NEC Xen Ipk Features And Specifications Manual
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Features and Specifications Manual A20 – 81 Doc. No. 8201 - Release 1.0 July 2003 Automatic Call Distribution (ACD) A-20 FEATURE DESCRIPTIONThe Automatic Call Distribution (ACD) feature permits any incoming calls (DIT, ANA, DID, and CO Ring Transfer) to a prearranged ACD Group of Agents. An incoming call is distributed to the Agent of the ACD Group that has been idle the longest. The ACD feature has four distinct parts: Call Distribution, Agents and Supervisor Function, Status screens and Management Information System (MIS) reports, and Delay Announcement. SYSTEM AVAILABILITYTerminal Type All terminals. Required Components MIFA-U( ) ETU KMA( )-UA for ACD/MIS VRS(4)-U( ) ETU for Delay Announcement. OPERATING PROCEDURES GENERAL DESCRIPTION CALL PROCESSING This section includes the following features: Abandoned Call Search Abandoned incoming calls are not connected to Agent Positions. The system can recognize abandoned calls and remove them from the queue on trunks that provide calling party disconnect supervision. Call Distribution to Agents Calls are automatically distributed in a uniform manner among Agents in an ACD Group. Calls are distributed to the longest idle Agent Position. When incoming calls are holding, the oldest call is connected to the first available Agent position. Call Transfer to ACD Group Queue CO Trunk calls that have terminated to either a normal station, ACD Agent, or Supervisor Position may be transferred to an ACD group queue. Refer to the Automatic Call Distribution Manual:
July 2003 NEC Business Solutions Ltd 82 – A20Automatic Call Distribution (ACD) Doc. No. 8201 - Release 1.0 July 2003 Night Service When the ACD group is placed in Night Mode, the system can route all incoming ACD calls to one of the following: Internal Station, Night Announcement, transfer to the Attendant, or Trunk-to-Trunk Transfer. Overflow Overflow Service allows calls held in queue for more than a predetermined time to be directed to an assigned station or Station Hunt group, but not to overflow to another group. Queuing All incoming calls destined for ACD groups are placed in queue when no Agent in the ACD group is presently available to handle the call. Queue is used to provide service in order of arrival (first in-first out). Pilot Numbers Pilot numbers are the Access Codes to ACD functions. They are programmed into the System Data according to the numbering plan in effect for the system. Pilot numbers do not correspond to any line appearances in the Xen IPK system. No hardware equipment is required to assign a Pilot number. An ACD Group Pilot number should not be programmed in a Station Hunt group. The Station Hunt feature takes priority over the ACD function. SERVICE CONDITIONSData assignment Restrictions No alert tone is provided even if all Agents in the ACD group are busy. However, Pooled Line (Outgoing) can indicate the status of trunks in an ACD group as an alternative method. General If the Agent (in the ACD group where a call is terminated) does not answer for a predetermined time, the call is transferred to another Agent in the ACD group. If the Agents (in the ACD group where a call is terminated) are all busy, the call waits in a queue until an Agent is available. The caller receives a Delay Announcement and Music On Hold. Calls are answered first- in, first-out. When the overflow destination station is busy, calls continue searching the ACD group for an available Agent. When an incoming call to an ACD group encounters all ACD Agents busy or no answer, the call is queued and the caller receives a recorded announcement (Delay Announcement) after a predetermined time. The ACD group is assigned a Pilot number. Calls directed to the Pilot number are directed to Agents of that ACD group.
