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

							Table of Contents 
1. GENERAL 
Reason for Reissue ......................................................... 620 l-l 
IntendedAudience .......................................................... 620 l-l 
Manual Structure ........................................................... 620 l-l 
Conventions ............................................................... 620 l-2 
Key Names ............................................................. 620 l-2 
Data Entry ............................................................. 620 l-2 
Data Entry Instructions .................................................... 620 l-2 
AssociatedDocuments ....................................................... 620 l-2 
2. ACD OVERVIEW 
AutomaticCallDiitributjon .................................................... 620 2-l 
ACD Applications ........................................................... 620 2-l 
CallQueueing .............................................................. 620 2-l 
StaffinganACDSystem ...................................................... 620 2-2 
Reports.. ................................................................. 620 2-2 
Monitors .................................................................. 620 2-2 
3. ACD TELEMARKETER* FEATURE 
ACD TELEMARKETER Overview .............................................. 620 3-l 
ACDPath ................................................................. 620 3-2 
PathAccessCode ....................................................... 620 3-2 
PathPriority ............................................................ 620 3-2 
PathAccess.. .......................................................... 620 3-2 
Path Rerouting .......................................................... 620 3-2 
ServiceLevel ........................................................... 620 3-3 
OverRow ............................................................... 620 3-3 
InterHow ............................................................... 620 3-4 
Music Between Recordings ................................................ 620 3-4 
Alternate Music Source ................................................... 
620 3-4 
ACDCallFlow ............................................................. 620 3-5 
ACDCaller ............................................................. 620 3-5 
Typical Call Handling ..................................................... 620 3-5 
ACDSets ................................................................. 620 3-6 
ACDPositions ............................................................. 620 3-10 
AgentGroup...............- ............................................. 620 3-11 
Agent ................................................................. 620 3-12 
Supervisor ............................................................. 620 3-12 
Senior Supervisor ........................................................ 620 3-l 3 
ACD TELEMARKETER Reporting System ........................................ 620 3-13 
RecordedAnnouncements.. .................................................. 620 3-13 
Recording Groups ....................................................... 620 3-14 
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Recording Group Operation ................................................ 620 3-14 
RADFailure ............................................................ 620 3-15 
Removing DND from RAD ................................................. 620 3-15 
4. CONFIGURING AN ACD SYSTEM 
incoming Calls ............................................................. 620 4-l 
Grouping the Agents ......................................................... 
620 4-l 
Recorded Announcement Planning ............................................. 
620 4-2 
Planner Sheets ............................................................. 620 4-2 
AgentGroupPlanner ........................................................ 620 4-2 
AgentGroup# .......................................................... 620 4-4 
Name ................................................................. 620 4-4 
OverftowlTme .......................................................... 
620 4-4 
1 st Threshold ........................................................... 620 4-4 
2ndThreshold .......................................................... 620 44 
AfterWork ............................................................. 620 @ 
Paths Using This Group ................................................... 620 4-5 
PathPlanner ............................................................... 620 4-5 
PurposeofThisPath ..................................................... 620 4-5 
Name ................................................................. 620 4-5 
PathAccessCode ....................................................... 620 4-5 
Priority ................................................................ 620 4-7 
PathNumber ........................................................... 620 4-7 
Delay to Answer ......................................................... 
620 4-7 
Recording1 ............................................................ 620 4-7 
MOHorExt# ........................................................... 620 4-7 
Recording2through4 
.................................................... ,620 4-6 
QueuedCalls ........................................................... 620 4-6 
PrimaryAgentGroup ..................................................... 620 4-6 
Overflow Group Exists ..................................................... 
620 4-6 
Interflow 
............................................................... 620 4-6 
Inter-flow Point .......................................................... 
620 4-6 
Interflow Trmeout ........................................................ 
620 4-9 
Allow Overflow to Inter-Row ................................................. 
620 4-9 
5. ACD AGENT SETS 
ACD Agent Login/Logout ..................................................... 620 5-l 
Login ................................................................. 620 5-l 
Login Conditions ........................................................ 
