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

PAGE No.

i 1

ii 1
iii 1
iv

v 1
vi 1

vii 1

viii

ix 1

x 1
1 1
2
3 1
4 1
5 1
6
7 1
8 1
9 1

10
11 1
12 1
13 1
14
15 1
16 1
17 1
18
19 1
20 1
21 1
22
23 1
24 1
25 1
26
27 1
28 1

DATE SEPTEMBER, 2000 DATE DATE DATE

DATE DATE DATE DATE

12345678

1

1

1

1

1

1

1

1

1

ISSUE 1 ISSUE 2 ISSUE 3 ISSUE 4

ISSUE 5 ISSUE 6 ISSUE 7 ISSUE 8

ISSUE No.

PAGE No.

29 1
30
31 1
32 1
33 1
34
35 1
36 1
37 1
38
39 1
40 1
41 1
42
43 1
44 1
45 1
46
47 1
48 1
49 1
50
51 1
52 1
53 1
54
55 1
56 1
57 1
58
59 1
60 1
61 1
62
63 1
64 1
65 1
66

12345678

1

1

1

1

1

1

1

1

1

1

ISSUE No.

NEAX2400 IMX
CallCenterWorX-Enterprise ACD System Manual

Revisi on S heet 1/7

NDA-24282

PAGE No.

67 1
68 1
69 1
70
71 1
72 1
73 1
74
75 1
76 1
77 1
78
79 1
80 1
81 1
82
83 1
84 1
85 1
86
87 1
88 1
89 1
90
91 1
92 1
93 1
94
95 1
96 1
97 1
98

99 1
100 1
101 1
102
103 1
104 1

DATE SEPTEMBER, 2000 DATE DATE DATE

DATE DATE DATE DATE

12345678

1

1

1

1

1

1

1

1

1

ISSUE 1 ISSUE 2 ISSUE 3 ISSUE 4

ISSUE 5 ISSUE 6 ISSUE 7 ISSUE 8

ISSUE No.

PAGE No.

105 1
106
107 1
108 1
109 1
110
111 1
112 1
113 1
114
115 1
116 1
117 1
118
119 1
120 1
121 1
122
123 1
124 1
125 1
126
127 1
128 1
129 1
130
131 1
132 1
133 1
134
135 1
136 1
137 1
138
139 1
140 1
141 1
142

12345678

1

1

1

1

1

1

1

1

1

1

ISSUE No.

NEAX2400 IMX
CallCenterWorX-Enterprise ACD System Manual

Revisi on S heet 2/7

NDA-24282

PAGE No.

143 1
144 1
145 1
146
147 1
148 1
149 1
150
151 1
152 1
153 1
154
155 1
156 1
157 1
158
159 1
160 1
161 1
162
163 1
164 1
165 1
166
167 1
168 1
169 1
170
171 1
172 1
173 1
174
175 1
176 1
177 1
178
179 1
180 1

DATE SEPTEMBER, 2000 DATE DATE DATE

DATE DATE DATE DATE

12345678

1

1

1

1

1

1

1

1

1

ISSUE 1 ISSUE 2 ISSUE 3 ISSUE 4

ISSUE 5 ISSUE 6 ISSUE 7 ISSUE 8

ISSUE No.

PAGE No.

181 1
182
183 1
184 1
185 1
186
187 1
188 1
189 1
190
191 1
192 1
193 1
194
195 1
196 1
197 1
198
199 1
200 1
201 1
202
203 1
204 1
205 1
206
207 1
208 1
209 1
210
211 1
212 1
213 1
214
215 1
216 1
217 1
218

12345678

1

1

1

1

1

1

1

1

1

1

ISSUE No.

NEAX2400 IMX
CallCenterWorX-Enterprise ACD System Manual

Revisi on S heet 3/7

NDA-24282

PAGE No.

219 1
220 1
221 1
222
223 1
224 1
225 1
226
227 1
228 1
229 1
230
231 1
232 1
233 1
234
235 1
236 1
237 1
238
239 1
240 1
241 1
242
243 1
244 1
245 1
246
247 1
248 1
249 1
250
251 1
252 1
253 1
254
255 1
256 1

DATE SEPTEMBER, 2000 DATE DATE DATE

DATE DATE DATE DATE

12345678

1

1

1

1

1

1

1

1

1

ISSUE 1 ISSUE 2 ISSUE 3 ISSUE 4

ISSUE 5 ISSUE 6 ISSUE 7 ISSUE 8

ISSUE No.

PAGE No.

257 1
258
259 1
260 1
261 1
262
263 1
264 1
265 1
266
267 1
268 1
269 1
270
271 1
272 1
273 1
274
275 1
276 1
277 1
278
279 1
280 1
281 1
282
283 1
284 1
285 1
286
287 1
288 1
289 1
290
291 1
292 1
293 1
294

12345678

1

1

1

1

1

1

1

1

1

1

ISSUE No.

NEAX2400 IMX
CallCenterWorX-Enterprise ACD System Manual

Revisi on S heet 4/7

NDA-24282

PAGE No.

295 1
296 1
297 1
298
299 1
300 1
301 1
302
303 1
304 1
305 1
306
307 1
308 1
309 1
310
311 1
312 1
313 1
314
315 1
316 1
317 1
318
319 1
320 1
321 1
322
323 1
324 1
325 1
326
327 1
328 1
329 1
330
331 1
332 1

DATE SEPTEMBER, 2000 DATE DATE DATE

DATE DATE DATE DATE

12345678

1

1

1

1

1

1

1

1

1

ISSUE 1 ISSUE 2 ISSUE 3 ISSUE 4

ISSUE 5 ISSUE 6 ISSUE 7 ISSUE 8

ISSUE No.

PAGE No.

333 1
334
335 1
336 1
337 1
338
339 1
340 1
341 1
342
343 1
344 1
345 1
346
347 1
348 1
349 1
350
351 1
352 1
353 1
354
355 1
356 1
357 1
358
359 1
360 1
361 1
362
363 1
364 1
365 1
366
367 1
368 1
369 1
370

12345678

1

1

1

1

1

1

1

1

1

1

ISSUE No.

NEAX2400 IMX
CallCenterWorX-Enterprise ACD System Manual

Revisi on S heet 5/7

NDA-24282

PAGE No.

371 1
372 1
373 1
374
375 1
376 1
377 1
378
379 1
380 1
381 1
382
383 1
384 1
385 1
386
387 1
388 1
389 1
390
391 1
392 1
393 1
394
395 1
396 1
397 1
398
399 1
400 1
401 1
402
403 1
404 1
405 1
406
407 1
408 1

DATE SEPTEMBER, 2000 DATE DATE DATE

DATE DATE DATE DATE

12345678

1

1

1

1

1

1

1

1

1

ISSUE 1 ISSUE 2 ISSUE 3 ISSUE 4

ISSUE 5 ISSUE 6 ISSUE 7 ISSUE 8

ISSUE No.

PAGE No.

409 1
410
411 1
412 1
413 1
414
415 1
416 1
417 1
418
419 1
420 1
421 1
422
423 1
424 1
425 1
426
427 1
428 1
429 1
430
431 1
432 1
433 1
434
435 1
436 1
437 1
438
439 1
440 1
441 1
442
443 1
444 1
445 1
446

12345678

1

1

1

1

1

1

1

1

1

1

ISSUE No.

NEAX2400 IMX
CallCenterWorX-Enterprise ACD System Manual

Revisi on S heet 6/7

NDA-24282

PAGE No.

447 1
448 1
449 1
450
451 1
452 1
453 1
454
455 1
456 1
457 1
458
459 1
460 1
461 1
462
463 1
464 1
465 1
466

ISSUE No.

12345678

1

1

1

1

1

PAGE No.

ISSUE No.

12345678

ISSUE 1 ISSUE 2 ISSUE 3 ISSUE 4

DATE SEPTEMBER, 2000 DATE DATE DATE

ISSUE 5 ISSUE 6 ISSUE 7 ISSUE 8

DATE DATE DATE DATE

NEAX2400 IMX
CallCenterWorX-Enterprise ACD System Manual

Revisi on S heet 7/7

NDA-24282

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

TABLE OF CONTENTS NDA-24282
Page ii
Revision 1.0

TABLE OF CONTENTS (CONTINUED)

Page

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

NDA-24282 TABLE OF CONTENTS

Page iii

Revision 1.0

TABLE OF CONTENTS (CONTINUED)

Page

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

TABLE OF CONTENTS NDA-24282
Page iv
Revision 1.0

TABLE OF CONTENTS (CONTINUED)

Page

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
Page vi
Revision 1.0

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

Revision 1.0

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
Revision 1.0

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

Page ix

Revision 1.0

This page is for your notes.

LIST OF TABLES NDA-24282
Page x
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.

CHAPTER 1 NDA-24282
Page 2
Revision 1.0

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.

NDA-24282 CHAPTER 2

Page 3

Revision 1.0

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

CHAPTER 2 NDA-24282
Page 4
Revision 1.0

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.

NDA-24282 CHAPTER 2

Page 5

Revision 1.0

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

CHAPTER 2 NDA-24282
Page 6
Revision 1.0

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)

NDA-24282 CHAPTER 2

Page 7

Revision 1.0

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)

CHAPTER 2 NDA-24282
Page 8
Revision 1.0

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.

NDA-24282 CHAPTER 2

Page 9

Revision 1.0

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.

CHAPTER 2 NDA-24282
Page 10
Revision 1.0

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

NDA-24282 CHAPTER 2

term

Series III Agent Position

Page 11

Revision 1.0

GENERAL INFORMATION

Figure 2-5 shows the outer view of D

term

D

Series E

term

Series E Agent Position.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

1

4

G

H

I

5

J

K

L

7

P

Q

R

S

8

T

U

V

W

X

0

O

P

E

H

R

o

l

d

#

T

r

a

n

s

f

e

r

A

n

s

w

e

r

S

p

e

a

k

.

