Mitel SX 200 DIGITAL Pabx General Descriptions Manual

							ACD Monitors 
Table IO-28 Terms Used In Agent Programmed Data Display 
Term Meaning 
Group Name The group’s name as programmed in CDE. 
Group Num The group’s number as programmed in CDE. 
Super Name The name of the agent’s supervisor. 
The ID of the agent’s supervisor. 
Sen’r Name 
Sen’r ID 
Agent CO5 The name of the agent’s senior supervisor. 
The ID of the agent’s senior supervisor. 
The Class of Service assigned to the agent. When 
this agent iogs in, this COS is transferred to the set, 
overwriting the set’s existing COS. 
Page 1 of 1 
Agent Statistics 10.29 The Agent Statistics display shown in figure IO-13 provides a summa- 
ry of agent performance statistics collected over the past hour. 
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							ACD ~fLEMARKETfR Application Package 
15: 53 23-APR-89 AGENT STATISTICS MITEL ACD TELEMARKETER 
AGENT DATA 
GROUP NAME : NEWSROOM 
GROUP NUM : 33 LAST HOUR SHIFT TOTAL 
LOGIN TIME : 08:27 
LOGIN DATE : 23-APR-89 
SHIFT DUR : 07:36 
AGENT 3250 LIKOUDIS J  READY- : 15 00:56 
MAKE BUSY 2 00:47 
OUTGOING : - : 
ON non ACD : - :  ANS by ACT : 13 02:21 ANS by 
ACT 49 1:46 
l- 1 2- ) 3- p- 1 5- CANCEL 
5- 
I 7- PRINT ) 8-PREVIOUS 1 g-NEXT 1 0- RETURN 
Figure 10-l 3 Agent Statistics Display 
Table lo-29 describes the softkeys presented with the Agent Statistics display. 
Table 1 O-30 defines the fields on the display. 
Table IO-29 Agent Statistics Form Softkey Labels 
Softkey Label 
CANCEL Function 
Returns the user to the System level. Refer to para- 
graph 10.11 for details. - 
PRINT Prints this form to the printer used for the ACD 
Monitor print. 
PREVIOUS Displays the statistics for the previous agent, sorted 
by group number and agent ID. The softkey only 
appears when there is a preceding agent. 
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							ACD Monitors 
Table IO-29 Agent Statrstics Form Softkey Labels 
(continued) 
I 
Softkey Label 
I Function 
NEXT 
RETURN Displays the statistics for the next agent, sorted by 
group number and agent ID. The softkey only ap- 
pears when there is an additional agent. 
The RETU:RN key (either hardkey or softkey) returns 
the user to the AGENT SUMMARY form described in 
paragraph 10.26 
I Page 2 of 2 
Table IO-30 Terms Used In Agent Statistics Display 
Term 
Agent Data 
Group Name 
Group Num 
Login Time 
Login Date 
Shift Dur 
Last Hour 
Ans By Agt Meaning 
The group’s name as programmed in CDE. 
The group’s number, as programmed in CDE. 
The time the agent logged into ACD. 
The date the agent logged into ACD. 
The duration of the agent’s shift since login. 
Ready 
Make Busy 
Outgoing 
On Non ACD The number and average duration of incoming 
ACD calls answered by the agent. 
The number oftimes the agent became ready to 
receive an ACD call, and the average duration of 
each ready interval. 
The number of times the agent was in Make Busy 
and the average time spent in the Make Busy state 
over the past hour. 
The number of external outgoing calls placed by 
the agent, and the average duration of these calls. 
The number of non-ACD calls handled by the 
agent. Includes both incoming and outgoing exter- 
nal calls, and all internal calls. 
Page 1 of 2 
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							ACB TELEMARKETER Application Package 
Table IO-30 Terms Used In Agent Statistics Display 
(continued) 
Shift Total 
Ans By Agt The number and average duration of incoming 
ACD calls answered by the agent since login. 
Page 2 of 2 
Agent Activity 10.30 The Agent Activity form shown in Figure lo-14 provides a continu- 
ously updated display of ACD information for the agent, plus status for the 
agent’s set and the current call. 
