Mitel 5340 IP, 5330 IP manual After Work Timer, Make Busy, Hold, Conference, Transfer, Queue Status

ACD AGENT QUICK REFERENCE GUIDE

After Work Timer

After ending a call, you will be allowed a certain amount of time to complete the work generated by the call before another one is presented.

You have the option of canceling the timer and accepting another call before the timer expires.

To cancel the After Work Timer:

•Press CANCEL.

Note: Making a call or answering another non-ACD call automatically cancels the timer. Be prepared to answer another ACD call when you hang up

Make Busy

This feature makes your phone unavailable for ACD calls without logging out. Use it for coffee or lunch breaks or if you need more time to handle paperwork between calls.

To make your phone busy:

nPress SUPERKEY.

oPress the No softkey repeatedly until MAKE BUSY? appears.

pPress the Turn Off or Turn Off sofkey.

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:

nWhile connected to the ACD call, press

TRANS/CONF.

Transfer

To transfer an active call to your supervisor or another ACD agent:

nWhile connected to the ACD call, press

TRANS/CONF.

oDial the ACD ID or extension number of the supervisor or agent.

pDo 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.

Queue Status

The LED in the Queue Status key and/or ringing patterns indicate the status of your Agent Group as follows:

Visual Indication	Audible Indication	Meaning
Off	None	No calls waiting in queue
On	Single ring	Calls waiting less than 1st threshold time period
Slow flash	None	Calls waiting between 1st and 2nd threshold time
		period
Fast flash	Double ring	Calls waiting longer than 2nd threshold period

Press the flashing Line key.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

oDial the ACD ID or extension number of the supervisor or agent.

pWait for an answer.

qPress TRANS/CONF.

To leave a Conference:

•Hang up.

The other parties remain connected.

M Mitel (design) is a registered trademark of Mitel Networks Corporation. © 2009, Mitel Networks Corporation. All other products and services are the trademarks of their respective holders. All rights reserved.