Call Coverage (Busy/No Answer) specifies how unanswered calls are handled.

Call Groups

Incoming calls to a call group have the opportunity to be answered by any member of the call group. The way the call is presented to the group members depends on the call group type. The five types of call groups are as follows:

  • Broadcast group: all phones in the group ring simultaneously.
  • Hunt group: phones in the group ring in sequence.
  • Rollover group: first available phone in the group rings.
  • Pickup group: calls to any member of the group can be answered by any other member who presses their pickup key.
  • Page group: phones of specific Page group members who are located in the same site.

In all cases, the first phone that picks up answers the call and stops the other phones from ringing or being notified.
To view call groups that you are a member of, select My Call Groups in the Navigation pane.
To view the members of a particular call group, select the Name of the call group from the list.

Only the administrator can add a call group, or change the members of an existing call group.

Join and Leave Call Groups

You can join and leave call groups that you are a member of if the call group has been configured to allow joining and leaving. For Broadcast, Hunt and Rollover groups, only the phones of members who are joined in the group will ring when the call group is called. For Call Pickup groups, other phones in the group will be notified only if the phone being called is joined in the group.
To join or leave a call group that you are a member of using the web interface, follow these steps:

  1. Select My Call Groups in the Navigation pane.
    Your status for each call group is displayed in the Status column.
  2. Select In Group to leave or Out of Group to join.
  • Join and leave steps apply to Broadcast, Call Pickup, Hunt and Rollover groups only.
  • If your status is not displayed as a link, it means that you do not have permission to leave the call group. Selecting this status will not cause a change. See the administrator.
  • You can also join or leave a call group via a programmed join/leave memory key on your phone.

Call Lists

Call list keeps a list of the calls that you make and receive. The call list is accessible from your phone. You can redial any calls that you made from the call list. See Redial.


Please note:

  • Since softkeys are not available on 5212/5312 and 5304 phones, you must first have one of your programmable memory keys programmed as an Incoming Calls List key and another programmed as Redial List/Dial. (See Programmable Memory Key Features.)
  • The Post-call Duration Time feature is not supported on 5212/5312 and 5304 phones.

 

To view the list of incoming calls received, follow these steps:

  1. Press CALLS or Incoming Call List on your phone.
    The system displays the most recent caller's name. If the name of the caller is not known, the number is displayed.
  2. Use the Scroll keys to navigate the list.
  3. Press TIME to display the time and date of the call, as well as the call duration.
  4. Press NUMBER to display the number and name of the caller. If the name is not known, this option is not available.
  5. Press QUIT to exit from the call list.

To call a number from your incoming calls list:

  1. Press CALLS or Incoming Calls List.
    The system displays the most recent caller's name.
  2. Use the Scroll keys to navigate the list.
  3. Press DIAL or Redial List/Dial to make a call to the displayed number.

The next available Line Appearance is selected and the system attempts to dial the displayed number by prefixing it with the appropriate digits for external dialing (usually "9" or "91" depending on configuration). If the number can be dialed as such, you will hear ringing once the call has been placed. If the number cannot be dialed as such, the call will fail and you will have to dial the number manually remembering to include the proper prefix digits.

  • The position of the call in the call list is displayed in front of the phone number.
  • The * symbol beside the position of the call means that the call was not answered.
  • If the call was answered by a member of your call pickup group, then the call will show as unanswered (with a *) on your phone and answered (without a *) on the call pickup group member's phone that answered the call.
  • *CALLS means that there has been at least one unanswered call since the last time you viewed the list of calls you received.

Deflect Call

Deflect Call lets users activate Do Not Disturb (DND) during the alerting phase of a single call. Calls are immediately redirected to call coverage if active or call treatment if call coverage is not active. Once pressed, the feature key only deflects the incoming call. DND remains off.

Call Group Interaction

DND cannot be activated and deflect the ringing call for a group if the user cannot leave the group. The following sections are only applicable for users that can leave Call Groups.

Monitor Group

  • If the user is a secondary member and presses the DND key while the primary member is ringing, the secondary member goes silent, the secondary member LED extinguishes, the call leg to the secondary member is canceled, and the primary member continues to ring
  • If the user is the primary member and presses the DND key during the ringing phase, the call is deflected to CC. All secondary members stop ringing and their LEDs extinguish.

Broadcast Group

  • If the user is in a Broadcast group and presses the DND key during the ringing phase, the call is deflected and the broadcast group LED is extinguished.
  • The call is still presented to the other members of the group.

