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

							ACD TELEMARKETER Application Package 
3-l 6 Issue 1 Revision 1 /April 1996 9109-097-620-NA  
						

							9 Programming 
General 
9.1 Customer Data Entry for the ACD TELfMARKETE/? applications package involves 
specifying the routing of incoming ACD calls by entering data into a network of pro- 
gramming forms. Information in the forms is linked through a series of indexes and 
pointers. The forms which make up the ACD network are: 
l System Options (CDE Form 04) 
l Feature Access Codes (CDE Form 02) 
l ACD Agent Groups (CDE Form 39) 
l Agent Group Subform (CDE Subform 39) 
. ACD Keys Template (CDE Form 38) 
l COS Define (CDE Form 03) 
l ACD Supervisors (CDE Form 40) 
l ACD Paths (CDE Form 41) 
l Hunt Groups (CDE Form 17) 
I 
l Call Rerouting (CDE Form 19) 
System Options Form 
9.2 Figure 9-1 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. 
I System Options (Displaying ENABLED Fields) 
Automatic Call Distribution 
ACD Silent Monitoring 
ACD Silent Monitoring Beeps 
ACD Reports 
9109-097-620-NA STATUS 
Enabled 
41 
Enabled 42 
Enabled 43 
Enabled 44 
Figure 9-1 System Options Form (CDE Form 04) 
Issue 1 Revision 1 /April 1996 OPTION NUM 9-l  
						

