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Mitel Sx 200 Digital Pabx, Light Pabx Telemarketer Application Package Instructions Manual
Mitel Sx 200 Digital Pabx, Light Pabx Telemarketer Application Package Instructions Manual
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Appendix B - Planner Sheets 0 1 0 2 ACD TELEMARKETEe PATH PLANNER Purpose of this Path: Y 3 I? Y E P 3 2 2 z i 4 4 4 0 3 Prim a73 1 st Overflow 2nd Overflow 3rd Overtlow Agent roup _ Agent Group - Agent Group - Agent Group 0 Overflow Group Yes 4 Exists Exists Exists 1 No v T I Intemow? 0 5 Interflow Timeout: - : - Allow Overflow to Interflow Point before timeout2 I Y/N lntem0w Point: # or Drop. Y/N INSTRUCllONS: 1. Complete a Path Planner for each path. 2. Caller cab listen to HADs with the option of Music on Hold (MOH) or an alternate music source/recording bekween the RADs. (HAD = 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 Interflow Timeout is 54 minutes. The call 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 starts when the call enters the path. 9109-09+62O-NA Issue 3 Revision 0 620 B-15
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Appendii B - Planner Sheets Name: Path Access: Priority: Path #: Delay to Answer: Path Service Level: ACD TELEMARKElEFi@ PATH PLANNER Purpose of this Path: I r No No No 4 ‘1‘ 01 5 Interflow limeout: - : - Allow OverRow to interflow I Point before timeout? Y/N INSTRUCTIONS: 1. Complete a Path Planner for each path. 2. Caller can listen tc PADS with the option uf 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 cf three Overlfow 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 lntemow 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. Interflow time starts when the call enters the path. 9109-096-62O-NA Issue 3 Revision 0 620 B-17
ACD TELEMARKETER Application Package This page intentionally blank 620 B-18 Revision 0 9109-096-62O-NA Issue 3
index A Access Codes ACD Path, 620 9-13 Agent ID, 620 9-2,620 9-3 Feature, 620 92,620 9-8 Hunt Group, 620 9-16,620 9-17 Recording, 620 9-16 Supervisor ID, 620 9-10 ACD Agent Set Auto Answer, 620 5-7 Help Softkey, 620 5-6 LCD indicator, 620 6-3 Make Busy, 620 5-3 Queue Status Key, 620 5-4 ACD Call Flow, 620 3-5 ACD Overview, Automatic Call Distribution, 620 2-l ACD Path, 620 3-2,620 3-6 Interflow, 620 3-4 Overflow, 620 3-3 Path Access, 620 3-2 Path Access Code, 620 3-2 Path Priority, 620 3-2 Rerouting, 620 3-2 Service Level, 620 3-3 ACD Path Programming, 620 9-15 ACD Positions, 620 3-l Agent, 620 3-1,620 3-l 0 Senior Supervisor, 620 3-1,620 3-l 0 Supervisor, 620 3-1,620 3-10 ACD Supervisor Set, 620 6-l Agent Status Key, 620 6-6 LCD Indicator, 620 6-8 Operation, 620 6-6 Call Monitoring, 620 6-12 Help Call, 620 6-13 Login, 620 6-l Logout, 620 6-2 Queue Status Key, 620 6-3,620 6-10 LCD Indicator, 620 6-5 Shift Key, 620 6-11 ACD Supervisors, 620 9-9 ACD TELEMARKETER Reporting System, 620 3-1,620 3-13 Agent, 620 3-1,620 3-l 0,620 3-12 Agent Group, 620 36,620 3-11 Agent Group Planner, Fields 1 st Threshold, 620 44 2nd Threshold, 620 44 After Work, 620 AA 9109-096-62O-NA Issue 3 Revision 0 Agent Group #, 620 44 Name, 620 44 Overflow lime, 620 4-4 Paths Using This Group, 620 45 Agent Shift Summary Record, 620 7-l Agent Status Key, 620 6-6 Alternate Music Source, 620 3-4 Auto Answer, 620 5-7,620 9-9 Automatic Route Selection (ARS) ,620 34 C Call Handling, 620 3-5 ACD Caller, 620 3-5 Longest Idle Agent, 620 3-5 Music on Hold (MOH), 620 3-6 Overflow, 620 3-7 Path, 620 3-6 RADs, 620 3-6 Call Monitoring, 620 6-12 Operation, 620 6-12 Call Queueing, 620 2-1 CDE Form ACD Agent Groups Form (39)) 620 3-l 2, 620 &4,620 g-2,620 9-3 ACD Agent Groups Subform (39), 620 9-4, 620 94 ACD Keys Template (38), 620 96,620 9-7 ACD Path (41)) 620 3-14,620 45,620 4-7,620 4-8,620 4-9 ACD Supervisor Form (40), 620 99,620 9-10 ACD Supervisor Subform (40), 620 9-l 0, 620 9-11 COS Define (03), 620 98,620 9-8 Directed IO (34), 620 7-5 Hunt Groups (17)) 620 3-l 4,620 4-7,620 9-16 System Options (04) 620 9-l CDE Form Number 03 (COS Define), 620 98,620 9-8 04 (System Options Form), 620 9-l 17 (Hunt Groups), 620 3-14,620 4-7,620 9-16 34 (Directed IO), 620 7-5 38 (ACD Keys Template), 620 96,620 9-7 39 (ACD Agent Groups Form), 620 3-l 2, 620 44,620 g-2,620 9-3 39 (ACD Agent Groups Subform), 620 9-4, 620 9-4 40 (ACD Supervisor Form), 620 9-9,620 9-10 40 (ACD Supervisor Subform), 620 9-l 0, 620 9-11
