NEC Neax 2400 Imx Callcenterworx Enterprise Acd System Manual

							CHAPTER 7 NDA-24282
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ACDTN: ASSIGNMENT OF ACD TENANT DATA
4. Assignment and Deletion Procedure
These flow diagrams show the procedure used to assign and change Tenant Data for the Integrated ACD.
Figure 7-1   Assigning and Removing Tenant Data Information
1 
2 
DESCRIPTION1 
2 
 
 
 
 
1 
 
 1 
 
 
START
ASYD
ACDTN
END
START
ACDTN
ENDDESCRIPTION
Assign the number of tenants (SYS1 index 8).
Delete the Tenant data.Assign the Tenant data. 
						

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ACDTN: ASSIGNMENT OF ACD TENANT DATA
Te n a n t
Number
(TN)
1-10Te n a n t  N a m e
(NAME)
Max. 20 charactersNumber
of
Split
1-250Default
Language
0-5Access Code
for Operator
Call
Access Code of IVR
(IVRNO)Outbound
Answer Timer
(ANSTM)
0-60Person al
Announcement
Number
(ANTNO)
0-58Personal Queue
Overflow/For-
ward Priority
(PRI)
1-255 
						

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ACDSPL: ASSIGNMENT OF ACD SPLIT DATA
ACDSPL: Assignment of ACD Split Data
1. Function
This command is used to assign, list, print, and remove ACD split data. Each split is configured through
this command for its answer mode, after call status, conditional thresholds, and operationally-related
directory numbers and other split-related data.
2. Precautions
1. Directory number for assist, emergency, and night should be assigned before assigning split data.
2. The dictation trunk for emergency calls should be assigned before assigning split data.
3. The operation of Conditional Thresholds (COND) is shown in Table 7-4.
Note 1:If COND= NO CALLS ACCEPTED is selected, this split will not accept conditional Queue call.
Table 7-4  COND (Conditional Thresholds)
METHODS CONDITIONS RESULTS
No Calls Accepted No Call Accepted. Note 1No conditional calls will be 
accepted by the split.
Agents Available 
Value: 1 to 250 Number of agents that must be available for conditional 
queue calls to be accepted. 
Note 2
Conditional calls will or will not be 
accepted. 
Calls in Queue
Value: 1 to 699Will only accept conditional queue calls, depending on 
how many calls are already in queue to the split. 
Note 3
Conditional calls will or will not be 
accepted. 
Dir Numbers
Night
Assist:
Emergency
Recorder #
Split
Tenant Number  Split:  Name:  Hot Split: Remove
List
Close
Split Data
R e m o v e  S p lit?
Dash
Recover Time:
Auto Answer: 
Auto Ready After Call:
Require Tally Per Call:
Standard Calls CCV
Index:
Step:
Upon PBX Call
Auto Work on Ring:
Auto Work on Answer:
Auto Work on Dial Out:
Auto Ready on Release:Queue
Maximum Depth:
Agent Priority Queuing:
Queue When Vacant:
Work Mode
Restricted:
TimeOut
While On PBX Call
Analog TimeOut
Conditional Threshold
 
Agents Available1
Agent
Logoff Warning Criteria  Jack Out Mode: 
Require  Logon  ID: Multiple Break Types: Assist Key Monitor 
Call Waiting Thresholds
Light:
Flash:
Chime: 
						

