Mitel MiVoice 6920 IP Phone User Guide

Mitel MiVoice 6920 IP Phone

58015114 REV02

RELEASE 1.1 USER GUIDE FOR MIVOICE BUSINESS

NOTICE

The information contained in this document is believed to be accurate in all respects but is not warranted

by Mitel Networks™ Corporation (MITEL

). The information is subject to change without notice and should

not be construed in any way as a commitment by Mitel or any of its affiliates or subsidiaries. Mitel and its

affiliates and subsidiaries assume no responsibility for any errors or omissions in this document. Revisions

of this document or new editions of it may be issued to incorporate such changes.

No part of this document can be reproduced or transmitted in any form or by any means - electronic or

mechanical - for any purpose without written permission from Mitel Networks Corporation.

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without the express consent from Mitel. Please contact our legal department at [email protected] for

additional information. For a list of the worldwide Mitel Networks Corporation registered trademarks, please

refer to the website: http://www.mitel.com/trademarks.

Mitel’s Power Over Ethernet (PoE) Powered Device (PD) products are covered by one or more of the U.S.

patents (and any foreign patent counterparts thereto) identified at Mitel’s website: www.mitel.com/patents.

For more information on the PD patents that are licensed, please refer www.cmspatents.com.

Mitel MiVoice 6920 IP Phone User Guide

58015114 - April 2017

®,™ Trademark of Mitel Networks Corporation

Software License Agreement

Mitel, hereinafter known as “Seller”, grants to Customer a personal, worldwide, non-transferable,

non-sublicenseable and non-exclusive, restricted use license to use Software in object form solely

with the Equipment for which the Software was intended. This Product may integrate programs,

licensed to Mitel by third party Suppliers, for distribution under the terms of this agreement. These

programs are confidential and proprietary, and are protected as such by copyright law as unpublished

works and by international treaties to the fullest extent under the applicable law of the jurisdiction of

the Customer. In addition, these confidential and proprietary programs are works conforming to the

requirements of Section 401 of title 17 of the United States Code. Customer shall not disclose to

any third party such confidential and proprietary programs and information and shall not export

licensed Software to any country except in accordance with United States Export laws and

restrictions.

Customer agrees to not reverse engineer, decompile, disassemble or display Software furnished in

object code form. Customer shall not modify, copy, reproduce, distribute, transcribe, translate or

reduce to electronic medium or machine readable form or language, derive source code without the

express written consent of the Seller and its Suppliers, or disseminate or otherwise disclose the

Software to third parties. All Software furnished hereunder (whether or not part of firmware), including

all copies thereof, are and shall remain the property of Seller and its Suppliers and are subject to

Customer's use of this software shall be deemed to reflect Customer's agreement to abide by the

terms and conditions contained herein. Removal or modification of trademarks, copyright notices,

logos, etc., or the use of Software on any Equipment other than that for which it is intended, or any

other material breach of this Agreement, shall automatically terminate this license. If this Agreement

is terminated for breach, Customer shall immediately discontinue use and destroy or return to Seller

all licensed software and other confidential or proprietary information of Seller. In no event shall

Seller or its suppliers or licensors be liable for any damages whatsoever (including without limitation,

damages for loss of business profits, business interruption, loss of business information, other

pecuniary loss, or consequential damages) arising out of the use of or inability to use the software,

even if Seller has been advised of the possibility of such damages.

Mitel MiVoice 6920 IP Phone User Guide

Software License Agreement . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1

Welcome . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5

About this guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5

Supporting documentation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5

Phone features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5

Installation and setup . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6

Tips for your comfort and safety . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6

Don’t cradle the handset . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6

Protect your hearing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6

Adjust the viewing angle . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6

Phone keys . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7

Key panel . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7

Key description . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8

Dialpad keys . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

Getting started . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11

UI overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11

Home screen . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11

Call screen . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14

UI navigation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15

Customizing your phone . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16

Using the Static Settings menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17

Status . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17

Language . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20

Call Forward . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22

Audio . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24

Ring Tones . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24

Audio Path . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25

Headset . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26

Display . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27

Config Teleworker . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28

Diagnostics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28

Audio Diagnostics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29

Ping . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30

TCP DUMP . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31

DHCP Trace . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32

Restart . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33

Configuring and using programmable keys . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35

Table of Contents

Speed Call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36

Other Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36

Phone Lock . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36

Call Forward Always . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38

Do Not Disturb . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39

Account codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40

Making calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42

Dialing a number . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42

Initiating a callback . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42

Redialing a number . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42

Receiving calls. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43

Answering an incoming call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43

Manually forwarding an incoming call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43

Handling calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44

Placing a call on hold . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44

Muting the microphone . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44

Transferring a call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45

Creating a multi-party conference call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46

Ending a conference and transferring remaining parties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48

Ending calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48

Managing calls. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49

Contacts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49

General functions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49

Personal folder features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53

Corporate folder features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58

Call History . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61

Deleting entries from the Call History application . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 62

Copying entries to the Personal folder in the Contacts application . . . . . . . . . . . . . . . . . . . . . . . 65

Missed calls indicator . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66

Voicemail . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 67

Visual voicemail . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 68

Enable voicemail application . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 68

Log into your voicemail . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 69

Log out of your voicemail . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 70

Play a voicemail . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 70

Dial a voicemail . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 71

Delete a voicemail . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 72

Save a voicemail . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 73

Mitel MiVoice 6920 IP Phone User Guide

Send voicemail to a number . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 73

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 74

Additional features. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 75

Accessory support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 80

Mitel M695 Programmable Key Module (PKM) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 80

Mitel Wireless LAN Adapter . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 81

Analog, DHSG/EHS, and USB headsets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 82

Limited warranty . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 83

Exclusions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 83

Warranty repair services . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 83

After warranty service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 83

Welcome

Part of the new-generation desktop family, the Mitel MiVoice 6920 IP phone demonstrates

Mitel’s commitment to ease of use and enhanced user value, while delivering innovative

features and applications. A full-feature enterprise-class telephone, the Mitel MiVoice 6920

IP phone provides a large color backlit graphics display with 6 programmable self-labeling

keys allowing up to 18 functions and four intuitive state sensitive softkeys.

This applications phone also features superior sound quality with wideband audio, an

enhanced speakerphone that utilizes advanced audio processing to achieve richer and

clearer handsfree conversations, and native analog, DHSG/EHS, and USB headset

functionality.

Accommodating today’s high speed networks through dual Gigabit Ethernet ports, the Mitel

MiVoice 6920 IP phone also offers plenty of support for Mitel and third-party peripherals and

has an environmentally efficient PoE class 2 rating. The Mitel MiVoice 6920 IP phone is one

of the most advanced desktop IP phones available on the market today and is ideal for

enterprise executives, managers, and employees.

The 6920 IP phone is compatible with the MiVoice Business phone system.

About this guide

This guide explains how to use the basic features of your new Mitel MiVoice 6920 IP phone. Not all

features listed are available by default. Your System Administrator has the ability to customize many

features on this phone. Contact your System Administrator to find out which features and services

are available to you on your phone system.

Supporting documentation

To access phone and system-specific documentation:

1. Log in to Mitel Connect.

2. In the left-hand menu, click Mitel OnLine.

3. Click Product Documentation under the Support section.

4. Select PDF Guides and Online Help under the End User Documents drop-down menu.

5. In the left-hand menu, navigate to Telephones.

Phone features

Feature highlights include:

• 3.5” QVGA (320x240) color TFT LCD display with brightness controls

• Built-in-two-port, 10/100/1000 Gigabit Ethernet switch

• USB 2.0 port (100mA maximum)

• Wideband handset

• Enhanced wideband, full-duplex speakerphone for handsfree calls

Mitel MiVoice 6920 IP Phone User Guide

• Extensive support for peripherals and modules: USB, DHSG/EHS, and wired analog headsets,

Mitel M695 Programmable Key Module, and Mitel Wireless LAN Adapter

• AC power adapter (sold separately)

• Six programmable, multi-function, self-labeling keys

allowing up to 18 functions

and four intuitive

state-sensitive softkeys

Installation and setup

Please refer to the Mitel MiVoice 6920 IP Phone Installation Guide included with your phone for

basic installation and physical setup information.

Tips for your comfort and safety

Don’t cradle the handset

Prolonged use of the handset can lead to neck, shoulder, or back discomfort, especially if you cradle

the handset between your ear and shoulder. If you use your phone a lot, you may find it more

comfortable to use a headset. See “Accessory support” on page 80 for more information on headsets.

Protect your hearing

Your Mitel MiVoice 6920 IP phone has a control for adjusting the volume of the handset, headset,

and speakerphone. Because continuous exposure to loud sounds can contribute to hearing loss,

keep the volume at a moderate level.

Adjust the viewing angle

The stand for your Mitel MiVoice 6920 IP phone supports two viewing angles (30° and 60°). Adjust

the stand to suit your viewing preference. For instructions on how to adjust the stand, see the Mitel

MiVoice 6920 IP Phone Installation Guide.

Phone keys

Key panel

The following sections describe the various Mitel MiVoice 6920 IP phone key functions and how

they can help you make and manage your calls and caller information.

Handset

Goodbye Key

Speaker

Redial Key

Message Waiting Indicator (MWI)

Hold Key

Contacts Key

Mute Key

Call History Key

Speaker/Headset Key

Voicemail Key

Navigation Keys/Select Button

Settings Key

State-Sensitive Softkeys

Volume Control

Programmable Keys

Dialpad

LCD Screen

Mitel MiVoice 6920 IP Phone User Guide

Key description

The following table describes the keys on the Mitel MiVoice 6920 IP phone:

Key Description

Contacts key - Displays a list of your contacts.

For more information, see “Contacts”

on page 49.

Call History key - Displays a list of your missed, outgoing, and answered calls.

For more information, see “Call History”

on page 61.

Voicemail key - Provides access to your voicemail service (if configured).

For more information, see “Voicemail”

on page 67.

Settings key - Provides services and static settings that allow you to customize

your phone.

For more information, see “Customizing your phone”

on page 16.

Volume controls - Adjusts the volume for the ringer, handset, headset, and

speakerphone.

Press the volume control keys while the phone is ringing to adjust the ringer

volume. Pressing these keys during an active call adjusts the volume of the audio

device being used (handset, headset, or speaker).

Goodbye key - Ends an active call. The Goodbye key also exits an open list

(such as Call History) and menus (such as the Static Settings menu) without

saving changes.

Redial key - Displays a list of your previously dialed calls. Pressing the Redial key

twice redials the last dialed number displayed on the Home screen.

