NEC Neax 2400 Imx Callcenterworx Enterprise Acd System Manual

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AUTOMATIC ANSWER - ACD
A-35A AUTOMATIC ANSWER - ACD
GENERAL DESCRIPTION
This feature gives an agent the ability to determine whether calls should be automatically connected to the
headset or handset, or manually answered after ringing. When in Automatic Answer mode, calls are announced
using a special tone signal called Zip Tone. All normal calls are preceded by a  single burst  of tone.  Calls  which
may require special handling (forwarded or overflow calls) are preceded by two bursts of tone.
OPERATING PROCEDURE
To set AUTOMATIC ANSWER from the Manual Answer mode:
Step 1: The agent or supervisor presses the AUTO/MAN key.
Step 2: The D
term display shows AUTO ANSWER. The AUTO/MAN lamp lights steadily.
Step 3: All subsequent calls are introduced by a Zip Tone at the agent’s or supervisor’s headset, and then the
caller is automatically on-line.
To set Manual Answer from the AUTOMATIC ANSWER mode:
Step 1: The agent or supervisor presses the AUTO/MAN key.
Step 2: The D
term display shows MANUAL ANSWER, and the AUTO/MAN lamp is extinguished.
Step 3: All subsequent calls are introduced by the normal ringing of the D
term set.
SERVICE CONDITIONS
Step 1: The AUTO/MAN key can be pressed at any time as long as the agent or supervisor is logged onto the
ACD system.
Step 2: If the supervisor or agent is engaged in a call when the AUTO/MAN key is pressed, the answering
mode change will take effect upon the completion of the call in progress.
Step 3: If the agent or supervisor is in the Auto mode and hears Zip Tone (introducing the next call), and
presses the AUTO/MAN key at that moment, the next call will not be answered until after the current
call is completed. Refer to Zip Tone - ACD [Z-1A] for related information.
Step 4: When the agent console is set for AUTOMATIC ANSWER, normal ACD calls are introduced by one
burst of tone (i.e., Zip Tone). Overflowed calls and calls which arrive at the agent position as a result
of forwarding from another split are announced by two bursts of tone.
Step 5: AUTOMATIC ANSWER applies only to ACD calls. It does not apply to calls which terminate to an
agent’s or supervisor’s LINE key.
Step 6: AUTOMATIC ANSWER applies only when the agent position is in the off-hook condition (through
the headset or handset) and is not engaged in any other call. If the agent position is engaged in a call
when the ACD call arrives (for example, if the agent is talking on the LINE key), then the ACD call
will terminate as though Manual Answer was set. 
						

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AUTOMATIC ANSWER - ACD
Step 7: The answer mode change can be operated at any time a position is occupied. AUTO ANSWER
parameter in ACDSPL determines the default setting for this feature for a particular split each time
an agent or supervisor logs in.
Step 8: Agents can be restricted from changing their answer mode by not assigning an AUTO/MAN key to
the agent position. In that case, the split default will remain in effect.
Step 9: When a D
term is left on hook in the auto answer mode, the ACD line will ring as if it were set to the
manual answer mode.
PROGRAMMING
Step 1: ACDSPL - Assign whether the default ANSWER mode is automatic or manual after logging on.
Step 2: In AKYD, assign “AUTO/MAN” key to change the answer mode. 
						

