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

							m . I 
&CD Monitors 
Agent Activity Form 
Pressing the ACTIVITY softkey displays the Agent Activity form (Figure 6-l 4). 
This 
form provides a continuously updated display of ACD information for the agent, plus 
status for the agent’s set and the current call. 
Table 6-25 describes the softkeys presented with the Agent Activity display. 
Table 6-26 defines the fields on the display. 
15~53 2hWR-89 AGENT ACIXVITY MITELACDTELEMARKETER 
GROUP NAME : NEWSROOM SET STATE 
: idle ACD STATE : acd 
GROUP NUM 
: 33 MAKE BUSY : yesm20 
CALLTYPE 
: 2Party 
SET EXT : 1250 ON ACD : yes 
SET LOC’N 
: 1250 
DND : yes TIMEonACD : 03zo3 
AUTO ANSWR 
: no ACD ONHOLD : yes 
ENGLISH : yes 
CALLER :T 32 
ORIG PATfI 
: 5400 
PRIME GRP : yes 
l- 
i- 2- 
7- AGENT 3250 LIKOUDIS J 
% 4- 
8- PREVIOUS 9- NEXT 
Figure 8-l 4 Agent Activity Display 
Table 8-25 Agent Actlvity Form Softkey Labels 
Softkey Label Function 
CANCEL 
PREVIOUS 
NEXT 
RETURN Returns the user to the system level. Refer to paragraph 8.3 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 appears when there is an additional agent. 
The REIIJRN key (either hardkey or softkey) returns the user to the 
Agent Summary form described on page 620 8-25. 
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Table 6-26 Terms Used In Agent ActMty Display 
The extension number of the SUPERSETtelephone 
where the agent IS 
ACD State indicates the type of activii the agent is involved in from the following list: 
suspnd - agent is ending a call 
loked - agent’s set has been left off-hook 
- on an ACD call 
-the agent’s set has Do Not Disturb active 
- agent has an ACD caller on hold 
- agent has entered the make busy state 
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							.9 
’ 
PROGRAMMING 
General 
9.1 Customer Data Entry for the ACD TELE/WRKETER applications package 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: 
System Options Form 
System Options (CDE Form 04) 
Feature Access Codes (CDE Form 02) 
ACD Agent Groups (CDE Form 39) 
Agent Group Subform (CDE Subform 39) 
ACD Keys Template (CDE Form 38) 
COS Define (CDE Form 03) 
ACD Supervisors (CDE Form 40) 
ACD Paths (CDE Form 41) 
Hunt Groups (CDE Form 17) 
9.2 Figure 9-l shows a portion of the System Options form containing the options related 
to the 
ACD TELEMARKETER feature package. Options are changed by editing the 
Status field. 
SYSTEM OPTIONS FORM 
System Options (Displaying ENABLED Fields) sms OPTIONNUM 
Automatic Call Distribution 
ACD Silent Monitoring 
ACD Silent Monitor& Beeps 
ACD Reports Enabled 41 
Enabled 42 
Enabled 43 
Enabled 44 
Figure 9-l System Options Form (CDE Form 04) 
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							ACD TELEMARKETER Application Package 
Four fields on the System Options form control operation of the 
ACD TELEMARKTTER 
feature. Table 9-1 defines the function of each field. 
Table 9-l System Option Form Fields 
Optlon 
I Function 
AUTOMATiC CALL Setting this option to ENABLED allows access to the programming 
DISTRIBUTION (Option 
41) forms related to ACD. 
ACD SILENT MONITORING Setting this option to ENABLED allows a supervisor to monitor ACD 
(Option 42) calls by dialing a programmed feature access code. 
ACD SILENT MONITORING Set this option to ENABLED if agents are to be notified when 
BEEPS (Option 43) 
I 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 
9109-09&221-NA, Station Message Detail Recording. 
System Option 41 (Automatic Call Distribution) must be set to ENABLED before 
programming the remaining 
CDE forms related to ACD. 
ACD Agent Groups Form 
9.3 Figure 9-2 shows a blank ACD Agent Groups Form (CDE Form 39). Ail 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 99. The ACD system supports 100 agents 
logged 
in at the same time. 
