Table Of Contents - Mitel 5224 Manual

Contents
About this Guide ...........................................................................................................................4
What is Automatic Call Distribution (ACD)? ..................................................................................4
About Your Phone .....................................................................................................................5
Elements of Your Phone........................................................................................................................ 6
Ring/Message Indicator ......................................................................................................................... 7
About Feature Access Codes ................................................................................................................ 7
For Users on Resilient 3300 ICP Systems ............................................................................................ 7
IP Phone and Line Interface Module ..................................................................................................... 7
Tips for Your Comfort and Safety ..............................................................................................8
Don't cradle the handset! ....................................................................................................................... 8
Protect your hearing .............................................................................................................................. 8
Feature Access Codes ..............................................................................................................9
For Agents on Resilient 3300 ICP Systems...............................................................................9
Features Not Available ..............................................................................................................9
ACD Agent Features and Capabilities ........................................................................................10
What are Agent Groups? .........................................................................................................10
About ACD Agent Hot Desking................................................................................................10
ACD Express Agents ........................................................................................................................... 11
Logging In ................................................................................................................................11
Displaying Agent Log-In Information........................................................................................13
Logging Out .............................................................................................................................13
Answering Calls .......................................................................................................................13
Using the Auto Answer Feature...............................................................................................14
Activating Auto Answer........................................................................................................................ 14
Deactivating Auto Answer.................................................................................................................... 14
Using a Headset ......................................................................................................................14
Installing a Headset (no Feature Control Switch) ................................................................................ 15
Handling Calls with a Headset (no Feature Control Switch): .............................................................. 15
Installing a Headset with Feature Control Switch ................................................................................ 16
Handling Calls with a Headset (with Feature Control Switch): ............................................................ 16
Using and Canceling the Work Timer ......................................................................................17
Taking a Break from Calls (Make Busy Feature).....................................................................18
Activating Make Busy .......................................................................................................................... 18
Removing Make Busy.......................................................................................................................... 18
Queue Threshold Alert......................................................................................................................... 19
Group Presence.......................................................................................................................19
Visual Indications.....................................................................................................................21
Audible Indications...................................................................................................................21
Displaying Queue Status .........................................................................................................22
Personal Directory ...................................................................................................................23
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