Mitel ACD 2000 Manual do Utilizador

ACD 2000 Agent/Supervisor/Senior Supervisor Guide for the Superset™ 4150

10Features Not AvailableThere may be procedures in this guide which you cannot perform on yourtelephone set, and your Softkey display may not appear e

11ACD 2000 AGENT FEATURESANDCAPABILITIES

12What are Agent Groups?ACD Agents are normally grouped together to handle incoming telephone callsthat are associated with particular functions or de

13Taking a Break from Calls (Make Busy Feature) describes the procedure forplacing your set in a pause mode when you need to be away from your set for

14Logging InAutomatic Call Distribution (ACD) calls are directed to Logged In Agents only.ACD calls are not directed to a telephone set where there is

15If the I.D. is in use by another Agent, then the display shows a BEINGUSED BY error message for 5 seconds and your Log-In attempt isterminated.If th

16Displaying Agent Log-In InformationIt is possible to display and verify Log-In information when you are logged into aset. The information displayed

17Logging OutLogging out returns the set to Logged Out state and it no longer receivesAutomatic Call Distribution (ACD) calls, since ACD calls are dir

18Answering CallsAnswering Automatic Call Distribution (ACD) calls is not unlike answering regularcalls on a SUPERSET 4150 set. When the telephone rin

19Using the Auto Answer FeatureYou may prefer to answer your calls automatically using the Auto Answerfeature, for either handset or headset operation

DUE TO THE DYNAMIC NATURE OF THE PRODUCT DESIGN, THE INFORMATION CONTAINED INTHIS DOCUMENT IS SUBJECT TO CHANGE WITHOUT NOTICE. MITEL CORPORATION, ITS

20Using a HeadsetNote: Your system administrator may have enabled full-time headset operationon your telephone. Telephones with full-time headset oper

21To return to handset operation, perform the following tasks:1. When the telephone is not in use, lift the handset from the cradle andcarefully turn

22To return to handset operation, perform the following tasks:1. When the telephone is not in use, lift the handset from the cradle andcarefully turn

23Using and Canceling the Work TimerThe Work Timer provides a delay after each ACD call, before the next call isdirected to you. This gives you a cert

24Taking a Break from Calls(Make Busy Feature)The way to temporarily restrict your set from receiving calls is to activate theMake Busy feature. The m

25Getting HelpWhenever you are in a conversation on an Automatic Call Distribution (ACD) call,you have the ability to request Help from an ACD Supervi

26Canceling HelpWhile waiting for the Supervisor to respond to your Help request, you can cancelthe Help request before the Supervisor answers.To Canc

27Queue Threshold AlertThresholds are programmed into the ACD system to provide a basis for alertingAgents and Supervisors that calls have waited long

28Queue StatusAgents may access the following queue-status information about their Group(Supervisors may query more than one Group):• the number of ac

29ACD TELEMARKETER 2000SUPERVISOR FEATURESAND CAPABILITIES

3ContentsGeneral Information About this Guide 5What is Automatic Call Distribution (ACD)? 6About Your SUPERSET 4150 7Personal Keys 7Line Select Key

30What is the Supervisory Position?The Automatic Call Distribution (ACD) Supervisor position is for individuals whoare responsible for the supervision

31Queue Threshold Alert / Queue StatusSupervisors may need to be alerted when any of two or more Agent Groups haveexceeded programmed limits. For thi

32Silent Agent and Group MonitoringSilent monitoring allows you to listen to conversations between Agents and ACDcallers, or between Agents and ACD ca

33• You cannot monitor an agent group if none of the agents in the groupare logged in.• You cannot silent monitor someone who is currently silent moni

34Using Silent Monitoring for Agent GroupsTo establish this type of Silent Monitor, perform the following tasks:1. From the Idle display, lift the han

35ConferencingThis feature allows you to join into a conversation that is being monitored. You,the Agent, and the ACD caller are joined in conversatio

36Responding to HelpAs a Supervisor, Help requests are made to you by Agents under yoursupervision. These Help requests are initially for you to silen

37What Happens in a Help RequestWhen you receive a Help request from an Agent, your set emits a triple ring. TheI.D. number and name (if programmed) o

38System Reporting CapabilitiesThe SX-2000 system is capable of producing many reports that can be used asmanagement tools to study the effectiveness

39• Agent Idle: records the time when the Agent Work Timer expires orwas cancelled. If the Work Timer is not in effect, the end of each callor the sta

4ACD 2000 Supervisor Features and Capabilities 29What is the Supervisory Position? 30Queue Threshold Alert / Queue Status 31Silent Agent and Group

40Personal DirectoryYour Extension Number:____________________Your Agent I.D. Number:____________________Your Supervisor I.D. Number:________________Y

5General Information About this GuideThis guide describes operation of the Automatic Call Distribution (ACD) 2000Feature Package on a SUPERSET 4150 te

6What is Automatic Call Distribution (ACD)?The Automatic Call Distribution (ACD) 2000 Feature Package is offered by theSX-2000 INTEGRATED COMMUNICATIO

7About Your SUPERSET 4150 TelephonePersonal KeysAt the bottom of your SUPERSET 4150 there are two columns of Personal Keys.The first Personal Key (the

8Line Status IndicatorsIndividual Line Status indicators are located on the outside edge of eachPersonal Key. These Line Status indicators show you th

9The SuperKey and SoftkeysSoftkeys are the six touch-sensitive keys appearing in the main display. Thelabels on these keys change depending on the cal