Mitel | New Employee Phone Overview

Mitel information guide for new employees that have been assigned an FVTC extension.

Mitel - Basic Staff

1. Introduction

Welcome to the basic staff phone instructional page. This page contains all the information most staff members will need in order to operate their desk phone, access their voicemail, and utilize MiCollab. If your phone has twinning, softphone, or other mobile features enabled, or if you are registered as an ACD agent, please return to the Mitel overview page and select the appropriate tutorial. To request twinning or other features if you do not currently possess them, please make a request ticket via ServiceDesk.

To request twinning, fill out your name and cell phone number at the following link: Twinning Request

For all other phone requests, please fill out a regular service request at the following link: ServiceDesk Ticket Request

Return to Table of Contents

2. Physical Phone



  1. Programmable Line Keys

    Line control keys. Can be used to control line connections during calls. Can also be programmed as speed dial keys. Up to 18 programmable speed dial keys, a maximum of six per page.

  2. Emergency Button

    When pressed, this button will place a silent call to the emergency line of the campus security department, keeping the receiver muted but the transmitter active. This will allow the security team to listen in to the phone's surroundings without making noise that could alert any potential threatening persons to their awareness of the situation.

  3. Softkeys

    Four state-sensitive softkeys used for navigating menus, logging in, and other activities. The specific action of each key will be displayed on the screen above it and may change depending on the state of the phone.

  4. Navigation/Select

    Mult-directional navigation keys are used to navigate through the phone menu. Press the center button to select menu options and perform various actions.

    On the Home screen, the left and right navigation keys can be used to access the additional pages of programmable keys.

  5. Contacts

    Displays a list of your contacts.

  6. Call History

    Displays a list of missed, outgoing, and received calls.

  7. Voicemail

    Provides access to your voicemail service. Voicemail can also be accessed by dialing extension number 8000.

  1. Settings

    Provides services and options that allow you to customize your phone.

  2. Volume

    Adjusts the volume for the ringer, handset, speaker, and headset.

  3. Keypad

    Used to dial phone numbers, enter PIN numbers, and enter letters in dialogue boxes.

  4. Goodbye

    Ends active calls and used for exiting menus.

  5. Redial

    Displays Call History with a list of outgoing calls only.

  6. Hold

    Places an active call on hold or resumes a call from hold.

  7. Mute

    Mutes/unmutes all outgoing audio from headset, handset, or speaker.

  8. Speaker/Headset

    Toggles the phone's audio between speaker and headset/handset.

Basic Call Handling

Making a call

  1. Lift the handset or press the Speaker/Headset key, and dial the number. For an internal extension, dial the four digit number. For all local or long distance calls, press 9 for an outside line then dial the 10 digit area code and number. There is no need to dial a 1 for long distance.

Ending a call

Place the handset back in its cradle, press the End Call softkey, or press the Goodbye key.

Answering a call

Lift the handset or press the Speaker/Headset key for hands-free operation.


Press the Mute key while on an active call to mute the microphone for your handset, headset, or speaker. Press the Mute key again to unmute the audio.

Holding and resuming

  1. To place an active call on hold, press the Hold key. A pause (hold) icon flashes on the respective Line key.

  2. To resume the call, press the Hold key again or press the respective Line key.

Important Dialing Information

Local Number     9 + Area Code + Number Long Distance     9 + Area Code + Number

Emergency   911   or   9 + 911

User Interface (UI) Overview

Home Screen

The Home (default) screen is displayed when the phone is in the idle state. The Home screen displays status indicators, user directory number, avatar, last dialed number, time, date, and list of programmable softkeys.


Call Screen

When on an active call, caller's avatar, name, number, and call duration timer is displayed. The context-sensitive softkeys are updated with applicable call handling features.




The Contacts application stores personal phone book and directory. All Mitel desk phones support a localized Personal directory when contacts are added manually.


Making a Call using the Contacts Application

  1. Press the Contacts key to access the Contacts application.

  2. Navigate to the respective contacts folder and scroll through the contacts by using the navigation keys.


    Enter characters using the keypad and press the Search softkey to use the search feature.

  3. When the applicable contact is highlighted, press the Select button or Dial softkey to place a call using the entry's default phone number.


    To place a call to a different phone number defined for the entry (for example, a mobile number), press the right navigation key, highlight the phone number you want to call using the up or down navigation keys, and press the Select button or Dial softkey.

Call History

The Call History application displays a list of your missed, outgoing and received calls as well as My Mobile and Missed calls. You can view, delete and dial out to call history entries as well as copy entries to the Contacts application.


Using the Call History Application

    1. Press the Call History key to access the Call History application.

    2. Scroll through the lists by using the navigation keys. To view additional entry details, press the Right navigation key when the entry is highlighted.

    3. Press the Select button or Dial softkey to place a call to the respective entry.


      Press the Add Contact softkey to copy the entry to your Contacts application.


      Press the Delete softkey to delete the entry from your Call History.


When voicemail functionality is enabled, the Message Waiting Indicator LED on the top right of the desk phone 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 or dial 8000.

Advanced Call Handling

The Mitel phones provides a method for transferring calls through theTransfersoftkey.

Transferring 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.

