Mitel 4150 - Manuals

6 Using a Headset Note: Your system administrator may have enabled full-time headset operationon your telephone. Telephones with full-time headset operation enabled must beoperated only with headsets. A headset can be used either in regular answer mode or with the Auto Answerfeature programmed. Most...

7 To Install a Headset with Feature Control Switch IMPORTANT NOTE: MITEL’s Headset with Feature Control Switch must beinstalled in the dedicated headset jack (the jack nearest the front of thetelephone). Installation will disable your handset microphone.Disconnecting the headset at the jack or at th...

8 Handling Calls with a Headset (no Feature Control Switch): To answer a call (when Auto Answer is disabled): • Press the flashing Line Select key. To hang up: • Press the Hang-Up softkey. Handling Calls with a Headset with Feature Control Switch: To answer a call (when Auto Answer is disabled): • Q...

14 Displaying Reports You can display queue status reports for your agent group. Refer to Table 3 inthe Reports and Indicators section for a list of the available queue status reports. If you’re responsible for more than one agent group, you can also access agentstatus reports using the Agent softke...

15 Scrolling Through Reports You can also scroll through queue status reports and agent status reports. To scroll through group status reports: 1. Press a QUEUE STATUS key. The number and name of the group associated with the report dataappears in the top line of the display. 2. Press a key on the d...

16 About the SHIFT Key If you’re responsible for more agent groups than there are QUEUE STATUSkeys on your telephone, you must use the SHIFT key to access the other agentgroups. The SHIFT key allows you to access more than one agent group from asingle QUEUE STATUS key. The status indicator beside th...

22 Displaying Agent Status Reports You can display agent status reports by pressing keys on the dial pad. To display agent status reports: 1. Press an AGENT STATUS key. 2. Press a key on the dial pad. The report associated with that key is displayed. Refer to Table 4 in theReports and Indicators sec...

23 About the Shift Key If you’re responsible for more agents than there are AGENT STATUS keys on yourtelephone, you can use the SHIFT key to access the other agents. The SHIFT keyallows you to access more than one agent from a single AGENT STATUS key. The status indicator beside the SHIFT key turns ...

27 About Agent Monitoring This feature allows you to monitor an agent’s conversation, either with or withoutthe agent’s knowledge. Typically, you use this feature to monitor an agent’shandling of ACD calls. Are your agents notified? Your system may be programmed to notify agents when their calls are...

29 Agent Help An agent can request your assistance during an ACD call. An agent mightsummon your assistance if, for example, a caller is abusive or threatening. If youreceive an agent’s request for help, you may want to monitor the call or perhapshave the conversation recorded. If you initiate a mon...

33 Queue Status Reports Table 3: Queue Status Reports Key # Sample Display Description 0 CONDENSED STATUS REPORT:16 2 10 2 8 Condensed queue status report* 1 AVERAGE AGENT WAIT TIME 00:46 Average waiting time for agents in group 2 NUMBER OF ACD CALLS ANSWERED: 16 Number of ACD calls answered by grou...

34 Agent Status Reports Table 4: Agent Status Reports Key # Sample Display Description 0 AVERAGE WAITING TIME 01:55 Average waiting time for agent 1 NUMBER OF ACD CALLS ANSWERED: 25 Number of ACD calls answered by agent 2 AVERAGE DURATION OF ACD CALLS 02:14 Average duration of ACD calls 3 NUMBER OF ...

37 Some Additional Features Instructions for performing commonly used features are given below. Placing a call on hold: 1. Press the red HOLD key. The status indicator of the held call flashes. 2. To retrieve the held call, press the line select key next to the flashing status indicator. Transferrin...