Mitel SX-2000 EL, Information Manual

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SX-200 General Information Guide
24 Revision A 50003510
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