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NEC 2400IMX User's Manual

1. 01 02 0 Joa sl ee B B LANI 2 19 9 o a o e LPM 5 o mio gt EE 9 E E E 8 zN H o ce S ee BASEU 10BASE T Straight BE cl HUB Note When the client MIS and IVR Host 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 INSTALLATION NAP 200 104 Sheet 1 1 Installation of Emergency Recorder Figures 3 11 and 3 12 show connection for an Emergency Recorder Emergency Recorder 48V RPTO Foto FUSE Power Receiving Terminal Figure 3 11 Connection of Emergency Recorder When Emergency Recorder Has Starting Terminal AC Speech Wires ty
2. No 8 1A 1 BOB 1 A08 No 9 3B 2 A18 I en Eh Boo 3 No 10 B19 4 A19 68 BoA 5 AoA No 11 iB 6 AIA i 8B BOB 7 No 12 2 98 BIB 8 19 108 9 aoc No 13 HB Bic hol 1 128 Bop 111 AoD 14 13 BID 12 I 14B BOE 13 0 No 15 158 14 AlE Y 16B 40 BOF 15 AOF 41 16 AIF ELC1 42 BOB 17 408 Front Connector Leads 43 B18 18 A18 44 Bog 19 No 8 45 B19 20 19 1 46 BOA 21 AOA No 9 4711 22 MA 1 BOB 23 AOB No 10 49 B1B 24 1 No 11 When using 16ELC CA A cable No 12 l CHAMP Connector Leads No 13 Boc 1 aoc A 2 No 14 BoD 3 1 BID 4 Dom BOE 5 AOE 6 AE BoF 7 AOF ELCO BIF 8 A1F Bog 9 B18 10 A18 No 8 09 11 B19 12 A19 No 9 BOA 13 AOA 14 AIA 10 40 BOB 15 1 41 16 No 11 42 Boc 17 aoc A 43 Bic 18 No 12 44 Bop 19 AOD 1 45 20 A1D No 13 46 BOE 21 AOE 47 22 ME No 14 48 BoF 23 AOF 1 49 24 AIF No 15 Figure 4 5 ELC Connector Leads Accommodation of PIMB 2 2 CHAPTER 4 NDA 24282 Page 108 Revision 1 0 d Connection Diagram PA 16ELCDD ELC Fro
3. Top Unit Single Configuration IMGO LOCAL I O BUS INT TSW MISCME To IMG 1 GTA GT t APINT 2 GTA I APINT To IMG 3 GTA APINT EXGT APINT CPRB A EMA SPGT HDD IOC FDD MISC BUS Dual Configuration IMGO LOCAL I O Ji BUS N INTO INT1 TSW MISCME lt To IMG 1 GTao t GTO GT j To IMG 1 gt SE rem RE To IMG 2 GTA F T GTA To IMG2 gt APINT 4 To IMG 3 GTA 7 t To IMG 3 gt l APINT 4 1 APINT CPRB A CPRB A SPGT SPGT EXGT1 HDD4Q EXGTO 5 HDD 1 EMA FDD Q FDD 1 f IOC 7 MISC BUS Figure 4 2 Position in IMGdxh NDA 24282 CHAPTER 4 Page 95 Revision 1 0 PA GT17 SPGT 2 Mounting Location Conditions The SPGT card mounts in the MISCME as shown below Mounting Module MISCME 3 Face Layout of Lamps Switches and Connectors The face layout of lamps switches and connectors of this circuit card is shown below OPE R gt MB 2 CLKALM Nat DSPP SW10 ALM CHAPTER 4 NDA 24282 Page 96 Revision 1 0 4 Lamp Indications PA GT17 SPGT The contents of lamp indications of this circuit card are shown
4. A System Data User Settings Tenant Settings Time Out Settings Update Agent Busy Loop Time 10 Emergency Retry Time 5 I List IVR Reclaim Retry Time 5 Call Complete Delay 7K IVR Maximum Ring Time 201 Close Wait Time Announcement 4 Force Release TEE Called Release 7 Monitor 10K Call Complete Release 7 6 Call Monitor 1 4 IVR Reclaim Call 7 Call Monitor 2 722 Call Recover 7 Connect Call 77 Status Check 7 3 Connect Error Audit 10 Update System Data Agent Busy Loop Time 5 0 15 IVR Reclaim Retry Time 3 to 10 IVR Maximum Ring Time 5 to 40 Emergency Retry Time 3 to 10 Call Complete Delay 3 to 15 Wait Time Announcement 2 to 10 Called Release 3 to 15 Call Complete 3 to 15 Call Monitor 2 to 10 Call Monitor 1 3 to 15 Call Monitor 2 3 to 15 Connect Call 3 to 15 Connect Error Audit 5 to 15 Force Release 3 to 15 CHAPTER 7 NDA 24282 Page 420 Revision 1 0 Monitor OAI Release IVR Reclaim Call Call Recover Status Check 5 to 15 31015 31015 31015 31015 24282 SYSTEM INFORMATION CHAPTER 7 Page 421 Revision 1 0 ACD BACKUP ACD Backup 1 Function This function provides the ability to save restore the entire ACD database The ACD database should be backed up frequently 2 For External ACD To back up the External ACD
5. Mounting Module PIMB 00 01 02 15 16 Note Indicates that the slots are a universal slot for line trunk circuit cards 3 Face Layout of Lamps Switches and Connectors The face layout of lamps switches and connectors of this circuit card is shown below N SW5 SW7 N OPE SW11 LS MB BL7 G SW6 BL4 G BL3 R BLO R swio 2 0 SW9 si SW8 ERS JACK SW1SW2 SW3 SW4 p CHAPTER 4 NDA 24282 E Page 136 Revision 1 0 PA 4DATA 4DAT 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 N OPE Red Remains lit while this circuit card is in make busy state BL4 Green Lights when the corresponding circuit circuits No 0 through No 3 is busy Flashes while message recording is in progress on the correspond circuit circuits No BL7 BLO Red Lights when the corresponding circuit circuits No 0 through No 3 is busy Flashes when the corresponding circuit circuits No 0 through No 3 is in make busy BL3 Flash state or is not assigned in the system NDA 24282 E
6. 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 ee a a a De ree ee ee re ee ree es oe re CHAPTER 7 NDA 24282 E Page 374 Revision 1 0 ALGSN Assignment of Telephone Station Data for NDM b STN is used to specify the Telephone number TYPE 2 TENANT STATION wowen NUMBER 2 1 2 1 2 1 2 1 2 1 2 1 2 1 2 1 2 1 2 1 2 1 2 1 2 1 2 1 2 1 2 1 2 1 2 1 2 1 2 1 2 1 2 1 2 1 2 1 2 1 2 1 2 1 2 1 2 1 2 1 2 1 2 1 2 1 2 1 NDA 24282 E CHAPTER 7 Page 375 Revision 1 0 PBX AND ACD COMMAND PROGRAMMING 2 2 ACD COMMANDS For NEAX2400 IMX Commands see Section 2 1 NEAX2400 IMX Commands in this chapter Table 7 2 ACD Command List COMMAND NAME DESCRIPTION ACDTN Assignment of ACD Tenant Data ACDSPL 3 Assignment of ACD Split Data ACDLOG Assignment of ACD Receiver ID Code ACDPSN Assignment of ACD Position Data ACDCCV 1 Pat Assignment of ACD CCV Data A
7. a LT Connector gt LTO LT1 LT2 LT3 LT4 LT5 LT6 LT7 LT8 179 LT10 LT11 Slot No gt 00 04 05 06 07 09 10 111 12 43 14115 16 17 118 19 20 21 22 23 Group PIMA ec en N eo EN o mM a Highway Block e ee e Figure 4 7 LT Connector Leads Accommodation of PIMU A 3 of 3 CHAPTER 4 NDA 24282 Page 118 Revision 1 0 PA 16ELCH 16ELC b LT Connector Lead Accommodation when this circuit card is mounted in PIMB When the mode is IGELC Mode and the APR J APA J is used LT Connector Accommodation Accommodated in 51241 Accommodation 2 71 LTO 2 4 6 7 9 Connector LT1 3 5 8 10 Connector LTO LT1 172 LT3 LT4 LT5 176 LT7 178 179 1110 SlotNo 04105 06 07 los 09 1011 12 13 114 15 lie 117 18 19 20 21 22 23 Group
8. cheese tae 95 PA JSELGDE ELO oh eee ee 99 PA IBELUH IBELG 395555 Lade ee EE 111 PO TBBLOTIBELG Lua qure b Gora acida papa ed load a bal A diu 124 2 gt gt 555 5 55 EROR EROR RR Eod ee eee ee eee RUP ROO del dien 135 PRADATEIDA suicide Un cid d aab Ger enon ab crm Vedi Rl SE qd 145 PASDTLA DU bbe ee RS eee heed dee gus 155 PAROS ETHER PUER CTUM 163 1 MBE PI eee donee ee eR 170 Chapter 5 Lice Dales ni ek ewes Cie vtl iode X Oeo ob ERR 178 ly cick dca woman PEUT TRUE 175 2 Baste Office Data Assignmeil auia ases stone meom bob It OO E Re 175 Ed CPN cuiua RR and Ge kon 176 2 2 ACD Ina Fusion Network Data 222 522 22254959 181 28 21 ACD Trunk In a Fusion Network 554555889555 184 2 2 2 Multiple ACDPs In a Fusion Network 186 AUD Serice
9. NDA 24282 E CHAPTER 7 Page 371 Revision 1 0 ALGSN Assignment of Telephone Station Data for NDM ALGSN Assignment of Telephone Station Data for NDM 1 General This command assigns the related data of the Telephone Number TELN corresponding to the physical station The data assigned by this command is written in Network Data Memory NDM of the Network Control Node NCN updating the NDM at each Local Node LN 2 Precautions 1 The ALGSN command is used to assign the Telephone Number TELN for a Network Control Node 2 TYPE parameter allows the user to choose the programming method of the physical station TYPE 1 LENS Telephone number to be given to the LENS 2 STN Telephone number to be given to the station 3 The system data assignment ASYDN SYS 1 INDEX 514 1 is needed to provide the Network Data Memory NDM 4 When the parameter TYPE is 1 LENS is used to specify the physical station number the assignment of the Fusion Point Code FPC entered by the AFMU command is required 5 For more details see the NEAX2400 IMX Fusion Network System Manual 6 All PBX and ACD Station Numbers must be added here for Fusion Network CHAPTER 7 NDA 24282 E Page 372 Revision 1 0 ALGSN Assignment of Telephone Station Data for NDM 3 Data Entry Instructions When assigning TYPE 1 LENS is used to specify the Te
10. NDA 24282 E CHAPTER 7 Page 363 Revision 1 0 ACNON Assignment of Conversion Number Data for NDM ACNON Assignment of Conversion Number Data for NDM 1 Note Function ACNON is used to direct a specified ringdown type trunk route to a specific monitored number monitored number is the same as a pilot number in Telephone number The monitored number is available for all nodes within Fusion network This command does not apply to self directing type trunks i e DID TIE Lines etc Precautions 1 Prior to this command program the monitored number by AMNON and ACDPLT 2 Assign the logical route number against each physical route number in ALRTN 3 Do not program the Direct in Termination service data against the route assigned by this command Parameters LGRT Logical Route Number 1 254 Must be Ring Down Trunk UGN User Group Number of Monitored Number Fixed 1 N_MNO Telephone number of Network Monitored Number as programmed in AMNON CHAPTER 7 NDA 24282 E Page 364 Revision 1 0 LOGICAL ROUTE NUMBER LGRT 1 254 ACNON Assignment of Conversion Number Data for NDM Conversion Number Data NDM Programming Sheet USER GROUP NETWORK MONITORED NUMBER NUMBER N_MNO UGN Max 5 digits NDA 24282 E CHAPTER 7 Page 365 Revision 1 0 AADT Assignment of Announcement Dic
11. 319 NAP 215 106 Center Closed 320 NAP IS WON s Re v HS 321 REGUS 44 REA eevee DEEP ganas 322 NAP 215 109 After Call Work 323 NAP 215 110 After Call Work Automatic sexa ene ORS REM GR CC UR 324 1 JNSSIBENIDEE uus ex bbb ror SOC OE Y DAE oU ERE E RC oe od vor 325 he XS VIO auos qus pen dep Osho eee x edd 326 NAP 215 113 Monitoring ACD 327 WAP 2197114 Night SEIS 554549906 xx somma qae dq pad eq GOED ERE Coheed A TES Ed iae 328 NAP 215 115 Abandoned Call Seah x oe Ire eee oes 330 NAP 215 116 Trunk Trouble Repol ug racc rc a RB Np aded d RR CER CHER 331 Chapter 7 PBA and ACD Command Programming esee xm inr xem o Rok 333 LE T 333 E dud uiid a dediti ui md aac add 333 21 MEAX2400 MX Commands 2 eee eons REE Kea m XH Ge de ee 333 ASYD Assignment or System Data da doe x ego ood Leia C d oda 334 ASYDL Assignment of System Data into Local DM LDM 338 A
12. NA Tenant Name TUM Default Access Code NAME Language for Operator Max 20 characters DE 0 5 Call 1 10 i 1 250 Outbound Personal Personal Queue Announcement Overflow For Access Code of IVR Answer Timer IVRNO ANSTM Number ward Priority 0 60 ANTNO PRI 0 58 1 255 NDA 24282 CHAPTER 7 Page 383 Revision 1 0 ACDSPL ASSIGNMENT OF ACD SPLIT DATA ACDSPL Assignment of ACD Split Data 1 Function This command is used to assign list print and remove ACD split data Each split is configured through this command for its answer mode after call status conditional thresholds and operationally related directory numbers and other split related data ffi Split Data Split Tenant Number 4 Split Hot Split Remove Dash Queue Dir Numbers Upon PBX Call List Recover Time Maximum Depth v Night Auto Work on Ring Agent Priority Queuing Auto Work on Answer Close Auto Answer Assist Auto Work on Dial Out Auto Ready After Call ueue When Vacant Require Tally Per Call Work Mode Emergency Auto Ready on Release Restricted Standard Calls CCV iti TimeOut Recorder Conditional Threshold Indexes While On PBX Call x Step v
13. Remove Call Control Vectors Transfer Numbers 1 List CCV Action Argument a Close 3 Close wo Oo Om e N 1 1 1 1 1 2 Precautions 1 2 CAUTION Changing a CCV while calls are in progress creates unpredictable results CCV changes should be made during low traffic periods Alternatively a new CCV can be created first and the pilot number can be changed to route to the new CCV GOTO steps should be used with caution to avoid programming an infinite loop When a call rings at an Agent s position the call will not continue through the CCV steps because the call is considered complete Maximum number of splits which an incoming ACD call can be queued to accomplished by any combination of QUEUE TO and COND QUEUE steps is four sixteen before after the PBX software Series 7400 and ACD software R3 A CCV can be used to define how an incoming call is handled at any time by programming the ACD Week Schedule ACDWS and or the ACD Holiday Schedule ACDHS commands It is recommended that the PAUSE step be programmed after an ANNOUNCEMENT step and that PAUSE be programmed at least as long as ANNOUNCEMENT The same CCV number cannot be assigned to multiple ACD tenant numbers The call
14. RS 232C Non protocol COPY COPY CRAM CRAM Position within the system APM A E 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 veaW Vd veaW Vd veaW Vd b Note For No 0 system For No 1 system Note When ACDP is single system configuration this circuit card is mounted in Slot No 06 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 DMWE DMWD swo E R gt DMWDK S PZ ME17 Swi 4 Lamp Indications The contents of lamp indications of this circuit card are shown in the table below LAMP NAME Lights when the CPU has accessed to the RAM in this card Lights when the data memory area of this card is in write enable state Lights when the data memory area of this card is in write inhibited state as set by the DMWDK switch CHAPTER 4 NDA 24282 Page 80 Revision 1 0 PA ME34 CRAM 5 Switch Settings Standard settings of various switches on this circuit card are shown in the table below SWITCH ST
15. Note indicates the mounting locations of this circuit card CHAPTER 4 NDA 24282 Page 44 Revision 1 0 PA CP53 CPU 3 Face Layout of Lamps Switches and Connectors The face layout of lamps switches and connectors of this circuit card is shown below 5 1 SWO SW2 L 1 L CPU OPE RS MBR CLKA COPA LANA DMWE RESET si SENSE 4 Lamp Indications The contents of lamp indications of this circuit card are shown in the table below LAMP NAME CPU OPE Green Remains lit while this circuit card is operating CLKA Red Lights when a microprocessor operating clock failure has occurred 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 connected with PA CC98 card Note DMWE Note Green Remains lit when the data memory in this circuit card is in write enable state When this circuit is used only as 98 is not used and thus this card is operating normally even if this lamp is lighting NDA 24282 CHAPTER 4 Page 45 Revision 1 0 PA CP53 CPU 5 Switch Settings Standard settings of various switches on this circuit card are shown in the table below SWITCH SWITCH STANDAR
16. XR 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 amp cose ese he 54 seuss be tsere tesi Sp X Rus 384 ACDLOG Assignment of ACD Receiver ID 389 ACDPSN Assignment of ACD Position Data 392 ACDCCV Assignment of ACD CCV 395 ACDPLT Assignment of ACD Monitor 400 AGDTG Assignment at ACD Trunk Group 402 ACDANA Assignment of ACD Analog Split Access Code 404 ACDIVR Assignment of ACD IVR 406 ACDHS Assignment of ACD Holiday 5 408 ACDHC Assignment of ACD Holiday Calendar 411 ACDWS Assignment of ACD Week 414 ACDCOM ACD Communications 417 So Si MOMMA acca SR REP E 418 noD B deems era 422 Chapter 8 syslen Opera seas noraida
17. Note Indicates universal slots for line trunk circuit cards CHAPTER 4 Page 146 Revision 1 0 NDA 24282 E PA 4DATB DAT 3 Face Layout of Lamps Switches and Connectors The face layout of lamps switches and connectors on this circuit card is shown below WR one N OPE MB SW5 SW3 ML7 SW6 SW1 MLO 3 A MB RQ 0 SW7 SW si MRCS R gt START JACK p SW4 JPO 4 Lamp Indications The contents of lamp indications of this circuit card are shown in the table below Remains lit while this circuit card is operating Remains lit while this circuit card is in make busy state Lights when the corresponding circuit No 0 through No 3 circuits is connected to a recording source Flashes while message recording is in progress on the corresponding circuit No 0 through No 3 circuit Lights when the corresponding circuit No 0 through No 3 circuits is busy Flashes when the corresponding circuit No 0 through No 3 circuits is in make busy state or has not been assigned in the system NDA 24282 E CHAPTER 4 Page 147 Revision 1 0 PA 4DATB DAT 5 Switch Settings Standard settings of switches on this circuit card are shown in th
18. New Holiday Schedule 2 Precautions Holiday schedules are only valid for pilot numbers using week schedule route 3 Parameters TENANT NUMBER Tenant Number 1 to 10 SCHEDULE START TIME HOUR MINUTE CCV INDEX CCV STEP CHAPTER 7 Page 408 Revision 1 0 Schedule Number 1 to 3 CCV start hour 0 23 CCV start minute 0 59 CCV index 1 to 900 CCV step 1 to 20 NDA 24282 ACDHS ASSIGNMENT OF ACD HOLIDAY SCHEDULE 4 Assignment and Deletion Procedure These flow diagrams show the procedure used to assign and delete ACD Holiday Schedule data START DESCRIPTION 1 1 Assign the Week Schedule 2 ACDHS 2 Assign the Holiday Schedule Assign the Holiday Calendar data schedule plus holiday DESCRIPTION 1 Remove the Holiday Schedule data Figure 7 8 Assigning and Removing Holiday Schedule Information NDA 24282 CHAPTER 7 Page 409 Revision 1 0 ACDHS ASSIGNMENT OF ACD HOLIDAY SCHEDULE ACD Tenant TN 1 10 CCV Start time Schedule Number CCV Index CCV Step 1 3 HOUR MINUTE 1 900 1 20 0 23 0 59 1 2 3 CHAPTER 7 NDA 24282 Page 410 Revision 1 0 ACDHC ASSIGNMENT OF ACD HOLIDAY CALENDAR ACDHC Assignment of ACD Holiday Calendar 1 Function This command is used to assign list print and remove Holiday
19. 10 26 Equipment Related to ACD System Liu uu cir cee ca REOR a RU at Ra RR Ca i 10 261 Agom 5 5 24252505 ree den eae ee eRe Res 10 202 SHDODUSOS POSON be d Re a ERR a f 13 3 Glossary ol TONNE 14 Chapter xd DER qua VER ETRRE REGES 19 19 19 2 1 Essential Gntieal Information 2 25 45 En CORRER E 19 B a aed y Sid sd DAR RU 21 3 1 Peripheral Equipment Installation assesses eR cee RR x E Oe RR Rae 21 NAP 200 101 Installation of ACD Agent 22 NAP 200 102 Installation of ACD Supervisory 25 NAF 200 1 BS ele sca ios Me RR oca Robot d a OR Rode EAS RE AE aes 28 NAP 200 104 Installation of Emergency 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 IVEUHOSL cusa y SERRE a
20. CR RSE ee HOMO REE vii LOTOF TABLE aaa d E RH NA E rq qx eee wR ae C veda qud wg da dr ix Chapter 1 See eee Pee LS OEE Del eem idi 1 Lh dace Dad 4 Ena kat X dr aped dod Ead ea A Rel anche d e bon c oq bed o deed ees 1 1 1 2 Related Reference Manuals 44544000 5444555 eR a SRE She B 1 3 Precaution on Using the ACD Features ici oi asco ee xke Rx be debe ACC ORA 2 Chapter 2 General ues aos ep OP ERO 3 1 xe t ERREUR a EM ER E ee 3 LI CIC SUD ios ac bed 3 12 66 ol scented oc exem eens donee EX Re eb eR RR CR epe de e es 3 2 gulam SPSCINGRUONS 644 4444 POPE CP RIO RE eo REE HOLDS DOE EROR 4 2A BEDS D ERE qb Se uu qd ada quei edge aeons 4 Se Jugis i is doe blood ver d GEOP Pup redis dco A 5 29 aye uu dc E weno RUINA HERES ads NX RASSE dq 6 Bd BSDRON so ho bb oe ged RPG ES Tes god ved OS duca 9 edad DAR TU SET 10 2 Interface Between ACD and 5
21. Power Relay Emergency Recorder MDF 16COT A No 0 circuit AG i CO No 1 circuit G Starting Wire 48V RPTO 9 G 11 ono Power Receiving Note Jf a power relay is used select an optimum relay by Terminal confirming the amplifiers current drain Figure 3 12 Connection of Emergency Recorder When Emergency Recorder Does Not Have Starting Terminal NDA 24282 CHAPTER 3 Page 29 Revision 1 0 INSTALLATION NAP 200 105 Sheet 1 1 Installation of Announcement Machine The standard announcement machine available is PA 4DATA or PA 4DATB 4DAT 4 Digital Announcement Trunk card The can be used by simply inserting it in the universal slot of PIM If a non standard announcement machine is used the connection method and the announcement trunk to be used as interface vary depending on the machine An example of this connection is shown in Figure 3 13 Announcement Machine No 0 circuit No 1 circuit Fuse Power Receiving Terminal Figure 3 13 Connection of Announcement Machine CHAPTER 3 NDA 24282 Page 30 Revision 1 0 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 cable connection refer to Figure 3 15 and for the Host connection refer to Figure 3 16 INSTALLATION Note When the client MIS and IVR H
22. 4 169 Revision 1 0 PA GT16 MBB PA GT16 MBB Memory Bus Buffer 1 Functional Outline This circuit card is used in the OAI module type for the NEAX2400 IMX and ICS OAI System It is a circuit card which repeats the memory bus on PA CP54 CPU card side to ETHER Ethernet Interface gate card CPU No 0 Sys CPU No 1 Sys PA CP54 PA CP54 Memory Bus No 0 System Memory Bus No 1 System MBB ETHER Ethernet PA GT16 PA CC98 ALMC PA AL16 Position within the system 2 Circuit Card Mounting Locations Conditions Mounting Module APM 00 01 02 03 04 05 06 07 08 09 10 11 9L19 Vd CHAPTER 4 NDA 24282 E Page 170 Revision 1 0 3 Locations of Lamps Switches and Connectors PA GT16 MBB The locations of lamps switches and connectors equipped on this circuit card are shown below ani SO LAN ALM MBRQ BUS 4 Lamp Indications The meaning of indication of each lamp on this circuit card is shown below LAMP COLOR MEANING OF INDICATION Remains lit while this circuit card and ETHER card are normally operating OPE LAN ALM Lights when the processor in ETHER card has become faulty or when ETHER card is not correctly connected with this circuit card NDA 2
23. say db SWITCH NO SETTING MEANING SW6 ON One time playback by Circuit No 0 Note Repeated playback by Circuit No 0 ON One time playback by Circuit No 1 Note OFF Repeated playback by Circuit No 1 ON One time playback by Circuit No 2 Note OFF Repeated playback by Circuit No 2 ON One time playback by Circuit No 3 Note OFF Repeated playback by Circuit No 3 5 6 7 x Not used ON Recording from a telephone set Normal setting Note For announcement like Automated Attendant etc set one time playback ON For At tendant Delay Announcement set repeated playback OFF SW7 1 OFF x Fixed 2 OFF x Fixed 3 OFF x Not used 4 OFF x Not used SWS UP Setting for recording start from a tape recorder START KEY or for playback start DOWN x Normal setting NDA 24282 E CHAPTER 4 Page 139 Revision 1 0 PA 4DATA 4DAT SWITCH STANDARD NAME SWITCH NO SETTING SETTING MEANING SW9 Note E Set to E while the circuit card is in use as an nouncement equipment only 0 Designation of Circuit No 0 The timer is 16 sec mode 1 Designation of Circuit No 1 The timer is 16 sec mode 2 Designation of Circuit No 2 The timer is 16 sec mode 3 Designation of Circuit No 3 The timer is 16 sec mode 4 Designation of Circuits No 0 and No
24. Note 1 For ACD system to be activated through Fusion network this data is programmed in the node providing ACDP only Other system data than INDEX2 must be set to all nodes to be provided ACD trunk Fusion within Fusion network Note 2 When changing this index from 02 normal setting for non OAI ACD system to 04 you must back up DM to the HDD of the system Note 3 Valid since the PBX software Series 7300 and the ACD software R1 NDA 24282 CHAPTER 7 Page 335 Revision 1 0 ASYD ASSIGNMENT OF SYSTEM DATA Note 4 Terminal Control Facility Indirect is used for displays LED functions and chimes for ACD positions The standard choice has both bit 1 and bit 2 set to 1 Note 5 Terminal Control Facility Direct is used for certain ACDP entries and displays from ACD positions Note 6 ASYD System Data 1 index 59 bit 2 must also be set to a 1 for this feature to operate SYSTEM DATA TYPE SYS SYSTEM DATA INDEX INDEX 0 255 DATA DATA 00 FF Hex System Data 1 Programming Sheet BIT CORRESPONDING DATA DATA 0 1 SYSTEM DATA CONTENTS DID busy condition 0 1 No Yes Note 1 ACD Announcement service 0 1 Out of service In service Note 2 Warning tone sent to the monitored position 0 1 No Yes Note 3 OAI ACD Service Note 4 0 ACD In Service 1 ACD Out of Service Line of the LCD for static ACD messages Break Ready etc display 0 1 top
25. 00 LT Connector Name LTO LT1 LT2 LTS LT4 LT5 LT6 LT7 178 LT9 LT10 LT11 SlotNo gt 00 01 02 03 04 05 06 07 08 09 10 11 12 13 14 15 16 17 18 19 20 21 22 23 Group PIMA ew e N A E En Highway Block e ee ee Figure 4 12 LT Connector Leads Accommodation of PIMU A NDA 24282 E CHAPTER 4 Page 141 Revision 1 0 PA 4DATA 4DAT b LT Connector Lead Accommodation when this circuit card is mounted in PIMB LT Connector Accommodation Accommodated 1 71 im Accommodated in M Accommodated in 3 71 LTO 2 4 6 7 9 Connector LT1 3 5 8 10 Connector LT1 3 5 8 10 Connector NJ O O1 CO 4 O O1 LT Connector Name gt LTO LT1 LT2 LT3 LT4 LT5 LT6 LT7 LT8 LT9 LT10 SlotNo gt 0 01 02 03 05 06 07 09 110 14 12 13 14 115116 17 1
26. 55355 LT Connector gt LTO LT1 LT2 LT3 174 LT5 LT6 LT7 LT8 179 LT10 LT11 SlotNo gt 01 02 03 0 Group PIMA 2 ew en eo 5 e Highway Block e Figure 4 3 LT Connector Leads Accommodation of 1 2 NDA 24282 CHAPTER 4 Page 103 Revision 1 0 PA 16ELCDD ELC LT Connector Accommodation Accommodated in LTO 2 4 6 8 10 Connectors LT1 3 5 7 9 11 Connectors toi bE MPND UA wN H SSNORROMES LT Connector gt LTO LT1 LT2 LTS 174 LT5 LT7 178 LT9 LT10 LT11 SlotNo gt 00 0102 03 04 05 06 07 08 09 110111 12 13 141151161471 18 19 20 21 22 23 Group PIMA 3 3 3 3 3 3 Highway Block a ee cee EE EE gg uS Mr Figure 4 3 LT Connector Leads Accommodation of PIMU A 2 2 CHAPTER 4 NDA 24282 Page 104 Revision 1 0 PA 16ELCDD ELC b LT Connector Leads Accommodation when thi
27. s edes b pbi d 259 Logar Wann E NOD a us un a peor a dodo de ORO Co DERE DR RO DOR RO C9 e 260 Monitoring ACD Supervisor AUD issues sss ewe epe Edu Vee 261 Multiple Customer Groups AUD 6 558 Leg ees RR 264 Multiple Supervisor Groups Splits ACD 266 MIS Operator Selection AGD 2 cccs ceded onu a ee dened dee bao CR ba ok RE 268 EE eee MOG gee Gee ae ose eases eee as 269 Mult Split Aene ADEL o v bos CA GSR EEE 271 Wight Serine AO cde ptem theses 275 Nons GE Gal 277 eee SOU sss abad tease dq LTT dades fas 278 Overloon cu sde ACD usas vem DX Vene vex vex dades Di E aS 279 Prise QUSSNNJ iq 280 Pilot Numbers NOD 282 Personal Emergency and Assist 283 CODE IE LL CL os qvo b Ee OSS KOE ae weaned 285 Release ACD Postion BODL ORES RES ORE 288 hing Delay s AbD oi oos ch ERGO dort deed doe e qd 289 290 Split Display ACD Position AUD cope EO EROGO ER ORR heeds
28. 8 DIP Switches NDA 24282 E CHAPTER 4 Page 167 Revision 1 0 PA CC98 ETHER DEFAULT SWITCH SETTING SETTING MEANING SW Continued Sets 0 corresponding to bit 11 of MAC address Sets 1 corresponding to bit 11 of MAC address Fixed Fixed Fixed Fixed Reference Relation between the value Setting of MAC address of 4 Bits and Switch Setting On LAN and TCP IP this circuit card can have the following Hex Switch Setting addresses and ports OH MAC Address 000032250xxxH 48 bits 1H 2H TCP Port Numbers 16 port numbers of 1024 1039 3H 4H 5H The last 12 bits of MAC address must be set by switches 6H SWO SW1 before starting up this circuit card 7H 8H Ex oH When MAC address is to be set to 000032250123H AH BH By dividing 12 bits into 4 bit units refer to the table on the CH right side and set the switches as shown below DH EH FH 1 0 0 Fixed not used Fixed setting When operating Rotary SW CHAPTER 4 NDA 24282 E Page 168 Revision 1 0 PA CC98 ETHER MODULE SWITCH SWITCH SHAPE REMARKS 12345678 1234 Fixed for the system NDA 24282
29. 2 5 C ed ya C is DaDa SDa i 6068 as D CDC E 4 5 e Uu CDC DOO cc GG 0 TALLY 5 ap a 35 S ES TN m Figure 3 8 Key Pads on Supervisory Position Keyboard D Series III CHAPTER 3 NDA 24282 Page 26 Revision 1 0 INSTALLATION NAP 200 102 Sheet 3 3 Installation of ACD Supervisory Position 2 D Series E c NEC CA OEEO CW MON BARGE NIGHT CAS TRKTRBL RECALL ACDCALL LINE 000000000 o o ooo o o o e o ero O WORK 42200200250 Oar 25 2 UJ D m gt A FLEX KEY Figure 3 9 Key Pads on Supervisory Position Keyboard D Series E NDA 24282 CHAPTER 3 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 00 01 02 03 04 05 06 07 08 09 10 11 12 13 14 15 16 17 18 19 20 21 22 23
30. ACD Calls Agents ACD Calls Fusion Network CHAPTER 5 NDA 24282 E Page 186 Revision 1 0 OFFICE DATA DESIGN Service Conditions ACDP can be accommodated in all fusion nodes The maximum number of Status Monitoring Requests to a terminal including Trunk is decided by the system data maximum of eight ports available including ACDP UAP Note that the normal operation is not guaranteed if Status Monitoring is requested to a terminal from more than the number of ports for example the case DID Trunk is managed by more than the designated number of ACDPs Do not establish such a network configuration UAP for Status Monitoring Request using SMFR Status Monitoring Request from is available by using the ports other than ports used for Status Monitoring Request from ACDP Multiple ACDPs can be used for ACD Trunk for Fusion and ACD stand alone the ACDP provides ACD function in the self node only in a Fusion Network However only one ACDP can be used for AGENT ANYWHERE in a Fusion Network The destination node ACDP for ACD incoming calls is designated on a monitor number basis using ACD PLT command ACD trunk basis Note that the same monitor number cannot be assigned at multiple nodes using ACDPLT Agent positions to be controlled from different ACDPs cannot be ac
31. PAGE No ISSUE No PAGE No ISSUE No 4 5 4 5 143 1 181 1 144 1 182 1 145 1 183 1 146 1 184 1 147 1 185 1 148 1 186 1 149 1 187 1 150 1 188 1 151 1 189 1 152 1 190 1 153 1 191 1 154 1 192 1 155 1 193 1 156 1 194 1 157 1 195 1 158 1 196 1 159 1 197 1 160 1 198 1 161 1 199 1 162 1 200 1 163 1 201 1 164 1 202 1 165 1 203 1 166 1 204 1 167 1 205 1 168 1 206 1 169 1 207 1 170 1 208 1 171 1 209 1 172 1 210 1 173 1 211 1 174 1 212 1 175 1 213 1 176 1 214 1 177 1 215 1 178 1 216 1 179 1 217 1 180 1 218 1 ISSUE 1 ISSUE 2 ISSUE 3 ISSUE 4 DATE SEPTEMBER 2000 DATE DATE DATE ISSUE 5 ISSUE 6 ISSUE 7 ISSUE 8 NEAX2400 IMX CallCenterWorX Enterprise ACD System Manual Revision Sheet 3 7 NDA 24282 PAGE No ISSUE No PAGE No ISSUE No 4 5 4 5 219 1 257 1 220 1 258 1 221 1 259 1 222 1 260 1 223 1 261 1 224 1 262 1 225 1 263 1 226 1 264 1 227 1 265 1 228 1 266 1 229 1 267 1 230 1 268 1 231 1 269 1 232 1 270 1 233 1 271 1 234 1 272 1 235 1 273 1 236 1 274 1 237 1 275 1 238 1 276 1 239 1 277 1 240 1 278 1 241 1 279 1 242 1 280 1 243 1 281 1 244 1 282 1 245 1 283 1 246 1 284 1 247 1 285 1 248 1 286 1 249 1 287 1 250 1 288 1 251 1 289 1 252 1 290 1 253 1 291 1 254 1 292 1 255 1 293 1 256
32. Monitor Number in the remote node via outgoing trunk route NDA 24282 E CHAPTER 5 Page 183 Revision 1 0 OFFICE DATA DESIGN 2 2 1 ACD TRUNK IN A FUSION NETWORK General Information To use the ACD services in a Fusion Network any ACD calls can be picked up from ACD positions in a node providing ACDP using ACD trunk in the remote node Note ACD calls terminated at the trunk in the remote node can be handled by ACD positions in any node irrespective of the self or remote node or providing ACDP or not since the PBX software Series 7300 For details see A 133A Agent Anywhere ACD in Section 3 of this chapter Network Configurations Examples AVAILABLE a One ACDP manages all nodes in b Two ACDPs manage individual system at each Fusion network ACDP2 manages only PBX4 PBX4 is ACD stand alone system Fusion Network Fusion Network UNAVAILABLE c Two ACDPs manage the same nodes in Fusion network Multiple ACD for Agent Anywhere cannot exist in a Fusion Network Fusion Network CHAPTER 5 NDA 24282 E Page 184 Revision 1 0 OFFICE DATA DESIGN Data Programming Step 1 ASYDL ACD for Fusion Network This data must be set for all nodes to be provided ACD service SYS1 INDEX512 FPC number of the self node 1 253 SYS1 INDEX865 FPC of the node providing IP When IVR is used this data is necessary SYS1 INDEX866 FPC of the node providing built in ACDP Note 1 The
33. Note When setting SW02 7 SWI2 7 to ON set SWO02 1 SW12 1 to ON also NDA 24282 CHAPTER 4 Page 87 Revision 1 0 1002 IOC 6 External Interface The RS connector leads accommodation of this circuit card is shown below RS Connector Leads Accommodation RSO Connector TI TH TI FTH mm im TI TI TI mm oO TI TI TI TI TI RSO ZZN 9101 gt 99 01 o2 03 04 05 06 07 08 09 10 11 12 13 14 15 16 17 18 19 20 21 22 23 APM A E V c0Ol Vd Figure 4 1 RS Connector Leads Accommodation CHAPTER 4 NDA 24282 Page 88 Revision 1 0 PA IO02 A IOC SWITCH SETTING SHEET MODULE SLOT NO MEA SWITCH SHAPE REMARKS APM A E 04 MB an UP Circuit card make busy MB REQ m DOWN Circuit card make idle OFF LINE ek ET SWO ON 12345678 1 0000000 SW3 1234 SWOI 12345678 SWO02 12345678 SWII ON 12345678 SW 12 f 12345
34. SETTING Circuit card make busy Circuit card make idle Fixed Not used Not used ACDPO System No 0 Mounted in Slot No of APMAO standard setting ACDPO System No 1 Mounted in Slot No of APMAO standard setting ACDPI System No 0 Mounted in Slot No of APMA1 ACDPI System No 1 Mounted in Slot No of APMAI ACDP2 System No 0 Mounted in Slot No of APMA2 ACDP2 System No 1 Mounted in Slot No of APMA2 Not used Not used NDA 24282 CHAPTER 4 Page 93 Revision 1 0 PH BS16 PBI SWITCH SETTING SHEET MODULE SLOT NO MEA SWITCH SHAPE REMARKS UP Circuit card make busy DOWN Circuit card make idle 7 Fixed CHAPTER 4 NDA 24282 Page 94 Revision 1 0 PA GT17 SPGT PA GT17 SPGT 1 Function This circuit card is used when the MISCME module is required This circuit card provides flow control and terminates the extention of the MISC bus This circuit card also controls the alarm LEDs equipped in the
35. 9e dor god 217 Bad Call AOL uu uc can accen Aqu dur Rola hed NGA RR 219 Gall Distribution to Agents AGD ios zie 64304 TERRAE RE UD PA cR AC RR acd 220 Gall Transier Td Split Queue AUD REGE 222 Call Waiting Indication LCD Display CW Lamp 224 Parly identification AUD occas ok dq sdb xod ade ERA GRAS LIS 225 toa Gase 227 Call Waning Lamp with ACD 2 26 225555425 weds 235 Call Forwarding Spit ACD oo 236 Call Recover S ADS Ld esit ee ese se SWE Sele TER ir 238 Connection Elsplays ACD ere ES EE 239 Do Not BD us 242 Emergency Recorder ADD AR 244 Funcion Groups ACD 248 ID Codes ADD css rb RIED 249 Holiday Scheduling ACD ous be eee Per P pee Eu rape e qb RC rds 251 Hol Spb chier xd Db ER PREX ETUR AP pP bad 252 Intolink Data Messages euer RR RRERRRRRREEREXGRHAEREREXRAERES 254 Logon bogott FoSIUBH s D ausu e e scar uw ae Sb RERO OA EROR c CR MSN Pe os 257
36. ACD Agent E Position 22 ACD Agent 222 Position 05 Split Group Supervisory Z Position 05 Supervisory Z Position NEAX2400 ACD System ELC MIS Printer Trunk Group Trunk Group Figure 2 7 NEAX2400 CallCenterWorX Enterprise ACD System Configuration CHAPTER 2 Page 14 Revision 1 0 NDA 24282 Note Trunk Group GENERAL INFORMATION A group organized according to routes of trunks which transmits calls incoming to or originated from the ACD System 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 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 Supervisory position ACD Group Tenant ACD Group Tenant NEAX2400 IMX Figure 2 8 ACD Group Configuration NDA 24282 CHAPTER 2 Page 15 Revision 1 0 GENERAL INFORMATION e Split The unit of division of an ACD group according to functions Each split is composed of a queue to hold incoming calls temporarily agent positions to answer the incoming calls and a group supervisory position e Queue
37. Swo 7 SWO 7 ON Up to 16 circuits can be connected Only voice is used OFF Up to 8 circuits can be connected Simultaneous communications of voice and data use of Data Adapter can be utilized Make this setting when using Data Adapter Up to 16 circuits can be connected Up to 8 circuits can be connected Simultaneous communications of voice and Simultaneous communications of voice and OFF data use of APR J APA J cannot be serviced data use of APR J APA J can be serviced When either data or voice is used by changing over with APR J APA J NDA 24282 CHAPTER 4 Page 115 Revision 1 0 PA 16ELCH 16ELC 6 External Interface Accommodation of theLT connector leads of this circuit card and connecting route diagram are shown be low a LT Connector Lead Accommodation when this circuit card is mounted in PIMA e When the mode 15 16ELC Mode Single Port Mode LT Connector Accommodation Accommodated in 71 in 72 1 LTO 2 4 6 8 10 Connector LT1 3 5 7 9 11 Connector LT Connector gt LTO LT1 LT2 LT3 LT4 LT5 LT6 LT7 LT8 LT9 LT10 LT11 SlotNo gt 00 01102 04105 06 07 los log 10 11 12 113 114 115 lie t7 18 19 20 21 22 23
38. PIMB Highway Block en eco e en eoo A eN et eco E o eco a eco eoi e eo Figure 4 8 LT Connector Leads Accommodation of PIMB 1 of 3 NDA 24282 CHAPTER 4 Page 119 Revision 1 0 PA 16ELCH 16ELC LT Connector Accommodation Accommodated in LTO 2 4 7 9 Connector LT1 3 5 8 10 Connector LT Connector gt LTO LT1 LT2 LT3 LT4 LT5 LT6 LT7 LT8 179 LT10 SlotNo gt 00 04105 06 07 los 09 1011 12 113 14 15 16 117 18 19 20 21 22 23 Group PIMB Highway Block 222020 20 2 819 0226519 9 11 135 7 911 e e Figure 4 8 Connector Leads Accommodation of PIMB 2 of 3 CHAPTER 4 NDA 24282 Page 120 Revision 1 0 When the mode is SDLC Mode and the APR J APA J is used PA 16ELCH 16ELC LT Connector Accommodation Accommodated in 771 LTO 2 4 6 7 9 Connector KO Po J ENEA EREE E NOJA Accom
39. XX XX XX XX 2 XX XX XX XX XX XX XX XX 00 0 O OG 2 Print out information typical Bad Call Notification 20 ACD trunk connection e ACD Trouble Kind 01 ACD trunk trouble key 14 ACD reset start 15 Insufficient ACD memory 16 Insufficient ACD call record 17 Excessive business station on ACD calls 18 Excessive calls queued 21 Unknown Pilot No called 24 Illegal execution of ACD timeout procedure 30 ACD pointer error detection and recovery 33 ACDP reset completion 34 Call recovery failure on unknown Pilot No 37 ACD Traffic incoming Capacity Over Note 99 ACD processing trace stored Note Since the PBX software Series 7300 and the ACD software release 2 When 01 Hex 9 60 Information on Calling Party Station 9 My Line No Station 00 Trunk Route No 6 6 Trunk No 0 60 00 00 9 0 Information on Calling Party Station Station No Q 00 Trunk 9 0 Route No Trunk No NDA 24282 E CHAPTER 9 Page 441 Revision 1 0 SYSTEM MAINTENANCE 3 9 Information on Held Party or 3rd Station Trunk in 3 party connection Station G Station No 6 00 Trunk G Route No Trunk No When 14 Hex 9 Issue of ACDP First digit of decimal place Issue of ACDP Second digit of decimal place When 21 Hex 9 6 Information on Calling Party Station 9 6 My Line No Stati
40. Fixed Fixed When ACDP is provided by dual system con figuration When ACDP is provided by single system con figuration Fixed Sets Ready Alarm Detect Timing to longer than 48 sec Sets Ready Alarm Detect Timing to longer than 6 sec Sets the interval of C Level interrupt to 4 msec Sets the interval of C Level interrupt to 16 msec NMI input from an external memory system is inhibited NMI input from an external memory system is not inhibited Fixed Equipped with 1 5 MB CRAM area Equipped with 3 MB CRAM area Fixed Fixed Fixed CRAM PA ME34 mounted NDA 24282 CRAM PA ME34 not mounted CHAPTER 4 Page 75 Revision 1 0 PA CP54 CPU SWITCH STANDARD SETTING OF EPROM When equipping 1M bit EPROM IC When equipping 2M bit EPROM IC standard When equipping 4M bit EPROM Not used When equipping 1M bit SRAMIC When equipping 256 K bit SRAM IC SETTING OF ROM AREAS When providing 1MB of F00000H FFFFFFH When providing 2MB of F00000H FFFFFFH and 00000 OFFFFFH standard setting When providing 4MB of 00000 FFFFFFH and 00000 2FFFFFH When providing EE0000H EFFFFFH and 00000 E3FFFFH as RAM areas When providing EE0000H EFFFFFH as RAM area When equipping 256 kbit SRAM IC as parity
41. Release by supervisory position Apply the test procedure above to all splits After MON key is pressed BARGE is displayed At that time monitoring is abandoned by one of the following operations Dial 1 Three party conference will be established Press MON key again CHAPTER 6 Page 322 Revision 1 0 NDA 24282 E ACD SERVICE FEATURES FUNCTIONAL TEST PROCEDURES NAP 215 109 Agent Position COT Sheet 1 1 After Call Work Manual A g START END Log off all ACD agent and supervisory positions then log on only one position C O trunk incoming Place C O trunk call from station A to station C Incoming at ACD agent position Answering by ACD agent position After Call Work activation Press the WORK key so that the WORK lamp illuminates C O trunk incoming Place a trunk call from station B to station D Release by ACD agent position The agent position can end communication with station A by pressing the RELEASE key Confirmation of After Call Work mode Check that when the agent position release the next call is not terminated at it Release of After Call Work mode Press the WORK key again so that the WORK lamp goes out Incoming at ACD agent position Answering by ACD agent position The agent position starts communication with station B Release by ACD agent position Apply the
42. The agent presses the LOGON key the LOGON lamp is turned on a greeting is provided and the split the user logged onto is displayed The console is placed in the Work mode with the Manual Auto answer mode set to the split s default The WORK key must be pressed before the agent can begin taking calls Logoff Procedure with or without ID codes 1 The agent or supervisor may log off the system while in Break mode Work mode or while ready to take calls 2 The agent presses the LOGON key at this time Several displays will cycle on the display for four seconds each a A farewell greeting for example GOODBYE RENEE NDA 24282 E CHAPTER 5 Page 257 Revision 1 0 LOGON LOGOFF POSITION ACD b The time since logon in hours minutes and seconds for example SHIFT 6 38 08 c The number of incoming calls handled for example ACD CALLS 138 d calls were handled the average time spent with each call in minutes and seconds for example AVG TALK 1 30 e The cumulative amount of time spent in Work mode during the shift in hours minutes and seconds for example WORK 2 07 25 f The cumulative amount of time spent in Break mode during the shift in hours minutes and seconds for example BREAK 1 02 41 g Finally the display shows VACANT SERVICE CONDITIONS 1 When a vacant position displays R I P Reset In Progress it indicates that the system is unable to communicate with the telephone instrume
43. Application Type 05 07 MIS Faulty Logical Port No Error Kind ERR 01 SEND Execution Error 02 RECEIVE Execution Error 03 TCP IP Connection Error 04 Connection Error B level Infinite Loop etc 5 Port Capacity Over NDA 24282 E CHAPTER 9 Page 447 Revision 1 0 SYSTEM MAINTENANCE 4 FAULT DIAGNOSTICS 4 1 FAULT INFORMATION AND FAULT DIAGNOSTICS Alarms are indicated or system messages are displayed if errors occur within the NEAX2400 IMX CallCenter WorX Enterprise ACD system By collecting fault information promptly the fault can be diagnosed and recovery operations can be started quickly Figure 9 2 shows the flow from the occurrence of a fault to its diagnostics Fault Occurrence X Fault Information Collection Alarm System Message Fault detected during routine maintenance en 4 2 Diagnostics from System Messages Figure 9 2 Flow from Fault Occurrence to Fault Diagnostics CHAPTER 9 NDA 24282 E Page 448 Revision 1 0 SYSTEM MAINTENANCE 4 2 DIAGNOSTICS FROM SYSTEM MESSAGES Figure 9 3 shows the operations from the diagnostics based on system messages to the identification of the cause of fault Diagnostics from System Message Determination of Faulty Circuit Card or Equipment ___ Identifies the cause of fault by analyzing the displayed system message 4 R TCP IP Link Failure See S
44. B OPEO B OPE1 TR BSY RV BSY M OPE NDA 24282 CHAPTER 4 Page 91 Revision 1 0 PH BS16 PBI 4 Lamp Indications The contents of lamp indications of this circuit card are shown in the table below LAMP NAME Remains lit while the CPU which controls this circuit card is in ACT state Lights with PBI Make Busy switch and MB switch turned on OPE Lights when the CPU has accessed to this circuit card ACT PWRALM Lights when the On Board Power Supply equipped on this circuit card is faulty EQBY Remains lit while the circuit card is in equipment busy state Remains lit while BUS No 0 of this circuit card is data transmitting and receiving B OPEO Lights when BUS No 0 of this circuit card has been placed into make busy state by SP or PBI Make Busy switch has been turned on Remains lit while BUS No 1 of this circuit card is data transmitting and receiving Lights when BUS No 1 of this circuit card has been placed into make busy state by SP or PBI Make Busy switch has been turned on Lights when the send memory of this circuit card is busy Lights when the receive memory of this circuit card is busy Lights when the data have been received from M BUS CHAPTER 4 NDA 24282 Page 92 Revision 1 0 PH BS16 PBI 5 Switch Settings Standard settings of various switches on this circuit card are shown in the table below STAN SWITCH NAME SWITCH SETTING DARD MEANING
45. Middle ACDP Dual System Down ACDP Single System MG SW3 0 Single CPU Systems 9 Multi CPU Systems 2 and 4 ON Fixed Alarm Bus 4 ON Dual ACDP 4 OFF Single ACDP 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 ModuleType ACD The card provides FIFO for mutual I O bus connections for processor communication between the system CPU and the ACDP TSW INT Extended 8 bit I O Bus 8 bit I O Bus b b 8 bit I O Bus 32 bit MEM Bus cPU T cPU ECPY ACD Module MEM MEM Position within the system 2 Mounting Location Condition The mounting location of this circuit card and the condition related to mounting are shown below Mounting Module LPRJ A v T 9 Q N N ZecOd Hd ZeOd Hd Ys Note Note This circuit card is mounted in one of Slot No 00 02 CHAPTER 4 NDA 24282 Page 64 Revision 1 0 PH PC21 APINT 3 Face Layout of Lamps Switches and Connectors The face layout of lamps switches and connectors of this circuit
46. gt LTO LT1 LT2 174 LT5 LT6 LT7 LT8 179 LT10 SlotNo gt 0 01102 03 04 05 loe 07 los log 10 11 112 113 114 115116 117118 19 20 21 22 23 Group PIMB 3 3 3 3 3 Highway Block a t x C T ee 9 11 1 3 5 7 9 11 gt eee Figure 4 4 LT Connector Leads Accommodation of PIMB 2 2 CHAPTER 4 NDA 24282 Page 106 Revision 1 0 c Front connector leads accommodation PA 16ELCDD ELC Leads from No 8 15 circuits come out to the front connector of the circuit card The front connector leads are shown below ELC Connector Leads Accommodation No 8 Front Connector Leads CHAMP Connector Leads No 9 No No No No No No E When using 16 ELC cable 4 gt 4147940404044 Figure 4 5 ELC Connector Leads Accommodation of PIMB 1 2 NDA 24282 CHAPTER 4 Page 107 Revision 1 0 PA 16ELCDD ELC ELC2 Front Connector Leads CHAMP Connector Leads
47. 9 11 1 3 5 7 9 11 Figure 4 11 Connector Leads Accommodation of 3 of 3 NDA 24282 E CHAPTER 4 Page 133 Revision 1 0 PA 16ELCJ 16ELC NEAX2400 ICS ELC MDF AO AO Y I MERE ptem Rosette Figure 4 11 Connecting Route Diagram SWITCH MODULE SLOT NO NAME Switch Setting Sheet SWITCH SHAPE REMARKS CHAPTER 4 Page 134 Revision 1 0 NDA 24282 E Circuit card make busy cancel PA 4DATA 4DAT PA 4DATA 4DAT 1 Function This circuit card is a trunk card which supports the announcement function for a maximum of four lines without external announcement equipment A message for an announcement recorded in this circuit card can be rewritten in any way desired TSW C O Line Tie Line Position within the System 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 A 00 01 02 Note e Indicates that the slots are a universal slot for line trunk circuit cards NDA 24282 E CHAPTER 4 Page 135 Revision 1 0 PA 4DATA 4DAT b When this circuit card is mounted in PIMB
48. A 93A ALTERNATE NIGHT CCV ACD GENERAL DESCRIPTION Alternate Night CCV provides custom routing on a per Pilot Number basis for incoming ACD calls which encounter splits in the night mode This feature is activated only when a split is in night mode Consequently if a split is in Call Forward mode the Alternate Night CCV assigned to the Pilot Number will not be checked Several incoming Pilot Numbers can be directed to a common split for answering of calls during the daytime When the split is placed in Night Mode a new Night CCV is specified to handle the calls Calls to Pilot Numbers which do not specify an Alternate Night CCV will be routed to the split s Night CCV OPERATING PROCEDURE 1 An ACD position puts the split into night mode via the NIGHT key 2 New calls arriving at this time will route to the Alternate Night CCV specified for the Pilot Number dialed 3 If the Pilot Number dialed does not have an Alternate Night CCV then the split s night destination is used as a default SERVICE CONDITIONS 1 Alternate Night CCV will be used if and only if the call is not yet queued to any split and the current split being checked is in the Night Mode 2 Alternate Night CCV cannot be CCV Index 1 CCV Step 1 only CCV Index 2 through CCV index 900 and CCV Step 2 through 20 are allowed 3 Incoming calls to Pilot Numbers without an Alternate Night CCV will follow the Night Mode programmed for the split PROGRAMMING Step 1
49. Designates the CCV index to use when recovering stranded CCV index calls 0 not used 9200 Successful Specifies the announcement to be connected to an analog feature agent notifying that a feature activation was successful 0 activation none 0 58 0 optional announcemen t Supervisor Specifies whether this position is allowed to use supervisor Allow Do Not tally oh codes Tally Oh codes Do Not optional Allow Allow Tenant name Name printed at the top of reports up to 20 blank characters Tenant Reference number for the tenant 1 10 required number Transfer Priority of a transferred call when presented to a pilot number 1 high 15 priority 250 low Transfer Digits to be dialed for each Transfer To CCV step that numbers references this number Only digits 0 9 are allowed This is up to 22 2 25 blank optional only required when there is a TransferTo step referencing digits it Trunk group Name to be displayed when a call is answered at an ACD up to 20 blank optandi name position characters Trunk group Number that references a trunk group route 1 254 1 number Trunk circuits Used for activating deactivating the trunk s circuits as ACD 1 255 101 required circuits trunks Trunk priority The priority used when queueing ACD trunk calls to a pilot 1 high 1 required number 250 low Week A list of entries to be followed when a week sched
50. Group No PIMA 0 1 2 34 5 6 7 8 91011 Highway Block e ee Figure 4 7 Connector Leads Accommodation of PIMU A 1 of 3 CHAPTER 4 NDA 24282 Page 116 Revision 1 0 PA 16ELCH 16ELC LT Connector Accommodation Accommodated in cmm LTO 2 4 6 8 10 Connector LT1 3 5 7 9 11 Connector LT Connector gt LTO LT1 LT2 LT3 174 LT5 LT7 178 179 LT10 LT11 SlotNo gt 014109210310 Group PIMA Highway Block e Figure 4 7 LT Connector Leads Accommodation of PIMU A 2 of 3 NDA 24282 CHAPTER 4 Page 117 Revision 1 0 PA 16ELCH 16ELC When the mode is SBDLC Mode Dual Port Mode LT Connector Accommodation Accommodated in t Accommodated in 72 1 Accommodated 73 4 LTO 2 4 6 8 10 Connector LT1 3 5 7 9 11 Connector LT1 3 5 7 9 11 Connector amp O Co 4 O O1 4 Co 4 O O1 4 Co 4 O O1 AMN
51. Number of ports for SMEN terminal ASYDL SYS1 INDEX864 b4 5 Others Check the destination node is PBX1 or PBX2 in Figure 5 4 If PBX1 or PBX2 is required to be transferred ACD calls from other ACD systems data programming and software install of PBX3 to PBXI data programming and software install of PBX4 to PBX2 are required ACD incoming calls are not distributed using alternate routing function when system is down or con nection trunks are all busy NDA 24282 E CHAPTER 5 Page 195 Revision 1 0 OFFICE DATA DESIGN Data Programming SCF Return Error Detail Notification ASYD SYS1 INDEX241 b3 1 ACD data programming see ACDCCV command data in item 4 g LCD display is not operated normally on ACD agent positions Software Install Software install for extending the number of ports for SMEN terminal function Basic ACD Option Service software APL 0809 Series 7400 or later release Data Programming Number of ports for SMEN terminal ASYDL SYS1 INDEX864 b4 5 ACD data programming ACD position data in ACDPSN command is duplicated at multiple nodes 3 ACD SERVICE FEATURE This section explains general description operating procedure service condition and programming procedure for the following ACD service features Table 5 2 ACD SERVICE LIST FEATURE CODE SERVICE NAME A 31A Abandoned Call Search ACD A 34A As
52. 06 07 08 09 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 01 03 05 07 09 11 13 15 17 19 21 23 01 03 05 07 09111 13 15 17 19 21 Group No gt 00 02 04 06 08 10 12 14 16 4g 20 22 00 02 04 06 08 10 12 14 16 18 20 PIME 1 2 311121 311 213111 213 1121 31 11 21311 21311 2 Highway Block gt ote UNT gine ls ga oie Figure 4 16 LT Connector Lead Accommodation CHAPTER 4 NDA 24282 E Page 152 Revision 1 0 PA 4DATB DAT 7 Reference How to Record a Message Prior to your recording set switches the DAT card according to the following example SWITCH SETTING DESCRIPTION Timer Value for Channel 0 3 240 sec Circuit Card Timer 60 sec A law u law A law External Music Source An nouncement Equipment Announcement Equipment Single Repeated Playback Repeated Playback Channel Designation 240 sec mode SWITCH SETTINGS ON DAT Example 240 sec mode e Connect a tape recorder to the DAT card with a cable Front DAT Tape Recorder Jack 1 C q YC earphone jack 3 6 Turn On the MBRQ key to make busy a channel to be recorded To record a message in the 240 sec mode all circuits must be placed into MB state Turn the WR key upwards The corresponding BL lamp lights green indicating the t
53. 20 12 16 20 PIMC 112131112131 2 3 1 2 3 1 21311 213 Highway Block e 9 1 ee 2 e amp 4 e 6 ee i ee 8 e 8 10 p Figure 4 15 LT Connector Lead Accommodation PIMU A NDA 24282 E CHAPTER 4 Page 151 Revision 1 0 PA 4DATB DAT Mounting Module PIME Accommodated in 1 7 Accommodated 2 F Accommodated in 3 71 LTO 2 4 6 8 10 12 14 Connector LT1 3 5 7 9 11 13 15 Connector LT1 3 5 7 9 11 13 15 Connector 26 1 26 E 1 FM 26 1 27 2 2 2 27 2 28 3 28 3 28 3 29 4 29 4 29 4 30 5 30 5 30 5 31 6 31 6 31 6 32 7 32 7 32 7 33 8 33 8 33 8 34 9 34 9 34 9 35 10 35 10 35 10 36 11 36 11 36 11 37 12 37 12 37 12 38 13 38 13 38 13 39 14 39 14 39 14 40 15 40 15 40 15 41 16 41 16 41 16 42 17 42 17 42 E 17 FM 43 18 43 18 43 18 44 19 44 19 44 19 45 20 45 20 45 20 46 21 46 21 46 21 47 22 47 22 47 22 48 23 48 23 48 23 49 24 49 24 49 24 50 25 50 25 50 25 LTO LT1 LT2 LT3 LT4 LT5 LT6 LT7 LT8 179 LT10 LT11 LT12 LT13 LT14 LT15 V V Slot No gt 00 01 02 03 04 05
54. 425 I S RA e o DEAREST dee RES 425 2 Operation of Dterm Agent Position Supervisory 5 426 21 scrissi 99 SEE Ru ORE abe ex Rue xx pde RE NER RES 426 Ea a dca bes Rupee nO o pcr aptata cu prata eee 428 29 Won Mode x deere ee nee endo Ede ex oed pde e pde Fel to wee Fae eo 429 Ed dares OSES 430 431 431 8 222245534543 ne res 432 cg 432 CES 00500 gaa 433 210 Emergency Rotondo SMES Eee ab Rar 433 2 11 Monitoring Supervisory s Rue ORE e OR OR eas 434 3 ACD System Restan Processing CORR RUE OR E o edd 434 Chapter 9 System 5 22222 2 4 48 4 Rede Eee ERE Rede qe 435 1 EUER UTC aha EET 435 2 cb vost Eua 436 Daly 22222 Rp ood beoe X RA RR o e Poo 436 2 1 1 The Relationship betw
55. A number used for routing calls to a CCV or a Week Schedule Priority at which a trunk call is placed in queue to a split Defines the routing method for pilot number such as CCV or Week Schedule See ACDCCV and ACDWS A hunt group of ACD positions Specifies which splits a position can take calls from A software delineation between multiple groups that share a PBX or ACD system e g multiple companies which share the same switch or separate divisions of one company that share an ACD systems Name associated with the occupant or user of an ACD system Number associated with the occupant or user of an ACD system Priority at which a transferred call will be handled Route number associated with ACD A schedule consisting of a list of CCVs to be used in routing calls when the Week Schedule method of routing has been designated See ACDWS ACDPLT and ACDCCV commands NDA 24282 APPENDIX B FIELD NAME ACD Line FIELD VALUES FOR ACD SCREENS Table B 1 Field Values for ACD Screens 1 8 DESCRIPTION Line that receives all of the ACD calls for this position via pilot numbers Virtual line VALUES Up to 5 digits DEFAULT SETTING REQUIRED OPTIONAL required After call mode The state the position will be in after finishing a call from this split If available mode is selected the position will become available immediately upon disconnect from the previous call If work mode is selected the posi
56. Dial 1 2 A three party conference will be established Press MON key again NDA 24282 E CHAPTER 6 Page 327 Revision 1 0 ACD SERVICE FEATURES FUNCTIONAL TEST PROCEDURES NAP 215 114 Announcement Trunk Sheet 1 2 ELC DLC Night Service Split C ELC DLC COT ATI START L LC Use one of the following three methods to change A HH into the night mode 1 1 Automatic changeover into the night mode based on the ACD call control vector Night Announcement setting using ACD CCV command 2 Pressing the NIGHT key on the supervisory position of split C as this display confirmation message Night Mode enter 1 to change over into the night mode 3 Changeover into the night mode by means of operation at the MIS terminal of the supervisory posi tion Night Announcement e Place trunk call from station A to station B in the special night split Station A hears the night announcement Apply the test procedure above to all splits Using the ACD CCV command change the night services of the split and test each of the following ser vices repeatedly Night Service Change Using the ACD CCV command change the night services of the split and test each of the following ser vices Night Transfer to Station e Place C O trunk call from station A to station B Call incoming at transfer destination station CHAPTER 6 NDA 24282
57. E Page 328 Revision 1 0 ACD SERVICE FEATURES FUNCTIONAL TEST PROCEDURES NAP 215 114 Sheet 2 2 Night Service END Answering by station Release by station Apply the test procedure above to all splits __ Night Transfer to Attendant Place a C O trunk call from station A to station B Call incoming at transfer destination attendant console L Answering by ATTCON Release by ATTCON Apply the test procedure above to all splits __ Night Transfer to Outside Place a C O trunk call from station A to station B Call incoming at transfer destination C O trunk Answering by C O trunk L Release by C O trunk L Apply the test procedure above to all splits NDA 24282 E CHAPTER 6 Page 329 Revision 1 0 ACD SERVICE FEATURES FUNCTIONAL TEST PROCEDURES NAP 215 115 Sheet 1 1 Agent Position Abandoned Call Search START END CHAPTER 6 Page 330 Revision 1 0 RE ELC DLC LC L E COT HA __ Abandoned Call Search trunk call origination Place a call from station A to station B and a C O trunk call is terminated to agent positions At this time agent positions shall be in the manual answer mode NDA 24282 E After checking that the CW lamp on the agent position illuminates station A releases the call Check that the CW lamp on the agent pos
58. IVR ANNOUNCEMENT n This instruction will connect a caller to an IVR port for the purpose of playing a customized announcement The IVR equipment will be notified via an Infolink message which announcement has been requested 1 to 99 and which port was used for connection It will be up to the to speak the desired announcement and inform the ACD when the announcement is complete IVR DN 7n Available since PBX software Series 7400 and ACD software Release 3 Before this enhancement only one IVR can be used on a tenant basis A PBX directory number that enables the ACD to access a port on an Interactive Voice Response Unit IVR Each IVR port should have a corresponding IVR directory number All such numbers should be set up on the PBX as members of a ICD group and can be accessed via the UCD pilot number This UCD pilot number should be entered as the pilot number using the ACDTN command This step must be assigned before Item 10 IVR Announcement n If not announce step will be ex ecuted by the IVR port number programmed in ACDTN ETA Greater Than ETA Less Than This instruction checks all queues a caller is waiting in and determines the best estimated time to answer ETA Using this ETA in a comparison with the parameter to the ETA gt or ETA lt instruction determines whether the next CCV instruction should be skipped If result of ETA comparison is TRUE next instruction is PROCESSED If result of ETA comp
59. Index Step vj v Precautions 1 2 Leading zeros are permitted in logon ID codes A logon of 00127 is the same as 127 Each split determines whether ID codes are required for logging on See ACDSPL command An ID code may be used at only one position at any given time Multiple logons with the same ID are not permitted Position data defined with the ACDPSN command and logon data defined with the ACDLOG command are used to specify the valid logon position mode combinations Valid modes are ACDPSN Specified Any ACDLOG Single Split Any Split or Multiple Splits See Table 7 5 in ACDPSN command for detailed information If using Abacus MIS the logon ID cannot exceed four digits When Agent Queuing Options see Splits ACD S 91A in Chapter 5 is assigned in ACDSPL the priority is used as the agent s preference level If not the value is used as the priority for taking calls terminated to multiple splits NDA 24282 CHAPTER 7 Page 389 Revision 1 0 ACDLOG ASSIGNMENT OF ACD RECEIVER ID CODE 3 Parameters TENANT NUMBER LOGIN ID NAME LANGUAGE SPLITS PRIORITY MULTI SPLIT PERSONAL PILOT NUMBER PERSONAL FORWARD CCV PERSONAL OVERFLOW CHIME PERSONALASSIST PERSONAL EMERG NAMES CHAPTER 7 Page 390 Revision 1 0 Tenant Number 1 to 10 Consists of one to nine digits 1 to 999 999 999 Optional up
60. LT Connector gt LTO LT1 LT2 LT3 174 LT5 LT7 178 LT9 LT10 LT11 SlotNo gt 014109210310 Group PIMJ Highway Block e Figure 4 10 LT Connector Lead Accommodation of PIMU A 2 of 3 NDA 24282 E CHAPTER 4 Page 129 Revision 1 0 PA 16ELCJ 16ELC When the mode is 8DLC Mode Dual Port Mode LT Connector Accommodation Accommodated in 1 71 LTO 2 4 6 8 10 Connector 4 O LT Connector Name Group PIMJ Highway Block Accommodated in 2 71 LT1 3 5 7 9 11 Connector 4 O LTO LT1 LT2 LT3 LT4 LT5 M Accommodated in 3 71 LT1 3 5 7 9 11 Connector 4 O LT6 177 LT8 179 LT10 LT11 Slot No gt 00 04 05 06 07 los 09 10 111 12 43 14115 16 17 118 19 20 21 22 23 4 o N Figure 4 10 Connector Leads Accom
61. NAME up to 20 characters Step 3 ACDSPL Assign the name corresponding to the split Note 1 Note 2 NAME upto 20 characters Since NAME programmed in ACDPLT and in ACDTG may be duplicated to display the trunk incoming call assign NAME in one of those two commands and skip NAME parameter in the other command When MIS is used name corresponding to the pilot number and name corresponding to the split are pro grammed from MIS terminal CHAPTER 5 NDA 24282 E Page 226 Revision 1 0 CALL CONTROL VECTOR ACD C 108A CALL CONTROL VECTOR ACD GENERAL DESCRIPTION A Call Control Vector CCV is a series of steps that describe how an incoming ACD call is to be handled A CCV can consist of a maximum of 20 steps Each step of a CCV is an instruction for handling the call at a specific time The steps may be programmed in any sequence see Service Condition 1 and will be processed in order until an agent answers the call When an incoming call is presented to the ACD system it is processed according to the CCV specified for the dialed pilot number refer to Pilot Numbers ACD P 40A Thus specifying different CCVs for different pilot numbers can produce a variety of call handling patterns Countless combinations of CCV steps are possible and have been put together in very creative ways to solve complex call handling requirements A CCV is a timed sequence of events which control incoming ACD calls prior to their co
62. Off when on line operations are abnormal Lights when more than one power supply circuit are abnormal PWR ALM Off when all the power supply circuits are normal BLO Lights when the corresponding circuit is busy Flashes when the corresponding circuit is in make busy state or the system data is not assigned Off when the corresponding circuit is idle NDA 24282 CHAPTER 4 Page 113 Revision 1 0 PA 16ELCH 16ELC 5 Switch Settings Standard settings of various switches on this circuit card are shown in the table below SWITCH SETTING MEANING SWO 1 ON When APR J APA J is not connected Note 1 Note 2 OFF When APR J APA J is connected ON Setting of Speech Level NEAX2400 IMS HDS Level OFF Setting of Speech Level NEAX2400 IMS ICS Level ON x Fixed in the system 3 OFF ON x Single Port Mode OFF Dual Port Mode ON x Fixed in the system i OFF ON x Fixed in the system 6 OFF ON 16ELC Mode 7 OFF 8DLC Mode ON x Fixed in the system i OFF MB UP Circuit card make busy DOWN x Circuit card make idle Note 1 APR J APA J is an optional device to be connected to D and provides interface for analog terminal Note 2 By setting SWO 1 and SWO 7 as explained in the above table either APR J APA J or Data Adapter can be used CHAPTER 4 NDA 24282 Page 114 Revision 1 0 PA 16ELCH 16ELC
