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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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