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

							ACD TELEMARKETER Application Package 
ACD Supervisors 
9.7 The ACD Supervisors form shown in Figure 9-6 records the ID number, name, and 
COS of each ACD Supervisor. System option 41, “Automatic Call Distribution” must 
be enabled before this, or any ACD related CDE form, can be accessed. 
The senior supervisor’s name is carried to the set when the supervisor logs on. The 
ID codes assigned in this form are used in the log on procedure and may also be used 
as an access code to call the user. 
11:03 21-DEC-94 alann status = MAJOR 
RCD SENIOR SUPERVISOR 
ID CODES 
I NfmE 
I COS 
1990 FRED BLOGG 4 
1990 FRED BLOGG 4 
l-FIND GROUP 2-FIND SUPER 3-ADD 4-TOP 5-BOTTOM 
&QUIT 7- S-DELETE P-EXPAND o- 
Figure 9-6 ACD Supervisor Form (CDE Form 40) 
The ACD Supervisor form contains three programmable fields which must be defined 
by the customer. Table 9-6 defines each field. 
Table 9-6 ACD Supervisor Form Fields 
Field 
ID Code Meaning 
A programmable field used to record senior supervisor identification numbers. 
Their IDS are used 
when logging on and as an access code to call the user. The 
IDS are l-5 digit entries, and must not conflict with other access codes already 
assigned in the system. The form is sorted numerically by ID. 
Name An optional programmable field used to record the supervisor’s name. This name 
appears on any 
SlJPERSET4 or SUPERSET420telephone the user logs onto. 
The same conditions apply to supervisor names as to set names. 
cos A 2-digit field specifying the Class Of Service number of this senior supervisor. 
The range is 1 through 50. 
Revision 1 /April 1996 9109-097-620-NA  
						

							Programming 
Pressing the EXPAND softkey displays the subform shown in Figure 9-7. This form 
lists all groups reporting to the supervisor. 
ACD Supervisor Su bform 
9.8 This subform is sorted by SUPER ID. If the entry has no supervisor assigned, the field 
is sorted by group number. When there is more than one group assigned to the same 
supervisor, the entries reporting to the supervisor are sorted by group number. 
11:03 21-DEE-94 
alann status = MAJOR 
> 
GRPS OF FRED ELUGG 1990 
12 
107 
10 
108 
2 
109 
1 
NO 
SUPER 
SUPER ID SUPER NfUdE 
H Ferguson 
C Brazeau 
C J Chat 21 
20 
20 
L 
l-FIND GROUP 2-FIND SUPER 3-film 4- 5- 
5-QUIT 
IT- IR- b- I@- 
Figure 9-7 ACD Supervisor Subform (CDE Subform 40) 
Table 9-7 defines the fields of the ACD Supervisor Subform. 
Field 
Meaning 
Heading 
GRPS OF 
SUPER ID 
SUPER NAME 
cos 
Table 9-7 ACD Supervisor Subform Fields 
A system generated field listing the senior supervisor’s name and ID. The name 
defaults to “SENIOR” if no name was programmed in the ACD Supervisor Form. 
A programmable field used to define groups reporting to the senior supervisor. If 
the selected group reports directly to the senior supervisor, pressing the ENTER 
key causes the display NO SUPER to appear in the SUPER ID field. The remaining 
two fields are blank. 
A programmable field used to assign a supervisor to the agent group. 
An optional field of up to ten characters. The entry cannot begin with an asterisk 
(*). The same conditions apply to supervisor names as to set names. 
A 2-digit field that specifies the Class of Service number of this supervisor. The 
range is 1 through 50. 
9109-097-620-NA Issue 1 Revision 1 /April 1996 9-l 1  
						

