Nitsuko 124i/384i Software Manual

							Automatic Call Distribution (ACD)
Description
 124i Available. 384i Available.
- Basic ACD operation requires
EXCPRU version 2.18 or higher.
ACD is not available with Base
software.- Basic ACD operation requires
system software 3.04 or higher.
- ACD — The Next Generation
requires EXCPRU software 4.02 or
higher. The inDepth and inDepth+ is
not available.- ACD — The Next Generation requires
system software 3.07.18 or higher.
- For more information, refer to the
ACD Manual (P/N 92000ACD**).- For more information, refer to the
ACD Manual (P/N 92000ACD**).
Automatic Call Distribution (ACD) uniformly distributes calls among member agents of a programmed ACD Group.
When a call rings into an ACD Group, the system automatically routes the call to the agent that has been idle the long-
est. Automatic Call Distribution is much more sophisticated and comprehensive than Department Calling and other
group services — it can accurately judge the work load at each agent and distribute calls accordingly. 
The system allows up to eight ACD Groups and up to 144 ACD agents. You can put any agent in any group. In
addition, an agent can be in more than one group as long as only one of the groups is active at a time. This al-
lows, or example, a Technical Service representation to answer Customer Service calls at lunch time when many
of the Customer Service reps are unavailable.
The ACD Master Number is the extension number of the whole group. Calls directly ringing or transferred to
the ACD Master number enter the group and are routed accordingly. Although the master number can be any
valid extension number, you should choose a number that is out of the normal extension range.
Automatic Call Distribution operation is further enhanced by:
•ACD Call Queuing
When all agents in an ACD Group are unavailable, an incoming call will queue and cause the Queue
Status Display to occur on the ACD Group Supervisor’s display. The display helps the supervisor keep
track of the traffic load within their group. The Queue Status Displays shows:
- The number of calls queued for an available agent in the group.
- The trunk that has been waiting the longest, and how long it has been waiting.
For each ACD Group, you can set the following conditions:
- The number of trunks that can wait in queue before the Queue Status Display occurs.
- How often the time in queue portion of the display reoccurs (see the Queue Status Display Timing il-
lustration below).
- If the supervisor should hear a Queue Alarm whenever the time in queue portion reoccurs. This alarm
is a single beep tone that reminds the supervisor to check the condition of the queue.
•ACD Overflow (With Announcements)
ACD offers extensive overflow options for each ACD Group. For example, a caller ringing in when all
agents are unavailable can hear an initial announcement (called the 1st Announcement). This an-
nouncement can be a general greeting like, Thank you for calling. All of our agents are currently busy
helping other customers. Please stay on the line and we will help you shortly. If the caller continues to
wait, you can have them hear another announcement (called the 2nd Announcement) such as, Your
business is important to us. Your call will be automatically answered by the first available agent. Please
stay on the line. If all the ACD Group’s agents still are unavailable, the call can automatically overflow
to another ACD Group or the Voice Mail Automated Attendant.
Features A
Automatic Call Distribution (ACD)
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							Description (Cont’d)
You can assign an ACD Group with any combination of 1st Announcement, 2nd Announcement and over-
flow method. You can have, for example, a Technical Service group that plays only the 2nd An-
nouncement to callers and then immediately overflows to Voice Mail. At the same time, you can have a
Customer Service group that plays both announcements and does not overflow.
•Agent Log In and Log Out Services
An ACD Agent can log in and log out of their ACD Group. While logged in, the agent is available to re-
ceive ACD Group calls. When logged out, the agent is excluded from the group’s calls. The programma-
ble keys and alphanumeric display on an agent’s phone show at a glance when they are logged in or
logged out.
•Emergency Call
If an ACD Agent needs assistance with a caller, they can place an Emergency Call to their ACD Group
Supervisor. Once the supervisor answers the Emergency Call, they automatically monitor both the ACD
Agent and the caller. If the agent needs assistance, the supervisor can join in the conversation. Emer-
gency Call can be a big help to inexperienced ACD Agents that need technical advise or assistance with a
difficult caller. The supervisor can easily listen to the conversation and then jump in if the situation gets
out of hand.
