NEC Neax 2400 Imx Callcenterworx Enterprise Acd System Manual

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MONITORING - ACD SUPERVISOR - ACD
Barging in on the monitored call:
1. Set up the monitor function as described in the preceding section.
2. While the agent is engaged in a conversation on the ACD line and the supervisor is monitoring, the
supervisor may press the MON/BARGE key. The ACD system will respond by displaying the prompt
BARGE?. To barge, the supervisor enters 1#. A three-way conference connection is now established.
3. Intrusion tones are...

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MONITORING - ACD SUPERVISOR - ACD
CAUTION:
The use of a monitoring device to eavesdrop may be illegal under certain circumstances and laws. Legal
advice should be sought before implementing any practice that monitors a telephone conversation.
Some federal and state laws require the monitoring party to use beep tones, to notify all parties to the
telephone conversation, or to obtain the consent of all parties to the telephone conversation. Some of
these laws...

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MULTIPLE CUSTOMER GROUPS - ACD
M-29A MULTIPLE CUSTOMER GROUPS - ACD
GENERAL DESCRIPTION
The system can be arranged to independently service more than one ACD customer (tenant). Ideally all
components of the ACD system should be duplicated for each tenant but in reality some components can be
shared.
Using multiple tenants in an attempt to circumvent limitations imposed at a per-tenant level does not work since
too many components end up being shared. Tenant...

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MULTIPLE CUSTOMER GROUPS - ACD
b6: Maximum Necessary Digit Data (“AMND” command)
b
7: Announcement Equipment Data (“AAED” command)
SYS1, INDEX94,
b
0: Tenant Restriction Class Data (“ATNR” command)
b
1: EPN Facility Restriction Data (“AEFR” command)
b
2: Primary Call Restriction Data (“APCR” command)
b
3: Authorization Code Data (“AATC” command)
Step 2: ACDTN- Assign the ACD tenant data.
TN: ACD tenant (1-10)
NAME: Name corresponding to the ACD tenant data...

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MULTIPLE SUPERVISOR GROUPS (SPLITS) - ACD
M-79A MULTIPLE SUPERVISOR GROUPS (SPLITS) - ACD
GENERAL DESCRIPTION
Multiple supervisors can be grouped together to form a split when it is necessary for more than one supervisor
to serve a split of agents. Assistance and emergency requests can be routed to a split of supervisors, but a split
of supervisors does not normally receive incoming call traffic unless it has been programmed as a secondary
split to be...

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MULTIPLE SUPERVISOR GROUPS (SPLITS) - ACD
PROGRAMMING
Step 1: ACDSPL - Assign assistance and emergency request destinations per split.
ASSIST - pilot number of a split of supervisors
EMERGENCY - pilot number of a split of supervisors
Step 2: ACDLOG - Assign assistance and emergency request destinations per ID code.
ASSIST REQUEST - pilot number of a split of supervisors
EMERGENCY REQUEST -pilot number of a split of supervisors 

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MIS OPERATOR SELECTION - ACD
M-88A MIS OPERATOR SELECTION - ACD
GENERAL DESCRIPTION
This feature permits the selection of an access code for an operator, for an entire tenant. Certain MIS change
commands permit the operator to be selected as the destination when routing ACD calls.
In the extreme case where the ACD traffic has exhausted all available call records (too many simultaneous ACD
calls either connected or in queue) all new incoming ACD traffic will...

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MONITOR ME - ACD
M-89A MONITOR ME - ACD
GENERAL DESCRIPTION
During an ACD call, an agent can request to be monitored by a specific supervisor. When the agent presses the
ASSIST key or presses the TALLY key and dials 006#, a monitor request is sent to the designated supervisor.
Upon answering, the supervisor is in a silent monitor connection listening to the agent and the calling party.
The number (personal assist request number) associated with the supervisor...

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MONITOR ME - ACD
SERVICE CONDITIONS
1. This service requires the three-conference trunk.
2. During the barge (three-way conversation), any of the three parties may release themselves from the call;
the other two parties remain connected.
3. The monitor activity, which is silent, is automatically canceled if the agent transfers to another party.
4. If the connection between the calling party and the agent is terminated prior to the supervisor’s response to...

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MULTI-SPLIT AGENT - ACD
M-90A MULTI-SPLIT AGENT - ACD
GENERAL DESCRIPTION
This feature allows an individual agent to handle calls from a maximum of four (ACDP software R1 or R2)/
sixteen splits (ACDP software R3). The agent’s logon ID is programmed to specify whether the agent is
permitted to handle calls from a single split (single-split mode) or from multiple splits (multi-split mode).
The agent’s logon ID is programmed to specify which splits the agent can...