NEC Neax2000 Ivs Callcenterworx System Manual
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NDA-24213 CHAPTER 2 Page 17 Issue 3.0 System Requirements CallCenterWorX MIS PC Support 7. CallCenterWorX MIS PC Support 7.1 Multiple MIS PCs CallCenterWorX provides the ability to have up to eight MIS PCs. The integrated MIS application on the main CallCenterWorX Server is controlled by the main CallCenterWorX system security key and is counted as one of the eight PCs. Each additional MIS PC requires a separate MIS security key. It is important to know that each additional MIS PC is a separate MIS application. This means that the additional PC is not a Client to the main CallCenterWorX MIS, but maintains its own database. While an MIS PC application is online, it will collect data received from the ACD. If the MIS application is terminated or the PC it is running on is shut down, data collection stops. If a true Client/Server MIS PC application is required, NEC Global Navigator 3.03 or higher will perform that function. 7.2 IP Connections The CallCenterWorX ACD provides eight IP connections for MIS PCs or Infolink. If you are using the MIS at the main CallCenterWorX Server, then you have seven remaining connections to use for other MIS applications or Infolink. If you are using the MIS at the main CallCenterWorX Server and are utilizing Infolink, there are six remaining IP connections for additional MIS applications to use. Each additional connection usage diminishes the MIS IP connections available. QueWorX IVR is an Infolink application, so if it is installed, the initial limit of available IP connections for MIS applications is seven instead of eight.
CHAPTER 2 NDA-24213 Page 18 Issue 3.0 System Requirements Multi-tenant MIS Considerations—Split Numbering 8. Multi-tenant MIS Considerations—Split Numbering The assignment of split numbers in the CallCenterWorX MIS is relative to the number of tenants being served by the entire system (which can be as many as 9 tenants). A single MIS application can number only one usable Split 1 in the system. It does not employ the naming conventions used by the ACD, which starts numbering for each tenant at Split 1 (such as Tenant 1 Split 1, Tenant 2 Split 1, Tenant 3 Split 1). To allow for the total split numbers assigned to any previous tenants, a single MIS application must “name but not use” a number of splits equal to the total for all previous tenants before numbering usable splits for a new tenant. In a multi-tenant situation with more than one or two tenants, this requirement rapidly uses up the 30 split numbers available to a single MIS application, while the ACD may have more split numbers still available. As shown in Ta b l e 2 - 6: Although the ACD can start split numbering in Tenant 2 with “Split 1,” the MIS must number that split as “Split 4” because numbers Split 1, Split 2, and Split 3 have already been used in Tenant 1. The “Cumulative Total for System” row in the table shows a total of only 5 split numbers (3+2) used by the ACD after Tenant 2, but a total of 8 split numbers (3+5) have been used by the MIS after Tenant 2, due to the numbering of three splits in Tenant 1 which must be “named but not used” in Tenant 2. After Tenant 3, the ACD has used a cumulative total of 9 split numbers (3+2+4) while the MIS has used a cumulative total of 17 split numbers (3+5+9), with 8 of those being “named but not used.” Note:Shaded cells in the MIS columns of Ta b l e 2 - 6 indicate the split numbers “named but not used” to allow for the MIS numbering system. Table 2-6 Single MIS Application Split Number Usage This limitation can be overcome by using a dedicated MIS application for each one or two tenants (there are nine possible tenants and eight possible IP connections for MIS applications), which would allow both the ACD and the MIS full benefit of all the allocated split numbers for the system. The use of multiple MIS PCs is discussed in the previous heading (Heading 7, “CallCenterWorX MIS PC Support”). Within the number of allowed IP connections, an ample number of MIS applications can be used to provide all needed services to tenants. If multi-tenant usage is to be spread over the full ACD capacity of nine tenants, use NEC Global Navigator 3.03 which provides true multi-tenant capability as well as a Client/Server MIS PC application. ACD MIS ACD MIS ACD MIS 111111 222222 33 333 444 Numbers for Splits 5 5 6 7 8 9 Total Split #s Used ACD 3 2 4 Total Split #s Used MIS 3 5 9 Cumulative Total for System3358917Tena nt 1 Tena nt 2 Tena nt 3
NDA-24213 CHAPTER 3
Page 19
Issue 3.0
Connection Drawings
Installing the PN-CC00 and the PN-AP01
CHAPTER 3 Connection Drawings
Figure 3-1 PN-CC00 Connection through 10 Base T Transceiver
1. Installing the PN-CC00 and the PN-AP01
STEP 1: Mount the PN-CC00 in any slots LT10 (AP0) - LT15 (AP05). The PN-CC00 requires two LT (AP)
slots.
