NEC CallCenterWorX-Enterprise ACD System User Guide

NDA-24282

ISSUE 1

STOCK # 200874

®

CallCenterWorX-Enterprise

ACD System Manual

SEPTEMBER, 2000

NEC America, Inc.

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.

NEAX and D

term

are registered trademarks of NEC Corporation.

CAUTION: The use of a monitoring, recording or listening device
to eavesdrop, monitor, retrieve or record telephone conversations
or other sound activities, whether or not contemporaneous with its
transmission, may be illegal in certain circumstances under federal
or state laws. Legal advice should be sought prior to implementing
any practice that monitors or records any telephone conversation.
Some federal and state laws require some form of notification to all
parties to the telephone con versation, such as using a beep tone
or other notification methods or require the consent of all parties to
the telephone conversation, prior to monitoring or recording a tele­phone conversation. Some of these laws incorporate strict penal­ties.

Copyright 2000

NEC America, Inc.

Printed in USA

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NDA-24282

ISSUE 1

SEPTEMBER, 2000

NEAX2400 IMX

CallCenterWorX-Enterprise

ACD System Manual

TABLE OF CONTENTS

Page

LIST OF FIGURES. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .vii

LIST OF TABLES. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ix

Chapter 1 Introduction. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1

1. General . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1

1.1 Configuration of this Manual . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1

1.2 Related Reference Manuals . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2

1.3 Precaution on Using the ACD Features. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2

Chapter 2 General Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3

1. General . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3

1.1 System Specifications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3

1.2 Glossary of Terms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3

2. System Specifications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4

2.1 General . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4

2.2 Functional Outline . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5

2.3 System Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6

2.3.1 System Capacity . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

2.4 MIS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10

2.5 Interface Between ACD and MIS. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10

2.6 Equipment Related to ACD System. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10

2.6.1 Agent Position . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10

2.6.2 Supervisory Position . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13

3. Glossary of Terms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14

Chapter 3 Installation. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19

1. General . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19

2. Precautions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19

2.1 Essential/Critical Information. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19

3. Installation Procedures. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21

3.1 Peripheral Equipment Installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21

NAP-200-101 Installation of ACD Agent Position . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22

NAP-200-102 Installation of ACD Supervisory Position . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25

NAP-200-103 Installation of MIS. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28

NAP-200-104 Installation of Emergency Recorder . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29

NAP-200-105 Installation of Announcement Machine . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30

NDA-24282 TABLE OF CONTENTS

Page i

Revision 1.0

TABLE OF CONTENTS (CONTINUED)

Page

NAP-200-106 Installation of IVR/Host. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31

4. System Start-Up Procedure for Adding ACD Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34

4.1 ACD Software Installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34

4.2 Basic Data Assignment for Start-Up . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36

5. Upgrading ACD System from NEAX2400 ICS to NEAX2400 IMX. . . . . . . . . . . . . . . . . . . . . . . . . . . . 37

5.1 Hardware and Software Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37

5.2 Upgrading Procedure. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39

Chapter 4 Switch Setting of ACD Circuit Cards. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41

1. General . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41

2. Explanation of ACD Circuit Cards . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42

PA-CP53 (CPU) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43

PH-PC22 (EAPI). . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49

PH-PC27 (EAPI). . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54

PA-AL16 (ALMC) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59

PH-PC21 (APINT). . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 64

PA-PC56-A (COPY) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 68

PA-CP54 (CPU) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 72

PA-ME34 (CRAM). . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79

PA-IO02-A (IOC). . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 83

PH-BS16 (PBI) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 90

PA-GT17 (SPGT) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 95

PA-16ELCDD (ELC) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 99

PA-16ELCH (16ELC) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 111

PA-16ELCJ (16ELC). . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 124

PA-4DATA (4DAT) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 135

PA-4DATB (DAT) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 145

PA-4DTLA (4DTL). . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 155

PA-CC98 (ETHER) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 163

PA-GT16 (MBB) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 170

Chapter 5 Office Data Design . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 175

1. General . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 175

2. Basic Office Data Assignment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 175

2.1 Back-Up UCD . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 176

2.2 ACD In a Fusion Network Data Assignment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 181

2.2.1 ACD Trunk In a Fusion Network . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 184

2.2.2 Multiple ACDPs In a FuSion Network . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 186

3. ACD Service Feature . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 196

A-31A Abandoned Call Search - ACD. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 199

A-34A Assistance - ACD Agent - ACD. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 200

A-35A Automatic Answer - ACD . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 202

