Mitel ACD 2000 - Manual - manualsarea.com

Page 3 - Contents; General Information About this Guide

3 Contents General Information About this Guide 4 What is Automatic Call Distribution (ACD)? 5 About Your MITEL Networks 5010 IP Phone 6 Personal Keys 6 Line Select Keys/Line Appearances 6 Line Status Indicators 7 Feature Keys 7 Main Display 7 The SuperKey 8 Function Keys 8 Feature Access Codes 9 Fe...

Page 7 - SuperKey

7 Line Status Indicators The Line Status indicators are located on the outside edge of each Personal Key.These LED indicators show you the status of the lines which you haveprogrammed on your set. When a line is... the status indicator is... Idle off Busy solid on Ringing flashing slowly On Hold at ...

Page 8 - The SuperKey; Function Keys; Message; Redial

8 The SuperKey When you press the SuperKey Function Key, the main display changes. In particular, prompts on the screen change. Prompts appear only when they canbe used and if they are available to you. To exit a SuperKey session, press the SuperKey once more. Function Keys The Function Keys are loc...

Page 11 - AND CAPABILITIES

Page 12 - What are Agent Groups?

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...

Page 13 - Using and Canceling the Work Timer; describes the purpose of the Work Timer; Taking a Break from Calls (Make Busy Feature); describes the procedure for; Queue Threshold Alert; is a method of alerting you as to the status of your ACD; Displaying Queue Status; describes the procedure for displaying the current

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...

Page 14 - Logging In; When You Are Ready to Log In; Feature Key; or; enter the Agent Log-In feature access code.

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...

Page 15 - Displaying Agent Log-In Information

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...

Page 16 - Logging Out; When You Are Ready to Log Out; enter the Agent Log-out feature access code.; Cancel

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 ...

Page 17 - Answering Calls; To answer the call, pick up the handset and begin speaking.

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 ...

Page 18 - Using the Auto Answer Feature; To Activate Auto Answer; To activate the Auto Answer feature:; Feature Key. The indicator beside the Auto; To deactivate the Auto Answer feature:; Auto Answer; Feature Key. The indicator beside the Auto

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...

Page 19 - Using a Headset; HEADSET; key to allow you to switch between handset and amplified headset; To Install a Headset (no Feature Control Switch); To install the headset for your use, perform the following tasks:; Headset

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...

Page 20 - To Install a Headset with Feature Control Switch

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...

Page 22 - To cancel the Work Timer, press the; Function Key. Your set displays the

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...

Page 23 - How to Activate Make Busy; How to Remove Make Busy; Make Busy

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...

Page 24 - If your set is programmed with a Generic Group; Visual Indications; Queue Status; Feature Key indicates the three levels of alert as follows:; Audible Indications

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...

Page 25 - the number of active Agents in the Group; When You Need To Know Your Group's Queue Status

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 ...

Page 26 - Personal Directory; Use this table to record your frequently used numbers.

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...

Page 27 - Notes