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. ®
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, 1996, 1997 NEC America, Inc. Printed in USA
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. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5 2.1 Main Menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6 3. SYSTEM FEATURES . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7 3.1 Terms and Definitions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7 3.2 External Display Unit (EDU). . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10 3.3 Statistics Monitor . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12 3.4 Statistics Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16 3.5 System Maintenance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47 3.6 System Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50 3.7 Alarm Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54 3.8 Exit . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 56 4. MULTIPLE SUPERVISOR TERMINALS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 57 4.1 General . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 57 CHAPTER 2 INSTALLATION PROCEDURES . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59 1. INTRODUCTION . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59 2. SYSTEM HARDWARE SPECIFICATION . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60 2.1 External Display Units . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60 2.2 Required Equipment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60 3. INSTALLATION PROCEDURES . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61 3.1 Select or add destination link . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61 3.2 How to install the ACD-MIS software from the distribution disk: . . . . . . . . . . . . . . . . . . . . 61 3.3 ACD-MIS Data Assignment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .67 3.4 How to run the ACD-MIS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 80 3.5 Hardware Required . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 80 4. TROUBLESHOOTING . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 81 4.1 General . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 81 4.2 Troubleshooting Procedures. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .81 5. EXTERNAL DISPLAY UNIT (EDU) SET-UP . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 82 5.1 RS-232C Board (DIGI PC/X) Installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 82 5.2 Communication Cable Assembly . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 83 5.3 Display Mounting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 85 5.4 Purchasing EDU Equipment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .86 CHAPTER 3 OPERATING PROCEDURES . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 87 1. GENERAL OPERATING PROCEDURES . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 87 1.1 To Log On at an ACD Station . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .87 1.2 To Log Off at an ACD Station . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .87 1.3 To Set Break . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 88 1.4 To Cancel Break . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 88 1.5 To Set Work . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 88 1.6 To Cancel Work. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 88 1.7 To Monitor Conversation / To Cancel Monitoring . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 88 1.8 Recommended Sequence of Actions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 89
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 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 92 2.4 Moving Through the Menus . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 92 2.5 Key Functions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 92 3. STATISTICS MONITORING . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .94 4. STATISTICS REPORTING . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .95 4.1 Report Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 96 4.2 Report Group Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 97 4.3 Report Scheduler . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 98 4.4 Create Report. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 100 4.5 Report Data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 102 5. STATISTICS REGISTERED IN SPECIFIC CASES . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .103 5.1 Conditions of Agent Log-Off . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 103 5.2 Call Transfer Before Answer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 103 5.3 Multi-Group ACD Systems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 103 6. SYSTEM MAINTENANCE . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .105 6.1 Passwords . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 105 6.2 ACD Alarms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 108 6.3 System Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 109 6.4 OAI Connection . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 109 6.5 Configuration Data Backup . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .110 6.6 EDU Port Selection . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 111 6.7 External Display Format . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .112 7. SYSTEM CONFIGURATION . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 114 7.1 System Name . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .114 7.2 Group Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .115 7.3 Station Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .116 7.4 Agent Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .118 7.5 ACD Key Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .118 7.6 Report Time Values . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .119 7.7 Storage Intervals . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 120 7.8 System Date Format . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 120 8. ALARM CONFIGURATION. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .121 8.1 Group Statistics Threshold . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 121 8.2 Agent Statistics Threshold . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 122 8.3 Print Thresholds . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 122 8.4 Audible Alarm Period . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 123 9. SYSTEM EXIT . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .124 CHAPTER 4 CUSTOMER SPECIFICATIONS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 125 1. SYSTEM CONFIGURATION . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .125 1.1 Group Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 125 1.2 Agent Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 126 1.3 Report Time Values . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 128 1.4 Storage Intervals . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 129 1.5 External Display Unit . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 130 2. STATISTICS REPORTING . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .131 2.1 Report Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 131
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 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 136 3.2 Group Statistics Thresholds . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 139 3.3 Agent Statistics Thresholds . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 140 3.4 Audible Alarm Period . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 141 APPENDIX A ACD-MIS TERMINAL USER GUIDE (Real Time Statistic Screen) . . . . . A-1
TABLE OF CONTENTS NDA-30094 Page iv Revision 1 TABLE OF CONTENTS (CONTINUED) Page
