NEC Neax 2400 Imx Callcenterworx Enterprise Acd System Manual

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ACD BACKUP
ACD Backup
1. Function
This function provides the ability to save/restore the entire ACD database. The ACD database should be
backed up frequently.
2. For External ACD
To back up the External ACD, use the Database Backup/Restore screen accessed using the ACD MAT
Screen.
Parameters 
Disk Drive: A to F. Normally the A drive is used for ACDBU.
Extension: File Extension (Normally LMF)
Comment: Comment (optional); 60 character maximum
Programming
None
When saving the ACD database using a floppy drive (A to F), the diskette must be previously formatted.
3. For Internal ACD
To back up the Internal ACD, use the MEM_HDD screen accessed from the IMX folder.
List
Close
Database Backup/Restore
08:54AM
12/29/99
Comparison DATE TIME VERSION SWITCH NAME
File
ACD
Operation
BACKUP RESTORE EXAMINE VERIFY
Database File
Directory PathName
  
\    .     ACD4LD2Browse...
Comments 
Note:This screen is used for External ACD only. For Internal ACD, use the IMX MEM_HDD screen. 
						

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ACD BACKUP
Parameters 
Select the following parameters and choose the Start option.
Memory to Hard Disk
ACD Data Memory
Direction Select
Memory to Hard Disk
Hard Disk to Memory
Verify HDD against MEM
Auto Verify AfterwardData Type Select
Data Memory
Name Display
Wireless Call Forwarding
Call Forwarding
LP Select
Speed Calling
LP Select
User Assign Key
LP Select
Number Sharing
LP Select
ACD Data Memory
Call Back
LP Select

Start
C
lose
MEM_HDD  Houseswitch
Processing Status Log F
ile  View  Help
MEM_HDD (Data control between Memory and HDD)
A c tio n  / In fo rm a tio n D ire ctio n D ata  T y p e
IN IT  S E S S IO N
Note:This screen is used for Internal ACD only. For External ACD, use the Database Backup/Restore screen. 
						

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This page is for your notes. 
						

							NDA-24282 CHAPTER 8
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CHAPTER 8 SYSTEM OPERATIONS
1. GENERAL
This chapter explains the operating methods of the NEAX2400 CallCenterWorX-Enterprise ACD System.
 Operation of D
term agent position/supervisory position
Log On/Log Off 
Answer Mode 
Work Mode 
Break Mode
Tally Count 
Trunk Trouble Report 
Call Transfer 
Night Service 
Assistance 
Emergency/Recorder 
Monitoring/Supervisory Override 
 ACD system restart processing 
For operation management, refer to the NEAX2400 IMX System Operations and Maintenance Manual. 
						

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SYSTEM OPERATIONS
2. OPERATION OF DTERM AGENT POSITION/SUPERVISORY POSITION
2.1 LOG ON/LOG OFF
Use the following procedures to start or end work by logging on or off.
(a) When ID Code is Required
Log On (Start of work) 
When VACANT is displayed, press the LOG ON/OFF key.
The lamp illuminates and LOG ON ID? is displayed. 
Enter the ID code of the agent and press the # key.
The dialed digits are displayed.
HELLO XXXX (Agent Name) is displayed. 
The split name is displayed, then AUTO ANSWER or MAN ANSWER is displayed according 
to the program mode of the split to which the agent belongs, and WORK MODE is displayed.
Press the WORK key.
READY is displayed. 
Log Off (End of work) 
Press the LOG ON/OFF key.
The lamp goes out, the previous display disappears, and the following messages are displayed. 
(a) GOOD BYE XXXX (Agent Name: NAME in ACDLOG) 
(b) SHIFT 08:02:37 (The time since Log on in hours, minutes and seconds) 
(c) ACD CALLS 209 (The number of incoming calls handled)
(d) AVG TALK 01:42.6 (The average time spent with each call in minutes, seconds and tenths
of a second)
(e) T-WORK 01:23:45 (The cumulative amount of time spent in Work Mode during the shift in
hours, minutes and seconds)
(f) T-BREAK 01:02:03 (The cumulative amount of time spent in Break Mode during the shift
in hours, minutes and seconds)
The display returns to VACANT.
END
START 
						

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SYSTEM OPERATIONS
(b) When ID Code is not Required
Log On (Start of work) 
When VACANT is displayed, press the LOG ON/OFF key.
The lamp illuminates and HELLO is displayed. 
The split name is displayed, then, AUTO ANSWER or MAN ANSWER is displayed according 
to the program mode of the split to which the agent belongs, and WORK MODE is displayed.
Press the WORK key.
READY is displayed. 
Log Off (End of work) 
Press the LOG ON/OFF key.
The lamp goes out, the previous display disappears, and the following messages are displayed. 
(a) GOOD BYE 
(b) SHIFT 08:02:37 (The time since Log on in hours, minutes and seconds) 
(c) ACD CALLS 209 (The number of incoming calls handled)
(d) AVG TALK 01:42.6 (The average time spent with each call in minutes, seconds and tenths
of a second)
(e) T-WORK 01:23:45 (The cumulative amount of time spent in Work Mode during the shift in
hours, minutes and seconds) 
(f) T-BREAK 01:02:03 (The cumulative amount of time spent in Break Mode during the shift
in hours, minutes and seconds) 
The display returns to VACANT.
END
START 
						

