NEC CallCenterWorX ACD User Guide

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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ACD Features and Specifications

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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.

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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.

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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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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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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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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

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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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