Mitel ACD 2000 User's Manual
Contents
1. 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 13 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 number as well as by the telephone extension number where you are working This means that you can be called by your 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 an2. Queue Status Agents may access the following queue status information about their Group e the number of active Agents in the Group e the number of calls waiting for the Group queue e 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 When You Need To Know Your Group s Queue Status e f your set is programmed with a Generic Group Queue Status Feature Key press the key 25 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 Feaue AccessCode MmoAmwer LLL Make Busy Make Busy 26 Notes 27
3. 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 15 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 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 16 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 H
4. Cancel Function Key Or Quickly press and release the Feature Control Switch 21 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 Other calls to and from your set do not activate a Work Timer If the Make Busy or Do Not Disturb features are activated at your telephone the Timer is cancelled for that call Once you terminate an ACD call WORK TIMER appears on the display for the duration of the Work Timer period as shown below When the Work Timer expires WORK TIMER disappears from the display and you are ready to take another call You have the option of canceling the Work Timer and accepting another call before the Timer expires Cancellation of the Timer affects only the next ACD call To cancel the Work Timer press the Cancel Function Key Your set displays the normal screen and is now available for the next ACD call 22 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
5. MITEL NETWORKS 3 3 00 Integrated Communications Platform ACD 2000 AGENT GUIDE FOR THE MITEL NETWORKS 5010 IP PHONE QA MITEL it s about YOU 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 What is Automatic Call Distribution ACD About Your MITEL Networks 5010 IP Phone Personal Keys Line Select Keys Line Appearances Line Status Indicators Feature Keys Main Display The SuperKey Function Keys Feature Access Codes Features Not Available ACD Agent Features and Capabilities What are Agent Groups Logging In Displaying Agent Log In Information Logging Out Answering Calls Using the Auto Answer Feature Using a Headset Using and Canceling the Work Timer Taking a Break from Calls Make Busy Feature Queue Threshold Alert Displaying Queue Status Personal Directory O O OAOAN NN DD OD 11 12 14 15 16 17 18 19 22 23 24 25 26 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 informa
6. 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 Make Busy applies to only ACD sets and to only those stations that have logged in as ACD Agents Any set not logged in for ACD calls remains in the Make Busy state until an Agent Log In is performed Your 5010 IP Phone operates as a normal telephone except for ACD use during the Make Busy state You can activate this feature between calls or during a call in progress The Make Busy state commences upon completion of that call This allows you to activate this feature before your set can ring again for another call How to Activate Make Busy To activate the Make Busy feature e Press the Make Busy Feature Key Your set displays MAKE BUSY until it is deactivated How to Remove Make Busy To deactivate the Make Busy feature e Press the Make Busy Feature Key Make Busy is removed from your set and the display returns to idle 23 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 conditio
7. eadset You should also refer to Using the Auto Answer Feature for high telephone traffic situations 17 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 To Deactivate Auto Answer To deactivate the Auto Answer feature 1 Press the Auto Answer Feature Key The indicator beside the Auto Answer key turns off 18 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 fo 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
8. er service departments of telephone or cable T V companies When there are more incoming calls than available Agents the calls may be routed to recordings The recordings may advise the callers that all Agents are busy and that an Agent will answer as soon as possible Various recordings may be provided to inform the caller as to call progress if an Agent is not accessed immediately or to advise the caller of information the Agent will require when connection is established The 3300 ICP also directs calls to the Agent so that all Agents are given an equal workload A Supervisor usually oversees the operation monitors the activity of the Agents and handles unusual situations which may arise About Your 5010 IP Phone DISPLAY d8 25 24 JUN 81 FIXED FUNCTION en ie KEYS Message i SS A JN MESSAGE INDICATOR jj gom UP ARROW Lean DOWN ARROW KEYS ERE 4d ERECTO D PERSONAL KEYS LL0016 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 Select Keys Line Appearances Your 5010 IP Phone can accommodate up to seven lines includ
9. 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 Networks Headsets with Feature Control Switch PN 9132 800 500 NA 9132 800 501 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 19 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 Plug in the handset cord in the same place Set the telephone upright and return the handset to the cradle Press the Headset Feature Key Gu dp Ps coe 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 e Press the flashing Line Select key To hang up e Press the Cancel Function Key To In
