Other Features

Account Codes

You can enter account codes against incoming and outgoing calls to associate those calls with a particular client or account. Once entered, account codes are logged in the call records kept by your Service Provider and can be provided to you on request. Your administrator can enable and disable the Account Code feature for your business and specify the minimum and maximum valid account code length.

To use the Account Code feature, you must have a memory key programmed with the Account Code feature or be using a phone key profile that has been programmed with the Account Code feature.

Account Codes are accepted on EST phones only during an active call.

Account Code Entry

Account codes can be entered against incoming and outgoing calls to associate those calls with a particular client or account. Account code entry is accepted before a call is placed or during a call.

To enter an account code before you place a call, follow these steps:

1. Select Account Code.
2. Enter the account number using the phone keypad.
3. Press CALL (# on 5212/5312 and 5304) to start your call. The next available line appearance is selected, dialtone is heard and your phone display updates.
4. Proceed with making your call.

To enter an account code during a call, follow these steps:

1. Select Account Code.
2. Enter the account number using the phone keypad. You hear a tone as you press the phone keys, but the person on the other end does not. The LCD shows the account code entered.
3. Press ENTER (# on 5212/5312 and 5304) when you have finished entering the account code.
4. To cancel the account code entry, press QUIT.

Note

• You can re-enter an account code for a call multiple times. The last account code entered is the account code that will be assigned to the call.
• If you enter an account code with an invalid length, the LCD briefly shows "Invalid Account Code". Contact your System Administrator to determine the valid account code length for your business.
• You cannot assign an account code to a call once it has been completed.

Account Code Speed Entry

Account code entry is accepted before a call is placed or during a call. To use this feature, it must be enabled for your business and you must have a memory key programmed with Account Code and a pre-programmed account code.

To enter a pre-programmed account code during a call, select the a previously setup 'Account Code' key.

To cancel account code entry before the call is placed, replace the handset (or, if using the speakerphone, press Speaker). Account code speed entry during a call cannot be cancelled.

Note

• If the pre-programmed account code has an invalid length, the phone LCD briefly displays "Invalid Account Code". Contact your System Administrator to determine the valid account code length for your business.
• You cannot assign an account code to a call once it has been completed.
• You can re-enter an account code for a call multiple times. The last account code entered is the account code that will be assigned to the call.

Call Park via Consultative Transfer

Using Call Park via Consultative Transfer, you can park a call using a Basic SIP Terminal (BST) phone, or an analog phone connected to an Analog Telephone Adaptor (ATA). The call can then be retrieved from another phone at your business.

There are two methods for Call Park via Consultative Transfer: Generic and Directed.

Generic

Using Generic Call Park via Consultative Transfer, you can park a call using just a star code.

To park a call, follow these steps:

1. While on an active call, press Transfer or flash the hookswitch (see Note).
2. Dial the Generic Call Park via Consultative Transfer code:

• *95X where X is one of:
• 0 or 00, instructing the system to pick a park location for you

1. Wait for the call park location announcement.
2. Press Transfer or hang up (see Note).

The call is parked.

Another user is then able to pick up the parked call, by using the *96X code or by using an assigned memory key.

For Call Park initiation, you must leverage the consultative transfer feature of your phone – usually this means press Transfer or flash the hookswitch. Similarly, to complete Call Park, you must also leverage the consultative transfer feature of your phone – usually this means press Transfer or hang up. However, some phones will vary. Consult the documentation provided with your phone.

Directed

Using Directed Call Park via Consultative Transfer, you can park a call at a specified park location.

To park a call at a specified location, follow these steps:

1. While on an active call, press Transfer or flash the hookswitch (see Note).
2. Dial the Call Park via Consultative Transfer code, followed by a park location:
   1. *95X where X is one of:
   2. 1-9, indicating park locations 1 through 9
   3. 10-99, indicating park locations 10 through 99

(for systems with extended park locations only)

1. Wait for the call park location announcement.
2. Press Transfer or hang up (see Note).

The call is parked.

Another user is then able to pick up the parked call, by using the *96 code or by using an assigned memory key.

For Call Park initiation, you must leverage the consultative transfer feature of your phone – usually this means press Transfer or flash the hookswitch. Similarly, to complete Call Park, you must also leverage the consultative transfer feature of your phone – usually this means press Transfer or hang up. However, some phones will vary. Consult the documentation provided with your phone.

Call Pickup

Using the call pickup feature, you can answer incoming calls for other members of your call pickup group.

