Mitel SX-2000 Light User Manual
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Mitel SX-2000 Light User Manual

Mitel SX-2000 Light User Manual

Acd 2000 agent guide for the superset 4015
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ACD 2000 Agent Guide
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  • Page 1 ACD 2000 Agent Guide for the Superset™ 4015...
  • Page 2 DUE TO THE DYNAMIC NATURE OF THE PRODUCT DESIGN, THE INFORMATION CONTAINED IN THIS DOCUMENT IS SUBJECT TO CHANGE WITHOUT NOTICE. MITEL CORPORATION, ITS AFFILIATES, AND/OR ITS SUBSIDIARIES ASSUME NO RESPONSIBILITY FOR ERRORS AND OMISSIONS CONTAINED IN THIS INFORMATION. ™ Trademark of Mitel Networks Corporation.

  • Page 3: Table Of Contents

    Contents General Information About this Guide What is Automatic Call Distribution (ACD)? About Your SUPERSET 4015 Personal Keys Line Select Keys/Line Appearances Line Status Indicators Feature Keys Main Display The SuperKey Function Keys Feature Access Codes Features Not Available ACD 2000 Agent Features and Capabilities What are Agent Groups? Logging In Displaying Agent Log-In Information...

  • Page 4: General Information About This Guide

    For operation of other features associated with a SUPERSET 4015 set (some of which will work in conjunction with ACD), refer to the set guide. IMPORTANT NOTE FOR HEADSET USERS: MITEL’s Headset with Feature Control Switch (PN 9132-800-500-NA) must be installed in the dedicated headset jack (the jack nearest the front of the set).

  • Page 5: What Is Automatic Call Distribution (Acd)

    What is Automatic Call Distribution (ACD)? The Automatic Call Distribution (ACD) 2000 Feature Package is offered by the SX-2000 INTEGRATED COMMUNICATIONS System. ACD is a method of switching large volumes of similar calls directly to a selected group of extensions (Agents).

  • Page 6: About Your Superset 4015

    About Your SUPERSET 4015 Telephone Personal Keys At the bottom of your SUPERSET 4015 telephone 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. Other Personal Keys can be programmed by you as Speed Call Keys, or by your System Administrator as Line Select or Feature keys.

  • Page 7: Line Status Indicators

    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 have programmed on your set. When a line is... the status indicator is... Idle Busy solid on...

  • Page 8: The Superkey

    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 can be used and if they are available to you. To exit a SuperKey session, press the SuperKey once more. Function Keys The Function Keys are located just below the main display.

  • Page 9: Feature Access Codes

    Feature Access Codes The following telephone features can be activated or disabled by Feature Access codes, when no Feature Keys are programmed for this purpose: Auto Answer Do Not Disturb Make Busy Headset Operation Login Logout Contact your System Administrator for these and other Feature Access codes available on your telephone system, or to have these features programmed to be activated by a Feature Key.

  • Page 11: Acd 2000 Agent Features And Capabilities

    ACD 2000 AGENT FEATURES AND CAPABILITIES...

  • Page 12: What Are Agent Groups

    What are Agent Groups? ACD Agents are normally grouped together to handle incoming telephone calls that are associated with particular functions or departments in an organization; for example, Sales or Engineering. Callers are then directed to the Group that best serves their needs. The formation of ACD Agent Groups with two or more Agents in each Group allows calls to be handled on a Group basis rather than on an individual basis.
  • 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.

  • Page 14: Logging In

    Logging In Automatic Call Distribution (ACD) 2000 calls are directed to Logged In Agents only. ACD calls are not directed to a telephone set where there is no Agent Logged 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.

  • 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 telephone sets 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 SUPERSET 4015 telephone. 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

    Using the Auto Answer Feature You may prefer to answer your calls automatically using the Auto Answer feature, for either handset or headset operation. Once programmed, when you receive a call you hear one short ring before being automatically connected to the caller.

  • Page 19: Using A Headset

    Most headsets are installed using the same jack that the handset plugs into. MITEL’s Headset with Feature Control Switch (PN 9132-800-500-NA) plugs into the dedicated headset jack (the jack nearest the front of the set). To Install a Headset (no Feature Control Switch) To install the headset for your use, perform the following tasks: 1.
  • Page 20 Press the Cancel Function Key. To Install a Headset with Feature Control Switch IMPORTANT NOTE: MITEL’s Headset with Feature Control Switch (PN 9132- 800-500-NA) must be installed in the dedicated headset jack (the jack nearest the front of the set). Installation will disable your handset microphone.
  • 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. 3.

  • Page 22: Using And Canceling The Work Timer

    Using and Canceling the Work Timer The Work Timer provides a delay after each ACD call, before the next call is directed to you. This gives you a certain amount of time to compete any work generated by the previous call. The Work Timer is automatic and you are not required to perform any procedures to activate it.

  • Page 23: Taking A Break From Calls (Make Busy Feature)

    Taking a Break from Calls (Make Busy Feature) The way to temporarily restrict your set from receiving calls is to activate the Make Busy feature. The main purpose of Make Busy is to relieve you from your Automatic Call Distribution (ACD) workload for relatively brief periods of time, thereby avoiding the need to log out and subsequently log in again.

  • 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

    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 feature access codes you are most likely to need on your telephone set.
  • Page 27 Notes...

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