Mitel SX-200 Practices page 814

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ACD TELEMARKETER

Application Package

Primary Agent

First Ovetfiow

Second Overflow

Third Overflow

To lntetflow

Figure 3-2 Overflow/lntetilow

9. As shown in Figure 3-2 if the call remains unanswered for a period exceeding the

Inter-flow Timeout programmed for the path, the system routes the call to the inter-

flow point which can be an internal or external destination. The call is handled as a

call reroute.

The system considers an ACD caller anyone who is on, or has been answered by an

ACD path. Once answered, the ACD caller status remains while the caller is talking

to an agent, on hold by an agent, or in the process of being transferred by an agent.

After an ACD caller has been answered by an agent, the PABX reverts to normal call

handling but provides additional tracking for ACD session timing, ACD hard-hold

timing, and the caller's identification as an ACD caller. When an ACD caller reaches the

console through either a supervised or unsupervised transfer, the ACD caller status

ends. If, during a supervised transfer, the person performing the transfer remains on

the line after the console answers, the ACD session is terminated.

9109-096-62O-NA

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