Mitel Sx 100, Sx 200 Superswitch Volume V Instructions Manual

							Automatic Call Distribution 
4. PROGRAMMING EXAMPLE 
General 
4.01 This data must be entered into the system from the console 
before recorded announcements can be used. Guidelines which 
apply to all recorded announcements are listed below. 
- All RACs and RADs within one Recording Group must hold the 
same message. 
- The length of the message in a recording group must be speci- 
fied; it must not exceed 8 seconds if the group includes a RAC, 
but can be up to 99 seconds if the group contains only RAD(s). 
- The supervisor accesses a Recording Group by the Group Ac- 
cess Code assigned when the group was created. 
- Each module on a RAC can be in a different Recording Group. 
- Four equipment numbers (of eight assigned to a card position) 
are assigned for each RAC, two for each module. All four equip- 
ment numbers must be assigned; otherwise, only the assigned 
channels are used. 
module 1 record/playback channel 1 (card position equip num 2) 
playback channel 2 (card position equip num 4) 
module 2 record/playback channel 3 (card position equip num 6) 
playback channel 4 (card position equip num 8) 
- Messages on RACs are recorded from the console; messages 
on RADs are recorded according to manufacturer’s instructions. 
- A RAD is assigned to one equipment number (standard line 
circuit tip and ring). 
- Each recording group must be identified with a unique access 
code. Each RAC or RAD must be assigned to a recording group 
(if necessary, a group of one member). 
4.02 The following steps are an example of how an SX-7OO/SX-200 
PABX with ACD software may be programmed to use Automatic 
Call Distribution and Recorded Announcements to distribute incoming 
traffic to a group of Agents. Figure 4-l and Figure 4-2 are forms which 
have been completed to correspond with this example. 
(a) Define and program agent extension class of service options, 
including COS Option 117, which must be enabled for ACD 
agent status. Refer to Section MITLS 105/911 O-096-2 1 0-NA, 
System Programming for a detailed description of system pro- 
gramming. 
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							SECTION MITL91 OW911 O-096-222-NA 
(b) Specify equipment numbers for equipped RADs into system; 
refer to RAWRAD Programming form (refer to Figure 4-2). 
Dial ~230 
Dial RAD port equipment number 
Dial *to proceed to equipment number of next RAD 
Dial RAD port equipment number 
Repeat above two steps for further RAD port assignments 
Press RELEASE when complete. 
(c) Specify equipment numbers for equipped RACs into system; 
refer to RAWRAD Programming form (refer to Figure 4-2). 
-Dial ~23 1 
Dial equipment number for the first RAC record/playback channel 
(second equipment number of RAC slot) 
Dial * to proceed to the next equipment number 
Dial equipment number for the second RAC record/playback 
channel (sixth equipment number of RAC slot) 
Repeat above two steps for further RAC assignments 
Press RELEASE when complete 
Dial ~232 to review assignments 
Dial * to proceed to the next equipment number. 
Note: The system automatically increments the record/playback 
channel equipment number by two to define the playback only 
channel of the same module. 
(d) Define agent extensions, hunt groups, and recording groups on 
the HUNT GROUPS AGENT/RECORDING GROUPS form. Figure 
4-l shows a form completed with a typical PABX assignment, 
one terminal hunt group and four recording groups. A RAC is 
installed in slot 7; therefore its equipment numbers are 50, 52, 
54, and 56. RADs are connected to the first two line circuits of 
slot 8; therefore their equipment numbers are 57 and 58. 
(e) Put the Supervisor console into SYSTEM PROGRAMMING mode 
(refer to Section MITL9105/91 lo-096-210-NA) and program the 
data recorded on the Hunt Groups Agent/Recording Groups 
form into the system: 
Press HUNT GROUP and enter hunt group number (1-12) 
Press ACCESS CODE and enter access code 
Press EQUIPMENT NUMBER and enter equipment number 
Repeat above two steps for further equipment number entries 
Press ENTER when complete 
Repeat above four steps for each hunt group 
Exit from PROGRAMMING mode. 
