Any opinions on the ACD package in the 200 ICP?

The ACD is a simple group, if you are looking for a good reporting package you need to go with the 6110 Prarie Fyre with it.

The default set of reports comes out as serial text, and gives you a Group report (hourly, and summarized at end of the day), a path report (hourly, and summarized), and an agent logout report when an agent logs out.

Interpreting the raw data takes a touch of practice... one hotel calls me out every couple of months to read the reports for them, even though I've given them a cheat sheet for it. But it's pretty straight forward.

The path report, for example, shows number of calls offered, number answered (with avg. time to answer), number abandoned (with avg. time before hang-up), then number interflowed (rolled to another group) with avg. time before interflow.

For every call in, there are three possibilities, and they're all accounted for. If they are read carefully, it paints a very accurate picture of what's happening in your ACD loop.

For instance, once they started reading the reports, one hotel group discovered that Sunday's ACD agent was logging in, making busy, and smoking cigarettes for 8 hours, while calls went to the interflow point. She Soooo got fired.

PrairieFyre is some beautiful software -- get your Mitel rep to arrange a demonstration for you. Very user-friendly, breaks reports down into graphs, real-time reporting on every agent, every path, all the time. Keeps you completely in the loop.

As for the path itself -- fairly easy to program up and change as needed. Form 41, mostly. You can do a few advanced features, like "overflow to interflow point if no agents logged in" or even predictive interflow ("No one's gonna be available to answer this in the service mark time, so I'll just send it on to interflow now, and save the caller some frustration..."). By default, you can set up multiple groups, multiple paths (within the max # of agents that you have licensed).

All in all, it's a much better ACD, imho, than, say, NEC's.

Thanks for the info. I think there is a demo set up with Mitel next week, but the thing is that with a total of about 500 rooms for 5 properties (mostly boutique)it's a lot of money for them to be spending unless they want a lot more info than they seem to need. I think for them it is more of a process of consolidating their reservations process. However they have an IT person and as we all know they just see "cool" stuff and think it is a reason for spending the company's money. I have had more success over the years showing the customer how to save money. However, if they twist arms to sell them something then someone will.

Make sure they realize that using ACD may actually inhibit the way they like to business.
Auto logoffs, no key line appearances, transfering of calls that end up negating the reporting package, etc.etc.
These are all reasons why a lot of the sites we've done end up just using the UCD (with one RAD), and not go through the expense or the effort of a full blown ACD.
ACD is a wonderful solution, if a true call center is what they need.

Good thought 55ft . totaling all the properties they only have about 600 rooms so probably only need three agents I would think (at the most) so unless they need all the reporting UCD may be the way to go. Can probably set phones with Key line appearances and it would be fine.

Most smaller places would rather have the key lines available on all the sets.
Old dogs, new tricks?!?!?!?!?