NEC Neax 2400 Imx Callcenterworx Enterprise Acd System Manual

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MONITORING - ACD SUPERVISOR - ACD
Barging in on the monitored call:
1. Set up the monitor function as described in the preceding section.
2. While the agent is engaged in a conversation on the ACD line and the supervisor is monitoring, the
supervisor may press the MON/BARGE key. The ACD system will respond by displaying the prompt
BARGE?. To barge, the supervisor enters 1#. A three-way conference connection is now established.
3. Intrusion tones are provided to both the agent and the calling party prior to the conference connection, and
the supervisor’s MON/BARGE lamp will wink.
4. At this time one of two things is likely to happen:
a. The supervisor may press the RELEASE key or the MON/BARGE key to terminate the conference
connection (barge) and return to the monitor connection.
b. The agent may press the RELEASE key and relinquish control of the call to the supervisor. In this case,
the supervisor will continue to talk to the incoming caller until the call is completed, either by the su-
pervisor pressing the RELEASE key or the MON/BARGE key, or by the caller releasing first. The su-
pervisor will then return to a monitor connection, either listening to the agent on a new call, or quiet
tone if there is no call.
SERVICE CONDITIONS
1. While monitoring or barging, the supervisor can display the identification of the original ACD call and the
queue depth by pressing the LOGON key. Please see Calling Party Identification - ACD [C-70A] for
additional information.
2. During three-party calls such as transfers and conferences, the supervisor will not be able to barge in, but
will continue monitoring the agent and one of the other two parties. The monitoring will be updated to
follow assist calls.
3. A supervisor can only monitor agents that are currently logged onto the ACD system. If a supervisor barges
into a monitored call, and the agent releases and logs off, the supervisor will return to the previous mode at
the completion of the call.
4. While monitoring an agent’s PBX (non-ACD) line, the supervisor cannot barge into the conversation.
Barges can only be done while monitoring ACD lines.
5. While the supervisor is monitoring, if the agent being monitored begins an emergency request, the
supervisor will be released. This allows the supervisor to answer the emergency if necessary.
6. When requesting an agent to monitor, if the agent is not logged on, is on an emergency call, or is being
monitored by another supervisor, the supervisor will be prompted again.
7. This feature is restricted to ACD positions. There is no capability to monitor voice connections, conducted
by non-ACD users, among the remaining (non ACD) station equipment connected to the switch. The intent
of this feature is to provide a secure, ACD-only, performance appraisal function.
8. If the agent places a call on hold or performs switch hook flash and is reconnected with the call, the
supervisory position will release from monitoring for a moment. But the system will automatically
reconnect the monitor again. 
						

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MONITORING - ACD SUPERVISOR - ACD
CAUTION:
The use of a monitoring device to eavesdrop may be illegal under certain circumstances and laws. Legal
advice should be sought before implementing any practice that monitors a 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
AKYD - Assign MON/BARGE function to a feature key. 
						

