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Mitel SX 200 DIGITAL Pabx Shipping, Receiving, And Installation Information Manual
Mitel SX 200 DIGITAL Pabx Shipping, Receiving, And Installation Information Manual
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KEY 0203- 04 05 06 07 08 09 10 1112 13 14 15 Notes: 1. 2. 3. 4. 5. 6. 7.TABLE 3-45 (CONT’D) FORM 38 - ACD KEYS TEMPLATE AGENT TEMPLATE 3 ACD Keys Templates apply to SUPERSET 4 telephones only. Up to nine (9) templates may be defined. Three (3) for AGENT positions, three for SUPERVISOR positions and three for SENIOR SUPERVISOR positions. The system allows only one template for one type of ACD position in each Class of Service. Specify the function of each key in the TYPE field. The keys may have an “ACD KEYS” function or Speed Dial function. The default is Speed Dial. If the key function is “ACD KEYS”, select the key type QUEUE STATUS or MAKE BUSY for the Agent Templates. If the key is a Speed Dial number, specify the number in the SPEED DIAL NUMBER field. To prohibit display of a Speed Dial number at the set, specify “Private” in the PRIVATE field. Page 75
SECTION MITLSI 09-094-206-NATABLE 3-45 (CONT’D) FORM 38 - ACD KEYS TEMPLATE SUPERVISOR TEMPLATE 1 SUPERVISORTEMPLATE2 10 1112 13 14 15 Page 76
Installation Forms TABLE 3-45 (CONT’D) FORM 38 - ACD KEYS TEMPLATE SUPERVISOR TEMPLATE 3 Notes: 1. ACD Keys Templates apply to SUPERSET 4 telephones only. 2. Up to nine (9) templates may be defined. Three (3) for AGENT positions, three for SUPERVISOR positions and three for SENIOR SUPERVISOR positions.3. The system allows only one template for one type of ACD position in each Class of Service.4. Specify the function of each key in the TYPE field The keys may have an “ACD KEYS’ function of Speed Dial function. The default is Speed Dial.5. If the key function is “ACD KEYS”, select QUEUE STATUS, AGENT STATUS, or SHIFT for Supervisor Templates. 6.If the key is a Speed Dial number, specify the number in the SPEED DIAL NUMBER field.7. To prohibit display of a Speed Dial number at the set, specify “Private” in the PRIVATE field.Page 77
SECTION MITL9109-094-206-NATABLE 3-45 (CONT’D) FORM 38 - ACD KEYS TEMPLATE SENIOR SUPERVISOR TEMPLATE 1 10 1112 13 14 15 SENIOR SUPERVISOR TEMPLATE 2 10 1112 13 14 15 Page 78
Installation Forms TABLE 3-45 (CONT’D) FORM 38 - ACD KEYS TEMPLATE SENIOR SUPERVISOR TEMPLATE 3 Notes: 1. ACD Keys Templates apply to SIJPERSEJ 4 telephones only. 2. Up to nine (9) templates may be defined. Three (3) for AGENT positions, three for SUPERVISOR positions and three for SENIOR SUPERVISOR positions. 3. The system allows only one template for one type of ACD position in each Class of Service. 4. Specify the function of each key in the TYPE field. The keys may have an “ACD KEYS” function or Speed Dial function. The default is Speed Dial. 5.If the key function is “ACD KEYS”, select QUEUE STATUS, or SHIFT for Senior Supervisor Templates. 6.If the key is a Speed Dial number, specify the number in the SPEED DIAL NUMBER field. 7. To prohibit display of a Speed Dial number at the set, specify Private in the PRIVATE field. Page 79
SECTION MITL9109-094-206-NATABLE 3-46 FORM 39 - ACD AGENT GROUPS SHEET _ OF _ACD Group Number: -ACD Group Name:1 AGENT ID 1AGENT NAME1 COS 1REPORT ID (Note 5) (Note 5) (Note 5) (Note 5) (Note 5) (Note 5)I I (Note 5) (Note 5) (Note 5)I I (Note 5) (Note 5) (Note 5) (Note 5)I I (Note 5) (Note 5) (Note 5)I I (Note 5) (Note 5) (Note 5)I I (Note 5) (Note 5)(Note 5)Notes: 1. Specify the ACD Group number (1 - 50). 2. Specify the ACD Group name (8 characters maximum), if assigned.3. Specify the Agent ID in the AGENT ID column. The total number of ACD agents, supervisors and senior supervisors must not exceed 999.4. Specify the Agent Name in the AGENT NAME field. The Agent name can be up to 10 characters, and cannot start with ‘*‘.5. The REPORT ID field is automatically assigned by the system. Page 80
