NEC Neax 2000 Ivs Callcenterworx Acd Features And Specifications

							AGENT PERSONAL QUEUE
General Description
CallCenter
WorX 7
ACD Features and Specifications
AGENT PERSONAL QUEUE
General Description
Incoming ACD calls wait in queues until an agent is available to take the call. There 
are two types of queue s for waiting callers: Split Queues and Agent Personal 
Queues. When a call is waiting in a split queue the next agent who becomes 
available in the entire split will be assigned the longest waiting call , assuming the 
call priorities are the same. When a call is waiting in an Agent Personal Queue it 
can only be assigned to a single agent. A variety of overflow timeout, unavailability, 
and full queue parameters can be programmed for each agent personal queue to 
provide for alternate call handling when the designated agent does not get to the call 
in time or is unavailable.
A call is directed to a normal split queue by way of the dialed Pilot Number. A call 
is directed to an agent’s personal queue by way of a Personal Pilot Number. The 
personal pilot number is associated with the agents logon ID and is valid whenever 
and wherever the agent is logged onto the ACD system.
Calls (internal, external, ACD agent transfers, CCV transfers, emergency, assist, 
etc.) to the agents ACD line are made by calling the personal pilot number. If and 
only if the agent is on an ACD call or is in Work mode, the call will be queued to 
the agents personal queue. The 
LOGON lamp functions as the call waiting indicator 
for the personal queue. Calls in the agent’s personal queue have priority over calls 
in any split queue.
Six pieces of data may be programmed independently for each agent’s personal 
queue.
 The Personal Pilot Number: this is the number dialed in order to call to the 
personal queue.
 Call Waiting Chime: alerts the agent when calls arrive in queue, may be off, on 
first, on always.
 Maximum Queue Depth: how many calls may be waiting in the agent’s personal 
queue.
 Forward / Full CCV: how to handle calls when the queue is full or when the 
agent is not available. Not available includes the two states of a) not logged into 
the ACD and b) on Break.
 Personal Queue Timeout: how long a call may wait in queue before 
overflowing.
 Overflow CCV: how to handle calls which overflow on timeout. 
						

							AGENT PERSONAL QUEUE
Operating Procedure
8CallCenter
WorX 
ACD Features and Specifications
Each call that is added to the personal queue, abandons the personal queue, or 
overflows from the queue invokes a display on the agents console. The display 
indicates the current depth of the personal queue; for example, 
PERS. QUEUE: 4.
A call in a personal queue does not have an associated priority. A call in a split 
queue does have an associated priority because the handling of a call in a split queue 
is based on the calls priority and elapsed time in the queue. When a call overflows 
from a personal queue or is forwarded from a personal queue, and the call is then 
queued to a split, the call must have a priority assigned to it. Calls that overflow / 
forward from a personal queue are placed in one of two categories for the purpose 
of assigning a priority:
 Calls that were received on an ACD trunk are given the priority of the trunk.
 Calls that were not received on an ACD trunk are given a priority that is 
programmed in the ACD database. The single priority is set on a tenant-wide 
basis.
Operating Procedure
The agent is handling an ACD call or is in Work mode, when a non-emergency / 
non-assist call to the agents personal pilot number is received:
1. The call is queued to the agents personal queue.
2. The agents display shows 
PERS. QUEUE: 1, which indicates that a single call (in 
this example) is in the agents personal queue.
3. The 
LOGON lamp, functioning as the call waiting lamp for the personal queue, 
begins flashing. 
4. If programmed to do so, a chime (personal queue chime) will sound as an audio 
alert to the agent. The chime can be programmed to sound only for the first call 
queued, to sound for each call queued, or not to sound.
5. The calling party may be immediately connected to an announcement (personal 
queue announcement). This announcement, which is specifically for agent 
personal calls, is programmed on a tenant-wide basis. All calls to any personal 
queue will hear the same announcement.
6. The call to the agents personal pilot number will have a higher priority than any 
non-emergency / non-assist call queued to a split. When the agent becomes 
Ready the personal queue call will connect to the agent.
7. When the call is ringing and when the agent answers the call, the display shows 
PRS ORDERS, for four (4) seconds, followed by TIME IN Q: 0:28 (for example). 
The consecutive displays indicate that the call is from the personal queue, 
identify the source of the call (trunk / party, etc.), and provide the amount of 
time the call spent in the queue.
8. If the timer expires, the call will be handled by the overflow (Forward / Full) 
CCV step indicated in the ACD database. If another ACD agent subsequently  
						

