NEC Neax2000 Ivs Acd Mis System Manual

							GENERAL DESCRIPTION
NDA-30094 CHAPTER 1
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Revision 1 3.6.8 System Date Format
This function determines the way that the date is formatted--both on the screens and printed out in reports.  Three
options are available:
dd/mm/yyyy
mm/dd/yyyy
yyyy/mm/dd 
						

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3.7 Alarm Configuration
Several of the parameters appearing in the Statistics Monitor mode are associated with dual operational limits
which are programmed within Alarm Configuration as part of the overall administration of the system.  If either
limit is equaled or exceeded, visual and audible indications will be given to warn supervisory staff, who can then
take appropriate action.  Once the condition returns to normal, the alarm function is automatically cleared.
The separate alarm level indications are represented by a color change in the display of the particular statistical
value:  
White (normal) 
Amber (low: non-urgent) 
Red (high: urgent)
If the group or agent concerned is not currently displayed, a warning message will be given on the screen, to-
gether with an indication of the alarm level and the relevant statistics area.
An audible alarm is given at a specified period (i.e., when the longest waiting time exceeds the preset limit).
These conditions are also recorded in the ACD Alarm file.
The Alarm Configuration menu includes four submenus, which are described in the following sections:
“Group Statistics Threshold” , Section 3.7.1
“Agent Statistics Threshold” , Section 3.7.2
“Print Thresholds” , Section 3.7.3
“Audible Alarm Period” , Section 3.7.4
3.7.1 Group Statistics Threshold
This menu option lets you set low and high alarm limits for both system and ACD group parameters.
Preferred values are set for System and Group Statistics regarding:
GOS (Grade of Service)
Average Answer 
Average Talk
Average Available
Calls Waiting 
Longest Waiting Call
GOS (Grade of Service) is a percentage value related to ACD call-handling efficiency.  The respective settings
for the two alarm limits are therefore assigned to correspond to a descending GOS, as in the example below:
GOS Target     = 90 (%)
Low Alarm Setting  =  70 (%)
High Alarm Setting = 50 (%) 
						

							GENERAL DESCRIPTION
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Average Answer, Average Talk, Average Available, and Longest Waiting Call (defined in Section 3.1) are di-
rect time measurements (in minutes and seconds) related to call handling. Their settings are specified in ascend-
ing order.
3.7.2 Agent Statistics Threshold
Similar limits are set for agent parameters.  This includes the low and high alarms for Average Answer and Av-
erage Talk statistics on a per-ACD-group basis.
Direct time measurements (in minutes and seconds) related to call handling include the following: Average An-
swer, Average Talk, Average Available, Max Talk, Max Avail, Max O/G, and Max Logged Off. Their settings
are specified in ascending order.
3.7.3 Print Thresholds
A printout of the System/Group and Agent Statistic Threshold settings can be obtained at any time.  This would
be most appropriate after initial configuration of the settings or when later adjustments are made.
The recorded details are presented on separate pages for the two areas and include an indication of the date and
time of the last modification.
3.7.4 Audible Alarm Period
A warning tone sounds whenever the value of the Waiting Longest parameter in the Statistics Monitor Mode -
System and Group Statistics exceeds the preset value for the high level threshold.
This tone is repeated every 5, 10, 20, 30, 60 or 90 seconds, depending on the period selected using this feature.
If preferred, the alarm can be disabled.
Any adjustment to the current setting takes effect immediately, even while a warning tone is being given. 
						

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3.8 Exit
The Exit  function completely shuts down ACD-MIS and returns you to UNIX prompt.
CAUTION:  No call data from the PABX can be processed when ACD-MIS  is shut down.
To exit from ACD-MIS, go to Exit on the menu. 
						

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4. MULTIPLE SUPERVISOR TERMINALS
4.1 General
One UAP Computer (See Figure 1-2) can supports multiple ACD-MIS applications and multiple users can login
into each ACD-MIS applications. Since the ACD-MIS user is an UNIX user, the user can connect via RS-232
link or by TCP/IP Ethernet. The terminal type is ANSI terminal. 
The first user to log in is called the Master. The Master is allowed to use all the commands in the ACD-MIS
menu. Other users are called the Sub-Master. The general rule is that the Sub-Master cannot  modify the ACD-
MIS database (System and Agent) and the Sub-Master cannot start/stop the ACD-MIS program. The Sub-Mas-
ter can monitor and print Statistics data. 
						

