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

ACD TELEMARKETER Application Package 
ACD Supervisors 
9.7 The ACD Supervisors form shown in Figure 9-6 records the ID number, name, and 
COS of each ACD Supervisor. System option 41, “Automatic Call Distribution” must 
be enabled before this, or any ACD related CDE form, can be accessed. 
The senior supervisor’s name is carried to the set when the supervisor logs on. The 
ID codes assigned in this form are used in the log on procedure and may also be used 
as an access code to call the user. 
11:03...

Programming 
Pressing the EXPAND softkey displays the subform shown in Figure 9-7. This form 
lists all groups reporting to the supervisor. 
ACD Supervisor Su bform 
9.8 This subform is sorted by SUPER ID. If the entry has no supervisor assigned, the field 
is sorted by group number. When there is more than one group assigned to the same 
supervisor, the entries reporting to the supervisor are sorted by group number. 
11:03 21-DEE-94 
alann status = MAJOR 
> 
GRPS OF FRED ELUGG 1990 
12 
107 
10 
108 
2...

ACD TELEMARKETER Application Package 
ACD Paths 
9.9 The ACD path is the major element of the ACD structure. Each path contains all the 
information necessary to carry an incoming call through the ACD system. Paths spec- 
ify the resources used, the order in which the resources are encountered, and the 
timing of the steps through the path. Up to 99 paths may be assigned in the system. 
Figure 9-8 contains the ACD Path form. Table 9-8 describes the fields on the ACD 
Path form. 
ACD Path Programming 
For...

Programming 
I 
I 
Table 9-8 ACD Path Form Fields 
Field 
ACD Path 
ACD Path Number 
Meaning 
Header field identifying the ACD path by name and number. 
Programmable field containing a one or two digit number in the range 
of 1 through 99. 
ACD Path Name Programmable field identifying the path by name. This field can not be 
accessed until the path has been assigned an access code and a 
primary agent group. The path name can be up to 8 characters and 
cannot begin with an asterisk (*). 
Access Code for...

ACD TELEMARKETER Application Package 
I 
I 
Field 
Recording 1: Music Source 
Following 
Recording 2 through 4 
Overflow 1 Agent Group 
Overflow 2 Agent Group 
Overflow 3 Agent Group 
Interflow Enabled 
lntetflow Timeout 
Table 9-8 ACD Path Form Fields (continued) 
Meaning 
A programmable field that directs the call to the ONS port supplying 
music following the recording. The default music source is the system 
music, if provided, or silence. The entry in this field cannot have keyline 
or multi-call...

Programming 
Table 9-8 ACD Path Form Fields (continued) 
Field Meaning 
lnterflow Point Access Code Programmable field containing the directory number of the interflow 
device. Valid inter-flow points are LDNs, stations, sets, consoles, night 
bells, ACD paths, station/set hunt groups, UCD agent hunt groups, 
Automated Attendant hunt groups, system speed call numbers or 
DROP CALL. If an access code is programmed, the DROP CALL 
softkey is provided. 
Allow Overflow to lnterflow Entering YES in this field...

ACD TELEMARKETER Application Package 
Call Routing 
9.10 With software loads F41 .O and above, dial-in trunks to ACD Paths may also be rerout- 
ed as defined in this form. The ACD Path is assigned a tenant number in Form 41. 
13:47 14-DEE-94 alam status = MAJOR 
[TENRNT : 1 I TYPE OF CFlLL MY Ml N2 
> 
Station Dial 0 Routing 1801 1801 1801 < 
Priority 
Dial D Routing 
DID Recall Points On Busy 
DID 
Recall Points Dn No Answer 
DID Routing For 
Calls Into This Tenant 
DID Illegal# Intercept For This...

Programming 
Softkeys 
TENANT This softkey selects a tenant group. Pressing the TENANT softkey displays 
the ENTER TENANT GROUP NUM: prompt on the command line. The selection is 
completed by entering a valid number (1 to 25). The system displays the selected 
tenant group number on the header line. 
TENANT NAME: Allows a name to be programmed for the selected tenant group. The 
name may have a maximum of eight characters. 
The standard softkeys CANCEL, DELETE, ENTER, TOP, BOTTOM, and QUIT are 
also...

ACD TELEMARKETER Application Package 
9:58 14-DEE-94 alatm status = MAJOR 
[GRP 
1x578 ][TEM][RECURD. ] EXT NIM 
1102 
I 1102 
l-GROUP TYPE 2-CIRCULRR 3-INSERT 
BAY 
01 
01 SLT 01 
01 
CCT 
02 CCMIENTS 
1 4-OPTIONS I5-HUNT GROUP 
&QUIT 7-ACCESS CODE 8-DELETE 9-EXT HIM o- 
Figure 9-10 Hunt Groups Form (CDE Form 17) 
Field 
Hunt Group Number 
Access Code 
Type Of Search 
Group Type 
Extension Number 
Table 9-10 Hunt Groups Form Fields 
Meaning 
A 
programmable two digit field in the range of 1 through 99....

Programming 
Table 9-10 Hunt Groups Form Fields (continued) 
Field 
Bay/Slot/Circuit 
Message Length 
Name 
Meaning 
System generated field that is displayed after entering the extension num- 
ber of the ONS port. 
Programmable field defining the length of the recorded announcement. 
The range is one second to four minutes. Default entry is ten seconds. 
This timer value determines whether the PABX or the RAD ends the re- 
cording. If the RAD is to hang up, set the Message Length at least three 
seconds...