Troubleshooting

My computer has stopped working since my phone was installed?
How do I set up Voicemail? Where do I get my Voicemail PIN?
How do I pick up a Voicemail message?
I don't have Voicemail - how do I request it?
How do I re-record my Voicemail message?
The Voicemail lights on my phone won't stop flashing after I've listened to my messages
Voicemail good practice guidelines
How do I transfer a call?
How do I divert/forward my line to a colleague's line?
How do I dial an external number (outside line)?
Can I make personal calls?
How do I set up Speed dial buttons?
How do I answer the phone on speaker rather than through the handset?
How do I put a call on hold?
Can I use a headset with my phone?
How do I connect a headset to my phone?
How do I know if I have missed a call?
How do I stop the Voicemail system emailing me every time I miss a call?
How do I make a conference call?
How does 'Call me back' work?
How do I change the ringer to a different tone?
All the numbers and options next to the softkeys in the display area are missing!

 

My computer has stopped working since my phone was installed?

The new VOIP telephones are integrally linked to your PC. The network cable from your PC now connects into the back of your VOIP telephone, and then another network cable connects from the telephone to the network socket on the wall. If your PC has stopped getting any access to your network drives, internet and email, the likely cause is one of these network cables has become unplugged. Check the back of the phone and ensure that the network cables are firmly in place, and check that the cables go to the network socket on the wall, and the back of your PC. You can check to make sure your network cables are all connected ok by following these steps on your computer:

  • Go to the start menu in Windows
  • Go to 'Run' (win XP) or the search bar (Win 7)
  • in the box type 'cmd' and press enter
  • When the black box appears type 'ipconfig' and press enter
  • If under 'Ethernet-Local Area Network' it says 'media disconnected' your network cable is unplugged.
  • If you have an IP address start with '139.153' then your network cables should be ok and you possibly have a problem unrelated to the telephone system. Please contact the Information Centre for further assistance.

 

How do I set up Voicemail? Where do I get my Voicemail PIN?

To configure your voicemail box (add a tailored message), phone x7777 (internal) or 01786 467777 (external) and follow the instructions.
You will need your PIN which you should have received in an email from Microsoft Exchange entitled ‘Welcome to Exchange Unified Messaging’.

If you cannot locate your PIN, in Outlook 2007 please go to Tools > Options > Voicemail and click the ‘Reset PIN’ button (in Outlook 2010, go to File > Info >Voicemail > Reset PIN).  You will then be sent an email with a temporary PIN which you have to change when you first access voicemail.

Setting up your voicemail box for the first time

Please call x7777 and listen to the instructions.  You will go through the process of changing your PIN (if you had a temporary PIN sent to you), recording your name for use by the system, recording your personal voicemail greeting.  You will only have to do this the first time you contact your voicemail box.

Switching voicemail on

Your voicemail box should be configured to automatically go to voicemail if your line rings about 6 times (ie is unanswered) or is busy.

If you find that this is not the case, please contact Telephone Requests, x7111 to check that re-routing has been setup for you.

How do I pick up a Voicemail message?

The message light on your phone and the large light at the top of the phone both flash when you have a new voicemail.

To retrieve your voicemail message: call x7777 or 01786 467777 and follow the Voicemail prompts to retrieve your message 
OR
Open Outlook and you will see an email from the person who left the message, with subject line starting 'voicemail from...' - if you open this, you will be able to listen to a recording of the message through your PC. If you don't have speakers on your PC, you can press the button 'play on phone' from within the email message and enter the extension number you want to play the message on. Your phone will then ring and play back the message to you.

When you have listened to the voicemail message via your email or phone, the red lights on your phone will stop flashing and the message will be deleted from the system. You can however relisten to it, via the email which was sent to you.

I don't have Voicemail - how do I request it?

Voicemail will have been automatically set up for all staff specified by your department in the initial setting up of the VOIP project.

To find out whether you have been given voicemail, please dial x7777. If you are greeted by your own name and asked to enter your PIN, you have voicemail access and should follow the instructions above to set your voicemail box up.

If on dialling x7777 you are asked to enter an extension number, you do not have Voicemail.

If you don't have Voicemail but have your own extension number and would like to use Voicemail, please contact the Information Centre, x7250 (press 2 for IT)

How do I re-record my Voicemail message?

