NEC Neax2000 Ivs Callcenterworx System Manual

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Split Data
(c)  Auto Work on Dial Out (optional)
Check to automatically put the agent into Work mode when an offhook condition exists or a 
dial tone is present on the agent’s PBX line. 
(d)  
Auto Ready on Release (optional)
Check to automatically put the agent into Ready mode upon releasing a call on the agent’s PBX 
line. 
STEP 10:  
Conditional Queuing Threshold (optional)
(a) Use the up and down arrows to set the appropriate value as indicated below:
No Calls Accepted:No incoming calls are accepted into the queue.

Agents Available:Specify the minimum number of available agents before 
calls can be accepted into the queue. If the number of 
available agents is greater than or equal to the minimum 
specified, the call will be accepted. Valid values are from 
1 to the maximum number of positions for your 
installation. 

Calls In Queue: Specify the maximum number of unanswered calls 
allowed in the split queue before additional calls will not 
be accepted. If the number of waiting calls is less than this 
number, the call will be accepted. Valid values are from 1 
to the maximum number of positions for your installation.
Note:See the “Queuing–ACD” section in the “CallCenterWorX ACD Features and Specifications” manual for 
detailed information on Conditional Queuing Threshold.
STEP 11:  
Call Waiting Thresholds
(a)  Light (optional)
Using the up and down arrows, select the minimum number of calls which can wait in this split 
before turning on the Call Waiting lamp. Valid values are from 0 to 300 (0 = feature not used).
(b)  
Flash (optional)
Using the up and down arrows, select the minimum number of calls which can wait in this split 
before flashing the Call Waiting lamp. Valid values are from 0 to 300 (0 = feature not used).
(c)  
Chime (optional)
Check to produce a Chime at positions currently in Work mode or Break mode when the Call 
Waiting lamp is turned on or begins flashing.
STEP 12: Press 
Update to save the new information.
STEP 13: Press 
Close to exit the data screen. 
						

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Logon Data
5. Logon Data
Figure 9-5   Agent Logon Data Screen
STEP 1:  Logon
(a)  Tenant Number (required)
Select the tenant number from the drop-down menu.
(b)  
Logon ID (required)
Enter the agent’s unique Logon ID number of up to nine numeric characters with a range of
1 to 999999999. Preceding zeros are not allowed. An ID code may be used at only one position 
at any given time. Multiple logons with the same ID are not permitted.
(c)  
Language (required)
From the drop-down menu, select the language which will appear on the agent’s D
term display. 
The language selected in the Tenant Data specifies the tenant-wide language if no agents are 
logged on using a Logon ID, while this selection is agent-specific. 
						

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Logon Data
(d)  Agent Name (optional)
Enter the name of the agent or supervisor associated with the Logon ID number.
(e)  
Abbreviated Name (optional)
Enter an abbreviated agent name of up to five alphanumerical characters for use in reports.
(f)  
Allow Supervisor Tally-Oh Codes (optional)
Check to allow the position to use Supervisor Tally-Oh codes, which invoke various actions 
such as statistical displays and mode changes. This permits supervisors to log in at various 
positions based on Logon ID number, rather than being limited to positions which are 
configured to accept the Tally-Oh codes. Detailed information on Supervisor Tally-Oh Codes is 
available in the “CallCenterWorX ACD Features and Specifications” manual.
STEP 2:  
Split(s)
The listing of split numbers and names (see Figure 9-5) will appear with a dim-out over a number of 
splits equal to the number configured for this tenant. (The dim-out in Figure 9-5 indicates that 3 splits 
have been configured in the Tenant Data for this tenant.)
Note:The number of splits configured for this tenant in the Tenant Data limits the number of entries acceptable 
in this step. For example, if only two splits have been configured in Tenant Data, only two split numbers, 
names, and preferences will be accepted in the data entry boxes in the Logon Data configuration.
(a)  
Any Split (optional)
Check to allow the agent’s split to be determined by the setting in the Position Data command. 
Leave unchecked to specify the agent’s working split(s) in the following steps.
(b)  
# (required)
Check the box to the left of this column and enter the first Split Number that the agent is 
allowed to take calls from (values are from 1 to 30 for as many splits as are assigned—see 
Note 
above). Depending on the number of splits configured in the Tenant Data, an agent is allowed to 
take calls from up to 16 splits. 
(c)  
Split # / Name (automatic entry)
The entry of a Split Number in Step 2b displays a listing of the previously assigned number and 
name for that split.
(d)  
Preference (required)
Click in this field and use the up and down arrows to select the agent’s skill level rating for the 
specified split. Valid values are from 1= highest to 99 = lowest.
(e)  
Attribute (required)
 Check this box to select the split which is to be the agent’s attribute (primary) split.
(f)  
Multi-Split (optional)
Check this box to allow the agent to be logged into all of the allowed splits at once. 
						

