NEC 2000 IPS manual Automatic Call Distribution ACD with MIS, Basic ACD

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, Windows 2000

Advanced 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 2000 IPS Call Centers. Finally, Q-Master which offers a modular call center environment allowing for more flexible options by choosing just the application needed.

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 UNIVERGE NEAX 2000 IPS has basic ACD that comes standard with any basic system package.

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. 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: 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 Hold provided)

remain in queue for a preset time (Ring back 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

UNIVERGE NEAX 2000 IPS Request for Proposal (RFP) Reference Guide	Page 12-1
Issue 6