							ACD TELEMARKETER Application Package 
ACD Paths 
9.9 The ACD path is the major element of the ACD structure. Each path contains all the 
information necessary to carry an incoming call through the ACD system. Paths spec- 
ify the resources used, the order in which the resources are encountered, and the 
timing of the steps through the path. Up to 99 paths may be assigned in the system. 
Figure 9-8 contains the ACD Path form. Table 9-8 describes the fields on the ACD 
Path form. 
ACD Path Programming 
For a path to function, the primary agent group and the path access code must be 
programmed. Few restrictions exist on path programming. An agent group, for exam- 
ple, could be the primary group of three paths and the first overflow group of two other 
paths. The same applies to recording groups and the alternate music sources. The 
result is that a path can be custom tailored to the call being handled. 
Each path is given a priority ranging from 1 through 99 (priority 1 being the highest 
priority). ACD calls entering a high priority path are serviced before calls that entered 
a path with a lower priority. This feature improves cost efficiency by routing to higher 
priority paths those trunks that incur additional expenses, such as long distance calls 
or WATS. 
All devices have unrestricted access to ACD paths except Loop Start CO trunks and 
Loop Start DISA trunks (if located on a CO Trunk card). Loop start trunks can be 
prevented from entering ACD through the use of the “Loop Start Trunk to ACD Path 
Connect” option (COS option 812). By default, this option is disabled, so by default 
loop start trunks may not enter ACD. 
1195 21-DEE-94 alann status = MAJOR 
[ ACD PRTH: 1 
1 OPTIONS 
I STATUS 
I 
Access Code For This ACD Path 
Primary FtCD Agent Group 
Delay For Ringback (M:!!iS) 
Recording 1 
: Start Time (M:!Z) 
Access Code 
Music 
Source Follwing 
Recording 2 
: Start Time pt+i:SS) 
Access Code 
Music 
Source Following 
Recording 3 
: Start Time (M:5S] 
Recess Code 
Music Source Following 
Access 
Code For This ACD Path 
l- 2- 3-PATH NME 4-TOP 72 < 
1 
on:03 
00:05 
678 
1103 
&QUIT 7-ACD PATH 1 S-DELETE PATH I9- o- 
I 
Figure 9-8 ACD Path Form (CDE Form 41) 
9-12 Issue 1 Revision 1 /April 1996 9109-097-620-NA  
						

							Programming 
I 
I 
Table 9-8 ACD Path Form Fields 
Field 
ACD Path 
ACD Path Number 
Meaning 
Header field identifying the ACD path by name and number. 
Programmable field containing a one or two digit number in the range 
of 1 through 99. 
ACD Path Name Programmable field identifying the path by name. This field can not be 
accessed until the path has been assigned an access code and a 
primary agent group. The path name can be up to 8 characters and 
cannot begin with an asterisk (*). 
Access Code for this ACD Programmable field containing the access code for the path. This code 
Path can be used as a destination in the Non-Dial-In Trunks form (CDE 
Form 14) and the Call Rerouting Table (CDE Form 19), as an Auto- 
mated Attendant defined destination in the Hunt Groups form (CDE 
Form 17), as an inter-flow point in another path definition, and as a call 
forwarding point for a SUPfRSETtelephone or station. This allows 
the ACD system to tie in to existing routing schemes such as the DID 
trunk routing points. The connection checking between a device and 
ACD paths only prevents access to ACD paths. Prior to software load 
F41 .O, no device or tenant interconnection checking is performed be- 
tween the caller and any recording, music or agent devices after the 
caller has entered a path. With software loads F41 .O and above, a 
tenant can be assigned to a path. 
Primary ACD Agent Group A programmable field containing aone ortwo digit number in the range 
of 1 through 50. This entry indicates which group first receives the ACD 
calls on this path. The agent group must be assigned in the ACD Agent 
Groups Form before it can be entered in this field. 
Delay For Ringback A programmable field specifying a timer value in the range of 0O:Ol 
through 54:O0. The default value is 3 seconds (00:03). All other timers 
connected with the ACD functions start after the Delay for Ringback 
timer has expired. 
Recording 1: Start Time A programmable field specifying when Recording 1 begins relative to 
when the caller enters the ACD system. This timer is initiated after the 
Delay For Ringback timer has expired. The range of the Recording 1 
Start Time is 0O:OO through 54:O0. 
A 3-second minimum delay exists between recordings. During this time 
the caller listens to the system or alternate music source. 
Recording 1: Access Code This programmable field is mandatory if a Recording Start Time has 
been specified. The access code entered in this field is defined in the 
Hunt Groups CDE form. The default value is no recordings. 
Page 1 of : 
9109-097-620-NA 
Issue 1 Revision 1 /April 1996 9-13  
						

