Mitel Sx 100, Sx 200 Superswitch Volume V Instructions Manual

Automatic Call Distribution 
2. ACD SYSTEM FEATURES 
General Description 
2.01 ACD provides a method of directing a number of incoming 
trunks to Agent Groups or Recording Groups. ACD connects the 
incoming trunk call which has been waiting the longest time to the 
next Agent who becomes available. The PABX can provide messages 
to a caller who does not access an Agent immediately. ACD distributes 
calls equitably to all Agents. A Supervisor may reprogram system 
parameters, as required. 
Agent Groups...

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(ranging from 01 to 63) to use when logging on and off to the Agent 
Group. 
To log on: To log off: 
Dial ACD Agent Access Code Dial ACD Agent Access Code 
Dial Agent ID code Dial 00 
Press HANG-UP softkey Press HANG-UP softkey 
2.05 A specified work time is allocated for completion of paper work 
at the end of each call handled (After Call Work Time). If more 
time is required, the Agent can use Do Not Disturb to inhibit calls 
being routed to that position. 
2.06 An...

Automatic Call Distribution 
- monitoring the Mean Time to Answer (MTTA); the MlTA is 
calculated by the system using the times taken to answer the 
last four calls to that group. 
2.08 When the MlTA exceeds the specified maximum for an Agent 
Group, the console immediately displays the following minor 
alarm: 
El00 NNN where: NNN is the Agent Group number (1-12) 
XxXx or XXXX is the Agent Group Access Code 
2.09 The Supervisor can then add more agents,to the group, or let 
the programmed overflow...

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2.15 Recorded Announcement Card (RAC) - This card occupies one 
peripheral slot in the system and provides two separate 
8-second messages using digital solid-state storage. Messages are 
recorded from the Supervisor’s position, and stored as a non-volatile 
digital recording. The card is not subject to routine maintenance or 
tape breakage as are most commercial tape recording units. 
2.16 Recorded Announcement Device (RAD) - These customer- 
provided non-MITEL devices...

Automatic Call Distribution 
3. ACD PROGRAMMING AND ASSIGNMENTS 
Enabling ACD 
3.01 ACD is a programmable option with the SX-7OO/SX-200 PABX. 
If ACD is enabled, standard and extended programming forms 
must be completed to activate its features. Note that Supervisor Func- 
tion Codes determine a substantial portion of ACD operation. 
Standard Programming 
3.02 During Standard Programming, the following Features and Op- 
tions must be enabled for ACD operation: 
- System Option 251 (ACD Enable) 
- COS...

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3.03 Agent Class of Service - Each Agent must have Option 117 (Call 
Distribution Agent Position) enabled in its Class of Service; if 
Account Codes are to be used, COS Option 56 (Account Code Access) 
must also be enabled. 
Hunt Groups 
3.04 Up to 12 hunt groups are available on the PABX. Hunt groups 
are programmed during Standard Programming of the system, 
and include Agent Groups, Trunk Hunt Groups, and Recording Groups. 
The Supervisor may reprogram hunt groups as...

P. Automatic Call Distribution 
To Display Current MTTA and Overflow Code 
Dial ~246 
Dial Agent Group Access Code 
Dial # 
Press RELEASE key to terminate display. 
The console displays: 
SOURCE XxXx T-I-T where: XxXx - 
DEST YYYY l-l-r - 
YYYY - Agent Group Access 
Code .* 
maximum time to 
answer (MlTA 
000-255 s) 
Overflow Access 
Code (Agent Group, 
Recording Group, 
extension, or 
Supervisor) 
To Specify After-call Work Time 
Dial ~245 
Dial Agent Group Access Code 
Dial work time, in 2-digit...

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extension, or 
Supervisor) 
TT - delay time (00-99 s) 
To Review Recording and Delay Time Assignments 
Dial ~244 
Dial Agent Group Access Code 
.’ 
Dial Recording number (l-4) 
Dial x to review another recording assignment, or 
Press RELEASE key to terminate 
The console displays: 
SOURCE XXXX Z 
DEST YYYY -l-l- where: XxXx - Agent Group Access 
Code 
Z - Recording number of 
the Agent Group 
YWY - access code 
(Recording Group, 
Agent Group, 
extension, or 
Supervisor)...

Automatic Call Distribution 
3.07 The Calls Waiting field on the console will indicate the number 
of calls waiting for a group up to a maximum of 9. Should a call 
ring in to the console, the Calls Waiting field will be overwritten and 
the appropriate LED will flash (Dial 0, LDN etc.). The MTTA is calculated 
using the time taken to answer the last four calls to that group. 
Similarly, the mean abort time is calculated using the times of the last 
four calls that were aborted by the caller. When the...