Mitel SX-200 Practices page 840

ACD TELEMARKETER Applications Package
Logout
To logout, the agent dials the access code again. ACD LOGOUT appears briefly in the
display and the agent hears dial tone; press HANGUP softkey.
Make Busy Key
Purpose
6.4
Every Agent set should be preprogrammed with one line select key allocated as a
, MAKE BUSY feature key. Turning on the Make Busy feature prevents ACD calls from
ringing the set. Normal operation of the set is not affected and calls in progress are
not disrupted when Make Busy is activated. An Agent handling an ACD call can turn
on Make Busy and end the call. The set remains in the Make Busy state until
canceled by the Agent.
LCD Indicator
The LCD indicator beside the Make Busy key remains lit when the set is in the Make
Busy state. Figure 6-l shows examples of all the LCD indicators associated with the
ACD feature.
Operation
To turn on Make Busy, press the Make Busy key. To cancel Make Busy, press the Make
Busy key again. The LCD beside the Make Busy key remains lit while the set is in a
Make Busy state. When calls ringing the set are not answered within the period
specified by the Call Forward No Answer Timer in the agent's COS, the system places
the set in Make Busy, and lights the LCD beside the Make Busy key to advise the Agent
of the Make Busy state. The agent must press the Make Busy key to cancel the Make
Busy state.
620 6-2
Revision 0 9109-096-6204A Issue 1