NEC Neax 2400 Imx Callcenterworx Enterprise Acd System Manual

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PILOT NUMBERS - ACD
P-40A PILOT NUMBERS - ACD
GENERAL DESCRIPTION
Pilot numbers are the access codes to ACD functions. They are programmed into the PBX-side database
according to the numbering plan in effect for the system. Pilot numbers do not correspond to any line
appearances, either physical or virtual, in the system. No physical equipment is required to assign a pilot
number.
Although pilot numbers are often thought of as ringing into a particular split, pilot numbers are associated with
a Call Control Vector (refer to Call Control Vector - ACD [C-108A]) which in turn controls the handling of the
ACD call. Since most Call Control Vectors will present a call to a split as one of their first functions, the pilot
numbers appear as if they are connecting the ACD call to a split.
An ID can be associated with a pilot number. This ID will be displayed at an agent’s position when the agent
accepts a call that entered the system via that pilot number. An example of this display is TECH SUPPORT.
Refer to Calling Party Identification - ACD [C-70A]” for related information.
If an incoming ACD call enters the system through a pilot number and the receiving agent uses a pilot number
to transfer the call to an agent in another split, the transferred call will be identified by the ID associated with
the former pilot number. If an ID is not associated with the former pilot number, the call will be identified by
the ID associated with the latter pilot number. For example, an agent in Split A receives a call via a pilot number
with an associated ID of “SERVICE”, resulting in SERVICE being displayed  at  the agent’s position. The agent
uses a pilot number to transfer the call to Split B. Split B has an associated ID of “PARTS”. The agent who
receives the transferred call in Split B will have PARTS n displayed at his position. If an ID was not associated
with the original pilot number, the agent in Split B will have PARTS displayed at his position.
SERVICE CONDITIONS
Only the digits “0” to “9” may be used (“*” and “#” are not allowed) with a minimum of two digits and a
maximum of five digits in each Pilot Number.
PROGRAMMING
Refer to Assignment of ACD Monitor Number in Chapter 7. 
						

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PERSONAL EMERGENCY AND ASSIST - ACD
P-45A PERSONAL EMERGENCY AND ASSIST - ACD
GENERAL DESCRIPTION
This feature allows an agent to have a designated individual supervisor’s number as the destination for an assist
request (personal assist request number) and a designated individual supervisor’s number as the destination for
an emergency request (personal emergency request number). If these personal numbers are defined for an agent,
then these numbers will be used instead of the emergency and assist numbers that are defined for a split. If these
personal numbers are not defined, then the request (emergency/assist) will be directed to the supervisor who was
designated for the split. In the latter case, the split is the split in which the agent received the call. This is true
for an agent working in single-split or multi-split mode. Please refer to Multi-Split Agent - ACD [M-90A] for
related information.
OPERATING PROCEDURE
For these examples, the agent’s name will be Molly and the supervisor’s name will  be Kathey.
To place a personal assistance request:
1. While on an ACD call, Molly at extension is 4302 presses the ASSIST key. The ASSIST lamp turns on and
ASSIST KATHEY is displayed on the agent’s position indicating whose supervisor position is  receiving the
call.
2. The ACD call is placed on hold and an automatic transfer to the designated supervisor is initiated.
3. The agent hears ringback tone and the supervisor’s position is rung.
4. The assistance call will connect on the supervisor’s ACD line and the supervisor’s position will display
either ASSIST MOLLY or ASSIST 4302, depending on whether the agent’s name is programmed with his or
her logon ID. Please refer to Flexible ID Codes - ACD [F-25A] for more information.
5. After consulting with the supervisor, one of three things may occur:
a. The agent may release from the call thereby completing the transfer of the ACD call to the supervisor.
b. The supervisor may release from the call. This will reconnect the agent and the ACD call.
c. The agent may press the CONF key and invoke a three-way conference between the supervisor,  the
agent and the ACD calling party.
6. When either the agent or the supervisor disconnects from the assistance call, the ASSIST lamps are
extinguished and the displays return to their original status.
To cancel a personal assistance request:
1. After initiating an assistance request and before being answered by the supervisor, the agent may cancel
the request by pressing the TRANSFER key.
2. The ASSIST lamp will be extinguished, the agent will be reconnected with the ACD call, and the display
will return to its original status. 
						

