Mitel SX 200 DIGITAL Pabx General Descriptions Manual

							ACD JELEMARKEJER FeatureAgents
Supervisor
Senior Supervisor
9 
109-094-620-NAIssue 3 Revision 1identifying the group’s function. Members are added to the group though
CDE by entering a l-to 
5-digit ID number and optional name for each agent.
Each agent group has four timers that govern events such as:
lthe time granted to an agent for completing paperwork after an ACD call,
l the length of time a call will remain unanswered in the group before over-
flowing, and
lturning on and off visual indicators that show calls have been unanswered
for a time exceeding a programmed threshold level.
Refer to the Programming section of this practice for details about creating
Agent Groups, and the fields on the Agent Groups form.
3.17The ACD 
JELEMARKEJER feature terminates ACD calls at agent posi-
tions. In most ACD installations, all callers routed to an agent are requesting
similar information or seeking a similar service. Agents can then be trained
and equipped to provide the information or service requested by the caller.
The 
SUPfRSEJ4 telephone used by the Agent is equipped with special feature
keys to display the current status of the Agent’s group, and to temporarily
block ACD calls from ringing the set. Refer to Section 5, Sets Description 
-
General, and Section 6, Agent Sets for details of the Agent’s SUPERSEJ4 tele-
phone.The system routes calls to an agent only after the agent logs in to the
ACD system. Once the agent has logged in, the system recognizes the agent as
being a member of a specific Agent Group.
In many cases, an agent must be given the flexibility of moving between
Agent Groups. If, for example, the ACD Agent Group handling long distance
trunks is suddenly overloaded and calls are overflowing to an alternate
group, significant financial gain could result by reassigning Agents to the
busy groups until the traffic subsides.
As the ACD system uses the ID number to determine the members of an Agent
Group, giving the agents more than one ID number allows the
agents to be members of 
morethan one group. To move between groups, the
agent 
logs.in using the ID appropriate to the group. Only the ID number must
be unique; an agent name can appear in any number of Groups.
3.18The Supervisor ACD position is for individuals who ‘supervise’ the
Agent Groups. Each Supervisor is responsible for at least one Agent Group
and reports to a Senior Supervisor. Supervisors do not answer ACD calls.The
SUPERSEJ4 telephone used by the Supervisor is equipped with special feature
keys that allow the Supervisor to view Agent activities individually or as a
group. These reports are an effective instrument in performance measure-
ment. Refer to Section 5, Sets Description 
-General, and Section 7, Supervisor
Sets for details of the Supervisor’s 
SUPERSEJ4 telephone.
3.19The Senior Supervisor oversees the Supervisors and is therefore the
highest level in the hierarchy of ACD positions. In smaller installations, how-
ever, where a Supervisor is not required between the Agent Group and the620 3-9 
						

							ACD TELEMARKETER Application PackageSenior Supervisor, Agent Groups may report directly to the Senior Supervisor.
The Senior Supervisor does not answer ACD calls.The 
SUPERSET telephone
used by the Senior Supervisor is equipped with special feature keys, similar to
the Supervisor set, with emphasis on queue activity. Refer to Section 5, Sets
Description 
- General, and Section 8, Senior Supervisor Sets for details of the
Senior Supervisor’s 
SUPERSET telephone.
ACD PATH
3.20The ACD TELEMARKETER feature is built around the “ACD Path” that
contains all information for handling an ACD call including:
l when the call will be answered
l who will answer the call
lhow the system will handle queued callersBy using Paths to centralize routing parameters, the ACD TELEMARKETER 
fea-
rure gives users unmatched flexibility during initial programming and when
adding new features. The paths specify the resources to be used, the order in
which they are encountered and the timing of the steps through the path.
Upon entering the ACD system, a call is allocated a path, and assigned the pa-
rameters of that path. These parameters remain with the call for its duration.The ACD TELEMARKETER feature supplies 99 ACD Paths to allow customized
routing for a .wide variety of incoming calls. Each Path is given a unique access
code. A path may also be given a descriptive name, and assigned a priority.
Path Access Code3.21Incoming trunks carrying ACD calls are routed to a Path Access Code.
This code points the trunk to the ACD agent groups and recorded announce-
ments appropriate for the type of call.
Path Priority3.22Each Path is assigned a priority level in the range 1 to 99, with 1 being
highest priority. Calls arriving on high priority paths move directly to the
front of the call queues for servicing before 
calls that entered on a lower
priority path.