10. ing your Prime Line your listed number Your Prime Line always appears at bottom Personal Key Other Personal Keys can be programmed as Line Select Keys Line appearances on your set may be used as separate telephone lines or shared with other extension users However you cannot intrude on any conversation that they are having without their permission and they cannot intrude on any conversation you are having without your permission Contact your System Administrator to have Line Select Keys programmed for your set 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 Administrator for quick access to an often used feature When that key is pressed to turn on the feature the status indicator for that key will turn on Main Display The main display located at the top of your 5010 IP Phone shows the SuperKey instructions The Redial number the name of the feature currently active messaging information and telephone system error messages can also be shown When your telephone
11. is idle the current date and time of day are displayed continuously But as soon as you make or receive a call the display shows information about that call such as which line or trunk is being used and the duration of the call This is useful when you are charging the cost of a call to a customer or an account number 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 2 Message Key for sending and responding to messages Hold Key red key for placing calls on hold SuperKey blue key for programming Personal Keys as Speed Call Keys accessing most set features and displaying set information Trans Conf Key for transferring calls and setting up conference calls Redial Key for redialling the last dialed number and VV Keys for changing the volume of the handset receiver the volume and pitch of the ringer and adjusting the contrast of the main display Cancel Key for canceling call features in progress Feature Access Codes The following telephone features can be activated or disabled by Feature Access codes when no Feature Key
12. ns 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 NOTE Agents in the Logged Out Do Not Disturb or Make Busy states are not considered active Agents for the purpose of Queue Threshold Alert Visual Indications If your set is programmed to provide a visual alert the indicator beside the Queue Status Feature Key indicates the three levels of alert as follows e asolid indicator beside the Line Select Key on your set indicates that the workload is below the first threshold limit programmed e aslowly flashing indicator indicates that the workload is above the first but below the second threshold limit programmed e aquickly flashing indicator indicates that the workload is above the second threshold limit programmed Audible Indications For sets programmed for audible indications the system provides the following different ringing patterns depending on the threshold alert status e asingle ring occurs when the longest waiting caller exceeds the programmed first threshold time interval e a double ring occurs when the longest waiting caller exceeds the programmed second threshold time interval e a single or double ring occurs when a previous threshold time interval is reverted to i e when the longest waiting call is answered and the next longest waiting caller is in a different threshold level 24 Displaying
13. 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 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 programmed for ACD Answering 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 12 Using and Canceling the Work Timer describes the purpose of the Work Timer
14. s 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 guide Features Not Available There may be procedures in this guide which you cannot perform on your telephone and your display may not appear exactly as in the illustrations in this guide You may also have additional functionality not described in this guide The reason for this is that your company has specially selected your features and calling privileges See your System Administrator if you have any questions 10 ACD 2000 AGENT FEATURES AND CAPABILITIES 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
15. stall a Headset with Feature Control Switch IMPORTANT NOTE Mitel Networks Headsets with Feature Control Switch PN 9132 800 500 NA 9132 800 501 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 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 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 Handling Calls with a Headset with Feature Control Switch To answer a call when Auto Answer is disabled e Press the flashing Line Select key Or Quickly press and release the Feature Control Switch To mute the headset microphone e Press and hold the Feature Control Switch To hang up e Press the
16. tion 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 associated with a Mitel Networks 5010 IP Phone some of which will work in conjunction with ACD refer to the set guide IMPORTANT NOTE FOR HEADSET USERS Mitel Networks Headsets with Feature Control Switch PN 9132 800 500 NA 9132 800 501 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 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 The calls are all of a similar nature and the Agents are trained equipped to provide the particular information or service the caller is requesting Typical examples of ACD applications include e airline reservation offices e telephone order desks for department stores e custom
17. y 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 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 14 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
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