Mitel SX 200 DIGITAL Pabx General Descriptions Manual

ACD Monitors 
1 
Table IO-12 Terms Used In Path Programmed Data Display 
(continued) 
Term 
Ans Delay Meaning 
The time, in minutes and seconds, that the caller is 
allowed to hear ringback before the ACD system 
attempts to answer the call. 
Priority The priority of the ACD call. The highest priority is 
1, and the lowest is 99. 
RADs 1 through 4 
ID The access code and name of the Recorded An- 
nouncement Device (RAD) hunt group. 
Music The access code of the music source to be used after 
the...

ACD TELEMARKETER Application Package 
14: 26 23-APR-89 PATH STATISTICS MITEL ACD TELEMARKETER 
NUM NUM CONN SUMMARY-LAST HOUR 
GRP 
GROUP ‘AGT CALLS ACT 
NUM NAME IREC WTG IREC OFFERED 
ANSWERED OVERFLOWED 
PRIMARY : 1 AIV SALE 7 4 7 122 98% 97 78 % 53 43 % 
OVERFLOW 1: 13 COOKBOOK 3 6 2 53 43 % 17 14% 26 21% 
OVERFLOW 2: 4 RECORDS 8 2 5 26 21 % 6 5% 9 7% 
OVERFLOW 3: 7 BULLET 1 6 - - 9 7% 1 1% 
RECORDING 1: 2 TV REC 1 3 2.7 
SVC LEVEL < : 90 79 % 
RECORDING 2: 17 GENERAL 3 - 2 
SVC LEVEL > : 31 20%...

ACD Monitors 
Table lo-13 Path Statistics Display Softkeys 
(continued) 
Softkey Label 
NEXT Function 
This softkey is present if paths exist that have higher 
access codes than the path being displayed. Press- 
ing this key displays the statistics for the next higher 
ACD Path. 
RETURN The Return key (either hardkey or softkey) returns 
the user to the Path Summary form. See paragraph 
10.13 for a description of the Path Summary form. 
Page 2 of 2 
Table IO-14 Terms Used In Path Statistics Display 
Term...

ACD TELEMARKETER Application Package 
Table IO-14 Terms Used In Path Statistics Display 
(continued) 
Term 
Overflowed Meaning 
The number of calls that overflowed from the 
group to the next overflow point on this path, and 
the percentage of calls offered to the group, which 
overflowed. Calls which overflowed to inter-flow 
are not counted. 
SVC Level< The number of ACD calls answered on the 
path within the path’s service time, and the 
percentage of calls answered that this represents. 
SVC Level >...

ACD Monitors 
14:26 23-APR-89 PATH ACTIVITY MITEL ACD TELEMARKETER 
PRIMARY AIV SALE 
Caller No. 
w3 O/F 1 COOKBOOK 
Caller No. 
wto 3lF2 RECORDS O/F3 
Agent BULLET 1 
Ready 
T 101 6 00:03 
T 21 4 00:24 
T 82 3 00:49 
2614 1 01:08 2614 6 01:05 
MCGRATH M. 17:17 
FAGAN J.L. 16:21 
DOYLEND C. 14:58 
THOMPSON B. 14:39 
CHENG J. 02:31 
LAVALLEE P. 02128 
FARROW MOE 02:Ol 
CHANG BILL 01:55 
REHDER M. 01:31 
WEATHERSPOON 01:04 
PATH 1 666 TV SALES 
l- 2- 
3- 4- 5- CANCEL 
6- 7- 8- PREVIOUS 9- NEXT 0- RETURN...

ACD TELEMARKETER Application Package 
Table IO-15 Path Activity Display Softkeys 
(continued) 
Softkey Label 
NEXT Function 
This softkey is present if paths exist that have higher 
access codes than the path being displayed. Press- 
ing this key displays the activity for the next higher 
ACD Path. 
RETURN The Return key (either hardkey or softkey) returns 
the user to the Path Summary form. See paragraph 
10.13 for a description of the Path Summary form. 
Page 2 of 2 
Table IO-16 Terms Used In The Path...

ACD Monitors 
l the Group Programmed Data form displays the data programmed in CDE 
for each agent group. 
l Group Statistics form provides statistics gathered on the agent group over 
the past hour and since the beginning of the shift. 
l Group Activity form shows current caller and agent activity for the group. 
The purpose and contents of each form is described in the following subsec- 
tions. 
Group Summary 
Form 10.18 The primary form available within the agent group sub-level is the 
Group Summary...

ACD TELEMARKETER Application Package 
lo:04 23-APR-89 GROUP SUMMARY MITEL ACD TELEMARKETER 
RP 
GROUP 
UM 
NAME 
1 AIV SALE 
4 RECORDS 
7 
BULLET 1 
11 
12 
18 
35 
38 POP 
JAZZ 
COOKBOOK 
TRINKETS 
JOKELINE 2 1 
,l 
1 - : 
3 2 
3 13 12 
3 2 
73 43 22 
37 101 33 
835 561 274 
PATH 1 666 TV SALES 
PROGRAMMING 1 2- STATISTICS 1 3- ACTIVITY IO- 1 5- CANCEL  AGENTS NUM ON 
LOGGED. CALLS ACD 
ON WIG CALLS 
7 4 7 
8 2 -5 
6 - - SUMMARY -LAST HOUR 
OFFERED ANSWERED OVERFLOWED 
122 97 23 
142 138 4 
37 37 
7-...

ACD Monitors 
Table IO-17 Group Summary Form Softkey Labels 
(continued) 
. Softkey Label 
CANCEL 
PRINT 
PAGE UP 
PAGE DOWN Function 
Returns the user to the System level. Details of the 
System level are in paragraph 10.11 . 
Starts a dump of this form to the printer used for 
the ACD Monitor Print. 
Accesses groups with lower numbers if there are 
more agent group summary lines than fit on one 
screen. The key only appears when an upward 
scroll can occur. 
Accesses groups with higher numbers if there...

ACD TELEMARKETER Application Package 
Table IO-18 Terms Used In Group Summary Display 
(continued) 
I 
Term . Meaning 
ANSWERED The number of incoming ACD calls answered by 
this group, and the average duration of those calls. 
OVERFLOWED The number of calls that overflowed in any path 
while queued for this group as the primary group. 
I 
Page 2 of 2 
Group 
Programmed Data 10.22 The Group Programmed Data form shown in Figure 10-8 displays the 
data programmed during CDE for the agent group. 
lo:04...