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

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ACD Monitors 
Table 8-6 
Terms Used In Path Programmed Data Display 
(continued) 
Term 
I/F Enabld 
O/F to I/F 
I/F Time 
SVC Time 
Meaning 
Yes in thii field indicates interflow is activated. 
Yes in this field indicates the call can flow from the last programmed overflow 
to the Interflow point before the Interflow Timeout occurs. This applies only if 
the flag l/F ENABLD is YES’. 
The time, in minutes and seconds, before the call inter-flows out of the ACD 
system. Applies only if the flag I/F ENABLD is ‘YES’. 
The time, in minutes and seconds, that defines the service level for this path. 
The time to answer of all calls answered on this path is compared to this time 
and the results are shown as the service level data in the monitors. 
Ans Delay 
Priority 
ID The time, in minutes and seconds, that the caller is allowed to hear ringback 
before the ACD system attempts to answer the call. 
The priority of the ACD call. The highest priority is 1 and the lowest is 99. 
RADs 1 through 4 
The access code and name of the Recorded Announcement Device (PAD) 
hunt group. 
Music The access code of the music source to be used after the recording has been 
heard. lf no access code has been programmed then ‘system’ music is 
displayed. When no system music is available, this field is blank. 
Start The time, in minutes and seconds, that a caller is connected to the specified 
recording after entering this path. 
Page 2 of 2 
Table S-6 describes the softkeys presented with the Path Programmed Data display. 
Table a-6 Path Programmed Data Softkeys 
Softkey Label Function 
CANCEL Returns the user to the System level display. See paragraph 8.3 for details of 
the System level. 
PREVIOUS This softkey is present if paths exist that have lower access codes than the 
path being displayed. Pressing this key displays the programmed dda for the 
next lower ACD Path. 
Page 1 of 2 
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I 
Table 8-6 Path Programmed Data Softkeys 
(continued) 
Softkey Label Function 
NEXT This softkey is present if paths exist that have higher access codes than the 
path being displayed. Pressing this key displays the programmed data for the 
next higher ACD Path. 
RETURN The RETURN key (either hard-key or softkey) returns the user to the PATH 
SUMMARY form. See paragraph 8.4 for details of the Path Summary form. 
Page 2 of 2 
Path Statistics Display 
Pressing the STATISTICS softkey in the Path Summary window displays the Path 
Statistics display (Figure 8-5). This display provides astatistical overview of the path’s 
performance for the current instant, as well as a summary of activity over the past hour. 
Table 8-7 describes 
the fields in this display. 
14~26 23-APR-89 PATHSTATISTICS MlTEL ACD TELEMARKETER 
NUM N-Lm4 CONN 
SUMMARY-LASTHOUR 
GRP GROUP 
AGT CALLS AG 
NUM NAME lREC WG /& OFFERED ANswERED0vERFL~~~ 
PRIMARY : 
1 A/vsALE 
7 4 7 122 98% 97 70% 53 43 % 
ovERFLow 1: 
.I3 ~IUK)oK 
3 6 2 53 43 % 17 14 % 26 21% 
0vEIwLow 2: 
4 REcORDs 8 2 5 26 21 % 6 5% 9 7% 
ovFXFLow 3: 
7 BULLEiTl 
6 - - 9 1  7% 1% Ila 
RECORDING 1: 
2 TvRECl SVCLXVELX: 90 79% 
RECORDING2: 
17 GENERAL 
3 2 7 SVCLJn%L>: 31 20% RECORDING 3: 
9 TvREc3 3 - 2 
RECORJMNG4: 
9 TvRJx3 
2 - 1 
2 - 1 
PATH 
1 666 TVSALES 
I- 
2- 
3- 
& 5- CANCEL 
i- 
7- 
PRINT 
8- 
PREVIOUS 9- NEXT o-RJD-URN 
620 8-12 
Figure 8-5 Path Statistics Display 
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ACD Monitors 
Table 8-7 Terms Used in Path Statistics Display 
Term 
Group Num 
Group Name 
Num Agt/Rec 
Num Calls Wtg 
Conn Agt/Rec Meanlng 
Programmed lnformatlon And Current Summary 
The agent group number or recording group number, as assigned during 
CDE. 
The name of the agent group or recording group, as assigned during CDE. 
The number of logged in agents in the group. If a recording group, the 
number of RAD ports assigned to the group. 
The number of calls from this path waiting for the agent group or recording 
group. 
The number of callers from this path currently talking to agents in the group, 
or listening to RADs. 
Summary - Last Hour 
Offered 
Answered 
Overflowed 
SVC Level< 
SVC Level> The number of ACD calls offered to the group from this path, and the 
percentage of the total calls offered on the path that this represents. 
The number of ACD calls answered by agents in the group from this path 
only, and the percentage of the total calls answered on the path that this 
represents. 