							ACD TELEMARKETER Application Package 
Four fields on the System Options form control operation of the ACD TELEMARKETER 
feature. Table 9-1 defines the function of each field. 
Table 9-1 System Option Form Fields 
Option Function 
Automatic Call Distribution Setting this option to Enabled allows access to the programming 
(Option 
41) See Note. forms related to ACD. 
ACD Silent Monitoring (Option Setting this option to Enabled allows a supervisor to monitor ACD 
42) calls by dialing a programmed feature access code. 
ACD Silent Monitoring Beeps Set this option to Enabled if agents are to be notified when monitoring 
(Option 43) 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 
9109-097-221 -NA, Station Message Detail Recording. 
Note: 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). All 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 I- to 5-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 410 
or SUPERSET 420 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. 
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							Programming 
The fields on the ACD Agent Group form contain customer-defined data. Table 9-2 
defines the contents of each field. 
11 :Ol 21-DEE-94 alamr status = MAJOR 
> [ ACD GRP: 1 MITEL ] 
WENT ID 
1901 JIM JONES 
1902 JACK FROST 
1903 JOHN SMITH 
19Dl AGENT NfNiE 
JIM JONES 1 
/l-HUD GRP NFmE 
/2-FIND ID II-ADD I4-TOP I5-BOTTOM 
17-WENT GROUP Is-DELETE 1 P-OPTIONS 1 O- 
I I I I I 
Figure 9-2 ACD Agent Groups Form (CDE Form 39) 
Field 
ACD GRP 
The group number and name. 
ACD 
GROUP 
NUMBER 
ACD GROUP 
NAME 
AGENT ID 
AGENT NAME 
:* 
cos 
9109-097-620-NA Table 9-2 ACD Agent Group Fields 
Meaning 
A programmable field containing a l- or 2-digit 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. 
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. 
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 an asterisk (*). The same conditions apply to position names 
as well as to set names. 
The Class of 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 9-3 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. 
__ ^L 
ii :UL 2i-DEC-94 aiann status = HRJUii 
[ ACD GRP: 1 MITEL ] OPTIONS STfiTUS 
3 Aftenvork Timer (Mul:SS) D:OO < 
Uuerflarr Timer (tMl:SS) 9:OO 
First Status Threshold (M:SS) 3:OO 
Second Status Threshold (tM:SS) 6:OO 
Aftetwork Timer (lM:SS) 
l- 2- 
&QUIT 7- O:OO 
3- 4- 5- 
8- 9- & 
Figure 9-3 ACD Agent Groups Subform (CDE Subform 39 
Table 9-3 
ACD Agent Groups Subform Fields 
Field 
Afterwork Timer 
Cve!-f!ow Timer 
First Status 
Threshold 
Meaning 
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 the following paragraphs for additional 
information. 
An nntinnnl finlri used to sp&v the maximum time a w&inn ACD call remains , . . . -r .._. .-. .._._ , _. ._ . ..-_ . ..-... 
a- --- --.. .-...-...- 
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. Default value is 9 minutes. Refer to the following paragraphs for ad- 
ditional information. 
This time (range is 0 seconds to 54 minutes) must be less than the time specified 
in the Second Status Threshold. The field defaults to 3 minutes. Refer to the 
following paragraphs for additional information. 
Page 1 of 2 
9-4 
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							Programming 
Table 9-3 ACD Agent Groups Subform Fields (continued) 
I Field I Meaning I 
Second Status 
Threshold This timer (range 0 seconds to 54 minutes) must be greater than the time 
specified in the First Status Threshold field. 
The field defaults to 6 minutes. 
Refer to the following paragraphs 
for additional information. 
Page 2 of 2 
Aftennrork Timer 
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 wrap-up time (Afterwork 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. 
Overflowed 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 overflow time of three minutes and no agents 
are logged on in this group, the system ignores the timer and forces an immediate 
overflow to avoid an unnecessary delay to the caller. 
l The second case of overflowing before the specified time out arises during an 
overloaded 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. 
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. 
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							ACD TELEMARKETER Application Package 
ACD Keys Template Form 
Assigning ACD Keys 
9.5 
The ACD Keys Template Form (CDE Form 38) allows global programming of 
SUPERSET 4, SUPERSET 4 10 or SUPERSET 420 telephones that require common 
ACD feature keys. 
9-6 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 
SUPERSET 4, SUPERSET 470 or SUPERSET 420 telephones. 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 4 IO and keys two to twelve on the SUPERSET 420 telephone. This as- 
signment should be matched when programming a SUPERSET 4 telephone. The 
higher number keys on the SUPERSET should be assigned to other user-program- 
mable 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 three 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, SUPERSET470or 
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 StationslSUPfRSETTelephones 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: Line appearance keys assigned in the StationslSUPERSETTelephones form have priority over 
non-ACD feature keys when a position logs in. 
ACD Keys Template Display 
When selected during CDE, the ACD Keys Template form defaults to display the first 
Agent Ktjs template. The title line contains the type of template and the template 
number. 
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							Programming 
AGENT [l] KEY TYPE 
SPEED DIAL NUMBER PRIVATE 
02 
03 
04 
05 
06 
8: 
09 
IO 
11 
12 
13 Speed Dial 
Speed Dial 
Speed Dial 
Speed Dial 
Speed Dial 
Speed Dial 
Speed Dial 
Speed Dial 
Speed Dial 
Make Busy 
Queue Status 
Speed Dial 
04 Speed Dial 95552211 
95552212 
95552213 
95552214 
95552215 
95552216 
95552217 
95552218 
95552219 
1 95552220 
I 
I 95552213 
I I I I 
1 -AGENT 
2-SUPERVISOR 3-SENIOR 4-ACD KEYS 5- 
6-QUIT 
I 7-KN I 8- I 9-NON-ACD KEYS I o- 
Figure 9-4 Agent Keys Template (CDE Form 38) 
Several fields on the Keys Template form contain customer-defined data. Table 9-4 
defines the contents of each field. 
Table 9-4 ACD Keys Template Fields 
Field 
POSITION 
TEMPLATE 
NUMBER 
KEY 
TYPE 
SPEED DIAL 
NUMBER 
PRIVATE 
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. 
A programmable field defining the function of the set keys. Available options are 
dependant upon the position selected: 
Agent - Speed Dial, Make Busy and Queue Status. 
Supervisor - Speed Dial, Queue Status, Agent Status and Shift. 
Senior Supervisor - Speed Dial, Queue Status and Shift. 
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. 
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. If 
privacy is not requested, the speed dial entry appears on the set during dialing, 
or when a display key is requested. 
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							ACD TELEMARKETER Application Package 
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 de- 
scribed below in Table 9-5. 
[ CQS: 1 1 OPTI ON (DISPLAYING ENABLED) STATUS OPTION NUM 
Recording Failure to Hangup Timer 
l-255 seconds 30 404 
SUPERSET 
- Auto Answer 
ENABLED 
600 
SUPERSET 
- Headset Operation 
ENABLED 
612 
ACD 
- Agent Template ( O-3, O=disable ) 
0 
650 
ACD 
- Supervisor Template ( O-3, O=disable ) 
0 651 
ACD 
- Senior Supervisor Template ( O-3, O=disable ) 
0 652 
ACD 
- Agent Always Auto-Answer 
ENABLED 
653 
ACD 
- Display Path Always 
I ENABLED 654 
Loop Start Trunk to ACD Path Connect 
ENABLED 812 
9-8 
I Figure 9-5 
COS Define Form (CDE Form 03) 
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							Programming 
Table 9-5 COS Options Fields 
Field 
Meaning 
Recording Failure To Hangup The values 1 through 255 are valid. Default is 30 seconds. Set this 
Timer (COS option 404) timer to a value greater than the cleardown time of the recording 
groups whose members have this COS. Assigning this COS timer to 
a recording group ensures that, in the case of the system hanging 
up on a RAD, that the RAD eventually goes on-hook in the specified 
time. If it does not, the RAD is taken out of service. 
SUPERSET- Auto Answer 
(COS option 600) Set to ENABLED if the agent set is to be placed in Auto Answer mode 
immediately upon login. Set to DISABLED if agent is not using Auto 
Answer or if the agent is to manually place set in Auto Answer mode 
after login. 
Default is DISABLED. 
SUPERSET - Headset Oper- Set to ENABLED if the agent’s SUPERSETtelephone is to be used 
ation (COS option 612) 
with a headset rather than a handset. Set to DISABLED if the tele- 
phone is to be used only with a handset. 
Default is DISABLED. 
ACD - Template (Agent, Su- 
Enter the template number of the appropriate ACD Keys Template 
pervisor, and Senior 
Form. Three template configurations are available for each ACD po- 
Supervisor) (COS options650 sition. By default they are disabled, but appear in the enabled list. All 
through 652) three COS options are mutually exclusive. For example, if an agent 
is selected, the supervisor or senior supervisor templates cannot be 
selected from the same COS. 
ACD -Agent Always Auto- An- When enabled in the agent COS, this option causes Auto-Answer to 
swer (COS option 653) 
be activated as soon as the agent logs on. Default is DISABLED. 
ACD - Display Path Always When enabled, the ACD path name which is programmed in Form 
41, is displayed on the SUPERSETtelephone for the duration of the 
call. If disabled, the ACD access code is presented. Default is DIS- 
ABLED. This option is available with software loads F41 .O and above. 
Loop Start Trunk to ACD path When enabled, this option allows a loop start trunk to connect to an 
connect (COS option 812) 
ACD path. 
9109-097-620-NA 
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