NEC Neax2000 Ivs Acd Mis System Manual
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INSTALLATION PROCEDURES NDA-30094 CHAPTER 2 Page 83 Revision 1 5.2 Communication Cable Assembly 5.2.1 For Spectrum EDU Figure 2-3 Communication Cable Assembly for Spectrum EDU 12345678910111213 141516171819202122232425 TXRX GND 25 pin D connector 5-way 240° DIN connector 1 2IN 3OUT 4 5 6 7 GROUND 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 25 pin D connector 5-way 240° DIN connector IN OUT GROUND
CHAPTER 2 NDA-30094 Page 84 Revision 1 INSTALLATION PROCEDURES 5.2.2 For Dataline EDU Figure 2-4 Communication Cable Assembly for Dataline EDU R A B C (25) (1) A TIP 3.5 mm male 3 conductor stereo mini-plug DL220 EDUDB 25 Male 3 RX-D A-TRANSMIT RXD 3 RTS 4 DIGI PC/X 2 TXD 7 GND 4 RTS 5 CTS 6 DSR 8 DCD 20 DTR CTS 5 DSR 6 DCD 8 DTR 20 B CENTER C SLEEVEB-RECEIVE TXD 2 C-GROUND GND 7 S
INSTALLATION PROCEDURES NDA-30094 CHAPTER 2 Page 85 Revision 1 5.3 Display Mounting Refer to the DIGI PC/X Manual (PC/Xe, AccelePort Xe, Intelligent Asynchronous Serial Communications Boards) for the installation of the DIGI PC/Xe board and the board switch settings. Refer to DIGI MenuPort Interface (MPI) SCO UNIX Manual for installation of the DIGI driver software.
CHAPTER 2 NDA-30094 Page 86 Revision 1 INSTALLATION PROCEDURES 5.4 Purchasing EDU Equipment The wallboard is manufactured by Data Display Co. Ltd. and may be purchased by contacting: Eurotronics Service Inc. 320 West Drive Copiague, New York Bus. # 516-842-2055 FAX # 516-789-3972 NEC America, Inc. has performed compatibility testing with the Model# DL220. DL220 Specifications: Length: 37.7 Height: 4.5 Depth: 1.5 Character Size: 5.00 cm Character Type: Red LED Number of Characters: 20 Character Memory: 6000 Wallboard manufactured by Spectrum may be purchased by contacting: Spectrum Corporation 10048 Easthaven Houston, TX 77075 TEL: 800-302-5050 FAX: 713-944-1290 NEC America, Inc. has performed compatibility testing with the Model #215. #215 Specifications: Length: 29 Height: 4.5 Depth: 2.2 Character Size: 2 Character Type: Red LED Number of Characters: 15 Character Memory: 7000
OPERATING PROCEDURES NDA-30094 CHAPTER 3 Page 87 Revision 1 CHAPTER 3 OPERATING PROCEDURES 1. GENERAL OPERATING PROCEDURES The system supervises incoming telephone traffic to assigned ACD groups and activities of the associated agent (answering) positions using a wide range of statistical reports. These functions operate in conjunction with the Log On/Off feature within the associated PABX. This chapter covers initial configuration of the group(s) and agents, report parameters, and alarm indications, as well as the instructions for day-to-day operation. 1.1 To Log On at an ACD Station Multiline: (1) Press the Log On/Off Key. (2) Enter the ID when prompted (“Enter ID” will be displayed) followed by #. (3) If a valid ID is entered, the LED for that key will be steadily green and message LOGON is displayed on the DtermIII momentarily. If an invalid ID or an ID that is already in use is entered, a message stating “In- valid ID” or “ID In Use” will display. Analog: (1) Lift the handset and receive the extension dial tone. (2) Dial Log On/Off Access code. (3) Dial the ID followed by #. (4) If tone has been activated, you will receive tone; otherwise you will receive a reorder tone. 1.2 To Log Off at an ACD Station Multiline: (1) Press the Log On/Off key. LED on key will go out., and message VACANT is displayed on the DtermIII momentarily. (2) If an agent presses the Log On/Off key during a conversation, status will change to log off after the agent hangs up. Analog: (1) Lift the handset and receive the extension dial tone. (2) Dial Log On/Off Access code. If tones have been activated, you will receive tone back; otherwise you will receive a reorder tone. (3) To dial Log On/Off code during a conversation, the agent has to hook flash, dial the access code, and hook flash again to return to the conversation. Note: For a detailed users guide, see Appendix A
CHAPTER 3 NDA-30094 Page 88 Revision 1 OPERATING PROCEDURES 1.3 To Set Break Multiline: (1) Agent presses the Break key; the LED flashes slowly and message BREAK is displayed on the DtermIII momentarily. (2) If the agent presses the Break key during a conversation, the status will change to Break after hangup. Analog: (1) Lift the handset and receive dial tone. (2) Dial Break code. (3) To dial the Break code during conversation, the agent has to hook flash, dial the code, and hook flash again to return to the conversation. 1.4 To Cancel Break Multiline: The agent presses the Break key; the LED goes out. Analog: The agent dials the Break code. 1.5 To Set Work Use the same operating procedure as Break. 1.6 To Cancel Work Use the same operating procedure as Break. 1.7 To Monitor Conversation / To Cancel Monitoring (1) Lift the handset or depress SPKR, and receive the extension dial tone. (2) Dial the monitor feature access code, or press the MONITOR key. (3) Dial the extension number to be monitored. (4) Monitor the conversation via handset or speaker. (5) When the monitored station goes on hook and receives a second call, pressing the MONITOR key re-es- tablishes the Monitor Feature. Note: Monitoring telephone conversations may be illegal under certain circumstances and laws. Consult a legal advisor before implementing the monitoring of telephone conversations. Some federal and state laws require a party monitoring a telephone conversation to use beep tone(s), to notify all parties to the telephone conver- sation, and/or obtain consent from all parties to the telephone conversation. Some of these laws provide strict penalties for illegal monitoring of telephone conversations.