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ACDSPL: ASSIGNMENT OF ACD SPLIT DATA
Note 2:
If COND= AGENTS AVAILABLE is selected, then this split will  accept Conditional Queue calls, depending
on the number of agents available in the split.
Example: If “2” is entered as the number of agents that must be available in COND DETAIL, then there
will have to be at least 2 agents available in the split before it will accept any Conditional Queue calls.
Note 3:If COND= CALLS IN QUEUE is selected then the split will accept Conditional Queue calls depending on
how many calls are already in queue in this split.
Example: If “3” is entered as the number of calls in queue in COND DETAIL and there are more than 3
calls in queue, this split will not accept Conditional Queue Calls.
4. Handling of conditionally queued incoming ACD calls for a particular split. Refer to CCV steps (Call
Control Vector Programming) for programming conditional call handling.
5. Logon IDs can be set either as required or not used in REQUIRE LOGON ID. If a logon ID is required,
an agent must enter a logon ID before receiving access to the ACD system.
6. When the split is in the QUEUE WHEN VACANT mode (when no positions are logged on in the split),
either the Queue or Do Not Queue option may be programmed.
7. The Assist key can be programmed on a split-wide basis to function as an Assist key or a Monitor Me
key in ASSIST KEY IS “MONITOR ME”.
8. Work mode can be Allowed or Restricted on a split-wide basis.
9. Call Waiting lamp can be programmed with two queue thresholds. It can light steadily when a specific
number of calls are in queue, then flash when the second threshold of number of calls are in queue. 
10. Never set the Call Waiting Threshold “LIGHT” and “FLASH” to the same value. Always set the
“LIGHT” value lower than the “FLASH” value.
11. Work mode can be programmed to timeout after a position has been in Work mode for a predetermined
time (on a split-wide basis).
12. Each split can be programmed to have one break mode type or nine break mode types in MULTIPLE
BREAK TYPES.
13. QUEUE:
The maximum number of calls that can be in queue at any given time. This field allows normal inputs
(“150”) as well as “percentage” inputs (“150%”), used for Variable Depth Queuing. A Variable Queue
Depth is one that changes based on the number of working agents (logged on and not in break mode).
Therefore, with four working agents, a maximum depth of 150% would equate to 150% × 4 = 6 calls
in queue. The seventh call would then not be allowed to queue until more working agents were added
to the split. Valid ranges for normal maximum depths are 1 to 700. Valid ranges for variable maximum
depths are 5% to 1000%, in increments of 5%.
14. Positions can be programmed to automatically go into Work mode if an outgoing call is made on the
PBX line, or if an incoming call is received on the PBX line.
Press SPACE BAR to change selection (No/Yes)
15. After-call work mode setting determines if an agent is available for the next call immediately, or if the
agent is placed in an after-call work mode at the completion of the current ACD call. 
						

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ACDSPL: ASSIGNMENT OF ACD SPLIT DATA
16. Answer mode setting determines if a call is automatically connected following a zip tone or if the agent
must manually answer the incoming call by pressing the ANSWER key.
17. A split can be set up so that agent priority queueing can be used if desired.
18. This split can be set up as a Hot Split if desired.
19. A CCV can be assigned for calls stranded in queue.
20. The split can be programmed so that a call which rings at an agent’s phone for a long time can be
recovered and requeued.
21. When assigning AUTO WORK ON RING or AUTO WORK ON DIAL OUT, do not set the WHILE
ON PBX CALL Time Out if the AUTO WORK MODE CANCEL Timer is to be restricted. 
						

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ACDSPL: ASSIGNMENT OF ACD SPLIT DATA
3. Parameters
TENANT NUMBER: Tenant Number (1 to 10)
SPLIT: Split Number (1 to 250)
NAME: Split Name (Optional) - Up to 20 characters
REQUIRE LOGON ID: Required/Not Required
AUTO READY AFTER CALL: Work / Available
AUTO ANSWER: Automatic / Manual
QUEUE: Maximum Queue Depth
1 ~ 700
5 ~ 1000% (In increments of 5%).
CALL WAITING CHIME: No / Yes
JACK OUT MODE: Break / Vacant
WORK MODE TIMEOUT: 0~9999 seconds (0=indefinite)
ASSIST KEY: Assist / Monitor Me
MULTIPLE BREAK TYPES: 1 Break Type / 9 Break Types
DIR NUMBERS
NIGHT: Night Pilot Number (SPACE: feature not used)
ASIST: Assistance Number (SPACE: feature not used)
EMGCY: Emergency Number (SPACE: feature not used)
RECORDER NUMBER: Recorder No. 1 ~ 5 or 0=feature not used
QUEUE WHEN VACANT: Queue / Do Not Queue
WORK MODE RESTRICTED: Allow Restricted
UPON PBX CALL: Ring: Auto Work / No Auto Work
Answer: Auto Work / No Auto Work
Dial: Auto Work / No Auto Work
Release: Auto Work / No Auto Work
CONDITIONAL THRESHOLD: No Calls Accepted
Agent Available (1 ~ 250)
Calls in Queue (1 ~ 699)
CALL WAITING THRESHOLD:Light (0 ~ 700)
Flash (0 ~ 700)
STRANDED CALL CCV: Index number (1 ~ 900)
Step number (1 ~ 20)
CALL RECOVER TIME: (1 ~ 255 seconds or 0=Feature Not Used)
ANALOG WORK MODE TIMEOUT: 0 ~ 9999 seconds 
0 = Indefinite
HOT SPLIT: No / Yes
AGENT PRIORITY QUEUING: Agent Queuing Options * Available since the PBX software Series 7400
and ACD software R3.
Out of Service / In service
WORK MODE TIMEOUT: Allowed / Rejected
REQUIRE TALLY PER CALL: Tally Required * * Available since the PBX software Series 7400 and
ACD software R3.
Not required / Required
LOGOFF WARNING CRITERIA:Logoff Warning * Available since the PBX software Series 7400 and
ACD software R3.
Disabled / Calls > Agents, number of calls in queue (1 ~ 9) 
						

