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

							ACD Supervisor and Senior Supervisor Sets 
Supervisor Set With One Agent Group: Overview 
6.4 The supervisor responsible for only one agent group will use the Queue Status, 
Agent Status, and Shift feature keys. The supervisor’s SUPEf?SET 4 or 
SUPERSfl420 telephone requires only one Queue Status key. The remaining 
feature keys can be assigned as Agent Status keys. 
The Queue Status key provides ACD call queue information. The Agent Status key 
provides status reports for individual agents. The Shift key allows more than one agent 
to be assigned to a single Agent Status key. These keys are described in more detail 
below. 
Queue Status Key: Supervisor Set with One Agent Group 
6.5 
I 
I Purpose 
The Queue Status key and the LCD beside the key serve two functions in showing 
the supervisor the current status of the call waiting queue and the load condition of 
the queue. 
Operation 
The Queue Status key is pressed to display a summary of queue activity. 
The set displays the agent group number, the number of ACD calls in the queue waiting 
to be answered, and the length of time the oldest call has been waiting. 
Figure 6-l shows atypical queue status display on a SUPERSET42Utelephone. The 
display indicates that queue number 1 has 4 calls waiting to be answered. The longest 
waiting call has been in the queue for 2 minutes and 4 seconds. A similar display will 
appear on the SUPERSET 4 telephone. 
QtOl 4cw 02t04 
Help Name 
Figure 6-l Queue Status Display: SUPERSET 
At this point, the supervisor .can press the EXIT softkey (SUPERSET 4) or the 
SuperKey (SUpERsET42a) to terminate the Queue Status display. 
A REMINDER 
(SUPERSET4) or NAME (SUPERSfl42a) softkey will appear if the 
group was assigned a name during CDE. Pressing this softkey displays the group 
name. 
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							ACD TELEAdARmER Application Package 
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I 
Arrow softkeys (_) , 4 ) on the SUPERSET allow the supervisor to scroll forward 
or backward to the next report. The same functionality is supplied by the Volume J key 
and the Volume t key on the SUPERSET telephone. 
A HELP softkey displays a prompt PRESS KEY 
O-9. As each dial pad key is pressed, 
a help message is displayed on the set to remind the user which report is associated 
with that dial pad key. Table 6-l lists the supervisor queue status reports and the key 
that displays each report. 
A CANCEL softkey appears after the HELP softkey is pressed. Pressing CANCEL 
returns the supervisor set to the queue status mode. 
Table Gl SupervIsor and Senior Supervisor Reports - Queue Status 
(See Note, below). -ACD calls answered 
-Number of abandoned ACD calls 
-Number of logged in agents 
-Number of times agents made busy 
ber of non-ACD calls handled by the 
Note: A senior supervisor pressing the 0 Key will receive a different report (an example of which is shown below). 
# AGT LOGIN 6 
This report indicatee the number of ACD agents logged in. 
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							ACD Supervisor and Senior Supervisor Sets 
Queue Status LCD Indicators 
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 be 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 is updated to inform the agent 
of the workload. Figure 6-2 and Figure B-3 show the LCD symbols for queue status 
on the SUpERsET and SUPERSET 420 telephones. 
Key status LCD Symbol 
Zueue Status No Calls Waiting 
0 
Calls Waiting Before First Threshold Period 
@I 
Calls Waiting Between First 
and Second 
Threshold Periods 0 
Calls Waiting Longer Than 
Second 
Threshold Period 
HaIla= 
Pulsed Flash (600 msec on/l 50 off) 
Calls Have Overflowed 
aaa 
Fast Flash (500 msec on/500 oftj 
Figure 62 LCD Queue Status Indicators on SUPERSET Telephone 
Key status 
LCD Symbol 
Jueue Status No Calls in Queue 
0 
Calls Waiting Before First Threshold Period 
El 
Solid Triangle 
Calls Waiting Between First and Second 
Threshold Periods 
Elcl0l 
Slow Flash (750 msec on!750 off) 
Calls Waiting Longer Than Second 
Threshold Period 
q anaa 
Pulsed Flash (500 msec on/l 50 off) 
Calls Have Overflowed 
q mm 
Fast Flash (150 msec on/l 50 off) 
Figure 63 LCD Queue Status Indicators on SUPERSET Telephone 
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							ACD TELEMARKETER Application Package 
Agent Status Key: Supervisor Set With One Agent Group 
Purpose 
6.6 The Agent Status key and the LCD beside the key serve two functions in showing the 
supervisor the current status of an individual agent, and reporting on the performance 
of the agent. 
