Mitel MiVOICE 6920 User manual

Mitel MiVoice 6920 IP Phone
58015114 REV02
RELEASE 1.1 USER GUIDE FOR MIVOICE BUSINESS

NOTICE
The information contained in this document is believed to be accurate in all respects but is not warranted
by Mitel Networks™ Corporation (MITEL®). The information is subject to change without notice and should
not be construed in any way as a commitment by Mitel or any of its affiliates or subsidiaries. Mitel and its
affiliates and subsidiaries assume no responsibility for any errors or omissions in this document. Revisions
of this document or new editions of it may be issued to incorporate such changes.
No part of this document can be reproduced or transmitted in any form or by any means - electronic or
mechanical - for any purpose without written permission from Mitel Networks Corporation.
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Internet sites or in its publications are registered and unregistered trademarks of Mitel Networks
Corporation (MNC) or its subsidiaries (collectively “Mitel”) or others. Use of the Trademarks is prohibited
without the express consent from Mitel. Please contact our legal department at [email protected] for
additional information. For a list of the worldwide Mitel Networks Corporation registered trademarks, please
refer to the website: http://www.mitel.com/trademarks.
Mitel’s Power Over Ethernet (PoE) Powered Device (PD) products are covered by one or more of the U.S.
patents (and any foreign patent counterparts thereto) identified at Mitel’s website: www.mitel.com/patents.
For more information on the PD patents that are licensed, please refer www.cmspatents.com.
Mitel MiVoice 6920 IP Phone User Guide
58015114 - April 2017
®,™ Trademark of Mitel Networks Corporation
© Copyright 2017, Mitel Networks Corporation
All rights reserved

Software License Agreement
1
Software License Agreement
Mitel, hereinafter known as “Seller”, grants to Customer a personal, worldwide, non-transferable,
non-sublicenseable and non-exclusive, restricted use license to use Software in object form solely
with the Equipment for which the Software was intended. This Product may integrate programs,
licensed to Mitel by third party Suppliers, for distribution under the terms of this agreement. These
programs are confidential and proprietary, and are protected as such by copyright law as unpublished
works and by international treaties to the fullest extent under the applicable law of the jurisdiction of
the Customer. In addition, these confidential and proprietary programs are works conforming to the
requirements of Section 401 of title 17 of the United States Code. Customer shall not disclose to
any third party such confidential and proprietary programs and information and shall not export
licensed Software to any country except in accordance with United States Export laws and
restrictions.
Customer agrees to not reverse engineer, decompile, disassemble or display Software furnished in
object code form. Customer shall not modify, copy, reproduce, distribute, transcribe, translate or
reduce to electronic medium or machine readable form or language, derive source code without the
express written consent of the Seller and its Suppliers, or disseminate or otherwise disclose the
Software to third parties.All Software furnished hereunder (whether or not part of firmware), including
all copies thereof, are and shall remain the property of Seller and its Suppliers and are subject to
the terms and conditions of this agreement. All rights reserved.
Customer's use of this software shall be deemed to reflect Customer's agreement to abide by the
terms and conditions contained herein. Removal or modification of trademarks, copyright notices,
logos, etc., or the use of Software on any Equipment other than that for which it is intended, or any
other material breach of this Agreement, shall automatically terminate this license. If this Agreement
is terminated for breach, Customer shall immediately discontinue use and destroy or return to Seller
all licensed software and other confidential or proprietary information of Seller. In no event shall
Seller or its suppliers or licensors be liable for any damages whatsoever (including without limitation,
damages for loss of business profits, business interruption, loss of business information, other
pecuniary loss, or consequential damages) arising out of the use of or inability to use the software,
even if Seller has been advised of the possibility of such damages.

Mitel MiVoice 6920 IP Phone User Guide
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Software License Agreement . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1
Welcome . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5
About this guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5
Supporting documentation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5
Phone features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5
Installation and setup . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6
Tips for your comfort and safety . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6
Don’t cradle the handset . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6
Protect your hearing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6
Adjust the viewing angle . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6
Phone keys . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7
Key panel . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7
Key description . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8
Dialpad keys . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
Getting started . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11
UI overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11
Home screen . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11
Call screen . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14
UI navigation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15
Customizing your phone . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16
Using the Static Settings menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17
Status . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17
Language . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20
Call Forward . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22
Audio . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24
Ring Tones . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24
Audio Path . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25
Headset . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26
Display . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27
Config Teleworker . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28
Diagnostics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28
Audio Diagnostics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29
Ping . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30
TCP DUMP . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31
DHCP Trace . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32
Restart . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33
Configuring and using programmable keys . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35

