Mitel SX 200 DIGITAL Pabx General Descriptions Manual

							Programming Error Messages 
Table A-l Programming Error Messages 
(continued) 
Error Message 
The access code XXXX is already assigned. Meaning 
In the Paths form the error is: 
The access code entered for this ACD Path is al- 
ready assigned elsewhere in the database. 
In the Supervisor form the error is: 
The ID code which has been inserted into the 
main form or the subform already exists in the 
database. (It could exist as another supervisor, 
senior supervisor, agent, or any other device.) 
In the subform this error occurs if the user speci- 
fied a different name or COS than was previously 
entered for this supervisor. 
The agent group XX does not exist The specified agent group does not exist in the 
data base 
The maximum ACD positions allowed are already The maximum number of ACD positions is 1000, 
assigned which includes all position types. 
The value XX is outside valid range for ACD agent The given value is outside the valid range. 
group (l-50) 
XXXXX is an ACD agent ID 
KXXXX is an ACD supervisor The specified supervisor id from FIND SUPER isan 
ACD agent. 
The user has entered a supervisor ID for FIND 
AGENT. 
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							B. PLANNER SHEETS 
B.l This appendix contains additional blank copies of the Agent Group 
Planner and the Path Planner sheets. Each sheet contains instructions on its 
use. Turn to Section 4 of this practice for additional information on configur- 
ing an ACD system. 
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							AGENT GROUP PLANNER 
ACD TELEMARKETERTM 
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0 2 
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0 
2 INSTRIJCFIONS 
Use this planner as an aid In distributrng the work-load of the agent groups. Complete thts form before the Path Plan- 
ner. Oncecompleted, transferthe Agent Group Numbertothe appropriate group (Primary, lst, 2nd. or 3rd) on Line 3 
of the Path Planner. 
l.Overflowt~merdefauIt is9 minutes(maximum 54min~1tes).This1sthemaximumtimeacall can bequeuedonthegroup 
beforeoverflowmg. Prediction may allowthe overflow before thetimerexpires. lstthreshold default is3 minutes 
(maxrmum 54minutes),2ndthresholddefault1s6minutes(maximum 54minutes).Theseareindrcationsfortheagents 
(queue status) of how long the calls have been waiting to be answered. Afterwork timer default is 0 mrnutes (maxl- 
mum 15 mmutes).This istheamountoftimeanagent hasaftercompletingacall before receivingthe nextcall. 
2. Use thus box to indicate how many paths the Agent Group is mvolved in. (P = primary, 1 = 1st. overflow group, 2 = 2nd 
overflow aroup, 3 = 3rd overflow group). Transferthe Agent Group Numberto the Path Planner(one for each Path indr- 
cated tn t
						

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							AGENT GROUP PLANNER 
ACD TELEMARKETERTM 
INSTRUCTIONS 
Use this planner as an ard In distributing the work-load ofthe agent groups. Complete this form before the Path Plan- 
ner. Once completed, transferthe Agent Group Numbertothe approprrate group (Primary, 1st. 2nd. or 3rd) on Line 3 
ofthePath Planner. 
1. Overflowtimerdefault IS 9 minutes(maximum 54 minutes).This isthe maximum time a call can be queued on thegroup 
beforeoverflowing.Predrction mayallowtheoverflowbeforethetimerexprres. lstthresholddefaultis3 mmutes 
(maxtmum 54m1nutes),2ndthresholddefauIt1~6 minutes(maximum 54mmutes).Theseareindrcatronsfortheagents 
(queue status)of how long the calls have been waiting to be answered. Afterwork trmerdefault is 0 minutes (maxt- 
mum 15 minutes).Thrs tsthe amount of time an agent hasafter completrng a call before recerving the next call. 
2. Use this boxto indrcate how many pathsthe Agent Group is involved In. (P = primary, 1 = 1st. overflow group, 2 = 2nd 
overflow qroup, 3 = 3rd overflow group). Transferthe Agent Group Numberto the Path Planner(one for each Path tndt- 
cated In the box). 
0 1 
0 2 Agent Group #: Agent Group #: Agent Group #: 
Agent Group #: 
Name: Name: Name: Name: 
OverflowTime- : - 
1stThreshold - : - 
ZndThreshold - : - 
After Work I : - OverflowTime, : - 
IstThreshold- : - 
ZndThreshold- : - 
After Work - : - OverflowTimp : - 
lstThreshold- : - 
ZndThreshold- : - 
After Work - : - 
Paths using this group: OverflowTimL : - 
IstThreshold- : - 
ZndThreshold- : - 
AfterWork- : - 
Paths using this group: 
;:rf;o;C  Path # /  Paths usmg this group: 
Path# / K;y;o;# 
Agent Group #: 
-r-r Name: 
-7 AgentGroup #:  Agent Group #: 
Name: 
OverflowTime, : - 
lstThreshold- : - 
ZndThreshold- : : 
After Work * 
-.- 
Paths using thisgroup:  Agent Group #: 
Name: 
OverflowTime- : - OverflowTime, : - 
IstThreshold - : - IstThreshold- : - 
2ndThreshold - : - ZndThreshold- : - 
After Work - : - AfterWork- : - 
Paths using this group: Paths using thisgroup: Name: 
OverflowTime : - 
IstThreshold- : - 
ZndThreshold- : - 
After Work - : - 
Paths using this group: 
Path # I Overflow # 
, 
1 P, 1.2,3) 
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							0 1 
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s 
ACD TELEMARKETERTM 
PATH PLANNER 
I;;;;;Answerl Path #: 1 
Purpose ofthis Path: 
Path Service Level: 
0 Overf~;lc;tGrou p Yes 
4 Overh;ytiGroup Yes 
Overky-Group Yes 
1 1 1 
4 
@&I. N”gk 
INSTRUCTIONS: 
1. Completea Path Plannerforeach path. 
2. Caller can listen to RADswith the option of Music on Hold (MOH) or an alternate musicsource/recording between the RADs. 
(RAD = Hunt Group Access Code) 
3. CopytheappropriateAgentGroupNumberfrom theAgentGroupPlanner. 
4. The Primary Agent Group must be programmed.The path has the option of three Overflow Groups and Interflow 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 
indicatesthatthecallwill not beansweredwithinthetimer interval.lnterflowtimestartswhenthecallentersthe path. 
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