NEC Neax 2000 Ivs Callcenterworx Acd Features And Specifications

							PILOT NUMBERS
General Description
CallCenter
WorX 87
ACD Features and Specifications
PILOT NUMBERS
General Description
Pilot numbers are the access codes to ACD functions. They are programmed into 
the PBX-side database according to the numbering plan in effect for the system. 
Pilot numbers do not correspond to any line appearances, either physical or virtual, 
in the system. No physical equipment is required to assign a pilot number. 
Although pilot numbers are often thought of as ringing into a particular split, pilot 
numbers are associated with a Call Control Vector (refer to “CALL CONTROL 
VECTOR” on page23) which in turn controls the handling of the ACD call. Since 
most Call Control Vectors will present a call to a split as one of their first functions, 
the pilot numbers appear as if they are connecting the ACD call to a split.
An ID can be associated with a pilot number. This ID will be displayed at an agents 
position when the agent accepts a call that entered the system via that pilot number. 
An example of this display is 
TECH SUPPORT. Refer to “CALLING PARTY 
IDENTIFICATION” on page42 for related information.
If an incoming ACD call enters the system through a pilot number and the receiving 
agent uses a pilot number to transfer the call to an agent in another split, the 
transferred call will be identified by the ID associated with the latter pilot number. 
If an ID is not associated with the latter pilot number, the call will be identified by 
the ID associated with the former pilot number. For example, an agent in Split A 
receives a call via a pilot number with an associated ID of “SERVICE”, resulting in 
SERVICE being displayed at the agents position. The agent uses a pilot number to 
transfer the call to Split B. Split B has an associated ID of “PARTS”. The agent who 
receives the transferred call in Split B will have 
PARTS displayed at his position.   
If an ID was not associated with the original pilot number, the agent in Split B will 
have PARTS displayed at his position.
Service Conditions
1. Only the digits “0” to “9” may be used (“*” and “#” are not allowed) with a 
minimum of 2 digits and a maximum of 5 digits in each Pilot Number.
2. The leading digit of the Pilot Number cannot be “0”. 
						

							PRIORITY QUEUING
General Description
88CallCenter
WorX 
ACD Features and Specifications
PRIORITY QUEUING
General Description
The ACD system supports 250 different queue priorities for every split. Priorities 
in a split queue are assigned such that priority “1” calls have the highest priority and 
priority “250” calls have the lowest priority. Calls with a higher priority will be 
serviced, in the order in which they were queued, before calls with a lower priority, 
regardless of the waiting time of the calls with a lower priority.
A particular calls priority is determined by the following factors:
1. Call origination (incoming trunk or internal station).
2. Call transfer (by attendant or station).
3. Pilot number dialed.
4. CCV priority change steps.
Operating Procedure
When implementing a system which will use multiple priorities for incoming 
callers there are several important concepts to keep in mind:
Highest Priority Callers Always Go First
Callers with a higher priority are always serviced before those with lower priorities. 
As a result of this a low priority call could remain in queue forever or at least as long 
as higher priority calls continue to arrive. This situation can be rectified by proper 
CCV programming. After a low priority call has been in queue for some amount of 
time a “New Priority” step in the CCV can change a call’s priority. It should be 
changed to something at least as high as, if not higher than, the highest priority in 
use for other calls.
In this way a low priority caller is only penalized (kept at a low priority) for a certain 
amount of time after which it will be treated similarly to the higher priority calls 
coming in.
Determining Trunk Caller Priority
The priority of an incoming trunk call is determined by checking two places.
 A priority assigned to the trunk group (route)
 A priority assigned to the pilot number dialed
The higher of these two priorities will be used for the call.
Service Conditions
1. Calls transferred into the ACD by PBX stations and calls transferred by 
attendants have the same priority. 
						