  3. Enter the transfer recipient's number.

  4. For Unattended transfers, press the Transfer softkey or hang up and your caller will be transferred immediately.

  5. For Attended transfers, wait for an answer, consult, and then press the Transfer softkey to transfer the call.


To transfer a caller directly to a mailbox:

    1. Press Voicemail key (caller is on hold)

    2. Enter Mailbox number (Extension)

    3. Hang up

Creating a Multi-Party Conference Call

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

  1. Press the Add User softkey. The active call is placed on hold.

  2. Enter the conference target's number.

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

Repeat steps 2 to 4 to add an additional party (maximum of seven participants) to the conference.

Customize Your Phone

Press the Settings key. Navigate to Display, Audio - Ringtones, or Audio - Audio Path to adjust your phone's display brightness, ringtones, and speaker headset key, respectively. Use the navigation circle to make selections and press save.

When customizing your Speaker/Headset key in Audio Paths: Select Headset to enable Headset operation when this button is pressed (A second press enables Speaker operation). Select Speaker to enable Speaker operation when this button is pressed (A second press enables Headset operation).

Speed Call Programmable Key Configuration

A Speed Call allows you to dial a specified number with one key press. Speed Call keys can be useful as they can be programmed to dial directly to an internal or external number 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.

Note: Configuring a programmable key using the press-and-hold method is only available if enabled by your System Administrator.

Programming a Speed Call Key

    1. Press and hold the applicable programmable key (for 0-5 seconds) until the Label Name field is displayed.

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

      Note: Use the ABC softkey to specify uppercase letters or lowercase letters when entering the label.

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

Note: For easier programming of keys, please create a ServiceDesk ticket with the keys you would like updated.  Keys can be remotely programmed by Administrator.

Return to Table of Contents

3. MiCollab Installation and Initial Setup

1. Once your phone number has been assigned, you will receive an email similar to this one.


Once the email appears in your staff Outlook inbox, click on the highlighted link to open the MiCollab Client.

2. When the link is clicked, a new tab will open in your web browser containing the following message box:


Click “Open MiCollab.”

3. The MiCollab Client will open. On the license screen, click “Accept.”


4. On the next screen, the authorization code should be automatically entered and applied. If it is not, copy it from the email you received, paste it into the text box, and click “Apply.”


5. On the password screen, enter your FVTC password and click “Apply.”


6. If the MiCollab client requires an update, click “Yes” to install the update.


7. Wait for the MiCollab installer to appear. Proceed through the installation, clicking “Next” when necessary. When the license agreement window appears, check the box next to “I accept the terms in the License Agreement” and click “Install.” If the installation fails or requires administrative permissions, please contact the help desk.


8. When the installation completes, ensure the box next to “Launch MiCollab now” is checked and click “Finish.” This should open the MiCollab client; if not, search for it in the Start Menu and start the program.


9. Once the program has launched, click “Ok” on the Client Update notification.


10. Click the X in the top right corner of the “What’s New on MiCollab” screen (Do not close the MiCollab client).


11. Fully read the warning regarding emergency calls. Click “Ok.”


12. Once the homepage appears, the MiCollab client is installed and ready for use.


13. If desired, it can be expanded into a full-sized application by clicking the box in the top right.


Return to Table of Contents

4. MiCollab

MiCollab is a program designed to manage your phone from your desktop PC. It can be used to view and edit contacts, manage status and availability, view call history, access voicemail, and even make phone calls from your PC if your account has been configured to do so.

Return to Table of Contents

5. Voicemail

Voicemails can be accessed by multiple methods. 

  • An audio file of a new voicemail message will appear in your Outlook email inbox.  Deleting the email will also delete the message from the phone system. 
  • Messages can be listened to on your MiCollab client.
  • Messages can be listened to on your deskphone by pressing the voicemail button or dialing 8000.
  • Messages and greetings can be managed on your PC via a Chrome browser web login page called the MiCollab End User Portal. 

Mitel End User Portal

  1. Open a web browser (Chrome) and go to

  2. Log in with your FVTC username and password.

  3. On the left panel, you will see “Mailbox ####” with your extension number.

  4. Click on Mailbox ####.

  5. There are five tab options at the top of the screen.

  6. Click on the “Greetings” tab.

  7. Select a greeting by checking the box next to the Greeting #

  8. You can change the name of a greeting for easier management. Check the box next to it and click rename. You can create easily selectable greetings such as Standard, Vacation, Conference, etc. Spaces are not allowed in greeting names.

  9. You can record greetings using your desk phone and web portal together.

  10. Click the record button

  11. A pop up window will open saying it is waiting for your call. Press the voicemail key or dial 8000 on your desk phone. There will not be an audible ring, but you will see the record button in the pop up window become active when the call connects.

  12. From off site, dial 920-225-5959, wait for Brent’s voice and press *. Wait for automated voice, enter mailbox number and press *. You will see the pop up box message change to show it is connected to the call.

  13. You can now press the record button on the pop up window to start recording the new message and stop and save the message.

  14. This will allow you to have up to four pre-recorded messages to choose from.

  15. To select the message you want callers to hear, click the drop down box next to “Active Greeting” and pick the greeting to use. Then click Activate Greeting.

Return to Table of Contents

Keywordsmitel   Doc ID111857
OwnerAndrew S.GroupFVTC
Created2021-06-22 08:57:01Updated2023-07-14 11:03:47
SitesFox Valley Technical College
Feedback  0   0