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MITEL MIVOICE BUSINESS
Group Presence.......................................................................................................................18
Getting Help.............................................................................................................................20
When You Need Help.......................................................................................................................... 20
Canceling Help..................................................................................................................................... 20
Queue Threshold Alert.............................................................................................................21
Visual Indications.................................................................................................................................21
Audible Indications...............................................................................................................................21
Queue Status...........................................................................................................................21
When You Need To Know A Group's Queue Status........................................................................... 22
ACD SUPERVISOR FEATURES AND CAPABILITIES ............................................... 23
What is the Supervisory Position?...........................................................................................23
Queue Threshold Alert / Queue Status....................................................................................23
Silent Agent and Group Monitoring..........................................................................................23
Benefits of Silent Monitoring................................................................................................................23
Restrictions to Silent Monitoring .......................................................................................................... 24
Using Silent Monitoring for Individual Agents......................................................................................24
Using Silent Monitoring for Agent Groups ...........................................................................................25
Conferencing (ACD Barge)......................................................................................................25
Whisper Coach ........................................................................................................................26
Responding to Help .................................................................................................................26
What Happens in a Help Request ...........................................................................................27
System Reporting Capabilities.................................................................................................27
Time Events Records ..........................................................................................................................27
Call Events...........................................................................................................................................27
Path and Group Statistics Events........................................................................................................28
Station Message Detail Recording (SMDR) ........................................................................................28
Personal Directory...................................................................................................................29
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