63. Only ASYD System Data 1 parameters relate to the functioning of ACD system 3 System data must be entered using hexadecimal numbers Refer to the ACD system Job Specification for the applicable system data 3 Parameters SYS System Data Items 1 System Data 1 2 System Data 2 3 System Data 3 TN Tenant Number INDEX System Data Index SYS INDEX 1 0 511 2 0 15 3 0 31 DATA System Data Hexadecimal CHAPTER 7 NDA 24282 Page 334 Revision 1 0 ASYD ASSIGNMENT OF SYSTEM DATA System Data 1 Programming Sheet Note This Data Programming Sheet is only for the data to be set in the ACD System Be sure to use this Data Programming Sheet together with the Data Programming Sheet for ASYD command described in the NEAX2400 IMX Office Data Specification BIT SYSTEM CORRESPONDING DATA DATA INDEX SYSTEM DATA CONTENTS ers DATA 0 1 1 ACDP is used Assign 01 Hex Note 1 ACD in Service Fixed Data 0 In service 1 Out of service Note 2 System Message 5 is output 0 1 No Yes Note 3 Traffic Measurement Indication 0 1 CCS Indication Erlang Indication by by TCFI timer 0 0 2 sec interval Note 4 1 1 Application Dependent 0 1 4 sec interval 1 0 8 sec interval 0 Display last number for TCFD 1 Display message Note 5 ACD Busy Tone Control 0 1 No Yes Note 6 Traffic Measurement for Terminal and Route Traffic 0 1 Out In Service
64. SWITCH SETTING OF ACD CIRCUIT CARDS 2 EXPLANATION OF ACD CIRCUIT CARDS This 1 section explains each of the ACD circuit cards regarding the following items Function Explanations are given about the functional outline and the purpose of each circuit card 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 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 Lamp Indications Lamps equipped on each circuit card their names colors and indication states are tabulated Switch Setting Switches equipped on each circuit card their names switch numbers setting and its meaning standard set ting etc are tabulated External Interface If the lead outputs of the circuit card are provided by anLT connector the relation between the mounting slots and the LT connector is illustrated by an LT Connector Lead Face Layout Also if the lead outputs are provided by other than an LT connector or the lead outputs are provided by the circuit card front connector the connector lead accommodations and the connecting routes are illustrated A SWITCH SETTING SHEET showing module name slot number switch name switch shape etc is provided at the end of the explanation of each circuit ca
65. The displays shows TALLY NUMBER 2 The agent supervisor enters the Tally Oh Code from the telephone keypad and presses when finished 3 Pressing the TALLY key a second time before pressing the 4 key cancels the Tally Oh Code entry 4 The Supervisor Tally Oh Codes must be explicitly enabled on a per position basis as specified in ACDPSN Agent Tally Oh Codes Code Description Replay agent s statistics shift time number of ACD calls answered average talk time total time in work mode since logging on and total time in break mode since logging on Can be used from any mode After logging off statistics can be replayed as many times as necessary until an agent logs onto the position All statistics are reset upon logon 000 Sample Displays SHIFT 3 12 48 hours minutes seconds ACD CALLS 22 one to three digits AVG TALK 3 11 minutes and seconds T WORK 0 55 19 hours minutes and seconds T BREAK 1 04 31 hours minutes and seconds Display queue depth for current split If used from a vacant position the position s split is used If used while logged on the agent s split is used For agents working in Multi Split mode the queue depths of 001 all of the agent s splits are displayed one at a time Sample Displays ORDERS 10 Display time of longest waiting caller for current split If used from a vacant position the position s split is used If used while logged on the agent s split is used For a
66. This feature allows the supervisor to select an agent position and to monitor the calls on both the ACD line and the non ACD line at that position The agent and calling party are not aware that their call is being monitored As the agent concludes one call and begins another switches from one line to another or transfers the supervisor s monitor is applied to the current call If both lines are idle when the monitoring is established the supervisor will hear quiet tone until the agent either answers a call on one of the lines or places call from the non ACD line At that time the supervisor will be able to hear both parties OPERATING PROCEDURE Monitoring an agent s position l Note While in Work mode Break mode or Ready mode the supervisor presses the MON BARGE key and the display shows MONITOR NUMBER The supervisor enters either the ID code of the agent or a 0 followed by the extension number of the position the supervisor wishes to monitor and For example to monitor the agent whose ID code is 101 and who is at extension 4301 the supervisor presses either 101 or 04301 Either a PBX or ACD extension can be used If the ID code or extension number is valid and the agent has a call in progress on either line the MON BARGE lamp will flash and the supervisor will hear a Zip Tone before silently listening in on the agent s call If no ACD call is in progress the MON BARGE lamp will be stead
67. and ACD Option Soft ware installation is necessary At the node that accommodates the ACD trunk only ACD Option Software installation is necessary Do not install the ACD software 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 SYSI INDEX2 b0zl ACDP mounted INDEX31 b0 b3 CM mounting capacity Assign Normally 06 Note 1 INDEX79 b6 0 ACD service is effective Note 1 INDEX207 1 ACDP in systemO is used bl ACDP in system1 0 1 Not used Used INDEX241 b2 1 call event process Note 1 Note 1 When the ACD service is activated via FCCS this data must be set to all nodes providing ACD service Not just the node accommodating the STEP 2 Assign the system data written in LDM as shown below ASYDL SYSI INDEX512 FPC of the self node INDEX513 01 Hex LDM usage INDEX515 518 b0 b7 address Hex for PBX over external LAN Note 2 INDEX519 522 b0 b7 Subnet Mask Hex for PBX over external LAN Note 2 INDEX523 526 b0 b7 Default Gateway Address for External LAN This data is required when the Host is connected via gateway Note 2 INDEX864 b0z1 Built in ACDP is provided INDEX864 bl Output the system message 4 R when TCP IP is normally disconnected 0 1 Effective Ineffective N
68. and connectors of this circuit card is shown below x OPE R gt SREQ R gt MB COPY M SWO C MBS1 nS Pg MBSO 9 4 Lamp Indications The contents of lamp indications of this circuit card are shown in the table below LAMP NAME COLOR STATE Remains lit while this circuit card is operating in ACT state Remains lit while this circuit card is operating in COPY mode 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 STANDARD NAME SWITCH NO SETTING SETTING MEANING Circuit card make busy Circuit card make idle Separate mode request Separate mode request cancel Copy mode 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 CHAPTER 4 NDA 24282 Page 70 Revision 1 0 PA PC56 A COPY SWITCH SETTING SHEET MODULE SLOT NO MEA SWITCH SHAPE REMARKS UP Circuit card make busy DOWN Circuit card make idle 1 ON System No 0 1 OFF System No 1 NDA 24282 CHAPTER 4 Page 71 Revision 1 0 PA CP54 CPU PA CP54 CPU 1 Function Th
69. jie sELECTION LN PRE BUTTON BUTTON ING TP PRI PLTN PLSTN MWD 0 1 SPK ANS BUTTON 0 3 0 4 0 0 1 0 3 0 2 986 MULTI LINE INTERCOM KEY SERVICE FEATURE KIND OF RING GROUP NUM CONDITION KEY CODE LINE TENANT STATION KIND OF ID INCOM NUM BER NUMBER NUMBER FOR KYN 0 2 1 320 0 2 EACH LINE ICM BER TN STN RG 0 2 G ID 0 7 an nm AJ Ww a N w an an N N N N N 95 N E N N ON CHAPTER 7 NDA 24282 Page 352 Revision 1 0 AKYD ASSIGNMENT OF KEY DATA FOR D ERM ptem Key Data Programming Sheet 2 2 MULTI LINE INTERCOM SERVICE FEATURE KIND OF RING CONDITION KEY CODE LINE TENANT station NFORMATION KIND OF KY FKY KD NUMBER NUMBER 0 2 1 320 0 2 TN STN RG 02 0 7 Note 1 When KYI 0 None it is not necessary to assign data When KYI 1 FUNCTION assign data for FKY only When KYI 2 Multi Line assign data for multiple telephone only NDA 24282 CHAPTER 7 Page 353 Revision 1 0 AMNO Assignment of Monitored Number AMNO Assignment of Monitored Number 1 Function AMNO is
70. receiving another ACD call NDA 24282 E CHAPTER 5 Page 307 Revision 1 0 WORK MODE ACD OPERATING PROCEDURE This feature is an inherent feature of the ACD programs Agents use the WORK key on their ACD position to set the Work Mode appropriately Work Mode restrictions and timeouts are programmed using the command ACDSPL for each split PROGRAMMING ACDSPL WORK MODE RESTRICTED CHAPTER 5 NDA 24282 E Page 308 Revision 1 0 WORK MODE TIME LIMIT ACD W 6A WORK MODE TIME LIMIT ACD GENERAL DESCRIPTION This feature allows the specification of a maximum time limit for an agent to be in Work mode at the conclusion of an ACD call before being automatically placed in Ready mode Once in Ready mode the agent will be connected to a call if calls are queued The time limit applies to all the agents within a split OPERATING PROCEDURE 1 This feature is implemented through an ACD command The command data is on split wide basis 2 following example illustrates the operation of the feature a The Work mode time limit is set at 45 seconds for Split A b After call Work mode is set for Split A c An agent in Split A completes an ACD call and is automatically placed in Work mode d One of three different scenarios could follow The agent does not press any keys in the next 45 seconds The agent is automatically placed in Ready mode and is connected to a caller if there are calls in queue The agent presses
71. use the Database Backup Restore screen accessed using the ACD MAT Screen Database Backup Restore Operation List 084 S4AM BACKUP RESTORE EXAMINE VERIFY 12 29 99 Close Database File Directory PathName V acpazp2 _ Browse Comments DATE TIME VERSION SWITCH NAME ps 1 npe qoum xe umm gt Note This screen is used for External ACD only For Internal ACD use the IMX MEM HDD screen Parameters Disk Drive A to F Normally the A drive is used for ACDBU Extension File Extension Normally LMF Comment Comment optional 60 character maximum Programming None When saving the ACD database using a floppy drive A to F the diskette must be previously formatted 3 For Internal ACD To back up the Internal ACD use the MEM HDD screen accessed from the IMX folder CHAPTER 7 NDA 24282 Page 422 Revision 1 0 Note ACD BACKUP ES MEM HDD Houseswitch File View Help MEM_HDD Direction Select Memory to Hard Disk Hard Disk to Memory Verify HDD against MEM Auto Verify Afterward Data control between Memory and HDD Data Type Select Data Memory Name Display Wireless Call Forwarding Call Forwarding LP Select Speed Calling LP Select User Assign Key LP Select Number Sharing LP Select Data Memory Start Close Call Back Proc
72. 0 4 00 00 0 0 5 00 00 0 0 6 00 00 0 10 T 00 00 _ 0 0 8 00 00 0 0 9 00 00 0 0 10 00 00 0 0 New Week Schedule 2 Precautions 1 CCVs should be assigned prior to use in week schedules 2 For allowed number of entry for Week Schedule see Table 2 1 in Chapter 2 3 The same Schedule Number SCH can not be assigned to multiple tenant numbers 3 Parameters TENANT NUMBER Tenant Number 1 to 10 SCHEDULE Schedule Number 1 to 250 DAY Sun Mon Tue Wed Thu Fri Sat HOUR CCV start time hour 0 23 MINUTE CCV start time minute 0 59 CCV INDEX CCV index 1 to 900 CCV STEP CCV step 1 to 20 CHAPTER 7 NDA 24282 Page 414 Revision 1 0 ACDWS ASSIGNMENT OF ACD WEEK SCHEDULE 4 Assignment and Deletion Procedure These flow diagrams show the procedure used to assign and delete Week Schedule data DESCRIPTION 1 ACDPLT 1 2 ACDCCV 2 Assign the CCV data for call processing 3 ACDWS 3 END Assign the pilot number to be routed to a Week Schedule Access Week Schedule data for call processing DESCRIPTION 2 2 Delete the related CCVs G END Delete the Week Schedule data for call processing Delete the pilot number or change from routing to Week Schedule to a CCV Figure 7 10 Assigning and Removing Week Schedule Information NDA 24282 CHAPTER 7 Page 415 Revision 1 0 ACDWS ASSIGNMENT OF ACD WEEK SCHEDULE ACD Week Schedule Data
73. 0 ACDANA ASSIGNMENT OF ACD ANALOG SPLIT ACCESS CODE ACDANA Assignment of ACD Analog Split Access Code 1 Function This command is used to assign list print and remove ACD Analog Agent access code data These access codes enable agents using analog phones to perform many ACD features including logging on with or without an ID logging off going into Ready Work and Break modes entering tally codes and reporting trunk troubles Analog Agent Data Access Code Feature Logon Without ID v Update Logon ID Tally Code e 2 List Announcement e Er Pr ye Close Break Type T Success Failure f New Analog 2 Precautions Analog access codes must be set up on the PBX as monitored numbers see AMNO or AMNON in this manual 3 Parameters ACCESS CODE The dialed digit pattern used to invoke an ACD function FEATURE The ACD feature which this access code will provide 1 13 Logon With ID Logon Without ID Logoff Ready Mode Work Mode Break Mode Tally Code Trunk Trouble Day Mode Single Day Mode All Night Mode Single Night Mode All Permanent Work LOGIN ID The logon ID associated with an analog access code only used for LOGON WITH ID TALLY CODE The tally code associated with an analog access code only used for TALLY CODE BREAK TYPE The break type associated with an analog access co
74. 0 SPLIT SELECTION ACD S 98A SPLIT SELECTION ACD GENERAL DESCRIPTION Split selection is determined by the position in use and the logon ID in use A logon ID indicates whether the agent can service a single split single split mode or a maximum of 16 splits concurrently multi split mode A logon ID can access a maximum of 16 specified splits or any split A position can access a single specified split or any split When an agent logs on a validation procedure compares the split assignment of the position with the split assignment and the split mode of the logon ID The three factors position split assignment logon ID split assignment logon ID split mode determine the split s that the agent works in and that are displayed during the logon process Please refer to Multi Split Agent ACD M 90A for additional information OPERATING PROCEDURE Split selections are performed automatically by the ACD system when an agent logs on SERVICE CONDITIONS 1 One combination of a position s split assignment and a logon ID is not allowed One combination of a split mode and a split assignment within the same logon ID is not allowed Both combinations are denied because the determination of the appropriate split s would be an ineffective use of ACD system resources and agent s time The two combinations which are not permitted are a A logon ID which allows any split in combination with a position which allows any split b A logon I
75. 00 0000 0000 00 00 Route 9 trunk 2 called the monitored number 4359 which is not listed as a pilot number in the ACD database 1 2021 0009 0002 00 00 2 43 59 00 00 0000 00 00 This is a count of available call records The ACD could accept 293 more calls Printed once per hour on the hour 2022 0000 0000 02 93 2 00 00 00 00 0000 00 00 Invalid ACD tenant Agent 3211 has a different tenant between ACD and PBX 2023 32 11 0000 00 00 2 00 00 00 00 0000 00 00 Internal ACD sequence error This error has now been reported 7 times 2024 0000 0000 00 07 2 00 00 00 00 0000 00 00 The pilot number 4350 was illegally removed by the ACD Does not include removal from the MAT 20 25 43 5A 00 00 00 00 2 00 00 00 00 00 00 00 00 Attendant 2 called pilot number 4350 without a held party 20 26 20 00 00 00 00 00 2 43 5A 00 00 00 00 00 00 Position audit found agent 4301 in a bad state and corrected it The position s state was 14 and it was pointing to a call record containing route 9 trunk 2 and 4302 The position audit is turned on by enabling this printout The audit does not run otherwise 1 20 27 43 Al 00 00 0014 2 00 09 00 02 00 00 43 2 Call record audit found a call record in a bad state and corrected it The three parties in the call record were 4301 4350 and route 52 trunk 7 The call record audit is turned on by enabling this printout The audit does not run otherwise 1 20 28 43 Al 00 00 00 00 2 43 00 00 00 52
76. 0000 00 00 Recover Call failed due to a bad pilot number When a call is recovered from an agent position after ringing the specified amount of time the caller is reconnected to the first pilot number in the ACD da tabase until another agent becomes available If this pilot number is bad doesn t exist in the PBX data base etc the recover will fail and this message will be printed In this case the pilot number 4350 is being reported The pilot number should be removed or reprogrammed correctly 1 20 34 43 00 00 00 00 2 00 00 00 00 00 00 00 00 Internal ACD error Trace snapshot saved in buffer 27th occurrence of this error 1 20 99 00 00 00 00 00 27 2 00 00 00 00 00 00 00 00 CHAPTER 9 NDA 24282 E Page 446 Revision 1 0 SYSTEM MAINTENANCE 3 2 4 MESSAGE DETAIL DATA OF SYSTEM MESSAGE 26 V System Message 26 V LAN Interface Error Report OAI MIS This message is output when the PBX software Series 7300 and the ACD software release 2 or the later software are installed 1 Print out Format SYSTEM MESSAGE 26 V LAN INTERFACE ERROR REPORT NEC ESD JULY 25 19 30 TCP IP Part Application Part 1 xx xx xx xx 2 00 00 00 00 00 o 0 OG 6 2 Print out information typical TCP IP Part 0 0 IP address of the error detected OAI MIS terminal Port No Used socket No Error Code TCP IP part Application Part
77. 1 294 1 ISSUE 1 ISSUE 2 ISSUE 3 ISSUE 4 DATE SEPTEMBER 2000 DATE DATE DATE ISSUE 5 ISSUE 6 ISSUE 7 ISSUE 8 NEAX2400 IMX CallCenterWorX Enterprise ACD System Manual Revision Sheet 4 7 NDA 24282 PAGE No ISSUE No PAGE No ISSUE No 4 5 4 5 295 1 333 1 296 1 334 1 297 1 335 1 298 1 336 1 299 1 337 1 300 1 338 1 301 1 339 1 302 1 340 1 303 1 341 1 304 1 342 1 305 1 343 1 306 1 344 1 307 1 345 1 308 1 346 1 309 1 347 1 310 1 348 1 311 1 349 1 312 1 350 1 313 1 351 1 314 1 352 1 315 1 353 1 316 1 354 1 317 1 355 1 318 1 356 1 319 1 357 1 320 1 358 1 321 1 359 1 322 1 360 1 323 1 361 1 324 1 362 1 325 1 363 1 326 1 364 1 327 1 365 1 328 1 366 1 329 1 367 1 330 1 368 1 331 1 369 1 332 1 370 1 ISSUE 1 ISSUE 2 ISSUE 3 ISSUE 4 DATE SEPTEMBER 2000 DATE DATE DATE ISSUE 5 ISSUE 6 ISSUE 7 ISSUE 8 NEAX2400 IMX CallCenterWorX Enterprise ACD System Manual Revision Sheet 5 7 NDA 24282 ISSUE No AGENS ISSUE No 4 5 4 5 371 1 409 1 372 1 410 1 373 1 411 1 374 1 412 1 375 1 413 1 376 1 414 1
78. 120 LT Connector Leads Accommodation of PIMB 3 of 3 121 Connecting Beute DIBOE EL s ad saws 2545 3 Aa aay RAYS 122 LT Connector Leads Accommodation of PIMU A 1 3 128 LT Connector Lead Accommodation of PIMU A 2 of 3 129 LT Connector Leads Accommodation of PIMU A 3 3 130 LT Connector Leads Accommodation of PIMK 1 of 3 131 LT Connector Leads Accommodation of PIMK 2 of 3 132 NDA 24282 LIST OF FIGURES Page vii Revision 1 0 LIST OF FIGURES CONTINUED Figure Title Page Figure 4 11 Connector Leads Accommodation of PIMK 3 of 3 133 Figure 4 11 Connecting Rouge Diagram 2525223 134 Figure 4 12 LT Connector Leads Accommodation 141 Figure 4 13 LT Connector Leads Accommodation 142 Figure 4 14 Location of PA 4DATB DAT card within the 145 Figure 4 15 LT Connector Lead Accommodation PIMU A 151 Figure 4 16 LT Connector Lead Accommodation PIME 152 Figure 4 17 Connector Leads Accommodation 1 2 158 Figure 4 17 Conne
79. 58 DCT 1 5 AADT Assignment of Announcement Dictation Trunks Announcement Dictation Trunks Data Programming Sheet DISCON NECT TIMER AVAILABLE D 0 1 CONNEC TION PATTERN CP 0 1 WAITING TIMER WAIT 0 30 NUMBER NDA 24282 E CHAPTER 7 Page 367 Revision 1 0 AADTN Assignment of Announcement Dictation Trunks for NDM AADTN Assignment of Announcement Dictation Trunks for NDM 1 Function This command is used to assign display and delete announcement trunks for delay announcements night announcements etc Also used to assign display and delete Dictation Trunks for such purposes as Emergency Recorder The announcement trunk or dictation trunk programmed in AADTN is allowed to use from the remote ACD node within Fusion Network 2 Precautions Before LENS of assignment trunks or night announcement is changed in ATRK the AADTN command data should be deleted first In addition if LEN data is deleted inATRK by accident this command data is also deleted automatically 3 Parameters TYPE 1 ANT Announcement Trunk 2 DCT Dictation Trunk NO ANT DCT Number Announcement 1 58 Dictation 1 5 D Availability of Disconnect Timer Available for TYPE ANT 0 Disconnect timer not available 1 Disconnect timer available normal Note 1 MSGT Message Timer 2 120 sec 2 sec interval when shorter than 30 sec
80. 7 Available Unavailable Position 2 Break Break D AN Log ON OFF key pressed Break Break key pressed key pressed Log ON OFF key pressed 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 service In this state 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 may then perform nonverbal tasks such as the creation of a business 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 e Break Mode This is the state of an ACD position including supervisory position which is activated by the agent pressing the BREAK key to disallow the termination of incoming ACD calls before the agent temporarily leaves the position ACD Trunk in a Fusion Network ACD trunks can
81. 8 sec interval when longer than 30 sec CP Connection Pattern Note 2 0 Multiple Connection 1 Single Connection WAIT Waiting Timer 0 30sec 2sec interval Note 2 CNT Number of Announcement Dictation Trunks 1 8 LGRT LOGICAL Route Number 1 254 TK Trunk Number 1 255 Note 1 When D 1 msg disconnect timer is set at 30 seconds Note 2 Not available since the DAT control function is not available in Fusion network Always assign O ASYD SYS1 INDEX449 b2 for the announcement to be provided in Fusion network Note 3 For Fusion network DAT control function is not available CHAPTER 7 NDA 24282 E Page 368 Revision 1 0 ANT DCT TYPE 1 2 AADTN Assignment of Announcement Dictation Trunks for NDM Announcement Dictation Trunks Data NDM Programming Sheet ANT DCT NUMBER ANT 1 58 DCT 1 5 DISCONNECT TIMER AVAILABLE D 0 1 MESSAGE TIMER MSGT 2 120 NUMBER OF TRUNKS CNT 1 8 LOGICAL ROUTE NUMBER LGRT 1 254 NDA 24282 E CHAPTER 7 Page 369 Revision 1 0 ALGNN Assignment of Telephone Number Data for NDM ALGNN Assignment of Telephone Number Data for NDM 1 General This command assigns the individual attendant identification number for Fusion service The data assigned by this command is written in Network Data Memory NDM of the Network Control Node NCN updating the ND
82. A37 NAP 215 111 215 112 Auxiliary Work Break Mode B21 215 113 Monitoring ACD Supervisor Monitoring ACD Supervisor M28 NAP 215 114 Night Service Announcements A80 Call Control Vector C108 Call Forwarding Split C127 Night Service ACD N12 CHAPTER 6 NDA 24282 E Page 312 Revision 1 0 ACD SERVICE FEATURES FUNCTIONAL TEST PROCEDURES 215 115 Abandoned Call Search Abandoned Call Search A31 NAP 215 116 Trunk Trouble Report Trunk Trouble Report MIS T24 For the following services refer to the manual described MIS functions Tally Count T49 MIS Terminal Functions NDA 24282 E CHAPTER 6 Page 313 Revision 1 0 ACD SERVICE FEATURES FUNCTIONAL TEST PROCEDURES NAP 215 101 Sheet 1 2 Agent Position ELC DLC ACD Incoming LC START a X L 4A s oH COT Log off agent positions and supervisory positions L ACD Agent Supervisory Position Incoming Test Set up a loop back connection between COT for ACD trunk group to be tested and station line Test all agent positions and supervisory positions with following flow chart Log on the agent position or supervisory position to be tested and release the After Call Work Mode Use the AUTO MAN key to set to the Automatic Answer mode If the answering mode at logon is the Automatic Answer mode this operation
83. ACD C 70A for additional information During three party calls such as transfers and conferences the supervisor will not be able to barge in but will continue monitoring the agent and one of the other two parties The monitoring will be updated to follow assist calls A supervisor can only monitor agents that are currently logged onto the ACD system If a supervisor barges into a monitored call and the agent releases and logs off the supervisor will return to the previous mode at the completion of the call While monitoring an agent s PBX non ACD line the supervisor cannot barge into the conversation Barges can only be done while monitoring ACD lines While the supervisor is monitoring if the agent being monitored begins an emergency request the supervisor will be released This allows the supervisor to answer the emergency if necessary When requesting an agent to monitor if the agent is not logged on is on an emergency call or is being monitored by another supervisor the supervisor will be prompted again This feature is restricted to ACD positions There is no capability to monitor voice connections conducted by non ACD users among the remaining non ACD station equipment connected to the switch The intent of this feature is to provide a secure ACD only performance appraisal function If the agent places a call on hold or performs switch hook flash and is reconnected with the call the supervisory position will relea
84. ACD database The monitored numbers programmed in AMNON are the entry points for pilot numbers into the ACD service to be activated over FCCS The monitored number programmed in AMNON is available for all nodes within Fusion network 2 Precautions 1 Prior to this command Telephone number of the monitored number should be programmed in ALGNN 2 When the monitored number N_MNO is deleted delete the number in ACDPLT prior to this command 3 When UCD 1 is programmed in this command UCD service for Fusion network should be programmed beforehand 3 Parameters UGN User Group Number of Monitored Number Fixed 1 N_MNO Telephone number of Monitored Number maximum 5 digits The number is the same as the pilot number assigned in ACDPLT and must match the numbering plan of the NEAX2400 IMX N_NMI Number Monitored Index 1 4095 UCD UCD fusion degrade 0 No 1 Yes TELN UCD Control Station s Telephone Number Note 1 A G Station type of Hotel System Note 2 A Administration Station G Guest Station MFC G 2 Signal Data for MFC 0 3 Note 3 0 ASFC SFI 59 0 and SFI 60 0 1 ASFC SFI 59 1 and SFI 60 0 2 ASFC SFI 59 0 and SFI 60 1 3 ASFC SFI 59 1 and SFI 60 1 Note Each monitored number must be assigned to different Monitored Number Index 0 can not be assigned at the first digit of the monitorednumber Note 1 When a C O trunk is used for UCD control station UCD controlling station number should be prog
85. Agents Available v 1 w Analog TimeOut Call Waiting Thresholds Logoff Warning Criteria v Jack Out Mode t Light T Require Logon ID Multiple Break Types Assist Key B Chime Remove Split 2 Precautions 1 Directory number for assist emergency and night should be assigned before assigning split data 2 The dictation trunk for emergency calls should be assigned before assigning split data 3 The operation of Conditional Thresholds COND is shown in Table 7 4 Table 7 4 COND Conditional Thresholds METHODS CONDITIONS RESULTS No Calls Accepted No Call Accepted Note 1 No conditional calls will be accepted by the split Agents Available Number of agents that must be available for conditional Conditional calls will or will not be Value 1 to 250 queue calls to be accepted Note 2 accepted Calls in Queue Will only accept conditional queue calls depending on Conditional calls will or will not be Value 1 to 699 how many calls are already in queue to the split Note 3 accepted Note 1 Jf COND NO CALLS ACCEPTED is selected this split will not accept conditional Queue call CHAPTER 7 NDA 24282 Page 384 Revision 1 0 Note 2 Note 3 ACDSPL ASSIGNMENT OF ACD SPLIT DATA If COND AGENTS AVAILABLE is selec
86. America CHAPTER 7 NDA 24282 E Page 354 Revision 1 0 AMNO Assignment of Monitored Number Monitored Number Data Programming Sheet MONITORED NUMBER MONITORED UCD DEGRADE UCD CONTROL NUMBER INDEX UCD STATION NUMBER MNO 1 4095 STN TN 1 10 A G A G NDA 24282 E CHAPTER 7 Page 355 Revision 1 0 AMNOL Assignment of Monitored Number for LDM AMNOL Assignment of Monitored Number for LDM 1 Function AMNOL is used to assign monitored numbers into the PBX database The numbers programmed in AMNOL will also be programmed into ACDPLT the ACD database The monitored numbers programmed in AMNOL are the entry points for pilot numbers into the ACD service to be activated over FCCS The monitored number programmed in AMNOL is available for only the self node 2 Precautions 1 Prior to this command Telephone number of the monitored number should be programmed in ALGNL 2 When the monitored number L_MNO is deleted delete 1 MNO in ACDPLT prior to this command 3 Parameters UGN User Group Number of Monitored Number Fixed 1 L MNO Telephone number of Monitored Number maximum 5 digits the number is the same as the pilot number assigned in ACDPLT and must match the numbering plan of the NEAX2400 IMX L_NMI Number Monitored Index 1 4095 UCD UCD degrade 0 No Yes TELN UCD Control S
87. B has an associated ID of PARTS The agent who receives the transferred call in Split B will have PARTS displayed at their position If an ID was not associated with the pilot number applied in the transfer the agent in Split B will have SERVICE displayed at their position Refer to Pilot Numbers ACD P 40A for related information OPERATING PROCEDURE This feature is assigned through ACDPLT and ACDTG MAT commands SERVICE CONDITIONS 1 2 Pilot number ID takes precedence over incoming trunk gate and circuit ID when both are programmed If no special Calling Party Identification is chosen for a particular trunk the PBX defaults is displayed Names displayed is limited to sixteen alphanumeric characters on Series On D Series E whole name 20 characters is displayed The character display data for C O Line Tie Line calls can be assigned on the basis of each trunk route The character display data for this service is assigned from the ACDMAT The Calling Party Identification is displayed for only four seconds then the default PBX display is shown Call type and circuit number of the incoming call may be displayed before Calling Party Identification information PROGRAMMING Assign the name for incoming call identification by following commands Step 1 ACDPLT Assign name corresponding to the pilot number NAME upto 20 characters Step 2 ACDTG Assign name corresponding to the route number
88. CHAPTER 5 NDA 24282 E Page 240 Revision 1 0 CONNECTION DISPLAYS ACD SERVICE CONDITIONS 1 7 8 Connect displays are saved after logoff for each agent unless the agent is using a Personal Emergency Supervisor Those agents using Personal Emergency Supervisor must setup their connection displays each time after logging onto the ACD system A maximum of five displays may be setup with each display being from three to nine seconds A permanent display time code of zero seconds must be the last display in the setup string Any subsequent codes entered will be ignored When more than five displays are coded only the first five will be displayed the remaining entries will be ignored The same display sequence and display timing is provided both when the agent position begins ringing with an incoming ACD call as well as when the agent answers the incoming ACD call The permanent display is only supported after the agent answers the phone and will be provided as a nine second display when displayed during the ringing phase This is a security feature so that potentially private numbers are not left on display at an unoccupied position Even a permanent display will be automatically reset at the conclusion of the ACD call This feature is available to all agents via Tally Oh codes The feature itself cannot be restricted Display timing accuracy is limited to 2 seconds from the time indicated for each display PROGRAMMING Ass
89. Check Item 01 TCP IP connection is down for the TCP connection disconnection ordered from Host Restart the Host 0C According to Heart Beat function of Host abnormal status of the Host system operation is detected Check system operation of the Host 0 Not used OE TCP port is released due to the detection of abnormal state in the TCP IP part such as B level Infinite Loop etc Re check the operation status of Host OF FF Not used 2 When the PBX software Series 7300 and the ACD software R2 or the later software are in stalled Table 9 3 Repairing Procedure for TCP IP Link Failure Message 4 2 2 ERR Detail information of ERR Check Item 01 TCP IP connection is down for the TCP connection disconnection ordered from MIS or IVR Host Restart the MIS or IVR Host 0C According to Heart Beat function of MIS or IVR Host abnor mal status of the MIS or IVR Host system operation is detected Check system operation of the MIS or IVR Host OD FF Not used 3 When Message 26 V is displayed Table 9 4 Repairing Procedure for TCP IP Link Failure Message 26 V ERR Error Situation Check Item 01 TCP IP connection is down because the text is not transmitted continuously 1 Check the TCP IP Transmission capacity on the UAP side is proper or not 2 Check on the operation status on the UAP side is no
90. Data Programming Sheet TENANT NUMBER MONITORED NUMBER TN MNO 1 10 Max 5 digits NDA 24282 E CHAPTER 7 Page 361 Revision 1 0 ACNOL Assignment of Conversion Number Data for LDM ACNOL Assignment of Conversion Number Data for LDM 1 Note Function ACNOL is used to direct a specified ringdown type trunk route to a specific monitored number monitored number is the same as a pilot number in Telephone number The conversion number programmed in ACNOL is available for the self node only This command does not apply to self directing type trunks i e DID TIE Lines etc Precautions 1 Prior to this command program the monitored number by AMNOL and ACDPLT 2 Assign the logical route number against each physical route number in ALRTL 3 Do not program the Direct in Termination service data against the route assigned by this command Parameters LGRT Logical Route Number 1 254 Must be Ring Down Trunk UGN User Group Number of Monitored Number Fixed 1 L MNO Telephone number of Local Monitored Number as programmed in AMNOL CHAPTER 7 NDA 24282 E Page 362 Revision 1 0 LOGICAL ROUTE NUMBER LGRT 1 254 ACNOL Assignment of Conversion Number Data for LDM Conversion Number Data LDM Programming Sheet USER GROUP LOCAL MONITORED NUMBER NUMBER L_MNO UGN Max 5 digits
91. E 5 CDC B amp foo DOO QOG 0 GE C SO S ali C j p Figure 3 5 Key Pads ACD Agent Position Keyboard D Series III NDA 24282 CHAPTER 3 Page 23 Revision 1 0 INSTALLATION NAP 200 101 Sheet 3 3 Installation of ACD Agent Position 2 D Series E OY JS iE E CW AUTO MAN ASSIST EMER TRKTRBL RECALL ACDCALL LINE O NC HAND HEAD MIC SPKR O O 5050500505055 OOOO o o x OO CoD COARRO FLEX KEY Figure 3 6 Key Pads on ACD Agent Position Keyboard D Series E CHAPTER 3 NDA 24282 Page 24 Revision 1 0 NAP 200 102 Sheet 1 3 Installation of ACD Supervisory Position INSTALLATION Figure 3 7 shows the cable connection between the Supervisory Position and the NEAX2400 IMX PIM PA 16ELCJ Installation Cable m MDF pterm No 0 D Series III Series E L 4 5 Max 850m 0 5 f gt No 0 26 B0 1 AO No 1 27 B1 2 Al No 2 28 B2 3 A2 No 3 29 BS 4 AS No 4 30 B4 5 A4 No 5 31 B5 6 A5 No 6 32 B6 7 A6 No 7 33 B7 8 A7 No 8 34 B8 9 A8 No 9 35 B9 10 9
92. Fea heh ob oe Sor Eger 196 Abandoned Call Searchi ACD scone de eee cae e deen ed ROS GEM XU CR Ree oO 199 A 34A Assistance ACD Agent 200 Automatic Answer ACD dead vend ohee eee ee aed on Ra 202 A 37A Availability ACD Position 204 A BOA Announcements scan haw kA bow ERE ERS 206 A 85A Agent Personal Queue 208 ABBA Work Mode for PBX Calls s ACD 211 A 91A Analog ACD Position AGD cose ss 4454 oc REY HOSCE ne 3e Oe gd de 212 TABLE OF CONTENTS NDA 24282 Page ii Revision 1 0 A 93A A 133A B 20A B 21A C 35A C 67A C 68A C 70A C 108A C 110A C 127A C 191A C 199A D 133A E 6A F 10A F 25A H 20A H 31A 99 L 19A L 48A L 92A M 28A M 29A M 79A M 88A M 89A M 90A N 12A N 14A 10 19 21 40 P 45A Q 1A R 19A R 145A 5 91 5 97 S 98A S 108A T 24A T 49A T 50A T 51A T 85A TABLE OF CONTENTS CONTINUED Page Altera BO Si 505 X SO E poe CN 214 gen Aog v BOE rae x 215 Break NOSE s ADD ccc we eS por e D
93. Logon ID Position 273 Table 7 1 2400 IMX Command List in Alphabetical 333 Table 72 AGD Command LS css acca haters spas tedd PPS REO 376 Table 7 3 Related Commands depu qom aao CR dab UR oai KR BUR oai KR eee 377 Table 7 4 COND Conditional Thresholds 384 Table 7 2 Programming Considerations nsss ken bene vee dado whee 393 Tablero id ie hn ck ace B d Vara ea aes 397 Table 9 1 System Messages and Lamp Indications on the TOPU 436 Table 9 2 System Messages for 5 437 Table 9 3 Repairing Procedure for TCP IP Link Failure Message 4 R 1 2 450 Table 9 3 Repairing Procedure for TCP IP Link Failure Message 4 R 2 2 450 Table 9 4 Repairing Procedure for TCP IP Link Failure Message 26 450 Table B 1 Field Values for ACD Screens 1 8 455 ACD Service List in Fusion Network Y mp ade e 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 1 GENERAL INTRODUCTION This manual descr
94. No 4 5 ISSUE 1 ISSUE 2 ISSUE 3 ISSUE 4 SEPTEMBER 2000 ISSUE 5 ISSUE 6 ISSUE 7 ISSUE 8 NEAX2400 CallCenterWorX Enterprise ACD System Manual Revision Sheet 1 7 NDA 24282 PAGE No ISSUE No PAGE No ISSUE No 4 5 4 5 68 1 106 1 69 1 107 1 70 1 108 1 1 109 1 72 1 110 1 73 1 111 1 74 1 112 1 75 1 113 1 76 1 114 1 77 1 115 1 78 1 116 1 79 1 117 1 80 1 118 1 81 1 119 1 82 1 120 1 83 1 121 1 84 1 122 1 85 1 123 1 86 1 124 1 87 1 125 1 88 1 126 1 89 1 127 1 90 1 128 1 91 1 129 1 92 1 130 1 93 1 131 1 94 1 132 1 95 1 133 1 96 1 134 1 97 1 135 1 98 1 136 1 99 1 137 1 100 1 138 1 101 1 139 1 102 1 140 1 103 1 141 1 104 1 142 1 ISSUE 1 ISSUE 2 ISSUE 3 ISSUE 4 DATE SEPTEMBER 2000 DATE DATE DATE ISSUE 5 ISSUE 6 ISSUE 7 ISSUE 8 NEAX2400 IMX CallCenterWorX Enterprise ACD System Manual Revision Sheet 2 7 NDA 24282
95. O trunk incoming to the non priority queue X Queuing Route Place C O trunk calls from station A to C station D and from station B to station E and let them terminate in the routes for the non D priority queue E trunk incoming to the priority queue F e Place C O trunk call from station C to station F and let it terminate in the route for the priority queue A Log on and After Call Work mode release at ACD agent position one of the agent positions in the split where calls queued in the non priority queue and priority queue are terminated and release the After Call Work mode A Incoming at ACD agent position L A Answering by ACD agent position Check that the first communication can be held with the originator of the call in the priority queue sta tion Check that the CW lamp on the agent position illuminates during queuing Check that the number of waiting calls is indicated on the MIS terminal of the supervisory position during queuing A Release of ACD agent position e After the above confirm the originators of the calls in the non priority queue station A then station B Apply the test procedure above to all splits END Note The priority of C O trunk call incoming queue is determined depending on the queue priority set with the Assignment of Trunk Group data ACDTG command NDA 24282
96. ON Single playback of No 1 channel Note 2 OFF Multiple playback of No 1 channel ON Single playback of No 2 channel Note 2 OFF Multiple playback of No 2 channel ON Single playback of No 3 channel Note 2 OFF Multiple playback of No 3 channel ON RAM Test data clear OFF RAM Test data store 6 OFF Not used 7 OFF Not used 8 OFF x Not used Note 3 When this card is used as announcement equipment SW6 1 SW6 4 should be set OFF Note 4 For Automated Attendant and Delay Announcement Attendant set single playback ON NDA 24282 E CHAPTER 4 Page 149 Revision 1 0 PA 4DATB DAT SWITCH STANDARD SWITCH NO SETTING SETTING MEANING Activation of RAM Test Normal setting Port Microprocessor is reset when MBR key is ON Port Microprocessor is not reset when MBR key is ON Not used Not used For recording from the phone jack Normal setting When starting recording from the phone jack or play back Normal setting Jumper Setting SWITCH SWITCH SHAPE SETTING DESCRIPTION Compression Law u law LEFT RIGHT Compression Law A law CHAPTER 4 NDA 24282 E Page 150 Revision 1 0 PA 4DATB DAT 6 External Interface When this card is used as an external music on hold source the following cable connection is r
97. ON OFF key The lamp goes out the previous display disappears and the following messages are displayed a b c d e f GOOD BYE SHIFT 08 02 37 The time since Log on in hours minutes and seconds ACD CALLS 209 The number of incoming calls handled AVG TALK 01 42 6 The average time spent with each call in minutes seconds and tenths of a second T WORK 01 23 45 The cumulative amount of time spent in Work Mode during the shift in hours minutes and seconds T BREAK 01 02 03 The cumulative amount of time spent in Break Mode during the shift in hours minutes and seconds The display returns to VACANT NDA 24282 CHAPTER 8 Page 427 Revision 1 0 SYSTEM OPERATIONS 2 2 ANSWER MODE The following procedures are used to set the ACD call answering mode of each agent position to automatic or manual a START END b START END CHAPTER 8 Page 428 Revision 1 0 ACD Call Automatic Answer Mode From the manual answer mode press the AUTO MAN key The lamp lights and AUTO ANSWER is displayed The agent enters the ACD call automatic answer mode When an ACD call comes in a zip tone is received Monitor number name Split name Trunk group name waiting time in the queue and calling party s number etc is displayed and the time to be spent for the conversation is indicated When the call is over press the RELEASE key ACD Call Manual Answer Mode From the automatic answer mode p
98. Par 294 AID ssa pees 295 Siranded Routing s ADD 2 mestotX s E qr REC dantcer e CROP DR ee 296 Trunk Trouble Report MES s ACD i aa sis dE ERE KE EE 297 eal Un er SR b DI Eo E ok aes Seb SOUPE Sed 298 of Day Week Routing Godaddy pera Ep 299 Codes AUD CR Vom 300 Taly De BEETS RESO Ide s 305 NDA 24282 TABLE OF CONTENTS Page iii Revision 1 0 TABLE OF CONTENTS CONTINUED Page V0 VARIABLE QUEUEING cus a EE Xa renis 306 WSA Wark D ACD PE LL 307 Work Mode Time Limit oeie cirerer he RR Ch CREER RE wa 309 TONE AOD ESERENXZ 310 Chapter 6 ACD Service Features Functional Test 5 311 NAP 219 101 ee eran EDUC ROR ERR oe o Huy 314 WAP 215 102 Call Distribution tG Agents 2 5 cee ke awed PHEW owe POEM ER 316 15 102 Priority Processing cod edo Cue 317 NAP 215 104 Automatie Call DISIFIDUBOE soa ssiri po PER Rd CER 318 NAP 215 105 Delay
99. Personal Queue Answer mode Auto Work mode Call Control Vector CCV Circuits Conditional threshold Default language Directory number Do Not Disturb Hardware type Holiday I ACD I O type Infolink Internal priority IVR Language Logon ID Automatic Call Distribution Automatic Call Distribution Processor For the NEAX2400 IMX the ACDP is built in the CPU of the PBX Virtual line of an ACD position Maintenance Administration Terminal MAT on which the ACD commands are loaded Selection of ACD position availability after ACD call completion In Work mode an ACD position becomes unavailable to receive ACD calls upon release from the previous ACD call In Available mode an ACD position becomes available to receive ACD calls upon release from the previous call Queues for calls that are directed to a specific ACD position Answer mode for ACD positions either Auto or Manual In Manual mode incoming calls ring at the position and are required to be answered manually In Auto mode calls are connected using the headset or handset and are introduced by a Zip Tone Occurs when the ACD position receives or places a call on the PBX line A list of instructions or steps for handling incoming ACD calls The number of trunks in a trunk group that are designated as ACD trunks Threshold values set for call acceptance of conditional queue calls into the queue of a target split The language that will be shown on
100. Programming Sheet Tenant Number TN 1 10 Schedule Number SCH 1 10 Monday MON Tuesday TUE Wednesday WED Day of week WEEK Thursday THU Friday FRI Saturday SAT Sunday SUN CCV start time TIME CCV index 1 900 CCV step 1 20 CHAPTER 7 NDA 24282 Page 416 Revision 1 0 ACDCOM ACD COMMUNICATIONS DATA ACDCOM ACD Communications Data 1 Function This command is used to set up the I O ports that are to be used for the Management Information Service s MIS and for Infolink Sal Communication Data I O Ports Trace Parameters Type Speed Update 1 Y 4 Call Process in i i setae MIS Errors 3 Y v List 4 M X Trace Destination 73 5 Y Buffer I O Port 6 Y Clock Adjustment Update Communication 2 Parameters Ports 1 to6 Type MIS 1 MIS 2 MIS 3 MIS 4 8 5 Infolink and OFF I O Speed 4 64 ms standard assignment 64 Trace Parameters Call Processing On Off MIS Errors On Off Normally set to OFF X409 Messages On Off Trace Destination I O Port Number 1 to 6 Buffer Normally set to Buffer Clock Adjustment 1 to 9999 default 1049 3 Programming The type of MIS will determ
101. RAM When equipping 64 kbit SRAM IC as parity RAM Test mode Always mis hit state Normal operation mode Fixed When equipping 64 kbit SRAM IC as parity RAM When equipping 256 kbit SRAM IC as parity RAM When equipping EPROM IC of either 1M bit 2M bit When equipping EPROM IC of 4M bit When equipping EPROM IC of either 1M bit 2M bit as parity ROM When equipping EPROM IC of 4M bit as pari ty ROM CHAPTER 4 NDA 24282 Page 76 Revision 1 0 SWITCH NAME SWITCH NO SETTING STANDARD SETTING PA CP54 CPU MEANING NI ND Om AJ WwW NT Re x x x x x x x x NDA 24282 CHAPTER 4 Page 77 Revision 1 0 PA CP54 CPU SWITCH SETTING SHEET MODULE SLOT NO SWITCH NAME SWITCH SHAPE REMARKS UP Circuit card make busy DOWN Circuit card make idle 7 ON Dual ACDP 7 OFF Single ACDP 7 ON IMX Systems 8 ON PA ME34 Mounted 8 OFF PA ME34 Not Mounted Standard Standard CHAPTER 4 NDA 24282 Page 78 Revision 1 0 PA ME34 CRAM PA ME34 CRAM 1 Function This circuit card is a RAM card for the ACD System and has memory capacity of 1 5 Mbytes ALMC IOC CPU CPU
102. Split Agent ACD N 12A Night Service ACD N 14A Non ACD Call ACD O 10A Overflow Outside ACD P 21A Priority Queuing ACD P 40A Pilot Numbers ACD P 45A Personal Emergency and Assist ACD Q 1A Queuing ACD R 19A Release ACD Position ACD R 145A Ring Delay ACD S 91A Splits ACD 5 97 Split Display ACD Position ACD S 98A Split Selection ACD S 108A Stranded Call Routing ACD T 24A Trunk Trouble Report MIS ACD T 49A Tally Count ACD NDA 24282 E CHAPTER 5 Page 197 Revision 1 0 OFFICE DATA DESIGN Table 5 2 ACD SERVICE LIST Continued FEATURE CODE SERVICE NAME 50 Time of Day Week Routing ACD 51 Tally Oh Codes ACD T 85A Tally Required ACD W 5A Work Mode ACD W 6A Work Mode Time Limit ACD Z 1A Zip Tone ACD CHAPTER 5 NDA 24282 E Page 198 Revision 1 0 ABANDONED CALL SEARCH ACD A 31A ABANDONED CALL SEARCH ACD GENERAL DESCRIPTION This feature prohibits abandoned incoming calls from being connected to agent supervisory positions Any trunk call disconnected during ringback tone is considered an abandoned call and is automatically removed from all queues Trunk calls disconnecting after the first announcement must provide disconnect supervision to be classified as an abandoned call and to be removed from all queues Once the ACD has answered a call some central offices are unable to inform the ACD when a trunk is no longer
103. System NEAX2400 IMX CallCenterWorX Enterprise ACD System ZZ 1 J AA TY 7 Announcement Machine Supervisory gt position Figure 2 1 Functional Outline of NEAX2400 CallCenterWorX Enterprise ACD System CHAPTER 2 NDA 24282 Page 4 Revision 1 0 GENERAL INFORMATION 2 2 FUNCTIONAL OUTLINE Presently telephone reception services are provided to a wide variety of businesses including mail orders and travel reservations However as the number of customers increase these services are often subjected to com plaints such as telephone calls not answered for long periods of time or the telephones being busy The agent positions receiving these calls also have problems which make their operators busy such as calls be ing concentrated on specific positions To solve the problems of customers and telephone operators the CallCenterWorX Enterprise ACD system provides a range of service features The addition of the Management Information System MIS to the ACD system saves excessive personnel expenses and communications costs based on calculations of the optimum number of operators and trunks The NEAX2400 CallCenterWorX Enterprise ACD System can connect large amount of incoming calls auto matically to the groups composed of ACD agent positions These calls are processed in the order of their arri
104. Traffic Data for Fusion Network Test Station Data Trunk Data Numbering Plan Service Feature Data List Up Commands 1 List Up Commands 2 Signal Translation Data Restriction Data Installation Local Data Memory Event PREBPBRBPBRBRPRBRBPPRRBERPEREEB Tool Ready CHAPTER 7 NDA 24282 Page 378 Revision 1 0 PBX AND ACD COMMAND PROGRAMMING The IMX ACD MAT menu is displayed Double click the icon corresponding to the function you wish to set EIS IMX ACD MAT File View Options MAT Report Window Help SRR hte AT 0003 Ready To identify the function place the cursor on the icon The name of the function is displayed Note To use the ACD On Line Help from of the Windows place the cursor in the box for the desired setting and press F1 NDA 24282 CHAPTER 7 Page 379 Revision 1 0 ACDTN ASSIGNMENT OF ACD TENANT DATA ACDTN Assignment of ACD Tenant Data 1 Function This command is used to assign list and print the following data for an ACD tenant 1 2 3 4 5 6 7 8 Tenant Number Tenant Name optional The number maximum of splits per tenant Default Language Operator Access Code IVR Pilot Number Outbound Answer Timer Agent Personal Queue Parameters Announcement Number and Overflow Forward Priority Tenant data gives the user an identity within the ACD system It also allows the tenant to determine th
105. VNDM function or ACD Trunk for Fusion function Basic ACD Option Ser vice software APL 0809 Series 7400 or later release Software install for AGENT ANYWHERE APL 0734 Series 7300 or later release Data Programming FPC number of Center Node providing VNDM ASYDN SYS1 INDEX533 e AGENT ANYWHERE is in service out of service ASYDL SYSI INDEX864 b2 MULTIPLE ACDPs in a Fusion Network is in service out of service ASYDL SYSI INDEX864 b3 FPC number of the node providing ACDP ASYDL SYS1 INDEX866 ACD incoming calls released before connecting with the ACD positions are not deleted from the queue Abandoned Call Search is ineffective ACD positions are not automatically released from the connection with an ACD call after the call is released Software to be installed Software install for extending the number of ports for SMEN terminal function Basic ACD Option Service software APL 0809 Series 7400 or later release Data Programming CM usage ASYD SYSI INDEX3I b0 3 OAI Call Processing Event Notification ASYD SYS1 INDEX241 b2 Number of ports for SMEN terminal ASYDL SYS1 INDEX864 b4 5 ACD agent position is locked up after transferring an ACD call to another position in the remote node Software Install Software install for extending the number of ports for SMEN terminal function Basic ACD Option Service software APL 0809 Series 7400 or later release Data Programming
106. a single split single split mode or from multiple splits multi split mode The agent s logon ID is programmed to specify which splits the agent can service The logon ID permits one to four sixteen specific splits to be listed or access to any split to be indicated If specific splits are listed then a priority or preference level is assigned to each split There are 99 priority levels 1 gt 99 splits can be assigned the same level An agent who is servicing multiple splits will have calls assigned based on a two level algorithm The first level of assignment is based on the priorities of the splits Calls from the split with the highest priority will always be connected before calls from splits with lower priorities The second level of assignment is the amount of time that the longest waiting call has been in queue This level is only used if two or more splits have the same priority If splits have the same priority then the call with the longest time in queue will always be connected before calls that have spent less time in queue The following examples where an agent is servicing four queues illustrate the two level algorithm Table 5 3 Call Distribution Algorithm SPLIT PRIORITY CALLS IN LONGEST NUMBER LEVEL WAITING CALL 15 seconds 45 seconds 20 seconds 50 seconds In this case the call in Split 1 will be connected to the agent Split 1 has the highest priority of the splits that the agent is
107. agent s ACD line are made by calling the personal pilot number If and only if the agent is on an ACD call or is in Work mode the call will be queued to the agent s personal queue The LOGON lamp functions as the call waiting indicator for the personal queue Calls in the agent s personal queue have priority over calls in any split queue Six pieces of data may be programmed independently for each agent s personal queue The Personal Pilot Number this is the number dialed in order to call to the personal queue Call Waiting Chime alerts the agent when calls arrive in queue may be off on first on always Maximum Queue Depth how may calls may be waiting in the agent s personal queue Forward Full CCV how to handle calls when the queue is full or when the agent is not available Not available includes the two states of a not logged into the ACD and b on Break Personal Queue Timeout how long a call may wait in queue before overflowing Overflow CCV how to handle calls which overflow in timeout Each call that is added to the personal queue abandons the personal queue or overflows from the queue invokes a display on the agent s console The display indicates the current depth of the personal queue for example PERS QUEUE 4 A call in a personal queue does not have an associated priority A call in a split queue does have an associated priority because the handling of a call in a split queue is based on the call s priority
108. and Supervisory Position assign RES 0 Restrict ed Note 3 SFI118 may be set to a I for Live Record when using an AD 16 40 vm system NDA 24282 CHAPTER 7 Page 347 Revision 1 0 AKYD ASSIGNMENT OF KEY DATA FOR D ERM AKYD Assignment of Key Data for Dierm 1 Note Note Note Function This command is used to assign delete and display the following key data corresponding to each line feature buttons of For details of this command refer to AKYD command NEAX2400 IMX Office Data Specification Line Key Data Function Key Data Precautions 1 Before assigning the key data for by this command be sure to assign the station data TN STN TEC 12 0 of the by ASDT command The station number assigned by ASDT command is referred to as My Line The My Line corresponds to the physical port associated with the LENS of a DLC ELC card 2 By assigning another station line to a function button by this command an incoming call terminated to a station line other than My Line can be answered or can be transferred to elsewhere as in the case of the My Line A station line other than My Line is referred to as a Sub Line A Sub Line can be assigned not only to but to any conventional telephone In addition the station data for My Line and Sub Line must be assigned via the ASDT command before the key data is assigned When the Sub Line and the My Line belong
109. and elapsed time in the queue When a call overflows from a personal queue or is forwarded from a personal queue and the call is then queued to a split the call must have a priority assigned to it Calls that overflow forward from a personal queue are placed in one of two categories for the purpose of assigning a priority 1 Calls that were received on an ACD trunk are given the priority of the trunk 2 Calls that were not received on an ACD trunk are given a priority that is programmed in the ACD database The single priority is set on a tenant wide basis CHAPTER 5 NDA 24282 E Page 208 Revision 1 0 AGENT PERSONAL QUEUE ACD OPERATING PROCEDURE The agent is handling an ACD call or is in Work mode when a non emergency non assist call to the agent s personal pilot number is received 1 2 The call is queued to the agent s personal queue The agent s display shows PERS QUEUE 1 which indicates that a single call in this example is in the agent s personal queue The LOGON lamp functioning as the call waiting lamp for the personal queue begins flashing The lamp flashes when the queue depth is one 1 or two 2 it winks when the queue depth is three 3 or greater The flash and wink thresholds are fixed in the System software If programmed to do so a chime personal queue chime will sound as an audio alert to the agent The chime can be programmed to sound for only the first call queued for each call queu
110. available You can choose simple overflow or one kind of conditional overflow by the office data The applicable conditional overflows are below e Queued call reaches the predetermined period and the number of queuing calls reaches the threshold 1 99 e Queued call reaches the predetermined period and the number of vacant agents becomes the threshold 1 250 When an ACD call which is not an overflowed call and an overflowed call are in queue the call termination priority can be assigned by office data The system computes the priority of an ACD call 1 250 determined by ACDPLT and overflowed call 1 250 determined by the ACDCCV Up Priority setting the the prior party the smaller priority number is given to be terminated to the available agent If priority data for the calls are the same the call termination by the FIFO orders CHAPTER 5 NDA 24282 E Page 278 Revision 1 0 OVERFLOW OUTSIDE ACD 19 OVERFLOW OUTSIDE ACD GENERAL DESCRIPTION This feature is provided by proper programming of Call Control Vectors specifically using the Transfer To instruction See Call Control Vector ACD C 108A for additional information NDA 24282 E CHAPTER 5 Page 279 Revision 1 0 PRIORITY QUEUING ACD P 21A PRIORITY QUEUING ACD GENERAL DESCRIPTION The ACD system supports 250 different queue priorities for every split Priorities in a split queue are assigned such that priority 1 calls have the highest p
111. code 100 ID 100 is not currently in use by another agent and is programmed for Split 1 which requires an ID code The agent is logged on to Split 1 and hears the success announcement or the service set tone programmed for access code 4300 The agent enters Work mode automatically upon logon After the Work Timeout expires 3 seconds for example the agent automatically enters Ready mode If ACD calls are waiting in queue one will be immediately assigned to this position At the conclusion of each call the position is placed in Work mode for three seconds then returned to Ready mode assuming the after call work timeout is programmed for three seconds At the end of the shift the agent calls the access code to logoff and is connected to the success announce ment or the service set tone Available since PBX software Series 7400 and ACD software Release 3 SERVICE CONDITIONS 1 The access codes dialed by agents from analog positions may be from two to five digits in length and may not contain any or digits even though these digits are commonly available on the station equipment typically used 2 Success and failure announcements are not connected to agents performing a transfer to the access code Only agents without a held party hear announcements 3 The PBX without announcement trunk can send the tone service set tone for success and reorder tone for failure to the agent since PBX software Series 7400 and ACD
112. exe HONORE HEE CRORES 31 4 System Start Up Procedure for Adding ACD Features 34 41 ACD Sofware Installation c eom m aw SPs Rhe SCC ar om EORR eR 34 42 Basic Data Assignment for Start UD uua debeo utu uf aol da oS A UR 36 5 Upgrading ACD System from NEAX2400 ICS to 24001 37 5 1 Hardware and Software Requirements 37 Bo Upgrading s iiss trenar Hes 39 Chapter 4 Switch Setting of ACD Olreult OSIdS suae cde seas esd x RU Y REX e RR ews 41 Dy Pik acu See oe OCDE OR eee V ee ea ay UG 41 2 Explanation of ACD odio Ep debes dnas aoo apa Sansa A ME d dc 42 PA DPSSIOPI ctl doe e ERROR REIHE ceed Ba ndum C ME HUE d ed dob WE 43 uuzgkecri 0 PD nC 49 mrugxtorkic mr 54 eck ee dox kd Meis EROR dd aue e d ieu Mis hee Rath 59 ua adus PR E aed fa cde mA SE UE qa e 64 uos irr NP P Lo PITT 68 mgl 72 PRES MT 79 PANGS UOC M BRETT 83 Pa TT nS 90 555
113. function in the self node only NCN ae ACD calls may be transferred to this system from other ACD systems via the data programming of PBX4 Fusion Network Type Systems using ACD Trunk in a Fusion Network PBX3 System providing ACD trunks only PBXA System providing ACD trunks and ACD positions Systems using AGENT ANYWHERE 5 System providing ACD trunks and ACD positions PBX6 System providing ACD trunks and ACD positions Also the node providing VNDM CN of VNDM and NCN Figure 5 4 Network Configuration of ACD systems NDA 24282 E CHAPTER 5 Page 191 Revision 1 0 OFFICE DATA DESIGN 1 The following is a quick reference of optional software and data programming for each ACD system type Type and Node Software and Data Programming ACD Software Built in ACDP software Series 7300 or later release ACD Option Service software basic APL 0809 Series 7400 or later release ACD Option Service software for defining the ACD capacity APL 0729 0733 ACD Option Service Software for AGENT ANYWHERE APL 0734 Series 7300 or later release System Data ACDP in service out of service ASYD SYS1 INDEX2 CM Usage Note 1 ASYD SYS1 INDEX31 b0 3 OAT in service out of service ASYD SYS1 INDEX79 b6 IP in system 0 is used not used ASYD SYS1 INDEX207 IP in system 1 is used or not ASYD SYS1 I
114. ieee aaa aad SRR Se POMS PERLE OSS SSL 13 NEAX2400 CallCenterWorX Enterprise ACD System Configuration 14 BUD ru RIGEN 15 Concept of Operation MOUS iius d hes vac poorer TREE 17 Slat Caution Indicato 4 sura Saleen EE X REA RERO ROTER ES OME DEKE 19 Model 8012 Portable Field Service Kit 20 Peripheral Equipment Installation Procedures 21 Connection of ACD Agent 22 Key Pads on ACD Agent Position Keyboard Dterm Series III 23 Key Pads on ACD Agent Position Keyboard Dterm Series 24 Connection of ACD Supervisory 2522522 55995555 RU ane RR 25 Key Pads on Supervisory Position Keyboard Dterm Series 26 Key Pads on Supervisory Position Keyboard Dterm Series E 27 Cable Connection between MIS and PBX 28 Connection of Emergency Recorder When Emergency Recorder Has Starting Terminal 29 Connection of Emergency Recorder When Emergency Recorder Does Not Have COMMA saved deu sd xa tues NAM qe 29 Connection of Announcement Machine 30 System
115. in the table below LAMP NAME COLOR STATE OPE Green Remains lit while this circuit card is operating CLK ALM Red Lights when a clock down occurred 5 Switch Setting Standard settings of various switches on this circuit card are shown in the table below SWITCH SWITCH STANDARD NAME NO PETING SETTING MEANING ON Circuit card make busy MB OFF x Circuit card make idle OFF Fixed 5 10 OFF x Fixed NDA 24282 CHAPTER 4 Page 97 Revision 1 0 PA GT17 SPGT Switch Setting Sheet SWITCH MODULE SLOT NO NAME SWITCH SHAPE REMARKS UP Circuit card make busy DOWN Circuit card make idle MB re 22 and 23 SWO 1 tf CHAPTER 4 NDA 24282 Page 98 Revision 1 0 PA 16ELCDD ELC PA 16ELCDD ELC 1 Function This circuit card is a line card which supports the interface of HDAC When using voice only 16 lines of HDAC can be connected to this circuit card Further by changing the switch setting this circuit card can be connected with eight 8 lines respectively of voice terminals and data terminals NUMBER OF LINE CIRCUITS NUMBER OF TIME SLOTS DATA COMMUNICATION FUNCTION REMARKS 8DLC Mode 8 circuits 16 Time Slots Available 16ELC Mode 16 circuits 16 Time Slots Not Available 0 zz INT COT C O Line Term
116. informs the caller that additional announcements will not be forthcoming and that the call will be handled elsewhere if the called agent does not answer and the personal queue time out is used and expires If the personal queue time out is not used the call will remain in the personal queue until it is either handled by the agent or the agent logs off or goes into Break mode In the latter case the call will go to the personal queue forward step A personal queue overflow step and a personal queue forward step both point to a step instruction in a particular Call Control Vector The indicated steps can be any CCV instruction The flash and wink thresholds for the LOGON lamp are fixed in the system they are not programmable The LOGON lamp will flash when the queue depth is one or two calls it will wink when the queue depth is three or more calls NDA 24282 E CHAPTER 5 Page 209 Revision 1 0 AGENT PERSONAL QUEUE ACD PROGRAMMING Step 1 Step 2 Step 3 AIGNN Assign telephone number for NDM AMNON Assign the pilot number monitor number for an individual call pilot number maximum 5 digits Note ACDTN ANNOUNCEMENT NUMBER OVERFLOW FORWARD PRIORITY ACDLOG Personal Queuing PILOT NUMBER MAX QUEUE DEPTH PERSONAL FORWARD CCV OVFT PERSONAL OVERFLOW CCV CALL WAITING CHIME Assign the announcement number per tenant announcement number for an individual call 0 58 0 means an announc
