NEC Neax 2400 Imx Callcenterworx Enterprise Acd System Manual

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CALL TRANSFER TO SPLIT QUEUE - ACD
C-67A CALL TRANSFER TO SPLIT QUEUE - ACD
GENERAL DESCRIPTION
This feature allows calls to be transferred by agents or supervisors, PBX station users, or attendants to splits in
the ACD system. The transferred call will be connected to an available agent or the call will be queued, if agents
are not available. The transferring party is allowed to remain on the line until the agent answers (screened
transfer) or may complete the transfer while still in queue or while ringing the agent (blind transfer).
OPERATING PROCEDURE
From a PBX station:
1. The PBX station user transfers the calling party to the ACD by dialing a pilot number.
2. A Call Control Vector (CCV) associated with the pilot number is processed and the transferred call may be
queued to a split.
3. The PBX transferring station processes the CCV until an agent answers, the PBX station finishes the
transfer, or the party being transferred disconnects. All announcement connections indicated in the CCV
are skipped over in the case of a transferred call. The PBX transferring party hears only ringback, while
transferring, until an agent answers.
4. The transferring station user may either disconnect, completing the transfer, or may press the TRANSFER
key again, aborting the transfer. Attempts to conference at this point will be ignored.
5. If the transferring station disconnects and completes the transfer, the calling party will then begin
processing the remainder of the CCV, including announcements.
From an ACD agent’s or supervisor’s position:
1. The agent or supervisor presses their TRANSFER key while on an ACD call or a PBX call and transfers to
the ACD by dialing a pilot number.
2. A CCV associated with the pilot number is processed and the transferred call may be queued to a split.
3. The agent processes the CCV until another agent answers, the agent finishes the transfer, or the transferred
party disconnects. All announcement connection instructions in the CCV are skipped over. Ringback Tone
(RBT) is provided to the transferring agent until another agent answers.
4. The transferring agent may either disconnect (completing the transfer), or may press the TRANSFER key
again, aborting the transfer. Attempts to conference at this point will be ignored.
5. If the transferring agent disconnects and completes the transfer, the calling party will begin processing the
remainder of the CCV, including announcements. 
						

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CALL TRANSFER TO SPLIT QUEUE - ACD
From an attendant console:
1. The attendant transfers the calling party to the ACD by dialing a pilot number.
2. RBT is provided to the attendant. At this point the attendant may either complete or cancel the transfer. If
the attendant completes the transfer, the transferred party will begin processing the CCV, including all
announcements. Note that except for transfers across CCIS, no CCV processing is done while the attendant
listens to RBT. The attendant must complete the transfer before CCV processing takes effect. For attendant
transfers across CCIS, CCV processing will begin when the attendant first receives RBT.
SERVICE CONDITIONS
1. Any calling party, except attendants, may be transferred into a split queue.
2. For attendant transfers to a split queue across CCIS, CCV processing will begin when the attendant first
receives RBT. However, for non-CCIS attendant transfers to a split queue, CCV processing will begin only
after the attendant completes the transfer.
3. Except for calls across CCIS, attendants are only allowed to transfer calls to pilot numbers. They may not
call pilot numbers directly. If an attendant dials pilot number directly, the call is ignored and the attendant
will hear RBT indefinitely.
4. If an attendant dials a pilot number directly across CCIS, the call will be treated as a normal trunk call.
5. If an agent or PBX station user transfers a call to a split queue and hangs up before the agent at the
destination answers, recall does not occur when the don’t answer timer expires.
6. In a call transfer to a split queue, overflow service is provided to calls placed in queue.
PROGRAMMING
None 
						

