NEC IPS 2000 Call Center 1

[tbsko]

We have a NEC IPS 2000 with a separate call center worx ACD server package. Do each of my 10 agents that log onto the ACD have to have very unique phones? Well what I mean, is that my vendor told me that they have to have a separate ACD line on there phone that would only allow incoming ACD calls to come through on.. Not to mention, when you just want to pickup the phone and place an outgoing call, you have to select the phones extension. It will not automatically pickup the extension when you lift the handset (might there be a way around this?).

Is there not a way in which when a ACD agent logs onto any phone on the PBX, it would allow the incoming ACD calls to just ring to the extension of the phone that they ACD user is currently logged in on?

I have had this setup on both a Nortel and Cortelco system and this seams so weird the way we have it set up right now.

Any help or suggestions would be greatly appreciated..

Thanks

 

[grh959]

You would have to program the phones to be ACD positions for agents to log on. Your vendor is partially right. They do make an ACD set but a normal DTerm would work just as well. You are also restricted by licensing. Ask your vendor how many positions are available on your CCWorx System. Usually on something as small as this it is 25 positions.

Your best solution would be to have the vendor program up as many as the system can offer and then let your agents log on where there is a position.

The NEC ACD uses OAI keys that are programmed in key data. Yes, your vendor is right about the ACD line as it is connected to a MONITORED number and the ACD controls that line. This is for call stats.

The ACD line has off hook supression on it. This way someone cannot generate a call on an ACD line as it is for inbound purposes.

Gary

http://www.gcti.com/contact.asp

 

[tbsko]

In regard to the ACD line supression... Is there a way to at least have the dterm dtr-16d phone automatically select the ext line that is programmed on the phone so that it automatically selects the line. It is very annoying to have to select the line each time you pick the handset up..

Thanks again for any help..

 

[grh959]

Yes, in command 9001 set this data to a 1

Gary

http://www.gcti.com/contact.asp

 

[dontworx]

You have to go to command 93 and set it back to the primary extension, but nec considers this illegal operation. It may fill up the error log. Keep an eye on it. It will work though.

 

[tbsko]

Is NEC this difficult on most issues? On both of our previous systems, it was never this hard. Is the IPK system better?

 

[grh959]

The IPK is extremely flexible. It is a hybrid key system / pbx. It will do many things most key systems won't do.

Gary

http://www.gcti.com/contact.asp

 

[pave35]

You have to compare apples to apples.
The IPK is a small key system with less than half the horsepower.
As for the prime selection when going off hook on the ACD line it is a little annoying but a limitation of the system.
Still I would take the NEC over the Nortel anyday in that the NEC will let you configure the system to do almost anything (except the prime select on off hook on an ACD position)with more keys, smaller and far more reliable hardware. I was always frustrated with Nortel in that you had to do it their way or get another system. So we did and after working on and using the NEC we have never looked back.
Not to memtion the price difference between the 2 systems.
And if you ever get into IP the NEC voice quality over IP is far better than CISCO or Nortel and again a lot cheaper.
The NEC is by far the most difficult system to program but that is due to the immense amount of options it has allowing its amazing (some times too much) flexibility.