Mitel Sx-2000 Light For The Superset 4150 Guide

ACD 2000 Agent/Supervisor/Senior  

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Contents
General Information About this Guide5
What is Automatic Call Distribution (ACD)? 6
About Your SUPERSET 4150 7
Personal Keys  7
Line Select Keys  7
What Are Line Appearances?  8
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 Capabilities11
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
Time Events Records  38
Station Message Detail Recording (SMDR)  39
Personal Directory40 

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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 4150 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 4150 Telephone
Personal Keys
At the bottom of your SUPERSET 4150 there are two columns of Personal Keys.
The first Personal Key (the lower right-hand key) is your Prime Line key, 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
Your SUPERSET 4150 telephone can accommodate up to 14 lines, including
your Prime Line (your...

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Line Status Indicators
Individual Line Status indicators are located on the outside edge of each
Personal Key. These Line Status 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 LED 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...

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The SuperKey and Softkeys
Softkeys are the six touch-sensitive keys appearing in the main display. The
labels on these keys change depending on the call status or feature being
accessed.
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 in the lower half of the screen change. Prompts
appear only when they can be used and if they are available to you.
While you are in a...

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Features Not Available
There may be procedures in this guide which you cannot perform on your
telephone set, and your Softkey display may not appear exactly as in the
illustrations in this guide. You may have Softkey prompts that are not shown in
these illustrations, or you may not have all of the prompts shown here. 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...