NEC Neax2000 Ivs Callcenterworx System Manual

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MIS Error Messages
CHAPTER 13 MIS Error Messages
This chapter contains a list of possible error messages. Although many are self-explanatory, a brief description 
is included to help determine the cause of the problem. If the suggested action does not correct the error, please 
contact NEC Technical Support.
ABORT
The requested configuration change under CallCenterWorX MIS is not supported by the ACD.
ACD Position Data not assigned
CallCenterWorX MIS attempted to modify or retrieve data for an agent position which is not assigned on the 
ACD. Check the input; if it is correct, check the position’s assignment on the MAT.
ACD System has no Agents
The ACD does not have any agents assigned. Check the input; if it is correct, check the agent’s assignment on 
the MAT.
ACD System has no Splits
There are no splits currently assigned on the ACD. Check the input; if it is correct, check the split’s assignment 
on the MAT.
ACD System has no Trunk Groups
The ACD does not have any trunk groups assigned. Check the input; if it is correct, check the Trunk Groups 
assignment on the MAT.
Agent ?? already assigned
The Agent Logon ID Code has already been assigned to another agent. The question marks in the error message 
will be replaced with the Logon ID Code causing the error. Each agent must have a unique Logon ID Code. Use 
another Logon ID Code and try again.
Agent assigned by the parameter is out of range
The agent number input is not within the acceptable limits. An agent number is from one to nine numeric 
characters. The valid range of an Agent Logon ID Code is 1-999999999. Preceding zeros are not accepted. Use 
a valid Logon ID Code and try again.
Agent Group assigned by the parameter is out of range
The Agent Group number input is not within the acceptable limits. An Agent Group number is from one to two 
numeric characters. The valid range of an Agent Group number is 1-16. Use a valid group number and try again.
Agent Group No. %d has no Agents
The Agent Group number given does not have any agents assigned to it. Agent Groups are an MIS entity only, 
which means the ACD is unaware of these agent groupings. All agents originally reside in Agent Group 1 and 
must subsequently be moved to other groups by CallCenterWorX MIS. Check the Agent Group assignments and 
try again. 
						

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Agent Group requested is not registered
The Agent Group requested has not been assigned. Agent Groups are an MIS entity only, which means the ACD 
is unaware of these agent groupings. All agents originally reside in Agent Group 1 and must subsequently be 
moved to other groups within CallCenterWorX MIS. Check the Agent Group assignments and try again.
Agent Position assigned by the parameter is out of range
The position number that was input is not within the acceptable limits. An Agent Position number is from two 
to four numeric characters. The valid range of an Agent Position number is 10-9999. Use a valid Agent Position 
number and try again.
Agent Position requested is not registered
The Agent Position requested is not registered in the ACD. Check the input; if it is correct, check the position’s 
assignment on the MAT.
Agent requested is not registered
The Agent Logon ID Code requested is not registered in the ACD. Check the input; if it is correct, check the 
agent’s assignment on the MAT.
Break Type Number is out of range
The Break type number input is not within the acceptable limits. Up to nine separate Break types may be defined. 
A Break type number is one numeric character, and the valid range of a Break type number is 1-9. Use a valid 
Break type number and try again.
Data cannot be written into memory
This indicates an ACD database problem. Check the input; if it is correct, try the database change from the MAT.
Data has been compromised
The MIS statistical data has become inconsistent with the current data. This can occur in the ACD Detail Report 
when an agent works in one split and then is reassigned to another. A report covering the time period including 
both split assignments will generate this message. Separate reports for each time period will produce correct 
data.
Data input format is incorrect
This can occur only if a transfer of data to the ACD is corrupted or somehow misread by the ACD. Check the 
input; if it is correct, try the database change from the MAT.
Database Limits exceeded
Upon entry of incorrect or unacceptable data, CallCenterWorX MIS generates an error message which appears 
in red at the bottom of the screen. Examples of such data would be exceeding the limit on the total quantity of 
entries received for one entity (defining 301 agent Logon IDs or 35 splits), or assigning an entry outside of the 
allowed range (such as trying to use split 104).
ID code already assigned
The Agent Logon ID Code has already been assigned. Each agent must have a unique Logon ID Code. Use 
another Logon ID Code and try again. 
						

