Mitel Sx-2000 Light Guide

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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 Agent ID per group, and can only log in one Agent ID per telephone.
Agent Groups are assigned a unique 3-digit reporting 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. 
						

							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 conditions under which an alert would
occur and describes how you will be notified when there is a backlog of long-
waiting calls.
Displaying Queue Status describes the procedure for displaying the current
workload conditions of your ACD Group (Queue). 
						

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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 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 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 an alternative Feature
Access code not explained in this guide.
NOTE: If the I.D. is in use by another Agent, or the I.D. is invalid, the Log-In
procedure is terminated.
If an Agent Log-In code is dialed, but no I.D. is entered within 60 seconds,
the Log-In procedure is not activated and your set is treated as a Logged
Out set.
After you have logged in, you can display your Log-In information. Refer to the
section ”Displaying Agent Log-In Information“ for further details.
When You Are Ready to Log In
To log in, perform the following tasks:
1. Press the Agent Log-in Feature Key
or
enter the Agent Log-In feature access code.
2. Enter your Agent I.D. code on the keypad.
3. Press #. Your set briefly displays LOGIN. 
						

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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
Select Key for similar information if the set has more than one line
appearance.
If you press your Prime Line Key, your display shows your Agent I.D.
number and your name (if programmed).
5. To exit, press the SuperKey Function Key. 
						

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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 following tasks:
1. Press the Agent Log-out Feature Key
or
enter the Agent Log-out feature access code.
2. Press the Cancel Function Key. 
						

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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 ”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.
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 Deactivate Auto Answer
To deactivate the Auto Answer feature:
1. Press the Auto Answ er Feature Key. The indicator beside the Auto
Answer key 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 press the Headset Feature Key.
5. Store your handset in a safe place. 
						

							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 Auto Answer is disabled):
•Press the flashing Line Select key.
To hang up:
•Press the Cancel Function Key.
To Install a Headset with Feature Control Switch
IMPORTANT NOTE: 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.
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. Plug the headset cord into the headset jack (the jack nearest the front
of the set).
3.  Set the telephone upright and return the handset to the cradle.
4. Press the Headset Feature Key.