NEC Neax 2000 Ivs Callcenterworx Acd Features And Specifications

DO NOT DISTURB - SPLIT
General Description
CallCenter
WorX 47
ACD Features and Specifications
DO NOT DISTURB - SPLIT
General Description
The Do Not Disturb feature disables queueing when there are no agents logged onto 
the split. When the last agent logs off the split will be automatically placed in the 
Do Not Disturb mode. Although similar to Night Mode in some respects this feature 
does not activate the 
NIGHT lamp. Incoming calls cannot queue to this split as long 
as it is in the Do Not Disturb...

DO NOT DISTURB - SPLIT
Service Conditions
48CallCenter
WorX 
ACD Features and Specifications
5. The Announcement in step #3 and the Pause in Step #4 will also be ignored 
since the call was not queued.
6. The Conditional Queue to Split # 12 is processed. The conditions for queuing 
are satisfied, and the call is queued to Split # 12.
7. The processing of this CCV will continue from step #6 in a normal fashion, with 
all Pause and Announcement steps processed.
8. The first agent logs onto Split #5 and is...

EMERGENCY MONITORING
General Description
CallCenter
WorX 49
ACD Features and Specifications
EMERGENCY MONITORING
General Description 
In an emergency, this feature allows a conversation between an agent and an 
incoming ACD caller to be monitored using a monitor connection between the 
ACD call and a supervisor. Activation of this feature, while on an ACD call, 
automatically places a call to a pre-programmed number. This number can be any 
station in the PBX, an individual supervisor, or a pilot number...

EMERGENCY MONITORING
Service Conditions
50CallCenter
WorX 
ACD Features and Specifications
Queuing of emergency requests:
 Emergency requests may be routed to a split of supervisors or an individual 
supervisor. In the case of a split of supervisors, multiple emergency requests can 
be queued.
 For emergency split queuing, to ensure the fastest processing, the only CCV 
steps that will be executed are Queue to Split, Conditional Queue to Split, and 
Goto, and the request will be queued at the highest...

EMERGENCY MONITORING
Service Conditions
CallCenter
WorX 51
ACD Features and Specifications
10. If an agent presses the EMERGENCY key while already being monitored by a 
supervisor for a non-emergency situation, the supervisor will be released from 
the monitor and the emergency will continue as usual. Emergency requests are 
not allowed during a supervisors three-way barge or any other three-way 
connection in progress at the agents position.
11. Emergency requests cannot be routed to operators, pilot...

FLEXIBLE ID CODES
General Description
52CallCenter
WorX 
ACD Features and Specifications
FLEXIBLE ID CODES
General Description
ID codes are used by agents and supervisors to access the  ACD system. A 
considerable amount of information is programmed for each agent’s ID code and 
this information is used by the ACD system to determine which calls the agent will 
be handling after logging in and which features the agent will have access to.
Some of the logon ID parameters are described in the table below....

FLEXIBLE ID CODES
Service Conditions
CallCenter
WorX 53
ACD Features and Specifications
system.
4. An ID code can only be assigned once in the ACD system regardless of which 
tenant the ID code is used for.
5. An ID code can only be used in the tenant in which it is assigned.
6. An ID code can only be used at one position at any given time. Multiple logons 
with the same ID code are not permitted. 

HOLIDAYS SCHEDULING
General Description
54CallCenter
WorX 
ACD Features and Specifications
HOLIDAYS SCHEDULING
General Description
Holidays may be programmed up to 365 days in advance. On a holiday, special call 
routing is in effect for up to eight time-of-day changes. Thirty different holiday 
schedules, one of which is used on any particular holiday, may be programmed for 
each tenant.
Operating Procedure
1. See “TIME OF DAY/WEEK ROUTING” on page112.
Service Conditions
1. Holiday schedule routing...

HOT SPLIT
General Description
CallCenter
WorX 55
ACD Features and Specifications
HOT SPLIT
General Description
This feature was designed to accommodate “automatic” agents or “hot” agents. 
That is to say, agents who never log on, never log off, and never take breaks. As 
soon as the ACD is online these “agents” are automatically logged on to the ACD 
and placed in the Ready Mode to take incoming calls. These “agents” are more 
accurately described as “machines” because the feature was intended for use...

HOT SPLIT
Service Conditions
56CallCenter
WorX 
ACD Features and Specifications
Service Conditions
1. A Hot Position is allowed to go off-hook and originate outgoing calls. It will be 
placed in an Unavailable Mode for incoming ACD calls until it goes on hook.
2. Hot Positions are assumed to be in the Ready Mode upon ACD start-up. If the 
position is off hook and busy, the ACD will make only one attempt to connect a 
call. Then, upon noticing the busy status, will correctly mark the position as...