Dterm Series E Agent Console User Guide
Contents
1. e So Oc Sie TRANSFER MIC Microphone Lamp BREAK Enter Exit WORK UP DOWN AV Break Mode Volume Contrast For more information contact NEC America Inc CNG 1555 Walnut Hill Lane Irving Texas 75038 3796 1 800 TEAM NEC NEAX D are registered trademarks of NEC Corporation 590301 NEC 7 982. Data connection RDY is established D DTE Time display Voice conversation can be terminated by either station without affecting data connection To disconnect from RG D DTE DATA connection RDY D DIE DATA connection is established while either station can ihe Sey voice conversation press DATA key continues Voice conversation can be disconnected without affecting NOTE If receiving station is programmed for Auto Answer disregard this step DATA connection To SEND DATA TO A STATION WHILE INVOLVED IN A VOICE CONVERSATION To disconnect from 077 WITH ANOTHER STATION DATA connection either station can Time display Originating station METTRE ee press DATA key at presses DATA key any time and dials the Data port number of the To SEND DATA TO AN INTERNAL STATION destination station WHEN No Voice COMMUNICATION IS Receiving station presses DATA key TAKING PLACE NOTE If receiving station is programmed for Auto Originating station D DTE XXXX Answer disregard this step presses DATA E key and dials receiving station s data extension 45 Receiving station RDY D DTE presses DATA key Data is established Time display To disconnect from DATA call either originating or receiving station can press DATA key Released station s RLS D DTE XXXX display indicates Time display NOTE If receiving station is
3. Time display T BREAK Time display VACANT Time display 10 TOSET AUTOMATIC ANSWER NOTE This feature applies only to a station that is off hook on handset or headset NOTE Automatic Answer applies only to ACD calls It does not apply to calls terminated on the agent line key FROM MANUAL ANSWER STATUS Press AUTO key AUTO ANSWER Time display Lamp lights steadily Incoming ACD calls are answered automatically Time in X XX is displayed temporarily Elapsed Time Type No 15 39 WATS 3 Zip tone is heard before call is connected to Time display ACD Agent TLHSBT MANUAL ANSWER FROM AUTOMATIC ANSWER STATUS Press AUTO key MANUAL ANSWER Time display Lamp is dark Incoming ACD calls Press ACD CALL Time Type No key or go off hook 15 39 WATS 3 on the ACD line to answer calls Time display Upon completion of conversation press RELEASE key if using handset position is returned to Ready Status 11 TO ANSWER RELEASE AN INCOMING ACD CALL FROM THE MANUAL ANSWER STATUS READY Time display Display alternates between who is calling name ACD Agent number trunk etc and time in queue in minutes and seconds Incoming ACD call associated lamp flashes red Press ACD CALL 15 39 WATS 3 key or go off hook on the ACD line Time display lamp is steadily lit green TIMEIN Q 0 02 Time display Upon complet
4. LIABILITY DISCLAIMER NEC AMERICA INC RESERVES THE RIGHT TO CHANGE THE SPECIFICATIONS FUNCTIONS OR FEATURES AT ANY TIME WITHOUT NOTICE NEC America INC HAS PREPARED THIS DOCUMENT FOR USE BY ITS EMPLOYEES AND CUSTOMERS THE INFORMATION CONTAINED HEREIN IS THE PROPERTY OF NEC AMERICA INC AND SHALL NOT BE REPRODUCED WITHOUT PRIOR WRITTEN APPROVAL FROM NEC America INc CopyriGHT 1998 NEC America INC TABLE OF CONTENTS DEDICATED FUNCTION KEYS AND LAMPS To Loc ON WHEN ID Cope is REQUIRED To Loc ON WHEN ID Copt is Nor REQUIRED To Loc Orr WITH WitHouT ID Copes To Set AUTOMATIC ANSWER To Set MANUAL ANSWER To ANSWER RELEASE AN INCOMING ACD CALL To A CALL To TRANSFER A CALL TO SPLIT QUEUE To BREAK MODE Wonk DURING A CALL TALLY COUNT To PLACE AN ASSISTANCE CALL Monitor To PLACE AN EMERGENCY CALL To REPORT TRUNK TROUBLE TALLY OH FEATURES To ORIGINATE AN OUTSIDE CALL To ORIGINATE AN INTERNAL CALL To ORIGINATE A CALL USING SPEED CALLING ACCOUNT CODE FORCED ACCOUNT CODE AUTHORIZATION CODE CONFERENCE To ESTABLISH A BROKER CALL To ANSWER A CAMPED ON CALL CALL WAITING ORIGINATING CALL PARK CALL Pick up Group CALL Pick up Direct OUTGOING TRUNK QUEUING OFF HOOK TRUNK QUEUING LAST NUMBER REDIAL CALL FORWARDING ALL CALLS BACK To SAVE AND REPEAT A NUMBER To LEAVE A MESSAGE To ANSWER A MESSAGE Do Nor DISTURB PRIVACY DATA FEATURES T
