Mitel Mivoice 5224 Manual
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Mitel Mivoice 5224 Manual

Acd agent/supervisor guide
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Summary of Contents for Mitel Mivoice 5224

  • Page 1 MITEL MIVOICE BUSINESS...
  • 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.

  • Page 3: Table Of Contents

    TABLE OF CONTENTS ABOUT THIS GUIDE ...................... 5 WHAT IS AUTOMATIC CALL DISTRIBUTION (ACD)? ..........5 ABOUT YOUR PHONE ....................6 TIPS FOR YOUR COMFORT AND SAFETY ..............9 Don't cradle the handset!......................9 Protect your hearing ........................9 Adjust the viewing angle ......................9 Feature Access Codes ......................
  • Page 4 MITEL MIVOICE BUSINESS Group Presence........................18 Getting Help..........................20 When You Need Help .......................... 20 Canceling Help............................. 20 Queue Threshold Alert......................21 Visual Indications ..........................21 Audible Indications..........................21 Queue Status........................... 21 When You Need To Know A Group's Queue Status ................22 ACD SUPERVISOR FEATURES AND CAPABILITIES ..........

  • Page 5: About This Guide

    This guide describes operation of the Automatic Call Distribution Feature Package on the Mitel® MiVoice 5224 and 5324 IP Phones. For operation of other features associated with these phones (some of which will work in conjunction with ACD), refer to phone user guide.

  • Page 6: About Your Phone

    MITEL MIVOICE BUSINESS About Your Phone The MiVoice 5224 and 5324 IP Phones are full-feature, dual port, dual mode telephones that provide voice communication over an IP network. Each features a back-lit liquid crystal display (LCD) screen, display-assisted access to features, on-hook dialing and off-hook voice announce with handsfree answerback, and a large ring/message indicator.

  • Page 7: Elements Of Your Phone

    ACD AGENT/SUPERVISOR GUIDE FOR THE MIVOICE 5224/5324 IP PHONES Elements of Your Phone Feature Function Provides a two-line, 20-character liquid crystal display (LCD) viewing  Display area that assists you in selecting and using phone features, accessing your voice mail, and identifying callers.
  • Page 8 MITEL MIVOICE BUSINESS Feature Function  Use to dial. Keypad  Provides 24 keys that can be programmed as speed call keys, feature Programmable Personal keys, or line appearance keys, according to your communication needs. Keys and Personal keys have status indicators.

  • Page 9: Tips For Your Comfort And Safety

    ACD AGENT/SUPERVISOR GUIDE FOR THE MIVOICE 5224/5324 IP PHONES 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. If you use your phone a lot, you may find it more comfortable to use a headset.

  • Page 10: Feature Access Codes

    MITEL MIVOICE BUSINESS 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 11: Acd Agent Features And Capabilities

    ACD AGENT/SUPERVISOR GUIDE FOR THE MIVOICE 5224/5324 IP PHONES ACD Agent Features and Capabilities What are Agent Groups? Traditional ACD agents or hot desk ACD agents may be grouped together based on skill level or department to handle incoming telephone calls in an organization; for example, sales or engineering, or first- or second-level support.

  • Page 12: Logging In

    TABLE OF CONTENTS Note: Hot Desk ACD agents that are not programmed in any groups do not consume an ACD license when they log in. ACD Express Agents 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.

  • Page 13: Displaying Agent Log-In Information

    ACD AGENT/SUPERVISOR GUIDE FOR THE MIVOICE 5224/5324 IP PHONES After you have logged in, you can display your Log-In information. Refer to ”Displaying Agent Log-In Information“ for further details. If you are a traditional ACD agent, you require your Agent ID to log in; if you are an ACD Express or hot desk ACD agent, you require your Agent ID and your User Personal Identification Number (PIN).

  • Page 14: Logging Out

    MITEL MIVOICE BUSINESS Logging Out Logging out returns the set to Make Busy and it no longer receives Automatic Call Distribution (ACD) calls, since ACD calls are directed to Logged In telephones only. Your set operates normally for non-ACD use when logged out.

