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WORK MODE DURING
A CALL

T

O

S

ET

W

ORK

M

ODE

D

URING A

C

ALL

♦

While engaged in an ACD call, press

WORK

key, WORK lamp lights steadily.

♦

Displays Work Pending.

♦

Press

RELEASE

key

or go on hook to
terminate ACD call.

Then changes to:

♦

Work lamp

light steady red.

(Time display)

(Time display)

WORK MODE

(Time display)

WORK PENDING

♦

No further ACD calls will be received.

♦

Upon completion

of Work, press

WORK

key, lamp

extinguishes.

♦

Work mode is canceled, status returns to

Ready, ACD calls will be received.

READY

(Time display)

17

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Summary of Contents for ESERIES

Page 1: ...DTERM SERIES E AgentConsole USERGUIDE ...

Page 2: ...R 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 ...

Page 3: ...O ORIGINATE AN INTERNAL CALL 27 TO ORIGINATE A CALL USING SPEED CALLING 28 ACCOUNT CODE 29 FORCED ACCOUNT CODE 30 AUTHORIZATION CODE 30 CONFERENCE 31 TO ESTABLISH A BROKER CALL 32 TO ANSWER A CAMPED ON CALL 32 CALL WAITING ORIGINATING 33 CALL PARK 34 CALL PICK UP GROUP 36 CALL PICK UP DIRECT 36 OUTGOING TRUNK QUEUING 37 OFF HOOK TRUNK QUEUING 38 LAST NUMBER REDIAL 38 CALL FORWARDING ALL CALLS 39 C...

Page 4: ... 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 k...

Page 5: ... manually answered by pressing the ACD call key MONITOR 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 Supervi...

Page 6: ... Volume Press or key during conversation Ringer Volume Press or 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 Dterm Series E station users may leave messages on the alphanumeric displays of other Dterm Series E instruments indicat...

Page 7: ...swer Mode DATA The Agent presses this key to set up a connection between the MIS 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 ca...

Page 8: ...ok or press Speaker Key then press Soft Key below OHROFF to disable ringing on secondary and trunk line appearances on this telephone while in use OHR ON Off Hook 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 MUT...

Page 9: ...lamp is dark Press LOGON key LOGON key flashes LOGON Time display ID VACANT 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 following modes 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 progr...

Page 10: ... Ready status Time display READY TO LOG ON WHEN ID CODE IS NOT REQUIRED From VACANT Status LOGON lamp is dark Press LOGON key LOGON lamp is lit steadily display indicates the greeting Then reviews the following modes SALES SPLIT Time display LARRY HELLO Time display Time display VACANT 8 ...

Page 11: ...play READY WORK MODE Time display AUTO ANSWER Time display TO LOG OFF WITH OR WITHOUT ID CODES FROM BREAK MODE WORK MODE OR READY STATUS Press LOGON key lamp is dark Several displays will cycle on the display for 4 seconds each ending with farewell greeting NOTE Name will only be displayed if LOGON ID codes are used During LOGOFF ACD calls cannot be received The time since LOGON in hours minutes a...

Page 12: ...EAK Time display 2 07 41 T WORK Time display 1 30 9 AVG TALK Time display 138 ACD CALLS Time display TO SET 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 Lamp lights steadily Incoming ACD calls are...

Page 13: ...dy Status 3 15 39 Time display WATS No Time Type MANUAL ANSWER Time display TO ANSWER RELEASE AN INCOMING ACD CALL FROM THE MANUAL ANSWER STATUS Incoming ACD call associated lamp flashes red Display alternates between who is calling name ACD Agent number trunk etc and time in queue in minutes and seconds Press ACD CALL key or go off hook on the ACD line lamp is steadily lit green 0 02 TIME IN Time...

Page 14: ...tion FROM AUTOMATIC ANSWER STATUS Incoming ACD call hear zip tone lamp lights green name displayed 0 04 TIME IN Time display Q 15 39 Time display SERVICE Time display READY 15 39 Time display SERVICE Zip tone is heard before call is connected to the agent Upon completion of call press RELEASE key Position is returned to Ready Status agent position is available for the next call in queue 15 39 Time...

Page 15: ...TO RETRIEVE Lift Handset Press ACD key Upon call completion press RELEASE key Time display READY 3 1 09 Time display WATS TRK No Route 3 HLD Time display WATS 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 ...