To use this feature, you must be a member of a call pickup group and have a memory key programmed as Pickup. 

When a call comes into any member of your call pickup group, their phone will ring and your Pickup key will flash.

To answer the call, lift the handset and press Pickup or just press Pickup to answer the call in speaker mode.

You can also join and leave your pickup group with a 'Join/Leave' group key or via the web interface. When you leave the group, this disables other group members from picking up your calls; however, you can still pickup other members' calls.

You cannot pick up calls to a member of your call pickup group if the call does not result in the member phone ringing. For example, if the called member is either logged out or has no available Line Appearances, then you cannot pick up the call.

Company Speed Dial

Using Company Speed Dial, you can call a number from External Contacts by pressing a single memory key on your phone. To use this feature, you must have a phone key programmed with Company Speed Dial. Certain Special Characters (VVX) cannot be used to program the feature on VVX phones.

To make a call using the company speed dial, choose one of the following:

• Press Company Speed Dial for the number you want to call.

The system selects the next available Line Appearance for you and activates the speakerphone.

• Activate the speakerphone and press Company Speed Dial.
• Select an available Line Appearance, which activates the speakerphone; press Company Speed Dial.
• Lift the handset and press Company Speed Dial for the number you want to call.

Forwarding Phones

Using the following features, you can forward your phone to pretty much anywhere.

Forwarding Phones to Auto Attendant

Using Forward to Auto Attendant, you can send all incoming calls to a selected Auto Attendant. Press the Forward to AA 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 the phone is being forwarded.

To use this feature, you must have a key programmed with Forward to Auto Attendant.

If you have this feature turned on when you log out of your phone all your calls are forwarded to the Auto Attendant.

Forwarding Phones to Co-workers

Using Forward to Co-worker, you can send all incoming calls to a selected co-worker. Press Forward to Co-worker 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 the phone is being forwarded.

To use this feature, you must have a key programmed with Forward to Co-worker.

If you have this feature turned on when you log out of your phone all your calls are forwarded to your co-worker.

Forward Phones to Coverage

Using Forward to Coverage, you can send all incoming calls to the option you selected from My Call Coverage. Press Forward to Coverage 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 the phone is being forwarded.

To use this feature, you must have a key programmed with Forward to Coverage.

If you have this feature turned on when you log out of your phone all your calls will be forwarded to coverage.

Forward Phones to a Number

Using Forward to Number, you can send all incoming calls to a preset phone number. Press Forward to Number 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 the phone is being forwarded.

To use this feature, you must have a key programmed with Forward to Number.

• If you forward your phone to an external phone number, you must have permission to make that external call and Redirect Inbound Call to External Number permission. See Permissions for instructions on how to view your call permissions.
• If you have this feature turned on when you log out of your phone, all your calls will be forwarded to the number defined.

Forward Phones to Prompts

Using Forward to Prompt, you can send all incoming calls to a phone number that you have entered via your phone. The LED on the programmed key indicates when the phone is being forwarded.

To forward to prompt, follow these steps:

1. Press Forward to Prompt on your phone.

The system asks you to enter a phone number.

1. Enter the phone number on the phone keypad.
2. Press ENTER or #.

To change the phone number for the forward to prompt, repeat the above three steps.

To turn Forward to Prompt off, follow these steps:

1. Press Forward to Prompt.
2. Press FWDOFF or #.

• To use this feature, you must have a key programmed with Forward to Prompt.
• The system stores internal extensions, therefore you do not need to press the ENTER softkey.
• If you forward your phone to an external phone number, you must have permission to make that external call and Redirect Inbound Call to External Number permission. See Permissions for instructions on how to view your call permissions.
• If you have this feature turned on when you log out of your phone all your calls will be forwarded to the prompt defined.

Handsfree Answerback

Using Handsfree Answerback, you can have intercom calls automatically answered so that you have a two-way speech connection. See Intercom to Co-worker.

Press Handsfree Answerback to turn the feature on. Press the key a second time to turn the feature off. The LED on the programmed key indicates when the Handsfree Answerback feature is turned on.

To be able to activate and deactivate this feature with a key, you must have a key programmed with Handsfree Answerback.

You can also enable the feature without a key by checking the box for Handsfree Answerback on your Personal Details page (see Change User Details).

Hold

Using Hold, you can put an active call on hold, and make other calls. The LED of the Line Appearance key flashes to indicate the call is on hold.

