Mitel SX-200 Practices page 820

ACD TELEMARKETER
Application Package
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 timer expires, the system forces an immediate overflow without
waiting for the timer to expire.
Interflow
Each path has a programmable Interflow Timeout field that specifies the maximum
period that an unanswered call can wait in a path before the system routes the call to
an inter-flow point. The inter-flow point can be:
l
a listed directow number for astation, console, nightbell, ACD path, station/set hunt
\
Automated Attendant group, or UCD agent group,
l
a logical line,
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a system Abbreviated Dial number.
To limit the time that a caller remains on the line waiting for an agent, the system can
also be programmed to drop interflowed calls.
In addition, the customer can program the system to overflow to the interflow point as
soon as the system determines that the call is unlikely to be answered at the last agent
group in the path.
Calls inter-flowed to a system Abbreviated Dial are treated by the system as an external
call forward, This means that the interflow requires a receiver. If a receiver is
unavailable when the interflow occurs, the call is dropped. The only indication of the
dropped call is a receiver unavailable peg in the traffic report. The call appears in the
ACD reports as an inter-flowed call.
If Automatic Route Selection (ARS) is busy when a call inter-flows to a system
Abbreviated Dial, the system attempts a campon to ARS
Unlike overflowed calls, interflowed calls are removed from ACD. The path from which
the caller inter-flows is set up as the original forwarding destination for the caller. When
the interflow point is an internal device, such as a SURERSE~4 telephone, the display
indicates the call is being forwarded from a path.
s
Music Between Recordings
Between each recording on an ACD path, the incoming caller, by default, listens to the
system music source (if programmed). An alternate music source may be specified
between each recording and after the last recording,
Alternate Music Source
The alternate music source is an off hook ONS port that connects to callers in a
listen-only conference. The user decides what is supplied on the ONS port -silence,
music, or endless loop recordings. If there is no system music and no alternate music
source, the caller hears silence between FIAD messages.
The device can be a telephone, a recording device, or a transfer device (8/600 ohms)
that simulates an off hook and allows connection of an audio source such as a radio.
620 3-12 Revision 0 9109-096-62O-NA
Issue 1