Mitel 5312 & 5324 IP Phone User Guide

User Manual: 5324 IP

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Page Count: 74

5312/5324
MITEL
IP Phone User Guide
Mitel® 5312/5324 IP Phone User Guide – Issue 1, September 2009
5312/5324 IP 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
system.
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
(Special) to activate the feature before you enter the
feature code.
If you make a mistake when entering numbers or
characters, you can press (Hold) to move the
cursor to the left and delete the characters entered, or
you can press * to cancel the feature.
Commonly Used Feature Codes
Contact your system administrator for more information
about system features.
Button Action
(Up)
(Down)
Provides volume control.
Scrolls through feature options.
(Speaker) Activates Handsfree Mode.
Activates features.
(Mute) Mutes the microphone during a
call.
(Directory) Activates the contact and feature
DIrectory.
(Special)
Activates features while on a call.
The (Special) button does not
cancel features. To cancel
features, press the Star button (*).
(Redial) Calls the last external number
dialed. You cannot redial internal
numbers.
(Hold) Places the current call on hold.
Left/Backspace when entering
dialpad characters.
(Transfer) Transfers the current call.
Right/Forward when entering
dialpad characters.
(Message) Connects to voice mailbox and
notifies when you have
messages.
Toggles between Alpha Mode and
Numeric Mode when entering
dialpad characters.
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 Speed Dial 382
Station Speed Dial – Programming 383
Switch Keymap 399
System Forward – On/Off 354
System Speed Dial 381
View Button Assignments 396
Mitel® 5312/5324 IP Phone User Guide – Issue 1, September 2009
Answering Calls
Lift the handset, or press (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 (Hold) 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, an unlit Call 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). The system automatically selects
a line and dials the number.
Transferring Calls to Other Extensions
1. While on the call, press (Transfer), and
then enter the extension number.
2. Do one of the following:
• 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.
• Hang up to transfer the call and 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 Conf 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 Conf button to
place the call on hold. If necessary, repeat this
step to add the remaining conference party.
4. Press the Conf button again to start the
conference. CNF IN PROGRESS appears.
Viewing and Responding to Messages
1. With the handset on-hook, press (Message).
Messages are displayed as first in/first out. If
there is more than one message, you can
repeatedly press (Message) to scroll through
the messages.
2. When the desired message is displayed, press #,
or lift the handset for privacy, and then press # to
respond. (If your handset is off-hook and you
press (Message), you automatically place a
call to the party or message center who left the
message.)
Using Do-Not-Disturb
1. Press the DND button, and then do one of the
following:
• Press (Up) or (Down) to scroll
through the messages.
• Enter the two-digit number for the DND
message.
2. After selecting the message, enter the additional
text for the DND description, if applicable.
3. Press (Speaker), or lift and replace the
handset.
Placing a Page Announcement
1. Press 7.
2. Enter the page-zone number (0 to 9).
3. After the tone, make your announcement, and
then hang up.
Mitel® 5312/5324 User Guide – Issue 1, September 2009 Page i
Notice
This guide is released by Mitel Networks Corporation and provides information necessary to use the 5312 and 5324
IP 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:
If you do not know the contact information for your local provider, use the “Strategic Partners & Resellers – Mitel
Partner Locator” link at the top of the Mitel home page (www.mitel.com) to find a location near you.
If you have any questions or comments regarding this user guide or other technical documentation, contact the
Technical Publications Department (USA) at:
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.
© 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.
Enter provider information above.
Page ii Mitel® 5312/5324 User Guide – Issue 1, September 2009
Important Safety Instructions and Precautions
Remember the following safety guidelines when using the phone.
Programming Emergency Numbers
Make sure to do the following when programming emergency numbers and/or making test calls to emergency
numbers:
• Remain on the line and briefly explain to the dispatcher the reason for the call.
• Perform tests during off-peak hours such as early morning or late evenings.
Safety Notices
The following notices may appear on the product or in the technical documentation.
Maintenance and Repair
There are no user serviceable parts inside the phones. For repairs, return the phone to an authorized Mitel provider.
Notice Description
Caution indicates a potentially hazardous situation which, if not avoided, may result in minor
or moderate injury and/or damage to the equipment or property.
Warning indicates a potentially hazardous situation which, if not avoided, could result in
death or serious injury.
Danger indicates an imminently hazardous situation which, if not avoided, will result in death
or serious injury.
The exclamation point within an equilateral triangle indicates that important operating and
maintenance (servicing) instructions are included in the literature accompanying the
product.
NOTE Changes or modifications not expressly approved by Mitel may void the user’s right to operate the
equipment.
Mitel® 5312/5324 User Guide – Issue 1, September 2009 Page iii
Power Requirements
The phone requires any one of the following power supplies:
• Mitel 48-volt DC Ethernet power adaptor 100-240 volt AC 50-60Hz (ES) -part number 50005301
• An industry-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 Updates
The phone 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.
Product Disposal Instructions
This symbol indicates that the product is classified as electrical or electronic equipment and should not be disposed of with
other commercial or household waste at the end of its working life. For appropriate disposal and recycling instructions,
contact your local Mitel provider.
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.
CAUTION
Phone Damage Hazard. To avoid damaging the phone, make sure the phone is connected to the proper power
supply before powering on. Contact your system administrator for more information.
CAUTION
Phone Damage Hazard. Do not use your phone or disconnect it from the power supply while it is updating software.
Page iv Mitel® 5312/5324 User Guide – Issue 1, September 2009
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.
WARNING
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:
• Do not use 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.
• Avoid using a phone (other than a cordless type) during an electrical storm. There may be a remote
risk of electric shock from lightning.
• Do not use the phone to report a gas leak in the vicinity of a leak.
• 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.
• The socket outlet, if used, shall be located near the equipment and shall be easily located by the user.
• Use only Mitel approved power adaptors.
• 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.
Mitel® 5312/5324 User Guide – Issue 1, September 2009 Page v
Notice to Canadian Customers
The Class B digital 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 COUNCIL is given.
Mitel Phones: 5312 and 5324
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.
