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

							ACD AGENT SETS 
This section describes the ACD TELEMARKETER features on SUPERSET 4, 
SUPERSET and SUPERSET telephones used by ACD agents. Descriptions 
of the following features are provided: 
l ACD agent login and logout 
l Agent functions 
l Special feature keys, set displays and/or indicators 
The information in this section is aimed at those planning an ACD installation, setting 
up an ACD system, and operating the sets in an existing system. 
ACD Agent Login/Logout 
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5.1 All ACD positions are linked to software, not hardware, so the system recognizes a 
login from any 
SUPERSET 4, SUPERSET 470 or SUPERSET 420 telephone within 
the PABX, and immediately transforms the set to the user’s preprogrammed 
specifications. The system routes calls to an agent only after the agent logs in to the 
ACD system. 
When a position logs in, the set’s name, COS, speedcall and feature keys are replaced 
by those assigned to the position in CDE. Call forwarding, DND, redial, reminders, 
callbacks or messaging are not affected by position login. 
While agents are logged in to the ACD system, they can’t program their personal keys 
(SUPERSET and 
SUPERSET telephones) or line select keys (SUPERSE7’4 
telephones). 
Login 
To login, the agent dials an access code followed by the ID number assigned through 
I CDE. Dial tone indicates a successful login. In addition, the status indicator beside the 
Make Busy key turns on solid and ACD LOGIN appears briefly on display sets. 
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I . 
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Login Conditions 
The following conditions must be met before an ACD position can login: 
The position must not be logged in already. 
The position must be logging in to a 
SUPERSET4, SUPERSET47Oor SUPERSET 
420 
telephone. 
The position will be unable to login when there are key definitions in the position’s 
ACD Keys Template for keys which are not physically present on the set (keys 7 to 15 
on a 
SUPERSET and keys 13 to 15 SUPERSET sets). An “INVALID KEY 
message will appear on the 
SUPERSET in this case. 
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ACD TELEMARKETER Applications Package 
l The position must have an ACD template enabled in its Class of Service (COS). 
l The SUpERsET telephone must have no appearances of its prime line anywhere 
in the system, nor can this set have a SUPERSET 
DSS module associated with it. 
I 
Logout 
To logout, the agent dials the IogWlogout access code. ACD LOGOUT appears briefly 
on display sets. Dial tone indicates a successful logout. To login to another group, the 
agent dials the access code again followed by the ID number for the second group. 
Logout Conditions 
An agent can’t log out while on an ACD call. If an agent on an ACD call (in progress 
or on softhold) attempts to logout, the agent receives reorder tone. 
If a position is logged in at a SUpERsET4, SUpERsET or SUPERSET set 
and the user changes the set at that extension to an illegal ACD device, the position 
will be automatically logged out. 
ACD Agent Functions 
Each logged in agent uses a SUPERSET 4, SUPERSET 4 IO or SUPERSET 420 
telephone that is normally programmed with one line select key or personal key 
assigned as a Make Busy key, and 
a second as a Queue Status key. SUPERsET 
and SUPERSET 420 
agents also have access to a HELP softkey. The following 
subsections describe the functions of these keys and their operation. 
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							ACD Agent Sets 
Make Busy Key 
Purpose 
I 5.3 Every agent set should be preprogrammed with one line select key (SUPERSET4) 
or personal key (SUPERSET and SUPERSET420) allocated as a Make Busy 
feature key. 
Activating the Make Busy feature prevents ACD calls from ringing the set. Normal 
operation of the set is not affected and calls in progress are not disrupted. An agent can 
press the Make Busy key when the set is idle or during a call. If the agent press the 
Make Busy key during a call, the set is automatically placed in Make Busy state when 
the agent goes on hook. The set remains in the Make Busy state until canceled by the 
agent. 
