Mitel SX-200 Practices page 815

ACD TELEMWIKETER Feature
longest idle Agent
3.7
If multiple agents are free when an ACD call is presented to a group, the system
sends the call to the longest idle agent. To select the longest idle agent, the system
gives a number to the first agent to finish an ACD call. The next agent to finish an
ACD call is given the next higher number, and so on. When a call arrives at the
group, the system sends the call to the agent with the lowest number.
This ordering does not depend upon the agent being idle. Only ACD calls affect an
agents number. The number does not change if the agent makes a non-ACD call.
During the non-ACD call the system does not present ACD calls to;the agent. The
,
agent, however, may be next in line for an ACD call when the nor&ACD call terminates.
ACD Positions
3.8 The ACD TELEMARKETER feature package structures the personnel handling ACD
calls into a hierarchy of ACD positions. The ACD package supports three types of
positions: Senior Supervisors, Supervisors, and Agents. Figure 3-3shows an
example of the ACD hierarchy.
ACD calls entering the system normally terminate on an agent position. Agents
handling similar types of calls are arranged in Agent Groups. Supervisors and Senior
Supervisors monitor agent and system performance, but do not handle ACD calls.
,As shown in Figure 3-3every Supervisor, Senior Supervisor, and Agent has an ID
number. This is a 1- to Higit number assigned during customer data entry. Before
they can receive ACD calls, the agent or supervisor must log in to the system by dialing
an access code followed by the appropriate ID number. Agent Groups and the three
ACD positions are described below.
The PABX treats the ID number assigned to each position as an access code. This
number can be directly dialed by other devices in the system as normal extension
numbers.
Note: An ACD Agent is considered not available for an ACD call if the agent is on its prime key or
any other line key appearing at the telephone.
9109-09&62O-NA Issue1
Revision 0
620 3-7