Index 41 (ACD Path), 620 3-14,620 4-5,620 4-7,620 4-8,620 4-9,620 9-12 CCIS Option, Loop Start Trunk to ACD Path Connect (812), 620 3-2,620 9-15 COS Option Number, 812 (Loop Start Trunk to ACD Path Connect), 620 9-15 See also COS Options COS Options Forward Timer, 620 3-6 Recording Failure to Hangup Timer, 620 3-15 Customer Data Entry. See Programming D Dial-In Trunks, 620 3-2 F Feature Access Code, ACD Silent Monitoring, 620 612 G Group Summary Report, 620 7-4 H Help Call, 620 6-13 Help Softkey, 620 5-6 I Interflow, 620 3-4 Interflow Enabled, 620 9-14 lnterffow Point, 620 M Interflow Point Access Code, 620 9-14 InterRow Timeout, 620 3-7,620 9-14 L Load Calculation, 620 3-3 Login, 620 5-l Logout, 620 5-2 Longest Idle Agent, 620 3-5 2 M Make Busy, 620 5-3 Monitors Accessing, 620 8-2 Agent Activity, 620 831,620 8-31 Softkeys, 620 8-31 Terms, 620 8-32 Agent Programmed Data, 620 8-27,620 8-28 Softkeys, 620 8-28 Terms, 620 8-29 Agent Statistics, 620 8-29,620 8-29 Softkeys, 620 8-30 Terms, 620 8-30 Agent Summary, 620 8-26 Out of Range, 620 8-25 Softkeys, 620 8-26 Terms, 620 8-27 Group Activii, 620 8-23,620 8-23 Softkeys, 620 8-23 Terms, 620 8-24 Group Programmed Data, 620 8-20,620 8-20 Softkeys, 620 8-20 Terms, 620 8-21 Group Statistics, 620 8-21,620 8-21 Softkeys, 620 8-22 Terms, 620 8-22 Group Summary, 620 8-l 8 Softkeys, 620 8-19 Terms, 620 8-18 Hierarchy, 620 8-2 Password. See Monitors Path Activity, 620 8-14,620 8-15 Softkeys, 620 8-16 Terms, 620 8-16 Path Programmed Data, 620 8-10,620’ 8-10 Softkeys, 620 8-11 Terms, 620 8-10 Path Statistics, 620 8-12,620 8-12 Softkeys, 620 8-14 Terms, 620 8-13 Path Summary Display, 620 8-7 Softkeys, 620 8-9 Terms, 620 8-8 System A&ii Monitor, 620 8-4 Display, 620 8-4 Softkeys, 620 8-5 Terms, 620 8-5 Music on Hold (MOH), 620 3-6 Music Source, 620 3-4 Revision 0 9109-096-62O-NA Issue 3
m . I Index N Non-Dial-In Trunks, 620 3-2,620 9-13 0 Overflow, 620 3-7 Overflow Groups, 620 33 P Path, 620 3-2 Path Access, 620 3-2 Path Access Code, 620 3-2 Path Planner, Fields Allow InterRow to Interflow, 620 4-9 Delay to Answer, 620 4-7 Interflow, 620 4-6 Internow Point, 620 &6 lntertlow Timeout, 620 4-9 MOH or Ext #, 620 4-7 Name, 620 4-5 Overflow Group Exists, 620 4-6 Path Access Code, 620 4-5 Path Number, 620 4-7 Primary Agent Group, 620 4-6 Priority, 620 4-7 Purpose of Thii Path, 620 4-5 Queued Calls, 620 4-6 Recording 1,620 4-7 Recordings 2 - 4,620 4-6 Path Priority, 620 3-2,620 9-15 Planning Agent Group Planner, 620 4-2,620 4-3 Grouping Agents, 620 4-l Incoming Calls, 620 Q-1 Path Planner, 620 4-5620 4-6 RAD Planning, 620 4-2 Programming, 620 9-l ACD Agent Groups, 620 9-2 ACD Keys Template, 620 9-6 ACD Path, 620 9-12 ’ ACD Path (Form 41) 620 9-12 ACD Recording Hunt Groups, 620 9-15 ACD Silent Monitoring Enable, 620 6-12 ACD Supervisor Form, 620 6-l ACD Supervisors, 620 9-9 Call Rerouting Table (Form 19)) 620 9-13 COS Define, 620 9-6 Non-Dial-In Trunks (Form 14)) 620 9-l 3 Printer Assignment, 620 7-5 System Options, 620 9-l 9109-096-62O-NA Issue 3 Q Queue Status Key, 620 54,620 6-3,620 6-10 R RADs, 620 3-13 DND, 620 3-15 Failures, 620 3-15 Card Failure, 620 3-15 Failure to Answer, 620 3-l 5 Failure to Hang Up, 620 3-15 False Origination, 620 3-15 Recording Groups, 620 3-14 Removing DND, 620 3-15 Recorded Announcement Devices @ADS), 620 Recording Groups, 620 3-14 Operation, 620 3-l 4 Reports, 620 7-l Agent Shift Summary Record, 620 7-l Group Summary Report, 620 74 Fields, 620 74 Path Reports, Fields, 620 7-3 Printing, 620 7-5 Commands Quit, 620 7-6 Set, 620 7-7 Show, 620 7-6 Report Commands, 620 7-6 Ringback Delay Timer, 620 3-6 S Senior Supervisor, 620 3-1,620 3-l 0,620 3-13 Service Level, 620 3-3,620 6-13,620 9-14 Service Time, 620 6-13,620 9-14 Shift Key, 620 6-11 Silent Monitoring. See Call Monitoring SiJPERSET4 Telephone, 620 3-9,620 3-10 Supervisor, 620 3-1,620 3-l 0,620 3-12 Supervisor Reports Agent Status, 620 6-7 Queue Status, 620 6-4 System Option ACD Reports (44), 620 9-2 ACD Silent Monitoring (42), 620 9-2 ACD Silent Monitoring Beeps (43), 620 9-2 Revision 0 3