If you want to change your Voicemail message, you should:

  • call 7777 or 01786 467777
  • log in with your PIN
  • when the menu is announced, say Personal Options
  • Press option 2, record my greetings
  • Press option 1 to re-record your personal greeting or option 3 to re-record your name

 

The Voicemail lights on my phone won't stop flashing after I've listened to my messages

If you have received and read a voicemail but still find that the orange lights are flashing on your phone, try the following fix:

  • make sure you have no outstanding new voicemails by opening any voicemail emails in your inbox. You can also retrieve voicemail by calling x7777 and following the instructions.
  • if you have no new voicemails, try the following: from another extension dial #87XXXX (where XXXX is the affected extension number). This should cancel the flashing lights.
  • if this doesn't work, it is possible that you have a callback message on your phone. To clear a call back message, you need to press the flashing message light.  The top button on your display then changes to “Read Message” (or words to that effect) and you press this.  The buttons then change again to something like “Call Back” and you press this.  The message light is then cleared.
  • if you need assistance with this, please call the Information Centre on x7250.

 

Voicemail good practice guidelines

  • Voicemail should only be used when you are away from your desk and there is no-one available to answer the call on your behalf.
  • Record a personalised greeting. For example, “Thank you for calling John Smith at the University of Stirling, I am sorry I am unable to take your call at the moment, please leave me a message and I will deal with it as soon as possible.”
  • If you are going to be absent for more than 24 hours, and will not be able to pick up messages either through the voicemail or email system, you should reflect this in your greeting. For example, “Thank you for calling John Smith at the University of Stirling. I am now on leave and will be returning to work on Monday 5th July. I will not be able to deal with any messages until then, so if your call is urgent please contact my colleague John Brown on XX. Thank you.”
  • Deal with messages promptly
  • Delete messages once you have listened to and acted upon them
  • Ensure that you keep your PIN code confidential, do not disclose it to anyone and ensure that you change it regularly

How do I transfer a call?

  1. To transfer a call to another extension, press the Transfer button on your phoneMitel-Forward Button
  2. Dial the number you want to transfer to
  3. Announce the transfer then hang up OR hang up as soon as you hear the line ringing through
  4. If there is no answer, or the line is busy, or the person at the other end doesn't want to take the call, press Cancelcancel button

Good practice guidelines on transferring a call

When transferring an external call you should announce the call to the person you are transferring it to and the reason for the transfer. If the person you are trying to transfer to is not available, you should revert to the caller and offer them further assistance. If you are transferring to the switchboard you should inform the switchboard staff of the reason for transfer. Blind transfers (putting a call through to another extension and not waiting to see if it gets answered) are not considered to be good practice.

How do I divert/forward my line to a colleague's line?

You can either:

  • press the blue Program button > press the button next to 'Call Forwarding' > enter the number you want to forward to > press Activate > press close.
  • to disable this: press the blue Program button > Call Forwarding > Deactivate

OR you can use the following shortcuts:

  • To divert on no answer: *58 XXXX (ext no), #58 to cancel
  • To divert if busy: *52 XXXX (ext no). #52 to cancel

How do I dial an external number (outside line)?

This is unchanged from the old system. Press 9 and then dial the number.

 

Can I make personal calls?

Yes, you can use your existing PIN for making personal calls and you will be charged as normal in your next payslip. If you want to set up a PIN for making personal calls or have forgotten your existing PIN, please contact Telephone Requests, x7111.

NOTE: USERS WILL HAVE TO USE AN EXTRA HASH IN THE PIN PROCESS:

  • used to be #2 PIN
  • now #2 PIN #
  • then dial 9 followed by your external number

Business PINs work in the exact same way.

 

How do I set up Speed dial buttons?

  1. Press the blue menu button
  2. Press settings
  3. Press programmable Keys option
  4. Select a key to program for your speed dial
  5. Select Speed Call
  6. Press Edit label and use the keypad to enter the name of the person you wish to have on speed dial. The keypad works like ‘texting’ on a mobile phone.
  7. Press Save once you have typed the name.
  8. Press Edit Number and type the number on the keypad. Remember to press 9 first if it is an external number you wish to save.
  9. Press Save.
  10. Press Save again.
  11. Press Close.
  12. Press Close.

