NEC Neax 2400 Imx Callcenterworx Enterprise Acd System Manual

							CHAPTER 5 NDA-24282 (E)
Pag e 2 72
Revision 1.0
MULTI-SPLIT AGENT - ACD
The splits that an agent can handle are not based solely on the agent’s logon ID. A combination of three factors
determines which splits a specific agent, at a specific position, can handle. These factors and their associated
variables are:
1. The splits allowed by the agent’s logon ID, which can be a list of one to four/sixteen specific splits, or any
split.
2. The splits allowed by the position, which can be one specific split or any split.
3. The split mode allowed by the agent’s logon ID, which can be single-split or multi-split.
The ensuing paragraphs describe the scenarios associated with each possible combination of the three factors.
While examining these scenarios, it would be beneficial to reference Table 5-5. The table’s horizontal axis
describes the agent’s logon ID (split mode and allowed splits) and the vertical axis describes the position’s
allowed splits. The intersection presents the split mode in which the agent will operate and the split or splits the
agent will service (indicated with lower-case letters in parentheses).
The single-split mode scenarios will be examined first.
An agent, in single-split mode, whose logon ID lists one to four/sixteen allowable splits can log on to a position
with a single specified split (which matches one of the agent’s logon ID splits) or a position with any split
allowed. As an example, an agent’s logon ID specifies the splits 2, 5, 8 and 12. The agent can log on at a position
that specifies one of those splits (2, 5, 8 or 12). Alternatively, the agent can log on to a position that allows any
split. During the logon procedure, the splits in the logon ID list are displayed sequentially. The agent indicates
the single split of choice by entering 1#; entering # indicates that this is not the split of choice. The  agent’s split
defaults, such as the after-call mode and the answer mode, will be the defaults associated with the single split
that is chosen.
An agent, in single-split mode, whose logon ID permits any split can only logon at a position that permits a
single specified split. The agent will take calls from the single split and the agent’s split defaults will be the
defaults associated with that split.
An agent, in single-split mode, whose logon ID allows any split is not permitted to log on at a position that
allows any split. This combination would force the ACD system to begin to sequentially prompt the agent with
the name of every split in the system, until the agent selected the single split  in which they wish to work. This
is not an effective use of agents’ time.
The multi-split mode scenarios will now be examined.
An agent, in multi-split mode, is not permitted to have a logon ID which allows any split. This combination
would force the ACD system to begin to sequentially prompt the agent with the name of every split in the
system, until the agent selected the splits in which they wish to work. As in the previous case, this is not an
effective use of agents’ time.
If taken together, the last scenario of the single-split mode (an agent’s logon ID allows any split, the agent is not
permitted to log on at a position which allows any split), and the first scenario of the multi-split mode (an agent’s
logon ID which allows any split is not permitted), the following ACD condition is the result.  If an agent’s logon
ID allows any split, then the agent will automatically be put into single-split mode and will not be allowed to
log on at a position which allows any split. 
						

