NEC Neax 2400 Imx Callcenterworx Enterprise Acd System Manual
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CHAPTER 2 NDA-24282 Pag e 1 2 Revision 1.0 GENERAL INFORMATION Figure 2-5 shows the outer view of Dterm Series E Agent Position. Figure 2-5 Over View of Dterm Series E Agent Position Dterm Series E NE C Fe at ur e ... .. . .... .. ..... .. .. ... ... .. ... .. .. ... .. .. .. S pe a kerA ns werTra n sf erHo ld 4GHI5J KL6M NO7P QR S8TU V9WXY Z #0O P ER E xitH el p MIC F e atu re 12 AB C3 DEF . .. ... .... .. .. . R ec a ll C on f Re di al
NDA-24282 CHAPTER 2 Page 13 Revision 1.0 GENERAL INFORMATION 2.6.2 SUPERVISORY POSITION 1. Function The supervisory position is equipped with the agent position functions and the display terminal. It is used as the supervisor of splits to manage the ACD operations by overriding calls to agent positions, call moni- toring, agent position status display, etc. The supervisor position consists of an ACD agent position and a display with keyboard (MIS terminal). Some supervisor positions are not equipped with the MIS terminal. Figure 2-6 Supervisory Positions Note ACD Supervisory Position (D term) Personal Computer/Data Terminal Equipment 123 456 789 *0# Note:Distance between ACD Agent position and MIS terminal: Max.15m (49 feet)
CHAPTER 2 NDA-24282 Pag e 1 4 Revision 1.0 GENERAL INFORMATION 3. GLOSSARY OF TERMS This section defines ACD-related terms. Figure 2-7 NEAX2400 CallCenterWorX-Enterprise ACD System Configuration Split SplitTrunk Group Trunk Group NEAX2400 IMX ACD System COT COT COT COT COT ACD Agent Position ACD Agent Position Group Supervisory Position ACD Agent Position ACD Agent Position Group Supervisory Position System Supervisory Position Queue Queue ACDP MIS Printer ELC ELC ELC ELC ELC ELC ELC ETHER CPR
NDA-24282 CHAPTER 2 Page 15 Revision 1.0 GENERAL INFORMATION Trunk Group A group, organized according to routes, of trunks which transmits calls incoming to or originated from the ACD System . ACD Group (Tenant) An ACD system can be divided into groups according to the user firms or departments. The ACD group is the unit of such a division. Its configuration is as shown in Figure 2-8. Note:The following data must be assigned on an ACD tenant basis: • Trunk Group ACD Monitored Number (Pilot Number) Split Announcement Equipment Transferring Destination (STN) Transferring Destination (TRK) Figure 2-8 ACD Group Configuration Split Split n 1 Supervisory position ACD NEAX2400 IMX C.O. Line Group ( Tenant) ACD Group (Tenant)
CHAPTER 2 NDA-24282 Pag e 1 6 Revision 1.0 GENERAL INFORMATION Split The unit of division of an ACD group according to functions. Each split is composed of a queue to hold incoming calls temporarily, agent positions to answer the incoming calls, and a group supervisory position. Queue The queue is the area in which calls incoming to the ACD in the IMX System wait for handling. Each split has multiple queues. When all of the agent positions of a queue are busy, the calls assigned to that queue will wait. As agent positions become idle, the calls are distributed to the agent positions according to first-in, first-out condition. However, since queues are assigned different priority levels, the calls in higher-priority queues are distributed before the calls in lower-priority queues. Overflow An ACD call waiting in a queue of a split that cannot be connected to an agent position assigned to the queue (overflow origination) once a predetermined period of time had elapsed, the call is sent to the queue of another split (overflow destination) where it can wait for an agent position to become idle in both queues. This allows the ACD call to be answered by the first available agent. Overflow Threshold The period of time between the origination of an ACD call and its overflow. Inflow Threshold Specific value defined by number of waiting calls in the overflow destination. ACD Agent Position All agent positions belong to any ACD group and an ACD call is originated/picked up from the agent position. Also, when Client/Server MIS system is used, ACD agent positions may have the client MIS. Group Supervisory Position The position assigned the agent position supervisory functions, such as monitoring of agent positions and assistance of agent positions, as well as the functions of an agent position. It may be equipped with the MIS Terminal (DTE) which can display the status of the ACD subsystem. Agent The operator using an agent position to handle calls via the ACD system. Every agent can be assigned an ID code to logon to the CallCenterWorX-Enterprise (ACD) system. For the purpose of effective use, the agent can use to connect the client MIS. Group Supervisor This is the manager who uses a supervisory position to assist agent positions, monitor them, supervise their status using the MIS terminal, and change the system configuration of an ACD group. Every supervisor can be assigned an ID code. MIS Terminal (DTE) This is the MIS Data Terminal Equipment used to display the ACD status and/or change the system config- uration.
