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

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.

12

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:
a) the agent group number and NAME
b) the NUMBER OF AGENTS logged in to the group
c) t he longest time that a call has been in the queue (LONGEST

CALL)

d) the number of CALLS WAITING in the queue.

2. Press another QUEUE STATUS key to display queue information for
another agent group

-or­Press SUPERKEY to exit.

13

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 the Agent Status softk ey.
The st atus of the first agent in the grou p is displ ayed. Th e Agent S tatus

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.

14

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 data

appears in the top line of the display.

2. Press a key on the dial pad.
The report associated with that key is displayed.

3. Press the Next Report or Previous Report softkey to scroll through
the queue status reports.

To scroll through agent status reports:

1. Press a QUEUE STATUS key.

2. Press the Agent Status softk ey.
The identification number, name, and status of the first agent in the group

is displayed. The Agent Status 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 Next Report or Prev Report softkey to display different
reports for the same agent

-or­Press the Next Agent or Prev Agent softkey to display the same
report for other agents in the group.

15

About the SHIFT Key

If you’re responsible for more agent groups than there are QUEUE STATUS
keys on your set, 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 set, 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.

Table 1 further illustrates this example:

16

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.

17

18

AGENT STATUS

19

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 set 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).

20

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.

21

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 age nt’s identification number, name, and status appears in the

display. An agent can be in any one of the following states:
LOGGED OUT - agent is logged out
NO CALLS WAITING - agent is waiting for an ACD call
ON ACD CALL - agent is on an ACD call.
AFTER-CALL WORK - agent is completing work from an ACD call (work

timer)
NON-ACD CALL OR IN DND - agent is on a non-ACD call
ACD CALL ON HOLD - agent has an ACD call on hold
MAKE BUSY - agent’s set is in make busy state

2. Press the Next Agent or Prev Agent softkey to display the status of
other agents in your group.

3. Press SUPERKEY to exit.

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 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 Next Report or Prev Report softkey to scroll through the
agent status reports.

4. Press the Next Agent or Prev Agent softkey to display the same
report for other agents in your group.

5. Press another AGENT STATUS key

-or­Press SUPERKEY to exit.

23

About the Shift Key

If you’re responsible for more agents than there are AGENT S TATU S keys on
your set, 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 set, 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

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.

24

AGENT MONITORING

25

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 set, 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 set 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.

26

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 set 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 set
display (for example, 1234 IS IDLE).

3. Press the Trans/Conf softkey to form a 3-party conference with the
agent and the calling party

-or­Press Exit 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 set display
and the monitoring session is terminated.

27

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 set display.
To respond:

1. Lift the handset to monitor the call.

2. Press Trans/Conf softkey to form a conference with the two parties

-or­Press Exit to end the monitoring session.

If your set is busy

Your set 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 set 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.

28

REPORTS AND INDICATORS

29

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 group
3 AVERAGE DURATION OF ACD CALLS 02:36 Average duration of ACD calls
4 NUMBER OF NON-ACD CALLS HANDLED: 8 Number of non-ACD calls made/answered by group
5 AVERAGE DURATION OF NON-ACD CALLS 01:12 Average duration of non-ACD calls
6 NUMBER OF TIMES AGENTS MADE BUSY: 2 Number of times agents made busy
7 AVERAGE DURATION OF BUSY STATE 03:42 Average duration of make busy state
8 NUMBER OF ACD CALLS PUT ON HARD HOLD: 4 Number of ACD calls put on hard hold
9 AVERAGE HOLD DURATION OF ACD CALLS 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.

30

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 NON-ACD CALLS HANDLED: 3 Total non-ACD calls made/answered by agent
4 AVERAGE DURATION OF NON-ACD CALLS 01:27 Average duration of non-ACD calls
5 NUMBER OF TIMES AGENT MADE BUSY: 4 Number of times agents made busy
6 AVERAGE DURATION OF BUSY STATE 03:42 Average duration of make busy state
7 NUMBER OF ACD CALLS PUT ON HARD HOLD: 5 Number of ACD calls put on hard hold
8 AVERAGE HOLD DURATION OF ACD CALLS 00:32 Average duration of ACD calls on hard hold

31

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 set 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

32

ADDITIONAL FEATURES

33

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 the Trans/Conf softkey.

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 Back to Held softkey to return to the ori gin a l
call.

Setting up a 3-party conference:

1. While on a call, press the Trans/Conf softkey.

2. Dial the number of the third party.

3. When the called party answers, introduce the conference.

4. Press the Conference softkey to form the conference.

34

Making a directed page:

1. Press the Dir ect Page feature key.

2. Dial the extension number, or press the DSS key of the party being
paged.

3. Broadcast your message.

35

Notes

36