Mitel Sx-2000 Light Guide

ACD 2000 Agent Guide 

DUE TO THE DYNAMIC NATURE OF THE PRODUCT DESIGN, THE INFORMATION CONTAINED IN
THIS DOCUMENT IS SUBJECT TO CHANGE W ITHOUT NOTICE. MITEL CORPORATION, ITS
AFFILIATES, AND/OR ITS SUBSIDIARIES ASSUME NO RESPONSIBILITY FOR ERRORS AND
OMISSIONS CONTAINED IN THIS INFORMATION.
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© 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...

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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...

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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...

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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...

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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...

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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):...

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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...

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