NEC Neax 2400 Imx Callcenterworx Enterprise Acd System Manual

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HOT SPLIT - ACD
H-31A HOT SPLIT - ACD
GENERAL DESCRIPTION
This feature was designed to accommodate “Automatic” agents of “Hot” agents. That is to say, agents who never
log on, never log off and never take breaks. As soon as the ACD is online these “agents” are automatically
logged on to the ACD and placed in the Ready Mode to take incoming calls. Actually, these agents are more
accurately described as “machines” because the feature was intended for use with...

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HOT SPLIT - ACD
PROGRAMMING
Step 1: ACDPSN
LINE NUMBERS = ACD and PBX are the same
ANALOG AGENT POSITION = No
Step 2: ACDSPL
HOT SPLIT = Yes 

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INFOLINK DATA MESSAGES - ACD
I-99A INFOLINK DATA MESSAGES - ACD
GENERAL DESCRIPTION
Infolink Data Messages provides a two-way communications link between the ACD and external computer
equipment. Typical examples of external computer equipment includes but is not limited to:
 Mini and Mainframe Host Computers (IBM, DEC, Honeywell, Borroughs, Hewlett Packard)
 Desktop Workstations (Sun, IBM, Hewlett Packard, DEC)
 Personal Computers (IBM, Compaq, Dell,...

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INFOLINK DATA MESSAGES - ACD
The following tables lay out the names of the messages currently available:
 Inbound Messages from Infolink Client to ACD
Tag Message Description
IA Dialed digits
IB Manage Call
IC Split Status/Caller Status Request
ID Announcement Request
IE Outbound Call Request
IF Route Call Request
IG Call Manipulation Request
IH State Change Request
IL Message Subscription
Outbound Messages from ACD to Infolink Client
Tag Message Description...

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INFOLINK DATA MESSAGES - ACD
OPERATING PROCEDURE
Depending on the usage of each application.
SERVICE CONDITIONS
1. Each feature is defined by the detail specification of each application.
2. Lower layer protocol of Infolink supports TCP/IP + DIX Ethernet Version 2.
3. Infolink Data Messages are provided to the ACD tenant programmed in ACDTN.
4. Two-way communications link is provided simultaneously.
5. One link controls one ACD tenant.
6. OAI transmission...

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LOGON/LOGOFF POSITION - ACD
L-19A LOGON/LOGOFF POSITION - ACD
GENERAL DESCRIPTION
Access to the ACD system is controlled either with or without logon ID codes. A logon ID code is used to
identify individual agents or supervisors, to the ACD, for statistics gathering purposes. An agent is only
permitted to be logged onto the system at one position at a time. Flexible ID Codes can be employed to log onto
the ACD system. Refer to Flexible ID Codes - ACD [F-25A]...

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LOGON/LOGOFF POSITION - ACD
b. The time since logon in hours, minutes, and seconds; for example, SHIFT 6:38:08.
c. The number of incoming calls handled; for example, ACD CALLS 138.
d. If any calls were handled, the average time spent with each call in minutes and seconds; for example,
AVG TALK 1:30.
e. The cumulative amount of time spent in Work mode during the shift in hours, minutes, and seconds;
for example, WORK 2:07:25.
f. The cumulative amount of time...

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LANGUAGE DEFAULT - ACD
L-48A LANGUAGE DEFAULT - ACD
GENERAL DESCRIPTION
This feature allows the selection of a language, applicable to an entire tenant, for use in messages displayed at
positions where an agent is not logged onto the ACD system. The following are examples of messages that will
appear in the selected language:
1. The VAC A N T message, displayed when an agent is not logged on at the position;
2. The messages used during the logon procedure,...

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LOGOFF WARNING - ACD
L-92A LOGOFF WARNING - ACD
GENERAL DESCRIPTION
This feature is programmed on a per-split basis via the ACDSPL MAT command. When a split is marked for
Logoff Warning agents will receive the display “LOGOFF WARNING” for a few seconds if they try to logoff
while there are still calls in queue. In order to actually logoff the agent must press the Logoff Key a second time
after having received the warning message. In other words, the warning...

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MONITORING - ACD SUPERVISOR - ACD
M-28A MONITORING - ACD SUPERVISOR - ACD
GENERAL DESCRIPTION
This feature allows the supervisor to select an agent position and to monitor the calls on both the ACD line and
the non-ACD line at that position. The agent and calling party are not aware that  their call is being monitored.
As the agent concludes one call and begins another, switches from one line to another, or transfers, the
supervisor’s monitor is applied to...