I 
Operation 
Pressing the Agent Status key starts the report displays, beginning with the current 
state of the first agent in the group. An agent can be in any one of the following states: 
LOG OUT 
WAITING 
ACD CALL 
ACD WORK 
NON ACD 
or DND 
ACD HOLD 
MAKE BUSY 
Pressing subsequent keys allows the supervisor to identify the name of the agent and 
to obtain further agent status information. Ten categories of agent reports are available 
to the ACD supervisor. 
It is not necessary to exit one Agent Status display before moving on to check the status 
of the next agent. Pressing the Agent Status key while already in agent status mode 
allows the supervisor to start the report display for the next agent. 
Figure 6-4 shows a sample display when the Agent Status key is pressed on 
SUPERSET 4 telephone. A similar display appears on the SUPERSET 420. 
WAIT TIME 01:55 
EXIT 
REMINDER HELP 
Figure &4 Agent Status Display: SUpERsET 
The supervisor is then presented with a number of options. Pressing the EXIT softkey 
(SUPERS&T 4) or the SuperKey (SUPERSET 420) terminates the Agent Status 
display. 
Pressing the REMINDER (SUPERSET 4) or NAME (SUPERSET 42Uj softkey 
identifies the agent associated with the displayed agent status. Additionally, when 
these softkeys are pressed, the CALL softkey is displayed. This key allows the 
supervisor to call the agent without dialing the Agent ID,number or extension number. 
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							ACD Supervisor and Senior Supervisor Sets 
Arrow softkeys ( -D , 4 ) on the SUPERSET allow the supervisor to scroll forward 
or backward to the next agent report. The Volume & key and the Volume t key provide 
the same feature on the SUPERSET telephone. 
The FWD or BACK softkeys allow the supervisor to move on to the next or previous 
agent in the group. 
To access the HELP softkey the user must press an Agent Status key and then dial 0 
on the dial pad. The HELP softkey prompts the user to ‘PRESS KEY O-9’. Pressing 
a dial pad key displays a help message to remind the user which report is associated 
with the dial pad key. See Table 6-2 for a list of dial pad keys and examples and 
explanations of the agent reports available. 
Table 
Senior Supervisor and Supervisor Reports -Agent 
Status 
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							ACD TELEMARKETER Aoolication Packaae 
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Agent Status LCD Indicators 
The LCD beside the Agent Status key continuously shows the call-status of the agent 
assigned to the key. The LCD is off when the agent is logged out. The display changes 
to reflect changes in the status of the ACD agent. Figure 6-5 and Figure &6 describe 
the agent status LCD indicators on a SUpERsET and SUERSET telephone. 
Key 
4gent Status 
status 
Agent Logged Out 
Agent Logged In - No Calls Waiting 
Agent In Make Busy Status 
Agent on ACD Call 
Agent on Non-ACD Call or DND 
ACD Call on Hold 
Af’ter-Call Work Timer 
LCD Symbol 
I7 
Figure 6-S LCD Agent Status Indicators: SUPERSET4 
Key 
4gent Status 
status 
Agent Logged Out 
Agent Logged In - No Calls Waiting 
Agent Set In Make Busy Status 
Agent on ACD Call 
Agent on Non-ACD Call or DND 
ACD Call on Hold 
After-Call Work Ttmer 
LCD Symbol 
l-l 
q mnmm Pulsed flash (600 msec on/l 50 off) 
q am 
q 
mum Slow flash (750 msec on/ 750 off) 
q 
q 
Figure 6-6 LCD Agent Status Indicators: SUPERSET 
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							ACD Supervisor and Senior Supervisor Sets 
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Shii Key: Supervisor Set with One Agent Group 
Purpose 
6.7 If an ACD supervisor has more agents than available keys, the system provides a 
Shift key. The Shift key allows the supervisor’s set to accommodate more than one 
agent on a single Agent Status key. 
