i
Contents
Introduction 1
What is ACD ........................................................................................ 1
M2216ACD-1 ....................................................................................... 2
M2216ACD-2 ....................................................................................... 3
Learning to use your phone 4
In-Calls Key .......................................................................................... 4
Release ................................................................................................. 4
Hold .....................................................................................................4
Display Key .......................................................................................... 4
Volume control ...................................................................................... 4
Display ................................................................................................. 5
Program key ......................................................................................... 5
Function keys ........................................................................................ 5
Message Waiting lamp .......................................................................... 5
Headsets ............................................................................................... 6
Agent log in and log out 7
Log in with Agent ID ...... ........................................................................ 7
Log in without Agent ID .......................................................................... 7
Log out ......... ........................................................................................ 7
Log in and log out with MQA 8
Log in Using Agent ID with MQA (Multiple Queue Assignment) ................. 8
Log in using Agent ID with MQA ............................................................ 8
Correcting mistakes during the log in procedure ...................................... 9
Example 1 .... ........................................................................................ 9
Example 2 .... ...................................................................................... 10
Example 3 .... ...................................................................................... 10
Log out using Agent ID with MQA ........................................................ 10
Example set displays for MQA ............................................................. 11
Agent features 12
Activity code ....................................................................................... 12
Contents