ACD
SUPERVISOR / SENIOR SUPERVISOR
User Guide for the Superset™ 4150 Telephone
Contents
GETTING STARTED
Introduction..........................................................................................5
Using a Headset ..................................................................................6
Logging In / Out ...................................................................................9
QUEUE STATUS
Queue Status at a Glance..................................................................13
Displaying a Group’s Queue Status ...................................................13
Displaying Reports.............................................................................14
Scrolling Through Reports .................................................................15
About the SHIFT Key.........................................................................16
AGENT STATUS
About Agent Status Keys ...................................................................21
Agent Status at a Glance ...................................................................21
Displaying an Agent’s Status..............................................................21
Displaying Agent Status Reports........................................................22
About the Shift Key ............................................................................23
AGENT MONITORING
About Agent Monitoring......................................................................27
Agent Help.........................................................................................29
REPORTS AND INDICATORS
Queue Status Reports........................................................................33
Agent Status Reports.........................................................................34
Status Indicators ................................................................................34
ADDITIONAL FEATURES
Some Additional Features..................................................................37
i
GETTING STARTED
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 personal keys on your telephone are programmed as QUEUE
STATUS keys or AGENT STATUS keys, and one may be programmed as a
SHIFT key. You use these keys to monitor the status of agents and agent groups.
Supervisor or senior supervisor?
Supervisors monitor agent groups. Senior supervisors monitor supervisors and
possibly agent groups as well. An agent group can be monitored by either a
supervisor or a senior supervisor, but not both. As a supervisor or senior
supervisor, you can’t answer ACD calls from your telephone.
One or more agent groups?
You’ll have one QUEUE STATUS key programmed on your telephone for each
of your agent groups. If you only have one QUEUE STATUS key (i.e., one agent
group to supervise), you can also have AGENT STATUS keys programmed on
your telephone.
AGENT STATUS keys are not available on senior supervisor sets.
You have easy access to information
A QUEUE STATUS key allows you to access information for an agent group and
for the agents within that group. An AGENT STATUS key displays information for
individual agents within a group.
Once you’ve accessed information, you can display the same type of information
for other agent groups or agents by pressing other QUEUE STATUS keys or
AGENT STATUS keys.
You can exit an information display at any time by pressing SUPERKEY.
5
Using a Headset
Note: Your system administrator may have enabled full-time headset operation
on your telephone. Telephones with full-time headset operation enabled must be
operated only with headsets.
A headset can be used either in regular answer mode or with the Auto Answer
feature programmed.
Most headsets are installed using the same jack that the handset plugs into.
MITEL’s Headset with Feature Control Switch plugs into the dedicated headset
jack (the jack nearest the front of the telephone).
To Install a Headset (no feature control switch)
To install the headset for your use, perform the following tasks:
1. When the telephone is not in use, lift the handset from the cradle and
carefully turn the telephone upside down.
2. Unplug the handset cord where it connects to the telephone.
3. Plug in the headset cord in the same place.
4. Store your handset in a safe place.
To return to handset operation, perform the following tasks:
1. When the telephone is not in use, lift the handset from the cradle and
carefully turn the telephone upside down.
2. Unplug the headset cord where it connects to the telephone.
3. Plug in the handset cord in the same place.
4. Set the telephone upright and return the handset to the cradle.
5. Store your headset in a safe place.
6
To Install a Headset with Feature Control 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). Installation will disable your handset microphone.
Disconnecting the headset at the jack or at the quick-disconnect plug
restores handset operation.
To install the headset for your use, perform the following tasks:
1. When the telephone is not in use, lift the handset from the cradle and
carefully turn the telephone upside down.
2. Plug the headset cord into the headset jack (the jack nearest the front
of the telephone).
3. Set the telephone upright and return the handset to the cradle.
To return to handset operation, perform the following tasks:
1. When the telephone is not in use, lift the handset from the cradle and
carefully turn the telephone upside down.
