NEC Neax 2000 Ivs Callcenterworx Acd Features And Specifications

							DO NOT DISTURB - SPLIT
General Description
CallCenter
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ACD Features and Specifications
DO NOT DISTURB - SPLIT
General Description
The Do Not Disturb feature disables queueing when there are no agents logged onto 
the split. When the last agent logs off the split will be automatically placed in the 
Do Not Disturb mode. Although similar to Night Mode in some respects this feature 
does not activate the 
NIGHT lamp. Incoming calls cannot queue to this split as long 
as it is in the Do Not Disturb mode. As soon as an agent logs in the Do Not Disturb 
mode is cancelled and queueing is enabled. See also “STRANDED CALL 
ROUTING” on page101 for how to process calls which were left behind in queue 
when the last agent logs off.
If the Do Not Disturb mode is active, any Call Control Vector (CCV) step that 
would cause a call to be queued to the split is ignored. The CCV processing will 
continue until a queuing or transfer step is reached. Any Pause and Announcement 
steps that are encountered, between the ignored queuing step and the subsequent 
queuing / transfer step, are also ignored.
After the call is queued to another split or transferred to a PBX number, the CCV 
processing will continue in a normal fashion, with every Pause and Announcement 
step processed normally.
Operating Procedure
The DO NOT DISTURB option is implemented through the Split Data MAT 
command. The command data is on a split-wide basis.
The following example illustrates how the feature functions.
1. Split #5 has been programmed to be placed in DO NOT DISTURB mode when 
agents are not logged onto the split. There are no agents logged onto Split #5.
2. A call to an ACD pilot number processes the CCV shown above.
3. The Queue to Split #5 in step #1 is ignored, because Split #5 is in DO NOT 
DISTURB mode.
4. The Pause in step #2 is ignored because the call was not queued during step #1.Table 7: Do Not Disturb CCV Example
Step CCV INSTRUCTION PARAMETER
1 QUEUE TO SPLIT 5
2PAUSE 15
3 ANNOUNCEMENT 3
4PAUSE 22
5 CONDITIONAL QUEUE TO SPLIT 12
6 ANNOUNCEMENT 4 
						

							DO NOT DISTURB - SPLIT
Service Conditions
48CallCenter
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ACD Features and Specifications
5. The Announcement in step #3 and the Pause in Step #4 will also be ignored 
since the call was not queued.
6. The Conditional Queue to Split # 12 is processed. The conditions for queuing 
are satisfied, and the call is queued to Split # 12.
7. The processing of this CCV will continue from step #6 in a normal fashion, with 
all Pause and Announcement steps processed.
8. The first agent logs onto Split #5 and is in Work mode. A call to an ACD pilot 
number now enters the same CCV. The call will queue to split 5 even though the 
agent is not yet available. The caller will also perform the pause from step #2 
and hear announcement #3 assuming the agent is not available.
Service Conditions
1. Both a Queue to Split and a Conditional Queue to Split instruction will be 
ignored if the target split is in DO NOT DISTURB mode. 
						

							EMERGENCY MONITORING
General Description
CallCenter
WorX 49
ACD Features and Specifications
EMERGENCY MONITORING
General Description 
In an emergency, this feature allows a conversation between an agent and an 
incoming ACD caller to be monitored using a monitor connection between the 
ACD call and a supervisor. Activation of this feature, while on an ACD call, 
automatically places a call to a pre-programmed number. This number can be any 
station in the PBX, an individual supervisor, or a pilot number for a split of 
supervisors. If the target extension of the emergency request has display 
capabilities, then display information will accompany the call, identifying it as an 
emergency call.
Emergency Request Procedures:
Note:The following procedures assume that an emergency request is sent 
to the pilot number of a split of supervisors.
To place an emergency request:
1. Simply press the 
EMERGENCY key while engaged in an ACD call. 
The agents display shows 
EMR SUPV A and the EMERGENCY lamp is lit. 
“SUPV A” is the name associated with the split of supervisors.
Related Emergency Request Conditions:
 If no supervisor is available to take the call, a call waiting indication is pro-
vided to each supervisor position. The first supervisor to respond will 
silently monitor the agent and the calling party.
 When the call is assigned, the supervisors display shows 
EMR #### CCSA 
##
. 
“####” represents the agent positions extension and “CCSA ##” represents 
the trunk type and trunk circuit number to which the agent is connected. 
 When a supervisor answers, the agents display will show 
EMERG 
ANSWERED
 and the EMERGENCY lamp will blink. When the agent releases 
from the call, or the supervisor releases from the monitor, the agents lamp 
will be extinguished.
 The agent and the calling party are never disconnected while the supervi-
sors position is ringing.
To cancel an emergency request:
1. If the request is routed to an individual supervisors ACD or PBX line, simply 
press the 
EMERGENCY key again. 
						

