Mitel 5224 User Manual
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Mitel 5224 User Manual

3300 ip communications platform
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See also: Reference Manual , Configuration Manual
MITEL
3300 IP Communications
Platform
ACD Agent/Supervisor Guide
for the Mitel 5224
and 5324 IP Phones

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Summary of Contents for Mitel 5224

  • Page 1 MITEL 3300 IP Communications Platform ACD Agent/Supervisor 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.

  • Page 3: Table Of Contents

    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 ..........................
  • Page 4 Conferencing ...........................30 Responding to Help .........................30 What Happens in a Help Request ...................31 System Reporting Capabilities....................32 Time Events Records .......................... 32 Call Events............................32 Path and Group Statistics Events ......................33 Station Message Detail Recording (SMDR) ..................33 Personal Directory ........................34...

  • Page 5: About This Guide

    ® Package on a Mitel IP phone. For operation of other features associated with Mitel IP phones (some of which will work in conjunction with ACD), refer to the set guide. What is Automatic Call Distribution (ACD)? The Automatic Call Distribution (ACD) Feature Packages are offered by the Mitel 3300 Integrated Communications Platform (ICP).

  • Page 6: 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 7: Elements Of Your Phone

    Elements of Your Phone Element Function Provides a two-line, 20-character liquid crystal display (LCD) Display viewing area that assists you in selecting and using phone features, accessing your voice mail, and identifying callers. When you are using the Superkey menu interface, prompts and feature information appear on the display screen.

  • Page 8: Ring/Message Indicator

    Your phone is ringing another phone Your phone is idle, or you are on a call Selecting Menu Options The 5224 and 5324 IP Phones have softkeys that allow you to select feature and menu options. About Feature Access Codes Use of some features requires dialing access codes.

  • Page 9: Line Interface Module

    Emergency Calls. If you have a Line Interface Module connected to your 5224 or 5324 IP Phone, all programming of the Line Interface Module, except the Analog Key, is done by the Installer when your phone is installed.

  • Page 10: For Agents On Resilient 3300 Icp Systems

    For Agents on Resilient 3300 ICP Systems If you hear two beeps that are repeated every 20 seconds during your call, it means that your phone is switching to a secondary 3300 ICP system. Your call continues. Normal operation resumes when your phone switches back to the primary system. If your phone is idle and switched to the secondary system, you’ll see a flashing rectangle on the display.

  • Page 11: 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 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. Callers are then directed to the Group that best serves their needs.

  • Page 12: Logging In

    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) •...
  • Page 13 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.

  • Page 14: 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 to that set. To display agent log-in information: 1. Press SuperKey. 2.

  • Page 15: Answering Calls

    Answering Calls Answering ACD calls is not unlike answering regular calls. When the telephone rings, you will see the indicator beside your Line Select Key flash. To answer the call, pick up the handset and begin speaking. A headset option can be programmed into your system, eliminating the need to pick up the handset.

  • Page 16: 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 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 17: 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.

  • Page 18: Handling Calls With A Headset (With Feature Control Switch)

    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. To mute the headset microphone: • Press and hold the Feature Control Switch.

  • Page 19: 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 20: 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 during a call in progress. The Make Busy state commences upon completion of that call.

  • Page 21: Group Presence

    Group Presence Group Presence allows members of an ACD Group to make themselves “absent” or “present” in a group. Only members who are present in a group are offered calls to that group. Users belonging to multiple groups can control their presence in each group separately through the use of feature keys (one for each group), or by dialing a feature access code (FAC) followed by the group number.
  • Page 22 To leave all ACD groups: 1. Lift the handset (optional on devices that support on-hook dialing). 2. Dial the Group Presence - Join All ACD Groups feature access code. To change another group member's presence status: 1. Lift the handset. 2.

  • Page 23: Getting Help

    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 monitored unless the Supervisor later decides to initiate a three-way conference, which can be done at any time during the call.

  • Page 24: Canceling Help

    Canceling Help While waiting for the Supervisor to respond to your Help request, you can cancel the Help request before it is answered by pressing the Cancel Function Key. This cancels the request and you are prompted to enter a second help number, if desired.

  • Page 25: Audible Indications

    Audible Indications For sets programmed for audible indications, the system provides the following different ringing patterns, depending on the threshold alert status: • a single ring occurs when the longest waiting caller exceeds the programmed first threshold time interval • a double ring occurs when the longest waiting caller exceeds the programmed second threshold time interval •...

  • Page 26: Acd Supervisor Features And Capabilities

    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 27: Queue Threshold Alert / Queue Status

    Queue Threshold Alert / Queue Status Supervisors may need to be alerted when any of two or more Agent Groups have exceeded programmed limits. For this reason, Supervisors may have two or more Specific Group Queue Status Feature Keys programmed on their set, each dedicated to a different Group's activities.

  • Page 28: Using Silent Monitoring For Individual Agents

    • If you establish a conference during Silent Monitoring, you will not be placed automatically in Silent Monitor mode once the conference has ended. You must start over and re-establish Silent Monitoring following termination of the Conference. • If you are responsible for monitoring more than one Agent Group, you must exit the Silent Monitor feature for the Group you are presently monitoring and then re-establish it for the next Group you want to monitor.

  • Page 29: Using Silent Monitoring For Agent Groups

    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. 2.

  • Page 30: Conferencing

    Conferencing This feature allows you to join into a conversation that is being monitored. You, the Agent, and the ACD caller are joined in conversation. All parties hear the Conference tone when you start the Conference. To start a Conference 1.

  • Page 31: What Happens In A Help Request

    Conference tone again to indicate that the active monitor condition has resumed. If you have logged in as an Agent in addition to your supervisory role, Agents are able to request Help from you without knowing your location by using your Log-In I.D.

  • Page 32: System Reporting Capabilities

    System Reporting Capabilities The 3300 ICP is capable of producing many reports that can be used as management tools to study the effectiveness of the ACD operation. These reports may be presented in a variety of ways based on the software package used to generate them.

  • Page 33: Path And Group Statistics Events

    • Call Hold Abandon Event: Occurs when an Agent’s held party clears down (i.e., is answered) while on hold. • Agent Log-In: Records each time an Agent successfully logs in. • Agent Log Out: Records each time an Agent successfully logs out. •...

  • Page 34: Personal Directory

    Agent Skill Groups simultaneously, the group DN and not path numbers is provided in SMDR records. • Called Party Field: Records the Agent ID of the Agent that answered the ACD Path call. 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:___________________...

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