ACD TELEMARKETER® Agent Guide for the Superset™ 4015 and 4025/4125
DUE TO THE DYNAMIC NATURE OF THE PRODUCT DESIGN, THE INFORMATION CONTAINED IN THIS DOCUMENT IS SUBJECT TO CHANGE WITHOUT NOTICE. MITEL CORPORATION, ITS AFFILIATES, AND/OR ITS SUBSIDIARIES ASSUME NO RESPONSIBILITY FOR ERRORS AND OMISSIONS CONTAINED IN THIS INFORMATION. ™ Trademark of Mitel Networks Corporation. © Copyright 2001, Mitel Networks Corporation.
Contents Introduction ................................................................................ 4 Logging In and Out .................................................................... 5 Answering Calls ......................................................................... 6 Using a Headset ......................................................................... 7 After Work Timer ...................................................................... 10 Make Busy ................................
Introduction This guide provides instructions for using ACD features on SUPERSET 4015 and SUPERSET 4025/4125 telephones. Refer to your SUPERSET 4015 or SUPERSET 4025/4125 User Guide for information on non-ACD features, and for a description of your telephone. One of the personal keys on your set is programmed as a MAKE BUSY feature key. A second personal key is programmed as a QUEUE STATUS feature key. As an ACD agent, you’ll use the features associated with these keys.
Logging In and Out Your supervisor should have assigned you an agent identification number. This number allows you to access the ACD system. Check with your supervisor if you don’t have an agent identification number. Note: You can’t program your set’s personal keys while you’re logged in. To log in: 1. Enter the Login/Logout feature access code. 2. Enter your agent identification number.
Answering Calls You may prefer to answer your calls automatically using the Auto Answer feature. When you receive a call, you hear one short ring before being automatically connected to the caller. To end the call, you press CANCEL. Note: On SUPERSET 4015 telephones, the Auto Answer feature works only if your set is in Headset mode. To set or cancel Auto Answer: • Press the AUTO ANSWER feature key. AUTO ANSWER ON or AUTO ANSWER OFF appears briefly in the display to indicate that the feature is on or off.
Using a Headset Note: Your system administrator may have enabled full-time headset operation on your telephone. Telephones with full-time headset operation enabled must be operated only with headsets. A headset can be used either in regular answer mode or with the Auto Answer feature programmed. Most headsets are installed using the same jack that the handset plugs into.
To Install a Headset with Feature Control Switch IMPORTANT NOTE: MITEL’s Headset with Feature Control Switch (PN 9132800-500-NA) must be installed in the dedicated headset jack (the jack nearest the front of the set). Installation will disable your handset microphone. Disconnecting the headset at the jack or at the quickdisconnect plug restores handset operation. To install the headset for your use, perform the following tasks: 1.
Handling Calls with a Headset (no Feature Control Switch): To answer a call (when Auto Answer is disabled): • Press the flashing Line Select key. To hang up: • Press the Hang-Up softkey. Handling Calls with a Headset with Feature Control Switch: To answer a call (when Auto Answer is disabled): • Quickly press and release the Control Switch. To mute the headset microphone (Headset with Feature Control Switch only): • Press and hold the Control Switch.
After Work Timer After ending an ACD call, you’ll be allowed a certain amount of time to complete the work generated by the call before another ACD call is directed to your set. AFTER WORK TIME appears in the display while timer is counting down. You have the option of canceling the timer and accepting another call before the timer expires. To cancel the after work timer: • Press CANCEL or RESUME (SUPERSET 4025/4125 telephones). Your telephone is now ready to receive another ACD call.
Make Busy If you require extra time to handle paperwork between calls, or if you must leave your phone unattended for a short period, you can place your set in busy state. When your set is in busy state, ACD calls are not directed to your set. To place your set in busy state: • Press the MAKE BUSY feature key. The status indicator beside the key flashes quickly. To take your set out of busy state: • Press the MAKE BUSY feature key. The status indicator beside the key stops flashing.
Queue Status If your set is programmed with a QUEUE STATUS feature key, the status indicator beside the key shows the status of the call-waiting queue (see "Status Indicators"). Pressing the QUEUE STATUS feature key displays queue information for your agent group. To display the current status of your agent group: 1. Press the QUEUE STATUS feature key.
Help (SUPERSET 4025/4125 telephones only) If you require assistance during a call -- perhaps you’re unable to answer a caller’s question, or you’ve encountered an abusive caller -- you can press the HELP softkey to alert your supervisor or senior supervisor. This feature isn’t available from SUPERSET 4015 telephones. To alert your supervisor or senior supervisor: 1. Press HELP. CALL SUPERVISOR? or CALL SENIOR S.? appears. 2.
Status Indicators The following table shows the status indicator displays for your PRIME LINE key, MAKE BUSY key, and QUEUE STATUS key. Status Indicators Key Prime Line Make Busy Queue Status Status Idle Busy Not Made Busy (but Agent logged in) Made Busy No calls in queue Calls waiting before 1st threshold time period. Calls waiting between 1st and 2nd threshold time periods. Calls waiting longer than 2nd threshold time period. Calls have overflowed.
Additional Features Placing a call on hold: 1. Press the red HOLD key. The status indicator of the held call flashes. 2. To retrieve the held call, press the line select key next to the flashing status indicator. Transferring a call: 1. While on a call, press TRANS/CONF. 2. Dial the number of the third party. 3. Hang up -orWait until the called party answers and then introduce the caller being transferred. After introducing the caller, hang up.
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