ACD Agent Guide for the Mitel 5320/5330/5340 IP Phones
Handling Calls with a Headset (with Feature Control Switch):
To answer a call (when Auto Answer is disabled):
∙Press the flashing Line Select key
Quickly press and release the Feature Control Switch.
To mute the headset microphone:
∙Press and hold the Feature Control Switch.
To hang up:
∙Press 
Quickly press and release the Feature Control Switch.
Using and Canceling the Work Timer
The Work Timer provides a delay after each ACD call, before the next call is directed to you. This gives you a certain amount of time to compete any work generated by the previous call.
The Work Timer is automatic and you are not required to perform any procedures to activate it. The length of time provided by the timer varies from 0 to 600 seconds, and is programmed only by the System Administrator.
Work Timers apply to ACD Agents and ACD calls only. Other calls to and from your set do not activate a Work Timer. If the Make Busy or Do Not Disturb features are activated at your telephone, the Timer is cancelled for that call.
Once you terminate an ACD call, WORK TIMER appears on the display for the duration of the Work Timer period. When the Work Timer expires, WORK TIMER disappears from the display and you are ready to take another call.
You have the option of canceling the Work Timer and accepting another call before the Timer expires. Cancellation of the Timer affects only the next ACD call.
To cancel the Work Timer, press the 
key. Your set displays the normal screen and is now available for the next ACD call.
15
