Mitel Sx 200 Digital Pabx, Light Pabx Telemarketer Application Package Instructions Manual

m . I 
&CD Monitors 
Agent Activity Form 
Pressing the ACTIVITY softkey displays the Agent Activity form (Figure 6-l 4). 
This 
form provides a continuously updated display of ACD information for the agent, plus 
status for the agent’s set and the current call. 
Table 6-25 describes the softkeys presented with the Agent Activity display. 
Table 6-26 defines the fields on the display. 
15~53 2hWR-89 AGENT ACIXVITY MITELACDTELEMARKETER 
GROUP NAME : NEWSROOM SET STATE 
: idle ACD STATE : acd 
GROUP NUM 
:...

ACD TELEMARKETER Application Package 
Table 6-26 Terms Used In Agent ActMty Display 
The extension number of the SUPERSETtelephone 
where the agent IS 
ACD State indicates the type of activii the agent is involved in from the following list: 
suspnd - agent is ending a call 
loked - agent’s set has been left off-hook 
- on an ACD call 
-the agent’s set has Do Not Disturb active 
- agent has an ACD caller on hold 
- agent has entered the make busy state 
620 8-32 Revision 0 910949Wj2O-NA Issue 3  

.9 
’ 
PROGRAMMING 
General 
9.1 Customer Data Entry for the ACD TELE/WRKETER applications package involves 
specifying the routing of incoming ACD calls by entering data into a network of 
programming forms. information in the forms is linked through a series of indexes 
and pointers. The forms which make up the ACD network are: 
System Options Form 
System Options (CDE Form 04) 
Feature Access Codes (CDE Form 02) 
ACD Agent Groups (CDE Form 39) 
Agent Group Subform (CDE Subform 39) 
ACD Keys Template...

ACD TELEMARKETER Application Package 
Four fields on the System Options form control operation of the 
ACD TELEMARKTTER 
feature. Table 9-1 defines the function of each field. 
Table 9-l System Option Form Fields 
Optlon 
I Function 
AUTOMATiC CALL Setting this option to ENABLED allows access to the programming 
DISTRIBUTION (Option 
41) forms related to ACD. 
ACD SILENT MONITORING Setting this option to ENABLED allows a supervisor to monitor ACD 
(Option 42) calls by dialing a programmed feature access...

Programming 
37 PM 11-JUN-98 
[ ACD GRP: 1 alarm status = MAJOR 
1 AGENT ID AGENT NAME cos 
111 MARY RUBY 
112 C&THY BREN :i 
113 SUE BALDIN 
114 M&W &l-r. :: 
0 114 
.-ACD GRP NAME P-FIND ID 3-ADD 
;-QUIT 7-AGENT GROUP 8-DELETE M&RY KIT. 28 
4-TOP 
Es-BO-ilatl 
9-OPTIONS 
B- 
Figure 9-2 ACD Agent Groups Form (CDE Form 39) 
Table g-2 ACD Agent Group Fields 
Field 
ACD GRP 
ACD GROUP 
NUMBER 
ACD GROUP 
NAME 
Meanlng 
A field containing the group number and the group name. 
A programmable field containing...

ACD TELEMARKETER Application Package 
Agent Groups Subform 
9.4 The Agent Groups subform (CDE Subform 39) shown in Figure 93 is accessed 
through the OPTIONS key. This form can only be accessed if there is at least one 
agent in the agent group. Entries are changed by editing the status column. Four 
fields on the ACD Agent Group subform contain customer-defined data. The 
contents of each field are defined in Table 9-3. 
2:37 PM ll-JUH-99 alarm status = MAJOR 
[ACDGRP: i ] OPTIONS 
) Afterwork Timer...

Programming 
Table 94 ACD Agent Groups Subform Fields 
(continued) 
Field 
FIRST STATUS 
THRESHOLD Meanlng 
The range of this timer is 0 seconds to 54 minutes (MM:SS). The field 
defaults to 3 minutes. The time entered in this field must be less than the 
time specified in the Second Status Threshold. Refer to page 620 9-6for 
additional information. 
SECOND STATUS 
THRESHOLD This timer range is 0 seconds to 54 minutes (MM:SS). The 
time sp&cified 
must be greater than the time specified in the First...

ACD TELEMARKETER Application Package 
The First and Second Status Threshold timers provide a visual indication on all Queue 
Status keys of the current work load condition for this agent group. 
ACD Keys Template Form 
I 
9.5 
I 
I 
I 
I 
Assigning ACD Keys 
The ACD Keys Template Form (CDE Form 38) allows global programming of 
SUPERSET4, SUPERSET or SUPERsET telephones that require common 
ACD feature keys. 
Global programming is still possible when these telephone sets are mixed in an ACD 
system, in...

Prcgramming 
ACD Keys Template Display 
When selected during CDE, the ACD Keys Template form defaults to display the first 
Agent Keys template. The title line contains the type of template and the template 
number. 
AGENT [l] 
02 
:: 
05 
06 
07 
08 
09 
10 
11 
12 
13 
04 TYPE SPEED DIAL NUMBER PRIVATE 
Speed Dial 
95552211 
Speed Dial  Dial  Speed 
95552212  95552213 
Speed Dial 
95552214 
Speed Dial 
95552215 
Speed Dial 
95552216 
Speed Dial 
95552217 
Speed Dial 
95552218 
Speed Dial 
95552219...

ACD TELEMARKETER Application Package 
Table 9-4 ACD Keys Template Fields 
(continued) 
Field Meanlng 
TYPE 
A programmable field defining the function of the set keys. Options vary 
depending on the template form as follows: 
Agent - Speed Dial, Make Busy and Queue Status. 
Supervisor - Speed Dial, Queue Status, Agent Status and Shift. 
Senior Supervlsor - Speed Dial, Queue Status and Shift. 
SPEED DIAL 
NUMBER A programmable field used to save frequently dialed numbers. This field can 
also be used to...