Filter
Top Products
TABLE OF CONTENTS
ABOUT THIS GUIDE...................................................................................................... 5
WHAT IS AUTOMATIC CALL DISTRIBUTION (ACD)? ................................................ 5
ABOUT YOUR PHONE .................................................................................................. 6
TIPS FOR YOUR COMFORT AND SAFETY ................................................................. 9
Don't cradle the handset!...........................................................................................................9
Protect your hearing ..................................................................................................................9
Adjust the viewing angle............................................................................................................9
Feature Access Codes ............................................................................................................10
For Agents on Resilient MiVoice Business Systems ...............................................................10
Features Not Available ............................................................................................................10
Line Interface Module ..............................................................................................................10
ACD AGENT FEATURES AND CAPABILITIES .......................................................... 11
What are Agent Groups?.........................................................................................................11
About ACD Agent Hot Desking................................................................................................11
Logging In................................................................................................................................12
Displaying Agent Log-In Information........................................................................................13
Logging Out .............................................................................................................................14
Answering Calls.......................................................................................................................14
Using the Auto Answer Feature...............................................................................................14
Activating Auto Answer........................................................................................................................ 14
Deactivating Auto Answer....................................................................................................................15
Using a Headset ......................................................................................................................15
Installing a Headset (no Feature Control Switch)................................................................................15
Handling Calls with a Headset (no Feature Control Switch): .............................................................. 16
Installing a Headset with Feature Control Switch................................................................................16
Handling Calls with a Headset (with Feature Control Switch):............................................................ 17
Using and Canceling the Work Timer......................................................................................17
Taking a Break from Calls (Make Busy Feature).....................................................................18
Activating Make Busy ..........................................................................................................................18
Removing Make Busy..........................................................................................................................18
3