To place a call on hold, follow these steps:

1. While on an active call, press Hold or another Line Appearance.
2. The indicator light next to the active Line Appearance changes from green to red and/or flashes slowly.
3. To remove the call from hold, press (the original) Line Appearance.

Hold Notification

Hold Notification provides both audible and visible reminders that you have a call on hold on MiNET phones. Reminders—audible "beep beeps" through the handset or speakerphone and Call(s) on Hold splashed on the phone display—are sent when you have one or more calls on hold.

The interval between reminders is configurable through the System Properties page.

To configure the Hold Notification Interval, follow these steps:

1. Click System Properties in the left menu.
2. Scroll down to Hold Notification Interval and enter a value in seconds.

The default value is 30 seconds.

Intercom Calls

Using the intercom features, you can make a page to a selected co-worker that is broadcast through the speaker on your co-worker's phone. See Intercom to Co-worker and Intercom to Prompt.

Any intercom to the subscriber lands only on the intercom device selected in the My Phones page even if that device is offline. See List of Devices.

Intercom to Co-worker

Using Intercom to Co-worker, you can make a page to a selected co-worker that is broadcast through the speaker on your co-worker's phone. Pick up the handset or select a Line Appearance, then press Intercom to Co-worker to start the page to your co-worker. If you press Intercom to Co-worker with no active line, the next available Line Appearance is automatically be selected. Note that if your phone is active on a call or in a ringing state, you must select an available Line Appearance before pressing Intercom to Co-worker.

If your co-worker has the Handsfree Answerback feature configured and activated, then you will also be able to hear your co-worker speak. See Handsfree Answerback.

To use this feature, you must have a key programmed with Intercom to Co-worker. Certain Special Characters (VVX) cannot be used to program the feature on VVX phones.

You cannot use a Polycom VVX phone to transfer an intercom call. No Transfer key is available.

Intercom to Prompt

Using Intercom to Prompt, you can make a page to any co-worker whose number you enter on the phone.

If your phone is already active on a call or ringing, you need to press an available Line Appearance key or put the current call on hold before you can use the Intercom to Prompt feature.

To make a call with Intercom to Prompt, follow these steps:

1. Lift the handset (5304 only).
2. Press Intercom to Prompt or *51 on your phone.

The system prompts you to enter a phone number.

1. Enter the phone number of your co-worker on the phone keypad.

You will then be connected to your co-worker and you can speak through their speaker. If your co-worker has the Handsfree Answerback feature configured and activated, then you will also be able to hear your co-worker speak. (See Handsfree Answerback).

To use this feature, you must have a key programmed with Intercom to Prompt. Certain Special Characters (VVX) cannot be used to program the feature on VVX phones.

You cannot use a Polycom VVX phone to transfer an intercom call. No Transfer key is available.

Internal Phone Settings

To configure internal phone settings (such as display brightness and contrast), select the Superkey and follow the prompts.

Line Appearance

Line Appearance keys are required in order to receive incoming calls and to make outgoing calls. The LED on the programmed key indicates the status of the Line Appearance.

• Key is unlit: the Line Appearance is available for an incoming or outgoing call.
• Key is flashing green with a ring tone: an incoming call is available to be answered.
• Key is flashing red without a ring tone: a call is on hold.
• Key is solid: a call is active. If this is green, then a call is active. If this is red, then a twinned call is active on the twinned target phone.

When you have multiple Line Appearance keys, they are ordered from bottom to top, right to left. An incoming call appears on the first available Line Appearance.

Your phone will normally have two or three pre-programmed Line Appearance keys. To be able to handle more simultaneous calls, you must program additional keys with Line Appearance.

You can only program Line Appearance keys on page one of the three programmable pages.

Mute

Using Mute, you can silence any sound from the phone. This does not prevent incoming sound from being heard. Press  during a call to activate Mute. The LED on the key indicates when Mute is active.

Since the 5304 phone does not have a handsfree microphone, the phone is effectively muted (no sound is transmitted to the other party) whenever the handset is on-hook. This does not prevent incoming sound from being heard.

One Touch Speed Dial

Using One Touch Speed Dial, you can make a call to a pre-programmed number. To use this feature, a programmable key must be programmed as a One Touch Speed Dial. You can use Special Characters to automate your speed dials for conference bridge entries, star codes in digit strings, and pauses.

To use One Touch Speed Dial, choose one of the following:

• Lift the handset and press One Touch Speed Dial.
• Press an available Line Appearance to activate the speakerphone, and then press One Touch Speed Dial.
• Press One Touch Speed Dial, which will select an available Line Appearance and activate the speakerphone.