Installation Forms TABLE 3-47 FORM 39x - ACD AGENT GROUP OPTIONS SHEET _ OF _ACD Group Number: -Afterwork Timer Overflow Timer First Status Threshold Second Status ThresholdACD Group Name: OPTION (MM:SS) 0 - 15:00 (Default is 0:OO) (MM:SS) 0 - 54:00 (Default is 9:OO) (MM:SS) 0 - 54:00 (Default is 03:OO) (MM:SS) 0 - 54:00 (Default is 06:OO)STATUS ACD Group Number: -ACD Grouo Name: Afterwork Timer Overflow Timer First Status Threshold Second Status ThresholdOPTION (MM:SS) 0 - 15:OO (Default is 0:OO) (MM:SS) 0 - 54:00 (Default is 9:OO) (MM:SS) 0 - 54:00 (Default is 03:OO) (MM:SS) 0 - 54:00 (Default is 06:OO)STATUS ACD Group Number: -Afterwork Timer Overflow Timer First Status Threshold Second Status ThresholdACD Group Name: OPTION (MM:SS) 0 - 15:00 (Default is 0:OO) (MM:%) 0 - 54:00 (Default is 9:00) (MM:SS) 0 - 54:00 (Default is 03:OO) (MM:SS) 0 - 54:00 (Default is 06:OO)STATUS ACD Group Number: -Afterwork Timer Overflow Timer First Status Threshold Second Status ThresholdACD Group Name: OPTION (MM:SSl 0 - 15:OO (Default is 0:OO) (MM:SS) 0 - 54:00 (Default is 9:OO) (MM:SS) 0 - 54:00 (Default is 03:OO) (MM:SS) 0 - 54:00 (Default is 06:OO)STATUS Notes: 1. x This form is nested and can only be accessed from Form 39 (ACD Agent Groups). 2. Specify timer lengths in the STATUS column. Page 81
SECTION MITL9109-094-206-NATABLE 3-48 FORM 40 - ACD SENIOR SUPERVISORS Notes: 1. Specify the ACD Senior Supervisor ID Code in the ACD Senior Supervisor ID Code column. The ID is a 1 - 5 digit access code, subject to the same rules as access codes for stations and sets. 2. Specify the Senior Supervisor Name in the Name column. 3. Specify the Senior Supervisor COS in the COS column. 4. The REPORT ID field is automatically assigned by the system. Page 82
Installation Forms TABLE 3-49 FORM 40x - ACD SENIOR SUPERVISOR GROUPS SHEET _ OF _Senior Supervisor IDSenior Supervisor Name: Notes: 1. Specify the Senior Supervisor ID.2. Specify the Senior Supervisor Name, if assigned. The name can be up to 10 characters long; it must not begin with the character “*“.3. Specify the IDS of the Supervisors that report to the Senior Supervisor in the SUPERVI- SOR ID column. List all groups reporting directly to the Senior Supervisor (with no Supervisor) at the beginning of the form. Mark “No Supervisor” in the SUPERVISOR ID column. 4. Specify the name of each Supervisor in the Supervisor Name column.5. The REPORT ID field is automatically assigned by the system. 6. x This form is a nested form and can only be accessed from Form 40 (ACD Senior Supervisors).Page 83
SECTION MITL9109-094-206-NATABLE 3-50 FORM 41 - ACD PATH SHEET _ OF _ACD PATH NUMBER:ACD PATH NAME: OPTIONSSTATUS Access Code For This ACD Path Primary ACD Agent Group Delay For Ringback(MM:%)Recording 1 : Start Time (MM:SS) 0O:OO - 54:00 Recording 1 : Access Code Recording 1 : Music Source Following Recording 2 : Start Time (MM:SS) 0O:OO - 54:00 Recording 2 : Access Code Recording 2 : Music Source Following Recording 3 : Start Time (MM:SS) 0O:OO - 54:00 Recording 3 : Access Code Recording 3 : Music Source Following1 Recording 4 : Start Time (MM:SS) 0O:OO - 54:00IIRecording 4 : Access Code Recording 4 : Music Source Following1 Overflow 1 Agent Group IIOverflow 2 Agent Group Overflow 3 Agent Group Interflow Timeout (MM:SS) 0O:OO -54:00 (Default 54:00) Interflow Point Access Code(Default is DROP CALL) Do an Overflow to Interflow Point(Default is FALSE) I Priority1 * 99 (Default is 99, the lowest priority)IINotes: 1. Specify the ACD Path Number. 2.Specify the ACD Path Name, if assigned. It can be up to 8 characters long.3. By default: No recordings will be played The system music source is heard between recordings No rerouting to overflow agent groups will be done No Interflow will be done.4. Recordings and Overflow Agent Groups must be specified in order. For example, the programmer cannot edit “Recording 3 Start Time”, unless “Recording 1” and “Recording 2” are both assigned. Page 84