Mitel SX-200 Practices page 868

ACD TELEMARKETER Application Package
The following subsections provide an overview of the upper levels of monitor hierarchy:
The System Activity monitor displays the current status of the ACD system. The display
shows the number of agents logged in, the number of calls in the system, and general
statistics on agent performance.
The Path Summary monitors are a series of displays for individual paths. Displays
include the CDE programmed parameters of the path, the current activity on the path,
and-a brief statistical analysis for the path.
The-Agent Groups Summary monitors are a series of displays for individual. agent
groups. Displays include the CDE programmed data for each agent group, the current
'activity of the group, and a brief current and historical analysis of statistical data for the
group.
The Agent Information monitors are a series of displays for individual ACD agents,
Displays include CDE programmed data for each agent in the system, the current
activity of the agents, and a brief current and historical analysis of statistical data for
the agents.
Accessing Monitors
10.3 The Monitors are accessed through a fllOO--type terminal connected to a dataset.
The dataset connects each Data Terminal (DTE) to a DNIC circuit on the PABX. The
DTE connected to the dataset must be an ASCII data device using an RS-232C
interface. As many as four users can access the Monitors simultaneously. Most
displays are updated every 5 to IO seconds. This update rate will vary depending on
the number of users currently requesting monitor displays. The following subsections
describe how to access the ACD monitors.
Perform the following steps to gain access to the monitors through a WIOO-type
terminal:
Press <Return> key
System Response: (See Note)
Welcome to Mite1 SX-200 DIGITAL Data Switching
*
Note: The system response is a programmable herald that is selected during the programming
of the Data Transceiver's Class Cf Service. Refer to Practice 91094X%-2l&NA,
Customer Data Entry, for details.
To request the monitors, enter:
MONITOR ACD
ZACD
620 10-2
Revision 0 9109-096-62O-NA Issue 1