.

.

.

2

A

B

C

6

M

N

O

9
Y

Z

C

o

R

e

d

i

a

l

e

r

.

.

3

D

E

F

R

e

n

f

M

I

C

.

F

F

e

e

a

a

t

u

t

r

u

e

r

e

c

a

l

l

E

x

i

t

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

.

N

E

C

H

e

l

p

.

.

.

Figure 2-5 Over View of D

term

Series E Agent Position

CHAPTER 2 NDA-24282
Page 12
Revision 1.0

GENERAL INFORMATION

2.6.2 SUPERVISORY PO SITION

1. Function
The supervisory position is equipped with the agent position functions and the display terminal. It is used

as the supervisor of splits to manage the ACD operations by overriding calls to agent positions, call moni­toring, agent position status display, etc.

The supervisor position consists of an ACD agent position and a display with keyboard (MIS terminal).
Some supervisor positions are not equipped with the MIS terminal.

Note:

ACD Supervisory Position (D

term

)

Personal Computer/D ata
Termin al Equipm ent

1

2

4

3

5

6

7

8

9

*

0

#

Note

Distance between ACD Agent position and MIS terminal: Max.15m (49 feet)

Figure 2-6 Supervisory Positions

NDA-24282 CHAPTER 2

Page 13

Revision 1.0

GENERAL INFORMATION

3. GLOSSARY OF TERMS

This section def i ne s A C D-related terms.

ACD Agent

ACD Agent

Split

Supervisory

ACD Agent

ACD Agent

Split

Supervisory

Position

Position

Group

Position

Position

Position

Group

Position

NEAX2400 IMX ACD System

ELC

ELC

ELC

ELC

ELC

ELC

Queue

Queue

COT

COT

COT

COT

COT

Trunk G r ou p

Trunk G r ou p

System

Supervisory

Printer

Position

MIS

ELC

ETHER

Figure 2-7 NEAX2400 CallCenterWorX-Enterprise ACD System Configuration

CHAPTER 2 NDA-24282
Page 14
Revision 1.0

ACDP

CPR

GENERAL INFORMATION

• Trunk Group

A group, organized according to routes, of trunks which transmits calls incoming to or originated from the
ACD Sy st em.

• ACD Group (Tenant)

An ACD system can be divided into groups according to the user firms or departments. The ACD group is
the unit of such a division. Its configuration is as shown in Figure 2-8.

Note:

The following data must be assigned on an ACD tenant basis:

• Trunk Group

• ACD Monitored Number (Pilot Number)

• Split

• Announcement Equipment

• Transferring Destination (STN)

• Transferring Destination (TRK)

Split

1

Supervisory position

Split

n

ACD

Group

(Tenant)

(Tenant)

NEAX2400 IMX

Figure 2-8 ACD Group Configuration

NDA-24282 CHAPTER 2

ACD

Group

C.O.

Line

Page 15

Revision 1.0

GENERAL INFORMATION

• Split

The unit of division o f an ACD group according to func tions. Ea ch split is compo sed of a q ueue to ho ld
incoming calls temporarily, agent positions to answer the incoming calls, and a group supervisory positio n.

• Queue

The queue is the area in which calls incoming to the ACD in the IMX System wait for handling. Each split
has multiple queues.

When all of the agent positions of a queue are busy, the calls assigned to that queue will wait. As agent
positions beco me idle, the c alls are distr ibuted t o the agent posi tions accor ding to f irst-in, f irst- out condition .
However, since queues are assigned different priority levels, the calls in higher-priority queues are
distributed before the calls in lower-priority queues.

•Overflow

An ACD call w aiting in a q ueue of a split that cannot be connected to an agent position assigned t o the queue
(overflow origination) once a predetermined period of time had elapsed, the call is sent to the queue of
another split (overflow destination) where it can wait for an agent position to become idle in both queues.
This allows the ACD call to be answered by the first available agent.

• Overflow Threshold

The period of time between the origination of an ACD call and its overflow.

• Inflow Threshold

Specific value defined by number of waiting calls in the overflow destination.

• ACD Agent Position

All agent positions belong to any ACD group and an ACD call is originated/picked up from the agent
position. Also, when Client/Server MIS system is used, ACD agent positions may have the client MIS.

• Group Supervisory Position

The position assigned the agent position supervisory functions, such as monitoring of agent positions and
assistance of agent posi tions , as well as the f unctions of an age nt posit ion. It may be equi pped with the MIS
Terminal (DTE) which can display the status of the ACD subsystem.

• Agent

The operator using an agent position to handle calls via the ACD system. Every agent can be assigned an
ID code to logon to the CallCenterWorX-Enterprise (ACD) system. For the purpose of effective use, the
agent can u se to connect the client MIS.

• Group Supervisor

This is the manager who uses a supervisory position to assist agent positions, monitor them, supervi s e thei r
status using the MIS term inal, and c hange the syst em configu rati on of an ACD group. Ever y supervisor can
be assigned an ID code.

• MIS Terminal (DTE)

This is the MIS Data Terminal Equipment used to display the ACD status and/or change the system config­uration.

CHAPTER 2 NDA-24282
Page 16
Revision 1.0

GENERAL INFORMATION

Supervisory
Position

Agent
Position 1

Agent
Position2

0:00

Night Mode

Unavailable Available

“Log ON/OFF” key pressed

Unavailable

“Log ON/OFF” key pressed

9:00 10:00 11:00 12:00 13:00 14:00 15:00 16:00 17:00 18:00 24:00

Night ModeDay Mode

“Night” key pressed

key pressed

Available

Break

“Break”

Break

“Break”

key pressed

Break

“Break”

key pressed

Break

“Break”

key pressed

“Log ON/OFF” key pressed

“Night” key pressed

Unavailable

Unavailable

“Log ON/OFF” key pressed

Available
(Ready Mode)

Figure 2-9 Concept of Operation Mode

• Day/Night Mode

The day and night mode determine the destination of incoming ACD calls on a per-split basis. Set the day
mode when starting the ACD call reception service, and set the night mode to end the ACD call reception
service in the evening or before the agent leaves position.

• Ready Mode

This is the status of an ACD position (including group or system supervisory position) after starting the
reception se rv i ce. In this s tate, the position can answer ACD calls.

• Work Mode

This is the state of an ACD position (including supervisory position) in which it restricts the termination of
incoming ACD calls. The agent ma y then perfor m nonverbal tasks, s uch as t he crea tion of a bu siness slip.
The Work mode can be set either automatically at the end of conversation with an incoming call (Automatic
After Call Work mode) or manually by pressing the “Work” key as needed.

NDA-24282 CHAPTER 2

Page 17

Revision 1.0

GENERAL INFORMATION

• Break Mode

This is the state of an ACD position (including supervisory position), which is activated by the agent
pressing the “BREAK” k ey t o disa llo w the termin ation of inc oming ACD calls before the a gent temporari ly
leaves the position.

• ACD Trunk in a Fusion Network

ACD trunks can be accommodated in the multiple nodes within the Fusion network and via the trunk in the
remote node, ACD calls can be originated or picked up from the agent accommodated in the node that pro­vides ACDP.

• Agent Anywhere

With this function, ACD agent positions can be installed in multiple nodes of a Fusion Network, and ACD
calls can be distributed to ACD agents in the remote node. Those agent positions are controlled by one
ACDP in a Fusion Network.

• Expanding ACD capacity

With the ACD Option Service Software, the built-in ACDP capacity will be extended and more than 1000
agent pos i tio n s can be installed.

• Split of Supervisors (see Multiple Supervisor Groups (Splits) - A CD [M-79A])

Split formed by mul tipl e supervi sors. It is benef icial whe n more th an one supervi sor ser ves a sp lit of agents .

CHAPTER 2 NDA-24282
Page 18
Revision 1.0

CHAPTER 3 INSTALLATION

1. GENERAL

This chapter desc ribes the inst allation and t est procedure s for the NEAX2400 Call CenterWorX-Enter prise ACD
System.

The installation of the ACD in the IMX system is completed by the installing the MIS, MIS interface, and ter­minal equipment such as agent positions and supervisory positions.

Because the inst allation procedures require d for the NEAX 2400 IMX are the same as for the business system,
this manual describes only the terminal equipment related to the MIS and ACD positions. For information on
installation procedures related to the NEAX2400 IMX, refer to the NEAX2400 IMX Installation Manual.

2. PRECAUTIONS

2.1 ESSENTIAL/CRITICAL INFORMATION

To prevent accidents or equipment damage from occurring while installation is being performed, each
NEAX2400 IMX manual provides “WARNING”, “CAUTION”, and “Note” indications to draw the techni­cian’s atten tio n t o s p ecific matters.

1. Meaning
WARNI NG: P ersonal injury may result if the warning is not heeded.
CAUTION

Note:

Indicates an item which requires special attention.

2. Locations of Indicators
WARNI NG

of the procedures on the page.

: Damage to the equipment and/or the system may result if the caution is not heeded.

and CAUT IO N indica tions are locat ed at the top of the page. Descriptions are included as part

ATTENTION

Contents
Static Sensitive
Handling
Precautions Required

Figure 3-1 Static Caution Indication

NDA-24282 CHAPTER 3

Page 19

Revision 1.0

INSTALLATION

This manual provides Static Caution indicators (see Figure 3-1) on page where work involving static-sensitive
components is described.

The 3M Model 8012 Portable Field Service Kit, shown in Figure 3-2 is recommended as an effective counter­measure against static electricity. The kit is available from NEC.

