NEC Neax 2400 Imx Callcenterworx Enterprise Acd System Manual

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SPLITS - ACD
Do Not Disturb Mode
When a split is unstaffed it operates in a Do Not Disturb Mode. Calls may be either allowed or restricted from
queueing during this mode.
Emergency Destination
A destination to receive calls when an agent presses the Emergency Key can be specified for each split.
Emergency Recorder
A recording device can be specified to record calls in the event of an emergency. The agent must operate the
Emergency Key before a call can be recorded.
Headset Jack Out Mode
When an agent’s headset jack is removed from the telephone this can either automatically log the agent out or
place the agent in break mode. Additionally the agent will have keys available to effect either of these conditions
as well.
Hot Split
When a split is specified as a Hot Split then all ACD positions which are programmed for that split are
automatically logged on when the ACD is initialized. This is most useful for ports which are typically staffed
with machines like dictation equipment, answering machines, voice mail, etc.
Logoff Warning * Available since the PBX software Series 7400 and the ACD software R3.
When logoff warning feature is enabled agents will receive a visual display and their logoff key will be ignored
(one key press only is ignored) if an agent attempts to logoff while there are still calls in queue.
Logon ID
Agents are expected to use a logon ID to gain access to an ACD position. It is via this ID that the ACD becomes
aware of what kind of calls should be assigned to this position.
Queue depth
The number of calls waiting to be answered in a split’s queue can be limited as an absolute value or as a
percentage based on the number of agents logged in and working. Of course the limits can be set to such a level
as to be virtually unlimited.
Monitor Me Destination
A destination to receive calls when an agent dials the Monitor Me code can be specified for each split. A
supervisor is alerted to the agent’s request for monitoring and should commence a silent monitor to that station.
Night Destination
A destination pilot number can be specified to receive incoming ACD calls when a split goes to Night Mode. 
						

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SPLITS - ACD
Stranded Calls CCV
If there are calls remaining in queue even after the last agent has logged off they will be forwarded automatically
to the Stranded Calls CCV if on has been specified.
Tally Code Required* Available since the PBX software Series 7400 and the ACD software R3 .
When per-call tally is enabled an agent is required to enter a tally code for each ACD call received before a new
call will be assigned. The tally code may be entered either during the call or during the wrap up mode.
Work Mode Restriction
The ability for agents to selectively enter the work mode can be restricted. In  such  an environment agents will
normally be forced to take one incoming call after another or enter the break mode.
Work Mode Timeout
The amount of time allocated for after call work mode wrap up can be set for each split. At the conclusion of
that time period the agent will be automatically placed in the ready mode in order to receive a new incoming
ACD call.
By properly assigning these features each split can customize the method of operation to suit the needs of the
agents and clients. Additionally, it may be advantageous for an agent to be a member of multiple splits at one
time. Please refer to Multi-Split Agent - ACD [M-90A] for additional information.
The Supervisor Concept
The concept of a supervisor or a supervisor position has no formal definition within this ACD. Some of the
traditional ideas of a supervisor are described below and in all cases these features or attributes may be applied
to any agent or agent position.
Can utilize the Performance Appraisal/Silent Monitor feature.
This feature is activated through the use of the MON/BARGE key and is available to any agent position
equipped with such a key. It is not hard to imagine an environment where a senior agent may be responsible for
doing some of the performance appraisals but not be considered the “Supervisor”. Every position may be
equipped with a MON/BARGE key.
Has access to the Realtime and Historical Report MIS Information.
This capability is provided by external computer (PC) equipment. It is a management decision that determines
who will be provided with such computer equipment. We would expect most “Supervisors” to have access but
certainly other individuals may have a need for such information as well.
SERVICE CONDITIONS
Every position in the ACD may be a member of the same split.
PROGRAMMING
Refer to Assignment of ACD Split Data in Chapter 7. 
						

