Mitel SX 200 DIGITAL Pabx General Descriptions Manual

							Programming 
Table 1 l-8 ACD Path Form Fields 
(continued) 
Field 
Overflow 2 Agent 
Group Meaning 
A programmable field specifying the ID of the 
second agent group that receives overflow calls. 
Callers waiting for this group remain in the queue 
for the primary and first overflow groups. 
An Overflow 1 agent group must be assigned 
before the Overflow 2 field can be accessed. The 
default value is no overflow. 
Overflow 3 Agent 
Group A programmable field specifying the ID of the third 
agent group that receives overflow calls. Callers 
waiting for this group remain in the queue for the 
primary, first and second overflow groups. The 
default value is no 
Overflow 1 and 2 agent groups must be assigned 
before the Overflow 3 field can be accessed. The 
default value is no overflow. 
Interflow Enabled Entering YES in this field allows the waiting ACD 
call to exit ACD and call a specified number. If this 
field is enabled the call interflows to the inter-flow 
Point Access Code. Default for the Interflow 
Enabled field is NO. 
Interflow Timeout Programmable field specifying when the waiting 
ACD call should leave the ACD system and be 
routed to the interflow point. The timer range is 
0O:Ol to 54:O0. The default value of this field is the 
maximum time of 54 minutes. 
Programming a value in this field ensures that 
unanswered calls do not remain in the system after 
the caller disconnects. This can occur with loop start 
trunks if the CO fails to send a disconnect to the 
PABX. 
This timer also ensures that all calls are handled 
within a maximum time interval. Call handling may 
involve routing the caller elsewhere or dropping 
the call. 
Interflow Point Access Programmable field containing the directory 
Code number of the inter-flow device. Valid interflow 
points are LDNs, stations, sets, consoles, night bells, 
ACD paths, station/set hunt groups, UCD agent 
hunt groups, system speed call numbers or DROP 
CALL. If an access code is programmed, the DROP 
CALL softkey is provided. 
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							ACD TELEMARKETER Application Package 
Table 11-8 ACD Path Form Fields 
(continued) 
Field . Meaning 
Allow Overflow to In- Enter YES in this field allows an overflow to the 
terflow Point before interflow point before the Interflow Timeout. 
Timeout 
Priority A programmable field used to set the priority of the 
ACD Path. Priority range is 1 to 99 (1 is highest 
priority). The field default is 99. 
Calls waiting for an Agent Group are serviced 
according to the path priority. Expensive trunks 
should be routed to a path with a high priority. 
Service Time A programmable field used to establish a standard 
time to answer that the supervisor can use to 
monitor the performance of agents answering calls 
on the path. 
The service time is programmable in the range 
00: 00 to 54: 00. 
The path level of service is calculated by comparing 
the actual time to answer against the programmed 
service level. 
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ACD Path 
Programming 11 .13 For a path to function, the primary agent group and the path access 
code must be programmed. Few restrictions exist on path programming. An 
agent group, for example, could be the primary group of three paths and the 
first overflow group of two other paths. The same applies to recording 
groups and the alternate music sources. The result is that a path can be cus- 
tom tailored to the call being handled. 
11.14 Each path is given a priority ranging from 1 to 99 (1 being the highest 
priority). ACD calls entering a high priority path are serviced before calls that 
entered a path with a lower priority. This feature improves cost efficiency by 
routing to higher priority paths those trunks that incur additional expenses, 
such as long distance calls or WATS 
. 
11 .I 5 All devices have unrestricted access to ACD paths except Loop Start CO 
trunks and Loop Start DISA trunks (if located on a CO Trunk card). Loop start 
trunks can be prevented from entering ACD through the use of the”Loop 
Start Trunk to ACD Path Connect” option (COS Option 812). By default this 
option is disabled, so by default loop start trunks may not enter ACD. 