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Logon Data
STEP 3:  Personal Numbers
(a)  Assist Request (optional)
Enter a directory number (up to 4 digits) to be used for the agent’s assist requests. This number 
overrides the Assist number in the Split Data dialog.
(b)  
Emergency Request (optional)
Enter a directory number (up to 4 digits) to be used for the agent’s emergency requests. This 
number overrides the Emergency number in the Split Data dialog.
STEP 4:  
Personal Queuing
(a)  Pilot Number (required)
Enter the PBX directory number (2 to 4 digits) which will reach the ACD agent directly. 
Maximum Queue Depth (required)
Use the up and down arrows to select the maximum number of calls that can be in queue at any 
given time. Valid range is from 1 to 300.
(b)  
Call Waiting Chime (required)
Using the drop-down menu, choose Off, First, or All to select how the agent will be chimed for 
incoming Personal Queue calls.
STEP 5:  
Personal Overflow CCV
(a)  Timeout (optional)
Use the up and down arrows to select the number of seconds that a call should wait in the 
agent’s Personal Queue before overflowing to the Call Control Vector specified in Step 5(b). 
Valid values are 0 to 999 (0 = feature not used).
(b)  
Index (optional)
Use the up and down arrows to select the CCV Index number to use when the Timeout 
(Step 5a) overflows its limit. The valid range is from 1 to 60. 
(c)  
Step (optional)
Use the up and down arrows to select the CCV Step number to use when the Timeout (Step 5a) 
overflows its limit. The valid range is from 1 to 20 steps.
STEP 6:  
Personal Forward CCV
(a)  Index (optional)
Use the up and down arrows to select the CCV Index number to use when forwarding a call 
from the agent’s Personal Queue when the agent’s position is vacant or in Break mode, or when 
a personal call is recovered using the Call Recover feature. Valid values are from 1 to 60. 
						

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Logon Data
(b)  Step (optional)
Use the up and down arrows to select the CCV Step number to use when forwarding a call from 
the agent’s Personal Queue when the agent’s position is vacant or in Break mode, or when a 
personal call is recovered using the Call Recover feature. The valid range is from 1 to 20 steps.
STEP 7: Press 
Update to save the new information.
STEP 8: Press 
Close to exit the data screen. 
						

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Position Data
6. Position Data
Figure 9-6   Position Data Screen
STEP 1:  Tenant Number (required)
Select the tenant number from the drop-down menu.
STEP 2:  
Position Number (required)
For programming a new entry, enter a PBX directory number for the position, using up to 4 digits 
from 10 to 9999. The Position number and PBX line number entries are the same entity; they are the 
My Line. If the My Line number is entered in this field, then the PBX line number field below will 
be filled with that entry.
For querying existing Position data, you can specify either a PBX number or an ACD number. Either 
number will pull up the entry if it is found in the database.
STEP 3:  
Line Numbers 
(a)  
ACD (required)
Enter the telephone directory number that receives all of the ACD calls for this position via 
pilot or personal pilot numbers, using up to 4 digits from 10 to 9999.
(b)  
PBX (optional if analog station)
Enter an additional PBX directory number for the position, using up to 4 digits from 10 to 9999. 
(See Step 2.)
Important:There should only be two lines on an ACD position: the My Line (PBX) and the ACD Line. If other 
lines are programmed on an ACD position, the MIS status may be incorrectly reported. 
Do not allow Call Pickup to ACD lines. Do not permit calls to be presented to, or to be made from, an 
ACD line directly. 
						

