Mitel 3300 - Manual

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 5010 IP, 5212, 5215, 5312 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.
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.
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 ACD Agent
• Press the
Agent Login key or dial ___
(ACD Agent Login Code).
• Enter your Agent ID and press #.
To log in as a Hot Desk ACD Agent or Hot
Desk ACD Express Agent:
• Press the Agent Login key or dial ___
(ACD Agent Login Code).
• Enter your Agent ID.
• Enter your User PIN and press #.
To log out of your ACD group:
• Press the Agent Logout key or dial
___ (ACD Agent Logout Code).
• Press CANCEL .
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 the AUTO ANSWER key.
The key lights when the feature is
enabled.
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.
IMPORTANT! Never leave your phone
unattended while Auto Answer is on.
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 .
After Work Timer
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 CANCEL .
NOTE: Making a call or answering
another non-ACD call automatically
cancels the timer. Be prepared to answer
another ACD call when you hang up.
Make Busy
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.
Mitel
3300 IP Communications Platform