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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 121
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....
Page 122
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.
Page 123
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...
Page 124
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...
Page 125
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...
Page 126
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...
Page 127
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...
Page 128
APPENDIX A – Definitions 124CallCenter WorX ACD Features and Specifications This page is for your notes. xxx
Page 129
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...
Page 130
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...