NEC Neax 2400 Imx Callcenterworx Enterprise Acd System Manual

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CALL CONTROL VECTOR - ACD
Imagine this small CCV example:
3. Queue to 1. this is the regular split queue
4. ETA Greater 120
5. Goto CCV step 8.
6. Queue to 3. this could be the standard overflow split
7. === End ===
8. Queue to 4. this could be the message center split
9. === End ===
If a caller is queued to Split 1 and finds that his ETA for that split is greater than 120 seconds (2 minutes)
then the call will goto Step 8 and will queue to Split 4, the message center. If the current ETA is less than
or equal to 120 seconds (ETA tests FALSE) then Step 5 will be skipped and the call will continue with Step
6 and queue to the standard overflow split.
* ETA less than 11 seconds will be considered as 0 second.
ETA steps should be used  with some amount of leeway since they can only be approximations  of an esti-
mated time to answer. Many events could occur to cause the ETA estimate to be incorrect by a considerable
amount of time.
QUEUE TO SPLIT #n (Item 1) or CONDITIONAL QUEUE TO SPLIT #n (Item 2) step must be assigned
before ETA Greater/Less step. When queuing to more than one split, ETA in the originally queued split is
compared with the threshold value of ETA Greater/Less step.
17. Split ETA > (Greater Than) /Split ETA < (Less Than) * Available since the PBX software Series 7400 and
the ACD software R3.
This instruction allows CCV processing to be decided based on the Estimated Time to Answer (ETA) for
a specified split, as opposed to being based on the ETA of a call in queue. It then compares that calculated
Split ETA with a specified number of seconds. If the greater than (>) or less than (
						

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19. END
This instruction terminates the processing of the CCV. The call remains in any queue or queues in which it
currently resides, and the caller will be connected to an agent when one is available.
The call processing in a CCV will terminate, without an End instruction, when the entire twenty steps of
the CCV have been executed. If the CCV has fewer than 20 instructions, the steps without instructions are
treated as Blank instructions.
OPERATING PROCEDURE
The desired Call Control Vectors are created through ACD MAT assignments.
SERVICE CONDITIONS
1. The programming of CCVs is not examined by the ACD system. It is the responsibility of the user to
provide a logical sequence of instructions, which produces the desired call handling, in every CCV.
2. An announcement is not guaranteed to be available from its beginning, when an Announcement instruction
is encountered. An additional Pause instruction may need to be programmed in order to provide proper
sequencing through the CCV. Refer to Announcements - ACD [A-80A] for additional information.
3. The If not Queued Goto or Busy instruction is applicable to DID & Tie type trunks. In the case of ringdown
trunks, ringback tone is controlled by the C.O.; therefore, busy tone cannot be given to the caller.
4. A “Transfer To” step in the CCV may send a caller off to any number within the number plan established
for the PBX system. It is not feasible to describe the exact operation of such a transfer to all possible
numbers under all possible conditions. Many of the cases are described below.
a. When the target is a UCD pilot number in the PBX: If a member of the UCD is available, the call will
be transferred. If there are no members available in the UCD, the call remains in the ACD side and
continues the CCV with the step following the “Transfer To”. The call will not queue to the UCD
group even if queuing in the UCD is enabled.
b. If the overflow destination is an ordinary station: If the station at the overflow destination is a member
station of a station hunting group:
c. If transfer service is set for the station at the overflow destination:
d. When the station at the target is busy, the Transfer-To instruction may be retried with a Goto
instruction.
e. When the station at the target is in make-busy state or lockout state, no transfer takes place.
f. If the overflow destination is an attendant console: Transfer is executed only when the attendant
console group is in Day mode, or when a night attendant console is provided and is in service during
Night mode.
g. No transfer will take place when the attendant console group is in Night mode and no night attendant
console is provided.
h. If the transfer target is an external line:
i. To designate the external line number for the overflow destination, an abbreviated code for SPEED
CALLING - SYSTEM [S-3] is used. 
						

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CALL CONTROL VECTOR - ACD
j. A maximum of 1000 abbreviated codes can be assigned for the ACD.
k. For selecting external routes, LCR can be used.
l. When an overflow has encountered all external trunks busy, it may be retried with a Goto instruction.
m. When an overflow has encountered all senders busy, it may be retried with a Goto instruction.
n. Once an ACD call has been connected to an external trunk, it may not be distributed to agent positions
at the overflow origination side even if the destination distant office happens to be busy.
o. Tandem connections which release on both the incoming route and the outgoing route cannot be
supervised and should be restricted by means of System Data programming.
p. A transfer to step will not be executed if it is programmed directly after an announcement step. A
Pause step, the length of the previous announcement must be programmed after the announcement.
PROGRAMMING
Refer to Assignment of ACD CCV Data in Chapter 7. 
						

