NEC Neax 2400 Imx Callcenterworx Enterprise Acd System Manual
Have a look at the manual NEC Neax 2400 Imx Callcenterworx Enterprise Acd System Manual online for free. It’s possible to download the document as PDF or print. UserManuals.tech offer 1168 NEC manuals and user’s guides for free. Share the user manual or guide on Facebook, Twitter or Google+.
CHAPTER 5 NDA-24282 (E) Pag e 1 92 Revision 1.0 OFFICE DATA DESIGN 1. The following is a quick reference of optional software and data programming for each ACD system type. Type and Node ACD Software and Data Programming III III IV PBX1 PBX2 PBX3 PBX4 PBX5 PBX6 AC D S oftwar e 1Built-in ACDP software (Series 7300 or later release) 2ACD Option Service software (basic) (APL-0809: Series 7400 or later release) 3ACD Option Service software (for defining the ACD capacity) (APL-0729~0733) 4ACD Option Service Software for “AGENT ANYWHERE” (APL-0734: Series 7300 or later release) System Data 3ACDP in service/out of service (ASYD: SYS1, INDEX2, b0)010101 4CM Usage Note 1 (ASYD: SYS1, INDEX31, b0~3)066666 5OAI in service/out of service (ASYD: SYS1, INDEX79, b6)100000 6IP in system 0 is used/not used (ASYD: SYS1, INDEX207, b0)010101 7IP in system 1 is used or not (ASYD: SYS1, INDEX207, b1)0 Note 20Note 20Note 2 8OAI Call Processing Event Notification (ASYD: SYS1, INDEX241, b2)011111 9SCF Return Error Detail Notification (ASYD: SYS1, INDEX241, b3)011111 10Built-in ACDP is used/not used (ASYDL: SYS1, INDEX864, b0)010101 11“AGENT ANYWHERE” in service/out of service (ASYDL: SYS1, INDEX864, b2) Note 3000011 12“MULTIPLE ACDPs in an FCCS Network” in service/out of service Note 4 (ASYDL: SYS1, INDEX864, b3)001111 13FPC no. of the node providing IP (ASYDL: SYS1, INDEX865)00 Note 5Note 5Note 5Note 5 14FPC no. of the node providing ACDP (ASYDL: SYS1, INDEX866)00Note 6Note 7PBX 6 PBX 6 : Item 1 is ACD FD4 included with Generic Software. Items 2, 3 and 4 are provided on the Configuration FD. : Node requires ACD data programming.
NDA-24282 (E) CHAPTER 5 Page 193 Revision 1.0 OFFICE DATA DESIGN Note 1: When CM is used for another function, this setting may be changed. Note 2:When the CPU in system 1 is used, assign “1”. (Used only in External ACD.) Note 3:Assign “1” to all nodes using “AGENT ANYWHERE”. Note 4:All fusion nodes in the network are used for “MULTIPLE ACDPs in a Fusion Network”, this data may be assigned using ASYDN. Note 5:This data is required for UAP connection. Note 6:When ACD incoming calls are controlled by one ACDP, assign FPC no. of the node providing ACDP. As for ACD incoming calls controlled by multiple ACDPs, assign FPC no. of a node of all managing nodes. Program the data for the transferred ACD calls. Note 7:Assign FPC no. of the self node. Note 8:(This data is not necessary for the example in Figure 5-4.) Assign this data so that the proper number of ports can be used when more than three ports of Status Monitoring for terminal (SMFN) is required. The identical data should be assigned at all nodes. ASYDL SYS1 INDEX864 b4-5: (b4=0, b5=0)=2 ports (b4=1, b5=0)=8 ports Note 9:Assign the FPC no. of ACDP node using “AGENT ANYWHERE” when a Fusion Network provided MULTIPLE ACDPs is also provided “AGENT ANYWHERE”. While in the network not provided “AGENT ANYWHERE” (actually, the node may be changed into the node provided “ACD Trunk for Fusion”) assign the FPC no. of ACDP node using “ACD Trunk in a Fusion Network” (In this example, FPC no. of PBX4 or PBX6 is applied with this condition). 2. Notations for ACD command data programming are described below. (a) When the DID trunk is controlled by multiple ACDPs, the identical ACDTG command data can be programmed at the nodes of ACDPs. (b) Do not duplicate the monitor number in ACDPLT data, agent position (including analog ACD positions and agent positions in a “Hot Split”)’s number in ACDPSN, and IVR access number in ACDIVR command data at multiple ACDP nodes. 15 Number of ports for SMFN (terminal) (ASYDL: SYS1, INDEX864, b4~5)0 Note 8 Note 8 Note 8 Note 8 Note 8 16 FPC no. of Center Node providing VNDM (ASYDN: SYS1, INDEX533)Note 9 Note 9 Note 9 Note 9 Note 9 Note 9 17 ACD data (See item (2) in this section)Type and Node ACD Software and Data Programming III III IV PBX1 PBX2 PBX3 PBX4 PBX5 PBX6 : Item 1 is ACD FD4 included with Generic Software. Items 2, 3 and 4 are provided on the Configuration FD. : Node requires ACD data programming.
