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

8 . 
ACD MONITORS 
The ACD Monitors act as a “window” to the ACD system by giving ACD supervisors an 
eventdisplay that is updated after the completion of each ACD activity. This section 
describes the purpose and content of each monitor and defines the monitor fields and 
the keys available in each display. 
Four Types of Monitors 
8.1 The monitors allow access to four areas of the ACD TELEMARKETER system. The 
supervisor may view current information for: 
System Activity 
The System Activity monitor...

ACD 7ELEMARKETER Application Package 
Monitor ACD system 
Paths summary Agent Groups Summary AgentsSummary 
Figure 8-l Monitor Hierarchy 
Accessing Monitors 
I Restrictions 
8.2 The monitors are accessed through a VTlOO-type terminal connected to a dataset. 
The dataset connects each Data Terminal (DIE) to a DNIC circuit on the PABX. The 
DTE connected to the dataset must be an ASCII data device using an RS-232C 
interface. 
As many as four users can access the monitors simultaneously. While most...

ACD Monitors 
1 - VT100 compatible 
2-IBMPC 
select terminal type: 1 
enter password: 10002~ 
3. If the limitation of four simultaneous monitors has been exceeded, the system 
response following the MONITOR ACD request changes to: 
I 
Notes: 1. 
2. 
Ringing 
System Busy, Try Again Later 
The system response is a programmable herald that is selected during the 
programming of the Data Transceiver’s Class of Service. Refer to Practice 
9109-098-21 O-NA, Customer Data Entry, for details. 
The default...

ACD 7ELEMRKETER Application Package 
1 Monitoring System Actiiity 
System Activity Monitor Display 
I 8.3 After selecting MONITOR ACD, the supervisor is presented with the SYSTEM 
ACTIVITY monitor (Figure 8-2). This display contains a summary of the entire ACD 
system showing all current call 
activity and agent activity as well as a summary of 
system performance over the past hour. 
The fields in the System Activity Monitor display are described in Table 8-2. 
I 
1393 234PR-92 SYSTEMACTIVlTY MI’IELACD...

m 
ACD Monitors 
Table 8-l System Actlvity Monltor Softkeys 
Softkey Label Function 
PATHS Prompts the user to specify a path ID. Displays the Path Monitors for the 
selected Path. Refer to paragraph 8.4 for details. 
AGENT GROUPS Prompts user to specify an Agent group number. Displays the Agent Group 
monitors for the selected group. Refer to paragraph 8.5 for details. 
4GENTS AGENTS prompts for an Agent Id number. Displays the Agent Monitors 
showing current agent activii and last hour statistics....

ACD TELEh&WKETER Application Package 
Table 8-2 Terms Used In System Activity Display 
(contlnuecl) 
Term Meanlng 
Agent Actlvlty 
On Acd The number of agents currently on ACD calls. 
Ready The number of agents currently ready. Those agents are not on any type of call 
and are available to receive ACD calls. 
Make Busy The number of logged in agents that are in MAKE BUSY. These agents receive 
no ACD calls. 
DND The number of logged in agents that have DO NOT DISTURB activated. These 
agents receive no...

Ea . I 
ACD Monitors 
Monitoring Paths 
I 
Accessing the Path Summary Display 
8.4 
To access the Path Summary display, the user presses the PATHS softkey at the 
system level. The system responds by asking for a path access code. After the user 
enters a valid path access code, the screen changes to the Path Summary display 
shown in Figure 8-3. 
l3:23 23-APR-93 PATHSUMMARY IvlTIELACD TELEMARKETER 
PAI?H Pm ACCESS 
NUM NAME CODE 
1 TVSALES 666 
2 RECSALES 667 
3 NEWSMAG 668 
4 SERVICE 669 
5 SUB!XXPT...

ACD TELEMARKETER Application Package 
Table 83 Terms Used In Path Summary Display 
I Term I Meaning 
Current Information 
Path Num The path number. Paths are displayed in ascending order by path 
numbers (range = 
1 - 50). 
Path Name 
Access Code 
Num Calls Wtg The name of the path as programmed in CDE. 
The access code of the path 
(1 - 5 digits). 
The number of ACD calls which originated on this path that are 
currently queued against any of the groups programmed in the path. 
r 
Conn To Agts The...

m . I 
ACD Monitors 
Table 8-4 Path Summary Display Softkeys 
Softkey Label 
PROGRAMMING 
Function 
Displays the Path Programmed Data form that shows information 
programmed in CDE for the path currently bracketed by the work-line 
arrows. The Path Programmed Data form is described on page 620 8-l 0. 
STATISTICS Accesses the Path Statistics form that contains a statistical overview of 
activii on the path at the present moment, as well as a summary of 
statistics collected over the past hour. 
ACTIVITY...

ACD TELEMARKE7ER Application Package 
I 
Path Programmed Data Display 
Pressing the PROGRAMMING softkey in the Path Summary window displays the Path 
Programmed Data form (Figure 8-4). This display contains the data entered during 
CDE for the selected path. 
The fields 
in this display are described in Table 84. 
1426 
23+JPR-92 PATE PROGRAMMED DATA MITFiLACD TELEMARKETER 
PRIMARY 
OVERFLOW 
1 
OVE~W 2 
0-w 
3 
INTERFLOW 
: 1 TVSALFS 
: 13 COOKBOOK 
: 4 RECORDS 
: 7 BULLET1 
: 8834 
: yes 
: yes 
:...