Mitel 3300 - Manual (Page 2)

ACD AGENT QUICK REFERENCE GUIDE
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To make your phone busy:
• Press the MAKE BUSY key.
The light flashes quickly.
Press the key again to make your
phone available for ACD calls.
Queue Status
The LED in the Queue Status key and/or
ringing patterns indicate the status of your
Agent Group as follows:
Pressing the Queue Status key displays
information for your Agent Group from
left to right:
• your Agent number
• number of calls waiting to be answered
• the longest time a call has been waiting
Pressing the NAME softkey (if available)
displays the name of your Agent Group.
To exit, press SUPERKEY .
Hold
You can place your current call on hold
(ACD or non-ACD), and return to it later.
To place a call on hold:
• Press Hold .
The Line key associated with the call
flashes.
To return to a call on hold:
• Press the flashing Line key.
Conference
If you need to include your supervisor or
other ACD agent in a three-way call:
n While connected to the ACD call,
press TRANS/CONF .
o
Dial the ACD ID or extension number
of the supervisor or agent.
p Wait for an answer.
q
Press TRANS/CONF .
To leave a Conference:
• Hang up.
The other parties remain connected.
Visual Indication Audible Indication Meaning
Off
None No calls waiting in queue
On Single ring Calls waiting less than 1 st threshold time
period
Slow flash None Calls waiting between 1 st and 2 nd threshold
time period
Fast flash Double ring Calls waiting longer than 2 nd threshold period
Transfer
To transfer an active call to your
supervisor or another ACD agent:
n
While connected to the ACD call,
press TRANS/CONF .
o Dial the ACD ID or extension number
of the supervisor or agent.
p
Do one of the following:
• To complete the transfer, hang up.
• To announce the transfer, wait for
an answer, consult, and then hang up.
• To cancel the transfer and
reconnect the ACD call, press
CANCEL .