NEC Neax2000 Ivs Callcenterworx System Manual

							NDA-24213 CHAPTER 4
Page 37
Issue 3.0
Programming the PBX and the Dterm
Programming the Dterm Series III ACD Terminal
8. Programming the D
term Series III ACD Terminal
Figure 4-2   D
term Series III ACD Terminal
8.1 Programming the Keys
Use CM90 YY= 00 and the functions listed to program Keys 17 through 24.
Key 17 = F1020 Release
Key 18 = F1033 Break (OAI Key 1, CMD7 Y=0, OP-Code 187)
Key 19 = F1042 Log On (OAI Key 10, CMD7 Y=0, OP-Code 190)
Key 20 = F1039 Tally (OAI Key 7, CMD7 Y=0, OP-Code 189)
Key 21 = F1036 Work (OAI Key 4, CMD7 Y=0 OP-Code 253)
Key 22 = F1012 Conference
Key 23 = F1004 Transfer
Key 24 = F1010 Hold
1
(01)(02)(03)(04)
(07)(08)(09)(10)
(13)(14)(15)(16)
(32)(33)(34)(35)
23
456
789
*0#
(17)
Release
(18)
Break
(19)
Logon
(20)
Ta l l y
(21)
Work
(22)
Conf
(23)
Transfer
(24)
HoldETJ-24DS-1Multiline Terminal Key Number
(05)
(11)
(30)
(36)
(06)
(12)
(31)
(37) 
						

							CHAPTER 4 NDA-24213
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Issue 3.0
Programming the PBX and the Dterm
Programming the Dterm Series III ACD Terminal
All other ACD function keys will be programmed on Keys 1 through 16.
8.2 Service Conditions
1. In order for Logon (Key 19) and Break (Key 18) to chime, a speaker key must be assigned to a 
Key number between 1-16.
2. The FNC (F1011), Recall (1015), LNR/SPD (F1000), and Answer (F4001) Keys can be assigned to 
Keys 1-16.
3. Do not use the MAT command F2, “Copy of D
term Key”, if your ACD terminals are a mixture of 
Series III and Series E sets. The key layouts are different between these two terminals. You can copy 
from Series E to Series E, and from Series III to Series III, but you cannot copy from Series E to 
Series III.
4. If the first port (level 0) of the card is set to a 1 (Elite) in CM12 YY=17, a PN-4DLCA or PN-4DLCM 
card must be installed. If you use a PN-4DLCD card with the first port (level 0) set to a 1 (Elite) in 
CM12 YY=17, the ACD Keys will not function and there is no display on the terminal.
5. D
term series ACD terminals are supported with Series 1800 software CJ0.17 and above. 
						

							NDA-24213 CHAPTER 5
     Page 39
Issue 3.0
Configuration Procedures
CHAPTER 5 Configuration Procedures
The basic options available for configuring common setups using CallCenterWorX are diagrammed below. 
Figure 5-1   Configuration Options
This chapter provides procedures for configuring the components to perform in the above setups.
Main CCWX PC
using CCWX ACD portion only
 (Server and MAT Client )
without MIS
MIS PC using CCWX
MIS portion only
TCP/IPRS-232
Main CCWX PC
using CCWX complete suite
 ACD (Server and MAT Client)
with MIS
MIS PC using CCWX
MIS portion only
TCP/IPRS-232
MIS PC using CCWX
MIS portion only
MIS PC using CCWX
MIS portion only
OR
OR 
						

							CHAPTER 5 NDA-24213
Page 40     
Issue 3.0
Configuration Procedures
Figure 5-2   ACD Computer (Client or Server) With or Without MIS
Suite installation
complete
Verify all system
requirements available
(Chapter 2)Complete connections
(Chapter 3)Complete programming
PBX and Dterms(Chapter 4)
Assemble information
(Chapter 6)
Install complete
CallCenterWorX  suite
(Chapter 6)Install CallCenterWorX
ACD only
(Chapter 6)
Start
CallCenterWorX
ACD
(Chapter 6)
Read ACD menu and
command
descriptions
(Chapter 7)
Program ACD
system
(Chapter 9)
For complete suite,
read MIS menu and
command
descriptions
(Chapter 8)
Perform initial
startup  of MIS
(Chapter 10)
ACD only
installation
complete
Install appropriate
 Security Key if needed
(Chapter 6) 
						

