NEC ESERIES Manuel utilisateur
DTERM®
SERIES E
Agent Console
USER GUIDE
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
DEDICATEDFUNCTIONKEYSANDLAMPS 2
TOLOGONWHENID CODEISREQUIRED 7
TOLOGONWHENID CODEISNOTREQUIRED 8
TOLOGOFFWITHORWITHOUTID CODES 9
TOSETAUTOMATICANSWER 10
TOSETMANUALANSWER 11
TOANSWER/RELEASEANINCOMINGACD CALL 11
TOHOLDACALL 13
TOTRANSFERACALLTOSPLITQUEUE 14
TOSET/RESETBREAKMODE 15
WORKMODEDURINGACALL 17
TALLYCOUNT 18
TOPLACEANASSISTANCECALL 18
MONITORME19
TOPLACEANEMERGENCYCALL 20
TOREPORTTRUNKTROUBLE 21
TALLY-OHFEATURES 21
TOORIGINATEANOUTSIDECALL 27
TOORIGINATEANINTERNALCALL 27
TOORIGINATEACALLUSINGSPEEDCALLING 28
ACCOUNTCODE 29
FORCEDACCOUNTCODE 30
AUTHORIZATIONCODE 30
CONFERENCE 31
TOESTABLISHABROKERCALL 32
TOANSWERACAMPED-ONCALL 32
CALLWAITING– ORIGINATING 33
CALLPARK 34
CALLPICK-UP(GROUP)36
CALLPICK-UP(DIRECT)36
OUTGOINGTRUNKQUEUING 37
OFF-HOOKTRUNKQUEUING 38
LASTNUMBERREDIAL 38
CALLFORWARDING– ALLCALLS 39
CALLBACK 40
TOSAVEANDREPEATANUMBER 41
TOLEAVEAMESSAGE 42
TOANSWERAMESSAGE 42
DONOTDISTURB 43
PRIVACY 44
DATAFEATURES 44
TOESTABLISHEXTERNALDATATRANSMISSION
VIAMODEMPOOLING 46
This user guide is published to support Dterm Series E ACD Terminal
operation with ACD Release II, III, IV (NEAX2400 IMS) and
CallCenterWorX (NEAX2000 IVS).
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 or a 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.
2
ACD PROGRAMMABLE LINE/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 ACD 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.
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 Supervisors Line key
for silent monitoring.
ACD CALL
All 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.
3
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 longest waiting call.
FEATURE
Used to adjust LCD contrast, speaker/receiver,
volume, and ringer volume.
UP/ DOWN
◆LCD Contrast:
Press ▲or▼key while idle.
◆Speaker / Receiver 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,
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.
4
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 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 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.
5
SOFT KEYS
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 “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”. MUTE will flash and
Voice Path is eliminated to the handset, headset
or speaker.
6
3:17 PM Fri 28
Mic Headset
Exit Help
3:17 PM Fri 28
OHROff MUTE MIC HSET
Exit Help
2000
On Hook State
(Telephone is idle)
Off Hook State
(Telephone is in use)
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
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 programmed.
WORK MODE
(Time display)
SYS.SPLIT
(Time display)
CUST.
LARRYHELLO
(Time display)
7
♦The WORK key
must be pressed
before Agent can
begin taking calls.
The console is now
in 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:
SALESSPLIT
(Time display)
LARRYHELLO
(Time display)
(Time display)
VACANT
8
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