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Acd agent quick reference guide – Mitel 4025 User Manual

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ACD AGENT QUICK REFERENCE GUIDE

After Work Timer

After ending a call, you will be allowed a
certain amount of time to complete the work

generated by the call before another one is
presented.

You have the option of canceling the timer
and accepting another call before the timer

expires.

To cancel the After Work Timer:

• Press

CANCEL

.

Note:

Making a call or answering another

non-ACD call automatically cancels the

timer. Be prepared to answer another ACD
call when you hang up.

Make Busy

This feature makes your phone unavailable

for ACD calls without logging out. Use it for
coffee or lunch breaks or if you need more
time to handle paperwork between calls.

To make your phone busy:

n

Press

SUPERKEY

.

o

Press the No softkey repeatedly until

MAKE BUSY? appears.

p

Press the

Turn

On

or

Turn

Off

softkey.

Hold

You can place your current call on hold

(ACD or non-ACD), and return to it later.

To place a call on hold:

• Press

Hold

.

The Line key associated with the call

flashes.

To return to a call on hold:

• Press the flashing Line key.

Conference

If you need to include your supervisor or
other ACD agent in a three-way call:

n

While connected to the ACD call, press

TRANS/CONF

.

o

Dial the ACD ID or extension number

of the supervisor or agent.

p

Wait for an answer.

q

Press

TRANS/CONF

.

To leave a Conference:

• Hang up.

The other parties remain connected.

Transfer

To transfer an active call to your supervisor

or another ACD agent:

n

While connected to the ACD call, press

TRANS/CONF

.

o

Dial the ACD ID or extension number

of the supervisor or agent.

p

Do one of the following:

• To complete the transfer, hang up.
• To announce the transfer, wait for
an answer, consult, and then hang up.
• To cancel the transfer and reconnect
the ACD call, press

CANCEL

.

Queue Status

The LED in the Queue Status key and/or ringing patterns indicate the status of your Agent

Group as follows:

Visual Indication Audible Indication Meaning
Off

None

No calls waiting in queue

On

Single ring

Calls waiting less than 1

st

threshold time period

Slow flash

None

Calls waiting between 1

st

and 2

nd

threshold time

period

Fast flash

Double ring

Calls waiting longer than 2

nd

threshold period

Pressing the Queue Status key displays
information for your Agent Group from left

to right:

• your Agent number
• number of calls waiting to be answered
• the longest time a call has been waiting

Pressing the

NAME

softkey (if available)

displays the name of your Agent Group.

To exit, press

SUPERKEY

.