Mitel SX-200 Practices page 847

m . I
ACD
Supervisor Set
Operation: When an agent initiates a Help request, the Supervisor's set rings and the
display changes to 'HELP' followed by the agent's name and ID number. When the
Supervisor lifts the handset, a monitor begins. To form a conference with the Agent and
ACD caller, the Supervisor must press CONF.
If a Help request is sent to a busy supervisor set, the set rings and displays 'HELP' with
the agent's name and ID. The supervisor, however, can only handle the request after
terminating the current call.
If Auto answer is enabled at a Supervisor telephone, it will be ignored. The telephone
will ring until the handset is lifted.
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Supervisor Set Keys
7.6
The requirements for the keys on a Supervisor's set are determined by the number of
Agent Groups being supervised, and the number of Agents in each group. The
feature keys for the Supervisor position are QUEUE STATUS, AGENT STATUS, and
SHIFT.
The function of the feature keys depends on the number of Agent Groups reporting to
the Supervisor. The following descriptions are divided into two scenarios: Supervisors
with only one Agent Group, and Supervisors with more than one group.
Supervisor Set With One Agent Group
7.7
If the Supervisor is responsible for only one agent group, the set requires one
QUEUE STATUS key. The remaining keys on the SUPERSET 4 telephone can be
assigned as AGENT STATUS keys, one for each agent in the group.
If a Supervisor has more agents than available keys, the system provides a SHIFT key.
This may also be the case should a Supervisor prefer to use the keys for speedcall, The
SHIFT key, described below, works in conjunction with the AGENT STATUS key.
Queue Status Key
The QUEUE STATUS key, and the LCD beside the key, serve two functions in showing
the supervisor the current status of the call waiting queue, and the load condition of the
queue.
LCD Indicator: The LCD beside the QUEUE STATUS key continuously shows the load
condition of the agent group reporting to the supervisor. The LCD is off if there are no
calls waiting for an idle agent. When ACD calls are waiting to be answered, the LCD
lights to indicate the queue status based on predefined threshold levels defined for the
group.
The LCD is updated periodically to show when a call remains waiting in the queue
beyond an assigned threshold time. Two status threshold times are programmed in
CDEfor each Agent Group. As the timers expire, the LCD is updated to inform the agent
of the workload. Figure 7-l shows each of the LCD symbols for Queue Status.
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