NEC Neax 2400 Imx Callcenterworx Enterprise Acd System Manual

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~ : Information on Held Party or 3rd Station/Trunk in 3-party connection
– Station
~ : Station No.
:00
– Trunk
~ : Route No.
~ : Trunk No.
[When  = 14 (Hex)]
: Issue of ACDP (First digit of decimal place)
: Issue of ACDP (Second digit of decimal place)
[When  =21 (Hex)]
~ : Information on Calling Party
– Station
~ : My Line No. (Station)
:00
– Trunk
~ : Route No.
~ : Trunk No.
~ : 00 00
~ : Information on Unknown Pilot No.
– Station:
~ : Unknown Pilot No. called
:00
[When   = 24 or 99 (Hex)]
~ : 00 00 00 00
~ : Error Counter
[When  = 30 (Hex)]
~: Pointer Address
:00
: Error Kind
[When  = 33 (Hex)]
: ACDP Data Memory: 00=Used
01=Not used
: ACDP System Capacity: 02=50  Agent Positions
04=200 Agent Positions
07=500 Agent Positions
12=900 Agent Positions
15=2,000 Agent Positions
[When  = 34 (Hex)]
~ : Information on Unknown Pilot No.
~ : Unknown Pilot No. called
:001316
1315
16
1314
1516
2
3
4
2
36
35
6
34
56
78
912
911
12
2
36
78
2
36
7
8
2
3
4
2
36
35
6 
						

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3. Bad Call Notification Codes.
Print code Tally-Oh Ref. No. Description
2001 Auto-print Trunk Trouble key
2002 (Removed)
2003 03 Caller abandon during agent ringing
2004 04 Direct call to agent’s ACD line
2005 05 Call connect failed, requeued
2006 06 Call connect failed, dropped after multiple attempts (Bad calling party)
2007 07 Call re-connect attempt
2008 08 Call connect error audit loop
2009 09 Agent force logoff (via Tally-Oh code)
2010 10 Supervisor forced agent to logoff (via Tally-Oh code)
2011 11 Supervisor forced agent to Break (via Tally-Oh code)
2012 12 Supervisor forced agent to Ready (via Tally-Oh code)
2013 13 Supervisor forced agent to Work mode (via Tally-Oh code)
2014 Auto-print ACD initialization started
2015 Auto-print Insufficient ACD memory
2016 Auto-print Insufficient ACD call records
2017 Auto-print Excessive business stations, agent PBX lines, and Att’s. on ACD calls
2018 Auto-print Excessive calls queued
2019 (Reserved)
2020 (Reserved)
2021 Auto-print Unknown pilot number called
2022 22 Count free call records (once per hour if enabled)
2023 23 Invalid tenant specified for agent
2024 Auto-print Illegal execution of ACD time-out procedure
2025 25 Pilot number illegally removed (not by MAT)
2026 26 Attendant called pilot without held party
2027 27 Position audit corrected locked agent (enabling turns on audit)
2028 28 Call record audit corrected locked call record (enabling turns on audit)
2029 29 Call recovered
2030 Auto-print Pointer corruption detected and corrected
2031 31 Call abandoned while on hold
2032 32 Count total number of incoming messages (once per hour if enabled)
2033 Auto-print ACD initialization complete
2034 Auto-print Recover call failure due to bad pilot number
2099 Auto-print Illegal ACD process, trace stored 
						

