NEC Neax 2000 Ivs Callcenterworx Acd Features And Specifications

MONITOR ME
General Description
CallCenter
WorX 67
ACD Features and Specifications
MONITOR ME 
General Description
An agent, during an ACD call, can request to be monitored by a specific supervisor. 
When the agent presses the 
ASSIST key or presses the TALLY key and dials 006#, a 
monitor request is sent to the designated supervisor. Upon answering, the 
supervisor is in a silent monitor connection listening to the agent and the calling 
party.
The number (personal assist request number) associated with...

MONITOR ME
Operating Procedure
68CallCenter
WorX 
ACD Features and Specifications
Operating Procedure
The following example illustrates how the feature functions.
1. An agent is logged onto a position; the extension is 4281.
2. The agent requests to be monitored either by pressing the 
ASSIST key, if this 
function has been programmed via the ACD MAT, or by pressing the 
TALLY 
key and entering 006#. The latter method is always available.
3. While the supervisors position is being rung, the agent and the...

MONITOR ME
Service Conditions
CallCenter
WorX 69
ACD Features and Specifications
5. When a monitor me is attempted to the busy my line of a digital phone, the 
digital phone chimes and the LCD displays a name if the logon id has a name 
assigned in the ACDLOG command, for example - Mon Henry. If a name is not 
programmed the display indicates the line number of the ACD position, for 
example - Mon 3000.
CAUTION: The use of a monitoring device to eavesdrop may be illegal under 
certain circumstances and...

MULTIPLE CUSTOMER GROUPS
General Description
70CallCenter
WorX 
ACD Features and Specifications
MULTIPLE CUSTOMER GROUPS
General Description
The system can be arranged to independently service more than one ACD customer 
(tenant). Ideally all components of the ACD system should be duplicated for each 
tenant but in reality some components can be shared.
Utilizing multiple tenants in an attempt to circumvent limitations imposed at a per 
tenant level does not work, since too many components end up being...

MULTIPLE SUPERVISORS
General Description
CallCenter
WorX 71
ACD Features and Specifications
MULTIPLE SUPERVISORS  
General Description
Multiple supervisors can be grouped together to form a split when it is necessary for 
more than one supervisor to serve a split of agents. Assistance and emergency 
requests can be routed to a split of supervisors, but a split of supervisors does not 
normally receive incoming call traffic unless it has been programmed as a 
secondary split to be queued to in a Call...

MULTI-SPLIT AGENT
General Description
72CallCenter
WorX 
ACD Features and Specifications
MULTI-SPLIT AGENT 
General Description
This feature allows an individual agent to handle calls from a maximum of 16 splits. 
The agents logon ID is programmed to specify whether the agent is permitted to 
handle calls from a single split (single-split mode) or from multiple splits (multi-
split mode).
The agents logon ID is programmed to specify which splits the agent can service. 
The logon ID permits 1 to 16...

MULTI-SPLIT AGENT
General Description
CallCenter
WorX 73
ACD Features and Specifications
In this example, the next call that is connected to the agent will be the longest 
waiting call from Split #2. The split with the highest priority, Split #1, does not have 
any calls in queue. Split #2 and Split #3 have the same (and next highest) priority. 
Thus, the longest waiting call will be selected, and that call resides in Split #2 (60 
seconds as opposed to 35 seconds).
The splits that an agent can handle...

MULTI-SPLIT AGENT
General Description
74CallCenter
WorX 
ACD Features and Specifications
The multi-split mode scenarios:
An agent, in multi-split mode, is not permitted to have a logon ID which allows any 
split. This combination would force the ACD system to begin to sequentially 
prompt the agent with the name of every split in the system, until the agent selected 
the splits in which they wish to work.   As in the previous case, this is not an 
effective use of agents time.
If taken together, the last...

MULTI-SPLIT AGENT
General Description
CallCenter
WorX 75
ACD Features and Specifications
Table 14 summarizes the valid combinations of an agents split mode, the splits 
allowed to the agent, and the splits allowed to the position. Recall that a logon ID 
which allows the agent to operate in multi-split mode and service any split is not 
permitted. The intersection of the rows and columns presents the split mode in 
which the agent will operate and the split or splits the agent will service (indicated...

MULTI-SPLIT AGENT
General Description
76CallCenter
WorX 
ACD Features and Specifications
new split and the agent will be able to logon at the position after the current session.   
If the new split does not fall within the agents logon ID list of splits, the agent will 
continue to handle calls from the original split, but will not be allowed to log on at 
the position following the termination of the current session. The agent whose logon 
ID allows any split will handle calls from the new split and...