NEC Neax 2000 Ivs Callcenterworx Acd Features And Specifications

							CallCenterWorX
ACD Features and Specifications
®
ISSUE 1.4
STOCK # 151959
MARCH, 2000
NEC America, Inc. 
						

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term and CallCenterWorX are registered trademarks of NEC Corporation. 
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CAUTION:The use of a monitoring, recording or listening devices to eavesdrop, monitor, 
retrieve or record telephone conversations or other sound activities, whether or not 
contemporaneous with its transmission, may be illegal in certain circumstances under federal or 
state laws.  Legal advice should be sought prior to implementing any practice that monitors or 
records any telephone conversation.  Some federal and state laws require some form of 
notification to all parties to the telephone conversation, such as using a beep tone or other 
notification methods or require the consent of all parties to the telephone conversation, prior to 
monitoring or recording a telephone conversation. Some of these laws incorporate strict penalties.
Copyright 2000
NEC America, Inc.
Printed in the USA 
						

							CallCenterWorX 
ACD Features and Specificationsi
CallCenterWorX
ACD Features and Specifications
Table of Contents
FEATUREPA GE
INTRODUCTION ................................................................................................................................................ 1
CAPACITIES ...................................................................................................................................................... 3
ABANDONED CALL SEARCH ........................................................................................................................... 5
ACD CALL .......................................................................................................................................................... 6
AGENT PERSONAL QUEUE ............................................................................................................................. 7
ALTERNATE NIGHT CCV................................................................................................................................ 11
ANNOUNCEMENTS ........................................................................................................................................ 12
ASSISTANCE - ACD AGENT........................................................................................................................... 13
AUTOMATIC ANSWER.................................................................................................................................... 15
AUTO WORK MODE FOR PBX CALLS .......................................................................................................... 17
AVAILABILITY - ACD POSITION ..................................................................................................................... 19
BREAK MODE.................................................................................................................................................. 21
CALL CONTROL VECTOR .............................................................................................................................. 23
CALL DISTRIBUTION TO AGENTS ................................................................................................................ 33
CALL FORWARDING - SPLIT ......................................................................................................................... 35
CALL RECOVER .............................................................................................................................................. 37
CALL TRANSFER TO SPLIT QUEUE ............................................................................................................. 38
CALL WAITING INDICATION .......................................................................................................................... 40
CALL WAITING LAMP WITH CHIME............................................................................................................... 41
CALLING PARTY IDENTIFICATION ................................................................................................................ 42
CONNECTION DISPLAYS ............................................................................................................................... 44
DO NOT DISTURB - SPLIT.............................................................................................................................. 47
EMERGENCY MONITORING .......................................................................................................................... 49
FLEXIBLE ID CODES ...................................................................................................................................... 52
HOLIDAYS SCHEDULING ............................................................................................................................... 54
HOT SPLIT ....................................................................................................................................................... 55
INFOLINK DATA MESSAGES ......................................................................................................................... 57
LANGUAGE DEFAULT .................................................................................................................................... 60
LOGON / LOGOFF ........................................................................................................................................... 61
LOGOFF WARNING ........................................................................................................................................ 63
MONITORING - ACD SUPERVISOR ............................................................................................................... 64
MONITOR ME .................................................................................................................................................. 67
MULTIPLE CUSTOMER GROUPS .................................................................................................................. 70
MULTIPLE SUPERVISORS ............................................................................................................................. 71 
						

