NEC Neax 2400 Imx Callcenterworx Enterprise Acd System Manual

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ACD Command Data
(See Chapter 7, “PBX and ACD Command Programming” for details of each command.)
Data Description Notice
ACDANA Telephone number (monitor number = pilot number) should be set in AMNON before 
this command.
ACDCCV Telephone number is programmed when the transferred destination is a station.
ACDIVR Telephone number is programmed for Access number to IVR.
ACDLOG Telephone number is programmed in Personal Assist and Personal Emergency.
ACDPLT Telephone number (monitor number = pilot number) should be set in AMNON before 
this command.
ACDPSN Telephone number is programmed in ALGSN (Position Number and ACD/PBX Line 
Number.
ACDSPL Telephone number is programmed in ASIST, NIGHT, and EMGCY.
ACDTG Logical route (1-254) is programmed in ALRTN.
ACDTN Telephone number is programmed in IVR Pilot Number and Operator Access Code.
2 
						

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3. The following operation codes (OP-CODE) are not available for OAI system when OAI and ACD system
are used together in the same Fusion Network. See AOKC command in Chapter 7 for details.
MSF (F-KIND=1): OP-CODE=185~191
TMF (F-KIND=2): OP-CODE=248~255
4. Proper number of connection trunks must be prepared to prevent the traffic congestion. If all connection
trunks are busy, ACD call distribution is not available. If such a situation occurs, program the CCV step as
shown below. Using this data setting, ACD calls distribution to transfer to another agent position is avail-
able using the alternate routing function.
Transfer is assigned at CCV Step 20.
The system is designed to select the alternating route assigned in Step 20 automatically if the connection
trunk is busy.
Table 5-1  CCV for ACD Calls Transfer (in case of Traffic Congestion)
CCV step CCVACT Remarks
1 Queue Assign
2Pause
3 Announcement
4End CCV Be sure to assign “End CCV” by CCV Step 19 so that the  call is not processed 
with CCV Step 20 “Transfer”.
:
:
20Transfer Examples of alternating route (dialed number of the transfer destination)
 Monitor Number in the self-node
 Monitor Number in the remote node via outgoing trunk route 
						

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2.2.1 ACD TRUNK IN A FUSION NETWORK
General Information
To use the ACD services in a Fusion Network, any ACD calls can be picked up from ACD positions in a node
providing ACDP using ACD trunk in the remote node.
Note:ACD calls terminated at the trunk in the remote node can be handled by ACD positions in any node
(irrespective of the self or remote node, or providing ACDP or not.) since the PBX software Series 7300.
For details, see [A-133A] Agent Anywhere - ACD in Section 3 of this chapter. 
Network Configurations:
Examples:
PBX
PBX
Fusion NetworkPBX
ACD for Fusion
ACD for Fusion
ACD for FusionACD for Fusion PBX ACDP
(a) One ACDP manages all nodes in 
      Fusion networkAVAILABLE
PBX1
PBX3
Fusion NetworkPBX4 PBX2 ACDP1
ACDP2
(c) Two ACDPs manage the same nodes in Fusion network. 
     Multiple ACD for Agent Anywhere cannot exist in a Fusion Network. UNAVAILABLE
PBX1
PBX3
Fusion NetworkPBX4 PBX2 ACDP1
ACDP2
(b) Two ACDPs manage individual system at each. 
    ACDP2 manages only PBX4. (PBX4 is ACD stand-alone system.)  
						

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Data Programming
Step 1: ASYDL - ACD for Fusion Network. This data must be set for all nodes to be provided ACD service.
SYS1, INDEX512: FPC number of the self-node (1-253)
*SYS1, INDEX865: FPC of the node providing IP. (When IVR is used, this data is necessary)
*SYS1, INDEX866: FPC of the node providing built-in ACDP. 
Note 1:The same value (FPC) must be set to these indexes.
Note 2:Assign 0 for the node using ACD service in the self node only.
Step 2: ASYDN - SYS1, INDEX514: NDM usage
Step 3: Data programming procedures other than Steps 1, 2 are the same as those for the non-Fusion system
(ACD stand-alone system). However, note which data is necessary for the node providing ACDP. The
others are set to all Fusion nodes in which ACD trunks or ACD agents are installed.
Data required for the node that accommodates ACDP:
ASYD - SYS1, INDEX2, b0:1=ACDP is used
SYS1, INDEX207, b0:1=ACDP0 is used
SYS1, INDEX207, b1:0/1=ACDP1 is not used/used      
Note 4
ASYDL - SYS1, INDEX864, b0:1=Built-in ACDP is used
Note 3:PBX command data such as AKYD, AOKC, ASFC is set to all nodes in a Fusion Network.
Note 4:Not used in Internal ACD. 
						

