Mitel ACD 2000 - Manuals

12 What are Agent Groups? ACD Agents are normally grouped together to handle incoming telephone callsthat are associated with particular functions or departments in an organization;for example, Sales or Engineering. Callers are then directed to the Group thatbest serves their needs. The formation of...

13 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 the procedure for placing your set in a pause mode when you need to be away from your s...

14 Logging In Automatic Call Distribution (ACD) 2000 calls are directed to Logged In Agentsonly. ACD calls are not directed to a telephone where there is no Agent LoggedIn. You can log in by following the procedure described below. An important concept in the ACD 2000 system for you to be aware of i...

15 Displaying Agent Log-In Information It is possible to display and verify Log-In information when you are logged in to aset. The information displayed is the Agent I.D. number logged in to that set. Thisis accomplished by the following tasks: 1. Press the SuperKey Function Key, 2. Press # until PE...

16 Logging Out Logging out returns the set to Make Busy and it no longer receives AutomaticCall Distribution (ACD) calls, since ACD calls are directed to Logged-Intelephones only. Your set operates normally for non-ACD use when logged out. Logging Out can be activated during a call in progress, and ...

17 Answering Calls Answering ACD calls is not unlike answering regular calls on the 5010 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 ...

18 Using the Auto Answer Feature You may prefer to answer your calls automatically using the Auto Answerfeature, for either handset or headset operation. Once programmed, when youreceive a call you hear one short ring before being automatically connected tothe caller. Never leave your telephone unat...

19 Using a Headset Note: Your system administrator may have enabled full-time headset operation on your telephone. Telephones with full-time headset operation enabled must beoperated only with headsets. Telephones that are not programmed for full-time headset operation will providea HEADSET key to a...

20 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 telep...

22 Using and Canceling the Work Timer The Work Timer provides a delay after each ACD call, before the next call isdirected to you. This gives you a certain amount of time to compete any workgenerated by the previous call. The Work Timer is automatic and you are not required to perform any procedures...

23 Taking a Break from Calls(Make Busy Feature) The way to temporarily restrict your set from receiving calls is to activate theMake Busy feature. The main purpose of Make Busy is to relieve you from yourAutomatic Call Distribution (ACD) workload for relatively brief periods of time,thereby avoiding...

24 Queue Threshold Alert Thresholds are programmed into the ACD system to provide a basis for alertingAgents and Supervisors that calls have waited longer than acceptable limits(thresholds) to be answered. If your set is programmed with a Generic Group Queue Status Feature Key, it can provide a visu...

25 Displaying Queue Status Agents may access the following queue-status information about their Group: · the number of active Agents in the Group · the number of calls waiting for the Group (queue) · the length of time that the longest call has been waiting for the Group. NOTE: Agents in the Logged ...

26 Personal Directory Your Extension Number: ____________________ Your Agent I.D. Number: ____________________ Your Supervisor I.D. Number: ________________ Your Group Name/Number: ___________________ Use this table to record your frequently used numbers. Name Number Use this table to record the fea...