CHAPTER 5 NDA-24282 (E)
Pag e 1 94
Revision 1.0
OFFICE DATA DESIGN
3. Some notices for PBX commands data programming are described below.
See Figure “Network Configuration of ACD systems” for network configuration of ACD systems.
Note:
When a COT card is used for back-up UCD, assign the UCD pilot number for the destination of RT and TK
for COT card using ACSI command data.
The system may not be operated normally if the above-mentioned data (especially, system data in item 1)
is not programmed correctly or the required software (also, described in item 1) is not installed yet. Data
to be checked if the following faults occur are shown below.
Note:Data marked with an asterisk (*) indicates that system must be initialized after data change.
(a) ACD data cannot be programmed.
- Software to be installed
Software install for Built-in ACDP function (Basic ACD Option Service software (APL-0809:
Series 7400 or later release)
- Data Programming
ACDP in service/out of service (ASYD: SYS1, INDEX2, b0)
IP in system 0 is used/not used (ASYD: SYS1, INDEX207, b0)
IP in system 1 is used/not used (ASYD: SYS1, INDEX207, b1)
Note 1
Built-in ACDP is used/not used (ASYDL: SYS1, INDEX864, b0)
Note 1:IP in System 1 not used in Internal ACD.
(b) ACD agent positions cannot be logged on to the split.Type and Node
PBX Command Data
I II III IV
PBX1 PBX2 PBX3 PBX4 PBX5 PBX6
AMNO (Monitor Number Data) N/L N N
(Back-up UCD)
NoteFFF
ACNO (Conversion Number Data) N/L N N
AADT (Announcement/Dictation Data) N N N
AOKC (OAI Key Code Data)
AKYD (Key Data for D
term)
ASFC (Service Feature Restriction Class Data)
ASHU (Station Hunting Group-UCD Data) F F F F F
: Assign data by the corresponding commands written in DM.
N : Assign data by the corresponding commands written in NDM.
L : Assign data by the corresponding commands written in LDM when the call is not terminated from other nodes.
F : UCD for Fusion service must be used for the back-up UCD.
