NEC Neax 2400 Imx Callcenterworx Enterprise Acd System Manual

							CHAPTER 8 NDA-24282
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SYSTEM OPERATIONS
2.7 CALL TRANSFER
Use the following procedure to transfer an ACD call to another split.
2.8 NIGHT SERVICE
When the shift is over, the supervisory position can perform the following procedure to switch the entire split
into the Night mode.
(a) From Day mode to Night mode
(b) From Night mode to Day modePress the XFER key.
Special Dial Tone (SPDT) is heard.
XFR (D
term Series III) or XFR OPE (Dterm Series E) is displayed. 
Dial the ACD monitoring number of the transfer destination split. 
The call is immediately connected to one of the idle stations in the transfer destination split.
If all stations in the transfer destination split are busy, the transfer originator hears the Ring Back 
Tone (RBT) and should wait for an answering agent or release the call to complete the transfer. 
The supervisor presses the NIGHT key.
The lamp blinks, and ENTER NIGHT/FWD? is displayed. 
Dial 1 followed by the # key. 
The lamp lights, and the split is switched to Night mode.
New incoming calls are no longer queued, and calls which have already been queuing are 
connected as soon as an agent position becomes idle.
The supervisor presses the NIGHT key.
The lamp blinks, and EXIT NIGHT? is displayed. 
Dial 1 followed by the # key. 
The lamp goes out, and the split is switched to Day mode. START
END
START 
END
START 
END 
						

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SYSTEM OPERATIONS
2.9 ASSISTANCE
The agent position can request assistance from a supervisor during an ACD call.
2.10 EMERGENCY/RECORDER
The agent can notify the supervisory position of abnormal calls such as harassment and request monitoring. If
a recorder is provided, the conversation can also be recorded.
Note:When the supervisor presses MON key while the agent is being monitored, “BARGE?” is displayed. At that
time, the supervisor may enter the conversation by pressing 1 + #.The agent position presses the ASSIST key.
ASSIST XXXX (Supervisory position name for the position with ID code or the ACD line 
number for the position without ID code) is displayed.
The supervisor answers the assistance call. 
ASSIST XXXX (Agent position name for the position with ID code or the ACD line number for 
the position without ID code) is displayed. 
The supervisor and agent can confer while the ACD call is held with Consultation Hold.
The agent presses the EMER key.
EMER XXXX (Supervisory name for the position with ID code or the ACD line number for the 
position without ID code) is displayed.
If a recorder is provided, recording of the call starts at the same time.
The ACD CALL lamp and the MONITOR lamp on the supervisory position blink. When ringing 
starts, the supervisory confirms the display of EMER XXXX (Agent name or ACD line number), 
Trunk kind, Trunk number, and presses the LINE key. 
Note 
The monitoring can be terminated when the supervisor presses the RELEASE key.
The call between the ACD call and agent position continues. 
The recording ends.
(When activating three-way conference, see 2.11 Monitoring/Supervisory Override) START 
END 
START 
END  
						

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SYSTEM OPERATIONS
2.11 MONITORING/SUPERVISORY OVERRIDE
With the following procedure, the supervisory position can monitor a conversation between an agent position
and ACD caller at any time, and can join the call by overriding if required.
3. ACD SYSTEM RESTART PROCESSING
Since the ACDP is incorporated in the NEAX2400 IMX, perform the restart procedure of the NEAX2400 IMX
referring to the “Installation Manual” or “System Operations and Maintenance Manual”. Monitoring   
Place Supervisor into the “Work” mode.
Supervisory presses the MON/BARGE key.
The lamp blinks. 
MONITOR NUMBER? is displayed. 
Dial the ID code of the agent to be monitored, or dial 0 followed by the non- ACD  call s tation 
number of the agent position, and #. 
(Monitoring) 
Press MON/BARGE key again.
BARGE? is displayed. 
Supervisory Override 
Dial 1 and #. 
The MON/BARGE lamp blinks. 
(Three-way conference call between the ACD call, agent position and supervisory position).
Press the RELEASE or MON/BARGE key to end overriding.
“CONF” lamp goes off and Return to Monitoring. START 
END  
						

