Mitel 5224 Manual De Usuario

 

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. 

1.  Lift the handset and listen for dial tone, if on-hook operation is desired. Otherwise, skip this 

step. 

2. Press 

the 

Monitor Softkey. 

3.  Enter the Agent Group Number you want to monitor. If no conversations are taking place in 

the Group, you will hear silence and the display will show the Group number, followed by 
WAITING.

 

If a conversation is in progress or begins, you will hear Paging tone prior to the conversation, 
and the display will show the Group number and the name of the Agent. 

When the conversation ends you will receive Paging tone followed by silence until the next 
conversation begins. To join the conversation being monitored, refer to ”Conferencing“ later in 
this guide. 

You may monitor a different Agent in the Group by pressing the  Softkey. There is a brief 
period of silence between the removal of the first monitor and the creation of the second. 
When the  Softkey is pressed, and there are no other conversations in the Group, you are 
returned to the original conversation. 

4.  To exit Silent Agent Group Monitoring, hang up your telephone or press 

. 

Conferencing (ACD Barge) 

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. 

1.  Establish a Silent Agent or Group Monitor as explained in "Silent Agent and Group 

Monitoring". 

2. Press 

the 

 key to join the conversation. Silent Monitoring ends when the Conference 

begins. 

3.  To exit the Conference, hang up your telephone or press 

. Following termination of a 

Conference you must start over and re-establish Silent Monitoring as described in "Silent 
Agent and Group Monitoring".