NEC Neax 2400 Imx Callcenterworx Enterprise Acd System Manual

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ANALOG ACD POSITION - ACD
A-91A ANALOG ACD POSITION - ACD
GENERAL DESCRIPTION
This feature extends the functionality of ACD features to users operating analog station equipment. By dialing
access codes from a single-line (POTS) station an agent may invoke several features including:
 Logon with ID
 Logon without ID
 Logoff
 Switch between the modes of Work, Ready, and Break (up to nine types of Break)
 Enter Tally codes
 Register Trunk Trouble
 Place...

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ANALOG ACD POSITION - ACD
PROGRAMMING
Step 1: AMNON - Assign the Access Codes used in ACDANA
N_MNO: pilot number (monitor number) Maximum 5 digits
N_NMI: number monitored Index (1-4095)
Step 2: ACDANA
ACC:  Access code (Maximum 5 digits) assigned in AMNON.
Feature 
Logon with ID code
Logon without ID code
Logoff
Ready Mode
Work Mode
Break Mode
Tally Code
Trunk Trouble
Day Mode Single
Day Mode All
Night Mode Single
Night Mode All
Permanent Work
ID: Logon ID...

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ALTERNATE NIGHT CCV - ACD
A-93A ALTERNATE NIGHT CCV - ACD
GENERAL DESCRIPTION
Alternate Night CCV provides custom routing on a per Pilot Number basis for incoming ACD calls which
encounter splits in the night mode. This feature is activated only when a split is in night mode. Consequently, if
a split is in Call Forward mode the Alternate Night CCV assigned to the Pilot Number will not be checked.
Several incoming Pilot Numbers can be directed to a common...

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AGENT ANYWHERE - ACD
A-133A AGENT ANYWHERE - ACD
GENERAL DESCRIPTION
This feature is used in the fusion network. This feature allows the ACD agent position to be installed in any
fusion node irrespective of the node having the ACDP. (Those ACD agent positions in multiple nodes are
controlled by one ACDP). By using this feature, the ACD call terminated at the trunk in the self node can be
handled by ACD agent positions in the self node. A split can consist of...

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AGENT ANYWHERE - ACD
PROGRAMMING
ASYDL
SYS1, INDEX864:  Internal ACDP is provided (ACD node only)
SYS1, INDEX512:  FPC number of the self-node (I-253)
SYS1, INDEX866:  FPC number of the node that accommodates the ACDP (1-253)
ASYDN
SYS1, INDEX533:  FPC number of the node that has the standard VNDM (1-253)
(assign the FPC number of the node providing ACDP). 

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BREAK MODE - ACD
B-20A BREAK MODE - ACD
GENERAL DESCRIPTION
This feature allows an agent to take their position out of the queue without logging off or entering Automatic-
Work mode. This feature is useful if the agent will be away from the position for a short time, such as for lunch,
a coffee break, etc. Since the agent does not log off when using BREAK MODE, no other agent may log onto
this position.
The user can select, for each split, a single break type...

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BREAK MODE - ACD
SERVICE CONDITIONS
1. Logging off is  permitted while in Break Mode, by pressing the LOGON key. The after-call mode may be
toggled while on break and set to either Automatic-Work or Automatic-Available.
2. When Break Mode is set at a position, incoming ACD calls are not allowed to terminate to the position.
3. Non-ACD calls can be originated from or terminated to a position, while the position is in Break Mode.
4. This feature’s status can...

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BAD CALL NOTIFICATIONS - ACD
B-21A BAD CALL NOTIFICATIONS - ACD
GENERAL DESCRIPTION
Bad Call Notifications are printed on the PBX system’s MAT printer when they occur. Even though the name
indicates that some serious error has occurred there are several “Bad Call Notifications” which are for
informational purposes only and do not really indicate an error situation. The term “Bad Call Notification”
cannot be changed but ACD users should consider the 6-H...

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CALL DISTRIBUTION TO AGENTS - ACD
C-35A CALL DISTRIBUTION TO AGENTS - ACD
GENERAL DESCRIPTION
ACD calls are automatically distributed among the agents in a split such that when an agent becomes available
the longest waiting call with the highest priority in the queue is assigned to that agent. Refer to Priority Queuing
- ACD [P-21A] and Queuing - ACD [Q-1A] for additional information.
During periods when more than one agent is available and there are no...

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CALL DISTRIBUTION TO AGENTS - ACD
OPERATING PROCEDURE
No agents available:
1. An incoming ACD call is queued.
2. An agent becomes available.
3. The longest waiting ACD call in the queue with the highest priority is assigned to that agent.
Agents available:
1. There are no incoming ACD calls.
2. Agents are queued as they become available.
3. An incoming ACD call arrives.
4. The ACD call is assigned to the agent who has the highest preference level, and who,...