Справочник Пользователя для Mitel 5224

 

ACD AGENT/SUPERVISOR GUIDE FOR THE  

MIVOICE 5224/5324 IP PHONES 

What Happens in a Help Request 

When you receive a Help request from an Agent, your set emits a triple ring. HELP is displayed, 
followed by the Extension number and name (if programmed) of the Agent requesting Help.

 

1.  Pick up your handset. Your set automatically goes into Silent Monitor mode and you hear the 

conversation in progress. HELP disappears from your display, but the Extension number and 
name (if programmed) remains displayed. 

At any time during monitoring, you can either initiate a Conference, invoke Whisper Coach, or 
exit from the Help mode. 

To initiate a Conference, press the 

 key on your set. The display shows CONFERENCE 

and Conference tone is sent to all parties in the call. You are now in Conference with the 
Agent and any other callers they are speaking to. Or, in the case of Whisper Coach, your 
conversation is with the Agent alone. 

Note: Split allows you to break the conference and redirect the call to another party. 

2.  To exit from Help or Conference modes, hang up your telephone. 

System Reporting Capabilities 

The MiVoice Business system is capable of producing many reports that can be used as 
management tools to study the effectiveness of the ACD operation. These reports may be 
presented in a variety of ways based on the software package used to generate them. 

The categories of reports that pertain to ACD are Real Time Events Records and Station 
Message Detail Recordings (SMDR). It is beyond the scope of this guide to discuss these reports 
in detail, but a brief description of them is included to summarize their intended use. 

Time Events Records 

Real Time Events Records are used to record the activity of the entire ACD operation, and are 
available from the System Administrator. These records are divided into two groups: Call Events 
and Group and Path Statistics Events. Call Events report on individual ACD Agent activity, while 
Group and Path Statistics Events provide a cumulative report on Group and Path status. 

Note: Real time events are not recorded for ACD Express Groups. 

Call Events 

As traditional and hot desk ACD Agent activities occur, a report is generated to show the 
following: 

  Work Timer Start Event: Indicates the start of the timer, for an agent’s set with Work Timer 

programmed. Work timers are given only for answering ACD 2000 calls. 

  Work Timer End Event: Signifies the end of the Agent’s Work Timer, for both normal timer 

expiration, and timer cancelled by Agent.