Mitel 4150 manual Few conditions, To monitor an agent

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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.

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Contents ACD Page Contents Page Getting Started Page Supervisor or senior supervisor? You have easy access to informationIntroduction One or more agent groups?Using a Headset To Install a Headset no feature control switchTo Install a Headset with Feature Control Switch Enabling/Disabling Headset OperationHandling Calls with a Headset no Feature Control Switch Handling Calls with a Headset with Feature Control SwitchLogging In / Out To logTo log out Page Queue Status Page Queue Status at a Glance Displaying a Group’s Queue StatusDisplaying Reports To display queue status reportsTo display agent status reports Scrolling Through Reports To scroll through group status reportsTo scroll through agent status reports About the Shift Key An exampleNeed 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 Few conditions To monitor an agentAgent Help Responding to a Help requestIf your telephone is busy Page Reports and Indicators Page Queue Status Reports Queue Status ReportsStatus Indicators Agent Status ReportsAdditional Features Page Placing a call on hold Some Additional FeaturesSetting up a 3-party conference Transferring a callPage
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