NEC Neax 2400 Imx Callcenterworx Enterprise Acd System Manual

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HOT SPLIT - ACD
H-31A HOT SPLIT - ACD
GENERAL DESCRIPTION
This feature was designed to accommodate “Automatic” agents of “Hot” agents. That is to say, agents who never
log on, never log off and never take breaks. As soon as the ACD is online these “agents” are automatically
logged on to the ACD and placed in the Ready Mode to take incoming calls. Actually, these agents are more
accurately described as “machines” because the feature was intended for use with answering machines, dictation
machines, voice mail machines, etc.
The feature is named “Hot Split” because all members of the split must be automatic agents. There cannot be a
mixture of standard agent positions and hot agent positions in the same split.
Due to the nature of the equipment expected to be used for this feature it was designed to accommodate only
analog station equipment, or TEC = 3 for those familiar with PBX database assignments. D
term stations in
particular cannot be used for members of a Hot Split. A member of a Hot Split is called a Hot Position.
OPERATING PROCEDURE
1. A Hot Position is idle and, therefore, in the Ready Mode. This station is the only assigned member of a
particular Hot Split. Let’s say it is an answering machine.
2. A call arrives to the Pilot Number for this Hot Split and immediately rings the Ready “agent”.
3. The “agent” (answering machine) automatically answers and does what answering machines do.
Meanwhile, another call arrives for the Hot Split and is placed in queue.
4. The Hot Split is programmed for 15 seconds of After Call Work Mode Timeout. This allows the answering
machine sufficient time to rewind or reset before the next call rings through.
5. The first caller hangs up. The “agent” enters After Call Work Mode for 15 seconds.
6. After 15 seconds the Hot Position is automatically placed in the Ready Mode and since a caller is waiting
in queue it immediately rings the position.
7. The Hot Position (answering machine) answers the next call.
SERVICE CONDITIONS
1. A Hot Position is allowed to go off-hook and originate outgoing calls. It will be placed in a Break Mode
for incoming ACD calls until it goes onhook.
2. Hot Positions are assumed to be in the Ready Mode upon ACD startup. If, in fact, the position is offhook
and busy the ACD will make only one attempt to connect a call and then, upon noticing its busy status, will
correctly mark the position as Unavailable and wait for its onhook. 
						

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PROGRAMMING
Step 1: ACDPSN
LINE NUMBERS = ACD and PBX are the same
ANALOG AGENT POSITION = No
Step 2: ACDSPL
HOT SPLIT = Yes 
						

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INFOLINK DATA MESSAGES - ACD
I-99A INFOLINK DATA MESSAGES - ACD
GENERAL DESCRIPTION
Infolink Data Messages provides a two-way communications link between the ACD and external computer
equipment. Typical examples of external computer equipment includes but is not limited to:
 Mini and Mainframe Host Computers (IBM, DEC, Honeywell, Borroughs, Hewlett Packard)
 Desktop Workstations (Sun, IBM, Hewlett Packard, DEC)
 Personal Computers (IBM, Compaq, Dell, Gateway, AST, et.al.)
 Interactive Voice Response (IVR) systems (Centigram, Periphonics, InterVoice, Syntellect)
The first three categories are obvious examples of computer equipment but what about the fourth? The Infolink
message set was specifically designed to support features which are best performed by IVR equipment in
addition to several obvious applications which can be done from a host computer. IVRs can provide customized
announcements, collect digits (account numbers, billing reference codes, etc.) from customers and provide voice
menuing, “Press ‘1’ for Sales, ‘2’ for Service or ‘3’ for Billing Inquiry”.
Three message sets have been designed for Infolink. External computers may use as little or as much of the data
from any of the three sets as needed in order to implement their application. Unnecessary messages may be
turned off to reduce transmission bandwidth. Just as there are many words which can be derived using the 26
letters of the alphabet there are also many applications which can be invented using the messages available in
the Infolink message sets. We can guess what some of the obvious applications might be but there is no way to
predict how far developers can go given the information available from Infolink.
Some of the possible applications which Infolink clients could perform include:
 Agent Screen Pop-Up
 Agent Screen Correlation and Screen Transfer
 Outbound Calling Campaigns
 Electronic Call Transfer
 Customized Announcements
 Host Directed Routing - Host Directed Priority Changes
 Customer Callback
 Predictive Dialing Enhancements
 Phone-In-A-Drawer
 Position In Queue Announcements
 Estimated Time To Answer Announcements
 Leave A Message vs. Stay In Queue Options 
						

