Mitel SX 200 DIGITAL Pabx General Descriptions Manual
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ACD TELEMARKETER Application Package NOTICE The information contained in this document is believed to be accurate in all respects but is not warranted by Mite1 Corporation (MITEL). The information is subject to change without notice and should not be construed in any way as a commitment by Mite1 or any of its affiliates or subsidiaries. Mite1 and its affiliates and subsidiaries as- sume no responsibility for any errors or omissions in this document. Revisions of this document or new editions of it may be issued to incorporate such changes. VT100 is a trademark of Digital Equipment Corp.Printed In Canada 620 ii 9 109-094-620-NA
Table of Contents l.GENERAL......................................................62 0 l-l Reason for Reissue..............................................620 l-l IntendedAudience.............................................62 0 l-l ManualStructure..............................................620 l-l Conventions..................................................620 l-2 KeyNames................................................62 0 l-2 ‘DataEntry.................................................62 0 l-2 Data Entry Instructions...................................... 620 l-2 Associated Documents..........................................620 1-2 2. ACD OVERVIEW.....;........................................... 620 2-l Automatic Call Distribution...................................... 620 2-l ACD Applications.................._........................... 620 2-l CallQueueing.................................................620 2-l Staffing an ACD System..................................I...... 620 2-2 Reports......................................................620 2-2 Monitors.....................................................620 2-2 3. ACD TELEMARKETER Feature.;....................................620 3-1 ACD TELEMARKETER Overview................................... 620 3-l ACDPath..................................................620 3-l PredicitveOverflow..................‘.......................620 3-1 Displays...................................................62 0 3-2 Printed Reports............................................620 3-2 Mobility..................................................620 3-2 Sets......................................................620 3-2 Summary.....................................................620 3-2 ACD TELEMARKETER Reporting System............................ 620 3-3 ACDCallFlow620 3-4 ................................................. ACDCaller....................................................620 3-6 LongestldleAgent.............................................62 0 3-7 ACDPositions.................................................620 3-7 AgentGroup..............................................62 0 3-8 Agents....................................................620 3-9 Supervisor.................................................62 0 3-9 - SeniorSupervisor...........................................620 3-9 ACDPath.....................................................620 3-10 PathAccessCode...........................................620 3-10 PathPriority...............................................620 3-10 PathAccess................................................62 0 3-10 PathRerouting.............................................620 3-11 9109-094-620-NA Issue 3Revision 1620 iii
ACD TELEMARKETER Application Package ServiceLevel............................................... 620 3-11 Overflow.................................................. 620 3-11 Interflow.................................................. 620 3-11 Music Between Recordings...................................620 3-l 2 Alternate Music Source.......................................620 3-l 2 Recorded Announcements......................................620 3-l 2 RADs..................................................... 620 3-12 Recording Groups..........................................620 3-13 Recording Group Operation..................................620 3-13 RADFailure................................................ 620 3-13 Removing DND from RAD....................................620 3-14 4. CONFICURINC AN ACD SYSTEM...................................620 4-1 IncomingCalls................................................62 0 4-l Grouping the Agents...........................................620 4-l Recorded Announcement Planning...............................620 4-2 PlannerSheets................................................ 620 4-2 AgentGroupPlanner...........................................62 0 4-2 AgentGroup#............................................. 620 4-4 Name..................................................... 620 4-4 Overflow Time.............................................620 4-4 1st Threshold.......................:.......................620 4-4 2ndThreshold.............................................62 0 4-4 AfterWork................................................ 620 4-4 Paths Using This Group......................................620 4-4 .PathPlanner.................................................. 620 44 Purpose of this Path.........................................620 4-7 Name.....................................................62 0 4-7 PathAccessCode........................................... 620 4-7 Priority................................................... 620 4-7 PathNumber.............................................. 620 4-7 DelaytoAnswer............................................62 0 4-7 Recording1............................................... 620 4-7 MOHorExt#.............................................. 620 4-8 Recording2through4.......................................62 0 4-8 QueuedCalls...................I.......................... 620 4-8 PrimaryAgentGroup........................................62 0 4-8 Overflow Group Exists.......................................620 4-8 Interflow Point.............................................-620 4-8 Interflow Timeout..........................................620 4-9 Allow Overflow to Interflow ..................................620 4-9 5.ACD SETDESCRIPTION-GENERAL..................................620 5-l SUPERSET4Telephones.........................................62 0 5-l 620 iv 9109-094-620-NA Issue 3Revision 1
