NEC Neax 2000 Ivs2 Business/Hotel/Data Features And Specifications

							AUTOMATED ATTENDANT
NEAX2000 IVS2
   Business/Hotel/Data Features and SpecificationsPage 48 NDA-24271, Issue 1.0
3. Call Forwarding, Station Hunting, Call Pickup and Automatic/Uniform Call Distribution features are all ef-
fective after the call has been directed.
4. This feature uses the DTMF receivers of the system. Therefore, the total number of DTMF receivers avail-
able in the system is reduced proportionately by Automated Attendant usage. There is a maximum of 16
DTMF receivers per Firmware Processor (FP), and a maximum of 32 DTMF receivers per system.
5. A DTMF receiver must be available before the Automated Attendant can answer. When there is an incom-
ing call and all DTMF receivers are busy, the connection to the Automated Attendant is attempted every 4
seconds until an idle DTMF receiver is found. Ringback tone from the C.O. is supplied to the calling party
until the Automated Attendant answers.
6. Automated Attendant is assigned to trunks on a per tenant and per trunk basis.
7. When the calling party cannot send DTMF digits, any one of the following operations can be selected in
programming:
The trunk can be released.
An alternate call terminating destination (Attendant, Trunk Answer Any Station, Direct In Termination)
can be provided.
8. When the called party is busy or does not answer, and all DTMF receivers are busy, then the following op-
erations can be selected in programming:
The trunk can be released.
An alternate call terminating destination (Attendant or Trunk Answer Any Station) can be provided.
9. Automated Attendant cannot call out of the system. It can only answer incoming calls to the PBX for which
it is programmed.
10. Automated Attendant cannot call transfer calls over CCIS to another NEAX PBX.
11. The message can be changed by DAY/NIGHT mode. 
						

							AUTOMATIC CALL DISTRIBUTION (ACD)
NEAX2000 IVS2
Business/Hotel/Data Features and Specifications  
NDA-24271, Issue 1.0  Page 49
AUTOMATIC CALL DISTRIBUTION (ACD)
General Description
The Automatic Call Distribution (ACD) feature permits incoming calls to terminate to a prearranged group of
stations. Calls are distributed in the order of arrival to idle terminals within the group, based on which terminal
has been idle the longest period of time. Stations may log on/log off from the ACD group. Supervisor stations
may monitor conversations of agents.
Station Application
Multiline and single-line stations.
Operating Procedure
Refer to individual ACD sub-features for details on station operating procedures.
Service Conditions
1. A maximum of 16 ACD groups can be assigned per system. Each ACD group is assigned a pilot number.
Calls directed to the pilot number are directed to that ACD group.
2. The maximum number of stations in an ACD group is 60. The maximum number of ACD groups in the sys-
tem is 16. The total number of ACD stations may not exceed the system limits of 256 D
terms and 512 ports.
If ACD-MIS is used, the maximum number of ACD stations is 60.
3. Assignment of ACD groups is performed from the Maintenance Administration Terminal (MAT) or Cus-
tomer Administration Terminal (CAT).
4. ACD groups consist of a pilot station and one or more member stations. Hunting is initiated in a circular
fashion, and then based on which member has been idle the longest period of time.
5. If all stations within the ACD group are busy, incoming calls may be serviced in the following ways:
Remain in queue until an agent becomes available (Ringback Tone provided).
Immediately overflow to another group, to a station, or to the Attendant.
Remain in queue until an agent becomes available (Delay Announcement or Music on Hold provided).
Remain in queue for a preset time (Ringback Tone, Delay Announcement, or Music on Hold provided),
then overflow to another group, to a station, or to the Attendant.
6. When the pilot station has set Call Forwarding – All Calls, incoming calls to the ACD group will be trans-
ferred to the destination of that Call Forwarding – All Calls setting.
7. An ACD group number can be used as the destination station of Direct Inward Termination (DIT), or as a
designated Night Service station.
8. An ACD group number can be assigned as the destination station of Off-Hook Alarms, Priority Calls, and
Attendant Night Transfer.
9. ACD group pilot numbers should not be placed in Station Hunting groups. The Station Hunting feature
would take priority over the ACD function.
10. Two types of traffic measurements can be provided for ACD:
a. ACD group Peg Count
Count of incoming calls
Count of answered calls 
						

