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

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Page 31 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...

Page 32 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...

Page 33 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...

Page 34 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...

Page 35 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...

Page 36 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...

Page 37 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...

Page 38 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...

Page 39 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...

Page 40 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

Page 41 41
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