Mitel OfficeConnect 5212 User manual

ACD 2000 AGENT/SUPERVISOR GUIDE
FORTHE MITEL 5212/5224 IP PHONE

DUE TO THE DYNAMIC NATURE OF THE PRODUCT DESIGN, THE INFORMATION CONTAINED IN
THIS DOCUMENT IS SUBJECT TO CHANGE WITHOUT NOTICE. MITEL NETWORKS, ITS
AFFILIATES, AND/OR ITS SUBSIDIARIES ASSUME NO RESPONSIBILITY FOR ERRORS AND
OMISSIONS CONTAINED IN THIS INFORMATION.
™ Trademark of Mitel Networks Corporation.
© Copyright 2006, Mitel Networks Corporation.
All rights reserved.

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Contents
General Information About this Guide...........................................................................................5
What is Automatic Call Distribution (ACD)?..................................................................................5
About Your Phone.........................................................................................................................6
Elements of Your Phone........................................................................................................................8
Ring/Message Indicator.........................................................................................................................9
Selecting Menu Options.........................................................................................................................9
Using Your IP Phone in Remote Mode..................................................................................................9
About Feature Access Codes..............................................................................................................10
For Users on Resilient 3300 ICP Systems..........................................................................................10
5224 IP Phone and Line Interface Module..........................................................................................10
Tips for Your Comfort and Safety............................................................................................10
Don't cradle the handset!.....................................................................................................................10
Protect your hearing ............................................................................................................................10
Feature Access Codes ............................................................................................................11
For Agents on Resilient 3300 ICP Systems.............................................................................11
Features Not Available ............................................................................................................11
ACD 2000 Agent Features and Capabilities...............................................................................12
What are Agent Groups?.........................................................................................................12
Logging In................................................................................................................................13
Displaying Agent Log-In Information........................................................................................14
Logging Out.............................................................................................................................15
About ACD Agent Hot Desking................................................................................................15
Answering Calls.......................................................................................................................16
Using the Auto Answer Feature...............................................................................................16
Activating Auto Answer........................................................................................................................16
Deactivating Auto Answer....................................................................................................................16
Using a Headset......................................................................................................................17
Installing a Headset (no Feature Control Switch)................................................................................17
Handling Calls with a Headset (no Feature Control Switch): ..............................................................18
Installing a Headset with Feature Control Switch................................................................................18
Handling Calls with a Headset (with Feature Control Switch):............................................................19
Using and Canceling the Work Timer......................................................................................20
Taking a Break from Calls (Make Busy Feature).....................................................................21
Activating Make Busy ..........................................................................................................................21
Removing Make Busy..........................................................................................................................21
Getting Help.............................................................................................................................22
When You Need Help..........................................................................................................................22
Canceling Help.....................................................................................................................................23
Queue Threshold Alert.............................................................................................................23
Visual Indications.................................................................................................................................23
Audible Indications...............................................................................................................................24
Queue Status...........................................................................................................................24
When You Need To Know A Group's Queue Status...........................................................................24
ACD 2000 Supervisor Features and Capabilities .......................................................................25
What is the Supervisory Position?...........................................................................................25
Queue Threshold Alert / Queue Status....................................................................................26
Silent Agent and Group Monitoring..........................................................................................26
Benefits of Silent Monitoring................................................................................................................26
Restrictions to Silent Monitoring..........................................................................................................26
Using Silent Monitoring for Individual Agents......................................................................................27
Using Silent Monitoring for Agent Groups...........................................................................................27

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Conferencing ...........................................................................................................................28
Responding to Help.................................................................................................................29
What Happens in a Help Request ...........................................................................................30
System Reporting Capabilities.................................................................................................31
Time Events Records ..........................................................................................................................31
Call Events...........................................................................................................................................31
Path and Group Statistics Events........................................................................................................32
Station Message Detail Recording (SMDR)........................................................................................32
Personal Directory...................................................................................................................33

