NEC Neax 2400 Imx Callcenterworx Enterprise Acd System Manual

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PILOT NUMBERS - ACD
P-40A PILOT NUMBERS - ACD
GENERAL DESCRIPTION
Pilot numbers are the access codes to ACD functions. They are programmed into the PBX-side database
according to the numbering plan in effect for the system. Pilot numbers do not correspond to any line
appearances, either physical or virtual, in the system. No physical equipment is required to assign a pilot
number.
Although pilot numbers are often thought of as ringing into a particular...

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PERSONAL EMERGENCY AND ASSIST - ACD
P-45A PERSONAL EMERGENCY AND ASSIST - ACD
GENERAL DESCRIPTION
This feature allows an agent to have a designated individual supervisor’s number as the destination for an assist
request (personal assist request number) and a designated individual supervisor’s number as the destination for
an emergency request (personal emergency request number). If these personal numbers are defined for an agent,
then these numbers will be...

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PERSONAL EMERGENCY AND ASSIST - ACD
To place a personal emergency request:
1. While engaged in an ACD call, the agent presses the EMERGENCY key, the agent’s display shows EMR
KATHEY, and the associated lamp is lit.
2. The supervisor’s phone rings with the emergency displays shown below.
3. The supervisor will silently monitor the agent and the calling party.
4. The supervisor’s display shows EMR 4302 DDD 28, where 4302 is the agent position’s extension and...

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QUEUING - ACD
Q-1A QUEUING - ACD
GENERAL DESCRIPTION
There are two queues for every split. One queue contains a prioritized list of callers waiting to be connected to
agents and the other queue contains a list of agents waiting to be connected to callers starting with the agent who
has been ready the longest. A queue will be empty when there are no waiting callers or no waiting agents.
If agents are available to handle a call, the agent queue contains a list...

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QUEUING - ACD
2. Conditional queuing:
One of the two following conditions (programmed on a split-wide basis) will be checked before a call is
either connected to an agent or queued.
a. Minimum Agent Availability
The system will check for a minimum number of available agents before connecting the call. If the
number of available agents is greater than or equal to the minimum specified, the call is accepted and
connected to the longest-waiting available...

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QUEUING - ACD
SERVICE CONDITIONS
1. Queuing Limitations:
a. An incoming ACD call can follow a set of instructions in the CCV, associated with the pilot number,
and encounter many different splits. If all the splits are busy, the call is allowed to queue to the first
four splits it encounters. Additional splits may be programmed in the CCV, but no queuing is permitted
if the splits are busy. A Dequeue instruction removes the call from one or all of the queues...

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RELEASE - ACD POSITION - ACD
R-19A RELEASE - ACD POSITION - ACD
GENERAL DESCRIPTION
This feature allows an agent who is using a headset to release from a call by pressing the RELEASE key, rather
than for the other party to disconnect.
OPERATING PROCEDURE
1. While engaged in a call, the agent or supervisor presses the RELEASE key.
2. The calling party is immediately disconnected and the agent or supervisor becomes idle with after-call
availability set...

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RING DELAY - ACD
R-145A RING DELAY - ACD
GENERAL DESCRIPTION
This feature is programmed in a Call Control Vector (ACDCCV) using the Ring Delay step followed by a
parameter of from one to 15 seconds. Once a call has traversed a Ring Delay step then the ring delay feature will
be applied to that call when it ultimately connects to an agent.
The effect of the Ring Delay feature on a call is that once an agent has been selected to receive this call there
will be...

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SPLITS - ACD
S-91A SPLITS - ACD
GENERAL DESCRIPTION
A Split is a basic building block of a call center and is generally thought to consist of a group of agents
performing a similar task, a prioritized queue for incoming callers and possibly a supervisor position to oversee
the caller and agent activity within the split. The supervisor may have a sophisticated statistics program
available to monitor the caller and agent activity which will provide both...

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SPLITS - ACD
Assist Destination
A destination to receive calls when an agent presses the Assist Key can be specified for each split.
Auto Ready after PBX Call
A feature may be setup such that an agent’s position will be automatically replaced in the Ready Mode at the
conclusion of a call on their PBX line.
Auto Work with PBX Answer
ACD positions may be automatically placed in the Work Mode when an agent answers an incoming call on their
PBX line.
Auto Work...