NEC Neax 2400 Imx Callcenterworx Enterprise Acd System Manual
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CHAPTER 7 NDA-24282 Pag e 3 92 Revision 1.0 ACDPSN: ASSIGNMENT OF ACD POSITION DATA ACDPSN: Assignment of ACD Position Data 1. Function This command is used to assign, list, print, and remove ACD position data. Each position is identified by the tenant it belongs to, the number of its ACD line and the PBX line it may have, and what split(s) the position belongs to. 2. Precautions 1. The terms supervisor and agent are used as a convention but are not differentiated by the ACD. 2. Any position may have a NIGHT key. 3. Removing positions removes them as ACD agents or supervisors. Positions still function as PBX lines unless removed using ASDT (see NEAX2400 IMX Office Data Specifications). 4. If changing the Tenant Number, My Line number, or ACD line number with the ASDT/ASTN commands (PBX), the position must first be deleted using the ACDPSN command before changes using the ASDT/ASTN commands may be made. See the procedure below: STEP 1: Delete the ACDPSN data of ACD agent/supervisory position. STEP 2: Change the number using ASDT or ALGSL/ALGSN STEP 3: Assign the changed number and other data in the ACDPSN data. 5. See Section 2.3.1, “System Capacity” in Chapter 2 for maximum number of ACD positions per ACD in the IMX System. 6. If an invalid PBX or ACD line number is programmed in ACDPSN, it may cause erroneous CW lamp problems. 7. There should only be two lines on an ACD position (the My line and the ACD line). If other lines are programmed on an ACD position, the MIS status may be incorrect. 8. Do not allow Call Pickup to ACD lines (may cause incorrect MIS status). Tenant Number: Position Number:ACD FPC40 Line Numbers ACD: PBX:Split Assignment: Any Split Position Data Remove Position?Remove List Close Allow Supervisor Tally-Ohs Analog Agent Position
NDA-24282 CHAPTER 7 Page 393 Revision 1.0 ACDPSN: ASSIGNMENT OF ACD POSITION DATA 9. One of the following conditions must be met before using this command. ACD line number and PBX line number are assigned using the ASDT command ACD line number and PBX line number are assigned using the ALGSL command ACD line number and PBX line number are assigned using the ALGSN command 10. The relationship between ACDLOG and ACDPSN is shown in Ta b l e 7 - 5. 3. Parameters TENANT NUMBER: Tenant Number (1 to 10) POSITION NUMBER: Number of PBX Line (My Line) ACD NUMBER: Number of ACD Line [Virtual Line (maximum of five digits)] SPLIT ASSIGNMENT: Any or specified specific split Split Number (1 ~ 250) (only used if SPLC=1) ALLOW SUPERVISOR TALLY-OHS: Allow/Do Not Allow ANALOG AGENT POSITION: No/Yes Note:The List up program will scan both My-Line and ACD line positions within the range designated in the List up command. Table 7-5 Programming Considerations LOGON TO A SPECIFIC SPLIT LOGON TO MULTIPLE SPLITS AC DLOG ACDPSNMULTI-SPLIT=NO (Single logon) Max. 16 split is programmed in ACDLOGMULTI-SPLIT=NO (Single logon) Any is programmed in ACDLOGMULTI-SPLIT=YES (Multi logon) Max. 16 split is programmed in ACDLOGMULTI-SPLIT=YES (Multi logon) Any is programmed in ACDLOG SPLITS (SPECIFIED)If Logon ID list contains the Specified Split in ACDPSN, the Agent will be ALLOWED to Logon to the system.The Specified Split in ACDPSN will be ALLOWED to Logon to the system.If one of the splits on the list is allowed by AC DPS N, ALL SPILITS ARE SERVICED. Not valid, WILL NOT ALLOW LOGON to the system. SPLIT (ANY SPLITS)System prompts for a Split, from ACDLOG. Agent must select one Split from the list.Not valid, WILL NOT ALLOW LOGON to the system.Will Allow Logon to the Splits allowed in ACDLOG. Not valid, WILL NOT ALLOW LOGON to the system.
CHAPTER 7 NDA-24282 Pag e 3 94 Revision 1.0 ACDPSN: ASSIGNMENT OF ACD POSITION DATA 4. Assignment and Deletion Procedure These flow diagrams show the procedure used to assign and delete ACD Agent Position data. Figure 7-4 Assigning and Removing ACD Position Data 1 2 3 1 2 3 1 2 3 1 2 DESCRIPTION DESCRIPTION Assign the station numbers for the ACD line and the PBX line. Assign the key data for the ACD position. Assign the position data. Delete the ACD position data. END END START START ASDT AKYD ACDPSN ACDPSN AKYD ASDT 3 Delete the key data. Delete the PBX and ACD line from station data.
