Mitel Sx 200 Digital Pabx, Light Pabx Telemarketer Application Package Instructions Manual

ACD AGENT SETS 
This section describes the ACD TELEMARKETER features on SUPERSET 4, 
SUPERSET and SUPERSET telephones used by ACD agents. Descriptions 
of the following features are provided: 
l ACD agent login and logout 
l Agent functions 
l Special feature keys, set displays and/or indicators 
The information in this section is aimed at those planning an ACD installation, setting 
up an ACD system, and operating the sets in an existing system. 
ACD Agent Login/Logout 
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5.1 All ACD positions are...

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ACD TELEMARKETER Applications Package 
l The position must have an ACD template enabled in its Class of Service (COS). 
l The SUpERsET telephone must have no appearances of its prime line anywhere 
in the system, nor can this set have a SUPERSET 
DSS module associated with it. 
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Logout 
To logout, the agent dials the IogWlogout access code. ACD LOGOUT appears briefly 
on display sets. Dial tone indicates a successful logout. To login to another group, the 
agent dials the access code again followed...

ACD Agent Sets 
Make Busy Key 
Purpose 
I 5.3 Every agent set should be preprogrammed with one line select key (SUPERSET4) 
or personal key (SUPERSET and SUPERSET420) allocated as a Make Busy 
feature key. 
Activating the Make Busy feature prevents ACD calls from ringing the set. Normal 
operation of the set is not affected and calls in progress are not disrupted. An agent can 
press the Make Busy key when the set is idle or during a call. If the agent press the 
Make Busy key during a call, the set is...

ACD TELEMARKETER Aoolications Packaae 
Queue Status Key 
5.4 
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Purpose 
The Queue Status key and the LCD beside the key show the agent the current status 
of the call waiting queue and the load condition of the queue. 
The following operational information applies only to the SUPERSET 4 and 
SUPERsET telephone sets. Pressing the Queue Status key has no effect on the 
SUPERSET telephone. Note, however, that the LCD Indicators described below 
apply to all three telephone sets. 
Operation 
When the...

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ACD Agent Sets 
Queue Status LCD Indicators 
The LCD beside the Queue Status key on the SUPERSET 4, 
SUPERSET 4 IO and 
SUPERSE7-420 telephones indicates the load condition of the agent queue. The LCD 
is off when there are no calls waiting for an idle agent. When ACD calls are waiting to 
be answered, the LCD lights to indicate the queue status based on predefined 
threshold levels defined for the agent’s group. 
The LCD is updated periodically to indicate when a call remains waiting 
in the...

ACD TELEMARKETER Applications Package 
HELP Softkey 
5.5 
Purpose 
During an ACD call 
SUPERSET and SUPERSET agent sets display the HELP 
prompt. Help allows 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 
softkey and dialing the directory number of a recording device. This recording device 
must be a member of a hunt group. 
The HELP function is not available on the SUPERsET telephone. 
Operation 
To request...

ACD Agent Sets 
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After Work Timer 
Purpose 
5.6 When an agent completes an ACD call, a programmable “After Work Time” period is 
allotted during which the agent can complete work generated by the ACD call. 
Agents using 
SUPfRET or SUPERSE742Otelephones can cancel the “After Work 
Timer” should their work be completed before the timer expires. Cancelling the timer 
allows the agent to take the next ACD call. 
Displays are provided on 
SUPERSET 4 and SUPERSET 420 telephones to indicate 
that the...

ACD 7ELEMAR~ER Applications Package 
620 5-8 Revision 0 9109-096-62SNA issue 3  

6 . 
ACD SUPERVISOR AND SENIOR 
SUPERVISOR SETS 
This section describes the ACD TELEMARKETER features on SUPERSET 4 and 
SUPERSET 420 telephones used by ACD supervisors and senior supervisors. 
SUPERSET 410 telephones cannot be used in the supervisor or senior supervisor 
positions. Descriptions of the following features are provided: 
Senior supervisor and supervisor login and logout 
Senior supervisor and supervisor functions 
Feature keys, reports, set displays and/or indicators 
Call monitoring 
Help...

ACD TELEMARKETER Application Package 
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A SUPERSET420telephone user will be unable to login when there are key defini- 
tions in the position’s ACD Keys Template for keys which are not physically present 
on the set (keys 13 to 15). An “INVALID KEY” message will appear on the 
SUpERsET in this case. 
The position must have an ACD template enabled in its Class of Service (COS). 
The SUpERsET telephone must have no appearances of its prime line anywhere 
in the system, nor can this set have a...