ACD Agent Guide for the Mitel 5320/5330/5340 IP Phones
Taking a Break from Calls (Make Busy Feature)
Activate the Make Busy feature to stop receiving Automatic Call Distribution (ACD) calls at your set for relatively brief periods of time, thereby avoiding the need to log out and subsequently log in again. Make Busy ensures that your ACD set does not receive calls while you are unavailable to handle the calls.
Your Mitel IP Phone operates as a normal telephone except for ACD use during the Make Busy state. You can activate this feature between calls or during a call in progress. The Make Busy state commences upon completion of that call. This allows you to activate this feature before your set can ring again for another call.
Notes:
∙Your System Administrator can configure the system to automatically place your set in Make Busy when you log in. In this case, you must remove Make Busy before you can start taking ACD calls.
∙A Superkey feature key must be programmed on your set to allow you to access ACD features. Contact your system administrator for assistance.
Activating Make Busy
To activate the Make Busy feature:
1.Press Superkey.
2.Press No until MAKE BUSY? appears on the display.
3.Press Make Busy. Your set displays MAKE BUSY until you deactivate it.
Removing Make Busy
To deactivate the Make Busy feature:
1.Press Superkey.
2.Press No until MAKE BUSY? appears on the display.
3.Press Clear Busy. Make Busy is removed from your set.
Queue Threshold Alert
Thresholds are programmed into the ACD system to provide a basis for alerting Agents and Supervisors that calls have waited longer than acceptable limits (thresholds) to be answered.
If your set is programmed with a Generic Group Queue Status Feature Key, it can provide a visual indication of the current workload conditions of the Automatic Call Distribution (ACD) Group into which you are logged. Your set may also be programmed to provide an audible alert that Queue Status has changed.
Note: Agents in the Logged Out, Do Not Disturb, or Make Busy states are not considered active Agents for the purpose of Queue Threshold Alert.
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