Mitel SX 200 DIGITAL Pabx General Descriptions Manual
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ACD TELEMARKETER Application Package Path, 3-4 RADs, 3-4 Call Monitoring, 7-1 Operation, 7-2 Call Queueing, 2-l CDE Form ACD Agent Groups (39), 3-8,4-4 ACD Agent Groups Form (39), 1 l-2, 11-3 ACD Agent Groups Subform (39), 17-4, 1 l-4 ACD Keys Template (38), 7 7-6, 1 l-6 ACD Path (41), 3-l 3,4-7,4-8,4-g ACD Path Form (41), I I-72 ACD Supervisor (40), 11-9, 7 1-70 ACD Supervisor Subform (40), 1 l-10, I I-l 1 COS Define (03), 1 l-7, T 7-8 Directed IO (34), 9-4 Hunt Groups (17), 3-13,4-8, 11-77 System Options (04), 7 l-7 CDE Form Number 03 (COS.Define), 1 l-7, 7 7-8 04 (System Options Form), 7 7-7 17 (Hunt Groups), 3-13,4-8, 11-17 34 (Directed IO), 9-4 38 (ACD Keys Template), 7 l-6, 1 l-6 39 (ACD Agent Groups Form), 1 l-2, 7 7-3 39 (ACD Agent Groups Subform), 7 7-4, 1 l-4 39 (ACD Agent Groups), 3-8,4-4 40 (ACD Supervisor Subform), 1 l-l 0, 7 7-7 I 40 (ACD Supervisor), 1 l-9, I I-10 41 (ACD Path), 3-13,4-7,4-8,4-g, 17-12, 1 l-12 CO Trunk to ACD. See Non-Dial-in Trunks COS Option Loop Start Trunk to ACD Path Connect (812), 1 l-16 SUPERSE~- Headset Operation (6?2), S-3 COS Option Name, Loop Start Trunk to ACD Path Connect (812), 3-l 1 COS Option Number 612 (SUPERSET- Headset Operation), 5-3 812 (Loop Start Trunk to ACD Path Connect), 11-16 See also COS Options COS Options Forward Timer, 3-5 Recording Failure to Hangup Timer, 3-14 Customer Data Entry. See Programming D Dial-In Trunks, 3-l 1 F Feature Access Code, ACD Silent Monitoring, 7-2 G Group Summary Report, 9-3 H Help Call, 7-2 Help Softkey, 6-4,7-5 I Interflow, 3-5,3-l 1 Interflow Enabled, 1 l-l 5 Inter-flow Point, 3-l 1 Interflow Point Access Code, 1 l-l 5 Interflow Timeout, 3-6, 1 l-l 5 L Load Calculation, 3-1, 3-l 1 Login, 5-2, 6-l Logout, 5-3,6-l Longest Idle Agent, 3-7 M Make Busy, 6-l Monitors See a/so Monitors Accessing, 1 O-2 Agent Activity, 70-36, 1 O-36 Softkeys, 1 O-37 Terms, 1 O-37 Agent Programmed Data, 10-31, IO-32 Softkeys, 1 O-32 Terms, 1 O-33 Agent Statistics, 1 O-33, 70-34 Index-2 Issue 3 Revision 1 9 109-094-620-NA
Index Softkeys, 1 O-34 Terms, 1 O-35 Agent Summary, 70-29, lo-29 Out of Range, lo-29 Softkeys, lo-30 . Terms, 1 O-30 Group Activity, 70-26, 1 O-26 Softkeys, 1 O-27 Terms, 1 O-27 Group Programmed Data, 70-22, IO-22 Softkeys, 1 O-23 Terms, 1 O-23 Group Statistics, 70-24, 1 O-24 Softkeys, 1 O-25 Terms, 1 O-25 Group Summary, 10-19, 70-20 Softkeys, 1 O-20 Terms, 1 O-2 1 Hierarchy, 70-7 Password. See Monitors Path Activity, 1 O-l 6, 70-77 Softkeys, 1 O-l 7 Terms, 1 O-l 8 Path Programmed Data, 1 O-l 0, 70-7 7 Softkeys, 16-l 1 Terms, 10-12. Path Statistics, 10-13, 70-74 Softkeys, 1 O-l 4 Terms, 1 O-l 5 Path Summary Display, 1 O-7, 70-8 Softkeys, 1 O-8 Terms, 1 O-9 System Activity Monitor, 1 O-3 Display, 7U Softkeys, 1 O-4 Terms, 1 q-5 Music on Hold (MOH), 3-5 Music Source, 3-l 2 N Non-Dial-In Trunks, 3-l 1, 1 l-l 3 0 Overflow, 3-5 Overflow Groups, 3-l 1 P Path, 3-l 0 Path Access, 3-l 0 Path Access Code, 3-l 0, 1 l-l 3 Path Planner, Fields Allow Interflow to Interflow, 4-9 Delay to Answer, 4-7 Interflow, 4-8 Interflow Point, 4-8 Interflow Timeout, 4-9 MOH or Ext #, 4-8 Name, 4-7 Overflow Group Exists, 4-8 Path Access Code, 4-7 Path Number, 4-7 Primary Agent Group, 4-8 Priority, 4-7 Purpose of This Path, 4-7 Queued Calls, 4-8 Recording 1, 4-7 Recordings 2 - 4,4-8 Path Priority, 3-l 0, 1 l-l 6 Path Reports, 9-2 Planning Agent