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

							ACD TELEMARKETER Application Package 
Name 
............................................................ ..4- 4 
Overflow Time ....................................................... 4-4 
1stThreshold 
...................................................... ..4- 4 
2ndThreshold.. 
.................................................... ..4- 4 
AfterWork...........................................................4- 4 
Paths Using This Group ................................................ 4-5 
PathPlanner 
......................................................... ..4- 5 
Purpose of This Path .................................................. 4-5 
Name 
............................................................ ..4- 5 
Path Access Code .................................................... 4-5 
Priority 
............................................................ .4-7 
PathNumber 
...................................................... ..4- 7 
Delay to Answer ...................................................... 4-7 
Recording1 ......................................................... 4-7 
MOH orExt# 
...................................................... ..4- 8 
Recording2through4 
............................................... ..4- 8 
QueuedCalls 
...................................................... ..4- 8 
Primary AgentGroup 
................................................ ..4- 8 
Overflow Group Exists ................................................. 4-8 
Inter-flow 
.......................................................... ..4- 8 
Inter-flow Point ........................................................ 4-8 
Interflow Timeout ..................................................... 4-9 
Allow Overflow to Inter-flow .............................................. 4-9 
5. ACD Agent Sets. ..................................................... 5-1 
ACD Agent Login/Logout .................................................. 5-1 
Login...............................................................5- 1 
LoginConditions......................................................5- 1 
Logout .............................................................. 5-2 
LogoutConditions.....................................................5- 2 
ACDAgent Functions 
.................................................. ..5- 2 
Make Busy Key ......................................................... 5-3 
Purpose ............................................................ 5-3 
Operation 
......................................................... ..5- 3 
Make Busy LCD Indicators .............................................. 5-3 
Make Busy Key ......................................................... 5-3 
QueueStatusKey ....................................................... 5-4 
Purpose 
........................................................... .5-4 
Operation 
......................................................... ..5- 4 
Queue Status LCD Indicators ............................................ 5-5 
HELPSoftkey 
........................................................ ..5- 6 
Purpose 
.......................................................... ..5- 6 
Operation 
......................................................... ..5- 6 
AfterWorkTimer 
...................................................... ..5- 7 
Purpose 
.......................................................... ..5- 7 
Operation 
......................................................... ..5- 7 
Auto Answer ........................................................... 5-7 
6. ACD Supervisor and Senior Supervisor Sets. ........................ 6-l 
ACD Supervisor and Senior Supervisor Login/Logout ........................... 6-l 
Login.. 
........................................................... ..6- 1 
Login Conditions ...................................................... 6-1 
Logout .............................................................. 6-2 
ACD Supervisor Functions ................................................ 
6-2 
ACD Senior Supervisor Functions ........................................... 6-2 
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							Table of Contents 
Supervisor Set With One Agent Group: Overview .............................. 6-3 
Queue Status Key: Supervisor Set With One Agent Group ....................... 6-3 
Purpose ............................................................ 6-3 
Operation ........................................................... 6-3 
Queue Status LCD Indicators. ........................................... 6-5 
Agent Status Key: Supervisor Set With One Agent Group ........................ 6-6 
Purpose .......................................................... ..6- 6 
Operation ........................................................... 6-6 
Agent Status LCD Indicators ............................................ 6-8 
Shift Key: Supervisor Set With One Agent Group .............................. 6-9 
Purpose ............................................................ 6-9 
Operation ........................................................... 6-9 
Senior Supervisors and Supervisors With More than One Agent Group: 
Overview .............................................................. 6-10 
Queue Status Key: Senior Supervisors and Supervisors With More than One Agent Group 6-10 
