NEC Neax2000 Ivs Acd Mis System Manual

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5. STATISTICS REGISTERED IN SPECIFIC CASES
Certain operations within ACD-MIS have a bearing on specific values recorded in the Statistics Monitor mode,
as well as in various reports.  
5.1 Conditions of Agent Log-Off
In calculating the Average Time - Available statistic, ACD-MIS in part counts the number of times agents log
off.  The totals are incremented only when agents do so while in the AVAILABLE status (i.e., not while engaged
on an ACD or non-ACD call).
5.2 Call Transfer Before Answer
If an ACD call transferred from one agent to another is not answered and as a result is redirected to the original
party, the call will be regarded as a new non-ACD call.
5.3 Multi-Group ACD Systems
In many installations the ACD-MIS will be associated with more than one ACD group in the connected PABX.
The statistics registered will reflect particular call-handling practices as described in the following cases.
5.3.1 Inter-Group Call Pick-Up
Where calls to one ACD group are picked up by agents in another, the values for calls received (i.e., in/offered)
and answered will be adjusted.
For example, a single call to Agent A (in Group A), which is picked up by Agent B (in Group B) will be recorded
as shown in Table 3-5.
5.3.2 Inter-Group Call Forwarding
Where calls are forwarded from one ACD group to agents in another group (either unconditionally, on busy or
no answer), the relevant values for calls received (i.e., in/offered), abandoned and answered for both groups will
represent that action. 
Table 3-5  Statistics for Inter-Group Call Pick-Up
StatisticReporting Level
System Group A Agent A Group B Agent B
Calls In/Offered
Calls Answered1
01
01
00
10
1 
						

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For example, if a call arrives at Agent A (in Group A) and is forwarded to Agent B (in Group B), it will be re-
corded as shown in Table 3-6.
5.3.3 Inter-Group Overflow
The use of Delay Announcement with Overflow, after the calling party has been in queue, will cause an abandon
on the first group (A) and an incoming call on the second group (B).
5.3.4 Combined Effect on Total Statistics
A continuing sequence of such call-handling procedures in a multi-group ACD produces statistics which require
examination from an overall point of view. 
As a simplified example, combination of the above two situations would result in values within the Statistics
Monitor - System/Group Statistics, as summarized in Table 3-8.
Table 3-6  Statistics for Inter-Group Call Forwarding
StatisticReporting Level
System Group A Agent A Group B Agent B
Calls In/Offered
Calls Answered1
01
01
00
10
1
Table 3-7  Statistics Using Inter-Group Overflow
StatisticReporting Level
System Group A Agent A Group B Agent B
Calls In/Offered
Calls Abandoned
Calls Answered2
1
11
0
10
0
01
1
01
1
0
Table 3-8  Combined Effect on Total Statistics
StatisticReporting Level
System Group A Agent A Group B Agent B
Calls In/Offered
Calls Abandoned
Calls Answered2
1
11
1
01
1
01
0
11
0
1 
						

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6. SYSTEM MAINTENANCE
From the Main Menu, press 3.  The SYSTEM MAINTENANCE submenu displays.
This submenu has eight separate functions:
Password Maintenance: Control access to various system features
ACD Alarms: Display/print file record listing excesses of specified statistical lim-
its.  
System Message: Display/print file record listing system faults and occurrences
OAI Connection: Control MIS-PABX communication channel status
Configuration Data Backup: Copy general system, report, and alarm configuration data to floppy
disk
EDU Port Selection: Assign required message formats to the various multi-I/O ports for
the External Display Units (where provided)
External Display Format: Select required message formats for the External Display Units
6.1 Passwords
From the System Maintenance submenu, press 1.  The password set-up screen (with accommodation for 12 pass-
words) will be displayed.
The first two passwords are preset in the basic system software:
The first of these (//blank//) is fixed to the use of the Enter  key at the Welcome Screen. Initially,
it is set to allow very limited access to features; but that can be modified, if required.
The second (mis) allows fixed unrestricted access to all features.  Its name can be changed to one
of your choice. 
						

