Mitel SX-200 Practices page 828

ACD TELEMARKETERApplication Package
Agent Group #
The top field in each box, labeled Agent Group #, specifies the number of the agent
group, This information will be used later when assigning primary and overflow agent
groups to the ACD paths.
Name
The Name field specifies the name of the agent group. During CDE, transfer this
information from the Agent Group Planner sheet to the Name field on the ACD Agent
Groups form (Form 39).
\Oveiflow Time
The Overfiow Time specifies the maximum length of time a waiting ACD call remains
at this group before overflowing. The timer range is 0 seconds to 54 minutes. The use
of this field is optional.
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 ovetflow.
During CDE, transfer this information from the Agent Group Planner sheet to the
Overflow Timer field on the ACD Agent Groups Subform (Subform 39).
1 st Threshold
The 1st Threshold field specifies the time period in which calls can be waiting in the
queue for a free agent. If calls remain unanswered when the timer expires, the LCD
symbol indicating Calls Waiting Beyond I st Threshold starts blinking on the agent's and
supervisor's SUPERSfld telephones. During CDE, transfer this information from the
Agent Group Planner sheet to the First Status Threshold field on the ACD Agent Groups
Subform (Subform 39).
2nd Threshold
The 2nd Threshold field specifies the time period during which calls can be waiting in
the queue for a free agent If calls remain unanswered when the timer expires, the LCD
symbol indicating Calls Waiting Beyond 2nd Threshold starts blinking on the agent's
and supervisor's SUPERSR4 telephones. During CDE, transfer this information from
'the Agent Group Planner sheet to the Second Status Threshold field on the ACD Agent
Groups Subform (Subform 39).
After Work
4.7
The After Work field specifies the time allocated to an agent for completing
paperwork following an ACD call. During this time, the agent will not receive ACD
calls. The timer range is 0 seconds to 15 minutes. This time is included as part of
each call in reports and statistics.
During CDE, transfer this information from the Path Planner sheet to the Afterwork
Timer-field on the ACD Agent Groups Subform (Subform 39).
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