117. is controlled by the CCV by programming multiple PAUSE steps However the total time of multiple PAUSE steps should not exceed 999 seconds in a CCV CHAPTER 7 NDA 24282 Page 396 Revision 1 0 ACDCCV ASSIGNMENT OF ACD CCV DATA 3 Parameters ACDCCV TENANT NUMBER 1 10 CCV INDEX 1 900 CCV STEP 1 20 CCV ACTION See Table 7 6 ARGUMENT See Table 7 6 TRANSFER NUMBER Each represents a PBX number with a maximum of 22 digits Table 7 6 CCV Parameters ACTION ARGUMENT Remarks 0 Blank Vacant for future use 1 Pause 1 999 sec Waiting time before the next step Announcement Announce No 1 58 Delay Announcement Announcement 2 service in Night mode Announcement service on holidays etc 3 GoTo CCV CCV INDEX and STEP For repeated use 4 Hang up Forced to release 5 Transfer to PBX Transfer Index Number 1 10 Ex Dialed number of destination station in the night mode 6 New Priority Queue number 1 250 Change the calls Priority 7 8 Conditional Queue Split number 1 250 Split number of destination Note 1 9 Dequeue From Split number 1 250 Dequeued from the originally called split Note 2 10 Queue to Split Split number 1 250 Will connect if Agent is available 11 End CCV CCV is finished If Not Queued CCV Index and Step Number or When split queue is full jump to the 12 Busy designate CCV no or 0 Busy 13 Skip Percent to skip 1 99 The next step
118. is not distributed to the agent position Release of Auxiliary Work mode Press the AUX WORK key again so that the AUX WORK lamp goes out Incoming at ACD agent position Answering by ACD agent position Release by ACD agent position Apply the test procedure above to all splits CHAPTER 6 NDA 24282 E Page 326 Revision 1 0 ACD SERVICE FEATURES FUNCTIONAL TEST PROCEDURES NAP 215 113 ELC DLC Sheet 1 1 Supervisory Position ELC DLC COT Monitoring ACD Supervisor Agent Position tL H A START END Note LC EUER S C O trunk incoming e Place a C O trunk call from station A to station B Incoming at ACD agent position Answering by ACD agent position Monitoring Activation from Supervisory Position 1 Press the MON key on the supervisory position 2 Dial Agent ID code or 0 Agent position station No for non ACD calls Monitoring The supervisory position can monitor the conversation between station A and the agent position The supervisory position can monitor the call but cannot join the conversation Supervisory Override Operation Press the MON key on the supervisory position again BARGE is displayed Note The agent position and the call originator station A hear the warning tone Release Apply the test procedure above to all splits If one of the following operation is performed at this time monitoring is abandoned
119. mme 451 5 3 MIS Fault Rocovery Proceduros ce yet Ee eae Rab n ail as 452 duas bee Rea oh a gh Ae paci pos 458 Appendix Field Values Tor ACD BOISE especies peered douse ES ERR EN ERA CE 455 Appendix C ACD Service in Fusion edd onem end kom Re id om 463 TABLE OF CONTENTS NDA 24282 Page vi Revision 1 0 Figure Figure 2 1 Figure 2 2 Figure 2 3 Figure 2 4 Figure 2 5 Figure 2 6 Figure 2 7 Figure 2 8 Figure 2 9 Figure 3 1 Figure 3 2 Figure 3 3 Figure 3 4 Figure 3 5 Figure 3 6 Figure 3 7 Figure 3 8 Figure 3 9 Figure 3 10 Figure 3 11 Figure 3 12 Figure 3 13 Figure 3 14 Figure 3 15 Figure 3 16 Figure 3 17 Figure 4 1 Figure 4 2 Figure 4 3 Figure 4 3 Figure 4 4 Figure 4 4 Figure 4 5 Figure 4 5 Figure 4 6 Figure 4 7 Figure 4 7 Figure 4 7 Figure 4 8 Figure 4 8 Figure 4 8 Figure 4 9 Figure 4 10 Figure 4 10 Figure 4 10 Figure 4 11 Figure 4 11 LIST OF FIGURES Title Page Functional Outline of NEAX2400 CallCenterWorX Enterprise ACD System 4 Block Diagram of ACD System Single CPU Block Diagram of ACD System Dual CPU Configuration 8 Outer View of Dterm Series Ill Agent Position 2 13 Over View of Dterm Series E Agent Position 12 SUPEIMISOIY POSMONS oc
120. reflects the status of the first split that has either reached a threshold the first to reach a higher threshold flashing or the status of the split which has exceeded a threshold by the greatest amount of calls The NIGHT lamp for an agent in multi split mode reflects the night mode of the attribute split The agent is allowed to put the attribute split into Night mode or remove the attribute split from Night mode Table below summarizes the valid combinations of an agent s split mode the splits allowed to the agent and the splits allowed to the position Recall that a logon ID which allows the agent to operate in multi split mode and service any split is not permitted The intersection of the rows and columns presents the split mode in which the agent will operate and the split or splits the agent will service indicated with lower case letters in parentheses a b c d Table 5 5 Valid Logon ID Position Combinations Agent s Logon ID ACDLOG Split Mode single split or multi split MULTS 0 1 Allowed Splits List a b c d or Any Split SPLIT Position s Allowed Single Split List Single Split Multi Split List Splits ACDPSN a b c d Any Split a b c d Single a SPLC 1 Single a Single a Multi a b c d Any SPLC 0 Single a b c d Not Allowed Multi a b c d NDA 24282 E CHAPTER 5 Page 273 Revision 1 0 MULTI SPLIT AGENT ACD The splits allowed to a position or an
121. repaired by referring to system messages concerned and the fault recovery procedure 2 MAINTENANCE Daily Maintenance System Messages for Routine Maintenance ACDP and MIS 3 SYSTEM MESSAGES Message Detail Data 4 FAULT DIAGNOSTICS Diagnostics from System Messages 5 FAULT RECOVERY PROCEDURE MIS 1 MIS Restart Processing Figure 9 1 Flow of Maintenance Work NDA 24282 E CHAPTER 9 Page 435 Revision 1 0 SYSTEM MAINTENANCE 2 MAINTENANCE 2 1 DAILY MAINTENANCE The daily maintenance of the ACD System consists of the following checking Checking if the following system messages related to ACD system is displayed 4 R TCP IP Link Failure 65 Q ACD MIS LOCK UP 6H Bad Call Notification ACD 26 V LAN Interface Error Report 2 1 1 THE RELATIONSHIP BETWEEN SYSTEM MESSAGES AND LAMP INDICATIONS When the system has detected a fault the corresponding system message is given and simultaneously the related lamp on the TOPU illuminates Table 9 1 shows the relationship between system messages and lamp indications Table 9 1 System Messages and Lamp Indications on the TOPU SYSTEM MESSAGE LAMP ON THE TOPU REMARKS NAME MJ MN SUP NON TCP IP Link Failure ACD MIS LOCK UP Bad Call Notification LAN Interface Error Report CHAPTER 9 NDA 24282 E Page 436 Revision 1 0 SYSTEM MAINTENANCE SYSTEM MESSAGES 3 1 SYSTEM MESSAGES AND THEIR MEANINGS The system m
122. seconds to display 3 thru 9 seconds default 4 When using display code 3 time in queue merged display the actual time in queue will be merged with the previous display if possible The previous display must be 11 characters or shorter for the merge to be allowed 10 or shorter if the time in queue was over 10 minutes For example if the agent entered Tally 021 58 38 the request is to display the Pilot number text for eight seconds and merge the time in queue on the end of the display If the Pilot number text was SALES then the display would show SALES 0 48 for eight seconds On the other hand if the Pilot number text was APPLICATIONS 12 characters then the first display would be APPLICATIONS for eight seconds followed by TIME IN Q 0 48 for eight seconds Use display code 4 to force the time in queue display to always be displayed alone that is not merged with the previous display even when space permits Use a time code of zero seconds to indicate that the final display should remain on the display for the duration of the ACD call Tally Oh code 021 can be entered at any time to reset the display to the default information For example if the agent entered Tally 02 1 42 60 the time in queue will be displayed alone for two seconds code 42 followed by the ANI digits being displayed for the remainder of the ACD call code 60 All digits beyond the permanent display will be ignored
123. serving Thus the fact that Split 1 has the fewest calls and the call with the shortest time in queue is not consideration Table 5 4 Call Distribution Algorithm Il SPLIT PRIORITY CALLS IN LONGEST NUMBER LEVEL WAITING CALL 60 seconds 35 seconds 65 seconds In this example the next call that is connected to the agent will be the longest waiting call from Split 2 The split with the highest priority Split 1 does not have any calls in queue Split 2 and Split 3 have the same and next highest priority Thus the longest waiting call will be selected and that call resides in Split 2 60 seconds as opposed to 35 seconds NDA 24282 E CHAPTER 5 Page 271 Revision 1 0 MULTI SPLIT AGENT ACD The splits that an agent can handle are not based solely on the agent s logon ID A combination of three factors determines which splits a specific agent at a specific position can handle These factors and their associated variables are 1 splits allowed by the agent s logon ID which can be a list of one to four sixteen specific splits or any split 2 splits allowed by the position which can be one specific split or any split 3 split mode allowed by the agent s logon ID which can be single split or multi split The ensuing paragraphs describe the scenarios associated with each possible combination of the three factors While examining these scenarios it would be beneficial to r
124. setting is not necessary Example IP Address 133 206 8 1 517 INDEX Set Hex 515 85 516 CE 518 517 08 518 01 Subnet Mask Hex for PBX over External LAN 519 Note This data is valid when the PBX is connected to the external PC LAN 520 When default IP address 172 16 253 0 for the PBX is used this data setting is not necessary 1 Example Subnet Mask 255 255 0 0 521 INDEX Set Hex 519 FF 520 FF 522 521 00 522 00 Default Gateway Address of External LAN 523 Gateway Address IP address of Router of Network con necting PBX Note This data is valid when the PBX is connected to the external PC LAN 524 If no Network Gateway assignment data is 00 Hex in Index 523 through 526 Example Default Gateway Address 133 206 8 254 525 526 NDA 24282 CHAPTER 7 Page 339 Revision 1 0 ASYDL ASSIGNMENT OF SYSTEM DATA INTO LOCAL DM LDM System Data LDM 1 Programming Sheet SYSTEM DATA TYPE SYS SYSTEM DATA INDEX INDEX 512 1535 533 864 DATA DATA 00 FF Hex BIT CORRESPONDING DATA DATA 0 1 SYSTEM DATA CONTENTS FPC of the node providing ACDP bo 0 1 Built in IP ACDP is not used used Note 1 b Output the system message 4 R when TCP IP connection is normally disconnected 0 1 Effective Ineffective 0 1 AGENT ANYWHERE is out of service in service Note 2 Note 3 0 1 Multiple ACDPs is not available ava
125. shown below a When this circuit card is mounted in PIMU A Mounting Module PIMU A 00 01 02 Note Indicates that the slots are a universal slot for line trunk circuit cards NDA 24282 E CHAPTER 4 Page 155 Revision 1 0 PA 4DTLA 4DTL b When this circuit card is mounted in PIMB Mounting Module 00 01 02 15 16 Note Indicates that the slots are a universal slot for line trunk circuit cards 3 Face Layout of Lamps Switches and Connectors The face layout of lamps switches and connectors of this circuit card is shown below RFBS N OPE O ECSL N OPE X SFBS 154 RSBS O BL3 O BL2 BL1 Q BLO KS sw1 a swo E i Side View Front View CHAPTER 4 NDA 24282 E Page 156 Revision 1 0 PA 4DTLA 4DTL 4 Lamp Indications The contents of lamp indications of this circuit card are shown in the table below LAMP NAME Status ON The Port Microprocessor is operating normally ON The Port Microprocessor is not operating due to MB switch
126. software Release 3 CHAPTER 5 NDA 24282 E Page 212 Revision 1 0 ANALOG ACD POSITION ACD PROGRAMMING Step 1 Step 2 AMNON Assign the Access Codes used in ACDANA pilot number monitor number Maximum 5 digits N_NMI number monitored Index 1 4095 ACDANA ACC Access code Maximum 5 digits assigned in AMNON Feature Logon with ID code Logon without ID code Logoff Ready Mode Work Mode Break Mode Tally Code Trunk Trouble Day Mode Single Day Mode All Night Mode Single Night Mode All Permanent Work ID Logon ID Valid for Logon with ID Feature CODE Tally code Valid for Tally Code Feature TYPE Break type Valid for Break Mode Feature S ANT Success Announcement or Tone 0 Service Set Tone 1 58 Announcement No programmed in AADT Analog ACD position will be connected to the announcement upon successful operation F ANT Failure Announcement or Tone 0 Reorder Tone 1 58 Announcement No programmed in AADT Analog ACD position will be connected to the announcement upon failed operation Note Valid since PBX software Series 7400 and ACD software Release 3 Step 3 Step 4 ACDSPL Assign the split data ACDPSN Position Number My line number for the analog agent Note ACD My line number for the analog agent Yes Analog agent position Note Position and ACD number same for Analog Agent NDA 24282 E CHAPTER 5 Page 213 Revision 1 0 ALTERNATE NIGHT CCV ACD
127. status may be incorrect Do not allow Call Pickup to ACD lines may cause incorrect MIS status CHAPTER 7 NDA 24282 Page 392 Revision 1 0 ACDPSN ASSIGNMENT OF ACD POSITION DATA 9 One of the following conditions must be met before using this command ACD line number and PBX line number are assigned using the ASDT command ACD line number and PBX line number are assigned using the ALGSL command ACD line number and PBX line number are assigned using the ALGSN command 10 The relationship between ACDLOG and ACDPSN is shown in Table 7 5 ACDLOG SPLITS SPECIFIED Table 7 5 Programming Considerations LOGON TO A SPECIFIC SPLIT LOGON TO MULTIPLE SPLITS MULTI SPLIT NO Single logon Max 16 split is programmed in ACDLOG If Logon ID list contains the Specified Split in ACDPSN the Agent will be ALLOWED to Logon to the system MULTI SPLIT NO Single logon Any is programmed in ACDLOG The Specified Split in ACDPSN will be ALLOWED to Logon to the system MULTI SPLIT YES Multi logon Max 16 split is programmed in ACDLOG If one of the splits on the list is allowed by ACDPSN ALL SPILITS ARE SERVICED MULTI SPLIT YES Multi logon Any is programmed in ACDLOG Not valid WILL NOT ALLOW LOGON to the system SPLIT ANY SPLITS System prompts for a Split from ACDLOG Agent must select one Split from the list 3 Parameters Not valid WILL N
128. styles of operation give rise to different needs regarding what information is presented first Now each agent can specify how much information they want and in what order The setup for the custom connection displays is controlled by each agent through the entry of a special Tally Oh code designed for this purpose By entering the proper codes and durations the agent can customize the sequence and timing of the displays received when an incoming ACD call commences ringing at the agent position and when the agent answers the call Only one sequence is specified and the same set of displays will be generated at time of ringing and answer The following table indicates which displays can be selected and the Display ID Code for each Connection Display Codes Display ID Code Display Description 3 Time in queue merged display 4 Time in queue stand alone display 5 Pilot number text gate ID 6 ANI digits received 7 Customer entered digits via 8 Answering split name 9 Current queue depth and longest call time 10 thru 29 reserved A maximum of five displays may be selected A duration from 3 to 9 seconds is assigned to each display and is specified using the setup Tally Oh code As an option the final display can be set to display for the remainder of the ACD call be entering a time of 0 seconds A Tally Oh code exists which can reset the permanent display and allow the standard conversation timer to
129. subsequent calls are introduced by a Zip Tone at the agent s or supervisor s headset and then the caller is automatically on line To set Manual Answer from the AUTOMATIC ANSWER mode Step 1 agent or supervisor presses the AUTO MAN key Step 2 0 display shows MANUAL ANSWER and the AUTO MAN lamp is extinguished Step 3 subsequent calls are introduced by the normal ringing of the D set SERVICE CONDITIONS Step 1 The AUTO MAN key can be pressed at any time as long as the agent or supervisor is logged onto the ACD system Step 2 If the supervisor or agent is engaged in a call when the AUTO MAN key is pressed the answering mode change will take effect upon the completion of the call in progress Step 3 If the agent or supervisor is in the Auto mode and hears Zip Tone introducing the next call and presses the AUTO MAN key at that moment the next call will not be answered until after the current call is completed Refer to Zip Tone ACD Z 1A for related information Step 4 When the agent console is set for AUTOMATIC ANSWER normal ACD calls are introduced by one burst of tone i e Zip Tone Overflowed calls and calls which arrive at the agent position as a result of forwarding from another split are announced by two bursts of tone Step 5 AUTOMATIC ANSWER applies only to ACD calls It does not apply to calls which terminate to an agent s or supervisor s LINE key Step 6 AUTOMATIC ANSWER applies
130. test procedure above to all splits NDA 24282 E CHAPTER 6 Page 323 Revision 1 0 ACD SERVICE FEATURES FUNCTIONAL TEST PROCEDURES NAP 215 110 Sheet 1 1 After Call Work Automatic START END Log off all ACD agent and supervisory positions then log on only one position Office data change Agent Position ELC DLC COT Using the ACDSPL command assign 0 Automatic After Call Work mode setting to parameter AFTER C O trunk incoming e Place a CO trunk call from station Incoming at ACD agent position Answering by ACD agent position C O trunk incoming e Place a trunk call from station A to station C B to station C Release by ACD agent position automatic setting of After Call Work mode Check that when the agent position release the After Call Work mode is set automatically Release of After Call Work mode Press the WORK key so that the WORK lamp goes out Incoming at ACD agent position Answering by ACD agent position The agent position starts communication with station B Release by ACD agent position Release of office data Apply the test procedure above to all splits CHAPTER 6 Page 324 Revision 1 0 NDA 24282 E ACD SERVICE FEATURES FUNCTIONAL TEST PROCEDURES NAP 215 111 ELC DLC Sheet 1 1 Supervisory position ELC DLC COT Assistance Agent position cH H
131. 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 CPU LOCAL BUS APINT APINT ALMC IOC CPU CPU v ACDP ACDP RS 232C Non protocol COPY COPY ACD MIS CRAM CRAM APM A E IMX ACD system Module Type Position within the System 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 9 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 SWi1 _SW5 SW4 L SW6 h SWO h SW2 L SW3 MG CHAPTER 4 Page 60 Revision 1 0 NDA 24282 PA AL16 ALMC 4 Switch Settings Standard sett
132. the Fusion Network 2 Data for ASYDN assigned at Network Control Node has priority over data for ASYDL assigned at LN Local Node in the Fusion Network 3 The ASYDN command consists of SYS1 INDEX 0 1535 4 For more details see the Fusion System Manual System Data NDM Programming Sheet BIT CORRESPONDING DATA SYSTEM DATA INDEX INDEX 0 1535 SYSTEM DATA CONTENTS DATA 0 1 Network Data Memory NDM usage Assign data 1 the memory block is used for the corresponding memory block bit Memory Block Memory Block 0 Memory Block 1 Memory Block 2 Memory Block 3 Memory Block 4 FPC number of the node that has the standard VNDM 1 253 NDA 24282 CHAPTER 7 Page 341 Revision 1 0 AOKC ASSIGNMENT OF OAI KEY CODE AOKC Assignment of OAI Key Code 1 Function This command is applied to define the usage of D buttons line feature key and flex key 2 Precautions 1 AOKC must be programmed before AKYD is programmed 2 For station assignment the OAI Key Codes correspond to the Function Key Code FKY range from 34 through 47 refer to AKYD 3 After the OAI key code data is changed or deleted by this command or the system initial is executed newly programmed data is invalid for the first operation 4 OAI key code data programmed in this command must be set to all nodes to be provided ACD service for Fusion network 3 Parameter
133. the display of an ACD position that is logged onto the ACD system Night Assist and Emergency destination programmed in split data ACDSPL Occurs when none of the ACD positions of an ACD split are logged on Specifies if the position is a or analog agent A date designated as a holiday within the ACD system subject to holiday call handling procedures see ACDHC and ACDHS Integrated ACD Defines which type of MIS or Infolink will be used on the input output port A data communications link between the ACD system and external computer equipment such as host and IVRs Priority at which an internal call will be handled Interactive Voice Response unit A voice prompting unit that can be guided through menus via DTMF signalling Language to be used for ACD terminal display ID code used to logon to the ACD system NDA 24282 APPENDIX A Page 453 Revision 1 0 GLOSSARY Logon required MAT Maximum queue depth MIS MIS I O port PBX line Pilot number Queue priority Route To Split Splits Allowed Tenant Tenant name Tenant number Transfer priority Trunk group Week schedule APPENDIX A Page 454 Revision 1 0 Specifies whether ID entry is required for an ACD position to gain access to the ACD system Maintenance Administration Terminal The number of calls that can be placed in queue Management Information System Designates the I O port s used for MIS The My Line of an ACD position
134. the inadvertent completion of a transfer Because of these variations for station users the feature is best described as unpredictable for stations and should be avoided if possible 10 TRANSFER TO PBX n This instruction transfers the call to the specified Transfer Index Number 1 10 A Transfer Index Number is associated with a telephone number the telephone number can have a maximum of twenty two digits The telephone number can be associated with an internal extension an operator a UCD group voice mail an outside number via Least Cost Routing LCR or a system speed dial code This instruction removes the call from every queue in which it currently resides With the exception of transfers across CCIS if the specified telephone number is not busy this instruction will complete the CCV call processing If the specified telephone number is busy CCV processing will resume at the next step following a two second delay If the transfer is across CCIS this instruction will complete the CCV processing whether the specified telephone number is busy or not If the transfer is to a local UCD group with all members busy UCD queuing will not take place even if the feature is enabled The call will continue processing the CCV in an all busy UCD group CHAPTER 5 NDA 24282 E Page 230 Revision 1 0 11 12 13 14 15 16 CALL CONTROL VECTOR ACD NEW PRIORITY n This instruction is used to change the current priorit
135. this circuit card is operating CLK ALM Lights when a microprocessor operating clock failure has occurred in this circuit card COP ALM Lights when a C level 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 STANDARD NAME SWITCH NO SETTING SETTING MEANING Circuit card make busy Circuit card make idle Starting of reset of this circuit card For MMG ICS UMG ICS UMGx Normal Setting For IMG IMX ICS IMGx IMGxh IMGdxh Normal Setting When connecting the ACD System to MMG ICS UMG ICS UMGx and when the data memory of ACDP is to be cleared at the time of ACDP initialization CRAM Clear 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 CHAPTER 4 NDA 24282 Page 74 Revision 1 0 SWITCH NAME SWITCH NO SETTING STANDARD SETTING PA CP54 CPU MEANING Memory Parity Alarm Inhibited Memory Parity Alarm not inhibited External NMI input inhibited External NMI input not inhibited Memory Alarm NMI inhibited Memory Alarm NMI not inhibited COPALM inhibited COPALM not inhibited
136. through Fusion Network The tables below show which data programming is changed in ac cordance with these conditions in terms of data and commands Basic Office Data Data Description Monitor number Notice 1 AMNON is used in place of AMNO 2 Telephone number for Monitor number pilot number is assigned in ALGNN com mand before the monitor number data assignment 3 ACNON is used in place of ACNO Announcement data AADTN is used in place of AADT Back up UCD data ASHUN is used in place of ASHU See Uniform Call Distribution UCD U 1 in Fea ture Programming Manual Other data Logical route number 1 254 and telephone number max 5 digits are used NDA 24282 E CHAPTER 5 Page 181 Revision 1 0 OFFICE DATA DESIGN ACD Command Data See Chapter 7 PBX and ACD Command Programming for details of each command Data Description Notice ACDANA Telephone number monitor number pilot number should be set in AMNON before this command ACDCCV Telephone number is programmed when the transferred destination is a station ACDIVR Telephone number is programmed for Access number to IVR ACDLOG Telephone number is programmed in Personal Assist and Personal Emergency ACDPLT Telephone number monitor number pilot number should be set in AMNON before this command ACDPSN Telephone number is programmed in ALGSN Position Number and ACD PBX Line Number ACDSPL Teleph
137. time segment to another 2 n processing the CCV for a particular time of the week a Queue to Split instruction in the CCV may find a split in Night mode or in split call forwarding In this case the Night mode or split call forwarding will take over the routing of the incoming call See Night Service ACD N 12A and Call Forwarding Split ACD C 127A for more information PROGRAMMING Refer to Assignment of ACD CCV Data in Chapter 7 NDA 24282 E CHAPTER 5 Page 299 Revision 1 0 TALLY OH CODES ACD T51A TALLY OH CODES ACD GENERAL DESCRIPTION Tally Oh Codes are reserved for special use by agents or supervisors in the ACD system and are not reported to the MIS These codes invoke various actions such as statistical displays and mode changes Tally Oh Codes always begin with the digit zero 0 This trait of always using a leading digit of 0 differentiates the Tally Oh Codes from the Tally Codes which are reported to the MIS system for statistical analysis The Tally Oh Codes are divided into three categories which are suggestive of the types of users who are most likely to need those codes Only the Supervisor Codes can be restricted on a per position basis All other codes may be used at any ACD position The following three tables illustrate the purpose and usage of the Tally Oh Codes for Agents Supervisors and Technicians OPERATING PROCEDURE 1 agent supervisor presses the TALLY key at any time
138. to gether with lamp S1 S2 or S3 so as to specify the contents of the fault Flashes when data frame has been sent out onto the LAN Lights when this circuit card is ready to operate Remains lit while the power supply to this circuit card is on 5 Switch Setting Each switch setting on this circuit card and its meaning are shown in the tables on the following pages The CC98 Internet address is set by using the AIPT MAT command For ICS and IMX Internet is set only by the AIPT command For HDS IMG configurations the AIPT command is used for setting the Internet address for software versions J04 7 and higher Contact NEC Personnel for Internet address settings in HDS software versions below J04 7 Each CC98 card must have a unique MAC address This MAC address allows each CC98 to be different from each other and different from any other LAN system The MAC address is twelve digits in length Switches SWO and SW1 are used to set the lowest three digits The remainder of the MAC address is fixed The Internet address set by AIPT is used with the MAC address to allow the CC98 to connect to LAN net works Note ftwo or more CC96 cards are connected on the same LAN each must have a unique MAC address CHAPTER 4 NDA 24282 E Page 166 Revision 1 0 PA CC98 ETHER DEFAULT SWITCH SETTING SETTING MEANING ON Sets 0 corresponding to bit 0 of MAC address 12345678 OFF Sets 1 corresponding to bit 0 of M
139. while on the ACD call the request will be honored and the agent will not be placed in Ready mode at the conclusion of the ACD call The agent is placed in Work mode automatically if an assigned ringing ACD call has not been answered and the Recover Call feature has been activated and removed that call from the agent s position The WORK lamp flashes to visually inform the agent of the forced entry into Work mode This prevents the agent from receiving another ACD call e If the split is also setup for Automatic Work Mode with PBX Call and Work Mode Restriction is set then the position will be placed in the Break mode instead of the Work mode when PBX calls are assigned If the agents within a split are allowed to enter Work mode the mode can be entered given the following conditions e The agent from the Ready Mode presses the WORK key e The agent is placed in Work mode automatically upon logon This prevents a call from being connected be fore the agent is prepared to handle the call e The agent is placed in Work mode automatically at the conclusion of an ACD call if the after call mode of the split is set to Work e The agent is placed in Work mode automatically if an assigned ringing ACD call has not been answered and the Recover Call feature has been activated and removed that call from the agent s position The WORK lamp flashes to visually inform the agent of the forced entry into Work mode This prevents the agent from
140. 0 optional 0 none number be made File comment Any supplementary remarks you wish to be associated with up to 60 optional remark the file characters Goto CCV _ Defines action CCV index and step to be taken if the CCV forward full referenced logon ID is not logged on the system forward or index if the personal queue is full full 1 900 none optional and step 1 20 Goto CCV Defines action CCV index and step to be taken when there CCV overflow is an overflow timeout index 1 900 none optional and step 1 20 Holiday CCV list of entries to be followed when a Holiday Schedule is Time list used Each entry consists of a start time and a CCV index and HH MM step CCV none optional index and step Holiday date The month and day that is defined as a holiday Date er oca MM DD p Holiday Reference number for a holiday schedule schedule 1 3 optional number Hot split Specifies whether this split is to be used for hot positions Yes No No optional Internal Priority that a station call will receive when queued within the 1 high 15 priority local system when presented to the pilot number 250 low gu APPENDIX B NDA 24282 Page 458 Revision 1 0 FIELD VALUES FOR ACD SCREENS Table B 1 Field Values for ACD Screens 5 8 DEFAULT REQUIRED FIELD NAME DESCRIPTION VALUES SETTING OPTIONAL IV
141. 00 07 NDA 24282 E CHAPTER 9 Page 445 Revision 1 0 SYSTEM MAINTENANCE Call was recovered after ringing too long at an agent s ACD line The ringing time can be set with the ACDSPL MAT command The agent was 4301 the ringing time was 45 seconds the split number was 2 the calling party was station 5800 and the held party was route 17 trunk 4 1 20 29 43 Al 00 00 45 02 2 58 AA 00 00 0017 00 04 The ACD detected corruption in the list of critical pointers The pointer was 8000 1234 and the corrup tion type was 2 The corruption has been corrected and should not cause future problems 1 20 30 80 00 12 34 00 02 2 00 00 00 0000 00 00 An ACD call released from an agent while on hold The agent was 4301 three minutes and 20 seconds have elapsed since the caller was put on hold and the caller was route 15 trunk 7 1 20 31 43 Al 00 00 03 20 2 0015 00 07 0000 00 00 Count of incoming messages from the PBX to the ACD This printout will be done once an hour on the hour There are 10 counters each of which count messages for 6 minute blocks In the first 6 minutes of the hour there were hex 482B messages There were hex A655 messages in the second 6 minutes etc This is used primarily for determining a relative traffic count 1 20 32 2 48 55 A6 1C 56 2 62 98 BO 26 4D EF 78 ACD initialization completed This message will follow the 14 ACD Initialization Started msg 1 20 33 00 00 00 00 0000 2 00 00 00 00
142. 00 1A 43 A2 00 00 2 00 05 0014 0000 00 00 2 4A A3 00 00 00 00 00 00 An attempt to connect route 7 trunk 3 to agent 6640 has failed Caller is being re queued 2 00 07 00 00 00 00 00 2 00 03 00 15 00 00 00 00 2 00 03 00 15 00 00 00 00 2 00 00 00 00 00 00 00 2 00 00 00 00 00 00 00 00 2 38 88 00 00 00 00 00 00 2 38 88 00 00 00 00 00 00 2 38 88 00 00 00 00 00 00 NDA 24282 E SYSTEM MAINTENANCE Supervisor 3888 used Tally Oh code to force agent 3005 into work mode 1 20 13 5 00 00 00 00 2 38 88 00 00 00 00 00 00 The ACD has started the initialization process of release 2 12 Last initialization prior to this one was on September 25 at 7 15 pm This msg will be followed by the number 33 ACD Initialization Complete msg 20 14 0212 0000 00 00 2 00 00 00 00 00 00 00 00 The ACD has exhausted available memory new trunks will not be accepted 20 15 00 00 0000 00 00 2 00 00 00 00 00 00 00 00 The ACD has exhausted available call records new calls will receive ring back tone 20 16 00 00 0000 00 00 2 00 00 00 00 00 00 00 00 The ACD has exhausted available station records additional ACD calls from business stations agent PBX lines or attendants will not be accepted 1 20 17 0000 0000 00 00 2 00 0000 0000 00 00 The ACD has exhausted available queue records additional queueing of ACD calls will not be pro cessed 1 2018 0000 0000 00 00 2 00
143. 1 The timer is 32 sec mode 5 Designation of Circuits No 2 and No 3 The timer is 32 sec mode 6 Designation of All Circuits The timer is 60 sec mode F Recording from a telephone set SW10 ON Circuit No 0 make busy request 0 Circuit No 0 is designated during a recording OFF x Circuit No 0 make busy request cancel ON Circuit No 1 make busy request 1 Circuit No 1 is designated during a recording OFF x Circuit No 1 make busy request cancel ON Circuit No 2 make busy request 2 Circuit No 2 is designated during a recording OFF x Circuit No 2 make busy request cancel ON Circuit No 3 make busy request 3 Circuit No 3 is designated during a recording OFF x Circuit No 3 make busy request cancel SWI2 UP Recording from a tape recorder WRITE WR KEY mode DOWN x Normal setting Note When this circuit card is being used as an external hold tone source set 0 4 or 6 by timer mode CHAPTER 4 Page 140 Revision 1 0 NDA 24282 E PA 4DATA 4DAT 6 External Interface Accommodation of theLT connector leads of this circuit card and connecting route diagram are shown be low a LT Connector Lead Accommodation when this circuit card is mounted in PIMA LT Connector Accommodation m Accommodated in 1 71 Accommodated in 2 71 Ez Accommodated in 3 71 LTO 2 4 6 8 10 Connector LT1 3 5 7 9 11 Connector LT1 3 5 7 9 11 Connector
144. 2 SW01 3 NON PROTOCOL RS 232C SW10 SW11 1 SW11 2 SW11 3 PORT DATA SPEED SETTING SWII ON ON OFF 600 bps for Port 1 2 ON OFF ON 1200 bps SWI2 ON OFF OFF 2400 bps for Port 2 OFF ON ON 4800 bps 3 OFF ON OFF 9600 bps OFF OFF ON 19200 bps MIS Port Sets the non protocol RS 232C port stop bit Interface ON x length to 1 bit 4 Sets the non protocol RS 232C port stop bit OFF length to 2 bit Sets the non protocol RS 232C port data length ON x to 7 bit 5 Sets the non protocol RS 232C port data length OFF to 8 bit 6 Swo01 6 Swo01 7 NON PROTOCOL RS 232C PORT SW11 6 SW11 7 PARITY BIT SETTING ON ON ODD Parity Check ON OFF EVEN Parity Check standard setting 7 OFF OFF No Parity Check is to be made Sets the polarity of non protocol RS 232C PB ON signal to Not Provided 8 Sets the polarity of non protocol RS 232C PB OFF x signal to or sets PB signal to Provided Note Ports 0 1 and 2 translate to MIS ports 1 2 and 3 NDA 24282 CHAPTER 4 Page 57 Revision 1 0 PH PC27 EAPI SWITCH SETTING SHEET MODULE SLOT NO ME SWITCH SHAPE REMARKS UP Circuit card make busy DOWN Circuit card make idle 2 4 5 6 ON only 2 4 5 6 ON only 2 4 5 6 ON only CHAPTER 4 NDA 24282 Page 58 Revision 1 0 PA AL16 ALMC PA AL16 ALMC 1 Function This circuit card collects fault information and manages a dual configuration system of
145. 3 LC TART END H ri Fr C O trunk incoming e Place a C O trunk call from station A to station B Incoming at ACD agent position Answering by ACD agent position Assistance activation Press the ASSIST key on the agent position so that the ASSIST lamp illuminates Incoming at supervisory position e The call is terminated as non ACD call to the supervisory position Answering by supervisory position Thecommunication between the agent position and supervisory position starts while the C O trunk call is held Three party conference call Press the CONF key on the agent position to start three party conversation Release by ACD agent position The communication takes place between the C O trunk station A and supervisory position Release Apply the test procedure above to all splits NDA 24282 E CHAPTER 6 Page 325 Revision 1 0 ACD SERVICE FEATURES FUNCTIONAL TEST PROCEDURES NAP 215 112 Agent Position ELC DLC Sheet 1 1 Auxiliary Work A X L r4 LC START END COT Log off all ACD agent and supervisory positions Set one of the ACD agent positions to the Auxiliary Work mode Press the AUX WORK key so that the AUX WORK lamp illuminates C O trunk incoming Place a trunk call from station A to station B Confirmation of Auxiliary Work mode Check that the incoming call
146. 3 Outer View Figure 2 4 shows the outer view of D Series III Agent Position Series Figure 2 4 Outer View of D Series Ill Agent Position NDA 24282 CHAPTER 2 Page 11 Revision 1 0 GENERAL INFORMATION Figure 2 5 shows the outer view of Series E Agent Position Series E Figure 2 5 Over View of D Series E Agent Position CHAPTER 2 NDA 24282 Page 12 Revision 1 0 GENERAL INFORMATION 2 6 2 SUPERVISORY POSITION 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 moni toring 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 ACD Supervisory Position D Personal Computer Data Terminal Equipment 757 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 defines ACD related terms ACD Agent Z Position 22 ACD Agent aS Position Split 225 Group Supervisory Z Position
147. 377 1 415 1 378 1 416 1 379 1 417 1 380 1 418 1 381 1 419 1 382 1 420 1 383 1 421 1 384 1 422 1 385 1 423 1 386 1 424 1 387 1 425 1 388 1 426 1 389 1 427 1 390 1 428 1 391 1 429 1 392 1 430 1 393 1 431 1 394 1 432 1 395 1 433 1 396 1 434 1 397 1 435 1 398 1 436 1 399 1 437 1 400 1 438 1 401 1 439 1 402 1 440 1 403 1 441 1 404 1 442 1 405 1 443 1 406 1 444 1 407 1 445 1 408 1 446 1 ISSUE 1 ISSUE 2 ISSUE 3 ISSUE 4 DATE SEPTEMBER 2000 DATE DATE DATE ISSUE 5 ISSUE 6 ISSUE 7 ISSUE 8 NEAX2400 IMX CallCenterWorX Enterprise ACD System Manual Revision Sheet 6 7 NDA 24282 PAGE No 447 ISSUE No 4 5 PAGE No ISSUE No 4 5 448 449 450 451 452 453 454 455 456 457 458 459 460 461 462 463 464 465 466 ISSUE 1 ISSUE 2 ISSUE 3 ISSUE 4 DATE SEPTEMBER 2000 ISSUE 5 DATE ISSUE 6 DATE ISSUE 7 DATE ISSUE 8 NEAX2400 IMX CallCenterWorX Enterprise ACD System Manual Revision Sheet 7 7 NDA 24282 NDA 24282 ISSUE 1 SEPTEMBER 2000 NEAX2400 IMX CallCenterWorX Enterprise ACD System Manual TABLE OF CONTENTS Page LIST COE FIRES o peg d ERR RON WG Gye AOA Gp rae BA GG
148. 400 IMX Installation Manual 2 PRECAUTIONS 2 4 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 techni cian s attention to specific matters 1 Meaning WARNING Personal injury may result if the warning is not heeded CAUTION Damage to the equipment and or the system may result if the caution is not heeded Note ndicates an item which requires special attention 2 Locations of Indicators WARNING and CAUTION indications are located at the top of the page Descriptions are included as part of the procedures on the page 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 counter measure 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 Module Group Figure 3 2 3M Model 8012 Portable Field Service K
149. 4282 E CHAPTER 4 Page 171 Revision 1 0 PA GT16 MBB 5 Switch Setting Each switch setting on this circuit card and its meaning are shown below DEFAULT SWITCH SETTING SETTING MEANING Circuit card make busy Circuit card make busy cancel Circuit card is in operating status OFF Toggle SW MBRQ Circuit card make busy request ON MB OFF Circuit card make busy request cancel Toggle SW Circuit card is in operating status SEG Sets memory address area to XFOOOOH XFFFFFH Rotary SW SWO Fixed Interrupt is inhibited n 12345678 1 Interrupt is not inhibited 8 DIP Switches Sets the equipment number of this circuit card to 1 Sets the equipment number of this circuit card to 0 Not used Fixed Fixed Fixed Fixed CHAPTER 4 NDA 24282 E Page 172 Revision 1 0 MODULE NAME SLOT SW NAME Switch Setting Table SWITCH SHAPE PA GT16 MBB REMARKS UP Circuit card make busy DOWN Circuit card make busy cancel Circuit card in operating status NDA 24282 E CHAPTER 4 Page 173 Revision 1 0 This page is for your notes CHAPTER 4 NDA 24282 E Page 174 Revision 1 0 CHAPTER5 OFFICE DATA DESIGN 1 GENERAL This chapter explains t
150. 678 NDA 24282 CHAPTER 4 Page 89 Revision 1 0 PH BS16 PBI PH BS16 PBI 1 Function This circuit card provides an interface by which the ACDP performs inter processor communications with another Processor via the Processor Bus P BUS under control of the ACDP PA CP54 card Also this circuit card is connected with the Maintenance Bus M BUS and provides functions that allow the SP System Processor to read out status or fault information of the ACDP and that cause the ACDP to set make busy or perform initialization CPU ACDP MEM SPO SP1 SPC SPC M BUS No 0 1 4 M BUS No 1 To other P BUS No 0 processor To other s p BUS Noi processor gt Position within the system 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 91889 91889 E For No 1 system For No 0 system CHAPTER 4 NDA 24282 Page 90 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 BS16 PBI 3 SD ACT OPE MB PWRALM EQBY PBIH PBIL
151. 6ELC gemo g INT COT erm 0 T 16ch perm 2 5 5 5 gems Note Note Jf 8DLC mode the circuit card is Position within the System accommodated to D 0 7 NDA 24282 CHAPTER 4 Page 111 Revision 1 0 PA 16ELCH 16ELC 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 A 00 01 02 03 Note Indicates that the slots are a universal slot for line trunk circuit cards b When this circuit card is mounted in PIMB Mounting Module PIMB 00 01 02 Note indicates that the slots are a universal slot for line trunk circuit cards CHAPTER 4 NDA 24282 Page 112 Revision 1 0 PA 16ELCH 16ELC 3 Face Layout of Lamps Switches and Connectors The face layout of lamps switches and connectors of this circuit card is shown below PWR ALM BL15 V BLO 5 0 1 4 Lamp Indications The contents of lamp indications of this circuit card are shown in the table below LAMP NAME Ob Remains lit while on line operations are normal
152. 8 19 20121 22 23 Group PIMB Highway Block 2 819 4 541 9 11 135 7 9 tl e Figure 4 13 Connector Leads Accommodation of PIMB CHAPTER 4 NDA 24282 E Page 142 Revision 1 0 Switch Setting Sheet PA 4DATA 4DAT MODULE SLOT NO xoi SWITCH SHAPE REMARKS PIM SWI 1234 SW2 1234 SW3 f 1234 SWA T 1234 SWS5 ON 1234 SW6 ON 12345678 Wid SW7 1234 pj SWS ON LS SW9 SWIO gt ON 3 2 1 0 NDA 24282 E CHAPTER 4 Page 143 Revision 1 0 PA 4DATA 4DAT Switch Setting Sheet Continued SWITCH MODULE SLOT NO NAME SWITCH SHAPE REMARKS SW12 1 MB DOWN Circuit card make idle CHAPTER 4 NDA 24282 E Page 144 Revision 1 0 PA 4DATB DAT PA 4DATB DAT 1 General Function The PA 4DATB DAT circuit card is used as a Digital Announcement Trunk supporting service features related to announcement functions such as Aut
153. 9 20 23 22 23 Group PIMB Highway Block e ue anu Qe 16 9 11 135791 e e e e Figure 4 18 LT Connector Leads Accommodation of PIMB 2 2 NDA 24282 E CHAPTER 4 Page 161 Revision 1 0 PA 4DTLA 4DTL MDF NEAX2400 IMS Eno RS232 4DTL t Modular DTE A00 Jack 10 10 CHAPTER 4 Page 162 Revision 1 0 NDA 24282 E PA CC98 ETHER PA CC98 ETHER Ethernet Controller 1 Functional Outline In the NEAX2400 ICS OAI System this circuit card supports the functions for interface between the CPU IP circuit card and the external computer If circuit card type this circuit card is directly connected with the CPU card PA CP53 If module type being paired with PA GT MBB card it connects the Interface Processor IP and the User Application Processor UAP through a LAN CPU No 0 Sys CPU No 0 Sys CPU No 1 Sys PA CP53 PA CP54 PA CP54 Memory Bus Memory Bus No 0 System No 1 System ETHER PA CC98 MBB ETHER Ethernet PA GT16 PA CC98 Ethernet ALMC PA AL16 a If circuit card type b If module type dual system configuration NDA 24282 E CHAPTER 4 Page 163 Revision 1 0 PA CC98 E
154. 99 number 1 99 IVR access number seconds 1 9999 seconds 1 9999 split 1 127 seconds 1 511 split 1 127 seconds 1 511 seconds 1 15 DESCRIPTION Offer the call to the split Stop offering the call to the split Offer the call to the split if it meets a conditional threshold If the split queue is full go to Busy or specified CCV index and step Go to the specified CCV index and step Route the call to a number up to 22 digits Change the call s priority to the specified value Change the call s priority by the specified amount Route the call to an announcement Disconnect the call Pause before performing the next step End of CCV Skip percentage to next step Connect call to IVR for customized announcement Individual IVR port number in a CCV step basis Do next step if estimated time to answer is less than specified time Do next step if estimated time to answer is greater than specified time Do next step if estimated time to answer is less than specified time in a specified split Do next step if estimated time to answer is greater than specified time in a specified split Delay time to start ringing for the next incoming call Chime ACDSPL Call Waiting chime that sounds when the call waiting threshold is met On Off Off required Conditional Method for accepting calls into the split threshold No Calls Accepted no calls are accepted into the queue method Agents Ava
155. AC address 1 Sets 0 corresponding to bit 1 of MAC address OFF Sets 1 corresponding to bit 1 of MAC address ON Sets 0 corresponding to bit 2 of MAC address OFF Sets 1 corresponding to bit 2 of MAC address ON Sets 0 corresponding to bit 3 of MAC address OFF Sets 1 corresponding to bit 3 of MAC address ON Sets 0 corresponding to bit 4 of MAC address OFF Sets 1 corresponding to bit 4 of MAC address ON Sets 0 corresponding to bit 5 of MAC address OFF Sets 1 corresponding to bit 5 of MAC address ON Sets 0 corresponding to bit 6 of MAC address OFF Sets 1 corresponding to bit 6 of MAC address ON Sets 0 corresponding to bit 7 of MAC address OFF Sets 1 corresponding to bit 7 of MAC address 8 DIP Switches For switch setting for MAC address refer to Reference shown below in the setting of SW1 For details of switch setting for Internet address refer to the AIPT command explained in Chapter 7 PBX and ACD Command Pro gramming ON Sets 0 corresponding to bit 8 of MAC address 42345678 OFF Sets 1 corresponding to bit 8 of MAC address 1 Sets 0 corresponding to bit 9 of MAC address OFF Sets 1 corresponding to bit 9 of MAC address ON Sets 0 corresponding to bit 10 of MAC address Sets 1 corresponding to bit 10 of MAC address
156. ACD Circuit Card Type 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 this circuit card provides a serial interface which conforms with RS 232C three I O ports TSW INT 8 bit I O Bus Extended 8 bit I O Bus RS 232C GATE CPU T MEM 32 bit MEM Bus GATE MISC ECPY CPU MEM Position within the system 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 4204 4204 Note Note This circuit card is mounted in any of Slot No 02 04 CHAPTER 4 Page 54 Revision 1 0 4204 NDA 24282 Mounting Module LPRJ A v T 0 N NI 2204 ZecOd Hd Note Note This circuit card is mounted in any of Slot No 00 02 CPRAC 0 3 Face Layout of Lamps Switches and Connectors The face layout of lamps switches and connectors of th
157. ACDPLT CCV index number to be routed in the night mode 2 900 CCV step number to be routed in the night mode 2 20 Step 2 ACDSPL NIGHT Destination pilot number in the night mode maximum 5 digits Note When night destination is not programmed for the split enter the pilot number assigned in ACDPLT CHAPTER 5 NDA 24282 E Page 214 Revision 1 0 AGENT ANYWHERE ACD A 133A AGENT ANYWHERE ACD GENERAL DESCRIPTION This feature is used in the fusion network This feature allows the ACD agent position to be installed in any fusion node irrespective of the node having the ACDP Those ACD agent positions in multiple nodes are controlled by one ACDP By using this feature the ACD call terminated at the trunk in the self node can be handled by ACD agent positions in the self node A split can consist of ACD positions belonging to multiple nodes This feature is available with the Series 7300 or later PBX software OPERATING PROCEDURE None SERVICE CONDITIONS 1 10 Refer to the condition described in Section 2 2 ACD In a Fusion Network Data Assignment of this chapter ACDP is in only one node of the Fusion Network The node that has the most ACD agent positions must be specified for the node providing ACDP After the system initialization is complete in the node providing the ACDP it will take around five minutes until the ACD service becomes effective in all nodes It depends on the quantity of the ACD data The s
158. ANDARD NAME SWITCH NO SETTING SETTING MEANING Data memory area write inhibited Data memory area write enable Sets the RAM area to Fixed 5800000 SFFFFFH C00000 C7FFFFH DA MY BY 0 N X XXXIX X x x Write Protect is provided Write Protect is not provided Fixed NDA 24282 CHAPTER 4 Page 81 Revision 1 0 PA ME34 CRAM SWITCH SETTING SHEET MODULE SLOT NO MC SWITCH SHAPE REMARKS CHAPTER 4 NDA 24282 Page 82 Revision 1 0 PA IO02 A IOC 1002 IOC 1 Function This circuit card is an I O card input output control card and provides a serial interface function by which the CPU performs mutual communications with the ACD MIS conforming with the RS 232C Interface D s um ALMC IOC CPU CPU ACDP ACDP RS 232C Non protocol COPY COPY CRAM CRAM APM A E Position within the system 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 V c0Ol Vd V c0Ol Vd V c0Ol Vd NDA 24282 CHAPTER 4 Page 83 Revision 1 0 1002 IOC 3 Face Layout of Lamps Switches and Connector
159. APTER 5 NDA 24282 E Page 200 Revision 1 0 ASSISTANCE ACD AGENT ACD Queuing of Assistance Requests Valid since the PBX software Series 7400 and the ACD software R1 See Multiple Supervisor Groups Splits ACD M 79A for details 1 Assistance requests may be routed to a split of supervisors or an individual supervisor If to a split of supervisors multiple assistance requests can be queued All the features which apply to CALL TRANSFER TO SPLIT QUEUE C 67 also apply to assistance requests to a split of supervisors If assistance requests are being routed to a split of supervisors they will also appear on the supervisor s ACD line If the calls are routed directly to an individual supervisor they will appear on the pre programmed line e g the supervisor s non ACD line SERVICE CONDITIONS 1 During an assist call either the agent or the supervisor can display the source of the original ACD call and the queue depth by pressing the LOGON key Refer to Calling Party Identification ACD C 70A for additional information The directory number used for assistance requests may not contain a or a Assist requests will be ignored while talking on a non ACD line or during an emergency call The ASSIST key can be dedicated to the ASSISTANCE ACD AGENT feature or the MONITOR ME feature The choice is made on a split wide basis When an Emergency request is routed to an individual supervisor the cal
160. CD Non ACD Call ACD Overflow Outside ACD Priority Queuing ACD Pilot Numbers ACD Personal Emergency and Assist ACD Queuing ACD Release ACD Position ACD Ring Delay ACD Splits ACD Split Display ACD Position ACD Split Selection ACD Stranded Call Routing ACD Note When the AGENT ANYWHERE data is programmed DG Xo D x O APPENDIX C NDA 24282 Page 464 Revision 1 0 ACD SERVICE IN FUSION NETWORK Table C 1 ACD Service List in Fusion Network Continued Available x Not available Not applicable Series FEATURE Series CODE SERVICE NAME 7300 7300 Release 5 or earlier Release 7 or later Note Trunk Trouble Report MIS ACD Tally Count ACD Time of Day Week Routing ACD Tally Required ACD Work Mode ACD Work Mode Time Limit ACD Zip Tone ACD Note When the AGENT ANYWHERE data is programmed NDA 24282 APPENDIX C Page 465 Revision 1 0 This page is for your notes APPENDIX C NDA 24282 Page 466 Revision 1 0
161. CDPLT Assignment of ACD Monitor Number ACDTG Assignment of ACD Trunk Group Data ACDANA j Assignment of ACD Analog Split Access Code ACDIVR Assignment of ACD IVR Data ACDHS Assignment of ACD Holiday Schedule ACDHC Assignment of ACD Holiday Calendar ACDWS sp Assignment of ACD Week Schedule ACDCOM ACD Communications Data System Information System Information ACD Backup ACD Backup CHAPTER 7 NDA 24282 Page 376 Revision 1 0 2 2 1 Command Relationships PBX AND ACD COMMAND PROGRAMMING Each command consists of a name four to six alphanumeric characters which suggests its function and the parameters required for its execution Table 7 3 describes the correspondence among the ACD and PBX commands Each ACD command may involve the assignment or execution of PBX commands and or other ACD commands Each command description includes a section entitled Assignment and Deletion Procedure which describes the correct sequence for applying related commands Command Name ACDTN Table 7 3 Related Commands Related PBX Non Fusion Commands ASYD ANPD ASPA AADT Related PBX Fusion Commands ASYD ANPDN ASPAN ASYDL AADTN ASYDN Related ACD Commands ACDCOM ACDSPL ACDCCV ACDSPL ACDTN ACDLOG ACDTN ACDSPL ACDPSN ACDPSN AEFR ASFC ASDT AKYD ARSC AEFR ASFC ASDT AKYD ARSCN ALGSN ACDSPL ACDHS ACDWS ACDHC ACDTN AC
162. CHAPTER 4 Page 137 Revision 1 0 PA 4DATA 4DAT 5 Switch Settings Standard settings of various switches on this circuit card are shown in the table below SWITCH STANDARD NAME SWITCH NO SETTING SETTING MEANING MB 5411 UP Circuit card make busy DOWN x Circuit card make idle eras SETTING OF TIMER FOR EACH CIRCUIT cuit No 0 1 1 2 3 4 TIMER MODE ON ON OFF ON 16 sec mode SW for Cir ON ON ON OFF 32 sec mode cuit No 1 2 OFF OFF OFF OFF 60 sec mode SW3 for Cir Note 1 6 sec mode 4 recording circuits cuit No 2 3 32 sec mode 2 recording circuits 60 sec mode I recording circuit SWA for Cir Note 2 For each circuit SW1 SW4 must be set cuit No 3 4 in the same way Two different modes cannot be assigned SWS5 SETTING OF ANNOUNCEMENT RECORDING 1 PLAYBACK TIME SW5 1 SW5 2 RECORDING PLAYBACK TIME OFF ON 16 sec Recording Playback ON OFF 32 sec Recording Playback OFF OFF 60 sec Recording Playback 2 Note 3 Set the Recording Playback Timer in the same way as set by SWI SW4 ON x To be used by u Law 3 OFF To be used by A Law ON When using as an external hold tone source 4 OFF When using as announcement equipment only CHAPTER 4 NDA 24282 E Page 138 Revision 1 0 PA 4DATA 4DAT
163. Calendar information The ACDHC command specifies days that calls are processed differently than on normal workdays provided a Holiday Schedule is programmed A Holiday Schedule only applies to pilot numbers that are using a Week Schedule ACDPLT Holiday information includes a month and day entry and a number that refers to the Holiday Schedule to be used on that day An unlimited number of days may be scheduled as holidays and up to three different holiday schedules per tenant can be programmed Holidays can be programmed up to one calendar year in advance Holiday Schedules Tenant Number i facD Update Schedule 1 ww gt List Sun Mon Tue Wed Thu Fri Sat pas 2 27 28 29 30 31 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 Remove Holiday Calendar 2 Precautions 1 Holidays can be entered for any day of the year 2 separate Holiday Calendar is available for each tenant 3 Parameters TENANT NUMBER Tenant Number 1 10 MONTH Month 1 12 DAY Day 1 31 SCHEDULE Schedule Number 1 3 NDA 24282 CHAPTER 7 Page 411 Revision 1 0 ACDHC ASSIGNMENT OF ACD HOLIDAY CALENDAR 4 Assignment and Deletion Procedure These flow diagrams show the procedure used to assign and delete ACD Holiday Calendar data 1 ACDWS 1 As
164. Configuration when IVR Host is installed 21 Comecon of BIOST 255544 6 E DR dor Sor Ede s CoD Roh GRR Be 33 Hardware and Software Upgrading Requirements 37 RS Connector Leads Accommodation aos wr ed oe eed RR 88 Position 2 du co aep sda ame re E DR ee dor OR eoe hab hh 95 LT Connector Leads Accommodation of PIMU A 1 2 103 LT Connector Leads Accommodation of PIMU A 2 2 104 LT Connector Leads Accommodation of PIMB 1 2 105 LT Connector Leads Accommodation of PIMB 2 2 106 ELC Connector Leads Accommodation of PIMB 1 2 107 ELC Connector Leads Accommodation of PIMB 2 2 108 secu ea ded aede sa yaa sare pend de qas 109 LT Connector Leads Accommodation of PIMU A 1 3 116 LT Connector Leads Accommodation of PIMU A 2 3 117 LT Connector Leads Accommodation of PIMU A 3 3 118 LT Connector Leads Accommodation of PIMB 1 of 3 119 LT Connector Leads Accommodation of PIMB 2 of 3
165. D Auto Work Mode for PBX Calls ACD Analog ACD Position ACD Alternate Night CCV ACD Agent Anywhere ACD Break Mode ACD Bad Call Notifications ACD Call Distribution to Agents ACD Call Transfer to Split Queue ACD Call Waiting Indication LCD Display CW Lamp ACD Calling Party Identification ACD Call Control Vector ACD Call Waiting Lamp with Chime ACD Call Forwarding Split ACD Call Recover ACD e Connection Displays ACD Do Not Disturb Split ACD O OIOIOIOIO Emergency Recorder ACD Note When the AGENT ANYWHERE data is programmed NDA 24282 APPENDIX C Page 463 Revision 1 0 ACD SERVICE IN FUSION NETWORK Table C 1 ACD Service List in Fusion Network Continued Available x Not available Not applicable FEATURE Series meres CODE SERVICE NAME a 7300 Release 5 Release 7 or earlier or later Note Function Groups Splits ACD Flexible ID Codes ACD Holiday Scheduling ACD Hot Split ACD Infolink Data Messages ACD Logon Logoff Position ACD Language Default ACD Logoff Warning ACD Monitoring ACD Supervisor ACD Multiple Customer Groups ACD Multiple Supervisor Groups Splits ACD MIS Operator Selection ACD Monitor Me ACD Multi Split Agent ACD Night Service A
166. D NAME NO SERHNS SETTING MEANING Circuit card make busy request Circuit card make busy request cancel Starting of reset of this circuit card On line Normal Operation Clearing the data memory area at the time of initialization Fixed Fixed Fixed Fixed Fixed Fixed Fixed Fixed Fixed Fixed Fixed Fixed Fixed Fixed IMX ICS Fixed Alaj WD NY BRB WwW NO x x X XIx x x CHAPTER 4 NDA 24282 Page 46 Revision 1 0 SWITCH NAME SWITCH NO SETTING STANDARD SETTING PA CP53 CPU MEANING Internal NMI possible Internal NMI inhibited Data Memory Write Protect cancel Data Memory Write Protect controllable Data Memory Write inhibited Data Memory Write controllable When connecting PA CC98 card When not connectingPA CC98 card Fixed Fixed Fixed NDA 24282 Fixed CHAPTER 4 Page 47 Revision 1 0 PA CP53 CPU SWITCH SETTING SHEET MODULE SLOT NO MES SWITCH SHAPE REMARKS any UP Circuit card make universal busy request slot DOWN Circuit card make busy request cancel 7 ON for IMX 7 OFF for ICS 4 ON When connecting CHAPTER 4 N
167. D NAME Table B 1 Field Values for ACD Screens 2 8 DESCRIPTION VALUES DEFAULT SETTING REQUIRED OPTIONAL Answer mode Determines how the position can answer ACD calls for this split If Manual is selected the position must answer calls manually by pressing the Answer button or the ACD Line key manual required auto If Auto is selected calls are connected automatically the position will hear Zip Tone when a new call is connected Assist The directory number that will be dialed when an agent US directory presses the Assist button while on an ACD call ra its none optional number Assist key is Defines the function of the Assist key Assist Assist required Monitor Auto work Automatic work mode which removes the position from mode forIC receiving ACD queued calls while receiving an incoming call Yes No No required PBX on the PBX line Auto work Automatic work mode which removes the position from mode for OG receiving ACD queued calls while placing an outgoing callon Yes No No required PBX the PBX line Break type Specifies whether agents should be prompted for break type 1 no when entering Break mode a 1 E prompt Call recover Sets the amount of time in seconds an ACD call can ring at time an agent position before being recovered 0 feature not 0 255 0 optional used Call waiting Defines how the call waiting chime will function for per
168. D which indicates multi split mode and allows any split 2 Changes to the position s split assignment and or the logon ID entered at the ACD MAT or the ACD MIS terminal will take effect immediately when the agent logs on 3 Split assignments for positions and logon IDs are accomplished through ACD assignments PROGRAMMING None NDA 24282 E CHAPTER 5 Page 295 Revision 1 0 STRANDED CALL ROUTING ACD S 108A STRANDED CALL ROUTING ACD GENERAL DESCRIPTION A stranded call is defined as a call left unanswered in queue at the time when the last agent in the split logs off the ACD system If this call is not queued to any other split which still has agents logged on then it becomes stranded at the moment the last agent logs off and is a candidate for Stranded Call Routing Some call centers operate by placing a split into Night Mode some number of minutes prior to their actual closing time or more precisely prior to the time when the last agent will log off This will stop new incoming calls from being queued while the remaining agents handle the calls which are still in queue The Stranded Call Routing feature is not affected by Night Mode and will still be invoked to reroute any calls remaining in queue when the last agent logs off When Stranded Call Routing is invoked each caller remaining in queue will be directed to a new Call Control Vector and step and continue their ACD processing from that new point Any CCV sequence ma
169. DA 24282 Page 48 Revision 1 0 PH PC22 EAPI PH PC22 1 Function This circuit card is an I O system functions integrated card to be used in the ACD Circuit Card Type 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 this circuit card provides a serial interface which conforms with RS 232C two I O ports TSW INT Extended 8 bit I O Bus RS 232C 8 bit I O Bus MISC MISC 4 8 bit I O Bus 32 bit MEM Bus a CPU T CPU ACDP ECPY MEM T T MEM Position within the system 2 Mounting Location Condition The mounting locations of this circuit card and the conditions related to mounting are shown below Mounting Module CMA cc OdHd pr Note Note This circuit card is mounted any of Slot No 02 04 NDA 24282 CHAPTER 4 Page 49 Revision 1 0 PH PC22 EAPI Mounting Module LPRJ A CPRAC 0 CPRAC 1 I z Q N N ec OdHd
170. DCCV AADT ASDT AADTN ASDT ALGSN ACDSPL ACDHS ACDWS ADCHC ACDTN ACDPLT AMNO ACNO ASAT AMNON ACNON ALGNN ASATN ACDTN ACDCCV ACDWS ACDTG ATRK MBTK ALRTN ACDTN ACDANA AMNO ALGNN AMNON ACDPSN ACDIVR ASDT ASHU ASDT ASHUN ALGSN ACDTN ACDHS ACDTN ACDWS ACDHS ACDCCV ADCHC ACDTN ACDHS ACDWS ACDTN ACDCCV ACDPLT Total ACD System ASYD R ASDT R AOKC R ARSC R ASFC R AKYD R AMNO R ACNO AEFR R AADT O ASHU O SPDL R ASAT R ROAI O ASYD R ASYDL R ASDT R AOKC R ARSCN R ASFC R AKYD R AMNON R ACNON AEFR R AADTN O ASHUN O SPDL R ASATN R ROAI O ALGNN R ALRTN R ALGSN R R Required O Optional NDA 24282 ACDTN R ACDSPL R ACDLOG O ACDPSN R ACDCCV R ACDPLT R ACDTG R ACDANA ACDIVR O ACDHS O ACDHC ACDWS CHAPTER 7 Page 377 Revision 1 0 PBX AND ACD COMMAND PROGRAMMING 2 3 SETTING UP THE ACD ACD parameters are set up in Windows 95 and Windows 98 using popup Windows From the folder containing the IMX installation maintenance files select the ACDMAT ACD MAT System option Fe HouseSwitch NECAM IMXZ 1 5 FPC 1 File View PBX Scan Help eee 4 eaj System Control System Backup Make Busy Control Traffic Data
171. E Swol for Port 0 SWII for Port 1 When using ACD MIS Interface Port CHAPTER 4 Page 52 Revision 1 0 SWITCH NO SETTING STANDARD SETTING NON PROTOCOL RS 232C PORT DATA SPEED SETTING 300 bps 600 bps 1200 bps 2400 bps 4800 bps 9600 bps 19200 bps 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 NON PROTOCOL RS 232C PORT PARITY BIT SETTING ODD Parity Check EVEN Parity Check standard setting No Parity Check is to be made Sets the polarity of non protocol RS 232C PB signal to Not Provided NDA 24282 Sets the polarity of non protocol RS 232C PB signal to or sets PB signal to Provided SWITCH SETTING SHEET MODULE SLOT NO SWITCH NAME SWITCH SHAPE PH PC22 EAPI REMARKS UP Circuit card make busy DOWN Circuit card make idle 9600 bps Port 0 1 Stop 7 Even NDA 24282 9600 bps Port 1 1 Stop 7 Even CHAPTER 4 Page 53 Revision 1 0 PH PC27 EAPI PH PC27 1 Function This circuit card is an I O system functions integrated card to be used in the
