Mitel SX 200 DIGITAL Pabx Shipping, Receiving, And Installation Information Manual

							Customer Data Entry (CDE)
Overflow Timer: This timer specifies the maximum time a call can
wait for answer in this ACD Group. When the time period has elapsed,
the call is sent to the Overflow destination. The timer has a range of0O:OO to 54:00 (Minutes:Seconds). The default is 0O:OO.First Status Threshold: This threshold time provides a visual indica-
tion to the Supervisor that the system has reached a defined level of
activity. When any call has waited for the defined time period, the
supervisor’s Queue Status LCD shows a light circle in a dark square.
The threshold has a range of 
0O:OO to 54:00 (MinutesSeconds). The
default is 
03:OO. The First Threshold time must be less than the Second
Threshold time.
Second Status Threshold:This threshold time provides a visual
indication to the Supervisor that the system has reached a defined
level of activity. This is a higher level of activity than the First Status
Threshold represents. When any call has waited for the defined time
period, the supervisor’s Queue Status LCD shows a dark square. The
threshold has a range of 
0O:OO to 54:00 (Minutes:Seconds). The time
must exceed that defined for the First Status Threshold.
Page 159 
						

							SECTION MITL9109-094-210-NAForm 40 
- ACD Supervisors
4.165 The ACD SUPERVISORS form shows the ID numbers and names
of ACD senior supervisors. A 
subform lists the supervisors.
These forms cannot be accessed unless the “ACD Enable” system
option is enabled.
TABLE 4-60
FORM 40 
- ACD SENIOR SUPERVISORS
CDE TERMINAL DISPLAY
II:01 PM 15-JAN-88alarm status = NO ALARM
ACU SENIOR SUPERVISOR ID CODESNAMECDSREPORT ID
27811ROOOI 5342JLRY SMITH10R00025345J. SLMMERS
12R00031
342
JUIY SMITH10R00025
-FIND 
GROUPZ-FIND SUPER3-ADD4-TOP5-BO1TOMi-QUIT7-
8-DELETE
g-EXPANDO-ATTENDANT CONSOLE DISPLAY
ACD SENIOR SUPERVISOR ID 
CODESNAMECOSREPORT ID342JleDY SMITH10R00025Fl>FIND GROUPFZ>F I ND SUPERF3>PDDF4>TOPFS>BOl-K&lF6>oU I TF7>F8X)ELETEFS>EXPPNDFO>4.166 Field Description
AGENT IDS: This field lists the Agent ID codes. The form is sorted by
ID code.
NAME: Senior supervisor and supervisor names are carried to the set
where they log on. Their ID’s are used for logging on.
COS: This field specifies the Class of Service of each Senior Supervi-
sor. The range is 1 to 50.
REPORT ID: These are system-generated numbers the ACD Reporting
package uses to track each Senior Supervisor.
4.167 Commands
I-FIND GROUP: The FIND GROUP 
softkey displays ENTERACD GROUP
NUM:on the command line. When the group number is entered, the
Page 160 
						

							Customer Data Entry (CDE)
requested group is displayed. If the requested group is assigned to a
senior supervisor, that senior supervisor’s sub-form is shown, with the
cursor pointing at the requested group.
2-FIND SUPER: The FIND SUPER softkey displays ENTER SUPERVISOR
OR SENIOR SUPERVISOR ID : on the command line. The data base is
searched for this senior supervisor or supervisor ID. If the requested
senior supervisor exists, the top level form is shown, with the cursor
pointing at the requested ID. If the requested supervisor exists, the
sub-form is shown, with the cursor pointing at the requested ID.
2-NEW REP ID: This 
softkey appears when the programmer modifies
the NAME or SUPERVISOR ID field. Pressing the 
softkey causes the
system to generate a new code in the REPORT ID field. There is no
other way to modify the Report ID.
3-ADD: This 
softkey appears upon entry to the form and is used to
add additional senior supervisors to the form. When assigning an
agent as a Senior Supervisor, only the ID field needs to be filled in. The
NAME field will be filled automatically when the ENTER key is pressed.
When the ADD 
softkey is pressed, the form is in the ADD mode. To
leave ADD mode, use the QUIT sof-tkey.
4-TOP: Pressing the TOP 
sof-tkey places the line pointer at the first
line of the form. The command line displays the first line.
5-BOTTOM: Pressing the BOTTOM 
softkey places the line pointer at
the last line of the form. The command line displays the last line.
6-QUIT: Pressing the QUIT 
softkey returns the user to the main menu.
Refer to Table 4-2, Available Forms.
8-DELETE: The DELETE 
softkey deletes the current senior supervisor.
O-EXPAND: The EXPAND 
softkey displays the Expand sub-form, which
lists all the groups of the supervisors under the current senior su-
pervisor. The sub-form is sorted by supervisor ID code. All groups
reporting directly to the Senior Supervisor are listed at the end of the
form in order of group number.
Page 161 
						

