NEC Neax 2000 Ivs Callcenterworx Acd Features And Specifications

							MULTI-SPLIT AGENT
General Description
CallCenter
WorX 77
ACD Features and Specifications
Table 15, “Change Position’s Allowed Splits,” on page 77 summarizes the changes 
to a positions allowed splits. 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, 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.
Examples of changes to the agents split mode: 
The tables horizontal axis describes the agents logon ID (split mode and allowed 
splits) and the vertical axis describes the change to the agents split mode. 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 / YES” would indicate that the agent will serve Split “a”, 
and will be allowed to log on at the position in the future.
An agent working in single-split mode can only be changed to multi-split mode if 
the allowed splits are a list, as opposed to any split. An attempt to change an agents 
logon ID from single-split mode, allowed any split, to multi-split mode, allowed 
any split, will be denied. The resultant logon ID (multi-split, any split) is not 
permitted.   An agent in single-split mode, allowed a list of splits, can change to 
multi-split mode. The agent will immediately be receiving calls from every split in 
the agents logon ID list of splits. The split defaults will come from the agents 
attribute split. After the current session is terminated, the agent will be able to log 
on at the position.
An agent working in multi-split mode is changed to single-split mode. The agent 
will immediately begin taking calls from their attribute split only. The agent will be 
able to log on at the position, after the current session is terminated.Table 15: Change Position’s Allowed Splits
Agent’s Logon ID
Split Mode (single-split vs. multi-split)
Allowed Splits - List (a, b, c, d) - Any Split
Change in the 
Position’s allowed 
splitsSingle-split
List (a, b, c, d)Single-split
Any SplitMulti-split
List (a, b, c, d)
Single (a) --> Single (b) b / Yes b / Yes a, b, c, d / Yes
Single (a) --> Single (e) a / No e / Yes a, b, c, d / No
Single (a) --> Any a / Yes a / No a, b, c, d / Yes
Any --> Single (b) a / Yes Not Allowed a, b, c, d / Yes
Any --> Single (e) a / No Not Allowed a, b, c, d / No 
						

							MULTI-SPLIT AGENT
General Description
78CallCenter
WorX 
ACD Features and Specifications
Examples of changes to the agents logon ID allowed splits: 
The tables horizontal axis describes the agents logon ID (split mode and allowed 
splits) and the vertical axis describes the change to the agents 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 / YES” would indicate that the agent will serve Split “a” 
and will be allowed to log on at the position in the future.
If an agent is in single-split mode and the logon ID list of splits is changed to a 
different list of splits, the agent will receive calls from the attribute split in the new 
list of splits. The agent will be able to log on at the position, after the current session 
is terminated, only if the position allows one of the splits in the new list or allows 
any split.
If an agent is in single-split mode and the logon ID list of splits is changed to allow 
any split, the agent will receive calls from the same split as prior to the change. The 
agent will be able to log on at the position, after the current session is terminated, 
only if the position allows a single split.
If an agent is in single-split mode with a logon ID that allows any split and the 
agents logon ID is changed to allow a list of splits, the agent will receive calls from 
the attribute split in the new list of splits. The agent will be able to log on at the 
position, after the current session is terminated, only if the position allows one of 
the splits in the new list.
If an agent is in multi-split mode and the logon ID list of splits is changed to a 
different list of splits, the agent will receive calls from every split in the new list of 
splits. The agent will be able to log on at the position, after the current session is 
terminated, only if the position allows one of the splits in the new list or allows any 
split.
If an agent is in multi-split mode with a logon ID that allows a list of splits and an 
attempt is made to change the allowable splits to “any split,” the attempt will be 
blocked. An agent is not permitted to have a logon ID that indicates multi-split 
mode and allows “any split.” 
						

