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 
2.02 All SUPERSEJ 4@ sets that handle incoming ACD traffic are 
programmed into Agent Groups during Standard Programming; 
their users are referred to as Agents. Agent Groups are similar to Hunt 
Groups when programmed. 
Agents 
2.03 Extensions that are programmed into Agent Groups during 
Standard Programming are referred to as Agents, and have the 
following characteristics: 
- A maximum of 63 Agent ID codes are available. 
- A maximum of 30 active logged-in Agents may be talking to 
trunks at once. If a 31st Agent attempts to log on, the message 
NO ACCESS will appear in the SUPERSEJ 4 set display. 
- Calls are allocated to Agents based upon previous workload to 
ensure an equal distribution. 
- A predetermined work time to complete paper work can be 
made available to all Agents in the same Agent Group. 
- Active Agent positions can be taken out of service momentarily 
by using the Do Not Disturb feature. 
- Agents can signal the supervisor when help is required with or 
without the caller being aware. 
- Agents can use a SUPERSEJ 4 set for Account Code entry. The 
Account Code can also be made System verifiable if required. 
- Agents have an ID code and can move between Agent positions 
by logging in and out. 
2.04 Since calls within each group are of a similar nature, all Agents 
within an Agent Group are trained and equipped to provide the 
information or service a caller may request. Each Agent uses a SUPER- 
SET 4 telephone set. The Supervisor assigns each Agent an ID code 
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							SECTION MITL9105/911 O-096-222-NA 
(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 Agent, if talking or off-hook, has the HELP prompt active on 
the SUPERSET 4 set, and may request assistance from the 
Supervisor by pressing the HELP softkey which sends the following 
minor alarm to the console: 
El01 NNN where: NNN is the Agent equipment number 
XXXXHELP XXXX is the Agent extension number. 
Supervisor 
2.07 One or two Supervisors can provide Supervisor functions for 
the PABX. The following lists features for ACD Supervisor op- 
eration: 
- examining the current status of an Agent Group. 
- recording messages onto a MITEL Recorded Announcement 
Card (RAC). 
- specifying the playback duration (in seconds) of recorded an- 
nouncements. 
- monitoring the Mean Abort Time (MAT); the MAT is calculated 
by the system using the times of the last four calls that were 
aborted. 
- monitoring the number of active Agents. 
- monitoring the number of calls waiting for all Agent Groups. 
The Calls Waiting field on the console indicates the number of 
calls (up to nine) waiting to access a group. When a call rings in 
the Calls Waiting field is overwritten and the appropriate LED 
flashes (Dial 0, LDN, etc.). 
- monitoring an Agent’s conversation without any audio intrusion 
by using the FLASH key programmed as the MONITOR key. 
Since this form of override provides no form of intrusion tone, 
the caller will not be aware that additional persons are moni- 
toring the conversation. Consult local authorities for legalities 
before enabling this key. 
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							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 mechanism operate. If the overflow 
route is to a Recording Group, the incoming trunk will be dropped 
immediately after the recorded announcement is heard by the caller. 
When the MTTA returns to below the maximum, regular sequential 
recorded announcement playbacks will resume. 
Recorded Announcements 
2.10 The SX-7OO/SX-200 software package supports recorded an- . 
nouncements, which may be used by the PABX for several 
different and unrelated functions. Three of these functions are: ACD 
messages, Wake-up messages, and Intercept messages. Refer to Sec- 
tion MITL9105/91 lo-096-224-NA for a detailed description of how 
Recorded Announcements are to be used with this PABX. 
2.11 The console is used to.link the Recording Groups to the Agent 
Groups. Up to four different recorded announcements can be 
given to an unserviced trunk calling each Agent Group. Each an- 
nouncement is specified by a Recording Group and a time delay as 
programmed by the Supervisor. The time delay is the time the trunk 
must wait before hearing the recorded announcement, either from 
when the System answered it (first announcement) or from when it 
was disconnected from the previous message (last three announce- 
ments). A time delay must be given for the first announcement, but is 
optional for the last three. If a delay is not specified, the system 
determines a single delay time for’the remaining announcements, so 
that they are equally-spaced and all heard, given the current MlTA. 