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							Programming 
ACD RECORDING HUNT GROUPS 
11.16 Recorded announcements are given to ACD callers while waiting for 
an idle agent. ACD callers entering the PBX on a path hear ringback until the 
‘Delay for Ringback’ timer specified in the Path form has expired. At this 
point, the system attempts to provide an agent. If all agents are busy and the 
caller must wait, the call is routed to a recording. 
11.17 The recordings are provided by hunt groups of regular ONS ports. 
When a RAD answers, the system collects all callers waiting for the RAD and 
creates a listen-only conference. Callers selectan idle RAD based on the hunt- 
ing type of the group. When all of the recordings in a group are busy, the cail- 
er camps on to the recording group and waits for a free recording. All calls 
which are waiting are brought into a listen-only conference with the first 
available recording. 
At the end of the recorded message the callers are routed to the music source 
defined in the Path form. If no alternate music source is defined, the caller is 
given system music or silence. 
11.18 The ON5 ports must be specified as Call Announce ports in the 
STATIONISUPERSE7-Telephones Form (Form 09) before entering the extension 
numbers in the Hunt Group form. The ONS ports cannot have keyline or mul- 
ti-call line appearances. After changing the Hunt Groups form to a Record- 
ing Hunt Group, the Hunt Group form changes to that shown in Figure 1 l-9. . 
Fields described below but not shown in Figure 1 l-9 are accessed through 
the OPTIONS softkey. 
HUNT GROUPS FORM 
[ GRP 01:200 ] [TERM’] [RECORD] EXT NUM BAY SLT CCT COMMENTS 
7 
Figure 1 l-9 Hunt Groups Form (Form 17) 
Table 1 l-9 describes the fields on the Hunt Groups form. 
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							ACD TELEMARKETER Application Package 
Table 11-9 Hunt Groups Form Fields 
Field Meaning 
HUNTGROUP NUM- A programmable two digit field in the range of 1 to 
3ER 50. 
ACCESS CODE - A programmable field containing the access code 
_ for the hunt group. This code must be a unique 
number that does not conflict with the system 
numbering plan. The entry in this field is copied to 
0 
the Path form as an access code to the recordings 
TYPE OF SEARCH Enter one of the following to specify the desired 
method of hunting: 
CIRCULAR: Hunting begins at the extension 
following the extension to which the previous call 
was completed, and hunts through all extensions in 
the hunt group in the programmed sequence. 
TERMINAL: Hunting always starts at the first 
extension programmed in the hunt group and 
-terminates at the first idle extension. 
Figure 1 l-9 shows an entry of TERM in this field. 
;ROUP TYPE Sof-tkey that allows the user to specify a 
RECORDING group type. Figure 1 l-9 shows the 
entry RECORD in this field on the form. 
:XTENSION NUMBER 
Extension number of the ONS port(s) connected to 
a recording. The maximum number of entries in 
this field is fifty. 
3AYISLOTKiRCU IT System generated field that is displayed after 
entering the extension number of the ONS port. 
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							Programming 
Table 1 l-9 Hunt Groups Form Fields 
(continued) 
Field 
MESSAGE LENGTH Meaning 
Programmable field defining the length of the 
recorded announcement. The range is 1 second to 4 
minutes. Default entry is 10 seconds. 
This timer value determines whether the PABX or 
the RAD ends the recording. If the RAD is to hang 
up, set the Message Length at least 3 seconds 
longer than the actual recording length. This 
allows for inaccurate RAD timers and message 
delays. In addition, the flash hook time 
programmed into the PABX affects how soon the 
PABX sees the RAD going on hook after the RAD 
hangs up. 
NAME Programmable field that identifies the hunt group 
by name. This field cannot be accessed before the 
Hunt Group Access code has been assigned. The 
name field allows 12 characters to be entered, but 
cannot begin with the digits 0 to 9, # or *. Blanks 
and dashes within the name are also disallowed. 
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							A. PROGRAMMING ERROR MESSAGES 
A.1 The error messages that may appear during programming of the 
ACD forms are listed, and explained, in the following Table. 
