Mitel ACD 2000 User Manual download pdf (Page 12)

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).

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 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.

As an Agent, you can belong to multiple groups. When you log in using your

Agent I.D., you are automatically logged in to all groups in which you are a

member. 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.

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Mitel ACD 2000 User Manual Page 12