NEC Neax2000 Ivs Acd Mis System Manual

							GENERAL DESCRIPTION
NDA-30094 CHAPTER 1
Page 3
Revision 1
26. If the destination station of delay overflow is set to Do Not Disturb, the call will stay in the ACD queue and
hear the delay announcement repeated until the call is answered.
27. Second Delay Announcement service can be provided for DIT, DID, or a trunk call transferred by a station
user or the Attendant to an ACD Group, after the first Delay Announcement.
28. Priority Queuing is available for incoming trunk calls.  The queue priorities are assigned on a trunk route
basis or per station number on DID call.
29. The maximum number of queuing in each ACD group (hereinafter called Queue Size) can be specified by
the system data.  When the number of queuing calls reaches the pre-assigned queue size, new calls receive
Busy Tone. Depending on the queue size, the Overflowed ACD call indication on a Multiline Terminal or
on the external indicator is provided as shown by the information that follows:
Queue Size assigned by system data=S; Number of queuing calls=N
30. An incoming Listed Directory Number (LDN) received from Direct-Inward Dialing (DID) line can be dis-
played on the LCD of a Multiline Terminal in the ACD group. System data is assigned on a trunk route
basis.
31. A maximum of 90 ACD-MIS Log-On ID codes may be assigned per system.
32. Blank name will be shown on logged out agents and all statistic data will be cleared. When  an agent has
completely logged in, the agent’s  name will be shown in the name field. Other statistical values for that
agent will be displayed (version 4.11 - 4.42).
33. Agents  can log on at any phone in their group. The program will keep track of their activity for the statistic.
34. When OAI is disconnected for any reason, all agents are automatically logged off. When OAI is reconnect-
ed, they have to log on again.
35. Chimes for the D
term OAI keys can be programmed to be sent or not in PABX programming. Tones for
analog stations are set up using an edit program for file MIS.TON.
36. The pilot station of the ACD group must be programmed in MIS station configuration (analog non-
equipped).
37. There is a limitation of 100 max. incoming calls to an ACD group at one time.
38. MSF OAI keys for Log On with ID#, Break, and Work should be assigned to keys 1, 2, and 3, respectively,
of each D
term set requiring MIS reporting.
39. Headset/handset button must be used in conjunction with an ADA adapter to switch the conversation be-
tween headset and handset.
CONDITIONSLAMP  INDICATION
Multiline Terminal External Indicator
S = 1 Steady on red Lamp on
1 
≤ N < S
(S 
≠ 1)Steady on red Lamp off
S 
≤ N
(S 
≠ 1)Flashing red Lamp on 
						

							CHAPTER 1 NDA-30094
Page 4
Revision 1
GENERAL DESCRIPTION
40. An agent on an outgoing call via the ACD line with MIS status set to available will stay available.  The
ACD-MIS does not have an outgoing call status.
41. When using the Create Report function, with FD inserted into Drive A, specify the destination as File. The
report is saved as an ASCII file on the FD and can be imported into a spreadsheet program (e.g. Microsoft’s
Excel).
42. When using the Create Report function, specify the destination as Printer.  A dot matrix or laser printer can
be used to print the designated report.
43. ACD-MIS displays “Vacant” on logged off agent’s D
term. 
						

							GENERAL DESCRIPTION
NDA-30094 CHAPTER 1
Page 5
Revision 1
2. SYSTEM OVERVIEW
ACD-MIS functions are accessible as six items on the main menu, plus additional  items on submenus. 
The ACD-MIS menu structure is illustrated in Figure 1-1.  Each individual menu corresponds to a separate
screen display. Dotted lines indicate access from a specific item within the main menu to an associated submenu.
Figure 1-1   ACD-MIS Menu Structure
MAIN MENU
1 Statistics Monitor
2 Statistics Report. . . . . . . . . . . . . . STATISTICS REPORT MENU
1  Report Configuration
2  Report Group Configuration
3  Scheduler
4  Create Report
3 System Maintenance. . . . . . . . . . SYSTEM MAINTENANCE MENU
1  Password Maintenance
2  ACD Alarms
3  System Message
4  OAI Connection
5  Reserved
6  Reserved
7  EDU Port Selection
8  External Display Format
4 System Configuration. . . . . . . . . . SYSTEM CONFIGURATION MENU
1  System Name
2  Group Configuration
3  Station Configuration
4  Agent Configuration
5  ACD Key Configuration
6  Report Time Values
7  Storage Intervals
8  System Date Format
5 Alarm Configuration. . . . . . . . . . . ALARM CONFIGURATION MENU
1  Group Statistics Thresholds
2  Agent Statistics Thresholds
3  Print Thresholds
4  Audible Alarm Period
6Exit 
						