The number of calls that overflowed from the group to the next overflow point 
on thii path, and the percentage of calls offered to the group which 
overflowed. Calls which overflowed to inter-flow are not counted. 
The number of ACD calls answered on the path within the path’s service 
time, and the percentage of calls answered that this represents. 
The number of ACD calls answered on the path outside the path’s service 
time and the percentage of calls answered that this represents. 
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Table 8-8 describes the softkeys that are presented with the Path Statistics Display. 
Table 8-8 Path StatlstScs Display Softkeys 
Softkey Label Function 
CANCEL Returns the user to the System level. Details of the System level are in 
paragraph 8.3. 
PRINT Prints the Path Statistics at the printer used for the ACD Summary Reports 
directed printout. 
PREVIOUS This softkey is present if paths exist that have lower access codes than the 
path being displayed. Pressing this key displays the statistics for the next 
lower ACD Path. 
NEXT This softkey is present if paths exist that have higher access codes than the 
path being displayed. Pressing this key displays the statistics for the next 
higher ACD Path. 
RETURN ,The Return key (either hardkey or softkey) returns the user to the Path 
Summary form. See page 620 8-7for a description of the Path Summary 
form. 
Paih 
Activii Display 
Pressing the ACTIVITY s&key in the Path Summary window presents the Path Activity 
display (Figure 8-6). This display provides a continuously updated picture of the traffic 
on a given path. Information relates to the callers queued for the path as well as any 
ready agents waiting for calls from the path. 
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ACD Monitors 
1426 23-APR-89 PATHACTIVlTY MITEL ACD TELEMARKETER 
PRIMARY ArvsALE o/F1 
COOKBOOK o/F2 RECORDS O/F3 BULLET1 
Caller No. Wtg Caller No. Wtg Agent Ready 
T 101 6 mo3 2614 
6 01:05 
T 21 4 O&24 
T82 3 Ooz49 
MCGmM. 1217 2614 1 01:08 FAGAN J.L. 1621 
DOYLEND C. 1458 
THOMPSON B. 1439 
CBENG J. 0231 
LAVALLEE P. 0228 
FARROW MOE 0201 
CHANG BILL 01:s 
REBDER M. 01:31 
WEATHERSPOON 01:04 
PATB[ 1 666 lvsALdE!s 
L- 
2- 
3- 4- 5- CANCEL 
5- 7- 
8- PREVIOUS 9- NEXT O-RETURN 
Figure 8-6 Path Activity Display 
All queued callers that originated on the specified path are identified by trunk number 
or extension access code. The longest waiting caller for each group is at the bottom 
of the list, immediately above the horizontal line. 
As the number of waiting calls increases or decreases the information is updated in that 
group’s column, and the horizontal bar below the first call in the queue shifts up and 
down the screen accordingly. The screen displays up to twelve waiting calls. 
When there are no calls waiting in 
a queue, the sub-title under the group name changes 
to AGENT name and READY time. As many as 12 idle agents can be listed below the 
horizontal bar, beginning with the longest idle agent. 
Overflow groups that were programmed, but have no callers waiting and no agents 
logged in to a group, are identified by the group name in the column title. If an overflow 
group was not assigned during the customer data entry, the column is blank. 
The fields in the display are defined in Table 8-9. 
Table 8-10 describes the softkeys presented with the Path Activity Display. 
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Table S9 Terms Used In The Path Actlvlty Display 
Term Meaning 
Caller The trunk number or extension access code of the caller waiting for the 
agent group. 
No. The queue position of the.caller waking for this group. The numbers are 
ordered but may not be sequential if there are callers waiting for this group 
who originated on another path. These other callers hold a queue position 
for this group but are shown on the activii display for their path. 
wtg The time, in minutes and seconds, that the caller has been waiting in this 
Agent The name of a ready agent in the displayed agent group. If the agent does 
not have a name assigned in CDE, the agent’s ID appears. 
Ready The time, in minutes and seconds, that the agent has been available and 
ready to accept an ACD call. 
Table 8-10 Path Actlvlty Dlsplay Softkeys 
Softkey Label 
1 Function 
CANCEL Returns the user to the System level. Details of the System level are in 
paragraph 8.3. 
PREVIOUS This softkey is present if paths exist that have lower access codes than the 
path being displayed. Pressing this key displays the activii for the next lower 
ACD Path. 
This softkey is present if paths exist that have higher access codes than the 
path being displayed. Pressing this key displays the activii for the next 
higher ACD Path. 
RETURN The Return key (either hardkey or softkey) returns the user to the Path 
Summary form. See page 620 8-7’for a description of the Path Summary 
form. 
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ACD Monitors 
Monitoring Groups 
Ovenriew 
8.5 Four forms provide information about the agent groups programmed in the ACD 
system and are described as follows: 
Group Summary form displays important information about each agent group. 
Group Programmed 
Data form displays the data programmed in CDEfor each agent 
group. 
