ACD AGENT QUICK REFERENCE GUIDE

Mitel

Handling calls with a headset

3300 IP Communications Platform (no feature control switch) Making Calls

To answer a call (Auto Answer off): Internal Calls

Mitel 5010 IP, 5212, 5215, 5312 IP Phones • Dial the number manually
• Press the flashing Line key.
This card describes the basic features available to Agent phones with standard -Or-
programming. Your phone may be programmed in a different way. Consult your system To hang up
Press a Speed Call key.
administrator if you need further information. • Press the Hang Up softkey or
To log out of your ACD group: CANCEL. External Calls
Supervisor Override
• Press the Agent Logout key or dial • Dial the outside line access code
Handling calls with a headset (with
The supervisor can monitor your ACD ___ (ACD Agent Logout Code). (usually “9”)
calls and join in if necessary. A warning
feature control switch) You hear dial tone.
tone sounds before the override starts, and • Press CANCEL.
To answer a call (Auto Answer off): • Dial the number manually
then repeats at regular intervals until the
supervisor hangs up. Answering Calls • Press the flashing Line key -Or-
Press a Speed Call key or REDIAL.
Auto Answer -Or-
For More Information
Quickly press and release the Control After Work Timer
For additional information on using your Auto Answer alerts you to a call by
sounding a brief tone and automatically Switch.
phone, download the user guide from the After ending a call, you will be allowed a
Mitel Networks Documentation (eDocs) connecting you to the caller. To end the To mute the headset microphone: certain amount of time to complete the
website - http://edocs.mitel.com/UG/ call, press CANCEL. work generated by the call before another
index.html • Press and hold the Control Switch. one is presented.
To enable or disable Auto Answer:
To hang up You have the option of canceling the
Login/Logout • Press the AUTO ANSWER key.
The key lights when the feature is • Quickly press and release the Control timer and accepting another call before
To log in as a Traditional ACD Agent enabled. Switch the timer expires.
• Press the Agent Login key or dial ___ IMPORTANT! Never leave your phone -Or- To cancel the After Work Timer:
(ACD Agent Login Code). unattended while Auto Answer is on. Press CANCEL.
• Press CANCEL.
• Enter your Agent ID and press #.
Headset Operation Enabling or Disabling Headset NOTE:Making a call or answering
To log in as a Hot Desk ACD Agent or Hot Operation (on phones not another non-ACD call automatically
Desk ACD Express Agent: Your administrator may have enabled full- programmed for full-time headset cancels the timer. Be prepared to answer
time headset operation on your phone. another ACD call when you hang up.
• Press the Agent Login key or dial ___ operation)
Such phones cannot be operated with a
(ACD Agent Login Code). handset. • Press the HEADSET key
Make Busy
• Enter your Agent ID. A headset can be used in regular answer -Or-
• Enter your User PIN and press #. mode or with Auto Answer. This feature makes your phone
Connect or disconnect the headset at unavailable for ACD calls without
the quick-disconnect plug. (Headset logging out. Use it for coffee or lunch
with feature control switch only.) breaks, or if you need more time to handle
paperwork between calls.

M Mitel (design) is a registered trademark of Mitel Networks Corporation. © 2009, Mitel Networks Corporation. All other products and services are the trademarks of their respective holders. All rights reserved.
 ACD AGENT QUICK REFERENCE GUIDE

To make your phone busy:

Queue Status
• Press the MAKE BUSY key. Transfer
The light flashes quickly. The LED in the Queue Status key and/or
ringing patterns indicate the status of your To transfer an active call to your
Press the key again to make your Agent Group as follows: supervisor or another ACD agent:
phone available for ACD calls.
n While connected to the ACD call,
press TRANS/CONF.
Visual Indication Audible Indication Meaning
Off None No calls waiting in queue o Dial the ACD ID or extension number
On Single ring of the supervisor or agent.
Calls waiting less than 1st threshold time
period p Do one of the following:
Slow flash None Calls waiting between 1st and 2nd threshold • To complete the transfer, hang up.
time period
• To announce the transfer, wait for
Fast flash Double ring Calls waiting longer than 2nd threshold period an answer, consult, and then hang up.

Pressing the Queue Status key displays To return to a call on hold: • To cancel the transfer and
information for your Agent Group from reconnect the ACD call, press
left to right: • Press the flashing Line key. CANCEL.

• your Agent number Conference

• number of calls waiting to be answered If you need to include your supervisor or
• the longest time a call has been waiting other ACD agent in a three-way call:

Pressing the NAME softkey (if available) n While connected to the ACD call,
displays the name of your Agent Group. press TRANS/CONF.

To exit, press SUPERKEY.

o Dial the ACD ID or extension number
of the supervisor or agent.
Hold p Wait for an answer.
You can place your current call on hold q Press TRANS/CONF.
(ACD or non-ACD), and return to it later.
To leave a Conference:
To place a call on hold:
• Hang up.
• Press Hold. The other parties remain connected.
The Line key associated with the call
flashes.

M Mitel (design) is a registered trademark of Mitel Networks Corporation. © 2009, Mitel Networks Corporation. All other products and services are the trademarks of their respective holders. All rights reserved.