NEC Neax2000 Ivs Acd Mis System Manual

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Step 4. Use  the SPACE BAR to toggle selection of the required pilot extension number Then press EN-
TER to move the cursor to the next position.
If during initial assignment, the position is not to be used, simply press ENTER directly. None will
be displayed and the cursor will move to the next position. For later modification, toggle the selec-
tion of the none option first.
(“None” means that the display field for the particular ACD group position on any associated EDU
will be blank.)
Step 5. Repeat for all other positions on the same line, observing the maximum allowed number of entries
(7, 2, or 1) according to the selection originally made for the display format.
Use SHIFT + TAB to move the cursor in the reverse direction, as required.
If  fewer than 7 entries are to be made, they can occupy any position:
Format ACD Group Number
1234567
number 1234 none 2345 none 3456 none 4567
Step 6. Continue until the cursor moves to the next format line.  Adjust its location as required.
Step 7. Repeat the procedures in Steps 2 to 6 to complete all necessary reassignments.
Step 8. Confirm your entries;  then press PAGE DOWN.  The system will return to the submenu. 
						

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7. SYSTEM CONFIGURATION
From the Main Menu, press 4.
The SYSTEM CONFIGURATION submenu displays.
This submenu includes eight functions:
System Name: For display on all screens
Group Configuration: Individual ACD groups
Station Configuration: Associated stations
Agent Configuration: Associated agents
ACD Key Configuratio: Assigns MSF to LEDs
Report Time Values : Time limit parameters for the Statistics Monitor mode and particular reports
Storage Intervals: Variable time intervals for statistics processing in particular reports
System Date Format: Changes the date format
7.1 System Name
System Name can be a maximum of any 40 characters, including spaces.
Step 1. From the System Configuration submenu, press 1.   The System Name Assignment screen will dis-
play.
Step 2. Depending on the action to be taken, proceed according to the following alternatives:
Initial Name Assignment
Type in the preferred name characters and press PA G E  D O W N. 
(The system will return to the submenu.)
Current Name Modification
Using the 
←, BACK SPACE, DELETE, and INSERT keys to erase, overwrite and add existing
and new characters as required, enter the new preferred name.  Then press PA G E  D O W N.  The
system will return to the submenu.
Step 3. Check for immediate appearance of the (new/modified) system name at the top of the display
screen.  It will also be printed at the head of each report page. 
						

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Step 1. From the System Configuration submenu, press 2. The Group Configuration screen will display,
with the cursor located at Group Name #01.
In the case of an existing MIS, first check the right-hand column for the current assignments indi-
cated as:
- new group = unassigned (vacant) area
- in use = existing, fully assigned group
- not used = existing ACD group without agents assigned
Note:At the time of initial ACD-MIS set-up, the indicated status of all ACD groups will be new group.
Step 2. Depending on the action to be taken, proceed according to the following alternatives:
New Group Assignment
Move the cursor to the first vacant location and type in the preferred group name.
Existing Group Modification
Move the cursor to the applicable location and using the Arrow, DELETE, BACK SPACE, and
INSERT keys, delete the required characters then retype the new Group Name characters. (Group
name can be a maximum of any 11 characters.)
Existing Group Deletion
Go to Step 4.
Note:Before deleting an ACD group, delete the pilot number and all assigned agents.
Step 3. Press TAB to move the cursor to the Indial No. - prfx column and proceed according to the follow-
ing alternatives:
New Group Assignment
Type in the specified indial digits for the ACD group.
Existing Group Modification
Use the Arrow, DELETE, BACK SPACE, and INSERT keys to delete the required digits.  Then
retype the new Indial No. - prfx digits. 
						

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Step 4. Press TAB to move the cursor to the Indial No. - ext. column and proceed according to the following
alternatives:
New Group Assignment
Type in the specified pilot extension number.
Existing Group Modification
Use the Arrow, DELETE, BACK SPACE, and INSERT keys to delete the required digits then re-
type the new pilot extension digits.
In most situations the pilot extension will be a phantom number. It can be a physical extension; but
if so, it must not receive direct calls.
Existing Group Deletion
Use BACK SPACE to delete all digits of the pilot number; then go to Step 6.
Step 5. If required, move the cursor to the next Group Name positions in turn (TAB and ENTER keys) and
repeat the above steps for any necessary entries/alterations/deletions.
Note:Only when Group Names #01 to #10 are entered can #11 to #16 (on the next screen) be used.
Note:After deletion of any group(s), the system will automatically adjust the positions of the others to close the
gaps.
Step 6. Press PAGE DOWN to confirm all details and exit to the submenu.
7.3 Station Configuration
Step 1. From the System Configuration submenu, press 3. The Station Configuration screen will be dis-
played, with the cursor located at Ext. No.
Step 2. Type in the required (first) extension number; then press ENTER. 
The cursor will move to Tenant No.
There is no requirement to enter extensions (including the pilot number) in any particular order
during initial ACD group assignment.
The specified extension number must be the Prime Line of a D
term instrument which the agent uses
(where installed) for the position to be able to log off and for certain report statistics to correspond
to definition. 
						

