Mitel Sx 100, Sx 200 Superswitch Volume V Instructions Manual

Automatic Call Distribution 
4. PROGRAMMING EXAMPLE 
General 
4.01 This data must be entered into the system from the console 
before recorded announcements can be used. Guidelines which 
apply to all recorded announcements are listed below. 
- All RACs and RADs within one Recording Group must hold the 
same message. 
- The length of the message in a recording group must be speci- 
fied; it must not exceed 8 seconds if the group includes a RAC, 
but can be up to 99 seconds if the group contains only...

SECTION MITL91 OW911 O-096-222-NA 
(b) Specify equipment numbers for equipped RADs into system; 
refer to RAWRAD Programming form (refer to Figure 4-2). 
Dial ~230 
Dial RAD port equipment number 
Dial *to proceed to equipment number of next RAD 
Dial RAD port equipment number 
Repeat above two steps for further RAD port assignments 
Press RELEASE when complete. 
(c) Specify equipment numbers for equipped RACs into system; 
refer to RAWRAD Programming form (refer to Figure 4-2). 
-Dial ~23 1 
Dial...

Automatic Call Distribution 
Transfer the following data from the HUNT GROUPS 
AGENT/RECORDING GROUPS form (refer to Figure 4-l) to the 
RAC/RAD PROGRAMMING form (refer to Figure 4-2): 
- Agent equipment numbers 
- Hunt groups and access codes for each Agent group 
- Equipment numbers for each equipped RAC 
- Hunt groups and access codes for each RAC recording 
group 
- Equipment numbers for each equipped RAD 
- Hunt groups and access codes for each RAD recording 
group. 
(g) Specify time durations onto...

SECTION MITL9105/911 O-096-222-NA 
tion may be the Supervisor, one specific extension, an agent 
group, a hunt group, or return to this group. 
(I) Enter MlTA/overflow per Agent group. 
Dial ~246 
Dial Agent group access code 
Dial MlTA time entered on RAWRAD Programming Form (000 - 
255 seconds) 
Dial overflow access code (for agent/recording group supervisor) 
Press RELEASE when complete. 
(m) Review current MTTA and overflow code. 
Dial ~246 
Dial agent group access code 
Dial # 
Press RELEASE when...

Automatic Call Distribution 
Figure 4-l Hunt Groups Agent/Recording Groups Programming Form 
Page 17  

SECTION MITL9105/911 O-096-222~NA 
Work 
I 
Agent Group - g;cg, L 
Access Code J 2’ 
E: AxL 
NOTES 
If call is not answered within 
total MlTA time, it will be 
routed to the OVERFLOW 
destination. 
The MlTA must be greater than 
the sum of all Message 
Lengths and Music on Hold 
Durations. Recording Device 1 
+ Recording Group 
Access Code 
Equipment Number 
5 
Equipment Number 5: 
Message Length 
MOH Duration A 
Recording Device 2 
I 
Recording Group -4 
Access Code 
2232 
Equipment Number 
Equipment...

Automatic Call Distribution 
5. SUPERVISOR FORMS 
General 
5.01 
When setting up or changing ACD functions and assignments, 
the Supervisor should maintain up-to-date and accurate re- 
cords about the system. The following forms may be used for this 
purpose. 
FORM ACD-1 TRUNK GROUP/AGENT GROUP ASSIGNMENT 
MODE DAY SERVICE AGENT GROUP 
OF NIGHT 1 SERVICE 
ACCESS CODE 
SERVICE NIGHT 2 SERVICE 
DESCRIPTION 
MODE DAY SERVICE 
AGENT GROUP 
OF NIGHT 1 SERVICE 
ACCESS CODE 
SERVICE NIGHT 2 SERVICE 
DESCRIPTION...

SECTION MITL9105/911 O-096-222-NA 
NOTES: 
If call is not answered within 
total MTTA time, it will be 
routed to the OVERFLOW 
destination. 
The MTTA must be greater than 
the sum of all Message 
Lengths and Music on Hold 
Durations. 
7 
,Recording Device 1 
Recording Group 
Access Code 
Equipment Number 
Equipment Number 
Message Length 
MOH Duration 
lecording Device 2 
Recording Group 
Access Code 
Equipment Number 
Equipment Number 
Message Length 
MOH Duration 
Recording Group 
Access Code...

Automatic Call Distribution 
NOTES: 
If call is not answered within 
total MTTA time, it will be 
routed to the OVERFLOW 
destination. 
The MTTA must be greater than 
the sum of all Message 
Lengths and Music on Hold 
Durations. 
t 
I Recordina Device 1 
R lecording Device 2  Recording Group 
Access Code 
Equipment Number 
Equipment Number 
Message Length 
MOH Duration 
Recording Group 
Access Code 
Equipment Number 
Equipment Number 
Message Length 
MOH Duration 
- 
Recording Device 3 
4 
Recording...

SECTION MITL9105/911 O-096-222-NA 
Work 
Time 
Agent Group - (O-99) - 
Time 
Access Code - 
Delay - 
t 
NOTES: 
If call is not answered within 
total MTTA time, it will be 
routed to the OVERFLOW 
destination. 
The MTTA must be greater than 
the sum of all Message 
Lengths and Music on Hold 
Durations. Recording Device 1 
b Recording Group 
Access Code 
Equipment Number 
Equipment Number 
Message Length 
MOH Duration 
Recording Device 2 
I 
Recording Group 
Access Code 
Equipment Number 
Equipment Number...