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Mitel 8660 Telephone User Manual

1. Code Type Code New Code Attendant 0 Phone Extensions 1000 to 1999 Hunt Groups 2000 to 2299 Page 12 Mitel 8560 8660 Phone User Guide Issue 13 September 2009 Personalizing Your Phone Default Feature Codes The following table lists default feature codes If your system administrator changes any of the default codes you can record the new codes for reference in the New Code column Most of the following feature codes work when your phone is idle However if you NOTE are on an active call or if the phone is off hook you may need to press DO Special to activate the feature before you enter the feature code To delete the characters entered Press MUTE to move the cursor to the left and delete the characters entered To cancel the feature Press Feature Page Code New Code Account Code Follow Calls 25 391 Account Code Optional 25 390 ACD Agent Log In 47 326 ACD Agent Log In or Log Out 47 328 ACD Agent Log Out 47 327 ACD Agent Wrap up Terminate 48 329 Agent Help Reject 48 376 Agent Help Request 48 375 Answer Ringing Call 17 351 Automatic IC Call Access On and Off 18 361 Automatic Trunk Call Access On and Off 18 360 Automatic Trunk Answer 31 350 Background Music On and Off 10 313 Barge in 49 386 Call Forward All Calls 31 355 Call Forward If Busy 31 357 Call Forward If No
2. lille eee 42 Using Do Not Disturb oooocoooco RR IR IH Hh nh 43 Using Reminder Messages 22000 eee e eee eee en 44 Paging Other System Users 0 000 AA AA eee 45 Placing a Page Announcement nannan anaana 45 Enabling or Disabling the Page Feature 00 ee eee 45 Mitel 8560 8660 Phone User Guide Issue 13 September 2009 Page ix Contents Hunt Groups 47 UCD and ACD Hunt Groups ooccococccc n hh hh hh n nh 47 Logging in to ACD Hunt Groups e een 47 Logging out of ACD Hunt Groups 2 00 00 he 48 Stopping the ACD Hunt Group Wrap up Timer 4 cee eee 48 Other Hunt Group Features 2 4 AA hh nn nnn nnn 48 Requesting Agent Help Hummer eh 48 Diverting Hunt Group Calls oooooccoccooco nennen 49 Hunt Group Supervisor FeatureS oooocooco eene 49 Accepting or Rejecting Agent Help Calls liliis 49 Manitoring Calls nel Ie letter dew ee E ile PE RERO PAD e d ded a aga 49 Using Bargas opaco Ng suus BENG he as eds Fr ane SUPER eus lc e Ke 49 Stealing Hunt Group CallS o oooooooccoocoo een nn 49 Troubleshooting 51 Contact Information s os iai e acia ma oe ehh hh hh hh hh hh 51 Error Messages zu cr u a ee sky RANEA 51 Troubleshooting Tips RR I Ih nn 52 Index 55 Page x Mitel 8560 8660 Phone User Guide Issue 13 September 2009 Getting Started Getting Started Welcome The instructions in
3. Off Hook 6 Off Hook Voice Announce 20 On Hook 6 Other Hunt Group Features 48 Out of a Conference dropping 35 Outgoing Call access code 20 Outside Line Access Codes 12 P Page Announcement placing 45 Page Feature enabling or disabling 45 Paging enabling or disabling 45 other system users 45 Page 57 Index using 45 Password Remote Programming changing 38 entering 37 Personal Call Routing enabling and disabling 33 handoff 33 Phone blank display 1 changing volume levels 9 comfort and safety 6 connectors 5 default settings returning to 16 error tones 6 features dialpad buttons 3 feature buttons 4 menu buttons 3 Ring Message Indicator 3 speaker 3 ring tone selecting 9 signals 6 viewing angle changing 9 Phone Connectors 5 Phone Signals 6 Phone to the Default Settings resetting 16 PKM 16 11 15 PKM 50 11 15 Programmable Buttons 3 programming 15 resetting 16 using 11 viewing button assignments 16 R Record A Call using 35 Redialing External Numbers 20 Reminder Messages using 44 Remote Programming 37 change DND settings using 38 change the password using 38 forward calls using 39 password changing 38 entering 37 password entering 37 Personal Call Routing 39 using 37 Reverse Transfer Call Pickup using 29 Mitel Model 8560 8660 User Guide Issue 13 September 2009 Index Ring Intercom Always using 27 Ring Message Indicator 3 Ring Tone changing 9 selecting 9 S
4. If you hang up the call continues to follow your programmed routing steps To use the Personal Call Routing Handoff push feature 1 While on an active call at your phone press Gx Special and then dial 388 HANDOFF IN PROGRESS appears on the display and the call rings all of your associated destinations except voice mail 2 Answer the call at one of your associated destinations For mobile and home phones press to accept the call To use the Personal Call Routing Handoff pull feature While on an active call on an associated destination device lift the phone handset and dial 388 A confirmation tone is played and the call is pulled back to your phone If you enter the handoff feature code 388 and the display shows NO CALL TO NOTE HANDOFF the call cannot be handed off see page 53 To cancel the Personal Call Routing Handoff feature While the handoff is in progress press QOO Special and then dial 388 HANDOFF CANCELLED appears on the display for your main extension Mitel 8560 8660 Phone User Guide Issue 13 September 2009 Page 33 Call Features Placing Conference Calls You can place a conference call with up to three internal or external parties for a total of four parties including yourself To place a conference call 1 While on the first call press the CNF button to place the call on hold CALL NEXT PARTY TO CNF appears 2 Place a call to the next conference party Fo
5. e Visually monitor the call activity of the assigned extension The following table describes the lamp signals and the indicated call activity Lamp Signals Description Continuously Lit The extension is busy or off hook Slowly flashing The extension is in Do Not Disturb DND Quickly flashing The extension has a call ringing in Continuously flashing The extension is causing a Station Off Hook system alarm You can also use the following units to add additional programmable buttons to your phone Contact your system administrator for details e Direct Station Selection Busy Lamp Field DSS BLF units e 8560 Telephones only Mitel Programmable Key Module PKM 50 aka the Model 8450 DSS BLF unit which has 50 programmable buttons e 8560 Telephones only Mitel PKM 16 aka the Model 8416 Mini DSS unit which has 16 programmable buttons Mitel 8560 8660 Phone User Guide Issue 13 September 2009 Page 15 Personalizing Your Phone Viewing Button Assignments You can view programmable button key feature assignments To view button assignments 1 With the handset on hook dial 396 PRESS THE KEY TO REVIEW appears 2 Press any of the buttons to show the assignment 3 Press or M Speaker to exit Resetting Programmable Buttons You can reset programmed buttons to the default assignments Resetting the programmable buttons does not reset button assignments programmed b
6. The display shows new messages as follows e Inter station messages sent by other internal parties are indicated by the party s programmed user name e Voice messages are indicated by FROM MBOX your extension numbers To view or respond to messages 1 With the handset on hook press the MSG button Messages are displayed as first in first out If there is more than one message you can repeatedly press the MSG button or the NEXT and PREVIOUS menu buttons to scroll through the messages 2 When the desired message is displayed press or lift the handset for privacy and then press or the Reply menu button to respond If your handset is off hook and you press the MSG button you automatically place a call to the party or message center that left the message Canceling Messages Left at Other Extensions You can cancel messages left at other extensions To cancel a message left at another extension 1 Dial 366 or press MSG and then press the CANCEL MESSAGE menu button CANCEL MESSAGE ON EXT appears 2 Enter the extension number where you left the message MESSAGE CANCELED FOR name appears Deleting Waiting Inter Station Messages You can delete waiting inter station messages NOTE To delete waiting voice messages you must connect to your voice mailbox To delete waiting inter station messages 1 Press MSG or the VIEW MESSAGE menu button MSG message information appears 2 Press or the DELETE
7. 2 222m nennen nennen nennen nn 20 Placing External Calls 1 2 0 0 2 0 c cette ern 20 Redialing a NUMBEr socorro ca len ese REPE ade 20 Using Speed Dial 2222269002290 A ar lan 21 Using System Speed Dial ooococccccoo een een een 21 Using Station Speed Dial een 21 Storing Station Speed Dial Numbers 2 nenn 21 Using the Dialpad Buttons to Enter Characters nenn 22 Dialing Station Speed Dial Numbers rennen essen 23 Deleting Speed Dial Entries 0 0 00 ccc eh 23 Assigning Speed Dial Entries to Programmable Buttons a 23 Using the Directory 4 4 2 2 cee KANNADA NA EE ee 24 Using Account CodeS seien col ell 3 a a ies ka nn 25 Call Features 27 Using Handsfree Mode 2 0 RR hh Rh hh hh 27 Using Ring Intercom Always esseeeeeee RI I IRA III RII Rh th 27 Using Mule serrera EnaA NEERA ERREUR MEER AME Eu E IT LEE EE E D 27 Placing Calls On Holds cei see suc ele rl Ie ll aer ee ee ne eee 28 Entering a Hookflash 000 e ee Rh hh Rh hh hh 28 Transterring Calls 2 ccu ekle ae a nn 29 Transferring Calls to Other Extensions nun sen een eee eee 29 Transferring Calls to External Numbers ees 29 Using Reverse Transfer ll nen 29 Viewing Your System Information m nh 30 Viewing Caller ID Information RII IIl 30 Page viii Mitel 8560 8660 Phone User Guide Issue 13 September 2009 Conten
8. Enter the name of the speed dial contact up to 16 characters For dialpad character descriptions see Using the Dialpad Buttons to Enter Characters on page 22 Press to save the name Enter the extension number or external number If you are storing an external number enter the Outgoing Call access code the default code is 8 before you enter the number Do not use hyphens or colons in stored speed dial numbers 7 Press to save the location STN SPD BIN number UPDATED appears Mitel 8560 8660 Phone User Guide Issue 13 September 2009 Page 21 Answering and Placing Calls Using the Dialpad Buttons to Enter Characters You can use the dialpad buttons to enter text or numbers for features such as Station Speed Dial see Dialing Station Speed Dial Numbers on page 23 and Do Not Disturb see Using Do Not Disturb on page 43 The following are guidelines when entering dialpad characters Press Message to switch from Alpha Mode to Numeric Mode The MSG button stays lit in Alpha Mode it is off in Numeric Mode Press the MUTE button to move the cursor to the left and delete characters Press the FWD button to move the cursor to the right In Numeric Mode press for a hyphen In Numeric Mode press for a colon Press M Speaker or lift and replace the handset to save entries To use the dialpad to enter characters Press the dialpad buttons as shown in the following table Number o
9. Secondary Extension Buttons using 37 Settings returning to default 16 Signals phone 6 Silent Messages canceling 42 deleting 42 leaving 41 Speaker 3 Speaker external 3 Speakerphone description 3 Group Listen using 36 handsfree calls 27 Speed Dial entries deleting 23 Station using 21 System using 21 using 21 Speed Dial Entries to Programmable Buttons assigning 23 STAR Codes telephone company 52 Station Messages replying to 42 Viewing 42 Station Monitor using 49 Station Speed Dial numbers deleting 23 dialing 23 storing 21 using 21 System forwarding 31 Page 58 Hold 28 information displaying 30 time and date setting 52 System Forwarding 31 System Information viewing 30 System Speed Dial using 21 T Telephone features programmable buttons 11 Time and Date system 52 Tips comfort and safety 6 troubleshooting 52 Transferring Calls 29 Troubleshooting Tips 52 U UCD and ACD Hunt Groups 47 V Viewing Angle adjusting 9 Voice Messages deleting 42 leaving 41 listening to 42 Volume Levels 9 Volume Levels changing 9 W Waiting Calls answering 17 Waiting Inter Station Messages deleting 42 Welcome 1 Wrap Up Timer stopping 48 Mitel 8560 8660 Phone User Guide Issue 13 September 2009 Part No 550 8113 Issue 13 September 2009
10. 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 tech pubs mitel com Mitel is a registered trademark of Mitel Networks Corporation All other trademarks mentioned in this document are the property of their respective owners including Mitel Networks Corporation All rights reserved 2003 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 Mitel 8560 8660 Phone User Guide Issue 13 September 2009 Page i 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 e Remain on the line and briefly explain to the dispatcher the reason for the call e 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 i
11. 20 forwarding 31 logs using 36 monitoring 49 muting the microphone 27 phone queuing for 19 picking up reverse transferring 29 placing 19 placing internal IC 19 recording 35 redirecting 18 stealing 49 transferring 29 waiting 17 Calls On Hold placing 28 Calls to External Numbers transferring 29 Calls to Other Extensions transferring 29 Camp On using 19 Characters entering dialpad 22 Codes account 25 default system access 12 feature default 13 Outgoing Call access 20 Comfort and Safety Tips 6 Conference Calls adding a party to 34 dropping out of 35 ending 35 placing 34 transferring 34 Conference Party adding 34 Conference transferring 34 Connectors phone 5 Contact Information 51 Contrast changing 10 Page 55 Index D Default access codes 12 feature codes 13 settings returning the phone to 16 system access codes 12 Dialpad buttons 3 characters entering 22 Dialpad Buttons to Enter Characters using 22 Direct Station Selection Busy Lamp Field DSS BLF Unit 11 15 Direct Station Selection Busy Lamp Field DSS BLF unit 11 Directory using 24 Display 2 contrast changing 10 name changing 52 Display Contrast adjusting 10 Do Not Disturb using 43 E Emergency Calls placing 19 Error messages 51 tones phone 6 Extension Numbers 12 External Calls placing 20 F Feature buttons 4 codes using 13 Feature Descriptions 2 Features to Programmable Buttons using 11 Forwarding C