•Enhanced DSS Operation
An ACD Supervisor (Group or System) can use their DSS Console to monitor the status of the ACD
Agents within a group. The DSS Console is an essential tool for supervisors. Once you assign a DSS
Console to a supervisor, the 10 function keys in the last row become ACD Group select buttons (see the
illustration below). When the supervisor presses a button for an ACD Group, the console key flash rates
tell the supervisor at a glance which of the group’s agents are:
- Logged onto the group (i.e., in service)
- Logged out of the group (i.e., out of service)
- Busy on a call
- Placing an Emergency Call to the supervisor
- Not available or installed
The ACD Supervisor can also use their console for placing and transferring calls — just like any other
extension user.
•Flexible Time Schedules
An ACD Work Schedule lets you divide a day into segments (called Work Periods) for scheduling the ac-
tivity in your ACD Groups. You can set up four distinct Work Schedules, with up to eight Work Periods
in each Work Schedule. Each day of the week has one Work Schedule, but different days can share the
same schedule. For example, your Monday through Friday Work Schedule could consist of only two
Work Periods. Work Period 1 could be from 8:00 AM to 5:00 PM — when your business is open. Work
Period 2 could be from 5:00 PM to 8:00 AM — which covers those times when your business is closed.
•Headset Operation (With Automatic Answer)
An ACD Agent or ACD Group Supervisor can utilize a customer-provided headset in place of the hand-
set. The headset conveniently frees up the user’s hands for other work and provides privacy while on the
call. In addition, an ACD Agent with a headset can have Automatic Answer. This allows an agent busy on
a call to automatically connect to the next waiting call when they hang up.
•Incoming Call Routing
Incoming trunk calls can automatically route to specific ACD Groups. These types of calls ring directly
into the ACD Group without being transferred by a co-worker or the Automated Attendant.
Features A
Automatic Call Distribution (ACD)
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							Description (Cont’d)
•Rest Mode
Rest Mode temporarily logs-out an ACD agent’s phone. There are two types of Rest Mode:
-Manual Rest Mode
An ACD Agent can enable Manual Rest Mode anytime they want to temporarily log out of the ACD
Group. They might want to do this if they go to a meeting or get called away from their work area.
While logged out, calls to the ACD Group will not ring the agent’s phone.
-Automatic Rest Mode
When an ACD Group has Automatic Rest Mode, the system will automatically put an agent’s phone in
Rest Mode if it is not answered. This ensures callers won’t have to wait while ACD rings an extension
that won’t be answered. For keysets, the system enables Automatic Rest Mode for all phones with
Rest Mode keys. For SLTs, you must set an option in programming to enable Automatic Rest Mode.
•Supervisor, ACD Group
You can designate an extension in an ACD Group to be the group’s supervisor. Once assigned as an ACD
Group Supervisor, the user can:
- Take the entire ACD Group out of service.
- Check the log out status of each agent after the group taken down.
- Restore the ACD Group to service.
During programming, you can choose one of three modes of operation for each ACD Group supervisor:
- Supervisor’s extension cannot receive calls to the ACD Group.
- Supervisor’s extension can only receive ACD Group calls during overflow conditions.
- Supervisor’s extension receives calls just like any other ACD Group agent (mode 2).
An ACD Group can have only one supervisor. In addition, an extension can be a supervisor for
only one ACD Group.
•Supervisor, ACD System
You can designate an extension as an ACD System Supervisor. Once assigned as an ACD System Super-
visor, the user can:
- Take the all the system’s ACD Groups out of service simultaneously.
- Check the log out status of each agent after the groups are taken down.
- Restore all the ACD Groups to service simultaneously.
The system can have only one ACD System Supervisor.
•Traffic Management Reports
The system provides comprehensive Traffic Management (TMS) Reports that help when analyzing ACD
traffic, system usage and calling patterns. Refer to the Traffic Management feature for more information.
