Mitel Sx 200 Ml Pabx Lightware 16 Instructions Guide
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CDE Form Descriptions DOUBLE FLASH: Pressing the DOUBLE FLASH softkey provides the ability to send TRANSKONF then dial the Double Flash Over Trunk access code. The standard softkeys QUIT and DELETE are also provided. Form 39 - ACD Agent Groups 4.47 The ACD AGENT GROUPS CDE form lists the agents in each ACD group. It cannot be accessed unless the “ACD Enable” system option is enabled. The title line con- tains the agent group number and name. Entries in this form are sorted by ID. See Figure 4-55. 6:45 PM s-JRN-97 alarm status q NO flLfiRM [ RCD GRP: 1 MITEL 1 flGENT ID fiGENT NflME cos > 1901 P MOSHER 1 < 1902 J . THOM0.S 1 [19il P MOSHER 1 1-fXD GRP NQME Z-FIND ID 3-RDD q-TOP S-BOTTOM 6-QUIT 7-flGENT GROUP 8-DELETE S-OPTIONS 0- Field Descriptions Figure 4-55 Form 39 Layout The header shows the ACD group number, and ACD group name. AGENT ID: This field lists the agent ID. This is an access code that identifies the agent to the system. The form lists the agents in numerical order by agent ID. AGENT NAME: This field lists the agent name. Use of this field is optional, but recom- mended. COS: This field lists the agent’s class of service. Softkeys ACD GRP NAME: Pressing the ACD GRP NAME key displays ENTER ACD GROUP NAME: on the command line. This softkey appears only if there is at least one agent in the group, because a group cannot exist without members. The name can be up to eight characters long. FIND ID: Pressing the FIND ID key displays ENTER AGENT ID: on the command line. The system searches the data base for the requested agent. If found, the group con- taining this agent is displayed with the cursor pointing at the agent. March 1997 Issue 1 Revision 0 4-121
Customer Data Entry ADD: Pressing the ADD key permits the programmer to enter the information needed to add an agent to the displayed group. When the Agent ID has been entered, the ENTER softkey appears. Optionally, the programmer can fill in the agent name and COS fields prior to pressing the ENTER softkey. If nothing is entered, the name defaults to blanks and the COS to I. The added agent will appear in the correct position in the sorted list. If the agent is already assigned to another agent group, the system warns the programmer on the command line and asks the programmer to CONFIRM or CANCEL the entry via softkeys. if the programmer confirms it, any previous group assignment for that agent is deleted. Agents can be reassigned in this way at any time, even while the agent is active. When reassigning an agent, only the ID field should be filled in. The NAME and COS fields will be filled automatically when the ENTER key is pressed. AGENT GROUP: Pressing the AGENT GROUP softkey displays ENTER ACD GROUP NUM: on the command line. When the ACD Group number is entered, the requested group is displayed. OPTIONS: Pressing the OPTIONS key displays the options sub-form. This softkey is not provided if the group is empty. The standard softkeys DELETE, TOP, BOTTOM and QUIT are also provided. Options Subform for Form 39 4.48 For each agent group a set of options can be set to control the ACD group environ- ment (see Figure 4-56). i:t7 PM g-JON-97 alarm status q NO C~LfiRtl L MD GRP: 1 HITEL 1 OPTIONS STfITUS flfterwork Timer CHM:SS) 0:00 < Ouerflow Timer CMM:SS) 9:00 First Status Threshold CMM:SS) 3:00 Second Status Threshold (MM:SS) 6:00 fifterwork Timer CtlM:SSj l- 2- 6-QUIT 7- 0:00 3- 4- 5- 8- 9- 0- 4-122 Issue 1 Revision 0 March 1997 Figure 4-56 Option Subform Layout Field Descriptions OPTIONS: This field displays the option name. For options with a numerical value, the format and units of measure are given in brackets (e.g. MM:SS for minutes:seconds). STATUS: This field displays the current setting of the option.
