Mitel SX-200 Practices page 821

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ACD TELEMARKETER
Feature
The system connects callers only if the device is off hook. There are no restrictions on
how paths share alternate music sources.
Note: Depending upon country of installation, the alternate musicsource must be either an FCC
Part 66 or DOC approved voice coupler, or voice connecting arrang,ement to an ONS
circuit.
Recorded Announcements
, 3.10
The
ACD EEMARKEER
feature uses recorded announcemenfs to tell callers
about the progress of their call while waiting in the queue for the first available agent.
Recorded announcement devices (RADs) and recording groups are described
below.
RADS
A recorded announcement device (RAD) is a digital or endless-loop tape unit that can
store one or more prerecorded messages. The required RADs are designed for
connection to ONS circuits, and appear as a standard telephone to the PABX. The
RAD's message is played when the unit is triggered by ringing current. In the
ACD
7..MMA/KflE/?feature, the recorded messages are given while callers are waiting
in the queue for a free agent.
The SX-ZOO DIGITAL system supports 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.
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,
9109-096-62O-NA
Issue 1
Revision 0
620 3-13