Mitel SX 200 DIGITAL Pabx General Descriptions Manual

							Programming 
Table 11-3 ACD Agent Groups Subform Fields 
Field 
4FTERWORK TIMER Meaning 
An optional field to give the agent a wrap-up time 
following ACD calls. Timer range is 0 seconds to 15 
minutes. Default is 0 (no delay time before the next 
call is presented at the set). Campons and callbacks 
do not take precedence over a waiting ACD call. 
Refer to paragraph 11.5 for additional information. 
DVERFLOW TIMER An optional field used to specify the maximum time 
a waiting ACD call remains in this group before 
overflowing. The overflow destination is defined in 
the ACD Path Form (Form 41).The value entered can 
range from zero seconds to 54 minutes. Default val: 
ue is 9 minutes. Refer to paragraph 11.6 for addi- 
tional information. 
-IRST STATUS 
THRESHOLD The range of this timer is 0 seconds to 54 minutes 
(MM:SS). The field defaults to 3 minutes. The time 
entered in this field must be less than the time spe- 
cified in the Second Status Threshold. Refer to para- 
graph 11.7 for additional information. 
SECOND STATUS 
THRESHOLD This timer range is 0 seconds to 54 minutes 
(MM:SS). The time specified must be greater than 
the time specified in the First Status Threshold field. 
The field defaults to 6 minutes. Refer to paragraph 
11.7 for additional information. 
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Afterwork Timer 11.5 In many ACD situations the Agent may require some time following 
an ACD call to complete papework before accepting the next call. This sub- 
form allows programming of a wrap-up time (After-work Timer). The After- 
work Timer prevents an ACD call from being presented to this set until the 
time specified has expired. 
Overflow Timer 11.6 The Overflow Timer is programmed for each agent group in the ACD 
system. It specifies how long an ACD call will wait in the queue for this group 
before being overflowed. Overflowed calls remain in this group’s queue, but 
are added to a queue for another agent group. This increases the chances of 
the call being delivered to an agent. The time selected in this form specifies 
the maximum time a call can wait to be answered before the call overflows. 
The default time is 9 minutes. 
If the system predicts that a call will remain unanswered before the time out 
period, the system ignores the specified timer and forces an immediate over- 
flow. The two conditions described below can cause this forced overflow: 
l If, for example, the agent group form specifies an overflow time of three 
minutes and no agents are logged on in this group, the system ignores the 
timer and forces an immediate overflow,to avoid an unnecessary delay to 
the caller. 
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l The second case of overflowing before the specified time out arises during 
an overloaded state. The system performs an algorithm for an overloaded 
condition each time a new caller arrives for an agent group or when the 
status of an agent changes. Either event causes an overflow if excess callers 
are waiting for the agent group. 
Threshold Timers 11.7 When an ACD call is initially routed to the agent group and there are 
no idle agents available, any appearance of the Queue Status indicator 
for 
this group reflects a call waiting in queue. This Queue Status indicator is driv- 
en by the Threshold timers assigned to this form. 
The First and Second Status Threshold timers provide a visual indication on all 
Queue Status keys of the current work load condition for this agent group. 
ACD KEYS TEMPLATE FORM 
11.8 The ACD Keys Template Form (Form 38) allows global programming 
for all SUPERSET telephones that require common ACD feature keys. Only 
ACD feature keys and speed dial numbers can be programmed in this form. 
Line appearances that have been assigned to SUPEf?SE~# keys take prece- 
dence over ACD feature keys when a position logs in. 
Nine SUPERSET telephone key templates are provided: three templates each 
for the Agents, the Supervisors and the Senior Supervisors. The key templates 
are defined using COS options that must be defined in the user’s COS. 
The template assigned to an Agent is portable to any SUPERSET telephone 
the agent logs in at. When the agent logs out, the previous template is re-- 
stored on the set. 
When selected during CDE, the ACD Keys Template form defaults to display 
the first Agent Keys template. The title line contains the type of template and 
the template number. 
