NEC Neax 2000 Ivs Callcenterworx Acd Features And Specifications

							SPLITS
General Description
CallCenter
WorX 97
ACD Features and Specifications
Emergency Destination
A destination to receive calls when an agent presses the Emergency Key can be 
specified for each split.
Hot Split
When a split is specified as a Hot Split then all ACD positions which are 
programmed for that split are automatically logged on when the ACD is initialized. 
This is most useful for ports which are typically staffed with machines like dictation 
equipment, answering machines, voice mail, etc.
Logon ID
Agents are expected to use a logon ID to gain access to an ACD position. It is via 
this ID that the ACD becomes aware of what kind of calls should be assigned to this 
position.
Queue depth
The number of calls waiting to be answered in a split’s queue can be limited as an 
absolute value or as a percentage based on the number of agents logged in and 
working. Of course the limits can be set to such a level as to be virtually unlimited.
Monitor Me Destination
A destination to receive calls when an agent dials the Monitor Me code can be 
specified for each split. A supervisor is alerted to the agent’s request for monitoring 
and should commence a silent monitor to that station.
Night Destination
A destination pilot number can be specified to receive incoming ACD calls when a 
split goes to Night Mode.
Stranded Calls CCV
If there are calls remaining in queue even after the last agent has logged off they 
will be forwarded automatically to the Stranded Calls CCV if on has been specified.
Work Mode Restriction
The ability for agents to selectively enter the work mode can be restricted. In such 
an environment agents will normally be forced to take one incoming call after 
another or enter the break mode.
Work Mode Timeout
The amount of time allocated for after call work mode wrap up can be set for each 
split. At the conclusion of that time period the agent will be automatically placed in 
the ready mode in order to receive a new incoming ACD call. 
						

							SPLITS
Service Conditions
98CallCenter
WorX 
ACD Features and Specifications
By properly assigning these features each split can customize the method of 
operation to suit the needs of the agents and clients. Additionally, it may be 
advantageous for an agent to be a member of multiple splits at one time. Please refer 
to “MULTI-SPLIT AGENT” on page72 for additional information.
The Supervisor Concept
The concept of a supervisor or a supervisor position has no formal definition within 
this ACD. Some of the traditional ideas of a supervisor are described below and in 
all cases these features or attributes may be applied to any agent or agent position.
Controls Day / Night Mode
Traditionally the supervisor would be responsible for placing the split in the day 
mode and night mode. This operation is performed via the 
NIGHT key which was 
typically only present on the supervisor’s phone. Now, any agent telephone may be 
programmed with a 
NIGHT key, indeed, the supervisor phone is just another agent 
phone, and may place the split into the day or night modes. Each phone in the split 
equipped with a 
NIGHT key will get an appropriate NIGHT lamp indication whenever 
anyone in the split changes the day / night mode.
Can utilize the Performance Appraisal / Silent Monitor feature.
This feature is activated through the use of the 
MON/BARGE key and is available to 
any agent position equipped with such a key. It is not hard to imagine an 
environment where a senior agent may be responsible for doing some of the 
performance appraisals but not be considered the “Supervisor”. Every position may 
be equipped with a 
MON/BARGE key.
Has access to the Realtime and Historical Report MIS Information.
This capability is provided by external computer (PC) equipment. It is a 
management decision that determines who will be provided with such computer 
equipment. We would expect most “Supervisors” to have access but certainly other 
individuals may have a need for such information as well.
Service Conditions
1. Every position in the ACD may be a member of the same split. 
						

							SPLIT DISPLAY - ACD POSITION
General Description
CallCenter
WorX 99
ACD Features and Specifications
SPLIT DISPLAY - ACD POSITION
General Description
The name of the split that a position belongs to can be displayed while the position 
is in Vacant mode. This maintenance feature helps the user determine which 
positions belong to which splits. 
Operating Procedure
1. While the position is Vacant, press the 
AUTO/MAN key or the WORK key.
2. Two four-second displays will follow each other providing some brief statistics 
pertaining to the split this position belongs to.
 the current queue depth and wait time of the longest caller is displayed first: 
Q = 1 WAIT = 4:38
 the name of the split and an estimated time to answer (ETA) for a call just 
arriving is shown second: 
SALES: 5:45
3. The display returns to VACANT.
Service Conditions
1. This feature is only available when the position is unoccupied.
2. Positions which are programmed to allow any split cannot use this feature but 
Tally-Oh codes have been provided which can display the same information if 
the position has proper permission settings to use these codes. See 
“TALLY-OH CODES” on page 103 for specific information.
3. The agent’s display will show 
SPLIT: ANY if the position is programmed as an 
any split position and an attempt is made to use this feature. 
						

