Mitel Sx-200 El/ml TELEMARKETER Agent Guide

							ACD TELEMARKETER® Agent Guide 
						

							DUE TO THE DYNAMIC NATURE OF THE PRODUCT DESIGN, THE INFORMATION CONTAINED IN
THIS DOCUMENT IS SUBJECT TO CHANGE W ITHOUT NOTICE. MITEL CORPORATION, ITS
AFFILIATES, AND/OR ITS SUBSIDIARIES ASSUME NO RESPONSIBILITY FOR ERRORS AND
OMISSIONS CONTAINED IN THIS INFORMATION.
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© Copyright 2001, Mitel Networks Corporation.

	
	


 
						

							3
Contents
Introduction ................................................................................ 4
Logging In and Out .................................................................... 5
Answering Calls ......................................................................... 6
Using a Headset ......................................................................... 7
After Work Timer ...................................................................... 10
Make Busy ................................................................................ 11
Queue Status ............................................................................ 12
Help ........................................................................................... 13
Status Indicators ...................................................................... 14
Additional Features .................................................................. 15 
						

							4
Introduction
This guide provides instructions for using ACD features on SUPERSET 4015 and
SUPERSET 4025/4125 telephones. Refer to your SUPERSET 4015 or
SUPERSET 4025/4125 User Guide for information on non-ACD features, and for
a description of your telephone.
One of the personal keys on your set is programmed as a MAKE BUSY feature
key. A second personal key is programmed as a QUEUE STATUS feature key.
As an ACD agent, you’ll use the features associated with these keys.
The instructions in this guide assume that you are using either a headset or the
Auto Answer feature (see Answering Calls and Using a Headset).
IMPORTANT NOTE FOR HEADSET USERS: 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. 
						

							5
Logging In and Out
Your supervisor should have assigned you an agent identification number. This
number allows you to access the ACD system. Check with your supervisor if you
don’t have an agent identification number.
Note: You can’t program your set’s personal keys while you’re logged in.
To log in:
1. Enter the Login/Logout feature access code.
2. Enter your agent identification number.
If you log in successfully, you hear dial tone, ACD LOGIN appears in the
display, and the status indicator beside the MAKE BUSY feature key
turns on.
If you’re unsuccessful, you hear error tone (continuous beeps) and
INVALID, NO ACCESS, or INVALID KEY appears in the set display.
Contact your supervisor if you can’t log in.
3. On SUPERSET 4015 telephones, Press your PRIME line select key
(bottom personal key).
On SUPERSET 4025/4125 telephones, Press SPEAKER.
To log out:
1. Enter the Login/Logout access code.
You hear dial tone, ACD LOGOUT appears in the display, and the status
indicator beside the MAKE BUSY feature key turns off.
2. On SUPERSET 4015 telephones, Press your PRIME line select key
(bottom personal key).
On SUPERSET 4025/4125 telephones, Press SPEAKER. 
						

							6
Answering Calls
You may prefer to answer your calls automatically using the Auto Answer
feature. When you receive a call, you hear one short ring before being
automatically connected to the caller. To end the call, you press CANCEL.
Note: On SUPERSET 4015 telephones, the Auto Answer feature works only if
your set is in Headset mode.
To set or cancel Auto Answer:
•Press the AUTO ANSWER feature key.
AUTO ANSWER ON or AUTO ANSWER OFF appears briefly in the
display to indicate that the feature is on or off.
The status indicator for the AUTO ANSWER feature key turns on when
Auto Answer is activated. The status indicator is off when Auto Answer is
cancelled.
Note: Never leave your telephone unattended while Auto Answer is on. 
						

							7
Using a Headset
Note: Your system administrator may have enabled full-time headset operation
on your telephone. Telephones with full-time headset operation enabled must be
operated only with headsets.
A headset can be used either in regular answer mode or with the Auto Answer
feature programmed.
Most headsets are installed using the same jack that the handset plugs into.
MITEL’s Headset with Feature Control Switch (PN 9132-800-500-NA) plugs into
the dedicated headset jack (the jack nearest the front of the set).
To Install a Headset (no feature control switch)
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. Unplug the handset cord where it connects to the telephone.
3. Plug in the headset cord in the same place.
4. Store your handset in a safe place.
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. Store your headset in a safe place. 
						

							8 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.
 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. Store your headset in a safe place
.
Enabling/Disabling Headset Operation:
To enable or disable headset operation for headsets on telephones that are not
programmed for full-time headset operation:
•Press the HEADSET feature key.
•Connect or disconnect the headset at the quick-disconnect plug
(Headset with Feature Control Switch only). 
						

							9 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.
Handling Calls with a Headset with Feature Control Switch:
To answer a call (when Auto Answer is disabled):
•Quickly press and release the Control Switch.
To mute the headset microphone (Headset with Feature Control Switch only):
•Press and hold the Control Switch.
To hang up:
•Quickly press and release the Control Switch. 
						

							10
After Work Timer
After ending an ACD call, you’ll be allowed a certain amount of time to complete
the work generated by the call before another ACD call is directed to your set.
AFTER WORK TIME appears in the display while timer is counting down. You
have the option of canceling the timer and accepting another call before the timer
expires.
To cancel the after work timer:
•Press CANCEL or RESUME (SUPERSET 4025/4125 telephones).
Your telephone is now ready to receive another ACD call.
Note: If you make a call or answer a non-ACD call, the timer is automatically
cancelled. Be prepared to answer another ACD call when you go on-
hook.