Contents
Mitel® 5232/5324 IP Phone User Guide – Issue 2, September 2009 Page vii
Contents
Getting Started 1
Welcome . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1
About Your Phone . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1
5312 IP Phone Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2
5324 IP Phone Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3
Phone Feature Descriptions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4
Handset . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4
Display . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4
Display Buttons . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4
Ring/Message Indicator . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4
Speaker . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4
Feature Buttons . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5
Dialpad Buttons . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5
Programmable Buttons. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6
Phone Signals . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6
Comfort and Safety Tips . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7
Headset Instructions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7
Personalizing Your Phone 9
Adjusting the Viewing Angle . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
Installing Designation Cards . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10
Changing Volume Levels . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11
Changing the Ring Tone . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11
Adjusting the Display Contrast . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11
Changing the Language . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12
Listening to Background Music . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12
Using Programmable Buttons . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13
Additional Programmable Buttons . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13
Default Access Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14
Outside Line Access Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14
Extension Numbers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14
Default Feature Codes. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15
Viewing Button Assignments . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17
Resetting Programmable Buttons . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17
Resetting the Phone to the Default Settings. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18
Switching Keymaps. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18
Contents
Page viii Mitel® 5232/5324 IP Phone User Guide – Issue 2, September 2009
Answering and Placing Calls 19
Answering Calls. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19
Answering Waiting Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19
Using Automatic Call Access . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19
Redirecting Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20
Using Automatic Trunk Answer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20
Placing Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20
Placing Emergency Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20
Placing Internal Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21
Requesting a Callback (Queuing the Phone). . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21
Using Camp-on . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21
Placing External Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22
Redialing a Number . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22
Using Speed Dial . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22
Using System Speed Dial . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22
Using Station Speed Dial . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23
Storing Station Speed-Dial Numbers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23
Using the Dialpad Buttons to Enter Characters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23
Dialing Station Speed-Dial Numbers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24
Deleting Speed-Dial Entries . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25
Assigning Speed-Dial Entries to Programmable Buttons. . . . . . . . . . . . . . . . . . . . . . . . . . 25
Using the Directory . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26
Using Account Codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27
Call Features 29
Using Handsfree Mode . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29
Using Ring Intercom Always . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29
Using Mute . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29
Placing Calls On Hold . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30
Entering a Hookflash. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30
Transferring Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30
Transferring Calls to Other Extensions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30
Transferring Calls to External Numbers. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31
Using Reverse Transfer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31
Viewing Your System Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31
Viewing Caller ID Information. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31
Forwarding Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31
Manual Call Forwarding . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32
System Forwarding . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32
Contents
Mitel® 5232/5324 IP Phone User Guide – Issue 2, September 2009 Page ix
Using Personal Call Routing. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33
Placing Conference Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35
Adding a Conference Party . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35
Transferring a Conference . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35
Dropping Out of a Conference . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35
Ending a Conference and Placing all Parties on Hold . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36
Using Record-A-Call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36
Using Group Listen . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36
Using Call Logging . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37
Using Secondary Extension Buttons. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38
Remote Programming . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38
Entering a Remote Programming Password . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38
Using Remote Programming to Change the Password . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39
Using Remote Programming to Change DND Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39
Using Remote Programming to Forward Calls. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40
Using Remote Programming for Personal Call Routing. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40
Messages 41
Leaving Messages at Other Extensions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41
Viewing and Responding to Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42
Canceling Messages Left at Other Extensions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42
Deleting Waiting Inter-Station Messages. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42
Using Do-Not-Disturb (DND). . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43
Using Reminder Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44
Paging Other System Users . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45
Placing a Page Announcement . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45
Enabling or Disabling the Paging Feature . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45
Hunt Groups 47
Logging in to ACD Hunt Groups. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47
Logging out of ACD Hunt Groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48
Stopping the ACD Hunt Group Wrap-up Timer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48
Other Hunt Group Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49
Requesting Agent Help . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49
Diverting Hunt Group Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49
Contents
Page x Mitel® 5232/5324 IP Phone User Guide – Issue 2, September 2009
Hunt Group Supervisor Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50
Accepting or Rejecting Agent Help Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50
Monitoring Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50
Using Barge-in . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50
Stealing Hunt Group Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50
Troubleshooting 51
Contact Information. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51
Error Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51
Troubleshooting Tips . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52
Index 55
Mitel® 5312/5324 IP Phone User Guide– Issue 1, September 2009 Page 1
Getting Started
Getting Started
Welcome
The instructions in this guide are for using the Mitel 5312/5324 Internet Protocol (IP) Phone on
the Mitel 5000 Communications Platform (CP). The Quick Reference Guide located at the
beginning of this 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 5000 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.
About Your Phone
The 5312 and 5324 IP Phones are full-feature, dual port phones that provide voice
communication over an IP network. Both phones have a back-lit liquid crystal display (LCD),
display-assisted feature access, on-hook dialing, and a Ring/Message Indicator.
For one-touch feature access, the 5312 IP Phone has 12 programmable buttons and the 5324
IP Phone has 24 programmable buttons. Both phones have 10 fixed feature buttons to access
commonly used features such as Transfer, Redial, Mute, and so on.
NOTE Because many phone features can be programmed to perform various tasks,
some features may work differently than the descriptions in this guide. Contact
your system administrator for more information.
Getting Started
Page 2 Mitel® 5312/5324 IP Phone User Guide– Issue 1, September 2009
5312 IP Phone Features
The 5312 IP Phone is shown here. See “Phone Feature Descriptions” on page 4 for more
information about the phone features.
1 – Handset 5 – Dialpad buttons
2 – Display 6 – Programmable buttons
3 – Ring/Message Indicator 7 – External speaker
4 – Feature buttons
123
4
5
7
6
Mitel® 5312/5324 IP Phone User Guide– Issue 1, September 2009 Page 3
Getting Started
5324 IP Phone Features
The 5324 IP Phone is shown here. See “Phone Feature Descriptions” on page 4 for more
information about the phone features.
1 – Handset 5 – Feature buttons
2 – Display 6 – Dialpad buttons
3 – Display buttons 7 – Programmable buttons
4 – Ring/Message Indicator 8 – External speaker
1 2
5
6
8
7
34
Getting Started
Page 4 Mitel® 5312/5324 IP Phone User Guide– Issue 1, September 2009
Phone Feature Descriptions
The following sections describe default configurations. Your phone may be programmed
differently. Contact your system administrator for more information. See “5312 IP Phone
Features” on page 2 and “5324 IP Phone Features” on page 3 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. See “Headset
Instructions” on page 7 and “Using Handsfree Mode” on page 29 for more information.
Display
The display provides a two-line, 20-character viewing area for using features and identifying
callers. When idle, the display shows user information and the time and date.
Display Buttons
The 5324 IP Phone (only) has three Display buttons under the Display. In some features, the
left and right Display buttons provide back (<<) and forward (>>) navigation. The center Display
button always displays user and system information. See “Viewing Your System Information” on
page 31 for more information.
Ring/Message Indicator
The Ring/Message Indicator flashes or stays lit to indicate call, message, and feature activity.
For more information about messaging features, see “Messages” on page 41. Ring/Message
Indicator signals are described in the following table.
Speaker
The speaker provides audio for handsfree calls and background music. See “Using Handsfree
Mode” on page 29 for information about handsfree calls. See “Listening to Background Music”
on page 12 for more information about background music.
Indicator Signals 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.
NOTE The 5312 IP Phone uses half-duplex audio when using the speakerphone (both
parties cannot talk at the same time).
Mitel® 5312/5324 IP Phone User Guide– Issue 1, September 2009 Page 5
Getting Started
Feature Buttons
Feature buttons provide quick access to commonly used features. See the following table for
descriptions.
Dialpad Buttons
Use the dialpad buttons to dial phone numbers, enter feature codes, and to enter characters
when using features that require text input.
Button Action
(Up) (Down) Provides volume control for the ringer, handset, and
speaker.
Scrolls through feature options.
(Speaker) Activates Handsfree Mode (speakerphone). See
“Using Handsfree Mode” on page 29.
Activates features.
(Mute) Temporarily turns off your microphone during a call.
(Directory) Activates the contact and feature Directory. See
“Using the Directory” on page 26.
(Special) Activates features while on a call. The (Special)
button does not cancel features. To cancel features,
press the Star button (*).
Redial Calls the last external number dialed. You cannot
redial internal numbers.
(Hold) Places the current call on hold.
Left/backspace when entering dialpad characters.
See “Using the Dialpad Buttons to Enter Characters”
on page 23.
(Transfer) Transfers the current call.
Right/forward when entering dialpad characters. See
“Using the Dialpad Buttons to Enter Characters” on
page 23.
(Message) Connects to your voice mailbox and flashes to notify
you of waiting messages.
Toggles between Alpha Mode and Numeric Mode
when entering dialpad characters.
Getting Started
Page 6 Mitel® 5312/5324 IP Phone User Guide– Issue 1, September 2009
Programmable Buttons
The 5312 IP Phone has 12 programmable buttons.The 5324 IP Phone has 24 programmable
buttons. The top seven buttons on both models are programmed by the system administrator
and cannot be reprogrammed. However, you can program the remaining buttons for quick
access to features or speed-dial entries. See “Using Programmable Buttons” on page 13 for
instructions.
Phone Signals
The 5312/5324 IP Phone has several audio and visual signals to indicate feature activity. The
following are a few helpful tips:
• Lit or blinking buttons indicate call or feature activity.
