IT Services

Telephone System

Frequently Asked Questions

Q. What are the main differences between the Mitel 5212 and 5224 IP Phones?
A. The 5212 has 12 programmable keys whilst the 5224 has 24. The 5224 also has an additional 3 keys below the LCD screen for use with the menu system and quick access to features like Callback, for example.

Q. What do all these keys do?
A. You can find details of all the keys in either the Quick Guide for the Mitel 5212/5224 IP Phones or the User Guide for the Mitel 5212/5224 IP Phones.

Q. Which keys are predefined with features and which ones can I assign a feature to?
A. The first six keys are predefined with similar features on both the 5212 and 5224 phones.
On the 5212, key 1 is at the bottom, key 2 is next up, and so on.
On the 5224, key 1 is the bottom right key, key 2 is the bottom left key, key 3 is the second from bottom right and so on.
The predefined keys have the following features:
Key 1 - Prime Line (your extension number)
Key 2 - Trade (swap conversations between two different callers)
Key 3 - Call Forward (forward all calls to voicemail)
Key 4 - Call History (check for missed calls)
Key 5 - Call Pickup (take someone else’s call within your pickup group)
Key 6 – Headset.

Q. How do I access and scroll through the menu?
A. To enter the menu press the blue Superkey. To scroll through the menus on the 5224, use the 3 keys directly below the LCD display. On the 5212, use the * and # keys.

Q. Can I use a headset and which type should I use?
A. Yes. Any headset which has an RJ11 connector will work. If you already have a headset for use with your existing phone and it has an RJ11 connector then it should work. Key 6 has been preconfigured for a headset so press this to use it.

Q. How do I setup a conference call and how many people can join?
A. Dial your first number to establish a two-way conversation. To add another party and initiate a conference call press the TRANS/CONF key (next to the red key), dial the extension you wish to add to the conference, wait for an answer and press the TRANS/CONF key again. You can have up to 8 participants in a conference call.

Q. How do I make a hands-free call?
A. Press the key with the speaker icon during a call. You can also answer a call by pressing this key without lifting the handset. Use the up and down arrow keys to adjust the volume.

Q. When I transfer a call to another extension and nobody answers, how do I connect back to the original caller?
A. You can cancel the transfer and return to the caller by pressing the Cancel key (key with a circle and an X inside it).

Q. How do I use Callback?
A. On the Mitel 5224 IP Phone, the LCD screen will display Callback. Once you’ve dialled a number which is busy or unanswered, press the leftmost key of the three LCD display keys. On the 5212, use the Feature Access Code Assignments given here.

Q. Is there a web interface to my phone to see all the user configurable options?
A. Yes. However, this feature is currently not activated.

Q. Where can I get a list of all the Feature Access Code Assignments?
A. You can find all Feature Access Code Assignments here.

Q. I’ve always used a cordless handset. Can I have a model for use with the new IP phone system?
A. No. Currently we are not deploying cordless handsets.

Q. Can I use a wireless IP Phone?
A. No. Currently we do not support wireless IP phones.

Q. How do I find out what calls I’ve missed?
A. You can use Call History. This has been pre-assigned to user key 4 and you can scroll through the list using the up and down arrow keys.

Q. How do I use Redial?
A. Press the Redial key (key with the numbers 123 and an arrow). Redial only displays the last external number dialled. You can also use Call History (user key 4) to scroll through a list of dialled external numbers.

Q. I’ve run out of programmable keys on the 5224 IP Phone and I would like some more. What can I do?
A. You can purchase an add-on device called an IP Programmable Key Module.

Q What is Voicemail with Unified Messaging?
A. Voicemail is very similar to any answering service or machine. Unified Messaging informs the called person via email that a message has been left in their voicemail box.

Q. How do I activate voicemail?
A. After you have sent a request to you can activate voicemail by typing 8899 (the voicemail service) and following the tutorial. Your initial passcode will be your extension number.

Q. I failed to complete the voicemail tutorial or I would like to start again. How can I do this?
A. Contact the switchboard and ask Avril Roberts to reset your voicemail tutorial.

Q. Why do I receive an email from an Unknown Caller?
A. You will receive an email from an Unknown Caller when the caller has called from an outside line. You will also receive this message if the caller does not have a voicemail box set up.

Q. How can I access my voicemail messages from home or from another telephone extension?
A. Dial 8899 for the voicemail service or 01248388899 if dialling from an outside line. Immediately press * to initiate the Messaging Centre service. You will then be prompted for a mailbox number. Enter your mailbox number here and then again immediately press * and you will be prompted to enter your passcode.

Q. What file format is the voicemail sent as to my E-Mail Inbox, how big is it, and can this be changed?
A. A voicemail message is sent as a 32Kbps WAV file and this cannot be changed. A 30 second voice message will be approximately 140KB in size.

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