Mitel 5330 IP User's Manual

Mitel IP Phone User's Manual - 5330 IP.
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ACD AGENT QUICK REFERENCE GUIDE 

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.

Mitel

3300 IP Communications Platform
Mitel 5330 IP, 5340 IP Phones

This card describes the basic features available to Agent phones with standard programming. 
Your phone may be programmed in a different way. Consult your system administrator if you 
need further information.

SUPERKEY

SUPERKEY feature key must be 
programmed on your set to access ACD 
features. Contact your system adminstrator 

if you require assistance.

Supervisor Override

The supervisor can monitor your ACD calls 

and join in if necessary. A warning tone 
sounds before the override starts, and then 
repeats at regular intervals until the 

supervisor hangs up.

Getting Help

Use the Request Help softkey on your 
phone to signal your supervisor that you 
need help with a threatening or abusive 

caller. The supervisor responds by silently 
monitoring the conversation, and then 
joining in if necessary.
•  Press SUPERKEY.
•  Press the No softkey repeatedly until 

REQUEST HELP? appears.

•  Press the Yes softkey
•  Enter the supervisor’s Agent ID or 

extension number.

•  Press the Enter softkey.

For More Information

For additional information on using your 
phone, download the user guide from the 
Mitel Networks Documentation (eDocs) 

website - http://edocs.mitel.com/UG/
index.html

Login/Logout

To log in as a traditional agent:

•  Press SUPERKEY. “AGENT 

LOGIN?” is displayed.

•  Press Yes.
•  Dial your Agent ID number and press 

Enter.

To log in as a hot desk ACD agent or ACD 

Express agent:

•  Press HotDesk. “NO USER LOGGED 

IN” appears in the display.

•  Press Login. “ENTER YOUR EXT#” is 

displayed.

•  Dial your Agent ID number and press 

OK. “Enter your PIN” appears.

•  Enter your PIN and press OK.

To log out:

•  Press SUPERKEY.

•  Press the No softkey repeatedly until 

AGENT LOG OUT? appears.

•  Press Agent Logout. After a few 

seconds, LOGGED OUT appears on the 

display.

Answering Calls

Auto Answer

Auto Answer alerts you to a call by 

sounding a brief tone and automatically 
connecting you to the caller. To end the call, 
press CANCEL.

To enable or disable Auto Answer:
•  Press SUPERKEY.
•  Press the No softkey repeatedly until 

AUTO ANSWER? appears.

•  Press the Turn On or Turn Off softkey.

Headset Operation
Your administrator may have enabled full-

time headset operation on your phone. Such 
phones cannot be operated with a handset.

A headset can be used in regular answer 

mode or with Auto Answer.

Handling calls with a headset (no 
feature control switch)

To answer a call (Auto Answer off):

•  Press the flashing Line key.

To hang up
•  Press the Hang Up softkey or 

CANCEL.

Handling calls with a headset (with 
feature control switch)

To answer a call (Auto Answer off):
•  Press the flashing Line key

-Or-
Quickly press and release the Control 
Switch.

To mute the headset microphone:

•  Press and hold the Control Switch.

To hang up

•  Quickly press and release the Control 

Switch

-Or-
Press CANCEL.

Enabling or Disabling Headset 
Operation (on phones not 
programmed for full-time headset 
operation)

•  Press the HEADSET key

-Or-
Connect or disconnect the headset at the 

quick-disconnect plug. (Headset with 
feature control switch only.)

Making Calls

Internal Calls

•  Dial the number manually

-Or-
Press a Speed Call key.

External Calls

•  Dial the outside line access code 

(usually “9”).
You hear dial tone.

•  Dial the number manually

-Or-
Press a Speed Call key or REDIAL.

IMPORTANT! Never leave your phone 
unattended while Auto Answer is on.

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