NEC Neax2000 Ivs Callcenterworx System Manual

NDA-24213 CHAPTER 9
    Page 187
Issue 3.0
ACD Procedures
Pilot Data
8. Pilot Data
Figure 9-9   Pilot Data Screen
STEP 1: Prior to performing the Pilot Data entry, assign each Pilot Number as a “monitored number” in the 
PBX if this has not already been done (see Chapter 4, Heading 2, “Programming the ACD Position 
Prime Line and My Line”).
STEP 2: Open the 
Pilot Data screen (Figure 9-9) through the MAT command or icon.
STEP 3:
Tenant Number (required)
Using the drop-down menu, select the number of the...

CHAPTER 9 NDA-24213
Page 188    
Issue 3.0
ACD Procedures
Pilot Data
(2)  Tab to the Step field and use the up and down arrows to choose the starting CCV Step.
(b)  
Week Schedule
If you selected Week Schedule, tab to the Week Schedule field and enter the Week Schedule 
reference number
.
STEP 7:  
Alternate Night CCV
Normally, calls that attempt to queue to a split in night mode will follow the split’s night 
routing (if the call is not already queued in another split). This feature allows calls to be...

NDA-24213 CHAPTER 9
    Page 189
Issue 3.0
ACD Procedures
Trunk Group Data
9. Trunk Group Data
Figure 9-10   Trunk Group Data Screen
STEP 1:  Tenant Number (required)
Using the drop-down menu, select a valid Tenant Number.
STEP 2:  
Trunk Group (required)
Using the up and down arrows, select a Trunk Group Number between 1 and 63.
STEP 3:  
Name (optional)
Enter the Trunk Group Name (such as WATS, DID, or another significant name). This name may be 
displayed on the agent’s D
term LED display 
STEP 4:...

CHAPTER 9 NDA-24213
Page 190    
Issue 3.0
ACD Procedures
Trunk Group Data
STEP 5:  Trunk Table Selection (required)
There are four number pads for the selection of trunk circuits. The circuit numbers begin with 1 
through 70 (see Figure 9-10) and pressing the “greater than” button (>) opens the second number pad 
for selecting circuits 71 through 140 (see Figure 9-11). 
Two further number pads—for selecting circuits 141 through 210, and circuits 211 through 255—are 
accessed by pressing the > button to...

NDA-24213 CHAPTER 9
    Page 191
Issue 3.0
ACD Procedures
IVR Data
10. IVR Data
Figure 9-12   IVR Data Screen
STEP 1: Prior to entering the IVR Data:
(a) Assign IVR numbers in the PBX (see Chapter 4, Heading 2, 
“Programming the ACD Position 
Prime Line and My Line”).
(b)  Enter the IVR Pilot Number in the ACD Tenant Data (see this chapter, Heading 3, “Tenant 
Data”).
STEP 2:  Open the IVR Data MAT command screen (see Figure 9-12) using the menu or the toolbar icon.
STEP 3:  
Tenant Number
 Select the...

CHAPTER 9 NDA-24213
Page 192    
Issue 3.0
ACD Procedures
Week Schedules
11. Week Schedules
Figure 9-13   Week Schedules Screen
STEP 1:  Tenant Number
Select a Tenant Number from the drop-down menu.
STEP 2:  
Schedule
Select a Week Schedule Number using the up and down arrows. The valid range is from 1 to 30. 
Week Schedule Numbers are unique to the tenant they are configured for, and attempted entry of an 
already-assigned number will generate an error message in the Operation Result Message Bar on the...

NDA-24213 CHAPTER 9
    Page 193
Issue 3.0
ACD Procedures
Week Schedules
(b)  Time
Select a Start Time for the day selected in Step 4a. Click in the field to generate up and down 
arrows. The first entry is preset at “00:01.”
(c)  
CCV Index
Select a CCV Index (reference number) for a Call Control Vector (see Heading 7, “Call Control 
Vectors,” Step 4) assigned to this Week Schedule. Click in the field to generate up and down 
arrows.
(d)  
CCV Step
Select the Call Control Step number (between 1 and 20)...

CHAPTER 9 NDA-24213
Page 194    
Issue 3.0
ACD Procedures
Holiday Schedules
12. Holiday Schedules
Figure 9-14   Holiday Schedules Screen
STEP 1:  Assign a Week Schedule (see Heading 11, “Week Schedules”) for the holiday(s) planned.
STEP 2:  
Tenant Number
Select a tenant number from the drop-down menu.
STEP 3:  
Schedule
Select a schedule number between 1 and 30 by using the up and down arrows. Up to thirty schedules 
can be programmed per tenant.
STEP 4:  
Start Time
Select a starting time for this...

NDA-24213 CHAPTER 9
    Page 195
Issue 3.0
ACD Procedures
Holiday Schedules
STEP 6:  CCV Step
Select the Call Control Vector Step number (between 1 and 20) in this CCV which begins the 
sequence of call routing for the day and time programmed above. 
STEP 7: Repeat Steps 4, 5, and 6 for each entry you want to include in this holiday schedule.
STEP 8: Press 
Update to save the new information.
STEP 9: Press 
Close to exit the data screen. 

CHAPTER 9 NDA-24213
Page 196    
Issue 3.0
ACD Procedures
Holiday Calendar
13. Holiday Calendar
Figure 9-15   Holiday Calendar Screen
STEP 1:  Tenant Number
Select a Tenant Number from the drop-down menu.
STEP 2:  
Schedule
Select a Holiday Schedule number from 1 to 30 to be used on a particular date (see Heading 12,
“Holiday Schedules”).The drop-down menu for Schedule number will include a list showing each 
schedule number and its associated color (see Figure 9-16).
STEP 3:  
Calendar Setting
(a)...