A-37A Availability - ACD Position - ACD . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 204

A-80A Announcements - ACD . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 206

A-85A Agent Personal Queue - ACD. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 208

A-86A Auto Work Mode for PBX Calls - ACD . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 211

A-91A Analog ACD Position - ACD . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 212

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A-93A Alternate Night CCV - ACD. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 214

A-133A Agent Anywhere - ACD. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 215

B-20A Break Mode - ACD . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 217

B-21A Bad Call Notifications - ACD. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 219

C-35A Call Distribution to Agents - ACD . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 220

C-67A Call Transfer to Split Queue - ACD. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 222

C-68A Call Waiting Indication - LCD Display/CW Lamp - ACD . . . . . . . . . . . . . . . . . . . . . . . . . . . . 224

C-70A Calling Party Identification - ACD . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 225

C-108A Call Control Vector - ACD. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 227

C-110A Call Waiting Lamp with Chime - ACD . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 235

C-127A Call Forwarding - Split - ACD . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 236

C-191A Call Recover - ACD. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 238

C-199A Connection Displays - ACD . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 239

D-133A Do Not Disturb - Split - ACD . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 242

E-6A Emergency/Recorder - ACD. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 244

F-10A Function Groups (Splits) - ACD . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 248

F-25A Flexible ID Codes - ACD. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 249

H-20A Holiday Scheduling - ACD . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 251

H-31A Hot Split - ACD . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 252

I-99A Infolink Data Messages - ACD . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 254

L-19A Logon/Logoff Position - ACD . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 257

L-48A Language Default - ACD. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 259

L-92A Logoff Warning - ACD. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 260

M-28A Monitoring - ACD Supervisor - ACD . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 261

M-29A Multiple Customer Groups - ACD . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 264

M-79A Multiple Supervisor Groups (Splits) - ACD . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 266

M-88A MIS Operator Selection - ACD . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 268

M-89A Monitor Me - ACD. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 269

M-90A Multi-Split Agent - ACD. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 271

N-12A Night Service - ACD . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 275

N-14A Non-ACD Call - ACD. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 277

O-10A Overflow - ACD. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 278

O-19A Overflow Outside - ACD . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 279

P-21A Priority Queuing - ACD . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 280

P-40A Pilot Numbers - ACD. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 282

P-45A Personal Emergency and Assist - ACD . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 283

Q-1A Queuing - ACD . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 285

R-19A Release - ACD Position - ACD . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 288

R-145A Ring Delay - ACD . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 289

S-91A Splits - ACD . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 290

S-97A Split Display - ACD Position - ACD. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 294

S-98A Split Selection - ACD . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 295

S-108A Stranded Call Routing - ACD . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 296

T-24A Trunk Trouble Report - MIS - ACD . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 297

T-49A Tally Count - ACD. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 298

T-50A Time of Day/Week Routing - ACD . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 299

T-51A Tally-Oh Codes - ACD . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 300

T-85A Tally Required - ACD . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 305

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V-10 VARIABLE QUEUEING . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 306

W-5A Work Mode - ACD. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 307

W-6A Work Mode Time Limit - ACD . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 309

Z-1A Zip Tone - ACD. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 310

Chapter 6 ACD Service Features Functional Test Procedures. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 311

NAP-215-101 ACD Incoming . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 314

NAP-215-102 Call Distribution to Agents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 316

NAP-215-103 Priority Processing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 317

NAP-215-104 A utomatic Call Distribution . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 318

NAP-215-105 Delay Announcement. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 319

NAP-215-106 Center Closed Announcement . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 320

NAP-215-107 Overflow . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 321

NAP-215-108 Emergency Recorder . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 322

NAP-215-109 After Call Work (Manual) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 323

NAP-215-110 After Call Work (Automatic) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 324

NAP-215-111 Assistance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 325

NAP-215-112 Auxiliary Work . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 326

NAP-215-113 Monitoring–ACD Supervisor. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 327

NAP-215-114 Night Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 328

NAP-215-115 Abandoned Call Search . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 330

NAP-215-116 Trunk Trouble Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 331

Chapter 7 PBX and ACD Command Programming. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 333

1. General . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 333

2. Commands. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 333

2.1 NEAX2400 IMX Commands . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 333

ASYD Assignment of System Data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 334

ASYDL Assignment of System Data into Local DM (LDM) . . . . . . . . . . . . . . . . . . . . . . . . . . 338

ASYDN Assignment of System Data in NDM. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 341

AOKC Assignment of OAI Key Code . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 342

