Related Manuals for Mitel ACD 2000
Summary of Contents for Mitel ACD 2000
- Page 1 M I T E L N E T W O R K S M I T E L N E T W O R K S Integrated 3300 Communications Platform ACD 2000 AGENT GUIDE FOR THE MITEL NETWORKS 5010 IP PHONE ™...
- Page 2 DUE TO THE DYNAMIC NATURE OF THE PRODUCT DESIGN, THE INFORMATION CONTAINED IN THIS DOCUMENT IS SUBJECT TO CHANGE WITHOUT NOTICE. MITEL NETWORKS, ITS AFFILIATES, AND/OR ITS SUBSIDIARIES ASSUME NO RESPONSIBILITY FOR ERRORS AND OMISSIONS CONTAINED IN THIS INFORMATION. ™ Trademark of Mitel Networks Corporation.
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Page 3: Table Of Contents
Contents General Information About this Guide What is Automatic Call Distribution (ACD)? About Your MITEL Networks 5010 IP Phone Personal Keys Line Select Keys/Line Appearances Line Status Indicators Feature Keys Main Display The SuperKey Function Keys Feature Access Codes Features Not Available... -
Page 4: General Information About This Guide
Certain displays on the sets may differ from those shown, usually based on what features or Class Of Service has been programmed into individual sets. For operation of other features associated with a Mitel Networks 5010 IP Phone (some of which will work in conjunction with ACD), refer to the set guide. -
Page 5: What Is Automatic Call Distribution (Acd)
What is Automatic Call Distribution (ACD)? The Automatic Call Distribution Feature Package is offered by the Mitel Networks 3300 Integrated Communications Platform (ICP). ACD is a method of switching large volumes of similar calls directly to a selected group of extensions (Agents). -
Page 6: About Your Mitel Networks 5010 Ip Phone
At the bottom of your 5010 IP Phone is a row of Personal Keys. The bottom Personal Key is your Prime Line, the telephone line that you will usually use. Your extension number is the number of your Prime Line. -
Page 7: Line Status Indicators
When your telephone is idle, the current date and time of day are displayed continuously. But as soon as you make or receive a call, the display shows information about that call, such as which line or trunk is being used, and the duration of the call. -
Page 8: The Superkey
Function Keys The Function Keys are located just below the main display. A number of the 5010 IP Phone features are accessed by using the Function Keys on your telephone. 1. Message Key: for sending and responding to messages. 2. Hold Key (red key): for placing calls on hold. -
Page 9: Feature Access Codes
There may be procedures in this guide which you cannot perform on your telephone, and your display may not appear exactly as in the illustrations in this guide. You may also have additional functionality not described in this guide. The reason for this is that your company has specially selected your features and calling privileges. -
Page 11: Acd Agent Features And Capabilities
ACD 2000 AGENT FEATURES AND CAPABILITIES... -
Page 12: What Are Agent Groups
An Agent can have multiple Agent ID’s, but Agents can only have one Agent ID per group, and can only log in one Agent ID per telephone. Agent Groups are assigned a unique 3-digit reporting number as well as an Agent Group directory number. - Page 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 set for brief periods of time, without the need to log out and subsequently log in again.
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Page 14: Logging In
In. You can log in by following the procedure described below. An important concept in the ACD 2000 system for you to be aware of is agent mobility. Since you as an Agent are assigned a 1- to 7-digit Identification (I.D.) number to log in with, you can be called by this I.D. -
Page 15: Displaying Agent Log-In Information
Displaying Agent Log-In Information It is possible to display and verify Log-In information when you are logged in to a set. The information displayed is the Agent I.D. number logged in to that set. This is accomplished by the following tasks: 1. -
Page 16: Logging Out
Logging Out Logging out returns the set to Make Busy and it no longer receives Automatic Call Distribution (ACD) calls, since ACD calls are directed to Logged-In telephones only. Your set operates normally for non-ACD use when logged out. Logging Out can be activated during a call in progress, and takes effect only when you terminate (hang up) the call. -
Page 17: Answering Calls
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 the need to pick up the handset. -
Page 18: Using The Auto Answer Feature
Once programmed, when you receive a call you hear one short ring before being automatically connected to the caller. Never leave your telephone unattended while the Auto Answer feature is turned To Activate Auto Answer To activate the Auto Answer feature: 1. -
Page 19: Using A Headset
To Install a Headset (no Feature Control Switch) To install the headset for your use, 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. - Page 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.
- Page 21 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.
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Page 22: Using And Canceling The Work Timer
Work Timer. If the Make Busy or Do Not Disturb features are activated at your telephone, the Timer is cancelled for that call. Once you terminate an ACD call, WORK TIMER appears on the display for the... -
Page 23: Taking A Break From Calls (Make Busy Feature)
ACD Agents. Any set not logged in for ACD calls remains in the Make Busy state until an Agent Log-In is performed. Your 5010 IP Phone operates as a normal telephone except for ACD use during the Make Busy state. You can activate this feature between calls or during a call in progress. -
Page 24: Queue Threshold Alert
Queue Threshold Alert Thresholds are programmed into the ACD system to provide a basis for alerting Agents 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 visual indication of the current workload conditions of the Automatic Call Distribution (ACD) Group into which you are logged. -
Page 25: Displaying Queue Status
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 Out, Do Not Disturb, or Make Busy states are not considered active Agents for the purpose of Queue Status. -
Page 26: Personal Directory
Your Group Name/Number: ___________________ Use this table to record your frequently used numbers. Name Number Use this table to record the feature access codes you are most likely to need on your telephone. Feature Access Code Auto Answer Do Not Disturb... - Page 27 Notes...