Mitel 5020 IP manual

User Guide for the 5020/5220 IP and Superset™ 4025/4125 T elephones A CD SUPER VISOR / SENIOR SUPER VISOR[...]

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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 OM ISS I ON S C ON TA IN ED IN T H IS I NF OR MA T IO N.  DbQTU]Qb[_V=9D5<3_b `_bQdY_^  Copyr[...]

i Contents Gettin g S tarted Introducti on .......................................................................................... 3 Using a H eadset .................................................................................. 4 Logging In / Out ................................................................................... 7 Queue Sta[...]

GETTING STARTED[...]

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3 Introduction This guide provides instructions for using ACD supervisor and senior supervisor features on Mitel Networks 5020 IP, 5220 IP, SUPERSET 4025, and SUPERSET 4125 telephone. Refer to your telephone User Guide for a description the telephone and non-ACD features. Some of the per sonal keys on your telephone are prog rammed as QUEUE STATUS [...]

4 Using a Headset Note: Your system administrator may have enabled f ull- time headset operation on your telephone. Phones 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 sa me[...]

5 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[...]

6 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 CA NCEL . 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 Switch. To [...]

7 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 teleph one’s per sonal k eys while you’re log ged in. To lo[...]

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QUEUE STATUS[...]

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11 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[...]

12 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. Refer to Table 4 in the Reports and I[...]

13 Which report at which key ? 1. Press a QUEUE STATUS ke y. 2. Press HELP . The display prompts you to press any k ey 0 to 9. 3. Press a key on the dial pad . The name of the report asso ciat ed with that key is displayed. 4. Press the CA NCEL softke y to return to t he queue status display. Scrolling T hrough Re ports You can also scroll through [...]

14 To scroll through agent status reports: 1. Press a QUEUE STATUS ke y. 2. Press AG E N T . Th e st at u s of t he f ir st ag en t in t he g ro up is di s pl a yed . Th e AG E N T softkey will only be available if you supervise more than one a gent group. 3. Press a key on the dial pad . The report associated with that key is displayed. 4. Press t[...]

15 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 status indicator beside the SHIFT key turns on when the shi f t f[...]

16 Table 1 further illustrates this example: Table 1: SHIFT Key Operation for Queue Status Key Number With No Shift A fter 1st Shift 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[...]

AGENT STATUS[...]

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19 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 &[...]

20 Displaying a n Agent’ s S tatus The AG E N T S T AT U S key allows you to display an agent’s current status. To display information about an Agent's status: 1. Press an AG E N T S T A T U S key. The agent’s status appears in the display . An agent can be in any one of the following states: LOG OUT - agent is logged out W AITING - agen[...]

21 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[...]

22 About the Shift Key If you’re responsible for more agents than there are AG E N T S T A T U S key s on your telephone, you can use the SHIFT k ey to acce ss the other a g ents. The SHIFT key allows you to access more than one agent from a single AG E N T STATUS key . The status indicator beside the SHIFT key turns on w hen the shift function i[...]

23 Need a reminder? If you forget how many times y ou have pressed the SHIFT ke y: 1. Press SUPERKEY . 2. Press SHIFT . The shift count appears in the display.[...]

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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 ag ent puts the cal ler on ho ld (har d hold or tem porar y hold) anyt ime dur ing the conversat ion, you ar e removed f rom the call an[...]

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 Number Sample Display Description 0 16 2 10 2 8 Condensed queue status r eport* 1 WAIT TIM E 00:46 Average w aiting time f or agents in grou p 2 # ACD CALLS 16 Number of ACD calls answered by group 3 ACD CALL 02: 36 Average d uration of ACD calls 4 # NON ACD 8 Number of n on-ACD calls made/[...]

34 Agent S tatus Reports Table 4: Agent Status Reports Key Number Sample Display Description 0 398 Bob Agent identifi cation number and name 1 WAIT TIM E 01:55 Average waiting time for agent 2 # ACD CALLS 25 Number of ACD calls answered by the agent 3 ACD CALL 02: 14 Average d uration of ACD calls 4 # NON ACD 3 Number of n on-ACD calls made/ answer[...]

35 S tatus Indicators The following table illustr ates the behavior of line status indicators. Table 5: Status Indicators Key Status Indicators Prim e Line Idle Off Busy On Queue Sta tus No calls i n queue Off Calls wa iting bef ore 1st thres hold t ime per iod On Calls waiting bet ween 1st an d 2nd t hresho ld tim e periods Slow flas h Calls waiti[...]

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ADDITIONAL FEATURES[...]

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39 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 [...]

40 Making a directed p age: 1. Dial the Direct Paging feature access code, -or- Press the DIRECT PA GE key . 3. Dial the extension number, or press the DSS k ey of the party being paged. Broadcast your message.[...]

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