15: 53 23-APR-89 AGENT ACTIVITY MITEL ACD TELEMARKETER 
GROUP’ NAME : NEWSROOM 
GROUP NUM : 33 
SET EXT : 1250 
SET LOC’N : 1250 SET STATE : idle 
CALL TYPE : 2 party 
DND : yes 
AUTO ANSWR: no 
ENGLISH 
: yes 
AGENT 
3250 LIKOUDIS J ACD STATE 
MAKE BUSY 
ON ACD 
TlMEonACD 
ACD ONHOLD 
CALLER 
ORIG PATH 
PRIME GRP acd 
: yes 00:20 
: yes 
: 03:03 
: yes 
: T 32 
: 5400 
: yes 
l- 2- 3- 4- 5- CANCEL 
6- 7- B- PREVIOUS 9- NEXT 0- RETURN 
Figure 10-14 Agent Activity Display 
Table 10-31 describes the softkeys presented with the Agent Activity display. 
Table 10-32 defines the fields on the display. 
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							ACD Monitors 
Table IO-31 Agent Activity Form Softkey Labels 
Softkey Label 
CANCEL 
PREVIOUS 
NEXT 
RETURN Function 
Returns the user to the System level. Refer to para- 
graph 10.11 for details. 
Displays the statistics for the previous agent, sorted 
by group number and agent ID. The softkey only 
appears when there is a preceding agent. 
Displays the statistics for the next agent, sorted by 
group number and agent ID. The softkey only ap- 
pears when there is an additional agent. 
The RETURN key (either hardkey or softkey) returns 
the user to the Agent Summary form described in 
paragraph 10.26 . 
Page 1 of 1 
Table IO-32 Terms Used In Agent Activity Display 
Term 
Group Name Meaning 
The group’s eight character name as programmed 
in CDE. 
Group Num 
Set Ext The group’s number, as programmed in CDE. 
The extension number of the SUPERSETtelephone 
where the agent is logged in. 
Set Loc’n The physical location (bay, slot, circuit, and sub cir- 
cuit) of the SUPERSETtelephone where the agent is 
logged in. 
Set State The software state of the set where the agents 
logged in. The state will be one of the following; 
busy busyout campon 
dialing dnd held 
idle intoACD 
locked 
talking 
paging reorder 
ringbak ringing select 
suspend 
Call Type The type of call the agent is on, either two-party or 
conference. 
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							ACD TELEMARKETER Application Package 
Table IO-32 Terms Used In Agent Actrvtty Dtsplay 
(continued) 
Term . Meaning 
DND Indicates that the agent’s set is in Do Not Disturb 
mode. 
4uto Answr Indicates that the set will automatically answer 
ACD calls to the set without agent intervention. 
English indicates the language of the set; English or 
French. 
4CD State indicates the type of activity the agent is involved 
in from the following list: 
Make Busy acd -on an ACD call 
dnd -the agent’s set has Do Not Disturb active 
help -the agent has requested help. 
hold -agent has an ACD caller on hold 
makeb -agent has entered the make busy state 
nonACD - agent is on a non-ACD call 
outgo -agent is on an outgoing external call 
W - agent ready to accept an ACD call 
Indicates whether the agent is in a Make Busy state. 
On ACD 
Time On ACD 
4CD On Hold 
Caller 
Orig Path The agent is on an ACD call. 
The duration of the current call. 
The agent has an ACD caller on hard hold. 
The trunk number or extension access code of the 
caller waiting for the agent group. Note that callers 
waiting for a group may not have originated on 
this path. 
Indicates the path access code where this call origi- 
nated. 
Drime Grp Indicates whether this agent’s group is the prime 
group of the caller’s path. 
Page 2 of 2 . 
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							11. PROGRAMMING 
GENERAL 
11.1 Customer Data Entry for the ACD TELEMARKETER applications pack- 
age involves specifying the routing of incoming ACD calls by entering data 
into a network of programming forms. Information in the forms is linked 
through a series of indexes and pointers. The forms which make up the ACD 
network are: 
0 System Options (Form 04) 
l .ACD Agent Groups (Form 39) 
l Agent Group Subform (Subform of 39) 
0 ACD Keys Template (Form 38) 
0 COS Define (Form 03) 
0 ACD Supervisors (Form 40) 
0 ACD Paths (Form 41) 
0 Hunt Groups (Form 17) 
SYSTEM OPTIONS FORM 
11.2 Figure 1 l-l shows a portion of the System Options form containing the 
options related to the ACD TELEMARKEXR feature package. Options are 
changed by editing the Status field. 
SYSTEM OPTIONS FORM 
System Options (Displaying ENABLED Fields) STATUS OPTION NUM 
Automatic Call Distribution Enabled 
ACD Silent Monitoring Enabled 
ACD Silent Monitoring Beeps Enabled 
ACD Reports Enabled * 41 
42 
43 
44 
Figure 1 l-l System Options Form (Form 04) 
Four fields on the System Options form control operation of the 
ACD TELEMARKETER feature. Table 1 l-l defines the function of each field. 
