Mitel 5212 User Manual
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Mitel 5212 User Manual

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ACD 2000 AGENT/SUPERVISOR GUIDE
FOR THE MITEL 5212/5224 IP PHONE

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Summary of Contents for Mitel 5212

  • Page 1 ACD 2000 AGENT/SUPERVISOR GUIDE FOR THE MITEL 5212/5224 IP PHONE...
  • Page 2 DUE TO THE DYNAMIC NATURE OF THE PRODUCT DESIGN, THE INFORMATION CONTAINED IN THIS DOCUMENT IS SUBJECT TO CHANGE WITHOUT NOTICE. MITEL NETWORKS, ITS AFFILIATES, AND/OR ITS SUBSIDIARIES ASSUME NO RESPONSIBILITY FOR ERRORS AND OMISSIONS CONTAINED IN THIS INFORMATION. ™ Trademark of Mitel Networks Corporation.

  • Page 3: Table Of Contents

    Contents General Information About this Guide...................5 What is Automatic Call Distribution (ACD)?..................5 About Your Phone.........................6 Elements of Your Phone........................8 Ring/Message Indicator ......................... 9 Selecting Menu Options......................... 9 Using Your IP Phone in Remote Mode....................9 About Feature Access Codes ......................10 For Users on Resilient 3300 ICP Systems ..................
  • Page 4 Conferencing ...........................28 Responding to Help .........................29 What Happens in a Help Request ...................30 System Reporting Capabilities....................31 Time Events Records .......................... 31 Call Events............................31 Path and Group Statistics Events ......................32 Station Message Detail Recording (SMDR) ..................32 Personal Directory ........................33...

  • Page 5: General Information About This Guide

    Agent will require when connection is established. The Mitel Networks 3300 ICP also directs calls to the Agent so that all Agents are given an equal workload. A Supervisor usually oversees the operation, monitors...

  • Page 6: About Your Phone

    12 and 48 Button Programmable Key Modules. The 5224 IP Phone can be used as an ACD Agent Phone or a Teleworker phone. The personal key on the bottom right (5224) or bottom left (5212) is always your Prime Line; the remaining personal keys can be programmed as: •...
  • Page 7 Figure 1: 5224 IP Phone Figure 2: 5212 IP Phone...

  • Page 8: Elements Of Your Phone

    Designation Card On a 5224 IP Phone, the bottom right personal key is always your Prime Line key. On the 5212 IP Phone, the bottom left personal keys is always your Prime Line key. Write the name (speed call, feature or line appearance) of the...

  • Page 9: Ring/Message Indicator

    On a 5224 IP Phone, press the softkeys. • On a 5212 IP Phone, press *, 0 and # on the keypad. For example, if options *=YES 0=DEFAULT #=NO appear and you want to select YES, press *. Procedures in this guide show all menu selection options, where applicable—for example, “Press the * or Yes softkey”.

  • Page 10: About Feature Access Codes

    Line Interface Module, except the Analog Key, is done by the Installer when your phone is installed. For more information, refer to “Using the Line Interface Module” in this guide. Note: The 5212 IP Phone does not support the Line Interface Module. 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.

  • Page 11: Feature Access Codes

    Feature Access Codes Many features can be activated or disabled by Feature Access codes when no Feature Keys are programmed for this purpose. Contact your System Administrator for these and other Feature Access codes available on your telephone system, or to have these features programmed into your set’s Softkeys.

  • Page 12: Acd 2000 Agent Features And Capabilities

    ACD 2000 Agent Features and Capabilities What are Agent Groups? ACD Agents are normally grouped together to handle incoming telephone calls that are associated with particular functions or departments in an organization; for example, Sales or Engineering. Callers are then directed to the Group that best serves their needs.

  • Page 13: Logging In

    headset for hands-free call answering. Using and Canceling the Work Timer describes the purpose of the Work Timer and the procedure for answering calls without waiting for the Timer to expire. Taking a Break from Calls (Make Busy Feature) describes how to place your set in a pause mode when you need to be away from your set for brief periods of time, without the need to log out and subsequently log in again.

  • Page 14: Displaying Agent Log-In Information

    1. Press the SuperKey Function Key. 2. Press the No softkey (5224 IP Phone) or press the # key (5212 IP Phone) until PERSONAL KEYS appears on the display. 3. Press the Yes softkey (5224 IP Phone) or press the ∗ key (5212 IP Phone).

  • Page 15: Logging Out

    To log out, perform the following tasks: 1. Press the SuperKey Function Key 2. Press the No softkey (5224 IP Phone) or press the # key (5212 IP Phone) to scroll until AGENT LOGOUT? appears on the display. 3. Press the Yes softkey (5224 IP Phone) or press the ∗ key (5212 IP Phone).

  • Page 16: Answering Calls

    To activate the Auto Answer feature, perform the following tasks: 1. Press the SuperKey Function Key. 2. Press the No softkey (5224 IP Phone) or press the # key (5212 IP Phone) to scroll until AUTO ANSWER? appears on the display.

  • Page 17: Using A Headset

    A headset can be used either in regular answer mode or with the Auto Answer feature programmed. Most headsets are installed using the same jack that the handset plugs into. Mitel Networks Headsets with Feature Control Switch (PN 9132-800-500-NA/9132- 800-501-NA) plugs into the dedicated headset jack (the jack nearest the front of the set).