620 5-l 
Logout ................................................................ 620 5-2 
LogoutConditions ....................................................... 620 5-2 
ACDAgentFunctions 
........................................................ 620 5-2 
MakeBusyKey ............................................................. 620 5-3 
Purpose 
............................................................... 620 5-3 
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Operation .............................................................. 620 5-3 
Make Busy LCD indicators ................................................. 620 53 
QueueStatusKey ........................................................... 620 5-4 
Purpose ............................................................... 620 5-4 
Operation .............................................................. 620 5-4 
Queue Status LCD Indicators .............................................. 620 5-5 
HELPSoftkey .............................................................. 620 6-6 
Purpose ............................................................... 620 6-6 
Operation .............................................................. 620 5-6 
AfterWork~mer ............................................................ 620 6-7 
Purpose ............................................................... 620 5-7 
Operation .............................................................. 620 5-7 
AutoAnswer ............................................................... 620 5-7 
6. ACD SUPERVISOR AND SENIOR SUPERVISOR SETS 
ACD Supervisor and Senior Supervisor Login/Logout ............................... 620 6-l 
Login ................................................................. 620 6-l 
Login Conditions ........................................................ 620 6-l 
Logout ................................................................ 620 6-2 
ACD Supervisor Functions .................................................... 620 6-2 
ACD Senior Supenrisor Functions .............................................. 620 6-2 
Supervisor Set Wiih One Agent Group: Overview .................................. 620 6-3 
Queue Status Key: Supervisor Set With One Agent Group ........................... 620 6-3 
Purpose ............................................................... 620 6-3 
Operation .............................................................. 620 6-3 
Queue Status LCD indicators .............................................. 620 6-5 
Agent Status Key: Supervisor Set With One Agent Group ........................... 620 6-6 
Purpose ............................................................... 620 &6 
Operation .............................................................. 620 64 
Agent Status LCD Indicators ............................................... 620 6-6 
Shift Key: Supervisor Set With One Agent Group .................................. 620 6-9 
Purpose ............................................................... 620 6-9 
Operation .............................................................. 620 6-9 
Senior Supervisors and Supervisors Wii More than One Agent Group: Overview ......... 620 6-l 0 
Queue Status Key: Senior Supervisors and Supervisors With More than One Agent Group . 620 6-10 
Purpose ............................................................... 620 6-10 
Operation ............................................................... 620 6-10 
READ or AGENT Softkey .................................................. 620 6-11 
Shift Key: Senior Supervisors and Supervisors With More than One Agent Group. ........ 620 6-11 
Purpose ............................................................... 620 6-11 
Operation.. ............................................................ 620 6-11 
Call Monitoring ............................................................. 620 6-12 
Purpose ............................................................... 620 6-12 
Restrictions ............................................................ 620 6-12 
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7. 
Programming ........................................................... 620 6-12 
Operation .............................................................. 620 6-12 
Help Call Feature ........................................................... 
620 6-13 
Operation .............................................................. 620 6-13 
REPORTS 
Agent Shift Summary Record .................................................. 
620 7-l 
PathSummary Report ....................................................... 620 7-3 
GroupSummaryReport ...................................................... 620 7-4 
Printing Reports ............................................................ 620 7-5 
ReportCommands .......................................................... 620 7-6 
Accessing Reports ....................................................... 620 7-6 
SETCommand 
........................................................... 620 7-7 
SHOWCommand ....................................................... 620 7-6 
QUlTCommand...........................~ ............................. 620 7-6 
8. ACD MONITORS 
FourTypesofMonitors..........................; 
............................ 620 6-l 
System Activity .......................................................... 
620 6-l 
Paths ................................................................. 620 6-l 
AgentGroups............................................................62 0 6-l 
Agents ................................................................ 620 6-1 
Hierarchy of Monitor Displays .................................................. 
620 6-l 
AccessingMonitors .......................................................... 620 6-2 
Restrictions ............................................................ 620 6-2 
EnteringMonitorMode............................................~ 
....... 620 6-2 
Monitoring System Activity .................................................... 
620 6-4 
System Activii Monitor Display ............................................. 
620 6-4 
System Activii Monitor Softkeys ............................................ 
620 6-4 
MonitoringPaths.. .......................................................... 620 6-7 
Accessing the Path Summary Display ........................................ 
620 6-7 
Path Summary Display .................................................... 
620 6-7 
Path Summary Softkeys ................................................... 
620 6-6 
Path Programmed Data Display ............................................. 
620 6-l 0 
Path Statistics Display .................................................... 
620 6-12 
Path Activity Display. ..................................................... 
620 6-14 
MonitoringGroups .......................................................... 620 6-17 
Overview .............................................................. 620 6-17 
Accessing the Agent Group Summary Form ................................... 
620 6-l 7 
Agent Group Monitor Softkeys .............................................. 
620 6-19 
Group Programmed Data Display ........................................... 
620 6-20 
Group Statistics Display ................................................... 
