NEC Neax 2000 Ivs Callcenterworx Acd Features And Specifications

							TALLY-OH CODES
Service Conditions
CallCenter
WorX 107
ACD Features and Specifications
036
Display queue depth for a given split.
Press: 036ss#(ss = one or two digit split number)
Sample Displays:
DOMESTIC 36
037
Display time of longest waiting caller for a given split.
Press: 037sss#(sss = one or two or three digit split number)
Sample Displays:
INTERNAT’L 4:06(minutes and seconds)
038
Display number of working agents (on an ACD call, in Work or Ready modes) for a 
given split.
Press: 038ss#(ss = one or two digit split number)
Sample Displays:
CRUISES 9
039
Display number of agents on break for a given split.
Press: 039ss#(ss = one or two digit split number)
Sample Displays:
SKY-DIVERS 2
040
Change night mode of a given split.
Press: 040ss# (ss = one or two digit split number).
The prompt NIGHT MODE? will be displayed to ask for approval to put the specified 
split into night mode.
To approve, press “1#” and the display split name = NIGHT will be shown.
To disapprove and put the split into day mode, press “#” and the display 
split name = DAY will be shown.
Sample Displays:
AWARDS = NIGHT
AWARDS = DAY
041
Display Estimated Time to Answer (ETA) for a given split.
Press: 041sss# (sss = one or two or three digit split number)
Sample Displays:
SALES: 11:43 (minutes and seconds)
050Redirect calls in queue from one split to another split (for CallCenterWorX ACD 
version 2.0 only). See Note below.
054Add an agent to another split (for CallCenterWorX ACD version 2.0 only). See Note 
below.
055Remove an agent from a split (for CallCenterWorX ACD version 2.0 only). See Note 
below.
Table 18: Supervisor Tally-Oh Codes
Code Description 
						

							TALLY-OH CODES
Service Conditions
108CallCenter
WorX 
ACD Features and Specifications
056Display an agent’s cirrent splits (for CallCenterWorX ACD version 2.0 only). See Note 
below.
057Make permanent the changes made by Tally-Oh Code 054 or 055 (for CallCenterWorX 
ACD version 2.0 only). See Note below.
068Unlock a given agent’s position. (Emergency use only)
Press: 068aaaa#(aaaa = agent’s ACD or PBX extension)
069Force a given agent’s position to logoff (Emergency use only).
Press: 069aaaa#(aaaa = agent’s ACD or PBX extension)
NoteIf Tally-Oh Code 057 is not used, the changes made by Code 054 and 055 will return to 
the original setting when that agent logs off.
Table 19: Technician Tally-Oh Codes
Code Description
071
Set I/O port speed (for MIS or trace).
Press: 071pss#(p = I/O port number 1-6. ss = two-digit speed 04-64) Default speed is 
24 for all ports.
Can also be done by ACDCOM MAT command.
072
Turn call processing trace on or off. Output goes to the trace port setup by “070” above, 
or to a buffer in ACD memory if a trace port is not active.
Press: 072s#(s = state:  0 (off) or 1 (on))
Can also be done by ACDCOM MAT command.
073
Turn X409 trace on or off (hex messages between ACD and PBX). This trace outputs 
very large amounts of data, and cannot be enabled while a trace port is active unless a 
Tally-Oh Super User code is used. Output will go to a buffer in ACD memory if a trace 
port is not active.
Press: 073s# (s = state: 0 (off) or 1 (on))
Can also be done by ACDCOM MAT command.
NOTE: Because of the large amount of trace data, this trace is usually used only by NEC 
engineers.
074
Turn MIS trace on or off (MIS related trace and error messages). Output goes to the 
trace port setup by “070” above, or to a buffer in ACD memory if a trace port is not 
active.
Press: 074s#(s = state: 0 (off) or 1 (on))
Can also be done by ACDCOM MAT command.
076Display error counts.
Press: 076n#(n = error count number 0-99)
Table 18: Supervisor Tally-Oh Codes
Code Description 
						

							TALLY-OH CODES
Service Conditions
CallCenter
WorX 109
ACD Features and Specifications
077Reset all error counts.
Press: 0770#
078Reset trace flag (memory save after some errors).
Press: 0780#
079Display time of last ACD initialization.
Press: 079#
080Display ACD version number and release date.
Press: 080#
081Unlock given logon id.
Press: 081n#(n = logon id number)
082Display current location of buffer trace pointer.
Press 082#
083Force MIS download on a given port.
Press: 083p#(p = MIS port number 1-6)
084
Display (clear) debugging call counters.
To display, press: 084#
To clear counters, press: 0840#
085Turn st_driver() debugging on or off. Usually used with call processing trace.
Press: 085s#(s = state: on = 1, off = 0)
Table 19: Technician Tally-Oh Codes
Code Description 
						