5. code and the station number against which the call was parked WATS 3 Time display 200 is the station the call was parked from WATS3 is the parked station or trunk Station user is connected to parked call CALL PICK UP GROUP STATION WITHIN Pick Up Group RINGS Lift handset Press NON ACD LINE key Press CALL PICK UP feature button or dial CALL PICK Up Access Code Also may be stored on one touch speed calling key Connection to PCK 2000 WATS 3 calling party is established Time display Called Calling Station Station If engaged on call on NON ACD LINE key press TRANSFER key and dial Call Pick Up Access Code The original party will be placed on hold 36 CALL PICK UP DIRECT To PROGRAM Pick DirEcT KEY ON SPEED KEY Press FEATURE key Press ONE TOUCH SPEED key Dial Direct Call Pick Up Access Code Re press FEATURE key again STATION WITHIN THE SYSTEM RINGS Lift handset receive dial tone Press PICK DIRECT key and dial the station number to be picked up OR Dial DIRECT CALL PICK UP Access Code and the station number to be picked up Connection to PCK calling party is established OR Press programmed ONE TOUCH SPEED key 2000 WATS 3 Time display Called Calling Station Station If busy original call must be placed on hold before new call can be picked up 37 OUTGOING TRUNK QU
6. Ringing On Go off hook or press Speaker Key then press Soft Key below OHR ON to allow ringing on secondary and trunk line appearances on this telephone while in use MUTE Go off hook or press Speaker Key then press Soft Key below MUTE MUTE will flash and Voice Path is eliminated to the handset headset or speaker TO LOG ON WHEN ID CODE IS REQUIRED If the entered Log On ID code is currently in use the display indicates ID IN USE and then returns to LOGON ID If an invalid ID code is entered the display returns to LOGON ID and the Agent must enter a current Log On ID From VACANT Status LOGON lamp VACANT is dark Time display Press LOGON LOGON 1D key LOGON key flashes Time display Dial Agent LOG ID Code press the key digits dialed are displayed The LOGON and WORK lamps light steadily display indicates greeting Then reviews the SPLIT CUST SYS following modes Time display NOTE Auto Answer is displayed and active AUTO ANSWER only if auto answer is d Time display programmed NOTE Work mode WORK MODE is displayed and active Time display only if work mode has been programmed The WORK key must be pressed before Agent can TT TO LOG ON WHEN ID CODE IS NOT REQUIRED begin taking calls 00000000000000000000000009 The console is now hou sais From VACANT Status LOGON lamp VACANT is dark Time display Press L
7. TALK 3 11 minutes and seconds T WORK 0 20 16 hours minutes seconds T BREAK 0 10 00 hours minutes seconds Displays the queue depth of the split s served by the logged on agent If the position is Vacant and allowed a single split the queue depth for that split is shown For an agent in multi split mode the information for each split will be displayed for a four second interval To invoke press 001 SAMPLE DISPLAY ORDERS 10 Displays the time waited by the longest waiting call in the split s served by the logged on agent If the position is Vacant and allowed a single split the wait time for that split is shown For an agent in multi split mode the information for each split will be displayed for a four second interval To invoke press 002 SAMPLE DISPLAY SERVICE 1 28 Minutes Seconds 22 Special Agent System Tally Code Leading Code 003 004 005 Meaning Displays the quantity of working agents on an ACD call in Work mode in Ready mode in the split s served by the logged on agent If the position is Vacant and allowed a single split the quantity of working agents in that split is shown For an agent in multi split mode the information for each split will be displayed for a four second interval To invoke press 003 SAMPLE DISPLAY SERVICE 26 Displays the quantity of agents in Break mode in the split s saved by the logged on agent If the position is Vacant and allowed a single split t
8. associated with this request To invoke press 029 Emergency use only notify NECAM of any lockups 26 In this section additional Function Keys e g FEATURE ANSWER TRANSFER etc must first be programmed on the Agent Console by the System Administrator TO ORIGINATE AN OUTSIDE CALL Lift handset or headset Press NON ACD LINE key Receive dial tone Dial the Central Office Access Code e g 9 Dial desired telephone number Use handset Elapsed Time Type No to converse 15 39 WATS 3 Time display TO ORIGINATE AN INTERNAL CALL Lift handset or headset Press NON ACD LINE key Receive dial tone Dial desired station number display indicates digits dialed Use handset to converse TO ORIGINATE CALL USING SPEED CALLING ONE TOUCH KEYS Press NON ACD LINE key Press desired SPEED CALL key or press SPKR and SPEED CALL To PROGRAM Available only D stations with speed calling keys Press FEATURE key Press desired SPEED CALL key Enter desired SPD SET telephone number or feature code on the keypad Display indicates digits dialed Time display 28 To VERIFY Press FEATURE key Press desired SPEED CALL key Display indicates digits programmed NOTE 1 To program a hookswitch for transfer or feature activation press RELEASE key as first d
