Mitel 4125 User's Guide

ACD TELEMARKETER® Supervisor / Senior Supervisor Guide for the Superset™ 4025/4125

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

Queue Status

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

Displaying a Group’s Queue StatusA QUEUE STATUS key allows you to display an agent group’s queue status.1. Press a QUEUE STATUS key.The following info

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

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

Scrolling Through ReportsYou can also scroll through queue status reports and agent status reports.To scroll through group status reports:1. Press a Q

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

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

AGENT STATUS

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

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

Agent Status at a GlanceThe indicator beside an AGENT STATUS key shows the current status of theagent. Refer to Table 5 in the Reports and Indicators

Displaying an Agent’s StatusThe AGENT STATUS key allows you to display an agent’s current status. Todisplay information about an Agent's status:1

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

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

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.

AGENT MONITORING

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

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

ContentsGetting StartedIntroduction 6Using a Headset 7Logging In/Out 10Queue StatusQueue Status at a Glance 12Displaying a Group’s Queue Status 13D

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

REPORTS AND INDICATORS

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

Agent Status ReportsTable 4: Agent Status ReportsKey Number Sample Display Description0 398 Bob Agent identification number and name1 WAIT TIME 0

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

ADDITIONAL FEATURES

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

Making 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 key

Notes

Getting Started

IntroductionThis guide provides instructions for using ACD supervisor and senior supervisorfeatures on SUPERSET 4025 telephone. Refer to your SUPERSET

Using a HeadsetNote: Your system administrator may have enabled full-time headset operationon your telephone. Telephones with full-time headset operat

To Install a Headset with Feature Control SwitchIMPORTANT NOTE: MITEL’s Headset with Feature Control Switch (PN 9132-800-500-NA) must be installed in

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