NEC Neax2000 Ivs Acd Mis System Manual
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INSTALLATION PROCEDURES NDA-30094 CHAPTER 2 Page 73 Revision 1 3.3.5 To Provide the Delay Announcement for ACD, when sending the delay announcement periodically or only once Command Description Data CM10Assign the Voice Recording Memory Card (PN- 2DATA) to each LEN.(1) 0000~0511 (LEN No.) (2) EB000~EB127 (Voice Recording Memory Card No.) CM20Assign an access code to record, replay, and delete the Voice Recording card.Y=0-3 (1) X-XXX Access Code A00: Record A01: Replay A02: Delete CM17Specify the pattern of the message sent to each ACD group.Y=A (1) X~XXXX: Pilot Station number of the ACD Group 0: To be sent periodically 1 : To be sent only once. CM41If the data for CM17, Y=A is “0,” set the interval time of the ACD Delay Announcement.Y=0 (1) FUNCTION No.: 47 (2) 01~30 (12 sec.~134 sec.) If no data is set, the default setting is 44~50 sec. Define the maximum waiting time of ACD call for the ACD PEG Count. This timing is also ap- plied to the duration of Ringback Tone after a call arrives.Y=0 (1) FUNCTION No.: 16 (2) 02~30 (8 sec.~120 sec.) If no data is set, the default setting is 32~36 sec. CM49Assign the ACD Delay Announcement function to the required Voice Recording Memory Card(s) (PN-2DATA).YY=00 (1) 000~127 (Voice Recording Memory Card No.) (2) 0B0XX ACD Group No. (00~15) CM51When transferring the call to an extension or At- tendant after the first interval time of ACD Delay Announcement, assign the destination Note:This command is effective when CM17, Y=A is set to 0 (set periodically).Y=17 (1) 00-63 : Tenant No. (2) Destination: X-XXXX: Station No. E000: HA-610Z/SN610 ATTCON (2) (2)
CHAPTER 2 NDA-30094 Page 74 Revision 1 INSTALLATION PROCEDURES 3.3.6 To provide the Delay Announcement for ACD, when sending the ACD Second Delay Announcement Command Description Data CM49Assign the ACD Second Delay Announcement function to the required Voice Recording Card(s) (PN-2DATA).YY=00 (1) 000-127 (Voice Recording Memory Card No.) (2) 11XX ACD Group No. (00-15) CM08When a caller encounters all ACD/UCD stations busy(1) 212 (2) 0: Busy Tone Connection 1 : Caller is placed into queuing mode CM10Assign the Voice Recording Memory Card (PN- 2DATA) to each LEN No.(1) 0000–0511 (LEN No.) (2) EB000–EB127 (Voice Recording Memory Card No.) CM17Assign the pattern of the message to be sent to each ACD group periodically.Y=A (1) X–XXXX: Pilot Station number of the ACD Group (2) 0: To be sent periodically CM41If the data for CM17, Y=A is “0”, set the interval time of ACD Delay Announcement.Y=0 (1) FUNCTION No.: 47 (2) 01-30 (12 sec.-132 sec.) If no data is set, the default setting is 44-48 sec. Define the maximum waiting time of ACD Call for the ACD Delay Announcement. This timing is also applied to the duration of Ringback Tone after a call arrives.Y=0 (1) FUNCTION No.: 16 (2) 01-30 (12 sec.-132 sec.) If no data is set, the default setting is 44-48 sec.
