NEC Neax 2400 Imx Callcenterworx Enterprise Acd System Manual

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ANALOG ACD POSITION - ACD
A-91A ANALOG ACD POSITION - ACD
GENERAL DESCRIPTION
This feature extends the functionality of ACD features to users operating analog station equipment. By dialing
access codes from a single-line (POTS) station an agent may invoke several features including:
 Logon with ID
 Logon without ID
 Logoff
 Switch between the modes of Work, Ready, and Break (up to nine types of Break)
 Enter Tally codes
 Register Trunk Trouble
 Place the split into Day and Night modes
Using Off-Premise Extension (OPX) technology an agent can be situated at a remote location and still process
ACD calls with many of the features available to the local agents using digital telephone sets. With additional
hardware, a remote agent can dial in to the NEAX2400 ACD and remain continuously connected while calls are
connected to the agent one after another. The same hardware can also be programmed to call the agent back at
their home telephone number effectively reversing any long distance charges which might apply.
OPERATING PROCEDURE
A typical shift at an analog position might be as follows:
 The agent dials the access code 4300 to logon to a split using the ID code 100. ID 100 is not currently
in use by another agent, and is programmed for Split 1 which requires an ID code. The agent is logged
on to Split 1 and hears the success announcement or the service set tone* programmed for access code
4300. The agent enters Work mode automatically upon logon.
 After the Work Timeout expires (3 seconds, for example), the agent automatically enters Ready mode.
If ACD calls are waiting in queue one will be immediately assigned to this position.
 At the conclusion of each call, the position is placed in Work mode for three seconds, then returned to
Ready mode (assuming the after call work timeout is programmed for three seconds).
 At the end of the shift, the agent calls the access code to logoff and is connected to the success announce-
ment or the service set tone*.
* Available since PBX software Series 7400 and ACD software Release 3.
SERVICE CONDITIONS
1. The access codes dialed by agents from analog positions may be from two to five digits in length and may
not contain any “*” or “#” digits even though these digits are commonly available on the station equipment
typically used.
2. Success and failure announcements are not connected to agents performing a transfer to the access code.
Only agents without a held party hear announcements.
3. The PBX without announcement trunk can send the tone, (service set tone for success and reorder tone for
failure) to the agent since PBX software Series 7400 and ACD software Release 3. 
						

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ANALOG ACD POSITION - ACD
PROGRAMMING
Step 1: AMNON - Assign the Access Codes used in ACDANA
N_MNO: pilot number (monitor number) Maximum 5 digits
N_NMI: number monitored Index (1-4095)
Step 2: ACDANA
ACC:  Access code (Maximum 5 digits) assigned in AMNON.
Feature 
Logon with ID code
Logon without ID code
Logoff
Ready Mode
Work Mode
Break Mode
Tally Code
Trunk Trouble
Day Mode Single
Day Mode All
Night Mode Single
Night Mode All
Permanent Work
ID: Logon ID *Valid for “Logon with ID” Feature
CODE: Tally code *Valid for “Tally Code” Feature
TYPE: Break type *Valid for “Break Mode” Feature
S-ANT: Success Announcement or Tone
0 = Service Set Tone*
1-58 = Announcement No. programmed in AADT. Analog ACD position will be 
connected to the announcement upon successful operation.
F-ANT: Failure Announcement or Tone
0 = Reorder Tone*
1-58 = Announcement No. programmed in AADT. Analog ACD position will be 
connected to the announcement upon failed operation.
Note:Valid since PBX software Series 7400 and ACD software Release 3.
Step 3: ACDSPL - Assign the split data.
Step 4: ACDPSN
Position Number: My line number for the analog agent 
Note
ACD -  My line number for the analog agent
Yes -  Analog agent position
Note:Position and ACD number same for Analog Agent. 
						

