Mitel SX-200 Practices page 811

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ACD TELEMARKETER
Feature
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Different sources of music (alternate and System)
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Three overflow groups and an inter-flow point per path
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System messages to simplify programming and eliminate errors
in addition, callers never experience ring no answer; after three rings (or as
programmed in the Call Forward - Don't Answer timer) the system places a set in Make
Busy mode and delivers the call to the next available agent,
The SUPERSET 4 telephone offers:
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Single key feature activation
,
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Supervisor monitoring of agent calls with or without agent notification
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Agent help requests during a conversation -transparent to ACD callers
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HandseVhandsfree/headset operation
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LCDs load status indication
0 Auto answer
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Trne and date display
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Path name display when calls are presented to the agent
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Make Busy keys to temporarily block ACD calls from agents sets
. A programmable name for every ACD entity: paths, RADs, Groups, Agents and Su-
pervisors
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A programmed set of Speedcall keys (via CDE programming)
ACD THHl&V?K~ER Reporting System
3.4
To complement the built-in monitoring capabilities of the ACD TELEMARKETER
feature package, MITEL has introduced the ACD TELEMARKETER Reporting
System, a PC-based software package for collecting ACD data generated by the
SX-ZOO DIGITAL PABX which produces a series of daily, weekly and monthly
historical reports.
The ACD TELEMARKRER Reporting System runs on an IBM AT or compatible
connected to the SX-200 DIGITAL PABX through an RS-232C interface. The system
is easy to learn, using menu driven displays with full-color graphics. On-line help is
available for all commands and applications.
During initial installation, the user creates a Reporting System database containing all
agent, path, and trunk information. Once operational, the PC collects data from the
SMDR information generated by the PABX, analyses the information using the
Reporting System database, and generates a series of detailed reports covering
agents, groups, paths and trunks.
The daily reports can be printed automatically at predetermined times and can include
daily, weekly and monthly summaries.
9109-096-62O-NA
Issue
1
Revision
0 620 3-3