For more information, see “Redialing a number”

on page 42.

Hold key - Places an active call on hold. To retrieve a held call, press the

applicable Line key.

For more information, see “Placing a call on hold”

on page 44.

Mute key - Mutes the microphone so that your caller cannot hear you (the LED

beside the key turns on when the microphone is on mute).

For more information, see “Muting the microphone”

on page 44.

Speaker/Headset key - Transfers the active call to the speaker or headset,

allowing handsfree use of the phone.

For more information, see “Audio Path”

on page 25.

Navigation keys and select button - Multi-directional navigation keys that allow

you to navigate through the phone’s User Interface (UI).

Pressing the center Select button sets options as well as performs actions such

as dialing out from the Contacts or Call History.

On the Home screen, the left and right navigation keys can be used to access the

additional pages of programmable softkeys.

For more information, see “UI navigation is performed using the navigation keys

located to the right of the softkeys.”

on page 15.

State-sensitive softkeys - Four state-sensitive softkeys that allow you to perform

different functions during specific states (i.e. when the phone is an idle,

connected, incoming, outgoing, or busy state).

Phone keys

Dialpad keys

The Mitel MiVoice 6920 IP phone has a dialpad with digits from 0 through 9, a * key, and a # key.

Keys 2 through 9 contain the letters of the alphabet. These dialpad keys can be used to dial a phone

number to make a call (see “Making calls” on page 42) and to press keys requested by an Interactive

Voice Response (IVR) system. The basic inputs for the Mitel MiVoice 6920 IP phone dialpad includes

the following:

Programmable keys - Six programmable, multi-function self-labeling keys that

allow you to use up to 18 specific functions.

For more information see “Configuring and using programmable keys”

page 35.

Dialpad Key Description

0 Dials 0

1 Dials 1

2 ABC Dials 2

When entering text, this key enters A with one press, B with two presses, and C with

three presses.

3 DEF Dials 3

When entering text, this key enters D with one press, E with two presses, and F with

three presses.

4 GHI Dials 4

When entering text, this key enters G with one press, H with two presses, and I with

three presses.

5 JKL Dials 5

When entering text, this key enters J with one press, K with two presses, and L with

three presses.

6 MNO Dials 6

When entering text, this key enters M with one press, N with two presses, and O with

three presses.

7 PQRS Dials 7

When entering text, this key enters P with one press, Q with two presses, R with

three presses, and S with four presses.

8 TUV Dials 8

When entering text, this key enters T with one press, U with two presses, and V with

three presses.

9 WXYZ Dials 9

When entering text, this key enters W with one press, X with two presses, Y with

three presses, and Z with four presses.

Key Description

Mitel MiVoice 6920 IP Phone User Guide

The * is called the star key. The # is called the pound key, number sign, or hash key, depending on

one's nationality or personal preference. These can be used for special functions such as accessing

advanced services. The star key and pound key functions are dependent on your call server’s feature

availability. Contact your System Administrator for more information about available functions using

these keys.

When entering characters in the various Static Settings menus or in different applications (for

example, when adding a contact to your Contacts application), advanced characters can be entered

using the dialpad keys.

The following tables identifies the characters that you can use and the order in which they are

accessible.

Key Uppercase Characters Lowercase Characters

0 0 + 0 +

1 1 . : ; =_ , - ' & ( ) $ ! 1 . : ; =_ , - ' & ( ) $ !

2 A B C 2 a b c 2

3 D E F 3 d e f 3

4 G H I 4 g h i 4

5 J K L 5 j k l 5

6 M NO 6 m n o 6

7 P Q R S 7 p q r s 7

8 T U V 8 t u v 8

9 W X Y Z 9 w x y z 9

* * <SPACE> * <SPACE>

# # / \ @ # / \ @

Getting started

The Mitel MiVoice 6920 IP phone must be set up and be configured by the System Administrator

prior to its first use.

UI overview

Home screen

When the phone has successfully booted up and connected to the network, the phone displays the

Home screen. The Home screen shows the date and time along with your number and last dialed

number. It is the default screen displayed when the phone is in an idle state.

Phone and network status indicators

There are icons that display on the phone to indicate the status of the phone and network. These

icons display on the upper right corner of the Home screen.

Note: Your System Administrator should have configured your number and any other

administrative features required. If your number does not display on the screen, contact your

System Administrator.

Date and Time

Your Number

Last Dialed

Number

Status indicators

Mitel MiVoice 6920 IP Phone User Guide

The following table identifies and describes the phone and network status indicators on the Home

screen.

Programmable keys, state-sensitive softkeys, and line keys

Six programmable keys (including the Prime Line key) and four state-sensitive softkeys are always

displayed on the Home screen. The programmable keys allow you to configure up to 18 different

features (such as speed calls, phone lock, DND, and so on).

Icon Description

Network Connected - The Network Connected icon displays on the Home screen when the

phone is connected to the MiVoice Business call server.

Attempting Network Connection - The Attempting Network Connection icon displays on the

Home screen when the phone is attempting to connect to the MiVoice Business call server.

Network Disconnected - The Network Disconnected icon displays on the Home screen when

the phone loses connection to the MiVoice Business call server.

If this icon is displayed and you are using an AC adapter for power, check that the Ethernet cable

is tightly connected to the phone and to the network device port. The phone should automatically

detect when it is reconnected and attempt to connect to the network. If this does not resolve the

issue, check with your System or Network Administrator for assistance.

Call Forward Always - The Call Forward Always icon displays on the Home screen when the

Call Forward feature is enabled using the "Always" condition (as opposed to the "Busy" and "No

Answer" conditions).

For more information on the Call Forward feature, see “Call Forward”

on page 22.

Missed Calls - The Missed Calls icon displays on the Home screen only when incoming calls

have not been received. The number in the red badge indicates how many calls were missed. To

access a list of your missed calls, press the (Call History) key.

For more information on missed calls, see “Missed calls indicator”

on page 66.

Do Not Disturb - The Do Not Disturb (DND) icon displays on the Home screen when the DND

feature is enabled. When DND is enabled, callers calling into the phone may hear a DND signal

and a "Do Not Disturb" message is displayed on their phones, depending on the setting in the

System Administrator Tool.

For more information on the DND feature, see “Do Not Disturb”

on page 39.

Headset Connected - The Headset Connected icon displays on the Home screen when a

headset (USB, DHSG/EHS, or analog wired) connection has been detected.

For more information on headset functionality, see “Analog, DHSG/EHS, and USB headsets” on

page 82.

Hotdesk User - The Hotdesk User icon displays on the Home screen when you log in using your

hotdesk account.

Voicemail - The Voicemail icon displays on the Home screen only if you have new messages

waiting. To access your voicemail messages, press the (Voicemail) key.

For more information on voicemail functionality, see “Voicemail”

on page 67.

Note: If enabled by your System Administrator, certain features can be programmed on the

programmable keys by pressing and holding the respective programmable key. Others can only

be programmed by your System Administrator through the MiVoice Business call server. See

“Configuring and using programmable keys” on page 35 for information on how to program the

programmable keys using the phone. Contact your System Administrator for details on what

features are available to be programmed through the MiVoice Business call server.

Getting started

The state-sensitive softkeys change depending on the state of the phone and are used to perform

different functions when the phone is an idle, connected, outgoing, or busy state.

The Prime Line key is a visual indication of the status of your prime line. When your phone is in an

idle state, your (Prime Line) icon is solid blue. Your System Administrator may also have

configured additional line appearances on your phone. Line appearance keys are solid green when

your phone is in an idle state.

If you have six or more programmable keys configured, programmable page indicators are displayed

above the softkeys. These dots indicate the number of programmable key pages and its relative

position. Press the left and right navigation keys to switch the programmable key pages.

State-Sensitive

Programmable Keys

Softkeys

Prime Line Key

Programmable Key

Page Indicator

Line Appearance Keys

Mitel MiVoice 6920 IP Phone User Guide

Call screen

During an incoming or outgoing call and when on an active call, all the essential information regarding

the call is displayed on screen, including the caller’s avatar, name, number, and call duration timer.

The context-sensitive softkeys also change allowing you access to more call handling features (such

as Transfer and Add User during an active call).

Additionally, if the call is on the Prime Line key, the Prime Line key changes to reflect the status

of the line as per the following table.

If the call is on a different line, the applicable line appearance key change to reflect the status of the

line as per the following table.

Icon Description

(Blinking) Indicates the prime line is ringing due to an incoming call.

Indicates the prime line is busy.

(Blinking) Indicates the call on the prime line is on hold.

Icon Description

(Blinking) Indicates the applicable line is ringing due to an incoming call.

Indicates the applicable line is busy.

(Blinking) Indicates the call on the applicable line is on hold.

Conference Softkey

Prime Line Key

Transfer Softkey

Avatar

Call Timer

Caller ID

End Call Softkey

Getting started

UI navigation

UI navigation is performed using the navigation keys located to the right of the softkeys.

There are four directional keys (up, down, left, and right) on the navigation cluster that can be used to

navigate through the various applications and settings menus. The center key acts as a Select button

that is used to set options and perform actions such as dialing out from the Contacts or Call History

applications.

Navigation Keys/

Select Button

Mitel MiVoice 6920 IP Phone User Guide

Customizing your phone

You can customize your phone and view your phone status by pressing the (Settings) key,

opening the Static Settings menu. This menu provides a single location to access all your phone

settings. The following phone settings can be configured through the Static Settings menu:

Icon Option

Status

Language

Voicemail

Call Forward

Config Teleworker

Diagnostics

• Audio Diagnostics

• Ping

• TCP DUMP

• DHCP Trace

Audio

• Ring Tones

• Audio Path

Display

Restart

Notes:

1. The Advanced options are Administrator-level functions only, and are not accessible by the

user. These options should only be set up and changed by your System Administrator.

2. The Log Issue softkey is used to generate a log file that can help Administrators debug issues.

You should only press this softkey when requested by your System Administrator.

Customizing your phone

Using the Static Settings menu

1. Press the (Settings) key on the phone to enter the Static Settings menu.

2. Use the left and right navigation keys to highlight an option and the up and down navigation

keys to scroll through the sub options.

3. Press the Select button or Select softkey to select an option.

4. Use the navigation keys, dialpad keys, and softkeys that display for each setting to make any

applicable changes.

