Mitel Sx 200 Digital Pabx, Light Pabx Telemarketer Application Package Instructions Manual

ACD Supervisor and Senior Supervisor Sets 
Supervisor Set With One Agent Group: Overview 
6.4 The supervisor responsible for only one agent group will use the Queue Status, 
Agent Status, and Shift feature keys. The supervisor’s SUPEf?SET 4 or 
SUPERSfl420 telephone requires only one Queue Status key. The remaining 
feature keys can be assigned as Agent Status keys. 
The Queue Status key provides ACD call queue information. The Agent Status key 
provides status reports for individual agents. The Shift...

ACD TELEAdARmER Application Package 
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Arrow softkeys (_) , 4 ) on the SUPERSET allow the supervisor to scroll forward 
or backward to the next report. The same functionality is supplied by the Volume J key 
and the Volume t key on the SUPERSET telephone. 
A HELP softkey displays a prompt PRESS KEY 
O-9. As each dial pad key is pressed, 
a help message is displayed on the set to remind the user which report is associated 
with that dial pad key. Table 6-l lists the supervisor queue status reports and...

ACD Supervisor and Senior Supervisor Sets 
Queue Status LCD Indicators 
The LCD beside the Queue Status key continuously shows the load condition of the 
agent group reporting to the supervisor. The LCD is off if there are no calls waiting for 
an idle agent. When ACD calls are 
waiting to be answered, the LCD lights to indicate 
the queue status based on predefined threshold levels defined for the group. 
The LCD is updated periodically to show when a call remains waiting in the queue 
beyond an...

ACD TELEMARKETER Application Package 
Agent Status Key: Supervisor Set With One Agent Group 
Purpose 
6.6 The Agent Status key and the LCD beside the key serve two functions in showing the 
supervisor the current status of an individual agent, and reporting on the performance 
of the agent. 
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Operation 
Pressing the Agent Status key starts the report displays, beginning with the current 
state of the first agent in the group. An agent can be in any one of the following states: 
LOG OUT 
WAITING 
ACD...

ACD Supervisor and Senior Supervisor Sets 
Arrow softkeys ( -D , 4 ) on the SUPERSET allow the supervisor to scroll forward 
or backward to the next agent report. The Volume & key and the Volume t key provide 
the same feature on the SUPERSET telephone. 
The FWD or BACK softkeys allow the supervisor to move on to the next or previous 
agent in the group. 
To access the HELP softkey the user must press an Agent Status key and then dial 0 
on the dial pad. The HELP softkey prompts the user to ‘PRESS KEY...

ACD TELEMARKETER Aoolication Packaae 
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Agent Status LCD Indicators 
The LCD beside the Agent Status key continuously shows the call-status of the agent 
assigned to the key. The LCD is off when the agent is logged out. The display changes 
to reflect changes in the status of the ACD agent. Figure 6-5 and Figure &6 describe 
the agent status LCD indicators on a SUpERsET and SUERSET telephone. 
Key 
4gent Status 
status 
Agent Logged Out 
Agent Logged In - No Calls Waiting 
Agent In Make Busy Status...

ACD Supervisor and Senior Supervisor Sets 
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Shii Key: Supervisor Set with One Agent Group 
Purpose 
6.7 If an ACD supervisor has more agents than available keys, the system provides a 
Shift key. The Shift key allows the supervisor’s set to accommodate more than one 
agent on a single Agent Status key. 
I Operation 
If there are three agents in a group and two Agent Status keys information for agents 
one and two is displayed by Agent Status keys one and two respectively. 
Reports for the third agent...

ACD TELEMARKETER Application Package 
Senior Supervisors and Supervisors Wii More than One Agent Group: 
Overview 
6.6 Senior supervisors and supervisors who are responsible for more than one agent 
group use one Queue Status key for each agent group, the Shift key and the 
READ 
(SUPERSET 4) or 
AGENT (SUPERSET 420) softkey. 
Senior supervisors and 
supervisors who are responsible for more than one agent group can’t have Agent 
Status keys programmed on their sets, 
Each 
Queue Status key provides...

ACD Supervisor and Senior Supervisor Sets 
The REMINDER (SUPERsET4) or NAME (SUPERsET420) softkey will display the 
name of the agent group, if a name was assigned during CDE. 
Pressing the HELP 
softkey displays the prompt PRESS KEYO-9. As each dial pad key 
is pressed, a help message is displayed on the set to remind the user which report is 
associated with that dial pad key. Table 61 lists the queue status reports and the key 
that displays each report. 
Arrow softkeys 
( -) , + ) on the SUPERSET 4...

ACD TELEMARKETER Application Package 
KEYNAME 
Queue Status Queue Status Queue Status 
Key #l display Key #2 display 
Agent Group 1 Agent Group 2 Queue Status 
Key #3 display 
Agent Group 3 
Stlll 
Shii 
Shift Agent Group 
4 
Agent Group 7 
Agent Group 
1 Agent 
Group 5 
Agent Group 
6 
none none 
Agent 
Group 2 
Agent Group 
3 
I Figure 6-9 Shift Key Operation 
Call Monitoring 
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Purpose 
6.11 
The Call Monitoring feature allows the senior supervisor or supervisor to listen-in on 
an agent’s...