• All phone button lamps illuminate at the same time for a few seconds when the phone is
reset or powered on.
• The following actions may cause an error tone:
oPressing an invalid button combination.
oSelecting a restricted feature.
oDialing a restricted or invalid number.
oDialing too slowly between digits.
oWaiting too long before performing the next step.
To correct an error tone, hang up and try again.
• Many features “time-out” if you wait too long before performing the next step. If this
happens, you must start over.
• “Off-hook” means the handset is lifted. “On-hook” means the handset is in the cradle.
• If your phone does not have a lamp under the speaker button, the large message indicator
lamp on the top right of the phone indicates that the speakerphone is in use.
Button Action
DND Turns Do-Not-Disturb (DND) mode on or off.
Outgoing Selects an outgoing line for external calls.
Call 1 Selects an outside line or answers a call.
Call 2 Selects an outside line or answers a call.
IC Answers an intercom (internal) call.
Comfy Places a conference call.
Fwd Forwards the call to the specified number.
Mitel® 5312/5324 IP Phone User Guide– Issue 1, September 2009 Page 7
Getting Started
Comfort and Safety Tips
Observe the following comfort and safety tips when using the phone:
• 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.
• Adjust the viewing angle: The built-in stand tilts to give you a better view of the buttons.
See “Adjusting the Viewing Angle” on page 9.
• 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 11.
Headset Instructions
When using a headset, press (Speaker) to connect to or disconnect from calls. The
Headset icon appears when the headset is in use. You cannot use the handset or
speakerphone when the phone is in Headset Mode. Disconnecting the headset automatically
enables the handset.
To connect and activate the headset:
1. Insert the headset jack into the Headset port located on the back of the phone.
2. Dial 317 (Headset on/off). HEADSET MODE ON appears.
To turn off Headset Mode and activate the handset and speakerphone:
Dial 317 (Headset on/off). HEADSET MODE OFF appears.
NOTES
The headset must be hearing aid compatible (HAC).
If 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.
NOTE Because Headset Mode disables the handset and speakerphone, you
must turn off Headset Mode before you can use the handset or
speakerphone.
Mitel® 5312/5324 IP Phone User Guide – Issue 1, September 2009 Page 9
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. Turn the phone so it faces away from you.
2. Hold the base firmly, and then press the tabs on the sides of the stand to release and
detach the base unit.
3. Hinge the hooks on the base unit into the notches on the back of the phone, and then
snap into place as follows:
• For a high-angle mount, hinge the two lower hooks into the bottom set of notches,
and then snap the two upper hooks into the middle set of notches.
• For a low-angle mount, hinge the two lower hooks into the middle set of notches,
and then snap the two upper hooks into the top set of notches.
Press tabs on both sides
to release and detach unit.
Personalizing Your Phone
Page 10 Mitel® 5312/5324 IP Phone User Guide– Issue 1, September 2009
Installing Designation Cards
If you program buttons on your 5324 IP Phone (see page 13), you can install a new paper
designation card with the revised button labels. (Paper designation cards are provided by your
system administrator.) You can usually slide the paper designation card out and replace it
without removing the lens (if necessary, see the following instructions to remove the lens for
either model).
If you have a 5324 IP Phone, you can remove the lens and install a fixed Mylar® designation
card, which has labels for the three menu buttons under the display. Contact your system
administrator for the Mylar designation card.
To remove the lens and install the fixed Mylar designation card (5324 IP Phone):
1. Remove the screw that holds the option module on the back of the phone. Keep the
screw in a safe place—you must use it in step 6.
2. Lift the lower edge of the option module until you feel the inner tabs release, and then
gently lift the upper edge of the module. (To avoid damaging the module or the lens,
always lift the lower edge of the module first.)
3. Remove the lens by lifting the upper edge, and then sliding the lower edge down.
4. Place the fixed Mylar designation card on the face of the phone.
5. Slide the lens tabs into the underside of the phone.
6. Snap the lens tightly into place by applying pressure to both the middle and top of the
lens. Secure the option module using the screw from step 1..
Lens Fixed Mylar
designation card
module
Option
Mitel® 5312/5324 IP Phone User Guide – Issue 1, September 2009 Page 11
Personalizing Your Phone
Changing Volume Levels
You can change the following volume levels:
• Ringer (alerting tone)
• Handset
• Headset
• Background music
• 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:
While using the feature, press (Up) to increase the volume or press (Down) to
decrease the volume. The volume level is automatically saved.
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. Do one of the following to listen to (or turn off) ring tones:
• Press 0 to turn the ringer off.
• Press (Up) or (Down) or 1 to 9 to listen to ring tones.
• Press (Speaker), #, or lift and replace the handset to select the ring tone.
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 to adjust the contrast:
• Press (Up) or (Down) to adjust the contrast.
• Press a number on the dialpad (1 = lightest, 10 = darkest) that corresponds to your
desired contrast level.
3. To save the setting, press # or (Speaker).
NOTE Turning the external speaker volume down to the lowest levels may prevent you
from hearing the feature “warning tones” that notify you when errors occur (for
example, when you enter an incorrect feature code).
Personalizing Your Phone
Page 12 Mitel® 5312/5324 IP Phone User Guide– Issue 1, September 2009
Changing the Language
Your system administrator can select two of the following languages as the primary and
secondary languages to display text.1
• American English
• British English
• Spanish
For example, if your system administrator programmed your phone with American English as
the primary language, American English is used for display text. 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.
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 on or turn off background music:
Dial 313 (on/off). BACKGROUND MUSIC ON (or OFF) appears.
1. This feature may or may not be enabled for your system.
Mitel® 5312/5324 IP Phone User Guide – Issue 1, September 2009 Page 13
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 15 for code lists. You cannot reprogram the default button assignments. You cannot
reprogram the default button assignments. See “Programmable Buttons” on page 6.
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:
• not programmed, UNDEFINED KEY appears.
• programmed, the feature or extension programmed for the button appears.
• 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.
After you program a programmable button, you can:
• Press the button to place a call to the assigned extension.
•Press the button to access a system feature.
• 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.
• Visually monitor the call activity of the assigned extension if the button you assign has a
lamp.
The following table describes the lamp signals and the indicated call activity:
Additional Programmable Buttons
You can also use the following units to add additional programmable buttons to your IP phone.
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.
• Direct Station Selection/Busy Lamp Field (DSS/BLF) unit
• (5324 IP Phones only) Programmable Key Module (PKM)
NOTE Before assigning a speed-dial number to a programmable button, the
number must be stored with either a Station or System speed-dial code.
See “Using Speed Dial” on page 22.
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.
Personalizing Your Phone
Page 14 Mitel® 5312/5324 IP Phone User Guide– Issue 1, September 2009
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
Extension Numbers
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
Code Type Code New Code
Attendant 0
Phone Extensions 1000 to 1999
Hunt Groups 2000 to 2299
Mitel® 5312/5324 IP Phone User Guide – Issue 1, September 2009 Page 15
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 in the “New Code” column for reference.
To delete the characters entered:
Press (Hold) to move the cursor to the left and delete the characters entered.
To cancel the feature:
Press *.
NOTES 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
(Special) before you enter the feature code to activate the feature.
