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Mitel ACD 2000 manual

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Table of contents for the manual

  • Page 1

    ACD 2000 AGENT GUIDE FOR THE MITEL NETWORKS ™ 5010 IP PHONE MITEL NETW ORKS MITEL NETW ORKS Integrated Communications Platform 3300[...]

  • Page 2

    DUE TO THE D Y N A M I C NATURE O F THE PRO D UCT DE S I GN, TH E I NFORMA T ION C ONTAINE D I N TH I S D OC U M ENT I S SUBJECT TO CHA N G E W I THOUT NOTICE . MITEL NET W ORKS, I TS A F FIL I ATES, AND / OR I TS SUB S I D I A R I ES ASS U M E N O RESPON S I B IL I T Y F OR ER R ORS AND O M I S S IO N S C O N T A I N E D IN T H IS I N F O R M A T [...]

  • Page 3

    3 Contents Gener a l Inf ormatio n A bout thi s Guid e 4 What is A utomati c Call Distributio n ( A CD)? 5 A b out Your MITEL Netw o r k s 501 0 IP Phon e 6 Personal Keys 6 Line Select Keys/Line Appearanc e s 6 Line Status Indic a tor s 7 Featur e Keys 7 M a in Displ a y 7 T h e SuperKey 8 Function Keys 8 Featur e Access Code s 9 Features Not Avail[...]

  • Page 4

    4 General Information About this Guide T hi s g uide describes operation of the Automatic Call Distribution (ACD) 2000 Featur e Pac k a g e o n a Mitel N e t w or k s 501 0 IP Phon e . F o r f urt her i n f o rm a tion on ACD, see ” W hat is Automatic Call Distribution“. T h e displays sho w n throughout thi s guide ar e intende d t o b e repre[...]

  • Page 5

    5 What is Automatic Call Distributi on (ACD) ? T he Automatic Call Distribution Feature Pac k a g e is o ffer e d by the Mitel Net w or k s 3300 Inte g rated Com munications Platform (I C P ) . ACD is a metho d o f s w it ching lar g e volumes o f s i m ilar calls dir ectly to a select e d g rou p o f extensions ( A g ents). Up to 35 0 suc h A g en[...]

  • Page 6

    6 About Your 5010 IP Phon e Personal Key s 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 o f your Prime Line. Other Personal Keys can be programmed by y ou as Speed Call Keys, or by y our System Administrat [...]

  • Page 7

    7 Line Status Indicators The Line Status indicators are located on the ou tside edge of each Personal Key. These LED indicators show you the sta tus of the lines w hich you have programmed on your set. When a line is... the status indicator is.. . Idle o ff Busy solid on Ringing flashing slowly On Hold at your set flashing rapidly On Hold at anothe[...]

  • Page 8

    8 The SuperKey W hen you press the SuperKey Function Key, the main display changes. In particular, prompts on the screen chan ge. Prompts appear only when they can be used and i f 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 [...]

  • Page 9

    9 Feature A ccess Codes The following telephone features can be activated o r disabled by Feature Access codes, when no Feature Key s are programmed for this purpose:  Auto Answer  Do Not Disturb  Mak e Bu sy  Headset Operation  Login  Logout Contact your System Administrator for these and other Fea ture Access codes available on [...]

  • Page 10

    10[...]

  • Page 11

    11 ACD 2000 AGENT F EAT URES AND CAPABILITIES[...]

  • Page 12

    12 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 o rganization; for example, Sales or Engineering. Callers are then directed to the Group that best serves their needs. The formation of ACD Agent Groups w ith two or more Agents in [...]

  • Page 13

    13 Using and Canceling the Wo rk Timer desc ribes the purpose of the W o rk Timer and the procedure for answering calls w ithout 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 aw ay fr om your set for brief periods of time, without the n[...]

  • Page 14

    14 Logging In Automatic Call Distr ibut ion (ACD) 2000 calls are directed to Logged In Agents only. ACD calls are not directed to a telephone where there is no A gent 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 o f is agent mobility. Since you as an Agent are [...]

  • Page 15

    15 Displaying Ag ent Lo g-In Information It is possible to display and veri fy Log-I n 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[...]

  • Page 16

    16 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 w hen logged out. Logging Out can be activated during a call in progress, and takes effect only when you terminate (hang up)[...]

  • Page 17

    17 Ans wering C alls Answering ACD calls is not unlike answering regular calls on the 5010 IP Phone. W hen the telephone rings, the indicator beside your Line Select Key flashes. To answer the call, pick up the hand set and begin speaking. A headset option can be programmed into your system, eliminating the need to pick up the handset. This is help[...]

  • Page 18

    18 Using the Auto Ans wer Feature You may prefer to answer y our calls automatically using the Auto Answer feature, for eith er handset or headset operation. Once programmed, when y ou receive a call you hear one sho rt ring before being automatically connected to the caller. Never leave your telephone unattended while the Auto Answ er feature is t[...]

  • Page 19

    19 Using a Headset Note: Yo u r syst e m a d m inistrat o r may h a ve enable d full-tim e heads e t op e ration on your telephon e . Telephones wit h full- tim e headset oper a tion enable d mu st be operate d only wit h headsets. Telephones that are not programmed for full-t i me headset operatio n will provide a H E A D SE T key t o allow yo u t[...]

  • Page 20

    20 T o r e tur n t o handset operation, perform th e f ollo w ing t as k s: 1 . W he n th e telephone is n o t i n use, l i f t th e hands e t f r o m the cradle and car e f ully tur n th e s e t upside do w n. 2 . Unplug the heads e t cor d w her e i t conn e ct s t o th e telephon e . 3 . Plug i n the han d set cor d i n the s a m e plac e . 4 . [...]

  • Page 21

    21 To return to handset operation, perform the following tasks: 1. W hen the telephone is not in use, li ft the handset from the cradle and carefully turn the set upside down. 2. Unplug the headset cord where i t connects to the telephone. 3. Set the telephone upright and return the handset to the cradle. 4. Press the Headset Feat ur e Ke y. 5. Sto[...]

  • Page 22

    22 Using and Canc eling th e W ork Timer The Work Timer provides a delay after each ACD call, before the next call is directed to you. This gives you a ce rtain amount of time to compete any w ork generated by the previous call. The Work Timer is automatic and you a re not required to perform any pr ocedures to activate it. The length of time provi[...]

  • Page 23

    23 Taking a Break from Cal ls (Make Busy Featur e) The w ay to tempo rarily re strict you r set from receiv ing ca lls i s to acti vate the Make Busy feature. The main purpose of M ake Busy is to relieve you from your Automatic Call Distr ibut ion (ACD) workload for relatively brief periods of time, thereby avoiding the need to log out and subse qu[...]

  • Page 24

    24 Queue Thresho ld Ale rt Thresholds are programmed into the ACD sy stem 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 Qu eue S tat us F eat u re K e y, i t can provide a visual indication of the current w orklo[...]

  • Page 25

    25 Displaying Queu e 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 s tates [...]

  • Page 26

    26 Personal Director y Your Extension Number: ____________________ Your A gent I.D. Number: ____________________ Your Supervisor I.D. Number: ________________ Your Group Name/Number: ___________________ Use this t able to record your fr equently used numbers. Name Number Use this table to record the feature access codes you are most likely to need [...]

  • Page 27

    27 Notes[...]