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

							ACD TELEMARKETER Application Package 
3-6 Issue 1 Revision 1 /April 1996 9109-097-620-NA 
l If multiple agents are available, the call rings the longest idle agent; if not, caller 
waits for first recorded announcement. 
Note: Once the agent set begins ringing, the call must be answered. If the called agent fails to answer 
within the period programmedforthe Forward Timer in the agent’s COS, the system forces the 
agent’s set into Make Busy and routes the call to another agent in the group. This operation is 
transparent to the caller. 
3. 
4. 
5. 
6. 
7. 
8. 
9. System connects caller to the first available RAD in the first recording group de- 
fined for the path. 
l Caller listens to first recording. Call remains queued on first agent group. 
When RAD message ends, system connects call to music-on-hold (MOH) source 
or to first alternate source as defined for the path. 
l Caller hears music or alternate source. 
After time interval programmed in the path for Recording 2 starts, system connects 
call to first available RAD in second recording group defined for the path. 
l Caller listens to second recording. Call remains queued on first agent group. 
System connects call to MOH source or to second alternate source as defined for 
the path. 
l Caller hears music or alternate source. 
l Caller continues listening to music and recorded announcements until an agent 
is available. Timing is set in CDE. 
l Up to four recordings can be programmed for each path. 
If the call remains queued against the first agent group for a period exceeding the 
overflow time programmed for the group, the system adds the first overflow group 
defined for the path. 
l Caller is now queued on two groups. 
l Caller continues listening to music and recorded announcements until an agent 
is available. 
l Caller retains position in queue for primary agent group. 
l Path priority determines position of call in overflow group. 
The system can add up to three overflow groups if a call remains unanswered. 
Overflow times are programmed individually for each agent group. Figure 3-2 
shows how overflow groups are added as the caller waits in the queue. 
The system performs a load calculation when each new call arrives at an agent 
group, or when the status of an agent changes. If the system predicts that a call 
will not be answered before the overflow timer expires, the system forces an 
immediate overflow. This predictive overflow is always enabled. 
As shown in Figure 3-2 if the call remains unanswered for a period exceeding the 
Inter-flow Timeout programmed for the path, the system routes the call to the 
interflow point which can be an internal or external destination. The call is handled 
as a call reroute.  
						

							ACD TELEMARKETER Feature 
Time B 
interflow 
Timeout 
Ringback Queue on 
Delay Primary Agent 
Grouo J 
- 
Queue on 
First Overflow 
Agent Group 
Queue on 
Second Overflow 
Agent Group 
Queue on 
Third Overflow 
Agent Group 
l 
To Interflow 
Point 
Figure 3-2 Overflow/lnterflow 
9109-097-620-NA 
Issue 1 Revision 1 /April 1996 3-7  
						

							ACD TELEMARKETER Application Package 
ACD Sets 
3.4 The SUPERSET 4, SUPERSET 4 10 and SUPERSET 420 telephones (Figure 3-3 to 
Figure 3-5) used by ACD positions provide call status and progress information about 
agent groups and individual agents. A supervisor’s set (SUPERSET 4 or 
SUPERSET 420) provides agent reports and queue status reports for the 
supervisor’s agent groups. An agent’s set (SUPERSET 4, SUPERSET 410 or 
SUPERSET 420) provides queue information for the agent’s group. 
SUPERSET 4, SUPERSET 4 10 and SUPERSET 420 telephones used with the 
ACD TELEMARKETER Feature Package offer: 
. 
. 
. 
. 
. 
. 
. 
. 
. 
. 
. Single key feature activation 
Supervisor monitoring of agent calls with or without agent notification 
Agent help requests during a conversation -transparent to ACD callers 
(not applicable to SUPERSET 410 telephones) 
Handset/handsfree/headset operation. (COS Option number 612 must be enabled 
in the user’s COS prior to operation. The telephone handset should remain offhook 
when headsets are in use) 
LCDs load status information 
Auto answer 
Time and date display (SUPERSET 4 and SUPERSET 420 telephones) 
Path name display when calls are presented to the agent. (Not applicable to 
SUPERSET470telephones.) When COS Option 654 
- ACD Display Path Always 
(available in software loads F41 .O and above) is enabled, the path name remains 
on the display for the duration of the call. 
Make Busy keys to temporarily block ACD calls from agents sets 
A programmable name for every ACD entity: paths, RADs, groups, agents and 
supervisors 
A programmed set of speedcall keys (via CDE programming) 
Automatic Number Identification (ANI) and Dialed Number Identification Service 
(DNIS) are available with LlGHTWARE Enhanced software through COS options pro- 
grammed during Customer Data Entry (CDE). ANI provides the telephone number of 
the calling party; DNIS provides the telephone number dialed by the calling party. Refer 
to Practice 9109-097-l 05-NA, Features Description, for details. 
3-8 Issue 1 Revision 1 /April 1996 9109-097-620-NA  
						

