Mitel VOIP phones

DIALING INFORMATION

Call within Campus Buildings...........Dial 4-Digit Extension (last 4 digits of the phone number)
911 Emergency Call.........................Dial 911 or 9 + 911
Local Call ........................................Dial 9 + 10-Digit Number [include Area Code] (FCC update as of 10/24/2021)
Long Distance Call ..........................Dial 9 + 1 + Area Code + Number

Making a Phone Call

Calling an Internal Extension

To dial an internal extension, simply press the four button extension. The Mitel phone will automatically call the extension. By default, the phone operates in speakerphone mode. You can lift up the handset to take it out of speakerphone mode.

Note that for shared phones, such as ones in a shared part-time faculty office space, users should first press the button next to their name from the main menu so that they dial from their extension.

Answering a Phone Call

When answering a phone call, you can either lift the headset or you can automatically go to speakerphone mode by pressing the speaker phone button. The speaker phone button is located at the top right of the Mitel phone, in between the volume control buttons and Mute Microphone button.

Adjusting the Caller's Volume

You can adjust the caller's volume by pressing the volume up and down buttons. These buttons are located at the top right of the Mitel phone. You can also use place the call into speaker phone mode by pressing the speaker phone button, located to the right of the volume up and down buttons. The last button in this group is the mute microphone button, which is on the far-right side of the button group. The mute microphone button allows you to disable the microphone by pressing it.

Finding an Internal Phone Extension Using the Phonebook Feature

The Mitel phones include a phonebook feature that allows users to find another user's phone extension. To do so, follow these steps:

From the Mitel's main menu, press the Phone Book button.
The Phone Book finds extensions by a user's last name. Use the number pad to input the letters. To type the last name of Smith, for example, one would dial the number 7 four times, the number 6 one time, the number 4 three times, the number 8 one time, and the number 4 twice (7 7 7 7 = S, 6 = M, 4 4 4 = I, 8 = T, 4 4 = H). Note that if one has to enter in a letter that is in the same number (like A and B in the number 2), you will have to either wait for the phone to advance to the next letter space or you will have to press the forward button. You can find users using only part of their last name as well.
Once you have entered in the desired name, press the Lookup button. The results of your search are displayed. Press the call button when you find the intended button. If the first result is not your intended user, press the next button to cycle through the names of the users that match the search. If the intended user does not appear in your search, press the backup button to edit the spelling of the last name.

Dialing an Outside Number

To dial an external phone number, press the 9 button. A dial tone will then be audible. You can then dial a local number using the xxx-xxxx number format (for example 786-5802). Alternatively, you can dial an outside area code phone number using the 1-xxx-xxx-xxxx format (for example 1-906-786-5802).

Note that for shared phones, such as ones in a shared part-time faculty office space, users should first press the button next to their name from the main menu so that they dial from their extension.

Voicemail Information

Setting Up Voicemail

To setup your voicemail on your personal office phone (non-shared), follow these steps.

Dial 8800 or press your Check Voicemail Key.
Enter in the default passcode, which is 1234.
Follow the prompts to finalize your voicemail. Be sure to fully complete the prompts, otherwise your voice mailbox will not be fully setup.
1. The first prompt will have you setup the PIN for your voice mailbox, which is a 4 to 10 digit number.
2. The second prompt will have you record a greeting for your voice mailbox.
3. The third prompt will have you record your name for your voice mailbox.

To setup your voicemail on a shared office phone (such as on a part-time faculty office phone), follow these steps.

Dial 8800 or press your Check Voicemail Key. For shared spaces with a phone that does not have voice mail assigned to the number it should ask for your extension.
Enter in your voice mailbox number (your extension).
Enter in the default passcode, which is 1234.
Follow the prompts to finalize your voicemail. Be sure to fully complete the prompts, otherwise your voice mailbox will not be fully setup.
1. The first prompt will have you setup the PIN for your voice mailbox, which is a 4 to 10 digit number.
2. The second prompt will have you record a greeting for your voice mailbox.
3. The third prompt will have you record your name for your voice mailbox.

To setup your voicemail from an external phone, follow these steps.

Dial 906-789-6999. This greeting will play: Welcome to the Message Center.
Enter in your voice mailbox number (your extension).
Press the star (*) key and then enter in the default passcode, which is 1234.
Follow the prompts to finalize your voicemail. Be sure to fully complete the prompts, otherwise your voice mailbox will not be fully setup.
1. The first prompt will have you setup the PIN for your voice mailbox, which is a 4 to 10 digit number.
2. The second prompt will have you record a greeting for your voice mailbox.
3. The third prompt will have you record your name for your voice mailbox.

