Mitel 3000communications system

GD

596_

1994

Programming scenario is thisUse the AA to answer calls either when the receptionist is busy or for all calls (e.g. out of hours) the most common greeting heard by the caller might be:

Thank you for calling ABC company we are currently handling other calls at this time.If you know your parties extension please press it now or press 1 for sales, press 2 forservice or press pound (#) for a company directory.

Step 1.Turning on the Auto Attendant (AA) Go to Line Programming and then to Incoming

Ringing. Under Day Call Answer and and NightCall Answer turn on AA for each incoming lineyou want it on. Do this by clicking on where itsays off and changing to auto attendant.

Step 2.Select Lines and Incoming Ringing On the same screen click on Ring Group 1 under

Day Incoming Ringing and select the extension(s)or group you want to answer the call by defaultall groups have extension 20 within the groupand group 1 has the first eight extensions (20to 27) by default. Ring Groups are accessedbackwards, for example if the caller presses1 they will reach Group 20; press 2 andreach Group 19 etc.

Create additional groups as required for Sales (20), Service (19), Marketing (18), etc. (see below)

Caller can dial single digits to access groups as follows

Digit Group

#1 20 Sales#2 19 Service#3 18 Marketingand so on to#9 12

Programming Auto Attendant (AA) on the Mitel 3000 communications system

Mitel 3000communications system

Step 3.Creating the Groups Go to System Programming and under Group Programming

select required group e.g. 20 and add in the extensions youwant to be part of the sales group. Keep in mind that anextension can be part of more than one group. So in ourscenario you would put the extensions of sales people intogroup 20. Select the extensions and add to the group. This iswhere you also want to type in the group name (i.e. Sales).

You select the type of hunt group you want to use bygoing to System Programming, Group Programming andclicking on Ring Group and change to the type of huntgroup ringing youd like to have linear, circular orlongest idle.

Scroll over to the Voice Box Enabled and click the box toturn it on if you want a mailbox for the group. Note: A group mailbox can be Information Only. If you were to use aninformation only mailbox for giving out information as to hours ofoperation, directions, etc., the caller will hear the message twice and ifthey dont press an extension they will be disconnected. You shouldrecord a greeting that ends by saying please press 0 for an operator.

Under Group Forward on Busy and Group Forward on No Answer insert the number 710 (this isthe system voice mail extension) if you want it to forward to voice mail on busy and no answer.You also have the option of forwarding to different locations on busy and no answer (i.e. Whenbusy forward to 20 would redirect to operator and on no answer to 710 to voice mail.

Now when the caller dials 1 they will get the extensions in group 20 to ring and if they have to leave amessage it will be a group message for Sales (Group 20) and will be left in the Group Mailbox.Note: Its not recommended to use the all calls to voice mail feature as the caller will not reach a live person but go directlyto voice mail.

Definition of Group TypesHunt Groups: Linear: When calls are presented to the first available extension in the group. Circular: When calls are always presented to the next available extension in the group. Longest Idle: When calls are presented so that they are even distributed to all extensions in the group.

Calls are presented to the free extension with the longest time interval after handling an incoming call.

Ring Groups:When calls are presented to a group of extensions or a single extension within a group.

Mitel 3000communications system

Step 4.Timers Go to System Programming and User Timers. Dont change

Dial Timers this is the amount of time the system willwait between digits before dialing an extension and if youmake it too short the system will not recognize a 2 digitextension number.

Under Auto Attendant Start Day and Night Timers anythingset for 5 seconds or less means the call will be automaticallybe picked up by the AA without ringing an extension.

Under Hunt Group Timers you can do the same. This is thetime a call will ring an extension in a hunt group before it isforwarded to the next extension in that group. This is onlynecessary if Hunt Groups are set up.Note: A ring cycle is 6 seconds so if you want the call to ring into the office or receptionist for 3 rings before being picked up by the AA set the timer at 18.

Step 5.Recording AA Greetings Go to the programming phone (by default this is extension 20) and hit the programming key, scroll

to System Programming, enter the pass code and scroll to System, then scroll to Change Greetingsthen select Auto Attendant Day and record a greeting then select Auto Attendant Night and recordanother greeting. From this point you can also customize / change the Courtesy Service (Day andNight) this customization can only be done when the system is fitted with voice mail.

Recording Group, Phantom and Extension Greetings On any telephone within the group select the Message key and select Voice Mail then scroll to

Other for Group or Phantom mailboxes. You now have the option to record greetings for Groupsand Phantom Mailboxes.

Mitel 3000communications system

Step 6.Turning on AA Automatically Go to System and Systemwide Settings in the software and

select Night Service 1 Start and Night Service 1 Endand enter the hour and minute you want the system to gotinto Night Service. This includes the AA automatically startand stop times.Note: Do not select the box Activate Night Service as this will manuallyset the system into Night Mode.

The Night Service 2 Start and Night Service 2 End timesare used for breaks in the middle of the day like lunch.

Selecting Weekend Service ensures that if Night Service isactivated on a Friday evening, the system remains in nightservice until Monday morning.Note: There is no calendar function to accommodate for Holidays.

Step 7.Turning on AA Manually (turn on night service) At extension 20, from the idle menu press the scroll down key until Night Service is

displayed and select it. When this service is activated Night appears on the display of alldigital system sets.

On extension 20 only, a menu key option will be shown as Cancel Night Service. When thisbutton is pressed, night services will be deactivated.

This method is easy to use and comes in handy when the customer does not have a specificclose time and wants to receive calls while theyre working late or want to control night servicethrough Holidays.