Mitel Sx 200 Digital Pabx, Light Pabx Telemarketer Application Package Instructions Manual

1 
. 
GENERAL 
This practice describes the features, operation, and programming of the 
ACDTELEMARKETER@ Applications Package for the SX-20069 DIGITAL and 
SX-200 LIGHT Private Automatic Branch Exchange (PABX). 
Reason 
for Reissue 
1.1 This practice is reissued to include revisions and additions to the information 
contained in the previous issue. 
Intended Audience 
1.2 This practice is for those involved in the marketing, installation, programming, and 
operation of 
feature. the SX-200 DIGITAL and...

ACD TELEMARKETER Application Package 
Conventions 
1.4 To simplify the descriptions in this practice, the following conventions have been 
followed: 
Key Names 
Names of keys on a keyboard are shown in bold. 
Example: Return 
Data Entry 
Data to be entered by the user is shown in bold uppercase. 
Example: EXIT 
Data Entry Instructions 
The following conventions have been used throughout this manual when presenting 
data entry instructions to the user: 
Type: Type the information (usually a single key) as...

2 
’ 
ACD OVERVIEW 
This section of the practice gives a general overview of Automatic Call Distribution 
(ACD) and describes the basic components found in ACD systems. If you are familiar 
with ACD concepts, turn to Section 3 of this practice for details on the implementation 
of the ACD TfLEMARKETER feature for the SX-200 DIGITAL and SX-200 LIGHT 
PABX. 
Automatic Call Distribution 
2.1 Automatic Call Distribution (ACD) offers uniform distribution of incoming calls to 
station users (agents). Calls are...

ACD TELEMARKETER Application Package 
If calls arrive when some of the agents are free, the system may be programmed to 
equalize the workload by directing the next incoming call to the agent who has been 
idle the longest. 
Stufftng an ACD System 
2.4 In most ACD applications, the individual handling ACD calls is referred to as an 
agent. Agents are often specially trained to deal with the caller’s problems or 
requests. 
A supervisor normally oversees the ACD operation by monitoring the activity of the...

3 . 
ACD TELEMARKH’H? FEATURE 
ACD TELEMARKETER Overview 
3.1 The ACD TELEMARKETER Application Package is an advanced Automatic Call 
Distribution (ACD) system that is fully integrated with the MITEL SX-200 DIGITAL 
and SX-200 LIGHT PABX, and designed with the power and performance needed to 
ensure satisfaction in the most demanding telemarketing environments. 
This section provides information on the following components of the ACD 
TELEMARKETER system: 
ACD Path. This innovative call routing design...

ACD TELEMARKETER Application Package 
ACD Path 
3.2 The ACD TELEMARKETER feature is built around the “ACD Path”, a call routing 
mechanism which provides all information required for handling an ACD call. Use of 
the ACD Path gives users unmatched flexibility during initial programming and when 
adding new features. 
99 ACD paths may be programmed to allow customized routing for a wide variety of 
incoming calls. Each path is assigned a priority and is given a unique access code and 
descriptive path...

ACD TELEMARKETER Feature 
Calls entering the system on different trunk types can be routed to the same ACD path. 
The rerouting scheme means a trunk does not have to be dedicated to ACD. The day 
answering point may be an ACD path but the Night1 and Night2 answering points may 
be an attendant console or any other valid routing point. 
Service Level 
The service level for a path defines a standard time to answer that becomes the criteria 
for measuring path performance. Service level is programmable...

ACD TELEMARKETER Application Package 
Interflow 
I 
Unlike overflowed calls, interflowed calls are rerouted from ACD to an alternate answer 
point. 
Each path has a programmable interflow timeout field that specifies the maximum 
period that an unanswered call can wait in a path before the system routes the call to 
an interflow point. The interflow point can be: 
l a listed directory number for a station, console, nightbell, ACD path, station/set hunt 
Automated Attendant group, or 
UCD agent group, 
l...

ACD TELEMRKETER Feature 
Note: Depending 
upon country of installation, the alternate music source must be either an 
FCC Part 66 or DOC approved 
voice coupler, or voice connecting arrangement to an 
ONS circuit. 
ACD Call Flow 
3.3 The following paragraphs describe the handling of a typical ACD call arriving at the 
system on an incoming trunk. Included is a description of what the caller hears at 
each stage of the call. Figure 3-l shows the system action in determining what the 
caller hears while in...

ACD TELEMARKETER Application Package 
1. ACD Call arrives at the path specified as the answer point for the trunk. 
l As shown in Figure 3-l the caller hears ringback until the Ringback Delay timer 
expires. This timer ensures the caller hears at least one ringback before an agent 
answers. 
2. The incoming call queues on the primary agent group for the path. 
l If agent is available, call rings agent, (See Note). 
l If multiple agents are available, the call rings the longest idle agent; if not, caller...