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PERSONAL EMERGENCY AND ASSIST - ACD
To place a personal emergency request:
1. While engaged in an ACD call, the agent presses the EMERGENCY key, the agent’s display shows EMR
KATHEY, and the associated lamp is lit.
2. The supervisor’s phone rings with the emergency displays shown below.
3. The supervisor will silently monitor the agent and the calling party.
4. The supervisor’s display shows EMR 4302 DDD 28, where 4302 is the agent position’s extension and DDD
28 is the trunk type and trunk circuit number to which the agent is connected.
5. When the supervisor answers, the agent’s display will show EMERG ANSWERED and the EMERGENCY
lamp will wink. When the agent releases from the call, or the supervisor releases from the monitor, the
agent’s lamp will be extinguished.
6. The agent and the calling party are never disconnected while the supervisor’s position is ringing.
7. An emergency recorder is connected as soon as the supervisor’s position answers 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.
To cancel a personal emergency request:
1. If the request is routed to an individual supervisor’s ACD or PBX line, the request can be canceled by
pressing the EMERGENCY key.
SERVICE CONDITIONS
1. The ASSIST key and the personal assist request number are dedicated to one of two features; either the key
and the number are used for the ASSIST feature or they are used for the Monitor Me - ACD [M-89A]
feature. The choice is indicated through an ACD MAT command on a split-wide basis.
2. When a Personal Emergency or Personal Assist call destination is a station which has Call Forward All,
Busy or Don’t Answer set the call will not be forwarded.
PROGRAMMING
Step 1: ACDLOG - Personal Assist Request number
Personal Emergency Request number
Step 2: ACDSPL -  ASSIST key or MONITOR ME 
						

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QUEUING - ACD
Q-1A QUEUING - ACD
GENERAL DESCRIPTION
There are two queues for every split. One queue contains a prioritized list of callers waiting to be connected to
agents and the other queue contains a list of agents waiting to be connected to callers starting with the agent who
has been ready the longest. A queue will be empty when there are no waiting callers or no waiting agents.
If agents are available to handle a call, the agent queue contains a list of the agents, starting with the highest
priority (preference level) agent who has been waiting the longest period of time for a call, and ending with the
lowest priority agent who has been waiting the shortest period of time for a call. Refer to Call Distribution to
Agents - ACD [C-35A] and Multi-Split Agent - ACD [M-90A] for related information.
If callers are waiting to be connected to agents, the call queue contains a list of the calls, starting with the highest
priority calls which have been  waiting the longest period of time to be connected to an agent, and ending with
the lowest priority calls which have been waiting the shortest period of time to be connected to an agent.
Callers may be suspended in queue while conducting certain voice transactions with IVR equipment. At this
time it is possible to have a (suspended) caller in the call queue while at the same time have available agents in
the agent queue.
There are two distinct ways to present a call to a split. Each way provides a different algorithm for connecting
the call to an agent or placing the call in queue.
1. Standard queuing:
Standard queuing always connects a call with an available agent or queues the call when an agent is not
available. Calls are queued according to their priority. The only limit to standard queuing is the split’s max-
imum depth. Upon finding the queue full, alternate routing may be invoked, if alternate routing has been
programmed. Please refer to the If not Queued, Goto or Busy instruction, under Call Control Vector - ACD
[C-108A], for additional information.
A split’s maximum queue depth may be specified in one of two ways:
 As an absolute number. This count defines the maximum number of callers who may wait in queue for
the split.
 As a percentage of the number of working agents. This percentage is specified in 5% increments from
5% to 1000%. Working agents are those agents in the Work Mode or on an ACD call. When the queue
depth is specified as a percentage of working agents the depth will change up and down as agents logon,
take breaks and logoff. There may be occasions when there are more calls in queue than the queue depth
might appear to permit. No new calls may queue until the current depth is reduced below the current
maximum allowed.
If the percentage is set to 150% and there are 18 agents working then the queue depth for that moment
will be set at 27.  
						

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QUEUING - ACD
2. Conditional queuing:
One of the two following conditions (programmed on a split-wide basis) will be checked before a call is
either connected to an agent or queued.
a. Minimum Agent Availability
The system will check for a minimum number of available agents before connecting the call. If the
number of available agents is greater than or equal to the minimum specified, the call is accepted and
connected to the longest-waiting available agent. For example, if the minimum agent threshold is set
at “3”, then calls are connected if there are three or more available agents. If there are two or fewer
available agents the call will be processed by the next step in the Call Control Vector (refer to “Call
Control Vector - ACD [C-108A]).
b. Maximum Queue Depth
The system will check for a maximum number of calls in the split’s queue, at the time the call is pre-
sented. If the queue depth is less than the maximum specified, the call may be queued or connected if
agents are available. For example, if the maximum queue depth is set at “3”, then calls are connected
if there are fewer than three calls in queue. If there are three or more calls in queue the call will be
processed by the next step in the Call Control Vector (refer to Call Control Vector - ACD [C-108A]).
A Call Control Vector (CCV), which is assigned to a Pilot Number, allows certain calls to queue to a split, and
specifies standard or conditional queuing. When conditional queuing is used, the type (condition) and threshold
must be selected for the split. A split may receive standard queuing calls from one CCV while receiving
conditional queuing calls from another CCV. Refer to Call Control Vector - ACD [C-108A] for related
information.
The following types of calls are permitted to queue to an ACD split when agents in the split are not available to
handle calls:
1. Calls to the C.O. trunk assigned to the ACD split.
2. A DID or Tie trunk call that dialed the Pilot Number associated with the split.
3. Automatic Ringdown Tie trunk terminations.
4. Calls transferred by the attendant.
5. Calls overflowed from other splits.
6. Calls forwarded by the split supervisor of another split. 
7. Calls transferred by PBX stations or ACD agents.
8. Calls transferred by Night mode.
9. Direct station calls.
OPERATING PROCEDURE
This feature is implemented through the programming of CCVs. 
						