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2.2.2 MULTIPLE ACDPS IN A FUSION NETWORK
General Information
This feature allows multiple ACDPs in a Fusion Network. Since Series 7400 software, establishing the CCIS
line is not necessary to use ACD function through the network. The network user can transfer ACD calls to the
remote node with an FCCS line and fusion service can be used by establishing a Fusion Network. As for ACD
incoming calls, calls terminated to ACD trunk can be distributed to the remote node regardless of the self-node
or the remote node. This feature is available since the PBX software Series 7400.
ICT
ICT ACD Calls
ACD CallsNode A
PBX
ACDP
PBX
ACDP
Node B Node CPBX
ACDP
MISICT ICT
ICT ICT MISAgents
AgentsFusion
Network 
						

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Service Conditions
1. ACDP can be accommodated in all fusion nodes. 
2. The maximum number of Status Monitoring Requests to a terminal (including Trunk) is decided by the
system data (maximum of eight ports available including ACDP, UAP*). Note that the normal operation is
not guaranteed if Status Monitoring is requested to a terminal from more than the number of ports (for
example, the case DID Trunk is managed by more than the designated number of ACDPs). Do not establish
such a network configuration. 
* UAP for Status Monitoring Request using SMFR. Status Monitoring Request from UAP is available by
using the ports other than ports used for Status Monitoring Request from ACDP.
3. Multiple ACDPs can be used for “ACD Trunk for Fusion” and ACD stand-alone (the ACDP provides ACD
function in the self-node only) in a Fusion Network. However, only one ACDP can be used for “AGENT
ANYWHERE” in a Fusion Network.
4. The destination node (ACDP) for ACD incoming calls is designated on a monitor number basis using ACD-
PLT command (ACD trunk basis). Note that the same monitor number cannot be assigned at multiple nodes
using ACDPLT). 
5. Agent positions to be controlled from different ACDPs cannot be accommodated in a node.
Node 2Node 1
Node 3
ACDPACDP
Both ACDPs in Node 1 and Node 2 cannot control ACD positions in Node 3. 
						

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6. When Multiple ACDPs are used in a Fusion Network that accommodates the IMX-U system, consider the
following conditions when programming data.
(a) IMX-U system where the agent positions are accommodated in a Local Node of the system. In the
IMX-U system, data programming for “ACD Trunk for Fusion” must be programmed at the node that
has ACDP (“ACDP1” in the figure below). Program so that another ACDP (“ACDP2” in the figure
below) can be used for “AGENT ANYWHERE”.
(b) IMX-U system where the agent positions are accommodated in a multiple Local Nodes. In the IMX-
U system, data programming for “AGENT ANYWHERE” must be programmed at the node that has
ACDP (“ACDP1” in the figure below). In the network, only one ACDP can be used for “AGENT
ANYWHERE”.
7. When a DID Trunk is managed by multiple ACDPs, the trunk information (CA, AF message) is sent to each
MIS. Accordingly, the number of originating static report which is concerned with the trunk group and the
trunk to be processed by the other ACDPs is included in the report.
LEGEND
IMX-U
ACDP 1ACDP 2
: Local Node that 
  has agent positions LN
LN
LNLNLN
LN LN
LEGEND
IMX-U
ACDP 1ACDP 2
: Local Node that 
  has agent positions LN
LN
LNLNLN
LN LN 
						

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Network Configurations: 
The following are examples of ACD system configuration in a Fusion Network where single ACDP is provided
and in a network where multiple ACDPs are provided. The following examples show how to change a network
with a single ACDP into a network with multiple ACDPs. For settings, see “Data Programming” in this section.
Figure 5-1   Legend
The following are example configurations of a network providing single ACDP. In this network, call transfer is
not available between different types of system since each ACDP works individually.
 
