Agent Features

AN ACD system distributes incoming calls evenly to all agents that are logged into the system. Agents are divided into groups working under the guidance of a supervisor. As an agent, you are responsible for answering calls that have been directed to your ACD group and presented at your posi- tion.

This part of the guide explains how to:

- log in and out of the ACD system - answer ACD calls - put calls on hold - call your supervisor - use the Line of Business feature - deal with an emer- gency call - use the Not Ready key for post-call processing - display the queue threshold.

Logging in

To act as an agent and receive ACD calls you must first log into the system. At the start of the log-in procedure the Make Busy indicator should be on. If the indicator is blinking, press xuntil the indicator comes on steadi- ly.

To log in:

1.Press ,.

2.Lift the handset or plug in your headset. The In Calls indicator comes on and you hear special dial tone (a lower note and a higher note repeat- ed alternately).

3.Key your 4-digit log-in ID. The digits appear on the display as you key them.

If your installation uses passwords, you will hear special dial tone again and you should key your 4-digit password. Your supervisor will tell you if a password is required. The digits of your password will not be dis- played as you key them.

After successful entry of a log-in ID (and password, if required) the In Calls and Make Busy indicators go out, the display clears, and the Not Ready indicator comes on.

4.When you are ready to begin receiving ACD calls press A. The Not Ready indicator goes out.

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Aastra Telecom M6320 manual Agent Features, Logging, To log
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M6320 specifications

The Aastra Telecom M6320 is a sophisticated and reliable business telephone designed to meet the communication needs of modern enterprises. Renowned for its user-friendly interface and robust features, the M6320 enhances productivity and collaboration in the workplace.

One of the standout features of the Aastra M6320 is its ergonomic design, which includes a large, backlit display. This clear screen allows users to easily access information, such as caller ID, call duration, and menu options, ensuring quick navigation through various functions. The phone is equipped with multiple programmable keys, enabling users to customize their experience by assigning specific functions such as speed dialing, call transfer, or one-touch access to frequently used features.

The M6320 supports a variety of advanced telecommunications technologies, including VoIP (Voice over Internet Protocol). This capability allows for high-quality voice communications over the internet, reducing traditional phone line costs while enhancing call clarity. The phone also features integrated hands-free functionality, making it easy to engage in conference calls or multi-task while on a call.

Additionally, the Aastra M6320 is designed to provide seamless connectivity through a range of networking options. It is compatible with various communication systems, offering flexibility for businesses looking to integrate the phone into existing infrastructures. The device supports features such as call waiting, caller ID, and hold, thereby improving overall call management.

Another notable characteristic of the M6320 is its energy-efficient design, which minimizes power consumption without compromising performance. This is particularly important for businesses focused on sustainability and reducing their environmental impact.

The phone is also equipped with a headset jack, allowing users to connect a headset for comfortable, hands-free operation. This is especially beneficial in busy office environments where multitasking is common.

In summary, the Aastra Telecom M6320 is an exemplary business telephone that combines advanced technology, user-friendly features, and a focus on efficiency. Its design facilitates effective communication while supporting the needs of modern enterprises. With its robust functionality, the M6320 is a wise investment for businesses seeking to enhance their telecommunication systems and promote collaborative work environments.
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