Mitel SX 200 DIGITAL Pabx General Descriptions Manual

2. ACD OVERVIEW2.1This section of the practice gives a general overview of Automatic Call
Distribution (ACD) and describes the basic components found in ACD systems.
If you are familiar with ACD concepts, turn to Section 3 of this practice for de-tails on the implementation of the ACD 
TELEMARKEER feature for the
SX-200 DIGITAL PABX.AUTOMATIC CALL DISTRIBUTION
2.2Automatic Call Distribution (ACD) offers uniform distribution of in-
coming calls to station users (agents). Calls are routed to groups of...

ACD TELEMARKETER Application Packageprogress, or advise the caller of information that will be required when the
agent answers.
If calls arrive when some of the agents are free, the system may be pro-
grammed to equalize the workload by directing the next incoming call to the
agent who has been idle the 
longest.
STAFFING AN ACD SYSTEM
2.5In most ACD applications, the individual handling ACD calls is re-
ferred to as an agent. Agents are often specially trained to deal with the 
cail-
er’s problems or...

3. ACD TELEMARKETER FEATURE
3.1This section of the practice introduces the ACD TELEMARKETER fea-
ture for the SX-200 DIGITAL PABX, and describes the following components
of the 
ACD TELEMARKETER system:
l ACD Call Flow
0 ACD Positions
l ACD Path
l Recorded Announcements
l Realtime Displays
l Summary Reports
0 ACD TELEMARKETER Reporting System
ACD TELEMARKETER OVERVIEW
3.2The ACD TELEMARKETER Application Package is an advanced Auto-
matic Call Distribution (ACD) system that is fully integrated with the...

ACD TELEMARKETER Application Package
Displayscall will not be answered before the normal overflow time, it forces an imme-
diate overflow.
3.5The ACD TELEMARKETER feature includes realtime displays via stan-
dard 
async datasets and ASCII terminals. Thirteen displays encompass every
area of the ACD operation. Path, group, and agent information is displayed in
three categories; statistical analysis, current activity, and programming infor-
mation. A system activity display provides a general overview of...

ACD TELEMARKETER Feature
3.10The SUPERSETa telephone offers:
a Single key feature activation
lSupervisor monitoring of agent calls with or without agent notification
lAgent help requests during a conversation -transparent to ACD callersl 
Handsetihandsfree/headphone operation
l LCDs load status indication
0 Auto answer
l Time and date display
lPath name display when calls are presented to the agent
lMake Busy keys to temporarily block ACD calls from agents sets
lA programmable name for every ACD entity;...

ACD ELEMARKEER Application Package
Weekly and Monthly Summary Reports include:
lAgent Activity Summary Report with daily totals by ID and agent name.
0Agent Group Summary Report listing daily totals by agent group.
lTrunk Summayr Report with daily totals of calls carried by a particulartrunk.
lPath Activity Report listing daily totals by path.
ACD CALL FLOW3.12
The following paragraphs describe the handling of a typical ACD call
arriving at the system on an incoming trunk. Included is a description of...

ACD TELEMARKETER FeatureForward Timer in the agent’s COS, the system forces the agent’s set
into Make Busy and routes the call to another agent in the group.
This operation is transparent to the caller.
3. System connects caller to the first available RAD in the first recordinggroup defined for the path.
lCaller listens to first recording. Call remains queued on first agent
group.
4. When RAD message ends, system connects call to music-on-hold (MOH)
source or first alternate source as defined for the...

ACD TELEMARKETER Application PackageTime VInterflow
Timeout
RingbackQueue on
DelayPrimary Agent
GroupQueue on
First Overflow
Agent Group
Queue on
Second Overflow
Agent Group
wQueue on
Third Overflow
Agent Group
I5To Interflow
PointFigure 3-2 Overflow/Inter-flow
9. As shown in Figure 3-2 if the call remains unanswered for a period ex-
ceeding the Interflow Timeout programmed for the path, the system
routes the call to the inter-flow point which can be an internal or external
destination. If the interflow...

ACD TELEMARKETER Featurevised transfer, the ACD caller status ends. If, during a supervised transfer, the
person performing the transfer remains on the line after the console answers,
the ACD session is terminated.
LONGEST IDLE AGENT3.14
If multiple agents are free when an ACD call is presented to a group,
the system sends the call to the longest idle agent. To select the longest idle
agent, the system gives a number to the first agent to finish an ACD call. The
next agent to finish an ACD call is given...

ACD TELEMARKETER Application Package
Senior SupervisorName: Reynolds G
ID: 4400
1
SupervisorName: 
Godin L.
ID: 2200
I
Supervisor
Name; Wallace J.
ID: 3300
Agent GroupAgent’ Group
Name: AN SaleName: Ret-classAgent Group
Name: TicketsAgent Group
Name: Inquiry
Agent
Name: Nantel S.
ID: 2210Agent
Name: Peters J.
ID: 2215Agent
Name: Gilmour J.
ID: 3310
Agent
Name: Middleton
ID: 2211Agent
Name: McKay A.
ID: 2216Agent
Name: Proctor L.
ID: 3311Agent
Name: Hendron T.
ID: 4411
Agent
Name: Proctor L.
ID:...