NEC America, Inc | NEC 2400IMX instruction

NDA-24282

ISSUE 1

STOCK # 200874

®

CallCenterWorX-Enterprise ACD System Manual

SEPTEMBER, 2000

NEC America, Inc.

Image 1

NEC 2400IMX system manual NEC America, Inc

Contents

NEC America, Inc Liability Disclaimer NEAX2400 IMX Revision Sheet 2/7 Revision Sheet 3/7 Revision Sheet 4/7 Revision Sheet 5/7 Revision Sheet 6/7 Revision Sheet 7/7 CallCenterWorX-Enterprise ACD System Manual NEAX2400 IMX Table of Contents Table of Contents Asyd Acdhs 450 List of Figures List of Figures List of Tables This page is for your notes Introduction Circuit Card Manual Some information for commands used with the ACD SystemLocated in this manual General Information System Specifications General Information Functional Outline General Information System Configuration ELC CPUPA-16ELCJ MIS Block Diagram of ACD System Dual CPU Configuration General Information System Capacity Communication protocol Physical InterfaceTCP/IP Data Transmission Speed Mbps 4shows the outer view of Dterm Series III Agent Position Mm ⋅ 223.7 D mm Over View of Dterm Series E Agent Position General Information Supervisory Position This section defines ACD-related terms Glossary of Terms ACD Group Configuration NDA-24282 General Information Concept of Operation Mode General Information Contents Static Sensitive Handling Precautions Required Installation Installation Installation Procedures Connector leads A0 and B0 NAP-200-101 Sheet 2/3 Installation of ACD Agent Position Key Pads on ACD Agent Position Keyboard Dterm Series E Leads A0 Key Pads on Supervisory Position Keyboard Dterm Series Key Pads on Supervisory Position Keyboard Dterm Series E 10 Cable Connection between MIS and PBX Confirming the amplifiers current drain 13 Connection of Announcement Machine 14 System Configuration when IVR/Host is installed 15shows the cable connection between Host and the PBX 16shows the cable connection between IVR and the PBX PROGRAM=LOAD System DATA=LOAD System START-UP Procedure for Adding ACD Features Installation Asydl SYS1 INDEX512 Asyd SYS1INDEX513 INDEX864 Upgrading ACD System from NEAX2400 ICS to NEAX2400 IMX MIS IBMPC/AT MAT IBMPC/AT Installation Upgrading Procedure This page is for your notes Switch Setting of ACD Circuit Cards Explanation of ACD Circuit Cards PA-CP53 CPU When this circuit card is mounted in Pimb Clka CPU OPECopa Lana MBR Reset PushDown Sense SW2 OFF PIM Reset Sense SW0SW1 SW2 PH-PC22 Eapi LPRJ-A CPRAC-0 CPRAC-1 Iocope OPE/MBClkalm ACD-MIS LPRJ-A SW0 Lcma PH-PC27 Eapi PH-PC27 LPRJ-A CPRAC-0 CPRAC-1 Circuit card make idle To 7 bit Sets the non-protocol RS-232C port data length SW10 For Port SW11 SW12 MIS Port Interface SW10 5, 6 on only UP Circuit card make busySW11 5, 6 on only SW12 5, 6 on only PA-AL16 Almc SW1 SW5 SW4 For Acdp Single System Configuration For Acdp Dual System ConfigurationEmasup Down Cpusel Middle SW4 OFF Alarm Bus FixedSW5 SW6 OFF SW0 SW1 Emasup CpuselSW2 SW4 SW6 PH-PC21 Apint Down Single-system configuration or when When using this circuit card in the AcdpConnecting this circuit card to No system Acdp of dual-system configuration LPRJ-A PA-PC56-A Copy OPE OFF SW0 Sreq Sreq SW0 APM-A\EOn = System No OFF = System No PA-CP54 CPU COP ALM CLK ALM When connecting the ACD System to Normal SettingWhen the data memory of Acdp is to be For MMG ICS, UMG ICS, UMGx Memory Parity Alarm not inhibited Memory Parity Alarm InhibitedMemory Alarm NMI inhibited Memory Alarm NMI not inhibited SW3 RAM SW4 OFF On = IMX