NEC Neax 2400 Imx Callcenterworx Enterprise Acd System Manual

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AUTOMATIC ANSWER - ACD
A-35A AUTOMATIC ANSWER - ACD
GENERAL DESCRIPTION
This feature gives an agent the ability to determine whether calls should be automatically connected to the
headset or handset, or manually answered after ringing. When in Automatic Answer mode, calls are announced
using a special tone signal called Zip Tone. All normal calls are preceded by a  single burst  of tone.  Calls  which
may require special handling (forwarded or overflow...

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AUTOMATIC ANSWER - ACD
Step 7: The answer mode change can be operated at any time a position is occupied. AUTO ANSWER
parameter in ACDSPL determines the default setting for this feature for a particular split each time
an agent or supervisor logs in.
Step 8: Agents can be restricted from changing their answer mode by not assigning an AUTO/MAN key to
the agent position. In that case, the split default will remain in effect.
Step 9: When a D
term is left on...

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AVAILABILITY - ACD POSITION - ACD
A-37A AVAILABILITY - ACD POSITION - ACD
GENERAL DESCRIPTION
After-Call Availability allows a split to be assigned to either Automatic-Available mode or Automatic-Work
mode. This is referred to as the after-call work mode.
In Automatic-Available mode, a position becomes available to receive new ACD calls immediately upon
disconnecting from the previous call. In Automatic-Work mode, a position is unavailable to receive ACD...

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AVAILABILITY - ACD POSITION - ACD
SERVICE CONDITIONS
Step 1: The after-call mode can be operated whenever a position is occupied.
Step 2: When a position is forced into the Automatic-Work mode immediately after an agent or supervisor
logs on, the WORK key must be pressed to begin receiving ACD calls. When the first and all subse-
quent ACD calls are received, a split parameter will automatically set the appropriate after-call mode
for the position.
Step 3:...

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ANNOUNCEMENTS - ACD
A-80A ANNOUNCEMENTS - ACD
GENERAL DESCRIPTION
Other variable length announcements (4-60 seconds/2-120 seconds/1-240 seconds using NECi SPA-4DATC
Announcement Trunk Card) are provided for ACD callers by customer-provided announcement hardware using
digital announcement trunk circuits or certain analog trunk circuits. Announcements are designed to be heard
for one complete cycle from the beginning of the message. Since multiple connections...

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ANNOUNCEMENTS - ACD
Step 9: In a single connection, one ACD incoming call is connected to one channel of Digital Announcement
Trunks. 
PROGRAMMING
Step 1: AADT/AADTN
Step 2: ACDCCV 

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AGENT PERSONAL QUEUE - ACD
A-85A AGENT PERSONAL QUEUE - ACD
GENERAL DESCRIPTION
Incoming ACD calls wait in queues until an agent is available to take the call. There are two types of queue for
waiting callers, Split Queues and Agent Personal Queues. When a call is waiting in a split queue, the next agent
who becomes available in the entire split will be assigned the longest waiting call. When a call is waiting in an
Agent Personal Queue, it can only be...

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AGENT PERSONAL QUEUE - ACD
OPERATING PROCEDURE
The agent is handling an ACD call or is in Work mode, when a non-emergency/non-assist call to the agent’s
personal pilot number is received:
1. The call is queued to the agent’s personal queue.
2. The agent’s display shows PERS. QUEUE: 1, which indicates that a single call (in this example) is in the
agent’s personal queue.
3. The LOGON lamp, functioning as the call waiting lamp for the personal queue, begins...

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AGENT PERSONAL QUEUE - ACD
PROGRAMMING
Step 1: AIGNN - Assign telephone number for NDM.
Step 2: AMNON - Assign the pilot number (monitor number) for an individual call.
pilot number (maximum 5 digits) 
Note
Step 3: ACDTN -  Assign the announcement number per tenant
ANNOUNCEMENT NUMBER: announcement number for an individual call (0-58)
“0” means an announcement service is out of service for an
individual call
OVERFLOW/FORWARD PRIORITY: Priority order of...

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AUTO WORK MODE FOR PBX CALLS - ACD
A-86A AUTO WORK MODE FOR PBX CALLS - ACD
GENERAL DESCRIPTION
All the agents, within a split, can automatically be placed in Work mode when handling a call on a PBX line.
Incoming and outgoing PBX calls are treated separately.
When this feature is applied to incoming PBX calls, an agent will be automatically placed in Work mode upon
receiving an incoming PBX call.
When this feature is applied to outgoing PBX calls, an agent...