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AVAILABILITY - ACD POSITION - ACD
A-37A AVAILABILITY - ACD POSITION - ACD
GENERAL DESCRIPTION
After-Call Availability allows a split to be assigned to either Automatic-Available mode or Automatic-Work
mode. This is referred to as the after-call work mode.
In Automatic-Available mode, a position becomes available to receive new ACD calls immediately upon
disconnecting from the previous call. In Automatic-Work mode, a position is unavailable to receive ACD calls
after disconnecting from the previous call. Automatic-Work mode allows the agent time to perform
miscellaneous activities that may be associated with the ACD call.
After-call work mode may have a time limit which will automatically force the position to Available mode upon
expiration.
The after-call mode and optional Work Timeout are set on a per-split basis through the ACD MAT or a MIS
terminal. Agents may change their after-call mode during an ACD call.
OPERATING PROCEDURE
Automatic-Available Mode set for split:
Step  1: An agent is engaged in an ACD call. The WORK lamp is not lit and the lamp associated with the ACD
CALL key is lit.
Step 2: When the ACD call is disconnected, the lamp associated with the ACD CALL key is turned off, the
position becomes available, and READY is displayed.
Step 3: If the agent presses the WORK key before the ACD call is disconnected, the WORK lamp is lit,
WORK PENDING is displayed. The work lamp is lit until it times out or is pressed by the Agent.
Automatic-Work Mode set for split:
Step 1: An agent is engaged in an ACD call. The WORK lamp is lit and the lamp associated with the ACD
CALL key is lit.
Step 2: When the ACD call is disconnected, the lamp associated with the ACD CALL key is extinguished,
the position becomes unavailable, and WORK MODE is displayed. The work lamp is lit until it times
out or is pressed by the Agent.
Step 3: If the agent presses the WORK key before the ACD call is disconnected, the WORK lamp is
extinguished and the Automatic-Available mode is selected for this call only.
Step 4: After releasing the call and entering the Automatic-Work mode, the agent must press the WORK key
to leave the Automatic-Work mode and become available to receive new ACD calls, unless the
timeout mode is set in ACDSPL. 
						

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AVAILABILITY - ACD POSITION - ACD
SERVICE CONDITIONS
Step 1: The after-call mode can be operated whenever a position is occupied.
Step 2: When a position is forced into the Automatic-Work mode immediately after an agent or supervisor
logs on, the WORK key must be pressed to begin receiving ACD calls. When the first and all subse-
quent ACD calls are received, a split parameter will automatically set the appropriate after-call mode
for the position.
Step 3: The conditions for Automatic-Available/Automatic-Work mode can be set on a per-split basis. The
operating mode can be changed either from the ACD MAT or from a MIS terminal.
Step 4: During after-call Automatic-Work mode, no ACD incoming calls are allowed to terminate to the
ACD position. However, non-ACD incoming calls are terminated or originated from the position’s
MYLINE.
PROGRAMMING
Assign “WORK” key to the agent position.
AKYD - Assign AUTO/MAN to a function key.
ACDSPL - AUTO READY AFTER CALL
Note:Work mode may be canceled and reset by the manual operation even if AUTO READY AFTER CALL is
programmed in ACDSPL. 
						

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ANNOUNCEMENTS - ACD
A-80A ANNOUNCEMENTS - ACD
GENERAL DESCRIPTION
Other variable length announcements (4-60 seconds/2-120 seconds/1-240 seconds using NECi SPA-4DATC
Announcement Trunk Card) are provided for ACD callers by customer-provided announcement hardware using
digital announcement trunk circuits or certain analog trunk circuits. Announcements are designed to be heard
for one complete cycle from the beginning of the message. Since multiple connections to each announcement
channel are possible, an appropriate delay may be inserted to wait for the beginning of the spoken
announcement, if necessary.
OPERATING PROCEDURE
Step 1: The ACD system recognizes the termination of an ACD incoming call.
Step 2: The ACD calling party hears ringback tone.
Step 3: Announcement connections are made by properly programming a Call Control Vector (CCV). Refer
to Call Control Vector - ACD [C-108A] for additional information.
Step 4: When the predetermined ring delay timing parameter set before the delay announcement has passed,
the system sends answer supervision to the central office and connects the caller to the announcement.
During this process, the ACD call retains its queue position if a “(queue to)” step has been specified
at the CCV.
Step 5: At any point after a “(queue to)” step (including during the delay announcements), if an agent be-
comes available, the ACD call is immediately connected to the agent.
SERVICE CONDITIONS
Step 1: Announcements are connected only when the transfer is completed.
Step 2: The announcement source connection method can be a multiple connection or a single connection
with start point seek, depending on System Data.
Step  3: In the case of a multiple connection, all new calls that are detected within a period of time preassigned
by System Data (2~30 sec.) will receive the message simultaneously.
Step 4: This feature is applicable to ACD incoming calls from a C.O., transferred from an attendant, agent or
PBX station.
Step 5: The announcement length timer is programmed in the System data on a per-announcement basis.
Step 6: It is possible to set up multiple channels of the same announcement in a hunt arrangement to accom-
modate large volumes of simultaneously queuing calls.
Step 7: By the system data programming, at any point during the announcement when all the ACD callers
connected to the announcement are disconnected or distributed to another station/trunk, the Digital
Announcement Trunk (DAT) is released and the next announcement is sent immediately.
Step 8: In a multiple connection, a maximum of 10 ACD incoming calls can be connected to one channel of
Digital Announcement Trunks depending on the system data. 
						