Systems APM MBROn = PA-ME34 Mounted OFF = PA-ME34 Not Mounted PA-ME34 Cram Dmwd Dmwdk Data memory area write enableData memory area write inhibited Sets the RAM area to APM-A\E Dmwdk SW0 PA-IO02-A IOC Green Remains lit while Port 1 is in on-line state On LINE1On LINE0 Green Remains lit while Port 0 is in on-line state MB REQ Setting is inhibitedOFF Line OFF SW3 Data Length 7 bits Is disabledData Length 8 bits Stop Bit 1 bits DR signal lead is not to be used to the port PB terminal becomes plus + when the portDR signal lead is to be used to the port CD signal lead is not to be used to the port RS Connector Leads Accommodation SW02 OFF Line SW0 PH-BS16 PBI ACT OPE Pwralm Eqby Pbih Pbil OPE0 OPE1 TR BSY RV BSY Pwralm ACTEqby OPE0 Pbil Pbih Switch Setting Sheet PA-GT17 Spgt Miscme Spgt SW10 Miscme SW0 Switch Setting Sheet PA-16ELCDD ELC PIMU-A BL0 For using this circuit card as 16ELC For using this circuit card as 8DLCWhen connecting Dterm 24 key type to this When not connecting Dterm 24 key type to this LT Connector Leads Accommodation of PIMU-A 1/2 NDA-24282 LT Connector Leads Accommodation of PIMU-A 2/2 LT Connector Leads Accommodation of Pimb 1/2 LT Connector Leads Accommodation of Pimb 2/2 ELC Connector Leads Accommodation of Pimb 1/2 NDA-24282 ELC Connector Leads Accommodation of Pimb 2/2 Connection Diagram Connection Diagram PIMU-A PA-16ELCH 16ELC PIMU-A Off when all the power supply circuits are normal Off when on-line operations are abnormalOff when the corresponding circuit is idle Green Remains lit while on-line operations are normal When APR-J/APA-J is connected When APR-J/APA-J is not connectedSetting of Speech Level NEAX2400 IMS Single Port Mode OFF LT Connector Leads Accommodation of PIMU-A 1 LT Connector Leads Accommodation of PIMU-A 2 LT Connector Leads Accommodation of PIMU-A 3 When the mode is 8DLC Mode/Dual Port Mode LT Connector Leads Accommodation of Pimb 1 NDA-24282 LT Connector Leads Accommodation of Pimb 2 LT1,3, 5, 8, 10 Connector When the mode is 8DLC Mode and the APR-J/APA-J is used Connecting Route Diagram PIMU-A SW0 PA-16ELCJ 16ELC When this circuit card is mounted in Pimk Palm SW01 Fixed in the system Fixed onSW00 Circuit card make busy 10 LT Connector Leads Accommodation of PIMU-A 1 10 LT Connector Lead Accommodation of PIMU-A 2 NDA-24282 E 10 LT Connector Leads Accommodation of PIMU-A 3 11 LT Connector Leads Accommodation of Pimk 1 NDA-24282 E 11 LT Connector Leads Accommodation of Pimk 2 11 LT Connector Leads Accommodation of Pimk 3 NDA-24282 E Module Slot no Switch Name Switch Shape Remarks PA-4DATA 4DAT Pimb BL7 BL4Through No BL3 MB SW11 Circuit card make busy When using as announcement equipment onlySW2 for Cir Cuit No SW8 SW7 OFFStart KEY SW12 Recording from a tape recorder. Write Circuit No make busy request cancelWR KEY Mode 12 LT Connector Leads Accommodation of PIMU-A NDA-24282 E 13 LT Connector Leads Accommodation of Pimb SW7 SW8 SW9 PIM SW1 SW2 SW3 SW4 SW5 SW6 Down PA-4DATB DAT Pime State or has not been assigned in the system Mrcs MB RQ Compression Law A-law Compression Law ∝ -lawTo be used as external hold tone source To be used as announcement equipment Start SW7 15 LT Connector Lead Accommodation PIMU-A NDA-24282 E 16 LT Connector Lead Accommodation Pime SW4 SW5 PA-4DATB DAT PA-4DTLA 4DTL Rfbs Ecsl Sfbs Rsbs SW0 OPE N-OPE BL3 BL2 BL1 BL0 SW1 Sfbs RfbsRsbs Ecsl 17 LT Connector Leads Accommodation of PIMU-A 1/2 PA-4DTLA 4DTL 18 LT Connector Leads Accommodation of Pimb 1/2 18 LT Connector Leads