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ACD
SUPERVISOR / SENIOR SUPERVISOR
User Guide for the 5020/5220 IP and Superset™ 4025/4125
Telephones
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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.
Copyright 2004, MITEL Corporation. All rights reserved.
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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 .............................
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GETTING STARTED
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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 s
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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). T
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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 carefu
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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
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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 telephon
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QUEUE STATUS
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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
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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.
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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 associ
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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 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 or key to display different reports for the same agent -or- Press FWD or BACK to display the same report for other agents in the group. 5. Press NAME at anytime to display th
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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 SHI
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Table 1 further illustrates this example: Table 1: SHIFT Key Operation for Queue Status Key Number With No Shift After 1st Shift After 2nd Shift After 3rd Shift 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 Need a reminder? If you forget how many times you have pressed the SHIFT key: 1. Press SUPERKEY. 2. Press SHIFT. The shift count ap
