you are done cleaning. This should
only take a few minutes.
6. Reconnect power to your phone (6873i Touch screen only).
CAUTION: Use of any type of cleaners, alcohol, ammonia, and/or hard or sharp
objects can harm the touch screen surface and potentially cause transparent
conductive film cracks in the screen.
Note: Keeping your touch screen clean and free of dirt and fingerprints on a regular basis
extends the life of your phone’s touch screen.

4
Buttons – The phone has both
hard-keys and soft-keys. Hard-
keys are defined as a key or
button that has a fixed function
and single purpose, like the
HOLD and OPTIONS keys.
The soft-keys are located near
the backlit screen area of the
phone and can be used for
multiple functions, depending on
the label associated with the key.
In the example on the right, the
VOICEMAIL key on the lower
left currently allows the user to
access their voicemail messages
and all greetings. Another key
displayed on the left is the page
key. If the lower keys are filled,
the user can press the MORE key
in the lower right section of the phone, to display more buttons.
Placing a call - To dial out, simply enter the number or extension you wish to call, then
pick up the phone handset or press the DIAL button in the soft-keys, or press
a LINE button. It will automatically dial the number for you. You
can use the speakerphone
by selecting the speaker /
headset button before or
after you dial.
You can also call out by
picking up the handset
first or choose a line
button. If you installed
the Desktop Assistance
on your computer, you
can also dial out by
dialing a number on the
box on your Desktop or
by selecting a contact
name that you have
added to your contact list.

5
Answering a call -To answer a call,
either lift the handset or press the blinking
LINE button, or press the Answer soft
key. If you do not want to answer the
call, you can press ignore on the phone to
send the call to voicemail.
If a 2
nd
call is incoming while you are
already on a call. The 2
nd
calls caller ID
will display on the phone. You can
simply press the second flashing line key.
The first call will automatically be placed
on hold, and you will be live with the new
call.
You can swap back and forth between
lines 1 and 2 without disconnecting a call.
DND- The “Do Not Disturb” function can be programmed as a soft key. Pressing the
DND button will set your phone in a busy mode. All calls will be diverted to voicemail.
Users with desktop phones, who have a monitored extension programmed with your
extension, will see a solid red light next to your button.
Call List - Pressing this button will show you the last 200 incoming numbers.
Press the down arrow to see the most recent calls. Once you are done, press the QUIT
button at the bottom of the phone’s display screen, or click the DIAL button to call that
number.
Redial - To redial a number, press the REDIAL Key. Then use the navigation keys to
select the number you wish to redial and press the center select button.
Directory – Pressing the directory button will display all of the numbers available to you
in your Business Group. This includes extensions. If you added contacts to your directory,
you will see a list for Local or Corporate directories. To find a specific contact, just start
typing letters using the dial pad. To dial the contact, select their name. Using the UI
Navigation button, press the center button to dial the caller, or use the soft key marked
DIAL.
Paging- To make an announcement, lift the handset and press the PAGE button. You will
hear an alert tone announcing the page. This page will go through all of the phones.
Anyone on a call or with their phone in DND will not hear the page. Overhead paging can
be used over the system. When the OH PAGE button is pressed, an alert tone will be heard
to announce the page.

6
Transferring a Call- If you would like to transfer a call to another party (in or outside of
the office), press the XFER soft button. You will hear another dial tone. Dial the party to
whom you are transferring the call.
BLIND - If you press the XFER key again at this point, the call will immediately be
released to the transferred party.
SUPERVISED - If you want to announce the call to the other person: Press the
XFER key, and dial the number (or extension). You can wait for the person to
answer and then transfer the call by pressing the XFER button again.
Transferring a Call to Voicemail .Transfer a call as you normally would, but enter 7
in front of the extension number to transfer the call directly to that user’s Voice Mailbox.
Call Hold - To place a call on hold, press the HOLD button. This is an exclusive hold.
Other users cannot pickup the call .
Park and Retrieve- If you
want to place a call on hold
and allow other users to pick
up the call at their desk,
press one of the numbered
PARK buttons. The call will
be transferred to that PARK
Zone. You can then, press
the PAGE button and inform
the intended party that they
have a call parked and
provide the park orbit
number. The intended user
can pick up the call. The
light next to the parked orbit
call will be blinking. If you
have more than one call
parked, the orbit number
will allow you to
differentiate between calls.

