NEC Neax 2000 Ivs Callcenterworx Acd Features And Specifications

							AUTO WORK MODE FOR PBX CALLS
General Description
CallCenter
WorX 17
ACD Features and Specifications
AUTO WORK MODE FOR PBX CALLS 
General Description
Agent positions can automatically be placed in Work mode and Ready mode based 
on calling activity on their associated PBX line. There are 6 split-based features 
which control the setting of Work or Ready mode and the optional timeout 
associated with the Work mode. Since the 6 features can all be set independently of 
on another there are 2
6 combinations or 64 different ways for these features to 
interact.
Rather than attempt to describe 64 combinations of features, this document will 
explain how each of the 6 features work and describe a few of the interactions. It is 
anticipated that the other interactions can be inferred from these examples or from 
common sense. Should both of those avenues fail, then an actual trial of the 
specified combination should be conducted using a live system to see what the 
outcome will be.
For the purposes of these explanations it is assumed that Work mode is not 
restricted by split programming.
6 Auto Work Features:
 Auto Work Mode with Incoming Ringing PBX call
 Auto Work Mode with Answer of Incoming PBX call
 Auto Work Mode with Start of Outgoing PBX call
 Auto Ready Mode with Release of Any PBX call (incoming or outgoing)
 After ACD Call Work Mode Timeout
 After PBX Call Work Mode Timeout
Auto Work Mode with Incoming Ringing PBX Call
When this feature is enabled, an agent position in the Ready mode will be 
automatically placed in the Work mode when a call commences ringing on the 
associated PBX line.
Auto Work Mode with Answer of Incoming PBX Call
When this feature is enabled, an agent position in the Ready mode will be 
automatically placed in the Work mode when a call on the associated PBX line is 
answered.
Auto Work Mode with Start of Outgoing PBX Call
When this feature is enabled, an agent position in the Ready mode will be 
automatically placed in the Work mode upon going off hook on the associated PBX 
line and getting dial tone. 
						

							AUTO WORK MODE FOR PBX CALLS
Auto Ready Mode with Release of Any PBX Call
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ACD Features and Specifications
Auto Ready Mode with Release of Any PBX Call 
If any of the Auto Work Mode features forced an agent position into the Work 
Mode as a result of activity on the associated PBX line then this feature will force 
the position back to the Ready Mode at the conclusion of the call.
PBX Call Work Mode Timeout
If an Automatic Work Mode was asserted as part of an interaction with an incoming 
or outgoing PBX call then it, too, may be either timed or permanent. If it is a timed 
Work mode the timer will begin at the moment the Automatic Work Mode was 
enforced. Subsequently, many different outcomes are possible.
 The timer expires while the PBX call is still in progress.
At that moment the ACD status will be set to Ready and an incoming ACD 
call is now possible even though the PBX call is still in progress.
 The timer expires after the PBX call is complete, Auto Ready Mode is not 
being used.
An ACD call will not connect until the expiration of the timer. A new PBX 
call placed or received during this interval will reset the timer to its full 
value.
 The timer expires after the PBX call is complete, Auto Ready Mode is being 
used.
The Auto Ready Mode will take precedence here and mark the ACD status 
as Ready for a new incoming ACD call. The timed Work mode is aborted.
If the Work Key is pressed at any time during the timed work modes described in 
this section it will operate as shown in the diagram above.
Operating Procedure
1. The 6 features are implemented using the ACDSPL MAT command. The 
command data is on a split-wide basis. 
						

							AVAILABILITY - ACD POSITION
General Description
CallCenter
WorX 19
ACD Features and Specifications
AVAILABILITY - ACD POSITION
General Description
After-Call Availability allows a split to be assigned to either Automatic-Available 
mode or Automatic-Work mode. This is referred to as the after-call work mode.
In Automatic-Available mode, a position becomes available to receive new ACD 
calls immediately upon disconnecting from the previous call. In Automatic-Work 
mode, a position is unavailable to receive ACD calls after disconnecting from the 
previous call. Automatic-Work mode allows the agent time to perform 
miscellaneous activities that may be associated with the ACD call.
After-call work mode may have a time limit which will automatically force the 
position to Available mode upon expiration. If the After-call work mode is timed 
then the Work LED will flash continuously until the timeout expires.
The after-call mode and optional Work Timeout are set on a per-split basis through 
the ACD MAT or a MIS terminal. Agents may change their after-call mode during 
an ACD call.
Operating Procedure
Automatic-Available Mode set for split:
1. An agent is engaged in an ACD call. The 
WORK lamp is not lit and the lamp 
associated with the ACD CALL key is lit.
2. If the ACD call is disconnected, the lamp associated with the ACD CALL key is 
turned off, the position becomes available, and 
READY is displayed.
3. If the agent presses the 
WORK key before the ACD call is disconnected, the 
WORK lamp is lit, WORK PENDING is displayed, and the Automatic-Work mode 
is selected for this call only.
Automatic-Work Mode set for split:
1. An agent is engaged in an ACD call. The 
WORK lamp is lit and the lamp 
associated with the ACD CALL key is lit. 
						

