Mitel Sx-2000 El/ml For The Superset 4025/4125 Guide

REPORTS AND INDICATORS 

Queue Status Reports
Table 3: Queue Status Reports
Key Number  Sample Display  Description
0  16  2  10  2  8  Condensed queue status report*
1  WAIT TIME 00:46  Average waiting time for agents in group
2  # ACD CALLS 16  Number of ACD calls answered by group
3  ACD CALL 02:36  Average duration of ACD calls
4  # NON ACD 8  Number of non-ACD calls made/answered by group
5  NON ACD 01:12  Average duration of non-ACD calls
6  # MADE BUSY 2  Number of times agents made busy
7  AVG BUSY 03:42  Average...

Agent Status Reports
Table 4: Agent Status Reports
Key Number  Sample Display  Description
0  398 Bob  Agent identification number and name
1  WAIT TIME 01:55  Average waiting time for agent
2  # ACD CALLS 25  Number of ACD calls answered by the agent
3  ACD CALL 02:14  Average duration of ACD calls
4  # NON ACD 3  Number of non-ACD calls made/answered by agent
5  NON ACD 01:27  Average duration of non-ACD calls
6  # MADE BUSY 4  Number of times agents made busy
7  AVG BUSY 03:42  Average duration of...

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 hav e overflowed  Fast flash 
Agent Status  Agent logged out  Off
 Agent logged in - no calls waiting...

ADDITIONAL FEATURES 

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 TRANS/CO NF.
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...

Making a directed page:
1. Dial the Direct Paging feature access code,
-or-
Press the DIRECT PAGE key.
3. Dial the extension number, or press the DSS key of the party being
paged.
Broadcast your message. 

Notes