ASDT Assignment of Station Data. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 344

ASFC Assignment of Service Feature Restriction Class Data . . . . . . . . . . . . . . . . . . . . . . 346

AKYD Assignment of Key Data for Dterm . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 348

AMNO Assignment of Monitored Number. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 354

AMNOL Assignment of Monitored Number for LDM. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 356

AMNON Assignment of Monitored Number for NDM . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 358

ACNO Assignment of Conversion Number Data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 360

ACNOL Assignment of Conversion Number Data for LDM . . . . . . . . . . . . . . . . . . . . . . . . . . 362

ACNON Assignment of Conversion Number Data for NDM . . . . . . . . . . . . . . . . . . . . . . . . . . 364

AADT Assignment of Announcement/Dictation Trunks . . . . . . . . . . . . . . . . . . . . . . . . . . . . 366

AADTN Assignment of Announcement/Dictation Trunks for NDM. . . . . . . . . . . . . . . . . . . . . 368

ALGNN As signment of Telephone Number Data for NDM. . . . . . . . . . . . . . . . . . . . . . . . . . . 370

ALGSN Assignment of Telephone Station Data for NDM . . . . . . . . . . . . . . . . . . . . . . . . . . . 372

2.2 ACD Commands . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 376

2.2.1 Command Relationships . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 377

2.3 Setting Up the ACD . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 378

ACDTN Assignment of ACD Tenant Data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 380

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ACDSPL Assignment of ACD Split Data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 384

ACDLOG Assignment of ACD Receiver ID Code. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 389

ACDPSN Assignment of ACD Position Data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 392

ACDCCV Assignment of ACD CCV Data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 395

ACDPLT Assignment of ACD Monitor Number . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 400

ACDTG Assignment of ACD Trunk Group Data. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 402

ACDANA Assignment of ACD Analog Split Access Code . . . . . . . . . . . . . . . . . . . . . . . . . . . . 404

ACDIVR Assignment of ACD IVR Data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 406

ACDHS Assignment of ACD Holiday Schedule . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 408

ACDHC Assignment of ACD Holiday Calendar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 411

ACDWS Assignment of ACD Week Schedule. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 414

ACDCOM ACD Communications Data. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 417

System Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 418

ACD Backup . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 422

Chapter 8 System Operations. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 425

1. General . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 425

2. Operation of Dterm Agent Position/Supervisory Position. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 426

2.1 Log On/Log Off . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 426

2.2 Answer Mode. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 428

2.3 Work Mode . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 429

2.4 Break Mode . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 430

2.5 Tally Count. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 431

2.6 Trunk Trouble Report. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 431

2.7 Call Transfer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 432

2.8 Night Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 432

2.9 Assistance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 433

2.10 Emergency/Recorder. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 433

2.11 Monitoring/Supervisory Override. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 434

3. ACD System Restart Processing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 434

Chapter 9 System Maintenance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 435

1. General . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 435

2. Maintenance. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 436

2.1 Daily Maintenance. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 436

2.1.1 The Relationship between System Messages and Lamp Indications . . . . . . . . . . . . . 436

3. System Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 437

3.1 System Messages and Their Meanings. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 437

3.2 Message Detail Data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 438

3.2.1 Message Detail Data of System Message “4-R” . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 438

3.2.2 Message Detail Data of System Message “5-Q” . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 440

3.2.3 Message Detail Data of System Message “6-H” . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 441

3.2.4 Message Detail Data of System Message “26-V” . . . . . . . . . . . . . . . . . . . . . . . . . . . . 447

4. Fault Diagnostics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 448

4.1 Fault Information and Fault Diagnostics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 448

4.2 Diagnostics from System Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 449

NDA-24282 TABLE OF CONTENTS

Page v

Revision 1.0

TABLE OF CONTENTS (CONTINUED)

Page

4.2.1 TCP/IP Link Failure . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 450

4.2.2 Bad Call Notification. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 451

5. Fault Recovery Procedure . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 451

5.1 Before Starting Fault Recovery . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 451

5.2 ACD SYSTEM FAULT RECOVERY PROCEDURES . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 451

5.3 MIS Fault Recovery Procedures . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 452

Appendix A Glossary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 453

Appendix B Field Values for ACD Screens . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 455

Appendix C ACD Service in Fusion Network. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 463

TABLE OF CONTENTS NDA-24282
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LIST OF FIGURES

Figure Title Page

Figure 2-1 Functional Outline of NEAX2400 CallCenterWorX-Enterprise ACD System . . . . . . . . . . . . . 4