2.12 When a recorded announcement is required for an incoming 
trunk, the specified Recording Group is scanned, and an idle 
recording device is activated. If an Agent becomes free while a trunk is 
connected to a recorded announcement, the PABX immediately con- 
nects the caller to the Agent. 
2.13 The number of RACs and RADs used is limited only by the 
peripheral slots available in the PABX configuration. 
2.14 Each Recording Group provides one message, but can have 
more than one recorded announcement, each with the same 
message. This way, incoming calls do not have to queue for a mes- 
sage during heavy traffic conditions. 
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							SECTION MITL9105/911 O-09%222-NA 
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 connect to the system through a 
tip-ring pair of a line circuit. The equipment number is rung as a 
telephone set is rung; when the RAD answers, the system connects it 
to the incoming trunk, and times the duration that it is connected. At 
the end of the programmed duration, the system disconnects the trunk 
from the device port, and waits for the RAD to go back on-hook. 
2.17 Up to 12 Recording Groups are available. Each Group may 
provide a different message. Under heavy traffic conditions it 
may be desirable to have more than one recording unit with the same 
recording in each Recording Group. This is done to avoid having 
incoming calls queue for a recording. 
Incoming Trunks 
2.18 Incoming trunks may be handled more efficiently by using the 
following features: 
- Automatic 2-level priority selection - while waiting for service 
from an Agent Group, an incoming trunk in Trunk Group 12 has 
priority; this group should include INWATS, foreign exchange, 
and tie trunks. 
- One or more trunk groups can be directed to the same Agent 
Group, but one trunk group cannot be directed to more than 
one Agent Group. 
- If the MTTA exceeds a selected maximum for an Agent Group, 
all incoming trunks can be automatically diverted to an over- 
flow route - special Recording Group, Agent Group, extension, 
or Supervisor. 
- For proper operation, ACD trunks must be Ground Start, and be 
able to recognize and disconnect abandoned calls. Otherwise, 
the calls will remain queued, and eventually have to be an- 
swered, causing unnecessary workload. 
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							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 Option 49 (Station Conference) 
- COS Option 117 (ACD Agent) 
- System Feature Access Code 18 (Supervisor Access Code) must 
be programmed (usually *). 
- System Feature Access Code 49 (ACD Agent Access Code) 
must have an Access Code defined so that Agents may log in 
and out. 
- System Option 103 (Supervisor Busy Override) must be enabled 
to allow the Supervisor to override a conversation. 
- The relevant Traffic Measurement System Options must be en- 
abled (refer to Section MITL9105/911 O-096-450-NA). 
- The relevant Station Message Detail Recording Options must be 
enabled (refer to Section MITLS 105/911 o-096-45 1 -NA). 
- A RAD may be connected only to a standard line card. 
- System Option 230 (Account Code Enable) and other Options 
for the desired Account Code operation must be set if Account 
Codes are to be used. 
- To enable the Supervisor to override an Agent with no audio 
intrusion System Option 131 must be enabled to have the con- 
sole FLASH key converted to an OVERRIDE key. System Option 
103 (Attendant Busy Override) must also be enabled. Note that 
System Option 131 conflicts with 121 (Serial Call Override Flash 
key). 
- SMDR must be enabled to run on incoming trunks. Also, all ACD 
trunks must be programmed as DIL to the Agent Groups in- 
tended to serve them. 
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							SECTION MITL9105/911 O-096-222-NA 
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 required. The total 
collective assignment of Hunt Groups cannot exceed 12. 
Agent Groups 
3.05 Agents must be programmed into one or more Agent Groups 
(Hunt Group). All Agents who service the same type of calls 
must be in the same Agent Group, which is assigned its own Access 
Code. 
