NEC ESERIES User manual

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.

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.

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.

ASSIST

Feature activation provides immediate call

connection to a split supervisor’s line key for

assistance in handling a complaint or problem.

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.

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.

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.

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)

♦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)

VACANT

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