Mitel 5020 IP, 5220 IP 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 Mitel Networks 5020 IP, 5220 IP, SUPERSET 4025, and SUPERSET 4125 telephone. Refer to your telephone User Guide for a description the 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 phones.

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 anytime by pressing SUPERKEY.

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Contents ACD Page Page Contents 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 Which report at which key? Scrolling Through ReportsTo 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 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 Key Status Indicators Status IndicatorsPage Additional Features Page Transferring a call Some Additional FeaturesSetting up a 3-party conference Placing a call on holdMaking 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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