Feature Page Code New Code
Account Code – Follow Calls 27 391
Account Code – Optional 27 390
ACD Agent – Log In 47 326
ACD Agent – Log In/Out 47 328
ACD Agent – Log Out 47 327
ACD Agent – Wrap-up Terminate 48 329
Agent Help – Reject 49 376
Agent Help – Request 49 375
Answer Ringing Call 19 351
Automatic Call Access – On/Off 19 361
Automatic Trunk Call Access – On/Off 19 360
Automatic Trunk Answer 20 350
Background Music – On/Off 12 313
Barge-in 50 386
Call Forward – All Calls 32 355
Call Forward – If Busy 32 357
Call Forward – If No Answer 32 356
Call Forward – No Answer/Busy 32 358
Call Logging 37 333
Change Language 12 301
Conference 35 5
Default Station 18 394
Directory 26 307
Display Time And Date 31 300
Do-Not-Disturb 43 370
Do-Not-Disturb – Cancel 43 371
Do-Not-Disturb – On/Off 43 372
Personalizing Your Phone
Page 16 Mitel® 5312/5324 IP Phone User Guide– Issue 1, September 2009
Do-Not-Disturb – Override 43 373
Group Listen 36 312
Handsfree – On/Off 29 319
Headset – Off 7316
Headset – On 7315
Headset – On/Off 7317
Hold – Individual 30 336
Hold – System 30 335
Hookflash (Recall in Europe) 30 330
Hunt Group – Remove 49 322
Hunt Group – Remove/Replace 49 324
Hunt Group – Replace 49 323
LCD Contrast Control 11 303
Message – Cancel Left Message 42 366
Message – Delete Message 42 368
Message – Leave Station Message 41 367
Message – View Messages 42 365
Microphone Mute – On/Off 29 314
Page 45 7
Page Receive – On/Off 45 325
Personal Call Routing On 33 363
Personal Call Routing Off 33 362
Personal Call Routing On/Off 33 364
Personal Call Routing Handoff 33 388
Program Buttons 13 397
Program Station Password 38 392
Programmable Buttons – Return to Default 17 395
Queue (Callback) Request 21 6
Record-A-Call 36 385
Redial 22 380
Redirect Call 20 331
Reminder Message 43 305
Reminder Message – Cancel 43 306
Remote Programming 38 359
Reverse Transfer (Call Pick-Up) 31 4
Ring Intercom Always – On/Off 29 377
Ring Tone Selection 11 398
Feature Page Code New Code
Mitel® 5312/5324 IP Phone User Guide – Issue 1, September 2009 Page 17
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 feature buttons to display the assignment.
3. Press # or (Speaker) to exit.
Resetting Programmable Buttons
You can reset all buttons (keys) that you have programmed to the default assignments.
Resetting the programmable buttons does not reset button assignments programmed by the
system administrator.
To reset the feature buttons to the default values:
With the handset on-hook, dial 395. FEATURE KEYS DEFAULTED appears.
Station Monitor 50 321
Station Speed Dial 23 382
Station Speed Dial – Programming 23 383
Steal Call 50 387
System Forward – Off 32 353
System Forward – On 32 352
System Forward – On/Off 32 354
System Speed Dial 24 381
Switch Keymap 18 399
Transfer To Hold 30 346
Transfer To Ring 30 345
View Programmable Button Assignments 17 396
Feature Page Code New Code
Personalizing Your Phone
Page 18 Mitel® 5312/5324 IP Phone User Guide– Issue 1, September 2009
Resetting the Phone to the Default Settings
Resetting the phone to the default settings does the following:
• Returns all volume settings to the default levels. See “Changing Volume Levels” on
page 11.
• Cancels Background Music. See “Listening to Background Music” on page 12.
• Cancels Callback (queue) requests. See “Requesting a Callback (Queuing the Phone)” on
page 21.
• Restores Handsfree Mode. “Using Handsfree Mode” on page 29.
• Cancels Manual Call Forwarding. See “Manual Call Forwarding” on page 32.
• Cancels System Forwarding. See “System Forwarding” on page 32.
• Cancels Do-Not-Disturb (DND). See “Using Do-Not-Disturb (DND)” on page 43.
• Restores Page settings. See “Paging Other System Users” on page 45.
• Resets hunt group calls. See “Hunt Groups” on page 47.
To reset your phone to the default settings:
Dial 394. STATION DEFAULTED appears.
Switching Keymaps
Keymaps are the default button assignments on your phone. Your system 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 during a call:
Press (Special), and then dial 399.
Mitel® 5312/5324 IP Phone User Guide – Issue 1, September 2009 Page 19
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.
Answering Calls
Your phone may be preset to automatically answer incoming internal calls in Handsfree Mode.
To disable Handsfree Mode, see “Using Handsfree Mode” on page 29. After disabling
Handsfree Mode, you can use your handset or headset to answer incoming calls.
To answer a call:
Lift the handset, or press (Speaker) to answer a call while using a headset or to
answer a call in Handsfree Mode. See “Using Handsfree Mode” on page 29.
If you are currently on a call, press the flashing IC or Call button to answer a waiting call.
See “Answering Waiting Calls” below.
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 30.
Using Automatic Call Access
Automatic Call Access connects you to incoming internal or external calls when you pick up the
handset or press (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 (or off). AUTO IC ACCESS ON (or OFF)
appears.
To use Automatic Call Access for incoming external (trunk) calls:
With the handset on-hook, dial 360 to turn on or off. AUTO TRNK ACCESS ON (or OFF)
appears.
NOTE By default, internal (intercom) calls are assigned to the IC button, and external
calls are assigned to the Call buttons.
Answering and Placing Calls
Page 20 Mitel® 5312/5324 IP Phone User Guide – Issue 1, September 2009
Redirecting Calls
You can redirect incoming calls to another extension or external number.
To redirect calls:
1. While a call is ringing, dial 331.
2. Enter the extension number, or press the Outgoing button or enter the Outgoing Call
access code (8), and then enter the external number. The call is forwarded to the
number entered.
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.1
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 first one answered).
To use Automatic Trunk Answer:
1. While an incoming external call is ringing at another Answer Access list extension, lift the
handset or press (Speaker).
2. Dial 350 or press the flashing Trunk <number> button.
Placing Calls
The following instructions describe how to place calls and related features.
Placing Emergency Calls
When dialing an emergency number (911 U.S. or 999/112 Europe), you do not have to press
the Outgoing button or enter the Outgoing Call access code (8 is the default code). The system
automatically places emergency calls immediately after you dial the number, even if you do not
select an outside line.
1. This feature may or may not be enabled for your system.
WARNING
Contact your system administrator and your local Mitel provider for important information about
dialing emergency services before using your phone.
Mitel® 5312/5324 IP Phone User Guide – Issue 1, September 2009 Page 21
Answering and Placing Calls
Placing Internal Calls
Internal calls are calls placed to other extensions in the system. Internal calls are assigned to
the Intercom (IC) button 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 (Hold) to move the cursor backward, deleting the last digits entered.
If you are using Handsfree Mode, listen for the double tone and then speak.
If there is no answer or if the extension is busy, you can do the following:
• Request a callback (queue). See “Requesting a Callback (Queuing the Phone)” below.
• Camp-on to the busy extension. See “Using Camp-on” below.
• 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 calls you when the extension is
available and places a call to the phone.
To request a callback:
If there is no answer or if the extension is busy, press (Special) followed by 6, and
then hang up. QUEUE REGISTERED FOR <name> appears. When the extension
becomes available, your extension rings.
To cancel the callback request:
Press 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 DND, or if the call is forwarded to voice mail. See
“Using Do-Not-Disturb (DND)” 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.
Answering and Placing Calls
Page 22 Mitel® 5312/5324 IP Phone User Guide – Issue 1, September 2009
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
(8 is the default code).
2. Dial the number.
Depending on system configuration, you may also be able to use one of the following methods
to select an outgoing line:
• Enter the Select Line Group feature code. The default codes are 92001 to 92208.
• Enter the Automatic Route Selection (ARS) feature code. The default code is 92000.
Contact your system administrator for more information about using Select Line Group or ARS
access codes.