Hunt Group

  • If the user is a Hunt group member and the call is presented, pressing the DND key during the ringing phase forces the call to the next member. The call is presented to the user again.

Outgoing Call Privacy

Outgoing Call Privacy lets you dynamically block your call identity—that is, your name and number—when making outgoing calls as a way to protect your privacy.
When enabled by your administrator, you can block your outgoing caller ID in one of the following three ways:

  • Check Activate Outing Call Privacy on the My Personal Details page.
  • Provision an Outgoing Call Privacy key that can be enabled on the My Phones page.
  • You can enable Outgoing Call Privacy on a per call basis by including *67 as a prefix to the dialed number.

When permissions to use this feature are revoked, the system removes any Outgoing Call Privacy key, but preserves the feature state (active or inactive) for future use, as well as any Outgoing Call Privacy key inherited from a key profile.

 

Login

Using Login, you can enter your extension into any phone and take ownership of that phone. By doing this, you can direct all incoming calls for your extension to that phone.

This feature only applies to phones with softkeys.
You can only log into an unassigned phone (a phone without a user logged in). If a phone has a user logged in, you can log the user out by following the procedure described in Logout. An unassigned phone displays "Logged Out".
To log in to a phone, follow these steps:

  1. Press ACTIVATE on an unassigned phone (a phone without a user logged in).
    The system prompts you to enter an extension.
  2. Enter your extension.
    The system prompts you to enter your PIN.
  3. Enter your PIN.
  4. Press # or ENTER once you have finished entering your PIN.

The system verifies that the PIN is valid and then logs you into the phone.

  • You cannot log in or out, or activate a phone, while the phone is on an active call.
  • If you are not logged into a phone, all calls to your extension go directly to call coverage.
  • If you have not been assigned the privileges required to log out of your phone you are not prompted for a PIN when you log in.
  • You are not prompted for a PIN when you log into a phone with a location extension.

Logout


This feature only applies to phones with softkeys.
To log out from a phone, follow these steps when your phone has no calls connected:

  1. Press MENU.
  2. Press LOGOUT.
    The phone displays a confirmation message.
  3. Press YES to proceed.

The phone displays the message "Logout successful", confirming that you are logged out of the phone and the system. Incoming calls will be forwarded to Call Coverage. The phone returns to a logged out/unassigned idle state.

If your phone has been locked you cannot log out of the phone. The LOGOUT softkey is not be displayed on your phone. Contact your System Administrator for assistance.
You cannot log in or out, or activate a phone, while the phone is on an active call.
You can use     instead of QUIT.

 

  • After you have logged out of the phone, callers to your extension will be directed to your call coverage target. If no call coverage target is set, the phone will ring until the caller hangs up.
  • If the primary member of a Monitor Group logs out of the phone, calls to the Monitor Group will still ring any secondary phones and will redirect to the primary member's call coverage target after the configured number of rings.
  • For more information about Monitor Groups, see Monitor Calls.
  • If a logged out phone has twinning configured, the twinning target phone will ring and the call will be redirected to the logged-out phone's call coverage target after the configured number of rings.

Monitor Groups

Using the Monitor Groups feature, your calls can be monitored and answered by other users or you can have your phone monitored for activity. To enable the Monitor feature, contact your administrator and provide a list of users that you would like to have monitor your calls or phone. The administrator will create a Monitor group in your name with the people in your list as members of the group. There is no other action that needs to be taken on your part.
If you requested to have your calls monitored, calls to one or more of your Line Appearances will automatically ring on your Monitor group member phones provided that they have configured the appropriate number of Monitor Call or Monitor Call Silent keys on their phone. See Monitor Calls.
When a member of your Monitor group has answered one of your calls, the Line Appearances on your phone still indicates the state of the call.

  • A flashing key without a ring tone indicates that the call is on hold.
  • A lit key indicates that the Line Appearances is in use.

Please note:

  • If you are a member of a Monitor Group, you can put a call on hold and either the primary group member or other phones in the group can pick up the call.
  • Your call coverage still applies when you are in a monitor group.
  • A Monitor Phone key also acts a speed dial to the monitored extension.
  • Monitor Groups is only applicable to users who are using Mitel IP phones.
  • Ringing Monitor group calls are not presented to Monitor Secondary when their Do Not Disturb is activated; however, if a call to the Monitor Primary is ringing when the Monitor Secondary deactivates Do Not Disturb, the ringing call is presented to the Monitor Secondary.