Purpose ............................................................ 6-10 
Operation ......................................................... ..6-10 
READ or AGENT Softkey ............................................... 6-l 1 
Shift Key: Senior Supervisors and Supervisors With More than One Agent Group ..... 6-l 1 
Purpose ............................................................ 6-11 
Operation ........................................................... 6-11 
Call Monitoring .......................................................... 6-12 
Purpose ............................................................ 6-12 
Restrictions..........................................................6-1 2 
Programming ...................................................... ..6-12 
Operation ......................................................... ..6-12 
Help Call Feature ........................................................ 6-13 
Operation ........................................................... 6-13 
7. Reports .............................................................. 7-1 
Agent Shift Summary Record .............................................. 7-l 
Path Summary Report .................................................... 7-3 
Group Summary Report .................................................. 7-4 
Printing Reports.. ....................................................... 7-5 
ReportCommands ...................................................... 7-6 
Accessing Reports .................................................... 7-6 
SETCommand.. ..................................................... 7-7 
SHOW Command.. ................................................... 7-8 
QUITCommand ...................................................... 7-8 
8. ACDMonitors........................................................8- 1 
Four Types of Monitors ................................................... 8-l 
System Activity ....................................................... 8-l 
Paths .............................................................. 8-l 
Agent Groups ........................................................ 8-l 
Agents ............................................................. 8-l 
Hierarchy of Monitor Displays .............................................. 8-l 
Accessing Monitors ...................................................... 8-2 
Restrictions .......................................................... 8-2 
Entering Monitor Mode ................................................. 8-2 
Monitoring System Activity ................................................ 8-4 
System Activity Monitor Display .......................................... 8-4 
System Activity Monitor Softkeys ......................................... 8-4 
Monitoring Paths ........................................................ 8-7 
Accessing the Path Summary Display ..................................... 8-7 
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							ACD TELEMARKETER Application Package 
Path Summary Display ................................................. 8-7 
Path Summary Softkeys ................................................ 8-8 
Path Programmed Data Display .......................................... 8-10 
Path Statistics Display ................................................. 8-12 
Path Activity Display ................................................... 8-14 
MonitoringGroups.. ................................................... ..8-17 
Overview............................................................8-1 7 
Accessing the Agent Group Summary Form ................................ 8-17 
Agent Group Monitor Softkeys ........................................... 8-19 
Group Programmed Data Display ........................................ 8-20 
Group Statistics Display ................................................ 8-21 
Group Activity Display ................................................. 8-23 
Monitoring Agents ....................................................... 8-25 
Overview.. .......................................................... 8-25 
Accessing the Agent Summary Form ...................................... 8-25 
Agent Programmed Data Form .......................................... 8-27 
Agent Statistics Form .................................................. 8-29 
Agent Activity Form ................................................... 8-31 
9. Programming........................................................g- 1 
General 
............................................................. ..9- 1 
SystemOptionsForm .................................................. ..9- 1 
ACDAgentGroupsForm .................................................. 9-2 
Agent Groups Subform ................................................... 9-4 
Afterwork Timer ...................................................... 9-5 
Overflow Timer ....................................................... 9-5 
Threshold Timers ..................................................... 9-5 
ACD Keys Template Form ................................................. 9-6 
Assigning ACD Keys .................................................. 9-6 
ACD Key Configurations. ............................................... 9-6 
Assigning Non-ACD Keys. .............................................. 9-6 
ACD Keys Template Display ............................................ 9-6 
