Mitel Sx-2000 Light For The Superset 4150 Guide

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ACD 2000 AGENT FEATURES
AND
CAPABILITIES 
						

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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 call Groups with two or more
Agents in each Group then allows calls to be handled on a Group basis rather
than on an individual basis. Agents can belong to more than one Group,
however, they are allowed to log in to only one Agent Group at a time.
Agent Groups are assigned a unique 3-digit Identification (I.D.) number as well
as an Agent Group directory number. You will use both of these numbers as
discussed throughout this 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 set
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 set
programmed for ACD.
Answ ering 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. 
						

							13 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.
Canceling Help describes the procedure for terminating a Help request.
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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Logging In
Automatic Call Distribution (ACD) calls are directed to Logged In Agents only.
ACD calls are not directed to a telephone set where there is no Agent Logged In.
You can log in by following the procedure described below.
An important concept in the ACD 2000 system for you to be aware of is Agent
mobility. Since you as an Agent are assigned an Identification (I.D.) number to
log in with, you can be called by this I.D. number, as well as by the telephone set
extension number from where you are working. This means that you can be
called by your I.D. number regardless of where you may be located. For this
reason it is also a good idea for your Agent I.D. number to be included in your
company’s telephone directory.
You can log in to only one Group at any one time. Check with your manager if
you do not know the ACD Log-In access code or if you do not have an I.D.
number. The Agent I.D. number is unique to each Agent, and allows the system
to distribute ACD calls to Logged In Agents. An Agent can stay logged in
indefinitely on the same telephone set. You can also log in by using a special
Feature Access code not explained in this guide.
After you have logged in, you can display your Log-In information. Refer to
”Displaying Agent Log-In Information“ for further details.
When You are Ready to Log In
To log in, perform the following tasks:
1. From the Idle display, press the ACD Softkey.
2. Press the Agent Log In Softkey.
3. Enter your Agent Identification (I.D.) code on the keypad. Use the 

Softkey to correct any digits you entered incorrectly.
NOTE: The 
 and the Enter Softkeys will appear when you start typing the
Agent I.D.code.
4. Press the Enter Softkey. You are now logged in. The display shows
the name programmed against the Agent I.D. in the telephone
directory. Ensure that the correct Agent I.D. was entered.
After 3 seconds, the display returns to Idle (time and date is displayed)
with any programmed Softkey features appearing on the display. 
						

							15 If the I.D. is in use by another Agent, then the display shows a BEING
USED BY error message for 5 seconds and your Log-In attempt is
terminated.
If the I.D. contains invalid digits (* or #), the display shows an INVALID
NUMBER error message for 5 seconds and your Log-In is terminated.
The Backup Softkey terminates the Log-In procedure without logging you
in.
NOTE: If an Agent Log-In code is dialed, but no I.D. is entered within 20 seconds,
the Log-In procedure is not activated and the set is treated as a Logged
Out set. 
						

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Displaying Agent Log-In Information
It is possible to display and verify Log-In information when you are logged into a
set. The information displayed is the Agent I.D. number logged in to that set. This
is accomplished by performing the following tasks:
1. Press the Superkey.
2. Press the More... Softkey until Display Keys appears on the display.
3. Press the Display Keys Softkey.
4. The Agent Identification (I.D.) number currently logged in is displayed
for one minute.
5. If you now select the Prime Line key, the set displays the Prime Line
Extension programmed against your set and the Agent I.D. currently
logged in to the set.
6. To exit, press the SuperKey Function key. 
						

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Logging Out
Logging out returns the set to Logged Out state and it no longer receives
Automatic Call Distribution (ACD) calls, since ACD calls are directed to Logged
In telephone sets only. Your set operates normally for non-ACD use when logged
out.
Logging Out can be activated during a call in progress, and takes effect only
when you terminate (hang up) the call. This allows you to activate this feature
before your set can ring again for another call.
When You Are Ready to Log Out
To Log Out, perform the following tasks:
1. From the logged in Idle display, press the ACD Softkey.
2. Press the Log Out Softkey. You are now logged out. After a few
seconds, LOGGED OUT appears on the display. 
						

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Answering Calls
Answering Automatic Call Distribution (ACD) calls is not unlike answering regular
calls on a SUPERSET 4150 set. When the telephone rings, the indicator beside
your Line Select Key flashes.
To answer the call, pick up the handset and begin speaking.
A headset option can be programmed into your system, eliminating the need to
pick up the handset. This is helpful in high call traffic situations normally
encountered in an ACD environment. To use a headset, refer to ”Using A
Headset“. You should also refer to ”Using the Auto Answer Feature“ for high
telephone traffic situations. 
						

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Using the Auto Answer Feature
You may prefer to answer your calls automatically using the Auto Answer
feature, for either handset or headset operation. Once programmed, when you
receive a call you hear one short ring before being automatically connected to
the caller.
Never leave your telephone unattended while the Auto Answer feature is turned
on.
How to Activate Auto Answer
To activate the Auto Answer feature:
•Press the Auto Answ er Feature Key. The indicator beside the light
turns on.
How to Deactivate Auto Answer
To deactivate Auto Answer:
•Press the Auto Answ er Feature Key. The indicator beside the light
turns off. 
						

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Using a Headset
Note: Your system administrator may have enabled full-time headset operation
on your telephone. Telephones with full-time headset operation enabled must be
operated only with headsets.
Telephones that are not programmed for full-time headset operation will provide
a HEADSET key to allow you to switch between handset and amplified headset
(no feature control switch) operation.
Switching between handset and headset mode when using a Headset with
Feature Control Switch can be accomplished by connecting or disconnecting the
headset at the quick-disconnect plug on the headset cord, but you should also
disable headset operation if the handset will be used for an extended period of
time.
A headset can be used either in regular answer mode or with the Auto Answer
feature programmed.
Most headsets are installed using the same jack that the handset plugs into.
MITEL’s Headset with Feature Control Switch (PN 9132-800-500-NA) plugs into
the dedicated headset jack (the jack nearest the front of the set).
To Install a Headset (no Feature Control Switch)
To install the headset for your use, perform the following tasks:
1. When the telephone is not in use, lift the handset from the cradle and
carefully turn the set upside down.
2. Unplug the handset cord where it connects to the telephone.
3. Plug in the headset cord in the same place.
4. Set the telephone upright and return the handset to the cradle.
5. Press the Headset Feature Key.
6. Store your handset in a safe place.