Mitel SX-200 Practices page 826

ACD TELEMARKETER Application Package
Recorded Announcement Planning
4.4 Used properly, recorded announcements are a valuable tool in the ACD
TELEMARKETER system. The following suggestions can help you gain the most
from the recordings:
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Supply a company introduction to the caller. "Thank you for calling . . ...". followed by
reassurance that the first available agent will answer the call.
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Consider the advertising potential while the caller is waiting for service. Use the re-
corded announcements to promote new products, specials, or services.
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Pefer to the list of callers as a guide when defining the RADs. As out oftown'callers
would be frustrated by local promotions, tailor your recorded message to the call-
er's needs,
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Is there any information the agent will require from the caller? Recordings can be
used to eliminate time wasted with an agent if callers have prior notice of any infor-
mation they should have ready, such as account numbers, credit cards, or postal
codes.
In addition, the Automated Attendant feature can be used to pre-screen ACD calls into
the system. Refer to Practice 9109-096-625-NA, Automated Attendant Application
Package,
Planner Sheets
4.5 The Agent Group Planner and the Path Planner sheets illustrated on the following
pages can aid the ACD system designer in laying out the agent groups and the
routing for incoming ACD calls. The Planner sheets identify all major elements that
must be addressed while setting up the system,
The Agent Group Planner is completed first, and identifies the various agent groups
that are required for the system. After setting up the agent groups, one Path Planner
is completed for each path to show the ACD call handling including the primary agent
group, recorded announcements, overflow groups and intetiow conditions.
Agent Group Planner
4.6 The Agent Group Planner shown in Figure 4-l serves as an aid in planning the
distribution of work load between agent groups. After doing the initial sizing to
determine the number of agent groups required to handle the calls, use this planner
to assign the parameters to each group. This information will be used later during the
CDE programming of the system.
The Agent Planner form contains space for eight agent groups. The fields shown in the
box for each group are described below.
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