Mitel ACD 2000 User Manual download pdf (Page 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

extension number from 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 if you 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 a special

Feature Access code not explained in this guide.

After you have logged in, you can display your Log-In information. Refer to

”Displaying Agent Log-In Information“ for further details.

When You are Ready to Log In

To log in, perform the following tasks:

1. From the Idle display, press the ACD Softkey.

2. Press the Agent Log In Softkey.

3. Enter your Agent Identification (I.D.) code on the keypad. Use the Ì

Softkey to correct any digits you entered incorrectly.

NOTE: The Ì and the Enter Softkeys will appear when you start typing the

Agent I.D.code.

4. Press the Enter Softkey. You are now logged in. The display shows

the name programmed against the Agent I.D. in the telephone

directory. Ensure that the correct Agent I.D. was entered.

After 3 seconds, the display returns to Idle (time and date is displayed)

with any programmed Softkey features appearing on the display.

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Mitel ACD 2000 User Manual Page 14