NEC Neax 2400 Imx Callcenterworx Enterprise Acd System Manual
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CHAPTER 7 NDA-24282 Pag e 4 12 Revision 1.0 ACDHC: ASSIGNMENT OF ACD HOLIDAY CALENDAR 4. Assignment and Deletion Procedure These flow diagrams show the procedure used to assign and delete ACD Holiday Calendar data. Figure 7-9 Assigning and Removing Holiday Calendar Information 11 1 2 31 2 3 DESCRIPTION START DESCRIPTION ACDWS ACDHS ACDHC END END START ACDHCAssign the Week Schedule. Assign the Holiday Schedule. Assign the Holiday Calendar. Remove the Holiday Calendar.
NDA-24282 CHAPTER 7 Page 413 Revision 1.0 ACDHC: ASSIGNMENT OF ACD HOLIDAY CALENDAR ACD Holiday Calendar Data Programming Sheet ACD Tenant (TN) 1 ~ 10Month and Day Schedule 1 ~ 3 (MONTH) 1 ~ 12DAY 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31
CHAPTER 7 NDA-24282 Pag e 4 14 Revision 1.0 ACDWS: ASSIGNMENT OF ACD WEEK SCHEDULE ACDWS: Assignment of ACD Week Schedule 1. Function This command is used to assign, list, print and remove week schedule data. The ACDWS command is used to program the CCV by which all incoming calls are handled on a 24-hour basis. 2. Precautions 1. CCVs should be assigned prior to use in week schedules. 2. For allowed number of entry for Week Schedule, see Table 2-1 in Chapter 2. 3. The same Schedule Number (SCH) can not be assigned to multiple tenant numbers. 3. Parameters TENANT NUMBER: Tenant Number (1 to 10) SCHEDULE: Schedule Number (1 to 250) DAY: Sun, Mon, Tue, Wed, Thu, Fri, Sat HOUR: CCV start time: hour (0-23) MINUTE: CCV start time: minute (0-59) CCV INDEX: CCV index (1 to 900) CCV STEP: CCV step (1 to 20) Day TimeCCV IndexCCV Step 1 00.00 0 0 2 00.00 0 0 3 00.00 0 0 4 00.00 0 0 5 00.00 0 0 6 00.00 0 0 7 00.00 0 0 8 00.00 0 0 9 00.00 0 0 10 00.00 0 0 Update List Close Week Schedules New Week Schedule Tenant Number ScheduleACD FPC40
NDA-24282 CHAPTER 7 Page 415 Revision 1.0 ACDWS: ASSIGNMENT OF ACD WEEK SCHEDULE 4. Assignment and Deletion Procedure These flow diagrams show the procedure used to assign and delete Week Schedule data. Figure 7-10 Assigning and Removing Week Schedule Information 1 2 31 2 3 1 2 31 2 3START STARTEND END ACDPLT ACDCCV ACDWS ACDWS ACDCCV ACDPLT DESCRIPTION DESCRIPTION Delete the Week Schedule data for call processing. Delete the related CCVs. Delete the pilot number or change from routing to Week Schedule to a CCV. Assign the pilot number to be routed to a Week Schedule. Assign the CCV data for call processing. Access Week Schedule data for call processing.
CHAPTER 7 NDA-24282 Pag e 4 16 Revision 1.0 ACDWS: ASSIGNMENT OF ACD WEEK SCHEDULE ACD Week Schedule Data Programming Sheet Tenant Number (TN) 1 ~ 10 Schedule Number (SCH) 1 ~ 10 Day of week (WEEK)Monday (MON) Tuesday (TUE) Wednesday (WED) Thursday (THU) Friday (FRI) Saturday (SAT) Sunday (SUN) CCV start time (TIME) CCV index 1 ~ 900 CCV step 1 ~ 20
NDA-24282 CHAPTER 7 Page 417 Revision 1.0 ACDCOM: ACD COMMUNICATIONS DATA ACDCOM: ACD Communications Data 1. Function This command is used to set up the I/O ports that are to be used for the Management Information Service(s) (MIS) and for Infolink. 2. Parameters I/O Ports: 1 to 6 I/O Type: MIS-1, MIS-2, MIS-3, MIS-4, MIS-5, Infolink, and OFF I/O Speed: 4-64 ms (standard assignment = 64) Trace Parameters: Call Processing: On/Off MIS Errors: On/Off X409 Messages: On/Off Trace Destination: I/O Port Number (1 to 6) / Buffer (Normally set to “Buffer”) Clock Adjustment: 1 to 9999 (default 1049) 3. Programming The type of MIS will determine how the I/O ports are programmed. MIS-1: not supported MIS-2: Navigator and Abacus MIS MIS-3 ~ MIS-5: reserved for future use Infolink: for Infolink clients (ACD Release 3 and above) I/O Ports Type Speed 1 2 3 4 5 6Update List Close Communication Data Update Communication?Trace Parameters Call Process- ing MIS Errors Trace Destination Buffer I/O Port Clock Adjustment (Normally set to “OFF”)
