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

							ACD TELEhMRKEXER Feature 
The system can add up to three overflow groups if a call remains unanswered. 
Overflow times are programmed individually for each agent group. Figure 3-2 
shows how overflow groups are added as the caller waits in the queue. 
8. 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 overflow timer expires, the system forces an immediate 
overflow. This predictive overflow is always enabled. 
Time - 
I 
lntetflow 
Timeout 
Angback Queue on 
Delay Primary 
Agent 
Group 
W J 
t 
Queue 
on 
First Overflow 
Agent Group 
Queue on 
Second Ovetflow 
Agent Group 
- 
Queue on 
Third OverRow 
Agent Group 
,I 
To interflow 
Point 
Figure 3-2 Overflow/lnterflow 
9. As shown in Figure 3-2 if the call remains unanswered for a period exceeding the 
Interflow Timeout programmed for 
the path, the system routes the call to the inter- 
flow point which can be an internal or external destination. The call is handled as a 
call reroute. 
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							ACD TELEMARKETER Application Package 
ACD Sets 
I 
3.4 
I. 
I 
I The SUPERsET SUFERSfl410 and SUPERSET telephones (Figure 3-3 to 
Figure 3-6) used by ACD positions provide call status and progress information 
about agent groups and individual agents. A supervisor’s set 
(SUPERSET 4 or 
SUPERSET 42(3 provides agent reports and queue status reports for the 
supervisor’s agent groups. An agent’s set 
(SUPERSET 4, SUPERSET 410 or 
SUPERSET 42Q provides queue information for the agent’s group. 
SUPERSET4, SUPERSET and 
SUPERSET telephones used with the ACD 
TELEMARKETER 
Feature Package offer: 
l Single key feature activation 
l Supervisor monitoring of agent calls with or without agent notification 
l Agent help requests during a conversation - transparent to ACD callers 
(not applicable to SUPERSfl47Otelephones) 
l Handset/hand&r&headset operation. (COS Option number 612 must be enabled 
in the user’s COS prior to operation. The telephone handset should remain offhook 
when headsets are in use). 
l LCDs load status information 
l Auto answer 
l Time and date display (SUPERSET and SUPERsET telephones) 
l Path name display when calls are presented to the agent 
(not applicable to SUPERSET telephones) 
l Make Busy keys to temporarily block ACD calls from agents sets 
l A programmable name for every ACD entity: paths, PADS, groups, agents and su- 
pervisors 
l A programmed set of speedcall keys (via CDE programming) 
Automatic Number Identification (ANI) and Dialed Number Identification Service 
(DNIS) are available with LIGHTWARE” 15 Enhanced software through COS options 
programmed during Customer Data Entry (CDE). ANI provides the telephone number 
of the calling party; DNIS provides the telephone number dialed by the calling party. 
Refer to Practice 9109-096-l 06-NA, Features Description, for details. 
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							Figure 3-3 SUPERSET Telephone 
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Figure 34 SUPERSET Telephone 
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							ACD TELEMARKETER Application Package 
Figure 3-5 SUPERsET Telephone 
ACD Positions 
3.5 The ACD TELEMARKETER feature package supports three types of positions: 
senior supervisors, supervisors, and agents. Figure 3-6 shows an example of the 
ACD hierarchy. 
I ACD calls entering the system normally terminate on agent positions (SUpERsET4, 
SUPERSET47Oor SUPERSET420telephones). Agents handling similartypes of calls 
are arranged in agent groups. Supervisors and senior supervisors (SUpERsET or 
SUPERSET 420 telephones) monitor agent and system performance, but do not 
handle ACD calls. 
As shown in Figure 3-6 every supervisor, senior supervisor, and agent has an ID 
number. This is a l-to 5-digit number assigned during customer data entry. Before 
they can receive ACD calls, the agent or supervisor 
must log in to the system by dialing 
an access code followed by the appropriate ID number. Agent groups and the three 
ACD positions are described below. 
The PABX treats the ID number assigned to each position as an access code. This 
number can be directly dialed by other devices in the system as normal extension 
numbers. 
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							ACD TELEMARftETER Feature 
Note: An ACD 
agent is considered not available for an ACD call if the agent is on its prime key 
or any other 
line key appearing at the telephone. 
Senior Supervisor 
Name: Reynolds G 
ID: 4400 
Supervisor Supervisor 
Name: Godin L Name: Wallace J. 
ID: 2200 ID: 3300 
4T  Agent roup Agent roup Agent Group 
Name: A/V Sale 
Name: Reo-olaee Name: Tickets Agent Group 
Name: Inquiry 
Agent 
Name: Nantel S. 
ID: 2210 Agent 
Name: Peters J. 
