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

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

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

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 to incorporate such changes.

No part of this document can be reproduced or transmitted in any form or by any means - electronic or mechanical - for any purpose without written permission from Mitel Networks Corporation.

ACD Agent Guide

for the Mitel 5320/5330/5340 IP Phones

July 2012

®,™ Trademark of Mitel Networks Corporation © Copyright 2012, Mitel Networks Corporation

All rights reserved

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Contents MITEL COMMUNICATIONS DIRECTOR PLATFORMACD AGENT GUIDE FOR THE MITEL 5320/5330/5340 IP PHONES ACD Agent Guide for the Mitel 5320/5330/5340 IP Phones TIPS FOR YOUR COMFORT AND SAFETY WHAT IS AUTOMATIC CALL DISTRIBUTION ACD?ACD AGENT FEATURES AND CAPABILITIES ABOUT THIS GUIDEVisual Indications Taking a Break from Calls Make Busy FeatureGroup Presence Audible IndicationsWhat is Automatic Call Distribution ACD? About this GuideAbout Your Mitel 5320 IP Phone The 5320 IP PhoneAbout Your Mitel 5330/5340 IP Phones The 5330 IP PhoneThe 5340 IP Phone Function Elements of Your PhoneFeature Mitel Line Interface Module Ring/Message IndicatorsFor Users on Resilient MCD Systems When indicator isDont cradle the handset Tips for Your Comfort and SafetyAdjust the viewing angle Protect your hearingAbout ACD Agent Hot Desking ACD Agent Features and CapabilitiesWhat are Agent Groups? ACD Express Agents To log in as a hot desk ACD agent or ACD Express agent Logging InTo log in as a traditional agent 1. Press SuperKey Displaying Agent Log-In InformationLogging Out To log outTo deactivate the Auto Answer feature Using the Auto Answer FeatureTo activate the Auto Answer feature 1. Press SuperKey Answering CallsTo install the headset for your use Using a HeadsetInstalling a Headset no Feature Control Switch To return to handset operationTo answer a call when Auto Answer is disabled Handling Calls with a Headset no Feature Control SwitchInstalling a Headset with Feature Control Switch To hang upTo mute the headset microphone Using and Canceling the Work TimerHandling Calls with a Headset with Feature Control Switch To deactivate the Make Busy feature 1. Press Superkey Taking a Break from Calls Make Busy FeatureTo activate the Make Busy feature 1. Press Superkey Activating Make BusyTo leave an ACD group Group PresenceTo join an ACD group To join all ACD groupsTo change another group members presence status Visual IndicationsAudible Indications When You Need To Know Your Groups Queue Status Displaying Queue StatusYour Agent I.D. Number Personal DirectoryYour Extension Number Your User PIN ACD hot desk agents onlyACD Agent Guide for the Mitel 5320/5330/5340 IP Phones
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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.