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ALTERNATE NIGHT CCV - ACD
A-93A ALTERNATE NIGHT CCV - ACD
GENERAL DESCRIPTION
Alternate Night CCV provides custom routing on a per Pilot Number basis for incoming ACD calls which
encounter splits in the night mode. This feature is activated only when a split is in night mode. Consequently, if
a split is in Call Forward mode the Alternate Night CCV assigned to the Pilot Number will not be checked.
Several incoming Pilot Numbers can be directed to a common split for answering of calls during the daytime.
When the split is placed in Night Mode a new Night CCV is specified to handle the calls. Calls to Pilot Numbers
which do not specify an Alternate Night CCV will be routed to the split’s Night CCV.
OPERATING PROCEDURE
1. An ACD position puts the split into night mode via the NIGHT key.
2. New calls arriving at this time will route to the Alternate Night CCV specified for the Pilot Number dialed.
3. If the Pilot Number dialed does not have an Alternate Night CCV then the split’s night destination is used
as a default.
SERVICE CONDITIONS
1. Alternate Night CCV will be used if and only if the call is not yet queued to any split and the current split
being checked is in the Night Mode.
2. Alternate Night CCV cannot be CCV Index #1, CCV Step#1; only CCV Index #2 through CCV index #900
and CCV Step#2 through 20 are allowed. 
3. Incoming calls to Pilot Numbers without an Alternate Night CCV will follow the Night Mode programmed
for the split.
PROGRAMMING
Step 1: ACDPLT
CCV index number to be routed in the night mode (2-900)
CCV step number to be routed in the night mode (2-20)
Step 2: ACDSPL
NIGHT: Destination pilot number in the night mode (maximum 5 digits)
Note:When night destination is not programmed for the split, enter the pilot number assigned in ACDPLT. 
						

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AGENT ANYWHERE - ACD
A-133A AGENT ANYWHERE - ACD
GENERAL DESCRIPTION
This feature is used in the fusion network. This feature allows the ACD agent position to be installed in any
fusion node irrespective of the node having the ACDP. (Those ACD agent positions in multiple nodes are
controlled by one ACDP). By using this feature, the ACD call terminated at the trunk in the self node can be
handled by ACD agent positions in the self node. A split can consist of ACD positions belonging to multiple
nodes.
This feature is available with the Series 7300 or later PBX software.
OPERATING PROCEDURE
None
SERVICE CONDITIONS
1. Refer to the condition described in Section 2.2, ACD In a Fusion Network Data Assignment of this chapter.
2. ACDP is in only one node of the Fusion Network.
3. The node that has the most ACD agent positions must be specified for the node providing ACDP.
4. After the system initialization is complete in the node providing the ACDP, it will take around five minutes
until the ACD service becomes effective in all nodes. (It depends on the quantity of the ACD data. The
shortest time is 30 seconds.) 
The reason for the delay is because of the time to complete transferring the ACD data written in the Variable
Network Data Module (VNDM) to all nodes.
5. The pilot number (including the personal monitored number and the dialed number for ANALOG ACD
POSITION [A-91]) has to be registered in the Network Data Memory (programmed in AMNON).
6. After the ACD pilot number is added or deleted, it takes around five minutes until the new pilot number
becomes effective in all nodes. (It depends on the quantity of the ACD data. The shortest time is 30
seconds.) When adding or deleting ACD pilot  number, the VNDM data is automatically transferred to all
nodes. Thus, the addition or deletion of the pilot number has to be done in low traffic.
7. The node providing the ACDP must be initialized when all the other nodes are in on-line mode.
8. When you initialize the node that does not accommodate the ACDP, you must also initialize the node
providing the ACDP.
9. When you add a node/nodes to the network, you have to initialize the node that accommodates the ACDP.
Until you complete the initialization of the node providing the ACDP, you cannot use the ACD agent
position or the ACD trunk in the additional  node.
10. The MIS must be installed in the node providing the ACDP. 
						

