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

							Appendix A. 
ACD MESSAGES 
The error messages that may appear during programming of the ACD forms are listed, 
and explained, in the following table: 
Table A-l Programmlng Error Messages 
Error Message Meaning 
ACD agent group XX already assigned The ACD agent group which has been edited or inserted into 
to a supervisor the sub-form is already programmed under some other 
supervisor. 
Agent group XX has 
already been The selected overflow agent group or primary ACD agent 
assigned elsewhere in this path group is a duplicate of an agent group already specified in 
this path. 
ACD agent group XX not assigned to a ACD group XX, requested by the FIND GROUP key, cannot 
supervisor be displayed because it has not been assigned to a 
supervisor yet. 
ACD groups under XXXXX must first This senior supervisor cannot be deleted from the first-level 
be 
deleted form by the-DELETE key because there are ACD groups 
defined under this senior supervisor. 
ACD keys template for this CQS is An attempt was made to change the COS of a logged in ACD 
invalid or disabled position. The new COS has ACD keys template disabled or 
assigned to another ACD position. 
ACD Monitor Print in progress System found at least one printer-job has been started. 
ACD position active - Cannot make An attempt was made to disable or changf! a template COS 
template change option while the ACD position is logged in. 
AGENT STATUS not allowed when The user is attempting to program an agent status key when 
multiple QUEUE STATUS keys are there is more than one queue status key programmed for the 
programmed template. Only one is allowed if an agent status key is 
present. 
Agent xXxXx does not exist The ID entered for the FIND ID key does not exist in the 
database. 
Agent a is on line and cannot The DELETE key cannot be used on an agent who is on line. 
be 
deleted 
Alternate music sources cannot have 
Music sources cannot be line appearances. 
keyline or multi-call line appearances. 
An ACD position is currently logged The 
user is attempting to delete a SUPERSETwhere there is 
in tit 
the SUt?ERSET an ACD position logged in. The ACD position must log out 
first. 
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Table A-l Programmlng Error Messages 
(continued) 
Error Message 
Meanlng 
in 
agent’s set’s prime line cannot have There is an ACD agent logged in at the given SUPERSET 
my 
appearances on other sets therefore, line appearances of that SUPERSETcannot be 
programmed into the data base. 
Uempting to remove an Agent Group This message is displayed if the Primary Agent group or the 
tiat has calls waiting Overflow agent groups have calls waiting from the path, and 
the user is attempting to change or delete the agent group or 
the path. 
k-tempting to remove a,Music Source Someone is listening to the music source so it cannot be 
fiat is currently in use removed. This message can occur when attempting to 
change or delete a music source, deleting the recording that 
the music source is in, or deleting the path. 
&tempting to remove a Recording that Someone is using the Recording hunt group so it cannot be 
is 
currently in use removed. This message can occur when attempting to 
change or delete the recording or when deleting the path. 
Beep 
(audible sound from terminal) The speed dial number entered is too long (maximum 25 
digits). 
Beeping (repeating audible sounds 
Erom terminal) 
¬ change agent information at 
time of reassignment 
Too many digits or characters have been entered in the 
selected field. 
The user attempted to reassign an agent to the current ACD 
Group AND change agent name or CDS at the same time. 
These two steps (reassign and changing) must be done 
separately. 
Cannot 
change COS of an ACD The ACD position being updated is logged in and using the 
position whose set is currently in use set. To change the COS, the ACD position must be logged off 
or else logged in to an idle set. 
Cannot delete last agent while callers The user attempted to delete the last agent from ACD group 
are waiting 
on ACD group XX XX, thereby deleting group XX itsetf. There are ACD calls 
waiting for group XX, so the deletion cannot be permitted at 
this time. 
Cannot disable option when ACD 
programming is present The user is attempting to disable System Option 41 
(Automatic Call Distribution) when there is ACD programming 
present in one or all of CDE Forms 38,39,40 and 41. 