Redialing a Number
You can quickly redial the last external number dialed. You cannot redial extension numbers.
To use Redial:
With or without the handset lifted, press REDIAL. The system automatically selects
a line and dials the number.
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 anyone
in the system. Contact your system administrator for more information.
To view or dial System Speed-Dial numbers:
1. Dial 381. REVIEW SYS SPEED # <code range> appears.
2. Do one of the following:
• Press (Up) or (Down) to scroll through the speed-dial locations.
• Enter the speed-dial location (000 to 999 or 0000 to 4999).
3. Press # to dial the number.
NOTES
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 becomes available. See “Requesting a Callback (Queuing the Phone)”
on page 21.
If you are prompted 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 27.
Mitel® 5312/5324 IP Phone User Guide – Issue 1, September 2009 Page 23
Answering and Placing Calls
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:
• Press (Up) or (Down) to scroll through the speed-dial locations.
• Enter the speed-dial location (0 to 9).
Press # to select the location.
3. 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 23.
4. Press # to save the name.
5. Enter the extension number or external number. If you are storing an external number,
enter the Outgoing Call access code (default code is 8) before you enter the number. Do
not use hyphens or colons in stored speed-dial numbers.
6. Press # to save the location. STN SPD BIN # <number> UPDATED appears.
Using the Dialpad Buttons to Enter Characters
You can use the dialpad buttons to enter text or numbers for features such as
Do-Not-Disturb (see page 43) and Station Speed Dial (see page 23).
The following are guidelines when entering dialpad characters:
• Press (Message) to switch from Alpha Mode to Numeric Mode. The (Message)
button stays lit in Alpha Mode and is off in Numeric Mode.
• Press (Hold) to move the cursor to the left and delete characters.
• Press (Transfer) to move the cursor to the right.
• In Numeric Mode, press # for a hyphen (-).
• In Numeric Mode, press * for a colon (:).
• Press #, (Speaker), or lift and replace the handset to save entries.
Answering and Placing Calls
Page 24 Mitel® 5312/5324 IP Phone User Guide – Issue 1, September 2009
To use the dialpad to enter characters:
Press the dialpad buttons as shown in the following table.
For example, to enter May 31, you could use the following sequence:
1. In Alpha Mode ( [Message] button is lit), press 6 once to enter an “M.”
2. Press 2 once to enter an “A.”
3. Press 9 three times to enter a “Y.”
4. Press (Message) to switch to Numeric Mode.
5. Press (Transfer) to enter a space.
6. Press 3.
7. Press 1.
8. Press (Speaker), #, or lift the handset to save the entry.
Dialing Station Speed-Dial Numbers
To dial a Station Speed-Dial number:
Do one of the following:
• Dial 382, and then enter the Station Speed-Dial location number (0 to 9). The
system dials the number.
• Press (Up) or (Down) to scroll through the speed-dial locations, and then
press # to select the location and dial the number.
Button Characters Represented
(in Alpha Mode)
0 @ : . , 0
1 - & ( ) 1
2A B C ‘ 2
3D E F ! 3
4G H I * 4
5 J K L # 5
6 M N O ñ 6
7 P Q R S 7
8T U V ? 8
9 W X Y Z 9
NOTE You can also use a Station Speed-Dial button assigned to the number
you are dialing. See “Assigning Speed-Dial Entries to Programmable
Buttons” on page 25.
Mitel® 5312/5324 IP Phone User Guide – Issue 1, September 2009 Page 25
Answering and Placing Calls
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:
• Press (Up) or (Down) to scroll through the speed-dial locations.
• Enter the speed-dial location (0 to 9).
3. Press # to select the location.
4. Press (Hold) repeatedly until the name is erased, and then press # to continue.
5. Press (Hold) repeatedly until the number is erased, and then press #. 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.
To program a System/Station Speed-Dial button:
1. With the handset on-hook, dial 397. PRESS THE BUTTON TO PROGRAM appears.
2. Press the feature button that you want to program as a speed-dial button.
3. Dial 382 (Station Speed Dial) or 381 (System Speed Dial).
4. Do one of the following:
• Press (Up) or (Down) to scroll through the speed-dial locations.
• Enter the speed-dial location (0 to 9 for Station Speed-Dial or 000 to 999 or 0000 to
4999 for System Speed Dial).
NOTE 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.
Answering and Placing Calls
Page 26 Mitel® 5312/5324 IP Phone User Guide – Issue 1, September 2009
Using the Directory
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:
• Intercom: Find and dial internal numbers.
• Outside: Find and dial external numbers listed in the company directory.
• 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.
See page 26 for detailed instructions on using the directory.
To search for a directory name or feature:
1. Press (Directory), and then press one of the following:
• 1 for the IC directory.
• 2 for the Outside directory.
• 3 for the Feature directory.
2. Press the dialpad buttons to enter (up to 20) characters. See the table on page 26 for
dialpad button character descriptions.
3. Press (Up) or (Down) to scroll through the entries.
4. Press # while the display shows the entry to dial a number or activate a feature code.
Button Characters Represented
00
11
2 2 A B C a b c Ç â ä à å ç Ä Å á
3 3 D E F d e f é ê ë è É
4 4 G H I g h i ï î ì í
5 5 J K L j k l
6 6 M N O m n o ô ö ò Ö ó ñ Ñ
7 7 Q P R S q p r s
8 8 T U V t u v ü û ù Ü ú
9 9 W X Y Z w x y z ÿ
(Up) Scroll to next entry
(Down) Scroll to previous entry
* Cancel search
# Activate selection
(Hold) Move the cursor to the left, deleting existing characters
NOTE The IC directory may display two similar entries, one without an asterisk
and one with an asterisk. The entry without an asterisk is the primary
extension—the entry with an asterisk is a secondary extension.
Mitel® 5312/5324 IP Phone User Guide – Issue 1, September 2009 Page 27
Answering and Placing Calls
Using Account Codes
Account codes record information for phone 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:
• Standard account codes: Automatically entered into the phone record report whenever
you place a call.
• Forced account codes: Entered before you can place an outside call.
• Optional account codes: Entered at any time during a call.
To enter an optional account code:
1. While off-hook, press (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 #. 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® 5312/5324 IP Phone User Guide – Issue 1, September 2009 Page 29
Call Features
Call Features
The following sections describe call-related features.
Using Handsfree Mode
You can use Handsfree Mode to activate the speakerphone.
To use Handsfree Mode:
With the handset on-hook, dial 319. HANDSFREE MODE ON appears. Dial 319 to turn
handset 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. Dial the 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 again to
turn 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 on. MICROPHONE MUTE ON appears. When the
microphone is muted, the Mute button lamp is lit. Press Mute again to unmute the
microphone.
NOTES
The Ring Intercom Always feature prevents calls from being answered in
Handsfree Mode (see the following section).
You cannot use Handsfree Mode if you are using a headset, or if you have more
than one phone assigned to an extension number.
The 5312 IP Phone uses half-duplex audio when using the speakerphone (both
parties cannot talk at the same time).
Call Features
Page 30 Mitel® 5312/5324 IP Phone User Guide – Issue 1, September 2009
Placing Calls On Hold
You can place calls on either Individual Hold or System Hold.
• Individual Hold: Places an internal or external call on hold at your phone.
• System Hold: Places an external call on hold in the system. You can then pick up the call
from any phone that indicates a flashing Call button for the call, including the phone that
placed it on hold.
To place a call on Individual Hold:
1. Press (Hold). ENTER EXTENSION NUMBER appears.
2. Hang up or place another call.
To place an outside call on System Hold:
1. Press (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 (Hold), and then lift the handset or press (Speaker). <Caller> WAS
HOLDING appears.
