NEC Neax 2400 Imx Callcenterworx Enterprise Acd System Manual
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CHAPTER 9 NDA-24282 (E) Pag e 4 52 Revision 1.0 SYSTEM MAINTENANCE 5.3 MIS FAULT RECOVERY PROCEDURES This paragraph describes the fault recovery procedures related to the MIS in the order shown below. 1. MIS Restart Processing Step 1: By selecting MIS System Stop, cause the MIS to cease operating. Step 2: Turn off the power supply to the MIS. After 5 ~ 6 seconds, turn on the power supply again. Step 3: The MIS starts up. Step 4: Perform operation tests of the MIS. 2. Check on Connection Cables Check to see if the cable is connected between the MIS and the NEAX2400 IMX.
NDA-24282 APPENDIX A Page 453 Revision 1.0 APPENDIX A GLOSSARY ACD Automatic Call Distribution. ACDP Automatic Call Distribution Processor. (For the NEAX2400 IMX, the ACDP is built in the CPU of the PBX) ACD line Virtual line of an ACD position. ACD MAT Maintenance Administration Terminal (MAT) on which the ACD commands are loaded. After call mode Selection of ACD position availability after ACD call completion. In Work mode, an ACD position becomes unavailable to receive ACD calls upon release from the previous ACD call. In Available mode, an ACD position becomes available to receive ACD calls upon release from the previous call. Agent Personal Queue Queues for calls that are directed to a specific ACD position. Answer mode Answer mode for ACD positions: either Auto or Manual. In Manual mode, incoming calls ring at the position and are required to be answered manually. In Auto mode, calls are connected using the headset or handset, and are introduced by a Zip Tone. Auto Work mode Occurs when the ACD position receives or places a call on the PBX line. Call Control Vector (CCV) A list of instructions or steps for handling incoming ACD calls. Circuits The number of trunks in a trunk group that are designated as ACD trunks. Conditional threshold Threshold values set for call acceptance of conditional queue calls into the queue of a target split. Default language The language that will be shown on the display of an ACD position that is logged onto the ACD system. Directory number Night, Assist and Emergency destination programmed in split data (ACDSPL). Do Not Disturb Occurs when none of the ACD positions of an ACD split are logged on. Hardware type Specifies if the position is a D term or analog agent. Holiday A date designated as a holiday within the ACD system, subject to holiday call handling procedures (see ACDHC and ACDHS). I-ACD Integrated ACD. I/O type Defines which type of MIS or Infolink will be used on the input/output port. Infolink A data communications link between the ACD system and external computer equipment such as host and IVRs. Internal priority Priority at which an internal call will be handled. IVR Interactive Voice Response unit. A voice prompting unit that can be guided through menus via DTMF signalling. Language Language to be used for ACD terminal display (D term). Logon ID ID code used to logon to the ACD system.
APPENDIX A NDA-24282 Pag e 4 54 Revision 1.0 GLOSSARY Logon required Specifies whether ID entry is required for an ACD position to gain access to the ACD system. MAT Maintenance Administration Terminal. Maximum queue depth The number of calls that can be placed in queue. MIS Management Information System. MIS I/O port Designates the I/O port(s) used for MIS. PBX line The My Line of an ACD position. Pilot number A number used for routing calls to a CCV or a Week Schedule. Queue priority Priority at which a trunk call is placed in queue to a split. Route To Defines the routing method for pilot number, such as CCV or Week Schedule. (See ACDCCV and ACDWS.) Split A hunt group of ACD positions. Splits Allowed Specifies which splits a position can take calls from. Tenant A software delineation between multiple groups that share a PBX or ACD system, e.g., multiple companies which share the same switch, or separate divisions of one company that share an ACD systems. Tenant name Name associated with the occupant or user of an ACD system. Tenant number Number associated with the occupant or user of an ACD system. Transfer priority Priority at which a transferred call will be handled. Trunk group Route number associated with ACD. Week schedule A schedule consisting of a list of CCVs to be used in routing calls when the Week Schedule method of routing has been designated. (See ACDWS, ACDPLT, and ACDCCV commands.)
