User guide

General Information Guide
28
Features and Benefits
All Mitel telephone sets support the following ACD features (with the exception of the 5010 IP
Phone and the SUPERSET 4015 phone, which do not support Silent Monitoring). (See Table 4.)
Table 4 ACD Phone Features and Benefits
Features Description Benefit
Logging in and out With a valid agent ID an agent can log in
at any ACD phone.
• Maximizes space and agent
mobility (more than one shift can
share the same desk)
• Can be used as a punch clock to
track shifts
Calling an agent Dial the agent by ID number (when
agent ID is the same as the phone
number)
Enables mobile agents by calling the
agent ID rather than telephone
extension
Work timer A programmable time period after each
call that enables an agent to complete
required tasks prior to receiving the next
ACD call
Allows agents to fine tune their own
performance by giving them a set
time to complete paperwork and other
activities before accepting another
call, thus reducing agent frustration
Make Busy with Reason
Codes
• An ACD extension will not receive
ACD calls when the agent is
unavailable.
• ACD agents can enter a reason code
when phones are put into a Make
Busy state.
• Allows agents to complete
required work before receiving
additional calls
• Accurately tracks all agent
non-phone-related activities
Threshold Alerting Provides audible and/or visual
indication to supervisors and agents of
the current workload condition of their
queues
Allows supervisors and agents to
know if they are meeting service level
requirements and enables them to
make proactive changes to their
activities
Displaying Queue Status ACD-enabled telephones include a
queue status key, which is used to view
the group name, number of active
agents in the group, number of calls
waiting in the group queue, and the
length of time the longest call has been
waiting.
• Helps agents improve their
performance by providing current
status information
• Enables agents to make informed
decisions about their time use
Help Key • Allows agents to request that a
supervisor monitor the call
• At any time during the silent monitor,
the supervisor can conference into
the monitored conversation and take
over the call or assist the agent if
necessary.
• Allows agents to request help
without disrupting a call
• Allows the supervision of calls to
gain an unbiased opinion of
problems
Note: You cannot view group names on the Superset 4015 phone.