Mitel SX 200 DIGITAL Pabx General Descriptions Manual

ACD Monitors 
Table IO-28 Terms Used In Agent Programmed Data Display 
Term Meaning 
Group Name The group’s name as programmed in CDE. 
Group Num The group’s number as programmed in CDE. 
Super Name The name of the agent’s supervisor. 
The ID of the agent’s supervisor. 
Sen’r Name 
Sen’r ID 
Agent CO5 The name of the agent’s senior supervisor. 
The ID of the agent’s senior supervisor. 
The Class of Service assigned to the agent. When 
this agent iogs in, this COS is transferred to the set, 
overwriting...

ACD ~fLEMARKETfR Application Package 
15: 53 23-APR-89 AGENT STATISTICS MITEL ACD TELEMARKETER 
AGENT DATA 
GROUP NAME : NEWSROOM 
GROUP NUM : 33 LAST HOUR SHIFT TOTAL 
LOGIN TIME : 08:27 
LOGIN DATE : 23-APR-89 
SHIFT DUR : 07:36 
AGENT 3250 LIKOUDIS J  READY- : 15 00:56 
MAKE BUSY 2 00:47 
OUTGOING : - : 
ON non ACD : - :  ANS by ACT : 13 02:21 ANS by 
ACT 49 1:46 
l- 1 2- ) 3- p- 1 5- CANCEL 
5- 
I 7- PRINT ) 8-PREVIOUS 1 g-NEXT 1 0- RETURN 
Figure 10-l 3 Agent Statistics Display 
Table lo-29...

ACD Monitors 
Table IO-29 Agent Statrstics Form Softkey Labels 
(continued) 
I 
Softkey Label 
I Function 
NEXT 
RETURN Displays the statistics for the next agent, sorted by 
group number and agent ID. The softkey only ap- 
pears when there is an additional agent. 
The RETU:RN key (either hardkey or softkey) returns 
the user to the AGENT SUMMARY form described in 
paragraph 10.26 
I Page 2 of 2 
Table IO-30 Terms Used In Agent Statistics Display 
Term 
Agent Data 
Group Name 
Group Num 
Login Time...

ACB TELEMARKETER Application Package 
Table IO-30 Terms Used In Agent Statistics Display 
(continued) 
Shift Total 
Ans By Agt The number and average duration of incoming 
ACD calls answered by the agent since login. 
Page 2 of 2 
Agent Activity 10.30 The Agent Activity form shown in Figure lo-14 provides a continu- 
ously updated display of ACD information for the agent, plus status for the 
agent’s set and the current call. 
15: 53 23-APR-89 AGENT ACTIVITY MITEL ACD TELEMARKETER 
GROUP’ NAME : NEWSROOM...

ACD Monitors 
Table IO-31 Agent Activity Form Softkey Labels 
Softkey Label 
CANCEL 
PREVIOUS 
NEXT 
RETURN Function 
Returns the user to the System level. Refer to para- 
graph 10.11 for details. 
Displays the statistics for the previous agent, sorted 
by group number and agent ID. The softkey only 
appears when there is a preceding agent. 
Displays the statistics for the next agent, sorted by 
group number and agent ID. The softkey only ap- 
pears when there is an additional agent. 
The RETURN key...

ACD TELEMARKETER Application Package 
Table IO-32 Terms Used In Agent Actrvtty Dtsplay 
(continued) 
Term . Meaning 
DND Indicates that the agent’s set is in Do Not Disturb 
mode. 
4uto Answr Indicates that the set will automatically answer 
ACD calls to the set without agent intervention. 
English indicates the language of the set; English or 
French. 
4CD State indicates the type of activity the agent is involved 
in from the following list: 
Make Busy acd -on an ACD call 
dnd -the agent’s set has Do...

11. PROGRAMMING 
GENERAL 
11.1 Customer Data Entry for the ACD TELEMARKETER applications pack- 
age involves specifying the routing of incoming ACD calls by entering data 
into a network of programming forms. Information in the forms is linked 
through a series of indexes and pointers. The forms which make up the ACD 
network are: 
0 System Options (Form 04) 
l .ACD Agent Groups (Form 39) 
l Agent Group Subform (Subform of 39) 
0 ACD Keys Template (Form 38) 
0 COS Define (Form 03) 
0 ACD Supervisors...

ACD TELEMARKETER Application Package 
Table 1 l-l System Option Form Fields 
Option Function 
AUTOMATIC CALL 
DISTRIBUTION 
(Option 41) Setting this option to ENABLED allows access to the 
programming forms related to ACD. 
ACD SILENT ’ Setting this option to ENABLED allows a supervisor 
MONITORING 
(Option 42) to monitor ACD calls by dialing a programmed fea- 
ture access code. 
ACD SILENT Set this option to ENABLED if agents are to be noti- 
MONITORING BEEPS 
(Option 43) fied when monitoring is in...

Programming 
ACD AGENT GROUPS FORM 
[ ACD GRP. 
I AGENT ID AGENT NAME co5 
Figure 1 l-2 ACD Agent Groups Form (Form 39) 
The fields on the ACD Agent Group form contain customer-defined data. 
Table 11-2 defines the contents of each field . 
Table 11-2 ACD Agent Group Fields 
Field 
ACD GRP 
ACD GROUP NUMBER 
ACD GROUP NAME 
AGENT ID Meaning 
A field containing the group number and the 
group name. 
A programmable field containing a l-or 2-digit 
number in the range 1 through 50 that identifies an 
ACD...

ACD TELEMARKETER Application Package 
Table 1 l-2 ACD Agent Group Fields 
(continued) 
Field 
AGENT NAME Meaning 
An optional field that assigns a name to an agent 
ID. The agent name is carried to the set where the 
agent logs on. The name may be up to 10 charac- 
ters, but can not begin with * . 
cos A 2-digit field specifying the Class-Of-Service 
number of this agent. Range is 1 to 50. 
Page 2 of 2 
AGENT GROUPS SUBFORM 
11.4 The Agent Groups subform (Subform 39) shown in Figure 1 l-3 is ac- 
cessed...