Aastra Telecom M6320 manual Supervisor features, Interpreting agent indicators

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Supervisor features

As the supervisor of an ACD group, you are responsible for monitoring and assisting agents’ work. In addition you may work as an agent whenever nec- essary. You may be responsible for one or more ACD groups.

This part of the guide explains how to:

-interpret agent indicators - display the status of an ACD group - display a

summary of agent activity - observe an agent - call an agent - answer a call from an agent - respond to an emergency call - use the Fkey - use the Gkey - access ACD agent functions.

Interpreting agent indicators

The status of an ACD agent may be checked by looking at the indicator asso- ciated with the agent’s key. This indicator is automatically updated each time the agent’s status changes, and will always be in one of four states:

•

Off

agent position is logged out.

•

On

agent is active on an ACD call.

 

 

Flashing - agent is waiting for an ACD call.

 

 

Flashing quickly - the Akey has been pressed, the agent is

 

 

busy with post-call processing.

Displaying the status of an ACD queue

When you press the Ekey, information is displayed about how many calls are waiting to be answered and how long the call at the front of the queue with highest answering priority has been waiting. This allows you to see whether the ACD group is handling calls effectively or not.

The example below shows the information typically displayed when you press the Ekey.

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Contents User Guide Introduction Table of Contents Ways to transfer or share calls Introduction M6320 Quick start upUsing Your M6320 telephone-the basics Using Your M6320 telephone-the basics Making calls Answering callsPlacing a call on hold Setting the handset volume Setting the alerter volumeSetting the Handsfree speaker volume Setting the On-hook monitoring volumeTo answer a call using Handsfree Handsfree Calling Handsfree mode onlyTo use Handsfree during your call To mute your microphone while on a Handsfree callJOE Smith Display featuresSave, Memory, and Pause Setting up local featuresTo adjust the alerter volume Alerter VolumeTo enable the Call Timer Call TimerTime and Date To set the time and date on your M6320Display Language Network FeaturesSave Number PredialMemory Number To make a call using Memory NumberTo program a number into memory PauseTo select the mode of operation Mode SelectionMessage Waiting To program the message waiting keyAutomatic Dial Quick ways to make callsAutomatic Line Answering an Intercom call Intercom CallsMaking an Intercom call Ending an Intercom callMaking a call within your Intercom Group Intercom GroupAnswering an Intercom Group call Speed Call Last Number RedialCall Forward How to avoid missing a callCall Waiting To retrieve your messages Call PickupLeave Message To leave a call requestOverride When you can’t reach someoneTo bridge into a two-way call within your system Ring again To cancel a Ring Again requestTo use Ring Again Conference Ways to transfer or share callsTo add a person to a call To add an incoming call to the conferencePrivacy Release Call ParkTo transfer a call directly to another telephone TransferTo transfer a call by establishing a conference Make Busy Controlling your telephone linePrivacy Logging Agent FeaturesTo log Answering ACD calls Logging outCalling your supervisor Putting an ACD call on holdTo call your supervisor while active on an ACD call Emergency calls Line of Business keyDisplaying the queue threshold Not Ready keyReservations Callq Interpreting agent indicators Supervisor featuresDisplaying the status of an ACD queue Displaying a summary of agent activity INC LOG AGT WaitObserving agents To switch back to the ACD callTo monitor a conversation between an agent and a caller To participate in the callAnswering agent calls Calling an agentTo activate Night Service Night ServiceTo turn off the feature Answering emergency callsTo turn off the re-routing feature To activate the Controlled Interflow featureControlled Interflow Supervisors as agentsM6320 connections Connecting your M6320Wall jack/AC adaptor connections To mount the M6320 on the wall Wall mounting the M6320Handset retainer installation Approval Requirements Issue

M6320 specifications

The Aastra Telecom M6320 is a sophisticated and reliable business telephone designed to meet the communication needs of modern enterprises. Renowned for its user-friendly interface and robust features, the M6320 enhances productivity and collaboration in the workplace.

One of the standout features of the Aastra M6320 is its ergonomic design, which includes a large, backlit display. This clear screen allows users to easily access information, such as caller ID, call duration, and menu options, ensuring quick navigation through various functions. The phone is equipped with multiple programmable keys, enabling users to customize their experience by assigning specific functions such as speed dialing, call transfer, or one-touch access to frequently used features.

The M6320 supports a variety of advanced telecommunications technologies, including VoIP (Voice over Internet Protocol). This capability allows for high-quality voice communications over the internet, reducing traditional phone line costs while enhancing call clarity. The phone also features integrated hands-free functionality, making it easy to engage in conference calls or multi-task while on a call.

Additionally, the Aastra M6320 is designed to provide seamless connectivity through a range of networking options. It is compatible with various communication systems, offering flexibility for businesses looking to integrate the phone into existing infrastructures. The device supports features such as call waiting, caller ID, and hold, thereby improving overall call management.

Another notable characteristic of the M6320 is its energy-efficient design, which minimizes power consumption without compromising performance. This is particularly important for businesses focused on sustainability and reducing their environmental impact.

The phone is also equipped with a headset jack, allowing users to connect a headset for comfortable, hands-free operation. This is especially beneficial in busy office environments where multitasking is common.

In summary, the Aastra Telecom M6320 is an exemplary business telephone that combines advanced technology, user-friendly features, and a focus on efficiency. Its design facilitates effective communication while supporting the needs of modern enterprises. With its robust functionality, the M6320 is a wise investment for businesses seeking to enhance their telecommunication systems and promote collaborative work environments.
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