7
Directed Call Pickup- To pick up a call for another user whose phone is ringing, press
the PICKUP (feature must be preconfigured) button and enter the user’s extension.
Group Call Pickup- To pick up a call for another user whose phone is ringing in a group
of phones in which you are part of, press the PICKUP button. The call will automatically
be answered by your phone.
Icom (Intercom) - To dial another extension directly, press the Icon button and the
extension button, or enter the extension number in the dial pad, then press the dial button.
The other party’s call will answered in speaker mode, except when the person is already on
a call...
Monitored Extension – Program a button to monitor another user’s extension to know
when they are using their phone. A monitored extension feature can be installed on one of
the phone soft key buttons. If you have trouble setting up your phone, consult your
company administrator. Once the function shows up on your phone, it will blink when the
user’s phone rings and will have a steady light when the user is on a call. An enhanced
monitored extension allows you to pick up the user’s call by pressing the user’s name (or
extension) on your phone. To contact the user, press the button once. To transfer a call to
the user, press XFER and the user’s button.
Enhanced Speed Dial- You can assign one or more buttons of your phone as a speed
dial (internal or external). To reach the person, simply press the button and the call will be
connected. To transfer a call to the user without the destination number answering first,
press the person’s number while on the call.
Conferencing (3-way) - While on a call, press the CONFERENCING button. You
will hear another dial tone. Dial the second number to invite them to the conference.
Once that party has answered, press the CONF button again to create a 3- way call. During
the conference call, you will see two buttons displayed on the phone: the LEAVE button
and the DROP button. The LEAVE button will allow you to leave a conference that you
initiated and allow the other 2 callers to stay connected. The DROP button will allow you
to drop to one person from the conference and leave the other person on the line with you
(using the up and down arrows to move the screen cursor).
Conferencing for More than 3 Legs- If needed, GTB can provide a number where you
can create a conference call for more than three participants. Call us at 410-581-4833 ext. 2
for more info.
Setting Phone Preferences (Options) - Hold down the OPTIONS button on the phone
for a few seconds. You will now be prompted for a password. Press 8149 and then press
the menu button label ENTER. Press the UI Nav button to access preferences. You will
now be presented with options for your phone to modify the following: Language, Time &
Date, Directory, Call Forward, Lock, Status, Audio, Display, Dialing, Network,
Configuration Server, SIP, Restart, and Reset. Most options should not be changed,

8
because they can affect the phone’s connectivity to your network. Please check with your
system administrator if you are not clear about a function.
Press on the phone to enter the Options List. Enter the Password then press the
ENTER button.
1. To go to an option , use the left and right arrow keys to navigate to the main option and up
and down keysto scroll through the sub options.
2. Press the button or Select soft key to select an option.
3. Use the navigation keys, dial pad keys, and soft keys that display for each option to make any
desired changes.
4. Press the Save soft key to save your changes. Press the button or the Quit soft
key at any time to exit without saving changes.
Handling Multiple Incoming calls. -
Every phone has call waiting capability,
allowing the user to accept a second
incoming call. There are a couple of ways
to handle a second incoming call.
The simplest method is, when you are
already on a call, and a second call is now
ringing on your phone. Simply press the
Line 2 (L2) key that is now flashing green.
This will now answer the incoming call on
line 2 and automatically place the call that
was on Line 1 (L1), On Hold on your
phone. You can now either place the call
that is on Line 2 (L2), on Park, or transfer it
as you might need to; else you can go back to your call on L1, by pressing that button, thus
placing the call on L2 on Hold on your phone.
If a call is coming in on L2 and you feel the need to PARK or Xfer the call you are on,
prior to picking up the new incoming call on L2. First Press the L1 button on your phone
to redirect the phone’s focus to that call. Now you can proceed with the PARK or Xfer as
normal.