Group Planner, 4-2,4-3 Grouping Agents, 4-l Incoming Calls, 4-l Path Planner, 4-4,4-6 RAD Planning, 4-2 Predicitve Overflow, 3-l See a/so Overflow Programming, 1 l-l See also CDE Form; CDE Form Number ACD Agent Groups Form, 7 7-3 ACD Agent Groups Subform, Fields, 1 l-5 Agent Groups Subform, 7 7-4, 1 l-4 ACD Agent Groups Form (39), 7 7-2 Fields, 1 l-3 ACD Keys Template Form, 7 7-6 Fields, 1 l-7 ACD Keys Template Form (38), 1 l-6 ACD Paths, 1 l-l 2 Fields, 1 l-l 3 ACD Paths (Form 41), 7 I-72,1 l-12 ACD Recording Hunt Groups, 77-77, 11-17 ACD Silent Monitoring Enable, 7-2 ACD Supervisor Form, 7-l ACD Supervisor Form (40), 7 7-70 ACD Supervisors, 1 l-9 ACD Supervisor Subform, 1 l-l 0 9 109-094-620-NA Issue 3 Revision 1 Index-3
AC0 TELEMARKETER Application Package ACD Supervisors Subform, 17-7 7 Fields, 1 l-l 1 Fields, 1 l-10 Call Rerouting Table (Form 19), 11-13 CDS Define, 7 l-8 COS Define (03), 1 l-7 COS Options, Fields, 1 l-8 Hunt Groups (Form 17), 1 I-77 Hunt Groups Form, Fields, 11-18 Non-Dial-In Trunks (Form 14), 7 7-13 Printer Assignment, 9-4 System Options Form, Fields, 1 l-2 System Options Form (04), 1 l-l Q Queue Status Key, 6-3,7-3,7-g, 8-l R RADs, 3-l 2 DND, 3-14 Failures, 3-13 Card Failure, 3-14 Failure to Answer, 3-13 Failure to Hang Up, 3-14 False Origination, 3-14 Recording Groups, 3-13 Removing DND, 3-14 Read Softkey, 7-9 Realtime Displays, 3-2 Recorded Announcement Devices (RADs), 3-4 Recording Groups, 3-13 Operation, 3-l 3 Reports, 9-l Agent Shift Record, 3-2 Agent Shift Summary Record, 9-l Example, 9-2 Group Summary Report, 9-3 Example, 9-4 Fields, 9-4 Headers, 9-4 Path Reports, 9-2 Example, 9-3 Fields, 9-2 Headers, 9-2 Printing, 9-4 Commands Quit, 9-7 Set, 9-5 Show, 9-6 Report Commands, 9-5 Ringback Delay Timer, 3-4 S Senior Supervisor, 3-7,3-g Senior Supervisor Reports, Queue Status, 8-2 Service Level, 3-l 1, 10-16, 11-16 Service Time, 1 O-l 6, 1 l-l 6 Shift Key, 7-8,7-g, 8-3 Silent Monitoring. See Call Monitoring Summary Reports, 3-2 SUPERSET Telephone, 5-2 See also ACD Agent Set; ACD Senior Supervi- sor Set; ACD Supervisor Set LCD Line Status Indicators, 6-2 SUPERSET Telephones, 5-l Headset Operation, 5-3 Line Select Keys, 5-3 Supervisor, 3-7,3-g Supervisor Reports Agent Status, 7-7 Queue Status, 7-5 System Option ACD Reports (44), 1 l-2 ACD Silent Monitoring (42), 1 l-2 ACD Silent Monitoring Beeps (43), 1 l-2 Automatic Call Distribution (41), 1 l-2 System Option Number 41 (Automatic Call Distribution), 1 l-2 42 (ACD Silent Monitoring), 1 l-2 43 (ACD Silent Monitoring Beeps), 1 l-2 44 (ACD Reports), 1 l-2 T Timers Afterwork, 1 l-5 Call Forward No Answer, 6-3 Delay for Ringback, 1 l-17 Overflow, 1 l-5 Ringback Delay Timer, 3-4 Threshold, 6-3, 1 l-6 Trunk Access DID Trunk Routing Points, 11-13 Index4 Issue 3 Revision 1 9109-094-620-NA
Index Loop Star-t CO Trunks, 11-16 Loop Start DISA Trunks, 1 l-l 6 9 109-094-620-NA Issue 3 Revision 1 Index-5
ACB TELEMARKETER Application Package “Copyright 1989, MITEL Corporation. All rights reserved. Index-6 issue 3 Revision 1 9 109-094-620-NA
9 109-094-625-NA Issue 1 Revision 1 September, 1989 SX-2003 DIGITAL PABX Automated AttendantApplication Package This practice describes the features, operation, and programming of the Automated Attendant Application Package for the -$X-200@ Digital Private Automatic Branch Exchange (PABX). Practice: 9 109-094-625-NA Issue: 1 Revision: 1 Date : September, 1989 Software Version: Cl003 MR3 ocopyright 1989, MITEL Corporation.. Ail rights reserved. “Trademark of MITEL Corporation ‘aRegistered Trademark of MITEL Corporation.