Table A-l Programming Error Messages 
Error Message Meaning 
ACD agent group XX already assigned to a super- The ACD agent group which has.been edited or 
visor inserted into the sub-form, is already pro- 
grammed under some other supervisor. 
Agent group XX has already been assigned else- The selected overflow agent group or primary 
where in this path ACD agent group is a duplicate of an agent 
group already specified in this path. 
ACD agent group XX not assigned to a supervisor ACD group XX, requested by the FIND GROUP 
key, cannot be displayed, because it has not been 
assigned to a supervisor yet. 
ACD groups under XXXXX must first be deleted This senior supervisor cannot be deleted from 
the first-level form by the DELETE key because 
there are ACD groups defined under this senior 
supervisor. 
ACD keys template for this COS is invalid or dis- 
abled An attempt was made to change the COS of a 
logged in ACD position. The new COS has ACD 
keys template disabled, or assigned to another 
ACD position. 
ACD position active -Cannot make template 
change An attempt was made to disable, or change a 
template COS option while the ACD position is 
logged in. 
AGENT STATUS not allowed when multiple 
QUEUE STATUS keys are programmed The user is attempting to program an agent sta- 
tus key when there is more than one queue sta- 
tus key programmed for the template.Only one 
is allowed if an agent status key is present. 
Agent XXXXX does not exist 
The ID entered for the FIND ID key does not exist 
in the database. 
Agent XXXXX is on line and cannot be deleted The DELETE key cannot be used on an agent who 
is on line. 
Alternate music sources cannot have keyline or 
multi-call line appearances. Music sources cannot be line appearances. 
An ACD position is currently logged in at the 
SUPERSET The user is attempting to delete a SUPERSET 
where there is an acd position logged in. The 
ACD position must log out first 
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							ACD bELEMARKETf/? Application Package 
Table A-l Programming Error Messages 
(continued) 
Error Message 
An agent’s set’s prime line cannot have any ap- 
pearances on other sets Meaning 
There is an ACD agent logged in at the given 
SUPERSETand so line appearances of that 
SUPERSETcannot be programmed into the data 
base. 
Attempting to remove an Agent Group that has This message is displayed if the Primary Agent 
calls waiting. group or the Overflow agent groups have calls 
waiting from the path, and the user is attempt- 
ing to change or delete the agent group or the 
path. 
Attempting to remove a Music Source that is cur- Someone is listening to the Music source so it 
rently in use cannot be removed. This message can occur 
when attempting to change or delete a music 
source, deleting the recording that the music 
source is in, or deleting the path. 
Attempti,ng to remove a Recording that is cur- 
rently in use Someone is using the Recording hunt group so it 
cannot be removed. This message can occur 
when attempting to change or delete the re- 
cording or when deleting the path. 
Beep The speed dial number entered is too long (maxi- 
mum 25 digits). 
Beeping Too many digits or characters have been entered 
in the selected field. 
Cannot change agent information at time of reas- The user attempted to reassign an agent to the 
signment current ACD Group, AND change the agent name 
or COS at the same time. These two steps (reas- 
sign and changing) must be done separately. 
Cannot change COS of an ACD position whose set The ACD position being updated is logged in 
is currently in use and using the set. To change the COS, the ACD 
position must be logged off or else logged in to 
an idle set. 
Cannot delete last agent while callers are waiting The user attempted to delete the last agent from 
on ACD group XX ACD group XX, thereby deleting group XX it- 
self. There are ACD calls waiting for group XX, so 
the deletion cannot be permitted at this time. 
Cannot disable option when ACD programming is The user is attempting to disable System Option 
present 41 (Automatic Call Distribution) when there is 
ACD programming present in one or all of CDE 
forms 38,39,40 and 41. 
