NEC Neax 2400 Imx Callcenterworx Enterprise Acd System Manual

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TALLY-OH CODES - ACD
Supervisor Tally-Oh Codes 
Code Description
030Display statistics for a given agent: 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.
Press: 030aaaaa#  (aaaaa = agent’s ACD or PBX extension)
Sample Displays:
SHIFT     3:12:48(hours, minutes, seconds)
ACD CALLS     122(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)
031Display a given agent’s current mode and the time passed since entering that mode. Valid for all modes: 
Vacant, Work, Break, Ready, or on an ACD call.
Press: 031aaaaa#  (aaaaa = agent’s ACD or PBX extension)
Sample Displays:
BREAK     0:41:06(hours, minutes and seconds)
032Force a given agent to Break mode. (From Work or Ready modes)
Press: 032aaaaa#  (aaaaa = agent’s ACD or PBX extension)
033Force a given agent to Ready mode. (From Break or Work modes)
Press: 033aaaaa#  (aaaaa = agent’s ACD or PBX extension)
034Force a given agent to Work mode. (From Break or Ready modes)
Press: 034aaaaa#  (aaaaa = agent’s ACD or PBX extension)
035Change a given agent’s split or Multi-Split mode. Prompts are displayed to prompt for split number and 
approval.
Press: 035aaaaa#  (aaaaa = agent’s ACD or PBX extension)
036Display queue depth for a given split.
Press: 036ss#  (ss = one or two digit split number)
Sample Displays:
DOMESTIC        36
037Display time of longest waiting caller for a given split.
Press: 037ss#  (ss = one or two digit split number)
Sample Displays:
INTERNAT’L   4:06(minutes and seconds)
038Display number of working agents (on an ACD call, in Work or Ready modes) for a given split.
Press: 038ss#  (ss = one or two digit split number)
Sample Displays:
CRUISES         9 
						

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TALLY-OH CODES - ACD
039Display number of agents on break for a given split.
Press: 039ss#  (ss = one or two digit split number)
Sample Displays:
SKY-DIVERS      2
040Change Night mode of a given split.
Press: 040ss#  (ss = one or two digit split number)
The prompt NIGHT MODE? will be displayed to ask for approval to put the specified split into Night 
mode.
To approve, press “1#” and the display split name = NIGHT will be shown.
To disapprove and put the split into day mode, press “#” and the display split name = DAY will be shown.
Sample Displays:
AWARDS = NIGHT
AWARDS =    DAY
068Unlock a given agent’s position. (Emergency use only)
Press: 068aaaaa#  (aaaaa = agent’s ACD or PBX extension)
069Force a given agent’s position to logoff. (Emergency use only)
Press: 069aaaaa#  (aaaaa = agent’s ACD or PBX extension)
Supervisor Tally-Oh Codes  (Continued)
Code Description 
						

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TALLY-OH CODES - ACD
SERVICE CONDITIONS
1. Tally-Oh Codes are entered by pressing one of the dial keypad digits, “0” through “9”.
2. The “*” key and the “#” key cannot be used as Tally-Oh Code numbers since they are used to erase and
enter input.
Technician Tally-Oh Codes
Code Description
075Turn Bad Call Notification MAT print-outs on or off
Press: 075rrs#  (rr = Reference number. s = state: 0 (off) or 1 (on))
To turn all print-outs on or off use the reference number “00”.
Example: 075000# (all off) or 075001# (all on).
See “BAD CALL NOTIFICATIONS [B-21]” on page 80 for additional detail.
076Display error counts.
Press: 076n#  (n = error count number 0-99)
077Reset all error counts.
Press: 0770#
080Display ACD version number and release date.
Press: 080#
081Unlock given logon id.
Press: 081n#  (n = logon id number)
082Display current location of buffer trace pointer.
Press 082#
084Display (clear) debugging call counters.
To display, press: 084#
To clear counters, press: 0840#
085Turn st_driver() debugging on or off. Usually used with call processing trace.
Press: 085s#  (s = state: on = 1, off = 0) 
						

