NEC Neax 2400 Imx Callcenterworx Enterprise Acd System Manual

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SYSTEM OPERATIONS
2.7 CALL TRANSFER
Use the following procedure to transfer an ACD call to another split.
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
(b) From Night mode to Day modePress the XFER key.
Special Dial Tone (SPDT) is heard.
XFR (D
term Series III) or XFR OPE (Dterm Series E) is displayed. 
Dial the ACD monitoring...

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SYSTEM OPERATIONS
2.9 ASSISTANCE
The agent position can request assistance from a supervisor during an ACD call.
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.
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...

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SYSTEM OPERATIONS
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.
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”....

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CHAPTER 9 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 repaired by referring to system
messages concerned and the fault recovery procedure.
Figure 9-1   Flow of Maintenance Work
2.  MAINTENANCE...

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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...

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SYSTEM MAINTENANCE
3. SYSTEM MESSAGES
3.1 SYSTEM MESSAGES AND THEIR MEANINGS
The system messages 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 
MESSAGEMEANING FAULT CONTENTS
4-R TCP/IP Link FailureA fault has occurred to the UAP or to the line connected with the 
external computer.
5-Q ACD-MIS LOCK UPAbnormal occurrence,...

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SYSTEM MAINTENANCE
3.2 MESSAGE DETAIL DATA
This section describes the detailed information on the faults indicated by system messages (message detail data).
3.2.1 MESSAGE DETAIL DATA OF SYSTEM MESSAGE “4-R”
System Message 4-R: TCP/IP Link Failure
1. Print-out Format
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...

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SYSTEM MAINTENANCE
Fault logical channel number (LCID): 01~10H (00 means the data is invalid)
 
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
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,...

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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 1 or the later software
are installed.
(1) Print-out Format
(2) Print-out information (typical)
Each data is always displayed as “0”.
:  ACD-MISK UP
SYSTEM MESSAGE 5 - Q                                                                       ACD-MIS LOCK UP
       NEC - ESD...

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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
2. Print-out information (typical)
Bad Call Notification
 20=ACD trunk connection
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...