Mitel ACD 2000 - Manual (Page 3)

3
Contents
General Information About this Guide 4
What is Automatic Call Distribution (ACD)? 5
About Your MITEL Networks 5010 IP Phone 6
Personal Keys 6
Line Select Keys/Line Appearances 6
Line Status Indicators 7
Feature Keys 7
Main Display 7
The SuperKey 8
Function Keys 8
Feature Access Codes 9
Features Not Available 9
ACD Agent Features and Capabilities 11
What are Agent Groups? 12
Logging In 14
Displaying Agent Log-In Information 15
Logging Out 16
Answering Calls 17
Using the Auto Answer Feature 18
Using a Headset 19
Using and Canceling the Work Timer 22
Taking a Break from Calls (Make Busy Feature) 23
Queue Threshold Alert 24
Displaying Queue Status 25
Personal Directory 26