							ACD TELEMARKETER Feature 
Line status Indicators 
/ 
Figure 3-3 SUPERSET 4 Telephone 
Line 
Select 
Line Status 
/ Keys 
I nd icat0 IS 
Line 
Figure 3-4 SUPE/?SET41Q Telephone 
Issue 1 Revision 1 /April 1996 3-9  
						

							ACD TELEMARKETER Application Package 
Figure 3-5 SUERSET 420 Telephone 
ACD Positions 
3.5 
The ACD TELEMARKETER feature package supports three types of positions: senior 
supervisors, supervisors, and agents. Figure 3-6 shows an example of the ACD 
hierarchy. 
ACD calls entering the system normally terminate on agent positions (SUPERSET4, 
SUPERSET 470 or SUPERSET 420 telephones). Agents handling similar types of 
calls are arranged in agent groups. Supervisors and senior supervisors 
(SUPERSET 4 
or SUPERSET 420 telephones) monitor agent and system performance, but do not 
handle ACD calls. 
As shown in Figure 3-6 every supervisor, senior supervisor, and agent has an ID 
number. This is a l- to 5-digit number assigned during customer data entry. Before 
they can receive ACD calls, the agent or supervisor must log in to the system by dialing 
an access code followed by the appropriate ID number. Agent groups and the three 
ACD positions are described below. 
The PABX treats the ID number assigned to each position as an access code. This 
number can be directly dialed by other devices in the system as normal extension 
numbers. 
Note: An ACD agent is considered not available for an ACD call if the agent is on its prime key or any 
other line key appearing at the telephone. 
3-10 Issue 1 Revision 1 /April 1996 9 109-097~620-NA  
						

							ACD TELEMARKETER Feature 
Senior Supervisor 
Name: Reynolds G 
ID: 4400 
Supervisor 
Supervisor 
Name: Godin 
L. Name: Wallace J. 
ID: 2200 
ID: 3300 
Agent Group 
Name: AN Sale 
Agent 
Name: Nantel S. 
ID: 2210 Agent Group 
Name: Ret-class 
Agent 
Name: Peters J. 
ID: 2215 Agent Group 
Name: Tickets 
Agent 
Name: Gilmour J. 
ID: 3310 Agent Group 
Name: Inquiry 
Agent 
Name: Gilmour J. 
ID: 4410 
Agent 
Name: M iddleton Agent 
Name: McKay A. 
ID: 2216 Agent 
Name: Proctor L. Agent 
Name: Hendron T. 
Agent 
Name: Proctor L. 
ID: 2212 Agent 
Name: Davis M. 
ID: 2217 Agent 
Name: Barker R. 
ID: 3312 Agent 
Name: Ruby M. 
ID: 4412 
Figure 3-6 Hierarchy of ACD Positions 
Agent Group 
An agent group consists of one or more persons, called agents, that handle incoming 
ACD traffic. Each agent group must contain at leastone member; the maximum number 
of agents in a group is 100. The ACD system accepts up to 50 agent groups. 
As shown in Figure 3-6 each agent group must be set up to report to either a supervisor 
or a senior supervisor (never both). Supervision requirements are determined by the 
customer and are usually dictated by the size of the group. 
Agent groups are created through Customer Data Entry (CDE) by entering in the ACD 
agent groups form (Form 39) an agent group number in the range 1 through 50. An 
optional name can also be given to the group to assist in identifying the group’s function. 
Members are added to the group though CDE by entering a I- to 5-digit ID number 
and an optional name for each agent. 
9109-097-620-NA Issue 1 Revision 1 /April 1996 3-l 1  
						