STEP 2: Mount the PN-AP01 in any slot LT10 (AP0) - LT15 (AP05).
STEP 3: Set the PN-AP01 SENSE 0 switch to the slot number that is programmed in CM05 (see Chapter 4,
Heading 1, “AP01 Initialization”).
STEP 4: Install the 48-TW-0.3 connecting cable from the DCB A connector of the PN-CC00 card to the
bottom connector of the PN-AP01 card.
STEP 5: Install the Ethernet cable from the AB Ether connector of the PN-CC00 card to the 10 Base T
transceiver.
STEP 6: Install the Ethernet cable from the transceiver to the network driver of the Server.
Note:One end of this cable must be reversed.
1.1 Crossover Reverse Pin-out
Figure 3-2 Crossover Reverse Pin-out
NEAX2000 IVS
PN-CC00
PN-AP0110 Base T
TransceiverCallCenterWorX Server
Note: One end of this cable
must be reversed.
48-TW-0.3 CableEthernet Cable
Cable Ethernet
Interface
Cards
Crossover/Reverse
T
TxD+ 11 TxD+
TxD- 22 TxD-
RxD+ 3
3 RxD+
RxD- 66 RxD-
NOTE:
1. Pins 4,5,7,and 8 not used.
2. Use for going from 10
Base T transceiver to PC.
CHAPTER 3 NDA-24213
Page 20
Issue 3.0
Connection Drawings
Installing the PN-CC01 and the PN-AP01
2. Installing the PN-CC01 and the PN-AP01
Figure 3-3 PN-CC01 Connection Straight to ACD Computer (Client or Server)
STEP 1: Mount the PN-CC01 in any slots LT10 (AP0) - LT15 (AP05). The PN-CC01 requires one LT (AP)
slot.
STEP 2: Mount the PN-AP01 in any slot LT10 (AP0) - LT15 (AP05).
STEP 3: Set the PN-AP01 SENSE 0 switch to the slot number that is programmed in CM05 (see Chapter 4,
Heading 1, “AP01 Initialization”).
STEP 4: Install the 48-TW-0.3 connecting cable from the DCB A connector of the PN-CC01 card to the
bottom connector of the PN-AP01 card.
STEP 5: Install the Ethernet cable from the RJ-45 connector of the PN-CC01 card to the ACD computer
(Client or Server) communicating via TCP/IP.
Note:One end of this cable must be reversed.
NEAX2000 IVS
PN-CC01
PN-AP01CallCenterWorX Server
Note: One end of this cable
must be reversed.
48-TW-0.3 CableEthernet Cable
Interface
Cards
NDA-24213 CHAPTER 3 Page 21 Issue 3.0 Connection Drawings PN-CC00 Connecting Through a Hub 3. PN-CC00 Connecting Through a Hub Figure 3-4 PN-CC00 Connecting Through a Hub STEP 1: The Ethernet cables going from the transceiver to the hub and from the hub to the Server and PCs are straight-through cables. STEP 2: The Ethernet cable from the transceiver to the hub goes into a port other than Port 8 of an 8-port hub or Port 4 of a 4-port hub. The last port in a hub is usually used as an uplink port, connecting to a LAN, another hub, a bridge, a router, or other such device. Verify this with the manufacturer’s specifica- tions for the hub you are using, since some hubs use Port 1 for uplink instead of the last Port. STEP 3: The Ethernet cables from the ACD computer (Client or Server) and from the MIS PC can go into any port that is not the uplink port. 3.1 Straight-Through Pin-out Figure 3-5 Straight-Through Pin-out NEAX2000 IVS PN-CC00 PN-AP01 CallCenterWorX Server10 Base T TransceiverEthernet Cables 10 Base T Hub Remote MIS PCsHub, Bridge remote MIS PC TCP/IP via hub Remote ACD Client Interface Cards Straight-Through TxD+ 1 TxD- 2 RxD+ 3 RxD- 61 TxD+ 2 TxD- 3 RxD+ 6 RxD- NOTE: 1. Pins 4, 5, 7, and 8 not used . 2. Use for going from 10 Base T transceiver to a hub.