Operation 
Press the Make Busy feature key. To cancel Make Busy, press the Make Busy key 
again. When calls ringing the set are not answered within the period specified by the 
Call Forward No Answer Timer in the agents COS, the system places the set in Make 
Busy, and causes the LCD beside the Make Busy key to flash to advise the agent of 
the Make Busy state (see below). The agent must press the Make Busy key to cancel 
the Make Busy state. 
Make Busy LCD Indicators 
The LCD indicator beside the Make Busy key will flash when the set is in the Make Busy 
state. The LCD indicator remains on solid when the set is not in Make Busy mode. 
Figure 5-l and Figure 5-2 show the LCD indicators associated with the Make Busy 
key. 
Key 
Make Busy 
status LCD Symbol 
In Make Busy 
H a a 
FastRash(15Omsecon/15Ooffj 
Not in Make Busy 
Figure 5-l Make Busy LCD Indicator: SUPERSET 
Key 
Make Busy 
status 
In Make Busy 
Not in Make Busy 
L b 
Figure 5-2 Make Busy LCD Indicator: SUPERS/T470 and SUPERSET  LCD 
Symbol 
q mm Fast Flash (150 msec on/150 off) 
q Solid Triangle 
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							ACD TELEMARKETER Aoolications Packaae 
Queue Status Key 
5.4 
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Purpose 
The Queue Status key and the LCD beside the key show the agent the current status 
of the call waiting queue and the load condition of the queue. 
The following operational information applies only to the SUPERSET 4 and 
SUPERsET telephone sets. Pressing the Queue Status key has no effect on the 
SUPERSET telephone. Note, however, that the LCD Indicators described below 
apply to all three telephone sets. 
Operation 
When the Queue Status key is pressed, the main display on the set shows the queue 
number, the number 
of ACD calls waiting in the queue, and the longest call waiting time. 
Figure 53 shows a typical display on a SUPERSET 4 telephone. In this example, 
group’number 1 is displayed, showing IO calls in the queue waiting to be answered. 
The oldest call has been waiting for 3 minutes and 16 seconds. A similar display will 
appear on the SUPERSET telephone set. 
Q:Ol 1OCW 03:16 
EXIT REMINDER HELP 
Figure M Sample Queue Status Display: SUpERsET 
At this point, the agent can press the EXIT softkey 
(SUPERSET4) or the SuperKey 
(SUPERSET42U) to terminate the Queue Status display. A REMINDER (SUPERSET 
4) or NAME (SUPERSR42a) softkey will appear if the group was assigned a name 
during CDE. Pressing this softkey displays the group name. 
While on an ACD call, the HELP softkey is available to agents using SUPERSET and 
SUPERsET telephone sets. Paragraph 5.5 describes the HELP function. 
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ACD Agent Sets 
Queue Status LCD Indicators 
The LCD beside the Queue Status key on the SUPERSET 4, 
SUPERSET 4 IO and 
SUPERSE7-420 telephones indicates the load condition of the agent queue. The LCD 
is off when 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 agent’s group. 
The LCD is updated periodically to indicate when a call remains waiting 
in the queue 
beyond an assigned threshold time. Two status threshold times are programmed in 
CDEfor each agent group, As the timers expire, the LCD is updated to inform the agent 
of the workload. Figure 5-4 and Figure 5-5 show the LCD indicators associated with 
the Queue Status key. 
lueue Status No Calls Waiting 
status 
Calls Waiting Before First Threshold Period 
Calls Waiting Between First and Second 
Threshold Periods 
Calls Waiting Longer Than Second Threshold 
Period 
Calls Have Overflowed LCD Symbol 
~wzla~ 
Pulsed Flash (600 msec on/l 50 offI 
Haa 
Fast Flash (150 msec on/l 50 off) 
Figure 5-4 Queue Status LCD Status Indicators: SUPERSET Telephone 
Key 
;lueue Status 
status 
No Calls in Queue 
Calls Waiting Before First Threshold Period 
Calls Waiting Between First and Second 
Threshold Periods 
Calls Waiting Longer Than Second Threshold 
Period 
Calls Have Overflowed LCD Symbol 
El Solid Triangle 
mum 
Slow Flash (750 msec on/750 0ftJ 
q mamm 
Pulsed Flash (600 msec on/l 50 off) 
q mm 
Fast Flash (150 msec on/l 50 off) 
I 5gure 5-5 Queue Status LCD Status Indicators: SUPERSET and SUPERSET 
Telephones 
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							ACD TELEMARKETER Applications Package 
HELP Softkey 
5.5 
Purpose 
During an ACD call 
SUPERSET and SUPERSET agent sets display the HELP 
prompt. Help allows the agent, while involved in an ACD call, to request that a 
supervisor monitor the call. The agent may also tape the call by pressing the HELP 
softkey and dialing the directory number of a recording device. This recording device 
must be a member of a hunt group. 
