NEC Neax2000 Ivs Acd Mis System Manual

NDA-30094
REVISION 1
STOCK # 151955
ACD-MIS System Manual
(UAP Edition)
APRIL, 1997
NEC America, Inc.
® 

LIABILITY DISCLAIMER
NEC America, Inc. reserves the right to change the specifications,
functions, or features, at any time, without notice.
NEC America, Inc. has prepared this document for use by its em-
ployees and customers.  The information contained herein is the
property of NEC America, Inc. and shall not be reproduced without
prior written approval from NEC America, Inc.
This manual applies to all ACD-MIS 5.XX versions.
NEAX and D
term are registered trademarks of NEC Corporation.
Copyright 1995,...

TABLE OF CONTENTS
Page
NDA-30094 TABLE OF CONTENTS
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CHAPTER 1 GENERAL DESCRIPTION. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .  1
1. INTRODUCTION  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1
1.1 Service Conditions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1
2. SYSTEM OVERVIEW. . . . . . . . . . . . . . . . ....

TABLE OF CONTENTS NDA-30094
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TABLE OF CONTENTS  (CONTINUED)
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2. GETTING STARTED . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .90
2.1 System Initialization  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .  90
2.2 The Welcome Screen  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .  91
2.3 Passwords...

NDA-30094 TABLE OF CONTENTS
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TABLE OF CONTENTS  (CONTINUED)
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2.2 Report Group Configuration  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .  133
2.3 Scheduler . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .  135
3. SYSTEM ADMINISTRATION  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .136
3.1 Passwords . . . ....

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TABLE OF CONTENTS  (CONTINUED)
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LIST OF ILLUSTRATIONS
Figure TitlePage
NDA-30094 LIST OF ILLUSTRATIONS
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Revision 1 1-1 ACD-MIS Menu Structure . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5
1-2 Connection of Multiple MIS Terminals  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58
2-1 APM Installation Script  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61
2-2 Indicator Connection...

LIST OF TABLES
Figure TitlePage
LIST OF TABLES NDA-30094
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Revision 11-1 Breakdown of Report Statistics  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16
1-2 Report Schedule . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20
1-3 Report Time Values  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52
2-1 Troubleshooting...

GENERAL DESCRIPTION
NDA-30094 CHAPTER 1
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CHAPTER 1 GENERAL DESCRIPTION
1. INTRODUCTION
Management Information System (MIS) is software that enhances the Automatic Call Distribution (ACD) fea-
ture of the NEAX2000 IVS. The ACD-MIS software provides a cost-effective means of supervising incoming
telephone traffic and associated staff activity.
ACD-MIS permits incoming calls to terminate to a pre-arranged group of stations. Calls are distributed, in the
order of arrival, to idle terminals...

CHAPTER 1 NDA-30094
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GENERAL DESCRIPTION
8. Agents can log off their stations while idle, or while on an incoming outside call.  If an agent is engaged in
an ACD call and presses the Logged On, Break or Work Key, the status field of the STATUS MONITOR
Screen will change from ACD Call to Logged Off, Break, or Work after the call is terminated.
9. When the pilot station has set Call Forwarding - All Calls, incoming calls to the ACD group will be trans-
ferred to the destination of that...