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NEC Neax 2000 Ivs Callcenterworx Acd Features And Specifications
NEC Neax 2000 Ivs Callcenterworx Acd Features And Specifications
Here you can view all the pages of manual NEC Neax 2000 Ivs Callcenterworx Acd Features And Specifications. The NEC manuals for Communications System are available online for free. You can easily download all the documents as PDF.
Page 91
PILOT NUMBERS General Description CallCenter WorX 87 ACD Features and Specifications PILOT NUMBERS General Description Pilot numbers are the access codes to ACD functions. They are programmed into the PBX-side database according to the numbering plan in effect for the system. Pilot numbers do not correspond to any line appearances, either physical or virtual, in the system. No physical equipment is required to assign a pilot number. Although pilot numbers are often thought of as ringing into a...
Page 92
PRIORITY QUEUING General Description 88CallCenter WorX ACD Features and Specifications PRIORITY QUEUING General Description The ACD system supports 250 different queue priorities for every split. Priorities in a split queue are assigned such that priority “1” calls have the highest priority and priority “250” calls have the lowest priority. Calls with a higher priority will be serviced, in the order in which they were queued, before calls with a lower priority, regardless of the waiting time of the...
Page 93
QUEUING - ACD General Description CallCenter WorX 89 ACD Features and Specifications QUEUING - ACD General Description There are two queues for every split. One queue contains a prioritized list of callers waiting to be connected to agents and the other queue contains a list of agents waiting to be connected to callers starting with the agent who has been ready the longest. A queue will be empty when there are no waiting callers or no waiting agents. If agents are available to handle a call, the...
Page 94
QUEUING - ACD General Description 90CallCenter WorX ACD Features and Specifications there are more calls in queue than the queue depth than normally permits. Once the queue depth reaches the maximum queue depth, no new calls will be allowed to queue until the queue depth is reduced to below the maximum queue allowance. If the percentage is set to 150% and there are 18 agents working then the queue depth for that moment will be set at 27. No matter what the queue depth percentage is set at, a...
Page 95
QUEUING - ACD Operating Procedure CallCenter WorX 91 ACD Features and Specifications Calls forwarded by the split supervisor of another split. Calls transferred by PBX stations or ACD agents. Calls transferred by Night mode. Direct station calls. Operating Procedure 1. This feature is implemented through the programming of CCVs. Service Conditions 1. Queuing Limitations: a. An incoming ACD call can follow a set of instructions in the CCV, associ- ated with the pilot number, and encounter many...
Page 96
QUEUING - ACD Service Conditions 92CallCenter WorX ACD Features and Specifications 3. Queue Timing Restrictions: a. There is no limit on how long a call may remain in queue. There are ways of removing calls from queues including the caller disconnecting, a success- ful transfer to a PBX number, a Dequeue instruction in the CCV, or the call being answered by an agent from another queue. Encountering an END instruction in a CCV does not remove the call from the queue.
Page 97
RELEASE - ACD POSITION General Description CallCenter WorX 93 ACD Features and Specifications RELEASE - ACD POSITION General Description This feature allows an agent who is using a headset to release from a call by pressing the RELEASE key, rather than waiting for the other party to disconnect. Operating Procedure 1. While engaged in a call, the agent or supervisor presses the RELEASE key. 2. The calling party is immediately disconnected and the agent or supervisor becomes idle with after-call...
Page 98
RING DELAY General Description 94CallCenter WorX ACD Features and Specifications RING DELAY General Description This feature is programmed in a Call Control Vector (ACD CCV) using the Ring Delay step followed by a parameter from 1 to 15 seconds. Once a call has traversed a Ring Delay step then the ring delay feature will be applied to that call when it ultimately connects to an agent! The effect of the Ring Delay feature on a call is that once an agent has been selected to receive this call there...
Page 99
SPLITS General Description CallCenter WorX 95 ACD Features and Specifications SPLITS General Description A Split is a basic building block of a call center and is generally thought to consist of a group of agents performing a similar task, a prioritized queue for incoming callers and possibly a supervisor position to oversee the caller and agent activity within the split. The supervisor may have a sophisticated statistics program available to monitor the caller and agent activity which will provide...
Page 100
SPLITS General Description 96CallCenter WorX ACD Features and Specifications Auto Work with PBX Answer ACD positions may be automatically placed in the Work Mode when an agent answers an incoming call on their PBX line. Auto Work with PBX Ringing ACD positions may be automatically placed in the Work Mode when an incoming call begins to ring on their PBX line. Auto Work with PBX Dialing ACD positions may be automatically placed in the Work Mode when an agent receives dial tone in order to place an...