Table of Contents MITEL COMMUNICATIONS DIRECTOR PLATFORM ACD AGENT GUIDE FOR THE MITEL 5320/5330/5340 IP PHONES
ACD Agent Guide for the Mitel 5320/5330/5340 IP Phones NOTICE The information contained in this document is believed to be accurate in all respects but is not warranted by Mitel Networks™ Corporation (MITEL®). 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.
Table of Contents ABOUT THIS GUIDE ................................................................................................. 1 WHAT IS AUTOMATIC CALL DISTRIBUTION (ACD)? ........................................... 1 ABOUT YOUR MITEL 5320 IP PHONE .................................................................... 2 ABOUT YOUR MITEL 5330/5340 IP PHONES ......................................................... 3 Elements of Your Phone..................................................................
ACD Agent Guide for the Mitel 5320/5330/5340 IP Phones Taking a Break from Calls (Make Busy Feature)............................................................... 16 Activating Make Busy ....................................................................................................................16 Removing Make Busy....................................................................................................................16 Queue Threshold Alert..............................................
ACD Agent Guide for the Mitel 5320/5330/5340 IP Phones 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. What is Automatic Call Distribution (ACD)? The Automatic Call Distribution Feature Package is offered by the Mitel® Communications Director Platform (MCD).
ACD Agent Guide for the Mitel 5320/5330/5340 IP Phones About Your Mitel 5320 IP Phone The Mitel® 5320 IP Phone is full-feature, dual port, dual mode enterprise-class telephone that provides voice communication over an IP network. It features a large graphics display (160 x 320) and self-labeling keys. The 5320 IP Phone offers seven programmable multi-function keys for one-touch feature access.
ACD Agent Guide for the Mitel 5320/5330/5340 IP Phones About Your Mitel 5330/5340 IP Phones The Mitel 5330 and 5340 IP Phones are full-featured, dual port, dual mode enterprise-class telephones that provide voice communication over an IP network. They both feature a large graphics display (160 x 320) and self-labeling keys. The 5330 IP Phone offers 24 programmable multi-function keys; the 5340 IP Phone offers 48 programmable multi-function keys for one-touch feature access.
ACD Agent Guide for the Mitel 5320/5330/5340 IP Phones The 5340 IP Phone 4
ACD Agent Guide for the Mitel 5320/5330/5340 IP Phones Elements of Your Phone Feature Function 1) Display Provides a large, high-resolution viewing area that assists you in selecting and using phone features. 2) Ring/Message Indicator Flashes to signal an incoming call and to indicate a message waiting in your voice mailbox. 3) Volume, Speaker and Mute Controls Provide the following audio control capability: (UP) and speakers.
ACD Agent Guide for the Mitel 5320/5330/5340 IP Phones Ring/Message Indicators When indicator is it means that Flashing rapidly Your phone is ringing Flashing slowly A message or callback message is waiting at your phone On Your phone is ringing another phone Off Your phone is idle, or you are on a call For Users on Resilient MCD Systems If during a call, you hear a beep repeated every 20 seconds it means that your phone is switching to a secondary MCD system.
ACD Agent Guide for the Mitel 5320/5330/5340 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. See the section on headset usage elsewhere in this guide for more information.
ACD Agent Guide for the Mitel 5320/5330/5340 IP Phones 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.
ACD Agent Guide for the Mitel 5320/5330/5340 IP Phones Auto Answer Do Not Disturb (DND) Last Number Redial Timed Reminder Triple Ring Callbacks Advisory Status Message Group Presence ACD Express Agents An ACD Express Agent is a hot desk ACD agent. A hot desk ACD agent becomes an ACD Express Agent on the system when the first group in which it is programmed is an ACD Express Group.
ACD Agent Guide for the Mitel 5320/5330/5340 IP Phones Logging In Automatic Call Distribution (ACD) calls are directed to Logged In Agents only. ACD calls are not directed to a telephone where there is no Agent Logged In. You can log in by following the procedure described below. An important concept in the ACD system for you to be aware of is agent mobility. As an Agent you are assigned a 1- to 7-digit Identification (I.D.) number to log in with. You can be called by this I.D.
ACD Agent Guide for the Mitel 5320/5330/5340 IP Phones 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. Press No until PERSONAL KEYS appears on the display. 3. Press Yes and the Agent Identification (I.D.) number currently logged in will be displayed for 3 seconds. 4. The prompt SELECT A KEY appears.
ACD Agent Guide for the Mitel 5320/5330/5340 IP Phones Answering Calls Answering ACD calls is not unlike answering regular calls. When the telephone rings, the indicator beside your Line Select Key flashes. 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. This is helpful in high call traffic situations normally encountered in an ACD environment. To use a headset, refer to ”Using A Headset“.
ACD Agent Guide for the Mitel 5320/5330/5340 IP Phones Using a Headset Note: Your system administrator may have enabled full-time headset operation on your telephone. Telephones with full-time headset operation enabled must be operated only with headsets. Telephones that are not programmed for full-time headset operation should be programmed with a Headset feature key to allow you to switch between handset and amplified headset (no feature control switch) operation.
ACD Agent Guide for the Mitel 5320/5330/5340 IP Phones Handling Calls with a Headset (no Feature Control Switch): To answer a call (when Auto Answer is disabled): Press the flashing Line Select key. To hang up: Press . 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.
ACD Agent Guide for the Mitel 5320/5330/5340 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 -orQuickly press and release the Feature Control Switch. To mute the headset microphone: Press and hold the Feature Control Switch. To hang up: Press -orQuickly press and release the Feature Control Switch.
ACD Agent Guide for the Mitel 5320/5330/5340 IP Phones Taking a Break from Calls (Make Busy Feature) Activate the Make Busy feature to stop receiving Automatic Call Distribution (ACD) calls at your set for relatively brief periods of time, thereby avoiding the need to log out and subsequently log in again. 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.
ACD Agent Guide for the Mitel 5320/5330/5340 IP Phones 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.
ACD Agent Guide for the Mitel 5320/5330/5340 IP Phones To change another group member's presence status: 1. Lift the handset. 2. Dial the Group Presence - Join Group Third Party or Group Presence - Leave Group Third Party . 3. Dial the directory number of the group member. 4. Dial the group directory number.
ACD Agent Guide for the Mitel 5320/5330/5340 IP Phones 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.
ACD Agent Guide for the Mitel 5320/5330/5340 IP Phones 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.
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