NEC CallCenterWorX ACD User Guide

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ISSUE 1.4

STOCK # 151959

CallCenterWorX

ACD Features and Specifications

MARCH, 2000

NEC America, Inc.

LIABILI TY DIS C LAIMER

NEC America, Inc. reserves the right to change the specifications, functions, o r features, at any time, without notice. NEC America, Inc. has prepared this document for the exclusive use of its employe e s and customers . T h e information contained herein is the p roperty of NEC America, Inc. and shall not be reproduced without prior written approval from NEC America, Inc.

NEAX, D

term

and CallCenterWorX are registered trademarks of NEC Corporation.

All other brand or product names are or may be trademarks or registered trademarks of, and are used to identify products or services of, their respective owners.

MS-DOS and Microsoft are registered trademarks of Microsoft Corporation. Microsoft Windows 95 and Windows NT are trademarks of Microsoft Corporation.

CAUTION: The use of a monitoring, recording or listening devices to eavesdrop, monitor, retrieve or record telephone conversations or other sound activities, whether or not contemporaneous with its transmission, may be illegal in certain circumstances under federal or state laws. Legal advice should be sought prior to implementing any practice that monitors or records any telephone c onversation. Some federal and st ate laws require some form of notification to all parties to the telephone conversation, such as using a beep tone or other notification methods or re quire the consent of all parties to the telephone conversation, prior to monitoring or recording a telephone conversation . Some of these laws incorpora te strict penalties.

NEC America, Inc.

Printed in the USA

CallCenterWorX

ACD Features a nd Sp ecificati ons

Table of Conten ts

FEATURE PAGE

INTRODUCTION................................................................................................................................................ 1

CAPACITIES......................................................................................................................................................3

ABANDONED CALL SEARCH..................... ................ ................. ......... ................. ................ ...........................5

ACD CALL..........................................................................................................................................................6

AGENT PERSONAL QUEUE.............................................................................................................................7

ALTERNATE NIGHT CCV................................................................................................................................11

ANNOUNCEMENTS ........................................................................................................................................12

ASSISTANCE - ACD AGENT............. ................. ................ ................. ................. ................ ........................... 13

AUTOMATIC ANSWER.................................................................................................................................... 15

AUTO WORK MODE FOR PBX CALLS ............... ................. ................ ................. ................ ......................... 17

AVAILABILITY - ACD POSITION............................. ................ .......... ................ ................. .............................19

BREAK MODE.................................................................................................................................................. 21

CALL CONTROL VECTOR.............................................................................................................................. 23

CALL DISTRIBUTION TO AGENTS ................................................................................................................ 33

CALL FORWARDING - SPLIT .........................................................................................................................35

CALL RECOVER..............................................................................................................................................37

CALL TRANSFER TO SPLIT QUEUE .............................................................................................................38

CALL WAITING INDICATION .......................................................................................................................... 40

CALL WAITING LAMP WITH CHIME.................... ................. ................ ................. ................ .......... ...............41

CALLING PARTY IDENTIFICATION ................................................................................................................ 42

CONNECTION DISPLAYS............................................................................................................................... 44

DO NOT DISTURB - SPLIT..............................................................................................................................47

EMERGENCY MONITORING..........................................................................................................................49

FLEXIBLE ID CODES ......................................................................................................................................52

HOLIDAYS SCHEDULING................. .......... ................ ................. ................ ................. .................................. 54

HOT SPLIT........ .......... ................ ................. ................ ................. ................ ................. . ................................. 55

INFOLINK DATA MES SAG ES..................... ................ ................. ................ ........................ ........................... 57

LANGUAGE DEFAULT.................................................................................................................................... 60

LOGON / LOGOFF...........................................................................................................................................61

LOGOFF WARNING ........................................................................................................................................ 63

MONITORING - ACD SUPERVISOR............................................................................................................... 64

MONITOR ME.................................................................................................................................................. 67

MULTIPLE CUST OM ER GROUPS........... ................. ................. ................ ................. ................ ......... ........... 70

MULTIPLE SUPERVISORS.................... ................. ................ ................. ....................... ................................71

CallCenterWorX ACD Features and Specifications i

Table of Contents (Continued)

FEATURE PAGE

MULTI-SPLIT AGENT........................... ....................... .....................................................................................72

NIGHT SERVICE - ACD ........................................................................ ........................ ................................... 81

NON-ACD CALL............................................................................................................................................... 83

OPERATOR SELECTION ................................................................................................................................84

PERSONAL EMERGENCY AND ASSIST.............. ................. ................. ................ .......... ................ ..............85

PILOT NUMBERS.............................................................................................................................................87

PRIORITY QUEUING... ................ ................. ................. ................ ................. ................ .................................88

QUEUING - ACD ..............................................................................................................................................89

RELEASE - ACD POSITION ........ ................. ................. ................ ................. ................ .................................93

RING DELAY..................... ................ ................. ......... ................. ................ ................. ...................................94

SPLITS..............................................................................................................................................................95

SPLIT DISPLAY - ACD POSITION..................................................................................... .............. ................99

SPLIT SELECTION............ ....................... ......................................................................................................100

STRANDED CALL ROUTING.........................................................................................................................1 01

TALLY COUNT...............................................................................................................................................1 02

TALLY-OH CODES.........................................................................................................................................1 03

TALLY REQUIRED.........................................................................................................................................111

TIME OF DAY/WEEK ROUTING....................................................................................................................112

TRUNK TROUBLE REPORT - MIS................................................................................................................ 1 13

VARIABLE Q UEUEING.. ................. ................ ................. ................. ................ ................. ........ .................... 1 14

VOLUME CONTROL (ACD HEADSET).................... ......... ................. ................ .......... ................ .......... . ...... 1 15

WORK MODE. ................ ................. ................ ................. ................. ................ ................. ............................ 1 16

WORK MODE TIME LIMIT........... ................. ................. ................ ................. ................ ...............................1 19

ZIP TONE .......................... ................ .......... ................ ................. ................ ................. . ................................120

APPENDIX A – DEFINIT IO N S................ ......... ................. ................. ................ ................. ............................1 21

ii CallCenterWorX

ACD Features and Specifications

INTRODUCTION

The intent of this document is to provide factual reference material pertaining to the features, operating characteristics and service conditions of CallCenterWorX which operates on the NEAX1000 and NEAX2000 switching systems. In order to effectively utilize this document the reader should have a reasonable working knowledge of a generic ACD system and the manner in which ACDs are deployed. The reader should then be able to refer to a specific ACD feature and read about its exact implementation on the NEC ACD. Inasmuch as a dictionary can be used to learn a language this document can be used to learn what an ACD is and how it operates.

Who should use this document

A salesperson required to respond to quotations for ACD systems can read this document and learn about which features are available without having to concentrate on exact functionality of each feature. He could lim it his rea ding to the General Description so as to have a basic understanding of the product.

On the other hand, a sales engineer may need to know more specific information on exact features operation in order to decide how best to solve a certain call handling problem. The Sales Engineer would most likely need to read entire sections to understand the operating characteristics of ACD features.

Support technicians will also need to refer to this document when ACD problem solving is needed in order to understand whether the ACD is performing “according to spec”.

How this document is organized

This document has been sorted into alphabetical order by feature title. An index is available at the back to aid in cross-referencing certain ACD terminology to the feature(s) which implement the function.

Programming instructions are not present in this document. For latest information on these subjects refer to the ACD System Manual.

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INTRODUCTION

CAPACITIES

The following table outlines the maximum programmable capacities of the ACD. Please be sure to check the hardware compatibility charts in Chapter 2, “System Requirements,”of the CallCenterWorX System Manual (stock # 151947) to verify minimum hardware level required for each version of software.

Table 2: ACD Configuration

System Component Maximum

Announcements (routes) 57 Calls Active (simultaneous calls) 300 Call Control Vectors (20 steps each) 60 Holiday Schedules per Tenant 30 Logon IDs 300 MIS I/O Por t s pe r S y ste m 2 MIS I/O Ports per T enant 2 Multi-splits per Agent 16 Personal Pilot Numbers 300* Pilot Numbers 200* Positions 80** Priority Levels 250 Splits 30 Station Calls 50 TCP/IP Clients (Infolink or MIS) 8 Tenants 9 Transfer-to PBX Numbers 120 Trunk Groups 63 Week Schedules 30 Busy Hour Call Attempts (BHCA) See Note

* The NEAX2000 IVS PBX supports 128 personal pilot numbers and pilot

numbers.

** The number of the positions available is dependent upon the security key.

Note: See the “NEAX2000 IVS

Specifications Manual” for this information.

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Business/Hotel/Data Features and

CAPACITIES

This page is for your notes.

xxxx

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ACD Features and Specifications

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ABANDONED CALL SEARCH

General Description

ABANDONED CALL SEARCH

General Description

This feature prohibits abandoned incoming calls from being connected to agent / supervisor positions. Any trunk call disconnected during ringback tone is considered an abandoned call and is automatically removed from all queues. Trunk calls disconnecting after the first announcement must provide disconnect supervision to be classified as an abandoned call and to be removed from all queues. Once the ACD has answered a call, some central offices are unable to inform the ACD when a trunk is no longer in use. In these cases, the ACD is unable to recognize that the trunk has been abandoned and will connect the idle trunk to an agent / supervisor position.

Operating Procedure

1. A caller has dialed into the ACD and is waiting in queue since no agents were available. While waiting the calling party hears either ringback tone, a message, or music on hold.

2. The caller disconnects prior to being connected to an agent. This could be either while hearing an announcement, listening to music on hold, or even while the agent’s phone is ringing. At this time the abandoned call is detected and the caller will be re moved from all queues he was waiting in.

3. If the abandon occurred while ringing at an agent’s position the agent will be assigned a new call from queue if there are additional callers waiting.

Service Conditions

1. An ACD call is registered as an abandoned call under the following conditions: a. The ACD incoming call is placed in queue and disconnects after hearing

ringback tone.

b. The ACD incoming call disconnects while it is in queue at both the overflow

source and the overflow destination. c. The ACD incoming call disconnects during the first delay announcement. d. The ACD incoming call disconnects while hearing music or silence between

the first and second announcements. e. The ACD incoming call disconnects during the second delay

announcement. f. The ACD incoming call disconnects after the second delay announcement

and before connection to an agent po sition. g. The caller disconnects while the ACD call is being terminated to the ACD

agent position and ringback tone is being provided.

2. If the C.O. trunk is a loop start trunk (unsupervised), the ACD cannot detect the release of a call by the C.O. after the trunk has terminated or is connected to the first delay announcement. Thus, the ACD cannot detect an abandoned call.

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ACD CALL General Description

ACD CALL

General Description

Only calls connected to the ACD through a pilot number or personal pilot number are considered ACD calls and therefore tracked by the MIS system as ACD calls.

Service Conditions

1. Agent ACD lines cannot be restricted from receiving direct calls by the IVS.

2. ACD lines should:

• Not be members of Call Pickup Groups

• Not have CFA, CFNA, or CFB programmed

• Not appear as virtual lines on any other telephone instrument

• Not get dialtone except when performing call transfer

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ACD Features and Specifications

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AGENT PERSONAL QUEUE

General Description

AGENT PERSONAL QUEUE

General Description

Incoming ACD calls wait i n queues until an agent is available to take the call. There are two types of queues for waiting callers: Split Queues and Agent Personal Queues. When a call is waiting in a split queue the next agent who becomes available in the entire split will be assigned the longest waiting call, assuming the call priorities are the same. W h en a call is waiting in an Agent Personal Queue it can only be assigned to a s ingle agent. A variety of overf low timeout, unavailability, and full queue parameters can be programmed for each agent personal queue to provide for alternate call handling when the designated agent does not get to the call in time or is unavailable.

A call is directed to a normal split queue by way of the dialed Pilot Number. A call is directed to an agent’s personal queue by way of a Personal Pilot Number. The personal pilot number is associated with the agent's logon ID and is valid whenever and wherever the agent is logged onto the ACD system.

Calls (internal, external, ACD agent transfers, CCV transfers, emergency, assist, etc.) to the agent's ACD line are made by calling the personal pilot number. If and only if the agent is on an ACD call or is in Work mode, the call will be queued to the agent's personal queue. The

LOGON

lamp functions as the call waiting indicator for the personal queue. Calls in the agent’s personal queue have priority over calls in any split queue.

Six pieces of data may be programmed independently for each agent’s personal queue.

• The Personal Pilot Number: this is the number dialed in order to call to the

personal queue.

• Call Waiting Chime: alerts the agent whe n calls arrive in que ue, may be off, on

first, on always.

• Maximum Queue Depth: how many calls may be waiting in the agent’s personal

queue.

• Forward / Full CCV: how to handle calls when the queue is full or when the

agent is not available. Not available includes the two states of a) not logged into the ACD and b) on Break.

• Personal Queue Timeout: how long a call may wait in queue before

overflowing.

• Overflow CCV: how to handle calls which overflow on timeout.

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AGENT PERSONAL Q UE UE Operating Procedure

Each call that is added to the personal queue, abandons the personal queue, or overflows from the queue invokes a display on the agent's console. The display indicates the current depth of the personal queue; for example,

PERS. QUEUE: 4

A call in a personal queue does not have an associated priority. A call in a split queue does have an associated priority because the handling of a call in a split queue is based on the call's priority and elapsed time in the queue. When a call overflows from a personal queue or is forwarded from a personal queue, and the call is then queued to a split, the call must have a priority assigned to it. Calls that overflow/ forward from a personal queue are placed in one of two categories for the purpose of assigning a priority:

• Calls that were received on an ACD trunk are given the priority of the trunk.

• Calls that were not received on an ACD trunk are given a priority that is programmed in the ACD database. The single priority is set on a tenant-wide basis.

Operating Procedure

The agent is handling an ACD call or is in Work mod e , when a non-emergency/ non-assist call to the agent's personal pilot number is received:

1. The call is queued to the agent's personal queue.

2. The agent's display shows

PERS. QUEUE: 1

, which indicates that a single call (in

this example) is in the agent's per sonal queue.

3. The

LOGON

lamp, functioning as the call waiting lamp for the personal queue,

begins flashing.

4. If programmed to do so, a chime (personal queue chime) will sound as an audio alert to the agent. The chime can be programmed t o sound only f or the first call queued, to sound for each call queued, or not to sound.

5. The calling party may be immediately connected to an announcement (personal queue announcement). This announcement, which is specifically for agent personal calls, is programmed on a tenant-wide basis. All calls to any personal queue will hear the same announcement.

6. The call to the a gent's personal pilot number will have a higher pr iority than any non-emergency / non-assist call queued to a split. When the agent becomes Ready the personal queue call will connect to the agent.

7. When the call is ringing and when the agent answers the call, the display shows

PRS ORDERS

, for four (4) seconds, followed by

TIME IN Q: 0:28

(for example). The consecutive displays indicate that the call is from the personal queue, identify the source of the call (trunk / party, etc.), and provide the amount of time the call spe nt in the que ue.

8. If the timer expires, the call will be handled by the over flow (Forward / Ful l) CCV step indicated in the ACD database. If another ACD agent subsequently

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AGENT PERSONAL QUEUE

Service Conditions

receives the overflowed c all, that ag ent's display will indicate that the call overflowed from a specific personal queue; for example

PRS OVF SAM

9. If the agent logs off or enters Break mode, the call will be handled by the overflow (Forward / Full) CCV step indicated in t he ACD database.

The supervisor is handling an ACD call or is in Work mode, when an emergency / assist call to the supervisor's personal pilot number is received:

1. The call is queued to the supervisor's personal queue.

2. The supervisor's display shows

PERS QUE: EMERG

PERS QUE: ASSIST

, for

an emergency call or an assist call, respectively.

3. The

ASSIST

key, functioning as the call waiting lamp for the personal queue, begins flashing. The lamp flashes when the queue depth is one (1) or two (2); it winks when the queue depth is three (3) or greater. The flash and wink thresholds are set in the System s oftware.

4. A chime (personal queue special chime) will sound as an audio alert to the supervisor. The chime will always sound; it is not programmable. The sound pattern of the personal queue special chime is distinct from the sound pattern of the personal queue chime.

5. An emergency call in the personal queue has a higher priority than any other call in the personal queue or any call in any split queue (even an emergency call). An assist call in the personal queue has a higher priority than any other call in any split, with the exception of emergency calls. Requests for the MONITOR ME feature have the s ame priority a s assis t calls. R efer to “MONITOR ME” on

page 67 for related details.

6. When the call is ringing and when the supervisor answers the call, the display shows

EMR4248CCSA22

ASSIST GWEN

(for example) for an emergency call or an assist call, respectively. The emergency call display shows the extension of the agent who made the request, and the identity of the trunk or party connected to the agent. The assist call display shows the name of the agent who is requesting assistance.

NO TE: Personal queue overflow and Full / Forward are not applicable for

Service Conditions

1. The personal queue announcement is connected to each call as soon as the call is queued. The announcement is only played once. Therefore, it is suggested that the announcement informs the caller that additional announcements will not be forthcoming and that the call will be handled elsewhere (if the called agent does not answer, and the personal queue timeout is used and expires). If the personal queue timeout is not us ed, the call will remain in the personal queue until it is either handled by the agent, or the agent logs off or goes into Break mode. In the latter case, the call will go to the personal queue forward step.

NO TE: The overflow timer for personal queue calls which use the personal

CallCenter ACD Features and Specifications

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Monitor Me or Emergency calls.

queue announcement is set to a minimum of 20.

AGENT PERSONAL Q UE UE Service Conditions

2. A personal queue overflow step and a personal queue forward step both point to a step (instruction) in a particular Call Control Vector. The indicated steps can be any CCV instruction.

3. The flash and wink thresholds for the

LOGON

lamp will flash when the queue depth is one or two calls; it will wink

when the queue depth is three or more calls.

LOGON

lamp are not programmable. The

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ACD Features and Specifications

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ALTERNATE NIGHT CCV

General Description

ALTERNATE NIGHT CCV

General Description

Alternate Night CCV provides custom routing on a per Pilot Number basis for incoming ACD calls which encounter splits in the night mode. This feature is activated only when a split is in night mode. Consequently, if a split is in Call Forward mode the Alternate Night CCV assigned to the Pilot Number will not be checked.

Several incoming Pilot Numbers can be directed to a common split for answering of calls during the daytime. When the split is placed in Night Mode, a new Night CCV is specified to handle the calls. Calls to Pilot Numbers which do not specify an Alternate Night CCV will be routed to the split’s Night CCV.

Operating Procedure

1. An ACD position puts the split into night mode via the

NIGHT

key.

2. New calls arriving at t his time will route t o the Altern ate Night CCV specif ied for the Pilot Number dialed.

3. If the Pilot Number dia led does not have an Alternate Night CCV then the split’s night destination is used as a default.

Service Conditions

1. Alternate Night CCV will be used only if the call is not yet queued to any split and the current split being checked is in the Night Mode.

2. Alternate Night CCV cannot be CCV

Index 1, Step1

. Any other Index / Step

combinations are allowed.

