Manuals
/
Brands
/
Communications
/
Telephone
/
Mitel
/
Communications
/
Telephone
Mitel
5020 IP, 5220 IP, SUPERSET 4025, SUPERSET 4125 manual
1
1
46
46
Download
46 pages, 352.22 Kb
User Guide for the 5020/5220 IP and Supersetâ„¢ 4025/4125
Telephones
ACD
SUPERVISOR / SENIOR SUPERVISOR
Contents
Main
Page
Page
i
Contents
Page
Page
3
Introduction
Supervisor or senior supervisor?
One or more agent groups?
You have easy access to information
4
Using a Headset
To Install a Headset (no feature control switch)
5
To Install a Headset with Feature Control Switch
Enabling/Disabling Headset Operation:
Page
7
Logging In / Out
To log in:
To log out:
Page
Page
Page
Queue Status at a Glance
Displaying a Groups Queue Status
12
Displaying Reports
To display queue status reports:
To display agent status reports:
Scrolling Through Reports
Page
15
About the SHIFT Key
An example:
16
Need a reminder?
Page
Page
Page
Displaying an Agents Status
21
Displaying Agent Status Reports
To display agent status reports:
To determine which report is available at which key:
22
About the Shift Key
An example:
Page
Page
Page
Page
About Agent Monitoring
28
A few conditions:
To monitor an agent:
29
Agent Help
Responding to a HELP request
If your telephone is busy
Page
Page
Page
Queue Status Reports
Agent Status Reports
Table 4: Agent Status Reports
Status Indicators
The following table illustrates the behavior of line status indicators. Table 5: Status Indicators
Page
Page
Page
Some Additional Features