Mitel Sx 100, Sx 200 Superswitch Volume V Instructions Manual

							MITEL STANDARD PRACTICE SECTION MITL91 OW911 O-096-005-NA 
Issue 1, December 1987 
sx-100”/sx-200” 
SUPERSWITCH” 
PRIVATE AUTOMATIC BRANCH EXCHANGE (PABX) 
DOCUMENTATION INDEX 
1. GENERAL 
1 .Ol This Section lists MITEL Standard Practices which have been 
issued pertaining to the SX-IOO@/SX-200@ Systems. 
2. DOCUMENTATION INDEX 
2.01 The complete set of Practices are contained in five volumes as 
listed in Table 2-l. Volume I basically covers the description 
and operation of the Systems. Volume II is concerned with the installa- 
tion aspects of the systems. All installation forms are located in Vol- 
ume Ill. All troubleshooting information is contained in Volume IV. 
Volume V describes Automatic Call Distribution and Associated Modem 
Line Feature. 
@Copyright 1987, MITEL Corporation. All rights reserved. 
BRegistered Trademark of MITEL Corporation 
T”Trademark of MITEL Corporation Page 1  
						

							SECTION MITL9105/911 O-096-005-NA 
TABLE 2-l 
PRACTICE INDEX 
VOLUME I 
Section No. Title 
MITL91 OW911 O-096-OOO-NA Documentation Index 
MITLS 105/9 11 O-096- 1 00-NA General Description 
MITL9105/91 lo-096-105-NA Features Description 
MITLS 105/9 11 O-096- 106-NA SUPERSET 3TM Set 
MITL9105/91 lo-096-107-NA SUPERSET 4@ Set 
MITLS 105/9 11 O-096- 150-NA Ordering Information 
MITL9105/91 lo-096-180-NA Engineering Information 
MITL9105/91 lo-096-212-NA Multi-Digit Toll Control 
MITL9105/91 lo-096-213-NA . Automatic Route Selection 
MITLS 105/9 11 O-096-220-NA Abbreviated Dialing 
MITLS 105/9 11 O-096-223-NA Uniform Call Distribution 
MITLS 105/9 11 O-096-224-NA Recorded Announcements 
MlTL9105/911 O-096-226-MA Automatic Number Identification 
MITLS 105/9 11 o-096-3 15-NA Console Description 
MITL9105/911 O-096-450-NA Traffic Measurement 
MITL9105/91 lo-096-451-NA Station Message Detail Recording 
MITL9105/911 O-096~500-NA General Maintenance Information 
VOLUME II 
Section No. 
MITL9105/911 O-096-OOO-NA 
MITL9105/9 11 O-096-200-NA 
MITL9105/9 11 o-096-21 0-NA 
MITLS 105/9 11 o-096-2 15-NA 
Title 
Documentation Index 
Shipping, Receiving and Installation 
System Programming 
System Test Procedures 
VOLUME Ill 
Section No. Title 
Installation Forms 
VOLUME IV 
Section No. 
MITL9105/9 11 O-096-350-NA 
Title 
Troubleshooting 
VOLUME V 
Section No. Title 
MITL9105/9 11 O-096-005-NA Documentation Index 
MITL9105/911 O-096-222-NA Generic 217 Automatic Call Distribution 
MITL9105/9 11 O-096-224-NA Recorded Announcements 
MITL9105/911 O-096-227-NA Associated Modem Line Feature 
Page 2  
						

							MITEL STANDARD PRACTICE SECTION MITL91 OS/91 1 O-096-222-NA 
Issue 6, November 1987 
sx-100”/sx-200” 
SUPERSWITCH” 
AUTOMATIC CALL DISTRIBUTION 
@Copyright 1987, MITEL Corporation. All rights reserved. 
l”Trademark of MITEL Corporation 
@Registered Trademark of MITEL Corporation  
						

							SECTION MITL9105/911 O-096-222-NA 
NOTICE 
The information contained in this document is believed to be accurate in all respects but is 
not warranted by Mite1 Corporation (MITEL). The information is subject to change without 
notice and should not be construed in any way as a commitment by Mite1 or any of its 
affiliates or subsidiaries. Mite1 and its affiliates and subsidiaries assume no responsibility 
for any errors or omissions in this document. Revisions of this document or new editions of 
it may be issued to incorporate such changes. 
ii  
						

							Automatic Call Distribution 
CONTENTS PAGE 
1. INTRODUCTION 
General . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 
Reason for Reissue . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 
2. ACD SYSTEM FEATURES 
General Description .................................... 3 
.* Agent Groups ........................................ 3 
Agents .............................................. 3 
Supervisor ............................................ 4 
Recorded Announcements. ............................... 5 
Incoming Trunks ...................................... 6 
3. ACD PROGRAMMING AND ASSIGNMENTS 
Enabling ACD ......................................... 7 
Standard Programming .................................. 7 
HuntGroups ......................................... 8 
Agent Groups ........................................ 8 
Supervisor Functions ................................... 8 
To Specify Maximum MlTA and Overflow Code ............... 8 
. 
To Display Current MTTA and Overflow Code ................. 9 
To Specify After-call Work Time .......................... 9 
To Specify Recordings and Delay Times ...... 1 .............. 9 
To Review Recording and Delay Time Assignments ........... 10 
To Delete All Data Associated With an Agent Group ........... 10 
To Examine Current Status of an Agent Group ............... 10 
Override/Monitor ................. 
) ................... ‘11 
4. PROGRAMMING EXAMPLE 
General . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13 
5. SUPERVISOR FORMS 
General . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19 
LIST OF ILLUSTRATIONS 
FIGURE TITLE PAGE 
4-l 
4-2 Hunt Groups Agent/Recording Groups 
Programming Form . . . . . . . . . . . . . . . . . . . . . . . . . . . 17 
RACYRAD Programming Form . . . . . . . . . . . . . . . . . . . 18 
. . . 
III  
						

							Automatic Call Distribution 
1. INTRODUCTION 
General 
1.01 Automatic Call Distribution (ACD) is a feature within the 
SX-7OO@/SX-ZOO@ Private Automatic Branch Exchange (PABX) 
that switches a large volume of similar incoming trunk traffic directly 
to a selected group of extensions (Agents), distributing the calls equi- 
tably among the Agents. Typical examples include: a telephone order 
desk for a department store, a customer service department of a 
telephone, utility, or cable TV company, or an airline reservations of- 
fice. When there are more incoming calls than available Agents, ACD 
provides a recording to advise that all Agents are busy, and that an 
Agent will answer the call as soon as possible. ACD connects the 
caller who has been waiting the longest time to the first Agent who 
becomes available. One trunk group, usually incoming long distance, 
may be given priority when being assigned to an Agent. In addition to 
the ACD operation, other telephones within the system that have not 
been assigned as an ACD agent extension, will have regular PABX 
software package features. 
Reason for Reissue 
1.02 This Section has been reissued to describe the Automatic Call 
Distribution feature of the SX-?OO/SX-200 PABX. 
Page 1