Wrist Strap

Place the Circuit Card
on a Conductive
sheet.

Connect ground wire to the Earth
terminal of the M odule Group

Figure 3-2 3M Mo del 8012 Portable Field Service Kit

CHAPTER 3 NDA-24282
Page 20
Revision 1.0

INSTALLATION

3. INSTALLATION PROCEDURES

3.1 PERIPHERAL EQUIPMENT INSTALLATION

This section explains the procedures to instal l periphera l equipment f or the ACD in the IMX system (Agent po­sitions, MIS terminals, etc.).

The reference NAPs for the peripheral equipment are indicated in Figure 3-3.

NAP-200-101

NAP-200-102

NAP-200-103

NAP-200-104

NAP-200-105

MDF

NEAX2400 IMX

ACD Agent Position

ACD Supervisory Position

MIS

Emergency Recorder

Announcement Machine

NAP-200-106

IVR/Host

Figure 3-3 Peripheral Equipment Installation Procedures

NDA-24282 CHAPTER 3

Page 21

Revision 1.0

INSTALLATION

NAP-200-101
Sheet 1/3
Installati on of ACD Agent Posi tion

Figure 3-4 shows the cable connection between the Agent Position and the NEAX2400 IMX.

MDF

PIM

Installa tio n C ab le

(D

term

term

D

No.0

Series II I/Se r ie s E)

No.0
No.1
No.2
No.3
No.4
No.5

No.6
No.7
No.8
No.9
No.10
No.11
No.12
No.13
No.14
No.15

Note 2:

PA-16ELCJ

PA-16ELCJ

B0
B1
B2
B3
B4
B5
B6
B7
B8
B9
B10
B11
B12
B13
B14
B15

1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
21
22
23
24
25

26
27
28
29
30
31
32
33
34
35
36
37
38
39
40
41
42
43
44
45
46
47
48
49
50

16ELC Camp
Connector Leads (example)

LT

A0
A1
A2
A3
A4
A5
A6
A7
A8
A9
A10
A11
A12
A13
A14
A15

Max. 850m (0.5φ)

Note 1:

Connector leads (A0 and B0)
may be connected with Modu­lar Rosette.

Modular Jack

No.1

No.15

MDF

Modular Rosette

123

4

A0 B0

For more details of connector lead accommodation, see “Circ uit Card Manual”.

Note 1

1
3

Agent Position

2

4

Figure 3-4 Connection of ACD Agent Position

CHAPTER 3 NDA-24282
Page 22
Revision 1.0

INSTALLATION

NAP-200-101
Sheet 2/3
Installati on of ACD Agent Posi tion

• Attach the pro vided ke y pa d/labe ls to ident ify the names of the k eys. For the funct ion ke y data assignment s,
refer to the AKYD command in Chapter 7.

term

(1) D

Series III

CW AUTO/MAN ASSIST EMER TRKTRBL RECALL

ACD CALL LINE FNC HAND/HEAD MIC SPKR

213
546

879

0

#

RLS

BREAK

LOGON

TALLY

*

HOLD XFR CONF WORK

Figure 3-5 Key Pads on ACD Agent Position Keyboard (D

term

Series III)

NDA-24282 CHAPTER 3

Page 23

Revision 1.0

INSTALLATION

NAP-200-101
Sheet 3/3
Installati on of ACD Agent Posi tion

term

(2) D

Series E

CW

FUNC HAND/HEAD MIC SPKR

1

456

7

ASSIST EMERAUTO/MAN

ACDCALL LINETRKTRBL RECALL

2

3

89

RLS

BREAK

LOGON

0#

TALLY

WORKCONFXFRHOLD

FLEX KEY

Figure 3-6 Key Pads on ACD Agent Position Keyboard ( D

CHAPTER 3 NDA-24282
Page 24
Revision 1.0

term

Series E)

NAP-200-102
Sheet 1/3
Installati on of ACD Supervisory Posi tion

Figure 3-7 shows the cable connection between the Supervisory Position and the NEAX2400 IMX.

INSTALLATION

No.0
No.1
No.2
No.3
No.4
No.5
No.6
No.7
No.8
No.9
No.10
No.11
No.12
No.13
No.14
No.15

Note 2:

PIM

PA-16ELCJ

PA-16ELCJ

26
27
28
29
30
31
32
33
34
35
36
37
38
39
40
41
42
43
44
45
46
47
48
49
50

16ELC Camp
Connector Leads (example)

B0
B1
B2
B3
B4
B5
B6
B7
B8
B9
B10
B11
B12
B13
B14
B15

1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
21
22
23
24
25

LT

A0
A1
A2
A3
A4
A5
A6
A7
A8
A9
A10
A11
A12
A13
A14
A15

Install ation Cable

Max. 850m (0.5 f )

MDF

Note 1:

Modular Jack

term

D

term

(D

Series III/Seri es E)

No.1

No.15

MDF

Connector leads (A0,
B0) may be connected
with Modular Rosette.

Modular Rosette

123

4

No. 0

A0 B0

Supervisory Position

For more details of connector lead accommodation, see “Circuit Card Manual”.

Note 1

1
3

2

4

Figure 3-7 Connection of ACD Supervisory Position

NDA-24282 CHAPTER 3

Page 25

Revision 1.0

INSTALLATION

NAP-200-102
Sheet 2/3
Installation of ACD Supervisory Position

• Attach the pro vided ke y pa d/labe ls to ident ify the names of the k eys. For the funct ion ke y data assignment s,
refer to the AKYD command in Chapter 7.

term

(1) D

Series III

CW AUTO/MAN TRKTRBL RECALL

ACD CALL LINE FNC HAND/HEAD MIC SPKR

MON/BARGE

213
546

879

0

NIGHT

RLS

BREAK

LOGON

#

TALLY

*

HOLD XFR CONF WORK

Figure 3-8 Key Pads on Supervisory Position Keyboard (D

CHAPTER 3 NDA-24282
Page 26
Revision 1.0

term

Series III)

NAP-200-102
Sheet 3/3
Installation of ACD Supervisory Position

term

(2) D

Series E

INSTALLATION

CW

AUTO/MAN

TRKTRBL RECALL

FNC HAND/HEAD MIC SPKR

1

4

7

MON/BARGE

ACDCALL LINE

2

3
56
89
0#

XFRHOLD

BREAK

NIGHT

LOGON

RLS

CONF

TAL LY

WORK

FLEX KEY

Figure 3-9 Key Pads on Supervisory Position Keyboard (D

NDA-24282 CHAPTER 3

term

Series E)

Page 27

Revision 1.0

INSTALLATION

NAP-200-103
Sheet 1/1
Installation of MIS

Figure 3-10 shows the cable connection between the MIS and the NEAX2400 IMX.

LPM

BASEU

00 01 02 03 04 05 06 07 08 09 10 11

00 01 02 03 04 05 06 07 08 09 10 11

PH-PC40 (EMA)

PH-IO24 (IOC)

10BASE-T (Straight)

12 13 14 15 16 17 18 19 20 21 22 23

LANI (PZ-PC19)

HUB

Note:

When the client MIS and I VR /H o st are installed in a system together, LAN network for these terminals
should be separated by the router.

Figure 3-10 Cable Connection between MIS and PBX

CHAPTER 3 NDA-24282
Page 28
Revision 1.0

MIS

NAP-200-104
Sheet 1/1
Insta l lation of Eme rgency Recorder

Figures 3-11 and 3- 12 show connection for an Emergency Recorder.

INSTALLATION

16COT

No.0 circuit

R0

T0

16COT

No.0 circuit

No.1 circuit

G

R0
T0

M

(T1)

-48V RPT0

FUSE

Power Receiving Terminal

MDF

A
B

G

-48V

AC

Emergency

Recorder

Speech Wires

Starting Wire

Figure 3-11 Conn ection of Emergency Recorder

(When Emergency Recorder Has Starti ng Terminal)

Speech Wires

Power Relay

MDF

A

B

Note

AC
Receptacle

Emergency

Recorder

AC

No.1 circuit

G

M

(T1)

RPT0

Power Receiving

Terminal

G

-48V

Note:

Starting Wire

If a power relay is used, select an optimum relay by
confirming the amplifiers current drain.

Figure 3-12 Conn ection of Emergency Recorder

(When Emergency Recorder Does No t Have Starting Terminal)

NDA-24282 CHAPTER 3

Page 29

Revision 1.0

INSTALLATION

NAP-200-105
Sheet 1/1
Installat i on of A nnou ncement Machine

The standard announcement machine a vailable is PA-4DATA or PA-4DATB (4DAT: 4 Digita l Announce ment
Trunk) card. The 4DAT can be used by simply inserting it in the universal slot of PIM.

If a non-standard a nnouncement machine is used, the conne ction method and the announcement tr unk to be used
as interface vary depending on the machine.

An example of this connection is shown in Figure 3-13.

MDF

16 COT

No.0 circuit

No.1 circuit

G

R0
T0

R1

M

(T1)

–48V RPT0

Fuse

Power Receiving

Terminal

OA
OB

G

OC

(RT)

Figure 3-13 Connection of Announcement Machine

Announcement

Machine

–48 G

CHAPTER 3 NDA-24282
Page 30
Revision 1.0

INSTALLATION

NAP-200-106
Sheet 1/1
Installation of IVR/Host

Figure 3-14 shows the system configuration when IVR/Host is installed.

For more details of IVR ca ble conne ction, refer to Figure 3- 15 and for the Host connection, refer to Figure 3-16.

E
L
C

term

D
(ACD Positions)

L
C

IVR/Host

Router

HUB

L
A
N

L
A
N

PBX

Note

MIS

Note:

When the client MIS and IVR/Host are installed in a system together, LAN network direct l y co nn ec ted
with these terminals should be separated by the router.