3. Incoming calls to Pilot Numbers wit hout an Alternate Night C CV will follow the Night Mode programmed for the split.

4. A pilot in Tenant 1 will not send a call to an Alternate Night CCV which is in Tenant 2.

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ANNOUNCEMENTS General Description

ANNOUNCEMENTS

General Description

Variable length announcements (2-60 seconds) are provided for ACD callers by customer-provided announcement hardware using digital announcement trunk circuits. Announcements are designed to be heard for one complete cycle from the beginning of the message. Since multiple connections to each announcement channel are possible, an appropriate delay may be inserted to wait for the beginning of the spoken announcement, if necessary.

Operating Procedure

1. The ACD system recognizes the termination of an ACD incoming call.

2. The ACD calling party hears ringback tone (RBT).

3. Announcement connections are made by properly programming a Call Contr ol Vector (CCV) . Refer to “CALL CONTROL VECTOR” on page 23 for additional information.

4. When the predetermined ring delay timing parameter set before the delay announcement has passed, the system sends answer supervision to the central office and connects the caller to the announcement. During this process, the ACD call retains its queue position if a “queue to” s tep has been specified.

5. At any point after a “queue to” step (including during the delay announcements), if an agent becomes available, the ACD call is imm ediately connected to the agent.

Service Conditions

1. Announcements are connected only when the transfer is completed.

2. All new calls that are detected within a six-second block of time wil l receive the message simultaneously. Additional calls that arrive in the next s ix-second block of time must wait for t hat message to end, unless additional announcement equipment is made available. The block of time is configured in CM 41 Y=0 function 67.

3. This feature is applicable to ACD incoming calls from a C.O., transferred from an attendant, agent, or PBX station.

4. The announcement source connection method can be a multiple (up to 8) connection with start point seek. This is configured in C M08, feature124, setting 0.

5. The announcement length timer is programmed in the System data on a per-announcement basis.

6. Announcements numbers 2 - 58 can be used, announcement number 1 is unavailable.

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ACD Features and Specifications

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ASSISTANCE - ACD AGENT

General Description

ASSISTANCE - ACD AGENT

General Description

This feature allows an agent to call a supervisor for assistance. Activation of this feature, by the on hold and places an assistance call to a pre-programmed number. This number can be any station in the PBX, an attendant, an individual supervisor, a pilot number for a split of supervisors, a pilot number for a group hunt (either UCD or secretarial), a system speed number, etc. If the target extens ion of the assistance request has display capabilities, then display information identifying the call as a call for assistance will accompany the call.

Operating Procedure

To place an assistance request:

ASSIST

key during an ACD call, automatically places the active call

The following example assumes that an assistance request is sent to a split of supervisors, named “RESCUE”, whose split is programmed for Manual Answer.

1. While on an ACD call, the agent whose extension is 4302, presses the key. The

ASSIST

lamp lights and

ASSIST RESCUE

is displayed at the agent

ASSIST

position.

2. The ACD call is placed on hold and an automatic transfer to the designated split of supervisors is initiated.

3. The agent hears ringback tone and one of the supervisors is rung. If no supervisor is available to take the call, the call waiting indication is provided to each supervisor position. The first supervisor to respond is connected to the agent.

4. The assistance call will connect on the supervisor's ACD line and will display

ASSIST NAME

either

ASSIST 4302

, depending on whether the agent's name is programmed with their logon ID. Refer to “FLEXIBLE ID CODES” on page 52 for more info rma tion.

5. After consulting with the supervisor, one of three thin gs may happen: a. The agent may release from the call, thereby completing the transfer of the

ACD call to the supervisor.

b. The supervisor may release from the call. This will reconnect the agent and

the ACD call.

c. The agent may press the

CONF

key and invoke a three-way conference

between the supervisor, the agent and the ACD calling party.

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ASSISTANCE - ACD AGENT Service Conditions

6. When either the agent or the supervisor disconnects from the assistance call, the

ASSIST

lamp is extinguished and the displays return to their original status.

To cancel an assistance request:

1. After initiating an assistance request and before being answered by a supervisor, the agent may cancel the request by pressing the

TRANSFER

key.

2. The lamp associated with the

ASSIST

key will be extinguished, the agent will be reconnected with the ACD c alling part y, and the dis play will re turn to the original display.

Queuing of Assistance Requests:

1. Assistance requests may be routed to a split of supervisors or an individual supervisor. In the case of a split of supervisors, multiple assistanc e requests can be queued. All the features which apply to CAL L TRANSFER TO SPL IT

QUEUE also apply to assistance requests to a split of supervisors.

2. If assistance requests are being routed to a split of supervisors, they will also appear on the supervisor's ACD line. If the calls are routed directly to an individual supervisor, they will appear on the pr e-programmed line ( e.g., the supervisor's non-ACD line).

Service Conditions

1. During an assist call, either the agent or the supervisor can display the source of the original ACD call and the queue depth by pressing the

LOGON

key. Refer to

“CALLING PARTY IDENTIFICATION” on page42 for additional

information.

2. The directory number used for assistance requests may not contain a “*” or a “#”.

3. Supervisors may be members of the split when it is necessary for them to handle regular split calls. In this case, assist requests s hould be routed to one supervisor's non-ACD line. This non-ACD line can be arranged as a group hunt or have multi-line appearances i f assistance cal ls are requir ed to be handled by more than one supervisor.

4. Assist requests will be ignored while talking on a non-ACD line or during an emergency call.

5. The

ASSIST

key can be dedicated to this feature (ASSISTANCE - ACD AGENT) or to the MONITOR ME feature. The choice is made on a split-wide basis. If the MONITOR ME feature can be invoked when the agent presses the

ASSIST

key is not dedicated to the MONITOR ME feature, the

TALLY

key and enters 006#. Please refer to “MONITOR ME” on page 67 and “TALLY-OH

CODES” on page 103 for related information.

6. When the Assist Destination is a “Personal Pilot” number, the Assist feature does not activate the Personal Pilo t overflow feature.

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AUTOMATIC ANSWER

General Description

AUTOMATIC ANSWER

General Description

This feature gives an agent the ability to determine whether calls should be automatically connected to the headset or handset, or manually answered after ringing. When in Automatic Answer mode, calls are announced using a special tone signal called Zip Tone. All normal calls are preceded by a single burst of tone. Calls which may require special handling (forwarded or overflow calls) are preceded by two bursts of tone.

Operating Procedure

To set AUTOMATIC ANSWER from the Manual Answer mode:

1. The agent or supervisor presses the

2. The Dterm display shows

AUTO ANSWER

AUTO/MAN

. The

key.

AUTO/MAN

lamp lights steadily.

3. All subsequent calls are introduced by a Zip Tone at the agent's or supervisor's headset, and then the calle r is automatically on-line .

To set Manual Answer from the AUTOMATIC ANSWER mode:

1. The agent or supervisor presses the

2. The Dterm display shows

MANUAL ANSWER

AUTO/MAN

, and the

key.

AUTO/MAN

lamp is

extinguished.

3. All subsequent calls are introduced by the normal ringing of the Dterm set.

Service Conditions

1. The

AUTO/MAN

key can be pressed at any time as long as the agent or supervisor

is logged onto the ACD system.

2. If the supervisor or agent is engaged in a call when the

AUTO/MAN

key is pressed, the answering mode change will take effect upon the completion of the call in progress.

3. If the agent or supervisor is in the Auto mode and hears Zip Tone (introducing the next call), and presses the

AUTO/MAN

key at that moment, the next call will not be answered until after the current call is completed. Refer to “ZIP TONE”

on page 120 for related information.

4. When the agent console is set for AUTOMATIC ANSWER, normal ACD calls are introduced by one burst of tone (i.e., Zip Tone). Overflowed calls and calls

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AUTOMATIC ANSWER Service Conditions

which arrive at the agent position as a resu lt of forwarding from another split are announced by two bursts of tone.

5. AUTOMATIC ANSWER applies only to ACD calls. It does not apply to calls which terminate to an agent's or supervisor's LINE key.

6. AUTOMATIC ANSWER applies only when the agent position i s not engaged in any other call. If the agent position is engaged in a call when the ACD call arrives (for example, if the agent is talking on the LINE key), then the ACD call will terminate as though Manual Answer was set.

7. The answer mode change can be operate d at a ny time a position is occ upied. A split parameter determines the def ault setting f or thi s feature for a particula r position each time an agent or supervisor logs in.

8. Agents can be restricted from changing their answer mode by not assigning an

AUTO/MAN

key to the agent position. In that case, the split default will remain in

effect.

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ACD Features and Specifications

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AUTO WORK MODE FOR PBX CALLS

General Description

AUTO WORK MODE FOR PBX CALLS

General Description

Agent positions can automatically be placed in Work mode and Ready mode based on calling activity on their associated PBX line. There are 6 split-based features which control the setting of Work or Ready mode and the optional timeout associated with the Work mode. Since the 6 features can all be set independently of on another there are 26 combinations or 64 different ways for these features to interact.

Rather than attempt to describe 64 combinations of features, this document will explain how each of the 6 features work and describe a few of the interactions. It is anticipated that the other interactions can be inferred from these examples or from common sense. Should both of those avenues fail, then an actual trial of the specified combination should be conducted using a live system to see what the outcome will be.

For the purposes of these explanations it is assumed that Work mode is not restricted by split programming.

6 Auto Work Featu re s:

• Auto Work Mode with Incoming Ringing PBX call

• Auto Work Mode with Answer of Incoming PBX call

• Auto Work Mode with Start of Outgoing PBX call

• Auto Ready Mode with Release of Any PBX call (incoming or outgoing)

• After ACD Call Work Mode Timeout

• After PBX Call Work Mode Timeout

Auto Work Mode with Incoming Ringing PBX Call

When this feature is enabled, an agent position in the Ready mode will be automatically placed in the Work mode when a call commences ringing on the associated PBX line.

Auto Work Mo de wi th Answer of Incom ing PB X Call

When this feature is enabled, an agent position in the Ready mode will be automatically placed in the Work mode when a call on the associated PBX line is answered.

Auto Work Mode with Start of O ut go i ng PB X Ca ll

When this feature is enabled, an agent position in the Ready mode will be automatically placed in the Work mode upon going off hook on the associated PBX line and getting dial tone.

CallCenter ACD Features and Specifications

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AUTO WORK MODE FOR PBX CALLS Auto Ready Mode with Release of Any PBX Call

Auto Ready Mo de with Re lease of Any PBX Call

If any of the Auto Work Mode features forced an agent position into the Work Mode as a result of activity on the associated PBX line then this feature will force the position back to the Ready Mode at the conclusion of the call.

PBX Call Work Mode T imeout

If an Automatic Work Mode was asserted as part of an interaction with an incoming or outgoing PBX call then it, too, may be either timed or permanent. If it is a timed Work mode the timer will begin at the moment the Automatic Work Mode was enforced. Subsequently, many different outcomes are possible.

• The timer expires while the PBX call is still in progress.

At that moment the ACD status will be set to Ready and an incoming ACD call is now possible even though the PBX call is still in progress.

• The timer expires after the PBX call is complete, Auto Ready Mode is not

being used. An ACD call will not connect until the expiration of the timer. A new PBX call placed or received during this interval will reset the timer to its full value.

• The timer expires after the PBX call is compl ete, Auto Ready Mode is being

used. The Auto Ready Mode will take precedence here and mark the ACD status as Ready for a new incoming ACD call. The timed Work mode is aborted.

If the Work Key is pressed at any time during the timed work modes described in this section it will operate as shown in the diagram above.

Operating Procedure

1. The 6 features are implemented using the ACDSPL MAT command. The command data is on a split-wide basis.

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ACD Features and Specifications

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AVAILABILITY - ACD POSITION

General Description

AVAILABILITY - ACD POSITION

General Description

After-Call Availability allows a split to be assigned to either Automatic-Available mode or Automatic-Work mode. This is referred to as the after-call work mode.

In Automatic-Available mode, a position becomes available to receive new ACD calls immediately upon disconnecting from the previous call. In Automatic-Work mode, a position is unavailable to receive ACD calls after disconnecting from the previous call. Automatic-Work mode allows the agent time to perform miscellaneous activities that may be associated with the ACD call.

After-call work mode may have a time limit which will automatically force the position to Available mode upon expiration. If the After-call work mode is timed then the Work LED will flash continuously until the timeout expires.

The after-call mode and optional Work Timeout are set on a per-split bas is through the ACD MAT or a MIS terminal. Agents may change their after-call mode during an ACD call.

Operating Procedure

Automatic-Available Mode set for split:

1. An agent is engaged in an ACD call. The

WORK

lamp is not lit and the lamp

associated with the ACD CALL key is lit.

2. If the ACD call is disconnected, the lamp associated with the ACD CALL key is turned off, the position becomes available, and

3. If the agent presses the

WORK

lamp is lit,

WORK

WORK PENDING

key before the ACD call is disconnected, the

is displayed, and the Automatic-Work mode

READY

is displayed.

is selected for this c all only.

Automatic-Work Mode set for split:

1. An agent is engaged in an ACD call. The

WORK

lamp is lit and the lamp

associated with the ACD CALL key is lit.

CallCenter ACD Features and Specifications

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AVAILABILITY - ACD POSITION Service Conditions

2. If the ACD call is disconnected, the lamp associated with the ACD CALL key is extinguished, the position becomes unavailable, and

WORK MODE

is displayed

for a short time.

3. If the agent presses the

WORK

lamp is extinguished and the Automatic-Available mode is selected for

WORK

key before the ACD call is disconnected, the

this call only.

4. After releasing the call and entering the Automatic-Work mode, the agent must press the

WORK

key to leave the Automatic-Work mode and become available

to receive new ACD calls.

Service Conditions

1. The after-call mode can be operated whenever a position is occupied.

2. A position is forced into the Automatic-Work mode immediately after an agent or supervisor logs on. T he

WORK

key must be pressed to begin receiving ACD calls. When the first and all subsequent ACD calls are received, a split parameter will automa tically set the appropriate after-call mode for the posit ion.

3. The conditions for Automatic- Available / Automatic-W ork mode ca n be set on a per-split basis. The operating mode can be changed either from the ACD MAT or from a MIS terminal.

4. During after-call Automatic-Work mode , no ACD incoming calls are allowe d to terminate to the ACD position. However, non-ACD incoming calls can be terminated or originated from the ACD position's PBX line.

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ACD Features and Specifications

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BREAK MODE

General Description

BREAK MODE

General Description

This feature allows an agent to take their position out of the queue without logging off or enterin g A utomatic- Work m o de. This featu r e is useful if the agent will be away from the position for a short time, such as for lunch, a coffee break, etc. Since the agent does not log off when using BREAK MODE, no other agent may log onto this position.

The user can select, for each split, a single break type or nine break types. If nine break types are selected for a split, then whenever an agent in the split requests a break, the agent is prompted for the break type. The CallCenterWorX Management Information System (MIS) allows each break type to be defined with a name, such as “coffee” or “lunch”. This string will be used for MIS reporting purposes.

Operating Procedure

To activate BREAK MODE (single break type):

1. The agent presses the

2. If the agent is not on a call, the display will show call, the display will show changes to

ON BREAK

BREAK

key and the associated lamp is lit.

BREAK PENDING

ON BREAK

. If the agent is on a

. At the end of the call, the display

3. Once on break, the agent may remove the headset jack; no displays or lamps will change.

To activate BREAK MODE (nine break types):

1. The agent presses the

2. The display shows

BREAK

BREAK TYPE?

key and the associated lamp is lit.

3. The agent enters a digit from “1” to “9”, to indicate the break type, and then enters “#” to complete the input.

4. The display shows

BREAK TYPE = N

, where N is the number the agent entered in the previous step. This display will be shown for four seconds. Following this display, if the a gent is not on a call, the display will show agent is on a ca ll, the displa y will show call, the display will change to

ON BREAK

BREAK PENDING

ON BREAK

. If the

. At the end of the

5. If the agent does not indicate a break type (“1” to “9”), within thirty seconds of pressing the

TYPE = 1

BREAK

key, the system will default to break typ e 1, and

will be displayed for four seconds. Following this display, if the agent is not on a call, the display will show display will show change to

ON BREAK

BREAK PENDING

. At the end of the call, the display will

ON BREAK

. If the agent is on a call, the

BREAK

6. Once on break, the agent may remove the headset jack; no displays or lamps

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BREAK MODE Service Conditions

will change.

To cancel BREAK MODE (single break type or nine break types):

1. The agent presses the

BREAK

key.

2. The display shows the time spent on break in minutes and seconds. For example,

3. The

4. The or Ready Mode when the Break Mode is concluded. By operating the

BREAK OVER 35:20 BREAK WORK

lamp is extinguished.

lamp indicates whether the agent will be placed in the Work Mode

WORK

key prior to exiting Break Mode the agent may specify what their next mode will be.

Service Conditions

1. Logging off is permitted while in Break Mode, by pressing the

LOGON

key. The after-call mode may be toggled while on break and set to either AutomaticWork or Automatic-Available.

2. When Break Mode is set at a position, incoming ACD calls are not allowed to terminate to the position.

3. Non-ACD calls can be or iginated from or terminated to a pos ition, while the position is in Break Mode.

4. Every agent position and supervisor position may have a

BREAK

key.

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ACD Features and Specifications

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CALL CONTROL VECTOR

General Description

CALL CONTROL VECTOR

General Description

A Call Control Vector (CCV) is a series of steps that describe how an incoming ACD call is to be handled. A CCV can consist of a maximum of twenty steps. Each step of a CCV is an instruction for handling the call at a specific time. The steps may be programmed in any sequence (see Service Condition # 1) and will be processed in order until an agent answers the call.

When an incoming call is presented to the ACD system, it is processed according to the CCV specified for the dialed pilot number (refer to “PILOT NUMBERS” on

page 87). Thus, specifying different CCVs for different pilot numbers can produce

a variety of call handling patterns. Countless combinations of CCV steps are possible and have been put together in very creative ways to solve complex call handling requirements.

A CCV is a timed sequence of events which control incoming ACD calls prior to their connection to an agent. It is important to understand the timing of CCV instructions in order to construct CCVs which process calls at the proper tempo. The following table shows how much time is used for each CCV instruc tion. Only after that amount of time has passed will a caller proceed to the next step in the CCV.

Table 3: Call Contro l Vector Timing

CCV Step Action Takes This Much Time

Wait until beginning of announcement or 30

Announcement

seconds whichever comes first, then proceed to next instruction

Blank

Conditional Queue to Split

Dequeue from Split

Goto CCV X:Y

Hang Up If Estimated Time To Answer

(Split and Calling Party ETAs)

0 seconds, next instruction processed immediately

Wait 2 seconds, then proceed with CCV #X step #Y.

0 seconds, next instruction processed immediately

0 seconds, process first or second instruction immediately based on testing ETA

If Not Queued then Busy 0 seconds, call disconnected immediately If Not Queued then Goto X:Y

Wait 2 seconds, then proceed with CCV #X step #Y.

