Mitel SX-200 Practices page 898

ACD TELEMARKETER Application Package
Four fields on the System Options form control operation of the ACD T,!XE/WARKETE/3
feature. Table 11-l defines the function of each field.
Table II-I System Option Form Fields
Option
AUTOMATIC CALL
DISTRIBUTJON (Option 41)
ACD SILENT MONITORING
(Option 42)
ACD SILENT MONITORING
BEEPS (Option 43)
ACD REPORTS (Option 44)
Function
Setting this option to ENABLED allows access to the programming
forms related to ACD.
Setting this option to ENABLED allows a supervisor to monitor ACD
calls by dialing a programmed feature access code.
Set this option to ENABLED if agents are to be notified when
monitoring is in progress.
Setting this option to ENABLED changes the format of the SMDR
records to that required by the ACD TELEMARKETER Reporting
Package. For additional information refer to Practice
9109-09&221-NA, Station Message Detail Recording.
System Option 41 (Automatic Call Distribution) must be set to ENABLED before
programming the remaining CDE forms related to ACD.
ACD Agent Groups Form
11.3 Figure II-2 shows a blank ACD Agent Groups Form (CDE Form 39). All Agents
must be a member of an ACD Agent Group. The system accommodates a maximum
of 50 ACD Agent Groups. Each group must contain a minimum of one Agent. The
maximum number of agents per group is 99. The ACD system supports 100 agents
logged in at the same time.
The ACD system allows CDE programming of 999 ACD positions in any combination
of Agents, Supervisors, and Senior Supervisors.
The agent information entered on this form is the agent name, agent ID, and COS. The
a
agent ID is a I -to 5-digit access code that allows the agent to log onto the ACD system,
Entries in the Agent Group form are sorted by this ID number. The ID is associated with
an agent, not a particular extension, so any SU/W?SE~4 telephone the agent uses
reflects that agent's name and ID.
The ordering of agents on the form has no effect upon the agent selection algorithm.
For a description of this selection, see Longest Idle Agent in Section 3,
The fields on the ACD Agent Group form contain customer-defined data.
Table II-2defines the contents of each field ,
620 11-2
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9109-096-62O-NA Issue 1