Mitel ACD 2000 User Manual

ACD 2000 AGENT 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™ 5010 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 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 Feature 18 Using a Headset 19 Using and Canceling the Work Timer 22 Taking a Break from Calls (Make Busy Feature) 23 Queue Threshold Alert 24 Displaying Queue Status 25

Personal Directory 26

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 features associated with a Mitel Networ ks 5010 IP Phone (some of which will work in conjunction with ACD), r efer 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 mi crophone. 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 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 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 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 listed number). Your Prime Line always appears at bottom Personal Key. Other Personal Keys can be programmed as Line Select Keys. 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.

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.

Main Display

The main display, located at the top of your 5010 IP Phone shows the SuperKey instructions. 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

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

6. 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.

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

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 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 also have additional functionality not described in this guide. 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.

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