							QUEUING - ACD
General Description
CallCenter
WorX 89
ACD Features and Specifications
QUEUING - ACD
General Description
There are two queues for every split. One queue contains a prioritized list of callers 
waiting to be connected to agents and the other queue contains a list of agents 
waiting to be connected to callers starting with the agent who has been ready the 
longest. A queue will be empty when there are no waiting callers or no waiting 
agents.
If agents are available to handle a call, the agent queue contains a list of the agents, 
starting with the highest priority (preference level) agent who has been waiting the 
longest period of time for a call, and ending with the lowest priority agent who has 
been waiting the shortest period of time for a call. Refer to “CALL 
DISTRIBUTION TO AGENTS” on page33 and “MULTI-SPLIT AGENT” on 
page 72 for related information.
If callers are waiting to be connected to agents, the call queue contains a list of the 
calls, starting with the highest priority calls which have been waiting the longest 
period of time to be connected to an agent, and ending with the lowest priority calls 
which have been waiting the shortest period of time to be connected to an agent.
Callers may be suspended in queue while conducting certain voice transactions with 
IVR equipment. At this time it is possible to have a (suspended) caller in the call 
queue while at the same time have available agents in the agent queue.
There are two distinct ways to present a call to a split. Each way provides a different 
algorithm for connecting the call to an agent or placing the call in queue.
Standard queuing:
Standard queuing always connects a call with an available agent or queues the 
call when an agent is not available. Calls are queued according to their priority. 
The only limit to standard queuing is the splits maximum depth. Upon finding 
the queue full, alternate routing may be invoked, if alternate routing has been 
programmed. Please refer to the If not Queued, Goto or Busy instruction, under 
“CALL CONTROL VECTOR” on page23, for additional information.
A split’s maximum queue depth may be specified in one of two ways:
 As an absolute number. This count defines the maximum number of callers 
who may wait in queue for the split.
 As a percentage of the number of working agents. This percentage is 
specified in 5% increments from 5% to 1000%. Working agents are those 
agents in the Work Mode or on an ACD call. When the queue depth is 
specified as a percentage of working agents the depth will change up and 
down as agents logon, take breaks and logoff. There may be occasions when  
						

							QUEUING - ACD
General Description
90CallCenter
WorX 
ACD Features and Specifications
there are more calls in queue than the queue depth than normally permits. 
Once the queue depth reaches the maximum queue depth, no new calls will 
be allowed to queue until the queue depth is reduced to below the maximum 
queue allowance. 
If the percentage is set to 150% and there are 18 agents working then the 
queue depth for that moment will be set at 27. No matter what the queue 
depth percentage is set at, a minimum of 1 call will always be queued.
Conditional queuing:
One of the two following conditions (programmed on a split-wide basis) will be 
checked before a call is either connected to an agent or queued.
 Minimum Agent Availability
The system will check for a minimum number of available agents before 
connecting the call. If the number of available agents is greater than or equal to 
the minimum specified, the call is accepted and connected to the longest-
waiting available agent. For example, if the minimum agent threshold is set at 
“3”, then calls are connected if there are three or more available agents. If there 
are two or fewer available agents the call will be processed by the next step in 
the Call Control Vector (refer to “CALL CONTROL VECTOR” on page23).
 Maximum Queue Depth
The system will check for a maximum number of calls in the splits queue, at the 
time the call is presented. If the queue depth is less than the maximum specified, 
the call may be queued or connected if agents are available. For example, if the 
maximum queue depth is set at “3”, then calls are connected if there are fewer 
than three calls in queue. If there are three or more calls in queue the call will 
be processed by the next step in the Call Control Vector (refer to “CALL 
CONTROL VECTOR” on page23).
A Call Control Vector (CCV), which is assigned to a Pilot Number, allows 
certain calls to queue to a split, and specifies standard or conditional queuing. 
When conditional queuing is used, the type (condition) and threshold must be 
selected for the split. A split may receive standard queuing calls from one CCV 
while receiving conditional queuing calls from another CCV. Refer to “CALL 
CONTROL VECTOR” on page23 for related information.
The following types of calls are permitted to queue to an ACD split when agents 
in the split are not available to handle calls:
 Calls to C.O., FX, or WATS trunks assigned to the ACD split.
 A DID or Tie trunk call that dialed the Pilot Number associated with the 
split.
 Automatic Ringdown Tie trunk terminations.
 Calls transferred by the attendant.
 Calls overflowed from other splits. 
						

