NEC Neax 2400 Imx Callcenterworx Enterprise Acd System Manual

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DO NOT DISTURB - SPLIT - ACD
D-133A DO NOT DISTURB - SPLIT - ACD
GENERAL DESCRIPTION
The Do Not Disturb feature disables queuing when there are no agents logged onto the split. When the last agent
logs off the split will be automatically placed in the Do Not Disturb mode. Although similar to Night Mode in
some respects this feature does not activate the NIGHT lamp. Incoming calls cannot queue to this split as long
as it is in the Do Not Disturb mode. As soon as an agent logs in the Do Not Disturb mode is cancelled and
queuing is enabled. See also Stranded Call Routing - ACD [S-108A] for how to process calls which were left
behind in queue when the last agent logs off.
If the Do Not Disturb mode is active any Call Control Vector (CCV) step that would cause a call to be queued
to the split is ignored. The CCV processing will continue until a queuing or transfer step is reached. Any Pause
and Announcement steps that are encountered, between the ignored queuing step and the subsequent  queuing/
transfer step, are also ignored.
After the call is queued to another split or transferred to a PBX number, the CCV processing will continue in a
normal fashion, with every Pause and Announcement step processed normally.
OPERATING PROCEDURE
The DO NOT DISTURB option is implemented through ACDSPL. The command data is on a split-wide basis.
The following example illustrates how the feature functions.
1. Split 5 has been programmed to be placed in  DO NOT DISTURB mode when agents are not logged onto
the split. There are no agents logged onto Split 5.
2. A call to an ACD pilot number processes the CCV shown above.
3. The Queue to Split 5 in Step 1 is ignored, because Split 5 is in DO NOT DISTURB mode.
4. The Pause in Step 2 is ignored because the call was not queued during Step 1.
5. Also the Announcement in Step 3 and the Pause in Step 4 will be ignored since the call was not queued.
6. The conditional Queue to Split 12 is processed. The conditions for queuing are satisfied, and the call is
queued to Split 12.
Do Not Disturb CCV Example
StepCCV INSTRUCTION
(CCVACT)D E TA I L  D ATA
(CCVACT DATA)
1. 10 (QUEUE TO SPLIT) 5
2. 1 (PAUSE) 15
3. 2 (ANNOUNCEMENT) 3
4. 1 (PAUSE) 22
5. 8 (CONDITIONAL QUEUE TO SPLIT) 12
6. 2 (ANNOUNCEMENT) 4 
						

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7. The processing of this CCV will continue from Step 6 in a normal fashion, with all Pause and
Announcement steps processed.
8. The first agent logs onto Split 5 and is in Work mode. A call to an ACD pilot number now enters the same
CCV. The call will queue to Split 5 even though the agent is not yet available. The caller will also perform
the pause from Step 2 and hear announcement 3 assuming the agent is not available.
SERVICE CONDITIONS
Both a Queue to Split and a Conditional Queue to Split instruction will be ignored if the target split is in DO
NOT DISTURB mode.
PROGRAMMING
ACDSPL -  Make Do Not Disturb - Split service available for each split. 
						

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EMERGENCY/RECORDER - ACD
E-6A EMERGENCY/RECORDER - ACD
GENERAL DESCRIPTION
In an emergency, this feature allows a conversation between an agent and an incoming ACD caller to be
recorded, using a customer-provided recording device, and simultaneously permits a monitor connection
between the ACD call and a supervisor. Activation of this feature, while on an ACD call, automatically places
a call to a pre-programmed number. This number can be any station in the PBX, an individual supervisor, or a
pilot  number for a split  of  supervisors. If the target  extension of the  emergency request  has  display capabilities,
then display information will accompany the call, identifying it as an emergency call.
OPERATING PROCEDURE
To place an emergency request:
The following example assumes that an emergency request is sent to the pilot number of a split of supervisors.
* The destination, the pilot number of a split of supervisors, is allowed since the PBX software Series 7400 and
the ACD software R3. For details, see Multiple Supervisor Groups (Splits) - ACD [M-79A].
1. While engaged in an ACD call, the agent presses the EMER key, the agent’s display shows EMERG [SUPV
PILOT#], and the associated lamp is lit. “SUPV A” is the name associated with the split of supervisors.
2. If no supervisor is available to take the call, a call waiting indication is provided to each supervisor position.
The first supervisor to respond will silently monitor the agent and the calling party.
3. Upon the assignment of the call, the supervisor’s display shows AGENT [EXT#], or if agent names are used,
EMERG [NAME].
4. When a supervisor answers, the agent’s display will show EMERG ANSWERED and the associated lamp
will wink. When the agent releases from the call, or the supervisor releases from the monitor, the agent’s
lamp will be extinguished.
5. The agent and the calling party are never disconnected while the supervisor’s position is ringing.
6. An emergency recorder is connected as soon as the supervisor starts ringing and is disconnected if the
supervisor joins the call in a three-way conference by pressing the MON/BARGE key. The recorder is also
disconnected if the supervisor releases from the monitor using the RELEASE key. 
Note
7. If the agent releases from the call while the call is being recorded, Reorder Tone is sent out to the ACD
trunk.
Queuing of emergency requests: Valid since the PBX software Series 7400 and the ACD software R3.
1. Emergency requests may be routed to a split of supervisors or an individual supervisor. In the case of a split
of supervisors, multiple emergency requests can be queued. Recording starts from the moment the ACD
call terminates to the supervisory position (not recorded while the call is in queue).
2. For emergency split queuing, to ensure the fastest processing, the only CCV steps that will be executed are
Queue to Split, Conditional Queue to Split, and Goto (the steps are followed by Pause, End CCV), and the
request will be queued at the highest priority. All other CCV steps will be ignored. 
						

