Mitel SX 200 DIGITAL Pabx General Descriptions Manual
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0 1 0 2 / Prri Answer: Path #: 1 Path Service Level: I Recording] (RecordingZ RAD: _ Start: . -1 Name: Length:-: MOH ES: RAD: Start: . Name: Length:- :- MOH rl El&: ACD TELEMARKETERTM PATH PLANNER Purpose of this Path: I Recording 3 RAD: Start: . I Name: I ILength:-: 1 MOH E%#: I Recording 4 RAD: Start: . -.- Name: Length:-:- MOH q E:#: t + t t 0 3 Primary 1stOverflow 2nd Overflow 3rd Overflow Agent Group - Agent Group - Agent Group A Agent Group 1 1 0 1 4 Overf~;~~roup Yes Overk~~roup. Yes OverR;ytiGroup Yes Yes t Inter-flow Pointj # or Drop. Y/N INSTRUCTIONS: 1. Completea Path Plannerforeach path. 2. Caller can listen to RADs with the option of Music on Hold (MOH) or an alternate musicsourcelrecording between the RADs (RAD = Hunt Group Access Code) 3. Copy the appropriate Agent Group Number from the Agent Group Planner. 4. The Primary Agent Group must be programmed. The path has the option of three Overflow Groups and Interflow out of the Path. if next Overflow Group is not programmed the call either interflows out of the path or remains as is until the call isanswered orthecalier hangs up. 5. Defaultlnterflow Timeout is 54 minutes. Thecall interflows (if enabled) or dropswhen the timer expires or when prediction indicatesthatthecallwilinot beansweredwithinthetimer interval.lnterflowtimestattswhenthecallentersthe path. 9 109-094-620-NA issue 3 Revision 1 620 B-9
620 B-10 This page intentionally blank. 9109-094-620-NA Issue 3 Revision 1
0 Name: 1 Path Access: Start: . -.- Length:- :- RAD: ACD TELEMARKETERTM PATH PLANNER Purpose ofthrs Path: 0 3 0 4 0 5 !2 d :: u 5 5 0 Primary IL Agent Group t 1stOverflow A Agent Group + 2nd Overflow A Agent Group f 3rd Overflow - Agent Group v 1 1 Overfll;tZ8roup Yes Overf&$roup Yes Overf:;y*Group Yes Point before timeout? YIN Yes t Interflow Point # or Drop. Y/N INSTRUCTIONS: 1. Completea Path Plannerforeach path. 2. Caller can listen to RADs with the option of Music on Hold (MOH) or an alternate musicsource/recording between the RAD (RAD = Hunt Group Access Code) 3. Copy the appropriate Agent Group Number from the Agent Group Planner. 4.ThePrimaryAgentGroupmust be programmed.The path hastheoptionofthreeOverflowGroupsand Interflowoutof the Path. If next Overflow Group is not programmed the call either inter-flows out of the path or remains as is until the call isanswered orthe caller hangs up. 5. Default Interflow Timeout is 54 mmutes. The call interflows (if enabled) or dropswhen the timer expires or when prediction indicatesthatthecallwillnot beansweredw~thinthetimerintervaI.lnterflowtimestartswhenthecaIIentersthepath. 9109-094-620-NA Issue 3 Revision 1 620 B-l 1
620 B-12 This page intentionally blank. 9109-094-620-NA Issue 3 Revision 1
0 Name: 1 Path Access: ACD TELEMARKETERTM PATH PLANNER Purpose ofthis Path: 0 3 Primary Agent Group L I i 1stOverflow A Agent Group 1 Point b;a;re timeout? 1 2nd Overflow 3rd Overflow No No No t INSTRUCTIONS: 1. Complete a Path Planner for each path. 2. Caller can listen to RADswith the option of Music on Hold (MOH) or an alternate musicsource/recording between the RADs. (RAD = Hunt Group Access Code) 3. Copy the appropriate Agent Group Number from the Agent Group Planner. 4,ThePrimaryAgentGroupmust be programmed.The path hastheoptionofthreeOverflow Groupsand Interflowoutof the Path. If next Overflow Group is not programmed the call either interflows out of the path or remains as is until the call isansweredorthecaller hangsup. 5. Default Interflow Timeout is 54 minutes. The call inter-flows (if enabled) or dropswhen the timer expires or when prediction indicatesthatthecallwill not beansweredwrthinthetimer interval.lnterflowtimestartswhenthecallentersthe path. 9109-094-620-NA issue 3 Revision 1 620 B-13
620 B-14 This page intentionally blank. 9109-094-620-NA Issue 3 Revision 1
