Mitel Superset 4150 User Manual

User Guide for the Superset™ 4150 TelephoneACD SUPERVISOR / SENIOR SUPERVISOR

8Handling 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

9Logging In / OutYour system administrator should have assigned you an identification number.Your identification number allows you to access the ACD s

QUEUE STATUS

13Queue Status at a GlanceThe indicator beside a QUEUE STATUS key shows the current status of the callwaiting queue for the associated agent group. Re

14Displaying ReportsYou can display queue status reports for your agent group. Refer to Table 3 inthe Reports and Indicators section for a list of the

15Scrolling Through ReportsYou can also scroll through queue status reports and agent status reports.To scroll through group status reports:1. Press a

16About 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

17Table 1 further illustrates this example:Table 1: SHIFT Key Operation for Queue Status Key NumberWith No Shift After 1st Shift After 2nd Shift Afte

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

AGENT STATUS

21About Agent Status KeysAGENT STATUS keys allow you to monitor the current status of individualagents. You will only have agent status keys programme

22Displaying Agent Status ReportsYou can display agent status reports by pressing keys on the dial pad.To display agent status reports:1. Press an AGE

23About the Shift KeyIf you’re responsible for more agents than there are AGENT STATUS keys on yourtelephone, you can use the SHIFT key to access the

AGENT MONITORING

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

iContentsGETTING STARTEDIntroduction...5Using a Headset ...

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 # Sample Display Description0 CONDENSED STATUS REPORT:16 2 10 2 8 Condensed queue status re

34Agent Status ReportsTable 4: Agent Status ReportsKey # Sample Display Description0 AVERAGE WAITING TIME 01:55 Average waiting time for agent1 NUMBER

ADDITIONAL FEATURES

37Some Additional FeaturesInstructions for performing commonly used features are given below.Placing a call on hold:1. Press the red HOLD key.The stat

38Notes

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GETTING STARTED

5IntroductionThis guide provides instructions for using ACD supervisor and senior supervisorfeatures on SUPERSET 4150 telephones. Refer to your SUPERS

6Using a HeadsetNote: Your system administrator may have enabled full-time headset operationon your telephone. Telephones with full-time headset opera

7To Install a Headset with Feature Control SwitchIMPORTANT NOTE: MITEL’s Headset with Feature Control Switch must beinstalled in the dedicated headset