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QUEUING - ACD
SERVICE CONDITIONS
1. Queuing Limitations:
a. An incoming ACD call can follow a set of instructions in the CCV, associated with the pilot number,
and encounter many different splits. If all the splits are busy, the call is allowed to queue to the first
four splits it encounters. Additional splits may be programmed in the CCV, but no queuing is permitted
if the splits are busy. A Dequeue instruction removes the call from one or all of the queues it currently
occupies. After dequeuing, additional splits may be programmed and queuing will take place.
b. A limited number of queue sports are available in the ACD system. If a call is queued to four different
splits, it has absorbed four queue spots. In the unlikely event that all the queue spots in the ACD system
are in use, the split queue will not accept additional calls even though its queue depth limit has not
been reached.
2. Queue Size Restrictions:
a. Queues are basically unlimited in size; however, a maximum queue depth may be specified when
designing the database. For example, a small split having only six agents should not allow 220 queued
calls. This would result in numerous abandoned calls. A maximum queue size of 15 would be more
appropriate for this particular split. Once full, additional calls would get busy tone or endless ringing,
depending on CCV programming. Each split’s queue is programmed with a maximum size which may
be an absolute number (1 to 700) or may be stated as a percentage of logged on agents (5% to 1000%).
b. The total number of all calls waiting in all queues combined with the total number of all calls currently
connected to agents is limited to the maximum number of Call Records. Refer to the ACD Job
Specification for the quantity of Call Records allocated for each ACD system.
3. Queue Timing Restrictions:
a. There is no limit on how long a call may remain in queue. There are ways of removing calls from
queues including the caller disconnecting, a successful transfer to a PBX number, a Dequeue
instruction in the CCV, or the call being answered by an agent from another queue. Encountering an
END instruction in a CCV does not remove the call from the queue.
PROGRAMMING
ACDSPL - Assign the maximum number of queued calls
1-700 calls
5% - 1000% (in increments of 5) 
						

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RELEASE - ACD POSITION - ACD
R-19A RELEASE - ACD POSITION - ACD
GENERAL DESCRIPTION
This feature allows an agent who is using a headset to release from a call by pressing the RELEASE key, rather
than for the other party to disconnect.
OPERATING PROCEDURE
1. While engaged in a call, the agent or supervisor presses the RELEASE key.
2. The calling party is immediately disconnected and the agent or supervisor becomes idle with after-call
availability set accordingly. Refer to Availability - ACD Position - ACD [A-37A] for related information.
PROGRAMMING
AKYD - Assign RELEASE function to a feature key. 
						

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RING DELAY - ACD
R-145A RING DELAY - ACD
GENERAL DESCRIPTION
This feature is programmed in a Call Control Vector (ACDCCV) using the Ring Delay step followed by a
parameter of from one to 15 seconds. Once a call has traversed a Ring Delay step then the ring delay feature will
be applied to that call when it ultimately connects to an agent.
The effect of the Ring Delay feature on a call is that once an agent has been selected to receive this call there
will be a delay in connection of up to 15 seconds. This delay is intentionally inserted to provide a window during
which a host computer could paint information on the agent’s screen which is pertinent to the call. The Host
Computer is allowed to shorten the Ring Delay cycle by sending an appropriate Infolink command to the ACD.
This message (IHx) will cause the call to immediately ring through to the agent’s position.
SERVICE CONDITIONS
1. The accuracy of the timing on the Ring Delay feature is +/- 2 seconds.
2. For a Ring Delay step in a CCV to be effective it must appear before the Queue To (Queue Assign or
Conditional Queue Assign) step, otherwise the Ring Delay step may not be reached if calls ring in and go
directly to a waiting agent.
3. When the agent position is turned into the Work Mode or Break Mode while on Ring Delay step, the
position goes in Work Mode or Break Mode after the communication ends as in the manner that the position
presses the WORK/BREAK key while handling the ACD call (The ACD call is terminated to the position
after Ring Delay step as normal processing).
4. When the call is distributed to execute more than one Ring Delay step, Ring Delay step which is
programmed the longest time will be executed.
5. While RING DELAY is executed, the MIS displays “READY”. The call abandoned during Ring Delay step
is counted as “Abandoned Call before Announcement”, “Abandoned Call after the First Announcement”,
or “Abandoned Call after the Second Announcement” in the static report.
PROGRAMMING
ACDCCV - 
CCV ACTION: Ring Delay
ARGUMENT: 1-15 seconds 
						