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CALL WAITING INDICATION - LCD DISPLAY/CW LAMP - ACD
C-68A CALL WAITING INDICATION - LCD DISPLAY/CW LAMP - ACD
GENERAL DESCRIPTION
This feature provides visual indication of a split’s current queue depth by the use of the CW lamp (Call Waiting)
and the position’s display. The CW lamp is always operative but can only provide an approximate indication of
the queue depth. The position’s display can show the current queue depth precisely but the display is provided
periodically as the agent processes calls. An optional Call Waiting Key may be programmed and will generate
a display of the current queue depth when pressed.
OPERATING PROCEDURE
1. When the number of ACD calls in a split’s queue is greater than or equal to the call-waiting-on threshold,
the CW lamp is turned on.
2. When the number of ACD calls in the split’s queue is greater than or equal to the call-waiting-flash
threshold, the CW lamp flashes. A database setting can enable a chime to sound at positions in the WORK
mode when the lamp comes on or begins flashing. For more details information, refer to Call Waiting Lamp
with Chime - ACD [C-110A].
3. Each time an ACD agent or supervisor is assigned a new call or each time they go into Work mode, the
number of calls waiting in the split’s queue is displayed on their position.
4. When an agent or supervisor presses the LOGON key while engaged in a call, the calling party
identification of the original incoming ACD call (trunk calls only) is displayed for that position followed
by the number of calls waiting in the split queue. 
5. For an on-demand display of the current queue depth and longest waiting caller the agent may press the
Call Waiting Key while in any mode.
SERVICE CONDITIONS
1. The lighting of the CW lamp may be somewhat delayed and is not intended to depict instantaneous queue
status.
2. Queue depth is only displayed on an agent’s position when there are calls waiting in the split queue.
3. Split data must be set for the desired threshold of calls in queue required to make the CW lamp illuminate
or flash to indicate call thresholds have been exceeded.
4. The call waiting indication can be provided on the D
term agent or supervisor console in any unused
programmable line appearance.
5. The DLC and ELC line cards must be of the proper version to provide “call waiting indication”.
PROGRAMMING
Step 1: AKYD - Assign the CW lamp to the agent/supervisory position
KYN: Key Number
KYI = 1 (Function key)
FKY = 47 (CW lamp) 
						

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CALLING PARTY IDENTIFICATION - ACD
C-70A CALLING PARTY IDENTIFICATION - ACD
GENERAL DESCRIPTION
This feature allows calling party information to be displayed on the LCD of the Dterm when an incoming call is
assigned to an ACD agent. The format of the calling party information follows:
1. Incoming Trunk and Circuit Information:
A unique twenty-character name for an incoming trunk group along with the trunk circuit number within
the group can be displayed. This display is commonly used for ringdown trunks. For example, NATIONAL
7.
2. Called Number Identification: LDN
When an incoming trunk calls a particular pilot number, an ID associated with the pilot number can be
displayed instead of the twenty-character name of the incoming trunk group and the trunk circuit number.
This display is commonly used for DID trunks. For example, SALES DEPT.
3. Internal Directory Number:
The internal directory number (up to five digits) assigned to the circuit can be displayed. This display is
used for PBX stations calling into the ACD. For example, 70626.
4. Overflow Connections:
When a non-transferred call is assigned to an agent in a secondary split, an overflow message is displayed
before the calling party identification indicating that  this call is not being assigned to an  agent in the split
for which it was first queued. For example, OVF SHIPPING. If the call has overflowed from an agent’s
personal queue, the display will identify the call as such and will show the name of the called agent; for
example, PRS OVF FRED. Refer to Agent Personal Queue - ACD [A-85A] for related information.
5. Transfer Connections:
When a call being transferred by one agent is answered by another agent, an indication of who is transfer-
ring the call is displayed. For example, XFR JONATHAN.
6. Talking notification:
While an agent is engaged in a call, the Calling Party Identification of the original incoming ACD call,
along with the number of calls waiting in the split queue, can be displayed by pressing the LOGON key.
For example, NATIONAL 17 is displayed prior to SHIPPING: 5. A display showing the amount of time in
queue is provided to the agent position when a call is assigned (ringing) and again when the call is an-
swered. For example, TIME IN Q: 9:17. The time shown is computed as the elapsed time since the caller
entered the ACD system and when it is answered (or started ringing). 
						

