Листовка для Mitel 5340 IP

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ACD AGENT QUICK REFERENCE GUIDE 

After ending a call, you will be allowed a 

certain amount of time to complete the 
work generated by the call before another 
one is presented.

You have the option of canceling the timer 

and accepting another call before the timer 
expires.

To cancel the After Work Timer:

•  Press 

.

Making a call or answering another 
non-ACD call automatically 
cancels the timer. Be prepared to 
answer another ACD call when you 
hang up

This feature makes your phone unavailable 

for ACD calls without logging out. Use it 
for coffee or lunch breaks or if you need 
more time to handle paperwork between 

calls.

To make your phone busy:

n

 Press 

.

o

 Press the No softkey repeatedly until 

MAKE BUSY? appears.

p

 Press the 

 or 

 

sofkey.

You can place your current call on hold 

(ACD or non-ACD), and return to it later.

To place a call on hold:

•  Press 

.

The Line key associated with the call 

flashes.

To return to a call on hold:

•  Press the flashing Line key.

If you need to include your supervisor or 
other ACD agent in a three-way call:

n

 While connected to the ACD call, press 

.

o

 Dial the ACD ID or extension number 

of the supervisor or agent.

p

 Wait for an answer.

q

 Press 

.

To leave a Conference: 

•  Hang up.

The other parties remain connected.

To transfer an active call to your supervisor 

or another ACD agent:

n

 While connected to the ACD call, press 

.

o

 Dial the ACD ID or extension number 

of the supervisor or agent.

p

 Do one of the following: 

•  To complete the transfer, hang up.
•  To announce the transfer, wait for 

an answer, consult, and then hang 

up.

•  To cancel the transfer and reconnect 

the ACD call, press 

.

The LED in the Queue Status key and/or ringing patterns indicate the status of your Agent 
Group as follows:

Press the flashing Line key.Pressing the Queue Status key displays information for your 

Agent Group from left to right:

•  your Agent number
•  number of calls waiting to be answered
•  the longest time a call has been waiting

Pressing the 

 softkey (if available) displays the name of your Agent Group.

To exit, press 

Visual Indication Audible Indication Meaning
Off

None

No calls waiting in queue

On

Single ring

Calls waiting less than 1

st

 threshold time period

Slow flash

None

Calls waiting between 1

st

 and 2

nd

 threshold time 

period

Fast flash

Double ring

Calls waiting longer than 2

nd

 threshold period