NEC Neax 2000 Ivs Callcenterworx Acd Features And Specifications

							INFOLINK DATA MESSAGES
GENERAL DESCRIPTION
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ACD Features and Specifications
INFOLINK DATA MESSAGES
GENERAL DESCRIPTION
Infolink Data Messages provides a two-way communications link between the 
ACD and external computer equipment. Typical examples of external computer 
equipment includes but is not limited to:
 Mini and Mainframe Host Computers 
 Desktop Workstations 
 Personal Computers 
 Interactive Voice Response 
The first three categories are obvious examples of computer equipment but what 
about the fourth? The Infolink message set was specifically designed to support 
features which are best performed by IVR equipment in addition to several obvious 
applications which can be done from a host computer. IVRs can provide customized 
announcements, collect digits (account numbers, billing reference codes, etc.) from 
customers, and provide voice menuing (“Press ‘1’ for Sales, ‘2’ for Service or ‘3’ 
for Billing Inquiry”).
Three message sets have been designed for Infolink. External computers may use 
as little or as much of the data from any of the three sets as needed in order to 
implement their application. Unnecessary messages may be turned off to reduce 
transmission bandwidth. Just as there are many words which can be derived using 
the 26 letters of the alphabet there are also many applications which can be invented 
using the messages available in the Infolink message sets. We can guess what some 
of the obvious applications might be but there is no way to predict how far 
developers can go given the information available from Infolink.
Some of the possible applications which Infolink clients could perform include:
 Agent Screen Pop-Up
 Agent Screen Correlation and Screen Transfer
 Outbound Calling Campaigns
 Electronic Call Transfer
 Customized Announcements
 Host Directed Routing - Host Directed Priority Changes
 Customer Callback
 Predictive Dialing Enhancements
 Phone-In-A-Drawer / Soft phone
 Position In Queue Announcements
 Estimated Time To Answer Announcements 
						

							INFOLINK DATA MESSAGES
GENERAL DESCRIPTION
58CallCenter
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ACD Features and Specifications
 Leave A Message vs. Stay In Queue Options
The following tables lay out the names of the messages currently available:
Table 9: Inbound Messages from Infolink Client to ACD
Tag Message Description
IA Dialed Digits
IB Manage Call
IC Split Status / Caller Status Request
Ic Agent / Call Status
ID Announcement Request
IE Outbound Call Request
Ie Outbound Call Dequeue Request
IF Route Call Request
IG Call Manipulation Request
IH State Change Request
IL Message Subscription
IlMessage Subscription with 
Acknowledgement
Table 10: Outbound Messages from ACD to Infolink Client
Tag Message Description
IM ANI / DNIS Information
IN Port Release
IO Play Announcement
IP Split Status Notification
Ip Agent / Caller Status Notification
IQ Incoming Call Notification
Iq Incoming Call Notification with Splits
IR Report IVR Dialed Digits
IS Agent Ringing
IT Agent Answer
IU Call Disconnect
IV Call Transfer
IW Agent State Change
IX Party Acknowledgment
IY Sequence Acknowledgment
IZ Outbound Call Disposition 
						

							INFOLINK DATA MESSAGES
SERVICE CONDITIONS
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ACD Features and Specifications
SERVICE CONDITIONS
1. Communications between the ACD and Infolink client is performed using 
TCP/IP connection.  Table 11: Inbound Database Change Commands from Infolink Client 
to ACD
Tag Message Description
JT Tenant Data (ACDTN)
JS Split Data (ACDSPL)
JD Position Data (ACDPSN)
JL Agent Logon Data (ACDLOG)
JV Call Control Vectors (ACDCCV)
JP Pilot Number Data (ACDPLT)
JG Trunk Group Data (ACDTG)
JW Week Schedule Data (ACDWS)
JH Holiday Schedule Data (ACDHS)
JC Holiday Calendar Data (ACDHC) 
						