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Note:
When the supervisor presses the MON/BARGE key, BARGE? is displayed. By pressing 1# a three-way
conference is established.
SERVICE CONDITIONS
1. This service requires the three-conference trunk.
2. During an emergency, either the agent or the supervisor can display the identification of the original ACD
call and the queue depth by pressing the LOGON key. Refer to Calling Party Identification - ACD [C-70A]
for additional information.
3. The directory number used for emergency requests may not contain a “*” or a “#”.
4. Supervisors are always rung in Manual Answer for the EMERGENCY/RECORDER feature, regardless of
their answer mode. This is to guard against unattended supervisor positions being left in Ready mode.
5. Supervisors may be members of a split when it is necessary for them to handle regular split calls. In this
case, emergency requests should be routed to one supervisor’s non-ACD line. However, the supervisor will
not be able to barge. Barge attempts are only allowed from the ACD line.
6. Emergency requests are only allowed while talking on an ACD line. Requests while on a non-ACD line
will be ignored.
7. Emergency requests are not allowed during an assist call.
8. If the emergency request is sent to an individual line and that line is busy, the agent’s display will show
EMERG BUSY and the emergency lamp will be turned off. The agent may try to send the emergency request
as many times as necessary during the call.
9. The supervisor’s monitor will not be updated for transfers or subsequent calls as in the Monitoring - ACD
Supervisor - ACD [M-28A] feature. At the completion of the emergency call, the supervisor will be
released.
10. If an agent presses the EMER key, while already being monitored by a supervisor for a non-emergency
situation, the supervisor will be released from the monitor and the emergency will continue as usual.
Emergency requests are not allowed during a supervisor’s three-way barge or any other three-way
connection in progress at the agent’s position.
11. Emergency requests cannot be routed to operators, or destinations over CCIS. Pilot numbers for group
hunts is available as the destination of Emergency requests call, but the request call is not hunted to the
other members.
12. The emergency recorder is customer-provided equipment. Typically, it is a dictation machine with remote
playback capabilities. This equipment is optional and all other feature operations work even if a recorder
is not provided.
13. Due to the emergency nature of the call, audible beeps are not provided to the parties even though the call
is being recorded. 
						

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EMERGENCY/RECORDER - ACD
14. The emergency call is still routed to the supervisor even if the recording equipment is not available. The
recording equipment must be idle at the beginning of the emergency call.
The recording equipment will not be connected in the middle of the emergency call if the equipment was
busy at the beginning of the emergency call and then subsequently became idle. One circuit is required as
an i7tween the emergency recorder and the PBX; this circuit can be Port 0 or Port 1 of an 8 COTBF or 16
COTBD circuit card or one circuit of a 8 TLTR circuit card.
15. When the trunks connecting the recording equipment are all busy, the trunk is not seized, but the emergency
call is still routed to the supervisor.
16. The playback controls of the recorder normally require DTMF signals.
17. Any trunk-side connectable recording device may be provided, but a device which has playback controls is
strongly recommended.
18. Most recording devices impose some mechanical delay before recording begins.
19. Even when the recording equipment is not available, reorder tone is sent out to the ACD trunk when the
agent is released.
20. The recording equipment can be shared among agent position splits, but it is recommended to prepare
several pieces of equipment per system.
21. For the agent position where MONITORING - ACD SUPERVISOR [M-28] is available, the directory
number used for emergency request can be programmed individually on each agent position.
22. Recording type number is assigned on an agent position split basis.
23. When Emergency requests is routed to an individual supervisor, the call is distributed to the supervisor in
Work Mode or Break Mode. While, Emergency call to a split of supervisors is not distributed to the
supervisors in those modes.
CAUTION:The use of a monitoring, recording or listening devices to eavesdrop, monitor or record telephone
conversations or other sound activities, whether or not contemporaneous with its transmission, may be
illegal under certain circumstances and laws. Legal advice should be sought before implementing any
practice that monitors or records any telephone conversation. Some federal and state laws require the
monitoring party to use beep tones, to notify all parties to the telephone conversation, or to obtain the
consent of all parties to the telephone conversation. Some of these laws incorporate strict penalties.
PROGRAMMING
Step 1: ACDSPL - Assign the destination of Emergency request call.
EMERGENCY The ACD line of a supervisory position/the pilot number of a split of supervisors
Step 2: ARTD - Assign the route class data for Emergency/Recording trunk.
CDN2: ONSG = 2 (PB), 60 msec. interval
CDN6: TCL = 4 (Tie Line/Announcement Trunk)
Step 3: ATRK and ALRTN- Assign the trunk data of COT used for interface with the recording machine.
When Paging Trunk is available, two circuits (0, 1) are required for connecting paging equipment. 
						