							ACD TELEMARKETER Application Package 
I 
I 
Field 
Recording 1: Music Source 
Following 
Recording 2 through 4 
Overflow 1 Agent Group 
Overflow 2 Agent Group 
Overflow 3 Agent Group 
Interflow Enabled 
lntetflow Timeout 
Table 9-8 ACD Path Form Fields (continued) 
Meaning 
A programmable field that directs the call to the ONS port supplying 
music following the recording. The default music source is the system 
music, if provided, or silence. The entry in this field cannot have keyline 
or multi-call line appearances. 
The music source is a permanently off-hook ONS port that connects 
the caller in a listen-only conference. An alternate music source must 
be either an FCC Part 68 and Industry Canada approved Recorded 
Announcement Device which is connected to an ONS circuit, or to 
another source that is connected through an FCC Part 68 and industry 
Canada approved “voice coupler” or “voice connecting arrangement” 
to an ONS circuit. 
The recording fields must be edited in sequence. For example, Re- 
cording 3 Start Time cannot be edited unless Recording 1 and 
Recording 2 are both assigned. 
A programmable field specifying the ID of the agent group that receives 
overflow calls. ACD calls that overflow to this group also retain their 
position for the Primary Agent Group. The default value for this field is 
no overflow. 
A programmable field specifying the ID of the second agent group that 
receives overflow calls. Callers waiting for this group remain in the 
queue for the primary and first overflow groups. 
An Overflow 1 agent group must be assigned before the Overflow 2 
field can be accessed. The default value is no overflow. 
A programmable field specifying the ID of the third agent group that 
receives overflow calls. Callers waiting for this group remain in the 
queue for the primary, first and second overflow groups. The default 
value is NO. 
Overflow 1 and Overflow 2 agent groups must be assigned before the 
Overflow 3 field can be accessed. The default value is no overflow. 
Entering YES in this field allows the waiting ACD call to exit ACD and 
call a specified number. If this field is enabled the call interflows to the 
Interflow Point Access Code. Default for the Interflow Enabled field is 
NO. 
Programmable field specifying when the waiting ACD call should leave 
the ACD system and be routed to the interflow point. The timer range 
is 0O:Ol through 54:O0. The default value of this field is the maximum 
time of 54 minutes. 
Programming a value in this field ensures that unanswered calls do 
not remain in the system after the caller disconnects. This can occur 
with loop start trunks if the CO fails to send a disconnect to the PABX. 
This timer also ensures that all calls are handled within a maximum 
time interval. Call handling may involve routing the caller elsewhere 
or dropping the call. 
Page 2 of 3 
1 
9-14 
Issue 1 Revision 1 /April 1996 
9109-097-620-NA  
						

