Mitel SX 200 DIGITAL Pabx General Descriptions Manual

Configuring An ACD System
calls. The Planner identifies all major elements that must be addressed while
setting up the system.
Once the Path Planner has been completed to the ACD system designer’s satis-
faction, the information is transferred to the CDE forms for system program-
ming.
The CDE forms pertaining to the ACD 
LELEMARKEXR feature are described in
Section 11 of this practice. For a description of all system CDE forms, refer to
Customer Data Entry (CDE), Practice 9109-094-2 1 0-NA. Appendix B...

ACD TELEMARKETER Application PackageACD TELEMARKETERTMPATH PLANNER
Purpose of this Path:
Path Service Level:
Recording 
1RAD: 
=Start: .
-.-
Name:1 Length:-:- 
(
Recording 2
RAD:Start: .
--
Name:
ILength:-:- ]
Recording 3
RAD:Start: .
-.-Name:
Length:- 
:-
Recording 4
RAD:Start: .
Name:Length:- 
:-3rd Overflow
Agent Group
INSTRUCTIONS:
l.Completea Path Plannerforeach path.
2. Caller can listen to 
RADs with the option of Music on Hold (MOH) or an alternate music source/recording between
the RADs. (RAD =...

Configuring An ACD System
Purpose of this
Path4.15
The Purpose of this Path field allows the designer to summarize in afew words the intention of this path. The information in this field is for in-
formation only and is not programmed on any form during CDE.
Name4.16The Name field contains a descriptive name identifying the function
of the path. This name appears in the ACD Path monitor displays, and on the
Agent’s 
SUPERSET telephone when the set is presented with a call. This al-
lows agents handling...

ACD TfLEMARKETfR Application PackageMOH or Ext #
Recording 2through 4
Queued Calls
Primary AgentGroup
Overflow Group
Exists
InterFlow
Inter-flow PointStart: The Start field specifies the time between the end of the Delay for 
Ring-
back timer and the start of the first recording. During CDE, transfer this infor-
mation from the Path Planner sheet to the Recording 1: Start Time field on
the ACD Path form (Form 41).
Name: The Name field specifies the name of the RAD Group for Recording 
1.
During CDE,...

Configuring An ACD System
During CDE, transfer this information from the Path Planner sheet to the 
In-
terflow Point Access Code field on the ACD Path form.Interflow iimeout
4.29The Interflow Timeout field specifies the waiting time for an ACD call
before the system routes the call to an interflow point outside the system. The
timer range is 1 second to 54 minutes.
During CDE, transfer this information from the Path Planner sheet to the 
In-
terflow Timeout field on the ACD Path form (Form 41).Allow...

ACD TELEMARKETER Application Package
620 4-10This page intentionally blank9 109-094-620-NAIssue 3Revision 1 

.5. ACD SET DESCRIPTION -GENERAL
5.1This section of the practice describes the ACD TELEMARKETERfea-
tures on SUPERSET telephones used by all ACD positions, and includes de-
scriptions of position 
login, headset operation, and line select keys.
Refer to the following sections for specific information about the sets used by
each ACD position:
l Section 6: ACD Agent Sets
l Section 7: ACD Supervisor Sets
l Section 8: ACD Senior Supervisor Sets
SUPERSET4TELEPHONES
5.2All ACD TELEMARKETER positions use...

ACD TELEMARKETER Application PackageLine Status
indicators
Line
Select
KeysFigure 5-l 
SUPERSET 4 Telephone
POSITION LOGINILOGOUT
5.3The ACD Agents and Supervisors are completely mobile with the Mite1ACD TELEMARKETER package. All ACD positions are linked to software, not
hardware, so the system recognizes a login from any SUPERSET telephone
within the PBX, and immediately transforms the set to the users’ prepro-
grammed specifications. The following topics discuss the 
login conditions,
the changes that...

ACD Set Description -General
lThe set’s COS is replaced by the position’s COS.
lThe speedcall and feature keys on the set are replaced by the speedcall and
feature keys of the position template.
lThe set has two access codes attached to it - the set access code and the
position ID code.The following are unaffected by the position 
login:l forwarding,
. DND,
lmessages (left or received by the set),
l redial,
l reminders, and
l callbacks.
Once a position has logged in, the name and speedcall keys cannot be...

ACD T.ELEMARKETER Application Package
620 5-4This page intentionally blank
9 109-094-620-NAIssue 3Revision 1