NEC Neax 2400 Imx Callcenterworx Enterprise Acd System Manual

							CHAPTER 6 NDA-24282 (E)
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Revision 1.0
ACD SERVICE FEATURES FUNCTIONAL TEST PROCEDURES
Note:
After MON key is pressed, “BARGE?” is displayed. At that time, monitoring is abandoned by one of the
following operations.
Dial “1” + “#” (Three-party conference will be established.)
Press MON key again
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Emergency Recorder
C.O. trunk call incoming.
 Place a C.O. trunk call from station 
A to station B.
Incoming at ACD agent position.
Answering by ACD agent position.
Emergency recording operation.
 Press the EMER key on the agent position.
Incoming at supervisory position.
 When the ACD calls is terminated at the supervisory position, the LCD on the supervisory position 
indicates the emergency recording request and the MON lamp also illuminates.
 At the same time, the recorder starts recording.
 In the period above, the agent position and C.O. trunk is in the communicating status.
Answering by supervisory position.
 The supervisory position answers the call as an ACD call and monitors it (three-party conference call 
does not occur).
 The agent position can confirm the answering of the supervisory position by the change of the lamp 
indication on the agent position (flashing steady) as well as from the LCD display.
Confirmation of recording.
 Check that the call is recorded by the recorder.
The supervisory position presses the MON key to start three-party conference call. 
Note
Release by ACD agent position.
 When the agent position releases the incoming C.O. trunk call, it is transferred to the supervisory 
position.
Confirmation of communication.
 Check that the supervisory position is communicating with the C.O. trunk.
Release by supervisory position.
Apply the test procedure above to all splits.
START
END
ELC/DLC
A
BCOT
LC
LC
ELC/DLC
RecorderAnnouncement 
Trunk
Supervisory position
Agent position 
						

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After Call Work (Manual)
Log off all ACD agent and supervisory 
positions, then log on only one position.
C.O. trunk incoming.
 Place C.O. trunk call from station A to station C.
Incoming at ACD agent position.
Answering by ACD agent position.
After Call Work activation.
 Press the WORK key so that the WORK lamp illuminates.
C.O. trunk incoming.
 Place a C.O. trunk call from station B to station D.
Release by ACD agent position.
 The agent position can end communication with station A by pressing the RELEASE key.
Confirmation of After Call Work mode.
 Check that, when the agent position release, the next call is not terminated at it.
Release of After Call Work mode.
 Press the WORK key again so that the WORK lamp goes out.
Incoming at ACD agent position.
Answering by ACD agent position.
 The agent position starts communication with station B.
Release by ACD agent position.
Apply the test procedure above to all splits.
START
END
COT
LC
A
B
C
D
ELC/DLC
Agent Position 
						

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ACD SERVICE FEATURES FUNCTIONAL TEST PROCEDURES
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After Call Work (Automatic)
Log off all ACD agent and supervisory 
positions, then log on only one position.
Office data change.
 Using the ACDSPL command, assign 0 (Automatic After Call Work mode setting) to parameter 
AFTER.
C.O. trunk incoming.
 Place a C.O. trunk call from station A to station C.
Incoming at ACD agent position.
Answering by ACD agent position.
C.O. trunk incoming.
 Place a C.O. trunk call from station B to station C.
Release by ACD agent position, automatic setting of After Call Work mode.
 Check that, when the agent position release, the After Call Work mode is set automatically.
Release of After Call Work mode.
 Press the WORK key so that the WORK lamp goes out.
Incoming at ACD agent position.
Answering by ACD agent position.
 The agent position starts communication with station B.
Release by ACD agent position.
Release of office data.
Apply the test procedure above to all splits.
START
END
COT
LC
A
B
C
D
ELC/DLC
Agent Position 
						

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Assistance
C.O. trunk incoming.
 Place a C.O. trunk call from station A to station B.
Incoming at ACD agent position.
Answering by ACD agent position.
Assistance activation.
Press the ASSIST key on the agent position so that the ASSIST lamp illuminates.
Incoming at supervisory position.
 The call is terminated as non-ACD call to the supervisory position.
Answering by supervisory position.
 The communication between the agent position and supervisory position starts, while the C.O. trunk 
call is held.
Three-party conference call.
 Press the CONF key on the agent position to start three-party conversation.
Release by ACD agent position.
 The communication takes place between the C.O. trunk (station A) and supervisory position.
Release.
Apply the test procedure above to all splits.
START
END
ELC/DLC
A
BCOT
LC
ELC/DLC
Supervisory position
Agent position 
						

