Mitel ACD 2000 User manual

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.
© Copyright 2001, Mitel Networks Corporation.
All rights reserved.

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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

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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.

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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
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.

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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 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.

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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
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.

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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 (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.

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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 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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