ACD
SUPERVISOR / SENIOR SUPERVISOR
User Guide for the 5020/5220 IP and Superset™ 4025/4125
Telephones
DUE TO THE DYNAMIC NATURE OF THE PRODUCT DESIGN, THE INFORMATION CONTAINED IN
THIS DOCUMENT IS SUBJECT TO CHANGE WITHOUT NOTICE. MITEL CORPORATION, ITS
AFFILIATES, AND/OR ITS SUBSIDIARIES ASSUME NO RESPONSIBILITY FOR ERRORS AND
OMISSIONS CONTAINED IN THIS INFORMATION.
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Copyright 2004, MITEL Corporation.
All rights reserved.
Contents
Getting Started
Introduction..........................................................................................3
Using a Headset ..................................................................................4
Logging In / Out ...................................................................................7
Queue Status
Queue Status at a Glance..................................................................11
Displaying a Group’s Queue Status ...................................................11
Displaying Reports.............................................................................12
Scrolling Through Reports .................................................................13
About the SHIFT Key.........................................................................15
AGENT STATUS
About Agent Status Keys...................................................................19
Agent Status at a Glance...................................................................19
Displaying an Agent’s Status..............................................................20
Displaying Agent Status Reports........................................................21
About the Shift Key............................................................................22
AGENT MONITORING
About Agent Monitoring......................................................................27
Agent Help.........................................................................................29
REPORTS AND INDICATORS
Queue Status Reports........................................................................33
Agent Status Reports.........................................................................34
Status Indicators................................................................................35
ADDITIONAL FEATURES
Some Additional Features..................................................................39
i
GETTING STARTED
Introduction
This guide provides instructions for using ACD supervisor and senior supervisor
features on Mitel Networks 5020 IP, 5220 IP, SUPERSET 4025, and SUPERSET
4125 telephone. Refer to your telephone User Guide for a description the
telephone and non-ACD features.
Some of the personal keys on your telephone are programmed as QUEUE
STATUS keys or AGENT STATUS keys, and one may be programmed as a
SHIFT key. You use these keys to monitor the status of agents and agent groups.
Supervisor or senior supervisor?
Supervisors monitor agent groups. Senior supervisors monitor supervisors and
possibly agent groups as well. An agent group can be monitored by either a
supervisor or a senior supervisor, but not both. As a supervisor or senior
supervisor, you can’t answer ACD calls from your telephone.
One or more agent groups?
You’ll have one QUEUE STATUS key programmed on your telephone for each
of your agent groups. If you only have one QUEUE STATUS key (i.e., one agent
group to supervise), you can also have AGENT STATUS keys programmed on
your telephone.
AGENT STATUS keys are not available on senior supervisor phones.
You have easy access to information
A QUEUE STATUS key allows you to access information for an agent group and
for the agents within that group. An AGENT S TATUS key displays information for
individual agents within a group.
Once you’ve accessed information, you can display the same type of information
for other agent groups or agents by pressing other QUEUE STATUS keys or
AGENT STATUS keys.
You can exit an information display at anytime by pressing SUPERKEY.
3
Using a Headset
Note: Your system administrator may have enabled full-time headset operation
on your telephone. Phones with full-time headset operation enabled must be
operated only with headsets.
A headset can be used either in regular answer mode or with the Auto Answer
feature programmed.
Most headsets are installed using the same jack that the handset plugs into.
MITEL’s Headset with Feature Control Switch plugs into the dedicated headset
jack (the jack nearest the front of the telephone).
To Install a Headset (no feature control switch)
To install the headset for your use, perform the following tasks:
1. When the telephone is not in use, lift the handset from the cradle and
carefully turn the telephone upside down.
2. Unplug the handset cord where it connects to the telephone.
3. Plug in the headset cord in the same place.
4. Store your handset in a safe place.
To return to handset operation, perform the following tasks:
1. When the telephone is not in use, lift the handset from the cradle and
carefully turn the telephone upside down.
2. Unplug the headset cord where it connects to the telephone.
3. Plug in the handset cord in the same place.
4. Set the telephone upright and return the handset to the cradle.
5. Store your headset in a safe place.
4
To Install a Headset with Feature Control Switch
IMPORTANT NOTE: MITEL’s Headset with Feature Control Switch must be
installed in the dedicated headset jack (the jack nearest the front of the
telephone). Installation will disable your handset microphone.
Disconnecting the headset at the jack or at the quick-disconnect plug
restores handset operation.
To install the headset for your use, perform the following tasks:
1. When the telephone is not in use, lift the handset from the cradle and
carefully turn the telephone upside down.
2. Plug the headset cord into the headset jack (the jack nearest the front
of the telephone).
3. Set the telephone upright and return the handset to the cradle.
To return to handset operation, perform the following tasks:
1. When the telephone is not in use, lift the handset from the cradle and
carefully turn the telephone upside down.
