NEC Neax 2000 Ivs Callcenterworx Acd Features And Specifications

							WORK MODE
General Description
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ACD Features and Specifications
Work Mode Restriction
The Work Mode can be restricted altogether for a specified split. Any attempt to 
enter the Work Mode is overridden according to the following conditions:
 The agent presses the 
WORK key. The ACD system ignores the request.
 The agent logs on to the ACD system. The agent is automatically placed in 
Ready mode. and will receive calls immediately if calls are queued.
 The agent concludes an ACD call. The after call work mode of the split is 
ignored by the ACD system and the agent is automatically placed in Ready 
mode. If the agent requested to enter Break mode, while on the ACD call, 
the request will be honored and the agent will not be placed in Ready mode 
at the conclusion of the ACD call.
 The agent is placed in Work mode automatically if an assigned ringing ACD 
call has not been answered and the Recover Call feature has been activated 
and removed that call from the agent’s position. The 
WORK lamp flashes to 
visually inform the agent of the forced entry into Work mode. This prevents 
the agent from receiving another ACD call.
 A supervisor, using a Supervisor Tally-Oh Code, attempts to force the agent 
into Work mode. The request is ignored by the ACD system.
 If the split is also setup for Automatic Work Mode with PBX Call and Work 
Mode Restriction is set then the position will be placed in the Break mode 
instead of the Work mode when PBX calls are assigned.
If the agents within a split are allowed to enter Work mode, the mode can be entered 
given the following conditions.
 The agent from the Ready Mode presses the 
WORK key.
 The agent is placed in Work mode automatically upon logon. This prevents 
a call from being connected before the agent is prepared to handle the call.
 The agent is placed in Work mode automatically at the conclusion of an 
ACD call, if the after call mode of the split is set to “Work”.
 The agent is placed in Work mode automatically if an assigned ringing ACD 
call has not been answered and the Recover Call feature has been activated 
and removed that call from the agent’s position. The WORK lamp flashes 
to visually inform the agent of the forced entry into Work mode. This pre-
vents the agent from receiving another ACD call.
 The agent is forced into Work mode, from Ready mode or Break mode, by 
a supervisor using a Supervisor Tally-Oh Code. Please refer to “TALLY-
OH CODES” on page103 for additional information. 
						

							WORK MODE
Operating Procedure
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ACD Features and Specifications
Operating Procedure
This feature is an inherent feature of the ACD programs. Agents use the 
WORK key 
on their ACD position to set the Work Mode appropriately. Work Mode restrictions 
and timeouts are programmed using the MAT command ACDSPL for each split.  
						

							WORK MODE TIME LIMIT
General Description
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ACD Features and Specifications
WORK MODE TIME LIMIT 
General Description
This feature allows the specification of a maximum time limit for an agent to be in 
Work mode at the conclusion of an ACD call before being automatically placed in 
Ready mode. Once in Ready mode, the agent will be connected to a call if calls are 
queued. The time limit applies to all the agents within a split.
An agent may apply an Agent Tally-Oh Code to disable the work mode time limit 
by pressing the 
TALLY key and entering 007#.
Operating Procedure
1. This feature is implemented through an ACD MAT command. The command 
data is on a split-wide basis.
2. The following example illustrates the operation of the feature.
a. The Work mode time limit is set at 45 seconds for Split A.
b. After-call Work mode is set for Split A.
c. An agent in Split A completes an ACD call, and is automatically placed in 
Work mode.
d. One of four different scenarios could follow:
1. The agent does not press any keys in the next 45 seconds. The agent is 
automatically placed in Ready mode and is connected to a caller if there 
are calls in queue.
2. The agent presses the 
BREAK key or LOGON key within the next 45 sec-
onds. The agent is placed in the appropriate mode.
3. The agent chooses to return to Ready mode in less than 45 seconds, and 
presses the 
WORK key. The agent is connected to a caller if there are 
calls in queue.
4. The agent wishes to remain in Work mode for more than 45 seconds. 
The agent disables the timeout by pressing the 
TALLY key and entering 
007#. The agent will remain in Work mode indefinitely.
Service Conditions
The Tally-Oh Code which is used to disable the Work mode time limit (007) is 
available to every agent and supervisor. This Tally-Oh Code cannot be disabled. 
						

