Manuel d'utilisation / d'entretien du produit ACD 2000 du fabricant Mitel
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ACD 2000 AGENT GUIDE FOR THE MITEL NETWORKS ™ 5010 IP PHONE MITEL NETW ORKS MITEL NETW ORKS Integrated Communications Platform 3300.
DUE TO THE D Y N A M I C NATURE O F THE PRO D UCT DE S I GN, TH E I NFORMA T ION C ONTAINE D I N TH I S D OC U M ENT I S SUBJECT TO CHA N G E W I THOUT NOTICE .
3 Contents Gener a l Inf ormatio n A bout thi s Guid e 4 What is A utomati c Call Distributio n ( A CD)? 5 A b out Your MITEL Netw o r k s 501 0 IP Phon e 6 Personal Keys 6 Line Select Keys/Line Appea.
4 General Information About this Guide T hi s g uide describes operation of the Automatic Call Distribution (ACD) 2000 Featur e Pac k a g e o n a Mitel N e t w or k s 501 0 IP Phon e . F o r f urt her i n f o rm a tion on ACD, see ” W hat is Automatic Call Distribution“.
5 What is Automatic Call Distributi on (ACD) ? T he Automatic Call Distribution Feature Pac k a g e is o ffer e d by the Mitel Net w or k s 3300 Inte g rated Com munications Platform (I C P ) . ACD is a metho d o f s w it ching lar g e volumes o f s i m ilar calls dir ectly to a select e d g rou p o f extensions ( A g ents).
6 About Your 5010 IP Phon e Personal Key s At the bottom of your 5010 IP Phone is a row of Personal Keys. The bottom Personal Key is your Prime Line, the telephone line that you will usually use. Your extension number is the number o f your Prime Line.
7 Line Status Indicators The Line Status indicators are located on the ou tside edge of each Personal Key. These LED indicators show you the sta tus of the lines w hich you have programmed on your set.
8 The SuperKey W hen you press the SuperKey Function Key, the main display changes. In particular, prompts on the screen chan ge. Prompts appear only when they can be used and i f they are available to you. To exit a SuperKey session, press the SuperKey once more.
9 Feature A ccess Codes The following telephone features can be activated o r disabled by Feature Access codes, when no Feature Key s are programmed for this purpose: Auto Answer Do Not Distur.
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11 ACD 2000 AGENT F EAT URES AND CAPABILITIES.
12 What are Agent Groups? ACD Agents are normally grouped together to handle incoming telephone calls that are associated with particular functions or departments in an o rganization; for example, Sales or Engineering. Callers are then directed to the Group that best serves their needs.
13 Using and Canceling the Wo rk Timer desc ribes the purpose of the W o rk Timer and the procedure for answering calls w ithout waiting for the Timer to expire.
14 Logging In Automatic Call Distr ibut ion (ACD) 2000 calls are directed to Logged In Agents only. ACD calls are not directed to a telephone where there is no A gent 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 o f is agent mobility.
15 Displaying Ag ent Lo g-In Information It is possible to display and veri fy Log-I n information when you are logged in to a set. The information displayed is the Agent I.D. number logged in to that set. This is accomplished by the following tasks: 1.
16 Logging Out Logging out returns the set to Make Busy and it no longer receives Automatic Call Distribution ( ACD) calls, since ACD calls are directed to Logged-In telephones only.
17 Ans wering C alls Answering ACD calls is not unlike answering regular calls on the 5010 IP Phone. W hen the telephone rings, the indicator beside your Line Select Key flashes. To answer the call, pick up the hand set and begin speaking. A headset option can be programmed into your system, eliminating the need to pick up the handset.
18 Using the Auto Ans wer Feature You may prefer to answer y our calls automatically using the Auto Answer feature, for eith er handset or headset operation. Once programmed, when y ou receive a call you hear one sho rt ring before being automatically connected to the caller.
19 Using a Headset Note: Yo u r syst e m a d m inistrat o r may h a ve enable d full-tim e heads e t op e ration on your telephon e . Telephones wit h full- tim e headset oper a tion enable d mu st be operate d only wit h headsets.
20 T o r e tur n t o handset operation, perform th e f ollo w ing t as k s: 1 . W he n th e telephone is n o t i n use, l i f t th e hands e t f r o m the cradle and car e f ully tur n th e s e t upside do w n. 2 . Unplug the heads e t cor d w her e i t conn e ct s t o th e telephon e .
21 To return to handset operation, perform the following tasks: 1. W hen the telephone is not in use, li ft the handset from the cradle and carefully turn the set upside down. 2. Unplug the headset cord where i t connects to the telephone. 3. Set the telephone upright and return the handset to the cradle.
22 Using and Canc eling th e W ork Timer The Work Timer provides a delay after each ACD call, before the next call is directed to you. This gives you a ce rtain amount of time to compete any w ork generated by the previous call. The Work Timer is automatic and you a re not required to perform any pr ocedures to activate it.
23 Taking a Break from Cal ls (Make Busy Featur e) The w ay to tempo rarily re strict you r set from receiv ing ca lls i s to acti vate the Make Busy feature.
24 Queue Thresho ld Ale rt Thresholds are programmed into the ACD sy stem to provide a basis for alerting Agents and Supervisors that calls have waited longer than acceptable limits (thresholds) to be answered.
25 Displaying Queu e Status Agents may access the following queue- status information about their Group: the number of active Agents in the Group the number of calls waiting for the Group (queue) the length of time that the longest call has been waiting for the Group.
26 Personal Director y Your Extension Number: ____________________ Your A gent I.D. Number: ____________________ Your Supervisor I.D. Number: ________________ Your Group Name/Number: ___________________ Use this t able to record your fr equently used numbers.
27 Notes.
Un point important après l'achat de l'appareil (ou même avant l'achat) est de lire le manuel d'utilisation. Nous devons le faire pour quelques raisons simples:
Si vous n'avez pas encore acheté Mitel ACD 2000 c'est un bon moment pour vous familiariser avec les données de base sur le produit. Consulter d'abord les pages initiales du manuel d'utilisation, que vous trouverez ci-dessus. Vous devriez y trouver les données techniques les plus importants du Mitel ACD 2000 - de cette manière, vous pouvez vérifier si l'équipement répond à vos besoins. Explorant les pages suivantes du manuel d'utilisation Mitel ACD 2000, vous apprendrez toutes les caractéristiques du produit et des informations sur son fonctionnement. Les informations sur le Mitel ACD 2000 va certainement vous aider à prendre une décision concernant l'achat.
Dans une situation où vous avez déjà le Mitel ACD 2000, mais vous avez pas encore lu le manuel d'utilisation, vous devez le faire pour les raisons décrites ci-dessus,. Vous saurez alors si vous avez correctement utilisé les fonctions disponibles, et si vous avez commis des erreurs qui peuvent réduire la durée de vie du Mitel ACD 2000.
Cependant, l'un des rôles les plus importants pour l'utilisateur joués par les manuels d'utilisateur est d'aider à résoudre les problèmes concernant le Mitel ACD 2000. Presque toujours, vous y trouverez Troubleshooting, soit les pannes et les défaillances les plus fréquentes de l'apparei Mitel ACD 2000 ainsi que les instructions sur la façon de les résoudre. Même si vous ne parvenez pas à résoudre le problème, le manuel d‘utilisation va vous montrer le chemin d'une nouvelle procédure – le contact avec le centre de service à la clientèle ou le service le plus proche.