Table of Contents l.lNTRODUCTlON ............................................... ..62 5 l-l Reasonforissue ............................................. ..62 5 l-l intended Audience .............................................. 625 l-l Practice Structure .............................................. 625 l-l Associated Documents .......................................... 625 l-l 2. FUNCTIONAL DESCRIPTION ....................................... 625 2-l Overview ..................................................... 625 2-l Auto-Attendant Groups ........................................ 625 2-l BasicOperation ............................................. ..62 5 2-2 DigitHandling ............................................. 625 2-2 Conflict Dialing ............................................ 625 2-2 Valid Destinations .......................................... 625 2-3 CO Trunk Dialing ........................................... 625 2-3 Prefix Digits ................................................... 625 2-3 Typical Applications ......................................... 625 2-4 Prefix Processing ........................................... 625 2-4 Illegal Number Handling ........................................ 625 2-4 Vacant Number Routing ................................ .-. ...... 625 2-5 FrontEnd Recording ........................................... 625 2-5 Default Destination ............................................ 625 2-5 Default Answering Points .................................... 625 2-5 Routing to Default Destination ............................... 625 2-5 RADOperation ................................................. 625 2-5 Resource Allocation ............................................ 625 2-6 DTMF Receiver Requirements ................................. 625 2-6 Receiver Allocation Control .................................. 625 2-6 Busy recordings ................... : ........................ 625 2-7 Busyreceivers.. .......................................... ..62 5 2-7 Busy RAD or Receiver Timeout ................................ 625 2-7 3.OPERATlON .................................................. ..62 5 3-l Callerdisplays ............................................... ..62 5 3-1 Called Party Displays ............................................ 625 3-l Transfers ..................................................... 625 3-2 Interaction with Other Features .................................. 625 3-2 ACD ...................................................... 625 3-2 Accountcodes ........................................... ..62 5 3-2 ARS ...................................................... 625 3-3 Callbacks..................................................62 5 3-3 Call Duration Display ........................................ 625 3-3 CallForwarding ............................................ 625 3-3 9109-094-625-NA Issue 1 Revision 1 625 iii