The TMS report is in five sections:
- Trunk Calls Sorted by Extension
- Trunk Calls Sorted by Trunk
- ACD Calls Sorted by Agent
- ACD Calls Sorted by ACD Group
- All Trunks Busy Report
Features A
Automatic Call Distribution (ACD)
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							Description (Cont’d)
•Wo r k  T i m e
Work Time temporarily busies-out an ACD agent’s phone so they can work at their desk uninterrupted.
This gives the agent time to fill out important logs and records as soon as they are finished with their call.
There are two types of Work Time:
-Manual Work Time
An ACD Agent can enable Manual Work Time any time they need to work at their desk undisturbed.
You might prefer this Work Time mode if an agent only occasionally has to fill out follow-up paper
work after they complete their call. When the agent is through catching up with their work, they manu-
ally return themselves to the ACD Group.
-Automatic Work Time
The system implements Automatic Work Time for the agent as soon as they hang up their current call. This
is helpful in applications (such as Tech Service groups) where follow-up paperwork is a requirement for
every call. When the agent is done with their work, they manually return themselves to the ACD Group.
•ACD — The Next Generation
The second generation of ACD provides a host of new call management productivity tolls:
-ACD Group Call Coverage Keys
To help cover calls during peak periods, a keyset can have Call Coverage keys for ACD Groups. When a
call rings into a covered ACD Group, it rings the appropriate ACD Group Call Coverage key. The key can
ring immediately, after a delay or just flash. The Call Coverage key also facilitates one-button Transfer for
an ACD Group. The covering extension does not have to be a member of the ACD Group.
-Hotline Key Shows Agent Status
An extension’s Hotline keys provide the normal Busy Lamp Field (BLF) for co-workers and a
unique BLF for ACD Agents. Similary to the supervisor’s DSS Console BLF, the unique BLF shows
when the covered agent is in service, out of service or busy on a call. This enhanced BLF gives a de-
partment manager, for example, ACD Group monitoring capabilities without having to become a su-
pervisor with a DSS Console.
-Enhanced Supervisor Options
An ACD supervisor can individually assign extensions to ACD Groups, and set an agent’s status once as-
signed. This provides the supervisor with tremendous flexibility to reassign agetns as work loads vary.
-Queue Status Display with Scrolling
To aid in keeping track of call volumes, a display keyset user can view any ACD Group’s Queue
Status Display by pressing a uniquely programmed Programmable Function Key. The user can the
press VOL 

 and VOL 
 to scroll through all the system’s ACD Group queues. The display keyset
does not have to be an ACD Agent or supervisor.
-Overflow Announcements from Voice Mail
The NVM-Series Voice Mail system can provide the ACD overflow announcements in systems that do
not have a Voice Announce Unit installed. When a caller queues for an available agent, designated
Voice Mail ACD Announcement Mailboxes provide the overflow messages.
-Escape from Queue with NVM-Series
Escape From Queue uses NVM-Series Call Routing Mailboxes for announcement messages to pro-
vide callers with enhanced options while in queue. After listening to this type of announcement, they
can either wait in queue or dial a digit for an alternate destination. The destination is typically the op-
erator, a mailbox or an extension.
Features A
Automatic Call Distribution (ACD)
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							Description (Cont’d)
•ACD — The Next Generation (Cont’d)
-Programmable Wrap-up Timer
When an agent finishes their call, the system automatically starts a wrap-up timer and blocks any ACD
calls to the agent. This gives them time to complete important logs and records before a new call comes in.
When the timer expires, the system returns the agent to the ACD Group to handle new callers.
-InDepth and inDepth+
(384i only)
InDepth and inDepth+ are Windows-based Management Information Systems that work with the sys-
tem’s built-in ACD. These ACD/MIS systems enhance the 384i with real time statistics and reports on
ACD Group traffic patterns and usage. Refer to the inDepth and inDepth+ feature on page 324 for
more.
For more information on Automatic Call Distribution, refer to the ACD Manual (P/N 92000ACD**).
Conditions
Refer to the ACD Manual (P/N 92000ACD**).
Default Setting
Refer to the ACD Manual (P/N 92000ACD**).
Programming
Refer to the ACD Manual (P/N 92000ACD**).
