Mitel SX 200 DIGITAL Pabx General Descriptions Manual

							6. ACD AGENT SETS
6.1This section of the practice describes the ACD ZELEMARKETER fea-
tures on 
SUPEf?SE~4 telephones used by ACD agents, and includes descrip-tions of:
l special feature keys,
l set displays,
l reports, and
0 set operation.
The information in this section is aimed at those planning an ACD installa-
tion, setting up an ACD system, and operating the sets in an existing system.
FUNCTIONS
6.2Each logged in agent uses a SUPERSET telephone that is normally
programmed with one line select key assigned as a MAKE BUSY key, and a
second as a QUEUE STATUS key. The agent set is also equipped with a HELP
softkey. The following subsections describe the functions of these keys andtheir operation.
LOGIN/LOGOUT
6.3The system routes calls to an agent only after the agent logs in to the
ACD system. Once the agent has logged in, the system recognizes the agent as
being a member of a specific Agent Group. Refer to topics 
Login and Logout
in Section 5 for details and conditions.
Login
Logout
MAKE BUSY KEY
Purpose6.4To 
login, the agent dials an access code followed by the ID number
assigned through the Agent Group Form in CDE. ACD 
LOGIN appears briefly
in the display and the agent hears dial tone.
6.5To 
logout, the agent dials the access code again. ACD LOGOUT ap-
pears briefly in the display, and the agent hears dial tone.
6.6Every Agent set should be preprogrammed with one line select key
allocated as a MAKE BUSY feature key. Turning on the Make Busy feature pre-
vents ACD calls from ringing the set. Normal operation of the set is not af-
fected and calls in progress are not disrupted when Make 
Busyis activated. An
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							ACD TELEMARKET.ER Application Package
Agent handling an ACD call can turn on Make Busy, and end the call. The set
remains in the Make Busy state until canceled by the Agent.
LCD Indicator
6.7The LCD indicator beside the Make Busy key remains lit when the set is
in the Make Busy state. Figure 
6-l shows examples of all the LCD indicators
associated with the ACD feature.
KeyStatusLCD SymbolPrime LineIdle
q
Busy3aQueue StatusNo Calls in Queue
0Calls Waiting Before First Threshold Period
ElCalls Waiting Between First and Second
Threshold Periods
qCalls Waiting Longer Than Second Threshold
Period
qQueue StatusCalls Have Overflowed
@loIsIAlternating
Agent StatusAgent Logged Out
0Agent Logged In 
- No Calls Waiting
@IAgent Set In Make Busy Status
q lIlsl
FlashingAgent on ACD Call
IAgent on Non-ACD Call
qACD Call on Hold
IOFlashingAfter-Call Work Timer
Will
FlashingShift KeyShift Not Activated
0Shift Activated
Figure 6-l LCD Status indicators on SUPERSET Telephone620 6-2
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							ACD Agent Sets
Key
Make BusyStatusLCD Symbol
In Make Busy
Not in Make Busycl
Figure 6-l LCD Status indicators on 
SUPERSET Telephone
(continued)
Operation6.8To turn on Make Busy, press the Make Busy key. To cancel Make Busy,
press the Make Busy key again. The LCD beside the Make Busy key remains lit
while the set is in a Make Busy state. When calls ringing the set are not an-
swered within the period specified by the Call Forward No Answer Timer in
the agent’s COS, the system places the set in Make Busy, and lights the LCD
beside the Make Busy key to advise the Agent of the Make Busy state. The
agent must press the Make Busy key to cancel the Make Busy state.QUEUE STATUS KEY
Purpose6.9The QUEUE STATUS key, and the LCD beside the key, serve two func-
tions in showing the agent the current status of the call waiting queue, and
the load condition of the queue.
6.10 The LCD beside the QUEUE STATUS key continuously shows the load con-
dition of the agent queue. The LCD is off if there are no calls waiting for an
idle agent. When ACD calls are waiting to be answered the LCD lights to indi-
cate the queue status based on predefined threshold levels defined for the
agent’s group.