620 6-21 
GroupActiviiDisplay .................................................... 620 6-23 
MonitoringAgents................................................~ 
.......... 620 6-25 
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Overview .............................................................. 620 6-25 
Accessing the Agent Summary Form ......................................... 620 6-25 
Agent Programmed Data Form ............................................. 620 6-27 
Agent Statistics Form ..................................................... 620 6-29 
AgentActivii Form ...................................................... 620 6-31 
9. PROGRAMMING 
General ................................................................... 620 9-1 
System Options Form ........................................................ 620 9-l 
ACD Agent Groups Form ..................................................... 620 9-2 
Agent Groups Subform ....................................................... 620 9-4 
Afterworklimer ......................................................... 620 9-5 
Overflow Timer .......................................................... 620 9-5 
ThresholdTimers.. ...................................................... 620 9-5 
ACD Keys Template Form .................................................... 620 9-6 
AssigningACDKeys ..................................................... 620 9-6 
ACD Key Configurations .................................................. 620 9-6 
Assigning Non-ACD Keys ................................................. 620 9-6 
ACD Keys Template Display ............................................... 620 9-7 
COSDefme ............................................................... 620 9-6 
ACDSupervisors ........................................................... 620 9-9 
ACD Supervisor Subform ..................................................... 620 9-l 0 
ACDPaths ................................................................ 620 9-12 
ACD Path Programming ................................................... 620 9-15 
ACD Recording Hunt Groups .................................................. 620 9-15 
APPENDIX A. ACD MESSAGES . . . . . . . . . . . . . . . . ..*.*............*.......... 620 A-l 
APPENDIX B. PLANNER SHEETS. . . . . . . . . . . . . . . . . . . . . , . . . . . . . . . . . . . . . . . . . . 620 B-1 
Figure 3-l 
Figure 3-2 
Figure 3-3 
Figure 3-4 
Figure 3-5 
Figure 3-6 
Figure 4-l 
Figure 4-2 
Figure 5-l 
List of Figures 
ACD Call Progress -All Agents Busy ................................ 620 3-5 
OverfIow/lnterffow ................................................ 620 3-7 
SUPERSET 4” Telephone ........................................ 620 33 
SUPERSET 410” Telephone ....................................... 620 3-9 
SUPERSET 420” Telephone ....................................... 620 3-10 
Hierarchy of ACD Positions ........................................ 620 3-11 
AgentGroupPlanner ............................................. 620 4-3 
Path Planner .................................................... 620 4-6 
Make Busy LCD Indicator: SUPERSET ............................. 620 5-3 
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Figure 5-2 
Figure 5-3 
Figure 5-4 
Figure 5-5 
Figure 6-l 
Figure 6-2 
Figure 6-3 
Figure 64 
Figure 6-5 
Figure 6-6 
Figure 6-7 
Figure 6-8 
Figure 6-9 
Figure 7-l 
Figure 7-2 
Figure 7-3 
Figure 7-4 
Figure 75 
Figure 7-6 
Figure 7-7 
Figure 8-l 
Figure 8-2 
Figure 8-3 
Figure 8-4 
Figure 8-5 
Figure 8-6 
Figure 8-7 
Figure 8-8 
Figure 8-9 
Figure S-l,0 
Figure 8-l 1 
Figure 8-12 
Figure 8-l 3 
Figure 8-l 4 
Figure 9-l 
Figure 9-2 
Figure 9-3 
Figure 9-4 
Figure 9-5 
Figure 9-6 
Figure 9-7 
Figure 9-8 
Figure 9-9 Make Busy LCD Indicator: 
SLJPERSET470 and SUPERSET .......... 620 5-3 
Sample Queue Status Display: SUPERSET ......................... 620 !%I 
Queue Status LCD Status Indicators: SUPERSET Telephone ............ 620 5-5 
Queue Status LCD Status Indicators: 
SUPERSET 4 IO and SUPERSET Telephones ...................... 620 5-5 
Queue Status Display: 
SUPERSET .............................. 620 6-3 
LCD Queue Status Indicators on SUPERSET Telephone ................ 620 6-5 
LCD Queue Status Indicators on SUPERSET42OTelephone .............. 620 6-5 
Agent Status Display: 
SUPERSET ................................. 620 6-6 
LCD Agent Status Indicators: SUPERSET ........................... 620 6-6 
LCD Agent Status Indicators: SUPERSET ......................... 
620 6-6 
Using the Shift Key to Check Agent Status ............................ 620 6-9 
Queue Status Display: 
SUPERSET ................................ 620 6-10 
Shift Key Operation .............................................. 620 6-12 
Agent Shift Record - Example 1 ..................................... 620 7-l 
Agent Shift Records - Example 2 .................................... 620 7-2 
Sample Path Summary Report ...................................... 620 7-3 
Sample Group Summary Report .................................... 
620 74 
Accessing Reports: Softkey Labels .................................. 620 7-6 
Softkey Labels, SET Softkey Subform ................................ 
620 7-7 
Softkey Labels, SHOW Softkey Subform .............................. 620 7-8 
MonitorHierarchy ................................................ 620 8-2 
System Activii Monitor Display ..................................... 620 84 
Path Summary Display ............................................ 620 8-7 
Path Programmed Data Display ..................................... 620 8-10 
Path Statistics Display ............................................ 
620 8-12 
Path Activii Display .............................................. 
