Answering Call Center Calls with Mitel Desktop Agent for Windows

Mitel Desktop Agent is an application used by Cal Poly Call Centers to take phone calls for these high volume telephone lines. It must be installed on a Windows computer and can be used with a legacy digital line sitting on the desk or as a soft phone itself.

This is NOT the application to use if you have a MiCollab softphone; you need to use Mitel Web Agent if you have a MiCollab soft phone, see instructions here: Answering Calls Using Mitel Web Agent (Call Center)

Setting up a Headset

Before launching Agent, make sure your headset is correctly connected to your phone or computer.
1. Headsets connected to a phone: Press the ACCESS-1 button on your phone and listen for a dial tone
2. Headsets connected to a computer: Change the system volume and listen for the chime
  1. Log in to Mitel Agent using the instructions below, click the Menu button, then click Options
  2. Click Audio, then select your headset in the top 3 drop-down menus. Select Automatic Gain Control, Automatic Echo Cancellation, then click OK.

Logging in to Mitel Agent

In order to receive calls, you will need to sign into the “Agent” software at a workstation with a headset. Never share your login with another agent.

Logging in from off-campus

Please connect to GlobalProtect VPN before launching Agent

Launch Agent by typing "agent" in the Windows Search bar, then hit Return
Log in to Agent with:
1. Logon ID: Your Cal Poly username
2. Password
  1. Students: Assigned at time of hire
  2. Staff: Last 4 digits of your campus phone number (xxxx)
3. Extension Number
  1. 5 digit extension (6xxxx)
4. Extension Password
  1. Using a physical digital phone on campus: blank
  2. Using a softphone on or off campus: Full campus phone number (805756xxxx)
5. Extension Type
  1. Digital "Ericsson or Aastra" phone: Desktop Phone
  2. Using your computer as your phone: Soft Phone

Making Yourself Available to Answer Calls in the Queue

Click the Skills icon, assign yourself the appropriate call queues, then click OK.
Click the Make Ready icon to start answering calls.

Handling Calls With Mitel Agent

Accepting Calls

When a call comes in, Agent opens a dialog box containing the caller’s information. To pick up the call, you can either press Enter key or click Accept.

Making Calls

To make a call, click on the Phone icon on the main window. Here, you can dial a phone number just like you would on a campus phone. To dial outside Cal Poly, enter 71 + phone number.

Using the Directory

To search the Mitel directory for a phone number, click the Directory tab, click into the search field, then type *. If you don't find the number you're looking for, search Google for calpoly + search term.

Searching for a Name

When you search for a name, be sure to use the following format: Last Name, First Name. If you are looking for only the first name, be sure to type the comma first. Double click on the row you want to start calling.

Transferring Calls

While on the line with a customer, make a call using the instructions above. The customer is automatically placed on hold.
To transfer right away, click on the transfer icon. Alternatively, you can first speak to the transfer recipient and then press the transfer button for a soft transfer.
To return to the initial customer's call, end the transfer call, then double click the customer's phone number in your Sessions window.

Handling Calls With a Desk Phone

Accepting Desk Phone Calls

Pick up the handset on the phone or press the ACCESS-1 button if wearing a headset.

Making Desk Phone Calls

In order to make a call, press one of the two unused direct lines on your phone. If you are on the phone with someone, they will be automatically put on hold. If you are dialing a campus phone, you can simply dial the 5 digit extension 6xxxx. If you are calling an off campus phone, first dial 71 + area code and the rest of the phone number.

Transferring Desk Phione Calls

First let the person know who you are transferring them to. In addition, give them a reason why you are doing so. At this time be sure to give them any more information they might need to know when speaking with the other person.

Put them on hold (press the hold button on the phone) and make a call as described above. Once the phone has started ringing you can transfer them by pressing the transfer button.