Higher priority paths are also given special treatment when placed in over-
flow queues. Priority calls entering the queue are placed ahead of non-prior-
ity calls in the same queue. The non-priority calls maintain their position in
relation to each other, but follow the priority calls.
Path priority can be an effective tool for reducing communications costs. For
example, call queue time can be reduced by directing expensive incoming
trunks, such as long distance collect or INWATS, to a high priority path.
Path priority can also be used to increase customer satisfaction. A marketing
department, for example, could assign a high priority to paths receiving or-
ders from customers, thus ensuring prompt servicing of the call.
Path Access3.23All devices have unrestricted access to ACD Paths except loop start COand loop start 
DISA trunks. The COS Option “Loop start trunk to ACD path
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							ACD TELEMARKETER Featureconnect” (COS Option 812) controls ACD access for loop start trunks. By de-
fault this option is disabled, blocking loop start trunks from entering ACD.
Path Rerouting3.24
The ACD Path Access Code can be placed in the call rerouting table to
link existing routing schemes (such as 
D,lD trunk routing points) to the ACD
system. Rerouting to ACD paths is set up as follows:
lFor dial-in trunks, the system uses the current routing for incoming calls to
send calls to an ACD path.
0For non-dial-in trunks one or all of the Day/Nightl/NightZ answering
points is programmed as an ACD path.
Calls entering the system on different trunk types can be routed to the same
ACD path.
The rerouting scheme means a trunk does not have to be dedicated to ACD.
The day answering point may be an ACD path but the Night1 and Night2 an-
swering points may be an attendant console or any other valid routing point.
Service Level3.25The Service Level for a path defines a standard time to answer that
becomes the criteria for measuring path performance. Service Level is pro-
grammable within the range 0 seconds to 54 minutes.
When an ACD call is answered by any group in a path, software compares the
actual time to answer with the programmed Service Level. The system creates
a record indicating if the time to answer was:
lless than or equal to the Service Level time, or.
lgreater than the Service Level time.
This information is stored for statistical analysis; it can be seen from the ACD
Path Monitors and Group/Path Summary Reports.Overflow
Interflow.
3.26Each path is assigned one primary agent group, and up to three over-
flow groups. Timers programmed in CDE for each Agent Group determine
how long a call waits on a group before overflowing. Each overflow adds
another group. The call, however, remains queued on the previous groups,
and retains its position in each queue relative to other calls with the same
priority.
The system performs a load calculation when each new call arrives at an agent
group, or when the status of an agent changes. If the system predicts that a
call will not be answered before the timer expires, the system forces an imme-diate overflow without waiting for the timer to expire.
3.27
Each path has a programmable Interflow Timeout field that specifies
the maximum period that an unanswered call can wait in a path before the
system routes the call to an interflow point. The interflow point can be:
0a listed directory number for a station, console, nightbell, ACD path, sta-tion/set hunt group, UCD agent group.
0 logical line,
l system speedcall number.
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							ACD TE6EMARKETER Application Package
To limit the time that a caller remains on the line waiting for an agent, the
system can also be programmed to drop interflowed calls.
In addition, the customer can program the system to force an immediate 
in-
terflow as soon as the system determines that the call is unlikely to be an-
swered at the primary agent group, or at any of the overflow groups.
Calls interflowed to a system speedcall are treated by the system as an exter-
nal call forward. This means that the interflow requires a receiver. If a receiver
is unavailable when the inter-flow occurs, the call is dropped. The only indica-
tion of the dropped call is a receiver unavailable peg in the traffic report. The
call appears in the ACD reports as an interflowed call.
If Automatic Route Selection (ARS) is busy when a call interflows to a system
speedcall, the system attempts a 
campon to ARS.
Unlike overflowed calls, interflowed calls are removed from ACD. When the
interflow point is an internal device, such as a 
SlJPERSET4 telephone, the dis-
play indicates the call is being forwarded from a path.
Music Between
RecordingsAlternate Music
Source3.28Between each recording on an ACD path, the incoming caller, by de-
fault, listens to the system music source (if programmed). An alternate music
source may be specified between each recording, and after the last recording.
3.29The alternate music source is an off hook ONS port that connects to
callers in a listen-only conference. The user decides what is supplied on the
Oy\lS port -silence, music, or endless loop recordings. If there is no system mu-
sic and no alternate music source, the caller hears silence between RAD mes-
sages.