							AVAILABILITY - ACD POSITION
Service Conditions
20CallCenter
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ACD Features and Specifications
2. If the ACD call is disconnected, the lamp associated with the ACD CALL key is 
extinguished, the position becomes unavailable, and 
WORK MODE is displayed 
for a short time.
3. If the agent presses the 
WORK key before the ACD call is disconnected, the 
WORK lamp is extinguished and the Automatic-Available mode is selected for 
this call only.
4. After releasing the call and entering the Automatic-Work mode, the agent must 
press the 
WORK key to leave the Automatic-Work mode and become available 
to receive new ACD calls.
Service Conditions
1. The after-call mode can be operated whenever a position is occupied.
2. A position is forced into the Automatic-Work mode immediately after an agent 
or supervisor logs on. The 
WORK key must be pressed to begin receiving ACD 
calls. When the first and all subsequent ACD calls are received, a split 
parameter will automatically set the appropriate after-call mode for the position.
3. The conditions for Automatic-Available / Automatic-Work mode can be set on 
a per-split basis. The operating mode can be changed either from the ACD MAT 
or from a MIS terminal.
4. During after-call Automatic-Work mode, no ACD incoming calls are allowed to 
terminate to the ACD position. However, non-ACD incoming calls can be 
terminated or originated from the ACD positions PBX line. 
						

							BREAK MODE
General Description
CallCenter
WorX 21
ACD Features and Specifications
BREAK MODE
General Description
This feature allows an agent to take their position out of the queue without logging 
off or entering Automatic-Work mode. This feature is useful if the agent will be 
away from the position for a short time, such as for lunch, a coffee break, etc. Since 
the agent does not log off when using BREAK MODE, no other agent may log onto 
this position.
The user can select, for each split, a single break type or nine break types. If nine 
break types are selected for a split, then whenever an agent in the split requests a 
break, the agent is prompted for the break type. The CallCenterWorX Management 
Information System (MIS) allows each break type to be defined with a name, such 
as “coffee” or “lunch”. This string will be used for MIS reporting purposes.
Operating Procedure
To activate BREAK MODE (single break type):
1. The agent presses the 
BREAK key and the associated lamp is lit.
2. If the agent is not on a call, the display will show 
ON BREAK. If the agent is on a 
call, the display will show 
BREAK PENDING.   At the end of the call, the display 
changes to 
ON BREAK.
3. Once on break, the agent may remove the headset jack; no displays or lamps 
will change.
To activate BREAK MODE (nine break types):
1. The agent presses the 
BREAK key and the associated lamp is lit.
2. The display shows 
BREAK TYPE?.
3. The agent enters a digit from “1” to “9”, to indicate the break type, and then 
enters “#” to complete the input.
4. The display shows 
BREAK TYPE = N, where N is the number the agent entered in 
the previous step. This display will be shown for four seconds. Following this 
display, if the agent is not on a call, the display will show 
ON BREAK. If the 
agent is on a call, the display will show 
BREAK PENDING.   At the end of the 
call, the display will change to 
ON BREAK.
5. If the agent does not indicate a break type (“1” to “9”), within thirty seconds of 
pressing the 
BREAK key, the system will default to break type 1, and BREAK 
TYPE = 1
 will be displayed for four seconds. Following this display, if the agent 
is not on a call, the display will show 
ON BREAK. If the agent is on a call, the 
display will show 
BREAK PENDING.   At the end of the call, the display will 
change to 
ON BREAK.
6. Once on break, the agent may remove the headset jack; no displays or lamps  
						

