NEC Neax 2400 Imx Callcenterworx Enterprise Acd System Manual

							CHAPTER 6 NDA-24282 (E)
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ACD SERVICE FEATURES FUNCTIONAL TEST PROCEDURES
Night Service
B
Monitoring-ACD Supervisor
Overflow
Center Closed Announcement
 
Announcements (A80) 
Call Control Vector (C108) 
Call Forwarding Split (C127) 
Night Service-ACD (N12)
 
Monitoring-ACD Supervisor (M28)
 
Break Mode (B21)
 
Assistance-ACD Agent (A34)
 
Availability-ACD Position 
(After Call Work) (A37)
 
Emergency/Recorder (E6) 
 
Overflow Outside-ACD (O19)
 
Announcements (A80)
Auxiliary Work Emergency Recorder
Assistance After Call Work (Automatic)After Call Work (Manual)NAP-215-109 NAP-215-108 NAP-215-107
NAP-215-110
NAP-215-111
NAP-215-112
NAP-215-113
NAP-215-114 NAP-215-106 A 
						

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Abandoned Call Search
 
Abandoned Call Search (A31)
Trunk Trouble Report
 
Trunk Trouble Report-MIS (T24)
MIS Terminal FunctionsTally Count (T49)  For the following services, refer to the manual 
described MIS functions.
ENDNAP-215-116 NAP-215-115 B 
						

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NAP-215-101
Sheet 1/2
AC D  In c o m in g
Set up a loop-back connection between COT for ACD trunk group to be tested and station line. 
Log off agent positions and supervisory positions. 
ACD Agent/Supervisory Position Incoming Test
 Test all agent positions and supervisory positions with following flow chart. 
Log on the agent position or supervisory position to be tested, and release the After Call Work Mode. 
 Use the AUTO/MAN key to set to the Automatic Answer mode. (If the answering mode at logon is 
the
 Automatic Answer mode, this operation is not necessary for the Automatic Answer mode has 
already been set.)
C.O. trunk call incoming. 
  Place a C.O. trunk call from station A to station B.
Incoming at ACD agent position.
 Check that a Zip Tone is generated when the call is incoming. 
 Check that the incoming route is displayed on the LCD of the agent position.
Answering by ACD agent position.
Check that conversation can be started at the same time as the Zip Tone (without any operation). 
Note:When ACD system is used in a Fusion Network, test that the incoming call terminated to C.O.
trunk in other nodes can be picked up.
Agent Position
ELC/DLC
LC
A
BCOT
START
A 
						

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NAP-215-101
Sheet 2/2
AC D  In c o m in g
 ACD Agent/Supervisory Position Trunk Incoming Call
 Test all agent and supervisory position trunks with the following procedure.
Log on to all agent and supervisory positions and release the After Call Work Mode.
 Use the AUTO/MAN key to set to the manual answer mode. (If the answering mode at logon is the 
Manual Answer mode, this operation is not necessary for the Manual Answer mode has already been 
set.)
Set up a loop-back connection between COT to be tested and station line.
C.O. trunk incoming test.
 Place a C.O. trunk call from station A to station B.
Incoming at ACD agent position.
 Check that the call is incoming to the ACD split where the trunk tested is set.
Answering by ACD agent position.
 Check that conversation can be held normally after answering.
END
A 
						

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NAP-215-102
Sheet 1/1
Call Distribution to Agents
Log off all ACD agent/supervisory positions.
C.O. trunk incoming.
 Place C.O. trunk calls from station A, B 
and C to stations D, E and F.
Log on at agent position.
 The incoming call trunk groups are 
distributed in the split.
 One of the agent positions in the split releases the after call work mode.
Incoming at ACD agent positions.
Answering by ACD agent positions.
 Check that conversation can be held normally after answering.
Release at ACD agent positions.
 The agent positions should not be in the Automatic After Call Work mode.
Check that the calls are distributed in the incoming order.
Apply the test procedure above to all splits.
START
END
Agent Position ELC/DLC
CCOT
LC
A
B
F D
E 
						