Programming (Cont’d)
Refer to the ACD Manual (P/N 92000ACD**).
Related Features
Refer to the ACD Manual (P/N 92000ACD**).
Operation
Refer to the ACD Manual (P/N 92000ACD**).
Features A
Automatic Call Distribution (ACD)
92000SWG08   Issue 1-0FEATURES   95 
						

							Automatic Route Selection
Description
 124i Available. 384i Available.
- Changing the tone detection setup
and trunk access code requires Base
2.13, EXCPRU 2.18 or higher.- Changing the tone detection setup
and trunk access code requires
system software 3.04 or higher.
- Dial Treatments can contain # and *
characters in Base 2.13, EXCPRU
2.18 or higher.- Dial Treatments can contain # and *
characters in system software
3.06.02 and higher.
Automatic Route Selection (ARS) provides call routing and call restriction based on the digits a user dials.  ARS
gives the system the most cost-effective use of the connected long distance carriers.
ARS is an on-line call routing program that you can customize (like other system options) from a display tele-
phone.  ARS accommodates over 14,000 theoretical call routing choices - without a custom-ordered rate struc-
ture database.  With ARS, you can modify the system’s routing choices quickly and easily. This is often
necessary in today’s telecommunications world where the cost structure and service choices frequently change.
ARS Feature Summary
ARS provides:
•Call Routing
ARS can apply 3-digit (area code) or 6-digit (area code and local exchange) analysis to every number di-
aled.  For programming, ARS provides separate 3-digit and 6-digit tables. Each table can have as many
numbers as the installation requires.
•Dialing Translation (Special Dialing Instructions)
ARS can automatically execute stored dialing instructions (called Dial Treatments) when it chooses a
route for a call. The system allows up to 15 Dial Treatments.  The Dial Treatments can:
- Automatically insert or delete a leading 1
- Insert or delete an area code (NPA)
- Add digits (such as a dial-up OCC number), pauses and waits to the dialing
sequence
- Require the user to enter an authorization code when placing a call (see Forced
Authorization Code below)
•Time of Day Selection 
For  routing purposes, ARS provides eight different time of day selections (called Rate Periods).  You can
assign these Rate Periods to any time of day (in 1/2 hour intervals) or day of week (Monday-Friday, Sat-
urday, Sunday or Holiday).
•Hierarchical Class of Service Control
ARS allows or denies call route choices based on an extension’s ARS1 Class of Service.  This allows
lower Classes of Service (e.g., 1) to access routes unavailable to higher Classes of Service (e.g., 27). The
system provides up to 28 (0-27) ARS Classes of Service.
•Forced Authorization Code
The Dial Treatment for designated routes may require the user to enter an ARS Authorization Code be-
fore ARS allows routing.  This code is verifiable and is enforced by an extension’s ARS Class of Service.
Each extension can have its own unique ARS Authorization Code.
Features A
Automatic Route Selection
96   FEATURES92000SWG08  Issue 1-0
1
Use Program 2110 to set an extension’s ARS Class of Service. An extension’s Class of Service (set in Programs 0406 and
1005) has no affect on ARS routing choices. 
						

							Description (Cont’d)
•Separate Routing for Selected Call Types
To provide unique control, you can program separate routing instructions for:
- Operator assisted (0 +) calls
- International (011) calls
- Directory assistance (411, 1411 and 555) calls
- Emergency (911) calls
•Separate Routing for Equal Access (10XXX) Calls
Choose different routing for directly-dialed (10XXX + 1) and operator-assisted (10XXX + 0) Equal Ac-
cess calls.
1
•Separate Routing for 976 Calls
Restriction for 976 calls is hierarchical according to an extension’s ARS Class of Service.
Basic ARS Operation
When a user places an outside call, ARS analyzes the digits dialed and assigns one of 64 Selection Numbers to
the call.  The Selection Number chosen depends on which digits the user dialed. ARS then checks the time of
day, the day of week and the extension’s ARS Class of Service.  Based on these call routing options, ARS selects
a trunk group for the call and imposes the Dial Treatment instructions (if any).
