Mitel SX-200 Practices page 813

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Feature
Note: Once the agent set begins ringing, the call must be answered. If the called agent fails to
answer within the period programmed for the Forward Timer in the agent's COS, the
system forces the agent's set into Make Busy and routes the call to another agent in the
group. This operation is transparent to the caller.
3. System connects caller to the first available RAD in the first recording group defined
for the path.
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Caller listens to first recording. Call remains queued on first agent group.
4. When RAD message ends, system connects call to music-on-hold (MOH) source
or to first alternate source as defined for the path.
9 Caller hears music or alternate source.
5, After time interval programmed in the path for Recording 2 starts, system connects
call to first available RAD in second recording group defined for the path.
0 Caller listens to second recording. Call remains queued on first agent group.
6, System connects call to MOH source or to second alternate source as defined for
the path.
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Caller hears music or alternate source.
. Caller continues listening to music and recorded announcements until an agent
is available. Timing is set in CDE .
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Up to four recordings can be programmed for each path.
7. If the call remains queued against the first agent group for a period exceeding the
overflow time programmed for the group, the system adds the first overflow group
defined for the path.
0 Caller is now queued on two groups.
* Caller continues listening to music and recorded announcements until an agent
is available.
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Caller retains position in queue for primary agent group
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Path priority determines position of call in overflow group.
The system can add up to three overflow groups if a call remains unanswered.
Overflow times are programmed individually for each agent group, Figure 3-2
shows how overflow groups are added as the caller waits in the queue.
8. The system performs a load calculation when each new call arrives at an agent
group, or when the status of an agent changes. If the system predicts that a call will
not be answered before the overflow timer expires, the system forces an immediate
overflow. This predictive overflow is always enabled.
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