Related Manuals for Mitel 5020 IP
Summary of Contents for Mitel 5020 IP
- Page 1 SUPERVISOR / SENIOR SUPERVISOR User Guide for the 5020/5220 IP and Superset™ 4025/4125 Telephones...
- Page 3 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.
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Page 4: Table Of Contents
Contents Getting Started Introduction ...3 Using a Headset ...4 Logging In / Out ...7 Queue Status Queue Status at a Glance...11 Displaying a Group’s Queue Status ...11 Displaying Reports...12 Scrolling Through Reports ...13 About the SHIFT Key ...15 AGENT STATUS About Agent Status Keys ...19 Agent Status at a Glance ...19 Displaying an Agent’s Status...20... -
Page 5: Getting Started
GETTING STARTED... -
Page 7: Introduction
Introduction This guide provides instructions for using ACD supervisor and senior supervisor features on Mitel Networks 5020 IP, 5220 IP, SUPERSET 4025, and SUPERSET 4125 telephone. Refer to your telephone User Guide for a description the telephone and non-ACD features. -
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 CANCEL. 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.
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Page 11: Logging In / Out
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. Enter the Login/Logout access code. -
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
Which report at which key? 1. Press a QUEUE STATUS key. 2. Press HELP. The display prompts you to press any key 0 to 9. 3. Press a key on the dial pad. The name of the report associated with that key is displayed. 4. - Page 18 To scroll through agent status reports: 1. Press a QUEUE STATUS key. 2. Press AGENT. The status of the first agent in the group is displayed. The AGENT softkey will only be available if you supervise more than one agent group. 3.
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Page 19: 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 20 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.
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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 An Agent's Status
NON ACD - agent is on a non-ACD call ACD HOLD - agent has an ACD call on hold MAKE BUSY - agent’s telephone is in make busy state 2. Press NAME to display the agent’s identification number and name. -
Page 25: 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 26: 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. - Page 27 Need a reminder? If you forget how many times you have pressed the SHIFT key: 1. Press SUPERKEY. 2. Press SHIFT. The shift count appears in the display.
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Page 29: Agent Monitoring
AGENT MONITORING... -
Page 31: About Agent Monitoring
If your system is not programmed to notify agents when their calls are being monitored, the agents do not hear a beep and the agent’s telephone display does not indicate that monitoring is taking place. - Page 32 Note that while you are monitoring an agent, you can’t make or receive calls. Anyone who calls your telephone while you are monitoring an agent receives busy tone. The caller can set a callback, but is unable to camp on or override your monitoring session.
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Page 33: Agent Help
Responding to a HELP request When an agent requests HELP, your telephone rings and HELP followed by the agent’s identification number and extension number appears in your telephone display. -
Page 35: Reports And Indicators
REPORTS AND INDICATORS... -
Page 37: Queue Status Reports
Queue Status Reports Key Number Sample Display 16 2 10 2 8 WAIT TIME 00:46 # ACD CALLS 16 ACD CALL 02:36 # NON ACD 8 NON ACD 01:12 # MADE BUSY 2 AVG BUSY 03:42 # ON HOLD 4 AVG HOLD 00:51 * The condensed queue status report available to supervisors at key ”0“... -
Page 38: Agent Status Reports
Agent Status Reports Key Number Sample Display 398 Bob WAIT TIME 01:55 # ACD CALLS 25 ACD CALL 02:14 # NON ACD 3 NON ACD 01:27 # MADE BUSY 4 AVG BUSY 03:42 # ON HOLD 5 AVG HOLD 00:32 Table 4: Agent Status Reports Description Agent identification number and name... -
Page 39: Status Indicators
Calls waiting longer than 2nd threshold time period Calls have overflowed Agent Status Agent logged out Agent logged in - no calls waiting Agent telephone made busy Agent on ACD call Agent on non-ACD call Holding an ACD call After call work timer... -
Page 41: Additional Features
ADDITIONAL FEATURES... -
Page 43: 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 44 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.
- Page 46 , ® Trademark of Mitel Networks Corporation. © Copyright 2004, Mitel Networks Corporation. All rights reserved.
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