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

TO SET/RESET BREAK MODE

WHILE ENGAGED IN AN ACD CALL

♦ Press BREAK

key, lamp lights
steadily.

Then changes to:

♦ Position in the Break mode upon completion

of the conversation, will be taken out of queue
and no ACD calls will be routed to the position.

3

(Time display)

WATS

(Time display)

BREAK PENDING

FROM READY STATUS USING A NORMAL
BREAK TYPE

♦ Press BREAK key,

lamp lights steadily.

TO RESET

♦ Upon completion

of Break mode,
press BREAK key.
Lamp lights steadily.

Then changes to:

♦ Break mode is canceled

and the LCD display
indicates time spent
on break in minutes
and seconds.

NOTE: Break mode can be set if any call is on hold.
Break Mode may be set/reset when NON-ACD LINE
is actively engaged in a call.

(Time display)

READY

15:00BREAK OVER

(Time display)

ON BREAK

(Time display)

15

♦ Status returned to Ready or Work mode.

NOTE: Depending on the type of MIS system used,
the ACD system can be set up for multiple break type.

♦ Multiple break

types is selected
by the system.
Press the BREAK
key, lamp lights
steadily.

♦ The agent then

inputs x via the key
pad, one digit
(x=x1-9), then
presses the # key.

Then changes to:

ON BREAK

(Time display)

BREAK TYPE = X

(Time display)

BREAK TYPE?

(Time display)

BREAK TYPE?

(Time display)

NOTE: The Supervisor defines Break selection types
in the MIS and provides this information to the Agent.

Example:
Break 1 - Lunch
Break 2 - Restroom
Break 3 - Files
Break 4 - Coffee

16

WORK MODE DURING A CALL

TO SET WORK MODE DURING A CALL

♦ While engaged in an ACD call, press WORK

key, WORK lamp lights steadily.

♦ Displays Work Pending.

♦ Press RELEASE key

or go on hook to
terminate ACD call.

Then changes to:

♦ Work lamp

light steady red.

(Time display)

(Time display)

WORK MODE

(Time display)

WORK PENDING

♦ No further ACD calls will be received.
♦ Upon completion

of Work, press

WORK key, lamp

extinguishes.

♦ Work mode is canceled, status returns to

Ready, ACD calls will be received.

READY

(Time display)

17

TALLY COUNT

WHILE ENGAGED IN AN ACD CALL OR
IN WORK MODE

♦ Press TALLY key;

lamp flashes green.

♦ Press desired digit

1-9 key on dial
keypad up to 22
digits, press # key
to validate entry.
The entered digits
are displayed.

Then changes to:

♦ TALLY lamp extinguishes.
♦ Data is registered in the MIS system.

TALLY ENTERED

(Time display)

22#

(Time display)

TALLY NUMBER?

(Time display)

TO PLACE AN ASSISTANCE CALL

AGENT IS ENGAGED IN AN ACD CALL

♦ Agent presses

ASSIST key; lamp

lights steadily.

♦ The Agent hears ring back tone and the assist

destination is rung (normally a supervisor).
If no supervisor is available, the call waiting
indicator is provided to each supervisor, until
answered. (Depends on ACD programming).

♦ Agent may converse with supervisor, ACD

Call is held in automatic hold mode.

♦ To cancel assistance call, press the TRANSFER

key; the ACD will be recovered.

ASSIST PARTS

(Time display)

18

CALL CONFERENCE/TRANSFER

♦ Upon completion of conversation, press

CONF key, all three parties will be connected.

♦ Either the Supervisor or the Agent may drop

out of the call by pressing RELEASE key. When
the agent or supervisor disconnects from the
assisted call, the ASSIST lamp extinguishes
and the display returns to the original status.

♦ The remaining party may converse with the

ACD caller.

♦ If the assist feature

is terminated to
a busy supervisor.

TO CANCEL

♦ Press TRANSFER key to return to the calling

party, the assistance call is canceled.

XXXXASSIST BUSY

(Time display)

MONITOR ME

♦ An agent can request to be monitored by a

specific agent or supervisor. If the ASSIST key
feature is dedicated to the MONITOR ME feature.

♦ Press the ASSIST

key. The ASSIST
lamp lights.

Either the supervisor’s name or the name of the
supervisor’s split is displayed.

♦ When the

supervisor answers.

♦ The ASSIST lamp

flashes red at the ACD Agent.