Entering a Hookflash
Some phone companies require you to enter a hookflash (a quick hang up and release) for
feature access.
To enter a hookflash:
While off-hook, press (Special), and then dial 330.
Transferring Calls
You can transfer calls to other extensions or external numbers. You can also transfer
conference calls. See “Transferring a Conference” on page 35 for more information.
Transferring Calls to Other Extensions
To transfer a call to another extension:
1. While on the call, press (Transfer), and then enter the extension number.
2. Do one of the following:
• 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.
• Hang up to transfer the call and disconnect the call from your phone.
NOTE
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.
Mitel® 5312/5324 IP Phone User Guide – Issue 1, September 2009 Page 31
Call Features
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. Do one of the following:
• 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.
• 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.
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 (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 (Special), and then dial 379.
Forwarding Calls
You can use Manual Call Forwarding (see page 32) or System Forwarding (see page 32) to
forward calls.
Call Features
Page 32 Mitel® 5312/5324 IP Phone User Guide – Issue 1, September 2009
Manual Call Forwarding
The following table describes Manual Call Forwarding options.
To use Manual Call Forwarding:
1. Press the Fwd button, or dial the Manual Call Forwarding feature code from the table
above. ENTER FORWARD DEST appears.
2. Enter the extension number, or press the Outgoing button and then dial the phone
number. FWD ALL CALLS TO <number> appears.
To cancel a Manual Call Forwarding request:
Do one of the following:
• Press the Fwd button, and then press (Speaker), or lift and replace the handset. ANY
CALL FORWARD CANCELED appears.
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 on or turn off System Forwarding:
Dial 354 to turn System Forwarding on. SYSTEM FORWARD ON appears. Dial 354
again to turn System Forwarding off.
Call Forward Feature Description Code
Call Forward All Calls All incoming calls are forwarded. 355
Call Forward All Calls All incoming calls are forwarded. 355
Call Forward if no
Answer All incoming calls are forwarded if
not answered. (The timer is set by
the system administrator.)
356
Call Forward If Busy When your phone is busy, all
incoming calls are forwarded without
ringing.
357
Call Forward If No
Answer/Busy All incoming calls are forwarded if
your phone is busy, or if you do not
answer.
358
Mitel® 5312/5324 IP Phone User Guide – Issue 1, September 2009 Page 33
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 configured to be your main extension. You may be programmed
for up to five associated destinations including:
• softphone
• home IP phone
• voice mail
• mobile phone
• 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:
•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.
•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 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.
Personal Call Routing includes the following feature codes:
• Personal Call Routing On: 363
• Personal Call Routing Off: 362
• Personal Call Routing On/Off: 364
• Personal Call Routing – Handoff (push and pull): 388
The following call types do not follow Personal Call Routing:
• Hunt group calls
• Hunt group announcement/overflow calls
• Transfer recalls, Hold recalls, Conference recalls, and Attendant recalls
NOTE
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
and your main extension is a phantom extension, you cannot use the Handoff
feature.
NOTE
A recall occurs when a feature cannot be completed or the feature times out,
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.
Call Features
Page 34 Mitel® 5312/5324 IP Phone User Guide – Issue 1, September 2009
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.
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:
• Press # to accept the call.
• 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.
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 (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.
To cancel the Personal Call Routing – Handoff feature:
While the handoff is in-progress, press (Special), and then dial 388. HANDOFF
CANCELLED appears on the display for your main extension.
Routing Type Description
Mobile Twinning Calls simultaneously ring your desk phone and mobile phone, before
going to voice mail.
Delayed Mobile
Twinning Calls ring your desk phone first, and then ring both your desk phone and
mobile phone, before going to voice mail.
NOTE You do not need to wait for the prompt to accept the call. You can
accept the call immediately by pressing the # button.
NOTE If you enter the handoff feature code (388) and the display shows NO CALL TO
HANDOFF, the call cannot be handed off (see page 53).
Mitel® 5312/5324 IP Phone User Guide – Issue 1, September 2009 Page 35
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 Conf 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 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 Conf button to
place the call on hold. If necessary, repeat this step to add the remaining conference
party.
4. Press the Conf button again 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 Conf 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 Conf button (twice) 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
Conf button to connect to the conference.
Dropping Out of a Conference
You can drop out of a conference and return to the conference later.
To drop out of a conference:
Press the Conf button or (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.
Call Features
Page 36 Mitel® 5312/5324 IP Phone User Guide – Issue 1, September 2009
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 Conf button, and then press (Hold). CONFERENCE PARTIES ON
HOLD appears.
To toggle between the held callers:
Press (Hold) twice for internal parties or the applicable Call button for external
parties.
Using Record-A-Call
.
You can use Record-A-Call to record an ongoing call as a mailbox message.1 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.
To use Record-A-Call:
1. While on a call, press (Special), and then dial 385. REQUESTING
RECORD-A-CALL appears.
2. Enter the voice mailbox number where you want the recording to be saved.
RECORD-A-CALL IN PROGRESS appears, and both you and the calling party hear a
confirmation tone (if enabled).
To stop Record-A-Call:
Do one of the following:
• Press (Special), and then dial 385.
• Hang up.
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.
To use Group Listen:
While on a call, press (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 again to turn Group Listen off.
NOTE This feature is not supported for peer-to-peer (P2P) calls. Contact your system
administrator for more information.
1. This feature may or may not be enabled for your system.
NOTE Your system administrator can assign the Record-a-Call voice mailbox
destination. If so, you do not need to enter the voice mailbox number.
Mitel® 5312/5324 IP Phone User Guide – Issue 1, September 2009 Page 37
Call Features
Using Call Logging
Your call logs are records of your most recent missed, received, and dialed calls. A maximum of
20 entries are stored in each call log.2
You can use Call Logging to:
• View recent call activity.
• View caller ID information.
• Return or redial calls.
To use Call Logging:
1. Dial 333.
2. Select one of the following options:
• Press 1 (MISS).
• Press 2 (RCV).
• Press 3 (DL).
• Press 4 (CLR).
3. Press (Up) or (Down) 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 # while the display shows the number.
To delete individual call log entries:
Press 0 to delete the displayed entry.
2. This feature may or may not be enabled for your system.
Call Features
Page 38 Mitel® 5312/5324 IP Phone User Guide – Issue 1, September 2009
Using Secondary Extension Buttons
.Secondary Extension buttons must be programmed by your system administrator. You can use
programmable buttons as “secondary extensions.” Secondary Extensions are assigned to other
extensions in the system (primary extensions) 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:
• Place an internal call to the primary extension.
• View the call activity at the primary extension.
• Transfer calls to the primary extension.
• Answer a call that is ringing or holding on any Call button at the primary extension.
Remote Programming
You can use Remote Programming to access the DND, Call Forwarding, and Personal Call
Routing features from another system phone or an external phone.3
Entering a Remote Programming Password
Before using Remote Programming, you should enter 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 #. 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 39.
NOTES
The system administrator must set up the Call buttons for internal calls or you
cannot use Secondary Extensions at the primary extension.
You can use Secondary Extension buttons to notify you when a given number
of 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 you press the flashing Secondary
Extension button to call the primary extension and not answer the incoming
call.
3. This feature may or may not be enabled for your system.
NOTE A Direct Inward System Access (DISA) number is required to use Remote
Programming from an external phone. Contact your system administrator for more
information.
Mitel® 5312/5324 IP Phone User Guide – Issue 1, September 2009 Page 39
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:
• Call your DISA number (provided by your system administrator). If necessary, enter
your (DISA) password.
• Use any phone on the system.
2. Dial 359.
3. Enter your extension number.
4. Enter your password followed by #.
5. Dial 392.
6. Enter the new password followed by #.
7. Enter the new password again followed by #.
Using Remote Programming to Change DND Settings
See “Using Do-Not-Disturb (DND)” on page 43 for more information about using DND.