Automated Attendant Application Package Campon ................................................ ..62 5 3-3 DID/Dial-in Trunk Busy Rerouting ............................. 625 3-3 DirecttoARS .............................................. 625 3-3 Recall on Default or Dialed Destination ......................... 625 3-3 System Abbreviated Dial ........... Tenanting ....................... SMDR .............................. Sample SMDR Record .............. Analog networking .................. Traffic Measurement ................. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 625 3-3 625 3-4 625 3-4 625 3-4 625 3-5 625 3-5 4.PROGRAMMlNG .............................................. ..62 5 4-I System Option Form ............................................ 625 4-l COSOption Form .............................................. 625 4-l Call Rerouting Form ............................................ 625 4-l Hunt Group form .............................................. 625 4-l SampleProgramming...........................................62 5 4-2 Basic Automated Attendant Feature ........................... 625 4-2 ACD Front-end Message ..................................... 625 4-3 Aided External Dialing ....................................... 625 4-3 5. MAINTENANCE . ................................................. 625 5-I RAD Failure Handling ........................................... 625 5-l RADsinDND.. ............................................. 625 5-1 Failure to Answer ........................................... 625 5-l Troubleshooting Guidelines ..................................... 625 5-l Failure to Answer ........................................... 625 5-l CallDropped ............................................ ..62 5 5-l RAD Fails to Drop ........................................... 625 5-l WrongMessage .......................................... ..62 5 5-1 6. INSTALLATION .................................................. 625 6-l Receivers ................................................... ..62 5 6-l Universal Cards ................................................ 625 6-l List of Figures Figure 2-l Automated Attendant Call Handling . . . . . . . . . . . . . . . . . . . . . 625 2-l List of Tables Table3-1 SMDR Fields . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 625 3-4 625 iv 9109-094-625-NA Issue I Revision 1
1. INTRODUCTION 1.1 This practice describes the features, operation and programming of the Automated Attendant option for the SX-ZOO@ DIGITAL PABX. The Auto- mated Attendant feature is available only on systems that have the ACD KKEMARKEW?‘” application installed. REASON FOR ISSUE 1.2 This is the first issue of this practice. INTENDED AUDIENCE 1.3 This practice is for those involved in the marketing, installation, pro- gramming, and operation of the SX-200 DIGITAL Automated Attendant Fea- ture. PRACTICE STRUCTURE 1.4 This practice contains six sections covering the following topics: Introduction - Introduces the practice and lists related documents. Functional Description - Describes the Automated Attendant feature and the hardware and software components that make up the package. Operation L Describes the interactions between the Automated Attendant feature and other PABX features. Customer Data Entry-Covers the CDE requirements for the feature. Maintenance - Discusses maintenance for the Automated Attendant feature. Installation - Briefly describes the hardware and software requirements for installing the feature, including provisioning of DTMF receivers. ASSOCIATED DOCUMENTS 1.5 Refer to the documents listed below for additional information: 0 9109-094-l 05-NA Features and Services 0 9109-094-620-NA ACD TELEMARKETER Application Package 9 109-094-620-NA Issue 1 Revision 1 625 l-l
Automated Attendant Application Package This page intentionally blank 625 l-2 9109-094-625-NA Revision 1 Issue 1