Name: ACD TELEMARKETERTM PATH PLANNER Purpose of this Path: Recording 4 RAD: Start: . Name: Length:- :- MOH L-l Ei%: 0 4 1 No 2nd Overflow -1 3rd Overflow Agent Group Allow Overflowto lnterflo Point before timeout? _ INSTRUCTIONS: Yes + Interflow Point # or Drop. Y/N 1. Complete a Path Planner for each path. 2. Caller can listen to RADs with the option of Music on Hold (MOH) or an alternate musicsource/recording between the RADs (RAD = HuntGroupAccessCode) 3. CopytheappropriateAgentGroupNumberfrom the Agent GroupPlanner. 4. The Prrmary Agent Group must be programmed. The path has the option of three Overflow Groups and Interflow out of the Path. If next Overflow Group is not programmed the call either interflows out of the path or remains as is until the call isansweredorthecaller hangsup. 5. Default Interflow Timeout is 54 minutes. The call interflows (if enabled) or dropswhen the timerexpires or when prediction indicates thatthe call will not be answered within the timer interval. Inter-flow time starts when the call entersthe path. 9109-094-620-NA Issue 3 Revision 1 620 B-15
620 B-16 This page intentionally blank. 9109-094-620-NA Issue 3 Revision1
Recordmg 1 RAD: Start: . -.- Name: Length:- :- Recordtng 2 RAD: Start: . -.- Name: Length:- :- MOH E%k ACD TELEMARKETERTM PATH PLANNER Purpose of thus Path: Y 2 2 5 d 5 : : d x d 2 5 : s 5 z 5 z 0 CY 2 0 0 1 1 1 1 0 3 Primary 1 St Overflow 2nd Overflow Agent Group 3rd Overflow A Agent Group A Agent Group A Agent Group J 0 4 1 Overfl;TtFroup Yes Overfll$roup Yes Overf:;g$roup 1 Yes , I I No No 4 INSTRUCTIONS: 1. Completea Path Plannerforeach path. 2. Caller can listen to RADs with the option of Music on Hold (MOH) or an alternate musicsourcekecording between the RADs (RAD = Hunt Group Access Code) 3. CopytheappropriateAgent GroupNumberfrom the AgentGroupPlanner. 4. The Primary Agent Group must be programmed.The path hasthe option of threeoverflow Groups and lnterflowout of the Path. If next Overflow Group is not programmed the call either.interflowsout of the path or remainsas is until the call isanswered orthe caller hangs up. 5. Defaultlnterflow Timeout is54 minutes.Thecall interflows (ifenabled)ordropswhenthetimerexprresorwhen prediction indicatesthatthecallwillnot beansweredwithinthetimerinterval.lnterflowtimestartswhenthecallentersthe path. 9109-094-620-NA issue 3 Revision 1 620 B-17
INDEX Italicized numbers refer to pages with figures. A Acccess Codes, ACD Path, 1 l-l 2 Access Codes ACD Path, 11-13 Agent ID, 11-2, 1 l-3 Feature, 1 l-2,1 l-7 Hunt Group, 11-18, 11-19 Recording, 1 l-18 Supervisor ID, 1 l-10 ACD Agent Set Auto Answer, 6-5 Help Softkey, 6-4 LCD Indicator, 6-2 Login, 6-l Logout, 6-l Make Busy, 6-l Queue Status Key, 6-3 ACD Applications, 2-l ACD Call Flow, 3-4 ACD Monitors. See Monitors ACD Overview, Automatic Call Distribution, 2-l ACD Path, 3-1,3-4,3-l 0 Interflow, 3-l 1 Overflow, 3-l 1 Path Access, 3-l 0 Path Access Code, 3-l 0 Path Priority, 3-10 Rerouting, 3-l 1 Service Level, 3-l 1 . ACD Path Programming, 11-16 ACD Positions, 3-7 Agent, 3-7 Logi n/Logout, 5-2 Senior Supervisor, 3-7 Supervisor, 3-7 Shift Key, 8-3 ACD Supervisor Set, 7-l Agent Status Key, 7-6 LCD Indicator, 7-6 Operation, 7-6 Call Monitoring, 7-l Help Call, 7-2 Help Softkey, 7-5 Login, 7-l Logout, 7-l Queue Status Key, 7-3,7-g LCD Indicator, 74 Operation, 7--4 Read Softkey, 7-9 Shift Key, 7-8,7-g ACD Supervisors, 1 l-9 ACD TELEMARKETER Reporting System, 3-3 Agent, 3-7,3-g Agent Group, 3-5,3-8 Agent Group Planner, Fields 1st Threshold, 4-4 2nd Threshold, 4-4 After Work, 4-4 Agent Group #, 4-4 Name, 4-4 Overflow Time, 4-4 Paths Using This Group, 4-4 Agent Shift Record, 3-2 Agent Shift Summary Record, 9-l Agent Status Key, 7-6 Alternate Music Source, 3-12 Auto Answer, 6-5, 1 l-9 Automatic Route Selection (ARS), 3-12 C ACD Senior Supervisor Set, 8-l Call Monitoring, 8-3 Call Handling, 3-4 Login, 8-l ACD Caller, 3-6 Interflow, 3-5 Logout, 8-l Queue Status Key, 8-l Longest Idle Agent, 3-7 Operation, 8-2 Music on Hold (MOH), 3-5 Overflow, 3-5 9 109-094-620-NA Issue 3 Revision 1 Index- 7