I Operation 
If there are three agents in a group and two Agent Status keys information for agents 
one and two is displayed by Agent Status keys one and two respectively. 
Reports for the third agent are viewed on the first Agent Status key and are accessed 
by pressing the Shift key followed by the Agent Status key. At this point, the name and 
ID of Agent 03 is displayed and the LCD indicator shows the status of the third.agent. 
Figure 6-7 provides an example of a configuration with three Agent Status keys and 
seven agents. Pressing Agent Status key 1 displays the status of Agent 1. Pressing 
the Shift key at this point displays Agent 4. Agents 2 and 3 are associated with Agent 
Status keys 2 and 3 respectively. 
KEY NAME 
Agent Status 
Shii 
Shii 
Shii 
Agent Status Agent Status 
Key 
#l display Key #2 display 
Agent 1 Agent 2 
Agent 4 Agent 5 
Agent 7 none 
Agent 1 Agent 2 
Agent Status 
Key #3 display 
Agent 3 
Agent 6 
none 
Agent 3 
Figure 6-7 Using the Shift Key to Check Agent Status 
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							ACD TELEMARKETER Application Package 
Senior Supervisors and Supervisors Wii More than One Agent Group: 
Overview 
6.6 Senior supervisors and supervisors who are responsible for more than one agent 
group use one Queue Status key for each agent group, the Shift key and the 
READ 
(SUPERSET 4) or 
AGENT (SUPERSET 420) softkey. 
Senior supervisors and 
supervisors who are responsible for more than one agent group can’t have Agent 
Status keys programmed on their sets, 
Each 
Queue Status key provides information about one of the agent groups. The Shift 
key allows the senior supervisor or supervisor’s telephone set to accommodate 
more 
than one agent group on a single Queue Status key. The READ or AGENT sofikey 
provides individual agent status information. These keys are described in more detail 
below. 
Queue Status Key: Senior Supervisors and Supervisors with More than One 
Agent Group 
Purpose 
6.9 
The Queue Status key and the LCD display beside the key (Figure 6-2 and 
Figure 6-3) provide the senior supervisor or supervisor with queue and load 
condition information for one agent group. 
Additionally, the READ or AGENT softkey, which appears after the Queue Status key 
has been pressed, provides reports on individual agents within the displayed group. 
Operation 
Press the Queue Status key of the desired agent group. The set displays the agent 
group number, the number of ACD calls in the queue waiting to be answered, and the 
length of time the oldest call has been waiting. 
Figure 6-8 shows a typical queue status display on 
a SUpERsET telephone. The 
display indicates that queue number 5 has 10 calls waiting to be answered. The longest 
waiting call has been in the queue for 2 minutes and 4 seconds. A similar display will 
appear on the SUPERSET 420 telephone. 
Q: 05 IOCW 02:04 
EXIT 
REMINDER HELP READ 
Figure 6-8 Queue Status Display: 
SUPERSET 4 
At this point, there are several options available to the senior supervisor or supervisor. 
Pressing the EXIT softkey 
(SUPERSET 4) or SuperKey (SUPERSET 42cI) will 
terminate the Queue Status display. 
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							ACD Supervisor and Senior Supervisor Sets 
The REMINDER (SUPERsET4) or NAME (SUPERsET420) softkey will display the 
name of the agent group, if a name was assigned during CDE. 
Pressing the HELP 
softkey displays the prompt PRESS KEYO-9. As each dial pad key 
is pressed, a help message is displayed on the set to remind the user which report is 
associated with that dial pad key. Table 61 lists the queue status reports and the key 
that displays each report. 
