Mitel Sx-2000 Light Guide

11
ACD 2000 AGENT FEATURES
AND CAPABILITIES 

12
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 Agent Groups with two or more
Agents in each Group allows calls to be handled on a Group basis rather than on
an individual basis. An Agent can have multiple Agent ID’s, but Agents can only
have one...

13 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.
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.
Queue Threshold Alert is a method of alerting you as to the status of your ACD
Group (Queue). This section describes the...

14
Logging In
Automatic Call Distribution (ACD) 2000 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 a 1- to 7-digit 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...

15
Displaying Agent Log-In Information
It is possible to display and verify Log-In information when you are logged in to a
set. The information displayed is the Agent I.D. number logged in to that set. This
is accomplished by the following tasks:
1. Press the SuperKey Function Key,
2. Press # until PERSONAL KEYS appears on the display.
3. Press * and the Agent Identification (I.D.) number currently logged in
will be displayed for 3 seconds.
4. The prompt SELECT A KEY appears. You may select another Line...

16
Logging Out
Logging out returns the set to Make Busy 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...

17
Answering Calls
Answering ACD calls is not unlike answering regular calls on the SUPERSET
4015 telephone. 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...

18
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.
To Activate Auto Answer
To activate the Auto Answer feature:
1. Press the Auto Answ er Feature Key. The indicator beside the Auto
Answer key turns on.
To...

19
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...

20 To return to handset operation, 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 headset cord where it connects to the telephone.
3. Plug in the handset 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 headset in a safe place.
Handling Calls with a Headset (no Feature Control Switch):
To answer a call (when...