NEC Neax2000 Ivs Callcenterworx System Manual

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Holiday Calendar
Figure 9-16   Schedule Number Menu
STEP 4: Repeat Steps 3(a) and 3(b) until all desired holiday dates have been programmed. The Holiday Cal-
endar can be programmed up to 365 days in advance, and there is no limit to the number of holidays 
that can be programmed within a month.
STEP 5: Press 
Update to save the new information.
STEP 6: Press 
Close to exit the data screen. 
						

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System Data
14. System Data
CAUTION:
 These settings should be modified with care as they alter the behavior of the ACD.
Figure 9-17   System Data Screen - User Settings
14.1 User Settings
This data is used to customize the ACD for specific features including Infolink and MIS message 
generation, debugging tools, and phoneset operation. It is primarily for use by technical personnel. 
Note:To use default values, leave a checkbox unchecked. To verify current settings, press the List button to 
display the System Data report.
STEP 1:  
CCV Tally DN (optional)
This field provides a directory number to be used when sending tally codes to the MIS as a result of  
Call Control Vector processing (Tally Long/Tally Short). Normally, entered tally codes are 
associated with the agent position which input them. However, there is no agent position when using 
CCV tally codes and the MIS system requires that each tally code have an associated position. 
Value = 4 numeric characters.
STEP 2:  
Send A0(MIS) Msg.   (required)
Values: Yes / No Default = No
This field determines whether or not the A0 MIS message is sent by the ACD to an attached MIS 
system. This message contains the address of the ACD call record.  
						

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System Data
STEP 3:  Display ‘ANI NONE’   (required)
Values: Yes / No Default = No
This field determines whether the “ANI NONE” message will be displayed on agent terminals 
(ringing and answer) for ACD calls which have no associated ANI information. The display is simply 
omitted from the connection display sequence when the value “No” is chosen.
STEP 4:  
Queue High Priority   (required)
Values: Yes / No Default = No
This field determines whether incoming ACD calls with a priority of 1, 2, or 3 will adhere to maxi-
mum queue depth values for a given split. A value of “Yes” will instruct the ACD to queue ALL such 
calls to a split (as directed by a Call Control Vector) regardless of queue depth limitations. All other 
calls (priorities above 3) will be subject to maximum queue limits. Priority is determined based upon 
ACD database programming in the Pilot Data, Trunk Group Data, and CCV programming.
STEP 5:  
Display IVR Header   (required)
Values: Yes / No Default = Yes
The field specifies whether the IVR dialed digits connection display is to contain a leading descriptor 
“IVR.” Disabling this descriptor allows an increase to 16 characters to be displayed instead of 12. 
The IVR dialed digit connection display is not displayed unless it is activated using Tally-Oh 021. 
See the “CallCenterWorX ACD Features and Specifications” manual for detailed information.
STEP 6:  
ETA Includes Excess Work   (required)
Values: Included / Excluded Default = Excluded
This field determines whether or not agents who have been in work mode for an excessively long 
time will be included in the calculation of the Estimated Time to Answer (ETA) for a particular call 
or split.
STEP 7:  
Infolink with Call ID   (required)
Values: Yes / No Default = No
This field determines whether the ACD will send call identifier fields as part of certain Infolink 
messages (IQ/Iq, IS, IT, IU, IV). These fields uniquely identify an individual call while it remains 
inside the realm of the ACD to help Infolink applications keep track of the call.
STEP 8:  
Call Timeout Audit    (required)
Values: Enable / Disable Default = Disable
This field enables a specialized call record audit for finding and correcting potential problems in the 
timeout processing routines inside the ACD. 
						

