NEC Neax 2000 Ivs Callcenterworx Acd Features And Specifications

							CALL RECOVER
General Description
CallCenter
WorX 37
ACD Features and Specifications
CALL RECOVER
General Description
The call recover feature allows an ACD call to ring at an ACD position for a 
programmed length of time and if unanswered the call will be directed to another 
available agent or replaced in all of the queues it was originally in at the highest 
possible priority. If the call is requeued it will be the highest possible priority and 
will be answered by the next available agent.
Operating Procedure
1. An incoming ACD call rings at an agent’s position. The agent is either 
unavailable to answer the call or chooses to not answer the call.
2. When the “Call Recover” timer expires the call is removed from the agent’s 
position. The agent’s position is placed in a “Penalty Work” mode and the 
display will show 
CALL RECOVERED until a key is pressed.
3. The caller will be immediately directed to another available agent if one exists.
4. If there are no available agents the call will be replaced in all of the queues it was 
originally queued to at the highest possible priority. The call will also continue 
to process the CCV beginning with the step where it left off.
5. The call will be assigned to the next available agent.
Service Conditions
1. The time used for the Time In Queue display when the call is assigned for the 
second time will be the cumulative time starting when the call first arrived at the 
ACD.
2. If a recovered call had been directed via the agent’s personal queue the call will 
be redirected according to the Forward / Full CCV programmed for the agent’s 
logon ID.
3. When a call is recovered and placed back in queue the caller hears hold tone 
source as provided by the PBX as determined by Command.48 (CM48 Y=0). 
						

							CALL TRANSFER TO SPLIT QUEUE
General Description
38CallCenter
WorX 
ACD Features and Specifications
CALL TRANSFER TO SPLIT QUEUE
General Description
This feature allows calls to be transferred by agents or supervisors, PBX station 
users, or attendants to splits in the ACD system. The transferred call will be 
connected to an available agent or the call will be queued, if agents are not 
available.The transferring party is allowed to remain on the line until the agent 
answers (screened transfer) or may complete the transfer while still in queue or 
while ringing the agent (blind transfer).
Operating Procedure
From a PBX station:
1. The PBX station user transfers the calling party to the ACD by dialing a pilot 
number.
2. A Call Control Vector (CCV) associated with the pilot number is processed and 
the transferred call may be queued to a split. 
3. The PBX transferring station processes the CCV until an agent answers, the 
PBX station finishes the transfer, or the party being transferred disconnects. All 
announcement connections indicated in the CCV are skipped over in the case of 
a transferred call. The PBX transferring party hears only ringback, while 
transferring, until an agent answers.
4. The transferring station user may either disconnect, completing the transfer, or 
may press the 
TRANSFER key again, aborting the transfer. Attempts to 
conference at this point will be ignored. 
5. If the transferring station disconnects and completes the transfer, the calling 
party will then begin processing the remainder of the CCV, including 
announcements.
From an ACD agents or supervisors position:
1. The agent or supervisor presses their 
TRANSFER key while on an ACD call or 
a PBX call and transfers to the ACD by dialing a pilot number.
2. A CCV associated with the pilot number is processed and the transferred call 
may be queued to a split.
3. The agent processes the CCV until another agent answers, the agent finishes the 
transfer, or the transferred party disconnects. All announcement connection 
instructions in the CCV are skipped over. Ringback Tone (RBT) is provided to 
the transferring agent until another agent answers.
4. The transferring agent may either disconnect (completing the transfer), or may 
press the 
TRANSFER key again, aborting the transfer. Attempts to conference at 
this point will be ignored. 
						