Checking 
status of printer(s) The system is checking status of printer(s) - during this time 
the CANCEL softkey may be pressed to return the user to the 
previous level. 
Delete ACD Group XX from ACD The user attempted to delete the last agent from group XX, 
SUPERVISOR3 
form before deleting which would have the effect of deleting group XX itself. 
last agent Group XX is referenced in the ACD SUPERVISORS form, so 
it must be deleted from that form first. Then the user is 
allowed to delete the last agent, which deletes the group. 
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							Appendii A - ACD Messages 
Table A-l ProgrammIng Error Messages 
(continued) 
Error Message 
Delete ACD Group Xx from ACD 
PATH W before deleting last agent 
Meaning 
The user attempted to delete the last agent from group XX, 
which would have the effect of deleting group XX itself. 
Group XX is referenced in the ACD PATH form, for path 
number W, so it must be deleted from that form first. Then 
the user is allowed to delete the last agent, which deletes the 
group. 
Extension xXxXx can’t have a key A key template cannot be enabled in the COS because the 
template 
and BLP module at the same extension has an associated SWERSETDSS Module. The 
time two features are mutually exclusive. 
First Status Threshold must be start Adjust the intetflow timeout as indicated. 
time of previous recording 
Form access disallowed, enable 
Automatic Call Distribution System 
OptiOll 
invalid Intefflow Point 
The user is attempting to program an ACD CDE form when 
ACD is not enabled in the system. System Option 41 
(Automatic Call Distribution) must be enabled. 
The access code entered for the lnterllow point is 
non-existent or illegal. Legal points are: LDNs, stations, sets, 
consoles, ACD paths, station/set hunt groups, UCD agent 
hunt groups, nightbells, and system speedcall numbers. 
Key 
number XX has MAKE BUSY Each agent template can only have one MAKE BUSY key 
programmed programmed. 
Key number XX has QUEUE STATUS An agent keys template can only have one-QUEUE STATUS 
ProgMnmed key programmed; or a supervisor keys template can only 
have one QUEUE STATUS key programmed if there is 
already one AGENT STATUS key programmed. 
Key number Xx has SBIFT 
programmed 
Each template can only have one SHIFT key programmed. 
Maximum Afterwork Timer is 15:OO The user entered a timer out 6f range. 
Maximum Time is 54100 The user entered a timer out of range for Start Time or one 01 
the thresholds. 
Multiple QUEUE STmS keys not The user is attempting to program more than one queue 
allowed with AGENT STATUS keys status key for a template that has an agent status key 
programmed. Only one is allowed if an agent status key is 
present. 
Must delete all appearances of XX Thii ACD path cannot be deleted because its access code is 
l?omCAILREROUTINGTABLE defined in the CALL REROUTING table (Form 19). 
Must delete all appearances of XX This ‘ACD path cannot be deleted because its access code is 
from answer points in NON-D&IN defined in the NON-DIAL-IN TRUNKS form (Form 14). 
trunks 
No 
printer(s) defined for ACD No printers for ACD have been programmed in CDE Form 
34. 
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Table A-l Programming Error Messages 
(continued) 
Error Message Meanlng 
3NS Port 
access code XXXXX does The access code entered for the Alternate Music Source 
lot exist Between Recordings, or Music Source Following a Recording 
is non-existent or illegal. 
3ption XXX cdlicts with this option Only one of the ACD COS options (ACD agent, ACD 
supervisor, ACD senior supervisor) can be enabled in the 
same COS. 
ation 
41 must be enabled Option 41 (Automatic Call Distribution) must be enabled 
before this option can be enabled. 
ation 44 
must be disabled The user is attempting to disable Option 41 (Automatic Call 
Distribution). 
hinter(s) busy, try later Printers are programmed, but the system cannot find at least 
one that is idle. 
Recording access code XXXXX does The access code entered for a recording is nonexistent or 
mot exist illegal. The code must be for a recording hunt group. 
start 
time of a recording must be c Adjust the start time as indicated. 
