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Mitel ACD 2000 User Manual Page 29
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ACD TELEMARKETER 2000
SUPERVISOR FEATURES
AND CAPABILITIES
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Supervisor Guide
1
Contents
3
Personal Keys
7
Line Select Keys
7
What Are Line Appearances?
7
Line Status Indicators
8
Feature Keys
8
Main Display
8
The SuperKey and Softkeys
9
Function Keys
9
Feature Access Codes
9
Features Not Available
10
ACD 2000 AGENT FEATURES
11
CAPABILITIES
11
What are Agent Groups?
12
Logging In
14
Logging Out
17
Answering Calls
18
Using the Auto Answer Feature
19
Using a Headset
20
Taking a Break from Calls
24
(Make Busy Feature)
24
Getting Help
25
Canceling Help
26
Queue Threshold Alert
27
Queue Status
28
ACD TELEMARKETER 2000
29
SUPERVISOR FEATURES
29
AND CAPABILITIES
29
Benefits of Silent Monitoring
32
Conferencing
35
Responding to Help
36
System Reporting Capabilities
38
Personal Directory
40
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