Mitel Networks SX-2000 SUPERSET 4025, SUPERSET 4125 This card describes the basic features available to Agent phones with standard programming. Your phone may be programmed in a different way. Consult your system administrator if you need further information. Headset Operation Making Calls Your administrator may have enabled fulltime headset operation on your phone. Such phones cannot be operated with a handset. Internal Calls A headset can be used in regular answer mode or with Auto Answer. • Dial the number manually -OrPress a Speed Call key. Supervisor Override Login/Logout The supervisor can monitor your ACD calls and join in if necessary. A warning tone sounds before the override starts, and then repeats at regular intervals until the supervisor hangs up. At the beginning of your shift Handling calls with a headset (no feature control switch) To log in to an ACD group: To answer a call (Auto Answer off): n Press SUPERKEY. o Press the Yes softkey. p Enter your Agent ID. q Press the Enter softkey. • Press the flashing Line key. • Dial the outside line access code (usually “9”). You hear dial tone. To hang up • Dial the number manually Getting Help Use the HELP softkey on your phone to signal your supervisor that you need help with a threatening or abusive caller. The supervisor responds by silently monitoring the conversation, and then joining in if necessary. n Press SUPERKEY. o Press the No softkey repeatedly until HELP? appears. p Press the Yes softkey q Enter the supervisor’s Agent ID or extension number. r Press the Enter softkey. To log out of your ACD group: n Press SUPERKEY. o Press the No softkey repeatedly until AGENT LOG OUT? appears. p Press the Yes softkey. Answering Calls Auto Answer Auto Answer alerts you to a call by sounding a brief tone and automatically connecting you to the caller. To end the call, press CANCEL. To enable or disable Auto Answer: For More Information For additional information on using your phone, download the user guide from the Mitel Networks Documentation (eDocs) website - http://edocs.mitel.com/UG/index. n Press SUPERKEY. o Press the No softkey repeatedly until AUTO ANSWER? appears. p Press the Turn On or Turn Off softkey. IMPORTANT! Never leave your phone unattended while Auto Answer is on. • Press the Hang Up softkey or CANCEL. Handling calls with a headset (with feature control switch) To answer a call (Auto Answer off): • Press the flashing Line key -OrQuickly press and release the Control Switch. To mute the headset microphone: External Calls -OrPress a Speed Call key or REDIAL. After Work Timer After ending a call, you will be allowed a certain amount of time to complete the work generated by the call before another one is presented. You have the option of canceling the timer and accepting another call before the timer expires. • Press and hold the Control Switch. To cancel the After Work Timer: To hang up • Press CANCEL. • Quickly press and release the Control Switch -OrPress CANCEL. Enabling or Disabling Headset Operation (on phones not programmed for full-time headset operation) • Press the HEADSET key -OrConnect or disconnect the headset at the quick-disconnect plug. (Headset with feature control switch only.) ACD ACD Agent Quick Reference NOTE: Making a call or answering another non-ACD call automatically cancels the timer. Be prepared to answer another ACD call when you hang up. ACD ACD Agent Quick Reference Make Busy Hold This feature makes your phone unavailable for ACD calls without logging out. Use it for coffee or lunch breaks or if you need more time to handle paperwork between calls. You can place your current call on hold (ACD or non-ACD), and return to it later. To make your phone busy: • Press Hold. The Line key associated with the call flashes. n Press SUPERKEY. o Press the No softkey repeatedly until MAKE BUSY? appears. p Press the Turn On or Turn Off softkey. To place a call on hold: To return to a call on hold: • Press the flashing Line key. Conference Queue Status If you need to include your supervisor or other ACD agent in a three-way call: The LED in the Queue Status key and/or ringing patterns indicate the status of your Agent Group as follows: n While connected to the ACD call, press TRANS/CONF. o Dial the ACD ID or extension number of the supervisor or agent. Visual Indication Audible Indication Meaning p Wait for an answer. Off None No calls waiting in queue On Single ring Calls waiting less than 1st threshold time period q Press TRANS/CONF. Slow flash None Calls waiting between 1st and 2nd threshold time period Fast flash Double ring Calls waiting longer than 2nd threshold period To leave a Conference: • Hang up. The other parties remain connected. Transfer To transfer an active call to your supervisor or another ACD agent: Pressing the Queue Status key displays information for your Agent Group from left to right: n While connected to the ACD call, press TRANS/CONF. • your Agent number o Dial the ACD ID or extension number of the supervisor or agent. • number of calls waiting to be answered p Do one of the following: • the longest time a call has been waiting Pressing the NAME softkey (if available) displays the name of your Agent Group. To exit, press SUPERKEY. • To complete the transfer, hang up. • To announce the transfer, wait for an answer, consult, and then hang up. • To cancel the transfer and reconnect the ACD call, press CANCEL. All other products and services are the trademarks of their respective holders. All rights reserved. M Mitel (design) is a registered trademark of Mitel Networks Corporation. © 2003, Mitel Networks Corporation.
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