Index Automatic Call Distribution (41), 620 9-2 System Option Number 41 (Automatic Call Distribution), 620 9-2 42 (ACD Silent Monitoring), 620 9-2 43 (ACD Silent Monitoring Beeps), 620 9-2 44 (ACD Reports), 620 9-2 System Options, Automatic Call Distribution (41), 620 9-2 Overflow, 620 9-5 Ringback Delay Timer, 620 3-6 Threshold, 5-5,620 620 9-5 Trunk Access DID Trunk Routing Points, 620 9-13 Loop Start CO Trunks, 620 9-15 Loop Start DISA Trunks, 620 9-15 T Timers Afterwork, 620 9-5 Call Forward No Answer, 620 5-3 Delay for Ringback, 620 9-15 4 Revision 0 9109-09662O-NA Issue 3
Table of Contents 1. General .............................................................. l-1 Reasonforlssue ........................................................ l-l lntendedAudience.......................................................l- 1 Document Structure ...................................................... l-l Conventions............................................................l- 2 Associated Documents ................................................... l-2 2. ACDOverview.......................................................2-1 Automatic Call Distribution ............................ ACD Applications. ................................... Call Queuing ....................................... Staffing an ACD System .............................. Reports ........................................... Monitors.. ......................................... ....... ....... ....... ....... ....... ....... ......... 2-l ......... 2-l ......... 2-l ......... 2-2 ......... 2-2 ......... 2-2 3. ACD TELEMARKETER@ Feature. ..................................... 3-1 ACD TELEMARKETER Overview ........................................... 3-l ACD Path.. ............................................................ 3-l Path Access Code .................................................... 3-2 Path Priority ......................................................... 3-2 Path Access ......................................................... 3-2 Path Rerouting ....................................................... 3-2 Service Level ........................................................ 3-3 Overflow ............................................................ 3-3 Interflow ............................................................ 3-3 Music Between Recordings ............................................. 3-4 Alternate Music Source ................................................ 3-4 ACD Call Flow .......................................................... 3-5 ACDCaller .......................................................... 3-5 Typical Call Handling .................................................. 3-5 ACDSets .............................................................. 3-8 ACDPositions .......................................................... 3-10 AgentGroup.. ..................................................... ..3-11 Agent ............................................................ ..3-12 Supervisor ........................................................ ..3-12 SeniorSupervisor.....................................................3-1 2 ACD TELEMARKETER Reporting System .................................... 3-l 3 RecordedAnnouncements ................................................ 3-13 RecordingGroups .................................................. ..3-14 Recording Group Operation ............................................. 3-14 RADFailure ......................................................... 3-14 Removing DND from RAD .............................................. 3-15 4. Configuring an ACD System. ........................................ 4-1 Incoming Calls .......................................................... 4-l Grouping the Agents ..................................................... 4-l Recorded Announcement Planning .......................................... 4-2 PlannerSheets ......................................................... 4-2 Agent Group Planner.. ................................................... 4-2 AGENT GROUP PLANNER ............................................... 4-3 AgentGroup# ....................................................... 4-4 9109-097-620-NA Issue 1 Revision 1 /April 1996