Table of Contents Position Login/Logout............. Conditions................... Login........................ Logout...................... Headset Operation................ Line Select Keys................... . , . . . . . . ....... ....... ....... ....... 6.ACDACENTSETS............................................Functions................................................. Login/Logout............................................. Login................................................. Logout............................................... MakeBusy Key............................................ Purpose....................................... ........ LCD Indicator...............,........................... Operation............................................. QueueStatusKey.......................................... Purpose............................................... LCD Indicator........................................... Operation............................................. HELPSoftkey.............................................. Monitoring............................................. Operation............................................. AutoAnswer.............................................. ..6205-2 ..6205-2 ...6205-2 ...6205-3 ..6205-3 ..6205-3 ...620 6-1 ...620 6-l ...620 6-l ...620 6-t ...620 6-l ..620 6-l ..620 6-l ...620 6-2 ...620 6-3 ...620 6-3 ..6206-3 ,..620 6-3 ...620 6-3 ...620 6-4 ...620 6-4 ..620 6-4 ...620 6-57. ACD SUPERVISOR SET............................................ 620 7-l Functions.....................................................62 0 7-l Login/Logout.................................................620 7-l Login.....................................................62 0 7-l Logout................................................... 620 7-l CallMonitoring...............................................62 0 7-l Restrictions.. ..............................................62 0 7-2 Enable Monitoring.........................................620 7-2 Operation.................................................62 0 7-2 HelpCallFeature..............................................62 0 7-2 SupervisorSetKeys.............................................62 0 7-3 Supervisor Set With One Agent Group............................. 620 7-3 QueueStatusKey...........................................62 0 7-3 HelpSoftkey...............................................62 0 7-5 AgentStatusKey...........................................62 0 7-6 ShiftKey..................................................62 0 7-8 Supervisors With More than One Agent Group......................620 7-8 Queue Status Key............................................ 620 7-9 Read Key.................................................. 620 7-9 9 109-094-620-NA Issue 3Revision 1620 v
ACD TELEMARKETER Application Package Shift Key . . .._............................................. 620 7-9 8. ACD SENIOR SUPERVISOR SET .....................................620 8-l Functions..................................................... 620 8-l Login/Logout................................................. 620 8-l Login..................................................... 620 8-1 Logout................................................... 620 8-l Queue Status Key.............................................. 620 8-l Operation................................................. 620 8-2 Shift Key..................................................... 620 8-3 CallMonitoring............................................... 620 8-3 9.REPORTS......................................................62 0 9-l. Agent Shift Summary Record.....................................620 9-1 Agent Shift Records -Example1............................... 620 9-2 Agent Shift Records - Example 2...............................620 9-2 Path Reports.................................................. 620 9-2 ReportHeaders............................................62 0 9-2 Path Summary Report Example................................ 620 9-3 Group Summary Report.........................................620 9-3 ReportHeaders.............................................62 0 9-4 Group Summary Report Example..............................620 9-4 PrintingReports............................................... 620 9-4 ReportCommands.......................................... 620 9-5 SETCommand.............................................62 0 9-5 SHOWCommand........................................... 