NEC UNIVERGE NEAX 2000 IPS Reference Manual

Also see for UNIVERGE NEAX 2000 IPS: Installation guide User guide User guide User guide Configuration guide

Contents

NEC UNIVERGE NEAX 2000 IPS Reference Manual Manual pdf 225 page image

UNIVERGE NEAX 2000 IPS Request for Proposal (RFP) Reference Guide Page 12-1Issue 6Chapter 12 Automatic Call Distribution (ACD)with MISAutomatic Call Distribution (ACD)An Automatic Call Distribution (ACD) feature permits incoming calls to terminate to aprearranged group of stations. Calls are distributed in the order of arrival to idle terminalswithin the group, based on which terminal has been idle the longest period of time. Stationsmay log on/log off from the ACD group. Supervisor stations may monitor conversations ofagents.In addition to basic ACD, NEC has a Microsoft ® Windows 2000 Professional, Windows 2000Advanced Server or Windows 2003 Server ACD/MIS system (CallCenterWorX ACD/MIS)that enables a user to efficiently manage a call center. NEC offers an Infolink Application(QueWorX ) that provides IVR, Internet and Desktop integration for UNIVERGE NEAX 2000IPS Call Centers. Finally, Q-Master which offers a modular call center environment allowingfor more flexible options by choosing just the application needed.The MIS system analyses statistical data received from the ACD, displays real-time activityscreens, and generates and prints graphs and reports of the activity.Basic ACDThe UNIVERGE NEAX 2000 IPS has basic ACD that comes standard with any basic systempackage.Service Conditions1. A maximum of 16 ACD groups can be assigned per system. Each ACD group is assigned a pilotnumber. Calls directed to the pilot number are directed to that ACD group.2. The maximum number of stations in an ACD group is 60. The maximum number of ACD groups inthe system is 16. If ACD-MIS is used, the maximum number of ACD stations is 60.3. Assignment of ACD groups is performed from the Maintenance Administration Terminal (MAT) orCustomer Administration Terminal (CAT).4. ACD groups consist of a pilot station and one or more member stations. Hunting is initiated in acircular fashion, and then based on which member has been idle the longest period of time.5. If all stations within the ACD group are busy, incoming calls may be serviced in the following ways: remain in queue until an agent becomes available (Ring back Tone provided) immediately overflow to another group, to a station, or to the Attendant remain in queue until an agent becomes available (Delay Announcement or Music on Holdprovided) remain in queue for a preset time (Ring back Tone, Delay Announcement, or Music on Holdprovided), and then overflow to another group, to a station, or to the Attendant6. When the pilot station has set Call Forwarding – All Calls, incoming calls to the ACD group will betransferred to the destination of that Call Forwarding – All Calls setting