NEC Neax 2400 Imx Callcenterworx Enterprise Acd System Manual

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INTRODUCTION
1.2 RELATED REFERENCE MANUALS
For maintenance to be performed on the NEAX2400 CallCenterWorX-Enterprise ACD System, there are
operations pertaining to ACD functions and those pertaining to the NEAX2400 IMX itself. Because this manual
explains only the operations pertaining to ACD functions, related reference manuals explaining the procedures
of the NEAX2400 IMX must be used with this manual when performing maintenance on the NEAX2400
CallCenterWorX-Enterprise ACD System as a whole.
IMX reference manuals and their relation with this manual are shown in Table 1-2.
1.3 PRECAUTION ON USING THE ACD FEATURES
CAUTION:
   The use of a monitoring, recording or listening devices to eavesdrop, monitor 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
telephone conversation. Some of these laws incorporate strict penalties.
Table 1-2  Related Reference Manuals
MANUAL NAME RELATION TO THIS MANUAL
Installation Manual When performing installation/installation tests, use the manuals named 
in conjunction with Chapter 2, “General Information”, Chapter 3, 
“Installation” and Chapter 4, “Switch Setting of ACD Circuit Cards” 
located in this manual Circuit Card Manual
System Operations and Maintenance 
ManualMaintenance operations can be performed by referring to the manual 
listed in addition to Chapter 8, “System Operations” and Chapter 9, 
“System Maintenance” in this manual.
Office Data Specification Refer to the manual listed when programming office data other than for 
the ACD. Chapter 7, “PBX and ACD Command Programming”  includes 
some information for commands used with the ACD System. 
						

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CHAPTER 2 GENERAL INFORMATION 
1. GENERAL
This chapter provides the user with a basic working knowledge of the NEAX2400 CallCenterWorX-Enterprise
(ACD) System. It also explains how to use documents furnished with the NEAX2400 CallCenterWorX-
Enterprise (ACD) System.
The contents of this chapter and how to follow the information are as follows:
1.1 SYSTEM SPECIFICATIONS 
The System Specifications section describes the NEAX2400 CallCenterWorX-Enterprise (ACD) System
equipment configuration, functions and specifications, interface conditions for external equipment, and other
related subjects.
Persons having little or no basic working knowledge of the NEAX2400 CallCenterWorX-Enterprise (ACD)
System (equipment configuration, component functions, etc.) should read and thoroughly understand this
chapter before proceeding.
1.2 GLOSSARY OF TERMS
The terms used throughout the manual are listed and described in Section 3, “Glossary of Terms” of this chapter. 
						

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GENERAL INFORMATION
2. SYSTEM SPECIFICATIONS 
2.1 GENERAL
This section describes the concept, functions and configuration of the ACD in the IMX System.
This chapter includes the following information:
 Functional Outline: Describes the outline of the ACD.
 System Configuration: Describes the configuration of the ACD.
 MIS: Describes the MIS functions.
 Interface between ACD and MIS: Describes the interface condition to be used with the ACD in the IMX
System and MIS.
 Equipment related to ACD: Describes the related equipment used with the ACD in the IMX System.
 
Figure 2-1   Functional Outline of NEAX2400 CallCenterWorX-Enterprise ACD System 
NEAX2400 IMX 
position Supervisory Machine AnnouncementCallCenterWorX - Enterprise
ACD System 
						

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GENERAL INFORMATION
2.2 FUNCTIONAL OUTLINE
Presently, telephone reception services are provided to a wide variety of businesses including mail orders and
travel reservations. However, as the number of customers increase, these services are often subjected to com-
plaints such as telephone calls not answered for long periods of time, or the telephones being busy.
The agent positions receiving these calls also have problems which make their operators busy, such as calls be-
ing concentrated on specific positions.
To solve the problems of customers and telephone operators, the CallCenterWorX-Enterprise (ACD) system
provides a range of service features. The addition of the Management Information System (MIS) to the ACD
system saves excessive personnel expenses and communications costs based on calculations of the optimum
number of operators and trunks.
The NEAX2400 CallCenterWorX-Enterprise (ACD) System can connect large amount of incoming calls auto-
matically to the groups composed of ACD agent positions. These calls are processed in the order of their arrival,
and distributed evenly among the ACD agent positions.
When all agent positions handling incoming calls are busy or their splits have already finished the service, the
ACD can transmit various announcements to the calling customers.
The supervisor is able to supervise the agent positions. The supervisor can monitor the performance of each
agent and change the system administration style to optimize the personnel arrangement. 
						