							LANGUAGE DEFAULT
General Description
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ACD Features and Specifications
LANGUAGE DEFAULT
General Description
This feature allows the selection of a language, applicable to an entire tenant, for 
use in messages displayed at positions where an agent is not logged onto the  ACD 
system. The following are examples of messages that will appear in the selected 
language:
1. The 
VACANT message, displayed when an agent is not logged on at the position;
2. The messages used during the logon procedure, such as 
LOGON ID?, (if logon 
ID codes are used);
3. The messages giving split information (name, queue depth, time of longest 
waiting call) that are displayed at a vacant position when the agent presses the 
AUTO/MAN key.
This feature offers a choice of six languages:
 English
 French
German
 Italian
 Japanese
 Spanish
The language used for displays at a position where an agent is logged onto the ACD 
system is programmable for each logon ID code.
Operating Procedure
This feature is implemented through an ACD MAT command. The command data 
is on a tenant-wide basis. 
						

							LOGON / LOGOFF
General Description
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ACD Features and Specifications
LOGON / LOGOFF
General Description
Access to the ACD system is controlled either with or without logon ID codes. A 
logon ID code is used to identify individual agents or supervisors, to the ACD, for 
statistics gathering purposes. An agent is only permitted to be logged onto the 
system at one position at a time. Flexible ID Codes can be employed to log onto the 
ACD system. Refer to “FLEXIBLE ID CODES” on page52 for related 
information.
Operating Procedures
Logon Procedure:
This procedure varies depending on whether or not logon ID codes are used. The 
cases are described separately. 
When logon ID codes are used:
1. The display shows 
VACANT.
2. The agent presses the 
LOGON key. The display shows LOGON ID?.
3. The agent enters a logon ID code, using the DTMF keypad, and presses the “#” 
key after the logon ID code is entered. 
4. If an invalid logon ID code is entered, the display returns to 
LOGON ID? and the 
agent must enter a correct logon ID.
5. If the entered logon ID code is currently in use, the display briefly shows 
ID IN 
USE
 and then returns to LOGON ID?.
6. If a valid logon ID code is entered, the 
LOGON lamp is lit, a greeting is provided, 
and the split the user logged onto is displayed.
7. The console is placed in the Work mode with the Manual / Auto answer mode 
set to the splits default.
8. The 
WORK key must be pressed before the agent can begin taking calls.
When logon ID codes are not used:
1. The display shows 
VACANT.
2. The agent presses the 
LOGON key; the LOGON lamp is turned on, a greeting is 
provided, and the split the user logged onto is displayed.
3. The console is placed in the Work mode with the Manual / Auto answer mode 
set to the splits default.
4. The 
WORK key must be pressed before the agent can begin taking calls. 
						

							LOGON / LOGOFF
Service Conditions
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ACD Features and Specifications
Logoff Procedure (with or without ID codes):
1. The agent or supervisor may log off the system while in Break mode, Work 
mode, or while ready to take calls.
2. The agent presses the 
LOGON key at this time. Several displays will cycle on the 
display for four seconds each:
a. A farewell greeting; for example, 
GOODBYE RENEE.
b. The time since logon in hours, minutes, and seconds; for example, 
SHIFT 6:38:08.
c. The number of incoming calls handled; for example, 
ACD CALLS 138.
d. If any calls were handled, the average time spent with each call in minutes 
and seconds; for example, 
AVG TALK 1:30.
e. The cumulative amount of time spent in Work mode during the shift in 
hours, minutes, and seconds; for example, 
WORK 2:07:25.
f. The cumulative amount of time spent in Break mode during the shift in 
hours, minutes, and seconds; for example, 
BREAK 1:02:41.
g. Finally, the display shows 
VACANT.
Service Conditions 
1. When a vacant position displays 
R.I.P. (Reset In Progress), it indicates that the 
system is unable to communicate with the telephone instrument. If the 
LOGON 
key is pressed and the connection is established, the display will show 
VACANT 
within five seconds. If the connection cannot be established, 
R.I.P. will continue 
to be displayed.
2. An agent cannot logoff while on an ACD call. But, if agents do press the logon 
key during a call, the connection displays associated with the call are displayed 
again. 
3. Split programming can be used to prevent agents from logging off based on the 
number of calls currently queued to that split. Refer to “LOGOFF WARNING” 
on page 63 for more details on that feature. 
						