ID: 
2215 
Agent 
Name: Gilmour J. 
ID: 3310 Agent 
Name: Gilmour J. 
ID: 4410 
Aeew Name: Middleton 
ID: 2211 Agent 
Name: McKay A 
ID: 2216 Agent 
Name: Proctor L 
ID: 3311 
Agent 
Name: Hen&on T. 
ID: 4411 
Asew Name: Proctor L 
ID: 2212 Agent 
Name: Davis M. 
ID: 2217 Agent 
Name: Barker R. 
ID: 3312 Agent 
Name: Ruby M. 
ID: 4412 
Figure 3-6 Hierarchy of ACD Positions 
Agent Group 
An agent group consists of one or more persons, called agents, that handle incoming 
ACD traffic. Each agent group must contain at least one member; the maximum 
number of agents in a group is 100. The ACD system accepts up to 50 agent groups. 
As shown in Figure 3-5 each agent group must be set up to report to either a supervisor 
or a senior supervisor (never both). Supervision requirements are determined by the 
customer and are usually dictated by the size of the group. 
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							ACD TELEMARKETER Application Package 
Agent groups are created through Customer Data Entry (CDE) by entering in the ACD 
agent groups form (Form 39) an agent group number in the range 1 through 50. An 
optional name can also be given to the group to assist in identifying the group’s function. 
Members are added to the group though CDE by entering a I- to 5-digit ID number 
and an optional name for each agent. 
Each agent group has timers that govern events such as: 
l the time granted to an ,agent for completing paperwork after an ACD call, 
l the length of time a call will remain unanswered in the group before overflowing, and 
l turning on and off visual indicators that show calls have been unanswered for a time 
exceeding a programmed threshold level. 
Refer to the programming section of this practice for details about creating agent 
groups and the fields on the agent groups form. 
Agent 
The 
ACD T.LEMARKET..R feature terminates ACD calls at agent positions. In most 
ACD installations, all callers routed to an agent are requesting similar information or 
seeking a similar service. Agents can then be trained and equipped to provide the 
information or service requested by the caller. 
The system routes calls to an agent only after the agent logs in to the ACD system. 
Once the agent has logged in, the system recognizes the agent as being a member of 
a specific agent group. 
The SUPERSET 4, SUPERSET 470 and SUPERSET 420 telephones used by the 
agent are each equipped with 
a feature key to temporarily block ACD calls from ringing 
the set. Other feature keys provide information about the current status of the agent 
group. 
In many cases, an agent must be given the flexibility of moving between agent groups. 
If, for example, the ACD agent group handling long distance trunks is suddenly 
overloaded and calls are overflowing to an alternate group, significant financial gain 
could result by reassigning Agents to the busy groups until the traffic subsides. 
Since the ACD system uses the ID number to determine the members of an agent 
group, providing the agents more than one ID number allows the agents to be members 
of more than one group. To move between groups, the agent logs in using the ID 
appropriate to the group. Only the ID number must be unique; an agent name can 
appear in any number of groups. 
Supervisor 
The supervisor ACD position is for individuals who ‘supervise’ the agent groups. Each 
supervisor is 
responsible for at least one agent group and reports to asenior supervisor. 
Supenrisors do not 
answer ACD calls. The SUPERSET4or SUPERSET420telephone 
used by the supervisor is equipped with special feature keys that allow the supervisor 
to view agent activities individually or as a group. 
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							ACD TELEMWXE7ER Feature 
Senior Supervisor 
The senior supervisor oversees the supervisors and is, therefore, the highest level in 
the hierarchy of ACD positions. In smaller installations, however, where a supervisor 
is not required between the agent group and the senior supervisor, agent groups may 
report directly to the senior supervisor. The senior supervisor does not answer ACD 
calls. The SUpERSET or SUpERsET telephone used by the senior supervisor 
is equipped with special feature keys, similar to the supervisor set, with emphasis on 
queue activity. 
AC0 TELEMARKETER Reporting System 
3.6 The ACD TELEMARKETER Reporting System runs on an IBM AT or compatible 
connected to the SX-200 DIGITAL PABX or SX-200 LIGHT PABX through an 
RS-232C interface. The system is easy to learn, using menu driven displays with 
full-color graphics. On-line help is available for all commands and applications. 
During initial installation, the user creates a reporting system database containing all 
agent, path, and trunk information. Once operational, the PC collects data from the 
SMDR information generated by the PABX, analyses the information using the 
reporting system database, and generates a series of detailed reports covering agents, 
groups, paths and trunks. 
I 
Daily reports can be printed automatically at predetermined times. Weekly and monthly 
summaries can also be printed upon request, Printed reports record times to the 
second for all categories, thus highlighting call handling efficiency and agent 
performance problems. 