Table of Contents
3
Speed Call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36
Other Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36
Phone Lock . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36
Call Forward Always . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38
Do Not Disturb . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39
Account codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40
Making calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42
Dialing a number . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42
Initiating a callback . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42
Redialing a number . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42
Receiving calls. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43
Answering an incoming call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43
Manually forwarding an incoming call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43
Handling calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44
Placing a call on hold . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44
Muting the microphone . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44
Transferring a call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45
Creating a multi-party conference call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46
Ending a conference and transferring remaining parties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48
Ending calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48
Managing calls. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49
Contacts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49
General functions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49
Personal folder features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53
Corporate folder features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58
Call History . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61
Deleting entries from the Call History application . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 62
Copying entries to the Personal folder in the Contacts application . . . . . . . . . . . . . . . . . . . . . . . 65
Missed calls indicator . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66
Voicemail . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 67
Visual voicemail . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 68
Enable voicemail application . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 68
Log into your voicemail . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69
Log out of your voicemail . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 70
Play a voicemail . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 70
Dial a voicemail . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 71
Delete a voicemail . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 72
Save a voicemail . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 73

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Send voicemail to a number . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 73
. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 74
Additional features. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 75
Accessory support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 80
Mitel M695 Programmable Key Module (PKM) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 80
Mitel Wireless LAN Adapter . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 81
Analog, DHSG/EHS, and USB headsets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 82
Limited warranty . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 83
Exclusions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 83
Warranty repair services . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 83
After warranty service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 83

Welcome
5
Welcome
Part of the new-generation desktop family, the Mitel MiVoice 6920 IP phone demonstrates
Mitel’s commitment to ease of use and enhanced user value, while delivering innovative
features and applications. A full-feature enterprise-class telephone, the Mitel MiVoice 6920
IP phone provides a large color backlit graphics display with 6 programmable self-labeling
keys allowing up to 18 functions and four intuitive state sensitive softkeys.
This applications phone also features superior sound quality with wideband audio, an
enhanced speakerphone that utilizes advanced audio processing to achieve richer and
clearer handsfree conversations, and native analog, DHSG/EHS, and USB headset
functionality.
Accommodating today’s high speed networks through dual Gigabit Ethernet ports, the Mitel
MiVoice 6920 IP phone also offers plenty of support for Mitel and third-party peripherals and
has an environmentally efficient PoE class 2 rating. The Mitel MiVoice 6920 IP phone is one
of the most advanced desktop IP phones available on the market today and is ideal for
enterprise executives, managers, and employees.
The 6920 IP phone is compatible with the MiVoice Business phone system.
About this guide
This guide explains how to use the basic features of your new Mitel MiVoice 6920 IP phone. Not all
features listed are available by default. Your System Administrator has the ability to customize many
features on this phone. Contact your System Administrator to find out which features and services
are available to you on your phone system.
Supporting documentation
To access phone and system-specific documentation:
1. Log in to Mitel Connect.
2. In the left-hand menu, click Mitel OnLine.
3. Click Product Documentation under the Support section.
4. Select PDF Guides and Online Help under the End User Documents drop-down menu.
5. In the left-hand menu, navigate to Telephones.
Phone features
Feature highlights include:
• 3.5” QVGA (320x240) color TFT LCD display with brightness controls
• Built-in-two-port, 10/100/1000 Gigabit Ethernet switch
• USB 2.0 port (100mA maximum)
• Wideband handset
• Enhanced wideband, full-duplex speakerphone for handsfree calls

Mitel MiVoice 6920 IP Phone User Guide
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• Extensive support for peripherals and modules: USB, DHSG/EHS, and wired analog headsets,
Mitel M695 Programmable Key Module, and Mitel Wireless LAN Adapter
• AC power adapter (sold separately)
• Six programmable, multi-function, self-labeling keys allowing up to 18 functions and four intuitive
state-sensitive softkeys
Installation and setup
Please refer to the Mitel MiVoice 6920 IP Phone Installation Guide included with your phone for
basic installation and physical setup information.
Tips for your comfort and safety
Don’t cradle the handset
Prolonged use of the handset can lead to neck, shoulder, or back discomfort, especially if you cradle
the handset between your ear and shoulder. If you use your phone a lot, you may find it more
comfortable to use a headset. See “Accessory support” on page 80 for more information on headsets.
Protect your hearing
Your Mitel MiVoice 6920 IP phone has a control for adjusting the volume of the handset, headset,
and speakerphone. Because continuous exposure to loud sounds can contribute to hearing loss,
keep the volume at a moderate level.
Adjust the viewing angle
The stand for your Mitel MiVoice 6920 IP phone supports two viewing angles (30° and 60°). Adjust
the stand to suit your viewing preference. For instructions on how to adjust the stand, see the Mitel
MiVoice 6920 IP Phone Installation Guide.