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TALLY REQUIRED - ACD
T-85A TALLY REQUIRED - ACD
GENERAL DESCRIPTION
This feature is programmed on a per-split basis via the ACDSPL command. When a split is marked for Tally
Required an agent will not be able to answer a new incoming ACD call until a Tally entry has been made for
the previous call. If an agent attempts to enter the Ready Mode to receive a new call but has not yet entered a
Tally Code from the previous call a message will display “TALLY NEEDED” for a few seconds.
The Per-Call Tally field on the ACDSPL command may be set  independently for each split in the ACD. Even
if an agent is using the multi-split agent feature the per-call tally feature will be checked as each call is assigned
based on the split that call is coming from. The Tally Code may be entered while the call is in progress or during
the after-call work mode. If the after-call work mode is timed and the timer expires before the Tally Code has
been entered a Permanent Work Mode will result (The key lamp status is changed from flash to steady light).
Once in Permanent Work Mode an agent will be required to press the Work Key in order to receive the next
incoming call and, of course, this will only be effective after the required Tally Code has been entered.
SERVICE CONDITIONS
1. Agents who are determined to get around the requirement of entering a Tally Code after each and every call
may find that they are not even allowed to logoff the ACD system until they have entered a tally code for
the most recently completed call. This is not a bug. The “TALLY NEEDED” display will serve as a strong
reminder to the agent that they have not yet completed the requirements for the previous call.
2. An agent is not permitted to go to Break Mode until a required Tally Code has been entered for the previous
call. The usual display will remind the agent that the tally code is still needed.
3. Tally-Oh codes to Force Logoff a position will work even though a final Tally Code has not been entered.
4. Even though Tally Codes are required it is still possible for counts of Tally Codes and calls handled to differ.
There are a few reasons for this, not the least of which is that multiple Tally Codes for a single call are
always permitted.
5. When the communication with the ACD call ends without Tally Code entry, the position forced into Work
Mode. At that time, WORK/BREAK/LOGOFF key is ineffective and the LCD display shows “TAL LY
NEEDED”. Operation for the status change to Ready Mode, Break Mode, Logoff using IVR is also
ineffective.
6. This feature is not available when programming to restrict the Work Mode (ACDSPL, WORK MODE
RESTRICTED).
7. When the communication ends without Tally Code entry, the agent position goes into the Work Mode even
if the after-call work mode is Unavailable.
PROGRAMMING
ACDSPL - 
Require Tally Per Call. 
						

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VARIABLE QUEUEING
V-10 VARIABLE QUEUEING
General Description
This feature allows the ACD caller to be queued to a split, depending on the number of working agents at the
time that the ACD call is presented to the split.
Operating Procedure
Variable queueing is programmed by splits in the ACDSPL command in ACDMAT.
Service Conditions
Variable queueing is activated by a percentage of working agents (a working agent is logged on and not in Break
mode). This percentage is specified in increments of 5 percentage points up to 1000%. This percentage is
programmed in ACDSPL at maximum queue depth.
Example:
Maximum Queue Depth = 150% 
There are four working agents.
The number of calls that will be allowed to queue to the split = 6.
1.50 (or 150% max queue depth)
x 4 (working agents)
6  calls allowed to queue 
						

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WORK MODE - ACD
W-5A WORK MODE - ACD
GENERAL DESCRIPTION
This feature offers the choice of allowing the agents within a split to enter and exit Work Mode. Calls waiting
in queue cannot be connected to agents in the Work Mode. Since the Work Mode inhibits agents from receiving
calls it is sometimes beneficial to limit Work Mode use or restrict it altogether. Two features have been provided
which limit the agent’s ability to be in the Work Mode.
After Call Work Mode Timeout
This feature sets a timer which limits how much time an agent may remain in the Work Mode at the conclusion
of each ACD call. This mode is sometimes called the Wrap-Up Mode as well. When the timer expires the agent
is automatically placed in Ready Mode and a new ACD call will be connected immediately if there is one
waiting in queue.
Work Mode Restriction
The Work Mode can be restricted altogether for a specified split. Any attempt to enter the Work Mode is
overridden according to the following conditions:
 The agent presses the WORK key. The ACD system ignores the request.
 The agent logs on to the ACD system. The agent is automatically placed in Ready mode and will receive
calls immediately if calls are queued.
 The agent concludes an ACD call. The after call work mode of the split is ignored by the ACD system and
the agent is automatically placed in Ready mode. If the agent requested to enter Break mode, while on the
ACD call, the request will be honored and the agent will not be placed in Ready mode at the conclusion of
the ACD call.
 The agent is placed in Work mode automatically if an assigned ringing ACD call has not been answered and
the Recover Call feature has been activated and removed that call from the agent’s position. The WORK
lamp flashes to visually inform the agent of the forced entry into Work mode. This prevents the agent from
receiving another ACD call.
 If the split is also setup for Automatic Work Mode with PBX Call and Work Mode Restriction is set then
the position will be placed in the Break mode instead of the Work mode when PBX calls are assigned.
If the agents within a split are allowed to enter Work mode, the mode can be entered given the following
conditions.
 The agent from the Ready Mode presses the WORK key.
 The agent is placed in Work mode automatically upon logon. This prevents a call from being connected be-
fore the agent is prepared to handle the call.
 The agent is placed in Work mode automatically at the conclusion of an ACD call, if the after call mode of
the split is set to “Work”.
 The agent is placed in Work mode automatically if an assigned ringing ACD call has not been answered and
the Recover Call feature has been activated and removed that call from the agent’s position. The WORK
lamp flashes to visually inform the agent of the forced entry into Work mode. This prevents the agent from
receiving another ACD call. 
						

