Page 4 - Contents
i Contents Getting Started Introduction .......................................................................................... 3 Using a Headset .................................................................................. 4 Logging In / Out ....................................................
Page 5 - GETTING STARTED
Page 7 - Introduction; Supervisor or senior supervisor?; You have easy access to information
3 Introduction This guide provides instructions for using ACD supervisor and senior supervisorfeatures on Mitel Networks 5020 IP, 5220 IP, SUPERSET 4025, and SUPERSET4125 telephone. Refer to your telephone User Guide for a description thetelephone and non-ACD features. Some of the personal keys on y...
Page 8 - Using a Headset; To Install a Headset (no feature control switch)
4 Using a Headset Note: Your system administrator may have enabled full-time headset operationon your telephone. Phones 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 hea...
Page 9 - To Install a Headset with Feature Control Switch
5 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...
Page 10 - Handling Calls with a Headset with Feature Control Switch:
6 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 CANCEL. Handling Calls with a Headset with Feature Control Switch: To answer a call (when Auto Answer is disabled): • Quickly press ...
Page 13 - QUEUE STATUS
Page 16 - Displaying Reports; To display queue status reports:; To display agent status reports:
12 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...
Page 17 - Which report at which key?; Scrolling Through Reports; To scroll through group status reports:
13 Which report at which key? 1. Press a QUEUE STATUS key. 2. Press HELP. The display prompts you to press any key 0 to 9. 3. Press a key on the dial pad. The name of the report associated with that key is displayed. 4. Press the CANCEL softkey to return to the queue status display. Scrolling Throug...
Page 18 - To scroll through agent status reports:
14 To scroll through agent status reports: 1. Press a QUEUE STATUS key. 2. Press AGENT. The status of the first agent in the group is displayed. The AGENT softkeywill only be available if you supervise more than one agent group. 3. Press a key on the dial pad. The report associated with that key is ...
Page 19 - About the SHIFT Key
15 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...
Page 21 - AGENT STATUS
Page 24 - Displaying an Agent’s Status
20 Displaying an Agent’s Status The AGENT STATUS key allows you to display an agent’s current status. Todisplay information about an Agent's status: 1. Press an AGENT STATUS key. The agent’s status appears in the display. An agent can be in any one ofthe following states: LOG OUT - agent is logged o...
Page 25 - Displaying Agent Status Reports
21 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...
Page 26 - About the Shift Key
22 About the Shift Key If you’re responsible for more agents than there are AGENT STATUS keys onyour telephone, you can use the SHIFT key to access the other agents. TheSHIFT key allows you to access more than one agent from a single AGENTSTATUS key. The status indicator beside the SHIFT key turns o...
Page 29 - AGENT MONITORING
Page 31 - About Agent Monitoring; Are your agents notified?
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...
Page 33 - Agent Help; Responding to a HELP request; If your telephone is busy
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...
Page 35 - REPORTS AND INDICATORS
Page 37 - Queue Status Reports
33 Queue Status Reports Table 3: Queue Status Reports Key Number Sample Display Description 0 16 2 10 2 8 Condensed queue status report* 1 WAIT TIME 00:46 Average waiting time for agents in group 2 # ACD CALLS 16 Number of ACD calls answered by group 3 ACD CALL 02:36 Average duration of ACD calls 4 ...
Page 38 - Agent Status Reports
34 Agent Status Reports Table 4: Agent Status Reports Key Number Sample Display Description 0 398 Bob Agent identification number and name 1 WAIT TIME 01:55 Average waiting time for agent 2 # ACD CALLS 25 Number of ACD calls answered by the agent 3 ACD CALL 02:14 Average duration of ACD calls 4 # NO...
Page 39 - Status Indicators
35 Status Indicators The following table illustrates the behavior of line status indicators. Table 5: Status Indicators Key Status Indicators Prime Line Idle Off Busy On Queue Status No calls in queue Off Calls waiting before 1st threshold time period On Calls waiting between 1st and 2nd threshold t...
Page 41 - ADDITIONAL FEATURES
Page 43 - Some Additional Features; Placing a call on hold:
39 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...
Page 44 - Making a directed page:
40 Making a directed page: 1. Dial the Direct Paging feature access code, -or-Press the DIRECT PAGE key. 3. Dial the extension number, or press the DSS key of the party being paged. Broadcast your message.