							SPLIT SELECTION
General Description
100CallCenter
WorX 
ACD Features and Specifications
SPLIT SELECTION
General Description
Split selection is determined by the position in use and the logon ID in use. A logon 
ID indicates whether the agent can service a single split (single-split mode) or a 
maximum of four splits concurrently (multi-split mode). A logon ID can access a 
maximum of four specified splits or any split. A position can access a single 
specified split or any split.
When an agent logs on, a validation procedure compares the split assignment of the 
position with the split assignment and the split mode of the logon ID. The three 
factors (position split assignment, logon ID split assignment, logon ID split mode) 
determine the split(s) that the agent works in and that are displayed during the logon 
process. Please refer to “MULTI-SPLIT AGENT” on page72 for additional 
information.
Operating Procedure
1. Split assignments for positions and logon IDs are accomplished through ACD 
MAT assignments.
2. Split selections are performed automatically by the ACD system when an agent 
logs on.
Service Conditions
1. One combination of a positions split assignment and a logon ID is not allowed. 
One combination of a split mode and a split assignment, within the same logon 
ID, is not allowed.   Both combinations are denied because the determination of 
the appropriate split(s) would be an ineffective use of ACD system resources 
and agents time. The two combinations which are not permitted are:
a. A logon ID which allows any split, in combination with a position which 
allows any split;
b. A logon ID which indicates multi-split mode and allows any split.
2. Changes to the positions split assignment and/or the logon ID, entered at the 
ACD MAT or the ACD MIS terminal, will take effect immediately when the 
agent logs on. If these changes are invoked when the agent is already logged on 
at a position, then several scenarios unfold. Refer to “MULTI-SPLIT AGENT” 
on page 72 for an explanation of these scenarios.
3. A supervisor can invoke a Supervisor Tally-Oh Code (refer to “TALLY-OH 
CODES” on page 103) to change the logon ID attributes, while an agent is 
logged on at a position. These changes are only effective for the duration of the 
current session; when the agent logs off, the changes are ignored. The effect of 
these changes, during the current session, are explained in “MULTI-SPLIT 
AGENT” on page 72. 
						

							STRANDED CALL ROUTING
General Description
CallCenter
WorX 101
ACD Features and Specifications
STRANDED CALL ROUTING
General Description
A stranded call is defined as a call left unanswered in queue at the time when the 
last agent in the split logs off the ACD system. If this call is not queued to any other 
split which still has agents logged on then it becomes “stranded” at the moment the 
last agent logs off and is a candidate for Stranded Call Routing.
Some call centers operate by placing a split into Night Mode some number of 
minutes prior to their actual closing time or more precisely prior to the time when 
the last agent will log off. This will stop new incoming calls from being queued 
while the remaining agents handle the calls which are still in queue. The Stranded 
Call Routing feature is not affected by Night Mode and will still be invoked to 
reroute any calls remaining in queue when the last agent logs off.
When Stranded Call Routing is invoked each caller remaining in queue will be 
directed to a new Call Control Vector and step and continue their ACD processing 
from that new point. Any CCV sequence may be specified at this time.
Operating Procedure
1. A caller remains in queue for the Customer Service split.
2. One agent is still working, handling another call and all other agents have 
logged off and gone home.
3. The last agent finishes the call and enters After Call Work Mode.
4. After some time, and without answering the last call in queue, this agent logs off 
the system.
5. Since the caller in queue is only in the Customer Service queue and there are no 
agents remaining in this split the caller will be immediately rerouted to the 
Stranded Call CCV destination specified for this split.
Service Conditions
1. Assist and Emergency calls will be rerouted by the Stranded Call Routing 
feature. 
						

							TALLY COUNT
General Description
102CallCenter
WorX 
ACD Features and Specifications
TALLY COUNT
General Description
This feature allows agents to register the occurrences of several specific events 
using the dial keypad, such as responses to various advertising methods, sales 
campaigns, or calls from particular locations.
The MIS system is responsible for keeping a record of each event and may keep 
additional statistics for the various Tally Count events such as call duration. If a 
particular Tally Count pertains to a specific phone conversation that Tally Count 
will need to be entered either during the phone call itself or during the After Call 
Work time following that call and definitely prior to the beginning of the next ACD 
call. Once the next call has begun a Tally Count entry at that time would be 
associated with the new call. There is no was to associate a Tally Count with a 
previous call once a subsequent call has begun.
Multiple Tally Counts may be entered for a single phone call.
This feature is activated by the operation of the 
TALLY key on the agent position.
Operating Procedure
1. The agent presses the 
TALLY key at any time. The displays shows TALLY 
NUMBER?
.
2. The agent enters up to 22 digits from the telephone keypad and presses # when 
finished.
3. The displays shows 
TALLY ENTERED, for a short time, and then reverts to the 
previous display. 
4. Pressing the 
TALLY key a second time before pressing the “#” key cancels the 
Tally Count feature.
5. All digits must be entered within a 30-second period or the Tally Count feature 
will timeout. After timeout, the feature is reset and all digits will have to be 
reentered.
Service Conditions
1. Tally Count items are entered by pressing one of the dial keypad digits, “0” 
through “9” (however, leading digit “0” is not allowed).
2. The length of tally numbers is variable, to a maximum of 22 digits.
3. The “*” key and the “#” key cannot be used as tally numbers since they are used 
to erase and enter input.
4. The keypad number “0” cannot be used as the leading digit of a Tally Count 
code since this number is reserved as the leading digit for Tally-Oh Codes. 
Refer to “TALLY-OH CODES” on page 103 for related information. 
						

