Mitel SX-200 Practices page 819

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ACD TELEMARKETER
Feature
Path priority can also be used to increase customer satisfaction. A marketing
department, for example, could assign a high priority to paths receiving orders from
customers, thus ensuring prompt servicing of the call.
Path Access
All devices have unrestricted access to ACD Paths except loop start CO and loop start
DISA trunks. The COS Option "Loop start trunk to ACD path connect" (COS Option
812) controls ACD access for loop start trunks. By default this option is disabled,
blocking loop start trunks from entering ACD.
Path Rerouting
,
The ACD Path Access Code can be placed in the call rerouting table to link existing
routing schemes (such as DID trunk routing points) to the ACD system. Rerouting to
ACD paths is set up as follows:
l
For dial-in trunks, the system uses the current routing for incoming calls, as defined
in CDE Form 19, to send calls to an ACD path.
0 For non-dial-in trunks, one or all of the Day/Nightl/Night2 answering points is pro-
grammed as an ACD path.
Calls entering the system on different trunk types can be routed to the same ACD path.
The rerouting scheme means a trunk does not have to be dedicated to ACD. The day
answering point may be an ACD path but the Night1 and Night2 answering points may
be an attendant console or any other valid routing point.
Service Level
The Service Level for a path defines a standard time to answerthat becomes the criteria
for measuring path performance. Service Level is programmable within the range 0
seconds to 54 minutes.
When an ACD call is answered by any group in a path, software compares the actual
time to answer with the programmed Service Level. The system creates a record
indicating if the time to answer was:
0 less than or equal to the Service Level time, or
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greater than the Service Level time.
This information is stored for statistical analysis and can be viewed from the ACD Path
Monitors and Group/Path Summary Reports.
Ovetiiow
Each path is assigned one primary agent group and up to three overflow groups. Timers
programmed in CDE for each Agent Group determine how long a call waits on a group
before overflowing. Each overflow adds another group. The call, however, remains
queued on the previous groups and retains its position in each queue relative to other
calls with the same priority.
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Issue
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Revision
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