Mitel 4150 manual

User Guide for the Superset™ 4150 T elephone A CD SUPER VISOR / SENIOR SUPER VISOR[...]

DUE TO THE DYNAMIC NATURE O F THE PRODUCT DES IGN, THE INFORMATION CONTAINED IN THIS DOCUMENT IS SUBJECT T O CHANGE W ITHOUT NOTICE. MITEL CORPORAT ION, ITS AFFILIATES, AND/OR ITS SUBSIDIARIES ASSUME NO RESPONSIBILITY FOR ERRORS AND OMISSIONS CONTA INED IN TH IS INFORMATION.  DbQTU]Qb[_V=9D5<3_b `_bQdY_^  Copyright 2004, M I[...]

i Contents GE TTI NG ST ART ED Introducti on .......................................................................................... 5 Using a H eadset .................................................................................. 6 Logging In / Out ................................................................................... 9 QUEUE S[...]

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GETTING STARTED[...]

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5 Introduction This guide provides instructions for using ACD supervisor and senior supervisor features on SUPERSET 4150 telephones. Refer to your SUPERSET 4150 User Guide for a description of your telephone, and non-ACD features. Some of the per sonal keys on your telephone are prog rammed as QUEUE STATUS keys or AG E N T S T A T U S keys, and one[...]

6 Using a Headset Note: Your system administrator may have enabled f ull- time headset operation on your telephone. Telephones with full-time headset operation enabled must be operated only wit h headsets. A headset can be used either in r egu lar answer mode or wi th the Auto Answer fe at ure prog r am m ed. Most headsets are installed using the s[...]

7 To Install a Head set with Feature C ontrol 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). Installati on will di sable your handset microphone. Disconnecting the headset at the jack or a t the quick-disconnect plug restores handse[...]

8 Handling Calls with a Heads et (no Feature Control Switch): To answer a call (w hen Auto Answer is disabled): • Press the f lashing Line Select k ey. To hang up: • Press the Hang-Up so ftkey. Handling Calls with a Heads et with Feature C ontrol Switch: To answer a call (w hen Auto Answer is disabled): • Quickly press and release the Control[...]

9 Logging In / Out Your system administrator should have assi g ned you an identi f ication number. Your identification number allows you to access the ACD system. Check w ith your system administrator if you don’t have an ident if icat ion number. Note that you can’t pr ogram your telephone ’s personal keys whil e you’re logg ed in. To log[...]

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QUEUE STATUS[...]

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13 Queue S tatus at a Glance The indicator beside a QUEUE STATUS key show s the current status o f 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 f lash rates . Displayi ng a Grou p’ s Queue S tatus A QUEUE STATUS key allo[...]

14 Displayi ng Re ports You can display queue status reports for y our agent group. Refer to Table 3 in the Reports and Indicators section for a list o f the available queue status reports. If you’re responsible for more than one agent group, you can also access agent status reports using the Age n t softkey. Ref er to Table 4 in the Reports and [...]

15 Scrolling T hrough Re ports You can also scroll through queue status reports and agent status reports. To scroll through group status reports: 1. Press a QUEUE STATUS ke y. The number and name of the gr oup associated with the report data appears in the top line of the display. 2. Press a key on the dial pad . The report associated with that key[...]

16 About the SHIFT Key If you’re responsible for more agent groups than there are QUEUE STA TU S keys on your telephone, you must use t he SHIFT key to access the other agent groups. The SHIFT key allows you to access more than one a gent group from a single QUEUE ST ATUS ke y. The stat us in dicat or bes ide t he SHIFT key t urns o n when t he s[...]

17 Table 1 further illustrates this example: Table 1: SHIFT Key Operation for Queue Status Key Number With No Shift After 1st Shif t After 2nd Shift After 3rd Shift 1 Agent Group 1 Agent Group 5 Agent Group 9 Agent Group 1 2 Agent Group 2 Agent Group 6 none Agent Group 2 3 Agent Group 3 Agent Group 7 none Agent Group 3 4 Agent Group 4 Agent Group 8[...]

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AGENT STATUS[...]

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21 About Agent S tatus 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 a gent group. If you supervise more than one a g ent group, you access agent status in formation from a QUEUE STATUS key usin g the AG E N T softkey (see &[...]

22 Displaying Agent S tatus Report s You can display agent status reports by pressing keys on the dial pad. To display agent st atus reports: 1. Press an AG E N T S T A T U S 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 agen[...]

23 About the Shift Key If you’re r esponsib le f or more ag ents than there ar e A GENT STA TUS keys on your telephon e, you can use t he SHIFT key to access th e other ag ents. The SHI F T ke y allows you to access more t han on e agent f rom a sing le AG E N T ST ATUS key. The stat us in dicat or bes ide t he SHIFT key t urns o n when t he shif[...]

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AGENT MONITORING[...]

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27 About Agent Monitor ing This feature allows you to monitor an agent’s conversation, either with or without the agent’s knowledge. Typically, you use this feature to monitor an a gent’s handling of ACD calls. A re your agents notified? Your system may be progra mmed to notify agents when t heir calls are being monitored. In this case, the a[...]

28 A few conditions: Only on e sup ervis or can m onit or an agent at a tim e. If you try t o mon itor a n agent who is alre ady being monitor ed you rece ive busy tone an d BUSY appe ars in your di spla y. If the agent p uts th e ca ller o n hold ( hard h old or t empo rary hold) a nyt ime dur ing t he convers atio n, you a re remove d fr om the c[...]

29 Agent Help An agent can request your assistance during an ACD call. An a gent might summon your assistance if, for example, a caller is abusiv e or threatening. If you receive an agent’s request for help, you may w ant to monitor the call or perhaps have the conversation recorded. If you initiate a monitoring session in response to a help requ[...]

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REPORTS AND INDICATORS[...]

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33 Queue S tatus Reports Table 3: Queue Status Reports Key # Sample Displa y Descriptio n 0 CONDEN SED STATUS R EPORT:16 2 10 2 8 Condensed queue statu s report* 1 AVERAGE AGENT W AIT T I ME 00:46 Average waiting time for agents in group 2 NUMBER O F ACD CALLS ANS W ERED: 16 Number of ACD c alls answered by gro up 3 AVERAGE DURATION OF ACD CALLS 02[...]

34 Agent S tatus Reports Table 4: Agent Status Reports Key # Sample Displa y Descriptio n 0 AVERAGE W AITING T I ME 01:55 Average waiting time for agent 1 NUMBER O F ACD CALLS ANS W ERED: 25 Number of ACD c alls answered by ag ent 2 AVERAGE DURATION OF ACD CALLS 02:14 Average duration of ACD calls 3 NUMBER O F NON-ACD CALLS H ANDLED: 3 Total non-AC[...]

ADDITIONAL FEATURES[...]

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37 Some Additional Features Instructions f or performing commonly used feat ures are given below. Placing a call on hold: 1. Press the red HOL D key. The status indicator of the held call flashes. 2. To retriev e the h eld call , pre ss th e l ine se lect key nex t to the f lashi ng status indicator. Transferring a call: 1. W hile on a call, press [...]

38 Notes[...]

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