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Step 3. Depending on the intended action, proceed according to the following alternatives:
New Station Assignment
Check for display of the Add Station message which indicates that the extension number specified
has not been assigned.
Enter the required tenant number and press ENTER.  The cursor will move to Tel. Type.
Note:The tenant number must always be the value for the ACD group set within the PABX.
Existing Station Modification
Check for the display of the station exists and Modify Station messages and also the current assign-
ments for all other parameters.
Move the cursor (down) in turn to each entry to be altered.  Make necessary adjustments to exten-
sion number digits or surname characters (by positioning the cursor and using the DELETE,
BACK SPACE, and INSERT keys) and as otherwise described in Steps 4 - 5, then go to Step 8.
Existing Station Deletion
Press ENTER.  The cursor will move to the currently displayed Modify Station option. Select the
Delete Station option by toggling the SPACE BAR or pressing the indicated letter d.
Go to Step 8.
Step 4. For either initial specification or later modification, use the SPACE BAR to change selection of
Tel. Type or press the indicated letter a - e, as required.  The five options are displayed at the bottom
of the screen.
Press ENTER.  The cursor will move to group.
The specified Tel. Type must be selected as one only of:
The actual telephone instrument installed for the particular agents position (option a or b)
The pilot number specified in the PBX (option c, d, or e)
Step 5. Similarly, specify/modify the associated ACD group by selecting the required Indial - prfx from the
listing at the bottom of the screen.
Step 6. Check all specifications and when ready, press PAGE DOWN to confirm the entered details.  The
system will revert to the submenu.
Step 7. Repeat Steps 1 - 6 above for all remaining required station assignments or modifications. 
						

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7.4 Agent Configuration
Step 1. From the System Configuration submenu, press 4. The Agent Configuration screen will display,
with the cursor located at Agent ID.
Step 2. Type in the required ID code; then press ENTER.
Note:  There is a system limitation of 90 Agent ID codes which can be programmed in ACD-MIS.  The cursor will
move to Agent Name.
Step 3. Type in the Agent’s last name; press ENTER.
The cursor will move to Agent Initial.
Step 4. Type in the Agent’s first name initial(s); press ENTER.
The cursor will move to Group.
Step 5. Select the ACD group to which the agent can log in. Select using either the Space Bar or the letter
designation of the group.
Step 6. Check all specifications. When ready, press PAGE DOWN to confirm the entered details. The sys-
tem will revert to the submenu.
Step 7. Repeat Steps 1-6 for all remaining agent assignments.
7.5 ACD Key Configuration
Step 1. From the System Configuration submenu, press 5. The ACD Key Configuration screen will display,
with the cursor located at Log On/Off (MSF no.).
Step 2. Type the MSF Operation Code 128 for Log On/Off; then press ENTER.
The cursor will move to LED no.
Step 3. Type in the LED no. that the MSF (Log On/Off) will appear on the D
term; press ENTER. The cursor
will move to Break Key.
Step 4. Type the MSF Operation Code 129 for Break; press ENTER.
The cursor will move to LED no.
Step 5. Type in the LED no. that the MSF (Break) will appear on the D
term; press ENTER.
The cursor will move to the Work Key.
Step 6. Type the MSF Operation Code 130 for Work; press ENTER.
Led cursor will move to LED no. 
						

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Step 7. Type in the LED no. that MSF (Work) will appear on the Dterm; then press PAGE DOWN  to save
the entered details.
Note:MSF and LED number must be the same as those entered in the PABX. These two parameters are system pa-
rameters, which cannot be different for each station.
7.6 Report Time Values
Report Time Values are specified in number of seconds.  Their individual applications are summarized below
in Table 3-9.
Step 1. From the System Configuration submenu, press 6.  The Report Time Values screen will display.
Step 2. Using the Up/Down Arrow and/or TAB keys, move the cursor to the first parameter to be specified/
altered.
Step 3. Position the cursor and use the DELETE, BACK SPACE, and INSERT keys to enter the required
value (0 to 999 seconds).
Step 4. Repeat these procedures for all other necessary adjustments.
Ensure that the values specified for Answer Time, Abandon Time, and Duration Time are in ascend-
ing order.
Step 5. Check your entries then press PAGE DOWN to confirm all details.  The display will return to the
submenu.
Table 3-9  Report Time Values
REPORT TIME VALUE APPLICATION
Time to Answer (GOS) Used for Grade of Service calculation:
- Statistics Monitor mode
Abandoned Ignore Time Minimum time a call disconnected before answer must have been queued 
before it is considered as abandoned:
- Statistics Monitor mode
- Calls Abandoned report
- Traffic Analysis report
- Group Workload report
- Agent Demand report
Answer Time, Abandon Time, 
Duration TimeIncrements required for Calls Within parameters:
- Calls Waiting report
- Calls Abandoned report
- Call Duration report 
						