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

NDA-24282 CHAPTER 3

Page 31

Revision 1.0

INSTALLATION

Figure 3-15 shows the cable connection between Host and the PBX.

HUB PKG

PIM

10BASE-T

LPM

(Straight)

10BASE-T

(Straight)

LANI

LANI

Note:

BASEU

10BASE-T (Straight)

When the client MIS and IVR/Host are installed in a system together, LAN network directly connected
with these terminals should be separated by the router.

Figure 3-15 Connection of Host

CHAPTER 3 NDA-24282
Page 32
Revision 1.0

Figure 3-16 shows the cable connection between IVR and the PBX.

INSTALLATION

Note:

PIM

Installation cable

16LC

A0
B0
A1
B1

~
A15
B15

MDF

Note

Connector leads (A0, B0) may be connected differently.

Figure 3-16 Conn ection of IVR

L2

L1

Rosette

L2

L1

IVR

NDA-24282 CHAPTER 3

Page 33

Revision 1.0

INSTALLATION

4. SYSTEM ST A RT-UP PRO C E DURE FOR ADDING ACD FEATURES

4.1 ACD SOFTWARE INSTALLATION

This section explains the installation procedure for adding the Built-in ACDP software to the PBX in on-line
operation. For more de tail ed inf ormation about s ta rt-up procedure s b efore the ACD a pplication soft ware install ,
see the “Installation Manual”.

[Operation Procedure]
a. Basic Operating Procedure
STEP 1 : By using MEM_HDD command, save all data to both HDDs.
STEP 2 : Insert the Built-in ACDP software FD into the HDD of the PBX.

Note 1:

When ACD service is used in a Fusion Network and when “ACD Trunk in a FCCS Network” is used:
Install the software int o t he node that accommodates the
When “AGENT ANYWHERE” is used:
Install the software into one node only. In this case, the node with the most ACD agent po sit i o n s is recom­mended to prevent network traffic congestion. The node that uses the ACDP is most re commended accord­ing to the service condition Item 3 described in “Agent Anywhere - ACD” in Chapter 5.

STEP 3 : Install the Configuration Software to all nodes.

Note 2:

This software is used to define the CallCenterWorX-Enterprise (ACD) system capacity (50, 200, 500, 900,
or 2000 Agent Positions).

STEP 4 : Ini tialize the system (pe rform IPL, DM load ing).

PROGRAM=“LOAD”
SYSTEM DATA=“LOAD”

ACDP

Note 2

.

CHAPTER 3 NDA-24282
Page 34
Revision 1.0

INSTALLATION

b. When Installing ACD Trunk into Multiple Fusion Nodes (Software installation when the ACD trunk is in-

stalled at Fusion Nodes.)
(1) At the node that uses the ACDP, the A CD soft ware (Built-in ACDP software) and ACD Optio n Soft-

ware installation is necessary.

(2) At the node that accom m odate s th e ACD trunk, only ACD Option Software installation is necessary.

Do not install the ACD software.

(3) Initialize the node that uses the ACDP after the software installation.

c. When Installing ACD Agent Position into Multiple Fusion Nodes (For PBX Software Series 7300 or later)

(1) At the node that uses the ACDP, the ACD software (Built-in ACDP software) and the basic ACD

Option Software, installation is necessary.

(2) At the node that ac c ommodates the ACD trunk, ACD agent position, the basic ACD Option Service

Software must be installed.

(3) Initialize the node that uses the ACDP after the software installation.

d. When Installing ACDP into Multiple Fusion Nodes (For PBX Software Series 7400 or later)

(1) At the node that uses the ACDP, the A CD soft ware (Built-in ACDP software) and ACD Optio n Soft-

ware installation is necessary.

(2) At the node that accom m odate s th e ACD trunk, only ACD Option Software installation is necessary.

Do not install the ACD software.

(3) Initialize the node that uses the ACDP after the initialization of the other nodes (non -ACDP nodes).

NDA-24282 CHAPTER 3

Page 35

Revision 1.0

INSTALLATION

4.2 BASIC DATA ASSIGNMENT FOR START-UP

STEP 1 : Change the system data written in DM.

ASYD SYS1
INDEX2 - b0=1 (ACDP mounted)
INDEX31 - b0~b3: CM mounting capacity

Assign Normally “06”.
INDEX79 - b6=0 (ACD service is effective)
INDEX207 - b0=1 (ACDP in system0 is used)

b1: ACDP in system1

0/1=Not used/Used
INDEX241 - b2=1 (call event process)

Note 1

Note 1

Note 1

Note 1:

When the A CD serv ice is ac tivate d via FCCS, this dat a must be set to all node s providing ACD service (Not
just the node accommodating the ACDP).

STEP 2 : Assign the system data written in LDM as shown below.

ASYDL SYS1
INDEX512: FPC of the self-node
INDEX513: 01 Hex (LDM usage)
INDEX515~518 b0~b7: IP address (Hex) for PBX over external LAN
INDEX519~522 b0~b7: Subnet Mask (Hex) for PBX over external LAN
INDEX523~526 b0~b7: Default Gateway Address for External LAN
(This data is required when the Host is connected via gateway)
INDEX864 - b0=1 (Built-in ACDP is provided)
INDEX864 b1: Output the system message (4-R) when TCP-IP is normally disconnected.

0/1 = Effective/Ineffective
b2: 0/1 = “Agent Anywhere” Out of Service/In Service
b3: 0/1 = Multiple ACDPs Not Available/Available

INDEX865: FPC of Node Providing IP.
INDEX866: FPC of Node Providing ACDP.

Note 2:

If the MA T or SMDR has been connecte d with e xt ernal LAN already, this d ata assignmen t is not neces sary.

STEP 3 : Assign the System data written in NDM.

This data is necessary when using “AGENT ANYWHERE” (Available since the PBX software
Series 7300.)
ASYDN SYS1
INDEX514- NDM usage
INDEX533- FPC of the node that provides VNDM

Note 2
Note 2

Note 2

Note 3

STEP 4 : Check the station-to-station connection and confirm no fault status occurs or system messages

are output (such as cable connection fault, LCD display fault, memory alarm fault, abnormal
interrupt, et c.).

STEP 5 : Program the ACD office data. Also, program the Fusion data to make ACD service effective

through Fusion network, if necessary. Refer to Chapter 5, “Office Dat a Design”.

STEP 6 : Save the DM, ACD data memory into the HDD by using MEM_HDD.

CHAPTER 3 NDA-24282
Page 36
Revision 1.0

INSTALLATION

5. UPGRADING ACD SYSTEM FROM NEAX2400 ICS TO NEAX2400 IMX

Figure 3-17 and Table 3-1 show the requiremen t s w h en u p grading the Call Ce n ter W orX-Enerprise (ACD) sys-

tem from NEAX2400 ICS to 2400 IMX.

5.1 HARDWARE AND SOFTWARE REQUIREMENTS

Note 1:

PBX

[1] [2]

CPU

DM

ACDP

ACD DM

[4]

Router [9]

LAN

MAT

[3]

IVR/Host

[10]

[5], [6], [7], [8] are not necessary for the ACD without MIS.

Client MIS

[8]

Server MIS

[5]

[6]

[7]

MIS DB

(See Ta ble 3-1.)

Note 2:

[10] is not necessary for the ACD without IVR/Host.

Figure 3-17 Hardware and Software Upgrading Requirements

NDA-24282 CHAPTER 3

Page 37

Revision 1.0

INSTALLATION

Table 3-1 Hardware and Software Upgrading Requirements

No.

[1]

[2]

[3]

[4]

[5], [6]

[7]

[8]

Upgrading Hardware or

Software

Generic Software

• Basic software

• Standa rd Service softwa re

• Optional software

All types of system PBX software Releas e 3 or later

NEAX2400 ICS

(before upgrading)

NEAX2400 IMX

(after upgrading)

• Basic software (#1~#11)

• Internal MAT software
(#1~#2)

• TCP/IP software

ACD software SC-2242 PRG-E or

Built-in ACDP software

SC-2243 PRG-F

MAT

IBMPC/AT Windows

Hardware and Software
ACD Data Memory PBX software Release 2 or

Release 3

Built-in type
Necessary t o be reprogrammed
via [3]

Server
MIS

Hardware and
Software

Data base

Nav igator MIS (IBMPC/AT) Navig ato r MIS (I BMPC/AT)

For NEAX2400 IMX system

Nav igator MIS (IBMPC/AT) Navig ato r MIS (I BMPC/AT)
(Config., static data,
etc.)

Client MIS terminal Software Navigator MIS (IBMPC/AT) (a) Remote MIS terminal

MIS terminal for Navigator
MIS (IBMPC/AT)

(b) Client MIS terminal

Navigator MIS client for
NEAX2400 IMX system

[9] R outer – Router

IVR/Ho st Hard w are and Soft ­ware

[10]

Note:

Necessar y when IVR/
Host is added only.

CHAPTER 3 NDA-24282
Page 38
Revision 1.0

5.2 UPGRADING PROCEDURE

INSTALLATION

STEP 1 : Print out the existent data in the MIS terminal or save the data as the text file.

Note 4

STEP 2 : List up the office data related to the current ACDP.
STEP 3 : Shutdown MIS operation following the appropriate procedure.

Note 4

STEP 4 : Make busy the CPU (ACDP) card (CP53/CP54) and disconnect all cables connected to cards

related to ACD.
STEP 5 : Upgrade the PBX hardware following the Upgrade Manual for the PBX.
STEP 6 : Install the software below to upgrade the PBX software. Refer to Chapter 3, Section 4.1, “ACD

Software In stallation”.