Accessing Your Voicemail

When someone leaves a voicemail, the mail button and the notification light will light up, as shown in the below image.

To check your messages, you can press the lit up Message Button. Alternatively, you can also press the Check VM button on the main screen's list.

After pressing the message button, you will be prompted to Read the Messages, which allows you to listen to the voicemails. Enter in your passcode and then follow the prompts to listen to your voicemails and delete them as needed.

Checking and Managing Voice Mail Offsite (Use Firefox Browser)
For most users the default set up for voice messages is to deliver voice messages via email. While this is handy, it isn't necessarily a universally available configuration. Listening to a voice message from an email you received does not remove the voice mail from where it is stored. Delivering messages via email helps make the messages more available, but can result in your left over voice messages to exceed storage limits. When you exceed storage limits no one will be able to leave a voice message and will get a terse error that the users mailbox is full.

To manage and check your voice mail offsite, you can go to https://mas.baycollege.edu/. Sign in using your network username and password.

When signed in you will see your available messages. You can play the messages, delete the messages, modify formats, and manage your greetings.

Transferring a Call

To transfer a call, follow these steps:

While in a call, press the Transfer/Conference button. The Transfer/Conference button is outlined in red the below picture.
The user is then placed on hold. Dial the extension that you wish to transfer the caller to. Note that you can also use the phonebook to look up an extension.
Once the extension has been dialed, you can either stay on the line to inform the other user of who is calling or you can hang up to automatically transfer the caller to the other user. You can also cancel the transfer by pressing the Cancel key, which is the button with an X surrounded by a circle - ⊗.

Placing a Caller on Hold

To place a caller on hold, follow these steps:

Press the red hold button, as outlined in the below picture.
Once the caller has been placed onto hold, the line that they are on blinks green. This button is located at the bottom of the main screen of the Mitel phone. At this point, you can either use the 2nd Line button to call another user or you can take the user off of hold by pressing the button with their name or number on it.

Using The Hot Desk Feature

The Hot Desk feature allows you to travel and maintain the same direct dial number regardless of whether you are located in Escanaba or Iron Mountain. The same keys that were programmed for your phone that you were using as a non hot desk user are available wherever you happen to be when you enable your hot desk extension.

Example Scenario:
At the West Campus in office 215 there is a Mitel 5330 IP phone that is programmed for extension 3303. A person could call 1-902-302-3303 and that would ring the office phone in 215. As someone who periodically needs to work out of room 215, you would like your office extension to ring in room 215 when you are present there.

To enable your preferred Hot Desk extension, you would select the "Hot Desk" button on the Mitel 5330 IP Phone that is labeled "Hot Desk" on the phone menu. Once you have selected the "Hot Desk" button it should tell you that "No user is logged in". There will be a "Login" option available to you. Selecting "Login" will bring up a prompt "Enter Your Ext#" The extension number you would enter is your phone number that you want people to reach you at. Once you have put in your 4 digit extension, select "OK". Once you hit "OK" it will prompt you for your PIN#.

To use the Hot Desk feature you MUST have a working PIN Number. If you do not happen to know your PIN, please send an email to ithelp@baycollege.edu indicating you would like to have your Hot Desk PIN reset. Once you have successfully input your PIN, you will have activated the Hot Desk feature for your direct dial number. The phone that you are currently using as your Hot Desk will import your keys associated with your access features, such as Busy Lamps, Voicemail indicator, etc.

If you do not see the "Hot Desk" option on the menu as the 3rd button from the top, but see "Logout" then someone currently has that phone activated as their Hot Desk. Physical access to the phone itself dictates who should be using the Hot Desk function of the office phone, so select Logout because you are there and they are not. When you select "Logout" it will indicate the Current Ext# for the Hot Desk User. It is only important that you "Logout" the current Hot Desk extension. When you select "Logout" it is going to prompt you to confirm that by presenting options for "Login" and "Logout". You will want to select "Logout". Once you log out the phone is no longer being used as a Hot Desk. You can now activate that phone as your Hot Desk using the steps above.

Even if you are not logged into any phone with your Hot Desk number, calls will still go to voicemail.

On the first Sunday of every month, the Escanaba phone system will reboot. It is not uncommon for a users Hot Desk login to get logged out. As a Hot Desk user you should confirm your active extension on the Monday following the first Sunday of the month. You may need to re-activate your Hot Desk if you do not see your Hot Desk extension on the phone.

Changing your (P)ersonal (I)dentification (N)umber [PIN]

Requirement: You must currently know your PIN. If you do not know your PIN please send an email to ithelp@baycollege.edu requesting a PIN Reset.