							NDA-24213 CHAPTER 5
     Page 41
Issue 3.0
Configuration Procedures
Configuring the ACD Computers
1. Configuring the ACD Computers
1.1 ACD Computer (Client or Server) With or Without MIS
For the ACD computer (Client or Server) with or without MIS, use the following procedure:
STEP 1: Verify that the system requirements specified in Table 2-1 of Chapter 2 are available.
STEP 2: Depending upon your PBX hardware, complete the connections described in Chapter 3, Heading 1, 
“Installing the PN-CC00 and the PN-AP01” (illustrated in Figure 3-1and Figure 3-2), or in
Heading 2, “Installing the PN-CC01 and the PN-AP01” (illustrated in Figure 3-3).
STEP 3: Complete the procedures in Chapter 4, “Programming the PBX and the D
term.”
STEP 4: Follow the procedures in Chapter 6, Heading 1, “Security Key Installation Instructions.” 
If you wish to run the 
ACD Server and MAT Client option on this computer, with or without the 
MIS application, install a CallCenterWorX Version 2 Security Key. 
If you wish to run 
only the ACD MAT Client option on this computer, no Security Key is required.
If you wish to run the 
ACD MAT Client and the MIS application on this computer, an MIS 
Security Key is required.
STEP  5:  Read Chapter 6, Heading 2, “Installation Information Needed,” and assemble the information needed 
for installing CallCenterWorX.
STEP 6: Choose one of the following:
If you wish to run 
both the ACD and MIS portions of the program on this computer, install the 
complete CallCenterWorX suite by following the procedures in Chapter 6, Heading 3, 
“CallCenterWorX CD-ROM Installation Instructions.” Please note that the remote MIS PC to be 
configured later is not a client to the server MIS installation; all MIS databases are independent.
If you wish to run 
only the ACD portion of the program on this computer, install only the 
CallCenterWorX ACD program (either the MAT Client option or the Server and MAT Client 
option) by following the procedures in Chapter 6, Heading 3, “CallCenterWorX CD-ROM 
Installation Instructions.” 
STEP 7: Follow the procedures in Heading 4, “Starting CallCenterWorX ACD,” in Chapter 6.
STEP 8: Program the ACD system as described in Chapter 9, “ACD Procedures.” Information on the menu 
commands and data screens can be found in Chapter 7, “ACD Menu Commands.”
STEP 9: If you installed only a CallCenterWorX ACD option (MAT Client or Server and MAT Client) in 
Step 6, the procedure is complete.
STEP 10: If you installed the complete CallCenterWorX suite with MIS in Step 6:
(a) Follow the procedures in Chapter 10, Heading 1, “CallCenterWorX MIS Initial Setup.”
(b) Close the CallCenterWorX MIS–Setup window. 
						

							CHAPTER 5 NDA-24213
Page 42     
Issue 3.0
Configuration Procedures
Configuring the ACD Computers
Figure 5-3   ACD Computer Setup for Use with Remote MIS PC via TCP/IP
Read MIS menu and
command
descriptions
(Chapter 8)
Perform initial
startup of  MIS
choosing TCP/IP
(Chapter 10)
Installation
complete
Close MIS
systemIf needed,
complete MIS PC
setup for TCP/IP
(Heading 2.1)
Verify all system
requirements available
(Chapter 2)Complete connections
(Chapter 3)
Install CallCenterWorX
Version 2 Security Key
(Chapter 6)Assemble information
(Chapter 6)
Install complete
CallCenter
WorX  suite
or
ACD Server and MAT Client
(Chapter 6)Start
CallCenter
WorX
ACD
(Chapter 6)
Read ACD menu and
command
descriptions
(Chapter 7)
Program ACD
system
(Chapter 9)Close ACD
system
Complete programming
PBX and Dterms
(Chapter 4) 
						

