Elite ACD Plus for the ElectraElite®IPK
Complex Call Center Capability Made Simple
Softkeys Mean
s smaller businesses seek
Faster Access
When no agents are available, the
to appear larger and more
Softkeys are extra keys on the
system may be programmed to
professional, efficient call
A
Electra Elite IPK Multiline
overflow the call into another
processing becomes a top
Display phones that are used
ACD group, to any station in the
priority. Owners of key systems
to intuitively guide agents and
system, to any off-premise loca-
would make substantial
supervisors through the
tion using Centrex transfer or to
investments in over-configured
system's advanced functions
voice mail. Moreover, if callers
systems just to benefit from
and operations. Traditionally,
prefer, the system enables them
advanced "big business"
an access code had to be dialed
to transfer out of an ACD queue
Automated Call Distribution
or a feature key needed to be
during any greeting either to an
(ACD) features. This is not the
dedicated for each ACD
operator, or to any extension to
case with NEC. The Elite ACD
function. Softkeys simplify
leave a message within a voice
Plus for the Electra Elite IPK is
this functionality.
mail box.
an affordable in-skin interface
Statistics such as number of
card that enables both Electra
calls in queue once required
Always At Your Server
Elite and Electra Elite IPK
an external wallboard for
The ACD system consists of the
customers to cost effectively
employees to monitor. Now,
ACD interface card and a locally
implement complex call center
they can press a softkey on
provided PC to act as the ACD
application with a quick and
the phone to access this
server, which is set up and config-
simple upgrade.
information, including: ACD
ured to record activity to an
The Elite ACD Plus system
queue name (six characters),
external database. Programming
supports 4 ACD groups, 120 ACD
number of agents logged in,
the ACD is accomplished using the
Agent ID codes and 12
number of calls in queue (on
Elite ACD Plus administration soft-
supervisor IDs. Up to 40 agents
hold), and longest time a caller
ware. The monitor client may be
and 12 supervisors can log on
has been waiting in queue.
the server PC, a different PC or up
simultaneously - even from
to five PCs throughout the cus-
multiple ACD groups. A pilot
Intelligent Routing Helps
tomer's network. It is used to
number is assigned for each
You Deliver Intelligent
review real-time statistics and
ACD group. One way to direct
Customer Service
agent information, in addition to
calls to this pilot number is to
Elite ACD Plus routes calls based
generating reports. Produced in
use the built-in automated
on longest idle or preferred
graphic or text format, based on
attendant. For added flexibility,
agent, helping you improve indi-
user defined parameters, such
customers also have the option
vidual productivity. Preferred
reports include Agent Statistics,
of using their own automated
agent directs calls to agents in
Group Statistics and ACD
attendant system, DITor DID
preferential order, based upon an
Abandon Time.
trunks, or they can manually
agent's skill level (1-9). This capa-
transfer calls to the ACD. Two
bility helps ensure that priority
built-in delay announcements
customers connect with the
that hold messages per group
agents best suited to help them.
can be recorded and stored on
the ACD interface card.

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Elite ACD Plus for the Electra Elite IPK Complex Call Center Capability Made Simple
Call Center
Agent Softkeys
Accountability
CLEAR
Clears any digits that are entered.
With its impressive line-up of
OK
Signifies that dialed information is complete and sends information.
features, versatile reporting
YES
Answers yes to a question.
functions and easy-to-use
NO
Answers no to a question.
interface, the Elite ACD Plus for
LOUT
Log out of ACD.
the Electra Elite IPK can turn
BREAK
Telephone will not receive any ACD calls while in break mode.
your call center into a more
Non-ACD calls are not affected.
service-driven, productive and
BREAK-OFF
Ends break mode and resumes normal ACD operation.
profitable operation. It's like
WRAP
Telephone will not receive any ACD calls while in wrap mode.
having your own call center
Non-ACD calls not affected.
accountant right on your
WRAP-OFF
Ends the wrap-up mode and resumes normal ACD operation.
personal computer.
STATS
Displays queue statistics Longest Hold Call timer.
Indicates incoming ACD calls' longest hold time.
Supervisor Softkeys
AA
Access auto attendant messages
NUMBERS
Access numbers message
AA ERROR
Access auto attendant invalid selection message
PLAY
Listen to message
AA MSG
Access auto attendant greeting message
Q STATUS
Access queue status message
ACCEPT
Overwrite message with newly recorded message
QUE1
Queue 1
ACD
Access ACD messages
QUE2
Queue 2
ERROR
Access error message
QUE3
Queue 3
GREET
ACD greeting
QUE4
Queue 4
HOLD
Access hold message
RECORD
Record message
MORE
View more messages option
REDO
Returns to previous recording menu
MSG
Access message recording mode
REFRESH
Access refresh message
NIGHT
Access error message
STOP
End recording
©NEC America, Inc. 2/03
Corporate Networks Group
6555 N. State Hwy. 161, Irving, Texas 75039
Electra Elite is a registered trademark of NEC America, Inc.
All other trademarks are property of their respective owners.
System Requirements
Elite ACD Plus requires a Pentium 133 MHz or higher CPU,
with at least 10 MB available hard disk space, CD-ROM drive,
available serial port, Windows® NT, Windows 95/98 and at
To find out more about Elite ACD Plus and how NEC's
least 32 MB free RAM. Electra Elite IPK with one interface slot.
powerful and versatile technology platforms can work
Note: All specifications are subject to change without notice.
for you, visit our website at www.cng.nec.com
780305

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