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CALLING PARTY IDENTIFICATION - ACD
7. If an incoming ACD call enters the system through a pilot number and the receiving agent uses a pilot
number to transfer the call to an agent in another split, the transferred call will be identified by the ID
associated with the latter pilot number. If an ID is not associated with the latter pilot number, the call will
be identified by the ID associated with the original pilot number. For example, an agent in Split A receives
a call via a pilot number with an associated ID of “SERVICE”, resulting in SERVICE being displayed at
the agent’s position. The agent uses a pilot number to transfer the call to Split B. Split B has an associated
ID of “PARTS”. The agent who receives the transferred call in Split B will have PARTS displayed at their
position. If an ID was not associated with the pilot number applied in the transfer, the agent in Split B will
have SERVICE displayed at their position. Refer to Pilot Numbers - ACD [P-40A] for related information.
OPERATING PROCEDURE
This feature is assigned through ACDPLT and ACDTG MAT commands.
SERVICE CONDITIONS
1. Pilot number ID takes precedence over incoming trunk gate and circuit ID when both are programmed.
2. If no special Calling Party Identification is chosen for a particular trunk, the PBX defaults is displayed.
3. Names displayed is limited to sixteen alphanumeric characters on D
term Series III. On Dterm S e r i e s  E , w h o l e
name (20 characters) is displayed.
4. The character display data for C.O. Line/Tie Line calls can be assigned on the basis of each trunk route.
5. The character display data for this service is assigned from the ACD MAT.
6. The Calling Party Identification is displayed for only four seconds; then, the default PBX display is shown.
7. Call type and circuit number of the incoming call may be displayed before Calling Party Identification
information.
PROGRAMMING
Assign the name for incoming call identification by following commands.
Step 1: ACDPLT - Assign name corresponding to the pilot number.
NAME: up to 20 characters
Step 2: ACDTG - Assign name corresponding to the route number.
NAME: up to 20 characters
Step 3: ACDSPL - Assign the name corresponding to the split.
NAME: up to 20 characters
Note 1:Since NAME programmed in ACDPLT and in ACDTG may be duplicated to display the trunk incoming call,
assign NAME in one of those two commands, and skip NAME parameter in the other command.
Note 2:When MIS is used, name corresponding to the pilot number and name corresponding to the split  are pro-
grammed from MIS terminal. 
						

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CALL CONTROL VECTOR - ACD
C-108A CALL CONTROL VECTOR - ACD
GENERAL DESCRIPTION
A Call Control Vector (CCV) is a series of steps that describe how an incoming ACD call is to be handled. A
CCV can consist of a maximum of 20 steps. Each step of a CCV is an instruction for handling the call at a
specific time. The steps may be programmed in any sequence (see Service Condition #1) and will be processed
in order until an agent answers the call.
When an incoming call is presented to the ACD system, it is processed according to the CCV specified for the
dialed pilot number (refer to Pilot Numbers - ACD [P-40A]). Thus, specifying different CCVs for different pilot
numbers can produce a variety of call handling patterns. Countless combinations of CCV steps are possible and
have been put together in very creative ways to solve complex call handling requirements.
A CCV is a timed sequence of events which control incoming ACD calls prior to their connection to an agent.
It is important to understand the timing of CCV instructions in order to construct CCVs which process calls at
the proper tempo. The following table shows how much time is used for each CCV instruction. Only after that
amount of time has passed, a caller will proceed to the next step in the CCV.
Call Control Vector Timing
CCV Step Action
(Alphabetical Order)takes this much time
Announcement wait until beginning of announcement or 30 seconds whichever comes first, 
then proceed to next instruction
Blank 0 seconds, next instruction processed immediately
Conditional Queue to Split 0 seconds, next instruction processed immediately
Dequeue from Split 0 seconds, next instruction processed immediately
Goto CCV X:Y wait 2 seconds, then proceed with CCV #X step #Y.
Hang Up 0 seconds, next instruction processed immediately
If Estimated Time to Answer 0 seconds, process first or second instruction immediately based on testing 
ETA
If Not Queued then Busy 0 seconds, busy tone provided immediately
If Not Queued then Goto X:Y wait 2 seconds, then proceed with CCV #X step #Y.
IVR Announcement wait 2 seconds, then proceed with IVR Announcement
IVRDN  0 seconds, next instruction processed immediately
New Priority 0 seconds, next instruction processed immediately
Pause X wait X seconds (1 to 999) then proceed with next instruction
Queue to Split 0 seconds, next instruction processed immediately
Ring Delay Wait 2 seconds, then proceed with Ring Delay
Skip Percent 0 seconds, first or second instruction processed immediately based on 
percentage
Transfer To If transfer succeeds, CCV processing is complete, otherwise wait 2 seconds 
and process next instruction.
Up Priority 0 seconds, next instruction processed immediately 
						