[nterflow Timeout 
Start time of a recording must be c 
start time of the next recording Adjust 
the recording start times as indicated. 
Start time of recording must be > start Adjust the recording start times as indicated. 
time of the previous recording 
Supervisor XxXx does not exist 
A supervisor with ID XXXX cannot be displayed, as 
requested via the FIND SUPER key, because this access 
code has not been assigned to a supervisor. 
remplate number must be in range 
V-3) 
The template number is out of range. 
I’he access code XXXX is already 
assigned In the paths form the error is: The access code entered for 
this ACD Path is already 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 subforrn 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 specified 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 The maximum number of ACD positions is 999, which 
are 
already assigned includes all position types. 
The SUT!ERSET has a BL,F module The COS being assigned to the set, which has a SUPERSET 
and 
camot have a COS with a key DSS Module associated with it, has a key template enabled. 
template 
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							Arwendii A - ACD Messages 
Table A-l Programmlng Error Messages 
(continued) 
Error Message 
The value XX is outside valid range 
for 
ACD agent group (l-50) 
xXxXx is an 
ACD agent ID 
XXXXX is an ACD supervisor 
Meaning 
The given value is outside the valid range. 
The specified supervisor ID from FIND SUPER is an ACD 
agent. 
The user has entered a supervisor ID for FIND AGENT. 
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							Appendix B. 
PLANNER SHEETS 
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 configuring an ACD system. 
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							Appendii B - Planner Sheets 
0 1 
0 2 
0 1 
AGENT GROUP PLANNER 
ACD TELEMARKETER@ 
INSTRUCTIONS 
Use this planner as an aid in distributing the work-load of the agent groups. Complete this form before the Path 
Planner. Once completed, transfer the Agent Group Number to the appropriate group (Primary, 1 St, 2nd, or 3rd) 
on Line 3 of the Path Planner. 
1. Overflow timer default is 9 minutes (maximum 54 minutes). This is the maxfmum time a call can be queued on the 
group before overflowing. Prediction may allow the overflow before the timer expires. 1 St threshold default is 3 
minutes (maxjmum 54 minutes), 2nd threshold default is 6 minutes (maximum 54 minutes). These are indications 
for the agents (queue status) of how long the calls have been waiting to be answered. Afterwork timer default is 0 
minutes (maximum 15 minutes). This is the amount of time an agent has after completing a call before rece’ting 
the next call. 
2. Use this 
box to indicate how many paths the Agent Group is involved in. (P=primary, 1 =1 st. overflow group, 2=2nd 
overflow group, 3=3rd overRow group). Transfer the Agent Group Number ti the Path Planner (one for each Path 
indicated in the box). 
Agent Group #: 
Agent Group #: _ 
Name: Name: 
OverfiowTime_ :_ 
IstThreshold _ 
: _ 
2ndThreshofd _ : _ 
AfterWork _ :_ 
Agent Group #: 
Name: 
Overflow The _ : _ 
1stThreshold _ : _ 
2nd Threshold _ : _ 
After Work _ : _ 
Ovem0uime_ : 
1 St Threshold . 
-. 
2nd Threshold_ I- 
I 
AfterWork - :-.- OverflowTime 
* 
-me 
-.- 
2nd Threshold -.e 
AfterWork- :- 
Agent Group #:_ 
OverflowTime_ 
: _ 
1 st Threshold -.m 
2nd Threshold _ : _ 
Paths using this group: 
Path # CXerfiow # 
(P, 1, 2, 3) Agent Group #:_ 
overflow Time _ 
: _ 
1 sf Threshold _ 
2nd Threshold _ 
: _ 
Ovemouime- : - 
-.e 
2nd Threshold ’ 
-.- 
Agent Group #:_ 
Name: 
ovem0w Trme _ 
: _ 
1stThreshold _ :_ 
2nd Threshold _ 
: _ 
After Work _ :_ 
‘wi 
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