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MULTIPLE CUSTOMER GROUPS - ACD
M-29A MULTIPLE CUSTOMER GROUPS - ACD
GENERAL DESCRIPTION
The system can be arranged to independently service more than one ACD customer (tenant). Ideally all
components of the ACD system should be duplicated for each tenant but in reality some components can be
shared.
Using multiple tenants in an attempt to circumvent limitations imposed at a per-tenant level does not work since
too many components end up being shared. Tenant limitation exists for a reason often related to software design
considerations. Assigning a second tenant to take advantage of a tenant parameter may appear to work at first
but blending all the other components of a multi-tenant ACD can present several difficulties.
OPERATING PROCEDURE
No manual operation is required.
SERVICE CONDITIONS
1. Multiple tenants were designed to serve separate groups within one ACD system. Each group should have
separate telephone facilities, MIS systems and personnel.
2. Attempts to share resources will typically result in inaccurate statistics since calls which cross tenant
boundaries cannot be adequately tracked by either system.
PROGRAMMING
For consideration of the ACD tenant, see Assignment of ACD Tenant Data in Chapter 7.
Step 1: ASYD- Assign the tenant development table data.
Separate or Common Tenant Data table development for the respective commands.
0/1=Separate/Common 
Note:When data “1”is assigned, data must be assigned for Tenant 1 (TN=1) in the respective commands.
SYS1, INDEX92,
b
0: System Data-2 (“ASYD” command)
b
1: Special Access Code Data (“ASPA”,“AASP”,“AGSP” commands)
b
2: Numbering Plan Data (“ANPD”, “AANP”, “AGNP’ commands)
b
3: Station Data (“ASDT”, “AAST”, “AGST”, “ALDN”, “ASAT” commands)
b
4: Route Restriction Class Data (“ARSC” command)
b
5: Call Forwarding Restriction Data (“ACFR” command)
SYS1, INDEX93,
b
0: Service Feature Restriction class Data (“ASFC” command)
b
1: Call Forwarding Data (“ACFO” command)
b
2: TAS Data (“ATAS” command)
b
3: Speed Calling Data (“ASPD” command)
b
4: Route and Selection Translation Data (OG, Tandem) (“ASTP”, “AFRS” commands)
b
5: Route and Selection Translation Data (IC) (“ASTP”, “AFRS” commands) 
						

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b6: Maximum Necessary Digit Data (“AMND” command)
b
7: Announcement Equipment Data (“AAED” command)
SYS1, INDEX94,
b
0: Tenant Restriction Class Data (“ATNR” command)
b
1: EPN Facility Restriction Data (“AEFR” command)
b
2: Primary Call Restriction Data (“APCR” command)
b
3: Authorization Code Data (“AATC” command)
Step 2: ACDTN- Assign the ACD tenant data.
TN: ACD tenant (1-10)
NAME: Name corresponding to the ACD tenant data (max. 20 digits)
SPLITS: Maximum Split for Tenant (1-250)
DEFAULT LAUGUAGE
English
Japanese
Spanish
Italian
French
German
OPERATOR ACCESS CODE: Enter the operator access code programmed in the ASPA or
ASPAN
IVR PILOT NUMBER: Number to access IVR directory numbers used by ACD
OUTBOUND  ANSWER TIME: Time (in seconds) after which an outbound call is assumed to have
been answered.
AGENT PERSONAL QUEUE: Personal Announcement Number (0-58) or SPACE: feature not
used
PRIORITY: Priority to use for split queuing after overflow or call forwarding
(1 to 255) or
SPACE: feature not used.  
						

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MULTIPLE SUPERVISOR GROUPS (SPLITS) - ACD
M-79A MULTIPLE SUPERVISOR GROUPS (SPLITS) - ACD
GENERAL DESCRIPTION
Multiple supervisors can be grouped together to form a split when it is necessary for more than one supervisor
to serve a split of agents. Assistance and emergency requests can be routed to a split of supervisors, but a split
of supervisors does not normally receive incoming call traffic unless it has been programmed as a secondary
split to be queued to in a Call Control Vector (CCV). Refer to Call Control Vector - ACD [C-108A] for more
detailed information. All aspects of an agent split, such as call waiting indication and queuing, also apply to a
split of supervisors.
OPERATING PROCEDURE
For additional reading please see the note for “The Supervisor Concept” in Splits - ACD [S-91A].
SERVICE CONDITIONS
1. This feature is released since the PBX software Series 7400 and the ACD software R3.
2. Assistance and emergency calls with this feature can not be taken by the supervisor in Work Mode or Break
Mode (Assistance and emergency call to a individual supervisor can be taken by supervisors in those
modes).
3. The followings are differences between assistance/emergency requests to an individual supervisor and
those to a split of supervisors. See Assistance - ACD Agent - ACD [A-34A] and Emergency/Recorder -
ACD [E-6A] for more details,
4. CCV data programmed for a pilot number of a split of supervisors as the destination of Assistance call or
Emergency call is as follows. See Assignment of ACD CCV Data in Chapter 7.
 STEPn Queue Assign, Conditional Queue Assign, Goto
 STEPn+1 Pause (Valid for CCV data for Assistance only)
 STEPn+2 End CCV
5. Since DAY/NIGHT CLASS OF SERVICE [D-15] cannot be used for the split of supervisors, do not set the
data that ACD call excluding Assistance and Emergency calls terminated to the split directly.
6. When using dictation trunk for EMERGENCY/RECORDER, recording starts from the moment the call
terminates to the supervisory position (It is not recorded while the call is in queue).
Destination
ServiceIndividual Supervisor Split of Supervisor
Assistance-ACD Agent Assistance call terminates to PBX 
line for the supervisorAssistance call terminates to the 
pilot number of the split
Emergency/Recorder Emergency call can be distributed to 
the supervisor in Work Mode/Break 
Mode.Emergency call can not be 
distributed to the supervisor in Work 
Mode/Break Mode. 
						