							AGENT PERSONAL QUEUE
Service Conditions
CallCenter
WorX 9
ACD Features and Specifications
receives the overflowed call, that agents display will indicate that the call 
overflowed from a specific personal queue; for example 
PRS OVF SAM.
9. If the agent logs off or enters Break mode, the call will be handled by the 
overflow (Forward / Full) CCV step indicated in the ACD database.
The supervisor is handling an ACD call or is in Work mode, when an emergency / 
assist call to the supervisors personal pilot number is received:
1. The call is queued to the supervisors personal queue.
2. The supervisors display shows 
PERS QUE: EMERG or PERS QUE: ASSIST, for 
an emergency call or an assist call, respectively.
3. The 
ASSIST key, functioning as the call waiting lamp for the personal queue, 
begins flashing. The lamp flashes when the queue depth is one (1) or two (2); it 
winks when the queue depth is three (3) or greater. The flash and wink 
thresholds are set in the System software.
4. A chime (personal queue special chime) will sound as an audio alert to the 
supervisor. The chime will always sound; it is not programmable. The sound 
pattern of the personal queue special chime is distinct from the sound pattern of 
the personal queue chime.
5. An emergency call in the personal queue has a higher priority than any other call 
in the personal queue or any call in any split queue (even an emergency call). An 
assist call in the personal queue has a higher priority than any other call in any 
split, with the exception of emergency calls. Requests for the MONITOR ME 
feature have the same priority as assist calls. Refer to “MONITOR ME” on 
page 67 for related details.
6. When the call is ringing and when the supervisor answers the call, the display 
shows 
EMR4248CCSA22 or ASSIST GWEN (for example) for an emergency 
call or an assist call, respectively. The emergency call display shows the 
extension of the agent who made the request, and the identity of the trunk or 
party connected to the agent. The assist call display shows the name of the agent 
who is requesting assistance.
NOTE: Personal queue overflow and Full / Forward are not applicable for 
Monitor Me or Emergency calls. 
Service Conditions
1. The personal queue announcement is connected to each call as soon as the call 
is queued. The announcement is only played once. Therefore, it is suggested 
that the announcement informs the caller that additional announcements will 
not be forthcoming and that the call will be handled elsewhere (if the called 
agent does not answer, and the personal queue timeout is used and expires). If 
the personal queue timeout is not used, the call will remain in the personal queue 
until it is either handled by the agent, or the agent logs off or goes into Break 
mode. In the latter case, the call will go to the personal queue forward step.
NOTE: The overflow timer for personal queue calls which use the personal 
queue announcement is set to a minimum of 20.  
						

							AGENT PERSONAL QUEUE
Service Conditions
10CallCenter
WorX 
ACD Features and Specifications
2. A personal queue overflow step and a personal queue forward step both point to 
a step (instruction) in a particular Call Control Vector. The indicated steps can 
be any CCV instruction.
3. The flash and wink thresholds for the 
LOGON lamp are not programmable. The 
LOGON lamp will flash when the queue depth is one or two calls; it will wink 
when the queue depth is three or more calls. 
						

							ALTERNATE NIGHT CCV
General Description
CallCenter
WorX 11
ACD Features and Specifications
ALTERNATE NIGHT CCV
General Description
Alternate Night CCV provides custom routing on a per Pilot Number basis for 
incoming ACD calls which encounter splits in the night mode. This feature is 
activated only when a split is in night mode. Consequently, if a split is in Call 
Forward mode the Alternate Night CCV assigned to the Pilot Number will not be 
checked.
Several incoming Pilot Numbers can be directed to a common split for answering 
of calls during the daytime. When the split is placed in Night Mode , a new Night 
CCV is specified to handle the calls. Calls to Pilot Numbers which do not specify 
an Alternate Night CCV will be routed to the split’s Night CCV.
Operating Procedure
1. An ACD position puts the split into night mode via the 
NIGHT key.
2. New calls arriving at this time will route to the Alternate Night CCV specified 
for the Pilot Number dialed.
3. If the Pilot Number dialed does not have an Alternate Night CCV then the split’s 
night destination is used as a default.
Service Conditions
1. Alternate Night CCV will be used only if the call is not yet queued to any split 
and the current split being checked is in the Night Mode.
2. Alternate Night CCV cannot be CCV 
Index 1, Step1. Any other Index / Step 
combinations are allowed. 
3. Incoming calls to Pilot Numbers without an Alternate Night CCV will follow 
the Night Mode programmed for the split.
4. A pilot in Tenant 1 will not send a call to an Alternate Night CCV which is in 
Tenant 2. 
						

