NEC Neax 2000 Ivs Callcenterworx Acd Features And Specifications

							CALL CONTROL VECTOR
CCV Instructions
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ACD Features and Specifications
If a caller is queued to split 1 and finds that his ETA for that split is greater than 
120 seconds (2 minutes) then the call will go to step 8 and will queue to split 4, 
the message center. If the current ETA is less than or equal to 120 seconds (ETA 
tests FALSE) then step 5 will be skipped and the call will continue with step 6 
and queue to the standard overflow split.
ETA steps should be used with some care since they can only be approximations 
of an estimated time to answer. Many events could occur to cause the ETA 
estimate to be incorrect by a considerable amount of time.
7. Goto CCV #x Step # Y
This instruction invokes a pause of two seconds before the processing of the 
CCV continues at the specified step, in the specified CCV. The specified CCV 
can be the CCV that is currently handling the call, or it can be a different CCV 
in the same tenant.
8. Hang Up
This instruction disconnects the call by breaking the station or trunk connection. 
CCV processing is terminated after this instruction. The Hang Up step is 
designed to provide positive forward disconnect on a supervised trunk circuit 
particularly after having heard an announcement. Station users who encounter 
a Hang Up step while calling into an ACD pilot number may receive mixed 
results based on their exact call scenario at the time as well as the PBX software 
level in use. The possible results include busy tone, reorder tone, or the 
inadvertent completion of a transfer. Because of these variations for station 
users the feature is best described as “unpredictable” for stations and should be 
avoided if possible.
9. If Not Queued Goto CCV #x Step #y Or Busy
This instruction provides an alternate routing option if a call cannot be queued 
for one of the following reasons.
 The target split of a Queue to Split instruction has a full queue.
 The target split of a Conditional Queue to Split instruction does not satisfy 
the preimposed condition.
 The call is already successfully queued to four splits.
 The target split of a Queue to Split instruction is in Night Mode or for-
warded, and the call is already queued to other split(s).
 The target split of a Conditional Queue to Split instruction is in Night Mode 
or forwarded.
If none of the above reasons exists, then alternate routing is not implemented 
and the call will be handled by the next step in the CCV.
If one of the above reasons exists, then alternate routing is implemented in one 
of the following manners. 
						

							CALL CONTROL VECTOR
CCV Instructions
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ACD Features and Specifications
 If a CCV number and a step number are included in the If not Queued 
instruction, then processing will continue at the specified CCV number and 
step number.
 If a CCV number and a step number are not included in the If not Queued 
instruction, and the call is not queued to other split(s), then busy tone will 
be returned to the calling party. The CCV processing will be halted, and the 
calling party must hang up.
 If a CCV number and a step number are not included in the If not Queued 
instruction, and the call is queued to other split(s), then the call will be han-
dled by the next step in the CCV.
The If not Queued, Goto or Busy instruction will be performed only if it follows 
a Queue to Split or a Conditional Queue to Split instruction. If it does not follow 
one of the queuing instructions, the If not Queued, Goto or Busy instruction will 
be ignored and the call will be handled by the next step in the CCV.
On occasion a brief burst of ringback tone may be heard by the caller before the 
busy tone is connected as a result of this CCV step. 
10. IVR Announcement #n
This instruction will connect a caller to an IVR port for the purpose of playing 
a customized announcement. The IVR equipment will be notified via an 
Infolink message which announcement has been requested (1 to 99) and which 
port was used for connection. It will be up to the IVR to speak the desired 
announcement and inform the ACD when the announcement is complete.
Incoming callers with held parties cannot be connected to an announcement, 
although this will not affect their CCV processing.
11. IVR DN #n
When calls are connected using this IVR step, the ACD uses the number 
assigned in the ACDTN command as the IVR pilot number. The IVR DN 
allows users to specify an alternative UCD pilot number to use instead of the 
number programmed in the ACDTN. Any subsequent IVR announcements will 
also use the alternative UCD pilot number.
12. New Priority #n
This instruction is used to change the current priority associated with a call to a 
different priority in all the splits to which the call is currently queued. The 
priority that is specified in the instruction can be either higher or lower than the 
present priority.
The variable associated with the instruction is a priority. If a call with a priority 
of “8” encounters the instruction “New Priority 15, the calls priority will 
change to “15” in all splits it is currently queued to.  
						

