NEC Neax 2000 Ivs Callcenterworx Acd Features And Specifications

SPLITS
General Description
CallCenter
WorX 97
ACD Features and Specifications
Emergency Destination
A destination to receive calls when an agent presses the Emergency Key can be 
specified for each split.
Hot Split
When a split is specified as a Hot Split then all ACD positions which are 
programmed for that split are automatically logged on when the ACD is initialized. 
This is most useful for ports which are typically staffed with machines like dictation 
equipment, answering machines, voice mail,...

SPLITS
Service Conditions
98CallCenter
WorX 
ACD Features and Specifications
By properly assigning these features each split can customize the method of 
operation to suit the needs of the agents and clients. Additionally, it may be 
advantageous for an agent to be a member of multiple splits at one time. Please refer 
to “MULTI-SPLIT AGENT” on page72 for additional information.
The Supervisor Concept
The concept of a supervisor or a supervisor position has no formal definition within 
this ACD. Some of...

SPLIT DISPLAY - ACD POSITION
General Description
CallCenter
WorX 99
ACD Features and Specifications
SPLIT DISPLAY - ACD POSITION
General Description
The name of the split that a position belongs to can be displayed while the position 
is in Vacant mode. This maintenance feature helps the user determine which 
positions belong to which splits. 
Operating Procedure
1. While the position is Vacant, press the 
AUTO/MAN key or the WORK key.
2. Two four-second displays will follow each other providing some...

SPLIT SELECTION
General Description
100CallCenter
WorX 
ACD Features and Specifications
SPLIT SELECTION
General Description
Split selection is determined by the position in use and the logon ID in use. A logon 
ID indicates whether the agent can service a single split (single-split mode) or a 
maximum of four splits concurrently (multi-split mode). A logon ID can access a 
maximum of four specified splits or any split. A position can access a single 
specified split or any split.
When an agent logs on, a...

STRANDED CALL ROUTING
General Description
CallCenter
WorX 101
ACD Features and Specifications
STRANDED CALL ROUTING
General Description
A stranded call is defined as a call left unanswered in queue at the time when the 
last agent in the split logs off the ACD system. If this call is not queued to any other 
split which still has agents logged on then it becomes “stranded” at the moment the 
last agent logs off and is a candidate for Stranded Call Routing.
Some call centers operate by placing a split...

TALLY COUNT
General Description
102CallCenter
WorX 
ACD Features and Specifications
TALLY COUNT
General Description
This feature allows agents to register the occurrences of several specific events 
using the dial keypad, such as responses to various advertising methods, sales 
campaigns, or calls from particular locations.
The MIS system is responsible for keeping a record of each event and may keep 
additional statistics for the various Tally Count events such as call duration. If a 
particular Tally...

TALLY-OH CODES
General Description
CallCenter
WorX 103
ACD Features and Specifications
TALLY-OH CODES
General Description
Tally-Oh Codes are reserved for special use by agents or supervisors in the ACD 
system and are not reported to the MIS. These codes invoke various actions, such 
as statistical displays and mode changes. Tally-Oh Codes always begin with the 
digit zero, “0”. This trait of always using a leading digit of “0” differentiates the 
Tally-Oh Codes from the Tally Codes which are reported to...

TALLY-OH CODES
Service Conditions
104CallCenter
WorX 
ACD Features and Specifications
3. For Tally-Oh Code 054 dial 054XXXX# (XXXX = position number).
a. Display reads Split number: Dial YYY# (YYY = split number)
b. Display reads Priority: Dial AA# (AA = priority 01-99)
4. For Tally-Oh Code 055 dial 055XXXX# (XXXX = position number)
a. Display reads Split number: Dial YYY# (YYY = split number)
5. For Tally-Oh Code056 dial 056XXXX# (XXXX = position number).
6. For Tally-Oh Code 057 dial 057XXXX# (XXXX =...

TALLY-OH CODES
Service Conditions
CallCenter
WorX 105
ACD Features and Specifications
003#
Display number of working agents in split. A working agent is one that is logged on, 
and not in break mode. (Either on an ACD call, in work mode, or ready mode) If used 
from a vacant position, the position’s split is used. If used while logged on, the agent’s 
split is used. For agents working in multi-split mode, the number of working agents for 
all of the agent’s splits are displayed, one at a time.
Sample...

TALLY-OH CODES
Service Conditions
106CallCenter
WorX 
ACD Features and Specifications
026#Displays the current splits that the agent is in (for CallCenterWorX ACD version 2.0 
only). See Note below.
027#Makes permanent the changes made by Tally-Oh Code 024 or 025 (for CallCenterWorX 
ACD version 2.0 only). See Note below.
028#Unlock an agent’s own position (Emergency use only).
029#Fo rce  a n  ag e n t’s own  posi tio n  t o  l ogoff ( Em ergency use only).
NoteIf Tally-Oh Code 027 is not used, the...