To use Remote Programming to turn on DND:
1. Do one of the following:
• Call your DISA number (provided by your system administrator). If necessary, enter
your (DISA) password.
• Use any phone on the system.
2. Dial 359.
3. Enter your extension number.
4. Enter your password followed by #.
5. Dial 370.
6. Enter the DND message number (01 to 20), and then enter the second-line message
text (if applicable).
To use Remote Programming to turn off DND:
Follow steps 1. through 4. above, and then dial 371.
Call Features
Page 40 Mitel® 5312/5324 IP Phone User Guide – Issue 1, September 2009
Using Remote Programming to Forward Calls
See “Manual Call Forwarding” on page 32 for more information about Manual Call Forwarding.
To use Remote Programming to turn on Manual Call Forwarding:
1. Do one of the following:
• Call your DISA number (provided by your system administrator). If necessary, enter
your (DISA) password.
• Use any phone on the system.
2. Dial 359.
3. Enter your extension number.
4. Enter your password followed by #.
5. Dial one of the following Call Forwarding feature codes:
• 355 (All)
• 356 (No answer)
• 357 (Busy)
• 358 (No Answer/Busy)
6. Enter either an extension number or (8) followed by a phone 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 33 for more information about Personal Call
Routing.
To use Remote Programming to enable Personal Call Routing:
1. Do one of the following:
• Call your DISA number (provided by the system administrator). If necessary, enter
your DISA password.
• Use any phone on the system.
2. Dial 359.
3. Enter your extension number.
4. Enter your password followed by #.
5. Dial 363 (Personal Call Routing On).
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® 5312/5324 IP Phone User Guide – Issue 1, September 2009 Page 41
Messages
Messages
This section describes the following system messaging features:
• 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/Ring Indicator flash to 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.
• Do-Not-Disturb (DND) messages: Messages that other internal parties see when your
phone is in DND. See “Using Do-Not-Disturb (DND)” on page 43.
• Reminder Messages: Messages that you can use to notify yourself of upcoming
appointments, meetings, and so on. See “Using Reminder Messages” on page 44.
• Pages: Announcements sent over phone speakers or external speakers. See “Paging
Other System Users” on page 45.
• Voice messages: System voice mail messages.
Leaving Messages at Other Extensions
You can leave inter-station or voice messages for other internal parties.
To leave an inter-station or voice message for a busy IC extension:
1. Press (Message). HANG UP OR WAIT FOR MSG CENTER appears.
2. Do one of the following:
• Hang up to leave an inter-station message. MESSAGE LEFT FOR <name>
appears.
• 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). LEAVE MESSAGE ON EXTENSION appears.
2. Enter the extension number. MESSAGE LEFT FOR <name> appears.
NOTE
Because a variety of voice mail products work with the 5000 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 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.
Messages
Page 42 Mitel® 5312/5324 IP Phone User Guide – Issue 1, September 2009
Viewing and Responding to Messages
When you have waiting messages, the (Message) button and Message/Ring Indicator flash
and the display shows the number of waiting messages.
The display shows new messages as follows:
• Inter-station messages sent by other internal parties are indicated by the party’s
programmed user name.
• Voice messages are indicated by FROM MBOX <your extension number>.
To view or respond to messages:
1. With the handset on-hook, press (Message). Messages are displayed as first in/first
out. If there is more than one message, you can repeatedly press (Message) to
scroll through the messages.
2. When the desired message is displayed, press #, or lift the handset for privacy, and then
press # to respond. (If your handset is off-hook and you press (Message), you
automatically place a call to the party or message center who 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. 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.
To delete waiting inter-station messages:
1. Press (Message). MSG <message information> appears.
2. Press
* to delete the displayed message.
NOTE If your handset or speakerphone is off-hook when you view a inter-station
message, you automatically call the party who left the message.
NOTE To delete waiting voice messages, you must connect to your voice mailbox.
Mitel® 5312/5324 IP Phone User Guide – Issue 1, September 2009 Page 43
Messages
Using Do-Not-Disturb (DND)
You can use 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.
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:
1. Press the DND button. SELECT DND MSG # (01-20) appears.
2. Do one of the following:
• Press (Up) or (Down) to scroll through the messages.
• Enter the two-digit number for the DND message from the preceding table.
3. After selecting the message, enter the additional text for the DND description, if
applicable. See “Using the Dialpad Buttons to Enter Characters” on page 23 for dialpad
character descriptions.
4. Press (Speaker) or lift and replace the handset.
To turn off DND:
Press the DND button. DO-NOT-DISTURB OFF appears.
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/
Holiday ’Til 15 With a Guest
06 On Vacation/
Holiday 16 Unavailable
07 Call Me At 17 In Conference
08 At the Doctor 18 Away from Desk
09 On a Trip 19 Gone Home
10 On Break 20 Out to Lunch
Messages
Page 44 Mitel® 5312/5324 IP Phone User Guide – Issue 1, September 2009
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.
To set a Reminder Message:
1. With the handset on-hook, dial 305. SELECT REMINDER MESSAGE # (01-20) appears.
2. Do one of the following:
• Enter the two-digit number for the message from the table above.
• Press (Up) or (Down) to scroll through the messages.
3. Press # 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). Then press #. The display shows the Reminder Message state.
If your system is set for 24-hour format, you must 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 *.
Code Default Mes-
sage New Message Code Default Mes-
sage 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 Call 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
Mitel® 5312/5324 IP Phone User Guide – Issue 1, September 2009 Page 45
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
through 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.
Placing a Page Announcement
To place a page announcement:
1. Press 7.
2. Enter the page-zone number (0 to 9).
3. Wait for the tone, make your announcement, and then hang up.
Enabling or Disabling the Paging 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/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.
Page Zone Name Number Description
Mitel® 5312/5324 IP Phone User Guide – Issue 1, September 2009 Page 47
Hunt Groups
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 types are either “UCD” or “ACD.”
• UCD Hunt Groups: Uniform Call Distribution (UCD) agents do not log in to the hunt group
to receive calls.
• ACD Hunt Groups: Automatic Call Distribution (ACD) agents log in to the ACD hunt group
to receive calls. Calls are distributed by either Agent IDs or extensions:
oAgent 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.
oExtensions: 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.
To log in to or out of all ACD hunt groups in which you are a member:
Dial 328 to log into an ACD hung group followed by your Agent ID, if necessary. AGENT
LOGGED INTO ALL ACDS appears. Dial 328 again to log out of an ACD hung group.
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:
• Enter the ACD hunt group number.
• 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.
NOTES
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. The first call you receive after you log in rings until you answer it; however,
you are automatically connected to subsequent calls.
Hunt Groups
Page 48 Mitel® 5312/5324 IP Phone User Guide – Issue 1, September 2009
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:
• Dial 328 to log out of all of your ACD hunt groups. The display shows AGENT
LOGGED OUT OF ALL ACDS.
• 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 <number>.
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. The default wrap-up time is
15 seconds. Your system administrator can change the wrap-up timer settings.
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 display shows ACD WRAP-UP TERMINATED.
Mitel® 5312/5324 IP Phone User Guide – Issue 1, September 2009 Page 49
Hunt Groups
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.
To use Agent Help:
1. While you are on a hunt group call, press (Special), and then dial 375.
If you hear repeating tones, one of the following has occurred:
• The feature is not available at your phone.
• You already have four parties in your call.
• Not enough system circuits are currently available.
• 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.
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 accept calls.
NOTE Agent Help is not supported on peer-to-peer (P2P) calls. Contact your system
administrator for more information.
NOTE
If you hear repeating tones, one of the following has occurred:
• The feature is not available at your phone.