LCD Indicator
*
The LCD is updated periodically to indicate when a call remains waiting in the
queue beyond an assigned threshold time. Two status threshold times are
programmed in CDE for each Agent Group. As the timers expire, the LCD is
updated to inform the agent of the workload. Figure 
6-1 shows each of the
LCD symbols.
Operation6.11To display queue information, 
pressthe QUEUE STATUS key. The main
display on the set shows the queue number, the number of ACD calls waiting
in the queue, and the longest call waiting time. The example below shows
group number 
1, with 10 calls in the queue waiting to be answered. The old-
est call has been waiting for 3 minutes and 16 seconds.
Q:Ol10 cw03:16EXIT
NAME
HELP+
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							ACD TfLElblARKETfR Application PackageEXIT 
softkey: Pressing the EXIT softkey terminates the QUEUE STATUS display.
Name softkey: The NAME softkey appears if the group was assigned a name
during CDE. Pressing the NAME 
softkey displays the group name.HELP 
SOFTKEY
6.12During an ACD call all Agent sets display the HELP prompt. Help al-
lows the Agent, while involved in an ACD call, to request that a supervisor
monitor the call. The Agent may also tape the call by pressing the HELP 
soft-
key and dialing the directory number of a recording device.Monitoring
6.13While monitoring, the supervisor cannot be heard by either the ACD
caller or by the Agent. If the Silent Monitor Beeps option is enabled, a mes-
sage is displayed on the Agent’s set and the Agent hears a short beep when
the supervisor has answered the help request. If Silent Monitor Beeps is dis-
abled, the agent does not hear the beeps and no message appears on the
agent’s set. In either case, the monitoring is transparent to external ACD cal-
lers.
Operation6.14
To request help while involved in an ACD call, the Agent presses the
HELP 
softkey. The display changes to CALL SUPERVISOR. If the Agent is report-
ing directly to a Senior Supervisor the display shows CALL SENIOR S. 
Softkey
prompts are provided for confirmation.
The Agent responds by pressing one of the softkeys: YES, NO, or EXIT.
lPress the YES softkey to complete the help request call to the Supervisor,
lPress the NO softkey to select another Help destination, or
lPress the EXIT softkey to terminate the request for help.
When the Agent presses the NO 
softkey, the set display prompts ENTER NUM-
BER. The Agent must dial a valid destination number or press a programmed
speedcall key. The only 
valid destinations are IDS for supervisors or senior su-
pervisors, and access codes for recording hunt groups. Once a valid number
has been entered the set displays the CALL prompt, and the agent presses the
CALL 
softkey to complete the call.
When the destination begins ringing, the Agent set displays HELP RE-
QUESTED. When the help request is answered the agent set display changesto ‘XXXXX MONITORING’, where ‘XXXXX’ is the helper’s extension number.
The person or recording device responding to the help call is automatically
placed in a “listen only” state. A supervisor or senior supervisor may break
into the conversation by pressing the CONF (conference) 
softkey.If the destination is unavailable the Agent set displays DESTINATION BUSY.
The ENTER NUMBER prompt is shown again to enable the Agent to redirect
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							ACD Agent Sets
The agent must enter the number of a Supervisor or a Senior Supervisor, or
the access code for a recording group. Entering any other number results in a
set display of INVALID.
When an unprogrammed speed call key is used to place a help call, the set
responds with INVALID.
AUTO ANSWER
6.15The agent’s set can be programmed with a COS option to auto-an-
swer when a call arrives at the set. The auto-answer process is described be-
low.
1. Call arrives at free agent.
2. The agent’s 
SUPfRSfT4 station gives a burst of ringing.
3. The Agent’s 
SUPERSET telephone answers the call, and the two parties
are connected.
4. At the completion of the call, the external party hangs up.
5. Agent 
SUPERSET gives a hang up tone (Miscellaneous Tone). (See Note
below.)6. The After Work Timer starts.
