Taking a Break from Calls (Make Busy Feature)

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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Mitel 5330 Taking a Break from Calls Make Busy Feature, Activating Make Busy, Removing Make Busy, Queue Threshold Alert

5330, 5320, 5340 specifications

The Mitel 5330 is a sophisticated IP phone designed to meet the communications needs of modern businesses. Offering a combination of advanced technology and user-friendly features, the Mitel 5330 is ideal for office environments where high-quality communication is essential.

At its core, the Mitel 5330 leverages Voice over Internet Protocol (VoIP) technology, allowing for seamless connectivity over the internet. This technology enhances voice clarity and reduces communication costs by utilizing existing network infrastructure instead of traditional phone systems. The phone utilizes the SIP (Session Initiation Protocol) standard, ensuring interoperability with various VoIP platforms.

One of the standout features of the Mitel 5330 is its extensive display. With a backlit graphical interface, users can easily navigate through menus and access information quickly. The phone typically includes a high-definition color display that enhances visibility, making it convenient for users to manage calls and access features.

The Mitel 5330 is equipped with programmable keys that enhance efficiency, allowing users to create shortcuts for frequently used functions, such as speed dialling or call transfer. This customizability allows employees to tailor the phone to their specific needs, increasing productivity in the workplace.

Additionally, the Mitel 5330 supports a wide range of call management features, including call hold, call forwarding, and three-way calling. These functionalities streamline communication processes, enabling teams to work collaboratively and efficiently. The phone also supports voicemail integration, ensuring that users never miss an important message.

Built-in audio technologies, such as wideband audio and high-definition sound quality, contribute to crystal-clear voice communication, minimizing misunderstandings during calls. Furthermore, the phone often includes a hands-free speakerphone option, enhancing flexibility for users who may need to multitask while conversing.

In terms of connectivity, the Mitel 5330 typically features various ports, including Ethernet connections, allowing for easy integration into existing network setups. Its robust architecture ensures reliability, even in demanding office environments.

Overall, the Mitel 5330 represents a powerful solution for businesses seeking a reliable, feature-rich IP phone. Its combination of advanced technology, user-friendly features, and high call quality makes it an excellent choice for organizations looking to improve their communication capabilities. With its focus on efficiency and performance, the Mitel 5330 can significantly enhance workplace productivity.