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INFOLINK DATA MESSAGES - ACD
The following tables lay out the names of the messages currently available:
 Inbound Messages from Infolink Client to ACD
Tag Message Description
IA Dialed digits
IB Manage Call
IC Split Status/Caller Status Request
ID Announcement Request
IE Outbound Call Request
IF Route Call Request
IG Call Manipulation Request
IH State Change Request
IL Message Subscription
Outbound Messages from ACD to Infolink Client
Tag Message Description
IM ANI/DNIS Information
IN Port Release
IO Play Announcement
IP Split Status Notification
IQ Incoming Call Notification
IR Report IVR Dialed Digits
IS Agent Ringing
IT Agent Answer
IU Call Disconnect
IV Call Transfer
IW Agent State Change
IX Party Acknowledgment
IY Sequence Acknowledgment
IZ Outbound Call Disposition 
						

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OPERATING PROCEDURE
Depending on the usage of each application.
SERVICE CONDITIONS
1. Each feature is defined by the detail specification of each application.
2. Lower layer protocol of Infolink supports TCP/IP + DIX Ethernet Version 2.
3. Infolink Data Messages are provided to the ACD tenant programmed in ACDTN.
4. Two-way communications link is provided simultaneously.
5. One link controls one ACD tenant.
6. OAI transmission is also provided via the same link.
7. An IVR equipment may be accommodated per ACD tenant.
PROGRAMMING
Step 1: ASDT
TN: Tenant number (1-10)
STN: Station number of the IVR (maximum 5 digits)
TEC: 1-4
Step 2: ASHU
Assign the UCD group organized by the station number accommodates the IVR port
Step 3: ACDTN
IVR PILOT NUMBER : IVR Pilot number for UCD service programmed in ASHU
: Outbound Answer Timer (0-60 sec.)
Step 4: ACDIVR - Assign the desired IVR port number for all station numbers to access IVR programmed
in ASDT
DIRECTORY NUMBER:IVR station number programmed in ASDT
PORT: IVR port number (1-255)
Step 5: ACDCCV - when IVR announcement service is provided. 
Note 1
ACTION: IVR ANNOUNCEMENT: Note 2
ARGUMENT: IVR announcement equipment number (1-99) Note 3
Announcement ID for announcement order via Infolink to the IVR
Note 1:When this command data has already been programmed for OAI features, it is not necessary to program
the data again.
Note 2:It is not necessary to program a Pause step after the IVR Announcement.
Note 3:The announcement number varies depending on each IVR Specifications. 
						

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LOGON/LOGOFF POSITION - ACD
L-19A LOGON/LOGOFF POSITION - ACD
GENERAL DESCRIPTION
Access to the ACD system is controlled either with or without logon ID codes. A logon ID code is used to
identify individual agents or supervisors, to the ACD, for statistics gathering purposes. An agent is only
permitted to be logged onto the system at one position at a time. Flexible ID Codes can be employed to log onto
the ACD system. Refer to Flexible ID Codes - ACD [F-25A] for related information.
OPERATING PROCEDURE
Logon Procedure:
This procedure varies depending on whether or not logon ID codes are used. The cases are described separately.
1. When logon ID codes are used:
a. The display shows VACANT.
b. The agent presses the LOGON key. The display shows LOGON ID?.
c. The agent enters a logon ID code, using the DTMF keypad, and presses the “#” key after the logon ID
code is entered.
d. If an invalid logon ID code is entered, the display returns to LOGON ID? and the agent must enter a
correct logon ID.
e. If the entered logon ID code is currently in use, the display briefly shows ID IN USE and then returns
to LOGON ID?.
f. If a valid logon ID code is entered, the LOGON lamp is lit, a greeting is provided, and the split the
user logged onto is displayed.
g. The console is placed in the Work mode with the Manual/Auto answer mode set to the split’s default.
h. The WORK key must be pressed before the agent can begin taking calls.
2. When logon ID codes are not used:
a. The display shows VAC A N T.
b. The agent presses the LOGON key; the LOGON lamp is turned on, a greeting is provided, and the split
the user logged onto is displayed.
c. The console is placed in the Work mode with the Manual/Auto answer mode set to the split’s default.
d. The WORK key must be pressed before the agent can begin taking calls.
Logoff Procedure (with or without ID codes):
1. The agent or supervisor may log off the system while in Break mode, Work mode, or while ready to take
calls.
2. The agent presses the LOGON key at this time. Several displays will cycle on the display for four seconds
each:
a. A farewell greeting; for example, GOODBYE RENEE. 
						