620 9-6 QUiTCommand............................................62 0 9-7 10. ACD MONITORS...............................................620 10-l Hierarchy of Monitor Displays....................................620 1 O-l Accessing Monitors............................................620 1 O-2 Setting the Password........................................620 1 O-3 Monitoring the ACD System..................................620 1 O-3 SystemActivity................................................62 0 10-4 Monitoring Paths..............................................620 1 O-7 Path Summary Display.......................................620 1 O-7 Path Programmed Data Display...............................620 lo-10 Path Statistics Display........................................6201 O-l 3 Path Activity...............................................620 1 O-l 6 Monitoring Groups............................................620 1 O-18 Group Summary Form.......................................620 1 O-19 Group Programmed Data....................................62010-22 Group Statistics............................................620 1 O-24 GroupActivity.............................................62 0 lo-26620 vi 9 109-094-620-NA Issue 3Revision 1
Table of Contents MonitoringAgents.............................................620 lo-28 AgentSummary............................................620 lo-29 Agent Programmed Data....................................620 1 O-31 Agent Statistics.............................................620 1 O-33 Agent Activity.............................................620 1 O-36 11. PROGRAMMING................................................ 620 11-l General......................................................620 11-l System Options form........................................... 620 1 l-l ACD Agent Groups Form........................................6201 l-2 Agent Groups Subform.........................................620 1 l-4 AfterworkTimer............................................620 11-5 Overflow Timer............................................620 1 l-5 Threshold Timers...........................................620 1 l-6 ACD Keys Template Form........................................620 1 l-6 COSDEFINE...................................................620 11-7 ACDSupervisors...............................................620 11-9 ACD SUPERVISOR Subform......................................620 1 l-10 ACDPaths....................................................620 11-12 ACD Path Programming.....................................620 11-16 ACD Recording Hunt Groups.....................................620 1 l-17 A. PROGRAMMING ERROR MESSAGES................................620 A-l B. PLANNERSHEETS............................................. , .620 B-l INDEX .......................................................Index-l - List of FiguresFigure 3-l ACD Call Progress -All Agents Busy................. Figure 3-2 Overflow/lnterflow.............................. Figure 3-3 Hierarchy of ACD Positions........................ Figure 4-l Agent Group Planner............................. Figure 4-2 Path Planner................................... Figure 5-l SUPERSET 4 Telephone........................... Figure 6-l LCD Status indicators on SUPERSET Telephone....... Figure 7-l LCD Queue Status Indicators on SUPERSE~4 Telephone Figure 7-2 LCD Agent Status Indic.ators....................... Figure 7-3 Agent Status Key Operation....................... Figure 7-4 Queue Status Key Operation....................... Figure 1 O-l Monitor Hierarchy.............................. Figure 10-2 System Activity Display.......................... ..6203-4 ..6203-6 ...6203-8 ...6204-3 ...6204-6 ...6205-2 ...6206-3 .6207-4 ..6207-6 ...6207-8 ...6207-10 ...62010-l ...62010-49 109-094-620-NA Issue 3Revision 1620 vii
ACD TELEMARKETER Application Package Figure 10-3 Path Summary Display ................................620 1 O-8 Figure 1 O-4 Path Programmed Data Display........................620 1 O-l 1 Figure 1 O-5 Path Statistics Display.................................620 1 O-14 Figure 1 O-6 Path Activity Display .................................620 1 O-l 7 Figure 1 O-7 Group Summary Display ..............................620 1 O-20 Figure 1 O-8 Group Programmed Data Display.......................620 1 O-22 Figure 1 O-9 Group Statistics Display ...............................620 1 O-24 Figure lo-10 Group Activity Display....:..........................620 lo-26Figure 1 O-l 1 Agent Summary Form Display .........................620 1 O-29 Figure 1 O-l 2 Agent Programmed Data Display ......................620 1 O-32 Figure 1 O-I 3 Agent Statistics Display ..............................620 1 O-34 Figure lo-14 Agent Activity Display ...............................620 1 O-36 Figure 1 l-l System Options Form (Form 04)........................620 1 l-l Figure 1 l-2 ACD Agent Groups Form (Form 39)......................620 1 l-3 Figure 1 l-3 ACD Agent Groups Subform (Subform 39) ................620 1 l-4Figure 1 l-4 Agent Keys Template (Form 38) ........................620 1 l-6 Figure 1 l-5 COS Define Form (Form 03) ............................620 I l-8 Figure 1 I-6ACD Supervisor Form (Form 40) .........................620 1 l-10 Figure 1 l-7 ACD Supervisor Subform (Subform 40)...................620 11-I 1 Figure I l-8ACD Path Form (Form 41) ..............................620 11-12 Figure I l-9 Hunt Groups Form (Form 17) ...........................620 I l-17 List of TablesTable 7-l Supervisor Reports - Queue Status .......................620 7-5 Table 7-2 Supervisor Reports-Agent Status ........................620 7-7 Table 9-4 Agent Shift Summary Record Fields .......................620 9-l Table 9-5 Path Summary Report Fields ............................620 9-2 Table 9-6 Group Summary Report Fields ...........................620 9-4 Table 1 O-7 System Activity Display Softkeys........................620 