Phone keys
7
Phone keys
Key panel
The following sections describe the various Mitel MiVoice 6920 IP phone key functions and how
they can help you make and manage your calls and caller information.
qHandset aGoodbye Key
wSpeaker sRedial Key
eMessage Waiting Indicator (MWI) dHold Key
rContacts Key fMute Key
tCall History Key gSpeaker/Headset Key
yVoicemail Key hNavigation Keys/Select Button
uSettings Key jState-Sensitive Softkeys
iVolume Control kProgrammable Keys
oDialpad lLCD Screen
q
w
e
r
t
y
u
o
a
s
d
f
g
i
h
j
k
l

Mitel MiVoice 6920 IP Phone User Guide
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Key description
The following table describes the keys on the Mitel MiVoice 6920 IP phone:
Key Description
Contacts key - Displays a list of your contacts.
For more information, see “Contacts” on page 49.
Call History key - Displays a list of your missed, outgoing, and answered calls.
For more information, see “Call History” on page 61.
Voicemail key - Provides access to your voicemail service (if configured).
For more information, see “Voicemail” on page 67.
Settings key - Provides services and static settings that allow you to customize
your phone.
For more information, see “Customizing your phone” on page 16.
Volume controls - Adjusts the volume for the ringer, handset, headset, and
speakerphone.
Press the volume control keys while the phone is ringing to adjust the ringer
volume. Pressing these keys during an active call adjusts the volume of the audio
device being used (handset, headset, or speaker).
Goodbye key - Ends an active call. The Goodbye key also exits an open list
(such as Call History) and menus (such as the Static Settings menu) without
saving changes.
Redial key - Displays a list of your previously dialed calls. Pressing the Redial key
twice redials the last dialed number displayed on the Home screen.
For more information, see “Redialing a number” on page 42.
Hold key - Places an active call on hold. To retrieve a held call, press the
applicable Line key.
For more information, see “Placing a call on hold” on page 44.
Mute key - Mutes the microphone so that your caller cannot hear you (the LED
beside the key turns on when the microphone is on mute).
For more information, see “Muting the microphone” on page 44.
Speaker/Headset key - Transfers the active call to the speaker or headset,
allowing handsfree use of the phone.
For more information, see “Audio Path” on page 25.
Navigation keys and select button - Multi-directional navigation keys that allow
you to navigate through the phone’s User Interface (UI).
Pressing the center Select button sets options as well as performs actions such
as dialing out from the Contacts or Call History.
On the Home screen, the left and right navigation keys can be used to access the
additional pages of programmable softkeys.
For more information, see “UI navigation is performed using the navigation keys
located to the right of the softkeys.” on page 15.
State-sensitive softkeys - Four state-sensitive softkeys that allow you to perform
different functions during specific states (i.e. when the phone is an idle,
connected, incoming, outgoing, or busy state).

Phone keys
9
Dialpad keys
The Mitel MiVoice 6920 IP phone has a dialpad with digits from 0 through 9, a * key, and a # key.
Keys 2 through 9 contain the letters of the alphabet. These dialpad keys can be used to dial a phone
number to make a call (see “Making calls” on page 42) and to press keys requested by an Interactive
Voice Response (IVR) system. The basic inputs for the Mitel MiVoice 6920 IP phone dialpad includes
the following:
Programmable keys - Six programmable, multi-function self-labeling keys that
allow you to use up to 18 specific functions.
For more information see “Configuring and using programmable keys” on
page 35.
Dialpad Key Description
0 Dials 0
1 Dials 1
2 ABC Dials 2
When entering text, this key enters Awith one press, Bwith two presses, and Cwith
three presses.
3 DEF Dials 3
When entering text, this key enters Dwith one press, Ewith two presses, and Fwith
three presses.
4 GHI Dials 4
When entering text, this key enters Gwith one press, Hwith two presses, and Iwith
three presses.
5 JKL Dials 5
When entering text, this key enters Jwith one press, Kwith two presses, and Lwith
three presses.
6 MNO Dials 6
When entering text, this key enters Mwith one press, Nwith two presses, and Owith
three presses.
7 PQRS Dials 7
When entering text, this key enters Pwith one press, Qwith two presses, Rwith
three presses, and Swith four presses.
8 TUV Dials 8
When entering text, this key enters Twith one press, Uwith two presses, and Vwith
three presses.
9 WXYZ Dials 9
When entering text, this key enters Wwith one press, Xwith two presses, Ywith
three presses, and Zwith four presses.
Key Description