OPERATING PROCEDURES NDA-30094 CHAPTER 3 Page 89 Revision 1 1.8 Recommended Sequence of Actions At the time of initial installation, after the PABX has been programmed and the terminal set up, a specific se- quence of actions is recommended: System Configuration: System Name Group Configuration Station Configuration Agent Configuration ACD Key Configuration Report Time Values Storage Intervals System Date Format Alarm Configuration: Group Statistics Threshold Agent Statistics Threshold Print Thresholds Audible Alarm Period System Maintenance: Password Assignment OAI Connection Configuration Data Back up The following items apply to the normal use of the system and its subsequent administration and maintenance: Statistics Monitor Statistics Report: Report Configuration Report Group Configuration Scheduler Create Report System Maintenance: ACD Alarms System Message
CHAPTER 3 NDA-30094 Page 90 Revision 1 OPERATING PROCEDURES 2. GETTING STARTED 2.1 System Initialization When UNIX prompts for login, enter the user name and password, ACD-MIS will starts automatically. It then asks to select the terminal (keyboard and display) types: 1 SUN Workstation - Monchrome Display 2 IBM-PC Compatible Keyboard with Color Display 3 IBM-PC Compatible Keyboard with Monochrome Display User should enter the number and return key. Afterward, the following on-screen messages will display: Configuration File System initialized successfully. OAI Data Communications initialization completed. Initiating call collection resources....... Please wait. Call Collection resource initialization completed....... External display initialization completed....... The system has now finished initializing files. The Welcome screen then displays. (This screen is described in the following section.) Figure 3-1 The ACD-MIS Welcome Screen MASTER COMPANY NAME Ver. 5.XX OAI offWed Mar 25 09:15am Welcome to NEC’s Management Information System: ACD-MIS Copyright NEC America 1997 Enter your password please:
OPERATING PROCEDURES NDA-30094 CHAPTER 3 Page 91 Revision 1 2.2 The Welcome Screen The very top line (blue banner) is used to display the name of your company or organization. This can be pro- grammed by the customer or preset during the production process. The type of terminal (Master or Submaster) is indicated in the upper left corner (blue banner). The version number is indicated in the right-hand corner. The next line (amber banner) is used to indicate the OAI port status on the left-hand side (i.e., OAI on/off). This function is controlled from a user option (which will be explained later). On the right side, the current date and time display. These have been set during installation and should not re- quire adjustment except for time changes. The bottom line (red banner) is normally blank. The left-hand part displays system information (error codes) or warning messages. Error codes are only of interest to the service technician; but warning messages may display if you have overlooked something concerning the printer or floppy disk drive. A warning message will overwrite any currently displayed error code and will be accompanied by a standard request for your response (in the right-hand part). A typical example is: Printer not on line: Retry (Y/N)? Other available messages are listed below: Messages related to the printer: Printer out of paper Printer cable disconnected Printer unknown error Messages related to the disk drive: Floppy Disk protected Floppy Drive not ready Floppy Disk faulty Floppy Disk unformatted Floppy Drive problem: . . . . Note:Printer-related messages are displayed for a maximum of 5 minutes.
CHAPTER 3 NDA-30094 Page 92 Revision 1 OPERATING PROCEDURES 2.3 Passwords Access to each area of ACD-MIS operation can be controlled by passwords, which are preset at installation or specified by the user to suit individual requirements. The following basic facts apply: Accessible menu items appear in white; those that are restricted are amber color. You can use the preset password (mis in lowercase letters) to access to all items without restriction. If you wish, you can assign a different name later. A menu item indicated as restricted can be accessed if you enter the appropriate password. (When the item is selected, the message Enter Password displays.) Note: Programming of passwords is described in “Passwords” , Section 6.1. 2.4 Moving Through the Menus After an appropriate password has been entered, the Main Menu of six items (described in Chapter 1) is dis- played. The cursor will be positioned at Item 1 - Statistics Monitor. You can identify individual items on any menu by scrolling the cursor. A brief summary of the functions of each will be displayed at the bottom of the screen. Any allowed feature can be directly selected by pressing the appropriate digit key. Otherwise, press the Enter key once the cursor is located at a required item. 2.5 Key Functions Often-used keys are summarized in Table 3-1: