Mitel 4150 manual Contents

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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

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Contents ACD Page Contents Page Getting Started Page One or more agent groups? You have easy access to informationIntroduction Supervisor or senior supervisor?To Install a Headset no feature control switch Using a HeadsetEnabling/Disabling Headset Operation To Install a Headset with Feature Control SwitchHandling Calls with a Headset with Feature Control Switch Handling Calls with a Headset no Feature Control SwitchLogging In / Out To logTo log out Page Queue Status Page Displaying a Group’s Queue Status Queue Status at a GlanceDisplaying Reports To display queue status reportsTo display agent status reports Scrolling Through Reports To scroll through group status reportsTo scroll through agent status reports An example About the Shift KeyNeed a reminder? Page Agent Status Page About Agent Status Keys Agent Status at a GlanceDisplaying an Agent’s Status Displaying Agent Status Reports With No Shift After 1st Shift After 2nd Shift After 3rdShift Page Agent Monitoring Page About Agent Monitoring Are your agents notified?You can just listen or you can join the conversation To monitor an agent Few conditionsAgent Help Responding to a Help requestIf your telephone is busy Page Reports and Indicators Page Queue Status Reports Queue Status ReportsAgent Status Reports Status IndicatorsAdditional Features Page Transferring a call Some Additional FeaturesSetting up a 3-party conference Placing a call on holdPage