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AGENT ANYWHERE - ACD
PROGRAMMING
ASYDL
SYS1, INDEX864:  Internal ACDP is provided (ACD node only)
SYS1, INDEX512:  FPC number of the self-node (I-253)
SYS1, INDEX866:  FPC number of the node that accommodates the ACDP (1-253)
ASYDN
SYS1, INDEX533:  FPC number of the node that has the standard VNDM (1-253)
(assign the FPC number of the node providing ACDP). 
						

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BREAK MODE - ACD
B-20A BREAK MODE - ACD
GENERAL DESCRIPTION
This feature allows an agent to take their position out of the queue without logging off or entering Automatic-
Work mode. This feature is useful if the agent will be away from the position for a short time, such as for lunch,
a coffee break, etc. Since the agent does not log off when using BREAK MODE, no other agent may log onto
this position.
The user can select, for each split, a single break type or nine break types. If nine break types are selected for a
split, then whenever an agent in the split requests a break, the agent is prompted for the break type. The
Navigator Management Information System (MIS) allows each break type to be defined with a six-character
string, such as “coffee” or “lunch”. This string will be used for Navigator MIS reporting purposes.
OPERATING PROCEDURE
To activate BREAK MODE (single break type):
1. The agent presses the BREAK key and the associated lamp is lit.
2. If the agent is not on a call, the display will show ON BREAK. If the agent is on a call, the display will show
BREAK PENDING. At the end of the call, the display changes to ON BREAK.
To activate BREAK MODE (nine break types):
1. The agent presses the BREAK key and the associated lamp is lit.
2. The display shows BREAK TYPE?
3. The agent enters a digit from “1” to “9”, to indicate the break type, then enters “#” to complete the input.
4. The display shows BREAK TYPE = N, where N is the number the agent entered in the previous step. This
display will be shown for four seconds. Following this display, if the agent is not on a call, the display will
show ON BREAK. If the agent is on a call, the display will show BREAK PENDING. At the end of the call,
the display will change to ON BREAK.
5. If the agent does not indicate a break type (“1” to “9”), within thirty seconds of pressing the BREAK key,
the system will default to break type 1, and BREAK TYPE = 1 will be displayed for four seconds. Following
this display, if the agent is not on a call, the display will show ON BREAK. If the agent is on a call, the
display will show BREAK PENDING. At the end of the call, the display will change to ON BREAK.
To cancel BREAK MODE (single break type or nine break types):
1. The agent presses the BREAK key.
2. The display shows the time spent on break in minutes and seconds. For example, BREAK OVER 35:20.
3. The BREAK lamp is extinguished.
4. The WORK lamp indicates whether the agent will be placed in the Work Mode or Ready Mode when the
Break Mode is concluded. By operating the WORK key prior to exiting Break Mode the agent may specify
what their next mode will be. 
						

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BREAK MODE - ACD
SERVICE CONDITIONS
1. Logging off is  permitted while in Break Mode, by pressing the LOGON key. The after-call mode may be
toggled while on break and set to either Automatic-Work or Automatic-Available.
2. When Break Mode is set at a position, incoming ACD calls are not allowed to terminate to the position.
3. Non-ACD calls can be originated from or terminated to a position, while the position is in Break Mode.
4. This feature’s status can be monitored at a Navigator MIS terminal via the agent current status display and
the agent audit report.
5. Every agent position and supervisor position may have a BREAK key.
6. The operation of the BREAK key allows the MIS to track work time and non-work time.
PROGRAMMING
Step 1: ADYD - Assign BREAK key to function key. 
						

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BAD CALL NOTIFICATIONS - ACD
B-21A BAD CALL NOTIFICATIONS - ACD
GENERAL DESCRIPTION
Bad Call Notifications are printed on the PBX system’s MAT printer when they occur. Even though the name
indicates that some serious error has occurred there are several “Bad Call Notifications” which are for
informational purposes only and do not really indicate an error situation. The term “Bad Call Notification”
cannot be changed but ACD users should consider the 6-H reports as “ACD Information Report” regardless of
what the header information says. For details about system message “6-H”, see Section 3.2.3 in Chapter 9.
OPERATING PROCEDURE
Step 1: The noise or an error occurs in the communication or the agent wants to see the information of the
connection in progress.
Step 2: The agent presses the TRKTRBL key during handling the call.
Step 3: The ACD information report is printed on the PBX system’s MAT printer.
PROGRAMMING
Step 1: ADYD - Assign “TRKTRBL” to function key. 
						