							ANNOUNCEMENTS
General Description
12CallCenter
WorX 
ACD Features and Specifications
ANNOUNCEMENTS
General Description
Variable length announcements (2-60 seconds) are provided for ACD callers by 
customer-provided announcement hardware using digital announcement trunk 
circuits. Announcements are designed to be heard for one complete cycle from the 
beginning of the message. Since multiple connections to each announcement 
channel are possible, an appropriate delay may be inserted to wait for the beginning 
of the spoken announcement, if necessary.
Operating Procedure
1. The ACD system recognizes the termination of an ACD incoming call.
2. The ACD calling party hears ringback tone (RBT).
3. Announcement connections are made by properly programming a Call Control 
Vector (CCV). Refer to “CALL CONTROL VECTOR” on page 23 for 
additional information.
4. When the predetermined ring delay timing parameter set before the delay 
announcement has passed, the system sends answer supervision to the central 
office and connects the caller to the announcement. During this process, the 
ACD call retains its queue position if a “queue to” step has been specified.
5. At any point after a “queue to” step (including during the delay 
announcements), if an agent becomes available, the ACD call is immediately 
connected to the agent.
Service Conditions
1. Announcements are connected only when the transfer is completed.
2. All new calls that are detected within a six-second block of time will receive the 
message simultaneously. Additional calls that arrive in the next six-second 
block of time must wait for that message to end, unless additional 
announcement equipment is made available. The block of time is configured in 
CM 41 Y=0 function 67.
3. This feature is applicable to ACD incoming calls from a C.O., transferred from 
an attendant, agent, or PBX station.
4. The announcement source connection method can be a multiple (up to 8) 
connection with start point seek. This is configured in CM08, feature124, 
setting 0.
5. The announcement length timer is programmed in the System data on a 
per-announcement basis.
6. Announcements numbers 2 - 58 can be used, announcement number 1 is 
unavailable. 
						

							ASSISTANCE - ACD AGENT
General Description
CallCenter
WorX 13
ACD Features and Specifications
ASSISTANCE - ACD AGENT
General Description
This feature allows an agent to call a supervisor for assistance. Activation of this 
feature, by the 
ASSIST key during an ACD call, automatically places the active call 
on hold and places an assistance call to a pre-programmed number. This number can 
be any station in the PBX, an attendant, an individual supervisor, a pilot number for 
a split of supervisors, a pilot number for a group hunt (either UCD or secretarial), a 
system speed number, etc. If the target extension of the assistance request has 
display capabilities, then display information identifying the call as a call for 
assistance will accompany the call.
Operating Procedure
To place an assistance request:
The following example assumes that an assistance request is sent to a split of 
supervisors, named “RESCUE”, whose split is programmed for Manual Answer.
1. While on an ACD call, the agent whose extension is 4302, presses the 
ASSIST 
key. The 
ASSIST lamp lights and ASSIST RESCUE is displayed at the agent 
position.
2. The ACD call is placed on hold and an automatic transfer to the designated split 
of supervisors is initiated.
3. The agent hears ringback tone and one of the supervisors is rung. If no 
supervisor is available to take the call, the call waiting indication is provided to 
each supervisor position. The first supervisor to respond is connected to the 
agent.
4. The assistance call will connect on the supervisors ACD line and will display 
either 
ASSIST NAME or ASSIST 4302, depending on whether the agents name is 
programmed with their logon ID. Refer to “FLEXIBLE ID CODES” on page 52 
for more information.
5. After consulting with the supervisor, one of three things may happen:
a. The agent may release from the call, thereby completing the transfer of the 
ACD call to the supervisor.
b. The supervisor may release from the call. This will reconnect the agent and 
the ACD call.
c. The agent may press the 
CONF key and invoke a three-way conference 
between the supervisor, the agent and the ACD calling party. 
						