							CALL CONTROL VECTOR
CCV Instructions
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ACD Features and Specifications
13. Pause #n
This instruction delays the processing of the CCV for the specified period of 
time. During that period of time, the call will remain in the same state it was in 
when the Pause step was encountered. After the specified period of time has 
elapsed, the processing of the CCV will resume at the step which follows the 
Pause step.
14. Queue to Split #n
This instruction directs a call to the specified split. 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 at a priority level determined by the Pilot Number 
dialed.
If the target splits queue is full, the call will be handled by the next step in the 
CCV. The next step could provide alternate routing (refer to item # 4).
A call can only be queued to four splits, simultaneously. If a call encounters a 
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 proceed to the next step in the CCV.
When a Queue to Split instruction points to a split that is in Night Mode or is 
forwarded, the call will follow the target splits night routing or forward routing 
only if the call is not already in a queue. If the call is already in a queue (or 
queues), the Queue to Split instruction will be ignored. The call will proceed to 
the next step in the CCV.
15. Ring Delay #n
This instruction must appear prior to any Queue to Split steps in the CCV in 
order for it to have the desired effect. The Ring Delay feature is intended to slow 
down the connection of incoming calls to agents and give a window of 
opportunity for a host computer to paint an appropriate screen of information 
for the agent which may aid in proper answering of the call.
Ring Delay specifies a number of seconds to wait after selecting which agent 
should receive the next call in queue. The actual ringing of the agent’s phone 
will be intentionally delayed by ‘n’ seconds.
An Infolink application can send a command to the ACD to terminate the 
artificial delay before time expires if it has determined that it is OK to ring the 
agent’s phone.
16. Skip %
This instruction causes the next CCV step to be bypassed by a percentage of the 
calls that reach this step. The indicated percentage of calls will skip the next step 
and continue immediately with the CCV step that is two steps after the SKIP  
						

							CALL CONTROL VECTOR
CCV Instructions
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ACD Features and Specifications
instruction. The remaining calls will not honor the SKIP instruction and will 
process the next CCV step. Thus, the SKIP instruction acts as a filter to 
distribute calls, on a percentage basis, between two consecutive CCV steps. 
17. Split ETA > (Greater Than) / Split ETA < (Less Than)
This instruction allows CCV processing to be decided based on the Estimated 
Time to Answer (ETA) for a specified split, as opposed to being based on the 
ETA of a call in queue. It then compares that calculated Split ETA with a 
specified number of seconds. If the greater than (>) or less than (
						

							CALL CONTROL VECTOR
Operating Procedure
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ACD Features and Specifications
20. Up Priority #n
This instruction is used to change the current priority associated with a call to a 
higher priority in all the splits where the call is currently queued.
The variable associated with the instruction is the amount by which to 
increment the priority. If a call with a priority of “14” encounters the instruction 
“Up Priority 4, the calls priority will change to “10”. A priority of “10” is four 
levels higher than a priority of “14”.
Operating Procedure
The desired Call Control Vectors are created through ACD MAT assignments.
Service Conditions
1. The programming of CCVs is not examined by the ACD system. It is the 
responsibility of the user to provide a logical sequence of instructions, which 
produce the desired call handling, in every CCV.
2. An announcement is not guaranteed to be available from its beginning, when an 
Announcement instruction is encountered. An additional Pause instruction may 
need to be programmed in order to provide proper sequencing through the CCV. 
Refer to “ANNOUNCEMENTS” on page 12 for additional information.
3. The If not Queued Goto or Busy instruction is applicable to DID & Tie type 
trunks. In the case of ringdown trunks, ringback tone is controlled by the C.O.; 
therefore, busy tone cannot be given to the caller.
4. A “Transfer To” step in the CCV may send a caller off to any number within the 
number plan established for the PBX system. It is not feasible to describe the 
exact operation of such a transfer to all possible numbers under all possible 
conditions. Many of the cases are described below.
When the target is a UCD pilot number in the PBX: 
 If a member of the UCD is available the call will be transferred. 
 If there are no members available in the UCD the call remains in the ACD 
side and continues the CCV with the step following the “Transfer To.” 
 The call will not queue to the UCD group even if queuing in the UCD is 
enabled.
If the overflow destination is an ordinary station: 
 If the station at the overflow destination is a member station of a station 
hunting group.:
 If transfer service is set for the station at the overflow destination.:
 When the station at the target is busy, the Transfer-To instruction may be 
retried with a Goto instruction.
 When the station at the target is in make-busy state or lockout state, no trans-
fer takes place. 
						