							TALLY-OH CODES
General Description
CallCenter
WorX 103
ACD Features and Specifications
TALLY-OH CODES
General Description
Tally-Oh Codes are reserved for special use by agents or supervisors in the ACD 
system and are not reported to the MIS. These codes invoke various actions, such 
as statistical displays and mode changes. Tally-Oh Codes always begin with the 
digit zero, “0”. This trait of always using a leading digit of “0” differentiates the 
Tally-Oh Codes from the Tally Codes which are reported to the MIS system for 
statistical analysis.
The Tally-Oh Codes are divided into three categories which are suggestive of the 
types of users who are most likely to need those codes. Only the Supervisor Codes 
can be restricted on a per-position basis. All other codes may be used at any ACD 
position.
The following three tables illustrate the purpose and usage of the Tally-Oh Codes 
for Agents, Supervisors, and Technicians.
Operating Procedure
1. The agent/supervisor presses the 
TALLY key at any time. The displays shows 
TALLY NUMBER?.
2. The agent/supervisor enters the Tally-Oh Code from the telephone keypad and 
presses “#” when finished.
3. Pressing the 
TALLY key a second time before pressing the “#” key cancels the 
Tally-Oh Code entry.
4. The Supervisor Tally-Oh Codes must be explicitly enabled on a per-position 
basis as specified in the ACD MAT Position Data command.
Agent Examples:
1. Press 
TALLY key.
2. For Tally-Oh Code 024 dial 024XXX# (XXX = split number).
3. For Tally-Oh Code 025 use 025XXX# (XXX = split number).
4. For Tally-Oh Code026 use 026#.
5. For Tally-Oh Code 027 use 027#.
Supervisor Examples:
1. Press 
TALLY key.
2. For Tally-Oh Code 050 dial 050XXXBBZZZ.
XXX =  the “from” split;
BB =  the number of calls to be redirected (a maximum of 10 calls);
ZZZ = the “to” split. 
						

							TALLY-OH CODES
Service Conditions
104CallCenter
WorX 
ACD Features and Specifications
3. For Tally-Oh Code 054 dial 054XXXX# (XXXX = position number).
a. Display reads Split number: Dial YYY# (YYY = split number)
b. Display reads Priority: Dial AA# (AA = priority 01-99)
4. For Tally-Oh Code 055 dial 055XXXX# (XXXX = position number)
a. Display reads Split number: Dial YYY# (YYY = split number)
5. For Tally-Oh Code056 dial 056XXXX# (XXXX = position number).
6. For Tally-Oh Code 057 dial 057XXXX# (XXXX = position number).
Service Conditions
1. Tally-Oh Codes are entered by pressing one of the dial keypad digits, “0” 
through “9”.
2. The “*” key and the “#” key cannot be used as Tally-Oh Code numbers since 
they are used to erase and enter input.
Table 17: Agent Tally-Oh Codes
Code Description
000#
Replay agent’s statistics: shift time, number of ACD calls answered, average talk time, 
total time in work mode since logging on, and total time in break mode since logging 
on). Can be used from any mode. After logging off, statistics can be replayed as many 
times as necessary until an agent logs onto the position. All statistics are reset upon 
logon.
Sample Displays:
SHIFT 3:12:48(hours, minutes, seconds)
ACD CALLS 22(one to three digits)
AVG TALK 3:11(minutes and seconds)
T-WORK 0:55:19(hours, minutes and seconds)
T-BREAK 1:04:31(hours, minutes and seconds)
001#
Display queue depth for current split. If used from a vacant position, the position’s split 
is used. If used while logged on, the agent’s split is used. For agents working in multi-
split mode, the queue depths of all of the agent’s splits are displayed, one at a time.
Sample Displays:
ORDERS 10
002#
Display time of longest waiting caller for current split. If used from a vacant position, 
the position’s split is used. If used while logged on, the agent’s split is used. For agents 
working in multi-split mode, the longest waiting callers of all of the agent’s splits are 
displayed, one at a time.
Sample Displays:
SERVICE 1:50(minutes and seconds) 
						

