Mitel SX-200 Practices page 845

7
.
ACD SUPERVISOR SET
7.1 This section of the practice describes the
ACD TELEMARKETER
features on
SUPERSET
4 telephones used by ACD Supervisors and includes descriptions of:
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special feature keys
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set displays
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reports
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set operation
The information in this section is aimed at those planning an ACD installation, setting
up an ACD system, and operating the sets in an existing system. Refer to Section 5,
ACD Set Description - General, for descriptions of
ACD TELEMARKETER
features
common to all positions.
Functions
7.2 Once logged in to the ACD system, the supervisor set may establish a call monitor on
an agent, respond to a help request from an agent, and display status reports for
both agent queues and individual agents. The following subsections describe
login/logout sequences, as well as supervisor set functions and operation,
login/logout
7.3 The system recognizes a supervisor only after the supervisor logs in to the ACD
system. Once logged in, the set takes on the properties assigned to the supervisor
through CDE. Refer to LogWLogout in Section 5 for details and conditions.
Login
To login, the supervisor dials an access code followed by the ID number assigned
through the ACD Supervisor Form in CDE. ACD LOGIN appears briefly in the display
and the supervisor hears dial tone. Press HANGUP or dial.
Logout
To log out, dial the access code again. ACD LOGOUT appears briefly in the display and
the supervisor hears dial tone. Press HANGUP or dial.
Call Monitoring
7.4
The Call Monitoring feature allows the Supervisor to listen-in on an agent's
conversation. During a call monitor, the system gives the supervisory set a one-way
audio path, thus preventing the agent and the caller from hearing the Supervisor,
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