7. When After Work Timer expires, a new call is waiting.
8. Agent 
SUPfRSfT4 telephone gives a burst of ringing.
9. Agent 
SUPERSET telephone answers the new call, and the two parties are
connected.
This sequence repeats for all new calls.
Note: Agents occasionally mistake the hang-up tone, which indicates the
end of a call, for a burst of ringing indicating a new call. This can lead
to confusion as the agent is actually on the After Work Timer rather
than answering a new call.
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							7. ACD SUPERVISOR SET7.1This section of the practice describes the ACD TELEMARKETER fea-
tures on 
SUPERSET telephones used by ACD Supervisors, and includes de-
scriptions of:
l special feature keys,
l set displays,
l reports, and.
0 set operation.
The information in this section is aimed at those planning an ACD installa-
tion, setting up an ACD system, and operating the sets in an existing system.
Refer to Section 5, ACD Set Description 
- General, for descriptions ofACD TELEMARKETER features common to all positions.
FUNCTIONS
7.2Once logged in to the ACD system, the supervisor set may establish a
call monitor on an agent, respond to a help request from an agent, and dis-
play status reports for both agent queues and individual agents. The follow-
ing subsections describe 
login/logout sequences, as well as supervisor setfunctions and operation.
LOGIN/LOGOUT
7.3The system recognizes a supervisor only after the supervisor logs in to
the ACD system. Once logged in, the set takes on the proper-ties assigned to
the supervisor through CDE. Refer to 
Login/Logout in Section 5 for details andconditions.
Login7.4To login, the supervisor dials an access code followed by the ID num-
ber assigned through the ACD Supervisor Form in CDE. ACD 
LOGIN appears
briefly in the display and the supervisor hears dial tone.
Logout7.5To log out, dial the access code again. ACD LOGOUT appears briefly in
the display, and the supervisor hears dial tone.
CALL MONITORING
7.6The Call Monitoring feature allows the Supervisor to listen-in on an
agent’s conversation. During a call monitor the system gives the supervisory
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Restrictions7.7The monitoring can be performed on any line and on any agent con-
versation that can be overridden. Monitoring is not 
permitted,.for example,.
on S-party calls, held calls and conferences. 
Keyline privacy is ignored for the
Call Monitor. set a one-way audio path, thus preventing the agent and the caller from
hearing the Supervisor.Enable Monitoring 7.8
To enable monitoring;
lassign an ACD Silent Monitoring access code in the Feature Access Code
CDE form, and
l turn on System Option 42 ‘ACD Silent Monitoring’.
If agents are to be notified when a monitor is in progress, enable System Op-tion 43 -ACD Silent Monitoring Beeps. When the monitoring starts, the
agent hears beeps and the set displays the extension number of the monitor-
ing set followed by “MONITORING”.Operation
7.9The Supervisor initiates a call monitor by dialing the ACD Monitor ac-
cess code, followed by the agent’s ID code.l
If the agent set is idle, the supervisor’s set displays the message “XXXXX IS
IDLE”, where 
“XxXxX” is the extension number of the agent’s set.
lIf the agent is in a call, and call monitor begins, the supervisor’s set displays
“XXXXX MONITORING”, where 
“XxXxX” is the extension number of the
agent‘s set
lAn agent may be monitored by only one supervisor at a time. A supervisor
attempting to monitor an agent who is already being monitored receives
busy tone and the set displays “XXXXX BUSY”.l
An illegal user attempting to set up a monitor results in a set display of
* NO ACCESS”.
aAn attempt to monitor an agent who is not logged in results in a set dis-play of “INVALID # 
*.
lAttempting to monitor an agent who has Do Not Disturb activated and is
idle, results in the supervisor’s set displaying “DND”.
At any time while monitoring, the supervisor may enter the conversation by
pressing the CONF 
softkey. The monitoring session is ended by pressing the
HANG UP 
softkey. If the agent interrupts the conversation by placing the call-
er on hold, or terminating or transferring the call, the supervisor’s set displays
“KICKED OFF”, and the system gives re-order tone.
