Make Busy - Mitel 5330e User Manual

ACD
To Log In

Press the Hot Desk
Press the
LogIn
Enter your
Agent
Press OK.
Enter your
PIN
ID.
Press OK.
To Log Out

Press the Superkey.
Press the
Log Out
Mitel Wireless Headset
To Answer an Incoming Call:
1. From Cradle – Lift headset and put it
on, the call will automatically answer
after a 2 second delay.
2. Already on Head – Press the silver
portion of the headset to answer
To End a Call:
Press the silver portion of the headset.
Auto Log-out
If a call is presented to you and you do
not answer it, you will be logged out and
will be required to log in again. The
caller is requeued as the oldest call in
the path (first to be answered). It is a
good idea to continually check your
screen to ensure you are still logged in.
The system will NOT log out the last
agent in an agent group. In this instance,
the caller will NOT be requeued when
the "ACD 2000 Logout Agent No
Answer" timer expires. Instead, the
caller continues to hear ringback tone,
recordings, music, or silence until the
agent answers or the caller hangs up.
key.
key.
ID.
(Same as your Agent
key.
Quick Reference Guide

Make Busy

The Make Busy Feature Key will activate
and deactivate the Make Busy feature.
This feature allows you to take a short
break from the phone, without being
logged out. Your management will need
to advise how and when you would use
this feature. While in Make Busy, you will
not receive ACD calls, however, other
types of calls will still ring to the set.
1. Press the Make Busy key, the key will
light.
2. MAKE BUSY appears on the display,
which means you will not receive any
ACD calls.
3. To turn it off and resume taking ACD
calls, press the Make Busy key so that
the light goes out.
MAKE BUSY disappears from the
display and you are now ready to take
ACD calls.
Work Timer
The work timer is a programmable time
period that provides a 'wrap up' time
following an ACD call for the agent to
complete the necessary computer and/or
paper work. The work timer places the
agent in a temporary make busy state.
During the work timer, no ACD calls will
be presented to the agent, however, other
types of calls will still ring to the set.
The work timer is automatic to the agent
but can be cancelled before the timer
expires by pressing the Cancel Timer
softkey.
Queue Status
Agents may access the queue status by
pressing this key. It shows the number
of active agents, number of calls waiting
in the queue, length of time the longest
call has been waiting.