							ZIP TONE
General Description
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ACD Features and Specifications
ZIP TONE
General Description
When an agent is operating in AUTOMATIC ANSWER mode, the system will 
provide an audible burst of tone to the agents receive audio path before connecting 
an incoming ACD call.
Operating Procedure
The operation of this feature from the agent or supervisory position is as follows:
From Manual Answering status:
1. The 
AUTO/MAN key is pressed.
2.
AUTO ANSWER is displayed.
3. The 
AUTO/MAN lamp lights steadily.
4. The agent hears Zip Tone when an ACD call is connected.
Service Conditions
1. Tones:
a. Normal ACD calls are introduced by a single burst of tone.
b. Calls which may require special handling, calls which have overflowed 
from another split, calls which were call forwarded from another split by 
that splits supervisor, and calls transferred by agents or other business sta-
tions are introduced by two bursts of tone. 
						

							APPENDIX A – Definitions
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ACD Features and Specifications
APPENDIX A – Definitions
 Announcement A Call Control Vector instruction that causes an 
audio message (announcement) to be connected to 
the user.
 Call An incoming ACD call that is either connected to an 
agent, is in a split queue, or is in an agent personal 
queue. This includes calls originated from any type 
of circuit including trunk, CCIS trunk, business 
station or agent position.
 Call Control Vector When the ACD system receives a call to a pilot 
number, the processing of the call is controlled by a 
Call Control Vector (CCV) or a Week Schedule. A 
CCV is a sequence of instructions for handling an 
incoming call to the ACD system. The instructions 
can include: placing a call in the queue of a specific 
split; delivering an announcement to the calling 
party; pausing; placing the call under the control of 
another Call Control Vector; etc.
 Holiday Schedule A calendar date can be defined as a holiday. A 
Holiday Schedule, which pertains to all the splits in a 
tenant which uses a Week Schedule, permits special 
ACD call routing for the date defined as a holiday. 
The day can be divided into eight (8) time periods.    
A specific instruction (step number), within a 
specific Call Control Vector, is associated with each 
time period. The Call Control Vector will control the 
flow of any incoming ACD calls received during the 
time period.
 Logon ID An access code used by agents/supervisors to be 
granted permission to handle ACD calls at a position. 
The logon ID describes the environment (language, 
splits serviced, personal pilot number and attributes, 
emergency and assist request numbers) in which the 
agent/supervisor shall work.
 Multi-splits per Agent Each agent logon ID will allow an agent to work in 
as many as 16 multiple splits simultaneously. 
 Personal  Pilot  Number  A number called to reach a specific agent. If the ACD 
agent is available to service the call, the caller is 
connected. If the ACD agent is unavailable, the call 
is placed in a group of waiting calls (referred to as an 
agent personal queue). A call in an agent personal 
queue has precedence over any call in a split queue. 
						

