Mitel SX-200 Practices page 835

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5
' ACD SET DESCRIPTION -
GENERAL
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5.1 This section of the practice describes the ACD TELEMARKETER features on
SWERSE74 telephones used by all ACD positions and includes descriptions of
position login, headset operation, and line select keys.
Refer to the following sections for specific information about the sets used by each ACD
position:
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Section 6: ACD Agent Sets
9 Section 7: ACD Supervisor Sets
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Section 8: ACD Senior Supervisor Sets
SUPERS~ 4 Telephones
5.2
All ACD TELEMARKflER positions use SUPERSET 4 telephones. The three ACD
positions of Agent, Supervisor, and Senior Supervisor perform specific duties during
ACD operation and, to assist them, each set is assigned special feature keys during
Customer Data Entry (CDE),
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Figure 51 shows the SUPERSET telephone. The function of any or all of the fol-
lowing SUPERSET keys and displays may change after an ACD position logs in to
the system:
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Line select/speed call buttons
0 Line status displays
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Softkeys and softkey prompts
Automatic Number Identification (ANI) and Dialed Number Identification Service
(DNIS) are services provided by the public network to a PBX. Access to this
functionality is available with Generic 1005 through COS options programmed during
Customer Data Entry (CDE). ANI identifies the telephone number of the calling party
and DNIS identifies the telephone number dialed by the calling party.
During an incoming call, the ACD agent's SUPERSET display set will currently show
trunk information such as an ACD path name, if programmed, or an ACD path access
code, if no path name has been programmed.
If ANI and/or DNIS has been provided by the public network, the applicable COS
option(s) have been enabled for that set, and the ACD path is unnamed, the incoming
ANI and/or DNIS digits will be displayed to the ACD agent at their set during the'lringing"
state.
Some ACD positions also provide reports in the main display.
9109-096-620-NA Issue 1
Revision
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