Mitel 5224 User Manuals

Table of 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
• 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

    10
  • For Agents on Resilient MiVoice Business Systems

    10
  • Features Not Available

    10
  • Line Interface Module

    10
• ACD Agent Features and Capabilities

  11
  • What are Agent Groups?

    11
  • About ACD Agent Hot Desking

    11
  • Logging In

    12
  • Displaying Agent Log-In Information

    13
  • Logging Out

    14
  • Answering Calls

    14
  • Using the Auto Answer Feature

    14
  • Using a Headset

    15
  • Using and Canceling the Work Timer

    17
  • Taking a Break from Calls (Make Busy Feature)

    18
  • Group Presence

    18
  • Getting Help

    20
  • Queue Threshold Alert

    21
  • Queue Status

    21
• ACD Supervisor Features and Capabilities

  23
  • What is the Supervisory Position?

    23
  • Queue Threshold Alert / Queue Status

    23
  • Silent Agent and Group Monitoring

    23
  • Conferencing (ACD Barge)

    25
  • Whisper Coach

    26
  • Responding to Help

    26
  • What Happens in a Help Request

    27
  • System Reporting Capabilities

    27
• Personal Directory

  29