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

							Appendii B - Planner Sheets 
0 1 
0 2 
0 1 
AGENT GROUP PLANNER 
ACD TELEMARKIXR@ 
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 maximum time a call can bs queued on the 
group before overflowing. Prediction may allow the overflow before the timer expires. 1 stthreshold default is 3 
minutes (maximum 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. Afterworkffmer default is 0 
minutes (maximum 15 minutes). This is the amount of time an agent has after completing a call before receiving 
the next call. 
2. Use this box to indicate how many pafhsthe Agent Group is involved in. (P=primary, 1 =l St. overflow group, 2=2nd 
overflow group, 3=3rd overflow group). Transfer the Agent Group Number tc the Path Planner (one for each Path 
indited in the box). 
Agent Group #: Agent Group #:_ 
Name: Name: 
Overflow Time _ : _ 
1 st Threshold _ : _ 
2nd Threshold _ : _ 
After Work _ : _ 
Paths using this group: ovemowTime_ 
: _ 
1 st Threshold . 
-.- 
2nd Threshold- : _ 
After Work - : _ 
Paths using this group: 
Eil;w/; Path # i 
Overflow Trme _ : _ 
1 st Threshold _ : _ 
2nd Threshold _ : - 
After Work _ : _ I 
01 2 Paths using this group: 
Path# I Ovemow# 
k-P-- 
Agent Group #:_ Agent Group # 
.- Agent Group #:_ 
Name: Name: Name: 
ovem0w Time _ : _ 
1 st Threshold _ : _ 
2nd Threshold _ : _ 
After Work _ : _ 
Paths using this group: 
E;;mv; Path # 1 
Agent Group #: _ Agent Group #:L 
Name: Name: 
Overflow Time_ : _ 
Overflow lime * 
-.- 
1 St Threshold _ : _ 
2nd Threshold ’ 
-._ 
After Work _ :_ 
Paths using this group: 
Ovemodime- : - 
Overflowlime_ :_ 
1 st Threshold _ 
2nd Threshold _ 
: _ 
After Work ’ 
-.s 
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							Appendix B - Planner Sheets 
Name: 
Path Access: 
Priority: !Jath#: 
Delay tc Answer: 
Path 3ervica Level: 
ACD TELEMARKfFTE@ 
PATH PLANNER 
Purpose cif this Path: 
0 3 
0 4 
+ + 
Prim 
Agent roup  % 1stoVedbw 
- Agent Group 
+ 
2nd Overffow 
----, Agent Group 
+ 
3rd Overflow 
- Agent Group 
1 
Overflow Group z 1 
Overflow Group yes 1 
overnow Group Yes 
Exists Exists Exists 
No No No 
W 
01 5 lnterflow Timeout: - : - 
Allow Overfiow to Interflow I Point before timeout? 
YIN 
I Yes 
I # or Drop. Y/N I 
INSTRUCTIONS: 
1. Complete a Path Planner for each path. 
2. Caller can listen tc PADS with the option of Music on Hold (MOH) or an alternate music source/recording between 
the PADS. (PAD = Hunt Group Access Code) 
3. Copy the appropriate Agent Group Number from the Agent Group Planner. 
4. The Primary AgentGroup must be programmed. The path has the option of three Overflow Groups and 
lnterfiow out of the Path. lf next Overflow Group is not programmed the call either interflows out 
of the path 
or remains as is until the call is answered or the caller hangs up. 
5. Default Interflow Timeout is 54 minutes. The call interRows (I enabled) or drops when the timer expires or 
when prediction indicates that the call will not be answered within the timer interval. Inter-flow time starts when 
the call entersthe path. 
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							Appendix B - Planner Sheets 
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0 2 
ACDTELEMARKETE8 
PATH PLANNER 
Purpose of this Path: 
Path Service Level: 
~~~~~~~~ 
9 s Y Y 
a 
: 8 8 d 
!! E B s 
: z z $ 
4 4 4 ’ i 
Prim 
% 1 st overflow 2nd DverfIow 3rd Overflow 
Agent roup _ Agent Group - Agent Group --, Agent Group 
0 3 
1 1 
0 4 Ove&lowGroup ‘*’ Overflow Group ye’ 1 
Overflow Group Yes 
Edsts Exists Exists 
No No No 
v 
T 
Interflow? 
t-+T-I No callstays 
I Point before timeout? 
# 
-I 
I 
lntem0w Point: 
Y/N or Drop. YiN 
INSTRUCTIONS: 
1. Complete a Path Planner for each path. 
2. Caller can listen to PADS with the option of Music on Hold (MDH) or an alternate music source/recording between 
the RADs. (PAD = Hunt Group Access Code) 
3. Copy the appropriate Agent Group Number from the Agent Group Planner. 
4. The Primary Agent Group must bs 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 is answered or the caller hangs up. 
5. Default Interflow limeout is 54 minutes. Thecall interlfows (iti enabled) or drops when the timer expires or 
when prediction indis that the call will not be answered within the timer interval. Interflow time starts when 
the call enters the path. 
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							Appendii B - Planner Sheets 
0 
Name: ACD TELEMARKET& 
1 Path Access: PATH PLANNER 
Priority: Path #: 
Delay to Answer: Purpose of this Path: 
Path Service Level: 
No No No 
-I- 
INSTRUCTIONS: 
1. Complete a Path Planner for each path. 
2. Caller can listen to RADs with the option of Music on Hold (MOH) or an alternate music source/recording between 
the RADs. (RAD = Hunt Group Access Code) 
3. Copy the appropriate Agent Group Number from the Agent Group Planner. 
4. The Primary Agent Group must be programmed. The path has the option of three Overflow Groups and 
Interflow out of the Path. lf next Overflow Group is not programmed the call either inter-flows out of the path 
or remains as is until the call is answered or the caller hangs up. 
5. Default Interflow Timeout is 54 minutes. The call interflows (ii enabled) or drops when the timer expires or 
when prediction indicates that the call will not be answered within the timer interval. lnterffow time starts when 
the call enters the path. 
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							Appendii B - Planner Sheets 
0 
Name: 1 
PathAccess: 
Pri0r.w Path #: 
Delay to Answer: 
Path Service Level: 
ACD TELEMARKETE8 
PATH PLANNER 
Purpose of this Path: 
4 4 4 4 
0 
3 
Prim 
=& 1stOVWfloW 2nd Overflow 3rd Overflow 
Agent roup _ Agent Group --, Agent Group _ Agent Group 
4 1 
1 
0 4 Overflow Group Yes Overflow Group Yes Overflow Group Yes 
&kits Exists E&k 
t 
I Point before timeout2 I 
I Y/N Yes 
intem0w Point: 
rb 
# 
or Drop. YM 
INSTRUCTIONS: 
1. 
Complete a Path Planner for each path. 
2. Caller can listen to PADS with the option of Music on Hold (MOH) or an alternate musk source/recording between 
the PADS. (PAD = Hunt Group Access Code) 
3. Copy the appropriate Agent Group Number from the Agent Group Planner. 
4. The primary Agent Group must be programmed. The path has the option of three Overflow Groups and 
Interflow out of the Path. lf next Overflow Group is not programmed the call either interflows out of the path 
or remains as is until the call is answered or the caller hangs up. 
5. Default lntedlow Timeout is 54 minutes. The cell interflows (if enabled) or drops when the timer expires or 
when prediction indicates that the call will not be answered within the timer interval. Interflow time stsrts when 
the call enters the path. 
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