NEC Neax 2000 Ivs Callcenterworx Acd Features And Specifications

CallCenterWorX
ACD Features and Specifications
®
ISSUE 1.4
STOCK # 151959
MARCH, 2000
NEC America, Inc. 

LIABILITY DISCLAIMER
NEC America, Inc. reserves the right to change the specifications, functions, or features, at any
time, without notice. NEC America, Inc. has prepared this document for the exclusive use of its
employees and customers. The information contained herein is the property of NEC America, Inc.
and shall not be reproduced without prior written approval from NEC America, Inc.
NEAX, D
term and CallCenterWorX are registered trademarks of NEC Corporation. 
All other brand or product names are...

CallCenterWorX 
ACD Features and Specificationsi
CallCenterWorX
ACD Features and Specifications
Table of Contents
FEATUREPA GE
INTRODUCTION ................................................................................................................................................ 1
CAPACITIES ...................................................................................................................................................... 3
ABANDONED CALL SEARCH...

Table of Contents (Continued)
iiCallCenterWorX 
ACD Features and Specifications
FEATURE  PAGE
MULTI-SPLIT AGENT ....................................................................................................................................... 72
NIGHT SERVICE - ACD ................................................................................................................................... 81
NON-ACD CALL...

INTRODUCTION
CallCenter
WorX 1
ACD Features and Specifications
INTRODUCTION
The intent of this document is to provide factual reference material pertaining to the 
features, operating characteristics and service conditions of CallCenterWorX which 
operates on the NEAX1000 and NEAX2000 switching systems. In order to 
effectively utilize this document the reader should have a reasonable working 
knowledge of a generic ACD system and the manner in which ACDs are deployed. 
The reader should then be able to...

INTRODUCTION
2CallCenter
WorX 
ACD Features and Specifications
Other related documents
These related documents can provide substantial additional information on the 
ACD components and how to construct an entire ACD system. They can be ordered 
by calling NEC Customer Service at 1-800-752-6275 and requesting the NEC Part 
Number referred to in the second column.
Table 1: Related Documents
ND / NDA # NEC Part # Title
N/A 188171 Dterm Series E Supervisor Console User’s Guide
N/A 188172 D
term Series E...

CAPACITIES
CallCenter
WorX 3
ACD Features and Specifications
CAPACITIES
The following table outlines the maximum programmable capacities of the ACD. 
Please be sure to check the hardware compatibility charts in Chapter 2, “System 
Requirements,”of the CallCenterWorX System Manual (stock # 151947) to verify 
minimum hardware level required for each version of software.
* The NEAX2000 IVS PBX supports 128 personal pilot numbers and pilot 
numbers. 
** The number of the positions available is dependent upon...

CAPACITIES
4CallCenter
WorX 
ACD Features and Specifications
This page is for your notes.
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ABANDONED CALL SEARCH
General Description
CallCenter
WorX 5
ACD Features and Specifications
ABANDONED CALL SEARCH
General Description
This feature prohibits abandoned incoming calls from being connected to agent  / 
supervisor positions. Any trunk call disconnected during ringback tone is 
considered an abandoned call and is automatically removed from all queues. Trunk 
calls disconnecting after the first announcement must provide disconnect 
supervision to be classified as an abandoned call and to be...

ACD CALL
General Description
6CallCenter
WorX 
ACD Features and Specifications
ACD CALL 
General Description
Only calls connected to the ACD through a pilot number or personal pilot number 
are considered ACD calls and therefore tracked by the MIS system as ACD calls. 
Service Conditions
1. Agent ACD lines cannot be restricted from receiving direct calls by the IVS. 
2. ACD lines should:
 Not be members of Call Pickup Groups
 Not have CFA, CFNA, or CFB programmed
 Not appear as virtual lines on any...