• An assortment of software for NEAX2400 IMX

• Built-in ACDP soft wa re

• System Configuration Software containing ACD Options

Note 1
Note 2

STEP 7 : Program the following ACD commands data again.

ACDTN/ACDSPL/ACDLOG/ACDPSN/ACDCCV/ACDPLT/ACDTG/ACDANA/ACDIVR/

ACDHS/ACDHC/ACDWS
STEP 8 : Start up the Navigator MIS for IBMPC/AT.

Note 3

• Standard MIS hardware and software

• MIS terminal hardware and software

STEP 9 : Start up the IVR/Host.

• IVR/Host hardware and software

• Related Equipment for LAN

STEP 10 : Perform the installation test.

Note 1:

When ACD service is used in a Fusion Network, and when “ACD Trunk in aFusion Network” is used:
Install the software int o t he node that accommodates the ACDP.
When “AGENT ANYWHERE” is used:
Install the software into one node only. In this case, the node with the most ACD agent positions is
recommended to prevent networ k traffic congestion. The n ode that uses the ACDP is mos t recommended
according to the service condition Item 3 described in “Agent Anywhere - ACD” in Chapter 5.

Note 2:

Note 3:

Note 4:

When ACD features are activated in Fusion network, this software is installed in all nodes.

This procedure is not necessary for the ACD without MIS.

Details fo r s ta rt -up p ro c edure are decided by the IVR/Hos t f e ature spec ifications.
This procedure is not necessary when IVR/Host is not used.

Note 4

NDA-24282 CHAPTER 3

Page 39

Revision 1.0

This page is for your notes.

CHAPTER 3 NDA-24282
Page 40
Revision 1.0

CHAPTER 4 SWITCH SETTING OF ACD CIRCUIT CARDS

1. GENERAL

This chapter ex plains the circui t cards related to the NE AX2400 CallC enterWorX -Enterprise (ACD ) System
which are shown in Table 4-1.

Table 4-1 List of ACD Circuit Cards

SYMBOL CIRCUIT CARD

MOUNTING

MODULE

REMARKS

CPU PA-CP53 PIMU For circuit card type

EAPI PH-PC22/PH-PC27 LPRJ-A
ALMC PA-AL16 APM For module type
APINT PH-PC21 LPRJ-A

COPY PA-PC56-A APM

CPU PA-CP54 APM

CRAM PA-ME34 APM

IOC PA-IO02-A APM

PBI PH-BS16 APM

SPGT PA-GT17 MISCME For MISCME type

ELC PA-16ELCDD PIMU Common
16ELC PA-16ELCH PIMU Common
16ELC PA-16ELCJ PIMU Common

4DAT PA-4DATA PIMU Common

DAT PA-4DATB PIMU Common

4DTL PA-4DTLA PIMU Common

ETHER PA-CC98 APM/PIMU Module/Package

MBB PA-GT16 AP M Module

NDA-24282 CHAPTER 4

Page 41

Revision 1.0

SWITCH SETTING OF ACD CIRCUIT CARDS

2. EXPLANATION OF ACD CIRCUIT CARDS

This section ex pl ai n s each of the ACD circuit cards rega rding the following items.

1. Function
Explanations are given about the functional outline and the purpose of each circui t ca r d.

2. Mounting Location/Condition
The mounting location of each circuit card is illustrated with the mounting module name, slot number, etc.

Any conditions pertaining to mounting are also denoted.

3. Face Layout of Lamps, Switches, and Connectors
The locations of the lamps, switches, and connectors provided on each circuit card are illustrated by a face

layout.

4. Lamp Indications
Lamps equipped on each circuit card, their names, colors, and indication states are tabulated.

5. Switch Setting
Switches equipped on each circuit card, their names, switch numbers, setting and its meaning, standar d set-

ting, etc. are tabulated.

6. External Interface
If the lead outputs of the circuit card are provided by an LT connector, the relation between the mounting

slots and the LT connector is illustra ted b y an LT Connector Lead F ace Layout. Also, i f the le ad output s are
provided b y other tha n an LT connector or the lead outputs a re pro vid ed by the c ircuit c ard fr ont connect or,
the connector lead accommodations and the connecting routes are illustrated.

A SWITCH SETTING SHEET showing module name, slot number, switch name, switch shape, e tc. is provided
at the end of the explanation of each circuit card.

CHAPTER 4 NDA-24282
Page 42
Revision 1.0

PA-CP53 (CPU)

1. Function
This circuit card is the CPU card (Central Proc essing Unit) which controls the A CD Circuit Card T ype Sys-

tem. Using V60 microprocessor (32 bits), this CPU card provides programs and data memory. The card is
equipped with EPROM of 2 MB and SRAM of 1MB, respectively.

PA-CP53 (CPU)

ACDP

GATE

I/O LOCAL BUS

RS-232C (Non-protocol)

ACD-MIS

LPRJ-A

ACD in IMX system (Circuit Card Type)
Position within the system

EAPI

SYSTEM

CPU

NDA-24282 CHAPTER 4

Page 43

Revision 1.0

PA-CP53 (CPU)

2. Mounting Location/Condition
The mounting locations of this circuit card and the conditions related to mounting are shown below.
(a) When this circuit card is mounted in PIMA

Mounting Module PIMU

00 01 02 03 04 05 06 07 08 09 10 11 12 13 14 15 16 17 18 19 20 21 22 23

Note: ●

(b) When this circuit card is mounted in PIMB

00 01 02 03 04 05 06 07 08 09 10 11 12 13 14 15 16 17 18 19 20 21 22 23

Note: ●

indicates the mounting locations of this circuit card.

Moun tin g Module PIMB

indicates the mounting locations of this circuit card.

CHAPTER 4 NDA-24282
Page 44
Revision 1.0

3. Face Layout of Lamps, Switches, and Connectors
The face layout of lamps, switches, and connectors of this circuit card is shown below.

PA-CP53 (CPU)

4. Lamp Indications

SW1

SW0 SW2

CPU OPE

MBR
CLKA

COPA
LANA
DMWE

RESET

SENSE

The contents of lamp indications of this circuit card are shown in the table below.

LAMP NAME COLOR STATE

CPU OPE Green Remains lit while this circuit card is operating.

CLKA Red

Lights when a mic roprocesso r o perating clock failure has oc curred in this circuit
card.

COPA Red Lights when a C-level infinite loop has occurred.

LANA Yellow

Lights when a major failure has occurred in PA-CC98 card or when this circuit
card is not connect ed w ith PA-CC98 card.

Note

DMWE Green Remains lit when the data memory in this circuit card is in write enable state.

Note:

When this circuit is used only as ACDP, PA-CC98 card is not used and thus this card is operating normally
even if this lamp is lighting.

NDA-24282 CHAPTER 4

Revision 1.0

Page 45

PA-CP53 (CPU)

5. Switch Settings
Standard settings of various switches on this circuit card are shown in the table below.

SWITCH

NAME

SWITCH

NO.

SETTING

STANDARD

SETTING

MEANING

UP Circuit card make busy request.

MBR

DOWN Circuit card make busy request cancel

RESET PUSH S ta rt i ng of reset of this ci rc u it card

5 × On line (Normal Operation)

SENSE

D

Clearing the data memory area at the time of
initialization

1OFF× Fixed
2OFF× Fixed
3OFF× Fixed
4OFF× Fixed

SW0

5OFF× Fixed
6OFF× Fixed
7OFF× Fixed
8ON× Fixed
1OFF× Fixed

SW1

2OFF× Fixed
3OFF× Fixed
4OFF× Fixed
5OFF× Fixed
6ON× Fixed

ON IMX

7

OFF ICS

8OFF× Fixed

CHAPTER 4 NDA-24282
Page 46
Revision 1.0

PA-CP53 (CPU)

SWITCH

NAME

SW2

SWITCH

NO.

SETTING

STANDARD

SETTING

ON × Internal NMI possible

1

OFF Internal NMI inhibited

ON × Data Memory Write Protect cancel

2

OFF Data Memory Write Protect controllable

ON Data Memory Write inhibited

3

OFF × Data Memory Write controllable

ON When connecting PA-CC98 card

4

OFF When not connecting PA-CC98 card

5OFF× Fixed
6OFF× Fixed
7OFF× Fixed
8OFF× Fixed

MEANING

NDA-24282 CHAPTER 4

Page 47

Revision 1.0

PA-CP53 (CPU)

SWIT CH SETT ING SHEET

MODULE SLOT NO.

PIM any

universal
slot

SWITCH

NAME

SWITCH SHAPE REMARKS

MBR UP: Circuit card ma ke

ON

busy request

DOWN: Circuit card make

busy request cancel

RESET

SENSE

SW0

ON

12345678

SW1 7 = ON for IMX

ON

12345678

7 = OFF for ICS

SW2 4 ON When connecting

ON

12345678

PA-CC98

CHAPTER 4 NDA-24282
Page 48
Revision 1.0

PH-PC22 (EAPI)

1. Function
This circuit card is a n I/O syst em functions integr ated card to be used i n the ACD Cir cuit Card T ype System.

This card supports the following functions.
(a) APINT Function: For processor communications between the CPU of the System and ACDP card,

this circuit card provides FIFO for mutual I/O bus connections.

(b) IOC Function: For ACD-MIS connection, thi s cir cuit card provides a serial interface whic h conforms

with RS-232C (two I/O ports).

PH-PC22 (EAPI)

TSW, INT

8-bit I/O Bus

GATE

32-bit MEM Bus

CPU

ECPY

MEM

Extended 8-bit I/O Bus

GATE

CPU

MEM

MISC EAPI

Position within the syste m

RS-232C

MISC

8-bit I/O Bus

ACDP

2. Mounting Location/Condition
The mounting locations of this circuit card and the conditions related to mounting are shown below.