172. E CHAPTER 6 Page 317 Revision 1 0 ACD SERVICE FEATURES FUNCTIONAL TEST PROCEDURES NAP 215 104 Sheet 1 1 Automatic Call Distribution START L Log off all agent and supervisory positions Log on agent positions in sequence Agent Position C Agent Position D H Agent Position e lt H H ELC DLC LC rt Logon agent positions in order of C D gt E C O trunk incoming Incoming at ACD agent position L Answering and release by ACD agent position trunk incoming Incoming at ACD agent position A Answering and release by ACD agent position CO trunk incoming Incoming at ACD agent position A Answering and release by ACD agent position e Place a trunk call from station A to station B Check that the call is terminated at agent position C Place C O trunk call from station A to station B Check that the call is terminated at agent position D Place a trunk call from station A to station B Check that the call is terminated at agent position E CHAPTER 6 NDA 24282 E Page 318 Revision 1 0 Repeat the test procedure above for every agent position and supervisory position of each split ACD SERVICE FEATURES FUNCTIONAL TEST PROCEDURES NAP 215 105 Sheet 1 1 Delay Announcement Announcement Machine COT START aX H L
173. ENCY AND ASSIST ACD To place a personal emergency request 1 While engaged an ACD call the agent presses the EMERGENCY key the agent s display shows EMR KATHEY and the associated lamp is lit The supervisor s phone rings with the emergency displays shown below The supervisor will silently monitor the agent and the calling party The supervisor s display shows EMR 4302 DDD 28 where 4302 is the agent position s extension and DDD 28 is the trunk type and trunk circuit number to which the agent is connected When the supervisor answers the agent s display will show EMERG ANSWERED and the EMERGENCY lamp will wink When the agent releases from the call or the supervisor releases from the monitor the agent s lamp will be extinguished The agent and the calling party are never disconnected while the supervisor s position is ringing An emergency recorder is connected as soon as the supervisor s position answers and is disconnected if the supervisor joins the call in a three way conference by pressing the MON BARGE key The recorder is also disconnected if the supervisor releases from the monitor using the RELEASE key To cancel a personal emergency request 1 If the request is routed to an individual supervisor s ACD or PBX line the request can be canceled by pressing the EMERGENCY key SERVICE CONDITIONS 1 The ASSIST key and the personal assist request number are dedicated to of two feature
174. ER ACDPLT Assignment of ACD Monitor Number 1 Function This command is used to assign list print and remove ACD pilot data This consists of a pilot number that designates the pilot to which ACD calls are routed and the Call Control Vector call processing path to be taken Internal and Transfer Priorities can be designated as well as an optional pilot name Fg Pilot Data Pilot Remove Tenant Number Pilot Num Name 1 ACD FPC40 Y 4399 List Route to Alternate Night CCV Method Index Step Index Step Close Call Control Vector v 1 KY 1 B 0K Priority Internal 15 Trunk 15 Transfer 15 i Remove Pilot 2 Precautions 1 A Call Control Vector is a list of instructions describing the procedure to be used in handling an individual call Call processing steps are determined by the pilot number Pilot numbers associate the call processing procedure with a Call ControlVector Additional information about CCV programming can be found under ACDCCV 2 Pilot numbers should be assigned as monitored numbers see AMNO or AMNON in this chapter 3 Different pilot numbers can route to the same CCV or Week Schedule and use different priorities 4 If an invalid pilot number is assigned it may cause the Call Recover feature not to work 5 Fora maximum number o
175. FULL NAME AADT Assignment of Announcement Dictation Trunks AADTN Assignment of Announcement Dictation Trunks for NDM ACNO Assignment of Conversion Number Data ACNOL Assignment of Conversion Number Data for LDM ACNON Assignment of Conversion Number Data for NDM AKYD Assignment of Key Data for ALGNN Assignment of Telephone Number Data for NDM ALGSN Assignment of Telephone Station Data for NDM AMNO Assignment of Monitored Number AMNOL Assignment of Monitored Number for LDM AMNON Assignment of Monitored Number for NDM AOKC Assignment of OAI Key Code ASDT Assignment of Station Data ASFC Assignment of Service Feature Restriction Class Data ASYD Assignment of System Data ASYDL Assignment of System Data into Local DM LDM ASYDN Assignment of System Data in NDM Note Assign 1 to parameter of MMNF command prior to using OAI command NDA 24282 CHAPTER 7 Page 333 Revision 1 0 ASYD ASSIGNMENT OF SYSTEM DATA ASYD Assignment of System Data 1 Function This command is used to assign and change system data in the NEAX2400 IMX 2 Precautions 1 ASYD is divided into three sections as follows a Assignment of System Data 1 SYS 1 System wide control parameters b Assignment of System Data 2 SYS 2 Service feature availability on a tenant basis c Assignment of System Data 3 SYS 3 System wide ringing patterns and hookswitch timing 2
176. G Tandem AFRS commands bs Route and Selection Translation Data IC AFRS commands CHAPTER 5 NDA 24282 E Page 264 Revision 1 0 Step 2 be by MULTIPLE CUSTOMER GROUPS ACD Maximum Necessary Digit Data AMND command Announcement Equipment Data AAED command SYS1 INDEX94 bo Tenant Restriction Class Data ATNR command b EPN Facility Restriction Data command Primary Call Restriction Data command bz Authorization Code Data command ACDTN Assign the ACD tenant data TN ACD tenant 1 10 NAME Name corresponding to the ACD tenant data max 20 digits SPLITS Maximum Split for Tenant 1 250 DEFAULT LAUGUAGE English Japanese Spanish Italian French German OPERATOR ACCESS CODE Enter the operator access code programmed in the ASPA or ASPAN IVR PILOT NUMBER Number to access IVR directory numbers used by ACD OUTBOUND ANSWER TIME Time in seconds after which an outbound call is assumed to have been answered AGENT PERSONAL QUEUE Personal Announcement Number 0 58 or SPACE feature not PRIORITY used Priority to use for split queuing after overflow or call forwarding 1 to 255 or SPACE feature not used NDA 24282 E CHAPTER 5 Page 265 Revision 1 0 MULTIPLE SUPERVISOR GROUPS SPLITS ACD M 79A MULTIPLE SUPERVISOR GROUPS SPLITS ACD GENERAL DESCRIPTION Multiple superv
177. GENERAL DESCRIPTION Access to the ACD system is controlled either with or without logon ID codes A logon ID code is used to identify individual agents or supervisors to the ACD for statistics gathering purposes An agent is only permitted to be logged onto the system at one position at a time Flexible ID Codes can be employed to log onto the ACD system Refer to Flexible ID Codes ACD F 25A for related information OPERATING PROCEDURE Logon Procedure This procedure varies depending on whether or not logon ID codes are used The cases are described separately 1 When logon ID codes are used b The display shows VACANT The agent presses the LOGON key The display shows LOGON ID The agent enters a logon ID code using DTMF keypad and presses the key after the logon ID code is entered If an invalid logon ID code is entered the display returns to LOGON ID and the agent must enter a correct logon ID If the entered logon ID code is currently in use the display briefly shows JD IN USE and then returns to LOGON ID If a valid logon ID code is entered the LOGON lamp is lit a greeting is provided and the split the user logged onto is displayed The console is placed in the Work mode with the Manual Auto answer mode set to the split s default The WORK key must be pressed before the agent can begin taking calls 2 When logon ID codes are not used The display shows VACANT
178. ILOT NUMBER ANSWER TIMER AGENT PERSONAL QUEUE OVERFLOW FORWARD PRIORITY PORT ASSIGNMENT ACDTN ASSIGNMENT OF ACD TENANT DATA Tenant Number 1 to 10 Tenant Name up to 20 characters Maximum Split for Tenant 1 250 English Japanese Spanish Italian French German Enter the operator access code programmed in the PBX subsystem ASPA or 5 Number to access directory numbers used by ACD Time in seconds after which an outbound call is assumed to have been answered Personal Announcement Number 0 58 or SPACE feature not used Priority to use for split queuing after overflow or call forwarding 1 to 250 MIS I O Ports 1 to 6 Defines which of the MIS Ports are config ured for this tenant NDA 24282 CHAPTER 7 Page 381 Revision 1 0 ACDTN ASSIGNMENT OF ACD TENANT DATA 4 Assignment and Deletion Procedure These flow diagrams show the procedure used to assign and change Tenant Data for the Integrated ACD DESCRIPTION 1 ASYD 1 Assign the number of tenants 5 51 index 8 2 ACDTN 2 Assign the Tenant data END DESCRIPTION Delete the Tenant data Figure 7 1 Assigning and Removing Tenant Data Information CHAPTER 7 NDA 24282 Page 382 Revision 1 0 ACDTN ASSIGNMENT OF ACD TENANT DATA
179. IMK 00 01 02 14 5 16 Note Indicates universal slots for line trunk circuit cards NDA 24282 E CHAPTER 4 Page 125 Revision 1 0 PA 16ELCJ 16ELC 3 Face Layout of Lamps Switches and Connectors The face layout of lamps and switches on this circuit card is shown below N OPE k 5 00 MB PALM BL15 BLO swor 1 4 Lamp Indications The contents of lamp indications of this circuit card are shown in the table below LAMP NAME Remains lit while on line operations are normal Off when on line operations are abnormal Lights when more than one power supply circuit are abnormal Note Off when all the power supply circuits are normal Lights when the corresponding circuit is busy Flashes when the corresponding circuit is in make busy state or the system data is not assigned Off when the corresponding circuit is idle Note When the PALM lamp lights red observe the following instructions i Identify the location where any in house wires have a short circuit as to all lines which belong to the PA IGELCJ card whose PALM is on ii Repair the short circuited wires of the associated iii Disconnect the D from the rosette then leave it disconnected for at least 1 minute iv Connec
180. If not Queued instruction and the call is not queued to other split s then busy tone will be returned to the calling party The CCV processing will be halted and the calling party must hang up c Ifa CCV number and a step number not included in the If not Queued instruction and the call is queued to other split s then the call will be handled by the next step in the CCV The If not Queued Goto or Busy instruction will be performed only if it follows a Queue to Split or a Conditional Queue to Split instruction If it does not follow one of the queuing instructions the If not Queued Goto or Busy instruction will be ignored and the call will be handled by the next step in the CCV PAUSE n This instruction delays the processing of the CCV for the specified period of time During that period of time the call will remain in the same state it was in when the Pause step was encountered After the spec ified period of time has elapsed the processing of the CCV will resume at the step which follows the Pause step NDA 24282 E CHAPTER 5 Page 229 Revision 1 0 CALL CONTROL VECTOR ACD 6 ANNOUNCEMENT n This instruction connects the caller to the beginning of the specified announcement Incoming callers with held parties cannot be connected to an announcement although this will not affect their CCV processing An announcement may be used in any CCV and announcements can be shared among splits Announcements can be used in
181. LO Agent Name is displayed The split name is displayed then AUTO ANSWER or MAN ANSWER is displayed according to the program mode of the split to which the agent belongs and WORK MODE is displayed Press the WORK key READY is displayed Log Off End of work Press the LOG ON OFF key The lamp goes out the previous display disappears and the following messages are displayed a GOOD BYE XXXX Agent Name NAME in ACDLOG b SHIFT 08 02 37 The time since Log on in hours minutes and seconds c ACD CALLS 209 The number of incoming calls handled d AVG TALK 01 42 6 The average time spent with each call in minutes seconds and tenths of a second 01 23 45 The cumulative amount of time spent in Work Mode during the shift in hours minutes and seconds f T BREAK 01 02 03 The cumulative amount of time spent in Break Mode during the shift in hours minutes and seconds The display returns to VACANT CHAPTER 8 NDA 24282 Page 426 Revision 1 0 SYSTEM OPERATIONS b When ID Code is not Required START END Log On Start of work When VACANT is displayed press the LOG ON OFF key The lamp illuminates and HELLO is displayed The split name is displayed then AUTO ANSWER or MAN ANSWER is displayed according to the program mode of the split to which the agent belongs and WORK MODE is displayed Press the WORK key READY is displayed Log Off End of work Press the LOG
182. LT7 LT8 179 LT10 SlotNo gt 00 04105 06 07 los 09 1011 12 113 14 15 16 117 18 19 20 21 22 23 Group PIMK Highway Block 421149852 819 5841 9 11 135 7 9 4 e e Figure 4 11 Connector Leads Accommodation of 2 of 3 CHAPTER 4 NDA 24282 E Page 132 Revision 1 0 PA 16ELCJ 16ELC When the mode is SDLC Mode and the APR J APA J is used LT Connector Accommodation Accommodated in 1 71 Accommodated in 2 71 EE Accommodated in 3 71 LTO 2 4 6 7 9 Connector LT1 3 5 8 10 Connector LT1 3 5 8 10 Connector N O S J MN NID 4 LT Connector gt LTO LT1 LT2 LT4 LT5 LT6 LT7 LT8 179 LT10 SlotNo gt 00 01102 04105 06 07 08 09 10 11 12 13 14 15 16 17 18 19 20 21 22 23 Group PIMK Highway Block 0 M NE No MR oe ae de am a
183. Log off all agent and supervisory positions B X 1 L Hh trunk incoming Place C O trunk calls sequentially from stations A B E and C to stations D E and F respectively F First delay announcement Stations A B and C shall hear the first delay announcement after the predetermined period of time Music on hold Stations A B and C shall hear the music on hold until the second delay announcement Second delay announcement Music on hold Release Check that the incoming trunk is cleared automatically after the second delay announcement then release stations A B and C Apply the test procedure above for each trunk group END Note This test does not use the Overflow service Related commands ACDCCV NDA 24282 E CHAPTER 6 Page 319 Revision 1 0 ACD SERVICE FEATURES FUNCTIONAL TEST PROCEDURES NAP 215 106 Sheet 1 1 Center Closed Announcement a Ifthe weekly schedule No is set as the incoming path START END CO trunk call origination e Place a trunk call from station A to station B Check that station A hears the center closed announcement Announcement Machine Group Supervisory Position a X L 4 B ELC DLC LC mE LC COT b Ifthe call control vector is set as the incoming path START END CHAPTE Revisio
184. M at each Local Node LN Precautions 1 The applicable tenant number TN range is designated by the ASYDN command SYS 1 INDEX 8 If the numbering plan is common for all tenants ASYDN SYS1 INDEX 800 1 assign TN parameter as 1 for all tenants 2 The system data assignment ASYDN SYS 1 INDEX 514 bitl 1 is needed to provide the Network Data Memory NDM 3 Before assigning this command ANPDN ASPAN commands are required for the numbering plan of the Telephone Number TELN 4 A unique Telephone Number TELN should be given within a User Group Number UGN 5 For more detail see the NEAX2400 IMX Fusion Network System Manual Data Entry Instructions UGN TELN 1 User Group Number 1 Fixed Assign Telephone Number Unique TELN should be given within a UGN USER GROUP TELEPHONE STATION NUMBER TELN REMARKS NUMBER UGN MAX 16 DIGITS Note All monitored Pilot numbers must be added here and in AMNON for Fusion Network CHAPTER 7 NDA 24282 E Page 370 Revision 1 0 4 Data Sheet USER GROUP NUMBER UGN ALGNN Assignment of Telephone Number Data for NDM TELEPHONE STATION NUMBER TELN MAX 16 DIGITS REMARKS eS le lel ele le le JlerlerieleJiJeleJlelerieryelJeJlJereleJlerieJjelelsjeJjeJJerieljelelsesye o
185. NDEX207 b1 OAI Call Processing Event Notification ASYD SYS1 INDEX241 b2 SCF Return Error Detail Notification ASYD SYS1 INDEX241 b3 Built in ACDP is used not used ASYDL SYS1 INDEX864 AGENT ANYWHERE in service out of service ASYDL SYS1 INDEX864 b2 Note 3 MULTIPLE ACDPs in an FCCS Network in service out of service Note 4 ASYDL SYS1 INDEX864 b3 FPC no of the node providing IP ASYDL SYS1 INDEX865 FPC no of the node providing ACDP ASYDL SYS1 INDEX866 Item 1 is ACD FD4 included with Generic Software Items 2 3 and 4 are provided on the Configuration FD Node requires ACD data programming CHAPTER 5 NDA 24282 E Page 192 Revision 1 0 Software and Data Programming Number of ports for SMEN terminal ASYDL SYS1 INDEX864 b4 5 OFFICE DATA DESIGN Type and Node Note 8 Note 8 Note 8 FPC no of Center Node providing VNDM ASYDN SYS1 INDEX533 Note 9 Note 9 Note 9 ACD data See item 2 in this section Q Q Q Item 1 is ACD FD4 included with Generic Software Items 2 3 and 4 are provided on the Configuration FD Node requires ACD data programming Note 1 Note 2 Note 3 Note 4 Note 5 Note 6 Note 7 Note 8 Note 9 When CM is used for another function this setting may be changed When the CPU in system 1 is used assign 1 Used o
186. NEC NDA 24282 ISSUE 1 STOCK 200874 NEAX 2400 IMX CallCenterWorX Enterprise ACD System Manual C SEPTEMBER 2000 cc 51 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 em ployees 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 0 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 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 tele phone conversation Some of these laws incorporate strict penal ties Copyright 2000 NEC America Inc Printed in USA PAGE No ISSUE No 4 5 PAGE No ISSUE
187. NJ Note Note This circuit card is mounted 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 m OPE CLKALM OPE MB LS MB R gt MBR SW11 SWO SWO01 CHAPTER 4 NDA 24282 Page 50 Revision 1 0 22 4 Lamp Indications The contents of lamp indications of this circuit card are shown in the table below LAMP NAME OPE MB Remains lit while this circuit card is operating IOCOPE Remains lit while the non protocol RS 232C Port Controller is operating normally CLKALM Lights when a clock failure has occurred 5 Switch Settings Standard settings of various switches on this circuit card are shown in the table below SWITCH STANDARD NAME SWITCH NO SETTING SETTING MEANING ve UP Circuit card make busy request DOWN Circuit card make busy cancel UP Requests the software to place the ACD MIS Interface Port Controller into make busy state MBR Cancels the request to place the ACD MIS DOWN Interface Port Controller into make busy state Circuit card operating state 1 OFF x 2 OFF x 3 OFF x 4 OFF x Fixed SWO 5 OFF x 6 ON x 7 OFF x 8 ON x NDA 24282 CHAPTER 4 Page 51 Revision 1 0 PH PC22 EAPI SWITCH NAM
188. NSMISSION SPEED SWII BPS SETTING for Port 1 300 bps 600 bps 1200 bps 2400 bps 4800 bps 9600 bps PARITY SETTING ODD Parity EVEN Parity standard setting No Parity Data Length 7 bits Data Length 8 bits Stop Bit 1 bits Stop Bit 2 bits Data store into the send side buffer of the port is disabled Data of max 64 kbytes are to be stored into the send side buffer of the port CHAPTER 4 NDA 24282 Page 86 Revision 1 0 SWITCH NAME SW02 for Port 0 SWI12 for Port 1 SWITCH NO SETTING STANDARD SETTING PA IO02 A IOC MEANING PB terminal becomes minus when the port terminal is busy PB terminal becomes plus when the port terminal is busy Sets the ER terminal of the port to Always ON Controls ON OFF of the ER terminal of the port by the CPU DR signal lead is not to be used to the port DR signal lead is to be used to the port CD signal lead is not to be used to the port CD signal lead is to be used to the port CS signal lead is not to be used to the port CS signal lead is to be used to the port CI signal lead is not to be used to the port CI signal lead is to be used to the port PB signal lead is not to be used to the port Note PB signal lead is to be used to the port Not used
189. No 0 26 BO 1 AO 1 No 1 27 B1 2 A1 No 2 28 B2 3 A2 No 3 29 4 lt Note 1 gt No 4 30 5 4 0 Bo No 5 31 B5 6 A5 No 6 32 B6 7 A6 No 33 B7 8 A7 Note 1 Connector leads AO and BO 8 34 B8 9 may be connected with Modu No 9 35 10 9 lar Rosette 8 0 No 10 36 B10 11 A10 O O No 11 37 B11 12 11 No 12 38 B12 13 A12 Modular Rosette No 13 39 B13 14 A13 A 14 40 14 15 A14 No 15 41 15 16 A15 Modular Jack 42 17 18 Agent Position 44 19 45 20 46 21 47 22 48 23 49 24 50 25 pi dl 16ELC Camp 20 Figure 3 4 Connection of ACD Agent Position CHAPTER 3 NDA 24282 Page 22 Revision 1 0 INSTALLATION NAP 200 101 Sheet 2 3 Installation of ACD Agent Position e Attach the provided key pad labels to identify the names of the keys For the function key data assignments refer to the AKYD command in Chapter 7 1 Series N A E NEC C AI CW AUTO MAN ASSIST TRKTRBL RECALL Cole i10 S Cae CALL LINE HAND HEAD MIC SPKR D n Jun C ayayay aya ya S C o _ ADGA GAD 93 e e a DDG
190. No 10 36 B10 11 A10 No 11 37 B11 12 A11 No 12 38 B12 13 A12 No 13 39 B13 14 A13 No 14 40 B14 15 A14 No 15 41 B15 16 A15 42 17 43 18 44 19 45 20 46 21 47 22 48 23 49 24 50 25 16ELC Camp Connector Leads example Note 2 For more details of connector lead accommodation see Circuit Card Manual MDF g ie g Note 1 lt gt AO Note 1 Connector leads 0 BO may be connected with Modular Rosette Modular Rosette A Modular Jack Supervisory Position 10 20 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 e Attach the provided key pad labels to identify the names of the keys For the function key data assignments refer to the AKYD command in Chapter 7 1 Series r W NEC mH C CW AUTO MAN MON BARGE NIGHT TRKTRBL RECALL 45 Qn CACD CALL LINE HAND HEAD MIC SPKR
191. Not used ON ON CHAPTER 4 NDA 24282 Page 66 Revision 1 0 SWITCH SETTING SHEET MODULE SLOT NO SWITCH NAME SWITCH SHAPE PH PC21 APINT REMARKS UP Circuit card make busy DOWN Circuit card make idle 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 active ACT system so that the contents of the RAM of both system may be always coinciding with each other APM pies ALMC IOC CPU CPU RS 232C Non protocol COPY COPY CRAM CRAM Position within the system 2 Mounting Location Condition The mounting locations of this circuit card and the conditions related to mounting are shown below Mounting Module APM e This circuit card is not used when the is provided in a single system configuration CHAPTER 4 Page 68 Revision 1 0 V 9S80d Vd E For No 0 system NDA 24282 V 9S80d Vd e For No 1 system PA PC56 A COPY 3 Face Layout of Lamps Switches and Connectors The face layout of lamps switches
192. ON ACD GENERAL DESCRIPTION This feature permits the selection of an access code for an operator for an entire tenant Certain MIS change commands permit the operator to be selected as the destination when routing ACD calls In the extreme case where the ACD traffic has exhausted all available call records too many simultaneous ACD calls either connected or in queue all new incoming ACD traffic will be diverted to the code specified for the MIS Operator Selection Once diverted the caller should be encouraged to call back at a later time when the ACD system is not so congested OPERATING PROCEDURE This feature is implemented through an ACD MAT command The command data is on a tenant wide basis PROGRAMMING ACDTN OPE Operator access code Maximum 5 digits CHAPTER 5 NDA 24282 E Page 268 Revision 1 0 MONITOR ME ACD M 89A MONITOR ME ACD GENERAL DESCRIPTION During an ACD call an agent can request to be monitored by a specific supervisor When the agent presses the ASSIST key or presses the TALLY key and dials 006 a monitor request is sent to the designated supervisor Upon answering the supervisor is in a silent monitor connection listening to the agent and the calling party The number personal assist request number associated with the supervisor is programmable for each agent The ASSIST key and the personal assist request number can be used for either the MONITOR ME feature or the ASSISTANCE ACD AGENT featur
193. OT Will Allow Logon to ALLOW LOGON to the system the Splits allowed in Not valid WILL ALLOW LOGON to ACDLOG the system TENANT NUMBER Tenant Number 1 to 10 POSITION NUMBER Number of PBX Line My Line ACD NUMBER Number of ACD Line Virtual Line maximum of five digits SPLIT ASSIGNMENT Any or specified specific split Split Number 1 250 only used if SPLC 1 Allow Do Not Allow No Yes ALLOW SUPERVISOR TALLY OHS ANALOG AGENT POSITION Note The List up program will scan both My Line and ACD line positions within the range designated in the List up command NDA 24282 CHAPTER 7 Page 393 Revision 1 0 ACDPSN ASSIGNMENT OF ACD POSITION DATA 4 Assignment and Deletion Procedure These flow diagrams show the procedure used to assign and delete ACD Agent Position data DESCRIPTION 1 ASDT 1 Assign the station numbers for the ACD line and the PBX line 2 AKYD 2 Assign the key data for the ACD position 3 ACDPSN 3 Assign the position data END DESCRIPTION 1 ACDPSN 1 Delete the ACD position data 2 AKYD 2 Delete the key data 3 ASDT 3 Delete the PBX and ACD line from station data Figure 7 4 Assigning and Removing ACD Position Data CHAPTER 7 NDA 24282 Page 394 Revision 1 0 ACDCCV ASSIGNMENT OF ACD CCV DATA ACDCCV Assignment of ACD CCV Data 1 Function This command is used to assign list print and remo
194. PTER 5 Page 286 Revision 1 0 NDA 24282 E QUEUING ACD SERVICE CONDITIONS 1 Queuing Limitations a An incoming ACD call can follow a set of instructions in the CCV associated with the pilot number and encounter many different splits If all the splits are busy the call is allowed to queue to the first four splits it encounters Additional splits may be programmed in the CCV but no queuing is permitted if the splits are busy A Dequeue instruction removes the call from one or all of the queues it currently occupies After dequeuing additional splits may be programmed and queuing will take place A limited number of queue sports are available in the ACD system If a call is queued to four different splits it has absorbed four queue spots In the unlikely event that all the queue spots in the ACD system are in use the split queue will not accept additional calls even though its queue depth limit has not been reached 2 Queue Size Restrictions a Queues are basically unlimited in size however a maximum queue depth may be specified when designing the database For example a small split having only six agents should not allow 220 queued calls This would result in numerous abandoned calls A maximum queue size of 15 would be more appropriate for this particular split Once full additional calls would get busy tone or endless ringing depending on CCV programming Each split s queue is programmed with a maximum size whi
195. PTER 5 Page 291 Revision 1 0 SPLITS ACD Do Not Disturb Mode When a split is unstaffed it operates in a Do Not Disturb Mode Calls may be either allowed or restricted from queueing during this mode Emergency Destination A destination to receive calls when an agent presses the Emergency Key can be specified for each split Emergency Recorder A recording device can be specified to record calls in the event of an emergency The agent must operate the Emergency Key before a call can be recorded Headset Jack Out Mode When an agent s headset jack is removed from the telephone this can either automatically log the agent out or place the agent in break mode Additionally the agent will have keys available to effect either of these conditions as well Hot Split When a split is specified as a Hot Split then all ACD positions which are programmed for that split are automatically logged on when the ACD is initialized This is most useful for ports which are typically staffed with machines like dictation equipment answering machines voice mail etc Logoff Warning Available since the PBX software Series 7400 and the ACD software R3 When logoff warning feature is enabled agents will receive a visual display and their logoff key will be ignored one key press only is ignored if an agent attempts to logoff while there are still calls in queue Logon ID Agents are expected to use a logon ID to gain access to an ACD position It is v
196. Position 24 button 8 Flex or 16 button with Add on Module 8 Flex for D Series 32 button type with Add on Module 8 Flex for Series E Priority of Answering a Call 0 4 Must be programmed as 0 Line Preference 0 1 Must be programmed as 0 Tenant Number of the Prime Line Station Number of the Prime Note Off hook suppression to Prime Line Note 2 0 2 J Off hook suppression disabled l Off hook suppression enabled WRT prompt is displayed after the function button data have all been assigned Note 1 The ACD Line Number must be programmed here Virtual Line Note 2 Must be enabled to Prime Line ACD Line NDA 24282 CHAPTER 7 Page 349 Revision 1 0 AKYD ASSIGNMENT OF KEY DATA FOR D ERM FKY Function Key valid for KYI 1 342 OAI 1 Break 352 OAI Key 2 Auto Man Note 372 OAI Key 4 Work 38 OAT Key 5 Night 39 OAI Key 6 Trk Trbl Trunk Trouble 40 2 OAI Key 7 Tally 41 OAI Key 8 Assist Assistance Key 42 OAI Key 9 Emer Emergency 432 OAI Key 10 Log On Off 44 OAI Key 11 Answer 45 2 OAI Key 12 Mon Barge Monitor Barge 47 OAI Key 14 Call Waiting Lamp 522 Speaker 59 Release KD Kind of Line Valid for KYI 2 0 Line TN Tenant Number for Sub Line STN Station Number for Ringing Information for Each Line 0 7 RINGING DURING DAY MODE RINGING DURING NIGHT MODE DELAY TIME No Ringing No Ringing Ringing No Ringing No Ringin
197. Position is automatically placed in the Ready Mode and since a caller is waiting in queue it immediately rings the position 7 Hot Position answering machine answers the next call SERVICE CONDITIONS 1 Hot Position is allowed to go off hook and originate outgoing calls It will be placed in a Break Mode for incoming ACD calls until it goes onhook 2 Hot Positions are assumed to be in the Ready Mode upon ACD startup If in fact the position is offhook and busy the ACD will make only one attempt to connect a call and then upon noticing its busy status will correctly mark the position as Unavailable and wait for its onhook CHAPTER 5 NDA 24282 E Page 252 Revision 1 0 HOT SPLIT ACD PROGRAMMING Step 1 ACDPSN LINE NUMBERS ACD and PBX are the same ANALOG AGENT POSITION No Step 2 ACDSPL HOT SPLIT Yes NDA 24282 E CHAPTER 5 Page 253 Revision 1 0 INFOLINK DATA MESSAGES ACD 99 INFOLINK DATA MESSAGES ACD GENERAL DESCRIPTION Infolink Data Messages provides a two way communications link between the ACD and external computer equipment Typical examples of external computer equipment includes but is not limited to Mini and Mainframe Host Computers IBM DEC Honeywell Borroughs Hewlett Packard Desktop Workstations Sun IBM Hewlett Packard DEC e Personal Computers IBM Compaq Dell Gateway AST et al Interactive Voice Response IVR systems Centigram Periphonics InterVo
198. Queueing Options is effective when multiple splits are allowed for Agent Queueing Options the agent may have different preference level for each split b ifthere are ACD calls waiting to be queued in multiple splits the agent handles the ACD call followed by Multi Split Agent ACD function Analog Work Timeout Analog positions within a split may utilize a different after call work timeout than digital station users Answer Mode By default agent phones may be setup for auto answer which provides zip tone and an automatic connection or manual answer in which case the agent s position will ring and the incoming call should be answered in the normal fashion Straightforward key presses at the agent instrument allows individual agents to override this feature on a call by call basis CHAPTER 5 NDA 24282 E Page 290 Revision 1 0 SPLITS ACD Assist Destination A destination to receive calls when an agent presses the Assist Key can be specified for each split Auto Ready after PBX Call A feature may be setup such that an agent s position will be automatically replaced in the Ready Mode at the conclusion of a call on their PBX line Auto Work with PBX Answer ACD positions may be automatically placed in the Work Mode when an agent answers an incoming call on their PBX line Auto Work with PBX Ringing ACD positions may be automatically placed in the Work Mode when an incoming call begins to ring on their PBX line Auto Work wi
199. R 8 Page 429 Revision 1 0 SYSTEM OPERATIONS 2 4 BREAK MODE When it is required to leave the position unattended for a lunch or similar break use the following procedure to activate the Break mode in which the ACD call handling services can be interrupted temporarily a Set reset during Communication with ACD Call START Onhandling an ACD call press the BREAK key The lamp lights and BREAK PENDING is displayed L Press the RELEASE key ON BREAK is displayed indicating Break mode L Break L Press the BREAK key The lamp goes off and ON BREAK OVER XX XX time spent on break in minutes and seconds is displayed Note 1 Break mode ends and the position becomes idle and available for receiving the next ACD call READY is displayed END b Set Reset when idle START Press the BREAK key The lamp lights and ON BREAK is displayed Break Press the BREAK key The lamp goes off and BREAK OVER XX XX time spent on break in minutes and seconds is displayed Note 1 Break mode ends and the position becomes idle and available for receiving the next ACD call READY is displayed END Note 1 The period of time in break mode is displayed for 99 minutes and 59 seconds When 99 min and 59 sec passes the part of indicating Minute is displayed as CHAPTER 8 NDA 24282 Page 430 Revision 1 0 SYSTEM OPERATIONS Set reset in Work Mode START Press the BREAK k
200. R directory The PBX directory number that allows ACD to access upto 5 MD none required number on an Interactive Voice Response IVR unit digits IVR pilot The PBX directory number used by ACD to access ports on up to 5 4 required number an Interactive Voice Response unit digits IVR port Associates a port on the VR unit with the IVR directory required number number Language The language a position s messages will be displayed in when English a position is logged on Japanese Spanish Italian English required French German Logon ID The agent s ID code used when logging on to the ACD up to 9 ae system digits Logon ID is Used to control access to the split Required Required Teed Not Used Logon Name The name to be displayed when logging on with a logon ID up to 20 Displayed on ACD position s display characters prae optional Max queue The maximum number of calls that can be queued to this split 1 999 99 TT depth or personal pilot number Multi split Defines whether this logon ID has access to multiple splits Yes No No oid simultaneously Night The directory number to which calls will be routed when the das directory split is in Night mode Must be a valid pilot number A its none optional number Operator Defines the access code programmed for the operator in the up to 5 0 aed access code PBX database digits q Outbound call Time allo
201. ROCEDURE STEP 1 STEP 2 STEP 3 STEP 4 STEP 5 STEP 6 STEP 7 STEP 8 STEP 9 STEP 10 Print out the existent data in the MIS terminal or save the data as the text file Note 4 List up the office data related to the current ACDP Shutdown MIS operation following the appropriate procedure Note 4 Make busy the CPU ACDP card CP53 CP54 and disconnect all cables connected to cards related to ACD Upgrade the PBX hardware following the Upgrade Manual for the PBX Install the software below to upgrade the PBX software Refer to Chapter 3 Section 4 1 ACD Software Installation An assortment of software for NEAX2400 IMX Built in ACDP software Note 1 System Configuration Software containing ACD Options Note 2 Program the following ACD commands data again ACDTN ACDSPL ACDLOG ACDPSN ACDCCV ACDPLT ACDTG ACDANA ACDIVR ACDHS ACDHC ACDWS Start up the Navigator MIS for IBMPC AT Note 3 Standard MIS hardware and software MIS terminal hardware and software Start up the IVR Host Note 4 IVR Host hardware and software Related Equipment for LAN 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 into the 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
202. Revision 1 0 INSTALLATION Figure 3 16 shows the cable connection between IVR and the PBX PIM MDF Installation cable Rosette IVR 16LC AO L2 2 BO Note Al L1 L1 A15 Note Connector leads A0 BO may be connected differently Figure 3 16 Connection of IVR NDA 24282 CHAPTER 3 Page 33 Revision 1 0 INSTALLATION 4 SYSTEM START UP PROCEDURE 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 detailed information about start up procedures before the ACD application software 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 into the 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 recom mended to prevent network traffic congestion The node that uses the ACDP is most recommended accord ing to the service condition Item 3 described in Agent Anywhere ACD in Chapter 5 STEP 3 Install the Configurat
203. SYDN Assignment of System Data 341 Assignment of OAI Key 342 ASDT 3Jiuomment or Station 4 344 ASFC Assignment of Service Feature Restriction Class Data 346 AKYD Assignment of Key Data for 2 348 Assignment of Monitored 354 AMNOL Assignment of Monitored Number for LDM 356 AMNON Assignment of Monitored Number for 358 ACNO Assignment of Conversion Number Data 360 ACNOL Assignment of Conversion Number Data for LDM 362 ACNON Assignment of Conversion Number Data for 364 AADT Assignment of Announcement Dictation 5 366 AADTN Assignment of Announcement Dictation Trunks for 368 ALGNN Assignment of Telephone Number Data for 370 ALGSN Assignment of Telephone Station Data for 372 22 ACD COMMANGS serri sue kk e e e ee I eee EES ARE SERRE ee Ord 376 2 2 1 Command Rh vi Ae dpa ee dik dom eta Rh oem 377 23 Setting Up
204. Split ETA greater 23 Up Priority A variable number Increase the Calls Priority by this amount Note 1 For details of each parameter s meaning see Call Control Vector ACD C 108A in Chapter 5 Note 2 Valid for Overflow service CHAPTER 7 NDA 24282 Page 398 Revision 1 0 ACDCCV ASSIGNMENT OF ACD CCV DATA 4 Assignment and Deletion Procedure These flow diagrams show the procedure used to assign and delete Call Control Vectors Raw GL wer G nace END 1 ACDCCV 2 ACDSPL 3 ACDPLT 4 ASDT END WARNING Some of these may not need to be deleted if being used by other Splits CCV etc DESCRIPTION 1 Assign data for announcement trunks referenced by the CCV 2 Assign station data for any station referenced by the CCV 3 Assign a pilot number to go to the CCV or to a Week Schedule that references the CCV 4 Assign data for any splits referenced by the CCV 5 Assign the CCV 1 Remove the CCV 2 Remove the split s referenced by the CCV 3 Remove the pilot number s that go to the CCV or to a Week Schedule that references the CCV 4 Remove the station data for any station referenced by the CCV Remove the data for any announcement trunks referenced by the CCV Figure 7 5 Assigning and Removing Call Control Vectors NDA 24282 CHAPTER 7 Page 399 Revision 1 0 ACDPLT ASSIGNMENT OF ACD MONITOR NUMB
205. T key while logged onto the ACD ENTER NIGHT F WD is displayed at the position The individual enters the digit 0 a pilot number and At this point the split goes into call forwarding incoming calls are routed to the call forwarding number entered and the NIGHT lamp flashes at all the positions in the split Split call forwarding may be canceled by pressing the NIGHT key again EXIT FWD is displayed at the position and the supervisor enters 1 to confirm At this point the split exits split call forwarding and the NIGHT lamp is extinguished at all the positions in the split SERVICE CONDITIONS 1 Only pilot numbers may be used as the split call forwarding destination 2 pilot number used for split call forwarding may not contain a or a 3 The pilot number for split call forwarding may invoke either aWeek Schedule or a CCV 4 The MIS is not informed when split call forwarding is activated 5 When a split enters Night mode automatically using the MIS split call forwarding is canceled 6 When a call attempts to queue to a split using a Queue to Split instruction in a CCV and the split has call forwarding activated the new pilot number routing for the split is only followed if the split is the primary split for the call If the split is a secondary split the Queue to Split instruction is ignored A primary split is the split specified in the first queuing instruction in a CCV Splits specified in subsequent qu
206. T lamp is extinguished at all the positions in the split Automatic Change over Automatic change over from Day mode to Night mode and vice versa is accomplished from the MIS system See the manual described on the MIS functions Note MIS cannot change split from day to night mode when night pilot involves a week schedule SERVICE CONDITIONS 1 The pilot number used for Night mode cannot contain a or a 2 pilot number for Night mode may invoke either aWeek Schedule or a CCV 3 The NIGHT lamp shows the current night status regardless of whether the night status was changed automatically or manually 4 When acall attempts to queue to a split using a Queue to Split instruction in a CCV and the split is in Night mode the Night mode routing for the split is only followed if the split is the primary split for the call If the split is a secondary split the Queue to Split instruction is skipped A primary split is the split specified in the first queuing instruction in a CCV Splits specified in subsequent queuing instructions in the CCV are referred to as secondary splits NDA 24282 E CHAPTER 5 Page 275 Revision 1 0 NIGHT SERVICE ACD 5 When a call attempts to queue to a split using the Conditional Queue to Split instruction in a CCV and the split is in Night mode the Conditional Queue to Split instruction is skipped 6 When alternate routing is required by a split Call Forwarding Split ACD C 127A
207. THER 2 Circuit Card Mounting Locations Conditions The mounting locations and conditions of this circuit card are shown below a In the case of circuit card type When mounting in the PIMU A Mounting Module PIMU A 00 01 02 Note Indicates the mounting locations of this circuit card When mounting in the PIMB Mounting Module PIMB 00 Note Indicates the mounting locations of this circuit card CHAPTER 4 NDA 24282 E Page 164 Revision 1 0 a Inthe case of module type Mounting Module APM 00 01 02 14 8600 15 17 18 98 3 Locations of Lamps Switches and Connectors The locations of lamps switches and connectors equipped on this circuit card are shown below LAN BUS NDA 24282 E CHAPTER 4 Page 165 Revision 1 0 PA CC98 ETHER 4 Lamp Indications The meaning of indication of each lamp on this circuit card is shown below MEANING OF INDICATION Remains lit while this circuit card is in operating status When a fault has occurred within this circuit card this lamp lights or flashes
208. TIONS 2 11 MONITORING SUPERVISORY OVERRIDE With the following procedure the supervisory position can monitor a conversation between an agent position and ACD caller at any time and can join the call by overriding if required START END Monitoring Place Supervisor into the Work mode Supervisory presses the MON BARGE key The lamp blinks MONITOR NUMBER is displayed Dial the ID code of the agent to be monitored or dial 0 followed by the non ACD call station number of the agent position and Monitoring Press MON BARGE key again BARGE is displayed Supervisory Override Dial 1 and The MON BARGE lamp blinks Three way conference call between the ACD call agent position and supervisory position Press the RELEASE or MON BARGE key to end overriding CONF lamp goes off and Return to Monitoring 3 ACD SYSTEM RESTART PROCESSING Since the ACDP is incorporated in the NEAX2400 IMX perform the restart procedure of the NEAX2400 IMX referring to the Installation Manual or System Operations and Maintenance Manual CHAPTER 8 NDA 24282 Page 434 Revision 1 0 CHAPTERS SYSTEM MAINTENANCE 1 GENERAL This chapter explains the maintenance diagnostics from system messages and fault recovery procedure respectively of the NEAX2400 CallCenterWorX Enterprise ACD System If any fault has been discovered in the course or as a result of maintenance operations it should be diagnosed and
209. TLTR circuit card When the trunks connecting the recording equipment are all busy the trunk is not seized but the emergency call is still routed to the supervisor The playback controls of the recorder normally require DTMF signals Any trunk side connectable recording device may be provided but a device which has playback controls is strongly recommended Most recording devices impose some mechanical delay before recording begins Even when the recording equipment is not available reorder tone is sent out to the ACD trunk when the agent is released The recording equipment can be shared among agent position splits but it is recommended to prepare several pieces of equipment per system For the agent position where MONITORING ACD SUPERVISOR M 28 is available the directory number used for emergency request can be programmed individually on each agent position Recording type number is assigned on an agent position split basis When Emergency requests is routed to an individual supervisor the call is distributed to the supervisor in Work Mode or Break Mode While Emergency call to a split of supervisors is not distributed to the supervisors in those modes CAUTION The use of a monitoring recording or listening devices to eavesdrop monitor or record telephone conversations or other sound activities whether or not contemporaneous with its transmission may be illegal under certain circumstances and laws Legal advice shoul
210. 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 become idle the calls are distributed to the agent positions according to first in first 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 e Overflow An ACD call waiting in a queue of a split that cannot be connected to an agent position assigned to 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 e Overflow Threshold The period of time between the origination of an ACD call and its overflow e Inflow Threshold Specific value defined by number of waiting calls in the overflow destination e 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 e Group Supervisory Position The position assigned the agent position supervisory functions such as monitoring of agent positions and assis
211. Tone NDA 24282 CHAPTER 7 Page 343 Revision 1 0 ASDT ASSIGNMENT OF STATION DATA ASDT Assignment of Station Data 1 Function This command is used to assign delete and display station data If the station number designated has al ready been assigned the current data is displayed If new datais to be assigned the old data must be deleted before the new data can be entered 2 Precautions 1 The Route Restriction Class data RSC works in conjunction with the Assignment of Route Restriction Data command ARSC 2 The Service Feature Restriction Class data SFC works in conjunction with the Assignment of Service Feature Restriction Class command ASFC 3 When the station to be deleted is busy an error indication is provided 4 If station data is deleted the data of the stations assigned by the AKYD command is also deleted 3 Parameters TN Tenant Number STN Station Number LENS Line Equipment Number 6 digits TEC Telephone Equipment Class 1 31 DP PB for Hot position Analog position 12 for My Line 18 2 Virtual Line Appearance for ACD Line RSC Route Restriction Class 0 15 For assignment of RSC from ARSC command SFC Service Feature Class 0 15 For assignment of SFC from ASFC command Note For the ACD lines Virtual Lines the SFC must be separate from all other SFCs in the system This does not apply to Hot Positions or Analog Positions Note Stations must be program
212. US Y is displayed When the supervisory position is logged off or in BREAK mode the service indication of MONITOR VACANT or MONITOR BREAK is displayed on the agent position s LCD at each time However the supervisor can not find the service request via its LCD display CAUTION The use of a monitoring device to eavesdrop may be illegal under certain circumstances and laws Legal advice should be sought before implementing any practice that monitors a telephone conversation Some federal and state laws require the monitoring party to use beep tones to notify all parties to the telephone conversation or to obtain the consent of all parties to the telephone conversation Some of these laws incorporate strict penalties PROGRAMMING Step 1 ACDSPL Assign the ACD line s number of the supervisory position as the assistance call s desti nation and the service activated with ASSIST key ASSIST line of the supervisory position ASSIST Key or MONITOR ME Step2 AKYD Apply ASSIST key to the function key KYN 7 as an example KYI 1 FKY 41 ASSIST CHAPTER 5 NDA 24282 E Page 270 Revision 1 0 MULTI SPLIT AGENT ACD M 90A MULTI SPLIT AGENT ACD GENERAL DESCRIPTION This feature allows an individual agent to handle calls from a maximum of four ACDP software R1 or R2 sixteen splits ACDP software R3 The agent s logon ID is programmed to specify whether the agent is permitted to handle calls from
213. Work Mode or on an ACD call When the queue depth is specified as a percentage of working agents the depth will change up and down as agents logon take breaks and logoff There may be occasions when there are more calls in queue than the queue depth might appear to permit No new calls may queue until the current depth is reduced below the current maximum allowed If the percentage is set to 150 and there are 18 agents working then the queue depth for that moment will be set at 27 NDA 24282 E CHAPTER 5 Page 285 Revision 1 0 QUEUING ACD Conditional queuing One of the two following conditions programmed on a split wide basis will be checked before a call is either connected to an agent or queued a Minimum Agent Availability The system will check for a minimum number of available agents before connecting the call If the number of available agents is greater than or equal to the minimum specified the call is accepted and connected to the longest waiting available agent For example if the minimum agent threshold is set at 3 then calls are connected if there are three or more available agents If there are two or fewer available agents the call will be processed by the next step in the Call Control Vector refer to Call Control Vector ACD C 108A Maximum Queue Depth The system will check for a maximum number of calls in the split s queue at the time the call is pre sented If the queue depth is less than th
214. a call being transferred by one agent is answered by another agent an indication of who is transfer ring the call is displayed For example XFR JONATHAN Talking notification While an agent is engaged in a call the Calling Party Identification of the original incoming ACD call along with the number of calls waiting in the split queue can be displayed by pressing the LOGON key For example NATIONAL 17 is displayed prior to SHIPPING 5 A display showing the amount of time in queue is provided to the agent position when a call is assigned ringing and again when the call is an swered For example TIME IN Q 9 17 The time shown is computed as the elapsed time since the caller entered the ACD system and when it is answered or started ringing NDA 24282 E CHAPTER 5 Page 225 Revision 1 0 CALLING PARTY IDENTIFICATION ACD If an incoming ACD call enters the system through a pilot number and the receiving agent uses a pilot number to transfer the call to an agent in another split the transferred call will be identified by the ID associated with the latter pilot number If an ID is not associated with the latter pilot number the call will be identified by the ID associated with the original pilot number For example an agent in Split A receives a call via a pilot number with an associated ID of SERVICE resulting in SERVICE being displayed at the agent s position The agent uses a pilot number to transfer the call to Split B Split
215. a split queue There are separate thresholds for lighting the lamp and for flashing the lamp Refer to Call Waiting Indication LCD Display CW Lamp ACD C 68A for related information If the chime is selected the chime will sound at each agent position which is in the Work mode at the time the CW lamp is lit and at the time the CW lamp begins to flash The chime is composed of two half second beeps which are separated by a half second of silence 780 Hz tone 03 780 Hz tone silence OPERATING PROCEDURE None SERVICE CONDITIONS 1 The chime will sound only at a position where the agent is in Work mode 2 volume of the chime is controlled by the ringer volume switch on the D instrument 3 The use of the chime is indicated through an ACD MAT command The command data is on split wide basis PROGRAMMING ACDSPL Make the CW lamp with chime service available for each split NDA 24282 E CHAPTER 5 Page 235 Revision 1 0 CALL FORWARDING SPLIT ACD C 127A CALL FORWARDING SPLIT ACD GENERAL DESCRIPTION This feature provides alternate routing for calls destined for a particular split When split call forwarding is in effect and a call attempts to queue for that split the call is routed to a pilot number instead of being queued At this point the call is handled by the Call Control Vector CCV associated with the new pilot number OPERATING PROCEDURE 1 2 The supervisor presses the NIGH
216. agent s phone See Ring Delay ACD R 145A for more details CHAPTER 5 NDA 24282 E Page 232 Revision 1 0 CALL CONTROL VECTOR ACD 19 END This instruction terminates the processing of the CCV The call remains in any queue or queues in which it currently resides and the caller will be connected to an agent when one is available The call processing in a CCV will terminate without an End instruction when the entire twenty steps of the CCV have been executed If the CCV has fewer than 20 instructions the steps without instructions are treated as Blank instructions OPERATING PROCEDURE The desired Call Control Vectors are created through ACD MAT assignments SERVICE CONDITIONS 1 The programming of CCVs is not examined by the ACD system It is the responsibility of the user to provide a logical sequence of instructions which produces the desired call handling in every CCV An announcement is not guaranteed to be available from its beginning when an Announcement instruction is encountered An additional Pause instruction may need to be programmed in order to provide proper sequencing through the CCV Refer to Announcements ACD A 80A for additional information The If not Queued Goto or Busy instruction is applicable to DID amp Tie type trunks In the case of ringdown trunks ringback tone is controlled by the C O therefore busy tone cannot be given to the caller A Transfer To step in the CCV may send a cal
217. agent can be changed by using the ACD MAT the MIS or a Supervisor Tally Oh Code These changes can be implemented while agents are logged on at positions The impact on the agent s call handling and the agent s ability to log on at the same position in the future are described by the two general statements which follow 1 Ifthe changes to the splits allowed the position and or the splits allowed the agent produce a situation which is not a valid combination the agent will be allowed to continue handling calls as before until the agent logs off 2 Ifthe changes to the splits allowed the position and or the splits allowed the agent produce a situation which is not a valid combination the agent will not be allowed to log on at the same position after the agent logs off OPERATING PROCEDURE This feature is implemented through ACD MAT assignments The three critical areas which underpin the feature are 1 The split mode of the agent which is part of the agent logon ID is programmed on an agent basis 2 splits that an agent can service which is part of the agent logon ID is programmed on an agent basis 3 splits allowed at a position are programmed on a position basis PROGRAMMING ACDLOG SPLIT Split no which an agent belongs to 1 250 four splits when using PBX software R4 Series 7300 and ACD software R1 R2 sixteen splits since PBX software Series 7400 and ACD software R3 PERFORMANCE Priority order to h
218. ailable for a split Most of these are discussed in detail on their respective pages and are included here for summary information only After ACD Call Mode At the conclusion of each call an agent can be automatically either available or in wrap up mode depending on this setting Straightforward key presses at the agent instrument allows individual agents to override this feature on a call by call basis Agent Queueing Options Available since the PBX software Series 7400 and the ACD software R3 An option exists where the agent s preference levels can be checked in order to decide which agent should receive the next incoming call When preference levels are not being checked then the call will go to the longest waiting agent If preference levels are being checked then the agent with the highest preference level is located and if there are more than one with the same preference level then the longest waiting one will be assigned the call The Agent preference level data for this feature is also used to decide the preference level of incoming ACD call when using Multi Split Agent ACD M 90A Preference levels 1 through 99 1 gt 99 can be programmed using PRIORITY in ACDLOG command Therefore when Multi Split Agent ACD M 90A is used with this feature there are the following conditions a if there are ACD calls waiting in the queue Agent Queueing Options is available for the ACD call to be routed to the split where Agent
219. allCenterWorX Enterprise ACD System It also explains how to use documents furnished with the NEAX2400 CallCenterWorX Enterprise ACD System The contents of this chapter and how to follow the information are as follows 1 1 SYSTEM SPECIFICATIONS The System Specifications section describes the NEAX2400 CallCenterWorX Enterprise ACD System equipment configuration functions and specifications interface 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 TERMS The terms used throughout the manual are listed and described in Section 3 Glossary of Terms of this chapter NDA 24282 CHAPTER 2 Page 3 Revision 1 0 GENERAL INFORMATION 2 SYSTEM SPECIFICATIONS 2 1 GENERAL This section describes the concept functions and configuration of the ACD in the IMX System This chapter includes the following information e Functional Outline Describes the outline of the ACD e System Configuration Describes the configuration of the ACD e 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 e Equipment related to ACD Describes the related equipment used with the ACD in the IMX
220. andle ACD calls terminated to each split 1 99 When the priority is not taken assign all 1 here MULTI SPLIT Multi Split or Single Split CHAPTER 5 NDA 24282 E Page 274 Revision 1 0 NIGHT SERVICE ACD N 12A NIGHT SERVICE ACD GENERAL DESCRIPTION This feature provides alternate routing for calls destined for a particular split When Night mode is in effect for a split and a call attempts to queue to that split the call is routed to a programmed pilot number night pilot number used by the split instead of being queued At this point the call is handled by the Call Control Vector CCV of the new pilot number Refer to Call Control Vector ACD C 108A for related information Night mode is invoked manually by pressing the NIGHT key or automatically by the MIS OPERATING PROCEDURE Manual Change over Night Mode Engage 1 supervisor presses the NIGHT key while logged onto the ACD system 2 ENTER NIGHT FWD is shown on the display and the agent presses 1 to confirm entering Night mode 3 At this point the split goes into Night mode the NIGHT lamp is lit at all the positions in the split and incoming calls are routed to the night pilot number programmed from the ACD Screens Night Mode Cancel 1 Night mode may be canceled by pressing the NIGHT key again EXIT NIGHT is shown on the display and the agent presses 1 to confirm entering Day mode 2 At this point the split exits night service and the NIGH
221. any order and can be repeated as often as desired although each should be followed by a pause step with a pause time at least as long as the announcement 7 GOTO CCV six STEP This instruction invokes a pause of two seconds before the processing of the CCV continues at the specified step in the specified CCV The specified CCV can be the CCV that is currently handling the call or it can be a different CCV in the same tenant 8 SKIP This instruction causes the next CCV step to be bypassed by a percentage of the calls that reach this step The indicated percentage of calls will skip the next step and continue immediately with the CCV step that is two steps after the SKIP instruction The remaining calls will not honor the SKIP instruction and will process the next CCV step Thus the SKIP instruction acts as a filter to distribute calls on a percentage basis between two consecutive steps in the CCV 9 HANG UP This instruction disconnects the call by breaking the station or trunk connection CCV processing is terminated after this instruction The Hang Up step is designed to provide positive forward disconnect on a supervised trunk circuit particularly after having heard an announcement Station users who encounter a Hang Up step while calling into an ACD pilot number may receive mixed results based on their exact call scenario at the time as well as the PBX software level in use The possible results include busy tone reorder tone or
222. ape recorder has been connected to the cir cuit Turn the START key upwards The corresponding BL lamp starts flashing e Start the tape recorder and record your message in the designated channel lt recording gt e The corresponding BL lamp BLO BL7 lights steadily Recording ends e Return the START WR key to the previous position NDA 24282 E CHAPTER 4 Page 153 Revision 1 0 PA 4DATB DAT How to Play Back the Recorded Message e Playback from a telephone set Set the related switches on the PA 4DATB DAT card Seize a specific channel by Individual Trunk Access Hear the recorded message e Playback from the phone jack on PA 4DATB DAT card CHAPTER 4 Page 154 Revision 1 0 Connect a earphone to the phone jack on the PA ADATB DAT card Select your desired channel 0 3 by the MRCS switch Turn the START key upwards Hear the recorded message NDA 24282 E PA 4DTLA 4DTL PA 4DTLA 4DTL 1 Function This circuit card is a trunk line card that interfaces the NEAX2400 to four Data Modules NEAX2400IMS Data Terminal Navigator MIS i m Data DM Equipment Host MDF 7 Adapter DTE ERST D L 4 16 2E T E L L A C Navigator Remote Terminal 2 Mounting Location Condition The mounting locations of this circuit card and the conditions related to mounting are
223. arison isFALSE next instruction is SKIPPED NDA 24282 E CHAPTER 5 Page 231 Revision 1 0 CALL CONTROL VECTOR ACD Imagine this small CCV example 3 Queue to 1 this is the regular split queue 4 ETA Greater 120 5 Goto CCV step 8 6 Queue to 3 this could be the standard overflow split 7 End 8 Queue to 4 this could be the message center split 9 End If a caller is queued to Split 1 and finds that his ETA for that split is greater than 120 seconds 2 minutes then the call will goto Step 8 and will queue to Split 4 the message center If the current ETA is less than or equal to 120 seconds ETA tests FALSE then Step 5 will be skipped and the call will continue with Step 6 and queue to the standard overflow split ETA less than 11 seconds will be considered as 0 second ETA steps should be used with some amount of leeway since they can only be approximations of an esti mated time to answer Many events could occur to cause the ETA estimate to be incorrect by a considerable amount of time QUEUE TO SPLIT n Item 1 or CONDITIONAL QUEUE TO SPLIT n Item 2 step must be assigned before ETA Greater Less step When queuing to more than one split ETA in the originally queued split is compared with the threshold value of ETA Greater Less step 17 Split ETA Greater Than Split ETA Less Than Available since the PBX software Series 7400 and the ACD software R3 This instruction allows CCV pr
224. arting with the highest priority calls which have been waiting the longest period of time to be connected to an agent and ending with the lowest priority calls which have been waiting the shortest period of time to be connected to an agent Callers may be suspended in queue while conducting certain voice transactions with IVR equipment At this time it is possible to have a suspended caller in the call queue while at the same time have available agents in the agent queue There are two distinct ways to present a call to a split Each way provides a different algorithm for connecting the call to an agent or placing the call in queue 1 Standard queuing Standard queuing always connects a call with an available agent or queues the call when an agent is not available Calls are queued according to their priority The only limit to standard queuing is the split s max imum depth Upon finding the queue full alternate routing may be invoked if alternate routing has been programmed Please refer to the If not Queued Goto or Busy instruction under Call Control Vector ACD 108 for additional information A split s maximum queue depth may be specified in one of two ways e Asan absolute number This count defines the maximum number of callers who may wait in queue for the split Asa percentage of the number of working agents This percentage is specified 5 increments from 5 to 1000 Working agents are those agents in the