NDA-24282 (E) CHAPTER 5 Page 195 Revision 1.0 OFFICE DATA DESIGN - Software to be installed Software install for VNDM function (Basic ACD Option Service software, APL-0809: Series 7400 or later release) Software install for “AGENT ANYWHERE” (APL-0734: Series 7300 or later release) - Data Programming FPC number of Center Node providing VNDM (ASYDN: SYS1, INDEX533) “AGENT ANYWHERE” is in service/out of service (ASYDL: SYS1, INDEX864, b2) “MULTIPLE ACDPs in a Fusion Network” is in service/out of service (ASYDL: SYS1, INDEX864, b3) (c) ACD incoming calls are routed to the busy tone connection./ACD incoming calls are distributed by back-up UCD function. - Software to be installed Software install for VNDM function or ACD Trunk for Fusion function (Basic ACD Option Ser- vice software, APL-0809: Series 7400 or later release) Software install for “AGENT ANYWHERE” (APL-0734: Series 7300 or later release) - Data Programming FPC number of Center Node providing VNDM (ASYDN: SYS1, INDEX533) “AGENT ANYWHERE” is in service/out of service (ASYDL: SYS1, INDEX864, b2) “MULTIPLE ACDPs in a Fusion Network” is in service/out of service (ASYDL: SYS1, INDEX864, b3) FPC number of the node providing ACDP (ASYDL: SYS1, INDEX866) (d) ACD incoming calls released before connecting with the ACD positions are not deleted from the queue (Abandoned Call Search is ineffective)/ACD positions are not automatically released from the connection with an ACD call after the call is released. - Software to be installed Software install for extending the number of ports for SMFN (terminal) function (Basic ACD Option Service software, APL-0809: Series 7400 or later release) - Data Programming CM usage (ASYD: SYS1, INDEX31, b0~3) OAI Call Processing Event Notification (ASYD: SYS1, INDEX241, b2) Number of ports for SMFN (terminal) (ASYDL: SYS1, INDEX864, b4~5) (e) ACD agent position is locked up after transferring an ACD call to another position in the remote node. - Software Install Software install for extending the number of ports for SMFN (terminal) function (Basic ACD Option Service software, APL-0809: Series 7400 or later release) - Data Programming Number of ports for SMFN (terminal) (ASYDL: SYS1, INDEX864, b4~5) -Others Check the destination node is PBX1 or PBX2 in Figure 5-4. If PBX1 or PBX2 is required to be transferred ACD calls from other ACD systems, data programming and software install of PBX3 to PBX1, data programming and software install of PBX4 to PBX2 are required. (f) ACD incoming calls are not distributed using alternate routing function when system is down or con- nection trunks are all busy.
CHAPTER 5 NDA-24282 (E) Pag e 1 96 Revision 1.0 OFFICE DATA DESIGN - Data Programming SCF Return Error Detail Notification (ASYD: SYS1, INDEX241, b3=1) (*) ACD data programming (see ACDCCV command data in item 4) (*) (g) LCD display is not operated normally on ACD agent positions. - Software Install Software install for extending the number of ports for SMFN (terminal) function (Basic ACD Option Service software, APL-0809: Series 7400 or later release) - Data Programming Number of ports for SMFN (terminal) (ASYDL: SYS1, INDEX864, b4~5) ACD data programming (ACD position data in ACDPSN command is duplicated at multiple nodes) (*) 3. ACD SERVICE FEATURE This section explains general description, operating procedure, service condition, and programming procedure for the following ACD service features. Table 5-2 ACD SERVICE LIST FEATURE CODE SERVICE NAME A-31A Abandoned Call Search - ACD A-34A Assistance - ACD Agent - ACD A-35A Automatic Answer - ACD A-37A Availability - ACD Position - ACD A-80A Announcements - ACD A-85A Agent Personal Queue - ACD A-86A Auto Work Mode for PBX Calls - ACD A-91A Analog ACD Position - ACD A-93A Alternate Night CCV - ACD A-133A Agent Anywhere - ACD B-20A Break Mode - ACD B-21A Bad Call Notifications - ACD C-35A Call Distribution to Agents - ACD C-67A Call Transfer to Split Queue - ACD C-68A Call Waiting Indication - LCD Display/CW Lamp - ACD C-70A Calling Party Identification - ACD C-108A Call Control Vector - ACD C-110A Call Waiting Lamp with Chime - ACD C-127A Call Forwarding - Split - ACD