  • Page 15: Deactivating Auto Answer

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

    Press the Cancel Function Key. Installing a Headset with Feature Control Switch IMPORTANT NOTE: Mitel 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. Disconnecting the headset at the jack or at the quick-disconnect plug restores handset operation.

  • Page 17: Handling Calls With A Headset (With Feature Control Switch)

    ACD AGENT/SUPERVISOR GUIDE FOR THE MIVOICE 5224/5324 IP PHONES Handling Calls with a Headset (with Feature Control Switch): To answer a call (when Auto Answer is disabled)  Press the flashing Line Select key -or- Quickly press and release the Feature Control Switch.

  • Page 18: Taking A Break From Calls (Make Busy Feature)

    Make Busy ensures that your 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 during a call in progress. The Make Busy state commences upon completion of that call.
  • Page 19 ACD AGENT/SUPERVISOR GUIDE FOR THE MIVOICE 5224/5324 IP PHONES To join 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. ...

  • Page 20: Getting Help

    MITEL MIVOICE BUSINESS Getting Help 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...

  • Page 21: Queue Threshold Alert

    ACD AGENT/SUPERVISOR GUIDE FOR THE MIVOICE 5224/5324 IP PHONES 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.

  • Page 22: When You Need To Know A Group's Queue Status

    MITEL MIVOICE BUSINESS When You Need To Know A Group's Queue Status  If your set is programmed with a Generic Group Queue Status Feature Key, press the key (for Supervisors, press the appropriate Specific Group Queue Status Feature Key).

  • Page 23: Acd Supervisor Features And Capabilities

    ACD AGENT/SUPERVISOR GUIDE FOR THE MIVOICE 5224/5324 IP PHONES ACD Supervisor Features and Capabilities What is the Supervisory Position? An Automatic Call Distribution (ACD) Supervisor supervises one or more Agent Groups. The system administrator programs a supervisor’s telephone or hot desk user profile with additional features and keys that allow the supervisor to monitor ACD group activities.

  • Page 24: Restrictions To Silent Monitoring

    MITEL MIVOICE BUSINESS from simple monitoring to “Whisper Coach” and converse with the agent without the other party’s knowledge. Restrictions to Silent Monitoring  While monitoring, you cannot be interrupted by previously-activated features such as Camp On or Callback. ...

  • Page 25: Using Silent Monitoring For Agent Groups

    ACD AGENT/SUPERVISOR GUIDE FOR THE MIVOICE 5224/5324 IP PHONES Using Silent Monitoring for Agent Groups Silent Monitoring can be performed on- or off-hook. To establish this type of Silent Monitor, perform the following tasks 1. Lift the handset and listen for dial tone, if on-hook operation is desired. Otherwise, skip this step.

  • Page 26: Whisper Coach

    MITEL MIVOICE BUSINESS Whisper Coach When an agent needs assistance, you can immediately switch from simple monitoring to “Whisper Coach” and converse with the agent without the called party being aware that a supervisor is present on the call. You can also invoke Whisper Coach while waiting for monitoring of an idle agent to begin.

  • Page 27: What Happens In A Help Request

    ACD AGENT/SUPERVISOR GUIDE FOR THE MIVOICE 5224/5324 IP PHONES 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.

  • Page 28: Path And Group Statistics Events

    MITEL MIVOICE BUSINESS  Answer Personal Call: Signifies the Agent answering a personal call, i.e., a non-ACD 2000 call.  Originate Call Event: Signifies the Agent entering a conversation.  Agent Idle Event: Signifies the Agent completing a personal call or, if no Work Timer is programmed on the Agent’s set, any call.

  • Page 29: Personal Directory

    ACD AGENT/SUPERVISOR GUIDE FOR THE MIVOICE 5224/5324 IP PHONES Personal Directory Your Extension Number:____________________ Your Agent I.D. Number: ____________________ Your User PIN (required for ACD Hot Desk Agents only):______________ Your Supervisor’s Extension Number:___________________ Your Group Name/Number:___________________ Use this table to record your frequently used numbers.
  • Page 30 TABLE OF CONTENTS...

This manual is also suitable for:

Mivoice 5324

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