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 for ACD Call Waiting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 77 2-3 Communication Cable Assembly for Spectrum EDU . . . . . . . . . . . . . . . . . . . . . . . . . . . . 83 2-4 Communication Cable Assembly for Dataline EDU . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 84 3-1 The ACD-MIS Welcome Screen . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 90
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 Procedures. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 81 3-1 Specific Key Functions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .93 3-2 Breakdown of Report Statistics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 95 3-3 Report Schedules . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 98 3-4 Day/Time/Date Applications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 99 3-5 Statistics for Inter-Group Call Pick-Up . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 103 3-6 Statistics for Inter-Group Call Forwarding . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 104 3-7 Statistics Using Inter-Group Overflow . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 104 3-8 Combined Effect on Total Statistics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 104 3-9 Report Time Values . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 119 4-1 ACD Group Configuration Table . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 125 4-2 Agent Configuration Table. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 126 4-3 Report Time Values . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .128 4-4 Storage Intervals . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 129 4-5 Auxiliary Port Selection . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .130 4-6 External Display Format . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 130 4-7 Report Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .131 4-8 Report Group Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 133 4-9 Report Scheduler Table . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 135 4-10 First Default Password Reassignment Table . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 136 4-11 Second Default Password Reassignment Table . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 136 4-12 New Password Assignment. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 137 4-13 Group Statistics Thresholds . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 139 4-14 Agent Statistics Thresholds . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 140 4-15 Audible Alarm Period . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .141
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 within the group, based on which terminal has been idle the longest. Stations may log on/log off (with ID codes) from the ACD group. Supervisor stations may monitor agents’ conversa- tions. The ACD-MIS system provides real-time statistical reporting, supplemented by readily accessible help screens. ACD-MIS displays “Vacant” on logged off agent’s D term. ACD-MIS runs on the UAP as an OAI application. It communicates with the PABX using an Open Applications Interface (OAI) channel. ACD-MIS operates in conjunction with the “Log on, Log off, Break, and Work” fea- tures of the associated PABX. Users interact with the system using screen-based menus. Menus provide access to separate functions for system configuration, system maintenance, reporting, and general administration. This manual covers all ACD-MIS 5.x versions. 1.1 Service Conditions 1. A maximum of 16 ACD groups may be assigned per system. 2. Up to 60 stations may be programmed into a single ACD group. Up to the system limit of 60 ACD stations may be programmed in the MIS PC. 3. Assignment of ACD groups is performed at the Maintenance Administration Terminal (MAT) or Customer Administration Terminal (CAT). 4. ACD Hunt groups consist of a phantom pilot station (programmed in CM10) and one or more member sta- tions. Hunting is initiated in a circular fashion, and based on which member has been idle the longest pe- riod of time. 5. Agents must be assigned Prime Lines using CM93. Commands CM10, CM17, and CM93 must match with agent’s Prime Line. 6. If all stations within the ACD group are busy, incoming calls may be serviced in the following ways: remain in queue until an agent becomes available (Ringback Tone provided) immediately overflow into another group, to a station, or to the Attendant remain in queue until an agent becomes available (Delay Announcement or music on hold provided) remain in queue for a preset time (Ringback Tone, Delay Announcement, or music on hold provided) then overflow to another group, to a station, or to the Attendant 7. Any agent in an ACD group may go into Break/Work mode. When an agent has activated Break/Work, any call targeted at the ACD group will by-pass that agent. Calls directed to the specific station number will ring at the agent position.
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 Call Forwarding - All Calls setting. 10. An ACD pilot number can be used as the destination station of Direct Inward Termination (DIT), or as a designated Night Service station. 11. An ACD pilot number can be assigned as the destination station of Off-Hook Alarms, Priority Calls, and Attendant Night Transfer. 12. ACD group pilot numbers must not be placed in Station Hunting groups. The Station Hunting feature would take priority over the ACD function. 13. When a call has terminated to ACD group A, and all stations in group A are busy, and group B is assigned as the overflow destination (using Call Forward-Busy), the call is transferred to group B. When all the sta- tions are busy in group B, the call queues onto ACD group A. 14. One overflow group can be provided for each ACD group. Overflow to another group is accomplished by setting Call Forwarding - Busy Line at the pilot station of the first ACD group. 15. When an ACD station becomes available, the caller is immediately connected to the station, even if the recorded announcement is in progress. 16. Incoming call billing to the outside party starts when the first recorded announcement begins. 17. A PN-2DATA board is required to provide the recorded announcement. 18. A Delay Announcement service can be provided for DIT, DID, or a trunk call transferred by a station user or the Attendant to a ACD Group. Internal calls or station-to-station transferred calls to the ACD Group can go into the ACD queue but do not receive the Delay Announcement. 19. Incoming calls will hunt past an agent that failed to log off, if Call Forward - No Answer (to another ACD number) has been set. 20. If ACD member has set Call Forwarding - Busy Line or Call Forwarding - All Calls, it is skipped in ACD hunting. However, if the ACD member that has set Call Forwarding - Busy Line or Call Forwarding - All Calls is called directly by another station, the Call Forwarding - Busy Line or Call Forwarding - All Calls destination takes effect. 21. The destination for delay overflow may be set to any station or Attendant Console. If the destination for delay overflow is an agent in the same ACD group, the call will stay in queue and hear the delay announce- ment repeated until the call is answered. 22. When the destination of delay overflow is a busy station (which is not a pilot of another ACD group), the incoming call will hear delay announcement for the programmed cycle. When the destination station be- comes idle, the next cycle will provide overflow to the destination station. 23. If the destination station of delay overflow is in a hunt group, the hunt feature is followed. 24. If the destination station of delay overflow is set for Call Forwarding - Busy Line or Call Forwarding - All Calls, the call forwarding feature will be followed. 25. If the destination station of delay overflow is set to Call Forwarding - Outside, the call will stay in the ACD queue and hear the delay announcement repeated until the call is answered.