Mitel 5320e IP Phone Troubleshooting Manual | Comprehensive Guide

Troubleshooting

Troubleshooting Tips

The following table includes troubleshooting tips for phone and system features.

Note: You can often correct problems that you may be experiencing by resetting the IP phone to the default settings. See “Resetting the IP Phone to the Default Settings” on page 39.

Problem	Possible Solution

The IP phone is not working properly.	Contact your system administrator.

I cannot use one or more of the features	The feature may not be enabled. Contact your system
described in this guide.	administrator for more information.
I cannot program System Speed-Dial	Your system administrator programs System Speed Dial
numbers.	numbers.

I cannot change the time and date on the	Your system administrator programs the time and date.
phone display.	Contact your system administrator if you notice that the date
	and time are incorrect.
I am experiencing audio problems on my	Contact your system administrator if you are having audio
phone such as echo, distorted sound, or	problems.
choppiness.

The name on the display is incorrect.	Your system administrator assigns display names.
I cannot use the local telephone	Rather than pressing the Outgoing button or 8 to access an
company star codes (for example, *82,	outside line, you must dial a Select Line Group number
*69) when I press the Outgoing button	before you can use the star codes. For example, if your
or use the Outgoing Call access code (8	system is using the default Select Line Group numbers, dial
is the default code) when calling an	92001 to access that line. After you have dial tone, you can
external number.	dial the star code and the number.

I cannot use the Agent Help, Record-a-	If your system uses Peer-to-Peer (P2P) audio, you cannot
Call, or Station Monitor feature.	use these features when you are on a P2P call. Contact your
	system administrator for more information.
I cannot program a Station Speed Dial	Before assigning the speed-dial number to a programmable
number to the button I want.	button, you must store the number with either a Station
	Speed-Dial bin.

When I try to use the Dynamic Extension	The NO CALL TO HANDOFF display indicates that the call
Express – Handoff feature (388), the	cannot be handed off because one of the following may have
display shows NO CALL TO HANDOFF.	occurred:
	• You tried to use the Handoff feature on a call that has not
	been routed by Dynamic Extension Express.
	• You tried to use the Handoff feature on a call that the
	system has not yet recognized as a valid call.
	• You tried to use the Handoff feature on an unsupported
	extension. The Handoff feature is supported on your main
	extension only.
	• You tried to use the Handoff feature on a phantom
	extension. The Handoff feature is not supported on
	phantom extensions.
	• You entered the handoff feature code at the exact time the
	other party on the call disconnected.
	• The call was terminated for some reason.

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Mitel 5320e manual Troubleshooting Tips, 111, Problem Possible Solution