2. Unplug the headset cord where it connects to the telephone.
3. Set the telephone upright and return the handset to the cradle.
4. Store your headset in a safe place.
Enabling/Disabling Headset Operation:
To enable or disable headset operation for headsets on telephones that are not
programmed for full-time headset operation:
•
•
Press the HEADSET feature key.
Connect or disconnect the headset at the quick-disconnect plug
(Headset with Feature Control Switch only).
7
Handling Calls with a Headset (no Feature Control Switch):
To answer a call (when Auto Answer is disabled):
•
Press the flashing Line Select key.
To hang up:
•
Press the Hang-Up softkey.
Handling Calls with a Headset with Feature Control Switch:
To answer a call (when Auto Answer is disabled):
•
Quickly press and release the Control Switch.
To mute the headset microphone (Headset with Feature Control Switch only):
Press and hold the Control Switch.
•
To hang up:
Quickly press and release the Control Switch.
•
8
Logging In / Out
Your system administrator should have assigned you an identification number.
Your identification number allows you to access the ACD system. Check with
your system administrator if you don’t have an identification number.
Note that you can’t program your telephone’s personal keys while you’re logged in.
To log in:
1. Enter the Login/Logout access code.
2. Enter your identification number.
If you’ve logged in successfully, you hear dial tone and ACD LOGIN
appears in your telephone display.
If you’re unsuccessful, you hear error tone (continuous beeps) and
INVALID, NO ACCESS, or INVALID KEY appears on your telephone
display. Contact your system administrator if you can’t log in.
3. Press SPEAKER.
To log out:
1. Enter the Login/Logout access code.
If you hear dial tone you have logged out successfully. ACD LOGOUT
appears in the display.
2. Press SPEAKER.
9
QUEUE STATUS
Queue Status at a Glance
The indicator beside a QUEUE STATUS key shows the current status of 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 flash rates.
Displaying a Group’s Queue Status
A QUEUE STATUS key allows you to display an agent group’s queue status.
1. Press a QUEUE STATUS key.
The following information is displayed:
a)
b)
c)
the agent group number and NAME
the NUMBER OF AGENTS logged in to the group
the longest time that a call has been in the queue (LONGEST
CALL)
d)
the number of CALLS WAITING in the queue.
2. Press another QUEUE STATUS key to display queue information for
another agent group
-or-
Press SUPERKEY to exit.
13
Displaying Reports
You can display queue status reports for your agent group. Refer to Table 3 in
the Reports and Indicators section for a list of the available queue status reports.
If you’re responsible for more than one agent group, you can also access agent
status reports using the Agent softkey. Refer to Table 4 in the Reports and
Indicators section for a list of the available agent status reports.
To display queue status reports:
1. Press a QUEUE STATUS key.
2. Press a key on the dial pad.
The report associated with that key is displayed.
3. Press SUPERKEY to exit.
To display agent status reports:
1. Press a QUEUE STATUS key.
2. Press the Agent Status softkey.
The status of the first agent in the group is displayed. The Agent Status
softkey is only available if you supervise more than one group.
3. Press a key on the dial pad.
The report associated with that key is displayed.
4. Press SUPERKEY to exit.
14
Scrolling Through Reports
You can also scroll through queue status reports and agent status reports.
To scroll through group status reports:
1. Press a QUEUE STATUS key.
The number and name of the group 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 is displayed.
3. Press the Next Report or Previous Report softkey to scroll through
the queue status reports.
To scroll through agent status reports:
1. Press a QUEUE STATUS key.
2. Press the Agent Status softkey.
The identification number, name, and status of the first agent in the group
is displayed. The Agent Status softkey will only be available if you
supervise more than one agent group.
3. Press a key on the dial pad.
The report associated with that key is displayed.
4. Press the Next Report or Prev Report softkey to display different
reports for the same agent
-or-
Press the Next Agent or Prev Agent softkey to display the same
report for other agents in the group.
15
About the SHIFT Key
If you’re responsible for more agent groups than there are QUEUE STATUS
keys on your telephone, you must use the SHIFT key to access the other agent
groups. The SHIFT key allows you to access more than one agent group from a
single QUEUE STATUS key.
