Mitel 5224 Bedienungsanleitung

MITEL

MIVOICE BUSINESS

NOTICE

The information contained in this document is believed to be accurate in all respects but is not

warranted by Mitel Networks™ Corporation (MITEL®). The information is subject to change

without notice and should not be construed in any way as a commitment by Mitel or any of its

affiliates or subsidiaries. Mitel and its affiliates and subsidiaries assume no responsibility for any

errors or omissions in this document. Revisions of this document or new editions of it may be

issued to incorporate such changes.

No part of this document can be reproduced or transmitted in any form or by any means -

electronic or mechanical - for any purpose without written permission from Mitel Networks

Corporation.

ACD Agent/Supervisor Guide

for the Mitel MiVoice 5224 and 5324 IP Phones

June 2014

®,™ Trademark of Mitel Networks Corporation

TABLE OF CONTENTS

ABOUT THIS GUIDE ...................................................................................................... 5

WHAT IS AUTOMATIC CALL DISTRIBUTION (ACD)? ................................................ 5

ABOUT YOUR PHONE .................................................................................................. 6

TIPS FOR YOUR COMFORT AND SAFETY ................................................................. 9

Don't cradle the handset!...........................................................................................................9

Protect your hearing .................................................................................................................. 9

Adjust the viewing angle............................................................................................................ 9

Feature Access Codes ............................................................................................................10

For Agents on Resilient MiVoice Business Systems ............................................................... 10

Features Not Available ............................................................................................................ 10

Line Interface Module .............................................................................................................. 10

ACD AGENT FEATURES AND CAPABILITIES .......................................................... 11

What are Agent Groups?.........................................................................................................11

About ACD Agent Hot Desking................................................................................................11

Logging In................................................................................................................................ 12

Displaying Agent Log-In Information........................................................................................ 13

Logging Out ............................................................................................................................. 14

Answering Calls....................................................................................................................... 14

Using the Auto Answer Feature...............................................................................................14

Activating Auto Answer........................................................................................................................ 14

Deactivating Auto Answer.................................................................................................................... 15

Using a Headset ...................................................................................................................... 15

Installing a Headset (no Feature Control Switch) ................................................................................15

Handling Calls with a Headset (no Feature Control Switch): .............................................................. 16

Installing a Headset with Feature Control Switch ................................................................................16

Handling Calls with a Headset (with Feature Control Switch): ............................................................ 17

Using and Canceling the Work Timer...................................................................................... 17

Taking a Break from Calls (Make Busy Feature)..................................................................... 18

Activating Make Busy .......................................................................................................................... 18

Removing Make Busy.......................................................................................................................... 18

MITEL MIVOICE BUSINESS

Group Presence....................................................................................................................... 18

Getting Help............................................................................................................................. 20

When You Need Help .......................................................................................................................... 20

Canceling Help..................................................................................................................................... 20

Queue Threshold Alert............................................................................................................. 21

Visual Indications ................................................................................................................................. 21

Audible Indications............................................................................................................................... 21

Queue Status........................................................................................................................... 21

When You Need To Know A Group's Queue Status ........................................................................... 22

ACD SUPERVISOR FEATURES AND CAPABILITIES ............................................... 23

What is the Supervisory Position?........................................................................................... 23

Queue Threshold Alert / Queue Status.................................................................................... 23

Silent Agent and Group Monitoring.......................................................................................... 23

Benefits of Silent Monitoring ................................................................................................................ 23

Restrictions to Silent Monitoring .......................................................................................................... 24

Using Silent Monitoring for Individual Agents ...................................................................................... 24

Using Silent Monitoring for Agent Groups ........................................................................................... 25

Conferencing (ACD Barge)...................................................................................................... 25

Whisper Coach ........................................................................................................................ 26

Responding to Help ................................................................................................................. 26

What Happens in a Help Request ........................................................................................... 27

System Reporting Capabilities................................................................................................. 27

Time Events Records .......................................................................................................................... 27

Call Events........................................................................................................................................... 27

Path and Group Statistics Events ........................................................................................................ 28

Station Message Detail Recording (SMDR) ........................................................................................ 28

Personal Directory ................................................................................................................... 29

ACD AGENT/SUPERVISOR GUIDE FOR THE

MIVOICE 5224/5324 IP PHONES

About this Guide

This guide describes operation of the Automatic Call Distribution Feature Package on the Mitel®

MiVoice 5224 and 5324 IP Phones. For operation of other features associated with these phones

(some of which will work in conjunction with ACD), refer to phone user guide.