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SYSTEM OPERATIONS
2.2 ANSWER MODE
The following procedures are used to set  the ACD call answering mode of each agent position to automatic or
manual.
(a) ACD Call Automatic Answer Mode
(b) ACD Call Manual Answer ModeFrom the manual answer mode, press the AUTO/MAN key.
The lamp lights and AUTO ANSWER is displayed. 
The agent enters the ACD call automatic answer mode. 
When an ACD call comes in, a zip tone is received. 
Monitor number name/Split name/Trunk group name, waiting time in the queue, and calling 
party’s number, etc. is displayed and the time to be spent for the conversation is indicated. 
When the call is over, press the RELEASE key.
From the automatic answer mode, press the AUTO/MAN key.
The lamp goes out and MANUAL ANSWER is displayed. 
The agent enters the ACD call manual answer mode. 
When an incoming ACD call is terminated, press the ACD CALL key to answer it.
Monitor number name/Split name/Trunk Group name, waiting time in the queue, and calling 
party’s number, etc. is displayed and the time to be spent for the conversation is displayed. 
When the call is over, press the RELEASE key. START 
END
 
START 
END  
						

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SYSTEM OPERATIONS
2.3 WORK MODE
(a) Work mode manual setting
Use the following procedure to enter Work mode when the contents  of  the ACD  call  requires it.
(b) Work mode automatic setting
Use the following procedure if it is required to activate the Work mode automatically after every ACD
call. Press the WORK key during communication with an ACD call.
 The lamp lights up and WORK PENDING is displayed. 
Press the RELEASE key.
 WORK MODE is displayed, indicating the Work mode. 
(End of work) 
Press the WORK key.
The lamp goes off and READY is displayed. 
Work mode ends, and the position becomes available for receiving the next ACD call. 
Press the RELEASE key during communication with an ACD call.
An incoming ACD call is completed. 
WORK MODE is displayed, indicating the Work mode. 
(End of work) 
Press the WORK key.
The lamp goes off and READY is displayed.
Work mode ends, and the position becomes available for receiving the next ACD call.  START 
END 
START 
END  
						

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SYSTEM OPERATIONS
2.4 BREAK MODE
When it is required to leave the position unattended for a lunch or similar break, use the following procedure to
activate the Break mode in which the ACD call handling services can be interrupted temporarily.
(a) Set/reset during Communication with ACD Call
(b) Set/Reset when idle
Note 1:The period of time in break mode is displayed for 99 minutes and 59 seconds. When 99 min. and 59 sec.
passes, the part of indicating “Minute” is displayed as “**”.On handling an ACD call, press the BREAK key.
The lamp lights and BREAK PENDING is displayed.
Press the RELEASE key.
ON BREAK is displayed, indicating Break mode. 
(Break) 
Press the BREAK key.
The lamp goes off, and ON BREAK OVER XX:XX (time spent on break in minutes and seconds) 
is displayed. 
Note 1
Break mode ends, and the position becomes idle and available for receiving the next ACD call 
(READY is displayed). 
Press the BREAK key.
The lamp lights and ON BREAK is displayed 
(Break) 
Press the BREAK key.
The lamp goes off, and BREAK OVER XX:XX (time spent on break in minutes and seconds) is 
displayed. 
Note 1
Break mode ends, and the position becomes idle and available for receiving the next ACD call 
(READY is displayed). START 
END
START 
END  
						

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SYSTEM OPERATIONS
(c) Set/reset in Work Mode
Note 1:The period of time in break mode is displayed for 99 minutes and 59 seconds. When 99 min. and 59 sec.
passes, the part of indicating “Minute” is displayed as “**”.
2.5 TALLY COUNT
Use the following procedure to collect data on the communication contents according to the types.
2.6 TRUNK TROUBLE REPORT
Use the following procedure to report trunk troubles, such as noise or low level, in the NEAX2400 IMX. Press the BREAK key.
The lamp lights and ON BREAK is displayed. 
(Break) 
Press the BREAK key.
The lamp goes off, and BREAK OVER XX:XX (time spent on break in minutes and second) is 
displayed. 
Note 1
Break mode ends, and the position returns to the Work mode 
(WORK MODE is displayed).
Press the TALLY key.
The lamp lights and TALLY NUMBER? is displayed. 
Dial the code number (1 to 9) of the subject, and press the # key.
TALLY ENTERED is displayed. 
The lamp goes off, and the data is stored in the MIS.
During communication with an ACD call, press the TRK TRBL key.
TROUBLE REPORTED is displayed. 
The Trunk Trouble Report is automatically reported to the MIS and MAT. START 
END 
START 
END 
START 
END