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CALL WAITING LAMP WITH CHIME - ACD
C-110A CALL WAITING LAMP WITH CHIME - ACD
GENERAL DESCRIPTION
An optional chime is available, on a split-wide basis, as  a companion audio signal to the visual signals offered
by the CW lamp (Call Waiting). The CW lamp can be programmed to light or flash when a given quantity of
calls reside in a split queue. There are separate thresholds for lighting the lamp and for flashing the lamp. Refer
to Call Waiting Indication - LCD Display/CW Lamp - ACD [C-68A] for related information. If the chime is
selected, the chime will sound at each agent position which is in the Work mode at the time the CW lamp is lit,
and at the time the CW lamp begins to flash.
The chime is composed of two half-second beeps, which are separated by a half-second of silence.
OPERATING PROCEDURE
None
SERVICE CONDITIONS
1. The chime will sound only at a position where the agent is in Work mode.
2. The volume of the chime is controlled by the ringer volume switch on the D
term instrument.
3. The use of the chime is indicated through an ACD MAT command. The command data is on a split-wide
basis.
PROGRAMMING
ACDSPL -  Make the CW lamp with chime service available for each split.
780 Hz. tone 780 Hz. tone0.5 sec.
silence 
						

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CALL FORWARDING - SPLIT - ACD
C-127A CALL FORWARDING - SPLIT - ACD
GENERAL DESCRIPTION
This feature provides alternate routing for calls destined for a particular split. When split call forwarding is in
effect and a call attempts to queue for that split, the call is routed to a pilot number instead of being queued. At
this point, the call is handled by the Call Control Vector (CCV) associated with the new pilot number.
OPERATING PROCEDURE
1. The supervisor presses the NIGHT key while logged onto the ACD.
2.ENTER NIGHT/FWD? is displayed at the position. The individual enters the digit 0, a pilot number, and #.
3. At this  point, the split  goes into call forwarding, incoming calls are routed to the call forwarding  number
entered, and the NIGHT lamp flashes at all the positions in the split.
4. Split call forwarding may be  canceled by pressing the NIGHT key again. EXIT FWD? is displayed at the
position and the supervisor enters 1# to confirm.
5. At this point the split exits split call forwarding and the NIGHT lamp is extinguished at all the positions in
the split.
SERVICE CONDITIONS
1. Only pilot numbers may be used as the split call forwarding destination.
2. The pilot number used for split call forwarding may not contain a “*” or a “#”.
3. The pilot number for split call forwarding may invoke either a Week Schedule or a CCV.
4. The MIS is not informed when split call forwarding is activated.
5. When a split enters Night mode automatically using the MIS, split call forwarding is canceled.
6. When a call attempts to queue to a split using a Queue to Split instruction in a CCV and the split has call
forwarding activated, the new pilot number routing for the split is only followed if the split is the primary
split for the call. If the split is a secondary split, the Queue to Split instruction is ignored. A primary split
is the split specified in the first queuing instruction in a CCV. Splits specified in subsequent queuing
instructions in the CCV are referred to as secondary splits.
7. When a call attempts to queue to a split using the Conditional Queue to Split instruction in a CCV and the
split has call forwarding activated, the Conditional Queue to Split instruction is ignored.
8. When alternate routing is required by a split, night service may be used to provide a more static choice of
pilot numbers used for the new routing (see Night Service - ACD [N-12A] for additional information).
PROGRAMMING
Step 1: ACDCCV - Assign the pilot number of Night destination to the CCV 
						

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Step 2: ACDPLT - Designated the CCV for alternate route
Step 3: ARRC - Release the route restriction between the ACD line and the tie line. 
						

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CALL RECOVER - ACD
C-191A CALL RECOVER - ACD
GENERAL DESCRIPTION
The call recover  feature allows an ACD call to ring at  an ACD position  for  a preprogrammed length of time and
if unanswered the call will be directed to another available agent or replaced in all of the queues it was originally
in at the highest possible priority. If the call is requeued it will be the highest possible priority and will be
answered by the next available agent.
OPERATING PROCEDURE
1. An incoming ACD call rings at an agent’s position. The agent is either unavailable to answer the call or
chooses to not answer the call.
2. When the “Call Recover” timer expires the call is removed from the agent’s position. The agent’s position
is placed in a “Penalty Work” mode and the display will show CALL RECOVERED until a key is pressed.
3. The caller will be immediately directed to another available agent if one exists.
4. If there are no available agents the call will be replaced in all of the queues it was originally queued to at
the highest possible priority. The call will also continue to process the CCV beginning with the step where
it left off.
5. The call will be assigned to the next available agent.
SERVICE CONDITIONS
1. The time used for the Time In Queue display when the call is assigned for the second time will be the
cumulative time starting when the call first arrived at the ACD.
2. If a recovered call had been directed via the agent’s personal queue the call will be redirected according to
the Forward / Full CCV programmed for the agent’s logon ID.
PROGRAMMING
ACDSPL -  Assign the time for Call Recover activating.
Call Recover time (1-255) 
						