							CHAPTER 1 NDA-30094
Page 6
Revision 1
GENERAL DESCRIPTION
2.1 Main Menu
ACD-MIS’s main menu includes six menu items, described below, plus submenus.  Each menu item is de-
scribed in detail in the section referenced in brackets.
1 - Statistics MonitorAllows a general study of recorded statistics on received calls and their handling
by assigned agents.  (See “Statistics Monitor” , Section 3.3.)
2 -  Statistics ReportSets the structure of various reports, together with their output requirements for
printout or display.  This  is done using the items listed in the associated submenu.
(See “Statistics Report” , Section 3.4.)
3 - System MaintenanceThrough its submenu, provides functions for system administration and manage-
ment (including security passwords, two areas of alarm supervision, OAI control).
(See “System Maintenance” , Section 3.5.)
In addition, two menu items relate to set-up of the External Display Unit.  (See “Ex-
ternal Display Unit (EDU)” , Section 3.2.)
4 - System ConfigurationAccesses procedures to program customer data during installation or when those
specifications need to be changed.
The associated submenu includes facilities for programming the customers pre-
ferred name for the system, detailing different ACD groups and their assigned
agents, and setting basic parameters for the Statistics Monitor feature.  (See “Sys-
tem Configuration” , Section 3.6.)
5 - Alarm ConfigurationFrom its submenu, provides for the setting of call handling operational limits on a
per-ACD group basis.  If any limit is subsequently exceeded, visual warning indi-
cations are initiated to alert supervisory staff.  The settings can be printed for ref-
erence. It also includes a facility for controlling the audible alarm associated with
the Statistics Monitor feature.  (See “Alarm Configuration” , Section 3.7.)
6 - ExitShuts down ACD-MIS (and returns to UNIX prompt) for maintenance purposes.
Its use must be restricted, because  call data from the PABX cannot be processed
in this mode.  (See “Exit” , Section 3.8.) 
						

							GENERAL DESCRIPTION
NDA-30094 CHAPTER 1
Page 7
Revision 1
3. SYSTEM FEATURES
This document covers ACD-MIS functions.  Information is presented in the order in which items appear on the
system  menu.    
3.1 Terms and Definitions
The following terms and definitions are used in ACD-MIS’s statistical reports. Some terms apply to all statisti-
cal reports; others apply to selected statistics (i.e., for system, groups, or agents). Times are measured in minutes
and seconds (and displayed as mm:ss).
GOS % (GRADE OF SERVICE % - All Statistics):
GOS is the cumulative percentage of ACD calls that have been answered within a preset number of seconds
throughout the day (i.e., from midnight). The value is calculated by the formula:
Number of calls answered within the specified time limit (seconds)
 x 100%
Total number of answered calls for the day
AVG. TIME TALK (AVERAGE TIME TALKING - All Statistics):
The average time agents spend in conversation on ACD calls.
AVG. TIME ANSW (AVERAGE TIME ANSWER - All Statistics):
The average time taken to answer ACD calls.  For system and group statistics, this value is measured from
the moment a call enters the queue.  For agent statistics, this value is measured only from the moment an
agent is rung and therefore excludes time spent waiting in the queue.
WAITING LONG (WAITING LONGEST - System/Group Statistics):
Amount of time  the longest waiting ACD call has been queued.
WAITING NO (WAITING NUMBER - System/Group Statistics):
The number of ACD calls currently in the queue.
NO. of CALLS IN (NUMBER OF CALLS IN - All Statistics):
The total number of ACD calls received since midnight, including those abandoned.
NO. of CALLS NWAIT (NUMBER OF CALLS NO WAITING - System/Group Statistics):
The total number of ACD calls to ring agents without first being queued, since midnight.   This includes
any calls subsequently abandoned.
NO. of CALLS ANSW (NUMBER OF CALLS ANSWERED - All Statistics):
The total number of ACD calls answered since midnight.
NO. of CALLS ABD-Q (NUMBER OF CALLS ABANDONED QUEUE - System/Group Statistics):
The total number of ACD calls abandoned since midnight while waiting in the queue.
NO. of CALLS ABD-R (NUMBER OF CALLS ABANDONED RINGING - System/Group Statistics):
The total number of ACD calls abandoned since midnight while ringing an agent. 
						

