Mitel SX-200 Practices page 896

ACD TELEWIRKETER
Application Package
Table K&26 Terms Used In Agent Acthity Display
Term
Zroup Name
Zroup Num
set Ext
set Loch
set State
Zall Type
IND
4uto Answr
English
4CD Btate
Make Busy
On ACD
nrne On ACD
ACD On Hold
Caller
Drig Path
Prime Grp
Meaning
The group's eight character name as programmed in CDE.
The group's number as programmed in CDE.
The extension number of the SUPERSfltelephone where the agent is
logged in.
The physical location (bay, slot, circuit, and sub circuit) of the
SUPERSET
telephone where the agent is logged in.
The software state of the set where the agent is logged in. The state will
be one of the following:
busy busyout campon
dialing dnd held
idle intoACD locked
talking
rwdw
reorder
ringbak ringing select
suspend
The @pe of call the agent is on, either two-party or conference.
Indicates that the agent's set is in Do Not Disturb mode.
Indicates that the set will automatically answer ACD calls to the set without
agent intervention.
Indicates the language of the set; English or French.
Indicates the type of activity the agent is involved in from the following list:
suspnd - agent is ending a call
loked - agent's set has been left off-hook
acd
- on an ACD call
dnd
-the agent's set has Do Not Disturb active
hold
- agent has an ACD caller on hold
makeb - agent has entered the make busy state
nonACD - agent is on a non-ACD call
ready
- agent is ready to accept an ACD call
afterw - agent is in afterwork time
Indicates that the agent is in a Make Busy state.
The agent is on an ACD call.
The duration of the current call.
The agent has an ACD caller on hard hold.
The trunk number or extension access code of the caller waiting for the
agent group. Note that callers waiting for a group may not have originated
on this path.
Indicates the path access code where this call originated.
Indicates whether this agent's group is the prime group of the caller's path.
620 10-30
Revision 0 9109-096-6204A
Issue 1