NEC Neax 2400 Imx Callcenterworx Enterprise Acd System Manual

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TALLY-OH CODES - ACD
Supervisor Tally-Oh Codes 
Code Description
030Display statistics for a given agent: shift time, number of ACD calls answered, average talk time, total 
time in Work mode since logging on, and total time in Break mode since logging on.
Press: 030aaaaa#  (aaaaa = agent’s ACD or PBX extension)
Sample Displays:
SHIFT     3:12:48(hours, minutes, seconds)
ACD CALLS     122(one to three digits)
AVG TALK     3:11(minutes and seconds)
T-WORK...

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TALLY-OH CODES - ACD
039Display number of agents on break for a given split.
Press: 039ss#  (ss = one or two digit split number)
Sample Displays:
SKY-DIVERS      2
040Change Night mode of a given split.
Press: 040ss#  (ss = one or two digit split number)
The prompt NIGHT MODE? will be displayed to ask for approval to put the specified split into Night 
mode.
To approve, press “1#” and the display split name = NIGHT will be shown.
To disapprove and put the...

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TALLY-OH CODES - ACD
SERVICE CONDITIONS
1. Tally-Oh Codes are entered by pressing one of the dial keypad digits, “0” through “9”.
2. The “*” key and the “#” key cannot be used as Tally-Oh Code numbers since they are used to erase and
enter input.
Technician Tally-Oh Codes
Code Description
075Turn Bad Call Notification MAT print-outs on or off
Press: 075rrs#  (rr = Reference number. s = state: 0 (off) or 1 (on))
To turn all print-outs on or off use the...

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TALLY REQUIRED - ACD
T-85A TALLY REQUIRED - ACD
GENERAL DESCRIPTION
This feature is programmed on a per-split basis via the ACDSPL command. When a split is marked for Tally
Required an agent will not be able to answer a new incoming ACD call until a Tally entry has been made for
the previous call. If an agent attempts to enter the Ready Mode to receive a new call but has not yet entered a
Tally Code from the previous call a message will display “TALLY NEEDED”...

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VARIABLE QUEUEING
V-10 VARIABLE QUEUEING
General Description
This feature allows the ACD caller to be queued to a split, depending on the number of working agents at the
time that the ACD call is presented to the split.
Operating Procedure
Variable queueing is programmed by splits in the ACDSPL command in ACDMAT.
Service Conditions
Variable queueing is activated by a percentage of working agents (a working agent is logged on and not in Break
mode). This...

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WORK MODE - ACD
W-5A WORK MODE - ACD
GENERAL DESCRIPTION
This feature offers the choice of allowing the agents within a split to enter and exit Work Mode. Calls waiting
in queue cannot be connected to agents in the Work Mode. Since the Work Mode inhibits agents from receiving
calls it is sometimes beneficial to limit Work Mode use or restrict it altogether. Two features have been provided
which limit the agent’s ability to be in the Work Mode.
After Call Work...

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WORK MODE - ACD
OPERATING PROCEDURE
This feature is an inherent feature of the ACD programs. Agents use the WORK key on their ACD position to
set the Work Mode appropriately. Work Mode restrictions and timeouts are programmed using the command
ACDSPL for each split.
PROGRAMMING
ACDSPL - 
WORK MODE RESTRICTED 

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WORK MODE TIME LIMIT - ACD
W-6A WORK MODE TIME LIMIT - ACD
GENERAL DESCRIPTION
This feature allows the specification of a maximum time limit for an agent to be in Work mode at the conclusion
of an ACD call before being automatically placed in Ready mode. Once in Ready mode, the agent will be
connected to a call if calls are queued. The time limit applies to all the agents within a split.
OPERATING PROCEDURE
1. This feature is implemented through an ACD...

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ZIP TONE - ACD
Z-1A ZIP TONE - ACD
GENERAL DESCRIPTION
When an agent is operating in Automatic Answer - ACD [A-35A] mode, the system will provide an audible
burst of tone to the agent’s receive audio path before connecting an incoming ACD call.
OPERATING PROCEDURE
The operation of this feature from the agent or supervisory position is as follows:
From Manual Answering status:
1. The AUTO/MAN key is pressed.
2.AUTO ANSWER is displayed.
3. The AUTO/MAN lamp...

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CHAPTER 6 ACD SERVICE FEATURES FUNCTIONAL TEST PROCEDURES
After the installation test following by “Installation Manual”, test the ACD service features following the flowchart
below. The names listed within   of each NAP are the names of the ACD services. Also refer to the detailed
description of the services in Section 3, “ACD Service Feature” of Chapter 5.
START
ACD Incoming
Call Distribution to Agents
Priority Processing
Automatic Call Distribution
Delay...