5. Press the Save softkey to save your changes.

6. Press the (Goodbye) key or the Close softkey at any time to exit without saving changes.

Status

The Status settings in the Static Settings menu allows you to view your phone’s:

• Network General Info:

General information regarding your phone’s network settings such as IP address, subnet mask,

gateway, MAC address, call server IP addresses, TFTP server IP address and port, IPA IP

address, and DNS values.

• Network Persistent Data:

The IP addresses for call servers 1 to 4.

• Network DHCP Info:

Information regarding your phone’s Dynamic Host Configuration Protocol (DHCP) status and

T1/T2 renewal times.

• Network Status QoS:

Information regarding Quality of Service (QoS) features such as Virtual LAN (VLAN), Layer 2

Priority (L2P), and Differentiated Services Code Point (DSCP).

• Port Info:

Speed and duplex values for both the LAN and PC ports.

Note: For more information about Advanced options, contact your System Administrator.

Mitel MiVoice 6920 IP Phone User Guide

• Phone Info:

General phone-related information such as model number, hardware and call server revisions,

main firmware version, and boot version.

Note: Press the Copyright softkey to view copyright information.

Customizing your phone

To view the Status menu:

1. Press the (Settings) key on the phone to enter the Static Settings menu.

2. Press the Select button or Select softkey to enter the Status menu.

3. Use the up and down navigation keys to scroll the through the following status items:

• Network General Info

• Network Persistent Data

• Network DHCP Info

Mitel MiVoice 6920 IP Phone User Guide

• Network Static QoS

• Port Info

• Phone Info

4. To view more information on the selected status item, press the right navigation key and press

the down navigation key to scroll through the information.

Language

The Mitel MiVoice 6920 IP phone supports the following languages:

• English

• French

• German

Customizing your phone

• Spanish

• Spanish (Latin America)

• Portuguese

• Portuguese (Brazil)

• Dutch

• Italian

• Romanian

• Russian

• Swedish

• Polish

When you set the language on the phone, all on-screen text (in idle/call screens, static setting menus,

and applications) displays in the selected language.

Notes:

1. All languages may not be available for selection as availability is dependent on the language

files provided by the MiVoice Business call server. Contact your System Administrator for

details on what languages are available in your specific environment.

2. Unofficially supported languages may be available for selection on your phone depending on

the language files available on the MiVoice Business call server. If available, these languages

can be used by selecting Local 1 or Local 2 in the Language menu.

Mitel MiVoice 6920 IP Phone User Guide

To specify the language in which on screen text displays:

1. Press the (Settings) key on the phone to enter the Static Settings menu.

2. Navigate to the Language setting and press the Select button or Select softkey.

3. Press the right navigation key to move to the language selection column.

4. Use the up and down navigation keys to choose the applicable screen language.

5. Press the Save softkey to save your changes.

Call Forward

Call Forward on the Mitel MiVoice 6920 IP phone allows incoming calls to be forwarded to another

destination. You can enable your calls to be forwarded:

• When your phone is busy (individual settings for internal and external incoming calls).

• When you are not answering the phone (individual settings for internal and incoming calls).

• All the time.

You can enable different call forward modes independently. For example, you can set different phone

numbers for Always, Busy Internal, Busy External, No Answer Internal, and No Answer External,

and then turn them on/off individually.

Notes:

1. A Call Forward Always programmable key can be created that allows you quickly enable

Always mode without having to enter the Call Forward settings menu. For more information

on the Call Forward Always programmable key, see “Call Forward Always” on page 38.

2. If voicemail is enabled, call forwarding numbers may already be defined by your System

Administrator.

Customizing your phone

To configure call forward settings:

1. Press the (Settings) key on the phone to enter the Static Settings menu.

2. Navigate to the Call Forward setting and press the Select button or Select softkey.

3. Enter forwarding numbers using the dialpad keys for any of the following states:

• Always:

Immediately forwards all incoming calls to the specified number.

• Busy Internal:

Immediately forwards internal phone calls if your line is busy.

• Busy External:

Immediately forwards external phone calls if your line is busy.

• No Answer Internal:

Forwards internal phone calls after several rings if you don’t answer.

• No Answer External:

Forwards external phone calls after several rings if you don’t answer.

4. Using the up and down navigation keys, move to the checkbox beside the respective call forward

mode you want to enable and press the Select button to turn on the call forward mode.

5. Repeat steps 3 and 4 for all call forward modes you want to enable.

6. Press the Save softkey to save your changes.

Notes:

1. Pressing the down navigation key moves the selection to the next input field. Pressing the

right navigation key moves the selection to the corresponding checkbox.

2. Press the Backspace softkey to delete the last digit entered.

3. Pressing the Copy to All? softkey copies the call forward number of the call forward mode

in focus to every call forward mode. For example, if the cursor is on the Busy Internal field

and the field has a phone number entered, pressing the Copy to All? softkey assigns the

same phone number to all the other modes as well.

Mitel MiVoice 6920 IP Phone User Guide

Audio

The Audio setting on the Mitel MiVoice 6920 IP phone allows you to personalize ring tones, select

the initial audio path used when pressing the (Speaker/Headset) key, and enable or disable

DHSG headset mode.

Ring Tones

There are a total of 20 (10 modern and 10 classic) distinct ring tones available for selection on the

Mitel MiVoice 6920 IP phone. Two different ring tones can be configured for incoming calls from

internal numbers and external numbers.

To configure ringtones for internal and external calls:

1. Press the (Settings) key on the phone to enter the Static Settings menu.

2. Navigate to the Audio > Ring Tones setting and press the Select button or Select softkey.

3. With the Internal Ring setting highlighted press the right navigation key to move to Internal

Ring selection column.

4. Use the up and down navigation keys to scroll through the list and choose the applicable ring

tone.

5. Press the left navigation key and then the down navigation key to highlight the External Ring

setting.

6. With the External Ring setting highlighted press the right navigation key to move to External

Ring selection column.

7. Use the up and down navigation keys to scroll through the list and choose the applicable ring

tone.

8. Press the Save softkey to save your changes.

Customizing your phone

Audio Path

The Mitel MiVoice 6920 IP phone allows you go "handsfree" when handling incoming and outgoing

calls by supporting the use of a headset (USB, analog wired, or DHSG/EHS wireless) or through

speakerphone mode. The Audio Path setting allows you to choose the initial audio path used when

pressing the (Speaker/Headset) key. There are two audio path options that you can select:

To configure the audio path:

1. Press the (Settings) key to enter the Static Settings menu.

2. Navigate to the Audio > Audio Path setting and press the Select button or Select softkey.

3. Use the up and down navigation keys to select the applicable audio path (Speaker or Headset).

4. Press the Save softkey to save your changes.

Audio path Description

Speaker The default setting. When using the handset, pressing the

(Speaker/Headset) key on the phone switches to the speakerphone. Pressing

the (Speaker/Headset) key again switches to the headset (if

connected).When using the speakerphone or headset, lift the handset to switch

to the handset.

Headset When using the handset, pressing the (Speaker/Headset) key on the

phone switches to the headset. Pressing the (Speaker/Headset) key

again switches to the speakerphone.When using the headset or speakerphone,

lift the handset to switch to the handset.

Mitel MiVoice 6920 IP Phone User Guide

Headset

The Headset setting allows you to enable DHSG mode when a DHSG/EHS headset is connected

to the phone.

To enable/disable DHSG headset mode:

1. Press the (Settings) key to enter the Static Settings menu.

2. Navigate to the Audio > Headset setting and press the Select button or Select softkey.

3. Press the right navigation key to move to enable/disable selection column.

4. Use the up and down navigation keys to choose the applicable setting.

5. Press the Save softkey to save your changes.

Customizing your phone

Display

The Display setting allows you to set the following on your phone:

• Brightness Settings:

The Brightness Level setting on the Mitel MiVoice 6920 IP phone allows you to set the amount

of light that illuminates the LCD display.

• Screen Saver Settings:

The Screen Saver Timer setting allows you to configure the amount of time (from 1 to 90

minutes) the phone must be idle before the screen saver starts. When the specified amount of

time expires, a screen saver displaying the date and time and the number of missed calls (if

applicable) is displayed on screen.

The Dimmer Level setting defines how brightly you want the screen to be illuminated when the

screen saver is displayed.

To configure the display settings:

1. Press the (Settings) key on the phone to enter the Static Settings menu.

2. Navigate to the Display setting and press the Select button or Select softkey.

3. Use the left and right navigation keys to increase or decrease the intensity of brightness on the

LCD (valid values are from Levels 1 (darkest) to 5 (brightest).

4. Press the down navigation key to highlight Screen Saver Timer.

Note: Availability of the above display settings is dependent on how your account is configured on

the MiVoice Business call server.

Mitel MiVoice 6920 IP Phone User Guide

5. Enter a value, in minutes, using the dialpad keys. You can set the timer from 1 to 90 minutes.

The default is 5 minutes.

6. Press the down navigation key to highlight Dimmer Level.

7. Use the left and right navigation keys to increase or decrease the intensity of brightness on the

LCD when the screen saver is displayed (valid values are from Levels 0 (LCD off) to 5 (brightest).

8. Press the Save softkey to save your changes.

Config Teleworker

The Mitel MiVoice 6920 IP phone can be configured to work in teleworker mode, which allows remote

workers access to the same rich communications capabilities as in-office workers when using the

IP phones.

The Config Teleworker menu allows you to enter the IP address of the server providing the

teleworker configuration details.

To enter the IP address of the teleworker configuration server on the Mitel MiVoice 6920 IP phone:

1. Press the (Settings) key on the phone to enter the Static Settings menu.

2. Navigate to Config Teleworker using the navigation keys and press the Select softkey.

3. Enter the IP address of the server providing the teleworker configuration details in the IP

Address field using the dialpad keys.

4. Press the Save softkey to save your changes.

Diagnostics

The Diagnostics menu allows you to perform the following diagnostic routines:

• Audio Diagnostics

• Ping

• TCP DUMP

• DHCP Trace

Note: The Backspace softkey can be used to delete the last digit/character entered and the

dot (".") softkey can be used to enter a dot where applicable.

Mitel MiVoice 6920 Config Teleworker

Customizing your phone

Audio Diagnostics

The Audio Diagnostics sub-menu allows you to collect up to 5 minutes of audio log files that can

help to debug audio issues on the Mitel MiVoice 6920 IP phone.

To capture audio diagnostic logs on the Mitel MiVoice 6920 IP phone:

1. Press the (Settings) key on the phone to enter the Static Settings menu.

2. Navigate to Diagnostics > Audio Diagnostics using the navigation keys and press the Select

softkey.

3. In the Timeout input field, enter the amount of time (in minutes from 1 to 5) you would like to

run the audio diagnostic tool for using the dialpad keys.