225. ase date Press 0808 081 Unlock given logon id Press 08 In n logon id number 082 Display current location of buffer trace pointer Press 082 Display clear debugging call counters 084 display press 084 To clear counters press 0840 085 Turn st driver debugging on or off Usually used with call processing trace Press 08554 s state on 1 off 0 SERVICE CONDITIONS 1 Tally Oh Codes are entered by pressing one of the dial keypad digits 0 through 9 2 key and the key cannot be used as Tally Oh Code numbers since they are used to erase and enter input CHAPTER 5 NDA 24282 E Page 304 Revision 1 0 TALLY REQUIRED ACD T85A TALLY REQUIRED ACD GENERAL DESCRIPTION This feature is programmed on a per split basis via the ACDSPL command When a split is marked for Tally Required an agent will not be able to answer a new incoming ACD call until a Tally entry has been made for the previous call If an agent attempts to enter the Ready Mode to receive a new call but has not yet entered a Tally Code from the previous call a message will display TALLY NEEDED for a few seconds The Per Call Tally field on the ACDSPL command may be set independently for each split in the ACD Even if an agent is using the multi split agent feature the per call tally feature will be checked as each call is assigned based on the split that call is coming from The Tally Code may be ent
226. ated with that split An agent in single split mode whose logon ID allows any split is not permitted to log on at a position that allows any split This combination would force the ACD system to begin to sequentially prompt the agent with the name of every split in the system until the agent selected the single split in which they wish to work This is not an effective use of agents time The multi split mode scenarios will now be examined An agent in multi split mode is not permitted to have a logon ID which allows any split This combination would force the ACD system to begin to sequentially prompt the agent with the name of every split in the system until the agent selected the splits in which they wish to work As in the previous case this is not an effective use of agents time If taken together the last scenario of the single split mode an agent s logon ID allows any split the agent is not permitted to log on at a position which allows any split and the first scenario of the multi split mode an agent s logon ID which allows any split is not permitted the following ACD condition is the result If an agent s logon ID allows any split then the agent will automatically be put into single split mode and will not be allowed to log on at a position which allows any split CHAPTER 5 NDA 24282 E Page 272 Revision 1 0 MULTI SPLIT AGENT ACD An agent in multi split mode whose logon ID allows a list of specific spl
227. attendants or any other method such as call forwarding to agents ACD lines are not permitted and must be restricted by the proper programming of the PBX database CHAPTER 5 NDA 24282 E Page 220 Revision 1 0 CALL DISTRIBUTION TO AGENTS ACD OPERATING PROCEDURE No agents available 1 2 3 An incoming ACD call is queued An agent becomes available The longest waiting ACD call in the queue with the highest priority is assigned to that agent Agents available l 2 There are no incoming ACD calls Agents are queued as they become available An incoming ACD call arrives The ACD call is assigned to the agent who has the highest preference level and who among those agents with the same preference level has been waiting to service an incoming ACD call in Ready mode for the longest period of time SERVICE CONDITIONS 1 When calls are waiting in queue all calls of a higher priority will be answered in their order of arrival before calls of a lower priority regardless of how long a lower priority call has been waiting Upon receiving a call an agent may transfer the call to any destination allowed under normal transfer conditions When transferring to a CALL PARK C 29 location the agent will hear only a short burst of Service Set Tone Do Not Disturb DND Key The DND Key may have undesirable side effects if utilized at an agent s ACD position For example an agent position left in Ready mode
228. back Predictive Dialing Enhancements e Phone In A Drawer Position In Queue Announcements Estimated Time To Answer Announcements Leave A Message vs Stay In Queue Options CHAPTER 5 NDA 24282 E Page 254 Revision 1 0 INFOLINK DATA MESSAGES ACD The following tables lay out the names of the messages currently available Inbound Messages from Infolink Client to ACD Tag Message Description IA Dialed digits IB Manage Call IC Split Status Caller Status Request ID Announcement Request TE Outbound Call Request IF Route Call Request IG Call Manipulation Request State Change Request IL Message Subscription Outbound Messages from ACD to Infolink Client Tag Message Description IM ANI DNIS Information IN Port Release Play Announcement IP Split Status Notification IQ Incoming Call Notification IR Report IVR Dialed Digits IS Agent Ringing IT Agent Answer IU Call Disconnect IV Call Transfer IW Agent State Change IX Party Acknowledgment IY Sequence Acknowledgment IZ Outbound Call Disposition NDA 24282 E CHAPTER 5 Page 255 Revision 1 0 INFOLINK DATA MESSAGES ACD OPERATING PROCEDURE Depending on the usage of each application SERVICE CONDITIONS 1 Each feature is defined by the detail specification of each application 2 Lower layer protocol of Infolink supports TCP IP DIX Ethernet Versio
229. 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 pro vides ACDP e 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 e Expanding ACD capacity With the ACD Option Service Software the built in ACDP capacity will be extended and more than 1000 agent positions can be installed e Split of Supervisors see Multiple Supervisor Groups Splits ACD M 79A Split formed by multiple supervisors It is beneficial when more than one supervisor serves a split of agents CHAPTER 2 NDA 24282 Page 18 Revision 1 0 CHAPTER3 INSTALLATION 1 GENERAL This chapter describes the installation and test procedures for the NEAX2400 CallCenterW orX Enterprise ACD System The installation of the ACD in the IMX system is completed by the installing the MIS MIS interface and ter minal equipment such as agent positions and supervisory positions Because the installation procedures required for the NEAX2400 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 NEAX2
230. be connected to one channel of Digital Announcement Trunks depending on the system data NDA 24282 E ANNOUNCEMENTS ACD Step 9 Ina single connection one ACD incoming call is connected to one channel of Digital Announcement Trunks PROGRAMMING Step 1 AADT AADTN Step 2 ACDCCV NDA 24282 E CHAPTER 5 Page 207 Revision 1 0 AGENT PERSONAL QUEUE ACD A 85A AGENT PERSONAL QUEUE ACD GENERAL DESCRIPTION Incoming ACD calls wait in queues until an agent is available to take the call There are two types of queue for waiting callers Split Queues and Agent Personal Queues When a call is waiting in a split queue the next agent who becomes available in the entire split will be assigned the longest waiting call When a call is waiting in an Agent Personal Queue it can only be assigned to a single agent A variety of overflow timeout unavailability and full queue parameters can be programmed for each agent personal queue to provide for alternate call handling when the designated agent does not get to the call in time or is unavailable A call is directed to a normal split queue by way of the dialed Pilot Number A call is directed to an agent s personal queue by way of a Personal Pilot Number The personal pilot number is associated with the agent s logon ID and is valid whenever and wherever the agent is logged onto the ACD system Calls internal external ACD agent transfers CCV transfers emergency assist etc to the
231. but with the DND feature set for the position s PBX line my line will still receive and ACD call as a result of the Ready mode but the position will not ring as a result of the DND feature being set It is up to the ACD user to understand and accept all potential side effects of using the DND key at an ACD position PROGRAMMING None NDA 24282 E CHAPTER 5 Page 221 Revision 1 0 CALL TRANSFER TO SPLIT QUEUE ACD C 67A CALL TRANSFER TO SPLIT QUEUE ACD GENERAL DESCRIPTION This feature allows calls to be transferred by agents or supervisors PBX station users or attendants to splits in the ACD system The transferred call will be connected to an available agent or the call will be queued if agents are not available The transferring party is allowed to remain on the line until the agent answers screened transfer or may complete the transfer while still in queue or while ringing the agent blind transfer OPERATING PROCEDURE From a PBX station 1 2 The PBX station user transfers the calling party to the ACD by dialing a pilot number A Call Control Vector CCV associated with the pilot number is processed and the transferred call may be queued to a split The PBX transferring station processes the CCV until an agent answers the PBX station finishes the transfer or the party being transferred disconnects All announcement connections indicated in the CCV are skipped over in the case of a transferred call T
232. by below The names listed within Installation Manual test the ACD service features following the flowchart of each NAP are the names of the ACD services Also refer to the detailed description of the services in Section 3 ACD Service Feature of Chapter 5 START ACD Incoming Call Distribution to Agents Call Distribution to Agents C35 Priority Processing ACD service feature names tested in each NAP r NAP 215 101 Automatic Answer A35 Calling Party Identification Character Display for ACD C70 Log on Log off L19 Release ACD Position R19 Split Section S98 Zip tone Z1 r NAP 215 102 NAP 215 103 Call Waiting Indication LCD Display CW Lamp C68 Priority Queuing P21 Queuing ACD Q 1 215 104 Automatic Call Distribution Automatic Call Distribution 215 105 Delay Announcement Announcements A80 NDA 24282 E CHAPTER 6 Page 311 Revision 1 0 ACD SERVICE FEATURES FUNCTIONAL TEST PROCEDURES NAP 215 106 Center Closed Announcement Announcements A80 m NAP 215 107 Overflow Overflow Outside ACD O19 215 108 Emergency Recorder Emergency Recorder E6 After Call Work Manual NAP 215 109 __ 215 110 After Call Work Automatic Availability ACD Position After Call Work
233. card is shown below CLKALM OPE MB US MB M AP1 APO 4 Lamp Indications The contents of lamp indications of this circuit card are shown in the table below LAMP NAME 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 STANDARD Circuit card make busy DOWN Circuit card make idle NDA 24282 CHAPTER 4 Page 65 Revision 1 0 PH PC21 APINT SWITCH STANDARD NAME SWITCH NO SETTING SETTING 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 Fixed When the ACDP is provided by single system configuration When the ACDP is provided by dual system configuration Fixed Fixed DEFINITION OF SOFTWARE TYPE To be used in ACD Module Type Single System Configuration To be used in ACD Module Type Dual System Configuration Others
234. ch may be an absolute number 1 to 700 or may be stated as a percentage of logged on agents 5 to 100090 The total number of all calls waiting in all queues combined with the total number of all calls currently connected to agents is limited to the maximum number of Call Records Refer to the ACD Job Specification for the quantity of Call Records allocated for each ACD system 3 Queue Timing Restrictions a There is no limit on how long a call may remain in queue There are ways of removing calls from queues including the caller disconnecting a successful transfer to a PBX number a Dequeue instruction in the CCV or the call being answered by an agent from another queue Encountering an END instruction in a CCV does not remove the call from the queue PROGRAMMING ACDSPL Assign the maximum number of queued calls 1 700 calls 5 100096 in increments of 5 NDA 24282 E CHAPTER 5 Page 287 Revision 1 0 RELEASE ACD POSITION ACD R 19A RELEASE ACD POSITION ACD GENERAL DESCRIPTION This feature allows an agent who is using a headset to release from a call by pressing the RELEASE key rather than for the other party to disconnect OPERATING PROCEDURE 1 While engaged in a call the agent or supervisor presses the RELEASE key 2 calling party is immediately disconnected and the agent or supervisor becomes idle with after call availability set accordingly Refer to Availability ACD Position ACD A 37A
235. cific number of calls are in queue then flash when the second threshold of number of calls are in queue 10 Never set the Call Waiting Threshold LIGHT and FLASH to the same value Always set the LIGHT value lower than the FLASH value 11 Work mode can be programmed to timeout after a position has been in Work mode for a predetermined time on a split wide basis 12 Each split can be programmed to have one break mode type or nine break mode types in MULTIPLE BREAK TYPES 13 QUEUE The maximum number of calls that can be in queue at any given time This field allows normal inputs 150 as well as percentage inputs 150 used for Variable Depth Queuing A Variable Queue Depth is one that changes based on the number of working agents logged on and not in break mode Therefore with four working agents a maximum depth of 150 would equate to 150 x 4 6 calls in queue The seventh call would then not be allowed to queue until more working agents were added to the split Valid ranges for normal maximum depths are to 700 Valid ranges for variable maximum depths are 5 to 1000 in increments of 5 14 Positions can be programmed to automatically go into Work mode if an outgoing call is made on the PBX line or if an incoming call is received the PBX line Press SPACE BAR to change selection No Yes 15 After call work mode setting determines if an agent is available for the next call imme
236. ck Diagram of ACD System Single CPU Configuration NDA 24282 CHAPTER 2 Page 7 Revision 1 0 GENERAL INFORMATION MIS Dual Configuration ae MIS ETHER External LAN zr IT 1 Externally installed equipment CIRCUIT CARD SYMBOL FUNCTION NAME REMARKS Central Processing Unit ACDP RAM Built in Data Memory Electronic Line Circuit PA 16ELCJ Digital Multifunction Telephone Management Information System 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 SYSTEM 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 14 01 00 000 Analog Agent Access Codes Announcement Routes Call Active simultaneous calls Call Control Vectors 20 steps each Holiday Schedules per Tenant IVR Ports Logon IDs 9 digits maximum Personal Pilot Numbers Pilot Numbers Priority Level Splits Splits per Agent Station Calls TCP IP Clients Tenant
237. coming trunk call is determined by checking two places A priority assigned to the trunk group route e A priority assigned to the pilot number dialed The higher of these two priorities will be used for the call SERVICE CONDITIONS Calls transferred into the ACD by PBX stations and calls transferred by attendants have the same priority CHAPTER 5 NDA 24282 E Page 280 Revision 1 0 PRIORITY QUEUING ACD PROGRAMMING Step 1 ACDTG Assign the priority order to each ACD route PRIORITY Queue priority of ACD route 1 250 1 gt 250 Step 2 ACDPLT Assign the priority order for ACD calls terminated to each pilot number TRUNK Priority order of ACD calls from a trunk 1 250 INTERNAL Priority order of ACD calls from a station 1 250 TRANSFER Priority order of ACD calls to be transferred 1 250 NDA 24282 E CHAPTER 5 Page 281 Revision 1 0 PILOT NUMBERS ACD P 40A PILOT NUMBERS ACD GENERAL DESCRIPTION Pilot numbers are the access codes to ACD functions They are programmed into the PBX side database according to the numbering plan in effect for the system Pilot numbers do not correspond to any line appearances either physical or virtual in the system No physical equipment is required to assign a pilot number Although pilot numbers are often thought of as ringing into a particular split pilot numbers are associated with a Call Control Vector refer to Call Control Vector ACD C 108A which in turn controls
238. commodated in a node Both ACDPs in Node 1 and Node 2 cannot control ACD positions in Node 3 Node 1 N NNN Node 2 Node 3 IACDP N NNN NDA 24282 CHAPTER 5 187 Revision 1 0 OFFICE DATA DESIGN 6 When Multiple ACDPs are used in a Fusion Network that accommodates the IMX U system consider the following conditions when programming data a IMX U system where the agent positions are accommodated in a Local Node of the system In the IMX U system data programming for ACD Trunk for Fusion must be programmed at the node that has ACDP ACDP1 in the figure below Program so that another ACDP ACDP2 in the figure below can be used for AGENT ANYWHERE LEGEND i Local Node that has agent positions b IMX U system where the agent positions are accommodated in a multiple Local Nodes In the IMX U system data programming for AGENT ANYWHERE must be programmed at the node that has ACDP ACDP1 in the figure below In the network only one ACDP can be used for AGENT ANYWHERE LEGEND Local Node that has agent positions 7 When a DID Trunk is managed by multiple ACDPs the trunk information CA AF message is sent to each MIS Accordingly the number of originating static report which is concerned with the trunk group and the t
239. ctor Leads Accommodation of PIMU A 2 2 158 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 CRONE dI4paauccd bee DAC 189 Figure 5 2 Fusion Network 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 Removing 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 401 Figure 7 7 Assigning and Removing ACD Trunk Group Data 403 Figure 7 8 Assigning and Removing Holiday Schedule Information 409 Figure 7 9 Assigning and Removing Holiday Calendar 412 F
240. d be sought before implementing any practice that monitors or records any telephone conversation Some federal and state laws require the monitoring party to use beep tones to notify all parties to the telephone conversation or to obtain the consent of all parties to the telephone conversation Some of these laws incorporate strict penalties PROGRAMMING Step 1 ACDSPL Assign the destination of Emergency request call EMERGENCY The ACD line of a supervisory position the pilot number of a split of supervisors Step2 ARTD Assign the route class data for Emergency Recording trunk CDN2 ONSG 2 PB 60 msec interval CDN6 TCL 4 Tie Line Announcement Trunk Step 3 ALRTN Assign the trunk data of COT used for interface with the recording machine When Paging Trunk is available two circuits 0 1 are required for connecting paging equipment CHAPTER 5 NDA 24282 E Page 246 Revision 1 0 EMERGENCY RECORDER ACD Step 4 AADTN Assign the related data of recording machine TYPE 2 Recording Trunk NO 1 5 RT Route number for recording machine TK Trunk number for recording machine Step 5 Make the interface trunk COT idle Step 6 ARRC Release the route restriction between the ACD route and the route for the recording machine Step 7 AKYD Assign EMER key to a function key Note When the destination of Emergency request call that is programmed in ACDSPL is busy the requ
241. de only used for BREAK MODE CHAPTER 7 NDA 24282 Page 404 Revision 1 0 Note Note ACDANA ASSIGNMENT OF ACD ANALOG SPLIT ACCESS CODE ANNOUNCEMENT SUCCESS Success Announcement or Tone 0 Service Set Tone 1 58 Announcement No programmed in AADT An agent will be connected to the announcement upon successful operation FAILURE Failure Announcement or Tone 0 Reorder Tone 1 58 Announcement No programmed in AADT An agent will be connected to the announcement upon failed operation Valid since PBX software Series 7400 and ACD software R3 or are not available for access codes NDA 24282 CHAPTER 7 Page 405 Revision 1 0 ACDIVR ASSIGNMENT OF ACD IVR DATA ACDIVR Assignment of ACD IVR Data 1 Function This command is used to assign list print and remove ACD Interactive Voice Response Unit IVR data This command sets up IVR ports which will be used to play customized announcements or obtain dialed digit information from callers Data Directory Tenant Number Update m T List 2 Precautions IVR should be set up on the PBX as members of a UCD hunt group whose pilot number is the same as the IVR pilot number field of ACD tenant data see ACDTN 3 Parameters TENANT Tenant number 1 to 10 DIRECTORY NUMBER The PBX directory number used to access an IVR port PORT The IVR port number associated with this directory n
242. der Emergency call can be distributed to Emergency call can not be the supervisor in Work Mode Break distributed to the supervisor in Work Mode Mode Break Mode 4 CCV data programmed for a pilot number of a split of supervisors as the destination of Assistance call or Emergency call is as follows See Assignment of ACD CCV Data in Chapter 7 STEPn Queue Assign Conditional Queue Assign Goto e STEPn 1 Pause Valid for CCV data for Assistance only e STEPn 2 End CCV 5 Since DAY NIGHT CLASS OF SERVICE D 15 cannot be used for the split of supervisors do not set the data that ACD call excluding Assistance and Emergency calls terminated to the split directly 6 When using dictation trunk for EMERGENCY RECORDER recording starts from the moment the call terminates to the supervisory position It is not recorded while the call is in queue CHAPTER 5 NDA 24282 E Page 266 Revision 1 0 MULTIPLE SUPERVISOR GROUPS SPLITS ACD PROGRAMMING Step 1 Step 2 ACDSPL Assign assistance and emergency request destinations per split ASSIST pilot number of a split of supervisors EMERGENCY pilot number of a split of supervisors ACDLOG Assign assistance and emergency request destinations per ID code ASSIST REQUEST pilot number of a split of supervisors EMERGENCY REQUEST pilot number of a split of supervisors NDA 24282 E CHAPTER 5 Page 267 Revision 1 0 MIS OPERATOR SELECTION ACD M 88A MIS OPERATOR SELECTI
243. diately or if the agent is placed in an after call work mode at the completion of the current ACD call NDA 24282 CHAPTER 7 Page 385 Revision 1 0 ACDSPL ASSIGNMENT OF ACD SPLIT DATA 16 17 18 19 20 21 CHAPTER 7 Page 386 Answer mode setting determines if a call is automatically connected following a zip tone or if the agent must manually answer the incoming call by pressing the ANSWER key A split can be set up so that agent priority queueing can be used if desired This split can be set up as a Hot Split if desired A CCV can be assigned for calls stranded in queue The split can be programmed so that a call which rings at an agent s phone for a long time can be recovered and requeued When assigning AUTO WORK ON RING or AUTO WORK ON DIAL OUT do not set the WHILE ON PBX CALL Time Out if the AUTO WORK MODE CANCEL Timer is to be restricted NDA 24282 Revision 1 0 Parameters TENANT NUMBER SPLIT NAME REQUIRE LOGON ID AUTO READY AFTER CALL AUTO ANSWER QUEUE CALL WAITING CHIME JACK OUT MODE WORK MODE TIMEOUT ASSIST KEY MULTIPLE BREAK TYPES DIR NUMBERS NIGHT ASIST EMGCY RECORDER NUMBER QUEUE WHEN VACANT WORK MODE RESTRICTED UPON PBX CALL CONDITIONAL THRESHOLD CALL WAITING THRESHOLD STRANDED CALL CCV CALL RECOVER TIME ACDSPL ASSIGNMENT OF ACD SPLIT DATA Tenant Number 1 to 10 Split Number 1 to 250 Split Name Optional Up to 20 characters Re
244. display Three Tally Oh codes have been added to support the Connection Displays feature These codes are available to all ACD agent positions and cannot be restricted The Connection Display sequence and timing is stored on a per agent logon ID basis and will be retained from one logon session to the next as long as a Personal Emergency Supervisor has not been specified for this agent Those agents with an assigned Personal Emergency Supervisor will need to setup their Connection Displays each time upon logging onto the system NDA 24282 E CHAPTER 5 Page 239 Revision 1 0 CONNECTION DISPLAYS ACD Connection Display Tally Oh Codes Code Format Description Setup the display sequence and timing for the current agent D single digit display code 3 thru 9 DD double digit display code 10 thru 29 5 number of seconds to display 3 thru 9 seconds or 0 for 021 021DS or 021DDS permanent display The DS or DDS pairs may be repeated up to 5 times the digit must follow the final entry A very long entry might look like Tally 021 44 54 64 74 84 pluses and minuses are not actually entered they are shown here for visual separation only On line help to show a series of 4 second displays describing the ee Vann available displays codes Demand display of the specified code D single digit display code 3 thru 9 023 023DS or 023DDS DD double digit display code 10 thru 29 S optional number of
245. dition and the number of agents Precautions for Use of Navigator MIS When using the Navigator MIS please note the following points Ifthe customer uses the Navigator MIS on a 24 hour basis be sure to install the Navigator MIS an air conditioned room to ensure normal operation and preventing the hard disk from overheating e 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 BETWEEN ACD AND MIS Table 2 2 shows the interface condition between the ACD in the IMX System and MIS Table 2 2 Interface Condition CIRCUIT CARD INTERFACE CONDITION Physical Interface 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 telephone jack set and a headset It is equipped with 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 GENERAL INFORMATION 2 Specifications D Series III 105 mm x 205 W mm x 225 D mm Dimensions D Series E 98 1 H mm x 177 0 W mm x 223 7 D mm Cable Conductors 2 conductor 1 Pair Distance from PBX Less than 850m 2787 ft
246. e CHAPTER 5 NDA 24282 E Page 306 Revision 1 0 WORK MODE ACD W 5A WORK MODE ACD GENERAL DESCRIPTION This feature offers the choice of allowing the agents within a split to enter and exit Work Mode Calls waiting in queue cannot be connected to agents in the Work Mode Since the Work Mode inhibits agents from receiving calls it is sometimes beneficial to limit Work Mode use or restrict it altogether Two features have been provided which limit the agent s ability to be in the Work Mode After Call Work Mode Timeout This feature sets a timer which limits how much time an agent may remain in the Work Mode at the conclusion of each ACD call This mode is sometimes called the Wrap Up Mode as well When the timer expires the agent is automatically placed in Ready Mode and a new ACD call will be connected immediately if there is one waiting in queue Work Mode Restriction The Work Mode can be restricted altogether for a specified split Any attempt to enter the Work Mode is overridden according to the following conditions e The agent presses the WORK key ACD system ignores the request e The agent logs on to the ACD system The agent is automatically placed in Ready mode and will receive calls immediately if calls are queued The agent concludes an ACD call The after call work mode of the split is ignored by the ACD system and the agent is automatically placed in Ready mode If the agent requested to enter Break mode
247. e The choice is made for each split Regardless of which feature the key and number are dedicated to if an agent personal assist number and a split assist request number are both defined the personal assist request number will always be used If an agent is in multi split mode and a personal assist request number is defined the quantity of splits which have an assist request number defined is meaningless the personal assist request number will be applied Please refer to Multi Split Agent ACD M 90A for more information OPERATING PROCEDURE The following example illustrates how the feature functions 1 An agent is logged onto a position the extension is 4281 2 The agent requests to be monitored by pressing the ASSIST key 3 While the supervisor s position is being rung the agent and the calling party remain connected and continue to converse 4 ASSIST lamp at the agent s position is lit and the display shows the individual supervisor s name An example of the display is MONITOR JAMES 5 When the destination supervisor is idle the MON BARGE lamp at the destination supervisor s position is lit and the display provides the extension of the agent who is requesting the monitor activity and the trunk type and number to which the agent is connected The display appears when the monitor request is ringing and when it is answered 6 The supervisor answers the request and begins monitoring the agent and the calling
248. e number of splits that will be needed for ACD operations Tenant Data Tenant Number 1 40 s Remove Splits 50 IVR Plot Number Outbound Answer Timer 30 Operator Access Code 0 Default Language English List Close Agent Personal Queues I O Port Assignment Announcement Number 1 amp COMI 2 Overflow Forward Priority COM3 4 off MIS Infolink Remove Tenant 2 Precautions 1 CHAPTER 7 380 The ACDTN data is one of the most important data for ACD system configuration The user must program the NSPL data carefully to lessen the need for future changes If the NSPL data is changed all data concerned with ACD function must be changed also Since data related to MIS connection is assigned using TN 1 the following data must be set even when TN 1 is not used for the ACD system TN 1 NSPL 1 PRI 1 LANG 0 the data to be entered in other parameter is optional For the maximum number of splits per ACD see Section 2 3 1 System Capacity in Chapter 2 Remove menu selection is not applicable for this command Assign the number of tenants for whole system including Business Hotel features SYS1 Index8 NDA 24282 Revision 1 0 Parameters TENANT NUMBER NAME SPLITS DEFAULT LANGUAGE OPERATOR ACCESS CODE IVR P
249. e BREAK MODE nine break types 2 The agent presses the BREAK key and the associated lamp is lit The display shows BREAK TYPE The agent enters a digit from 1 to 9 to indicate the break type then enters to complete the input The display shows BREAK TYPE N where N is the number the agent entered in the previous step This display will be shown for four seconds Following this display if the agent is not on a call the display will show ON BREAK If the agent is on a call the display will show BREAK PENDING At the end of the call the display will change to ON BREAK If the agent does not indicate a break type 1 to 97 within thirty seconds of pressing the BREAK key the system will default to break type 1 and BREAK TYPE 1 will be displayed for four seconds Following this display if the agent is not on a call the display will show ON BREAK If the agent is on a call the display will show BREAK PENDING At the end of the call the display will change to ON BREAK To cancel BREAK MODE single break type or nine break types 1 2 The agent presses the BREAK key The display shows the time spent on break in minutes and seconds For example BREAK OVER 35 20 The BREAK lamp is extinguished The WORK lamp indicates whether the agent will be placed in the Work Mode or Ready Mode when the Break Mode is concluded By operating the WORK key prior to exiting Break Mode the agent may specify w
250. e following faults occur are shown below Note Data marked with an asterisk indicates that system must be initialized after data change a ACD data cannot be programmed Software to be installed Software install for Built in ACDP function Basic ACD Option Service software APL 0809 Series 7400 or later release Data Programming ACDP in service out of service ASYD SYS1 INDEX2 P in system 0 is used not used ASYD SYS1 INDEX207 P in system 1 is used not used ASYD SYS1 INDEX207 b1 Note 1 Built in ACDP is used not used ASYDL SYS1 INDEX864 Note 1 in System 1 not used in Internal ACD b ACD agent positions cannot be logged on to the split CHAPTER 5 NDA 24282 E Page 194 Revision 1 0 4 OFFICE DATA DESIGN Software to be installed Software install for VNDM function Basic ACD Option Service software APL 0809 Series 7400 or later release Software install for AGENT ANYWHERE APL 0734 Series 7300 or later release Data Programming FPC number of Center Node providing VNDM ASYDN SYS1 INDEX533 AGENT ANYWHERE is in service out of service ASYDL SYS1 INDEX864 b2 MULTIPLE ACDPs in a Fusion Network is in service out of service ASYDL 5 51 INDEX864 b3 ACD incoming calls are routed to the busy tone connection ACD incoming calls are distributed by back up UCD function Software to be installed Software install for
251. e maximum specified the call may be queued or connected if agents are available For example if the maximum queue depth is set at 3 then calls are connected if there are fewer than three calls in queue If there are three or more calls in queue the call will be processed by the next step in the Call Control Vector refer to Call Control Vector ACD C 108A A Call Control Vector CCV which is assigned to a Pilot Number allows certain calls to queue to a split and specifies standard or conditional queuing When conditional queuing is used the type condition and threshold must be selected for the split A split may receive standard queuing calls from one CCV while receiving conditional queuing calls from another CCV Refer to Call Control Vector ACD C 108A for related information The following types of calls are permitted to queue to an ACD split when agents in the split are not available to handle calls 1 Calls to the C O trunk assigned to the ACD split 2 ADIDorTie trunk call that dialed the Pilot Number associated with the split 3 Automatic Ringdown Tie trunk terminations 4 Calls transferred by the attendant 5 Calls overflowed from other splits 6 Calls forwarded by the split supervisor of another split 7 Calls transferred by PBX stations or ACD agents 8 Calls transferred by Night mode 9 Direct station calls OPERATING PROCEDURE This feature is implemented through the programming of CCVs CHA
252. e queue for that split The call will be handled by the next step in the CCV When a Conditional Queue to Split instruction points to a split that is either in Night Mode or forwarded the call will be handled by the next step in the CCV DEQUEUE n This instruction removes a call from a specified queue or from all the queues in which the call cur rently resides IF NOT QUEUED GOTO CCV x STEP y or BUSY This instruction provides an alternate routing option if a call cannot be queued for one of the following reasons a The target split of a Queue to Split instruction has a full queue b The target split of a Conditional Queue to Split instruction does not satisfy the preimposed condition c call is already successfully queued to four splits d The target split of a Queue to Split instruction is in Night Mode or forwarded and the call is already queued to other split s target split of a Conditional Queue to Split instruction is in Night Mode or forwarded If none of the above reasons exists then alternate routing is not implemented and the call will be handled by the next step in the CCV If one of the above reasons exists then alternate routing is implemented in one of the following manners IfaCCV number and a step number are included in the If not Queued instruction then processing will continue at the specified CCV number and step number b Ifa CCV number and a step number are not included in the
253. e table below SWITCH STANDARD SWITCH NO SETTING SETTING MEANING Circuit card make busy Circuit card make busy cancel Make busy request on a channel basis Channel Designation for Recording Playback Make busy request cancel on a channel basis SETTING OF RECORDING MODE SWITCH NO MODE Channel 0 64 sec mode 128 sec mode 240 sec mode Each Switch corresponds to each chan nel of SETTING OF TIMER FOR EACH CIRCUIT DAT channel 2 2 4 TIMER MODE SWI channel 0 ON OFF ON 64 sec mode SW2 channel 1 ON ON 128 sec mode SW3 channel 2 OFF 240 sec mode SWA channel 3 ON ON Not available CHAPTER 4 NDA 24282 E Page 148 Revision 1 0 SWITCH SWITCH NO SETTING STANDARD SETTING PA 4DATB DAT MEANING SETTING OF ANNOUNCEMENT RECORDING PLAYBACK TIME SW5 1 SW5 2 RECORDING PLAYBACK TIME OFF ON 64 sec Recording Playback ON OFF 128 sec Recording Playback OFF OFF 240 sec Recording Playback Note Setting of Recording Playback Timer should correspond to that of SW1 SWA ON Compression Law p law OFF Compression Law A law ON To be used as external hold tone source OFF To be used as announcement equipment ON Single playback of No 0 channel Note 2 OFF Multiple playback of No 0 channel
254. eader ETA Includes Excess Work Incoming Cell Msg IO M Infolink with Call ID Outbound Cell Disp I2 M Call Timeout Audit Reclaim IVR Call to Music Y Work Key Press Ready Mo v Orig Detail Codes MIS Split Capacity 4 Y Trim CP Trace Space User Infolink Split Information Large CP Trace Buffer Update System Data 2 Parameters CCV Tally DN 1 5 digits Send AO MIS Msg Yes No Display ANI NONE Yes No Queue High Priority Yes No Display IVR Header Yes No ETA Includes Excess Work Yes No Infolink with Call ID On Off Default Off Time Out Audit Yes No CHAPTER 7 NDA 24282 Page 418 Revision 1 0 Orig Detail Codes Trim CP Trace Space Large CP Trace Buffer Dash Min Len Index 1 5 Incoming Call Msg Outbound Call Disp Reclaim IVR Call to Work Key Press MIS Split Capacity Use Infolink Split Information Tenant Settings 1 2 Function SYSTEM INFORMATION Yes No Default No Yes No Default No Yes No Default Off 1 to 16 Default 7 Oto 11 IQ or Iq IZ or Iz Music Ring Back Ready Mode Disable Timer 4 16 Default 4 No Yes This command maintains the ACD s system data tenant table If the system is required to accept calls from trunks stations beyond the ACDTN range 1 10 this command allows the user to program these tenants No
255. eads Accommodation of 2 2 NDA 24282 E CHAPTER 4 Page 159 Revision 1 0 PA 4DTLA 4DTL b LT Connector Lead Accommodation when this circuit card is mounted in PIMB LT Connector Accommodation lar Accommodated in 1 71 m Accommodated in 2 71 LTO 2 4 6 8 10 Connector LT1 3 5 7 9 11 Connector LT Connector gt LTO LT1 LT2 LT3 LT4 LT5 LT6 7 LT8 179 LT10 SlotNo gt 0 03 04 05 06 08 09 10 14 12 113 114 115 16117 18 119 20 21 122 23 Group PIMB Highway Block a Rm Tm 9 11 io 3 5 7 9 11 e e e e e Figure 4 18 LT Connector Leads Accommodation of PIMB 1 2 CHAPTER 4 NDA 24282 E Page 160 Revision 1 0 PA 4DTLA 4DTL LT Connector Accommodation Accommodated 3 LT1 3 5 7 9 11 Connector Co 4 O O1 C2 D LT Connector Name LTO LT1 LT2 LTS LT4 LT5 LT6 7 LT8 LT9 LT10 Slot No Tor loz o7 os o9 10 11132 ra 15 1
256. ections 4 2 1 and 3 2 1 5 Q ACD MIS LOCK UP 6 H Bad Call Notification See the NEAX2400 IMX System Operations and Maintenance Manual 26 V LAN interface Error Report See Sections 4 2 1 and 3 2 3 For other messages refer to the NEAX2400 IMX System Operations and Maintenance Manual When an alarm such as circuit card initialization is displayed during diagnostics press the ALM RST button to reset the alarm indication When the result of diagnostics shows that the fault is temporary execute the RALM command to reset all alarms and system messages and supervise the system operation Go to Section 5 Fault Recovery Procedure When the cause of fault is identified perform the fault recovery procedure in Section 5 which is shown inside of the diagnostics procedures Figure 9 3 Flow of Diagnostics from System Message NDA 24282 E CHAPTER 9 Page 449 Revision 1 0 SYSTEM MAINTENANCE 4 2 1 TCP IP LINK FAILURE For details of System Massage 4 R and 26 see Section 3 2 1 and Section 3 2 3 in this Chapter START According to each fault situation perform the repairing procedure referring to the table below 1 When the PBX software Series 7300 and the ACD software R1 or the earlier software are in stalled Table 9 3 Repairing Procedure for TCP IP Link Failure Message 4 R 1 2 ERR Detail information of ERR
257. ed or not to sound The calling party is immediately connected to an announcement personal queue announcement This announcement which is specifically for agent personal calls is programmed on a tenant wide basis All calls to any personal queue will hear the exact same announcement The call to the agent s personal pilot number will have a higher priority than any non emergency non assist call queued to a split When the agent becomes Ready the personal queue call will connect to the agent When the call is ringing and when the agent answers the call the display shows PRS ORDERS for four 4 seconds followed by TIME IN Q 0 28 for example The consecutive displays indicate that the call is from the personal queue identify the source of the call trunk party etc and provide the amount of time the call spent in the queue If the timer expires the call will be handled by the Forward Full CCV step indicated in the ACD database If another ACD agent subsequently receives the overflowed call that agent s display will indicate that the call overflowed from a specific personal queue for example PRS OVF SAM If the agent logs off or enters Break mode the call will be handled by the Forward Full CCV step indicated in the ACD database SERVICE CONDITIONS 1 The personal queue announcement is connected to each call as soon as the call is queued The announcement is only played once Therefore it is suggested that the announcement
258. een System Messages Lamp Indications 436 s System Messages sr e obe hed ddd E RUE eRe REE ORA eR eee 437 3 4 System Messages and Their 05 437 32 Message Detall ieee es 438 3 2 1 Message Detail Data of System Message 4 438 3 2 2 Message Detail Data of System Message 5 440 3 2 8 Message Detail Data of System Message 6 441 3 2 4 Message Detail Data of System Message 26 V 447 2 eal 52 b de d OE WAR chee 448 4 1 Fault Information Fault Diagnostics 448 4 2 Diagnostics from System 449 NDA 24282 TABLE OF CONTENTS Page v Revision 1 0 TABLE OF CONTENTS CONTINUED Page TOF IP Bill as aw edie DERE Udo OS 450 dae pad alll de See ch eR ER BEC 451 5 Fault Recovery Procedure usus esses omg ee Ole IHR HRK S RO ee ee 451 5 1 Before Starting Fault Recovery iiu nece ku bee dac iba qax ba Ra E EE Reed ad Reed 451 5 2 ACD SYSTEM FAULT RECOVERY PROCEDURES 2222 5 see eR
259. eference Table 5 5 The table s horizontal axis describes the agent s logon ID split mode and allowed splits and the vertical axis describes the position s allowed splits The intersection presents the split mode in which the agent will operate and the split or splits the agent will service indicated with lower case letters in parentheses The single split mode scenarios will be examined first An agent in single split mode whose logon ID lists one to four sixteen allowable splits can log on to a position with a single specified split which matches one of the agent s logon ID splits or a position with any split allowed As an example an agent s logon ID specifies the splits 2 5 8 and 12 The agent can log on at a position that specifies one of those splits 2 5 8 or 12 Alternatively the agent can log on to a position that allows any split During the logon procedure the splits in the logon ID list are displayed sequentially The agent indicates the single split of choice by entering 1 entering indicates that this is not the split of choice The agent s split defaults such as the after call mode and the answer mode will be the defaults associated with the single split that is chosen An agent in single split mode whose logon ID permits any split can only logon at a position that permits a single specified split The agent will take calls from the single split and the agent s split defaults will be the defaults associ
260. ement service is out of service for an individual call Priority order of queue for an individual call 1 255 Pilot number for an individual call maximum 5 digits Maximum Queue Depth for an incoming call routed to the agent 0 999 CCV No to be routed when the individual call encounters busy status 1 900 CCV step number to be forwarded when the individual call encounters busy status 1 20 Overflow Timeout 0 9999 sec 0 means overflow service is out of service for an individ ual call CCV number to be routed when the time limit OVFT is over 1 900 CCV step number to be routed when the time limit OVFT is over 1 20 Call waiting chime is not available Call waiting chime is rung only once at the first time Call waiting chime is rung every time Note Refer to Chapter 7 for Monitored Number Assignments CHAPTER 5 Page 210 Revision 1 0 NDA 24282 E AUTO WORK MODE FOR PBX CALLS ACD A 86A AUTO WORK MODE FOR PBX CALLS ACD GENERAL DESCRIPTION All the agents within a split can automatically be placed in Work mode when handling a call on a PBX line Incoming and outgoing PBX calls are treated separately When this feature is applied to incoming PBX calls an agent will be automatically placed in Work mode upon receiving an incoming PBX call When this feature is applied to outgoing PBX calls an agent will be automatically placed in Work mode upon receiving dial tone on their PBX line If Work m
261. en the Call Recover timer expires the call is removed from the agent s position The agent s position is placed in a Penalty Work mode and the display will show CALL RECOVERED until a key is pressed 3 caller will be immediately directed to another available agent if one exists 4 If there are no available agents the call will be replaced in all of the queues it was originally queued to at the highest possible priority The call will also continue to process the CCV beginning with the step where it left off 5 call will be assigned to the next available agent SERVICE CONDITIONS 1 The time used for the Time In Queue display when the call is assigned for the second time will be the cumulative time starting when the call first arrived at the ACD 2 Ifa recovered call had been directed via the agent s personal queue the call will be redirected according to the Forward Full CCV programmed for the agent s logon ID PROGRAMMING ACDSPL Assign the time for Call Recover activating Call Recover time 1 255 CHAPTER 5 NDA 24282 E Page 238 Revision 1 0 CONNECTION DISPLAYS ACD C 199A CONNECTION DISPLAYS ACD GENERAL DESCRIPTION This feature allows each agent to specify the exact sequence of displays to be delivered to the LCD display at the time of an incoming ACD call connection There are several displays available providing a variety of information pertaining to the call being connected Different
262. equired Mounting Module PIMC Accommodated in 1 Accommodated in 2 71 F Accommodated in 3 71 LTO 2 4 6 8 10 Connector LT1 3 5 7 9 11 Connector LT1 3 5 7 9 11 Connector 26 1 26 E 1 FM 26 1 27 2 27 2 27 2 28 3 28 3 28 3 29 4 29 4 29 4 30 5 30 5 30 5 31 6 31 6 31 6 32 7 32 7 32 7 33 8 33 8 33 8 34 E 9 FM 34 9 34 9 35 10 35 10 35 10 36 11 36 11 36 11 37 12 37 12 37 12 38 13 38 13 38 13 39 14 39 14 39 14 40 15 40 15 40 15 41 16 41 16 41 16 42 17 42 17 42 E 17 FM 43 18 43 18 43 18 44 19 44 19 44 19 45 20 45 20 45 20 46 21 46 21 46 21 47 22 47 22 47 22 48 23 48 23 48 23 49 24 49 24 49 24 50 25 50 25 50 25 LT Connector Name LTO LT2 LT3 LT4 LT5 LT6 LT7 LT8 LT9 LT10 LT11 Slot oo 01 02 03 04105 06 07 08 109 10 11 12 13 14 115 116117 18 19 20 21 22 23 15 19 2 15 19 2 01 03 05 07 09 11 5 123 01 03 05 07 09 11 5 19 25 Group 14 18 22 14 18 22 00 02 04 06 08 10 13 17121 00 02 04 06 08 10 13 17121 12 16
263. ered while the call is in progress or during the after call work mode If the after call work mode is timed and the timer expires before the Tally Code has been entered a Permanent Work Mode will result The key lamp status is changed from flash to steady light Once in Permanent Work Mode an agent will be required to press the Work Key in order to receive the next incoming call and of course this will only be effective after the required Tally Code has been entered SERVICE CONDITIONS 1 Agents who are determined to get around the requirement of entering a Tally Code after each and every call may find that they are not even allowed to logoff the ACD system until they have entered a tally code for the most recently completed call This is not a bug The TALLY NEEDED display will serve as a strong reminder to the agent that they have not yet completed the requirements for the previous call 2 Anagentis not permitted to go to Break Mode until a requiredTally Code has been entered for the previous call The usual display will remind the agent that the tally code is still needed 3 codes to Force Logoff a position will work even though a final Tally Code has not been entered 4 Even though Tally Codes are required it is still possible for counts of Tally Codes and calls handled to differ There are a few reasons for this not the least of which is that multiple Tally Codes for a single call are always permitted 5 When the co
264. ernal Interface Accommodation of the LT connector leads of this circuit card and connecting route diagram are shown below a LT Connector Lead Accommodation when this circuit card is mounted in PIMJ e When the mode is 16ELC Mode Single Port Mode LT Connector Accommodation Accommodated in 1 71 m Accommodated in 2 71 LTO 2 4 6 8 10 Connector LT1 3 5 7 9 11 Connector o Jon a Joo 4 Jon Joo LT Connector Name LTO LT1 LT2 LT3 LT4 LT5 LT6 LT7 LT8 LT9 LT10 LT11 SlotNo gt 00 01102 104 105 06 07 los log 1011 12 113 114 115 16 17 18 19 20 21 22 23 Group No PIMJ Highway Block e ee Figure 4 10 Connector Leads Accommodation of PIMU A 1 of 3 CHAPTER 4 NDA 24282 E Page 128 Revision 1 0 PA 16ELCJ 16ELC LT Connector Accommodation Accommodated in 3 OY LTO 2 4 6 8 10 Connector LT1 3 5 7 9 11 Connector 4 O
265. ervisor is connected to the agent If supervisor is not available to take the call the call waiting indication is provided to the supervisory position and BUSY is displayed at the agent position The assistance call will connect on the supervisor s PBX line and will display either ASSIST NAME or ASSIST 4302 depending on whether the agent s name is programmed with their logon ID Refer to Flexible ID Codes ACD F 25A for more information After consulting with the supervisor one of three things may happen a The agent may release from the call thereby completing the transfer of the ACD call to the supervisor b The supervisor may release from the call This will reconnect the agent and the ACD call c agent may press the CONF key and invoke a three way conference between the supervisor the agent and the ACD calling party When either the agent or the supervisor disconnects from the assistance call the ASSIST lamp is extinguished and the displays return to their original status To cancel an assistance request 1 After initiating an assistance request and before being answered by a supervisor the agent may cancel the request by pressing the TRANSFER key or performing the switch hook flash At that time the agent reconnects with the ACD call 2 lamp associated with ASSIST key will be extinguished the agent will be reconnected with the ACD calling party and the display will return to the original display CH
266. ervisor position is receiving the call The ACD call is placed on hold and an automatic transfer to the designated supervisor is initiated The agent hears ringback tone and the supervisor s position is rung The assistance call will connect on the supervisor s ACD line and the supervisor s position will display either ASSIST MOLLY or ASSIST 4302 depending on whether the agent s name is programmed with his or her logon ID Please refer to Flexible ID Codes ACD F 25A for more information After consulting with the supervisor one of three things may occur a The agent may release from the call thereby completing the transfer of the ACD call to the supervisor b The supervisor may release from the call This will reconnect the agent and the ACD call c The agent may press the CONF key and invoke a three way conference between the supervisor the agent and the ACD calling party When either the agent or the supervisor disconnects from the assistance call the ASSIST lamps are extinguished and the displays return to their original status To cancel a personal assistance request 1 After initiating an assistance request and before being answered by the supervisor the agent may cancel the request by pressing the TRANSFER key The ASSIST lamp will be extinguished the agent will be reconnected with the ACD call and the display will return to its original status NDA 24282 E CHAPTER 5 Page 283 Revision 1 0 PERSONAL EMERG
267. essages shown in Table 9 2 is displayed when faults occur with the ACD within the IMX system This table shows the system messages and their meaning Table 9 2 System Messages for MIS SYSTEM MESSAGE MEANING FAULT CONTENTS A fault has occurred to the UAP or to the line connected with the 4 R TCP IP Link Failure external computer Abnormal occurrence and the communication between ACDP and 5 Q ACD MIS LOCK UP MIS has locked up To be displayed when ASYD command SYS 1 INDEX 42 b2 1 6 H Bad Call Notification This message is issued to indicate the result of Bad Call Notification LAN Interface Error A fault related to the TCP IP connection between the PBX and MIS 26 V Report HOST occurred NDA 24282 E CHAPTER 9 Page 437 Revision 1 0 SYSTEM MAINTENANCE 3 2 MESSAGE DETAIL DATA This section describes the detailed information on the faults indicated by system messages message detail data 3 21 MESSAGE DETAIL DATA OF SYSTEM MESSAGE 4 R System Message 4 R TCP IP Link Failure 1 Print out Format SYSTEM MESSAGE 4 R TCP IP Link Failure NEC ESD DEC22 21 32 l Xx XX XX XX XX XX XX 2 XX XX XX XX XX XX XX XX 00 0 6 000 00 2 Print out information typical When the PBX software Series 7300 and the ACD software R1 or earlier software are installed Fault port number 0 5 Communication Protocol 03 ETHER TCP IP Error Code ERR Refe
268. essing Status Log LP Select Action Information Direction Data Type INIT SESSION This screen is used for Internal ACD only For External ACD use the Database Backup Restore screen Parameters Select the following parameters and choose the Start option Memory to Hard Disk ACD Data Memory NDA 24282 CHAPTER 7 Page 423 Revision 1 0 This page is for your notes CHAPTER 7 NDA 24282 Page 424 Revision 1 0 CHAPTER8 SYSTEM OPERATIONS 1 GENERAL This chapter explains the operating methods of the NEAX2400 CallCenterWorX Enterprise ACD System e Operation of Log On Log Off Answer Mode Work Mode Break Mode Tally Count Trunk Trouble Report Call Transfer Night Service agent position supervisory position Assistance Emergency Recorder Monitoring Supervisory Override ACD system restart processing For operation management refer to the NEAX2400 IMX System Operations and Maintenance Manual NDA 24282 CHAPTER 8 Page 425 Revision 1 0 SYSTEM OPERATIONS 2 OPERATION OF D ERM AGENT POSITION SUPERVISORY POSITION 2 4 LOG ON LOG OFF Use the following procedures to start or end work by logging on or off a WhenID Code is Required START Log On Start of work When VACANT is displayed press the LOG ON OFF key The lamp illuminates and LOG ON ID is displayed Enter the ID code of the agent and press the key The dialed digits are displayed HEL
269. est call is not connected In another word this service is available for one agent only per split when the destination is only one For preventing the above mentioned case the destination of Personal Emergency Request call both the ACD line of a supervisory position and the pilot number of a split of supervisors are allowed can be programmed for each ID code in ACDLOG NDA 24282 E CHAPTER 5 Page 247 Revision 1 0 FUNCTION GROUPS SPLITS ACD F 10A FUNCTION GROUPS SPLITS ACD GENERAL DESCRIPTION Please refer to Splits ACD S 91A for a full description of how splits are used with this product CHAPTER 5 NDA 24282 E Page 248 Revision 1 0 FLEXIBLE ID CODES ACD F 25A FLEXIBLE ID CODES ACD GENERAL DESCRIPTION ID codes are used by agents and supervisors to access the ACD system A considerable amount of information is programmed for each agent s ID code and this information is used by the ACD system to determine which calls the agent will be handling after logging in and which features the agent will have access to Some of the parameters programmed in ACDLOG for each logon ID are described in the table below For more details see ACDLOG in Chapter 7 Logon ID Characteristics Logon ID LANG Default Language NAME Agent Name SPLIT Available Split or Splits to logon PRIORITY Multi split Allowed Personal Pilot Number Personal Queue Depth Personal Queue Forward CCV Personal Queue Timeo
270. eue depth by pressing the LOGON key Refer to Calling Party Identification ACD C 70A for additional information The directory number used for emergency requests may not contain a or a Supervisors are always rung in Manual Answer for the EMERGENCY RECORDER feature regardless of their answer mode This is to guard against unattended supervisor positions being left in Ready mode Supervisors may be members of a split when it is necessary for them to handle regular split calls In this case emergency requests should be routed to one supervisor s non ACD line However the supervisor will not be able to barge Barge attempts are only allowed from the ACD line Emergency requests are only allowed while talking on an ACD line Requests while on a non ACD line will be ignored Emergency requests are not allowed during an assist call If the emergency request is sent to an individual line and that line is busy the agent s display will show EMERG BUSY and the emergency lamp will be turned off The agent may try to send the emergency request as many times as necessary during the call The supervisor s monitor will not be updated for transfers or subsequent calls as in the Monitoring ACD Supervisor ACD M 28A feature At the completion of the emergency call the supervisor will be released If an agent presses the EMER key while already being monitored by a supervisor for a non emergency situation the supervisor will be re
271. euing instructions in the CCV are referred to as secondary splits 7 When call attempts to queue to a split using the Conditional Queue to Split instruction in a CCV and the split has call forwarding activated the Conditional Queue to Split instruction is ignored 8 When alternate routing is required by a split night service may be used to provide a more static choice of pilot numbers used for the new routing see Night Service ACD N 12A for additional information PROGRAMMING Step 1 ACDCCYV Assign the pilot number of Night destination to the CCV CHAPTER 5 NDA 24282 E Page 236 Revision 1 0 CALL FORWARDING SPLIT ACD Step 2 ACDPLT Designated the CCV for alternate route Step 3 Release the route restriction between the ACD line and the tie line NDA 24282 E CHAPTER 5 Page 237 Revision 1 0 CALL RECOVER ACD C 191A CALL RECOVER ACD GENERAL DESCRIPTION The call recover feature allows an ACD call to ring at an ACD position for a preprogrammed length of time and if unanswered the call will be directed to another available agent or replaced in all of the queues it was originally in at the highest possible priority If the call is requeued it will be the highest possible priority and will be answered by the next available agent OPERATING PROCEDURE 1 An incoming ACD call rings at an agent s position The agent is either unavailable to answer the call or chooses to not answer the call 2 Wh
272. ext instruction processed immediately Ring Delay Wait 2 seconds then proceed with Ring Delay Skip Percent 0 seconds first or second instruction processed immediately based on percentage Transfer To If transfer succeeds CCV processing is complete otherwise wait 2 seconds and process next instruction Up Priority 0 seconds next instruction processed immediately CHAPTER 5 Page 227 Revision 1 0 NDA 24282 E CALL CONTROL VECTOR ACD A list of the available CCV instructions and their associated variables follows 1 QUEUE TO SPLIT n This instruction directs a call to the specified split The calling party will be connected to an agent within the split if an agent is available If an agent is not available to accept the call the call will be placed in a queue of calls waiting to be serviced by an agent at a priority level determined by the Pilot Number dialed If the target split s queue is full the call will be handled by the next step in the CCV The next step could provide alternate routing refer to item 4 A call can only be queued to four splits simultaneously If a call encounters a Queue to Split instruction and the call is already successfully queued to four splits the call will be connected to an agent in the target split if an agent is available If an agent is not available the call will not be placed in the queue for that split The call will be handled by the next step
273. ey The lamp lights and ON BREAK is displayed Break L Press the BREAK key The lamp goes off and BREAK OVER XX XX time spent on break in minutes and second is displayed Note 1 Break mode ends and the position returns to the Work mode WORK MODE is displayed END Note 1 The period of time in break mode is displayed for 99 minutes and 59 seconds When 99 min and 59 sec passes the part of indicating Minute is displayed as 2 5 TALLY COUNT Use the following procedure to collect data on the communication contents according to the types START Press the TALLY key The lamp lights and TALLY NUMBER is displayed Dial the code number 1 to 9 of the subject and press the key TALLY ENTERED is displayed The lamp goes off and the data is stored in the MIS END 2 6 TRUNK TROUBLE REPORT Use the following procedure to report trunk troubles such as noise or low level in the NEAX2400 IMX START During communication with an ACD call press the TRK TRBL key TROUBLE REPORTED is displayed The Trunk Trouble Report is automatically reported to the MIS and MAT END NDA 24282 CHAPTER 8 Page 431 Revision 1 0 SYSTEM OPERATIONS 2 7 CALL TRANSFER Use the following procedure to transfer an ACD call to another split START Press the XFER key Special Dial Tone SPDT is heard Series or XFR OPE D Series E is displayed Dial the ACD monitorin
274. f pilots in a ACD system see Section 2 3 1 System Capacity in Chapter 2 Note 1 Pilot Number is the same number programmed in AMNO or AMNON Note 2 Personal Pilot Numbers are not programmed in ADCPLT CHAPTER 7 NDA 24282 Page 400 Revision 1 0 ACDPLT ASSIGNMENT OF ACD MONITOR NUMBER 3 Parameters TENANT NUMBER Tenant Number 1 to 10 PILOT NUMBER The number used for the pilot in ACD call routing NAME Pilot Name up to 20 characters ROUTE TO Week Schedule 1 10 ROUTE TO CCV index number 1 900 CCV step number 1 20 ALTERNATE NIGHT CCV Night CCV Index and Step Number PRIORITY TRUNK Priority at which ACD trunk calls are queued 1 to 250 INTERNAL Priority with which internal calls are queued 1 to 250 TRANSFERRED Priority at which transferred calls are queued 1 to 250 4 Assignment and Deletion Procedure These flow diagrams show the procedure used to assign and delete ACD pilot data DESCRIPTION 1 AMNO 1 Assign the monitored number 2 ACDPLT D Assign the pilot number END DESCRIPTION ACDPLT 1 Delete the pilot number e AMNO 2 Delete the pilot number from the monitored number table END Figure 7 6 Assigning and Removing ACD Pilot Data NDA 24282 CHAPTER 7 Page 401 Revision 1 0 ACDTG ASSIGNMENT OF ACD TRUNK GROUP DATA ACDTG Assignment of ACD Trunk Group Data 1 Function This command is used to assign list print and remove ACD trunk group data Th
275. for related information PROGRAMMING AKYD Assign RELEASE function to a feature key CHAPTER 5 NDA 24282 E Page 288 Revision 1 0 RING DELAY ACD R 145A RING DELAY ACD GENERAL DESCRIPTION This feature is programmed in Call Control Vector ACDCCV using the Ring Delay step followed by a parameter of from one to 15 seconds Once a call has traversed a Ring Delay step then the ring delay feature will be applied to that call when it ultimately connects to an agent The effect of the Ring Delay feature on a call is that once an agent has been selected to receive this call there will be a delay in connection of up to 15 seconds This delay is intentionally inserted to provide a window during which a host computer could paint information on the agent s screen which is pertinent to the call The Host Computer is allowed to shorten the Ring Delay cycle by sending an appropriate Infolink command to the ACD This message IHx will cause the call to immediately ring through to the agent s position SERVICE CONDITIONS 1 2 The accuracy of the timing on the Ring Delay feature is 2 seconds For a Ring Delay step in a CCV to be effective it must appear before the Queue To Queue Assign or Conditional Queue Assign step otherwise the Ring Delay step may not be reached if calls ring in and go directly to a waiting agent When the agent position is turned into the Work Mode or Break Mode while on Ring Delay step the positio
