Mitel SX-200 Practices page 910

ACD TELEMARKETER Application Package
Table II-8 ACD Path Form Fields
(continued)
Field
Priorii
Service Time
\
Meaning
A programmable field used to set the priorii of the ACD Path. Priorii
range is 1 to 99 (1 is highest priorii). The field default is 99,
Calls waiting for an Agent Group are serviced according to the path priori.
Expensive trunks should be routed to a path with a high priority.
A programmable field used to establish a standard time to answer that the
supervisor can use to monitor the performance of agents answering calls on
the path.
The service time is programmable in the range 0O:OO to 54:OO.
The path level of service is calculated by comparing the actual time to
answer against the programmed service level.
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ACD Path Programming
For a path to function, the primav agent group and the path access code must be
programmed. Few restrictions exist on path programming. An agent group, for
example, could be the primary group of three paths and the first overflow group of two
other paths. The same applies to recording groups and the alternate music sources.
The result is that a path can be custom tailored to the call being handled.
Each path is given a priority ranging from I to 99 (I being the highest priority). ACD calls
entering a high priority path are serviced before calls that entered a path with a lower
priority, This feature improves cost efficiency by routing to higher priority paths those
trunks that incur additional expenses, such as long distance calls or WATS.
All devices have unrestricted access to ACD paths except Loop Start CO trunks and
Loop Start DISA trunks (if located on a CO Trunk card). Loop start trunks can be
prevented from entering ACD through the use of the"Loop Start Trunk to ACD Path
Connect" option (COS Option 812). By default this option is disabled, so by default loop
start trunks may not enter ACD.
ACD Recording Hunt Groups
II .I 0 Recorded announcements are given to ACD callers while waiting for an idle agent.
ACD callers entering the PABX on a path hear ringback until the 'Delay for Ringback'
timer specified in the Path form has expired. At this point, the system attempts to
provide an agent. If all agents are busy and the caller must wait, the call is routed to
a recording.
The recordings are provided by hunt groups of regular ONS ports. When a RAD
answers, the system collects all callers waiting for the PAD and creates a listen-only
conference. Callers select an idle PAD based on the hunting type of the group. When
all of the recordings in a group are busy, the caller camps on to the recording group and
620 11-14 Revision 0 9109-096-62O-NA Issue 1