Monitor Calls

Using the Monitor Call or Monitor Call Silent feature, you can monitor and pick up calls occurring on another user's phone. To use this feature

  • You must be a member of a Monitor group. A Monitor group defines the user that is being monitored (primary group member) and which users can monitor calls for the primary group member (secondary group members). Only the administrator can add a Monitor group or change the members of an existing Monitor group.
  • You must have the same number of phone keys programmed with Monitor Call or Monitor Call Silent as the number of simultaneous calls that you want to monitor on the primary group member's phone. The maximum number of simultaneous calls that you can monitor for one Monitor Primary equals the number of Line Appearances that the Monitor Primary has programmed on their phone.

For example, if you have one Monitor Call/Monitor Call Silent key programmed for a Monitor Primary, you will only be able to monitor one incoming or outgoing call at a time. If you have two Monitor Call/Monitor Call Silent keys programmed for a Monitor Primary, you will be able to monitor two incoming or outgoing calls at a time and so on. There is no direct correspondence between a Monitor Call/Monitor Call Silent key and a Line Appearance on the Monitor Primary's phone. The Line Appearance that the first call occurs on (not necessarily the first Line Appearance) will be monitored by the first Monitor Call/Monitor Call Silent key, the Line Appearance that the second call occurs on (not necessarily the second line appearance) will be monitored by the second Monitor Call/Monitor Call Silent key and so on. See Programmable Memory Key Features.
The Monitor Call/Monitor Call Silent key indicates the state of the Line Appearance on the primary group member's phone that is being monitored. The only difference between Monitor Call and Monitor Call Silent is that your phone will not ring to indicate an incoming call to the Primary member. For example:

  • A flashing Monitor Call key with a ring tone indicates an incoming call to the Line Appearance.
  • A flashing Monitor Call key without a ring tone indicates that the call is on hold.
  • A flashing Monitor Call Silent key without a ring tone indicates an incoming call to the Line Appearance or that the call is on hold.
  • A lit Monitor Call/Monitor Call Silent key indicates that the Line Appearance is in use.

To answer a call occurring on the primary group member's phone, follow these steps:

  1. When the Monitor Call/Monitor Call Silent key is flashing, lift the handset.
  2. Press the Monitor Call/Monitor Call Silent key.

or
Press the Monitor Call/Monitor Call Silent key to answer the call in speaker mode.

By putting a call on hold, either the primary group member or other Monitor phones can pick up the call.

Monitor Phone

Using the Monitor Phone feature, your phone can be monitored by other users. To enable the Monitor Phone feature, contact your administrator and provide a list of users that you would like to have monitor your phone. The administrator will create a Monitor group in your name with the people in your list as members of the group. There is no other action that needs to be taken on your part. When you are using your phone, members of your call group will be able to see that the phone is in use provided that they have programmed a memory key to view activity on your phone.
When you use your phone a member of your Monitor group will see the LED of the memory key that they have programmed to monitor your phone light up.

Although the Monitor Phone key can be programmed on a 5304 phone, the monitoring capability does not apply because the programmable memory keys do not have LEDs. However, the ability to use the Monitor Phone key as a speed dial key will work without the LED.

Directed Call Pickup

Directed Call Pickup (DCP) lets you pick up a ringing call on another extension by pressing a key or a star code [*94] and entering the ringing phone's extension. Monitor Groups control which users can pick up another user's calls. If multiple calls are ringing on a particular extension and you invoke DCP to pick up a call, you connect to the incoming call that has been ringing the longest.
When programmed on a key profile, the PMK is only visible to users who have answer permissions for at least one Monitor Group. Likewise, users can only program the key for themselves when they have answer permissions for at least one Monitor Group.
When a user has pickup permissions and where no call exists at the target extension, the system plays an error tone and displays "No Call" on the phone. When a user does not have pickup permissions and attempts to pick up a call for another user, the system plays an error tone and displays "Feature Unavailable" on the phone. Note that users may have pickup permissions, just not permissions for a particular extension.
SIP devices can monitor a Pickup Group by subscribing to a BLF for the group. Additionally, users can pick up calls that are ringing the Pickup Group by dialing the directed call pickup (DCP) feature code and the Pickup Group number. In both cases, users must be a member of that group.