CDE Form Descriptions Softkeys The standard softkey QUIT is provided. Parameters Afterwork Timer: After an ACD call has ended, this timer provides a time period for the agent to complete paperwork. The agent will receive no ACD calls during this period. The timer has a range of 0O:OO to 1500. The default is 0O:OO. Overflow Timer: This timer specifies the maximum time a call can wait for answer in this ACD group. When the time period has elapsed, the call is sent to the overflow destination. The timer has a range of 0O:OO to 54:00 (Minutes:Seconds). The default is 0O:OO. First Status Threshold: This threshold time provides a visual indication to the super- visor that the system has reached a defined level of activity. When any call has waited for the defined time period, the supervisor’s Queue Status LCD shows a light circle in a dark square. The threshold has a range of 0O:OO to 54:OO (Minutes:Seconds). The default is 03:OO. The first threshold time must be less than the second threshold time. Second Status Threshold: This threshold time provides a visual indication to the supervisor that the system has reached a defined level of activity. This is a higher level of activity than the first status threshold represents. When any call has waited for the defined time period, the supervisor’s Queue Status LCD shows a dark square. The threshold has a range of 0O:OO to 54:00 (Minutes:Seconds). The time must exceed that defined for the first status threshold. Form 40 - ACD Supervisors 4.49 The ACD Supervisors form shows the ID numbers and names of ACD senior supervisors. A subform lists the supervisors. These forms cannot be accessed unless the “ACD Enable” system option is enabled. Refer to Figure 4-57. 6:50 PM 9-Jf4N-97 alarm status = NO RLRRM RCD SENIOR SUPERUISOR ID CODES NRME cos > 1903 1 < 11903 1 l-FIND GROUP Z-FIND SUPER 3-RDD Q-TOP 5-BOTTOM 6-QUIT 7- 8-DELETE 9-EXPQND 0- March 1997 Figure 4-57 Form 40 Layout Issue 1 Revision 0 4-123
Customer Data Entry Field Descriptions SENIOR SUPERVISOR IDS: This field lists the senior supervisor ID codes. The form is sorted by ID code. NAME: Senior supervisor and supervisor names are carried to the set where they log on. Their ID’s are used for logging on. COS: This field specifies the class of service of each senior supervisor. The range is 1 to 50. Softkeys FIND GROUP: The FIND GROUP softkey displays ENTER ACD GROUP NUM: on the command line. When the group number is entered, the requested group is dis- played. If the requested group is assigned to a senior supervisor, that senior supervi- sor’s sub-form is shown, with the cursor pointing at the requested group. FIND SUPER: The FIND SUPER softkey displays ENTER SUPERVISOR OR SENIOR SUPERVISOR ID: on the command line. The data base is searched for this senior supervisor or supervisor ID. If the requested senior supervisor exists, the top level form is shown, with the cursor pointing at the requested ID. If the requested supervisor exists, the sub-form is shown, with the cursor pointing at the requested ID. ADD: This softkey appears upon entry to the form and is used to add additional senior supervisors to the form. When assigning an agent as a senior supervisor, only the ID field needs to be filled in. The NAME field will be fifled automatically when the ENTER key is pressed. When the ADD softkey is pressed, the form is in the ADD mode. To leave ADD mode, use the QUIT softkey. EXPAND: The EXPAND softkey displays the expand sub-form, which lists all the groups of the supervisors under the current senior supervisor. The sub-form is sorted by supervisor ID code. All groups reporting directly to the senior supervisor are listed at the end of the form in order of group number. The standard softkeys DELETE, TOP, BOTTOM and QUIT are also provided. 4-124 issue 1 Revision 0 March 1997
CDE Form Descriptions Expand Sub-form for Form 40 4.50 For each senior supervisor, this form, shown in Figure 4-58, lists the assigned ACD Groups and their supervisors. The programmer positions the line pointer at the de- sired senior supervisor in the ACD senior supervisors form and presses the EXPAND softkey. 6:52 PM 9-JflN-97 alarm status q NO fiLfiRM I GRPS OF SENIOR 1903 SUPER ID SUPER N~IME l-FIND GROUP Z-FIND SUPER 34DD 4- s- cos 64UIT 7- 8- 9- 0- Figure 4-58 Expand Subform Layout Field Descriptions The subform header shows the senior supervisor’s name and ID. If the senior super- visor has no name programmed, the header will show the senior supervisor’s number. GRPS OF: This field lists the agent groups reporting to the senior supervisor. All groups reporting directly to the senior supervisor (with no supervisor) are listed at the bottom of the form, sorted by agent group number. Groups that have supervisors are sorted by supervisor ID. Groups with the same supervisor are sorted by agent group number. SUPER ID: This field lists the supervisor ID number for each supervisor under the senior supervisor. If a group has no supervisor, the field displays NO SUPER. SUPER NAME: The supervisor’s name can be programmed in this column. It can be up to 10 characters long; it must not begin with the character “*“. COS: This field lists the class of service of each supervisor. Softkeys FIND GROUP: The FIND GROUP softkey displays ENTER ACD GROUP NUM: on the command line. When the group number is entered, the requested group is dis- March 1997 Issue 1 Revision 0 4-125
