Mitel SX 200 DIGITAL Pabx General Descriptions Manual

							Configuring An ACD System
calls. The Planner identifies all major elements that must be addressed while
setting up the system.
Once the Path Planner has been completed to the ACD system designer’s satis-
faction, the information is transferred to the CDE forms for system program-
ming.
The CDE forms pertaining to the ACD 
LELEMARKEXR feature are described in
Section 11 of this practice. For a description of all system CDE forms, refer to
Customer Data Entry (CDE), Practice 9109-094-2 1 0-NA. Appendix B of this
i practice contains additional blank copies of the Path Planner. Figure 4-2
shows a blank Path Planner sheet. The following subsections describe the
fields on this sheet. Examples later in this section illustrate the use of a Path
Planner, and trace calls through completed Path Planners. Unless mentioned
otherwise, all fields on the Path Planner have corresponding fields on one of
the CDE forms used in programming the system.
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							ACD TELEMARKETER Application PackageACD TELEMARKETERTMPATH PLANNER
Purpose of this Path:
Path Service Level:
Recording 
1RAD: 
=Start: .
-.-
Name:1 Length:-:- 
(
Recording 2
RAD:Start: .
--
Name:
ILength:-:- ]
Recording 3
RAD:Start: .
-.-Name:
Length:- 
:-
Recording 4
RAD:Start: .
Name:Length:- 
:-3rd Overflow
Agent Group
INSTRUCTIONS:
l.Completea Path Plannerforeach path.
2. Caller can listen to 
RADs with the option of Music on Hold (MOH) or an alternate music source/recording between
the RADs. (RAD = Hunt Group Access Code).
3. 
Copythe appropriate Agent Group Number from the Agent Group Planner.
4. The Primary Agent Group must be programmed. The path has the option of three Overflow Groups and lnterflow out of
the Path. If next Overflow Group is not programmed the call either interflows out of the path or remains as is until the
call isanswered 
orthe caller hangs up.
5. Default Inter-flow Timeout is 54 minutes. The call interflows (if enabled) or dropswhen the timer expires or when prediction
indicates 
thatthe call will not be answered within the timer interval. tnterflow time startswhen the call enters the path.
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							Configuring An ACD System
Purpose of this
Path4.15
The Purpose of this Path field allows the designer to summarize in afew words the intention of this path. The information in this field is for in-
formation only and is not programmed on any form during CDE.
Name4.16The Name field contains a descriptive name identifying the function
of the path. This name appears in the ACD Path monitor displays, and on the
Agent’s 
SUPERSET telephone when the set is presented with a call. This al-
lows agents handling calls for more than one path to answer the caller with
an appropriate greeting.
During CDE, transfer this information from the Path Planner sheet to the ACD
Path field on the ACD Path form (Form 41).
Path Access Code4.17
The Path Access Code field identifies the path to the rest of the sys-
tem. The Path Access Code can be used as a destination in the Non-Dial-in
Trunks form, and the Call Rerouting Table. The access code can also be en-
tered in another path planner as an overflow or interflow point, and can be
programmed as a forwarding destination for a 
SUPERSEJ4 station.
During CDE, transfer the information in this field of the Path Planner sheet to
the Access Code for the “This ACD Path” field on the ACD Path form (Form
41).
Priority 
_4.18The Priority field sets the relative priority for all calls arriving on this
path. The priority remains with the call for its duration, regardless of theoverflow handling programmed for the path. Priorities range from I through
99, with 1 being highest.
During CDE, transfer this information from the Path Planner sheet to the
Priority field on the ACD Path form (Form 41).
Path Number4.19The Path Number field identifies the path number in the range 1
through 99. This number is used to sort the paths on the Path Summary dis-
play.
During CDE, transfer this information from the Path Planner sheet to the ACD
Path field on the ACD Path form (Form 41).
