NEC E, Dterm E User Manual

D

TERM

®

SERIES E

Agent Console

USER GUIDE

LIABILITY DISCLAIMER

NEC AMERICA, INC. RESERVES THE RIGHT TO CHANGE THE SPECIFICATIONS,

FUNCTIONS, OR FEATURES, AT ANY TIME, WITHOUT NOTICE.

NEC AMERICA, INC. HAS PREPARED THIS DOCUMENT FOR USE BY

ITS EMPLOYEES AND CUSTOMERS

. THE INFORMATION CONTAINED

HEREIN IS THE PROPERTY OF

NEC AMERICA, INC. AND SHALL NOT

BE REPRODUCED WITHOUT PRIOR WRITTEN APPROVAL FROM

NEC AMERICA, INC.

COPYRIGHT 1998
NEC AMERICA, INC.

TABLE OF CONTENTS

DEDICATEDFUNCTIONKEYSANDLAMPS 2
T

OLOGONWHENID CODEISREQUIRED 7

TOLOGONWHENID CODEISNOTREQUIRED 8
TOLOGOFFWITHORWITHOUTID CODES 9
TOSETAUTOMATICA
T

OSETMANUALANSWER 11

TOANSWER/RELEASEANINCOMINGACD CALL 11
TOHOLDACALL 13
TOTRANSFERACALLTOSPLITQUEUE 14

ET/RESETBREAKMODE 15

TOS
W

ORKMODEDURINGACALL 17

TALLYCOUNT 18
TOPLACEANASSISTANCECALL 18
MONITORME 19
TOPLACEANEMERGENCYCALL 20
TOREPORTTRUNKTROUBLE 21
TALLY-OHFEATURES 21
TOORIGINATEANOUTSIDECALL 27
TOORIGINATEANINTERNALCALL 27
TOORIGINATEACALLUSINGSPEEDCALLING 28
ACCOUNTCODE 29
FORCEDACCOUNTCODE 30
AUTHORIZATIONCODE 30

NSWER 10

ONFERENCE 31

C

OESTABLISHABROKERCALL 32

T
TOANSWERACAMPED-ONCALL 32
CALLWAITING– ORIGINATING 33
CALLPARK 34
C

ALLPICK-UP(GROUP) 36
ALLPICK-UP(DIRECT) 36

C
OUTGOINGTRUNKQUEUING 37
OFF-HOOKTRUNKQUEUING 38
LASTNUMBERREDIAL 38
C

ALLFORWARDING– ALLCALLS 39
ALLBACK 40

C
TOSAVEANDREPEATANUMBER 41
T

OLEAVEAMESSAGE 42
OANSWERAMESSAGE 42

T
DONOTDISTURB 43
PRIVACY 44
D

ATAFEATURES 44

TOESTABLISHEXTERNALDATATRANSMISSION
VIAMODEMPOOLING 46

This user guide is published to support D
operation with ACD Release II, III, IV (NEAX2400 IMS) and
CallCenterWorX (NEAX2000 IVS).

term

Series E ACD Terminal

DEDICATED FUNCTION KEYS AND LAMPS

FUNCTION KEYS

RELEASE

Press this key to release an established ACD or
NON-ACD call.

WORK

Used to set or reset Work mode.

HOLD

Used to hold an ACD call or a NON-ACD call
presently in progress.

DIAL KEY PAD

Provides access to NON-ACD PBX dialed
features and input of Tally Count data to the
MIS system.

LOGON

Press to LOGON or LOGOFF status.

BREAK

When pressed by the ACD Agent, the position
is still Logged On, but it is temporarily unavailable
to receive ACD calls. (This key is used for
lunch time and breaks, etc)

TRANSFER

Allows the console user to transfer established
calls to another station, agent or queue without
attendant assistance.

CONF

Allows simple access to establish a three-way
conference.

TALLY

By pressing this key an Agent enters the tally
count mode. The Agent can register up to 22
digits by pressing the dial pad digit x (x=1-9)
and then #, for each different event.

2

ACD PROGRAMMABLE LINE/FEATURE KEYS

AUTO/MAN

When pressed the associated lamp will light
steadily indicating the Agent is in the Automatic
Answer Mode and will automatically receive a
new ACD call upon the release of an established
call if calls are in queue to that Split. Before
being connected to a new call the Agent will
hear “Zip” tone.

When pressed again the Agent’s Answer mode
will change from Automatic to Manual. The
associated lamp is dark. When an ACD call
comes into the ACD Agent position which
is set for manual operation, the console rings
and must be manually answered by pressing the
ACD call key.

MONITOR/BARGE

This feature allows the Agent to select another
Agent position to monitor or barge into calls
on both the ACD line and NON-ACD line at
that Agent position.

EMER

This feature permits an ACD Agent to record a
conversation between an ACD Agent and caller
if recording equipment is provided. Simultaneously,
a call is placed to the Split Supervisors Line key
for silent monitoring.

ACD CALL

All ACD calls directed to an ACD Agent will
terminate to this line key.

LINE

This key is used by the Agent to originate or
answer a NON-ACD call.

