Hunt Group Supervisor Features, Monitoring Calls | Mitel 5320e

Mitel 5320e/5330e/5340e User Guide

Hunt Group Supervisor Features

The following features can be used by hunt group supervisors only.

Accepting or Rejecting Agent Help Calls

Supervisors can accept or reject Agent Help calls.

To accept an Agent Help request:

•Answer as usual. Your microphone is automatically muted.

To reject an Agent Help request:

•Dial 376 or press the REJECT HELP menu button (5340e IP Phones only). AGENT HELP REJECTED appears.

Monitoring Calls

You can use Station Monitor to connect to a hunt-group call and hear both parties, but you cannot be heard by either one. Station Monitor stops if the hunt group member terminates or transfers the call. You can barge-in to or “steal” monitored calls, as described in the following sections. You can also record the call. See “Using Meet-Me Conferencing” on page 65 for more information about recording calls.

Note: Station Monitor is not supported on peer-to-peer (P2P) calls. Contact your system administrator for more information.

To use Station Monitor:

•Dial 321 or press the SIL MONITOR menu button (5340e IP Phones only), and then enter the extension number. MONITORING EXT <number> appears. Monitored hunt group mem- bers may hear an “activation tone” when the feature is activated.

Stealing Hunt Group Calls

While monitoring a hunt group call, you can “steal” the call from the hunt group member, which disconnects the call from the agent and transfers the call to your extension.

To steal a hunt group call:

•Dial 387 or press the STEAL menu button (5340e IP Phones only). CALL STOLEN FROM EXT <number> appears.

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Mitel 5320e manual Hunt Group Supervisor Features, Accepting or Rejecting Agent Help Calls, Monitoring Calls

