Mitel SX-200 Practices page 844

ACD TELEMARKETER Applications Package
The person or recording device responding to the help call is automatically placed in
a "listen only" state, A supervisor or senior supervisor may break into the conversation
by pressing the CONF (conference) softkey.
If the destination is unavailable, the Agent set displays DESTINATION BUSY, The
ENTER NUMBER prompt is shown again to enable the Agent to redirect the request,
Auto Answer
6.7 'The agent's set can be programmed with a COS option to auto-answer when a call
arrives at the set. This can be forced to be turned on when the agent logs in. The
auto-answer process is described below:
I. Call arrives at free agent.
2. The agent's SUPERSET station gives a burst of ringing.
3. The agent's SLJPERSET4 telephone answers the call and the two parties are con-
nected.
4. At the completion of the call, the external party hangs up,
5. Agent's SLJPERSET4 gives a hang up tone (Miscellaneous Tone). (See Note be-
low.)
6. The After Work Timer starts .
7. When After Work Timer expires, a new call is waiting.
8. Agent's SLJPERSET4 telephone gives a burst of ringing.
9. Agent's SUPERSET telephone answers the new call and the two paflies are con-
nected.
This sequence repeats for all new calls.
Note: Agents occasionally mistake the hang-up tone, which indicates the end of a call, for a
burst of ringing indicating a new call. This can lead to confusion as the agent is actually on
the After Work Timer rather than answering a new call.
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