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Mitel MiVoice 6920 IP Phone
58015114 REV03
RELEASE 1.2 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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Internet sites or in its publications are registered and unregistered trademarks of Mitel Networks
Corporation (MNC) or its subsidiaries (collectively “Mitel”) or others. Use of the Trademarks is prohibited
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 - June 2017
®,™ Trademark of Mitel Networks Corporation

© Copyright 2017, Mitel Networks Corporation
All rights reserved
Software License Agreement
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programs are confidential and proprietary, and are protected as such by copyright law as unpublished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
the terms and conditions of this agreement. All rights reserved.
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.
1
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 Settings menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17
Status . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17
Language . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20
Call Forward . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22
Audio . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25
Ring Tones . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25
Audio Path . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26
Headset . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27
Display . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28
Config Teleworker . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29
Diagnostics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29
Audio Diagnostics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30
Ping . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31
TCP DUMP . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32
DHCP Trace . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33
Restart . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34
Configuring and using programmable keys . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36
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Table of Contents
Speed Call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37
Other Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37
Phone Lock . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37
Call Forward Always . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39
Do Not Disturb . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41
Account codes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43
Making calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45
Dialing a number . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45
Initiating a callback . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45
Redialing a number . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46
Receiving calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47
Answering an incoming call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47
Manually forwarding an incoming call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47
Handling calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49
Placing a call on hold . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49
Muting the microphone . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49
Transferring a call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50
Creating a multi-party conference call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51
Ending a conference and transferring remaining parties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53
Ending calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53
Managing calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54
Contacts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54
General functions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54
Personal folder features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58
Corporate folder features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63
Call History . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 67
Deleting entries from the Call History application . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 68
Copying entries to the Personal folder in the Contacts application . . . . . . . . . . . . . . . . . . . . . . . 71
Missed calls indicator . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 72
Voicemail . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 73
Visual voicemail . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 74
Enable voicemail application . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 74
Log into your voicemail . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 75
Log out of your voicemail . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 76
Play a voicemail . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 76
Dial a voicemail . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 77
Delete a voicemail . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 78
Save a voicemail . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79
3
Send voicemail to a number . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 80
Additional features. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 81
Accessory support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 86
Mitel M695 Programmable Key Module (PKM) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 86
Mitel Wireless LAN Adapter . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 87
Analog, DHSG/EHS, and USB headsets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 88
Limited warranty . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 89
Exclusions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 89
Warranty repair services . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 89
After warranty service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 89
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Welcome
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
5
• 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 86 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.
6
Phone keys
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.
k
l
q
w
h
r a
t s
y d
u f
g
i o
a Goodbye Key l LCD Screen
d Hold Key o Dialpad
e Message Waiting Indicator (MWI) q Handset
f Mute Key r Contacts Key
g Speaker/Headset Key s Redial Key
h Navigation Keys/Select Button t Call History Key
i Volume Control u Settings Key
j State-Sensitive Softkeys w Speaker
k Programmable Keys y Voicemail Key
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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 54.
Call History key - Displays a list of your missed, outgoing, and answered calls.
For more information, see “Call History” on page 67.
Voicemail key - Provides access to your voicemail service (if configured).

For more information, see “Voicemail” on page 73.
Settings key - Provides services and 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 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 46.
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 49.
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 49.
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 26.
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).
8
Phone keys
Key Description
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” on
page 36.
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 45) 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:
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.
9
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 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 ABC2 abc2
3 DEF3 def3
4 GHI4 ghi4
5 JKL5 jkl5
6 M NO 6 mno6
7 PQRS7 pqrs7
8 TUV8 tuv8
9 WXYZ9 wxyz9
* * <SPACE> * <SPACE>
# #/\@ #/\@
10
Getting started
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.
Your Number
Date and Time
Last Dialed
Number
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.
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.
Status indicators
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The following table identifies and describes the phone and network status indicators on the Home
screen.
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 72.
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 41.
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 88.
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 73.
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).
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 36 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.
12
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.
Prime Line Key
Line Appearance Keys

Programmable Key
Programmable Keys Page Indicator
State-Sensitive
Softkeys
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.
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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).
Avatar
Prime Line Key
Call Timer
Conference Softkey Caller ID
Transfer Softkey
End Call Softkey
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.
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.
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 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.
14
Getting started
UI navigation
UI navigation is performed using the navigation keys located to the right of the softkeys.
Navigation Keys/
Select Button
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.
15
Customizing your phone