							CHAPTER 1 NDA-30094
Page 8
Revision 1
GENERAL DESCRIPTION
NO. of CALLS NACD (NUMBER OF CALLS NON-ACD - All Statistics):
The total number of non-ACD calls received (by AVAILABLE agents only), since midnight.  This includes
any subsequently abandoned calls.
NO. of AGENTS in STATUS (System/Group Statistics):
The total number of agents currently:
RINGbeing rung by ACD calls  either queued or not queued)
TA L Koccupied on ACD calls
FREEnot occupied on ACD calls/logged on
LOFFlogged out from the ACD group
NACDoccupied on direct-in calls
BREAKagent in Break mode
WORKagent in Work mode
AVERAGE TIME ABD-Q (AVERAGE TIME ABANDON QUEUE - System/Group Statistics):
The average time any callers wait in the queue before abandoning.
AVERAGE TIME ABD-R (AVERAGE TIME ABANDON RING - System/Group Statistics):
The average time any callers wait (including time in queue) before abandoning, while ringing an agent.
AVERAGE TIME NACD (AVERAGE TIME NON-ACD - All Statistics):
The average time agents are occupied (including being rung) by non-ACD calls.
AVERAGE TIME AVAIL (AVERAGE TIME AVAILABLE - All Statistics):
The average time agents spend waiting between both ACD and non-ACD calls while logged on.
STATUS (Agent Statistics only):
Indication of the current situation of the individual agent as one of:
NO STATInitial (temporary) system indication
AVA I L A B L ENot presently occupied on an ACD call or non-ACD call
ACD RINGINGBeing rung by a waiting ACD call
ACD CALLOccupied on an ACD call
NON ACDOccupied on a direct-in call to agent station number
LOGGED OFFLogged out from the ACD group.  No monitoring by ACD-MIS of any calls until
agent logs on again.
WORKAgent is in Work mode
BREAKAgent is in Break mode
TIME (Agent Statistics only):
The time an agent has been in the indicated STATUS.
NO. of CALLS ABND (NUMBER OF CALLS ABANDONED - Agent Statistics only):
The total number of calls abandoned since midnight, either while queued or ringing the agent.
AVERAGE TIME ABND (AVERAGE TIME ABANDONED - Agent Statistics)
The average time the specified agent is rung before callers abandon.  
						

							GENERAL DESCRIPTION
NDA-30094 CHAPTER 1
Page 9
Revision 1 3.1.1 Other Terms
Other terms (described below) appear on ACD-MIS’s screens.
System and Group Statistics Displays:
Group No.The pilot extension number of the individual ACD groups (e.g. 6300, 6336)
Group NameThe title system or the specified name of the ACD group for group statistics (e.g., RESER-
VATION, INQUIRIES)
Indial No.A maximum of eight digits, this includes the indial prefix digits and pilot extension number
for the ACD groups:
Prefix
Extension
2233 6300
2233 6336
Agent Statistics Displays:
Agent No.The extension number of the agent position
Agent NameThe normally assigned surname of the agent when logged on
Group No.The pilot extension number of the ACD group (e.g., 6300, 6336)  to which the agent belongs
TN No.The PABX tenant number for the ACD group
Handset TypeThe type of telephone handset (Analog or D
term) which the agent uses 
						

