Mitel Sx-200 El/ml TELEMARKETER Agent Guide

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Make Busy
If you require extra time to handle paperwork between calls, or if you must leave
your phone unattended for a short period, you can place your set in busy state.
When your set is in busy state, ACD calls are not directed to your set.
To place your set in busy state:
•Press the MAKE BUSY feature key.
The status indicator beside the key flashes quickly.
To take your set out of busy state:
•Press the MAKE BUSY feature key.
The status indicator beside the key stops flashing.
Note: You can press the MAKE BUSY key during a call and your telephone will
be placed in busy state when you go on-hook. 
						

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Queue Status
If your set is programmed with a QUEUE STATUS feature key, the status
indicator beside the key shows the status of the call-waiting queue (see Status
Indicators).
Pressing the QUEUE STATUS feature key displays queue information for your
agent group.
To display the current status of your agent group:
1. Press the QUEUE STATUS feature key.
The display shows the following information from left to right:
a) your agent group number
b) the number of calls waiting to be answered
c) the longest time a call has been waiting.
2. Press NAME (SUPERSET 4025/4125 only):
The display shows the name of your agent group.
3. Press SUPERKEY to exit. 
						

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Help (SUPERSET 4025/4125 telephones only)
 If you require assistance during a call -- perhaps you’re unable to answer a
caller’s question, or you’ve encountered an abusive caller -- you can press the
HELP softkey to alert your supervisor or senior supervisor.
This feature isn’t available from SUPERSET 4015 telephones.
To alert your supervisor or senior supervisor:
1. Press HELP.
CALL SUPERVISOR? or CALL SENIOR S.? appears.
2. Press YES to request help from your supervisor
-or-
Press NO if you wish to request help from the supervisor of another 
group. ENTER NUMBER appears in the display. Enter the extension 
number of the desired supervisor and press CALL.
If the supervisor’s set is idle, HELP REQUESTED appears briefly in your display.
If the supervisor’s set is busy, DESTINATION BUSY appears briefly, followed by
the ENTER NUMBER prompt. You can then enter the extension number of
another supervisor.
When a supervisor has responded to your request, your display shows XXXX
INTRUDING, where XXXX is the supervisor’s extension number. Your supervisor
is automatically placed in a listen-only state, but can join the conversation at
anytime. 
						

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Status Indicators
The following table shows the status indicator displays for your PRIME LINE key, MAKE
BUSY key, and QUEUE STATUS key.
Status Indicators
  
Key  Status  Indicators
Prime Line  Idle  Off
 Busy  On
Make Busy  Not Made Busy (but Agent logged in)  On
 Made Busy  Fast Flash
Queue Status  No calls in queue  Off
 Calls waiting before 1st threshold time period.  On
 Calls waiting between 1st and 2nd threshold time periods.  Slow Flash
 Calls waiting longer than 2nd threshold time period.  Pulsed Flash
 Calls have overflowed.  Fast flash 
						

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Additional Features
Placing a call on hold:
1. Press the red HOLD key.
The status indicator of the held call flashes.
2. To retrieve the held call, press the line select key next to the flashing
status indicator.
Transferring a call:
1. While on a call, press TRANS/CONF.
2. Dial the number of the third party.
3. Hang up
-or-
Wait until the called party answers and then introduce the caller being
transferred. After introducing the caller, hang up. If you receive busy
tone or no answer, press CANCEL to return to the original call.
Setting up a 3-party conference:
1. While on a call, press TRANS/CONF.
2. Dial the number of the third party.
3. When the called party answers, introduce the conference.
4. Press TRANS/CONF to form the conference.
Making a directed page:
1. Dial the Direct Paging access code
-or- Press the DIRECT PAGE feature key.
2. Dial the extension number, or press the DSS key of the party being
paged.
3. Broadcast your message. 
						

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Notes