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

							4 . 
CONFIGURING AN ACD SYSTEM 
The communications manager planning the installation of an ACD TELEMAR-ER 
system may find that the information in this section of the practice can help in 
determining the final system configuration. Since thorough planning can ensure 
maximum performance from the ACD system, the following guidelines have been 
developed to help define the customer requirements. 
Incoming Calls 
4.1 As the most critical element of an ACD system is the timely handling of incoming 
calls, the communications manager must first consider the level of traffic that the 
system will be receiving and determine the types of calls and any trunking details that 
could influence the importance of the call. For example, long distance charges can be 
kept to a minimum by assigning these calls to high priority paths. The following 
questions serve as examples of those areas to be addressed when categorizing the 
ACD callers: 
Are service departments involved? 
What traffic is anticipated for each department? 
What priority is given to service calls? 
Do any service departments require a customer complaint area? 
Is there local service only or service to out-of-town dients? 
Will there be revenue generating calls? Unless the company holds a monopoly on 
service, these callers should be highlighted for priority paths. Are there general infor- 
mation calls? 
Will agents receive long distance calls....collect? 
Does the company offer INWATS, foreign exchange, or any specialized trunking? 
Grouping the Agents 
4.2 Using the caller information collected above, begin grouping the agents. Use the 
following questions and comments as a guide: 
Are any agents capable of handling various types of calls? For example, will any 
agents be common to more than one service department? 
Which type of calls will this group specialize in? List 
the types of calls this group could 
handle as an overflow point. 
Which groups will require a wrap up time? 
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Recorded Announcement Planning 
4.3 Used properly, recorded announcements are a valuable tool in the 
ACD TELEMARKETER system. The following suggestions can help you gain the 
most from the recordings: 
l Supply a company introduction to the caller. “Thank you for calling . . . ..‘I. followed by 
reassurance that the first available agent will answer the call. 
l Consider the advertising potential while the caller is waiting for service. Use the re- 
corded announcements to promote new products, specials, or services. 
l Refer to the list of callers as a guide when defining the PADS. As out of town callers 
would be frustrated by local promotions, tailor your recorded message to the caller’s 
needs. 
l Is there any information the agent will require from the caller? Recordings can be 
used to eliminate time wasted with an agent if callers have prior notice of any informa- 
tion 
they should have ready, such as account numbers, credit cards, or postal codes. 
In addition, the Automated Attendant feature can be used to pre-screen ACD calls into 
the system, Refer to Practice 9109-096-625-NA, Automated Attendant Application 
Package. 
Planner Sheets 
4.4 The agent group planner and the path planner sheets illustrated onthe following 
pages can aid the ACD system designer in laying out the agent groups and the 
routing for incoming ACD calls. The planner sheets identify all major elements that 
must be addressed while setting up the system. 
The agent group planner is completed first, and identifies thevarious agent groups that 
are required for the system. Alter setting up the agent groups, one path planner is 
completed for each path to show the ACD call handling including the primary agent 
group, recorded announcements, overflow groups and inter-flow conditions. 
Agent Group Planner 
4.5 The agent group planner shown in Figure 4-l serves as an aid in planning the 
distribution of work load between agent groups. After doing the initial sizing to 
determine the number of agent groups required to handle the calls, use this planner 
to assign the parameters to each group. This information will be used later during the 
CDE programming of the system. 
The agent planner form contains space for eight agent groups. The fields shown in the 
box for each group are described below. 
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AGENT GROUP PLANNER 
ACD TELEMARKElER@ 
INSTRUCTIONS 
Use this planner as an aid in distributing the work-load of the agent groups. Complete this form before the Path 
Planner. Once completed, transfer the Agent Group Number to the appropriate group (Primary, lst, 2nd, or 3rd) 
on Line 3 of the Path Planner. 
1. Overflow timer default is 9 minutes (maxfmum 54 minutes). This is the maximum time a call can bs queued oh 
the group before overffowing. Prediction may allow the overflow before the timer expires. 1 St threshold default 
is 3 minutes (maximum 54 minutes), 2nd threshold default is 6 minutes (maximum 54 minutes). These are 
indications for the agents (queue status) of how long the calls have been waking to be answered. Afterwork 
timer default is 0 minutes (maximum 15 minutes). This is the amount of time an agent has after completing a 
pall before receiving the next call. 
2. Use this box to indicate how many paths the Agent Group is involvad in. (P=primary, l=l st. overRow group, 
2=2nd overflow group, 3=3rd overflow group). Transfer the Agent Group Number to the Path Planner (one for 
each Path indicatad in the box). 