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STEP 9:  Orig Detail Codes    (required)
Values: Yes / No Default = No
This field specifies which values the ACD will send for the detail code field of Infolink 
Acknowledgement (IY and IX) messages. The value of “Yes” will result in detail codes of 01-06 
(those specified in the original version of Infolink) only. The use of original codes only might be 
needed if the Infolink application cannot properly handle additional codes which have been added to 
the Infolink specification.
STEP 10:  
Incoming Call Msg    (required)
Values: IQ / lq Default = IQ
This field determines which type of Infolink Incoming Call Notification (IQ/lq) message will be 
generated by the ACD. Both contain similar information (the lq adds the queued to split numbers) 
about an ACD call which has just queued to an ACD split.
STEP 11:  
Outbound Call Disp    (required)
Values: IZ / lz Default = IZ
This field indicates which type of Infolink Outbound Call Disposition (IZ/lz) message will be 
generated by the ACD. Both contain similar information (the lz adds the pilot/personal pilot number 
associated with the outbound call) about the disposition of an outbound ACD call.
STEP 12:  
Reclaim IVR Call to    (required)
Values: Music / Ringback Default = Music
This field determines what will be heard by callers who have been connected to an IVR (via Infolink) 
and subsequently reconnected to an ACD pilot.
STEP 13:  
Work Key Press    (required)
Values: Disable Timer/Ready Mode      Default = Ready Mode
This field allows the customization of the effect of pressing the work key when in “timed” work 
mode (as a result of work mode timeout programming). Pressing the work key can result in either 
(1) agent immediately exiting work mode, or (2) work mode timer being deactivated and the agent 
remaining in work mode until the work key is pressed again.
STEP 14:  
Dash
(a)  Min Len    (required)
Values: 1 to 16 Default = 7
This field determines the minimum length (digits) of ANI information which will result in the 
ACD inserting dashes in the ANI agent display for ACD calls (ringing and answer). 
For example, the value of 7 would require that the ANI contain at least 7 digits before any 
dashes would be displayed. The location of any dashes is determined by other system data 
fields. 
						

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(b)  Index 1    (required)
Values: 0 to 11 Default = 5
This field determines the location of the first dash (if appropriate) for ANI agent displays for 
ACD calls (ringing and answer). For example, the default value of 5 would result in a dash 
being inserted between the 4th and 5th digits of the ANI (counting backward from the last 
digit). An ANI of 2145559999 would then be displayed with a dash inserted as such: 
214555-9999. A value of 0 indicates that the dash is not desired.
(c)  
Index 2    (required)
Values: 0 to 11 Default = 8
This field determines the location of the second dash (if appropriate) for ANI agent displays for 
ACD calls (ringing and answer). For example, the default value of 8 would result in a dash 
being inserted between the 7th and 8th digits of the ANI (counting backward from the last 
digit). An ANI of 2145559999 would then be displayed with a dash inserted as such: 
214-5559999. A value of 0 indicates that the dash is not desired.
(d)  
Index 3    (required)
Values: 0 to 11 Default = 11
This field determines the location of the third dash (if appropriate) for ANI agent displays for 
ACD calls (ringing and answer). For example, the default value of 11 would result in a dash 
being inserted between the 10th and 11th digits of the ANI (counting backward from the last 
digit). An ANI of 12145559999 would then be displayed with a dash inserted as such: 
1-2145559999. A value of 0 indicates that the dash is not desired.
(e)  
Index 4    (required)
Values: 0 to 11 Default = 0
This field determines the location of the fourth dash (if appropriate) for ANI agent displays for 
ACD calls (ringing and answer). For example, the default value of 11 would result in a dash 
being inserted between the 10th and 11th digits of the ANI (counting backward from the last 
digit). An ANI of 12145559999 would then be displayed with a dash inserted as such: 
1-2145559999. A value of 0 indicates that the dash is not desired.
(f)  
Index 5    (required)
Values: 0 to 11 Default = 0
This field determines the location of the fifth dash (if appropriate) for ANI agent displays for 
ACD calls (ringing and answer). For example, the default value of 11 would result in a dash 
being inserted between the 10th and 11th digits of the ANI (counting backward from the last 
digit). An ANI of 12145559999 would then be displayed with a dash inserted as such: 
1-2145559999. A value of 0 indicates that the dash is not desired. 
						