							BREAK MODE
Service Conditions
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ACD Features and Specifications
will change.
To cancel BREAK MODE (single break type or nine break types):
1. The agent presses the 
BREAK key.
2. The display shows the time spent on break in minutes and seconds. For 
example, 
BREAK OVER 35:20.
3. The 
BREAK lamp is extinguished.
4. The 
WORK lamp indicates whether the agent will be placed in the Work Mode 
or Ready Mode when the Break Mode is concluded. By operating the 
WORK 
key prior to exiting Break Mode the agent may specify what their next mode 
will be.
Service Conditions
1. Logging off is permitted while in Break Mode, by pressing the 
LOGON key. The 
after-call mode may be toggled while on break and set to either Automatic-
Work or Automatic-Available.
2. When Break Mode is set at a position, incoming ACD calls are not allowed to 
terminate to the position.
3. Non-ACD calls can be originated from or terminated to a position, while the 
position is in Break Mode.
4. Every agent position and supervisor position may have a 
BREAK key. 
						

							CALL CONTROL VECTOR
General Description
CallCenter
WorX 23
ACD Features and Specifications
CALL CONTROL VECTOR
General Description
A Call Control Vector (CCV) is a series of steps that describe how an incoming 
ACD call is to be handled. A CCV can consist of a maximum of twenty steps. Each 
step of a CCV is an instruction for handling the call at a specific time. The steps may 
be programmed in any sequence (see Service Condition # 1) and will be processed 
in order until an agent answers the call.
When an incoming call is presented to the ACD system, it is processed according 
to the CCV specified for the dialed pilot number (refer to “PILOT NUMBERS” on 
page 87). Thus, specifying different CCVs for different pilot numbers can produce 
a variety of call handling patterns. Countless combinations of CCV steps are 
possible and have been put together in very creative ways to solve complex call 
handling requirements.
A CCV is a timed sequence of events which control incoming ACD calls prior to 
their connection to an agent. It is important to understand the timing of CCV 
instructions in order to construct CCVs which process calls at the proper tempo. The 
following table shows how much time is used for each CCV instruction. Only after 
that amount of time has passed will a caller proceed to the next step in the CCV.
Table 3: Call Control Vector Timing
CCV Step Action Takes This Much Time
AnnouncementWait until beginning of announcement or 30 
seconds whichever comes first, then proceed to 
next instruction
Blank0 seconds, next instruction processed 
immediately
Conditional Queue to Split0 seconds, next instruction processed 
immediately
Dequeue from Split0 seconds, next instruction processed 
immediately
Goto CCV X:YWait 2 seconds, then proceed with CCV #X step 
#Y.
Hang Up0 seconds, next instruction processed 
immediately
If Estimated Time To Answer
(Split and Calling Party ETAs)0 seconds, process first or second instruction 
immediately based on testing ETA
If Not Queued then Busy 0 seconds, call disconnected immediately
If Not Queued then Goto X:YWait 2 seconds, then proceed with CCV #X step 
#Y.
IVR Announcement Wait until call disconnects from the IVR 
						

							CALL CONTROL VECTOR
CCV Instructions
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ACD Features and Specifications
* Not supported by CallCenterWorX ACD 1.0
CCV Instructions
The following is a list of available CCV instructions and their associated variables.
1. Announcement #n
This instruction connects the caller to the beginning of the specified 
announcement. These announcements are typically implemented as broadcast 
announcements which enables several callers to connect and listen to a single 
play of the announcement together. As part of this broadcast feature, all callers 
arriving within the first 6 seconds of the announcement will be connected at that 
time. A caller arriving in the 7th second or later will have to wait for the 
announcement to finish before being connected to the next play.
As a result of this 6-second connect window, it is recommended that the 
announcement not contain any critical information in the first 6 seconds of the 
recording since callers are not guaranteed to be connected during that window. 
It is customary to have a bit of music or non-critical information during the 
initial 6-second window.
Multiple announcement channels may be implemented to lessen the amount of 
time a caller may have to wait before being connected. In fact, if sufficient 
channels are implemented the announcement is considered to be non-blocking, 
that is, there will always be one channel available to play to a newly arriving 
caller at all times. IVR DN0 seconds, next instruction processed 
immediately
New Priority0 seconds, next instruction processed 
immediately
Pause XWait X seconds (1 to 999) then proceed with next 
instruction
Queue to Split0 seconds, next instruction processed 
immediately
Ring Delay0 seconds, next instruction processed 
immediately
Skip Percent0 seconds, first or second instruction processed 
immediately based on percentage
Tally (Long and Short)*0 seconds, next instruction processed 
immediately
Transfer ToIf transfer succeeds, CCV processing is 
complete; otherwise, wait 2 seconds and process 
next instruction.
Up Priority0 seconds, next instruction processed 
immediately Table 3: Call Control Vector Timing
CCV Step Action Takes This Much Time 
						

