Mitel Sx-200 El/ml TELEMARKETER For The Superset 4150 Guide

ACD TELEMARKETER® 

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.
™ Trademark of Mitel Networks Corporation.
© Copyright 2001, Mitel Networks Corporation.
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Contents
Getting Started
Introduction 6
Using a Headset 7
Logging In/Out  10
Queue Status
Queue Status at a Glance  12
Displaying a Group’s Queue Status  13
Displaying Reports  14
Scrolling Through Reports  15
About the Shift Key  16
Agent Status
About Agent Status Keys  20
Agent Status at a Glance  21
Displaying an Agents Status  22
Displaying Agent Status Reports  23
About the Shift Key  24
Agent Monitoring
About Agent Monitoring  28
Agent Help  30
Reports and Indicators
Queue Status Reports  32...

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5
GETTING STARTED 

6
Introduction
This guide provides instructions for using ACD supervisor and senior supervisor
features on SUPERSET 4150 telephones. Refer to your SUPERSET 4150 User
Guide for a description of your telephone, and non-ACD features.
Some of the personal keys on your set are programmed as QUEUE STATUS
keys or AGENT STATUS keys, and one may be programmed as a SHIFT key.
You use these keys to monitor the status of agents and agent groups.
Supervisor or senior supervisor?
Supervisors monitor agent groups....

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...

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...

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
Logging In / Out
Your system administrator should have assigned you an identification number.
Your identification number allows you to access the ACD system. Check with
your system administrator if you don’t have an identification number.
Note that you can’t program your set’s personal keys while you’re logged in.
To log in:
1. Enter the Login/Logout access code.
2. Enter your identification number.
If you’ve logged in successfully, you hear dial tone and ACD LOGIN
appears in your set display.
If...