Mitel Sx-2000 Light For The Superset 4150 Guide

							21 To return to handset operation, perform the following tasks:
1. When the telephone is not in use, lift the handset from the cradle and
carefully turn the set upside down.
2. Unplug the headset cord where it connects to the telephone.
3. Plug in the handset cord in the same place.
4. Set the telephone upright and return the handset to the cradle.
5. Press the Headset Feature Key.
6. Store your headset in a safe place.
Handling Calls with a Headset (no Feature Control Switch):
To answer a call (when Auto Answer is disabled):
•Press the flashing Line Select key.
To hang up:
•Press the Hang-Up softkey.
To Install a Headset with Feature Control Switch
IMPORTANT NOTE: 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.
To install the headset for your use, perform the following tasks:
1. When the telephone is not in use, lift the handset from the cradle and
carefully turn the set upside down.
2. Plug the headset cord into the headset jack (the jack nearest the front
of the set).
3.  Set the telephone upright and return the handset to the cradle.
4. Press the Headset Feature Key. 
						

							22 To return to handset operation, perform the following tasks:
1. When the telephone is not in use, lift the handset from the cradle and
carefully turn the set upside down.
2. Unplug the headset cord where it connects to the telephone.
3.  Set the telephone upright and return the handset to the cradle.
4. Press the Headset Feature Key.
5. Store your headset in a safe place.
Handling Calls with a Headset (with Feature Control Switch):
To answer a call (when Auto Answer is disabled):
•Press the flashing Line Select key
-or-
Quickly press and release the Feature Control Switch.
To mute the headset microphone:
•Press and hold the Feature Control Switch.
To hang up:
•Press the Hang-Up softkey
-or-
Quickly press and release the Feature Control Switch. 
						

							23
Using and Canceling the Work Timer
The Work Timer provides a delay after each ACD call, before the next call is
directed to you. This gives you a certain amount of time to complete any work
generated by the previous call.
The Work Timer is automatic and you are not required to perform any procedures
to activate it. The length of time provided by the timer varies from 0 to 600
seconds, and is programmed only by the System Administrator.
Work Timers apply to ACD Agents and ACD calls only. Other calls to and from
your set are made normally. If the Make Busy or Do Not Disturb features are
activated at your telephone, the Timer is cancelled for that call.
Once you terminate an ACD call, WORK TIMER appears on the display for the
duration of the Work Timer period.
When the Work Timer expires, WORK TIMER disappears from the display and
you are ready to take another call.
You have the option of canceling the Work Timer and accepting another call
before the Timer expires. Cancellation of the Timer affects only the next ACD
call.
When You Need to Cancel the Work Timer
To cancel the Work Timer, perform the following tasks:
1. Press the ACD Softkey.
2. To cancel the Work Timer, press the Cancel Timer Softkey. You are
ready to take another call. 
						

							24
Taking a Break from Calls
(Make Busy Feature)
The way to temporarily restrict your set from receiving calls is to activate the
Make Busy feature. The main purpose of Make Busy is to relieve you from your
Automatic Call Distribution (ACD) workload for relatively brief periods of time,
thereby avoiding the need to log out and subsequently log in again. Make Busy
ensures that an ACD set does not receive calls when you are unavailable. Make
Busy applies to only ACD sets and to only those stations that have logged in as
ACD Agents. Any set not logged in for ACD calls remains in the Logged out state
until an Agent Log-In is performed.
Your SUPERSET 4150 set operates as a normal telephone set except for ACD
use during the Make Busy state. You can activate this feature during a call in
progress. The Make Busy state commences upon completion of that call. This
allows you to activate this feature before your set can ring again for another call.
How to Activate Make Busy
To activate the Make Busy feature, perform the following tasks:
1. Press the ACD Softkey.
1.
2. Press the More... Softkey to scroll (if necessary) until Make Busy
appears. Press the Make Busy Softkey. Your set displays Make Busy
until it is deactivated.
How to Activate Make Busy
To deactivate the Make Busy feature, perform the following tasks:
1. Press the ACD Softkey.
2. Press the Clear Busy Softkey to clear the Make Busy feature. The
display returns to idle. 
						

							25
Getting Help
Whenever you are in a conversation on an Automatic Call Distribution (ACD) call,
you have the ability to request Help from an ACD Supervisor. The type of help
you receive initially is to have the Supervisor silently monitor the conversation.
The caller is not aware that they are being monitored unless the Supervisor later
decides to initiate a three-way conference, which can be done at any time during
the call.
If a Supervisor has not logged in with an Agent Identification (I.D.) code, the
Supervisor’s extension number must be dialed (when prompted to do so). If a
Supervisor has logged in with an Agent I.D. code, you can request Help without
having to know the location, by dialing that Agent I.D. code (when prompted to do
so).
A Supervisor’s I.D. code or extension number can be dialed by using either the
keypad or by having a Speed Call key programmed for this purpose.
When You Need Help
To request help, perform the following tasks:
1. From the Idle display, press the ACD Softkey.
2. Press the More...Softkey to scroll (if necessary) until Request Help
appears.
3. Press the Request Help Softkey.
4. Enter either the Supervisor’s Agent I.D. number or extension number.
Your help request is automatically cancelled if you do not enter digits.
Digits dialed in error can be erased with the 
 Softkey.
5. Press the Enter Softkey. The word RINGING (along with the
Supervisor’s number and name, if programmed) appears, indicating
that the Supervisor you requested is being called.
When your call is answered by the Supervisor, RINGING disappears from
the display, but the Supervisor’s name and number remain.
To cancel the Help request before it is answered, refer to ”Canceling Help“. 
						