INSTALLATION PROCEDURES NDA-30094 CHAPTER 2 Page 75 Revision 1 3.3.7 To monitor an ACD call, with or without Warning Tone Command Description Data CM08Specify the warning tone sent to connected parties (in two-way calling) when monitoring.(1) 259 0: No Tone 1 : One Warning Tone CM12 and CM15Assign the Class of Service for monitoring sta- tions.CM12, YY = 02 (1) X~XXXX: Station number (2) XXXX Service Restriction Class (A) (00-15 ) CM15, YYY = 103 (1) XX: Service Restriction Class (A) 00-15 assigned by CM12, YY = 02 (2)1 : Allowed CM12 and CM15Assign the Class of Service for monitored sta- tions. Note:Monitoring telephone conversations may be illegal under certain circum- stances and laws. Consult a legal advi- sor before implementing the monitoring of telephone conversations. Some feder- al and state laws require a party moni- toring a telephone conversation to use beep-tone(s), to notify all parties to the telephone conversation, and/or obtain consent from all parties to the telephone conversation. Some of these laws pro- vide strict penalties for illegal monitor- ing of telephone conversations.CM12, YY = 02 (1) X~XXXX: Station number (2) XXXX Service Restriction Class (A) (00-15 ) CM15, YYY = 104 (1) XX: Service Restriction Class (A) 100-15 assigned by CM12, YY = 02 (2)1 : Allowed CM20Assign the access code for monitoring (if re- quired).Y=0-3 (Number Plan Group 0-3) (1) X-XXX: Access Code (2) 033: Monitor CM90Assign monitoring function key to the required multiline terminals (if required).YY= 00 (1) X-XXX: (Primary Ext. No.) + + Key No. (01-16) (2) F0033: Monitor(2) ,
CHAPTER 2 NDA-30094 Page 76 Revision 1 INSTALLATION PROCEDURES 3.3.8 To provide the External Indicator for Overflowed ACD Call Waiting Command Description Data CM08Assign the incoming call to queuing mode when all ACD stations are busy.(1) 212 (2) 1 : Queuing CM42Specify the maximum number of queuing in each ACD group for controlling external equipment interface (PN- DK00). Note:Depending on the number of queuing station/ trunk, the lamp indication pattern on external equipment is different, as shown in the table be- low::(1) 15 (2)01-99 (Number of queuing in each ACD group) If no data is set, the default setting is 01. CM10Assign the PN-DK00 Card to the required LEN. (1) LEN (0000~0511) (2) E800~E831 (PN-DK00 card No.) E800~E807: For PIM0 E808~E815: For PIM1 E816~E823: For PIM2 E824~E831: For PIM3 CM44Assign the function of ACD Overflow Indication to the PN-DK00.(1) XXX Circuit No. (0_3) Card No. (00_31) assigned by CM10, E800~E831 (2) 14XX ACD Group No. (00_15) assigned by CM17. CM59Specify the ACD Overflow Indicator indication pattern. (1) 00 01: 30 IPM (1 sec. ON/OFF) 02: 60 IPM (0.5 sec. ON/OFF) 03: 120 IPM (0.25 sec. ON/OFF) 07: Steadily On N = Number of queuing station/trunk Conditions Lamp indication 2nd Data = 01Lamp on, irrespective of number of queuing station/ trunk. (For the indication pattern, see CM59.) N < 2nd Data (2nd Data ≠ 01)Lamp off. 2nd Data ≤ N (2nd Data ≠ 01)Lamp on. (For the indication pat- tern, see CM59.) (2)
INSTALLATION PROCEDURES NDA-30094 CHAPTER 2 Page 77 Revision 1 For connecting the Indicator for ACD Call Waiting: Figure 2-2 Indicator Connection for ACD Call Waiting –48 VExternal Indicator with Battery G PN-DK00 MDF External Indicator without Battery G PN-DK00 MDF + –
CHAPTER 2 NDA-30094 Page 78 Revision 1 INSTALLATION PROCEDURES 3.3.9 To provide the call waiting lamps on the Multiline Terminal for ACD Call 3.3.10 To provide DID incoming LDN display on Multiline Terminal Command Description Data CM08Assign the incoming call to queuing mode when all ACD stations are busy.(1) 212 (2) 1 : Queuing Specify the maximum number of queuing in each ACD group for controlling the call waiting lamp of Multiline Te r m i n a l . Note: Depending on the number of the queuing sta- tion/trunk, the lamp indication pattern on Multiline Terminal is different, as shown in the table below. (1) 15 (2) 01-99 (Number of queuing in each ACD group) If no data is set, the default setting is 01. CM90Assign the ACD Call Waiting Indication LED to the re- quired Multiline Terminal.YY=00 (1) Primary Extension No. + + Key No. F1280: ACD Group 00 ... .. .. F1295: ACD Group 15 Command Description Data CM35Assign DID incoming LDN display on Multiline Terminal. Note:When the 2nd Data is set to “1”, a Trunk ID num- ber assigned by CM30, YY=19 is displayed.YY=75 (DID incoming LDN Display on Multiline Terminal) (1) Trunk Route No. (00-63)(2) 0: Available 1 : Not available Note N = Number of queuing station/trunk Conditions Lamp indication 2nd Data = 01Steady on red irrespective of num- ber of queuing station/trunk. 1 ≤ N < 2nd Data (2nd Data ≠ 01)Steady on red. 2nd Data < N (2nd Data ≠ 01)Flashing red. , (2) (2)