							TALLY-OH CODES
Service Conditions
CallCenter
WorX 105
ACD Features and Specifications
003#
Display number of working agents in split. A working agent is one that is logged on, 
and not in break mode. (Either on an ACD call, in work mode, or ready mode) If used 
from a vacant position, the position’s split is used. If used while logged on, the agent’s 
split is used. For agents working in multi-split mode, the number of working agents for 
all of the agent’s splits are displayed, one at a time.
Sample Displays:
DOMESTIC 151(1 to 3 digits)
004#
Display number of agents on break in split. If used from a vacant position, the 
position’s split is used. If used while logged on, the agent’s split is used. For agents 
working in multi-split mode, the number of agents on break for all of the agent’s splits 
are displayed, one at a time.
Sample Displays:
INTERNAT’L 8(1 to 3 digits)
005#
Display time passed since entering current mode. Valid for all modes: vacant, work, 
break, ready, or on an ACD call.
Sample Displays:
BREAK 0:41:06(hours, minutes and seconds)
006#
Monitor me request. An agent asks a supervisor to monitor the conversation. Only valid 
while on an ACD call.
Sample Displays:
MONITOR JAMES
007#
Temporarily disable work mode time limit. Valid only from work mode, and disabled 
only until agent exits work mode.
Sample Displays:
TIMEOUT DISABLED
008#
Display time and date for four seconds. Can be used from any mode, including modes 
such as ready and break where the display normally shows a constant display.
Sample Displays:
4:58 PM MON 28
009#Clear permanent display such as “READY”, “ON BREAK”, or “VACANT”.
021#Setup Connection Displays, see “CONNECTION DISPLAYS” on page44
022#Online Help, see “CONNECTION DISPLAYS” on page44
023#Show Connection Displays, see “CONNECTION DISPLAYS” on page44
024#Agent uses to add himself or herself into another split (for CallCenterWorX ACD 
version 2.0 only). See Note below.
025#Agent uses to remove himself or herself from a split (for CallCenterWorX ACD version 
2.0 only). See Note below.
Table 17: Agent Tally-Oh Codes
Code Description 
						

							TALLY-OH CODES
Service Conditions
106CallCenter
WorX 
ACD Features and Specifications
026#Displays the current splits that the agent is in (for CallCenterWorX ACD version 2.0 
only). See Note below.
027#Makes permanent the changes made by Tally-Oh Code 024 or 025 (for CallCenterWorX 
ACD version 2.0 only). See Note below.
028#Unlock an agent’s own position (Emergency use only).
029#Fo rce  a n  ag e n t’s own  posi tio n  t o  l ogoff ( Em ergency use only).
NoteIf Tally-Oh Code 027 is not used, the changes made by Code 024 and 025 will return to 
the original setting when that agent logs off.
Table 18: Supervisor Tally-Oh Codes
Code Description
030
Display statistics for a given agent: shift time, number of ACD calls answered, average 
talk time, total time in work mode since logging on, and total time in break mode since 
logging on.
Press: 030aaaaa# (aaaa = agent’s ACD or PBX extension)
Sample Displays:
SHIFT 3:12:48(hours, minutes, seconds)
ACD CALLS 122(one to three digits)
AVG TALK 3:11(minutes and seconds)
T-WORK 0:55:19(hours, minutes and seconds)
T-BREAK 1:04:31(hours, minutes and seconds)
031
Display a given agent’s current mode and the time passed since entering that mode. 
Valid for all modes: vacant, work, break, ready, or on an ACD call.
Press: 031aaaa# (aaaa = agent’s ACD or PBX extension)
Sample Displays:
BREAK 0:41:06(hours, minutes and seconds)
032Force a given agent to break mode. (From work or ready modes)
Press: 032aaaa#(aaaa = agent’s ACD or PBX extension)
033Force a given agent to ready mode. (From break or work modes)
Press: 033aaaa#(aaaa = agent’s ACD or PBX extension)
034Force a given agent to work mode. (From break or ready modes)
Press: 034aaaa#(aaaa = agent’s ACD or PBX extension)
035
Change a given agent’s split or multi-split mode. Prompts are displayed to prompt for 
split number and approval.
Press: 035aaaa#(aaaa = agent’s ACD or PBX extension)
Table 17: Agent Tally-Oh Codes
Code Description