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General Information About this Guide
This guide describes operation of the Automatic Call Distribution 2000 Feature
Package on a Mitel Networks IP phone. For operation of other features
associated with Mitel Networks IP phones (some of which will work in
conjunction with ACD), refer to the set guide.
What is Automatic Call Distribution (ACD)?
The Automatic Call Distribution (ACD) 2000 Feature Package is offered by the
Mitel Networks 3300 Integrated Communications Platform (ICP). ACD is a
method of switching large volumes of similar calls directly to a selected group of
extensions (Agents). Up to 350 such Agents can be supported. 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 Mitel Networks 3300 ICP also directs calls to the Agent 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.

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About Your Phone
The Mitel 5212 and 5224 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 5212 IP Phone offers 12 programmable keys, and the 5224 IP Phone
offers 24 programmable 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. The 5212 and 5224 IP Phones support Mitel Call
Control (MiNet) protocols and session initiated protocols (SIP). The 5224 IP Phone also
supports modules such as the Line Interface Module, 5310 IP Conference Unit, and the
12 and 48 Button Programmable Key Modules. The 5224 IP Phone can be used as an
ACD Agent Phone or a Teleworker phone.
The personal key on the bottom right (5224) or bottom left (5212) 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.

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Figure 1: 5224 IP Phone
Figure 2: 5212 IP Phone

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Elements of Your Phone
Element Function
nDisplay 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.
oSoftkeys (5224 IP Phone
only) 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.
pRing/Message Indicator Flashes to signal an incoming call and to indicate a message
waiting in your voice mailbox.
qVolume, 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.
rFixed-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 to notify you of messages waiting in your voice
mailbox.
Note: The Ring/Message indicator (p) also flashes when
messages are waiting.
sKeypad Use to dial.
tProgrammable 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 IP Phone, the bottom right personal key is always
your Prime Line key. On the 5212 IP Phone, the bottom left
personal keys is always your Prime Line key.
Write the name (speed call, feature or line appearance) of the

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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.
uHandsfree Speaker Provides sound for handsfree calls and background music.
vHandset 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
Selecting Menu Options
Because the 5224 IP Phone offers softkeys, feature availability and menu options may
differ between the 5212 and 5224 IP Phones.
To select menu items on the display:
•On a 5224 IP Phone, press the softkeys.
•On a 5212 IP Phone, press *, 0and # on the keypad. For example, if options *=YES
0=DEFAULT #=NO appear and you want to select YES, press *.
Procedures in this guide show all menu selection options, where applicable—for
example, “Press the * or Yes softkey”. Procedures in this guide also specify when a
menu option is available on only one of the phones—for example, “On a 5224 IP Phone
only, press the Save softkey”.
Using Your IP Phone in Remote Mode
Remote Mode allows the 5212 and 5224 IP Phones to be used in the home or in other
locations away from the office. For information on how to program your IP Phone for
remote operation, refer to the Remote IP Phones Guide available at www.mitel.com .

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About Feature Access Codes
Use of some features requires dialing access codes. The codes are flexible and may be
different than those in this guide. Ask your Administrator for a list of codes you should
use.
For Users on Resilient 3300 ICP 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 3300 ICP 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.
5224 IP Phone and Line Interface Module
The Line Interface Module is an optional device that adds an analog phone line (POTS)
capability to your 5224 IP Phone (only). If Emergency Call Routing is not programmed
on your 3300 ICP, 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 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.
Note: The 5212 IP Phone does not support the Line Interface Module.
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.

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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 Directory
table at the end of this guide.
For Agents on Resilient 3300 ICP Systems
If you hear two beeps that are repeated every 20 seconds during your call, it means that
your phone is switching to a secondary 3300 ICP system. Your call continues. 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.
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.