9. programmed for Auto Answer disregard this step 46 TO ESTABLISH EXTERNAL DATA TRANSMISSION VIA MODEM POOLING Internal station user initiates a voice conversation to an external party External party switches over from voice to modem or modem carrier tone is heard immediately After hearing modem carrier tone originating internal station presses DTX key L0 D A A Time display Originating station s DTX lamp lights and Service Set tone is heard replace handset Called data terminal answers DATA connection is established NOTE If internal station is programmed for Auto Answer disregard this step INTERNAL PARTY RECEIVES A DATA CALL Station s data port will ring Data lamp flashes Press DATA RDY YYY key to answer Time display Time display NOTE If receiving station is programmed for Auto Answer disregard this step Service Set tone is optional depending upon system programming Data connection is established To RELEASE FROM A MODEM CALL Press DATA key LED goes out 47 NOTES PROGRAMMABLE Programmable by user KEYS Call Indicator Lamp K Flexible Line HELP ROGRAMMABLE KEYS Feature Keys Sort Kevs 4 rogrammable by A One Touch Speed telephone system LCD Dial Feature Keys nace EXIT LOGON 26 RELEASE y Conference
10. the ACD system can be set up for multiple break type Multiple break types is selected by the system Press the BREAK key lamp lights steadily BREAK TYPE Time display The agent then inputs x via the key pad one digit x x1 9 then presses the key BREAK TYPE Time display BREAK TYPE X Time display Then changes to ON BREAK Time display 16 NOTE The Supervisor defines Break selection types in the MIS and provides this information to the Agent Example Break 1 Lunch Break 2 Restroom Break 3 Files Break 4 Coffee No further ACD calls will be received WORK MODE DURING A CALL Upon completion READY of Work press WORK key lamp Time display extinguishes To Set Work DuniNG A CALL Work mode is canceled status returns to While engaged in an ACD call press WORK Ready ACD calls will be received key WORK lamp lights steadily Displays Work Pending WORK PENDING Time display Press RELEASE key WORK MODE or go on hook to terminate ACD call Time display Then changes to Work lamp light steady red Time display 17 TALLY COUNT WHILE ENGAGED IN AN ACD CALL OR IN Work Press TALLY key TALLY NUMBER lamp flashes green Time display Press desired digit 22 1 9 key on dial keypad up to 22 digits press key to validate e
11. CD call upon the release of an established call if calls are in queue to that Split Before being connected to a new call the Agent will hear Zip tone When pressed again the Agent s Answer mode will change from Automatic to Manual The associated lamp is dark When an ACD call comes into the ACD Agent position which is set for manual operation the console rings and must be manually answered by pressing the ACD call key MONTITOR BARGE This feature allows the Agent to select another Agent position to monitor or barge into calls on both the ACD line and NON ACD line at that Agent position EMER This feature permits an ACD Agent to record a conversation between an ACD Agent and caller if recording equipment is provided Simultaneously a call is placed to the Split Supervisors Line key for silent monitoring ACD CALL ACD calls directed to an ACD Agent will terminate to this line key LINE This key is used by the Agent to originate or answer a NON ACD call TRK TRBL The Agent presses this key to report low volume static or any problem with trunks encountered during a call This feature does not improve upon problem encountered ASSIST Feature activation provides immediate call connection to a split supervisor s line key for assistance in handling a complaint or problem CW This key is used to indicate calls in queue The Agent presses this key to show how many calls in queue and the time of the
12. EUING If trunk Busy Receive TRUNK 060 SET Time display press CALL BACK key BUSY indication Call is placed in queue for next available trunk When trunk is available setting station is alerted by ringing and flashing red LED Lift handset or headset Press NON ACD LINE key Dial tone is heard or number is automatically dialed if NEAX2400 IMS is programmed with Least Cost Routing OFF HOOK TRUNK QUEUING Lift handset Press NON ACD LINE key Receive dial tone Dial OFF HOOK QUEUING access code Dial desired telephone number encounter a trunk busy condition Station user receives Service Set tone and leaves speaker on The desired number will automatically be dialed when a trunk becomes available 38 LAST NUMBER REDIAL To RECALL THE LAST TELEPHONE NUMBER DIALED Lift handset Press NON ACD LINE key LNR SD Time display To display last number dialed While on hook press REDIAL key Receive dial tone Press REDIAL key outside or internal station is automatically redialed when party has answered lift handset to converse Display indicates digits stored CALL FORWARDING ALL CALLS To SET Lift handset Press NON ACD LINE key Receive dial tone Press FWD key or dial Call Forward access code receive special dial tone Dial destination station or external telephone number receive Service Set tone FWD LED