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GENERAL DESCRIPTION
Figure 1-2  Connection of Multiple MIS Terminals
AP01
card
NEAX2000 IVS
Dterm Series III
Dterm Series III
Master
Ethernet
Sub-MasterSub-Master
Dterm Series III
Dterm Series III
Master
ACDMIS 1ACDMIS 2
NEAX2000 IVS 
						

							INSTALLATION PROCEDURES
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CHAPTER 2 INSTALLATION PROCEDURES
1. INTRODUCTION
Installation of the NEAX2000 IVS ACD-MIS system involves a number of actions, which are summarized in
this chapter.  In addition, you may need to refer to:
Chapter 3, Operating Instructions
Specific NEAX2000 IVS manuals
SCO User’s Guide
Before installing the ACD-MIS, the following requirements must be met:
A personal computer with SCO must be connected to Ethernet.
The NEAX2000 IVS must be equipped with an interface to transmit/receive the control signals between
the PBX and the computer through Ethernet. The interface supports TCP/IP protocol. Refer to NEAX
2000 IVS Open Application Interface (OAI) System Manual for hardware and software requirements,
hardware installation, and system data programming.
OAI Application Manager (APM) must be installed in the computer. Refer to APM Installtion Manual
for APM installation. 
						

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2. SYSTEM HARDWARE SPECIFICATION
2.1 External Display Units
In an ACD environment, an end-user can indicate (to agents) the total number of calls, and the longest period
of time that calls have been in an ACD group queue waiting to be answered.  With the ACD-MIS software, ex-
ternal display units/wallboards may be interfaced with the personal computer (which provided the MIS capabil-
ity).  
This wallboard may be centrally located among the agents and can provide the call-waiting information. The
wallboard can provide information on up to seven ACD groups. Up to four wallboards may be interfaced with
the personal computer.
2.2 Required Equipment
In order to provide wallboard capabilities,  two items are required in addition to the NEAX2000 IVS system and
the ACD-MIS personal computer:
A wallboard
A driver board, which is installed into the personal computer. The board provides multiple RS-232 asyn-
cronous communications channels. Reccomended board is DIGI PC/X (from DIGI International Inc, 6400
Flying Cloud Dr., Eden Prairie, MN 55344, (800) 344-4273 (612)943-9020). Only one drive board is re-
quired for one to four wallboards. 
						

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3. INSTALLATION PROCEDURES
3.1 Select or add destination link
Before adding ACD-MIS installation link, go to APM system configuration menu.  Check the existing destina-
tion link or add a new destination link for the ACD-MIS. Make sure the destination link port number is set to 0
so that the destination link can be shared with other application and can run TSAPI application. Refer to APM
Operation manual for detail of adding a destination link.
Note:The number of facilities required for ACD/MIS to open is a minimum of 16. Refer to OAI Library Configura-
tion, Chapter 3.1 of the APM Operation Manual.
3.2 How to install the ACD-MIS software from the distribution disk:
 Login as a super user.
Insert the distribution disk to the disk drive.
Type tar  xv  install.sh and hit return key.  The files will be copied to the directory.
Type ./install.sh and hit return key.
Follow the instruction on the screen to finish the installation.
Installation example:
login as super user.
Type ./install.sh and hit return key.
The screen will show the copy file statements.  Then the screen will show (See Figure 2-1):
Figure 2-1   APM Installation Script
This installation script will set up user login directory and Install 
echo ACDMIS application under APM. It then copies executables and data files
to user login directory
Please enter number 1 to 5 and RETURN key for the following choices:
1- User Login Name acdmis1, User ID 4201
2- User Login Name acdmis2, User ID 4202
3- User Login Name acdmis3, User ID 4203
4- User Login Name acdmis4, User ID 4204
5- Other User Login Name and ID 
						

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Enter 1 and hit return key.  The screen shows:
Figure 2-1   APM Installation Script (Cont)
Enter y and hit return key.  The screen shows:
Figure 2-1   APM Installation Script (Cont)
Enter y and hit return key.  The screen shows:
Figure 2-1   APM Installation Script (Cont)
User Login Name acdmis1 and User ID 4201 has been entered
Do you want to continue with the installation? (y/n) 
            ACD-MIS Installation Procedure for SCO UNIX
                         ACD-MIS Version 5.0 
        The default acdmis directory is /oai/app/acdmis1.
         Is this acceptable? (y or n) 
        The default ACDMIS OWNER is acdmis1.
         Is this acceptable? (y or n)