Contents

Communications Platform CP Page Iii Table of Contents Mitel 5320e/5330e/5340e User Guide Answering and Placing Calls Call Features Messages Vii Hunt Groups Viii Chapter Mitel 5320e/5330e/5340e User Guide Getting Started Welcome About Your IP Phone 5320e/5330e IP Phone Features 5330e IP Phone Handset 5340e IP Phone FeaturesPhone Feature Descriptions Speaker Ring/Message IndicatorFeature Buttons Display Programmable Buttons Dialpad Buttons External Speaker Menu Buttons 5340e IP Phones onlyNavigation Page Buttons Comfort and Safety Tips Phone Signals To view system information Viewing the Phone Information To connect and activate the headset Using a Headset Turning the Conference Unit On and Off Using the 5310 IP Conference UnitAccessing/Exiting the Conference Controller Application Muting the Conference Unit Adjusting the Conference Unit VolumePlacing the Conference Unit in Presentation Mode To enable/disable Presentation Mode Using the Line Interface Module LIM To end a current call when an incoming analog call arrives Making and Answering Calls Using the Analog ButtonTo make a call using the Analog line To answer a Call using the analog line Making and Answering Calls Using the Failover Mode Mitel 5320e/5330e/5340e User Guide Personalizing Your Phone Mitel 5320e/5330e/5340e User Guide Personalizing Your Phone Adjusting the Viewing AngleTo adjust the viewing angle Overview To change the ring tone Changing Volume LevelsTo change a volume level Changing the Ring Tone Changing the Language Adjusting the Display Contrast and BrightnessTo adjust the Contrast or Brightness levels Press Settings, and then press Brightness and Contrast Press Large Text or Small Text Changing the Text Size on the DisplayTo change the text size on a display To configure the screen saver on your IP Phone Using the Screen Saver To wake your IP phone from screen saver mode To view your call history Viewing Call HistoryViewing Call History Press Delete Log Entry To delete all calls by type Deleting Call RecordsReviewing Call Record Icons To delete an individual call record Press Edit Name Cutomizing Your Contact ListAdding Names to Your Contact List Editing Your Contact List Dialing from Your Contact List To adjust the volume of the audio feedbackTo play the beep, press Play button beep or Play error beep Specifying Audio Feedback Options To use the dialpad to enter characters Using the Dialpad Buttons to Enter Characters Dialpad Characters Mexican Spanish Dialpad Characters Canadian French To program a button Using Programmable ButtonsLamp Signals Description To delete the characters entered Outside Line Access CodesTo cancel the feature Extension Numbers Feature Code New Code Headset On/Off System Forward Off Viewing Button Assignments Resetting Programmable ButtonsListening to Background Music To switch between keymaps when your IP phone is idle Resetting the IP Phone to the Default SettingsSwitching Keymaps To reset your IP phone to the default settings To unlock a door Activating Door Relay Answering and Placing Calls Mitel 5320e/5330e/5340e User Guide Answering Waiting Calls Using Automatic Call AccessAnswering Calls To use Automatic Trunk Answer Using Automatic Trunk AnswerRedirecting Calls To redirect calls Placing Emergency Calls Placing Emergency Calls using the LIM LinePlacing Calls Requesting a Callback Queuing the Phone Using Camp-onPlacing Internal Calls To use Redial Placing External CallsRedialing a Number To place an external call Storing Station Speed-Dial Numbers Using Speed DialUsing System Speed Dial Using Station Speed Dial Assigning Speed-Dial Numbers to Programmable Buttons Dialing Station Speed-Dial NumbersDeleting Station Speed-Dial Entries To program a System Speed-Dial button Button Characters Represented Using the DirectoryTo search for a directory name or feature To enter an optional account code Using Account CodesTo disable the code Call Features Mitel 5320e/5330e/5340e User Guide Using Mute Using Handsfree ModeUsing Ring Intercom Always Entering a Hookflash Placing Calls On Hold Transferring Calls to External Numbers Using Reverse TransferTransferring Calls Transferring Calls to Other Extensions Manual Call Forwarding Viewing Your System InformationViewing Caller ID Information Forwarding Calls To turn System Forwarding on or off Call Features To use Manual Call ForwardingTo cancel a Manual Call Forwarding request System Forwarding To answer a call routed to your mobile or home phone Using Dynamic Extension ExpressTo enable Dynamic Extension Express To disable Dynamic Extension Express To use the Dynamic Extension Express Handoff pull feature Using the Handoff Push/Pull FeatureTo use the Dynamic Extension Express Handoff push feature Receiving Message Waiting Indications To cancel the Dynamic Extension Express Handoff feature To place a conference call Placing Ad Hoc Conference CallsAdding a Conference Party Transferring a Conference To toggle between the held callers Ending a Conference and Placing all Parties on HoldTo return to the conference To set up a Meet-Me Conference using a personal access code Using Meet-Me ConferencingAccess Codes Setting Up a Meet-Me Conference To exit a Meet-Me Conference Joining a Meet-Me ConferenceDropping Out of a Meet-Me Conference To join a Meet-Me Conference To return to the Meet-Me Conference Putting a Meet-Me Conference on HoldTransferring a Meet-Me Conference To put a Meet-Me Conference on Hold To use Group Listen Using Record-A-CallUsing Group Listen To use Record-A-Call To delete individual call log entries Using Call LoggingTo use Call Logging To return a call or redial a number listed in a call log Using Secondary Extension Buttons To log off of a Hot Desk session Using Hot DeskingTo log on to a Hot Desk-enabled base phone Changing Your Station Passcode Using the Configuration AssistantAccessing the Configuration Assistant To access the Configuration Assistant To change the DND settings using Configuration Assistant Changing the Dynamic Extension Express SettingsChanging the DND Settings To change the DDE settings using Configuration Assistant To create a new Meet-Me Conference access code Changing the Manual Call Forwarding SettingsManaging Meet-Me Conferencing Access Codes To list all of your existing Meet-Me Conference access codes To enable Dynamic Extension Express using Remote Programming Using Remote Programming To turn on Manual Call Forwarding using Remote Programming To turn on DND using Remote ProgrammingTo turn off DND using Remote Programming To change your station passcode using Remote Programming Messages Mitel 5320e/5330e/5340e User Guide Messages Leaving Messages at Other Extensions Deleting Waiting Inter-Station Messages Canceling Messages Left at Other ExtensionsViewing and Responding to Messages To turn off DND Using Do-Not-Disturb DNDCode Default Message New Message To turn on DND To set a Reminder message Using Reminder MessagesTo cancel all Reminder message requests Code Default New Message Placing a Page Announcement Enabling or Disabling the Page FeatureTo enable or disable paging for your IP phone Paging Other System Users Mitel 5320e/5330e/5340e User Guide Hunt Groups Mitel 5320e/5330e/5340e User Guide To log in to one or more ACD hunt groups Logging in to ACD Hunt GroupsHunt Groups To log out of one or more ACD hunt group Stopping the ACD Hunt Group Wrap-up TimerTo stop the wrap-up timer Logging out of ACD Hunt Groups To use Agent Help Other Hunt Group FeaturesRequesting Agent Help Diverting Hunt Group Calls Stealing Hunt Group Calls Hunt Group Supervisor FeaturesAccepting or Rejecting Agent Help Calls Monitoring Calls To monitor and/or barge in on a call Using Barge-In Mitel 5320e/5330e/5340e User Guide Cordless Devices Mitel 5320e/5330e/5340e User Guide Cordless Devices Feature Function Cordless module is shown here Cordless Module To unpair a cordless device Pairing the Cordless Module and DevicesHandset and Headset Combinations To pair a cordless device Blue LED Function Using a Cordless Device as a Remote ControlAlerting Tones and LEDs 100 101 Low Battery LevelCordless Handset Features Cordless Handset To hang up Answering CallsHanging Up Cordless Handset LEDs 103 Cordless Headset FeaturesCordless Headset 104 Using the Cordless Devices ApplicationCordless Headset LEDs 105 Viewing Cordless Module InformationTo view cordless module information Mitel 5320e/5330e/5340e User Guide 106 Troubleshooting Mitel 5320e/5330e/5340e User Guide 108 109 TroubleshootingContact Information Message Reason Error Messages110 111 Troubleshooting TipsProblem Possible Solution Mitel 5320e/5330e/5340e User Guide 112 113 Index 114 115 116 117