Arrow softkeys 
( -) , + ) on the SUPERSET 4 allow the senior supervisor or 
supervisor to scroll forward or backward to the next agent report. The Volume J key 
and the Volume t key provide the same feature on the 
SUPERSET 420 telephone. 
READ or AGENT Softkey 
The READ 
(SUPERSET4) or AGENT (SUPERsET420) softkey also appears after the 
Queue Status key has been pressed. This softkey provides access to a variety of 
reports for individual agents within the displayed group. 
The identification of the first agent in the group is displayed initially. 
From this point, 
the senior supervisor or supervisor can scroll backward or forward through agent 
reports, call the agent by pressing the CALL softkey, request help on agent reports (see 
Table 6-2), move onto the next or previous agent in the group (FWD and BACK 
softkeys) or CANCEL the agent reports and return to Queue Status mode. 
Shift Key: Senior Supervisors and Supervisors with More than One Agent 
Group 
6.10 Purpose 
The Shift feature key is assigned during Customer Data Entry. It is required when the 
number of agent groups a senior supervisor or supervisor controls is greater than the 
number of Queue Status keys on the supervisory set. 
The Shift key allows one Queue Status key to address more than one agent group. This 
key has no effect if the number of Queue Status keys programmed is greater than the 
number of agent groups. 
Operation 
If there are three agent groups and two Queue Status keys, information for agent 
groups one and two is displayed by Queue Status keys one and two respectively. 
Reports for the third agent group are 
viewed on the first Queue Status key and 
accessed by pressing the Shift key and then the Queue Status key. At this point the 
name and ID of Agent Group 3 is displayed and the LCD indicator reflects the status 
of the third agent group. 
The example in Figure 6-9 shows a configuration with three Queue Status keys and 
seven agent groups. 
Pressing the Queue Status key 1 displays the status of Agent 
Group 1. 
Pressing the Shift key at this point displays Agent Group 4. 
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							ACD TELEMARKETER Application Package 
KEYNAME 
Queue Status Queue Status Queue Status 
Key #l display Key #2 display 
Agent Group 1 Agent Group 2 Queue Status 
Key #3 display 
Agent Group 3 
Stlll 
Shii 
Shift Agent Group 
4 
Agent Group 7 
Agent Group 
1 Agent 
Group 5 
Agent Group 
6 
none none 
Agent 
Group 2 
Agent Group 
3 
I Figure 6-9 Shift Key Operation 
Call Monitoring 
I. 
Purpose 
6.11 
The Call Monitoring feature allows the senior supervisor or supervisor to listen-in on 
an agent’s conversation. During a call monitor, the system gives the supervisory set 
a one-way audio path, thus preventing the agent and the caller from hearing the 
supervisor. 
Restrictions 
The monitoring can be performed on any line and on any agent conversation that can 
be overridden. Monitoring is not permitted, for example, on 5-par-Q calls, held calls and 
conferences. Keyline privacy is ignored for the call monitor. 
I 
I 
I 
Programming 
To enable monitoring: 
l assign an ACD Silent Monitoring access code in the Feature Access Code CDE form 
l enable System Option 42, ACD Silent Monitoring 
If agents are to be notlfied when a monitor is in progress, enable System Option 43, 
ACD Silent Monitoring Beeps. When the monitoring starts, the agent hears beeps and 
the set displays the extension number of the monitoring set followed by 
“MONITORING” (SUpERsET4) or “INTRUDING” (SUPERsET42Q. 
Operation 
The senior supervisor or supervisor initiates a call monitor by dialing the ACD Monitor 
access code, followed by the agent’s ID code. 
If the agent set is idle, the supervisory set indicates this. 
If the agent is in a call and call monitor begins, the supervisory set displays the exten- 
sion number of the agent’s set. 
An agent may be monitored by only one supervisor at a time. A senior supervisor or 
supervisor attempting to monitor an agent who is already being monitored receives 
busy tone and the the normal busy display. 
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