Mitel 6869 Phone: Answer a Call for an ACD Call Center

This article details how to use the Mitel 6869 Voice over IP (VoIP) phone to answer a call and to disconnect a call.

This is the Mitel 6869 phone:
Example of the Mitel 6869 phone showing that you need to press the physical button on the phone next to the indicated features on the phone screen.

Answering a Call

Tip: The screen is not a touchscreen. Press the physical button on the phone next to the indicated option on the screen. 

If you are in a call center, to receive calls for your Call Center's ACD your ACD status must be set to Available. 

  1. Press the Answer softkey.
    Phone screen showing an incoming call. The bottom menu has options for Answer, Ignore, Silence. Answer is selected.

Note: The softkeys change when on an acd call providing features used when on a call.
Phone screen showing a call in progress. The bottom menu has options for Drop, Conf, Xfer, and Park.

Disconnecting an ACD Call

Tip: The screen is not a touchscreen. Press the physical button on the phone next to the indicated option on the screen. 

  1. Press Drop softkey.
    Phone screen showing an active call. The ACD indicator is yellow meaning you are Unavailable because you are in a call. The bottom menu has options for Drop and Leave. Drop is selected.
  2. If configured your state will change to wrap indicated by the yellow acd indicator and flashing red light next to the button. While in Wrap no acd calls will ring in.

Additional Resources

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