NEC Neax 2400 Imx Callcenterworx Enterprise Acd System Manual

							NDA-24282
ISSUE 1
STOCK # 200874
CallCenterWorX-Enterprise
ACD System Manual
SEPTEMBER, 2000
NEC America, Inc.
® 
						

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functions, or features, at any time, without notice.
NEC America, Inc. has prepared this document for use by its em-
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property of NEC America, Inc. and shall not be reproduced without
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NEAX and D
term are registered trademarks of NEC Corporation.
CAUTION: The use of a monitoring, recording or listening device
to eavesdrop, monitor, retrieve or record telephone conversations
or other sound activities, whether or not contemporaneous with its
transmission, may be illegal in certain circumstances under federal
or state laws. Legal advice should be sought prior to implementing
any practice that monitors or records any telephone conversation.
Some federal and state laws require some form of notification to all
parties to the telephone conversation, such as using a beep tone
or other notification methods or require the consent of all parties to
the telephone conversation, prior to monitoring or recording a tele-
phone conversation. Some of these laws incorporate strict penal-
ties.
Copyright 2000
NEC America, Inc.
Printed in USA 
						

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							NDA-24282
ISSUE 1
SEPTEMBER, 2000
NEAX2400 IMX
CallCenterWorX-Enterprise
ACD System Manual
TABLE OF CONTENTS
Pag e
NDA-24282 TABLE OF CONTENTS
Page i
Revision 1.0 LIST OF FIGURES. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .  . . . . . . . . vii
LIST OF TABLES. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .  . . . . . . . . .  ix
Chapter 1 Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .  . .  1
1. General  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .  . . . . . . . . .   1
1.1 Configuration of this Manual  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .   1
1.2 Related Reference Manuals  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .   2
1.3 Precaution on Using the ACD Features. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .  2
Chapter 2 General Information  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .  3
1. General  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .  . . . . . . . . .   3
1.1 System Specifications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .   3
1.2 Glossary of Terms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .   3
2. System Specifications  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .   4
2.1 General  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .  . . . .   4
2.2 Functional Outline  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .   5
2.3 System Configuration  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .   6
2.3.1 System Capacity  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .   9
2.4 MIS  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .  . . . . . .   10
2.5 Interface Between ACD and MIS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .  10
2.6 Equipment Related to ACD System . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .   10
2.6.1 Agent Position  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .   10
2.6.2 Supervisory Position  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .  13
3. Glossary of Terms  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .    14
Chapter 3 Installation. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .  . .  19
1. General  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .  . . . . . . . .   19
2. Precautions  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .  . . . . .   19
2.1 Essential/Critical Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .   19
3. Installation Procedures. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .   21
3.1 Peripheral Equipment Installation  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .   21
NAP-200-101 Installation of ACD Agent Position . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22
NAP-200-102 Installation of ACD Supervisory Position  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .  25
NAP-200-103 Installation of MIS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .  28
NAP-200-104 Installation of Emergency Recorder . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .  29
NAP-200-105 Installation of Announcement Machine  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .  30