							MULTI-SPLIT AGENT
General Description
CallCenter
WorX 79
ACD Features and Specifications
A supervisor may invoke a Supervisor Tally-Oh Code to change an agents split 
mode (single-split/multi-split) and/or allowed splits (list/any). Changes that are 
instituted in this manner are only effective for the duration of the session; when the 
agent logs off the ACD system, the changes are ignored. Please refer to “TALLY-
OH CODES” on page103 for related information.
In order to change the agents split mode and/or allowed splits, the supervisor 
presses the 
TALLY key and enters 035aaaaa#, where aaaaa is the ACD or PBX 
extension of the agent. If the agents allowed splits is not set to any split, meaning 
the agent has a list of splits and is in either single-split or multi-split mode, the 
prompt 
MULTI-SPLIT? is displayed at the supervisors position. The supervisor 
enters #1 to approve, and the agent immediately begins receiving calls from every 
split in the agents list of allowable splits. Additionally, the agents list of splits will 
be displayed at the supervisors position.
If the supervisor wants the agent to work in single-split mode, the supervisor enters 
“#”, in response to the 
MULTI-SPLIT? prompt. The agents list of splits will be 
displayed sequentially at the supervisors position. The supervisor enters 1# to Table 16: Changes to an Agent’s Allowed Splits
Agent’s Logon ID
Split Mode (single-split vs. multi-split)
Allowed Splits - List (a, b, c, d) - Any Split
Change in the Agent’s
allowed splitsSingle-split
List (a, b, c, d)Single-split
Any SplitMulti-split
List (a, b, c, d)
(a, b, c, d) --> (c, d, e, f)
c / Yes -----
c, d, e, f 1
1.  The agent will be allowed to log onto the position only if the position allowed a single 
specific split that is in the agent’s new list of split, or the position allowed any split.
(a, b, c, d) --> (e, f, g, h)e 2
2.  The agent will be allowed to log onto the position only if the position allowed any split. 
If the position allowed a single specific split, it was Split “a”, since the agent was 
serving Split “a”. This agent can no longer log onto a position that allows Split “a”.-----
e, f, g, h 
1
(a, b, c, d) --> Anya 3
3.  The agent will be allowed to log onto the position only if the position allowed a single 
specific split. An agent who is allowed any split (as this agent is now) is not permitted 
to log onto a position that allows any split.----- Not Allowed
Any --> (a, b, c, d)-----
a / Yes 4
4.  The agent will be allowed to log onto the position only if the position allowed a single 
specific split which is in the agent’s new list of splits. An agent who was allowed any 
split (as this agent was) would not have been permitted to log onto a position that allows 
any split.-----
Any --> (e, f, g, h)-----
e / No 4----- 
						

							MULTI-SPLIT AGENT
Operating Procedure
80CallCenter
WorX 
ACD Features and Specifications
indicate the split the agent will handle. Entering # displays the next split in the 
agents list. The agent will immediately begin receiving calls from the single split 
indicated, and the supervisors display will show 
CHANGE DONE.
If the agents allowable splits is set to any split, meaning the agent must be in single-
split mode, then the supervisor is prompted to enter a split number, after invoking 
the Tally-Oh Code. The supervisor enters the split number and is prompted with the 
split name, for approval. After the supervisors approval, the agent immediately 
begins taking calls from the new split.
Operating Procedure
This feature is implemented through ACD MAT assignments. The three critical 
areas which underpin the feature are:
1. The split mode of the agent, which is part of the agent logon ID, programmed 
on an agent basis;
2. The splits that an agent can service, which is part of the agent logon ID, 
programmed on an agent basis;
3. The splits allowed at a position, which are programmed on a position basis. 
						