							NDA-24282 (E) CHAPTER 5
Page 273
Revision 1.0
MULTI-SPLIT AGENT - ACD
An agent, in multi-split mode, whose logon ID allows a list of specific splits can log on at a position that allows
a single specified split (where the split matches one of the allowed splits in the agent’s logon ID list) or at a
position that allows any split. In both cases, the agent will automatically be allowed to handle calls from every
split in the agent’s logon ID list. As an example, the agent’s logon ID list allows splits 2, 5 and 8. The agent logs
on at a position that allows Split 5. The agent will be allowed to handle calls from splits 2, 5 and 8. The same
agent logs on at a position that allows any split. The agent will be allowed to handle  calls from splits 2, 5 and 8.
The agent’s split defaults, such as the after-call mode and the answer mode, will be the defaults associated with
the agent’s logon ID attribute split. The attribute split is the first split in the list of allowable splits.
The 
CW lamp (Call Waiting), for an agent in multi-split mode, reflects the status of every split that the agent is
servicing. The 
CW lamp serves as a visual indication for changes in the depth of each split queue. Thresholds
for each split queue, based on the quantity of calls in the split queue, are programmed to force the 
CW lamp to
light or flash. There are two separate thresholds. Please refer to Call Waiting Indication - LCD Display/CW
Lamp - ACD [C-68A] for related information. Since the 
CW lamp is related to multiple splits, the lamp is used
to indicate the most “severe” case at any given time. For example, the 
CW lamp reflects the status of the first
split that has either reached a threshold, the first to reach a higher threshold (flashing), or  the status of the split
which has exceeded a threshold by the greatest amount of calls.
The 
NIGHT lamp, for an agent in multi-split mode, reflects the night mode of the attribute split. The agent is
allowed to put the attribute split into Night mode, or remove the attribute split from Night mode.
Table below summarizes the valid combinations of an agent’s split mode, the splits allowed to the agent, and
the splits allowed to the position. Recall that a logon ID which allows the agent to operate in multi-split mode
and service any split is not permitted. The intersection of the rows and columns presents the split mode in which
the agent will operate and the split or splits the agent will service (indicated with lower-case letters in
parentheses; (a), (b), (c), (d)).
Table 5-5  Valid Logon ID/Position Combinations
Agent’s Logon ID-ACDLOG
Split Mode - single split or multi split:MULTS=0/1
Allowed Splits - List (a, b, c, d) or Any Split:SPLIT
Position’s Allowed 
Splits-ACDPSNSingle-Split List
(a, b, c, d)Single-Split 
Any SplitMulti Split List
(a, b, c, d)
Single (a):SPLC=1 Single (a) Single (a) Multi (a, b, c, d)
Any:SPLC=0 Single (a, b, c, d) Not Allowed Multi (a, b, c, d) 
						

							CHAPTER 5 NDA-24282 (E)
Pag e 2 74
Revision 1.0
MULTI-SPLIT AGENT - ACD
The splits allowed to a position or an agent can be changed by using the ACD MAT, the MIS, or a Supervisor
Tally-Oh Code. These changes can be implemented while agents are logged on at positions. The impact on the
agent’s call handling and the agent’s ability to log on at the same position in the future are described by the two
general statements which follow.
1. If the changes to the splits allowed the position and/or the splits allowed the agent produce a situation which
is not a valid combination, the agent will be allowed to continue handling calls as before until the agent logs
off.
2. If the changes to the splits allowed the position and/or the splits allowed the agent produce a situation which
is not a valid combination, the agent will not be allowed to log on at the same position after the agent logs
off.
OPERATING PROCEDURE
This feature is implemented through ACD MAT assignments. The three critical areas which underpin the feature
are:
1. The split mode of the agent, which is part of the agent logon ID, is programmed on an agent basis.
2. The splits that an agent can service, which is part of the agent logon ID, is programmed on an agent basis.
3. The splits allowed at a position are programmed on a position basis.
PROGRAMMING
ACDLOG - 
SPLIT: Split no. which an agent belongs to (1-250)
four splits - when using PBX software R4~Series 7300 and ACD software R1, R2
sixteen splits - since PBX software Series 7400 and ACD software R3
PERFORMANCE: Priority order to handle ACD calls terminated to each split (1-99)
When the priority is not taken, assign all “1” here.
MULTI-SPLIT: Multi Split or Single Split 
						