COS Define ............................................................ 9-8 
ACDSupervisors ...................................................... ..9-10 
ACD Supervisor Subform ................................................. 9-l 1 
ACDPaths.. ......................................................... ..9-12 
ACD Path Programming ................................................ 9-12 
CallRouting.. ........................................................ ..9-16 
Field Descriptions ..................................................... 9-l 6 
Softkeys .......................................................... ..9-17 
ACD Recording Hunt Groups .............................................. 9-17 
AppendixA..............................................................~-l 
ACD Messages 
Appendix B 
. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . B-l 
Planner Sheets 
INDEX 
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							Table of Contents 
Figure 3-l 
Figure 3-2 
Figure 3-3 
Figure 3-4 
Figure 3-5 
Figure 3-6 
Figure 4-l 
Figure 4-2 
Figure 5-l 
Figure 5-2 
Figure 5-3 
Figure 6-l 
Figure 6-2 
Figure 6-3 
Figure 6-4 
Figure 6-5 
Figure 6-6 
Figure 6-7 
Figure 7-1 
Figure 7-2 
Figure 7-3 
Figure 7-4 
Figure 7-5 
Figure 7-6 
Figure 7-7 
Figure 8-l 
Figure 8-2 
Figure 8-3 
Figure 8-4 
Figure 8-5 
Figure 8-6 
Figure 8-7 
Figure 8-8 
Figure 8-9 
Figure 8-l 0 
Figure 8-11 
Figure 8-l 2 
Figure 8-l 3 
Figure 8-l 4 
Figure 9-l 
Figure 9-2 
Figure 9-3 
Figure 9-4 
Figure 9-5 
Figure 9-6 
Figure 9-7 
Figure 9-8 
Figure 9-9 
Figure 9-l 0 
List of Figures 
ACD Call Progress - All Agents Busy ............................... 3-5 
Overflow/lnterflow .............................................. 3-7 
SUPERSET d Telephone ....................................... 3-9 
SUPERSET 41 OTMTelephone ..................................... 3-9 
SUPERSET 420TM Telephone ..................................... 3-10 
Hierarchy of ACD Positions ....................................... 3-l 1 
AgentGroup Planner ............................................ 4-3 
Path Planner .................................................. 4-6 
Make Busy LCD Indicator ........................................ 5-3 
Sample Queue Status Display: 
SUPERSET 4 ........................ 5-4 
Queue Status LCD Status Indicators ............................... 5-5 
Queue Status Display: 
SUPERSET 420 ............................ 6-3 
LCD Queue Status Indicators ..................................... 6-5 
Agent Status Display: 
SUPERSET 4 ............................... 6-6 
LCD Agent Status Indicators ...................................... 6-8 
Using the Shift Key to Check Agent Status ........................... 6-9 
Queue Status Display: 
SUPERSET 4 .............................. 6-l 0 
Shift Key Operation ............................................. 6-l 2 
Agent Shift Record - Example 1 ................................... 7-l 
Agent Shift Records - Example 2 .................................. 7-2 
Sample Path Summary Report .................................... 7-3 
Sample Group Summary Report ................................... 7-4 
Accessing Reports: Softkey Labels ................................. 7-6 
Softkey Labels, SET Softkey Subform .............................. 7-7 
Softkey Labels for SHOW Softkey Subform .......................... 7-8 
Monitor Hierarchy .............................................. 8-2 
System Activity Monitor Display ................................... 8-4 
Path Summary Display .......................................... 8-7 
Path Programmed Data Display ................................... 8-10 
Path Statistics Display ............................................ 8-12 
Path Activity Display ............................................ 8-15 
Agent Group Summary Form ..................................... 8-18 
Group Programmed Data Display .................................. 8-20 
Group Statistics Display ......................................... 8-21 
Group Activity Display ........................................... 8-23 
Agent Summary Form Display .................................... 8-26 
Agent Programmed Data Display .................................. 8-28 
Agent Statistics Display .......................................... 8-29 
Agent Activity Display ........................................... 8-31 
System Options Form (CDE Form 04) .............................. 9-l 
ACD Agent Groups Form (CDE Form 39) ............................ 9-3 
ACD Agent Groups Subform (CDE Subform 39 ....................... 9-4 
Agent Keys Template (CDE Form 38) .............................. 9-7 
COS Define Form (CDE Form 03) ................................. 9-8 
ACD Supervisor Form (CDE Form 40) .............................. 9-10 
ACD Supervisor Subform (CDE Subform 40) ......................... 9-l 1 
ACD Path Form (CDE Form 41) ................................... 9-12 
Form19Layout ................................................ 9-16 
Hunt Groups Form (CDE Form 17) ................................. 9-18 
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							ACD TELEMARKETER Application Package 
Table 6-l Supervisor and Senior Supervisor Reports - Queue Status .............. 6-4 
Table 6-2 Senior Supervisor and Supervisor Reports - Agent Status ............... 6-7 
Table 7-l Agent Shift Summary Record Fields ................................ 7-2 
