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

							Programming 
Table 9-5 COS Options Fields 
Field Meanlng 
Recording Failure To Hangup The values 1 - 255 are valid. Default is 30 seconds. Set this timer 
Timer (COS Number 404) to a value greater than the cleardown time of the recording groups 
whose members have this COS. Assigning this COS timer to a 
recording group ensures that, in the case of the system hanging up 
on a BAD, that the BAD eventually goes on-hook in the specified 
time. If it does not, the BAD is taken out of service. 
SUPERSET- Auto Answer 
(COS Number 690) Set to ENABLED if the agent set is to be placed in Auto Answer 
mode immediately upon login. Set to DISABLED if agent is not 
using Auto Answer or if the agent is to manually place set in Auto 
Answer mode after login. 
Default is DISABLED. 
SUPERSET- Headset 
Operation (COS Number 
612) Set to ENABLED if the agent’s SUPERSUtelephone is to be used 
with a headset rather than a handset. Set to DISABLED if the 
telephone is to be used only with a handset. 
Default is DISABLED. 
ACD -Template (Agent, Enter the template number of the appropriate ACD Keys Template 
Supervisor, and Senior Form. Three template configurations are available for each ACD 
Supervisor) position. By default they are disabled, but appear in the enabled 
(COS Numbers 650 through list. All three COS options are mutually exclusive. For example, if 
652) an agent is selected, the supervisor or senior supervisor templates 
cannot be selected from the same COS. 
ACD - Agent Always 
Auttinswer 
(COS Number 653) When enabled in the agent COS, this option causes Auto-Answer 
to be activated as soon as the agent logs on. Defautt is DISABLED. 
Loop Start Trunk to ACD When enabled, this option allows a loop start trunk to connect to an 
Path Connect (COS Number ACD path. 
812) 
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 areused in the log on procedure and may also be used as 
an access code to call the user. 
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							ACD TELEMARKETER Application Package 
140 PM 11-JUN-90 alann status q MAJOR 
ACD SENIOR SUPERVISOR ID CODES N&ME COS 
301 
J. NANTILL 21 
302 
E. LEGAULT 21 
303 
D. FELSBG 21 
0 303 
D. FELSBG 21 
l-FIND GROUP 2-FIND SUPER 
3-ADD 4-TOP S-BOTTOM 
j-QUIT 7- 
R-DELETE g-EXPAND 0- 
Figure 9-6 ACD Supervisor Form (CDE Form 40) 
The ACD Supervisor form contains three programmable fields which must be defined 
by the customer. Table Q-6 defines each field. 
Table 9-6 ACD Supervlsor Form Fields 
I Field I Meaning 
ID Code 
Name 
A programmable field used to record senior supervisor identification numbers. 
Their IDS are used when logging on and as an access code to call the user. 
The IDS are 15 digit entries, and must not conflict with other access codes 
already assigned in the system. The form is sorted numerically by ID. 
An optional programmable field used to record the supervisor’s name. This 
name appears on any SUPERSET or SUPERsET telephone the user 
logs onto. The same conditions apply to supervisor names as to set names. 
I 
cos A 2-digit field specifying the Class Of Service number of thii senior supervisor. 
The range is 1 to 50. 
Pressing the EXPAND softkey displays the subform shown in Figure g-7. This form 
lists ail groups reporting to the supervisor. 
ACD Supervisor Subform 
9.8 This subform is sorted by SUPER ID. If the entry has no supenrisor 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. 
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							Programming 
i61 PM Il.-JUN-99 
GRPS OF E. LEGAULT 382 
12 
19 
2 
1 SUPER ID 
187 
la8 
109 
NO SUPER 
alarm status = MAJOR 
SUPER NAME cos 
H. FERGSON 21 
C. BRAZE&U 
C.J.CHAT I: 
Iit2 1477 H. FERGSON 21 
I-FIND GROUP 2-FIND SUPER 3-ADD 4-TOP !i-BOl-rDM 
I-QUIT ?- G-DELETE 9-NO SUPER B- 
Figure 9-7 ACD Supewisor Subfotm (CDE Subform 40) 
Table g-7 defines the fields of the ACD Supervisor Subfotm. 
Table *7 ACD Supenrisor Subform Fields 
Field 
Heading Meanlng 
A system generated field listing the senior supervisor’s name and ID. The 
name defaults to ‘SENIOR’ if no name was programmed in the ACD 
Supervisor Form. 
GRPS OF A programmable field used to define groups reporting to the senior supervisor. 
If the selected group reports directly to the senior supervisor, pressing the 
ENTER key causes the display NO SUPER to appear in the SUPER ID field. 
The remaining two fields are blank. 
SUPER ID A programmable field used to assign a supervisor to the agent group 
. 
SUPER NAME An optional field of up to 10 characters. The entry cannot begin with * . The 
same condiions apply to supervisor names as to set names. 
cos A 24igit field that specifies the Class of Service number of this supervisor. 
The range is 1 to 50. 