What is Automatic Call Distribution (ACD)?

The Automatic Call Distribution (ACD) Feature Packages are offered by the Mitel MiVoice

Business system. ACD is a method of switching large volumes of similar calls directly to a

selected group of extensions (Agents). All calls are distributed equally among the Agents. The

calls are all of a similar nature, and the Agents are trained/equipped to provide the particular

information or service the caller is requesting.

Typical examples of ACD applications include:

airline reservation offices

telephone order desks for department stores

customer service departments of telephone or cable T.V. companies

When there are more incoming calls than available Agents, the calls may be routed to recordings.

The recordings may advise the callers that all Agents are busy, and that an Agent will answer as

soon as possible. Various recordings may be provided to inform the caller as to call progress if an

Agent is not accessed immediately, or to advise the caller of information the Agent will require

when connection is established.

The MiVoice Business system also distributes calls to the Agents so that all Agents are given an

equal workload. A Supervisor usually oversees the operation, monitors the activity of the Agents,

and handles unusual situations that may arise.

MITEL MIVOICE BUSINESS

About Your Phone

The MiVoice 5224 and 5324 IP Phones are full-feature, dual port, dual mode telephones that

provide voice communication over an IP network. Each features a back-lit liquid crystal display

(LCD) screen, display-assisted access to features, on-hook dialing and off-hook voice announce

with handsfree answerback, and a large ring/message indicator. The 5224 and 5324 IP Phones

provide 24 program-mable keys for one-touch feature access. Both phones provide ten fixed

feature keys for convenient access to features such as Conferencing, Redial, and many

customizable user settings. These IP phones support Mitel Call Control (MiNet) protocols and

session initiated protocols (SIP). The 5224 and 5324 IP Phones also support modules such as

the Line Interface Module, 5310 IP Conference Unit, and the 12 and 48 Button Programmable

Key Modules. The 5224 and 5324 IP Phones can be used as ACD Agent Phones or Teleworker

phones.

The personal key on the bottom right is always your Prime Line; the remaining personal keys can

be programmed as:

Feature keys (for example, Swap). You can program feature keys from your phone, or using

the Desktop Tool. Your administrator can also program feature keys.

Speed Call keys. You can program speed call keys from your phone, or using the Desktop

Tool.

Line Appearances. Only the administrator can program line appearances.

Note: For more information on the Desktop Tool, talk to your system administrator.

Figure 1: 5224/5324 IP Phone

ACD AGENT/SUPERVISOR GUIDE FOR THE

MIVOICE 5224/5324 IP PHONES

Elements of Your Phone

Feature Function

Display Provides a two-line, 20-character liquid crystal display (LCD) viewing

area that assists you in selecting and using phone features, accessing

your voice mail, and identifying callers.

When you are using the Superkey menu interface, prompts and feature

information appear on the display screen. For information on selecting

menu options with or without softkeys, see “Selecting Menu Options” in

this guide.

Softkeys Context-sensitive keys change depending on the modes of the

operation and the menu currently displayed. Softkeys enable you to

easily view and select a variety of features.

Ring/Message Indicator Flashes to signal an incoming call and to indicate a message waiting in

your voice mailbox.

Volume, Speaker and Mute

Controls

Provide the following audio control capability:

(UP) and (DOWN) provide volume control for the

ringer, handset, and handsfree speakers.

(SPEAKER) enables and disables Handsfree mode.

(MUTE) enables Mute, which allows you to temporarily

turn your phone’s handset, headset, or handsfree

microphone off during a call.

Fixed-Function Keys Give you access to the following phone functions:

(SUPERKEY): provides access to menus for your

phone's additional features.

Note: When navigating through Superkey menu options, press

or to back up one menu level.

(CANCEL): ends a call when pressed during the call,

and, when you are programming the phone, eliminates any

input and returns to the previous menu level.

(REDIAL): calls the last number dialed.

(HOLD): places the current call on hold.

(TRANS/CONF): initiates a call transfer or

establishes a three-party conference call.

(MESSAGE): provides access to your voice mailbox

and flashes when you have messages waiting.