Conditions
(A.) Do not use ARS behind a Centrex/PBX.
(B.) ARS is intended for areas that use the North American Number Plan (NANP).
Default Setting
•ARS is not programmed.
Features A
Automatic Route Selection
92000SWG08   Issue 1-0FEATURES   97
1
This equipment is capable of providing user’s access to interstate providers of operator services through the use of Equal
Access codes.  Modifications by aggregators to alter these capabilities may be a violation of the Telephone Operator
Consumer Services improvement act of 1990 and Part 68 of the FCC Rules.  
						

							Programming
Yes No
In 2109, assign Authorization
Codes to extensions.
Do any Dial Treatments
require ARS Authorization
Codes?
No YesYesNo NoYes YesNo YesNo
Continued on
next page.
In 2104, enter 0.In 2104, enter 1.
Is system in a conflict
area (i.e., area code
must be preceded by
1)?
StartStopIn 0401 Item 21, enter
0 to disable ARS.
In 0401 Item 21, enter 1 to
enable ARS.
Should the
system use
ARS?
In 2106, define the new Rate
Periods (eight max.). Youll assign Dial Treatments to
trunk groups later on.
In 2107, program a different Dial
Treatment for each carrier with
special requirements.Do your carriers
require Dialing
Translation?
Are your Rate Periods the
same as the default Rate
Periods?The trunk groups are also your ARS
Service Numbers.
In 0905, assign trunks of the same carrier
type to the same trunk group.Are your carriers
organized into
separate trunk
groups?
Features A
Automatic Route Selection
98   FEATURES92000SWG08  Issue 1-0 
						

							Programming (Cont’d)
Make additional copies of
the worksheet as needed.
In 2110, assign ARS Class
of Service to extensions. No Yes
Continued
on the
following
page.
Enter the Call Route
Options Worksheet data
into program 2101.
For each COS on the worksheet,
enter the Service Number (trunk
group) that the Selection Number
should use for the Rate Period
you are programming.
Enter the range of Rate
Periods on the Call Route
Options Worksheet.For each Selection Number, make
copies of the Call Route Options
worksheet for each Rate Period.Does routing
change during
different times of
the day? For example:
NNX+nnnn calls use number 1.
1+NNX+nnnn calls use number 2.
1+NPA+NNX+nnnn calls use number 3.
On each Call Route
Options Worksheet,
assign a Selection
Number to each unique
type of call.
Continued
from
previous
page.
Features A
Automatic Route Selection
92000SWG08   Issue 1-0FEATURES   99 
						

							Programming (Cont’d)
Stop
Continued
from
previous
page.Should system have
3-digit (NPA or NNX)
routing?In 2103, define the 3-digit
routing table. Enter 0 for
codes 0-199. Selection Number 0 always routes to Trunk Group 1.
Should system have
6-digit (NPA+NNX)
routing?In 2102, define the 6-
digit routing table.
Should the system have
separate routing for 0+,
011, directory assistance
and 911 calls?Assign special
routing in 2108.
Should the system
have separate routing
for Equal Access calls?Assign Equal Access
routing in 2111.
(384i Only) In 0116, change
the Tone Detection Setup
options, if required.
(384i Only) Do you
want users to dial
9 to access ARS?In 0510, specify the Primary
Trunk Access Code for each
Tenant Group.
If a user dials a call that is
not programmed in ARS,
should the system route
the call to Trunk Group1 or
play error tone?
In 0402:7, enter 1.In 0402:7, enter 0.Error
toneTrunk
Group 1
After ARS seizes a trunk,
does the system wait an
adequate time before
outdialing the call?Change 0405:50 as
required. The default
is 3 seconds.No
Yes
Yes
No
No
Yes
Yes
No
Yes
No
No
Yes
Normally, most calls use 3-digit
(1+NPA or 1+NNX) routing.
Without 3-digit routing, calls use
the 6-digit table, separate routing
or Trunk Group 1.
Normally, use 6-digit
(NPA+NNX) routing for
special cases.
Features A
Automatic Route Selection
100   FEATURES92000SWG08  Issue 1-0