13. OGON HELLO LARRY key LOGON lamp is lit steadily Tine display display indicates the greeting Then reviews the following modes Time display NOTE Auto answer is displayed and active only if auto answer is programmed NOTE Work mode is displayed and active only if work mode has been programmed The WORK key must be pressed before the Agent can begin taking calls The console is now in Ready status AUTO ANSWER Time display WORK MODE Time display READY Time display TO LOG OFF WITH OR WITHOUT ID CODES FROM BREAK WORK MODE OR READY STATUS Press LOGON key LARRY lamp is dark Several displays will cycle on the display for 4 seconds each ending with farewell greeting Time display NOTE Name will only be displayed if LOGON ID codes are used During LOGOFF ACD calls cannot be received The time since SHIFT 6 38 08 LOGON in hours minutes and seconds Time display The number of incoming calls handled Of the calls handled the average time spent on each call in minutes seconds and tenths of a second The cumulative amount of time spent in Work mode during the shift in hours minutes and seconds The cumulative amount of time spent in Break Mode during the shift in hours minutes and seconds Finally the display shows VACANT ACD CALLS Time display AVG TALK Time display T WORK
14. S system and the MIS terminals DTX Press key to transfer a call from a voice line to a data line DND Do not disturb the feature allows a station user to stop calls from ringing at the station during on hook or off hook condition CALL BACK Enables an originated NON ACD call upon encountering a busy condition to have a call automatically completed when the called ACD Agent or busy trunk becomes idle NOTE Lower line of LCD constantly indicates time day and date NOTE Display indicatations may change depending on the PBX product Display in this manual reflect the indicates behind the NEAX2400 PBX Sort KEYs On Hook State Telephone is idle uU x 28 Mic Headset eAAAAe Off Hook State 2000 3 17 PM Fri 28 Telephone is use OHROff MUTE HSET he Headset Press the Soft Key below Headset to activate Headset operation The primary extension LED will illuminate when headset is on Mic Press the Soft Key below Mic to activate or deactivate the Microphone The Mic LED will illuminate when Mic is on Help Press the Help Key Press desired Soft Key for helpful information about that key Exit Press the Exit Key to exit the Help program OHROFF Off Hook Ringing Off Go off hook or press Speaker Key then press Soft Key below to disable ringing on secondary and trunk line appearances on this telephone while in use OHR ON Off Hook
15. Special Agent System Tally Code Leading Code 024 025 026 027 028 Meaning To add a new split to split list To invoke press 024ssspp to add a new working split sss at preference level pp to the list of working splits An agent may work in up to 16 splits simultaneously To delete a split from the split list To invoke press 025555 to delete a split sss from the list of splits To display current split list To invoke press 026 to display a list of the currently assigned splits on the agent s LCD display Each split s name will be shown for approximately seconds To save the current working split list to permanent ACD database memory To invoke press 027 to save the current split assignments to permanent ACD database memory Ordinarily when splits are added or deleted via Tally Oh 024 and 025 they are in use for the current logon session only However if the split selections are to be permanently assigned until modified to that agent s logon ID then they must be transferred to permanent ACD database memory Unlocks the agent s current position This request is for emergency use only There is no display associated with this request To invoke press 028 Emergency use only notify NECAM of any lockups 25 Special Agent System Tally Code Leading Code Meaning 029 Forces the agent to log off at the current position This request is for emergency use only There is no display