Dial ##99 and follow the prompts.

Adjusting the Ringer Volume and Pitch

To adjust the Mitel phone's ringer volume, press the volume up or down button while the phone's ringer is active.

Alternatively, follow these steps to adjust the ringer volume when not being called:

Use the arrow keys located at the bottom of the Mitel phone to scroll through the main menu of the Mitel phone until you reach the page with the Superkey.
Press the Superkey button, then press the No button to scroll through the Superkey options until you find the Ringer Adjust button. The buttons are outlined in red below.
Press the Ring Adjust button, then press the no button until the Ringer Vol button is displayed.
Press the Ringer Vol button to engage the ringer volume adjust function. Adjust the ringer's volume by using the Volume Up and Down keys. When the appropriate volume level has been reached, press the Next key. Then, exit the Superkey menu by pressing the Cancel button, which is located underneath the volume button group. The Cancel button has the X with a circle around it - ⊗.

To adjust the ringer's pitch, follow these steps:

Use the arrow keys located at the bottom of the Mitel phone to scroll through the main menu of the Mitel phone until you reach the page with the Superkey.
Press the Superkey button, then press the No button to scroll through the Superkey options until you find the Ringer Adjust button.
Press the Ring Adjust button, then press the no button until the Ringer Pitch button is displayed.
Press the Ringer Pitch button to engage the ringer pitch adjust function. Adjust the ringer's pitch by using the Volume Up and Down keys. When the appropriate pitch level has been reached, press the Next key. Then, exit the Superkey menu by pressing the Cancel button, which is located underneath the volume button group. The Cancel button has the X with a circle around it - ⊗.

Redirecting a Call to Voicemail on a call-by-call basis

To redirect a call to voicemail, perform the following:

When the phone is ringing, press the Forward Call button on the Mitel phone's main screen.

Note that in order for this function to work, you must first program to phone to redirect calls to voicemail:

On the bottom of the Mitel phone, press one of the arrow keys to navigate to the page with the Superkey button on it. Press the Superkey button.
Press the No key until "Call Forwarding?" appears on the Superkey's menu at the top of the screen.
Press the Forwarding key.
If the Always? message is not displayed as the first result, press the Next key until you see the Always? message at the top of the Mitel screen. Press the Review key on the Always? screen.
Press the Program button on the Not Programmed screen.
Type in 8800 on the number pad of the Mitel phone. Then, press the Save/Off button.
Press the Superkey button at the bottom of the Mitel phone's screen to exit the Superkey menu.

Call Forwarding

Warning: Call forwarding only masks incoming calls received to your VOIP phone. If you have this feature setup, and you miss a call that was forwarded to your personal phone, if you choose to return the call from your personal phone the person you're calling will see your personal number. Outgoing calls from your personal phone will function as normal.

This feature is available on the Mitel 5330 IP Phone to employees who have a phone dedicated to their extension. Most adjunct instructors share VOIP phones, and should not use this set of instructions. If you do not have a phone dedicated to your extension, please email ithelp@baycollege.edu with the phone number you would like calls forward to and we will manually configure call forwarding for you.

You can check to see if you have a dedicated phone by going to page one on your phone's screen and verifying that your extension is the one listed at the bottom of the screen. For hotdesk users, you can follow these instructions after ensuring you are logged into the VOIP phone.

To configure call forwarding

Press the blue menu button to access your phone's settings

Press the button next to Call Forwarding

Press the button next to Edit Default

Press the button next to Always:

Enter your phone number in the format 91<your number> i.e. 919065556666. Press the button next to OK

Press the button at the top next to Save

Press the button next to Close

You may choose Activate to activate forwarding now or Close to exit the menu

To enable call forwarding

Press the blue menu button to access your phone's settings
Press the button next to Call Forwarding
After verifying the number you'd like calls forwarded to is correct, Press the button next to Activate

You should see the Call Forwarding icon at the top of the screen

Warning: Call forwarding only masks incoming calls received to your VOIP phone. If you have this feature setup, and you miss a call that was forwarded to your personal phone, if you choose to return the call from your personal phone the person you're calling will see your personal number. Outgoing calls from your personal phone will function as normal.

To disable call forwarding

Press the blue menu button to access your phone's settings
Press the button next to Call Forwarding
Press the button next to Deactivate

You should see the Call Forwarding icon disappear at the top of the screen

Joining or Leaving a Ring Group

If part of your job role includes taking calls for a specific ring group, your phone should/will include a button that is labeled for the ring group along with the ring group number. When you press that button the light should light up green and you will at that point receive calls from the ring group.