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SPLIT DISPLAY - ACD POSITION - ACD
S-97A SPLIT DISPLAY - ACD POSITION - ACD
GENERAL DESCRIPTION
The name of the split that a position belongs to can be displayed while the position is in Vacant mode. This
maintenance feature helps the user determine which positions belong to which splits.
OPERATING PROCEDURE
1. While the position is Vacant, press the AUTO/MAN key or the WORK key.
2. Two four-second displays will follow each other providing some brief statistics  pertaining to the split this
position belong to.
 the current queue depth and wait time of the longest caller is displayed first:
Q = 1 WAIT = 4:38
 the name of the split and an estimated time to answer (ETA) for a call just arriving is shown second: 
SALES: 5:45
3. The display returns to VAC A N T.
SERVICE CONDITIONS
1. This feature is only available when the position is unoccupied.
2. The agent’s display will show SPLIT: ANY if the position is programmed as an any split position and an
attempt is made to use this feature.
PROGRAMMING
None 
						

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SPLIT SELECTION - ACD
S-98A SPLIT SELECTION - ACD
GENERAL DESCRIPTION
Split selection is determined by the position in use and the logon ID in use. A logon ID indicates whether the
agent can service a single split (single-split mode) or a maximum of 16 splits concurrently (multi-split mode).
A logon ID can access a maximum of 16 specified splits or any split. A position can access a single specified
split or any split.
When an agent logs on, a validation procedure compares the split assignment of the position with the split
assignment and the split mode of the logon ID. The three factors (position split assignment, logon ID split
assignment, logon ID split mode) determine the split(s) that the agent works in and that are displayed during the
logon process. Please refer to Multi-Split Agent - ACD [M-90A] for additional information.
OPERATING PROCEDURE
Split selections are performed automatically by the ACD system when an agent logs on.
SERVICE CONDITIONS
1. One combination of a position’s split assignment and a logon ID is not allowed. One combination of a split
mode and a split assignment, within the same logon ID, is not allowed. Both combinations are denied
because the determination of the appropriate split(s) would be an ineffective use of ACD system resources
and agent’s time. The two combinations which are not permitted are:
a. A logon ID which allows any split, in combination with a position which allows any split;
b. A logon ID which indicates multi-split mode and allows any split.
2. Changes to the position’s split assignment and/or the logon ID, entered at the ACD MAT or the ACD MIS
terminal, will take effect immediately when the agent logs on. 
3. Split assignments for positions and logon IDs are accomplished through ACD assignments.
PROGRAMMING
None 
						

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STRANDED CALL ROUTING - ACD
S-108A STRANDED CALL ROUTING - ACD
GENERAL DESCRIPTION
A stranded call is defined as a call left unanswered in queue at the time when the last agent in the split logs off
the ACD system. If this call is not queued to any other split which still has agents logged on then it becomes
“stranded” at the moment the last agent logs off and is a candidate for Stranded Call Routing.
Some call centers operate by placing a split into Night Mode some number of minutes prior to their actual
closing time or more precisely prior to the time when the last agent will log off. This will stop new incoming
calls from being queued while the remaining agents handle the calls which are still in queue. The Stranded Call
Routing feature is not affected by Night Mode and will still be invoked to reroute any calls remaining in queue
when the last agent logs off.
When Stranded Call Routing is invoked each caller remaining in queue will be directed to a new Call Control
Vector and step and continue their ACD processing from that new point. Any CCV sequence may be specified
at this time.
OPERATING PROCEDURE
1. A caller remains in queue for the Customer Service split.
2. One agent is still working, handling another call and all other agents have logged off and gone home.
3. The last agent finishes the call and enters After Call Work Mode.
4. After some time, and without answering the last call in queue, this agent logs off the system.
5. Since the caller in queue is only in the Customer Service queue and there are no agents remaining in this
split the caller will be immediately rerouted to the Stranded Call CCV destination specified for this split.
SERVICE CONDITIONS
Assist and Emergency calls will not be rerouted by the Stranded Call Routing feature.
PROGRAMMING
ACDSPL
CCV index number for Stranded Call Routing (1-900)
CCV step number for Stranded Call Routing (1-20) 
						

