MITEL NETWORKS 3300 Integrated Communications Platform ACD 2000 AGENT GUIDE FOR THE MITEL NETWORKS™ 5010 IP PHONE
DUE TO THE DYNAMIC NATURE OF THE PRODUCT DESIGN, THE INFORMATION CONTAINED IN THIS DOCUMENT IS SUBJECT TO CHANGE WITHOUT NOTICE. MITEL NETWORKS, 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. All rights reserved.
Contents General Information About this Guide 4 What is Automatic Call Distribution (ACD)? 5 About Your MITEL Networks 5010 IP Phone 6 Personal Keys Line Select Keys/Line Appearances Line Status Indicators Feature Keys Main Display The SuperKey Function Keys Feature Access Codes Features Not Available 6 6 7 7 7 8 8 9 9 ACD Agent Features and Capabilities 11 What are Agent Groups? Logging In Displaying Agent Log-In Information Logging Out Answering Calls Using the Auto Answer Feature Using a Heads
General Information About this Guide This guide describes operation of the Automatic Call Distribution (ACD) 2000 Feature Package on a Mitel Networks 5010 IP Phone. 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.
What is Automatic Call Distribution (ACD)? The Automatic Call Distribution Feature Package is offered by the Mitel Networks 3300 Integrated Communications Platform (ICP). 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.
About Your 5010 IP Phone Personal Keys At the bottom of your 5010 IP Phone 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 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...
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 5010 IP Phone features are accessed by using the Function Keys on your telephone. 1. Message Key: for sending and responding to messages. 2.
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.
ACD 2000 AGENT FEATURES AND CAPABILITIES 11
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.
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).
Logging In Automatic Call Distribution (ACD) 2000 calls are directed to Logged In Agents only. ACD calls are not directed to a telephone 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.
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.
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 telephones 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.
Answering Calls Answering ACD calls is not unlike answering regular calls on the 5010 IP Phone. 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“.
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 Answer Feature Key. The indicator beside the Auto Answer key turns on.
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.
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.
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. Set the telephone upright and return the handset to the cradle. 4. Press the Headset Feature Key. 5. Store your headset in a safe place.
Using and Canceling the Work Timer The Work Timer provides a delay after each ACD call, before the next call is directed to you. This gives you a certain amount of time to compete any work generated by the previous call. The Work Timer is automatic and you are not required to perform any procedures to activate it. The length of time provided by the timer varies from 0 to 600 seconds, and is programmed only by the System Administrator. Work Timers apply to ACD Agents and ACD calls only.
Taking a Break from Calls (Make Busy Feature) The way to temporarily restrict your set from receiving calls is to activate the Make Busy feature. The main purpose of Make Busy is to relieve you from your Automatic Call Distribution (ACD) workload for relatively brief periods of time, thereby avoiding the need to log out and subsequently log in again. Make Busy ensures that an ACD set does not receive calls when you are unavailable.
Queue Threshold Alert Thresholds are programmed into the ACD system to provide a basis for alerting Agents and Supervisors that calls have waited longer than acceptable limits (thresholds) to be answered. If your set is programmed with a Generic Group Queue Status Feature Key, it can provide a visual indication of the current workload conditions of the Automatic Call Distribution (ACD) Group into which you are logged. Your set may also be programmed to provide an audible alert that Queue Status has changed.
Displaying Queue Status Agents may access the following queue-status information about their Group: · the number of active Agents in the Group · the number of calls waiting for the Group (queue) · the length of time that the longest call has been waiting for the Group. NOTE: Agents in the Logged Out, Do Not Disturb, or Make Busy states are not considered active Agents for the purpose of Queue Status.
Personal Directory Your Extension Number: ____________________ Your Agent I.D. Number: ____________________ Your Supervisor I.D. Number: ________________ Your Group Name/Number: ___________________ Use this table to record your frequently used numbers. Name Number Use this table to record the feature access codes you are most likely to need on your telephone.
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