Mitel 5324 User Manual

11
ACD Agent Features and Capabilities
What are Agent Groups?
Traditional ACD agents or hot desk ACD agents may be grouped together based
on skill level or department to handle incoming telephone calls in an organization;
for example, sales or engineering, or first- or second-level support. Callers are
then directed to the Group that best serves their needs. The formation of ACD
agent groups with two or more agents in each group allows calls to be handled
on a group basis rather than on an individual basis. An agent can have multiple
Agent IDs, but agents can only have one Agent ID per group, and can only login
one Agent ID per telephone.
Traditional ACD or Hot Desk Agent Groups are assigned a unique 3-digit
reporting number as well as an Agent Group directory number. You will use both
of these numbers as discussed throughout this guide.
Agent groups can also be programmed to overflow between each other. This
means that if activated, calls that are directed to one agent group can be
programmed to overflow to other agent groups if the first group was unavailable
due to being in an overload condition. This overflow capability allows ACD calls
to be handled, even though an agent group has been set in a Do Not Disturb
mode.
ACD Express Groups associate agents into one skill group, but take advantage
of ACD Path features. ACD Express Groups have limited support for RADs,
embedded media for music on hold, Interflow, and resiliency.
You can have your set programmed to receive additional information concerning
Group activity. This information is called Queue Threshold Alert and Queue
Status.
About ACD Agent Hot Desking
The ACD Agent Hot Desking feature allows you to log into any hot desk enabled set or
ACD enabled set and the system automatically configures the set with your personal
speed calls, features, and phone settings. The system also associates your personal
phone settings, such as directory number, system settings, language display, and button
programming with the set.
For example, you could log into a hot desk enabled set or ACD enabled set, dial a
number, and the system stores that number against the Redial key for your set profile.
After logging out, if you log into another hot desk enabled set or ACD enabled set, you
can press the Redial key to dial the last number that you had dialed previously while you
were logged into the other set.

Mitel 5324 Specifications

Processor and Memory

processor type	TNETV1055 (MIPS)
processor speed	125 MHz
DSP speed	165 MHz
RAM	16 MB
ROM	8 MB

Weight and Dimensions

dimensions (phone only)	9.1 in x 7.5 in x 3.5 in (23 cm x 19 cm x 9 cm)
weight (phone only)	1.65 lbs or 0.75 kg
dimensions (packaged)	9.8 in x 8.3 in x 3.9 in (25 cm x 21 cm x 10 cm)
weight (packaged)	2.49 lbs or 1.13 kg