12. 7 Personalizing Your Phone Personalizing Your Phone This chapter describes features you can use to personalize your phone Adjusting the Viewing Angle You can tilt the phone stand for a better view of the buttons and display To adjust the viewing angle 1 Position the bottom of the phone base on a flat surface 2 Tilt the phone to the desired angle 3 Place the feet of the support mechanism in the holes on the base to secure the position of the phone Changing Volume Levels You can change the following volume levels e Ringer alerting tone e Handset e Headset e Background music e External speaker You must be using the feature to change the volume level For example if you want to change handset volume level you must be using the handset However you can adjust the ringer alerting tone volume level when the phone is idle To change a volume level 1 While using the feature press dil Up to increase the volume or press qd Down to decrease the volume 2 Press the center of the button to save the setting Changing the Ring Tone You can select one of nine different ring tones To change the ring tone 1 With the handset on hook dial 398 2 Doone of the following to listen to or turn off ring tones e Press Oor the RINGER OFF menu button to turn the ringer off e Press mi Up or df Down or 1 to 9 to listen to ring tones e Press the PREVIOUS or NEXT menu buttons to listen to and select a rin
13. A Call 35 385 Redial 20 380 Redirect Call 18 331 Reminder Message 44 305 Reminder Message Cancel 44 306 Remote Programming 37 359 Reverse Transfer Call Pick Up 29 4 Ring Intercom Always On and Off 27 377 Page 14 Mitel 8560 8660 Phone User Guide Issue 13 September 2009 Personalizing Your Phone Feature Page Code New Code Ring Tone Selection 9 398 Station Monitor 49 321 Station Speed Dial 21 382 Station Speed Dial Programming 21 383 Steal Call 49 387 System Forward Off 31 353 System Forward On 31 352 System Forward On and Off 31 354 System Speed Dial 22 381 Switch Keymap 16 399 Transfer To Hold 29 346 Transfer To Ring 29 345 View Programmable Button Assignments 15 396 Programming Programmable Buttons Programmable buttons provide one button access to extensions trunks features or other resources Each button has a Line Status Indicator that works the same way as those on the associated telephone To program a programmable button 1 With the handset on hook dial 397 2 Press the programmable button and then enter the number to be assigned to the button After you program a programmable button you can e Press the button to place a call to the assigned extension e Press the button and then hang up to transfer a call to the assigned extension If the call is transferred to voice mail you hear repeating double tones
14. Answer 31 356 Call Forward No Answer Busy 31 358 Call Logging 36 333 Change Language 10 301 Conference 34 5 Default Station 16 394 Directory 24 307 Display Time And Date 30 300 Do Not Disturb 43 370 Do Not Disturb Cancel 43 371 2 These features shown may or may not be enabled for your system Mitel 8560 8660 Phone User Guide Issue 13 September 2009 Page 13 Personalizing Your Phone Feature Page Code New Code Do Not Disturb On and Off 43 372 Do Not Disturb Override 43 373 Group Listen 36 312 Handsfree On and Off 27 319 Headset Off T 316 Headset On Fi 315 Headset On and Off 7 317 Hold Individual 28 336 Hold System 28 335 Hookflash Recall in Europe 28 330 Hunt Group Remove 49 322 Hunt Group Remove Replace 49 324 Hunt Group Replace 49 323 LCD Contrast Control 10 303 Message Cancel Left Message 42 366 Message Delete Message 42 368 Message Leave Message 41 367 Message Menu 42 365 Microphone Mute On and Off 27 314 Page 45 7 Page Receive On and Off 45 325 Personal Call Routing On 32 363 Personal Call Routing Off de 362 Personal Call Routing On Off 32 364 Personal Call Routing Handoff 32 388 Program Buttons 11 397 Program Station Password 3f 392 Programmable Buttons Return to Default 16 395 Queue Callback Request 19 6 Record
15. Because Secondary Extension buttons are programmed by the system administrator you cannot change the buttons for example assign features to the buttons When programmed you can use Secondary Extension buttons to e Placean internal call to the primary extension e View the call activity at the primary extension e Transfer calls to the primary extension e Answer a call that is ringing or holding on any CALL button at the primary extension Unless internal calls are set up by the system administrator to use CALL buttons you cannot use Secondary Extension buttons to answer ringing or holding internal calls received by the primary extension You can use Secondary Extension buttons to notify you when a given number of ONES calls are waiting at the primary extension If a Secondary Extension button is flashing the primary extension has an incoming call you can press before pressing the flashing Secondary Extension button to the call the primary extension and not answer the incoming call Remote Programming You can use Remote Programming to access the Do Not Disturb DND Call Forwarding Personal Call Routing features from another system phone or an external phone A Direct Inward System Access DISA number is required to use Remote NOTE Programming from an external phone Contact your system administrator for more information Entering a Remote Programming Password Before using Remote Programming you should ente
16. DND or if the call is forwarded to voice mail See Using Do Not Disturb on page 43 To use Camp on Stay on the line and wait for the extension to become available do not hang up If Camp on is enabled you hear Music on Hold while you are waiting Mitel 8560 8660 Phone User Guide Issue 13 September 2009 Page 19 Answering and Placing Calls Off Hook Voice Announce Off Hook Voice Announce allows you to talk to the phone user on his or her handsfree speakerphone even though the user already has a call in progress on the handset NOTE This feature is not available on the 8660 IP Phone To use Off Hook Voice Announce Do not hang up After the busy signals stop you are automatically connected and may speak If you hear music or if the phone is in DND mode your off hook voice announce call will not go through This feature is not available if your phone has the Ring Intercom Always feature enabled Placing External Calls The following sections describe features used when placing external calls To place an external call 1 Press the OUTGOING button an unlit CALL button or enter the Outgoing Call access code the default code is 8 2 Dial the number If you cannot place an external call because all outgoing lines are busy you can request a callback which prompts the system to contact you when a line NOTES is available See Requesting a Callback Queuing the Phone on page 19 If you are prompt
17. Hook Voice Announce Feature see page 20 Contact your system administrator and your local Mitel provider for important information about dialing emergency services before using your 8660 IP phone Phone Signals The phone has several audio and visual signals to indicate feature activity The following are a few helpful tips e Any buttons that are lit or blinking indicate call or feature activity e All phone button lamps illuminate at the same time for a few seconds when the phone is reset or powered on e The following actions may cause an error tone o Pressing an invalid button combination o Selecting a restricted feature o Dialing a restricted or invalid number o Dialing too slowly between digits o Waiting too long before performing the next step To correct hang up and try again e Many features time out if you wait too long before performing the next step If this happens you must start over e Off hook means the handset is in use On hook means the handset is idle Comfort and Safety Tips Observe the following comfort and safety tips when using the phone e Do not cradle the handset Prolonged use of the handset can lead to neck shoulder or back discomfort especially if you cradle the handset between your neck and shoulder If you frequently use the phone you might find a headset more comfortable See Headset Instructions on page 7 e Adjust the viewing angle The built in stand tilts to give
18. Issue 13 September 2009 Power Requirements Phone Damage Hazard If you are using an IP phone make sure it is connected to the proper power supply before powering on Contact your system administrator for more information The IP phone requires any one of the following power supplies e Inter Tel Power Supply Unit part number 806 1114 or 806 1117 Europe or Mitel Universal Power Supply Unit part number 828 1766 e Red Hawk Single Port PowerSense Part Number 901 0407 e Anindustry standard IEEE 802 3af Power over Ethernet PoE power supply unit If your phone uses a centralized PoE power supply unit do not use the 48 volt DC Ethernet power adaptor If necessary contact your system administrator for assistance before connecting your phone to the centralized power source Make sure the phone is plugged into an uninterruptible power supply UPS If your phone is plugged into the UPS and the power fails it should remain powered on for about 10 minutes If the phone is not plugged into a UPS and the power fails the current call is dropped and you will not be able to use the phone until the power is restored Software and Firmware Updates If you are using an IP phone it IP may require occasional software updates when new versions are available The phone is configured to download the updates automatically Contact your system administrator for more information During the download process several messages are shown on the displ
19. enter your DISA password e Use any phone on the system Dial 359 Enter your extension number Enter your password followed by Dial 370 Enter the DND message number 01 to 20 and then enter the second line message text if applicable DAAN To use Remote Programming to turn off DND Follow previous steps 1 through 4 and then dial 371 Page 38 Mitel 8560 8660 Phone User Guide Issue 13 September 2009 Call Features Using Remote Programming to Forward Calls See Manual Call Forwarding on page 31 for more information about Manual Call Forwarding To use Remote Programming to turn on Manual Call Forwarding 1 Do one of the following e Call your DISA number provided by your system administrator If necessary enter your DISA password e Use any phone on the system Dial 359 Enter your extension number Enter your password followed by mn Fo N Dial one of the following Call Forwarding feature codes e 355 All e 356 No answer e 357 Busy e 358 No Answer Busy 6 Enter either an extension number or 8 followed by a telephone number To turn off Call Forwarding Dial 355 and then hang up Using Remote Programming for Personal Call Routing See Using Personal Call Routing on page 32 for more information about Personal Call Routing To use Remote Programming to enable Personal Call Routing 1 Doone of the following e Call your DISA number provided by the system administrator If n
20. incorrect Your system administrator assigns display names I cannot use the local telephone company star codes for example 82 69 when press the Outgoing button or use the Outgoing Call access code 8 when calling an external number Rather than pressing the Outgoing button or 8 to access an outside line you must dial a Select Line Group number before you can use the star codes For example if your system is using the default Select Line Group numbers dial 92001 to access that line After you have dial tone you can dial the star code and the number cannot use the Agent Help or Record a Call features If your system uses Peer to Peer P2P audio you cannot use these features when you are on a P2P call Contact your system administrator for more information cannot program a Station Speed Dial number to the button want Before assigning the speed dial number to a programmable button you must store the number with either a Station or System Speed Dial code Mitel 8560 8660 Phone User Guide Issue 13 September 2009 Troubleshooting Problem Possible Solution When try to use the Personal Call Routing Handoff feature 388 the display shows NO CALL TO HANDOFF Mitel 8560 8660 Phone User Guide Issue 13 September 2009 The NO CALL TO HANDOFF display indicates that the call cannot be handed off because one of the following may have occurred You trie
21. menu button to delete the displayed message Page 42 Mitel 8560 8660 Phone User Guide Issue 13 September 2009 Using Do Not Disturb You can use Do Not Disturb DND to stop calls and pages to your extension When activated internal calling parties see your selected DND message DND does not block queue callbacks recalls and incoming external calls The following table shows the 20 default DND messages If your system administrator changes your DND messages you can record the new messages in the New Message column for reference Messages Code Default Message New Message Code Default Message New Message 01 Do Not Disturb 11 Out of Town Til 02 Leave a Message 12 Out of Office 03 In Meeting Until 13 Out Until 04 In Meeting 14 With a Client 05 On Vacation 15 With a Guest Holiday Til 06 On Vacation 16 Unavailable Holiday 07 Call Me At 17 In Conference 08 At the Doctor 18 Away from Desk 09 Ona Trip 19 Gone Home 10 On Break 20 Out to Lunch You can enter a second line of text up to 20 characters for DND messages For example if you select IN MEETING UNTIL you can enter 3 30 on the second line When other internal parties try to call you their displays show IN MEETING UNTIL 3 30 To turn on DND Press the DND button SELECT DND MSG 01 20 appears 1 2 Do one of the following 5 e Press di U
