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ITE Agent Phone User Guide

Aastra - 2539-002

Chapter 4
ACD Features

ACD Sign On

The Sign On feature allows you to go on line to receive ACD calls by using one of three
methods:

•

Automatic

•

Manual with Agent ID Number

•

Manual with Agent ID Number and Password

If you hear fast busy tone, the Sign On is invalid. Try again, and if not successful, see
your supervisor or system administrator.

You cannot sign on when the Off Line button is fluttering, indicating that the ACD group
is in Night Service.

If the WRAP/WORK lamp flutters after signing on, press the WRAP/WORK button to
clear the flutter and

receive ACD calls

Your system administrator or supervisor provides your Agent ID and/or Password.

Off Line Lamp Status

Lamp

Status

State

Description

Off Line
Lamp

You are OFF LINE.

Off Line
Lamp

OFF

You are already signed ON.

Off Line
Lamp

Flutter

You are in Night Service.

Содержание ITE Agent

Страница 1: ......

Страница 2: ...M M Table of Contents ii Aastra 2539 002...

Страница 3: ...send email to techpubs aastraintecom com What to Expect when Contacting Company Technical Publications will email responses to customers within seven business days of the contact Note that product su...

Страница 4: ...ng represents the revision history of this publication Revision Number Date Completed Point of Contact Description 002 05 23 2005 Aastra Intecom Inc Re brand for Aastra 001 06 15 2003 EADS TELECOM Nor...

Страница 5: ...on xiii Conventions Used In This Publication xiii Chapter 1 Basic Information 1 ITE Agent Phone Description 1 Things to remember when using the ITE Agent Phone 1 ITE Agent Phone Diagram 2 Special Butt...

Страница 6: ...mber 12 Display Stored Abbreviated Dial Numbers 12 Answer Release 12 Use Answer Release 13 Auto Dial 13 Store or Change an Auto Dial Number 13 Use Auto Dial 14 Display an Auto Dial Number 14 Busy Over...

Страница 7: ...ber of a Call Pickup Group 24 Pick up a Call by Dialing the Extension Number 24 Call Waiting 25 Call Waiting Types 25 Call Waiting Tones 25 Accept a Call Waiting with Call Hold 26 Alternate Between Ca...

Страница 8: ...erence 34 Rejoin the Conference Internal Line Busy 35 Rejoin the Conference External Line Busy 35 Hands Free Auto Answer 36 Activate Hands Free Auto Answer 36 Deactivate Hands Free Auto Answer 36 Answ...

Страница 9: ...Conference 43 Transfer an Outside Call to a Meet Me Conference 44 Privacy Release 44 Use Privacy Release 45 Cancel Privacy Release 45 Queue for External Lines 45 Use Callback Queuing 46 Receive an Aut...

Страница 10: ...nt Statistics 54 View Agent Statistics 54 Phone Display for Current Agent Statistics 55 Auto Answer on ACD Line 55 Ring Time 55 Calls In Queue Display 56 Force 56 Activate Force 56 Cancel Force 57 Nig...

Страница 11: ...Emergency Call Record 63 Message Recall 63 View Messages 64 Phone Display 64 Supervisor Alert 64 Send a Supervisor Alert 64 Phone Display for Supervisor Alert 65 Transact 65 Use Transact 65 Delete a...

Страница 12: ...M M Table of Contents xii Aastra 2539 002 Key Lamps Test 70 Informational Tests 70 System Tone Tests 71 Chapter 7 Feature Codes 73 Feature Codes 73 Appendix I Glossary 75 Glossary 75...

Страница 13: ...ures for the features Chapter 4 ACD Features Provides information on ACD features Chapter 5 Centergy Application Features Provides information about phone features that are ties to the Centergy call c...

Страница 14: ...ase sensitive commands to keep from destroying Provides information to ensure that you avoid danger death or permanent damage to a system DO NOT touch exposed wires Action column In a step action resu...

Страница 15: ...on Provides hands free operation Mute Button Mutes the microphone so that the other party cannot hear you Things to remember when using the ITE Agent Phone The features on your ITE Agent Phone are sel...

Страница 16: ...ption Transfer Used to transfer calls Used to set up a 3 way conference Display Used to display call waiting information Used to display abbreviated dial and auto dial numbers etc Mute Mutes the micro...

Страница 17: ...On Line or feature is in use Slow Flash Incoming Call Blink A call is on hold Flutter Callback Voice Mail Auto Answer Ring Types There are three ring types Ring Type Description One ring pattern Inte...

Страница 18: ...receiving an internal call during a phone conversation 2 Short Rings External Call Waiting Tone You are receiving an external call during a phone conversation Ring Beep Waiting Caller Tone You have ca...

