NEC Neax 2000 Ivs Callcenterworx Acd Features And Specifications

AUTO WORK MODE FOR PBX CALLS
General Description
CallCenter
WorX 17
ACD Features and Specifications
AUTO WORK MODE FOR PBX CALLS 
General Description
Agent positions can automatically be placed in Work mode and Ready mode based 
on calling activity on their associated PBX line. There are 6 split-based features 
which control the setting of Work or Ready mode and the optional timeout 
associated with the Work mode. Since the 6 features can all be set independently of 
on another there are 2
6 combinations...

AUTO WORK MODE FOR PBX CALLS
Auto Ready Mode with Release of Any PBX Call
18CallCenter
WorX 
ACD Features and Specifications
Auto Ready Mode with Release of Any PBX Call 
If any of the Auto Work Mode features forced an agent position into the Work 
Mode as a result of activity on the associated PBX line then this feature will force 
the position back to the Ready Mode at the conclusion of the call.
PBX Call Work Mode Timeout
If an Automatic Work Mode was asserted as part of an interaction with an...

AVAILABILITY - ACD POSITION
General Description
CallCenter
WorX 19
ACD Features and Specifications
AVAILABILITY - ACD POSITION
General Description
After-Call Availability allows a split to be assigned to either Automatic-Available 
mode or Automatic-Work mode. This is referred to as the after-call work mode.
In Automatic-Available mode, a position becomes available to receive new ACD 
calls immediately upon disconnecting from the previous call. In Automatic-Work 
mode, a position is unavailable to...

AVAILABILITY - ACD POSITION
Service Conditions
20CallCenter
WorX 
ACD Features and Specifications
2. If the ACD call is disconnected, the lamp associated with the ACD CALL key is 
extinguished, the position becomes unavailable, and 
WORK MODE is displayed 
for a short time.
3. If the agent presses the 
WORK key before the ACD call is disconnected, the 
WORK lamp is extinguished and the Automatic-Available mode is selected for 
this call only.
4. After releasing the call and entering the Automatic-Work...

BREAK MODE
General Description
CallCenter
WorX 21
ACD Features and Specifications
BREAK MODE
General Description
This feature allows an agent to take their position out of the queue without logging 
off or entering Automatic-Work mode. This feature is useful if the agent will be 
away from the position for a short time, such as for lunch, a coffee break, etc. Since 
the agent does not log off when using BREAK MODE, no other agent may log onto 
this position.
The user can select, for each split, a single...

BREAK MODE
Service Conditions
22CallCenter
WorX 
ACD Features and Specifications
will change.
To cancel BREAK MODE (single break type or nine break types):
1. The agent presses the 
BREAK key.
2. The display shows the time spent on break in minutes and seconds. For 
example, 
BREAK OVER 35:20.
3. The 
BREAK lamp is extinguished.
4. The 
WORK lamp indicates whether the agent will be placed in the Work Mode 
or Ready Mode when the Break Mode is concluded. By operating the 
WORK 
key prior to exiting Break...

CALL CONTROL VECTOR
General Description
CallCenter
WorX 23
ACD Features and Specifications
CALL CONTROL VECTOR
General Description
A Call Control Vector (CCV) is a series of steps that describe how an incoming 
ACD call is to be handled. A CCV can consist of a maximum of twenty steps. Each 
step of a CCV is an instruction for handling the call at a specific time. The steps may 
be programmed in any sequence (see Service Condition # 1) and will be processed 
in order until an agent answers the call.
When...

CALL CONTROL VECTOR
CCV Instructions
24CallCenter
WorX 
ACD Features and Specifications
* Not supported by CallCenterWorX ACD 1.0
CCV Instructions
The following is a list of available CCV instructions and their associated variables.
1. Announcement #n
This instruction connects the caller to the beginning of the specified 
announcement. These announcements are typically implemented as broadcast 
announcements which enables several callers to connect and listen to a single 
play of the announcement...

CALL CONTROL VECTOR
CCV Instructions
CallCenter
WorX 25
ACD Features and Specifications
Incoming callers with held parties cannot be connected to an announcement, 
although this will not affect their CCV processing.
An announcement may be used in any CCV and announcements can be shared 
among splits. Announcements can be used in any order and can be repeated as 
often as desired, although announcement #1 is not available. Also, each 
announcement should be followed by a pause which is at least as long as...

CALL CONTROL VECTOR
CCV Instructions
26CallCenter
WorX 
ACD Features and Specifications
three calls in queue, calls will be queued, or connected to an available agent. 
If there are three or more calls in queue, the call will be handled by the next 
step in the CCV.
 No Calls Accepted
The split will not accept any call that is directed to the split by a Conditional 
Queue to Split instruction. The split will only accept calls that are presented 
through a Queue to Split instruction.
A call can only be...