Multi-desking

Multi-desking lets you associate your extension with more than one terminal at a time. It means that all the phones you are logged into (both MiNET and SIP) ring simultaneously. Terminals that are offline, or are within sites for which admission control is in effect do not ring. You can answer any of the terminals. The first one you answer connects you to the caller. Your call forwarding and call coverage configuration applies to all calls, regardless of how many phones ring.
You can make a call from any terminal you are logged into. Calling permissions, caller ID preferences, and billing obligations apply.
Note that multi-desking does not refer to the capability of logging more than one subscriber into a single terminal.
Multi-desking features include

Multiple Login

You can be logged into more than one terminal simultaneously. A terminal can be a SIP or MiNet phone.

Simultaneous Ringing

Calls ring all terminals that you are logged into. Terminals that are offline, or are within sites for which admission control is in effect, do not ring. Any of the terminals may answer; the first to do so is connected to the caller. Your call forwarding and call coverage configuration applies to all your calls, independent of how many phones ring.

Outgoing Calls

You can originate a call from any terminal that you are logged into. Your calling permissions, caller ID preferences, and billing obligations apply.

List of Devices on User Details Page

All device identifiers for subscribers and locations are listed on the User Details page. Tenant administrators can log out subscribers from any phone by checking Unassign next to the device ID. Each device ID has an Unassign checkbox.

List of Devices on My Phones Page

The My Phones page shows a List of Devices that you are logged into.

N-way Calling

N-way calling is an extension of 3-way calling and is more flexible, dynamic, and simpler to use than conference calls. It is, in effect, ad hoc conferencing. Users can dynamically add callers, and since there is no call owner, any user—including the originator—can drop out at any time. The maximum number of callers you can have on an n-way call is six (6).
Using n-way calling, you can set up a phone call among several parties.
To activate N-way calling, follow these steps:

  1. While on an active call, press CONFERENCE.This places the first call on hold, and selects an available Line Appearance.
    The LCD prompts you to enter who to "CONFERENCE with:"
  2. Enter the phone number of the n-party.
    The system dials the number and displays a "Calling" message along with the caller ID.
    When the n-party answers the call, the LCD updates with the caller ID.
  3. Press CONFERENCE again.

The n-way call is now activated. The LCD display on all parties' phone shows "n-Way Call", where n is the number of the parties in the conference.

  • Until CONFERENCE is pressed a second time, the first party will remain on hold and you can talk with the second party privately.
  • By putting an n-way call on hold, the other parties can continue talking.
  • You can use the     key instead of CONFERENCE. When using this key, you must press twice to activate an n-way call or you will initiate a transfer instead.
  • If you have programmed a memory key, you can use it to transfer/conference calls.
  • If you want the option to leave the conference and leave the two parties connected (when both parties are external), you must have the permission Redirect Inbound Call to External Number enabled.
  • Once the n-way call is established, you can use the transfer feature to transfer participants to another party.

Joining Two Calls

The N-way call feature allows you to conference together two calls on your phone's Line appearances. To activate a N-way call in these circumstances, follow these steps:

  1. While on an active call, press CONFERENCE.
  2. Select the Line Appearance of the person on hold that is to be connected.
  3. Press CONFERENCE again.

The N-Way call is now activated.
You cannot join two lines if both lines are on conference calls. In other words, the system does not allow joining two conferences together.

Phone Directory

Using the Directory, you can view the Internal Directory on your phone's LCD screen and make calls. Depending on how the administrator has configured the system, you will have one of two types of directory searches: Classic or Predictive.

Classic

You can access the directory with the phone on-hook or off-hook. To view the directory, follow these steps:

  1. Press MENU or the Superkey.
    The phone displays the menu options.
  2. Press DIRECTORY or Directory.
    The LCD displays the first name in the directory.
  3. Use one of the following options to locate the person that you would like to call:
    a. Press the number on the keypad for the appropriate first letter of the person's last name. For example, press "5" twice for "K".
    b. Scroll down or up to find the name you want.
  4. Once the correct name is displayed, press DIAL or Redial.

Predictive

Using the Predictive method, the subscriber list is narrowed as you type in the subscriber's last name via the dialpad. The search is restricted to surnames only. The phone display behaves similar to classic directory search, that is, the first match in the narrowed list is displayed, and up and down buttons can be used to scroll to display subsequent members of the narrowed list.
One difference is that is that the Classic method shows the first letter of the last name as a prefix, for example, "S:Smith, John", whereas with the Predictive method no prefix is shown.
When you enter a digit sequence and no corresponding name is found, the display splashes "No subscribers" for two seconds. You need to restart your search.
To view the directory, follow these steps:

  1. Press MENU or the Superkey.
    The LCD displays the menu options.
  2. Press DIRECTORY.
  3. Press the number on the keypad for the appropriate first letter of the person's last name. For example, press "5" twice for "K".
    The system narrows the results as you type in the subscriber's surname.
  4. Once the correct name is displayed, press DIAL or Redial.

