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

4 . 
CONFIGURING AN ACD SYSTEM 
The communications manager planning the installation of an ACD TELEMAR-ER 
system may find that the information in this section of the practice can help in 
determining the final system configuration. Since thorough planning can ensure 
maximum performance from the ACD system, the following guidelines have been 
developed to help define the customer requirements. 
Incoming Calls 
4.1 As the most critical element of an ACD system is the timely handling of incoming 
calls,...

ACD TELEMARKETER Application Package 
Recorded Announcement Planning 
4.3 Used properly, recorded announcements are a valuable tool in the 
ACD TELEMARKETER system. The following suggestions can help you gain the 
most from the recordings: 
l Supply a company introduction to the caller. “Thank you for calling . . . ..‘I. followed by 
reassurance that the first available agent will answer the call. 
l Consider the advertising potential while the caller is waiting for service. Use the re- 
corded...

Configuring an ACD System 
AGENT GROUP PLANNER 
ACD TELEMARKElER@ 
INSTRUCTIONS 
Use this planner as an aid in distributing the work-load of the agent groups. Complete this form before the Path 
Planner. Once completed, transfer the Agent Group Number to the appropriate group (Primary, lst, 2nd, or 3rd) 
on Line 3 of the Path Planner. 
1. Overflow timer default is 9 minutes (maxfmum 54 minutes). This is the maximum time a call can bs queued oh 
the group before overffowing. Prediction may allow the...

ACD TELEMARKETER Application Package 
Agent Group # 
The top field in each box, labeled Agent Group #, specifies the number of the agent 
group. This information will be used later when assigning primary and overflow agent 
groups to the ACD paths. 
Name 
The Name field specifies the name of the agent group. During CDE, transfer this 
information from the agent group planner sheet to the Name field on the ACD Agent 
Groups form (Form 39). 
Overflow mrne 
The overflow time specifies the maximum length of...

Configuring an ACD System 
Paths Using This Group 
This box allows the system planner to note the paths using this group. Use this as a 
reference when transferring agent group information to the path planner sheets. 
Path Planner 
4.6 
The path planner sheet illustrated in Figure 4-2 is used in conjunction with the agent 
group planner when laying out the routing for incoming ACD calls. The planner 
identifies all major elements that must be addressed while setting up the system. 
Once the path planner...

ACD TELEMARWER Application Package 
ACD TELEMARKETEe 
PATH PLANNER 
Purpose of this Path: 
No No No 
I- 
INSTRUCTIONS: 
1. Complete a Path Planner for each path. 
2. Caller can listen to 
RADs with the option of Music on Hold (MOH) or an alternate music source/recording 
between the PADS. (PAD = Hunt Group Access Code) 
3. Copy the appropriate Agent Group Number from the Agent Group Planner. 
4. The Primary Agent Group must bs programmed. The path has the option of three CWerlIow 
Groups 
ad Interflow...

Configuring an ACD System 
Priority 
The Priority field sets the relative priority for all calls arriving on this path. The priority 
remains with the call for its duration, regardless of the overflow handling programmed 
for the path. Priorities range from 1 through 99, with 1 being highest. 
During CDE, transfer this information from the path planner sheet to the Priorii field 
on the ACD Path form (Form 41). 
Path Number 
The Path Number field identifies the path number in the range 1 through 99. This...

ACD TELEMARKETER Application Package 
During CDE, if an alternate music source has been selected, transfer this information 
from the path planner sheet to the “Recording 1: Music Source Following” field on the 
ACD Path form (Form 41). If MOH has been selected, no CDE action is required as the 
system connects to the default music source. 
Recording 2 through 4 
Use the boxes labeled Recording 2 through 4 to specify the parameters for the 
additional recordings supplied to the caller while waiting for...

Configuring an ACD System 
InterFlow Timeout 
The interflow Timeout field specifies the waiting time for an ACD call before the system 
routes the call to an inter-flow point outside the ACD system. The timer range is 1 second 
to 
54 minutes. 
During CDE, transfer this information from the path planner sheet to the Interflow 
Timeout field on the ACD Path form (Form 41). 
Allow Overflow to Interflow 
The Allow Overflow to Interflow Point Before Timeoutfield specifies whether the system 
can force calls...

ACD TELEMARKETER Application Package 
620 4-10 Revision 0 9109-096-62O-NA Issue 3