NEC Neax 2000 Ivs Callcenterworx Acd Features And Specifications

CALL CONTROL VECTOR
CCV Instructions
CallCenter
WorX 27
ACD Features and Specifications
If a caller is queued to split 1 and finds that his ETA for that split is greater than 
120 seconds (2 minutes) then the call will go to step 8 and will queue to split 4, 
the message center. If the current ETA is less than or equal to 120 seconds (ETA 
tests FALSE) then step 5 will be skipped and the call will continue with step 6 
and queue to the standard overflow split.
ETA steps should be used with some care...

CALL CONTROL VECTOR
CCV Instructions
28CallCenter
WorX 
ACD Features and Specifications
 If a CCV number and a step number are included in the If not Queued 
instruction, then processing will continue at the specified CCV number and 
step number.
 If a CCV number and a step number are not included in the If not Queued 
instruction, and the call is not queued to other split(s), then busy tone will 
be returned to the calling party. The CCV processing will be halted, and the 
calling party must hang up....

CALL CONTROL VECTOR
CCV Instructions
CallCenter
WorX 29
ACD Features and Specifications
13. Pause #n
This instruction delays the processing of the CCV for the specified period of 
time. During that period of time, the call will remain in the same state it was in 
when the Pause step was encountered. After the specified period of time has 
elapsed, the processing of the CCV will resume at the step which follows the 
Pause step.
14. Queue to Split #n
This instruction directs a call to the specified split....

CALL CONTROL VECTOR
CCV Instructions
30CallCenter
WorX 
ACD Features and Specifications
instruction. The remaining calls will not honor the SKIP instruction and will 
process the next CCV step. Thus, the SKIP instruction acts as a filter to 
distribute calls, on a percentage basis, between two consecutive CCV steps. 
17. Split ETA > (Greater Than) / Split ETA < (Less Than)
This instruction allows CCV processing to be decided based on the Estimated 
Time to Answer (ETA) for a specified split, as opposed...

CALL CONTROL VECTOR
Operating Procedure
CallCenter
WorX 31
ACD Features and Specifications
20. Up Priority #n
This instruction is used to change the current priority associated with a call to a 
higher priority in all the splits where the call is currently queued.
The variable associated with the instruction is the amount by which to 
increment the priority. If a call with a priority of “14” encounters the instruction 
“Up Priority 4, the calls priority will change to “10”. A priority of “10” is four...

CALL CONTROL VECTOR
Service Conditions
32CallCenter
WorX 
ACD Features and Specifications
If the overflow destination is an attendant console: 
 Transfer is executed only when the attendant console group is in Day mode, 
or when a night attendant console is provided and is in service during Night 
mode.
 No transfer will take place when the attendant console group is in Night 
mode and no night attendant console is provided.
If the transfer target is an external line:
 To designate the external line...

CALL DISTRIBUTION TO AGENTS
General Description
CallCenter
WorX 33
ACD Features and Specifications
CALL DISTRIBUTION TO AGENTS
General Description
ACD calls are automatically distributed among the agents in a split such that when 
an agent becomes available, the longest waiting call with the highest priority in the 
queue is assigned to that agent. Refer to “PRIORITY QUEUING” on pag e88 and 
“QUEUING - ACD” on page89 for additional information.
During periods when more than one agent is available and...

CALL DISTRIBUTION TO AGENTS
Operating Procedure
34CallCenter
WorX 
ACD Features and Specifications
Only incoming ACD calls directed to pilot numbers or personal pilot numbers, and 
other calls generated within the ACD processor (such as Assist and Emergency 
calls) may be connected to agents ACD lines. For proper operation of the ACD, 
direct calls to an agents ACD line from stations, DIDs, Tie trunks, CCIS trunks, 
attendants or any other method (such as call forwarding to agents ACD lines) are 
not...

CALL FORWARDING - SPLIT
General Description
CallCenter
WorX 35
ACD Features and Specifications
CALL FORWARDING - SPLIT
General Description
This feature provides alternate routing for calls destined for a particular split. When 
split call forwarding is in effect and a call attempts to queue for that split, the call is 
routed to a pilot number instead of being queued. At this point, the call is handled 
by the Call Control Vector (CCV) associated with the new pilot number.
Operating Procedures
To forward...

CALL FORWARDING - SPLIT
Service Conditions
36CallCenter
WorX 
ACD Features and Specifications
7. When a call attempts to queue to a split using the Conditional Queue to Split 
instruction in a CCV and the split has call forwarding activated, the Conditional 
Queue to Split instruction is ignored.
8. When alternate routing is required by a split, night service may be used to 
provide a more strategic choice of pilot numbers used for the new routing (see 
“NIGHT SERVICE - ACD” on page 81 for additional...