INSTALLATION PROCEDURES NDA-30094 CHAPTER 2 Page 79 Revision 1 3.3.11 To provide DID Number Conversion for an ACD Group Command Description Data CM35Assign the data for DID to the Trunk Routes as- signed by CM30.YY=12 (Number of digit to be re- ceived) (1) Trunk Route No. (00-63) 0: Available 3 : 4 digits YY=18 (Received digit conversion) (1) Trunk Route No. (00-63) (2) 0: To be provided YY=78 (Digit conversion of leading 2-4 digits of DID incoming LDN) (1) Trunk Route No. (00-63) (2) 0: Available CM76When CM35 YY=18 is set to “0” (Received Dig- its Conversion is to be provided), assign the data for interpreting the digits received. Note:When the digit conversion of leading 2-4 digits of DID incoming LDN is available (CM35, YY=78, Data=0), leading 2-4 digits LDN should be assigned as the first data of CM76. (When the DID in- coming LDN is 1 digit, the digit conver- sion for only one digit is not available.Y=0 (Day Mode) Y=1 (Night Mode) (1) X–XXXX: Station Number received. X–XXXX: Station/Data Station Number to be terminated. DXX: Change Terminating System to: D01 D13: TAS D04: DIT D14: HA-610Z/ SN610 AT- TCON D16: DISA D09: Automated Attendant (PN-2DATA) (2) (2)
CHAPTER 2 NDA-30094 Page 80 Revision 1 INSTALLATION PROCEDURES 3.4 How to run the ACD-MIS Note:The remaining steps refer to entering specific customer data and performing an initial check of the system’s operation. Step 1. Enter the unrestricted default password mis (lower case letters). The Main Menu will be displayed. Note:Steps 7, 8, and 9 are required for minimum system configuration. Step 2. Specify the required ACD Groups(s). Do not enter more than 12 characters per Group Name. Step 3. Enter the required Station Details. Be sure that the correct assignment of extension (e.g., analog or digital) has been made. Step 4. Enter the required agent detail. Step 5. Enter the required ACD key detail. Be sure that the PABX assignment matches the ACD-MIS as- signment. Step 6. Configure the required Report Time Values. Step 7. Configure any requirement for Storage Intervals. Step 8. Format the correct date format. Step 9. Perform the required Report Configurations. Step 10. Perform the required Report Group Configurations. Step 11. Set the requirements for Report Scheduler. Step 12. Set the required Group Statistics Threshold. Step 13. Set the required Agent Statistics Threshold. Step 14. Program the required passwords and their individual access arrangements. Include the new name for the default password “mis” (where specified), and the altered access status of the default pass- word ENTER key. Step 15. Allow a suitable time for collection of preliminary data, then verify the recording of statistics. 3.5 Hardware Required To provide the delay announcement for ACD: PN-2DATA card To provide the Indicator for Overflowed ACD Call Waiting: PN-DK00 Card X 1 External Indicator (visual or audible type) provided by the customer.
INSTALLATION PROCEDURES NDA-30094 CHAPTER 2 Page 81 Revision 1 4. TROUBLESHOOTING 4.1 General This section explains the troubleshooting information to be used after installing the ACD-MIS system. 4.2 Troubleshooting Procedures Note: See NEAX2000 IVS System manual for troubleshooting on TCP/IP link. Table 2-1 Troubleshooting Procedures Trouble Cause Action (1) Entering a password has no effect.Improper password. Reenter correct password. (2) In Statistics Monitor Mode, an extension does not appear for a group.The PC does not expect messages for these extensions.Make sure that all assignments in the station configuration are equipped for the exten- sions to be reported. (3) Wall Boards cause improper operation or lock up.Stargate Driver version 2.0 Obtain version 1.0 or 4.0 drivers.
CHAPTER 2 NDA-30094 Page 82 Revision 1 INSTALLATION PROCEDURES 5. EXTERNAL DISPLAY UNIT (EDU) SET-UP The following instructions refer to the EDU/PC hardware (Figures 2-3 through 2-4) and software aspects only. Programming of the customer specifications is done in conjunction with the MIS Set-Up procedures. 5.1 RS-232C Board (DIGI PC/X) Installation Install the RS-232C driver board according to the DIGI PC/X board installation manual.