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PROGRAMMING
Step 1: ACDSPL - Assign assistance and emergency request destinations per split.
ASSIST - pilot number of a split of supervisors
EMERGENCY - pilot number of a split of supervisors
Step 2: ACDLOG - Assign assistance and emergency request destinations per ID code.
ASSIST REQUEST - pilot number of a split of supervisors
EMERGENCY REQUEST -pilot number of a split of supervisors 
						

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MIS OPERATOR SELECTION - ACD
M-88A MIS OPERATOR SELECTION - ACD
GENERAL DESCRIPTION
This feature permits the selection of an access code for an operator, for an entire tenant. Certain MIS change
commands permit the operator to be selected as the destination when routing ACD calls.
In the extreme case where the ACD traffic has exhausted all available call records (too many simultaneous ACD
calls either connected or in queue) all new incoming ACD traffic will be diverted to the code specified for the
MIS Operator Selection. Once diverted the caller should be encouraged to call back at a later time when the
ACD system is not so congested.
OPERATING PROCEDURE
This feature is implemented through an ACD MAT command. The command data is on a tenant-wide basis.
PROGRAMMING
ACDTN - OPE NO: Operator access code (Maximum 5 digits) 
						

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MONITOR ME - ACD
M-89A MONITOR ME - ACD
GENERAL DESCRIPTION
During an ACD call, an agent can request to be monitored by a specific supervisor. When the agent presses the
ASSIST key or presses the TALLY key and dials 006#, a monitor request is sent to the designated supervisor.
Upon answering, the supervisor is in a silent monitor connection listening to the agent and the calling party.
The number (personal assist request number) associated with the supervisor is programmable for each agent.
The ASSIST key and the personal assist request number can be used for either the MONITOR ME feature or
the ASSISTANCE - ACD AGENT feature. The choice is made for each split. Regardless of which feature the
key and number are dedicated to, if an agent personal assist number and a split assist request number are both
defined, the personal assist request number will always be used. If an agent is in multi-split mode and a personal
assist request number is defined, the quantity of splits which have an assist request number defined is
meaningless; the personal assist request number will be applied. Please refer to Multi-Split Agent - ACD
[M-90A] for more information.
OPERATING PROCEDURE
The following example illustrates how the feature functions.
1. An agent is logged onto a position; the extension is 4281.
2. The agent requests to be monitored by pressing the ASSIST key.
3. While the supervisor’s position is being rung, the agent and the calling party remain connected and can
continue to converse.
4. The ASSIST lamp at the agent’s position is lit, and the display shows the individual supervisor’s name. An
example of the display is MONITOR JAMES.
5. When the destination supervisor is idle, the MON/BARGE lamp at the destination supervisor’s position is
lit and the display provides the extension of the agent who is requesting the monitor activity and the trunk
type and number to which the agent is connected. The display appears when the monitor request is ringing
and when it is answered.
6. The supervisor answers the request and begins monitoring the agent and the calling party.
7. The ASSIST lamp at the agent’s position starts to flash and the display changes to MONITOR ANSWERED.
8. At this  point, the supervisor is able to release the  call or to barge. The latter option results  in a three-way
call involving the supervisor, the agent, and the calling party. To initiate the barge, the supervisor presses
the MON/BARGE key; the ACD system responds with a BARGE? prompt. The supervisor can enter 1# to
affirm the barge, at which point the agent and calling party are sent an intrusion tone. The supervisor can
cancel the monitor activity by either pressing the MON/BARGE key or by entering #. 
						

