NEC NEAX NDA-24349 - Manual (Page 241)

Chapter 12 Automatic Call Distribution with MIS
NEAX 2000 IPS Request for Proposal (RFP) Reference Guide Page 12-1
NDA-24349, Issue 4
Chapter 12 Automatic Call Distribution (ACD)
with MIS
Automatic Call Distribution (ACD)
An Automatic Call Distribution (ACD) feature permits incoming calls to terminate to a
prearranged group of stations. Calls are distributed in the order of arrival to idle terminals
within the group, based on which terminal has been idle the longest period of time. Stations
may log on/log off from the ACD group. Supervisor stations may monitor conversations of
agents.
In addition to basic ACD, NEC has a Microsoft
® Windows 2000 Professional, Winodws 2000
Advanced Server or Windows 2003 Server ACD/MIS system (CallCenterWorX ™ ACD/MIS)
that enables a user to efficiently manage a call center. Also, NEC offers an Infolink ™
Application (QueWorX ™) that provides IVR, Internet and Desktop integration for NEAX2000
IPS Call Centers.
The MIS system analyses statistical data received from the ACD, displays real-time activity
screens, and generates and prints graphs and reports of the activity.
Basic ACD
The NEAX2000 IPS system has basic ACD that comes standard with any NEAX 2000 system.
Service Conditions
1. A maximum of 16 ACD groups can be assigned per system. Each ACD group is assigned a pilot
number. 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 in
the system is 16. The total number of ACD stations may not exceed the system limits of 256 D term s
and 512 ports. 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) or
Customer Administration Terminal (CAT).
4. ACD groups consist of a pilot station and one or more member stations. Hunting is initiated in a
circular 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:
ƒ
remain in queue until an agent becomes available (Ringback Tone provided)
ƒ
immediately overflow to another group, to a station, or to the Attendant
ƒ
remain in queue until an agent becomes available (Delay Announcement or Music on Hold
provided)
ƒ
remain in queue for a preset time (Ringback Tone, Delay Announcement, or Music on Hold
provided), and then overflow to another group, to a station, or to the Attendant
6. When the pilot station has set Call Forwarding – All Calls, incoming calls to the ACD group will be
transferred to the destination of that Call Forwarding – All Calls setting