							ACD TELEMARKETER Application Package 
Each agent group has timers that govern events such as: 
l the time granted to an agent for completing paperwork after an ACD call, 
l the length of time a call will remain unanswered in the group before overflowing, 
and 
l turning on and off visual indicators that show calls have been unanswered for a 
time exceeding a programmed threshold level. 
Refer to the programming section of this practice for details about creating agent groups 
and the fields on the agent groups form. 
Agent 
The ACD TELEMARKETER feature terminates ACD calls at agent positions. In most 
ACD installations, all callers routed to an agent are requesting similar information or 
seeking a similar service. Agents can then be trained and equipped to provide the 
information or service requested by the caller. 
The system routes calls to an agent only after the agent logs in to the ACD system. 
Once the agent has logged in, the system recognizes the agent as being a member 
of a specific agent group. 
The 
SUPERSET 4, SUPERSET 410 and SUPERSET 420 telephones used by the 
agent are each equipped with a feature key to temporarily block ACD calls from ringing 
the set. Other feature keys provide information about the current status of the agent 
group. 
In many cases, an agent must be given the flexibility of moving between agent groups. 
If, for example, the ACD agent group handling long distance trunks is suddenly over- 
loaded and calls are overflowing to an alternate group, significant financial gain could 
result by reassigning Agents to the busy groups until the traffic subsides. 
Since the ACD system uses the ID number to determine the members of an agent 
group, providing the agents more than one ID number allows the agents to be members 
of more than one group. To move between groups, the agent logs in using the ID 
appropriate to the group. Only the ID number must be unique; an agent name can 
appear in any number of groups. 
Supetvisor 
The supervisor ACD position is for individuals who “supervise” the agent groups. Each 
supervisor is responsible for at least one agent group and reports to 
a senior supervisor. 
Supervisors do not answer ACD calls. The 
SUPERSET4or SUPERSET420telephone 
used by the supervisor is equipped with special feature keys that allow the supervisor 
to view agent activities individually or as a group. 
Senior Supetvisor 
The senior supervisor oversees the supervisors and is, therefore, the highest level in 
the hierarchy of ACD positions. In smaller installations, however, where a supervisor 
is not required between the agent group and the senior supervisor, agent groups may 
report directly to the senior supervisor. The senior supervisor does not answer ACD 
3-l 2 Issue 1 Revision 1 /April 1996 9109-097-620-NA  
						

							ACD TELEMARKETER Feature 
calls. The SUPERSET 4 or SUPERSET telephone used by the senior supervisor 
is equipped with special feature keys, similar to the supervisor set, with emphasis on 
queue activity. 
ACD TELEMARKETER Reporting System 
3.6 The ACD TELEMARKETER Reporting System runs on an IBM@ PC AT or compatible 
connected to the SX-200 DIGITAL PABX or SX-200 LIGHT PABX through an 
RS-232C interface. The system is easy to learn, using menu driven displays with 
full-color graphics. On-line help is available for all commands and applications. 
During initial installation, the user creates a reporting system database containing all 
agent, path, and trunk information. Once operational, the PC collects data from the 
SMDR information generated by the PABX, analyses the information using the repor-t- 
ing system database, and generates a series of detailed reports covering agents, 
groups, paths and trunks. 
Daily reports can be printed automatically 
at predetermined times. Weekly and monthly 
summaries can also be printed upon request. Printed reports record timesto the second 
for all categories, thus highlighting call handling efficiency and agent performance 
problems. 
Daily reports generated from this database include: 
l ACD Agent Daily Activity Report listing hourly totals by agent ID 
l Agent Group Daily Activity Report with hourly totals handled by each agent group 
l Trunk Daily Activity Report with hourly totals of calls handled by individual trunks 
l Path Activity Report with detailed statistics for all ACD calls 
Weekly and Monthly Summary Reports include: 
l Agent Activity Summary Report with daily totals by ID and agent name 
l Agent Group Summary Report listing daily totals by agent group 
l Trunk Summary Report with daily totals of calls carried by a particular trunk 
l Path Activity Report listing daily totals by path 
Recorded Announcements 
3.7 A recorded announcement device (RAD) is a digital or endless-loop tape unit that can 
store one or more pre-recorded messages. The required RADs are designed for con- 
nection to ONS circuits and appear as a standard telephone to the PABX. The RAD’s 
message is played when the unit is triggered by ringing current. In the 
ACD TELEMARKETER feature, the recorded messages are given while callers are 
waiting in the queue for a free agent. 
The SX-200 DIGITAL and SX-200 LIGHT systems support both intelligent and dumb 
RADs. An intelligent device hangs up when the message is finished. A dumb device 
provides a fixed-length recording (such as a tape) and the system must hang up on 
the device to prevent callers from listening to a long period of silence at the end of the 
message. 
9109-097-620-NA 
Issue 1 Revision 1 /April 1996 3-13  
						