							AUTOMATIC CALL DISTRIBUTION (ACD)
Busy In/Busy Out – ACD
NEAX2000 IVS2
   Business/Hotel/Data Features and SpecificationsPage 50 NDA-24271, Issue 1.0
Count of abandoned calls
Count of waiting calls
Count of all busy calls
b. ACD station Peg count
Count of answered calls
11. Upon initial installation, or after a system initialization (reset), each agent must lift and restore handset (of
their station) to begin receiving calls for the ACD group.
Busy In/Busy Out – ACD
General Description
This feature allows an agent in an ACD group to log their station onto or off of the group. This allows the system
to control whether a call directed to the pilot number of the ACD group goes to that station or not. This prevents
incoming calls from being directed to stations at which no agent is available.
Station Application
Multiline Terminals and Single Line Stations.
Operating Procedure
To log off (busy out) an ACD station
1. Lift the handset and receive extension dial tone.
2. Dial the log off (busy out – set) feature access code, or press the LOG OFF key.
3. Restore the handset.
To log on (cancel busy out) an ACD station
1. Lift the handset and receive extension dial tone.
2. Dial the log on (busy out – cancel) feature access code, or press the LOG ON key.
3. Restore the handset.
Service Conditions
1. Any agent may log on/off. When an agent has activated log off, any call targeted at the ACD group will
bypass that agent. Calls directed to the specific station number will ring at the agent position.
2. The agent may originate calls while in log off mode.
3. The agent can log off their station while idle, or while on an incoming outside call. When that call is com-
pleted, the station is logged off.
4. The agent can log on/off from the secondary extension by dialing the log on/off feature access code.  The
LOG ON/LOG OFF key is not available for the secondary extension. 
						

							AUTOMATIC CALL DISTRIBUTION (ACD)Call Waiting Indication – ACD
NEAX2000 IVS2
Business/Hotel/Data Features and Specifications  
NDA-24271, Issue 1.0  Page 51
Call Waiting Indication – ACD
General Description
This feature provides a visual indication when an incoming call to an ACD group is placed in queue, due to an
“all agents busy” condition. On external relay controlled indicator or an LED on a Multiline Terminal can be
used to provide Call Waiting Indication.
Station Application
Multiline Terminals assigned with a Call Waiting (CW) Lamp.
Operating Procedure
No operating procedure is necessary. Indication is automatic, once it is assigned.
Service Conditions
1. A PN-DK00 (or built-in DK00 in MP) is required to provide the external relay control when an external
indicator is used.
2. There is no limit to the number of appearances of a CW lamp assigned to Multiline Terminals. One CW
lamp per group is available.
3. On a per system basis, the option is available to select how many calls in queue causes the CW lamp to flash.
Default setting is one. The LED lights steady until the set threshold count is reached, at which time it begins
to flash.)
4. Provision of ringing on a CW key is controlled on a per station basis.
5. The interruption rate of the external relay control is programmable, on a per system basis, as follows:
30 IPM
60 IPM
120 IPM
Steady
This interruption rate is the same as the rate used for Trunk Answer Any Station (TAS).
Delay Announcement – ACD
General Description
This feature allows the system to provide a recorded announcement to an incoming caller placed in queue to an
ACD group. A single announcement, or two separate announcements, can be provided.
Station Application
None.
Operating Procedure
Operation is automatic, once system programming is assigned. 
						

