Mitel SX-200 Practices page 839

6
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ACD AGENT SETS
6.1 This section of the practice describes the ACD TELEMAMETH? features on
SU/W?SE~4 telephones used by ACD agents and includes descriptions of:
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special feature keys
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set displays
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reports
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set operation
The information in this section is aimed at those planning an ACD installation, setting
up an ACD system, and operating the sets in an existing system.
The ACD path is the major element of the ACD structure. Each path contains all the
information necessary to carry an incoming call through the ACD system, The following
example shows the SUPERSET 4 telephone display of an incoming ACD call to an
agent showing the path name:
SALES CALLING
EXIT NAME HELP
Functions
6.2 Each logged in agent uses a SUPERSET telephone that is normally programmed
with one line select key assigned as a MAKE BUSY key, and a second as a QUEUE
STATUS key. The agent set is also equipped with a HELP softkey. The following
subsections describe the functions of these keys and their operation.
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login/logout
6.3
The system routes calls to an agent only after the agent logs in to the ACD system.
Once the agent has logged in, the system recognizes the agent as being a member
of a specific Agent Group. Refer to topics Login and Logout in Section 5 for details
and conditions.
Login
To login, the agent dials an access code followed by the ID number assigned through
the Agent Group Form in CDE. ACD LOGIN appears briefly in the display and the agent
hears dial tone; press HANGUP softkey.
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