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USER GUIDE
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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 inc
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Notice to Canadian Customers Notice to Customers in EU Countries This Class A digital apparatus complies with Canadian standard We, Mitel Networks Ltd. ICES-003. Of, Mitel Business Park Portskewett Caldicott Notice to U.S. Customers NP26 5YR UK This equipment has been tested and found to comply with the limits Declare that for the hereinafter mentioned product the presumption of con- for a Class A digital device, pursuant to Part 15 of the FCC Rules. formity with the applicable essential requi
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Notices Symbols These notices appear on the product and in the technical These symbols appear on the product: documentation: The exclamation point within an equilateral triangle indicates that important operating and maintenance (servicing) WARNING Warning indicates a potentially hazardous situation which, if instructions are included in the literature accompanying the not avoided, could result in death or serious injury. product. CAUTION Caution indicates a potentially hazardous situation w
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Answering Calls on a “First-come, First-served” or Line-Priority Ba- Table of Contents sis . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15 Selectively Answering Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16 Notice to Canadian Customers . . . . . . . . . . . . . . . . . . . . . . . . . . . iii Answering calls using softkeys . . . . . . . . . . . . . . . . . . . . . . . 16 Notice to U.S. Customers . . . . . . . . . . . . . . . .
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Clear All Features. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .37 Setting Call Restrictions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .56 Customize the Queued Calls Displays . . . . . . . . . . . . . . . . . . . . . . . .38 Blocking Room-to-Room Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .57 Data Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .39 Monitoring Guest Room
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Getting Started
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2 ♦ Getting Started
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Introduction Console Components The Mitel 5550 IP Console is an attendant console and administration Your 5550 IP Console consists of a personal computer (PC) with application for the Mitel 3300 Integrated Communications Platform monitor, a standard computer keyboard, a keypad, a mouse and a (ICP). It features a specialized keypad and an intuitive user interface handset with cradle. for smooth, efficient call handling. A note about feature availability The features available on your telephone
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Application area – includes three sections: Console Screen • Queued Calls section (top left) is your main call-handling tool. It displays detailed call information for Incoming Calls, Calls on The 5550 IP Console screen is divided into six areas: Hold, and Transferred Calls. Use these displays to answer, hold, and transfer calls, as well as to monitor call status and retrieve or recover a call. Note: The tab that you last viewed before shutting down the console screen displays by default
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Questions about Resilient Talk State What is Resilient Talk State? Resiliency gives your network the ability to handle calls and provide voice mail service in the event of a 3300 ICP system failure or a network-level failure. When a failure occurs, the 5550 IP Console goes into "Resilient Talk State" while it attempts to switch to a secondary 3300 ICP. All calls in talk state at the time of failure remain connected to the console. You will know that the console is in Resilient Talk State by
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Console Keypad Programmable Firmkeys SCRATCH PAD Displays an electronic notepad where you can type The console keypad is used for dialing, call processing and accessing messages from callers, reminders, questions, or 3300 ICP features. You can adjust the slope of the keypad and detach anything else you would write on notepaper. Also, use it from (or attach it to) the handset cradle. the Scratch Pad to store numbers for speed dialing. BULLETIN Displays an area where you can type messages tha
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Keyboard Controls Programmable Firmkeys TRUNK STATUS Displays information about trunk (outside line) usage. Use the computer keyboard to search for Phone Book entries, type UNASSIGNED Allows you to program an unassigned (or “blank”) key to in the Scratch Pad or Bulletin Board, and execute softkey commands. suit your calling needs. Note: Some of the features listed above are programmed for you by Softkeys (F1 – F12) default; others are optional and may not be labelled on your keypad firmkeys.
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Starting and Closing the Mitel 5550 IP Console Questions about Starting and Closing the 5550 IP Console What happens to incoming calls when I close the 5550 IP Console The 5550 IP Console starts with the operator status set to “Operator application? Absent.” To begin receiving calls, you must change the status to If yours is the only console on the system, the system automatically switches “Operator Present.” For more information, see page 44. to Night Service 1. Calls then ring night bells
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To attach the handset cradle to the Adjusting the Console console keypad • Align the tabs on the clamp The console is designed with your comfort in mind. You can make with the slots on the bottom of adjustments to the ringer, the language of text on the screen, the the keypad. angle of the keypad, whether you want to handle calls using a handset or headset and more. • Press to seat the tabs in the slots. Console Ringer To detach the clamp from the keypad To turn the console ringer on or o
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Handset/Headset Unplugging the Handset or Headset The console keypad provides jacks for connecting a handset and a Note that plugging the handset/headset back in does not change the Operator status back to Present. headset. One jack is labeled for headset use only, the other for either handset or headset use. Both jacks can be in use at the same time but when they are, the dual-use jack is used for listening only. Console Language (Typically, a supervisor uses the dual-use jack to monitor
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Call Handling Basics
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12 ♦ Call Handling Basics
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Monitoring Incoming, Held, and Transferred Calls Handling Calls in the Queued Calls Area Use the queued calls display to view call information: You have access to three call-handling tools from the Queued Calls 1. Access the appropriate queued calls display. area of your console screen. Use these tools to manage queued calls: 2. Scroll left or right using the scroll bar along the bottom of the • Incoming Calls – allows you to selectively answer calls. display Incoming Calls shows recalls at
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Selecting Calls from the Queued Calls Displays Questions about the Queued Calls Area You can select calls using your mouse or your keypad. Why does my mouse pointer turn blue when I move it? When you move your pointer over entries in any of the queued calls displays, 1. Access the appropriate queued calls display. the mouse pointer turns blue to indicate that the list has momentarily “frozen”. 2. Double-click on a call entry in the list The list “freezes” (that is, stops moving) to make it easi