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Step 4: AADTN - Assign the related data of recording machine.
TYPE: 2 (Recording Trunk)
NO.: 1~5
RT: Route number for recording machine
TK: Trunk number for recording machine
Step 5: MBTK - Make the interface trunk (COT) idle.
Step  6: ARRC - Release the route restriction between the ACD route and the route for the recording machine.
Step 7: AKYD - Assign EMER key to a function key.
Note:When the destination of Emergency request call that is programmed in ACDSPL is busy, the request call is
not connected. In another word, this service is available for one agent only per split when the destination
is only one. For preventing the above-mentioned case, the destination of Personal Emergency Request call
(both the ACD line of a supervisory position and the pilot number of a split of supervisors are allowed) can
be programmed for each ID code in ACDLOG. 
						

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FUNCTION GROUPS (SPLITS) - ACD
F-10A FUNCTION GROUPS (SPLITS) - ACD
GENERAL DESCRIPTION
Please refer to Splits - ACD [S-91A] for a full description of how splits are used with this product. 
						

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FLEXIBLE ID CODES - ACD
F-25A FLEXIBLE ID CODES - ACD
GENERAL DESCRIPTION
ID codes are used by agents and supervisors to access the ACD system. A considerable amount of information
is programmed for each agent’s ID code and this information is used by the ACD system to determine which
calls the agent will be handling after logging in and which features the agent will have access to.
Some of the parameters programmed in ACDLOG for each logon ID are described in the table below.
For more details, see ACDLOG in Chapter 7.
Refer to Multi-Split Agent - ACD [M-90A] and Split Selection - ACD [S-98A] for information on how an ID
code determines the split.
OPERATING PROCEDURE
NoneLogon ID Characteristics
Logon ID: From 2 digits to 9 digits
LANG (Default Language): English
Japanese
Spanish
Italian
French
German
NAME (Agent Name): Specify a name for use in displays
SPLIT (Available Split or Splits to logon): Specify a maximum of 16 split Nos. (1-250)
PRIORITY: Priority for the split assigned in SPLIT (1-250) or Agent’s 
Preference level (1-99)
Multi-split Allowed: Allow or Restrict multiple simultaneous splits
Personal Pilot Number: Specify a directory number for Personal Queue
Personal Queue Depth: from 0 to 999 calls may be in queue
Personal Queue Forward CCV: Specify a CCV for alternate handling
Personal Queue Timeout: from 1 to 9999 seconds
Personal Queue Timeout CCV: Specify a CCV for alternate handling
Personal Queue Chime: Call Waiting in queue chime On or Off
Personal Assist: Specify destination for Assist
Personal Emergency: Specify destination for Emergency 
						

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SERVICE CONDITIONS
1. The maximum length for an ID code is nine digits, and only the digits “0” through “9” are allowed.
2. Leading zeros are permitted, but are not meaningful, in logon ID codes. For example, “0017” is acceptable;
however, this code is identical to the code “17”.
3. Each split determines whether ID codes are required for access to the ACD system.
4. An ID code can only be assigned once in the ACD system regardless of which tenant the ID code is used for.
5. An ID code can only be used in the tenant in which it is assigned.
6. An ID code can only be used at one position at any given time. Multiple logons with the same ID code are
not permitted.
PROGRAMMING
ACDLOG 
						

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HOLIDAY SCHEDULING - ACD
H-20A HOLIDAY SCHEDULING - ACD
GENERAL DESCRIPTION
Holidays may be programmed up to 365 days in advance. On a holiday, special call routing is in effect for up to
eight time-of-day changes. Three different holiday schedules, one of which is used on any particular holiday,
may be programmed for each tenant.
OPERATING PROCEDURE
See Time of Day/Week Routing - ACD [T-50A].
SERVICE CONDITIONS
1. Holiday schedule routing takes place only for those pilot numbers which route to week routing. If a pilot
number routes directly to a Call Control Vector (CCV), its routing is not affected on a holiday even if
holiday routing has been programmed.
2. All incoming ACD traffic must follow the same routing (CCV handling) on a holiday.
PROGRAMMING
Refer to Assignment of ACD Holiday Schedule in Chapter 7.