Mitel Attendant Console User manual

Attendant Console
MITEL
User Guide

Mitel®Attendant Console User Guide – Issue 3.2, September 2009
Attendant Console Quick Reference Guide
These are the basic instructions for the most frequently used telephone system and voice mail features. For detailed
information on these and other features, refer to the complete instructions in the User Guide.
To place a call
Type the number in the Number or Name box in
the Directory and press ENTER. (You do not
need to enter an outgoing access code for
outside calls.)
To answer a call
Select the Answer icon OR press F9.
To hang up
Press F12 OR select the Hang-Up icon.
To place a call on hold
1. Press F10 OR select the Hold icon.
2. Press Answer to remove the call from Hold.
To place a call on system hold
Select the Sys Hold icon.
To transfer a call
1. Select the destination number in the directory.
2. Press ENTER to transfer the call to the number.
To transfer to voice mail
1. Select the destination number in the directory.
2. Select Voice Mail in the directory or press
CTRL+ENTER.
To cancel a transfer
You can cancel a transfer at any time before the
transfer is completed. Select the Cancel Trn icon
OR press F6.
To make a page
1. Highlight the desired page zone in the Page
Zones dialog, and then either press ENTER,
select Begin Page, or double-click the desired
page zone.
2. Make your announcement before the Paging
timer expires, then hang up.
MESSAGES
To leave a message at the station
Press CTRL+E OR select the Mess. Call icon.
To leave a voice mail message
Press CTRL+O OR select the Leave VM icon.
To leave a silent message (without
placing a call)
Select an entry in the Directory, and then select
Message on the Directory.
To Remove a message without
responding
From the Messages dialog (displayed through the
Tools drop-down menu), highlight the message
and select Remove. To remove all the messages
in the list, Select Remove All.
To respond to a message
If you have waiting messages, the message indicator on
the status bar says MSG and a small lamp symbol
appears. Each message is identified with the source of
the message, time and date stamp, and the number of
the messages from the messaging station.
Highlight the message and click Reply OR
double-click the message.
If the called station is unavailable (does not answer the
call, is busy, or is in do-not-disturb), the message
remains in the list and you can try again later or leave
your own message for that station.
NOTE
If a station-to-station message is left more
than once between the same two extension
numbers, the message count will only display
“1.”

Mitel®Attendant Console User Guide – Issue 3.2, September 2009
NIGHT MODE
To place your system in night mode
Select Night Mode from the Console drop-down
menu and select On. Whenever the system is in
night mode, the Status bar displays NGT.
CONFERENCE CALLS
To build a conference
You can build a conference from calls that are either
connected or on individual hold in the main Call List. You
cannot add ringing calls.
1. Highlight the desired call from the call list.
2. Do one of the following:
• Press CTRL+N (this option is available only
while you are on a call).
• Press CTRL+R.
• Select Conference
• Drag and drop the highlighted call onto the
Conference Setup dialog.
The Console copies the call into the Conference
Setup list.
3. Repeat for all calls to be included in the
conference. There is no active conference yet,
you still must connect the conference, as
described below.
If you copy the wrong call into the Conference tag
list, remove it by highlighting it in the Conference
Setup list and selecting Remove Call. This does
not affect the Call List, only the Conference Setup
list.
To connect a conference
When you have built your Conference list, you are ready
to connect the conference call.
1. Select
Begin on the Conference dialog.
2. At any time during the conference, you can add
another call into the conference.
VOLUME AND MICROPHONE MUTE
To adjust the Volume:
Select Up or Down from the Volume drop-down
menu OR press CTRL+P to increase the volume
or CTRL+W to lower the volume.
To save your volume settings:
Select Save from the Volume drop-down menu.
TOMUTE THE MICROPHONE
Press CTRL+U OR Select Mute from the
Volume drop-down menu. (To unmute the
microphone, select Mute again.)
NOTE
This procedure places only your system in
night mode. In a multi-node network, if you
will be placing other nodes into night mode,
you may want to program a shortcut key to
enable and disable Network Night Mode. For
more details, refer to the Attendant Console
User Guide.

Mitel®Attendant Console User Guide – Issue 3.2, September 2009 Page i
Notice
This guide is released by Mitel Networks Corporation and provides information necessary to use Attandant Console.
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:
If you do not know the contact information for your local provider, use the “Partners” link at the top of the Mitel home
page (www.mitel.com) to find a location near you.
If you have any questions or comments regarding this user guide or other technical documentation, contact the
Technical Publications Department (USA) at:
[email protected]
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,
Incorporated or Inter-Tel (Delaware), Incorporated. All rights reserved.
© 1996–2009 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 Networks Corporation.
Enter provider information above.

