Mitel SX-200 Practices page 809

3.1
This section of the practice introduces the ACD TELEMARKETER feature for the
SX-2UU DIGITAL PABX, and describes the following components of the ACD
TELEMARKETER system:
l
ACD Call Flow
l
ACD Positions
. ACD Path
l
Recorded Announcements
l
Real-time Displays
l
Summary Reports
0 ACD TELEMARKETER Reporting System
ACD TE6EMARKETER
Overview
3.2 The ACD TELEMARKETER Application Package is an advanced Automatic Call
Distribution (ACD) system that is fully integrated with the MITEL SX-200 D/G/TAL
PABX, and designed with the power and performance needed to ensure satisfaction
in the the most demanding telemarketing environments. For maximum efficiency, all
ACD personnel use SUPERSET4telephones programmed with special displays and
softkeys. The displays provide call status and progress messages; the softkeys give
single button selection of ACD features.
ACD Path
The heart of the ACD TELEMARKETER feature is the ACD Path, an innovative call
routing design that guides incoming calls through the system. The path defines all
information required for each type of call including how the system is to handle callers
placed in a queue to wait for an agent,
With 99 ACD Paths in the system, customized routing is available to every conceivable
type of incoming call. This centralization of routing parameters gives users unmatched
flexibility when programming and adding new features,
Priority designations of I to 99 may be assigned to each Path, allowing calls arriving
on high priority paths to move directly to the front of the call queues. Higher priority
paths are also given special treatment when placed in overflow queues, Lower priority
calls in the same overflow queue maintain their position in relation to each other, but
the system places them behind priority calls.
A key element of the ACD TELEMARKRER feature is the Predictive Overflow used
by the system to keep call queueing time to a minimum. The system performs a load
calculation when each new call arrives at an agent group, or when the status of an agent
9109-096-62O-NA
Issue 1 Revision 0
620 3-l