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CALL CONTROL VECTOR - ACD
A list of the available CCV instructions and their associated variables follows.
1. QUEUE TO SPLIT #n
This instruction directs a call to the specified split. The calling party will be connected to an  agent within
the split, if an agent is available. If an agent is not available to accept the call, the call will be placed in a
queue of calls waiting to be serviced by an agent at a priority level determined by the Pilot Number dialed.
If the target split’s queue is full, the call will be handled by the next step in the CCV. The next step could
provide alternate routing (refer to item #4).
A call can only be queued to four splits simultaneously. If a call encounters a Queue to Split instruction and
the call is already successfully queued to four splits, the call will be connected to an agent in  the target split,
if an agent is available. If an agent is not available, the call will not be placed in the queue for that split. The
call will be handled by the next step in the CCV.
When a Queue to Split instruction  points to a split that is in  Night Mode or is forwarded, the call  will  follow
the target split’s night routing of forward routing only if the call is not already in a queue. If the call is
already in a queue (or queues), the Queue to Split instruction will be ignored. The call will be handled by
the next step in the CCV.
2. CONDITIONAL QUEUE TO SPLIT #n
This instruction directs a call to the specified split. The split will not accept the call unless a predefined
condition (to be explained) is satisfied. If the condition is satisfied, the calling party will be connected to
an agent within the split, if an agent is available. If an agent is not available to accept the call, the call will
be placed in a queue of calls waiting to be serviced by an agent. If the condition is not satisfied, the call will
be handled by the next step in the CCV. The next step could provide alternate routing (refer to item #4).
The condition serves to control the traffic that the split will accept. The condition is a property of the split,
and is defined in the ACD database. There are three options for imposing a condition. The conditions  are
mutually exclusive; therefore, only one of the following three conditions can be selected.
a. Agents Available [minimum]
The ACD system will ascertain the number of available agents in the split at the time the call is pre-
sented. 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 agent. For example, if the minimum agent
threshold is set at “3”, then calls are connected if there are three or more available agents. If there are
two or fewer available agents, the call will be handled by the next step in the CCV.
b. Calls in Queue [maximum]
The ACD system will ascertain the number of calls in the split’s queue at the time the call is presented.
If the queue depth is less than the maximum specified, the call may be queued, or connected if agents
are available. For example, if the maximum queue depth is set at “3”, and there are fewer than three
calls in queue, calls will be queued, or connected to an available agent. If there are three  or more calls
in queue, the call will be handled by the next step in the CCV. 
						

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c. No Calls Accepted
The split will not accept any call that is directed to the split by a Conditional Queue to Split instruction.
The split will only accept calls that are presented through a Queue to Split instruction.
A call can only be queued to four splits, simultaneously. If a call encounters a Conditional Queue to Split
instruction and the call is already successfully queued to four splits, the call will be connected to an agent
in the target split, if an agent is available. If an agent is not available, the call will not be placed in the queue
for that split. The call will be handled by the next step in the CCV.
When a Conditional Queue to Split instruction points to a split that is either in Night Mode or forwarded,
the call will be handled by the next step in the CCV.
3. DEQUEUE #n
This instruction removes a call from a specified queue or from all the queues in which the call cur-
rently resides.
4. IF NOT QUEUED GOTO CCV #x STEP #y or BUSY
This instruction provides an alternate routing option if a call cannot be queued for one of the following
reasons.
a. The target split of a Queue to Split instruction has a full queue.
b. The target split of a Conditional Queue to Split instruction does not satisfy the preimposed condition.
c. The call is already successfully queued to four splits.
d. The target split of a Queue to Split instruction is in Night Mode or forwarded, and the call is already
queued to other split(s).
e. The target split of a Conditional Queue to Split instruction is in Night Mode or forwarded.
If none of the above reasons exists, then alternate routing is not implemented and the call will be handled
by the next step in the CCV.
If one of the above reasons exists, then alternate routing is implemented in one of the following manners.
a. If a CCV number and a step number are included in the If not Queued instruction, then processing will
continue at the specified CCV number and step number.
b. If a CCV number and a step number are not included in the If not Queued instruction, and the call is
not queued to other split(s), then busy tone will be returned to the calling party. The CCV processing
will be halted, and the calling party must hang up.
c. If a CCV number and a step number are not included in the If not Queued instruction, and the call is
queued to other split(s), then the call will be handled by the next step in the CCV.
The If not Queued, Goto or Busy instruction will be performed only if it follows a Queue to Split or a
Conditional Queue to Split instruction. If it does not follow one of the queuing instructions, the If not
Queued, Goto or Busy instruction will be ignored and the call will be handled by the next step in the CCV.
5. PAUSE #n
This instruction delays the processing of the CCV for the specified period of time. During that period of
time, the call will remain in the same state it was in when the Pause step was encountered. After the spec-
ified period of time has elapsed, the processing of the CCV will resume at the step which follows the Pause
step. 
						

