Mitel SX 200 DIGITAL Pabx General Descriptions Manual

ACD TELEMARKETER Application Package
NOTICE
The information contained in this document is believed to be accurate in all respects
but is not warranted by 
Mite1 Corporation (MITEL). The information is subject to
change without notice and should not be construed in any way as a commitment by
Mite1 or any of its affiliates or subsidiaries. Mite1 and its affiliates and subsidiaries as-
sume no responsibility for any errors or omissions in this document. Revisions of this
document or new editions of it may...

Table of Contents
l.GENERAL......................................................62 0 l-l
Reason for Reissue..............................................620 l-l
IntendedAudience.............................................62 0 l-l
ManualStructure..............................................620 l-l
Conventions..................................................620 l-2
KeyNames................................................62 0 l-2
‘DataEntry.................................................62 0 l-2
Data...

ACD TELEMARKETER Application Package
ServiceLevel...............................................
620 3-11
Overflow..................................................
620 3-11
Interflow..................................................
620 3-11
Music Between Recordings...................................620 3-l 2
Alternate Music Source.......................................620 3-l 2
Recorded Announcements......................................620 3-l 2...

Table of Contents
Position Login/Logout.............
Conditions...................
Login........................
Logout......................
Headset Operation................
Line Select Keys...................
. , . . . . . .
.......
.......
.......
.......
6.ACDACENTSETS............................................Functions.................................................
Login/Logout.............................................
Login....................................................

ACD TELEMARKETER Application Package
Shift Key . . .._............................................. 620 7-9
8. ACD SENIOR SUPERVISOR SET
.....................................620 8-l
Functions.....................................................
620 8-l
Login/Logout.................................................
620 8-l
Login.....................................................
620 8-1
Logout...................................................
620 8-l
Queue Status...

Table of Contents
MonitoringAgents.............................................620 lo-28
AgentSummary............................................620 lo-29
Agent Programmed Data....................................620 1 O-31
Agent Statistics.............................................620 1 O-33
Agent Activity.............................................620 1 O-36
11. PROGRAMMING................................................
620 11-l
General......................................................620 11-l...

ACD TELEMARKETER Application Package
Figure 10-3 Path Summary Display
................................620 1 O-8
Figure 1 O-4 Path Programmed Data Display........................620 1 O-l 1
Figure 1 O-5 Path Statistics Display.................................620 1 O-14
Figure 1 O-6 Path Activity Display
.................................620 1 O-l 7
Figure 1 O-7 Group Summary Display
..............................620 1 O-20
Figure 1 O-8 Group Programmed Data Display.......................620 1 O-22
Figure 1...

Table of Contents
Table IO-21 Path Programmed Data 
Softkey Labels..................620 1 O-25
Table IO-22 Terms Used In Path Programmed Data Display............
620 1 O-25
Table 1 O-23 Group Activity Softkey Labels.........................620 1 O-27
Table IO-24 Terms Used In Group Activity Display...................620 1 O-27
Table IO-25 Agent Summary Form Softkey Labels...................620 1 O-30
Table lo-26 Terms Used In Agent Summary Display..................620 1 O-30
Table IO-27 Agent Programmed...

1. GENERAL
1.1This practice describes the features, operation, and programming of
the ACD 
TELEMARKfTfRTM Applications Package for the SX-ZOOR DIGITAL
Private Automatic Branch Exchange 
(PABX).REASON FOR REISSUE
1.2This practice is reissued to include revisions and additions to the in-
formation contained in the previous issue. As the manual is completely re-
written, no change bars are used.INTENDED AUDIENCE
1.3This practice is for those involved in the marketing, installation, pro-
gramming, and...

ACD TELEMARKETER Application Package
lMonitors describes the monitor displays, and the contents of each display.
lProgramming covers tasks required to complete the programming forms
for installing the 
ACD TELEMARKETER feature, and customizing its opera-
tion to meet the requirements of the user.
CONVENTIONS
1.5To simplify the descriptions in this practice, the following conven-
tions have been followed.Key Names
1.6 Names of keys on a keyboard are shown in bold.Example: Return
Data Entry
1.7 Data to be...