							QUEUING - ACD
Operating Procedure
CallCenter
WorX 91
ACD Features and Specifications
 Calls forwarded by the split supervisor of another split.
 Calls transferred by PBX stations or ACD agents.
 Calls transferred by Night mode.
 Direct station calls.
Operating Procedure
1. This feature is implemented through the programming of CCVs.
Service Conditions
1. Queuing Limitations:
a. An incoming ACD call can follow a set of instructions in the CCV, associ-
ated with the pilot number, and encounter many different splits. If all the 
splits are busy, the call is allowed to queue to the first four splits it encoun-
ters. Additional splits may be programmed in the CCV, but no queuing is 
permitted if the splits are busy. A Dequeue instruction removes the call from 
one or all of the queues it currently occupies. After dequeuing, additional 
splits may be programmed and queuing will take place.
b. There are a limited number of queue spots available in the ACD system. If 
a call is queued to four different splits, it has absorbed four queue spots. In 
the unlikely event that all the queue spots in the ACD system are in use, the 
split queue will not accept additional calls even though its queue depth limit 
has not been reached.
2. Queue Size Restrictions:
a. Queues are basically unlimited in size; however, a maximum queue depth 
may be specified when designing the database. For example, a small split 
having only six agents should not allow 220 queued calls.   This would result 
in numerous abandoned calls. A maximum queue size of 15 would be more 
appropriate for this particular split. Once full, additional calls would get 
busy tone or endless ringing, depending on CCV programming. Each split’s 
queue is programmed with a maximum size which may be an absolute num-
ber (1 to 700) or may be stated as a percentage of logged on agents (5% to 
1000%).
b. The total number of all calls waiting in all queues combined with the total 
number of all calls currently connected to agents is limited to the maximum 
number of Call Records. Refer to the ACD Job Specification for the quantity 
of Call Records allocated for each  ACD system. When the supply of Call 
Records is exhausted each new incoming call will be connected to the oper-
ator access code specified in ACDTN (Tenant Data MAT command ). See 
“OPERATOR SELECTION” on page84 for information pertaining to the 
specification of the operator access code. 
						

							QUEUING - ACD
Service Conditions
92CallCenter
WorX 
ACD Features and Specifications
3. Queue Timing Restrictions:
a. There is no limit on how long a call may remain in queue. There are ways 
of removing calls from queues including the caller disconnecting, a success-
ful transfer to a PBX number, a Dequeue instruction in the CCV, or the call 
being answered by an agent from another queue. Encountering an END 
instruction in a CCV does not remove the call from the queue. 
						

							RELEASE - ACD POSITION
General Description
CallCenter
WorX 93
ACD Features and Specifications
RELEASE - ACD POSITION
General Description
This feature allows an agent who is using a headset to release from a call by pressing 
the 
RELEASE key, rather than waiting for the other party to disconnect.
Operating Procedure
1. While engaged in a call, the agent or supervisor presses the 
RELEASE key.
2. The calling party is immediately disconnected and the agent or supervisor 
becomes idle with after-call availability set accordingly. Refer to 
“AVAILABILITY - ACD POSITION” on page 19 for related information. 
						

							RING DELAY
General Description
94CallCenter
WorX 
ACD Features and Specifications
RING DELAY
General Description
This feature is programmed in a Call Control Vector (ACD CCV) using the Ring 
Delay step followed by a parameter from 1 to 15 seconds. Once a call has traversed 
a Ring Delay step then the ring delay feature will be applied to that call when it 
ultimately connects to an agent!
The effect of the Ring Delay feature on a call is that once an agent has been selected 
to receive this call there will be a delay in connection of up to 15 seconds. This delay 
is intentionally inserted to provide a window during which a host computer could 
paint information on the agent’s screen which is pertinent to the call. The Host 
Computer is allowed to shorten the Ring Delay cycle by sending an appropriate 
Infolink command to the ACD. This message (IHx) will cause the call to 
immediately ring through to the agent’s position.
Service Conditions
1. The accuracy of the timing in the Ring Delay feature is +/- 2 seconds.
2. For a Ring Delay step in a CCV to be effective it must appear before the Queue 
To step, otherwise the Ring Delay step may not be reached if calls ring in and go 
directly to a waiting agent. 
						