16. Waiting cw access code receive dial tone Time display Dial busy station CW SET Time display ANSWER A CALL WAITING Calling Station Number Call Waiting tone CW SET is heard Time display Press ANSWER key NOTE By pressing the ANSWER key station can alternate between the original and camped on parties display will indicate connected station or trunk at any given time Call Waiting Originating call is automatically connected original party is placed on hold To DISCONNECT Press RECALL key station user will automatically be connected to original party CALL PARK To PROGRAM CALL PARK KEY ON ONE ToucH SPEED KEY Press FEATURE key Press one touch speed key Press RECALL key will appear on LCD Dial Call Park Access Code Press FEATURE again Time display To PARK A CALL ON A Non ACD LINE KEY While connected to a station or trunk Press TRANSFER key Parked Station or Trunk Dial the Call Park PARK SET WATS 2 Access Code or press the CALL PARK key To RETRIEVE A PARKED CALL FROM AN ORIGINATING STATION Or while connected to a station or trunk on a NON ACD LINE key Press one touch key or Dial Call Park local retrieval code Station user is connected to parked call 10 01 WATS 2 Time display Elapsed Time 35 To RETRIEVE A PARKED CALL FROM A REMOTE STATION Dial Call Park remote retrieval
17. ally placed on hold By repeating these steps it is possible to alternate between calls NOTE Display will indicate connected station or trunk at any given time 32 TO ANSWER A CAMPED ON CALL FROM THE ATTENDANT While engaged in a call receive camp on indication one short tone burst the ANSWER LED will flash Press ANSWER key call in progress is placed on hold Connection to camped on call is established By repeating these steps it is possible to alternate between calls NOTE Display will indicate connected station or trunk at any given time Type No WATS 1 Press ANSWER key to return to original 12 call camp on call is placed on Hold CALL WAITING ORIGINATING TO PROGRAM CALL WAITING KEY ON ONE TOUCH SPEED KEY Press FEATURE key Press desired ONE TOUCH SPEED key Press RECALL key will appear on LCD Dial call waiting feature access code Repress FEATURE key To program a hook switch for transfer or feature activation press RELEASE key as first digit will be displayed on LCD 33 To ACTIVATE CALL WAITING ORIGINATING Dial desired station number receive busy tone Press CALL WAITING key Called Station Number Receive special cw j ring back tone Call Waiting Time display tone will be sent to busy station OR Lift handset Dial Call
18. ature Access Code receive Service Set tone Enter Forced Account Code up to 10 digits receive dial tone Dial desired number Service Set tone is optional depending upon system programming 30 AUTHORIZATION CODE To ENTER WITHOUT ACCOUNT CODE Lift handset Press NON ACD LINE key Receive dial tone Enter feature Access Code receive Service Set tone Enter Authorization Code up to 10 digits receive second service set tone Receive dial tone dial desired number Service Set tone is optional depending upon system programming Or Press NON ACD LINE key Receive dial tone Dial desired number If Authorization Code is required caller hears special dial tone Enter Authorization Code or call will be denied CONFERENCE v ee0 0 000000000000000000000090 With call in progress ask party to hold Press TRANSFER key receive interrupted dial tone Dial desired number After call is answered press CONF key CONF LED lights Three way conference is established Time display If one party hangs up other two remain connected CONF LED goes out TO ESTABLISH A BROKER CALL While engaged in a call and wishing to consult a third party press TRANSFER key receive interrupted dial tone caller is automatically placed on hold Dial desired party to consult Press TRANSFER key to return to original caller Third party is automatic
19. ay The ACD agent s conversation is never interrupted TO REPORT TRUNK TROUBLE NOTE The ACD call is not effected by this procedure ACD Agent must be engaged in a call to initiate a trunk trouble report Pressing TRK TRBL key does not clear the problem Trunk trouble can only be activated while on an ACD call station or trunk call While engaged TROUBLE REPORTED in an ACD call press TRBL Time display key once only When changes to after 4 seconds 5 22 WATS 3 Time display Trouble report is automatically reported to MIS subsystems and Maintenance Administration Terminal 21 TALLY OH FEATURES Tally Oh codes beginning with a zero are reserved for special use by agents and are not reported to the MIS These codes invoke various actions such as statistical displays and mode changes performed on a tenant basis OPERATING PROCEDURES Press TALLY key Enter tally code then Special Agent System Tally Code Leading Code 000 001 002 Meaning Displays the agent s statistics shift time number of ACD calls answered average talk time total time in Work mode since logging on and total time in Break mode since logging on for the current agent or the last agent logged on The statistics are for the shift they are not given on a per split basis To invoke press 000 SAMPLE DISPLAYS SHIFT 3 12 48 hours minutes seconds ACD CALLS 22 one to three digits AVG
