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M M I I T T E E L L N N E E T T W W O O R R K K S S
Integrated
3300
Communications Platform
ACD 2000 AGENT GUIDE
™
FOR THE MITEL NETWORKS 5010 IP PHONE
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DUE TO THE DYNAMIC NATURE OF THE PRODUCT DESIGN, THE INFORMATION CONTAINED IN THIS DOCUMENT IS SUBJECT TO CHANGE WITHOUT NOTICE. MITEL NETWORKS, ITS AFFILIATES, AND/OR ITS SUBSIDIARIES ASSUME NO RESPONSIBILITY FOR ERRORS AND OMISSIONS CONTAINED IN THIS INFORMATION. ™ Trademark of Mitel Networks Corporation. © Copyright 2001, Mitel Networks Corporation. All rights reserved.
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Contents General Information About this Guide 4 What is Automatic Call Distribution (ACD)? 5 About Your MITEL Networks 5010 IP Phone 6 Personal Keys 6 Line Select Keys/Line Appearances 6 Line Status Indicators 7 Feature Keys 7 Main Display 7 The SuperKey 8 Function Keys 8 Feature Access Codes 9 Features Not Available 9 ACD Agent Features and Capabilities 11 What are Agent Groups? 12 Logging In 14 Displaying Agent Log-In Information 15 Logging Out 16 Answering Calls 17 Using the Auto Answer Fe
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General Information About this Guide This guide describes operation of the Automatic Call Distribution (ACD) 2000 Feature Package on a Mitel Networks 5010 IP Phone. For further information on ACD, see ”What is Automatic Call Distribution“. The displays shown throughout this guide are intended to be representative only. Certain displays on the sets may differ from those shown, usually based on what features or Class Of Service has been programmed into individual sets. For operation of other featu
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What is Automatic Call Distribution (ACD)? The Automatic Call Distribution Feature Package is offered by the Mitel Networks 3300 Integrated Communications Platform (ICP). ACD is a method of switching large volumes of similar calls directly to a selected group of extensions (Agents). Up to 350 such Agents can be supported. All calls are distributed equally among the Agents. The calls are all of a similar nature, and the Agents are trained/equipped to provide the particular information or service
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About Your 5010 IP Phone Personal Keys At the bottom of your 5010 IP Phone 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. Line Select Keys/Line Appearances Your 5010 IP Phone can accommodate up to seven lines, including your Prime Line (your lis
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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 off Busy solid on Ringing flashing slowly On Hold at your set flashing rapidly On Hold at another set flashing in a slow on, fast off cycle on your set’s Line appearance Feature Keys A Personal Key can also be programmed as a Feature Key by your System
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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. A number of the 5010 IP Phone features are accessed by using the Function Keys on your telephone. 1. Message Key: for sending and responding to messages. 2. Hold Key (
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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. Record your Feature Access codes in the Personal Directory table at the end
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10
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ACD 2000 AGENT FEATURES AND CAPABILITIES 11
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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. An Agent can have multiple Agent ID’s, but Agents can only have
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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. Queue Threshold Alert is a method of alerting you as to the status of your ACD Group (Queue). This section describ
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Logging In Automatic Call Distribution (ACD) 2000 calls are directed to Logged In Agents only. ACD calls are not directed to a telephone 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. Since you as an Agent are assigned a 1- to 7-digit Identification (I.D.) number to log in with, you can be called by this I.D. number, as well as by the telephone extension number whe
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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. Press the SuperKey Function Key, 2. Press # until PERSONAL KEYS appears on the display. 3. Press * and the Agent Identification (I.D.) number currently logged in will be displayed for 3 seconds. 4. The prompt SELECT A KEY appears. You may select another
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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 telephones 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. This allows you to activate this feature before your set can ring again for another call. When You Are Ready to Log Out To log out, perform the
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Answering Calls Answering ACD calls is not unlike answering regular calls on the 5010 IP Phone. 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. This is helpful in high call traffic situations normally encountered in an ACD environment. To use a headset, refer to ”Using A Headset“. You should also refer to ”Using
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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. Never leave your telephone unattended while the Auto Answer feature is turned on. To Activate Auto Answer To activate the Auto Answer feature: 1. Press the Auto Answer Feature Key. The indicator beside the Auto Answer key turns on.
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Using a Headset Note: Your system administrator may have enabled full-time headset operation on your telephone. Telephones with full-time headset operation enabled must be operated only with headsets. Telephones that are not programmed for full-time headset operation will provide a HEADSET key to allow you to switch between handset and amplified headset (no feature control switch) operation. Switching between handset and headset mode when using a Headset with Feature Control Switch can be accomp
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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. Plug in the handset cord in the same place. 4. Set the telephone upright and return the handset to the cradle. 5. Press the Headset Feature Key. 6. Store your headset in a safe place. Handling Calls with a Headset (no Feature Control Switch): To answer a call (wh