Delay to Answer4.20The Delay to Answer field contains the value of the Delay for 
Ring-
back timer. This value should be set high enough to ensure the caller hears
ringback from the CO or PABX before the agent answers. In some situations
caller confusion may arise if the agent answers the call before the caller hears
ringback. This field can be set to any value from I second through 54 minutes.
The system default is 3 seconds.
During CDE, transfer this information from the Path Planner sheet to the
Delay For 
Ringback field on the ACD Path form (Form 41).
Recording 14.21The Recording I box contains three fields to capture the parametersfor the first recording group.
Rad: The RAD field contains the access code of the RAD group containingRecording I. During CDE, transfer this information from the Path Planner
sheet to the Recording I : Access Code field on the ACD Path form (Form 41).
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							ACD TfLEMARKETfR Application PackageMOH or Ext #
Recording 2through 4
Queued Calls
Primary AgentGroup
Overflow Group
Exists
InterFlow
Inter-flow PointStart: The Start field specifies the time between the end of the Delay for 
Ring-
back timer and the start of the first recording. During CDE, transfer this infor-
mation from the Path Planner sheet to the Recording 1: Start Time field on
the ACD Path form (Form 41).
Name: The Name field specifies the name of the RAD Group for Recording 
1.
During CDE, transfer this information from the Path Planner sheet to the
Name field on the Hunt Group form.4.22
The MOH or Ext # field allows the designer to specify what callers
hear after Recording 1 is finished. The designer can give callers music on hold
(MOH) from the system music source, or an alternate music source from an
ONS port. Circle MOH to indicate music from the system music source, or enter
the ONS port directory number supplying the alternate music. 
If no music is
connected, the caller hears silence.
During CDE, if an alternate music source has been selected, transfer this infor-
mation from the Path Planner sheet to the Recording 1: Music Source Follow-
ing field on the ACD Path form (Form 41). If MOH has been selected, no CDE
action is required as the system connects to the default music source.
4.23Use the boxes labeled Recording 2 through 4 to specify the parame-
ters for the additional recordings supplied to the caller while waiting for an
agent. The MOH or Alternate fields can also be used to specify different mu-
sic sources following each recording.
During CDE, transfer the information from these fields as described under
Recording 1.4.24
The Queued Calls above each agent group block represent the calls
queued against the agent group. No information is required in this block and
there are no corresponding entries on CDE forms.4.25
Transfer the number from the Agent Group Planner of the Agent
Group designated as Primary for this path.
4.26 For the box labeled Overflow Group Exists, circle Yes if the first overflow
group is to be assigned to this path, or No if no overflow group is assigned. If
Yes was selected, repeat the planning steps above for each of the overflow
groups.4.27
Beside the box labeled Interflow, circle Yes if an interflow point is to
be assigned to this path. Circle No if no interflow is to be assigned.4.28
The Interflow Point # field specifies the access code for the interflow
device. This can be a listed directory number for a station, console, nightbell,
ACD path, station/set hunt group, UCD agent group, or system speedcall
number.
Select Drop (Y) if the system is to drop the call rather than allow the call tointerflow. If interflow is allowed for this path, enter the directory number of
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							Configuring An ACD System
During CDE, transfer this information from the Path Planner sheet to the 
In-
terflow Point Access Code field on the ACD Path form.Interflow iimeout
4.29The Interflow Timeout field specifies the waiting time for an ACD call
before the system routes the call to an interflow point outside the system. The
timer range is 1 second to 54 minutes.
During CDE, transfer this information from the Path Planner sheet to the 
In-
terflow Timeout field on the ACD Path form (Form 41).Allow 
Ovetflow to4.30The Allow Overflow to Interflow Point Before Timeout field specifies
Interflowwhether the system can force calls to the interflow point as soon as the sys-
tem determines that the call is unlikely to be answered, without waiting for
the 
inter-flow Timeout timer to expire.
During CDE, transfer this information from the Path Planner sheet to the Al-
low Overflow to Interflow Point Before Timeout field on the ACD Path form(Form41).