							CALL CONTROL VECTOR
CCV Instructions
CallCenter
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ACD Features and Specifications
Incoming callers with held parties cannot be connected to an announcement, 
although this will not affect their CCV processing.
An announcement may be used in any CCV and announcements can be shared 
among splits. Announcements can be used in any order and can be repeated as 
often as desired, although announcement #1 is not available. Also, each 
announcement should be followed by a pause which is at least as long as the 
announcement.
2. Blank
This instruction does not invoke any call processing action. The call will 
immediately process the next step with no delay.
The Blank instruction is used to simplify future modifications to a CCV. If a 
CCV is constructed without Blank instructions, and new instructions are added 
to the CCV at a later time, then the changes could force a major restructuring of 
the CCV. If a CCV is constructed with Blank instructions, and new instructions 
are added to the CCV at a later time, then the new instructions can take the place 
of Blank instructions.
3. Conditional Queue To Split #n
This instruction directs a call to the specified split. The split will not accept the 
call unless a predefined condition (to be explained) is satisfied. If the condition 
is satisfied, the calling party will be connected to an agent within the split, if an 
agent is available. If an agent is not available to accept the call, the call will be 
placed in a queue of calls waiting to be serviced by an agent. If the condition is 
not satisfied, the call will be handled by the next step in the CCV. The next step 
could provide alternate routing (refer to item # 4).
The condition serves to control the traffic that the split will accept. The 
condition is a property of the split, and is defined in the ACD database. There 
are three options for imposing a condition. The conditions are mutually 
exclusive; therefore, only one of the following three conditions can be selected.
 Agents Available [minimum]
The ACD system will ascertain the number of available agents in the split 
at the time the call is presented. 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 
handled by the next step in the CCV.
 Calls in Queue [maximum]
The ACD system will ascertain the number of calls in the splits queue at the 
time the call is presented. If the queue depth is less than the maximum spec-
ified, the call may be queued, or connected if agents are available. For 
example, if the maximum queue depth is set at “3”, and there are fewer than  
						

							CALL CONTROL VECTOR
CCV Instructions
26CallCenter
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ACD Features and Specifications
three calls in queue, calls will be queued, or connected to an available agent. 
If there are three or more calls in queue, the call will be handled by the next 
step in the CCV.
 No Calls Accepted
The split will not accept any call that is directed to the split by a Conditional 
Queue to Split instruction. The split will only accept calls that are presented 
through a Queue to Split instruction.
A call can only be queued to four splits, simultaneously. If a call encounters a 
Conditional Queue to Split instruction and the call is already successfully 
queued to four splits, the call will be connected to an agent in the target split, if 
an agent is available. If an agent is not available, the call will not be placed in 
the queue for that split. The call will be handled by the next step in the CCV.
When a Conditional Queue to Split instruction points to a split that is either in 
Night Mode or forwarded, the call will be handled by the next step in the CCV.
4. Dequeue #n
This instruction removes a call from a specified queue or from all the queues in 
which the call currently resides.
5. End
This instruction terminates the processing of the CCV. The call remains in any 
queue or queues in which it currently resides, and the caller will be connected 
to an agent when one is available.
The call processing in a CCV will terminate, without an End instruction, when 
the entire twenty steps of the CCV have been executed. If the CCV has fewer 
than twenty instructions, the steps without instructions are treated as Blank 
instructions.
6. ETA > (Greater Than) / ETA < (Less Than) 
This instruction checks all queues a caller is waiting in and determines the best 
estimated time to answer (ETA). Using this ETA in a comparison with the 
parameter to the ETA > or ETA < instruction determines whether the next CCV 
instruction should be skipped.
If result of ETA comparison is TRUE, next instruction is PROCESSED.
If result of ETA comparison is FALSE, next instruction is SKIPPED.
Imagine this small CCV example:
3. Queue to1. this is the regular split queue
4. ETA Greater120
5. Goto CCV step8.
6. Queue to3. this could be the standard overflow split
7. ===End===
8. Queue to4. this could be the message center split
9. ===End===