							ACD TELEMARKETER Application Package 
Recording Groups 
3-14 
The recorded announcement feature is implemented using one or more RADs pro- 
grammed into a specialized hunt group called a recording group. Each RAD in the 
group contains the same announcement. 
Recording groups are formed using hunt groups of regular ONS ports and are defined 
during CDE in Form 17, Hunt Groups. Referto the programming section of this Practice 
for details. 
Recording Group Operation 
When a call rings a recording group, the first available idle RAD answers the call and 
connects its recording. If all RADs in a recording group are busy, the caller camps onto 
the group to wait for a free recording. When a recording becomes available, the system 
connects all waiting callers to a listen-only conference with the recording. (The lis- 
ten-only conference does not use any PABX conference resources.) When the record- 
ing finishes, the callers are removed from the conference and are connected to music 
or silence as defined in the ACD Path programming form (Form 41). 
Note: 1. The system does not use a special CODEC gain setting for listening to a recording. The gain 
is the same as for ringback, or set to no gain. 
2. A RAD is always rung with the standard ringing cadence. 
3. Callers are never connected after the RAD starts its message. 
RAD Failure 
The ACD system handles four types of RAD failures: 
Failure to Answer: The system considers the RAD to have failed if it does not answer 
within the fixed interval of 30 seconds. The system clears ringing, puts the RAD into 
Do Not Disturb (DND), turns on the console alarm icon, and creates a maintenance 
log entry as shown in the following example: 
1994-NOV-15 12:47:04 Recording dev test failed at 01 01 01 00 
Failure to answer Alarm code = 123 
Failure to Hang Up: The system detects failure to hang up when the system ends the 
recording. 
The hangup time is set by COS option 404 - Recording Failure to Hangup 
Timer, which has a range of 1 through 255 seconds. The timer starts after the PABX 
hangs-up on the RAD. The RAD must clear down within the programmed interval. 
Otherwise, the PABX puts the RAD into DND, turns on the console alarm icon, and 
creates an entry in the maintenance log as shown in the following example: 
1994-NOV-15 12:47:04 Recording dev test failed at 01 01 01 00 
Fail to hang-up. Alarm code = 123 
False Origination: If a RAD generates a false origination, the system puts the RAD 
into a suspended state. After the suspended timer expires, the RAD is placed into a 
lockout state. If the RAD goes on hook while in either suspended state or lockout state, 
the RAD is returned to idle and is immediately available to the system. 
Issue 1 Revision 1 /April 1996 9 109-097-620-NA  
						

							ACD TELEMARKETER Feature 
Card Failure: If the system detects a card failure, such as the card being unplugged 
or the bay going down, the RAD is placed into a busy-out state. Any callers listening 
to the RAD are handled as though the RAD had gone on hook. The RAD is not placed 
in DND unless it was ringing at the time (which is treated as a ring-no-answer). When 
returned to service, the RAD is in idle state. 
Removing DND from RAD 
The system places a RAD into DND whenever the RAD fails to answer or fails to hang 
up. DND can be removed from a RAD by accessing the attendant console stations 
feature, dialing the RAD, and pressing the DND softkey. DND can also be cleared from 
the maintenance terminal by using the Clear Features key. 
Removing DND from a RAD generates the following maintenance log entry: 
1994-NOV-15 12:47:04 Ons Card passedat 0101 00 ext1101 
Recording device test Alarm code 123 
9109-097-620-NA Issue 1 Revision l/April 1996 3-15