							AUTOMATIC CALL DISTRIBUTION (ACD)
Hunt Past No Answer – ACD
NEAX2000 IVS2
   Business/Hotel/Data Features and SpecificationsPage 52 NDA-24271, Issue 1.0
Service Conditions
1. A Delay Announcement service can be provided for DIT, DID or a trunk call transferred by a station user
or the Attendant to an ACD Group. Internal calls or station-to-station transferred calls to the ACD Group
can go into the ACD queue but do not receive the Delay Announcement.
2. The following configurations are available when using Delay Announcement:
a. After being in queue for a predetermined time, the caller receives a Delay Announcement, followed 
by Music-on-Hold (if provided), until an agent is available or the caller hangs up.
b. After being in queue for a predetermined time, the caller receives a Delay Announcement, followed
by Music-on-Hold (if provided) for a programmed interval, then followed by repetition of the Delay
Announcement. This process repeats until an agent in the ACD group is available on the caller hangs
up.
c. After being in queue for a predetermined time, the caller receives a first Delay Announcement,
followed by Music-on-Hold (if provided). After a preprogrammed interval, the caller then hears a
second Delay Announcement, followed again by Music-on-Hold. The second Delay Announcement
and Music-on-Hold are then repeated at the preprogrammed interval time until an agent becomes
available or the caller hangs up.
d. After being in queue for a predetermined time, the caller receives a first Delay Announcement
followed by Music-on-Hold (if provided). After a pre-determined interval time, the system checks to
see if an overflow destination has been assigned for the incoming trunk route. If assigned, and the
destination is available (idle), the call overflows to the destination. If not assigned, or the destination
is busy, the call remains in queue for the predetermined interval time and the system then checks
again for overflow assignment. For the latter case, if repetition of first announcement is set, or second
announcement is made available, that announcement will be played.
Note:
Repeat of the first announcement or receipt of second announcement is only available when the overflow des-
tination for the trunk route is busy (not available).
3. Overflow out of queue causes the caller to be removed from the queue. This means that if the overflow des-
tination (out of queue) is another ACD group, the caller is placed at the end of that queue (if all agents are
busy) and is no longer in queue for the first group.
4. One DAT (Digital Announcement Trunk) circuit is required for each Delay Announcement. MP card in-
cludes 2DAT circuits and 2DAT/4DAT card provides 2/4DAT circuits.
5. Delay Announcements cannot be shared between groups. Each group must have their own set of Delay An-
nouncements.
6. Multiple DAT circuits may be assigned for 1st or 2nd Delay Announcement function to the same ACD
group, when warranted by high traffic rates into the group.
7. When an ACD station becomes available, the caller is immediately connected to the station, even if the re-
corded announcement is in progress.
8. Incoming call billing to the outside party starts when the first recorded announcement begins.
Hunt Past No Answer – ACD
General Description
This feature allows calls targeted at an ACD group to hunt past an agents station, after a no answer condition, if
the agent forgets to log off of the group and the agent is unable (or not available) to answer the call. 
						

							AUTOMATIC CALL DISTRIBUTION (ACD)Immediate Overflow – ACD
NEAX2000 IVS2
Business/Hotel/Data Features and Specifications  
NDA-24271, Issue 1.0  Page 53
Station Application
Multiline Terminals and Single Line Stations.
Operating Procedure
Refer to the Call Forwarding – No Answer Features and Specifications for details on setting the No Answer for-
warding condition.
Service Conditions
1. This feature uses Call Forwarding – No Answer (to another ACD member) to enable a call to an agent that
fails to answer, to hunt past that agent, to the next agent.
2. Calls directed to the agents primary extension number will also forward (on a no-answer condition) to the
next agent.
3. It is recommended, when this feature is used, that the Call Forward – No Answer and the Call Forward –
Busy features be separately assigned (use different access codes and keys).
Immediate Overflow – ACD
General Description
This feature allows a call directed to an ACD group to immediately overflow to another ACD group, upon en-
countering an “all agents busy” condition.
Station Application
All ACD Pilot Stations.
Operating Procedure
Refer to the Call Forwarding – Busy feature and specification for details on setting the forwarding when busy
condition.
Service Conditions
1. This feature uses the Call Forwarding – Busy feature (set on the ACD pilot extension) to immediately for-
ward the call to another ACD group, upon encountering an all busy condition in the first group.
2. The overflow destination must be an ACD pilot number.
3. When a call has terminated to ACD group A, and all station in group A are busy, and group B is assigned
as the overflow destination (using Call Forward – Busy), the call is transferred to group B. When all the
stations are busy in group B, the call queues onto ACD group B.
4. One overflow group can be provided for each ACD group.
5. Overflow is performed only once. 
						

							AUTOMATIC CALL DISTRIBUTION (ACD)
Priority Queuing – ACD
NEAX2000 IVS2
   Business/Hotel/Data Features and SpecificationsPage 54 NDA-24271, Issue 1.0
Priority Queuing – ACD
General Description
This feature allows the system to prioritize incoming calls by trunk route and on a per station basis, when the
call enters an ACD queue. When a call is a considered as priority it is placed at the beginning of the queue.
Station Application
Not Applicable.
Operating Procedure
No manual operation is required.
Service Conditions
1. Priority queuing is available on incoming trunk calls. Queue priority is determined on a trunk route, or for
DID Calls, on a station number, basis.
2. If two (or more) priority type calls occur at the same time, the system will place them in queue in a First-In/
First-out order.
Queue Size Control – ACD
General Description
On incoming DID/Tie line calls, the system can be assigned a threshold which limits the number of calls in
queue. When the queue size threshold is exceeded, incoming callers are connected to busy tone.
Station Application
Not Applicable.
Operating Procedure
No manual operation is required. 
						

