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

							1 
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GENERAL 
This practice describes the features, operation, and programming of the 
ACDTELEMARKETER@ Applications Package for the SX-20069 DIGITAL and 
SX-200 LIGHT Private Automatic Branch Exchange (PABX). 
Reason 
for Reissue 
1.1 This practice is reissued to include revisions and additions to the information 
contained in the previous issue. 
Intended Audience 
1.2 This practice is for those involved in the marketing, installation, programming, and 
operation of 
feature. the SX-200 DIGITAL and SX-206LIGHT ACD ?EiEMARKETER 
Manual 
Structure 
1.3 This practice is divided into sections with each section covering a specific area of the 
ACD TELEMAFiKET%R feature: 
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General describes the structure and content of the practice. 
ACD Overview covers basic ACD concepts. 
ACD TELEMARKETER Feature outlines the implementation of ACD in the ACD 
Telemarketer package, and introduces the terminology related to the feature. 
Configuring an ACD System describes the steps to follow when planning a new 
ACD installation. 
ACD Agent Sets describes the features and operation of the SUPERSET 4”, 
SUPERSET 410” and SUPERSET 420” telephones used by ACD agents. 
ACD Supervisor Sets and Senior Supervisor Sets describes the features and op- 
eration of the SUPERSET 4 and SUPERSET 420 telephones used by ACD 
supervisors and senior supervisors. 
Reports covers the various reports available from the ACD TELEMARKflERAppli- 
cation package, and describes how to route the reports to the system printer. 
Monitors describes the monitor displays, and the contents of each display. 
Programming covers tasks required to complete the programming forms for install- 
ing the ACD TELEMARKETER feature, and customizing its operation to meet the 
requirements of the user. 
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Conventions 
1.4 To simplify the descriptions in this practice, the following conventions have been 
followed: 
Key Names 
Names of keys on a keyboard are shown in bold. 
Example: Return 
Data Entry 
Data to be entered by the user is shown in bold uppercase. 
Example: EXIT 
Data Entry Instructions 
The following conventions have been used throughout this manual when presenting 
data entry instructions to the user: 
Type: Type the information (usually a single key) as shown without pressing the Return 
key. 
Example: Type A 
Enter: Type the information as shown and press the RETURN key. 
Example: Enter HOTEL 
Press: Press the indicated key(s) with no return. 
Example: Press eCTRL> =zC> 
Associated Documents 
1.5 Refer to the following practices for additional information: 
l Features Description (9109-096-I 05-NA) 
l Customer Data Entry ‘(9109-09~Zl O-NA) 
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							2 
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ACD OVERVIEW 
This section of the practice gives a general overview of Automatic Call Distribution 
(ACD) and describes the basic components found in ACD systems. If you are familiar 
with ACD concepts, turn to Section 3 of this practice for details on the implementation 
of the ACD TfLEMARKETER feature for the SX-200 DIGITAL and SX-200 LIGHT 
PABX. 
Automatic Call Distribution 
2.1 Automatic Call Distribution (ACD) offers uniform distribution of incoming calls to 
station users (agents). Calls are routed to groups of agents according to the type of 
information or service required by the caller. The agents are trained and equipped to 
provide the particular information or service the caller is requesting. If calls cannot be 
handled immediately, the caller is usually provided with recorded announcements 
and/or music until an agent is available. 
Most ACD systems generate one or more reports listing call handling statistics and 
ACD traffic levels. The system administrator uses these reports when determining 
optimum staffing levels, acceptable caller delay times, and use of system resources. 
ACD Applications 
2.2 Typical ACD applications include airline reservation offices, telephone order desks for 
department stores, and customer service departments of telephone or cable TV 
companies. In all cases, the caller is attempting to reach an individual who can supply 
a service, answer a question, take a reservation, or accept a purchase order. 
Call Queueing 
2.3 To ensure optimum use of personnel and system resources, historical calling patterns 
are often used to determine staffing levels for the agents. Most ACD installations set 
staffing at levels that ensure the average number of callers equals or exceeds the 
number of agents. During peak periods when ail agents are busy, callers are placed 
in a queue to wait for the first available agent. 
While a caller is waiting in the queue, the ACD system can provide recorded 
announcements and music at predetermined intervals. The first recording typically 
advises the caller that all agents are busy, and that an agent will answer as soon as 
possible. If an agent is unavailable after a programmed interval, additional recordings 
can inform the caller about call progress, or advise the caller of information that will be 
required when the agent answers. 
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If calls arrive when some of the agents are free, the system may be programmed to 
equalize the workload by directing the next incoming call to the agent who has been 
idle the longest. 
Stufftng an ACD System 
2.4 In most ACD applications, the individual handling ACD calls is referred to as an 
agent. Agents are often specially trained to deal with the caller’s problems or 
requests. 
A supervisor normally oversees the ACD operation by monitoring the activity of the 
agents, reassigning agents to handle overload conditions, and dealing with unusual 
situations that may arise. 
Reports 
2.5 ACD systems normally provide a reporting mechanism that allows tracking of key 
items such as the number of calls handled during a specific time period, the length of 
the calls, and the number of calls abandoned (caller hangs up before an agent 
answers). From these reports, the supervisor can determine optimum staffing levels 
and track the performance of individual agents. 
