Mitel SX 200 DIGITAL Pabx General Descriptions Manual

ACD Monitors 
Setting the 
Password This completes the entry procedure. If the limitation of four simultaneous 
monitors has been exceeded, the system response following the MONITOR 
ACD request changes to: 
Ringing 
System Busy, Try Again Later 
Once logged in to the system, the user is presented with the SYSTEM ACTIV- 
ITY screen, described later in this section. Refer to the applicable subsection 
of this document for detailed descriptions ofthe functions and softkeys avail- 
able at each monitor...

ACD TfLEMARKETfR Application Package 
SYSTEM ACTIVITY 
10.11 Figure 1 O-2 shows an example of the System Activity monitor. The 
softkeys presented.with this display provide access to detailed displays of per- 
formance of specific Paths, Agent Groups or Agents. Table 10-7 explains the 
various softkeys and their purpose. Table 1 O-8 describes each field within the 
display. 
13 : 23 23-APR-89 
CALLER ACTIVITY 
CALLERS : 14 
CALLS WTG : 3 
LONGEST WTG : 00:56 
UNDER IST : 28 % 
BETWEEN : 56 % 
AFTER 2ND :...

ACD Monitors 
Table IO-7 System Activity Display Sof-tkeys 
(continued) 
. Softkey Label 
QUIT Function 
Logs the user out of the Monitor ACD application, 
and terminates the session. 
PRINT Prints the System Activity form on the printer used 
for the ACD Monitor Print. 
Page 2 of 2 
Table IO-8 Terr& Used In System Activity Display 
Meaning 
Caller Activity 
Callers 
Calls Wtg 
Longst Wtg 
Under 1st 
Between 
After 2nd 
On Recrdng The number of callers within the ACD system. 
This includes callers...

ACD TE,WUARKETER Application Package 
Table 10-8 Terms Used In System Activity Display 
(continued) 
Term’ Meaning 
Held Calls Indicates the number of ACD callers that have 
been placed on hold. 
Agent Activity 
On Acd 
Ready The number of agents currently on ACD calls. 
The number of agents currently ready. Those 
agents are not on any type of call and are 
available to receive ACD calls. 
Make Busy The number of logged in agents that are in 
MAKE BUSY. These agents receive no ACD 
calls. 
DND The...

ACD Monitors 
Table IO-8 Terms Used In System Activity Display 
(continued) 
Term Meaning 
Ans 0 y Agt The percentage of all ACD calls that entered 
over the past hour that were answered by an 
agent. 
On Non Acd The number of calls over the past hour that 
were either incoming non-ACD calls an- 
swered by an agent or agent originated calls, 
and the average duration of these calls. 
Abandoned The number of callers who abandoned before 
being answered by an agent, and the average 
time a caller waited...

ACD TELEMARKETER Application Package 
13: 23 23-APR-89 PATH SUMMARY MITEL ACD TELEMARKETER 
NUM CONN 
SUMMARY-LAST HOUR 
PATH PATH 
ACCESS CALLS TO 
NUM NAME CODE WTG AGTS ENTERED ANSWERED ABANDONED INTERFLOWED 
1 TV SALES 666 4 7 122 101 00:54 19 15% 01:49 9 01:58 
2 REC SALES 667 - 2 34 3400:14-- : -: 
3 NEWSMAG 668 23 11 439 202 01:34 31 7% 02:13 4 02:12 
4 SERVICE 669 1 2 13 13 00:40 - - : - : 
5 SUBSCRIPT 662 - - 5 - - 5 100% 1:Ol - : 
I- PROGRAMMING 2-STATISTICS 3- ACTIVITY 4- 5- CANCEL 
5-- 7-...

ACD Monitors 
Table IO-9 Path Summary Display Softkeys 
(continued) 
Softkey Label 
ACTIVITY 
CANCEL .Function 
Accesses the Path Activity display that contains a 
frequently updated view of current traffic on the 
selected path including callers waiting and idle 
agents. Refer to paragraph 10.16 for a description 
of the Path Activity form. 
Returns the user to the System level display. Refer 
to paragraph 10.11 for a description of the System 
level form. 
PRINT 
PAGE UP 
PAGE DOWN Prints the Path...

ACD TELEMARKETER Application Package 
Table IO-10 Terms Used In Path Summary Display 
(continued) 
Term 
Conn To Agts Meaning 
The number of callers from this path current- 
ly talking to agents of any of the groups pro- 
grammed in this path. 
Summary-Last Hour 
Entered The number of calls that entered this path. 
See Note below. 
Answered The first entry is the number of calls an- 
swered by all groups in the path. The second 
entry is the average time to answer for those 
calls. 
Abandoned The first...

ACD Monitors 
14:26 23-APR-89 PATH PROGRAMMED DATA MITELACD TELEMARKETER 
PRIMARY : 
1 TV SALES 
OVERFLOW 1: 13 COOKBOOK 
OVERFLOW 2: 4 RECORDS 
OVERFLOW 3: 7 BULLET 1 
INTERFLOW : 8834 
I/F ENABLD: 
yes RAD 3 ID: 1126 PLS HOLD ON 
O/F to I/F: 
yes MUSIC: 1170 
I/F TIME : 03:30 START: 01:30 
SVCTIME : 
ANS DELAY: 
PRIORITY : 00: 13 
00:12 
20 RAD 1 ID: 1123 ALL ACTS BSY 
MUSIC: system 
START: 00:12 
RAD 2 ID: 1124 STILL BSY 
MUSIC: 1170 
START: 00:45 
RAD 4 ID: 1124STILLBUSY 
MUSIC: 1170 
START: 02:15...

ACD TELEMARKETER Application Package 
620 lo-12 9109-094-620-NA Issue 3 Revision 1  Table IO-11 Path Programmed Data Softkeys 
(coniinued) 
NEXT 
RETURN Function 
This softkey is present if paths exist that have higher 
access codes than the path being displayed. Press- 
ing this key displays the programmed data for the 
next higher ACD Path. 
The RETURN key (either hard-key or softkey) re- 
turns the user to the PATH SUMMARY form. See 
paragraph 10.13 for details of the Path Summary 
form. 
Page 2 of 2...