To leave a ring group temporarily and stop taking incoming calls from the ring group, simply hit the button for the Ring group and the light will turn off.

The button for a ring group is a simple toggle that when lit is on, and when not lit is off. When it is lit you are considered present and will take calls for the ring group. When the light for the ring group is not lit you are considered absent and you will not take calls for the ring group.

Advanced Licensed Mobility Features

There is a limited license feature set that is available to facilitate working from home by allowing you to using a mobile phone as an office phone. To gain these features will require administrative approval. Any deployment request for these features will originate from an approval source via help/request ticket.

To use these features there will be several tasks necessary to complete set up. The phone admin will need your mobile phone number, so that it can be twin-ed to your desk phone. The twin-ing of your mobile to your desk phone means both can ring concurrently. You'll see more options available later as you learn how to manage your status.

After the twin-ing of your mobile has been set up, you will receive a deployment email to your baycollege.edu email address. If you don't currently access your baycollege.edu email from your phone, you will probably want to set it up so that you can, because you will want this email accessible on your phone to deploy the features on your mobile phone. See the following guide on how you can set this up.

https://login.baycollege.edu/wiki/index.php/Setting_up_my_Bay_email_on_a_device

You should also set up your phone to connect to "Bay College" Wi-Fi rather than "Bay Guest" using the following instructions at the link below. You will encounter call issues if you are on campus and your mobile device is not set to use "Bay College". "Bay Guest" will not support mobile twin-ing.

https://login.baycollege.edu/wiki/index.php/Connecting_to_the_Bay_College_Wi-Fi

Now that your email is also accessible on your phone, you can check your email and find the message you received on how to complete your deployment. This email will include a link to the appropriate device store to download the MiCollab Mobile client. Google Play for Android, and Apple Store for iPhone/iOS. Download the appropriate app and install it.

You should also check your email from your laptop/desktop computer. There is a MiCollab client for PC and MacOS that you will want to install for the appropriate system you have. Included in the email is a QR Code/Unique Identifier string that you need to use to register your application with the system. The QR Code and the Unique identifer are identical, so you can use whichever method you prefer. Copy and Paste, Type it in manually, or use a QR Reader to register.

You will also need to register your phone using the same method as your PC/MacOS by activating using either the QR Code/Unique Identifier String. If you use an iPhone/iOS and you choose the QR Code method to register, please let us know if you encounter any issues with activating using that method.

After the application is installed and you have logged in using your desktop sign-in this application can be used via the Settings/Manage Status to control how calls are directory to the various devices that you have. There are five predefined categories: In The Office, Call In Progress, Gone For The Day, In A Meeting, Do Not Disturb. If you set your MiCollab status to Gone For The Day for example, with default settings, it will send all of your calls directly to Voicemail and won't ring any of your devices. You can also use application to search for people in the directory, make calls, check your voice mail, and otherwise manage most of your personal phone options.

You can do the same on your mobile client as on your desktop. Whichever device you choose to use will update your status appropriately. If you set your status from your phone as "Gone For The Day", that is your status.

You will be presented with a brief training tutorial after the application finishes installing, please take the time to review the information presented. The key information for the mobile client is that you need to swipe right at any time to bring the available options screen to the forefront. You will swipe left at any time to bring up your status. There are small tabs on either side of the screen to serve as a visual reminder.

Now that you've familiarized yourself with the options available from the application on your mobile phone and desktop app, you're probably wondering how you make a call with your mobile phone and make it seem as if you are calling from your desk phone. To accomplish this you will need to have the MiCollab mobile app open, and swipe right. In the options screen that is in the forefront select dialpad. Dial the number you need to call as you would from your mobile phone. On your mobile phone you would not have to dial 9 to get an outside line.

When you go to make the call it will ask you how you want to make the call with a couple of options at least: Native Phone, Desk Phone, Mobile (Your Mobile Phone Number). Although it may seem like you want to use your Desk Phone, that would only initiate the call as if your desk phone was in front of you. Assume you don't have your desk phone, so you would dial using your mobile phone and select that option. You will then get a call to your mobile phone from your desk phone. Once you answer the call from your desk phone your call will go the outside party as coming from your desk phone. You will need to answer the call coming in from your desk phone to complete the call.

Please note: You need an international service plan on your mobile provider if you have the ability to make international calls from your desk phone. You shouldn't be charged for the international call should you make the call as above. If you don't have an international plan through your mobile provider you may receive a dialing error when attempting to dial internationally.

Self Help Guides

Mitel VOIP phones

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