♦ The monitor lamp flashes red at the supervisor

position.

♦ To barge into the call, the supervisor presses

the MON key, then 1, #.

MONITOR

(Time display)

XXXX

MONITOR JAMES

(Time display)

19

20

♦ If the supervisor decides to join the call, the

agent and calling party will hear a warning tone.

TO PLACE AN EMERGENCY CALL

AGENT CONSOLE IS ENGAGED IN

AN

ACD CALL

♦ Agent presses

EMER key, lamp

lights red steadily.

♦ Supervisor is

monitoring call
between Agent
and ACD caller.

♦ ASSOCIATED lamp will flash.
♦ Conversation is simultaneously being

recorded if equipment has been provided.

MONITOR

(Time display)

XXXX

SUPVREMERG

(Time display)

♦ To barge into the call the supervisor presses

the MON key, then 1, #.

♦ Press RELEASE key to transfer the call to

supervisory position after the supervisor
answers. No dialing is necessary.

♦ To cancel emergency request (to ringing

destination), press the EMER key again.

TO BUSY DESTINATION

♦ If the request is routed to an individual

supervisor’s ACD or PBX line, press the

EMER key.

♦ If the request is

routed to a busy
supervisor, the
agent’s LED is
extinguished.

♦ The ACD agent’s conversation is

never interrupted.

EMERG BUSY

(Time display)

21

TO REPORT TRUNK TROUBLE

NOTE: The ACD call is not effected by this
procedure. ACD Agent must be engaged in a call
to initiate a trunk trouble report. Pressing TRK TRBL
key does not clear the problem. Trunk trouble can
only be activated while on an ACD call (station or
trunk call).

♦ While engaged

in an ACD call,
press TRK TRBL
key once only.

When changes to: after 4 seconds:

♦ Trouble report is automatically reported

to MIS subsystems and Maintenance
Administration Terminal.

3

(Time display)

WATS5:22

TROUBLE REPORTED

(Time display)

TALLY-OH FEATURES

♦ Tally-Oh codes beginning with a zero are

reserved for special use by agents and are
not reported to the MIS. These codes invoke
various actions, such as statistical displays and
mode changes performed on a tenant basis.

OPERATING PROCEDURES

♦ Press TALLY key.
♦ Enter tally code, then #.

22

Special Agent System Tally Code (Leading O)

Code Meaning
000# Displays the agent’s statistics (shift time, number of ACD calls answered, average talk time, total time

in Work mode since logging on, and total time in Break mode since logging on) for the current agent
or the last agent logged on. The statistics are for the shift, they are not given on a per split basis.

To invoke, press 000#.
SAMPLE DISPLAYS: SHIFT 3:12:48 (hours, minutes, seconds)

ACD CALLS 22 (one to three digits)
AVG TALK 3:11 (minutes and seconds)
T-WORK 0:20:16 (hours, minutes, seconds)
T-BREAK 0:10:00 (hours, minutes, seconds)

001# Displays the queue depth of the split(s) served by the logged on agent. If the position is Vacant and

allowed a single split, the queue depth for that split is shown. For an agent, in multi-split mode, the
information for each split will be displayed for a four second interval.

To invoke, press 001#.
SAMPLE DISPLAY: ORDERS 10

002# Displays the time waited by the longest waiting call in the split(s) served by the logged on agent. If the

position is Vacant and allowed a single split, the wait time for that split is shown. For an agent, in
multi-split mode, the information for each split will be displayed for a four second interval.

To invoke, press 002#.
SAMPLE DISPLAY: SERVICE 1:28 (Minutes, Seconds)

23

Special Agent System Tally Code (Leading O)

Code Meaning

003# Displays the quantity of working agents (on an ACD call, in Work mode, in Ready mode) in the

split(s) served by the logged-on agent. If the position is Vacant and allowed a single split, the quantity
of working agents in that split is shown. For an agent, in multi-split mode, the information for each
split will be displayed for a four second interval.

To invoke, press 003#.
SAMPLE DISPLAY: SERVICE 26

004# Displays the quantity of agents in Break mode in the split(s) saved by the logged on agent. If the

position is Vacant and allowed a single split, the quantity of agents in Break mode in that split is
shown. For an agent, in multi-split mode, the information for each split will be displayed for a four
second interval.

