ACD Path, ACD Positions, ACD Displays

Feature Description

performance needed to ensure satisfaction in the most demanding telemarketing environments. For maximum efficiency, all ACD personnel use SUPERSET display telephones programmed with special displays and softkeys.The SUPERSET display telephones are SUPERSET420, SUPERSET 430, SUPERSET 4015, SUPERSET4025, and SUPERSET 4150 telephones. The displays provide call status and progress messages; the softkeys give single-button selection of ACD features.

ACD - Path

The heart of the ACD TELEMARKETER feature is the ACD path, an innovative call routing design that guides incoming calls through the system. The path defines all information required for each type of call including how the system is to handle callers placed in a queue to wait for an agent. With 99 ACD paths in the system, customized routing is available to every conceivable type of incoming call. This centralization of routing parameters gives users unmatched flexibility when programming and adding new features.

Priority designations of 1 to 99 may be assigned to each path, allowing calls arriving on high priority paths to move directly to the front of the call queues. Higher priority paths are also given special treatment when placed in overflow queues. Lower priority calls in the same overflow queue maintain their position in relation to each other, but the system places them behind priority calls.

ACD - Positions

The ACD TELEMARKETER feature package structures the personnel handling ACD calls into a hierarchy of ACD positions. The ACD package supports three types of positions: senior supervisors, supervisors, and agents. ACD calls entering the system usually terminate on an agent position. Agents handling similar types of calls are arranged in agent groups. Supervisors and Senior Supervisors monitor agent and system performance, but do not handle ACD calls.

ACD - Displays

The ACD TELEMARKETER feature includes real-time displays via standard asynchronous datasets and ASCII terminals. Thirteen displays encompass every area of ACD operation. Path, group, and agent information is displayed in three categories: statistical analysis, current activity, and programming information. A system activity display provides a general overview of the status of the ACD system, including the number of agents logged in, the number of calls in the system, and general statistics on agent performance. Up to four users can access the password protected information simultaneously. Softkeys are provided for easy access to specific displays or for requesting printouts.

ACD - Longest Idle Agent

If multiple agents are free when an ACD call is presented to a group, the system sends the call to the longest idle agent. To select the longest idle agent, the system gives a number to the first agent to finish an ACD call. The next agent to finish an ACD call is given the next higher number, and so on. When a call arrives at the group, the system sends the call to the agent with the lowest number.

50003510

Revision A

133 sx-200, SX-2000 specifications

Mitel SX-2000 is a versatile telecommunications system designed to cater to the communication needs of both large enterprises and smaller organizations. Known for its scalability and robust features, the SX-2000 offers a comprehensive solution for voice communications, making it a preferred choice in various sectors including healthcare, education, and corporate environments.

One of the distinguishing characteristics of the Mitel SX-2000 is its modular architecture. This design allows organizations to expand their system as needed, adding components such as additional trunk lines, user extensions, and various telephony features without a complete overhaul of their existing infrastructure. This adaptability is a significant advantage for businesses anticipating future growth or evolving needs.

The SX-2000 supports a diverse range of telephony protocols and technologies, including traditional analog and digital interfaces, as well as Voice over IP (VoIP). This flexibility enables seamless integration with existing equipment and the incorporation of modern communication technologies. It supports both TDM and IP technology, allowing organizations to bridge their legacy systems with new VoIP solutions, providing a cost-effective avenue for upgrades.

Key features of the Mitel SX-2000 include advanced call handling capabilities, such as call routing, queuing, and conferencing. The system can manage both inbound and outbound calls efficiently, ensuring that communication flows smoothly within the organization. Furthermore, the SX-2000 allows for advanced voicemail systems, automated attendants, and integration with CRM applications, enhancing productivity and customer service.

In terms of user experience, the system offers a variety of end-user devices, including digital and IP phones, which come equipped with intuitive interfaces. These devices offer features like programmable keys, speakerphone capabilities, and support for unified communications, allowing users to manage their calls effectively.

Security is a significant aspect of any telecommunications system, and Mitel has incorporated layers of security protocols in the SX-2000. This includes encryption for VoIP calls and secure access controls to safeguard sensitive communications.

In summary, the Mitel SX-2000 is a robust telecommunications solution that provides extensive flexibility, scalability, and advanced features. Its ability to integrate with various technologies and support a wide range of user needs makes it an ideal choice for organizations looking to enhance their communication infrastructure. With ongoing advancements in telecommunications technology, the SX-2000 remains a relevant and powerful tool for effective communication.

Mitel sx-200 manual ACD Path, ACD Positions, ACD Displays, ACD Longest Idle Agent, Revision a 133

Models: sx-200 SX-2000