							NDA-24213 CHAPTER 5
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Issue 3.0
Configuration Procedures
Configuring the ACD Computers
1.2 ACD Computer Setup for Use with Remote MIS PC via TCP/IP
For the ACD computer communicating with a remote MIS PC via TCP/IP, use the following procedure: 
STEP 1: Verify that the system requirements specified in Table 2-2 of Chapter 2 are available.
STEP 2: Depending upon your PBX hardware, complete the connections described in Chapter 3, Heading 3, 
“PN-CC00 Connecting Through a Hub” (shown in Figure 3-4 and Figure 3-5), or in Chapter 3, 
Heading 4, “PN-CC01 Connecting Through a Hub” (shown in Figure 3-6).
STEP 3: Complete the procedures in Chapter 4, “Programming the PBX and the D
term.”
STEP 4: Following the procedures in Chapter 6, Heading 1, “Security Key Installation Instructions,” install a 
CallCenterWorX Version 2 Security Key. 
STEP  5: Read Chapter 6, Heading 2, “Installation Information Needed,” and assemble the information needed 
for installing CallCenterWorX.
STEP 6: Following the procedures in Chapter 6, Heading 3, “CallCenterWorX CD-ROM Installation 
Instructions,” install either:
The complete CallCenterWo r X suite, choosing ACD Server and MAT Client plus CallCenterWo r X 
MIS. Please note that the remote MIS PC to be configured later is not a client to the server MIS 
installation; all MIS databases are independent.
The CallCenterWo r X ACD Server and MAT Client only. 
STEP 7: Follow the procedures in “Starting CallCenterWorX ACD” in Chapter 6, Heading 4.
STEP 8: Program the ACD system as described in Chapter 9, “ACD Procedures.” Information on the menu 
commands and data screens can be found in Chapter 7, “ACD Menu Commands.”
STEP 9: On the 
Server menu, click MAT, then click Disconnect.
STEP 10: Click 
Exit on the File menu to close the CallCenterWorX ACD system.
STEP  11: If CallCenterWorX MIS is loaded, open the MIS following the procedures in Chapter 10, Heading 1,  
“CallCenterWorX MIS Initial Setup.” and follow the procedures for the Communication Type 
TCP/IP.
STEP 12: Close the CallCenterWorX 
MIS–Setup window.
STEP 13: If not already completed, go to Heading 2.1, “MIS PC Setup for Use via TCP/IP” in this chapter and 
complete all steps. 
						

							CHAPTER 5 NDA-24213
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Issue 3.0
Configuration Procedures
Configuring the ACD Computers
Figure 5-4   ACD Computer Setup for Use with Remote MIS PC via RS-232
Read MIS menu and
command
descriptions
(Chapter 8)
Perform initial
startup  of MIS
choosing RS-232
(Chapter 10)
Close MIS
system
Start
CallCenter
WorX
ACD
(Chapter 6)
Read ACD menu and
command
descriptions
(Chapter 7)
Program ACD
system
(Chapter 9)
Installation
complete
Close ACD
system
If needed,
complete MIS PC
setup for RS-232
(Heading 2.2)
Set ACD
 Tenant Data
I/O Ports for MIS
(Chapter 9)Set ACD
Communication
Data I/O Ports for
MIS
(Chapter 9)
Verify all system
requirements available
(Chapter 2)Complete connections
(Chapter 3)Complete programming
PBX and Dterms
(Chapter 4)
Install CallCenter
WorX
Version 2 Security Key
(Chapter 6)Assemble information
(Chapter 6)
Install complete
CallCenter
WorX  suite
or
ACD Server and MAT
Client
(Chapter 6) 
						