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4. Auto-Print and Tally-Oh Codes
Some Bad Call Notifications are always printed on the MAT because of their importance. These codes are
marked as Auto-print in the above table. All codes not marked Auto-print are turned off when ACD is ini-
tialized, but can be manually turned on using the Tally-Oh code 075. To use, press the Tally key on any agent
or supervisor phone and enter:
 075;
 the two-digit reference number listed in the above table;
 either 0 (Off) or 1 (On);
 the # key.
For example, to turn on the Bad Call Notification print-out for “Call Recovered,” press TALLY 075291#.
To change all Bad Call Notifications, use the reference number 00. For example, pressing TALLY 075000
turns off all codes.
5. Examples
 Agent 4031 reported trunk trouble while connected to route 134, trunk 10, with the held station 4302.
1:  20 01  4A 31  00 00  00 00        2:  01 34  00 1A  43 A2  00 00
 Route 5 trunk 14 abandoned after ringing 72 seconds at agent position 5432.
1:  20 03  54 32  00 00  00 72        2:  00 05  00 14  00 00  00 00
 Station 4003 has placed a direct call to the ACD line on station 5144.
1:  20 04  51 44  00 00  00 00        2:  4A A3  00 00  00 00  00 00
 An attempt to connect route 7 trunk 3 to agent 6640 has failed. Caller is being re-queued.
1:  20 05  66 4A  00 00  00 00        2:  00 07  00 03  00 00  00 00
 Successive attempts to connect route 3 trunk 15 have failed. Caller was dropped.
1:  20 06  00 00  00 00  00 00        2:  00 03  00 15  00 00  00 00
 A second attempt is being made to connect route 3 trunk 15 to agent 5677.
1:  20 07  56 77  00 00  00 00        2:  00 03  00 15  00 00  00 00
 A connection attempt to agent 2002 has failed. Checking agent for valid status.
1:  20 08  2A A2  00 00  00 00        2:  00 00  00 00  00 00  00 00
 Agent 78300 used Tally-Oh code to forcibly logoff.
1:  20 09  78 3A  A0 00  00 00        2:  00 00  00 00  00 00  00 00
 Supervisor 3888 used Tally-Oh code to force logoff of agent 3005.
1:  20 10  3A A5  00 00  00 00        2:  38 88  00 00  00 00  00 00
 Supervisor 3888 used Tally-Oh code to force agent 3005 into break mode.
1:  20 11  3A A5  00 00  00 00        2:  38 88  00 00  00 00  00 00
 Supervisor 3888 used Tally-Oh code to force agent 3005 into ready mode.
1:  20 12  3A A5  00 00  00 00        2:  38 88  00 00  00 00  00 00 
						

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 Supervisor 3888 used Tally-Oh code to force agent 3005 into work mode.
1:  20 13  3A A5  00 00  00 00        2:  38 88  00 00  00 00  00 00
 The ACD has started the initialization process of release 2.12. Last initialization (prior to this one) was
on September 25 at 7:15 pm. This msg will be followed by the number 33 ACD Initialization Complete
msg.
1:  20 14  02 12  00 00  00 00        2:  00 00  00 00  00 00  00 00
 The ACD has exhausted available memory, new trunks will not be accepted.
1:  20 15  00 00  00 00  00 00        2:  00 00  00 00  00 00  00 00
 The ACD has exhausted available call records, new calls will receive ring-back tone.
1:  20 16  00 00  00 00  00 00        2:  00 00  00 00  00 00  00 00
 The ACD has exhausted available station records, additional ACD calls from business stations, agent
PBX lines, or attendants will not be accepted.
1:  20 17  00 00  00 00  00 00        2:  00 00  00 00  00 00  00 00
 The ACD has exhausted available queue records, additional queueing of ACD calls will not be pro-
cessed.
1:  20 18  00 00  00 00  00 00        2:  00 00  00 00  00 00  00 00
 Route 9 trunk 2 called the monitored number 4359, which is not listed as a pilot number in the ACD
database.
1:  20 21  00 09  00 02  00 00        2:  43 59  00 00  00 00  00 00
 This is a count of available call records. The ACD could accept 293 more calls.  Printed once per hour,
on the hour.
1:  20 22  00 00  00 00  02 93        2:  00 00  00 00  00 00  00 00
 Invalid ACD tenant. Agent 3211 has a different tenant between ACD and PBX.
1:  20 23  32 11  00 00  00 00        2:  00 00  00 00  00 00  00 00
 Internal ACD sequence error. This error has now been reported 7 times.
1:  20 24  00 00  00 00  00 07        2:  00 00  00 00  00 00  00 00
 The pilot number 4350 was illegally removed by the ACD. (Does not include removal from the MAT)
1:  20 25  43 5A  00 00  00 00        2:  00 00  00 00  00 00  00 00
 Attendant 2 called pilot number 4350 without a held party.
1:  20 26  20 00  00 00  00 00        2:  43 5A  00 00  00 00  00 00
 Position audit found agent 4301 in a bad state and corrected it. The position’s state was #14 and it was
pointing to a call record containing route 9 trunk 2, and 4302. The position audit is turned on by enabling
this printout. The audit does not run otherwise.
1:  20 27  43 A1  00 00  00 14        2:  00 09  00 02  00 00  43 A2
 Call record audit found a call record in a bad state and corrected it. The three parties in the call record
were 4301, 4350, and route 52 trunk 7. The call record audit is turned on by enabling this printout. The
audit does not run otherwise.
1:  20 28  43 A1  00 00  00 00        2:  43 5A  00 00  00 52  00 07 
						