Table 7-2 Path Summary Report Fields ..................................... 7-3 
Table 7-3 Group Summary Report Fields .................................... 7-5 
Table 7-4 SET Softkey Subform Functions ................................... 7-7 
Table 7-5 SHOW Softkey Subform Functions ................................. 7-8 
Table 8-l System Activity Monitor Softkeys .................................. 8-5 
Table 8-2 Terms Used In System Activity Display .............................. 8-5 
Table 8-3 Terms Used In Path Summary Display .............................. 8-8 
Table 8-4 Path Summary Display Softkeys ................................... 8-8 
Table 8-5 Terms Used In Path Programmed Data Display ....................... 8-l 1 
Table 8-6 Path Programmed Data Softkeys .................................. 8-12 
Table 8-7 Terms Used In Path Statistics Display .............................. 8-13 
Table 8-8 Path Statistics Display Softkeys ................................... 8-14 
Table 8-9 Terms Used In The Path Activity Display ............................ 8-16 
Table 8-l 0 Path Activity Display Softkeys ..................................... 8-l 6 
Table 8-l 1 Terms Used In Group Summary Display ............................. 8-18 
Table 8-12 Group Summary Form Softkey Labels .............................. 8-l 9 
Table 8-l 3 Group Programmed Data Softkey Labels ............................ 8-20 
Table 8-14 Terms Used In Group Programmed Data Display. ..................... 8-21 
Table 8-l 5 Group Statistics Display Softkey Labels ............................. 8-22 
Table 8-l 6 Terms Used In Group Statistics Display ............................. 8-22 
Table 8-l 7 Group Activity Softkey Labels ..................................... 8-23 
Table 8-l 8 Terms Used In Group Activity Display ............................... 8-24 
Table 8-l 9 Agent Summary Form Softkey Labels ............................... 8-26 
Table 8-20 Terms Used In Agent Summary Display ............................. 8-27 
Table 8-21 Agent Programmed Data Softkey Labels ............................ 8-28 
Table 8-22 Terms Used In Agent Programmed Data Display ...................... 8-29 
Table 8-23 Agent Statistics Form Softkey Labels ............................... 8-30 
Table 8-24 Terms Used In Agent Statistics Display ............................. 8-30 
Table 8-25 Agent Activity Form Softkey Labels ................................. 8-31 
Table 8-26 Terms Used In Agent Activity Display ............................... 8-32 
Table 9-l System Option Form Fields ....................................... 9-2 
Table 9-2 ACD Agent Group Fields ......................................... 9-3 
Table 9-3 ACD Agent Groups Subform Fields ................................ 9-4 
Table 9-4 ACD Keys Template Fields ....................................... 9-7 
Table 9-5 COS Options Fields ............................................. 9-9 
Table 9-6 ACD Supervisor Form Fields ...................................... 9-10 
Table 9-7 ACD Supervisor Subform Fields ................................... 9-l 1 
Table 9-8 ACD Path Form Fields ........................................... 9-13 
Table 9-9 Call Rerouting Options .......................................... 9-16 
Table 9-10 Hunt Groups Form Fields ........................................ 9-18 
Table A-l Programming Error Messages ............................... A-l 
List of Tables 
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							3 ACD TELEMARKETER 
Feature 
ACD TELEMARKETER Overview 
3.1 The ACD TELEMARKETER Application Package is an advanced Automatic Call Dis- 
tribution (ACD) system that is fully integrated with the MITEL SX-200 
DlGlTAL and 
SX-200 LIGHT PABX, and designed with the power and performance needed to en- 
sure satisfaction in the most demanding telemarketing environments. 
This section provides information on the following components of the 
ACD TELEMARKETER system: 
l ACD Path. This innovative call routing design guides incoming calls through the 
system. The ACD path defines all information required for each type of call, in- 
cluding how the system will handle queued callers. Refer to paragraph 3.2. 
l ACD Call Flow. Paragraph 3.3describes the handling of a typical ACD call arriving 
at the system. 
l ACD Sets. SUPERSET 4 and SUPERSET 420 telephones may be used in the 
senior supervisor, supervisor or agent positions with the 
ACD TELEMARKETER 
feature package. SUPERSET telephones may be used in the agent position 
only. Refer to paragraph 3.4 for details. 
l ACD Positions. The ACD TELEMARKETER feature package structures the 
personnel handling ACD calls into a hierarchy of ACD positions. The ACD package 
supports three types of positions: senior supervisors, supervisors, and agents. 
Refer to paragraph 3.5 for further information. 
. ACD 
TELEMARKETER Reporting System. The ACD TELEMARKETER Report- 
ing System is a PC-based software package for collecting ACD data generated 
by the SX-200 DIGITAL or SX-200 LIGHT PABX. This reporting system produces 
a series of daily, weekly and monthly historical reports. Refer to paragraph 3.6 for 
details. 
l Recorded Announcements. The ACD TELEMARKETER feature uses recorded 
announcements to tell callers about the progress of their call while waiting in the 
queue for the first available agent. Paragraph 3.7 describes recorded announce- 
ment devices (RADs) and recording groups. 