To invoke, press 004#.
SAMPLE DISPLAY: DELIVERY 6

005# Displays the elapsed time since entering the current mode. The code is valid for the following modes:

on an ACD call, Work mode, Break mode, Ready mode.
To invoke, press 005#.
SAMPLE DISPLAY: BREAK 0:10:00 (hours, minutes, seconds)

Special Agent System Tally Code (Leading O)

Code Meaning

006# Sends a request during an ACD call for a supervisor to monitor the conversation. The display shows

the designated supervisor’s name or split.
To invoke, press 006#.
SAMPLE DISPLAY: MONITOR JAMES

007# Sends a request to temporarily disable the Work mode time limit. This request is only valid from Work

mode, and the timer will be disabled only until the agent leaves Work mode.
To invoke, press 007#.
SAMPLE DISPLAY: TIMEOUT DISABLED

008# Displays the time and date for four seconds. This request can be made from any mode.

To invoke, press 008#.
SAMPLE DISPLAY: 1:32 PM MON 22

009# Clear permanent display such as ”READY,” “ON BREAK,” or “VACANT.”

021# Setup Connection Displays, see “CONNECTION DISPLAYS C-199” see ACD F&S.

022# Online Help, see “CONNECTION DISPLAYS C-199” see ACD F&S.

023# Show Connection Displays, see “CONNECTION DISPLAYS C-199” see ACD F&S.

24

25

Special Agent System Tally Code (Leading O)

Code Meaning

024 To add a new split to split list.

To invoke, press 024ssspp# to add a new working split (sss) at preference level (pp) to the list of
working splits. An agent may work in up to 16 splits simultaneously.

025 To delete a split from the split list.

To invoke, press 025sss# to delete a split (sss) from the list of splits.

026# To display current split list.

To invoke, press 026# to display a list of the currently assigned splits on the agent’s LCD display. Each
split’s name will be shown for approximately 3 seconds.

027# To save the current working split list to permanent ACD database memory.

To invoke, press 027# to save the current split assignments to permanent ACD database memory.
Ordinarily, when splits are added or deleted (via Tally-Oh 024 and 025) they are in use for the
current logon session only. However, if the split selections are to be permanently assigned (until
modified) to that agent’s logon ID then they must be transferred to permanent ACD database memory.

028# Unlocks the agent’s current position. This request is for emergency use only. There is no display

associated with this request.
To invoke, press 028#. (Emergency use only, notify NECAM of any lockups.)

26

Special Agent System Tally Code (Leading O)

Code Meaning

029# Forces the agent to log off at the current position. This request is for emergency use only. There is no

display associated with this request.
To invoke, press 029#. (Emergency use only, notify NECAM of any lockups.)

27

In this section, additional Function Keys (e.g.

FEATURE, ANSWER, TRANSFER, etc.) must

first be programmed on the Agent Console by
the System Administrator.

TO ORIGINATE AN OUTSIDE CALL

♦ Lift handset or headset.
♦ Press NON-ACD LINE key.
♦ Receive dial tone, Dial the Central Office

Access Code, e.g. 9.

♦ Dial desired telephone number.
♦ Use handset

to converse.

315:39

WATS

TRK No.Elapsed Time

TRK Type

DateTime

Day

(Time display)

TO ORIGINATE AN INTERNAL CALL

♦ Lift handset or headset.
♦ Press NON-ACD LINE key.
♦ Receive dial tone.
♦ Dial desired station number; display indicates

digits dialed.

♦ Use handset to converse.

28

TO ORIGINATE A CALL USING SPEED CALLING (ONE-TOUCH KEYS)

♦ Press NON-ACD LINE key.
♦ Press desired SPEED CALL key, or press SPKR

and SPEED CALL.

TO PROGRAM

(Available only on D

term

stations with speed

calling keys).

♦ Press FEATURE key.
♦ Press desired SPEED CALL key.
♦ Enter desired

telephone number
or feature code on
the keypad. Display
indicates digits dialed.

SPD SET

(Time display)

TO VERIFY

♦ Press FEATURE key.
♦ Press desired SPEED CALL key.
♦ Display indicates digits programmed.

NOTE 1: To program a hookswitch for transfer or
feature activation, press RELEASE key as first digit
(“!” displays on LCD).

NOTE 2: To program a pause, press RELEASE key as
any digit other than the first (“-” displays on LCD).

NOTE 3: To program a Voice Call press TRANSFER
key after dialing station number (“V” displays on LCD).