							TALLY-OH CODES
Service Conditions
110CallCenter
WorX 
ACD Features and Specifications
087X
X = 0 – 6 (for CallCenterWorX ACD version 2.0 only)
0 = Clear (reset to 0) all 087 counters
1 = SMFN 1 – ACD Call counter
2 = SMFN 2 – ACD Answer counter
3 = SMFN 3 – ACD Release counter
4 = SMFN 4 – ACD Offhook counter
5 = Events/hour – ACD Call Rate (number of ACD calls in an hour)
6 = Events/hour – ACD Answer Rate (number of ACD calls answered in an hour)
088X
X = 0 – 6 (for CallCenterWorX ACD version 2.0 only)
0 = Clear (reset to 0) all 088 counters
1 = SCF 1 – Orig. Call counter
2 = SCF 2 – Release Call counter
3 = SCF 4 – Connect Call counter
4 = SCF 5 – Announcement Call counter
5 = SCF 6 – Non ACD Call counter
6 = SCF 7 – Xfer Call counter
Table 19: Technician Tally-Oh Codes
Code Description 
						

							TALLY REQUIRED
General Description
CallCenter
WorX 111
ACD Features and Specifications
TALLY REQUIRED
General Description
This feature is programmed on a per-split basis via the ACDSPL MAT command. 
When a split is marked for Tally Required an agent will not be able to answer a new 
incoming ACD call until a Tally entry has been made for the previous call. If an 
agent attempts to enter the Ready Mode to receive a new call but has not yet entered 
a Tally Code from the previous call a message will display “Tally Needed” for a 
few seconds.
The per-Call Tally field on the ACDSPL MAT command may be set independently 
for each split in the ACD. Even is an agent is using the multi-split agent feature will 
be checked as each call is assigned based on the split that call is coming from. The 
Tally Code may be entered while the call is in progress or during the after-call work 
mode. If the after-call work mode is timed and the timer expires before the Tally 
Code has been entered a Permanent Work Mode will result. Once in Permanent 
Work Mode an agent will be required to press the Work Key in order to receive the 
next incoming call and, or course, this will only be effective after the required Tally 
Code has been entered.
Service Conditions
1. Agents who are determined to get around the requirement of entering a Tally 
Code after each and every call may find that they are not even allowed to logoff 
the ACD system until they have entered a tally code for the most recently 
completed call. This is not a bug. The “Tally Needed” display will serve as a 
strong reminder to the agent that they have not yet completed the requirements 
for the previous call.
2. An agent is not permitted to go to Break Mode until a required Tally Code has 
been entered for the previous call. The usual display will remind the agent that 
the tally code is still needed.
3. Tally-Oh codes to Force Logoff a position will work even thought a final Tally 
Code has not been entered.
4. Even though Tally Codes are required it is still possible for counts of Tally 
Codes and calls handled to differ. There are a few reasons for this, not the least 
of which if that multiple Tally Codes for a single call are always permitted. 
						

							TIME OF DAY/WEEK ROUTING
General Description
112CallCenter
WorX 
ACD Features and Specifications
TIME OF DAY/WEEK ROUTING
General Description
The routing of incoming calls can be controlled by the time of week. A week can 
be divided into 50 time segments, with different call handling performed during 
each segment. Segments must begin and end on whole minutes; no fractional 
minutes are allowed. Each segment will specify a Call Control Vector (CCV) 
number and step number where call handling will commence (refer to “CALL 
CONTROL VECTOR” on page23). This routing specification is referred to as a 
Week Schedule.
Week routing can be interrupted during pre-programmed holidays, at which time a 
special 24-hour override table is available with up to eight time segments to provide 
routing on that day. The override table is referred to as a Holiday Schedule (refer to 
“HOLIDAYS SCHEDULING” on page54). Holidays may be programmed up to 
365 days in advance.
Operating Procedure
Week Schedule routing is activated by programming a pilot number to invoke a 
Week Schedule instead of a CCV.
Service Conditions
1. This feature uses the PC system clock to determine the current time. It is the 
users responsibility to ensure that the clock is accurately set in order for week 
routing to make accurate transitions from one time segment to another.
2. In processing the CCV for a particular time of the week, a Queue to Split 
instruction in the CCV may find a split in Night mode or in split call forwarding. 
In this case, the Night mode or split call forwarding will take over the routing of 
the incoming call. See “NIGHT SERVICE - ACD” on page 81 and “CALL 
FORWARDING - SPLIT” on page 35 for more information. 
						

