NEC Neax2000 Ivs Callcenterworx System Manual

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Multi-split Agent
Mode which allows an agent to function in more than one split. An 
agent may logon to as many as 16 splits and will be able to receive 
calls from any of those splits, according to a customized preference 
algorithm programmed into the ACD Logon ID Data, and to the 
programming of a specific position. See the “CallCenterWorX ACD 
Features and Specifications” manual for a detailed explanation of the 
factors and variables involved.
NACD CallAn MIS report term for a non-ACD (PBX or My Line) call. This 
feature allows agents and supervisors to receive calls from and place 
calls to other ports in the system, and to place outgoing calls.
Overflow Delay ThresholdSpecifies the threshold number of seconds a call waits for an agent in 
a primary queue before overflowing to a secondary queue.
Parity BitA bit appended by many asynchronous systems following data bits, 
used for error detection. A parity bit is a binary bit appended to an 
array of bits to make the sum of all the bits always odd or always 
even.
Personal QueueA queue for calls that are directed specifically to an agent. See Agent 
Personal Queue
.
Pilot NumbersThe access codes to the ACD functions. They are programmed into 
the PBX-side database according to the numbering plan in effect for 
the system. Pilot numbers do not correspond to any line appearances, 
either physical or virtual, in the system. Although pilot numbers are 
often thought of as ringing in to a particular split, pilot numbers are 
in fact associated with a Call Control Vector or a Week Schedule, 
which in turn controls the handling of the ACD call. 
Port A point in the computer or telephone system where data may be 
accessed; the interface between a process or program and a 
communications or transmission facility.
PositionA telephone set that is configured for use in handling ACD calls, with 
a number of keys for controlling ACD functions. Agent positions are 
typically equipped with two telephone lines. One is for incoming 
ACD calls. The other, called the PBX line or My Line, is receive calls 
from and place calls to other ports in the system, and to place 
outgoing calls; it functions as a normal business station.
Position Split AssignmentThe assignment of a particular position (agent telephone) to be 
related to a particular split (set of agents).
QueueThe step in which a call has been received and is on hold awaiting 
answer by an agent. An incoming call to the ACD system will be 
presented to a split in one of two ways: 
Standard Queuing always connects a call with an available agent 
or queues the call according to its priority, limited only by the 
split’s specified maximum depth. Up to 250 different priorities 
are available to determine placement of an incoming call.
Conditional Queuing checks pre-programmed conditions 
(minimum agent availability and maximum queue depth) before 
a call is either connected to an agent or queued.
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Real-time Screen
A display which reflects the activity of the call center on an 
up-to-the-second basis (see also 
MIS Status Screens).
Remote MIS PC / ACD Computer 
(Client or Server) Terms used to distinguish the computer (Client or Server) using the 
CallCenterWorX ACD program (and possibly the MIS program) 
from one or more remote computers using only the MIS portion of 
the program, possibly serving multiple supervisors in a call center.
RS-232A standardized serial interface between Data Communications 
Equipment (DCE) and Data Terminal Equipment (DTE), employed 
as one of the communication interfaces for personal computers. 
Security KeyA 25-pin plug-in device which attaches to the printer port of a 
computer using CallCenterWorX, enabling the program to function 
properly.
Select / click (item)Procedure used to activate a selection. When you click or 
double-click on an icon with a mouse or other pointing device, 
CallCenterWorX opens the related dialog or performs an operation.
Service ModesConditions of operation for an agent position (such as Night mode, 
Break mode, Work mode, Ready mode).
SplitA collection of agents who perform a common function. A tenant 
usually consists of several splits performing different functions 
within the call center. A split number is from one to two numeric 
characters with a valid range from 1-30. CallCenterWorX supports a 
total of 30 splits for all tenants.
Split Inflow & Overflow ThresholdsAn ACD feature which allows calls to be handled quickly when a 
split receives a large number of calls. If a call waits for a certain 
time without being passed to an agent, it can be routed to another 
split. When this routing occurs, the call also remains in the original 
queue, so that it is effectively “in two places at once,” and can be 
answered by the first available agent in either split. 
Overflow handling is controlled by three parameters:
Overflow threshold
Overflow destination
Inflow threshold
The Inflow Threshold prevents a split from being overloaded by 
another split’s overflowing calls. 
Split LevelAn MIS report view which shows the activity of an individual split, 
as opposed to System Level, which summarizes activity over all 
splits.
Stop BitAn interval at the end of each asynchronous character that allows the 
receiving computer to pause before the start of the next character. 
The Stop Bit is always a 1.
System LevelAn MIS report view which summarizes activity over all splits, as 
opposed to Split Level, which views activity of an individual split.
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Note 1:
Some statistical terminology is defined in Chapter 12, “MIS Statistical Definitions and Methods.”
Note 2:
More detailed information on many of the above terms and concepts can be found in the “CallCenterWorX ACD
Features and Specifications” manual. Tally Code 
or CountA feature which allows agents to register the occurrences of several 
specific events using the dial keypad (the 
Tally key). The events may 
be responses to various advertising methods, sales campaigns, or 
calls from particular locations. The MIS reports on Tally Code use by 
Split(s) and by Pilot(s).
Tally-Oh codesA key sequence which is entered by an agent or supervisor in the 
ACD system and is not reported to the MIS. These codes invoke 
various actions, such as statistical displays and mode changes. This 
key sequence always begins with the digit zero, “0.”
TCP/IP A set of protocols to link dissimilar computers across many kinds of 
networks; a set of protocols to provide end-to-end connectivity 
between a data source and a destination on a network.
TenantAn organization of users who form a customer group; a business 
group consisting of many agents (possibly organized into smaller 
groups called splits) performing a variety of functions. 
Trace DestinationA file or a screen display on the ACD console designated to receive 
information from a trace or debugging operation.
TrunkA circuit that carries a call between the NEAX2000 and the telephone 
company’s central office / trunk group. A Trunk circuit number is 
from one to three numeric characters with a valid range from 1-255. 
Trunk Group / Trunk RouteA collection of trunk circuits. A Trunk Group has a common set of 
characteristics for each of its member circuits. Common names 
which refer to trunk groups are DID, DOD, WATS, and FX. A Trunk 
Group number is from one to two numeric characters with a valid 
range from 1-63.
Variable Depth QueuingA feature which allows an ACD call to be queued to a split, 
depending on the number of working agents (logged on and not in 
Break mode) at the time that the ACD call is presented to the split. 
This percentage is programmed in the Split Data screen at maximum 
queue depth.
Example:Maximum Queue Depth 150% 1.50
Number of working agents     x 4
Number of calls allowed in queue 6.00
Wall Message BoardAn LED display board that receives statistical information from the 
CallCenter
WorX MIS and displays the information according to a 
programmed pattern.
Week ScheduleThe name of an ACD MAT command used to select the Call Control 
Vector(s) by which all incoming calls are handled on a 24-hour basis. 
Each schedule can be used as a routing destination for pilot numbers.
What’s This button / Help buttonIcons on the toolbar which allow the user to request additional 
information on a general topic (Help button) or a context-sensitive 
topic (What’s This button).
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