Speaker

Using Speaker, you can turn the speakerphone on your phone on and off. To use Speaker, press the     key.


On the 5304, select a Line Appearance while the handset is on-hook. Note that since there is no handsfree microphone, this effectively mutes the call.

Transfer Calls

You can transfer a call from one phone to another. To transfer a call, follow these steps:

  1. While on an active call, press TRANSFER or Transfer/Conference.
    The system places the call on hold, and the LCD prompts you with the "Transfer To:" message.
  2. Do one of the following:
    • Enter the extension or phone number you want to transfer the call to
    • Press a One-Touch Speed Dial key
    • Press a Line Appearance key that has a call on hold

3. Press TRANSFER or Transfer/Conference once you hear ringing or after the additional party has answered.

The LCD shows the message "Transfer Complete" for approximately five seconds before returning to an idle state.

If you enter an invalid extension during a transfer, the LCD shows "Invalid Extension". To reconnect with the original caller, follow these steps:

  1. Press END or Cancel.
  2. Press the flashing Line Appearance.
  3. Try to transfer the call again.

If you choose not to complete the transfer, press QUIT or Cancel, then press the flashing Line Appearance to retrieve the original call.

Transfer Calls to Voicemail

Mitel Phones

To transfer a call to voicemail using a MiNet phone, follow these steps:

  1. While on an active call, press TRANSFER.
    The system places the call on hold, and the LCD prompts you with the "Transfer To:" message.
  2. Press one of the following keys:
    • VOICE MAIL
    • *99
    • Voicemail hard key
    • PMK

      3. Enter one of the following targets:

    • The user's extension
    • MY VM
    • DIRECTORY—Scroll through the directory to find the user you want to transfer the VM to and press DIAL.
    • Programmable Memory Key (PMK)

The system completes the transfer.

SIP Phones

To transfer a call to voicemail using a SIP phone, follow these steps:

  1. While on an active call, press Transfer.
  2. Choose blind or supervised when applicable.
    The system places the call on hold.
  3. Enter *99 and the user's extension, including your own.
  4. Press TRANSFER for supervised transfers. You do not have to press TRANSFER for blind transfers.

The system completes the transfer.

You cannot directly call and deposit voicemails to your own mailbox.

Call Subscriber's Voicemail

To call another subscriber's voicemail to deposit a message, follow these steps:

  1. Select a line.
  2. Enter *99<extension>.

The system deposits the message to the chosen subscriber's voicemail.

You cannot deposit voicemails to your own mailbox.

Twinned Calls

If you have configured your phone to be twinned to another external phone (the twinning target), then incoming calls will simultaneously ring the other phone as well. See Twinning for details on how to configure the twinning option for your phone.
If you answer the call on your desk phone, the twinning target phone will stop ringing.
If you answer the call on your twinning target phone, the Line Appearance key on your desk phone will remain lit. To pull back the call to your desk phone, simply press the corresponding Line Appearance key. The call will be disconnected from the twinning target phone and you will be connected on your desk phone.
Note that if neither your desk phone nor the twinning target phone answer an incoming call, your call coverage setting will determine what happens to the call (see Call Coverage (Busy/No Answer)). If the other phone has a voice message service associated with it, then your twinning target phone's voice message service may answer the call first. If you want to avoid this situation, then you should ensure that your call coverage is configured to answer calls before the twinning target phone's voice message service.
To toggle twinning on or off, you can use the web interface (see Twinning) or you can configure a memory key as Twinning On/Off (see Programmable Memory Key Features.
Once you have Twinning On/Off configured, press the key once to turn the feature on. Press the key a second time to turn the feature off. The LED on the programmed key indicates when your twinning is active.

Voicemail

The voicemail system provides voice messaging capabilities and various features that you can control through the web interface.
If this capability is enabled and you have a voicemail box, you are presented with an extra web page, My Voicemail, on the web interface. When you log into the web interface and select this page, you are then presented with the various features that you can manage, including greetings. The Message Waiting Lamp on the phone lights up if messages are waiting.
You can access your voicemail system from your phone as well.
If your administrator has created an Auto Attendant with a voicemail retrieval option and associated it to an external number, you can access your mail box from any phone by dialing the external number and then selecting the voicemail retrieval option. You are prompted for your extension, then connected to your voicemail box.