							Programming 
Table 9-8 ACD Path Form Fields (continued) 
Field Meaning 
lnterflow Point Access Code Programmable field containing the directory number of the interflow 
device. Valid inter-flow points are LDNs, stations, sets, consoles, night 
bells, ACD paths, station/set hunt groups, UCD agent hunt groups, 
Automated Attendant hunt groups, system speed call numbers or 
DROP CALL. If an access code is programmed, the DROP CALL 
softkey is provided. 
Allow Overflow to lnterflow Entering YES in this field allows an overflow to the interflow point before 
Point before Timeout the Inter-flow Timeout. 
Priority A programmable field used to set the priority of the ACD Path. Priority 
range is 1 through 99 (1 is the highest priority). The field default is 99. 
Calls waiting for an Agent Group are serviced according to the path 
priority. Expensive trunksshould be routed to a path with a high priority. 
Service Time A programmable field used to establish a standard time to answer that 
the supervisorcan use to monitorthe performance of agents answering 
calls on the path. 
The service time is programmable in the range 0O:OO through 54:O0. 
The path level of service is calculated by comparing the actual time to 
answer against the programmed service level. 
Immediately Inter-flow when When set to YES, and “Interflow Enabled” is YES, then any callers 
no Agents Logged In dialing in to an ACD path will interflow immediately when no agents 
are logged in. This interflow takes place regardless of the status of the 
“Inter-flow Timeout,” or the option “Allow Overflow to Interflow Point 
Before Timeout,” or the “Inter-flow Point Access Code” having a value 
of DROP CALL. The default is No (immediate inter-flow is not desired). 
This field is available with software loads F41 .O and above. 
Tenant When a tenant number is assigned to the ACD Path, DID and TIE 
trunks which dial into the ACD path directly will follow the routing for 
this tenant as defined in Form 19 - Call Rerouting Table. Enter a valid 
number (1 to 25). The default is blank (no tenant). This field is available 
with software loads F41 .O and above. 
Page 3 of 3 
9109-097-620-NA Issue 1 Revision 1 /April 1996 9-15  
						

							ACD TELEMARKETER Application Package 
Call Routing 
9.10 With software loads F41 .O and above, dial-in trunks to ACD Paths may also be rerout- 
ed as defined in this form. The ACD Path is assigned a tenant number in Form 41. 
13:47 14-DEE-94 alam status = MAJOR 
[TENRNT : 1 I TYPE OF CFlLL MY Ml N2 
> 
Station Dial 0 Routing 1801 1801 1801 < 
Priority 
Dial D Routing 
DID Recall Points On Busy 
DID 
Recall Points Dn No Answer 
DID Routing For 
Calls Into This Tenant 
DID Illegal# Intercept For This Tenant 
IHa Vacant 
Number Routing For This Tenant 
9Ia Flttendant Access 
Night Points 
Non-Dial-In 
Trunks Alternate Recall Points 
Dial-In Tie Recall Points On Busy 
Dial-In Tie Recall Points 
On No Answer 
Dial-In Tie Routing For Calls Into This Tenant 
----- 
Station Dial 0 Routing 
l- 2-TENfiNT NfME 3- 
h-QUIT 7-TENANT 8-DELETE 
1801 1801 1801 
4-TOP 5-BOTTM 
9- o- 
9-16 
Figure 9-9 Form 19 Layout 
Field Descriptions 
The header line displays the tenant group number being programmed. 
DAY: This field designates a directory number for each type of call in day service mode. 
Nl: This field specifies the extension that calls are routed to during Night1 Service 
Mode. If this field is blank, the call reroutes to the extension specified in the DAY field. 
N2: This field specifies the extension number where calls are routed to during Night2 
Service Mode. If this field is blank, the call does not reroute. 
Table 9-9 Call Rerouting Options 
DID Routing for Calls into this Tenant - All DID calls normally routed to extensions are 
routed 
here to allow screening of DID calls. This rerouting option is based on the destination 
tenant. 
Dial-In Tie Routing for Calls into this Tenant - All Dial-In Tie calls normally routed to 
extensions are routed here to allow screening of Dial-In Tie calls. This rerouting option is 
based on the destination tenant. 
Issue 1 Revision 1 /April 1996 9109-097-620-NA  
						

