Instruction/ maintenance manual of the product 5224 Mitel
Go to page of 30
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.
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.
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 .............................................................................
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.
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.
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.
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.
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.
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.
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 base.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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).
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.
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.
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.
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.
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.
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.
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.
TABLE OF CONTENTS.
An important point after buying a device Mitel 5224 (or even before the purchase) is to read its user manual. We should do this for several simple reasons:
If you have not bought Mitel 5224 yet, this is a good time to familiarize yourself with the basic data on the product. First of all view first pages of the manual, you can find above. You should find there the most important technical data Mitel 5224 - thus you can check whether the hardware meets your expectations. When delving into next pages of the user manual, Mitel 5224 you will learn all the available features of the product, as well as information on its operation. The information that you get Mitel 5224 will certainly help you make a decision on the purchase.
If you already are a holder of Mitel 5224, but have not read the manual yet, you should do it for the reasons described above. You will learn then if you properly used the available features, and whether you have not made any mistakes, which can shorten the lifetime Mitel 5224.
However, one of the most important roles played by the user manual is to help in solving problems with Mitel 5224. Almost always you will find there Troubleshooting, which are the most frequently occurring failures and malfunctions of the device Mitel 5224 along with tips on how to solve them. Even if you fail to solve the problem, the manual will show you a further procedure – contact to the customer service center or the nearest service center
