NEC Neax 2400 Imx Callcenterworx Enterprise Acd System Manual

CHAPTER 6 NDA-24282 (E)
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ACD SERVICE FEATURES FUNCTIONAL TEST PROCEDURES
Night Service
B
Monitoring-ACD Supervisor
Overflow
Center Closed Announcement
 
Announcements (A80) 
Call Control Vector (C108) 
Call Forwarding Split (C127) 
Night Service-ACD (N12)
 
Monitoring-ACD Supervisor (M28)
 
Break Mode (B21)
 
Assistance-ACD Agent (A34)
 
Availability-ACD Position 
(After Call Work) (A37)
 
Emergency/Recorder (E6) 
 
Overflow Outside-ACD (O19)
 
Announcements (A80)
Auxiliary Work...

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Abandoned Call Search
 
Abandoned Call Search (A31)
Trunk Trouble Report
 
Trunk Trouble Report-MIS (T24)
MIS Terminal FunctionsTally Count (T49)  For the following services, refer to the manual 
described MIS functions.
ENDNAP-215-116 NAP-215-115 B 

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NAP-215-101
Sheet 1/2
AC D  In c o m in g
Set up a loop-back connection between COT for ACD trunk group to be tested and station line. 
Log off agent positions and supervisory positions. 
ACD Agent/Supervisory Position Incoming Test
 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...

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NAP-215-101
Sheet 2/2
AC D  In c o m in g
 ACD Agent/Supervisory Position Trunk Incoming Call
 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.
 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...

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NAP-215-102
Sheet 1/1
Call Distribution to Agents
Log off all ACD agent/supervisory positions.
C.O. trunk incoming.
 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...

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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.
NAP-215-103
Sheet 1/1
Priority Processing
Log off all ACD agent/supervisory positions.
C.O. trunk incoming to the non-priority queue.
 Place C.O. trunk calls from station A to 
station D and from station B to station E, and 
let them terminate in the...

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NAP-215-104
Sheet 1/1
Automatic Call Distributi
on
Log off all agent and supervisory positions.
Log on agent positions in sequence.
 Log on agent positions in order 
of C→D→E.
C.O. trunk incoming.
 Place a C.O. trunk call from station A to station B.
Incoming at ACD agent position.
 Check that the call is terminated at agent position C.
Answering and release by ACD agent position.
C.O. trunk incoming.
...

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Note:
This test does not use the Overflow service.
Related commands:      AADT, ACDCCV
NAP-215-105
Sheet 1/1
Delay Announcement
Log off all agent and supervisory positions.
C.O. trunk incoming.
 Place C.O. trunk calls sequentially from stations A, B 
and C to stations D, E and F respectively.
First delay announcement.
 Stations A, B and C shall hear the first delay 
announcement after the predetermined period...

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(a) If the weekly schedule No. is set as the incoming path: 
(b) If the call control vector is set as the incoming path:
NAP-215-106
Sheet 1/1
Center Closed Announcement
C.O. trunk call origination.
 Place a C.O. trunk call from station A 
to station B.
Check that station A hears the center
 closed announcement.
Set the ACD system to the night mode by pressing the NIGHT key on the supervisory position or by...

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NAP-215-107
Sheet 1/1
Overflow
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).
Call termination at overflow destination split.
Answering by ACD...