							Programming 
Softkeys 
TENANT This softkey selects a tenant group. Pressing the TENANT softkey displays 
the ENTER TENANT GROUP NUM: prompt on the command line. The selection is 
completed by entering a valid number (1 to 25). The system displays the selected 
tenant group number on the header line. 
TENANT NAME: Allows a name to be programmed for the selected tenant group. The 
name may have a maximum of eight characters. 
The standard softkeys CANCEL, DELETE, ENTER, TOP, BOTTOM, and QUIT are 
also provided. 
ACD Recording Hunt Groups 
9.11 Recorded announcements are given to ACD callers while waiting for an idle agent. 
ACD callers entering the PABX on a path hear ringback until the “Delay for Ringback” 
timer specified in the Path form has expired. At this point, the system attempts to pro- 
vide an agent. If all agents are busy and the caller must wait, the call is routed to a 
recording. 
The recordings are provided by hunt groups of regular ONS ports. When a RAD an- 
swers, the system collects all callers waiting for the RAD and creates a listen-only 
conference. Callers select an idle RAD based on the hunting type of the group. When 
all of the recordings in a group are busy, the caller camps on to the recording group 
and waits for a free recording. All calls which are waiting are brought into a listen-only 
conference with the first available recording. 
At the end of the recorded message, the callers are routed to the music source defined 
in the Path form. If no alternate music source is defined, the caller is given system 
music or silence. 
The ONS ports cannot have keyline or multi-call line appearances. After changing the 
Hunt Groups form to a Recording Hunt Group, the Hunt Groups form changes to that 
shown in Figure 9-l 0. Fields described below but not shown in Figure 9-l 0 are ac- 
cessed through the OPTIONS softkey. Table 9-10 describes the fields on the Hunt 
Groups form. 
9-17  
						

							ACD TELEMARKETER Application Package 
9:58 14-DEE-94 alatm status = MAJOR 
[GRP 
1x578 ][TEM][RECURD. ] EXT NIM 
1102 
I 1102 
l-GROUP TYPE 2-CIRCULRR 3-INSERT 
BAY 
01 
01 SLT 01 
01 
CCT 
02 CCMIENTS 
1 4-OPTIONS I5-HUNT GROUP 
&QUIT 7-ACCESS CODE 8-DELETE 9-EXT HIM o- 
Figure 9-10 Hunt Groups Form (CDE Form 17) 
Field 
Hunt Group Number 
Access Code 
Type Of Search 
Group Type 
Extension Number 
Table 9-10 Hunt Groups Form Fields 
Meaning 
A 
programmable two digit field in the range of 1 through 99. ACD only has 
99 hunt groups. 
A programmable field containing the access code for the hunt group. This 
code must be a unique number that does not conflict with the system num- 
bering plan. The entry in this field must be copied to the ACD Path form as 
an access code to the recordings. 
Enter one of the following to specify the desired hunting method: 
CIRCULAR: Hunting begins at the extension following the extension to 
which the previous call was completed, and hunts through all extensions 
in the hunt group in the programmed sequence. 
TERMINAL: Hunting always starts at the first extension programmed in 
the hunt group and terminates at the first idle extension. 
Figure 9-10 shows an entry of TERM in this field. 
Softkey that allows the user to specify a RECORDING group type. Figure 
9-10 shows the entry RECORD in this field on the form. 
Extension number of the ONS port(s) connected to a recording. The max- 
imum number of entries in this field is fifty. 
Page 1 of 2 
9-18 
Issue 1 Revision 1 /April 1996 9109-097-620-NA  
						

							Programming 
Table 9-10 Hunt Groups Form Fields (continued) 
Field 
Bay/Slot/Circuit 
Message Length 
Name 
Meaning 
System generated field that is displayed after entering the extension num- 
ber of the ONS port. 
Programmable field defining the length of the recorded announcement. 
The range is one second to four minutes. Default entry is ten seconds. 
This timer value determines whether the PABX or the RAD ends the re- 
cording. If the RAD is to hang up, set the Message Length at least three 
seconds longer than the actual recording length. This allows for timing and 
message delays. In addition, the flash hook time programmed into the 
PABX affects how soon the PABX sees the RAD going on hook after the 
RAD hangs up. 
Programmable field that identifies the hunt group by name. This field can- 
not be accessed before the Hunt Group Access code has been assigned. 
Page 2 of 2 
9109-097-620-NA Issue 1 Revision 1 /April 1996 9-19