9
If you press the Park key prior to selecting the line key, you will not be able to pick up the
incoming call on Line 2.
Voicemail
The Voicemail features can be accessed through one of the following:
1. Pressing the VOICEMAIL button on your phone
2. Dialing the user remote interface by phone
3. Logging in to your CommPortal online features either via the Website or Desktop app.
From the Phone
If you are trying to access your Voicemail from the office, simply press the VOICEMAIL
button on your phone. Based on your security features, you may be required to key in your
phone number followed by the # sign, and the user pin number followed by the # sign. To
have the system skip the security requirement, log in to CommPortal by clicking the double
arrow on your computers’ system tray or login to https://point.gtb.net.
Commportal
See Page 14 of this manual.
Accessing your Voice Mailbox away from the office
To reach your mailbox by phone, dial one of the access numbers. You will be required to
key in your DID phone number followed by the # sign and the user pin number followed
by the # sign. Once you are in the mailbox, follow the prompt instructions or use the
Mailbox Navigation Map attached at the end of the manual. The access numbers are
410-701-1600 or 301-356-9980.
You can also log into the Commportal Website at point.gtb.net and log in with your DID
and Commportal password. Under the messages link you will see all of you voicemail
messages. Press the play Icon to listen to the message through your systems speakers.

10
Recording your Greetings. (3 - 1 - 1)
Once you have accessed the Voicemail system you will have access to the main menu.
Option 3 will allow you to access your greetings. You have several greetings available to
you:
1) Personal Greeting
2) After Hours Greeting
3) Extended Absence Greeting (Vacation)
Under the Greetings menu, option 1 is the Personal Greeting. Press 1 again to begin. You
can always dial 3-1-1 from the main menu to go straight to your personal greeting.
Option 6 from the Greetings menu will allow you to record an After Hours Greeting.
Option 2 from the Greetings menu will allow you to record the Extended Absence or
Vacation greeting.
Press 1 to begin any recording and # to end it. The system will replay the recording for
you. You MUST press 1 to save the greeting.
Recording your Name for the Directory (3 – 3 - 2)
Once you have dialed into the Voicemail system or pressed the Voicemail key, you will
have access to the main menu. Option 3-3-2 will allow you to record your name into the
Dial-by-name directory.
Listening to Messages
Once you access the system, it will automatically begin playing new messages for you. If
you have no new messages, menu option 1 will allow you to listen to messages.
After you have listened to a message, your options are:
1- Repeat 77- Back up 5 Seconds
2- Save 99 – Go Forward 5 Seconds
3- Delete Message
5- Copy Message to another mailbox
22- Save Marked as New
Logging on As a Different User
Access the Voicemail system. Press 7. The system will prompt you for the DID of the
mailbox and pin to access.
Once you are logged in, you can use the mailbox as you would your own. You can listen
and delete messages, or record the greetings.

11
CommPortal
CommPortal is a web site and application dedicated to your phone settings. You log in to
the site by clicking the arrow on your computer or by going to https://point.gtb.net. If you
have installed the Desktop Assistant, you can also click on the icon in your system tray
to launch the CommPortal dashboard.
Login via the Web
Using your DID Number and Commportal Password.
Using CommPortal
You may use your CommPortal to access your voice mailbox, to change settings or listen
to messages. You can forward your phone, place calls via the desktop, change your
password and other settings, and program the buttons on your phone.
The first time you log
in you will be asked
to set up your security
email address. This
will be used if you
forget your password
in the future.

12
The Dashboard
The Dashboard gives you a quick look at your phone’s status. Similarly to a car’s
dashboard, you can see the status of your current environment.
The Dashboard is divided into
four sections. There is a top
menu area, and the left side
that shows the name assigned
to the phone.
The next 2 sections can
change depending on the
features your account has
access too. The “Phone
Status” on this screen is a
basic user. There is a tab for
forwarding, and one for call
screening. The “Your
Services” section shows the
settings for your calls and
voicemail. The last section is
for your personal information,
setting features on your
phone, security settings,
applications and Flexpoint support links.
Phone Status
From this screen you have the
option to see and change your
status as to how, when, and
where you can receive your
calls. In the setting shown
above, all calls are set ring to
their phone. Basic users have a
simple forwarding feature that
will allow you to forward your
line to another line or
extension. An Accession
Communicator user will also
have (DND) “Do Not Disturb”
mode available to them as well.
As seen in the figure to the left.