IVR Announcement Wait until call disconnects from the IVR

CallCenter ACD Features and Specifications

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CALL CONTROL VECTOR CCV Instructions

Table 3: Call Contro l Vector Timing

CCV Step Action Takes This Much Time

IVR DN

New Priority

Pause X

Queue to Split

Ring Delay

Skip Percent

Tally (Long and Short)*

Tra nsfer To

Up Priority

0 seconds, next instruction processed immediately

W a it X seconds (1 to 999) then proceed with next instruction

0 seconds, next instruction processed immediately

0 seconds, first or second instruction processed immediately based on percentage

0 seconds, next instruction processed immediately

If transfer su cceeds, CCV processing is complete; otherwise, wait 2 seconds and process next instruction.

0 seconds, next instruction processed immediately

Not supported by CallCenterWorX ACD 1.0

CCV Instructions

The following is a list of available CCV instructions and their associated variables.

1. Announcement #n

This instruction connects the caller to the beginning of the specified announcement. These announcements are typically implemented as broadcast announcements which enables several callers to connect and listen to a single play of the announcement together. As part of this broadcast feature, all callers arriving within the first 6 seconds of the announcement will be connected at that time. A caller arriving in the 7th second or later will have to wait for the announcement to finish before being connected to the next play.

As a result of this 6-second connect window, it is recommended that the announcement not contain any critical information in the first 6 seconds of the recording since callers are not guaranteed to be connected du ring that window. It is customary to have a bit of music or non-critical information during the initial 6-second window.

Multiple announcement channels may be implemented to lessen the amount of time a caller may have to wait before being connected. In fact, if sufficient channels are implemented the announcement is consider ed to be non-blocking, that is, there will always be one channel available to play to a newly arriving caller at all time s.

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ACD Features and Specifications

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CALL CONTROL VECTOR

CCV Instructions

Incoming callers with held parties cannot be connected to an announcement, although this will not affect their CCV processing.

An announcement may be used in any CCV and announcements can be shared among splits. Announcements can be used in any order and can be repeated as often as desired, although announcement #1 is not available. Also, each announcement should be followed by a pause which is at least as long as the announcement.

2. Blank

This instruction does not invoke any call processing action. The call will immediately process the next step with no delay.

The Blank instruction is used to simplify future modifications to a CCV. If a CCV is constructed without Blank instructions, and new instructions are added to the CCV at a later time, then the changes could force a major restructuring of the CCV. If a CCV is constructed with Blank instructions, and new instructions are added to the CCV at a later time, then the new instructions can take the place of Blank instructions.

3. Conditional Queue To Split #n

This instruction directs a call to the specified split. The split will not accept the call unless a predefined condition (to be explained) is satisfied. If the condition is satisfied, the calling party will be connected to an agent within the split, if an agent is available. If an agent is not available to accept the call, the call will be placed in a queue of calls waiting to be serviced by an agent. If the condition is not satisfied, the call will be handled by the next step in the CCV. The next step could provide alternate routing (refer to item # 4). The condition serves to control the traffic that the split will accept. The condition is a property of the split, and is defined in the ACD database. There are three options for imposing a condition. The conditions are mutually exclusive; therefore, only one of the following three conditions can be selected.

• Agents Available [minimum] The ACD system will ascertain the number of available agents in the s p lit at the time the call is presented. If the number of available agents is greater than or equal to the minimum specified, the call is accepted and connected to the longest-waiting available agent. For example, if the minimum agent threshold is set at “3”, then calls are connected i f there are three or more available agents. If there are two or fewer available agents, the call will be handled by the next step in the CCV.

• Calls in Queue [maximum] The ACD system will ascertain the number of calls in the split's queue at the time the call is presented. If the que ue depth is less tha n the maximum specified, the call may be queued, or connected if agents are available. For example, if the maximum queue depth is set at “3”, and there are fewer than

CallCenter ACD Features and Specifications

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CALL CONTROL VECTOR CCV Instructions

three calls in queue, calls will be queued, or connected to an available agent. If there are three or more calls in queue, the ca ll will be handled by the next step in the CCV.

• No Calls Accepted The split will not accept any call that is directed to the split by a Conditional Queue to Split instruction. The split will only accept calls that are presented through a Queue to Split instruction.

A call can only be queued to four splits, simultaneously. If a call encounters a Conditional Queue to Split instruction and the call is already successfully queued to four splits, the call will be connected to an agent in the target split, if an agent is available. If an agent is not available, the call will not be placed in the queue for that split. The call will be handled by the next step in the CCV.

When a Conditional Queue to Split instruction points to a split that is either in Night Mode or forwarded, the call will be handled by the next step in the CCV.

4. Dequeue #n

This instruction removes a call from a specified queue or from all the queues in which the call currently resides.

5. End

This instruction terminates the processing of the CCV. The call remains in any queue or queues in which it currently resides, and the caller will be connected to an agent when one is available.

The call processing in a CCV will terminate, without an End i nstructio n, when the entire twenty steps of the CCV have been executed. If the CCV has fewer than twenty instructions, the steps without instructions are treated as Blank instructions.

6. ETA > (Greater Than) / ETA < (Less Than)

This instruction checks all queues a caller is waiting in and determines the best estimated time to answer (ETA). Using this ETA in a comparison with the parameter to the E TA > or ETA < instruction determines whether the next CCV instruction should be skipped.

If result of ETA comparison is TRUE, next instruction is PROCESSED. If result of ETA comparison is FALSE, next instruction is SKIPPED.

Imagine this small CCV example:

3. Queue to1. this is the regular split queue

4. ETA Greater120

5. Goto CCV step8.

6. Queue to3. this could be the standard overflow split

7. ===End===

8. Queue to4. this could be the message center split

9. ===End===

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ACD Features and Specifications

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CALL CONTROL VECTOR

CCV Instructions

If a caller is queued to split 1 and finds that his ETA for that split is greater than 120 seconds (2 minutes) then the call will go to step 8 and will queue to split 4, the message center. If the current ETA is less than or equal to 120 seconds (ETA tests FALSE) then ste p 5 will be skipped and the call will continue with step 6 and queue to the standard overflow split.

ETA steps should be used with some care since they can only be approximations of an estimated time to answer. Many events could occur to cause the ETA estimate to be incorrect by a considerable amount of time.

7. Goto CCV #x Step # Y

This instruction invokes a pause of two seconds before the processing of the CCV continues at the specified step, in the specified CCV. The specified CCV can be the CCV that is currently handling the call, or it can be a different CCV in the same tenant.

8. Hang Up

This instruction disconnects the call by breaking the station or trunk connection. CCV processing is terminated after this instruction. The Hang Up step is designed to provide positive forward disconnect on a supervised trunk circuit particularly after having heard an announcement. Station users who encounter a Hang Up step while calling into an ACD pilot number may receive mixed results based on their exact ca ll scenario at the time as well as th e PBX software level in use. The possible results include busy tone, reorder tone, or the inadvertent completion of a transfer. Because of these variations for station users the feature is best described as “unpredictable” for stations and should be avoided if possible.

9. If Not Queued Goto CCV #x Step #y Or Busy

This instruction provides an alternate routing option if a call cannot be queued for one of the following reasons.

• The target split of a Queue to Split instruction has a full queue.

• The target split of a Conditional Queue to Split instruction does not satisfy the preimposed condition.

• The call is already successfully queued to four splits.

• The target split of a Queue to Split instruction is in Night Mode or forwarded, and the call is already queued to other split(s).

• The target split of a Conditional Queue to Split instruction is in Night Mode or forwarded.

If none of the above reasons exists, then alternate routing is not implemented and the call will be handled by the next step in the CCV.

If one of the above reasons exists, then alternate routing is implemented in one of the following manners.

CallCenter ACD Features and Specifications

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CALL CONTROL VECTOR CCV Instructions

• If a CCV number and a step number are included in the If not Queued instruction, then processing will continue a t the specifie d CCV number a nd step number.

• If a CCV number and a step number are not included in the If not Queued instruction, and the call is not queued to other split(s), then busy tone will be returned to the calling party. The CCV processing will be halted, and the calling party must hang up.

• If a CCV number and a step number are not included in the If not Queued instruction, and the call is queued to other split(s), then the call will be handled by the next step in the CCV.

The If not Queued, Goto or Bus y instruction will be performed only if it follows a Queue to Split or a Conditional Queue to Split instruction. If it does not follow one of the queuing instructions, the If not Queued, Goto or Busy instruction will be ignored and the call will be handled by the next step in the CCV.

On occasion a brief burst of ringback tone may be heard by the caller before the busy tone is connected as a result of this CCV step.

10. IVR Announcement #n

This instruction will connect a caller to an IVR port for the purpose of playing a customized announcement. The IVR equipment will be notified via an Infolink message which announcement has been requested (1 to 99) and which port was used for connection. It will be up to the IVR to speak the desired announcement and inform the ACD when the announcement is complete.

Incoming callers with held parties cannot be connected to an announcement, although this will not affect their CCV processing.

11. IVR DN #n

When calls are connected using this IVR step, the ACD uses the number assigned in the ACDTN command as the IVR pilot number. The IVR DN allows users to specify an alternative UCD pilot number to use instead of the number programmed in the ACDTN. Any subsequent IVR announcements will also use the alternative UCD pilot number.

12. New Priority #n

This instruction is used to change the curr ent prior ity associated with a call to a different priority in all the splits to which the call is currently queued. The priority that is specified in the instruction c an be either hi gher or lower than the present priority.

The variable associa ted with t he instruction is a priority. If a call with a prior ity of “8” encounters the instruction “New Priority 15", the call's priority will change to “15” in all splits it is currently queued to.

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ACD Features and Specifications

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CALL CONTROL VECTOR

CCV Instructions

13. Pause #n

Thi s instr uction delays the processing of the CCV for the specified period of time. During that period of time, the call will remain in the same state it was in when the Pause step was encountered. After the specified period of time has elapsed, the processing of the CCV will resume at the step which follows the Pause step.

14. Queue to Spli t #n

This instruction directs a call to the specified split. The calling party will be connected to an agent within the split, if an agent is available. If an agent is not available to accept the call, the call will be placed in a queue of calls waiting to be serviced by an agent at a priority level determined by the Pilot Number dialed.

If the target split's queue is full, the call will be handled by the next step in the CCV. The next step could provide alternate routing (refer to item # 4).

A call can only be queued to four splits, simultaneously. If a call encount ers a Queue to Split instruction and the call is already successfully queued to four splits, the call will be connected to an agent in the target split, if an agent is available. If an agent is not available, the call will not be placed in the queue for that split. The call will proceed to the next step in the CCV.

When a Queue to Split instruction points to a split that is in Night Mode or is forwarded, the call will follow the target split's night routing or forward routing only if the call is not already in a queue. If the call is already in a queue (or queues), the Queue to Split instruction will be ignored. The call will proceed to the next step in the CCV.

15. Ring Delay #n

This instruction must appear prior to any Queue to Split steps in the CCV in order for it to have the desired effect. The Ring Delay feature is intended to slow down the connection of incoming calls to agents and give a window of opportunity for a host computer to paint an appropriate screen of information for the agent which may aid in proper answering of the call.

Ring Delay specifies a number of seconds to wait after selecting which agent should receive the next call in queue. The actual ringing of the agent’s phone will be intentionally delayed by ‘n’ seconds.

An Infolink application can send a command to the ACD to terminate the artificial delay before time expires if it has determined that it is OK to ring the agent’s phone.

16. Skip %

This instruction causes the next CCV step to be bypassed by a percentage of the calls that reach this step. The indicated pe rcentage of calls will skip the next step and continue immediately with the CCV step that is two steps after the SKIP

CallCenter ACD Features and Specifications

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CALL CONTROL VECTOR CCV Instructions

instruction. The remaining calls will not honor the SKIP instruction and will process the next CCV step. Thus, the SKIP instruction acts as a f ilte r to distribute calls, on a percentage basis, between two consecutive CCV steps.

17. Split ETA > (Greater Than ) / Split ET A < (Less Th an)

This instruction allows CCV processing to be decided based on the Estimated Time to Answer (ETA) for a specified split, as opposed to being based on the ETA of a call in queue. It then compares that calculated Split ETA with a specified number of seconds. If the greater than (>) or less than (<) comparison is met, the next CCV step is processed. The next step is skipped if the comparisons are not met. This allows the CCV to determine the ETA of a split before queuing a call to the split, thus allowing the decision of whether or not to queue a call, for example, to be determined by the current split traffic level.

18. Tally (Long and Sh ort)*

Allows a Tally Code to be sent to the MIS system without the agent having to manually press a “tally key”. To log Tally Codes from 1 to 4 digits in length use the 1 “Tally Short” command from the choice list (F2). Longer Tally Codes, up to 8 digits, may be also be registered. These require two adjacent steps in the CCV and use the 2 “Tally Long” commands from the choice list. Tally Codes registered directly from a CCV will be counted by the MIS system against the CCV Tally DN programmed in the ACDSYS MAT command. This can be an actual ACD position actively being used for calls or it can be an ACD position simply set aside for the purpose of collecting these Tally Codes. In any event, the position DN programmed for Tally Code registration must also be programmed into ACDPSN for proper operation.

* Not supported by CallCenterWorX ACD 1.0

19. Transfer to PBX #n

This instruction tra nsfers the c all to the specified Tr ansfer Index Number (1-9). A Transfer Index Number is associated with a telephone number; the telephone number can have a maximum of twenty-two digits. The telephone number can be associated with an internal extension, an operator, a UCD group, voice mail, an outside number via Least Cost Routing (LCR), or a system speed dial code. This instruction removes the call from every queue in which it currently resides.

With the exception of transfers acro ss CCIS, if the specified telephone number is not busy, this instruction will complete the CCV call processing. If the specified telephone number is busy, CCV processing will resume at the next step following a two-second delay. If the transfer is across CCIS, this instruction will complete the CCV processing whether the specified telephone number is busy or not.

If the transfer is to a local UCD group with all members busy UCD queueing will not take place even if the feature is enabled. The call will continue processing the CCV in the case of an all-busy UCD group.

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ACD Features and Specifications

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CALL CONTROL VECTOR

Operating Procedure

20. Up Priority #n

This instruction is used to change the curr ent prior ity associated with a call to a higher priority in all the splits where the call is currently queued.

The variable associated with the instruction is the amount by which to increment the priority. If a call with a priority of “14” encounters the instruction “Up Priority 4", the call's priority will change to “10”. A priority of “10” is four levels higher than a priority of “14”.

Operating Procedure

The desired Call Control Vectors are created through ACD MAT assignments.

Service Conditions

1. The programming of CCVs is not examined by the ACD system. It is the responsibility of the user to provide a logical sequence of instructions, which produce the desired call handling, in every CCV.

2. An announcement is not guaranteed to be available from its beginning, when an Announcement instruction is encountered. An additional Pause instruction may need to be programmed in order to provide proper sequencing through the CCV. Refer to “ANNOUNCEMENTS” on page 12 for additional information.

3. The If not Queued Goto or Busy instruction is a pplicable to DI D & Tie type trunks. In the case of ringdown trunks, ringback tone is controlled by the C.O.; therefore, busy tone cannot be given to the caller.

4. A “Transfer To” step in the CCV may send a caller off to any number wit hin the number plan established for the PBX system. It is not feasible to describe the exact operation of such a transfer to all possible numbers under all possible conditions. Many of the cases are described below.

When the target is a UCD pilot number in the PBX:

• If a member of the UCD is available the call will be transferred.

• If there are no members available in the UCD the call remains in the ACD

side and continues the CCV with the step following the “Transfer To.”

• The call will not queue to the UCD group even if queuing in the UCD is

enabled.

If the overflow destination is an ordinary station:

• If the station at the overflow destination is a member station of a station

hunting group.:

• If transfer service is set for the station at the overflow destination.:

• When the station at the target is busy, the Transfer-To instruction may be

retried with a Goto instruction.

• When the station at the target is in make-busy state or l ockout state, no trans-

fer takes place.

CallCenter ACD Features and Specifications

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CALL CONTROL VECTOR Service Conditions

If the overflow destination is an attendant console:

• Transfer is executed only when the attendant console group is in Day mode, or when a night attendant console is provided and is in service during Night mode.

• No transfer will take place when the attendant console group is in Night mode and no night attendant console is provided.

If the transfer target is a n external line:

• To designate the external l ine number for the overflow destination, an abbreviated code for SPEED CALLING - SYSTEM is used.

• A maximum of 1000 abbreviated codes can be assigned for the ACD.

• For selecting external routes, LCR, LCRS, etc. can be used.

• When an overflow has encountered all external trunks busy, it may be retried with a Goto instruction.

• When an overflow has encountered all senders busy, it may be retried with a Goto instruction.

• Once an ACD call has been connected to an external trunk, it may not be distributed to agent positions at the overflow origination side even if the destination distant office happens to be busy.

• Tandem connections which release on both the incoming route and the outgoing route cannot be supervised and should be restricted by means of System Data programming.

A Transfer To step will not be executed if it is programmed directly after an announcement step. A Pause step, or the length of the previous announcement step, must be programmed after the Announcement.

A Transfer To step will not be executed if the PBX destination station is programmed as Timing Start in Command 20 (CM20).

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ACD Features and Specifications

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CALL DISTRIBUTION TO AGENTS

General Description

CALL DISTRIBUTION TO AGENTS

General Description

ACD calls are automatically distributed among the agents in a split such that when an agent becomes available, the longest waiting call with the highest priority in the queue is assigned to that agent. Refer to “PRIORITY QUEUING” on pag e88 and

“QUEUING - ACD” on page89 for additional information.

During periods when more than one agent is available and there are no calls in the queue, the first incoming ACD call is assigned, based on a two-level algorithm, to an agent.

Agent preferences

The first level of the algorithm seeks the agent who has the highest preference level specified for th e split. An a gent who is servicing a single s plit is considered to have the highest possible preference level (“ 1”) spe cified for the split. An agent who is servicing multiple splits can have a preference level ranging from “1” (highest) to “4” (lowest) specified for the split. The preference levels for an agent who is servicing multiple splits are set in the ACD database. Refe r to the description of the

“MULTI-SPLIT AGENT” on page72 for more details.

Longest available agent

The second level of the algorithm seeks the agent who has been waiting to service an incoming ACD call (in Ready mode) for the longest period of time.

The following example illustrates the operation of the two-level algorithm.

Table 4: Agent Preference Example

Agent Name

Preference

Level

Waiting

Time

Allan 3 55 seconds

Barbara 1 30 seconds

Charles 1 25 seconds

Denise 2 40 seconds

The first incoming ACD call will be sent to Barba ra. The first leve l of the algorithm removes Allan and Denise from consideration since their respective preference levels are lower than the preference level that Barbara and Charles have in common. The second level of the algorithm removes Charles from consideration since Charles has been waiting to service an incoming ACD call (in Ready mode) for a shorter period of time than Barbara.

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CALL DISTRIBUTION TO AGENTS Operating Procedure

Only incoming ACD calls directed to pilot numbers or personal pilot numbers, and other calls generated within the ACD processor (such as Assist and Emergency calls) may be connected to agents' ACD lines. For proper operation of the ACD, direct calls to an agent's ACD line from stations, DIDs, Tie trunks, CCIS trunks, attendants or any other method (such as call forwarding to agents' ACD lines) are not permitted and must be restricted by the proper programming of the PBX database.