The IP phone displays "Capturing..." and when the timeout elapses, "Collecting Logs..." is

displayed. When all the logs have been collected, a "Complete..." message is displayed.

To save the audio diagnostic logs to your PC using the Mitel Web UI:

1. Open your web browser and enter the phone’s IP address or host name into the address bar.

2. Enter your username and password and click OK/Login.

The status window displays for the IP phone you are accessing.

Note: Press the Stop softkey at any time to stop capturing the audio diagnostic logs.

Note: The default username is "root" and the default password is "73738".

Mitel MiVoice 6920 Audio Diagnostics

Mitel MiVoice 6920 IP Phone User Guide

3. Click on Diagnostics.

4. Click on the Download Audio Log Files link beside Get Log Files.

5. Save the file to the desired location on your computer.

Ping

The Ping sub-menu allows you to ping a host name or IP address directly from the Mitel MiVoice

6920 IP phone. This tool can be used to verify whether or not network connections between the

Mitel MiVoice 6920 IP phone and other network endpoints are intact.

To use the ping tool on the Mitel MiVoice 6920 phone:

1. Press the (Settings) key on the phone to enter the Static Settings menu.

2. Navigate to Diagnostics > Ping using the navigation keys and press the Select softkey.

Note: For more information on Mitel Web UI features, see the Mitel MiVoice 6900 Series IP

Phones Administrator Guide.

Mitel MiVoice 6920 Ping

Customizing your phone

3. In the input field, enter the host name or IP address of the network endpoint you want to ping

using the dialpad keys.

4. Press the Ping softkey to begin.

The IP phone displays the number of packets sent, the number of packets received, and the

Round-Trip Time (RTT) min/avg/max in milliseconds.

5. In the input field, enter the host name or IP address of the network endpoint you want to ping

using the on-screen keyboard.

6. Tap the Ping softkey to begin.

The IP phone displays the number of packets sent, the number of packets received, and the

Round-Trip Time (RTT) min/avg/max in milliseconds.

TCP DUMP

The TCP DUMP sub-menu allows you to capture TCP network packets for up to 1440 minutes (24

hours) that can in turn be used to help debug and troubleshoot various issues.

To capture TCP network packets on the Mitel MiVoice 6920 IP phone:

1. Press the (Settings) key on the phone to enter the Static Settings menu.

2. Navigate to Diagnostics > TCP DUMP using the navigation keys and press the Select softkey.

3. In the Timeout input field, enter the amount of time (in minutes from 1 to 1440) you would like

to capture TCP network packet data using the dialpad keys.

The IP phone displays "Capturing..." and when the timeout elapses, "Complete..." is displayed.

To save the TCP network packet logs to your PC using the Mitel Web UI:

1. Open your web browser and enter the phone’s IP address or host name into the address bar.

2. Enter your username and password and click OK/Login.

The status window displays for the IP phone you are accessing.

Note: The Backspace softkey can be used to delete the last digit/character entered, the dot

(".") softkey can be used to enter a dot where applicable, and the abc/123 softkey can be

used to switch the dialpad keys from alphabetic to numeric.

Note: Press the Stop softkey at any time to stop capturing the TCP DUMP logs.

Note: The default username is "root" and the default password is "73738".

Mitel MiVoice 6920 TCP DUMP

Mitel MiVoice 6920 IP Phone User Guide

3. Click on Diagnostics.

4. Click on the Download Log Files link beside Get Log Files.

5. Save the file to the desired location on your computer.

DHCP Trace

The DHCP Trace sub-menu allows you to perform a DHCP trace request. You can then review the

parameters that the DHCP trace returns. After you have reviewed the trace information, the DHCP

Lease is released.

To perform a DHCP trace on the on the Mitel MiVoice 6920 IP phone:

1. Press the (Settings) key on the phone to enter the Static Settings menu.

Note: For more information on Mitel Web UI features, see the Mitel MiVoice 6900 Series IP

Phones Administrator Guide.

Customizing your phone

2. Navigate to Diagnostics > DHCP Trace using the navigation keys and press the Select softkey.

The following parameters and associated values are displayed:

• mac_addr:

The MAC address of the IP phone.

• ip addr:

The IP address of the IP phone.

• netmask:

The IP address range local to the IP phone.

• gateway:

The IP address of the network’s gateway or default router IP address.

• dns:

The IP address of the primary DNS server.

• icp:

The IP address of the MiVB call server.

• tftp:

The IP address of the TFTP server.

• http:

The IP address of the HTTP server.

• ipa:

The IP address of the IPA server.

• VLAN:

The VLAN id of the IP phone.

• l2p:

L2P priorities for default, voice, signaling, and other.

• dscp:

DSCP values for default, voice, signaling, and other.

Restart

The Restart setting allows you to restart your phone. You may need to restart your phone if you

have been asked to do so by your System Administrator should you experience any unexpected

behavior.

Mitel MiVoice 6920 DHCP Trace

Mitel MiVoice 6920 IP Phone User Guide

To restart your phone:

1. Press the (Settings) key on the phone to enter the Static Settings menu.

2. Navigate to the Restart option and press the Select button or Select softkey.

3. When the prompt, Restart Phone? appears, navigate to the Yes button and press the Select

button or press the Restart softkey.

If you do not wish to restart your phone, press No or the Cancel softkey.

Note: Your phone will be temporarily out of service during the restart process.

Configuring and using programmable keys

Your Mitel MiVoice 6920 IP phone has six programmable, multi-function, self-labeling keys

allowing

you to program and use up to 18 functions

If enabled by your System Administrator, you can program or edit the following functions on the

programmable keys by pressing and holding the respective programmable key for approximately

four seconds:

Notes:

1. If Mitel M695 Programmable Key Modules (PKMs) are attached to the phone, you can configure

up to an additional 28 keys on each PKM.

2. The Mitel MiVoice 6920 IP phone allows up to three PKMs on each phone. For more information

about PKMs, see “Mitel M695 Programmable Key Module (PKM)” on page 80.

Function Default label

Speed Call N/A

Phone Lock Phone Lock

Call Forward Always Fwd Always

Do Not Disturb DND

Account Code Non Verified Acct Non-Ver

Account Code Verified Acct Verified

Note: Programming keys using the press-and-hold method is dependent on your Class of Service

settings defined for your account on the MiVoice Business call server.

Programmable

Keys

Mitel MiVoice 6920 IP Phone User Guide

Speed Call

The Speed Call key allows you to dial a specified number with one key press. Speed Call keys can

be useful as they can be programmed to dial external numbers, dial directly to another person’s

extension or quickly access features that use feature access codes. You can also transfer calls to

or create conference calls using your Speed Call keys in place of dialing out manually.

To program or edit a Speed Call key:

1. Press and hold the applicable programmable key for four seconds.

2. In the Label Name field, enter a label to apply to the key.

3. Press the down navigation key to move to the Number field and enter a number using the

dialpad keys.

4. (Optional) Press the down navigation key to move to the Private checkbox and press the Select

button to make the key a Private Speed Call key. When a Private Speed Call key is pressed,

the call is considered private and caller ID information is not displayed in the phone’s call history.

5. Press the Save softkey to save the information to the key you selected.

To make a speed call, press the key that you have programmed with Speed Call functionality.

Other Features

Phone Lock

By programming a Phone Lock key you can lock your phone to prevent the phone from being used

or configured. Phone Lock prevents access to all the features on the phone, with the following

exceptions:

• Unlocking the set via a user PIN.

• Hot Desk Login and Logout support.

• Emergency Call Notification support.

Note: If necessary, use the ABC 4 softkey to specify uppercase letters or lowercase letters

when entering the label and use the Backspace softkey to delete the last character/digit entered.

Configuring and using programmable keys

Phone Lock has no effect on incoming calls but restricts outgoing calls, with the following exceptions:

• Calls to emergency trunk routes.

• Local operators.

All hard keys on the device are disabled except for the dialpad and volume keys. All programmable

keys and softkeys are disabled except for the Phone Lock, Hot Desk, and Emergency Notification

feature access keys.

To program a Phone Lock key:

1. Press and hold the applicable programmable key for four seconds.

2. Press the left navigation key to move to the feature category column.

3. Press the down navigation key to highlight Other Features.

4. Press the right navigation key to move to the Other Features selection column.

5. With Phone Lock highlighted, press the Save softkey.

To lock the phone:

1. Press the Phone Lock key.

A "Locked" prompt appears on screen and the Phone Lock key turns light blue indicating the

phone is locked.

To unlock the phone:

1. Press the Phone Lock key again.

2. At the "Enter PIN:" prompt, enter your pin number and press the Enter softkey.

Mitel MiVoice 6920 IP Phone User Guide

Call Forward Always

Programming a Call Forward Always key allows you to quickly enable and disable call forwarding

for all calls on your phone even if you have other call forward modes enabled through your Call

Forward settings menu.

For example, you can enable settings to forward calls to your voicemail when your phone is busy

or unanswered. Then, when you leave your desk, you can quickly enable Call Forward Always to

forward calls to another phone, such as your home phone or cell. After you return to your desk and

disable Call Forwarding Always, the defaults for busy or unanswered conditions remain active.

To program a Call Forward Always key:

1. Press and hold the applicable programmable key for four seconds.

2. Press the left navigation key to move to the feature category column.

3. Press the down navigation key to highlight Other Features.

4. Press the right navigation key to move to the Other Features selection column.

5. Navigate to Call Forward Always using the down navigation key.

6. With Call Forward Always highlighted, press the Save softkey.

To enable Call Forward Always:

1. Press the key that you have programmed with Call Forward Always functionality.

When Call Forward Always is enabled, a (Call Forward Always) icon is displayed in the

status bar.

2. If a number is already programmed, press Activate to enable forwarding to the current number

If a number has not been programmed, enter a new destination number and then press the

Activate softkey.

Note: When Call Forward Always is enabled, it takes precedence over all other types of call

forwarding.

Configuring and using programmable keys

To disable Call Forward Always:

1. Press the key that you have programmed with Call Forward Always functionality.

When Call Forward Always is disabled, a (Call Forward Always) icon is removed from

the status bar.

2. Press the Deactivate softkey.

Do Not Disturb

When you program and enable a Do Not Disturb key, callers may get a busy tone and an on-screen

text message indicating that you do not wish to be disturbed, depending on the setting in the System

Administrator Tool.

