Nitsuko 124i/384i Software Manual

Automatic Call Distribution (ACD)
Description
 124i Available. 384i Available.
- Basic ACD operation requires
EXCPRU version 2.18 or higher.
ACD is not available with Base
software.- Basic ACD operation requires
system software 3.04 or higher.
- ACD — The Next Generation
requires EXCPRU software 4.02 or
higher. The inDepth and inDepth+ is
not available.- ACD — The Next Generation requires
system software 3.07.18 or higher.
- For more information, refer to the
ACD Manual (P/N 92000ACD**).- For more...

Description (Cont’d)
You can assign an ACD Group with any combination of 1st Announcement, 2nd Announcement and over-
flow method. You can have, for example, a Technical Service group that plays only the 2nd An-
nouncement to callers and then immediately overflows to Voice Mail. At the same time, you can have a
Customer Service group that plays both announcements and does not overflow.
•Agent Log In and Log Out Services
An ACD Agent can log in and log out of their ACD Group. While logged in, the agent is...

Description (Cont’d)
•Rest Mode
Rest Mode temporarily logs-out an ACD agent’s phone. There are two types of Rest Mode:
-Manual Rest Mode
An ACD Agent can enable Manual Rest Mode anytime they want to temporarily log out of the ACD
Group. They might want to do this if they go to a meeting or get called away from their work area.
While logged out, calls to the ACD Group will not ring the agent’s phone.
-Automatic Rest Mode
When an ACD Group has Automatic Rest Mode, the system will automatically put an...

Description (Cont’d)
•Wo r k  T i m e
Work Time temporarily busies-out an ACD agent’s phone so they can work at their desk uninterrupted.
This gives the agent time to fill out important logs and records as soon as they are finished with their call.
There are two types of Work Time:
-Manual Work Time
An ACD Agent can enable Manual Work Time any time they need to work at their desk undisturbed.
You might prefer this Work Time mode if an agent only occasionally has to fill out follow-up paper
work after...

Description (Cont’d)
•ACD — The Next Generation (Cont’d)
-Programmable Wrap-up Timer
When an agent finishes their call, the system automatically starts a wrap-up timer and blocks any ACD
calls to the agent. This gives them time to complete important logs and records before a new call comes in.
When the timer expires, the system returns the agent to the ACD Group to handle new callers.
-InDepth and inDepth+
(384i only)
InDepth and inDepth+ are Windows-based Management Information Systems that work with...

Automatic Route Selection
Description
 124i Available. 384i Available.
- Changing the tone detection setup
and trunk access code requires Base
2.13, EXCPRU 2.18 or higher.- Changing the tone detection setup
and trunk access code requires
system software 3.04 or higher.
- Dial Treatments can contain # and *
characters in Base 2.13, EXCPRU
2.18 or higher.- Dial Treatments can contain # and *
characters in system software
3.06.02 and higher.
Automatic Route Selection (ARS) provides call routing and call...

Description (Cont’d)
•Separate Routing for Selected Call Types
To provide unique control, you can program separate routing instructions for:
- Operator assisted (0 +) calls
- International (011) calls
- Directory assistance (411, 1411 and 555) calls
- Emergency (911) calls
•Separate Routing for Equal Access (10XXX) Calls
Choose different routing for directly-dialed (10XXX + 1) and operator-assisted (10XXX + 0) Equal Ac-
cess calls.
1
•Separate Routing for 976 Calls
Restriction for 976 calls is...

Programming
Yes No
In 2109, assign Authorization
Codes to extensions.
Do any Dial Treatments
require ARS Authorization
Codes?
No YesYesNo NoYes YesNo YesNo
Continued on
next page.
In 2104, enter 0.In 2104, enter 1.
Is system in a conflict
area (i.e., area code
must be preceded by
1)?
StartStopIn 0401 Item 21, enter
0 to disable ARS.
In 0401 Item 21, enter 1 to
enable ARS.
Should the
system use
ARS?
In 2106, define the new Rate
Periods (eight max.). Youll assign Dial Treatments to
trunk groups later on....

Programming (Cont’d)
Make additional copies of
the worksheet as needed.
In 2110, assign ARS Class
of Service to extensions. No Yes
Continued
on the
following
page.
Enter the Call Route
Options Worksheet data
into program 2101.
For each COS on the worksheet,
enter the Service Number (trunk
group) that the Selection Number
should use for the Rate Period
you are programming.
Enter the range of Rate
Periods on the Call Route
Options Worksheet.For each Selection Number, make
copies of the Call Route Options...

Programming (Cont’d)
Stop
Continued
from
previous
page.Should system have
3-digit (NPA or NNX)
routing?In 2103, define the 3-digit
routing table. Enter 0 for
codes 0-199. Selection Number 0 always routes to Trunk Group 1.
Should system have
6-digit (NPA+NNX)
routing?In 2102, define the 6-
digit routing table.
Should the system have
separate routing for 0+,
011, directory assistance
and 911 calls?Assign special
routing in 2108.
Should the system
have separate routing
for Equal Access calls?Assign Equal...