NOTE 4: Speed calling for feature access: Speed
call keys may be used as feature keys by storing the
NEAX2400 feature access codes. The feature may be
programmed on a system basis by the PBX engineer.
Access codes may be stored in conjunction with
telephone numbers. For example, one button can
be programmed by the user to transfer to a cetain
extension.

29

ACCOUNT CODE

TO ENTER

♦ Lift handset.
♦ Press NON-ACD LINE key.
♦ Receive dial tone.
♦ Enter feature Access Code, receive Service

Set tone.*

♦ Enter Account Code (up to 10 digits).
♦ Receive Dial Tone and dial desired number.

TO ENTER ACCOUNT CODE AFTER
AUTHORIZATION CODE

♦ Life handset.
♦ Press NON-ACD LINE key.
♦ Receive dial tone.
♦ Enter feature Access Code for Authorization

Code, receive Service Set tone.

NOTE: Authorization and account codes may be up
to 15 digits combined.

♦ Enter Authorization Code, receive second

Service Set tone.*

♦ Enter Account Code, receive dial tone and

dial desired number.

*Service Set tone is optional depending upon system programming.

30

FORCED ACCOUNT CODE

♦ Lift handset.
♦ Press NON-ACD LINE key.
♦ Receive dial tone.
♦ Enter feature Access Code, receive Service

Set tone.*

♦ Enter Forced Account Code (up to 10 digits),

receive dial tone.

♦ Dial desired number.

*Service Set tone is optional depending upon system programming.

AUTHORIZATION CODE

TO ENTER WITHOUT ACCOUNT CODE

♦ Lift handset.
♦ Press NON-ACD LINE key.
♦ Receive dial tone.
♦ Enter feature Access Code, receive Service

Set tone.*

♦ Enter Authorization Code (up to 10 digits),

receive second service set tone.

♦ Receive dial tone, dial desired number.

*Service Set tone is optional depending upon system programming.

31

–OR–

♦ Press NON-ACD LINE key.
♦ Receive dial tone.
♦ Dial desired number.
♦ If Authorization Code is required, caller hears

special dial tone.

♦ Enter Authorization Code, or call will be denied.

CONFERENCE

♦ With call in progress, ask party to hold.
♦ Press TRANSFER key, receive interrupted

dial tone.

♦ Dial desired number.
♦ After call is answered, press CONF key;

CONF LED lights.

♦ Three-way

conference is
established.

♦ If one party hangs up, other two remain

connected; CONF LED goes out.

CNF

(Time display)

32

TO ESTABLISH A BROKER CALL

♦ While engaged in a call and wishing to consult

a third party, press TRANSFER key; receive
interrupted dial tone, caller is automatically
placed on hold.

♦ Dial desired party to consult.
♦ Press TRANSFER key to return to original

caller. Third party is automatically placed
on hold.

♦ By repeating these steps, it is possible to

alternate between calls.

NOTE: Display will indicate connected station or
trunk at any given time.

TO ANSWER A CAMPED-ON CALL

FROM THE ATTENDANT

♦ While engaged in a call, receive camp-on

indication (one short tone burst); the
ANSWER LED will flash.

♦ Press ANSWER key; call in progress is placed

on hold.

♦ Connection to camped-on call is established.
♦ By repeating these steps, it is possible to

alternate between calls.

NOTE: Display will indicate connected station or
trunk at any given time.

♦ Press ANSWER key

to return to original
call, camp-on call is
placed on Hold.

1CMP

WATS

TRK No.

TRK Type

33

CALL WAITING –
ORIGINATING

TO PROGRAM CALL WAITING KEY
(ON ONE-TOUCH SPEED KEY)

♦ Press FEATURE key.
♦ Press desired ONE-TOUCH SPEED key.
♦ Press RECALL key (“!” will appear on LCD).*
♦ Dial call waiting feature access code.
♦ Repress FEATURE key.

*To program a hook switch for transfer or feature activation,

press

RELEASE key as first digit (“!” will be displayed on LCD).

TO ACTIVATE CALL WAITING – ORIGINATING

♦ Dial desired station number, receive busy tone.
♦ Press CALL WAITING key.
♦ Receive special

ring back tone,
Call Waiting
tone will be sent
to busy station.

– OR –

♦ Lift handset.
♦ Dial Call Waiting

access code, receive
dial tone.

♦ Dial busy station.

