NEC MA4000 manual Automated Call Distribution ACD Tab

Page 153

Advanced Features

7-23

Automated Call Distribution (ACD) Tab

The ACD tab (Figure 7-20) is used to configure the ACD system to connect large amounts of incoming calls automatically to groups composed of ACD agent positions. These calls are processed in the order of their arrival, and are distributed evenly among the ACD agent

positions in order to optimize personnel and save cost.

Information entered in the fields on the Automated Call Distribution (ACD) tab are for Phase 1 installations only.

IMPORTANT

NOTE

The ACDP software must first be installed in order to use this feature. The Installation Manager is currently not assigning the ACD database (i.e., Splits, CCVs, etc.), only the System Data.

Figure 7-20Advanced Features - ACD Tab

MA4000 Installation Manager User Guide - Revision 7

Image 153

Contents MA4000 Installation Manager NEC Infrontia, Inc Liability DisclaimerContents Project Information System Information Reports 12-1 Figures NEC Registration Wizard We Want To Know About You Figures Vii Button Template Editor Feature Type Not Assigned User Import Wizard Completing User Import Data 11-15 Tables Xii Tables MA4000 Installation Manager User Guide Revision Introduction MA4000 Installation Manager OverviewHow This Guide is Organized MA4000 Installation Manager Application Abbreviations Introduction MA4000 Installation Manager User Guide Revision Requirements Getting StartedMinimum Recommended Run MA4000 Installation Manager Installation2Installation Manager R25 InstallShield Wizard Welcome 3Installation Manager R25 InstallShield Wizard Complete 4Installation Manager R25 InstallShield Install Features Major Tasks Introduction and RequirementsBin/dmesg grep hd Step-by-Step ProcedureMount /dev/hdc /mnt/cdrom IP Address Subnet Mask Default Gateway Data Navigator General Graphical User Interface Features2Data Navigator Multi Select example 3List Box Contiguous Select example Selecting5Edit Multiple Records example List Box SortingStartup Dialog Projects tabTemplates tab New button Projects TabCreate Project Wizard Graphical User Interface Graphical User Interface Graphical User Interface Graphical User Interface 15Create Project Wizard Project Category and Notes Click the Next button to continue. -17displays Click the Next button to continue. -18displays None Other Voice Mail Click the Next button. -20displays 20Completing the Create Project Wizard 21 Projects Tab Import button22Import Project Delete buttonCancel button Delete All buttonRefresh button 25Templates Tab Templates Tab26Import Template Step Click the Delete All button. -28will display File Menu Pull-Down MenusEdit Menu Cut Ctrl+XCopy Ctrl+C Tools MenuPaste Ctrl-V Flash Card WizardManager 24 Flash Card Wizard Select the Pcmcia slot for the flash card 33Setting Initdata 34FLCVTR Program Upgrade Execute If the Data Backup Execute button is clicked, -35displays 36Welcome to the Registration Wizard Registration WizardSelect the Next button to continue. -38displays 38NEC Registration Wizard Site Information Click the Next button. -40displays IP Connection to the System. Enter the IP address Graphical User Interface Obtain SVI File Upload SVI File Activate 42NEC Registration Wizard Registration Information To activate your system, click the Next button. -44displays 44NEC Registration Wizard System Activation 45NEC Registration Wizard Congratulations PCProClipboard License Verification Tool46MAT Clipboard Network ManagerHelp Menu About MA4000 Installation Manager …Help Index … View Log File …48Primary Sections Tabs Primary SectionsPage Project Information Primary Contact Tab Company fieldContact field Phone field Title fieldMail field Address fieldLocations section Company Organization TabAs shown, you are allowed to modify the entry selected See Figure 6Confirmation Delete This Item Configure button8Edit Organization General Organization section9New Organization General Configure button Tasks Tab Project Information Project Information 15New Task General Phased Installation Tab Project Information Edit or New button 18Phased Installation New or Edit ButtonPage Hardware Information Options Tab Project Name fieldSystem Type field Dual Time Division check box Dual CPU check boxUnit 6U Physical Chassis check box System Options sectionIP Phone Type field Connect Type sectionName Display and Name Display Length fields TCP/IP optionSetup IP... button User ID and Password fields optionalHardware Information Hardware Information Hardware Information Media Gateway and Circuit Cards 8Female DB9 to Female DB9 Straight Through Cable example 10New Circuit Card Univerge SV8500 Example 11Example Media Gateway MG 1.5M Edit Circuit Card Delete buttonCircuit Card Field Definitions Operate Unit in SIP Mode Installation PhaseSend Answer Signal Signal Ch. Route NameSetup button Media Gateway Setup buttonApplicable, and then click the Next button. -14 displays 14Media Gateway Setup Wizard Select Values When the Media Gateway setup is complete, -16displays 16Media Gateway Setup Wizard Operation Completed Signaling Server SIP Server Including MPHHardware Information Name Description field Installation Phase fieldSpeech Channels field New IP Address fieldVoice Mail Tab Voice Mail System Exchange Information Active DIrectory InformationVoice Mail Station Ports Move Up and Move Down buttons Security Tab Terminal Authentication field One-Time Password fieldTerminal/Equipment Security Expires fieldPage System Information Station Ranges Tab Station Range section Description fieldSubline section Reserved Stations section Office Code sectionEnter a meaningful description of the range being defined