Group Statistics form provides statistics gathered on the agent group over the past 
hour and since the beginning of the shift. 
Group Activity form shows current 
caller and agent activity for the group. 
Accessing the Agent Group Summary Form 
To access the Agent Group Summary form, the 
user presses the AGENT GROUPS 
softkey at the system level. The system responds by asking for an agent group number. 
After the user enters a valid agent group number, the screen changes to the display 
shown in Figure 8-7. The chosen group is at the top of the screen. The fields on the 
display are defined in Table 8-11. 
Pressing the RETURN key without first entering a group number also produces the 
display shown in Figure 
8-7. In this case, however, groups are listed in ascending order 
by group number. 
Entering an unprogrammed or out-of-range group number results in an error message 
on the work-line. The CANCEL key allows deletion of the entry. Alternately, the user 
may press the RETURN hardkey and re-enter a group number. 
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r lo:04 23-APR-89 GROUP SUMMARY MlTELACD- 
Figure 8-7 Agent Group Summary Form 
Table S-11 Terms Used In Group Summary Display 
Term 
Gtp Num 
Group Name Meaning 
The agent group’s number. 
The agent group’s name as programmed in CDE. 
Current State 
AGENTS LOGGED ON 
NUM CALLS WTG 
ON ACD CALLS 
OFFERED 
ANSWERED 
OVERFLOWED The number of agents in thii group currently logged on. 
The number of ACD calls queued up, from all paths, for agents in 
this group. 
The number of agents in this group currently active on ACD calls. 
Summary - Last Hour 
The number of incoming ACD calls offered to the group from all 
paths. 
The number of incoming ACD calls answered by this group and the 
average duration of those calls. 
The number of calls that overflowed in any path while queued for 
this group as the primary group. 
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							ACD Monitors 
Agent Group Monitor Softkeys 
Softkeys which appear in the Agent Group Monitor window allow the supervisor to 
access detailed information on CDE programmed data, statistics gathered on the agent 
group over the past hour, and current group activity. The softkeys for the Agent Group 
monitor are described in Table 8-12. The displays that result from pressing the 
PROGRAMMING, STATISTICS 
and ACTlVlTYsoftkeys are discussed in greater detail 
in the following paragraphs. 
Table 8-12 Group Summary Form Softkey Labels 
Softkey Label 
2ROGPAMMING Functlon 
Displays the Group Programmed Data form that shows the programmed 
CDE entries for the agent group currently bracketed by the work line 
arrows. 
STATISTICS Accesses the Group Statistios form that provides a statistical overview of 
the group’s a&vii at the present moment, and a summary of statistics 
collected over the past hour. See page 620 8-21 for details. 
ACTIVITY Accesses the Group Activity display that shows a frequently updated 
view of current status of the agent group. See page 620 8-23. 
CANCEL Returns the user to the System level. Details of the System level are in 
paragraph 8.3. 
PRINT 
PAGE UP Starts a dump of this form to the printer used for the ACD Monitor Print. 
Accesses groups with lower numbers if there are more agent group 
summary lines than fit on one screen. The key only appears when an 
upward scroll can occur. 
PAGE DOWN Accesses groups with higher numbers if there are more agent group 
summary lines than ftt on one screenThe key only appears when a 
downward scroll can occur. 
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							ACD TELEMARKETER Application Package 
Group Programmed Data Display 
Pressing the PROGRAMMING softkey in the Agent Group Monitor window displays the 
Group Programmed 
Data form (Figure S-8). This form displays the data programmed 
during CDE for the agent group. 
Table 8-13 describes the softkeys presented with the Group Programmed Data 
Display. Table 8-l 4 describes the fields in the display. 
lo:04 23-APR-69 GROUP PROGRAMMED DATA MlTELACD-TER 1 
SUPER NAME: ADAMSON T. THRESHOLD 1 : 00:45 
SUPEXID : 102 
THRE!3EoIB 2 : 01:20 
o/F- : 02:OO 
SEN’R NAME : Em HARRY AFI’ER WORK : O&20 
SJZN’R ID : 100 
PROG AGTS : 12 
GROUP 1 A/VSALE 
.- 2- 3- 4- 5- CANCEL 
i- 7- a- 9-m o-RETURN 
I 
Figure 8-8 Group Programmed Data Display 
Table 8-13 Group Programmed Data Softkey Labels 
Softkey Label 
CANCEL 
PREVIOUS 
NEXT 
RETURN 
Function 
Returns the user to the System level. Details of the System level are in 
paragraph 
8.3. 
This softkey is present if groups exist that have lower access codes than the 
group being displayed. Pressing this key displays the activii for the next 
lower ACD Group. 
This softkey is present if groups exist that have higher access codes than the 
group being displayed. Pressing this key displays the activii for the next 
higher ACD Group. 
The RETURN key 
(either hardkey or softkey) returns the user to the Group 
Summary form. Refer to paragraph 8.5 for details. 
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