Operating Procedure

No agents available:

1. An incoming ACD call is queued.

2. An agent becomes available.

3. The longest waiting ACD call in the queue with the highes t priority is assigned to that agent.

Agents available:

1. There are no incoming ACD calls.

2. Agents are queued as they become available.

3. An incoming ACD call arrives.

4. The ACD call is assigned to the agent who has the highest preference level, and who, among those agents with the same preference level, has been waiting to service an incoming ACD call (in Ready mode) for the longest period of time.

Service Conditions

1. When calls are waiting in queue, all calls of a higher priority will be answered (in their order of arrival) before calls of a lower priority, regardless of how long a lower-priority call has been waiting.

2. Upon receiving a call, an agent may transfer the call to any destination allowed under normal transfer conditions. When transferring to a CALL PARK location, the agent will hear only a short burst of Service Set Tone.

3. Do Not Disturb (DND) Key The DND Key may have undesirable side effects if utilized at an agent’s ACD position. For example: an agent position left in Ready mode but with the DND feature set for the position’s PBX line (myline) will still receive an ACD call (as a result of the Ready mode) but the position will not ring ( as a result of the DND feature being set). It is up to the ACD user to understand and accept all potential side effects of using the DND key at an ACD position.

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ACD Features and Specifications

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CALL FORWARDING - SPLIT

General Description

CALL FORWARDING - SPLIT

General Description

This feature provides alternate routing for calls destined for a particular split. When split call forwar ding is in effect and a call attempts to que ue for t hat spl it, the ca ll is routed to a pilot number instead of being queued. At this point, the call is handled by the Call Control Vector (CCV) associated with the new pilot number.

Operating Procedures

To forward a call:

1. The agent or supervisor presses the

ENTER NIGHT / FWD?

is displayed.

NIGHT

key while logged onto the ACD.

2. Enter the digit 0, a pilot number, and #.

The split goes into call forwarding, incoming calls are routed to the call forwarding number entered, and the

NIGHT

flashes at all the positions in

lamp

the split.

To cancel a Call Forwarding:

1. Press the

EXIT FWD?

NIGHT

key again.

is displayed at the position

2. The agent or supervisor enters 1# to confirm.

The split exits split call forwarding and the

NIGHT

lamp is extinguished at all

the positions in the split.

Service Conditions

1. Only pilot numbers may be used as the split call forwarding destination.

2. The pilot number us ed for split call forwar ding may not contain a “*” or a “#”.

3. The pilot number for split call forwarding may invoke either a Week Schedule or a CCV.

4. The MIS is not infor med when split call for warding is a ctivated.

5. When a split e nters Night mode automatically us ing the MIS , split call forwarding is canceled.

6. When a call atte mpts to queue to a split us ing a Queue t o Split instruction i n a CCV and the split has call forwarding activa ted, the ne w pilot number r outing for the split is only f ollowed if the split is the primary sp lit for the call. If the split is a secondary split, the Queue to Split instruction is ignored. A primary split is the split specified in the first queuing instruction in a CCV. Splits specified in subsequent queuing instructions in the CCV are referred to as secondary splits.

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CALL FORWARDING - SPLIT Service Conditions

7. When a call attempts to queue to a sp lit using the Conditional Queue to Split instruction in a CCV and the split has call forwarding activated, the Conditional Queue to Split instruction is ignor ed.

8. When alternate routing is required by a s plit, night service may be used to provide a more strategic choice of pilot number s used for the new routi ng (see

“NIGHT SERVICE - ACD ” on page 81 for additional information).

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ACD Features and Specifications

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CALL RECOVER

General Description

CALL RECOVER

General Description

The call recover feature allows an ACD call to ring at an ACD position for a programmed length of time and if unanswered the call will be directed to another available agent or replaced in all of the queues it was originally in at the highest possible priority. If the call is requeued it will be the highest possible priority and will be answered by the next available agent.

Operating Procedure

1. An incoming ACD call rings at an agent’s position. The agent is either unavailable to answer the call or chooses to not answer the call.

2. When the “Call Re cover” timer expires the c all is removed f rom the a gent’s position. The agent’s position is placed in a “Penalty Work” mode and the display will show

CALL RECOVERED

until a key is pressed.

3. The caller will be immediately directed to another available age nt if one exists.

4. If there are no available agents the call will be replaced in all of the queues it was originally queued to at the highest poss ible priority. The call will also continue to process the CCV beginning with the step where it left off.

5. The call will be a ssigned to the next available a gent.

Service Conditions

1. The time used for the Time In Queue display when the call is assigned for the second time will be the cumulative time starting when the call first arrived at the ACD.

2. If a recovered call had been directed via th e agent’s personal queue the call wil l be redirected according to the Forward / Full CCV programmed f or the agent’s logon ID.

3. When a call is recovered and placed back in queue the caller hears hold tone source as provided by the PBX as determined by Command.48 (CM48 Y=0).

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CALL TRANSFER TO SPLIT QUEUE General Description

CALL TRANSFER TO SPLIT QUEUE

General Description

This feature allows calls to be transferred by agents or supervisors, PBX station users, or attendants to splits in the ACD system. The transferred call will be connected to an available agent or the call will be queued, if agents are not available.The transferring party is allowed to remain on the line until the agent answers (screened transfer) or may complete the transfer while still in queue or while ringing the agent (blind transfer).

Operating Procedure

From a PBX station:

1. The PBX station user transfers the calling party to the ACD by dialing a pilot number.

2. A Call Control Vector (CCV) associated with the pilot number is processed and the transferred c all ma y be queued to a split.

3. The PBX transferring station processes the CCV until an agent answers, the PBX station finishes the transfer, or the party being transferred disconnects. All announcement connections indicated in the CCV are skipped over in the case of a transferred call. The PBX transferring party hears only ringback, while transferring, until an age nt answers.

4. The transferring station user may either disconnect, completing the transfer, or may press the

TRANSFER

key again, aborting the transfer. Attempts to

conference at this point will be ignored.

5. If the transferring station disconnects and completes the transfer, the calling party will then begin processing the remainder of the CCV, including announcements.

From an ACD agent's or supervisor's position:

1. The agent or supervisor presses their

TRANSFER

key while on an ACD call or

a PBX call and transfers to the ACD by dialing a pilot number.

2. A CCV associated with the pilot number i s processed and the transferred call may be queued to a split.

3. The agent proces ses the CCV until another agent ans wers, the agent finishes the transfer, or the transferred party disconnects. All announcement connection instructions in the CCV are skipped over. Ringback Tone (RBT) is provided to the transferring agent until another agent answers.

4. The transferring agent may either disconnect (completing the transfer), or may press the

TRANSFER

key again, aborting the transfer. Attempts to conference at

this point will be ignored.

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ACD Features and Specifications

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CALL TRANSFER TO SPLIT QUEUE

Service Conditions

5. If the transferring agent disconnects and completes the transfer, the calling party will begin processing the remainder of the CCV, including announcements.

From an attendant console:

1. The attendant transfers the calling party to the ACD by dialing a pilot number.

2. Busy Tone is provided to the attendant. At this poi nt the attendant may either complete or cancel the transfer. I f the atte ndant completes the transfer, the transferred party will begin processing the CCV, including all announcements. Note that except for transfers across CCIS, no CCV processing is done while the attendant listens to Busy Tone. The attendant must complete the transfer before CCV processing takes effect. For attendant transfers across CCIS, CCV processing will begin when the attendant f irst receives Busy Tone.

Service Conditions

1. Any calling party, except attendants, may be transferred into a split queue.

2. For attendant transfers to a split queue a cross CCIS, CCV processing will begin when the attendant first receives RBT. However, for non-CCIS attendant transfers to a split queue, CCV processing will begin only after the attendant completes the tran sfer.

3. Except for calls across CCIS, attendants are only allowed to transfer calls to pilot numbers. They may not call pilot number s directly. If an attendant dials a pilot number directly, the call is ignored and the attendant will hear RBT indefinitely.

4. If an attendant dials a pilot number directly across CCIS, the call will be treated as a normal trunk call.

5. If an agent or PBX station user transfers a call to a split queue and hangs up before the agent at the destination answers, recall does not occur when the don't answer timer e xpires .

6. In a call transfer to a split queue, overflow service is provided to calls placed in queue.

7. When transferring a call to an ACD pilot numbe r that terminate s to an ACD split, if there is no pause step programmed before the primary Queue to step, the transferred party will not hear any announcements in the CCV index. However, if there is a pause step previous to the Queue to step, the transferring party must release the caller be fore the pause timer expire s to enable the transferred pa rty to hear the announcements. If the pause timer expires during a transfer, the transferred party will not hear the announcements.

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CALL WAITING INDICATION General Description

CALL WAITING INDICA TION

General Description

This feature pro vides visual indica tion of a split's c urrent queue depth by the use of the CW lamp (Call Waiting) and the position's display. The CW lamp is always operative but only provides an approximate indication of the queue depth. The position’s display can show the current queue depth precisely but the display is provided periodically as the agent processes calls. An optional Call Waiting Key may be programmed to generate a display of the current queue depth.

Operating Procedure

1. When the number of ACD calls in a split's queue is greater than or equal to the call-waiting-on threshold, the CW lamp is turned on.

2. When the number of ACD calls in the split's queue is greater than or equal to the call-waiting-flas h threshold, the CW lamp flashes. A database setting can enable a chime to sound at positions in the WORK mode when the lamp comes on or begins flashing.

3. When an ACD agent or supervisor is assigned a new call or goes into Work mode, the number of calls waiting in the split's queue displays on their position. For example,

4. When an agent or supervisor presses the

QUEUE DEPTH: 5

will be displayed if five calls are in the queue.

LOGON

key while engaged in a call, the calling party identification of the original incoming ACD call (trunk calls only) is displayed followed by the number of calls waiting in the split queue. For example,

NATIONAL 17

followed by

QUEUE DEPTH: 5

5. For an on-demand display of the current queue depth and longest waiting caller the agent may press the Call Waiting Key while in any mode.

Service Conditions

1. The CW lamp may be somewhat delayed and is not intended to depict instantaneous queue status.

2. Queue depth is only displayed on an agent's position when there are calls waiting in the split queue.

3. Split data must be set for the desired threshold of calls in queue required to make the CW lamp illuminate or flash to indicate call thresholds have b een exceeded.

4. You must have the proper versions of the DLC line card to receive a “call waiting indication.”

5. Agents and supervisor pos itions in the “Vacant” mode will only ha ve call waiting indication if they ar e programm ed in ACDPSN as split spec ific.

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ACD Features and Specifications

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CALL WAITING LAMP WITH CHIME

General Description

CALL WAITING LA MP WITH CHIME

General Description

An optional chime is available, on a split-wide basis, as a companion audio signal to the visual signals offered by the CW lamp (Call Waiting). The CW lamp can be programmed to light or flash when a given quantity of calls reside in a split queue. There are separate thresholds for lighting the lamp and for flashing the lamp. Refer to “CALL WAITING INDICATION” on page40 for related information. If the chime is selected, the chime will sound at each agent position which is in the Work mode at the time the CW lamp is lit, and at the time the CW lamp begins to flash.

The chime is composed of two half-second beeps, which ar e separated by a halfsecond of silence.

780 Hz. tone

0.5 sec.

silence

780 Hz. tone

Operating Procedure

The use of the chime is indicated through an ACD MAT command. The command data is on a split-wide basis.

Service Conditions

1. The chime will sound only at a position where the agent is in Work mode.

2. The volume of the chime is controlled by the ringer volume switch on the Dterm instrument.

CallCenter ACD Features and Specifications

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CALLING PARTY IDENTIFICATION General Description

CALLING PARTY IDENTIFICATION

General Description

This feature allows calling party information to be displayed on the LCD of the Dterm, when an incoming call is assigned to an ACD agent. The format of the calling party information follows:

1. Incoming Trunk and Circuit Information: A unique eight-character name for an incoming trunk group along with the

trunk circuit number within the group can be displayed. This name is programmed using the ACDTG ACD MAT command. This display is commonly used for ringdown trunks. For example,

2. Called Number Identif ication: DNIS When an incoming trunk calls a particular pilot number, a name associated with

the pilot number can be displayed instead of the eight-character name of the incoming trunk group and the trunk circuit number. The displayed name is programmed in the

Name

field of the ACDPLT ACD MAT command. This

display is commonly used for DID trunks. For example,

NATIONAL 7

SALES DEPT

3. Internal Directory Number: The internal directory number (up to five digits) assigned to the circuit can be

displayed. This display is used for PBX stations calling into the ACD. For example, 70626.

4. Overflow Connections: When a non-transferred call is assigned to an agent in a secondary split, an

overflow message is displayed before the calling party identification indicating that this call is not being assigned to an agent in the split for which it was first queued. For example,

OVF SHI PPING

If the call has overflowed from an agent's personal queue, the display will identify the call as such and will show the na me of the called agent; for example,

PRS O VF FRED

. Refer to “AGENT PERSONAL QUEUE” on page 7 for related

information.

5. Transfer Connections: When a call being transferred by one agent is answered by another agent, an

indi cation of who is transferring the call is displayed. For example,

JONATHAN

XFR

6. Talking notification: While an agent is engaged in a call, the Calling Party Identification of the

original incoming ACD call, along with the number of calls waiting in the split

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ACD Features and Specifications

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CALLING PARTY IDENTIFICATION

Operating Procedure

queue, can be displayed by pressing the

NATIONAL 17

is displayed prior to

LOGON

SHIPPING: 5

key. For example,

. A display showing the amount of time in queue is provided to the agent position when a call is assigned (ringing) and again when the call is answered. For example,

TIME IN Q: 9:17

. The time shown is c omputed as the elapsed time s ince

the caller entered the ACD system and when it is answered (or started ringing).

7. If an incoming ACD call enters the system through a pilot number and the receiving agent uses a pilot number to transfer the call to an agent in another split, the transferred call wil l be identif ied by the ID associated wi th the latte r pilot number. If an ID is not associated with the latter pilot number, the call will be identified by the ID associated with the original pilot number. For example, an agent in Split A receives a call via a pilot number with an associated ID of “SERVICE”, resulting in

SERVICE

being displayed at the agent's position. The agent uses a pilot number to trans fer the call to Split B. Split B has an associa ted ID of “PARTS”. The agent who receives the transferred call in Split B wi ll have

PARTS

number applied in the transfer, the agent in Split B will have

displayed at their pos ition. If an ID was not associated with the pilot

SERVICE

displayed at their position. Refer to “PILOT NUMBERS” on page 87 for related information.

Operating Procedure

1. This feature is assigned through ACDPLT MAT command.

Service Conditions

1. Called number ID (DNIS) display takes precedence over Incoming Trunk and Circuit Information when both are programmed.

2. If no special Calling Party Identification is chosen for a particular trunk, the PBX default is displayed.

3. Names displayed may be limited to seven alphanumeric characters to support certain display formats.

4. The character display data for C.O. Line / Tie Line calls can be assigned on the basis of each trunk route.

5. The character display data for this service is assigned from the ACD MAT.

6. The Calling Party Identification is dis played, by default, for only four seconds; then, the default PBX display is shown. The default setti ngs can be modified using the “connection display” feature.

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CONNECTION DISPLAYS General Description

CONNECTION DISPLAYS

General Description

This feature allows each agent to specify the exact sequence of displays to be delivered to the LCD display at the time of an incoming ACD call connection. There are several displays available providing a variety of information pertaining to the call bein g connected. Different styles of operation give rise to different needs regarding what information is presented first. Now each agent can specify how much information they want and in what order.

The setup for the custom connection displays is controlled by each agent through the entry of a special Tally-Oh code designed for this purpose. By entering the proper codes and durations the agent can customize the sequence and timing o f the displays they will receive when an incoming ACD call commences ringing at the agent position and when the agent answers the call. Only one sequence is specified and the same set of displays will be generated at time of ringing and answer.

The following table indicates which displays can be selected and the Display ID Code for each:

Table 5: Connection Display Codes

Display

ID Code

Display Description

3 Time in queue (merged dis play) 4 Time in queue (stand-alone display) 5 Pilot number text (gate ID) 6 ANI digits received 7 Customer entered digits (via IVR) 8 Answering split name

9 Current queue depth and longest call time 10 unused 11 No displays sent during call connection

12 - 29 reserved

A maximum of 5 displays may be selected. A duration from 3 to 9 seconds is assigned to each display and is specified using the setup Tally-Oh code. As an option, the final display can be set to display for the remainder of the ACD call by entering a time of 0 seconds. A Tally-Oh code exists which can reset the permanent display and allow the standard conversation timer to display.

Three Tally-Oh codes have been added to support the Connection Displays feature.

These codes are available to all ACD agent positions and cannot be restricted. The

Connection Display sequence and timing is stored on a per-agent-logon ID basis

and will be retained from one logon session to the next as long as a Personal

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ACD Features and Specifications

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CONNECTION DISPLAYS

General Description

Emergency Supervisor has not been specified for this agent. Those agents with an assigned Personal Emergency Supervisor will need to setup their Connection Displays each time upon logging onto the system.

Table 6: Connection Display Tally-Oh Codes

Code Format Description

Setup the display sequence and timing for the current agent. D = single-digit display code (3 - 9) DD = double-digit display code (10 - 29) S = number of seconds to display (3 - 9 seconds, or 0 for permanent display) The DS or DDS pairs may be repeated up to 5 times, the ‘#’

021

021DS#

-or-

021DDS#

digit must follow the final entry. A very long entry might look like: Tally+021-44-54-64-74-84# (pluses and minuses are not actually entered, they are shown here for visual separation only). Tally+021-110# will disable displays entirely. This code should not be mixed with any other display codes since its intention is to completely disable the connection displays feature.

022 022#

023D#

-or-

023

023DS#

-or-

023DDS#

On-line help to show a series of 4-second displays describing the avail able displays codes.

Demand display of the specified code. D = single-digit display code (3 - 9) DD = double-digit display code (10 - 29) S = optional number of seconds to display (3 - 9 seconds, or 0 for permanent display. Default = 4)

When using display code 3, time in queue merged display, the actual time in queue will be merged with the previous display if possible. The previous display must be 11 characters or shorter for the merge to be allowed (10 or shorter if the time in queue was over 10 minutes). For example, if the agent entered Tally “021-58-38#” the request is to display the Pilot number text for 8 seconds an d merge the time in queue on the end of the display. If the Pilot number text was “SALES” then the display would show “ number text was “APPLICATIONS” (12 characters) then the first display would be

APPLICATIONS

“ Use display code 4 to force the time in queue display to always be displayed alone,

that is, not merged with the previous display even when space permits. Use a time code of 0 seconds to indicate that the final display should remain on the

display for the duration of the ACD call. Tally-Oh code 009# can be entered at any time to reset the display to the default infor mation. For example, if the agent entered Tally “021-42-60#” the time in queue will be dis played (alone) for 2 seconds (code

42) followed by the ANI digits being displayed for the remainder of the ACD call (code 60). All digits beyond the permanent display will be ignored.

CallCenter ACD Features and Specifications

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SALES 0:48

” for 8 seconds. On the other hand, if the Pilot

” for 8 seconds followed by “

TIME IN Q 0:48

” for 8 seconds.