Страница 19: ...ension on your phone press the extension key that you want to use before lifting the handset or pressing the Speaker key If dial tone changes to a fast busy tone and then silence you have waited too l...

Страница 20: ...d Dial See Abbreviated Dial Dial with Auto Dial See Auto Dial Dial with Redial See Redial Answer a Call Condition There is a call ringing in at your extension Step Action Result 1 Press The call is an...

Страница 21: ...from hearing you Use the Mute Button Condition You are already on a call Step Action Result 1 Press Mute lamp ON Your voice will not be picked up by the speakerphone or handset 2 Press Mute lamp OFF...

Страница 22: ...Adjust the volume Press Or The volume is adjusted 2 Save the setting Press Together The volume is saved The lamp flashes twice to confirm the save Ringer Volume and Tone Set the Ringer Volume Step Act...

Страница 23: ...one User Guide Aastra 2539 002 9 Set the Ringer Tone Step Action Result 1 Press Together Ringer lamp ON 2 Press The ringer starts 3 Press Or Press The ringer tone is adjusted 4 Press Ringer lamp OFF T...

Страница 24: ...M M Chapter 2 Phone Settings 10 Aastra 2539 002...

Страница 25: ...system setting and may be set for one to seven seconds Each star counts as one digit of the total 28 digits A stored number cannot be erased but you can remove or change a number by storing a new phon...

Страница 26: ...breviated Dial code number 0 9 The number is automatically dialed Display Stored Abbreviated Dial Numbers Step Action Result 1 Press Display lamp ON 2 Press The first Abbreviated Dial number displays...

Страница 27: ...all is disconnected Answer Release lamp OFF Extension Lamp OFF Auto Dial The Auto Dial feature allows you to store a number of up to 28 digits and dial it by pressing a single button One feature butto...

Страница 28: ...number such as an 8 or a 9 Auto Dial lamp OFF The handset is still on hook so you will not hear beeps The number is stored 3 Write down the number that you stored if you do not have a phone display Us...

Страница 29: ...ger busy whichever occurs first The party that is being interrupted hears a one second warning tone The tone indicates that the call will be overridden in 15 seconds if it is not put on hold or ended...

Страница 30: ...the STATUS button An option to the Buzz Status talking connection is the Buzz Status Alert Only option In a group of STATUS users the first person to answer stops the ringing and blocks all others in...

Страница 31: ...User Conditions Buzz lamp is slow flashing Or Buzz line Step Action Result 1 Press Buzz lamp ON 2 Press You are connected to the Status party Placing a Status Call to a Buzz User Step Action Result 1...

Страница 32: ...ill hear a fast busy tone If there is no answer when you return a callback you may either hang up and cancel the call or leave a callback on that extension A callback that you place on another extensi...

Страница 33: ...k Condition The calling and called extensions are no longer busy The system calls back with the system ring The Callback and Extension lamps are show flashing Step Action Result 1 Press Hear ring back...

Страница 34: ...a Callback Step Action Result 1 Press Display lamp ON 2 Press The time and date of the callback is displayed if the time stamp option is activated Call Forward The Call Forward feature allows you to...

Страница 35: ...ly extension that can override Call Forward and ring on your phone When the forwarded extension is set on Do Not Disturb all calls are blocked If a system has voice mail an extension can be forwarded...

Страница 36: ...ting information to technicians Marking a Call Condition You are connected to an outside call that has problems with static echo low volume etc and this problem needs to be reported Step Action Result...

Страница 37: ...ll Park number 3 Hang up Pick Up a Parked Call from Any Phone Step Action Result 1 Press 2 Dial the Call Park number No ringing is heard The call is connected immediately Call Pickup The Call Pickup f...

Страница 38: ...ll either you are not assigned to that group or another group member picked up the call Pick up a Call as Member of a Call Pickup Group Condition A call is ringing in for a member of the Call Pickup G...

Страница 39: ...matically forwarded to another extension voice mail or the operator depending on the system design An extension can have only one call waiting at a time If another party calls they will hear busy tone...

Страница 40: ...is placed on hold 2 Press Extension lamp slow flashing indicates an incoming call 3 Press You are in conversation with the second party Alternate Between Calls Call Hold Conditions The first party is...

Страница 41: ...Action Result 1 Press You are in conversation with the held party Extension lamp ON Accept a Call Waiting Normal Hold Conditions You are already on a call Call Waiting tone Step Action Result 1 Press...

Страница 42: ...rty Cancel The Cancel feature allows you to abort any dialing sequence by pressing a feature button You can cancel callbacks and unanswered transfers or conference calls Use Cancel Step Action Result...

