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

ACD TELEMARKETER Application Package 
Name 
............................................................ ..4- 4 
Overflow Time ....................................................... 4-4 
1stThreshold 
...................................................... ..4- 4 
2ndThreshold.. 
.................................................... ..4- 4 
AfterWork...........................................................4- 4 
Paths Using This Group ................................................ 4-5 
PathPlanner...

Table of Contents 
Supervisor Set With One Agent Group: Overview .............................. 6-3 
Queue Status Key: Supervisor Set With One Agent Group ....................... 6-3 
Purpose ............................................................ 6-3 
Operation ........................................................... 6-3 
Queue Status LCD Indicators. ........................................... 6-5 
Agent Status Key: Supervisor Set With One Agent Group ........................ 6-6 
Purpose...

ACD TELEMARKETER Application Package 
Path Summary Display ................................................. 8-7 
Path Summary Softkeys ................................................ 8-8 
Path Programmed Data Display .......................................... 8-10 
Path Statistics Display ................................................. 8-12 
Path Activity Display ................................................... 8-14 
MonitoringGroups.. ................................................... ..8-17...

Table of Contents 
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Figure 8-l 0 
Figure 8-11 
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Figure 9-l...

ACD TELEMARKETER Application Package 
Table 6-l Supervisor and Senior Supervisor Reports - Queue Status .............. 6-4 
Table 6-2 Senior Supervisor and Supervisor Reports - Agent Status ............... 6-7 
Table 7-l Agent Shift Summary Record Fields ................................ 7-2 
Table 7-2 Path Summary Report Fields ..................................... 7-3 
Table 7-3 Group Summary Report Fields .................................... 7-5 
Table 7-4 SET Softkey Subform Functions...

3 ACD TELEMARKETER 
Feature 
ACD TELEMARKETER Overview 
3.1 The ACD TELEMARKETER Application Package is an advanced Automatic Call Dis- 
tribution (ACD) system that is fully integrated with the MITEL SX-200 
DlGlTAL and 
SX-200 LIGHT PABX, and designed with the power and performance needed to en- 
sure satisfaction in the most demanding telemarketing environments. 
This section provides information on the following components of the 
ACD TELEMARKETER system: 
l ACD Path. This innovative call routing...

ACD TELEMARKETER Application Package 
3-2 queued 
callers, system resources to be used, when the call will be answered and who 
will answer the call. 
Upon entering the ACD system, a call is allocated a path, and assigned the parameters 
of that path. These parameters remain with the call for its duration. 
Path Access Code 
Incoming trunks carrying ACD calls are routed to a path access code. This code points 
the trunk to the ACD agent groups and recorded announcements appropriate for the 
type of call....

ACD TELEMARKETER Feature 
Setvice Level 
I 
I 
The service level for a path defines a standard time to answer that becomes the criteria 
for measuring path performance. Service level is programmable 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: 
l less than or equal to the service level time, or 
. greater...

ACD TELEMARKETER Application Package 
3-4 option “Allow Overflow to Interflow Point Before Timeout,“orthe “Interflow Point Access 
code” having a value of DROP CALL. “Interflow Enabled” is required for the immediate 
interflow to work. 
A tenant number can be assigned to the ACD Path with software loads F41 .O and 
above. When a tenant number is assigned, then DID and TIE trunks which dial into 
the ACD Path directly will follow the routing for this tenant as defined in Form 19 
- Call 
Rerouting Table....

ACD TELEMARKETER Feature 
ACD Call Flow 
3.3 The following paragraphs describe the handling of a typical ACD call arriving at the 
system on an incoming trunk. Included is a description of what the caller hears at 
each stage of the call. Figure 3-l shows the system action in determining what the 
caller hears while in the queue. 
ACD Caller 
The system considers an ACD caller to be anyone who is on, or has been answered 
by, an ACD path. Once answered, the ACD caller status remains while the caller is...