Accommodation of Pimb 2/2 NDA-24282 E MDF NEAX2400 IMS PA-CC98 Ether When mounting in the Pimb Case of module type ERR Sets 0, corresponding to bit 0 of MAC address DIP SwitchesSets 1, corresponding to bit 0 of MAC address Sets 0, corresponding to bit 1 of MAC address SW1 Sets 0, corresponding to bit 11 of MAC address = Fixed not used Fixed setting When operatingSets 1, corresponding to bit 11 of MAC address Rotary SW Fixed for the system Circuit Card Mounting Locations/Conditions PA-GT16 MBB LAN ALM SEG MbrqXfffffh Circuit card in operating Down Circuit card make-busy cancelStatus APM Mbrq This page is for your notes Basic Office Data Assignment Office Data Design Pattern Design of UCD station Back-up UCD for Fusion service ICT ICT Link Down Office Data Design Office Data Design ACD in a Fusion Network Data Assignment Acdccv AcdanaAcdivr Acdlog Ccvact Available Examples Data Programming Office Data Design Multiple Acdps in a Fusion Network Service Conditions IMX-U Acdp → * See Note 2 in Legend Only Fusion Network with Multiple ACDPs Example Network Configuration of ACD systems NDA-24282 E FPC no. of the node providing Acdp Asydl SYS1, INDEX865PBX Asydl SYS1, INDEX866 Asydn SYS1, INDEX533 Acno AmnoAadt Aokc Office Data Design ACD Service Feature Feature Code Service Name Feature Code Service Name None 31A Abandoned Call Search ACD 34A Assistance ACD Agent ACD Assistance ACD Agent ACD 35A Automatic Answer ACD Automatic Answer ACD 37A Availability ACD Position ACD Acdspl Auto Ready After Call Myline 80A Announcements ACD AADT/AADTN Acdccv 85A Agent Personal Queue ACD Agent Personal Queue ACD Operating Procedure Announcement Number Means an announcement service is out of service for anAnnouncement number for an individual call Individual call 86A Auto Work Mode for PBX Calls ACD 91A Analog ACD Position ACD Code Acdana ACCType ANT Acdspl Night 93A Alternate Night CCV ACD 133A Agent Anywhere ACD Asydn Asydl 20A Break Mode ACD Adyd Assign Break key to function key Adyd Assign Trktrbl to function key 21A BAD Call Notifications ACD 35A Call Distribution to Agents ACD Call Distribution to Agents ACD Operating Procedure 67A Call Transfer to Split Queue ACD None 68A Call Waiting Indication LCD DISPLAY/CW Lamp ACD 70A Calling Party Identification ACD Calling Party Identification ACD ETA 108A Call Control Vector ACDIvrdn Call Control Vector ACD Call Control Vector ACD Hang UP Blank ETA less than 11 seconds will be considered as 0 second Operating Procedure Refer to Assignment of ACD CCV Data in Chapter 110A Call Waiting Lamp with Chime ACD 127A Call Forwarding Split ACD Call Forwarding Split ACD 191A Call Recover ACD 199A Connection Displays ACD = single-digit display code 3 thru Setup the display sequence and timing for the current agentDD = double-digit display code 10 thru = number of seconds to display 3 thru 9 seconds, or 0 for Connection Displays ACD Service Conditions Queue to Split Pause Announcement Conditional Queue to Split 133A do not Disturb Split ACD Do not Disturb Split ACD 6A EMERGENCY/RECORDER ACD EMERGENCY/RECORDER ACD Service Conditions Onsg = 2 PB, 60 msec. interval CDN2CDN6 TCL = 4 Tie Line/Announcement Trunk Recording Trunk Aadtn Assign the related data of recording machineRoute number for recording machine Trunk number for recording machine 10A Function Groups Splits ACD Priority 25A Flexible ID Codes ACDPriority for the split assigned in Split 1-250 or Agent’s Preference level Flexible ID Codes ACD Service Conditions See