Страница 43: ...ace a conference on hold The HOLD button does not put a conference on hold When a conference is on Conference Hold or when additional parties are being added to the conference the remaining parties ca...

Страница 44: ...g up 2 Press 3 Press You are reconnected to the conference Place a Conference Call on Hold Step Action Result 1 Press Conference lamp ON 2 Press To hang up Or Dial a number Conference lamp blinking Th...

Страница 45: ...back Queuing See Queue for External Calls Online Queuing See Queue for External Calls Use Data Features To use the Data features you must have a Data feature button a PDI 1000 type data interface and...

Страница 46: ...ile using this feature The Display button becomes inactive 5 seconds after you press the last feature button The DSPL button is used with the SPKR off and the handset on hook Use the Display Feature F...

Страница 47: ...p Action Result 1 Press If you do not have this button you can use the feature code 6 Do Not Disturb lamp ON Calls will not ring at the phone Cancel Do Not Disturb Step Action Result 1 Press If you do...

Страница 48: ...mbers A listen only party unlike a regular conference member cannot place the conference on Conference Hold to accept a call waiting When listener what has been added leaves a conference by hanging up...

Страница 49: ...the Conference Internal Line Busy Condition The internal called number for Group Listen is busy or unanswered Step Action Result 1 Press Conference entry warning tone long beep You have rejoined the c...

Страница 50: ...eature is activated The lamp flutters when a caller is on the line The lamp is OFF when the feature is deactivated A fast busy tone indicates that the HFA feature cannot be activated See your system a...

Страница 51: ...tion Result 1 Listen for ring and or warning tone HFA lamp flutters when the calling party is on the line 2 Talk to the calling party End a Call with Hands Free Auto Answer Condition You are on a call...

Страница 52: ...options Call Hold Type Place a Call on Hold Condition You are already on a call Step Action Result 1 Press Hold lamp blinking You can place another call Retrieve a Call on Hold Condition A party is al...

Страница 53: ...y Hotline Conference The Hotline Conference feature connects up to twelve parties in a conference call Each conference member s phone automatically rings when call originator dials the Hotline Confere...

Страница 54: ...you place a party on hold to accept a Call Waiting that is a Hotline Conference call you cannot return to the party on hold unless you hang up on the conference Condition Very fast ring Depending on s...

Страница 55: ...ne ring normal ring or three ring system ring Intercom calls can be allowed to ring on a phone that has activated the Do Not Disturb feature A call on an Intercom line cannot be transferred put on hol...

Страница 56: ...scheduled time for a conference call No Conference button is required The Meet Me conference can be reserved as one time only or as a permanently scheduled call Outside callers can be transferred int...

Страница 57: ...nce Step Action Result 1 Press 2 Dial the Meet Me Conference number Long beep You are connected to the conference Leave a Meet Me Conference Step Action Result 1 Press You are disconnected from the co...

Страница 58: ...Step Action Result 1 Ask the party to wait 2 Press Transfer lamp ON The party is on hold 3 Announce the transfer to conference members 4 Dial the Meet Me Conference number You are connected to the con...

Страница 59: ...ease Condition You are already on a call with privacy release activated Step Action Result 1 Press Continue to talk No one else can enter the conversation Queue for External Lines There are two ways t...

Страница 60: ...e external number Voice prompt Depress CALLBACK to queue call if all of the outgoing trunks are busy 3 Press You can also use the ACCESS button plus the feature code 7 Voice prompt Callback number XX...

Страница 61: ...ing Step Action Result 1 Press 2 Dial the external number Voice prompt All lines busy please hold 3 Wait on the line The call is placed or the queue time will expire Redial The Last Number Redial feat...

Страница 62: ...p Action Result 1 Advise the party on the line that you are executing a transfer 2 Press Transfer lamp ON 3 Dial the destination number If you misdial a transfer press the XFER button to return the ca...

Страница 63: ...tem to send and receive messages Voice Mail can be accessed using any internal or external phone with or without a Voice Mail button Access Voice Mail with Automatic Sign On Step Action Result 1 Press...

Страница 64: ...3 Features 50 Aastra 2539 002 Step Action Result 2 Dial the voice mail access number This number is usually the same as your extension number The voice mail system answers 3 Follow the voice mail sys...

Страница 65: ...ccessful see your supervisor or system administrator You cannot sign on when the Off Line button is fluttering indicating that the ACD group is in Night Service If the WRAP WORK lamp flutters after si...

Страница 66: ...e unable to take ACD calls Hands Free Auto Answer On You are able to take ACD calls in the hands free mode Hands Free Auto Answer Off You are able to take ACD calls in normal mode Automatic Sign On Co...