NDA-24282 (E) CHAPTER 5 Page 197 Revision 1.0 OFFICE DATA DESIGN C-191A Call Recover - ACD C-199A Connection Displays - ACD D-133A Do Not Disturb - Split - ACD E-6A Emergency/Recorder - ACD F-10A Function Groups (Splits) - ACD F-25A Flexible ID Codes - ACD H-20A Holiday Scheduling - ACD H-31A Hot Split - ACD I-99A Infolink Data Messages - ACD L-19A Logon/Logoff Position - ACD L-48A Language Default - ACD L-92A Logoff Warning - ACD M-28A Monitoring - ACD Supervisor - ACD M-29A Multiple Customer Groups - ACD M-79A Multiple Supervisor Groups (Splits) - ACD M-88A MIS Operator Selection - ACD M-89A Monitor Me - ACD M-90A Multi-Split Agent - ACD N-12A Night Service - ACD N-14A Non-ACD Call - ACD O-10A Overflow Outside - ACD P-21A Priority Queuing - ACD P-40A Pilot Numbers - ACD P-45A Personal Emergency and Assist - ACD Q-1A Queuing - ACD R-19A Release - ACD Position - ACD R-145A Ring Delay - ACD S-91A Splits - ACD S-97A Split Display - ACD Position - ACD S-98A Split Selection - ACD S-108A Stranded Call Routing - ACD T-24A Trunk Trouble Report - MIS - ACD T-49A Tally Count - ACD Table 5-2 ACD SERVICE LIST (Continued) FEATURE CODE SERVICE NAME
CHAPTER 5 NDA-24282 (E) Pag e 1 98 Revision 1.0 OFFICE DATA DESIGN T-50A Time of Day/Week Routing - ACD T-51A Tally-Oh Codes - ACD T-85A Tally Required - ACD W-5A Work Mode - ACD W-6A Work Mode Time Limit - ACD Z-1A Zip Tone - ACD Table 5-2 ACD SERVICE LIST (Continued) FEATURE CODE SERVICE NAME
NDA-24282 (E) CHAPTER 5 Page 199 Revision 1.0 ABANDONED CALL SEARCH - ACD A-31A ABANDONED CALL SEARCH - ACD GENERAL DESCRIPTION This feature prohibits abandoned incoming calls from being connected to agent/supervisory positions. Any trunk call disconnected during ringback tone is considered an abandoned call and is automatically removed from all queues. Trunk calls disconnecting after the first announcement must provide disconnect supervision to be classified as an abandoned call and to be removed from all queues. Once the ACD has answered a call, some central offices are unable to inform the ACD when a trunk is no longer in use. In these cases, the ACD is unable to recognize that the trunk has been abandoned and will connect the idle trunk to an agent/supervisory position. OPERATING PROCEDURE Step 1: A caller has dialed into the ACD and is waiting in queue since no agents were available. While waiting the calling party hears either ringback tone, a message, or music on hold. Step 2: The caller disconnects prior to being connected to an agent. This could be either while hearing an announcement, listening to music on hold, or even while the agent’s phone is ringing. At this time the abandoned call is detected and the caller will be removed from all queues he was waiting in. Step 3: If the abandon occurred while ringing at an agent’s position, the agent will be assigned a new call from queue if there are additional callers waiting. SERVICE CONDITIONS Step 1: An ACD call is registered as an abandoned call under the following conditions: a. The ACD incoming call is placed in queue and disconnects after hearing ringback tone. b. The ACD incoming call disconnects while it is in queue at both the overflow source and the overflow destination. c. The ACD incoming call disconnects during the first delay announcement. d. The ACD incoming call disconnects while hearing music or silence between the first and second announcements. e. The ACD incoming call disconnects during the second delay announcement. f. The ACD incoming call disconnects after the second delay announcement and before connection to an agent position. g. The caller disconnects while the ACD call is being terminated to the ACD agent position and ring- back tone is being provided. Step 2: If the C.O. trunk is a loop start trunk (loop start trunks are unsupervised), the ACD cannot detect the release of a call by the C.O. after the trunk has terminated or is connected to the first delay announcement. Thus, the ACD cannot detect an abandoned call. PROGRAMMING None
