Mitel Sx-2000 Light For The Superset 4150 Guide

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Queue Threshold Alert / Queue Status
Supervisors may need to be alerted when any of two or more Agent Groups have
exceeded programmed limits.  For this reason, Supervisors may have two or
more Specific Group Queue Status Feature Keys programmed on their set, each
dedicated to a different Group’s activities. Their operation and the alerts
associated with them are the same as Generic Group Queue Status Feature
Keys, which are detailed in Queue Threshold Alert and Queue Status in the
Agent Features and...

32
Silent Agent and Group Monitoring
Silent monitoring allows you to listen to conversations between Agents and ACD
callers, or between Agents and ACD callers in conference with a third party, in
one or more Agent Groups.
Benefits of Silent Monitoring
Silent monitoring can be done either with or without an Agent’s knowledge,
depending on how the ACD system Class of Service was programmed. If Agent
notification has been programmed, the Agent you are monitoring will receive a
Conference tone at the start...

33 •You cannot monitor an agent group if none of the agents in the group
are logged in.
•You cannot silent monitor someone who is currently silent monitoring
someone else.
Using Silent Monitoring for Individual Agents
To establish this type of Silent Monitor, perform the following tasks:
1. Lift the handset and listen for dial tone.
2. Press the ACD Softkey.
3. Press the Monitor Softkey or enter the Silent Monitor Feature Access
code.
4. Enter the Agent Identification (I.D.) Number or Extension number...

34
Using Silent Monitoring for Agent Groups
To establish this type of Silent Monitor, perform the following tasks:
1. From the Idle display, lift the handset and listen for dial tone.
2. Press the ACD Softkey.
3. Press the Monitor Softkey or enter the Silent Monitor Feature Access
code.
4. Enter the Agent Group Number you want to monitor. If no
conversations are taking place in the Group, you hear silence and the
display shows WTG, followed by the Group number and name.
If a conversation is in progress...

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Conferencing
This feature allows you to join into a conversation that is being monitored. You,
the Agent, and the ACD caller are joined in conversation. All parties hear the
Conference tone when you start the Conference.
Starting a Conference
1. Establish a Silent Agent or Group Monitor as explained under ”Silent
Agent and Group Monitoring“.
2. Press the Conference Softkey to join the conversation. Silent
Monitoring ends when the Conference begins.
3. To exit the Conference, hang up your telephone....

36
Responding to Help
As a Supervisor, Help requests are made to you by Agents under your
supervision. These Help requests are initially for you to silently monitor a
conversation in progress. Once you are monitoring your Agent and a caller they
are in conversation with, you have the ability to remove your Silent Monitor and
actively join the conversation in progress. You also have the option of
discontinuing the Silent Monitor mode that was established when you responded
to the Help request.
Help...

37
What Happens in a Help Request
When you receive a Help request from an Agent, your set emits a triple ring. The
I.D. number and name (if programmed) of the Agent requesting Help is
displayed, followed by REQUESTING HELP.
To respond to the Help request:
1. Pick up your handset. Your set automatically goes into Silent Monitor
mode and you hear the conversation in progress. REQUESTING
HELP disappears from your display, but the Extension number, I.D.
number, and name (if programmed) remain. Also displayed...

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System Reporting Capabilities
The SX-2000 system is capable of producing many reports that can be used as
management tools to study the effectiveness of the ACD operation. These
reports may be presented in a variety of ways based on the software package
used to generate them.
The categories of reports that pertain to ACD are Real Time Events Records and
Station Message Detail Recordings (SMDR). It is beyond the scope of this guide
to discuss these reports in detail, however a brief description of them...

39 •Agent Idle: records the time when the Agent Work Timer expires or
was cancelled. If the Work Timer is not in effect, the end of each call
or the start of the Work Timer is recorded.
Group Statistics Events
The Group Statistics Events provide a cumulative report on Group congestion. A
record is generated every time an Alert threshold level is crossed (either up or
down). The events are generated every 15 seconds. If threshold levels are not
crossed, a record is generated every 60 seconds.
Station...

40
Personal Directory
Your Extension Number:____________________
Your Agent I.D. Number:____________________
Your Supervisor I.D. Number:________________
Your Group Name/Number:___________________
Use this table to record your frequently used numbers.
Name Number
Use this table to record the feature access codes you are most likely to need on
your telephone set.
Feature Access Code
Auto Answer
Do Not Disturb
Headset Operation
Make Busy