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In the parameter, illegal characters appear
You entered an invalid character during input (such as an alphabetic character where only numerals are 
accepted). Check the input and try again.
Input data is incorrect
You entered a value that is out of acceptable range or contains invalid characters. Check the value entered and 
try again.
Invalid password
The password entered does not match the current system password. Check the input and try again.
New Split assigned is incompatible with current Agent
A position’s split assignment cannot be modified to a split incompatible with the split assignment of the agent 
currently logged-on to that position. There are many ways to correct this conflict. The recommended procedure 
is to assign the position as an ‘any split’ position via the MAT and let the agent’s Logon ID Code determine the 
splits for which the position may receive calls.
Night DN not assigned
CallCenterWorX MIS attempted to place a split in Night mode when no destination for the split’s calls was 
assigned in the ACD database. Use the MAT to define the split’s Night Destination and try again.
Parameter is out of range
The input is not within the acceptable limits. Check the input and try again.
Report schedule table entry is not assigned 
You attempted to delete a report that is not registered. Check the report number entered and try again.
Report schedule table is empty
This indicates that there are no reports scheduled.
Report schedule table is full
There are already 50 reports scheduled for output. An existing report must be deleted before a new report can 
be scheduled. 
Split assigned by the parameter is out of range
The split number input is not within the acceptable limits. A split number is from one to two numeric characters. 
The valid range of a split number is 1-30. Use a valid split number and try again.
Split No. ?? has no Agent Positions
The split number given does not have any positions assigned on the ACD. The question marks in the error 
message will be replaced with the split number causing the error. Use another split number and try again. 
Split No. not assigned
CallCenterWorX MIS attempted to modify or retrieve data for a split which is not assigned on the ACD. Check 
the input; if it is correct, check the split’s assignment on the MAT. 
						

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Split requested is not registered
The split number input specifies a split number that has not been registered in the ACD. Check the input; if it is 
correct, check the split’s assignment on the MAT.
Station No. not assigned
CallCenterWorX MIS attempted to modify or retrieve data for an agent position which is not assigned on the 
ACD. Check the input; if it is correct, check the position’s assignment on the MAT.
Statistical data assigned by the parameter is not saved
You attempted to select a report time period for data that has not been saved in the CallCenterWorX MIS 
database. MIS data is saved for the past 38 days and 47 hours. Check the time period selected and try again.
System variable selected cannot be modified by the user
You attempted to modify a system parameter that is not displayed. Check the parameter selected and try again.
Tally Code Number is out of range
The Tally Code Number input by the user is not within the acceptable limits. A Tally Code Number is from one 
to two numeric characters, and the valid range of a Tally Code Number is 1-20. Use a valid Tally Code Number 
and try again.
Temporary Error: error no. =??
An error message to handle any unforeseen errors that are not covered by any other error code. Contact NEC 
Technical Support if this error should occur and supply them with the error number which appears in place of 
the question marks.
Tenant No. not assigned
CallCenterWorX MIS attempted to modify or retrieve data for a tenant which is not assigned on the ACD. Each 
CallCenterWorX MIS application supports only one tenant. A tenant number is one numeric character, and the 
valid range of a tenant number is 1-9. Use a valid tenant number and try again.
Time out
An attempted configuration change has failed due to a communication error with the ACD. Try again and if this 
fails, attempt the change from the MAT.
Trunk assigned by the parameter is out of range
The trunk circuit number input is not within the acceptable limits. A trunk number is from one to three numeric 
characters. The valid range of a trunk number is 1-127. Use a valid trunk number and try again.
Trunk Group assigned by the parameter is out of range
The Trunk Group number is not within the acceptable limits. A Trunk Group number is from one to two numeric 
characters. The valid range of a Trunk Group number is 1-63. Use a valid Trunk Group number and try again.
Trunk Group No. ?? has no Trunk
The Trunk Group entered does not have any circuits assigned on the ACD. The question marks in the error 
message will be replaced with the Trunk Group number causing the error. Use another Trunk Group number 
and try again. 
						

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Trunk Group No. not assigned
CallCenterWorX MIS attempted to modify a Trunk Group which is not assigned on the ACD. Check the input; 
if it is correct, check the Trunk Group’s assignment on the MAT.
Trunk Group requested is not registered
The Trunk Group requested is not registered in the ACD. Check the input; if it is correct, check the Trunk 
Group’s assignment on the MAT.
Trunk requested is not registered
The Trunk Group selected does not have a circuit number matching the circuit number requested. Check the 
input; if it is correct, check the Trunk’s assignment on the MAT.
NEC Technical Support is your best resource in resolving problems that do not respond to these suggestions.  
						

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This page is for your notes. 
						