2000CW SET

(Time display)

CW

(Time display)

0CW

Called Station Number

(Time display)

/

34

TO ANSWER A CALL WAITING

♦ Call Waiting tone

is heard.

♦ Press ANSWER key.

NOTE: By pressing the ANSWER key, station can alternate
between the original and camped-on parties,display will
indicate connected station or trunk at any given time.

♦ Call Waiting-Originating call is automatically

connected; original party is placed on hold.

TO DISCONNECT

♦ Press RECALL key, station user will automatically

be connected to original party.

2000CW SET

Calling Station Number

(Time display)

CALL PARK

TO PROGRAM CALL PARK KEY
(ON ONE-TOUCH SPEED KEY)

♦ Press FEATURE key.
♦ Press one touch speed key.
♦ Press RECALL key (“!” will appear on LCD.)
♦ Dial Call Park Access Code.
♦ Press FEATURE again.

PRK SET

(Time display)

35

TO PARK A CALL ON A NON-ACD LINE KEY

While connected to a station or trunk:

♦ Press TRANSFER key.

♦ Dial the Call Park

Access Code or
press the CALL

PARK key.

TO RETRIEVE A PARKED CALL FROM AN
ORIGINATING STATION

Or, while connected to a station or trunk on a
NON-ACD LINE key:

♦ Press one touch key or
♦ Dial Call Park local retrieval code.
♦ Station user is

connected to
parked call.

210:01

WATS

Elapsed Time

(Time display)

WATS 2PARK

SET

Parked Station or Trunk

(Time display)

TO RETRIEVE A PARKED CALL FROM A
REMOTE STATION

♦ Dial Call Park

remote retrieval
code* and the
station number
against which the
call was parked.

♦ Station user is connected to parked call.

30:01

WATS

200 is the station the call was parked
from, WATS3 is the parked station
or trunk.

(Time display)

36

CALL PICK-UP (GROUP)

STATION WITHIN PICK-UP GROUP RINGS

♦ Lift handset.
♦ Press NON-ACD LINE key.
♦ Press CALL PICK-UP feature button or dial

CALL PICK-Up Access Code. (Also, may
be stored on one touch speed calling key.)

♦ Connection to

calling party is
established.

♦ If engaged on call on NON-ACD LINE key,

press TRANSFER key and dial Call Pick-Up
Access Code. The original party will be
placed on hold.

WATS 3PCK

2000

Calling
Station

Called
Station

(Time display)

CALL PICK-UP (DIRECT)

TO PROGRAM PICK-DIRECT KEY
(ON ONE-TOUCH SPEED KEY)

♦ Press FEATURE key.
♦ Press ONE-TOUCH SPEED key.
♦ Dial Direct Call Pick-Up Access Code.
♦ Re-press FEATURE key again.

A STATION WITHIN THE SYSTEM RINGS

♦ Lift handset, receive dial tone.
♦ Press PICK-DIRECT key and dial the station

number to be picked up.

37

– OR –

♦ Dial DIRECT CALL PICK-UP Access Code and

the station number to be picked up.

♦ Connection to

calling party is
established.

– OR –

♦ Press programmed ONE-TOUCH SPEED key.
♦ If busy, original call must be placed on hold

before new call can be picked up.

WATS 3PCK

2000

Calling
Station

Called
Station

(Time display)

OUTGOING TRUNK QUEUING

If trunk “Busy”:

♦ Receive TRUNK

BUSY indication;
press CALL BACK key.

Call is placed in queue for next available trunk.

♦ When trunk is available, setting station is

alerted by ringing and flashing red LED.

♦ Lift handset or headset.
♦ Press NON-ACD LINE key.
♦ Dial tone is heard or number is automatically

dialed if NEAX2400 IMS is programmed with
Least Cost Routing.

OGQ SET

(Time display)

38

OFF-HOOK TRUNK QUEUING

♦ Lift handset.
♦ Press NON-ACD LINE key.
♦ Receive dial tone.
♦ Dial OFF-HOOK QUEUING access code.
♦ Dial desired telephone number; encounter

a trunk busy condition.

♦ Station user receives Service Set tone, and

leaves speaker on. The desired number
will automatically be dialed when a trunk
becomes available.

LAST NUMBER REDIAL

TO RECALL THE LAST TELEPHONE
NUMBER DIALED

♦ Lift handset.
♦ Press NON-ACD LINE key.
♦ Receive dial tone.
♦ Press REDIAL key,

outside or internal
station is automatically
redialed,when party
has answered, lift
handset to converse.

