NEC Neax 2400 Imx Callcenterworx Enterprise Acd System Manual

CHAPTER 2 NDA-24282
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GENERAL INFORMATION
Figure 2-5 shows the outer view of Dterm Series E Agent Position.
Figure 2-5   Over View of Dterm Series E Agent Position
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NDA-24282 CHAPTER 2
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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...

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GENERAL INFORMATION
3. GLOSSARY OF TERMS
This section defines ACD-related terms.
Figure 2-7   NEAX2400 CallCenterWorX-Enterprise ACD System Configuration
Split
SplitTrunk Group
Trunk Group NEAX2400 IMX ACD System
COT COT COT COT COT ACD Agent 
Position 
 
ACD Agent 
Position 
 
Group 
Supervisory 
Position
ACD Agent 
Position
ACD Agent 
Position
Group 
Supervisory 
Position
System 
Supervisory 
Position
Queue
Queue
ACDP
MIS 
Printer 
ELC
ELC
ELC
ELC
ELC
ELC
ELC...

NDA-24282 CHAPTER 2
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GENERAL INFORMATION
 Trunk Group
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.
Note:The following data must be assigned on an ACD tenant basis:
• Trunk Group
 ACD Monitored Number (Pilot Number)...

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GENERAL INFORMATION
 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.
 Queue
The queue is the area in which calls incoming to the ACD in the IMX System wait for handling. Each split
has multiple queues.
When all of the agent positions of a queue are busy, the calls assigned to that queue will...

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GENERAL INFORMATION
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...

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GENERAL INFORMATION
 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 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...

NDA-24282 CHAPTER 3
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CHAPTER 3 INSTALLATION
1. GENERAL
This chapter describes the installation and test procedures for the NEAX2400 CallCenterWorX-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...

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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.
Figure 3-2   3M Model 8012 Portable Field Service Kit
Wrist Strap
Place the Circuit Card
on a Conductive
sheet.
Connect ground wire to the Earth...

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INSTALLATION
3. INSTALLATION PROCEDURES
3.1 PERIPHERAL EQUIPMENT 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.
Figure 3-3   Peripheral Equipment Installation Procedures
MD F
ACD Supervisory PositionNEAX2400 IMX
ACD Agent Position
MIS
Emergency Recorder
Announcement Machine...