							LOGOFF WARNING
General Description
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ACD Features and Specifications
LOGOFF WARNING
General Description
This feature is programmed on a per-split basis via the ACDSPL MAT command. 
When a split is marked for Logoff Warning agents will receive the display “Logoff 
Warning” for a few seconds if they try to logoff while there are still calls in queue. 
In order to actually logoff the agent must press the Logoff Key a second time after 
having received the warning message. In other words, the warning message is 
intended to encourage the agent to continue taking phone calls and, in fact, the agent 
remains logged on if the key is pressed only one time.
A value is set for the Logoff Warning feature from 1 to 9. The value describes the 
maximum number of agents still logged onto the split when the warning is given. If 
the setting is at 5 then only the last 5 agents to logoff from the split will be given the 
warning message.
The “Logoff Warning” display is shown only when the number of callers waiting 
in queue for the agent’s split is greater than or equal to the number of agents still 
logged on. That is, if the setting is at 5 and there are 5 agents logged on but only 3 
calls are in queue then an agent will be allowed to logoff and will not receive the 
warning message. In fact, 2 agents may logoff and neither will receive the message. 
However, when there are only 3 agents remaining and 3 calls in queue, if one of 
those agents attempts to logoff the warning will be provided.
Service Conditions
1. For multi-split agents the logoff warning is calculated for each split that the 
agent is a member of. If any split falls into the logoff with warning threshold 
then the warning will be provided and the agent’s logoff will be restricted. No 
indication is given as to which split or splits has remaining calls to be answered.
2. When an agent wishes to logoff when Logoff Warning is enabled it will be 
required that the agent press the LOGON / LOGOFF KEY two times in 
succession and that there must be at least a 2 second pause between the two key 
presses. This should ensure that the agent was given an opportunity to see the 
“Logoff Warning” display and has a chosen to ignore it and logoff anyway. 
						

							MONITORING - ACD SUPERVISOR
General Description
64CallCenter
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ACD Features and Specifications
MONITORING - ACD SUPERVISOR
General Description
This feature allows the supervisor to select an agent position and to monitor the calls 
on both the ACD line and the non-ACD line at that position. The agent and calling 
party are not aware that their call is being monitored. As the agent concludes one 
call and begins another, switches from one line to another, or transfers, the 
supervisors monitor is applied to the current call. If both lines are idle when the 
monitoring is established, the supervisor will hear quiet tone until the agent either 
answers a call on one of the lines or places a call from the non-ACD line. At that 
time, the supervisor will be able to hear both parties.
Operating Procedure
Monitoring an agents position:
1. While in Work mode, Break mode, or Ready mode (Note), the supervisor 
presses the 
MON/BARGE key and the display shows MONITOR NUMBER?.
2. The supervisor enters either the ID code of the agent or a “0” followed by the 
extension number of the position the supervisor wishes to monitor. For 
example, to monitor the agent whose ID code is “101” and who is at extension 
“4301”, the supervisor presses either 101# or 04301#. Either a PBX or ACD 
extension can be used.
3. If the ID code or extension number is valid and the agent has a call in progress 
on either line, the 
MON/BARGE lamp will flash and the supervisor will hear a Zip 
Tone before silently listening in on the agents call.
4. If no ACD call is in progress, the 
MON/BARGE lamp will be steadily lit and the 
supervisor will hear nothing.
5. As calls are handled by the agent, the supervisor will alternate between the two 
states described previously.
6. If the agent transfers to a third party, the supervisor will hear the conversation 
between the agent and the third party. When the agent returns to the original 
caller, the supervisor will again hear the agent and the original caller.
7. While monitoring a conversation, the monitor function is terminated either by 
releasing or by pressing the 
MON/BARGE key. The ACD system will respond by 
displaying the prompt 
BARGE?. To barge, the supervisor enters 1#. To exit from 
the monitor mode and return to the previous mode, the supervisor enters # or 
presses the 
MON/BARGE key again.
8. While listening to quiet tone, the monitor function is terminated by pressing the 
MON/BARGE key once.
Note: To use this feature, the supervisor must be off-hook and must not use the 
SPEAKER key of a Dterm to monitor an agent. If the SPEAKER key is used 
the 
SPEAKER lamp on the supervisors Dterm is extinguished when the call  
						