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7.7 Storage Intervals
Step 1. From the System Configuration submenu, press 7.  The Storage Intervals screen will display.
The displayed table comprises hourly time segments from 0000 to 2359 and for each, a correspond-
ing 60-minute (default) interval for call record storage.  These intervals can be made more regular.
Their application is in the presentation of statistics for specified reports where the selected option
for report breakdown is by period.
Step 2. Using the Up/Down Arrow keys, move the cursor to the first time segment to be altered.
Step 3. Select the required alternative interval from the options shown at the bottom of the screen by tog-
gling with the SPACE BAR or pressing the indicated letter a, b, c, etc.
Call records will be processed for storage at a frequency corresponding to the selected interval [e.g.,
three times per hour if the value set is 20 (minutes)].
Step 4. Repeat these procedures for all other necessary time segment changes.
Step 5. Check your entries then press PAGE DOWN to confirm all details.  The display will return to the
submenu.
7.8 System Date Format
Step 1. From the System Configuration submenu, press 8. The System Date Format screen will display,
with the cursor located at the System Date Format to be used.
Step 2. Select the date format to be used.
Step 3. Check the format. When ready, press PAGE DOWN  to confirm the entered format. 
						

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8. ALARM CONFIGURATION
From the Main Menu, press 5.  The ALARM CONFIGURATION submenu will display.
This submenu has four functions:
Group Statistics Threshold: Presetting of alarm limits for both the system and ACD group related
parameters
Agent Statistics Threshold: Presetting of similar alarm limits for the agent related parameters
Print Thresholds: Printing out of the current status of both the System/Group and Agent
Statistics configurations
Audible Alarm Period: Setting the period of the audible alarm associated with the Statistics
Monitor Mode - System/Group Statistics Longest Waiting Call param-
eter
Note:Alarm conditions are also recorded in the ACD Alarm file.
8.1 Group Statistics Threshold
Step 1. From the Alarm Configuration submenu, press 1.  The Group Alarms set up screen will display.
Step 2. Use the Up/Down Arrow and TAB keys to move the cursor between parameters for both initial
specification and later alteration.
For each entry, position the cursor and use the DELETE, BACK SPACE, and INSERT keys to
facilitate adjustment of the required value as per the following descriptions.
When the value to be entered is greater than 10, you must first erase the default value.
System/Group Statistics - G.O.S. - Low/High Alarms:
G.O.S. (Grade of Service) is the calculated percentage value used to indicate ACD call handling
efficiency.  The respective settings for the low and high alarms must therefore correspond to a de-
scending order of G.O.S.  Refer to the example below:
Assumed Target G.O.S.:  90 %
Low Alarm Setting:  70(%)
High Alarm Setting:  50(%).
System/Group Statistics - Average Answer, Average Talk, Average Available, and Longest
Waiting Call - Low/High Alarms:
Average Answer, Average Talk, Average Available, and Longest Waiting Call are direct time mea-
surements (in minutes and seconds) related to call handling.  The respective settings for the low and
high alarms must be in ascending order. 
						

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System/Group Statistics - Calls Waiting - Low/High Alarms:
Calls Waiting is a numerical quantity (in the range: 0 - 999) for indication of the call queue status.
Settings of low and high alarms are also to be assigned in ascending order.
Step 3. Check your entries and when appropriate, press PAGE DOWN to confirm all details.  The screen
will return to the submenu.
8.2 Agent Statistics Threshold
Step 1. From the Alarm Configuration submenu, press 2.  The Agent Alarms set-up screen will display.
Step 2. For both initial specification and later alteration, use the Up/Down Arrow and TAB keys to move
the cursor between each parameter.  To enter a value, position the cursor and use the DELETE,
BACK SPACE, and INSERT keys to facilitate adjustment.  Refer to the following descriptions.
When the value to be entered is greater than 10, you must first erase the default value.
Group Statistics - Average Answer, Average Talk, and Average Available - Low/High Alarms:
Average Answer, Average Talk, and Average Available are direct time measurements (in minutes
and seconds) related to call handling.  The respective settings for the low and high alarms must be
in ascending order.
The parameters Max Talk, Max. Available, Max. O/G, and Max. Logged Off have no application in
the present version of ACD-MIS and are therefore omitted. 
Step 3. Check your entries and when appropriate, press PAGE DOWN to confirm all details.  
The screen will return to the submenu.
8.3 Print Thresholds 
From the Alarm Configuration submenu, press 3 to initiate direct printing.
Note:If action is prevented because of a problem with the printer, an appropriate warning message will be given
at the top of the screen (in the red banner) :
Printer not on line:  Retry (Y/N) ?