ACD Path 
3.2 The ACD TELEMARKETER feature is built around the “ACD Path”, a call routing 
mechanism which provides all information required for handling an ACD call. Use of 
the ACD Path gives users unmatched flexibility during initial programming and when 
adding new features. 
99 ACD paths may be programmed to allow customized routing for a wide variety of 
incoming calls. Each path is assigned a priority and is given a unique access code and 
descriptive path name (optional). This information determines how the system handles 
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							ACD TELEMARKETER Application Package 
3-2 queued 
callers, system resources to be used, when the call will be answered and who 
will answer the call. 
Upon entering the ACD system, a call is allocated a path, and assigned the parameters 
of that path. These parameters remain with the call for its duration. 
Path Access Code 
Incoming trunks carrying ACD calls are routed to a path access code. This code points 
the trunk to the ACD agent groups and recorded announcements appropriate for the 
type of call. 
Path Priority 
Each path is assigned a priority level in the range 1 to 99, with 1 being the highest 
priority. Calls arriving on high priority paths move directly to the front of the call queues 
for servicing before those calls which entered on a lower priority path. 
Path priority can be an effective tool for reducing communications costs and improving 
customer service. For example, call queue time can be reduced by directing expensive 
incoming trunks, such as long distance collect or INWATS, to a high priority path. 
Customers can be assured of prompt service if their calls are routed through a high 
priority path. 
Path Access 
All devices have unrestricted access to ACD Paths except loop start CO and loop start 
DISA (Direct Inward System Access) trunks. The Class of Service (COS) Option “Loop 
start trunk to ACD path connect” (COS Option 812) controls ACD access for loop start 
trunks. By default this option is disabled, blocking loop start trunks from entering ACD. 
Path Rerouting 
The ACD path access code can be placed in the call rerouting table to link existing 
routing schemes (such as DID trunk routing points) to the ACD system. Rerouting to 
ACD paths is set up as follows: 
l For dial-in trunks, the system uses the current routing for incoming calls, as defined 
in CDE Form 19, to send calls to an ACD path. 
. For non-dial-in trunks, one or all of the Day/Nightl/Night2 answering points is 
programmed as an ACD path. 
Calls entering the system on different trunk types can be routed to the same ACD path. 
The rerouting scheme means a trunk does not have to be dedicated to ACD. The day 
answering point may be an ACD path but the Night1 and Night2 answering points may 
be an attendant console or any other valid routing point. 
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							ACD TELEMARKETER Feature 
Setvice Level 
I 
I 
The service level for a path defines a standard time to answer that becomes the criteria 
for measuring path performance. Service level is programmable within the range 0 
seconds to 54 minutes. 
When an ACD call is answered by any group in a path, software compares the actual 
time to answer with the programmed Service Level. The system creates a record 
indicating if the time to answer was: 
l less than or equal to the service level time, or 
. greater than the service level time. 
This information is stored for statistical analysis and can be viewed from the ACD Path 
Monitors and Group/Path Summary Reports. 
Overflow 
Higher priority paths are given special treatment when placed in overflow queues. 
Predictive overflow is another key element of the 
ACD TELEMARKETER feature. The 
system uses overflow queues to keep call queueing time to a minimum. 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 normal overflow time, it forces an immediate overflow. 
Priority calls entering an overflow queue are placed ahead of non-priority calls in the 
same queue. The non-priority calls maintain their position in relation to each other, but 
follow the priority calls. 
Each path is assigned one primary agent group and up to three overflow groups. Timers 
programmed in CDE for each agent group determine how long a call waits on a group 
before overflowing. If the system predicts that a call will not be answered before the 
timer expires, the system forces an immediate overflow without waiting for the timer 
to expire. 
Interflow 
Unlike overflowed calls, inter-flowed calls are rerouted from ACD to an alternate answer 
point. Each path has a programmable inter-flow timeout field that specifies the maximum 
period that an unanswered call can wait in a path before the system routes the call to 
an inter-flow point. The inter-flow point can be: 
l a listed directory number, station, console, night bell, ACD path, station/set hunt 
group, Automated Attendant group, or UCD agent group, 
l a logical line, 
l a system abbreviated dial number. 
To limit the time that a caller remains waiting for an agent, the system can also be 
programmed to drop inter-flowed calls. 