							CALL CONTROL VECTOR
Service Conditions
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ACD Features and Specifications
If the overflow destination is an attendant console: 
 Transfer is executed only when the attendant console group is in Day mode, 
or when a night attendant console is provided and is in service during Night 
mode.
 No transfer will take place when the attendant console group is in Night 
mode and no night attendant console is provided.
If the transfer target is an external line:
 To designate the external line number for the overflow destination, an 
abbreviated code for SPEED CALLING - SYSTEM is used.
 A maximum of 1000 abbreviated codes can be assigned for the ACD.
 For selecting external routes, LCR, LCRS, etc. can be used.
 When an overflow has encountered all external trunks busy, it may be 
retried with a Goto instruction.
 When an overflow has encountered all senders busy, it may be retried with 
a Goto instruction.
 Once an ACD call has been connected to an external trunk, it may not be 
distributed to agent positions at the overflow origination side even if the 
destination distant office happens to be busy.
 Tandem connections which release on both the incoming route and the out-
going route cannot be supervised and should be restricted by means of 
System Data programming. 
A Transfer To step will not be executed if it is programmed directly after an 
announcement step. A Pause step, or the length of the previous announcement 
step, must be programmed after the Announcement.
A Transfer To step will not be executed if the PBX destination station is 
programmed as Timing Start in Command 20 (CM20). 
						

							CALL DISTRIBUTION TO AGENTS
General Description
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ACD Features and Specifications
CALL DISTRIBUTION TO AGENTS
General Description
ACD calls are automatically distributed among the agents in a split such that when 
an agent becomes available, the longest waiting call with the highest priority in the 
queue is assigned to that agent. Refer to “PRIORITY QUEUING” on pag e88 and 
“QUEUING - ACD” on page89 for additional information.
During periods when more than one agent is available and there are no calls in the 
queue, the first incoming ACD call is assigned, based on a two-level algorithm, to 
an agent.
Agent preferences
The first level of the algorithm seeks the agent who has the highest preference level 
specified for the split. An agent who is servicing a single split is considered to have 
the highest possible preference level (“1”) specified for the split. An agent who is 
servicing multiple splits can have a preference level ranging from “1” (highest) to 
“4” (lowest) specified for the split. The preference levels for an agent who is 
servicing multiple splits are set in the ACD database. Refer to the description of the 
“MULTI-SPLIT AGENT” on page72 for more details.
Longest available agent
The second level of the algorithm seeks the agent who has been waiting to service 
an incoming ACD call (in Ready mode) for the longest period of time.
The following example illustrates the operation of the two-level algorithm.
The first incoming ACD call will be sent to Barbara. The first level of the algorithm 
removes Allan and Denise from consideration since their respective preference 
levels are lower than the preference level that Barbara and Charles have in common. 
The second level of the algorithm removes Charles from consideration since 
Charles has been waiting to service an incoming ACD call (in Ready mode) for a 
shorter period of time than Barbara.Table 4: Agent Preference Example
Agent 
NamePreference 
LevelWaiting 
Time
Allan 3 55 seconds
Barbara 1 30 seconds
Charles 1 25 seconds
Denise 2 40 seconds 
						