NDA-24282 CHAPTER 2 Page 17 Revision 1.0 GENERAL INFORMATION Figure 2-9 Concept of Operation Mode Day/Night Mode The day and night mode determine the destination of incoming ACD calls on a per-split basis. Set the day mode when starting the ACD call reception service, and set the night mode to end the ACD call reception service in the evening or before the agent leaves position. Ready Mode This is the status of an ACD position (including group or system supervisory position) after starting the reception service. In this state, the position can answer ACD calls. Work Mode This is the state of an ACD position (including supervisory position) in which it restricts the termination of incoming ACD calls. The agent may then perform nonverbal tasks, such as the creation of a business slip. The Work mode can be set either automatically at the end of conversation with an incoming call (Automatic After Call Work mode) or manually by pressing the “Work” key as needed. 0:009:00 10:00 11:00 12:00 13:00 14:00 15:00 16:00 17:00 18:00 24:00 Supervisory PositionNight Mode Day Mode “Night” key pressed Agent Position 1 Unavailable Break “Break” key pressed“Log ON/OFF” key pressed Available (Ready Mode) Night Mode “Night” key pressed Break Available Unavailable “Log ON/OFF” key pressed “Break” key pressed Unavailable Available Break BreakUnavailable “Log ON/OFF” key pressed “Break” key pressed“Break” key pressed Agent Position 2 “Log ON/OFF” key pressed
CHAPTER 2 NDA-24282 Pag e 1 8 Revision 1.0 GENERAL INFORMATION Break Mode This is the state of an ACD position (including supervisory position), which is activated by the agent pressing the “BREAK” key to disallow the termination of incoming ACD calls before the agent temporarily leaves the position. ACD Trunk in a Fusion Network ACD trunks can be accommodated in the multiple nodes within the Fusion network and via the trunk in the remote node, ACD calls can be originated or picked up from the agent accommodated in the node that pro- vides ACDP. Agent Anywhere With this function, ACD agent positions can be installed in multiple nodes of a Fusion Network, and ACD calls can be distributed to ACD agents in the remote node. Those agent positions are controlled by one ACDP in a Fusion Network. Expanding ACD capacity With the ACD Option Service Software, the built-in ACDP capacity will be extended and more than 1000 agent positions can be installed. Split of Supervisors (see Multiple Supervisor Groups (Splits) - ACD [M-79A]) Split formed by multiple supervisors. It is beneficial when more than one supervisor serves a split of agents.
NDA-24282 CHAPTER 3 Page 19 Revision 1.0 CHAPTER 3 INSTALLATION 1. GENERAL This chapter describes the installation and test procedures for the NEAX2400 CallCenterWorX-Enterprise ACD System. The installation of the ACD in the IMX system is completed by the installing the MIS, MIS interface, and ter- minal equipment such as agent positions and supervisory positions. Because the installation procedures required for the NEAX2400 IMX are the same as for the business system, this manual describes only the terminal equipment related to the MIS and ACD positions. For information on installation procedures related to the NEAX2400 IMX, refer to the NEAX2400 IMX Installation Manual. 2. PRECAUTIONS 2.1 ESSENTIAL/CRITICAL INFORMATION To prevent accidents or equipment damage from occurring while installation is being performed, each NEAX2400 IMX manual provides “WARNING”, “CAUTION”, and “Note” indications to draw the techni- cian’s attention to specific matters. 1. Meaning WA R N I N G : Personal injury may result if the warning is not heeded. CAUTION : Damage to the equipment and/or the system may result if the caution is not heeded. Note:Indicates an item which requires special attention. 2. Locations of Indicators WA R N I N G and CAUTION indications are located at the top of the page. Descriptions are included as part of the procedures on the page. Figure 3-1 Static Caution Indication ATTENTION Contents Static Sensitive Handling Precautions Required
CHAPTER 3 NDA-24282 Pag e 2 0 Revision 1.0 INSTALLATION This manual provides Static Caution indicators (see Figure 3-1) on page where work involving static-sensitive components is described. The 3M Model 8012 Portable Field Service Kit, shown in Figure 3-2 is recommended as an effective counter- measure against static electricity. The kit is available from NEC. Figure 3-2 3M Model 8012 Portable Field Service Kit Wrist Strap Place the Circuit Card on a Conductive sheet. Connect ground wire to the Earth terminal of the Module Group
NDA-24282 CHAPTER 3 Page 21 Revision 1.0 INSTALLATION 3. INSTALLATION PROCEDURES 3.1 PERIPHERAL EQUIPMENT INSTALLATION This section explains the procedures to install peripheral equipment for the ACD in the IMX system (Agent po- sitions, MIS terminals, etc.). The reference NAPs for the peripheral equipment are indicated in Figure 3-3. Figure 3-3 Peripheral Equipment Installation Procedures MD F ACD Supervisory PositionNEAX2400 IMX ACD Agent Position MIS Emergency Recorder Announcement Machine NAP-200-101 NAP-200-102 NAP-200-103 NAP-200-104 NAP-200-105 IVR/Host NAP-200-106