NEC Neax 2000 Ivs Callcenterworx Acd Features And Specifications

							MONITOR ME
General Description
CallCenter
WorX 67
ACD Features and Specifications
MONITOR ME 
General Description
An agent, during an ACD call, can request to be monitored by a specific supervisor. 
When the agent presses the 
ASSIST key or presses the TALLY key and dials 006#, a 
monitor request is sent to the designated supervisor. Upon answering, the 
supervisor is in a silent monitor connection listening to the agent and the calling 
party.
The number (personal assist request number) associated with the supervisor is 
programmable for each agent.
The 
ASSIST key and the personal assist request number can be used for either the 
MONITOR ME feature or the ASSISTANCE - ACD AGENT feature. The choice 
is made for each split. Regardless of which feature the key and number are 
dedicated to, if an agent personal assist number and a split assist request number are 
both defined, the personal assist request number will always be used. If an agent is 
in multi-split mode and a personal assist request number is defined, the quantity of 
splits which have an assist request number defined is meaningless; the personal 
assist request number will be applied. Please refer to “MULTI-SPLIT AGENT” on 
page 72 for more information.
An agent can also use a Agent Tally-Oh Code to send a monitor request to a 
supervisor. This is accomplished by pressing the 
TALLY key and entering 006#. As 
before, if a personal assist request number has been specified for the agent, that 
number will take precedence over any split assist request numbers that have been 
specified. Please refer to “TALLY-OH CODES” on page 103 for more information.
The MONITOR ME feature works the same way with both PBX business station 
lines and PBX lines to supervisors. The monitor lamp is not lit nor can the 
Supervisor barge into the call. However, the supervisor can use his monitor key to 
set up the monitoring of another agent while still monitoring the PBX line. When 
the to-be-monitored agent receives the next call, the ACD phone will ring, telling 
the supervisor that the agent is receiving a call. The PBX monitor will be 
disconnected when the supervisor answers the ACD line to monitor the agent he set 
PBX line. 
						

							MONITOR ME
Operating Procedure
68CallCenter
WorX 
ACD Features and Specifications
Operating Procedure
The following example illustrates how the feature functions.
1. An agent is logged onto a position; the extension is 4281.
2. The agent requests to be monitored either by pressing the 
ASSIST key, if this 
function has been programmed via the ACD MAT, or by pressing the 
TALLY 
key and entering 006#. The latter method is always available.
3. While the supervisors position is being rung, the agent and the calling party 
remain connected and can continue to converse.
4. The 
ASSIST lamp at the agents position is lit, and the display shows the 
individual supervisors name or the name of the split of supervisors, if a pilot 
number is used. Examples of the two displays are, respectively, 
MONITOR 
JAMES
 or MONITOR SUPV. A.
5. The 
MON/BARGE lamp at the destination supervisors position is lit and the 
display provides the extension of the agent who is requesting the monitor 
activity and the trunk type and number to which the agent is connected; for 
example, 
MON 4281 CCSA 12. The display appears when the monitor request is 
ringing and when it is answered.
6. The supervisor answers the request and begins monitoring the agent and the 
calling party.
7. The 
ASSIST lamp at the agents position starts to flash and the display changes to 
MONITOR ANSWERED.
8. At this point, the supervisor is able to release the call or to barge. The latter 
option results in a three-way call involving the supervisor, the agent, and the 
calling party. To initiate the barge, the supervisor presses the 
MON/BARGE key; 
the ACD system responds with a 
BARGE? prompt. The supervisor can enter 1# 
to affirm the barge, at which point the agent and calling party are sent an 
intrusion tone. The supervisor can cancel the monitor activity by either pressing 
the 
MON/BARGE key or by entering #.
Service Conditions
1. During the barge (three-way conversation), any of the three parties may release 
themselves from the call; the other two parties remain connected.
2. The monitor activity, which is silent, is automatically canceled if the agent 
transfers to another party.
3. If the connection between the calling party and the agent is terminated prior to 
the supervisors response to the monitor request, the request is automatically 
canceled.
4. An agent can cancel the monitor request by pressing the 
ASSIST key, if and only 
if the call was routed to a specific agents or supervisors ACD or PBX line. If a 
pilot number, personal pilot number, or a party that is not an agent is the target 
of the monitor request, the request cannot be canceled. Please refer to “AGENT 
PERSONAL QUEUE” on page 7 for related information.  
						

							MONITOR ME
Service Conditions
CallCenter
WorX 69
ACD Features and Specifications
5. When a monitor me is attempted to the busy my line of a digital phone, the 
digital phone chimes and the LCD displays a name if the logon id has a name 
assigned in the ACDLOG command, for example - Mon Henry. If a name is not 
programmed the display indicates the line number of the ACD position, for 
example - Mon 3000.
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. 
						