							AUTOMATIC CALL DISTRIBUTION (ACD)Silent Monitor – ACD
NEAX2000 IVS2
Business/Hotel/Data Features and Specifications  
NDA-24271, Issue 1.0  Page 55
Service Conditions
1. The maximum number of queuing in each ACD group (hereinafter called Queue Size) can be specified by
the system data. When the number of queuing calls reaches the preassigned queue size, new calls receive
Busy Tone. Depending on the queue size, the Overflowed ACD call indication on a Multiline Terminal or
on the external indicator is provided as shown below:
Queue Size assigned by system data = S
Number of queuing calls = N
Silent Monitor – ACD
General Description
This feature provides the ACD group supervisor with the ability to monitor a call to an ACD agent. The silent
monitor function gives no indication (as an option) to either the agent or the calling party.
Station Application
All ACD group agents can be monitored.
All ACD group supervisors can monitor.
Operating Procedure
To monitor a conversation/to cancel monitoring (Supervisor only)
1. Lift the handset, or press the Speaker key, and receive extension dial tone.
2. Dial the monitor feature access code, or press the MONITOR key.
3. Dial the extension number to be monitored.
4. Monitor the conversation via the handset or the speaker.
5. Restore the handset, or press the Speaker key to cancel monitoring.
CAUTION:
The use of monitoring, recording, or listening devices to eavesdrop, monitor, retrieve, or record telephone
conversations or other sound activities, whether or not contemporaneous with its transmission, may be il-
legal in certain circumstances under federal or state laws. Legal advice should be sought prior to imple-
menting any practice that monitors or records any telephone conversation. Some federal and state laws
require some form of notification to all parties to the telephone conversation, such as using a beep tone or
other notification methods or require the consent of all parties to the telephone conversation, prior to mon-
itoring or recording a telephone conversation. Some of these laws incorporate strict penalties.
CONDITIONSLAMP INDICATION
Multiline Terminal External Indicator
S=1 Steady on red Lamp on
1
 ≤ N < S
(S 
≠ 1)Steady on red Lamp off
S 
≤ N
(S 
≠ 1)Flashing red Lamp on 
						

							AUTOMATIC CALL DISTRIBUTION (ACD)
Silent Monitor – ACD
NEAX2000 IVS2
   Business/Hotel/Data Features and SpecificationsPage 56 NDA-24271, Issue 1.0
Service Conditions
1. Service feature class is used to control which stations are agents and which are supervisors.
2. The default setting in system programming is that one tone is sent to both parties when the monitoring fea-
ture is used. As an option, this tone may be disabled, on a per system basis.
3. The Silent Monitor feature uses a three-party conference circuit. Therefore, a maximum of 16 monitors can
occur simultaneously, in conjunction with any normal Conferences (Three/Four party) in progress.
CAUTION:
The use of monitoring, recording, or listening devices to eavesdrop, monitor, retrieve, or record telephone
conversations or other sound activities, whether or not contemporaneous with its transmission, may be il-
legal in certain circumstances under federal or state laws. Legal advice should be sought prior to imple-
menting any practice that monitors or records any telephone conversation. Some federal and state laws
require some form of notification to all parties to the telephone conversation, such as using a beep tone or
other notification methods or require the consent of all parties to the telephone conversation, prior to mon-
itoring or recording a telephone conversation. Some of these laws incorporate strict penalties. 
						

							AUTOMATIC CALL DISTRIBUTION WITH MANAGEMENT INFORMATION SYSTEM
NEAX2000 IVS2
Business/Hotel/Data Features and Specifications  
NDA-24271, Issue 1.0  Page 57
AUTOMATIC CALL DISTRIBUTION WITH MANAGEMENT 
INFORMATION SYSTEM
General Description
The Automatic Call Distribution (ACD) with Management Information System (MIS) feature provides a man-
agement information system to be used in conjunction with the built-in ACD features of the system. The MIS
incorporates a supervisors terminal for real-time monitoring of agent activity, amber and red alarms, and hard-
copy summary reports.
Station Application
Not Applicable.
Operating Procedure
Refer to the CallCenterWorX System Manual.
Service Conditions
1. ACD/MIS requires the ACD/MIS software, application processor, personal computer, and a parallel printer.
The personal computer and parallel printer are user-provided.
2. Only one supervisor terminal is normally allowed per ACD system. The use of an external 1 to 8 RS-232
Expansion unit can allow up to 8 supervisor terminals. Refer to the CallCenterWorX System Manual for
details on the external expansion unit.
3. The tenant number for the ACD/MIS pilot and agent stations must always be 0 in both the ACD Group set
in the system and the PC MIS Agent assignment.