							NDA-24213 CHAPTER 14
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Terms and Concepts
CHAPTER 14 Terms and Concepts 
Te r mDefinition
Abandon Delay Interval
The amount of time elapsed before a caller abandons. The abandon 
delay time is divided into 8 segments (or buckets) and these timing 
intervals can be modified within CallCenterWorX MIS.
ACDSee Automatic Call Distribution.
ACD Call
A call connected to the ACD through a pilot number or personal pilot 
number; an MIS report term for a call to an agent position.
ACD Computer (Client or Server) / 
Remote MIS PCTerms used to distinguish the computer using the CallCenterWorX 
ACD program (and possibly the MIS program) from one or more 
remote computers using only the MIS portion of the program.
ACDpAn MIS report term for an ACD call to an agent’s personal queue.
AgentA person who operates an agent position. In order to use the ACD, an 
agent may be required to logon to an agent position by pressing the 
LOGON key and entering a valid agent ID code on the keypad (see 
Agent Logon ID Code).
Agent GroupA collection of agents grouped for comparative analysis, independent 
of the agents’ assigned splits, in the MIS only. Agent groups can be 
created at any time by assigning agents to an agent group even though 
these agents may work in a variety of splits. All agents are originally 
in Group 1 and must be moved to other groups created via the MIS 
programming.
Agent Logon ID CodeThe unique identification code assigned to each agent; a code using 
from one to nine numeric characters with a valid range from 
1-999999999. Preceding zeroes (such as 00123) are not acceptable in 
Agent Logon ID Codes. Each split determines whether a Logon ID is 
required to logon to an agent position D
term.   
Agent ModeThe status of a logged-in agent in relation to her/his ability to receive 
a call. An agent able to receive an ACD call is in Ready mode. Work 
mode is a limited time following a call during which the agent’s 
position will not receive calls, allowing the agent time for paperwork 
and follow-up to the previously completed call. Break mode is 
agent-initiated by pressing the Break key on the D
term keyboard and 
can include up to nine Break types (such as Lunch, Coffee, and 
Personal).
Agent Personal QueueA queue for calls directed specifically to an agent. Personal queued 
calls are the highest priority and an agent will always be assigned a 
call from her/his personal queue before taking a call from any other 
queue. 
						

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Agent Position
A telephone set that is configured for use in handling ACD calls, with 
a number of keys for controlling ACD functions. Agent positions are 
typically equipped with two telephone lines: one is for incoming 
ACD calls; the other line (called the PBX line or My Line) is for 
non-ACD work or personal calls, and functions as a normal business 
station. An Agent Position number is from two to four numeric 
characters with a valid range from 10-9999.
Agent StateThe current function being performed by an agent as displayed in an 
MIS report (such as whether they are taking an ACD or non-ACD 
call, or whether they are working within a primary split or on a 
multi-split basis).
Answer Delay IntervalThe amount of time elapsed before a call is answered. The answer 
delay time is divided into 8 segments (or buckets). These timing 
intervals can be modified within CallCenterWorX MIS.
ArgumentA quantity upon which another depends, such as the specification of 
a split number or a number of seconds, in a Call Control Vector step.
Assigned Names Optional names (such as Tenant Name, Split Name, Agent Name, 
Pilot Name, Tally Name, Trunk Name) given to these entities to 
make them easier to remember than by their numbers alone. 
Asynchronous A method of data transmission which allows characters to be sent at 
irregular intervals (without a timing clock) by preceding each 
character with a start bit, and following it with a stop bit.
Attribute SplitThe
 number of the preferred split in the list of allowable splits in 
which this agent will be working. This split sets up the agent’s 
allowed break types, after call Work mode, and other parameters 
derived from the ACD settings for that split. See “Multi-Split Agent” 
in the “CallCenterWorX ACD Features and Specifications” manual 
for a detailed explanation.
Automatic Call Distribution (ACD)The system responsible for accepting and evenly distributing 
incoming calls to available agents. An ACD allows calls to follow a 
user-defined route once the calls enter the system.
Baud RateA measure of transmission speed for data. The CallCenterWorX 
default baud rate setting is 9600.
Break TypeA staffing analysis statistic. Up to 9 break types (such as Lunch, 
Coffee, or Rest) can be configured and MIS reports generated.
Business StationA regular (non-ACD) PBX telephone station.
Call Control Vectors (CCVs)A user-defined set of call-handling instructions, producing a timed 
sequence of events which control incoming ACD calls prior to their 
connection to an agent. The instructions can include placing a call in 
the queue of a specific split, delivering an announcement to the 
calling party, pausing, placing the call under the control of another 
Call Control Vector, and many other actions. Up to 60 different 
sequences containing up to 20 steps per sequence provide great 
flexibility in call handling. See the “CallCenterWorX ACD Features 
and Specifications” for detailed information. See also this manual 
Chapter 9, Heading 7., Step 5, “CallControl Vectors.”
Te r mDefinition 
						