							MULTIPLE CUSTOMER GROUPS
General Description
70CallCenter
WorX 
ACD Features and Specifications
MULTIPLE CUSTOMER GROUPS
General Description
The system can be arranged to independently service more than one ACD customer 
(tenant). Ideally all components of the ACD system should be duplicated for each 
tenant but in reality some components can be shared.
Utilizing multiple tenants in an attempt to circumvent limitations imposed at a per 
tenant level does not work, since too many components end up being shared. Tenant 
limitations exist for a reason often related to software design considerations. 
Assigning a second tenant to take advantage of a tenant parameter may appear to 
work at first, but blending all the other components of a multi-tenant ACD can 
present several difficulties.
Operating Procedure
No manual operation is required.
Service Conditions
1. CallCenterWorX ACD 1.0 does not support multiple tenants.
2. CallCenterWorX ACD 2.0 supports tenants 1-9.
3. Both MY line and ACD have to be in the same tenant.
4. If the logon ID is set for multi splits, the splits have to be in the same tenant.
5. If multi “queue to” steps are used in a CCV, the splits have to be in the same 
tenant.
6. Each tenant must have its own MIS.
7. Any alternate night CCVs must be in the same tenant as the pilot that they are 
assigned to. 
						

							MULTIPLE SUPERVISORS
General Description
CallCenter
WorX 71
ACD Features and Specifications
MULTIPLE SUPERVISORS  
General Description
Multiple supervisors can be grouped together to form a split when it is necessary for 
more than one supervisor to serve a split of agents. Assistance and emergency 
requests can be routed to a split of supervisors, but a split of supervisors does not 
normally receive incoming call traffic unless it has been programmed as a 
secondary split to be queued to in a Call Control Vector (CCV). Refer to “CALL 
CONTROL VECTOR” on page 23 for more detailed information. All aspects of an 
agent split, such as call waiting indication and queuing, also apply to a split of 
supervisors.
Operating Procedure
For additional reading please see the note for “The Supervisor Concept” on 
page 98. 
						

							MULTI-SPLIT AGENT
General Description
72CallCenter
WorX 
ACD Features and Specifications
MULTI-SPLIT AGENT 
General Description
This feature allows an individual agent to handle calls from a maximum of 16 splits. 
The agents logon ID is programmed to specify whether the agent is permitted to 
handle calls from a single split (single-split mode) or from multiple splits (multi-
split mode).
The agents logon ID is programmed to specify which splits the agent can service. 
The logon ID permits 1 to 16 specific splits to be listed, or access to any split to be 
indicated. If specific splits are listed, then a priority (or preference level) is assigned 
to each split. There are four priority levels; splits can be assigned the same level.
An agent who is servicing multiple splits will have calls assigned based on a two-
level algorithm. The first level of assignment is based on the priorities of the splits. 
Calls from the split with the highest priority will always be connected before calls 
from splits with lower priorities. The second level of assignment is the amount of 
time that the longest waiting call has been in queue. This level is only used if two 
or more splits have the same priority. If splits have the same priority, then the call 
with the longest time in queue will always be connected before calls that have spent 
less time in queue. The following examples, where an agent is servicing four 
queues, illustrate the two-level algorithm.
In this case, the call in Split #1 will be connected to the agent. Split #1 has the 
highest priority of the splits that the agent is serving. Thus, the fact that Split #1 has 
the fewest calls and the call with the shortest time in queue is not a consideration.Table 12: Call Distribution Algorithm 1
SPLIT 
NUMBERPRIORITY 
LEVELCALLS IN 
QUEUELONGEST WAITING 
CALL
1 1 1 15 seconds
2 2 4 45 seconds
3 2 7 20 seconds
4 3 3 50 seconds
Table 13: Call Distribution Algorithm 2
SPLIT 
NUMBERPRIORITY 
LEVELCALLS IN 
QUEUELONGEST WAITING 
CALL
110
2 2 4 60 seconds
3 2 7 35 seconds
4 3 3 65 seconds 
						