							APPENDIX A – Definitions
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ACD Features and Specifications
 Pilot Number A pilot number is associated with a Call Control 
Vector or Week Schedule, which in turn attempts to 
route the call to a split. If an ACD agent, within the 
split, is available to service the call, the caller is 
connected. If ACD agents are unavailable, the call is 
assigned a priority level and placed in a group of 
waiting calls (referred to as a split queue).
 Position A specialized telephone instrument (D
term) used by 
agents/supervisors to handle ACD calls.
 Priority Level A numerical value, assigned to a call, that affords the 
call a rank among calls waiting to be serviced by an 
ACD agent. The higher the priority (rank), the more 
quickly the call will be serviced when an agent is 
available.
 Split An organization of users who handle ACD calls 
related to a specific area, such as Sales, Parts, 
Customer Service, etc.
 Station Call An incoming ACD call that is from a station, as 
opposed to being from a trunk. A call transferred 
from a station is considered a station call until the 
transferring station disconnects and completes the 
transfer. Of the total number of simultaneously active 
ACD calls only this limit may be station callers. All 
other callers must be originating from trunk circuits.
 TCP/IP Clients TCP/IP clients connect to the ACD software via 
Ethernet. Two applications are supported for TCP/IP 
clients:
 Infolink messages
 MIS data stream
 CallCenterWorX ACD supports up to 8 
simultaneous (MIS and Infolink) client 
connections.
 Tenant An organization of users who form a customer group. 
If the group is using ACD features, the group is 
comprised of several smaller organizations called 
splits.
 Transfer-to-PBX Number A Call Control Vector instruction that directs an 
incoming ACD call to a telephone number (with a 
maximum of twenty two digits).
 Trunk Group A collection of trunk circuits, with identical 
properties, that are routed to an ACD split. The 
activities of an ACD Trunk Group are reported to the 
MIS for statistical purposes.
 Week Schedule When the ACD system receives a call to a pilot 
number, the processing of the call is controlled by a 
Week Schedule or a Call Control Vector. A Week  
						

							APPENDIX A – Definitions
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ACD Features and Specifications
Schedule, which pertains to every split in a tenant, 
routes calls based on the time of day and the day of 
the week. A specific day (Monday, Tuesday, etc.) 
can be divided into a maximum of fifty (50) time 
periods. A specific instruction (step number), within 
a specific Call Control Vector, is associated with 
each time period. The Call Control Vector will 
control the flow of any incoming ACD calls received 
during the time period. 
						

							APPENDIX A – Definitions
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ACD Features and Specifications
This page is for your notes.
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ACD Features and Specifications
Index
Numerics
6-H alarm, see bad call notification
A
Abacus User’s Guide ...........................................2
abandoned call ....................................................5
ACD call count ......................................... 62, 104
ACD version ..................................................109
after call mode .......................................... 19, 117
agent
availability 
..............................................33
multi-split ...................... 33, 52, 72–80, 100
preference ................................... 33, 72, 89
agent personal queue, see personal queue
alternate night CCV 
...........................................11
ANI display .....................................................44
announcement ...................................5, 12, 24, 31
skipped ..................................................38
answer mode
automatic 
.................................. 15, 61, 120
manual ............................................. 15, 50
answer supervision ........................................ 5, 12
assist ........................................................ 13, 67
cancel ....................................................14
queue .....................................................14
attendant, see transfer from attendant
attribute split, see split - attribute
auto answer,see answer mode - automatic
auto work mode, see work mode - automatic
available agents 
................................................33
average talk time ....................................... 62, 104
B
bad call notification ...........................................21
barge in ..................................................... 65, 68
blind transfer ....................................................38
break mode .......................................... 9, 21, 117
9 types ...................................................21
agent count tally-oh ........................ 105, 107
forced ..................................................106
total time ........................................ 62, 104
break pending ...................................................21
C
call distribution .................................................33
call forward, see split - call forward
call park 
..........................................................34
call records maximum .................................. 84, 91
call recover ..............................................37, 117
call waiting ...................................... 7, 13, 40, 74
call waiting chime ................................... 7, 40, 41
CallCenterWorX .............................................. 21
caller ID .............................................. 14, 42, 87
CCIS ............................................ 30, 34, 39, 51
CCV .............................................................. 23
alternate night ......................................... 11
announcement step ....................... 12, 24, 47
blank step .............................................. 25
busy step ..........................................28, 31
conditional queue step .........................25, 82
dequeue step ...................................... 26, 92
end step ............................................26, 92
ETA step ............................................... 26
forward ................................................7, 8
goto busy step .................................... 28, 31
goto CCV step ........................................ 27
hang up step ........................................... 27
if not queued step .................................... 27
new priority step ................................ 28, 88
night ..................................................... 11
overflow .................................................. 7
pause step ................................... 29, 31, 47
queue step .........................................26, 81
skip percent step ..................................... 29
transfer to step ............................. 30, 31, 92
up priority step ........................................ 31
conditional queue, see queue - conditional
conference, see three-way conference
connection displays 
.......................................... 44
customer group ................................................ 70
D
date and time tally-oh display ........................... 105
dequeue,see CCV - dequeue
display clear tally-oh code 
...........................44, 105
displays, see connection displays
do not disturb key 
............................................. 34
do not disturb, see split
E
emergency
call 
....................................................... 14
feature ................................................... 49
error counters ................................................ 108
ETA display .................................................... 99 
						