Customer Data Entry played. if the requested group is assigned to a senior supervisor, that senior supervi- sor’s sub-form is shown, with the cursor pointing at the requested group. FIND SUPER: The FIND SUPER softkey displays ENTER SUPERVISOR OR SENIOR SUPERVISOR ID: on the command line. If the requested senior supervisor exists, the top level form is shown, with the cursor pointing at the requested ID. If the requested supervisor exists, the sub-form is shown, with the cursor pointing at the requested ID. ADD: Pressing the ADD key assigns a group and its supervisor to the displayed senior supervisor. Any previous assignment for that group is deleted. Groups can be reas- signed at any time, even while active. NO SUPER: The NO SUPER key assigns the agent group directly to the senior su- pervisor; the group has no supervisor. The standard softkeys DELETE, TOP, BOTTOM and QUIT are also provided. Form 41 - ACD Path 4.51 This CDE form defines routing for ACD calls. It cannot be accessed unless the “ACD Enable” System option is enabled. Each path has its own form. 8:Z PM 9-JfiN-97 alarm status q NO flL0RM Primary f9CD flgent Group Delay For Ringback (MM:SSI Recording 1 : Start Time (MM:SSI Recess Code Music Source Following Recording 2 : Start Time CMM:SS) kcess Code Music Source Following Figure 4-59 Form 41 Layout 4-126 Field Descriptions The header displays the ACD path number and name. OPTIONS: The options field lists programmable timers and options for the ACD path. STATUS: The status field is the only field that can be edited; however, no fields on an ACD path can be edited without first assigning the “Access Code For This ACD Path”, and the “Primary ACD Agent Group” (the first two lines on the form). Issue 1 Revision 0 March 1997
CDE Form Descriptions Softkeys PATH NAME: The PATH NAME softkey displays ENTER PATH NAME: on the com- mand line. When the name (up to 8 characters) is entered, it appears on the form top line, beside the path number. This softkey appears only after the first two lines of the form are both filled. ACD PATH: Pressing the ACD PATH softkey displays ENTER ACD PATH NUMBER: on the command line. This softkey appears whenever the first two lines of the form are either both filled or both empty. DELETE PATH: Pressing the DELETE PATH softkey displays the CANCEL and CON- FIRM softkeys. Pressing CONFIRM deletes the ACD path. Pressing CANCEL restores the softkeys without deleting the ACD path. DELETE FIELD: Blanks the current status field. DROP CALL: Appears only when the cursor is in the “Inter-flow Point Access Code” line - the STATUS will be set to “DROP CALL”. YES/NO: Enables / disables the “Allow Overflow to Interflow Point Before Timeout” or “Inter-flow Enabled” parameters. Parameters ACD PATH PARAMETERS Access Code For This ACD Path Primary ACD Agent Group Delay For Ringback (MM:SS) Recording 1 :Start Time (MM:SS) Access Code Music Source Following Recording 2 :Start Time (MM:SS) Access Code Music Source Following Recording 3 :Start Time (MM:SS) Access Code Music Source Following Recording 4 :Start Time (MM:SS) Access Code Music Source Following Overflow 1 Agent Group Overflow 2 Agent Group Overflow 3 Agent Group Inter-flow Enabled Interflow Timeout (MM:SS) Inter-flow Point Access Code (Default = DROP CALL) Allow Overflow to Inter-flow Point Before Timeout Priority Service Time Immediately Interflow when no Agents Logged In Tenant Access Code For This ACD Path and Primary ACD Agent Group must be defined to establish an ACD path. Until this is done, no other options can be edited. March 1997 Issue 1 Revision 0 4-127
Customer Data Entry Delay For Ringback (MM:SS): Allows the caller to hear ringback before being con- nected to an agent. Recording n: Start Time (MM:SS) is counted from when a caller has finished the Delay For Ringback period. The range of this timer is 0O:OO to 54:OO. Recording I must be defined before Recording 2, Recording 2 before Recording 3, Recording 3 before Recording 4. For example, the programmer cannot edit “Recording 3: Start Time”, unless “Recording 2” and “Recording I” are both defined. If is pressed from a blank “Recording n: Start Time” field, the cursor moves to “Overflow I Agent Group”. Each recording’s start time must be later than the preceding recording’s start time. Recording n: Access Code must be an access code for a recording hunt group. The programmer cannot make an entry for this option until a start time is defined for the recording. Once a recording start time is entered, the programmer can only move back and forth between the Start Time and Access Code fields for that recording, until both fields are filled or deleted (by the DELETE FIELD key). PATH NAME, ACD PATH, and DELETE PATH keys are removed during this time too. Music Source Following defines, for each recording, an ONS port to which the caller will be connected when the recording ends. The ONS