							EMERGENCY MONITORING
Service Conditions
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ACD Features and Specifications
Queuing of emergency requests:
 Emergency requests may be routed to a split of supervisors or an individual 
supervisor. In the case of a split of supervisors, multiple emergency requests can 
be queued.
 For emergency split queuing, to ensure the fastest processing, the only CCV 
steps that will be executed are Queue to Split, Conditional Queue to Split, and 
Goto, and the request will be queued at the highest priority. All other CCV steps 
will be ignored.
Service Conditions
1. During an emergency, either the agent or the supervisor can display the 
identification of the original ACD call and the queue depth by pressing the 
LOGON key. Refer to “CALLING PARTY IDENTIFICATION” on page 42 for 
additional information.
2. The directory number used for emergency requests may not contain a “*” or a 
“#” and must be a Dterm station on the same switch as the ACD agent. 
Therefore it is not possible to route emergency requests out of the local PBX 
system such as to a CCIS destination phone.
3. Any call forwarding which may be programmed at the target station receiving 
the emergency call will be ignored
4. Supervisor positions are always rung in Manual Answer for the EMERGENCY 
feature, regardless of their answer mode. This is to guard against unattended 
supervisor positions being left in Ready mode.
5. Supervisors may be members of a split when it is necessary for them to handle 
regular split calls. In this case, emergency requests should be routed to a split of 
supervisors, and the supervisor should work in multi-split mode taking calls 
from both splits. The supervisor’s logon ID should specify a higher priority for 
the emergency split.
6. Emergency requests are only allowed while talking on an ACD line. Requests 
while on a non-ACD line will be ignored.
7. Emergency requests are not allowed during an assist call.
8. If the emergency request is sent to an individual line and that line is busy, the 
agents display will show 
EMERG BUSY and the EMERGENCY lamp will be 
turned off. The agent may try to send the emergency request as many times as 
necessary during the call.
Even though the call could not be connected because of the busy condition, a 
display with chime is sent to the target supervisor position to indicate that an 
emergency request was made but could not be connected.
9. The supervisors monitor will not be updated for transfers or subsequent calls as 
in the MONITORING - ACD SUPERVISOR feature. At the completion of the 
emergency call, the supervisor will be released. 
						

							EMERGENCY MONITORING
Service Conditions
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ACD Features and Specifications
10. If an agent presses the EMERGENCY key while already being monitored by a 
supervisor for a non-emergency situation, the supervisor will be released from 
the monitor and the emergency will continue as usual. Emergency requests are 
not allowed during a supervisors three-way barge or any other three-way 
connection in progress at the agents position.
11. Emergency requests cannot be routed to operators, pilot numbers for group 
hunts, or destinations over CCIS.
12. When the emergency destination is forwarded All, Busy, or Don’t Answer, the 
emergency call will not be forwarded.
13. The display will read 
MON XXXX at the supervisor position during the 
emergency call.
14. Emergency calls to personal pilot numbers:
a. Do not follow the Forward / Full CCV, and 
Emerg Busy is displayed. 
b. Do not overflow once they are queued to a personal pilot number. 
						

