Mitel 4150 manual Introduction, Supervisor or senior supervisor?, One or more agent groups?

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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.

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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 SwitchTo log Logging In / OutTo log out Page Queue Status Page Displaying a Group’s Queue Status Queue Status at a GlanceTo display queue status reports Displaying ReportsTo display agent status reports To scroll through group status reports Scrolling Through ReportsTo scroll through agent status reports An example About the Shift KeyNeed a reminder? Page Agent Status Page Agent Status at a Glance About Agent Status KeysDisplaying an Agent’s Status Displaying Agent Status Reports With No Shift After 1st Shift After 2nd Shift After 3rdShift Page Agent Monitoring Page Are your agents notified? About Agent MonitoringYou can just listen or you can join the conversation To monitor an agent Few conditionsResponding to a Help request Agent HelpIf 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
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