Page 16: ... number associated with the split the call is being transferred to Press TRANSFER key receive interrupted dial tone NOTE ACD calls transferred to a NON ACD transfer station will recall if the station is busy upon release XFR Time display Dial the destination split via a pilot number Press RELEASE key hang up announcements will be heard by the transferred party or wait for transfer ACD agent to ans...

Page 17: ...EAK PENDING FROM READY STATUS USING A NORMAL BREAK TYPE Press BREAK key lamp lights steadily TO RESET Upon completion of Break mode press BREAK key Lamp lights steadily Then changes to Break mode is canceled and the LCD display indicates time spent 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 ...

Page 18: ... BREAK key lamp lights steadily The agent then inputs x via the key pad one digit x x1 9 then presses the key Then changes to ON BREAK Time display BREAK TYPE X Time display BREAK TYPE Time display BREAK TYPE Time display 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 16 ...

Page 19: ...ress RELEASE key or go on hook to terminate ACD call Then changes to Work lamp light steady red Time display Time display WORK MODE Time display WORK PENDING No further ACD calls will be received Upon completion of Work press WORK key lamp extinguishes Work mode is canceled status returns to Ready ACD calls will be received READY Time display 17 ...

Page 20: ...ay TALLY NUMBER Time display TO PLACE AN ASSISTANCE CALL AGENT IS ENGAGED IN AN ACD CALL Agent presses ASSIST key lamp lights steadily 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 may converse with supervisor ACD Call is ...

Page 21: ... TO CANCEL Press TRANSFER key to return to the calling party the assistance call is canceled XXXX ASSIST BUSY Time display MONITOR ME An agent can request to be monitored by a specific agent or supervisor If the ASSIST key feature is dedicated to the MONITOR ME feature Press the ASSIST key The ASSIST lamp lights Either the supervisor s name or the name of the supervisor s split is displayed When t...

Page 22: ...ided MONITOR Time display XXXX SUPVR EMERG Time display 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 l...

Page 23: ...press TRK TRBL key once only When changes to after 4 seconds Trouble report is automatically reported to MIS subsystems and Maintenance Administration Terminal 3 Time display WATS 5 22 TROUBLE REPORTED Time display 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 disp...

Page 24: ...seconds T BREAK 0 10 00 hours minutes seconds 001 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 10 002 Displays the time waited by t...

Page 25: ...ress 003 SAMPLE DISPLAY SERVICE 26 004 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 the 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 6 005...

Page 26: ...lid from Work mode and the timer will be disabled only until the agent leaves Work mode To invoke press 007 SAMPLE DISPLAY TIMEOUT DISABLED 008 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 22 009 Clear permanent display such as READY ON BREAK or VACANT 021 Setup Connection Displays see CONNECTION DISPLAYS C 199 se...

Page 27: ... split s name will be shown for approximately 3 seconds 027 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 ass...

Page 28: ...e Leading O Code Meaning 029 Forces the agent to log off at the current position This request is for emergency use only There is no display associated with this request To invoke press 029 Emergency use only notify NECAM of any lockups ...

Page 29: ...r headset Press NON ACD LINE key Receive dial tone Dial the Central Office Access Code e g 9 Dial desired telephone number Use handset to converse 3 15 39 WATS TRK No Elapsed Time TRK Type Date Time Day 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 ...

Page 30: ...med NOTE 1 To program a hookswitch for transfer or feature activation press RELEASE key as first digit 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 sto...

Page 31: ... 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 sy...

Page 32: ...ed number Service Set tone is optional depending upon system programming 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...

Page 33: ...r Authorization Code or call will be denied CONFERENCE 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 If one party hangs up other two remain connected CONF LED goes out CNF Time display ...

Page 34: ...en calls NOTE Display will indicate connected station or trunk at any given time 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...

Page 35: ...witch for transfer or feature activation press RELEASE key as first digit will be displayed on LCD TO ACTIVATE CALL WAITING ORIGINATING Dial desired station number receive busy tone Press CALL WAITING key Receive special ring back tone Call Waiting tone will be sent to busy station OR Lift handset Dial Call Waiting access code receive dial tone Dial busy station 2000 CW SET Time display CW Time di...

Page 36: ...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 2000 CW SET Calling Station Number Time display 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 Pre...