Contents

Communications Platform CP Page Table of Contents Iii Answering and Placing Calls Mitel 5320e/5330e/5340e User Guide Call Features Messages Hunt Groups Vii Viii Chapter Mitel 5320e/5330e/5340e User Guide Welcome Getting Started 5320e/5330e IP Phone Features About Your IP Phone 5330e IP Phone Phone Feature Descriptions 5340e IP Phone FeaturesHandset Ring/Message Indicator Feature ButtonsDisplay Speaker Dialpad Buttons Programmable Buttons Navigation Page Buttons Menu Buttons 5340e IP Phones onlyExternal Speaker Phone Signals Comfort and Safety Tips Viewing the Phone Information To view system information Using a Headset To connect and activate the headset Accessing/Exiting the Conference Controller Application Using the 5310 IP Conference UnitTurning the Conference Unit On and Off Adjusting the Conference Unit Volume Placing the Conference Unit in Presentation ModeTo enable/disable Presentation Mode Muting the Conference Unit Using the Line Interface Module LIM Making and Answering Calls Using the Analog Button To make a call using the Analog lineTo answer a Call using the analog line To end a current call when an incoming analog call arrives Making and Answering Calls Using the Failover Mode Mitel 5320e/5330e/5340e User Guide Personalizing Your Phone Mitel 5320e/5330e/5340e User Guide Adjusting the Viewing Angle To adjust the viewing angleOverview Personalizing Your Phone Changing Volume Levels To change a volume levelChanging the Ring Tone To change the ring tone Adjusting the Display Contrast and Brightness To adjust the Contrast or Brightness levelsPress Settings, and then press Brightness and Contrast Changing the Language To change the text size on a display Changing the Text Size on the DisplayPress Large Text or Small Text Using the Screen Saver To configure the screen saver on your IP Phone To wake your IP phone from screen saver mode Viewing Call History Viewing Call HistoryTo view your call history Deleting Call Records Reviewing Call Record IconsTo delete an individual call record Press Delete Log Entry To delete all calls by type Cutomizing Your Contact List Adding Names to Your Contact ListEditing Your Contact List Press Edit Name To adjust the volume of the audio feedback To play the beep, press Play button beep or Play error beepSpecifying Audio Feedback Options Dialing from Your Contact List Using the Dialpad Buttons to Enter Characters To use the dialpad to enter characters Dialpad Characters Canadian French Dialpad Characters Mexican Spanish Lamp Signals Description Using Programmable ButtonsTo program a button Outside Line Access Codes To cancel the featureExtension Numbers To delete the characters entered Feature Code New Code Headset On/Off System Forward Off Listening to Background Music Resetting Programmable ButtonsViewing Button Assignments Resetting the IP Phone to the Default Settings Switching KeymapsTo reset your IP phone to the default settings To switch between keymaps when your IP phone is idle Activating Door Relay To unlock a door Answering and Placing Calls Mitel 5320e/5330e/5340e User Guide Answering Calls Using Automatic Call AccessAnswering Waiting Calls Using Automatic Trunk Answer Redirecting CallsTo redirect calls To use Automatic Trunk Answer Placing Calls Placing Emergency Calls using the LIM LinePlacing Emergency Calls Placing Internal Calls Using Camp-onRequesting a Callback Queuing the Phone Placing External Calls Redialing a NumberTo place an external call To use Redial Using Speed Dial Using System Speed DialUsing Station Speed Dial Storing Station Speed-Dial Numbers Deleting Station Speed-Dial Entries Dialing Station Speed-Dial NumbersAssigning Speed-Dial Numbers to Programmable Buttons To program a System Speed-Dial button To search for a directory name or feature Using the DirectoryButton Characters Represented To disable the code Using Account CodesTo enter an optional account code Call Features Mitel 5320e/5330e/5340e User Guide Using Ring Intercom Always Using Handsfree ModeUsing Mute Placing Calls On Hold Entering a Hookflash Using Reverse Transfer Transferring CallsTransferring Calls to Other Extensions Transferring Calls to External Numbers Viewing Your System Information Viewing Caller ID InformationForwarding Calls Manual Call Forwarding Call Features To use Manual Call Forwarding To cancel a Manual Call Forwarding requestSystem Forwarding To turn System Forwarding on or off Using Dynamic Extension Express To enable Dynamic Extension ExpressTo disable Dynamic Extension Express To answer a call routed to your mobile or home phone To use the Dynamic Extension Express Handoff push feature Using the Handoff Push/Pull FeatureTo use the Dynamic Extension Express Handoff pull feature To cancel the Dynamic Extension Express Handoff feature Receiving Message Waiting Indications Placing Ad Hoc Conference Calls Adding a Conference PartyTransferring a Conference To place a conference call To return to the conference Ending a Conference and Placing all Parties on HoldTo toggle between the held callers Using Meet-Me Conferencing Access CodesSetting Up a Meet-Me Conference To set up a Meet-Me Conference using a personal access code Joining a Meet-Me Conference Dropping Out of a Meet-Me ConferenceTo join a Meet-Me Conference To exit a Meet-Me Conference Putting a Meet-Me Conference on Hold Transferring a Meet-Me ConferenceTo put a Meet-Me Conference on Hold To return to the Meet-Me Conference Using Record-A-Call Using Group ListenTo use Record-A-Call To use Group Listen Using Call Logging To use Call LoggingTo return a call or redial a number listed in a call log To delete individual call log entries Using Secondary Extension Buttons To log on to a Hot Desk-enabled base phone Using Hot DeskingTo log off of a Hot Desk session Using the Configuration Assistant Accessing the Configuration AssistantTo access the Configuration Assistant Changing Your Station Passcode Changing the Dynamic Extension Express Settings Changing the DND SettingsTo change the DDE settings using Configuration Assistant To change the DND settings using Configuration Assistant Managing Meet-Me Conferencing Access Codes Changing the Manual Call Forwarding SettingsTo create a new Meet-Me Conference access code To list all of your existing Meet-Me Conference access codes Using Remote Programming To enable Dynamic Extension Express using Remote Programming To turn off DND using Remote Programming To turn on DND using Remote ProgrammingTo turn on Manual Call Forwarding using Remote Programming To change your station passcode using Remote Programming Messages Mitel 5320e/5330e/5340e User Guide Leaving Messages at Other Extensions Messages Viewing and Responding to Messages Canceling Messages Left at Other ExtensionsDeleting Waiting Inter-Station Messages Using Do-Not-Disturb DND Code Default Message New MessageTo turn on DND To turn off DND Using Reminder Messages To cancel all Reminder message requestsCode Default New Message To set a Reminder message Enabling or Disabling the Page Feature To enable or disable paging for your IP phonePaging Other System Users Placing a Page Announcement Mitel 5320e/5330e/5340e User Guide Hunt Groups Mitel 5320e/5330e/5340e User Guide Hunt Groups Logging in to ACD Hunt GroupsTo log in to one or more ACD hunt groups Stopping the ACD Hunt Group Wrap-up Timer To stop the wrap-up timerLogging out of ACD Hunt Groups To log out of one or more ACD hunt group Other Hunt Group Features Requesting Agent HelpDiverting Hunt Group Calls To use Agent Help Hunt Group Supervisor Features Accepting or Rejecting Agent Help CallsMonitoring Calls Stealing Hunt Group Calls Using Barge-In To monitor and/or barge in on a call Mitel 5320e/5330e/5340e User Guide Cordless Devices Mitel 5320e/5330e/5340e User Guide Feature Function Cordless Devices Cordless Module Cordless module is shown here Pairing the Cordless Module and Devices Handset and Headset CombinationsTo pair a cordless device To unpair a cordless device Using a Cordless Device as a Remote Control Alerting Tones and LEDs100 Blue LED Function Low Battery Level Cordless Handset FeaturesCordless Handset 101 Answering Calls Hanging UpCordless Handset LEDs To hang up Cordless Headset Cordless Headset Features103 Cordless Headset LEDs Using the Cordless Devices Application104 To view cordless module information Viewing Cordless Module Information105 Mitel 5320e/5330e/5340e User Guide 106 Troubleshooting Mitel 5320e/5330e/5340e User Guide 108 Contact Information Troubleshooting109 110 Error MessagesMessage Reason Problem Possible Solution Troubleshooting Tips111 Mitel 5320e/5330e/5340e User Guide 112 Index 113 114 115 116 117