Mounting Module CMA

00 01 02 03 04 05 06 07 08 09 10 11 12 13 14 15 16 17 18 19 20 21 22 23

PHPC-22

PHPC-22

PHPC-22

Note

Note:

This circuit card is mounted in any one of Slot No. 02~04.

NDA-24282 CHAPTER 4

Page 49

Revision 1.0

PH-PC22 (EAPI)

Mounting Module LPRJ-A

00 01 02 03 04

PHPC-22

PHPC-22

PHPC-22

CPRAC-0 CPRAC-1

Note

Note:

This circuit card is mounted in any one of Slot No. 00~02

3. Face Layout of Lamps, Switches, and Connectors
The face layout of lamps, switches, and connectors of this circuit card is shown below.

SW0

IOC OPE
CLKALM

OPE/MB

MB

MBR

SW11

SW01

CHAPTER 4 NDA-24282
Page 50
Revision 1.0

PH-PC22 (EAPI)

4. Lamp Indications
The contents of lamp indications of this circuit card are shown in the table below.

LAMP NAME COLOR STATE

OPE/MB Green Remains lit while this circuit card is operating.
IOCOPE Red Remains lit while the non-protocol/RS-232C Port Controller is operating normally.

CLKAL M Red Ligh ts wh en a clock failure has occurr ed .

5. Switch Settings
Standard settings of various switches on this circuit card are shown in the table below.

SWITCH

NAME

MB

MBR

SW0

SWITCH NO. SETTING

UP Circuit card make busy request

DOWN Circuit card make busy cancel

UP

DOWN

1OFF×
2OFF×
3OFF×
4OFF×
5OFF×
6ON×

7OFF×

STANDARD

SETTING

MEANING

Requests the software to place the ACD-MIS
Interface Po rt Controller into ma ke-busy s t at e.

Cancels t h e requ es t t o place the ACD-MIS
Interface Port Co n t ro l l er in to make-busy state.
(Circuit car d oper ati ng state)

Fixed

8ON×

NDA-24282 CHAPTER 4

Page 51

Revision 1.0

PH-PC22 (EAPI)

SWITCH

NAME

SW01

(for Port 0)

SW11

(for Port 1)

(When using

ACD-MIS

Interface Port)

SWITCH NO. SETTING

1

2

3

SW01-1
SW11-1

ON ON ON 300 bps
ON ON OFF 600 bps
ON OFF ON 1200 bps

ON OFF OFF 2400 bps
OFF ON ON 4800 bps
OFF ON OFF 9600 bps
OFF OFF ON 19200 bps

ON ×

4

OFF

ON ×

5

OFF

STANDARD

SETTING

SW01-2
SW11-2

MEANING

SW01-3
SW11-3

NON-PROTOCOL RS-232C

PORT DATA SPEED SETTING

Sets the non-protocol RS-232C port stop bit
length to 1 bit.

Sets the non-protocol RS-232C port stop bit
length to 2 bit.

Sets the non- protocol RS-232C port data length
to 7 bit.

Sets the non- protocol RS-232C port data length
to 8 bit.

6

7

SW01-6
SW11-6

ON O N ODD Parity Check
ON OFF EVEN Parity Check (standard setting)

OFF OFF No Parity Check is to be made

SW01-7
SW11-7

ON

8

OFF ×

CHAPTER 4 NDA-24282
Page 52
Revision 1.0

NON-PROTOCOL RS-232C PORT

PARITY BIT SETTING

Sets the polarity of non-pro tocol RS-232C PB
sign al to No t Provided.

Sets the polarity of non-pro tocol RS-232C PB
signal to +, or sets PB signal to Provided.

SWIT CH SETT ING SHEET

PH-PC22 (EAPI)

MODULE SLOT NO.

LCMA 02

03
04

LPRJ-A 00

01
02

SWITCH

NAME

SWITCH SHAPE REMARKS

MB UP: Circuit card make busy

DOWN

MBR DOWN: Circuit card make idle

DOWN

SW0

ON

12345678

SW01 9600 bps Port 0, 1 Stop 7 Even

ON

12345678

SW11 9600 bps Port 1, 1 Stop 7 Even

ON

12345678

NDA-24282 CHAPTER 4

Page 53

Revision 1.0

PH-PC27 (EAPI)

PH-PC27 (EAPI)

1. Function
This circuit card is a n I/O syst em functions integr ated card to be used i n the ACD Cir cuit Card T ype System.

This card supports the following functions.
(a) APINT Function: For processor communications between the CPU of the System and ACDP card,

this circuit card provides FIFO for mutual I/O bus connections.

(b) IOC Function: For ACD-MIS connection, thi s cir cuit card provides a serial interface whic h conforms

with RS-232C (three I/O ports).

TSW, INT

8-bit I/O Bus

GATE

32-bit MEM Bus

CPU

ECPY

MEM

Extended 8-bit I/O Bus

GATE

CPU

MEM

MISC EAPI

Position within the syste m

RS-232C

MISC

8-bit I/O Bus

ACDP

2. Mounting Location/Condition
The mounting locations of this circuit card and the conditions related to mounting are shown below.

Mounting Module LCMA

00 01 02 03 04 05 06 07 08 09 10 11 12 13 14 15 16 17 18 19 20 21 22 23

PH-PC27

PH-PC27

PH-PC27

Note

Note:

This circuit card is mounted in any one of Slot No. 02~04.

CHAPTER 4 NDA-24282
Page 54
Revision 1.0

Mounting Module LPRJ-A

00 01 02 03 04

PH-PC27

PH-PC27

PH-PC27

Note

PH-PC27 (EAPI)

CPRAC-0 CPRAC-1

Note:

This circuit card is mounted in any one of Slot No. 00~02.

3. Face Layout of Lamps, Switches, and Connectors
The face layout of lamps, switches, and connectors of this circuit card is shown below.

SW12

SW11

SW0

AP-1

AP-0

IOC OPE
CLKALM

OPE/MB

MB

MBR

to CP-53

to CP-53

SW10

NDA-24282 CHAPTER 4

Revision 1.0

Page 55

PH-PC27 (EAPI)

4. Lamp Indications
The contents of lamp indications of this circuit card are shown in the table below.

LAMP NAME COLOR STATE

OPE/MB Green Remains lit while this circuit card is operating.
IOCOPE Red Remains lit while the non-protocol/RS-232C Port Controller is operating normally.

CLKAL M Red Ligh ts wh en a clock failure has occurr ed .

Note:

The PH-PC27 is a three port EAPI card.

5. Switch Settings
Standard settings of various switches on this circuit card are shown in the table below.

SWITCH

NAME

MB

MBR

SW0

SWITCH NO. SETTING

UP Circuit card make busy.

DOWN Circuit card make idle.

UP

DOWN

1OFF×
2OFF×
3OFF×
4OFF×
5OFF×
6ON×

STANDARD

SETTING

MEANING

Requests the software to place the ACD-MIS
Interface Po rt Controller into ma ke-busy s t at e.

Cancels t h e requ es t t o place the ACD-MIS
Interface Port Co n t ro l l er in to make-busy state.
(Circuit car d oper ati ng state)

Fixed

7OFF×

8ON×

CHAPTER 4 NDA-24282
Page 56
Revision 1.0

PH-PC27 (EAPI)

SWITCH

NAME

SW10

(for Port 0)

SW11

(for Port 1)

SW12

(for Port 2)

MIS Port

Interface

SWITCH NO. SETTING

1

2

3

SW01-1
SW11-1

ON ON ON 300 bps
ON ON OFF 600 bps
ON OFF ON 1200 bps

ON OFF OFF 2400 bps
OFF ON ON 4800 bps
OFF ON OFF 9600 bps
OFF OFF ON 19200 bps

ON ×

4

OFF

ON ×

STANDARD

SETTING

SW01-2
SW11-2

MEANING

SW01-3
SW11-3

NON-PROTOCOL RS-232C

PORT DATA SPEED SETTING

Sets the non-protocol RS-232C port stop bit
length to 1 bit.

Sets the non-protocol RS-232C port stop bit
length to 2 bit.

Sets the non- protocol RS-232C port data length
to 7 bit.

Note:

5

OFF

6

7

SW01-6
SW11-6

ON O N ODD Parity Check
ON OFF EVEN Parity Check (standard setting)

OFF OFF No Parity Check is to be made

SW01-7
SW11-7

ON

8

OFF ×

Ports 0, 1 and 2 translate to MIS ports 1, 2 and 3.

Sets the non- protocol RS-232C port data length
to 8 bit.

NON-PROTOCOL RS-232C PORT

PARITY BIT SETTING

Sets the polarity of non-pro tocol RS-232C PB
sign al to No t Provided.

Sets the polarity of non-pro tocol RS-232C PB
signal to +, or sets PB signal to Provided.

NDA-24282 CHAPTER 4

Page 57

Revision 1.0

PH-PC27 (EAPI)

SWIT CH SETT ING SHEET

MODULE SLOT NO.

LCMA 02

03
04

LPRJ-A 00

01
02

SWITCH

NAME

SWITCH SHAPE REMARKS

MB UP: Circuit card make busy.

DOWN

MBR DOWN: Circuit card make idle.

DOWN

SW0

ON

12345678

SW10 2, 4, 5, 6 ON only

ON

12345678

SW11 2, 4, 5, 6 ON only

ON

12345678

SW12 2, 4, 5, 6 ON only

ON

12345678

CHAPTER 4 NDA-24282
Page 58
Revision 1.0

PA-AL16 (A L MC)

1. Function
This circu i t card collects fault informat i on and ma nages a dual-configuration system of the ACD Module

Type System. The card displays the collected fault information on the TOPU. Besides, the card provides
the functions for data communication between two ACDPs in the dual system configuration.

