NEC Neax 2000 Ivs Callcenterworx Acd Features And Specifications

AGENT PERSONAL QUEUE
General Description
CallCenter
WorX 7
ACD Features and Specifications
AGENT PERSONAL QUEUE
General Description
Incoming ACD calls wait in queues until an agent is available to take the call. There 
are two types of queue s for waiting callers: Split Queues and Agent Personal 
Queues. When a call is waiting in a split queue the next agent who becomes 
available in the entire split will be assigned the longest waiting call , assuming the 
call priorities are the same. When a call is...

AGENT PERSONAL QUEUE
Operating Procedure
8CallCenter
WorX 
ACD Features and Specifications
Each call that is added to the personal queue, abandons the personal queue, or 
overflows from the queue invokes a display on the agents console. The display 
indicates the current depth of the personal queue; for example, 
PERS. QUEUE: 4.
A call in a personal queue does not have an associated priority. A call in a split 
queue does have an associated priority because the handling of a call in a split queue 
is...

AGENT PERSONAL QUEUE
Service Conditions
CallCenter
WorX 9
ACD Features and Specifications
receives the overflowed call, that agents display will indicate that the call 
overflowed from a specific personal queue; for example 
PRS OVF SAM.
9. If the agent logs off or enters Break mode, the call will be handled by the 
overflow (Forward / Full) CCV step indicated in the ACD database.
The supervisor is handling an ACD call or is in Work mode, when an emergency / 
assist call to the supervisors personal pilot...

AGENT PERSONAL QUEUE
Service Conditions
10CallCenter
WorX 
ACD Features and Specifications
2. A personal queue overflow step and a personal queue forward step both point to 
a step (instruction) in a particular Call Control Vector. The indicated steps can 
be any CCV instruction.
3. The flash and wink thresholds for the 
LOGON lamp are not programmable. The 
LOGON lamp will flash when the queue depth is one or two calls; it will wink 
when the queue depth is three or more calls. 

ALTERNATE NIGHT CCV
General Description
CallCenter
WorX 11
ACD Features and Specifications
ALTERNATE NIGHT CCV
General Description
Alternate Night CCV provides custom routing on a per Pilot Number basis for 
incoming ACD calls which encounter splits in the night mode. This feature is 
activated only when a split is in night mode. Consequently, if a split is in Call 
Forward mode the Alternate Night CCV assigned to the Pilot Number will not be 
checked.
Several incoming Pilot Numbers can be directed to a...

ANNOUNCEMENTS
General Description
12CallCenter
WorX 
ACD Features and Specifications
ANNOUNCEMENTS
General Description
Variable length announcements (2-60 seconds) are provided for ACD callers by 
customer-provided announcement hardware using digital announcement trunk 
circuits. Announcements are designed to be heard for one complete cycle from the 
beginning of the message. Since multiple connections to each announcement 
channel are possible, an appropriate delay may be inserted to wait for the...

ASSISTANCE - ACD AGENT
General Description
CallCenter
WorX 13
ACD Features and Specifications
ASSISTANCE - ACD AGENT
General Description
This feature allows an agent to call a supervisor for assistance. Activation of this 
feature, by the 
ASSIST key during an ACD call, automatically places the active call 
on hold and places an assistance call to a pre-programmed number. This number can 
be any station in the PBX, an attendant, an individual supervisor, a pilot number for 
a split of supervisors, a...

ASSISTANCE - ACD AGENT
Service Conditions
14CallCenter
WorX 
ACD Features and Specifications
6. When either the agent or the supervisor disconnects from the assistance call, the 
ASSIST lamp is extinguished and the displays return to their original status.
To cancel an assistance request:
1. After initiating an assistance request and before being answered by a supervisor, 
the agent may cancel the request by pressing the 
TRANSFER key.
2. The lamp associated with the 
ASSIST key will be extinguished, the...

AUTOMATIC ANSWER
General Description
CallCenter
WorX 15
ACD Features and Specifications
AUTOMATIC ANSWER
General Description
This feature gives an agent the ability to determine whether calls should be 
automatically connected to the headset or handset, or manually answered after 
ringing. When in Automatic Answer mode, calls are announced using a special tone 
signal called Zip Tone. All normal calls are preceded by a single burst of tone. Calls 
which may require special handling (forwarded or overflow...

AUTOMATIC ANSWER
Service Conditions
16CallCenter
WorX 
ACD Features and Specifications
which arrive at the agent position as a result of forwarding from another split are 
announced by two bursts of tone.
5. AUTOMATIC ANSWER applies only to ACD calls. It does not apply to calls 
which terminate to an agents or supervisors LINE key.
6. AUTOMATIC ANSWER applies only when the agent position is not engaged 
in any other call. If the agent position is engaged in a call when the ACD call 
arrives (for example,...