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Au x il ia r y Wo r k
Log off all ACD agent and supervisory positions.
Set one of the ACD agent positions to the 
Auxiliary Work mode. 
 Press the AUX WORK key so that the 
AUX WORK lamp illuminates.
C.O. trunk incoming.
 Place a C.O. trunk call from station A to station B.
Confirmation of Auxiliary Work mode.
 Check that the incoming call is not distributed to the agent position.
Release of Auxiliary Work mode.
 Press the AUX WORK key again so that the AUX WORK lamp goes out.
Incoming at ACD agent position.
Answering by ACD agent position.
Release by ACD agent position.
Apply the test procedure above to all splits.
START
END
Agent Position ELC/DLC
LC
A
BCOT 
						

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ACD SERVICE FEATURES FUNCTIONAL TEST PROCEDURES
Note:
If one of the following operation is performed at this time, monitoring is abandoned.
Dial “1” + “#” (A three-party conference will be established.)
Press MON key again
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Monitoring–ACD Supervisor
C.O. trunk incoming.
 Place a C.O. trunk call from station A to station B.
Incoming at ACD agent position.
Answering by ACD agent position.
Monitoring Activation from Supervisory Position 
(1) Press the MON key on the supervisory position.
(2) Dial Agent ID code+# or 0+Agent position station No. for non-ACD calls+#.
Monitoring.
 The supervisory position can monitor the conversation between station A and the agent position.
 The supervisory position can monitor the call but cannot join the conversation.
Supervisory Override Operation
 Press the MON key on the supervisory position again. “BARGE?” is displayed. 
Note
 The agent position and the call originator (station A) hear the warning tone.
Release.
Apply the test procedure above to all splits.
START
END
Supervisory PositionELC/DLC
LC
A
BCOT
ELC/DLC
Agent Position 
						

							CHAPTER 6 NDA-24282 (E)
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Night Service
Use one of the following three methods to change 
into the night mode.
(1) Automatic changeover into the night mode 
based on the ACD call control vector (Night 
Announcement setting using ACD CCV command).
(2) Pressing the NIGHT key on the supervisory position of split C; as this display confirmation message 
Night Mode?, enter 1# to change over into the night mode.
(3) Changeover into the night mode by means of operation at the MIS terminal of the supervisory posi-
tion.
Night Announcement
 Place a C.O. trunk call from station A to station B in the special night split.
Station A hears the night announcement.
Apply the test procedure above to all splits.
Using the ACD CCV command, change the night services of the split and test each of the following ser-
vices repeatedly.
Night Service Change 
Using the ACD CCV command, change the night services of the split and test each of the following ser-
vices.
 Night Transfer to Station 
 Place a C.O. trunk call from station A to station B.
Call incoming at transfer destination station.
A
START
ELC/DLC
LC
A
BCOT
ATI ELC/DLC
Announcement Trunk
Split C
D: ATT 
						

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Night Service
Answering by station.
Release by station.
Apply the test procedure above to all splits.
Night Transfer to Attendant
 Place a C.O. trunk call from station A to station B.
Call incoming at transfer destination attendant console.
Answering by ATTCON.
Release by ATTCON.
Apply the test procedure above to all splits.
Night Transfer to Outside
 Place a C.O. trunk call from station A to station B.
Call incoming at transfer destination C.O. trunk.
Answering by C.O. trunk.
Release by C.O. trunk.
Apply the test procedure above to all splits.
END
A 
						

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Abandoned Call Search
 Abandoned Call Search
C.O. trunk call origination.
 Place a call from station A to station B and a C.O. trunk call is terminated to agent positions.
 At this time, agent positions shall be in the manual answer mode.
After checking that the CW lamp on the agent position illuminates, station A releases the call.
 Check that the CW lamp on the agent position goes out and that the call is released.
START
END
LC
A
BCOT
ELC/DLC
Agent Position 
						

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Trunk Trouble Report
C.O. trunk call incoming.
 Place a C.O. trunk call from station A to station B and a C.O. trunk call is terminated to agent posi-
tions.
The call is terminated to agent positions. An agent position answers the call.
While the agent position is busy, press the TRK/TRBL key on station B.
The connection information is output at the MIS terminal.
A system message is output.
Apply the test procedure above to all agent and supervisory positions of all splits.
START
END
LC
A
BCOT
ELC/DLC
Agent Position