PA-AL16 (ALMC)

CPU

I/O LOCAL BUS

APINT APINT

ALMC

IOC

RS-232C (Non-protocol)

ACD-MIS

IMX ACD system (Module Type)

Positi on withi n the System

CPU CPU

(ACDP) (ACDP)

COPY COPY

CRAM CRAM

APM-A\E

2. Mounting Location/Condition
The mounting location of this circuit card and the condition related to mounting are shown below.

Mounting Module APM-A\E

00 01 02 03 04 05 06 07 08 09 10 11 12 13 14 15 16 17 18 19 20 21 22 23

PA-AL16

When ACDP is provided by single system configuration in the IMG (IMX), this circuit card is to be
mounted in its mounting slot only when the APMA is installed externally.

NDA-24282 CHAPTER 4

Page 59

Revision 1.0

PA-AL16 (ALMC)

3. Face layout of Lamps, Switches, and Connectors
The face layout of lamps, switches, and connectors of this circuit card is shown below.

SW1

SW4

SW6

SW0

SW5

(SW3)

MBR

EMA SUP

CPUSEL

MG

SW2

CHAPTER 4 NDA-24282
Page 60
Revision 1.0

4. Switch Settings
Standard settings of various switches on this circuit card are shown in the table below.

PA-AL16 (ALMC)

SWITCH NAME

MB

EMASUP

ON

ON

SWITCH

NO.

SETTING

UP

DOWN

UP ×

STANDARD

SETTING

Circuit card make busy.
Circuit card make idle.

Fixed

DOWN

CPUSEL

ON

MG (SW3)

UP

MIDDLE

DOWN

For ACDP Dual System Configuration
For ACDP Single System Configuration

0
9

Single CPU System
Multi CPU System

SW0 1 OFF × Fixed

ON

1234

2OFF × Fixed
3OFF × Fixed
4ON × Fixed

MEANING

Note 1

Note 2

SW1 1 OFF × Fixed

ON

1234

2ON × Fixed
3OFF × Fixed
4ON × Fixed

Note 1:

Note 7: For MMG (ICS), UMG (ICS), UMGx

SW2

For IMG (IMX) (ICS), IMGx, IMGxh

SWITCH NAME

ON

12

SWITCH

NO.

1OFF ×
2ON ×

SETTING

STANDARD

SETTING

Fixed
Fixed

MEANING

NDA-24282 CHAPTER 4

Page 61

Revision 1.0

PA-AL16 (ALMC)

SWITCH NAME

SW4

ON

1234

SWITCH

NO.

SETTING

1OFF ×
2OFF ×
3OFF ×
4OFF ×

STANDARD

SETTING

Alarm Bus Fixed
Alarm Bus Fixed
Alarm Bus Fixed
Alarm Bus Fixed

SW5 1 ON × Fixed

ON

1234

2OFF × Fixed
3OFF × Fixed

ON For ACDP Dual System Config uration

4

OFF For ACDP Single System Configuration

SW6

ON

1OFF ×

12

2OFF ×

Alarm Bus Fixed

Alarm Bus Fixed

MEANING

CHAPTER 4 NDA-24282
Page 62
Revision 1.0

SWIT CH SETT ING SHEET

PA-AL16 (ALMC)

MODULE SLOT NO.

SWITCH

NAME

SWITCH SHAPE REMARKS

APM 20 MB UP: Circuit card make busy

ON

DOWN:Circuit card make idle

EMASUP

ON

CPUSEL Middle = ACDP Dual System

ON

Down = ACDP Single System

MG (SW3) 0 = Single CPU Systems

0

9

9 = Multi CPU Systems

SW0

ON

1234

SW1 2 and 4 ON (Fixed)

ON

1234

SW2

ON

12

SW4 Alarm Bus

ON

1234

SW5 4 ON = Dual ACDP

ON

1234

4 OFF = Single ACDP

SW6 Alarm Bus

ON

12

NDA-24282 CHAPTER 4

Page 63

Revision 1.0

PH-PC21 (APINT)

PH-PC21 (APINT)

1. Function
This circuit card is an inter-processor interface card and is used only for the Module Type ACD.
The card prov id es FIFO for mutual I/O bus connections for processor communication between the system

CPU and the ACDP.

TSW, INT

8-bit I/O Bus

GATE

32-bit MEM Bus

CPU

ECPY

MEM

Extended 8-bit I/O Bus

GATE

CPU

MEM

Position within the syste m

APINT APINT

8-bit I/O Bus

ACD Module

2. Mounting Location/Condition
The mounting location of this circuit card and the condition related to mounting are shown below.

Mounting Module LPRJ-A

00 01 02 03 04

PH-PC27

PH-PC27

PH-PC27

CPRAC-0 CPRAC-1

Note

Note:

This circuit card is mounted in any one of Slot No. 00~02.

CHAPTER 4 NDA-24282
Page 64
Revision 1.0

3. Face Layout of Lamps, Switches, and Connectors
The face layout of lamps, switches, and connectors of this circuit card is shown below.

PH-PC21 (APINT)

CLKALM
OPE/MB

MB

AP1

AP0

SW01

4. Lamp Indications
The contents of lamp indications of this circuit card are shown in the table below.

LAMP NAME COLOR STATE

Green Remains lit while this circuit card is operating.

OPE/MB

Red Lights while this circuit card is in make-busy state.

CLKALM Red Lights when a failure has occurred to clocks for I/O bus synchronization.

5. Switch Settings
Standard settings of various switches on this circuit card are shown in the table below.

SWITCH

NAME

SWITCH NO. SETTING

STANDARD

SETTING

MEANING

MB

UP Circuit card make busy.

DOWN Circuit card make idle.

NDA-24282 CHAPTER 4

Page 65

Revision 1.0

PH-PC21 (APINT)

SWITCH

NAME

SW0

SWITCH NO. SETTING

STANDARD

SETTING

ON

1

OFF

2ON× Fixed

ON

3

OFF

4OFF× Fixed
5OFF× Fixed

6ON

SW0-6 SW0-7 SW0-8 DEFINITION OF SOFTWARE TYPE

ON ON OFF

7OFF

OFF ON OFF

8ON

MEANING

When using this circuit card in the ACDP of
single-system configuration or when
connecting this circuit card to No. 0 system of
the ACDP of dual-system configuration.

When connecting this circuit card to No. 1
system of the ACDP of dual-system
configuration.

When the ACDP is provided by single-system
configuration.

When the ACDP is provided by dual-system
configuration.

To be used in ACD Module Type (Single­System Configuration)

To be used in ACD Module Type (Dual­System Configuration)

Others Not used

CHAPTER 4 NDA-24282
Page 66
Revision 1.0

SWIT CH SETT ING SHEET

PH-PC21 (APINT)

MODULE SLOT NO.

LPRJ-A 00

01
02

SWITCH

NAME

SWITCH SHAPE REMARKS

MB UP: Circuit card make busy

ON

DOWN: Circuit card make idle

SW0

ON

1234567

8

NDA-24282 CHAPTER 4

Page 67

Revision 1.0

PA-PC56-A (COPY)

PA-PC56-A (COPY)

1. Function

This circuit card provides the function to copy the contents of the RAM of both the standby (ST-Y) system
and the acti ve (ACT) syste m so that th e cont ents of the R AM of both syste m may be alw ays coinciding with
each other.

ALMC

IOC

RS-232C (Non-protocol)

APM

Position within the system

CPU CPU

(ACDP) (ACDP)

COPY COPY

CRAM CRAM

2. Mounting Location/Condition

The mounting locations of this circuit card and the conditions related to mounting are shown below.

Mounting Module APM

00 01 02 03 04 05 06 07 08 09 10 11 12 13 14 15 16 17 18 19 20 21 22 23

PA-PC56-A

PA-PC56-A

• This circuit card is not used when the ACDP is provided in a single-system configuration.

CHAPTER 4 NDA-24282
Page 68
Revision 1.0

For No.1 systemFor No.0 system

3. Face Layout of Lamps, Switches, and Connectors

The face layout of lamps, switches, and connectors of this circuit card is shown below.

SW0

PA-PC56-A (COPY)

OPE
SREQ

MB

COPY

MBS1

4. Lamp Indications

The contents of lamp indications of this circuit card are shown in the table below.

LAMP NAME COLOR STATE

OPE Green Remains lit while this circuit card is operating in ACT state.

COPY Green Remains lit while this circuit card is operating in COPY mode.

MBS0

NDA-24282 CHAPTER 4

Page 69

Revision 1.0

PA-PC56-A (COPY)

5. Switch Settings

Standard settings of various switches on this circuit card are shown in the table below.

SWITCH

NAME

MB

SREQ

SW0

SWITCH NO. SETTING

UP Circuit card make busy.

DOWN Circuit card make idle.

UP Separate mode request.

DOWN Separate mode request cancel (Copy mode).

ON

1

OFF

2OFF×
3OFF×
4OFF×
5ON×
6ON×
7ON×
8ON×

STANDARD

SETTING

MEANING

To be set in the case of System No. 0.
(To be mounted in Slot No. 08 of APMA.)

To be set in the case of System No. 1.
(To be mounted in Slot No. 17 of APMA.)

Fixed

CHAPTER 4 NDA-24282
Page 70
Revision 1.0

SWITCH SETTING SHEET

PA-PC56-A (COPY)

MODULE SLOT NO.

APM-A\E 08

17

SWITCH

NAME

MB UP: Circuit card make busy

SREQ

SW0 1 ON = System No. 0

SWITCH SHAPE REMARKS

ON

12345678

ON

ON

DOWN:Circuit card make idle

1 OFF = System No. 1

NDA-24282 CHAPTER 4

Page 71

Revision 1.0

PA-CP54 (CPU)

PA-CP54 (CPU)

1. Function

This circuit card is the CPU card (Central Processing Unit) which controls the ACD Module Type System.
Using the V6 0 microproces sor (32 bits), this CP U card provides programs and working memory. The card
is equipped with EPROM of 2MB and SRAM of maximum 384KB respectively.

