NEC Neax2000 Ivs Acd Mis System Manual

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26. If the destination station of delay overflow is set to Do Not Disturb, the call will stay in the ACD queue and
hear the delay announcement repeated until the call is answered.
27. Second Delay Announcement service can be provided for DIT, DID, or a trunk call transferred by a station
user or the Attendant to an ACD Group, after the first Delay Announcement.
28. Priority Queuing is available for incoming trunk calls.  The queue priorities are...

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40. An agent on an outgoing call via the ACD line with MIS status set to available will stay available.  The
ACD-MIS does not have an outgoing call status.
41. When using the Create Report function, with FD inserted into Drive A, specify the destination as File. The
report is saved as an ASCII file on the FD and can be imported into a spreadsheet program (e.g. Microsoft’s
Excel).
42. When using the Create Report function, specify the destination...

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2. SYSTEM OVERVIEW
ACD-MIS functions are accessible as six items on the main menu, plus additional  items on submenus. 
The ACD-MIS menu structure is illustrated in Figure 1-1.  Each individual menu corresponds to a separate
screen display. Dotted lines indicate access from a specific item within the main menu to an associated submenu.
Figure 1-1   ACD-MIS Menu Structure
MAIN MENU
1 Statistics Monitor
2 Statistics Report. . . . . . . . . . . . . ....

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2.1 Main Menu
ACD-MIS’s main menu includes six menu items, described below, plus submenus.  Each menu item is de-
scribed in detail in the section referenced in brackets.
1 - Statistics MonitorAllows a general study of recorded statistics on received calls and their handling
by assigned agents.  (See “Statistics Monitor” , Section 3.3.)
2 -  Statistics ReportSets the structure of various reports, together with their output requirements for...

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3. SYSTEM FEATURES
This document covers ACD-MIS functions.  Information is presented in the order in which items appear on the
system  menu.    
3.1 Terms and Definitions
The following terms and definitions are used in ACD-MIS’s statistical reports. Some terms apply to all statisti-
cal reports; others apply to selected statistics (i.e., for system, groups, or agents). Times are measured in minutes
and seconds (and displayed as mm:ss).
GOS %...

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NO. of CALLS NACD (NUMBER OF CALLS NON-ACD - All Statistics):
The total number of non-ACD calls received (by AVAILABLE agents only), since midnight.  This includes
any subsequently abandoned calls.
NO. of AGENTS in STATUS (System/Group Statistics):
The total number of agents currently:
RINGbeing rung by ACD calls  either queued or not queued)
TA L Koccupied on ACD calls
FREEnot occupied on ACD calls/logged on
LOFFlogged out from the ACD group...

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Revision 1 3.1.1 Other Terms
Other terms (described below) appear on ACD-MIS’s screens.
System and Group Statistics Displays:
Group No.The pilot extension number of the individual ACD groups (e.g. 6300, 6336)
Group NameThe title system or the specified name of the ACD group for group statistics (e.g., RESER-
VATION, INQUIRIES)
Indial No.A maximum of eight digits, this includes the indial prefix digits and pilot extension number
for the ACD groups:
Prefix...

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3.2 External Display Unit (EDU)
ACD-MIS’s External Display Unit (EDU) consists of up to four (4) wall-mounted data display panels. The pan-
els are located within view of all on-duty agents. EDUs are used to indicate selected statistical information for
assigned ACD groups.
The External Display Units are totally controlled from the ACD-MIS.  Their operation is related to the Statistics
Monitor feature, but is independent of the Statistics Report...

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Number of Calls Waiting + Longest Waiting Time for First Two Programmed Groups
A typical display message is as follows:
Details of this message format are shown below:
Group Name + Calls Waiting + Longest Waiting Time for First Programmed Group
A typical display message  is as follows:
Details of this message format are shown below:
1234567891011121314151617181920
12 1:12 7 56
Calls 
waitingLongest wait mm:ss Calls 
waitingLongest wait mm:ss...

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3.3 Statistics Monitor 
ACD-MIS’s Statistics Monitor mode displays all incoming call details and their handling by assigned agents for
a current 24-hour period.  Records are initialized each day at midnight.
The Statistics Monitor function includes seven separate screens.  Each screen is divided into two parts, which
contain dual sets of common real-time statistics reflecting the current and accumulated  ACD activities. 
Within each of the first...