Home > Mitel > Communications System > Mitel Sx-200 El/ml TELEMARKETER For The Superset 4150 Guide

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

    Download as PDF Print this page Share this page

    Have a look at the manual Mitel Sx-200 El/ml TELEMARKETER For The Superset 4150 Guide online for free. It’s possible to download the document as PDF or print. UserManuals.tech offer 55 Mitel manuals and user’s guides for free. Share the user manual or guide on Facebook, Twitter or Google+.

    							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.
    1\\bYWXdcbUcUbfUT 
    						
    							3
    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
    Agent Status Reports  33
    Status Indicators  34
    Additional Features
    Some Additional Features 36 
    						
    							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. Senior supervisors monitor supervisors and
    possibly agent groups as well. An agent group can be monitored by either a
    supervisor or a senior supervisor, but not both. As a supervisor or senior
    supervisor, you can’t answer ACD calls from your set.
    One or more agent groups?
    You’ll have one QUEUE STATUS key programmed on your set for each of your
    agent groups. If you only have one QUEUE STATUS key (i.e., one agent group
    to supervise), you can also have AGENT STATUS keys programmed on your
    set.
    AGENT STATUS keys are not available on senior supervisor sets.
    You have easy access to information
    A QUEUE STATUS key allows you to access information for an agent group and
    for the agents within that group. An AGENT STATUS key displays information for
    individual agents within a group.
    Once you’ve accessed information, you can display the same type of information
    for other agent groups or agents by pressing other QUEUE STATUS keys or
    AGENT STATUS keys.
    You can exit an information display at any time by pressing SUPERKEY. 
    						
    							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
    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 you’re unsuccessful, you hear error tone (continuous beeps) and
    INVALID, NO ACCESS, or INVALID KEY appears on your set display.
    Contact your system administrator if you can’t log in.
    3. Press SPEAKER.
    To log out:
    1. Enter the Login/Logout access code.
    If you hear dial tone you have logged out successfully. ACD LOGOUT
    appears in the display.
    2. Press SPEAKER. 
    						
    All Mitel manuals Comments (0)

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