The device can be a telephone, a recording device, or a transfer device 
(8/600
ohms) that simulates an off hook and allows connection of an audio source
such as a radio. The system connects callers only if the device is off hook.
There are no restrictions on how paths share alternate music sources.
l ’Note: Depending upon country of installation, the alternate music source
must be either an FCC Part 68 or DOC approved voice coupler, or voice
connecting arrangement to an ONS circuit.RECORDED ANNOUNCEMENTS
3.30The ACD TELEMARKETER feature uses recorded announcements to
tell callers about the progress of their call while waiting in the queue for the
first available agent. Recorded announcement devices 
(RADs) and recording
groups are described below.
RADS3.31A recorded announcement device (RAD) is a digital or endless-loop
tape unit that can store one or more prerecorded messages. The required
RADs are designed for connection to ONS circuits, and appear as a standard620 3-12
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							ACD TELEMARKETER FeatureRecording Groups
Recording Group
Operation
RAD Failure
9 
109-094-620-NAIssue 3 Revision 1
telephone to the PABX. The RAD’s message is played when the unit is trig-gered by ringing current. In the ACD TELEMARKETER feature, the recorded
messages are given while callers are waiting in the queue for a free agent.
The SX-200 DIGITAL system supports both intelligent and dumb 
RADs. An in-
telligent device hangs up when the message is finished. A dumb device pro-
vides a fixed-length recording (such as a tape) and the system must hang up
on the device to prevent callers from listening to a long period of silence at
the end of the message.3.32
The recorded announcement feature is implemented using one or
more 
RADs programmed into a specialized hunt group called a recording
group. Each RAD in the group contains the same announcement.
Recording groups are formed using hunt groups of regular ONS ports and are
defined during CDE in Form 17 
- Hunt Groups. Refer to the Programming sec-
tion of this Practice for details.3.33
When a call rings a recording group the first available idle RAD an-
swers the call and connects its recording. If all 
RADs in a recording group are
busy, the caller camps onto the group to wait for a free recording. When a
recording becomes available, the system connects all waiting callers to a 
Iis-
ten-only conference with the recording. (The listen-only conference does
not use any PABX conference resources.) When the recording finishes, the
callers are removed from the conference and are connected to music or si-
lence as defined in the ACD Path programming form (Form 41).Notes:
1. The system does not use a special CODEC gain setting for listening to a re-
cording. The gain is the same as for ringback, or set to no gain.
2. A RAD is always rung with the standard ringing cadence.
3. Callers are never connected after the RAD starts its message.3.34
The ACD system handles four types of RAD failures:
0 failure to answer
l failure to hang-up
0 false origination
l card failure
In any situation where the RAD goes into lockout, the normal lockout alarm
feature applies. The four types of RAD failures are described below.
Failure to Answer: The system considers the RAD to have failed if it does not
answer within the fixed interval of 30 seconds. The system clears ringing, puts
the RAD into DND, turns on the console alarm icon, and creates a mainte-
nance log entry as shown in the following example.
1989-FEB-15 12:47:04 Recordingdevtest failedat 0101 0100
Failure to answer
Alarmcode = 123
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							ACD T&LEMARKETER Application Package
Failure to Hang Up: The system detects failure to hang up when the system
ends the recording. The hangup time is set by COS option 
404- Recording
Failure to Hangup Timer, which has a range of 1 through 255 seconds. The
timer starts after the PABX hangs-up on the RAD. The RAD must clear down
within the programmed interval. Otherwise, the PABX puts the RAD into
DND, turns on the console alarm icon, and creates an entry in the mainte-
nance log as shown in the following example.:
1989-FEB-15 12:47:04Recordingdevtest failedat 01 0101 00Fail to hang-up.
Alarmcode = 123
False Origination: If a RAD generates a false origination, the system puts the
RAD into a suspended state. After the suspended timer expires, the RAD is
placed into a lockout state. If the RAD goes on hook while in either sus-
pended state or lockout state, the RAD is returned to idle and is immediately
,available to the system.
Card Failure: If the system detects a card failure, such as the card being un-
plugged or the Bay going down, the RAD is placed into a busy-out state. Any
callers listening to the RAD are handled as though the RAD had gone on
hook. The RAD is not placed in DND unless it was ringing at the time (which is
treated as a ring-no-answer). When returned to service, the RAD is in idle
state.