							NDA-24282 (E) CHAPTER 5
Page 275
Revision 1.0
NIGHT SERVICE - ACD
N-12A NIGHT SERVICE - ACD
GENERAL DESCRIPTION
This feature provides alternate routing for calls destined for a particular split. When Night mode is in effect for
a split and a call attempts to queue to that split, the call is routed to a programmed pilot number (night pilot
number), used by the split, instead of being queued. At this point, the call is handled by the Call Control Vector
(CCV) of the new pilot number. Refer to Call Control Vector - ACD [C-108A] for related information. Night
mode is invoked manually by pressing the NIGHT key, or automatically by the MIS.
OPERATING PROCEDURE
[Manual Change-over]
Night Mode Engage:
1. The supervisor presses the NIGHT key while logged onto the ACD system.
2.ENTER NIGHT/FWD? is shown on the display and the agent presses 1# to confirm entering Night mode.
3. At this point, the split goes into Night mode, the NIGHT lamp is lit at all the positions in the split, and
incoming calls are routed to the night pilot number programmed from the ACD Screens.
Night Mode Cancel:
1. Night mode may be canceled by pressing the NIGHT key again. EXIT NIGHT? is shown on the display and
the agent presses 1# to confirm entering Day mode.
2. At this point, the split exits night service and the NIGHT lamp is extinguished at all the positions in the
split.
[Automatic Change-over]
Automatic change-over from Day mode to Night mode and vice versa is accomplished from the MIS system.
See the manual described on the MIS functions.
Note:MIS cannot change split from day to night mode when night pilot involves a week schedule.
SERVICE CONDITIONS
1. The pilot number used for Night mode cannot contain a “*” or a “#”.
2. The pilot number for Night mode may invoke either a Week Schedule or a CCV.
3. The NIGHT lamp shows the current night status regardless of whether the night status was changed
automatically or manually.
4. When a call attempts to queue to a split using a Queue to Split instruction in a CCV and the split is in Night
mode, the Night mode 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 skipped. 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. 
						

							CHAPTER 5 NDA-24282 (E)
Pag e 2 76
Revision 1.0
NIGHT SERVICE - ACD
5. When a call attempts to queue to a split using the Conditional Queue to Split instruction in a CCV and the
split is in Night mode, the Conditional Queue to Split instruction is skipped.
6. When alternate routing is required by a split, Call Forwarding - Split - ACD [C-127A] may be used to
provide a more dynamic choice of the pilot number used for the new routing.
7. When a split enters Night mode automatically, using the MIS, Call Forwarding - Split - ACD [C-127A] is
canceled.
8. For multi-split positions the NIGHT key activates night mode for the agent’s attribute split only. The
attribute split is the first split assigned for the agent’s logon ID. Refer to Multi-Split Agent - ACD [M-90A]
for related information.
PROGRAMMING
Step 1: ACDPLT - ALTERNATE NIGHT CCV:
INDEX: CCV index number to be routed in the night mode
STEP: CCV step number to be routed in the night mode
Step 2: ACDSPL - Assign the pilot number of the Night mode destination.
DIR NUMBER NIGHT:  5 digits maximum
Step 3: AKYD - Assign “Night” key to a supervisory position when DAY/NIGHT mode is changed over
by the supervisory position. 
						

							NDA-24282 (E) CHAPTER 5
Page 277
Revision 1.0
NON-ACD CALL - ACD
N-14A NON-ACD CALL - ACD
GENERAL DESCRIPTION
This feature allows agents and supervisors to receive calls from and place calls to other ports in the system (e.g.,
PBX stations, attendants, trunks). When and agent or supervisor position is called using their PBX directory
number, the call appears on the PBX line provided for that purpose. The same PBX line also permits agents and
supervisors to place outgoing calls.
OPERATING PROCEDURE
The operation to place and receive calls on the PBX line is like any other PBX line with all the associated
privileges and restrictions.
SERVICE CONDITIONS
1. The PBX line is not essential to ACD operation. Both agents and supervisors can operate without a PBX
line. Agents and supervisors would only lose the ability to place non-ACD calls.
2. Direct incoming calls to PBX lines are permitted. When a call is received, or placed, on a PBX line, it is
tagged as a non-ACD call by the MIS.
PROGRAMMING
Refer to Assignment of ACD Position Data in Chapter 7. 
						