22. number or press the Outgoing button or 8 and then enter the external number or enter the DND code see page 43 The call is redirected to the destination specified Using Automatic Trunk Answer You can use Automatic Trunk Answer to answer incoming external calls for other internal parties who are members of an Answer Access list Your system administrator creates Answer Access lists Contact your system administrator for Answer Access list extensions Automatic Trunk Answer answers calls in the order they are received that is the first call received by any extension in the Answer Access list is the one answered To use Automatic Trunk Answer 1 When an incoming external call is ringing at another Answer Access list extension lift the handset or press E Speaker 2 Dial 350 or press the flashing Trunk lt number gt button 1 This feature may or may not be enabled for your system Page 18 Mitel 8560 8660 Phone User Guide Issue 13 September 2009 Answering and Placing Calls Placing Calls The following instructions describe how to place calls and related features Placing Emergency Calls Dial the emergency number 911 U S or 999 112 Europe The system immediately places the emergency call as soon as you dial the number even if you do not select an outside line Placing Internal Calls Internal calls are calls placed to other extensions in the system Internal calls are assigned to the Intercom IC bu
23. or message center that left the message Using Do Not Disturb 1 Press the DND button and then do one of the following e Press Ii Up or if Down to scroll through the messages e Enter the two digit number for the DND message 2 lf applicable enter the additional text for the DND description 3 Press E Speaker or the ACCEPT menu button or lift and replace the handset Placing a Page Announcement 1 Press the PAGE button 2 Enter the page zone number 0 to 9 3 After the tone make your announcement and then hang up Mitel 8662 IP Phone User Guide Issue 13 September 2009 Notice This guide is released by Mitel Networks Corporation and provides information necessary to use 8560 8660 Phones 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 Enter provider information above If you do not know the contact information for your local provider use the Strategic Partners amp Resellers Mitel Partner Locator link at the top of the Mitel home page www mitel com
24. then enter the Station Speed Dial location number 0 to 9 The System dials the number e Press K Up or d Down to scroll through the speed dial locations and then press to select the location and dial the number You can also program buttons to dial Station Speed Dial numbers See Assigning Speed Dial Entries to Programmable Buttons on page 23 Deleting Speed Dial Entries To delete a Station Speed Dial entry 1 With the handset on hook dial 383 PROGRAM STN SPD 0 9 OR SCROLL appears 2 Do one of the following e Press K Up or d Down to scroll through the speed dial locations e Enter the speed dial location 0 to 9 Press or the ACCEPT menu button to select the location 3 Press MUTE repeatedly until the name is erased and then press or the ACCEPT menu button to continue 4 Press MUTE repeatedly until the number is erased and then press or the ACCEPT menu button STN SPD BIN number UPDATED appears Assigning Speed Dial Entries to Programmable Buttons You can assign Station or System Speed Dial numbers to your programmable buttons Before assigning the speed dial number to a programmable button make sure the number has either a Station or System Speed Dial code assigned to it To program a System Station Speed Dial button 1 With the handset on hook dial 397 PRESS THE BUTTON TO PROGRAM appears Press the feature button that you want to use as a speed dial button Dial 382 Station Speed
25. to log out followed by your Agent ID if necessary To log in to one or more ACD hunt groups 1 Dial 326 The display shows AGENT LOGIN ACD HG 2 Do one of the following e Enter the ACD hunt group number e Press to log in to all of your ACD hunt groups The display shows AGENT LOGIN AGENT ID 3 Enter your Agent ID if applicable or press if you do not have an agent ID The display shows the log in status for one or all hunt groups Mitel 8560 8660 Phone User Guide Issue 13 September 2009 Page 47 Hunt Groups Logging out of ACD Hunt Groups You can log out of all ACD hunt groups at once or log out of each hunt group one at a time To log out of one or more ACD hunt group Do one of the following e Dial 328 to log out of all of your ACD hunt groups The display shows AGENT LOGGED OUT OF ALL ACDS e Dial 327 to log out of one hunt group at a time If you were logged in to only one hunt group the display shows AGENT LOGGED OUT OF HUNT GROUP numbers If you were logged in to more than one hunt group the display shows AGENT LOGOUT HG Enter the extension number of the ACD hunt group Stopping the ACD Hunt Group Wrap up Timer Each time you end an ACD hunt group call a wrap up timer starts Until this timer expires you will not receive another hunt group call However you can stop the wrap up timer to allow calls to your extension To stop the wrap up timer With the handset on hook dial 329 The displa
26. you a better view of the buttons See Adjusting the Viewing Angle on page 9 e Protect your hearing Because prolonged exposure to loud sounds can contribute to hearing loss keep the volume at a moderate level You can adjust the volume levels of the handset receiver or headset See Changing Volume Levels on page 9 Page 6 Mitel 8560 8660 Phone User Guide Issue 13 September 2009 Getting Started Headset Instructions When using a headset press M Speaker to connect to or disconnect from calls If you have both a headset and a handset connected to your phone and you are using the headset you can quickly transfer audio to the handset by lifting the handset from the cradle Press P to transfer the call back to the headset before replacing the handset in the cradle The headset must be HAC NOTES f your headset has a power saver mode make sure the system administrator has enabled the Headset Connect Tone feature If this is not enabled you may miss the first few seconds of an incoming call To connect and activate the headset 1 Insert the headset jack into the Headset port located on the back of the phone See Phone Connectors on page 5 2 Dial 317 to turn the headset on HEADSET MODE ON appears To turn off Headset Mode and activate the handset and speakerphone Dial 317 HEADSET MODE OFF appears The handset or speakerphone is now activated Mitel 8560 8660 Phone User Guide Issue 13 September 2009 Page
27. your mobile phone and then return to your desk After you pull a call back to the main extension the call is connected immediately and you can then access system features such as conference hold and transfer The Handoff feature is only supported on your main extension typically your desk phone However if you share a desk phone with one or more coworkers NOTE A and your main extension is a phantom extension you cannot use the Handoff feature Personal Call Routing includes the following feature codes e Personal Call Routing On 363 e Personal Call Routing Off 362 e Personal Call Routing On Off 364 e Personal Call Routing Handoff push and pull 388 The following call types do nat follow Personal Call Routing e Hunt group calls e Hunt group announcement overflow calls e Transfer recalls Hold recalls Conference recalls and Attendant recalls A recall occurs when a feature cannot be completed or the feature times out NOTE and the call returns to the originating extension For example a holding call will recall the extension where it was placed on hold when the hold timer expires Page 32 Mitel 8560 8660 Phone User Guide Issue 13 September 2009 Call Features When you enable Personal Call Routing your incoming calls are routed as specified by the routing type programmed for you by your system administrator The table below provides descriptions for the default routing types Routing T
28. 2009 Page 49 Troubleshooting Troubleshooting The following sections can help you solve problems that you may be experiencing with your phone Troubleshooting topics include e Contact Information Information about system administrator contacts e Error Messages Error messages and descriptions e Troubleshooting Tips Possible problems and methods to solve them Contact Information Your system administrator can help you with items such as changing your settings or modifying phone features System administrator duties include e Adding new user accounts e Setting the date and time e Programming System Speed Dial numbers e Making system changes such as changing user names and extension numbers Contact your system administrator with questions that are not covered in this user guide If you need further assistance you can find provider information on the Mitel Web site www mitel com All sales service and support are coordinated at the local level Error Messages The following error messages may appear when using your phone Message Reason CANNOT ACCESS FEATURE The feature is enabled but other feature related conditions were not met Retry and make sure that all feature related conditions are met CANNOT ACCESS RESERVED FEATURE Your system does not support the feature Contact your system administrator for more information INVALID FEATURE CODE The feature code entered does not exis
29. BER NOTE TO DIAL 2 Applies to 8560 Telephones only This feature may or may not be enabled for your system Page 20 Mitel 8560 8660 Phone User Guide Issue 13 September 2009 Answering and Placing Calls Using Speed Dial You can use speed dial to quickly dial stored phone numbers Speed dial numbers are either stored in the system System Speed Dial or in your phone Station Speed Dial Using System Speed Dial Your system administrator assigns Speed Dial location numbers which are available to everyone in the system Contact your system administrator for more information To view or dial System Speed Dial numbers 1 Dial 381 REVIEW SYS SPEED lt code range gt appears 2 Do one of the following e Press di Up or d Down to scroll through the speed dial locations e Enter the speed dial location 000 to 999 or 0000 to 4999 3 Press to dial the number Using Station Speed Dial You can use Station Speed Dial to store phone numbers for your personal use Other system users do not have access to your Station Speed Dial numbers Storing Station Speed Dial Numbers You can store up to 10 Station Speed Dial numbers To store a Station Speed Dial number 1 With the handset on hook dial 383 PROGRAM STN SPD 0 9 OR SCROLL appears 2 Do one of the following e Press mi Up or df Down to scroll through the speed dial locations e Enter the speed dial location 0 to 9 3 Press to select the location
30. Dial or 381 System Speed Dial Do one of the following Po N e Press di Up or df Down to scroll through the speed dial locations e Enter the speed dial location 0 to 9 for Station Speed Dial or 000 to 999 or 0000 to 4999 for System Speed Dial Mitel 8560 8660 Phone User Guide Issue 13 September 2009 Page 23 Answering and Placing Calls Using the Directory Page 24 You can use the Directory to find internal or external contacts or find and activate system features The directory uses Intelligent Directory Search IDS which is similar to the text on 9 keys T9 predictive search feature used for mobile phones The Directory has the following three subdirectories e Intercom Find and dial internal numbers e Outside Find and dial external numbers listed in the company directory e Feature Find and activate system features When searching the directory dialpad buttons can represent several characters as shown in the following table As you enter characters the entries that best match the characters entered appear The system connects the character sequence to possible directory matches For example to find the name Jones dial 56637 Button Characters Represented 0 0 1 1 2 2ABCabcC a c 3 3DEFdef eE 4 4GHIghiitii 5 5JKLjkl 6 6MNOmnod6006AN 7 7QPRSqprs 8 8TUVtuv uuU 9 9WXYZwxyzy i Up Scroll to next entry d Down Scroll to previous e
31. Guide Issue 13 September 2009 Page 17 Answering and Placing Calls Using Automatic Call Access Automatic Call Access connects you to incoming internal or external calls when you pick up the handset or press amp Speaker When Automatic Call Access is turned off you must press the flashing IC or CALL button to answer incoming calls To use Automatic Call Access for incoming IC calls With the handset on hook dial 361 to turn on AUTO IC ACCESS ON appears Dial 361 to toggle back and turn Automatic Call Access off To use Automatic Call Access for incoming external trunk calls With the handset on hook dial 360 to turn Automatic Call Access on for incoming external calls on AUTO TRNK ACCESS ON appears Dial 360 to turn Automatic Call Access for incoming external calls off Redirecting Calls You can redirect incoming calls to another extension or external number You can use the menu buttons to redirect calls to the following destinations e SEND TO V MAIL Sends the call directly to your voice mailbox You must have a mailbox to use this destination e IC CALL TO DND Places your phone in DND Mode and blocks the call See Using Do Not Disturb on page 43 e SEND TO DEST Redirects the call to the extension or phone number entered To redirect calls 1 While a call is ringing dial 331 or press the menu button as previously described See Using Automatic Line Access on page 18 2 If applicable enter the extension