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6.1.1 Review Existing Passwords
Step 1. Position the cursor within the brackets of the selected existing password.
Step 2. Press TAB.  The access assignments for the Main Menu are displayed.
Access status indications are:
accessible  = [y] (item color is white)
inaccessible = [n] (item color is amber)
Submenu indications are:
[y> or [n> = submenu exists
[y] or [n] = no associated submenu
Step 3. Position the cursor at an appropriate Main Menu item (i.e., one indicated with [y> and in white).
Press TAB to display the related submenu.
Step 4. Repeat for all other similar items on the Main Menu.
6.1.2 Change / Delete Existing Password Details
Step 1. Position the cursor within the brackets of the password entry to be changed/deleted.
Observe the limitations on changing either of the two default passwords.
Step 2.
Use the Arrow, DELETE, BACKSPACE, and INSERT keys to delete necessary existing charac-
ters before retyping the new/modified password name.  Upper- and lowercase letters are regarded
separately by the system.
To completely delete the password, remove all characters (with the [Back Space] key).  Go to Step
8.
Step 3. Press TAB to display the current Main Menu access assignments.
Step 4. Position the cursor at each required item in turn and alter the current access status (i.e., enter y or n).
Step 5. Position the cursor at the first Main Menu item now indicated as [y> (but still in amber).  Press TAB
to display the associated submenu.
Step 6. Make any necessary alterations as per Step 4.
Step 7. Return to the Main Menu (press SHIFT + TAB) and repeat the process for other items as required.
On return to the Main Menu, the color of an item which has been made accessible will have changed
to white.
Step 8. At the appropriate point, press PAGE DOWN. 
						

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Step 9. Confirm your entries then press E, D, R, or C according to:
Execute = enter specified changes and escape
Default = return to original screen display and repeat all entries
Redo = return to original screen display and repeat preferred entries only
Cancel = escape to menu without effecting any changes.
Note:For Default, any changes are lost; for Redo they are retained.
6.1.3 Add New Password
Step 1. Position the cursor at the selected vacant location within the passwords entry screen.
Step 2. Enter the new password (maximum 10 alphabetical characters).
Upper- and lowercase letters are regarded separately by the system.
Step 3. Press TAB to display the Main Menu.
Step 4. Enable access (i.e., enter y) to each required item in turn.
Step 5. Position the cursor at the first appropriate item (i.e. now marked [y> but still in amber).  Press TAB
to display the associated submenu.
Step 6. Make any necessary alterations as per Step 4.
Step 7. Return to the Main Menu (press SHIFT + TAB) and repeat these last two procedures for all other
items.
On return to the main Menu, the color of an item which has been made accessible will have changed
to white.
Step 8. Confirm your entries. Then press E, D, R, or C according to:
Execute = enter specified changes and escape
Default = return to original screen display and repeat all entries
Redo = return to original screen display and repeat preferred entries only
Cancel = escape to menu without effecting any changes
Note:For Default, any changes are lost but for Redo they are retained.
The message New Password File created appears whenever alterations and assignments are
finally executed to indicate successful entry of the new data into memory. 
						

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6.2 ACD Alarms
This function is applicable only after operational limits have been specified within the Group and Agent Alarm
Configuration function.
Step 1. From the  System Maintenance submenu, press 2. The Alarm Log Display Select screen will appear
with the cursor located at the Date parameter.
Step 2. Enter the required Date details (dd/mm/yy).  The cursor will move to Destination.
Date can be any day of ACD-MIS operation.  Refer also to Step 4, Note 2.
Step 3. The system defaults to the first of the two available Printer options.  To select the Screen alternative,
press the SPACE BAR or the letter s.
Step 4. Check your entries and when ready, press PAGE DOWN.
Note 1:  If printing, ensure that the printer  is on-line.
Note 2:  If no alarm threshold value has been equaled or exceeded for the day specified, the following message
  No log message for (specified date dd/mm/yy), Press Any Key, will be displayed.
Pressing any key will return the screen to the original display in Step 1.  If no preset alarm threshold
value has been exceeded for the day specified, the screen will immediately revert to the submenu.
Thereafter, pressing ESC will return the system to the submenu.
Step 5.
Printer:Printing out of all events will commence and the system returns to the submenu.
Display:The first group of events will be displayed.  Follow the on-screen instructions (ESC or oth-
er key), as required.
For both printing and display, the presented information will have the following format:
Note:Non-urgent alarms display in amber.  Urgent alarms display in red.
AREA STATISTIC LEVEL START TIME END TIME
System GOS Non-urgent Time indicated Time indicated
Group Avg. Answer Urgent level entered level entered
Agent Avg. Handling (hh:mm) (hh:mm)
Av g .  Av a i l a b l e
Long. Wait. Call
Calls Waiting 
						

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Step 1. From the System Maintenance submenu, press 3. The following message will display:
Print errors on printer? (y/n):
Step 2. Enter your requirement (y or n) according to:
For y (yes), printing of all records will immediately commence after which the display will return
to the submenu.
Note:Ensure that the printer is on-line.
For n (no), the System Message List screen will appear to display the applicable period of report-
ing, the total number of messages recorded, and the first listings in reverse chronological order, fol-
lowed by the further request:
Read the next errors? (y/n):
Enter your requirement (y or n) according to:
For y (yes), the next page of messages will be displayed and the request repeated.  The action can
be continued until a return display of the first page of listings.
For n (no), the display will immediately return to the submenu.
6.4 OAI Connection
Step 1. From the System Maintenance submenu, press 4.  
Depending on the current status, one of the following two messages will display:
The current status is always displayed on the left-hand side of the amber banner at the top of the
screen.
Step 2. Enter your requirement (y for yes or n for no).  The display will revert to the submenu.
There will be a slight delay when connecting to the PABX.
Current Status Message
OffConnect to PABX (y/n):
OnDisconnect from PABX (y/n): 
						