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ACDSPL: ASSIGNMENT OF ACD SPLIT DATA
4. Assignment and Deletion Procedure
These flow diagrams show the procedure used to assign and delete ACD split data.
Figure 7-2   Assigning and Removing ACD Split Data
DESCRIPTION
1 
2 
 
 1 
2 
 
 
1 
 1 
 
START
ACDTN
ACDSPL
END
START
ACDSPL
ENDDESCRIPTION
Assign the Tenant data.
Remove the Split data.Assign the Split data. 
						

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ACDLOG: ASSIGNMENT OF ACD RECEIVER ID CODE
ACDLOG: Assignment of ACD Receiver ID Code
1. Function
This command is used to assign, list, print, and remove logon data. Each agent logon identifies the user’s
tenant, name, language preference, and personal Pilot number information, as well as the splits (with the
associated priority level) the Logon ID is allowed to access, whether multisplit is allowed, and the personal
assist and emergency numbers.
2. Precautions
1. Leading zeros are permitted in logon ID codes. A logon of 00127 is the same as 127.
2. Each split determines whether ID codes are required for logging on. (See ACDS PL command.)
3. An ID code may be used at only one position at any given time. Multiple logons with the same ID are
not permitted.
4. Position data (defined with the ACDP SN command) and logon data (defined with the ACDLOG
command) are used to specify the valid logon/position mode combinations. Valid modes are: ACDPSN
= Specified/Any. ACDLOG = Single Split, Any Split or Multiple Splits. See Table 7-5 in ACDPSN
command for detailed information.
5. If using Abacus MIS, the logon ID cannot exceed four digits.
6. When Agent Queuing Options (see Splits - ACD [S-91A] in Chapter 5) is assigned in ACDSPL), the
priority is used as the agent’s preference level. If not, the value is used as the priority for taking calls
terminated to multiple splits.
Split(s)
Any Split 
 
????????  # Split #/Name Preference Attrb.
1 1FPRC 40-1 1
Remove
List
Close
Agent Logon
Remove Logon?                                                                     Logon
Tenant Number: Logon ID:Language:
Agent Name: Abbr. Name
Personal Overflow CCV
Overflow Timeout:
Index:Step
:
Personal Queuing
Pilot Number:
Max Queue Depth:
Personal Forward CCV
Index:Step
:
Personal Numbers
Assist Request: Emerg Request: 
						

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ACDLOG: ASSIGNMENT OF ACD RECEIVER ID CODE
3. Parameters
TENANT NUMBER: Tenant Number (1 to 10)
LOGIN ID: Consists of one to nine digits (1 to 999,999,999)
NAME: (Optional) up to 14 characters
LANGUAGE: English
Japanese
Spanish
Italian
French
German
SPLITS: Available split to logon (1 - 250)
PRIORITY: Priority for handling ACD calls in multiple splits/the agent’s preference
level (1 ~ 99)
MULTI-SPLIT: Single/Multi
PERSONAL PILOT NUMBER: Valid personal pilot number (SPACE: feature not used)
Queue depth for personal pilot number (0 ~ 999)
PERSONAL FORWARD CCV: CCV index (1 - 900)
CCV step number (1 - 20)
PERSONAL OVERFLOW CCV: 0 ~ 9999 seconds; 0 = indefinite
CCV index (1 - 900)
CCV step number (1 - 20)
CHIME: Off/First/All
PERSONALASSIST: Individual assistance number or SPACE (SPACE: Functional not used)
PERSONAL EMERG: Individual emergency number or SPACE (SPACE: Functional not used)
NAMES: Abbreviated Name (Use all initials of the user.) 
						

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ACDLOG: ASSIGNMENT OF ACD RECEIVER ID CODE
4. Assignment and Deletion Procedure
These flow diagrams show the procedure used to assign and delete ACD Agent Logon Data.
Figure 7-3   Assigning and Removing ACD Agent Logon ID Code
1 
 
1 
 
START
ACDLOG
END
START
ACDLOG
ENDDESCRIPTION
DESCRIPTION Assign the agent logon ID code (range 1 to 999999999).
Remove the ACD agent logon ID code.
1 
 
1