32. OUNCIL is given Mitel Phones 8560 8660 Any unauthorized modification of the product voids this Declaration For a copy of the original signed Declaration of Conformity in full conformance with EN45014 please contact the Regulatory Approvals Manager at the above address Mitel 8560 8660 Phone User Guide Issue 13 September 2009 Page v Contents Contents Getting Started 1 Welcome 22 28 208s 22 EN IH ec 1 About Your Phone co a ia a a a a aad Ree en 1 Feature Descriptlolis uz a rs ER EHE Ee Es 2 Handset aides adi A AA AAA 2 Display ix zen ae ran A A a A AA DA 2 Message Indicator Lamp Rh 3 Menu Buttons 23 ee ann ee AD bx pe a 3 Programmable BULONG xa osas dodo swe nn al KNANG ad d Ich a on Sat eA Race ds a 3 Dialpad B ttons viec ERE a Ge ue ae 3 Speaker m ie ana ee Mead era Wied Vaden Arien ee 3 Feature B ll ns maana dd nee Mox RR E ne nee 4 Phone Gonnectors auaa doeet doe i EP E ea a XR and 5 IP Phone Exceptions eostad eran e AE Wala aan anne ERE PES 6 Phone Signals oo Bee a Rae e E RO UP Rode na PE GAW inten 6 Comfort and Safety Tips AA hh hh nhan 6 Headset Instructions 4 um 00 nu ann Ru ee a nn RR EE E 7 Personalizing Your Phone 9 Adjusting the Viewing Angle 22 nennen nenn 9 Changing Volume Levels oocoococcn hh een nn 9 Changing the Ring Tone 2222 EK ees 9 Adjusting the Display Contrast nn un n en nun Rn hn 10 Listening
33. PROGRESS appears and both you and the calling party hear a confirmation tone if enabled If your system administrator assigns the Record a Call voice mailbox NOTE AS destination you do not need to enter the voice mailbox number To stop Record A Call Do one of the following e Press OO Special and then dial 385 e Press the CANCEL RECORDING menu button e Hangup 2 This feature may or may not be enabled for your system Mitel 8560 8660 Phone User Guide Issue 13 September 2009 Page 35 Call Features Using Group Listen You can use Group Listen to activate the speaker while you use the handset or headset to continue speaking This allows other people to hear the other party on the call while the other party can only hear you through the handset microphone You cannot use Group Listen in Handsfree Mode If are using the handset the M SPEAKER button lamp is unlit even though the speaker is on However if you are using a headset the gd SPEAKER button lamp is lit If you press P SPEAKER while on either the handset or headset you disconnect the call NOTE To use Group Listen While on a call press CO Special and then dial 312 to turn group listen on GROUP LISTEN ON appears and you hear a confirmation tone The other party does not hear the confirmation tone Dial 312 to turn Group listen off Using Call Logs Call Logs are records of your most recent missed received and dialed calls 3 U
34. Phone User Guide system 8560 8660 Phone Quick Reference Guide This guide provides information for frequently used features For more information about these and other features refer to the user guide For voice mail information refer to the voice mail user guide for your Feature Buttons Most of the following feature codes work when your phone is idle However if you are on an active call or if the phone is off hook you may need to press OO Special to activate the feature before you enter the feature code If you make a mistake when entering numbers or characters you can press the MUTE button to move the cursor to the left and delete the characters entered or you can press to cancel the feature Button Action DO Activates features while on active calls P P Provides volume control Scrolls through feature options Activates Handsfree Mode Hd Turns speaker on and off Y Places the current call on hold CALL Selects an outside line or answers a call IC Answers an intercom internal call MUTE Mutes the microphone Left backspace when entering dialpad characters DND Turns DND mode on or off PAGE Selects a page zone to place a page STN SPDL Views or accesses Station Speed Dial numbers SYS SPDL Views or accesses System Speed Dial numbers CNF Places a conference call REDIAL Redials a telephone number TRANSFER Transfers the cur
35. Speed Dial 382 Station Speed Dial Programming 383 Switch Keymap 399 System Forward On Off 354 System Speed Dial 381 View Button Assignments 396 Answering Calls Lift the handset or press M Speaker to answer a call while using a headset or to answer a call in Handsfree Mode Placing Emergency Calls Dial the emergency number 911 U S or 999 112 Europe The system immediately places the emergency call as soon as you dial the number even if you do not select an outside line Placing Internal Intercom Calls With or without the handset lifted dial the extension number If you enter incorrect digits you can press the MUTE button to move the cursor backward deleting the last digits entered If you are using Handsfree Mode listen for the double tone and then begin to speak Placing External Calls Press the OUTGOING button or enter the Outgoing Call access code 8 is the default code and then dial the number Redialing External Numbers With or without the handset lifted press the REDIAL button The system automatically selects a line and dials the number Transferring Calls to Other Extensions 1 While on the call press the TRANSFER button and then enter the extension number 2 Do one of the following e Wait for an answer announce the call and then hang up If the extension is unavailable press the flashing IC or Call button to return to the caller e Hang up to transfer the call an
36. al apparatus complies with Canadian ICES 003 Notice to U S Customers This equipment has been tested and found to comply with the limits for a Class B digital device pursuant to Part 15 of the FCC Rules These limits are designed to provide reasonable protection against harmful interference in a residential installation This equipment generates uses and can radiate radio frequency energy and if not installed and used in accordance with the instructions may cause harmful interference to radio communications However there is no guarantee that interference will not occur in a particular installation If this equipment does cause harmful interference to radio or television reception which can be determined by turning the equipment off and on the user is encouraged to try to correct the interference by one or more of the following measures Reorient or relocate the receiving antenna Increase the separation between the equipment and receiver Connect the equipment into an outlet on a circuit different from that to which the receiver is connected Consult the dealer or an experienced radio TV technician for help Notice to European Customers We Mitel Networks LTD Of Mitel Castlegate Business Park Portskewett Caldicot NP26 5YR UK Declare that for the hereinafter mentioned product the presumption of conformity with the applicable essential requirements of DIRECTIVE 1999 5 EC OF THE EUROPEAN PARLIAMENT RTTE DIRECTIVE AND OF THE C
37. all Fwd 06 Place Call 16 Take Medication 07 Call Client 17 Make Reservation 08 Call Customer 18 Review Schedule 09 Call Home 19 Lunch 10 Call Corporate 20 Reminder To set a Reminder message 1 2 Do one of the following With the handset on hook dial 305 SELECT REMINDER MESSAGE 01 20 appears e Press di Up or i Down to scroll through the messages e Enter the two digit number for the Reminder message from the previous table e Press the SCROLL menu button and then press the PREVIOUS or NEXT menu buttons to scroll through the list 3 Press or the ACCEPT menu button to select the message 4 Enter the time you wish to receive the message in hours and minutes for example 0900 or 900 for 9 00 and then press The display shows the Reminder message state If your system is set for 24 hour format enter the applicable time 1400 2 00 P M If your system is set for 12 hour display format press 1 for A M or 2 for P M To cancel all Reminder message requests With the handset on hook dial 306 REMINDER MSGS CANCELED appears To clear a received Reminder message With the handset on hook press A Mitel 8560 8660 Phone User Guide Issue 13 September 2009 Page 44 Messages Paging Other System Users You can place page announcements through phone speakers or external speakers if applicable Your system may use page zones to prevent announcements from transmitting th
38. alls forwarding 31 G Group Listen using 36 H Handset 2 off hook 6 off hook on hook 6 Page 56 on hook 6 Handsfree Mode overriding 27 using 27 Headset instructions 7 using 7 Hold Individual 28 System 28 Hookflash entering 28 Hunt Group Calls diverting 49 stealing 49 Hunt Group Calls diverting 49 Hunt Group Supervisor Features 49 Hunt Groups accepting or rejecting Agent Help 49 Agent Help requesting 48 agent IDs 47 Automatic Call Distribution ACD 47 Barge in using 49 calls diverting 49 monitoring 49 stealing 49 logging out of 48 types 47 Uniform Call Distribution UCD 47 wrap up timer 48 Individual Hold using 28 Internal Calls placing 19 IP Phone Exceptions 6 K Keymaps changing 16 switching 16 L Language changing 10 LCD Contrast changing 10 Logs call 36 Mitel 8560 8660 Phone User Guide Issue 13 September 2009 Manual Call Forwarding 31 Members hunt group 47 Menu Buttons 3 Message Indicator Lamp 3 Messages canceling 42 deleting 42 Do Not Disturb 43 error 51 leaving 41 Messages voice listening to 42 pages 45 Reminder 44 using 41 viewing 42 viewing and responding 42 Messages at Other Extensions leaving 41 Messages Left at Other Extensions canceling 42 Microphone muting 27 Mitel PKM 16 11 15 Mitel Programmable Key Module PKM 50 11 15 Music listening to 10 Mute using 27 N Number redialing 20 Numbers redialing external 20 O
39. ay that indicate the status of the download The final display message FIRMWARE DOWNLOAD SUCCESS or BOOT DOWNLOAD SUCCESS indicates that the software or firmware update was downloaded successfully Immediately following the download your phone will re synchronize with the telephone system by performing a reset When the display returns to your extension number your user name the time of day and the date the reset is complete and you can use your phone again During a reset your phone and all connected devices lose connectivity with the network for approximately 10 20 seconds Phone Damage Hazard Do not use yourlP phone or disconnect it from the power supply while it is updating software Software Compatibility Depending upon which software version your telephone system is using some of the features included in this guide may not be available for your phone Check with your system administrator to see which software version your telephone system currently uses and if there are any feature restrictions for your system Mitel 8560 8660 Phone User Guide Issue 13 September 2009 Page iii Phone Usage This equipment is not for connection to the telephone network or public coin phone service It is only for use when connected to Mitel systems When using your phone equipment basic safety precautions should always be followed to reduce the risk of fire electric shock and injury to persons including the following e Do not us
40. d disconnect the call from your phone Forwarding Calls 1 Press the FWD button and then enter the feature code if applicable ENTER FORWARD DEST appears 2 Enter the extension number or press the OUTGOING button or enter the Outgoing Call access code 8 is the default code and then dial the telephone number Placing Conference Calls 1 While on the first call press the CNF button to place the call on hold CALL NEXT PARTY TO CNF appears 2 Place a call to the next conference party For external calls press the OUTGOING button or enter the Outgoing Call access code 8 is the default code and then dial the number 3 After the party answers announce the conference and then press the CNF button to place the call on hold If necessary repeat this step to add the remaining conference party 4 Press the CNF button again or the CONNECT TO CNF menu button to start the conference CNF IN PROGRESS appears Viewing and Responding to Messages 1 With the handset on hook press the MSG button Messages are displayed as first in first out If there is more than one message you can repeatedly press the MSG button or the NEXT and PREVIOUS menu buttons to scroll through the messages 2 When the desired message is displayed press or lift the handset for privacy and then press or the Reply menu button to respond If your handset is off hook and you press the MSG button you automatically place a call to the party