Page ii Mitel®Attendant Console User Guide – Issue 3.2, September 2009
Important Safety Instructions and Precautions
Remember the following safety guidelines when using the phone.
Programming Emergency Numbers
Make sure to do the following when programming emergency numbers and/or making test calls to emergency
numbers:
• Remain on the line and briefly explain to the dispatcher the reason for the call.
• Perform tests during off-peak hours such as early morning or late evenings.
Safety Notices
The following notices may appear on the product or in the technical documentation.
Notice Description
Caution indicates a potentially hazardous situation which, if not avoided, may result in minor
or moderate injury and/or damage to the equipment or property.
Warning indicates a potentially hazardous situation which, if not avoided, could result in
death or serious injury.
Danger indicates an imminently hazardous situation which, if not avoided, will result in death
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.

Mitel®Attendant Console User Guide – Issue 3.2, September 2009 Page iii
Limited Warranty
Mitel Networks Corporation warrants the physical diskette(s) and physical documentation enclosed herein (but not
any diskettes or documentation distributed by you) to be free of defects in materials and workmanship for a period of
sixty days from the purchase date. If Mitel Integrated Systems receives notification within the warranty period of
defects in materials or workmanship, and such notification is determined by Mitel Integrated Systems to be correct,
Mitel Integrated Systems will replace the defective diskette(s) or documentation. DO NOT RETURN ANY PRODUCT
UNTIL YOU HAVE CONTACTED YOUR DEALER. YOUR DEALER WILL BE RESPONSIBLE FOR OBTAINING
RETURN AUTHORIZATION.
The entire and exclusive liability and remedy for breach of this Limited Warranty shall be limited to replacement of
defective diskette(s) or documentation and shall not include or extend to any claim for or right to recover any other
damages, including but not limited to, loss of profit, data, or use of the software, or special, incidental, or
consequential damages or other similar claims, even if Mitel Integrated Systems has been specifically advised of the
possibility of such damages. In no event will Mitel Integrated System's liability for any damages to you or any other
person ever exceed the lower of suggested list price or actual price paid for the license to use the software,
regardless of any form of the claim.
THIS WARRANTY IS IN LIEU OF AND EXCLUDES ALL OTHER WARRANTIES, EXPRESS OR IMPLIED,
INCLUDING, BUT NOT LIMITED TO, ANY IMPLIED WARRANTY OF MERCHANTABILITY OR FITNESS FOR A
PARTICULAR PURPOSE. THERE ARE NO WARRANTIES WHICH EXTEND BEYOND THIS LIMITED WARRANTY.
Specifically, Mitel Integrated Systems makes no representation or warranty that software is fit for any particular
purpose and any implied warranty of merchantability is limited to the sixty-day duration of the Limited Warranty
covering the physical diskette(s) and documentation only (and not the software) and is otherwise expressly and
specifically disclaimed.
This Limited Warranty does not apply to any products damaged by improper handling, normal wear and tear,
accidents, lightning damage, negligence, or improper use or maintenance and does not apply to products altered
without authorization by Mitel Integrated Systems.
This Limited Warranty gives you specific legal rights; you may have others which vary from state to state. Some
states do not allow the exclusion of incidental or consequential damages, or the limitation on how long an implied
warranty lasts, so some of the above may not apply to you.

Contents
Mitel®Attendant Console User Guide – Issue 3.2, September 2009 Page v
Contents
Welcome 1
About This User Guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1
Related Documentation. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1
Part Numbers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1
Getting Started 3
System Requirements. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3
Software Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3
Hardware Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3
Telephone System and Network . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4
Attendant Console . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4
Attendant Console Database Programming. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4
CT Gateway. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4
TCP/IP Connections. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5
Software Security Key . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5
Installing the Attendant Console Software . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6
Upgrading the Attendant Console Software . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7
Starting the Attendant Console Application . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7
Logging On. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8
Logging Off. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8
Performing a System Refresh. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
Setting Attendant Console Properties. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10
User Tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10
Transfer Tab. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12
Program Tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13
Locations Tab. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14
Night Mode Tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15
Connection Tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16
Warnings Tab. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19
Diagnostics Tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20
Using Attendant Console 23
Main Attendant Console Screen. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23
Call List. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24