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							Programming Error Messages 
Table A-l’programming Error Messages 
(continued) 
Error Message 
Delete ACD Group XX from ACD SUPERVISORS 
form before deleting last agent Meaning 
The user attempted to delete the last agent from 
group XX, which would have the effect of delet- 
ing group XX itself. Group XX is referenced in 
the ACD SUPERVISORS form, so it must be de- 
leted from that form first. Then the user is al- 
lowed to delete the last agent, which deletes the 
group. 
Delete ACD Group XX from ACD PATH YY before The user attempted to delete the last agent from 
deleting last agent group XX, which would have the effect of delet- 
ing group XX itself. Group XX is referenced in 
the ACD PATH form, for path number YY, so it 
must be deleted from that form first. Then the 
user is allowed to delete the last agent, which 
deletes the group. 
First Status Threshold must be start time of pre- 
vious recording Adjust the interflow ti.meout as indicated. 
Form access disallowed, enable Automatic Call 
Distribution System Option The user is attempting to program an ACD CDE 
form when ACD is not enabled in the system. 
System Option 41 (Automatic Call Distribution) 
must be enabled. 
Invalid Interflow Point The access code entered for the Interflow point is 
non-existent or illegal. Legal points are: LDNs, 
stations, sets, consoles, ACD paths, station/set 
hunt groups, UCD agent hunt groups, nightbells, 
and system speedcall numbers. 
Key number XX has MAKE BUSY programmed Each agent template can only have one MAKE 
BUSY key programmed. 
Key number XX has QUEUE STATUS programmed An Agent keys template can only have one- 
QUEUE STATUS key programmed; or a supervisor 
keys template can only have one QUEUE STATUS 
key programmed if there is already one AGENT 
STATUS key programmed. 
Key number XX has SHIFT programmed Each template can only have one SHIFT key pro- 
grammed. 
Maximum Afterwork Timer is 15:OO 
Maximum Time is 54:00 The user entered a timer out of range. 
The user entered a timer out of range for Start 
Time or one of the Thresholds. 
Multiple QUEUE STATUS keys not allowed with 
4GENT STATUS keys The user is attempting to program more than 
one queue status key for a template that has an 
agent status key programmed. Only one is al- 
lowed if an agent status key is present. 
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							ACD TELEMARKETER Application Package 
Table A-l Programming Error Messages 
(continued) 
Error Message Meaning 
Must delete all appearances of XX from CALL RE- ( This ACD path cannot be deleted, because its ac- 
ROUTING TABLE’ cess code is defined in the CALL REROUTING 
table (Form 19). 
Must delete all appearances of XX from answer 
points in NON-DIAL-IN trunks This ACD path cannot be deleted, because its ac- 
cess code is defined in the NON-DIAL-IN TRUNKS 
form (Form 14). 
ON5 Port access code XXXXX does not exist The access code entered for the Alternate Music 
Source Between Recordings, or Music Source Fol- 
lowing a Recording is non-existant or illegal. 
Option XXX conflicts with this option Only one of the ACD COS options (ACD agent, 
ACD supervisor, ACD senior supervisor) can be 
enabled in the same COS. 
Option 41 must be enabled Option 41 (Automatic Call Distribution) must be 
enabled before this option 
can be enabled. 
Option 44 must be disabled The user is attempting to disable Option 41 (Au- 
tomatic Call Distribution) 
Recording access code XXXXX does not exist The access code entered for a recording is non- 
existant or illegal. The code must be for a record- 
ing hunt group. 
Start time of a recording must be C Inter-flow 
Timeout Adjust the start time as indicated. 
Start time of a recording must be c start time of Adjust the recording start times as indicated. 
next recording 
Start time of recording must be > start time of 
the previous recording Adjust the recording start times as indicated. 
Supervisor XXXX does not exist A Supervisor with ID XXXX cannot be displayed, 
as requested via the FIND SUPER key, because this 
access code has not been assigned to a supervi- 
sor. 
Template number must be in range (l-3) The template number is out of range. 
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