The HELP function is not available on the SUPERsET telephone. 
Operation 
To request help while involved in an ACD call, the agent presses the HELP softkey. The 
display changes to CALL SUPERVISOR (or CALL SENIOR S. if the agent is reporting 
directly to a senior supervisor). 
Three choices 
are then presented to the agent. To complete the help request call to the 
supervisor, the agent may press the YES softkey. If the agent decides to terminate the 
help request, the EXIT softkey 
(SUPERSET 4) or SuperKey (SUPERSET 42q is 
pressed. 
When the NO softkey is pressed, an ENTER NUMBER prompt appears. This allows 
the agent to select another help destination by either dialling 
a valid destination number 
or by pressing a programmed speed call. A valid destination number in this case is the 
ID forthesupervisor or senior supervisor, or an access code for a recording hunt group. 
Once a valid number has been entered, the agent presses the CALL softkey to 
complete the call. HELP REQUESTED appears on the agent set when the destination 
begins ringing. 
When the help request is answered, the agent set display changes to ‘XXXXX 
MONITORING’ 
(SUPERSET 4) or ‘XXXXX INTRUDING’ (SUPERSET 42cI), where 
‘XXXXX’ is the helper’s extension number. If the destination is unavailable, the agent 
set d/splays DESTINATION BUSY. The ENTER NUMBER prompt is shown again to 
enable the Agent to redirect the request. 
The person or recording device responding to the help call is automatically placed in 
a “listen only” state. A supervisor or senior supervisor may break into the conversation 
by pressing the CONF (SUPERsET4) or TRANS/CONF (SUPERSfl42U) key. 
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							ACD Agent Sets 
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After Work Timer 
Purpose 
5.6 When an agent completes an ACD call, a programmable “After Work Time” period is 
allotted during which the agent can complete work generated by the ACD call. 
Agents using 
SUPfRET or SUPERSE742Otelephones can cancel the “After Work 
Timer” should their work be completed before the timer expires. Cancelling the timer 
allows the agent to take the next ACD call. 
Displays are provided on 
SUPERSET 4 and SUPERSET 420 telephones to indicate 
that the After Work Timer is running. The SUPERSET does not provide an After 
Work Timer display and an agent using this set is unable to cancel the work timer. 
Operation 
To cancel the After Work Timer, press the OFF softkey (SUPERSET4) or the RESUME 
softkey (SUPERSET420). 
Auto Answer 
5.7 The agent’s set can be programmed with a COS option to auto-answer when a call 
arrives at the set. Auto Answer can be forced to be turned on when the agent logs in. 
The auto-answer process is described below: 
1. 
2. 
3. 
4. 
5. 
6. 
7. 
8. Call arrives at free agent. 
The agent’s SUPERSET4, SUPERSET 7Oor SUPERSE7420telephone gives a 
burst of ringing. 
The agents SUPERSETtelephone answers the call and the two parties are con- 
nected. 
At the completion of the call, the external party hangs up. 
Agent’s SUPERSETtelephone gives a hang up tone (Miscellaneous Tone). See 
Note below. 
The After Work Trmer starts. 
When After Work Timer expires, a new call is waiting. 
Agent’s SUPERSETtelephone gives a 
burst of ringing, and the sequence repeats 
for 
all new calls. 