							CALL DISTRIBUTION TO AGENTS
Operating Procedure
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ACD Features and Specifications
Only incoming ACD calls directed to pilot numbers or personal pilot numbers, and 
other calls generated within the ACD processor (such as Assist and Emergency 
calls) may be connected to agents ACD lines. For proper operation of the ACD, 
direct calls to an agents ACD line from stations, DIDs, Tie trunks, CCIS trunks, 
attendants or any other method (such as call forwarding to agents ACD lines) are 
not permitted and must be restricted by the proper programming of the PBX 
database.
Operating Procedure
No agents available:
1. An incoming ACD call is queued.
2. An agent becomes available.
3. The longest waiting ACD call in the queue with the highest priority is assigned 
to that agent.
Agents available:
1. There are no incoming ACD calls.
2. Agents are queued as they become available.
3. An incoming ACD call arrives.
4. The ACD call is assigned to the agent who has the highest preference level, and 
who, among those agents with the same preference level, has been waiting to 
service an incoming ACD call (in Ready mode) for the longest period of  time.
Service Conditions
1. When calls are waiting in queue, all calls of a higher priority will be answered 
(in their order of arrival) before calls of a lower priority, regardless of how long 
a lower-priority call has been waiting.
2. Upon receiving a call, an agent may transfer the call to any destination allowed 
under normal transfer conditions. When transferring to a CALL PARK location, 
the agent will hear only a short burst of Service Set Tone.
3. Do Not Disturb (DND) Key
The DND Key may have undesirable side effects if utilized at an agent’s ACD 
position. For example: an agent position left in Ready mode but with the DND 
feature set for the position’s PBX line (myline) will still receive an ACD call (as 
a result of the Ready mode) but the position will not ring (as a result of the DND 
feature being set). It is up to the ACD user to understand and accept all potential 
side effects of using the DND key at an ACD position. 
						

							CALL FORWARDING - SPLIT
General Description
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ACD Features and Specifications
CALL FORWARDING - SPLIT
General Description
This feature provides alternate routing for calls destined for a particular split. When 
split call forwarding is in effect and a call attempts to queue for that split, the call is 
routed to a pilot number instead of being queued. At this point, the call is handled 
by the Call Control Vector (CCV) associated with the new pilot number.
Operating Procedures
To forward a call:
1. The agent or supervisor presses the 
NIGHT key while logged onto the ACD. 
ENTER NIGHT / FWD? is displayed.
2. Enter the digit 0, a pilot number, and #. 
The split goes into call forwarding, incoming calls are routed to the call 
forwarding number entered, and the 
NIGHT lamp flashes at all the positions in 
the split.
To cancel a Call Forwarding:
1. Press the 
NIGHT key again. 
EXIT FWD? is displayed at the position
2. The agent or supervisor enters 1# to confirm.
The split exits split call forwarding and the 
NIGHT lamp is extinguished at all 
the positions in the split.
Service Conditions
1. Only pilot numbers may be used as the split call forwarding destination.
2. The pilot number used for split call forwarding may not contain a “*” or a “#”.
3. The pilot number for split call forwarding may invoke either a Week Schedule 
or a CCV.
4. The MIS is not informed when split call forwarding is activated.
5. When a split enters Night mode automatically using the MIS, split call 
forwarding is canceled.
6. When a call attempts to queue to a split using a Queue to Split instruction in a 
CCV and the split has call forwarding activated, the new pilot number routing 
for the split is only followed if the split is the primary split for the call. If the split 
is a secondary split, the Queue to Split instruction is ignored. A primary split is 
the split specified in the first queuing instruction in a CCV. Splits specified in 
subsequent queuing instructions in the CCV are referred to as secondary splits. 
						

							CALL FORWARDING - SPLIT
Service Conditions
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ACD Features and Specifications
7. When a call attempts to queue to a split using the Conditional Queue to Split 
instruction in a CCV and the split has call forwarding activated, the Conditional 
Queue to Split instruction is ignored.
8. When alternate routing is required by a split, night service may be used to 
provide a more strategic choice of pilot numbers used for the new routing (see 
“NIGHT SERVICE - ACD” on page 81 for additional information).