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

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Agent Status Reports
Table 4: Agent Status Reports
Key # Sample Display Description
0 AVERAGE WAITING TIME 01:55 Average waiting time for agent
1 NUMBER OF ACD CALLS ANSWERED: 25 Number of ACD calls answered by agent
2 AVERAGE DURATION OF ACD CALLS 02:14 Average duration of ACD calls
3 NUMBER OF NON-ACD CALLS HANDLED: 3 Total non-ACD calls made/answered by agent
4 AVERAGE DURATION OF NON-ACD CALLS 01:27 Average duration of non-ACD calls
5 NUMBER OF TIMES AGENT MADE BUSY: 4 Number of times agents made busy
6 AVERAGE DURATION OF BUSY STATE 03:42 Average duration of make busy state
7 NUMBER OF ACD CALLS PUT ON HARD HOLD: 5 Number of ACD calls put on hard hold
8 AVERAGE HOLD DURATION OF ACD CALLS 00:32 Average duration of ACD calls on hard hold 
						

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Status Indicators
The following table illustrates the behavior of line status indicators.
Table 5: Status Indicators
Key  Status  Indicators
Prime Line  Idle  Off
 Busy  On
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 
Agent Status  Agent logged out  Off
 Agent logged in - no calls waiting  Pulsed flash
 Agent set made busy  Fast flash
 Agent on ACD call  On
 Agent on non-ACD call  Slow flash
 Holding an ACD call  On
 After call work timer  On
Shift  Shift not activated  Off
 Shift activated  On 
						

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ADDITIONAL FEATURES 
						

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Some Additional Features
Instructions for performing commonly used features are given below.
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 the Trans/Conf softkey.
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 Back to Held softkey to return to the original
call.
Setting up a 3-party conference:
1. While on a call, press the Trans/Conf softkey.
2. Dial the number of the third party.
3. When the called party answers, introduce the conference.
4. Press the Conference softkey to form the conference. 
						

							35 Making a directed page:
1. 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