41. d to use the Handoff feature on a call that has not been routed by Personal Call Routing You tried to use the Handoff feature on a call that the system has not yet recognized as a valid call You tried to use the Handoff feature on an unsupported extension The Handoff feature is supported on your main extension only You tried to use the Handoff feature on a phantom extension The Handoff feature is not supported on phantom extensions You entered the handoff feature code at the exact time the other party on the call disconnected The call was terminated for some reason Page 53 Index A Abbreviations 2 About Your Phone 1 Account Codes using 25 ACD Hunt Group Wrap up Timer stopping 48 ACD Hunt Groups logging in 47 logging out 48 Agent Help accepting or rejecting 49 requesting 48 Agent Help Calls accepting or rejecting 49 Agent Help requesting 48 Agent ACD hunt group 47 Audio Problems 52 Automatic Access using 18 Automatic Call Access using 18 Automatic Trunk Answer using 18 B Background Music listening to 10 Barge In using 49 Button Assignments viewing 16 Buttons 4 C Call Forward Manual 31 System 31 using 31 Call Logs using 36 Callback Queuing the Phone requesting 19 Caller ID Information displaying 30 viewing 30 Calls answering 17 Mitel 8560 8660 Phone User Guide Issue 13 September 2009 Index camping on to phone 19 conference placing 34 external placing
42. dicates a flashing Call button for the call including the phone that placed it on hold To place a call on Individual Hold 1 Press Y Hold ENTER EXTENSION NUMBER appears 2 Hang up or place another call To place an outside call on System Hold 1 Press OO Special and then dial 335 ENTER EXTENSION NUMBER appears 2 Hang up or place another call To return to a call that is on hold Press Y Hold and then lift the handset or press M Speaker lt Caller gt WAS HOLDING appears Entering a Hookflash Some telephone companies require you to enter a hookflash a quick hang up and release for feature access To enter a hookflash While off hook press OQO Special and then dial 330 or press the FLASH menu button Page 28 Mitel 8560 8660 Phone User Guide Issue 13 September 2009 Call Features Transferring Calls You can transfer calls to other extensions or external numbers You can also transfer conference calls See Transferring a Conference on page 34 for more information If your system administrator has enabled Transfer on Connect for your phone you are automatically connected to calls transferred to your extension after the transferring party hangs up If this option is turned off you must press a CALL button to answer calls transferred to your extension NOTE Transferring Calls to Other Extensions To transfer a call to another extension 1 While on the call press TRANSFER and then ent
43. e Mode With the handset on hook dial 319 HANDSFREE MODE ON appears on the display Dial 319 to turn Handsfree Mode off Using Ring Intercom Always If another extension has Handsfree Mode enabled for incoming internal calls see the previous section you can use Ring Intercom Always to override Handsfree Mode on the extension requiring the called party to pick up the handset to answer your call To override Handsfree Mode for the current call 1 Before you enter the extension number press RING EXTENSION NUMBER appears 2 Dialthe extension number To use Ring Intercom Always to always send non handsfree calls With the handset on hook dial 377 RING IC ALWAYS ON appears Dial 377 to turn the Ring Intercom Always off Using Mute You can use Mute to temporarily turn off your microphone preventing the other party on the call from hearing you To mute or unmute the microphone While on a call press MUTE MICROPHONE MUTE ON appears When the microphone is muted the Mute button lamp is lit Press the UNMUTE menu button or MUTE again to turn the microphone back on Mitel 8560 8660 Phone User Guide Issue 13 September 2009 Page 27 Call Features Placing Calls On Hold You can place calls on either Individual Hold or System Hold e Individual Hold Places an internal or external call on hold at your phone e System Hold Places an external call on hold in the system You can then pick up the call from any phone that in
44. e this product near water for example near a bath tub wash bowl kitchen sink or laundry tub in a wet basement or near a swimming pool e Avoid using a phone other than a cordless type during an electrical storm There may be a remote risk of electric shock from lightning e Do not use the phone to report a gas leak in the vicinity of a leak e Do not connect directly to the Public Switched Telephone Network PSTN Any connection of this phone to an off premise application an out of plant application any other exposed plant application or to any equipment other than the intended application may result in a safety hazard and or defective operation and or equipment damage Exposed plant means where any portion of the circuit is subject to accidental contact with electric lighting or power conductors operating at a voltage exceeding 300 volts between conductors or is subject to lightning strikes e The socket outlet if used shall be located near the equipment and shall be easily located by the user e Use only Mitel approved power adaptors See Power Requirements on page iii e The handset supplied with the phone is not certified for use with any other phone Use of the handset with any other phone may have the potential to cause hearing loss in the event of a lighting strike on the outside plant wiring Page iv Mitel 8560 8660 Phone User Guide Issue 13 September 2009 Notice to Canadian Customers The Class B digit
45. ecessary enter your DISA password e Use any phone on the system Dial 359 Enter your extension number c m Enter your password followed by Dial 363 Personal Call Routing On e To use Remote Programming to disable Personal Call Routing Follow steps 1 4 above dial 362 Personal Call Routing Off and then hang up Mitel 8560 8660 Phone User Guide Issue 13 September 2009 Page 39 Messages Messages The following sections describe how to use system messaging features including e Inter station messages Inter station messages are alerts sent to your phone by other internal parties notifying you to contact the party who left the message The Message button and Message Indicator lamp notify you of the new message You can then either delete the message or reply to the message which automatically places a call to the party who left the message e Do Not Disturb DND messages Messages that other internal parties see when your phone is in DND See Using Do Not Disturb on page 43 e Reminder messages Messages that you can use to notify yourself of upcoming appointments meetings and so on See Using Reminder Messages on page 44 e Pages Announcements sent over phone speakers or external speakers See Paging Other System Users on page 45 e Voice messages System voice mail messages Because a variety of voice mail products work with the 5000 CP this guide does not include voice mail instruc
46. ed for an account code indicated by a single beep you must enter an account code before you can place your call See Using Account Codes on page 25 Depending on system configuration you may also be able to use one of the following methods to select an outgoing line e Enter the Select Line Group feature code The default codes are 92001 to 92208 e Enter the Automatic Route Selection ARS feature code The default code is 92000 Contact your system administrator for more information about using Single Line Group or ARS access codes Redialing a Number You can quickly redial the last external number dialed Although most phones are programmed to redial the last number dialed your system administrator can program your phone to redial the last number saved You cannot redial extension numbers To use Redial do one of the following e With or without the handset lifted press REDIAL The system automatically selects a line and dials the number e With or without the handset lifted press OUTGOING or the Outgoing Call menu button and then the REDIAL menu button The number is dialed To use the Last Number Saved feature e To save the last number dialed While the phone is idle or while listening to intercom dial tone press REDIAL LAST OUTSIDE NUMBER SAVED appears e To redial the saved number After selecting a line press REDIAL The number is redialed If there is no redial number available the display shows NO NUM
47. er station and voice messages Toggles between Alpha Mode and Numeric Mode when entering dialpad characters FWD Forwards the call to the specified number Right forward when entering dialpad characters See Using the Dialpad Buttons to Enter Characters on page 22 ANSWER Answers calls OUTGOING Selects an outgoing line for external calls Page 4 Mitel 8560 8660 Phone User Guide Issue 13 September 2009 Getting Started Phone Connectors The phone connectors include Headset port Connects to a headset Handset port Connects to a handset 24 V Power port Connects to a 24VDC external power supply 8660 IP Phones only Personal Computer PC Ports 1 3 Connect to PCs or any other 10 100 Ethernet devices 8660 IP Phones only LAN Power port Connects to a network hub or a switch 8660 IP Phones only Back of Phone Headset port Handset port PC ports 1 3 24V Power port LAN Power port 8660 IP Phone only Mitel 8560 8660 Phone User Guide Issue 13 September 2009 Page 5 Getting Started IP Phone Exceptions The 8660 IP phone looks and functions almost identically to the 8560 Telephone with the following exceptions e The 8660 IP Phone has additional ports on the back that are used for Internet and power connections see Phone Connectors above e The 8660 IP Phone does not support the DSS BLF unit see page 15 e The 8660 IP Phone does not support the Off
48. er the extension number 2 Doone of the following e Wait for an answer announce the call and then hang up If the extension is unavailable press the flashing IC or CALL button to return to the caller e Hang up to transfer the call and disconnect the call from your phone Transferring Calls to External Numbers To transfer a call to an external number 1 While on the call press TRANSFER 2 Press the OUTGOING button or the Outgoing Call access code the default code is 8 to select an outside line 3 Dial the phone number 4 Doone of the following e Wait for an answer announce the call and then hang up If the extension is unavailable press the flashing CALL button to return to the caller e Hang up to transfer the call and disconnect the call from your phone Using Reverse Transfer You can use Reverse Transfer Call Pick Up to answer calls that are ringing or holding at other extensions For example if you receive a call while you are away from your desk you can pick up the call from another extension To use Reverse Transfer 1 Lift the handset and then press 4 ENTER EXTENSION NUMBER appears 2 Dial the extension or hunt group number where the call is ringing or holding The call is transferred to the phone you are using and you are connected to the caller See Hunt Groups on page 47 for more information about using hunt groups Mitel 8560 8660 Phone User Guide Issue 13 September 2009 Page 29 Cal
49. ess the CNF button or amp Hold and then hang up ENTER EXTENSION NUMBER appears This removes you from the conference but leaves the other parties connected To return to the conference Press the flashing CALL button CONFERENCE WAS HOLDING appears and you are reconnected to the conference Ending a Conference and Placing all Parties on Hold You can end a conference and place all conference parties on Individual Hold allowing you to toggle between the held parties and speak to one party at a time To end a conference and place all parties on Individual Hold Press the CNF button and then press 2 Hold CONFERENCE PARTIES ON HOLD appears To toggle between the held callers Press amp Hold twice for internal parties or the flashing CALL button for external parties Using Record A Call You can use Record A Call to record an ongoing call as a mailbox message You can then retrieve the message from your voice mailbox The Record A Call feature stays active after the other party hangs up so you can add to the recorded call with your own message This feature is not supported for peer to peer P2P calls Contact your system administrator for more information To use Record A Call 1 While on a call press QO Special and then dial 385 to turn Record A Call on or press the RECORD A CALL menu button REQUESTING RECORD A CALL appears 2 Enter the voice mailbox number where you want the recording saved RECORD A CALL IN
50. f Times Button is Pressed 1 2 3 4 5 6 7 8 9 10 11 Button English Spanish Characters Japanese Katakana Characters 1 s amp 1 A U E O a 2 A B C 2 KA KI KU KE KO i 3 D E F 3 SA SHI SU SE SO u 4 G H 4 TA CHI TSU TE TO e 5 J K L 5 NA NI NU NE NO o 6 M N O 6 HA HI FU HE HO tsu 7 P Q R S 7 MA MI MU ME MO ya 8 T U V 8 YA YU YO yu 9 W x Y Z 9 RA RI RU RE RO yo 0 0 WA WO N pa ba long 1 Japanese characters are supported on Inter Tel Protocol ITP Mode display phones only and only if the Multilingual feature is enabled and Japanese is enabled as the secondary language For example to enter May 31 you could use the following sequence 1 PNA Aw LP In Alpha Mode MSG button is lit press 6 once to enter an M Press 2 once to enter an A Press 9 three times to enter a Y Press FWD to enter a space Press MSG to switch to Numeric Mode Press 3 Press 1 Press P Speaker or lift the handset to save the entry 3 Page 22 Japanese characters are available only if the Multilingual feature is enabled and Japanese is installed as the secondary language Mitel 8560 8660 Phone User Guide Issue 13 September 2009 Answering and Placing Calls Dialing Station Speed Dial Numbers To dial a Station Speed Dial number Do one of the following e Dial 382 and
