Mitel Sx-2000 Light 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.  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 Cancel Function Key
-or-
Quickly press and release the Feature Control Switch. 
						

							22
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 compete 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 do not activate a Work Timer. 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, as shown below:
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.
To cancel the Work Timer, press the Cancel Function Key. Your set displays the
normal screen and is now available for the next ACD call. 
						

							23
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 Make Busy state
until an Agent Log-In is performed.
Your SUPERSET 4015 telephone operates as a normal telephone set except for
ACD use during the Make Busy state. You can activate this feature between calls
or 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:
•Press the Make Busy Feature Key. Your set displays MAKE BUSY
until it is deactivated.
How to Remove Make Busy
To deactivate the Make Busy feature:
•Press the Make Busy Feature Key. Make Busy is removed from your
set, and the display returns to idle. 
						

							24
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.
If your set is programmed with a Generic Group Queue Status Feature Key, it
can provide a visual indication of the current workload conditions of the
Automatic Call Distribution (ACD) Group into which you are logged. 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 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). 
						

							25
Displaying Queue Status
Agents may access the following queue-status information about their 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.
When You Need To Know Your Group’s Queue Status
•If your set is programmed with a Generic Group Queue Status
Feature Key, press the key. 
						

							26
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 
						

							27
Notes