Logging In - Mitel 5224 User Manual

After logging in as an ACD hot desk agent, you can use the following personal phone
features and change the following settings:
•
Call forwarding (all types)
•
Callback messages (message waiting indicator)
•
Auto Answer
•
Do Not Disturb (DND)
•
Last Number Redial
•
Timed Reminder
•
Triple Ring Callbacks
•
Advisory Status Message
•
Group Presence
An ACD Express agent is a simplified version of an ACD agent with hot desking. A hot
desk ACD agent becomes an ACD Express agent on a system if the first group in which
it is programmed is an ACD Express Group.
ACD Express Agents have the same behaviors as hot desk ACD agents, except that
ACD Express Agents:
•
never consume an ACD license. They consume a User license at provisioning time.
Resilient ACD Express Agents consume the user license on the primary ICP.
•
can be members of ACD Express Groups.
•
can be members of up to eight different ACD Express Groups.
•
cannot be members of ACD 2000 Agent Skill Groups.
Note 1: You can have a maximum of 100 logins at any given time.
Note 2: Hot Desk ACD agents that are not programmed in any groups do not consume
an ACD license when they log in.

Logging In

Automatic Call Distribution (ACD) calls are directed to Logged In Agents only.
ACD calls are not directed to a telephone where there is no Agent Logged In.
You can log in by following the procedure described below.
An important concept in the ACD system for you to be aware of is agent mobility.
As an Agent, you are assigned a 1- to 7-digit Identification (I.D.) number to log in
with. You can be called by this I.D. number, as well as by the telephone
extension number where you are working. This means that you can be called by
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