Time of Day/Week Routing ACD T-50A 20A Holiday Scheduling ACD 31A HOT Split ACD HOT Split ACD Programming 99A Infolink Data Messages ACD Manage Call Dialed digitsSplit Status/Caller Status Request Announcement Request STN AsdtTEC Port 19A LOGON/LOGOFF Position ACD Digits maximum Logon ID 48A Language Default ACD 92A Logoff Warning ACD 28A Monitoring ACD Supervisor ACD Monitoring ACD Supervisor ACD Akyd Assign MON/BARGE function to a feature key No manual operation is required 29A Multiple Customer Groups ACDSYS1, INDEX92 SYS1, INDEX93 Operator Access Code Default LauguageSYS1, INDEX94 Name 79A Multiple Supervisor Groups Splits ACD Multiple Supervisor Groups Splits ACD Programming 88A MIS Operator Selection ACD Acdtn OPE no Operator access code Maximum 5 digits 89A Monitor ME ACD As an example KYN =KYI = FKY = Assist 90A MULTI-SPLIT Agent ACD MULTI-SPLIT Agent ACD Any Split Acdlog 12A Night Service ACD Index Acdplt Alternate Night CCVStep 14A NON-ACD Call ACD 10A Overflow ACD 19A Overflow Outside ACD Highest Priority Callers Always GO First 21A Priority Queuing ACDDetermining Trunk Caller Priority Priority Queuing ACD Programming 40A Pilot Numbers ACD 45A Personal Emergency and Assist ACD Personal Emergency and Assist ACD 1A Queuing ACD This feature is implemented through the programming of CCVs Queuing ACD Service Conditions 19A Release ACD Position ACD Akyd Assign Release function to a feature key CCV Action Ring Delay Argument 1-15 seconds 145A Ring Delay ACD 91A Splits ACD After ACD Call Mode Assist Destination Do Not Disturb Mode Every position in the ACD may be a member of the same split Stranded Calls CCV 97A Split Display ACD Position ACD 98A Split Selection ACD 108A Stranded Call Routing ACD Akyd Assign TRK Trbl function to feature key There is no LED indication when the TRK Trbl key is pressed24A Trunk Trouble Report MIS ACD 49A Tally Count ACD 50A Time of DAY/WEEK Routing ACD 51A TALLY-OH Codes ACD To 3 digits 007# Exits Work mode Sample Displays005# On an ACD call Sample Displays 006# ACD call Sample Displays Display time of longest waiting caller for a given split Vacant, Work, Break, Ready, or on an ACD call Display number of agents on break for a given split Change Night mode of a given split Turn Bad Call Notification MAT print-outs on or off Require Tally Per Call 85A Tally Required ACD Variable Queueing After Call Work Mode Timeout 5A Work Mode ACD Acdspl Work Mode Restricted Work mode timer timeout 0-9999 sec 6A Work Mode Time Limit ACD 1A ZIP Tone ACD Call Distribution to Agents C35 ACD Service Features Functional Test ProceduresAnnouncements A80 Overflow Outside-ACD O19 Break Mode B21Emergency/Recorder E6 Availability-ACD Position After Call Work A37 Abandoned Call Search A31 Trunk Trouble Report Abandoned Call SearchTrunk Trouble Report-MIS T24 MIS Terminal Functions END NAP-215-101 Sheet 1/2 ACD Incoming NAP-215-101 Sheet 2/2 ACD Incoming NAP-215-102 Sheet 1/1 Call Distribution to Agents NAP-215-103 Sheet 1/1 Priority Processing NAP-215-104 Sheet 1/1 Related commands AADT, Acdccv Trunk call origination If the weekly schedule No. is set as the incoming pathPlace a C.O. trunk call from station a To station B NAP-215-107 Sheet 1/1 Overflow NAP-215-108 Sheet 1/1 Emergency Recorder NAP-215-109 Sheet 1/1 After Call Work Manual After NAP-215-111 NAP-215-112 Sheet 1/1 Auxiliary Work NAP-215-113 Sheet 1/1 Monitoring-ACD Supervisor NAP-215-114 Sheet 1/2 NAP-215-114 Sheet 2/2 Night Service NAP-215-115 Sheet 1/1 Abandoned