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92600ACDU03.qxd 3/12/01 11:14 AM Page 1
ACD
User Guide
92600ACDU03
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92600ACDU03.qxd 3/12/01 11:14 AM Page 2 Answering Calls Answering Outside Calls . . . Answer an outside call 1. Lift handset. ringing your ACD Group: Press the flashing line key if not connected. If your ACD Group has Automatic Answer enabled and you are using a customer- provided headset, the next call waiting is picked up as soon as you press SPK. Log In or Out of Your ACD Group Log your extension Keyset into the ACD Group: 1. + . OR 1. + (ACD Log On/Off). DSL or SLT 1. Lift handset
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92600ACDU03.qxd 3/12/01 11:14 AM Page 3 Handling Your Calls Log your extension Keyset out of the ACD Group: 1. + . OR 1. + (ACD Log On/Off). 2. to log out. OR 2. to cancel and return to the group. DSL or SLT 1. Lift handset. 2. . 3. to log out. OR 3. to cancel and return to the group. Work Time Work Time temporarily busies-out your phone so that you can work at your desk uninterrupted. This gives you time to fill out important logs and records as soon as you are finished with your ca
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92600ACDU03.qxd 3/12/01 11:14 AM Page 4 Handling Your Calls (cont’d) Activate Work Time: Keyset 1. (Work Time). OR 1. + . SLT/DSL 1. Lift handset. 2. Dial . Cancel Work Time: Keyset 1. (Work Time). OR 1. + . SLT/DSL 1. Lift handset. 2. Dial . Rest Mode Rest Mode temporarily logs your phone out of your ACD Group. This may be required if you get called away for your desk. There are two types of Rest Mode - Manual and Automatic. Manual Rest Mode allows you to temporarily log out of yo
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92600ACDU03.qxd 3/12/01 11:14 AM Page 5 Handling Your Calls (cont’d) enabled, the system automatically puts your phone in Rest Mode if it is not answered. This ensures that callers won’t have to wait while ACD rings your extension when you’re not there. The type of Rest Mode you have is determined by system programming. To activate Rest Mode: Keyset 1. (Rest Mode). OR 1. + . SLT/DSL 1. Lift handset. 2. Dial . Cancel Rest Mode: Keyset 1. (Rest Mode). OR 1. + . SLT/DSL 1. Lift handset.
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92600ACDU03.qxd 3/12/01 11:14 AM Page 6 Handling Your Calls (cont’d) Reroute Your Calls . . . Transfer Transfer a call to an 1. At keyset or DSL, press . ACD Group: OR 1. At SLT, hookflash. You hear Transfer dial tone. 2. Dial ACD Group Master Number. You can press a One-Touch Key for the master number instead. 3. Hang up. Check the Status of the ACD Group . . . Queue Status Display When all agents in an ACD Group are unavail- able, an incoming call will queue and cause the Queue Stat
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92600ACDU03.qxd 3/12/01 11:14 AM Page 7 Handling Your Calls (cont’d) The information displays on your telephone as follows: How long the longest queued The number of call has been waiting. calls in queue. 002 LINE-001 01:30 Name of trunk that has This part of the display periodically been queued the longest. disappears and then refreshes. Call your Supervisor by an Emergency Call . . . If you need assistance with a caller, place an Emergency Call to your ACD Group Supervisor. Once the supe
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92600ACDU03.qxd 3/12/01 11:14 AM Page 8 NEC America Inc., Corporate Networks Group P/N 92600ACDU03 April 2001 4 Forest Parkway, Shelton, CT 06484 Issue 1-0 TEL: 203-926-5400 FAX: 203-929-0535 Printed in U.S.A. cng.nec.com