port is permanently off-hook with a music source connected. The caller stays connected until the call is answered or another scheduled recording plays. If no music source is defined, the Music on Hold source is used. If this is not provided, the caller receives silence. Overflow 1 Agent Group must be defined before Overflow 2 Agent Group, Overflow 2 Agent Group before Overflow 3 Agent Group. If is pressed from a blank “Overflow X Agent Group”, the user is positioned at the “Interflow Timeout” field. Interflow Enabled, when set to YES, allows the waiting ACD call to exit ACD and be answered at a defined inter-flow point. Default is NO. Interflow Timeout (MM:SS) specifies when a waiting ACD call should be directed to the inter-flow point. The timer has a range of 0O:Oi to 54:OO. The default is 54 minutes Inter-flow Point Access Code can be an extension number, another ACD path, a hunt group (including a UCD agent hunt group), a system abbreviated dial number, night bells or DROP CALL. Priority for the ACD path has a range of 1 (highest priority) to 99. Calls are answered in order of priority. Default priority is 99. Service Time: Defines a standard time to answer (from 1 second to 54 minutes), used in the measurement of ACD path performance. Statistics can be seen from the ACD Path Monitors and Path Summary Reports (see the ACD TELEMARKETER Applica- tion Package Practice). Immediately Interflow when no Agents Logged In: When set to YES, and “Interflow Enabled” is YES, then any callers dialing in to an ACD path will inter-flow immediately when no agents are logged in. This inter-flow takes place regardless of the status of the “lnterflowTimeout,“ortheoption “Allow Overflowto Interflow Point BeforeTimeout,” or the “Inter-flow Point Access Code” having a value of DROP CALL. The field default is NO. 4-128 Issue 1 Revision 0 March 1997
CDE Form Descriptions , 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 (I to 25). The default is blank (no tenant). Form 42 - Tl Link Descriptors 4.52 The Tl Link Descriptors form defines the parameters that control the behavior of each Tl link. The form provides 10 programmable descriptors. The main form displays the number of users of each descriptor. A 2Ocharacter comment field is provided for each descriptor. 3:58 PM l@-JRN-97 alarm status = MAJOR DESCRIPTOR LINK TYPE @l e2 03 04 e5 Mi 08 69 ie 11 DSl Tl DSl Tl DSl Tl DSl Tl DSl Tl IX1 Tl DSl Tl IX1 Tl DSl Tl DSl 6-QUIT I 7- NUMBER OF LINKS RSSIGNED 1 UIMMENTS I 8-SEL. OPTION I 9-REUIEW I a- Figure 4-60 Form 42 Layout Field Descriptions DESCRIPTOR: This field lists the descriptor numbers. It cannot be edited. LINKTYPE: This field lists the type of link for each descriptor. Only Ti DSI is available. ‘1 &‘This field cannot be changed. i NUMBER OF LINKS ASSIGNED: This field lists the number of links assigned this descriptor in the Ti Link Assignment form. COMMENTS: This 2Ocharacter field is provided for the programmer’s notes. The system does not use this information. Softkeys SEL. OPTION: Pressing the SELECT OPTION softkey displays the Link Descriptor Options subform for the descriptor on the command line. March 1997 Issue 1 Revision 0 4-129
Customer Data Entry REVIEW: Displays the Review List subform for the descriptor on the command line, a read-only form that provides a list of users for each discriptor. This softkey appears only if the number of links is greater than 0. The standard softkey QUIT is also provided. Link Descriptor Options Subform for Form 42 Note: Altering this form may have side effects on Tl links in operation. 6:59 PM 9-JfiN-97 alarm status q NO 8L8RM f LINK DESCRIPTOR NUMBER : 1 1 IN/OUT GOING I UfrLLiE Alarm debounce timer C 300 - 3200 MS ) 2500 B8ZS zero code suppression NO Slip rate - maintenance limit t 0 - 9000 1 /24 hrs 255 Slip rate - seruice limit C 0 - 9000 1 /Pi hrs 7000 Slip rate - network sync limit C 0 - 9000 1 /Pi hrs 7 BER - maintenance limit C 10x%-n , n q ( 3,4,5,6 11 / hour 4 BER - seruice limit C 10xX-n , n = c 3,4,5,6 11 / hour 3 Framing losses - maintenance limit c 0 - 9000 ) /24 hrs 255 Framing losses - seruice limit - 9000 1 /24 hrs 9000 RTS timer - seruice limit exceeded :7 - 255 min 1 30 RTS timer - net slip limit exceeded C 1 - 255 min 1 30 RTS timer - after alarm c0- 300 set 1 10 Alarm debounce timer C 300 - 3200 ms 1 1 2500 l- 2- 3- 4- 5- 6-QUIT 7- 8- 9- 0- Figure 4-61 Link Descriptor Options Subform Layout Field Descriptions The header line displays the link descriptor number and the direction of the link. Value: This field lists the selected value for each parameter. Softkeys YES/NO: This softkey appears only when the command line displays the B8ZS Zero Code Suppression parameter. (All other parameters require numeric entries and have no softkeys). Pressing the softkey changes the state of the parameter. If the parameter is set to YES, the softkey is NO, if the parameter is set to NO, the softkey is YES. CONFIRM: This softkey appears when an option value has been changed. Press the CONFIRM softkey to enter the change in the database. The standard softkeys CANCEL, ENTER and QUIT are also provided. 4-130 Issue 1 Revision 0 March 1997