How do I answer the phone on speaker rather than through the handset?

To answer the phone via the speaker, press the speaker button in the top row of buttons on the telephone. To hang up/end the call, press the X button.

How do I put a call on hold?

If you need to put a call on hold (for example, while you look for an answer/speak to a colleague etc) you have a couple of options:

  • you can use the Mute button at the top right of your handset. This will mean the caller is still on the line but can't hear you. PLEASE BE AWARE THAT THE WHOLE HANDSET ACTS AS A RECEIVER SO JUST PUTTING YOUR HAND OVER THE MOUTHPIECE IS NOT SUFFICIENT TO STOP THE CALLER HEARING YOUR DISCUSSION.
  • you can use the call hold button (red button) to put the caller on hold - they will hear music. They will stay on hold for 30 seconds then if you have not taken them off hold, the line will start ringing again. You cannot receive any other calls while you have someone on hold.
  • To get your call back from being on hold, press the flashing line button on the very bottom of your display.

 

Can I use a headset with my phone?

Yes, please contact Telephone Requests for information on compatible headsets

 

How do I connect a headset to my phone?

The Telephone Requests (x7111)  team can advise on which headsets are compatible with the phone system we have. When you have your headset, follow these instructions to programme your phone:

  • Insert headset into back of phone. (There is a headset icon showing where this should be plugged in.)
  • Press Blue menu key
  • Select Settings
  • Select Programmable Keys
  • Select an unused key ( Below the black line)
  • Arrow along using the silver key at the bottom.( Second page third from bottom)
  • Select Headset
  • Press Save
  • Press Close
  • Press Close

 

Now press the button for Headset

 

How do I know if I have missed a call?

If you have missed a call, you can see this by pressing the blue menu button and the light next to ‘Call History(Missed calls)’ will be lit up.  Pressing this lit button will show you a list of calls you missed when you were away from your desk.

If the caller has got as far as your voicemail then hung up, you will get an email from that person with subject line 'Missed call from xxxx'.

 

How do I stop the Voicemail system emailing me every time I miss a call?

If someone tries to ring you and gets your voicemail but doesn't leave a message, you will get a 'missed call' notification email. If you don't want to receive these, follow these instructions:

  • in Outlook, go to Tools > Options > Voicemail
  • at the very bottom of this window, untick the box next to 'send an email message to my inbox when I miss a phone call'

How do I make a conference call?

The system allows for a conference call with up to 8 participants at the same time. To conference a call:

  • make your first call as usual
  • press the Transfer buttonMitel-Forward Button
  • repeat step 2 up until you have maximum of 8 folk on the line

 

How does 'Call me back' work?

If you dial an extension that is currently busy, you will be presented with a ‘call me back’ button on your phone. Press this and then hang up. Once the extension has become free, your phone will ring with a short burst ringtone. If you then answer your phone, you will be connected to the no-longer-engaged extension you were trying to reach.

 

How do I change the ringer to a different tone?

  1. Press the blue menu button
  2. Go to settings
  3. Go to Programmable Keys
  4. Choose a key to program
  5. Navigate to Page five of the options and select ‘Superkey’
  6. Click save
  7. Click close
  8. Click close again
  9. Press the new programmed Superkey button located on the button you selected earlier
  10. You will notice after pressing the Superkey button, the top of your screen now shows ‘Phonebook?’. If you press 'No’ it will then ask ‘Forwarding?’. Keep pressing ‘No’ until you get to ‘Ringer Adjust’ and then press the key next to ‘Ringer Adjust’.  
  11. A new screen will appear saying ‘ringer pitch?’. If you wish to adjust the pitch, press the button next to the ‘ringer pitch’ text and then use the up and down arrow keys to choose which pitch you wish to have. Once you have selected the pitch, you can press ‘Next’ to save.
  12.  Press the Superkey button to exit out and save the selection.

 

All the numbers and options next to the softkeys in the display area are missing!

Ensure you have not used one of the navigation keys (those with the back and forward arrows) at the foot of the display area to scroll onto an empty page. 5330 handsets have three pages for string numbers and 5320 handsets have two display pages. Which one you are currently on you can determine by the number at the foot of the display area contained within asterisks **** 1 **** If your display is empty use the navigation key to move back to the previous page.

 

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