Mitel Sx-2000 Light For The Superset 4150 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 call Groups with two or more
Agents in each Group then allows calls to be handled on a Group basis rather
than on an individual basis. Agents can belong to more than one Group,
however, they are...

13 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.
Getting Help describes the procedure for requesting assistance from your
Supervisor during a call.
Canceling Help describes the procedure for terminating a Help request.
Queue Threshold Alert / Queue Status describes alert indicators and means of
accessing queue information...

14
Logging In
Automatic Call Distribution (ACD) 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 an 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 from where you are...

15 If the I.D. is in use by another Agent, then the display shows a BEING
USED BY error message for 5 seconds and your Log-In attempt is
terminated.
If the I.D. contains invalid digits (* or #), the display shows an INVALID
NUMBER error message for 5 seconds and your Log-In is terminated.
The Backup Softkey terminates the Log-In procedure without logging you
in.
NOTE: If an Agent Log-In code is dialed, but no I.D. is entered within 20 seconds,
the Log-In procedure is not activated and the set is treated...

16
Displaying Agent Log-In Information
It is possible to display and verify Log-In information when you are logged into a
set. The information displayed is the Agent I.D. number logged in to that set. This
is accomplished by performing the following tasks:
1. Press the Superkey.
2. Press the More... Softkey until Display Keys appears on the display.
3. Press the Display Keys Softkey.
4. The Agent Identification (I.D.) number currently logged in is displayed
for one minute.
5. If you now select the Prime...

17
Logging Out
Logging out returns the set to Logged Out state 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...

18
Answering Calls
Answering Automatic Call Distribution (ACD) calls is not unlike answering regular
calls on a SUPERSET 4150 set. 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...

19
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.
How to Activate Auto Answer
To activate the Auto Answer feature:
•Press the Auto Answ er Feature Key. The indicator beside the light
turns on.
How to...

20
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...