Mitel Symbol User's Guide download pdf (Page 21)

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ACD AGENT FEATURES

ACD (Automatic Call Distribution) is a method of routing large volumes of calls directly to a

selected group of extensions (Agents). If your phone has been designated an ACD Agent,

then the features described in this section are available to you.

ACD Agent Log in / Log out

ACD calls are directed to logged in Agents only. As an Agent, you are assigned a 1- to 7-

digit identification number to log in with.

To log in or out:

1. Press FCT.

2. Use the scroll keys (*<, >#) or the Vol buttons to select AgntLogInOut.

3. Press SND.

4. At the prompt, enter your Agent ID number.

5. Press SND.

The phone displays the letter "A" when you are logged in.

ACD Agent Make Busy

If you need extra time to handle paperwork between calls, or if you must leave your phone

unattended for a short period, you can place your phone in busy state. When your phone is in

busy state, ACD calls are not directed to your set.

To place your phone in or take it out of busy state (the phone must be idle and logged in as

an Agent):

1. Press FCT.

2. Use the scroll keys (*<, >#) or the Vol buttons to select Make Busy.

3. Press SND to display the current Make Busy status.

4. Press SND to change the status.

ACD Agent Work Timer

After ending an ACD call, you_ll be allowed a certain amount of time to complete the work

generated by the call before another ACD call is directed to your phone.

WORK TIME appears in the display while the timer is counting down. You have the option

of canceling the timer and accepting another call before the timer expires.

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Mitel Symbol User's Guide Page 21