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System Data
CAUTION:
Use extreme caution. Do not modify any of these settings except at the direction of NEC 
technical personnel (your NEC Associate or the NEC National Technical Assistance Center).
Figure 9-18   System Data Screen - Time Out Settings
14.2 Time Out Settings
This data maintains the ACD’s System Data for time out information. It allows custom programming of 
some timers used by the ACD. 
This data is critical to the operation of the ACD and should be modified with extreme caution and only at 
the direction of NEC technical personnel. 
						

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Communication Data
15. Communication Data
Note:
This command is primarily a utility service used by technicians.
Figure 9-19   Communication Data Screen
STEP 1:  Server Communication Settings
Important:
Changes to the Server settings will require shutdown and restart of the Server.
(a)  
PBX IP Address (required)
Enter the four octet IP address for the PBX.
(b)  
Min PBX Port
The Min PBX Port and Max PBX Port values indicate the range on the socket ports that the 
PBX specified in Step 1(a) is monitoring for external TCP/IP connection data. These settings 
tell the ACD what ranges to try in order to establish connection. The default value of the Min 
PBX Port setting is 1024.
(c)  
Max PBX Port
The default value for the Max PBX Port as discussed in Step 1(b) is 1039.
(d)  
ACD Client Port
The ACD Client Port listens for external TCP/IP connections to the ACD (such as Infolink, an 
MIS connection, or a Trace connection). The default value is 1039. 
						

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(e)  PBX Healthcheck
When this box is checked, a monitoring signal is sent and received every 32 seconds to confirm 
connectivity. After two instances of non-return of the signal, the ACD restarts and reconnects 
with the PBX.
The default condition is unchecked = OFF.
STEP 2:  
View TCP/IP Connections
Press this button to look at remote TCP/IP clients that are currently connected to the ACD (by 
Connection Number, Connection Type, Remote IP Address, Remote Socket Port, Tenant 
Subscriptions, RX Bytes, and TX Bytes).
STEP 3:  
I/O Ports 
(a)  
Port 1 Type (required)
From the drop-down menu, select: 

MIS-2 to send MIS information or trace data over this port.

DOWNLOAD to force an MIS download over an MIS port. This option will not alter the 
existing port type.

OFF if this port is not used.
(b)  
Port 2 Type (required)
From the drop-down menu, select: 

MIS-2 to send MIS information or trace data over this port.

DOWNLOAD to force an MIS download over an MIS port. Used only if the trace destination 
is set to “I/O Port.” This option will not alter the existing port type.

OFF if this port is not used.
STEP 4:  
Port Settings
Press this button to invoke the control panel aplet that is currently installed on the Windows NT 
system. This provides a way to go manually to the Windows Settings/Control Panel.
Note:This applies only if the MAT is run on the same computer as the ACD. 
STEP 5: Press 
Update to save the new information.
STEP 6: Press 
Close to exit the data screen. 
						

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Backup Database
16. Backup Database
Figure 9-20   Backup Database Screen
STEP 1:  Operation
(a)  Backup
Select this option to back up the ACD database file.
(b)  
Restore
Select this option to restore the database file using a previous Backup file.
STEP 2:  
Database File
(a)  Drive/Directory
(1)  Use the browse button (showing three dots) to open the Select Directory dialog box (see 
Figure 9-21). 
(2)  Choose the drive and directory for the location of the ACD database file and press 
OK 
						

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Backup Database
.
Figure 9-21   Select Directory - Backup
(b)  File
(1)  Use the browse button (showing three dots) to open the Select File dialog box (see Figure 
9-22). 
(2)  Enter a filename for the ACD database file or select a listed file and press 
Open.
 
Figure 9-22   Select File - Backup
(3)  If a filename is entered, it should have an ACD extension. 
STEP 3:  
Comments
Enter any comments you would like to be associated with the database file.