51. f 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 A ey 3 a 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 Maintenance and Repair There are no user serviceable parts inside the phones For repairs return the phone to an authorized Mitel provider Changes or modifications not expressly approved by Mitel may void the user s right to operate the NOTE R equipment Product Disposal Instructions This symbol indicates that the product is classified as electrical or electronic equipment and should not be disposed of with Nzi other commercial or household waste at the end of its working life For appropriate disposal and recycling instructions contact your local Mitel provider mmm The Waste of Electrical and Electronic Equipment WEEE Directive 2002 96 EC was established by the European Union to minimize negative impact on the environment control hazardous substances and curtail landfill expansion by using the best available recovery and recycling techniques Page ii Mitel 8560 8660 Phone User Guide
52. g tone 3 Press P Speaker the ACCEPT menu button or lift and replace the handset to select the ring tone Mitel 8560 8660 Phone User Guide Issue 13 September 2009 Page 9 Personalizing Your Phone Adjusting the Display Contrast You can adjust the display Contrast setting To adjust the Contrast setting 1 While the handset is on hook dial 303 2 Do one of the following e Press Ii Up or if Down to adjust the contrast e Press a number on the dialpad 1 lightest 8 darkest that corresponds to your desired contrast level 3 To save the setting press or E Speaker Listening to Background Music If your system is equipped with a music source you can listen to Background Music or system audio for example organizational conference calls through the external speaker To turn background music on or off Dial 313 to turn background music on BACKGROUND MUSIC ON appears Dial 313 to turn background music off Changing the Language Your system administrator can select two of the following languages as the primary and secondary languages used to display text e American English British English Spanish Japanese You can change the language by selecting the secondary language Contact your system administrator for more information To change the language Dial 301 to select either the primary or secondary language The display shows text in the selected language 1 This feature may or may
53. ground Music on page 10 for more information about background music Mitel 8560 8660 Phone User Guide Issue 13 September 2009 Page 3 Getting Started Feature Buttons Feature buttons provide quick access to commonly used features See the following table for descriptions Button Co Special Action Activates features while on active calls Depending on how your system is configured you may need to press this button before you dial a feature code i Up i Down Provides volume control for the ringer handset and speaker Scrolls through feature options i Speaker Y Hold Activates Handsfree Mode speakerphone See Using Handsfree Mode on page 27 Activates features Places the current call on hold CALL Selects an outside line or answers a call IC Answers an intercom internal call MUTE Mutes the microphone Left backspace when entering dialpad characters See Using the Dialpad Buttons to Enter Characters on page 22 DND Turns DND mode on or off See Using Do Not Disturb on page 43 PAGE Selects a page zone to place a page STN SPDL Views or accesses Station Speed Dial numbers SYS SPDL Views or accesses System Speed Dial numbers REDIAL Redials a telephone number or saves the last number dialed CNF Places a conference call TRANSFER Transfers the current call MSG Connects to int
54. gured to be your main extension You may be programmed for up to five associated destinations including e softphone e home IP phone e voice mail e mobile phone e home phone Your desk phone softphone home IP phone and voice mail extensions are already programmed in the system so your system administrator can easily include them in your routing steps To include your mobile and home phone numbers in your routing steps you will need to provide these numbers to your system administrator Personal Call Routing also includes the Handoff feature which includes the following functions e Push The Handoff push function allows you to move an active call from your main extension typically your desk phone to an associated destination without disconnecting audio The push function is useful if you are leaving the work area but want to remain connected to an active call The push function rings all associated destinations except voice mail and you select which device to use to answer the call When you answer the call you are immediately connected to the other parties at the new destination When the call is switching over to the new destination there may be a momentary break in audio which may be noticeable to the other parties on the call e Pull The Handoff pull function allows you to pull a call that was previously routed to your mobile or home phone back to the main extension The pull function is useful if you answer a call on
55. has a lamp The following table describes the lamp signals and the indicated call activity Lamp Signals Description Continuously Lit The extension is busy or off hook Slowly flashing The extension is in Do Not Disturb DND Quickly flashing The extension has a call ringing in Continuously flashing The extension is causing a Station Off Hook system alarm Additional Programmable Buttons You can also use the Direct Station Selection Busy Lamp Field DSS BLF unit to add additional programmable buttons to your telephone You can program buttons the same way as those on the associated telephone as described earlier in this section Contact your system administrator for details e Direct Station Selection Busy Lamp Field DSS BLF units e 8560 Telephones only Mitel Programmable Key Module PKM 50 aka the Model 8450 DSS BLF unit e 8560 Telephones only Mitel PKM 16 aka the Model 8416 Mini DSS unit Mitel 8560 8660 Phone User Guide Issue 13 September 2009 Page 11 Personalizing Your Phone Default Access Codes The following are default system access codes If your system uses different codes record the codes in the New Code column for reference Outside Line Access Codes Code Type Code New Code Emergency Call 911 999 112 Europe Outgoing Call Default 8 Select Line Group 1 to 208 92001 to 92208 Automatic Route Selection 92000 Extension Numbers
56. l Features Viewing Your System Information If you are on a call you can temporarily view your user information your user name and your extension number and the date and time To display your user information and the date and time Press OO Special and then dial 300 Viewing Caller ID Information If you are currently connected to an external caller with Caller ID you can toggle between the caller s name and number If the name is unavailable CANNOT ACCESS FEATURE appears To show the outside party s name number Press Gx Special and then dial 379 Page 30 Mitel 8560 8660 Phone User Guide Issue 13 September 2009 Call Features Forwarding Calls You can use Manual Call Forwarding or System Forwarding to forward calls Manual Call Forwarding You can use Manual Call Forwarding to send incoming calls to another extension or external number The following table describes Manual Call Forwarding options Call Forward Feature Description Code Menu Button Call Forward if No All incoming calls are forwarded if not 356 Answer answered The timer is set by the NO ANSWER system administrator Call Forward If Busy When your phone is busy all incoming 357 calls are forwarded without ringing BUSY Call Forward If No All incoming calls are forwarded if your 358 Answer Busy phone is busy or if you do not answer NO ANSWER BUSY To use Manual Call Forwarding 1 Press FWD and then press one of the
57. menu buttons as described in the table above ENTER FORWARD DEST appears 2 Enter the extension number or press the OUTGOING button or the Outgoing access code default code is 8 and then dial the telephone number You can press the MESSAGE CENTER menu button to forward calls to the Message Center voice mailbox FWD ALL CALLS TO number appears To cancel a Manual Call Forwarding request Do one of the following e Press the FWD button and then press d Speaker or lift and replace the handset ANY CALL FORWARD CANCELED appears e Or press the FWD button and then press the FWD OFF menu button System Forwarding You can use System Forwarding to route calls based on the type of call and the idle or busy status of your phone You cannot program the System Forward destination you can only turn it on or off Contact your system administrator for more information To turn System Forwarding on or off Dial 354 to turn System Forwarding on SYSTEM FORWARD ON appears Dial 354 again to turn System Forwarding off 1 This feature may or may not be enabled for your system Mitel 8560 8660 Phone User Guide Issue 13 September 2009 Page 31 Call Features Using Personal Call Routing When you enable Personal Call Routing on your phone your incoming calls are automatically routed to one or more preprogrammed associated destinations according to the routing steps programmed for you Typically your desk phone is confi
58. ng a call Press OO Special and then dial 399 Page 16 Mitel 8560 8660 Phone User Guide Issue 13 September 2009 Answering and Placing Calls Answering and Placing Calls The following instructions describe how to answer and place internal and external calls and how to use related features By default internal intercom calls are assigned to the IC button and external AOS calls are assigned to the CALL buttons Answering Calls Your phone may be preset to automatically answer incoming internal calls in Handsfree Mode See Using Handsfree Mode on page 27 After disabling Handsfree Mode you can use your handset or headset to answer incoming calls To answer a call Lift the handset or press g Speaker to answer a call while using a headset or to answer a call in Handsfree Mode If you are currently on a call press the flashing IC or CALL button to answer a waiting call See Answering Waiting Calls in the following section Answering Waiting Calls If you receive a call while you are on another call you hear a call waiting tone the IC or CALL button flashes and the display shows the Caller ID information if available To answer a waiting call Press the flashing IC or CALL button This places the first call on hold and connects you to the waiting call You can also place the first call on hold before you answer the waiting call See Placing Calls On Hold on page 28 Mitel 8560 8660 Phone User
59. not be enabled for your system Page 10 Mitel 8560 8660 Phone User Guide Issue 13 September 2009 Personalizing Your Phone Using Programmable Buttons For quick access you can assign feature codes extensions speed dial numbers trunks or other resources to your programmable buttons You can then press the programmed buttons to activate features or place calls See Default Access Codes and Default Feature Codes on page 13 for code lists You cannot reprogram the default button assignments See Programmable Buttons on page 3 To program a button 1 With the handset on hook dial 397 2 Press the button that you want to program If the button is e not programmed UNDEFINED KEY appears e programmed the feature or extension programmed for the button appears e not programmable NON PROGRAMMABLE KEY appears 3 Enter the feature code extension number or speed dial code 0 to 9 to be assigned to the button Before assigning a speed dial number to a button the number must be NOTE stored with either a Station or System speed dial code See Using Speed Dial on page 21 After you program a button you can e Press the button to place a call to the assigned extension e Press the button and then hang up to transfer a call to the assigned extension If the call is transferred to voice mail you hear repeating double tones e Visually monitor the call activity of the assigned extension if the button you assign
60. ns 3 Message Indicator lamp 7 Feature buttons 4 Menu buttons 8 Speaker Mitel 8560 8660 Phone User Guide Issue 13 September 2009 Page 1 Getting Started Feature Descriptions Mitel 8560 8660 Phone User Guide Issue 13 September 2009 Page 2 The following sections describe default configurations Your phone may be programmed differently Contact your system administrator for more information See About Your Phone on page 1 for phone feature locations Handset The handset provided with this equipment is hearing aid compatible HAC If you are using a headset or if you are in Handsfree Mode you do not need to use the handset Display The phone has a six line display When the phone is idle the top two lines show user and system information including Extension number User name Time and date Call information during a call Message indication after messages are received Following are the feature display abbreviations Abbreviation Word or Phrase ACCT CODE Account Code CNF Conference DEST Destination DIR Directory DND Do Not Disturb EXT Extension LOGS Call Logging MSG Message RCL Recall SPKR Speaker SPKRPHN Speakerphone STN SPD Station Speed Dial SYS SPD System Speed Dial TFR Transfer TG Trunk Group a group of outside lines TRNK Trunk an outside line MISSED number Missed Calls Getting Started Message Indica
