Mitel SX-200 Practices page 817

ACD TELEM4RKflER Feature
Members are added to the group though CDE by entering a I- to 5-digit ID number
and an optional name for each agent.
Each agent group has timers that govern events such as:
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the time granted to an agent for completing paperwork after an ACD call,
0 the length of time a call will remain unanswered in the group before overflowing, and
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turning on and off visual indicators that show calls have been unanswered for a time
exceeding a programmed threshold level.
Refer to the Programming section of this practice for details aboutcreating Agent
Groups and the fields on the Agent Groups form.
Agents
The ACD TELEMARKETER feature terminates ACD calls at agent positions. In most
ACD installations, ail callers routed to an agent are requesting similar information or
seeking a similar service. Agents can then be trained and equipped to provide the
information or service requested by the caller.
The SUPERSET telephone used by the Agent is equipped with special feature keys
to display the current status of the Agent's group, and to temporarily block ACD calls
from ringing the set. Refer to Section 5, Sets Description - General, and Section 6,
Agent Sets for details of the Agent's SUPEf?SET4 telephone. The system routes calls
to an agent only after the agent logs in to the ACD system. Once the agent has logged
in, the system recognizes the agent as being a member of a specific Agent Group.
In many cases, an agent must be given the flexibility of moving between Agent Groups.
If, for example, the ACD Agent Group handling long distance trunks is suddenly
overloaded and calls are overflowing to an alternate group, significant financial gain
could result by reassigning Agents to the busy groups until the traffic subsides.
As the ACD system uses the ID number to determine the members of an Agent Group,
giving the agents more than one ID number allows the agents to be members of more
than one group. To move between groups, the agent logs in using the ID appropriate
to the group. Only the ID number must be unique; an agent name can appear in any
number of Groups.
Supewisor
The Supervisor ACD position is for individuals who 'supervise' the Agent Groups. Each
Supervisor is responsible for at least one Agent Group and reports to a Senior
Supervisor, Supervisors do not answer ACD calls. The SiJPERSET4 telephone used
by the Supervisor is equipped with special feature keys that allow the Supervisor to view
Agent activities individually or as a group. These reports are an effective instrument in
performance measurement. Refer to Section 5, Sets Description - General, and
Section 7, Supervisor Sets for details of the Supervisor's SUPERSET 4 telephone.
Senior Supervisor
The Senior Supervisor oversees the Supervisors and is, therefore, the highest level in
the hierarchy of ACD positions. In smaller installations, however, where a Supervisor
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