Supervisor Functions 
3.06 The Supervisor specifies the ACD parameters by dialing from 
the Supervisor Console using Supervisor Function Codes. All * 
Standard Programming must be completed before using the Supervisor 
codes. 
To Specify Maximum MTTA and Overflow Code 
Dial 
Dial 
Dial 
Dial 
Dial ~246 
Agent Group Access Code 
maximum time to answer, in seconds (000-255) 
Overflow Access Code (Agent/Recording Group, Supervisor) 
* to enter another Agent Group number or press the RE- 
LEASE key. 
The console displays: 
SOURCE XXXX -ITT where: XXXX - Agent Group Access 
Code 
DEST YYYY l-l-r - maximum time to 
answer (MTTA 
000-255 s) 
YYYY - Overflow Access 
Code (Agent Group, 
Recording Group, 
station, or 
Supervisor) 
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							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 seconds (00-99) 
Dial * to enter another Agent Group number, or 
Press RELEASE key when finished. 
The console displays: 
SOURCE XXXX ll- where: XXXX - Agent Group Access 
Code 
-IT - current work time 
(00-99 s) 
To’ Specify Recordings and Delay Times 
Dial 
Dial 
Dial 
Dial 
Dial 
Dial 
Press ~243 
Agent Group Access Code 
choice number (l-4) (Choice 1 must be programmed) 
Access Code 
time delay, in 2-digit seconds (00-99 where 00 = automatic) 
x to enter another choice number, or 
RELEASE key. 
The console displays: 
SOURCE XXXX Z 
DEST YYYY l-r where: XXXX - Agent Group Access 
Code 
z - Recording number of 
the Agent Group 
YYYY - access code 
(Recording Group, 
Agent Group, 
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							SECTION MITL9105/911 O-096-222-NA 
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) 
l-r - delay time (00-99 s) 
To Delete All Data Associated With an Agent Group 
Dial ~243 
Dial Agent Group Access Code 
Dial # 
Press RELEASE key to terminate. 
To Examine Current Status of an Agent Group 
Dial 
Dial 
Press ~247 
Agent Group Access Code 
RELEASE key to terminate. 
The console displays: 
SOURCE XxXx zz where: XxXx - Agent Group Access 
Code 
DEST T-l-r AAA zz - number of active 
Agents in the group 
- Mean Time to 
Answer (000-255 s 
based on last four 
calls answered) 
- Mean Abort Time 
(000-255 s based on 
last four calls 
aborted) 
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							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 MlTA exceeds the 
specified maximum for an Agent Group, the Supervisor is immediately 
notified by a minor alarm. The format of the alarm is: 
El00 NNN where: NNN is the Agent Group number (1-12) 
XxXx or XxXx is the Agent Group Access Code. 
3.08 If an Agent requires assistance from the Supervisor and presses 
the HELP Key on the SUPERSET@, a minor alarm is generated: 
El01 NNN where: NNN is the Agent equipment number 
XXXXHELP XxXx is the Agent extension number. 
Override/Monitor 
3.09 If the Supervisor wishes to participate in an Agent’s conversa- 
tion, the Supervisor need only dial the Agent‘s extension num- 
ber, and then press the OVERRIDE key. While this key is held down, the 
Supervisor may talk to the Agent and the caller. A barge-in tone is 
heard by all parties when the Supervisor overrides. 
3.10 If the Supervisor wishes to monitor the Agent’s conversation 
without any intrusion tones the Supervisor may do so by dialing 
the Agent’s extension number, and then pressing the MONITOR key 
that the programmer substituted for the FLASH key. While this key is 
held down, the Supervisor may listen to the Agent and the caller (Note: 
to inhibit audio from the Supervisor, the console must have a special 
handset with a microphone switch). No tone is heard by the Agent or 
caller when the Supervisor is monitoring. 
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