Contents
Page vi Mitel®Attendant Console User Guide – Issue 3.2, September 2009
Drop-Down Menus. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25
Console Drop-Down Menu. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25
Log Off . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25
Import Settings. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25
Export Settings. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26
Night Mode. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27
System Refresh . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28
Options. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28
Configuration Wizard . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28
Exit . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28
Call Handling Drop-Down Menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28
Directory Drop-Down Menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30
Directory List . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31
Set DND. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34
Set Forward . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34
Hide Entry . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34
Custom Entry . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35
Properties. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36
Volume Drop-Down Menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38
Adjusting the Volume . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38
Muting the Microphone. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39
Shortcuts Drop-Down Menu. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39
Setup Shortcuts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40
View Drop-Down Menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45
Toolbars . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45
Customize Toolbar. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45
Status Bar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46
Directory. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48
Shortcut Panels 1-4 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49
Tools Drop-Down Menu. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49
Customize Directory. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49
Group Setup. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51
Hidden Entries . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52
Call Log . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53
Statistics. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54
Conference. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55
Dial Pad . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 56
Feature Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 56
Messages. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 57
Page Zones . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 57
Database Programming . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 57
Help Drop-Down Menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58

Contents
Mitel®Attendant Console User Guide – Issue 3.2, September 2009 Page vii
Handling Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59
Placing Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59
Answering Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59
Tagging Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60
Hanging Up . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60
Transferring Calls. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60
Immediate Transfer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60
Announced Transfer. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61
Holding for Announced Transfer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61
Transferring to Voice Mail . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61
Canceling a Transfer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61
Transferring a Call with Hot Dialing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61
Transferring a Call without Hot Dialing. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 62
Split between the Announcement Call and Transfer Party. . . . . . . . . . . . . . . . . . . . . . . . . 62
Canceling a Transfer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 62
Putting Calls on Hold . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63
Conference Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63
Building a Conference . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63
Connecting a Conference. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 64
Adding a Call to the Conference . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 64
Inter-Station Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 64
Leaving a Message . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 64
Responding to a Message . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 65
Removing a Message. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 65
Dialing a Feature Code . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66
Dialing Digits . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66
Programming Station Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 67
Station Tab. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 68
DND/Reminder Tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 72
Administrator Database Programming Planning Sheets. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 74

Contents
Page viii Mitel®Attendant Console User Guide – Issue 3.2, September 2009
Troubleshooting 77
Troubleshooting OAI Connections . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 77
Frequently Asked Questions about OAI Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 77
Troubleshooting the Installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79
Error Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 80
Connection Errors . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 80
Frequently Asked Questions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 86
Attendant Console Setup Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 86
Screen Will Not Pop-Up. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 86
Directories . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 87
Muting Your Phone Microphone . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 87
Volume. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 87
Conference Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 87
Dialing a Feature Code or Digits while on a Call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 88
Time Differences . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 88
Mailbox Settings. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 88
Statistics. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 89
Database Programming. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 89
Index 91

Mitel®Attendant Console User Guide – Issue 3.2, September 2009 Page 1
Welcome
Welcome
Thank you for purchasing Mitel’s Attendant Console version 3.2 software package. The
Attendant Console streamlines system attendant operations by linking the call processing
capability of your telephone system with your personal computer (PC).
About This User Guide
This user guide provides all of the information you will need to use the Attendant Console and
its features.
• Getting Started includes installation instructions that tells how to set up your Attendant
Console.
• Using the Attendant Console includes basic call handling instructions and other
information you need to know to start using Attendant Console features.
• Troubleshooting covers error handling, troubleshooting procedures and frequently asked
questions.
Related Documentation
In addition to this user guide, you should become familiar with the user guide for your phone. If
you are a System Administrator, you should also obtain a copy of the telephone system
Administrator’s Guide for instructions on using the special Administrator features.
Part Numbers
The Attendant Console is available in the following packages.
Package Part Number
Multi-Node Attendant Console V3.2 550.5310
Upgrade Multi-Node Attendant Console V3.2 550.5311
Single Node Attendant Console V3.2 550.5312
Upgrade Single Node Attendant Console V3.2 550.5313
NOTE The software is provided on the CD-ROM (827.9272).