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ACD 2000 Agent Features and Capabilities
What are Agent Groups?
ACD Agents are normally grouped together to handle incoming telephone calls
that are associated with particular functions or departments in an organization;
for example, Sales or Engineering. 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 ID’s, but Agents can only
have one Agent ID per group, and can only log in one Agent ID per telephone.
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 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.
You can have your set programmed to receive additional information concerning
Group activity. This information is called Queue Threshold Alert and Queue
Status.
The following Agent functionality is described in this section:
Logging In describes the procedure for logging in to a telephone programmed
for Automatic Call Distribution (ACD).
Displaying Agent Log-In Information describes the procedure for displaying
your Agent I.D. number for verification after logging in.
Logging Out describes the procedure for logging out from a telephone
programmed for ACD.
ACD Agent Hot Desking describes the functionality provided by this feature.
Answering Calls describes the procedure for answering ACD calls.
Using the Auto Answer Feature describes a feature that allows you to answer
calls automatically after one short ring.
Using a Headset describes the procedure for installing and programming a

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headset for hands-free call answering.
Using and Canceling the Work Timer describes the purpose of the Work Timer
and the procedure for answering calls without waiting for the Timer to expire.
Taking a Break from Calls (Make Busy Feature) describes how to place your
set in a pause mode when you need to be away from your set for brief periods of
time, without the need to log out and subsequently log in again.
Getting Help describes how to request assistance from your Supervisor during a
call. The procedure for terminating a Help request is also described.
Queue Threshold Alert / Queue Status describes alert indicators and means of
accessing queue information for regarding the status of the ACD Group (Queue)
into which you have logged.
Logging In
Automatic Call Distribution (ACD) 2000 calls are directed to Logged In Agents
only. ACD calls are not directed to a telephone where there is no Agent Logged
In. You can log in by following the procedure described below.
An important concept in the ACD 2000 system for you to be aware of is agent
mobility. Since you as an Agent are assigned a 1- to 7-digit Identification (I.D.)
number to log in with, you can be called by this I.D. number, as well as by the
telephone extension number where you are working. This means that you can be
called by your I.D. number regardless of where you may be located. For this
reason it is also a good idea for your Agent I.D. number to be included in your
company’s telephone directory.
As an Agent, you can belong to multiple groups. When you log in using your
Agent I.D., you are automatically logged in to all groups in which you are a
member. Check with your manager if you do not know the ACD Log-In access
code or do not have an I.D. number. The Agent I.D. number is unique to each
Agent, and allows the system to distribute ACD calls to Logged In Agents. An
Agent can stay logged in indefinitely on the same telephone. You can also log in
by using a special Feature Access code not explained in this guide.
Note: If the I.D. is invalid, the display shows an INVALID error message and the
Log-In procedure is terminated. If the I.D. is in use by another Agent, the display
shows a USED BY error message and your Log-In attempt is terminated. If an
Agent Log-In code is dialed, but no I.D. is entered within 60 seconds, the Log-In
procedure is not activated and your set is treated as a Logged Out set.
After you have logged in, you can display your Log-In information. Refer to the
section ”Displaying Agent Log-In Information“ for further details.

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When You Are Ready to Log In
To log in, perform the following tasks:
1. Press the SuperKey Function Key. The AGENT LOGIN? prompt
appears. Press the Yes softkey (5224 IP Phone) or press * (5212 IP
Phone).
or
Enter the Agent Log-In feature access code.
2. Enter your Agent I.D. code on the keypad.
After entering your I.D. code, your display shows the number you enter
along with a ÍSoftkey to correct any digits you entered incorrectly.
3. Press the Enter Softkey. You are now logged in. The display
momentarily shows the name of the Agent logging in (if programmed)
and the Agent's I.D. number.
After a few seconds, the display returns to idle, with any programmed
Softkey features appearing on the display.
Displaying Agent Log-In Information
It is possible to display and verify Log-In information when you are logged in to a
set. The information displayed is the Agent I.D. number logged in to that set. To
display agent log-ing information:
1. Press the SuperKey Function Key.
2. Press the No softkey (5224 IP Phone) or press the # key (5212 IP
Phone) until PERSONAL KEYS appears on the display.
3. Press the Yes softkey (5224 IP Phone) or press the ∗key (5212 IP
Phone). The Agent Identification (I.D.) number currently logged in will
be displayed for 3 seconds.
4. The prompt SELECT A KEY appears. You may select another Line
Select Key for similar information if the set has more than one line
appearance.
If you press your Prime Line Key, your display shows your Agent I.D.
number and your name (if programmed).
5. To exit, press the Cancel Function Key.