							SECTION MITL9109-094-210-NAExpand Sub-form for Form 40
4.168 For each senior supervisor, this form lists the assigned ACD
Groups and their supervisors. The programmer positions the
line pointer at the desired Senior Supervisor in the ACD Senior Su-
pervisors form and presses the EXPAND 
softkey.TABLE 4-61
EXPAND 
SUBFORM FOR FORM 40
CDE TERMINAL DISPLAY
II:01 PM 15-JAN-88
alarm status = NO ALARM
GRPS OF JUDY SMITH 342 R00025
SUPER IDSUPER NAME CDSREP ID
1110GARY SMITH 23ROOOI 0
I112
115
PAT OAKf iROOOI 1
ROOOI 2
6115PAT OAK22
ROOOI 2
23115
PAT OAK22ROOOI 2
IX137
20R00008
NO SUPER
12NO SUPER
31ND SUPER
1110GARY SMITH
23ROOOI 0
#-FIND GROUP2-FIND SUPER3-ADD4-TOPB-BOTTOM
I-QUIT7-8-DELETE9-NO SUPERO-ATTENDANT CONSOLE DISPLAY
GRPS OF JUDY 
SMITH 342 R00025SUPER ID SUPER NAME CDSREP ID1110GARY SMITH
23 ROOOIOFl>FIND GRCIUPF2>F I Ml SUPERFB>ADDF4>TOPFB>BOlToMF6>0U I TF7>F8>DELETEF9>NO SUPERFO>4.169 Field Description
Header: The 
subform header shows the senior supervisor’s name, ID
and Report ID. If the senior supervisor has no name programmed, the
header will show the senior supervisor’s number.
GRPS OF: This field lists the Agent Groups reporting to the Senior
Supervisor. All groups reporting directly to the Senior Supervisor (with
no Supervisor) are listed at the bottom of the form, sorted by Agent
Group number. Groups that have Supervisors are sorted by Supervisor
ID. Groups with the same Supervisor are sorted by Agent Group num-
ber.SUPER ID: This field lists the Supervisor ID number for each Supervi-
sor under the Senior Supervisor. If a group has no supervisor, the field
displays NO SUPER.
SUPER NAME: The Supervisor’s name can be programmed in this
column. It can be up to 10 characters long; it must not begin with the
Page 162 
						

							Ctistomer Data Entry (CDE)
character 
“*“.COS: This field lists the Class of Service of each Supervisor.
REPORT ID: These are system-generated numbers the ACD Reporting
package uses to track each Supervisor.
4.170 Commands
1 -FIND GROUP:
The FIND GROUP 
softkey displays ENTER ACD
GROUP NUM: on the command line. When the group number is en-
tered, the requested group is displayed. If the requested group is
assigned to a senior supervisor, that senior supervisor’s sub-form is
shown, with the cursor pointing at the requested group.
2-FIND SUPER: The FIND SUPER 
softkey displays ENTER SUPERVISOR
OR SENIOR SUPERVISOR ID : on the command line. If the requested
senior supervisor exists, the top level form is shown, with the cursor
pointing at the requested ID. If the requested supervisor exists, the
sub-form is shown, with the cursor pointing at the requested ID.
2-NEW REP ID: This 
softkey appears when the programmer modifies
the SUPER NAME or SUPER ID field. Pressing the 
softkey causes the
system to generate a new code in the REP ID field. There is no other
way to modify the Report ID.
3-ADD: Pressing the ADD key assigns a group and its supervisor to
the displayed senior supervisor. Any previous assignment for that
group is deleted. Groups can be reassigned at any time, even while
active.
4-TOP: Pressing the TOP 
softkey places the line pointer at the first
line of the form. The command line displays the first line.
5-BOTTOM: Pressing the 
BOTTOM softkey places the line pointer at
the last line of the form. The command line displays the last line.
6-QUIT: Pressing the QUIT 
softkey exits Form 39 and returns the user
to the main menu. Refer to Table 4-2, Available Forms.
8-DELETE: The DELETE 
softkey deletes the current group from the
current senior supervisor. This is permitted even if the agent group
has agents assigned to it. It will result in the group having no senior
supervisor, and no supervisor.
9-NO SUPER: The NO SUPER key assigns the Agent Group directly to
the Senior Supervisor; the group has no Supervisor.
Page 163 
						

