NEC Neax 2400 Imx Callcenterworx Enterprise Acd System Manual

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DO NOT DISTURB - SPLIT - ACD
D-133A DO NOT DISTURB - SPLIT - ACD
GENERAL DESCRIPTION
The Do Not Disturb feature disables queuing when there are no agents logged onto the split. When the last agent
logs off the split will be automatically placed in the Do Not Disturb mode. Although similar to Night Mode in
some respects this feature does not activate the NIGHT lamp. Incoming calls cannot queue to this split as long
as it is in the Do Not Disturb mode. As...

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7. The processing of this CCV will continue from Step 6 in a normal fashion, with all Pause and
Announcement steps processed.
8. The first agent logs onto Split 5 and is in Work mode. A call to an ACD pilot number now enters the same
CCV. The call will queue to Split 5 even though the agent is not yet available. The caller will also perform
the pause from Step 2 and hear announcement 3 assuming the agent is not available.
SERVICE...

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EMERGENCY/RECORDER - ACD
E-6A EMERGENCY/RECORDER - ACD
GENERAL DESCRIPTION
In an emergency, this feature allows a conversation between an agent and an incoming ACD caller to be
recorded, using a customer-provided recording device, and simultaneously permits a monitor connection
between the ACD call and a supervisor. Activation of this feature, while on an ACD call, automatically places
a call to a pre-programmed number. This number can be any station in the...

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Note:
When the supervisor presses the MON/BARGE key, BARGE? is displayed. By pressing 1# a three-way
conference is established.
SERVICE CONDITIONS
1. This service requires the three-conference trunk.
2. During an emergency, either the agent or the supervisor can display the identification of the original ACD
call and the queue depth by pressing the LOGON key. Refer to Calling Party Identification - ACD [C-70A]
for additional...

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EMERGENCY/RECORDER - ACD
14. The emergency call is still routed to the supervisor even if the recording equipment is not available. The
recording equipment must be idle at the beginning of the emergency call.
The recording equipment will not be connected in the middle of the emergency call if the equipment was
busy at the beginning of the emergency call and then subsequently became idle. One circuit is required as
an i7tween the emergency recorder and the...

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Step 4: AADTN - Assign the related data of recording machine.
TYPE: 2 (Recording Trunk)
NO.: 1~5
RT: Route number for recording machine
TK: Trunk number for recording machine
Step 5: MBTK - Make the interface trunk (COT) idle.
Step  6: ARRC - Release the route restriction between the ACD route and the route for the recording machine.
Step 7: AKYD - Assign EMER key to a function key.
Note:When the destination of Emergency request call...

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FUNCTION GROUPS (SPLITS) - ACD
F-10A FUNCTION GROUPS (SPLITS) - ACD
GENERAL DESCRIPTION
Please refer to Splits - ACD [S-91A] for a full description of how splits are used with this product. 

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FLEXIBLE ID CODES - ACD
F-25A FLEXIBLE ID CODES - ACD
GENERAL DESCRIPTION
ID codes are used by agents and supervisors to access the ACD system. A considerable amount of information
is programmed for each agent’s ID code and this information is used by the ACD system to determine which
calls the agent will be handling after logging in and which features the agent will have access to.
Some of the parameters programmed in ACDLOG for each logon ID are described...

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FLEXIBLE ID CODES - ACD
SERVICE CONDITIONS
1. The maximum length for an ID code is nine digits, and only the digits “0” through “9” are allowed.
2. Leading zeros are permitted, but are not meaningful, in logon ID codes. For example, “0017” is acceptable;
however, this code is identical to the code “17”.
3. Each split determines whether ID codes are required for access to the ACD system.
4. An ID code can only be assigned once in the ACD system regardless of...

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HOLIDAY SCHEDULING - ACD
H-20A HOLIDAY SCHEDULING - ACD
GENERAL DESCRIPTION
Holidays may be programmed up to 365 days in advance. On a holiday, special call routing is in effect for up to
eight time-of-day changes. Three different holiday schedules, one of which is used on any particular holiday,
may be programmed for each tenant.
OPERATING PROCEDURE
See Time of Day/Week Routing - ACD [T-50A].
SERVICE CONDITIONS
1. Holiday schedule routing takes place only...