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Mitel
5224 manual
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30 pages, 1.19 Mb
MITEL
MIVOICE BUSINESS
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Contents
Main
MIVOICE BUSINESS
Page
Page
Page
About this Guide
What is Automatic Call Distribution (ACD)?
About Your Phone
Elements of Your Phone
Feature Function
Feature Function
Ring/Message Indicator
When indicator is it means that
Tips for Your Comfort and Safety
Don't cradle the handset!
Protect your hearing
Adjust the viewing angle
Feature Access Codes
For Agents on Resilient MiVoice Business Systems
Features Not Available
Line Interface Module
ACD Agent Features and Capabilities
What are Agent Groups?
About ACD Agent Hot Desking
ACD Express Agents
Logging In
Displaying Agent Log-In Information
Logging Out
Answering Calls
Using the Auto Answer Feature
Activating Auto Answer
Deactivating Auto Answer
Using a Headset
Installing a Headset (no Feature Control Switch)
Handling Calls with a Headset (no Feature Control Switch):
Installing a Headset with Feature Control Switch
Handling Calls with a Headset (with Feature Control Switch):
Using and Canceling the Work Timer
Taking a Break from Calls (Make Busy Feature)
Activating Make Busy
Removing Make Busy
Group Presence
Page
Getting Help
When You Need Help
Canceling Help
Queue Threshold Alert
Visual Indications
Audible Indications
Queue Status
Page
ACD Supervisor Features and Capabilities
What is the Supervisory Position?
Queue Threshold Alert / Queue Status
Silent Agent and Group Monitoring
Benefits of Silent Monitoring
Restrictions to Silent Monitoring
Using Silent Monitoring for Individual Agents
Using Silent Monitoring for Agent Groups
Conferencing (ACD Barge)
Whisper Coach
Responding to Help
What Happens in a Help Request
System Reporting Capabilities
Time Events Records
Call Events
Path and Group Statistics Events
Station Message Detail Recording (SMDR)
Personal Directory