You can customize your phone and view your phone status by pressing the (Settings) key,
opening the Settings menu. This menu provides a single location to access all your phone settings.
The following phone settings can be configured through the 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.
16
Using the Settings menu

1. Press the (Settings) key on the phone to enter the 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.
Note: For more information about Advanced options, contact your System Administrator.
Status
The Status settings in the 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.
17
• 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.
18
To view the Status 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
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• 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
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• 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, 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.
21
To specify the language in which on screen text displays:

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.
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 39.
2. If voicemail is enabled, call forwarding numbers may already be defined by your System
Administrator.
22
To configure call forward settings:

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.
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.
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.
23
Notes:
1. When Call Forward Always is enabled, it takes precedence over all other types of call
forwarding.
2. If Call Forward Always is enabled, then the Call Forward Always icon is displayed on
the Screen Saver.
3. If both Call Forward Always and DND are enabled, then the DND icon is displayed on
the Screen Saver.
Call Forward Always Icon
24
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:

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.
25
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:
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.
To configure the audio path:

1. Press the (Settings) key to enter the 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).
Note: If you select the Headset option, ensure that only one headset is connected to the phone.
26
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 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.
27
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.
Note: Availability of the above display settings is dependent on how your account is configured on
the MiVoice Business call server.
To configure the display settings:

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.
28
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).
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:
2. Navigate to Config Teleworker using the navigation keys and press the Select softkey.
Mitel MiVoice 6920 Config Teleworker
3. Enter the IP address of the server providing the teleworker configuration details in the IP
Address field using the dialpad keys.
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.
Diagnostics
The Diagnostics menu allows you to perform the following diagnostic routines:
• Audio Diagnostics
• Ping
• TCP DUMP
• DHCP Trace
29
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:

2. Navigate to Diagnostics > Audio Diagnostics using the navigation keys and press the Select
softkey.
Mitel MiVoice 6920 Audio Diagnostics
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.
Note: Press the Stop softkey at any time to stop capturing the audio diagnostic logs.
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: The default username is "root" and the default password is "73738".
30
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.
Note: For more information on Mitel Web UI features, see the Mitel MiVoice 6900 Series IP
Phones Administrator Guide.
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:

2. Navigate to Diagnostics > Ping using the navigation keys and press the Select softkey.
Mitel MiVoice 6920 Ping
31
3. In the input field, enter the host name or IP address of the network endpoint you want to ping
using the dialpad keys.
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.
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:

2. Navigate to Diagnostics > TCP DUMP using the navigation keys and press the Select softkey.
Mitel MiVoice 6920 TCP DUMP
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.
Note: Press the Stop softkey at any time to stop capturing the TCP DUMP logs.
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 default username is "root" and the default password is "73738".
32
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.
Note: For more information on Mitel Web UI features, see the Mitel MiVoice 6900 Series IP
Phones Administrator Guide.
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:

33
2. Navigate to Diagnostics > DHCP Trace using the navigation keys and press the Select softkey.
Mitel MiVoice 6920 DHCP Trace
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.
34
To restart your phone:

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.
35
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.
Programmable
Keys
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 86.
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:
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.
36
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.
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.
To add a space, press the * (star) key twice.
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.
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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:

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.
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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:

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
or
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If a number has not been programmed, enter a new destination number and then press the
Activate softkey.
Notes:
1. When Call Forward Always is enabled, it takes precedence over all other types of call
forwarding.
2. If Call Forward Always is enabled, then the Call Forward Always icon is displayed on the
Screen Saver.
3. If both Call Forward Always and DND are enabled, then the DND icon is displayed on the
Screen Saver.
Call Forward Always Icon
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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.
Note: When Call Forward Always is disabled, the default call forwarding settings are active.
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:

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:
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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.
Notes:
4. The DND icon is displayed on the Screen Saver.
DND Icon
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.
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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:

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:
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1. While on an active call, press the key that you have programmed with Account Code Non
Verified functionality.
Account Code Verified
To program an Account Code Verified key:

