NEC 2400IMX system manual General Information

GENERAL INFORMATION

•Split

The unit of division of an ACD group according to functions. Each split is composed of a queue to hold incoming calls temporarily, agent positions to answer the incoming calls, and a group supervisory position.

•Queue

The queue is the area in which calls incoming to the ACD in the IMX System wait for handling. Each split has multiple queues.

When all of the agent positions of a queue are busy, the calls assigned to that queue will wait. As agent positions become idle, the calls are distributed to the agent positions according to first-in, first-out condition. However, since queues are assigned different priority levels, the calls in higher-priority queues are distributed before the calls in lower-priority queues.

•Overflow

An ACD call waiting in a queue of a split that cannot be connected to an agent position assigned to the queue (overflow origination) once a predetermined period of time had elapsed, the call is sent to the queue of another split (overflow destination) where it can wait for an agent position to become idle in both queues. This allows the ACD call to be answered by the first available agent.

•Overflow Threshold

The period of time between the origination of an ACD call and its overflow.

•Inflow Threshold

Specific value defined by number of waiting calls in the overflow destination.

•ACD Agent Position

All agent positions belong to any ACD group and an ACD call is originated/picked up from the agent position. Also, when Client/Server MIS system is used, ACD agent positions may have the client MIS.

•Group Supervisory Position

The position assigned the agent position supervisory functions, such as monitoring of agent positions and assistance of agent positions, as well as the functions of an agent position. It may be equipped with the MIS Terminal (DTE) which can display the status of the ACD subsystem.

•Agent

The operator using an agent position to handle calls via the ACD system. Every agent can be assigned an ID code to logon to the CallCenterWorX-Enterprise (ACD) system. For the purpose of effective use, the agent can use to connect the client MIS.

•Group Supervisor

This is the manager who uses a supervisory position to assist agent positions, monitor them, supervise their status using the MIS terminal, and change the system configuration of an ACD group. Every supervisor can be assigned an ID code.

•MIS Terminal (DTE)

This is the MIS Data Terminal Equipment used to display the ACD status and/or change the system config- uration.

CHAPTER 2 NDA-24282

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Revision 1.0