Mitel®Attendant Console User Guide – Issue 3.2, September 2009 Page 3
Getting Started
GettingStarted
This chapter contains instructions for installing and setting up your Attendant Console.
System Requirements
This section lists the various system requirements for Attendant Console.
Software Requirements
Attendant Console v3.2 requires the following software:
• One of the following operating systems:
oMicrosoft Windows XP (Service Pack 2 or higher).
oMicrosoft Windows Vista®.
• TCP/IP protocol installed on your PC
Hardware Requirements
Attendant Console v3.2 requires the following hardware:
• A digital telephone, AgentSet, or 8602 softphone.
• A headset (recommended, but not required)
• A PC-compatible computer with the following specifications:
oWindows XP:
– A 500 MHz or higher Intel®Pentium®processor
– 256 MB of RAM (512 MB is recommended)
– Minimum of 100 MB available hard disk space
oWindows Vista:
– A 1 GHz 32-bit (x86), 64-bit (x63) or higher Intel Pentium processor
– 512 MB of RAM
– Minimum of 100 MB available hard disk space
oA CD-ROM drive for installation from CD
oA monitor with 800 x 600 resolution or higher (1024 x 768 recommended)
oA keyboard
oA two-button mouse
oA parallel or USB port (for the software security key)

Getting Started
Page 4 Mitel®Attendant Console User Guide – Issue 3.2, September 2009
Telephone System and Network
Attendant Console can be used with Mitel 5000 Communications Platform (CP) or Inter-Tel®
Axxess®Converged Communications Platform.
• The 5000 CP must be running version 1.0 or later and the Inter-Tel Axxess system must
be using version 5.1 or later software on all nodes (5.119 or later recommended)
• Must have a TCP/IP connection to a System OAI Server for the Axxess system (CT
Gateway, System OAI Switch Transceiver, or Axel Office Server) or a direct TCP/IP
connection to the Call Processing Card (CPC), Call Processing Server or to the CS-5200/
5400/5600 in the 5000 CP.
• System OAI Events and System OAI Third Party Call Control Features must be enabled
on all nodes for the Axxess system or you must have the Features Licensing for the 5000
CP.
• Headset mode must be enabled at your phone if using a headset (not a requirement).
• In Station Programming, your phone should have the Headset Connect Tone option
enabled.
• If the network has multiple Voice Processing Units, they must have remote mailboxes on
the system where the Attendant Console is located to allow the Attendant Console user to
leave voice mail messages for all mailboxes through the mailbox associated with the
Attendant Console’s extension.
Attendant Console
The outgoing feature codes must be identical on all nodes if you will be using remote call
forward programming across nodes.
Attendant Console Database Programming
• The station database programming password must be identical on all nodes if you will be
using the Attendant Console’s database programming feature.
• Each node has its own list of Do-Not-Disturb (DND) or Reminder messages that can be
used only on that node. Programming DND or Reminder messages in the Console
Database Programming overrides any existing messages in a network.
• In order to use the Database Programming feature, you must be a System Administrator.
Refer to the system’s Installation and Maintenance Manual for more information on the system
features.
CT Gateway
The Attendant Console provides call handling for either a single system or multi-node system
network. In order to support a multi-node system network, the Attendant Console must have a
TCP/IP connection to a CT Gateway that supports a multi-node network.
The CT Gateway coordinates events and commands from all connected sources, allowing you
to access and control devices on multiple system systems.
Refer to the system’s Installation and Maintenance Manual for more information on the CT
Gateway.

Mitel®Attendant Console User Guide – Issue 3.2, September 2009 Page 5
Getting Started
TCP/IP Connections
TCP/IP provides diagnostic and connectivity tools for connecting to other systems and to a
network. For TCP/IP to work on your computer, it must be configured with IP addresses, subnet
masks, and a default gateway for each network adapter on the computer. To determine if TCP/
IP is installed on your computer, check with your Network Administrator.
Software Security Key
The software “key” is a small security device that must be attached to your PC’s parallel port or
USB port to fully enable the Attendant Console software. Without the key, the software will only
work in “demo” mode. The software key does not affect the functionality of the parallel or USB
port itself. Any device that you would normally connect to the parallel port can also be
connected through the software key.
To install the software key, simply shut down Windows, turn off the power switch on your PC,
and attach the appropriate end of the device to the parallel port or USB port on the back of your
PC.

