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