Mitel SX-200 Practices page 797

Table of Contents
1, GENERAL
ReasonforReissue
.........................................................
620 l-l
IntendedAudience ..........................................................
620 l-l
ManualStructure
...........................................................
620 l-l
Conventions ...............................................................
620 l-2
'KeyN~mes .............................................................
620 l-2
DataEntry
.............................................................
620 l-2
Data Entry Instructions
................................................... j 620 l-2
Asso~atedDocuments .......................................................
620 l-2
2,
ACD Overview
Automatic Call Distribution
.................................................... 620 2-l
ACDApplications
...........................................................
620 2-l
CallQueueing
..............................................................
620 2-l
Staffing an ACDSystem ......................................................
620 2-2
Reports ...................................................................
620 2-2
Monitors ..................................................................
620 2-2
3,
ACD TELE/WARKETE!?@
FEATURE
ACD TELEMARKETER Overview
.............................................. 620 3-l
ACDPath ..............................................................
620 3-l
Displays ...............................................................
620 3-2
Printed Reports
.........................................................
620 3-2
Mobility ................................................................
620 3-2
Sets ..................................................................
620 3-2
Summary .................................................................
620 3-2
ACD TELEMARKETER
Reporting System ........................................ 620 3-3
ACDCall Flow
............................................................. 620 3-4
ACDCaller
................................................................
620 3-6
LongestldleAgent ..........................................................
620 3-7
s ACDPositions .............................................................
620 3-7
AgentGroup.........~............................................~
.....
620 3-6
Agents ................................................................
620 3-9
Supervisor
.............................................................
620 3-9
SeniorSupe~isor
........................................................
620 3-9
ACDPath .................................................................
620 3-10
PathAccessCode
.......................................................
620 3-10
PathPriority ............................................................
620 3-10
PathAccess ............................................................
620 3-11
PathRerouting ..........................................................
620 3-11
ServiceLevel ...........................................................
620 3-11
Ovemow............~ ..................................................
620
3-11
9109-09662O-NA
Issue 1
Revision 0
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