NDA-24282 APPENDIX B Page 455 Revision 1.0 APPENDIX B FIELD VALUES FOR ACD SCREENS Table B-1 Field Values for ACD Screens (1/8) FIELD NAME DESCRIPTION VALUESDEFAULT SETTINGREQUIRED /OPTIONAL ACD Line Line that receives all of the ACD calls for this position (via pilot numbers). (Virtual line)Up to 5 digitsnone required After call modeThe state the position will be in after finishing a call from this split. If available mode is selected, the position will become available immediately upon disconnect from the previous call. If work mode is selected, the position will go into work mode.available/ workavailable required Agent priority queueingDetermines whether to use priorities when queueing available agents.Priorities/ No PrioritiesNo Prioritiesrequired Alternate night destination CCVSpecifies the CCV to use for the pilot number’s alternate night destination.Index: 0 ~ 900 (0 = not used) Step: 1 ~ 200 optional Analog agent access codeNumber that invokes an ACD feature for an analog agent. up to 5 digitsnone required Analog agent break typeBreak type to be associated with an analog agent access code. 1 ~ 9 none optional Analog agent featureThe feature associated with an analog agent access code. Possible values are: Logon with ID, Logon without ID, Logoff, Ready Mode, Work Mode, Break Mode, Tally Code, Trunk Trouble.(see list at left)none required Analog agent logon IDLogon ID of agent or supervisor. up to 9 digitsnone optional Analog agent tally codeTally code associate with the dialed analog agent access code. up to 9 digitsnone optional Analog agent work mode timeoutThe maximum time (in seconds) that an analog agent can stay in Work mode. (0 = indefinite.) 0 ~ 9999 0 optional Analog positionSpecifies whether this position is analog or not. Yes/No No optional
APPENDIX B NDA-24282 Pag e 4 56 Revision 1.0 FIELD VALUES FOR ACD SCREENS Answer mode Determines how the position can answer ACD calls for this split. If Manual is selected, the position must answer calls manually by pressing the Answer button or the ACD Line key. If Auto is selected, calls are connected automatically; the position will hear Zip Tone when a new call is connected.manual/ automanual required Assist directory numberThe directory number that will be dialed when an agent presses the Assist button while on an ACD call.Up to 5 digitsnone optional Assist key is: Defines the function of the Assist key. Assist/ MonitorAssist required Auto work mode for IC PBXAutomatic work mode, which removes the position from receiving ACD queued calls while receiving an incoming call on the PBX line.Yes/No No required Auto work mode for OG PBXAutomatic work mode, which removes the position from receiving ACD queued calls while placing an outgoing call on the PBX line.Yes/No No required Break type Specifies whether agents should be prompted for break type when entering Break mode.1 (no prompt)/ 9 (prompt)1 required Call recover timeSets the amount of time (in seconds) an ACD call can ring at an agent position before being recovered. (0 = feature not used)0 ~ 255 0 optional Call waiting chime (ACDLOG)Defines how the call waiting chime will function for personal queue calls. Off = no chime. First = chime will sound for the first call placed in queue. All = chime will sound for each call placed in queue.Off/ First/ AllOff required Call waiting light thresholdThe minimum number of calls in queue to this split before the call waiting lamp will light steadily.0 ~ 999 (0 = off)0 optional Call waiting flash thresholdThe minimum number of calls in queue to this split before the call waiting lamp will flash.0 ~ 999 (0 = off)0 optional CCV index The index (reference number) to a specific CCV. 1 ~ 900 none required Table B-1 Field Values for ACD Screens (2/8) FIELD NAME DESCRIPTION VALUESDEFAULT SETTINGREQUIRED /OPTIONAL
NDA-24282 APPENDIX B Page 457 Revision 1.0 FIELD VALUES FOR ACD SCREENS CCV step One of up to 20 steps in a Call Control Vector. (See ACDCCV command for details.) Possible steps are listed below.See below none required ACTION ARGUMENT DESCRIPTION Queue To split number Offer the call to the split Dequeue From split number Stop offering the call to the split Conditional Queue split number Offer the call to the split if it meets a conditional threshold If Not Queued Go To CCV index and step If the split queue is full, go to Busy or specified CCV index and step Go To CCV index and step Go to the specified CCV index and step Transfer To 1 ~ 10 Route the call to a number (up to 22 digits) New Priority priority (1 ~ 250) Change the call’s priority to the specified value Up Priority amount (1 ~ 250) Change the call’s priority by the specified amount Announcement number (1 ~ 58) Route the call to an announcement Hang Up — Disconnect the call Pause seconds (1 ~ 999) Pause