SX-200 General Information Guide

ACD - Mobility

ACD Agents and Supervisors are completely mobile. All ACD positions are linked to software rather than hardware. The system recognizes a login from any telephone programmed as an ACD position within the system and immediately transforms the set to the user’s preprogrammed specifications.

ACD - Predictive Overflow

A key element of the ACD TELEMARKETER feature is the predictive overflow used by the system to keep call queueing time to a minimum. The system performs a load calculation when each new call arrives at an agent group, or when the status of an agent changes. If the system predicts that a call will not be answered before the normal overflow time, it forces an immediate overflow.

ACD - Printed Reports

Printers are implemented for summary reports of paths, groups, and agents. Printed reports record times to the second for all categories, thus highlighting call handling efficiency and agent performance problems.

An agent shift record can be printed automatically whenever an agent logout occurs. This report summarizes the agent’s performance for the shift duration. A path report provides total counts for traffic entering the path during any specified period, including totals for the number of calls answered, interflowed and abandoned. Similarly, group reports tally calls offered and answered, and supply a record of non-ACD calls placed and received by agents.

Printed Daily Reports include

ACD Agent Daily Activity Report listing hourly totals by agent ID

Agent Group Daily Activity Report with hourly totals handled by each agent group

Path Activity Report with detailed statistics for all ACD calls.

Weekly and Monthly Summary Reports (if the Mitel Networks 6100 Contact Center Solutions application is used) include

Agent Activity Summary Report with daily totals by ID and agent name

Agent Group Summary Report listing daily totals by agent group

Trunk Summary Report with daily totals of calls carried by a particular trunk

Trunk Daily Activity Report with hourly totals of calls handled by individual trunks

Path Activity Report listing daily totals by path.

ACD - Real Time Event

Allows a PC to report real time events of ACD activities. The system transmits call status messages to the host computer reflecting the changes of state on the line or on the device. The host computer with the Mitel Networks 6100 Contact Center Solutions application provides an enhanced form of ACD reports and statistics.

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Mitel SX-2000, sx-200 manual SX-200 General Information Guide ACD Mobility, ACD Predictive Overflow, ACD Printed Reports

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.