Figure 5-2   Fusion Network with Single ACDP (Example)
Type I:   Non-ACD system (as an example for comparing with the other systems)
PBX1
PBX2 ACDP
PBX3 PBX4
Note 1: ACD calls can be transferred to this system from other ACD systems 
              via the data programming of PBX3 in Type III. 
 
Type II:   ACD stand-alone system (ACD system provides ACD function in the self-node only)
Note 2:  ACD calls can be transferred to this system from other ACD systems 
              via the data programming of PBX4 in Type III. 
 
Type III:   Systems using “ACD Trunk in a Fusion Network” 
PBX3 - System providing ACD trunks only 
PBX4 - System providing ACD trunks and ACD positions 
 
PBX5 PBX6
Type IV:   Systems using “AGENT ANYWHERE” 
PBX5 - System providing ACD trunks and ACD positions 
PBX6 - System providing ACD trunks and ACD positions 
              Additionally, the node providing VNDM (CN of VNDM) and NCN
ACDP
ACDP
PBX ACDP
ACDP
Fusion NetworkPBX
PBX
PBXPBX ACDP
Fusion NetworkPBX
PBX
PBXPBX ACDP
Fusion NetworkPBX
1.  ACD Stand-alone x n 
Call Transfer between ACD stand-alone system is allowed for non-ACD calls
only. 
 →  *  See Note 2 in LEGEND.
2. non-ACD system + ACD stand-alone system + systems using “ACD Trunk in
a Fusion Network” 
Call Transfer among systems of Type I~III is allowed for non-ACD calls only
(ACD incoming calls are unavailable). 
→  *  See Note 1 and Note 2 in LEGEND.
3. ACD stand-alone system + Systems using “ACD Trunk in a Fusion Network
(non- ACD system + System using “Agent Anywhere”)
 Call Transfer between ACD stand-alone system and systems using “ACD
Trunk in a Fusion Network” is allowed for non-ACD calls only 
 (ACD incoming calls are unavailable). 
→  *  See Note 1 and Note 2 in LEGEND. 
						

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The followings are some example configurations of network providing multiple ACDPs. In this network, ACD
incoming calls in a node can be terminated to any nodes depending on the setting. And also, call transfer is
available for each other.
Figure 5-3   Fusion Network with Multiple ACDPs (Example)
PBX ACDP
ACDP
Fusion NetworkPBX
PBX
PBXPBX ACDP
Fusion NetworkPBX
PBX
PBXPBX ACDP
Fusion NetworkPBX
1. System using “ACD Trunk in a Fusion Network” 
2. Systems using “ACD Trunk in a Fusion Network” (non-ACD
system + ACD stand-alone system + System using “Agent
Anywhere”)
3. Systems using “ACD Trunk in a Fusion Network” + System using
“Agent Anywhere” 
						

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Data Programming
This section shows data programming divided into the types of ACD system in the figure below.
Figure 5-4   Network Configuration of ACD systems
I PBX1
PBX3
PBX5PBX2 ACDP
ACDP
ACDP
Fusion NetworkPBX4
PBX6II
III
IV
NCN
LEGEND
Type I: Non-ACD system (as an example for comparing with the other
systems) ACD calls may be transferred to this system from other
ACD systems via the data programming of PBX3. 
Type II: ACD Stand-alone system (ACD system provides ACD function in
the self-node only)
ACD calls may be transferred to this system from other ACD
systems via the data programming of PBX4.
Type III: Systems using “ACD Trunk in a Fusion Network” 
PBX3 - System providing ACD trunks only 
PBX4 - System providing ACD trunks and ACD positions
Type IV: Systems using “AGENT ANYWHERE” 
PBX5 - System providing ACD trunks and ACD positions 
PBX6 - System providing ACD trunks and ACD positions 
Also, the node providing VNDM (CN of VNDM) and NCN The following shows the network configuration of ACD system in a Fusion Network.