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

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Page 181 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...

Page 182 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...

Page 183 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...

Page 184 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...

Page 185 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...

Page 186 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...

Page 187 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...

Page 188 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...

Page 189 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....

Page 190 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...

Page 191 ACD TELEMARKETER Application Package
9-20 Issue 1 Revision 1 /April 1996
9109-097-620-NA

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							ACD TELEMARKETER Application Package 
9-20 Issue 1 Revision 1 /April 1996 
9109-097-620-NA

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