Xen IPK Features and Specifications Manual Features and Specifications Manual A20 – 83 Doc. No. 8201 - Release 1.0 July 2003 The following maximum assignments for programming ACD groups and Agents are: zUp to 32 Agents can be programmed per system. zUp to four ACD Groups can be assigned per system. Up to 32 Agents can be assigned in one ACD group. All trunks used for ACD incoming calls must provide a receiving remote disconnect signal to release abandoned calls. Overflow is performed only once. When the overflow destination station is set to Call Forward to an ACD Group, overflow does not occur. A Voice Mail Hunt group can be assigned as the destination station for ACD overflow; however, no DTMF digits are sent to the voice mail system. AGENT AND SUPERVISOR FUNCTION GENERAL DESCRIPTION This section includes the following features: Assistance This feature allows an Agent to call a Supervisor, in the ACD group, for assistance. Activation of this feature, while on an ACD call, automatically places the active call on hold and places an assistance call to the Supervisor. This feature uses a Feature Access or One-Touch key. Break Mode This feature allows the Agent to take a position out of the ACD mode without logging off. Break Mode is used for breaks from work (e.g., lunch or coffee breaks). This feature uses the DND key that is programmed on a Feature Access or One-Touch key. Logon/Logoff This feature allows an Agent to logon/logoff the system. Operating statistics are collected for the Agent until they logoff. This feature is activated by the Logon/Logoff key that is programmed on a Feature Access or One-Touch key on the Agent Position. Non-ACD Call This feature allows Agents or Supervisors to receive calls directly from dial trunks (e.g., Tie line, DID, or DIT) or transferred calls to the agent. The following ACD calls are counted as non-ACD calls by MIS when they are picked up by Agents in another group: transferred ACD calls from another Agent or ACD calls on hold by another Agent.
July 2003 NEC Business Solutions Ltd 84 – A20Automatic Call Distribution (ACD) Doc. No. 8201 - Release 1.0 July 2003 Answer/Release-Headset This feature allows an Agent, that is using a headset, to answer or release an ACD call. This feature uses the Headset On/Off key that is assigned on a line key in System Programming. Volume Control-Headset This feature allows Agents to control the receiving level at their station, independent of the level of the incoming calls. Control of Night Mode This feature allows the Supervisor to activate Night Mode. This feature can be activated and deactivated by the NT key that is programmed on a Feature Access or One-Touch key on the Supervisor terminal. Monitoring (Barge-In) This feature allows the Supervisor to monitor calls at an Agent Position. This feature is activated by key operation on the Supervisor Terminal. During monitoring, the Conference LED lights at both terminals involved. SERVICE CONDITIONSRestrictions An alert tone is provided for the Monitoring feature. Agents can log off or enter Break Mode from their station only when it is idle. While an ACD Agent is logged on, Call Forwarding set at this station does not function. ACD Agents do not receive another ACD call if an existing ACD call is on hold or is call parked. When the held or call parked call is terminated, the ACD Agent can receive ACD calls again. For correct MIS reporting, agents should exit Break Mode before logging off. If an agent logs on with an outside call on hold, the status of the agent on the MIS terminal will show Available, but the system will not distribute an ACD call to the agent until the held call is terminated or transferred to another user. General Break Mode Set allow/deny is assigned by Class of Service. When calls are transferred to an ACD Pilot number using Call Appearance keys, these keys stay lit until the calls are answered and released by Agents. While the Agent is in Break Mode, the Busy Lamp Field (BLF) flashes red.
