Mitel SX-200 EL Acd Agent Manual
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Mitel SX-200 EL Acd Agent Manual

Mitel SX-200 EL Acd Agent Manual

For the superset 4015 and 4025/4125
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See also: User Manual
ACD TELEMARKETER® Agent Guide
for the Superset™ 4015 and 4025/4125

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Summary of Contents for Mitel SX-200 EL

  • Page 1 ACD TELEMARKETER® Agent Guide for the Superset™ 4015 and 4025/4125...
  • 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. ™ Trademark of Mitel Networks Corporation.

  • Page 3: Table Of Contents

    Contents Introduction ................4 Logging In and Out ..............5 Answering Calls ................. 6 Using a Headset ................. 7 After Work Timer ..............10 Make Busy ................11 Queue Status ................12 Help ................... 13 Status Indicators ..............14 Additional Features..............15...

  • Page 4: Introduction

    The instructions in this guide assume that you are using either a headset or the Auto Answer feature (see "Answering Calls" and "Using a Headset"). IMPORTANT NOTE FOR HEADSET USERS: MITEL’s Headset with Feature Control Switch (PN 9132-800-500-NA) must be installed in the dedicated headset jack (the jack nearest the front of the set).

  • Page 5: Logging In And Out

    Logging In and Out Your supervisor should have assigned you an agent identification number. This number allows you to access the ACD system. Check with your supervisor if you don’t have an agent identification number. Note: You can’t program your set’s personal keys while you’re logged in. To log in: 1.

  • Page 6: Answering Calls

    Answering Calls You may prefer to answer your calls automatically using the Auto Answer feature. When you receive a call, you hear one short ring before being automatically connected to the caller. To end the call, you press CANCEL. Note: On SUPERSET 4015 telephones, the Auto Answer feature works only if your set is in Headset mode.

  • Page 7: Using A Headset

    Most headsets are installed using the same jack that the handset plugs into. MITEL’s Headset with Feature Control Switch (PN 9132-800-500-NA) plugs into the dedicated headset jack (the jack nearest the front of the set). To Install a Headset (no feature control switch) To install the headset for your use, perform the following tasks: 1.
  • Page 8 To Install a Headset with Feature Control Switch IMPORTANT NOTE: MITEL’s Headset with Feature Control Switch (PN 9132- 800-500-NA) must be installed in the dedicated headset jack (the jack nearest the front of the set). Installation will disable your handset microphone.
  • Page 9 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): •...

  • Page 10: After Work Timer

    After Work Timer After ending an ACD call, you’ll be allowed a certain amount of time to complete the work generated by the call before another ACD call is directed to your set. AFTER WORK TIME appears in the display while timer is counting down. You have the option of canceling the timer and accepting another call before the timer expires.

  • Page 11: Make Busy

    Make Busy If you require extra time to handle paperwork between calls, or if you must leave your phone unattended for a short period, you can place your set in busy state. When your set is in busy state, ACD calls are not directed to your set. To place your set in busy state: •...

  • Page 12: Queue Status

    Queue Status If your set is programmed with a QUEUE STATUS feature key, the status indicator beside the key shows the status of the call-waiting queue (see "Status Indicators"). Pressing the QUEUE STATUS feature key displays queue information for your agent group.

  • Page 13: Help

    Help (SUPERSET 4025/4125 telephones only) If you require assistance during a call -- perhaps you’re unable to answer a caller’s question, or you’ve encountered an abusive caller -- you can press the HELP softkey to alert your supervisor or senior supervisor. This feature isn’t available from SUPERSET 4015 telephones.

  • Page 14: Status Indicators

    Status Indicators The following table shows the status indicator displays for your PRIME LINE key, MAKE BUSY key, and QUEUE STATUS key. Status Indicators Status Indicators Prime Line Idle Busy Make Busy Not Made Busy (but Agent logged in) Made Busy Fast Flash Queue Status No calls in queue...

  • Page 15: Additional Features

    Additional Features 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. Transferring a call: 1.
  • Page 16 Notes...

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Sx-200 ml

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