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

							31
Queue Threshold Alert / Queue Status
Supervisors may need to be alerted when any of two or more Agent Groups have
exceeded programmed limits.  For this reason, Supervisors may have two or
more Specific Group Queue Status Feature Keys programmed on their set, each
dedicated to a different Group’s activities. Their operation and the alerts
associated with them are the same as Generic Group Queue Status Feature
Keys, which are detailed in Queue Threshold Alert and Queue Status in the
Agent Features and Capabilities section of this guide. 
						

							32
Silent Agent and Group Monitoring
Silent monitoring allows you to listen to conversations between Agents and ACD
callers, or between Agents and ACD callers in conference with a third party, in
one or more Agent Groups.
Benefits of Silent Monitoring
Silent monitoring can be done either with or without an Agent’s knowledge,
depending on how this feature was set up by your System Administrator. If Agent
notification has been programmed, the Agent you are monitoring will receive a
Conference tone at the start of the monitoring period. Agents can only be
monitored by one Supervisor at a time. When you are monitoring an Agent,
neither the Agent or the ACD caller can hear you. During Agent monitoring, you
can join into the conversation by initiating a ”Conference“ as described later in
this guide.
Restrictions to Silent Monitoring
•While monitoring, you cannot be interrupted by previously-activated
features such as Camp On or Callback.
•During monitoring, you temporarily lose Hard Hold, Soft Hold, and
Phonebook features.
•A call cannot be transferred to you while you are monitoring.
•An Agent who has a call on Soft Hold cannot be monitored.
•You cannot commence Agent monitoring if you have a call on hold.
•You cannot monitor calls that are directed to a recorded
announcement until the ACD caller has been answered by an Agent.
•If you establish a conference during Silent Monitoring, you will not be
placed automatically in Silent Monitor mode once the conference has
ended. You must start over and re-establish Silent Monitoring
following termination of the Conference.
•If you are responsible for monitoring more than one Agent Group, you
must exit the Silent Monitor feature for the Group you are presently
monitoring and then re-establish it for the next Group you want to
monitor. 
						

							33
Using Silent Monitoring for Individual Agents
Silent Monitoring can be performed on- or off-hook.
To establish this type of Silent Monitor, perform the following tasks:
1. Lift the handset and listen for dial tone, if off-hook operation is
desired. Otherwise, skip this step.
2. Press the Monitor Softkey.
3. Enter the Agent Identification (I.D.) Number or Extension number of
the Agent you want to monitor. When you start to enter the number, a
 arrow appears. Use the  Softkey to change incorrect entries.
If no conversation is taking place, you will hear silence, and the display
will show the Extension number followed by WAITING.
If a conversation is in progress, or begins, you will hear a conference tone
prior to the conversation, and the display will show the Extension number
and the Agent’s name.
When the conversation ends you receive Conference tone followed by
silence until the next conversation begins. To join the conversation being
monitored, refer to ”Conferencing“ later in this guide.
4. To exit Silent Monitoring, hang up your handset or press the Cancel
Function Key.
Using Silent Monitoring for Agent Groups
Silent Monitoring can be performed on- or off-hook.
To establish this type of Silent Monitor, perform the following tasks:
1. Lift the handset and listen for dial tone, if on-hook operation is
desired. Otherwise, skip this step.
2. Press the Monitor Softkey.
3. Enter the Agent Group Number you want to monitor. If no
conversations are taking place in the Group, you will hear silence and
the display will show the Group number, followed by WAITING. 
						

							34 If a conversation is in progress or begins, you will hear Conference tone
prior to the conversation, and the display will show the Group number and
the name of the Agent.
When the conversation ends you will receive Conference tone followed by
silence until the next conversation begins. To join the conversation being
monitored, refer to ”Conferencing“ later in this guide.
You may monitor a different Agent in the Group by pressing the 
Softkey. There is a brief period of silence between the removal of the first
monitor and the creation of the second. When the  Softkey is pressed,
and there are no other conversations in the Group, you are returned to
the original conversation.
4. To exit Silent Agent Group Monitoring, hang up your telephone or
press the Cancel Function Key. 
						

							35
Conferencing
This feature allows you to join into a conversation that is being monitored. You,
the Agent, and the ACD caller are joined in conversation. All parties hear the
Conference tone when you start the Conference.
Starting a Conference
1. Establish a Silent Agent or Group Monitor as explained in Silent
Agent and Group Monitoring.
2. Press the Trans/Conf Function Key to join the conversation. Silent
Monitoring ends when the Conference begins.
3. To exit the Conference, hang up your telephone or press the Cancel
Function Key. Following termination of a Conference you must start
over and re-establish Silent Monitoring as described in Silent Agent
and Group Monitoring. 
						