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6. ANNOUNCEMENT #n
This instruction connects the caller to the beginning of the specified announcement.
Incoming callers with held parties cannot be connected to an announcement, although this will not affect
their CCV processing.
An announcement may be used in any CCV and announcements can be shared among splits.
Announcements can be used in any order and can be repeated as often as desired, although each should be
followed by a pause step with a pause time at least as long as the announcement.
7. GOTO CCV #x STEP #y
This instruction invokes a pause of two seconds before the processing of the CCV continues at the specified
step, in the specified CCV. The specified CCV can be the CCV that is currently handling the call, or it can
be a different CCV in the same tenant.
8. SKIP %
This instruction causes the next CCV step to be bypassed by a percentage of the calls that reach this step.
The indicated percentage of calls will skip the next step and continue immediately with the CCV step that
is two steps after the SKIP instruction. The remaining calls will not honor the SKIP instruction and will
process the next CCV step. Thus, the SKIP instruction acts as a filter to distribute calls, on a percentage
basis, between two consecutive steps in the CCV.
9. HANG UP
This instruction disconnects the call by breaking the station or trunk connection. CCV processing is
terminated after this instruction. The Hang Up step is designed to provide positive forward disconnect on
a supervised trunk circuit particularly after having heard an announcement. Station users who encounter a
Hang Up step while calling into an ACD pilot number may receive mixed results based on their exact call
scenario at the time as well as the PBX software level in use. The possible results include busy tone, reorder
tone or the inadvertent completion of a transfer. Because of these variations for station users the feature is
best described as “unpredictable” for stations and should be avoided if possible.
10. TRANSFER TO PBX #n
This instruction transfers the call to the specified Transfer Index Number (1-10). A Transfer Index Number
is associated with a telephone number; the telephone number can have a maximum of twenty-two digits.
The telephone number can be associated with an internal extension, an operator, a UCD group, voice mail,
an outside number via Least Cost Routing (LCR), or a system speed dial code. This instruction removes
the call from every queue in which it currently resides.
With the exception of transfers across CCIS, if the specified telephone number is not busy, this instruction
will complete the CCV call processing. If the specified telephone number is busy, CCV processing will
resume at the next step following a two-second delay. If the transfer is across CCIS, this instruction will
complete the CCV processing whether the specified telephone number is busy or not.
If the transfer is to a local UCD group with all members busy UCD queuing will not take place even if the
feature is enabled. The call will continue processing the CCV in an all-busy UCD group. 
						

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11. NEW PRIORITY #n
This instruction is used to change the current priority associated with a call to a different priority in all the
splits to which the call is currently queued. The priority that is specified in the instruction can be either
higher or lower than the present priority.
The variable associated with the instruction is a priority. If a call with a priority of “8” encounters the in-
struction “New Priority 15”, the call’s priority will change to “15” in all splits it is currently queued to.
12. UP PRIORITY #n
This instruction is used to change the current priority associated with a call to a higher priority in all the
splits where the call is currently queued.
The variable associated with the instruction is the amount by which to increment the priority. If a call with
priority of “14” encounters the instruction “Up Priority 4”, the call’s priority will change to “10”. A priority
of “10” is four levels higher than a priority of “14”.
13. BLANK
This instruction does not invoke any call processing action. The call will immediately  process the next step
with no delay.
The Blank instruction is used to simplify future modifications to a CCV. If a CCV is constructed without
Blank instructions, and new instructions are added to the CCV at a later time, then the changes could force
a major restructuring of the CCV. If a CCV is constructed with Blank instructions, and new instructions are
added to the CCV at a later time, then the new instructions can take the place of Blank instructions.
14. IVR ANNOUNCEMENT #n
This instruction will connect a caller to an IVR port for the purpose of playing a customized announcement.
The IVR equipment will be notified via an Infolink message which announcement has been requested (1
to 99) and which port was used for connection. It will be up to the IVR to speak the desired announcement
and inform the ACD when the announcement is complete.
15. IVR DN #n * Available since PBX software Series 7400 and ACD software Release 3.
Before this enhancement only one IVR can be used on a tenant basis.
A PBX directory number that enables the ACD to access a port on an Interactive Voice Response Unit
(IVR). Each IVR port should have a corresponding IVR directory number. All such numbers should be set
up on the PBX as members of a ICD group and can be accessed via the UCD pilot number. This UCD pilot
number should be entered as the IVR pilot number using the ACDTN command.
This step must be assigned before Item 10 “IVR Announcement #n”. If not, IVR announce step will be ex-
ecuted by the IVR port number programmed in ACDTN.
16. ETA Greater Than /  ETA Less  Than
This instruction checks all queues a caller is waiting in and determines the best estimated time to answer
(ETA). Using this ETA in a comparison with the parameter to the ETA > or ETA < instruction determines
whether the next CCV instruction should be skipped.
If result of ETA comparison is TRUE, next instruction is PROCESSED.
If result of ETA comparison is FALSE, next instruction is SKIPPED.