Figure 2-2 Block Diagram of ACD System (Single CPU Configuration) . . . . . . . . . . . . . . . . . . . . . . . . . . 7

Figure 2-3 Block Diagram of ACD System (Dual CPU Configuration) . . . . . . . . . . . . . . . . . . . . . . . . . . . 8

Figure 2-4 Outer View of Dterm Series III Agent Position . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11

Figure 2-5 Over View of Dterm Series E Agent Position . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12

Figure 2-6 Supervisory Positions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13

Figure 2-7 NEAX2400 CallCenterWorX-Enterprise ACD System Configuration . . . . . . . . . . . . . . . . . . 14

Figure 2-8 ACD Group Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15

Figure 2-9 Concept of Operation Mode . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17

Figure 3-1 Static Caution Indication . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19

Figure 3-2 3M Model 8012 Portable Field Service Kit . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20

Figure 3-3 Peripheral Equipment Installation Procedures . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21

Figure 3-4 Connection of ACD Agent Position . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22

Figure 3-5 Key Pads on ACD Agent Position Keyboard (Dterm Series III) . . . . . . . . . . . . . . . . . . . . . . 23

Figure 3-6 Key Pads on ACD Agent Position Keyboard (Dterm Series E) . . . . . . . . . . . . . . . . . . . . . . . 24

Figure 3-7 Connection of ACD Supervisory Position . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25

Figure 3-8 Key Pads on Supervisory Position Keyboard (Dterm Series III) . . . . . . . . . . . . . . . . . . . . . . 26

Figure 3-9 Key Pads on Supervisory Position Keyboard (Dterm Series E) . . . . . . . . . . . . . . . . . . . . . . 27

Figure 3-10 Cable Connection between MIS and PBX . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28

Figure 3-11 Connection of Emergency Record er (When Emergency Recorder Has Starting Terminal) 29
Figure 3-12 Connection of Emergency Record er (When Emergency Recorder Does Not Have

Starting Terminal) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29

Figure 3-13 Connection of Announcement Machine . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30

Figure 3-14 System Configuration (when IVR/Host is installed) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31

Figure 3-15 Connection of Host . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32

Figure 3-16 Connection of IVR . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33

Figure 3-17 Hardware and Software Upgrading Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37

Figure 4-1 RS Connector Leads Accommodation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 88

Figure 4-2 Position in IMG

Figure 4-3 LT Connector Leads Accommodation of PIMU-A (1/2) . . . . . . . . . . . . . . . . . . . . . . . . . . . . 103

Figure 4-3 LT Connector Leads Accommodation of PIMU-A (2/2) . . . . . . . . . . . . . . . . . . . . . . . . . . . . 104

Figure 4-4 LT Connector Leads Accommodation of PIMB (1/2) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 105

Figure 4-4 LT Connector Leads Accommodation of PIMB (2/2) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 106

Figure 4-5 ELC Connector Leads Accommodation of PIMB (1/2) . . . . . . . . . . . . . . . . . . . . . . . . . . . . 107

Figure 4-5 ELC Connector Leads Accommodation of PIMB (2/2) . . . . . . . . . . . . . . . . . . . . . . . . . . . . 108

Figure 4-6 Connection Diagram . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 109

Figure 4-7 LT Connector Leads Accommodation of PIMU-A (1 of 3) . . . . . . . . . . . . . . . . . . . . . . . . . . 116

Figure 4-7 LT Connector Leads Accommodation of PIMU-A (2 of 3) . . . . . . . . . . . . . . . . . . . . . . . . . . 117

Figure 4-7 LT Connector Leads Accommodation of PIMU-A (3 of 3) . . . . . . . . . . . . . . . . . . . . . . . . . . 118

Figure 4-8 LT Connector Leads Accommodation of PIMB (1 of 3) . . . . . . . . . . . . . . . . . . . . . . . . . . . 119

Figure 4-8 LT Connector Leads Accommodation of PIMB (2 of 3) . . . . . . . . . . . . . . . . . . . . . . . . . . . 120

Figure 4-8 LT Connector Leads Accommodation of PIMB (3 of 3) . . . . . . . . . . . . . . . . . . . . . . . . . . . 121

Figure 4-9 Connecting Route Diagram . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 122

Figure 4-10 LT Connector Leads Accommodation of PIMU-A (1 of 3) . . . . . . . . . . . . . . . . . . . . . . . . . . 128

