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Table of Contents
ABOUT THIS GUIDE.................................................................................................1
WHAT IS AUTOMATIC CALL DISTRIBUTION (ACD)? ...........................................1
ABOUT YOUR MITEL 5320 IP PHONE ....................................................................2
ABOUT YOUR MITEL 5330/5340 IP PHONES .........................................................3
Elements of Your Phone...................................................................................................... 5
Ring/Message Indicators ..................................................................................................... 6
For Users on Resilient MCD Systems ................................................................................. 6
Mitel Line Interface Module.................................................................................................. 6
TIPS FOR YOUR COMFORT AND SAFETY ............................................................7
Don't cradle the handset!..................................................................................................... 7
Protect your hearing ............................................................................................................7
Adjust the viewing angle......................................................................................................7
ACD AGENT FEATURES AND CAPABILITIES .......................................................8
What are Agent Groups?..................................................................................................... 8
About ACD Agent Hot Desking............................................................................................ 8
ACD Express Agents.......................................................................................................................9
Logging In..........................................................................................................................10
Displaying Agent Log-In Information.................................................................................. 11
Logging Out ....................................................................................................................... 11
Answering Calls.................................................................................................................12
Using the Auto Answer Feature......................................................................................... 12
Activating Auto Answer..................................................................................................................12
Deactivating Auto Answer..............................................................................................................12
Using a Headset ................................................................................................................13
Installing a Headset (no Feature Control Switch)..........................................................................13
Handling Calls with a Headset (no Feature Control Switch): ........................................................14
Installing a Headset with Feature Control Switch..........................................................................14
Handling Calls with a Headset (with Feature Control Switch):......................................................15
Using and Canceling the Work Timer................................................................................ 15
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