Getting Started
Page 6 Mitel®Attendant Console User Guide – Issue 3.2, September 2009
Installing the Attendant Console Software
The Attendant Console software is supplied on CD-ROM. The instructions assume that a
Microsoft Windows-based operating system is installed on your PC and that you are familiar
with basic Windows navigation and using the mouse. Before installation, ensure that the
Windows operating system is running and that all Windows applications and any previous
versions of the Attendant Console are closed.
The software security key must be attached to the parallel port or USB port on your PC for you
to use the Attendant Console software. Without the key, the software will remain in
demonstration mode. The key does not affect the functionality of the parallel port. Any device
that connects to the parallel port can be connected through the software key.
1. Shut down Windows and turn off the power switch on your system’s PC.
2. Attach the appropriate end of the software key to the parallel port on the back of your
PC.
3. Restart the computer.
4. Insert the Attendant Console CD-ROM into the drive.
5. From the Windows Start menu, select Run.
6. Use the Browse button to locate the Attendant Console directory on the CD-ROM and
select setup.exe. Then click OK. A license agreement dialog appears.
7. After reading the license agreement, click YES to begin the installation.
8. A Welcome screen appears, click Next to continue.
9. A dialog box appears that asks for the desired destination directory name. Enter
<Drive>:\Program Files\Attendant Console, if it is not displayed, or the
directory where the Attendant Console files will be stored on the selected drive. Click
Next to continue (or Cancel to exit without performing the installation).
10. Follow the directions outlined by the installation wizard, clicking Next to advance to the
next screen. You can either chose to have the Console automatically configure the
settings or program the following information manually:
• IP Address: Enter the IP address of your System OAI Server.
• TCP Port:Enter the port number of the System OAI Server.
• OAI Password: Enter the password required by the System OAI Server.
• Extension: Enter your extension number.
• Enter Station Password: Enter the station password programmed for your station.
(At default, this is your extension number.)
• Toll Length: If the dialed number exceeds this length, the toll digits are dialed. The
default toll length is 10. For example, if the toll length is set to 10 and the toll digit is
set to 1, and the user dials a ten-digit number (6029619000), then the Attendant
Console automatically appends the toll digit(s) to the dialed number
(16029619000).
• Toll Digit(s):These are the digits required to make a toll call. In the U.S., this is
usually a “1.”
NOTE You may use the same installation CD for more than one PC. However, each
PC must have its own software security key.
NOTE During the installation, pressing ESC or Cancel exits the setup program
without completing the installation.
NOTE Areas that use 10-digit dialing for local calls should leave the Toll Digit(s) field
blank.

Mitel®Attendant Console User Guide – Issue 3.2, September 2009 Page 7
Getting Started
11. If you do not want to view calls on other extensions, clear Allow attendant to view call
calls on other extensions in the installation wizard (step 5 of 8). This option cannot be
changed after you install the software. You need to reinstall the software and clear this
option if you do not want to view call details in the Directory List.
12. Click Next. The software installation will continue loading files.
13. After all files have been installed, the Attendant Console displays a window asking if you
want to add a shortcut for the Attendant Console to the Windows Start Menu or the
desktop and if you want to launch the Attendant Console on start-up. Answer as desired.
14. Click Finish to complete the installation.
15. The Console will ask you if you would like to perform online registration. Click Yes to
register or No to skip this option. You can register later by selecting Product
Registration from the Help drop-down menu.
If you have selected Yes, the Product Registration form appears. Enter the required
information in the form and click Register.
• Clear Form:Clears all the fields.
• Print Form: Launches Microsoft Notepadand automatically prints the form.
• Register:Sends the registration information to Mitel.
16. Restart the computer if prompted.
Upgrading the Attendant Console Software
To upgrade existing Attendant Console software to a newer version:
Install the newer version software into the existing Attendant Console directory on your
PC.
Starting the Attendant Console Application
To start the Attendant Console, do the following:
1. Ensure your PC is turned on and running the Windows operating system.
2. From the Windows Start menu, select Programs, then select Mitel Attendant Console.
The log on dialog box displays.
NOTE You must reboot the computer into an administrative account. In other words,
to install the Console you must have local administrative rights.

Getting Started
Page 8 Mitel®Attendant Console User Guide – Issue 3.2, September 2009
Logging On
You must log on to the Attendant Console before use. If you do not have previously saved
settings you can create a new user or log on as Default. The default user has the default
features and settings.
If you are a new user:
1. Click Add User. This allows you to set and save your own custom features and settings
for use during another session. The following dialog appears.
2. Type your name in the Enter username field and select a username that you would like
to inherit the user settings from, then click OK. For information on setting the Attendant
Console properties, see “Setting Attendant Console Properties” on page 10.
To use previously set features:
1. Select the desired name from the drop-down list of previously entered names.
2. Click Log On. The system displays the message, “Retrieving System Information.”
If this is the first time you have used the Attendant Console,the system will perform a refresh.
To log on as a different user:
1. Select a different user from the list.
2. Click Log On or Add User from the Attendant Console dialog box.
To remove a user from the list of names:
Select the desired username from the drop-down list box, then click Delete User.
Logging Off
To log off the Console:
Select Log Off from the Console drop-down menu (see page 25 for information on drop-
down menus).
NOTE If a second user logs on, the program automatically logs off the previous user.
NOTE If the Attendant Console does not start immediately, click Options and check the settings under the Connection Tab. For further information, see page 80
or the Troubleshooting chapter.