SUPERSET 4025 SPECIAL ACD OPERATION

 

 

 

Your Mitel Superset 4025 Telephone has been equipped with special feature operation and Keys to support the Call Center functions.  It is important to understand how these features operate, and what you will need to do to properly receive your incoming calls.

 

Important Information

 

ุ      All of your incoming calls are “automatically” processed to your phone in the order in which they are received.  You will hear a “zip tone” just as you are being automatically connected to an incoming call.

 

ุ      Should you be “Logged-in” but not available at your phone, callers still will be automatically connected to your phone, and will receive “dead air”.

 

ุ      In order to receive your calls, you MUST LOGIN by depressing the Login Key.

 

ุ      When you leave, you must LOGOUT by depressing the Logout Key.

 

ุ      Finally, a Make Busy Key has been provided, which will allow you to take breaks without actually “Logging out” of the system.  (The system actually tracks the time you are logged in/out and when you are in the Make Busy state.)

 

Feature Operation

 

LOGIN Key – In order to let the system know you are ready to begin answering calls, you must depress the Login Key, followed by your personal Agent ID Code.  The effect of “Logging in” is that your phone is now in its assigned group and ready to receive its group calls.

 

CALL COMPLETION – Once you have completed your call, simply press the Cancel Key.

 

AFTER WORK TIMER – A preset time is scheduled upon the completion of every call in which no additional calls will be connected to your phone.

 

MAKE BUSY Key – This key, while similar in operation to the Logout Key, is different in that it is designed to keep incoming callers from ringing on your phone, but at the same time indicate to the system that you are on a temporary break.  Since the system tracks everything, it is important to use the proper feature in the proper circumstances.

 

HELP – To request Supervisor assistance while connected to a caller, press the Superkey, and select the Help? option in the display, followed by the Supervisor’s extension.

 

LOGOUT Key – When you leave for the day, or for an extended period of time, it is important and necessary that you “Logout”.  The operation insures all callers are directed to a person who is Logged-in and ready to receive incoming calls.  Failure to “Logout” will allow incoming callers to be directed to your phone, without an answer.

 

 

Note: For more detailed instructions click on www.VergeNetwork.com or call (405) 782-8400.