AGENT KEYS TEMPLATE 
AGENT[ 1 KEY TYPE SPEED DIAL NUMBER PRIVATE 
02 Speed Dial 
03 Speed Dial 
04 Speed Dial 
05 Speed Dial 
06 Speed Dial 
07 Speed Dial 
08 Speed Dial 
09 Speed Dial 
10 Speed Dial 
11 Speed Dial 
12 Speed Dial 
Figure 114 Agent Keys Template (Form 38) 
Three fields on the Keys Template forms contain customer-defined data. 
Table 1 l-4 defines the contents of each field . 
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							. Programming 
Table 11-4 ACD Keys Template Fields 
Field 
POSITION Meaning 
Selectable field defining one of the following posi- 
tions: Agent, Supervisor, or Senior Supervisor. 
TEMPLATE NUMBER Selectable field containing one digit in the range 
of 1 through 3 indicating the number of the tem- 
plate being programmed. 
KEY A system generated field listing set key numbers in 
the range of 02 to 15. 
TYPE A programmable field defining the function of the 
set keys. Options vary depending on the template 
form as follows: 
Agent - Speed Dial, Make Busy and Queue Status. 
Supervisor -Speed Dial, Queue Status, Agent Sta- 
tus and Shift. 
Senior Supervisor-Speed Dial, Queue Status and 
Shift. 
SPEED DIAL NUMBER A programmable field used to save frequently 
dialed numbers. This field can also be used to pro- 
gram feature access codes. A maximum of 25 digits 
may be entered in this field. 
PRIVATE This field can only be accessed if the ‘Type’ field for 
that line is ‘Speed Dial’. 
A programmable field used to control the display 
of speed dial numbers on the set. When privacy is 
enabled the set does not display the speed call 
entry. If privacy is not requested, the speed dial 
entry appears on the set during dialing, or when a 
display key is requested. 
Page 1 of 1 
COS DEFINE 
11.9 The COS options shown in on the COS Define form in Figure 1 l-5 ap 
ply to the ACD feature. These ACD options are explained below. 
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COS DEFINE FORM 
[ cos: 1 ] OPTION . (DISPLAYING ENABLED) STATUS OPTION NUM 
Recording Failure to Hangup Timer 
SUPERSET -Auto Answer l-255 seconds 
SUPERSET - Headset Operation 
ACD - Agent Template ( O-3, O= disable > 
ACD - Supervisor Template ( O-3, O=disable ) 
ACD - Senior Supervisor Template ( O-3, 0 =disable ) 
ACD - Agent Always Auto-Answer 30 404 
ENABLED 600 
ENABLED 612 
0 650 
0 651 
0 652 
ENABLED 
653 
Figure 11-5 COS Define Form (Form 03) 
The COS options for ACD are described below in Table 11-5 . 
Field Meaning 
Recording Failure To 
Hangup Timer 
(COS Number 404) The values 1 - 255 are valid. Default is 30 seconds. 
Set this timer to a value greater than the MSG 
LENGTH of the recording groups whose members 
have this COS. Assigning this COS timer to a record- 
ing group ensures that, in the case of a RAD failure, 
the caller is not continuously connected to a re- 
cording. (Recommended value is 3 seconds greater 
than message length.) 
SUPERSET- Auto 
Answer 
(COS Number 600) Table il-5 COS Options Fields 
Set to ENABLED if the agent set is to be placed in 
Auto Answer mode immediately upon login. Set to 
DISABLED if agent is not using Auto Answer or if 
the agent is to manually place set in Auto Answer 
mode after login. 
Default is ENABLED. 
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							Programming 
Table 1 l-5 COS Options Fields 
(continued) 
Field Meaning 
SUPERSET- Headset Set to ENABLED if the agent’s SUPERSETtelephone 
Operation is to be used with a headset rather than a handset. 
(COS Number 612) Set to DISABLED if the telephone is to be used only 
with a handset. 
Default is ENABLED. 