CONNECTION DISPLAYS

Service Conditions

1. A maximum of 5 displays may be setup with each display being from 3 to 9 seconds.

2. A permanent display (time code of 0 seconds) must be the last dis play in the setup string. Any subsequent codes entered will be ignored.

3. When more than 5 displays a re coded only the first 5 will be displayed, the remaining entries will be ignored.

4. The same display sequenc e and display timing is provided both when the agent position begins ringing with an incoming ACD call as well as when the agent answers the incoming ACD call. The permanent display is only supported after the agent answers the phone and will b e provided as a 9-second display when displayed during the ringing phase. This is a security f eature so that potentially private numbers are not left on display at an unoccupied position.

5. Even a permanent display wi ll be automatica lly reset at the conc lusion of the ACD call.

6. This feature is available to all agents via Tally-Oh codes. The feature itself cannot be restricted.

7. Display timing accuracy is limited to +/- 2 seconds from the time indicated for each display.

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ACD Features and Specifications

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DO NOT DISTURB - SPLIT

General Description

DO NOT DISTURB - SPLIT

General Description

The Do Not Disturb feature disables queueing when there are no agents logged onto the split. When the last agent logs off the split will be automatically placed in the Do Not Disturb mode. Although similar to Night Mode in some respects this feature does not activate the as it is in the Do Not Disturb mode. As soon as an agent logs in the Do Not Disturb mode is cancelled and queueing is enabled. See also “STRANDED CALL

ROUTING” on page101 for how to process calls which were left behind in queue

when the last agent logs off. If the Do Not Disturb mode is active, any Call Control Vector (CCV) step that

would cause a call to be queued to the split is ignored. The CCV processing will continue until a queuing or transfer step is reached. Any Pause and Announcement steps that are encountered, between the ignored queuing step and the subsequent queuing / transfer step, are also ignored.

NIGHT

lamp. Incoming calls cannot queue to this split as long

After the call is queued to another split or transferred to a PBX number, the CCV processing will continue in a normal fashion, with every Pause and Announcement step processed normally.

Operating Procedure

The DO NOT DISTURB option is implemented through the Split Data MAT command. The command data is on a split-wide basis.

The following example illustrates how the feature functions.

Table 7: Do Not Disturb CCV Example

Step CCV INSTRUCTION PARAMETER

1 QUEUE TO SPLIT 5 2PAUSE 15 3 ANNOUNCEMENT 3 4PAUSE 22 5 CONDITIONAL QUEUE TO SPLIT 12 6 ANNOUNCEMENT 4

1. Split #5 has been programmed to be placed in DO NOT DISTURB mode when agents are not logged onto the split. There are no agents logged onto Split #5.

2. A call to an ACD pilot number processes the CCV shown above.

3. The Queue to Split #5 in s tep #1 is ignored, because Split #5 is in DO NOT DISTURB mode.

4. The Pause in step #2 is ignored because the call was not queued dur ing step #1.

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DO NOT DISTURB - SPLIT Service Conditions

5. The Announcement in step #3 and the Pause in Step #4 wil l also be ignored since the call was not queued.

6. The Conditional Queue to Split # 12 is processed. The conditions for queuing are satisfied, and the call is queued to Split # 12.

7. The processing of this CCV will continue from step #6 i n a normal fashion, with all Pause and Announcement steps processed.

8. The first agent logs onto Split #5 and is in Work mode. A call to an ACD pilot number now enters the same CCV. The call will queue to split 5 even though the agent is not yet availa ble. The ca ller will also perf orm the pause from step #2 and hear announcement #3 assuming the agent is not available.

Service Conditions

1. Both a Queue to Split and a Conditional Queue to Split instruction will be ignored if the target split is in DO NOT DISTURB mode.

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EMERGENCY MONITORING

General Description

EMERGENCY MONITORING

General Description

In an emergency, this feature allows a conversation between an agent and an incoming ACD caller to be monitored using a monitor connection between the ACD call and a supervisor. Activation of this feature, while on an ACD call, automatically places a call to a pre-programmed number. This number can be any station in the PBX, an individual supervisor, or a pilot number for a split of supervisors. If the target extension of the emergency request has display capabilities, then display information will accompany the call, identifying it as an emergency call.

Emergency Request Procedures:

Note: The following procedures assume that an emergency request is sent

to the pilot number of a split of supervisors.

To place an emergency request:

1. Simply press the The agent's display shows

EMERGENCY

EMR SUPV A

key while engaged in an ACD call.

and the

EMERGENCY

lamp is lit.

“SUPV A” is the name ass ociated with the split of supervisors.

Related Emergency Request Conditions:

• If no supervisor is available to take the call, a call waiting indication is pro-

vided to each supervisor position. The first supervisor to respond will silently monitor the agent and the calling party.

• When the call is assigned, the supervisor's display shows

EMR #### CCSA

“####” represents the agent position's extension and “CCSA ##” represents the trunk type and trunk circuit number to which the agent is connected.

• When a supervisor answers, the agent's display will show

ANSWERED

and the

EMERGENCY

lamp will blink. When the agent releases

EMERG

from the call, or the supervisor releases from the monitor, the agent's lamp will be extinguished.

• The agent and the call ing party are never d i s connect e d wh ile the supervi-

sor's position is ringing.

To cancel an emergency request :

1. If the request is routed to an individual supervisor's ACD or PBX line, simply press the

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EMERGENCY

key again.

EMERGENCY MONITORING Service Conditions

Queuing of emergency requests:

• Emergency requests may be routed to a split of supervisors or an individual supervisor. In the ca se of a split of supervisors, multiple emergency requests can be queued.

• For emergency split queuing, to ensure the fastest processing, the only CCV steps that will be executed are Queue to Split, Conditional Queue to Split, and Goto, and the reques t will be queued at the highest priority. All other CCV steps will be ignored.

Service Conditions

1. During an emergency, either the agent or the supervisor can display the identification of the original ACD call and the queue depth by pressing the

LOGON

key. Refer to “CALLING PARTY IDENTIFICATION” on page 42 for

additional information.

2. The directory number used for emergency requests may not contain a “*” or a “#” and must be a Dterm station on the same switch as the ACD agent. Therefore it is not possible to route emergency requests out of the local PBX system such as to a CCIS destination phone.

3. Any call forwarding which may be programmed at the target station r eceiving the emergency call will be ignored

4. Supervisor positions are always rung in Manual Answer for the EMERGENCY feature, regardless of their answer mode. This is to guard against unattended supervisor positions being left in R eady mode.

5. Supervisors may be members of a split when it is necessary for them to handle regular split calls. In this case, emergency requests should be routed to a split of supervisors, and the supervisor should work in m ulti-split mode taking calls from both splits. The supervisor’s logon ID s hould specify a higher priority for the emergency split.

6. Emergency requests are only allowed while talking on an ACD line. Requests while on a non-ACD line will b e ignored.

7. Emergency requests are not allowed during an assist call.

8. If the emergency request is sent to an individual line and that line is busy, the agent's display will show

EMERG BUSY

and the

EMERGENCY

lamp will be turned off. The agent may try to send the emergency request as many times as necessary during the call.

Even though the call could not be connected because of the busy condition, a display with chime is sent to the target supervisor position to indicate that an emergency request was made but could not be connected.

9. The supervisor's monitor will not be updated for transfers or subsequent calls as in the MONITORING - ACD SUPERVISOR feature. At the completion of the emergency call, the supervisor will be r eleased.

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EMERGENCY MONITORING

Service Conditions

10. If an agent presses the

EMERGENCY

key while already being monitored by a supervisor for a non-emergency situation, the supervisor will be released from the monitor and the emergency will continue as usual. Emergency requests are not allowed during a supervisor's three-way barge or any other three-way connection in progress at the agent's position.

11. Emergency requests cannot be routed to operators, pilot numbers for group hunts, or destinations over CCIS.

12. When the emergency destination is forwarded All, Busy, or Don’t Answer, the emergency call will not be forwarded.

13. The display will read

MON XXXX

at the supervisor position during the

emergency call.

14. Emergency calls to personal pilot numbers: a. Do not follow the Forward / Full CCV, and

Emerg Busy

is displayed.

b. Do not overflow once they are queued to a personal pilot number.

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FLEXIBLE ID C OD E S General Description

FLEXIBLE ID CODES

General Description

ID codes are used by agents and supervisors to access the ACD system. A considerable amount of information is programmed for each agent’s ID code and this information is used by the ACD system to determine which ca lls the agent will be handling after logging in and which features the agent will have access to.

Some of the logon ID parameters are described in the table below.

Table 8: Logon ID Characteristics

Logon Entity

The Logon ID From 1 digit to 9 digits Default Language English / Japanese / Spanish / Italian / French /

German Agent Name Specify a name for use in displays Split or Splits Specify from 1 to 16 splits Multi-split Allowed Allow or Restrict multiple simultaneous splits Personal Pil ot Nu mb e r Specify a direct ory num ber for Personal Qu eue Personal Queue Depth From 0 to 300 calls may be in queue Personal Qu eue Forwar d

CCV Personal Queue Timeout From 1 to infinity seconds Personal Qu eue Timeout

CCV Personal Queue Chime Call Waiting in queue chime On or Off Personal Assist Specify destination for Assist Personal Emergency Specify destination for Emergency

Specify a CCV for alternate handling

Logon ID Characteristic

Refer to “MULTI-SPLIT AGENT” on page72 and “SPLIT SELECTION” on

page 100 for information on how an ID code determines the split.

Operating Procedure

1. ID codes are created with ACD MAT assignments.

Service Conditions

1. The maximum ID Code length is nine digits. The digits “0” through “9” are allowed (so long as the number does not begin with a “0”).

2. Leading zeros are not permitted in logon ID codes.

3. Each split determines whether ID codes are required for access to the ACD

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FLEXIBLE ID C OD E S

Service Conditions

system.

4. An ID code can only be assigned once in the ACD system regardless of which tenant the ID code is used for.

5. An ID code can only be used in the tenant in which it is assigned.

6. An ID code can only be used at one pos ition at any given t ime. Multiple logons with the same ID code are not pe rmitted.

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HOLIDAYS SCHEDULING General Description

HOLIDAYS SCHEDULING

General Description

Holidays may be programmed up to 365 days in advance. On a holiday, special call routing is in effect for up to eight time-of-day changes. Thirty different holiday schedules, one of which is used on any particular holiday, may be programmed for each tenant.

Operating Procedure

1. See “TIME OF DAY/WEEK ROUTING” on page112 .

Service Conditions

1. Holiday schedule routing takes place only for those pilot numbers which route to week routing. If a pilot number routes directly to a Call Control Vector (CCV), its routing is not affected on a holiday even if holiday routing has been programmed.

2. All incoming ACD traffic must follow the same routing (CCV handling) on a holiday.

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HOT SPLIT

General Description

HOT SPLIT

General Description

This feature was designed to accommodate “automatic” agents or “hot” agents. That is to say, agents who never log on, never log off, and never take breaks. As soon as the ACD is online these “agents” are automatically logged on to the ACD and placed in the Ready Mode to take incoming calls. These “agents” are more accurately described as “machines” because the feature was intended for use with answering machines, dictation machines, voice mail machines, etc.

The feature is name d “Hot Split” because all members of the split must be automatic agents. There cannot be a mixture of standard agent positions and hot agent positions in the same s plit.

Due to the nature of the equipment expected to be used for this feature, it was designed to accommodate only analog station equipment. D

term

stations in particular cannot be used for members of a Hot Split. A member of a Hot Split is called a Hot Position.

Operating Procedure

1. A Hot Position is idle and, therefore, in the Ready Mode. This station is the only

assigned member of a particular Hot Split. Let’s say it is an answering machine.

2. A call arrives to the Pilot Number for this Hot Split and immediately rings the

Ready “agent”.

3. The “agent” (answering machine) automatically answers. Meanwhile, another

call arrives for the Hot Split and is placed in queue.

4. The Hot Split is programmed for 15 seconds of After Call Work Mode Timeout.

This allows the answe ring machine sufficient time to rewind or reset befor e the next call rings through.

5. The first caller hangs up. The “agent” enters After Call Work Mode for 15

seconds.

6. After 15 seconds the Hot Position is automatically placed in the Ready Mode

and since a caller is waiting in queue, it immediately r ings the pos ition.

7. The Hot Position (answering machine) answers the next call.

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HOT SPLIT Service Conditions

Service Conditions

1. A Hot Position is allowed to go off-hook and or iginate outgoing calls. It will be placed in an Unavailable Mode for incoming ACD calls until it goes on hook.

2. Hot Positions are assumed to be in the Ready Mode upon ACD start-up. If the position is off hook and busy, the ACD will make only one attempt to connect a call. Then, upon noticing the busy status, will correctly mark the posi tion as Unavailable and wait for an “on hook”.

3. Hot Split positions are not placed in the “Penalty Wor k” mode as a result of the call recover feature.

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INFOLINK DATA MESSAGES

GENERAL DESCRIPTION

INFOLINK DATA MESSAGES

GENERAL DESCRIPTION

Infolink Data Messages provides a two-way communications link between the ACD and external computer equipment. Typical examples of external computer equipment includes but is not limited to:

• Mini and Mainframe Host Computers

• Desktop Workstations

• Personal Computers

• Interactive Voice Response

The first three categories are obvious examples of computer equipment but what about the fourth? The Infolink message set was specifically designed to support features which are best performed by IVR equipment in addition to several obvious applications which can be done from a host computer. IVRs can provide customized announcements, collect digits (account numbers, billing reference codes, etc.) from customers, and provide voice menuing (“Press ‘1’ for Sales, ‘2’ for Service or ‘3’ for Billing Inquiry”).

Three message sets have been designed for Infolink. External computers may use as little or as much of the data from any of the three sets as needed in order to implement their application. Unnecessary messages may be turned off to reduce transmission bandwidth. Just as there are many words which can be derived using the 26 letters of the alphabet there are also many applications which can be invented using the messages available in the Infolink message sets. We can guess what some of the obvious applications might be but there is no way to predict how far developers can go given the information available from Infolink.

Some of the possible applications which Infolink clients could perform include:

• Agent Screen Pop-Up

• Agent Screen Correlation and Screen Transfer

• Outbound Calling Campaigns

• Electronic Call Transfer

• Customized Announcements

• Host Directed Routing - Host Directed Priority Changes

• Customer Callback

• Predictive Dialing Enhancements

• Phone-In-A-Drawer / Soft phone

• Position In Queue Announcements

• Estimated Time To Answer Announcements

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INFOLINK DATA MESSAGES GENERAL DESCRIPTION

• Leave A Message vs. Stay In Queue Options

The following tables lay out the names of the messages currently available:

Table 9: Inbound Messages from Infolink Clie nt to ACD

Tag Message Description

IA Dialed Digits IB Manage Call IC Split Status / Caller Status Request

Ic Agent / Call Status ID Announcement Request IE Outbound Call Request

Ie Outbound Call Dequeue Request

IF Route Call Request IG Call Manipulation Request IH State Change Request IL Message Subscription

Message Subscription with

Acknowledgement

Table 10: Outbound Messages from ACD to Infolink Client

Tag Message Description

IM ANI / DNIS Information

IN Port Release IO Play Announcement

IP Split Status Notification

Ip Agent / Caller Status Notification IQ Incoming Call Notification

Iq Incoming Call Notification with Splits IR Report IVR Dialed Digits

IS Agent Ringing IT Agent Answer IU Call Disconnect IV Call Transfer

IW Agent State Change

IX Party Acknowledgment IY Sequence Acknowledgment IZ Outbound Call Disposition

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INFOLINK DATA MESSAGES

SERVICE CONDITIONS

Table 11: Inbound Database Change Com man ds from Inf o link Client

to AC D

Tag Message Description

JT Tenant Data (ACDTN) JS Split Data (ACDSPL) JD Position Data (ACDPSN) JL Agent Logon Data (ACDLOG) JV Call Control Vectors (ACDCCV) JP Pilot Number Data (ACDPLT) JG Trunk Group Data (ACDTG)

JW Week Schedule Data (ACDWS)

JH Holiday Schedule Data (A CDHS) JC Holiday Calendar Data (ACDHC)

SERVICE CONDITIONS

1. Communications between the ACD and Infolink client is performed using TCP/IP connection.

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LANGUAGE DEFAULT General Description

LANGUAGE DEFAULT

General Description

This feature allows the selection of a language, applicable to an entire tenant, for use in messages displayed at positions where an agent is not logged onto the ACD system. The following ar e examples of messages that will appear in the selected language:

1. The

2. The messages used during the logon procedure, such as

VACANT

message, displayed when an agent is not logged on at the position;

LOGON I D?

, (if logon

ID codes are used);

3. The messages giving split information (name, queue depth, time of longest waiting call) that are displayed at a vacant position when the agent presses the

AUTO/MAN

key.

This feature offers a choice of six languages:

• English

• French

•German

• Italian

• Japanese

• Spanish

The language used for displays at a position where an agent is logged onto the ACD system is programmable for each logon ID code.

Operating Procedure

This feature is implemented through an ACD MAT command. The command data is on a tenant-wide basis.

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LOGON / LOGOFF

General Description

LOGON / LOGOFF

General Description

Access to the ACD system is controlled either with or without logon ID codes. A logon ID code is used to identify individual agents or supervisors, to the ACD, for statistics gathering purposes. An agent is only permitted to be logged onto the system at one position at a time. Flexible ID Codes can be employed to log onto the ACD system. Refer to “FLEXIBLE I D CODES” on page52 for related information.

Operating Procedures

Logon Procedure:

This procedure varies depending on whether or not logon ID codes are used. The cases are described separately.

When logon ID codes are used:

1. The display shows

2. The agent presses the

VACANT

LOGON

key. The display shows

LOGON ID?

3. The agent enters a logon ID code, using the DTMF keypad, and presses the “#” key after the logon ID code is entered.

4. If an invalid logon ID code is entered, the display returns to

LOGON ID?

and the

agent must enter a correct logon ID.

5. If the entered logon ID code is currently in use, the display briefly shows

and then returns to

USE

6. If a valid logon ID code is entered, the

LOGON I D?

LOGON

lamp is lit, a greeting is provided,

ID IN

and the split the user logged onto is displayed.

7. The console is placed in the Work mode with the Manual / Auto answer mode set to the split's default.

8. The

WORK

key must be pressed before the agent can begin taking calls.

When logon ID codes are not used:

1. The display shows

2. The agent presses the

VACANT

LOGON

key; the

LOGON

lamp is turned on, a greeting is

provided, and the split the user logged onto is displayed.

3. The console is placed in the Work mode with the Manual / Auto answer mode set to the split's default.

4. The

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WORK

key must be pressed before the agent can begin taking calls.