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CALL DISTRIBUTION TO AGENTS - ACD
C-35A CALL DISTRIBUTION TO AGENTS - ACD
GENERAL DESCRIPTION
ACD calls are automatically distributed among the agents in a split such that when an agent becomes available
the longest waiting call with the highest priority in the queue is assigned to that agent. Refer to Priority Queuing
- ACD [P-21A] and Queuing - ACD [Q-1A] for additional information.
During periods when more than one agent is available and there are no calls in the queue, the first incoming
ACD call is assigned, based on a two-level algorithm, to an agent.
The first level of the algorithm seeks the agent  who has the highest preference level specified for the split. An
agent who is servicing a single split is considered to have the highest possible preference level (“1”)  specified
for the split. An agent who is servicing multiple splits can have a preference level ranging from “1” (highest) to
“250” (lowest) specified for the split (Since an agent is allowed to handle calls terminated at a maximum of four
split, only four privilege order is applied to each split). The preference levels for an agent who is servicing
multiple splits are set in the ACD database. Refer to the description of the Multi-Split Agent - ACD [M-90A]
for more details.
The second level of the algorithm seeks the agent who has been waiting to service an incoming ACD call (in
Ready mode) for the longest period of time.
The following example illustrates the operation of the two-level algorithm.
The first incoming ACD call will be sent to Barbara. The first level of the algorithm removes Allan and Denise
from consideration since their respective preference levels are lower than the preference level that Barbara and
Charles have in common. The second level of the algorithm removes Charles from consideration since Charles
has been waiting to service an incoming ACD call (in Ready mode) for a shorter period of time than Barbara.
Only incoming ACD calls directed to pilot numbers or personal pilot numbers, and other calls generated within
the ACD processor (such as Assist and Emergency calls) may be connected to agents’ ACD lines. For proper
operation of the ACD, direct calls to an agent’s ACD line from stations, DIDs, Tie trunks, CCIS trunks,
attendants or any other method (such as call forwarding to agents’ ACD lines) are not permitted and must be
restricted by the proper programming of the PBX database.
Agent Preference Example
Agent NamePreference 
LevelWaiting Time
Allan 3 55 seconds
Barbara 1 30 seconds
Charles 1 25 seconds
Denise 2 40 seconds 
						

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CALL DISTRIBUTION TO AGENTS - ACD
OPERATING PROCEDURE
No agents available:
1. An incoming ACD call is queued.
2. An agent becomes available.
3. The longest waiting ACD call in the queue with the highest priority is assigned to that agent.
Agents available:
1. There are no incoming ACD calls.
2. Agents are queued as they become available.
3. An incoming ACD call arrives.
4. The ACD call is assigned to the agent who has the highest preference level, and who, among those agents
with the same preference level, has been waiting to service an incoming ACD call (in Ready mode) for the
longest period of time.
SERVICE CONDITIONS
1. When calls are waiting in queue, all calls of a higher priority will be answered (in their order of arrival)
before calls of a lower priority, regardless of how long a lower-priority call has been waiting.
2. Upon receiving a call, an agent may transfer the call to any destination allowed under normal transfer
conditions. When transferring to a CALL PARK [C-29] location, the agent will hear only a short burst of
Service Set Tone.
3. Do Not Disturb (DND) Key
The DND Key may have undesirable side effects if utilized at an agent’s ACD position. For example: an
agent position left in Ready mode but with the DND feature set for the position’s PBX line (my line) will
still receive and ACD call (as a result of the Ready mode) but the position will not ring (as a result of the
DND feature being set). It is up to the ACD user to understand and accept all potential side effects of using
the DND key at an ACD position.
PROGRAMMING
None