Mitel SX-2000 Light User manual

ACD 2000 Agent Guide
for the Superset™ 4015

DUE TO THE DYNAMIC NATURE OF THE PRODUCT DESIGN, THE INFORMATION CONTAINED IN
THIS DOCUMENT IS SUBJECT TO CHANGE WITHOUT NOTICE. MITEL CORPORATION, ITS
AFFILIATES, AND/OR ITS SUBSIDIARIES ASSUME NO RESPONSIBILITY FOR ERRORS AND
OMISSIONS CONTAINED IN THIS INFORMATION.
™ Trademark of Mitel Networks Corporation.
© Copyright 2001, Mitel Networks Corporation.
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Contents
General Information About this Guide 4
What is Automatic Call Distribution (ACD)? 5
About Your SUPERSET 4015 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 2000 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

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General Information About this Guide
This guide describes operation of the Automatic Call Distribution (ACD) 2000
Feature Package on a SUPERSET 4015 telephone set. 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 SUPERSET 4015 set (some of
which will work in conjunction with ACD), refer to the set guide.
IMPORTANT NOTE FOR HEADSET USERS: MITEL’s Headset with Feature
Control Switch (PN 9132-800-500-NA) must be installed in the dedicated
headset jack (the 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.

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What is Automatic Call Distribution (ACD)?
The Automatic Call Distribution (ACD) 2000 Feature Package is offered by the
SX-2000 INTEGRATED COMMUNICATIONS System. 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 particular 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 SX-2000 system 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.

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About Your SUPERSET 4015 Telephone
Personal Keys
At the bottom of your SUPERSET 4015 telephone 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 SUPERSET 4015 telephone 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 SUPERSET 4015, 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
SUPERSET 4015 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. Î and ÏKeys: 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 set, 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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