The status indicator beside the SHIFT key turns on when the shift function is activated.
An example:
If you’re supervising nine agent groups, but only have four QUEUE STATUS
keys programmed on your telephone, you can press the SHIFT key to access the
other five groups.
1. Press the SHIFT key once.
QUEUE STATUS keys 1, 2, 3 and 4 now represent groups 5, 6, 7 and 8.
2. Press the SHIFT key again.
Key 1 now represents group 9. Keys 2, 3, and 4 are meaningless.
3. Press the SHIFT key once more.
Keys 1, 2, 3 and 4 once again access groups 1, 2, 3 and 4.
16
Table 1 further illustrates this example:
Table 1: SHIFT Key Operation for Queue Status
Key Number
With No Shift
Agent Group 1
Agent Group 2
Agent Group 3
Agent Group 4
After 1st Shift
Agent Group 5
Agent Group 6
Agent Group 7
Agent Group 8
After 2nd Shift
Agent Group 9
none
After 3rd Shift
Agent Group 1
Agent Group 2
Agent Group 3
Agent Group 4
1
2
3
4
none
none
Need a reminder?
If you forget how many times you have pressed the SHIFT key:
1. Press SUPERKEY.
2. Press SHIFT.
The shift count appears in the display.
17
AGENT STATUS
About Agent Status 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 agent group. If you supervise more than one agent group, you
access agent status information from a QUEUE STATUS key using the AGENT
softkey (see "Scrolling through Reports" in the previous section).
Agent Status at a Glance
The indicator beside an AGENT STATUS key shows the current status of the
agent. Refer to Table 5 in the Reports and Indicators section for information on
how to interpret the agent status indicator flash rates.
Displaying an Agent’s Status
The AGENT STATUS key allows you to display an agent’s current status. To
display information about an Agent's status:
1. Press an AGENT STATUS key.
The agent’s identification number, name, and status appears in the
display. An agent can be in any one of the following states:
LOGGED OUT - agent is logged out
NO CALLS WAITING - agent is waiting for an ACD call
ON ACD CALL - agent is on an ACD call.
AFTER-CALL WORK - agent is completing work from an ACD call (work timer)
NON-ACD CALL OR IN DND - agent is on a non-ACD call
ACD CALL ON HOLD - agent has an ACD call on hold
MAKE BUSY - agent’s telephone is in make busy state
2. Press the Next Agent or Prev Agent softkey to display the status of
other agents in your group.
3. Press SUPERKEY to exit.
21
Displaying Agent Status Reports
You can display agent status reports by pressing keys on the dial pad.
To display agent status reports:
1. Press an AGENT STATUS 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 agent reports.
3. Press the Next Report or Prev Report softkey to scroll through the
agent status reports.
4. Press the Next Agent or Prev Agent softkey to display the same
report for other agents in your group.
5. Press another AGENT STATUS key
-or-
Press SUPERKEY to exit.
22
About the Shift Key
If you’re responsible for more agents than there are AGENT STATUS keys on your
telephone, you can use the SHIFT key to access the other agents. The SHIFT key
allows you to access more than one agent from a single AGENT STATUS key.
The status indicator beside the SHIFT key turns on when the shift function is activated.
An example:
If you’re supervising nine agents, but only have four AGENT STATUS keys programmed
on your telephone, you can press the SHIFT key to access the other five groups.
1. Press the SHIFT key once.
Keys 1, 2, 3 and 4 now represent agents 5, 6, 7 and 8.
2. Press the SHIFT key again.
Key 1 now represents agent 9. Keys 2, 3, and 4 are meaningless.
3. Press the SHIFT key once more.
Keys 1, 2, 3 and 4 once again represent agents 1, 2, 3 and 4.
