NEC Neax 2400 Imx Callcenterworx Enterprise Acd System Manual

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SPLITS - ACD
Do Not Disturb Mode
When a split is unstaffed it operates in a Do Not Disturb Mode. Calls may be either allowed or restricted from
queueing during this mode.
Emergency Destination
A destination to receive calls when an agent presses the Emergency Key can be specified for each split.
Emergency Recorder
A recording device can be specified to record calls in the event of an emergency. The agent must operate the
Emergency Key before a call can be...

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SPLITS - ACD
Stranded Calls CCV
If there are calls remaining in queue even after the last agent has logged off they will be forwarded automatically
to the Stranded Calls CCV if on has been specified.
Tally Code Required* Available since the PBX software Series 7400 and the ACD software R3 .
When per-call tally is enabled an agent is required to enter a tally code for each ACD call received before a new
call will be assigned. The tally code may be entered...

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SPLIT DISPLAY - ACD POSITION - ACD
S-97A SPLIT DISPLAY - ACD POSITION - ACD
GENERAL DESCRIPTION
The name of the split that a position belongs to can be displayed while the position is in Vacant mode. This
maintenance feature helps the user determine which positions belong to which splits.
OPERATING PROCEDURE
1. While the position is Vacant, press the AUTO/MAN key or the WORK key.
2. Two four-second displays will follow each other providing some brief...

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SPLIT SELECTION - ACD
S-98A SPLIT SELECTION - ACD
GENERAL DESCRIPTION
Split selection is determined by the position in use and the logon ID in use. A logon ID indicates whether the
agent can service a single split (single-split mode) or a maximum of 16 splits concurrently (multi-split mode).
A logon ID can access a maximum of 16 specified splits or any split. A position can access a single specified
split or any split.
When an agent logs on, a validation...

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STRANDED CALL ROUTING - ACD
S-108A STRANDED CALL ROUTING - ACD
GENERAL DESCRIPTION
A stranded call is defined as a call left unanswered in queue at the time when the last agent in the split logs off
the ACD system. If this call is not queued to any other split which still has agents logged on then it becomes
“stranded” at the moment the last agent logs off and is a candidate for Stranded Call Routing.
Some call centers operate by placing a split into Night...

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TRUNK TROUBLE REPORT - MIS - ACD
T-24A TRUNK TROUBLE REPORT - MIS - ACD
GENERAL DESCRIPTION
This feature allows an agent to indicate a trouble condition affecting a trunk (e.g., poor transmission) which is
encountered during a call. The system will log the agent’s position number and the number of the connected
trunk. This information is printed out on the ACD MAT and provided to the MIS.
Although this feature is designed primarily to aid in the reporting of...

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TALLY COUNT - ACD
T-49A TALLY COUNT - ACD
GENERAL DESCRIPTION
This feature allows agents to register the occurrences of several specific events using the dial keypad, such as
responses to various advertising method, sales campaigns, or calls from particular locations.
The MIS system is responsible for keeping a record of each event and may keep additional statistics for the
various Tally Count events such as call duration. If a particular Tally Count...

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TIME OF DAY/WEEK ROUTING - ACD
T-50A TIME OF DAY/WEEK ROUTING - ACD
GENERAL DESCRIPTION
The routing of incoming calls is controlled by the time of week. A week can be divided into 50 time segments,
with different call handling performed during each segment. Segments must begin and end on whole minutes;
no fractional minutes are allowed. Each segment will specify a Call Control Vector (CCV) number and step
number where call handling will commence (refer to...

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TALLY-OH CODES - ACD
T-51A TALLY-OH CODES - ACD
GENERAL DESCRIPTION
Tally-Oh Codes are reserved for special use by agents or supervisors in the ACD system and are not reported to
the MIS. These codes invoke various actions, such as statistical displays  and  mode changes. Tally-Oh Codes
always begin with the digit zero, “0”. This trait of always using a leading digit of “0” differentiates the Tally-
Oh Codes from the Tally Codes which are reported to the...

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TALLY-OH CODES - ACD
003#Display number of working agents in split. A working agent is one that is logged on, and not in break 
mode. (Either on an ACD call, in work mode, or ready mode) If used from a vacant position, the 
position’s split is used. If used while logged on, the agent’s split is used. For agents working in Multi-
Split mode, the number of working agents for all of the agent’s splits are displayed, one at a time.
Sample Displays:
DOMESTIC...