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ACD Features and Specifications
INDEX
F
forward CCV ........................................... 7, 9, 37
forwarding, see split - call forward
G
gate ID, see caller ID
H
holiday .................................................... 54, 112
hot split ...........................................................55
I
Infolink ......................................................28, 57
initialization 
...................................................109
IVR Announcement ..................................... 26, 30
IVR digit display ...............................................44
IVR systems .....................................................57
L
language default .......................................... 52, 60
logoff ................................................ 47, 61, 101
force with tally-oh code ................... 106, 108
from break ..............................................22
logon ..............................................................61
restrictions ...................................... 73, 100
logon ID ................................... 7, 52, 61, 72, 100
name display ..........................13, 52, 83, 85
unlock ..................................................109
logon key .......................................40, 43, 50, 65
longest waiting caller, see time in queue
M
manual answer, see answer mode - manual
manuals
Abacus User’s Guide 
..................................2
Agent User’s Guide ....................................2
Navigator User’s Guide ...............................2
Supervisor User’s Guide ..............................2
MAT command
ACDCCV 
...............................................31
ACDLOG ............................52, 75, 80, 100
ACDPLT ................................................43
ACDPSN ........................................ 75, 100
ACDSPL ................... 18, 19, 40, 41, 81, 95
ACDTN ..................................... 60, 84, 91
AMNO ..................................................87
merged display .................................................45
MIS download ................................................109
MIS operator ....................................................91
MIS system ..............21, 81, 83, 98, 100, 102, 113
monitor
emergency 
..............................................49
silent ....................................51, 64, 68, 98
monitor me ............................................ 9, 14, 67
tally-oh code ........................................ 105
multi-split agent, see agent - multi-split
N
Navigator User’s Guide ....................................... 2
night destination ..........................................11, 29
night key
split forward 
........................................... 35
night mode ........11, 26, 29, 35, 47, 74, 81, 98, 101
change with tally-oh code ....................... 107
non-ACD line, see PBX line
O
Operator Selection ............................................ 84
operator, see MIS operator
overflow call 
..............................................15, 42
overflow CCV ..............................................7, 10
overflow priority ................................................ 8
P
PBX line ..................14, 16, 17, 20, 22, 34, 49, 83
emergency to .......................................... 86
monitoring ............................................. 65
silent monitor ......................................... 64
percent skip ..................................................... 29
performance appraisal, see monitor - silent
personal assist 
....................................... 52, 67, 85
personal emergency ................................44, 52, 85
personal pilot number, see pilot number - personal
personal queue 
................................................... 7
announcement .......................................... 8
assist ....................................................... 9
chime .................................................8, 52
emergency ............................................... 9
forward CCV .......................................... 37
overflow ...........................................42, 52
recover .................................................. 37
timeout .................................................. 52
pilot number
call forward 
............................................ 35
name display ............................... 42, 44, 87
personal ..............................................7, 52
standard ....................... 7, 11, 23, 54, 81, 87
preference, see agent - preference
priority
CCV step 
............................................... 28
priority queuing, see queue - priority .................... 88
Q
queue
conditional 
............................ 25, 36, 48, 90
disabled ............................................47, 48