NEC 2400IMX system manual 70A Calling Party Identification ACD

CALLING PARTY IDENTIFICATION - ACD

C-70A CALLING PARTY IDENTIFICATION - ACD

GENERAL DESCRIPTION

This feature allows calling party information to be displayed on the LCD of the Dterm when an incoming call is assigned to an ACD agent. The format of the calling party information follows:

1.Incoming Trunk and Circuit Information:

A unique twenty-character name for an incoming trunk group along with the trunk circuit number within the group can be displayed. This display is commonly used for ringdown trunks. For example,NATIONAL 7.

2.Called Number Identification: LDN

When an incoming trunk calls a particular pilot number, an ID associated with the pilot number can be displayed instead of the twenty-character name of the incoming trunk group and the trunk circuit number. This display is commonly used for DID trunks. For example, SALES DEPT.

3.Internal Directory Number:

The internal directory number (up to five digits) assigned to the circuit can be displayed. This display is used for PBX stations calling into the ACD. For example, 70626.

4.Overflow Connections:

When a non-transferred call is assigned to an agent in a secondary split, an overflow message is displayed before the calling party identification indicating that this call is not being assigned to an agent in the split for which it was first queued. For example, OVF SHIPPING. If the call has overflowed from an agent’s personal queue, the display will identify the call as such and will show the name of the called agent; for example, PRS OVF FRED. Refer to Agent Personal Queue - ACD [A-85A]for related information.

5.Transfer Connections:

When a call being transferred by one agent is answered by another agent, an indication of who is transfer- ring the call is displayed. For example, XFR JONATHAN.

6.Talking notification:

While an agent is engaged in a call, the Calling Party Identification of the original incoming ACD call, along with the number of calls waiting in the split queue, can be displayed by pressing the LOGON key. For example, NATIONAL 17 is displayed prior to SHIPPING: 5. A display showing the amount of time in queue is provided to the agent position when a call is assigned (ringing) and again when the call is an- swered. For example, TIME IN Q: 9:17. The time shown is computed as the elapsed time since the caller entered the ACD system and when it is answered (or started ringing).

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