OverRowlime_ 
: _ 
1 st Threshold _ : _ 
2nd Threshold _ : _ 
After Work _ : _ 
Overifowlime_ :_ 
1stThreshold _ 
: _ 
2ndThreshoki _ : _ 
Figure 4-l Agent Group Planner 
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Agent Group # 
The top field in each box, labeled Agent Group #, specifies the number of the agent 
group. This information will be used later when assigning primary and overflow agent 
groups to the ACD paths. 
Name 
The Name field specifies the name of the agent group. During CDE, transfer this 
information from the agent group planner sheet to the Name field on the ACD Agent 
Groups form (Form 39). 
Overflow mrne 
The overflow time specifies the maximum length of time a waiting ACD call remains at 
this group before overflowing. The timer range is 0 seconds to 54 minutes. The use of 
this field is optional. 
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 timer expires, the system forces an immediate overflow. 
During CDE, transfer this information from the agent group planner sheet to the 
Overflow Timer field on the ACD Agent Groups Subform (Subform 39). 
1st Threshold 
The 1st Threshold field specifies the time period for the first call waiting threshold. If 
calls are waiting beyond this time period, the LCD symbol beside the Queue Status key 
on the SUPERSET” telephones changes (see Figure 54 and Figure 5-5). During 
CDE, transfer this information from the agent group planner sheet to the First Status 
Threshold field on the ACD Agent Groups Subform (Subform 39). 
2nd Threshold 
The 2nd Threshold field specifies the time period for the second call waiting threshold. 
If calls are waiting beyond this second time period, the LCD symbol beside the Queue 
Status key on the SUPERSET telephones changes again (see Figure 5-4 and 
Figure 5-5). During CDE, transfer this information from the agent group planner sheet 
to the Second Status Threshold field on the ACD Agent Groups Subform (Subform 39). 
After Work 
The After Work field specifies the time allocated to an agent for completing paperwork 
following an ACD call. During this time, the agent will not receive ACD calls. The timer 
range is 0 seconds to 15 minutes. This time is included as part of each call in reports 
and statistics. 
During CDE, transfer this information from the path planner sheet to the After-work 
Timer field on the ACD Agent Groups 
Subform (Subform 39). 
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Paths Using This Group 
This box allows the system planner to note the paths using this group. Use this as a 
reference when transferring agent group information to the path planner sheets. 
Path Planner 
4.6 
The path planner sheet illustrated in Figure 4-2 is used in conjunction with the agent 
group planner when laying out the routing for incoming ACD calls. The planner 
identifies all major elements that must be addressed while setting up the system. 
Once the path planner has been completed to the ACD system designer’s satisfaction, 
the information is transferred to the CDE forms for system programming. 
The CDE forms pertaining to the 
ACD TELEMARKETER feature are described in 
Section 11 of this practice. For a description of all system 
CDE forms, refer to Customer 
Data Entry, Practice 9109-096-210-NA. Appendix B of this practice contains 
additional blank copies of the Path Planner. Figure 4-2 shows a blank path planner 
sheet. The following subsections describe the fields on this sheet. Examples later in 
this section illustrate the use of a Path Planner and trace calls through completed path 
planners. Unless mentioned otherwise, all fields on the path planner have 
corresponding fields on one of the CDE forms used in programming the system. 
Purpose of This Path 
The Purpose of this Path field allows the designer to summarize in a few words the 
intention of this path. The information in this field is for information only and is not 
programmed on any form during CDE. 
Name 
I The Name field contains a descriptive name identifying the function of the path. This 
name appears in the ACD path monitor displays and o,n the agent’s 
SUPERSET or 
SUPERSET telephone when the set is presented with a call. This allows agents 
handling calls for more than one path to answer the caller with an appropriate greeting. 
During CDE, transfer this information from the path planner sheet to the ACD Path field 
on the ACD Path form (Form 41). 
Path Access Code 
The Path Access Code field identifies the path to the rest of the system. The path 
access code can be a destination in the Non-Dial-In Trunks form and in the Call 
Rerouting Table. The path access code can also be attached to a Dial-In Trunk, or it 
can be entered in another path planner as an interflow point and programmed as a 
forwarding destination for a 
SUPERSET 4, SUPERSET 470 or SUPERSET 420 
station. 
During CDE, transfer the information in this field of the path planner sheet to the 
“Access Code for This ACD Path” field on the ACD Path form (Form 41). 
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PATH PLANNER 
Purpose of this Path: 
No No No 
I- 
INSTRUCTIONS: 
1. Complete a Path Planner for each path. 
2. Caller can listen to 
RADs with the option of Music on Hold (MOH) or an alternate music source/recording 
between the PADS. (PAD = Hunt Group Access Code) 
3. Copy the appropriate Agent Group Number from the Agent Group Planner. 
4. The Primary Agent Group must bs programmed. The path has the option of three CWerlIow 
Groups 
ad Interflow out of the Path. lf next Overflow Group is not programmed the call either interflows out 
of the path or remains as is untfl the call is answered or the caller hangs up. 
