Mitel ACD 2000 Bedienungsanleitung

ACD 2000 AGENT GUIDEFOR THE MITEL NETWORKS™ 5010 IP PHONEM I T E L N E T W O R K SM I T E L N E T W O R K SIntegrated Communications Platform3300

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11ACD 2000 AGENT FEATURESAND CAPABILITIES

12What are Agent Groups?ACD Agents are normally grouped together to handle incoming telephone callsthat are associated with particular functions or de

13Using and Canceling the Work Timer describes the purpose of the Work Timerand the procedure for answering calls without waiting for the Timer to exp

14Logging InAutomatic Call Distribution (ACD) 2000 calls are directed to Logged In Agentsonly. ACD calls are not directed to a telephone where there i

15Displaying Agent Log-In InformationIt is possible to display and verify Log-In information when you are logged in to aset. The information displayed

16Logging OutLogging out returns the set to Make Busy and it no longer receives AutomaticCall Distribution (ACD) calls, since ACD calls are directed t

17Answering CallsAnswering ACD calls is not unlike answering regular calls on the 5010 IP Phone.When the telephone rings, the indicator beside your Li

18Using the Auto Answer FeatureYou may prefer to answer your calls automatically using the Auto Answerfeature, for either handset or headset operation

19Using a HeadsetNote: Your system administrator may have enabled full-time headset operationon your telephone. Telephones with full-time headset oper

DUE TO THE DYNAMIC NATURE OF THE PRODUCT DESIGN, THE INFORMATION CONTAINED INTHIS DOCUMENT IS SUBJECT TO CHANGE WITHOUT NOTICE. MITEL NETWORKS, ITSAFF

20To return to handset operation, perform the following tasks:1.When the telephone is not in use, lift the handset from the cradle andcarefully turn t

21To return to handset operation, perform the following tasks:1. When the telephone is not in use, lift the handset from the cradle andcarefully turn

22Using and Canceling the Work TimerThe Work Timer provides a delay after each ACD call, before the next call isdirected to you. This gives you a cert

23Taking a Break from Calls(Make Busy Feature)The way to temporarily restrict your set from receiving calls is to activate theMake Busy feature. The m

24Queue Threshold AlertThresholds are programmed into the ACD system to provide a basis for alertingAgents and Supervisors that calls have waited long

25Displaying Queue StatusAgents may access the following queue-status information about their Group: the number of active Agents in the Group the nu

26Personal DirectoryYour Extension Number: ____________________Your Agent I.D. Number: ____________________Your Supervisor I.D. Number: ______________

27Notes

3ContentsGeneral Information About this Guide 4What is Automatic Call Distribution (ACD)? 5About Your MITEL Networks 5010 IP Phone 6Personal Keys 6Lin

4General Information About this GuideThis guide describes operation of the Automatic Call Distribution (ACD) 2000Feature Package on a Mitel Networks 5

5What is Automatic Call Distribution (ACD)?The Automatic Call Distribution Feature Package is offered by theMitel Networks 3300 Integrated Communicati

6About Your 5010 IP PhonePersonal KeysAt the bottom of your 5010 IP Phone is a row of Personal Keys. The bottomPersonal Key is your Prime Line, the te

7Line Status IndicatorsThe Line Status indicators are located on the outside edge of each Personal Key.These LED indicators show you the status of the

8The SuperKeyWhen you press the SuperKey Function Key, the main display changes. Inparticular, prompts on the screen change. Prompts appear only when

9Feature Access CodesThe following telephone features can be activated or disabled by Feature Accesscodes, when no Feature Keys are programmed for thi