NEC Neax2000 Ivs Acd Mis System Manual
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NDA-30094 REVISION 1 STOCK # 151955 ACD-MIS System Manual (UAP Edition) APRIL, 1997 NEC America, Inc. ®
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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,...
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TABLE OF CONTENTS Page NDA-30094 TABLE OF CONTENTS Page i Revision 1 CHAPTER 1 GENERAL DESCRIPTION. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 1. INTRODUCTION . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 1.1 Service Conditions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 2. SYSTEM OVERVIEW. . . . . . . . . . . . . . . . ....
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TABLE OF CONTENTS NDA-30094 Page ii Revision 1 TABLE OF CONTENTS (CONTINUED) Page 2. GETTING STARTED . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .90 2.1 System Initialization . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 90 2.2 The Welcome Screen . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 91 2.3 Passwords...
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NDA-30094 TABLE OF CONTENTS Page iii Revision 1 TABLE OF CONTENTS (CONTINUED) Page 2.2 Report Group Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 133 2.3 Scheduler . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 135 3. SYSTEM ADMINISTRATION . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .136 3.1 Passwords . . . ....
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LIST OF ILLUSTRATIONS Figure TitlePage NDA-30094 LIST OF ILLUSTRATIONS Page v 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...
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LIST OF TABLES Figure TitlePage LIST OF TABLES NDA-30094 Page vi Revision 11-1 Breakdown of Report Statistics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16 1-2 Report Schedule . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20 1-3 Report Time Values . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52 2-1 Troubleshooting...
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GENERAL DESCRIPTION NDA-30094 CHAPTER 1 Page 1 Revision 1 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...
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CHAPTER 1 NDA-30094 Page 2 Revision 1 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...