Mitel SUPERSET 4025 User Manual

User Guide for the 5020/5220 IP and Superset™ 4025/4125 TelephonesACD SUPERVISOR / SENIOR SUPERVISOR

6Handling Calls with a Headset (no Feature Control Switch):To answer a call (when Auto Answer is disabled):• Press the flashing Line Select key.To han

7Logging In / OutYour system administrator should have assigned you an identification number.Your identification number allows you to access the ACD s

QUEUE STATUS

11Queue Status at a GlanceThe indicator beside a QUEUE STATUS key shows the current status of the callwaiting queue for the associated agent group. Re

12Displaying ReportsYou can display queue status reports for your agent group. Refer to Table 3 inthe Reports and Indicators section for a list of the

13Which 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.T

14To 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

15About the SHIFT KeyIf you’re responsible for more agent groups than there are QUEUE STATUSkeys on your telephone, you must use the SHIFT key to acce

16Table 1 further illustrates this example:Table 1: SHIFT Key Operation for Queue Status Key NumberWith No Shift After 1st Shift After 2nd Shift Afte

AGENT STATUS

19About Agent Status KeysAGENT STATUS keys allow you to monitor the current status of individualagents. You will only have agent status keys programme

20Displaying an Agent’s StatusThe AGENT STATUS key allows you to display an agent’s current status. Todisplay information about an Agent's status

21Displaying Agent Status ReportsYou can display agent status reports by pressing keys on the dial pad.To display agent status reports:1. Press an AGE

22About the Shift KeyIf you’re responsible for more agents than there are AGENT STATUS keys onyour telephone, you can use the SHIFT key to access the

23Need 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.

AGENT MONITORING

DUE TO THE DYNAMIC NATURE OF THE PRODUCT DESIGN, THE INFORMATION CONTAINED INTHIS DOCUMENT IS SUBJECT TO CHANGE WITHOUT NOTICE. MITEL CORPORATION, ITS

27About Agent MonitoringThis feature allows you to monitor an agent’s conversation, either with or withoutthe agent’s knowledge. Typically, you use th

28A few conditions:Only one supervisor can monitor an agent at a time. If you try to monitor an agent whois already being monitored you receive busy t

29Agent HelpAn agent can request your assistance during an ACD call. An agent mightsummon your assistance if, for example, a caller is abusive or thre

REPORTS AND INDICATORS

33Queue Status ReportsTable 3: Queue Status ReportsKey Number Sample Display Description0 16 2 10 2 8 Condensed queue status report*1 WAIT TI

34Agent Status ReportsTable 4: Agent Status ReportsKey Number Sample Display Description0 398 Bob Agent identification number and name1 WAIT TIME

35Status IndicatorsThe following table illustrates the behavior of line status indicators.Table 5: Status IndicatorsKey Status IndicatorsPrime Line

iContentsGetting StartedIntroduction...3Using a Headset ...

ADDITIONAL FEATURES

39Some Additional FeaturesInstructions for performing commonly used features are given below.Placing a call on hold:1. Press the red HOLD key.The stat

40Making a directed page:1. Dial the Direct Paging feature access code,-or-Press the DIRECT PAGE key.3. Dial the extension number, or press the DSS ke

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GETTING STARTED

3IntroductionThis guide provides instructions for using ACD supervisor and senior supervisorfeatures on Mitel Networks 5020 IP, 5220 IP, SUPERSET 4025

4Using a HeadsetNote: Your system administrator may have enabled full-time headset operationon your telephone. Phones with full-time headset operation

5To Install a Headset with Feature Control SwitchIMPORTANT NOTE: MITEL’s Headset with Feature Control Switch must beinstalled in the dedicated headset