Mitel SUPERSET 4025, 5220 IP Agent Help, Responding to a Help request, If your telephone is busy

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Agent Help

An agent can request your assistance during an ACD call. An agent might summon your assistance if, for example, a caller is abusive or threatening. If you receive an agent’s request for help, you may want to monitor the call or perhaps have the conversation recorded. If you initiate a monitoring session in response to a help request, the agent is always alerted when the session begins.

Responding to a HELP request

When an agent requests HELP, your telephone rings and HELP followed by the agent’s identification number and extension number appears in your telephone display. To respond:

1.Lift the handset to monitor the call.

2.Press TRANS/CONF to form a conference with the two parties -or-

Press CANCEL to end the monitoring session.

If your telephone is busy

Your telephone rings briefly and HELP followed by the agent’s identification number is displayed.

NOTE: The monitoring session is cancelled automatically when the call is ended or when you go on hook.

If you receive a request for help from an agent whom you are currently monitoring, HELP followed by the agent’s identification number appears in your telephone display, indicating that the agent needs assistance.

If a request for help is sent to another supervisor from an agent whom you are currently monitoring, you’ll continue to monitor while the other supervisor receives busy tone.

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Contents ACD Page Page Contents Getting Started Page Introduction You have easy access to informationSupervisor or senior supervisor? One or more agent groups?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 Which report at which key?To scroll through group status reports To scroll through agent status reports An example About the Shift KeyNeed a reminder? Agent Status Page Agent Status at a Glance About Agent Status KeysDisplaying an Agent’s Status To determine which report is available at which key Displaying Agent Status ReportsAgent None Need a reminder? 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 Key Status Indicators Status IndicatorsPage Additional Features Page Setting up a 3-party conference Some Additional FeaturesPlacing a call on hold Transferring a callMaking a directed

5020 IP, SUPERSET 4125, SUPERSET 4025, 5220 IP specifications

Mitel has been a prominent player in the telecommunications sector, and their range of IP phones exemplifies cutting-edge technology designed to enhance workplace communication. Among their popular models are the Mitel 5220 IP Phone, SuperSet 4025, SuperSet 4125, and the 5020 IP Phone, each designed to cater to different business needs with distinctive features and functionalities.

The Mitel 5220 IP Phone is a feature-rich device designed for office environments. It offers a large graphical display, making it easy to navigate through menus and access features. The phone supports VoIP technology, enabling high-definition voice calls, which enhances clarity and reduces background noise. Notably, the Mitel 5220 is equipped with programmable keys, allowing users to customize their experience and streamline daily operations. Additionally, it supports wideband audio, ensuring that calls are crystal clear.

The SuperSet 4025 is a versatile digital phone known for its reliability. This model features an easy-to-read LCD screen and programmable function keys that can be tailored to suit users’ specific needs. The SuperSet 4025 supports a variety of call management features like call forwarding, conferencing, and voicemail integration. Its ergonomic design ensures comfort during long conversations, making it a staple for professionals who rely on phone communication.

The SuperSet 4125 takes the capabilities of the 4025 even further. This model includes advanced features such as a larger display and enhanced audio quality, making it ideal for busy office environments. With additional programmable keys and support for headset connectivity, the SuperSet 4125 is perfect for users who require simultaneous call handling. It fosters productivity through features like call logs and quick access to essential services, streamlining communication workflows.

The Mitel 5020 IP Phone is tailored for those looking for a combination of basic functionality with robust performance. This model also features a large LCD display and supports VoIP technology for seamless integration into existing network infrastructure. Users can benefit from features like caller ID, multiple line appearances, and easy access to directory services. Its compact design is ideal for those with limited desk space, without compromising on essential features.

Overall, Mitel's IP phones and digital models, including the Mitel 5220, SuperSet 4025, SuperSet 4125, and 5020, reflect a commitment to enhancing communication in the workplace. Their blend of user-friendly interfaces, advanced call handling capabilities, and superior audio quality make them essential tools in modern business environments, supporting increased productivity and connectivity.
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