620 8-15 
Agent Group Summary Form ....................................... 620 8-l 8 
Group Programmed Data Display. ................................... 620 8-20 
Group Statistics Display ........................................... 620 8-21 
GroupActiviiDisplay ............................................ 620 8-23 
Agent Summary Form Display ...................................... 620 8-26 
Agent Programmed Data Display .................................... 620 8-28 
Agent Statistics Display ........................................... 
620 8-29 
Agent Activity Display .............................................. 620 8-31 
System Options Form (CDE Form 04) ................................ 620 9-l 
ACD Agent Groups Form (CDE Form 39) ............................. 
620 9-3 
ACD Agent Groups Subform (CDE Subfonn 39) ........................ 620 94 
Agent Keys Template (CDE Form 38) ................................ 620 9-7 
COS Define Form (CDE Form 03) ................................... 620 9-8 
ACD Supervisor Form (CDE Form 40) ................................ 620 9-10 
ACD Supervisor Subform (CDE Subform 40) ........................... 620 9-11 
ACDPathForm(CDEForm41). .................................... 620 9-12 
Hunt Groups Form (CDE Form 17’) .................................. 620 9-16 
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Table 6-l Supervisor and Senior Supervisor Reports - Queue Status ................ 620 6-4 
Table 6-2 Senior Supervisor and Supervisor Reports -Agent Status .................. 620 6-7 
Table 7-1 Agent Shift Summary Record Fields ................................... 620 7-2 
Table 7-2 Path Summary Report Fields ........................................ 620 7-3 
Table 7-3 Group Summary Report Fields ....................................... 620 74 
Table 7-4 
SETSoftkeySubformFunctions .................................... ..62 0 7-7 
Table 75 SHOW Softkey Subforrn Functions .................................... 620 7-8 
Table 8-l System Activity Monitor Softkeys ..................................... 620 85 
Table 8-2 Terms Used In System Activii Display ................................. 620 8-5 
Table 8-3 Terms Used In Path Summary Display ................................. 620 8-8 
Table 84 Path Summary Display Softkeys ...................................... 620 8-9 
Table 8-!5 Terms Used In Path Programmed Data Display ......................... .620 8-10 
Table 8-6 Path Programmed Data Softkeys ..................................... 620 8-11 
Table 8-7 Terms Used In Path Statistics Display .................................. 620 8-13 
Table 8-8 Path Statistics Display Softkeys ...................................... 620 8-14 
Table 8-9 Terms Used In The Path Activity Display ............................... 620 8-16 
Table 8-l 0 Path Activii Display Softkeys ........................................ 620 8-l 6 
Table 8-l 1 Terms Used In Group Summary Display ................................ 620 8-l 8 
Table 8-l 2 Group Summary Form Softkey Labels ................................. 620 8-19 
Table 8-l 3 Group Programmed Data Softkey Labels ............................... 620 8-20 
Table 8-14 Terms Used In Group Programmed Data Display ......................... 620 8-21 
Table 8-l 5 Group Statistics Display Softkey Labels ............................... .620 8-22 
Table 8-l 6 Terms Used In Group Statistics Display ............................... .620 8-22 
Table 8-l 7 Group Activity Softkey Labels ....................................... .620 8-23 
Table 8-l 6 Terms Used In Group Activity Display ................................. .620 8-24 
Table 8-l 9 Agent Summary Form Softkey Labels ................................. .620 8-26 
Table 8-20 Terms Used In Agent Summary Display ............................... ,620 8-27 
Table 8-21 Agent Programmed Data Softkey Labels ............................... 620 8-28 
Table 8-22 Terms Used In Agent Programmed Data Display ......................... .620 8-29 
Table 8-23 Agent Statistics Form Softkey Labels ................................. .620 8-30 
Table 8-24 Terms Used In Agent Statistics Display ................................ .620 8-30 
Table 8-25 Agent Activii Form Softkey Labels ................................... .620 8-31 
Table 8-26 Terms Used In Agent Activii Display ................................. .620 8-32 
Table 9-1 System Option Form Fields ........................................ .620 9-2 
Table 9-2 ACD Agent Group Fields ........................................... .620 9-3 
Table 9-3 ACD Agent Groups Subforrn Fields .................................. .620 94 
Table 94 ACD Keys Template Fields ......................................... .620 9-7 
Table 9-5 COS Options Fields ............................................... .620 9-9 
Table 9-6 ACD Supervisor Form Fields ........................................ .620 9-10 
Table 9-7 ACD Supervisor Subform Fields ..................................... .620 9-11 
Table 9-8 ACDPathFormFields ............................................ .620 9-12 
Table 94 Hunt Groups Form Fields .......................................... .620 9-16 
Table A-l Programming Error Messages ...................................... .620 A-l 
List of Tables 
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