Monitors 
2.6 While reports give a hard copy record of events over a period of time (such as a shift), 
a monitor gives a snapshot of conditions in the system at any instant. By monitoring 
the ACD system, the supervisor is aware of the current situation and can quickly 
reassign agents to handle overload conditions. 
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							3 . 
ACD TELEMARKH’H? FEATURE 
ACD TELEMARKETER Overview 
3.1 The ACD TELEMARKETER Application Package is an advanced Automatic Call 
Distribution (ACD) system that is fully integrated with the MITEL SX-200 DIGITAL 
and SX-200 LIGHT PABX, and designed with the power and performance needed to 
ensure satisfaction in the most demanding telemarketing environments. 
This section provides information on the following components of the ACD 
TELEMARKETER system: 
ACD Path. This innovative call routing design guides incoming calls through the sys- 
tem. The ACD path defines all information required for each type of call, including how 
the system will handle queued callers. Refer to paragraph 3.2. 
ACD Call Flow. Paragraph 3.3 describes the handling of a typical ACD call arriving 
at the system. 
ACD Sets. SUPERSET and SUPERSET telephones may be used in the se- 
nior supervisor, supervisor or agent positions with the ACD TELEMARKETER 
feature package. SUPERSfT 470 telephones may be used in the agent position 
only. Refer to paragraph 3.4 for details. 
ACD Positions. The ACD 
TELEMARKETER feature package structures the per- 
sonnel 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 TELHWARKETER Repotting System. The ACD TELEMARKETER Reporting 
System is a PC-based software package for collecting ACD data generated by the 
SX-200 DIGITAL or SX-2OOLlGHT PABX. This reporting system produces a series 
of daily, weekly and monthly historical reports. Refer to paragraph 3.6 for details. 
Recorded Announcements. The ACD TELEMARKRER 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 (PADS) and recording groups. 
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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 
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 trunks. The 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. 
0 For non-dial-in trunks, one or all of the Day/Nightl/Night2 answering points is pro- 
grammed as an ACD path. 
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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. 
Service Level 
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 
l 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 thesystem 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. 
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Interflow 
I 
Unlike overflowed calls, interflowed calls are rerouted from ACD to an alternate answer 
point. 
Each path has a programmable interflow timeout field that specifies the maximum 
period that an unanswered call can wait in a path before the system routes the call to 
an interflow point. The interflow point can be: 
l a listed directory number for a station, console, nightbell, ACD path, station/set hunt 
Automated Attendant group, or 
UCD agent group, 
l a logical line, 
9 a system abbreviated dial number. 
To limit the time that a caller remains on the line waiting for an agent, the system can 
also be programmed to drop interflowed calls. 
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 are treated by the system as an external 
call forward. This means that the interflow requires a receiver. If a receiver is 
unavailable when the inter-flow 
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 (ARS) is busy when a call inter-flows to a system 
abbreviated dial, the system attempts a campon to ARS. 
I 
The path from which the caller interflows is set up as the original forwarding destination 
for the caller. When the inter-Row 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 (ii programmed). An alternate music 
source may be specified 
between each recording and after the last recording. 
Alternate 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. 
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Note: Depending 
upon country of installation, the alternate music source must be either an 
FCC Part 66 or DOC approved 
voice coupler, or voice connecting arrangement to an 
ONS circuit. 
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 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 
timing, 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 a call 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. 
System 
Action lime 0 
I 
I 1 
I I 
Ringback I First RAD l Music ’ SecondRAD I Music I Agent 
* 
Delay 
Source Source Answers 
Caller 
HEWS (Ringback) (Recording) (Music) (Recording) (Music) 
Figure 3-l ACD Call Progress - All Agents Busy 
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1. ACD Call arrives at the path specified as the answer point for the trunk. 
l As shown in Figure 3-l 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. 
l If agent is available, call rings agent, (See Note). 
l If multiple agents are available, the call rings the longest idle agent; if not, caller 
waits for first recorded announcement. 
Note: 
Once 
the agent set begins ringing, the call must be answered. If the called agent fails to 
answer within the period programmed for the Forward Timer in the agent’s COS, the 
system forces the agent’s set into Make Busy and routes the call to another agent in the 
group. This operation is transparent to the caller. 
3. System connects caller to the 
first available FiAD in the first recording group defined 
for the path. 
l Caller listens to first recording. Call remains queued on first agent group. 
4. When FIND message ends, system connects call to music-on-hold (MOH) source 
or to first alternate source as defined for the path. 
l Caller hears music or alternate source. 
5. After time interval programmed in the path for Recording 2 starts, system connects 
call to first available HAD in second recording group defined for the path. 
l Caller listens to second recording. Call remains queued on first agent group. 
6. System connects call to MOH source or to second alternate source as defined for 
the path. 
l Caller hears music or alternate source. 
l Caller continues listening to music and recorded announcements until an agent 
is available. Timing is set in CDE . 
l Up to four recordings can be programmed for each path. 
7. 
If the call remains queued against the first agent group for a period exceeding the 
overflow time programmed for the group, the system adds the first overflow group 
defined for the path. 
Caller is now queued on two groups. 
Caller continues listening to music and recorded announcements until an agent 
is available. 
Caller retains position in queue for primary agent group 
Path priority determines position of call in overflow group. 
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