276. formation says For details about system message 6 H see Section 3 2 3 in Chapter 9 OPERATING PROCEDURE Step 1 noise or an error occurs in the communication or the agent wants to see the information of the connection in progress Step 2 agent presses the TRKTRBL key during handling the call Step 3 ACD information report is printed on the PBX system s MAT printer PROGRAMMING Step 1 ADYD Assign TRKTRBL to function key NDA 24282 E CHAPTER 5 Page 219 Revision 1 0 CALL DISTRIBUTION TO AGENTS ACD C 35A CALL DISTRIBUTION TO AGENTS ACD GENERAL DESCRIPTION ACD calls are automatically distributed among the agents in a split such that when an agent becomes available the longest waiting call with the highest priority in the queue is assigned to that agent Refer to Priority Queuing ACD P 21A and Queuing ACD Q 1A for additional information During periods when more than one agent is available and there are no calls in the queue the first incoming ACD call is assigned based on a two level algorithm to an agent The first level of the algorithm seeks the agent who has the highest preference level specified for the split An agent who is servicing a single split is considered to have the highest possible preference level 1 specified for the split An agent who is servicing multiple splits can have a preference level ranging from 1 highest to 250 lowest specified for t
277. g Ringing Not used Not used Ringing Ringing Ringing Ringing Ringing Ringing Ringing Ringing 0 1 2 3 4 5 6 7 Note 3 Automatic Manual answer key toggles between Automatic Answer Mode and Manual Answer Mode Note 4 The ACD Line Number must be programmed here Virtual Line CHAPTER 7 NDA 24282 Page 350 Revision 1 0 Standard pier Series E Flexible Key Assignments AKYD ASSIGNMENT OF KEY DATA FOR D ERM FUNCTION CONFERENCE REDIAL ANSWER FEATURE TRANSFER RECALL HOLD tA BY WwW NI SPEAKER FEATURE 4 RECALL 6 CONF REDIAL 2 HOLD TRANSFER ANSWER 5 3 SPEAKER 8 ACD FUNCTION CONFERENCE TALLY BREAK LOGON TRANSFER RELEASE HOLD 1 2 3 4 5 6 7 8 WORK HOLD TRF BRK NDA 24282 CHAPTER 7 Page 351 Revision 1 0 AKYD ASSIGNMENT OF KEY DATA FOR D ERM ptem Key Data Programming Sheet 1 2 MY LINE TENANT NUMBER TN STATION NUMBER STN PRIME LINE LINE PRIORITY oc LINE LINE PREFER OF FROM DATA LINE PREFERENCE PREFERENCE ENCE TYPE OF ANSWERING TENANT STATION prime pispLay PREFERENCE FOR SPEAKER FOR ANSWER FOR OUTGO DTERM CALL NUMBER NUMBER
278. g number of the transfer destination split The call is immediately connected to one of the idle stations in the transfer destination split If all stations in the transfer destination split are busy the transfer originator hears the Ring Back Tone RBT and should wait for an answering agent or release the call to complete the transfer END 2 8 NIGHT SERVICE When the shift is over the supervisory position can perform the following procedure to switch the entire split into the Night mode a From Day mode to Night mode START The supervisor presses the NIGHT key The lamp blinks and ENTER NIGHT FWD is displayed Dial 1 followed by the key The lamp lights and the split is switched to Night mode New incoming calls are no longer queued and calls which have already been queuing are connected as soon as an agent position becomes idle END b From Night mode to Day mode START L supervisor presses the NIGHT key The lamp blinks and EXIT NIGHT is displayed Dial 1 followed by the key The lamp goes out and the split is switched to Day mode END CHAPTER 8 NDA 24282 Page 432 Revision 1 0 SYSTEM OPERATIONS 2 9 ASSISTANCE The agent position can request assistance from a supervisor during an ACD call START END The agent position presses the ASSIST key ASSIST Supervisory position name for the position with ID code or the ACD line number for the position wi
279. gents working in Multi Split mode the 002 longest waiting callers of all of the agent s splits are displayed one at a time Sample Displays SERVICE 1 50 minutes and seconds CHAPTER 5 NDA 24282 E Page 300 Revision 1 0 TALLY OH CODES ACD Agent Tally Oh Codes Continued Code Description Display number of working agents in split A working agent is one that is logged on and not in break mode Either on an ACD call in work mode or ready mode If used from a vacant position the 003 position s split is used If used while logged on the agent s split is used For agents working Multi Split mode the number of working agents for all of the agent s splits are displayed one at a time Sample Displays DOMESTIC 151 113 digits Display number of agents on break in split If used from a vacant position the position s split is used If used while logged on the agent s split is used For agents working in multi split mode the number of 004 agents on break for all of the agent s splits are displayed one at a time Sample Displays INTERNAT L 8 1 to 3 digits Display time passed since entering current mode Valid for all modes Vacant Work Break Ready on an ACD call d Sample Displays BREAK 0 41 06 hours minutes and seconds Monitor Me request An agent asks a supervisor to monitor the conversation Only valid while on an ACD call 006 Sample D
280. goff and will not receive the warning message In fact two agents may logoff and neither will receive the message However when there are only three agents remaining and three calls in queue if one of those agents attempts to logoff the warning will be provided SERVICE CONDITIONS 1 For multi split agents the logoff warning is calculated for each split that the agent is a member If any split falls into the logoff with warning threshold then the warning will be provided and the agent s logoff will be restricted No indication is given as to which split or splits has remaining calls to be answered 2 When agent wishes to logoff when Logoff Warning is enabled it will be required that the agent press the LOGON LOGOFF KEY two times in succession no intervening keypresses and that there must be at least a 2 second pause between the two keypresses This should ensure that the agent was given an opportunity to see the LOGOFF WARNING display and has chosen to ignore it and logoff anyway PROGRAMMING ACDSPL LOGOFF WARNING CRITERIA Assign the threshold value necessary number of agents logged onto the split for LOGOFF WARNING 0 LOGOFF WARNING is out of service 1 9 Maximum number of agents to be logged on ALL Number of agents equal to or less than the number of calls in queue CHAPTER 5 NDA 24282 E Page 260 Revision 1 0 MONITORING ACD SUPERVISOR ACD M 28A MONITORING ACD SUPERVISOR ACD GENERAL DESCRIPTION
281. hat their next mode will be NDA 24282 E CHAPTER 5 Page 217 Revision 1 0 BREAK MODE ACD SERVICE CONDITIONS 1 5 6 Logging off is permitted while in Break Mode by pressing the LOGON key The after call mode may be toggled while on break and set to either Automatic Work or Automatic Available When Break Mode is set at a position incoming ACD calls are not allowed to terminate to the position Non ACD calls can be originated from or terminated to a position while the position is in Break Mode This feature s status can be monitored at a Navigator MIS terminal via the agent current status display and the agent audit report Every agent position and supervisor position may have a BREAK key The operation of the BREAK key allows the MIS to track work time and non work time PROGRAMMING Step 1 ADYD Assign BREAK key to function key CHAPTER 5 NDA 24282 E Page 218 Revision 1 0 BAD CALL NOTIFICATIONS ACD B 21A BAD CALL NOTIFICATIONS ACD GENERAL DESCRIPTION Bad Call Notifications are printed on the PBX system s MAT printer when they occur Even though the name indicates that some serious error has occurred there are several Bad Call Notifications which are for informational purposes only and do not really indicate an error situation The term Bad Call Notification cannot be changed but ACD users should consider the 6 H reports as ACD Information Report regardless of what the header in
282. he DAT Note 3 Note 1 7his bit is always set to 1 Note 2 This bit is set to 1 for dual ACDP s If single ACDP this bit is set to 0 This bit is always set to 0 for internal ACDP Note 3 The announcement service for fusion network 1 DAT control is not available NDA 24282 CHAPTER 7 Page 337 Revision 1 0 ASYDL ASSIGNMENT OF SYSTEM DATA INTO LOCAL DM LDM ASYDL Assignment of System Data into Local DM LDM 1 Function This command is used to assign and change system data for the ACD activated via FCCS 2 Precautions ASYDL command is comprised with System Data 1 INDEX 512 1535 3 Parameters Refer to the programming sheet in the following pages CHAPTER 7 NDA 24282 Page 338 Revision 1 0 ASYDL ASSIGNMENT OF SYSTEM DATA INTO LOCAL DM LDM System Data LDM 1 Programming Sheet BIT system SYSTEM pata CORRESPONDING DATA DATA INDEX SYSTEM DATA CONTENTS TYPE INDEX 00 SYS 512 1535 LDM Local Data Memory usage Assign data 1 the 513 memory block is used for the corresponding memory block Normally Assign 01 IP Address Hex for PBX over External LAN S15 Note This data is valid when the PBX is connected to the external PC LAN 516 When default IP address 172 16 253 0 for the PBX is used this data
283. he PBX transferring party hears only ringback while transferring until an agent answers The transferring station user may either disconnect completing the transfer or may press the TRANSFER key again aborting the transfer Attempts to conference at this point will be ignored If the transferring station disconnects and completes the transfer the calling party will then begin processing the remainder of the CCV including announcements From an ACD agent s or supervisor s position 1 The agent or supervisor presses their TRANSFER key while on an ACD call or a PBX call and transfers to the ACD by dialing a pilot number 2 associated with the pilot number is processed and the transferred call may be queued to a split 3 The agent processes the CCV until another agent answers the agent finishes the transfer or the transferred party disconnects All announcement connection instructions in the CCV are skipped over Ringback Tone RBT is provided to the transferring agent until another agent answers 4 The transferring agent may either disconnect completing the transfer or may press the TRANSFER key again aborting the transfer Attempts to conference at this point will be ignored 5 Ifthe transferring agent disconnects and completes the transfer the calling party will begin processing the remainder of the CCV including announcements CHAPTER 5 NDA 24282 E Page 222 Revision 1 0 CALL TRANSFER TO SPLIT QUEUE ACD F
284. he office data design for the ACD in the IMX system 2 BASIC OFFICE DATA ASSIGNMENT This section explains how to assign the basic office data Items covered in this section include the following 2 1 Back Up UCD 2 0 ACD Ina Fusion Network Data Assignment NDA 24282 E CHAPTER 5 Page 175 Revision 1 0 OFFICE DATA DESIGN 2 1 BACK UP UCD When a system provides the back up UCD group ACD calls will be routed to the back up UCD group if ACD system is corrupted Design of UCD station e Pattern 1 400 300 500 Control ACD PBX cna STA Supervisory position 401 ACD 301 PBX 501 i STA Agent position 1 402 ACD 302 PBX 502 UCD STA Agent position 2 e Pattern 2 400 300 500 401 301 402 302 ACD PBX UCD ACD PBX ACD PBX Control UCD STA UCD STA STA Supervisory position Agent position 1 Agent position 2 e Pattern 3 ASHU AMNON 400 300 401 301 501 402 302 ACD PBX ACD PBX UCD ACD UCD STA contra UCD STA STA Supervisory position Agent position 1 Agent position 2 CHAPTER 5 NDA 24282 E Page 176 Revision 1 0 OFFICE DATA DESIGN lt Back up UCD for Fusion service gt Design of UCD station Assign the ACD posit
285. he split Since an agent is allowed to handle calls terminated at a maximum of four split only four privilege order is applied to each split The preference levels for an agent who is servicing multiple splits are set in the ACD database Refer to the description of the Multi Split Agent ACD M 90A for more details The second level of the algorithm seeks the agent who has been waiting to service an incoming ACD call in Ready mode for the longest period of time The following example illustrates the operation of the two level algorithm Agent Preference Example Agent Name m Waiting Time Allan 3 55 seconds Barbara 1 30 seconds Charles 1 25 seconds Denise 2 40 seconds The first incoming ACD call will be sentto Barbara The first level of the algorithm removes Allan and Denise from consideration since their respective preference levels are lower than the preference level that Barbara and Charles have in common The second level of the algorithm removes Charles from consideration since Charles has been waiting to service an incoming ACD call in Ready mode for a shorter period of time than Barbara Only incoming ACD calls directed to pilot numbers or personal pilot numbers and other calls generated within the ACD processor such as Assist and Emergency calls may be connected to agents ACD lines For proper operation of the ACD direct calls to an agent s ACD line from stations DIDs Tie trunks CCIS trunks
286. hortest time is 30 seconds The reason for the delay is because of the time to complete transferring the ACD data written in the Variable Network Data Module VNDM to all nodes The pilot number including the personal monitored number and the dialed number for ANALOG ACD POSITION A 91 has to be registered in the Network Data Memory programmed in AMNON After the ACD pilot number is added or deleted it takes around five minutes until the new pilot number becomes effective in all nodes It depends on the quantity of the ACD data The shortest time is 30 seconds When adding or deleting ACD pilot number the VNDM data is automatically transferred to all nodes Thus the addition or deletion of the pilot number has to be done in low traffic The node providing the ACDP must be initialized when all the other nodes are in on line mode When you initialize the node that does not accommodate the ACDP you must also initialize the node providing the ACDP When you add a node nodes to the network you have to initialize the node that accommodates the ACDP Until you complete the initialization of the node providing the ACDP you cannot use the ACD agent position or the ACD trunk in the additional node The MIS must be installed in the node providing the ACDP NDA 24282 E CHAPTER 5 Page 215 Revision 1 0 AGENT ANYWHERE ACD PROGRAMMING ASYDL SYS1 INDEX864 Internal ACDP is provided ACD node only SYS1 INDEX512 FPC number of
287. ia this ID that the ACD becomes aware of what kind of calls should be assigned to this position Queue depth The number of calls waiting to be answered in a split s queue can be limited as an absolute value or as a percentage based on the number of agents logged in and working Of course the limits can be set to such a level as to be virtually unlimited Monitor Me Destination A destination to receive calls when an agent dials the Monitor Me code can be specified for each split A supervisor is alerted to the agent s request for monitoring and should commence a silent monitor to that station Night Destination A destination pilot number can be specified to receive incoming ACD calls when a split goes to Night Mode CHAPTER 5 NDA 24282 E Page 292 Revision 1 0 SPLITS ACD Stranded Calls CCV If there are calls remaining in queue even after the last agent has logged off they will be forwarded automatically to the Stranded Calls CCV if on has been specified Tally Code Required Available since the PBX software Series 7400 and the ACD software When per call tally is enabled an agent is required to enter a tally code for each ACD call received before a new call will be assigned The tally code may be entered either during the call or during the wrap up mode Work Mode Restriction The ability for agents to selectively enter the work mode can be restricted In such an environment agents will normally be forced to take o
288. ibes the system outline and procedures for installation installation tests operations mainte nance 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 CHAPTER Table 1 1 Configuration of this Manual GENERAL INFORMATION CONTENTS This chapter explains the concept function and configuration of the NEAX2400 CallCenterWorX Enterprise ACD System INSTALLATION This chapter explains the procedures of installation and or installation tests of the NEAX2400 CallCenterWorX Enterprise ACD System 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 PROCEDURES This chapter explains the test procedure of each ACD service feature PBX AND ACD COMMAND PROGRAMMING This chapter explains the commands used in the NEAX2400 CallCenterWorX Enterprise ACD System Sample programming sheets that may be copied and used to help configure a system are included SYSTEM OPERATIONS This chapter explains the operating methods of Agent Supervisory Position And explains the restart processing of the NEAX2400 CallCenterWorX Enterprise ACD System SYSTEM MAINTENANCE This chapter ex
289. ice Syntellect The first three categories are obvious examples of computer equipment but what about the fourth The Infolink message set was specifically designed to support features which are best performed by IVR equipment in addition to several obvious applications which can be done from a host computer IVRs can provide customized announcements collect digits account numbers billing reference codes etc from customers and provide voice menuing Press 1 for Sales 2 for Service or 3 for Billing Inquiry Three message sets have been designed for Infolink External computers may use as little or as much of the data from any of the three sets as needed in order to implement their application Unnecessary messages may be turned off to reduce transmission bandwidth Just as there are many words which can be derived using the 26 letters of the alphabet there are also many applications which can be invented using the messages available in the Infolink message sets We can guess what some of the obvious applications might be but there is no way to predict how far developers can go given the information available from Infolink Some of the possible applications which Infolink clients could perform include Agent Screen Pop Up e Agent Screen Correlation and Screen Transfer Outbound Calling Campaigns Electronic Call Transfer Customized Announcements Host Directed Routing Host Directed Priority Changes Customer Call
290. igit reference number listed in the above table either O Off or 1 On the key For example to turn on the Bad Call Notification print out for Call Recovered pres TALLY 07529 1 To change all Bad Call Notifications use the reference number 00 For example pressing TALLY 075000 turns off all codes 5 Examples Agent 4031 reported trunk trouble while connected to route 134 trunk 10 with the held station 4302 2001 4A31 0000 000 2004 51144 0000 000 20 05 66 4A 0000 000 20 06 00 00 0000 000 A second attempt is being made to 20 07 56 77 0000 000 20 08 2A A2 00 00 000 20 09 78 00 000 20 10 3A A5 00 00 000 20 11 3A A5 00 00 000 20 12 3A A5 00 00 000 CHAPTER 9 Page 444 Revision 1 0 0 Route 5 trunk 14 abandoned after ringing 72 seconds at agent position 5432 20 03 54 32 00 00 00 72 Station 4003 has placed a direct call to the ACD line on station 5144 0 0 Successive attempts to connect route 3 trunk 15 have failed Caller was dropped 0 connect route 3 trunk 15 to agent 5677 0 A connection attempt to agent 2002 has failed Checking agent for valid status 0 Agent 78300 used Tally Oh code to forcibly logoff 0 Supervisor 3888 used Tally Oh code to force logoff of agent 3005 0 Supervisor 3888 used Tally Oh code to force agent 3005 into break mode 0 Supervisor 3888 used Tally Oh code to force agent 3005 into ready mode 0 2 01 34
291. ign the name for incoming call identification by following commands Step 1 Assign name corresponding to the pilot number NAME upto 20 characters Step2 ACDTG Assign name corresponding to the route number NAME upto 20 characters Step 3 ACDSPL Assign the name corresponding to the split NAME upto 20 characters Note 1 Since NAME programmed in ACDPLT and in ACDTG may be duplicated to display the trunk incoming call assign NAME in one of those two commands and skip NAME parameter in the other command Note 2 When MIS is used name corresponding to the pilot number and name correspondind to the split are programmed from MIS terminal NDA 24282 E CHAPTER 5 Page 241 Revision 1 0 DO NOT DISTURB SPLIT ACD D 133A DO NOT DISTURB SPLIT ACD GENERAL DESCRIPTION The Do Not Disturb feature disables queuing when there are no agents logged onto the split When the last agent logs off the split will be automatically placed in the Do Not Disturb mode Although similar to Night Mode in some respects this feature does not activate the NIGHT lamp Incoming calls cannot queue to this split as long as it is in the Do Not Disturb mode As soon as an agent logs in the Do Not Disturb mode is cancelled and queuing is enabled See also Stranded Call Routing ACD S 108A for how to process calls which were left behind in queue when the last agent logs off If the Do Not Disturb mode is active any Call C
292. igure 7 10 Assigning and Removing Week Schedule Information 415 Figure 9 1 Few or Meldensis Wak pean ES 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 2 2 2 54 4 rn Roh RR 451 LIST OF FIGURES NDA 24282 Page viii Revision 1 0 LIST OF TABLES Table Title Page Table 1 1 Configuration of this 1 Table 1 2 Related Reference Manuals 2 Table 2 1 CallCenterWorX Enterprise I ACD Capacities 9 Table 2 2 iubar oct i eee woh eee aaah dra d ER a ee 10 Table 3 1 Hardware and Software Upgrading Requirements 38 Tables GNE Cae ono SION ER ol Dor EO RHENO RC REG 41 Table 5 1 CCV for ACD Calls Transfer in case of Traffic 183 Tabe 5 2 ACD OSERVIGE LIST cnt fee dees RR Ree RR ORE 196 Table 5 3 Distribution Algorithm iii used eee Rer A Urs Ron E EPOR 271 Table 5 4 Call Distribution Algorithm I cane RR ERR REERILE RE RR A ERR Ries 271 Table 5 5 Valid
293. ilable calls are accepted depending on the number of available positions Calls in Queue calls are accepted depending on the num ber of unanswered calls in queue No Calls Agents Available Calls in Queue No Calls Accepted required Conditional threshold value Value used in conjunction with the method described above Agents Available the number of positions that must be available before calls will be accepted Calls in Queue the least amount of unanswered calls in the queue before calls will be accepted 1 250 Agents Available 1 699 Calls in Queue optional APPENDIX B Page 457 Revision 1 0 NDA 24282 FIELD VALUES FOR ACD SCREENS FIELD NAME Table B 1 Field Values for ACD Screens 4 8 DESCRIPTION VALUES DEFAULT SETTING REQUIRED OPTIONAL Default The language used on a logged off ACD position English language Japanese d English required Italian q French German Do Not Specifies how ACD calls will be handled when there are no Queue Disturb positions logged onto the split Do Not Queue required Queue Emergency The directory number that will be dialed when the agent mos directory presses the EMERGENCY button while on an ACD call its none optional number 8 Emergency Number of the recorder that will be connected to the call in 0 5 recorder progress when an agent requires and emergency recording to
294. ilable Note 2 Assign number of ports of Status Monitoring for terminal SMEN Note 2 Note 4 b4 0 b5 0 2 ports b4 1 b5 0 8 ports 865 FPC of the node providing IP Assign 0 when the ACD service is activated in the self node only FPC 1 253 01 Hex FD Hex Note 5 Note 6 866 FPC of the node providing ACDP Assign 0 when the ACD service is activated in the self node only FPC 1 253 01 Hex FD Hex Note 5 Note 6 Note 1 For ACD system to be activated through Fusion network this data is programmed in the node providing ACDP only Other data must be set to all nodes within Fusion network Note 2 Note 3 Note 4 Note 5 Note 6 grammed the same CHAPTER 7 Page 340 Revision 1 0 Available since the PBX software Series 7400 and the ACD software R3 This data is used in the network providing multiple ACDPs The identical data value must be assigned to all nodes This data is necessary at all nodes Assign the self FPC at the terminating node For ACD service provided within Fusion network the data value FPC in these indexes must be pro NDA 24282 ASYDN ASSIGNMENT OF SYSTEM DATA IN NDM ASYDN Assignment of System Data in NDM 1 Function This command is used to specify the system data for the Fusion Network 2 Precautions 1 The data assigned by this command determines the service condition which affects the other nodes in
295. ily lit and the supervisor will hear nothing As calls are handled by the agent the supervisor will alternate between the two states described previously If the agent transfers to a third party the supervisor will hear the conversation between the agent and the third party When the agent returns to the original caller the supervisor will again hear the agent and the original caller While monitoring a conversation the monitor function is terminated either by releasing or by pressing the MON BARGE key The ACD system will respond by displaying the prompt BARGE Note 1 To barge the supervisor enters 1 To exit from the monitor mode and return to the previous mode the supervisor enters or presses the MON BARGE key again While listening the quiet tone the monitor function is terminated by pressing the MON BARGE key once To use this feature the supervisor must be off hook and must not use the SPEAKER key of a D to monitor an agent If the SPEAKER key is used the SPEAKER lamp on the supervisor s is extinguished when the call is released by either the agent or the ACD calling party If the supervisor presses the SPEAKER key before another call is routed to that agent monitoring will continue If the agent receives another call before the supervisor s SPEAKER key is pressed the monitor function is terminated Note 1 After supervisor presses 1 A three party conference is established NDA 24282 E CHAPTER 5 Page 261 Revis
296. in the CCV When a Queue to Split instruction points to a split that is in Night Mode or is forwarded the call will follow the target split s night routing of forward routing only if the call is not already in a queue If the call is already in a queue or queues the Queue to Split instruction will be ignored The call will be handled by the next step in the CCV CONDITIONAL QUEUE TO SPLIT n This instruction directs a call to the specified split The split will not accept the call unless a predefined condition to be explained is satisfied If the condition is satisfied the calling party will be connected to an agent within the split if an agent is available If an agent is not available to accept the call the call will be placed in a queue of calls waiting to be serviced by an agent If the condition is not satisfied the call will be handled by the next step in the CCV The next step could provide alternate routing refer to item 4 The condition serves to control the traffic that the split will accept The condition is a property of the split and is defined in the ACD database There are three options for imposing a condition The conditions are mutually exclusive therefore only one of the following three conditions can be selected a Agents Available minimum The ACD system will ascertain the number of available agents in the split at the time the call is pre sented If the number of available agents is greater than or equal t
297. in use In these cases the ACD is unable to recognize that the trunk has been abandoned and will connect the idle trunk to an agent supervisory position OPERATING PROCEDURE Step 1 caller has dialed into the ACD and is waiting in queue since no agents were available While waiting the calling party hears either ringback tone a message or music on hold Step 2 The caller disconnects prior to being connected to an agent This could be either while hearing an announcement listening to music on hold or even while the agent s phone is ringing At this time the abandoned call is detected and the caller will be removed from all queues he was waiting in Step 3 Ifthe abandon occurred while ringing at an agent s position the agent will be assigned a new call from queue if there are additional callers waiting SERVICE CONDITIONS Step 1 ACD call is registered as an abandoned call under the following conditions a b The ACD incoming call is placed in queue and disconnects after hearing ringback tone The ACD incoming call disconnects while it is in queue at both the overflow source and the overflow destination The ACD incoming call disconnects during the first delay announcement The ACD incoming call disconnects while hearing music or silence between the first and second announcements The ACD incoming call disconnects during the second delay announcement The ACD incoming call disconnects after the second delay an
298. inal 7 ELC 16ch PA 16ELCDD T Terminal 8 S 5 w Terminal 15 Note CPU MEM Position within the system Note To be accommodated toTerminals 0 7 in SDLC Mode NDA 24282 CHAPTER 4 Page 99 Revision 1 0 PA 16ELCDD ELC 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 A 02 04 05 06 07 08 09 10 11 12413 b When this circuit card is mounted in PIMB Mounting Module PIMB 02 04 05 06 07 08 09 10111 12 13 14 Note 1 the mounting locations of this circuit card CHAPTER 4 NDA 24282 Page 100 Revision 1 0 PA 16ELCDD ELC 3 Face Layout of Lamps Switches and Connectors The face layout of lamps switches and connectors of this circuit card is shown below OPE N OPE MB PWRALM BL15 5 BLO ELC Connector 4 Lamp Indications The contents of lamp indications of this circuit card are shown in the table below LAMP NAME OPE Remains lit while this circuit card is in operating normally N OPE Remains lit while this circuit card is isolated from the system PWRALM Lights when power supply t
299. ination an abbreviated code for SPEED CALLING SYSTEM S 3 is used NDA 24282 E CHAPTER 5 Page 233 Revision 1 0 CALL CONTROL VECTOR ACD A maximum of 1000 abbreviated codes can be assigned for the ACD For selecting external routes LCR can be used When an overflow has encountered all external trunks busy it may be retried with a Goto instruction When an overflow has encountered all senders busy it may be retried with a Goto instruction Once an ACD call has been connected to an external trunk it may not be distributed to agent positions at the overflow origination side even if the destination distant office happens to be busy Tandem connections which release on both the incoming route and the outgoing route cannot be supervised and should be restricted by means of System Data programming A transfer to step will not be executed if it is programmed directly after an announcement step A Pause step the length of the previous announcement must be programmed after the announcement PROGRAMMING Refer to Assignment of ACD CCV Data in Chapter 7 CHAPTER 5 Page 234 Revision 1 0 NDA 24282 E CALL WAITING LAMP WITH CHIME ACD C 110A CALL WAITING LAMP WITH CHIME ACD GENERAL DESCRIPTION An optional chime is available on a split wide basis as a companion audio signal to the visual signals offered by the CW lamp Call Waiting The CW lamp can be programmed to light or flash when a given quantity of calls reside in
300. ine how the I O ports are programmed e MIS 1 not supported e MIS 2 Navigator and Abacus MIS e MIS 3 MIS 5 reserved for future use Infolink for Infolink clients ACD Release 3 and above NDA 24282 CHAPTER 7 Page 417 Revision 1 0 SYSTEM INFORMATION System Information This screen sets the parameters for optimal functioning of the ACD in the IMX System From the System Data screen User Settings Tenant Settings and Time Out Settings are established Using the system defaults for User and Time Out Settings is highly recommended User Settings 1 Function This command maintains the ACD s system data for User Data This data provides the ability to customize the ACD for some specific features including Infolink and MIS message generation debugging tools and phone set operation Note Using the system defaults for User Settings is highly recommended Information on this screen should only be modified at the direction of a NEC Technical Support Associate wei System Data User Settings Tenant Settings Time Out Settings CCV Tally DN Dash List Send AO MIS Msg Min Len 71 3 11 Display NONE Index 1 5 Index 4 0 Close Queue High Priority Index 2 8 5 0 Display IVR H
301. inging and is disconnected if the supervisor joins the call in a three way conference by pressing the MON BARGE key The recorder is also disconnected if the supervisor releases from the monitor using the RELEASE key Note 7 If the agent releases from the call while the call is being recorded Reorder Tone is sent out to the ACD trunk Queuing of emergency requests Valid since the PBX software Series 7400 and the ACD software R3 1 Emergency requests may be routed to a split of supervisors or an individual supervisor In the case of a split of supervisors multiple emergency requests can be queued Recording starts from the moment the ACD call terminates to the supervisory position not recorded while the call is in queue 2 For emergency split queuing to ensure the fastest processing the only CCV steps that will be executed are Queue to Split Conditional Queue to Split and Goto the steps are followed by Pause End CCV and the request will be queued at the highest priority All other CCV steps will be ignored CHAPTER 5 NDA 24282 E Page 244 Revision 1 0 Note EMERGENCY RECORDER ACD When the supervisor presses the MON BARGE key BARGE is displayed By pressing 1 a three way conference is established SERVICE CONDITIONS 10 11 12 13 This service requires the three conference trunk During an emergency either the agent or the supervisor can display the identification of the original ACD call and the qu
302. ings of various switches on this circuit card are shown in the table below SWITCH STANDARD SWITCH NAME NO SETTING SETTING MEANING Circuit card make busy Circuit card make idle Fixed UP MIDDLE For ACDP Dual System Configuration DOWN For ACDP Single System Configuration Single CPU System Note 1 Multi CPU System Note 2 Fixed Fixed Fixed Fixed Fixed Fixed Fixed Fixed Note 1 For IMG IMX ICS IMGx IMGxh Note 7 For MMG ICS UMG ICS UMGx SWITCH STANDARD SWITCH NAME NO SETTING SETTING MEANING NDA 24282 CHAPTER 4 Page 61 Revision 1 0 PA AL16 ALMC SWITCH NAME SWITCH NO SETTING STANDARD SETTING MEANING Alarm Bus Fixed Alarm Bus Fixed Alarm Bus Fixed Alarm Bus Fixed Fixed Fixed Fixed For ACDP Dual System Configuration For ACDP Single System Configuration CHAPTER 4 Page 62 Revision 1 0 Alarm Bus Fixed NDA 24282 Alarm Bus Fixed SWITCH SETTING SHEET MODULE SLOT NO SWITCH NAME SWITCH SHAPE PA AL16 ALMC REMARKS UP Circuit card make busy DOWN Circuit card make idle EMASUP CPUSEL
303. ion and Chapter 4 Switch Setting of ACD Circuit Cards located in this manual System Operations and Maintenance Maintenance operations can be performed by referring to the manual Manual listed in addition to Chapter 8 System Operations and Chapter 9 System Maintenance in this manual Office Data Specification Refer to the manual listed when programming office data other than for the ACD Chapter 7 PBX and ACD Command Programming includes some information for commands used with the ACD System 1 3 PRECAUTION ON USING THE ACD FEATURES CAUTION The use of a monitoring recording or listening devices to eavesdrop 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 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 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 conversation Some of these laws incorporate strict penalties CHAPTER 1 NDA 24282 Page 2 Revision 1 0 CHAPTER2 GENERAL INFORMATION 1 GENERAL This chapter provides the user with a basic working knowledge of the NEAX2400 C
304. ion 1 0 MONITORING ACD SUPERVISOR ACD Barging in on the monitored call 1 2 Set up the monitor function as described in the preceding section While the agent is engaged in a conversation on the ACD line and the supervisor is monitoring the supervisor may press the MON BARGE key The ACD system will respond by displaying the prompt BARGE To barge the supervisor enters 1 A three way conference connection is now established Intrusion tones are provided to both the agent and the calling party prior to the conference connection and the supervisor s MON BARGE lamp will wink At this time one of two things is likely to happen a The supervisor may press the RELEASE key or the MON BARGE key to terminate the conference connection barge and return to the monitor connection b The agent may press the RELEASE key and relinquish control of the call to the supervisor In this case the supervisor will continue to talk to the incoming caller until the call is completed either by the su pervisor pressing the RELEASE key or the MON BARGE key or by the caller releasing first The su pervisor will then return to a monitor connection either listening to the agent on a new call or quiet tone if there is no call SERVICE CONDITIONS 1 While monitoring or barging the supervisor display the identification of the original ACD call and the queue depth by pressing the LOGON key Please see Calling Party Identification
305. ion Software to all nodes Note 2 Note 2 This software is used to define the CallCenterWorX Enterprise ACD system capacity 50 200 500 900 or 2000 Agent Positions STEP 4 Initialize the system perform IPL DM loading PROGRAM LOAD SYSTEM DATA LOAD CHAPTER 3 NDA 24282 Page 34 Revision 1 0 b INSTALLATION When Installing ACD Trunk into Multiple Fusion Nodes Software installation when the ACD trunk is in stalled at Fusion Nodes 1 2 3 At the node that uses the ACDP the ACD software Built in ACDP software and ACD Option Soft ware installation is necessary At the node that accommodates the ACD trunk only ACD Option Software installation is necessary Do not install the ACD software Initialize the node that uses the ACDP after the software installation When Installing ACD Agent Position into Multiple Fusion Nodes For PBX Software Series 7300 or later 1 2 3 At the node that uses the ACDP the ACD software Built in software and the basic ACD Option Software installation is necessary At the node that accommodates the ACD trunk ACD agent position the basic ACD Option Service Software must be installed Initialize the node that uses the ACDP after the software installation When Installing ACDP into Multiple Fusion Nodes For PBX Software Series 7400 or later 1 2 3 At the node that uses the ACDP the ACD software Built in ACDP software
306. ion of the emergency request has display capabilities then display information will accompany the call identifying it as an emergency call OPERATING PROCEDURE To place an emergency request The following example assumes that an emergency request is sent to the pilot number of a split of supervisors The destination the pilot number of a split of supervisors is allowed since the PBX software Series 7400 and the ACD software R3 For details see Multiple Supervisor Groups Splits ACD M 79A 1 While engaged in an ACD call the agent presses the EMER key the agent s display shows EMERG SUPV PILOT and the associated lamp is lit SUPV A is the name associated with the split of supervisors 2 Ifno supervisor is available to take the call a call waiting indication is provided to each supervisor position The first supervisor to respond will silently monitor the agent and the calling party 3 the assignment of the call the supervisor s display shows AGENT EXT or if agent names are used EMERG NAME 4 When a supervisor answers the agent s display will show EMERG ANSWERED and the associated lamp will wink When the agent releases from the call or the supervisor releases from the monitor the agent s lamp will be extinguished 5 The agent and the calling party are never disconnected while the supervisor s position is ringing 6 An emergency recorder is connected as soon as the supervisor starts r
307. ions in the self node as UCD controlling station at each node By this programming ACD incoming calls terminated to the trunk in the self node can be distributed to the UCD group member in the self node even when link down or the remote system down is occurred When there is no ACD positions in the node the back up UCD group may be organized by the non ACD posi tion e Pattern 1 when a back up UCD group is formed by ACD positions in a node ACD calls are distributed to the UCD group member in the self node Node A provides ACDP ACD incoming call Public Network ACD incoming call Public Network UCD Controllin EH Station 1388 iet UCD Controllin Station UCD Distribution UCD Distribution UCD Group a UCD Group b In the node with no ACD positions NON ACD Stations 0 UCD Group of Non ACD stations NDA 24282 E CHAPTER 5 Page 177 Revision 1 0 OFFICE DATA DESIGN e Pattern 2 when a back up UCD group is formed by ACD positions in multiple nodes When ACD positions in multiple nodes belong to an ACD split assign back up UCD group for the split to divide into two groups and assign the UCD controlling station number to ACD positions in the self node and the remote node Node A provides ACDP Public Network Pub
308. is circuit card is shown below CPRAC 1 PH PC27 EAPI OPE cD CLKALM OPE MB US MB R gt MBR Sw AP 1 to CP 53 W12 W11 3 AP 0 to CP 53 sw10 C J NDA 24282 CHAPTER 4 Page 55 Revision 1 0 PH PC27 EAPI 4 Lamp Indications The contents of lamp indications of this circuit card are shown in the table below LAMP NAME 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 CLKALM Red Lights when a clock failure has occurred 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 STANDARD NAME SWITCH NO SETTING SETTING MEANING Circuit card make busy Circuit card make idle Requests the software to place the ACD MIS Interface Port Controller into make busy state Cancels the request to place the ACD MIS Interface Port Controller into make busy state Circuit card operating state CHAPTER 4 NDA 24282 Page 56 Revision 1 0 PH PC27 EAPI SWITCH STANDARD 1 SWO01 1 SWo01
309. is circuit card is the CPU card Central Processing Unit which controls the ACD Module Type System Using the V60 microprocessor 32 bits this CPU card provides programs and working memory The card is equipped with EPROM of 2MB and SRAM of maximum 384KB respectively CPU LOCAL BUS ALMC IOC CPU CPU V ACDP ACDP RS 232C Non protocol COPY COPY ACD MIS CRAM CRAM APM ACD in IMX system Module Type Position within the System 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 vGd0 Vd vPSdO Vd For No 0 system For No 1 system CHAPTER 4 NDA 24282 Page 72 Revision 1 0 PA CP54 CPU 3 Face Layout of Lamp Switches and Connectors The face layout of lamps switches and connectors of this circuit card is shown below 1 swo swt CPU OPE E WE N MBR SW2 CLKALM COPALM SW3 RESET SW4 SENSE 4 Lamp Indications The contents of lamp indications of this circuit card are shown in the table below LAMP NAME CPU OPE Remains lit while
310. is data includes queue priority circuit quantity and an optional trunk group name lt Trunk Group Data Trunk Group Tenant Number 1 ACD FPC40 Trunk Group 1 Update Name Priority 1 List Ed 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 120 21 22 23 24 25 26 07 28 79 50 31 32 33 3 4 35 36 37 38 39 440 41 62 43 44 45 46 47 48 49 150 51 2 53 54 55 56 57 58 59 160 61 62 3 064 65 66 67 68 69 70 New Trunk Group 2 Precautions 1 If ACD circuits are not assigned they will not report to the MIS 2 Queue Priority for ACD trunk is programmed in ACDTG 3 Parameters TENANT NUMBER Tenant Number 1 10 0 indicates all tenants TRUNK GROUP Trunk Group Number Rt Number 1 to 254 NAME Trunk Group Rt Name optional up to 20 characters Only 12 will show on ACD position PRIORITY Priority 1 to 250 TRK Trunk Numbers 1 255 CHAPTER 7 NDA 24282 Page 402 Revision 1 0 ACDTG ASSIGNMENT OF ACD TRUNK GROUP DATA 4 Assignment and Deletion Procedure These flow diagrams show the procedure used to assign and delete ACD trunk group data DESCRIPTION 1 Assign the trunks as ACD circuits DESCRIPTION 1 Remove the trunk group data Figure 7 7 Assigning and Removing ACD Trunk Group Data NDA 24282 CHAPTER 7 Page 403 Revision 1
311. is not necessary for the Automatic Answer mode has already been set C O trunk call incoming e Place trunk call from station A to station B Incoming at ACD agent position Check that a Zip Tone is generated when the call is incoming Check that the incoming route is displayed on the LCD of the agent position Answering by ACD agent position Check that conversation can be started at the same time as the Zip Tone without any operation Note When ACD system is used in a Fusion Network test that the incoming call terminated to C O trunk in other nodes can be picked up CHAPTER 6 Page 314 Revision 1 0 NDA 24282 E ACD SERVICE FEATURES FUNCTIONAL TEST PROCEDURES NAP 215 101 Sheet 2 2 ACD Incoming END ACD Agent Supervisory Position Trunk Incoming Call e Test all agent and supervisory position trunks with the following procedure Log on to all agent and supervisory positions and release the After Call Work Mode e Use the AUTO MAN key to set to the manual answer mode If the answering mode at logon is the Manual Answer mode this operation is not necessary for the Manual Answer mode has already been set Set up a loop back connection between COT to be tested and station line C O trunk incoming test Place a trunk call from station A to station B Incoming at ACD agent position Check that the call is incoming to the ACD split where the t
312. is skipped at the rate of designated percentage 14 IVR announcement Announcement No 1 99 IVR announcement ETA less ETA threshold value 1 9999 When ETA value is less than the 15 predetermined threshold value shift to the next step 16 ETA greater ETA threshold value 1 9999 When ETA value is over the predetermined threshold value shift to the next step 17 Ring Delay Delayed time to ringing 0 15 See RING DELAY R 145 sec NDA 24282 CHAPTER 7 Page 397 Revision 1 0 ACDCCV ASSIGNMENT OF ACD CCV DATA Table 7 6 CCV Parameters ACTION ARGUMENT Remarks 18 Tally Short Tally No Up to four digits This step will sendTally to MIS 19 Tally Long Tally No Up to eight digit This step will sendTally to MIS 20 IVRDN IVR Access number maximum This step must be assigned before IVR 5 digits announcement Split ETA less SPLIT Split number for ETA When ETA value is less than the call processing 1 127 and predetermined threshold value and in the 21 ETA ETA threshold value in a predetermined split shift to the next step specified split 1 511 to be programmed Split ETA less Split ETA greater SPLIT Split number for ETA When ETA value is greater than the call processing 1 127 and predetermined threshold value and in the 22 ETA ETA threshold value ina predetermined split shift to the next step specified split 1 511 to be programmed
313. isors can be grouped together to form a split when it is necessary for more than one supervisor to serve a split of agents Assistance and emergency requests can be routed to a split of supervisors but a split of supervisors does not normally receive incoming call traffic unless it has been programmed as a secondary split to be queued to in a Call Control Vector CCV Refer to Call Control Vector ACD C 108A for more detailed information All aspects of an agent split such as call waiting indication and queuing also apply to a split of supervisors OPERATING PROCEDURE For additional reading please see the note for The Supervisor Concept in Splits ACD S 91A SERVICE CONDITIONS 1 This feature is released since the PBX software Series 7400 and the ACD software R3 2 Assistance and emergency calls with this feature can not be taken by the supervisor in Work Mode or Break Mode Assistance and emergency call to a individual supervisor can be taken by supervisors in those modes 3 followings are differences between assistance emergency requests to an individual supervisor and those to a split of supervisors See Assistance ACD Agent ACD A 34A and Emergency Recorder ACD E 6A for more details Destination Service Individual Supervisor Split of Supervisor Assistance ACD Agent Assistance call terminates to PBX Assistance call terminates to the line for the supervisor pilot number of the split Emergency Recor
314. isplays MONITOR JAMES Temporarily disable Work mode time limit Valid only from Work mode and disabled only until agent exits Work mode Su Sample Displays TIMEOUT DISABLED Display time and date for four seconds Can be used from any mode including modes such as Ready and Break where the display normally shows a constant display 0084 Sample Displays 4 58 PM MON 28 009 Clear permanent display such as READY ON BREAK or VACANT 021 Setup Connection Displays see Connection Displays ACD C 199A 022 Online Help see Connection Displays ACD C 199A 023 Show Connection Displays see Connection Displays ACD 199 028 Unlock an agent s own position Emergency use only 029 Force an agent s own position to logoff Emergency use only NDA 24282 E CHAPTER 5 Page 301 Revision 1 0 TALLY OH CODES ACD Supervisor Tally Oh Codes Code Description Display statistics for a given agent shift time number of ACD calls answered average talk time total time in Work mode since logging on and total time in Break mode since logging on Press 030aaaaaf agent s ACD or PBX extension Sample Displays 030 SHIFT 3 12 48 hours minutes seconds ACD CALLS 122 one to three digits AVG TALK 3 11 minutes and seconds T WORK 0 55 19 hours minutes and seconds T BREAK 1 04 31 hours minutes and seconds Display a given agent s curre
315. it CHAPTER 3 NDA 24282 Page 20 Revision 1 0 3 INSTALLATION PROCEDURES 3 1 PERIPHERAL EQUIPMENT INSTALLATION INSTALLATION This section explains the procedures to install peripheral equipment for the ACD in the IMX system Agent po sitions 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 NAP 200 106 MDF NEAX2400 IMX c ACD Agent Position ACD Supervisory Position Emergency Recorder Announcement Machine at t 1 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 Installation of ACD Agent Position Figure 3 4 shows the cable connection between the Agent Position and the NEAX2400 IMX MDF PIM pterm No 0 D Series III Series E Installation Cable Connector Leads example Note 2 For more details of connector lead accommodation see Circuit Card Manual PA 16ELCJ LT Zi oe odis lt Max 850m 0 50 gt MDF ix
316. ithout MIS Note 2 0 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 Upgrading Hardware or NEAX2400 ICS NEAX2400 IMX Software before upgrading after upgrading Generic Software All types of system PBX software Release 3 or later Basic software e Basic software 1 11 1 Standard Service software Internal MAT software Optional software 11 312 TCP IP software 2 ACD software SC 2242 PRG E or Built in ACDP software SC 2243 PRG F 3 MAT IBMPC AT Windows Hardware and Software ACD Data Memory PBX software Release 2 or Built in type 4 Release 3 Necessary to be reprogrammed via 3 5 6 Server Hardware and Navigator MIS IBMPC AT Navigator MIS IBMPC AT MIS Software For NEAX2400 IMX system Data base Navigator MIS Navigator MIS 7 Config static data etc Client MIS terminal Software Navigator MIS IBMPC AT Remote MIS terminal MIS terminal for Navigator 8 MIS IBMPC AT b Client MIS terminal Navigator MIS client for NEAX2400 IMX system 9 Router Router IVR Host Hardware and Soft ware 10 Note Necessary when IVR Host is added only CHAPTER 3 NDA 24282 Page 38 Revision 1 0 INSTALLATION 5 2 UPGRADING P
317. iting in the split s queue is displayed on their position When an agent or supervisor presses the LOGON key while engaged in a call the calling party identification of the original incoming ACD call trunk calls only is displayed for that position followed by the number of calls waiting in the split queue For an on demand display of the current queue depth and longest waiting caller the agent may press the Call Waiting Key while in any mode SERVICE CONDITIONS 1 5 The lighting of the CW lamp may be somewhat delayed and is not intended to depict instantaneous queue status Queue depth is only displayed on an agent s position when there are calls waiting in the split queue Split data must be set for the desired threshold of calls in queue required to make the CW lamp illuminate or flash to indicate call thresholds have been exceeded The call waiting indication be provided on the programmable line appearance agent or supervisor console in any unused The DLC and ELC line cards must be of the proper version to provide call waiting indication PROGRAMMING Step 1 Assign the CW lamp to the agent supervisory position KYN Key Number KYI 1 Function key FKY 47 CW lamp CHAPTER 5 NDA 24282 E Page 224 Revision 1 0 CALLING PARTY IDENTIFICATION ACD C 70A CALLING PARTY IDENTIFICATION ACD GENERAL DESCRIPTION This feature allows calling party information to be displayed o
318. ition goes out and that the call is released ACD SERVICE FEATURES FUNCTIONAL TEST PROCEDURES NAP 215 116 Sheet 1 1 Agent Position Trunk Trouble Report START B Ak ELC DLC LC LI COT tL h C O trunk call incoming e Place trunk call from station A to station B and C O trunk call is terminated to agent posi tions The call is terminated to agent positions An agent position answers the call While the agent position is busy press the TRK TRBL key on station B The connection information is output at the MIS terminal A system message is output Apply the test procedure above to all agent and supervisory positions of all splits NDA 24282 E CHAPTER 6 Page 331 Revision 1 0 This page is for your notes CHAPTER 6 NDA 24282 E Page 332 Revision 1 0 CHAPTER7 PBX AND ACD COMMAND PROGRAMMING 1 GENERAL This chapter explains the commands which are used exclusively for the NEAX2400 CallCenterWorX Enter prise ACD system For other related commands refer to the NEAX2400 IMX Office Data Specification When engaging in command operations concerning the ACD system ensure to use both this manual and NEAX2400 IMX Office Data Specification 2 COMMANDS 2 1 NEAX2400 IMX COMMANDS For ACD commands see Section 2 2 ACD Commands in this chapter Table 7 1 NEAX2400 IMX Command List in Alphabetical Order COMMAND NAME
319. its can log on at a position that allows a single specified split where the split matches one of the allowed splits in the agent s logon ID list or at a position that allows any split In both cases the agent will automatically be allowed to handle calls from every split in the agent s logon ID list As an example the agent s logon ID list allows splits 2 5 and 8 The agent logs on at a position that allows Split 5 The agent will be allowed to handle calls from splits 2 5 and 8 The same agent logs at a position that allows any split The agent will be allowed to handle calls from splits 2 5 and 8 The agent s split defaults such as the after call mode and the answer mode will be the defaults associated with the agent s logon ID attribute split The attribute split is the first split in the list of allowable splits The CW lamp Call Waiting for an agent in multi split mode reflects the status of every split that the agent is servicing The CW lamp serves as a visual indication for changes in the depth of each split queue Thresholds for each split queue based on the quantity of calls in the split queue are programmed to force the CW lamp to light or flash There are two separate thresholds Please refer to Call Waiting Indication LCD Display CW Lamp ACD C 68A for related information Since the CW lamp is related to multiple splits the lamp is used to indicate the most severe case at any given time For example the CW lamp
320. keypad number 0 cannot be used as the leading digit ofa Tally Count code PROGRAMMING Program the data followed by the manual described MIS functions CHAPTER 5 NDA 24282 E Page 298 Revision 1 0 TIME OF DAY WEEK ROUTING ACD T50A TIME DAY WEEK ROUTING ACD GENERAL DESCRIPTION The routing of incoming calls is controlled by the time of week A week can be divided into 50 time segments with different call handling performed during each segment Segments must begin and end on whole minutes no fractional minutes are allowed Each segment will specify a Call Control Vector CCV number and step number where call handling will commence refer to Call Control Vector ACD C 108A This routing specification is referred to as a Week Schedule Week routing can be interrupted during pre programmed holidays at which time a special 24 hour override table is available with up to eight time segments to provide routing on that day The override table is referred to as a Holiday Schedule refer to Holiday Scheduling ACD H 20A Holidays may be programmed up to 365 days in advance OPERATING PROCEDURE Week Schedule routing is activated by programming a pilot number to invoke a Week Schedule instead of a CCV SERVICE CONDITIONS 1 This feature uses the PBX system clock to determine the current time It is the user s responsibility to ensure that the clock is accurately set for week routing to make accurate transitions from one
321. l is distributed to the supervisor in Work Mode or Break Mode While Emergency call to a split of supervisors is not distributed to the supervisors in those modes For emergency split queuing to ensure the fastest processing the only CCV steps that will be executed are Queue to Split Conditional Queue to Split and Goto the steps are followed by Pause End CCV and the request will be queued at the highest priority All other CCV steps will be ignored PROGRAMMING This data is set to the agent position Step 1 Assign ASSIST Key to a Function Key Step2 ACDSPL Assign number for ASSIST under the DIR numbers Step3 ACDLOG Assign Personal Assist Number NDA 24282 E CHAPTER 5 Page 201 Revision 1 0 AUTOMATIC ANSWER ACD A 35A AUTOMATIC ANSWER ACD GENERAL DESCRIPTION This feature gives an agent the ability to determine whether calls should be automatically connected to the headset or handset or manually answered after ringing When in Automatic Answer mode calls are announced using a special tone signal called Zip Tone All normal calls are preceded by a single burst of tone Calls which may require special handling forwarded or overflow calls are preceded by two bursts of tone OPERATING PROCEDURE To set AUTOMATIC ANSWER from the Manual Answer mode Step 1 The agent or supervisor presses the AUTO MAN key Step 2 0 display shows AUTO ANSWER The AUTO MAN lamp lights steadily Step 3
322. le mode a position becomes available to receive new ACD calls immediately upon disconnecting from the previous call In Automatic Work mode a position is unavailable to receive ACD calls after disconnecting from the previous call Automatic Work mode allows the agent time to perform miscellaneous activities that may be associated with the ACD call After call work mode may have a time limit which will automatically force the position to Available mode upon expiration The after call mode and optional Work Timeout are set on a per split basis through the ACD MAT or a MIS terminal Agents may change their after call mode during an ACD call OPERATING PROCEDURE Automatic Available Mode set for split Step 1 An agentis engaged in an ACD call The WORK lamp is not lit and the lamp associated with the ACD CALL key is lit Step 2 When the ACD call is disconnected the lamp associated with the ACD CALL key is turned off the position becomes available and READY is displayed Step 3 If the agent presses the WORK key before the ACD call is disconnected the WORK lamp is lit WORK PENDING is displayed The work lamp is lit until it times out or is pressed by the Agent Automatic Work Mode set for split Step 1 agent is engaged in an ACD call The WORK lamp is lit and the lamp associated with the ACD CALL key is lit Step 2 When the ACD call is disconnected the lamp associated with the ACD CALL key is extinguished the position become
323. leased from the monitor and the emergency will continue as usual Emergency requests are not allowed during a supervisor s three way barge or any other three way connection in progress at the agent s position Emergency requests cannot be routed to operators or destinations over CCIS Pilot numbers for group hunts is available as the destination of Emergency requests call but the request call is not hunted to the other members The emergency recorder is customer provided equipment Typically it is a dictation machine with remote playback capabilities This equipment is optional and all other feature operations work even if a recorder is not provided Due to the emergency nature of the call audible beeps are not provided to the parties even though the call is being recorded NDA 24282 E CHAPTER 5 Page 245 Revision 1 0 EMERGENCY RECORDER ACD 14 15 16 17 18 19 20 21 22 23 The emergency call is still routed to the supervisor even if the recording equipment is not available The recording equipment must be idle at the beginning of the emergency call The recording equipment will not be connected in the middle of the emergency call if the equipment was busy at the beginning of the emergency call and then subsequently became idle One circuit is required as i7tween the emergency recorder and the PBX this circuit can be Port 0 or Port 1 of an 8 or 16 COTBD circuit card or one circuit of a 8
324. lephone number TYPE LENS 1 LENS is used to specify the Telephone number LENS of the physical station 2 STN is used to specify the Telephone number USER FUSION TYPE GROUP TELEPHONE NUMBER TELN POINT CODE 1 2 NUMBER MAX 16 DIGITS LENS FPC UGN 1 253 l Li i 1410 0 0 0 010101111 5 1 1 NEM ME EE EC FPC UGN LSTN Fusion Point Code FPC of the designated 2 User Group Number 1 Fixed Telephone number assigned by the ALGNN f LENS FPC is assigned by the AFMU com command mand When assigning TYPE 2 STN is used to specify the Telephone number TYPE 1 LENS is used to specify the Telephone number 2 STN is used to specify the Telephone number STN Station number of the physical station TYPE 1 2 TELEPHONE NUMBER TELN MAX 16 DIGITS TENANT NUMBER TN STATION NUMBER STN UGN 2 User Group Number 1 Fixed LSTN command NDA 24282 E Telephone number assigned by the ALGNN Tenant number of the physical station CHAPTER 7 Page 373 Revision 1 0 ALGSN Assignment of Telephone Station Data for NDM 4 Data Sheet a LENS is used to specify the Telephone number TYPE 1 TELEPHONE NUMBER LINE EQUIPMENT TELN NUMBER MAX 16 DIGITS LENS USER GROUP NUMBER UGN FUSION POINT CODE FPC
325. ler off to any number within the number plan established for the PBX system It is not feasible to describe the exact operation of such a transfer to all possible numbers under all possible conditions Many of the cases are described below a When the target is a UCD pilot number in the PBX If a member of the UCD is available the call will be transferred If there are no members available in the UCD the call remains in the ACD side and continues the CCV with the step following the Transfer To The call will not queue to the UCD group even if queuing in the UCD is enabled b Ifthe overflow destination is an ordinary station If the station at the overflow destination is a member station of a station hunting group c transfer service is set for the station at the overflow destination d When the station at the target is busy the Transfer To instruction may be retried with a Goto instruction e When the station at the target is in make busy state or lockout state no transfer takes place f If the overflow destination is an attendant console Transfer is executed only when the attendant console group is in Day mode or when a night attendant console is provided and is in service during Night mode g Notransfer will take place when the attendant console group is in Night mode and no night attendant console is provided h Ifthe transfer target 15 an external line i designate the external line number for the overflow dest
326. lic Network UCD Group a UCD Controlling Station UCD Group b UC Controlling Station CHAPTER 5 NDA 24282 E Page 178 Revision 1 0 OFFICE DATA DESIGN When a UCD group is organized by ACD positions in multiple nodes ACD incoming calls cannot be distributed to ACD positions in the node where UCD controlling station is not accommodated when the link connecting the nodes is down ACD incoming calls terminated at the trunk in Node B are distributed to UCD group members in Node B Node A provides ACDP Public Network LINK DOWN Public Network UCD Controlling Station UCD Group of ACD Positions UCD Distribution NG ACD incoming calls are not distributed to any position and the caller hears the reorder tone Node A provides ACDP Public Network ICT LINK DOWN Public Network CIN UCD Controlling Station Pd UCD Distribution NG Group NDA 24282 E CHAPTER 5 Page 179 Revision 1 0 OFFICE DATA DESIGN Step 1 ASHU Station Hunting UCD ASHUN for Fusion Assign UCD group data Note ASHU command data and ASHUN command data cannot be used in a sy