10-4Table 1 O-8 Terms Used In System Activity Display ....................620 1 O-5 Table 1 O-9 Path Summary Display Softkeys.........................620 1 O-8 Table 1 O-l 0 Terms Used In Path Summary Display ...................620 I O-9 Table IO-l 1 Path Programmed Data Softkeys.......................620 10-l I Table 1 O-12 Terms Used In Path Programmed Data Display ............620 1 O-I 2Table I O-l 3 Path Statistics Display Softkeys.........................620lo-14 Table 1 O-14 Terms Used In Path Statistics Display................:...6201 O-I 5Table 1 O-I 5 Path Activity Display Softkeys.........................620 I O-I 7 Table lo-16Terms Used In The Path Activity Display .................620 lo-18Table I O-17 Group Summary Form Softkey Labels ...................620 lo-20Table lo-18 Terms Used In Group Summary Display ..................620 IO-21 Table 1 O-l 9 Group Programmed Data Softkey Labels ................620 1 O-23 Table lo-20 Terms Used In Group Programmed Data Display..........620 lo-23620 viii 9 109-094-620-NA Issue 3Revision 1
Table of Contents Table IO-21 Path Programmed Data Softkey Labels..................620 1 O-25 Table IO-22 Terms Used In Path Programmed Data Display............ 620 1 O-25 Table 1 O-23 Group Activity Softkey Labels.........................620 1 O-27 Table IO-24 Terms Used In Group Activity Display...................620 1 O-27 Table IO-25 Agent Summary Form Softkey Labels...................620 1 O-30 Table lo-26 Terms Used In Agent Summary Display..................620 1 O-30 Table IO-27 Agent Programmed Data Softkey Labels................620 1 O-32 Table lo-28 Terms Used In Agent Programmed Data Display..........620 lo-33 Table IO-29 Agent Statistics Form Softkey Labels........:...........620 1 O-34 Table 1 O-30 Terms Used In Agent Statistics Display...................620 1 O-35 Table 1 O-31 Agent Activity Form Softkey Labels.....................620 1 O-37 Table IO-32 Terms Used In Agent Activity Display...................620 1 O-37 Table 1 l-l System Option Form Fields............................620 1 l-2 Table 1 l-2 ACD Agent Group Fields...............................620 1 l-3 Table 1 l-3 ACD Agent Groups Subform Fields.......................620 1 l-5 Table 1 l-4 ACD Keys Template Fields.............................620 1 l-7 Table 1 l-5 COS Options Fields...................................620 1 l-8 Table 1 l-6 ACD Supervisor Form Fields............................620 ‘1 l-l 0 Table 1 l-7 ACD Supervisor Subform Fields.........................620 1 l-l 1 Table 11-8ACD Path Form Fields.................................620 1 l-13 Table 1 l-9 Hunt Groups Form Fields..............................620 11-18 Table A-l Programming Error Messages...........................620 A-l 9109-094-620-NA Issue 3Revision 1620 ix
1. GENERAL 1.1This practice describes the features, operation, and programming of the ACD TELEMARKfTfRTM Applications Package for the SX-ZOOR DIGITAL Private Automatic Branch Exchange (PABX).REASON FOR REISSUE 1.2This practice is reissued to include revisions and additions to the in- formation contained in the previous issue. As the manual is completely re- written, no change bars are used.INTENDED AUDIENCE 1.3This practice is for those involved in the marketing, installation, pro- gramming, and operation of the SX-200 DIGITAL ACD TfffMARKETfR fea- ture.MANUAL STRUCTURE . 1.4This practice is divided into sections with each section covering a spe-cific area of the ACD TELEMARKETER feature. lGeneral describes the structure and content of the practice. l Overview covers basic ACD concepts.l ACD TfffMARKfTfR Feature outlines the implementation of ACD in the ACD Telemarketer package, and introduces the terminology related to the feature. lConfiguring an ACD System describes the steps to follow when planning a new ACD installation. lSets - General introduces the SUPfRSfT4TM telephones used by ACD agents and supervisors. 0ACD Agent Sets describes the features and operation of the SUPfRSfT4 telephones used by ACD agents. 0ACD Supervisor Sets describes the features and operation of the SUPERSET telephones used by ACD supervisors. l ACD Senior Supervisor Sets describes the features and operation of the SUPERSET telephones used by ACD Senior Supervisors. 0Reports covers the various reports available from the ACD TELEMARKETER Application package, and descri.bes how to route the reports to the system printer. 9109-094-620-NAIssue 3 Revision 1620 l-l
ACD TELEMARKETER Application Package lMonitors describes the monitor displays, and the contents of each display. lProgramming covers tasks required to complete the programming forms for installing the ACD TELEMARKETER feature, and customizing its opera- tion to meet the requirements of the user. CONVENTIONS 1.5To simplify the descriptions in this practice, the following conven- tions have been followed.Key Names 1.6 Names of keys on a keyboard are shown in bold.Example: Return Data Entry 1.7 Data to be entered by the user is shown in bold uppercase. Example: EXITData Entry Instructions 1.8The following conventions have been used throughout this manual when presenting data entry instructions to the user.Type: Type the information (usually a single key) as shown without pressing the Return key. Example: Type A Enter: Type the information as shown and press the RETURN key. Example: Enter HOTEL Press: Press the indicated key(s) with no return.Example: Press ASSOCIATED DOCUMENTS 1.9Refer to the following practices for additional information: 0Features and Services (9109-094-l OS-NA) l Programming (9109-094-210-NA)620 1-2 9 109-094-620-NAIssue 3Revision 1