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

ACD TELEhMRKEXER Feature 
The system can add up to three overflow groups if a call remains unanswered. 
Overflow times are programmed individually for each agent group. Figure 3-2 
shows how overflow groups are added as the caller waits in the queue. 
8. The system performs a load calculation when each new call arrives at an agent 
group, or when the status of an agent changes. If the system predicts that a call will 
not be answered before the overflow timer expires, the system forces an immediate...

ACD TELEMARKETER Application Package 
ACD Sets 
I 
3.4 
I. 
I 
I The SUPERsET SUFERSfl410 and SUPERSET telephones (Figure 3-3 to 
Figure 3-6) used by ACD positions provide call status and progress information 
about agent groups and individual agents. A supervisor’s set 
(SUPERSET 4 or 
SUPERSET 42(3 provides agent reports and queue status reports for the 
supervisor’s agent groups. An agent’s set 
(SUPERSET 4, SUPERSET 410 or 
SUPERSET 42Q provides queue information for the agent’s group. 
SUPERSET4,...

Figure 3-3 SUPERSET Telephone 
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Figure 34 SUPERSET Telephone 
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ACD TELEMARKETER Application Package 
Figure 3-5 SUPERsET Telephone 
ACD Positions 
3.5 The ACD TELEMARKETER feature package supports three types of positions: 
senior supervisors, supervisors, and agents. Figure 3-6 shows an example of the 
ACD hierarchy. 
I ACD calls entering the system normally terminate on agent positions (SUpERsET4, 
SUPERSET47Oor SUPERSET420telephones). Agents handling similartypes of calls 
are arranged in agent groups. Supervisors and senior supervisors (SUpERsET or 
SUPERSET 420...

ACD TELEMARftETER Feature 
Note: An ACD 
agent is considered not available for an ACD call if the agent is on its prime key 
or any other 
line key appearing at the telephone. 
Senior Supervisor 
Name: Reynolds G 
ID: 4400 
Supervisor Supervisor 
Name: Godin L Name: Wallace J. 
ID: 2200 ID: 3300 
4T  Agent roup Agent roup Agent Group 
Name: A/V Sale 
Name: Reo-olaee Name: Tickets Agent Group 
Name: Inquiry 
Agent 
Name: Nantel S. 
ID: 2210 Agent 
Name: Peters J. 
ID: 
2215 
Agent 
Name: Gilmour J. 
ID:...

ACD TELEMARKETER Application Package 
Agent groups are created through Customer Data Entry (CDE) by entering in the ACD 
agent groups form (Form 39) an agent group number in the range 1 through 50. An 
optional name can also be given to the group to assist in identifying the group’s function. 
Members are added to the group though CDE by entering a I- to 5-digit ID number 
and an optional name for each agent. 
Each agent group has timers that govern events such as: 
l the time granted to an ,agent for...

ACD TELEMWXE7ER Feature 
Senior Supervisor 
The senior supervisor oversees the supervisors and is, therefore, the highest level in 
the hierarchy of ACD positions. In smaller installations, however, where a supervisor 
is not required between the agent group and the senior supervisor, agent groups may 
report directly to the senior supervisor. The senior supervisor does not answer ACD 
calls. The SUpERSET or SUpERsET telephone used by the senior supervisor 
is equipped with special feature keys, similar...

ACD TELEMARKETER Application Package 
RAD’s message is played when the unit is triggered by ringing current. In the ACD 
TELEMARI(ETERfeature, the recorded messages are given while callers are waiting 
in the queue for a free agent. 
The SX-200 DIGITAL and SX-200 LIGHT systems support both intelligent and dumb 
RADs. An intelligent device hangs up when the message is finished. A dumb device 
provides a fixed-length recording (such as a tape) and the system must hang up on 
the device to prevent callers...

ACD TELEAMRKE7ER Feature 
RAD Failure 
The ACD system handles four types of PAD failures: 
Failure to Answer: The system considers the PAD to have failed if it does not answer 
within the fixed interval of 30 seconds. The system clears ringing, puts the PAD into Do 
Not Disturb (DND), turns on the console alarm icon, and creates a maintenance log 
entry as shown in the following example: 
1989-FEB-15 12:47&I Recording dev test failed at 01010100 
Failure to answer Alann code = 123 
Failure to Hang Up:...

ACD TELEMARKETER Application Package 
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