The 
ACD system allows CDE programming of 999 ACD positions in any combination 
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 1 -to !%digit 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 
4, SUPERSET 470 or 
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. 
The fields on the ACD Agent Group form contain customer-defined data. Table 9-2 
defines the contents of each field. 
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							Programming 
37 PM 11-JUN-98 
[ ACD GRP: 1 alarm status = MAJOR 
1 AGENT ID AGENT NAME cos 
111 MARY RUBY 
112 C&THY BREN :i 
113 SUE BALDIN 
114 M&W &l-r. :: 
0 114 
.-ACD GRP NAME P-FIND ID 3-ADD 
;-QUIT 7-AGENT GROUP 8-DELETE M&RY KIT. 28 
4-TOP 
Es-BO-ilatl 
9-OPTIONS 
B- 
Figure 9-2 ACD Agent Groups Form (CDE Form 39) 
Table g-2 ACD Agent Group Fields 
Field 
ACD GRP 
ACD GROUP 
NUMBER 
ACD GROUP 
NAME 
Meanlng 
A field containing the group number and the group name. 
A programmable field containing a I- or 24git number in the range 1 
through 50 that identifies an ACD group. 
An optional field that allows the customer to 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. 
AGENT ID A programmable field of up to five digits for assigning 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. 
AGENT NAME 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 
characters but can not begin with 
* . The same condiiions apply to position 
names as well as to set names. 
cos A 2-digit field specifying the Class Df Service number of this agent. Range is 
1 to 50. 
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							ACD TELEMARKETER Application Package 
Agent Groups Subform 
9.4 The Agent Groups subform (CDE Subform 39) shown in Figure 93 is accessed 
through the OPTIONS key. This form can only be accessed if there is at least one 
agent in the agent group. Entries are changed by editing the status column. Four 
fields on the ACD Agent Group subform contain customer-defined data. The 
contents of each field are defined in Table 9-3. 
2:37 PM ll-JUH-99 alarm status = MAJOR 
[ACDGRP: i ] OPTIONS 
) Afterwork Timer (bH:SS) 
Overflw Timer (MM:SS) 
First Status Threshold W4:SS) 
Second Status Threshold (bU:SS) STATUS 
B:BB 
9:aa 
3:88 6:ee 
Afterwork Timer (bt4:S.S) 
l- 2- 
I I3 :ee 
4- 5- 
IB-QUIT 17- 
b- Is- 
le- 
Figure 94 ACD Agent Groups Subform (CDE Subform 39) 
Table M ACD Agent Groups Subform Fleids 
Field Meaning 
AFlERWORKTlMER 
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 page 620 9-6for additional 
information. 
OVERFLOW 
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 (CDE Form 41).The value entered can 
range from 0 seconds to 54 minutes, Defaut value is 9 minutes. Refer to 
page 620 9-6for additional information. 
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							Programming 
Table 94 ACD Agent Groups Subform Fields 
(continued) 
Field 
FIRST STATUS 
THRESHOLD Meanlng 
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 specified in the Second Status Threshold. Refer to page 620 9-6for 
additional information. 
SECOND STATUS 
THRESHOLD This timer range is 0 seconds to 54 minutes (MM:SS). The 
time sp&cified 
must be greater than the time specified in the First Status Threshold field. 
The field defaults to 6 minutes. Refer to page 620 9-6for additional 
information. 
Page 2 of 2 
Aftework Tmer 
In many ACD situations, the agent may require some time following an ACD call to 
complete paperwork before accepting the next call. This subform allows programming 
of a wrapup time (After-work Timer). The Afterwork Timer prevents an ACD call from 
being presented to this set until the specified time has expired. 
Overflow Timer 
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. Ovetflowed 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 overflow. The two 
conditions described below can cause this forced overflow: 
l If the agent group form specifies an ovetflow time of three minutes and no agents are 
logged on in this group, the system ignores the timer and forces an immediate over- 
flow to avoid an unnecessary delay to the caller. 
l The second case of overflowing before the specified time out arises during an over- 
loaded 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 
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 driven 
by the threshold timers assigned 
to this form. 
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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 
I 
9.5 
I 
I 
I 
I 
Assigning ACD Keys 
The ACD Keys Template Form (CDE Form 38) allows global programming of 
SUPERSET4, SUPERSET or SUPERsET telephones that require common 
ACD feature keys. 