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							ACD TELEMARKETER Application Package 
Table 1 l-l System Option Form Fields 
Option Function 
AUTOMATIC CALL 
DISTRIBUTION 
(Option 41) Setting this option to ENABLED allows access to the 
programming forms related to ACD. 
ACD SILENT ’ Setting this option to ENABLED allows a supervisor 
MONITORING 
(Option 42) to monitor ACD calls by dialing a programmed fea- 
ture access code. 
ACD SILENT Set this option to ENABLED if agents are to be noti- 
MONITORING BEEPS 
(Option 43) fied when monitoring is in progress. 
ACD REPORTS 
(Option 44) Setting this option to ENABLED changes the format 
of the SMDR records to that required by the ACD 
TELEMARKETER Reporting Package. For additional 
information refer to Practice 9109-094-221-NA, 
Station Message Detail Recording (SMDR). 
Page 1 of 1 
System Option 41 (Automatic Call Distribution)‘must be set to ENABLED be- 
fore programming the remaining CDE forms related to ACD. 
11.3 Figure 11-2 shows a blank ACD Agent Groups Form (Form 39). All 
Agents must be a member of an ACD Agent Group. The system accommodates 
a maximum of 50 ACD Agent Groups. Each group must contain a minimum of 
one Agent. The maximum number of agents per group is 50. The ACD system 
supports 100 agents logged in at the same time. 
The ACD system allows CDE programming of 999 ACD positions in any combi- 
nation of Agents, Supervisors, and Senior Supervisors. 
The agent information entered on this form is the agent name, agent ID, and 
COS. The agent ID is a l-to S+$git access code that allows the agent to log 
onto the ACD system. Entries in the Agent Group form are sorted by this ID 
number. The ID is associated with an agent, not a particular extension, so any 
SUPERSET telephone the agent uses reflects that agent’s name and ID. 
The ordering of agents on the form has no effect upon the agent selection 
algorithm. For a description of this selection, see Longest Idle Agent in Sec- 
tion 3. 
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							Programming 
ACD AGENT GROUPS FORM 
[ ACD GRP. 
I AGENT ID AGENT NAME co5 
Figure 1 l-2 ACD Agent Groups Form (Form 39) 
The fields on the ACD Agent Group form contain customer-defined data. 
Table 11-2 defines the contents of each field . 
Table 11-2 ACD Agent Group Fields 
Field 
ACD GRP 
ACD GROUP NUMBER 
ACD GROUP NAME 
AGENT ID Meaning 
A field containing the group number and the 
group name. 
A programmable field containing a l-or 2-digit 
number in the range 1 through 50 that identifies an 
ACD group. 
An optional field that allows the customerto assign 
a name to the agent group. A maximum of eight 
characters may be entered.The agent group must 
contain at least one member before the ACD GRP 
NAME softkey is presented. 
A programmable field of up to five digits for as- 
signing an identification number to an ACD agent. 
This access code must not conflict with any other 
access code in the database. An ID number can exist 
in only one Agent Group. Agents requiring access 
to more than one Group must be given a different 
ID for each group. Entries on the ACD Agent 
Groups form are sorted numerically by Agent ID. 
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							ACD TELEMARKETER Application Package 
Table 1 l-2 ACD Agent Group Fields 
(continued) 
Field 
AGENT NAME Meaning 
An optional field that assigns a name to an agent 
ID. The agent name is carried to the set where the 
agent logs on. The name may be up to 10 charac- 
ters, but can not begin with * . 
cos A 2-digit field specifying the Class-Of-Service 
number of this agent. Range is 1 to 50. 
Page 2 of 2 
AGENT GROUPS SUBFORM 
11.4 The Agent Groups subform (Subform 39) shown in Figure 1 l-3 is ac- 
cessed through the OPTIONS key. This form can be accessed only if there is at 
least one agent in the agent group. Entries are changed by editing the status 
column. The purpose of each of the fields is described in Table 1 l-3 . 
ACD AGENT GROUPS SUBFORM 
[ ACD GRP. 
I OPTIONS STATUS 
Afterwork Timer (MM:SS) 
Overflow Timer (MM:SS) 
First Status Threshold (MM:SS) 
Second Status Threshold (MM:SS) 
Figure 11-3 ACD Agent Groups Subform (Subform 39) 
Four fields on the ACD Agent Group subform contain customer-defined data. 
The contents of each field is defined in Table 1 l-3 . 
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