NEC Neax 2400 Imx Callcenterworx Enterprise Acd System Manual

CHAPTER 9 NDA-24282 (E)
Pag e 4 42
Revision 1.0
SYSTEM MAINTENANCE
~ : Information on Held Party or 3rd Station/Trunk in 3-party connection
– Station
~ : Station No.
:00
– Trunk
~ : Route No.
~ : Trunk No.
[When  = 14 (Hex)]
: Issue of ACDP (First digit of decimal place)
: Issue of ACDP (Second digit of decimal place)
[When  =21 (Hex)]
~ : Information on Calling Party
– Station
~ : My Line No. (Station)
:00
– Trunk
~ : Route No.
~ : Trunk No.
~ : 00 00
~ : Information on Unknown Pilot No.
– Station:
~ :...

NDA-24282 (E) CHAPTER 9
Page 443
Revision 1.0
SYSTEM MAINTENANCE
3. Bad Call Notification Codes.
Print code Tally-Oh Ref. No. Description
2001 Auto-print Trunk Trouble key
2002 (Removed)
2003 03 Caller abandon during agent ringing
2004 04 Direct call to agent’s ACD line
2005 05 Call connect failed, requeued
2006 06 Call connect failed, dropped after multiple attempts (Bad calling party)
2007 07 Call re-connect attempt
2008 08 Call connect error audit loop
2009 09 Agent force logoff (via Tally-Oh code)...

CHAPTER 9 NDA-24282 (E)
Pag e 4 44
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-digit reference number listed in the above...

NDA-24282 (E) CHAPTER 9
Page 445
Revision 1.0
SYSTEM MAINTENANCE
 Supervisor 3888 used Tally-Oh code to force agent 3005 into work mode.
1:  20 13  3A A5  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.
1:  20 14  02 12  00 00  00 00        2:  00 00  00 00  00 00  00 00
 The ACD has...

CHAPTER 9 NDA-24282 (E)
Pag e 4 46
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 A1  00 00  45 02        2:  58 AA  00 00  00 17  00 04
 The ACD detected corruption in the list of critical pointers. The pointer was 8000:1234 and...

NDA-24282 (E) CHAPTER 9
Page 447
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
2. Print-out information (typical)
- TCP/IP Part -
~ IP address of the error-detected OAI/MIS terminal
~Port No.
Used socket No.
Error Code (TCP/IP part)
- Application Part -
Application...

CHAPTER 9 NDA-24282 (E)
Pag e 4 48
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.
Figure 9-2   Flow from Fault Occurrence to Fault...

NDA-24282 (E) CHAPTER 9
Page 449
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.
Figure 9-3   Flow of Diagnostics from System Message
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 Sections 4.2.1 and 3.2.1.
5-Q “ACD MIS LOCK...

CHAPTER 9 NDA-24282 (E)
Pag e 4 50
Revision 1.0
SYSTEM MAINTENANCE
4.2.1 TCP/IP LINK FAILURE
For details of System Massage “4-R” and “26-V”, see Section 3.2.1 and Section 3.2.3 in this Chapter.
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.
Host is still in abnormal status?
Host is out of order. Repair the Host computer. 
PZ-PC19 (LANI) card is out of...

NDA-24282 (E) CHAPTER 9
Page 451
Revision 1.0
SYSTEM MAINTENANCE
4.2.2 BAD CALL NOTIFICATION
Perform the diagnostic work followed by “System Operations and Maintenance Manual”.
5. 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...