							Table of Contents (Continued)
iiCallCenterWorX 
ACD Features and Specifications
FEATURE  PAGE
MULTI-SPLIT AGENT ....................................................................................................................................... 72
NIGHT SERVICE - ACD ................................................................................................................................... 81
NON-ACD CALL ............................................................................................................................................... 83
OPERATOR SELECTION ................................................................................................................................ 84
PERSONAL EMERGENCY AND ASSIST ........................................................................................................ 85
PILOT NUMBERS ............................................................................................................................................. 87
PRIORITY QUEUING ....................................................................................................................................... 88
QUEUING - ACD .............................................................................................................................................. 89
RELEASE - ACD POSITION ............................................................................................................................ 93
RING DELAY .................................................................................................................................................... 94
SPLITS.............................................................................................................................................................. 95
SPLIT DISPLAY - ACD POSITION ................................................................................................................... 99
SPLIT SELECTION ......................................................................................................................................... 100
STRANDED CALL ROUTING ......................................................................................................................... 101
TALLY COUNT ............................................................................................................................................... 102
TALLY-OH CODES......................................................................................................................................... 103
TALLY REQUIRED ......................................................................................................................................... 111
TIME OF DAY/WEEK ROUTING .................................................................................................................... 112
TRUNK TROUBLE REPORT - MIS ................................................................................................................ 113
VARIABLE QUEUEING .................................................................................................................................. 114
VOLUME CONTROL (ACD HEADSET) ......................................................................................................... 115
WORK MODE ................................................................................................................................................. 116
WORK MODE TIME LIMIT ............................................................................................................................. 119
ZIP TONE ....................................................................................................................................................... 120
APPENDIX A – DEFINITIONS ........................................................................................................................ 121 
						

							INTRODUCTION
CallCenter
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ACD Features and Specifications
INTRODUCTION
The intent of this document is to provide factual reference material pertaining to the 
features, operating characteristics and service conditions of CallCenterWorX which 
operates on the NEAX1000 and NEAX2000 switching systems. In order to 
effectively utilize this document the reader should have a reasonable working 
knowledge of a generic ACD system and the manner in which ACDs are deployed. 
The reader should then be able to refer to a specific ACD feature and read about its 
exact implementation on the NEC ACD. Inasmuch as a dictionary can be used to 
learn a language this document can be used to learn what an ACD is and how it 
operates. 
Who should use this document
A salesperson required to respond to quotations for ACD systems can read this 
document and learn about which features are available without having to 
concentrate on exact functionality of each feature. He could limit his reading to the 
General Description so as to have a basic understanding of the product.
On the other hand, a sales engineer may need to know more specific information on 
exact features operation in order to decide how best to solve a certain call handling 
problem. The Sales Engineer would most likely need to read entire sections to 
understand the operating characteristics of ACD features.
Support technicians will also need to refer to this document when ACD problem 
solving is needed in order to understand whether the ACD is performing “according 
to spec”.
How this document is organized
This document has been sorted into alphabetical order by feature title. An index is 
available at the back to aid in cross-referencing certain  ACD terminology to the 
feature(s) which implement the function.
Programming instructions are not present in this document. For latest information 
on these subjects refer to the ACD System Manual. 
						

							INTRODUCTION
2CallCenter
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ACD Features and Specifications
Other related documents
These related documents can provide substantial additional information on the 
ACD components and how to construct an entire ACD system. They can be ordered 
by calling NEC Customer Service at 1-800-752-6275 and requesting the NEC Part 
Number referred to in the second column.
Table 1: Related Documents
ND / NDA # NEC Part # Title
N/A 188171 Dterm Series E Supervisor Console User’s Guide
N/A 188172 D
term Series E Agent Console User’s Guide
N/A 185065 D
term Series III 24 Button Agent User’s Guide
N/A 185067 D
term Series III Supervisor Console User’s Guide
NDA 94101 241758 Abacus User’s Guide
NDA 24186 241681 Navigator Configuration Guide
NDA 24188 241680 Navigator Reports Manual
NDA 24187 241682 Navigator Real Time Screen Manual
NDA 24213 151947 CallCenterWorX System Manual
N/A 151954 CallCenterWorX MIS Quick Reference Guide 
						

