NEC Neax 2400 Imx Callcenterworx Enterprise Acd System Manual

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Figure 3-15 shows the cable connection between Host and the PBX.
Figure 3-15   Connection of Host Note:
When the client MIS and IVR/Host are installed in a system together, LAN network directly connected
with these terminals should be separated by the router.
LANI
LANI
10BASE-T
(Straight) 
10BASE-T
(Straight) 
10BASE-T (Straight) HUB PKG
PIM
LPM
BASEU 
						

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Figure 3-16 shows the cable connection between IVR and the PBX.
Figure 3-16   Connection of IVR
PIM
16LC
A0
B0
A1
B1
~
A15
B15
NoteL2
L1
L2
L1IVR Rosette MDF
Installation cable
Note:Connector leads (A0, B0) may be connected differently. 
						

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4. SYSTEM START-UP PROCEDURE FOR ADDING ACD FEATURES
4.1 ACD SOFTWARE INSTALLATION
This section explains the installation procedure for adding the Built-in ACDP software to the PBX in on-line
operation. For more detailed information about start-up procedures before the ACD application software install,
see the “Installation Manual”.
[Operation Procedure]
a. Basic Operating Procedure
STEP 1 : By using MEM_HDD command, save all data to both HDDs.
STEP 2 : Insert the Built-in ACDP software FD into the HDD of the PBX.
Note 1:When ACD service is used in a Fusion Network and when “ACD Trunk in a FCCS Network” is used:
Install the software into the node that accommodates the 
ACDP.
When “AGENT ANYWHERE” is used:
Install the software into one node only. In this case, the node with the most ACD agent positions is recom-
mended to prevent network traffic congestion. The node that uses the ACDP is most recommended accord-
ing to the service condition Item 3 described in “Agent Anywhere - ACD” in Chapter 5.
STEP 3 : Install the Configuration Software to all nodes. 
Note 2
Note 2:
This software is used to define the CallCenterWorX-Enterprise (ACD) system capacity (50, 200, 500, 900,
or 2000 Agent Positions).
STEP 4 : Initialize the system (perform IPL, DM loading).
PROGRAM=“LOAD”
SYSTEM DATA=“LOAD” 
						

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b. When Installing ACD Trunk into Multiple Fusion Nodes (Software installation when the ACD trunk is in-
stalled at Fusion Nodes.)
(1) At the node that uses the ACDP, the ACD software (Built-in ACDP software) and ACD Option Soft-
ware installation is necessary.
(2) At the node that accommodates the ACD trunk, only ACD Option Software installation is necessary.
Do not install the ACD software.
(3) Initialize the node that uses the ACDP after the software installation.
c. When Installing ACD Agent Position into Multiple Fusion Nodes (For PBX Software Series 7300 or later)
(1) At the node that uses the ACDP, the ACD software (Built-in ACDP software) and the basic ACD
Option Software, installation is necessary.
(2) At the node that accommodates the ACD trunk, ACD agent position, the basic ACD Option Service
Software must be installed.
(3) Initialize the node that uses the ACDP after the software installation.
d. When Installing ACDP into Multiple Fusion Nodes (For PBX Software Series 7400 or later)
(1) At the node that uses the ACDP, the ACD software (Built-in ACDP software) and ACD Option Soft-
ware installation is necessary.
(2) At the node that accommodates the ACD trunk, only ACD Option Software installation is necessary.
Do not install the ACD software.
(3) Initialize the node that uses the ACDP after the initialization of the other nodes (non-ACDP nodes). 
						

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4.2 BASIC DATA ASSIGNMENT FOR START-UP
STEP 1 : Change the system data written in DM.
ASYD SYS1
INDEX2 - b0=1 (ACDP mounted)
INDEX31 - b0~b3: CM mounting capacity
Assign Normally “06”. 
Note 1
INDEX79 - b6=0 (ACD service is effective) Note 1
INDEX207 - b0=1 (ACDP in system0 is used) 
b1: ACDP in system1
0/1=Not used/Used
INDEX241 - b2=1 (call event process) 
Note 1
Note 1:
When the ACD service is activated via FCCS, this data must be set to all nodes providing ACD service (Not
just the node accommodating the ACDP).
STEP 2 : Assign the system data written in LDM as shown below.
ASYDL SYS1
INDEX512: FPC of the self-node
INDEX513: 01 Hex (LDM usage)
INDEX515~518 b0~b7: IP address (Hex) for PBX over external LAN
Note 2
INDEX519~522 b0~b7: Subnet Mask (Hex) for PBX over external LANNote 2
INDEX523~526 b0~b7: Default Gateway Address for External LAN
(This data is required when the Host is connected via gateway)
Note 2
INDEX864 - b0=1 (Built-in ACDP is provided)
INDEX864 b1: Output the system message (4-R) when TCP-IP is normally disconnected.
0/1 = Effective/Ineffective
Note 3
b2: 0/1 = “Agent Anywhere” Out of Service/In Service
b3: 0/1 = Multiple ACDPs Not Available/Available
INDEX865: FPC of Node Providing IP.
INDEX866: FPC of Node Providing ACDP.
Note 2:If the MAT or SMDR has been connected with external LAN already, this data assignment is not necessary.
STEP 3 : Assign the System data written in NDM.
This data is necessary when using “AGENT ANYWHERE” (Available since the PBX software
Series 7300.)
ASYDN SYS1
INDEX514- NDM usage
INDEX533- FPC of the node that provides VNDM
STEP 4 : Check the station-to-station connection and confirm no fault status occurs or system messages
are output (such as cable connection fault, LCD display fault, memory alarm fault, abnormal
interrupt, etc.).
STEP 5 : Program the ACD office data. Also, program the Fusion data to make ACD service effective
through Fusion network, if necessary. Refer to Chapter 5, “Office Data Design”.
STEP 6 : Save the DM, ACD data memory into the HDD by using MEM_HDD. 
						