61. ntry ui Cancel search Activate selection MUTE Move the cursor to the left deleting existing characters Previous versions of your system software may be programmed to use the Basic Search feature With this feature you do not have predictive search capabilities therefore you may have to enter the complete contact or feature name using the dialpad characters shown on page 22 NOTE Mitel 8560 8660 Phone User Guide Issue 13 September 2009 Answering and Placing Calls To search for a directory name or feature 1 Dial 307 and then press one of the following e 1 for the IC directory e 2 for the Outside directory e 3forthe Feature directory e The Directory menu button IC OUTSIDE or FEATURE 2 Press the dialpad buttons to enter up to 20 characters See the table on page 24 for dialpad button character descriptions 3 Press K Up or d Down or the gt gt Next or lt lt Previous menu buttons to scroll through the entries The IC directory may display two similar entries one without an asterisk and one with an asterisk The entry without an asterisk is a primary extension NOTE The entry with an asterisk is a secondary extension See Using Secondary Extension Buttons on page 37 for more information about primary and secondary extensions 4 Press or the menu button next to the entry while the display shows the entry to dial a number or activate a feature code Using Account C
62. odes Account codes record information for telephone record reports You may be required to enter account codes when placing calls Contact your system administrator for more information about using account codes There are three types of account codes e Standard account codes Automatically entered into the telephone record report whenever you place a call e Forced account codes Entered before you can place an outside call e Optional account codes Entered at any time during a call To enter an optional account code 1 While off hook press OO Special and then dial 390 2 Enter the optional account code and then press To set an account code for all calls placed from your phone Dial 391 followed by the account code and then press ACCOUNT CODE ACCEPTED appears This code is used for all calls made from your phone until it is disabled To disable the code Dial 391 and then press ACCOUNT CODE CLEARED appears Mitel 8560 8660 Phone User Guide Issue 13 September 2009 Page 25 Call Features Call Features The following sections describe call related features Using Handsfree Mode You can use Handsfree Mode to activate the speakerphone The Ring Intercom Always feature prevents calls from being answered in Handsfree Mode see the following section NOTES f You cannot use Handsfree Mode if you are using a headset or if you have more than one phone assigned to an extension number To use Handsfre
63. p or i Down to scroll through the messages e Enter the two digit number for the DND message from the table above e Press the SCROLL menu button and then press the PREVIOUS or NEXT menu buttons to scroll through the list Press or the ACCEPT menu button message If applicable enter the additional text for the DND description See Using the Dialpad Buttons to Enter Characters on page 22 for dialpad character descriptions Press x Speaker or the ACCEPT menu button or lift and replace the handset To turn off DND Press the DND menu button and then press DND OFF DO NOT DISTURB OFF appears Mitel 8560 8660 Phone User Guide Issue 13 September 2009 Page 43 Messages Using Reminder Messages You can use Reminder messages to alert you at a selected time up to 24 hours in advance At the selected time the Reminder message signals you with eight short tones and your display shows the message even if you are on a call The following table shows the 20 default Reminder messages If your system administrator changes your Reminder messages you can record the new messages in the New Message column for reference Code Default Message New Message Code Default Message New Message 01 Meeting 11 Call Engineering 02 Staff Meeting 12 Call Marketing 03 Sales Meeting 13 Call Accounting 04 Cancel Meeting 14 Cancel DND 05 Appointment 15 Cancel C
64. p to 20 entries can be stored in each call log You can use your Call Logs to e View recent call activity e View caller ID information e Return or redial calls To use Call Logs 1 Dial 333or the LOGS menu button 2 Select one of the following options e Press 1 MISS or the MISSED CALLS menu button for missed calls e Press 2 RCV or the RECEIVED CALLS menu button for received calls e Press 3 DL or the DIALED CALLS menu button for dialed calls e Press 4 CLR or the CLEAR LOGS menu button to clear all entries 3 Press K Up or d Down or the gt gt Next or lt lt Previous menu buttons to scroll through the entries The display shows the party s name and the extension or outside number if available and the date and time If no Caller ID information is available UNKNOWN CALLER appears To return a call or redial a number listed in a Call Log Press or the CALL NOW menu button while the display shows the number To delete individual Call Log entries Press 0 to delete the displayed entry or press the DEL ALL menu button to delete all entries in the current call log 3 This feature may or may not be enabled for your system Page 36 Mitel 8560 8660 Phone User Guide Issue 13 September 2009 Call Features Using Secondary Extension Buttons You can use programmable buttons as Secondary Extension buttons Secondary Extension buttons are assigned to other extensions in the system primary extensions
65. pes are either UCD or ACD e UCD Hunt Groups Uniform Call Distribution UCD agents do not log in to the hunt group to receive calls e ACD Hunt Groups Automatic Call Distribution ACD agents log in to the ACD hunt group to receive calls The system distributes calls to ACD hunt groups as follows o Agent IDs Each agent is assigned an Agent ID number for logging in to the hunt group see the next section Hunt group calls are distributed to logged in agents according to their Agent ID number instead of their extension number Agents can log in to any ACD hunt group phone o Extensions Hunt group members do not use Agent IDs and calls are distributed to phones where the agents are logged in Logging in to ACD Hunt Groups You must log in to an ACD hunt group to receive hunt group calls To stop calls you either log out of the ACD hunt group or divert calls See Diverting Hunt Group Calls on page 49 Only one agent can be logged in to a phone If the ACD Agent ID Automatic Connect option is enabled for your hunt group and you are using a headset you are automatically connected to waiting calls when you log in However the first call you receive after you log in rings until you answer it You are automatically connected to subsequent calls NOTES To log in to or out of all ACD hunt groups in which you are a member Dial 328 to log in followed by your Agent ID if necessary AGENT LOGGED INTO ALL ACDS appears Dial 328
66. r a new password To enter a Remote Programming password 1 Dial 392 ENTER PASSWORD appears 2 Enter your current password the default password is your extension number followed by 44 CHANGE PASSWORD TO appears 3 Enter the new password followed by VERIFY PASSWORD appears 4 Enter the new password again followed by DATABASE UPDATED appears To change the station password from another phone see Using Remote Programming to Change the Password on page 38 4 Secondary Extension buttons must be programmed by your system administrator Mitel 8560 8660 Phone User Guide Issue 13 September 2009 Page 37 Call Features Using Remote Programming to Change the Password You can use Remote Programming to change the station phone password To use Remote Programming to change the station password 1 Do one of the following e Call your DISA number provided by your system administrator If necessary enter your DISA password e Use any phone on the system Dial 359 Enter your extension number Enter your password followed by Dial 392 Enter the new password followed by NGI n e 0 NN Enter the new password again followed by Using Remote Programming to Change DND Settings See Using Do Not Disturb on page 43 for more information about using DND To use Remote Programming to turn on DND 1 Doone of the following e Call your DISA number provided by your system administrator If necessary
67. r external calls press the OUTGOING button or the Outgoing Call access code the default code is 8 and then dial the number 3 After the party answers announce the conference and then press the CNF button to place the call on hold If necessary repeat this step to add the remaining conference party 4 Press the CNF button again or the CONNECT TO CNF menu button to start the conference CNF IN PROGRESS appears Adding a Conference Party You can add a conference party during the conference To add a conference party 1 Press the CNF button or the ADD PARTY menu button This leaves the conference parties connected 2 Place a call to the party to be added to the conference and then announce the conference Press the CNF button twice or the CONNECT TO CNF menu button to add the party and rejoin the conference Transferring a Conference You can transfer an existing conference to another extension To transfer a conference 1 During the conference press TRANSFER and then dial the extension number 2 Announce the conference if desired and then hang up CONFERENCE TFR from name appears on the called party s display The party must then press the flashing CNF button to connect to the conference Page 34 Mitel 8560 8660 Phone User Guide Issue 13 September 2009 Call Features Dropping Out of a Conference You can drop out of a conference and return to the conference later To drop out of a conference Pr
68. rent call MSG Connects to silent and voice messages Toggles between Alpha Mode and Numeric Mode FWD Forwards the call to the specified number Right forward when entering dialpad characters ANSWER Answers calls OUTGOING Selects an outgoing line for external calls Mitel 8560 8660 Phone User Guide Issue 13 September 2009 Commonly Used Feature Codes Contact your system administrator for more information about system features Feature Code ACD Agent Log In Out 328 Automatic IC Call Access On Off 361 Automatic Trunk Call Access On Off 360 Background Music On Off 313 Call Forward All Calls 355 Call Logging 333 Conference 5 Default Station 394 Directory 307 Display Time And Date 300 Do Not Disturb On Off 372 Handsfree On Off 319 Headset On Off 317 Hold Individual 336 Hold System 335 Hunt Group Remove Replace 324 Message Cancel Left Message 366 Message Delete Message 368 Message Leave Message 367 Message View Messages Menu 365 Microphone Mute On Off 314 Page Receive On Off 325 Personal Call Routing On Off 364 Personal Call Routing Handoff 388 Program Buttons 397 Program Station Password 392 Programmable Buttons Default 395 Queue Callback Request 6 Record A Call 385 Reverse Transfer Call Pick Up 4 Ring Tone Selection 398 Station
69. rough every phone in the system Each page zone contains a different combination of extensions and external paging equipment Contact your system administrator for page zone information You can use the following table to save the page zone information for future reference Page Zone Name Number Description Placing a Page Announcement To place a page announcement 1 Press the PAGE button 2 Enter the page zone number 0 to 9 3 After the tone make your announcement and then hang up Enabling or Disabling the Page Feature You can enable or disable the Page feature for your extension If your extension is assigned to more than one page zone the Page on and off feature code enables or disables your extension for all pages zone you cannot select individual zones To enable or disable paging for your phone Dial 325 to enable paging PAGE RECEIVE ON appears Dial 325 again to disable paging Mitel 8560 8660 Phone User Guide Issue 13 September 2009 Page 45 Hunt Groups Hunt Groups This chapter describes Hunt Groups and how to use Hunt Group features UCD and ACD Hunt Groups Hunt groups are groups of internal parties agents who share a common hunt group extension number Calls can either be placed to the hunt group using the hunt group extension number or to a specific agent using the agent s extension number Hunt groups are programmed by the system administrator Hunt groups ty
70. t Retry using the correct feature code see page 13 INVALID EXTENSION NUMBER The extension number entered does not exist Retry using a valid extension number NO UPDATE PERFORMED The feature was not completed or one or more feature conditions were not met Mitel 8560 8660 Phone User Guide Issue 13 September 2009 Page 51 Troubleshooting Troubleshooting Tips The following table includes troubleshooting tips for phone and system features Page 52 You can often correct problems that you may be experiencing by resetting the NOTE phone to the default settings See Resetting the Phone to the Default Settings on page 16 Problem Possible Solution The phone is not working properly Contact your system administrator cannot use one or more of the features described in this guide The feature may not be enabled Contact your system administrator for more information cannot program System Speed Dial numbers Your system administrator programs System Speed Dial numbers cannot change the time and date on the phone display am experiencing audio problems on my phone such as echo distorted sound or choppiness Your system administrator programs the time and date Contact your system administrator if you notice that the date and time are incorrect Contact your system administrator if you are having audio problems The name on the display is
