NEC Neax 2400 Imx Callcenterworx Enterprise Acd System Manual

CHAPTER 1 NDA-24282
Page 2
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...

NDA-24282 CHAPTER 2
Page 3
Revision 1.0
CHAPTER 2 GENERAL INFORMATION 
1. GENERAL
This chapter provides the user with a basic working knowledge of the NEAX2400 CallCenterWorX-Enterprise
(ACD) System. It also explains how to use documents furnished with the NEAX2400 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...

CHAPTER 2 NDA-24282
Pag e 4
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:
 Functional Outline: Describes the outline of the ACD.
 System Configuration: Describes the configuration of the ACD.
 MIS: Describes the MIS functions.
 Interface between ACD and MIS: Describes the interface condition to be used with the ACD in the IMX
System...

NDA-24282 CHAPTER 2
Page 5
Revision 1.0
GENERAL INFORMATION
2.2 FUNCTIONAL OUTLINE
Presently, telephone reception services are provided to a wide variety of businesses including mail orders and
travel reservations. However, as the number of customers increase, these services are often subjected to com-
plaints such as telephone calls not answered for long periods of time, or the telephones being busy.
The agent positions receiving these calls also have problems which make their operators busy, such as...

CHAPTER 2 NDA-24282
Pag e 6
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.
ACDP
MIS Interface Circuit
Ether: TCP/IP Built-in CPU
Provided with External LAN
cable connected from the PBX
External Type
Single CPU configuration (Figure 2-2)
Dual CPU configuration (Figure...

NDA-24282 CHAPTER 2
Page 7
Revision 1.0
GENERAL INFORMATION
 
Figure 2-2   Block Diagram of ACD System (Single CPU Configuration) SYMBOL FUNCTIONCIRCUIT CARD
NAMEREMARKS
CPU Central Processing Unit (ACDP) RAM: Built-in Data Memory
ELC Electronic Line Circuit PA-16ELCJ
D
term Digital Multifunction Telephone
MIS Management Information System
ETHEREthernet Controller Ethernet + TCP/IP protocol 
management
Dter m
ELCTSW
CPU
MIS ETHER (External LAN)
Externally installed equipment
LPM CPR
NEAX2400
IMXSingle...

CHAPTER 2 NDA-24282
Pag e 8
Revision 1.0
GENERAL INFORMATION
Figure 2-3   Block Diagram of ACD System (Dual CPU Configuration) SYMBOL FUNCTIONCIRCUIT CARD
NAMEREMARKS
CPU Central Processing Unit (ACDP) RAM: Built-in Data Memory
ELC Electronic Line Circuit PA-16ELCJ
D
term Digital Multifunction Telephone
MIS Management Information System
ETHEREthernet Controller Ethernet + TCP/IP protocol 
management
Dterm
ELC
CPU
MIS
LPM CPR
TSW
ETHER (External LAN)
Externally installed equipment
NEAX2400
IMXDual...

NDA-24282 CHAPTER 2
Page 9
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.
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...

CHAPTER 2 NDA-24282
Pag e 1 0
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...

NDA-24282 CHAPTER 2
Page 11
Revision 1.0
GENERAL INFORMATION
2. Specifications
3. Outer View
Figure 2-4 shows the outer view of D
term Series III Agent Position.
Figure 2-4   Outer View of Dterm Series III Agent Position
DimensionsD
term Series III105 (H) mm × 205 (W) mm × 225 (D) mm
D
term Series E98.1 (H) mm × 177.0 (W) mm × 223.7 (D) mm
Cable Conductors 2-conductor (1 Pair)
Distance from PBX Less than 850m (2787 ft.)
123
456
789
*0#
Dterm Series III