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MITEL MIVOICE BUSINESS
Taking a Break from Calls (Make Busy Feature)
Activate the Make Busy feature to stop receiving Automatic Call Distribution (ACD) calls at your
set for relatively brief periods of time, thereby avoiding the need to log out and subsequently log
in again. Make Busy ensures that your ACD set does not receive calls while you are unavailable
to handle the calls.
Your Mitel IP Phone operates as a normal telephone except for ACD use during the Make Busy
state. You can activate this feature during a call in progress. The Make Busy state commences
upon completion of that call. This allows you to activate this feature before your set can ring again
for another call.
Notes:
Your System Administrator can configure the system to automatically place your set in Make
Busy when you log in. In this case, you must remove Make Busy before you can start taking
ACD calls.
You will need to program a SuperKey feature key on your set.
Activating Make Busy
To activate Make Busy
1. Press SuperKey.
2. Press the No softkey to scroll until MAKE BUSY? appears on the display.
3. Select Turn On. Your set displays MAKE BUSY until it is deactivated.
Removing Make Busy
To deactivate Make Busy
1. Press the SuperKey.
2. Press the No softkey to scroll until MAKE BUSY? appears on the display.
3. Press the Turn Off Softkey. Make Busy is now removed from your set, and the display
returns to idle.
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.
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