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.
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