13
Do Not Disturb (DND) & Call Screening
The DND feature can be activated
from a Commportal interface.
Using the drop down option in
phone status, choose “Do Not
Disturb”. Just as when set via the
phone, the caller will not receive
incoming calls, they will not hear
pages through their phone, nor
will they get any intercom calls.
There is an additional feature
available only through the
Commportal screens. Once DND
has been chosen, you can select to
create a “Priority Callers” list.
This will allow the people in the
list to call your extension, even
though you are in DND mode.
Click in the box to allow priority
callers. Then click on “Priority
Callers” to open up the list for
editing. You can add extensions
as well as outside numbers
directly, or you may choose from your contacts.

14
Messages and Calls
This menu option has 6 sub-tabs.
1. Messages – List of all messages in your inbox.
2. Missed Calls - List of calls that rang your phone, but were not answered by you.
3. Dialed - List of calls that originated from your phone.
4. Received- List of calls that you answered.
5. Rejected – List of calls that you rejected on your phone.
6. Deleted – Voicemail messages that were deleted.
These can be restored and played from this tab.
To listen to your messages online, your device must have speakers. To hear the message,
simply click on the play button next to the Caller ID name or number of the person who
has left the message. If the Caller ID shows only the name, you may move your mouse
over the name and the incoming phone number will be displayed. To add this number to
your contact list, click on the phone number and you will be given a link to add to your
contacts. On the far right side of the message, you can see an “X” button, which will allow
you to remove the message.
The removed messages will be moved to the Deleted tab and will be stored for 14 days. To
restore a message, click on the restore option.
In addition, clicking on the Actions option will provide the following options:
1. Reply (to a system user) (your computer must be equipped with a microphone to record
your response).
2. Mark as heard.
3. Forward as email. The message will be forwarded as a wave file to any email address.
4. Forward as voicemail. The voicemail message will be forwarded to another user’s
voice mailbox on the system.

15
Forwarding a voicemail message via email
Select “Forward as Email” from the Actions options. The voicemail message you are
choosing to forward will be placed as a .WAV file attachment into the message. You can
now add email addresses as well as type a standard message prior to sending the message.
The caller ID of the person whose message you are forwarding will be placed with the
attachment. Your caller ID will be presented as the subject line.

16
Voicemail Notification
After a message is received in your mailbox, you will see the following:
1. Your phone will have a blinking red light. The light will continue blinking until all new
messages have been heard. You will also see a cassette icon on the phone display in
the upper right corner.
2. The Commportal chevron on your computer desktop tray will have an envelope in
front of it. When all new messages have been heard, CommPortal will remove the
envelope.
3. If you installed the “Desktop Assistant” on your computer, a popup will launch once a
message is received, providing the number and name (if available) of the caller leaving the
message.
4. You can also have the message delivered to your email address. To activate this feature,
log in to Commportal, and click on the Message Settings icon. Click the “Forward
messages as emails” box. Then click “add an email address” and enter your address in the
next box. If you want to leave a copy of the forwarded message in you- mailbox, check the
next option, otherwise the message will be deleted. You may add up to five email
addresses for the voicemails to be sent.

17
Voicemail Box settings
You can choose to customize how your mailbox is accessed and what you get when you
press your voicemail key by modifying these settings. Choose the Mailbox Access link on
the Message setting page.
Mailbox Access
Skip Pin: If Skip PIN is enabled, then when accessing your mailbox from your
own telephone you are not required to enter your PIN. This saves you time, but reduces
security as anybody with access to your telephone can then access your mailbox.
Fast login: Generally when you dial into your mailbox you are asked to enter both
your phone number and PIN. However, if Fast Login is enabled, then when accessing your
mailbox from your own telephone, your phone number is recognized automatically and
you only need to enter your PIN.
Auto-play Voicemail: When checked you will not have to press 1 to check for
new messages, they will automatically play. The default is unchecked.
Voicemail playback: You can choose to hear the details (Caller ID, Time &
Date) and the message, this is the default. You can also choose message only or details
only.
Voicemail Greetings
The default greeting is “System with Number” which greets the caller with a
message that states “the person at your DID ###-###-#### is not available”. This gives
out your private DID number. See page 10 on how to record your personal greeting. The
options for greeting here, also allows for an extended absence message. You can also
choose to recording messages that are only played to internal callers.
Contacts
Here is where you have all of your contacts stored. You can add, delete or modify the
information. If you move the mouse over the contact’s phone number and click, you will
be able to dial the number. You will be offered the option to call this number or add it to