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.
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.
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Making calls
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 Settings > Audio > Audio Path menu. For more information, see the
section “Audio Path” on page 26.
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.
If the dialed number matches with a contact stored in the Personal, Mobile or Corporate folder in
the Contacts application, then the contact name is displayed. The contact name look up is in the
following order:
1. Personal Contacts, where respective Personal Contacts name is displayed.
2. Mobile Contacts, where respective Mobile Contacts name is displayed.
3. MiVoice Business System Contacts, where if the MiVoice Business System is configured with
MiNET Phone Object Message Name, then the respective MiVoice Business System name is
displayed.
4. Corporate Contacts, where respective Corporate Contacts name is displayed.
If there is no match, then the number returned by the MiVoice Business system is displayed.
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.
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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 67.
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Receiving calls
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.
If the incoming number matches with a contact stored in the Personal, Mobile or Corporate folder
in the Contacts application, then the contact name is displayed. The contact name look up is in the
following order:
1. Personal Contacts, where respective Personal Contacts name is displayed.
2. Mobile Contacts, where respective Mobile Contacts name is displayed.
3. MiVoice Business System Contacts, where if the MiVoice Business System is configured with
MiNET Phone Object Message Name, then the respective MiVoice Business System name is
displayed.
4. Corporate Contacts, where respective Corporate Contacts name is displayed.
If there is no match, then the name returned by the MiVoice Business system is displayed.
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.
Note: The audio path setting you selected in the 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 26.
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
47
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.
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.
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Handling calls
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).
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.
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: If you place a muted call on hold, the phone automatically takes the call off mute when you
reconnect to the call.
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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.
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Handling calls
3. Enter the transfer recipient’s number.
4. Press the Transfer softkey or hang up the handset to complete an unattended call transfer
or
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.
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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.
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.
5. Repeat steps 2 to 4 to add additional parties to the conference.

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.
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Handling calls
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.
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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.
Contacts Key
Note: Access to LDAP (Corporate) directories must be set up by your System Administrator.
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: If any of the folders are empty, a "Directory empty" message displays on screen.
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Managing calls
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.
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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.
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 63 if your phone is configured to use a
non-cached corporate directory.
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:
2. Using the dialpad keys enter in the first letters of the contact’s name and (if required) press the
Search softkey.
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Managing calls
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.

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
or
Pickup the handset for handset operation.
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Personal folder features
The Personal folder contains the contacts (up to 50) 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:

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.
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Managing calls
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.
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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:

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.
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Managing calls
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.
Deleting all contacts from the Personal folder

2. Press the Delete softkey.
A delete all confirmation message appears on screen.
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3. Press the Yes softkey to delete all contacts from your Personal folder.
Note: Press the No softkey to cancel the delete process.
Deleting a contact from the Personal folder
To delete contacts from your Personal folder:

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.
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Managing calls
Corporate folder features
The Corporate folder contains the contacts that are available through your corporate LDAP
directory.
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.
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.
If a call is placed from the Corporate folder matches with a contact stored in the Personal or Mobile
in the Contacts application, then the contact name is displayed. The contact name look up is in the
following order:
Note: See “Performing a search” on page 56 for details on how to perform a search on your cached
Corporate contact folder.
Performing a search on a non-cached Corporate contact folder
To perform a search on a non-cached Corporate contact folder:
63
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.
Note: For non-cached corporate directories, searches are based on the last name of the
contact.
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Managing calls
5. If matches are found, navigate to the contact entry and perform your desired action.
65
Copying a Corporate contact to the Personal folder
To copy a contact in your Corporate folder to your Personal folder:

2. For non-cached corporate directories, perform a search as detailed in “Performing a search on
a non-cached Corporate contact folder” on page 63
or
(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.
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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.
Call History Key
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).
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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.
Note: The call details screen contains the date and time of the call, and the caller ID details.
5. Press the Dial softkey, Select button or (Speaker/Headset) key for speaker or headset
operation
or
Pickup the handset for handset operation.
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:

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

4. Press the Delete softkey again to delete all entries in the Call History application.
Note: Press the Cancel softkey to cancel the delete process.
To delete all entries from a call type folder:

2. Use the navigation keys to highlight the applicable call type folder.
69

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:

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

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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:
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.
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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.
Note: Missed calls are also indicated on the screensaver.
To view missed call details in Call History application:

2. Use the navigation keys to highlight the Missed call type folder.
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.
The missed calls indicator on the Home screen is cleared upon exit.
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Managing calls
Voicemail
Note: Voicemail functionality must be configured by your System Administrator.
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.
MWI LED
Voicemail Key
To access your voicemail:

1. Press the (Voicemail) key.
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.
2. (Optional) If your phone is idle, press the More softkey to view the date and time of the last
voicemail message received.
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.
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: For more detailed information on voicemail features and functionality, see the Mitel MiVoice
Business Voice Mail User Guide.
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Visual voicemail
Note: Visual voicemail functionality must be configured by your System Administrator.
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.
Notes:
1. If you have subscribed to Embedded Voicemail (EMEM), missed voicemail count is displayed
only if the EMEM and the 6900 Series IP Phones are programmed on the same MiVoice
Business System.
2. If you have subscribed to NuPoint visual voicemail, the message count is not supported.
Voicemail count on status bar
Voicemail and missed calls

count on screen saver
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:
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Managing calls
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.
Note: For security reasons, the password can be enabled only from the user login screen.
Log into your voicemail
To log into your voicemail:

1. Press the (Voicemail) key.
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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.
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.
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.
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.
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.
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Managing calls
• Recorded - Displays recorded voicemail messages.
Urgent
New
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.

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.
Dial a voicemail
To dial a voicemail:
77
Urgent
New
voicemail you want to dial.
4. Press the Dial softkey to dial the number.
Delete a voicemail
To delete a voicemail:
Urgent
New
78
Managing calls
voicemail message you want to delete.

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:

Urgent
New
79
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.
80
Additional features
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 Non-verified Account Codes let you enter Non-Toggle
NonVerified codes on the SMDR record for billing
and/or call management.
Account Code Verified Account Codes let you access Non-Toggle
Verified 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.
ACD Automatic Call Distribution (ACD) Non-Toggle
functionality allows call centers to process
incoming calls based on a number of
customizable parameters.
Auto Answer Auto-Answer lets you automatically Toggle ON/OFF
answer calls that ring your Prime line.
Call Fwd Always Call Fwd Always is used to redirect all Toggle ON/OFF
incoming calls to an alternate number.
Call Fwd Busy Call Fwd Busy is used to redirect both Toggle ON/OFF
incoming internal and external calls to an
alternate number when your phone is
busy.
Call Fwd Busy Call Fwd Busy External is used to redirect Toggle ON/OFF
External incoming external calls to an alternate
number when your phone is busy.
Call Fwd Busy Call Fwd Busy Internal is used to redirect Toggle ON/OFF
Internal incoming internal calls to an alternate
number when your phone is busy.
Call Fwd No Ans. Call Fwd No Ans. External is used to Toggle ON/OFF
External redirect incoming external calls to an
alternate number when you do not
answer.
81

Call Fwd No Ans. Call Fwd No Ans. Internal is used to Toggle ON/OFF
Internal redirect incoming internal calls to an
alternate number when you do not
answer.
Call Fwd No Answer Call Fwd No Answer is used to redirect Toggle ON/OFF
both incoming internal and external calls
to an alternate number when you do not
answer.
Call Park and Call Call Park allows you to place a call in a Toggle ON/OFF
Park - Retrieve 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.
Call Pickup Call Pickup lets you answer a call that is Toggle ON/OFF
ringing at another station, including an
attendant console.
CDE Speedcall This feature allows you to speed dial Non-Toggle

telephone numbers that the administrator
has programmed into the system.
Direct Page Direct Page allows you to page another Toggle ON/OFF
telephone over its built-in speaker, even if
the telephone is in use.
Do Not Disturb Do Not Disturb (DND) stops internal calls Toggle ON/OFF
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.
DSS/Busy Lamp You can use the Busy Lamp Field feature Line States Non-Toggle
to monitor the status of single-line sets,
single-member lines, key system lines,
multicall Broadcast Groups, and Hot Desk
users.
Emergency Call The Emergency Call Notification key Toggle ON/OFF
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.
Group Listen With Group Listen, you can carry on a Toggle ON/OFF
conversation using the handset or
headset while allowing others nearby to
listen to the person at the far end over the
handsfree speaker.
82
Additional features

Group Park Group Park allows you to place a call in a Toggle ON/OFF
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.
Group Presence Group Presence allows members of call Toggle ON/OFF
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.
Handoff The Handoff feature for Personal Ring Toggle ON/OFF
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.
Key System Key System Groups let multiple Line States Non-Toggle
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.
Make Busy The Make Busy feature ensures an ACD Toggle ON/OFF
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.
Meet Me Answer Meet-Me Answer lets you respond to a Non-Toggle
Group Page that you missed, even if you
do not know the identity or location of the
person that paged you.
Message Waiting Keys can be programmed as message Toggle ON/OFF
Indication 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.
83

