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

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ACD Monitors 
Table 8-6 
Terms Used In Path Programmed Data Display 
(continued) 
Term 
I/F Enabld 
O/F to I/F 
I/F Time 
SVC Time 
Meaning 
Yes in thii field indicates interflow is activated. 
Yes in this field indicates the call can flow from the last programmed overflow 
to the Interflow point before the Interflow Timeout occurs. This applies only if 
the flag l/F ENABLD is YES’. 
The time, in minutes and seconds, before the call inter-flows out of the ACD 
system. Applies only if the flag I/F...

ACD 7ELEh4ARKETER Application Package 
I 
Table 8-6 Path Programmed Data Softkeys 
(continued) 
Softkey Label Function 
NEXT This softkey is present if paths exist that have higher access codes than the 
path being displayed. Pressing this key displays the programmed data for the 
next higher ACD Path. 
RETURN The RETURN key (either hard-key or softkey) returns the user to the PATH 
SUMMARY form. See paragraph 8.4 for details of the Path Summary form. 
Page 2 of 2 
Path Statistics Display 
Pressing the...

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ACD Monitors 
Table 8-7 Terms Used in Path Statistics Display 
Term 
Group Num 
Group Name 
Num Agt/Rec 
Num Calls Wtg 
Conn Agt/Rec Meanlng 
Programmed lnformatlon And Current Summary 
The agent group number or recording group number, as assigned during 
CDE. 
The name of the agent group or recording group, as assigned during CDE. 
The number of logged in agents in the group. If a recording group, the 
number of RAD ports assigned to the group. 
The number of calls from this path waiting for the...

ACD 77XEhMRKETER Application Package 
Table 8-8 describes the softkeys that are presented with the Path Statistics Display. 
Table 8-8 Path StatlstScs Display Softkeys 
Softkey Label Function 
CANCEL Returns the user to the System level. Details of the System level are in 
paragraph 8.3. 
PRINT Prints the Path Statistics at the printer used for the ACD Summary Reports 
directed printout. 
PREVIOUS This softkey is present if paths exist that have lower access codes than the 
path being displayed. Pressing...

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ACD Monitors 
1426 23-APR-89 PATHACTIVlTY MITEL ACD TELEMARKETER 
PRIMARY ArvsALE o/F1 
COOKBOOK o/F2 RECORDS O/F3 BULLET1 
Caller No. Wtg Caller No. Wtg Agent Ready 
T 101 6 mo3 2614 
6 01:05 
T 21 4 O&24 
T82 3 Ooz49 
MCGmM. 1217 2614 1 01:08 FAGAN J.L. 1621 
DOYLEND C. 1458 
THOMPSON B. 1439 
CBENG J. 0231 
LAVALLEE P. 0228 
FARROW MOE 0201 
CHANG BILL 01:s 
REBDER M. 01:31 
WEATHERSPOON 01:04 
PATB[ 1 666 lvsALdE!s 
L- 
2- 
3- 4- 5- CANCEL 
5- 7- 
8- PREVIOUS 9- NEXT O-RETURN 
Figure 8-6 Path...

ACD TELEAMWETER Application Package 
Table S9 Terms Used In The Path Actlvlty Display 
Term Meaning 
Caller The trunk number or extension access code of the caller waiting for the 
agent group. 
No. The queue position of the.caller waking for this group. The numbers are 
ordered but may not be sequential if there are callers waiting for this group 
who originated on another path. These other callers hold a queue position 
for this group but are shown on the activii display for their path. 
wtg The time,...

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ACD Monitors 
Monitoring Groups 
Ovenriew 
8.5 Four forms provide information about the agent groups programmed in the ACD 
system and are described as follows: 
Group Summary form displays important information about each agent group. 
Group Programmed 
Data form displays the data programmed in CDEfor each agent 
group. 
Group Statistics form provides statistics gathered on the agent group over the past 
hour and since the beginning of the shift. 
Group Activity form shows current 
caller and...

ACD TELEMARKETER Application Package 
r lo:04 23-APR-89 GROUP SUMMARY MlTELACD- 
Figure 8-7 Agent Group Summary Form 
Table S-11 Terms Used In Group Summary Display 
Term 
Gtp Num 
Group Name Meaning 
The agent group’s number. 
The agent group’s name as programmed in CDE. 
Current State 
AGENTS LOGGED ON 
NUM CALLS WTG 
ON ACD CALLS 
OFFERED 
ANSWERED 
OVERFLOWED The number of agents in thii group currently logged on. 
The number of ACD calls queued up, from all paths, for agents in 
this group. 
The...

ACD Monitors 
Agent Group Monitor Softkeys 
Softkeys which appear in the Agent Group Monitor window allow the supervisor to 
access detailed information on CDE programmed data, statistics gathered on the agent 
group over the past hour, and current group activity. The softkeys for the Agent Group 
monitor are described in Table 8-12. The displays that result from pressing the 
PROGRAMMING, STATISTICS 
and ACTlVlTYsoftkeys are discussed in greater detail 
in the following paragraphs. 
Table 8-12 Group...

ACD TELEMARKETER Application Package 
Group Programmed Data Display 
Pressing the PROGRAMMING softkey in the Agent Group Monitor window displays the 
Group Programmed 
Data form (Figure S-8). This form displays the data programmed 
during CDE for the agent group. 
Table 8-13 describes the softkeys presented with the Group Programmed Data 
Display. Table 8-l 4 describes the fields in the display. 
lo:04 23-APR-69 GROUP PROGRAMMED DATA MlTELACD-TER 1 
SUPER NAME: ADAMSON T. THRESHOLD 1 : 00:45 
SUPEXID :...