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Logging Out
Logging out returns the set to Make Busy and it no longer receives Automatic
Call Distribution (ACD) calls, since ACD calls are directed to Logged In
telephones only. Your set operates normally for non-ACD use when logged out.
Logging Out can be activated during a call in progress, and takes effect only
when you terminate (hang up) the call. This allows you to activate this feature
before your set can ring again for another call.
To log out, perform the following tasks:
1. Press the SuperKey Function Key
2. Press the No softkey (5224 IP Phone) or press the # key (5212 IP
Phone) to scroll until AGENT LOGOUT? appears on the display.
3. Press the Yes softkey (5224 IP Phone) or press the ∗key (5212 IP
Phone). You are now logged out. After a few seconds, LOGGED OUT
appears on the display.
Note: If you log out of an ACD hot desk agent session while a call is in progress,
“LOGGED OUT” will not appear in the display until the call is ended.
About ACD Agent Hot Desking
The ACD Agent Hot Desking feature allows you to log into any ACD set and the system
automatically configures the set with your personal speed calls, features, and phone
settings. If your user profile is configured as an ACD hot desk agent, when you log into
an ACD set, the system 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 an ACD 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 ACD 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.
After logging in as an ACD hot desk agent, you can use the following personal phone
features and change the following settings:
•Call forwarding (all types)
•Callback messages (message waiting indicator)
•Auto Answer
•Do Not Disturb (DND)
•Last Number Redial
•Timed Reminder
•Triple Ring Callbacks
•Advisory Status Message.

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The log in and logout procedures are the same for an ACD Hot Desk Agent as they are
for a normal ACD agent.
Answering Calls
Answering ACD calls is not unlike answering regular calls on 5020 IP phone. When the
telephone rings, the indicator beside your Line Select Key flashes. To answer the call,
pick up the handset and begin speaking.
A headset option can be programmed into your system, eliminating the need to
pick up the handset. This is helpful in high call traffic situations normally
encountered in an ACD environment. To use a headset, refer to ”Using A
Headset“. You should also refer to ”Using the Auto Answer Feature“ for high
telephone traffic situations.
Using the Auto Answer Feature
You may prefer to answer your calls automatically using the Auto Answer
feature, for either handset or headset operation. Once programmed, when you
receive a call you hear one short ring before being automatically connected to
the caller. Never leave your telephone unattended while the Auto Answer feature
is turned on.
Activating Auto Answer
To activate the Auto Answer feature, perform the following tasks:
1. Press the SuperKey Function Key.
2. Press the No softkey (5224 IP Phone) or press the # key (5212 IP
Phone) to scroll until AUTO ANSWER? appears on the display.
3. Select Turn On. Auto Answer is now activated and AUTO ANSWER
appears on the display.
Deactivating Auto Answer
To deactivate Auto Answer, perform the following tasks:
1. Press the SuperKey Function Key.
2. Press the No softkey (5224 IP Phone) or press the # key (5212 IP
Phone) to scroll until AUTO ANSWER? appears on the display.
3. Select Turn Off. Auto Answer is deactivated and AUTO ANSWER
disappears from the display.