Multicall Multicall Groups let multiple telephones Line States Non-Toggle
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.
Night Answer Night Answer lets you send your calls to Toggle ON/OFF
another location when the system is in
Night Service.
Night Service Night Service switches the system from Toggle ON/OFF
Indication 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.
Paging Paging lets you connect to loudspeaker Toggle ON/OFF
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.
Personal Presence Personal Presence lets you choose which Toggle ON/OFF
of your personal answer points you want
to receive your calls at.
Phone Lock The Phone Lock feature locks a set, Toggle ON/OFF
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.
Privacy Release Privacy Release allows members of a Toggle ON/OFF
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.
Record a Call Record-a-Call (RAC) allows extension Toggle ON/OFF
users to record a two-party call when one (and Pause)
party is connected to a trunk. The
recorded conversation is stored in the
users' voice mail mailbox.
84
Additional features

Secretarial A DSS key provisioned with the Line States Non-Toggle
"secretarial" option allows you to perform
a transfer to the associated device or
directory number.
Single Line The Single Line feature is used to set the Line States Non-Toggle
prime line as a single line, whereby it is
dedicated to one phone only.
Specific Group Alert A Specific Group Alert key normally Non-Toggle
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.
Superkey Superkey programming allows for easy Non-Toggle
access to telephone system features and
feature-set customization.
Tag Call Tag Call allows phone users to signal that Non-Toggle
they are the victim of a malicious call.
This Malicious Call Indication is logged as
an SMDR record.
User Speedcall User Speedcall keys allow you to store Non-Toggle
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.
User Speedcall - A private User Speedcall is a User Non-Toggle
Private Speedcall that is considered private,
whereby Caller ID information is not
displayed in the phone’s call history.
85
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).
Fixed keys
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 6920 IP
phone. The programmable keys can only be programmed by your System Administrator.
Notes:
1. The fixed keys on the Mitel M695 PKM are not supported on the Mitel MiVoice Business
System.
2. 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.
3. For information how to install your Mitel M695 PKM, see the Mitel M695 PKM Installation Guide.
86
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.
87
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.

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.
To make and receive calls using a headset:

1. Ensure that you have selected the Headset audio path (see “Audio Path” on page 26).
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.
Note: See the Mitel MiVoice 6920 IP Phone Installation Guide for more information.
88
Limited warranty
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.
89
© Copyright 2017, Mitel Networks Corporation. All Rights Reserved. The Mitel word and logo are trademarks of Mitel Networks
Corporation. Any reference to third party trademarks are for reference only and Mitel makes no representation of ownership of these marks.
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Mitel MiVoice 6920 IP Phone

RELEASE 1.2 USER GUIDE FOR MIVOICE BUSINESS

Mitel MiVoice 6920 IP Phone User Guide

58015114 - June 2017

®,™ Trademark of Mitel Networks Corporation

Software License Agreement

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

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

Configuring and using programmable keys . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36

Send voicemail to a number . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79

About this guide

Installation and setup

Tips for your comfort and safety

Protect your hearing

Adjust the viewing angle

a Goodbye Key l LCD Screen

d Hold Key o Dialpad

e Message Waiting Indicator (MWI) q Handset

f Mute Key r Contacts Key

g Speaker/Headset Key s Redial Key

h Navigation Keys/Select Button t Call History Key

i Volume Control u Settings Key

j State-Sensitive Softkeys w Speaker

k Programmable Keys y Voicemail Key

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

Date and Time

Phone and network status indicators

Programmable keys, state-sensitive softkeys, and line keys

Prime Line Key

Line Appearance Keys

Conference Softkey Caller ID

End Call Softkey

Indicates the prime line is busy.

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

Indicates the applicable line is busy.

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

Customizing your phone

Using the Settings menu

Note: Press the Copyright softkey to view copyright information.

To view the Status menu:

• Network Persistent Data

• Network DHCP Info

• Network Static QoS

To specify the language in which on screen text displays:

To configure call forward settings:

6. Press the Save softkey to save your changes.

Call Forward Always Icon

To configure ringtones for internal and external calls:

To configure the audio path:

4. Press the Save softkey to save your changes.

To enable/disable DHSG headset mode:

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

To configure the display settings:

4. Press the Save softkey to save your changes.

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

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

4. Press the Ping softkey to begin.

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

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