NEC Neax2000 Ivs Acd Mis System Manual

							OPERATING PROCEDURES
NDA-30094 CHAPTER 3
Page 123
Revision 1 8.4 Audible Alarm Period
The alarm warning tone associated with the high value of the Statistics Monitor - System and Group Statistics
Waiting Longest parameter can be set to be repeated every 5, 10, 20, 30, 60 or 90 seconds or disabled altogether,
by this function.
Any adjustment made has an immediate effect, even if the warning tone is currently being produced.
Step 1. From the Alarm Configuration submenu, press 4.  The Audible Alarm Period set-up screen is dis-
played with the cursor located ready for entry of the preferred value.
(The “none” default setting means the feature is disabled.)
Step 2. For either initial assignment or later alteration, toggle the SPACE BAR to select the required period
or alternatively press the indicated digit 1 to 6.
Step 3. Confirm your selection and press PAGE DOWN.
The system will return to the submenu. 
						

							CHAPTER 3 NDA-30094
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OPERATING PROCEDURES
9. SYSTEM EXIT
Step 1. Check for current printing of any reports.
Step 2. From the Main Menu, select Item 3 - System Maintenance.  The SYSTEM MAINTENANCE sub-
menu will display.
Step 3. Select Item 4 - OAI Connection.  
The 
Disconnect from PBX (y/n) message will be displayed.
Step 4. Type 
y.  The Checking Communications Status.  Please wait message will be displayed.
Wait for the system to return to the sub menu then ensure connection status indicates OAI off.
If you decide not to proceed, type n (no).  The display will immediately return to the Main Menu.
Step 5. Press ESC.  The system will return to the Main Menu.
Step 6. Press 6.  The following message will display:
You are about to close down the system.
When you do this, the system will stop receiving ACD statistics.
Do you wish to stop the system (y/n):?
Step 7. Press 6.  The following messages will display:
Closing down the system.
External display terminated....
Saving call data.... Please wait.
Call data save completed....
This will eventually be replaced by the $ prompt.

SYSTEM EXIT completely shuts down the MIS and returns the PC to the operating system.  In
that mode:
1.The Statistics Monitor mode will be initialized.
2.No new ACD call data can be received from the PBX and processed.
3.Any reports scheduled during the period of shut-down will not be printed. 
						

							CUSTOMER SPECIFICATIONS
NDA-30094 CHAPTER 4
Page 125
Revision 1
CHAPTER 4 CUSTOMER SPECIFICATIONS
1. SYSTEM CONFIGURATION
1.1 Group Configuration
A maximum of 16 ACD groups can be specified.
Group name can be a maximum of 11 alphanumeric characters.
The nominated pilot is usually a phantom extension.  It can be a physical extension, but it must not receive
direct calls.
Table 4-1  ACD Group Configuration Table
ACD group Indial No.
No. Name Prefix Pilot ext.
01
02
03
04
05
06
07
08
09
10
11
12
13
14
15
16 
						

							CHAPTER 4 NDA-30094
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CUSTOMER SPECIFICATIONS
1.2 Agent Configuration
A maximum of  60 extensions can be assigned per ACD group.
Extensions (including the pilot number) can be entered in any order.
Tenant No. must be the value set for the ACD group within the PABX.
Where preferred, the entry for Agent Name can be other than a surname (e.g., Agent 1).  Each entry must
be a maximum of 11 characters, including spaces.
PHOTOCOPY AS REQUIRED:
 Agent Configuration Table Table 4-2  Agent Configuration Table
TENANT NO.:
...............................GROUP NAME: ......................................
GROUP No.: .......................................
AGENT ID 
CODEAGENT (SUR)NAMEAGENT
INITIAL
1
2
3
4
5
6
7
8
9
10
11
12
13
14
15 
						

							CUSTOMER SPECIFICATIONS
NDA-30094 CHAPTER 4
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Revision 1
TENANT NO.:
...............................GROUP NAME: ......................................
GROUP No.: .......................................
AGENT ID 
CODEAGENT (SUR)NAMEAGENT
INITIAL
1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
21
22
23
24
25 
						

							CHAPTER 4 NDA-30094
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CUSTOMER SPECIFICATIONS
1.3 Report Time Values
Terms are defined as follows:
Time to Answer refers to G.O.S. calculation.
Abandoned Ignore Time is the minimum required waiting time before disconnection for the call to be
considered as abandoned.
Answer Time, Abandon Time and Duration Time refer to the Calls Within parameters of the Calls Wait-
ing, Calls Abandoned, and Call Duration reports, respectively.
Ensure that the values specified for Answer Time, Abandon Time, and Duration Time are in ascending or-
der (see entries 1 - 5).
All specifications are number of seconds in the range of 0 - 999.
Table 4-3  Report Time Values
TIME TO ANSWER: ABANDON IGNORED TIME:
ANSWER TIME: 1. 2. 3. 4. 5.
ABANDON TIME: 1. 2. 3. 4. 5.
DURATION TIME: 1. 2. 3. 4. 5. 
						

