Mitel SX2000 LIGHT User Guide

ACD 2000 Agent/Supervisor/Senior
Supervisor Guide
for the Superset™ 4150

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 2001, Mitel Networks Corporation.

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Contents

General Information About this Guide 5

What is Automatic Call Distribution (ACD)? 6

About Your SUPERSET 4150 7

Personal Keys 7
Line Select Keys 7
What Are Line Appearances? 8
Line Status Indicators 8
Feature Keys 8
Main Display 8
The SuperKey and Softkeys 9
Function Keys 9
Feature Access Codes 10
Features Not Available 10

ACD 2000 Agent Features and Capabilities 11

What are Agent Groups? 12
Logging In 14
Displaying Agent Log-In Information 16
Logging Out 17
Answering Calls 18
Using the Auto Answer Feature 19
Using a Headset 20
Using and Canceling the Work Timer 23
Taking a Break from Calls (Make Busy Feature) 24
Getting Help 25
Queue Threshold Alert 27
Queue Status 29

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ACD 2000 Supervisor Features and Capabilities 29

What is the Supervisory Position? 30
Queue Threshold Alert / Queue Status 31
Silent Agent and Group Monitoring 32
Conferencing 35
Responding to Help 36
System Reporting Capabilities 38
Time Events Records 38
Station Message Detail Recording (SMDR) 39

Personal Directory 40

4

General Information About this Guide

This guide describes operation of the Automatic Call Distribution (ACD) 2000
Feature Package on a SUPERSET 4150 telephone set. For further information

on ACD, see ”What is Automatic Call Distribution“.
The displays shown throughout this guide are intended to be representative only.

Certain displays on the sets may differ from those shown, usually based on what
features or Class Of Service has been programmed into individual sets.

For operation of other features associated with a SUPERSET 4150 set (some of
which will work in conjunction with ACD), refer to the set guide.

IMPORTANT NOTE FOR HEADSET USERS: MITEL’s Headset with Feature
Control Switch (PN 9132-800-500-NA) must be installed in the dedicated
headset jack (the jack nearest the front of the set). Installation will disable
your handset microphone. Disconnecting the headset at the jack or at the
quick-disconnect plug restores handset operation.

5

What is Automatic Call Distribution (ACD)?

The Automatic Call Distribution (ACD) 2000 Feature Package is offered by the
SX-2000 INTEGRATED COMMUNICATIONS System. ACD is a method of
switching large volumes of similar calls directly to a selected group of extensions
(Agents). Up to 350 such Agents can be supported. All calls are distributed
equally among the Agents. The calls are all of a similar nature, and the Agents
are trained/equipped to provide the particular information or service the caller is
requesting.

Typical examples of ACD applications include:

• airline reservation offices

• telephone order desks for department stores

• customer service departments of telephone or cable T.V. companies

When there are more incoming calls than available Agents, the calls are routed
to recordings. The recordings may advise the callers that all Agents are busy,
and that an Agent will answer as soon as possible. Various recordings may be
provided to inform the caller as to call progress if an Agent is not accessed
immediately, or to advise the caller of information the Agent will require when
connection is established.

The SX-2000 system also directs calls to the Agent so that all Agents are given
an equal workload. A Supervisor usually oversees the operation, monitors the
activity of the Agents, and handles unusual situations which may arise.

6

About Your SUPERSET 4150 Telephone

Personal Keys

At the bottom of your SUPERSET 4150 there are two columns of Personal Keys.
The first Personal Key (the lower right-hand key) is your Prime Line key, the
telephone line that you will usually use. Your extension number is the number of
your Prime Line. Other Personal Keys can be programmed as Speed Call Keys,
Line Select Keys or Feature Keys.

Line Select Keys

Your SUPERSET 4150 telephone can accommodate up to 14 lines, including
your Prime Line (your listed number). A Personal Key can be programmed as a
Line Select Key to access each line. Line appearances on your set may be
shared with other extension users. However, you cannot intrude on any
conversation that they are having without their permission, and they cannot
intrude on any conversation you are having without your permission. Contact
your System Administrator to have Line Select Keys programmed on your set.

What Are Line Appearances?

Several lines can be set up to ”appear“ at your SUPERSET 4150. Your own line
is the Prime Line and it always appears at the lower right-hand Personal Key.
Each line that appears on your set can be used as a separate telephone line.

7

Line Status Indicators

Individual Line Status indicators are located on the outside edge of each
Personal Key. These Line Status indicators show you the status of the lines
which you have programmed on your set.

If a Personal Key has been programmed as a Feature Key, the LED status
indicator for that key will turn on when the feature is activated, and turn off when
the feature is disabled.

