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MITEL
MIVOICE BUSINESS
A AC CD D A AG GE EN NT T//S SU UP PE ER RV VIIS SO OR R G GU UIID DE E
F FO OR R T TH HE E M MIIV VO OIIC CE E 5 52 22 24 4 A AN ND D 5 53 32 24 4 IIP P P PH HO ON NE ES S
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NOTICE The information contained in this document is believed to be accurate in all respects but is not ® warranted by Mitel Networks™ Corporation (MITEL ). The information is subject to change without notice and should not be construed in any way as a commitment by Mitel or any of its affiliates or subsidiaries. Mitel and its affiliates and subsidiaries assume no responsibility for any errors or omissions in this document. Revisions of this document or new editions of it may be issued t
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TABLE OF CONTENTS ABOUT THIS GUIDE...................................................................................................... 5 WHAT IS AUTOMATIC CALL DISTRIBUTION (ACD)? ................................................ 5 ABOUT YOUR PHONE .................................................................................................. 6 TIPS FOR YOUR COMFORT AND SAFETY ................................................................. 9 Don't cradle the handset!.................
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MITEL MIVOICE BUSINESS Group Presence.......................................................................................................................18 Getting Help.............................................................................................................................20 When You Need Help .......................................................................................................................... 20 Canceling Help......................................
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ACD AGENT/SUPERVISOR GUIDE FOR THE MIVOICE 5224/5324 IP PHONES About this Guide This guide describes operation of the Automatic Call Distribution Feature 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 conjunction with ACD), refer to phone user guide. What is Automatic Call Distribution (ACD)? The Automatic Call Distribution (ACD) Feature Packages are offered by the Mitel MiVoice Business s
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MITEL MIVOICE BUSINESS About Your Phone The MiVoice 5224 and 5324 IP Phones are full-feature, dual port, dual mode telephones that provide voice communication over an IP network. Each features a back-lit liquid crystal display (LCD) screen, display-assisted access to features, on-hook dialing and off-hook voice announce with handsfree answerback, and a large ring/message indicator. The 5224 and 5324 IP Phones provide 24 program-mable keys for one-touch feature access. Both phones provide t
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ACD AGENT/SUPERVISOR GUIDE FOR THE MIVOICE 5224/5324 IP PHONES Elements of Your Phone Feature Function Provides a two-line, 20-character liquid crystal display (LCD) viewing Display area that assists you in selecting and using phone features, accessing your voice mail, and identifying callers. When you are using the Superkey menu interface, prompts and feature information appear on the display screen. For information on selecting menu options with or without softkeys, see “Selectin
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MITEL MIVOICE BUSINESS Feature Function Use to dial. Keypad Provides 24 keys that can be programmed as speed call keys, feature Programmable Personal keys, or line appearance keys, according to your communication needs. Keys and Personal keys have status indicators. Designation Card On a 5224 or 5324 IP Phone, the bottom right personal key is always your Prime Line key. Write the name (speed call, feature or line appearance) of the Personal keys that you program on the designa
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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 can lead to neck, shoulder, or back discomfort, especially if you cradle the handset between your ear and shoulder. If you use your phone a lot, you may find it more comfortable to use a headset. See the section on headset usage in this guide for more information. Protect your hearing Your phone has a control for adjusting the volume
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MITEL MIVOICE BUSINESS Feature Access Codes Many features can be activated or disabled by Feature Access codes when no Feature Keys are programmed for this purpose. Contact your System Administrator for these and other Feature Access codes available on your telephone system, or to have these features programmed into your set’s softkeys. Record your Feature Access codes in the Personal Drectory table at the end of this guide. For Agents on Resilient MiVoice Business Systems If during a ca
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ACD AGENT/SUPERVISOR GUIDE FOR THE MIVOICE 5224/5324 IP PHONES ACD Agent Features and Capabilities What are Agent Groups? Traditional ACD agents or hot desk ACD agents may be grouped together based on skill level or department to handle incoming telephone calls in an organization; for example, sales or engineering, or first- or second-level support. Callers are then directed to the Group that best serves their needs. The formation of ACD agent groups with two or more agents in each grou
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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 Express agent on a system if the first group in which it is programmed is an ACD Express Group. ACD Express Agents have the same behaviors as hot desk ACD agents, except that ACD Express Agents: never consume an ACD license
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ACD AGENT/SUPERVISOR GUIDE FOR THE MIVOICE 5224/5324 IP PHONES After you have logged in, you can display your Log-In information. Refer to ”Displaying 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 require your Agent ID and your User Personal Identification Number (PIN). To log in as a traditional agent 1. Press SuperKey. “Agent Login?” is displayed. 2. Press Y
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MITEL MIVOICE BUSINESS Logging Out Logging out returns the set to Make Busy and it no longer receives Automatic Call Distribution (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 during a call in progress, and takes effect only when you terminate (hang up) the call. This allows you to activate this feature before your set can ring again for another call. To log out 1. Press Su
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ACD AGENT/SUPERVISOR GUIDE FOR THE MIVOICE 5224/5324 IP PHONES Deactivating Auto Answer To deactivate Auto Answer 1. Press SuperKey. 2. Press the No softkey until AUTO ANSWER? appears on the display. 3. Select Turn Off. Auto Answer is deactivated and AUTO ANSWER disappears from the display. Using a Headset Your system administrator may have enabled full-time headset operation on your telephone. Telephones with full-time headset operation enabled must be operated only with headsets.
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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 Answer is disabled) Press the flashing Line Select key. To hang up: Press the Cancel Function Key. Installing a Headset with Feature Control Switch IMPORTANT NOTE: Mitel Headsets with Feature Control Switch (PN 9132-800-500- NA/9132-800
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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 Answer 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 Switch. To hang up Press the Cancel Function Key -or- Quickly press and release the Feature Control Switch. Using and Canceling the Work Timer Th
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MITEL MIVOICE BUSINESS Taking a Break from Calls (Make Busy Feature) Activate the Make Busy feature to stop receiving 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 while you are unavailable to handle the calls. Your Mitel IP Phone operates as a normal telephone except for ACD use during the Make Busy state. You can activ
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ACD AGENT/SUPERVISOR GUIDE FOR THE MIVOICE 5224/5324 IP PHONES To join an ACD group 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 Group feature access code followed by the group directory number. The LED associated with the key is steady lit when the member is present and off when absent. To leave an ACD group 1. Lift the handset. 2. Do one of the following: Pres
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MITEL MIVOICE BUSINESS Getting Help Whenever you are in a conversation on an Automatic Call Distribution (ACD) call, you can request help from an ACD Supervisor. 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 decides to use the Whisper Coach (see page 26) feature to initiate a two-way call with the agent or to establish a three-way conference with all parti