LOGON / L OGOFF Service Conditions

Logoff Procedure (with or without ID codes):

1. The agent or supervisor may log off the system while in Break mode, Work mode, or while ready to take calls.

2. The agent presses the

LOGON

key at this time. Several displays will cycle on the

display for four seconds each: a. A farewell greeting; for example,

GOODBYE RENEE

b. The time since logon in hours, minutes, and seconds; for example,

SHIFT 6:38:08

c. The number of incoming calls handled; for example,

ACD CALLS 138

d. If any calls were handled, the average time spent with each call in minutes

and seconds; for example,

AVG TALK 1:30

e. The cumulative amount of time spent in Work mode during the shift in

hours, minutes, and seconds; for example,

WORK 2:07:25

f. The cumulative amount of time spen t in Break mode durin g the shift in

hours, minutes, and seconds; for example,

g. Finally, the display shows

VACANT

BREAK 1:02:41

Service Conditions

1. When a vacant position displays system is unable to communicate with the telephone instrument. If the key is pressed and the connection is established, the display will show within five seconds. If the connection cannot be established,

R.I.P.

(Reset In Progress), it indicates that the

R.I.P.

will continue

LOGON

VACANT

to be displayed.

2. An agent cannot logoff while on an ACD call. But, if agents do press the logon key during a call, the connection displays associated with the call are displayed again.

3. Split programming can be used to prevent agents from logging off based on the number of calls currently queued to that split. Refer to “LOGOFF WARNING”

on page 63 for more de tails on that feature .

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LOGOFF WARNING

General Description

LOGOFF WARNING

General Description

This feature is programmed on a per-split basis via the ACDSPL MAT command. When a split is marked for Logoff Warning agents will receive the display “Logoff Warning” for a few seconds if they try to logoff while there are still calls in queue. In order to actually logoff the agent must press the Logoff Key a second time after having received the warning message. In other words, the warning message is intended to encourage the agent to continue taking phone calls and, in fact, the agent remains logged on if the key is pressed only one time.

A value is set for the Logoff Warning feature from 1 to 9. The value describes the maximum number of agents still logged onto the split when the warning is given. If the setting is at 5 then only the last 5 agents to logoff from the split will be given the warning message.

The “Logoff Warning” display is shown only when the number of callers waiting in queue for the agent’s split is greater than or equal to the number of agents still logged on. That is, if the setting is at 5 and there are 5 agents logged on but only 3 calls are in queue then an agent will be allowed to logoff and will not receive the warning message. In fact, 2 agents may logoff and neither will receive the message. However, when there are only 3 agents remaining and 3 calls in queue, if one of those agents attempts to logoff the warning will be provided.

Service Conditions

1. For multi-split agents the logoff warning is calculated for each split that the agent is a member of. If any split falls into the logoff with warning threshold then the warning will be provided and the agent’s logoff will be restricted. No indication is given as to which split or splits has remaining calls to be answered.

2. When an agent wishes to logoff when Logoff Warning is enabled it will be required that the agent press the LOGON / LOGOFF KEY two times in succession and that there must be at least a 2 second pause between the two key presses. This should ensure that the agent was given an oppor tunity to see the “Logoff Warning” display and has a chosen to ignore it and logoff anyway.

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MONITORING - ACD SUPERVISOR General Description

MONITORING - ACD SUPERVISOR

General Description

This feature allows the supervisor to select an agent posi tion and to monitor the calls on both the ACD line and the non-ACD line at that position. The agent and calling party are not aware that their call is being monitored. As the agent concludes one call and begins another, switches from one line to another, or transfers, the supervisor's monitor is applied to the current call. If both lines are idle when the monitoring is established, the supervisor will hear quiet tone until the agent either answers a call on one of the lines or places a call from the non-ACD line. At that time, the supervisor will be able to hear both parties.

Operating Procedure

Monitoring an agent's position:

1. While in Work mode, Break mode, or Ready mode (Note), the supervisor presses the

MON/BARGE

key and the display shows

MONITOR NUMBER?

2. The supervisor enters either the ID code of the agent or a “0” followed by the extension number of the position the supervis or wishes to monitor. For example, to monitor the agent whose ID code is “101” and who is at extension “4301”, the supervisor presses either 101# or 04301#. Either a PBX or ACD extension can be used.

3. If the ID code or extension number is valid and the agent has a call in progress on either line, the

MON/BARGE

lamp will flash and the superv isor will hear a Zip

Tone before silently listening in on the a gent's ca ll.

4. If no ACD call is in progress, the

MON/BARGE

lamp will be steadily lit and the

supervisor will hear nothing.

5. As calls are handled by the agent, the supervisor will alternate between the two states described previously.

6. If the agent transfers to a third party, the supervisor will hear the conversation between the agent and the third pa rty. When the agent returns to the or iginal caller, the supervisor will again hea r the age nt and t he original caller.

7. While monitoring a conversation, the monitor function is terminated either by releasing or by pressing the displaying the prompt

MON/BARGE

BARGE?

key. The ACD system will respond by

. To barge, the supervisor enters 1#. To exit from the monitor mode and return to the previous mode, the supervisor enters # or presses the

MON/BARGE

key again.

8. While listening to quiet tone, the monitor function is terminated by pressing the

MON/BARGE

Note: To use this feature, the supervisor must be off-hook and must not use the

SPEAKER

the

64 CallCenter

key once.

key of a D

SPEAKER

term

to monitor an agent. If the

lamp on the superviso r's D

term

SPEAKER

is extinguished w hen the call

key is used

ACD Features and Specifications

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MONITORING - ACD SUPERVISOR

Service Conditions

is released by eith e r th e ag e n t or the ACD call i ng party. If t he sup ervisor presses the monitoring will continue. If the agent receives another call before the supervisor's

SPEAKER

key before another call is routed to that agent,

key is pressed, the monitor function is terminated .

Barging in on the monitored call:

1. Set up the monitor function as described in the preceding section.

2. While the agent is engaged in a conversation on the ACD line and the supervisor is monitoring, the supervisor may press the will respond by displaying the prompt

MON/BARGE

BARGE?

key. The ACD system

. To barge, the supervisor enters

1#. A three-way conference connection is now established.

3. Intrusion tones are provided to both the agent and the calling party pr ior to the conference connection, and the supervisor's

MON/BARGE

lamp will wink.

4. At this time one of two things is likely t o happen: a. The supervisor may press the

RELEASE

key or the

MON/BARGE

key to terminate the conference connection (barge) and return to the monitor connection.

b. The agent may press the

RELEASE

key and relinquish control of the call to the supervisor. In this case, the supervisor will continue to talk to the incoming caller until the call is completed, either by the supervisor pressing the

RELEASE

key or the

MON/BARGE

key, or by the caller releasing first. The supervisor will then return to a monitor connection, either listening to the agent on a new call, or quiet tone if there is no call.

Service Conditions

1. While monitoring or barging, the supervisor can display the identification of the original ACD call and the queue depth by pressing the

LOGON

key. Please see

“CALLING PARTY IDENTIFICATION” on page42 for additional

information.

2. During three-party calls s uch as transf ers and conference s, the supervisor will not be able to barge in, but will continue mon itoring the agent and one of the other two parties. The monitoring will be updated to follow assist calls.

3. A supervisor can only monitor agents that are currently logged onto the ACD system. If a supervisor barges into a monitored call, and the agent releases and logs off, the supervisor will return to the previous mode at the completion of the call.

4. While monitoring an agent's PBX (non-ACD) line, the supervisor cannot barge into the conversation. Barges can only be done while monitoring ACD lines.

5. While the supervisor is monitoring, if the agent being m onitored begins an emergency request, the supervisor will be released. This allows the supervisor to answer the emergency if necessary.

6. When requesting an agent to monitor, if the agent is not logged on, is on an emergency call, or is being monitored by another supervisor, the supervisor will be prompted again.

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MONITORING - ACD SUPERVISOR Service Conditions

7. This feature i s restricted to ACD pos itions. There i s no ca pability to monitor voice connections, conducted by non-ACD users, among the remaining (nonACD) station equipment connected to the switch. The intent of this feature is to provide a secure, ACD-only, performance appraisal function.

CAUTION:The use of a moni toring de vice to eave sdro p may be ill egal u nder

certain circumstances and laws. Legal advice should be sought before implem enting any practice that monitors a telephone conversation. Some federal and state laws require the monitoring party to us e bee p tones, to notify all p art ie s to the telephone conversation, or to obtain the consent of all parties to the telephone conversation. Some of these laws incorporate strict penalties.

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MONITOR ME

General Description

MONITOR ME

General Description

An agent, during an ACD call, can request to be monitored by a specific supervisor. When the agent presses the

ASSIST

key or presses the monitor request is sent to the designated supervisor. Upon answering, the supervisor is in a silent monitor connection listening to the agent and the calling party.

The number (personal assist request number) associated with the supervisor is programmable for each agent.

ASSIST

The

key and the personal assist request number can be used for either the MONITOR ME feature or the ASSISTANCE - ACD AGENT feature. The choice is made for each split. Regardless of which feature the key and number are dedicated to, if an agent personal assist number and a split assist request number are both defined, the personal assist request number will always be used. If an agent is in multi-split mode and a personal assist request number is defined, the quantity of splits which have an assist request number defined is meaningless; the personal assist request number will be applied. Ple ase refer to “MULTI-SPLIT AGENT” on

page 72 for more information.

TALLY

key and dials 006#, a

An agent can also use a Agent Tally-Oh Code to send a monitor request to a supervisor. This is accomplished by pressing the

TALLY

key and entering 006#. As before, if a personal assist request number has been specified for the agent, that number will take precedence over any split assist request numbers that have been specified. Please refer to “TALLY-OH CODES” on page 103 for more inform ation.

The MONITOR ME feature works the same way with both PBX business station lines and PBX lines to supervisors. The monitor lamp is not lit nor can the Supervisor barge into the call. However, the supervisor can use his monitor key to set up the monitoring of another agent while still monitoring the PBX line. When the to-be-monitored agent receives the next call, the ACD phone will ring, telling the supervisor that the agent is receiving a call. The PBX monitor will be disconnected when the supervisor answers the ACD line to monitor the agent he set PBX line.

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MONITOR ME Operating Procedure

Operating Procedure

The following example illustrates how the feature functions.

1. An agent is logged onto a position; the extension is 4281.

2. The agent requests to be monitored either by pressing the function has been programmed via the ACD MAT, or by pressing the

ASSIST

key, if this

TALLY

key and entering 006#. The latter method is always available.

3. While the supervisor's position is being rung, the agent and the calling party remain connected and can continue to converse.

4. The

ASSIST

lamp at the a gent's position is lit, and the displ ay shows the individual supervisor's name or the name of the split of supervisors, if a pilot number is used. Examples of the two displays are, respectively,

JAMES

5. The

MONITOR SUPV. A

MON/BARGE

lamp at the destination supe rvisor's pos ition is li t and the

MONITOR

display provides the extension of the agent who is requesting the monitor activity and the trunk type and number to which the agent is connected; for example,

MON 4281 CCSA 12

. The display appears when the monitor request is

ringing and when it is answered.

6. The supervisor answers the request and begins monitoring the agent and the calling party.

7. The

ASSIST

MONITOR ANSWERED

lamp at the agent's position s tarts to flash and the display changes to

8. At this point, the supervis or is able to relea se the c all or to barge . The latter option results in a three-way call involving the supervisor, the agent, and the calling party. To initiate the barge, the supervisor presses the the ACD system responds with a

BARGE?

prompt. The supervisor can enter 1#

MON/BARGE

key;

to affirm the barge, at which point the agent and calling party are sent an intrusion tone. The supervisor can cancel the monitor activity by either pressing

MON/BARGE

the

key or by entering #.

Service Conditions

1. During the barge (three-way conversation), any of the three parties may release themselves from the call; the other two parties remain connected.

2. The monitor activity, which is silent, is automatic ally cancel ed if the agent transfers to another party.

3. If the connection be tween the calling pa rty and the agent is terminate d prior to the supervisor's response to the monitor request, the request is automatically canceled.

4. An agent can cancel the monitor r equest by pressing the

ASSIST

key, if and only if the call was routed to a specific agent's or supervisor's ACD or PBX line. If a pilot number, personal pilot number, or a party that is not an agent is the target of the monitor request, the request cannot be canceled. Please refer to “AGENT

PERSONAL QUEUE” on page 7 for related information.

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MONITOR ME

Service Conditions

5. When a monitor me is attempted to the busy my line of a digital phone, the digital phone chimes and the LCD dis plays a name if the logon i d has a name assigned in the ACDLOG command, for example - Mon Henry. If a name is not programmed the display indicates the line number of the ACD position, for example - Mon 3000.

CAUTION:The use of a moni toring de vice to eave sdro p may be ill egal u nder

certain circumstances and laws. Legal advice should be sought before implem enting any practice that m on it or s a telephone conversation. Some federal and state laws require the monitoring party to us e bee p tones, to notify all partie s to the telephone conversation, or to obtain the consent of all parties to the telephone co nversation. Some of these laws incorporate stri ct penalties.

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MULTIPLE CUSTOMER GROUPS General Description

MULTIPLE CUSTOMER GROUPS

General Description

The system can be arranged to independently service more than one ACD customer (tenant). Ideally all components of the ACD system should be duplicated for each tenant but in reality some components can be shared.

Utilizing multiple tenants in an attempt to circumvent limitations imposed at a per tenant level does not work, since too many components end up being shared. Tenant limitations exist for a reason often related to software design considerations. Assigning a second tenant to take advantage of a tenant parameter may appear to work at first, but blending all the other components of a multi-tenant ACD can present several difficulties.

Operating Procedure

No manual operation is required.

Service Conditions

1. CallCenterWorX ACD 1.0 does not support multiple tenants.

2. CallCenterWorX AC D 2.0 supports tenants 1-9.

3. Both MY line and ACD have to be in the same tenant.

4. If the logon ID is set for multi splits, the splits have to be in the same t enant.

5. If multi “queue to” s teps are use d in a CCV, the splits ha ve to be in the same tenant.

6. Each tenant must have its own MIS.

7. Any alternate night CCVs must be in the same tenant as the pilot that they are assigned to.

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ACD Features and Specifications

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MULTIPLE SU PERVISORS

General Description

MULTIPLE SUPERVISORS

General Description

Multiple supervisors can be grouped together to form a split when it is necessary for more than one supervisor to serve a split of agents. Assistance and emergency requests can be routed to a split of supervisors, but a split of supervisors does not normally receive incoming call traffic unless it has been programmed as a secondary split to be queued to in a Call Control Vector (CCV). Refer to “CALL

CONTROL VECTOR” on page 23 for more detailed information. All as pects of an

agent split, such as call waiting indication and queuing, also apply to a split of supervisors.

Operating Procedure

For additional reading please see the note for “The Supervisor Concept” on

page 98.

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MULTI-SPLIT AGENT General Description

MULTI-SPLIT AGENT

General Description

This feature allows an individual agent to handle calls from a maximum of 16 splits. The agent's logon ID is programmed to specify whether the agent is permitted to handle calls from a single split (single -sp lit mode) or from multiple sp lits (multisplit mode).

The agent's logon ID is programmed to specify which splits the agent can service. The logon ID permits 1 to 16 specific splits to be listed, or access to any split to be indicated. If specific splits are listed, then a priority (or pre ference level) is assigned to each split. There are four priority levels; splits can be assigned the same level.

An agent who is servicing multiple splits will have calls assigned based on a twolevel algorithm. The firs t level of as signment is based on the pr iorities of the s plits. Calls from the split with the highest priority will always be connected before calls from splits with lower priorities. The second level of assignment is the amount of time that the longest waiting call has been in queue. This level is only used if two or more splits have the same priority. If splits have the same priority, then the call with the longest time in queue will always be connected before calls that have spent less time in queue. The following examples, where an agent is servicing four queue s, illustrat e the two-level algorithm.

Table 12: Call Distribution Algorithm 1

SPLIT

NUMBER

PRIORITY

LEVEL

CALLS IN

QUEUE

LONGEST WAITING

CALL

1 1 1 15 seconds 2 2 4 45 seconds 3 2 7 20 seconds 4 3 3 50 seconds

In this case, the call in Split #1 will be connected to the agent. Split #1 has the highest priority of the splits that the agent is serving. Thus, the fact that Split #1 has the fewest calls and the call with the shortest time in queue is not a consideration.

Table 13: Call Distribution Algorithm 2

SPLIT

NUMBER

PRIORITY

LEVEL

CALLS IN

QUEUE

LONGEST WAITING

CALL

110 2 2 4 60 seconds 3 2 7 35 seconds 4 3 3 65 seconds

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MULTI-SPLIT AGENT

General Description

In this example, the next call that is connected to the agent will be the longest waiting call from Split #2. The split with the highest priority, Split #1, does not have any calls in queue. Split #2 and Split #3 have the same (and next highest) priority. Thus, the longest waiting call will be selected, and that call resides in Split #2 (60 seconds as opposed to 35 seconds).

The splits that an agent can handle are not based solely on the agent's logon ID. A combination of three factors determines which splits a specific agent, at a specific position, can handle. The three factors and thei r associated variables follow.

1. The splits allowed by the agent's logon ID, which can be a list of 1 to 16 specific splits, or any split.

2. The splits allowed by the position, which can be 1 spe cific split or any split.

3. The split mode allowed by the agent's logon ID, which can be s ingle-split or multi-split.

The following paragraphs describe the scenarios associated with each possible combination of the three factors. While examining these scenarios, it would be beneficial to reference Table 14, “Valid Logon ID / Position Combinations,” on

page 75. The table's horizontal axis describes the agent's logon ID (split mode and

allowed splits) and the vertical axis describes the position's allowed splits. The intersection presents the split mode in which the agent will operate and the split or splits the agent will service (indicated with lower-case letters in parentheses).

The single-split mode scenarios: An agent, in single-split mode, whose logon ID lists 1 to 16 allowable splits can log

on to a position with a single specified split (which matches one of the agent's logon ID splits) or a position with any split allowed. As an example, an agent's logon ID specifies the splits 2, 5, 8 and 12. The agent can log on at a position that specifies one of those splits (2, 5, 8 or 12). Alternatively, the agent can log on to a position that allows any split. During the logon procedure, the splits in the logon ID list are displayed sequentially. The a gent indicates the s ingle split of choice by entering 1#; entering # indicates that this is not the s plit of choice. The agent's split defaults, such as the after-call mode and the answer mode, will be the defaults associated with the single split that is chosen.

An agent, in single-split mode, whose logon ID permits any split can only logon at a position that permits a single specified split. The agent will take calls from the single split and the agent's split defaults will be the defaults associated with that split.

An agent, in single-split mode, whose logon ID allows any split is not permitted to log on at a position that allows any split. This combination would force the ACD system to begin to s equentially prompt the agent with the name of ev ery split i n the system, until the agent selected the singl e split in which t hey wish to work. This is not an effective use of agents' time.

CallCenter ACD Features and Specifications

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MULTI-SPLIT AGENT General Description

The multi-split mode scenarios: An agent, in multi-split mode, is not permitted to have a logon ID which allows any

split. This combination would force the ACD system to begin to sequentially prompt the agent with the name of every split in the system, until the agent selected the splits in which they wish to work. As in the previous case, this is not an effective use of agents' time.

If taken together, the last scenario of the single-split mode (an agent's logon ID allows any split, the agent is not permitted to log on at a position which allows any split), and the first scenario of the multi-split mode (an agent's logon ID which allows any split is not permitted), the following ACD condition is the result. If an agent's logon ID allows any split, then the agent will automatically be put into single-split mode and will not be allowed to log on at a position which allows any split.