To program a Do Not Disturb key:

1. Press and hold the applicable programmable key for four seconds.

2. Press the left navigation key to move to the feature category column.

3. Press the down navigation key to highlight Other Features.

4. Press the right navigation key to move to the Other Features selection column.

5. Navigate to Do Not Disturb using the down navigation key.

6. With Do Not Disturb highlighted, press the Save softkey.

To enable Do Not Disturb:

1. Press the key that you have programmed with Do Not Disturb functionality.

When DND is enabled, a (DND) icon is displayed in the status bar and the Do Not Disturb

key turns red.

To disable Do Not Disturb:

1. Press the key that you have programmed with Do Not Disturb functionality.

When DND is disabled, the (DND) icon is removed from the status bar and the Do Not

Disturb key returns to its normal color.

Note: When Call Forward Always is disabled, the default call forwarding settings are active.

Mitel MiVoice 6920 IP Phone User Guide

Account codes

Accounts codes are an effective way of grouping calls together for accounting, auditing, and reporting

purposes. When you tag a call with an account code, the code is picked up in the records generated

by your call server. This allows System Administrators the ability to quickly identify groups of calls,

which can then be used by different departments for organizational and reporting purposes.

The following are the two types of account codes that you can add to a call:

• Account Code Non Verified:

A non-verified account code is one that has not been pre-programmed on your call server.

Non-verified account codes can be used to group a set of calls that has not yet been verified

and pre-programmed on your call server.

• Account Code Verified:

A verified account code is one that has been pre-programmed on your call server by a System

Administrator.

Account Code Non Verified

To program an Account Code Non Verified key:

1. Press and hold the applicable programmable key for four seconds.

2. Press the left navigation key to move to the feature category column.

3. Press the down navigation key to highlight Other Features.

4. Press the right navigation key to move to the Other Features selection column.

5. Navigate to Account Code Non Verified using the down navigation key.

6. With Account Code Non Verified highlighted, press the Save softkey.

To assign a non-verified account code before a call:

1. Press the key that you have programmed with Account Code Non Verified functionality.

2. Enter the digits (up to 12) for the account code using the dialpad keys.

3. Press the # (hash) key.

4. Enter the number you wish to call.

To assign a non-verified account code during a call:

Configuring and using programmable keys

1. While on an active call, press the key that you have programmed with Account Code Non

Verified functionality.

2. Enter the digits (up to 12) for the account code using the dialpad keys.

3. Press the # (hash) key.

Account Code Verified

To program an Account Code Verified key:

1. Press and hold the applicable programmable key for four seconds.

2. Press the left navigation key to move to the feature category column.

3. Press the down navigation key to highlight Other Features.

4. Press the right navigation key to move to the Other Features selection column.

5. Navigate to Account Code Verified using the down navigation key.

6. With Account Code Verified highlighted, press the Save softkey.

To assign a verified account code before a call:

1. Press the key that you have programmed with Account Code Verified functionality.

2. Enter the digits (up to 12) for the account code using the dialpad keys.

3. Press the # (hash) key.

4. Enter the number you wish to call.

To assign a verified account code during a call:

1. While on an active call, press the applicable key that you have programmed with Account Code

Verified functionality.

2. Enter the digits (up to 12) for the account code using the dialpad keys.

3. Press the # (hash) key.

Mitel MiVoice 6920 IP Phone User Guide

Making calls

This section describes ways to make calls on your Mitel MiVoice 6920 IP phone, using your handset,

speakerphone or headset.

Dialing a number

First, take the phone off-hook by:

• Lifting the handset for handset operation, or

• Pressing the (Speaker/Headset) key or Prime Line key for speaker or headset operation.

Your phone must be configured to use the Speaker audio path for speaker operation or Headset

audio path for headset operation.

At the dial tone, enter the number you wish to call. When your party picks up, a timer appears on

your display that records the length of your call.

Alternatively, you can enter the number you wish to call without taking the phone off-hook. This

method of dialing will use the speakerphone or headset audio path depending on the audio path

setting you selected in the Static Settings > Audio > Audio Path menu. For more information, see

the section “Audio Path” on page 25.

If you are unable to make calls within certain area codes, check with your System Administrator for

any toll restrictions placed on your extension that may restrict your access to long distance area

codes or dialing prefixes.

Initiating a callback

The callback feature allows you to be notified when a busy phone becomes free or when a phone

has been used after a no-answer condition was encountered.

To request a callback when the call you initiated is busy or has not answered:

1. Press the Call Me Back softkey.

2. Hang up.

When the party is available, your phone starts ringing, and the display shows the callback ringing

indicator.

To answer a callback when you see the callback ringing indicator:

1. Lift the handset, or press the (Speaker/Headset) key or Prime Line key.

Redialing a number

You can redial the most recently dialed number that is displayed on the Home screen by pressing

the Redial hard key twice or by pressing the Redial softkey.

Pressing the Redial hard key once accesses the Outgoing calls list in the Call History application.

For more information on the Call History application, see “Call History” on page 61.

Note: When dialing, press the Backspace softkey to delete the last digit entered. To cancel the

dialing process, press the End Call softkey or the (Goodbye) key.

Receiving calls

When a call is ringing at your extension, the callers name, number, and avatar (if applicable) display

on the Call screen. Additionally, the Prime Line key icon flashes indicating the incoming call.

Answering an incoming call

To answer an incoming call:

• Lift the handset for handset operation.

• For speakerphone operation, press the (Speaker/Headset) key, or the Prime Line

softkey. Your phone must be configured to use the Speaker audio path.

• For headset operation, press the (Speaker/Headset) key or the answer button on your

headset (if available). Your phone must be configured to use the Headset audio path.

Manually forwarding an incoming call

If call forwarding numbers have been defined for the Always or No Answer states, press the

Forward Call softkey to manually forward an incoming call to the defined number. A common way

of using this feature is to configure call forwarding to forward calls to your voicemail service. You

can then can manually decide whether to answer an incoming call or send the call to voicemail.

Note: The audio path setting you selected in the Static Settings > Audio > Audio Path menu

determines if the call goes to the speakerphone or headset. For more information, see the section

“Audio Path” on page 25.

Notes:

1. The number defined for the Always state has precedence over the numbers defined for the

No Answer states.

2. For more information on how to configure the Call Forward feature, see the section “Call

Forward” on page 22.

Mitel MiVoice 6920 IP Phone User Guide

Handling calls

When you are connected to a call, you can use hard keys on the phone perform various action such

as placing a call on hold or muting the microphone. Softkeys can also be used to perform actions

such as transferring calls or creating multi-party conference calls.

Placing a call on hold

You can place an active call on hold by pressing the (Hold) key.

To place a call on hold (while on an active call):

1. Press the (Hold) key.

Your applicable Line key flashes the (Hold) icon indicating the call is on hold. To let your

caller know that they are on hold, music plays softly (if this has been set up on your call server).

2. To retrieve a call on hold press the applicable Line key.

Muting the microphone

You can use the (Mute) key to mute the microphone on the handset, headset, or

speakerphone. When you use the (Mute) key on your phone, you cannot be heard on an

active call or on a conference.

To indicate a muted microphone, the LED beside the (Mute) key turns on. To switch mute

on or off, press the (Mute) key.

Note: After a prolonged period of time on hold, the held call may automatically switch to an

incoming call to remind you that the call was on hold.

Note: If you place a muted call on hold, the phone automatically takes the call off mute when you

reconnect to the call.

Handling calls

Transferring a call

There are two types of call transfers that can be performed on the Mitel MiVoice 6920 IP phone:

• Unattended Transfer:

An unattended transfer is when you transfer a call directly to another extension without consulting

with the person receiving the call. To do this, complete the transfer immediately after you have

entered the number. The call goes directly to the extension or outside line to which you

transferred.

• Attended transfer:

You also have the option to consult with the person to which you are transferring the call, before

you complete the transfer. To do this, remain on the line until the receiving party answers the

call. After consulting with the receiving party, you can either complete the transfer or cancel the

transfer to go back to the original call.

To transfer a call:

1. Ensure you are on active call with the party you wish to transfer.

2. Press the Transfer softkey.

The active call is placed on hold.

Mitel MiVoice 6920 IP Phone User Guide

3. Enter the transfer recipient’s number.

4. Press the Transfer softkey or hang up the handset to complete an unattended call transfer

Wait for an answer, consult, and then press the Transfer softkey or hang up the handset to

complete an attended transfer.

Creating a multi-party conference call

The Mitel MiVoice 6920 IP phone supports multiples parties in a conference call.

To create a multi-party conference call:

1. Ensure you are on active call with one of the parties with whom you wish to create a conference.

2. Press the Add User softkey.

The active call is placed on hold.

Handling calls

3. Enter the conference target’s number.

4. Wait for an answer, consult, and then press the Join Calls softkey to create the three-way

conference call.

5. Repeat steps 2 to 4 to add additional parties to the conference.

Notes:

1. Pressing the Trade Calls softkey swaps the active call with the other party currently on

hold.

2. Pressing the Split softkey splits the conference call by placing all callers on hold except

for the initial caller.

Note: If you want to create a conference call with two parties you are already in calls with (on

different line appearances), press the Add Held softkey and press the applicable Line key with the

held call.

Mitel MiVoice 6920 IP Phone User Guide

Ending a conference and transferring remaining parties

The Mitel MiVoice 6920 IP phone allows a host to easily leave a conference call without disrupting

the connection of the other remaining parties.

If you are the host of a conference call and want to leave the conference, press the Leave Call

softkey on the phone. Your phone leaves the conference call but the remaining parties are still

connected together.

Ending calls

To end a call, you first need to connect or reconnect to the call if not already connected (e.g. if your

caller is on hold). With the call connected, place the handset on its cradle, press the End Call softkey,

or press the (Goodbye) key.

Managing calls

The Mitel MiVoice 6920 IP phone has several features that make it easier to manage calls. Three

of the main call management features include the Contacts application, the Call History application,

and Voicemail.

Contacts

The Contacts application is your personal phone book and directory, conveniently stored within your

phone. The Mitel MiVoice 6920 IP phone supports a localized Personal contact folder as well as

enhanced functionality allowing for interoperability with LDAP (Corporate) directories.

General functions

Accessing and navigating the Contacts application

To access and navigate the Contacts application:

1. Press the (Contacts) key.

2. You can view the list of contacts on the right for each respective contact folder by pressing the

up and down navigation keys.

Note: Access to LDAP (Corporate) directories must be set up by your System Administrator.

Note: If any of the folders are empty, a "Directory empty" message displays on screen.