							NIGHT SERVICE - ACD
General Description
CallCenter
WorX 81
ACD Features and Specifications
NIGHT SERVICE - ACD
General Description
This feature provides alternate routing for calls destined for a particular split. When 
Night mode is in effect for a split and a call attempts to queue to that split, the call 
is routed to a programmed pilot number (night pilot number), used by the split, 
instead of being queued. At this point, the call is handled by the Call Control Vector 
(CCV) of the new pilot number.   Refer to “CALL CONTROL VECTOR” on 
page 23 for related information. Night mode is invoked manually by pressing the 
NIGHT key, or automatically by the MIS.
Operating Procedure
Manual Change-over:
Night Mode Engage:
1. The agent or supervisor presses the 
NIGHT key while logged onto the ACD 
system. 
2.
ENTER NIGHT / FWD? is shown on the display and the agent presses 1# to 
confirm entering Night mode.
3. At this point, the split goes into Night mode, the 
NIGHT lamp is lit at all the 
positions in the split, and incoming calls are routed to the night pilot number 
programmed from the ACD MAT.
Night Mode Cancel:
1. Night mode may be canceled by pressing the 
NIGHT key again. EXIT NIGHT? is 
shown on the display and the agent presses 1# to confirm entering Day mode.
2. At this point, the split exits night service and the 
NIGHT lamp is extinguished at 
all the positions in the split.
Automatic Change-over:
1. Automatic change-over from Day mode to Night mode and vice versa is 
accomplished from the MIS system. 
Service Conditions
1. The pilot number used for Night mode cannot contain a “*” or a “#”.
2. The pilot number for Night mode may invoke either a Week Schedule or a CCV.
3. The 
NIGHT lamp shows the current night status regardless of whether the night 
status was changed automatically or manually.
4. When a call attempts to queue to a split using a Queue to Split instruction in a 
CCV and the split is in Night mode, the Night mode routing for the split is only 
followed if the split is the primary split for the call. If the split is a secondary  
						

							NIGHT SERVICE - ACD
Service Conditions
82CallCenter
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ACD Features and Specifications
split, the Queue to Split instruction is skipped. 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.
5. When a call attempts to queue to a split using the Conditional Queue to Split 
instruction in a CCV and the split is in Night mode, the Conditional Queue to 
Split instruction is skipped.
6. When alternate routing is required by a split, “CALL FORWARDING - SPLIT” 
on page 35 may be used to provide a more dynamic choice of the pilot number 
used for the new routing.
7. When a split enters Night mode automatically, using the MIS, CALL 
FORWARDING - SPLIT is canceled.
8. For multi-split positions the 
NIGHT key activates night mode for the agent’s 
attribute split only. The attribute split is the first split assigned for the agent’s 
logon ID. Refer to “MULTI-SPLIT AGENT” on page 72 for related 
information. 
						

							NON-ACD CALL
General Description
CallCenter
WorX 83
ACD Features and Specifications
NON-ACD CALL
General Description
This feature allows agents and supervisors to receive calls from and place calls to 
other ports in the system (e.g., PBX stations, attendants, trunks). When an agent or 
supervisor position is called using their PBX directory number, the call appears on 
the PBX line provided for that purpose. The same PBX line also permits agents and 
supervisors to place outgoing calls.
If an agent who is logged onto the ACD system uses his PBX line to call a pilot 
number, or personal pilot number, the agents name will be displayed at the 
receiving agents position. Please refer to the sections “PILOT NUMBERS” on 
page 87 and“AGENT PERSONAL QUEUE” on page7 for related information.
Operating Procedure
1. The operation to place and receive calls on the PBX line is like any other PBX 
line with all the associated privileges and restrictions.
Service Conditions
1. The PBX line is not essential to ACD operation. Both agents and supervisors 
can operate without a PBX line. Agents and supervisors would only lose the 
ability to place non-ACD calls.
2. Direct incoming calls to PBX lines are permitted. When a call is received, or 
placed, on a PBX line, it is tagged as a non-ACD call by the MIS.  
						

							OPERATOR SELECTION
General Description
84CallCenter
WorX 
ACD Features and Specifications
OPERATOR SELECTION 
General Description
This feature permits the selection of an access code for an operator, for an entire 
tenant. 
In the extreme case where the ACD traffic has exhausted all available call records 
(too many simultaneous ACD calls either connected or in queue) all new incoming 
ACD traffic will be diverted to the code specified. Once diverted the caller should 
be encouraged to call back at a later time when the ACD system is not so congested.
Operating Procedure
This feature is implemented through an ACD MAT command. The command data 
is on a tenant-wide basis. 
						