Figure 4-10 LT Connector Lead Accommodation of PIMU-A (2 of 3) . . . . . . . . . . . . . . . . . . . . . . . . . . 129

Figure 4-10 LT Connector Leads Accommodation of PIMU-A (3 of 3) . . . . . . . . . . . . . . . . . . . . . . . . . . 130

Figure 4-11 LT Connector Leads Accommodation of PIMK (1 of 3) . . . . . . . . . . . . . . . . . . . . . . . . . . . 131

Figure 4-11 LT Connector Leads Accommodation of PIMK (2 of 3) . . . . . . . . . . . . . . . . . . . . . . . . . . . 132

dxh

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 95

NDA-24282 LIST OF FIGURES

Page vii

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LIST OF FIGURES (CONTINUED)

Figure Title Page

Figure 4-11 LT Connector Leads Accommodation of PIMK (3 of 3) . . . . . . . . . . . . . . . . . . . . . . . . . . . 133

Figure 4-11 Connecting Route Diagram . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 134

Figure 4-12 LT Connector Leads Accommodation of PIMU-A . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 141

Figure 4-13 LT Connector Leads Accommodation of PIMB . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 142

Figure 4-14 Location of PA-4DATB (DAT) card within the system . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 145

Figure 4-15 LT Connector Lead Accommodat ion (PIMU-A) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 151

Figure 4-16 LT Connector Lead Accommodation (PIME) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 152

Figure 4-17 LT Connector Leads Accommodation of PIMU-A (1/2) . . . . . . . . . . . . . . . . . . . . . . . . . . . . 158

Figure 4-17 LT Connector Leads Accommodation of PIMU-A (2/2) . . . . . . . . . . . . . . . . . . . . . . . . . . . . 159

Figure 4-18 LT Connector Leads Accommodation of PIMB (1/2) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 160

Figure 4-18 LT Connector Leads Accommodation of PIMB (2/2) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 161

Figure 5-1 Legend . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 189

Figure 5-2 Fusion N etwork with Single ACDP (Example) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 189

Figure 5-3 Fusion Network with Multiple ACDPs (Example) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 190

Figure 5-4 Network Configuration of ACD systems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 191

Figure 7-1 Assigning and Remo ving Tenant Data Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 382

Figure 7-2 Assigning and Removing ACD Split Data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 388

Figure 7-3 Assigning and Removing ACD Agent Logon ID Code . . . . . . . . . . . . . . . . . . . . . . . . . . . . 391

Figure 7-4 Assigning and Removing ACD Position Data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 394

Figure 7-5 Assigning and Removing Call Control Vectors . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 399

Figure 7-6 Assigning and Removing ACD Pilot Data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 401

Figure 7-7 Assigning and Removing ACD Trunk Group Data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 403

Figure 7-8 Assigning and Remo ving Holiday Schedule Information . . . . . . . . . . . . . . . . . . . . . . . . . . 409

Figure 7-9 Assigning and Removing Holiday Calendar Information . . . . . . . . . . . . . . . . . . . . . . . . . . .412

Figure 7-10 Assigning and Removing Week Schedule Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . 415

Figure 9-1 Flow of Maintenance Work . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 435

Figure 9-2 Flow from Fault Occurrence to Fault Diagnostics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 448

Figure 9-3 Flow of Diagnostics from System Message . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 449

Figure 9-4 Flow of Fault Recovery Procedures . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 451

LIST OF FIGURES NDA-24282
Page viii
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LIST OF TABLES

Table Title Page

Table 1-1 Configuration of this Manual . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1

Table 1-2 Related Reference Manuals . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2

Table 2-1 CallCenterWorX-Enterprise (I) ACD Capacities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

Table 2-2 Interface Condition. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10

Table 3-1 Hardware and Software Upgrading Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38

Table 4-1 List of ACD Circuit Cards. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41

Table 5-1 CCV for ACD Calls Transfer (in case of Traffic Congestion) . . . . . . . . . . . . . . . . . . . . . . . . 183

Table 5-2 ACD SERVICE LIST . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 196

Table 5-3 Call Distribution Algorithm - I. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 271

Table 5-4 Call Distribution Algorithm - II . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 271

Table 5-5 Valid Logon ID/Position Combinations. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 273

Table 7-1 NEAX2400 IMX Command List in Alphabetical Order. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 333

Table 7-2 ACD Command List. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 376

Table 7-3 Related Commands . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 377

Table 7-4 COND (Conditional Thresholds) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 384

Table 7-5 Programming Considerations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 393