NDA-24282 CHAPTER 7 Page 395 Revision 1.0 ACDCCV: ASSIGNMENT OF ACD CCV DATA ACDCCV: Assignment of ACD CCV Data 1. Function This command is used to assign, list, print, and remove Call Control Vectors. A Call Control Vector is a list of procedural instructions (or steps) for handling incoming ACD calls. The instructions defined by the Call Control Vector are sentence-based and can be combined to form many different sequences. Call Control Vectors provide the following functions for the ACD: Queue a call to a particular split. Pause for “n” seconds before continuing call processing. Announcement made during call processing (PBX and IVR). Hang up during call processing. Transfer to a particular directory number. Set a new priority or increase or decrease a call’s priority (new priority). Conditionally queue an incoming call to a particular split. Remove a call from a split’s queue (dequeuing). Queue to another split if the queue depth is full. Goto another CCV index step. Change priority of call at given point in the CCV. Skip a percentage of the calls going to the next step in the CCV. Conditionally perform next CCV instruction based on Estimated Time to Answer (ETA) of a call. Conditionally perform next CCV instruction based on ETA of a call in another split.* Individual IVR port number.* Delay the time for ringing start.* *Available since the PBX software Series 7400 and the ACD software R3.
CHAPTER 7 NDA-24282 Pag e 3 96 Revision 1.0 ACDCCV: ASSIGNMENT OF ACD CCV DATA 2. Precautions 1. GOTO steps should be used with caution to avoid programming an infinite loop. 2. When a call rings at an Agent’s position, the call will not continue through the CCV steps because the call is considered complete. 3. Maximum number of splits which an incoming ACD call can be queued to (accomplished by any combination of QUEUE TO and COND. QUEUE steps) is four/sixteen (before/after the PBX software Series 7400 and ACD software R3). 4. A CCV can be used to define how an incoming call is handled at any time by programming the ACD Week Schedule (ACDWS) and/or the ACD Holiday Schedule (ACDHS) commands. 5. It is recommended that the PAUSE step be programmed after an ANNOUNCEMENT step, and that PAUSE be programmed at least as long as ANNOUNCEMENT. 6. The same CCV number cannot be assigned to multiple ACD tenant numbers. 7. The call is controlled by the CCV by programming multiple PAUSE steps. However, the total time of multiple PAUSE steps should not exceed 999 seconds in a CCV. Call Control Vectors: CCV Action Argument 1 2 3 4 5 6 7 8 9 10 Remove List Close Call Control Vectors Remove Logon? Transfer Numbers (1) (2) (3) (4) (5) (6) (7) (8) (9) (10) Tenant Number: CCV Index: Changing a CCV while calls are in progress creates unpredictable results. CCV changes should be made during low traffic periods. Alternatively, a new CCV can be created first and the pilot number can be changed to route to the new CCV. CAUTION
NDA-24282 CHAPTER 7 Page 397 Revision 1.0 ACDCCV: ASSIGNMENT OF ACD CCV DATA 3. Parameters ACDCCV TENANT NUMBER: 1 ~ 10 CCV INDEX: 1 ~ 900 CCV STEP: 1 ~ 20 CCV ACTION: See Table 7-6. ARGUMENT: See Table 7-6. TRANSFER NUMBER: Each represents a PBX number with a maximum of 22 digits. Table 7-6 CCV Parameters ACTION ARGUMENT Remarks 0 Blank – Vacant for future use 1 Pause 1-999 sec. Waiting time before the next step 2Announcement Announce No. (1-58) Delay Announcement/Announcement service in Night mode/Announcement service on holidays, etc. 3 GoTo CCV CCV INDEX and STEP For repeated use 4 Hang up – Forced to release 5Transfer to PBX Transfer Index Number (1 ~ 10) Ex. Dialed number of destination station in the night mode 6 New Priority Queue number (1-250) Change the calls Priority 7 8 Conditional Queue Split number (1-250) Split number of destination Note 1 9Dequeue From Split number (1-250) Dequeued from the originally called split Note 2 10 Queue to Split Split number (1-250) Will connect if Agent is available 11 End CCV – CCV is finished 12If Not Queued CCV Index and Step Number or BusyWhen split queue is full, jump to the designate CCV no. or 0=Busy 13Skip Percent to skip (1-99) The next step is skipped at the rate of designated percentage 14 IVR announcement Announcement No. (1-99) IVR announcement 15ETA less ETA threshold value (1-9999) When ETA value is less than the predetermined threshold value, shift to the next step 16ETA greater ETA threshold value (1-9999) When ETA value is over the predetermined threshold value, shift to the next step 17Ring Delay Delayed time to ringing (0-15 sec.)See “RING DELAY [R-145]”.