							PERSONAL EMERGENCY AND ASSIST
General Description
CallCenter
WorX 85
ACD Features and Specifications
PERSONAL EMERGENCY AND ASSIST
General Description
This feature allows an agent to have a designated individual supervisors number as 
the destination for an assist request (personal assist request number) and a 
designated individual supervisors number as the destination for an emergency 
request (personal emergency request number). If these personal numbers are 
defined for an agent, then these numbers will be used instead of the emergency and 
assist numbers that are defined for a split. If these personal numbers are not defined, 
then the request (emergency / assist) will be directed to the supervisor who was 
designated for the split. In the latter case, the split is the split in which the agent 
received the call. This is true for an agent working in single-split or multi-split 
mode. Please refer to “MULTI-SPLIT AGENT” on page 72 for related information.
Operating Procedure
For these examples, the agents name will be Molly and the supervisors name will 
be Kathy.
To place a personal assistance request:
1. While on an ACD call, Molly at extension is 4302 presses the 
ASSIST key. The 
ASSIST lamp turns on and ASSIST KATHY is displayed on the agents position 
indicating whose supervisor position is receiving the call.
2. The ACD call is placed on hold and an automatic transfer to the designated 
supervisor is initiated. 
3. The agent hears ringback tone and the supervisors position is rung.
4. The assistance call will connect on the supervisors ACD line and the 
supervisors position will display either 
ASSIST MOLLY or ASSIST 4302, 
depending on whether the agents name is programmed with his or her logon ID. 
Please refer to “FLEXIBLE ID CODES” on page 52 for more information.
5. After consulting with the supervisor, one of three things may happen:
a. The agent may release from the call thereby completing the transfer of the 
ACD call to the supervisor.
b. The supervisor may release from the call. This will reconnect the agent and 
the ACD call. 
c. The agent may press the 
CONF key and invoke a three-way conference 
between the supervisor, the agent and the ACD calling party.
6. When either the agent or the supervisor disconnects from the assistance call, the 
ASSIST lamps are extinguished and the displays return to their original status.
To cancel a personal assistance request:
1. After initiating an assistance request and before being answered by the 
supervisor, the agent may cancel the request by pressing the 
TRANSFER key. 
						

							PERSONAL EMERGENCY AND ASSIST
Service Conditions
86CallCenter
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ACD Features and Specifications
2. The ASSIST lamp will be extinguished, the agent will be reconnected with the 
ACD call, and the display will return to its original status.
To place a personal emergency request:
1. While engaged in an ACD call, the agent presses the 
EMERGENCY key, the 
agents display shows 
EMR KATHY, and the associated lamp is lit.
2. The supervisor’s phone rings with the emergency displays shown below.
3. The supervisor will silently monitor the agent and the calling party.
4. The supervisors display shows 
EMR 4302 CCSA 28, where 4302 is the agent 
positions extension and CCSA 28 is the trunk type and trunk circuit number to 
which the agent is connected. 
5. When the supervisor answers, the agents display will show 
EMERG 
ANSWERED
 and the EMERGENCY lamp will wink. When the agent releases 
from the call, or the supervisor releases from the monitor, the agents lamp will 
be extinguished.
6. The agent and the calling party are never disconnected while the supervisors 
position is ringing.
To cancel a personal emergency request:
1. If the request is routed to an individual supervisors ACD or PBX line, the 
request can be canceled by pressing the 
EMERGENCY key.
Service Conditions
1. The 
ASSIST key and the personal assist request number are dedicated to one of 
two features; either the key and the number are used for the ASSIST feature or 
they are used for the MONITOR ME feature. The choice is indicated through 
an ACD MAT command on a split-wide basis.
2. When a Personal Emergency or Personal Assist call destination is a station 
which has Call Forward All, Busy or Don’t Answer set the call will not be 
forwarded.
3. ICS limitation shows 
MON XXXX for Personal Emergency calls.