An agent, in multi-split mode, whose logon ID allows a list of specific splits can log on at a position that allows a single specified split (whe re the split matches one of the allowed splits in the agent's logon ID list) or at a position that allows any split. In both cases, the agent will automatically be allowed to handle calls from every split in the agent's logon ID list. As an example, the agent's logon ID list allows splits 2, 5 and 8. The agent logs on at a position that allows S plit #5. The agent will be allowed to handle calls from splits 2, 5 and 8. The same agent logs on at a position that allows any split. The agent will be allowed to handle calls from splits 2, 5 and 8. The agent's split defaults, such as the after-call mode and the answer mode, will be the defaults a sso c iated with the agent's logon ID attribute split. The attribute split is the first split in the list of allowable splits.

The CW lamp (Call Waiting), fo r an agent i n multi-split mode, reflects the status of every split that the agent is servicing. The CW lamp se rves as a v isu al ind ica tion for changes in the depth of each split queue. Thresholds for each split queue, based on the quantity of calls in the split queue, are programmed to force the CW lamp to light or flash. There are two separate thresholds. Please refer to “CALL WAITING

INDICATION” on page 40 for related information. Since the CW lamp is related to

multiple splits, the lamp is used to indicate the most “s evere” case at any given time. For example, the CW lamp reflects the status of the first split that has either reached a threshold, the first to reach a higher threshold (flashing), or the status of the split which has exceeded a threshold by the greatest amount of calls.

NIGHT

The

lamp, for an agent in multi-split mode, reflects the night mode of the attribute split. The agent is allowed to put the attribute split into Night mode, or remove the attribute split from Night mode. If one of the secondary splits is to be put into or removed from Night mode, then an agent, who is classified as a supervisor, can use a Supervisor Tally-Oh Code. The supervisor presses the

TALLY

key and enters 040# to initiate the process. Please refer to “TAL L Y-OH CODE S ”

on page103 for more information.

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MULTI-SPLIT AGENT

General Description

Table 14 summarizes the valid combinations of an agent's split mode, the splits

allowed to the agent, and the splits allowed to the position. Recall that a logon ID which allows the agent to operate in multi-split mode and service any split is not permitted. The intersection of the rows and columns presents the split mode in which the agent will operate and the split or splits the agent will service (indicated with lower-case letters in parentheses).

Table 14: Valid Logon ID / Position Combinations

Agent’s L ogon ID

Split Mode (single split vs. multi split)

Allowed Splits - List (a, b, c, d) - Any Split

Position’s

Allowed

Splits

Single-Split

List (a, b, c, d)

Single-Split

Any Split

Multi Split

List (a, b, c, d)

Single (a) Single (a) Single (a) Multi (a, b, c, d)

Any Single (a, b, c, d) Not Allowed Multi (a, b, c, d)

The splits allowed to a position or an agent can be changed by using the ACD MAT, the MIS, or a Supervisor Tally-Oh Code. These changes can be implemented while agents are logged on at positions. The impact on the agent's call handling and the agent's ability to log on at the same position in the future are described by the two general statements which follow.

1. If the changes to the splits allowed the position and/or t h e splits allowed the agent produce a situation which is not a valid combination, the agent will be allowed to continue handling calls as before, until the agent logs off.

2. If the changes to the splits allowed the position and/or the splits allowed t he agent produce a situation which is not a valid combi nation, the agent will not be allowed to log on at the sa me position, after the agent logs off.

The following paragraphs describe the scenarios associated with changing the splits allowed to a position, the agent's split mode and the splits allowed to an agent.

Examples of changes, to the splits which are allowed to a position, follow. While examining these cases, it would be beneficial to reference Table 15, “Change

Position’s Allowed Splits,” on page77 . T h e table's horiz on tal axis describes the

agent's logon ID (split mode and allowed splits) and the vertical axis describes the change to the position's allowed splits. The table assumes that prior to the change the agent in single-split mode is servicing Split “a” and the agent in multi-split mode is servicing Splits “a”, “b”, “c” and “d”. The intersection of the rows and columns presents the split or splits the agent will service, after the change, and the agent's ability to log on at the same position in the future. As an example, “a / NO” would indicate that the agent will serve Split “a”, and will not be allowed to log on at the position in the future.

A position that allows a single specific split is changed to a position that allows a different single specific split. If an agent working in single-split mode is logged on at the position and the new split is in the agent's logon ID list of splits or the agent's logon ID allows any split. the agent will immediately begin receiving calls f rom the

CallCenter ACD Features and Specifications

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MULTI-SPLIT AGENT General Description

new split and the agent will be able to logon at the position after the current session. If the new split does not fall within the agent's logon ID list of splits, the agent will continue to handle calls from the original split, but will not be allowed to log on at the position following the termination of the current session. The agent whose logon ID allows any split will handle calls from the new split and will be allowed to log on at the position following the termination of the current session.

A position that allows a single specific split is changed to a position that allows a different single specific split. If an agent working in multi-split mode is logged on at the position and the new split is in the agent's logon ID list of splits , the agent will continue to receive calls from every split they were receiving calls from prior to the change and the agent will be able to logon at the position after the current session. If the new split does not fall within the agent's logon ID list of splits, the agent will continue to handle calls from t he original splits , but will not be allowed to log on at the position following the termination of the current session.

A position that allows a single specific split is changed to a position that allows any split. If an agent working in single-split mode is logged on at the position, the agent will continue to receive calls from the same split. The agent with a logon ID which allows a specific split or specific splits will be able to log on at the position, after the current session is terminated. The agent with a logon ID which allows any split will not be able to log on at the position, following the termination of the current session.

A position that allows a single specific split is changed to a position that allows any split. If an agent working in multi-split mode is logged on at the position, the agent will continue to receive calls from every split they were receiving calls from prior to the change and will be able to logon at the position after the current session.

A position that allows any split is changed to a position that allows a single specific split. If an agent working in single-split mode is logged on at the position, the agent will continue to receive calls from the o riginal split. If the new s plit is i n the agent's logon ID list of splits, the agent will be allowed to log on at the position, after the current session is terminated. If the new split does not fall within the agent's logon ID list of splits, the agent will not be able to log on at the position, following the termination of the current session. An agent who operates in single-split mode and whose logon ID allows any split would not have been permitted to log onto a position that allows any split.

A position that allows any split is changed to a position that allows a single specific split. If an agent working in multi-split mode is logged on at the position, the agent will continue to receive calls from every split they were receiving calls from prior to the change. If the new split is in the agent's logon ID list of splits, the agent will be allowed to log on at the position, after the current session is terminated. If the new split does not fall within the agent's logon ID list of splits, the agent will not be able to log on at the position following the termination of the current session.

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MULTI-SPLIT AGENT

General Description

Table 15, “Change Position’s Allowed Splits,” on page 77 summarizes the changes

to a position's allowed splits. The table's horizontal axis describes the agent's logon ID (split mode and allowed splits) and the vertical axis describes the change to the position's allowed splits. The table assumes that prior to the change the agent in single-split mode is servicing Split “a” and the agent in mult i-split mode is servicing Splits “a”, “b”, “c” and “d”. The intersection of the rows and columns presents the split or splits the agent will service, and the agent's ability to log on at the same position in the future. As an example, “a / NO” would indicate that the agent will serve Split “a”, and will not be allowed to log on at the position in the future.

Table 15: Change Position’s Allowed Splits

Agent’s Logon ID

Split Mode (single-split vs. multi-split)

Allowed Spli ts - Li st (a, b , c, d) - Any Split

Change in the

Position’s allowed

splits

Single-split

List (a, b, c, d)

Single-split

Any Split

Multi-split

List (a, b, c , d)

Single (a) --> Single (b) b / Yes b / Yes a, b, c, d / Yes

Single (a) --> Single (e) a / No e / Yes a, b, c, d / No

Single (a) --> Any a / Yes a / No a, b, c, d / Yes

Any --> Single (b) a / Yes Not Allowed a, b, c, d / Yes

Any --> Single (e) a / No Not Allowed a, b, c, d / No

Examples of changes to the agent's split mode: The table's horizontal axis describes the agent's logon ID (split mode and allowed

splits) and the vertical axis describes the change to the agent's spl it mode. The table assumes that prior to the change the agent in single-split mode is servicing S plit “a” and the agent in multi-split mode is servicing Splits “a”, “b”, “c” and “d”. The intersection of the rows and columns presents the split or splits the agent will service after the change, and the agent's ability to log on at the same position in the future. As an example, “a / YES” would indicate that the agent will serve Split “a”, and will be allowed to log on at the position in the future.

An agent working in single-split mode can only be changed to multi-split mode if the allowed splits are a list, as opposed to any split. An attempt to change an agent's logon ID from single-split mode, allowed any split, to multi-split mode, allowed any split, will be denied. The resultant logon ID (multi-split, any split) is not permitted. An agent in single-split mode, allowed a list of splits, can change to multi-split mode. The agent will imm ediately be receiving calls from every split in the agent's logon ID list of splits. The split defaults will come from the agent's attribute split. After the current session is terminated, the agent will be able to log on at the position.

An agent working in multi-split mode is changed to single-split mode. The agent will immediately begin taking calls from their attribute split only. The agent will be able to log on at the position, after the current session is terminated.

CallCenter ACD Features and Specifications

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MULTI-SPLIT AGENT General Description

Examples of changes to the agent's logon ID allowed splits: The table's horizontal axis describes the agent's logon ID (split mode and allowed

splits) and the vertical axis describes the change to the agent's allowed splits. The table assumes that prior to the change the agent in single-split mode is servicing Split “a” and the agent in multi-split mode is servicing Splits “a”, “b”, “c” and “d”. The intersection of the rows and columns presents the split or splits the agent will service after the change, and the agent's ability to log on at the same position in the future. As an example, “a / YES” would indicate that the agent will serve Split “a” and will be allowed to log on at the position in the future.

If an agent is in single-split mode and the logon ID list of splits is changed to a different list of splits, the agent will receive calls from the attribute split in the new list of splits. The agent will be able to log on at the position, a fter the current s ession is terminated, only if the position allows one of the splits in the new list or allows any split.

If an agent is in single-split mode and the logon ID list of splits is changed to allow any split, the agent will receive calls from the same split as prior to the change. The agent will be able to log on at the position, after the current session is terminated, only if the position allows a single split.

If an agent is in single-split mode with a logon ID that allows any split and the agent's logon ID is changed to allow a list of splits, the agent will receive calls from the attribute split in the new list of splits. The agent will be able to log on at the position, after the current session is terminated, only if the position allows one of the splits in the new list.

If an agent is in multi-split mode and the logon ID list of splits is changed to a different list of splits, the agent will receive calls from every split in the new list of splits. The agent will be able to log on at the position, after the current session is terminated, only if the position a llows one of the s plits in t he new list or a llows any split.

If an agent is in multi-split mode with a logon ID that allows a list of splits and an attempt is made to change the allowable splits to “any split,” the attempt will be blocked. An agent is not permitted to have a logon ID that indicates multi-split mode and allows “any split.”

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MULTI-SPLIT AGENT

General Description

Table 16: Changes to an Agent’s Allowed Splits

Agent’s L ogon ID

Split Mode (single-split vs. multi-split)

Allowed Splits - List (a, b, c, d) - Any Split

Change in the Agent’s

allowed splits

(a, b, c, d) --> (c, d, e, f)

(a, b, c, d) --> (e, f, g, h)

(a, b, c, d) --> Any Any --> (a, b, c, d)

Any --> (e, f, g, h)

1. The ag ent will be allowed to log onto the position only if the position all owed a sin gle specific split that is in the agent’s new list of split, or the position allowed any split.

2. The agent will be allo wed to log onto the posit ion only if the position allowe d any spl it. If the position allowed a s ingle spe cific split, it was Split “a”, since the agent was serving Split “a”. This agent can no longer log onto a position that allows Split “a”.

3. The ag ent will be allowed to log onto the position only if the position all owed a sin gle

specific split. An agent who is allowed any split (as this agent is now) is not permitted to log onto a position that allows any split.

4. The ag ent will be allowed to log onto the position only if the position all owed a sin gle

specific split which is in the agent’s new list of splits. An agent who was allowed any split (a s this a gent was ) would not ha ve bee n permitt ed to log onto a po sition t hat all ows any split.

Single-split

List (a, b, c , d)

c / Yes -----

-----

Single-split

Any Split

-----

----- Not Allowed

a / Yes

e / No

Multi-split

List (a, b, c, d)

c, d, e, f e, f, g, h

-----

A supervisor may invoke a Supervisor Tally-Oh Code to change an agent's split mode (single-split/multi-split) and/or allowed splits (list/any). C hange s that are instituted in this manner are only ef fective for the duration of the se ssion; when the agent logs off the ACD system, the changes are ignored. Please refer to “TALLY-

OH CODES” on page103 for related information.

In order to change the agent's split mode and/or allowed splits, the supervisor presses the

TALLY

extension of the agent. If the agent's allowed splits is not set to any split, meaning the agent has a list of splits and is in either single-split or multi-split mode, the prompt

MULTI-SPLIT?

enters #1 to approve, and the agent immediately begins receiving calls from every split in the agent's list of a llowable splits . Additionally, the agen t's list of s plits will be displayed at the supervisor's position.

If the supervisor wants the agent to work in single-split mode, the supervisor enters “#”, in response to the displayed sequentially at the supervisor's position. The supervisor enters 1# to

CallCenter ACD Features and Specifications

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key and enters 035aaaaa#, where aaaaa is the ACD or PBX

is displayed at the supervisor's position. The supervisor

MULTI-SPLIT?

prompt. The agent's list of splits will be

MULTI-SPLIT AGENT Operating Procedure

indicate the split the agent will handle. Entering # displays the next split in the agent's list. The agent will immediately begin receiving calls from the single split indicated, and the supervisor's display will show

CHANGE DONE

If the agent's allowable splits is set to any split, meaning the agent must be in singlesplit mode, then the supervisor is prompted to enter a split number, after invoking the Tally-Oh Code. The supervisor enters the split number and is prompted with the split name, for approval. After the supervisor's approval, the agent immediately begins taking calls from the new split.

Operating Procedure

This feature is implemented through ACD MAT assignments. The three critical areas which underpin the feature are:

1. The split mode of the agent, which is part of the agent logon ID, programmed on an agent basis;

2. The splits that an agent can service, which is part of the agent logon ID, programmed on an agent basis;

3. The splits allowed at a position, which are programmed on a position basis.

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NIGHT SERVICE - ACD

General Description

NIGHT SERVICE - ACD

General Description

This feature provides alternate routing for calls destined for a particular split. When Night mode is in effect for a split and a call attempts to queue to that split, the call is routed to a programmed pilot number (night pilot number), used by the split, instead of being queued. At this point, t he call is handled by the Call Control Vector (CCV) of the new pilot number. Refer to “CALL CONTROL VECT OR” on

page 23 for related information. Night mode is invoked manually by pressing the

NIGHT

Operating Procedure

Manual Change-over: Night Mode Engage:

key, or automatically by the MIS.

1. The agent or supervisor presses the

NIGHT

key while logged onto the ACD

system.

ENTER NIGHT / FWD?

is shown on the display and the agent presses 1# to

confirm entering Night mode.

3. At this point, the split goes into Night m ode, the

NIGHT

lamp is lit at all the positions in the spl it, and incoming ca lls are routed to the night pilot nu mber programmed from the ACD MAT.

Night Mode Cancel:

1. Night mode may be canceled by pressing the

NIGHT

key again.

EXIT NI GH T?

shown on the display and the agent presses 1# to confirm entering Day mode.

2. At this point, the split exits night s ervice and the

NIGHT

lamp is extinguished at

all the positions in the split.

Automatic Change-over:

1. Automatic change-over from Day mode to Night mode and vice versa is accomplished from the MIS system.

Service Conditions

1. The pilot number used for Night mode cannot contain a “*” or a “#”.

2. The pilot number for Night mode may invoke either a Week Schedule or a CCV.

3. The

NIGHT

status was changed automatically or manually.

4. When a call atte mpts to queue to a split us ing a Queue t o Split instruction i n a CCV and the split is in Night mode, the Night mode routing for the split is only followed if the split is t he primary split f or the call. If the spli t is a secondary

CallCenter ACD Features and Specifications

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lamp shows the current night status regardless of whether the night

NIGHT SERVICE - ACD Service Conditions

split, the Queue to Split instruction is s kipped. A pri mary split i s the spl it specified in the fir st queuing instruction in a CCV. Splits s pecified in subsequent queuing instructions in the C CV are referred to as secondary s plits.

5. When a call attempts to queue to a sp lit using the Conditional Queue to Split instruction in a CCV and the split is in Night mode , the Conditional Queue to Split instruction is skipped.

6. When alternate routing is required by a split, “CALL FORWARDING - SPLIT”

on page 35 may be used to provide a more dynamic choice of the pilot number

used for the new routing.

7. When a split e nters Night mode automaticall y, using the MI S, CALL FORWARDING - SPLIT is canceled.

8. For multi-split positions the

NIGHT

key activates night mode for the agent’s attribute split only. The a ttribute spl it is the f irst s plit ass igned for the agent’s logon ID. Refer to “MULTI-SPLIT AGENT” on page 72 for related information.

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NON-ACD CALL

General Description

NON-ACD CALL

General Description

This feature allows agents and supervisors to receive calls from and place calls to other ports in the system (e.g., PBX stations, attendants, trunks). When an agent or supervisor position is called using their PBX directory number, the call appears on the PBX line provided for that purpose. The same PBX line als o permits agents and supervisors to place outgoing calls.

If an agent who is logged onto the ACD system uses his PBX line to call a pilot number, or personal pilot number, the agent's name will be displayed at the receiving agent's position. Please refer to the sections “PILOT NUM BE RS” on

page 87 and“AGENT PERSONAL QUEUE” on page7 for related information.

Operating Procedure

1. The operation to place and receive calls on the PBX line is like any other PBX line with all the associated privileges and restrictions.

Service Conditions

1. The PBX line is not essential to ACD operation. Both agents and supervisors can operate without a PBX line. Agents and supervisors would only lose the ability to place non-ACD calls.

2. Direct incoming calls to PBX lines are permitted. When a call is received, or placed, on a PBX line, it is tagged as a non-ACD call by the MIS.

CallCenter ACD Features and Specifications

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OPERATOR SELECTION General Description

OPERATOR SELECTION

General Description

This feature permits the sele ction of an access code for an operator, for an entire tenant.

In the extreme case where the ACD traffic has exhausted all available call records (too many simultaneous ACD calls either connected or in queue) all new incoming ACD traffic will be diverted to the code specified. Once diverted the caller should be encouraged to call back at a later time when the ACD system is not so congested.

Operating Procedure

This feature is implemented through an ACD MAT command. The command data is on a tenant-wide basis.

