Mitel SX 200 DIGITAL Pabx General Descriptions Manual

Programming 
Table 11-3 ACD Agent Groups Subform Fields 
Field 
4FTERWORK TIMER Meaning 
An optional field to give the agent a wrap-up time 
following ACD calls. Timer range is 0 seconds to 15 
minutes. Default is 0 (no delay time before the next 
call is presented at the set). Campons and callbacks 
do not take precedence over a waiting ACD call. 
Refer to paragraph 11.5 for additional information. 
DVERFLOW TIMER An optional field used to specify the maximum time 
a waiting ACD call remains in this...

ACD TELEMARKEER Application Package 
l The second case of overflowing before the specified time out arises during 
an overloaded state. The system performs an algorithm for an overloaded 
condition each time a new caller arrives for an agent group or when the 
status of an agent changes. Either event causes an overflow if excess callers 
are waiting for the agent group. 
Threshold Timers 11.7 When an ACD call is initially routed to the agent group and there are 
no idle agents available, any appearance...

. Programming 
Table 11-4 ACD Keys Template Fields 
Field 
POSITION Meaning 
Selectable field defining one of the following posi- 
tions: Agent, Supervisor, or Senior Supervisor. 
TEMPLATE NUMBER Selectable field containing one digit in the range 
of 1 through 3 indicating the number of the tem- 
plate being programmed. 
KEY A system generated field listing set key numbers in 
the range of 02 to 15. 
TYPE A programmable field defining the function of the 
set keys. Options vary depending on the template...

ACD TELEMARKETER Application Package 
COS DEFINE FORM 
[ cos: 1 ] OPTION . (DISPLAYING ENABLED) STATUS OPTION NUM 
Recording Failure to Hangup Timer 
SUPERSET -Auto Answer l-255 seconds 
SUPERSET - Headset Operation 
ACD - Agent Template ( O-3, O= disable > 
ACD - Supervisor Template ( O-3, O=disable ) 
ACD - Senior Supervisor Template ( O-3, 0 =disable ) 
ACD - Agent Always Auto-Answer 30 404 
ENABLED 600 
ENABLED 612 
0 650 
0 651 
0 652 
ENABLED 
653 
Figure 11-5 COS Define Form (Form 03) 
The COS...

Programming 
Table 1 l-5 COS Options Fields 
(continued) 
Field Meaning 
SUPERSET- Headset Set to ENABLED if the agent’s SUPERSETtelephone 
Operation is to be used with a headset rather than a handset. 
(COS Number 612) Set to DISABLED if the telephone is to be used only 
with a handset. 
Default is ENABLED. 
ACD - Template 
(Agent, Supervisor, 
and Senior Supervi- 
sor) 
(COS Numbers 650 
through 652) Enter the template number of the appropriate ACD 
Keys Template Form. Three template configura- 
tions...

ACD TELEMARKETER Application Package 
ACD SUPERVISOR FORM 
ACD SENIOR SUPERVISOR ID CODES NAME 
cos 
Figure 1 l-6 ACD Supervisor Form (Form 40) 
The ACD Supervisor form contains three programmable fields which must be 
defined by the customer. Table 1 l-6 defines each field. 
Table II-6 ACD Supervisor Form Fields 
Field 
ID Code 
Name 
cos 
Meaning 
A programmable field used to record Senior 
Supervisor identification numbers. Their IDS are 
used when logging on and as an access code to call 
the user....

Programming 
to the same supervisor, the entries reporting to the supervisor are sorted by 
group number. 
ACD SUPERVISOR SUBFORM 
GRPS OF 
SUPER ID SUPER NAME 
Figure 1 I-7 ACD Supervisor Subform (Subform 40) 
Table 11-7 defines the fields of the ACD Supervisor Subform. 
cos 
Table 1 l-7 ACD Supervisor Subform Fields 
Field 
Heading 
GRPS OF 
SUPER ID 
SUPER NAME 
cos Meaning 
A system generated field listing the senior 
supervisor’s name and ID. The name defaults to 
‘SENIOR’ if no name was programmed...

ACD TELEMARKETER Application Package 
ACD PATHS 
11 .I2 The ACD path is the major element of the ACD structure. Each path 
contains all the information necessary to carry an incoming call through the 
ACD system. Paths specify the resources used, the order in which the resources 
are encountered, and the timing of the steps through the path. Up to 99 
paths may be assigned in the system. Figure 11-8 contains the ACD Path 
form. 
ACD PATH 
[ ACD PATH: 
1 OPTIONS STATUS 
Access Code For This ACD Path...

Programming 
Table 11-8 ACD Path Form Fields 
Field 
ACD Path Meaning 
Header field identifying the ACD path by name and 
number. 
ACD Path Number 
ACD Path Name Programmable field containing a one or two digit 
number in the range of 1 to 99. 
. 
Programmable field identifying the path by name. 
This field can not be accessed until the path has 
been assigned an access code and a primary agent 
group. The path name can be up to 8 characters 
and cannot begin with * . 
Access Code for this 
ACD Path...

ACD TELEMARKETER Application Package 
Table 1143 ACD Path Form Fields 
(continued) 
Field 
Recording 1: Start 
Time Meaning 
A programmable field specifying when Recording I 
begins relative to when the caller enters the ACD 
system. This timer is initiated after the Delay For 
Ringback timer has expired. The range of the 
Recording 1 Start Time is 0O:OO to 54:O0. 
A 3-second minimum delay exists between 
recordings. During this time the caller listens to the 
system or alternate music source. 
Recording...