Table 2 further illustrates this example:
Table 2: SHIFT Key Operation for Agent Status
Key Number
With No Shift
Agent 1
Agent 2
Agent 3
Agent 4
After 1st Shift
Agent 5
Agent 6
Agent 7
Agent 8
After 2nd Shift
Agent 9
none
none
none
After 3rdShift
Agent 1
Agent 2
Agent 3
Agent 4
1
2
3
4
Need a reminder?
If you forget how many times you have pressed the SHIFT key:
1. Press SUPERKEY.
2. Press SHIFT.
The shift count appears in the display.
23
AGENT MONITORING
About Agent Monitoring
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 agent’s
handling of ACD calls.
Are your agents notified?
Your system may be programmed to notify agents when their calls are being
monitored. In this case, the agent hears a beep when you begin monitoring the
call. If the agent has a display telephone, your name and extension number
appear in the agent’s display for the duration of the call.
If your system is not programmed to notify agents when their calls are being
monitored, the agents do not hear a beep and the agent’s telephone display does
not indicate that monitoring is taking place.
You can just listen or you can join the conversation
When monitoring an agent, you can listen to the conversation but you can’t
speak to either the agent or the caller. Anything you say while in call monitoring
mode is not heard by either the agent or the caller. However, you can join the
conversation by forming a 3-party conference.
27
A few conditions:
Only one supervisor can monitor an agent at a time. If you try to monitor an agent who
is already being monitored you receive busy tone and BUSY appears in your display.
If the agent puts the caller on hold (hard hold or temporary hold) anytime during the
conversation, you are removed from the call and your monitoring session ends.
Note that while you are monitoring an agent, you can’t make or receive calls.
Anyone who calls your telephone while you are monitoring an agent receives
busy tone. The caller can telephone a callback, but is unable to camp on or
override your monitoring session. If you want to place an outgoing call, you must
first cancel your monitoring session.
To monitor an agent:
1. Enter the ACD Monitor feature code.
2. Enter the agent’s identification number.
If the agent is on an ACD call, you begin monitoring the call. INTRUDING
followed by the agent’s extension number appears in your display (for
example, INTRUDING 1234).
If the agent is waiting for an ACD call, you hear busy tone and the agent’s
extension number followed by the words IS IDLE are shown in your
telephone display (for example, 1234 IS IDLE).
3. Press the Trans/Conf softkey to form a 3-party conference with the
agent and the calling party
-or-
Press Exit to end the monitoring session.
NOTE: If you wish to continue monitoring an agent after exiting the conference,
you must set up the monitor again.
If, during a monitoring session, the agent puts the call on hold, transfers
the call, or ends the call, DISCONNECTED appears in your telephone
display and the monitoring session is terminated.
28
Agent Help
An agent can request your assistance during an ACD call. An agent might
summon your assistance if, for example, a caller is abusive or threatening. If you
receive an agent’s request for help, you may want to monitor the call or perhaps
have the conversation recorded. If you initiate a monitoring session in response
to a help request, the agent is always alerted when the session begins.
Responding to a HELP request
When an agent requests HELP, your telephone rings and HELP followed by the
agent’s identification number and extension number appears in your telephone
display. To respond:
1. Lift the handset to monitor the call.
2. Press Trans/Conf softkey to form a conference with the two parties
-or-
Press Exit to end the monitoring session.
If your telephone is busy
Your telephone rings briefly and HELP followed by the agent’s identification
number is displayed.
NOTE: The monitoring session is cancelled automatically when the call is ended
or when you go on hook.
If you receive a request for help from an agent whom you are currently
monitoring, HELP followed by the agent’s identification number appears
in your telephone display, indicating that the agent needs assistance.
If a request for help is sent to another supervisor from an agent whom
you are currently monitoring, you’ll continue to monitor while the other
supervisor receives busy tone.