ACD - Template 
(Agent, Supervisor, 
and Senior Supervi- 
sor) 
(COS Numbers 650 
through 652) Enter the template number of the appropriate ACD 
Keys Template Form. Three template configura- 
tions are available for each ACD position. By de- 
fault they are disabled, but appear in the enabled 
list. All three COS options are mutually exclusive. 
For example, if an Agent is selected, the Supervisor 
or Senior Supervisor templates cannot be selected 
from the same COS. 
ACD -Agent Always When enabled in the agent COS, this option causes 
Auto-Answer Auto-answer to be activated as soon as the agent 
(COS Number 653) logs on. Default is DISABLED. This option resides in 
the DISPLAYING DISABLED COS display until en- 
abled. 
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ACD SUPERVISORS 
11.10 The ACD Supervisors form shown in Figure 1 l-6 records the ID num- 
ber, name, and COS of each ACD Supervisor. System option 41, “Automatic 
Call Distribution” must be enabled before this, or any ACD related CDE form 
can be accessed. 
The Senior Supervisor’s flame is carried to the set when the supervisor logs 
on. The ID codes assigned in this form are used in the log on procedure and 
may also be used as an access code to call the user. 
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ACD SUPERVISOR FORM 
ACD SENIOR SUPERVISOR ID CODES NAME 
cos 
Figure 1 l-6 ACD Supervisor Form (Form 40) 
The ACD Supervisor form contains three programmable fields which must be 
defined by the customer. Table 1 l-6 defines each field. 
Table II-6 ACD Supervisor Form Fields 
Field 
ID Code 
Name 
cos 
Meaning 
A programmable field used to record Senior 
Supervisor identification numbers. Their IDS are 
used when logging on and as an access code to call 
the user. The IDS are 1-5 digit entries, and must not 
conflict with other access codes already assigned in 
the system. The form is sorted numerically by ID. 
An optional programmable field used to record the 
Supervisor’s name. This name appears on any 
SUPERSET telephone the user logs onto. 
A 2-digit field specifying the Class-Of- Service 
number of this Senior Supervisor. The range is 1 to 
50. 
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11 .ll Pressing the EXPAND softkey displays the subform shown in 
Figure 1 l-7 . This form lists all groups reporting to the supervisor. 
ACD SUPERVISOR SUBFORM 
This subform is sorted by SUPER ID. If the entry has no Supervisor assigned the 
field is sorted by Group number. When there is more than one group assigned 
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							Programming 
to the same supervisor, the entries reporting to the supervisor are sorted by 
group number. 
ACD SUPERVISOR SUBFORM 
GRPS OF 
SUPER ID SUPER NAME 
Figure 1 I-7 ACD Supervisor Subform (Subform 40) 
Table 11-7 defines the fields of the ACD Supervisor Subform. 
cos 
Table 1 l-7 ACD Supervisor Subform Fields 
Field 
Heading 
GRPS OF 
SUPER ID 
SUPER NAME 
cos Meaning 
A system generated field listing the senior 
supervisor’s name and ID. The name defaults to 
‘SENIOR’ if no name was programmed in the ACD 
Supervisor Form 
A programmable field used to define groups 
reporting to the senior supervisor. If the selected 
group reports directly to the Senior Supervisor, 
pressing the ENTER key causes the display NO 
SUPER to appear in the SUPER ID field. The 
remaining three fields are blank. 
A programmable field used to assign a supervisor 
to the agent group. 
An optional field of up to 10 characters. The entry 
cannot begin with * . 
A two digit field that specifies the Class-Of-Service 
number of this Supervisor. The range is 1 to 50. 
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ACD PATHS 
11 .I2 The ACD path is the major element of the ACD structure. Each path 
contains all the information necessary to carry an incoming call through the 
ACD system. Paths specify the resources used, the order in which the resources 
are encountered, and the timing of the steps through the path. Up to 99 
paths may be assigned in the system. Figure 11-8 contains the ACD Path 
form. 