							ASSISTANCE - ACD AGENT
Service Conditions
14CallCenter
WorX 
ACD Features and Specifications
6. When either the agent or the supervisor disconnects from the assistance call, the 
ASSIST lamp is extinguished and the displays return to their original status.
To cancel an assistance request:
1. After initiating an assistance request and before being answered by a supervisor, 
the agent may cancel the request by pressing the 
TRANSFER key.
2. The lamp associated with the 
ASSIST key will be extinguished, the agent will be 
reconnected with the ACD calling party, and the display will return to the 
original display.
Queuing of Assistance Requests:
1. Assistance requests may be routed to a split of supervisors or an individual 
supervisor. In the case of a split of supervisors, multiple assistance requests can 
be queued. All the features which apply to CALL TRANSFER TO SPLIT 
QUEUE also apply to assistance requests to a split of supervisors.
2. If assistance requests are being routed to a split of supervisors, they will also 
appear on the supervisors ACD line. If the calls are routed directly to an 
individual supervisor, they will appear on the pre-programmed line (e.g., the 
supervisors non-ACD line).
Service Conditions
1. During an assist call, either the agent or the supervisor can display the source of 
the original ACD call and the queue depth by pressing the 
LOGON key. Refer to 
“CALLING PARTY IDENTIFICATION” on page42 for additional 
information.
2. The directory number used for assistance requests may not contain a “*” or a 
“#”.
3. Supervisors may be members of the split when it is necessary for them to handle 
regular split calls. In this case, assist requests should be routed to one 
supervisors non-ACD line. This non-ACD line can be arranged as a group hunt 
or have multi-line appearances if assistance calls are required to be handled by 
more than one supervisor.
4. Assist requests will be ignored while talking on a non-ACD line or during an 
emergency call.
5. The 
ASSIST key can be dedicated to this feature (ASSISTANCE - ACD 
AGENT) or to the MONITOR ME feature. The choice is made on a split-wide 
basis. If the 
ASSIST key is not dedicated to the MONITOR ME feature, the 
MONITOR ME feature can be invoked when the agent presses the 
TALLY key 
and enters 006#. Please refer to “MONITOR ME” on page 67 and “TALLY-OH 
CODES” on page 103 for related information.
6. When the Assist Destination is a “Personal Pilot” number, the Assist feature 
does not activate the Personal Pilot overflow feature. 
						

							AUTOMATIC ANSWER
General Description
CallCenter
WorX 15
ACD Features and Specifications
AUTOMATIC ANSWER
General Description
This feature gives an agent the ability to determine whether calls should be 
automatically connected to the headset or handset, or manually answered after 
ringing. When in Automatic Answer mode, calls are announced using a special tone 
signal called Zip Tone. All normal calls are preceded by a single burst of tone. Calls 
which may require special handling (forwarded or overflow calls) are preceded by 
two bursts of tone.
Operating Procedure
To set AUTOMATIC ANSWER from the Manual Answer mode:
1. The agent or supervisor presses the 
AUTO/MAN key.
2. The Dterm display shows 
AUTO ANSWER. The AUTO/MAN lamp lights steadily.
3. All subsequent calls are introduced by a Zip Tone at the agents or supervisors 
headset, and then the caller is automatically on-line.
To set Manual Answer from the AUTOMATIC ANSWER mode:
1. The agent or supervisor presses the 
AUTO/MAN key.
2. The Dterm display shows 
MANUAL ANSWER, and the AUTO/MAN lamp is 
extinguished.
3. All subsequent calls are introduced by the normal ringing of the Dterm set.
Service Conditions
1. The 
AUTO/MAN key can be pressed at any time as long as the agent or supervisor 
is logged onto the ACD system.
2. If the supervisor or agent is engaged in a call when the 
AUTO/MAN key is 
pressed, the answering mode change will take effect upon the completion of the 
call in progress.
3. If the agent or supervisor is in the Auto mode and hears Zip Tone (introducing 
the next call), and presses the 
AUTO/MAN key at that moment, the next call will 
not be answered until after the current call is completed. Refer to “ZIP TONE” 
on page 120 for related information.
4. When the agent console is set for AUTOMATIC ANSWER, normal ACD calls 
are introduced by one burst of tone (i.e., Zip Tone). Overflowed calls and calls  
						

							AUTOMATIC ANSWER
Service Conditions
16CallCenter
WorX 
ACD Features and Specifications
which arrive at the agent position as a result of forwarding from another split are 
announced by two bursts of tone.
5. AUTOMATIC ANSWER applies only to ACD calls. It does not apply to calls 
which terminate to an agents or supervisors LINE key.
6. AUTOMATIC ANSWER applies only when the agent position is not engaged 
in any other call. If the agent position is engaged in a call when the ACD call 
arrives (for example, if the agent is talking on the LINE key), then the ACD call 
will terminate as though Manual Answer was set.
7. The answer mode change can be operated at any time a position is occupied. A 
split parameter determines the default setting for this feature for a particular 
position each time an agent or supervisor logs in.
8. Agents can be restricted from changing their answer mode by not assigning an 
AUTO/MAN key to the agent position. In that case, the split default will remain in 
effect.