CHAPTER 7 NDA-24282 Pag e 3 98 Revision 1.0 ACDCCV: ASSIGNMENT OF ACD CCV DATA Note 1:For details of each parameter’s meaning, see Call Control Vector - ACD [C-108A] in Chapter 5. Note 2:Valid for Overflow service. 18 Tally Short Tally No. Up to four digits This step will send Tally to MIS. 19 Tally Long Tally No. Up to eight digit This step will send Tally to MIS. 20IVRDN IVR Access number (maximum. 5 digits)*This step must be assigned before IVR announcement. 21Split ETA less “SPLIT” [Split number for ETA call processing (1 ~ 127)] and “ETA” [ETA threshold value in a specified split (1 ~ 511)] to be programmed Split ETA less)When ETA value is less than the predetermined threshold value and in the predetermined split, shift to the next step. 22Split ETA greater “SPLIT” [Split number for ETA call processing (1 ~ 127)] and “ETA” [ETA threshold value in a specified split (1 ~ 511)] to be programmed Split ETA greater)When ETA value is greater than the predetermined threshold value and in the predetermined split, shift to the next step. 23 Up Priority A variable number Increase the Calls Priority by this amount. Table 7-6 CCV Parameters ACTION ARGUMENT Remarks
NDA-24282 CHAPTER 7 Page 399 Revision 1.0 ACDCCV: ASSIGNMENT OF ACD CCV DATA 4. Assignment and Deletion Procedure These flow diagrams show the procedure used to assign and delete Call Control Vectors. Figure 7-5 Assigning and Removing Call Control Vectors WARNING: 1 2 3 4 1 2 3 5 1 2 3 4 5 4 5 END END START START AADT/AADTN ASDT ACDPLT ACDSPL ACDCCV ACDCCV ACDSPL ASDT AADT/AADTN 1 2 3 4 5 DESCRIPTION Assign data for announcement trunks referenced by the CCV. Assign station data for any station referenced by the CCV. Assign a pilot number to go to the CCV or to a Week Schedule that references the CCV. Assign data for any splits referenced by the CCV. Assign the CCV. Remove the CCV. Remove the split(s) referenced by the CCV. Remove the pilot number(s) that go to the CCV or to a Week Schedule that references the CCV. Remove the station data for any station referenced by the CCV. Remove the data for any announcement trunks referenced ACDPLT Some of these may not need to be deleted if being used by other Splits, CCV, etc. by the CCV.
CHAPTER 7 NDA-24282 Pag e 4 00 Revision 1.0 ACDPLT: ASSIGNMENT OF ACD MONITOR NUMBER ACDPLT: Assignment of ACD Monitor Number 1. Function This command is used to assign, list, print, and remove ACD pilot data. This consists of a pilot number that designates the pilot to which ACD calls are routed and the Call Control Vector call processing path to be taken. Internal and Transfer Priorities can be designated as well as an optional pilot name. 2. Precautions 1. A Call Control Vector is a list of instructions describing the procedure to be used in handling an individual call. Call processing steps are determined by the pilot number. Pilot numbers associate the call processing procedure with a Call Control Vector. Additional information about CCV programming can be found under ACDCCV. 2. Pilot numbers should be assigned as monitored numbers (see AMNO or AMNON in this chapter). 3. Different pilot numbers can route to the same CCV or Week Schedule and use different priorities. 4. If an invalid pilot number is assigned, it may cause the Call Recover feature not to work. 5. For a maximum number of pilots in a ACD system, see Section 2.3.1, “System Capacity” in Chapter 2. Note 1:Pilot Number is the same number programmed in AMNO or AMNON. Note 2:Personal Pilot Numbers are not programmed in ADCPLT. Alternate Night CCV Index Step : 00 Pilot Data Remove Pilot?Remove List Close Pilot Tenant Number: Pilot Num: Name: 1 ACD FPC404399 Route to Method: Index Step : Call Control Vector 11 Priority Internal: Trunk: Transfer: 151515
NDA-24282 CHAPTER 7 Page 401 Revision 1.0 ACDPLT: ASSIGNMENT OF ACD MONITOR NUMBER 3. Parameters TENANT NUMBER: Tenant Number (1 to 10) PILOT NUMBER: The number used for the pilot in ACD call routing NAME: Pilot Name, up to 20 characters. ROUTE TO: Week Schedule (1-10) ROUTE TO: CCV index number (1-900) CCV step number (1-20) ALTERNATE NIGHT CCV: Night CCV Index and Step Number PRIORITY TRUNK: Priority at which ACD trunk calls are queued (1 to 250). INTERNAL: Priority with which internal calls are queued (1 to 250). TRANSFERRED: Priority at which transferred calls are queued (1 to 250). 4. Assignment and Deletion Procedure These flow diagrams show the procedure used to assign and delete ACD pilot data. Figure 7-6 Assigning and Removing ACD Pilot Data 1 2 1 2 1 2 1 2 STARTEND END START AMNO ACDPLT ACDPLT AMNODESCRIPTION DESCRIPTION Assign the monitored number. Assign the pilot number. Delete the pilot number. Delete the pilot number from the monitored number table.