Mute when not on phone

[AdamG]

hi guys,

new to the forum but I'm wondering if anybody here can assist. recently moved our telephony form an older Mitel system to 3300 (using 5320e IP phones).

we never used to have our agents auto-answer calls so chit-chat around the office was broken up by the ringing of a phone. The issue now is that if someone is having a conversation and a call comes through a customer is potentially hearing the tail end of somebody's story about their weekend etc.

my question is:

is there a way of muting the phone when a line isn't actually open? our agents use headsets so would be ideal to be able to add a key to mute the line, the agent gets a beep in their ear and can take themselves off of mute to speak to our customers.

thanks in advance!

[lundah]

Two options:
1. Mute the headset (how you do this will depend on the headset being used)
2. Turn off auto-answer.