On the 5304, the call is effectively muted until you pick up the handset.

Special Characters

You can use the following special characters in speed dials to allow for conference bridge entries, star codes in digit strings, and pauses.

Examples

Comma

In the following sequence of digits and special characters configured as a one touch speed dial, OfficeConnect dials the number 2223334444, pauses for two seconds while waiting for the system to answer your call and ask for the extension you want to connect to. OfficeConnect then dials the extension 5555 to complete your request.

2223334444,5555

Asterisk

In the following sequence of digits and special characters configured as a one touch speed dial, OfficeConnect dials the star code *98. Assuming it's a VVX or Verge phone, OfficeConnect connects you to your voicemail.

*98  For Minet phones, you must specify your extension. For example, *98100

# Pound or Hash

(For VVX and Verge phones only)

In the following sequence of digits and special characters configured as a one touch speed dial, OfficeConnect dials the star code *98, pauses for two seconds while waiting for the system to answer your call and ask for your password, enters the password 1945, and commits.

*98,1945#

Page

Using the page feature, you can send a page to a maximum of 100 of the Mitel MiNet phones at your site. The page is broadcast through the speaker of each available phone. To use this feature, you must have a memory key programmed as a Page.

To page phones at your site, follow these steps:

1. Select the memory key programmed with the Page feature.

The LCD shows "Calling: Site Page" while the system identifies the available phones at your site.

When the system is ready for you to begin your page, you will hear an alert tone and the LCD displays the number of phones that are being paged.

1. Speak into the handset or the speakerphone.
2. To end the page, you have the following options:
   1. Replace the handset if using the handset (5304).
   2. Select Speaker
   3. Press END.

• A page is not broadcast on phones that are busy.
• If you select Page while there is already a page in progress, the system waits until the page in progress is completed before your page is started. Your LCD shows "Calling: Site Page", you hear ringing while you are waiting, and the LCD displays x of y phones are being paged.
• On the phones receiving a page, the LCD screen displays the name of the user who originated the page (Page from: <firstname, lastname>) and an END softkey. The user receiving the page can stop the page to their phone by pressing END (Not applicable to 5212/5312 or 5304 phones).

Page Groups (MiNET)

Group Paging offers an extra level of granularity to paging so that subscribers can page a specific group of users who are located in the same site, without targeting the broadcast (IP multicast) to everyone within the site.

Using the page groups feature, you can send a page to a pre-determined group of the Mitel MiNet phones at your site. The page is broadcast through the speaker of each available phone. To use this feature, you must have a memory key programmed as a Page.

To page phones at your site, follow these steps:

1. Select the memory key programmed with the Page Group feature.

The LCD shows "Calling: Group Page" while the system identifies the available phones of the group.

When the system is ready for you to begin your page, it plays a tone on both the paging and paged phones as the group page is being established. During the group page, the paging phone displays “Paging : x of y”, where x is an integer {1, 2, 3, …, y} and y is up to a maximum of 100. While the paged phones display "Page from: <Pager’s First name + Last name>".

1. Speak into the handset or the speakerphone.
2. To end the page, you have the following options:

• Replace the handset if using the handset (5304).
• Select Speaker
• Press END.

Note

• A page is not broadcast on phones that are busy.
• If you select Page while there is already a page in progress, the system waits until the page in progress is completed before your page is started. Your LCD shows "Calling: Site Page", you hear ringing while you are waiting.
• On the phones receiving a page, the LCD screen displays the name of the user who originated the page ("Page from: <firstname, lastname>") and an END softkey. Users receiving the page can stop the page to their phone by pressing END (Not applicable to 5212/5312 or 5304 phones).
• Group paging does not work on the Mitel 5220 IP phone and 5485 Paging Unit. Site paging, however, does work.

Park and Retrieve

There are two methods for Park and Retrieve: Any and Location.

Any

Using Park and Retrieve, you can put a call on hold at a park location so that it can be retrieved from another phone at your business. To use this feature, you must program a memory key as a 'Park/Retrieve' key.

To put a call on hold at a park location, follow these steps:

1. While on an active call, select a memory key programmed with the 'Park/Retrieve' feature.

The system places the call on hold at a system-selected park location.

The park location is displayed on your LCD

You are no longer connected with the caller and your phone returns to the idle state.