System Information When the Edit or New buttons are selected, -8displays Access Codes TabFeature Description drop-down field Speed Calling Tab Feature Restrictions SFI-12 settings. See Figure10Edit System Speed Calling Advanced Features Range or numbers that will not be assigned to users System Features Asyd TabExample Data = 19. Bit 0, 3, and 4 are set Format Feature Restrictions Tab 4Advanced Features Feature Restrictions Tab 5Edit Service Feature Restrictions SFC Day Tab 6Edit Service Feature Restrictions SFC Night Tab Route Restrictions Tab 7Advanced Features Route Restrictions Tab 8Edit RSC Day Tab RSC Edit buttonAdvanced Features 10Edit Toll Outgoing Connection Day Tab New Toll button11Edit Toll Outgoing Connection Night Tab Selecting the Add button displays Figure 13Edit Route Toll Restriction Least Cost Routing LCR Tab 15Edit System Features Default LCR check box16Edit Least Cost Routing Pattern 17Edit Time of Day Patterns 18Edit Least Cost Routing Data Select the Priority Restriction Class Automated Call Distribution ACD Tab 21 Edit ACD Disable ACD Automated Call Distribution check boxOpen Application Interface OAI Tab 23Edit OAI New Advanced Features Monitor Number Tab 26Advanced Features Monitor Number Tab27Monitor Number New or Edit UCD Hunt Group field28Edit UCD Group Template User Assignments User Assignments User Assignments User Assignments Delete User button Add User buttonLast Name field User Assignments New or Edit UserFirst Name field Phone Name Display fieldPhone Model field Location fieldPhone Model Browse button Phone Model field13, and -14display the Button Template editor Button Template fieldMacros Feature Type fieldButton Template Editor Edit Button Template Tab Name field Key Data Programming listFeature By Name field Clear Keys buttonButton Label field Ring Type field Station Value fieldUser Assignments Button Template Editor Advanced Tab OptionsField Options 14Button Template Editor Information Tab Button Template Editor Information TabStation Range Type field Manual OptionStation Range Service Restrictions SFC field Route Restrictions RSC fieldCall Forward field Option Synchronize with VM Server button Voice Mail TemplateReset Values to Default button Pickup field Group Memberships sectionMove Down button Move Up button22 Select Users User Assignments Hunt Circular/Pilot Hunt FieldsUser Assignments User Assignments User Assignments Hunt UCD Misc Section Phone Hardware Accessories fieldJack ID field Old Phone Number fieldOption Series Series E Common Listing Remarks User Assignments Import button Tab delimited Comma delimitedWelcome Panel 33User Import Wizard Import File Comma Space Tab 35Select Import Value Field Names 36Default Values Field Mapping 37Column Match Default Values 38User Import Wizard Completing User Import Data 39Save As Export Users Export buttonUser Assignments Update Wizard button 42User Update Wizard Select Operation 43User Update Wizard Select Values 44User Update Wizard Verify Settings Click the Finish button Page Assignments section Figure Group AssignmentsEdit Pickup Group Group Assignments New button When the user selects the New button, -4displays Group Assignments Group Assignments 7New Hunt Group Pilot Template Group Group Assignments Group Assignments Group Assignments Group Assignments 12New Pickup Group Template Information Circuit Card Assignments 2NEAX IPX / IPX DM / Univerge IPX Circuit Card Assignments 4NEAX IPX UMG Circuit Card Assignments Creating a New Circuit Card Assignment UMGData Ch. Route Name The B-channel name 5UNVERGE SV8500 Circuit Card Assignments Zoom Out button Zoom In buttonNew Chassis Page Install Page Select the features to use during installation 3Phased Installation Check List 4Compile User Phone Assignments Progress 5Installation Warning Stop Installation Query Click the Initialize Flash Card ... button When complete exit the program. -31and -7or -8displays 8Installing IPX Flash Card When the Registration Wizard process finishes, -10displays 10Backup/Restore Voice Server Data Memory 11Media Gateway Setup After the installation plan upload finishes, -13displays Click the Next button. -14displays Click the Finish button to complete the installation process Install MA4000 Installation Manager User Guide Revision Reports General Tab Reports Creating and Printing a Report or Desi LabelReports Reports MA4000 Installation Manager User Guide Revision Productivity Features UC Suite MA4000 Manager Configuration TabClipboard Location DiversityProductivity Features 13-3 UC Suite MA4000 Manager Enter the MA4000 connection and transfer settings describedField Description Productivity Features Read the warning information then click Continue Location DiversityTEC LEN Location Diversity Fccs TabProductivity Features 13-9 Location Diversity Station Backup Tab Designating Primary, Secondary, and Tertiary Backup Stations Editing Existing Backup Stations FPC Pnum IP-KIND SFC RSC STN Deleting Existing Backup Stations Productivity Features 13-15 FPC Location Diversity Station Pool Data TabCreating New Station Pool Data Editing Station Pool Data Location Diversity Key Template Tab Creating or Editing a Key Template Myline Deleting an Existing Key Template Location Diversity Advf Tab Assignment of Default Value for Fccs Location Diversity17Location Diversity Afcmn Tab Location Diversity Afcmn TabProductivity Features 13-25 18Location Diversity Upload Tab Location Diversity Upload Tab19Location Diversity Upload Compile Management Tab Fusion Network ManagerRegistration Wizard Software Key Code Diagnostic TabMaintenance Tab Flash Card WizardPCPro Page MA4000 Installation Manager User Guide

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