NEC Neax 2000 Ivs Callcenterworx Acd Features And Specifications

CALL RECOVER
General Description
CallCenter
WorX 37
ACD Features and Specifications
CALL RECOVER
General Description
The call recover feature allows an ACD call to ring at an ACD position for a 
programmed length of time and if unanswered the call will be directed to another 
available agent or replaced in all of the queues it was originally in at the highest 
possible priority. If the call is requeued it will be the highest possible priority and 
will be answered by the next available agent.
Operating...

CALL TRANSFER TO SPLIT QUEUE
General Description
38CallCenter
WorX 
ACD Features and Specifications
CALL TRANSFER TO SPLIT QUEUE
General Description
This feature allows calls to be transferred by agents or supervisors, PBX station 
users, or attendants to splits in the ACD system. The transferred call will be 
connected to an available agent or the call will be queued, if agents are not 
available.The transferring party is allowed to remain on the line until the agent 
answers (screened transfer) or may...

CALL TRANSFER TO SPLIT QUEUE
Service Conditions
CallCenter
WorX 39
ACD Features and Specifications
5. If the transferring agent disconnects and completes the transfer, the calling party 
will begin processing the remainder of the CCV, including announcements.
From an attendant console:
1. The attendant transfers the calling party to the ACD by dialing a pilot number.
2. Busy Tone is provided to the attendant. At this point the attendant may either 
complete or cancel the transfer. If the attendant...

CALL WAITING INDICATION
General Description
40CallCenter
WorX 
ACD Features and Specifications
CALL WAITING INDICATION
General Description
This feature provides visual indication of a splits current queue depth by the use of 
the CW lamp (Call Waiting) and the positions display. The 
CW lamp is always 
operative but only provides an approximate indication of the queue depth. The 
position’s display can show the current queue depth precisely but the display is 
provided periodically as the agent processes...

CALL WAITING LAMP WITH CHIME
General Description
CallCenter
WorX 41
ACD Features and Specifications
CALL WAITING LAMP WITH CHIME
General Description
An optional chime is available, on a split-wide basis, as a companion audio signal 
to the visual signals offered by the 
CW lamp (Call Waiting). The CW lamp can be 
programmed to light or flash when a given quantity of calls reside in a split queue. 
There are separate thresholds for lighting the lamp and for flashing the lamp. Refer 
to “CALL WAITING...

CALLING PARTY IDENTIFICATION
General Description
42CallCenter
WorX 
ACD Features and Specifications
CALLING PARTY IDENTIFICATION
General Description
This feature allows calling party information to be displayed on the LCD of the 
Dterm, when an incoming call is assigned to an ACD agent. The format of the 
calling party information follows:
1. Incoming Trunk and Circuit Information:
A unique eight-character name for an incoming trunk group along with the 
trunk circuit number within the group can be...

CALLING PARTY IDENTIFICATION
Operating Procedure
CallCenter
WorX 43
ACD Features and Specifications
queue, can be displayed by pressing the LOGON key. For example, 
NATIONAL 17 is displayed prior to SHIPPING: 5.
A display showing the amount of time in queue is provided to the agent position 
when a call is assigned (ringing) and again when the call is answered. For 
example, 
TIME IN Q: 9:17. The time shown is computed as the elapsed time since 
the caller entered the ACD system and when it is answered...

CONNECTION DISPLAYS
General Description
44CallCenter
WorX 
ACD Features and Specifications
CONNECTION DISPLAYS
General Description
This feature allows each agent to specify the exact sequence of displays to be 
delivered to the LCD display at the time of an incoming ACD call connection. 
There are several displays available providing a variety of information pertaining to 
the call being connected. Different styles of operation give rise to different needs 
regarding what information is presented first....

CONNECTION DISPLAYS
General Description
CallCenter
WorX 45
ACD Features and Specifications
Emergency Supervisor has not been specified for this agent. Those agents with an 
assigned Personal Emergency Supervisor will need to setup their Connection 
Displays each time upon logging onto the system.
When using display code 3, time in queue merged display, the actual time in queue 
will be merged with the previous display if possible. The previous display must be 
11 characters or shorter for the merge to be...

CONNECTION DISPLAYS
Service Conditions
46CallCenter
WorX 
ACD Features and Specifications
Service Conditions 
1. A maximum of 5 displays may be setup with each display being from 3 to 9 
seconds.
2. A permanent display (time code of 0 seconds) must be the last display in the 
setup string. Any subsequent codes entered will be ignored.
3. When more than 5 displays are coded only the first 5 will be displayed, the 
remaining entries will be ignored.
4. The same display sequence and display timing is...