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SPLITS - ACD
S-91A SPLITS - ACD
GENERAL DESCRIPTION
A Split is a basic building block of a call center and is generally thought to consist of a group of agents
performing a similar task, a prioritized queue for incoming callers and possibly a supervisor position to oversee
the caller and agent activity within the split. The supervisor may have a sophisticated statistics program
available to monitor the caller and agent activity which will provide both realtime as well as historical
information.
Many features are provided on a per-split basis and applied equally to all agents in the split or all callers in the
split’s queue. Here is a brief summary of the features available for a split. Most of these are discussed in detail
on their respective pages and are included here for summary information only.
After ACD Call Mode
At the conclusion of each call an agent can be automatically either available or in wrap up mode depending on
this setting. Straightforward key presses at the agent instrument allows individual agents to override this feature
on a call-by-call basis.
Agent Queueing Options * Available since the PBX software Series 7400 and the ACD software R3.
An option exists where the agent’s preference levels can be checked in order to decide which agent should
receive the next incoming call. When preference levels are not being checked then the call will go to the longest
waiting agent. If preference levels are being checked then the agent with the highest preference level is  located
and if there are more than one with the same preference level then the longest waiting one will be assigned the
call.
The Agent preference level data for this feature is also used to decide the preference level of incoming ACD call
when using Multi-Split Agent - ACD [M-90A] (Preference levels 1 through 99 (1>99) can be programmed using
“PRIORITY” in ACDLOG command). Therefore, when Multi-Split Agent - ACD [M-90A] is used with this
feature, there are the following conditions.
a. if there are no ACD calls waiting in the queue:
Agent Queueing Options is available for the ACD call to be routed to the split where
Agent Queueing Options is effective (when multiple splits are allowed for Agent Queueing Options,
the agent may have different preference level for each split).
b. if there are ACD calls waiting to be queued in multiple splits:
the agent handles the ACD call followed by Multi-Split Agent - ACD function.
Analog Work Timeout
Analog positions within a split may utilize a different after-call-work timeout than digital station users.
Answer Mode
By default, agent phones may be setup for auto answer which provides zip tone and an automatic  connection or
manual answer in which case the agent’s position will ring and the incoming call should be answered in the
normal fashion. Straightforward key presses at the agent instrument allows individual agents to override this
feature on a call-by-call basis. 
						

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SPLITS - ACD
Assist Destination
A destination to receive calls when an agent presses the Assist Key can be specified for each split.
Auto Ready after PBX Call
A feature may be setup such that an agent’s position will be automatically replaced in the Ready Mode at the
conclusion of a call on their PBX line.
Auto Work with PBX Answer
ACD positions may be automatically placed in the Work Mode when an agent answers an incoming call on their
PBX line.
Auto Work with PBX Ringing
ACD positions may be automatically placed in the Work Mode when an incoming call begins to ring on their
PBX line.
Auto Work with PBX Dialing
ACD positions may be automatically placed in the Work Mode when an agent receives dial tone in order to place
an outgoing call on their PBX line.
Break Types
By simply pressing a digit ‘1’ through ‘9’ when entering the Break Mode the MIS systems can track more
closely how an agent’s time is being spent.
Call Recover Timer
After a call has been assigned to an agent’s position it is expected to be answered within a certain short period
of time. If the call is not answered it can be programmed to be recovered and placed back in queue. At this time
it will be connected immediately to another agent if one is available or will wait as the highest priority call to
be connected as soon as one is available.
Call Waiting Chime On
The Call Waiting feature includes an optional chime which sounds only at ACD positions which are in the Work
Mode at the moment the CW light turns on or begins flashing.
Call Waiting Threshold
The Call Waiting LED can be programmed to light when ‘X’ calls are in queue and begin flashing when there
are ‘Y’ calls in queue. The thresholds are programmed independently for each split.
Conditional Threshold
Certain splits may be programmed to only accept overflow calls from other splits only if certain thresholds have
not been exceeded. Either too many calls in queue or not enough available agents can prevent conditionally
queued incoming calls from reaching this split.