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ANNOUNCEMENTS - ACD
Step 9: In a single connection, one ACD incoming call is connected to one channel of Digital Announcement
Trunks. 
PROGRAMMING
Step 1: AADT/AADTN
Step 2: ACDCCV 
						

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AGENT PERSONAL QUEUE - ACD
A-85A AGENT PERSONAL QUEUE - ACD
GENERAL DESCRIPTION
Incoming ACD calls wait in queues until an agent is available to take the call. There are two types of queue for
waiting callers, Split Queues and Agent Personal Queues. When a call is waiting in a split queue, the next agent
who becomes available in the entire split will be assigned the longest waiting call. When a call is waiting in an
Agent Personal Queue, it can only be assigned to a single agent. A variety of overflow timeout, unavailability,
and full queue parameters can be programmed for each agent personal queue to provide for alternate call
handling when the designated agent does not get to the call in time or is unavailable.
A call is directed to a normal split queue by way of the dialed Pilot Number. A call is directed to an agent’s
personal queue by way of a Personal Pilot Number. The personal pilot number is associated with the agent’s
logon ID and is valid whenever and wherever the agent is logged onto the ACD system.
Calls (internal, external, ACD agent transfers, CCV transfers, emergency, assist, etc.) to the agent’s ACD line
are made by calling the personal pilot number. If and only if the agent is on an ACD call or is in Work mode,
the call will be queued to the agent’s personal queue. The LOGON lamp functions as the call waiting indicator
for the personal queue. Calls in the agent’s personal queue have priority over calls in any split queue.
Six pieces of data may be programmed independently for each agent’s personal queue.
The Personal Pilot Number: this is the number dialed in order to call to the personal queue.
Call Waiting Chime: alerts the agent when calls arrive in queue, may be off, on first, on always.
Maximum Queue Depth: how may calls may be waiting in the agent’s personal queue.
Forward / Full CCV: how to handle calls when the queue is full or when the agent is not available. Not available
includes the two states of a) not logged into the ACD and b) on Break.
Personal Queue Timeout: how long a call may wait in queue before overflowing.
Overflow CCV: how to handle calls which overflow in timeout.
Each call that is added to the personal queue, abandons the personal queue, or overflows from the queue invokes
a display on the agent’s console. The display indicates the current depth of the personal queue; for example,
PERS. QUEUE: 4.
A call in a personal queue does not have an associated priority. A call in a split queue does have an associated
priority because the handling of a call in a split queue is based on the call’s priority and elapsed time in the
queue. When a call overflows from a personal queue or is forwarded from a personal queue, and the call is then
queued to a split, the call must have a priority assigned to it. Calls that overflow/forward from a personal queue
are placed in one of two categories for the purpose of assigning a priority.
1. Calls that were received on an ACD trunk are given the priority of the trunk.
2. Calls that were not received on an ACD trunk are given a priority that is programmed in the ACD database.
The single priority is set on a tenant-wide basis. 
						