							26
Canceling Help
While waiting for the Supervisor to respond to your Help request, you can cancel
the Help request before the Supervisor answers.
To Cancel Help
To cancel help, perform the following tasks:
1. Press the ACD Softkey.
2. Press the Cancel Help Softkey.
This cancels the request and you are prompted to enter a second Help number, if
desired. Your Help request is automatically cancelled if you do not enter digits. 
						

							27
Queue Threshold Alert
Thresholds are programmed into the ACD system to provide a basis for alerting
Agents and Supervisors that calls have waited longer than acceptable limits
(thresholds) to be answered.
Sets programmed with a Generic Group Queue Status Feature Key can provide
a visual indication of the current workload conditions of the Automatic Call
Distribution (ACD) Group into which you are logged (Supervisors may have two
or more Specific Group Queue Status Feature Keys and threshold alerts,
allowing them to monitor activity in more than one Group). Your set may also be
programmed to provide an audible alert that Queue Status has changed.
NOTE: Agents in the Logged Out, Do Not Disturb, or Make Busy states are not
considered active Agents for the purpose of Queue Threshold Alert.
Visual Indications
If your set is programmed to provide a visual alert, the indicator beside the
Queue Status Feature Key indicates the three levels of alert as follows:
•a solid indicator displayed beside the Line Select Key on your set
indicates that the workload is below the first threshold limit
programmed
•a slowly flashing indicator indicates that the workload is above the first
but below the second threshold limit programmed
•a quickly flashing indicator indicates that the workload is above the
second threshold limit programmed.
Audible Indications
For sets programmed for audible indications, the system provides the following
different ringing patterns, depending on the threshold alert status:
•a single ring occurs when the longest waiting caller exceeds the
programmed first threshold time interval
•a double ring occurs when the longest waiting caller exceeds the
programmed second threshold time interval
•a single or double ring occurs when a previous threshold time interval
is reverted to (i.e., when the longest waiting call is answered and the
next longest waiting caller is in a different threshold level). 
						

							28
Queue Status
Agents may access the following queue-status information about their Group
(Supervisors may query more than one Group):
•the number of active Agents in the Group
•the number of calls waiting for the Group (queue)
•the length of time that the longest call has been waiting for the Group.
NOTE: Agents in the Logged Out, Do Not Disturb, or Make Busy states are not
considered active Agents for the purpose of Queue Status.
There are two means of accessing this information: through a programmed
Queue Status Feature Key, or through the Queue Status Softkey.
Accessing Queue Status Information with a Feature Key
•If your set is programmed with a Generic Group Queue Status
Feature Key, press the key to display information about the Group into
which you are logged (for Supervisors, press the appropriate Specific
Group Queue Status Feature Key).
Accessing Queue Status Information with Softkeys
To display Queue-Status information using Softkeys, perform the following tasks:
1. From the idle display, press the ACD Softkey.
2. Press the More... Softkey (if necessary) until the Queue Status
Softkey appears.
3. Press the Queue Status Softkey.
4. Enter the Group number.
5. Press the Display Info Softkey.
6. To exit, press the SuperKey Function Key. 
						

							29
ACD TELEMARKETER 2000
SUPERVISOR FEATURES
AND CAPABILITIES 
						

							30
What is the Supervisory Position?
The Automatic Call Distribution (ACD) Supervisor position is for individuals who
are responsible for the supervision of one or more Agent Groups. All Supervisor-
related functions are programmed into the system by the System Administrator.
While Supervisors can log in as Agents to perform similar activities, they have
additional capabilities in order to support and monitor ACD Group activities. A
Supervisor need only log in if they are performing Agent activities to answer ACD
calls.
Several management and reporting statistics and information can be produced
by the SX-2000 system, but are beyond the scope of this guide. Supervisors
should consult with the System Administrator concerning the availability of other
management tools.
The following Supervisor functionality is described in this section:
Queue Threshold Alert / Queue Status describes the meaning of threshold
alert indicators and the means of accessing queue information for specific
groups.
Silent Agent and Group Monitoring describes the procedure for silently
listening to Agents’ calls, and lists the benefits of and restrictions to this feature.
Conferencing describes the procedure for joining into a three-way conversation
with an Agent and a caller under Silent Monitor.
Responding to Help describes the procedure for answering a Help request
made by an Agent.
System Reporting Capabilities briefly describes the two types of reports that
can be produced by the feature package. These reports can be used by
management to study the effectiveness of the ACD operation:
•Real Time Events Records
•Station Message Detail Recordings