NEC Neax 2400 Imx Callcenterworx Enterprise Acd System Manual

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MULTI-SPLIT AGENT - ACD
The splits that an agent can handle are not based solely on the agent’s logon ID. A combination of three factors
determines which splits a specific agent, at a specific position, can handle. These factors and their associated
variables are:
1. The splits allowed by the agent’s logon ID, which can be a list of one to four/sixteen specific splits, or any
split.
2. The splits allowed by the position, which can be one specific split or...

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MULTI-SPLIT AGENT - ACD
An agent, in multi-split mode, whose logon ID allows a list of specific splits can log on at a position that allows
a single specified split (where the split matches one of the allowed splits in the agent’s logon ID list) or at a
position that allows any split. In both cases, the agent will automatically be allowed to handle calls from every
split in the agent’s logon ID list. As an example, the agent’s logon ID list allows splits 2, 5...

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MULTI-SPLIT AGENT - ACD
The splits allowed to a position or an agent can be changed by using the ACD MAT, the MIS, or a Supervisor
Tally-Oh Code. These changes can be implemented while agents are logged on at positions. The impact on the
agent’s call handling and the agent’s ability to log on at the same position in the future are described by the two
general statements which follow.
1. If the changes to the splits allowed the position and/or the splits...

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NIGHT SERVICE - ACD
N-12A NIGHT SERVICE - ACD
GENERAL DESCRIPTION
This feature provides alternate routing for calls destined for a particular split. When Night mode is in effect for
a split and a call attempts to queue to that split, the call is routed to a programmed pilot number (night pilot
number), used by the split, instead of being queued. At this point, the call is handled by the Call Control Vector
(CCV) of the new pilot number. Refer to Call Control...

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NIGHT SERVICE - ACD
5. When a call attempts to queue to a split using the Conditional Queue to Split instruction in a CCV and the
split is in Night mode, the Conditional Queue to Split instruction is skipped.
6. When alternate routing is required by a split, Call Forwarding - Split - ACD [C-127A] may be used to
provide a more dynamic choice of the pilot number used for the new routing.
7. When a split enters Night mode automatically, using the MIS, Call...

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NON-ACD CALL - ACD
N-14A NON-ACD CALL - ACD
GENERAL DESCRIPTION
This feature allows agents and supervisors to receive calls from and place calls to other ports in the system (e.g.,
PBX stations, attendants, trunks). When and agent or supervisor position is called using their PBX directory
number, the call appears on the PBX line provided for that purpose. The same PBX line also permits agents and
supervisors to place outgoing calls.
OPERATING PROCEDURE
The...

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OVERFLOW - ACD
O-10A OVERFLOW - ACD
GENERAL DESCRIPTION
This feature allows an ACD incoming call, which queues to a split for the predetermined period, queue to
another SPLIT automatically and simultaneously. The agents capable of attendance, ther earlier connection may
be achieved.
The overflow destination can be a split, extension, announcement, IVR, trunk, attendant console, etc. Overflow
- ACD feature indicates overflow to another split.
Operation...

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OVERFLOW OUTSIDE - ACD
O-19A OVERFLOW OUTSIDE - ACD
GENERAL DESCRIPTION
This feature is provided by proper programming of Call Control Vectors, specifically using the “Transfer To”
instruction. See Call Control Vector - ACD [C-108A] for additional information. 

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PRIORITY QUEUING - ACD
P-21A PRIORITY QUEUING - ACD
GENERAL DESCRIPTION
The ACD system supports 250 different queue priorities for every split. Priorities in a split queue are assigned
such that priority “1” calls have the highest priority and priority “250” calls have the lowest priority. Calls with
a higher priority will be serviced, in the order in which they were queued, before calls with a lower priority,
regardless of the waiting time of the calls...

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PRIORITY QUEUING - ACD
PROGRAMMING
Step 1: ACDTG - Assign the priority order to each ACD route.
PRIORITY: Queue priority of ACD route (1-250) (1>250)
Step 2: ACDPLT - Assign the priority order for ACD calls terminated to each pilot number
TRUNK: Priority order of ACD calls from a trunk (1~250)
INTERNAL: Priority order of ACD calls from a station (1~250)
TRANSFER: Priority order of ACD calls to be transferred (1~250)