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 Call was recovered after ringing too long at an agent’s ACD line. The ringing time can be set with the
ACDSPL MAT command. The agent was 4301, the ringing time was 45 seconds, the split number was
2, the calling party was station 5800, and the held party was route 17 trunk 4.
1:  20 29  43 A1  00 00  45 02        2:  58 AA  00 00  00 17  00 04
 The ACD detected corruption in the list of critical pointers. The pointer was 8000:1234 and the corrup-
tion type was #2. The corruption has been corrected and should not cause future problems.
1:  20 30  80 00  12 34  00 02        2:  00 00  00 00  00 00  00 00
 An ACD call released from an agent while on hold. The agent was 4301, three minutes and 20 seconds
have elapsed since the caller was put on hold, and the caller was route 15 trunk 7.
1:  20 31  43 A1  00 00  03 20        2:  00 15  00 07  00 00  00 00
 Count of incoming messages from the PBX to the ACD. This printout will be done once an hour, on the
hour. There are 10 counters, each of which count messages for 6 minute blocks. In the first 6 minutes
of the hour, there were (hex) 482B messages. There were (hex) A655 messages in the second 6 minutes,
etc. This is used primarily for determining a relative traffic count.
1:  20 32  2B 48  55 A6  1C 56        2:  3F 62  98 B0  26 4D  EF 78
 ACD initialization completed. This message will follow the #14 ACD Initialization Started msg.
1:  20 33  00 00  00 00  00 00        2:  00 00  00 00  00 00  00 00
 Recover Call failed due to a bad pilot number. When a call is recovered from an agent position after
ringing the specified amount of time, the caller is reconnected to the first pilot number in the ACD da-
tabase until another agent becomes available. If this pilot number is bad (doesn’t exist in the PBX data-
base, etc.), the recover will fail and this message will be printed. In this case, the pilot number 4350 is
being reported. The pilot number should be removed or reprogrammed correctly.
1:  20 34  43 5A  00 00  00 00        2:  00 00  00 00  00 00  00 00
 Internal ACD error. Trace snapshot saved in buffer. 27th occurrence of this error.
1:  20 99 00  00 00  00 00 27        2:  00 00  00 00  00 00  00 00 
						

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3.2.4 MESSAGE DETAIL DATA OF SYSTEM MESSAGE “26-V”
System Message 26-V: LAN Interface Error Report (OAI/MIS)
This message is output when the PBX software Series 7300 and the ACD software release 2 or the later software
are installed.
1. Print-out Format
2. Print-out information (typical)
- TCP/IP Part -
~ IP address of the error-detected OAI/MIS terminal
~Port No.
Used socket No.
Error Code (TCP/IP part)
- Application Part -
Application Type
05=OAI
07=MIS
Faulty Logical Port No.
Error Kind (ERR)
01=SEND Execution Error
02=RECEIVE Execution Error
03=TCP/IP Connection Error
04=Connection Error (B-level Infinite Loop, etc.)
05=TCP/IP Port Capacity Over
: LANface Errorort
SYSTEM MESSAGE 26 - V                                      LAN INTERFACE ERROR REPORT
       NEC - ESD                                                                                             JULY 25   19:30
1:   xx    xx     xx   xx     xx   xx    xx    xx              2:   xx   xx     xx    00     00    00     00    00
    
                                                                             12345678910111213141516
TCP/IP Part Application Part
14
56
7
8
9
10
11 
						

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4. FAULT DIAGNOSTICS
4.1 FAULT INFORMATION AND FAULT DIAGNOSTICS
Alarms are indicated or system messages are displayed if errors occur within the NEAX2400 IMX CallCenter
WorX-Enterprise (ACD) system. By collecting fault information promptly, the fault can be diagnosed and
recovery operations can be started quickly. Figure 9-2 shows the flow from the occurrence of a fault to its
diagnostics.
Figure 9-2   Flow from Fault Occurrence to Fault Diagnostics
Fault Occurrence
Fault Information Collection 
      Alarm 
      System Message 
      Fault detected during routine 
        maintenance  
         4.2   Diagnostics from System 
Messages 
						

