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NDA-24282 CHAPTER 2
Page 5
Revision 1.0
GENERAL INFORMATION
2.2 FUNCTIONAL OUTLINE
Presently, telephone reception services are provided to a wide variety of businesses including mail orders and
travel reservations. However, as the number of customers increase, these services are often subjected to com-
plaints such as telephone calls not answered for long periods of time, or the telephones being busy.
The agent positions receiving these calls also have problems which make their operators busy, such as calls be-
ing concentrated on specific positions.
To solve the problems of customers and telephone operators, the CallCenterWorX-Enterprise (ACD) system
provides a range of service features. The addition of the Management Information System (MIS) to the ACD
system saves excessive personnel expenses and communications costs based on calculations of the optimum
number of operators and trunks.
The NEAX2400 CallCenterWorX-Enterprise (ACD) System can connect large amount of incoming calls auto-
matically to the groups composed of ACD agent positions. These calls are processed in the order of their arrival,
and distributed evenly among the ACD agent positions.
When all agent positions handling incoming calls are busy or their splits have already finished the service, the
ACD can transmit various announcements to the calling customers.
The supervisor is able to supervise the agent positions. The supervisor can monitor the performance of each
agent and change the system administration style to optimize the personnel arrangement.