HELP CALL FEATURE7.10
The Help Call feature is similar to the Call Monitor, except that it is
initiated by the agent. Supervisors receiving a Help request get an audible
and visual indication on their 
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							ACD Supervisor Set
Operation: When an agent initiates a Help request, the Supervisor’s set rings
and the display changes to ‘HELP’ followed by the agent’s name and ID num-
ber. When the Supervisor lifts the handset a monitor begins. To form a con-
ference with the Agent and ACD caller, the Supervisor must press CONF.
If a Help request is sent to a busy supervisor set, the set rings and displays
‘HELP’ with the agent’s name and ID. The supervisor, however, can only han-
dle the request after terminating the current call.SUPERVISOR SET KEYS
7.11The requirements for the keys on a Supervisor’s set are determined by
the number of Agent Groups being supervised, and the number of Agents in
each group. The feature keys for the Supervisor position are QUEUE STATUS,
AGENT STATUS, and SHIFT.
The function of the feature keys depends on the number of Agent Groups
reporting to the Supervisor. The following descriptions are divided into two
scenarios; Supervisors with only one Agent Group, and Supervisors with more
than one group.SUPERVISOR SET 
WiTH ONE AGENT GROUP
7.12
If the Supervisor is responsible for only one agent group, the set re-
quires one QUEUE STATUS key. The remaining keys on the 
SUPERSET tele-
phone can be assigned as AGENT STATUS keys, one for each agent in the
group.
If a Supervisor has more agents than available keys, the system provides a
SHIFT key. This may also be the case should a Supervisor prefer to use the keys
for speedcall. The SHIFT key, described below, works in conjunction with the
AGENT STATUS key.
Queue Status Key
7.1.3The QUEUE STATUS key, and the LCD beside the key, serve two func-
tions in showing the supervisor the current status of the call waiting queue,
and the load condition of the queue.
LCD indicator: The LCD beside the QUEUE STATUS key continuously shows the
load condition of the agent group reporting to the supervisor. The LCD is off
if there are no calls waiting for an idle agent. When ACD calls are waiting to
abe answered the LCD lights to indicate the queue status based on predefined
threshold levels defined for the group.
The LCD is updated periodically to show when a call remains waiting in the
queue beyond an assigned threshold time. Two status threshold times are
programmed in CDE for each Agent Group. As the timers expire, the LCD isupdated to inform the agent of the workload. Figure 7-l shows each of the
LCD symbols for Queue Status.
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W
Queue StatusStatus
No Calls in Queue
Calls Waiting Before First Threshold
Calls Waiting Between First and Second
Thresholds
Calls Waiting Beyond Second Threshold
Calls Have Overflowed to Next GroupLCD Symbol
q ln@lAlternating
Figure 7-l LCD Queue Status Indicators on 
SUPERSET Telephone
Operation: The QUEUE STATUS key displays the current status of the Agent
Group reporting to the Supervisor.
Press the key to display a summary of queue activity.
The set displays the queue number, the number of ACD calls in the queue
waiting to be answered, and the length of time the oldest call has been wait-ing. 
.
The following example shows Queue number 1, with 10 calls in the queue
waiting to be answered, and the longest waiting call has been in the queue
for 3 minutes and 16 seconds.
IQ : 0 ‘I’10 CW 03:161 NAME 
/ HELP /7.14
At this point, the following softkeys are available:l
EXIT: terminates the QUEUE STATUS display.
0NAME: displays the name of the Agent Group, if a name was assigned dur-
ing CDE.
lHELP: Displays information to remind the supervisor which dial pad key
generates each supervisor report. Refer to Help 
softkey below.~l 
+ : Move forward to next report
Press the forward arrow softkey to scroll through the remaining queue re-
ports, or dial a number to select specific data. Table 7-l shows the dial pad
keys with examples and explanations of the reports available. The three soft-
keys described at the bottom of the table remain on the set during the QUEUE
STATUS application.
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