Xen IPK Features and Specifications Manual Features and Specifications Manual A20 – 85 Doc. No. 8201 - Release 1.0 July 2003 Any Agent in an ACD group can busy their station out by pressing the Logoff key on the Multiline Terminal. When log off is activated, station users can receive calls directed to their station number (but not the ACD group number) and originate calls. During Break Mode, incoming ACD calls cannot be received. ACD MIS interfaces with the Xen IPK MIS application software. RELATED FEATURES LIST GUIDE TO FEATURE PROGRAMMINGFeature NumberFeature Name D-2 Delay Announcement Order and Shortcut System Data NameMemory BlockFunction 1-8-07 Attendant Page-Line Key1-8-08 Station Page-Line Key ¶+BSCard Interface Slot Assignment 7-1 ¶+BSMIF (ACD) Assignment 7-3-00 ¶+BA4Access Code (1-, 2-, or 3-Digit) Assignment1-1-46/47/48031, 032, 040 ¶+AA4ACD/UCD Group Pilot Number Assignment1-12-00 ¶+AA4ACD/UCD Group Agent Assignment1-8-25 ¶+BTSClass of Service (Station) Feature Selection 2 1-8-081-1, 1-4, 1-5 ¶+BTTStation to Class of Service Feature Assignment 4-17 ¶+AAACD/UCD Group Overflow Destination Assignment1-12-01 ¶+AAACD/UCD Overflow Time Selection 1-12-02 ¶+BCTDIT Assignment 3-42 ¶+BCTANA Assignment 3-43 ¶+BTMLine Key Selection for Telephone Mode 4-12 ¶+BTMExtension Line Key Ring Assignment (Day Mode) 4-37
July 2003 NEC Business Solutions Ltd 86 – A20Automatic Call Distribution (ACD) Doc. No. 8201 - Release 1.0 July 2003 ¶+BTMExtension Line Key Ring Assignment (Night Mode)4-38 ¶+AAACD Hunt Time 1-8-40 4When the system is at default this Memory Block must be programmed for the feature to be used. Order and Shortcut System Data NameMemory BlockFunction 1-8-07 Attendant Page-Line Key1-8-08 Station Page-Line Key
Features and Specifications Manual A21 – 87 Doc. No. 8201 - Release 1.0 July 2003 Automatic Call Distribution (ACD Plus) A-21 FEATURE DESCRIPTIONThe NEC ACD Plus is an Automatic Call Distribution ETU that supports up to 40 agents and 12 supervisors. This feature allows any incoming DIT, ANA, DID, or CO Ring Transfer call to terminate at a prearranged ACD Group of agents. The incoming call is either distributed to the agent that has been idle the longest or in accordance with a programmed preference level. Operation includes Automatic Attendant (AA), ACD only, or both AA and ACD. The administration Program uses a Local Area Network (LAN) that allows one administrator and up to five remote PCs, depending on site license, to monitor ACD statistics and generate reports. An agent or supervisor can be an active member in up to four ACD Groups and can be logged on and receive calls from all four groups. SYSTEM AVAILABILITYTerminal Type Multiline Terminals with display and softkeys. Required Hardware Components ACD(8)-U( ) ETU OPERATING PROCEDURES GENERAL DESCRIPTION CALL PROCESSING Abandoned Call Search Abandoned incoming calls are not connected to agent positions. The system removes them from the queue on trunks that provide calling party disconnect supervision. Call Distribution Agents Two methods can be used: Longest Idle Calls are automatically and uniformly distributed to the agent in an ACD Group that has been idle the longest. When incoming calls are holding the oldest call is connected to the first available agent. Preferred Calls are automatically distributed among idle agents according to an assigned priority level of 1 (first) to 9 (last). If agents have the same priority, the system connects the call to the longest idle agent in that priority. Refer to Automatic Call Distribution Manual.
July 2003 NEC Business Solutions Ltd 88 – A21 Automatic Call Distribution (ACD Plus) Doc. No. 8201 - Release 1.0 July 2003 Call Transfer to ACD Group Queue CO Trunk calls that terminate to a normal station, ACD agent, or supervisor can be transferred to an ACD Group Queue. Night Service The administration program assigns ACD Groups to follow or ignore night mode. When an ACD Group is in night mode, the system routes incoming ACD calls to an Internal Station, Night Announcement, transfer to Attendant, or Centrex Transfer. Overflow If all agents are busy and, calls have been held in queue for more than a specified time, overflow allows calls to be directed to an assigned station, Station Hunt Group, another queue, or Off-site using Centrex Transfer. Queuing All incoming calls for ACD Groups are placed in queue if no agent is available. A queue provides first in-first out sequence for call processing. Pilot Numbers A system programmed pilot number is the entry point for callers to an ACD Group. A pilot number corresponds to a Call Arrival key appearance in the Xen IPK system. Each queue has an individual CAR key. An ACD Group Pilot Number must not be programmed in a station hunt group because Station Hunt has priority over ACD. SERVICE CONDITIONSData Assignment: The ACD Plus hardware connects to the Xen IPK through ports the KSU recognises as Voice Mail ports. Eight ACD ports are supported. Voice Prompts and firmware are stored in Flash Memory on the ACD(8)-U( ) ETU. Firmware upgrades are programmed using a serial port on the ETU. For correct operation the CF-BNA timer in Memory Block 1-2-22 should be set to at least 6 seconds longer than the agent rings without answer field in the ACD Administration Application. Restrictions: Up to 40 agents and 12 supervisors can be logged in at the same time to any or all ACD queues, depending on programming If the agent in the ACD Group where a call terminates does not answer after a programmed time, the call is put back in the queue and the agent is logged off. If auto logout is disabled, the call goes to the next available agent or follows overflow. One system administrator can be connected to the server at a time. Up to five remote monitors can be connected to the server at the same time.