							SECTION MITL9109-094-210-NAForm 41
- ACD Path
4.171 This CDE form defines routing for ACD calls. It cannot be ac-
cessed unless the “ACD Enable” System option is enabled. Each
path has its own form.
II:01 PM 15-JAN-88TABLE 4-62
FORM 41
- ACD PATH
CDE TERMINAL DISPLAY
alarm status 
= NO ALARM
[ ACD PATH: 37 SALESI OFTICNSAccess Code For This 
ACD Path
Primary ACD Agent Group
Delay For 
Ringback (MM:SS)Recording 1: Start Time (f&l:SS)Access Code
Music Source Following
Recording 2 : Start Time 
(h?vl:SS)Access Code
Music Source Following
Recording 3 : Start Time 
(Wl:SS)Access Code
Music Source FollowingSTATUS
2322
:0:0300:034001
7701
IO:034002
770120:034003
Access Code For This ACD Path2322
Z-NEW REP ID3-PATH NAME4-TOP
5-BOl-RXli-QUIT7-ACD PATH8-DELETE PATH
g-DELETE FIELD O-ATTENDANT CONSOLE DISPLAY
1 ACD PATH: 37 SALES . 1 OPTIONSSTATUS
Access Code For This ACD Path2322
Fl>FZX’JEW REP ID F3>PAlH NAMEF4>TOPF5>BDlTMFGXU I TF7>ACD PATHF8X)ELETE PATH F9X)ELETE FIELD FO>
4.172 Field Description
Header: The header displays the ACD Path number and name.OPTIONS: The Options field lists the programmable timers and op-
tions for the ACD Path.
STATUS: The status field is the only field that can be edited; however,no fields on an ACD path can be edited without first assigning the
“Access Code For This ACD Path”, and the “Primary ACD Agent Group”
(the first two lines on the form).Page 164 
						

							Customer Data Entry (CDE)
4.173 Options DescriptionIOPTIONS FOR ACD PATH
Access Code For This ACD Path
Primary ACD Agent Group
Delay For 
Ringback (MM:SS)Recording 1 : Start Time (MM:SS)Access Code
Music Source Following
Recording 2 :Start Time 
(MM:SS)Access Code
Music Source Following
Recording 3 : Start Time 
(MM:SS)Access Code
Music Source Following
Recording 4 :Start Time 
(MM:SSAccess Code
Music Source Following
Overflow 1 Agent Group
Overflow 2 Agent Group
Overflow 3 Agent Group
Interflow Enabled
Interflow Timeout 
(MM:SS)Interflow Point Access Code (Default = DROP CALL)
Allow Overflow to Interflow Point Before Timeout
Priority
Access Code For This ACD 
Pathland Primary ACD Agent Groupmust
be defined to establish an ACD Path. Until this is done, no other
options can be edited.
Recording n: Start Time (MM:SS) is counted from when a caller has
finished the Delay For 
Ringback period. The range of this timer is 0O:OOto 54:oo.
Recording 1 must be defined before Recording 2, Recording 2 before
Recording 3, Recording 3 before Recording 4. For example, the pro-
grammer cannot edit “Recording 3: Start Time”, unless “Recording 2”
and “Recording 1” are both defined. If  is pressed from
a blank “Recording n: Start Time” field, the cursor moves to “Overflow
1 Agent Group”.
Each recording’s start time must be later than the preceding record-
ing’s start time.
Recording n: Access Code must be an access code for a Recording
Hunt Group. The programmer cannot make an entry for this option
until a Start Time is defined for the recording. Once a recording start
time is entered, the programmer can only move back and forth be-
tween the Start Time and Access Code fields for that recording, until
both fields are filled or deleted (by the DELETE FIELD key). PATH NAME,
ACD PATH, and DELETE PATH keys are removed during this time too.
Music Source Following defines, for each recording, an ONS port to
which the caller will be connected when the recording ends. The ONS
Page 165 
						