71. this guide are for using your 8560 Telephone or 8660 IP Phone The Quick Reference Guide located at the beginning of this user guide is an overview of frequently used features Your phone should be powered on and ready to use If the display is blank or if the display name extension number or time or date are incorrect contact your system administrator for assistance Because a variety of voice mail products work with the Mitel 5000 Communications Platform CP this guide does not include voice mail instructions For voice mail instructions refer to the voice mail user guide for your system For example refer to the Enterprise Messaging Basic Voice Mail and Embedded Voice Mail Card User Guide part number 835 3205 or the NuPoint Unified Messaging User Guide on the Mitel Web site http edocs mitel com Contact your system administrator for more information about your voice mail system Because many phone features can be programmed to perform various tasks NOTE some features may work differently than the descriptions in this guide Contact your system administrator for more information About Your Phone Your phone is equipped with a six line display a hearing aid compatible handset a Message Indicator lamp an internal speaker and microphone and three types of buttons See Feature Descriptions on page 2 for more information about the phone features 1 Handset 5 Programmable buttons 2 Display 6 Dialpad butto
72. tions For voice mail instructions refer to the voice mail user guide for your system For example refer to the NOTE Enterprise Messaging Basic Voice Mail and Embedded Voice Mail Card User Guide part number 835 3205 or the NuPoint Messenger Messaging User Guide on the Mitel Web site http edocs mitel com Contact your system administrator for more information about your voice mail system Using Messages Following are instructions on how to use system messaging features Leaving Messages at Other Extensions You can leave inter station or voice mail messages for other internal parties To leave an inter station or voice mail message for a busy IC extension 1 Press MSG or the LEAVE MESSAGE menu button HANG UP OR WAIT FOR MSG CENTER appears 2 Doone of the following e Hang up to leave an inter station message MESSAGE LEFT FOR lt name gt appears e Stay on the line to connect to the message center usually voice mail To leave an inter station message without placing an internal call 1 Dial 367 Leave Message or press MSG and then press the LEAVE MESSAGE menu button LEAVE MESSAGE ON EXTENSION appears 2 Enter the extension number MESSAGE LEFT FOR name appears Mitel 8560 8660 Phone User Guide Issue 13 September 2009 Page 41 Messages Viewing and Responding to Messages When you have new messages the MSG button and Message Indicator lamp are lit The display shows the number of new messages
73. to Background MUSIC ooocoooooono RR I RI HH 10 Changing the Language o coocooccononn n hh hh n nnn 10 Using Programmable Buttons oooccoconco n n I n 11 Additional Programmable Buttons eee 11 Default Access Codes 0 2 ccc hh 12 Outside Line Access CodeS 0 0 ees 12 Extension Numbers asda iaa umdrehen rd 12 Default Feature COdes oooooccocco nenn 13 Programming Programmable Buttons slseeeeeeeeeee Rn nnn 15 Viewing Button Assignments 00 0 cece n hh hh hr 16 Resetting Programmable Buttons n n nnn 16 Resetting the Phone to the Default Settings os 16 Switching Keymaps 2 22 25 rh hh hh hn nnn nnn 16 Mitel 8560 8660 Phone User Guide Issue 13 September 2009 Page vii Contents Answering and Placing Calls 17 Answering Calls 2 22 4 en unn en nn nenn nennen nn 17 Answering Waiting CAlIS oooooocrrosnrnr Rn hh nn 17 Using Automatic Call ACCESS oooocoooconc eee hh 18 Redirecting Calls ianaeaieo aa da aiae een en 18 Using Automatic Trunk Answer sseeeeeeeeee n n n hh hn 18 Placing Calls Ir RIED a eex x eU E ew E SE eed ote NUR Sa Yn 19 Placing Emergency CallS oooooocoocooo nae 19 Placing Internal Calls keeps e kn rre KAL ante a 19 Requesting a Callback Queuing the Phone lessen 19 Using Camp On ix ester ur Ier DR a VY HER US Rid 19 Off Hook Voice Announce
74. tor Lamp The Message Indicator lamp flashes or stays lit to indicate call message and feature activity See Using Messages on page 41 By default the Message Indicator lamp is lit when you receive new messages NOTE However this lamp can be programmed for other functions Contact your system administrator for more information Message Indicator lamp signals are described in the following table Message Indicator Lamp Signal Description Rapidly flashing You have an incoming call Slowly flashing You have a waiting message or callback message On You are on a call or using a feature Off Your phone is idle Menu Buttons The phone has eight dynamic menu buttons at the top of the display that change depending on the feature and menu currently shown You can use the menu buttons to view and select feature options Programmable Buttons Most of the buttons on your phone are preprogrammed by the system administrator However you can program some of the phone buttons for quick access to features or speed dial entries See Using Programmable Buttons on page 11 for instructions Dialpad Buttons Use the dialpad buttons to dial phone numbers enter feature codes and to enter characters when using features that require text input Speaker The speaker provides audio for handsfree calls and background music See Using Handsfree Mode on page 27 for information about handsfree calls See Listening to Back
75. ts Forwarding Calls ics i020 ccr REI ea ee eee ee nn 31 Manual Call Forwarding 06000 ccc nennen nenne nenn 31 System Forwarding 31 Using Personal Call Routing 00 eee Rh m hh nh 32 Placing Conference Calls 00 0 c eee eee 34 Adding a Conference Party 00 ccc tte 34 Transferring a Conference 0c c cette eee 34 Dropping Out of a Conference 0 0 cette nenn 35 Ending a Conference and Placing all Parties on Hold 000 eee ee eee eee 35 Using Record A Call zu 200 0 20000000 rr ee ee ee ee nn 35 Using GroupListen aa anna nenn ann nn nennen en nn 36 Using Call Logs fk HI eb eh eee eos 36 Using Secondary Extension Buttons enn 37 Remote Programming ccce u NG un lr Rr a a a nn an ann 37 Entering a Remote Programming Password oooccococccco nn 37 Using Remote Programming to Change the Password 222222 a 38 Using Remote Programming to Change DND Settings 2 2 2222 a 38 Using Remote Programming to Forward Calls 2 oo 39 Using Remote Programming for Personal Call Routing 00 00 cee nennen 39 Messages 41 Using Messages haa eorr ii Seen te eed WERT NE eee 41 Leaving Messages at Other Extensions ees 41 Viewing and Responding to Messages 4 eee eee 42 Canceling Messages Left at Other Extensions llle 42 Deleting Waiting Inter Station Messages
76. tton on your phone Contact your system administrator for a list of extension numbers To place an internal call With or without the handset lifted dial the extension number If you enter incorrect digits you can press the MUTE button to move the cursor backward deleting the last digits entered If you are using Handsfree Mode listen for the double tone and then begin to speak If there is no answer or if the extension is busy you can do the following e Request a callback queue See Requesting a Callback Queuing the Phone below e Camp on to the busy extension See Using Camp on below e Use Off Hook Voice Announce to contact the party See Off Hook Voice Announce below e Leave a message See Leaving Messages at Other Extensions on page 41 Requesting a Callback Queuing the Phone When you request a callback queue the phone the system automatically calls to connect you to the extension when it becomes available To request a callback If there is no answer or if the extension is busy press the QUEUE menu button or Oo Special followed by 6 and then hang up QUEUE REGISTERED FOR lt name gt appears When the extension becomes available your extension rings To cancel the callback request Press the CANCEL QUEUE menu button or 6 QUEUE REQUEST CANCELED appears Using Camp on Camp on keeps you connected to the called extension until it becomes available You cannot use Camp on if the called extension is in
77. up Supervisor Features The following features can be used by hunt group supervisors only Accepting or Rejecting Agent Help Calls Supervisors can accept or reject Agent Help calls To accept an Agent Help request Answer as usual Your microphone is automatically muted To reject an Agent Help request Dial 376 AGENT HELP REJECTED appears Monitoring Calls You can use Station Monitor to connect to a hunt group call and hear both parties but you cannot be heard by either one Station Monitor stops if the hunt group member terminates transfers or transfers the call You can barge in to or steal monitored calls as described below You can also record the call See Using Record A Call on page 35 for more information about recording calls To use Station Monitor Dial 321 and then enter the extension number MONITORING EXT number appears Monitored hunt group members may hear an activation tone when the feature is activated Using Barge in While monitoring a hunt group call you can use Barge in to join the call To barge in to a hunt group call Dial 386 BARGE IN PROGRESS appears Stealing Hunt Group Calls While monitoring a hunt group call you can steal the call from the hunt group member which disconnects the call from the agent and transfers the call to your extension To steal a hunt group call Dial 387 CALL STOLEN FROM EXT number appears Mitel 8560 8660 Phone User Guide Issue 13 September
78. y shows ACD WRAP UP TERMINATED Other Hunt Group Features The following features can be used by ACD or UCD hunt groups Requesting Agent Help You can use Agent Help to request help from a designated Agent Help Extension usually your supervisor during a call When your request call rings at the Agent Help Extension the supervisor can join the call or reject the request Agent Help is not supported for peer to peer P2P calls Contact your system NOTE administrator for more information To use Agent Help 1 While you are on a hunt group call press OO Special and then dial 375 If you hear repeating tones one of the following has occurred e The feature is not available at your phone NOTE e You already have four parties in your call e Not enough system circuits are currently available e The Agent Help Extension is in DND 2 If not preprogrammed dial the Agent Help extension number If the Agent Help Extension accepts the call AGENT HELP IN PROGRESS appears If the Agent Help Extension rejects the call AGENT HELP REJECTED appears Page 48 Mitel 8560 8660 Phone User Guide Issue 13 September 2009 Hunt Groups Diverting Hunt Group Calls You can temporarily divert hunt group calls preventing hunt group calls to your extension To divert hunt group calls Dial 324 to divert calls The display shows the feature state DIVERT HUNT GROUP CALLS Dial 324 again to program your phone to accept calls Hunt Gro
79. y the system administrator To reset the feature buttons to the default values With the handset on hook dial 395 FEATURE KEYS DEFAULTED appears Resetting the Phone to the Default Settings Resetting the phone to the default settings does the following e Returns all volume settings to the default levels See Changing Volume Levels on page 9 e Cancels Background Music See Listening to Background Music on page 10 e Cancels Callback queue requests See Requesting a Callback Queuing the Phone on page 19 e Restores Handsfree Mode Using Handsfree Mode on page 27 e Cancels Manual Call Forwarding See Manual Call Forwarding on page 31 e Cancels System Forwarding See System Forwarding on page 31 e Cancels Do Not Disturb DND See Using Do Not Disturb on page 43 e Restores Page settings See Paging Other System Users on page 45 e Resets hunt group calls See Hunt Groups on page 47 To return your phone to the default settings Dial 394 STATION DEFAULTED appears Switching Keymaps Keymaps are the default button assignments on your phone Your system administrator may have programmed an alternate keymap allowing you to switch between keymap assignments Contact your system administrator for more information To switch between keymaps when your phone is idle With the handset on hook dial 399 The display shows either ALTERNATE or STANDARD KEYMAP IS ACTIVE To switch between keymaps duri
80. ype Description Mobile Twinning Calls simultaneously ring your desk phone and mobile phone before going to voice mail Delayed Mobile Calls ring your desk phone first and then ring both your desk phone and Twinning mobile phone before going to voice mail Check with your system administrator to see which routing type has been programmed for you Your administrator can modify these routing types by adding or removing routing steps adding or removing destinations and changing the ring timers if required To ensure that calls are routed correctly to your mobile and home phones inform your system administrator if either of these phone numbers change To enable Personal Call Routing Dial 363 or 364 PERSONAL ROUTING ON appears on the display To disable Personal Call Routing Dial 362 or 364 PERSONAL ROUTING OFF appears on the display To answer a call routed to your mobile or home phone 1 Answer the call when it rings your phone After you speak the Personal Call Routing prompt is played 2 Do one of the following e Press to accept the call You do not need to wait for the prompt to accept the call You can NOTE accept the call immediately by pressing the button e Press to send the call to the voice mailbox associated with your main extension not your mobile phone or home phone voice mailbox If you do not have a voice mailbox the Press prompt is not played and the call is routed to your main extension

Mitel 8660 Telephone User Manual

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