M I T E L N E T W O R K SM I T E L N E T W O R K S

Automatic Call DistributionSX-200

Sophisticated Customer Service for SX-200 Contact CentersAs a contact center operations manager, customer service level commitments are critical to achieving

enterprise goals. Meeting those commitments is your daily, hourly, and even minute-by-minute challenge.

Mitel Networks™ Automatic Call Distribution (ACD) for the SX-200® voice communications platform helps

contact centers streamline operations and therefore exceed customer service requirements with intelligent

queuing, customized call handling and service levels, silent monitoring options and more.

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Feature

Core Features

ACD Positions

ACD Queues

Agent Groups

Music on Hold

Interflow and Overflow

Predictive Overflow

Queue Priority

Unavailable Agent Group

Recordings

Reporting Systems

Silent Monitoring

ACD Telephone Features

Help Key

Make Busy Status

Mobile Log-in

Queue Status Display

Threshold Alerting

Work Timer

Description

Supports a hierarchy of three ACD positions.

Holds incoming calls when no agent is available; controls usedresources in the order in which they are encountered, and the timing of steps in the workflow. Supports up to 99 ACD queues.

An agent group consists of a logical grouping of agents trained forsupporting a particular line of business.

System music source is played between each recording in an ACD queue.

Time-or load-based used to minimize caller wait time.

Determines if a newly queued call should be be immediately overflowed or interflowed based on service level requirements.

Assigns each ACD queue a priority from 1 to 99.

Immediately overflows calls directed to an unavailable agent group.

Enables recorded announcements, programming start times andrepetition.

PC-based software package provides real-time monitoring, historicalreporting and forecasting through Mitel Networks 6100 Contact Center Solutions (CCS).

Allows a supervisor to listen to calls answered by an ACD agent oragent group.

Enables agents to request manager assistance at any time withoutdisrupting the call.

Assigns busy status to an ACD extension to allow agents to completepaperwork.

Enables agent log-in at any ACD phone with a valid agent ID.

ACD phone displays group name, number of active agents in the group,number of calls waiting in the group queue, and length of time thelongest call has been waiting.

Visually indicates the longest calls waiting in the queue of an ACDgroup and alerts agent/supervisor that a predefined threshold has been exceeded.

Programmable time period automatically allows agents to completework before accepting another call.

Benefit

Shorten training time and enable career pathopportunities.

Optimize use of pooled resources and deliverconsistent service.

Ensure each call is routed to the best availableresource, shorten training time and create career pathopportunities between groups.

Enhance caller experience and reduce callerabandons.

Improve service levels and reduce caller frustration.

Reduce caller wait time, frustration and abandons.

Improve customer service and treat certain calls withhigher priority.

Reduce caller wait time, frustration and abandons.

Cost-effectively provide general information, increasecaller tolerance to wait times, and maximize callagents’ time.

Effectively measure and manage resources.

Improve quality of customer service and train agents.

Improve customer service and minimize callinterruption.

Improve employee satisfaction and quality of work.Allows agent to manage own status.

Increase productivity and agent mobility; track shifts.Can also be used as a punch clock.

Increase productivity and workforce satisfaction.

Improve customer service and enable workforceplanning.

Improve workforce productivity and satisfaction.

In Europe, contact:Mitel Networks Ltd.Mitel Business ParkPortskewett, CaldicotNP26 5YR UKSales: 0870 9093030General: 0870 9092020Int: +44 (0) 1291 430 000

In Latin America, contact:Mitel Networks350 Legget DriveOttawa, OntarioK2K 2W7 Canada (613) 592 21221 800 648 3579

In Asia-Pacific, contact:Mitel Networks Asia-Pacific Ltd.88 Hing Fat Street,2002-20 FloorCauseway Bay, Hong KongChinaTel: +852 2508 9780Fax: +852 2508 9232

www.mitel.comTHIS DOCUMENT IS PROVIDED TO YOU FOR INFORMATIONAL PURPOSES ONLY. The information furnished in this document, believed by Mitel tobe accurate as of the date of its publication, is subject to change without notice. Mitel assumes no responsibility for any errors or omissions inthis document and shall have no obligation to you as a result of having made this document available to you or based upon the information itcontains.

M MITEL (design) is a registered trademark of Mitel Networks Corporation. All other products and services are the registered trademarks of theirrespective holders.

© Copyright 2002, Mitel Networks Corporation. All Rights Reserved. GD 5132 PN 51003489, Rev. A

In North America contact:Mitel Networks350 Legget DriveOttawa, OntarioK2K 2W7 Canada (613) 592 21221 800 648 3579

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