Removing DNDfrom RAD
3.35The system places a RAD into DND whenever the RAD fails to answer
or fails to hang up. DND can be removed from a RAD by accessing the Atten-
dant Console Stations feature, dialing the RAD, and pressing the DND soft-
key. DND can also be cleared from the Maintenance Terminal by using the
Clear Features key.
Removing DND from a RAD generates the following maintenance log entry.
1989-FEB-15 12:47:04 Ons Card
Alarmcode 123passed at 01010100 ext 1101 Recording device test620 3-14
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							4. CONFIGURING AN ACD SYSTEM
4.1The communications manager planning the installation of anACD 
ELEMARKETH? system may find the information in this section of the
practice can help in determining the final system configuration. Since thor-
ough planning can ensure maximum performance from the ACD system, the
following guidelines have been developed to help define the customer re-
quirements.
INCOMING CALLS
4.2As the most critical element of an ACD system is the timely handling
of incoming calls, the communications manager must first consider the level
of traffic that the system will be receiving. Determine the types of calls and
any trunking details that could influence the importance of the call. For ex-
ample, long distance charges can be kept to a minimum by assigning these
calls to high priority paths. The following questions serve as examples of
those areas to be addressed when categorizing the ACD callers.
l Are service departments involved?
l What traffic is anticipated for each department?
l What priority is given to service calls?
0Do any service departments require a customer complaint area?
lIs there local service only or service to out-of-town clients?
lWill there be revenue generating calls? Unless the company holds a mo-
nopoly on service these callers should be highlighted for priority paths.
Are there general information calls?
l Will agents receive long distance calls....collect?
0Does the company offer INWATS, foreign exchange, or any specializedtrunking?
GROUPING THE AGENTS
4.3Using the caller information collected above, begin grouping the
agents. Use the following questions and comments as a guide.
lAre any agents capable of handling various types of calls? For example,
will any agents be common to more than one service department?
lWhich type of calls will this group specialize in? List the types of calls this
group could handle as an overflow point.
l Which groups will require a wrap up time?
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							ACD THEMARKETER Application Package
RECORDED ANNOUNCEMENT PLANNING
4.4Used properly, recorded announcements are a valuable tool in theACD 
TEfEMARKETER system. The following suggestions can help you gain the
most from the recordings.
lSupply a company introduction to the caller. “Thank you for calling .__.. “,
followed by reassurance that the first available agent will answer the call.
lConsider the advertising potential while the caller is waiting for service.
Use the recorded announcements to promote new products, specials, or
services.
lRefer to the list of callers as a guide when defining the RADs. As out of
town callers would be frustrated by local promotions, tailor your recorded
message to the caller’s needs.
lIs there any information the agent will require from the caller? Recordings
can be used to eliminate time wasted with an agent if callers have prior
notice of any information they should have ready; account numbers,
credit cards, or postal codes.
In addition, the Automated Attendant feature can be used to pre-screen ACD
calls into the system.
PLANNER SHEETS4.5
The Agent Group Planner and the Path Planner sheets illustrated on
the following pages can aid the ACD system designer in laying out the agent
groups and the routing for incoming ACD calls. The Planner sheets identify all
major elements that must be addressed while setting up the system.
The Agent Group Planner is completed first, and identifies the various agentgroups that are required for the system. After setting up the agent groups,
one Path Planner is completed for each path to show the ACD call handlingincluding the primary agent group, recorded announcements, overflow
groups and inter-flow conditions.
AGENT GROUP PLANNER
4.6The Agent Group Planner shown in Figure 4-l serves as an aid in plan-ning the distribution of work load between agent groups. After doing the
initial sizing to determine the number of agent groups required to handle
the calls, use this planner to assign the parameters to each group. This infor-
mation will be used later during the CDE programming of the system.
The Agent Planner form contains space for eight agent groups. The fields
shown in the box for each group are described below.620 4-2
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							Configuring An ACD SystemAGENT GROUP PLANNER
ACD 
TELEMARKETERTM
INSTRUCTIONSUse this planner as an aid in distributing the work-load 
ofthe agent groups. Complete this form before the Path Plan-ner.Oncecompleted,transferthe AgentGroupNumbertotheapproprrategroup(Primary, lst.2nd.or3rd)on Line3
of the Path Planner.