							MONITORING - ACD SUPERVISOR
Service Conditions
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ACD Features and Specifications
is released by either the agent or the ACD calling party. If the supervisor 
presses the 
SPEAKER key before another call is routed to that agent, 
monitoring will continue. If the agent receives another call before the 
supervisors 
SPEAKER key is pressed, the monitor function is terminated.
Barging in on the monitored call:
1. Set up the monitor function as described in the preceding section.
2. While the agent is engaged in a conversation on the ACD line and the supervisor 
is monitoring, the supervisor may press the 
MON/BARGE key. The ACD system 
will respond by displaying the prompt 
BARGE?. To barge, the supervisor enters 
1#. A three-way conference connection is now established.
3. Intrusion tones are provided to both the agent and the calling party prior to the 
conference connection, and the supervisors 
MON/BARGE lamp will wink.
4. At this time one of two things is likely to happen:
a. The supervisor may press the 
RELEASE key or the MON/BARGE key to ter-
minate the conference connection (barge) and return to the monitor 
connection.
b. The agent may press the 
RELEASE key and relinquish control of the call to 
the supervisor. In this case, the supervisor will continue to talk to the incom-
ing caller until the call is completed, either by the supervisor pressing the 
RELEASE key or the MON/BARGE key, or by the caller releasing first. The 
supervisor will then return to a monitor connection, either listening to the 
agent on a new call, or quiet tone if there is no call. 
Service Conditions
1. While monitoring or barging, the supervisor can display the identification of the 
original ACD call and the queue depth by pressing the 
LOGON key. Please see 
“CALLING PARTY IDENTIFICATION” on page42 for additional 
information.
2. During three-party calls such as transfers and conferences, the supervisor will 
not be able to barge in, but will continue monitoring the agent and one of the 
other two parties. The monitoring will be updated to follow assist calls. 
3. A supervisor can only monitor agents that are currently logged onto the ACD 
system. If a supervisor barges into a monitored call, and the agent releases and 
logs off, the supervisor will return to the previous mode at the completion of the 
call.
4. While monitoring an agents PBX (non-ACD) line, the supervisor cannot barge 
into the conversation. Barges can only be done while monitoring ACD lines.
5. While the supervisor is monitoring, if the agent being monitored begins an 
emergency request, the supervisor will be released. This allows the supervisor 
to answer the emergency if necessary.
6. When requesting an agent to monitor, if the agent is not logged on, is on an 
emergency call, or is being monitored by another supervisor, the supervisor will 
be prompted again. 
						

							MONITORING - ACD SUPERVISOR
Service Conditions
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ACD Features and Specifications
7. This feature is restricted to ACD positions. There is no capability to monitor 
voice connections, conducted by non-ACD users, among the remaining (non-
ACD) station equipment connected to the switch. The intent of this feature is to 
provide a secure, ACD-only, performance appraisal function.
CAUTION: The use of a monitoring device to eavesdrop may be illegal under 
certain circumstances and laws. Legal advice should be sought 
before implementing any practice that monitors a telephone 
conversation. Some federal and state laws require the monitoring 
party to use beep tones, to notify all parties to the telephone 
conversation, or to obtain the consent of all parties to the 
telephone conversation. Some of these laws incorporate strict 
penalties.