							CUSTOMER SPECIFICATIONS
NDA-30094 CHAPTER 4
Page 129
Revision 1 1.4 Storage Intervals
Table 4-4  Storage Intervals
SEGMENT INCREMENT SEGMENT INCREMENT
0000 - 0059 10 15 20 30 60 1200 - 1259 10 15 20 30 60
0100 - 0159 10 15 20 30 60 1300 - 1359 10 15 20 30 60
0200 - 0259 10 15 20 30 60 1400 - 1459 10 15 20 30 60
0300 - 0359 10 15 20 30 60 1500 - 1559 10 15 20 30 60
0400 - 0459 10 15 20 30 60 1600 - 1659 10 15 20 30 60
0500 - 0559 10 15 20 30 60 1700 - 1759 10 15 20 30 60
0600 - 0659 10 15 20 30 60 1800 - 1859 10 15 20 30 60
0700 - 0759 10 15 20 30 60 1900 - 1959 10 15 20 30 60
0800 - 0859 10 15 20 30 60 2000 - 2059 10 15 20 30 60
0900 - 0959 10 15 20 30 60 2100 - 2159 10 15 20 30 60
1000 - 1059 10 15 20 30 60 2200 - 2259 10 15 20 30 60
1100 - 1159 10 15 20 30 60 2300 - 2359 10 15 20 30 60 
						

							CHAPTER 4 NDA-30094
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CUSTOMER SPECIFICATIONS
1.5 External Display Unit
1.5.1 EDU Port Selection
Only one EDU can be assigned to each port.
The “None“ option can be selected to disable any particular port.
Note: Consult the UNIX System Administrator for the /dev name of the EDU ports.
1.5.2 External Display Format
Any format can be assigned to any EDU.
The same format can be selected for display on all EDUs.
If the  “Not used” option is assigned to any EDU, it will remain blank.
Specify the required ACD group(s) and preferred display panel position by entering the pilot extension
number.
The three format options are:
- Number of calls waiting - for up to 7 groups
- Number of calls waiting and the longest waiting time - for up to 2 groups
- Group name, number of calls waiting, and the longest waiting time - for one group only.
Table 4-5  Auxiliary Port Selection
PORT NO.FORMAT EDU SELECTION /dev Name
SpectrumDatalineNone1234
1
2
3
4
Table 4-6  External Display Format
EDU
NO.FORMAT SELECTIONACD GROUP SELECTION & POSITION
1234567
1 Not used 1 2 3
2 Not used 1 2 3
3 Not used 1 2 3
4 Not used 1 2 3 
						

							CUSTOMER SPECIFICATIONS
NDA-30094 CHAPTER 4
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2. STATISTICS REPORTING
2.1 Report Configuration
A maximum of 20 Report Configurations can be assigned.
A maximum of 20 (alphanumeric) characters can be entered for Report Name.
Observe the applications of Class for various Report Types as described in Chapter 1.
Table 4-7  Report Configuration
REPORT NAME: 
REPORT TYPE: Group Break and Work Agent Break and Work
Calls Waiting Calls Abandoned Call Duration Traffic Analysis
Group Workload Group Performance Agent Performance Agent Demand
CLASS : Full All Selected
DATE TYPE
Today Yesterday This Week Last Week
This Month Last Month This Year Last Year For Date Date Range
BREAKDOWN
By Period Hourly Daily
Monthly Weekday Total 
						

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CUSTOMER SPECIFICATIONS
PHOTOCOPY AS REQUIRED:
Report Configuration 
REPORT NAME: 
REPORT TYPE: Group Break and Work Agent Break and Work
Calls Waiting Calls Abandoned Call Duration Traffic Analysis
Group Workload Group Performance Agent Performance Agent Demand
CLASS : Full All Selected
DATE TYPE
Today Yesterday This Week Last Week
This Month Last Month This Year Last Year For Date Date Range
BREAKDOWN
By Period Hourly Daily
Monthly Weekday Total
REPORT NAME: 
REPORT TYPE: Group Break and Work Agent Break and Work
Calls Waiting Calls Abandoned Call Duration Traffic Analysis
Group Workload Group Performance Agent Performance Agent Demand
CLASS : Full All Selected
DATE TYPE
Today Yesterday This Week Last Week
This Month Last Month This Year Last Year For Date Date Range
BREAKDOWN
By Period Hourly Daily
Monthly Weekday Total