Mitel 5224 manual

MITEL MIVOICE BUSINESS F A A C C D D A A G G E E N N T T / / S S U U P P E E R R V V I I S S O O R R G G U U I I D D E E F O O R R T T H H E E M M I I V V O O I I C C E E 5 5 2 2 2 2 4 4 A A N N D D 5 5 3 3 2 2 4 4 I I P P P P H H O O N N E E S S[...]

NOTICE The information contained in this do cument is be lieved to be accurate in all respects but is not warranted by Mitel Networks™ Corporation (MITEL ® ). The information is subje ct to change without notice and should not be constru ed in any way as a commitment by Mitel or any of its affiliates or subsidiaries. Mitel and its affiliates and[...]

TABLE OF CONTENTS ABOUT THIS GUIDE ...................................................................................................... 5 WHAT IS AUTOMATIC CALL DISTRIBUTION (ACD)? ................................................ 5 ABOUT YOUR PHONE .................................................................................................. [...]

MITEL MIVOICE BUSINESS Group Presence................................................................................................................. ...... 18 Getting Help ................................................................................................................... .......... 20 When You Need Help ...........................[...]

ACD AGENT/SUPERVISOR GUIDE FOR THE MIVOICE 5224/5324 IP PHONES About this Guide This guide describes op eration of the Automatic Call Distribution F eature Package on the Mitel® MiVoice 5224 and 5324 IP Phones. For operation of other features associated with these phones (some of which will work in conj unction with ACD), refer to phone user guide[...]

MITEL MIVOICE BUSINESS About Your Phone The MiVoice 5224 and 5324 IP Phones are full-fe ature, dual port, dual mode tele phones that provide voice communication over an IP network. Each features a back-lit liquid crystal display (LCD) screen, display-assi sted access to featur es, on-hook dialing and off-hook voice annou nce with handsfree answerba[...]

ACD AGENT/SUPERVISOR GUIDE FOR THE MIVOICE 5224/5324 IP PHONES Elements of Your Phone Feature Function  Display Provides a two-line, 20-character liquid crystal display (LCD) viewing area that assists you in selecting a nd using phone feat ures, accessing your voice mail, and identifying callers. When you are using the Superkey menu interface, p[...]

MITEL MIVOICE BUSINESS Feature Function  Keypad Use to dial.  Programmable Personal Keys and Designation Card Provides 24 keys that can be prog rammed as speed call keys, feature keys, or line appearance keys, according to your com munication needs. Personal keys have status indicato rs. On a 5224 or 5324 IP Phone, the bottom right personal k[...]

ACD AGENT/SUPERVISOR GUIDE FOR THE MIVOICE 5224/5324 IP PHONES Tips for Your Comfort and Safety Don't cradle the handset! Prolonged use of the handset ca n lead to neck, sh oulder, or back discomfort, especi ally if you cradle the handset between your ear an d shoulder. If you use your phone a lot, you may find it more comfortable to use a hea[...]

MITEL MIVOICE BUSINESS Feature Access Codes Many features can be activated or disabled by Feature Access cod es when no Feature Keys are programmed for this pu rpose. Contact your System Administrator for these and other Featu re Access codes a vailable on your telephone system, or to have these feat ures progr ammed into your set’s softkeys. Rec[...]

ACD AGENT/SUPERVISOR GUIDE FOR THE MIVOICE 5224/5324 IP PHONES 11 ACD Agent Features and Capabilities What are Agent Groups? Traditional ACD agents or hot desk ACD agents ma y be grouped together based on skill leve l or department to handle incoming telepho ne calls in an organization; for example, sales or engineering, or first- or second-l evel [...]

TABLE OF CONTENTS Note: Hot Desk ACD agents that are not programmed in any groups do not consume an ACD license when they log in. ACD Express Agents An ACD Express agent is a simplified version of an ACD agent with hot desking. A hot desk ACD agent becomes an ACD Ex press agent on a system if the first group in whi ch it is programmed is an ACD Exp[...]

ACD AGENT/SUPERVISOR GUIDE FOR THE MIVOICE 5224/5324 IP PHONES After you have logge d in, you can display your Log- In information. Refer to ”Di splaying Agent Log-In Information“ for further details. If you are a traditional ACD agent, you require your Agent ID to log in; if you are an ACD Express or hot desk ACD agent, you requi re your Agent[...]

MITEL MIVOICE BUSINESS Logging Out Logging out returns the set to Make Busy and it no longer receives Automatic Call Distributio n (ACD) calls, since ACD calls are directed to Logged In telephones only. Your set operates normally for non-ACD use when logged out. Logging Out can be activated durin g a call in progress, and takes effect only when you[...]

ACD AGENT/SUPERVISOR GUIDE FOR THE MIVOICE 5224/5324 IP PHONES Deactivating Auto Answer To deactivate Auto Ans wer 1. Press SuperKey . 2. Press the No softkey until AUTO ANS WER? appears on the displa y. 3. Select Turn Off . Auto Answer is deactivated and AUTO ANSWER disappears from the display. Using a Headset Your system administrator may have en[...]

