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3
Introduction
This guide provides instructions for using ACD supervisor and senior supervisor
features on Mitel Networks 5020 IP, 5220 IP, SUPERSET 4025, and SUPERSET
4125 telephone. Refer to your telephone User Guide for a description the
telephone and non-ACD features.
Some of the personal keys on your telephone are programmed as QUEUE
STATUS keys or AGENT STATUS keys, and one may be programmed as a
SHIFT key. You use these keys to monitor the status of agents and agent groups.
Supervisor or senior supervisor?
Supervisors monitor agent groups. Senior supervisors monitor supervisors and
possibly agent groups as well. An agent group can be monitored by either a
supervisor or a senior supervisor, but not both. As a supervisor or senior
supervisor, you can’t answer ACD calls from your telephone.
One or more agent groups?
You’ll have one QUEUE STATUS key programmed on your telephone for each
of your agent groups. If you only have one QUEUE STATUS key (i.e., one agent
group to supervise), you can also have AGENT STATUS keys programmed on
your telephone.
AGENT STATUS keys are not available on senior supervisor phones.
You have easy access to information
A QUEUE STATUS key allows you to access information for an agent group and
for the agents within that group. An AGENT STATUS key displays information for
individual agents within a group.
Once you’ve accessed information, you can display the same type of information
for other agent groups or agents by pressing other QUEUE STATUS keys or
AGENT STATUS keys.
You can exit an information display at anytime by pressing SUPERKEY.