2. Unplug the headset cord where it connects to the telephone.
3. Set the telephone upright and return the handset to the cradle.
4. Store your headset in a safe place
.
Enabling/Disabling Headset Operation:
To enable or disable headset operation for headsets on phones that are not
programmed for full-time headset operation:
• Press the HEADSET feature key.
• Connect or disconnect the headset at the quick-disconnect plug
(Headset with Feature Control Switch only).
5
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 and release the Control Switch.
To mute the headset microphone (Headset with Feature Control Switch only):
• Press and hold the Control Switch.
To hang up:
• Quickly press and release the Control Switch.
6
Logging In / Out
Your system administrator should have assigned you an identification number.
Your identification number allows you to access the ACD system. Check with
your system administrator if you don’t have an identification number.
Note that you can’t program your telephone’s personal keys while you’re logged in.
To log in:
1. Enter the Login/Logout access code.
2. Enter your identification number.
If you’ve logged in successfully, you hear dial tone and ACD LOGIN
appears in your telephone display.
If you’re unsuccessful, you hear error tone (continuous beeps) and
INVALID, NO ACCESS, or INVALID KEY appears on your telephone
display. Contact your system administrator if you can’t log in.
3. Press SPEAKER.
To log out:
1. Enter the Login/Logout access code.
If you hear dial tone you have logged out successfully. ACD LOGOUT
appears in the display.
2. Press SPEAKER.
7
QUEUE STATUS
Queue Status at a Glance
The indicator beside a QUEUE STATUS key shows the current status of the call
waiting queue for the associated agent group. Refer to Table 5 in the Reports
and Indicators section for information on how to interpret the queue status
indicator flash rates.
Displaying a Group’s Queue Status
A QUEUE STATUS key allows you to display an agent group’s queue status.
1. Press a QUEUE STATUS key.
The following information is displayed from left to right:
a) the agent group number
b) the number of calls waiting in the queue
c) t he longest time that a call has been in the queue.
2. Press NAME to display the agent group name.
3. Press another QUEUE STATUS key to display queue information for
another agent group
-orPress SUPERKEY to exit.
11
Displaying Reports
You can display queue status reports for your agent group. Refer to Table 3 in
the 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 agent
status reports using the AGENT softkey. Refer to Table 4 in the Reports and
Indicators section for a list of the available agent status reports.
To display queue status reports:
1. Press a QUEUE STATUS key.
2. Press a key on the dial pad.
The report associated with that key is displayed.
3. Press SUPERKEY to exit.
To display agent status reports:
1. Press a QUEUE STATUS key.
2. Press AGENT.
The st atus of the first agent in the grou p is displ ayed. Th e AGENT softkey
is only available if you supervise more than one group.
3. Press a key on the dial pad.
The report associated with that key is displayed.
4. Press SUPERKEY to exit.
12
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 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.
2. Press a key on the dial pad.
The report associated with that key is displayed.
3. Press the Ï or Ð key to scroll through the queue status reports.
4. Press NAME at any time to display the number and name of the
group associated with the report data.
13
To scroll through agent status reports:
1. Press a QUEUE STATUS key.
2. Press AGENT.
The st atus of the first agent in the grou p is displ ayed. Th e AGENT softkey
will 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 displayed.
4. Press the Ï or Ð key to display different reports for the same agent
-orPress FWD or BACK to display the same report for other agents in
the group.
5. Press NAME at anytime to display the identification number and name
of the agent associated with the report data.
14
About the SHIFT Key
If you’re responsible for more agent groups than there are QUEUE STATUS
keys on your telephone, you must use the SHIFT key to access the other agent
groups. The SHIFT key allows you to access more than one agent group from a
single QUEUE STATUS key.
The status indicator beside the SHIFT key turns on when the shift function is
activated.
An example:
If you’re supervising nine agent groups, but only have four QUEUE STATUS
keys programmed on your telephone, you can press the SHIFT key to access the
other five groups.
1. Press the SHIFT key once.
QUEUE STATUS keys 1, 2, 3 and 4 now represent groups 5, 6, 7 and 8.
2. Press the SHIFT key again .
Key 1 now represents group 9. Keys 2, 3, and 4 are meaningless.
3. Press the SHIFT key once more.
Keys 1, 2, 3 and 4 once again access groups 1, 2, 3 and 4.
15
Table 1 further illustrates this example:
Table 1: SHIFT Key Operation for Queue Status
Key Number
1 Agent Group 1 Agent Group 5 Agent Group 9 Agent Group 1
2 Agent Group 2 Agent Group 6 none Agent Group 2
3 Agent Group 3 Agent Group 7 none Agent Group 3
4 Agent Group 4 Agent Group 8 none Agent Group 4
With No Shift After 1st Shift After 2nd Shift After 3rd Shift
Need a reminder?
