Mitel 5320e manual Logging in to ACD Hunt Groups, To log in to one or more ACD hunt groups

Hunt Groups

Overview

Hunt groups are groups of internal parties (agents) who share a common (hunt group) extension number. Calls can either be placed to the hunt group (using the hunt group extension number) or to a specific agent (using the agent’s extension number). Hunt groups are programmed by the system administrator.

Hunt groups types are either “UCD” or “ACD.”

•UCD Hunt Groups: Uniform Call Distribution (UCD) agents do not log in to the hunt group to receive calls.

•ACD Hunt Groups: Automatic Call Distribution (ACD) agents log in to the ACD hunt group to receive calls. Calls are distributed by either Agent IDs or extensions:

•Agent IDs: Each agent is assigned an Agent ID number for logging in to the hunt group (see the next section). Hunt group calls are distributed to logged-in agents according to their Agent ID number instead of their extension number. Agents can log in to any ACD hunt group phone.

•Extensions: Hunt group members do not use Agent IDs, and calls are distributed to phones where the agents are logged in.

Logging in to ACD Hunt Groups

You must log in to an ACD hunt group to receive hunt group calls. To stop calls, you either log out of the ACD hunt group or divert calls. See “Diverting Hunt Group Calls” on page 91.

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Note: Only one agent can be logged in to a phone.

If the ACD Agent ID Automatic Connect option is enabled for your hunt group and you are using a headset, you are automatically connected to waiting calls when you log in. The first call you receive after you log in rings until you answer it; however, you are automatically connected to subsequent calls.

To log in to or out of all ACD hunt groups in which you are a member:

Dial 328 to log in to ACD hunt groups followed by your Agent ID, if necessary. AGENT LOGGED INTO ALL ACDS appears. Dial 328 again to log out of all ACD hunt groups.

To log in to one or more ACD hunt groups:

1.Dial 326. AGENT LOGIN ACD HG # appears.

2.Do one of the following:

•Enter the ACD hunt group number.

•Press # to log in to all of your ACD hunt groups.

The display shows AGENT LOGIN AGENT ID.

3.Enter your Agent ID (if applicable), or press # if you do not have an agent ID. The display shows the log in status for one or all hunt groups.

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