Call Search NAP-215-116 Sheet 1/1 Trunk Trouble Report This page is for your notes For ACD commands, see .2,ACD Commands in this chapter PBX and ACD Command Programming SYS Asyd Assignment of System DataSYS Index Data = In service 1 = Out of service ACD in Service Fixed DataTcfi timer 0 0 = 2 sec. interval = Out/In Service Service. Note ACD Announcement service 0/1=Out of service/InOAI/ACD Service Note = ACD In Service 1 = ACD Out of Service CPU ACT/ST-BY Change Function =Out of Service 1=In ServiceAcdp No System Mounting Status Indication Asydl Assignment of System Data into Local DM LDM Asydl command is comprised with System Data-1, IndexRefer to the programming sheet in the following pages 525 Example Default Gateway Address Default Gateway Address of External LANLDM Local Data Memory usage. Assign data 1 518 B4 = 0, b5 = 0 2 ports Assign 0 when the ACD service is activated in the self nodeB4 = 1, b5 = 0 8 ports FPC of the node providing IP Network Data Memory NDM usage. Assign data 1 Asydn Assignment of System Data in NDM514 533 FPC number of the node that has the standard Vndm Kind Aokc Assignment of OAI Key CodeTone NND Trbl Lens Asdt Assignment of Station DataRSC SFC System Data Programming Sheet DAY/NIGHT Asfc Assignment of Service Feature Restriction Class DataSFI RES Service Feature Restriction Class Data Programming Sheet Akyd Assignment of Key Data for Dterm LN PRE PRIPltn Plstn No Ringing Sec Not used 30 sec 20 sec 10 sec FKY Conference Redial Answer FeatureTransfer Recall Hold Speaker Dterm Key Data Programming Sheet 1/2 Dterm Key Data Programming Sheet 2/2 MNO Amno Assignment of Monitored NumberNMI UCD Chapter UGN Amnol Assignment of Monitored Number for LDMLmno Lnmi Chapter Nmno Amnon Assignment of Monitored Number for NDMNEAX2400 IMX Nnmi Chapter Route Number Must be Ring Down Trunk Acno Assignment of Conversion Number DataMonitored Number as programmed in Amno Route Number Tenant Number Monitored Number MNO Lgrt Acnol Assignment of Conversion Number Data for LDMLogical Route Number 1-254 Must be Ring Down Trunk Chapter Acnon Assignment of Conversion Number Data for NDM Chapter Msgt Aadt Assignment of Announcement/Dictation TrunksWait CNT ANT ANT/DCT Number Type Aadtn Assignment of Announcement/Dictation Trunks for NDM Availability of Disconnect Timer Available for Type = ANTLogical Route Number 1 ~ ANT/DCT Type Number General Algnn Assignment of Telephone Number Data for NDM Data Sheet Algsn Assignment of Telephone Station Data for NDM User Tenant Lens is used to specify the Telephone number Type = STN is used to specify the Telephone number Type = Acdtn Acdccv R, Acdplt R Total ACDAmno R, Acno O Acnon O, Aefr R System PBX and ACD Command Programming Setting UP the ACD IMX ACD MAT Acdtn Assignment of ACD Tenant Data Answer Timer Default LanguageTenant Number Port Assignment END Start Acdtn Description Start Asyd Acdtn DescriptionDelete the Tenant data Ivrno Acdspl Assignment of ACD Split Data Acdspl Assignment of ACD Split Data Acdspl Assignment of ACD Split Data Stranded Call CCV Call Recover TimeHOT Split Assign the Split data Start Description AcdtnEND Start Description Acdspl Remove the Split data Acdlog Assignment of ACD Receiver ID Code Language Login IDMULTI-SPLIT Chime Assign the agent logon ID code range 1 to Start Description AcdlogEND Start Description Acdlog Remove the ACD agent logon ID code Acdpsn Assignment of ACD Position Data Position Number ACDPSN, ALLACD Number Split Assignment Assign the station