Daily reports generated from this database include: 
ACD Agent Daily Activity Report listing hourly totals by agent ID 
Agent Group Daily Activii Report with hourly totals handled by each agent group 
Trunk Daily Activity Report with hourly totals of calls handled by individual trunks 
Path Activii Report with detailed statistics for all ACD calls 
Weekly and Monthly Summary Reports include: 
Agent Activity Summary Report with daily totals by ID and agent name 
Agent Group Summary Report listing daily totals by agent group 
Trunk Summary Report with daily totals of calls carried by a particular trunk 
Path Activity Report listing daily totals by path 
Recorded Announcements 
3.7 A recorded announcement device (RAD) is a digital or endless-loop tape unit that 
can store one or more pr-ecorded messages. The required RADs are designed for 
connection to ONS circuits and appear as a standard telephone to the PABX. The 
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							ACD TELEMARKETER Application Package 
RAD’s message is played when the unit is triggered by ringing current. In the ACD 
TELEMARI(ETERfeature, the recorded messages are given while callers are waiting 
in the queue for a free agent. 
The SX-200 DIGITAL and SX-200 LIGHT systems support both intelligent and dumb 
RADs. An intelligent device hangs up when the message is finished. A dumb device 
provides a fixed-length recording (such as a tape) and the system must hang up on 
the device to prevent callers from listening to a long period of silence at the end of the 
message. 
Recording Groups 
The recorded announcement feature is implemented using one or more RADs 
programmed into a specialized hunt group called a recording group. Each RAD in the 
group contains the same announcement. 
I 
Recording groups are formed using hunt groups of regular ONS ports and are defined 
during CDE in Form 17, Hunt Groups. Refer to the programming section of this Practice 
for details. 
Recording Group Operation 
When a call rings a recording group, the first available idle RAD answers the call and 
connects its recording. If all RADs in a recording group are busy, the caller camps onto 
the group to 
wait for a free recording. When a recording becomes available, the system 
connects all waiting callers to a listen-only conference with the recording. (The 
listen-only conference does not use any PABX conference resources.) When the 
recording finishes, the callers are removed from the conference and are connected to 
music or silence as defined in the ACD Path programming form (Form 41). 
Notes: 1. The system does not use a special CODEC gain setting for listening to a 
recording. The gain is the same as for ringback, or set to no gain. 
2. A FUND is always rung with the standard ringing cadence. 
3. Callers are never connected after the F!AD starts its message. 
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							ACD TELEAMRKE7ER Feature 
RAD Failure 
The ACD system handles four types of PAD failures: 
Failure to Answer: The system considers the PAD to have failed if it does not answer 
within the fixed interval of 30 seconds. The system clears ringing, puts the PAD into Do 
Not Disturb (DND), turns on the console alarm icon, and creates a maintenance log 
entry as shown in the following example: 
1989-FEB-15 12:47&I Recording dev test failed at 01010100 
Failure to answer Alann code = 123 
Failure to Hang Up: The system detects failure to hang up when the system ends the 
recording. The hangup time is set by COS option 
404 - Recording Failure to Hangup 
Timer, which has a range of 1 through 255 seconds. The timer starts after the PABX 
hangs--up on the PAD. The PAD must clear down within the programmed interval. 
Otherwise, the PABX puts the PAD into DND, turns on the console alarm icon, and 
creates an entry in the maintenance log as shown in the following example: 
198~FEE-15 12~47~04 Recording dev test failed at 01010100 
Fail to hang-up. Alarm code = 123 
False Origination: If a PAD generates a false origination, the system puts the PAD 
into a suspended state. After the suspended timer expires, the PAD is placed into a 
lockout state. If the PAD goes on hook while in either suspended state or lockout state, 
the PAD is returned to idle and is immediately available to the system. 
Card Failure: If the system detects a card failure, such as the card being unplugged 
or the Bay going down, the PAD is placed into a busy-out state. Any callers listening 
to the PAD are handled as though the RAD had gone on hook. The PAD is not placed 
in DND unless it was ringing at the time (which is treated as a ring-no-answer). When 
returned to service, the PAD is in idle state. 
Removing DND from RAD 
The system places a PAD into DND whenever the PAD fails to answer or fails to hang 
up. DND can be removed from a PAD by accessing the attendant console stations 
feature, dialing the PAD, and pressing the DND softkey. DND can also be cleared from 
the maintenance temrinal by using the Clear Features key. 
Removing DND from a PAD generates the following maintenance log entry: 
198~FIB-15 12:47:04 Ons Card passed at 01010100 ext 1101 
Recording device test Alarm code 123 
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