TRK TRBL

The Agent presses this key to report low
volume, static, or any problem with trunks
encountered during a call.*

*This feature does not improve upon problem encountered.

3

ASSIST

Feature activation provides immediate call
connection to a split supervisor’s line key for
assistance in handling a complaint or problem.

CW

This key is used to indicate calls in queue. The
Agent presses this key to show how many calls in
queue and the time of the longest waiting call.

FEATURE

Used to adjust LCD contrast, speaker/receiver,
volume, and ringer volume.

UP/ DOWN

◆ LCD Contrast:

Press ▲or▼ key while idle.

◆ Speaker / Receiver Volume:

Press ▲or▼ key during conversation.

◆ Ringer Volume:

Press ▲or▼ key during ringing.

NON-ACD PROGRAMMABLE LINE/FEATURE KEYS

NOTE: Each ACD Agent may program PBX features
in any of the unused twenty-four programmable line
keys or available one touch calling keys.

MSG

Message Reminder – D

term

Series E station
users may leave messages on the alphanumeric
displays of other D

term

Series E instruments,
indicating their station number and time of
call attempt.

RECALL

Press to terminate established call and reseize
internal dial tone.

PICK

Call Pick-Up-Group – this feature allows
a station user to intercept calls directed to
another station.

4

PICK-DIRECT

Call Pick-Up-Direct – allows a station user to
intercept calls directed to another station.

FWD

Call Forwarding-All Calls – this feature allows
the station user to forward a split incoming call
to an alternate answering position.

DSY/AUTO

While engaged in a voice conversation, the
Agent presses this key to display the status of a
data connection. If this key is pressed while not
engaged in a data connection the agent sets the
data terminal equipment to the Automatic
Answer Mode.

DATA

The Agent presses this key to set up a
connection between the MIS system and the
MIS terminals.

DTX

Press key to transfer a call from a voice line to
a data line.

DND

Do not disturb – the feature allows a station
user to stop calls from ringing at the station
during on hook or off hook condition.

CALL BACK

Enables an originated NON-ACD call upon
encountering a busy condition to have a call
automatically completed when the called ACD
Agent or busy trunk becomes idle.

NOTE: Lower line of LCD constantly indicates
time, day and date.

NOTE: Display indicatations may change depending
on the PBX product. Display in this manual reflect
the indicates behind the NEAX2400 PBX.

5

SOFT KEYS

Headset

Press the Soft Key below “Headset” to activate
Headset operation. The primary extension LED
will illuminate when headset is on.

Mic

Press the Soft Key below “Mic” to activate or
deactivate the Microphone. The Mic LED will
illuminate when Mic is on.

Help

Press the Help Key. Press desired Soft Key for
helpful information about that key.

Exit

Press the Exit Key to exit the Help program.

OHROFF (Off Hook Ringing Off)

Go off-hook or press Speaker Key, then press
Soft Key below “OHROFF” to disable ringing
on secondary and trunk line appearances on
this telephone while in use.

OHR-ON (Off Hook Ringing On)

Go off-hook or press Speaker Key, then press
Soft Key below “OHR-ON” to allow ringing
on secondary and trunk line appearances on
this telephone while in use.

MUTE

Go off-hook or press Speaker Key, then press
Soft Key below “MUTE”. MUTE will flash and
Voice Path is eliminated to the handset, headset
or speaker.

6

3:17 PM Fri 28

Mic Headset

Exit

Help

3:17 PM Fri 28

OHROff MUTE MIC HSET

Exit

Help

2000

On Hook State
(Telephone is idle)

Off Hook State
(Telephone is in use)

TO LOG ON WHEN ID CODE IS REQUIRED

If the entered Log On ID code is currently in use,
the display indicates ID IN USE and then returns to

LOGON ID?

If an invalid ID code is entered, the display returns
to LOGON ID? and the Agent must enter a current
Log On ID.

From VACANT Status:

♦ LOGON lamp

is dark.

♦ Press LOGON

key, LOGON
key flashes.

LOGON

(Time display)

ID?

VACANT

(Time display)

♦ Dial Agent LOG

ID Code, press the

# key, digits dialed

are displayed. The
LOGON and
WORK lamps light
steadily; display
indicates greeting.

Then reviews the
following modes:

NOTE: Auto Answer
is displayed and active
only if auto answer is
programmed.

NOTE: Work mode
is displayed and active
only if work mode has
been programmed.

WORK MODE

(Time display)

7

(Time display)

CUST.

(Time display)

LARRYHELLO

SYS.SPLIT

♦ The WORK key

must be pressed
before Agent can
begin taking calls.
The console is now
in Ready status.

(Time display)

READY

TO LOG ON WHEN ID CODE IS NOT REQUIRED

From VACANT Status:

♦ LOGON lamp

is dark.

♦ Press LOGON

key, LOGON
lamp is lit steadily;
display indicates
the greeting.

Then reviews the
following modes:

SALESSPLIT

(Time display)

LARRYHELLO

(Time display)

(Time display)

VACANT

8

NOTE: Auto answer
is displayed and active
only if auto answer is
programmed.

NOTE: Work mode
is displayed and active
only if work mode has
been programmed.