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4.2 DIAGNOSTICS FROM SYSTEM MESSAGES
Figure 9-3 shows the operations from the diagnostics based on system messages to the identification of the cause
of fault.
Figure 9-3   Flow of Diagnostics from System Message
Diagnostics from System Message
Determination of Faulty Circuit Card or Equipment
Identifies the cause of fault by analyzing the displayed system message
4-R “TCP/IP Link Failure” – See Sections 4.2.1 and 3.2.1.
5-Q “ACD MIS LOCK UP”
6-H “Bad Call Notification” – See the “NEAX2400 IMX System Operations and
Maintenance Manual”.
26-V “LAN interface Error Report” – See Sections 4.2.1 and 3.2.3.
For other messages, refer to the “NEAX2400 IMX System Operations and Maintenance
Manual”.
When an alarm, such as circuit card initialization, is displayed during diagnostics, press
the ALM RST button to reset the alarm indication.
When the result of diagnostics shows that the fault is temporary, execute the “RALM”
command to reset all alarms and system messages and supervise the system operation.
Go to Section 5, “Fault Recovery Procedure” 
When the cause of fault is identified, perform the fault recovery procedure in Section 5, which is
shown inside                of the diagnostics procedures. 
						

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4.2.1 TCP/IP LINK FAILURE
For details of System Massage “4-R” and “26-V”, see Section 3.2.1 and Section 3.2.3 in this Chapter.
According to each fault situation, perform the repairing procedure referring to the table below.
1. When the PBX software Series 7300 and the ACD software R1 or the earlier software are in-
stalled.
Host is still in abnormal status?
Host is out of order. Repair the Host computer. 
PZ-PC19 (LANI) card is out of order. For the replacement procedure, see the “NEAX2400 IMX 
System Operations and Maintenance Manual”. START
 
If yes,
If no,2. When the PBX software Series 7300 and the ACD software R2 or the later software are in-
stalled. 
3. When Message, “26-V” is displayed:
Table 9-3  Repairing Procedure for TCP/IP Link Failure (Message “4-R”) (1/2)
ERR Detail information of ERR Check Item
01TCP/IP connection is down for the TCP connection 
disconnection ordered from Host.Restart the Host
0CAccording to Heart Beat function of Host, abnormal status of 
the Host system operation is detected.Check system operation of the Host
0D Not used
0ETCP port is released due to the detection of abnormal state in 
the TCP/IP part (such as B-level Infinite Loop. etc.)Re-check the operation status of Host.
0F~FF Not used
Table 9-3  Repairing Procedure for TCP/IP Link Failure (Message “4-R”) (2/2)
ERR Detail information of ERR Check Item
01TCP/IP connection is down for the TCP connection 
disconnection ordered from MIS or IVR/Host.Restart the MIS or IVR/Host
0CAccording to Heart Beat function of MIS or IVR/Host, abnor-
mal status  of the MIS or IVR/Host system operation is detected.Check system operation of the MIS or 
IVR/Host
0D~FF Not used
Table 9-4  Repairing Procedure for TCP/IP Link Failure (Message “26-V”)
ERR Error Situation Check Item
01TCP/IP connection is down because the text is not transmitted 
continuously.[1] Check the TCP/IP Transmission 
capacity on the UAP side is proper or 
not.
[2] Check on the operation status on the 
UAP side is normal.
02Incorrect text format is received. [1] Check the software operation on the 
Host side.
[2] Check the LAN cable connection 
status.
03TCP/IP connection is released due to the TCP port 
disconnection order from the Host.Re-start the Host computer.
04TCP port is released due to the detection of abnormal state in 
the Host operation.Re-check the operation status of Host.
05TCP/IP connection cannot be established due to the connection 
port capacity over.The number of allowed ports for 
application use via TCP/IP must be 16 or 
less. Adjust the total port number within 
this range. 
						

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4.2.2 BAD CALL NOTIFICATION
Perform the diagnostic work followed by “System Operations and Maintenance Manual”.
5. FAULT RECOVERY PROCEDURE
5.1 BEFORE STARTING FAULT RECOVERY
After the fault diagnostics based on fault information such as the alarm and system messages, the next procedure
to be done is the fault recovery. Before proceeding to this, it is required to examine when it should be started by
comparing the emergency of repair and its  influences. Particularly, when the fault is determined in the ST-BY
system, the work should be done at night when the ACD system is operated less frequently. The fault recovery
procedures can be divided into those on the ACD system and those on the MIS, as shown below.
Figure 9-4   Flow of Fault Recovery Procedures
5.2 ACD SYSTEM FAULT RECOVERY PROCEDURES
See the “NEAX2400 IMX System Operations and Maintenance Manual” for the fault recovery procedure
related to the ACD system shown below.
Fault information Collection
ACD System Fault Recovery – MIS Fault Recovery –
See Section 5.2
 See Section 5.3 Section 4.2, “Diagnostics from System Messages”
1. ACDP of Fault - Fault occurs intermittently at ACT side
2. ACDP of Fault - ST-BY side is faulty