Mitel SX-200 Practices page 869

m . I
ACD Monitors
The display shows call progress as follows:
1 - VT100 compatible
2-IBMPC
select tenhal type: 1
enter password: 1000
The default password is 1000,
This completes the entry procedure. If the limitation of four simultaneous monitors has
been exceeded, the system response following the MONITOR ACD request changes
to: ;
Rillging
System Busy, Try Again Later
Once logged in to the system, the user is presented with the SYSTEM ACTIVITY
screen, described later in this section. Refer to the applicable subsection of this
document for detailed descriptions of the functions and softkeys available at each
monitor level.
Setting the Password
The password is programmable. Contact your Communications Manager if the
password needs to be changed. New passwords are assigned by accessing CDE Form
28 from a Maintenance Terminal or Console. The level of access for monitors is softkey
number 2, SUPERVISOR
Monitoring the ACD System
After selecting MONITOR ACD the user is presented with the SYSTEM ACTIVITY
monitor. This display contains a summary of the entire ACD system showing all current
call activity and agent activity and a synopsis of system performance over the past hour.
The System Activity monitor is accompanied by softkeys used to enter the second level
of monitors shown in Figure -lO-1. The user may select Paths, Agent Groups, or
Agents. At this point the system prompts for a path ID, group number, or agent ID, thus
allowing the user to directly access the desired path, agent group, or agent,
For each path, agent group, or agent, the Summary display gives an overview of current
activity as well as a synopsis of statistics collected over the past hour. From this level
the user may access additional, lower-level displays showing programming, statistics,
and activity information.
The Programming display contains all the information assigned to the Path, Agent
Group, or Agent, during Customer Data Entry.
The Statistics display shows a statistical overview of the performance of the related
Path, Agent Group, or Agent as follows:
l
Path Statistics shows path performance for the current instant and a summary of
activity over the past hour.
l
Group statistics provide a group summary for the last hour and the shift total.
9109-096-62O-NA Issue1
Revision
0
620 10-3