							SPLITS
General Description
CallCenter
WorX 95
ACD Features and Specifications
SPLITS
General Description
A Split is a basic building block of a call center and is generally thought to consist 
of a group of agents performing a similar task, a prioritized queue for incoming 
callers and possibly a supervisor position to oversee the caller and agent activity 
within the split. The supervisor may have a sophisticated statistics program 
available to monitor the caller and agent activity which will provide both realtime 
as well as historical information.
Many features are provided on a per-split basis and applied equally to all agents in 
the split or all callers in the split’s queue. Here is a brief summary of the features 
available for a split. Most of these are discussed in detail on their respective pages 
and are included here for summary information only.
After ACD Call Mode
At the conclusion of each call an agent can be automatically either available or in 
wrap up mode depending on this setting. Straightforward key presses at the agent 
instrument allows individual agents to override this feature on a call-by-call basis.
Agent Queueing Options
An option exists where the agent’s preference levels can be checked in order to 
decide which agent should receive the next incoming call. When preference levels 
are not being checked then the call will go to the longest waiting agent. If preference 
levels are being checked then the agent with the highest preference level is located 
and if there are more than one with the same preference level then the longest 
waiting one will be assigned the call.
Answer Mode
By default, agent phones may be setup for auto answer which provides zip tone and 
an automatic connection or manual answer in which case the agent’s position will 
ring and the incoming call should be answered in the normal fashion. 
Straightforward key presses at the agent instrument allows individual agents to 
override this feature on a call-by-call basis.
Assist Destination
A destination to receive calls when an agent presses the Assist Key can be specified 
for each split.
Auto Ready after PBX Call
A feature may be setup such that an agent’s position will be automatically replaced 
in the Ready Mode at the conclusion of a call on their PBX line. 
						

							SPLITS
General Description
96CallCenter
WorX 
ACD Features and Specifications
Auto Work with PBX Answer
ACD positions may be automatically placed in the Work Mode when an agent 
answers an incoming call on their PBX line.
Auto Work with PBX Ringing
ACD positions may be automatically placed in the Work Mode when an incoming 
call begins to ring on their PBX line.
Auto Work with PBX Dialing
ACD positions may be automatically placed in the Work Mode when an agent 
receives dial tone in order to place an outgoing call on their PBX line.
Break Types
By simply pressing a digit ‘1’ through ‘9’ when entering the Break Mode the MIS 
systems can track more closely how an agent’s time is being spent.
Call Recover Timer
After a call has been assigned to an agent’s position it is expected to be answered 
within a certain short period of time. If the call is not answered it can be 
programmed to be recovered and placed back in queue. At this time it will be 
connected immediately to another agent if one is available or will wait as the highest 
priority call to be connected as soon as one is available.
Call Waiting Chime On
The Call Waiting feature includes an optional chime which sounds only at ACD 
positions which are in the Work Mode at the moment the CW light turns on or 
begins flashing.
Call Waiting Threshold
The Call Waiting LED can be programmed to light when ‘X’ calls are in queue and 
begin flashing when there are ‘Y’ calls in queue. The thresholds are programmed 
independently for each split.
Conditional Threshold
Certain splits may be programmed to only accept overflow calls from other splits 
only if certain thresholds have not been exceeded. Either too many calls in queue or 
not enough available agents can prevent conditionally queued incoming calls from 
reaching this split.
Do Not Disturb Mode
When a split is unstaffed it operates in a Do Not Disturb Mode. Calls may be either 
allowed or restricted from queueing during this mode.