Mitel 3300 ACD Service Manual

ACD 2000 AGENT/SUPERVISOR GUIDE

M I T E L N E T W O R K SM I T E L N E T W O R K S

Integrated Communications Platform

3300

FOR THE MITEL NETWORKS™ 5020 IP PHONE

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.

Contents

General Information About this Guide 5

What is Automatic Call Distributi o n (ACD) ? 6

About Your Mitel Networks 5020 IP Phone 7

Personal Keys 7 Line Select Keys/Line Appearances 7 Line Status Indicators 8 Feature Keys 8 Main Display 8 The SuperKey and Softkeys 9 Function Keys 9 Feature Access Codes 10 Features Not Available 10

ACD 2000 Agent Features and Capabilities 11

What are Agent Groups? 12 Logging In 14 Displaying Agent Log-In Information 16 Logging Out 17 Answering Calls 18 Using the Auto Answer Feature 19 Using a Headset 20 Using and Canceling the Work Timer 23 Taking a Break from Calls (Make Busy Feature) 24 Getting Help 25 Queue Threshold Alert 27 Queue Status 28

ACD 2000 Supervisor Features and Capabilities 29

What is the Supervisory Position? 30 Queue Threshold Alert / Queue Status 31 Silent Agent and Group Monitoring 32 Conferencing 35 Responding to Help 36 System Reporting Capabilities 38

Personal Directory 40

General Information About this Guide

This guide describes operation of the Automatic Call Distribut ion 2000 Feat ure Package on a Mitel Networks 5020 IP phone. For further informat ion 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 features associated with the 5020 IP phone (som e of which will work in conjunction with ACD), refer to the set guide.

IMPORTANT NOTE FOR HEADSET USERS: Mitel Networks Headsets with Feature Control Switch (PN 9132-800-500-NA/9132-800-501-NA) must be installed in the dedicated headset jack (t he jack nearest the front of the set). Installation will disable your handset microphone. Disconnecting the headset at the jack or at the quick-disconnect plug restores handset operation.

What is Automatic Call Distribution (ACD)?

The Automatic Call Distribution (ACD) 2000 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 part icular information or service the caller is requesting.

Typical examples of ACD applications include:

 airline reservation offices  telephone order desks for department stores  customer service departments of telephone or cable T.V.

companies

When there are more incoming calls than available Agents, the calls may be routed to recordings. The recordings may advise the callers that all Agents are busy, and that an Agent will answer as soon as possible. Various recordings may be provided to inform the caller as to call progress if an Agent is not accessed immediately, or to advise the caller of information the Agent will require when connection is established.

The Mitel Networks 3300 ICP also directs calls to the Agent so that all Agents are given an equal workload. A Supervisor usually oversees the operation, monitors the activity of the Agents, and handles unusual situations which may arise.

About Your 5020 IP Phone

Personal Keys

At the bottom of your 5020 IP phone there are two rows of Personal Keys. The first Personal Key (the lower right-hand 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 as Speed Call Keys, Line Select Keys or Feature Keys.

Line Select Keys/Line Appearances

Your 5020 IP phone can accommodate up to 14 lines, including your Prime Line (your listed number). Your Prime Line always appears at the lower right-hand Personal Key. A Personal Key can be programmed as a Line Select Key. Line appearances on your set may be used as separate telephone lines or shared with other extension users. However, you cannot intrude on any conversation that they are having without their permission, and they cannot intrude on any conversation you are having without your permission.

Contact your System Administrator to have Line Select Keys programmed for your set.

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.

If a Personal Key has been programmed as a Feature Key, the status indicator for that key will turn on when the feature is activated, and turn off when the feature is disabled.

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 Administrator for quick access to an often-used feature. When that key is pressed to turn on the feature, the status indicator for that key will turn on.

Contact your System Administrator to have Feature Keys programmed for your set.

Main Display

The main display, located at the top of your 5020 IP phone, shows the SuperKey instructions and Softkey labels. The Redial number, the name of the feature currently active, messaging information, and telephone system error messages can also be shown.

When your telephone is idle, the current date and time of day are displayed continuously. But as soon as you make or receive a call, the display shows information about that call, such as which line or trunk is being used, and the duration of the call. This is useful when you are charging the cost of a call to a customer or an account number.

The SuperKey and Softkeys

Softkeys are the three keys located directly beneath the main display. You can use the Softkeys to select the related prompt in the main display. These keys are unlabeled because their functions can change as the prompts in the main display change.

The SuperKey Function Key allows you to access the many features available through the Softkeys. When you press the SuperKey the main display changes. In particular, Softkey 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 5020 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 (red key): for placing calls on hold.

3. SuperKey (blue key): for programming Personal Keys as Speed Call Keys, accessing most set features, and displaying set information.

4. Trans/Conf Key: for transferring calls and setting up conference calls.

5. Speaker Key: for answering and hanging up a call during hands free mode.

6. Microphone Key: for turning the microphone on or off (a privacy feature) during a handsfree call.

7. Redial Key: for redialling the last dialed number.

8. é

and ê Keys: for changing the volume of the handset receiver, the

volume and pitch of the ringer, and adjusting the contrast of the main display.

9. Cancel Key: for canceling call features in progress.

Feature Access Codes

Many features can be activated or disabled by Feature Access codes when no Feature Keys are programmed for this purpose.

Contact your System Administrator for these and other Feature Access codes available on your telephone system, or to have these features programmed into your set’s Softkeys. Record your Feature Access codes in the Personal Directory table at the end of this guide.

Features Not Available

There may be procedures in this guide which you cannot perform on your telephone, and your display may not appear exactly as in the illustrations in this guide. You may have additional functionality not described in this guide, or some features described here may not be available to you. The reason for this is that your company has specially selected your features and calling privileges. See your System Administrator if you have any questions.

ACD 2000 AGENT

FEATURES AND CAPABILITIES

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 one Agent ID per group, and can only log in one Agent ID per telephone.

Agent Groups are assigned a unique 3-digit reporting number as well as an Agent Group directory number. You will use both of these numbers as discussed throughou t th is guide.

Agent Groups can be programmed to overflow between each other. This means that if activated, calls that are directed to one Agent Group can be programmed to overflow to other Agent Groups if the first Group was unavailable due to being in an overload condition. This overflow capability allows ACD calls to be handled, even though an Agent Group has been set in a Do Not Disturb mode.

You can have your set programmed to receive additional information concerning Group activity. This information is called Queue Threshold Alert and Queue Status.

The following Agent functionality is described in this section: Logging In describes the procedure for logging in to a telephone programmed

for Automatic Call Distribution (ACD). Displaying Agent Log-In Information describes the procedure for displaying

your Agent I.D. number for verification after logging in. Logging Out describes the procedure for logging out from a telephone

programmed fo r AC D .

Answering Calls describes the procedure for answering ACD calls. Using the Auto Answer Feature describes the feature which allows you to

answer calls automatically after one short ring. Using a Headset describes the procedure for installing and programming a

headset for hands-free call answering. 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.

Getting Help describes the procedure for requesting assistance from your Supervisor during a call. The procedure for terminating a Help request is also described.

Queue Threshold Alert / Queue Status describes alert indicators and means of accessing queue information for regarding the status of the ACD Group (Queue) into which you have logged.

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