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ACD Agent Guide for the Mitel 5320/5330/5340 IP Phones
Group Presence
Group Presence allows members of an ACD Group to make themselves “absent” or “present” in a
group. Only members who are present in a group are offered calls to that group.
Users belonging to multiple groups can control their presence in each group separately through
the use of feature keys (one for each group), or by dialing a feature access code (FAC) followed
by the group number.
Supervisors can also dial a FAC from their phone to change the presence status of an agent.
To join an ACD group:
1. Lift the handset.
2. Do one of the following:
Press the Group Presence Feature key to join the group associated with the key.
Dial the Group Presence - Join Group feature access code followed by the group
directory number.
The LED associated with the key is steady lit when the member is present and off when
absent.
To leave an ACD group:
1. Lift the handset.
2. Do one of the following:
Press the Group Presence Feature key to join the group associated with the key.
Dial the Group Presence - Leave Group feature access code followed by the group
directory number.
The LED associated with the key is steady lit when the member is present and off when
absent.
To join all ACD groups:
1. Lift the handset (optional on devices that support on-hook dialing).
2. Dial the Group Presence - Join All ACD Groups feature access code.
To leave all ACD groups:
1. Lift the handset (optional on devices that support on-hook dialing).
2. Dial the Group Presence - Join All ACD Groups feature access code.
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