Mitel Superset 4150 User Manual
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Mitel Superset 4150 User Manual

Acd supervisor / senior supervisor
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ACD
SUPERVISOR / SENIOR SUPERVISOR
User Guide for the Superset™ 4150 Telephone

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Summary of Contents for Mitel Superset 4150

  • Page 1 SUPERVISOR / SENIOR SUPERVISOR User Guide for the Superset™ 4150 Telephone...
  • Page 2 DUE TO THE DYNAMIC NATURE OF THE PRODUCT DESIGN, THE INFORMATION CONTAINED IN THIS DOCUMENT IS SUBJECT TO CHANGE WITHOUT NOTICE. MITEL CORPORATION, ITS AFFILIATES, AND/OR ITS SUBSIDIARIES ASSUME NO RESPONSIBILITY FOR ERRORS AND OMISSIONS CONTAINED IN THIS INFORMATION. Copyright 2004, MITEL Corporation.

  • Page 3: Table Of Contents

    Contents GETTING STARTED Introduction ...5 Using a Headset ...6 Logging In / Out ...9 QUEUE STATUS Queue Status at a Glance...13 Displaying a Group’s Queue Status ...13 Displaying Reports...14 Scrolling Through Reports ...15 About the SHIFT Key ...16 AGENT STATUS About Agent Status Keys ...21 Agent Status at a Glance ...21 Displaying an Agent’s Status...21...

  • Page 5: Getting Started

    GETTING STARTED...

  • Page 7: Introduction

    Introduction This guide provides instructions for using ACD supervisor and senior supervisor features on SUPERSET 4150 telephones. Refer to your SUPERSET 4150 User Guide for a description of your telephone, and non-ACD features. Some of the personal keys on your telephone are programmed as QUEUE STATUS keys or AGENT STATUS keys, and one may be programmed as a SHIFT key.

  • Page 8: Using A Headset

    Most headsets are installed using the same jack that the handset plugs into. MITEL’s Headset with Feature Control Switch plugs into the dedicated headset jack (the jack nearest the front of the telephone). To Install a Headset (no feature control switch) To install the headset for your use, perform the following tasks: 1.
  • Page 9 To Install a Headset with Feature Control Switch IMPORTANT NOTE: MITEL’s Headset with Feature Control Switch must be installed in the dedicated headset jack (the jack nearest the front of the telephone). Installation will disable your handset microphone. Disconnecting the headset at the jack or at the quick-disconnect plug restores handset operation.
  • Page 10 Handling Calls with a Headset (no Feature Control Switch): To answer a call (when Auto Answer is disabled): Press the flashing Line Select key. To hang up: Press the Hang-Up softkey. Handling Calls with a Headset with Feature Control Switch: To answer a call (when Auto Answer is disabled): Quickly press and release the Control Switch.

  • Page 11: Logging In / Out

    Logging In / Out Your system administrator should have assigned you an identification number. Your identification number allows you to access the ACD system. Check with your system administrator if you don’t have an identification number. Note that you can’t program your telephone’s personal keys while you’re logged in. To log in: 1.

  • Page 13: Queue Status

    QUEUE STATUS...

  • Page 15: Queue Status At A Glance

    Queue Status at a Glance The indicator beside a QUEUE STATUS key shows the current status of the call waiting queue for the associated agent group. Refer to Table 5 in the Reports and Indicators section for information on how to interpret the queue status indicator flash rates.

  • Page 16: Displaying Reports

    Displaying Reports You can display queue status reports for your agent group. Refer to Table 3 in the Reports and Indicators section for a list of the available queue status reports. If you’re responsible for more than one agent group, you can also access agent status reports using the Agent softkey.

  • Page 17: Scrolling Through Reports

    Scrolling Through Reports You can also scroll through queue status reports and agent status reports. To scroll through group status reports: 1. Press a QUEUE STATUS key. The number and name of the group associated with the report data appears in the top line of the display. 2.