CPU

I/O LOCAL BUS

APINT APINT

ALMC

IOC

RS-232C (Non-protocol)

ACD-MIS

ACD in IMX system (Module Type)

Position within the System

CPU CPU

(ACDP) (ACDP)

COPY COPY

CRAM CRAM

APM

2. Mounting Location/Condition

The mounting locations of this circuit card and the conditions related to mounting are shown below.

Mounti ng Modul e APM -A\E

00 01 02 03 04 05 06 07 08 09 10 11 12 13 14 15 16 17 18 19 20 21 22 23

PA-CP54

PA-CP54

CHAPTER 4 NDA-24282
Page 72
Revision 1.0

For No.1 systemFor No.0 system

3. Face Layout of Lamp, Switches, and Connectors

The face layout of lamps, switches, and connectors of this circuit card is shown below.

PA-CP54 (CPU)

4. Lamp Indications

SW0

SW1

SW2

CPU OPE

MBR

CLKALM
COPALM

SW3

RESET

SW4

SENSE

The contents of lamp indications of this circuit card are shown in the table below.

LAMP NAME COLOR STATE

CPU OPE Green Remains lit while this circuit card is operating.

CLK ALM Red

Lights when a microprocessor operating clock failure has occurred in this circuit
card.

COP ALM Red Lights when a C-leve l infinite loop has occurred.

NDA-24282 CHAPTER 4

Page 73

Revision 1.0

PA-CP54 (CPU)

5. Switch Settings

Standard settings of various switches on this circuit card are shown in the table below.

SWITCH

NAME

SWITCH NO. SETTING

STANDARD

SETTING

MEANING

UP Circuit card make busy.

MB

DOWN Circuit card make idle.

RESET PUSH Starting of reset of this circuit card.

0

1

For MMG (ICS), UMG (ICS), UMGx

(Normal Setting).
2
3
4

5

For IMG (IMX) (ICS), IMGx, IMGxh, IMGdxh

(Normal Setting).
6
7
8

When connecting the ACD System to

SENSE

9

MMG (ICS), UMG (ICS), UMGx; and when

the data memory of ACDP is to be cleared at

the time of AC DP initialization.

(CRAM Clear).

A
B
C

D

E

F

CHAPTER 4 NDA-24282
Page 74
Revision 1.0

When connecting the ACD System to

IMG (IMX) (ICS), IMGx, IMGxh, IMGdxh;

and when the data memory of ACDP is to be

cleared at the time of ACDP initialization.

(CRAM Clear).

PA-CP54 (CPU)

SWITCH

NAME

SW0

SWITCH NO. SETTING

STANDARD

SETTING

ON × Memory Parity Alarm Inhibited.

1

OFF Memory Parity Alarm not inhibited.

ON External NMI input inhibited.

2

OFF × External NMI input not inhibited.

ON Memory Alarm NMI inhibited.

3

OFF × Memory Alarm NMI not inhibited.

ON COPALM inhibited.

4

OFF × COP ALM not inhibited.
5OFF× Fixed.
6OFF× Fixed.

ON

7

OFF
8OFF× Fixed.

MEANING

When ACDP is provided by dual-system con­figuration.

When ACDP is provi ded by single-system con­figuration.

SW1

ON

Sets Ready Alarm Dete ct Timing to l onger than
48 sec.

1

OFF ×

Sets Ready Alarm Dete ct Timing to l onger than
6 sec.

ON Sets the interval of C-Le v el int err upt to 4 m sec.

2

OFF ×

ON

Sets the interval of C-Level interrupt to 16
msec.

NMI input from an external memory system is
inhibited.

3

OFF ×

NMI input from an external memory system is
not inhibited.

4OFF× Fixed.

ON × Equipped with 1.5 MB CRAM area.

5

OFF Equipped with 3 MB CRAM area.
6ON× Fixed.

ON IMX Fixed.

7

OFF ICS Fixed.

ON × CRAM (PA-ME34) mounted.

8

OFF CRAM (PA-ME34) not mounted.

NDA-24282 CHAPTER 4

Page 75

Revision 1.0

PA-CP54 (CPU)

SWITCH

NAME

SW2

SWITCH NO. SETTING

1

2

SW2-1 SW2-2 SETTING OF EPROM

ON ON When equipping 1M bit EPROM IC.

ON OFF When equipping 2M bit EPROM IC (standard).
OFF ON When equipping 4M bit EPROM IC.
OFF OFF Not used

ON × When equipping 1M bit SRAM IC.

3

OFF When equipping 256 K bit SRAM IC.

4

5

SW2-4 SW2-5 SETTING OF ROM AREAS

ON O N When providing 1MB of F00000H ~ FFFFFFH.

OFF O N

OFF OFF

ON ×

6

OFF

STANDARD

SETTING

When providing 2MB of F00000H ~ FFFFFFH and 00000H ~
0FFFFFH (standard setting).

When providing 4MB of F00000H ~ FFFFFFH and 00000H ~
2FFFFFH.

MEANING

When providing EE0000H ~ EFFFFFH and
E00000H ~ E3FFFFH as RAM areas.

When providing EE0000H ~ EFFFFFH as
RAM area.

SW3

ON ×

When equipping 256 kbit SRAM IC as parity
RAM.

7

OFF

When equi ppi n g 6 4 kbit SRAM IC as parity
RAM.

ON Test mode (Always mi s- h it stat e).

8

OFF × Normal operation mode.

1OFF× Fixed.

ON

When equi ppi n g 6 4 kbit SRAM IC as parity
RAM.

2

OFF ×

ON ×

3

When equipping 256 kbit SRAM IC as parity
RAM.

When equipping EPROM IC of either 1M bit
2M bit.

OFF When equipping EPROM IC of 4M bit.

ON ×

When equipping EPROM IC of either 1M bit
2M bit as parity ROM.

4

OFF

When equipping EPRO M IC of 4M bit as pari­ty ROM.

CHAPTER 4 NDA-24282
Page 76
Revision 1.0

PA-CP54 (CPU)

SWITCH

NAME

SW4

SWITCH NO. SETTING

STANDARD

SETTING

1OFF× Fixed
2OFF× Fixed
3ON× Fixed
4OFF× Fixed
5ON× Fixed
6OFF× Fixed
7OFF× Fixed
8OFF× Fixed

MEANING

NDA-24282 CHAPTER 4

Page 77

Revision 1.0

PA-CP54 (CPU)

SWITCH SETTING SHEET

MODULE SLOT NO. SWITCH NAME SWITCH SHAPE REMARKS

APM 09

16

MBR UP : Circuit card make busy.

ON

DOWN:Circuit card make idle.

RESET

SENSE

SW0 7 ON = Dual ACDP

SW1 7 ON = IMX Systems

ON

12345678

ON

12345678

7 OFF = Single ACDP

8 ON = PA-ME34 Mounted
8 OFF = PA-ME34 Not Mounted

SW2 Standard

ON

12345678

SW3 Standard

SW4 Fixed

ON

ON

12345678

1234

CHAPTER 4 NDA-24282
Page 78
Revision 1.0

PA-ME34 (CRAM)

1. Function
This circuit card is a RAM card for the ACD System and has memory capacity of 1.5 Mbytes.

PA-ME34 (CRAM)

ALMC

IOC

RS-232C (Non-protocol)

APM-A\E

Position within the system

CPU CPU

(ACDP) (ACDP)

COPY COPY

CRAM CRAM

2. Mounting Location/Condition
The mounting locations of this circuit card and the conditions related to mounting are shown below.

Mounting Module APM-A\E

00 01 02 03 04 05 06 07 08 09 10 11 12 13 14 15 16 17 18 19 20 21 22 23

PA-ME34

PA-ME34

PA-ME34

Note:

Note

For No. 1 sy s temFor No. 0 system

When ACDP is s ingle system configuration, this circuit card is mounted in Slot No. 08.

NDA-24282 CHAPTER 4

Page 79

Revision 1.0

PA-ME34 (CRAM)

3. Face Layout of Lamps, Switches, and Connectors
The face layout of lamps, switches, and connectors of this circuit card is shown below.

SW0

OPE

DMWE
DMWD

DMWDK

PZ-ME17

SW1

4. Lamp Indications
The contents of lamp indications of this circuit card are shown in the table below.

LAMP NAME COLOR STATE

OPE Green Lights when the CP U h as accessed to t h e RAM in this card .

DMWE R ed Li g h t s wh en the dat a me mo ry area of this card is in wri te ena b le st at e.

DMWD R ed

Lights when the data memory area of this c ard is in writ e inhibite d state as set by the
DMWDK switch.

CHAPTER 4 NDA-24282
Page 80
Revision 1.0

5. Switch Settings
Standard settings of various switches on this circuit card are shown in the table below.

PA-ME34 (CRAM)

SWITCH

NAME

DMWDK

SW0

SW1

SWITCH NO. SETTING

STANDARD

SETTING

UP Data memory area write inhibited

DOWN Data memory area write enable

1OFF×
2OFF×
3ON×
4ON×
5OFF×
6ON×
7OFF× Fixed
8OFF× Fixed

1

SW1-1 SW1-2

ON ON Write P ro tect is prov id ed.

OFF OFF Write Protect is not provided (Fixed).

2

Fixed

MEANING

Sets the RAM area to
$800000 ~ 8FFFFFH,
$C00000 ~ C7FFFFH

NDA-24282 CHAPTER 4

Page 81

Revision 1.0