							NDA-24213 CHAPTER 5
     Page 45
Issue 3.0
Configuration Procedures
Configuring the ACD Computers
1.3 ACD Computer Setup for Use with Remote MIS PC via RS-232
For the ACD computer communicating with a remote MIS PC via serial RS-232 connection, use the 
following procedure:
STEP 1: Verify that the system requirements specified in Table 2-3 of Chapter 2 are available.
STEP 2: Depending upon your PBX hardware, complete the connections described in Chapter 3, Heading 5, 
“PN-CC00 Connection for ACD Computer to Remote MIS PC Serially” (shown in Figure 3-7), or in 
Chapter 3, Heading 6, “PN-CC01 Connection for ACD Computer to Remote MIS PC Serially” 
(shown in Figure 3-8).
STEP 3: Complete the procedures in Chapter 4, “Programming the PBX and the D
term.”
STEP 4: Following the procedures in Chapter 6, Heading 1, “Security Key Installation Instructions,” install a 
CallCenterWorX Version 2 Security Key.
STEP  5: Read Chapter 6, Heading 2, “Installation Information Needed,” and assemble the information needed 
for installing CallCenterWorX.
STEP 6: Following the procedures in Chapter 6, Heading 3, “CallCenterWorX CD-ROM Installation 
Instructions,” install either:
The complete CallCenterWo r X suite, choosing ACD Server and MAT Client plus CallCenterWo r X 
MIS. Please note that the remote MIS PC to be configured later is not a client to the server MIS 
installation; all MIS databases are independent.
The CallCenterWo r X ACD Server and MAT Client only. 
STEP 7: Follow the procedures in Heading 4, “Starting CallCenterWorX ACD,” in Chapter 6.
STEP 8:  Program the ACD system as described in Chapter 9, “ACD Procedures.” Information on the menu 
commands and data screens can be found in Chapter 7, “ACD Menu Commands.”
STEP 9: Access the ACD Tenant Data dialog by selecting the 
Tenant Data command from the MAT menu or 
selecting the 
Tenant icon on the console Toolbar.
STEP 10: When the Tenant Data dialog displays, in the area marked “I/O Port Assignment” you will find tabs 
marked COM1 and COM2. On each tab are buttons to select “OFF” or to select “MIS” (which enables 
you to set that communication port to send and receive MIS data for this tenant). Select the 
appropriate port (
COM1 or COM2) and click the button marked MIS.
STEP 11: Click 
Update to enter your selection into the system data. The Status Bar display informs you that 
the system data has been updated. 
STEP 12: Click 
Close to exit the dialog.
STEP 13: Access the ACD Communications Data dialog by selecting 
Communications Data from the MAT 
menu
, or by selecting the Communications icon on the console Toolbar.
STEP 14: When the Communication Data dialog displays, in the area marked “I/O Ports” are two areas labeled 
“Port 1” and “Port 2” showing port type. Select the same port you specified in Step 10 above (
COM1 
or COM2) and click the MIS-2 option.
STEP 15: Click 
Update to enter this into the system data. The Status Bar display informs you that the system 
data has been updated. 
						

							CHAPTER 5 NDA-24213
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Configuration Procedures
Configuring the ACD Computers
STEP 16: Click Close to exit the dialog.
STEP 17: On the 
Server menu, click MAT, then click Disconnect.
STEP 18: Click 
Exit on the File menu to close the CallCenterWorX ACD system.
STEP 19: If the MIS was installed, read the information on the menu commands and data screens in Chapter 8, 
“MIS Menu Commands.” 
STEP  20: Perform the initial startup of the MIS system as described in Chapter 10, “MIS Procedures,” choosing 
the 
Communication Type RS-232 and setting the COM Port to agree with the port chosen in 
Step 10: and Step 14: above.
STEP 21: Close the CallCenterWorX MIS–Setup window.
STEP 22: If needed, complete the setup for the remote MIS PC using RS-232 (see this chapter, Heading 2.2).
Figure 5-5   MIS PC Setup for Use via TCP/IP
Verify all system
requirements available
(Chapter 2)Complete connections
(Chapter 3)Complete programming
PBX and Dterms
(Chapter 4)
Install MIS
Security Key
(Chapter 6)Assemble information
(Chapter 6)
Install only
CallCenter
WorX  MIS
(Chapter 6)
Read MIS menu and
command
descriptions
(Chapter 8)
Perform initial
startup of  MIS
choosing TCP/IP
(Chapter 10)
Installation
complete
Close MIS
system