20. he quantity of agents in Break mode in that split is shown For an agent in multi split mode the information for each split will be displayed for a four second interval To invoke press 004 SAMPLE DISPLAY DELIVERY 6 Displays the elapsed time since entering the current mode The code is valid for the following modes on an ACD call Work mode Break mode Ready mode To invoke press 005 SAMPLE DISPLAY BREAK 0 10 00 hours minutes seconds 23 Special Agent System Tally Code Leading Code 006 007 008 009 021 022 023 Meaning Sends a request during an ACD call for a supervisor to monitor the conversation The display shows the designated supervisor s name or split To invoke press 006 SAMPLE DISPLAY MONITOR JAMES Sends a request to temporarily disable the Work mode time limit This request is only valid from Work mode and the timer will be disabled only until the agent leaves Work mode To invoke press 007 SAMPLE DISPLAY TIMEOUT DISABLED Displays the time and date for four seconds This request can be made from any mode To invoke press 008 SAMPLE DISPLAY 1 32 PM MON 22 Clear permanent display such as READY ON BREAK or VACANT Setup Connection Displays see CONNECTION DISPLAYS C 199 see ACD F amp S Online Help see CONNECTION DISPLAYS C 199 see ACD F amp S Show Connection Displays see CONNECTION DISPLAYS C 199 see ACD F amp S 24
21. igit displays on LCD NOTE 2 To program a pause press RELEASE key as any digit other than the first displays on LCD NOTE 3 To program a Voice Call press TRANSFER key after dialing station number V displays on LCD NOTE 4 Speed calling for feature access Speed call keys may be used as feature keys by storing the NEAX2400 feature access codes The feature may be programmed on a system basis by the PBX engineer Access codes may be stored in conjunction with telephone numbers For example one button can be programmed by the user to transfer to a cetain extension ACCOUNT CODE To ENTER Lift handset Press NON ACD LINE key Receive dial tone Enter feature Access Code receive Service Set tone Enter Account Code up to 10 digits Receive Dial Tone and dial desired number 29 To ENTER ACCOUNT CODE AFTER AUTHORIZATION CODE Life handset Press NON ACD LINE key Receive dial tone Enter feature Access Code for Authorization Code receive Service Set tone NOTE Authorization and account codes may be up to 15 digits combined Enter Authorization Code receive second Service Set tone Enter Account Code receive dial tone and dial desired number Service Set tone is optional depending upon system programming FORCED ACCOUNT CODE Lift handset Press NON ACD LINE key Receive dial tone Enter fe
22. ion 15 39 SERVICE Zip tone is heard before call is connected to of conversation zi the agent key Time display Upon completion 15 39 SERVICE Position is returned READY of call press to Ready Status RELEASE key Time display agent position is Position is returned to Ready Status agent available for the position is available for the next call in queue next call in queue NOTE Automatic Answer applies only when the Agent is in the off hook condition FROM AUTOMATIC ANSWER STATUS Incoming ACD call 15 39 SERVICE hear zip tone lamp lights green name displayed Time display TIMEIN Q 0 04 Time display 12 HOLD CALL WHILE ENGAGED IN AN ACD CALL Press HOLD key HLD WATS 3 held line will flash green Time display Displayed name ACD Agent number trunk etc flashes To RETRIEVE Lift Handset Route TRK No Press ACD key 1 09 WATS 3 Time display Upon call READY completion press RELEASE key Time display IF UNANSWERED After a preprogrammed time automatic recall is initiated Visual and audible signal rapid flash and ring burst will be sent to ACD Agent which placed call on hold 13 TO TRANSFER CALL TO SPLIT QUEUE FROM A PBX STATION OR AN ACD AGENT OR SUPERVISOR POSITION After pressing the TRANSFER key the PBX station or ACD agent or supervisor position transfers the calling party to the ACD pi
23. ived RESPOND While displaying desired message lift handset and Press NON ACD LINE key Press MSG key station which left message will be automatically redialed To ERASE Message is erased MSG CNCL Time display To erase a message without returning the call press MSG key to display desired message Dial while message is displayed message is erased NOTE If station which left message is busy callback or MSG may be set If station which left message does not answer MSG may be set thus notifying originating party that a message return was attempted 43 DO NOT DISTURB WHILE IDLE ON Hook Press DND key DND SET LED lights Time display To CANCEL Press DND key DND CNCL LED goes out Time display DND key must be programmed by the PBX engineer on a programmable feature key PRIVACY WHILE Press DND key LED flashes Display indicates PRV SET Time display Privacy feature prevents interruptions for the duration of a call To CANCEL Press DND LED goes out OR Replace handset privacy feature is automatically canceled PRV CNCL Time display 44 DATA FEATURES To ACTIVATE SIMULTANEOUS VOICE DATA TRANSMISSION To send data to D DTE the same station already involved in voice conversation originating station presses DTX key XXXX Time display Receiving station presses DATA key