before performing the next step End — End of CCV Skip percentage (1 ~ 99) Skip percentage to next step IVR Announcement number (1 ~ 99) Connect call to IVR for customized announcement Individual IVR IVR access number Individual IVR port number in a CCV step basis ETA Less seconds (1 ~ 9999) Do next step if estimated time to answer is less than specified time ETA Greater seconds (1 ~ 9999) Do next step if estimated time to answer is greater than specified time ETA Less in a split (1 ~127)/ Do next step if estimated time to answer is less than specified specified split seconds (1 ~ 511) time in a specified split ETA Greater in a split (1 ~127)/ Do next step if estimated time to answer is greater than specified specified split seconds (1 ~ 511) time in a specified split Ring Delay seconds (1 ~ 15) Delay time to start ringing for the next incoming call Chime (ACDSPL)Call Waiting chime that sounds when the call waiting threshold is met.On/Off Off required Conditional threshold methodMethod for accepting calls into the split: No Calls Accepted: no calls are accepted into the queue. Agents Available: calls are accepted depending on the number of available positions. Calls in Queue: calls are accepted depending on the num- ber of unanswered calls in queue.No Calls/ Agents Ava il a b l e / Calls in QueueNo Calls Acceptedrequired Conditional threshold valueValue used in conjunction with the method (described above): Agents Available: the number of positions that must be available before calls will be accepted. Calls in Queue: the least amount of unanswered calls in the queue before calls will be accepted.1 ~ 250 (Agents Available) 1 - 699 (Calls in Queue)none optional Table B-1 Field Values for ACD Screens (3/8) FIELD NAME DESCRIPTION VALUESDEFAULT SETTINGREQUIRED /OPTIONAL
APPENDIX B NDA-24282 Pag e 4 58 Revision 1.0 FIELD VALUES FOR ACD SCREENS Default languageThe language used on a logged-off ACD position. English/ Japanese/ Spanish/ Italian/ French/ GermanEnglish required Do Not DisturbSpecifies how ACD calls will be handled when there are no positions logged onto the split.Queue/ Do Not QueueQueue required Emergency directory numberThe directory number that will be dialed when the agent presses the EMERGENCY button while on an ACD call.up to 5 digitsnone optional Emergency recorder numberNumber of the recorder that will be connected to the call in progress when an agent requires and emergency recording to be made.0 ~ 5 (0 = none)0 (none) optional File comment (remark)Any supplementary remarks you wish to be associated with the file.up to 60 charactersnone optional Go to CCV (forward/full)Defines action (CCV index and step) to be taken if the referenced logon ID is not logged on the system (forward), or if the personal queue is full (full).CCV index (1 ~ 900) and step (1 ~ 20)none optional Go to CCV (overflow)Defines action (CCV index and step) to be taken when there is an overflow timeout.CCV index (1 ~ 900) and step (1 ~ 20)none optional Holiday CCV listA list of entries to be followed when a Holiday Schedule is used. Each entry consists of a start time and a CCV index and step.Time (HH:MM) CCV index and stepnone optional Holiday date The month and day that is defined as a holiday. Date MM/DDnone optional Holiday schedule numberReference number for a holiday schedule. 1 ~ 3 none optional Hot split Specifies whether this split is to be used for hot positions. Yes/No No optional Internal priorityPriority that a station call will receive when queued within the local system, when presented to the pilot number.1 (high) ~ 250 (low)15 required Table B-1 Field Values for ACD Screens (4/8) FIELD NAME DESCRIPTION VALUESDEFAULT SETTINGREQUIRED /OPTIONAL
NDA-24282 APPENDIX B Page 459 Revision 1.0 FIELD VALUES FOR ACD SCREENS IVR directory numberThe PBX directory number that allows ACD to access a port on an Interactive Voice Response (IVR) unit.up to 5 digitsnone required IVR pilot numberThe PBX directory number used by ACD to access ports on an Interactive Voice Response (IVR) unit.up to 5 digitsnone required IVR port numberAssociates a port on the IVR unit with the IVR directory number.required Language The language a position’s messages will be displayed in when a position is logged on.English/ Japanese/ Spanish/ Italian/ French/ GermanEnglish required Logon ID The agent’s ID code used when logging on to the ACD system.up to 9 digitsnone required Logon ID is ? Used to control access to the split. Required/ Not UsedRequired required Logon Name The name to be displayed when logging on with a logon ID. Displayed on ACD position’s display.)up to 20 charactersblank optional Max. queue depthThe maximum number of calls that can be queued to this split or personal pilot number.1 ~ 999 99 required Multi-split Defines whether this