1 
.OverflowtrmerdefauIt is9 minutes(maximum 54 minutes).This isthe maximum time a call can be queued on thegroupbeforeoverflowing. Prediction mayallowtheoverflowbefore thetimerexprres. lstthreshold default is3 minutes
(maximum54minutes).2ndthresholddefaultis6 minutes(maxrmum 54minutes).Theseareindicationsfortheagents(queuestatus)of how long the calls have been waiting to be answered. Afterwork timerdefault ISO minutes(maxi-mum 15 minutes).Thrsistheamountoftimeanagent hasaftercompletrnga call before recervingthenextcall.
2. Use this box to indicate how many paths the Agent Group is involved in. (P 
= prrmary, 1 = 1st. overflow group, 2 = 2nd
overflow group,3 = 3rd overflow group). Transferthe Agent Group Num berto the Path Planner (one for each Path indi-
cated in the box).
0
1Agent Group #:Agent Group #:Agent Group #:Agent Group #:
Name:Name:Name:
Name:
OverflowTime- : -
lstihreshold - : -
ZndThreshold - : -After Work 
- : -
OverflowTim& : -
lstThreshold- : -
ZndThreshold- : -
AfterWork- : -
OverflowTimL : -
IstThreshold- : -
ZndThreshold- : -
AfterWork- : -
OverflowTimc : -
lstThreshold- : -
ZndThreshold- : -3
1Agent Group #:
Name:Agent Group #:Agent Group #:Name:Name:
OverflowTime- : -
1stThreshold - : -2ndThreshold 
- : -
OverflowTime, : -
lstThreshold- : -
ZndThreshold- : -After Work 
- : -Paths using this group:
Path # 
I Overflow #
t-P--l
OverflowTimL : -
IstThreshold- : -
ZndThreshold- : -After Work 
- : -Agent Group #:
Name:
OverflowTrmA : -
lstThreshold- : -
ZndThreshold- : -After Work 
- : -Paths using thisgroup:
Path 
#Overflow #0’. 1,2,3)Figure 4-l Agent Group Planner
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620 4-3 
						

							ACD TELEMARKETER Application Package
Agent Group #Name
Overflow Time
1st Threshold
2nd ThresholdAfter Work
Paths Using ThisGroup
PATH PLANNER
4.7The top field in each box, labeled Agent Group #, specifies the num-
ber of the agent group. This information will be used later when assigning
primary and overflow agent groups to the ACD paths.
4.8The Name field specifies the name of the agent group. During CDE,
transfer this 
informat.ion from the Agent Group Planner sheet to the Name
field on the ACD Agent Groups form (Form 39).4.9The Overflow Time specifies the maximum length of time a waiting 
-
ACD call remains at this group before overflowing. The timer range is 0 set-.
onds to 54 minutes. Use of this field is optional.
The system performs a load calculation when each new call arrives at an agent
1-
group, or when the status of an agent changes. If the system predicts that a
call will not be answered before the timer expires, the system forces an imme-
diate overflow.
During CDE, transfer this information from the Agent Group Planner sheet tothe Overflow Timer field field on the ACD Agent Groups 
Subform (Subform
39).
4.10The 1st Threshold field specifies the time period in which calls can be
waiting in the queue for a free agent. If calls remain unanswered when the
timer expires, the LCD symbol indicating Calls Waiting Beyond 
1st Threshold
starts blinking on the agent’s and supervisor’s 
SUPERSET telephones. DuringCDE, transfer this information from the Agent Group Planner sheet to the
First Status Threshold field on the ACD Agent Groups Subform (Subform 39).
4.11The 2nd Threshold field specifies the time period during which calls
can be waiting in the queue for a free agent. If calls remain unanswered
when the timer expires, the LCD symbol indicating Calls Waiting Beyond 2nd
Threshold starts blinking on the agent’s and supervisor’s 
SUPERSET tele-
phones. During CDE, transfer this information from the Agent Group Planner
sheet to the Second Status Threshold field on the ACD Agent Groups 
Subform
(Subform 39).
4.12The After Work field specifies the time allocated to an agent for com-
pleting paperwork following an ACD call. During this time, the agent will not
receive ACD calls. The timer range is 0 seconds to 15 minutes.
During CDE, transfer this information from the Path Planner sheet to the 
Aft-erwork Timer field on the ACD Agent Groups 
Subform (Subform 39).
4.13This box allows the system planner to note the paths using this group.
Use this as a reference when transferring Agent Group information to the
Path Planner sheets.4.14
The Path Planner sheet illustrated in Figure 4-2 is used in conjunctionwith the Agent Group Planner when laying out the routing for incoming ACD
620 4-4
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