Mitel 4125 User Manual

ACD 2000 Agent/Supervisor/Senior Supervisor Guide for the Superset™ 4025/4125

10Feature Access CodesMany features can be activated or disabled by Feature Access codes when noFeature Keys are programmed for this purpose.Contact y

11ACD 2000 AGENT FEATURESANDCAPABILITIES

12What are Agent Groups?ACDAgents are normally grouped together to handle incoming telephone callsthat are associated with particular functions or dep

13Taking a Break from Calls (Make Busy Feature) describes the procedure forplacing your set in a pause mode when you need to be away from your set for

14Logging InAutomatic Call Distribution (ACD) 2000 calls are directed to Logged In Agentsonly. ACD calls are not directed to a telephone set where the

15When You Are Ready to Log InTo log in, perform the following tasks:1. Press the SuperKey Function Key. The prompt AGENT LOGIN?Appears.2. Press the Y

16Displaying Agent Log-In InformationIt is possible to display and verify Log-In information when you are logged in to aset. The information displayed

17Logging OutLogging out returns the set to Make Busy and it no longer receives AutomaticCall Distribution (ACD) calls, since ACD calls are directed t

18Answering CallsAnswering ACD calls is not unlike answering regular calls on the SUPERSET4025/4125 set. When the telephone rings, the indicator besid

19Using the Auto Answer FeatureYou may prefer to answer your calls automatically using the Auto Answerfeature, for either handset or headset operation

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

20Using a HeadsetNote: Your system administrator may have enabled full-time headset operationon your telephone. Telephones with full-time headset oper

21To return to handset operation, perform the following tasks:1. When the telephone is not in use, lift the handset from the cradle andcarefully turn

22To return to handset operation, perform the following tasks:1. When the telephone is not in use, lift the handset from the cradle andcarefully turn

23Using and Canceling the Work TimerThe Work Timer provides a delay after each ACD call, before the next call isdirected to you. This gives you a cert

24Taking a Break from Calls(Make Busy Feature)The way to temporarily restrict your set from receiving calls is to activate theMake Busy feature. The m

25Getting HelpWhenever you are in a conversation on an Automatic Call Distribution (ACD) call,you can request help from an ACD Supervisor. The type of

26Canceling HelpWhile waiting for the Supervisor to respond to your Help request, you can cancelthe Help request before it is answered by pressing the

27Queue Threshold AlertThresholds are programmed into the ACD system to provide a basis for alertingAgents and Supervisors that calls have waited long

28Queue StatusAgents may access the following queue-status information about their Group(Supervisors may query more than one Group):• the number of a

29ACD TELEMARKETER 2000SUPERVISOR FEATURES ANDCAPABILITIES

3ContentsGeneral Information About this Guide 5What is Automatic Call Distribution (ACD)? 6About Your SUPERSET 4025/4125 7Personal Keys 7Line Sele

30What is the Supervisory Position?The Automatic Call Distribution (ACD) Supervisor position is for individuals whoare responsible for the supervision

31Queue Threshold Alert / Queue StatusSupervisors may need to be alerted when any of two or more Agent Groups haveexceeded programmed limits. For thi

32Silent Agent and Group MonitoringSilent monitoring allows you to listen to conversations between Agents and ACDcallers, or between Agents and ACD ca

33Using Silent Monitoring for Individual AgentsSilent Monitoring can be performed on- or off-hook.To establish this type of Silent Monitor, perform th

34If a conversation is in progress or begins, you will hear Conference toneprior to the conversation, and the display will show the Group number andth

35ConferencingThis feature allows you to join into a conversation that is being monitored. You,the Agent, and the ACD caller are joined in conversatio

36Responding to HelpAs a Supervisor, Help requests are made to you by Agents under yoursupervision. These Help requests are initially for you to silen

37What Happens in a Help RequestWhen you receive a Help request from an Agent, your set emits a triple ring.HELP is displayed, followed by the Extensi

38System Reporting CapabilitiesThe SX-2000 system is capable of producing many reports that can be used asmanagement tools to study the effectiveness

39• Agent Log-In: Records each time an Agent successfully logs in.• Agent Log Out: Records each time an Agent successfully logs out.• Set Do Not Distu

4ACD 2000 Supervisor Features and Capabilities 29What is the Supervisory Position? 30Queue Threshold Alert / Queue Status 31Silent Agent and Group M

40Personal DirectoryYour Extension Number:____________________Your Agent I.D. Number:____________________Your Supervisor I.D. Number:________________Y

41Notes

5General Information About this GuideThis guide describes operation of the Automatic Call Distribution (ACD) 2000Feature Package on a SUPERSET 4025/41

6What is Automatic Call Distribution (ACD)?The Automatic Call Distribution (ACD) 2000 Feature Package is offered by theSX-2000 INTEGRATED COMMUNICATIO

7About Your SUPERSET 4025/4125 TelephonePersonal KeysAt the bottom of your SUPERSET 4025/4125 there are two rows of PersonalKeys. The first Personal K

8Line Status IndicatorsThe Line Status indicators are located on the outside edge of each Personal Key.These LED indicators show you the status of the

9The SuperKey and SoftkeysSoftkeys are the three keys located directly beneath the main display. You canuse the Softkeys to select the related prompt