To retrieve a parked call, follow these steps:

1. From an idle phone, either lift the handset or press the line key
2. Select a memory key programmed with the 'Park/Retrieve' feature.
3. Enter the required park location using the phone keypad.

The system connects you with the caller who was on hold at the park location. The Information Area Display shows the caller’s name (if known) or number.

Note

• To cancel the retrieval of the parked call, press QUIT or Cancel (5212/5312) or replace the handset (5304).
• If you enter a park location where there is no caller on hold, the LCD briefly shows "No Parked Call".
• There are nine park locations available (1 through 9). If all park locations are in use when you try to park a call, the LCD briefly shows "Park Locations Full" and the call will be placed on hold.
• If the call is left parked for the Park Reminder Interval (the default is 60 seconds), the phone of the person who parked the call will beep and the LCD briefly shows "Call parked at: " with the park location number to remind you that a call that you parked has not been retrieved.

Location

Using Park on X key, you can put a call on hold at a specific park location (if that location is not busy) so that it can be retrieved from another phone at your business. When a call is parked at that location the key illuminates on all phones having a Park on X key for that location.

To put a call on hold at a specific park location, follow these steps:

1. While on an active call, select a memory key programmed with the "Park on x" key .

The system places the call on hold at that park location.

The park location is displayed on your LCD

You are no longer connected with the caller and your phone returns to the idle state.

To retrieve a parked call, follow these steps:

From an idle phone, lift the handset press the line key

OR

Press the Park on X key where X is the location of your parked call.

Note

• If you press the Park Location key while the LED is not lit, the LCD briefly shows "No Parked Call".
• There are nine park locations available (1 through 9).
• If the call is left parked for the Park Reminder Interval (the default is 60 seconds), the phone of the person who parked the call will beep and the LCD briefly shows "Call parked at: " with the park location number to remind you that a call that you parked has not been retrieved.

Primary Phone

The Primary Phone key lets you designate which multi-desked phone is used for intercom and click-to-call (C2C) requests.

You activate the key by pressing it. However, you can only activate it through the My Phones page on Service Control by setting both Click to Call Originator and Intercom Recipient to the same phone. You must select both of these settings to the same phone or the phone is not the primary phone. Selecting separate phones as the Click to Call Originator and Intercom Recipient deactivates the key. When the key is active, the LED is solid green. Pressing the unlit (inactive) key on a phone deactivates it on the previously lit (active) phone. Selecting the same phone as the intercom recipient and C2C originator activates the key.

When you set the phone as the primary phone, the Service Control automatically updates.

Redial

Using Redial, you can view a list of calls that were made and also redial a number in that list without using the keypad. The maximum amount of numbers in your redial list is typically ten but is dependent on your Service Provider.

• Since softkeys are not available on 5212/5312 and 5304 phones, you must first have one of your programmable memory keys 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 use Redial, follow these steps:

1. Press REDIAL.

The system displays the most recently dialed number.

1. Use Scroll to navigate the list (if required).
2. Press TIME to display the time and date of the call, as well as the call duration.
3. Press NUMBER to display the number and name of the caller. If the name is not known, this option is not available.
4. Once the required number is displayed, press DIAL or Redial to make the call.

The next available Line Appearance is selected and you will hear ringing once the number has been dialed.

• The asterisk [*] beside the position number means that the call was not answered.
• The position of the call in the call list is displayed in front of the phone number.
• Press QUIT or Cancel to exit from the call list.

Volume Control

The ring, handset, and speaker volumes return to their default settings if the phone loses power.

Change Ring Volume

To change the ring volume on your phone, follow these steps:

1. From another phone, make a call to your extension.
2. While your phone is ringing, repeatedly press the Scroll/Arrow keys until the ring volume is at the level you want.

Change Handset Volume

To change the volume of the sound you hear through the handset, follow these steps:

1. Lift the handset.
2. Repeatedly press the Scroll/Arrow keys until the volume is at the level you want.
3. Replace the handset.

Change Speaker Volume on 5300 Phones

To change the volume of the sound you hear through the speaker, follow these steps:

1. Press the Speaker or idle Line Appearance key.

You will hear dial tone.

1. Repeatedly press the Scroll/Arrow keys until the volume is at the level you want.

Call Continuity

Call Continuity allows you to switch your mobile device seamlessly between cellular and WiFi networks. You may have to configure your SIP device for this feature to work.

When configuring a SIP device, ensure that your UserID is configured as EXTENSION.DEVICE or that you enable UUID.

See your device documentation.