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TRUNK TROUBLE REPORT - MIS - ACD
T-24A TRUNK TROUBLE REPORT - MIS - ACD
GENERAL DESCRIPTION
This feature allows an agent to indicate a trouble condition affecting a trunk (e.g., poor transmission) which is
encountered during a call. The system will log the agent’s position number and the number of the connected
trunk. This information is printed out on the ACD MAT and provided to the MIS.
Although this feature is designed primarily to aid in the reporting of defective trunk circuits it does also report
the connected party information even when the connected party is not a trunk such as in a station-to-station call.
Bad Call Notification
The trunk trouble report is logged to the MAT printer under the 6-H heading, Bad Call Notification. A special
code within the 6-H report indicates the occurrence of the trunk trouble report. Additional codes used within the
6-H report are described in detail under Section 3.2.3, Message Detail Data of System Message “6-H” in
Chapter 9.
OPERATING PROCEDURE
1. The operations at the ACD agent position and the supervisory position are as follows:
a. The agent is engaged in an ACD call.
b. The TRK TRBL key is pressed on the ACD agent position.
c.TROUBLE REPORTED is displayed on the position for four seconds and the trouble is reported to
both the ACD MAT and the MIS terminal.
SERVICE CONDITIONS
There is no LED indication when the TRK TRBL key is pressed.
PROGRAMMING
AKYD - Assign TRK TRBL function to feature key. 
						

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TALLY COUNT - ACD
T-49A TALLY COUNT - ACD
GENERAL DESCRIPTION
This feature allows agents to register the occurrences of several specific events using the dial keypad, such as
responses to various advertising method, sales campaigns, or calls from particular locations.
The MIS system is responsible for keeping a record of each event and may keep additional statistics for the
various Tally Count events such as call duration. If a particular Tally Count pertains to a specific phone
conversation that Tally Count will need to be entered either during the phone call itself or during the After Call
Work time following that call and definitely prior to the beginning of the next ACD call. Once the next call has
begun a Tally Count entry at that time would be associated with the new call. There is no way to associate a
Tally Count with a previous call once a subsequent call has begun.
Multiple Tally Counts may be entered for a single phone call.
This feature is activated by the operation of the TALLY key on the agent position.
OPERATING PROCEDURE
1. The agent presses the TALLY key at any time. The displays shows TALLY NUMBER?.
2. The agent enters up to 22 digits from the telephone keypad and presses # when finished.
3. The displays shows TALLY ENTERED, for a short time, and then reverts to the previous display.
4. Pressing the TALLY key a second time before pressing the “#” key cancels the Tally Count feature.
5. All digits must be entered within a 30-second period or the Tally Count feature will timeout. After timeout,
the feature is reset and all digits will have to be reentered.
SERVICE CONDITIONS
1. Tally Count items are entered by pressing one of the dial keypad digits, “0” through “9” (however, leading
digit “0” is not allowed).
2. The length of tally numbers is  variable, to a maximum of 22 digits.
3. The “*” key and the “#” key cannot be used as tally numbers since they are used to erase and enter input.
4. The keypad number “0” cannot be used as the leading digit of a Tally Count code.
PROGRAMMING
Program the data followed by the manual described MIS functions. 
						

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TIME OF DAY/WEEK ROUTING - ACD
T-50A TIME OF DAY/WEEK ROUTING - ACD
GENERAL DESCRIPTION
The routing of incoming calls is controlled by the time of week. A week can be divided into 50 time segments,
with different call handling performed during each segment. Segments must begin and end on whole minutes;
no fractional minutes are allowed. Each segment will specify a Call Control Vector (CCV) number and step
number where call handling will commence (refer to Call Control Vector - ACD [C-108A]). This routing
specification is referred to as a Week Schedule.
Week routing can be interrupted during pre-programmed holidays, at which time a special 24-hour override
table is available with up to eight time segments to provide routing on that day. The override table is referred to
as a Holiday Schedule (refer to Holiday Scheduling - ACD [H-20A]). Holidays may be programmed up to 365
days in advance.
OPERATING PROCEDURE
Week Schedule routing is activated by programming a pilot number to invoke a Week Schedule instead of a
CCV.
SERVICE CONDITIONS
1. This feature uses the PBX system clock to determine the current time. It is the user’s responsibility to
ensure that the clock is accurately set for week routing to make accurate transitions from one time segment
to another.
2. In processing the CCV for a particular time of the week, a Queue to Split instruction in the CCV may find
a split in Night mode or in split call forwarding. In this case, the Night mode or split call forwarding will
take over the routing of the incoming call. See Night Service - ACD [N-12A] and Call Forwarding - Split
- ACD [C-127A] for more information.
PROGRAMMING
Refer to Assignment of ACD CCV Data in Chapter 7. 
						