Xen IPK Features and Specifications Manual Features and Specifications Manual A21 – 89 Doc. No. 8201 - Release 1.0 July 2003 General: Calls are answered first in-first out Calls are distributed to the longest-idle agent or according to the priority level assigned to an agent. ACD Plus can be programmed per queue to follow or ignore night mode. Maximum programming assignments for ACD Groups and Agents are listed below: z120 Agents per system z12 Supervisors per system z120 Agents can be assigned to one ACD Group z40 Agents and 12 Supervisors can be logged in at the same time. zFour ACD Groups per system GENERAL DESCRIPTIONAGENT AND SUPERVISOR FUNCTION Assistance During an ACD call, An agent can press a programmed Feature Access or One-touch key to automatically place the active call on hold and call the supervisor for assistance. Break Mode The agent can use a softkey to take a position out of ACD Mode for a break from work without logging off. Wrap Mode The agent can use a softkey to take a momentary break to process the previous call. This allows the agent to finish paper work and discuss the call with a supervisor. Logon/Logoff An agent can logon by dialling the pilot number for the ACD port and following displayed prompts. Operating statistics are collected until the agent performs logoff. The agent can press the logoff softkey on the agent position to logoff. Non-ACD Call An agent or supervisors can receive a transferred call or a call directly from dial trunks (e.g., Tie Line, DID, or DIT). Transferred ACD calls from another agent or ACD calls on hold by another agent are counted as non-ACD calls by MIS if they are picked up by agents in another Group. Headset Answer/Release An agent using a handset can press a programmed Headset On/Off Line Key to answer or release an ACD call.
July 2003 NEC Business Solutions Ltd 90 – A21 Automatic Call Distribution (ACD Plus) Doc. No. 8201 - Release 1.0 July 2003 Headset Volume Control An agent can control the volume of the headset independently of the volume of the handset. Control of Night Mode The supervisor can activate or deactivate Night Mode using an NT key programmed on a Feature Access or One-Touch key on the supervisor terminal. A supervisor can also place an individual queue in night mode using softkeys once logged on. Each queue can be set to follow or ignore system night mode. If a queue is set to ignore, it can be placed in night mode only if the supervisor logs in and manually places it in night mode using softkeys. Monitoring (Barge-In) The supervisor can monitor calls at an agent position using a key operation on the supervisor terminal. The conference LED is on at each involved terminal during monitoring. SERVICE CONDITIONSData Assignment: A default alert tone is provided for Barge-In Monitoring. Restrictions: An agent can logoff or enter Break or Wrap mode only when the station is idle. The agent can request these conditions by pressing the applicable softkey during an ACD call. The last entered request is carried out when the telephone returns to idle. An agent cannot receive another ACD call while an existing ACD call is on hold. After the held call is terminated, the agent can then receive ACD calls. Agents and supervisors must have a multiline terminal with display and softkeys. Agent telephones always follow forwarding including ACD calls. The forwarding timers must be verified to ensure that they do not conflict with agent operation or the automatic logout. Incoming ACD calls cannot be received during Break or Wrap Mode. General The LED for a Call Appearance key used to transfer a call to an ACD pilot number remains on until the call is answered by the ACD card. While an agent is logged on, call forwarding set at this station functions and includes calls transferred from ACD. After the agent dials the ACD(8)-U( ) ETU, all agent functions are accessed using softkeys. Any agent in an ACD Group can press their logoff key to busy out the station. The station user can then originate calls or receive calls directed to the station number but not to the ACD Group number.