To display last number dialed:

♦ While on hook, press REDIAL key.
♦ Display indicates digits stored.

LNR [*]/SD [-]

(Time display)

39

CALL FORWARDING –
ALL CALLS

TO SET

♦ Lift handset.
♦ Press NON-ACD LINE key.
♦ Receive dial tone.
♦ Press FWD key or dial Call Forward access

code; receive special dial tone.

♦ Dial destination station or external telephone

number; receive Service Set tone.*

♦ FWD LED lights (at your station or at the

D

term

of the subline station you are setting).

♦ Return to onhook

condition, call
forwarding all
calls is set.

FWD SET

(Time display)

TO CANCEL

♦ Lift handset.
♦ Press NON-ACD LINE key.
♦ Receive dial tone.
♦ Press FWD key or dial Call Forward cancel

code; receive Service Set tone*, FWD lamp
goes out at your station.

♦ Press LINE key;

Call forward all
calls canceled.

*Service Set tone is optional depending upon system programming.

FWD CNCL

40

CALL BACK

IF CALLED STATION IS “BUSY”

♦ Press CALL BACK

key if; receive
Service Set tone.*

– OR –

♦ Press FLASH key** and enter CALL BACK

access code.

♦ When both parties

become idle, calling
party’s phone rings.
Calling party would
go off hook and hear
ring back tone. The
called station would
then be ringing.

2000CB

Called Party

(Time display)

CB SET

(Time display)

2000

♦ Lift handset, then

called party’s
phone rings.

♦ Connection is established when called

party answers.

NOTE: Call Back may be programmed by the PBX
Engineer on a Programmable Line/Feature key or by
the user on a Speed Calling One-Touch key.

*Service Set tone is optional depending upon system programming.

**

FLASH key must be programmed on ONE-TOUCH SPEED

call key.

2000CB

Calling Party

41

TO SAVE AND REPEAT A NUMBER

TO SAVE

♦ Lift handset.
♦ Press NON-ACD LINE key.
♦ Dial desired telephone number.
♦ Press S & R key; dialed number is now stored.
♦ S & R key LED lights.

– OR –

♦ Receive Internal Call.
♦ Press S & R. Number is stored in memory.
♦ S & R LED lights.

TO VERIFY

♦ While idle, press S & R key, display indicates

digits stored.

TO REPEAT

♦ Lift handset.
♦ Press NON-ACD LINE key.
♦ Press S & R key; D

term

Series E will automatically

redial the programmed number.

♦

S & R key automatically canceled; LED goes out.

NOTE: If Save and Repeat number is busy or no answer is
received, to save it again, press S & R key before going
back on hook.

42

TO LEAVE A MESSAGE

♦ Lift handset.
♦ Press NON-ACD LINE key.
♦ Receive dial tone.
♦ Dial desired station number; encounter a

“No-Answer” or Busy condition.

♦ Press MSG key;

message is sent
to called D

term

Series E.

♦ Called station MSG LED lights.

NOTE:

•Up to four messages
can be stored in D

term

Series E memory.
If a fifth message is
attempted, ring back
tone is heard.

MSG BUSY

(Time display)

MSG SET

2000

Recipient Station

(Time display)

•If station is not
equipped to receive
messages, reorder
tone is heard.

TO ANSWER A MESSAGE

TO DISPLAY

♦ MSG LED LIT;

station is idle.

♦ Press MSG key; display indicates time of

message and station number leaving message;

♦ Re-press MSG key again to display additional

messages in order received.

12:28PMMSG

2000

(Time display)

MSG RST

(Time display)

43

TO RESPOND

♦ While displaying desired message; lift handset

and Press NON-ACD LINE key.

♦ Press MSG key; station which left message

will be automatically redialed.

TO ERASE

♦ Message is erased.

♦ To erase a message without returning the call,

press MSG key to display desired message.

♦ Dial # while message is displayed, message

is erased.

NOTE: If station which left message is busy,
callback or MSG may be set. If station which left
message does not answer, MSG may be set, thus
notifying originating party that a message return
was attempted.

MSG CNCL

(Time display)

DO NOT DISTURB

WHILE IDLE (ON HOOK)

♦ Press DND key*;

LED lights.

TO CANCEL

♦ Press DND key;

LED goes out.

