NEC Neax 2400 Imx Callcenterworx Enterprise Acd System Manual

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CALL CONTROL VECTOR - ACD
Imagine this small CCV example:
3. Queue to 1. this is the regular split queue
4. ETA Greater 120
5. Goto CCV step 8.
6. Queue to 3. this could be the standard overflow split
7. === End ===
8. Queue to 4. this could be the message center split
9. === End ===
If a caller is queued to Split 1 and finds that his ETA for that split is greater than 120 seconds (2 minutes)
then the call will goto Step 8 and will queue to Split 4, the...

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CALL CONTROL VECTOR - ACD
19. END
This instruction terminates the processing of the CCV. The call remains in any queue or queues in which it
currently resides, and the caller will be connected to an agent when one is available.
The call processing in a CCV will terminate, without an End instruction, when the entire twenty steps of
the CCV have been executed. If the CCV has fewer than 20 instructions, the steps without instructions are
treated as Blank...

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CALL CONTROL VECTOR - ACD
j. A maximum of 1000 abbreviated codes can be assigned for the ACD.
k. For selecting external routes, LCR can be used.
l. When an overflow has encountered all external trunks busy, it may be retried with a Goto instruction.
m. When an overflow has encountered all senders busy, it may be retried with a Goto instruction.
n. Once an ACD call has been connected to an external trunk, it may not be distributed to agent positions
at the...

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CALL WAITING LAMP WITH CHIME - ACD
C-110A CALL WAITING LAMP WITH CHIME - ACD
GENERAL DESCRIPTION
An optional chime is available, on a split-wide basis, as  a companion audio signal to the visual signals offered
by the CW lamp (Call Waiting). The CW lamp can be programmed to light or flash when a given quantity of
calls reside in a split queue. There are separate thresholds for lighting the lamp and for flashing the lamp. Refer
to Call Waiting Indication - LCD...

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CALL FORWARDING - SPLIT - ACD
C-127A CALL FORWARDING - SPLIT - ACD
GENERAL DESCRIPTION
This feature provides alternate routing for calls destined for a particular split. When split call forwarding is in
effect and a call attempts to queue for that split, the call is routed to a pilot number instead of being queued. At
this point, the call is handled by the Call Control Vector (CCV) associated with the new pilot number.
OPERATING PROCEDURE
1. The supervisor...

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CALL FORWARDING - SPLIT - ACD
Step 2: ACDPLT - Designated the CCV for alternate route
Step 3: ARRC - Release the route restriction between the ACD line and the tie line. 

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CALL RECOVER - ACD
C-191A CALL RECOVER - ACD
GENERAL DESCRIPTION
The call recover  feature allows an ACD call to ring at  an ACD position  for  a preprogrammed length of time and
if unanswered the call will be directed to another available agent or replaced in all of the queues it was originally
in at the highest possible priority. If the call is requeued it will be the highest possible priority and will be
answered by the next available agent.
OPERATING...

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CONNECTION DISPLAYS - ACD
C-199A CONNECTION DISPLAYS - ACD
GENERAL DESCRIPTION
This feature allows each agent to specify the exact sequence of displays to be delivered to the LCD display at
the time of an incoming ACD call connection. There are several displays available providing a variety of
information pertaining to the call being connected. Different styles of operation give rise to different needs
regarding what information is presented first. Now each...

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CONNECTION DISPLAYS - ACD
When using display code 3, time in queue merged display, the actual time in queue will be merged with the
previous display if possible. The previous display must be 11 characters or shorter for the merge to be allowed
(10 or shorter if the time in queue was over 10 minutes). For example, if the agent entered Tally “021-58-38#”
the request is to display the Pilot number text for eight seconds and merge the time in queue on the end...

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CONNECTION DISPLAYS - ACD
SERVICE CONDITIONS
1. Connect displays are saved after logoff for each agent unless the agent is using a Personal Emergency
Supervisor. Those agents using Personal Emergency Supervisor must setup their connection displays each
time after logging onto the ACD system.
2. A maximum of five displays may be setup with each display being from three to nine seconds.
3. A permanent display (time code of zero seconds) must be the last display...