• You already have four parties in your call.
• Not enough system circuits are currently available.
• The Agent Help Extension is in DND.
Hunt Groups
Page 50 Mitel® 5312/5324 IP Phone User Guide – Issue 1, September 2009
Hunt Group 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 or “steal” monitored calls, as described in the
following sections. You can also record the call. See “Using Record-A-Call” on page 36 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® 5312/5324 IP Phone User Guide – Issue 1, September 2009 Page 51
Troubleshooting
Troubleshooting
The following sections can help you solve problems that you may be experiencing with your
phone. Troubleshooting topics include:
• Contact Information: Information about system administrator contacts.
• Error Messages: Error messages and descriptions.
• 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:
• Adding new user accounts.
• Setting the date and time.
• Programming System Speed-Dial numbers.
• Making database 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. Make sure that all feature-
related conditions are met and retry.
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 exist. Retry using
the correct feature code (see page 15).
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.
Troubleshooting
Page 52 Mitel® 5312/5324 IP Phone User Guide – Issue 1, September 2009
Troubleshooting Tips
The following table includes troubleshooting tips for phone and system features.
NOTE You can often correct problems that you may be experiencing by resetting the
phone to the default settings. See “Resetting the Phone to the Default Settings” on
page 18.
Problem Possible Solution
The phone is not working properly. Contact your system administrator.
I 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.
I cannot program System Speed-Dial
numbers. Your system administrator programs System Speed
Dial numbers.
I cannot change the time and date on
the phone display. Your system administrator programs the time and date.
Contact your system administrator if you notice that the
date and time are incorrect.
I am experiencing audio problems on
my phone such as echo, distorted
sound, or choppiness.
Contact your system administrator if you are having
audio problems.
The name on the display is incorrect. Your system administrator assigns display names.
I cannot use the local telephone
company star codes (for example,
*82, *69) when I press the Outgoing
button or use the Outgoing Call
access code (8 is the default code)
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.
I 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.
I cannot program a Station Speed-
Dial number to the button I 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® 5312/5324 IP Phone User Guide – Issue 1, September 2009 Page 53
Troubleshooting
When I try to use the Personal Call
Routing – Handoff feature (388), the
display shows NO CALL TO
HANDOFF.
The NO CALL TO HANDOFF display indicates that the
call cannot be handed off because one of the following
may have occurred:
• You tried 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.
Problem Possible Solution
Index
Mitel® 5312/5324 IP Phone User Guide– Issue 1, September 2009 Page 55
Symbols
5212 2
5224 3
A
Account codes, using 27
Agent Help
accepting or rejecting 50
requesting 49
Agent, ACD hunt group 47
Answering calls 19
Audio problems 52
Automatic
Access, using 19
Trunk Answer, using 20
B
Background music, background 12
Barge-in, using 50
Buttons
DSS/BLF 13
feature 5
C
Call Forward
Manual 32
System 32
using 32
Call logs, using 37
Callback, requesting 21
Caller ID information, displaying 31
Calls
answering 19
camping-on to phone 21
conference, placing 35
emergency, placing 20
external, placing 22
forwarding 32
logs, using 37
muting the microphone 29
phonequeuing for 21
picking up (reverse transferring) 31
placing internal (IC) 21
recording 36
redirecting incoming 20
transferring 30
waiting 19
Camp-on, using 21
Canceling features 5
Changing
keymaps 18
the language 12
volume levels 11
Characters, entering dialpad 23
Codes
account 27
default system access 14
feature, default 15
Outgoing Call access 20, 22
Comfort and safety tips 7
Conference calls
adding a party to 35
dropping out of 35
ending 36
placing 35
transferring 35
Contacts, information 51
Contrast, changing 11
D
Default
programmable buttons, resetting to 17
settings, returning the phone to 18
system access codes 14
Dialpad
buttons 5
characters, entering 23
Direct Station Selection/Busy Lamp Field (DSS/BLF) Unit 13
Display
contrast, changing 11
name, changing 52
Diverting hunt group calls 49
Do-Not-Disturb, using 43
Index
Index
Page 56 Mitel® 5312/5324 IP Phone User Guide– Issue 1, September 2009
E
Emergency calls, placing 20
Error
messages 51
tones, phone 6
Extension numbers 14
External calls, placing 22
F
Feature
buttons 5
canceling 5
Codes, using 15
G
Group Listen, using 36
H
Handset
off-hook 6
off-hook, on-hook 6
on-hook 6
Handsfree Mode
overriding 29
using 29
Headset, using 7
Hold
Individual 30
System 30
Hookflash, entering 30
Hunt groups
accepting or rejecting Agent Help 50
Agent Help, requesting 49
agent IDs 47
Automatic Call Distribution (ACD) 47
Barge-in, using 50
calls
diverting 49
monitoring 50
stealing 50
logging out of 48
types 47
Uniform Call Distribution (UCD) 47
wrap-up timer 48
I
Individual Hold, using 30
Internal calls, placing 21
IP Phone
5212 2
5224 3
blank display 1
changing volume levels 11
comfort and safety 7
Display buttons 4
features
dialpad buttons 5
feature buttons 5
Ring/Message Indicator 4
speaker 4
ring tone, selecting 11
viewing angle, changing 9
K
Keymaps, changing 18
L
Language, changing 12
LCD
contrast, changing 11
display buttons 4
Logs, call 37
M
Members, hunt group 47
Messages
canceling 42
deleting 42
Do-Not-Disturb 43
error 51
leaving 41
pages 45
Reminder 44
replying to 42
viewing 42
voice, listening to 42
Microphone, muting 29
Music, background 12
Mute, using 29
Index
Mitel® 5312/5324 IP Phone User Guide– Issue 1, September 2009 Page 57
N
Numbers, redialing external 22
O
Off-hook 6
On-hook 6
Outgoing Call access code 20, 22
P
Paging
enabling or disabling 45
using 45
Password, Remote Programming
changing 39
entering 38
Personal Call Routing
enabling and disabling 34
handoff 34
Phone
default settings, returning to 18
error tones 6
features
programmable buttons 13
signals 6
Placing calls
conference 35
external 22
internal 21
Programmable Buttons
using 13
Programmable buttons
resetting to default values 17
viewing button assignments 17
Programmable Key Module (PKM) 13
Q
Queuing for a phone 21
R
Record-A-Call, using 36
Redialing external numbers 22
Redirecting incoming calls 20
Reminder Messages, using 44
Remote Programming
password
changing 39
entering 38
Personal Call Routing 40
using 38
Reverse Transfer (Call Pickup), using 31
Ring Intercom Always, using 29
Ring Message Indicator 4
S
Selecting a ring tone 11
Settings, returning to default 18
Signals, IP phone 6
Speaker, external 4
Speakerphone
description 4
Group Listen, using 36
handsfree calls 29
Speed dial
Station, using 23
System, using 22
using 22
Star codes, telephone company 52
Station messages
canceling 42
deleting 42
leaving 41
replying to 42
viewing 42
Station Monitor, using 50
Station Speed Dial
numbers
deleting 25
dialing 24
storing 23
using 23
Stealing calls 50
System
forwarding 32
Hold 30
information, displaying 31
time and date, setting 52
Index
Page 58 Mitel® 5312/5324 IP Phone User Guide– Issue 1, September 2009
T
Time and date, system 52
Tips
comfort and safety 7
troubleshooting 52
Transferring calls 30
Troubleshooting tips 52
V
Voice mail user guides 41
Voice messages
deleting 42
leaving 41
listening to 42
Volume levels 11
W
Waiting calls, answering 19
Wrap-up timer, stopping 48
Part No. 550.8035
Issue 1, September 2009
A661/9146A

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