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OPERATING PROCEDURE
The agent is handling an ACD call or is in Work mode, when a non-emergency/non-assist call to the agent’s
personal pilot number is received:
1. The call is queued to the agent’s personal queue.
2. The agent’s display shows PERS. QUEUE: 1, which indicates that a single call (in this example) is in the
agent’s personal queue.
3. The LOGON lamp, functioning as the call waiting lamp for the personal queue, begins flashing. The lamp
flashes when the queue depth is one (1) or two (2); it winks when the queue depth is three (3) or greater.
The flash and wink thresholds are fixed in the System software.
4. If programmed to do so, a chime (personal queue chime) will sound as an audio alert to the agent. The
chime can be programmed to sound for only the first call queued, for each call queued, or not to sound.
5. The calling party is immediately connected to an announcement (personal queue announcement). This
announcement, which is specifically for agent personal calls, is programmed on a tenant-wide basis. All
calls to any personal queue will hear the exact same announcement.
6. The call to the agent’s personal pilot number will have a higher priority than any non-emergency/non-assist
call queued to a split. When the agent becomes Ready the personal queue call will connect to the agent.
7. When the call is ringing and when the agent answers the call, the display shows PRS ORDERS, for four (4)
seconds, followed by TIME IN Q: 0:28 (for example). The consecutive displays indicate that the call is from
the personal queue, identify the source of the call (trunk/party, etc.), and provide the amount of time the
call spent in the queue.
8. If the timer expires, the call will be handled by the Forward/Full CCV step indicated in the ACD database.
If another ACD agent subsequently receives the overflowed call, that agent’s display will indicate that the
call overflowed from a specific personal queue; for example PRS OVF SAM.
9. If the agent logs off or enters Break mode, the call will be handled by the Forward/Full CCV step indicated
in the ACD database.
SERVICE CONDITIONS
1. The personal queue announcement is connected to each call as soon as the call is queued. The
announcement is only played once. Therefore, it is suggested that the announcement informs the caller that
additional announcements will not be forthcoming and that the call will be handled elsewhere (if the called
agent does not answer, and the personal queue time-out is used and expires). If the personal queue time-out
is not used, the call will remain in the personal queue until it is either handled by the agent, or the agent
logs off or goes into Break mode. In the latter case, the call will go to the personal queue forward step.
2. A personal queue overflow step and a personal queue forward step both point to a step (instruction) in a
particular Call Control Vector. The indicated steps can be any CCV instruction.
3. The flash and wink thresholds for the LOGON lamp are fixed in the system; they are not programmable.
The LOGON lamp will flash when the queue depth is one or two calls; it will wink when the queue depth
is three or more calls. 
						

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AGENT PERSONAL QUEUE - ACD
PROGRAMMING
Step 1: AIGNN - Assign telephone number for NDM.
Step 2: AMNON - Assign the pilot number (monitor number) for an individual call.
pilot number (maximum 5 digits) 
Note
Step 3: ACDTN -  Assign the announcement number per tenant
ANNOUNCEMENT NUMBER: announcement number for an individual call (0-58)
“0” means an announcement service is out of service for an
individual call
OVERFLOW/FORWARD PRIORITY: Priority order of queue for an individual call (1-255)
ACDLOG - Personal Queuing
PILOT NUMBER: Pilot number for an individual call (maximum 5 digits)
MAX QUEUE DEPTH: Maximum Queue Depth for an incoming call routed to the
agent (0-999)
PERSONAL FORWARD CCV: CCV No. to be routed when the individual call encounters
busy status (1-900)
CCV step number to be forwarded when the individual call
encounters busy status (1-20)
OVFT: Overflow Timeout (0-9999 sec.)
“0” means overflow service is out of service for an individ-
ual call
PERSONAL OVERFLOW CCV: CCV number to be routed when the time limit (OVFT) is
over (1-900)
CCV step number to be routed when the time limit (OVFT)
is over (1-20)
CALL WAITING CHIME: Call waiting chime is not available
Call waiting chime is rung only once (at the first time)
Call waiting chime is rung every time
Note:Refer to Chapter 7 for Monitored Number Assignments. 
						

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AUTO WORK MODE FOR PBX CALLS - ACD
A-86A AUTO WORK MODE FOR PBX CALLS - ACD
GENERAL DESCRIPTION
All the agents, within a split, can automatically be placed in Work mode when handling a call on a PBX line.
Incoming and outgoing PBX calls are treated separately.
When this feature is applied to incoming PBX calls, an agent will be automatically placed in Work mode upon
receiving an incoming PBX call.
When this feature is applied to outgoing PBX calls, an agent will be automatically placed in Work mode upon
receiving dial tone on their PBX line.
If Work mode is restricted, Break mode is used instead.
OPERATING PROCEDURE
None
SERVICE CONDITIONS
This feature is implemented through the ACDSPL command. The command data is on a split-wide basis.
Note:See ACDSPL Programming in Chapter 7.