Mitel SX200 EL, SX200 ML User Guide

ACD TELEMARKETER®
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.

™ Trademark of Mitel Networks Corporation.

© Copyright 2001, Mitel Networks Corporation.

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Contents

Getting Started

Introduction 6
Using a Headset 7
Logging In/Out 10

Queue Status

Queue Status at a Glance 12

Displaying a Group’s Queue Status 13
Displaying Reports 14
Scrolling Through Reports 15
About the Shift Key 16

Agent Status

About Agent Status Keys 20
Agent Status at a Glance 21
Displaying an Agent's Status 22
Displaying Agent Status Reports 23
About the Shift Key 24

Agent Monitoring

About Agent Monitoring 28
Agent Help 30

Reports and I ndicators

Queue Status Reports 32
Agent Status Reports 33
Status Indicators 34

Additional Features

Some Additional Features 36

3

4

GETTING STARTED

5

Introduction

This guide provides instructions for using ACD supervisor and senior supervisor
features on SUPERSET 4150 telephones. Refer to your SUPERSET 4150 User
Guide for a description of your telephone, and non-ACD features.

Some of the personal keys on your set 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 set.

One or more agent groups?

You’ll have one QUEUE STATUS key programmed on your set 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
set.

AGENT STATUS keys are not available on senior supervisor sets.

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 any time by pressing SUPERKEY.

6

Using a Headset

Note: Your system administrator may have enabled full-time headset operation
on your telephone. Telephones 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 (PN 9132-800-500-NA) plugs into
the dedicated headset jack (the jack nearest the front of the set).

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 set 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 set 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.

7

To Install a Headset with Feature Control Switch

IMPORTANT NOTE: MITEL’s Headset with Feature Control Switch (PN 9132­800-500-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 quick­disconnect 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 set upside down.

2. Plug the headset cord into the headset jack (the jack nearest the front
of the set).

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 set 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 telephones 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).

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):

• 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.

9

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 set’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 set display.
If you’re unsuccessful, you hear error tone (continuous beeps) and

INVALID, NO ACCESS, or INVALID KEY appears on your set 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.

10

QUEUE STATUS

11