numbers for the ACD line and the PBX Start DescriptionLine Assign the key data for the ACD position Acdccv Assignment of ACD CCV Data Call Control Vectors Tenant Number Argument Tenant Number CCV Index CCV Step CCV Action Digits IVR Access number maximum Assigning and Removing Call Control Vectors Start AADT/AADTN Asdt Acdplt Acdspl Acdccv END Description Acdplt Assignment of ACD Monitor Number Route to Pilot NumberPriority Trunk Internal Trunk Group Acdtg Assignment of ACD Trunk Group DataTRK Assign the trunks as ACD circuits Start Description AcdtgEND Start Description Acdtg Remove the trunk group data Access Code Acdana Assignment of ACD Analog Split Access CodeTally Code Break Type Announcement upon successful operation SuccessFailure Announcement upon failed operation Tenant Acdivr Assignment of ACD IVR DataIVR port number associated with this directory number IVR Schedule Acdhs Assignment of ACD Holiday ScheduleStart Time Hour Minute Acdhc Start Description AcdwsEND Start Description Acdhs Hour Minute Chapter Month Acdhc Assignment of ACD Holiday CalendarDAY END Start Acdhc Description Assign the Holiday CalendarRemove the Holiday Calendar Month DAY NDA-24282CHAPTER Sun, Mon, Tue, Wed, Thu, Fri, Sat Acdws Assignment of ACD Week ScheduleCCV start time hour CCV start time minute 10 Assigning and Removing Week Schedule Information Start Acdplt Acdccv Acdws END Description Week Programming Acdcom ACD Communications Data System Information User Settings System Tenants 1 ~ Time Out Settings System Information For External ACD ACD Backup IT S E S S IO N This page is for your notes System Operations Operation of Dterm Agent POSITION/SUPERVISORY Position When ID Code is not Required ACD Call Manual Answer Mode System Operations Work Mode Set/Reset when idle Set/reset in Work Mode From Night mode to Day mode System Operations Assistance ACD System Restart Processing Maintenance System MaintenanceFault Diagnostics Fault Recovery Procedure MIS TCP/IP Link Failure Bad Call Notification 26-V LAN Interface Error ReportACD-MIS Lock UP Index 42, b2 = MIS has locked up. To be displayed when Asyd command, SYS NEC ESD System Message 4 R03 = Ether + TCP/IP Ether + TCP/IP ~ 8 IP address 60030 MAY 11 System Message 5 Q ACD-MIS Lock UP NEC ESD AUG 14 System Message 6 H BAD Call Notification NEC ESD NDA-24282 E Revision Bad Call Notification Codes Supervisor 3888 used Tally-Oh code to force logoff of agent Agent 78300 used Tally-Oh code to forcibly logoff Attendant 2 called pilot number 4350 without a held party 20 29 43 A1 00 00 45 58 AA 00 00 00 17 00 1930 System Message 26 LAN Interface Error Report NEC ESD July Fault Diagnostics ACD MIS Lock UP Shown inside Diagnostics procedures System Operations and Maintenance Manual When Message, 26-V is displayedHost is still in abnormal status? Host is out of order. Repair the Host computer Fault Recovery Procedure System Maintenance MIS Fault Recovery Procedures Acdp Appendix a GlossaryACD MAT IVR MAT Maintenance Administration Terminal CCV Appendix B Field Values for ACD Screens PBX Action Argument Description MM/DD Hhmm None Optional Digits Number Number. Options are Index CCV index and step number CCV list To be followed Splits Designates what splits are allowed All, or upNone Optional Index Step Number Table B-1 Field Values for ACD Screens 8/8 Available, ⋅ Not available, Not applicable Appendix C ACD Service in Fusion Network ACD Service in Fusion Network NDA-24282APPENDIX C This page is for your notes