  • Page 18: Handling Calls With A Headset (No Feature Control Switch)

    Press the Cancel Function Key. Installing a Headset with Feature Control Switch IMPORTANT NOTE: Mitel Networks Headsets with Feature Control Switch (PN 9132-800-500-NA/9132-800-501-NA) must be installed in the dedicated headset jack (the jack nearest the front of the set). Installation will disable your handset microphone.

  • Page 19: Handling Calls With A Headset (With Feature Control Switch)

    To return to handset operation, perform the following tasks: 1. When the telephone is not in use, lift the handset from the cradle and carefully turn the set upside down. 2. Unplug the headset cord where it connects to the telephone. 3.

  • Page 20: Using And Canceling The Work Timer

    Using and Canceling the Work Timer The Work Timer provides a delay after each ACD call, before the next call is directed to you. This gives you a certain amount of time to compete any work generated by the previous call. The Work Timer is automatic and you are not required to perform any procedures to activate it.

  • Page 21: Taking A Break From Calls (Make Busy Feature)

    To activate the Make Busy feature, perform the following tasks: 1. Press the SuperKey Function Key. 2. Press the No softkey (5224 IP Phone) or press the # key (5212 IP Phone) to scroll until MAKE BUSY? appears on the display.

  • Page 22: Getting Help

    Getting Help (5224 only) Whenever you are in a conversation on an Automatic Call Distribution (ACD) call, you can request help from an ACD Supervisor. The type of help you receive initially is to have the Supervisor silently monitor the conversation. The caller is not aware that they are being monitored unless the Supervisor later decides to initiate a three-way conference, which can be done at any time during the call.

  • Page 23: Canceling Help

    If the Supervisor conferences into the call, a Split Softkey also appears. 6. When the Supervisor hangs up, the display returns to idle. Canceling Help While waiting for the Supervisor to respond to your Help request, you can cancel the Help request before it is answered by pressing the Cancel Function Key. This cancels the request and you are prompted to enter a second help number, if desired.

  • Page 24: Audible Indications

    Audible Indications For sets programmed for audible indications, the system provides the following different ringing patterns, depending on the threshold alert status: • a single ring occurs when the longest waiting caller exceeds the programmed first threshold time interval • a double ring occurs when the longest waiting caller exceeds the programmed second threshold time interval •...

  • Page 25: Acd 2000 Supervisor Features And Capabilities

    ACD 2000 Supervisor Features and Capabilities What is the Supervisory Position? The Automatic Call Distribution (ACD) Supervisor position is for individuals who are responsible for the supervision of one or more Agent Groups. All Supervisor- related functions are programmed into the system by the System Administrator. While Supervisors can log in as Agents to perform similar activities, they have additional capabilities in order to support and monitor ACD Group activities.

  • Page 26: Queue Threshold Alert / Queue Status

    Queue Threshold Alert / Queue Status Supervisors may need to be alerted when any of two or more Agent Groups have exceeded programmed limits. For this reason, Supervisors may have two or more Specific Group Queue Status Feature Keys programmed on their set, each dedicated to a different Group's activities.

  • Page 27: Using Silent Monitoring For Individual Agents

    • If you establish a conference during Silent Monitoring, you will not be placed automatically in Silent Monitor mode once the conference has ended. You must start over and re-establish Silent Monitoring following termination of the Conference. • If you are responsible for monitoring more than one Agent Group, you must exit the Silent Monitor feature for the Group you are presently monitoring and then re-establish it for the next Group you want to monitor.

  • Page 28: Conferencing

    2. Press the Monitor Softkey. 3. Enter the Agent Group Number you want to monitor. If no conversations are taking place in the Group, you will hear silence and the display will show the Group number, followed by WAITING. If a conversation is in progress or begins, you will hear Conference tone prior to the conversation, and the display will show the Group number and the name of the Agent.

  • Page 29: Responding To Help

    Responding to Help As a Supervisor, Help requests are made to you by Agents under your supervision. These Help requests are initially for you to silently monitor a conversation in progress. Once you are monitoring your Agent and a caller they are in conversation with, you have the ability to remove your Silent Monitor and actively join the conversation in progress.

  • Page 30: What Happens In A Help Request

    What Happens in a Help Request When you receive a Help request from an Agent, your set emits a triple ring. HELP is displayed, followed by the Extension number and name (if programmed) of the Agent requesting Help. To respond to the Help request: 1.

  • Page 31: System Reporting Capabilities

    System Reporting Capabilities The 3300 ICP is capable of producing many reports that can be used as management tools to study the effectiveness of the ACD operation. These reports may be presented in a variety of ways based on the software package used to generate them.

  • Page 32: Path And Group Statistics Events

    • Agent Log-In: Records each time an Agent successfully logs in. • Agent Log Out: Records each time an Agent successfully logs out. • Set Do Not Disturb (DND): Records each time a set is placed in the DND state. •...

  • Page 33: Personal Directory

    Personal Directory Your Extension Number:____________________ Your Agent I.D. Number:____________________ Your Supervisor I.D. Number:________________ Your Group Name/Number:___________________ Use this table to record your frequently used numbers. Name Number Use this table to record the feature access codes you are most likely to need on your telephone.

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5224

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