							MULTI-SPLIT AGENT
General Description
CallCenter
WorX 73
ACD Features and Specifications
In this example, the next call that is connected to the agent will be the longest 
waiting call from Split #2. The split with the highest priority, Split #1, does not have 
any calls in queue. Split #2 and Split #3 have the same (and next highest) priority. 
Thus, the longest waiting call will be selected, and that call resides in Split #2 (60 
seconds as opposed to 35 seconds).
The splits that an agent can handle are not based solely on the agents logon ID. A 
combination of three factors determines which splits a specific agent, at a specific 
position, can handle. The three factors and their associated variables follow.
1. The splits allowed by the agents logon ID, which can be a list of 1 to 16 specific 
splits, or any split.
2. The splits allowed by the position, which can be 1 specific split or any split.
3. The split mode allowed by the agents logon ID, which can be single-split or 
multi-split.
The following paragraphs describe the scenarios associated with each possible 
combination of the three factors. While examining these scenarios, it would be 
beneficial to reference Table 14, “Valid Logon ID / Position Combinations,” on 
page 75. The tables horizontal axis describes the agents logon ID (split mode and 
allowed splits) and the vertical axis describes the positions allowed splits. The 
intersection presents the split mode in which the agent will operate and the split or 
splits the agent will service (indicated with lower-case letters in parentheses).
The single-split mode scenarios:
An agent, in single-split mode, whose logon ID lists 1 to 16 allowable splits can log 
on to a position with a single specified split (which matches one of the agents logon 
ID splits) or a position with any split allowed. As an example, an agents logon ID 
specifies the splits 2, 5, 8 and 12. The agent can log on at a position that specifies 
one of those splits (2, 5, 8 or 12). Alternatively, the agent can log on to a position 
that allows any split. During the logon procedure, the splits in the logon ID list are 
displayed sequentially. The agent indicates the single split of choice by entering 1#; 
entering # indicates that this is not the split of choice. The agents split defaults, such 
as the after-call mode and the answer mode, will be the defaults associated with the 
single split that is chosen.
An agent, in single-split mode, whose logon ID permits any split can only logon at 
a position that permits a single specified split. The agent will take calls from the 
single split and the agents split defaults will be the defaults associated with that 
split.
An agent, in single-split mode, whose logon ID allows any split is not permitted to 
log on at a position that allows any split. This combination would force the  ACD 
system to begin to sequentially prompt the agent with the name of every split in the 
system, until the agent selected the single split in which they wish to work.   This is 
not an effective use of agents time. 
						

							MULTI-SPLIT AGENT
General Description
74CallCenter
WorX 
ACD Features and Specifications
The multi-split mode scenarios:
An agent, in multi-split mode, is not permitted to have a logon ID which allows any 
split. This combination would force the ACD system to begin to sequentially 
prompt the agent with the name of every split in the system, until the agent selected 
the splits in which they wish to work.   As in the previous case, this is not an 
effective use of agents time.
If taken together, the last scenario of the single-split mode (an agents logon ID 
allows any split, the agent is not permitted to log on at a position which allows any 
split), and the first scenario of the multi-split mode (an agents logon ID which 
allows any split is not permitted), the following ACD condition is the result. If an 
agents logon ID allows any split, then the agent will automatically be put into 
single-split mode and will not be allowed to log on at a position which allows any 
split.
An agent, in multi-split mode, whose logon ID allows a list of specific splits can log 
on at a position that allows a single specified split (where the split matches one of 
the allowed splits in the agents logon ID list) or at a position that allows any split. 
In both cases, the agent will automatically be allowed to handle calls from every 
split in the agents logon ID list. As an example, the agents logon ID list allows 
splits 2, 5 and 8. The agent logs on at a position that allows Split #5. The agent will 
be allowed to handle calls from splits 2, 5 and 8. The same agent logs on at a 
position that allows any split. The agent will be allowed to handle calls from splits 
2, 5 and 8. The agents split defaults, such as the after-call mode and the answer 
mode, will be the defaults associated with the agents logon ID attribute split. The 
attribute split is the first split in the list of allowable splits.
The 
CW lamp (Call Waiting), for an agent in multi-split mode, reflects the status of 
every split that the agent is servicing. The 
CW lamp serves as a visual indication for 
changes in the depth of each split queue. Thresholds for each split queue, based on 
the quantity of calls in the split queue, are programmed to force the CW lamp to 
light or flash. There are two separate thresholds. Please refer to “CALL WAITING 
INDICATION” on page 40 for related information.  Since the 
CW lamp is related to 
multiple splits, the lamp is used to indicate the most “severe” case at any given time. 
For example, the 
CW lamp reflects the status of the first split that has either reached 
a threshold, the first to reach a higher threshold (flashing), or the status of the split 
which has exceeded a threshold by the greatest amount of calls.
The 
NIGHT lamp, for an agent in multi-split mode, reflects the night mode of the 
attribute split. The agent is allowed to put the attribute split into Night mode, or 
remove the attribute split from Night mode. If one of the secondary splits is to be 
put into or removed from Night mode, then an agent, who is classified as a 
supervisor, can use a Supervisor Tally-Oh Code. The supervisor presses the 
TALLY 
key and enters 040# to initiate the process. Please refer to “TALLY-OH CODES” 
on page103 for more information. 
						

