ACD Agent Guide for the Mitel 5320/5330/5340 IP Phones
ACD Agent Features and Capabilities
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
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)
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