Contacts Key

Mitel MiVoice 6920 IP Phone User Guide

3. Press the right navigation key to move to the contact selection column.

From this column, you can use the up and down navigation keys to scroll through the list of

contacts.

4. From the contact selection column, press the right navigation key to display the contact card

for the selected contact.

5. Press the up and down navigation keys to scroll through the list of numbers.

6. Press the (Goodbye) key, or Close softkey to exit.

Managing calls

Performing a search

Search functionality is applied to your Personal contact folder and your Corporate contact folder if

your corporate directory is configured to be cached.

Pressing on any dialpad key initiates the search. After entering the first few letters of the contact’s

first name or last name and initiating the search, you can then quickly select a contact and perform

the applicable action. Use the following procedure on the phone’s UI to perform a search.

To perform a search:

1. Press the

(Contacts) key.

2. Using the dialpad keys enter in the first letters of the contact’s name and (if required) press the

Search softkey.

Note: If you do not see a number indicating the amount of contacts beside your Corporate

folder, your corporate directory is configured to be non-cached. See “Performing a search on

a non-cached Corporate contact folder” on page 58 if your phone is configured to use a

non-cached corporate directory.

Mitel MiVoice 6920 IP Phone User Guide

3. When matches are found, navigate to the contact entry and perform your desired action.

Dialing from the Contacts application

Dialing can be performed by manually navigating to the contact, selecting a phone number (if the

contact has more than one) and then by picking up the handset, or by pressing the Dial softkey,

Select button or (Speaker/Headset) key.

To dial a contact’s phone number.

1. Press the (Contacts) key.

2. (Optional) Using the dialpad keys input the first letters of the contact’s name to initialize the

search function.

3. Use the navigation keys to highlight the contact you want to call.

4. (Optional) If the contact has multiple phone numbers defined, press the right navigation key to

navigate to the contact card and use the up and down navigation keys to select the phone

number you wish to call.

5. Press the Dial softkey, Select button or (Speaker/Headset) key for speaker or headset

operation

Pickup the handset for handset operation.

Managing calls

Personal folder features

The Personal folder contains the contacts that have been created or copied directly to the phone

using the phone UI.

From the Personal folder you can search for a personal contact, place a call to the selected personal

contact, add new personal contacts, delete all personal contacts, delete individual personal contacts,

or edit existing personal contacts. You can also view contact details (e.g. avatar, name, and numbers)

by navigating to the contact card.

Adding a new contact to your Personal folder

To add a new contact to your Personal folder:

1. Press the (Contacts) key.

2. Press the Add New softkey.

3. Press the right navigation key to move to the First Name input field and enter the first name of

the personal contact using the dialpad keys.

4. (Optional) Press the down navigation key to move the Last Name input field and enter the last

name of the personal contact using the dialpad keys.

5. Press the left navigation key to return to the Name and Number category column.

Mitel MiVoice 6920 IP Phone User Guide

6. Press the down navigation key to select the Number category.

7. With Number highlighted, press the right navigation key to move to the number type tab.

8. Use the left and right navigation keys to switch the type of number to either Work, Home, or

Mobile.

Managing calls

9. Press the down navigation key to move to the number input field and enter the number of the

personal contact using the dialpad keys.

10. (Optional) Press the down navigation key to move to the second number type tab field and

repeat steps 8 and 9 to enter a secondary number.

11. Press the Save softkey to save the contact to your Personal folder.

Editing an existing contact in your Personal folder

To edit an existing contact in your Personal folder:

1. Press the (Contacts) key.

2. (Optional) Using the dialpad keys input the first letters of the contact’s name to initialize the

search function.

3. Use the navigation keys to highlight the contact you want to edit.

Mitel MiVoice 6920 IP Phone User Guide

4. Press the right navigation key to view the contact card for the selected contact and press the

Edit softkey.

5. Use the navigation keys to navigate through the various tabs and fields and edit any information

using the dialpad keys.

6. Press the Save softkey to save your changes.

Deleting all contacts from the Personal folder

1. Press the (Contacts) key.

2. Press the Delete softkey.

A delete all confirmation message appears on screen.

Managing calls

3. Press the Yes softkey to delete all contacts from your Personal folder.

Deleting a contact from the Personal folder

To delete contacts from your Personal folder:

1. Press the (Contacts) key.

2. (Optional) If you want to delete an individual entry, using the dialpad keys input the first letters

of the contact’s name to initialize the search function.

3. Highlight the applicable contact and press the Delete softkey.

A delete confirmation message appears on screen.

4. Press the Yes softkey to delete the selected contact from your Personal folder.

Note: Press the No softkey to cancel the delete process.

Mitel MiVoice 6920 IP Phone User Guide

Corporate folder features

The Corporate folder contains the contacts that are available through your corporate LDAP

directory.

There are two types of corporate directories that can be configured:

1. Cached:

Contacts are cached on the phone and are viewable as a list in the Corporate contact folder

upon entering the Contacts application. You can scroll up and down to view your list of corporate

contacts. Performing a basic search applies to both the Personal and Corporate contacts

folders.

2. Non-cached:

Contacts are not cached on the phone and therefore contacts are not available until you perform

a lookup in the Corporate contact folder. Used for corporate directories with a large amount of

contacts as caching a large amount of contacts could, at times, overload the IP phone.

You can perform all the same functions as the Personal folder from the Corporate folder except

for adding, deleting, and editing entries. In addition to being able to search for a corporate contact,

place a call to the selected corporate contact, and view a corporate contact’s contact card, you can

copy the corporate contact to your Personal folder.

Performing a search on a non-cached Corporate contact folder

To perform a search on a non-cached Corporate contact folder:

1. Press the (Contacts) key.

Notes:

1. Access to corporate directories must be set up by your System Administrator.

2. Updates made to your corporate directory are reflected on your phone only at the

re-synchronization time configured on the MiVoice Business phone system.

Note: See “Performing a search” on page 51 for details on how to perform a search on your cached

Corporate contact folder.

Managing calls

2. Press the down navigation key to select the Corporate folder.

3. Press the Search softkey to enter the search bar.

4. Using the dialpad keys enter in the first letters of the contact’s last name and press the Search

softkey.

5. If matches are found, navigate to the contact entry and perform your desired action.

Note: For non-cached corporate directories, searches are based on the last name of the

contact.

Mitel MiVoice 6920 IP Phone User Guide

Copying a Corporate contact to the Personal folder

To copy a contact in your Corporate folder to your Personal folder:

1. Press the (Contacts) key.

2. For non-cached corporate directories, perform a search as detailed in “Performing a search on

a non-cached Corporate contact folder” on page 58

(Optional) For cached corporate directories, using the dialpad keys input the first letters of the

contact’s name to initialize the search function.

3. Use the navigation keys to highlight the corporate contact you want to copy to your Personal

folder.

4. Press the right navigation key to view the corporate contact’s contact card.

5. Press the Add Contact softkey.

A copy confirmation message is displayed.

Managing calls

Call History

The Call History application is a stored log of all your calls. You can view details of all your outgoing

and received calls as well as any calls that were unanswered or missed. Your telephone logs the

type of call, information regarding the remote party (name, number, and avatar), and the time of the

call.

You can view and delete entries in the Call History as well as copy selected entries to the your

Personal folder in the Contacts application. You can also dial an entry directly from the Call History

application.

The following table identifies and describes the various icons displayed in the Call History

application:

Icon Description

Indicates an incoming call that was not answered (missed).

Indicates an outgoing call (outgoing)

Indicates an incoming call that was answered (received).

Call History Key

Mitel MiVoice 6920 IP Phone User Guide

To access and use the Call History application:

1. Press the (Call History) key.

2. You can view the list of call entries on the right for each respective type of call by pressing the

up and down navigation keys.

3. Press the right navigation key to move to the call entry column.

From this column, you can use the up and down navigation keys to scroll through the call entries.

4. From the call entry column, press the right navigation key to display the individual call details

for the selected call.

5. Press the Dial softkey, Select button or (Speaker/Headset) key for speaker or headset

operation

Pickup the handset for handset operation.

6. Press the (Goodbye) key, or Close softkey to exit.

Deleting entries from the Call History application

You can delete all entries in the Call History application regardless of call type, all entries within a

call type folder, or individual entries.

To delete all entries from the Call History application:

1. Press the (Call History) key.

Note: The call details screen contains the date and time of the call, and the caller ID details.

Managing calls

2. Use the navigation keys to highlight the My Phone call type folder.

3. Press the Delete softkey.

A delete all confirmation message appears on screen.

4. Press the Delete softkey again to delete all entries in the Call History application.

To delete all entries from a call type folder:

1. Press the (Call History) key.

2. Use the navigation keys to highlight the applicable call type folder.

Note: Press the Cancel softkey to cancel the delete process.

Mitel MiVoice 6920 IP Phone User Guide

3. Press the Delete softkey.

A delete all confirmation message appears on screen.

4. Press the Delete softkey again to delete all entries in the selected call type folder.

To delete individual entries from a call type folder:

1. Press the (Call History) key.

2. Use the navigation keys to highlight the applicable call type folder.

3. Press the right navigation key to move to the call entry column.

4. Use up and down navigation keys to highlight the individual call entry.

5. Press the Delete softkey.

A delete confirmation message appears on screen.

Note: Press the Cancel softkey to cancel the delete process.

Managing calls

6. Press the Delete softkey again to delete the individual call entry.

Copying entries to the Personal folder in the Contacts application

To copy a Call History entry to the Personal folder in the Contacts application:

1. Press the (Call History) key.

2. Use the navigation keys to highlight the applicable call type folder.

3. Press the right navigation key to move to the call entry column.

4. Use the navigation keys to highlight the call entry you want to copy to your Personal folder in

your Contacts application.

5. Press the Add Contact softkey.

A copy confirmation message is displayed.

Note: Press the Cancel softkey to cancel the delete process.

Mitel MiVoice 6920 IP Phone User Guide

Missed calls indicator

The Mitel MiVoice 6920 IP phone has a missed calls icon located on the status bar that indicates

the number of calls that went unanswered.

As the number of unanswered calls increment, the information associated with the calls are stored

in the Call History application under the Missed call folder. When the user accesses the Missed

call folder, the missed call indicator on the Home screen is removed.

To view missed call details in Call History application:

1. Press the (Call History) key.

2. Use the navigation keys to highlight the Missed call type folder.

3. Press the right navigation key to move to the call entry column.

4. Use up and down navigation keys to highlight the individual call entry.

5. Press the right navigation key to see more detailed information about the call entry.

6. Press the (Goodbye) key, or Close softkey to exit.

The missed calls indicator on the Home screen is cleared upon exit.