327. line second line Note 1 Must be set to 1 for an IF NOT QUEUED GO TO BUSY 11 step to return busy tone to a self directing trunk CCV function on DIDs etc This does not work with ringdown type trunks Note 2 When the announcement service is used in Fusion network this data is set to nodes that accommodates the announcement trunk Note 3 Be sure to assign the data value 1 here see Chapter 1 Section 1 3 Precaution on Using the ACD Fea tures Note 4 When changing the value of this data bit to 0 Service Provided from 1 OAI ACD Service Not Provided system initialization must be executed CHAPTER 7 Page 336 Revision 1 0 NDA 24282 ASYD ASSIGNMENT OF SYSTEM DATA System Data 1 Programming Sheet BIT SYSTEM CORRE YSTEM SERIA DATA SPONDING INDEX DATA SYSTEM DATA CONTENTS TYPE SYS INDEX 0 511 0 1 CPU ACT ST BY Change Function 0 Out of Service 1 In Service ACDP No 0 System Mounting Status Indication 0 1 Not Mounted Mounted Note 1 ACDP No 1 System Mounting Status Indication 0 1 Not Mounted Mounted Note 2 Call Event Processing 0 1 Invalid Valid Always assign 1 Details of SCF Error Notification 0 1 Ineffective Effective Higher ACDP controlling capability SCF Call origination from the first party notification 0 1 Ineffective Effective Access to Announcement trunk is controlled 0 by the timer 1 by t
328. lowed with a minimum of two digits and a maximum of five digits in each Pilot Number PROGRAMMING Refer to Assignment of ACD Monitor Number in Chapter 7 CHAPTER 5 NDA 24282 E Page 282 Revision 1 0 PERSONAL EMERGENCY AND ASSIST ACD P 45A PERSONAL EMERGENCY AND ASSIST ACD GENERAL DESCRIPTION This feature allows an agent to have a designated individual supervisor s number as the destination for an assist request personal assist request number and a designated individual supervisor s number as the destination for an emergency request personal emergency request number If these personal numbers are defined for an agent then these numbers will be used instead of the emergency and assist numbers that are defined for a split If these personal numbers are not defined then the request emergency assist will be directed to the supervisor who was designated for the split In the latter case the split is the split in which the agent received the call This is true for an agent working in single split or multi split mode Please refer to Multi Split Agent ACD M 90A for related information OPERATING PROCEDURE For these examples the agent s name will be Molly and the supervisor s name will be Kathey To place a personal assistance request 1 While on ACD call Molly at extension is 4302 presses the ASSIST key The ASSIST lamp turns on and ASSIST KATHEY is displayed on the agent s position indicating whose sup
329. may be used to provide a more dynamic choice of the pilot number used for the new routing 7 When a split enters Night mode automatically using the MIS Call Forwarding Split ACD C 127A is canceled 8 For multi split positions the NIGHT key activates night mode for the agent s attribute split only The attribute split is the first split assigned for the agent s logon ID Refer to Multi Split Agent ACD M 90A for related information PROGRAMMING Step 1 ACDPLT ALTERNATE NIGHT CCV INDEX CCV index number to be routed in the night mode STEP CCV step number to be routed in the night mode Step 2 ACDSPL Assign the pilot number of the Night mode destination DIR NUMBER NIGHT 5 digits maximum Step3 Assign Night key to a supervisory position when DAY NIGHT mode is changed over by the supervisory position CHAPTER 5 NDA 24282 E Page 276 Revision 1 0 NON ACD CALL ACD N 14A NON ACD CALL ACD GENERAL DESCRIPTION This feature allows agents and supervisors to receive calls from and place calls to other ports in the system e g PBX stations attendants trunks When and agent or supervisor position is called using their PBX directory number the call appears on the PBX line provided for that purpose The same PBX line also permits agents and supervisors to place outgoing calls OPERATING PROCEDURE The operation to place and receive calls on the PBX line is like any other PBX line with all the a
330. med in the Network Node Use ALGSN command CHAPTER 7 NDA 24282 Page 344 Revision 1 0 TENANT NUMBER TN 1 10 STATION NUMBER STN MAXIMUM 5 DIGITS ASDT ASSIGNMENT OF STATION DATA System Data Programming Sheet LINE EQUIPMENT NUMBER LENS MG 0 3 00 23 TELEPHONE EQUIPT CLASS TEC 1 31 ROUTE RESTRICTION CLASS RSC 0 15 SERVICE FEATURE CLASS SFC 0 15 5 INFORMA TION MB 0 1 SYSTEM 1IMG 4IMG IMX U NDA 24282 CHAPTER 7 Page 345 Revision 1 0 ASFC ASSIGNMENT OF SERVICE FEATURE RESTRICTION CLASS DATA ASFC Assignment of Service Feature Restriction Class Data 1 Function This command is used to assign and display Service Feature Restriction information according to the Service Feature Restriction Class SFC of the Station 2 Precautions 1 For the SFC of ACD line of an agent position be sure to assign RES 1 A Direct call is restricted for SFI 95 Direct Call Restriction Assign RES 0 A Direct call is allowed for SFC of non ACD lines 2 For details of SFIs other than SFI 95 refer to ASFC command table in NEAX2400 IMX Office Data Specification 3 Service Feature Restriction Class data programmed in this command must be set to all nodes to be provided ACD tru
331. ming calls in a node can be terminated to any nodes depending on the setting And also call transfer is available for each other PBX JACDP H PBX JACDP Fusion Network PBX PBX PBX Fusion Network PBX PBX ACDP PBX P5 Fusion Network 1 System using ACD Trunk in a Fusion Network 2 Systems using ACD Trunk in a Fusion Network non ACD system ACD stand alone system System using Agent Anywhere 3 Systems using ACD Trunk in a Fusion Network System using Agent Anywhere CHAPTER 5 Page 190 Revision 1 0 Figure 5 3 Fusion Network with Multiple ACDPs Example NDA 24282 E OFFICE DATA DESIGN Data Programming This section shows data programming divided into the types of ACD system in the figure below The following shows the network configuration of ACD system in a Fusion Network LEGEND Type I Non ACD system as an example for comparing with the other systems ACD calls may be transferred to this system from other ACD systems via the data programming of PBX3 PBX4 ACDP Type ACD Stand alone system ACD system provides ACD
332. mmunication with the ACD call ends withoutTally Code entry the position forced into Work Mode At that time WORK BREAK LOGOFF key is ineffective and the LCD display shows TALLY NEEDED Operation for the status change to Ready Mode Break Mode Logoff using IVR is also ineffective 6 This feature is not available when programming to restrict the Work Mode ACDSPL WORK MODE RESTRICTED 7 When the communication ends withoutTally Code entry the agent position goes into the Work Mode even if the after call work mode is Unavailable PROGRAMMING ACDSPL Require Tally Per Call NDA 24282 E CHAPTER 5 Page 305 Revision 1 0 VARIABLE QUEUEING V 10 VARIABLE QUEUEING General Description This feature allows the ACD caller to be queued to a split depending on the number of working agents at the time that the ACD call is presented to the split Operating Procedure Variable queueing is programmed by splits in the ACDSPL command in ACDMAT Service Conditions Variable queueing is activated by a percentage of working agents a working agent is logged on and not in Break mode This percentage is specified in increments of 5 percentage points up to 100096 This percentage is programmed in ACDSPL at maximum queue depth Example Maximum Queue Depth 150 There are four working agents The number of calls that will be allowed to queue to the split 6 1 50 or 150 max queue depth x 4 working agents 6 calls allowed to queu
333. modated in 72 1 LT1 3 5 8 10 Connector LT Connector gt LTO LT1 LT2 LT3 LT4 LT5 LT6 SlotNo gt 00 01102 04105 06 07 108 109 10 11 12 13 14 15 16 17 18 19 20 21 22 23 Group PIMB Highway Block D T eco en eco A e Accommodated in 73 4 LT1 3 5 8 10 Connector LT7 LT8 179 LT10 0 24 6 8 10 4 73725 727 295241 eee Figure 4 8 LT Connector Leads Accommodation of PIMB 3 of 3 NDA 24282 CHAPTER 4 Page 121 Revision 1 0 PA 16ELCH 16ELC MDF NEAX2400 IMS AO AO ELC 4 X m o ptem Rosette Figure 4 9 Connecting Route Diagram CHAPTER 4 NDA 24282 Page 122 Revision 1 0 Switch Setting Sheet PA 16ELCH 16ELC MODULE PIMU A SLOT NO SWITCH NAME SWITCH SHAPE REMARKS W SWO ON 12345678 MB DOWN Circuit card make idle NDA 24282 CHAPTER 4 Page 123 Revision 1 0 PA 16ELCJ 16ELC PA 16ELCJ 16ELC 1 Func
334. modation of PIMU A 3 of 3 CHAPTER 4 Page 130 Revision 1 0 NDA 24282 E PA 16ELCJ 16ELC b LT Connector Lead Accommodation when this circuit card is mounted in PIMK When the mode is IGELC Mode and the APR J APA J is used LT Connector Accommodation Accommodated 1 71 Accommodation 2 71 LTO 2 4 6 7 9 Connector LT1 3 5 8 10 Connector NI 01 gt LT Connector gt LTO LT1 LT2 LTS LT4 LT5 LT6 LT7 LT8 179 LT10 Slot No Group PIMK Highway Block E CE CE UE M Rm 9 11 135791 e Figure 4 11 Connector Leads Accommodation of PIMK 1 of 3 NDA 24282 E CHAPTER 4 Page 131 Revision 1 0 PA 16ELCJ 16ELC LT Connector Accommodation rT Accommodated in 3 LTO 2 4 7 9 Connector LT1 3 5 8 10 Connector o Jon Joo Im N o J LT Connector gt LTO LT1 LT2 LT3 LT4 LT5 LT6
335. mp ERROR CODE CONTENT OF FAULT 03 01 TCP Connection disconnected Normal Note 1 12 0C Abnormal UAP is detected by Heart Beat function 13 OD 255 FF Not used ETHER TCP IP Note 1 This error code shows that the Host UAP is down manually The option not to output this detail message at some offices can be programmed using SYS1 INDEX864 bl ASYDL Messages other than ERRK 01 are output when TCP connection disconnected is not output Fault logical channel number LCID 01 10H 00 means the data is invalid Relation between LCID and PBX TCP port number LCID TCP port number of the PBX IP address NDA 24282 E CHAPTER 9 Page 439 Revision 1 0 SYSTEM MAINTENANCE 3 2 2 MESSAGE DETAIL DATA OF SYSTEM MESSAGE 5 Q System Message 5 Q ACD MIS LOCK UP This message is output when the PBX software release 5 and the ACD software release or the later software are installed 1 Print out Format SYSTEM MESSAGE 5 Q ACD MIS LOCK UP NEC ESD MAY 11 22 30 1 00 00 00 00 00 00 00 00 2 00 00 00 00 00 00 00 00 2 Print out information typical Each data is always displayed as 0 CHAPTER 9 NDA 24282 E Page 440 Revision 1 0 SYSTEM MAINTENANCE 3 2 3 MESSAGE DETAIL DATA OF SYSTEM MESSAGE 6 H System Message 6 H Bad Call Notification ACD 1 Print out Format SYSTEM MESSAGE 6 H BAD CALL NOTIFICATION NEC ESD AUG 14 17 00 1
336. n Set the ACD system to the night mode by pressing the NIGHT key on the supervisory position or by operating from the MIS terminal C O trunk call incoming e Place a C O trunk call from station A to station B Check that station A hears the center closed announcement R6 NDA 24282 E Page 320 1 0 ACD SERVICE FEATURES FUNCTIONAL TEST PROCEDURES NAP 215 107 Sheet 1 1 Overflow START END Log on the ACD agent and supervisory positions of the overflow origination split Log on the ACD agent and supervisory positions of the overflow destination split C O trunk incoming Place C O trunk calls sequentially from stations A B and C to stations D E and F respectively Overflow period elapsed Overflow Designation Split Overflow Origination Split ELC DLC Call termination at overflow destination split Answering by ACD agent position Atthe moment an agent position answers it hears the ACD call transfer identification tone after which the communication can be started Release of ACD agent position Apply the test procedure above to each trunk group for which Overflow has been set NDA 24282 E CHAPTER 6 Page 321 Revision 1 0 ACD SERVICE FEATURES FUNCTIONAL TEST PROCEDURES NAP 215 108 Announcement Recorder Trunk Sheet 1 1 Emergency Recorder ELC DLC S
337. n AKYD Assign AUTO MAN to a function key ACDSPL AUTO READY AFTER CALL Note Work mode may be canceled and reset by the manual operation even if AUTO READY AFTER CALL is programmed in ACDSPL NDA 24282 E CHAPTER 5 Page 205 Revision 1 0 ANNOUNCEMENTS ACD A 80A ANNOUNCEMENTS ACD GENERAL DESCRIPTION Other variable length announcements 4 60 seconds 2 120 seconds 1 240 seconds using NECi SPA 4DATC Announcement Trunk Card are provided for ACD callers by customer provided announcement hardware using digital announcement trunk circuits or certain analog trunk circuits Announcements are designed to be heard for one complete cycle from the beginning of the message Since multiple connections to each announcement channel are possible an appropriate delay may be inserted to wait for the beginning of the spoken announcement if necessary OPERATING PROCEDURE Step 1 Step 2 Step 3 Step 4 Step 5 The ACD system recognizes the termination of an ACD incoming call The ACD calling party hears ringback tone Announcement connections are made by properly programming a Call Control Vector CCV Refer to Call Control Vector ACD C 108A for additional information When the predetermined ring delay timing parameter set before the delay announcement has passed the system sends answer supervision to the central office and connects the caller to the announcement During this process the ACD call retains its queue positio
338. n 2 3 Infolink Data Messages are provided to the ACD tenant programmed in ACDTN Two way communications link is provided simultaneously One link controls one ACD tenant gw Mt cA OAI transmission is also provided via the same link 7 An IVR equipment may be accommodated per ACD tenant PROGRAMMING Step 1 ASDT TN Tenant number 1 10 STN Station number of the IVR maximum 5 digits TEC 1 4 Step2 ASHU Assign the UCD group organized by the station number accommodates the IVR port Step 3 ACDTN IVR PILOT NUMBER IVR Pilot number for UCD service programmed in ASHU Outbound Answer Timer 0 60 sec Step 4 ACDIVR Assign the desired port number for all station numbers to access programmed in ASDT DIRECTORY NUMBER IVR station number programmed ASDT PORT IVR port number 1 255 Step 5 ACDCCV when IVR announcement service is provided Note 1 ACTION IVR ANNOUNCEMENT Note 2 ARGUMENT IVR announcement equipment number 1 99 Note 3 Announcement ID for announcement order via Infolink to the IVR Note 1 When this command data has already been programmed for OAI features it is not necessary to program the data again Note 2 t is not necessary to programa Pause step after the IVR Announcement Note 3 The announcement number varies depending on each IVR Specifications CHAPTER 5 NDA 24282 E Page 256 Revision 1 0 LOGON LOGOFF POSITION ACD L 19A LOGON LOGOFF POSITION ACD
339. n ACD MAT command The command data is on a tenant wide basis PROGRAMMING ACDTN DEFAULT LANGUAGE English Japanese Spanish Italian French German NDA 24282 E CHAPTER 5 Page 259 Revision 1 0 LOGOFF WARNING ACD L 92A LOGOFF WARNING ACD GENERAL DESCRIPTION This feature is programmed on a per split basis via the ACDSPL MAT command When a split is marked for Logoff Warning agents will receive the display LOGOFF WARNING for a few seconds if they try to logoff while there are still calls in queue In order to actually logoff the agent must press the Logoff Key a second time after having received the warning message In other words the warning message is intended to encourage the agent to continue taking phone calls and in fact the agent remains logged on if the key is pressed only one time A value is set for the Logoff Warning feature from 1 to 9 or ALL The value 1 9 describes the maximum number of agents still logged onto the split when the warning is given If the setting is at 5 then only the last five agents to logoff from the split will be given the warning message The LOGOFF WARNING display is shown only when the number of callers waiting in queue for the agent s split is greater than or equal to the number of agents still logged on in addition to the value set for Logoff Warning That is if the setting is at 5 and there are five agents logged on but only three calls are in queue then an agent will be allowed to lo
340. n goes in Work Mode or Break Mode after the communication ends as in the manner that the position presses the WORK BREAK key while handling the ACD call The ACD call is terminated to the position after Ring Delay step as normal processing When the call is distributed to execute more than one Ring Delay step Ring Delay step which is programmed the longest time will be executed While RING DELAY is executed the MIS displays READY The call abandoned during Ring Delay step is counted as Abandoned Call before Announcement Abandoned Call after the First Announcement or Abandoned Call after the Second Announcement in the static report PROGRAMMING ACDCCV CCV ACTION Ring Delay ARGUMENT 1 15 seconds NDA 24282 E CHAPTER 5 Page 289 Revision 1 0 SPLITS ACD S 91A SPLITS ACD GENERAL DESCRIPTION A Split is a basic building block of a call center and is generally thought to consist of a group of agents performing a similar task a prioritized queue for incoming callers and possibly a supervisor position to oversee the caller and agent activity within the split The supervisor may have a sophisticated statistics program available to monitor the caller and agent activity which will provide both realtime as well as historical information Many features are provided on a per split basis and applied equally to all agents in the split or all callers in the split s queue Here is a brief summary of the features av
341. n if a queue to step has been specified at the CCV At any point after a queue to step including during the delay announcements if an agent be comes available the ACD call is immediately connected to the agent SERVICE CONDITIONS Step 1 Step 2 Step 3 Step 4 Step 5 Step 6 Step 7 Step 8 CHAPTER 5 Page 206 Revision 1 0 Announcements are connected only when the transfer is completed The announcement source connection method can be a multiple connection or a single connection with start point seek depending on System Data In the case of a multiple connection all new calls that are detected within a period of time preassigned by System Data 2 30 sec will receive the message simultaneously This feature is applicable to ACD incoming calls from a C O transferred from an attendant agent or PBX station The announcement length timer is programmed in the System data on a per announcement basis It is possible to set up multiple channels of the same announcement in a hunt arrangement to accom modate large volumes of simultaneously queuing calls By the system data programming at any point during the announcement when all the ACD callers connected to the announcement are disconnected or distributed to another station trunk the Digital Announcement Trunk DAT is released and the next announcement is sent immediately In a multiple connection a maximum of 10 ACD incoming calls can
342. n the LCD of the D when an incoming call is assigned to an ACD agent The format of the calling party information follows 1 Incoming Trunk and Circuit Information A unique twenty character name for an incoming trunk group along with the trunk circuit number within the group can be displayed This display is commonly used for ringdown trunks For example NATIONAL 7 Called Number Identification LDN When an incoming trunk calls a particular pilot number an ID associated with the pilot number can be displayed instead of the twenty character name of the incoming trunk group and the trunk circuit number This display is commonly used for DID trunks For example SALES DEPT Internal Directory Number The internal directory number up to five digits assigned to the circuit can be displayed This display is used for PBX stations calling into the ACD For example 70626 Overflow Connections When a non transferred call is assigned to an agent in a secondary split an overflow message is displayed before the calling party identification indicating that this call is not being assigned to an agent in the split for which it was first queued For example OVF SHIPPING If the call has overflowed from an agent s personal queue the display will identify the call as such and will show the name of the called agent for example PRS OVF FRED Refer to Agent Personal Queue ACD A 85A for related information Transfer Connections When
343. nd Deletion Procedure These flow diagrams show the procedure used to assign and delete ACD split data DESCRIPTION 1 ACDTN T Assign the Tenant data 2 ACDSPL 2 Assign the Split data END DESCRIPTION 1 Remove the Split data ACDSPL Figure 7 2 Assigning and Removing ACD Split Data CHAPTER 7 NDA 24282 Page 388 Revision 1 0 ACDLOG ASSIGNMENT OF ACD RECEIVER ID CODE ACDLOG Assignment of ACD Receiver ID Code 1 Function This command is used to assign list print and remove logon data Each agent logon identifies the user s tenant name language preference and personal Pilot number information as well as the splits with the associated priority level the Logon ID is allowed to access whether multisplit is allowed and the personal assist and emergency numbers 3 Agent Logon Remove Logon Logon Tenant Number Logon ID Language Remove v A N gt Al N 2 gent Name bbr ame List Personal Queuing Close Any Split Pilot Number Split Name Preference Attrb a 1 40 1 1 m Max Queue Depth Ju EIL v Personal Forward CCV Index Step Al v v 2222222 Personal Overflow CCV Personal Numbers Overflow Timeout Assist Request Emerg Request
344. ne incoming call after another or enter the break mode Work Mode Timeout The amount of time allocated for after call work mode wrap up can be set for each split At the conclusion of that time period the agent will be automatically placed in the ready mode in order to receive a new incoming ACD call By properly assigning these features each split can customize the method of operation to suit the needs of the agents and clients Additionally it may be advantageous for an agent to be a member of multiple splits at one time Please refer to Multi Split Agent ACD M 90A for additional information The Supervisor Concept The concept of a supervisor or a supervisor position has no formal definition within this ACD Some of the traditional ideas of a supervisor are described below and in all cases these features or attributes may be applied to any agent or agent position Can utilize the Performance Appraisal Silent Monitor feature This feature is activated through the use of the MON BARGE key and is available to any agent position equipped with such a key It is not hard to imagine an environment where a senior agent may be responsible for doing some of the performance appraisals but not be considered the Supervisor Every position may be equipped with a MON BARGE key Has access to the Realtime and Historical Report MIS Information This capability is provided by external computer PC equipment It is a management decision that determine
345. network traffic congestion The node that uses the ACDP is most recommended according to the service condition Item 3 described in Agent Anywhere ACD in Chapter 5 Note 2 When ACD features are activated in Fusion network this software is installed in all nodes Note 3 This procedure is not necessary for the ACD without MIS Note 4 Details for start up procedure are decided by the IVR Host feature specifications This procedure is not necessary when IVR Host is not used NDA 24282 CHAPTER 3 Page 39 Revision 1 0 This page is for your notes CHAPTER 3 NDA 24282 Page 40 Revision 1 0 CHAPTER4 SWITCH SETTING OF ACD CIRCUIT CARDS 1 GENERAL This chapter explains the circuit cards related to the NEAX2400 CallCenterWorX Enterprise ACD System which are shown in Table 4 1 Table 4 1 List of ACD Circuit Cards SYMBOL CIRCUIT CARD 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 ADATA PIMU Common DAT PA ADATB PIMU Common 4DTL PA ADTLA PIMU Common ETHER PA CC98 APM PIMU Module Package MBB PA GT16 APM Module NDA 24282 CHAPTER 4 Page 41 Revision 1 0
346. nk for Fusion network 3 Parameters DAY NIGHT Day Night Mode D Day Mode N Night Mode TN Tenant Number SFC Service Restriction Class 0 15 SFI Service Feature Index 1 255 Enter 95 95 1 Direct Call Restriction for ACD 118 Live Record for AD 16 40 vm RES Restriction Data 0 Restricted l Allowed Note When WRT Y is entered the value of the SFC automatically increases by one CHAPTER 7 NDA 24282 Page 346 Revision 1 0 ASFC ASSIGNMENT OF SERVICE FEATURE RESTRICTION CLASS DATA Service Feature Restriction Class Data Programming Sheet SERVICE SERVICE FEATURE INDEX TENANT RESTRICTION SFI Note 2 NUMBER CLASS 1 255 TN SFC 0 15 11 194195 96 117 118 119 255 DAY NIGHT MODE DAY NIGHT D N yI NY A N N AB 15 Note 1 Restriction Data RES is assigned in the squares where SFI and SFC cross When unassigned Restriction Data is set as 0 Restricted status Allowed Status data is 1 and must be assigned to allow the feature Note 2 Service Feature Index SFI 95 For SFC of ACD line of Agent Position and Supervisory Position assign RES 1 Allowed For SFC of Non ACD line of Agent Position and Supervisory Position assign RES 0 Restricted For SFC of Stations other than the Agent Position
347. nly in External ACD Assign 1 to all nodes using AGENT ANYWHERE All fusion nodes in the network are used for MULTIPLE ACDPs in a Fusion Network this data may be assigned using ASYDN This data is required for UAP connection When ACD incoming calls are controlled by one ACDP assign FPC no of the node providing ACDP As for ACD incoming calls controlled by multiple ACDPs assign FPC no of a node of all managing nodes Program the data for the transferred ACD calls Assign FPC no of the self node This data is not necessary for the example in Figure 5 4 Assign this data so that the proper number of ports can be used when more than three ports of Status Monitoring for terminal SMFN is required The identical data should be assigned at all nodes ASYDL SYSI INDEX664 b4 5 b4 0 b5 0 2 ports b4 1 b5 0 8 ports Assign the FPC no of ACDP node using AGENT ANYWHERE when a Fusion Network provided MULTIPLE ACDPs is also provided AGENT ANYWHERE While in the network not provided AGENT ANYWHERE actually the node may be changed into the node provided ACD Trunk for Fusion assign the FPC no of ACDP node using ACD Trunk in a Fusion Network In this example FPC no of PBX4 or PBX6 is applied with this condition Notations for ACD command data programming are described below a When the DID trunk is controlled by multiple ACDPs the identical ACDTG command data can be programmed at the node
348. nnection to an agent It is important to understand the timing of CCV instructions in order to construct CCVs which process calls at the proper tempo The following table shows how much time is used for each CCV instruction Only after that amount of time has passed a caller will proceed to the next step in the CCV Call Control Vector Timing CCV Step Action Alphabetical Order takes this much time Announcement wait until beginning of announcement or 30 seconds whichever comes first then proceed to next instruction Blank 0 seconds next instruction processed immediately Conditional Queue to Split 0 seconds next instruction processed immediately Dequeue from Split 0 seconds next instruction processed immediately Goto CCV X Y wait 2 seconds then proceed with CCV X step Y Hang Up 0 seconds next instruction processed immediately If Estimated Time to Answer 0 seconds process first or second instruction immediately based on testing ETA If Not Queued then Busy 0 seconds busy tone provided immediately If Not Queued then Goto X Y wait 2 seconds then proceed with CCV X step Y IVR Announcement wait 2 seconds then proceed with IVR Announcement IVRDN 0 seconds next instruction processed immediately New Priority 0 seconds next instruction processed immediately Pause X wait X seconds 1 to 999 then proceed with next instruction Queue to Split 0 seconds n
349. not occur when the don t answer timer expires In a call transfer to a split queue overflow service is provided to calls placed in queue PROGRAMMING None NDA 24282 E CHAPTER 5 Page 223 Revision 1 0 CALL WAITING INDICATION LCD DISPLAY CW LAMP ACD C 68A CALL WAITING INDICATION LCD DISPLAY CW LAMP ACD GENERAL DESCRIPTION This feature provides visual indication of a split s current queue depth by the use of the CW lamp Call Waiting and the position s display The CW lamp is always operative but can only provide an approximate indication of the queue depth The position s display can show the current queue depth precisely but the display is provided periodically as the agent processes calls An optional Call Waiting Key may be programmed and will generate a display of the current queue depth when pressed OPERATING PROCEDURE 1 When the number of ACD calls in a split s queue is greater than or equal to the call waiting on threshold the CW lamp is turned on When the number of ACD calls in the split s queue is greater than or equal to the call waiting flash threshold the CW lamp flashes A database setting can enable a chime to sound at positions in the WORK mode when the lamp comes on or begins flashing For more details information refer to Call Waiting Lamp with Chime ACD C 110A Each time an ACD agent or supervisor is assigned a new call or each time they go into Work mode the number of calls wa
350. nouncement and before connection to an agent position The caller disconnects while the ACD call is being terminated to the ACD agent position and ring back tone is being provided Step 2 If the C O trunk is a loop start trunk loop start trunks are unsupervised the ACD cannot detect the release of a call by the C O after the trunk has terminated or is connected to the first delay announcement Thus the ACD cannot detect an abandoned call PROGRAMMING None NDA 24282 E CHAPTER 5 Page 199 Revision 1 0 ASSISTANCE ACD AGENT ACD A 34A ASSISTANCE ACD AGENT ACD GENERAL DESCRIPTION This feature allows an agent to call a supervisor for assistance Activation of this feature using the ASSIST key during an ACD call automatically places the active call on hold and places an assistance call to a pre programmed number This number can be a PBX line for the supervisor If the target extension of the assistance request has display capabilities display information identifying the call as a call for assistance will accompany the call OPERATING PROCEDURE To place an assistance request 1 While an ACD call the agent whose extension is 4302 presses the ASSIST key The ASSIST lamp lights and ASSIST AND THEN TRANSFER is displayed at the agent position The ACD call is placed on hold and an automatic transfer to the designated supervisor is initiated The agent hears ringback tone and the supervisor is rung The sup
351. nt If the LOGON key is pressed and the connection is established the display will show VACANT within five seconds If the connection cannot be established R I P will continue to be displayed PROGRAMMING When ID code is used Step 1 ACDSPL Set the ID code is required to logon for each split Step2 ACDLOG Assign the ID code to logon LOGON ID 9 digits maximum Note 0 is not recognized as the first digit AGENT NAME Logon ID name 14 characters at the maximum ABBR NAME Abbreviated ID code name 5 digits maximum When ID code is not used Step 1 ACDSPL Set the ID code is not necessary to logon for each split CHAPTER 5 NDA 24282 E Page 258 Revision 1 0 LANGUAGE DEFAULT ACD L 48A LANGUAGE DEFAULT ACD GENERAL DESCRIPTION This feature allows the selection of a language applicable to an entire tenant for use in messages displayed at positions where an agent is not logged onto the ACD system The following are examples of messages that will appear in the selected language 1 VACANT message displayed when an agent is not logged on at the position 2 messages used during the logon procedure such as LOGON ID if logon ID codes are used 3 messages giving split information name queue depth time of longest waiting call that are displayed at a vacant position when the agent presses the AUTO MAN key OPERATING PROCEDURE None This feature is implemented through a
352. nt connector MDF NEAX2400 ICS A00 AO X BOO f _______ 4 Bo AIO HDAC ES Modular Block OBI xa forte der X ls 4 Bo AIB HDAC eerie 1Bi Modular Block Figure 4 6 Connection Diagram NDA 24282 CHAPTER 4 Page 109 Revision 1 0 PA 16ELCDD ELC SWITCH SETTING SHEET MODULE SLOT NO yerbis SWITCH SHAPE REMARKS UP Circuit card make busy DOWN Circuit card make idle 100002 CHAPTER 4 NDA 24282 Page 110 Revision 1 0 PA 16ELCH 16ELC PA 16ELCH 16ELC 1 Function This circuit card is a line circuit card that supports the interface of 16 circuits or 8 circuits of a 2W Digital Terminal based on TCM transmission system Time Compression Multiplex This circuit card can be used as 8 circuit voice data digital line 83 DLC Mode and a 16 circuit voice only digital line circuit 16ELC Mode and can be connected to any of the D Series III Differences in operations by mode are shown below NUMBER OF NUMBER OF CIRCUITS TIME SLOTS DATA COMMUNICATION FUNCTION REMARKS 8DLC Mode 8 circuits 16 Time Slots Provided 16ELC Mode 16 circuits 16 Time Slots Not Provided 1
353. nt mode and the time passed since entering that mode Valid for all modes Vacant Work Break Ready or on an ACD call 031 Press 03 1 agent s ACD or PBX extension Sample Displays BREAK 0 41 06 hours minutes and seconds 032 Force a given agent to Break mode From Work or Ready modes Press 032aaaaaf agent s ACD or PBX extension 033 Force a given agent to Ready mode From Break or Work modes Press 033aaaaaf agent s ACD or PBX extension 034 Force a given agent to Work mode From Break or Ready modes Press 034aaaaaf agent s ACD or PBX extension Change a given agent s split or Multi Split mode Prompts are displayed to prompt for split number and 035 approval Press O35aaaaa agent s ACD or PBX extension Display queue depth for a given split Press 036554 ss one or two digit split number 036 Sample Displays DOMESTIC 36 Display time of longest waiting caller for a given split Press 037ss ss 2 one or two digit split number 037 Sample Displays INTERNAT L 4 06 minutes and seconds Display number of working agents on an ACD call in Work or Ready modes for a given split Press 03855 ss one or two digit split number 038 i Sample Displays CRUISES 9 CHAPTER 5 NDA 24282 E Page 302 Revision 1 0 TALLY OH CODES ACD Supervisor Tally Oh Codes Continued Code 039 Description Display
354. number of agents on break for a given split Press 039ss ss one or two digit split number Sample Displays SKY DIVERS 2 040 Change Night mode of a given split Press 040ss ss one or two digit split number The prompt NIGHT MODE will be displayed to ask for approval to put the specified split into Night mode To approve press 1 and the display split name NIGHT will be shown To disapprove and put the split into day mode press and the display split name DAY will be shown Sample Displays AWARDS NIGHT AWARDS DAY 068 Unlock a given agent s position Emergency use only Press 8 aaaaa agent s ACD or PBX extension 069 Force a given agent s position to logoff Emergency use only Press 9 aaaaa agent s ACD or PBX extension NDA 24282 E CHAPTER 5 Page 303 Revision 1 0 TALLY OH CODES ACD Technician Tally Oh Codes Code Description Turn Bad Call Notification MAT print outs on or off Press 075rrs rr Reference number s state 0 off or 1 on 075 To turn all print outs on or off use the reference number 00 Example 075000 all off or 075001 all on See BAD CALL NOTIFICATIONS B 21 on page 80 for additional detail 076 Display error counts Press 076n n error count number 0 99 Reset all error counts uL Press 07708 080 Display ACD version number and rele
355. o D is abnormal on more than one circuit BLO Lights when the corresponding circuit is busy Lights when the corresponding circuit is in make busy state or when the related BLI5 system data is not assigned NDA 24282 CHAPTER 4 Page 101 Revision 1 0 PA 16ELCDD ELC 5 Switch Settings Standard settings of various switches on this circuit card are shown in the table below SWITCH STANDARD NAME SWITCH NO SETTING SETTING MEANING Circuit card make busy Circuit card make idle For using this circuit card as SDLC For using this circuit card as 16ELC When connecting 24 key type to this circuit card connection to any other type is not allowed When not connecting 0 24 key type to this circuit card CHAPTER 4 NDA 24282 Page 102 Revision 1 0 PA 16ELCDD ELC 6 External Interface The LT connector leads accommodation and the connection diagram of this circuit card are shown below a LT connector leads accommodation when this circuit card is mounted in PIMU A LT Connector Accommodation Accommodated in 17 Accommodated in 72 1 LTO 2 4 6 8 10 Connectors LT1 3 5 7 9 11 Connectors a a Qv un N
356. o Split 12 is processed The conditions for queuing are satisfied and the call is queued to Split 12 CHAPTER 5 NDA 24282 E Page 242 Revision 1 0 DO NOT DISTURB SPLIT ACD 7 processing of this CCV will continue from Step 6 in a normal fashion with all Pause and Announcement steps processed 8 first agent logs onto Split 5 and 15 in Work mode A call to an ACD pilot number now enters the same CCV The call will queue to Split 5 even though the agent is not yet available The caller will also perform the pause from Step 2 and hear announcement 3 assuming the agent is not available SERVICE CONDITIONS Both a Queue to Split and a Conditional Queue to Split instruction will be ignored if the target split is in DO NOT DISTURB mode PROGRAMMING ACDSPL Make Do Not Disturb Split service available for each split NDA 24282 E CHAPTER 5 Page 243 Revision 1 0 EMERGENCY RECORDER ACD E 6A EMERGENCY RECORDER ACD GENERAL DESCRIPTION In an emergency this feature allows a conversation between an agent and an incoming ACD caller to be recorded using a customer provided recording device and simultaneously permits a monitor connection between the ACD call and a supervisor Activation of this feature while on an ACD call automatically places a call to a pre programmed number This number be any station in the PBX an individual supervisor or a pilot number for a split of supervisors If the target extens
357. o the minimum specified the call is accepted and connected to the longest waiting available agent For example if the minimum agent threshold is set at 3 then calls are connected if there are three or more available agents If there are two or fewer available agents the call will be handled by the next step in the CCV b Calls in Queue maximum The ACD system will ascertain the number of calls in the split s queue at the time the call is presented If the queue depth is less than the maximum specified the call may be queued or connected if agents are available For example if the maximum queue depth is set at 3 and there are fewer than three calls in queue calls will be queued or connected to an available agent If there are three or more calls in queue the call will be handled by the next step in the CCV CHAPTER 5 NDA 24282 E Page 228 Revision 1 0 CALL CONTROL VECTOR ACD c No Calls Accepted The split will not accept any call that is directed to the split by a Conditional Queue to Split instruction The split will only accept calls that are presented through a Queue to Split instruction A call can only be queued to four splits simultaneously If a call encounters a Conditional Queue to Split instruction and the call is already successfully queued to four splits the call will be connected to an agent in the target split if an agent is available If an agent is not available the call will not be placed in th
358. ocessing to be decided based on the Estimated Time to Answer ETA for a specified split as opposed to being based on the ETA of a call in queue It then compares that calculated Split ETA with a specified number of seconds If the greater than gt or less than lt comparison is met the next CCV step is processed The next step is skipped if the comparisons are not met This allows the CCV to determine the ETA of a split before queuing a call to the split thus allowing the decision of whether or not to queue a call for example to be determined by the current split traffic level ETA less than 11 seconds will be considered as 0 second 18 Ring Delay n Available since the PBX software Series 7400 and the ACD software R3 This instruction must appear prior to any Queue to Split steps in the CCV in order for it to have the desired effect The Ring Delay feature is intended to slow down the connection of incoming calls to agents and give a window of opportunity for a host computer to paint an appropriate screen of information for the agent which may aid in proper answering of the call Ring Delay specifies a number of seconds to wait after selecting which agent should receive the next call in queue The actual ringing of the agent s phone will be intentionally delayed by n seconds An Infolink application can send a command to the ACD to terminate the artificial delay before time expires if it has determined that it is OK to ring the
359. ode is restricted Break mode is used instead OPERATING PROCEDURE None SERVICE CONDITIONS This feature is implemented through the ACDSPL command The command data is on a split wide basis Note See ACDSPL Programming in Chapter 7 NDA 24282 E CHAPTER 5 Page 211 Revision 1 0 ANALOG ACD POSITION ACD A 91A ANALOG ACD POSITION ACD GENERAL DESCRIPTION This feature extends the functionality of ACD features to users operating analog station equipment By dialing access codes from a single line POTS station an agent may invoke several features including Logon with ID Logon without ID Logoff Switch between the modes of Work Ready and Break up to nine types of Break Enter Tally codes Register Trunk Trouble Place the split into Day and Night modes Using Off Premise Extension OPX technology an agent can be situated at a remote location and still process ACD calls with many of the features available to the local agents using digital telephone sets With additional hardware a remote agent can dial in to the NEAX2400 ACD and remain continuously connected while calls are connected to the agent one after another The same hardware can also be programmed to call the agent back at their home telephone number effectively reversing any long distance charges which might apply OPERATING PROCEDURE A typical shift at an analog position might be as follows The agent dials the access code 4300 to logon to a split using the ID
360. omated Attendant Delay Announcement Attendant Announcement Service for Hotel System Depending on the switch setting this circuit card works in one of the following three modes e 64 second mode maximum 4 CHs card e 128 mode maximum 2 CHs card e 240 second mode maximum 1 CH card A message can be recorded from either a tape recorder or a telephone set In addition this circuit card can be used as an external music source This diagram shows an example when this card is used for Delay Announcement Attendant We are sorry the line is INT Sw INT busy now Please stay PO INCOMING CALL N PRERECORDED MESSAGE x 4 COT m PUBLIC CALLING PARTY N E 4 ft ATI d INCOMING CALL CALLING PARTY ATTCON LOCAL I O BUS CPU GT Figure 4 14 Location of PA 4DATB DAT card within the system NDA 24282 E CHAPTER 4 Page 145 Revision 1 0 PA 4DATB DAT 2 Mounting Location Condition The PA 4DATB DAT card can be mounted in any universal slot as shown below Mounting Module PIMU A Note Indicates universal slots for line trunk circuit cards Mounting Module PIME 00
361. on t Accommodated in 72 1 LTO 2 4 6 8 10 Connector LT1 3 5 7 9 11 Connector NJ O3 O1 09 NJ O5 CO Po iaa al NATAN LT Connector Name LTO LT1 LT2 LT3 LT4 LT5 LT6 LT7 LT8 179 LT10 LT11 SlotNo gt 00 01 02 03 04 05 06 07 08 09 110 11 112 13 14 15 16 17 18 19 20 21 22 23 Group PIMA Highway Block uy Be 9 06 5 10 2 M Figure 4 17 LT Connector Leads Accommodation of PIMU A 1 2 CHAPTER 4 NDA 24282 E Page 158 Revision 1 0 PA 4DTLA 4DTL LT Connector Accommodation m Accommodated in 3 71 LT1 3 5 7 9 11 Connector LT Connector gt LTO LT1 LT2 LTS 174 LT5 LT6 LT7 178 LT9 LT10 LT11 Slot No oo o1 02 03 04 05 06 07 08 09 10 11 12 13 14 15 16 17 18 19 20 21 22 23 Group PIMA Highway Block e Figure 4 17 LT Connector L
362. on 00 Trunk Route No 6 6 Trunk No 0 0 00 00 9 0 Information on Unknown Pilot No Station Unknown Pilot No called Q 00 When 24 or 99 Hex 9 6 00 00 00 00 0 60 Error Counter When 30 Hex 9 6 Pointer Address 00 Error Kind When 33 Hex 9 ACDP Data Memory 00 Used 01 Not used ACDP System Capacity 02 50 Agent Positions 04 200 Agent Positions 07 500 Agent Positions 12 900 Agent Positions 15 2 000 Agent Positions When 34 Hex 9 6 Information on Unknown Pilot No 9 06 Unknown Pilot No called 00 CHAPTER 9 NDA 24282 E Page 442 Revision 1 0 SYSTEM MAINTENANCE 3 Bad Call Notification Codes Print code Tally Oh Ref No Description Auto print Trunk Trouble key Removed 03 Caller abandon during agent ringing 04 Direct call to agent s ACD line 05 Call connect failed requeued 06 Call connect failed dropped after multiple attempts Bad calling party 07 Call re connect attempt 08 Call connect error audit loop 09 Agent force logoff viaTally Oh code 10 Supervisor forced agent to logoff via Tally Oh code 11 Supervisor forced agent to Break viaTally Oh code 12 Supervisor forced agent to Ready via Tally Oh code 13 Supervisor forced agent to Work mode viaTally Oh code Auto print ACD initialization started Auto print Insufficient ACD memory Auto print In
363. on Data Remove Position Tenant Number ACD FPC40 Y Remove Position Number List Line Numbers Split Assignment ACD J Split Close PBX 4 v Allow Supervisor Tally Ohs Analog Agent Position 2 Precautions The terms supervisor and agent are used as a convention but are not differentiated by the ACD Any position may have a NIGHT key Removing positions removes them as ACD agents or supervisors Positions still function as PBX lines unless removed using ASDT see NEAX2400 IMX Office Data Specifications If changing the Tenant Number My Line number or ACD line number with the ASDT ASTN commands PBX the position must first be deleted using the ACDPSN command before changes using the ASDT ASTN commands may be made See the procedure below STEP 1 Delete the ACDPSN data of ACD agent supervisory position STEP 2 Change the number using ASDT or ALGSL ALGSN STEP 3 Assign the changed number and other data in the ACDPSN data See Section 2 3 1 System Capacity in Chapter 2 for maximum number of ACD positions per ACD in the IMX System If an invalid PBX or ACD line number is programmed in ACDPSN it may cause erroneous CW lamp problems There should only be two lines on an ACD position the My line and the ACD line If other lines are programmed on an ACD position the MIS
364. one number is programmed in ASIST NIGHT and EMGCY ACDTG Logical route 1 254 is programmed in ALRTN ACDTN Telephone number is programmed in IVR Pilot Number and Operator Access Code CHAPTER 5 NDA 24282 E Page 182 Revision 1 0 OFFICE DATA DESIGN The following operation codes OP CODE are not available for OAI system when OAI and ACD system are used together in the same Fusion Network See AOKC command in Chapter 7 for details MSF F KIND 1 OP CODE 185 191 TMF F KIND 2 OP CODE 248 255 Proper number of connection trunks must be prepared to prevent the traffic congestion If all connection trunks are busy ACD call distribution is not available If such a situation occurs program the CCV step as shown below Using this data setting ACD calls distribution to transfer to another agent position is avail able using the alternate routing function Transfer is assigned at CCV Step 20 The system is designed to select the alternating route assigned in Step 20 automatically if the connection Table 5 1 CCV for ACD CallsTransfer in case of Traffic Congestion 3 4 trunk is busy CCV step CCVACT Remarks 1 Queue Assign 2 Pause 3 Announcement 4 End CCV Be sure to assign End CCV by CCV Step 19 so that the call is not processed with CCV Step 20 Transfer Transfer Examples of alternating route dialed number of the transfer destination 20 Monitor Number in the self node
365. only when the agent position is in the off hook condition through the headset or handset and is not engaged in any other call If the agent position is engaged in a call when the ACD call arrives for example if the agent is talking on the LINE key then the ACD call will terminate as though Manual Answer was set CHAPTER 5 NDA 24282 E Page 202 Revision 1 0 Step 7 Step 8 Step 9 AUTOMATIC ANSWER ACD The answer mode change can be operated at any time a position is occupied AUTO ANSWER parameter in ACDSPL determines the default setting for this feature for a particular split each time an agent or supervisor logs in Agents can be restricted from changing their answer mode by not assigning an AUTO MAN key to the agent position In that case the split default will remain in effect When is left on hook in the auto answer mode the ACD line will ring as if it were set to the manual answer mode PROGRAMMING Step 1 Step 2 ACDSPL Assign whether the default ANSWER mode is automatic or manual after logging on In AKYD assign key to change the answer mode NDA 24282 E CHAPTER 5 Page 203 Revision 1 0 AVAILABILITY ACD POSITION ACD A 37A AVAILABILITY ACD POSITION ACD GENERAL DESCRIPTION After Call Availability allows a split to be assigned to either Automatic Available mode or Automatic Work mode This is referred to as the after call work mode In Automatic Availab
366. ontrol Vector CCV step that would cause a call to be queued to the split is ignored The CCV processing will continue until a queuing or transfer step is reached Any Pause and Announcement steps that are encountered between the ignored queuing step and the subsequent queuing transfer step are also ignored After the call is queued to another split or transferred to a PBX number the CCV processing will continue in a normal fashion with every Pause and Announcement step processed normally OPERATING PROCEDURE The DO NOT DISTURB option is implemented through ACDSPL The command data is on a split wide basis The following example illustrates how the feature functions Do Not Disturb CCV Example Step CCV INSTRUCTION DETAIL DATA CCVACT CCVACT DATA 1 10 QUEUE TO SPLIT 5 2 1 PAUSE 15 3 2 ANNOUNCEMENT 3 4 1 PAUSE 22 5 8 CONDITIONAL QUEUE TO SPLIT 12 6 2 ANNOUNCEMENT 4 1 Split 5 has been programmed to be placed DO NOT DISTURB mode when agents are not logged onto the split There are no agents logged onto Split 5 2 Acallto an ACD pilot number processes the CCV shown above 3 Queue to Split 5 in Step 1 is ignored because Split 5 is in DO NOT DISTURB mode 4 Pause in Step 2 is ignored because the call was not queued during Step 1 5 Also the Announcement in Step 3 and the Pause in Step 4 will be ignored since the call was not queued 6 The conditional Queue t
367. or software ON The circuit is in use Blinking The circuit is out of service due to switch setting or software 1 sec 5 Switch Settings Standard settings of various switches on this circuit card are shown in the table below SWITCH SWITCH TYPE AND FUNCTION NAME ELEMENT POSITION MEANING Toggle Switch Make Busy entire UP Take circuit card out of service ME circuit card DOWN Normal operation Piano keys UP left Normal operation MBO MB3 Busy out individual 0 3 f circuits DOWN right Take corresponding circuit out of ser vice Dip Switch SWO 1 4 Must be ON DIP Switch ON Firmware control DSR always ON 5 Received framing bit 1 4 control Note OFF Hardware control DSR set by DTE standard setting DIP Switch ON Firmware control DSR always ON SFBS Sent framing bit 1 4 control Note OFF Hardware control DSR set by DTE standard setting DIP Switch Standard setting RSBS Not used 1 4 OFF DIP Switch Standard setting ECSL Not used 1 4 OFF Note Each switch element 1 4 controls the corresponding circuit 0 3 NDA 24282 E CHAPTER 4 Page 157 Revision 1 0 PA 4DTLA 4DTL 6 External Interface Accommodation of the LT connector leads of this circuit card and connecting route diagram are shown below a LT Connector Lead Accommodation when this circuit card is mounted in PIMA LT Connector Accommodati
368. ost are installed in a system together LAN network directly connected ACD Positions with these terminals should be separated by the router E L L C HUB L A N L A N PBX IVR Host Router Note MIS 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 See 10 LANI g 000 LPM L 5 __ eile s ley IB ao Sn BASEU 10BASE T Straight Note When the client MIS IVR Host are installed 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
369. ote 3 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 Ifthe MAT or SMDR has been connected with external LAN already this data assignment is not necessary STEP 3 STEP 4 STEP 5 STEP 6 CHAPTER 3 Page 36 Revision 1 0 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 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 etc 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 Data Design Save the DM ACD data memory into the HDD by using MEM HDD NDA 24282 INSTALLATION 5 UPGRADING ACD SYSTEM FROM NEAX2400 ICS TO NEAX2400 IMX Figure 3 17 and Table 3 1 show the requirements when upgrading the CallCenterWorX Enerprise ACD sys tem from NEAX2400 ICS to 2400 IMX 5 1 HARDWARE AND SOFTWARE REQUIREMENTS Client MIS PBX 8 Server MIS Router 9 IVR Host 10 See Table 3 1 Note 1 5 6 7 8 are not necessary for the ACD w
370. party 7 The ASSIST lamp at the agent s position starts to flash and the display changes to MONITOR ANSWERED 8 Atthis point the supervisor is able to release the call or to barge The latter option results in a three way call involving the supervisor the agent and the calling party To initiate the barge the supervisor presses the MON BARGE key the ACD system responds with a BARGE prompt The supervisor can enter 1 to affirm the barge at which point the agent and calling party are sent an intrusion tone The supervisor can cancel the monitor activity by either pressing the MON BARGE key or by entering NDA 24282 E CHAPTER 5 Page 269 Revision 1 0 MONITOR ME ACD SERVICE CONDITIONS 1 2 This service requires the three conference trunk During the barge three way conversation any of the three parties may release themselves from the call the other two parties remain connected The monitor activity which is silent is automatically canceled if the agent transfers to another party If the connection between the calling party and the agent is terminated prior to the supervisor s response to the monitor request the request is automatically canceled While the supervisory position handles the ACD call the LCD display for the service indication for MONITOR MF see OPERATING PROCEDURE for details of indication and the chime informs the supervisory position with the request On the LCD of agent position MONITOR B
371. plains the maintenance diagnoses according to system messages and fault repair of the NEAX2400 CallCenterWorX Enterprise ACD System APPENDIX A GLOSSARY This appendix gives explanations of ACD related terms APPENDIX B FIELD VALUES FOR ACD SCREENS This appendix gives descriptions of all data values entered into MAT command screens when configuring and managing an ACD system APPENDIX C ACD SERVICE IN FUSION NETWORK This appendix gives descriptions of the ACD service activated between two fusion nodes through Fusion link NDA 24282 CHAPTER 1 Page 1 Revision 1 0 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 and 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 RELATION TO THIS MANUAL Installation Manual When performing installation installation tests use the manuals named in conjunction with Chapter 2 General Information Chapter 3 Circuit Card Manual Installat
372. priority Pilot name Name displayed when a call is answered at positions b blank op snal Pilot number A directory number that calls can be presented to Personal up to 5 NN ACDPLT pilot numbers are not programmed here digits q Position The My Line of the ACD position upto5 digits none required Queue Priority at which a call from this trunk group route is placed 1 high 1 priority in the queue 250 low q Route to Method used to route a call when presented to this pilot CCV number Options are index e CCV index and step number 1 900 CCV e Week Schedule reference number and step 4 1 20 index 1 required step 1 schedule 1 10 Split name Name displayed at positions at logon time hs 2 blank Sptional Split number Number that references a split 1 250 1 required Split priority Used when assigning calls to agents in multi split mode 1 250 1 required i Maximum number of splits assigned to this tenant 1 250 1 APPENDIX NDA 24282 Page 460 Revision 1 0 FIELD VALUES FOR ACD SCREENS Table B 1 Field Values for ACD Screens 7 8 DEFAULT REQUIRED FIELD NAME DESCRIPTION VALUES SETTING OPTIONAL Splits Designates what splits are allowed All or up ACDLOG to 4 different All required splits Splits allowed Number of splits allowed to position 1 250 or 1 ACDPSN Any q Stranded calls
373. quired Not Required Work Available Automatic Manual Maximum Queue Depth 1 700 5 1000 In increments of 5 No Yes Break Vacant 0 9999 seconds 0 indefinite Assist Monitor Me 1 Break Type 9 Break Types Night Pilot Number SPACE feature not used Assistance Number SPACE feature not used Emergency Number SPACE feature not used Recorder No 1 5 or 0 feature not used Queue Do Not Queue Allow Restricted Ring Auto Work No Auto Work Answer Auto Work No Auto Work Dial Auto Work No Auto Work Release Auto Work No Auto Work No Calls Accepted Agent Available 1 250 Calls in Queue 1 699 Light 0 700 Flash 0 700 Index number 1 900 Step number 1 20 1 255 seconds or 0 Feature Not Used ANALOG WORK MODE TIMEOUT 0 9999 seconds HOT SPLIT AGENT PRIORITY QUEUING WORK MODE TIMEOUT REQUIRE TALLY PER CALL 0 Indefinite No Yes Agent Queuing Options Available since the PBX software Series 7400 and ACD software R3 Out of Service In service Allowed Rejected Tally Required Available since the PBX software Series 7400 and ACD software R3 Not required Required LOGOFF WARNING CRITERIA Logoff Warning Available since the PBX software Series 7400 and ACD software R3 Disabled Calls gt Agents number of calls in queue 1 9 NDA 24282 CHAPTER 7 Page 387 Revision 1 0 ACDSPL ASSIGNMENT OF ACD SPLIT DATA 4 Assignment a
374. r to the table below PROTOCOL ERROR CODE CONTENT OF FAULT 01 TCP Connection disconnected Normal Note 1 02 Reception of a text which cannot be analyzed Note 2 03 09 Not used 10 0A TCP Connection disconnected on the way Note 2 03 11 0B Transmission to PZ PC19 LAND is disabled Permanent Note 2 12 0C Abnormal UAP is detected by Heart Beat function 13 0D Not used 14 0E TCP IP Connection Error B level Infinite Loop etc 15 OF 255 FF Not used ETHER TCP IP Note 1 This error code shows that the Host UAP is down manually The option not to output this detail message at some offices be programmed using SYSI INDEX664 in ASYDL Messages other than ERR 01 are output when TCP connection disconnected is not output Note 2 This data is output when using PBX software Series 7300 or earlier If installing PBX software Series 7300 or later this information is output in the system message 26 CHAPTER 9 NDA 24282 E Page 438 Revision 1 0 SYSTEM MAINTENANCE Fault logical channel number LCID 01 10H 00 means the data is invalid Relation between LCID and PBX TCP port number LCID TCP port number of the PBX When the PBX software Series 7300 and the ACD software R2 or the later software are installed Fault port number 0 5 Communication Protocol 03 ETHER TCP IP Error Code ERR Refer to the table below PROTOCOL a
375. rammed in ACSIL in advance Note 2 For Business System A Administration Station is assigned here Note 3 Valid for countries except Australia U S A and Canada CHAPTER 7 NDA 24282 E Page 358 Revision 1 0 AMNON Assignment of Monitored Number for NDM Monitored Number Data NDM Programming Sheet NETWORK NETWORK UCD CONTROL MONITORED NUMBER UCD DEGRADE TELEPHONE NUMBER MONITORED UCD NUMBER N_MNO INDEX N_NMI 0 1 TELN MAX 5 DIGITS 1 4095 MAX 5 DIGITS ADMIN GUEST A G A G NDA 24282 E CHAPTER 7 Page 359 Revision 1 0 ACNO Assignment of Conversion Number Data ACNO Assignment of Conversion Number Data 1 Function ACNO is used to direct a specified ringdown type trunk route to a specific monitored number monitored number is the same as a pilot number Note This command does not apply to self directing type trunks i e DID TIE Lines 2 Precautions 1 Prior to this command program the monitored number by AMNO and ACDPLT 2 Do not program the Direct in Termination service data against the route assigned by this command 3 Parameters RT Route Number Must be Ring Down Trunk TN Tenant Number of Monitored Number MNO Monitored Number as programmed in AMNO CHAPTER 7 NDA 24282 E Page 360 Revision 1 0 ROUTE NUMBER RT 1 255 ACNO Assignment of Conversion Number Data Conversion Number
376. rd CHAPTER 4 NDA 24282 Page 42 Revision 1 0 PA CP53 CPU PA CP53 CPU 1 Function This circuit card is the CPU card Central Processing Unit which controls the ACD Circuit Card Type Sys tem Using V60 microprocessor 32 bits this CPU card provides programs and data memory The card is equipped with EPROM of 2MB and SRAM of IMB respectively ACDP LOCAL BUS RS 232C Non protocol ACD MIS bee eee Ee ee ceu l SYSTEM CPU LPRJ A ACD in IMX system Circuit Card Type Position within the system 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 o2 04 05 06 07 08 09 10 11 12 Note indicates the mounting locations of this circuit card b When this circuit card is mounted in PIMB Mounting Module PIMB o2 o 05 06 07 08 09 10 11 12 13
377. ress the AUTO MAN key The lamp goes out and MANUAL ANSWER is displayed The agent enters the ACD call manual answer mode When an incoming ACD call is terminated press the ACD CALL key to answer it Monitor number name Split name Trunk Group name waiting time in the queue and calling party s number etc is displayed and the time to be spent for the conversation is displayed When the call is over press the RELEASE key NDA 24282 SYSTEM OPERATIONS 2 3 WORK MODE a START END b START Work mode manual setting Use the following procedure to enter Work mode when the contents of the ACD call requires it Press the WORK key during communication with an ACD call The lamp lights up and WORK PENDING is displayed Press the RELEASE key WORK MODE is displayed indicating the Work mode End of work Press the WORK key The lamp goes off and READY is displayed Work mode ends and the position becomes available for receiving the next ACD call Work mode automatic setting Use the following procedure if it is required to activate the Work mode automatically after every ACD call Press the RELEASE key during communication with an ACD call An incoming ACD call is completed WORK MODE is displayed indicating the Work mode End of work Press the WORK key The lamp goes off and READY is displayed Work mode ends and the position becomes available for receiving the next ACD call NDA 24282 CHAPTE
378. riority and priority 250 calls have the lowest priority Calls with a higher priority will be serviced in the order in which they were queued before calls with a lower priority regardless of the waiting time of the calls with a lower priority A particular call s priority is determined by the following factors 1 Call origination incoming trunk or internal station 2 Call transfer by attendant or station 3 Pilot number dialed 4 CCV priority change steps OPERATING PROCEDURE When implementing a system which will use multiple priorities for incoming callers there are several important concepts to keep in mind HIGHEST PRIORITY CALLERS ALWAYS GO FIRST Callers with a higher priority are always serviced before those with lower priorities As a result of this a low priority call could remain in queue forever or at least as long as higher priority calls continue to arrive This situation can be rectified by proper CCV programming After a low priority call has been in queue for some amount of time a New Priority step in the CCV can change a call s priority It should be changed to something at least as high as if not higher than the highest priority in use for other calls In this way a low priority caller is only penalized kept at a low priority for a certain amount of time after which it will be treated similarly to the higher priority calls coming in DETERMINING TRUNK CALLER PRIORITY The priority of an in
379. rmal 02 Incorrect text format is received 1 Check the software operation on the Host side 2 Check the LAN cable connection status 03 TCP IP connection is released due to the TCP port disconnection order from the Host Re start the Host computer 04 TCP port is released due to the detection of abnormal state in the Host operation Re check the operation status of Host 05 TCP IP connection cannot be established due to the connection port capacity over The number of allowed ports for application use via TCP IP must be 16 or less Adjust the total port number within this range Host is still in abnormal status If yes Host is out of order Repair the Host computer Tfno PZ PC19 LANI card is of order For the replacement procedure see the NEAX2400 IMX System Operations and Maintenance Manual CHAPTER 9 Page 450 Revision 1 0 NDA 24282 E SYSTEM MAINTENANCE 42 2 BAD CALL NOTIFICATION Perform the diagnostic work followed by System Operations and Maintenance Manual FAULT RECOVERY PROCEDURE 5 1 BEFORE STARTING FAULT RECOVERY After the fault diagnostics based on fault information such as the alarm and system messages the next procedure to be done is the fault recovery Before proceeding to this it is required to examine when it should be started by comparing the emergency of repair and its influences Particularly when the fault is dete