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Using a Headset
Your system administrator may have enabled full-time headset operation on your
telephone. Telephones with full-time headset operation enabled must be
operated only with headsets.
Telephones that are not programmed for full-time headset operation will provide
a HEADSET key to allow you to switch between handset and amplified headset
(no feature control switch) operation.
Switching between handset and headset mode when using a Headset with
Feature Control Switch can be accomplished by connecting or disconnecting the
headset at the quick-disconnect plug on the headset cord, but you should also
disable headset operation if the handset will be used for an extended period of
time.
A headset can be used either in regular answer mode or with the Auto Answer
feature programmed.
Most headsets are installed using the same jack that the handset plugs into. Mitel
Networks Headsets with Feature Control Switch (PN 9132-800-500-NA/9132-
800-501-NA) plugs into the dedicated headset jack (the jack nearest the front of
the set).
Installing a Headset (no Feature Control Switch)
To install the headset for your use, perform the following tasks:
1. When the telephone is not in use, lift the handset from the cradle and
carefully turn the set upside down.
2. Unplug the handset cord where it connects to the telephone.
3. Plug in the headset cord in the same place.
4. Set the telephone upright and return the handset to the cradle
5. Press the Headset Feature Key.
6. Store your handset in a safe place.

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To return to handset operation, perform the following tasks:
1. When the telephone is not in use, lift the handset from the cradle and
carefully turn the set upside down.
2. Unplug the headset cord where it connects to the telephone.
3. Plug in the handset cord in the same place.
4. Set the telephone upright and return the handset to the cradle.
5. Press the Headset Feature Key.
6. Store your headset in a safe place.
Handling Calls with a Headset (no Feature Control Switch):
To answer a call (when Auto Answer is disabled):
•Press the flashing Line Select key.
To hang up:
•Press the Cancel Function Key.
Installing a Headset with Feature Control Switch
IMPORTANT NOTE: Mitel Networks Headsets with Feature Control Switch (PN
9132-800-500-NA/9132-800-501-NA) must be installed in the dedicated headset
jack (the jack nearest the front of the set). Installation will disable your handset
microphone. Disconnecting the headset at the jack or at the quick-disconnect
plug restores handset operation.
To install the headset for your use, perform the following tasks:
1. When the telephone is not in use, lift the handset from the cradle and
carefully turn the set upside down.
2. Plug the headset cord into the headset jack (the jack nearest the front
of the set).
3. Set the telephone upright and return the handset to the cradle.
4. Press the Headset Feature Key.

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To return to handset operation, perform the following tasks:
1. When the telephone is not in use, lift the handset from the cradle and
carefully turn the set upside down.
2. Unplug the headset cord where it connects to the telephone.
3. Set the telephone upright and return the handset to the cradle.
4. Press the Headset Feature Key.
5. Store your headset in a safe place.
Handling Calls with a Headset (with Feature Control Switch):
To answer a call (when Auto Answer is disabled):
•Press the flashing Line Select key
-or-
Quickly press and release the Feature Control Switch.
To mute the headset microphone:
•Press and hold the Feature Control Switch.
To hang up:
•Press the Cancel Function Key
-or-
Quickly press and release the Feature Control Switch.

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Using and Canceling the Work Timer
The Work Timer provides a delay after each ACD call, before the next call is
directed to you. This gives you a certain amount of time to compete any work
generated by the previous call.
The Work Timer is automatic and you are not required to perform any procedures
to activate it. The length of time provided by the timer varies from 0 to 600
seconds, and is programmed only by the System Administrator.
Work Timers apply to ACD Agents and ACD calls only. Other calls to and from
your set do not activate a Work Timer. If the Make Busy or Do Not Disturb
features are activated at your telephone, the Timer is cancelled for that call.
Once you terminate an ACD call, WORK TIMER appears on the display for the
duration of the Work Timer period.
When the Work Timer expires, WORK TIMER disappears from the display and
you are ready to take another call.
You have the option of canceling the Work Timer and accepting another call
before the Timer expires. Cancellation of the Timer affects only the next ACD
call.
To cancel the Work Timer, press the Cancel Function key. Your set displays the
normal screen and is now available for the next ACD call.