							SECTION MITL9109-094-210-NAport is permanently off-hook with a music source connected. The
caller stays connected until the call is answered or another scheduled
recording plays. If no music source is defined, the Music on Hold
source is used. If this is not provided, the caller receives silence.
Overflow 1 Agent Group must be defined before Overflow 2 Agent
Group, Overflow 2 Agent Group before Overflow 3 Agent Group. If
 is pressed from a blank “Overflow X Agent Group”, the
user is positioned at the “Inter-flow Timeout” field.
Interflow Enabled, when set to YES, allows the waiting ACD call to
exit ACD and be answered at a defined Interflow Point. Default is NO.
Interflow Timeout 
(MM:SS) specifies when a waiting ACD call should
be directed to the Interflow Point. The timer has a range of 
0O:Ol to
54:O0. The default is 54 minutes.
Interflow Point Access Code can be an extension number, another
ACD Path, a Hunt Group (including a UCD Agent Hunt Group), a System
Abbreviated Dial number, Night Bells or DROP CALL.
Priority for the ACD Path has a range of 1 (highest priority) to 99. Calls
are answered in order of priority. Default priority is 99.
4.174 Commands
P-NEW REP ID: Pressing the 
softkey causes the system to generate a
new code in the header Report ID field. There is no other way to
modify the Report ID.
3-PATH NAME: The PATH NAME 
softkey displays ENTER PATH NAME:
on the command line. When the name (up to 8 characters) is entered, it
appears on the form top line, beside the path number. This 
softkeyappears only after the first two lines of the form are both filled.
7-ACD PATH: Pressing the ACD PATH 
softkey displays ENTER ACD
PATH NUMBER: on the command line. This 
sof-tkey appears whenever
the first two lines of the form are either both filled or both empty.
8-DELETE PATH: Pressing the DELETE PATH 
sof-tkey displays the QUIT
and ENTER softkeys. Pressing ENTER deletes the ACD path. Pressing
QUIT restores the 
softkeys without deleting the ACD Path.
O-DELETE: Pressing the DELETE FIELD 
softkey blanks the specified
status field. It is provided at the following lines only:
0Recording X Start Time
0Recording X Access Code
0Recording X Music Source Following
0Overflow X Agent Group
0Inter-flow Point Access Code
If the DELETE FIELD key is used on the “Inter-flow Point Access Code”
Page 166 
						

							Customer Data Entry (CDE)line, the STATUS will automatically be set to “DROP CALL”.A TRUE or FALSE 
softkey will appear in softkey position 1 when the
user is editing the “Allow Overflow to Inter-flow Point Before Timeout”
or “Inter-flow Enabled” lines.
Functional Constraints
1.MIN & MAX ACD PATHS: 1 - 99
2.MIN & MAX INTERFLOW TIMEOUT: 0O:OO - 54:00
3.MIN & MAX START TIMES: 0O:OO - 54:00
4.MIN & MAX PRIORITIES: 1 - 99 ( 1 is highest priority )Page 167 
						

							SECTION MITL9109-094-210-NAForm 42 
- Tl Link Descriptors
4.175 The 
Tl Link Descriptors define the parameters that control the
behaviour of each Tl link. The form provides 10 programmable
descriptors. The main form displays the number of users of each
descriptor. A 20 character comment field is provided for each descrip-
tor.
TABLE 4-63
FORM 42 
- Tl LINK DESCRIPTORS
CDE TERMINAL DISPLAY
11 
:Ol PM 15-JAN-88alarm status = NO ALARM
DESCR I PTORLINK PlPENUlBER OF LINKS ASSIGNEDCOMMENTS
01
Tl DSI0
X%Tl DSITl DSI8
ElTl DSITl DSI::
06Tl DSI07Tl DSI:
iiTl DSI0Tl DSI0
10Tl DSI0
01
Tl DSI0
l-2-3-4-5-
B-QUIT
7-8-SEL. OPTIONg-REV I EWO-ENTER
ATTENDANT CONSOLE DISPLAY
DESCR I PTORLINK TYPEkUlBER OF LINKS ASSIGNEDCOMIENTS
01TlDSI0
&lUlT2>3>4>5>7>8>SEL. OPTION9>REV I EWOXNTER4.176 Field Description
DESCRIPTOR: This field lists the Descriptor numbers. It cannot be
edited.
LINK TYPE: This field lists the type of link for each descriptor. Only 
Tl
DSl is available. This field cannot be changed.
NUMBER OF LINKS ASSIGNED: This field lists the number of links
assigned this descriptor in the 
Tl Link Assignment form.
COMMENTS: This 20-character field is provided for the programmer’s
notes. The system does not use this information.
Page 168