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WORK MODE - ACD
OPERATING PROCEDURE
This feature is an inherent feature of the ACD programs. Agents use the WORK key on their ACD position to
set the Work Mode appropriately. Work Mode restrictions and timeouts are programmed using the command
ACDSPL for each split.
PROGRAMMING
ACDSPL - 
WORK MODE RESTRICTED 
						

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WORK MODE TIME LIMIT - ACD
W-6A WORK MODE TIME LIMIT - ACD
GENERAL DESCRIPTION
This feature allows the specification of a maximum time limit for an agent to be in Work mode at the conclusion
of an ACD call before being automatically placed in Ready mode. Once in Ready mode, the agent will be
connected to a call if calls are queued. The time limit applies to all the agents within a split.
OPERATING PROCEDURE
1. This feature is implemented through an ACD command. The command data is on a split-wide basis.
2. The following example illustrates the operation of the feature.
a. The Work mode time limit is set at 45 seconds for Split A.
b. After-call Work mode is set for Split A.
c. An agent in Split A completes an ACD call, and is automatically placed in Work mode.
d. One of three different scenarios could follow:
 The agent does not press any keys in the next 45 seconds. The agent is automatically placed in Ready
mode and is connected to a caller if there are calls in queue.
 The agent presses the BREAK key or LOGON key within the next 45 seconds. The agent is placed
in the appropriate mode.
 The agent chooses to return to Ready mode in less than 45 seconds, and presses the WORK key. The
agent is connected to a caller if there are calls in queue.
PROGRAMMING
ACDSPL
Work mode timer timeout (0-9999 sec.) 
						

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ZIP TONE - ACD
Z-1A ZIP TONE - ACD
GENERAL DESCRIPTION
When an agent is operating in Automatic Answer - ACD [A-35A] mode, the system will provide an audible
burst of tone to the agent’s receive audio path before connecting an incoming ACD call.
OPERATING PROCEDURE
The operation of this feature from the agent or supervisory position is as follows:
From Manual Answering status:
1. The AUTO/MAN key is pressed.
2.AUTO ANSWER is displayed.
3. The AUTO/MAN lamp lights steadily.
4. The agent hears Zip Tone when an ACD call is connected.
SERVICE CONDITIONS
1. Tones:
a. Normal ACD calls are introduced by a single burst of tone.
b. Calls which may require special handling, calls which have overflowed from another split, calls which
were call forwarded from another split by that split’s supervisor, and calls transferred by agents or
other business stations are introduced by two bursts of tone.
PROGRAMMING
None 
						

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CHAPTER 6 ACD SERVICE FEATURES FUNCTIONAL TEST PROCEDURES
After the installation test following by “Installation Manual”, test the ACD service features following the flowchart
below. The names listed within   of each NAP are the names of the ACD services. Also refer to the detailed
description of the services in Section 3, “ACD Service Feature” of Chapter 5.
START
ACD Incoming
Call Distribution to Agents
Priority Processing
Automatic Call Distribution
Delay Announcement
A
 
Automatic Answer (A35) 
Calling Party Identification 
(Character Display for ACD) (C70) 
Log-on/Log-off (L19) 
Release-ACD Position (R19) 
Split Section (S98) 
Zip tone (Z1)
 
Call Distribution to Agents (C35)
 
Call Waiting Indication-LCD Display/CW 
Lamp (C68) 
Priority Queuing (P21) 
Queuing-ACD (Q-1)
 
Automatic Call Distribution
 
Announcements (A80) ACD service feature names tested in each NAP
NAP-215-101
NAP-215-102
NAP-215-104
NAP-215-105 NAP-215-103