If you forget how many times you have pressed the SHIFT key:
1. Press SUPERKEY.
2. Press SHIFT.
The shift count appears in the display.
16
AGENT STATUS
About Agent Status Keys
AGENT STATUS keys allow you to monitor the current status of individual
agents. You will only have agent status keys programmed on your telephone if
you supervise one agent group. If you supervise more than one agent group, you
access agent status information from a QUEUE STATUS key using the AGENT
softkey (see "Scrolling through Reports" in the previous section).
Agent Status at a Glance
The indicator beside an AGENT STATUS key shows the current status of the
agent. Refer to Table 5 in the Reports and Indicators section for information on
how to interpret the agent status indicator flash rates.
19
Displaying an Agent’s Status
The AGENT STATUS key allows you to display an agent’s current status. To
display information about an Agent's status:
1. Press an AGENT S TATUS key.
The agent’s status appears in the display. An agent can be in any one of
the following states:
LOG OUT - agent is logged out
WAITING - agent is waiting for an ACD call
ACD CALL - agent is on an ACD call.
ACD WORK - agent is completing work from an ACD call (work timer)
NON ACD - agent is on a non-ACD call
ACD HOLD - agent has an ACD call on hold
MAKE BUSY - agent’s telephone is in make busy state
2. Press NAME to display the agent’s identification number and name.
3. Press FWD or BACK to display the status of other agents in your
group.
4. Press SUPERKEY to exit.
20
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 S TATUS key.
2. Press a key on the dial pad.
The report associated with that key is displayed. Refer to Table 4 in the
Reports and Indicators section for a list of the available agent reports.
3. Press the Ï or Ð key to scroll through the agent status reports.
4. Press FWD or BACK to display the same report for other agents in
your group.
5. Press NAME to display the identification number and name of the
agent associated with the report data.
6. Press another AGENT STATUS key
-orPress SUPERKEY to exit.
To determine which report is available at which key:
1. Press an AGENT S TATUS key.
2. Press 0 on the dial pad.
3. Press HELP. The display prompts you to press any key 0 to 9.
4. Press a key on the dial pad.
The name of the report associated with that key is displayed.
5. Press the CANCEL softkey to return to the agent identification display.
21
About the Shift Key
If you’re responsible for more agents than there are AGENT STATU S keys on
your telephone, you can use the SHIFT key to access the other agents. The
SHIFT key allows you to access more than one agent from a single AGENT
STATUS key.
The status indicator beside the SHIFT key turns on when the shift function is
activated.
An example:
If you’re supervising nine agents, but only have four AGENT STATUS keys
programmed on your telephone, you can press the SHIFT key to access the
other five groups.
1. Press the SHIFT key once.
Keys 1, 2, 3 and 4 now represent agents 5, 6, 7 and 8.
2. Press the SHIFT key again .
Key 1 now represents agent 9. Keys 2, 3, and 4 are meaningless.
3. Press the SHIFT key once more.
Keys 1, 2, 3 and 4 once again represent agents 1, 2, 3 and 4.
Table 2 further illustrates this example:
Table 2: SHIFT Key Operation for Agent Status
Key Number
1 Agent 1 Agent 5 Agent 9 Agent 1
2 Agent 2 Agent 6 none Agent 2
3 Agent 3 Agent 7 none Agent 3
4 Agent 4 Agent 8 none Agent 4
With No Shift After 1st Shift After 2nd Shift After 3rdShift
22
Need a reminder?
If you forget how many times you have pressed the SHIFT key:
1. Press SUPERKEY.
2. Press SHIFT.
The shift count appears in the display.
23
AGENT MONITORING
About Agent Monitoring
This feature allows you to monitor an agent’s conversation, either with or without
the agent’s knowledge. Typically, you use this feature to monitor an agent’s
handling of ACD calls.
Are your agents notified?
Your system may be programmed to notify agents when their calls are being
monitored. In this case, the agent hears a beep when you begin monitoring the
call. If the agent has a display telephone, your name and extension number
appear in the agent’s display for the duration of the call.
If your system is not programmed to notify agents when their calls are being
monitored, the agents do not hear a beep and the agent’s telephone display does
not indicate that monitoring is taking place.
You can just listen or you can join the conversation
When monitoring an agent, you can listen to the conversation but you can’t
speak to either the agent or the caller. Anything you say while in call monitoring
mode is not heard by either the agent or the caller. However, you can join the
conversation by forming a 3-party conference.
27
A few conditions:
Only one supervisor can monitor an agent at a time. If you try to monitor an agent who
is already being monitored you receive busy tone and BUSY appears in your display.
If the agent puts the caller on hold (hard hold or temporary hold) anytime during the
conversation, you are removed from the call and your monitoring session ends.
