Table Of Contents - Mitel 5224 User Manual

Contents
About this Guide ...........................................................................................................................5
What is Automatic Call Distribution (ACD)? ..................................................................................5
About Your Phone.........................................................................................................................6
Elements of Your Phone........................................................................................................................ 7
Ring/Message Indicator ......................................................................................................................... 8
Selecting Menu Options......................................................................................................................... 8
About Feature Access Codes ................................................................................................................ 8
For Users on Resilient 3300 ICP Systems ............................................................................................ 8
Line Interface Module ............................................................................................................................ 9
Tips for Your Comfort and Safety ..............................................................................................9
Don't cradle the handset! ....................................................................................................................... 9
Protect your hearing .............................................................................................................................. 9
Feature Access Codes ..............................................................................................................9
For Agents on Resilient 3300 ICP Systems.............................................................................10
Features Not Available ............................................................................................................10
ACD Agent Features and Capabilities ........................................................................................11
What are Agent Groups? .........................................................................................................11
About ACD Agent Hot Desking................................................................................................11
Logging In ................................................................................................................................12
Displaying Agent Log-In Information........................................................................................14
Logging Out .............................................................................................................................14
Answering Calls .......................................................................................................................15
Using the Auto Answer Feature...............................................................................................15
Activating Auto Answer........................................................................................................................ 15
Deactivating Auto Answer.................................................................................................................... 15
Using a Headset ......................................................................................................................15
Installing a Headset (no Feature Control Switch) ................................................................................ 16
Handling Calls with a Headset (no Feature Control Switch): .............................................................. 17
Installing a Headset with Feature Control Switch ................................................................................ 17
Handling Calls with a Headset (with Feature Control Switch): ............................................................ 18
Using and Canceling the Work Timer ......................................................................................19
Taking a Break from Calls (Make Busy Feature).....................................................................20
Activating Make Busy .......................................................................................................................... 20
Removing Make Busy.......................................................................................................................... 20
Group Presence.......................................................................................................................21
Getting Help.............................................................................................................................23
When You Need Help .......................................................................................................................... 23
Canceling Help..................................................................................................................................... 24
Queue Threshold Alert.............................................................................................................24
Visual Indications ................................................................................................................................. 24
Audible Indications............................................................................................................................... 25
Queue Status...........................................................................................................................25
When You Need To Know A Group's Queue Status ........................................................................... 25
ACD Supervisor Features and Capabilities ...............................................................................26
What is the Supervisory Position? ...........................................................................................26
Queue Threshold Alert / Queue Status....................................................................................27
Silent Agent and Group Monitoring..........................................................................................27
Benefits of Silent Monitoring ................................................................................................................ 27
Restrictions to Silent Monitoring .......................................................................................................... 27
Using Silent Monitoring for Individual Agents ...................................................................................... 28
Using Silent Monitoring for Agent Groups ........................................................................................... 29
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