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b. The time since logon in hours, minutes, and seconds; for example, SHIFT 6:38:08.
c. The number of incoming calls handled; for example, ACD CALLS 138.
d. If any calls were handled, the average time spent with each call in minutes and seconds; for example,
AVG TALK 1:30.
e. The cumulative amount of time spent in Work mode during the shift in hours, minutes, and seconds;
for example, WORK 2:07:25.
f. The cumulative amount of time spent in Break mode during the shift in hours, minutes, and seconds;
for example, BREAK 1:02:41.
g. Finally, the display shows VAC A N T.
SERVICE CONDITIONS
1. When a vacant position displays R.I.P. (Reset In Progress), it indicates that the system is unable to
communicate with the telephone instrument. If the LOGON key is pressed and the connection is
established, the display will show VAC A N T within five seconds. If the connection cannot be established,
R.I.P. will continue to be displayed.
PROGRAMMING
[When ID code is used]
Step 1: ACDSPL - Set the ID code is required to logon for each split.
Step 2: ACDLOG - Assign the ID code to logon
LOGON ID: (9 digits maximum)
Note:“0” is not recognized as the first digit.
AGENT NAME: Logon ID name (14 characters at the maximum)
ABBR NAME: Abbreviated ID code name (5 digits maximum)
[When ID code is not used]
Step 1: ACDSPL - Set the ID code is not necessary to logon for each split. 
						

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LANGUAGE DEFAULT - ACD
L-48A LANGUAGE DEFAULT - ACD
GENERAL DESCRIPTION
This feature allows the selection of a language, applicable to an entire tenant, for use in messages displayed at
positions where an agent is not logged onto the ACD system. The following are examples of messages that will
appear in the selected language:
1. The VAC A N T message, displayed when an agent is not logged on at the position;
2. The messages used during the logon procedure, such as LOGON ID?, (if logon ID codes are used);
3. The messages giving split information (name, queue depth, time of longest waiting call) that are displayed
at a vacant position when the agent presses the AUTO/MAN key.
OPERATING PROCEDURE
None
This feature is implemented through an ACD MAT command. The command data is on a tenant-wide basis.
PROGRAMMING
ACDTN 
DEFAULT LANGUAGE: English
Japanese
Spanish
Italian
French
German 
						

