Mitel ACD 2000 Manuale utente

ACD 2000 AGENT GUIDE

FOR THE MITEL NETWORKS™ 5010 IP PHONE

MITEL NETWORKSMITEL NETWORKS

Integrated

Communications Platform

3300

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 RESPONSIBILITYFOR ERRORS AND

OMISSIONS CONTAINEDIN THIS INFORMATION.

™ Trademark of Mitel Networks Corporation.

Contents

General Information About thisGuide4

What is Automatic Call Distribution (ACD)? 5

About Your MITEL Networks5010 IP Phone6

Personal Keys 6

Line Select Keys/Line Appearances6

Line Status Indicators 7

FeatureKeys 7

Main Display7

TheSuperKey 8

Function Keys 8

FeatureAccess Codes 9

Features Not Available 9

ACD Agent Features andCapabilities11

What are Agent Groups? 12

Logging In 14

Displaying Agent Log-In Information 15

Logging Out 16

Answering Calls 17

Using the Auto Answer Feature18

Using aHeadset 19

Using andCanceling the Work Timer 22

Taking aBreak from Calls (MakeBusy Feature) 23

Queue Threshold Alert 24

Displaying Queue Status 25

Personal Directory26

General Information About this Guide

This guide describes operation of the Automatic Call Distribution (ACD) 2000

FeaturePackage ona Mitel Networks 5010 IP Phone. Forfurther information

on ACD, see ”What is Automatic Call Distribution“.

Thedisplays shown throughout this guide areintendedtobe representative only.

Certain displays on thesets may differfrom thoseshown, usually based on what

features or Class Of Service has beenprogrammed into individual sets.

For operation of other features associated with aMitel Networks 5010 IP Phone

(some 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 (PN9132-800-500-NA/9132-800-501-NA) must be

installedinthededicated headset jack (thejack nearestthefront ofthe

set). Installation will disableyour handset microphone. Disconnecting the

headset atthe jack or at the quick-disconnect plugrestoreshandset

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

methodof switching largevolumes of similar calls directly to aselectedgroupof

extensions (Agents). Up to 350suchAgents canbe supported. All calls are

distributedequally among theAgents. The calls are all of asimilar nature, and

the Agents are trained/equippedtoprovide theparticular 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 telephoneor cable T.V.

companies

Whentherearemore incoming calls than available Agents, thecalls may be

routedtorecordings. The recordings may advise thecallers that all Agents are

busy, and that an Agent will answer as soonas possible. Various recordingsmay

be provided toinform the caller as tocall progress if anAgent is not accessed

immediately, or to advise the caller of information the Agent will require when

connection is established.

The3300 ICP also directs calls tothe Agent sothat all Agents are given an equal

workload. ASupervisor usually oversees theoperation, monitors theactivity 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 êKeys: 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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