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							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 
specify 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 Q-8 contains the ACD Path form. Table Q-8 describes the fields on 
the ACD 
Path form. 
3:82 F’M ll-JUN-98 alarm status = MAJOR 
[ ACD PATH: 1 
1 OPTIONS 
Access Code For This ACD Path 
Primary LED Agent Group 
Delay For Ringback (MM:SS) 
Recording 1 
: Start Time (W:SS) 
Access Code 
Music Source Following 
Recording 2 
: Start Time (lW:SS> 
Access Code 
Music Source Fol Iming 
Recording 3 
: Start Time Ct#:SS> 
Access Code 
Music Source Following ST&TUS 
Access Code For This AGD Path 
l- 2- 3- 
j-QUIT 7-ACD PATH 8- 0 
4- 5- 
S- 
@- 
Figure g-8 ACD Path Form (CDE Form 41) 
Table 9-8 ACD Path Form Fields 
Field 
I Meaning 
ACD Path Header field identifying the ACD path by name and number. 
ACD Path Number Programmable field containing a one or two digit number in the range cf 1 
to 99. 
ACD Pattr 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 *. 
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							Programming 
Table 9-8 ACD Path Form Fields 
(continued) 
Field 
Meanlng 
kxss 
Code for this 
Programmable field containing the access code for the path. This code can 
9CD Path be used as a destination in the Non-Dial-In Trunks form (CDE Form 14) 
and the Call Rerouting Table (CDE Form 19), as an Automated Attendant 
defined destination in the Hunt Groups form (CDE Form 17), as an inter-Row 
point in another path definition, and as a call forwarding point for a 
SUPERSETtelephone or station. This allows the ACD system to tie in to 
existing routing schemes such as the DID trunk routing points. The 
connection checking between a device and ACD paths only prevents 
access to ACD paths. No device or tenant interconnection checking is 
performed between the caller and any recording, music or agent devices 
after the caller has entered a path. 
Primary ACD Agent A programmable 
field containing a one or two digit number in the range of 
Group 1 to 50. This entry indicates which group first receives the 
ACD calls on this 
path. The agent group must be assigned in the ACD Agent Groups Form 
before it can be entered in this field. 
Delay For Ringback A programmable field specifying a timer value in the range of 0O:Ol to 
WOO. The defautt value is 3 seconds (00:03). All other timers connected 
with the ACD functions start after the Delay for Ringback timer has expired. 
Recording 1: Start 
Time A programmable field specifying when Recording 1 begins relative to when 
the caller enters the ACD system. This timer is initiated after the Delay For 
Ringback timer has expired. The range of the Recording 1 Start Time is 
0o:OO to 64:oo. 
A 3-second minimum delay exists between recordings. During this time the 
caller listens to the system or alternate music source. 
Recording 1: Access 
This programmable field is mandatory if a Recording Start Time has been 
We specified.The access code entered in this field is defined in the Hunt 
Groups CDE form. The default value is no recordings. 
Recording 1: Music A programmable field that directs the call to the ONS port supplying music 
Source Following 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 
line appearances. 
The music source is a permanently off-hook ONS port that connects the 
caller in a listen-only conference. An alternate music source must be either 
an FCC Part 68 and DOC approved Recorded Announcement Device which 
is connected to an ONS circuit, or to another source that is connected 
through an FCC Part 68 and DOC approved “voice coupler” or “voice 
connecting arrangement” to an ONS circuit. 
Recording 2 through 
The recording fields must be edited in sequence. For example, Recording 3 
4 Start Time cannot be edited unless Recording 1 and Recording 2 are both 
assigned. 
Overflow 1 Agent 
Group A programmable field specifying the ID of the agent group that receives 
overflow calls. ACD calls that overflow to this group also retain their position 
for the Primary Agent Group. The default value for this field is no overflow. 
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							ACD TELEMARKETER Application Package 
Table 9-8 ACD Path Form Fields 
(continued) 
Field 
3verflow 2 
Agent 
3roup 
Meaning 
A programmable field specifying the ID of the second agent group that 
receives overflow calls. Callers waiting for this group remain in the queue 
for the primary and first overflow groups. 
An Overflow 1 agent group must be assigned before the Overflow 2 field 
can be accessed. The default value is no overflow. 
&&low 3 Agent 
Group A programmable field specifying the ID of the third agent group that 
receives overflow calls. Callers waiting for this group remain in the queue 
for the primary, first and second overflow groups. The default value is NO. 
Overflow 1 and 2 agent groups must be assigned before the Overflow 3 
field can be accessed. The default value is no overflow. 
Interflow Enabled Entering YES in this field allows the waiting ACD call to exit ACD and call a 
specified number. lf this field is enabled the call interflows to the Interflow 
Point Access Code. Default for the Interflow Enabled field is NO. 
Interflow Timeout Programmable field specifying when the waiting ACD call should leave the 
ACD system and be routed to the interflow point. The timer range is 0O:Ol 
to WOO. The defaut value of this field is the maximum time of 54 minutes. 