Page 37: ...ss one touch key or Dial Call Park local retrieval code Station user is connected to parked call 2 10 01 WATS Elapsed Time Time display WATS 2 PARK SET Parked Station or Trunk Time display TO RETRIEVE A PARKED CALL FROM A REMOTE STATION Dial Call Park remote retrieval code and the station number against which the call was parked Station user is connected to parked call 3 0 01 WATS 200 is the stati...

Page 38: ...N ACD LINE key press TRANSFER key and dial Call Pick Up Access Code The original party will be placed on hold WATS 3 PCK 2000 Calling Station Called Station Time display CALL PICK UP DIRECT TO PROGRAM PICK DIRECT KEY ON ONE TOUCH SPEED KEY Press FEATURE key Press ONE TOUCH SPEED key Dial Direct Call Pick Up Access Code Re press FEATURE key again A STATION WITHIN THE SYSTEM RINGS Lift handset recei...

Page 39: ... 3 PCK 2000 Calling Station Called Station Time display OUTGOING TRUNK QUEUING If trunk Busy Receive TRUNK BUSY indication press CALL BACK key 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 progra...

Page 40: ...ker on The desired number will automatically be dialed when a trunk becomes available LAST NUMBER REDIAL TO RECALL THE LAST TELEPHONE NUMBER DIALED Lift handset Press NON ACD LINE key Receive dial tone Press REDIAL key outside or internal stationisautomatically redialed when party has answered lift handset to converse To display last number dialed While on hook press REDIAL key Display indicates d...

Page 41: ...D lights at your station or at the Dterm of the subline station you are setting Return to onhook condition call forwarding all calls is set FWD 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 Press LINE key Call forward all calls canceled Service Set tone is op...

Page 42: ... station would then be ringing 2000 CB Called Party Time display CB SET Time display 2000 Lift handset then called party s phone rings 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...

Page 43: ... R Number is stored in memory S R LED lights TO VERIFY While idle press S R key display indicates digits stored TO REPEAT Lift handset Press NON ACD LINE key Press S R key Dterm Series E will automatically redial the programmed number S 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 R key before going back on hook ...

Page 44: ...erm Series E memory If a fifth message is attempted ring back tone is heard MSG BUSY Time display MSG SET 2000 Recipient Station Time display If station is not equipped to receive messages reorder tone is heard TO ANSWER A MESSAGE TO DISPLAY MSG LED LIT station is idle Press MSG key display indicates time of message and station number leaving message Re press MSG key again to display additional me...

Page 45: ...hile 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 MSG CNCL Time display DO NOT DISTURB WHILE IDLE ON HOOK Press DND key LED lights TO CANCEL Press DND key LED goes out DND key must be programmed by the PBX ...

Page 46: ...celed PRV CNCL Time display PRV SET Time display DATA FEATURES TO ACTIVATE SIMULTANEOUS VOICE DATA TRANSMISSION To send data to the same station already involved in voice conversation originating station presses DTX key Receiving station presses DATA key Data connection is established Voice conversation can be terminated by either station without affecting data connection XXXX RDY Time display D D...

Page 47: ...ing station is programmed for Auto Answer disregard this step XXXX RLS Time display D DTE XXXX RLS Time display D DTE DATA connection is established while voice conversation continues Voice conversation can be disconnected without affecting DATA connection To disconnect from DATA connection either station can press DATA key at any time TO SEND DATA TO AN INTERNAL STATION WHEN NO VOICE COMMUNICATIO...

Page 48: ...NAL 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 Originating station s DTX lamp lights and Service Set tone is heard replace handset Called data terminal answers DAT...

Page 49: ...TA key to answer 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 XXXX RDY Time display YYY D XXXX D Time display 47 ...

Page 50: ...48 NOTES ...

Page 51: ...R UP DOWN Volume Contrast BREAK Enter Exit Break Mode WORK PROGRAMMABLE KEYS One Touch Speed Dial Feature Keys Programmable by user PROGRAMMABLE KEYS Flexible Line Feature Keys Programmable by telephone system administrator Call Indicator Lamp LCD SOFT KEYS 4 HELP EXIT ...

Page 52: ...For more information contact NEC America Inc CNG 1555 Walnut Hill Lane Irving Texas 75038 3796 1 800 TEAM NEC NEAX and Dterm are registered trademarks of NEC Corporation 590301 590301 7 98 ...

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