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6.5 Configuration Data Backup
This feature enables files applicable to general configuration of the ACD-MIS to be saved to a floppy disk in-
serted in the Floppy Drive.  In the event that a major fault requires the system to be rebuilt, those files can then
be copied back to the hard disk once the ACD-MIS program has been re-installed.
A 5 1/4, 1.2Mb or 3 1/2”, 1.44 Mb High Density floppy disk is required for the purpose.  The relevant files are
for:
System Passwords
Communications Port Parameters
System Name
Group and Agent Statistics Thresholds
Agent Configuration
ACD Group Configuration
Report Configuration
Report Group Configuration
Report Schedules (two files)
Agent ID Codes 
6.5.1 Back Up Files
Step 1. Login to ACDMIS user directory at UNIX login prompt. ACDMIS will run automatically.
Step 2. When asked for terminal type (keyboard type and display color/monochrome), press CTRL-C.
Step 3. Insert a formatted disk into the floppy Drive. Ensure that it is correctly locked in.
Step 4. At UNIX prompt, enter:
sh backup.sh
Step 5. Wait for the command to completed.
Step 6. At  UNIX prompt, enter:
exit
to logoff. 
						

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Step 1. Login to ACDMIS user directory at UNIX login prompt. ACDMIS will run automatically.
Step 2. When asked for terminal type (keyboard type and display color/monochrome), press CTRL-C.
Step 3. Insert a formatted disk into the floppy Drive. Ensure that it is correctly locked in.
Step 4. At UNIX prompt, enter:
sh reload.sh
Step 5. Wait for the command to completed.
Step 6. At  UNIX prompt, enter
exit
to logoff.
6.6 EDU Port Selection
This function assigns installed External Display Units (EDUs) to the individual Ports on the I/O board. The ac-
tual selection of display formats is arranged in Item 8 - External Display Format.
Step 1. From the System Maintenance submenu, press 7. The Communications Port Assignment screen dis-
plays.  The available assignment options are listed at the bottom of the screen.
For a new system all ports will be set to the default selection NONE.
For an existing system with the EDU feature, the current assignments will be shown.
The available options are identified as:
EDU 1 - EDU 4: External Display Units 1 - 4
Spectrum/Dataline: EDU type
TTY Device Name: /dev/tty as defined by System Administrator for the Comm Port.
Step 2. At whichever of Ports is to be set/modified first (move the cursor as required), use the SPACE BAR
to toggle selection of the required option or press the indicated digit (1 to 4 or  the letter n.)
Step  3. Use the TAB key to move the cursor to the next selection, and use the SPACE bar to toggle selection
of  Spectrum or Dataline; or press the indicated key (
D for Dataline, S for Spectrum, or N for None.)
Step 4. Move the cursor to each next port to be set/modified, in turn and select as above.
Step 5. Confirm all assignments. Then press PAGE DOWN.  The system returns to the submenu. 
						

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6.7 External Display Format
The External Display Format submenu lets you specify:
The choice of display format for each EDU
The relevant ACD group(s) for each format
Examples of display formats are included in Chapter 1.
The individual assignments made are identified as EDU 1 to 4 which correspond to the separate display panels
assigned to Ports on the I/O board in Item 7 - Auxiliary Port Selection.
Any format can be displayed on any panel.  Even the same one can be displayed on all panels, if required.
Step 1. From the System Maintenance submenu, press 8. The External Display Format screen appears with
the cursor located ready for selection of the first format.  The available message options are listed
at the bottom of the screen.
For a new system, all formats will be set to the not used default selection.  For an existing system
with the EDU feature, the current selections for EDU 1 - 4 will instead be shown together with the
pilot extension numbers of the associated ACD group(s).
The available display format options are identified as:
not used: provides a blank display on any specified panel
number: displays the current number of calls waiting in each of a maximum of seven (7)
ACD groups
number  time: displays the current number of waiting calls and the longest waiting time for each
of a maximum of two (2) ACD groups
name, no., time: displays the group name, the number of waiting calls and the longest waiting
time for one (1) ACD group.
Step 2. At whichever of EDU 1 - 4 is to be set/modified first (move the cursor as required), use the SPACE
BAR to toggle selection of the required format option or press the indicated letter n, A, B, or C.
Step 3. Press TAB (or ENTER) to move the cursor to the first position within ACD Group Number, on the
same line.
There are seven (7) ACD Group Number positions per line.  For a new system, all will be blank.
For an existing system with the EDU feature, the current selections of pilot extension number are
displayed together with blanks in all vacant positions.