Mitel 5224 Manual
3300 ip communications platform
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Summary of Contents for Mitel 5224
- Page 1 MITEL 3300 IP Communications Platform ACD Agent Guide for the Mitel 5224 and 5324 IP Phones...
- Page 2 ). The information is subject to change without notice and should not be construed in any way as a commitment by Mitel or any of its affiliates or subsidiaries. Mitel and its affiliates and subsidiaries assume no responsibility for any errors or omissions in this document.
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Page 3: Table Of Contents
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 ..................... -
Page 4: About This Guide
This guide describes operation of the Automatic Call Distribution (ACD) Feature Package on Mitel Networks IP Phones. For operation of other features associated with a Mitel Networks IP Phone (some of which will work in conjunction with ACD), refer to the set guide. -
Page 5: About Your Phone
Mitel Call Control (MiNet) protocols and session initiated protocols (SIP). The 5224 and 5324 IP Phones also support modules, such as the Line Interface Module, 5310 IP Conference Unit, and the 12 and 48 Button Programmable Key Modules. The 5224 and 5324 IP Phones can be used as ACD Agent Phones or Teleworker phones. -
Page 6: Elements Of Your Phone
Personal keys have status indicators. Designation Card On a 5224/5324 IP Phone, the bottom right personal key is always your Prime Line key. Write the name (speed call, feature or line appearance) of the Personal keys that you program on... -
Page 7: Ring/Message Indicator
The Line Interface Module is an optional device that adds an analog phone line (POTS) capability to your 5224/5324 IP Phone. If Emergency Call Routing is not programmed on your 3300 ICP, you must use the Line Interface Module to dial emergency calls. For more information on emergency number dialing, refer to Emergency Calls. -
Page 8: Tips For Your Comfort And Safety
Because continuous exposure to loud sounds can contribute to hearing loss, keep the volume at a moderate level. Important Note for Headset Users: Mitel Headsets with Feature Control Switch must be installed in the dedicated headset jack (the jack on the back of the phone). -
Page 9: Feature Access Codes
Feature Access Codes The following telephone features can be activated or disabled by Feature Access codes, when no Feature Keys are programmed for this purpose: • Auto Answer • Do Not Disturb • Headset Operation • Login • Logout • Make Busy •... -
Page 10: Acd Agent Features And Capabilities
ACD Agent Features and Capabilities What are Agent Groups? Traditional ACD agents or hot desk ACD agents may be 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 11: Acd Express Agents
After logging in as an hot desk ACD 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) •... - Page 12 your I.D. number regardless of where you may be located. For this reason, it is also a good idea for your Agent I.D. number to be included in your company’s telephone directory. As an Agent, you can belong to multiple groups. When you log in using your Agent I.D., you are automatically logged in to all groups in which you are a member.
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Page 13: Displaying Agent Log-In Information
Displaying Agent Log-In Information It is possible to display and verify Log-In information when you are logged in to a set. The information displayed is the Agent I.D. number logged in at that set. To display Agent Log-In information 1. Press SuperKey. 2. -
Page 14: Using The Auto Answer Feature
A headset option can be programmed into your system, eliminating the need to pick up the handset. This is helpful in high call traffic situations normally encountered in an ACD environment. To use a headset, refer to ”Using A Headset“. You should also refer to ”Using the Auto Answer Feature“ for high telephone traffic situations. -
Page 15: Installing A Headset (No Feature Control Switch)
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 16: Installing A Headset With Feature Control Switch
Installing a Headset with Feature Control Switch IMPORTANT NOTE: Mitel Networks Headsets with Feature Control must be installed in the dedicated headset jack (the jack nearest the front of the set). Installation will disable your handset microphone. Disconnecting the headset at the jack or at the quick-disconnect plug restores handset operation. -
Page 17: 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 18: Taking A Break From Calls (Make Busy Feature)
ACD set does not receive calls while you are unavailable to handle the calls. Your Mitel IP Phone operates as a normal telephone except for ACD use during the Make Busy state. You can activate this feature between calls or during a call in progress. -
Page 19: Queue Threshold Alert
Queue Threshold Alert Thresholds are programmed into the ACD system to provide a basis for alerting Agents and Supervisors that calls have waited longer than acceptable limits (thresholds) to be answered. If your set is programmed with a Generic Group Queue Status Feature Key, it can provide a visual indication of the current workload conditions of the Automatic Call Distribution (ACD) Group into which you are logged. - Page 20 To leave an ACD group: 1. Lift the handset. 2. Do one of the following: • Press the Group Presence Feature key to join the group associated with the key. • Dial the Group Presence - Leave Group feature access code followed by the group directory number.
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Page 21: Visual Indications
Visual Indications If your set is programmed to provide a visual alert, the indicator beside the Queue Status Feature Key indicates the three levels of alert as follows: • a solid indicator beside the Line Select Key on your set indicates that the workload is below the first threshold limit programmed •... -
Page 22: Displaying Queue Status
Displaying Queue Status Agents may access the following queue-status information about their Group: • the number of active Agents in the Group • the number of calls waiting for the Group (queue) • the length of time that the longest call has been waiting for the Group. Note: Agents in the Logged Out, Do Not Disturb, or Make Busy states are not considered active Agents for the purpose of Queue Status. -
Page 23: Personal Directory
Personal Directory Your Extension Number: ____________________ Your Agent I.D. Number: ____________________ Your User PIN (ACD hot desk agents only): ___________________ Your Supervisor’s Extension 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.