							TRUNK TROUBLE REPORT - MIS
General Description
CallCenter
WorX 113
ACD Features and Specifications
TRUNK TROUBLE REPORT - MIS
General Description
This feature allows an agent to indicate a trouble condition affecting a trunk (e.g., 
poor transmission) which is encountered during a call. The system will log the 
agents position number and the number of the connected trunk. This information is 
printed out on the ACD MAT and provided to the MIS.
Although this feature is designed primarily to aid in the reporting of defective trunk 
circuits it does also report the connected party information even when the connected 
party is not a trunk such as in a station-to-station call.
Operating Procedure
1. The operations at the ACD agent position and the supervisory position are as 
follows:
a. The agent is engaged in an ACD call.
b. The 
TRK TRBL key is pressed on the ACD agent position.
c.
TROUBLE REPORTED is displayed on the position for four seconds and the 
trouble is reported to both the ACD MAT and the MIS terminal.
Service Conditions
1. There is no LED indication when the 
TRK TRBL key is pressed. 
						

							VARIABLE QUEUEING
General Description
114CallCenter
WorX 
ACD Features and Specifications
VARIABLE QUEUEING
General Description
This feature allows the ACD caller to be queued to a split, depending on the number 
of working agents at the time that the ACD call is presented to the split.
Operating Procedure
Variable queueing is programmed by splits in the ACDSPL command in 
ACDMAT.
Service Conditions
Variable queueing is activated by a percentage of working agents (a working agent 
is logged on and not in Break mode). This percentage is specified in increments of 
5 percentage points up to 1000%. This percentage is programmed in ACDSPL at 
maximum queue depth.
Example:
Maximum Queue Depth = 150% 
There are 4 working agents.
The number of calls that will be allowed to queue to the split = 6.
1.50 (or 150% max queue depth)
x 4 (working agents)
6  calls allowed to queue 
						

							VOLUME CONTROL (ACD HEADSET)
General Description
CallCenter
WorX 115
ACD Features and Specifications
VOLUME CONTROL (ACD HEADSET)
General Description
This feature allows the agent to control the receive volume level at the position, 
independently of the level of the incoming signals. This is a feature implemented 
exclusively by hardware with customer provided equipment. 
						

							WORK MODE
General Description
116CallCenter
WorX 
ACD Features and Specifications
WORK MODE
General Description
This feature offers the choice of allowing the agents within a split to enter and exit 
Work Mode. Calls waiting in queue cannot be connected to agents in the Work 
Mode. Since the Work Mode inhibits agents from receiving calls it is sometimes 
beneficial to limit Work Mode use or restrict it altogether. Two features have been 
provided which limit the agent’s ability to be in the Work Mode.
After Call Work Mode Timeout
This feature sets a timer which limits how much time an agent may remain in the 
Work Mode at the conclusion of each ACD call. This mode is sometimes called the 
Wrap-Up Mode as well. When the timer expires the agent is automatically placed 
in Ready Mode and a new ACD call will be connected immediately if there is one 
waiting in queue.
This timeout is programmed on a per-split basis. A Tally-Oh Code allows an agent 
to override this timeout but should be used judiciously. Once the timeout is 
overridden the agent can remain in Work Mode indefinitely.
Work mode, when begun at the conclusion of an incoming ACD call, can either be 
timed or permanent. When it is permanent the Work LED is lit solid red and the 
display briefly shows WORK MODE. To enter the Ready Mode and become 
available for another ACD call you have to press the Work Key. When Work mode 
is timed the Work LED will flash until the timeout expires and the position is 
automatically placed in the Ready mode. Once in the Ready mode the Work LED 
goes off and the agent is available for a new incoming ACD call.
There are two ways to terminate the timed Work mode before the expiration of the 
timer. Which method is in use is based on an ACD system-wide setting. The 
following graphic illustrates the way the LED works. 
WorkTIMED
WORKREADY
WorkTIMED
WORKREADYPERMANENT
WORKWork
Key:
LED is flashingLED is onLED is off