Note: Missed calls are also indicated on the screensaver.

Managing calls

Voicemail

When voicemail functionality is enabled, the MWI LED on the Mitel MiVoice 6920 flashes red and

the (Voicemail) icon displays on the status bar indicating that voicemail messages are available.

You can access your voicemail service by pressing the Voicemail key.

To access your voicemail:

1. Press the (Voicemail) key.

2. (Optional) If your phone is idle, press the More softkey to view the date and time of the last

voicemail message received.

3. If your phone is idle, press the Call softkey.

4. When you are connected to your message center, follow the audio prompts to perform any

applicable actions.

Note: Voicemail functionality must be configured by your System Administrator.

Notes:

1. If the handset is offhook or if the phone is in speakerphone or headset mode, pressing the

(Voicemail) key will call your message center directly.

2. The call to your message center is placed regardless of whether or not a message is

pending.

Note: Pressing the Erase key clears the current message indicators on the phone (i.e. MWI

LED and last voicemail message received history). It does not delete the messages contained

in your voicemail account.

Note: For more detailed information on voicemail features and functionality, see the Mitel MiVoice

Business Voice Mail User Guide.

MWI LED

Voicemail Key

Mitel MiVoice 6920 IP Phone User Guide

Visual voicemail

Visual voicemail allows you to visually interact with your voicemail. Visual voicemail displays an

accurate count of your voicemail messages on the status bar and the screen saver. The count on

the screen saver is a total of missed calls and voicemail messages.

Visual voicemail by default, selects New and displays new voicemail messages in Bold font. Urgent

voicemail messages are indicated by a Red exclamation point.

Enable voicemail application

To enable voicemail application:

Note: Visual voicemail functionality must be configured by your System Administrator.

Note: If you have subscribed to NuPoint visual voicemail, the message count is not supported.

Voicemail and missed calls

count on screen saver

Voicemail count on status bar

Managing calls

1. Press the (Settings) key on the phone to enter the Static Settings menu.

2. Navigate to Voicemail using the left navigation key and then press the Select softkey.

3. Press the Select button to select the key opens Voicemail App checkbox.

4. Press the Save softkey.

Log into your voicemail

To log into your voicemail:

1. Press the (Voicemail) key.

Note: For security reasons, the password can be enabled only from the user login screen.

Mitel MiVoice 6920 IP Phone User Guide

2. In the Passcode field, enter the passcode.

3. (Optional) Press the down navigation key and press the Select button to select the Remember

passcode checkbox.

4. Press the Login softkey to log into your voicemail.

Log out of your voicemail

To log out of your voicemail:

1. Press the Logout softkey.

Play a voicemail

To play a voicemail:

1. Log into your voicemail.

2. Use the up and down navigation keys to choose one of the following:

• All - Displays all voicemail messages.

• New - Displays new voicemail messages.

Note: If Remember passcode checkbox is selected, the phone stores your passcode and

launches your voicemail without having to enter your passcode each time you log into your

voicemail.

Note: After five minutes of inactivity, you are automatically logged out of your mailbox and the

Voicemail application closes. When you close the Voicemail application, you are not automatically

logged out of your mailbox.

Managing calls

• Recorded - Displays recorded voicemail messages.

3. Press the right navigation key and then use the up and down navigations keys to choose the

voicemail message you want to play.

4. Press the Select button to play the voicemail.

Dial a voicemail

To dial a voicemail:

1. Log into your voicemail.

2. Use the up and down navigation keys to choose one of the following:

• All - Displays all voicemail messages.

• New - Displays new voicemail messages.

Notes:

• If your voicemail system is on EMEM, then use Replay, Backward, Forward, and Cancel

softkeys to control the audio of the voicemail.

• If your voicemail system is on NuPoint Unified Messaging, then pressing the Select button will

pause or stop the voicemail audio. Use the Cancel softkey to cancel the operation.

Urgent

New

Mitel MiVoice 6920 IP Phone User Guide

• Recorded - Displays recorded voicemail messages.

3. Press the right navigation key and then use the up and down navigations keys to choose the

voicemail you want to dial.

4. Press the Dial softkey to dial the number.

Delete a voicemail

To delete a voicemail:

1. Log into your voicemail.

2. Use the up and down navigation keys to choose one of the following:

• All - Displays all voicemail messages.

• New - Displays new voicemail messages.

• Recorded - Displays recorded voicemail messages.

Urgent

New

Urgent

New

Managing calls

3. Press the right navigation key and then use the up and down navigations keys to choose the

voicemail message you want to delete.

4. Press the Delete softkey.

A delete confirmation message appears on screen.

5. Press the Delete softkey to delete the voicemail.

Save a voicemail

Visual voicemail automatically saves played voicemail messages in the All folder.

Send voicemail to a number

To send a voicemail to a number:

1. Log into your voicemail.

2. Use the up and down navigation keys to choose one of the following:

• All - Displays all voicemail messages.

• New - Displays new voicemail messages.

• Recorded - Displays recorded voicemail messages.

Urgent

New

Mitel MiVoice 6920 IP Phone User Guide

3. Press the right navigation key and then use the up and down navigations keys to choose the

voicemail message you want to send.

4. Press the Send To softkey.

5. In the Number field, enter the number.

6. Press the Send softkey to send the voicemail to the number.

A confirmation message appears on screen.

Additional features

The following features are available using feature keys only if your System Administrator has defined

a programmable key or softkey with the respective functionality on your phone.

When configured on a programmable key, icons are displayed beside the label indicating type of

functionality. When a generic ON/OFF icon or a custom ON/OFF icon (such as those displayed for

DND, Make Busy, Phone Lock, Call Fwd Always, Night Service, and Record a Call) is displayed,

the key acts as a toggle to enable and disable the respective feature. If no icon s displayed beside

the key’s label, the feature either requires user input or is used to convey information.

For detailed information on how to use any of the following features, please contact your System

Administrator.

Feature Description Icons Type

Account Code

NonVerified

Non-verified Account Codes let you enter

codes on the SMDR record for billing

and/or call management.

Non-Toggle

Account Code

Verified

Verified Account Codes let you access

features that are not normally available at

a station. You enter Verified Account

Codes before making a call to change the

COS and COR at any station. When you

hang up, the station returns to normal.

Non-Toggle

ACD Automatic Call Distribution (ACD)

functionality allows call centers to process

incoming calls based on a number of

customizable parameters.

Non-Toggle

Auto Answer Auto-Answer lets you automatically

answer calls that ring your Prime line.

Toggle ON/OFF

Call Fwd Always Call Fwd Always is used to redirect all

incoming calls to an alternate number.

Toggle ON/OFF

Call Fwd Busy Call Fwd Busy is used to redirect both

incoming internal and external calls to an

alternate number when your phone is

busy.

Toggle ON/OFF

Call Fwd Busy

External

Call Fwd Busy External is used to redirect

incoming external calls to an alternate

number when your phone is busy.

Toggle ON/OFF

Call Fwd Busy

Internal

Call Fwd Busy Internal is used to redirect

incoming internal calls to an alternate

number when your phone is busy.

Toggle ON/OFF

Call Fwd No Ans.

External

Call Fwd No Ans. External is used to

redirect incoming external calls to an

alternate number when you do not

answer.

Toggle ON/OFF

Mitel MiVoice 6920 IP Phone User Guide

Call Fwd No Ans.

Internal

Call Fwd No Ans. Internal is used to

redirect incoming internal calls to an

alternate number when you do not

answer.

Toggle ON/OFF

Call Fwd No Answer Call Fwd No Answer is used to redirect

both incoming internal and external calls

to an alternate number when you do not

answer.

Toggle ON/OFF

Call Park and Call

Park - Retrieve

Call Park allows you to place a call in a

special hold state. You, or someone else,

can then retrieve the call from another

extension in the system by pressing the

Call Park - Retrieve key.

Toggle ON/OFF

Call Pickup Call Pickup lets you answer a call that is

ringing at another station, including an

attendant console.

Toggle ON/OFF

CDE Speedcall This feature allows you to speed dial

telephone numbers that the administrator

has programmed into the system.

Non-Toggle

Direct Page Direct Page allows you to page another

telephone over its built-in speaker, even if

the telephone is in use.

Toggle ON/OFF

Do Not Disturb Do Not Disturb (DND) stops internal calls

from ringing on your phone and returns

busy tone to the caller. DND does not

stop external calls from ringing nor does it

affect your ability to make calls.

Toggle ON/OFF

DSS/Busy Lamp You can use the Busy Lamp Field feature

to monitor the status of single-line sets,

single-member lines, key system lines,

multicall Broadcast Groups, and Hot Desk

users.

Line States Non-Toggle

Emergency Call The Emergency Call Notification key

allows you receive emergency call

notifications. Pressing the key allows you

to view the caller's directory number,

special instructions that are programmed

for the DN in the Comments field of the

CESID Assignment form, and the date

and time of the call.

Toggle ON/OFF

Group Listen With Group Listen, you can carry on a

conversation using the handset or

headset while allowing others nearby to

listen to the person at the far end over the

handsfree speaker.

Toggle ON/OFF

Feature Description Icons Type

Additional features

Group Park Group Park allows you to place a call in a

special hold state. You, or someone else,

can then retrieve the call from another

extension in the system. Group Park uses

a single feature key to both park and

retrieve calls. Any telephone programmed

with the same Group Park key can

retrieve the call.

Toggle ON/OFF

Group Presence Group Presence allows members of call

groups (Hunt, ACD, Ring, Personal Ring,

and Multi-device User) to make

themselves absent or present in a group.

Only members who are present in a

group are offered calls to that group.

Toggle ON/OFF

Handoff The Handoff feature for Personal Ring

Groups (PRGs) allows calls to be

"Pushed" or "Pulled" between group

member devices. A Push passes the call

to the group, where it can be answered by

any other present group device. A Pull

takes an in-progress call away from

another member.

Toggle ON/OFF

Key System Key System Groups let multiple

telephones share the same extension

number. Incoming calls ring all of the idle

stations, and the stations stop ringing

when one member answers the call. Only

one member of a Key System Group can

use the line at one time.

Line States Non-Toggle

Make Busy The Make Busy feature ensures an ACD

extension does not receive ACD calls

when the agent is unavailable. The ACD

extension remains in the Make Busy state

until an agent deactivates it.

Toggle ON/OFF

Meet Me Answer Meet-Me Answer lets you respond to a

Group Page that you missed, even if you

do not know the identity or location of the

person that paged you.

