Mitel SX-200 EL Installations- und Betriebshandbuch

ACD TELEMARKETER® Agent Guide

for the Superset™ 4015 and 4025/4125

DUE TO THE DYNAMIC NATURE OF THE PRODUCT DESIGN, THE INFORMATION CONTAINED IN

THIS DOCUMENT IS SUBJECT TO CHANGE WITHOUT NOTICE. MITEL CORPORATION, ITS

AFFILIATES, AND/OR ITS SUBSIDIARIES ASSUME NO RESPONSIBILITY FOR ERRORS AND

OMISSIONS CONTAINED IN THIS INFORMATION.

™ Trademark of Mitel Networks Corporation.

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Contents

Introduction ................................................................................ 4

Logging In and Out .................................................................... 5

Answering Calls ......................................................................... 6

Using a Headset ......................................................................... 7

After Work Timer...................................................................... 10

Make Busy ................................................................................ 11

Queue Status............................................................................ 12

Help ........................................................................................... 13

Status Indicators...................................................................... 14

Additional Features.................................................................. 15

Introduction

This guide provides instructions for using ACD features on SUPERSET 4015 and

SUPERSET 4025/4125 telephones. Refer to your SUPERSET 4015 or

SUPERSET 4025/4125 User Guide for information on non-ACD features, and for

a description of your telephone.

One of the personal keys on your set is programmed as a MAKE BUSY feature

key. A second personal key is programmed as a QUEUE STATUS feature key.

As an ACD agent, you’ll use the features associated with these keys.

The instructions in this guide assume that you are using either a headset or the

Auto Answer feature (see "Answering Calls" and "Using a Headset").

IMPORTANT NOTE FOR HEADSET USERS: MITEL’s Headset with Feature

Control Switch (PN 9132-800-500-NA) must be installed in the dedicated

headset jack (the jack nearest the front of the set). Installation will disable

your handset microphone. Disconnecting the headset at the jack or at the

quick-disconnect plug restores handset operation.

Logging In and Out

Your supervisor should have assigned you an agent identification number. This

number allows you to access the ACD system. Check with your supervisor if you

don’t have an agent identification number.

Note: You can’t program your set’s personal keys while you’re logged in.

To log in:

1. Enter the Login/Logout feature access code.

2. Enter your agent identification number.

If you log in successfully, you hear dial tone, ACD LOGIN appears in the

display, and the status indicator beside the MAKE BUSY feature key

turns on.

If you’re unsuccessful, you hear error tone (continuous beeps) and

INVALID, NO ACCESS, or INVALID KEY appears in the set display.

Contact your supervisor if you can’t log in.

3. On SUPERSET 4015 telephones, Press your PRIME line select key

(bottom personal key).

On SUPERSET 4025/4125 telephones, Press SPEAKER.

To log out:

1. Enter the Login/Logout access code.

You hear dial tone, ACD LOGOUT appears in the display, and the status

indicator beside the MAKE BUSY feature key turns off.

2. On SUPERSET 4015 telephones, Press your PRIME line select key

(bottom personal key).

On SUPERSET 4025/4125 telephones, Press SPEAKER.

Answering Calls

You may prefer to answer your calls automatically using the Auto Answer

feature. When you receive a call, you hear one short ring before being

automatically connected to the caller. To end the call, you press CANCEL.

Note: On SUPERSET 4015 telephones, the Auto Answer feature works only if

your set is in Headset mode.

To set or cancel Auto Answer:

•Press the AUTO ANSWER feature key.

AUTO ANSWER ON or AUTO ANSWER OFF appears briefly in the

display to indicate that the feature is on or off.

The status indicator for the AUTO ANSWER feature key turns on when

Auto Answer is activated. The status indicator is off when Auto Answer is

cancelled.

Note: Never leave your telephone unattended while Auto Answer is on.

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 (PN 9132-800-500-NA) plugs into

the dedicated headset jack (the jack nearest the front of the set).

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 set 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 set 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.

To Install a Headset with Feature Control Switch

IMPORTANT NOTE: MITEL’s Headset with Feature Control Switch (PN 9132-

800-500-NA) must be installed in the dedicated headset jack (the jack

nearest the front of the set). 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 set upside down.

2. Plug the headset cord into the headset jack (the jack nearest the front

of the set).

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 set 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).

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.

After Work Timer

After ending an ACD call, you’ll be allowed a certain amount of time to complete

the work generated by the call before another ACD call is directed to your set.

AFTER WORK TIME appears in the display while timer is counting down. You

have the option of canceling the timer and accepting another call before the timer

expires.

To cancel the after work timer:

•Press CANCEL or RESUME (SUPERSET 4025/4125 telephones).

Your telephone is now ready to receive another ACD call.

Note: If you make a call or answer a non-ACD call, the timer is automatically

cancelled. Be prepared to answer another ACD call when you go on-

hook.

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