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PERSONAL EMERGENCY AND ASSIST

General Description

PERSONAL EMERGENCY AND ASSIST

General Description

This feature allows an agent to have a designated individual supervisor's number as the destination for an assist request (personal assist reques t number) and a designated individual supervisor's number as the destination for an emergency request (personal emergency request number). If these personal numbers are defined for an agent, then these numbers will be used i nstead of the emergency and assist numbers that are defined for a split. If these personal numbers are not defined, then the request (emergency / assist) will be directed to the supervisor who was designated for the split. In the latter case, the split is the split in which the agent received the call. This is true for an agent working in single-split or multi-split mode. Please refer to “MULTI-SPLIT AGENT” on page 72 for related inform ation.

Operating Procedure

For these examples, the agent's name will be Molly and the supervisor's name will be Kathy.

To place a personal assistance request:

1. While on an ACD call, Molly at extension is 4302 presses the

ASSIST

lamp turns on and

ASSIST KATHY

is displayed on the agent's position

ASSIST

key. The

indicating whose supervisor position is receiving the call.

2. The ACD call is placed on hold and an automatic transfer to the designated supervisor is i nitiated.

3. The agent hears ringback tone and the supervisor's position is rung.

4. The assistance call will connect on the supervisor's ACD line and the supervisor's position will display either

ASSIST MOLLY

ASSIST 4302

, depending on whether the agent's name is programmed with his or her logon ID. Please refe r to “F LEXIBLE ID CODES” on page 52 for more information .

5. After consulting with the supervisor, one of three thin gs may happen: a. The agent may release from the call thereby completing the transfe r o f th e

ACD call to the supervisor.

b. The supervisor may release from the call. This will reconnect the agent and

the ACD call.

c. The agent may press the

CONF

key and invoke a three-way conference

between the supervisor, the agent and the ACD calling party.

6. When either the agent or the supervisor disconnects from the assistance call, the

ASSIST

lamps are extinguished and the displays return to their original status.

To cancel a personal assistance request:

1. After initiating an assistance request and before being answered by the supervisor, the agent may cancel the request by pressing the

CallCenter ACD Features and Specifications

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TRANSFER

key.

PERSONAL EMERGENCY AND ASSIST Service Conditions

2. The

ASSIST

lamp will be extinguished, the agent will be reconnected with the

ACD call, and the displa y will retur n to its original status.

To place a personal emergency request:

1. While engaged in an ACD call, the agent presses the agent's display shows

EMR KATHY

, and the associated lamp is lit.

EMERGENCY

key, the

2. The supervisor’s phone rings with the emergency displays shown below.

3. The supervisor will silently monitor the agent and the calling par ty.

4. The supervisor's display shows

EMR 4302 CCSA 28

, where 4302 is the agent position's extension and CCSA 28 is t he trunk type and tr unk circuit number t o which the agent is connected.

5. When the supervisor answers, the agent's display will show

ANSWERED

and the

EMERGENCY

lamp will wink. When the agent relea ses

EMERG

from the call, or the supervisor releases from the monitor, the agent's lamp will be extinguished.

6. The agent and the calling party are never disconnected while the supervisor's position is ringing.

To cancel a personal emergency request:

1. If the request is routed to an individual supervisor's ACD or PBX line, the request can be canceled by pre ssing the

EMERGENCY

key.

Service Conditions

1. The

ASSIST

key and the personal assist request number are dedicated to one of two features; either the key and the number are used for the ASSIST feature or they are used for the MONITOR ME feature. The choice is indicated through an ACD MAT command on a split-wide basis.

2. When a Personal Emergency or Personal Assist call destination is a station which has Call Forwa rd All, Busy or Don’t Answer set t he call will not be forwarded.

3. ICS limitation shows

MON XXXX

for Personal Emergency calls.

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PILOT NUMBERS

General Description

PILOT NUMBERS

General Description

Pilot numbers are the access codes to 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. No physical equipment is required to assign a pilot number.

Although pilot numbers are often thought of as ringing into a particular split, pilot numbers are associated with a Call Control Vector (refer to “CALL CONTROL

VECTOR” on page23 ) which in turn controls the handling of the ACD call. Since

most Call Control Vectors will present a call to a sp lit as one of their first functions, the pilot numbers appear as if they are connecting the ACD call to a split.

An ID can be associated with a pilot number. Th is ID will be displayed at an agent 's position when the agent accepts a call that entered the system via that pilot number. An example of this display is

IDENTIFICATION” on page42 for related information.

TECH SUPPORT

. Refer to “CALLING PARTY

If an incoming ACD call enters the s ystem through a pilot number and the receiving agent uses a pilot number to transfer the call to an agent in another split, the transferred call will be identified by the ID associated with the latter pilot number. If an ID is not associated with the latter pilot number, the call will be identified by the ID associated with the former pilot number. For example, an agent in Split A receives a call via a pilot number with an associated ID of “SERVICE”, resulting in

SERVICE

being displayed at the agent's position. The agent uses a pilot number to transfer the call to Split B. Split B has an associated ID of “PARTS”. The agent who receives the transferred call in Split B will have

PARTS

displayed at his position. If an ID was not associated with the original pilot number, the agent in Split B will have PARTS displayed at his position.

Service Conditions

1. Only the digits “0” to “9” may be used (“*” and “#” are not allowed) with a

minimum of 2 digits and a maximum of 5 digits in each Pilot Number.

2. The leading digit of the Pilot Number cannot be “0”.

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PRIORITY QUEUING General Description

PRIORITY QUEUING

General Description

The ACD system supports 250 different queue priorities for every split . Priorities in a split queue are assigned s uch that priority “ 1” calls have t he highest priority and priority “250” calls have the lowest priority. Calls with a higher priority will be serviced, in the order in which they were queued, before calls with a lower priority, regardless of the waiting time of the calls with a lower priority.

A particular call's priority is determined by the following factors:

1. Call origination (incoming trunk or internal station).

2. Call transfer (by attendant or station).

3. Pilot number dialed.

4. CCV priority change steps.

Operating Procedure

When implementing a syste m which will use multiple priorities for incoming callers there are several important concepts to keep in mind:

Highest Priority Callers Always Go First

Callers with a higher priority are always servic ed before those with lower prior ities. As a result of this a low priority call could remain in queue forever or at least as long as higher priority calls continue to arrive. This situation can be rectified by proper CCV programming. After a low priority call has been in queue for some amount of time a “New Priority” step in the CCV can change a call’s priority. It should be changed to something at least as high as, if not higher than, the highest priority in use for other calls.

In this way a low priority caller is only penalized (kept at a low priority) for a certain amount of time after which it will be treated similarly to the higher priority calls coming in.

Determining Trunk Caller Priority

The priority of an incoming trunk call is determined by checking two places.

• A priority assigned to the trunk group (route)

• A priority assigned to the pilot number dialed

The higher of these two priorities will be used for the call.

Service Conditions

1. Calls transferred into the ACD by PBX stations and calls transferred by attendants have the same priority.

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ACD Features and Specifications

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QUEUING - ACD

General Description

QUEUING - ACD

General Description

There are two queues for e very split. One queue contains a prioritiz ed list of callers waiting to be connected to agents and the other queue contains a list of agents waiting to be connected to callers starting with the agent who has been ready the longest. A queue will be empty when there are no waiting callers or no waiting agents.

If agents are available to handle a call, the agent queue contains a list of the agents, starting with the highest priority (preference level) agent who has been waiting the longest period of time for a call, and ending with the lowest priority agent who has been waiting the shortest period of time for a call. Refer to “CALL

DISTRIBUTION TO AGENTS” on page33 and “MUL TI-SPL IT AGE NT” on page 72 for related information.

If callers are waiting to be connected to agents, the call queue contains a list of the calls, starting with the highest priority calls which have been waiting the longest period of time to be connected to an agent, and ending with the lowest priority calls which have been waiting the shortest period of time to be connected to an agent.

Callers may be suspended in queue while conducting certain voice tr ansactions with IVR equipment. At this time it is possible to have a (suspended) caller in the call queue while at the same time have available agents in the agent queue.

There are two distinc t ways to pr esent a call to a split. Each way provides a different algorithm for connecting the call to an agent or placing the call in queue.

Standard queuing:

Standard queuing always connects a call with an available agent or queues the call when an agent is not available. Calls are queued according to their priority. The only limit to standard queuing is the split's maximum depth. Upon finding the queue full, alternate routing may be invoked, if alternate routing has been programmed. Please refer to the If not Queued, Goto or Busy instruction, under

“CALL CONTROL VECTOR” on page23 , for additional information.

A split’s maximum queue depth may be specified in one of two ways:

• As an absolute number. This count defines the maximum number of callers who may wait in queue for the split.

• As a percentage of the number of working agents. This percentage is specified in 5% increments from 5% to 1000%. Working agents are those agents in the Work Mode or on an ACD call. When the queue depth is specified as a percentage of working agents the depth will change up and down as agents logon, take breaks and logoff. There may be occasions when

CallCenter ACD Features and Specifications

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QUEUING - ACD General Description

there are more calls in queue than the queue depth than normally permits. Once the queue depth reaches the maximum queue depth, no new calls will be allowed to queue until the queue depth is reduced to below the maximum queue allowa nce.

If the percentage is set to 150% and there are 18 agents working then the queue depth for that moment will be set at 27. No matter what the queue depth percentage is set at, a minimum of 1 call will always be queued.

Conditional queuing:

One of the two following conditions (programmed on a split-wide basis) will be checked before a call is either connected to an agent or queued.

• Minimum Agent Availability The system will check for a minimum number of available agents before

connecting the call. If the number of available agents is greater than or equal to the minimum specified, the call is accepted and connected to the longestwaiting available agent. For example, if the minimum agent threshold is set at “3”, then calls are connected if there are three or more available agents. If there are two or fewer available agents the call will be processed by the next step in the Call Control Vector (refer to “CALL CONTROL VECTOR” on page23 ).

• Maximum Queue Depth The system will check for a maximum number of calls in the split's queue, at the

time the call is presented. If the queue depth is less than the maximum specified, the call may be queued or connected if agents are available. For example, if the maximum queue depth is set at “3”, then calls are connected if there are fewer than three calls in queue. If there are three or more calls in queue the call will be processed by the next step in the Call Control Vector (refer to “CALL

CONTROL VECTOR” on page23 ).

A Call Control Vector (CCV), which is assigned to a Pilot Number, allows certain calls to queue to a split, and specifies standard or conditional queuing. Whe n c ondit ional queuing is u s ed, t h e type (condition) and threshold must be selected for the split. A split may receive standard queuing calls from one CCV while receiving conditional queuing calls from another CCV. Refer to “CALL

CONTROL VECTOR” on page23 for related information.

The following types of calls are permitted to queue to an ACD split when agents in the split are not available to handle calls:

• Calls to C.O., FX, or WATS trunks assigned to the ACD split.

• A DID or Tie trunk call that dialed the Pilot Number associated with the

split.

• Automatic Ringdown Tie trunk terminations.

• Calls transferred by the attendant.

• Calls overflowed from other splits.

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QUEUING - ACD

Operating Procedure

• Calls forwarded by the split supervisor of another split.

• Calls transferred by PBX stations or ACD agents.

• Calls transferred by Night mode.

• Direct station calls.

Operating Procedure

1. This feature is implemented through the programming of CCVs.

Service Conditions

1. Queuing Limitations: a. An incoming ACD call can follow a set of instructions in the CCV, associ-

ated with the pilot number, and encounter many different splits. If all the splits are busy, the call is allowed to queue to the first four splits it encounters. Additio na l splits may be programmed in the CCV, but no queuing is permitted if the splits are busy. A Dequeue instruction removes the call from one or all of the queues it currently occupies. After dequeuing, additional splits may be programmed and queuing will take place.

b. There are a limited number of queue spots available in the ACD system. If

a call is queued to four different splits, it has absorbed four queue spots. In the unlikely event that all the queue spots in the ACD system are in use, the split queue will not accept additional calls even though its queue depth limit has not been reached.

2. Queue Size Restrictions: a. Queues are basically unlimited in size; however, a maximum queue depth

may be specified when designing the database. For example, a small split having only six agents should not allow 220 queued calls. This would result in numerous abandoned calls. A maximum queue size of 15 would be more appropriate for this particular split. Once full, additional calls would get busy tone or endless ringing, depending on CCV programming. Each split’s queue is programmed with a maximum size which ma y be an absolute number (1 to 700) or may be stated as a percentage of logged on agents (5% to 1000%).

b. The total number of all calls waiting in all queues combined with the total

number of all calls c urrently c onnected to agents i s limited t o the m aximum number of Call Rec ords. Refer to the ACD J ob Specification for the qua ntity of Call Records allocated for each ACD system. When the supply of Call Records is exhausted each new incoming call will be connected to the operator access code specified in ACDTN (Tenant Data MAT command ). See

“OPERATOR SELECTION” on page84 for information pertaining to the

specification of the operator access code.

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QUEUING - ACD Service Conditions

3. Queue Timing Restrictions: a. There is no limit on how long a call may remain in queue. There are ways

of removing calls from queues including the caller disconnecting, a successful transfer to a PBX number, a Dequeue instruction in the CCV, or the call being answered by an agent from another queue. Encountering an END instruction in a CCV does not remove the call from the queue.

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RELEASE - ACD POSITION

General Description

RELEASE - ACD POSITION

General Description

This feature allows an agent who is using a headset to release from a call by pressing

RELEASE

the

Operating Procedure

key, rather than waiting for the other party to disconnect.

1. While engaged in a call, the agent or supervisor presses the

RELEASE

key.

2. The calling party is immediately disconnected and the agent or supervisor becomes idle with after-call availability s et acco rdingly. Refer to

“AVAILABILITY - ACD POSITION” on page 19 for related information.

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RING DELAY General Description

RING DELAY

General Description

This feature is programmed in a Call Control Vector (ACD CCV) using the Ring Delay step followed by a parameter from 1 to 15 s econds. Once a call has traversed a Ring Delay step then the ring delay feature will be applied to that call when it ultimately connects to an agent!

The effect of the Ring Delay feature on a call is that once an agent has been selected to receive this call there will be a delay in connection of up to 15 seconds. This delay is intentionally inserted to provide a window during which a host computer could paint information on the agent’s screen which is pertinent to the call. The Host Computer is allowed to shorten the Ring Delay cycle by sending an appropriate Infolink command to the ACD. This message (IHx) will cause the call to immediately ring through to the agent’s position.

Service Conditions

1. The accuracy of the timing in the Ring Delay feature is +/- 2 seconds.

2. For a Ring Delay step in a CCV to be effective it must appear before the Queue To step, otherwise the Ring Delay step may not be reached if calls ring in and go directly to a waiting age nt.

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SPLITS

General Description

SPLITS

General Description

A Split is a basic building block of a call center and is generally thought to consist of a group of agents performing a similar task, a prioritized queue for incoming callers and possibly a supervisor position to oversee the caller and agent activity within the split. The supervisor may have a sophisticated statistics program available to monitor the caller and agent activity which will provide both realtime as well as historical information.

Many features are provided on a per-split basis and applied equally to all agents in the split or all callers in the split’s queue. Here is a b rie f summar y of the features available for a split. Most of these are discussed in detail on their respective pages and are included here for summary information only.

After ACD Call Mode

At the conclusion of each call an agent can be automatically either available or in wrap up mode depending on this setting. Straightforward key presses at the agent instrument allows individual agents to override this feature on a call-by-call basis.

Agent Queueing Options

An option exists where the agent’s preference levels can be checked in order to decide which agent should receive the next incoming call. When preference levels are not being checked then the call will go to the longest waiting agent. If preference levels are being checked then the agent with the highest preference level is located and if there are more than one with the same preference level then the longest waiting one will be assigned the call.

Answer Mode

By default, agent phones may be setup for auto answer which provides zip tone and an automatic connection or manual answer in which case the agent’s position will ring and the incoming call should be answered in the normal fashion. Straightforward key presses at the agent instrument allows individual agents to overr ide this featu r e on a call-by- call basis.

Assist Destination

A destination to receive calls when an agent presses the Assist Key can be specified for each split.

Auto Ready after PBX Call

A feature may be setup such that an agent’s position will be automatically r eplaced in the Ready Mode at the conclusion of a call on their PBX line.

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SPLITS General Description

Auto Work with PBX Answer

ACD positions may be automatically placed in the Work Mode when an agent answers an incoming call on their PBX line.

Auto Work with PBX Ringing

ACD positions may be automatically placed in the Work Mode when an incoming call begins to ring on their PBX line.

Auto Work with PBX Dialing

ACD positions may be automatically placed in the Work Mode when an agent receives dial tone in order to place an outgoing call on their PBX line.

Break Types

By simply pressing a digit ‘1’ through ‘9’ when entering the Break Mode the MIS systems can track more closely how an agent’s time is being spent.

Call Recover Timer

After a call has been assigned to an agent’s position it is expected to be answered within a certain short period of time. If the call is not answered it can be programmed to be recovered and placed back in queue. At this time it will be connected immediately to anot her agent if one is available or will wait as the highest priority call to be connected as soon as one is available.

Call Waiting Chime On

The Call Waiting feature includes an optional chime which sounds only at ACD positions which are in the Work Mode at the moment the CW light turns on or begins flashing.

Call Waiting Threshold

The Call Waiting LED can be programmed to light when ‘ X’ calls are in queue and begin flashing when t here are ‘Y’ calls in queue. The thresholds are programmed independently for each split.

Conditional Threshold

Certain splits may be programmed to only accept overflow calls from other splits only if certain thresholds have not been exceeded. Either too many calls in queue or not enough available agents can prevent conditionally queued incoming calls from reaching this split.

Do Not Disturb Mode

When a split is unsta ffed it ope rates in a Do Not Disturb Mode. Calls may be either allowed or restricted from queueing during this mode.

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NEC CallCenterWorX ACD User Guide

Specifications and Main Features

Frequently Asked Questions

User Manual

INTRODUCTION

CAPACITIES

ABANDONED CALL SEARCH

ACD CALL

AGENT PERSONAL QUEUE

ALTERNATE NIGHT CCV

ANNOUNCEMENTS

ASSISTANCE - ACD AGENT

AUTOMATIC ANSWER

AUTO WORK MODE FOR PBX CALLS

AVAILABILITY - ACD POSITION

BREAK MODE

CALL CONTROL VECTOR

CALL DISTRIBUTION TO AGENTS

CALL FORWARDING - SPLIT

CALL RECOVER

CALL TRANSFER TO SPLIT QUEUE

CALL WAITING INDICA TION

CALL WAITING LAMP WITH CHIME

CALLING PARTY IDENTIFICATION

CONNECTION DISPLAYS

DO NOT DISTURB - SPLIT

EMERGENCY MONITORING

FLEXIBLE ID CODES

HOLIDAYS SCHEDULING

HOT SPLIT

INFOLINK DATA MESSAGES

LANGUAGE DEFAULT

LOGON / LOGOFF

LOGOFF WARNING

MONITORING - ACD SUPERVISOR

MONITOR ME

MULTIPLE CUSTOMER GROUPS

MULTIPLE SU PERVISORS

MULTI-SPLIT AGENT

NIGHT SERVICE - ACD

NON-ACD CALL

OPERATOR SELECTION

PERSONAL EMERGENCY AND ASSIST

PILOT NUMBERS

PRIORITY QUEUING

QUEUING - ACD

RELEASE - ACD POSITION

RING DELAY

SPLITS