							CALL TRANSFER TO SPLIT QUEUE
Service Conditions
CallCenter
WorX 39
ACD Features and Specifications
5. If the transferring agent disconnects and completes the transfer, the calling party 
will begin processing the remainder of the CCV, including announcements.
From an attendant console:
1. The attendant transfers the calling party to the ACD by dialing a pilot number.
2. Busy Tone is provided to the attendant. At this point the attendant may either 
complete or cancel the transfer. If the attendant completes the transfer, the 
transferred party will begin processing the CCV, including all announcements. 
Note that except for transfers across CCIS, no CCV processing is done while the 
attendant listens to Busy Tone. The attendant must complete the transfer before 
CCV processing takes effect. For attendant transfers across CCIS, CCV 
processing will begin when the attendant first receives Busy Tone.
Service Conditions
1. Any calling party, except attendants, may be transferred into a split queue.
2. For attendant transfers to a split queue across CCIS, CCV processing will begin 
when the attendant first receives RBT. However, for non-CCIS attendant 
transfers to a split queue, CCV processing will begin only after the attendant 
completes the transfer.
3. Except for calls across CCIS, attendants are only allowed to transfer calls to 
pilot numbers. They may not call pilot numbers directly. If an attendant dials a 
pilot number directly, the call is ignored and the attendant will hear RBT 
indefinitely.
4. If an attendant dials a pilot number directly across CCIS, the call will be treated 
as a normal trunk call.
5. If an agent or PBX station user transfers a call to a split queue and hangs up 
before the agent at the destination answers, recall does not occur when the dont 
answer timer expires.
6. In a call transfer to a split queue, overflow service is provided to calls placed in 
queue.
7. When transferring a call to an ACD pilot number that terminates to an ACD 
split, if there is no pause step programmed before the primary Queue to step, the 
transferred party will not hear any announcements in the CCV index. However, 
if there is a pause step previous to the Queue to step, the transferring party must 
release the caller before the pause timer expires to enable the transferred party to 
hear the announcements. If the pause timer expires during a transfer, the 
transferred party will not hear the announcements. 
						

							CALL WAITING INDICATION
General Description
40CallCenter
WorX 
ACD Features and Specifications
CALL WAITING INDICATION
General Description
This feature provides visual indication of a splits current queue depth by the use of 
the CW lamp (Call Waiting) and the positions display. The 
CW lamp is always 
operative but only provides an approximate indication of the queue depth. The 
position’s display can show the current queue depth precisely but the display is 
provided periodically as the agent processes calls. An optional Call Waiting Key 
may be programmed to generate a display of the current queue depth.
Operating Procedure
1. When the number of ACD calls in a splits queue is greater than or equal to the 
call-waiting-on threshold, the 
CW lamp is turned on.
2. When the number of ACD calls in the splits queue is greater than or equal to the 
call-waiting-flash threshold, the 
CW lamp flashes. A database setting can enable 
a chime to sound at positions in the WORK mode when the lamp comes on or 
begins flashing.
3. When an ACD agent or supervisor is assigned a new call or goes into Work 
mode, the number of calls waiting in the splits queue displays on their position. 
For example, 
QUEUE DEPTH: 5 will be displayed if five calls are in the queue.
4. When an agent or supervisor presses the 
LOGON key while engaged in a call, the 
calling party identification of the original incoming ACD call (trunk calls only) 
is displayed followed by the number of calls waiting in the split queue. For 
example, 
NATIONAL 17 followed by QUEUE DEPTH: 5.
5. For an on-demand display of the current queue depth and longest waiting caller 
the agent may press the Call Waiting Key while in any mode.
Service Conditions
1. The 
CW lamp may be somewhat delayed and is not intended to depict 
instantaneous queue status.
2. Queue depth is only displayed on an agents position when there are calls 
waiting in the split queue.
3. Split data must be set for the desired threshold of calls in queue required to make 
the 
CW lamp illuminate or flash to indicate call thresholds have been exceeded.
4. You must have the proper versions of the DLC line card to receive a “call 
waiting indication.”
5. Agents and supervisor positions in the “Vacant” mode will only have call 
waiting indication if they are programmed in ACDPSN as split specific. 
						

							CALL WAITING LAMP WITH CHIME
General Description
CallCenter
WorX 41
ACD Features and Specifications
CALL WAITING LAMP WITH CHIME
General Description
An optional chime is available, on a split-wide basis, as a companion audio signal 
to the visual signals offered by the 
CW lamp (Call Waiting). The CW lamp can be 
programmed to light or flash when a given quantity of calls reside in a split queue. 
There are separate thresholds for lighting the lamp and for flashing the lamp. Refer 
to “CALL WAITING INDICATION” on page40 for related information. If the 
chime is selected, the chime will sound at each agent position which is in the Work 
mode at the time the 
CW lamp is lit, and at the time the CW lamp begins to flash.
The chime is composed of two half-second beeps, which are separated by a half-
second of silence.
Operating Procedure
The use of the chime is indicated through an ACD MAT command. The command 
data is on a split-wide basis.
Service Conditions
1. The chime will sound only at a position where the agent is in Work mode.
2. The volume of the chime is controlled by the ringer volume switch on the Dterm 
instrument.
780 Hz. tone
silence780 Hz. tone
0.5 sec. 
						