							NDA-24282 (E) CHAPTER 9
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CHAPTER 9 SYSTEM MAINTENANCE
1. GENERAL
This chapter explains the maintenance, diagnostics from system messages and fault recovery procedure
respectively of the NEAX2400 CallCenterWorX-Enterprise ACD System. If any fault has been discovered in
the course or as a result of maintenance operations, it should be diagnosed and repaired by referring to system
messages concerned and the fault recovery procedure.
Figure 9-1   Flow of Maintenance Work
2.  MAINTENANCE
 
      
   
      
3.  SYSTEM MESSAGES 
 
       Message Detail Data System Messages for  
ACDP and MIS
4.  FAULT DIAGNOSTICS 
 
       Diagnostics from System Messages 
 
 
 
5.   FAULT RECOVERY PROCEDURE 
 
  MIS 
(1)  MIS Restart Processing
            
          
      Routine Maintenance       Daily Maintenance  
						

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SYSTEM MAINTENANCE
2. MAINTENANCE
2.1 DAILY MAINTENANCE
The daily maintenance of the ACD System consists of the following checking.
Checking if the following system messages related to ACD system is displayed.
4-R: TCP/IP Link Failure
65-Q: ACD-MIS LOCK UP
6H: Bad Call Notification (ACD)
26-V: LAN Interface Error Report
2.1.1 THE RELATIONSHIP BETWEEN SYSTEM MESSAGES AND LAMP INDICATIONS
When the system has detected a fault, the corresponding system message is given and simultaneously, the
related lamp on the TOPU illuminates.
Table 9-1 shows the relationship between system messages and lamp indications.
Table 9-1  System Messages and Lamp Indications on the TOPU
SYSTEM MESSAGE LAMP ON THE TOPU
REMARKS
NO. NAME MJ MN SUP NON
4-R TCP/IP Link Failure×
5-Q ACD-MIS LOCK UP×
6-H Bad Call Notification×
26-V LAN Interface Error Report× 
						

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SYSTEM MAINTENANCE
3. SYSTEM MESSAGES
3.1 SYSTEM MESSAGES AND THEIR MEANINGS
The system messages shown in Table 9-2 is displayed when faults occur with the ACD within the IMX system.
This table shows the system messages and their meaning.
Table 9-2  System Messages for MIS
SYSTEM 
MESSAGEMEANING FAULT CONTENTS
4-R TCP/IP Link FailureA fault has occurred to the UAP or to the line connected with the 
external computer.
5-Q ACD-MIS LOCK UPAbnormal occurrence, and the communication between ACDP and 
MIS has locked up. (To be displayed when ASYD command, SYS 1, 
INDEX 42, b2 = “1”.)
6-H Bad Call Notification This message is issued to indicate the result of Bad Call Notification.
26-VLAN Interface Error 
ReportA fault, related to the TCP/IP connection between the PBX and MIS/
HOST, occurred.  
						

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SYSTEM MAINTENANCE
3.2 MESSAGE DETAIL DATA
This section describes the detailed information on the faults indicated by system messages (message detail data).
3.2.1 MESSAGE DETAIL DATA OF SYSTEM MESSAGE “4-R”
System Message 4-R: TCP/IP Link Failure
1. Print-out Format
2. Print-out information (typical)
When the PBX software Series 7300 and the ACD software R1 or earlier software are installed
Fault port number: 0-5
Communication Protocol: 03 = ETHER + TCP/IP
Error Code (ERR): Refer to the table below
Note 1:This error code shows that the Host (UAP) is down manually. The option not to output this detail message
at some offices can be programmed using SYS1, INDEX864, b1 in ASYDL (Messages other than ERR = 01
are output when TCP connection disconnected is not output).
Note 2:This data is output when using PBX software Series 7300 or earlier. If installing PBX software Series 7300
or later, this information is output in the system message “26-V”.
PROTOCOL ERROR CODECONTENT OF FAULT
03
(ETHER + TCP/IP)01 TCP Connection disconnected (Normal) 
Note 1
02 Reception of a text which cannot be analyzed Note 2
03~09 Not used
10 (0A) TCP Connection disconnected (on the way) 
Note 2
11 (0B) Transmission to PZ-PC19 (LANI) is disabled (Permanent) Note 2
12 (0C) Abnormal UAP is detected by Heart Beat function
13 (0D) Not used
14 (0E) TCP/IP Connection Error (B-level Infinite Loop, etc.)
15 (0F) ~ 255 (FF) Not used
TCP/IP Link
re
SYSTEM MESSAGE 4 - R TCP/IP Link Failure
       NEC - ESD  DEC 22    21:32
1: xx xx xx xx xx xx xx xx 2: xx xx xx xx xx xx xx xx
 
