ACD Agent Features and Capabilities

ACD Agent Guide for the Mitel 5320/5330/5340 IP Phones

What are Agent Groups?

Traditional ACD agents or hot desk ACD agents may be grouped together to handle incoming telephone calls that are associated with particular functions or departments in an organization; for example, Sales or Engineering. 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 group allows calls to be handled on a group basis rather than on an individual basis. An agent can have multiple Agent IDs, but agents can login to only one Agent ID per telephone.

Traditional agent groups or hot desk agent groups are assigned a unique 3-digit reporting number as well as an Agent Group directory number. You will use both of these numbers as discussed throughout this guide.

Agent groups can be programmed to overflow between each other. This means that if activated, calls that are directed to one Agent Group can be programmed to overflow to other agent groups if the first group was unavailable due to being in an overload condition. This overflow capability allows ACD calls to be handled, even though an agent group has been set in a Do Not Disturb mode.

ACD Express Groups associate hot desk ACD agents into one group, but take advantage of ACD Path features, including limited support for RADs, embedded media for music on hold, overflow, and resilience.

You can have your set programmed to receive additional information concerning Group activity. This information is called Queue Threshold Alert and Queue Status.

About ACD Agent Hot Desking

The ACD Agent Hot Desking feature allows you to log into any hot desk enabled set or ACD enabled set and the system automatically configures the set with your personal speed calls, features, and phone settings. If your user profile is configured as a hot desk ACD agent, when you log into a hot desk enabled set or ACD enabled set, the system associates your personal phone settings, such as directory number, system settings, language display, and button programming with the set.

For example, you could log into a hot desk enabled set or ACD enabled set, dial a number, and the system stores that number against the Redial key for your set profile. After logging out, if you log into another hot desk enabled set or ACD enabled set, you can press the Redial key to dial the last number that you had dialed previously while you were logged into the other set.

After logging in as a hot desk ACD agent, you can use the following personal phone features and change the following settings:

∙Call forwarding (all types)

∙Callback messages (message waiting indicator)

5330, 5320, 5340 specifications

The Mitel 5330 is a sophisticated IP phone designed to meet the communications needs of modern businesses. Offering a combination of advanced technology and user-friendly features, the Mitel 5330 is ideal for office environments where high-quality communication is essential.

At its core, the Mitel 5330 leverages Voice over Internet Protocol (VoIP) technology, allowing for seamless connectivity over the internet. This technology enhances voice clarity and reduces communication costs by utilizing existing network infrastructure instead of traditional phone systems. The phone utilizes the SIP (Session Initiation Protocol) standard, ensuring interoperability with various VoIP platforms.

One of the standout features of the Mitel 5330 is its extensive display. With a backlit graphical interface, users can easily navigate through menus and access information quickly. The phone typically includes a high-definition color display that enhances visibility, making it convenient for users to manage calls and access features.

The Mitel 5330 is equipped with programmable keys that enhance efficiency, allowing users to create shortcuts for frequently used functions, such as speed dialling or call transfer. This customizability allows employees to tailor the phone to their specific needs, increasing productivity in the workplace.

Additionally, the Mitel 5330 supports a wide range of call management features, including call hold, call forwarding, and three-way calling. These functionalities streamline communication processes, enabling teams to work collaboratively and efficiently. The phone also supports voicemail integration, ensuring that users never miss an important message.

Built-in audio technologies, such as wideband audio and high-definition sound quality, contribute to crystal-clear voice communication, minimizing misunderstandings during calls. Furthermore, the phone often includes a hands-free speakerphone option, enhancing flexibility for users who may need to multitask while conversing.

In terms of connectivity, the Mitel 5330 typically features various ports, including Ethernet connections, allowing for easy integration into existing network setups. Its robust architecture ensures reliability, even in demanding office environments.

Overall, the Mitel 5330 represents a powerful solution for businesses seeking a reliable, feature-rich IP phone. Its combination of advanced technology, user-friendly features, and high call quality makes it an excellent choice for organizations looking to improve their communication capabilities. With its focus on efficiency and performance, the Mitel 5330 can significantly enhance workplace productivity.