ACD PATH 
[ ACD PATH: 
1 OPTIONS STATUS 
Access Code For This ACD Path 
Primary ACD Agent Group 
Delay for Ringback (MM:SS) 
Recording 1 : Start Time (MM:SS) 
Access Code 
Music Source Following 
Recording 2 : Start Time .(MM:SS) 
Access Code 
Music Source Following 
Recording 3 : Start Time (MM:SS) 
Access Code 
Music Source Following 
Recording 4 : Stat-t Time (MM:SS) 
Access Code 
Music Source Following 
Overflow 1 Agent Group 
Overflow 2 Agent Group 
Overflow 3 Agent Group 
Interflow Enabled 
lnterflow Timeout (MM:SS) 
Interflow Point Access Code (Default = DROP CALL 
Allow Overflow to Interflow Point Before Timeout 
Priority 
Service Time 
Figure 1 l-8 ACD Path Form (Form 41) 
Table 1 l-8 describes the fields on the ACD Path form. 
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							Programming 
Table 11-8 ACD Path Form Fields 
Field 
ACD Path Meaning 
Header field identifying the ACD path by name and 
number. 
ACD Path Number 
ACD Path Name Programmable field containing a one or two digit 
number in the range of 1 to 99. 
. 
Programmable field identifying the path by name. 
This field can not be accessed until the path has 
been assigned an access code and a primary agent 
group. The path name can be up to 8 characters 
and cannot begin with * . 
Access Code for this 
ACD Path Programmable field containing the access code for 
the path. This code can be used as a destination in 
the Non-Dial-In Trunks form (Form 14), and the 
Call Rerouting Table (Form 19). The access code can 
also be programmed as an interflow or overflow 
point in another path definition. 
A path access code can also be programmed as a 
call forwarding point for a SUPERSETtelephone or 
station. This allows the ACD system to tie in to 
existing routing schemes such as the DID trunk 
routing points. The connection checking between 
a device and ACD paths only prevents access to ACD 
paths. No device or tenant interconnection 
checking is performed between the caller and any 
recording, music or agent devices after the caller 
has entered a path. 
Primary ACD Agent 
Group A programmable field containing a one or two 
digit number’in the range of 1 to 50. This entry 
indicates which group first receives the ACD calls 
on this path. The agent group must be assigned in 
the ACD Agent Groups Form before it can be 
entered in this field. 
Delay For Ringback 
A programmable field specifying a timer value in 
the range of 0O:Ol to 54:O0. The default value is 3 
seconds (00:03). All other timers connected with 
the ACD functions start after the Delay for 
Ringback timer has expired. 
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Table 1143 ACD Path Form Fields 
(continued) 
Field 
Recording 1: Start 
Time Meaning 
A programmable field specifying when Recording I 
begins relative to when the caller enters the ACD 
system. This timer is initiated after the Delay For 
Ringback timer has expired. The range of the 
Recording 1 Start Time is 0O:OO to 54:O0. 
A 3-second minimum delay exists between 
recordings. During this time the caller listens to the 
system or alternate music source. 
Recording 1: Access 
code This programmable field is mandatory if a 
Recording Start Time has been specified.The access 
code entered in this field is defined in the Hunt 
Groups CDE form. The default value is no 
recordings. 
iecording 1: Music 
source Following A programmable field that directs the call to the 
ONS port supplying music following the recording. 
The default music source is the system music, if 
provided, or silence. The entry in this field cannot 
have keyline or multi-call line appearances. 
The music source is a permanently off-hook ONS 
port that connects the caller in a listen-only 
conference. An alternate music source must be 
either an FCC Part 68 and DOC approved Recorded 
Announcement Device which is connected to an 
ONS circuit, or to another source that is connected 
through an FCC Part 68 and DOC approved “voice 
coupler” or “voice connecting arrangement” to an 
ONS circuit. 
Recording 2 through The recording fields must be edited in sequence. 
4 For example, Recording 3 Start Time cannot be 
edited unless Recording 1 and Recording 2 are 
both assigned. 
Overflow 1 Agent 
Group A programmable field specifying the ID of the 
agent group that receives overflow calls. ACD calls 
that overflow to this group also retain their 
position for the Primary Agent Group. The default 
value for this field is no overflow. 
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