NEC Neax 2400 Imx Callcenterworx Enterprise Acd System Manual

CHAPTER 9 NDA-24282 (E)
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SYSTEM MAINTENANCE
5.3 MIS FAULT RECOVERY PROCEDURES
This paragraph describes the fault recovery procedures related to the MIS in the order shown below.
1. MIS Restart Processing
Step 1: By selecting MIS System Stop, cause the MIS to cease operating.
Step 2: Turn off the power supply to the MIS. After 5 ~ 6 seconds, turn on the power supply again.
Step 3: The MIS starts up.
Step 4: Perform operation tests of the MIS.
2. Check on Connection Cables
Check to...

NDA-24282 APPENDIX A
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APPENDIX A GLOSSARY
ACD Automatic Call Distribution.
ACDP Automatic Call Distribution Processor. (For the NEAX2400 IMX, the ACDP is
built in the CPU of the PBX)
ACD line Virtual line of an ACD position.
ACD MAT Maintenance Administration Terminal (MAT) on which the ACD commands are
loaded.
After call mode Selection of ACD position availability after ACD call completion. In Work mode,
an ACD position becomes unavailable to receive ACD calls upon release from the...

APPENDIX A NDA-24282
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GLOSSARY
Logon required Specifies whether ID entry is required for an ACD position to gain access to the
ACD system.
MAT Maintenance Administration Terminal.
Maximum queue depth The number of calls that can be placed in queue.
MIS Management Information System.
MIS I/O port Designates the I/O port(s) used for MIS.
PBX line The My Line of an ACD position.
Pilot number A number used for routing calls to a CCV or a Week Schedule.
Queue priority Priority at which...

NDA-24282 APPENDIX B
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APPENDIX B FIELD VALUES FOR ACD SCREENS
Table B-1  Field Values for ACD Screens  (1/8)
FIELD NAME DESCRIPTION VALUESDEFAULT 
SETTINGREQUIRED
/OPTIONAL
ACD Line Line that receives all of the ACD calls for this position (via 
pilot numbers). (Virtual line)Up to 5 
digitsnone required
After call 
modeThe state the position will be in after finishing a call from this 
split. If available mode is selected, the position will become 
available immediately upon...

APPENDIX B NDA-24282
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FIELD VALUES FOR ACD SCREENS
Answer mode Determines how the position can answer ACD calls for this 
split. If Manual is selected, the position must answer calls 
manually by pressing the Answer button or the ACD Line key. 
If Auto is selected, calls are connected automatically; the 
position will hear Zip Tone when a new call is connected.manual/
automanual required
Assist 
directory 
numberThe directory number that will be dialed when an agent 
presses the...

NDA-24282 APPENDIX B
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FIELD VALUES FOR ACD SCREENS
CCV  step One of up to 20 steps in a Call Control Vector. (See ACDCCV 
command for details.) Possible steps are listed below.See below none required
ACTION ARGUMENT DESCRIPTION
Queue To split number Offer the call to the split
Dequeue From split number Stop offering the call to the split
Conditional Queue split number Offer the call to the split if it meets a conditional threshold
If Not Queued Go To CCV index and step If the split...

APPENDIX B NDA-24282
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FIELD VALUES FOR ACD SCREENS
Default 
languageThe language used on a logged-off ACD position. English/
Japanese/
Spanish/
Italian/
French/
GermanEnglish required
Do Not 
DisturbSpecifies how ACD calls will be handled when there are no 
positions logged onto the split.Queue/
Do Not 
QueueQueue required
Emergency 
directory 
numberThe directory number that will be dialed when the agent 
presses the EMERGENCY button while on an ACD call.up to 5 
digitsnone...

NDA-24282 APPENDIX B
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FIELD VALUES FOR ACD SCREENS
IVR directory 
numberThe PBX directory number that allows ACD to access a port 
on an Interactive Voice Response (IVR) unit.up to 5 
digitsnone required
IVR pilot 
numberThe PBX directory number used by ACD to access ports on 
an Interactive Voice Response (IVR) unit.up to 5 
digitsnone required
IVR port 
numberAssociates a port on the IVR unit with the IVR directory 
number.required
Language The language a position’s messages will...

APPENDIX B NDA-24282
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FIELD VALUES FOR ACD SCREENS
Personal 
emergency 
request 
numberOverrides the emergency request number programmed in 
ACDSPL. up to 5 
digitsnone optional
Personal pilot 
numberDefines the number programmed in AMNO/AMNOL/
AMNON. (Not programmed in ACDPLT.)up to 5 
digitsnone optional
Personal 
queue 
announcemen
t numberDefines the announcement used for calls directed to personal 
queue (for the entire tenant).
1 ~ 58 none optional
Personal 
queue 
overflow/...

NDA-24282 APPENDIX B
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FIELD VALUES FOR ACD SCREENS
Splits 
(ACDLOG)Designates what splits are allowed.  All, or up 
to 4 
different 
splitsAll required
Splits allowed 
(ACDPSN)Number of splits allowed to position. 1 ~ 250 or 
Any1 required
Stranded calls 
CCV indexDesignates the CCV index to use when recovering stranded 
calls. (0 = not used.)0 ~ 900 0 optional
Successful 
feature 
activation 
announcemen
tSpecifies the announcement to be connected to an analog 
agent notifying that...