MITEL MIVOICE BUSINESS 4. Set the telephone upright and return the handset to the cradle. 5. Press the Headset Feature Key. 6. Store your headset in a safe place. Handling Calls with a Headset (no Feature Control Switch): To answer a call (when Auto Ans wer is disabled)  Press the flashing Line Select key. To hang up:  Press the Cancel Functi[...]

ACD AGENT/SUPERVISOR GUIDE FOR THE MIVOICE 5224/5324 IP PHONES Handling Calls with a Headset ( with Feature Control Switch): To answer a call (when Auto Ans wer is disabled)  Press the flashing Line Select key -or- Quickly press and release the Feature Control Switch. To mute the headset microphone  Press and hold the Feature Control S witch.[...]

MITEL MIVOICE BUSINESS Taking a Break from Calls (Make Busy Feature) Activate the Make Busy feature to stop receivi ng 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 whil e you are[...]

ACD AGENT/SUPERVISOR GUIDE FOR THE MIVOICE 5224/5324 IP PHONES To join an ACD gr oup 1. Lift the handset. 2. Do one of the following:  Press the Group Presence Feature key to join the group associated with the key.  Dial the Group Presence - Join Grou p feature access code followed by the group directory number. The LED associated with the ke[...]

MITEL MIVOICE BUSINESS Getting Help Whenever you are in a conversatio n on an Automatic Call Distrib ution (ACD) call, you can request help from an ACD Supervi sor. The type of help you receive initially is to have the Supervisor silently monitor the conversation. The caller is not aware that they are being monitored unless the Supervisor later dec[...]

ACD AGENT/SUPERVISOR GUIDE FOR THE MIVOICE 5224/5324 IP PHONES Queue Threshold Alert Thresholds are program med into the ACD syst em to provide a basi s for alerting Agents and Supervisors that calls have waited longe r than acceptable limits (thres holds ) to be answered. If your set is programmed with a Gen eric Group Queue Status Feature Key, it[...]

MITEL MIVOICE BUSINESS When You Need To Know A Group's Queue Status  If your set is programmed with a Gen eric Group Queue Status Feature Key, press the key (for Supervisors, press th e appropri ate Specific Group Queue Status Featu re Key). 22[...]

ACD AGENT/SUPERVISOR GUIDE FOR THE MIVOICE 5224/5324 IP PHONES ACD Supervisor Features and Capabilities What is the Supervisory Position? An Automatic Call Distribution (ACD) Supervisor supervises one or more Age nt Groups. The system administrator prog rams a supervisor’s te lephone or hot desk u ser profile with additional features and keys tha[...]

MITEL MIVOICE BUSINESS from sim ple monitoring to “Whisper Coach” and converse with the agent without the other party’s knowledge. Restrictions to Silent Monitoring  While monitoring, you cannot be interrupted by previously-activated features such as Camp On or Callback.  During monitoring, you temporarily lose Hard Hold, Soft Hold, and[...]

ACD AGENT/SUPERVISOR GUIDE FOR THE MIVOICE 5224/5324 IP PHONES Using Silent Monitoring for Agent Groups Silent Monitoring can be performed on- o r off-hook. To establish this type of Silent Monitor, perform the follo wing tasks 1. Lift the handset and listen for dial tone, if on-ho ok operation is desired. Otherwise, skip thi s step. 2. Press the M[...]

MITEL MIVOICE BUSINESS Whisper Coach When an agent needs assi stance, you can immedi ately switch from simple monitoring to “Whisper Coach” and conv erse with the agent without the called pa rty being aware that a supervisor is present on the call. You can also invo ke Whisper Coa ch while waiting for monitoring of an idle agent to begin. To in[...]

ACD AGENT/SUPERVISOR GUIDE FOR THE MIVOICE 5224/5324 IP PHONES What Happens in a Help Request When you receive a Help request from an Agent, your set emits a triple ring. HELP is displaye d, followed by the Extension number and name (i f programmed) of the Agent req uesting Help. To respond to the Help request 1. Pick up your handset. Your set auto[...]

MITEL MIVOICE BUSINESS  Answer Personal Call: Signifies the Agent answering a personal call, i.e., a non-ACD 20 00 call.  Originate Call Event: Signifies the Agent entering a conversation.  Agent Idle Event: Signifies the Agent comple ting a personal call or, if no Work Timer is programmed on the Agent’ s set, any call.  Call Hold Eve[...]

ACD AGENT/SUPERVISOR GUIDE FOR THE MIVOICE 5224/5324 IP PHONES 29 Personal Di r ectory Your Extension Number:___________ _________ Your Agent I.D. Number: ___________ _________ Your User PIN (required for ACD Hot Des k Agents only ):_____________ _ Your Supervisor’s Extension Number:______ _____________ Your Group Name/Number:________ ___________[...]

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