NEC Neax 2400 Imx Callcenterworx Enterprise Acd System Manual

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CALL TRANSFER TO SPLIT QUEUE - ACD
C-67A CALL TRANSFER TO SPLIT QUEUE - ACD
GENERAL DESCRIPTION
This feature allows calls to be transferred by agents or supervisors, PBX station users, or attendants to splits in
the ACD system. The transferred call will be connected to an available agent or the call will be queued, if agents
are not available. The transferring party is allowed to remain on the line until the agent answers (screened
transfer) or may complete...

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CALL TRANSFER TO SPLIT QUEUE - ACD
From an attendant console:
1. The attendant transfers the calling party to the ACD by dialing a pilot number.
2. RBT is provided to the attendant. At this point the attendant may either complete or cancel the transfer. If
the attendant completes the transfer, the transferred party will begin processing the CCV, including all
announcements. Note that except for transfers across CCIS, no CCV processing is done while the...

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CALL WAITING INDICATION - LCD DISPLAY/CW LAMP - ACD
C-68A CALL WAITING INDICATION - LCD DISPLAY/CW LAMP - ACD
GENERAL DESCRIPTION
This feature provides visual indication of a split’s current queue depth by the use of the CW lamp (Call Waiting)
and the position’s display. The CW lamp is always operative but can only provide an approximate indication of
the queue depth. The position’s display can show the current queue depth precisely but the display is...

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CALLING PARTY IDENTIFICATION - ACD
C-70A CALLING PARTY IDENTIFICATION - ACD
GENERAL DESCRIPTION
This feature allows calling party information to be displayed on the LCD of the Dterm when an incoming call is
assigned to an ACD agent. The format of the calling party information follows:
1. Incoming Trunk and Circuit Information:
A unique twenty-character name for an incoming trunk group along with the trunk circuit number within
the group can be displayed. This...

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CALLING PARTY IDENTIFICATION - ACD
7. If an incoming ACD call enters the system through a pilot number and the receiving agent uses a pilot
number to transfer the call to an agent in another split, the transferred call will be identified by the ID
associated with the latter pilot number. If an ID is not associated with the latter pilot number, the call will
be identified by the ID associated with the original pilot number. For example, an agent in Split A...

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CALL CONTROL VECTOR - ACD
C-108A CALL CONTROL VECTOR - ACD
GENERAL DESCRIPTION
A Call Control Vector (CCV) is a series of steps that describe how an incoming ACD call is to be handled. A
CCV can consist of a maximum of 20 steps. Each step of a CCV is an instruction for handling the call at a
specific time. The steps may be programmed in any sequence (see Service Condition #1) and will be processed
in order until an agent answers the call.
When an incoming...

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CALL CONTROL VECTOR - ACD
A list of the available CCV instructions and their associated variables follows.
1. QUEUE TO SPLIT #n
This instruction directs a call to the specified split. The calling party will be connected to an  agent within
the split, if an agent is available. If an agent is not available to accept the call, the call will be placed in a
queue of calls waiting to be serviced by an agent at a priority level determined by the Pilot Number...

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c. No Calls Accepted
The split will not accept any call that is directed to the split by a Conditional Queue to Split instruction.
The split will only accept calls that are presented through a Queue to Split instruction.
A call can only be queued to four splits, simultaneously. If a call encounters a Conditional Queue to Split
instruction and the call is already successfully queued to four splits, the call will be connected to an...

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CALL CONTROL VECTOR - ACD
6. ANNOUNCEMENT #n
This instruction connects the caller to the beginning of the specified announcement.
Incoming callers with held parties cannot be connected to an announcement, although this will not affect
their CCV processing.
An announcement may be used in any CCV and announcements can be shared among splits.
Announcements can be used in any order and can be repeated as often as desired, although each should be
followed by a...

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11. NEW PRIORITY #n
This instruction is used to change the current priority associated with a call to a different priority in all the
splits to which the call is currently queued. The priority that is specified in the instruction can be either
higher or lower than the present priority.
The variable associated with the instruction is a priority. If a call with a priority of “8” encounters the in-
struction “New Priority 15”, the...