24. lights at your station or at the Dterm of the subline station you are setting Return to onhook FWD SET condition call forwarding all calls is set Time display To CANCEL Lift handset Press NON ACD LINE key Receive dial tone Press FWD key or dial Call Forward cancel code receive Service Set tone FWD lamp goes out at your station FWD CNCL Service Set tone is optional depending upon system programming Press LINE key Call forward all calls canceled CALL BACK IF CALLED STATION IS Busy Press CALL BACK key if receive Service Set tone OR Press FLASH key and enter CALL BACK access code 2000 Time display When both parties become idle calling party s phone rings Calling party would go off hook and hear ring back tone The called station would then be ringing Time display Called Party 40 Lift handset then called party s phone rings 2000 Calling Party Connection is established when called party answers NOTE Call Back may be programmed by the PBX Engineer on a Programmable Line Feature key or by the user on a Speed Calling One Touch key Service Set tone is optional depending upon system programming FLASH key must be programmed on ONE TOUCH SPEED call key TO SAVE AND REPEAT A NUMBER To SAVE Lift handset Press NON ACD LINE key Dial desired telephone number Press S amp R ke
25. longest waiting call FEATURE Used to adjust LCD contrast speaker receiver volume and ringer volume UP DOWN LCD Contrast Press orV key while idle Speaker Receiver Volume Press AorW key during conversation Ringer Volume Press key during ringing Non ACD PROGRAMMABLE LINE FEATURE KEYS NOTE Each ACD Agent may program PBX features in any of the unused twenty four programmable line keys or available one touch calling keys MSG Message Reminder D Series E station users may leave messages on the alphanumeric displays ot other D Series E instruments indicating their station number and time of call attempt RECALL Press to terminate established call and reseize internal dial tone PICK Call Pick Up Group this feature allows a station user to intercept calls directed to another station PICK DIRECT Call Pick Up Direct allows a station user to intercept calls directed to another station FWD Call Forwarding All Calls this feature allows the station user to forward a split incoming call to an alternate answering position DSY AUTO While engaged in a voice conversation the Agent presses this key to display the status of a data connection If this key is pressed while not engaged in a data connection the agent sets the data terminal equipment to the Automatic Answer Mode DATA The Agent presses this key to set up a connection between the MI
26. lot by dialing the pilot number associated with the split the call is being transferred to Press TRANSFER key BT receive interrupted dial tone ame displey NOTE ACD calls transferred to a NON ACD transfer station will recall if the station is busy upon release 14 Flashes 3000 Steady Dial the destination Bem split via a pilot number Time display Press RELEASE key hang up announcements will be heard by the transferred party or wait for transfer ACD agent to answer TO WHILE ENGAGED IN AN ACD CALL Press BREAK BREAK PENDING key lamp lights steadily Time display Then changes to WATS 3 Time display Position in the Break mode upon completion of the conversation will be taken out of queue and no ACD calls will be routed to the position 15 FROM READY STATUS USING A NORMAL BREAK TYPE Press BREAK key ON BREAK lamp lights steadily Time display To RESET Upon completion BREAK OVER 15 00 of Break mode press BREAK key Time display Lamp lights steadily Then changes to Break mode is canceled READY and the LCD display E indicates time spent time on break in minutes and seconds NOTE Break mode can be set if any call is on hold Break Mode may be set reset when NON ACD LINE is actively engaged in a call Status returned to Ready Work mode NOTE Depending on the type of MIS system used