CHAPTER 5 NDA-24282 (E) Pag e 2 00 Revision 1.0 ASSISTANCE - ACD AGENT - ACD A-34A ASSISTANCE - ACD AGENT - ACD GENERAL DESCRIPTION This feature allows an agent to call a supervisor for assistance. Activation of this feature, using the ASSIST key during an ACD call, automatically places the active call on hold and places an assistance call to a pre- programmed number. This number can be a PBX line for the supervisor. If the target extension of the assistance request has display capabilities, display information identifying the call as a call for assistance will accompany the call. OPERATING PROCEDURE To place an assistance request: 1. While on an ACD call, the agent whose extension is 4302, presses the ASSIST key. The ASSIST lamp lights and ASSIST AND THEN TRANSFER is displayed at the agent position. 2. The ACD call is placed on hold and an automatic transfer to the designated supervisor is initiated. 3. The agent hears ringback tone and the supervisor is rung. The supervisor is connected to the agent. (If supervisor is not available to take the call, the call waiting indication is provided to the supervisory position and “BUSY” is displayed at the agent position.) 4. The assistance call will connect on the supervisor’s PBX line and will display either ASSIST NAME or ASSIST 4302, depending on whether the agent’s name is programmed with their logon ID. Refer to Flexible ID Codes - ACD [F-25A] for more information. 5. After consulting with the supervisor, one of three things may happen: a. The agent may release from the call, thereby completing the transfer of the ACD call to the supervisor. b. The supervisor may release from the call. This will reconnect the agent and the ACD call. c. The agent may press the CONF key and invoke a three-way conference between the supervisor, the agent and the ACD calling party. 6. When either the agent or the supervisor disconnects from the assistance call, the ASSIST lamp is extinguished and the displays return to their original status. To cancel an assistance request: 1. After initiating an assistance request and before being answered by a supervisor, the agent may cancel the request by pressing the TRANSFER key or performing the switch hook flash. At that time, the agent reconnects with the ACD call. 2. The lamp associated with ASSIST key will be extinguished, the agent will be reconnected with the ACD calling party, and the display will return to the original display.
NDA-24282 (E) CHAPTER 5 Page 201 Revision 1.0 ASSISTANCE - ACD AGENT - ACD Queuing of Assistance Requests: Valid since the PBX software Series 7400 and the ACD software R1. See Multiple Supervisor Groups (Splits) - ACD [M-79A] for details. 1. Assistance requests may be routed to a split of supervisors or an individual supervisor. If to a split of supervisors, multiple assistance requests can be queued. All the features which apply to CALL TRANSFER TO SPLIT QUEUE [C-67] also apply to assistance requests to a split of supervisors. 2. If assistance requests are being routed to a split of supervisors, they will also appear on the supervisor’s ACD line. If the calls are routed directly to an individual supervisor, they will appear on the pre- programmed line (e.g., the supervisor’s non-ACD line). SERVICE CONDITIONS 1. During an assist call, either the agent or the supervisor can display the source of the original ACD call and the queue depth by pressing the LOGON key. Refer to Calling Party Identification - ACD [C-70A] for additional information. 2. The directory number used for assistance requests may not contain a “*” or a “#”. 3. Assist requests will be ignored while talking on a non-ACD line or during an emergency call. 4. The ASSIST key can be dedicated to the ASSISTANCE - ACD AGENT feature or the MONITOR ME feature. The choice is made on a split-wide basis. 5. When an Emergency request is routed to an individual supervisor, the call is distributed to the supervisor in Work Mode or Break Mode. While, Emergency call to a split of supervisors is not distributed to the supervisors in those modes. 6. For emergency split queuing, to ensure the fastest processing, the only CCV steps that will be executed are Queue to Split, Conditional Queue to Split, and Goto (the steps are followed by Pause, End CCV), and the request will be queued at the highest priority. All other CCV steps will be ignored. PROGRAMMING This data is set to the agent position. Step 1: AKYD - Assign ASSIST Key to a Function Key. Step 2: ACDSPL - Assign number for ASSIST under the DIR numbers. Step 3: ACDLOG - Assign Personal Assist Number.