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Note:
The priority of C.O. trunk call incoming queue is determined depending on the queue priority set with the
Assignment of Trunk Group data (ACDTG) command.
NAP-215-103
Sheet 1/1
Priority Processing
Log off all ACD agent/supervisory positions.
C.O. trunk incoming to the non-priority queue.
 Place C.O. trunk calls from station A to 
station D and from station B to station E, and 
let them terminate in the routes for the non- 
priority queue. 
C.O. trunk incoming to the priority queue.
 Place C.O. trunk call from station C to station 
F, and let it terminate in the route for the 
priority queue. 
Log on and After Call Work mode release at ACD agent position.
Log on one of the agent positions in the split where calls queued in the non-priority queue and priority 
queue are terminated, and release the After Call Work mode.
Incoming at ACD agent position.
Answering by ACD agent position.
 Check that the first communication can be held with the originator of the call in the priority queue (sta-
tion C).
 Check that the CW lamp on the agent position illuminates during queuing.
 Check that the number of waiting calls is indicated on the MIS terminal of the supervisory position 
during queuing.
Release of ACD agent position.
  After the above, confirm the originators of the calls in the non-priority queue (station A, then station 
B). 
Apply the test procedure above to all splits.
START
END
C
LC
A
B
F D
E
Agent Position ELC/DLCCOT
COT
COT NPQ (Non Priority 
Queuing) Route
NPQ
PQ
PQ (Priority 
Queuing) 
Route 
						

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NAP-215-104
Sheet 1/1
Automatic Call Distributi
on
Log off all agent and supervisory positions.
Log on agent positions in sequence.
 Log on agent positions in order 
of C→D→E.
C.O. trunk incoming.
 Place a C.O. trunk call from station A to station B.
Incoming at ACD agent position.
 Check that the call is terminated at agent position C.
Answering and release by ACD agent position.
C.O. trunk incoming.
 Place C.O. trunk call from station A to station B.
Incoming at ACD agent position.
 Check that the call is terminated at agent position D.
Answering and release by ACD agent position.
C.O. trunk incoming.
 Place a C.O. trunk call from station A to station B.
Incoming at ACD agent position.
 Check that the call is terminated at agent position E.
Answering and release by ACD agent position.
Repeat the test procedure above for every agent position and supervisory position of each split.
START
END
Agent Position CELC/DLC
LC
A
BCOT
Agent Position D
Agent Position E 
						

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Note:
This test does not use the Overflow service.
Related commands:      AADT, ACDCCV
NAP-215-105
Sheet 1/1
Delay Announcement
Log off all agent and supervisory positions.
C.O. trunk incoming.
 Place C.O. trunk calls sequentially from stations A, B 
and C to stations D, E and F respectively.
First delay announcement.
 Stations A, B and C shall hear the first delay 
announcement after the predetermined period of time.
Music on hold.
 Stations A, B and C shall hear the music on hold until the second delay announcement.
Second delay announcement.
Music on hold.
Release.
 Check that the incoming trunk is cleared automatically after the second delay announcement, then 
release stations A, B and C.
Apply the test procedure above for each trunk group.
START
END
Announcement 
Machine
COT
LC
A
B
C
D
E
F 
						

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(a) If the weekly schedule No. is set as the incoming path: 
(b) If the call control vector is set as the incoming path:
NAP-215-106
Sheet 1/1
Center Closed Announcement
C.O. trunk call origination.
 Place a C.O. trunk call from station A 
to station B.
Check that station A hears the center
 closed announcement.
Set the ACD system to the night mode by pressing the NIGHT key on the supervisory position or by 
operating from the MIS terminal.
C.O. trunk call incoming.
 Place a C.O. trunk call from station A to station B.
Check that station A hears the center closed announcement.
Announcement Machine
ELC/DLC
A
BCOT
LC
LC Group 
Supervisory 
Position
START
END
START
END 
						

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NAP-215-107
Sheet 1/1
Overflow
Log on the ACD agent and supervisory 
positions of the overflow origination
split.
Log on the ACD agent and supervisory 
positions of the overflow destination 
split.
C.O. trunk incoming.
 Place C.O. trunk calls sequentially 
from stations A, B and C to stations 
D, E and F respectively.
(Overflow period elapsed).
Call termination at overflow destination split.
Answering by ACD agent position.
 At the moment an agent position answers, it hears the ACD call transfer identification tone, after 
which the communication can be started.
Release of ACD agent position.
Apply the test procedure above to each trunk group for which Overflow has been set.
START
END
F D
ECOT
ELC/DLC
C
A
B
LC G
 
H 
 
 
I
 
J
Overflow 
Designation 
Split
Overflow 
Origination 
Split