*DND key must be programmed by the PBX engineer on a

programmable feature key.

DND CNCL

(Time display)

DND SET

(Time display)

44

PRIVACY

WHILE OFF-HOOK

♦ Press DND key,

LED flashes;
Display indicates:

♦ Privacy feature prevents interruptions for the

duration of a call.

TO CANCEL

♦ Press DND; LED goes out.

– OR –

♦ Replace handset;

privacy feature
is automatically
canceled.

PRV CNCL

(Time display)

PRV SET

(Time display)

DATA FEATURES

TO ACTIVATE SIMULTANEOUS VOICE/DATA
TRANSMISSION

♦ To send data to

the same station
already involved
in voice conversation,
originating station
presses DTX key.

♦ Receiving station presses DATA key.
♦ Data connection

is established.

♦ Voice conversation can be terminated by either

station without affecting data connection.

XXXXRDY

(Time display)

D DTE

XXXXD

(Time display)

DTE

45

♦ To disconnect from

DATA connection,
either station can
press DATA key.

NOTE: If receiving station is programmed for Auto
Answer, disregard this step.

TO SEND DATA TO A STATION WHILE
INVOLVED IN A VOICE CONVERSATION

WITH

ANOTHER STATION

♦ Originating station

presses DATA key
and dials the Data
port number of the
destination station.

♦ Receiving station presses DATA key.

NOTE: If receiving station is programmed for Auto
Answer, disregard this step.

XXXXRLS

(Time display)

D DTE

XXXXRLS

(Time display)

D DTE

♦ DATA connection

is established while
voice conversation
continues. Voice
conversation can
be disconnected
without affecting
DATA connection.

♦ To disconnect from

DATA connection,
either station can
press DATA key at
any time.

TO SEND DATA TO AN INTERNAL STATION
WHEN NO VOICE COMMUNICATION IS
TAKING PLACE

♦ Originating station

presses DATA
key and dials
receiving station’s
data extension.

XXXXD

(Time display)

DTE

XXXXRLS

(Time display)

D DTE

XXXXRDY

(Time display)

D DTE

♦ Receiving station

presses DATA key.

♦ Data is established.
♦ To disconnect from DATA call, either

originating or receiving station can press

DATA key.

♦ Released station’s

display indicates:

NOTE: If receiving station is programmed for Auto
Answer, disregard this step.

XXXXRLS

(Time display)

D DTE

XXXXRDY

(Time display)

D DTE

TO ESTABLISH EXTERNAL DATA TRANSMISSION VIA MODEM POOLING

♦ Internal station user initiates a voice

conversation to an external party.

♦ External party switches over from voice

to modem, or modem carrier tone is heard
immediately.

♦ After hearing

modem carrier
tone, originating
(internal) station
presses DTX key.

♦ Originating station‘s DTX lamp lights and

Service Set tone is heard, replace handset.

♦ Called data terminal answers.
♦ DATA connection is established.

NOTE: If internal station is programmed for Auto
Answer, disregard this step.

XXXXRDY

(Time display)

YYY

D

46

INTERNAL PARTY RECEIVES A DATA CALL

♦ Station‘s data

port will ring.
Data lamp flashes.

♦ Press DATA

key to answer.

NOTE: If receiving station is programmed for Auto
Answer, disregard this step.

*Service Set tone is optional depending upon system programming.

♦ Data connection is established.

TO RELEASE FROM A MODEM CALL

♦ Press DATA key, LED goes out.

XXXXRDY

(Time display)

YYY

D

XXXXD

(Time display)

47

48

NOTES

MIC (Microphone) Lamp

RELEASE

LOGON

CONF

(Conference)

TALLY

HOLD

TRANSFER

UP/ DOWN ( )

(Volume/Contrast)

BREAK

(Enter/Exit
Break Mode)

WORK

PROGRAMMABLE KEYS

One-Touch Speed
Dial / Feature Keys

(Programmable by user)

PROGRAMMABLE
KEYS

Flexible Line /
Feature Keys

(Programmable by

telephone system
administrator)

Call Indicator Lamp

LCD

SOFT KEYS (4)

<

>

HELP

EXIT

For more information contact:

NEC America, Inc.

CNG

1555 Walnut Hill Lane, Irving Texas 75038-3796

1 800 TEAM NEC

NEAX and D

term

are registered trademarks of

NEC Corporation

590301

*590301*

7/98