Mitel 5220 IP, SUPERSET 4125, SUPERSET 4025, 5020 IP manual

Contents ACD Page Page Contents 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 SwitchTo log out Logging In / OutTo log Page Queue Status Page Queue Status at a Glance Displaying a Group’s Queue StatusTo display agent status reports Displaying ReportsTo display queue status reports To scroll through group status reports Scrolling Through ReportsWhich report at which key? To scroll through agent status reports About the Shift Key An exampleNeed a reminder? Agent Status Page About Agent Status Keys Agent Status at a GlanceDisplaying an Agent’s Status Displaying Agent Status Reports To determine which report is available at which keyAgent None Need a reminder? Page Agent Monitoring Page You can just listen or you can join the conversation About Agent MonitoringAre your agents notified? Few conditions To monitor an agentIf your telephone is busy Agent HelpResponding to a Help request Page Reports and Indicators Page Queue Status Reports Queue Status ReportsAgent Status Reports Status Indicators Key Status IndicatorsPage Additional Features Page Placing a call on hold Some Additional FeaturesSetting up a 3-party conference Transferring a callMaking a directed