27. ntry The entered digits are displayed Time display Then changes to TALLY ENTERED Time display TALLY lamp extinguishes Data is registered in the MIS system 18 TO PLACE AN ASSISTANCE CALL AGENT IS ENGAGED IN AN ACD CALL ASSIST PARTS Time display The Agent hears ring back tone and the assist destination is rung normally a supervisor If no supervisor is available the call waiting indicator is provided to each supervisor until answered Depends on ACD programming Agent presses ASSIST key lamp lights steadily Agent may converse with supervisor ACD Call is held in automatic hold mode To cancel assistance call press the TRANSFER key the ACD will be recovered CALL CONFERENCE TRANSFER Upon completion of conversation press CONF key all three parties will be connected Either the Supervisor or the Agent may drop out of the call by pressing RELEASE key When the agent or supervisor disconnects from the assisted call the ASSIST lamp extinguishes and the display returns to the original status The remaining party may converse with the ACD caller If the assist feature is terminated to a busy supervisor ASSIST BUSY XXXX Time display To CANCEL Press TRANSFER key to return to the calling party the assistance call is canceled 19 MONITOR ME An agent can request to be monitored by specific agent or supervisor If the ASSIST key feature i
28. o EsrABLISH EXTERNAL DATA TRANSMISSION VIA MODEM POOLING This user guide is published to support Dte Series E ACD Terminal operation with ACD Release II IV NEAX2400 IMS and CallCenterWorX NEAX2000 IVS 31 32 32 33 34 36 36 37 38 38 39 40 41 42 42 43 44 44 46 DEDICATED FUNCTION KEYS AND LAMPS FUNCTION KEYS RELEASE Press this key to release an established ACD or NON ACD call WORK Used to set or reset Work mode HOLD Used to hold an ACD call ora NON ACD call presently in progress DIAL KEY PAD Provides access to NON ACD PBX dialed features and input of Tally Count data to the MIS system LOGON Press to LOGON or LOGOFF status BREAK When pressed by the ACD Agent the position is still Logged On but it is temporarily unavailable to receive ACD calls This key is used for lunch time and breaks etc TRANSFER Allows the console user to transfer established calls to another station agent or queue without attendant assistance CONF Allows simple access to establish a three way conference TALLY By pressing this key an Agent enters the tally count mode The Agent can register up to 22 digits by pressing the dial pad digit x x 1 9 and then for each different event ACD PROGRAMMABLE FEATURE KEYS AUTO MAN When pressed the associated lamp will light steadily indicating the Agent is in the Automatic Answer Mode and will automatically receive a new A
29. s dedicated to the MONITOR ME feature MONITOR JAMES Time display Press the ASSIST key The ASSIST lamp lights Either the supervisors name or the name of the supervisors split is displayed When the supervisor answers MONITOR XXXX Time display The ASSIST lamp flashes red at the ACD Agent The monitor lamp flashes red at the supervisor position To barge into the call the supervisor presses the MON key then 1 amp If the supervisor decides to join the call the agent and calling party will hear a warning tone TO PLACE AN EMERGENCY CALL AGENT CONSOLE IS ENGAGED IN AN ACD Agent presses EMERG EMER key lamp lights red steadily Time display Supervisor is MONITOR XXXX monitoring call between Agent and ACD caller Time display ASSOCIATED lamp will flash Conversation is simultaneously being recorded if equipment has been provided 20 To barge into the call the supervisor presses the MON key then 1 Press RELEASE key to transfer the call to supervisory position after the supervisor answers No dialing is necessary To cancel emergency request to ringing destination press the EMER key again To Busy DESTINATION If the request is routed to an individual supervisor s ACD or PBX line press the EMER key If the request is EMERG BUSY routed to a busy supervisor the agents LED is extinguished Time displ
30. y dialed number is now stored amp R key LED lights Receive Internal Call Press amp Number is stored in memory amp R LED lights 41 To VERIFY While idle press S amp key display indicates digits stored To REPEAT Lift handset Press NON ACD LINE key Press S amp key Die Series E will automatically redial the programmed number S amp R key automatically canceled LED goes out NOTE If Save and Repeat number is busy or no answer is received to save it again press S amp R key before going back on hook TO LEAVE A MESSAGE Lift handset Press NON ACD LINE key Receive dial tone Dial desired station number encounter a No Answer or Busy condition Press MSG key message is sent to called Diem Series E MSGSET 2000 Time display Recipient Station Called station MSG LED lights NOTE eUp to four messages can be stored in Di Series E memory If a fifth message is attempted ring back tone is heard MSG BUSY Time display 42 elf station is not MSG RST equipped to receive messages reorder Time display tone is heard TO ANSWER A MESSAGE To DISPLAY MSG LED LIT MSG 2000 12 28PM station is idle Time display Press MSG key display indicates time of message and station number leaving message Re press MSG key again to display additional messages in order rece
Download Pdf Manuals
Related Search