Страница 67: ...Dial Agent ID Two beeps Off Line lamp OFF You are signed ON Manual Sign On with Agent ID Number and Password Condition Off Line lamp ON indicating you are OFFLINE Step Action Result 1 Press 2 Press O...

Страница 68: ...ast ACD call The current call is not affected and you are signed off when the call is ended Other agents will answer the calls that are in queue Sign Off Condition Off Line lamp Off indicating you are...

Страница 69: ...ntact your supervisor with any questions Phone Display for Current Agent Statistics Display Description Display Agent Stats Format Auto Answer on ACD Line When an ACD line is set up to ring with a sta...

Страница 70: ...ne when ringing timer expires and the caller is immediately connected Calls In Queue Display Step Action Result 1 Press Force The Force feature forces all agents in an agent group out of Wrap Up or Wo...

Страница 71: ...agents cannot sign on to the group to receive calls Night Service must be canceled before agents can sign on Activate Night Service Step Action Result 1 Press If you press the button one time the grou...

Страница 72: ...queued ACD calls to the overflow agent group You can activate and cancel the feature any time that it is necessary Activate Overflow Manually Step Action Result 1 Press Overflow lamp ON Cancel Overfl...

Страница 73: ...cess will be canceled You cannot cancel the feature after it is activated Condition You are on an active call and have begun to activate the Reroute feature You want to stop the feature from activatin...

Страница 74: ...g or other tasks for which the Wrap Up time cannot be predicted The Work feature can be activated at any time except when in automatic Wrap Up If you press the Work button when on a call the Work feat...

Страница 75: ...iod that automatically begins after each ACD call Wrap up allows an agent time to complete paperwork before a new ACD call System Administrators define the Wrap up time settings Automatic Wrap Up Func...

Страница 76: ...atures 62 Aastra 2539 002 Cancel Automatic Wrap Manually Step Action Result 1 Press If you do not have this button on your phone you can use the feature code 8 from dial tone Wrap Work lamp OFF You ca...

Страница 77: ...til the end of the conversation The message to the supervisor indicates which agent activated the recording Start Emergency Call Record Condition You are already on a call and a situation has evolved...

Страница 78: ...hone Display Display Description Display Message Format Part 1 Message Format Part 2 No Messages Received Supervisor Alert The Supervisor Alert feature allows agents to send pre programmed messages to...

Страница 79: ...rmation collected from the caller The information provided by the codes is stored in a database that is available for use in statistical analysis Examples of Transact use would be to track product sal...

Страница 80: ...Display Transact Code Display Format Input Error Display Example Agent Unavailable with Reason Code The Agent Unavailable with Reason Code feature allows an agent to go into a pre defined unavailable...

Страница 81: ...lly canceled by the system See your supervisor or system administrator with any questions Activate Agent Unavailable Step Action Result 1 Press Unavailable lamp ON 1 beep 2 Dial the Reason Code 2 beep...

Страница 82: ...M M Chapter 5 Centergy Application Features 68 Aastra 2539 002...

Страница 83: ...s class of service cabinet card slot information directory number etc Basic Procedures The following procedures apply to all tests except system tones Step Action Result 1 Press 2 Press Silence 3 Pres...

Страница 84: ...e key or line key 5 separate times See these lamp states ON Slow flash blink flutter ON 1 beep after each key press Informational Tests The following tests can be run on the phone Test Name Action Res...

Страница 85: ...on Press Cabinet Shelf Slot Trunk Port Location During trunk call enter this sequence Press Cabinet Shelf Slot of trunk port System Tone Tests Action Result Press Silence Press Inside Dial Tone Press...

Страница 86: ...Phone Tests 72 Aastra 2539 002 Action Result Press Inside Call Wait Tone Press Outside Call Wait Tone Press Override Warning Tone Press Held Press Enter Press Private Press Forward Press Message Pres...

Страница 87: ...dial tone press the HOOK button first For those features that are accessed from an existing call use the ACCESS button to hold the call and return to dial tone Feature Action Feature Code Abbreviated...

Страница 88: ...M M Chapter 7 Feature Codes 74 Aastra 2539 002 Feature Action Feature Code Call Forward Deactivate Press Hold Press Last Number Redial Press Transfer 3 Way Conference Press Voice Mail Press...

Страница 89: ...complete phone number Extension Directory Number A number assigned to an individual telephone set which when dialed allows access to that telephone set an internal phone number External call or numbe...

Страница 90: ...ne is hung up or the SPKR button is turned off See On Hook Dialing Outgoing Calls Calls that are placed from an extension inside of the system to a destination that is outside of the system Park A fea...

Страница 91: ...ser Guide Aastra 2539 002 77 Term Definition Voice Prompt A computerized voice heard through the handset or speakerphone that indicates that a feature has been activated It may also inform or give ins...

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