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CONNECTION DISPLAYS - ACD
C-199A CONNECTION DISPLAYS - ACD
GENERAL DESCRIPTION
This feature allows each agent to specify the exact sequence of displays to be delivered to the LCD display at
the time of an incoming ACD call connection. There are several displays available providing a variety of
information pertaining to the call being connected. Different styles of operation give rise to different needs
regarding what information is presented first. Now each agent can specify how much information they want and
in what order.
The setup for the custom connection displays is controlled by each agent through the entry of a special Tally-
Oh code designed for this purpose. By entering the proper codes and durations the agent can customize the
sequence and timing of the displays received when an incoming ACD call commences ringing at the agent
position and when the agent answers the call. Only one sequence is specified and the same set of displays will
be generated at time of ringing and answer.
The following table indicates which displays can be selected and the Display ID Code for each:
A maximum of five displays may be selected. A duration from 3 to 9 seconds is assigned to each display and is
specified using the setup Tally-Oh code. As an option, the final display can be set to display for the remainder
of the ACD call be entering a time of 0 seconds. A Tally-Oh code exists which can reset the permanent display
and allow the standard conversation timer to display.
Three Tally-Oh codes have been added to support the Connection Displays feature. These codes are available
to all ACD agent positions and cannot be restricted. The Connection Display sequence and timing is stored on
a per-agent-logon ID basis and will be retained from one logon session to the next as long as a Personal
Emergency Supervisor has not been specified for this agent. Those agents with an assigned Personal Emergency
Supervisor will need to setup their Connection Displays each time upon logging onto the system.
Connection Display Codes
Display ID Code Display Description
3 Time in queue (merged display)
4 Time in queue (stand-alone display)
5 Pilot number text (gate ID)
6 ANI digits received
7 Customer entered digits (via IVR)
8 Answering split name
9 Current queue depth and longest call time
10 thru 29 reserved 
						

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When using display code 3, time in queue merged display, the actual time in queue will be merged with the
previous display if possible. The previous display must be 11 characters or shorter for the merge to be allowed
(10 or shorter if the time in queue was over 10 minutes). For example, if the agent entered Tally “021-58-38#”
the request is to display the Pilot number text for eight seconds and merge the time in queue on the end of the
display. If the Pilot number text was “SALES” then the display would show “SALES 0:48” for eight seconds.
On the other hand, if the Pilot number text was “APPLICATIONS” (12 characters) then the first display would
be “APPLICATIONS” for eight seconds followed by “TIME IN Q 0:48” for eight seconds.
Use display code 4 to force the time in queue display to always be displayed alone, that is, not merged with the
previous display even when space permits.
Use a time code of zero seconds to indicate that the final display should remain on the display for the duration
of the ACD call. Tally-Oh code 021# can be entered at any time to reset the display to the default information.
For example, if the agent entered Tally “021-42-60#” the time in queue will be displayed (alone) for two seconds
(code 42) followed by the ANI digits being displayed for the remainder of the ACD call (code 60). All digits
beyond the permanent display will be ignored.
Connection Display Tally-Oh Codes
Code Format Description
021 021DS# -or- 021DDS#Setup the display sequence and timing for the current agent.
D = single-digit display code (3 thru 9)
DD = double-digit display code (10 thru 29)
S = number of seconds to display (3 thru 9 seconds, or 0 for 
permanent display)
The DS or DDS pairs may be repeated up to 5 times, the ‘#’ digit 
must follow the final entry. A very long entry might look like:
Tally+021-44-54-64-74-84# (pluses and minuses are not actually 
entered, they are shown here for visual separation only)
022 022#On-line help to show a series of 4-second displays describing the 
available displays codes.
023 023DS# -or- 023DDS#Demand display of the specified code.
D = single-digit display code (3 thru 9)
DD = double-digit display code (10 thru 29)
S = optional number of seconds to display (3 thru 9 seconds, default 
= 4) 
						

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SERVICE CONDITIONS
1. Connect displays are saved after logoff for each agent unless the agent is using a Personal Emergency
Supervisor. Those agents using Personal Emergency Supervisor must setup their connection displays each
time after logging onto the ACD system.
2. A maximum of five displays may be setup with each display being from three to nine seconds.
3. A permanent display (time code of zero seconds) must be the last display in the setup string. Any
subsequent codes entered will be ignored.
4. When more than five displays are coded only the first five will be displayed, the remaining entries will be
ignored.
5. The same display sequence and display timing is provided both when the agent position begins ringing with
an incoming ACD call as well as when the agent answers the incoming ACD call. The permanent display
is only supported after the agent answers the phone and will be provided as a nine-second display when
displayed during the ringing phase. This is a security feature so that potentially private numbers are not left
on display at an unoccupied position.
6. Even a permanent display will be automatically reset at the conclusion of the ACD call.
7. This feature is available to all agents via Tally-Oh codes. The feature itself cannot be restricted.
8. Display timing accuracy is limited to ±2 seconds from the time indicated for each display.
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 correspondind to the split are
programmed from MIS terminal.