Mitel MiVoice 6920 IP Phone User Guide
10
The * is called the star key. The # is called the pound key, number sign, or hash key, depending on
one's nationality or personal preference. These can be used for special functions such as accessing
advanced services. The star key and pound key functions are dependent on your call server’s feature
availability. Contact your System Administrator for more information about available functions using
these keys.
When entering characters in the various Static Settings menus or in different applications (for
example, when adding a contact to your Contacts application), advanced characters can be entered
using the dialpad keys.
The following tables identifies the characters that you can use and the order in which they are
accessible.
Key Uppercase Characters Lowercase Characters
0 0 + 0 +
1 1 . : ; =_ , - ' & ( ) $ ! 1 . : ; =_ , - ' & ( ) $ !
2 A B C 2 a b c 2
3 D E F 3 d e f 3
4 G H I 4 g h i 4
5 J K L 5 j k l 5
6 M NO 6 m n o 6
7 P Q R S 7 p q r s 7
8 T U V 8 t u v 8
9 W X Y Z 9 w x y z 9
* * <SPACE> * <SPACE>
# # / \ @ # / \ @

Getting started
11
Getting started
The Mitel MiVoice 6920 IP phone must be set up and be configured by the System Administrator
prior to its first use.
UI overview
Home screen
When the phone has successfully booted up and connected to the network, the phone displays the
Home screen. The Home screen shows the date and time along with your number and last dialed
number. It is the default screen displayed when the phone is in an idle state.
Phone and network status indicators
There are icons that display on the phone to indicate the status of the phone and network. These
icons display on the upper right corner of the Home screen.
Note: Your System Administrator should have configured your number and any other
administrative features required. If your number does not display on the screen, contact your
System Administrator.
Date and Time
Your Number
Last Dialed
Number
Status indicators

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12
The following table identifies and describes the phone and network status indicators on the Home
screen.
Programmable keys, state-sensitive softkeys, and line keys
Six programmable keys (including the Prime Line key) and four state-sensitive softkeys are always
displayed on the Home screen. The programmable keys allow you to configure up to 18 different
features (such as speed calls, phone lock, DND, and so on).
Icon Description
Network Connected - The Network Connected icon displays on the Home screen when the
phone is connected to the MiVoice Business call server.
Attempting Network Connection - The Attempting Network Connection icon displays on the
Home screen when the phone is attempting to connect to the MiVoice Business call server.
Network Disconnected - The Network Disconnected icon displays on the Home screen when
the phone loses connection to the MiVoice Business call server.
If this icon is displayed and you are using an AC adapter for power, check that the Ethernet cable
is tightly connected to the phone and to the network device port. The phone should automatically
detect when it is reconnected and attempt to connect to the network. If this does not resolve the
issue, check with your System or Network Administrator for assistance.
Call Forward Always - The Call Forward Always icon displays on the Home screen when the
Call Forward feature is enabled using the "Always" condition (as opposed to the "Busy" and "No
Answer" conditions).
For more information on the Call Forward feature, see “Call Forward” on page 22.
Missed Calls - The Missed Calls icon displays on the Home screen only when incoming calls
have not been received. The number in the red badge indicates how many calls were missed. To
access a list of your missed calls, press the (Call History) key.
For more information on missed calls, see “Missed calls indicator” on page 66.
Do Not Disturb - The Do Not Disturb (DND) icon displays on the Home screen when the DND
feature is enabled. When DND is enabled, callers calling into the phone may hear a DND signal
and a "Do Not Disturb" message is displayed on their phones, depending on the setting in the
System Administrator Tool.
For more information on the DND feature, see “Do Not Disturb” on page 39.
Headset Connected - The Headset Connected icon displays on the Home screen when a
headset (USB, DHSG/EHS, or analog wired) connection has been detected.
For more information on headset functionality, see “Analog, DHSG/EHS, and USB headsets” on
page 82.
Hotdesk User - The Hotdesk User icon displays on the Home screen when you log in using your
hotdesk account.
Voicemail - The Voicemail icon displays on the Home screen only if you have new messages
waiting. To access your voicemail messages, press the (Voicemail) key.
For more information on voicemail functionality, see “Voicemail” on page 67.
Note: If enabled by your System Administrator, certain features can be programmed on the
programmable keys by pressing and holding the respective programmable key. Others can only
be programmed by your System Administrator through the MiVoice Business call server. See
“Configuring and using programmable keys” on page 35 for information on how to program the
programmable keys using the phone. Contact your System Administrator for details on what
features are available to be programmed through the MiVoice Business call server.