							CALLING PARTY IDENTIFICATION
General Description
42CallCenter
WorX 
ACD Features and Specifications
CALLING PARTY IDENTIFICATION
General Description
This feature allows calling party information to be displayed on the LCD of the 
Dterm, when an incoming call is assigned to an ACD agent. The format of the 
calling party information follows:
1. Incoming Trunk and Circuit Information:
A unique eight-character name for an incoming trunk group along with the 
trunk circuit number within the group can be displayed. This name is 
programmed using the ACDTG ACD MAT command. This display is 
commonly used for ringdown trunks. For example, 
NATIONAL 7.
2. Called Number Identification: DNIS
When an incoming trunk calls a particular pilot number, a name associated with 
the pilot number can be displayed instead of the eight-character name of the 
incoming trunk group and the trunk circuit number. The displayed name is 
programmed in the 
Name field of the ACDPLT ACD MAT command. This 
display is commonly used for DID trunks. For example, 
SALES DEPT.
3. Internal Directory Number:
The internal directory number (up to five digits) assigned to the circuit can be 
displayed. This display is used for PBX stations calling into the ACD. For 
example, 70626.
4. Overflow Connections:
When a non-transferred call is assigned to an agent in a secondary split, an 
overflow message is displayed before the calling party identification indicating 
that this call is not being assigned to an agent in the split for which it was first 
queued. For example, 
OVF SHIPPING.
If the call has overflowed from an agents personal queue, the display will 
identify the call as such and will show the name of the called agent; for example, 
PRS OVF FRED. Refer to “AGENT PERSONAL QUEUE” on page 7 for related 
information.
5. Transfer Connections:
When a call being transferred by one agent is answered by another agent, an 
indication of who is transferring the call is displayed. For example, 
XFR 
JONATHAN
.
6. Talking notification:
While an agent is engaged in a call, the Calling Party Identification of the 
original incoming ACD call, along with the number of calls waiting in the split  
						

							CALLING PARTY IDENTIFICATION
Operating Procedure
CallCenter
WorX 43
ACD Features and Specifications
queue, can be displayed by pressing the LOGON key. For example, 
NATIONAL 17 is displayed prior to SHIPPING: 5.
A display showing the amount of time in queue is provided to the agent position 
when a call is assigned (ringing) and again when the call is answered. For 
example, 
TIME IN Q: 9:17. The time shown is computed as the elapsed time since 
the caller entered the ACD system and when it is answered (or started ringing).
7. If an incoming ACD call enters the system through a pilot number and the 
receiving agent uses a pilot number to transfer the call to an agent in another 
split, the transferred call will be identified by the ID associated with the latter 
pilot number. If an ID is not associated with the latter pilot number, the call will 
be identified by the ID associated with the original pilot number. For example, 
an agent in Split A receives a call via a pilot number with an associated ID of 
“SERVICE”, resulting in 
SERVICE being displayed at the agents position. The 
agent uses a pilot number to transfer the call to Split B. Split B has an associated 
ID of “PARTS”. The agent who receives the transferred call in Split B will have 
PARTS displayed at their position.   If an ID was not associated with the pilot 
number applied in the transfer, the agent in Split B will have 
SERVICE displayed 
at their position. Refer to “PILOT NUMBERS” on page 87 for related 
information.
Operating Procedure
1. This feature is assigned through ACDPLT MAT command.
Service Conditions 
1. Called number ID (DNIS) display takes precedence over Incoming Trunk and 
Circuit Information when both are programmed.
2. If no special Calling Party Identification is chosen for a particular trunk, the 
PBX default is displayed.
3. Names displayed may be limited to seven alphanumeric characters to support 
certain display formats.
4. The character display data for C.O. Line / Tie Line calls can be assigned on the 
basis of each trunk route.
5. The character display data for this service is assigned from the ACD MAT.
6. The Calling Party Identification is displayed, by default, for only four seconds; 
then, the default PBX display is shown. The default settings can be modified 
using the “connection display” feature. 
						

