NEC Neax 2000 Ivs Callcenterworx Acd Features And Specifications

TALLY-OH CODES
Service Conditions
CallCenter
WorX 107
ACD Features and Specifications
036
Display queue depth for a given split.
Press: 036ss#(ss = one or two digit split number)
Sample Displays:
DOMESTIC 36
037
Display time of longest waiting caller for a given split.
Press: 037sss#(sss = one or two or three digit split number)
Sample Displays:
INTERNAT’L 4:06(minutes and seconds)
038
Display number of working agents (on an ACD call, in Work or Ready modes) for a 
given split.
Press: 038ss#(ss = one or...

TALLY-OH CODES
Service Conditions
108CallCenter
WorX 
ACD Features and Specifications
056Display an agent’s cirrent splits (for CallCenterWorX ACD version 2.0 only). See Note 
below.
057Make permanent the changes made by Tally-Oh Code 054 or 055 (for CallCenterWorX 
ACD version 2.0 only). See Note below.
068Unlock a given agent’s position. (Emergency use only)
Press: 068aaaa#(aaaa = agent’s ACD or PBX extension)
069Force a given agent’s position to logoff (Emergency use only).
Press: 069aaaa#(aaaa =...

TALLY-OH CODES
Service Conditions
CallCenter
WorX 109
ACD Features and Specifications
077Reset all error counts.
Press: 0770#
078Reset trace flag (memory save after some errors).
Press: 0780#
079Display time of last ACD initialization.
Press: 079#
080Display ACD version number and release date.
Press: 080#
081Unlock given logon id.
Press: 081n#(n = logon id number)
082Display current location of buffer trace pointer.
Press 082#
083Force MIS download on a given port.
Press: 083p#(p = MIS port number 1-6)...

TALLY-OH CODES
Service Conditions
110CallCenter
WorX 
ACD Features and Specifications
087X
X = 0 – 6 (for CallCenterWorX ACD version 2.0 only)
0 = Clear (reset to 0) all 087 counters
1 = SMFN 1 – ACD Call counter
2 = SMFN 2 – ACD Answer counter
3 = SMFN 3 – ACD Release counter
4 = SMFN 4 – ACD Offhook counter
5 = Events/hour – ACD Call Rate (number of ACD calls in an hour)
6 = Events/hour – ACD Answer Rate (number of ACD calls answered in an hour)
088X
X = 0 – 6 (for CallCenterWorX ACD version 2.0 only)...

TALLY REQUIRED
General Description
CallCenter
WorX 111
ACD Features and Specifications
TALLY REQUIRED
General Description
This feature is programmed on a per-split basis via the ACDSPL MAT command. 
When a split is marked for Tally Required an agent will not be able to answer a new 
incoming ACD call until a Tally entry has been made for the previous call. If an 
agent attempts to enter the Ready Mode to receive a new call but has not yet entered 
a Tally Code from the previous call a message will...

TIME OF DAY/WEEK ROUTING
General Description
112CallCenter
WorX 
ACD Features and Specifications
TIME OF DAY/WEEK ROUTING
General Description
The routing of incoming calls can be controlled by the time of week. A week can 
be divided into 50 time segments, with different call handling performed during 
each segment. Segments must begin and end on whole minutes; no fractional 
minutes are allowed. Each segment will specify a Call Control Vector (CCV) 
number and step number where call handling will...

TRUNK TROUBLE REPORT - MIS
General Description
CallCenter
WorX 113
ACD Features and Specifications
TRUNK TROUBLE REPORT - MIS
General Description
This feature allows an agent to indicate a trouble condition affecting a trunk (e.g., 
poor transmission) which is encountered during a call. The system will log the 
agents position number and the number of the connected trunk. This information is 
printed out on the ACD MAT and provided to the MIS.
Although this feature is designed primarily to aid in the...

VARIABLE QUEUEING
General Description
114CallCenter
WorX 
ACD Features and Specifications
VARIABLE QUEUEING
General Description
This feature allows the ACD caller to be queued to a split, depending on the number 
of working agents at the time that the ACD call is presented to the split.
Operating Procedure
Variable queueing is programmed by splits in the ACDSPL command in 
ACDMAT.
Service Conditions
Variable queueing is activated by a percentage of working agents (a working agent 
is logged on and not in...

VOLUME CONTROL (ACD HEADSET)
General Description
CallCenter
WorX 115
ACD Features and Specifications
VOLUME CONTROL (ACD HEADSET)
General Description
This feature allows the agent to control the receive volume level at the position, 
independently of the level of the incoming signals. This is a feature implemented 
exclusively by hardware with customer provided equipment. 

WORK MODE
General Description
116CallCenter
WorX 
ACD Features and Specifications
WORK MODE
General Description
This feature offers the choice of allowing the agents within a split to enter and exit 
Work Mode. Calls waiting in queue cannot be connected to agents in the Work 
Mode. Since the Work Mode inhibits agents from receiving calls it is sometimes 
beneficial to limit Work Mode use or restrict it altogether. Two features have been 
provided which limit the agent’s ability to be in the Work Mode....