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5. UPGRADING ACD SYSTEM FROM NEAX2400 ICS TO NEAX2400 IMX
Figure 3-17 and Table 3-1 show the requirements when upgrading the CallCenterWorX-Enerprise (ACD) sys-
tem from NEAX2400 ICS to 2400 IMX.
5.1 HARDWARE AND SOFTWARE REQUIREMENTS
Figure 3-17   Hardware and Software Upgrading Requirements
(See Table 3-1.)
PBX
MAT Router [9]Server MIS
DM CPU
ACD DMLAN
MIS DBClient MIS
[3] [1] [2]
[4][5]
[6]
[7][8]
ACDP
IVR/Host
[10]
Note 1:[5], [6], [7], [8] are not necessary for the ACD without MIS.
Note 2: [10] is not necessary for the ACD without IVR/Host. 
						

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Table 3-1  Hardware and Software Upgrading Requirements
No.Upgrading Hardware or 
SoftwareNEAX2400 ICS
(before upgrading)NEAX2400 IMX
(after upgrading)
[1]Generic Software
 Basic software
 Standard Service software
 Optional softwareAll types of system PBX software Release 3 or later
 Basic software (#1~#11)
 Internal MAT software
(#1~#2)
 TCP/IP software
[2]ACD software SC-2242 PRG-E or
SC-2243 PRG-FBuilt-in ACDP software
[3]MAT
Hardware and SoftwareIBMPC/AT Windows
[4]ACD Data Memory PBX software Release 2 or 
Release 3Built-in type
Necessary to be reprogrammed 
via [3]
[5], [6]Server 
MISHardware and 
SoftwareNavigator MIS (IBMPC/AT) Navigator MIS (IBMPC/AT)
For NEAX2400 IMX system
[7]Data base
(Config., static data, 
etc.)Navigator MIS (IBMPC/AT) Navigator MIS (IBMPC/AT)
[8]Client MIS terminal Software Navigator MIS (IBMPC/AT) (a) Remote MIS terminal 
MIS terminal for Navigator 
MIS (IBMPC/AT)
(b) Client MIS terminal 
Navigator MIS client for 
NEAX2400 IMX system
[9] Router – Router
[10]IVR/Host Hardware and Soft-
ware
Note:Necessary when IVR/
Host is added only. 
						

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5.2 UPGRADING PROCEDURE 
STEP 1 : Print out the existent data in the MIS terminal or save the data as the text file.Note 4
STEP 2 : List up the office data related to the current ACDP.
STEP 3 : Shutdown MIS operation following the appropriate procedure.
Note 4
STEP 4 : Make busy the CPU (ACDP) card (CP53/CP54) and disconnect all cables connected to cards
related to ACD.
STEP 5 : Upgrade the PBX hardware following the Upgrade Manual for the PBX.
STEP 6 : Install the software below to upgrade the PBX software. Refer to Chapter 3, Section 4.1, “ACD
Software Installation”.
 An assortment of software for NEAX2400 IMX
 Built-in ACDP software
Note 1
 System Configuration Software containing ACD OptionsNote 2
STEP 7 : Program the following ACD commands data again.
ACDTN/ACDSPL/ACDLOG/ACDPSN/ACDCCV/ACDPLT/ACDTG/ACDANA/ACDIVR/
ACDHS/ACDHC/ACDWS
STEP 8 : Start up the Navigator MIS for IBMPC/AT.
Note 3
 Standard MIS hardware and software
 MIS terminal hardware and software
STEP 9 : Start up the IVR/Host.
Note 4
 IVR/Host hardware and software
 Related Equipment for LAN
STEP 10 : Perform the installation test.
Note 1:When ACD service is used in a Fusion Network, and when “ACD Trunk in aFusion Network” is used:
Install the software into the node that accommodates the ACDP.
When “AGENT ANYWHERE” is used:
Install the software into one node only. In this case, the node with the most ACD agent positions is
recommended to prevent network traffic congestion. The node that uses the ACDP is most recommended
according to the service condition Item 3 described in “Agent Anywhere - ACD” in Chapter 5.
Note 2:When ACD features are activated in Fusion network, this software is installed in all nodes.
Note 3:This procedure is not necessary for the ACD without MIS.
Note 4:Details for start-up procedure are decided by the IVR/Host feature specifications.
This procedure is not necessary when IVR/Host is not used. 
						

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This page is for your notes. 
						

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CHAPTER 4 SWITCH SETTING OF ACD CIRCUIT CARDS
1. GENERAL
This chapter explains the circuit cards related to the NEAX2400 CallCenterWorX-Enterprise (ACD) System
which are shown in Table 4-1. 
Table 4-1  List of ACD Circuit Cards
SYMBOL CIRCUIT CARDMOUNTING 
MODULEREMARKS
CPU PA-CP53 PIMU For circuit card type
EAPI PH-PC22/PH-PC27 LPRJ-A
ALMC PA-AL16 APM For module type
APINT PH-PC21 LPRJ-A
COPY PA-PC56-A APM
CPU PA-CP54 APM
CRAM PA-ME34 APM
IOC PA-IO02-A APM
PBI PH-BS16 APM
SPGT PA-GT17 MISCME For MISCME type
ELC PA-16ELCDD PIMU Common
16ELC PA-16ELCH PIMU Common
16ELC PA-16ELCJ PIMU Common
4DAT PA-4DATA PIMU Common
DAT PA-4DATB PIMU Common
4DTL PA-4DTLA PIMU Common
ETHER PA-CC98 APM/PIMU Module/Package
MBB PA-GT16 APM Module