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TALLY-OH CODES - ACD
T-51A TALLY-OH CODES - ACD
GENERAL DESCRIPTION
Tally-Oh Codes are reserved for special use by agents or supervisors in the ACD system and are not reported to
the MIS. These codes invoke various actions, such as statistical displays  and  mode changes. Tally-Oh Codes
always begin with the digit zero, “0”. This trait of always using a leading digit of “0” differentiates the Tally-
Oh Codes from the Tally Codes which are reported to the MIS system for statistical analysis.
The Tally-Oh Codes are divided into three categories which are suggestive of the types of users who are most
likely to need those codes. Only the Supervisor Codes can be restricted on a per-position basis. All other codes
may be used at any ACD position.
The following three tables illustrate the purpose and usage of the Tally-Oh Codes for Agents, Supervisors, and
Technicians.
OPERATING PROCEDURE
1. The agent/supervisor presses the TALLY key at any time. The displays shows TALLY NUMBER?.
2. The agent/supervisor enters the Tally-Oh Code from the telephone keypad and presses “#” when finished.
3. Pressing the TALLY key a second time before pressing the “#” key cancels the Tally-Oh Code entry.
4. The Supervisor Tally-Oh Codes must be explicitly enabled on a per-position basis as specified in ACDPSN.
Agent Tally-Oh Codes 
Code Description
000#Replay agent’s statistics: shift time, number of ACD calls answered, average talk time, total time in work 
mode since logging on, and total time in break mode since logging on. Can be used from any mode. After 
logging off, statistics can be replayed as many times as necessary until an agent logs onto the position. 
All statistics are reset upon logon.
Sample Displays:
SHIFT     3:12:48(hours, minutes, seconds)
ACD CALLS      22(one to three digits)
AVG TALK      3:11(minutes and seconds)
T-WORK    0:55:19(hours, minutes and seconds)
T-BREAK   1:04:31(hours, minutes and seconds)
001#Display queue depth for current split. If used from a vacant position, the position’s split is used. If used 
while logged on, the agent’s split is used. For agents working in Multi-Split mode, the queue depths of 
all of the agent’s splits are displayed, one at a time.
Sample Displays:
ORDERS         10
002#Display time of longest waiting caller for current split. If used from a vacant position, the position’s split 
is used. If used while logged on, the agent’s split is used. For agents working in Multi-Split mode, the 
longest waiting callers of all of the agent’s splits are displayed, one at a time.
Sample Displays:
SERVICE      1:50(minutes and seconds) 
						

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TALLY-OH CODES - ACD
003#Display number of working agents in split. A working agent is one that is logged on, and not in break 
mode. (Either on an ACD call, in work mode, or ready mode) If used from a vacant position, the 
position’s split is used. If used while logged on, the agent’s split is used. For agents working in Multi-
Split mode, the number of working agents for all of the agent’s splits are displayed, one at a time.
Sample Displays:
DOMESTIC       151(1 to 3 digits)
004#Display number of agents on break in split. If used from a vacant position, the position’s split is used. If 
used while logged on, the agent’s split is used. For agents working in multi-split mode, the number of 
agents on break for all of the agent’s splits are displayed, one at a time.
Sample Displays:
INTERNAT’L      8(1 to 3 digits)
005#Display time passed since entering current mode. Valid for all modes: Vacant, Work, Break, Ready, or 
on an ACD call.
Sample Displays:
BREAK     0:41:06(hours, minutes and seconds)
006#Monitor Me request. An agent asks a supervisor to monitor the conversation. Only valid while on an 
AC D ca ll.
Sample Displays:
MONITOR     JAMES
007#Temporarily disable Work mode time limit. Valid only from Work mode, and disabled only until agent 
exits Work mode.
Sample Displays:
TIMEOUT DISABLED
008#Display time and date for four seconds. Can be used from any mode, including modes  such as Ready 
and Break where the display normally shows a constant display.
Sample Displays:
4:58 PM MON 28
009# Clear permanent display such as “READY”, “ON BREAK”, or “VACANT”.
021 Setup Connection Displays, see Connection Displays - ACD [C-199A].
022# Online Help, see Connection Displays - ACD [C-199A].
023# Show Connection Displays, see Connection Displays - ACD [C-199A].
028# Unlock an agent’s own position (Emergency use only).
029# Force an agent’s own position to logoff (Emergency use only).
Agent Tally-Oh Codes  (Continued)
Code Description