							36
Responding to Help
As a Supervisor, Help requests are made to you by Agents under your
supervision. These Help requests are initially for you to silently monitor a
conversation in progress. Once you are monitoring your Agent and a caller they
are in conversation with, you have the ability to remove your Silent Monitor and
actively join the conversation in progress. You also have the option of
discontinuing the Silent Monitor mode that was established when you responded
to the Help request.
Help requests override any Call Forwarding, Do Not Disturb, or Re-routing that
may have been established on your set. A Help request does not respond to Call
Pickup from other sets.
If you are currently monitoring an Agent who requests Help from you, a delay of 5
seconds takes place at the Agent’s set prior to the Agent’s indication that Help is
in progress. This is done so that the Agent doesn’t necessarily know that
monitoring was in progress.
If you are monitoring an Agent that requests Help from a Supervisor other than
yourself, you receive a Conference tone, are temporarily removed from your
monitor status, and return to the WAITING display on your set. This Conference
tone indicates that this is not the normal completion of a call. When this Help
session is completed, the original monitor is re-created and you receive
Conference tone again to indicate that the active monitor condition has resumed.
If you have logged in as an Agent in addition to your supervisory role, Agents are
able to request Help from you without knowing your location by using your Log-In
I.D. number. This allows you to move freely from station to station. If you decide
to log out during a Help or Silent Monitor session, the Log Out does not affect the
session in any way until you hang up. 
						

							37
What Happens in a Help Request
When you receive a Help request from an Agent, your set emits a triple ring.
HELP is displayed, followed by the Extension number and name (if programmed)
of the Agent requesting Help.
To respond to the Help request:
1. Pick up your handset. Your set automatically goes into Silent Monitor
mode and you hear the conversation in progress. HELP disappears
from your display, but the Extension number and name (if
programmed) remains displayed.
At any time during monitoring, you can either initiate a Conference or exit
from the Help mode.
To initiate a Conference, press the Trans/Conf Function Key on your set.
The display shows CONFERENCE and Conference tone is sent to the
Agent only. You are now in Conference with the Agent and any other
callers they are speaking to.
NOTE: Split allows you to break the conference and redirect the call to another
party.
2. To exit from Help or Conference modes, hang up your telephone. 
						

							38
System Reporting Capabilities
The SX-2000 system is capable of producing many reports that can be used as
management tools to study the effectiveness of the ACD operation. These
reports may be presented in a variety of ways based on the software package
used to generate them.
The categories of reports that pertain to ACD are Real Time Events Records and
Station Message Detail Recordings (SMDR). It is beyond the scope of this guide
to discuss these reports in detail, but a brief description of them is included to
summarize their intended use.
Time Events Records
Real Time Events Records are used to record the activity of the entire ACD
operation, and are available from the System Administrator. These records are
divided into two groups: Call Events and Group and Path Statistics Events. Call
Events report on individual ACD Agent activity, while Group and Path Statistics
Events provide a cumulative report on Group and Path status.
Call Events
As ACD Agent activities occur, a report is generated to show the following:
•Work Timer Start Event: Indicates the start of the timer, for an agent’s
set with Work Timer programmed. Work timers are given only for
answering ACD 2000 calls.
•Work Timer End Event: Signifies the end of the Agent’s Work Timer,
for both normal timer expiration, and timer cancelled by Agent.
•Answer Personal Call: Signifies the Agent answering a personal call,
i.e., a non-ACD 2000 call.
•Originate Call Event: Signifies the Agent entering a conversation.
•Agent Idle Event: Signifies the Agent completing a personal call or, if
no Work Timer is programmed on the Agent’s set, any call.
•Call Hold Event: Occurs when an Agent puts a call on Hard Hold.
•Call Hold Retrieve Event: Occurs when an agent retrieves a call from
Hard Hold.
•Call Hold Abandon Event: Occurs when an Agent’s held party clears
down (i.e., is answered) while on hold. 
						

							39 •Agent Log-In: Records each time an Agent successfully logs in.
•Agent Log Out: Records each time an Agent successfully logs out.
•Set Do Not Disturb (DND): Records each time a set is placed in the
DND state.
•Remove DND: Records each time a set is removed from DND state.
•Set Make Busy: Records each time a set is placed in Make Busy
state.
•Remove Make Busy: Records each time a set is removed from the
Make Busy state.
•Answering Incoming ACD Calls: Records each time an Agent answers
an ACD call that was directed to a Path, and includes the Agent I.D.
number, extension number and Path Reporting number
•Agent Idle: Records the time when the Agent Work Timer expires or
was cancelled. If the Work Timer is not in effect, the end of each call
or the start of the Work Timer is recorded.
Path and Group Statistics Events
The Group and Path Statistics Events provide a cumulative report on Group and
Path status. The events are generated once every 15 seconds (less frequently
under high-traffic environments) for those Paths and Groups programmed to
report statistics events. One additional event, a Refresh Reports event, is
generated to signify the start of each new cycle of Path and Group Statistics
events.
Station Message Detail Recording (SMDR)
SMDR contains additional details about call re-routing and call transfer. The
following descriptions pertain to ACD-related SMDR reports:
•Time to Answer: Records the total time to answer a call
•Transferred Calls: Records each time a call was transferred
•Digits Dialed Field: Records the ACD Path which was called, each
Group the call was presented to and the Group which answered the
call. Paths and Groups are identified by their reporting numbers within
the Digits Dialed field.
•Called Party Field: Records the Agent ID of the Agent which
answered the ACD Path call. 
						

							40
Personal Directory
Your Extension Number:____________________
Your Agent I.D. Number:____________________
Your Supervisor I.D. Number:________________
Your Group Name/Number:___________________
Use this table to record your frequently used numbers.
Name Number
Use this table to record the feature access codes you are most likely to need on
your telephone set.
Feature Access Code
Auto Answer
Do Not Disturb
Headset Operation
Make Busy