Table 7-6 CCV Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 397

Table 9-1 System Messages and Lamp Indications on the TOPU . . . . . . . . . . . . . . . . . . . . . . . . . . . 436

Table 9-2 System Messages for MIS. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 437

Table 9-3 Repairing Proce dure for TCP/IP Link Failure (Message “4-R ”) (1/2). . . . . . . . . . . . . . . . . . 450

Table 9-3 Repairing Proce dure for TCP/IP Link Failure (Message “4-R ”) (2/2). . . . . . . . . . . . . . . . . . 450

Table 9-4 Repairing Proce dure for TCP/IP Link Failure (Message “26-V”) . . . . . . . . . . . . . . . . . . . . . 450

Table B-1 Field Values for ACD Screens (1/8) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 455

Table C-1 ACD Service List in Fusion Network . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 463

NDA-24282 LIST OF TABLES

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LIST OF TABLES NDA-24282
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Revision 1.0

CHAPTER 1 INTRODUCTION

1. GENERAL

This manual describes the system outline and procedures for installation/installation tests, operations, mainte­nance and data assignment of Automatic Call Distribution (ACD) in the IMX System.

1.1 CONFIGURATION OF THIS MANUAL

The configuration of this manual is shown in Table 1-1.

Table 1-1 Configuration of this Manual

CHAPTER TITLE CONTENTS

2

GENERAL INFORMA TION This chapter explai ns the concept, func tion and conf iguration of

the NEAX2400 CallCenterWorX-Enterprise ACD System.

INSTALLATION This chapter explains the procedures of installation and or

3

installati on tests of the NEAX2400 CallCenter WorX-Enterprise
ACD System.

4

5

6

CIRCUIT CARDS This chapter explains the circuit cards and switch settings for

External ACD in the IMX System.

OFFICE DATA DESIGN This chapter explains office data assignment applicable to the

NEAX2400 CallCenterWorX-Enterprise ACD System.

ACD SERVICE FEATURES
FUNCTIONAL TEST

This chapter explains the test procedure of each ACD service
feature.

PROCEDURES
PBX AND ACD COMMAND

7

PROGRAMMING

This chapter explains the commands used in the NEAX2400
CallCenterWorX-En terprise ACD System. Sample
programming sheets that may be copied and used to help
config ure a syst em a re included.

SYSTEM OPERATIONS This chapter explains the operating methods of Agent/

8

Supervisory Posit ion. And explains t he restart pr oce ssing of the
NEAX2400 CallCenterWorX-Enterprise ACD System.

SYSTEM MAINTE NANCE This chapter explains the maintenance, diagn oses (according to

9

system messages), and fault repair of the NEAX2400
CallCenterWorX-En terprise ACD System.

APPEND IX A GLOSSARY This appe n d ix gives explanations of ACD-re lated terms.

APPENDIX B

FIELD VALUES FOR ACD
SCREENS

This appe n d ix gives descriptions of all data values entered into
MAT command screens when configuring and managing an
ACD syst em.

APPENDIX C

ACD SERVICE IN FUSION
NETWORK

This appe n d ix gives descriptions of the ACD service activated
between two fu s i o n node s through Fusion link.

NDA-24282 CHAPTER 1

Revision 1.0

Page 1

INTRODUCTION

1.2 RELATED REFERENCE MANUALS

For maintenance to be performed on the NEAX2400 CallCenterWorX-Enterprise ACD System, there are
operations pertaining to ACD functions a nd those pertaining to the NEAX2400 IMX itself. Because this manual
explains only the operations pertaining to ACD functions, related reference manuals explaining the procedures
of the NEAX2400 IMX must be used with this manual when performing maintenance on the NEAX2400
CallCenterWorX-Enterprise ACD System as a whole.

IMX reference manuals and their relation with this manual are shown in Table 1-2.

Table 1-2 Related Reference Manuals

MANUAL NAME REL ATION TO THIS MANUAL

Installation Manual When performing installation/installation tests, use the manuals na med

in conjunction with Chapter 2, “General Information”, Chapter 3,

Circuit Card Manual

“Installation” and Chapter 4, “Switch Se tting of ACD Circuit Cards”

located in this manual

System Operations and Maintenance
Manual

Maintenance operations can be performed by referring to the manual
listed in addition to Chapter 8, “System Operations” and Chapter 9,

“System Maintenance” in this manual.

Office Data Specification Refer to the man u al lis t ed w h en programming office data other than for

the AC D. Chapter 7, “PBX and A CD Command Programming” include s
some information for commands used with the ACD System.