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Configuration Fields
Allow on-the-spot program configuration changes in MIS. They are 
displayed in white until the information contained within the field is 
changed, when the field color changes from white to yellow.
Dialog (box)A GUI object which is displayed in response to the selection of a 
menu command or an icon, offering one or more choices to determine 
the next activity. 
DtermAn NEC electronic phone/terminal that derives its intelligence from 
its own microprocessor, which detects events and accepts direction 
from the PBX.
Grade of Service ThresholdSpecifies the percentage of calls answered within a specified amount 
of time in relation to the total number of calls received.
Graphical User Interface (GUI)A development that uses icons representing actual desktop objects 
which the user can access and manipulate with a pointing 
device/mouse. 
Help button/What’s This buttonIcons on the toolbar which allow the user to request additional 
information on a general topic (Help button) or a context-sensitive 
topic (What’s This button).
Holiday ScheduleThe programming determining how incoming calls are processed 
when a holiday is designated via the ACD Holiday Calendar dialog. 
The processing will be according to one of up to 30 Holiday 
Schedules for that tenant. Each Schedule entry has steps that 
determine which CCV action to perform for a particular holiday 
calendar. 
Host / Host NameThe network name of the PBX which directs the CallCenterWorX 
system; the name given to the CallCenterWorX ACD computer when 
TCP/IP is selected as the communication type. A matching Host 
Name is required for communication between CallCenterWorXACD 
and CallCenterWorXMIS.
I/O PortsInput/Output connections on the PBX (see also Port).
IconA picture or symbol representing an object, task, command, or choice 
you can select from a piece of software. The CallCenterWorX 
consoles have toolbars showing icons in addition to having 
word-oriented menu choices.
Inflow ThresholdSpecifies the threshold minimum number of Ready agents or the 
maximum queue depth permitted to allow inflow calls.
InfolinkInfolink data messages provide a two-way communications link 
between the ACD and external computer equipment, such as mini 
and mainframe host computers, desktop workstations, personal 
computers, and IVR. Three message sets have been designed for 
Infolink, providing a variety of applications using those messages. 
See the “CallCenterWorX ACD Features and Specifications” manual 
for more detailed information.
Interactive Voice Response (IVR)A unit used by the ACD to provide customized announcements to the 
caller. It can provide voice menuing and display collected caller 
information (such as name, address, and account information) to the 
agent’s terminal.
Te r mDefinition 
						

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Internet Protocol (IP)
A standard describing software that keeps track of the internetwork 
addresses for different nodes, routes, and outgoing messages, and 
recognizes incoming messages. It allows a data packet to traverse 
multiple networks on the way to its final destination.
IP AddressA 32-bit address, used in IP routing, which includes a Network 
address identifier assigned by a central authority, and a Host ID (an 
end station identifier) assigned by the LAN administrator. 
The network and the computer itself are both represented in a 
sequence of numbers.
Longest Waiting CallThe longest time a call waited in queue before being answered or 
releasing. This time is kept for current waiting calls, and calls 
completed within this hour or within this day. Within any hour it is 
possible for the longest waiting call to be reported as greater than one 
hour, due to calls being reported in the hour they were handled.
Maintenance Administration 
Terminal (MAT)A computer used for programming and maintenance of the 
NEAX2000 IVS; the man-machine interface with the PBX.
A term referring to the ACD programming which determines the 
parameters and behavior of the ACD.
Major CategoriesThe first level of menu items (such as Agent Reports, Split Reports, 
Trunk Group Reports) which are displayed when you select one of 
the CallCenterWorX MIS main menus (such as Reports, Figure 
8-45).
Management Information System
(MIS)Receives data from the ACD pertaining to system performance, 
compiles the data into meaningful statistics, and records and stores 
the data for historical reference and reports.
MATSee Maintenance Administration Terminal
Minor Categories
The subdivisions (such as Summary or ACD Detail) of a major 
category (such as Agent Reports, Figure 8-46).
MISSee Management Information System
MIS Status Screens
(also referred to as Real-time 
screens)
 Provide color-coded, up-to-the-second views of the agent and queue 
activity at the system and split levels. Statistics on the call volume 
and the effectiveness of the agents handling those calls are computed 
in real-time and displayed for the current hour and day. These 
screens:
Display the number of calls currently waiting in various queues 
of the ACD; 
Display the current function being performed by the agents 
assigned to handle the waiting calls; 
Have color-coded fields designed to provide an immediate 
perception of the current operation and to assist in spotting 
trouble at the earliest possible moment; and 
Can be viewed in either graph or table format by use of the Graph 
View or Text View icon buttons.
Te r mDefinition