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Mitel
4150
manual
Acd
Models:
4150
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Reports and Indicators
Additional Features
Using a Headset
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ACD
SUPERVISOR / SENIOR SUPERVISOR
User Guide for the Superset™ 4150 Telephone
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Contents
ACD
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Contents
Page
Getting Started
Page
Introduction
You have easy access to information
Supervisor or senior supervisor?
One or more agent groups?
To Install a Headset no feature control switch
Using a Headset
Enabling/Disabling Headset Operation
To Install a Headset with Feature Control Switch
Handling Calls with a Headset with Feature Control Switch
Handling Calls with a Headset no Feature Control Switch
To log
Logging In / Out
To log out
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Queue Status
Page
Displaying a Group’s Queue Status
Queue Status at a Glance
To display queue status reports
Displaying Reports
To display agent status reports
To scroll through group status reports
Scrolling Through Reports
To scroll through agent status reports
An example
About the Shift Key
Need a reminder?
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Agent Status
Page
Agent Status at a Glance
About Agent Status Keys
Displaying an Agent’s Status
Displaying Agent Status Reports
With No Shift After 1st Shift After 2nd Shift After 3rdShift
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Agent Monitoring
Page
Are your agents notified?
About Agent Monitoring
You can just listen or you can join the conversation
To monitor an agent
Few conditions
Responding to a Help request
Agent Help
If your telephone is busy
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Reports and Indicators
Page
Queue Status Reports
Queue Status Reports
Agent Status Reports
Status Indicators
Additional Features
Page
Setting up a 3-party conference
Some Additional Features
Placing a call on hold
Transferring a call
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Contents