1.3 PRECAUTION ON USING THE ACD FEATURES

CAUTION:

The use of a monit oring, recording or liste ning devic e s to eave sdrop, monitor or record telephone

conversations or other sound activities, whether or not contemporaneous with its transmission, may be illegal
in certain circumstances under federal or state laws. Legal advice should be sought prior t o imp lementing any
practice that monitors or records any telephone conversation. Some federal and state laws require some form
of notification to all parties to the telephone conversation, such as using a beep tone or other notification
methods or require the consent of all parties to the telephone conversation, prior to monitoring or recording a
telephone conversa tion. Some of these laws incorporate strict penalties.

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CHAPTER 2 GENERAL INFORMATION

1. GENERAL

This chapter provides the user with a basic working knowledge of the NEAX2400 CallCenterWorX-Enterprise
(ACD) System. It also explains how to use documents furnished with the NEAX2400 CallCenterWorX­Enterprise (ACD) System.

The conte nts o f this chapter and how to foll o w the informa tion ar e as follows :

1.1 SYSTEM SPECIFICATIONS

The System Specifications section describes the NEAX2400 CallCenterWorX-Enterprise (ACD) System
equipment configura tion, fu nctions a nd specifi cations, i nterface conditions for external equipment, and other
related subjects.

Persons having little or no basic working knowledge of the NEAX2400 CallCenterWorX-Enterprise (ACD)
System (equipment configuration, component functions, etc.) should read and thoroughly understand this
chapter before proceeding.

1.2 GLOSSARY OF TERM S

The terms used throug hout the manual are li sted and described in Section 3, “Glo ssary of Terms” of this c hapter.

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GENERAL INFORMATION

2. SYSTEM SPECIFICA T I ON S

2.1 GENERAL

This section descri be s the concept, functions and configuration of the ACD in the IMX System.
This chapter includes the following information:

• Functional Outline: Describes the outline of the ACD.

• System Confi guration: Describes the configur ation of the ACD.

• MIS: Describes the MIS functions.

• Interface between ACD and MIS: Describes the interface condition to be used with the ACD in the IMX

System and MIS.

• Equipment related to ACD: Describes the related equipment used with the ACD in the IMX System.

NEAX2400 IMX

CallCenterWorX - Enterprise

ACD System

Announcement

Figure 2-1 Functional Outline of NEAX2400 CallCenterWorX-Enterprise ACD System

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Machine

Supervisory

position

GENERAL INFORMATION

2.2 FUNCTIONAL OUTLINE

Presently, telephone reception services are provided to a wide variety of businesses including mail orders and
travel rese rvatio ns. Howev er, as t he num ber of c usto mers i ncrea se, these services are o ften su bjected to co m­plaints such as telephone c a lls not answere d 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 be­ing 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 auto­matically to the groups composed of ACD agent positions . These calls are processed in the order of their arrival,
and distrib uted evenly among the ACD agent positions.

When all ag ent positions h an d lin g i nco ming calls ar e bu s y or t heir s pli t s 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.

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GENERAL INFORMATION

2.3 SYSTEM CONFIGURATION

The ACD system can be implemented in the internal Type configuration, with which the ACDP is built in the
CPU of the NEAX2400 IMX.

The configuration of the NEAX2400 CallCenterWorX-Enterprise (ACD) System is defined as follows.

Single CPU configuration (Figure 2-2)

External Type

Dual C PU co nf ig ur a t io n (F i gu r e 2-3)

Internal Ty p e

Built- in C PU

Provided with E xt er n al LAN
cable connected from the PBX

ACDP

MIS Interface Circuit

Ether: TCP/IP

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GENERAL INFORMATION

NEAX2400

IMX

Single Configurat ion

term

D

ELC

MIS ETHER (External LAN)

TSW

CPU

CPR

LPM

Externally inst alled equi pment

SYMBOL FUNCTION

CIRCUIT CARD

NAME

REMARKS

CPU Central Processing Unit (ACDP) RAM: Built-in Data Memory
ELC Electronic Line Circuit PA-16ELCJ

term

Digital Multifunction Telephone

D

MIS Management Information System

ETHER

Ethernet Controller Ethernet + TCP/IP protocol

management

Figure 2-2 Block Diagram of ACD System (Single CPU Configuration)

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GENERAL INFORMATION

NEAX2400

IMX

D

Dual Con figurat ion

term

MIS

ELC

ETHER (External LAN)