Programming a value in thii field ensures that unanswered calls do not 
remain in the system after the caller disconnects. This can 
occur with loop 
start trunks if the CC fails to send a disconnect to the PABX. 
This timer also ensures that all calls are handled within a maximum time 
interval. Call handling may involve routing the caller elsewhere or dropping 
the call. 
Interflow Point 
lccess Code Programmable field containing the directory number of the interflow device. 
Valid interflow 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. 
4110~ Overflow to 
nterflow Point 
aefore Timeout Entering YES in this field allows an overflow to the inter-flow point before the 
Interflow Timeout. 
=li0liQ A programmable field used to set the priority of the ACD Path. Priority 
range is 1 to 99 (1 is highest priority). The field default is 99. 
Calls waiting for an Agent Group are serviced according to the path priority. 
Expensive trunks should be routed to a path with a high priority. 
Service Time A programmable field used to establish a standard time to answer that the 
supervisor can use to monitor the performance of agents answering calls on 
the path. 
The service time is programmable in the range 0O:OO to 54:O0. 
The path level of service is calculated by comparing the actual time to 
answer against the programmed service level. 
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							Programming 
ACD Path Programming 
For a path to function, the primary agent group and the path access code must be 
programmed. Few restrictions exist on path programming. An agent group, for 
example, could be the primary group of three paths and the first overflow group of two 
other paths. The same applies to recording groups and the alternate music sources. 
The result is that a path can be custom tailored to the call being handled. 
Each path is given a priority ranging from 1 to 99 (1 being the highest priority). ACD calls 
entering a high priority path are serviced before calls that entered a path with a lower 
priority. This feature improves cost efficiency by routing to higher priority paths those 
trunks that incur additional expenses, such as long distance calls or WATS. 
All devices have unrestricted access to 
ACD paths except Loop Start CO trunks and 
Loop Start DISA trunks (ii located on a CO Trunk card). Loop start trunks can be 
prevented from entering ACD through the use of the”Loop Start Trunk to ACD Path 
Connect” option (COS Option 812). By default this option is disabled, so by default loop 
start trunks may not enter ACD. 
ACD Recording Hunt Groups 
9.10 
Recorded announcements are given to ACD callers while waiting for an idle agent. 
ACD callers entering the PABX on a path hear ringback until the ‘Delay for Ringback 
timer specified in the Path form has expired. At this point, the system attempts to 
provide an agent. If all agents are busy and the caller must wait, the call is routed to 
a recording. 
The recordings are provided by hunt groups of regular ONS ports. When a RAD 
answers, the system collects all callers waiting for the PAD and creates a listen-only 
conference. Callers select an idle PAD based on the hunting type of the group. When 
all of the recordings in a group are busy, the caller camps on to the recording group and 
waits for a free recording. All calls which are waiting are brought into a listen-only 
conference with the first available recording. 
At the end of the recorded message, the callers are routed to the music source defined 
in the Path 
form. If no alternate music source is defined, the caller is given system music 
or silence. 
The ONS ports cannot have keyline or multiill line appearances. After changing the 
Hunt Groups form to a Recording Hunt Group, the Hunt Groups form changes to that 
shown in Figure 9-9. Fields described below but not shown in Figure 9-9 are accessed 
through the OPTIONS softkey. Table 9-9 describes the 
fields on the Hunt Groups form. 
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							ACD TELEMARKETER Application Package 
:64 3E-NW-89 alarm status = MAJOR 
[GRP l:_ ][TERM] [STN/SET ] EXT NLk.i 
IlEl 
1164 
1165 
1186 
l-GROUP 
TYPE I2-CIRCULAR I3-INSERT /4-OPTIONS 1 S-HUNT GROUP  BAY 
SLT CCT 
61 
64 
05 
86 c b 
P 
I 
-m 
COhMENTS 
lanager 
accounts 
recounts 
Lecretary 
B-QUIT I7-ACCESS CODE Is-DELETE /9-EXT NLM IE- 
Figure 9-9 Hunt Groups Form (CDE Form 17) 
Table 9-9 Hunt Groups Form Fields 
TERMINAL: Hunting ahnrays starts at the first extension programmed in 
the hunt group and terminates at the first idle extension. 
in this field 
on the form. 
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							Programming 
Table g-g Hunt Groups Form Fields 
(continued) 
Field 
BAY/SLOT/CIRCUIT Meaning 
System generated field that is displayed after entering the extension 
number of the ONS port. 
MESSAGE LENGTH Programmable field defining the length of the recorded announcement. 
The range is 1 second to 4 minutes. Default entry is 10 seconds. 
This timer value determines whether the PABX or the PAD ends the 
recording. If the PAD is to hang up, set the Message Length at least 3 
seconds longer than the actual recording length. This allows for timing 
and message delays, In addition, the flash hook time programmed into 
the PABX affects how soon the PASX sees the PAD going on hook after 
the PAD hangs up. 
NAME Programmable field that identifies the hunt group by name. This field 
cannot be accessed before the Hunt Group Access code has been 
assigned. 
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							ACD 7ELEMARKiFERApplication Package 
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