Mitel SX-200 Practices page 901

Programming
Table II-3 ACD Agent Groups Subform Fields
(continued)
Field
FIRST STATUS
THRESHDLD
Meanhg
The range of this timer is 0 seconds to 54 minutes (MM:SS). The field
defaults to 3 minutes. The time entered in this field must be less than the
time specified in the Second Status Threshold. Refer to page
620 11-6for additional information.
SECOND STATUS
THRESHOLD
This timer range is 0 seconds to 54 minutes (MM:SS). The time specified
must be greater than the time specified in the First Status Threshold field,
The field defaults to 6 minutes. Refer to page 620 11-6for additional
information.
Page 2 of 2
Aftetwork Timer
In many ACD situations, the Agent may require some time following an ACD call to
complete paperwork before accepting the next call. This subform allows programming
of a wrap-up time (After-work Timer). The After-work Tamer prevents an ACD call from
being presented to this set until the time specified has expired.
Ovetflow Timer
The Overflow Timer is programmed for each agent group in the ACD system. It
specifies how long an ACD call will wait in the queue for this group before being
overflowed. Overflowed calls remain in this group's queue, but are added to a queue
for another agent group. This increases the chances of the call being delivered to an
agent. The time selected in this form specifies the maximum time a call can wait to be
answered before the call overflows. The default time is 9 minutes.
If the system predicts that a call will remain unanswered before the time out period, the
system ignores the specified timer and forces an immediate overflow. The two
conditions described below can cause this forced overflow:
l
If the agent group form specifies an overflow time of three minutes and no agents
are logged on in this group, the system ignores the timer and forces an immediate
overflow to avoid an unnecessary delay to the caller.
l
The second case of overflowing before the specified time out arises during an over-
loaded state. The system performs an algorithm for an overloaded condition each
time a new caller arrives for an agent group or when the status of an agent changes.
Either event causes an overflow if excess callers are waiting for the agent group,
Threshold Timers
When an ACD call is initially routed to the agent group and there are no idle agents
available, any appearance of the Queue Status indicator for this group reflects a call
waiting in queue. This Queue Status indicator is driven by the Threshold timers
assigned to this form.
9109-096-62O-NA Issue 1 Revision 0 620 11-5