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Position Data
STEP 4:  Split Assignment (required)
(a)  
Any Split 
Check to allow any split to work through this position; the splits will be determined by the 
Logon ID. 
Leave unchecked to limit the position to the specified split.
(b)  
Specified 
Use the up and down arrows to limit the position to a specified split (values of 1 to 30) if 
desired.
STEP 5: Press 
Update to save the new information.
STEP 6: Press 
Close to exit the data screen. 
						

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Call Control Vectors
7. Call Control Vectors
A detailed explanation of the Call Control Vectors programming concept can be found in the “CallCenterWorX 
ACD Features and Specifications” manual.
 
Figure 9-7   Call Control Vectors Screen
STEP 1: Prior to performing the CCV entries: 
(a) Assign 
Station Data in the PBX for any station or position that is referenced by the CCV as a 
transfer destination (see Chapter 4, Heading 2, “Programming the ACD Position Prime Line 
and My Line”).
(b) Assign a 
Pilot number to go to the CCV, or to a Week Schedule that references the CCV if 
assigned (see Chapter 4, Heading 2, “Programming the ACD Position Prime Line and My 
Line”).
(c) Set up any 
IVR data that will be referenced for announcements (through QueWo r X or another 
Infolink application).
(d) Complete the assignments of PBX data for 
Announcement Trunks that are referenced by the 
CCV (see Chapter 4, Heading 5, “Programming ACD Group Announcements”).
(e) Assign data in the ACD for any 
Splits that are referenced by the CCV (see this chapter, 
Heading 4, “Split Data”).
(f) Configure 
Tally DN data before using the Tally Long or Tally Short CCV Actions (see this 
chapter, Heading 14, “System Data,” step 1).
STEP 2: Open the 
Call Control Vectors screen through the MAT command or icon.  
						

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Call Control Vectors
STEP 3:Tenant Number 
Using the drop-down menu, choose the number (required) and name (optional) of the 
Tenant which 
the ACD is serving.
STEP 4:  
CCV Index
Enter an Index number (from 1 to 60) to a CCV.
STEP 5:  
Call Control Vectors
(a)  CCV Action
In the first available CCV Action (Step) field (step numbers can range from 1-20), click in the 
data field and select an Action from the drop-down menu. You can also select an Action by 
entering the first letter (or enough letters to make the entry unique) and pressing the Tab key. 
This will fill in the Action step entry. An Action step can be inserted into an existing series by 
using the keyboard 
Insert key. Action steps can be removed with the keyboard Delete key. 
Possible CCV Actions are: 
PauseCond. Queue IVR Announce IVR Dn 
Announcement Dequeue From ETA Less Split < ETA 
Goto CCV Queue To Split ETA Greater Split > ETA
Hang UpEnd CCVRing Delay Up Priority 
Transfer to PBX If Not Queued Tally Short
New PrioritySkip Tally Long 
						

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Call Control Vectors
Figure 9-8   CCV Action Choices
(b)  Argument
Tab to the Argument field and enter a valid Argument for the corresponding Action. This can 
be a split number (as in Argument 1 in Figure 9-7), the number of seconds if a Pause Action is 
programmed (as in Argument 2 in Figure 9-7), or other specifications needed to carry out the 
programmed Action.
STEP 6:  Repeat Step 5 for each 
CCV Action you want to assign.
STEP 7:  
Transfer Numbers
In the Transfer Numbers field, enter the directory number to be dialed for each “Transfer To PBX” 
or “IVR Dn” CCV step.
STEP 8:  Press 
Update to save the new information.
STEP 9:  Press 
Close to exit the data screen.