Note that while you are monitoring an agent, you can’t make or receive calls.
Anyone who calls your telephone while you are monitoring an agent receives
busy tone. The caller can set a callback, but is unable to camp on or override
your monitoring session. If you want to place an outgoing call, you must first
cancel your monitoring session.
To monitor an agent:
1. Enter the ACD Monitor feature code.
2. Enter the agent’s identification number.
If the agent is on an ACD call, you begin monitoring the call. INTRUDING
followed by the agent’s extension number appears in your display (for
example, INTRUDING 1234).
If the agent is waiting for an ACD call, you hear busy tone and the agent’s
extension number followed by the words IS IDLE are shown in your
telephone display (for example, 1234 IS IDLE).
3. Press TRANS/CONF to form a 3-party conference with the agent and
the calling party
-orPress CANCEL to end the monitoring session.
NOTE: If you wish to continue monitoring an agent after exiting the conference,
you must set up the monitor again.
If, during a monitoring session, the agent puts the call on hold, transfers
the call, or ends the call, DISCONNECTED appears in your telephone
display and the monitoring session is terminated.
28
Agent Help
An agent can request your assistance during an ACD call. An agent might
summon your assistance if, for example, a caller is abusive or threatening. If you
receive an agent’s request for help, you may want to monitor the call or perhaps
have the conversation recorded. If you initiate a monitoring session in response
to a help request, the agent is always alerted when the session begins.
Responding to a HELP request
When an agent requests HELP, your telephone rings and HELP followed by the
agent’s identification number and extension number appears in your telephone
display. To respond:
1. Lift the handset to monitor the call.
2. Press TRANS/CONF to form a conference with the two parties
-orPress CANCEL to end the monitoring session.
If your telephone is busy
Your telephone rings briefly and HELP followed by the agent’s identification
number is displayed.
NOTE: The monitoring session is cancelled automatically when the call is ended
or when you go on hook.
If you receive a request for help from an agent whom you are currently
monitoring, HELP followed by the agent’s identification number appears
in your telephone display, indicating that the agent needs assistance.
If a request for help is sent to another supervisor from an agent whom
you are currently monitoring, you’ll continue to monitor while the other
supervisor receives busy tone.
29
REPORTS AND INDICATORS
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 # NON ACD 8 Number of non-ACD calls made/answered by group
5 NON ACD 01:12 Average duration of non-ACD calls
6 # MADE BUSY 2 Number of times agents made busy
7 AVG BUSY 03:42 Average duration of make busy state
8 # ON HOLD 4 Number of ACD calls put on hard hold
9 AVG HOLD 00:51 Average duration of ACD calls on hard hold
* The condensed queue status report available to supervisors at key ”0“ consists
of the following information displayed from left to right:
• Number of ACD calls answered by the group.
• Number of abandoned ACD calls.
• Number of agents logged in.
• Number of times agents made busy.
• Number of non-ACD calls handled by the group.
The report available to senior supervisors at key ”0“ consists only of ”Number of
agents logged in“ and not the condensed report that is available to a supervisor.
33
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 # NON ACD 3 Number of non-ACD calls made/answered by agent
5 NON ACD 01:27 Average duration of non-ACD calls
6 # MADE BUSY 4 Number of times agents made busy
7 AVG BUSY 03:42 Average duration of make busy state
8 # ON HOLD 5 Number of ACD calls put on hard hold
9 AVG HOLD 00:32 Average duration of ACD calls on hard hold
34
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 time periods Slow flash
Calls waiting longer than 2nd threshold time period Pulsed flash
Calls have overflowed Fast flash
Agent Status Agent logged out Off
Agent logged in - no calls waiting Pulsed flash
Agent telephone made busy Fast flash
Agent on ACD call On
Agent on no n-ACD call Slow flash
Holding an ACD call On
After call work timer On
Shift Shift not activated Off
Shift activated On
35
ADDITIONAL FEATURES
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.
Transferring a call:
1. While on a call, press TRANS/CONF.
2. Dial the number of the third party.
3. Hang up
-orWait until the called party answers and then introduce the caller being
transferred. After introducing the caller, hang up. If you receive busy
tone or no answer, press CANCEL to return to the original call.
Setting up a 3-party conference:
1. While on a call, press TRANS/CONF.
2. Dial the number of the third party.
3. When the called party answers, introduce the conference.
4. Press TRANS/CONF to form the conference.
39
Making a directed page:
1. Dial the Direct Paging feature access code,
-orPress the DIRECT PAGE key.
3. Dial the extension number, or press the DSS key of the party being
paged.
Broadcast your message.
40
TM
, ® Trademark of Mitel Networks Corporation.
© Copyright 2004, Mitel Networks Corporation.
All rights reserved.
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