CHAPTER 3 NDA-24213 Page 22 Issue 3.0 Connection Drawings PN-CC01 Connecting Through a Hub 4. PN-CC01 Connecting Through a Hub Figure 3-6 PN-CC01 Connecting Through a Hub STEP 1: The Ethernet cables going to the hub from the PN-CC01 and from the hub to the Server and PCs are straight-through cables. STEP 2: The Ethernet cable from the transceiver to the hub goes into a port other than Port 8 of an 8-port hub or Port 4 of a 4-port hub. The last port in a hub is usually used as an uplink port, connecting to a LAN, another hub, a bridge, a router, or other such device. Verify this with the manufacturer’s specifica- tions for the hub you are using, since some hubs use Port 1 for uplink instead of the last Port. STEP 3: The Ethernet cables from the ACD computer and from the MIS PC can go into any port that is not the uplink port. NEAX2000 IVS PN-CC01 PN-AP01 CallCenterWorX Server10 Base T Hub Remote MIS PCs 10 Base T Cable Ethernet Cables Interface Cards Remote ACD Client
NDA-24213 CHAPTER 3 Page 23 Issue 3.0 Connection Drawings PN-CC00 Connection for ACD Computer to Remote MIS PC Serially 5. PN-CC00 Connection for ACD Computer to Remote MIS PC Serially Figure 3-7 PN-CC00 with RS-232 Serial Connection Note: In this diagram, it is assumed the remote PC is using CallCenterWorX MIS. STEP 1: Follow the procedures in this chapter, Heading 1, “Installing the PN-CC00 and the PN-AP01,” to connect the PN-CC00 to the ACD computer. STEP 2: Connect one end of the RS-232 serial cable to a COM Port on the ACD computer. STEP 3: Connect the other end of the RS-232 serial cable to a COM Port on the remote PC which will be running the CallCenterWorX MIS program. STEP 4: Configure the ACD computer and the remote MIS PC by following the procedures in Chapter 5, “Configuration Procedures.” Remote MIS PC RS-232 Cable PN-CC00 PN-AP01 CallCenterWorX Server NEAX2000 IVS 10 Base T Transceiver Ethernet Cable Interface Cards
CHAPTER 3 NDA-24213 Page 24 Issue 3.0 Connection Drawings PN-CC01 Connection for ACD Computer to Remote MIS PC Serially 6. PN-CC01 Connection for ACD Computer to Remote MIS PC Serially Figure 3-8 PN-CC01 Connection for ACD Computer to Remote MIS PC Serially Note: In this diagram, it is assumed the remote PC is using CallCenterWorX MIS. STEP 1: Follow the procedures in this chapter, Heading 2, “Installing the PN-CC01 and the PN-AP01,” to connect the PN-CC01 to the ACD computer . STEP 2: Connect one end of the RS-232 serial cable to a COM Port on the ACD computer. STEP 3: Connect the other end of the RS-232 serial cable to a COM Port on the remote PC which will be running the CallCenterWorX MIS program. STEP 4: Configure the ACD computer and the remote MIS PC by following the procedures in Chapter 5, “Configuration Procedures.” Remote MIS PC RS-232 Cable PN-CC01 PN-AP01 CallCenterWorX Server NEAX2000 IVS Ethernet Cable Interface Cards
NDA-24213 CHAPTER 3 Page 25 Issue 3.0 Connection Drawings Connecting Wall Display Boards 7. Connecting Wall Display Boards Connections from the computer running CallCenterWorX MIS to the Spectrum Wall Display Board may vary according to the specific model of board. Instructions should be obtained from Spectrum Corporation regarding the model you are installing. The computer must be configured to output data to the board through a COM Port. Wall boards may be used in a “chained” series following connection specifications from Spectrum Corporation. Figure 3-9 PN-CC00 Connecting ACD Computer or MIS PC to Wall Boards See Figure 3-11 for connection of RS-232 cable into the COM Port on the back of the Host. NEAX2000 IVS Ethernet Cable RS-232 CableNEC Customer ServiceN EC ................. Sa lesN EC ................... N TA C LW C:0:00 GOS:100% COM Port C allC enterW orX Com puterWallboards PN-CC00 PN-AP01Interface Cards 10 Base T Transceiver
CHAPTER 3 NDA-24213 Page 26 Issue 3.0 Connection Drawings Connecting Wall Display Boards Figure 3-10 PN-CC01 Connecting ACD Computer or MIS PC to Wall Boards As shown in Figure 3-11 below, the RS-232 Cable connects to the COM Port designated as an MIS Port (see Chapter 5, Heading 1.3, “ACD Computer Setup for Use with Remote MIS PC via RS-232”). Figure 3-11 Connection of RS-232 to COM Port NEAX2000 IVS PN-CC01 PN-AP01Ethernet Cable CallCenterWorX ComputerCOM Port RS-232 CableWallboards NEC Customer ServiceNEC ............................... SalesNEC ............................... NTAC LWC:0:00 GOS:100% In terface Cards Plug the RS-232 cable into the COM Port on the back of the Host COM Port