Note: All agent/recording groups being used, including a group with 
onl one member, must be identified on the Hunt Groups 
Agent/Recording Groups form (Figure 4-l) and programmed 
into the PABX. 
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							Automatic Call Distribution 
Transfer the following data from the HUNT GROUPS 
AGENT/RECORDING GROUPS form (refer to Figure 4-l) to the 
RAC/RAD PROGRAMMING form (refer to Figure 4-2): 
- Agent equipment numbers 
- Hunt groups and access codes for each Agent group 
- Equipment numbers for each equipped RAC 
- Hunt groups and access codes for each RAC recording 
group 
- Equipment numbers for each equipped RAD 
- Hunt groups and access codes for each RAD recording 
group. 
(g) Specify time durations onto the RAWRAD Programming Form 
(see Figure 4-2): 
Assign time in seconds (nn) to time delay choice 1 
Assign all message lengths in seconds (nn) for each RAC or RAD 
Assign time in seconds (nn) for each music on hold duration. 
(h) Specify recorded message length times into system from Su- 
pervisor console (in normal operating mode, not programming 
mode). 
Dial ~242 
Dial recording group access code 
Dial message length time in seconds (nn) 
Press RELEASE when complete 
Repeat above steps for all recording groups. 
(i) Specify time delay and recording duration for choices l-4. Note 
that it is not necessary to use four Recording Devices; one of 
the choices may be Supervisor, Agent, Agent Group, or Agent 
(instead of using the overflow condition). 
Dial ~243 
Dial agent group access code 
Dial choice number (l-4) 
Dial access code 
Dial time delay in seconds (00-99) where 00 = automatic 
Dial % to proceed to the next choice and repeat above three steps 
Press RELEASE when complete. 
(j) Review recording time assignments. 
Dial 
Dial 
Dial 
Dial 
Press ~244 
agent group access code 
recording duration choice number (l-4) 
++ to review other recording assignments and repeat above 
two steps 
RELEASE when complete. 
(k) Assign Mean Time to Answer (MTTA) (nnn seconds) and over- 
flow destination to RAWRAD Programming Form. This destina- 
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							SECTION MITL9105/911 O-096-222-NA 
tion may be the Supervisor, one specific extension, an agent 
group, a hunt group, or return to this group. 
(I) Enter MlTA/overflow per Agent group. 
Dial ~246 
Dial Agent group access code 
Dial MlTA time entered on RAWRAD Programming Form (000 - 
255 seconds) 
Dial overflow access code (for agent/recording group supervisor) 
Press RELEASE when complete. 
(m) Review current MTTA and overflow code. 
Dial ~246 
Dial agent group access code 
Dial # 
Press RELEASE when complete. 
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							Automatic Call Distribution 
Figure 4-l Hunt Groups Agent/Recording Groups Programming Form 
Page 17  
						

							SECTION MITL9105/911 O-096-222~NA 
Work 
I 
Agent Group - g;cg, L 
Access Code J 2’ 
E: AxL 
NOTES 
If call is not answered within 
total MlTA time, it will be 
routed to the OVERFLOW 
destination. 
The MlTA must be greater than 
the sum of all Message 
Lengths and Music on Hold 
Durations. Recording Device 1 
+ Recording Group 
Access Code 
Equipment Number 
5 
Equipment Number 5: 
Message Length 
MOH Duration A 
Recording Device 2 
I 
Recording Group -4 
Access Code 
2232 
Equipment Number 
Equipment Number -3% 
Message Length 
MOH Duration * 
Recording Device 3 
I 
Recording Group 
4 
Access Code 2233 
Equipment Number 57 
Equipment Number 
Message Length I o- 
MOH Duration IO 
I 
Recording Device 4 
I 
Recording Group 
Access Code -x&i- 
Equipment Number 58 
Equipment Number 
Message Length L 
OVERFLOW CONDtTtONS 
I 
I 
MHA 
40 
Overflow Access Code 0 
b {Attendant, Agent, Agent Group. 