							CHAPTER 1 NDA-30094
Page 10
Revision 1
GENERAL DESCRIPTION
3.2 External Display Unit (EDU)
ACD-MIS’s External Display Unit (EDU) consists of up to four (4) wall-mounted data display panels. The pan-
els are located within view of all on-duty agents. EDUs are used to indicate selected statistical information for
assigned ACD groups.
The External Display Units are totally controlled from the ACD-MIS.  Their operation is related to the Statistics
Monitor feature, but is independent of the Statistics Report feature. 
Operational features of EDUs include the following:
The EDU connects to the ACD-MIS through a StarGate Multi-I/O board and an RS-232C interface port on
the PC terminal.
Two choices of EDU are available:  Dataline and Spectrum.
EDUs can accommodate a maximum of 20 characters, each created from a 5-by-7-dot matrix of LEDs. 
The number of Calls Waiting will be in the range 0 to 99.
Longest Waiting Calls are displayed in minutes and seconds (mm:ss) in the range 0 to 99:59. 
By programming system data (see “SYSTEM MAINTENANCE” , Section 6.), each EDU can display any
one of the three (3)  formats shown in the examples below.
3.2.1  EDU Display Formats
Number of Calls Waiting for First Seven Programmed Groups
A typical display message is as follows:
Details of  this message format are shown below:
1234567891011121314151617181920
126911383
Calls 
waiting 
Group 1Calls 
waiting 
Group 2—    —    —    —    —    —    —Calls 
waiting 
Group 7
12  6  9 11  3  8  3 
						

							GENERAL DESCRIPTION
NDA-30094 CHAPTER 1
Page 11
Revision 1
Number of Calls Waiting + Longest Waiting Time for First Two Programmed Groups
A typical display message is as follows:
Details of this message format are shown below:
Group Name + Calls Waiting + Longest Waiting Time for First Programmed Group
A typical display message  is as follows:
Details of this message format are shown below:
1234567891011121314151617181920
12 1:12 7 56
Calls 
waitingLongest wait mm:ss Calls 
waitingLongest wait mm:ss
Group 1 Group 2
1234567891011121314151617181920
RESERVATION 10 1:32
Name:  maximum 11 characters Calls 
waitingLongest wait mm:ss
Group 1
12  1:12   7    56
RESERVATION 10  1:32 
						

							CHAPTER 1 NDA-30094
Page 12
Revision 1
GENERAL DESCRIPTION
3.3 Statistics Monitor 
ACD-MIS’s Statistics Monitor mode displays all incoming call details and their handling by assigned agents for
a current 24-hour period.  Records are initialized each day at midnight.
The Statistics Monitor function includes seven separate screens.  Each screen is divided into two parts, which
contain dual sets of common real-time statistics reflecting the current and accumulated  ACD activities. 
Within each of the first four screens, the upper portion (titled System Statistics) contains information relevant
to total system performance.  The lower portion (titled Group Statistics) registers the different ACD groups and
their individual values for the same statistics.
The remaining three screens have a similar divided-screen  layout, but with  Group Statistics in the upper portion
and Agent Statistics in the lower portion.
While viewing any System/Group Statistics display, the user can select a particular ACD group and change to
the first Group/Agent Statistics screen for that group.
Examples of Statistics Monitor screens are shown below and on the following pages.
Statistics Monitor 1st Screen - System and Group Statistics
MASTER ABC TRAVEL LTD. Ver:5.XX
________________________________________________________________________________
OAI onWed Mar 25 09:32am
________________________________________________________________________________
System Statistics
GOS --AVG. TIME- -WAITING  --------- No. of CALLS ---------
----NAME---- % TALK ANSW LONG NO IN NWAIT ANSW ABD-Q ABD-R NACD
SYSTEM 77 4:39 11 21 1 15 10 13101
Group Statistics
GROUP GOS --AVG. TIME- -WAITING -----No. of CALLS---------
No ----NAME---- % TALK ANSW LONG NO IN NWAIT ANSW ABD-Q ABD-R NACD
6300 RESERVATION 73 6:52 13 21 1 1179101
6336 INQUIRIES 84 2:04 5 0 0434000