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SYSTEM MAINTENANCE
Fault logical channel number (LCID): 01~10H (00 means the data is invalid)
 
When the PBX software Series 7300 and the ACD software R2 or the later software are installed
Fault port number: 0-5
Communication Protocol: 03 = ETHER + TCP/IP
Error Code (ERR): Refer to the table below
Note 1:This error code shows that the Host (UAP) is down manually. The option not to output this detail message at some
offices can be programmed using SYS1, INDEX864, b1 in ASYDL (Messages other than ERRK = 01 are output when
TCP connection disconnected is not output).
Fault logical channel number (LCID): 01~10H (00 means the data is invalid)
~ IP address
Relation between LCID and PBX TCP port number
LCID TCP port number of the PBX
01 60030
PROTOCOL ERROR CODE CONTENT OF FAULT
03
(ETHER + TCP/IP)01 TCP Connection disconnected (Normal) Note 1
12 (0C) Abnormal UAP is detected by Heart Beat function
13 (0D) ~ 255 (FF) Not used
Relation between LCID and PBX TCP port number
LCID TCP port number of the PBX
01 60030
4
1
2
3
23
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SYSTEM MAINTENANCE
3.2.2 MESSAGE DETAIL DATA OF SYSTEM MESSAGE “5-Q”
System Message 5-Q: ACD-MIS LOCK UP
This message is output when the PBX software release 5 and the ACD software release 1 or the later software
are installed.
(1) Print-out Format
(2) Print-out information (typical)
Each data is always displayed as “0”.
:  ACD-MISK UP
SYSTEM MESSAGE 5 - Q                                                                       ACD-MIS LOCK UP
       NEC - ESD                                                                                              MAY 11   22:30
1:  00    00    00    00    00    00    00    00               2:  00    00    00    00    00    00    00    00
    
						

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3.2.3 MESSAGE DETAIL DATA OF SYSTEM MESSAGE “6-H”
System Message 6-H: Bad Call Notification (ACD)
1. Print-out Format
2. Print-out information (typical)
Bad Call Notification
 20=ACD trunk connection
ACD Trouble Kind
01=ACD trunk trouble key
14=ACD reset start
15=Insufficient ACD memory
16=Insufficient ACD call record
17=Excessive business station on ACD calls
18=Excessive calls queued
21=Unknown Pilot No. called
24=Illegal execution of ACD timeout procedure
30=ACD pointer error detection and recovery
33=ACDP reset completion
34=Call recovery failure on unknown Pilot No.
37=ACD Traffic (incoming) Capacity Over   
Note
99=Illegal ACD processing - trace stored
Note:Since the PBX software Series 7300 and the ACD software release 2.
[When  = 01 (Hex)]
~ : Information on Calling Party
– Station
~ : My Line No. (Station)
:00
– Trunk
~ : Route No.
~ : Trunk No.
~ : 00 00
~ : Information on Calling Party
– Station
~ : Station No.
:00
– Trunk
~ : Route No.
~ : Trunk No.
Bad CallficationD)
SYSTEM MESSAGE 6 - H BAD CALL NOTIFICATION
       NEC - ESD  AUG 14   17:00
1: xx xx xx xx xx xx xx xx 2: xx xx xx xx xx xx xx xx
 
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