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GENERAL INFORMATION
2.3 SYSTEM CONFIGURATION
The ACD system can be implemented in the internal  Type configuration, with which the ACDP is built in the
CPU of the NEAX2400 IMX.
The configuration of the NEAX2400 CallCenterWorX-Enterprise (ACD) System is defined as follows.
ACDP
MIS Interface Circuit
Ether: TCP/IP Built-in CPU
Provided with External LAN
cable connected from the PBX
External Type
Single CPU configuration (Figure 2-2)
Dual CPU configuration (Figure 2-3)
Internal Type 
						

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GENERAL INFORMATION
 
Figure 2-2   Block Diagram of ACD System (Single CPU Configuration) SYMBOL FUNCTIONCIRCUIT CARD
NAMEREMARKS
CPU Central Processing Unit (ACDP) RAM: Built-in Data Memory
ELC Electronic Line Circuit PA-16ELCJ
D
term Digital Multifunction Telephone
MIS Management Information System
ETHEREthernet Controller Ethernet + TCP/IP protocol 
management
Dter m
ELCTSW
CPU
MIS ETHER (External LAN)
Externally installed equipment
LPM CPR
NEAX2400
IMXSingle Configuration 
						

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GENERAL INFORMATION
Figure 2-3   Block Diagram of ACD System (Dual CPU Configuration) SYMBOL FUNCTIONCIRCUIT CARD
NAMEREMARKS
CPU Central Processing Unit (ACDP) RAM: Built-in Data Memory
ELC Electronic Line Circuit PA-16ELCJ
D
term Digital Multifunction Telephone
MIS Management Information System
ETHEREthernet Controller Ethernet + TCP/IP protocol 
management
Dterm
ELC
CPU
MIS
LPM CPR
TSW
ETHER (External LAN)
Externally installed equipment
NEAX2400
IMXDual Configuration 
						

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GENERAL INFORMATION
2.3.1 SYSTEM CAPACITY
CallCenterWorX-Enterprise (ACD) system capacity can be upgraded by installing the ACD Option Service
Software (standard) for extending ACD capacity.
For the procedure to link with the Optional Service Software, refer to Chapter 4 “System Startup” in the
Installation Manual.
Note:Due to the amount of memory allocated to the ACD database, use consecutive numbering when possible to
gain the maximum number of pilot numbers, ACD myline, ACD line, IVR parts, and analog access codes
available.
Table 2-1  CallCenterWorX-Enterprise (I) ACD Capacities 
System Components25-1,000 Seats
Version (I4.01.00.000)
Analog Agent Access Codes 4,000 *
Announcement Routes 58
Call Active (simultaneous calls) 6,000
Call Control Vectors (20 steps each) 1,200
Holiday Schedules per Tenant 3
IVR Ports 400
Logon IDs (9 digits maximum) 7,000
Personal Pilot Numbers 4,000 *
Pilot Numbers 4,000 *
Priority Level 250
Splits900
Splits per Agent 16
Station Calls 500
TCP/IP Clients 8
Tenants10
Transfer to PBX Numbers 1,200
Trunk Groups 255
*  
Note: Personal Pilots, Pilots, and Analog Access Codes cannot exceed 4,000. 
						

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GENERAL INFORMATION
2.4 MIS
The Management Information System (MIS) expands the benefits of the telephone reception services of the
ACD system by providing efficient administration.
The number of handled ACD calls, system capacity and functions of the MIS vary depending on whether it is
based on a Navigator MIS. The MIS calculates the traffic related to the ACD calls and issues reports. The basic
purpose of MIS is to provide statistical data to be used in calculations of the number of agents required and the
amount of C.O. trunk traffic.
System administration can be optimized by the supervisor, by setting the average delay time response of the
trunk group or split between 20 and 40 seconds. If the delay time is less than 20 seconds, agents become idle,
thus the number of agents can be reduced. When delay time is more than 40 seconds, the number of agents
should be increased. (Note the number of agents is dependent on the customers.)
From the MIS, the supervisor can change the office data related to the ACD, including the C.O. call destination,
overflow condition and the number of agents.
[Precautions for Use of Navigator MIS]
When using the Navigator MIS, please note the following points:
 If the customer uses the Navigator MIS on a 24-hour basis, be sure to install the Navigator MIS in an
air-conditioned room to ensure normal operation and preventing the hard disk from overheating.
 Be sure to perform shutdown procedure before powering off the MIS personal computer. If the power
is turned off without running the procedure, statistical data on the hard disk will be corrupted or
destroyed.
2.5 INTERFACE BETWEEN ACD AND MIS
Table 2-2 shows the interface condition between the ACD in the IMX System and MIS.
2.6 EQUIPMENT RELATED TO ACD SYSTEM
2.6.1 AGENT POSITION
1. Function
This type of agent position is comprised of a telephone, jack set and a headset. It is equipped with the ACD
functions as well as the multifunction telephone functions including the single-key speed dialing. It
operates off the 16ELCJ card.
Table 2-2  Interface Condition
CIRCUIT CARD INTERFACE CONDITION
ETHERPhysical Interface ETHER
Communication protocol TCP/IP
Data Transmission Speed 10 Mbps 
						

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GENERAL INFORMATION
2. Specifications
3. Outer View
Figure 2-4 shows the outer view of D
term Series III Agent Position.
Figure 2-4   Outer View of Dterm Series III Agent Position
DimensionsD
term Series III105 (H) mm × 205 (W) mm × 225 (D) mm
D
term Series E98.1 (H) mm × 177.0 (W) mm × 223.7 (D) mm
Cable Conductors 2-conductor (1 Pair)
Distance from PBX Less than 850m (2787 ft.)
123
456
789
*0#
Dterm Series III