Mitel Sx-2000 Light For The Superset 4025/4125 Guide

ACD 2000 Agent/Supervisor/Senior  

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Contents
General Information About this Guide 5
What is Automatic Call Distribution (ACD)? 6
About Your SUPERSET 4025/4125 7
Personal Keys  7
Line Select Keys/Line Appearances  7
Line Status Indicators  8
Feature Keys  8
Main Display  8
The SuperKey and Softkeys  9
Function Keys   9
Feature Access Codes  10
Features Not Available   10
ACD 2000 Agent Features and Capabilities 11
What are Agent Groups?  12
Logging In  14
Displaying Agent Log-In Information  16
Logging Out  17
Answering Calls  18
Using...

4 ACD 2000 Supervisor Features and Capabilities 29
What is the Supervisory Position?  30
Queue Threshold Alert / Queue Status 31
Silent Agent and Group Monitoring  32
Conferencing 35
Responding to Help  36
System Reporting Capabilities  38
Personal Directory 40 

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General Information About this Guide
This guide describes operation of the Automatic Call Distribution (ACD) 2000
Feature Package on a SUPERSET 4025/4125 telephone set. For further
information on ACD, see ”What is Automatic Call Distribution“.
The displays shown throughout this guide are intended to be representative only.
Certain displays on the sets may differ from those shown, usually based on what
features or Class Of Service has been programmed into individual sets.
For operation of other features...

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What is Automatic Call Distribution (ACD)?
The Automatic Call Distribution (ACD) 2000 Feature Package is offered by the
SX-2000 INTEGRATED COMMUNICATIONS System. ACD is a method of
switching large volumes of similar calls directly to a selected group of extensions
(Agents). Up to 350 such Agents can be supported. All calls are distributed
equally among the Agents. The calls are all of a similar nature, and the Agents
are trained/equipped to provide the particular information or service the caller is...

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About Your SUPERSET 4025/4125 Telephone
Personal Keys
At the bottom of your SUPERSET 4025/4125 there are two rows of Personal
Keys. The first Personal Key (the lower right-hand key) is your Prime Line, the
telephone line that you will usually use. Your extension number is the number of
your Prime Line. Other Personal Keys can be programmed as Speed Call Keys,
Line Select Keys or Feature Keys.
Line Select Keys/Line Appearances
Your SUPERSET 4025/4125 telephone can accommodate up to 14 lines,
including...

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Line Status Indicators
The Line Status indicators are located on the outside edge of each Personal Key.
These LED indicators show you the status of the lines which you have
programmed on your set.
If a Personal Key has been programmed as a Feature Key, the status indicator
for that key will turn on when the feature is activated, and turn off when the
feature is disabled.
When a line is... the status indicator is...
Idle off
Busy solid on
Ringing flashing slowly
On Hold at your set flashing rapidly
On...

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The SuperKey and Softkeys
Softkeys are the three keys located directly beneath the main display. You can
use the Softkeys to select the related prompt in the main display. These keys are
unlabeled because their functions can change as the prompts in the main display
change.
The SuperKey Function Key allows you to access the many features available
through the Softkeys. When you press the SuperKey the main display changes.
In particular, Softkey prompts on the screen change. Prompts appear only when...

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Feature Access Codes
Many features can be activated or disabled by Feature Access codes when no
Feature Keys are programmed for this purpose.
Contact your System Administrator for these and other Feature Access codes
available on your telephone system, or to have these features programmed into
your set’s Softkeys. Record your Feature Access codes in the Personal Directory
table at the end of this guide.
Features Not Available
There may be procedures in this guide which you cannot perform on your...