NEC Neax 2000 Ivs Callcenterworx Acd Features And Specifications

MULTI-SPLIT AGENT
General Description
CallCenter
WorX 77
ACD Features and Specifications
Table 15, “Change Position’s Allowed Splits,” on page 77 summarizes the changes 
to a positions allowed splits. The tables horizontal axis describes the agents logon 
ID (split mode and allowed splits) and the vertical axis describes the change to the 
positions allowed splits. The table assumes that prior to the change the agent in 
single-split mode is servicing Split “a” and the agent in multi-split mode is...

MULTI-SPLIT AGENT
General Description
78CallCenter
WorX 
ACD Features and Specifications
Examples of changes to the agents logon ID allowed splits: 
The tables horizontal axis describes the agents logon ID (split mode and allowed 
splits) and the vertical axis describes the change to the agents allowed splits. The 
table assumes that prior to the change the agent in single-split mode is servicing 
Split “a” and the agent in multi-split mode is servicing Splits “a”, “b”, “c” and “d”. 
The intersection of...

MULTI-SPLIT AGENT
General Description
CallCenter
WorX 79
ACD Features and Specifications
A supervisor may invoke a Supervisor Tally-Oh Code to change an agents split 
mode (single-split/multi-split) and/or allowed splits (list/any). Changes that are 
instituted in this manner are only effective for the duration of the session; when the 
agent logs off the ACD system, the changes are ignored. Please refer to “TALLY-
OH CODES” on page103 for related information.
In order to change the agents split mode...

MULTI-SPLIT AGENT
Operating Procedure
80CallCenter
WorX 
ACD Features and Specifications
indicate the split the agent will handle. Entering # displays the next split in the 
agents list. The agent will immediately begin receiving calls from the single split 
indicated, and the supervisors display will show 
CHANGE DONE.
If the agents allowable splits is set to any split, meaning the agent must be in single-
split mode, then the supervisor is prompted to enter a split number, after invoking 
the Tally-Oh...

NIGHT SERVICE - ACD
General Description
CallCenter
WorX 81
ACD Features and Specifications
NIGHT SERVICE - ACD
General Description
This feature provides alternate routing for calls destined for a particular split. When 
Night mode is in effect for a split and a call attempts to queue to that split, the call 
is routed to a programmed pilot number (night pilot number), used by the split, 
instead of being queued. At this point, the call is handled by the Call Control Vector 
(CCV) of the new pilot number....

NIGHT SERVICE - ACD
Service Conditions
82CallCenter
WorX 
ACD Features and Specifications
split, the Queue to Split instruction is skipped. A primary split is the split 
specified in the first queuing instruction in a CCV. Splits specified in 
subsequent queuing instructions in the CCV are referred to as secondary splits.
5. When a call attempts to queue to a split using the Conditional Queue to Split 
instruction in a CCV and the split is in Night mode, the Conditional Queue to 
Split instruction is...

NON-ACD CALL
General Description
CallCenter
WorX 83
ACD Features and Specifications
NON-ACD CALL
General Description
This feature allows agents and supervisors to receive calls from and place calls to 
other ports in the system (e.g., PBX stations, attendants, trunks). When an agent or 
supervisor position is called using their PBX directory number, the call appears on 
the PBX line provided for that purpose. The same PBX line also permits agents and 
supervisors to place outgoing calls.
If an agent who...

OPERATOR SELECTION
General Description
84CallCenter
WorX 
ACD Features and Specifications
OPERATOR SELECTION 
General Description
This feature permits the selection of an access code for an operator, for an entire 
tenant. 
In the extreme case where the ACD traffic has exhausted all available call records 
(too many simultaneous ACD calls either connected or in queue) all new incoming 
ACD traffic will be diverted to the code specified. Once diverted the caller should 
be encouraged to call back at a...

PERSONAL EMERGENCY AND ASSIST
General Description
CallCenter
WorX 85
ACD Features and Specifications
PERSONAL EMERGENCY AND ASSIST
General Description
This feature allows an agent to have a designated individual supervisors number as 
the destination for an assist request (personal assist request number) and a 
designated individual supervisors number as the destination for an emergency 
request (personal emergency request number). If these personal numbers are 
defined for an agent, then these numbers...

PERSONAL EMERGENCY AND ASSIST
Service Conditions
86CallCenter
WorX 
ACD Features and Specifications
2. The ASSIST lamp will be extinguished, the agent will be reconnected with the 
ACD call, and the display will return to its original status.
To place a personal emergency request:
1. While engaged in an ACD call, the agent presses the 
EMERGENCY key, the 
agents display shows 
EMR KATHY, and the associated lamp is lit.
2. The supervisor’s phone rings with the emergency displays shown below.
3. The...