							FLEXIBLE ID CODES
General Description
52CallCenter
WorX 
ACD Features and Specifications
FLEXIBLE ID CODES
General Description
ID codes are used by agents and supervisors to access the  ACD system. A 
considerable amount of information is programmed for each agent’s ID code and 
this information is used by the ACD system to determine which calls the agent will 
be handling after logging in and which features the agent will have access to.
Some of the logon ID parameters are described in the table below.
Refer to “MULTI-SPLIT AGENT” on page72 and “SPLIT SELECTION” on 
page 100 for information on how an ID code determines the split.
Operating Procedure
1. ID codes are created with ACD MAT assignments. 
Service Conditions
1. The maximum ID Code length is nine digits. The digits “0” through “9” are 
allowed (so long as the number does not begin with a “0”).
2. Leading zeros are not permitted in logon ID codes. 
3. Each split determines whether ID codes are required for access to the ACD Table 8: Logon ID Characteristics
Logon EntityLogon ID Characteristic
The Logon ID From 1 digit to 9 digits
Default Language English / Japanese / Spanish / Italian / French / 
German
Agent Name Specify a name for use in displays
Split or Splits Specify from 1 to 16 splits
Multi-split Allowed Allow or Restrict multiple simultaneous splits
Personal Pilot Number Specify a directory number for Personal Queue
Personal Queue Depth From 0 to 300 calls may be in queue
Personal Queue Forward 
CCVSpecify a CCV for alternate handling
Personal Queue Timeout From 1 to infinity seconds
Personal Queue Timeout 
CCVSpecify a CCV for alternate handling
Personal Queue Chime Call Waiting in queue chime On or Off
Personal Assist Specify destination for Assist
Personal Emergency Specify destination for Emergency 
						

							FLEXIBLE ID CODES
Service Conditions
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ACD Features and Specifications
system.
4. An ID code can only be assigned once in the ACD system regardless of which 
tenant the ID code is used for.
5. An ID code can only be used in the tenant in which it is assigned.
6. An ID code can only be used at one position at any given time. Multiple logons 
with the same ID code are not permitted. 
						

							HOLIDAYS SCHEDULING
General Description
54CallCenter
WorX 
ACD Features and Specifications
HOLIDAYS SCHEDULING
General Description
Holidays may be programmed up to 365 days in advance. On a holiday, special call 
routing is in effect for up to eight time-of-day changes. Thirty different holiday 
schedules, one of which is used on any particular holiday, may be programmed for 
each tenant.
Operating Procedure
1. See “TIME OF DAY/WEEK ROUTING” on page112.
Service Conditions
1. Holiday schedule routing takes place only for those pilot numbers which route 
to week routing. If a pilot number routes directly to a Call Control Vector 
(CCV), its routing is not affected on a holiday even if holiday routing has been 
programmed.
2. All incoming ACD traffic must follow the same routing (CCV handling) on a 
holiday. 
						

							HOT SPLIT
General Description
CallCenter
WorX 55
ACD Features and Specifications
HOT SPLIT
General Description
This feature was designed to accommodate “automatic” agents or “hot” agents. 
That is to say, agents who never log on, never log off, and never take breaks. As 
soon as the ACD is online these “agents” are automatically logged on to the ACD 
and placed in the Ready Mode to take incoming calls. These “agents” are more 
accurately described as “machines” because the feature was intended for use with 
answering machines, dictation machines, voice mail machines, etc.
The feature is named “Hot Split” because all members of the split must be automatic 
agents. There cannot be a mixture of standard agent positions and hot agent 
positions in the same split.
Due to the nature of the equipment expected to be used for this feature, it was 
designed to accommodate only analog station equipment. D
term stations in 
particular cannot be used for members of a Hot Split. A member of a Hot Split is 
called a Hot Position.
Operating Procedure
1. A Hot Position is idle and, therefore, in the Ready Mode. This station is the only 
assigned member of a particular Hot Split. Let’s say it is an answering machine.
2. A call arrives to the Pilot Number for this Hot Split and immediately rings the 
Ready “agent”.
3. The “agent” (answering machine) automatically answers. Meanwhile, another 
call arrives for the Hot Split and is placed in queue.
4. The Hot Split is programmed for 15 seconds of After Call Work Mode Timeout. 
This allows the answering machine sufficient time to rewind or reset before the 
next call rings through.
5. The first caller hangs up. The “agent” enters After Call Work Mode for 15 
seconds.
6. After 15 seconds the Hot Position is automatically placed in the Ready Mode 
and since a caller is waiting in queue, it immediately rings the position.
7. The Hot Position (answering machine) answers the next call. 
						

							HOT SPLIT
Service Conditions
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ACD Features and Specifications
Service Conditions
1. A Hot Position is allowed to go off-hook and originate outgoing calls. It will be 
placed in an Unavailable Mode for incoming ACD calls until it goes on hook.
2. Hot Positions are assumed to be in the Ready Mode upon ACD start-up. If the 
position is off hook and busy, the ACD will make only one attempt to connect a 
call. Then, upon noticing the busy status, will correctly mark the position as 
Unavailable and wait for an “on hook”.
3. Hot Split positions are not placed in the “Penalty Work” mode as a result of the 
call recover feature.