  • Page 18: About The Shift Key

    About the SHIFT Key If you’re responsible for more agent groups than there are QUEUE STATUS keys on your telephone, you must use the SHIFT key to access the other agent groups. The SHIFT key allows you to access more than one agent group from a single QUEUE STATUS key.
  • Page 19 Table 1 further illustrates this example: Table 1: SHIFT Key Operation for Queue Status Key Number With No Shift Agent Group 1 Agent Group 2 Agent Group 3 Agent Group 4 Need a reminder? If you forget how many times you have pressed the SHIFT key: 1.

  • Page 21: Agent Status

    AGENT STATUS...

  • Page 23: About Agent Status Keys

    About Agent Status Keys AGENT STATUS keys allow you to monitor the current status of individual agents. You will only have agent status keys programmed on your telephone if you supervise one agent group. If you supervise more than one agent group, you access agent status information from a QUEUE STATUS key using the AGENT softkey (see "Scrolling through Reports"...

  • Page 24: Displaying Agent Status Reports

    Displaying Agent Status Reports You can display agent status reports by pressing keys on the dial pad. To display agent status reports: 1. Press an AGENT STATUS key. 2. Press a key on the dial pad. The report associated with that key is displayed. Refer to Table 4 in the Reports and Indicators section for a list of the available agent reports.

  • Page 25: About The Shift Key

    About the Shift Key If you’re responsible for more agents than there are AGENT STATUS keys on your telephone, you can use the SHIFT key to access the other agents. The SHIFT key allows you to access more than one agent from a single AGENT STATUS key. The status indicator beside the SHIFT key turns on when the shift function is activated.

  • Page 27: Agent Monitoring

    AGENT MONITORING...

  • Page 29: About Agent Monitoring

    About Agent Monitoring This feature allows you to monitor an agent’s conversation, either with or without the agent’s knowledge. Typically, you use this feature to monitor an agent’s handling of ACD calls. Are your agents notified? Your system may be programmed to notify agents when their calls are being monitored.
  • Page 30 A few conditions: Only one supervisor can monitor an agent at a time. If you try to monitor an agent who is already being monitored you receive busy tone and BUSY appears in your display. If the agent puts the caller on hold (hard hold or temporary hold) anytime during the conversation, you are removed from the call and your monitoring session ends.

  • Page 31: Agent Help

    Agent Help An agent can request your assistance during an ACD call. An agent might summon your assistance if, for example, a caller is abusive or threatening. If you receive an agent’s request for help, you may want to monitor the call or perhaps have the conversation recorded.

  • Page 33: Reports And Indicators

    REPORTS AND INDICATORS...

  • Page 35: Queue Status Reports

    Queue Status Reports Key # Sample Display CONDENSED STATUS REPORT:16 2 10 2 8 AVERAGE AGENT WAIT TIME 00:46 NUMBER OF ACD CALLS ANSWERED: 16 AVERAGE DURATION OF ACD CALLS 02:36 NUMBER OF NON-ACD CALLS HANDLED: 8 AVERAGE DURATION OF NON-ACD CALLS 01:12 NUMBER OF TIMES AGENTS MADE BUSY: 2 AVERAGE DURATION OF BUSY STATE 03:42 NUMBER OF ACD CALLS PUT ON HARD HOLD: 4...

  • Page 36: Agent Status Reports

    Agent Status Reports Key # Sample Display AVERAGE WAITING TIME 01:55 NUMBER OF ACD CALLS ANSWERED: 25 AVERAGE DURATION OF ACD CALLS 02:14 NUMBER OF NON-ACD CALLS HANDLED: 3 AVERAGE DURATION OF NON-ACD CALLS 01:27 NUMBER OF TIMES AGENT MADE BUSY: 4 AVERAGE DURATION OF BUSY STATE 03:42 NUMBER OF ACD CALLS PUT ON HARD HOLD: 5 AVERAGE HOLD DURATION OF ACD CALLS 00:32...

  • Page 37: Additional Features

    ADDITIONAL FEATURES...

  • Page 39: Some 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.
  • Page 40 Notes...
  • Page 42 , ® Trademark of Mitel Networks Corporation. © Copyright 2004, Mitel Networks Corporation. All rights reserved.

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