logon ID has access to multiple splits simultaneously.Yes/No No optional Night directory numberThe directory number to which calls will be routed when the split is in Night mode. (Must be a valid pilot number.)up to 5 digitsnone optional Operator access codeDefines the access code programmed for the operator in the PBX database.up to 5 digits0 required Outbound call answer timerTime allowed for outbound calls to be considered successfully completed0 ~ 60 sec- onds30 required Overflow timeoutDefines how long a call will stay in queue to the personal pilot number before it overflows. (0 = Indefinite.)0 ~ 9999 none required PBX incomingSpecifies whether agents should be forced into Work mode upon receiving an incoming call on their PBX line.Yes/No No required PBX outgoing Specifies whether agents should be forced into Work mode upon receiving dial tone for an outgoing call on their PBX line.Yes/No No required Personal assist request numberOverrides the assist request number programmed in ACDS PL.up to 5 digitsnone optional Table B-1 Field Values for ACD Screens (5/8) FIELD NAME DESCRIPTION VALUESDEFAULT SETTINGREQUIRED /OPTIONAL
APPENDIX B NDA-24282 Pag e 4 60 Revision 1.0 FIELD VALUES FOR ACD SCREENS Personal emergency request numberOverrides the emergency request number programmed in ACDSPL. up to 5 digitsnone optional Personal pilot numberDefines the number programmed in AMNO/AMNOL/ AMNON. (Not programmed in ACDPLT.)up to 5 digitsnone optional Personal queue announcemen t numberDefines the announcement used for calls directed to personal queue (for the entire tenant). 1 ~ 58 none optional Personal queue overflow/ forward priorityDefines the priority for calls that overflow from a personal queue. 1 ~ 250 1 optional Pilot name Name displayed when a call is answered at positions. up to 20 charactersblank optional Pilot number (ACDPLT)A directory number that calls can be presented to. (Personal pilot numbers are not programmed here.)up to 5 digitsnone required Position The My Line of the ACD position. up to 5 digitsnone required Queue priorityPriority at which a call from this trunk group (route) is placed in the queue.1 (high) ~ 250 (low)1 required Route to: Method used to route a call when presented to this pilot number. Options are: CCV: index and step number Week Schedule: reference numberCCV index (1 ~ 900) and step (1 ~ 20)/ week schedule (1 ~ 10)CCV index 1, step 1required Split name Name displayed at positions at logon time. up to 20 charactersblank optional Split number Number that references a split. 1 ~ 250 1 required Split priority Used when assigning calls to agents in multi-split mode. 1 ~ 250 1 required Splits (ACDTN)Maximum number of splits assigned to this tenant. 1 ~ 250 1 required Table B-1 Field Values for ACD Screens (6/8) FIELD NAME DESCRIPTION VALUESDEFAULT SETTINGREQUIRED /OPTIONAL
NDA-24282 APPENDIX B Page 461 Revision 1.0 FIELD VALUES FOR ACD SCREENS Splits (ACDLOG)Designates what splits are allowed. All, or up to 4 different splitsAll required Splits allowed (ACDPSN)Number of splits allowed to position. 1 ~ 250 or Any1 required Stranded calls CCV indexDesignates the CCV index to use when recovering stranded calls. (0 = not used.)0 ~ 900 0 optional Successful feature activation announcemen tSpecifies the announcement to be connected to an analog agent notifying that a feature activation was successful. (0 = none.) 0 ~ 58 0 optional Supervisor tally-oh codesSpecifies whether this position is allowed to use supervisor Tally-Oh codes.Allow/ Do Not AllowDo Not Allowoptional Tenant name Name printed at the top of reports. up to 20 charactersblank optional Tenant numberReference number for the tenant. 1 ~ 10 none required Transfer priorityPriority of a transferred call when presented to a pilot number. 1 (high) ~ 250 (low)15 required Transfer numbersDigits to be dialed for each “Transfer To” CCV step that references this number. Only digits 0 ~ 9 are allowed. This is only required when there is a “Transfer To” step referencing it.up to 22 digitsblank optional Trunk group nameName to be displayed when a call is answered at an ACD position.up to 20 charactersblank optional Trunk group numberNumber that references a trunk group (route). 1 ~ 254 1 required Trunk circuits Used for activating/deactivating the trunk’s circuits as ACD circuits (trunks).1 ~ 255 1 to 1 required Trunk priority The priority used when queueing ACD trunk calls to a pilot number.1 (high) ~ 250 (low)1 required We e k schedule CCV listA list of entries to be followed when a week schedule is used. Each entry consists of a start time and the CCV index and step to be followed.Time (HH:MM) CCV index and step numbernone optional Table B-1 Field Values for ACD Screens (7/8) FIELD NAME DESCRIPTION VALUESDEFAULT SETTINGREQUIRED /OPTIONAL