							CHAPTER 5 NDA-24282 (E)
Pag e 2 78
Revision 1.0
OVERFLOW - ACD
O-10A OVERFLOW - ACD
GENERAL DESCRIPTION
This feature allows an ACD incoming call, which queues to a split for the predetermined period, queue to
another SPLIT automatically and simultaneously. The agents capable of attendance, ther earlier connection may
be achieved.
The overflow destination can be a split, extension, announcement, IVR, trunk, attendant console, etc. Overflow
- ACD feature indicates overflow to another split.
Operation Procedure
None
Service Conditions
1. When a call overflow to another split, the call is queued to the original split and the overflowed split
simultaneously. The overflowed call can be overflowed again to another split. Likewise a call can be queued
onto four (4) splits simultaneously. If simultaneous queuing is not required, a queue done by overflow can
be denied (de-queued) by the office data.
2. Simple overflow (by the predetermined period) and conditional overflow are available. You can choose
simple overflow, or one kind of conditional overflow by the office data. The applicable conditional
overflows are below:
 Queued call reaches the predetermined period and the number of queuing calls reaches the threshold (1-
99)
 Queued call reaches the predetermined period and the number of vacant agents becomes the threshold
(1-250)
3. When an ACD call (which is not an overflowed call) and an overflowed call are in queue, the call
termination priority can be assigned by office data. The system computes the priority of an ACD call (1-
250 determined by ACDPLT) and overflowed call (1-250 determined by the ACDCCV Up Priority
setting), the the prior party (the smaller priority number is given) to be terminated to the available agent. If
priority data for the calls are the same, the call termination by the FIFO orders. 
						

							NDA-24282 (E) CHAPTER 5
Page 279
Revision 1.0
OVERFLOW OUTSIDE - ACD
O-19A OVERFLOW OUTSIDE - ACD
GENERAL DESCRIPTION
This feature is provided by proper programming of Call Control Vectors, specifically using the “Transfer To”
instruction. See Call Control Vector - ACD [C-108A] for additional information. 
						

							CHAPTER 5 NDA-24282 (E)
Pag e 2 80
Revision 1.0
PRIORITY QUEUING - ACD
P-21A PRIORITY QUEUING - ACD
GENERAL DESCRIPTION
The ACD system supports 250 different queue priorities for every split. Priorities in a split queue are assigned
such that priority “1” calls have the highest priority and priority “250” calls have the lowest priority. Calls with
a higher priority will be serviced, in the order in which they were queued, before calls with a lower priority,
regardless of the waiting time of the calls with a lower priority.
A particular call’s priority is determined by the following factors:
1. Call origination (incoming trunk or internal station).
2. Call transfer (by attendant or station).
3. Pilot number dialed.
4. CCV priority change steps.
OPERATING PROCEDURE
When implementing a system which will use multiple priorities for incoming callers there are several important
concepts to keep in mind:
[HIGHEST PRIORITY CALLERS ALWAYS GO FIRST]
Callers with a higher priority are always serviced before those with lower priorities. As a result of this a low
priority call could remain in queue forever or at least as long as higher priority calls continue to arrive. This
situation can be rectified by proper CCV programming. After a low priority call has been in queue for some
amount of time a “New Priority” step in the CCV can change a call’s priority. It should be changed to something
at least as high as, if not higher than, the highest priority in use for other calls.
In this way a low priority caller is only penalized (kept at a low priority) for a certain amount of time after which
it will be treated similarly to the higher priority calls coming in.
[DETERMINING TRUNK CALLER PRIORITY]
The priority of an incoming trunk call is determined by checking two places.
 A priority assigned to the trunk group (route)
 A priority assigned to the pilot number dialed
The higher of these two priorities will be used for the call.
SERVICE CONDITIONS
Calls transferred into the ACD by PBX stations and calls transferred by attendants have the same priority. 
						

							NDA-24282 (E) CHAPTER 5
Page 281
Revision 1.0
PRIORITY QUEUING - ACD
PROGRAMMING
Step 1: ACDTG - Assign the priority order to each ACD route.
PRIORITY: Queue priority of ACD route (1-250) (1>250)
Step 2: ACDPLT - Assign the priority order for ACD calls terminated to each pilot number
TRUNK: Priority order of ACD calls from a trunk (1~250)
INTERNAL: Priority order of ACD calls from a station (1~250)
TRANSFER: Priority order of ACD calls to be transferred (1~250)