Mitel SX-200 Practices page 812

ACD TELEMARKETER Application Package
Daily reports generated from this database include:
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ACD Agent Daily Activity Report listing hourly totals by agent ID
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Agent Group Daily Activity Repott with hourly totals handled by each agent group
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Trunk Daily Activity Repott with hourly totals of calls handled by individual trunks
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Path Activity Report with detailed statistics for all ACD calts
Weekly and Monthly Summary Reports include:
9 Agent Activity Summary Report with daily totals by ID and agent name
t
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Agent Group Summary Report listing daily totals by agent group
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Trunk Summary Report with daily totals of calls carried by a particular trunk
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Path Activity Report listing daily totals by path
ACD Call Flow
3.5
The following paragraphs describe the handling of a typical ACD call arriving at the
system on an incoming trunk. Included is a description of what the caller hears at
each stage of the call. Figure 3-lshows the system action in determining what the
caller hears while in the queue.
System
Action
Caller
Hears
Time P
I I I I
Ringback ' First FW ' Music
I
' Second FiAD ' Music
*
Delay
' Agent
Source
Source
Answers
(Ringback) (Recording) (Music) (Recording)
(Music)
&wt)
Figure 3-l ACD Call Progress - All Agents Busy
1. ACD Call arrives at the path specified as the answer point for the trunk.
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As shown in Figure 3-l the caller hears ringback until the Ringback Delay timer
expires. This timer ensures the caller hears at least one ringback before an agent
answers.
2. The incoming call queues on the primaty agent group for the path.
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tf agent is available, call rings agent, (See Note).
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tf multiple agents are available, the calt rings the longest idle agent; if not, Caller
waits for first recorded announcement.
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Revision 0 9109-096-62CLNA
Issue 1