NEC Neax 2000 Ivs Callcenterworx Acd Features And Specifications

INFOLINK DATA MESSAGES
GENERAL DESCRIPTION
CallCenter
WorX 57
ACD Features and Specifications
INFOLINK DATA MESSAGES
GENERAL DESCRIPTION
Infolink Data Messages provides a two-way communications link between the 
ACD and external computer equipment. Typical examples of external computer 
equipment includes but is not limited to:
 Mini and Mainframe Host Computers 
 Desktop Workstations 
 Personal Computers 
 Interactive Voice Response 
The first three categories are obvious examples of computer...

INFOLINK DATA MESSAGES
GENERAL DESCRIPTION
58CallCenter
WorX 
ACD Features and Specifications
 Leave A Message vs. Stay In Queue Options
The following tables lay out the names of the messages currently available:
Table 9: Inbound Messages from Infolink Client to ACD
Tag Message Description
IA Dialed Digits
IB Manage Call
IC Split Status / Caller Status Request
Ic Agent / Call Status
ID Announcement Request
IE Outbound Call Request
Ie Outbound Call Dequeue Request
IF Route Call Request
IG Call...

INFOLINK DATA MESSAGES
SERVICE CONDITIONS
CallCenter
WorX 59
ACD Features and Specifications
SERVICE CONDITIONS
1. Communications between the ACD and Infolink client is performed using 
TCP/IP connection.  Table 11: Inbound Database Change Commands from Infolink Client 
to ACD
Tag Message Description
JT Tenant Data (ACDTN)
JS Split Data (ACDSPL)
JD Position Data (ACDPSN)
JL Agent Logon Data (ACDLOG)
JV Call Control Vectors (ACDCCV)
JP Pilot Number Data (ACDPLT)
JG Trunk Group Data (ACDTG)
JW Week...

LANGUAGE DEFAULT
General Description
60CallCenter
WorX 
ACD Features and Specifications
LANGUAGE DEFAULT
General Description
This feature allows the selection of a language, applicable to an entire tenant, for 
use in messages displayed at positions where an agent is not logged onto the  ACD 
system. The following are examples of messages that will appear in the selected 
language:
1. The 
VACANT message, displayed when an agent is not logged on at the position;
2. The messages used during the logon...

LOGON / LOGOFF
General Description
CallCenter
WorX 61
ACD Features and Specifications
LOGON / LOGOFF
General Description
Access to the ACD system is controlled either with or without logon ID codes. A 
logon ID code is used to identify individual agents or supervisors, to the ACD, for 
statistics gathering purposes. An agent is only permitted to be logged onto the 
system at one position at a time. Flexible ID Codes can be employed to log onto the 
ACD system. Refer to “FLEXIBLE ID CODES” on page52 for...

LOGON / LOGOFF
Service Conditions
62CallCenter
WorX 
ACD Features and Specifications
Logoff Procedure (with or without ID codes):
1. The agent or supervisor may log off the system while in Break mode, Work 
mode, or while ready to take calls.
2. The agent presses the 
LOGON key at this time. Several displays will cycle on the 
display for four seconds each:
a. A farewell greeting; for example, 
GOODBYE RENEE.
b. The time since logon in hours, minutes, and seconds; for example, 
SHIFT 6:38:08.
c. The...

LOGOFF WARNING
General Description
CallCenter
WorX 63
ACD Features and Specifications
LOGOFF WARNING
General Description
This feature is programmed on a per-split basis via the ACDSPL MAT command. 
When a split is marked for Logoff Warning agents will receive the display “Logoff 
Warning” for a few seconds if they try to logoff while there are still calls in queue. 
In order to actually logoff the agent must press the Logoff Key a second time after 
having received the warning message. In other words,...

MONITORING - ACD SUPERVISOR
General Description
64CallCenter
WorX 
ACD Features and Specifications
MONITORING - ACD SUPERVISOR
General Description
This feature allows the supervisor to select an agent position and to monitor the calls 
on both the ACD line and the non-ACD line at that position. The agent and calling 
party are not aware that their call is being monitored. As the agent concludes one 
call and begins another, switches from one line to another, or transfers, the 
supervisors monitor is...

MONITORING - ACD SUPERVISOR
Service Conditions
CallCenter
WorX 65
ACD Features and Specifications
is released by either the agent or the ACD calling party. If the supervisor 
presses the 
SPEAKER key before another call is routed to that agent, 
monitoring will continue. If the agent receives another call before the 
supervisors 
SPEAKER key is pressed, the monitor function is terminated.
Barging in on the monitored call:
1. Set up the monitor function as described in the preceding section.
2. While the...

MONITORING - ACD SUPERVISOR
Service Conditions
66CallCenter
WorX 
ACD Features and Specifications
7. This feature is restricted to ACD positions. There is no capability to monitor 
voice connections, conducted by non-ACD users, among the remaining (non-
ACD) station equipment connected to the switch. The intent of this feature is to 
provide a secure, ACD-only, performance appraisal function.
CAUTION: The use of a monitoring device to eavesdrop may be illegal under 
certain circumstances and laws. Legal...