ACD Agent Guide for the Mitel 5320/5330/5340 IP Phones
Answering Calls
Answering ACD calls is not unlike answering regular calls. When the telephone rings, the indicator beside your Line Select Key flashes.
To answer the call, pick up the handset and begin speaking.
A headset option can be programmed into your system, eliminating the need to pick up the handset. This is helpful in high call traffic situations normally encountered in an ACD environment. To use a headset, refer to ”Using A Headset“. You should also refer to ”Using the Auto Answer Feature“ for high telephone traffic situations.
Using the Auto Answer Feature
You may prefer to answer your calls automatically using the Auto Answer feature, for either handset or headset operation. If Auto Answer is activated, when you receive a call you hear one short ring before being automatically connected to the caller.
Never leave your telephone unattended while the Auto Answer feature is turned on.
Activating Auto Answer
To activate the Auto Answer feature:
1.Press SuperKey.
2.Press No to scroll until AUTO ANSWER? appears on the display.
3.Select Turn On. Auto Answer is now activated and AUTO ANSWER appears on the display.
Deactivating Auto Answer
To deactivate the Auto Answer feature:
1.Press SuperKey.
2.Press No until AUTO ANSWER? appears on the display.
3.Select Turn Off. Auto Answer is deactivated and AUTO ANSWER disappears from the display.
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