Note: Agents occasionally mistake the hang-up tone, which indicates the end of a call, for a 
burst of ringing indkxting a new call. This can lead 
to confusion sincethe agent is actually 
on the After Work Timer rather than answering a new call. 
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							6 . 
ACD SUPERVISOR AND SENIOR 
SUPERVISOR SETS 
This section describes the ACD TELEMARKETER features on SUPERSET 4 and 
SUPERSET 420 telephones used by ACD supervisors and senior supervisors. 
SUPERSET 410 telephones cannot be used in the supervisor or senior supervisor 
positions. Descriptions of the following features are provided: 
Senior supervisor and supervisor login and logout 
Senior supervisor and supervisor functions 
Feature keys, reports, set displays and/or indicators 
Call monitoring 
Help calls 
The number of agents involved determines whether there is a 
need for both supervisors 
and senior supervisors to oversee ACD operations. 
The information in this section is aimed at those planning an ACD installation, setting 
up an ACD system, and operating the sets in an existing system. 
I ACD Supervisor and Senior Supervisor Login/Logoti’ 
6.1 The system recognizes a supervisor only after the supervisor logs in to the ACD 
system. Once logged in, the set takes on the properties assigned to the supervisor 
through CDE. 
When a position logs in, the set’s name, COS, speedcall and feature keys are replaced 
by those assigned to the position in CDE. Call forwarding, DND, redial, reminders, 
callbacks or messaging are not affected by position login. 
While supervisors are logged in to the ACD system, they can’t program their personal 
keys (SUPERsET telephones) or line select keys (SUPERSET 4 telephones). 
Login 
To login, the supervisor dials an access code followed by the ID number assigned 
through the ACD Supervisor Form in CDE. ACD LOGIN appears briefly in the display 
and the supervisor hears dial tone. 
Login Conditions 
The following conditions must be met before an ACD position can login: 
I 
l The position must not be logged in already. 
l The position must be logging in to a SUPERSET or SUPERSET telephone. 
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A SUPERSET420telephone user will be unable to login when there are key defini- 
tions in the position’s ACD Keys Template for keys which are not physically present 
on the set (keys 13 to 15). An “INVALID KEY” message will appear on the 
SUpERsET in this case. 
The position must have an ACD template enabled in its Class of Service (COS). 
The SUpERsET telephone must have no appearances of its prime line anywhere 
in the system, nor can this set have a 
SUPERSETDSS module associated with it. 
Logout 
To log out, dial the access code again. ACD LOGOUT appears briefly in the display and 
the supervisor hears dial tone. Press HANGUP or dial. 
If a position is logged in at a 
SUPERSET or SUPERSET set and the user changes 
the set at that extension to an illegal ACD device, the position will be automatically 
logged out. 
ACD Supervisor Functions 
6.2 The ACD supervisor position is reserved for the individual responsible for the 
supervision of one or more agent groups. 
Supervisors are unable to answer ACD calls Instead, they are assigned 
pm-programmed keys which allow them to display status reports for agent queues and 
individual agents, establish a call monitor on an agent, or respond to a help request 
from an agent. 
The way in which a supervisor obtains status reports for agent queues and individual 
agents differs slightly depending on whether the supervisor is responsible for one or 
more than one agent group. 
Two scenarios are described in the following sections: supervisors with only one agent 
group (starting at paragraph 6.4), and supervisors with more than one agent group 
(starting at paragraph 6.8). 
ACD Senior Supervisor Functions 
6.3 The ACD senior supervisor is responsible for one or more supervisors in addition to 
supervising agent groups 
Senior 
supervisors are unable to answer ACD calls. Instead, they are assigned 
pre-programmed keys which allow them to display status 
reports for agent queues and 
individual agents, establish a call monitor on an agent, or respond to a help request 
from an agent. 
Senior supervisors obtain status reports for agent queues and individual agents in 
much the same way as supervisors with more than one agent group. The information 
provided in paragraph 6.8 onward applies to both groups. 
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