Mitel Sx-2000 El/ml For The Superset 4025/4125 Guide

Queue Status 

Queue Status at a Glance
The indicator beside a QUEUE STATUS key shows the current status of the call
waiting queue for the associated agent group. Refer to Table 5 in the Reports
and Indicators section for information on how to interpret the queue status
indicator flash rates
. 

Displaying a Groups Queue Status
A QUEUE STATUS key allows you to display an agent group’s queue status.
1. Press a QUEUE STATUS key.
The following information is displayed from left to right:
a) the agent group number
b) the number of calls waiting in the queue
c) the longest time that a call has been in the queue.
2. Press NAME to display the agent group name.
3. Press another QUEUE STATUS key to display queue information for
another agent group
-or-
Press SUPERKEY to exit. 

Displaying Reports
You can display queue status reports for your agent group. Refer to Table 3 in
the Reports and Indicators section for a list of the available queue status reports.
If you’re responsible for more than one agent group, you can also access agent
status reports using the AG E NT softkey. Refer to Table 4 in the Reports and
Indicators section for a list of the available agent status reports.
To display queue status reports:
1. Press a QUEUE STATUS key.
2. Press a key on the dial pad.
The...

Which report at which key?
1. Press a QUEUE STATUS key.
2. Press HELP.
The display prompts you to press any key 0 to 9.
3. Press a key on the dial pad.
The name of the report associated with that key is displayed.
4. Press the CANCEL softkey to return to the queue status display. 

Scrolling Through Reports
You can also scroll through queue status reports and agent status reports.
To scroll through group status reports:
1. Press a QUEUE STATUS key.
2. Press a key on the dial pad.
The report associated with that key is displayed.
3. Press the Î
 or Ï
 key to scroll through the queue status reports.
4. Press NAME at any time to display the number and name of the
group associated with the report data.
To scroll through agent status reports:
1. Press a QUEUE STATUS key.
2. Press AG E...

About the SHIFT Key
If you’re responsible for more agent groups than there are QUEUE STATUS
keys on your set, you must use the SHIFT key to access the other agent groups.
The SHIFT key allows you to access more than one agent group from a single
QUEUE STATUS key.
The status indicator beside the SHIFT key turns on when the shift function is
activated.
An example:
If you’re supervising nine agent groups, but only have four QUEUE STATUS
keys programmed on your set, you can press the SHIFT key to access the...

Table 1 further illustrates this example:
Table 1: SHIFT Key Operation for Queue Status
  
Key Number
With No Shift After 1st Shift After 2nd Shift After 3rd Shift
1 Agent Group 1  Agent Group 5  Agent Group 9  Agent Group 1
2  Agent Group 2  Agent Group 6  none  Agent Group 2
3  Agent Group 3  Agent Group 7  none  Agent Group 3
4  Agent Group 4  Agent Group 8  none  Agent Group 4
Need a reminder?
If you forget how many times you have pressed the SHIFT key:
1. Press SUPERKEY.
2. Press SHIFT.
The shift...

AGENT STATUS 

About Agent Status Keys
AGENT STATUS keys allow you to monitor the current status of individual
agents. You will only have agent status keys programmed on your set if you
supervise one agent group. If you supervise more than one agent group, you
access agent status information from a QUEUE STATUS key using the AG E NT
softkey (see Scrolling through Reports in the previous section).