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 duration of make busy state
8  # ON HOLD 4  Number of ACD calls put on hard hold
9  AVG HOLD 00:51  Average duration of ACD calls on hard hold
* The condensed queue status report available to supervisors at key ”0“ consists
of the following information displayed from left to right:
·Number of ACD calls answered by the group.
·Number of abandoned ACD calls.
·Number of agents logged in.
·Number of times agents made busy.
·Number of non-ACD calls handled by the group.
The report available to senior supervisors at key ”0“ consists only of ”Number of
agents logged in“ and not the condensed report that is available to a supervisor. 
						

							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 make busy state
8  # ON HOLD 5  Number of ACD calls put on hard hold
9  AVG HOLD 00:32  Average duration of ACD calls on hard hold 
						

							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  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 
						

							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 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/CO NF.
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 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