5. Default InterRow limeout is 54 minutes. Ths call interffows (ii enabled) or drops when the timer expires or 
when prediction indicates that the call will not be answered within the timer interval. lnterflow time starts 
when the call enters the path. 
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Figure 4-2 Path Planner 
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Priority 
The Priority field sets the relative priority for all calls arriving on this path. The priority 
remains with the call for its duration, regardless of the overflow handling programmed 
for the path. Priorities range from 1 through 99, with 1 being highest. 
During CDE, transfer this information from the path planner sheet to the Priorii field 
on the ACD Path form (Form 41). 
Path Number 
The Path Number field identifies the path number in the range 1 through 99. This 
number is used to sort the paths on the Path Summary display. 
During CDE, transfer this information from the path planner sheet to the ACD Path field 
on the ACD Path form (Form 41). 
Delay to Answer 
The Delay to Answer field contains the value of the Delay for Ringback timer. This value 
should be set high enough to ensure the caller hears ringback from the CO or PABX 
before the agent answers. In some situations, caller confusion may arise if the agent 
answers the call before the caller hears ringback. This field can be set to any 
value from 
1 second through 54 minutes. The system default is 3 seconds. 
During CDE, transfer this information from the path planner sheet to the Delay For 
Ringback field on the ACD Path form (Form 41). 
Recording 1 
The Recording 1 box contains the following three fields to capture the parameters for 
the first recording group: 
RAD: The RAD field contains the access code of the RAD group containing Recording 
1. During CDE, transfer this information from the path planner sheet to the Recording 
1: Access Code field on the ACD Path form (Form 41). 
Start: The Start 
field specifies the time between the end of the Delay for Ringback timer 
and the start of the first recording. During CDE, transfer this information from the Path 
Planner sheet to the “Recording 1: Start Time” field on the ACD Path form (Form 41). 
Name: The Name field specifies the name of the RAD Group for Recording 1. During 
CDE, transfer this information from the Path Planner sheet to the Name field on the 
Hunt Group form. 
MOHorExt# 
The MOH or Ext # field allows the designer to specify what callers hear after Recording 
1 
is finished. The designer can give callers music on hold (MOH) from the system music 
source, or an alternate music source from an ONS port. Circle MOH to indicate music 
from the system music source, or enter the ONS port directory number supplying the 
alternate music, If no music is connected, the caller hears silence. 
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During CDE, if an alternate music source has been selected, transfer this information 
from the path planner sheet to the “Recording 1: Music Source Following” field on the 
ACD Path form (Form 41). If MOH has been selected, no CDE action is required as the 
system connects to the default music source. 
Recording 2 through 4 
Use the boxes labeled Recording 2 through 4 to specify the parameters for the 
additional recordings supplied to the caller while waiting for an agent. The MOH or 
Alternate fields can also be used to specify different music sources following each 
recording 
. 
During CDE, transfer the information from these fields as described under Recording 1. 
Queued Calls 
The Queued Calls above each agent group block represent the calls queued against 
the agent group. No information is required in this block and there are no corresponding 
entries on CDE forms. 
Primary Agent Group 
Transfer the number from the agent group planner of the agent group designated as 
Primary for this path. 
Ovetflow Group Exists 
For the box labeled Overflow Group Exists, circle Yes if the first overflow group b to be 
assigned to this path, or No if no overflow group is assigned. If Yes was selected, repeat 
the planning steps above for each of the overflow groups. 
lnterfiow 
Beside the box labeled Interflow, circle Yes if an interflow point is to be assigned to this 
path. Circle No if no interflow is to be assigned. 
Interflow Point 
The Interflow Point #field specifies the access code for the interflow device. This can 
be a listed directory 
number for a station, console, nightbell, ACD path, station/set hunt 
group, UCD agent group, or system speedcall number. 
If “Select Drop” is left blank, the system drops the call rather than allow the call to 
interflow. If inter-flow is allowed for this path, enter the directory number of the interflow 
point. 
During CDE, transfer this information from the Path Planner sheet to the Interflow Point 
Access Code field on the ACD Path form. 
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InterFlow Timeout 
The interflow Timeout field specifies the waiting time for an ACD call before the system 
routes the call to an inter-flow point outside the ACD system. The timer range is 1 second 
to 
54 minutes. 
During CDE, transfer this information from the path planner sheet to the Interflow 
Timeout field on the ACD Path form (Form 41). 
Allow Overflow to Interflow 
The Allow Overflow to Interflow Point Before Timeoutfield specifies whether the system 
can force calls to the interflow point as soon as the system determines that the call is 
unlikely to be answered, without waiting for the Interflow Timeout timer to expire. 
During CDE, transfer this information from the path planner sheet to the Allow Overflow 
to Interflow Point Before Timeout field on the ACD Path form (Form 41). 
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