♦ The WORK key

must be pressed
before the Agent
can begin taking
calls. The console is
now in Ready status.

(Time display)

READY

WORK MODE

(Time display)

AUTO ANSWER

(Time display)

TO LOG OFF WITH OR WITHOUT ID CODES

FROM BREAK MODE, WORK MODE OR
READY STATUS

♦ Press LOGON key,

lamp is dark. Several
displays will cycle
on the display for 4
seconds each, ending
with farewell greeting.

NOTE: Name will only be displayed if LOGON ID
codes are used. During LOGOFF, ACD calls cannot
be received.

♦ The time since

LOGON in hours,
minutes and seconds.

SHIFT

(Time display)

6:38:08

LARRYGOODBYE

(Time display)

9

♦ The number of

incoming calls
handled.

♦ Of the calls handled,

the average time
spent on each call in
minutes, seconds and
tenths of a second.

♦ The cumulative

amount of time spent
in Work mode during
the shift in hours,
minutes and seconds.

♦ The cumulative

amount of time spent
in Break Mode during
the shift in hours,
minutes and seconds.

♦ Finally, the display

shows VACANT.

(Time display)

VACANT

1:02:41T-BREAK

(Time display)

2:07:41T-WORK

(Time display)

1:30.9AVG TALK

(Time display)

138ACD CALLS

(Time display)

TO SET AUTOMATIC ANSWER

NOTE: This feature applies only to a station that is
off hook on handset or headset.

NOTE: Automatic Answer applies only to ACD calls.
It does not apply to calls terminated on the agent line
key.

FROM MANUAL ANSWER STATUS

♦ Press AUTO key.

♦ Lamp lights steadily.
♦

Incoming, ACD calls are answered automatically.
“Time in Q: X:XX” is displayed temporarily.

♦ Zip tone is heard

before call is
connected to
ACD Agent.

315:39

(Time display)

WATS

No.Elapsed Time

Type

AUTO ANSWER

(Time display)

10

TO SET MANUAL ANSWER

FROM AUTOMATIC ANSWER STATUS

♦ Press AUTO key.

♦ Lamp is dark.
♦ Incoming ACD calls.
♦ Press ACD CALL

key or go off hook
on the ACD line to
answer calls.

♦ Upon completion of conversation, press

RELEASE key if using handset, position is

returned to Ready Status.

315:39

(Time display)

WATS

No.Time

Type

MANUAL ANSWER

(Time display)

TO ANSWER/RELEASE AN INCOMING ACD CALL

FROM THE MANUAL ANSWER STATUS

♦ Incoming ACD

call, associated
lamp flashes red.

Display alternates between who is calling name,
ACD Agent number, trunk etc. and time in queue
in minutes and seconds.

♦ Press ACD CALL

key or go off hook
on the ACD line,
lamp is steadily
lit green.

0:02TIME IN

(Time display)

Q

315:39

(Time display)

WATS

(Time display)

READY

11

♦ Upon completion

of conversation,
press RELEASE key.

♦ Position is returned

to Ready Status,
agent position is
available for the
next call in queue.

NOTE: Automatic Answer applies only when the
Agent is in the off-hook condition.

FROM AUTOMATIC ANSWER STATUS

♦ Incoming ACD call,

hear zip tone, lamp
lights green, name
displayed.

0:04TIME IN

(Time display)

Q

15:39

(Time display)

SERVICE

(Time display)

READY

15:39

(Time display)

SERVICE

♦ Zip tone is heard before call is connected to

the agent.

♦ Upon completion

of call, press

RELEASE key.

♦ Position is returned to Ready Status, agent

position is available for the next call in queue.

15:39

(Time display)

SERVICE

12

TO HOLD A CALL

WHILE ENGAGED IN AN ACD CALL

♦ Press HOLD key;

held line will flash
green.

♦ Displayed name, ACD Agent number, trunk,

etc. flashes.

TO RETRIEVE

♦ Lift Handset.
♦ Press ACD key.

♦ Upon call

completion press

RELEASE key.

(Time display)

READY

31:09

(Time display)

WATS

TRK No.

Route

3HLD

(Time display)

WATS

IF UNANSWERED

♦ After a preprogrammed time; automatic recall

is initiated.

♦ Visual and audible signal (rapid flash and ring

burst) will be sent to ACD Agent which
placed call on hold.

13

TO TRANSFER A CALL TO SPLIT QUEUE

FROM A PBX STATION OR AN ACD AGENT

OR

SUPERVISOR POSITION

After pressing the TRANSFER key, the PBX
station or ACD agent or supervisor position
transfers the calling party to the ACD pilot
by dialing the pilot number associated with
the split the call is being transferred to.

♦ Press TRANSFER key,

receive interrupted
dial tone.

NOTE: ACD calls transferred to a NON-ACD
transfer station will recall if the station is busy
upon release.

XFR

(Time display)

♦ Dial the destination

split via a pilot
number.

♦ Press RELEASE key, hang up (announcements

will be heard by the transferred party) or wait
for transfer ACD agent to answer.

3000XFR

(Time display)

FlashesSteady

14