Mitel Sx-2000 Light For The Superset 4025/4125 Guide

21 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. Press the Headset Feature Key.
6. Store your headset in a safe place.
Handling Calls with a Headset (no Feature Control Switch):
To answer a call (when...

22 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. Press the Headset Feature Key.
5. Store your headset in a safe place.
Handling Calls with a Headset (with Feature Control Switch):
To answer a call (when Auto Answer is disabled):
•Press the flashing...

23
Using and Canceling the Work Timer
The Work Timer provides a delay after each ACD call, before the next call is
directed to you. This gives you a certain amount of time to compete any work
generated by the previous call.
The Work Timer is automatic and you are not required to perform any procedures
to activate it. The length of time provided by the timer varies from 0 to 600
seconds, and is programmed only by the System Administrator.
Work Timers apply to ACD Agents and ACD calls only. Other calls to...

24
Taking a Break from Calls
(Make Busy Feature)
The way to temporarily restrict your set from receiving calls is to activate the
Make Busy feature. The main purpose of Make Busy is to relieve you from your
Automatic Call Distribution (ACD) workload for relatively brief periods of time,
thereby avoiding the need to log out and subsequently log in again. Make Busy
ensures that an ACD set does not receive calls when you are unavailable. Make
Busy applies to only ACD sets and to only those stations that...

25
Getting Help
Whenever you are in a conversation on an Automatic Call Distribution (ACD) call,
you can request help from an ACD Supervisor. The type of help you receive
initially is to have the Supervisor silently monitor the conversation. The caller is
not aware that they are being monitored unless the Supervisor later decides to
initiate a three-way conference, which can be done at any time during the call.
If a Supervisor has not logged in with an Agent Identification (I.D.) code, the Supervisor’s...

26
Canceling Help
While waiting for the Supervisor to respond to your Help request, you can cancel
the Help request before it is answered by pressing the Cancel Function Key. This
cancels the request and you are prompted to enter a second help number, if
desired. Your Help request is automatically cancelled if you do not enter digits. 

27
Queue Threshold Alert
Thresholds are programmed into the ACD system to provide a basis for alerting
Agents and Supervisors that calls have waited longer than acceptable limits
(thresholds) to be answered.
If your set is programmed with a Generic Group Queue Status Feature Key, it
can provide a visual indication of the current workload conditions of the
Automatic Call Distribution (ACD) Group into which you are logged (Supervisors
may have two or more Specific Group Queue Status Feature Keys and...

28
Queue Status
Agents may access the following queue-status information about their Group
(Supervisors may query more than one  Group):
•the number of active Agents in the Group
•the number of calls waiting for the Group (queue)
•the length of time that the longest call has been waiting for the Group.
NOTE: Agents in the Logged Out, Do Not Disturb, or Make Busy states are not
considered active Agents for the purpose of Queue Status.
When You Need To Know A Group’s Queue Status
•If your set is programmed...

29
ACD TELEMARKETER 2000
SUPERVISOR FEATURES AND
CAPABILITIES 

30
What is the Supervisory Position?
The Automatic Call Distribution (ACD) Supervisor position is for individuals who
are responsible for the supervision of one or more Agent Groups. All Supervisor-
related functions are programmed into the system by the System Administrator.
While Supervisors can log in as Agents to perform similar activities, they have
additional capabilities in order to support and monitor ACD Group activities. A
Supervisor need only log in if they are performing Agent activities to...