							CAPACITIES
CallCenter
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ACD Features and Specifications
CAPACITIES
The following table outlines the maximum programmable capacities of the ACD. 
Please be sure to check the hardware compatibility charts in Chapter 2, “System 
Requirements,”of the CallCenterWorX System Manual (stock # 151947) to verify 
minimum hardware level required for each version of software.
* The NEAX2000 IVS PBX supports 128 personal pilot numbers and pilot 
numbers. 
** The number of the positions available is dependent upon the security key.
Note: See the “NEAX2000 IVS 
2 Business/Hotel/Data Features and
Specifications Manual” for this information.
Table 2: ACD Configuration
System Component Maximum 
Announcements (routes) 57
Calls Active (simultaneous calls) 300
Call Control Vectors (20 steps each) 60
Holiday Schedules per Tenant 30
Logon IDs 300
MIS I/O Ports per System 2
MIS I/O Ports per Tenant 2
Multi-splits per Agent 16
Personal Pilot Numbers 300*
Pilot Numbers 200*
Positions 80**
Priority Levels 250
Splits 30
Station Calls 50
TCP/IP Clients (Infolink or MIS) 8
Tenants 9
Transfer-to PBX Numbers 120
Trunk Groups 63
Week Schedules 30
Busy Hour Call Attempts (BHCA)See Note 
						

							CAPACITIES
4CallCenter
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ACD Features and Specifications
This page is for your notes.
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							ABANDONED CALL SEARCH
General Description
CallCenter
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ACD Features and Specifications
ABANDONED CALL SEARCH
General Description
This feature prohibits abandoned incoming calls from being connected to agent  / 
supervisor positions. Any trunk call disconnected during ringback tone is 
considered an abandoned call and is automatically removed from all queues. Trunk 
calls disconnecting after the first announcement must provide disconnect 
supervision to be classified as an abandoned call and to be removed from all queues. 
Once the ACD has answered a call, some central offices are unable to inform the 
ACD when a trunk is no longer in use. In these cases, the ACD is unable to 
recognize that the trunk has been abandoned and will connect the idle trunk to an 
agent / supervisor position.
Operating Procedure
1. A caller has dialed into the ACD and is waiting in queue since no agents were 
available. While waiting the calling party hears either ringback tone, a message, 
or music on hold.
2. The caller disconnects prior to being connected to an agent. This could be either 
while hearing an announcement, listening to music on hold, or even while the 
agent’s phone is ringing. At this time the abandoned call is detected and the 
caller will be removed from all queues he was waiting in.
3. If the abandon occurred while ringing at an agent’s position the agent will be 
assigned a new call from queue if there are additional callers waiting.
Service Conditions
1. An ACD call is registered as an abandoned call under the following conditions:
a. The ACD incoming call is placed in queue and disconnects after hearing 
ringback tone.
b. The ACD incoming call disconnects while it is in queue at both the overflow 
source and the overflow destination.
c. The ACD incoming call disconnects during the first delay announcement.
d. The ACD incoming call disconnects while hearing music or silence between 
the first and second announcements.
e. The ACD incoming call disconnects during the second delay 
announcement.
f. The ACD incoming call disconnects after the second delay announcement 
and before connection to an agent position.
g. The caller disconnects while the ACD call is being terminated to the ACD 
agent position and ringback tone is being provided.
2. If the C.O. trunk is a loop start trunk (unsupervised), the ACD cannot detect the 
release of a call by the C.O. after the trunk has terminated or is connected to the 
first delay announcement. Thus, the ACD cannot detect an abandoned call. 
						

							ACD CALL
General Description
6CallCenter
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ACD Features and Specifications
ACD CALL 
General Description
Only calls connected to the ACD through a pilot number or personal pilot number 
are considered ACD calls and therefore tracked by the MIS system as ACD calls. 
Service Conditions
1. Agent ACD lines cannot be restricted from receiving direct calls by the IVS. 
2. ACD lines should:
 Not be members of Call Pickup Groups
 Not have CFA, CFNA, or CFB programmed
 Not appear as virtual lines on any other telephone instrument
 Not get dialtone except when performing call transfer