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SX-200 ICP ACD Agent Setup Question

SX-200 ICP ACD Agent Setup Question

SX-200 ICP ACD Agent Setup Question

Sorry for the basic question, but I'm a Nortel Tech and I've been assigned a Mitel to "figure out".

I need to know how to properly set-up 2 ACD Agents. No supervisors, just these 2 lonely agents.

These are 4015's and they currently have 1 Prime line say x6201 in Form 9 on key 1.

The ACD template changes that to in call 66201 and gives them a make busy key 4 and a dss to 6203 key 5.

The agent wants to receive an ACD call and put it on hold to call someone else for info. The person that set this up couldn't do this apparently.

How do I set up an ACD agent to have another line to use when the need to call someone else to provide info to the ACD caller?    

RE: SX-200 ICP ACD Agent Setup Question

Why don't you just program a personal outgoing line on a key on these extensions.

This will give the ACD agent the ability to put the caller on hold (red key) and then select the outgoing line to call someone else for help.

Make sure the template does not overwrite the key on the outgoing line.

RE: SX-200 ICP ACD Agent Setup Question

Had no idea! I'll give that a shot.  Thanks

RE: SX-200 ICP ACD Agent Setup Question

Well, it seems I can't do that.

It is a speed dial key in form 38.

Is there something I need to change there?

RE: SX-200 ICP ACD Agent Setup Question

It seems the user programmed a Speed Dial # there that only showed at the station.

RE: SX-200 ICP ACD Agent Setup Question

Are you saying that all keys on the phone are mapped via the template?

This being the case you might try hitting the transfer key to place the call on consultation hold and then dial the third party. If you use this method you must be cautious not to release the call but to return to held or trade or cancel (whichever applies).

If the agents are consulting with a supervisor there is a built in functionality that uses a "Help" feature to create a listen only conference with a supervisor whereby the supervisor can monitor the conversation and if necessary, break in and create a conference.


Occam's Razor - All things being equal, the simplest solution is the right one.

RE: SX-200 ICP ACD Agent Setup Question

It seems all Line Keys are mapped and maintained via Form 9 with the provision that there can be no Multi-call keys on an ACD set.

With that in mind, Form 38 overwrites the phone when logged in with its feature keys except it does not overwrite a personal O/G Line key.

What halted me for a moment is the system would not let me assign a key as a personal O/G because the user had programmed an auto-dial # to it which I couldn't see until I went to the set itself and removed it.


RE: SX-200 ICP ACD Agent Setup Question

The keys in form nine represent the keys in the Logged out state.

The Keys in form 38? (template) overwrite if defined. If the template says the key is a speed call it does not overwrite, consider speedcall as blank in this case.

If the POG key is programmed in form 9 on a key that is not overwritten then it will still be there once the agent logs in.


Occam's Razor - All things being equal, the simplest solution is the right one.

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