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

							ACD 2000 Agent/Supervisor/Senior  
						

							DUE TO THE DYNAMIC NATURE OF THE PRODUCT DESIGN, THE INFORMATION CONTAINED IN
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OMISSIONS CONTAINED IN THIS INFORMATION.
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© Copyright 2001, Mitel Networks Corporation.
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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 the Auto Answer Feature  19
Using a Headset  20
Using and Canceling the Work Timer  23
Taking a Break from Calls (Make Busy Feature)  24
Getting Help  25
Queue Threshold Alert  27
Queue Status 28 
						

							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 associated with a SUPERSET 4025/4125 set
(some of which will work in conjunction with ACD), refer to the set guide.
IMPORTANT NOTE FOR HEADSET USERS: MITEL’s Headset with Feature
Control Switch (PN 9132-800-500-NA) must be installed in the dedicated
headset jack (the jack nearest the front of the set).  Installation will disable
your handset microphone. Disconnecting the headset at the jack or at the
quick-disconnect plug restores handset operation. 
						

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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
requesting.
Typical examples of ACD applications include:
•airline reservation offices
•telephone order desks for department stores
•customer service departments of telephone or cable T.V.
companies
When there are more incoming calls than available Agents, the calls may be
routed to recordings. The recordings may advise the callers that all Agents are
busy, and that an Agent will answer as soon as possible. Various recordings may
be provided to inform the caller as to call progress if an Agent is not accessed
immediately, or to advise the caller of information the Agent will require when
connection is established.
The SX-2000 system also directs calls to the Agent so that all Agents are given
an equal workload. A Supervisor usually oversees the operation, monitors the
activity of the Agents, and handles unusual situations which may arise. 
						

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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 your Prime Line (your listed number). Your Prime Line always appears
at the lower right-hand Personal Key. A Personal Key can be programmed as a
Line Select Key. Line appearances on your set may be used as separate
telephone lines or shared with other extension users. However, you cannot
intrude on any conversation that they are having without their permission, and
they cannot intrude on any conversation you are having without your permission.
Contact your System Administrator to have Line Select Keys programmed for
your set. 
						

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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 Hold at another set flashing in a slow on, fast off cycle on your
set’s Line appearance
Feature Keys
A Personal Key can also be programmed as a Feature Key by your System
Administrator for quick access to an often-used feature. When that key is
pressed to turn on the feature, the status indicator for that key will turn on.
Contact your System Administrator to have Feature Keys programmed for your
set.
Main Display
The main display, located at the top of your SUPERSET 4025/4125, shows the
SuperKey instructions and Softkey labels. The Redial number, the name of the
feature currently active, messaging information, and telephone system error
messages can also be shown.
When your telephone is idle, the current date and time of day are displayed
continuously. But as soon as you make or receive a call, the display shows
information about that call, such as which line or trunk is being used, and the
duration of the call. This is useful when you are charging the cost of a call to a
customer or an account number. 
						

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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
they can be used and if they are available to you.
To exit a SuperKey session, press the SuperKey once more.
Function Keys
The Function Keys are located just below the main display. A number of the
SUPERSET 4025/4125 features are accessed by using the Function Keys on
your telephone.
1.Message Key: for sending and responding to messages.
2.Hold Key (red key): for placing calls on hold.
3.SuperKey (blue key): for programming Personal Keys as Speed Call
Keys, accessing most set features, and displaying set information.
4.Trans/Conf Key: for transferring calls and setting up conference calls.
5.Speaker Key: for answering and hanging up a call during hands free
mode.
6.Microphone Key: for turning the microphone on or off (a privacy
feature) during a handsfree call.
7.Redial Key: for redialling the last dialed number.
8.

 and  Keys: for changing the volume of the handset receiver, the
volume and pitch of the ringer, and adjusting the contrast of the main
display.
9.Cancel Key: for canceling call features in progress. 
						

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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
telephone set, and your display may not appear exactly as in the illustrations in
this guide. You may have additional functionality not described in this guide, or
some features described here may not be available to you. The reason for this is
that your company has specially selected your features and calling privileges.
See your System Administrator if you have any questions.