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MONITOR ME - ACD
SERVICE CONDITIONS
1. This service requires the three-conference trunk.
2. During the barge (three-way conversation), any of the three parties may release themselves from the call;
the other two parties remain connected.
3. The monitor activity, which is silent, is automatically canceled if the agent transfers to another party.
4. If the connection between the calling party and the agent is terminated prior to the supervisor’s response to
the monitor request, the request is automatically canceled.
5. While the supervisory position handles the ACD call, the LCD display for the service indication for
“MONITOR ME” (see OPERATING PROCEDURE for details of indication) and the chime informs the
supervisory position with the request. On the LCD of agent position, “MONITOR BUSY” is displayed.
6. When the supervisory position is logged off or in BREAK mode, the service indication of “MONITOR
VACANT” or “MONITOR BREAK” is displayed on the agent position’s LCD at each time. However, the
supervisor can not find the service request via its LCD display.
CAUTION:The use of a monitoring device to eavesdrop may be illegal under certain circumstances and laws. Legal
advice should be sought before implementing any practice that monitors a 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 ACD line’s number of the supervisory position as the assistance call’s desti-
nation and the service activated with ASSIST key.
ASSIST: ACD line of the supervisory position
ASSIST Key or MONITOR ME
Step 2: AKYD - Apply “ASSIST” key to the function key.
KYN = 7 (as an example)
KYI = 1
FKY = 41 (ASSIST) 
						

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MULTI-SPLIT AGENT - ACD
M-90A MULTI-SPLIT AGENT - ACD
GENERAL DESCRIPTION
This feature allows an individual agent to handle calls from a maximum of four (ACDP software R1 or R2)/
sixteen splits (ACDP software R3). The agent’s logon ID is programmed to specify whether the agent is
permitted to handle calls from a single split (single-split mode) or from multiple splits (multi-split mode).
The agent’s logon ID is programmed to specify which splits the agent can service. The logon ID permits one to
four/sixteen specific splits to be listed, or access to any split to be indicated. If specific splits are listed, then a
priority (or preference level) is assigned to each split. There are 99 priority levels (1>99); splits can be assigned
the same level.
An agent who is servicing multiple splits will have calls assigned based on a two-level algorithm. The first level
of assignment is based on the priorities of the splits. Calls from the split with the highest priority will always be
connected before calls from splits with lower priorities. The second level of assignment is the amount of time
that the longest waiting call has been in queue. This level is only used if two or more splits have the same
priority. If splits have the same priority, then the call with the longest time in queue will always be connected
before calls that have spent less time in queue. The following examples, where an agent is servicing four queues,
illustrate the two-level algorithm. 
In this case, the call in Split 1 will be connected to the agent. Split 1 has the highest priority of the splits that the
agent is serving. Thus, the fact that Split 1 has the fewest calls and the call with the shortest time in queue is not
a consideration.
In this example, the next call that is connected to the agent will be the longest waiting call from Split 2. The split
with the highest priority, Split 1, does not have any calls in queue. Split 2 and Split 3 have the same (and next
highest) priority. Thus, the longest waiting call will be selected, and that call resides in Split 2 (60 seconds as
opposed to 35 seconds).
Table 5-3  Call Distribution Algorithm - I
SPLIT
NUMBERPRIORITY 
LEVELCALLS IN 
QUEUELONGEST 
WAITING CALL
1 1 1 15 seconds
2 2 4 45 seconds
3 2 7 20 seconds
4 3 3 50 seconds
Table 5-4   Call Distribution Algorithm - II
SPLIT
NUMBERPRIORITY 
LEVELCALLS IN 
QUEUELONGEST 
WAITING CALL
110
2 2 4 60 seconds
3 2 7 35 seconds
4 3 3 65 seconds