Note: The Ring/Message indicator () also flashes when

messages are waiting.

MITEL MIVOICE BUSINESS

Feature Function

Keypad Use to dial.

Programmable Personal

Keys and

Designation Card

Provides 24 keys that can be programmed as speed call keys, feature

keys, or line appearance keys, according to your communication needs.

Personal keys have status indicators.

On a 5224 or 5324 IP Phone, the bottom right personal key is always

your Prime Line key.

Write the name (speed call, feature or line appearance) of the Personal

keys that you program on the designation card (use the side of the

card with the textboxes provided).

Use the slot behind the plastic cover at the bottom of the phone to

remove/insert the designation card.

Handsfree Speaker Provides sound for handsfree calls and background music.

Handset Use for handset calls. If you are in headset or handsfree mode, you do

not need to use the handset.

Ring/Message Indicator

When indicator is… it means that…

Flashing rapidly Your phone is ringing

Flashing slowly A Message or Callback Message is waiting at your phone

On Your phone is ringing another phone

Off Your phone is idle, or you are on a call

ACD AGENT/SUPERVISOR GUIDE FOR THE

MIVOICE 5224/5324 IP PHONES

Tips for Your Comfort and Safety

Don't cradle the handset!

Prolonged use of the handset can lead to neck, shoulder, or back discomfort, especially if you

cradle the handset between your ear and shoulder. If you use your phone a lot, you may find it

more comfortable to use a headset. See the section on headset usage in this guide for more

information.

Protect your hearing

Your phone has a control for adjusting the volume of the handset receiver or headset. Because

continuous exposure to loud sounds can contribute to hearing loss, keep the volume at a

moderate level.

Adjust the viewing angle

The stand built into your phone tilts to give you a better view of the keys.

To tilt your telephone for better viewing:

1. Turn the phone so that the front

faces away from you.

2. Hold the base unit firmly and press

the release tabs on the sides of

the stand to detach the base unit.

3. Hinge the hooks of the base unit

into the notches on the back of the

phone and snap into place as

follows:

a. For a high-angle mount, hinge

the two lower hooks into the

bottom set of notches and

snap the two upper hooks into

the middle set of notches.

b. For a low-angle mount, hinge

the two lower hooks into the

middle

set of notches and snap the

two upper hooks into the top

set of notches.

MITEL MIVOICE BUSINESS

Feature Access Codes

Many features can be activated or disabled by Feature Access codes when no Feature Keys are

programmed for this purpose.

Contact your System Administrator for these and other Feature Access codes available on your

telephone system, or to have these features programmed into your set’s softkeys. Record your

Feature Access codes in the Personal Drectory table at the end of this guide.

For Agents on Resilient MiVoice Business Systems

If during a call, you hear two beeps that are repeated every 20 seconds it means that your phone

is switching to a secondary MiVoice Business system. The call continues but some of the keys

and features on your phone function differently. The keys and features begin working normally

again after you hang up. If your phone switches to the secondary system while your speaker or

handset is muted (that is, while the MUTE key light is on), the call remains muted until you

hang up. Normal operation resumes when your phone switches back to the primary system. If

your phone is idle and switched to the secondary system, you'll see a flashing rectangle on the

display. The rectangle remains until the switch to the primary system is complete.

Note: The mailbox on the secondary MiVoice Business system will not contain the same

messages as the mailboxes on the primary system. Any preferences that are voice mail

related are not carried from the primary to the secondary system. These preferences must

be set on both systems.

Features Not Available

There may be procedures in this guide that you cannot perform on your telephone, and your

display may not appear exactly as in the illustrations in this guide. Also, you may have additional

functionality not described in this guide, or some features described here may not be available to

you. The reason for this is that your company has specially selected your features and calling

privileges. See your System Administrator if you have any questions.

Line Interface Module

The Line Interface Module is an optional device that adds an analog phone line (POTS) capability

to your 5224 or 5324 IP Phone. If Emergency Call Routing is not programmed on your MiVoice

Business system, you must use the Line Interface Module to dial emergency calls. For more

information on emergency number dialing, refer to Emergency Calls.

If you have a Line Interface Module connected to your 5224 or 5324 IP Phone, all programming

of the Line Interface Module, except the Analog Key, is done by the Installer when your phone is

installed. For more information, refer to “Using the Line Interface Module” in this guide.

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