Getting started
13
The state-sensitive softkeys change depending on the state of the phone and are used to perform
different functions when the phone is an idle, connected, outgoing, or busy state.
The Prime Line key is a visual indication of the status of your prime line. When your phone is in an
idle state, your (Prime Line) icon is solid blue. Your System Administrator may also have
configured additional line appearances on your phone. Line appearance keys are solid green when
your phone is in an idle state.
If you have six or more programmable keys configured, programmable page indicators are displayed
above the softkeys. These dots indicate the number of programmable key pages and its relative
position. Press the left and right navigation keys to switch the programmable key pages.
State-Sensitive
Programmable Keys
Softkeys
Prime Line Key
Programmable Key
Page Indicator
Line Appearance Keys

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14
Call screen
During an incoming or outgoing call and when on an active call, all the essential information regarding
the call is displayed on screen, including the caller’s avatar, name, number, and call duration timer.
The context-sensitive softkeys also change allowing you access to more call handling features (such
as Transfer and Add User during an active call).
Additionally, if the call is on the Prime Line key, the Prime Line key changes to reflect the status
of the line as per the following table.
If the call is on a different line, the applicable line appearance key change to reflect the status of the
line as per the following table.
Icon Description
(Blinking) Indicates the prime line is ringing due to an incoming call.
Indicates the prime line is busy.
(Blinking) Indicates the call on the prime line is on hold.
Icon Description
(Blinking) Indicates the applicable line is ringing due to an incoming call.
Indicates the applicable line is busy.
(Blinking) Indicates the call on the applicable line is on hold.
Conference Softkey
Prime Line Key
Transfer Softkey
Avatar
Call Timer
Caller ID
End Call Softkey

Getting started
15
UI navigation
UI navigation is performed using the navigation keys located to the right of the softkeys.
There are four directional keys (up, down, left, and right) on the navigation cluster that can be used to
navigate through the various applications and settings menus. The center key acts as a Select button
that is used to set options and perform actions such as dialing out from the Contacts or Call History
applications.
Navigation Keys/
Select Button

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16
Customizing your phone
You can customize your phone and view your phone status by pressing the (Settings) key,
opening the Static Settings menu. This menu provides a single location to access all your phone
settings. The following phone settings can be configured through the Static Settings menu:
Icon Option
Status
Language
Voicemail
Call Forward
Config Teleworker
Diagnostics
• Audio Diagnostics
• Ping
• TCP DUMP
• DHCP Trace
Audio
• Ring Tones
• Audio Path
Display
Restart
Notes:
1. The Advanced options are Administrator-level functions only, and are not accessible by the
user. These options should only be set up and changed by your System Administrator.
2. The Log Issue softkey is used to generate a log file that can helpAdministrators debug issues.
You should only press this softkey when requested by your System Administrator.

Customizing your phone
17
Using the Static Settings menu
1. Press the (Settings) key on the phone to enter the Static Settings menu.
2. Use the left and right navigation keys to highlight an option and the up and down navigation
keys to scroll through the sub options.
3. Press the Select button or Select softkey to select an option.
4. Use the navigation keys, dialpad keys, and softkeys that display for each setting to make any
applicable changes.
5. Press the Save softkey to save your changes.
6. Press the (Goodbye) key or the Close softkey at any time to exit without saving changes.
Status
The Status settings in the Static Settings menu allows you to view your phone’s:
•Network General Info:
General information regarding your phone’s network settings such as IP address, subnet mask,
gateway, MAC address, call server IP addresses, TFTP server IP address and port, IPA IP
address, and DNS values.
•Network Persistent Data:
The IP addresses for call servers 1 to 4.
•Network DHCP Info:
Information regarding your phone’s Dynamic Host Configuration Protocol (DHCP) status and
T1/T2 renewal times.
•Network Status QoS:
Information regarding Quality of Service (QoS) features such as Virtual LAN (VLAN), Layer 2
Priority (L2P), and Differentiated Services Code Point (DSCP).
•Port Info:
Speed and duplex values for both the LAN and PC ports.
Note: For more information about Advanced options, contact your System Administrator.

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•Phone Info:
General phone-related information such as model number, hardware and call server revisions,
main firmware version, and boot version.
Note: Press the Copyright softkey to view copyright information.