							CONNECTION DISPLAYS
General Description
44CallCenter
WorX 
ACD Features and Specifications
CONNECTION DISPLAYS
General Description
This feature allows each agent to specify the exact sequence of displays to be 
delivered to the LCD display at the time of an incoming ACD call connection. 
There are several displays available providing a variety of information pertaining to 
the call being connected. Different styles of operation give rise to different needs 
regarding what information is presented first. Now each agent can specify how 
much information they want and in what order.
The setup for the custom connection displays is controlled by each agent through 
the entry of a special Tally-Oh code designed for this purpose. By entering the 
proper codes and durations the agent can customize the sequence and timing of the 
displays they will receive when an incoming ACD call commences ringing at the 
agent position and when the agent answers the call. Only one sequence is specified 
and the same set of displays will be generated at time of ringing and answer.
The following table indicates which displays can be selected and the Display ID 
Code for each:
A maximum of 5 displays may be selected. A duration from 3 to 9 seconds is 
assigned to each display and is specified using the setup Tally-Oh code. As an 
option, the final display can be set to display for the remainder of the ACD call by 
entering a time of 0 seconds. A Tally-Oh code exists which can reset the permanent 
display and allow the standard conversation timer to display.
Three Tally-Oh codes have been added to support the Connection Displays feature. 
These codes are available to all ACD agent positions and cannot be restricted. The 
Connection Display sequence and timing is stored on a per-agent-logon ID basis 
and will be retained from one logon session to the next as long as a Personal Table 5: Connection Display Codes
Display
ID CodeDisplay Description
3 Time in queue (merged display)
4 Time in queue (stand-alone display)
5 Pilot number text (gate ID)
6 ANI digits received
7 Customer entered digits (via IVR)
8 Answering split name
9 Current queue depth and longest call time
10 unused
11 No displays sent during call connection
12 - 29 reserved 
						

							CONNECTION DISPLAYS
General Description
CallCenter
WorX 45
ACD Features and Specifications
Emergency Supervisor has not been specified for this agent. Those agents with an 
assigned Personal Emergency Supervisor will need to setup their Connection 
Displays each time upon logging onto the system.
When using display code 3, time in queue merged display, the actual time in queue 
will be merged with the previous display if possible. The previous display must be 
11 characters or shorter for the merge to be allowed (10 or shorter if the time in 
queue was over 10 minutes). For example, if the agent entered Tally “021-58-38#” 
the request is to display the Pilot number text for 8 seconds and merge the time in 
queue on the end of the display. If the Pilot number text was “SALES” then the 
display would show “
SALES 0:48” for 8 seconds. On the other hand, if the Pilot 
number text was “APPLICATIONS” (12 characters) then the first display would be 
“
APPLICATIONS” for 8 seconds followed by “TIME IN Q 0:48” for 8 seconds.
Use display code 4 to force the time in queue display to always be displayed alone, 
that is, not merged with the previous display even when space permits.
Use a time code of 0 seconds to indicate that the final display should remain on the 
display for the duration of the ACD call. Tally-Oh code 009# can be entered at any 
time to reset the display to the default information. For example, if the agent entered 
Tally “021-42-60#” the time in queue will be displayed (alone) for 2 seconds (code 
42) followed by the ANI digits being displayed for the remainder of the ACD call 
(code 60). All digits beyond the permanent display will be ignored. Table 6: Connection Display Tally-Oh Codes
Code Format Description
021021DS#
-or-
021DDS#Setup the display sequence and timing for the current agent.
D = single-digit display code (3 - 9)
DD = double-digit display code (10 - 29)
S = number of seconds to display (3 - 9 seconds, or 0 for 
permanent display)
The DS or DDS pairs may be repeated up to 5 times, the ‘#’ 
digit must follow the final entry. A very long entry might 
look like:
Tally+021-44-54-64-74-84# (pluses and minuses are not 
actually entered, they are shown here for visual separation 
only).
Tally+021-110# will disable displays entirely. This code 
should not be mixed with any other display codes since its 
intention is to completely disable the connection displays 
feature.
022 022#On-line help to show a series of 4-second displays 
describing the available displays codes.
023023D#
-or-
023DS#
-or-
023DDS#Demand display of the specified code.
D = single-digit display code (3 - 9)
DD = double-digit display code (10 - 29)
S = optional number of seconds to display (3 - 9 seconds, or 
0 for permanent display. Default = 4) 
						

							CONNECTION DISPLAYS
Service Conditions
46CallCenter
WorX 
ACD Features and Specifications
Service Conditions 
1. A maximum of 5 displays may be setup with each display being from 3 to 9 
seconds.
2. A permanent display (time code of 0 seconds) must be the last display in the 
setup string. Any subsequent codes entered will be ignored.
3. When more than 5 displays are coded only the first 5 will be displayed, the 
remaining entries will be ignored.
4. The same display sequence and display timing is provided both when the agent 
position begins ringing with an incoming ACD call as well as when the agent 
answers the incoming ACD call. The permanent display is only supported after 
the agent answers the phone and will be provided as a 9-second display when 
displayed during the ringing phase. This is a security feature so that potentially 
private numbers are not left on display at an unoccupied position.
5. Even a permanent display will be automatically reset at the conclusion of the 
ACD call.
6. This feature is available to all agents via Tally-Oh codes. The feature itself 
cannot be restricted.
7. Display timing accuracy is limited to +/- 2 seconds from the time indicated for 
each display.