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							ACD TELEMARKETER Application Package
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							.5. ACD SET DESCRIPTION -GENERAL
5.1This section of the practice describes the ACD TELEMARKETERfea-
tures on SUPERSET telephones used by all ACD positions, and includes de-
scriptions of position 
login, headset operation, and line select keys.
Refer to the following sections for specific information about the sets used by
each ACD position:
l Section 6: ACD Agent Sets
l Section 7: ACD Supervisor Sets
l Section 8: ACD Senior Supervisor Sets
SUPERSET4TELEPHONES
5.2All ACD TELEMARKETER positions use SUPERSET telephones. The
three ACD positions; Agent, Supervisor, and Senior Supervisor perform specif-
ic duties during ACD operation and, to assist them, each set is assigned special
feature keys during Customer Data Entry (CDE).
lFigure 5-l shows the SUPERSET 4 telephone. The function of any or all of
the following 
SUPERSET keys and displays may change after an ACD posi-
tion logs in to the system:
l Line select/speed call buttons
l Line status displaysl 
Softkeys softkeys and softkey prompts
Some ACD positions also provide reports in the main display,
For details on these feature keys and displays, turn to the section of this prac-
tice that covers the specific ACD position.
.
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							ACD TELEMARKETER Application PackageLine Status
indicators
Line
Select
KeysFigure 5-l 
SUPERSET 4 Telephone
POSITION LOGINILOGOUT
5.3The ACD Agents and Supervisors are completely mobile with the Mite1ACD TELEMARKETER package. All ACD positions are linked to software, not
hardware, so the system recognizes a login from any SUPERSET telephone
within the PBX, and immediately transforms the set to the users’ prepro-
grammed specifications. The following topics discuss the 
login conditions,
the changes that occur to the set on 
login, and the logout procedure.Conditions
5.4The following conditions must be met before an ACD position can
login.
l The position must not be logged in already.
lThe position must be logging in to a SUPERSET telephone.
lThe position must have an ACD template enabled in its Class of Service
(COS).
eThe SUPERSET telephone must have no appearances of its prime line any-
where in the system.
Login
.
5.5To login, the position dials an access code followed by the ID number
assigned through CDE. The system interprets the 
login ID to determine the
level of the position (Senior Supervisor, Supervisor, or Agent), the COS as-
signed to the individual, the 
login name, and the group. When a position
logs in, the following changes take place at the set:
l The set’s name is replaced by the name assigned to the position in CDE.620 5-2
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							ACD Set Description -General
lThe set’s COS is replaced by the position’s COS.
lThe speedcall and feature keys on the set are replaced by the speedcall and
feature keys of the position template.
lThe set has two access codes attached to it - the set access code and the
position ID code.The following are unaffected by the position 
login:l forwarding,
. DND,
lmessages (left or received by the set),
l redial,
l reminders, and
l callbacks.
Once a position has logged in, the name and speedcall keys cannot be pro-
grammed at the set.
Logout5.6To logout, the agent dials the login/logout access code. To login to
another group, the agent dials the access code again followed by the ID num-
ber for the second group. Except for agents on an ACD call, a position may
logout at any time, even with a soft hold. If an agent on an ACD call attempts
to 
logout, the agent receives reorder tone.HEADSET OPERATION
5.7All SUPERSET telephones are headset compatible. COS Option num-
ber 612 must be enabled in the user’s COS prior to operation. The telephone
handset should remain 
offhook when headsets are in use.LINE SELECT KEYS
5.8Figure 5-l shows the line select keys that are programmed to provide
the required features. When assigning ACD features to line select keys on
SUPERSET telephones, assign each feature to the same key on all sets. All
Agent sets, for example, can be programmed with the Make Busy key on key
15. This ensures that feature key and set line key locations do not conflict.
When a position logs in, any line keys programmed for the set override con-
flicting speedcall and feature keys in the position’s template. For each key,
the LCD status shows the line status. Pressing 
the.key button always operates
the line key.
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							ACD T.ELEMARKETER Application Package
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