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LOGOFF WARNING - ACD
L-92A LOGOFF WARNING - ACD
GENERAL DESCRIPTION
This feature is programmed on a per-split basis via the ACDSPL MAT command. When a split is marked for
Logoff Warning agents will receive the display “LOGOFF WARNING” for a few seconds if they try to logoff
while there are still calls in queue. In order to actually logoff the agent must press the Logoff Key a second time
after having received the warning message. In other words, the warning message is intended to encourage the
agent to continue taking phone calls and, in fact, the agent remains logged on if the key is pressed only one time.
A value is set for the Logoff Warning feature from 1 to 9 or ALL. The value 1~9 describes the maximum number
of agents still logged onto the split when the warning is given. If the setting is at 5 then only the last five agents
to logoff from the split will be given the warning message.
The “LOGOFF WARNING” display is shown only when the number of callers waiting in queue for the agent’s
split is greater than or equal to the number of agents still logged on in addition to the value set for Logoff
Warning. That is, if the setting is at 5 and there are five agents logged on but only three calls are in queue then
an agent will be allowed to logoff and will not receive the warning message. In fact, two agents may logoff and
neither will receive the message. However, when there are only three agents remaining and three calls in queue,
if one of those agents attempts to logoff the warning will be provided.
SERVICE CONDITIONS
1. For multi-split agents the logoff warning is calculated for each split that the agent is a member. If any split
falls into the logoff with warning threshold then the warning will be provided and the agent’s logoff will be
restricted. No indication is given as to which split or splits has remaining calls to be answered.
2. When an agent wishes to logoff when Logoff Warning is enabled it will be required that the agent press the
LOGON/LOGOFF KEY two times in succession (no intervening keypresses) and that there must be at least
a 2 second pause between the two keypresses.
This should ensure that the agent was given an opportunity to see the “LOGOFF WARNING” display and
has chosen to ignore it and logoff anyway.
PROGRAMMING
ACDSPL - 
LOGOFF WARNING CRITERIA: Assign the threshold value (necessary number of agents logged onto the
split) for LOGOFF WARNING.
0 = LOGOFF WARNING is out of service
1-9 = Maximum number of agents to be logged on
ALL = Number of agents equal to or less than the number of calls in queue 
						

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MONITORING - ACD SUPERVISOR - ACD
M-28A MONITORING - ACD SUPERVISOR - ACD
GENERAL DESCRIPTION
This feature allows the supervisor to select an agent position and to monitor the calls on both the ACD line and
the non-ACD line at that position. The agent and calling party are not aware that  their call is being monitored.
As the agent concludes one call and begins another, switches from one line to another, or transfers, the
supervisor’s monitor is applied to the current call. If both lines are idle when the monitoring is established, the
supervisor will hear quiet tone until the agent either answers a call on one of the lines or places a call from the
non-ACD line. At that time, the supervisor will be able to hear both parties.
OPERATING PROCEDURE
Monitoring an agent’s position:
1. While in Work mode, Break mode, or Ready mode, the supervisor presses the MON/BARGE key and the
display shows MONITOR NUMBER?.
2. The supervisor enters either the ID code of the agent or a “0” followed by the extension number of the
position the supervisor wishes to monitor and “#”. For example, to monitor the agent whose ID code is
“101” and who is at extension “4301”, the supervisor presses either 101# or 04301#. Either a PBX or ACD
extension can be used.
3. If the ID code or extension number is valid and the agent has a call in progress on either line, the MON/
BARGE lamp will flash and the supervisor will hear a Zip Tone before silently listening in on the agent’s
call.
4. If no ACD call is in progress, the MON/BARGE lamp will be steadily lit and the supervisor will hear
nothing.
5. As calls are handled by the agent, the supervisor will alternate between the two states described previously.
6. If the agent transfers to a third party, the supervisor will hear the conversation between the agent and the
third party. When the agent returns to the original caller, the supervisor will again hear the agent and the
original caller.
7. While monitoring a conversation, the monitor function is terminated either by releasing or by pressing the
MON/BARGE key. The ACD system will respond by displaying the prompt BARGE? (
Note 1). To barge,
the supervisor enters 1#. To exit from the monitor mode and return to the previous mode, the supervisor
enters # or presses the MON/BARGE key again.
8. While listening the quiet tone, the monitor function is terminated by pressing the MON/BARGE key once.
Note:To use this feature, the supervisor must be off-hook and must not use the SPEAKER key of a Dterm to monitor
an agent. If the SPEAKER key is used, the SPEAKER lamp on the supervisor’s Dterm is extinguished when
the call is released by either the agent or the ACD calling party. If the supervisor presses the SPEAKER
key before another call is routed to that agent, monitoring will continue. If the agent receives another call
before the supervisor’s SPEAKER key is pressed, the monitor function is terminated.
Note 1:After supervisor presses 1 # A, three-party conference is established.