Non-Toggle

Message Waiting

Indication

Keys can be programmed as message

waiting indicators which are associated

with the mailboxes of other stations. The

indicator flashes when a message is

waiting in the associated mailbox. This

allows you to look at the phone and

recognize which mailboxes have

messages.

Toggle ON/OFF

Feature Description Icons Type

Mitel MiVoice 6920 IP Phone User Guide

Multicall Multicall Groups let multiple telephones

share the same extension number.

Incoming calls ring all of the idle stations,

and the stations stop ringing when one

member answers the call. A Multicall

group allows more than one group

member to use the line at the same time.

Line States Non-Toggle

Night Answer Night Answer lets you send your calls to

another location when the system is in

Night Service.

Toggle ON/OFF

Night Service

Indication

Night Service switches the system from

day service to night service and vice

versa. When the system is placed into

night service (usually at the end of the

workday) incoming external calls ring at

an extension(s) selected by the

Administrator.

Toggle ON/OFF

Paging Paging lets you connect to loudspeaker

or paging equipment to make an

announcement. You can access

individual paging zones or all paging

zones simultaneously. A one-way

connection is established for "All Zones"

paging. A two-way connection is

established for "Individual Zones"

loudspeaker page.

Toggle ON/OFF

Personal Presence Personal Presence lets you choose which

of your personal answer points you want

to receive your calls at.

Toggle ON/OFF

Phone Lock The Phone Lock feature locks a set,

preventing access to the majority of

features, with the following exceptions:

unlocking the set via a user PIN, Hot

Desk Login and Logout support, and

Emergency Call Notification support.

Phone Lock has no effect on incoming

calls but restricts outgoing calls, with the

following exceptions: calls to emergency

trunk routes and local operators.

Toggle ON/OFF

Privacy Release Privacy Release allows members of a

Key System Group to disable automatic

call privacy protection to allow another

member of the group to join the call.

When a new member enters the call the

original members receive a conference

tone and the privacy feature is restored.

Toggle ON/OFF

Record a Call Record-a-Call (RAC) allows extension

users to record a two-party call when one

party is connected to a trunk. The

recorded conversation is stored in the

users' voice mail mailbox.

Toggle ON/OFF

(and Pause)

Feature Description Icons Type

Additional features

Secretarial A DSS key provisioned with the

"secretarial" option allows you to perform

a transfer to the associated device or

directory number.

Line States Non-Toggle

Single Line The Single Line feature is used to set the

prime line as a single line, whereby it is

dedicated to one phone only.

Line States Non-Toggle

Specific Group Alert A Specific Group Alert key normally

appears only on an ACD supervisor's

telephone. Each Specific Group Alert key

allows the supervisor to obtain queue

status information for a specific agent skill

group. A supervisor's telephone may

have several Specific Group Alert keys.

Non-Toggle

Superkey Superkey programming allows for easy

access to telephone system features and

feature-set customization.

Non-Toggle

Tag Call Tag Call allows phone users to signal that

they are the victim of a malicious call.

This Malicious Call Indication is logged as

an SMDR record.

Non-Toggle

User Speedcall User Speedcall keys allow you to store

external numbers under feature keys for

faster dialing. You can press a Speed Call

Key to dial a phone number or, during a

call, to outpulse DTMF tones.

Non-Toggle

User Speedcall -

Private

A private User Speedcall is a User

Speedcall that is considered private,

whereby Caller ID information is not

displayed in the phone’s call history.

Non-Toggle

Feature Description Icons Type

Mitel MiVoice 6920 IP Phone User Guide

Accessory support

Mitel M695 Programmable Key Module (PKM)

Up to three Mitel M695 PKMs can be attached to the right of the Mitel MiVoice 6920 IP phone

providing you with 84 additional programmable keys (28 keys per PKM).

The Mitel M695 PKM features a 4.3” 480x272 pixel color backlit LCD display that provides a unified

graphical user experience with the Mitel MiVoice 6920 IP phone.

The Mitel M695 PKM supports the same programmable key functions as the Mitel MiVoice 6930 IP

phone. The programmable keys can only be programmed by your System Administrator.

Notes:

1. Use a IEEE 802.3at compliant PoE L2 Switch, IEEE 802.2at Inline Power Injector, or an AC

to DC Adapter to power the Mitel MiVoice 6920 IP phone.

2. For information how to install your Mitel M695 PKM, see the Mitel M695 PKM Installation Guide.

Accessory support

Mitel Wireless LAN Adapter

The Mitel Wireless LAN Adapter is a wireless bridge that can add wireless connectivity functionality

to your Mitel MiVoice 6920 IP phone. It allows your Ethernet-enabled phone to join a secure,

high-speed network. It is software transparent meaning no changes to drivers, management tools,

or applications are needed.

Feature highlights include:

• Easily add robust, secure wireless capabilities to Ethernet devices:

The Mitel Wireless LAN Adapter is a high-performance wireless network adapter which enables

any Ethernet device to become an 802.11a/b/g/n dual band wireless network device, giving you

freedom to place it anywhere in your facility.

• Dual band IEEE 802.11a/b/g/n support:

The Mitel Wireless LAN Adapter is designed to communicate in the 2.4 GHz and 5 GHz bands.

Radio interference in the commonly used 2.4 GHz band can be avoided by utilizing 5 GHz.

• Gigabit Ethernet support:

The wired LAN port supports 10/100/1000BASE-T (auto-recognition).

• Simple to setup and use:

The Mitel Wireless LAN Adapter is easy to set up using the enclosed network setup cable. No

special drivers or software are required.

• Enterprise security:

The Mitel Wireless LAN Adapter supports the following security functions:

• WEP (64 Bit/128 Bit)

• WPA-PSK (TKIP/AES)

• WPA2-PSK (AES)

• IEEE 802.1X EAP-PEAP, EAP-TLS, EAP-TTLS, EAP-FAST, EAP-LEAP

Note: For information how to install and set up your Mitel Wireless LAN Adapter, see the Mitel

Wireless LAN Adapter Setup Guide.

Mitel MiVoice 6920 IP Phone User Guide

Analog, DHSG/EHS, and USB headsets

The Mitel MiVoice 6920 IP phone accepts analog and DHSG/EHS headsets through the modular

RJ22/RJ45 port on the back of the phone or USB headsets through the USB port.

Contact your telephone equipment retailer or distributor to purchase a compatible headset.

To make and receive calls using a headset:

1. Ensure that you have selected the Headset audio path (see “Audio Path” on page 25).

2. Turn the phone over and, depending on the type of headset, locate the headset jack marked f

or the USB port.

a. If you have a USB headset, insert the USB plug into the USB port.

b. If you have a headset with an RJ9/RJ22 4-pin connector, insert the headset cord into the

jack until it clicks into place.

c. If you have a DHSG/EHS headset with an RJ45 6-pin or 8-pin connector, remove the plastic

headset jack adapter and then insert the cord into the jack until it clicks into place.

Notes:

1. The RJ22/R45 headset port is for headset use only. Plugging any other devices into this port

may cause damage to the phone and will void your warranty.

2. Customers should read and observe all safety recommendations contained in headset operating

guides when using any headset.

3. Contact your System Administrator for questions regarding supported headsets or refer to the

MiVoice Business Release 8.0 Release Notes.

4. Headsets connected to the Mitel MiVoice 6920 IP phone are limited in functionality to answering,

ending, and muting calls. Additional headset features (such as rejecting calls) are not supported

and will cause unexpected behavior (e.g. invoking the reject call function will answer instead

of reject).

5. If both an analog (non-DHSG) headset and a USB headset are connected to the phone, the

USB headset will take precedence over the analog headset (i.e. the USB headset will be

functional while the analog headset will not be functional).

6. If both a DHSG headset and a USB headset are connected to the phone and DHSG is enabled,

the DHSG headset will take precedence over the USB headset.

Note: See the Mitel MiVoice 6920 IP Phone Installation Guide for more information.

Limited warranty

Mitel warrants this product against defects and malfunctions in accordance with Mitel's authorized,

written functional specification relating to such products during a one (1) year period from the date

of original purchase (“Warranty Period”). If there is a defect or malfunction, Mitel shall, at its option,

and as the exclusive remedy, either repair or replace the product at no charge, if returned within the

Warranty Period. If replacement parts are used in making repairs, these parts may be refurbished,

or may contain refurbished materials. If it is necessary to replace the product, it may be replaced

with a refurbished product of the same design and color. If it should become necessary to repair or

replace a defective or malfunctioning product under this warranty, the provisions of this warranty

shall apply to the repaired or replaced product until the expiration of ninety (90) days from the date

of pick up, or the date of shipment to you, of the repaired or replacement product, or until the end

of the original Warranty Period, whichever is later. Proof of the original purchase date is to be provided

with all products returned for warranty repairs.

Exclusions

Mitel does not warrant its products to be compatible with the equipment of any particular telephone

company. This warranty does not extend to damage to products resulting from improper installation

or operation, alteration, accident, neglect, abuse, misuse, fire or natural causes such as storms or

floods, after the product is in your possession. Mitel will not accept liability for any damages and/or

long distance charges, which result from unauthorized and/or unlawful use.

Mitel shall not be liable for any incidental or consequential damages, including, but not limited to,

loss, damage or expense directly or indirectly arising from the customer’s use of or inability to use

this product, either separately or in combination with other equipment. This paragraph, however,

shall not apply to consequential damages for injury to the person in the case of products used or

bought for use primarily for personal, family or household purposes.

This warranty sets forth the entire liability and obligations of Mitel with respect to breach of warranty,

and the warranties set forth or limited herein are the sole warranties and are in lieu of all other

warranties, expressed or implied, including warranties or fitness for particular purpose and

merchantability.

Warranty repair services

Should the product fail during the Warranty Period;

• In North America, please call 1-800-574-1611 for further information.

• Outside North America, contact your sales representative for return instructions.

You will be responsible for shipping charges, if any. When you return this product for warranty service,

you must present proof of purchase.

After warranty service

Mitel offers ongoing repair and support for this product. This service provides repair or replacement

of your Mitel product, at Mitel's option, for a fixed charge. You are responsible for all shipping charges.

For further information and shipping instructions:

• In North America, contact our service information number: 1-800-574-1611.

• Outside North America, contact your sales representative.

Note: Repairs to this product may be made only by the manufacturer and its authorized agents,

or by others who are legally authorized. This restriction applies during and after the Warranty

Period. Unauthorized repair will void the warranty.

Corporation. Any reference to third party trademarks are for reference only and Mitel makes no representation of ownership of these marks.

mitel.com