Global programming is still possible when these telephone sets are mixed in an ACD 
system, in spite of the varying number of line select keys available on the 
SUPERSET4, SUPERSET41Oor SUPERSET42Otelephones. It is up the installer to 
ensure that the ACD Keys Template is programmed to allow this. 
When there is set mixing, the installer must assign ACD keys within keys 2 to 6 on the 
SUPERSET 7Oand keys 2 to 12 on the SUPERSET42Otelephone. This assignment 
should be matched when programming a SUPERSET4telephone. The higher number 
keys on the 
SUPERSET should be assigned to ‘other user-programmable or line 
keys. 
Assigning ACD keys in this way is especially important since 
SUPERSET 470 or 
SUPERSET420ACD positions will be unable to log in when ACD keys are assigned 
to keys not physically present on these sets. 
ACD Key Configurations 
Up to 3 different function key configurations may be programmed for each ACD 
position: agent, supervisor and senior supervisor (for a total of nine key templates). In 
each COS, however, only one template for one position type can be enabled. 
The template assigned to a user is portable to any 
SUPERSET4, SUPERSET or 
SUPERSET telephone (with the exception of the SUPERSET470, which cannot 
be used by a supervisor or senior supervisor). When the user logs out, the previous 
template is restored on the set. 
Note: Line appearance keys assigned in the StationslSUPERSETTelephones form 
have priority over ACD feature keys when a position logs in. 
Assigning Non-ACD Keys 
Non-ACD feature keys and speed dial numbers can also be programmed in this form. 
Pressing the NON-ACD KEYS softkey provides access to a sub-level of softkeys 
through which the 
user can select non-ACD feature keys for the template. 
Note: tine appearance keys assigned in the StationslSUPERSETTelephones form 
have priority over non-ACD feature keys when a position logs in. 
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							Prcgramming 
ACD Keys Template Display 
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 [l] 
02 
:: 
05 
06 
07 
08 
09 
10 
11 
12 
13 
04 TYPE SPEED DIAL NUMBER PRIVATE 
Speed Dial 
95552211 
Speed Dial  Dial  Speed 
95552212  95552213 
Speed Dial 
95552214 
Speed Dial 
95552215 
Speed Dial 
95552216 
Speed Dial 
95552217 
Speed Dial 
95552218 
Speed Dial 
95552219 
Make Busy 
Queue status 
Speed Dial 
95552220 
0 Speed Dial 
95552213 
l-AGENT 
2-SUPERVISOR 3-SENIOR 4-ACD KEYS 5- 
6-QUIT 
7-KEY 8- 9-NON-ACDKEYS O- 
Figure 9-4 Agent Keys Template (CDE Form 38) 
Several fields on the Keys Template form contain customer-defined data. Table S-4 
defines the contents of each field. 
Table 9-4 ACD Keys Template Fields 
Field 
POSlTlON 
TEMPLATE 
NUMBER Meaning 
Selectable field defining one of the following positions: Agent, Supervisor, or 
Senior Supervisor. 
Selectable field containing one digit in the range of 1 through 3 indicating the 
number of the template being programmed. 
A system generated field listing set key numbers in the range of 02 to 15. 
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							ACD TELEMARKETER Application Package 
Table 9-4 ACD Keys Template Fields 
(continued) 
Field Meanlng 
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 Status and Shift. 
Senior Supervlsor - 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 program 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. lf 
privacy is not requested, the speed dial entry appears on the set during 
dialing, or when a display key is requested. 
Page 2 of 2 
COS Define 
9.6 The COS options shown in on the COS Define form in Figure 9-5 apply to the ACD 
feature. These ACD options are explained below. The COS options for ACD are 
described below in Table 9-5. 
COS DEFWE FORM 
SUPERSET - Auto Answer 
SUPERSET - Headset Operation 
ACD - Agent Template ( O-3, O=&sable ) 
ACLI - Supervisor Template ( O-3, O=disable ) 
ACD - Senior Supervisor Template ( &3, o-disable ) 
ACD - Agent Always Auto-Answer 
Loop Start Trunk to ACD Path Connect 
Figure 94 COS Define Form (CDE Form 03) 
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