With software loads F41 .O and above, the system can be programmed so that any 
callers dialing in to an ACD path will inter-flow immediately when no agents are logged 
in. This inter-flow takes place regardless of the status of the “Interflow Timeout,” or the 
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							ACD TELEMARKETER Application Package 
3-4 option “Allow Overflow to Interflow Point Before Timeout,“orthe “Interflow Point Access 
code” having a value of DROP CALL. “Interflow Enabled” is required for the immediate 
interflow to work. 
A tenant number can be assigned to the ACD Path with software loads F41 .O and 
above. When a tenant number is assigned, then DID and TIE trunks which dial into 
the ACD Path directly will follow the routing for this tenant as defined in Form 19 
- Call 
Rerouting Table. 
In addition, the customer can program the system to overflow to the interflow point as 
soon as the system determines that the call is unlikely to be answered at the last agent 
group in the path. 
Calls interflowed to a system abbreviated dial number are treated by the system as an 
external call forward. This means that the intetflow requires a receiver. If a receiver is 
unavailable when the intetflow occurs, the call is dropped. The only indication of the 
dropped call is a receiver unavailable peg in the traffic report. The call appears in the 
ACD reports as an interflowed call. 
If Automatic Route Selection (Al%) is busy when a call interflows to a system abbre- 
viated dial, the system attempts a camp-on to ARS. 
The path from which the caller interflows is set up as the original forwarding destination 
for the caller. When the interflow point is an internal device, such as a 
SUPERSET 
or SUPERSET telephone, the display indicates the call is being forwarded from a 
path. 
Music Between Recordings 
Between each recording on an ACD path, the incoming caller, by default, listens to the 
system music source (if programmed). An alternate music source may be specified 
between each recording and after the last recording. 
Atternate Music Source 
The alternate music source is an off hook ONS port that connects to callers in a 
listen-only conference. The user decides what is supplied on the ONS port 
- silence, 
music, or endless loop recordings. If there is no system music and no alternate music 
source, the caller hears silence between RAD messages. 
The device can be a telephone, a recording device, or a transfer device (8/600 ohms) 
that simulates an off hook and allows connection of an audio source such as a radio. 
The system connects callers only if the device is off hook. There are no restrictions on 
how paths share alternate music sources. 
Note: Depending upon country of installation, the alternate music source must be either an FCC Part 
68 or Industry Canada approved voice coupler, or voice connecting arrangement to an ONS 
circuit. 
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							ACD TELEMARKETER Feature 
ACD Call Flow 
3.3 The following paragraphs describe the handling of a typical ACD call arriving at the 
system on an incoming trunk. Included is a description of what the caller hears at 
each stage of the call. Figure 3-l shows the system action in determining what the 
caller hears while in the queue. 
ACD Caller 
The system considers an ACD caller to be anyone who is on, or has been answered 
by, an ACD path. Once answered, the ACD caller status remains while the caller is 
talking to an agent, on hold by an agent, or in the process of being transferred by an 
agent. 
After an ACD caller has been answered by an agent, the PABX reverts to normal call 
handling but provides additional tracking for ACD session timing, ACD hard-hold tim- 
ing, and the caller’s identification as an ACD caller. When an ACD caller reaches the 
console through either a supervised or unsupervised transfer, the ACD caller status 
ends. If, during a supervised transfer, the person performing the transfer remains on 
the line after the 
console answers, the ACD session is terminated. 
Typical Call Handling 
If multiple agents are free when an ACD call is presented to a group, the system sends 
the call to the longest idle agent. To select the longest idle agent, the system gives a 
number to the first agent finishing an ACD call. The next agent to finish an ACD call 
is given the next higher number, and so on. When acall arrives at the group, the system 
sends the call to the agent with the lowest number. The number does not change if 
the agent makes a non-ACD call. 
Time v 
I I 
I I I 
t 
System Ringback 
First RAD Music Second RAD Music Agent 
I 
Action Delay 
Source Source Answers 
Caller 
Hears (Ringback) (Recording) (Music) (Recording) (Music) 
(Agent) 
Figure 3-1 ACD Call Progress - All Agents Busy 
1. 
ACD Call arrives at the path specified as the answer point for the trunk. 
l As shown in Figure 3-1 the caller hears ringback until the Ringback Delay timer 
expires. This timer ensures the caller hears at least one ringback before an 
agent answers. 
2. The incoming call queues on the primary agent group for the path. 
. If agent is available, call rings agent (See Note). 
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