Instruction/ maintenance manual of the product 4150 Mitel
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User Guide for the Superset™ 4150 T elephone A CD SUPER VISOR / SENIOR SUPER VISOR.
DUE TO THE DYNAMIC NATURE O F THE PRODUCT DES IGN, THE INFORMATION CONTAINED IN THIS DOCUMENT IS SUBJECT T O CHANGE W ITHOUT NOTICE. MITEL CORPORAT ION, ITS AFFILIATES, AND/OR ITS SUBSIDIARIES ASSUME NO RESPONSIBILITY FOR ERRORS AND OMISSIONS CONTA INED IN TH IS INFORMATION.
i Contents GE TTI NG ST ART ED Introducti on .......................................................................................... 5 Using a H eadset .................................................................................. 6 Logging In / Out .
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GETTING STARTED.
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5 Introduction This guide provides instructions for using ACD supervisor and senior supervisor features on SUPERSET 4150 telephones. Refer to your SUPERSET 4150 User Guide for a description of your telephone, and non-ACD features.
6 Using a Headset Note: Your system administrator may have enabled f ull- time headset operation on your telephone. Telephones with full-time headset operation enabled must be operated only wit h headsets. A headset can be used either in r egu lar answer mode or wi th the Auto Answer fe at ure prog r am m ed.
7 To Install a Head set with Feature C ontrol Switch IMPORTANT NOTE: MITEL’ s Headset with Feature Control Switch must be installed in the dedicated headset jack (the jack nearest the front of the telephone). Installati on will di sable your handset microphone.
8 Handling Calls with a Heads et (no Feature Control Switch): To answer a call (w hen Auto Answer is disabled): • Press the f lashing Line Select k ey.
9 Logging In / Out Your system administrator should have assi g ned you an identi f ication number. Your identification number allows you to access the ACD system. Check w ith your system administrator if you don’t have an ident if icat ion number. Note that you can’t pr ogram your telephone ’s personal keys whil e you’re logg ed in.
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QUEUE STATUS.
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13 Queue S tatus at a Glance The indicator beside a QUEUE STATUS key show s the current status o f the call waiting queue for the associated agent group. Refer to Table 5 in the Reports and Indicators section for information on how to interpret the queue status indicator f lash rates .
14 Displayi ng Re ports You can display queue status reports for y our agent group. Refer to Table 3 in the Reports and Indicators section for a list o f the available queue status reports. If you’re responsible for more than one agent group, you can also access agent status reports using the Age n t softkey.
15 Scrolling T hrough Re ports You can also scroll through queue status reports and agent status reports. To scroll through group status reports: 1. Press a QUEUE STATUS ke y. The number and name of the gr oup associated with the report data appears in the top line of the display.
16 About the SHIFT Key If you’re responsible for more agent groups than there are QUEUE STA TU S keys on your telephone, you must use t he SHIFT key to access the other agent groups. The SHIFT key allows you to access more than one a gent group from a single QUEUE ST ATUS ke y.
17 Table 1 further illustrates this example: Table 1: SHIFT Key Operation for Queue Status Key Number With No Shift After 1st Shif t After 2nd Shift After 3rd Shift 1 Agent Group 1 Agent Group 5 Agent.
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AGENT STATUS.
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21 About Agent S tatus Keys AGENT STATUS keys allow you to monitor the current status of individual agents. You will only have agent status keys programmed on your telephone if you supervise one a gent group.
22 Displaying Agent S tatus Report s You can display agent status reports by pressing keys on the dial pad. To display agent st atus reports: 1. Press an AG E N T S T A T U S key. 2. Press a key on the dial pad . The report associated with that key is displayed.
23 About the Shift Key If you’re r esponsib le f or more ag ents than there ar e A GENT STA TUS keys on your telephon e, you can use t he SHIFT key to access th e other ag ents. The SHI F T ke y allows you to access more t han on e agent f rom a sing le AG E N T ST ATUS key.
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AGENT MONITORING.
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27 About Agent Monitor ing This feature allows you to monitor an agent’s conversation, either with or without the agent’s knowledge. Typically, you use this feature to monitor an a gent’s handling of ACD calls. A re your agents notified? Your system may be progra mmed to notify agents when t heir calls are being monitored.
28 A few conditions: Only on e sup ervis or can m onit or an agent at a tim e. If you try t o mon itor a n agent who is alre ady being monitor ed you rece ive busy tone an d BUSY appe ars in your di spla y.
29 Agent Help An agent can request your assistance during an ACD call. An a gent might summon your assistance if, for example, a caller is abusiv e or threatening. If you receive an agent’s request for help, you may w ant to monitor the call or perhaps have the conversation recorded.
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REPORTS AND INDICATORS.
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33 Queue S tatus Reports Table 3: Queue Status Reports Key # Sample Displa y Descriptio n 0 CONDEN SED STATUS R EPORT:16 2 10 2 8 Condensed queue statu s report* 1 AVERAGE AGENT W AIT T I ME 00:46 Ave.
34 Agent S tatus Reports Table 4: Agent Status Reports Key # Sample Displa y Descriptio n 0 AVERAGE W AITING T I ME 01:55 Average waiting time for agent 1 NUMBER O F ACD CALLS ANS W ERED: 25 Number of.
ADDITIONAL FEATURES.
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37 Some Additional Features Instructions f or performing commonly used feat ures are given below. Placing a call on hold: 1. Press the red HOL D key. The status indicator of the held call flashes. 2. To retriev e the h eld call , pre ss th e l ine se lect key nex t to the f lashi ng status indicator.
38 Notes.
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TM , ® T ra demark of Mitel N etwork s Corporatio n. © C o py r i ght 20 0 4, M i t e l N et w o r ks C or p o r at i o n . All righ ts rese rved..
An important point after buying a device Mitel 4150 (or even before the purchase) is to read its user manual. We should do this for several simple reasons:
If you have not bought Mitel 4150 yet, this is a good time to familiarize yourself with the basic data on the product. First of all view first pages of the manual, you can find above. You should find there the most important technical data Mitel 4150 - thus you can check whether the hardware meets your expectations. When delving into next pages of the user manual, Mitel 4150 you will learn all the available features of the product, as well as information on its operation. The information that you get Mitel 4150 will certainly help you make a decision on the purchase.
If you already are a holder of Mitel 4150, but have not read the manual yet, you should do it for the reasons described above. You will learn then if you properly used the available features, and whether you have not made any mistakes, which can shorten the lifetime Mitel 4150.
However, one of the most important roles played by the user manual is to help in solving problems with Mitel 4150. Almost always you will find there Troubleshooting, which are the most frequently occurring failures and malfunctions of the device Mitel 4150 along with tips on how to solve them. Even if you fail to solve the problem, the manual will show you a further procedure – contact to the customer service center or the nearest service center