29
REPORTS AND INDICATORS
Queue Status Reports
Table 3: Queue Status Reports
Key # Sample Display
Description
0
1
2
3
4
5
6
7
8
9
CONDENSED STATUS REPORT:16 2 10 2 8
AVERAGE AGENT WAIT TIME 00:46
Condensed queue status report*
Average waiting time for agents in group
Number of ACD calls answered by group
Average duration of ACD calls
Number of non-ACD calls made/answered by group
Average duration of non-ACD calls
Number of times agents made busy
Average duration of make busy state
Number of ACD calls put on hard hold
NUMBER OF ACD CALLS ANSWERED: 16
AVERAGE DURATION OF ACD CALLS 02:36
NUMBER OF NON-ACD CALLS HANDLED: 8
AVERAGE DURATION OF NON-ACD CALLS 01:12
NUMBER OF TIMES AGENTS MADE BUSY: 2
AVERAGE DURATION OF BUSY STATE 03:42
NUMBER OF ACD CALLS PUT ON HARD HOLD: 4
AVERAGE HOLD DURATION OF ACD CALLS 00:51 Average duration of ACD calls on hard hold
* The condensed queue status report available to supervisors at key “0” consists
of the following information displayed from left to right:
•
•
•
•
•
Number of ACD calls answered by the group.
Number of abandoned ACD calls.
Number of agents logged in.
Number of times agents made busy.
Number of non-ACD calls handled by the group.
The report available to senior supervisors at key “0” consists only of “NUMBER
OF AGENTS LOGGED IN” and not the condensed report that is available to a
supervisor.
33
Agent Status Reports
Table 4: Agent Status Reports
Key # Sample Display
Description
Average waiting time for agent
Number of ACD calls answered by agent
Average duration of ACD calls
Total non-ACD calls made/answered by agent
Average duration of non-ACD calls
Number of times agents made busy
Average duration of make busy state
Number of ACD calls put on hard hold
0
1
2
3
4
5
6
7
8
AVERAGE WAITING TIME 01:55
NUMBER OF ACD CALLS ANSWERED: 25
AVERAGE DURATION OF ACD CALLS 02:14
NUMBER OF NON-ACD CALLS HANDLED: 3
AVERAGE DURATION OF NON-ACD CALLS 01:27
NUMBER OF TIMES AGENT MADE BUSY: 4
AVERAGE DURATION OF BUSY STATE 03:42
NUMBER OF ACD CALLS PUT ON HARD HOLD: 5
AVERAGE HOLD DURATION OF ACD CALLS 00:32 Average duration of ACD calls on hard hold
Status Indicators
The following table illustrates the behavior of line status indicators.
Table 5: Status Indicators
Key
Status
Indicators
Prime Line
Idle
Busy
Off
On
Off
On
Queue Status
Agent Status
No calls in queue
Calls waiting before 1st threshold time period
Calls waiting between 1st and 2nd threshold time periods Slow flash
Calls waiting longer than 2nd threshold time period
Calls have overflowed
Agent logged out
Pulsed flash
Fast flash
Off
Agent logged in - no calls waiting
Agent telephone made busy
Agent on ACD call
Pulsed flash
Fast flash
On
Agent on non-ACD call
Holding an ACD call
Slow flash
On
After call work timer
On
Shift
Shift not activated
Off
Shift activated
On
34
ADDITIONAL FEATURES
Some Additional Features
Instructions for performing commonly used features are given below.
Placing a call on hold:
1. Press the red HOLD key.
The status indicator of the held call flashes.
2. To retrieve the held call, press the line select key next to the flashing
status indicator.
Transferring a call:
1. While on a call, press the Trans/Conf softkey.
2. Dial the number of the third party.
3. Hang up
-or-
Wait until the called party answers and then introduce the caller being
transferred. After introducing the caller, hang up. If you receive busy tone
or no answer, press Back to Held softkey to return to the original call.
Setting up a 3-party conference:
1. While on a call, press the Trans/Conf softkey.
2. Dial the number of the third party.
3. When the called party answers, introduce the conference.
4. Press the Conference softkey to form the conference.
Making a directed page:
1. Press the Direct Page feature key.
2. Dial the extension number, or press the DSS key of the party being paged.
3. Broadcast your message.
37
Notes
38
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© Copyright 2004, Mitel Networks Corporation.
All rights reserved.
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