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
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