NEC Neax 2000 Ivs Callcenterworx Acd Features And Specifications

WORK MODE
General Description
CallCenter
WorX 117
ACD Features and Specifications
Work Mode Restriction
The Work Mode can be restricted altogether for a specified split. Any attempt to 
enter the Work Mode is overridden according to the following conditions:
 The agent presses the 
WORK key. The ACD system ignores the request.
 The agent logs on to the ACD system. The agent is automatically placed in 
Ready mode. and will receive calls immediately if calls are queued.
 The agent concludes an ACD call....

WORK MODE
Operating Procedure
118CallCenter
WorX 
ACD Features and Specifications
Operating Procedure
This feature is an inherent feature of the ACD programs. Agents use the 
WORK key 
on their ACD position to set the Work Mode appropriately. Work Mode restrictions 
and timeouts are programmed using the MAT command ACDSPL for each split.  

WORK MODE TIME LIMIT
General Description
CallCenter
WorX 119
ACD Features and Specifications
WORK MODE TIME LIMIT 
General Description
This feature allows the specification of a maximum time limit for an agent to be in 
Work mode at the conclusion of an ACD call before being automatically placed in 
Ready mode. Once in Ready mode, the agent will be connected to a call if calls are 
queued. The time limit applies to all the agents within a split.
An agent may apply an Agent Tally-Oh Code to disable the...

ZIP TONE
General Description
120CallCenter
WorX 
ACD Features and Specifications
ZIP TONE
General Description
When an agent is operating in AUTOMATIC ANSWER mode, the system will 
provide an audible burst of tone to the agents receive audio path before connecting 
an incoming ACD call.
Operating Procedure
The operation of this feature from the agent or supervisory position is as follows:
From Manual Answering status:
1. The 
AUTO/MAN key is pressed.
2.
AUTO ANSWER is displayed.
3. The 
AUTO/MAN lamp...

APPENDIX A – Definitions
CallCenter
WorX 121
ACD Features and Specifications
APPENDIX A – Definitions
 Announcement A Call Control Vector instruction that causes an 
audio message (announcement) to be connected to 
the user.
 Call An incoming ACD call that is either connected to an 
agent, is in a split queue, or is in an agent personal 
queue. This includes calls originated from any type 
of circuit including trunk, CCIS trunk, business 
station or agent position.
 Call Control Vector When the ACD...

APPENDIX A – Definitions
122CallCenter
WorX 
ACD Features and Specifications
 Pilot Number A pilot number is associated with a Call Control 
Vector or Week Schedule, which in turn attempts to 
route the call to a split. If an ACD agent, within the 
split, is available to service the call, the caller is 
connected. If ACD agents are unavailable, the call is 
assigned a priority level and placed in a group of 
waiting calls (referred to as a split queue).
 Position A specialized telephone instrument (D...

APPENDIX A – Definitions
CallCenter
WorX 123
ACD Features and Specifications
Schedule, which pertains to every split in a tenant, 
routes calls based on the time of day and the day of 
the week. A specific day (Monday, Tuesday, etc.) 
can be divided into a maximum of fifty (50) time 
periods. A specific instruction (step number), within 
a specific Call Control Vector, is associated with 
each time period. The Call Control Vector will 
control the flow of any incoming ACD calls received 
during the time...

APPENDIX A – Definitions
124CallCenter
WorX 
ACD Features and Specifications
This page is for your notes.
xxx 

CallCenter
WorX 125
ACD Features and Specifications
CallCenterWorX
ACD Features and Specifications
Index
Numerics
6-H alarm, see bad call notification
A
Abacus User’s Guide ...........................................2
abandoned call ....................................................5
ACD call count ......................................... 62, 104
ACD version ..................................................109
after call mode .......................................... 19, 117
agent
availability...

126CallCenter
WorX 
ACD Features and Specifications
INDEX
F
forward CCV ........................................... 7, 9, 37
forwarding, see split - call forward
G
gate ID, see caller ID
H
holiday .................................................... 54, 112
hot split ...........................................................55
I
Infolink ......................................................28, 57
initialization 
...................................................109
IVR Announcement...