TSW

CPU

CPR

LPM

Externally inst alled equip m ent

SYMBOL FUNCTION

CIRCUIT CARD

NAME

REMARKS

CPU Central Processing Unit (ACDP) RAM: Built-in Data Memory

ELC Electronic Line Circuit PA-16ELCJ

term

Digital Multifunction Telephone

D

MIS Manage men t In fo rmation System

ETHER

Ethernet Controller Ethernet + TCP/IP protocol

management

Figure 2-3 Block Diagram of ACD System (Dual CPU Configuration)

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GENERAL INFORMATION

2.3.1 S YSTEM CAPACITY

CallCenterWorX-Enterprise (ACD) system capacity can be upgraded by installing the ACD Option Service
Software (standard) for extending ACD capacity.

For the procedure to link with the Optional Service Software, refer to Chapter 4 “System Startup” in the
Installation Manual.

Table 2-1 CallCenterWorX-Enterprise (I) ACD Capacities

25-1,000 Seats

System Components

Version (I4.01.00.000)

Analog Agent Access Codes 4,000 *
Announcement Routes 58
Call Active (simultaneous calls) 6,000
Call Control Vectors (20 steps each) 1,200
Holiday Schedules per Tenant 3
IVR Ports 400
Logon IDs (9 digits maximum) 7,000
Personal Pilot Numbers 4,000 *
Pilot Numbers 4,000 *
Priority Level 250
Splits 900
Splits per Agent 16
Station Calls 500
TCP/IP Clients 8
Tenants 10
Transfe r to PBX Numbers 1,200
Trunk Groups 255

Note:

*

Note:

Personal Pilots, Pilots, and Analog Access Codes cannot exceed 4,000.

Due to the amount of memory allo cated to the A CD database , use conse cutiv e numbering when poss ible to
gain the maximum number of pilot numbers, ACD myline, ACD line, IVR parts, and analog access codes
available.

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GENERAL INFORMATION

2.4 MIS

The Management Information System (MIS) expands the benefits of the telephone reception services of the
ACD system by providing efficient administration.

The number of handled ACD calls, system capacity and functions of the MIS vary depending on whether it is
based on a Navigator MIS. The MIS calculates the traffic related to the ACD calls and issues reports. The basic
purpose of MIS is to provide statistical d at a to b e us e d in calc ulations of the number of agents required and the
amount of C.O. trunk traffic.

System administration can be optimized by the supervisor, by setting the average delay time response of the
trunk group or split between 20 and 40 seconds. If the del ay time is less than 20 seconds, agents become idle,
thus the number of agents can be reduced. When delay time is more than 40 seconds, the number of agents
should b e increa se d. (Note the number of agents is dependent on the customers.)

From the MIS, the supervis or can change t he office data re lated to the ACD, includ ing the C .O. call destination ,
overflow condition and the number of agents.

[Precautions for Use of Navigator MIS]

When using the Navigator MIS, please note the following points:

• If the customer uses the Navigator MIS on a 24-hour basis, be sure to install the Navigator MIS in an
air-conditioned room to ensure normal operation and preventing the hard disk from overheating.

• Be sure to perform shutdown procedure before powering off the MIS personal computer. If the power
is turned off without running the procedure, statistical data on the hard disk will be corrupted or
destroyed.

2.5 INTERFACE BET W E EN ACD AND MIS

Table 2-2 show s the interfa c e c ondition b e t ween the ACD in the IMX System and M I S .

Table 2-2 Interface Condition

CIRCUIT CARD INTERFACE CONDITION

Physical Interface ETHER

ETHER

Communication protocol TCP/IP
Data Transmission Speed 10 Mbps

2.6 EQUIPMENT RELATED TO ACD SYSTEM

2.6.1 AGENT POSITION

1. Function
This type of agent position is comprised of a t elephone, jack set and a headset. It is equipped wi th the ACD

functions as well as the multifunction telephone functions including the single-key speed dialing. It
operates off the 16ELCJ card.

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2. Specifications

GENERAL INFORMATION

Dimensions

Cable Conductors 2-conductor (1 Pair)

Dista nce from PBX Less than 850m (2787 ft .)

3. Outer View

Figure 2-4 shows the outer view of D

term

D

Series III

D
D

term

term

Series I II
Series E

term

7

*

0

105 (H) mm × 205 (W) mm × 225 (D) mm

98.1 (H) mm × 177.0 (W) mm × 223.7 (D) mm

Series III Agent Position.

1

2

4

3

5

6

8

9

#

Figure 2-4 Outer View of D

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term

Series III Agent Position

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