							MULTI-SPLIT AGENT
General Description
CallCenter
WorX 75
ACD Features and Specifications
Table 14 summarizes the valid combinations of an agents split mode, the splits 
allowed to the agent, and the splits allowed to the position. Recall that a logon ID 
which allows the agent to operate in multi-split mode and service any split is not 
permitted. The intersection of the rows and columns presents the split mode in 
which the agent will operate and the split or splits the agent will service (indicated 
with lower-case letters in parentheses).
The splits allowed to a position or an agent can be changed by using the ACD MAT, 
the MIS, or a Supervisor Tally-Oh Code. These changes can be implemented while 
agents are logged on at positions. The impact on the agents call handling and the 
agents ability to log on at the same position in the future are described by the two 
general statements which follow.
1. If the changes to the splits allowed the position and/or the splits allowed the 
agent produce a situation which is not a valid combination, the agent will be 
allowed to continue handling calls as before, until the agent logs off.
2. If the changes to the splits allowed the position and/or the splits allowed the 
agent produce a situation which is not a valid combination, the agent will not be 
allowed to log on at the same position, after the agent logs off.
The following paragraphs describe the scenarios associated with changing the splits 
allowed to a position, the agents split mode and the splits allowed to an agent.
Examples of changes, to the splits which are allowed to a position, follow. While 
examining these cases, it would be beneficial to reference Table 15, “Change 
Position’s Allowed Splits,” on page77. The tables horizontal axis describes the 
agents logon ID (split mode and allowed splits) and the vertical axis describes the 
change to the positions allowed splits. The table assumes that prior to the change 
the agent in single-split mode is servicing Split “a” and the agent in multi-split mode 
is servicing Splits “a”, “b”, “c” and “d”. The intersection of the rows and columns 
presents the split or splits the agent will service, after the change, and the agents 
ability to log on at the same position in the future. As an example, “a / NO” would 
indicate that the agent will serve Split “a”, and will not be allowed to log on at the 
position in the future.
A position that allows a single specific split is changed to a position that allows a 
different single specific split. If an agent working in single-split mode is logged on 
at the position and the new split is in the agents logon ID list of splits or the agents 
logon ID allows any split. the agent will immediately begin receiving calls from the Table 14: Valid Logon ID / Position Combinations
Agent’s Logon ID
Split Mode (single split vs. multi split)
Allowed Splits - List (a, b, c, d) - Any Split
Position’s 
Allowed 
SplitsSingle-Split
List (a, b, c, d)Single-Split
Any SplitMulti Split
List (a, b, c, d)
Single (a) Single (a) Single (a) Multi (a, b, c, d)
Any Single (a, b, c, d) Not Allowed Multi (a, b, c, d) 
						

							MULTI-SPLIT AGENT
General Description
76CallCenter
WorX 
ACD Features and Specifications
new split and the agent will be able to logon at the position after the current session.   
If the new split does not fall within the agents logon ID list of splits, the agent will 
continue to handle calls from the original split, but will not be allowed to log on at 
the position following the termination of the current session. The agent whose logon 
ID allows any split will handle calls from the new split and will be allowed to log 
on at the position following the termination of the current session.
A position that allows a single specific split is changed to a position that allows a 
different single specific split. If an agent working in multi-split mode is logged on 
at the position and the new split is in the agents logon ID list of splits, the agent will 
continue to receive calls from every split they were receiving calls from prior to the 
change and the agent will be able to logon at the position after the current session. 
If the new split does not fall within the agents logon ID list of splits, the agent will 
continue to handle calls from the original splits, but will not be allowed to log on at 
the position following the termination of the current session.
A position that allows a single specific split is changed to a position that allows any 
split. If an agent working in single-split mode is logged on at the position, the agent 
will continue to receive calls from the same split. The agent with a logon ID which 
allows a specific split or specific splits will be able to log on at the position, after 
the current session is terminated. The agent with a logon ID which allows any split 
will not be able to log on at the position, following the termination of the current 
session.
A position that allows a single specific split is changed to a position that allows any 
split. If an agent working in multi-split mode is logged on at the position, the agent 
will continue to receive calls from every split they were receiving calls from prior 
to the change and will be able to logon at the position after the current session.
A position that allows any split is changed to a position that allows a single specific 
split. If an agent working in single-split mode is logged on at the position, the agent 
will continue to receive calls from the original split. If the new split is in the agents 
logon ID list of splits, the agent will be allowed to log on at the position, after the 
current session is terminated. If the new split does not fall within the agents logon 
ID list of splits, the agent will not be able to log on at the position, following the 
termination of the current session. An agent who operates in single-split mode and 
whose logon ID allows any split would not have been permitted to log onto a 
position that allows any split.
A position that allows any split is changed to a position that allows a single specific 
split. If an agent working in multi-split mode is logged on at the position, the agent 
will continue to receive calls from every split they were receiving calls from prior 
to the change. If the new split is in the agents logon ID list of splits, the agent will 
be allowed to log on at the position, after the current session is terminated. If the 
new split does not fall within the agents logon ID list of splits, the agent will not be 
able to log on at the position following the termination of the current session.