Extension) 
FORM0006Ft 
Figure 4-2 RAWRAD Programming Form 
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							Automatic Call Distribution 
5. SUPERVISOR FORMS 
General 
5.01 
When setting up or changing ACD functions and assignments, 
the Supervisor should maintain up-to-date and accurate re- 
cords about the system. The following forms may be used for this 
purpose. 
FORM ACD-1 TRUNK GROUP/AGENT GROUP ASSIGNMENT 
MODE DAY SERVICE AGENT GROUP 
OF NIGHT 1 SERVICE 
ACCESS CODE 
SERVICE NIGHT 2 SERVICE 
DESCRIPTION 
MODE DAY SERVICE 
AGENT GROUP 
OF NIGHT 1 SERVICE 
ACCESS CODE 
SERVICE NIGHT 2 SERVICE 
DESCRIPTION 
MODE DAY SERVICE 
OF NIGHT 1 SERVICE 
SERVICE NIGHT 2 SERVICE 
LISTED TRUNK 
DIRECTORY EQUIPMENT 
NUMBER NUMBER PRIORITY 
(note 1) 
Note: 1. Trunks in Trunk Group 12 have priority. 
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							SECTION MITL9105/911 O-096-222-NA 
NOTES: 
If call is not answered within 
total MTTA time, it will be 
routed to the OVERFLOW 
destination. 
The MTTA must be greater than 
the sum of all Message 
Lengths and Music on Hold 
Durations. 
7 
,Recording Device 1 
Recording Group 
Access Code 
Equipment Number 
Equipment Number 
Message Length 
MOH Duration 
lecording Device 2 
Recording Group 
Access Code 
Equipment Number 
Equipment Number 
Message Length 
MOH Duration 
Recording Group 
Access Code 
Equipment Number 
Equipment Number 
Message Length 
MOH Duration 
Recording Group 
Access Code 
Equipment Number 
Equipment Number 
Message Length  Recording Device 4 
1 
OVERFLOW CONDITIONS 
+ 
MTTA 
1 
Overflow Access Code 
(Attendant, Agent, Agent Group, 
Extension) 
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							Automatic Call Distribution 
NOTES: 
If call is not answered within 
total MTTA time, it will be 
routed to the OVERFLOW 
destination. 
The MTTA must be greater than 
the sum of all Message 
Lengths and Music on Hold 
Durations. 
t 
I Recordina Device 1 
R lecording Device 2  Recording Group 
Access Code 
Equipment Number 
Equipment Number 
Message Length 
MOH Duration 
Recording Group 
Access Code 
Equipment Number 
Equipment Number 
Message Length 
MOH Duration 
- 
Recording Device 3 
4 
Recording Group 
Access Code 
Equipment Number 
Equipment Number 
Message Length 
MOH Duration 
lecording Device 4 
4 
Recording Group 
Access Code 
Equipment Number 
Equipment Number 
Message Length 
Overflow Access Code 
(Attendant, Agent, Agent Group, 
Extension)  OVERFLOW CONDITIONS 
I 
MlTA 
7957Ea , \I 
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							SECTION MITL9105/911 O-096-222-NA 
Work 
Time 
Agent Group - (O-99) - 
Time 
Access Code - 
Delay - 
t 
NOTES: 
If call is not answered within 
total MTTA time, it will be 
routed to the OVERFLOW 
destination. 
The MTTA must be greater than 
the sum of all Message 
Lengths and Music on Hold 
Durations. Recording Device 1 
b Recording Group 
Access Code 
Equipment Number 
Equipment Number 
Message Length 
MOH Duration 
Recording Device 2 
I 
Recording Group 
Access Code 
Equipment Number 
Equipment Number 
Message Length 
MOH Duration 
I 
Recording Device 3 
I 1 
Recording Group 
Access Code 
Equipment Number 
Equipment Number 
Message Length 
MOH Duration 
Recording Device 4 
I 
Recording Group 
Access Code 
Equipment Number 
Equipment Number 
Message Length . 
OVERFLOW CONDITIONS 
MT-I-A 
Page 22