380. rmined in the ST BY system the work should be done at night when the ACD system is operated less frequently The fault recovery procedures can be divided into those on the ACD system and those on the MIS as shown below Fault information Collection Section 4 2 Diagnostics from System Messages ACD System Fault Recovery See Section 5 2 MIS Fault Recovery See Section 5 3 Figure 9 4 Flow of Fault Recovery Procedures 5 2 ACD SYSTEM FAULT RECOVERY PROCEDURES See the NEAX2400 IMX System Operations and Maintenance Manual for the fault recovery procedure related to the ACD system shown below 1 ACDP of Fault Fault occurs intermittently at ACT side 2 ACDP of Fault ST BY side is faulty NDA 24282 E CHAPTER 9 Page 451 Revision 1 0 SYSTEM MAINTENANCE 5 3 MIS FAULT RECOVERY PROCEDURES This paragraph describes the fault recovery procedures related to the MIS in the order shown below 1 MIS Restart Processing Step 1 selecting MIS System Stop cause the MIS to cease operating Step 2 Turn off the power supply to the MIS After 5 6 seconds turn on the power supply again Step 3 MIS starts up Step 4 Perform operation tests of the MIS 2 Check on Connection Cables Check to see if the cable is connected between the MIS and the NEAX2400 IMX CHAPTER 9 NDA 24282 E Page 452 Revision 1 0 APPENDIX A GLOSSARY ACD ACDP ACD line ACD MAT After call mode Agent
381. rom an attendant console The attendant transfers the calling party to the ACD by dialing a pilot number RBT is provided to the attendant At this point the attendant may either complete or cancel the transfer If the attendant completes the transfer the transferred party will begin processing the CCV including all announcements Note that except for transfers across CCIS no CCV processing is done while the attendant listens to RBT The attendant must complete the transfer before CCV processing takes effect For attendant transfers across CCIS CCV processing will begin when the attendant first receives RBT SERVICE CONDITIONS 6 Any calling party except attendants may be transferred into a split queue For attendant transfers to a split queue across CCIS CCV processing will begin when the attendant first receives RBT However for non CCIS attendant transfers to a split queue CCV processing will begin only after the attendant completes the transfer Except for calls across CCIS attendants are only allowed to transfer calls to pilot numbers They may not call pilot numbers directly If an attendant dials pilot number directly the call is ignored and the attendant will hear RBT indefinitely If an attendant dials a pilot number directly across CCIS the call will be treated as a normal trunk call If an agent or PBX station user transfers a call to a split queue and hangs up before the agent at the destination answers recall does
382. runk tested is set Answering by ACD agent position Check that conversation can be held normally after answering NDA 24282 E CHAPTER 6 Page 315 Revision 1 0 ACD SERVICE FEATURES FUNCTIONAL TEST PROCEDURES NAP 215 102 Sheet 1 1 Call Distribution to Agents Agent Position ELC DLC START LC Log off all ACD agent supervisory positions X C O trunk incoming e EI Place C O trunk calls from station A B and C to stations D E and F Log on at agent position The incoming call trunk groups are distributed in the split One of the agent positions in the split releases the after call work mode Incoming at ACD agent positions Answering by ACD agent positions Check that conversation can be held normally after answering A Release at ACD agent positions The agent positions should not be in the Automatic After Call Work mode L A Check that the calls are distributed in the incoming order Apply the test procedure above to all splits END CHAPTER 6 NDA 24282 E Page 316 Revision 1 0 ACD SERVICE FEATURES FUNCTIONAL TEST PROCEDURES NAP 215 103 Sheet 1 1 NPQ Non Priority Priority Processing Queuing Hout ueuing Route Agent Position ELC DLC START wea T2 COT off all ACD agent supervisory positions ES Hen Priority C
383. runk to be processed by the other ACDPs is included in the report CHAPTER 5 NDA 24282 E Page 188 Revision 1 0 OFFICE DATA DESIGN Network Configurations The following are examples of ACD system configuration in a Fusion Network where single ACDP is provided and in a network where multiple ACDPs are provided The following examples show how to change a network with a single ACDP into a network with multiple ACDPs For settings see Data Programming in this section Type Non ACD system as an example for comparing with the other systems PBX1 Note 1 ACD calls can be transferred to this system from other ACD systems via the data programming of PBX3 in Type Ill Type Il ACD stand alone system ACD system provides ACD function in the self node only PBX2 ACDP Note 2 ACD calls can be transferred to this system from other ACD systems via the data programming of PBX4 in Type III Type 1 Systems using ACD Trunk in a Fusion Network PBX3 System providing ACD trunks only 4 System providing ACD trunks and ACD positions Type IV Systems using AGENT ANYWHERE PBX3 PBXA4ACDP PBX5 PBX6 ACDP PBX5 System providing ACD trunks and ACD positions 6 System providing ACD trunks and ACD positions Additionally the node providing VNDM CN of VNDM and NCN Figure 5 1 Legend The following are example config
384. s KEY CODE OAI Key Code 1 31 F KIND Kind of Facility 1 MSF Terminal Mode Set Facility 2 TMF Terminal Multiple Information Transfer Facility 3 OAC OAI Access Code Request 4 KTF Key Code Transfer Facility 5 15 Not used C TONE Confirmation Tone Confirmation Tone 1 No Tone NND Number of Necessary Digits available for F KIND 3 only OP CODE Operation Code 128 thru 191 for F KIND 1 192 thru 255 for F KIND 2 Note 1 The following operation codes are not available for OAI system when OAI system and ACD system are used in the same Fusion network When F KIND I MSF OP CODE 165 191 When F KIND 2 TMF OP CODE 248 255 CHAPTER 7 NDA 24282 Page 342 Revision 1 0 AOKC ASSIGNMENT OF OAI KEY CODE OAI Key Code Data Programming Sheet OAI KEY CONFIRMATION CODE KEY KIND OF OPERATION TONE CODE FACILITY CODE FUNCTION KEY F KIND OP CODE FKY ieee 1 15 0 128 255 Note 1 Note 2 187 Break 252 Auto Manual AUTO MAN Not used 253 Work 188 Night NIGHT Trunk Trouble Report TRK TRBL 189 Tally TALLY 254 Assistance ASSIST 250 255 Emergency Recorder EMER 190 Log on off LOG ON OFF Not used 191 Monitor Barge MON BARGE Not used 249 CW lamp Not used Note 1 For the quick reference table of KEY CODE and KYN refer to AKYD command Note 2 Confirmation Tone C TONE 0 1 2 Confirmation Tone No
385. s The face layout of lamps switches and connectors of this circuit card is shown below OPE LSS MB sw12 ONLINE1 4 SW3 ON LINEO E R gt MB REQ 4 Swo2 R gt OFF LINE swo1 SW swo 4 Lamp Indications The contents of lamp indications of this circuit card are shown in the table below LAMP NAME OPE Remains lit while this circuit card is operating in ACT mode ON LINEI Remains lit while PORT 1 is in on line state ON LINEO Remains lit while PORT 0 is in on line state CHAPTER 4 NDA 24282 Page 84 Revision 1 0 PA IO02 A IOC 5 Switch Settings Standard settings of various switches on this circuit card are shown in the table below SWITCH STANDARD NAME SWITCH NO SETTING SETTING MEANING MB UP Circuit card make busy DOWN Circuit card make idle MB REQ UP Circuit card make busy DOWN Circuit card make idle OFF LINE UP Setting is inhibited MIDDLE Fixed DOWN Setting is inhibited SETTING OF IOC EQUIPMENT NUMBER Sets IOC Equipment Number 0 Sets IOC Equipment Number 1 Sets IOC Equipment Number 2 NI N AJ XIX XXIX XXXIX x NDA 24282 CHAPTER 4 Page 85 Revision 1 0 1002 IOC SWITCH STANDARD SWI for Port 0 DATA TRA
386. s Actually these agents are more accurately described as machines because the feature was intended for use with answering machines dictation machines voice mail machines etc The feature is named Hot Split because all members of the split must be automatic agents There cannot be a mixture of standard agent positions and hot agent positions in the same split Due to the nature of the equipment expected to be used for this feature it was designed to accommodate only analog station equipment or 3 for those familiar with PBX database assignments stations in particular cannot be used for members of a Hot Split A member of a Hot Split is called a Hot Position OPERATING PROCEDURE 1 A Hot Position is idle and therefore in the Ready Mode This station is the only assigned member of a particular Hot Split Let s say it is an answering machine 2 call arrives to the Pilot Number for this Hot Split and immediately rings the Ready agent 3 The agent answering machine automatically answers and does what answering machines do Meanwhile another call arrives for the Hot Split and is placed in queue 4 Hot Split is programmed for 15 seconds of After Call Work Mode Timeout This allows the answering machine sufficient time to rewind or reset before the next call rings through 5 first caller hangs up The agent enters After Call Work Mode for 15 seconds 6 After 15 seconds the Hot
387. s Transfer to PBX Numbers Trunk Groups Note Personal Pilots Pilots and Analog Access Codes cannot exceed 4 000 Note Due to the amount of memory allocated to the ACD database use consecutive numbering when possible 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 data to be used in calculations 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 delay 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 be increased Note the number of agents is dependent on the customers From the MIS the supervisor can change the office data related to the ACD including the C O call destination overflow con
388. s either the key and the number are used for the ASSIST feature or they are used for the Monitor Me ACD M 89A feature The choice is indicated through an ACD MAT command on a split wide basis When a Personal Emergency or Personal Assist call destination is a station which has Call Forward All Busy or Don t Answer set the call will not be forwarded PROGRAMMING Step 1 ACDLOG Personal Assist Request number Personal Emergency Request number Step 2 ACDSPL ASSIST key or MONITOR CHAPTER 5 NDA 24282 E Page 284 Revision 1 0 QUEUING ACD Q 1A QUEUING ACD GENERAL DESCRIPTION There are two queues for every split One queue contains a prioritized list of callers waiting to be connected to agents and the other queue contains a list of agents waiting to be connected to callers starting with the agent who has been ready the longest A queue will be empty when there are no waiting callers or no waiting agents If agents are available to handle a call the agent queue contains a list of the agents starting with the highest priority preference level agent who has been waiting the longest period of time for a call and ending with the lowest priority agent who has been waiting the shortest period of time for a call Refer to Call Distribution to Agents ACD C 35A and Multi Split Agent ACD M 90A for related information If callers are waiting to be connected to agents the call queue contains a list of the calls st
389. s who will be provided with such computer equipment We would expect most Supervisors to have access but certainly other individuals may have a need for such information as well SERVICE CONDITIONS Every position in the ACD may be a member of the same split PROGRAMMING Refer to Assignment of ACD Split Data in Chapter 7 NDA 24282 E CHAPTER 5 Page 293 Revision 1 0 SPLIT DISPLAY ACD POSITION ACD S 97A SPLIT DISPLAY ACD POSITION ACD GENERAL DESCRIPTION The name of the split that a position belongs to can be displayed while the position is in Vacant mode This maintenance feature helps the user determine which positions belong to which splits OPERATING PROCEDURE 1 While the position is Vacant press the AUTO MAN key or the WORK key 2 Two four second displays will follow each other providing some brief statistics pertaining to the split this position belong to the current queue depth and wait time of the longest caller is displayed first 1 WAIT 4 38 the name of the split and an estimated time to answer ETA for a call just arriving is shown second SALES 5 45 3 display returns to VACANT SERVICE CONDITIONS 1 This feature is only available when the position is unoccupied 2 agent s display will show SPLIT ANY if the position is programmed as an any split position and attempt is made to use this feature PROGRAMMING None CHAPTER 5 NDA 24282 E Page 294 Revision 1
390. s circuit card is mounted in PIMB LT Connector Accommodation Accommodated in in 2 1 LTO 2 4 6 7 9 Connectors LT1 3 5 8 10 Connectors Hep NH Hep NH SmNDOROMEO Note Only LT6 outputs the signals shown in LT Connector gt LTO LT1 LT2 174 LT5 LT6 LT7 LT8 179 LT10 Slot No gt 00 01 02 03 04 105 06 07 los 09 10 111 12 113 14 15 16 17 18 19 20 21 22 23 Group No PIMB Highway Block 2 3 1 29 ee sae ee 2 13 2 1 9 Figure 4 4 LT Connector Leads Accommodation of PIMB 1 2 NDA 24282 CHAPTER 4 Page 105 Revision 1 0 PA 16ELCDD ELC LT Connector Accommodation in 22 1 LTO 2 4 7 9 Connectors LT1 3 5 8 10 Connectors 1 2 3 4 5 6 7 8 9 10 11 12 13 a MAME SmNOOROMEO LT Connector
391. s of ACDPs b Do not duplicate the monitor number in ACDPLT data agent position including analog ACD positions and agent positions in a Hot Split s number in ACDPSN and IVR access number in ACDIVR command data at multiple ACDP nodes NDA 24282 E CHAPTER 5 Page 193 Revision 1 0 OFFICE DATA DESIGN 3 Some notices for PBX commands data programming are described below See Figure Network Configuration of ACD systems for network configuration of ACD systems Type and Node PBX Command Data Monitor Number Data Back up UCD Note Conversion Number Data Announcement Dictation Data OAI Key Code Data Key Data for D Service Feature Restriction Class Data Station Hunting Group UCD Data Assign data by the corresponding commands written in DM Assign data by the corresponding commands written in NDM Assign data by the corresponding commands written in LDM when the call is not terminated from other nodes UCD for Fusion service must be used for the back up UCD ZO Note Whena COT card is used for back up UCD assign the UCD pilot number for the destination of RT and TK for COT card using ACSI command data The system may not be operated normally if the above mentioned data especially system data in item 1 is not programmed correctly or the required software also described in item 1 is not installed yet Data to be checked if th
392. s unavailable and WORK MODE is displayed The work lamp is lit until it times out or is pressed by the Agent Step 3 If the agent presses the WORK key before the ACD call is disconnected the WORK lamp is extinguished and the Automatic Available mode is selected for this call only Step 4 After releasing the call and entering the Automatic Work mode the agent must press the WORK key to leave the Automatic Work mode and become available to receive new ACD calls unless the timeout mode is set in ACDSPL CHAPTER 5 NDA 24282 E Page 204 Revision 1 0 AVAILABILITY ACD POSITION ACD SERVICE CONDITIONS Step 1 after call mode can be operated whenever a position is occupied Step 2 When a position is forced into the Automatic Work mode immediately after an agent or supervisor logs on the WORK key must be pressed to begin receiving ACD calls When the first and all subse quent ACD calls are received a split parameter will automatically set the appropriate after call mode for the position Step 3 conditions for Automatic Available Automatic Work mode can be set on a per split basis The operating mode can be changed either from the ACD MAT or from a MIS terminal Step 4 During after call Automatic Work mode no ACD incoming calls are allowed to terminate to the ACD position However non ACD incoming calls are terminated or originated from the position s MYLINE PROGRAMMING Assign WORK key to the agent positio
393. same value FPC must be set to these indexes Note 2 Assign 0 for the node using ACD service in the self node only Step 2 ASYDN 5 51 INDEX514 usage Step 3 Data programming procedures other than Steps 1 2 are the same as those for the non Fusion system ACD stand alone system However note which data is necessary for the node providing ACDP The others are set to all Fusion nodes in which ACD trunks or ACD agents are installed Data required for the node that accommodates ACDP ASYD SYS1 INDEX2 b0 1 ACDP is used SYS1 INDEX207 b0 1ZACDPO is used SYS1 INDEX207 b1 0 12ACDPI is not used used Note 4 ASYDL SYS1 INDEX864 b0 1 Built in ACDP is used Note 3 PBX command data such as AKYD AOKC ASFC is set to all nodes in a Fusion Network Note 4 Not used in Internal ACD NDA 24282 E CHAPTER 5 Page 185 Revision 1 0 OFFICE DATA DESIGN 22 2 MULTIPLE ACDPS IN A FUSION NETWORK General Information This feature allows multiple ACDPs in a Fusion Network Since Series 7400 software establishing the CCIS line is not necessary to use ACD function through the network The network user can transfer ACD calls to the remote node with an FCCS line and fusion service can be used by establishing a Fusion Network As for ACD incoming calls calls terminated to ACD trunk can be distributed to the remote node regardless of the self node or the remote node This feature is available since the PBX software Series 7400
394. se from monitoring for a moment But the system will automatically reconnect the monitor again CHAPTER 5 NDA 24282 E Page 262 Revision 1 0 MONITORING ACD SUPERVISOR ACD CAUTION The use of a monitoring device to eavesdrop may be illegal under certain circumstances and laws Legal advice should be sought before implementing any practice that monitors a telephone conversation Some federal and state laws require the monitoring party to use beep tones to notify all parties to the telephone conversation or to obtain the consent of all parties to the telephone conversation Some of these laws incorporate strict penalties PROGRAMMING AKYD Assign MON BARGE function to a feature key NDA 24282 E CHAPTER 5 Page 263 Revision 1 0 MULTIPLE CUSTOMER GROUPS ACD M 29A MULTIPLE CUSTOMER GROUPS ACD GENERAL DESCRIPTION The system can be arranged to independently service more than one ACD customer tenant Ideally all components of the ACD system should be duplicated for each tenant but in reality some components can be shared Using multiple tenants in an attempt to circumvent limitations imposed at a per tenant level does not work since too many components end up being shared Tenant limitation exists for a reason often related to software design considerations Assigning a second tenant to take advantage of a tenant parameter may appear to work at first but blending all the other components of a multi tenant ACD can present
395. several difficulties OPERATING PROCEDURE No manual operation is required SERVICE CONDITIONS 1 Multiple tenants were designed to serve separate groups within one ACD system Each group should have separate telephone facilities MIS systems and personnel 2 Attempts to share resources will typically result in inaccurate statistics since calls which cross tenant boundaries cannot be adequately tracked by either system PROGRAMMING For consideration of the ACD tenant see Assignment of ACD Tenant Data in Chapter 7 Step 1 ASYD Assign the tenant development table data Separate or Common Tenant Data table development for the respective commands 0 1 Separate Common Note When 1 is assigned data must be assigned forTenant 1 TN 1 in the respective commands SYS1 INDEX92 bo System Data 2 AS YD command Special Access Code Data ASPA AASP AGSP commands bp Numbering Plan Data AGNP commands bs Station Data ASDT AAST AGST ALDN ASAT commands by Route Restriction Class Data 5 command bs Call Forwarding Restriction Data command SYS1 INDEX93 bo Service Feature Restriction class Data command Call Forwarding Data command bp TAS Data 8 command bs Speed Calling Data ASPD command by Route and Selection Translation Data O
396. sign the Week Schedule 2 ACDHS 2 Assign the Holiday Schedule 3 ACDHC 3 Assign the Holiday Calendar END DESCRIPTION Remove the Holiday Calendar O ORNO Figure 7 9 Assigning and Removing Holiday Calendar Information CHAPTER 7 NDA 24282 Page 412 Revision 1 0 ACDHC ASSIGNMENT OF ACD HOLIDAY CALENDAR ACD Holiday Calendar Data Programming Sheet ACD Tenant Month and Day TN MONTH 1 12 Schedule 1 3 S lt TY AJS NJ N AR ON oo N N N N N N EN N N N 4 N oo N o NDA 24282 CHAPTER 7 Page 413 Revision 1 0 ACDWS ASSIGNMENT OF ACD WEEK SCHEDULE ACDWS Assignment of ACD Week Schedule 1 Function This command is used to assign list print and remove week schedule data The ACDWS command is used to program the CCV by which all incoming calls are handled on a 24 hour basis Week Schedules Tenant Number ACD FPC40 Y Update Schedule z List CCV CCV Day Time Index Step 1 00 00 0 0 cose 2 00 00 0 0 3 00 00 0
397. sistance ACD Agent ACD A 35A Automatic Answer ACD A 37A Availability ACD Position ACD A 80A Announcements ACD A 85A Agent Personal Queue ACD A 86A Auto Work Mode for PBX Calls ACD A 91A Analog ACD Position ACD A 93A Alternate Night CCV ACD A 133A Agent Anywhere ACD B 20A Break Mode ACD B 21A Bad Call Notifications ACD C 35A Call Distribution to Agents ACD C 67A Call Transfer to Split Queue ACD C 68A Call Waiting Indication LCD Display CW Lamp ACD C 70A Calling Party Identification ACD C 108A Call Control Vector ACD C 110A Call Waiting Lamp with Chime ACD C 127A Call Forwarding Split ACD CHAPTER 5 NDA 24282 E Page 196 Revision 1 0 Table 5 2 ACD SERVICE LIST Continued OFFICE DATA DESIGN FEATURE CODE SERVICE NAME C 191A Call Recover ACD C 199A Connection Displays ACD D 133A Do Not Disturb Split ACD E 6A Emergency Recorder ACD F 10A Function Groups Splits ACD F 25A Flexible ID Codes ACD H 20A Holiday Scheduling ACD H 31A Hot Split ACD 1 99 Infolink Data Messages ACD L 19A Logon Logoff Position ACD L 48A Language Default ACD L 92A Logoff Warning ACD M 28A Monitoring ACD Supervisor ACD M 29A Multiple Customer Groups ACD M 79A Multiple Supervisor Groups Splits ACD M 88A MIS Operator Selection ACD M 89A Monitor Me ACD M 90A Multi
398. sonal Off chime queue calls Off no chime First chime will sound for the First Off ACDLOG first call placed in queue All chime will sound for each call All q placed in queue Call waiting The minimum number of calls in queue to this split before the i A RN 0 999 light call waiting lamp will light steadily 0 off 0 optional threshold Call waiting The minimum number of calls in queue to this split before the En 0 999 flash call waiting lamp will flash 0 off 0 optional threshold CCV index The index reference number to a specific CCV 1 900 none required APPENDIX B NDA 24282 Page 456 Revision 1 0 CCV step FIELD VALUES FOR ACD SCREENS Table B 1 Field Values for ACD Screens 3 8 DEFAULT REQUIRED FIELD NAME DESCRIPTION VALUES SETTING OPTIONAL One of up to 20 steps in a Call Control Vector See ACDCCV command for details Possible steps are listed below See below required ACTION Queue To Dequeue From Conditional Queue If Not Queued Go To Go To Transfer To New Priority Up Priority Announcement Hang Up Pause End Skip IVR Announcement Individual IVR ETA Less ETA Greater ETA Less ina specified split ETA Greater specified split Ring Delay ARGUMENT split number split number split number CCV index and step CCV index and step 1 10 priority 1 250 amount 1 250 number 1 58 seconds 1 999 percentage 1
399. ssociated privileges and restrictions SERVICE CONDITIONS 1 The PBX line is not essential to ACD operation Both agents and supervisors can operate without a PBX line Agents and supervisors would only lose the ability to place non ACD calls 2 Direct incoming calls to PBX lines are permitted When a call is received or placed on a PBX line it is tagged as a non ACD call by the MIS PROGRAMMING Refer to Assignment of ACD Position Data in Chapter 7 NDA 24282 E CHAPTER 5 Page 277 Revision 1 0 OVERFLOW ACD 10 OVERFLOW ACD GENERAL DESCRIPTION This feature allows an ACD incoming call which queues to a split for the predetermined period queue to another SPLIT automatically and simultaneously The agents capable of attendance ther earlier connection may be achieved The overflow destination can be a split extension announcement IVR trunk attendant console etc Overflow ACD feature indicates overflow to another split Operation Procedure None Service Conditions 1 When a call overflow to another split the call is queued to the original split and the overflowed split simultaneously The overflowed call can be overflowed again to another split Likewise a call can be queued onto four 4 splits simultaneously If simultaneous queuing is not required a queue done by overflow can be denied de queued by the office data Simple overflow by the predetermined period and conditional overflow are
400. stem Step 2 Monitored Number AMNON for Fusion Assign 1 on a parameter UCD Assign the control station number of the back up UCD per Monitored number CHAPTER 5 NDA 24282 E Page 180 Revision 1 0 OFFICE DATA DESIGN 2 2 ACD IN A FUSION NETWORK DATA ASSIGNMENT This section provides general information about ACD in an Fusion Network and also network establishment conditions data programming For the function differences this information is classified into the following two functions Function 1 Function 2 ACD agents in a node providing ACDP can answer the ACD incoming calls via access to ACD trunks in the remote node This is called ACD Trunk for Fusion in this manual ACD agents in multiple nodes can answer ACD incoming calls since multiple ACDPs can be provided in a Fusion Network PBX software Series 7400 feature This is called Multiple ACDPs in an Fusion Network this manual Note Feature A 133 AGENT ANYWHERE allows ACD calls to be terminated to agents in remote nodes since Series 7300 software See Section 3 ACD Service Feature in this chapter for details Conditions for Network Establishment 1 Telephone Number maximum 5 digits is used for the station number type both PBX line and ACD line to activate ACD system through Fusion Network Note 1 2 Logical Route 1 254 route numbers more than 254 are not available is used for the route type to activate ACD system
401. such as in a station to station call Bad Call Notification The trunk trouble report is logged to the MAT printer under the 6 H heading Bad Call Notification A special code within the 6 H report indicates the occurrence of the trunk trouble report Additional codes used within the 6 H report are described in detail under Section 3 2 3 Message Detail Data of System Message 6 in Chapter 9 OPERATING PROCEDURE 1 operations at the ACD agent position and the supervisory position are as follows a agent is engaged in an ACD call b The TRK TRBL key is pressed on the ACD agent position c TROUBLE REPORTED is displayed on the position for four seconds and the trouble is reported to both the ACD MAT and the MIS terminal SERVICE CONDITIONS There is no LED indication when the TRK TRBL key is pressed PROGRAMMING AKYD Assign TRK TRBL function to feature key NDA 24282 E CHAPTER 5 Page 297 Revision 1 0 TALLY COUNT ACD T 49A TALLY COUNT ACD GENERAL DESCRIPTION This feature allows agents to register the occurrences of several specific events using the dial keypad such as responses to various advertising method sales campaigns or calls from particular locations The MIS system is responsible for keeping a record of each event and may keep additional statistics for the various Tally Count events such as call duration If a particular Tally Count pertains to a specific phone conversation that Tally Co
402. sufficient ACD call records Auto print Excessive business stations agent PBX lines and Att s on ACD calls Auto print Excessive calls queued Reserved Reserved Auto print Unknown pilot number called 22 Count free call records once per hour if enabled 23 Invalid tenant specified for agent Auto print Illegal execution of ACD time out procedure 25 Pilot number illegally removed not by MAT 26 Attendant called pilot without held party 27 Position audit corrected locked agent enabling turns on audit 28 Call record audit corrected locked call record enabling turns on audit 29 Call recovered Auto print Pointer corruption detected and corrected 31 Call abandoned while on hold 32 Count total number of incoming messages once per hour if enabled Auto print ACD initialization complete Auto print Recover call failure due to bad pilot number Auto print Illegal ACD process trace stored NDA 24282 E CHAPTER 9 Page 443 Revision 1 0 SYSTEM MAINTENANCE 4 Auto Print and Tally Oh Codes Some Bad Call Notifications are always printed on the MAT because of their importance These codes are marked as Auto print in the above table All codes not marked Auto print are turned off when ACD is ini tialized but can be manually turned on using the Tally Oh code 075 To use press the Tally key on any agent or supervisor phone and enter 075 the two d
403. t the again CHAPTER 4 NDA 24282 E Page 126 Revision 1 0 PA 16ELCJ 16ELC 5 Switch Settings Standard settings of various switches on this circuit card are shown in the table below SWITCH SWITCH STANDARD NAME NO SEEING SETTING MEANING When APR J APA J is not connected When APR J APA J is connected Fixed ON Fixed in the system Fixed in the system Dual Port Mode Fixed in the system Fixed in the system 16ELC Mode 8DLC Mode Fixed in the system Circuit card make busy Circuit card make busy cancel Note 1 APR J APA J is an optional device to be connected to D and provides interface for analog terminal Note 2 By setting SW01 1 SWO1 7 as explained in the table below either APR J APA J or Data Adapter can be used Up to 16 circuits can be connected Up to 8 circuits can be connected Only voice is used Simultaneous communications of voice and data use of Data Adapter can be done Make this setting when using Data Adapter Up to 16 circuits can be connected Up to 8 circuits can be connected Simultaneous communications of voice and Simultaneous communications of voice and data use of APR J APA J cannot be done data use of APR J APA J can be done When either data or voice is used by changing over with APR J APA J NDA 24282 E CHAPTER 4 Page 127 Revision 1 0 PA 16ELCJ 16ELC 6 Ext
404. tance of agent positions as well as the functions of an agent position It may be equipped with the MIS Terminal DTE which can display the status of the ACD subsystem e 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 use to connect the client MIS e Group Supervisor This is the manager who uses a supervisory position to assist agent positions monitor them supervise their status using the MIS terminal and change the system configuration of an ACD group Every supervisor can be assigned an ID code e MIS Terminal DTE This is the MIS Data Terminal Equipment used to display the ACD status and or change the system config uration CHAPTER 2 NDA 24282 Page 16 Revision 1 0 GENERAL INFORMATION Supervisory Position 0 00 9 00 10 00 11 00 12 00 13 00 14 00 15 00 16 00 17 00 18 00 24 00 Night Mode Day Mode Night Mode N Night key pressed S Night key pressed Agent Position 1 Unavailable Available Break Break L Unavailable 22 HH NN ZZ TTT Log ON OFF key pressed E key pressed Log ON OFF key pressed Agent Unavailable
405. tation Trunks AADT Assignment of Announcement Dictation Trunks 1 Note 1 Function This command is used to assign display and delete announcement trunks for delay announcements night announcements etc Also used to assign display and delete Dictation Trunks for such purposes as Emergency Recorder Precautions Before LENS of announcement trunks or night announcement is changed inATRK the AADT command data should be deleted In addition if LENS data is deleted in ATRK by accident this command data is also deleted automatically Parameters TYPE 1 ANT Announcement Trunk 2 DCT Dictation Trunk NO ANT DCT Number Announcement 1 58 Dictation 1 5 D Availability of Disconnect Timer Available for TYPE 1 0 Disconnect timer not available 2 Disconnect timer available normal Note 1 MSGT Message Timer 2 120 sec 2 sec interval when shorter than 30 sec 8 sec interval when longer than 30 sec CP Connection Pattern Note 2 0 Multiple Connection 1 Single Connection WAIT Waiting Timer 0 30sec 2sec interval Note 2 CNT Number of Announcement Dictation Trunks 1 8 RT Route Number 1 255 TK Trunk Number 1 255 When Dz 1 msg disconnect timer is set at 30 seconds Note 2 Available only when the system data is programmed that the DAT control function is available ASYD SYSI INDEX449 b2 1 CHAPTER 7 NDA 24282 E Page 366 Revision 1 0 ANT DCT NUMBER ANT z 1
406. tation s Telephone Number Available for UCDz1 Note 1 A G Station type of Hotel System Note 2 A Administration Station G Guest Station MFC G 2 Signal Data for MFC 0 3 Note 3 0 ASFC SFI 59 0 and SFI 60 0 1 ASFC SFI 59 1 and SFI 60 0 2 ASFC SFI 59 0 and SFI 60 1 3 ASFC SFI 59 1 and SFI 60 1 Note Each monitored number must be assigned to different Monitored Number Index 0 can not be assigned at the first digit of the monitorednumber Note 1 When a C O trunk is used for UCD control station UCD controlling station number should be programmed in ACSIL in advance Note 2 For Business System A Administration Station is assigned here Note 3 Valid for countries except Australia U S A and Canada CHAPTER 7 NDA 24282 E Page 356 Revision 1 0 AMNOL Assignment of Monitored Number for LDM Monitored Number Data LDM Programming Sheet LOCAL LOCAL NUMBER UCD CONTROL ADMIN MONITORES MONITORED HED DEGRADE TELN NUMBER GUEST eee INDEX ein TELN A G L MNO 0 1 MAX 5 DIGITS 1 4095 MAX 5 DIGITS AIG NDA 24282 E CHAPTER 7 Page 357 Revision 1 0 AMNON Assignment of Monitored Number for NDM AMNON Assignment of Monitored Number for NDM 1 Function AMNON is used to assign monitored numbers into the PBX database The numbers programmed in AMNON will also be programmed into ACDPLT the
407. te that if this table is used all tenants from which ACD calls might originate including tenants 1 10 must be programmed As all ACD entities splits positions etc must still reside in tenants 1 10 ACDTN must still be programmed to provide the necessary tenant information mb System Data User Settings Tenant Settings Time Out Settings Update gt List 1 2 3 4 5 6 7 8 9 10 Close 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 51 52 538 54 55 56 57 58 59 60 Update System Data Parameters System Tenants Highlight the number of the tenant to be updated and select the Update option NDA 24282 CHAPTER 7 Page 419 Revision 1 0 SYSTEM INFORMATION Time Out Settings 1 Function This command maintains the ACD s system data for time out information It allows custom programming of some timers used by the ACD This data is critical to the operation of the ACD and should be modified with extreme caution Note Using the system defaults for Time Out Settings is highly recommended Information on this screen should only be modified at the direction of a NEC Technical Support Associate
408. ted then this split will accept Conditional Queue calls depending on the number of agents available in the split Example If 2 is entered as the number of agents that must be available in COND DETAIL then there will have to be at least 2 agents available in the split before it will accept any Conditional Queue calls If COND CALLS IN QUEUE is selected then the split will accept Conditional Queue calls depending on how many calls are already in queue in this split Example If 3 is entered as the number of calls in queue in COND DETAIL and there are more than 3 calls in queue this split will not accept Conditional Queue Calls 4 Handling of conditionally queued incoming ACD calls for a particular split Refer to CCV steps Call Control Vector Programming for programming conditional call handling 5 Logon IDs can be set either as required or not used in REQUIRE LOGON ID If a logon ID is required an agent must enter a logon ID before receiving access to the ACD system 6 When the split is in the QUEUE WHEN VACANT mode when no positions are logged on in the split either the Queue or Do Not Queue option may be programmed 7 The Assist key can be programmed on a split wide basis to function as an Assist key or a Monitor Me key in ASSIST KEY IS MONITOR ME 8 Work mode can be Allowed or Restricted on a split wide basis 9 Call Waiting lamp can be programmed with two queue thresholds It can light steadily when a spe
409. tenant in which it is assigned An ID code can only be used at one position at any given time Multiple logons with the same ID code are not permitted PROGRAMMING ACDLOG CHAPTER 5 NDA 24282 E Page 250 Revision 1 0 HOLIDAY SCHEDULING ACD H 20A HOLIDAY SCHEDULING ACD GENERAL DESCRIPTION Holidays may be programmed up to 365 days in advance On a holiday special call routing is in effect for up to eight time of day changes Three different holiday schedules one of which is used on any particular holiday may be programmed for each tenant OPERATING PROCEDURE See Time of Day Week Routing ACD 50 SERVICE CONDITIONS 1 Holiday schedule routing takes place only for those pilot numbers which route to week routing If a pilot number routes directly to a Call Control Vector CCV its routing is not affected on a holiday even if holiday routing has been programmed 2 Allincoming ACD traffic must follow the same routing CCV handling on a holiday PROGRAMMING Refer to Assignment of ACD Holiday Schedule in Chapter 7 NDA 24282 E CHAPTER 5 Page 251 Revision 1 0 HOT SPLIT ACD H 31A HOT SPLIT ACD GENERAL DESCRIPTION This feature was designed to accommodate Automatic agents of Hot agents That is to say agents who never log on never log off and never take breaks As soon as the ACD is online these agents are automatically logged on to the ACD and placed in the Ready Mode to take incoming call
410. th PBX Dialing ACD positions may be automatically placed in the Work Mode when an agent receives dial tone in order to place an outgoing call on their PBX line Break Types By simply pressing a digit 1 through 9 when entering the Break Mode the MIS systems can track more closely how an agent s time is being spent Call Recover Timer After a call has been assigned to an agent s position it is expected to be answered within a certain short period of time If the call is not answered it can be programmed to be recovered and placed back in queue At this time it will be connected immediately to another agent if one is available or will wait as the highest priority call to be connected as soon as one is available Call Waiting Chime On The Call Waiting feature includes an optional chime which sounds only at ACD positions which are in the Work Mode at the moment the CW light turns on or begins flashing Call Waiting Threshold The Call Waiting LED can be programmed to light when X calls are in queue and begin flashing when there are Y calls in queue The thresholds are programmed independently for each split Conditional Threshold Certain splits may be programmed to only accept overflow calls from other splits only if certain thresholds have not been exceeded Either too many calls in queue or not enough available agents can prevent conditionally queued incoming calls from reaching this split NDA 24282 E CHA
411. the BREAK key or LOGON key within the next 45 seconds The agent is placed in the appropriate mode The agent chooses to return to Ready mode in less than 45 seconds and presses the WORK key The agent is connected to a caller if there are calls in queue PROGRAMMING ACDSPL Work mode timer timeout 0 9999 sec NDA 24282 E CHAPTER 5 Page 309 Revision 1 0 ZIP TONE ACD Z 1A A ZIP TONE ACD GENERAL DESCRIPTION When an agent is operating in Automatic Answer ACD A 35A mode the system will provide an audible burst of tone to the agent s receive audio path before connecting an incoming ACD call OPERATING PROCEDURE The operation of this feature from the agent or supervisory position is as follows From Manual Answering status 1 AUTO MAN key is pressed 2 AUTO ANSWER is displayed 3 The AUTO MAN lamp lights steadily 4 The agent hears Zip Tone when an ACD call is connected SERVICE CONDITIONS 1 Tones a Normal ACD calls are introduced by a single burst of tone b Calls which may require special handling calls which have overflowed from another split calls which were call forwarded from another split by that split s supervisor and calls transferred by agents or other business stations are introduced by two bursts of tone PROGRAMMING None CHAPTER 5 NDA 24282 E Page 310 Revision 1 0 CHAPTER6 SERVICE FEATURES FUNCTIONAL TEST PROCEDURES After the installation test following
412. the handling of the ACD call Since most Call Control Vectors will present a call to a split as one of their first functions the pilot numbers appear as if they are connecting the ACD call to a split An ID can be associated with a pilot number This ID will be displayed at an agent s position when the agent accepts a call that entered the system via that pilot number An example of this display is TECH SUPPORT Refer to Calling Party Identification ACD C 70A for related information If an incoming ACD call enters the system through a pilot number and the receiving agent uses a pilot number to transfer the call to an agent in another split the transferred call will be identified by the ID associated with the former pilot number If an ID is not associated with the former pilot number the call will be identified by the ID associated with the latter pilot number For example an agent in Split A receives a call via a pilot number with an associated ID of SERVICE resulting in SERVICE being displayed at the agent s position The agent uses a pilot number to transfer the call to Split B Split B has an associated ID of PARTS The agent who receives the transferred call in Split B will have PARTS n displayed at his position If an ID was not associated with the original pilot number the agent in Split B will have PARTS displayed at his position SERVICE CONDITIONS Only the digits 0 to 9 may be used and are not al
413. the self node 1 253 SYS1 INDEX866 FPC number of the node that accommodates the ACDP 1 253 ASYDN SYS1 INDEX533 FPC number of the node that has the standard VNDM 1 253 assign the FPC number of the node providing ACDP CHAPTER 5 NDA 24282 E Page 216 Revision 1 0 BREAK MODE ACD B 20A BREAK MODE ACD GENERAL DESCRIPTION This feature allows an agent to take their position out of the queue without logging off or entering Automatic Work mode This feature is useful if the agent will be away from the position for a short time such as for lunch a coffee break etc Since the agent does not log off when using BREAK MODE no other agent may log onto this position The user can select for each split a single break type or nine break types If nine break types are selected for a split then whenever an agent in the split requests a break the agent is prompted for the break type The Navigator Management Information System MIS allows each break type to be defined with a six character string such as coffee or lunch This string will be used for Navigator MIS reporting purposes OPERATING PROCEDURE To activate BREAK MODE single break type 1 25 The agent presses the BREAK key and the associated lamp is lit If the agent is not on a call the display will show ON BREAK If the agent is on a call the display will show BREAK PENDING At the end of the call the display changes to ON BREAK To activat
414. thout ID code is displayed The supervisor answers the assistance call ASSIST XXXX Agent position name for the position with ID code or the ACD line number for the position without ID code is displayed The supervisor and agent can confer while the ACD call is held with Consultation Hold 2 10 EMERGENCY RECORDER The agent can notify the supervisory position of abnormal calls such as harassment and request monitoring If a recorder is provided the conversation can also be recorded START END The agent presses the EMER key EMER XXXX Supervisory name for the position with ID code or the ACD line number for the position without ID code is displayed If a recorder is provided recording of the call starts at the same time The ACD CALL lamp and the MONITOR lamp on the supervisory position blink When ringing starts the supervisory confirms the display of EMER XXXX Agent name or ACD line number Trunk kind Trunk number and presses the LINEkey Note The monitoring can be terminated when the supervisor presses the RELEASE key The call between the ACD call and agent position continues The recording ends When activating three way conference see 2 11 Monitoring Supervisory Override Note When the supervisor presses MON key while the agent is being monitored BARGE is displayed At that time the supervisor may enter the conversation by pressing 1 NDA 24282 CHAPTER 8 Page 433 Revision 1 0 SYSTEM OPERA
415. tion This circuit card is a line circuit card which supports the interface of 16 circuits or eight circuits of a 2W Digital Terminal based on TCM transmission system Time Compression Multiplex This circuit card can be used as eight circuit voice data digital line SDLC Mode and a 16 circuit voice only digital line circuit IGELC Mode and can be connected to any of the Series Differences in operations by mode are shown below DATA COMMUNICA NO OF CIRCUITS NO OF TIME SLOTS TION FUNCTION 8DLC Mode 8 Circuits 16 Time Slots Provided 16ELC Mode 16 Circuits 16 Time Slots Not Provided 16ELC o a INT COT C O Line 5 5 ti 21 16 pterm 8 5 5 pterm 15 L Note CPU Note In SDLC mode the circuit card is accommodated to 0 7 Position within the System CHAPTER 4 NDA 24282 E Page 124 Revision 1 0 PA 16ELCJ 16ELC 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 PIMJ Mounting Module PIMU A 00 01 02 Note Indicates universal slots for line trunk circuit cards b When this circuit card is mounted in PIMK Mounting Module P
416. tion will go into work mode available work available required Agent priority queueing Determines whether to use priorities when queueing available agents Priorities No Priorities No Priorities required Alternate night destination CCV Specifies the CCV to use for the pilot number s alternate night destination Index 0 900 0 not used Step 1 20 optional Analog agent access code Number that invokes an ACD feature for an analog agent up to 5 digits required Analog agent break type Break type to be associated with an analog agent access code 1 9 optional Analog agent feature The feature associated with an analog agent access code Possible values are Logon with ID Logon without ID Logoff Ready Mode Work Mode Break Mode Tally Code Trunk Trouble see list at left required Analog agent logon ID Logon ID of agent or supervisor up to 9 digits optional Analog agent tally code Tally code associate with the dialed analog agent access code up to 9 digits optional Analog agent work mode timeout The maximum time in seconds that an analog agent can stay in Work mode 0 indefinite 0 9999 optional Analog position Specifies whether this position is analog or not NDA 24282 Yes No optional APPENDIX B Page 455 Revision 1 0 FIELD VALUES FOR ACD SCREENS FIEL
417. to 14 characters English Japanese Spanish Italian French German Available split to logon 1 250 Priority for handling ACD calls in multiple splits the agent s preference level 1 99 Single Multi Valid personal pilot number SPACE feature not used Queue depth for personal pilot number 0 999 CCV index 1 900 CCV step number 1 20 0 9999 seconds 0 indefinite CCV index 1 900 CCV step number 1 20 Off First All Individual assistance number or SPACE SPACE Functional not used Individual emergency number or SPACE SPACE Functional not used Abbreviated Name Use all initials of the user NDA 24282 ACDLOG ASSIGNMENT OF ACD RECEIVER ID CODE 4 Assignment and Deletion Procedure These flow diagrams show the procedure used to assign and delete ACD Agent Logon Data DESCRIPTION ACDLOG 1 Assign the agent logon ID code range 1 to 999999999 DESCRIPTION QD 1 Remove the ACD agent logon ID code Figure 7 3 Assigning and Removing ACD Agent Logon ID Code NDA 24282 CHAPTER 7 Page 391 Revision 1 0 ACDPSN ASSIGNMENT OF ACD POSITION DATA ACDPSN Assignment of ACD Position Data 1 Function This command is used to assign list print and remove ACD position data Each position is identified by the tenant it belongs to the number of its ACD line and the PBX line it may have and what split s the position belongs to Positi
418. to different tenants use the ATNR command and clear the Tenant to Tenant Restriction 3 Multi Line key the key for My Line and Sub Line on the can be assigned as Prime Line If the Prime Line is not assigned the My Line will serves as the Prime Line When the user goes off hook the Prime Line is automatically connected to the D 4 A virtual line can be assigned as a Sub Line of The virtual line can be used the same way as the My Line for outgoing calls and other service operations Virtual Line A virtual LENS exists only in memory but does not exist physically Data can be assigned but no hardware is provided for it ex LENS 000311 The virtual LENS is assigned station data using the ASDT command in the same way as for on ordinary line The telephone class is TEC 18 Virtual Line 5 When this command is used the DLC ELC card must be reinitialized MB switch UP DOWN 6 Key data programmed in this command must be set to all nodes to be provided ACD service for Fusion network Use Command ADKS for Series E CHAPTER 7 NDA 24282 Page 348 Revision 1 0 Note Parameters TN STN KYI or KYD KYN or KYN2 TP PRI LN PRE PLTN PLSTN AKYD ASSIGNMENT OF KEY DATA FOR D ERM Tenant Number for My Line Station Number for My Line l Function Key 2 Multi line Key number Type of D Enter 2 or 3 22 Position 8 16 button 8 Flex 3
419. ule is used Time schedule Each entry consists of a start time and the CCV index and step HH MM CCV list to be followed CCV s none optional index and step number NDA 24282 APPENDIX B Page 461 Revision 1 0 FIELD VALUES FOR ACD SCREENS Table B 1 Field Values for ACD Screens 8 8 DEFAULT REQUIRED FIELD NAME DESCRIPTION VALUES SETTING OPTIONAL Week Number that reference a week schedule schedule number Work mode mode that exempts the agent position from receiving ACD 4 f 4 Allow calls in queue without logging out Restricted or allowed ona Restrict per split basis Work mode Total time that an ACD position will be allowed to stay in 0 9999 Gotoda timeout Work mode 0 indefinite seconds P 1 10 required required APPENDIX B NDA 24282 Page 462 Revision 1 0 APPENDIX ACD SERVICE IN FUSION NETWORK The table below shows Available or Not Available for each ACD feature described in Chapter 5 when those services are activated between two fusion nodes within a Fusion Network Table C 1 ACD Service List in Fusion Network Available x Not available Not applicable Series FEATURE Series CODE SERVICE NAME 7300 7300 Release 5 or earlier Release 7 or later Note Abandoned Call Search ACD Assistance ACD Agent ACD Automatic Answer ACD Availability ACD Position ACD O Announcements ACD Agent Personal Queue AC
420. umber 1 255 CHAPTER 7 NDA 24282 Page 406 Revision 1 0 ACDIVR ASSIGNMENT OF ACD IVR DATA ACD IVR Integration Data Programming Sheet Tenant Number IVR Directory Number ae TN IVR Remarks 1 10 Up to 5 i age 1 255 NDA 24282 CHAPTER 7 Page 407 Revision 1 0 ACDHS ASSIGNMENT OF ACD HOLIDAY SCHEDULE ACDHS Assignment of ACD Holiday Schedule 1 Function This command is used to assign list print and remove the CCVs for holiday schedules Up to three different holiday schedules per tenant can be programmed for handling incoming calls When a holiday is designated through the ACDHC command calls are processed according to one of the three schedules for that day This only applies to Pilot Numbers that use time of week scheduling Holiday Schedules Tenant 1 ACD FPC40 Update Schedule 1 Start TimeCCV Index CCV Step List v 00 00 0 0 00 00 Close 0 0 00 00 0 0 00 00 0 0 00 00 00 00 00 00 00 00 lt 4 lt 4 4 4 4 4 pj gt 4 4 4 ce lt 4 lt 4 4 4
421. unt will need to be entered either during the phone call itself or during the After Call Work time following that call and definitely prior to the beginning of the next ACD call Once the next call has begun a Tally Count entry at that time would be associated with the new call There is no way to associate a Tally Count with a previous call once a subsequent call has begun Multiple Tally Counts may be entered for single phone call This feature is activated by the operation of the TALLY key on the agent position OPERATING PROCEDURE 1 The agent presses the TALLY key at any time The displays shows TALLY NUMBER 2 The agent enters up to 22 digits from the telephone keypad and presses when finished 3 displays shows TALLY ENTERED for a short time and then reverts to the previous display 4 Pressing the TALLY key a second time before pressing the key cancels the Tally Count feature 5 All digits must be entered within a 30 second period or the Tally Count feature will timeout After timeout the feature is reset and all digits will have to be reentered SERVICE CONDITIONS 1 Tally Count items are entered by pressing of the dial keypad digits 0 through 9 however leading digit O is not allowed 2 The length of tally numbers is variable to a maximum of 22 digits 3 key and the key cannot be used as tally numbers since they are used to erase and enter input 4 The
422. upervisory position START ELC DLC Agent position LC C O trunk call incoming A to station B e Place a CO trunk call from station LC Incoming at ACD agent position Answering by ACD agent position Emergency recording operation Press the EMER key on the agent position Incoming at supervisory position END Note When the ACD calls is terminated at the supervisory position the LCD on the supervisory position indicates the emergency recording request and the MON lamp also illuminates At the same time the recorder starts recording In the period above the agent position and C O trunk is in the communicating status Answering by supervisory position The supervisory position answers the call as an ACD call and monitors it three party conference call does not occur The agent position can confirm the answering of the supervisory position by the change of the lamp indication on the agent position flashing steady as well as from the LCD display Confirmation of recording Check that the call is recorded by the recorder The supervisory position presses the MON key to start three party conference call Note Release by ACD agent position When the agent position releases the incoming C O trunk call it is transferred to the supervisory position Confirmation of communication Check that the supervisory position is communicating with the C O trunk
423. urations of a network providing single ACDP In this network call transfer is not available between different types of system since each ACDP works individually 1 ACD Stand alone x n PBX ACDP Call Transfer between ACD stand alone system is allowed for non ACD calls M only See Note 2 LEGEND Fusion Network 2 non ACD system ACD stand alone system systems using ACD Trunk in PBX x PBX JACDP a Fusion Network Call Transfer among systems of Type is allowed for non ACD calls only ACD incoming calls are unavailable te Pex See Note 1 and Note 2 in LEGEND Fusion Network 3 ACD stand alone system Systems using ACD Trunk in a Fusion Network PBX PBX non ACD system System using Agent Anywhere H Call Transfer between ACD stand alone system and systems using ACD PBX PBX Trunk in a Fusion Network is allowed for non ACD calls only ACD incoming calls are unavailable Fusion Network See Note 1 and Note 2 in LEGEND Figure 5 2 Fusion Network with Single ACDP Example NDA 24282 E CHAPTER 5 Page 189 Revision 1 0 OFFICE DATA DESIGN The followings are some example configurations of network providing multiple ACDPs In this network ACD inco
424. used to assign monitored numbers into the PBX database The numbers programmed in AMNO will also be programmed into ACDPLT the ACD database The monitored numbers programmed in AMNO are the entry points for pilot numbers into the ACD system 2 Precautions 1 When the monitored number MNO is deleted delete MNO in ACDPLT prior to this command 2 When UCD 1 is programmed in this command UCD service should be programmed beforehand 3 Parameters TN Tenant Number of Monitored Number MNO Monitored Number maximum 5 digits the number is the same as the pilot number assigned in ACDPLT and must match the numbering plan of the NEAX2400 IMX NMI Number Monitored Index 1 4095 UCD UCD degrade 0 No 1 Yes STN UCD Control Station Number Available for UCD 1 Note 1 A G Station type of Hotel System Note 2 A Administration Station G Guest Station MFC G 2 Signal Data for MFC 0 3 Note 3 0 ASFC SFI 59 0 and SFI 60 0 1 ASFC SFI 59 1 and SFI 60 0 2 ASFC SFI 59 0 and SFI 60 1 3 ASFC SFI 59 1 and SFI 60 1 Note Each monitored number must be assigned to different Monitored Number Index 0 cannot be assigned at the first digit of the monitored number Note 1 When a C O trunk is used for UCD control station UCD controlling station number should be programmed in ACSI in advance Note 2 For Business System A Administration Station is assigned here Note 3 Valid for countries except Australia and North
425. ut Personal Queue Timeout CCV Personal Queue Chime Personal Assist Personal Emergency From 2 digits to 9 digits English Japanese Spanish Italian French German Specify a name for use in displays Specify a maximum of 16 split Nos 1 250 Priority for the split assigned in SPLIT 1 250 or Agent s Preference level 1 99 Allow or Restrict multiple simultaneous splits Specify a directory number for Personal Queue from 0 to 999 calls may be in queue Specify a CCV for alternate handling from 1 to 9999 seconds Specify a CCV for alternate handling Call Waiting in queue chime On or Off Specify destination for Assist Specify destination for Emergency Refer to Multi Split Agent ACD M 90A and Split Selection ACD S 98A for information on how an ID code determines the split OPERATING PROCEDURE None CHAPTER 5 Page 249 Revision 1 0 NDA 24282 E FLEXIBLE ID CODES ACD SERVICE CONDITIONS 1 2 Qu LM dm The maximum length for an ID code is nine digits and only the digits 0 through 9 are allowed Leading zeros are permitted but are not meaningful in logon ID codes For example 0017 is acceptable however this code is identical to the code 17 Each split determines whether ID codes are required for access to the ACD system An ID code can only be assigned once in the ACD system regardless of which tenant the ID code is used for An ID code can only be used in the
426. val and distributed evenly among the ACD agent positions When all agent positions handling incoming calls are busy or their splits have already finished the service the ACD can transmit various announcements to the calling customers The supervisor is able to supervise the agent positions The supervisor can monitor the performance of each agent and change the system administration style to optimize the personnel arrangement 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 L_ Dual CPU configuration Figure 2 3 Built in CPU Internal Type ACDP Provided with External LAN Mis Interface Circuit cable connected from the PBX Ether TCP IP CHAPTER 2 NDA 24282 Page 6 Revision 1 0 GENERAL INFORMATION aa cia Single Configuration ETHER External LAN Externally installed equipment CIRCUIT CARD SYMBOL FUNCTION NAME REMARKS Central Processing Unit ACDP RAM Built in Data Memory Electronic Line Circuit PA 16ELCJ Digital Multifunction Telephone Management Information System Ethernet Controller Ethernet TCP IP protocol management Figure 2 2 Blo
427. ve Call Control Vectors A Call Control Vector is a list of procedural instructions or steps for handling incoming ACD calls The instructions defined by the Call Control Vector are sentence based and can be combined to form many different sequences Call Control Vectors provide the following functions for the ACD e Queue a call to a particular split Pause for seconds before continuing call processing Announcement made during call processing PBX and IVR Hang up during call processing Transfer to a particular directory number Set a new priority or increase or decrease call s priority new priority e Conditionally queue an incoming call to a particular split e Remove a call from a split s queue dequeuing Queue to another split if the queue depth is full Goto another CCV index step Change priority of call at given point in the CCV Skip a percentage of the calls going to the next step in the CCV Conditionally perform next CCV instruction based on Estimated Time to Answer ETA of a call e Conditionally perform next CCV instruction basedon ETA of a call in another split Individual IVR port number Delay the time for ringing start Available since the PBX software Series 7400 and the ACD software R3 NDA 24282 CHAPTER 7 Page 395 Revision 1 0 ACDCCV ASSIGNMENT OF ACD CCV DATA CALL Control vectors Remove Logon Tenant Number Y CCV Index
428. wed for outbound calls to be considered 0 60 sec 30 required answer timer successfully completed onds Overflow Defines how long a call will stay in queue to the personal pilot timeout number before it overflows 0 Indefinite re Myre ICONE PBX Specifies whether agents should be forced into Work mode 1 n 2 2 i Yes No No required incoming upon receiving an incoming call on their PBX line PBX outgoing Specifies whether agents should be forced into Work mode upon receiving dial tone for an outgoing call on their PBX Yes No No required line Personal Overrides the assist request number programmed in up to 5 assist request ACDSPL fot none optional digits number NDA 24282 APPENDIX B Page 459 Revision 1 0 FIELD VALUES FOR ACD SCREENS FIELD NAME Table B 1 Field Values for ACD Screens 6 8 DESCRIPTION VALUES DEFAULT SETTING REQUIRED OPTIONAL Personal Overrides the emergency request number programmed in emergency ACDSPL up to 5 nene ntori request digits p number Personal pilot Defines the number programmed in AMNO AMNOL upto5 Nomi aate number AMNON Not programmed in ACDPLT digits P Personal Defines the announcement used for calls directed to personal pos MP queue for the entire tenant 1 58 ton t number Personal Defines the priority for calls that overflow from a personal queue queue overflow 1 250 1 optional forward
429. y associated with a call to a different priority in all the splits to which the call is currently queued The priority that is specified in the instruction can be either higher or lower than the present priority The variable associated with the instruction is a priority If a call with a priority of 8 encounters the in struction New Priority 15 the call s priority will change to 15 in all splits itis currently queued to UP PRIORITY n This instruction is used to change the current priority associated with a call to a higher priority in all the splits where the call is currently queued The variable associated with the instruction is the amount by which to increment the priority If a call with priority of 14 encounters the instruction Up Priority 4 the call s priority will change to 10 A priority of 10 is four levels higher than a priority of 14 BLANK This instruction does not invoke any call processing action The call will immediately process the next step with no delay The Blank instruction is used to simplify future modifications to a CCV If a CCV is constructed without Blank instructions and new instructions are added to the CCV at a later time then the changes could force a major restructuring of the CCV If a CCV is constructed with Blank instructions and new instructions are added to the CCV at a later time then the new instructions can take the place of Blank instructions
430. y be specified at this time OPERATING PROCEDURE 1 caller remains in queue for the Customer Service split 2 One agent is still working handling another call and all other agents have logged off and gone home 3 The last agent finishes the call and enters After Call Work Mode 4 After some time and without answering the last call in queue this agent logs off the system 5 Since the caller in queue is only in the Customer Service queue and there are no agents remaining in this split the caller will be immediately rerouted to the Stranded Call CCV destination specified for this split SERVICE CONDITIONS Assist and Emergency calls will not be rerouted by the Stranded Call Routing feature PROGRAMMING ACDSPL CCV index number for Stranded Call Routing 1 900 CCV step number for Stranded Call Routing 1 20 CHAPTER 5 NDA 24282 E Page 296 Revision 1 0 TRUNK TROUBLE REPORT MIS ACD T24A TRUNK TROUBLE REPORT MIS ACD GENERAL DESCRIPTION This feature allows an agent to indicate a trouble condition affecting a trunk e g poor transmission which is encountered during a call The system will log the agent s position number and the number of the connected trunk This information is printed out on the ACD MAT and provided to the MIS Although this feature is designed primarily to aid in the reporting of defective trunk circuits it does also report the connected party information even when the connected party is not a trunk

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