When a line is... the status indicator is...

Idle off
Busy solid on
Ringing flashing slowly
On Hold at your set flashing rapidly
On Hold at another set flashing in a low on, fast off cycle on your

set’s Line appearance

Feature Keys

A Personal Key can also be programmed as a Feature for quick access to an
often-used feature. When that key is pressed to turn on the feature, the status
indicator for that key will turn on.

Contact your System Administrator to have Feature Keys programmed on your
set.

Main Display

The main display, located at the top of your SUPERSET 4150, has six touch­sensitive Softkeys at the bottom and an information display area at the top. The
Redial number, the name of the feature currently active, messaging information,
and telephone system error messages are displayed in the information area.

When your telephone is idle, the current date and time of day are displayed
continuously. As soon as you make or receive a call, the display shows
information about that call, such as which line or trunk is being used, and the
duration of the call. This is useful when you are charging the cost of a call to a
customer or an account number.

8

The SuperKey and Softkeys

Softkeys are the six touch-sensitive keys appearing in the main display. The
labels on these keys change depending on the call status or feature being
accessed.

The SuperKey Function Key allows you to access the many features available
through the Softkeys. When you press the SuperKey the main display changes.
In particular, Softkey prompts in the lower half of the screen change. Prompts
appear only when they can be used and if they are available to you.

While you are in a SuperKey session, you may press the More... Softkey to
advance to the next display of Softkey prompts. To exit a SuperKey session,
press the SuperKey on once more.

Function Keys

The Function Keys are located between the main display and the personal keys.
A number of the SUPERSET 4150 features are accessed by using the Function
Keys on your telephone.

1. Hold Key (red key): for placing calls on hold.

2. SuperKey: for programming Personal Keys as Speed Call Keys,
accessing most set features, and displaying set information.

3. Speaker Key: for turning the set speaker on and off during handsfree
operation.

4. Microphone Key: for turning the microphone on or off (a privacy
feature) during a handsfree call.

5. Up Arrow and Down Arrow Keys: for changing the volume of the
handset receiver, the speaker, and the headset, the volume and pitch
of the ringer, and adjusting the contrast of the main display.

Feature Access Codes

Many features can be activated or disabled by Feature Access codes when no
Feature Keys are programmed for this purpose.

Contact your System Administrator for these and other Feature Access codes
available on your telephone system, or to have these features programmed into
your set’s Softkeys. Record your Feature Access codes in the Personal Directory
table at the end of this guide.

9

Features Not Available

There may be procedures in this guide which you cannot perform on your
telephone set, and your Softkey display may not appear exactly as in the
illustrations in this guide. You may have Softkey prompts that are not shown in
these illustrations, or you may not have all of the prompts shown here. You may
have additional functionality not described in this guide, or some features
described here may not be available to you. The reason for this is that your
company has specially selected your features and calling privileges. See your
System Administrator if you have any questions.

10

ACD 2000 AGENT FEATURES

AND

CAPABILITIES

11

What are Agent Groups?

ACD Agents are normally grouped together to handle incoming telephone calls
that are associated with particular functions or departments in an organization;
for example, Sales or Engineering. Callers are then directed to the Group that
best serves their needs. The formation of ACD call Groups with two or more
Agents in each Group then allows calls to be handled on a Group basis rather
than on an individual basis. Agents can belong to more than one Group,
however, they are allowed to log in to only one Agent Group at a time.

Agent Groups are assigned a unique 3-digit Identification (I.D.) number as well
as an Agent Group directory number. You will use both of these numbers as
discussed throughout this guide.

Agent Groups can be programmed to overflow between each other. This means
that if activated, calls that are directed to one Agent Group can be programmed
to overflow to other Agent Groups if the first Group was unavailable due to being
in an overload condition. This overflow capability allows ACD calls to be handled,
even though an Agent Group has been set in a Do Not Disturb mode.

You can have your set programmed to receive additional information concerning
Group activity. This information is called Queue Threshold Alert and Queue
Status.

The following Agent functionality is described in this section:
Logging In describes the procedure for logging in to a telephone set

programmed for Automatic Call Distribution (ACD).
Displaying Agent Log-In Information describes the procedure for displaying

your Agent I.D. number for verification after logging in.
Logging Out describes the procedure for logging out from a telephone set

programmed fo r ACD.

Answe ring Calls describes the procedure for answering ACD calls.
Using the Auto Answer Fe ature describes the feature which allows you to

answer calls automatically after one short ring.
Using A Headset describes the procedure for installing and programming a

headset for hands-free call answering.
Using and Canceling the Work Timer describes the purpose of the Work Timer

and the procedure for answering calls without waiting for the Timer to expire.

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