SX-200 General Information Guide

environments. For maximum efficiency, all ACD personnel use SUPERSET 4015, SUPERSET 4025, SUPERSET 4125, SUPERSET 420, and SUPERSET 410 telephones programmed with special displays and softkeys. With LIGHTWARE 17 Release 3.0 and greater software, the ACD personnel may also use the SUPERSET 4150 and SUPERSET 430. The displays provide call status and progress messages; the softkeys give single button selection of ACD features.

The heart of the ACD TELEMARKETER feature is the ACD PATH, an innovative call routing design that guides incoming calls through the system. See ACD Path, page 133. The ACD TELEMARKETER feature also uses predictive overflow to keep call queueing time to a minimum. See Predictive Overflow, page 134.

The ACD TELEMARKETER feature includes real-time displays via standard asynchronous datasets and ASCII terminals. Thirteen displays encompass every area of the ACD operation.

The purchasable option, Maximum ACD Agents, enables the maximum number of ACD agents that can be logged in concurrently. This maximum number is from 0 through 100, in increments of 5.

Complementing the ACD TELEMARKETER application is a reporting system offered by Mitel Networks 6100 Contact Center Solutions . The purchasable option, ACD Real Time Event, enables the system together with Mitel Networks 6100 Contact Center Solutions on a host computer, to monitor and record the activity of the ACD operation in real time.

Automated Attendant

The automated attendant application is a purchasable option.

Automated attendant features connect incoming calls from a DTMF telephone to a recording. The recording instructs the caller to dial one or more digits to be routed to a specific answering point, such as sales, service, parts, or general office. Once a digit is dialed, the system can add prefix digits in front of the dialed digit to provide a valid extension number, a hunt group number, a system abbreviated dial number, or a feature access code. If a digit is not dialed (or cannot be dialed because the incoming telephone is not DTMF) the incoming caller is routed to a default answering point at the completion of the message.

The automated attendant feature supports the FAX tone detection feature. Both of these features are optional and must be purchased.

MITEL MyAttendant

MITEL MyAttendant is a software application that provides a call answering position for a multi-tenant environment or for a general business with multiple departments and mobile workers. This PC application allows the user to work on other PC applications when there are no incoming calls and when there are calls, allows the PC user to effectively manage calls for multiple clients.

MITEL MyAttendant

Provides a Message Board where messages are typed, saved, printed or emailed to the employee

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Mitel SX-2000, sx-200 manual Automated Attendant, Mitel MyAttendant

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.