CHAPTER 7 NDA-24282 Pag e 4 18 Revision 1.0 SYSTEM INFORMATION System Information This screen sets the parameters for optimal functioning of the ACD in the IMX System. From the System Data screen, User Settings, Tenant Settings and Time Out Settings are established. Using the system defaults for User and Time Out Settings is highly recommended. User Settings 1. Function This command maintains the ACD’s system data for User Data. This data provides the ability to customize the ACD for some specific features including Infolink and MIS message generation, debugging tools, and phone set operation. Note:Using the system defaults for User Settings is highly recommended. Information on this screen should only be modified at the direction of a NEC Technical Support Associate. 2. Parameters CCV Tally DN: 1-5 digits Send A0 (MIS) Msg: Yes/No Display ‘ANI NONE’: Yes/No Queue High Priority: Yes/No Display IVR Header: Yes/No ETA Includes Excess Work: Yes/No Infolink with Call ID: On/Off (Default = Off) Time Out Audit: Yes/No Dash Min Len: Index 3: Index 1: Index 4: Index 2: Index 5: 711 50 80 User Settings Tenant SettingsTime Out Settings CCV Tally DN: Send AO (MIS) Msg: Display ’ANI NONE’: Queue High Priority: Display IVR Header: ETA Includes Excess Work: Infolink with Call ID: Call Timeout Audit: Orig Detail Codes: Trim CP Trace Space: Large CP Trace Buffer: Incoming Cell Msg: Outbound Cell Disp: Reclaim IVR Call to: Work Key Press: MIS Split Capacity: User Infolink Split Information:IQ IZ Music Ready Mo 4 Update List Close System Data Update System Data?
NDA-24282 CHAPTER 7 Page 419 Revision 1.0 SYSTEM INFORMATION Orig Detail Codes: Yes/No (Default = No) Trim CP Trace Space: Yes/No (Default = No) Large CP Trace Buffer: Yes/No (Default = Off) Dash Min Len: 1 to 16 (Default = 7) Index 1 ~ 5: 0 to 11 Incoming Call Msg: IQ or Iq Outbound Call Disp: IZ or Iz Reclaim IVR Call to: Music/Ring Back Work Key Press: Ready Mode/Disable Timer MIS Split Capacity: 4/16 (Default = 4) Use Infolink Split Information: No/Yes Tenant Settings 1. Function This command maintains the ACD’s system data tenant table. If the system is required to accept calls from trunks/stations beyond the ACDTN range (1-10), this command allows the user to program these tenants. Note that if this table is used, all tenants from which ACD calls might originate (including tenants 1-10) must be programmed. As all ACD entities (splits, positions, etc.) must still reside in tenants 1-10, ACDTN must still be programmed to provide the necessary tenant information. 2. Parameters System Tenants: Highlight the number of the tenant to be updated, and select the Update option. User Settings Tenant Settings Time Out Settings Update List Close System Data Update System Data? 12345678910 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 60 >
CHAPTER 7 NDA-24282 Pag e 4 20 Revision 1.0 SYSTEM INFORMATION Time Out Settings 1. Function This command maintains the ACD’s system data for time out information. It allows custom programming of some timers used by the ACD. This data is critical to the operation of the ACD and should be modified with extreme caution. Note:Using the system defaults for Time Out Settings is highly recommended. Information on this screen should only be modified at the direction of a NEC Technical Support Associate. Agent Busy Loop Time: 5 to 15 IVR Reclaim Retry Time: 3 to 10 IVR Maximum Ring Time: 5 to 40 Emergency Retry Time: 3 to 10 Call Complete Delay: 3 to 15 Wait Time Announcement: 2 to 10 Called Release: 3 to 15 Call Complete: 3 to 15 Call Monitor: 2 to 10 Call Monitor 1: 3 to 15 Call Monitor 2: 3 to 15 Connect Call: 3 to 15 Connect Error Audit: 5 to 15 Force Release: 3 to 15 Agent Busy Loop Time: Emergency Retry Time: IVR Reclaim Retry Time: Call Complete Delay: IVR Maximum Ring Time:105 57 20 User Settings Tenant SettingsTime Out Settings Wait Time Announcement: Force Release: Called Release: Monitor: Call Complete: OAI Release: Call Monitor 1: IVR Reclaim Call: Call Monitor 2: Call Recover: Connect Call: Status Check: Connect Error Audit: 47 710 77 47 77 77 10Update List Close System Data Update System Data?
NDA-24282 CHAPTER 7 Page 421 Revision 1.0 SYSTEM INFORMATION Monitor: 5 to 15 OAI Release: 3 to 15 IVR Reclaim Call: 3 to 15 Call Recover: 3 to 15 Status Check: 3 to 15