ACD Service Features Functional Test Procedures | NEC 2400IMX

CHAPTER 6 ACD SERVICE FEATURES FUNCTIONAL TEST PROCEDURES

After the installation test following by “Installation Manual”, test the ACD service features following the flowchart

below. The names listed within of each NAP are the names of the ACD services. Also refer to the detailed description of the services in Section 3,“ACD Service Feature” of Chapter 5.

START

ACD Incoming

Call Distribution to Agents

Priority Processing

Automatic Call Distribution

Delay Announcement

ACD service feature names tested in each NAP

NAP-215-101

Automatic Answer (A35) Calling Party Identification (Character Display for ACD) (C70) Log-on/Log-off (L19) Release-ACD Position (R19)

Split Section (S98) Zip tone (Z1)

NAP-215-102

Call Distribution to Agents (C35)

NAP-215-103

Call Waiting Indication-LCD Display/CW

Lamp (C68)

Priority Queuing (P21)

Queuing-ACD (Q-1)

NAP-215-104

Automatic Call Distribution

NAP-215-105

Announcements (A80)

A

NDA-24282 (E)	CHAPTER 6
	Page 311
	Revision 1.0

Image 330

NEC 2400IMX ACD Service Features Functional Test Procedures, Call Distribution to Agents C35, Announcements A80

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 NEAX2400 IMX CallCenterWorX-Enterprise ACD System Manual 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 Some information for commands used with the ACD System Circuit Card ManualLocated in this manual General Information System Specifications General Information Functional Outline General Information System Configuration PA-16ELCJ CPUELC MIS Block Diagram of ACD System Dual CPU Configuration General Information System Capacity TCP/IP Physical InterfaceCommunication protocol Data Transmission Speed Mbps Mm ⋅ 223.7 D mm 4shows the outer view of Dterm Series III Agent Position Over View of Dterm Series E Agent Position General Information Supervisory Position Glossary of Terms This section defines ACD-related terms ACD Group Configuration NDA-24282 General Information Concept of Operation Mode General Information Installation Contents Static Sensitive Handling Precautions Required 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 System START-UP Procedure for Adding ACD Features PROGRAM=LOAD System DATA=LOAD Installation INDEX513 Asyd SYS1Asydl SYS1 INDEX512 INDEX864 Upgrading ACD System from NEAX2400 ICS to NEAX2400 IMX MAT IBMPC/AT MIS 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 Copa CPU OPEClka Lana Down Reset PushMBR Sense SW2 OFF SW1 Reset Sense SW0PIM SW2 PH-PC22 Eapi LPRJ-A CPRAC-0 CPRAC-1 OPE/MB IocopeClkalm ACD-MIS Lcma LPRJ-A SW0 PH-PC27 Eapi PH-PC27 LPRJ-A CPRAC-0 CPRAC-1 Circuit card make idle SW10 For Port SW11 SW12 MIS Port Interface To 7 bit Sets the non-protocol RS-232C port data length SW11 5, 6 on only UP Circuit card make busySW10 5, 6 on only SW12 5, 6 on only PA-AL16 Almc SW1 SW5 SW4 Emasup For Acdp Dual System ConfigurationFor Acdp Single System Configuration Down Cpusel Middle SW5 Alarm Bus FixedSW4 OFF SW6 OFF SW2 SW4 Emasup CpuselSW0 SW1 SW6 PH-PC21 Apint Down Connecting this circuit card to No system When using this circuit card in the AcdpSingle-system configuration or when Acdp of dual-system configuration LPRJ-A PA-PC56-A Copy OPE Sreq OFF SW0 On = System No APM-A\ESreq SW0 OFF = System No PA-CP54 CPU CLK ALM COP ALM When the data memory of Acdp is to be Normal SettingWhen connecting the ACD System to For MMG ICS, UMG ICS, UMGx Memory Alarm NMI inhibited Memory Parity Alarm InhibitedMemory Parity Alarm not inhibited Memory Alarm NMI not inhibited RAM SW3 SW4 OFF On = PA-ME34 Mounted APM MBROn = IMX Systems OFF = PA-ME34 Not Mounted PA-ME34 Cram Dmwd Data memory area write inhibited Data memory area write enableDmwdk Sets the RAM area to APM-A\E Dmwdk SW0 PA-IO02-A IOC On LINE0 On LINE1Green Remains lit while Port 1 is in on-line state Green Remains lit while Port 0 is in on-line state OFF Line Setting is inhibitedMB REQ OFF SW3 Data Length 8 bits Is disabledData Length 7 bits Stop Bit 1 bits DR signal lead is to be used to the port PB terminal becomes plus + when the portDR signal lead is not to be used to the port CD signal lead is not to be used to the port RS Connector Leads Accommodation OFF Line SW0 SW02 PH-BS16 PBI ACT OPE Pwralm Eqby Pbih Pbil OPE0 OPE1 TR BSY RV BSY Eqby ACTPwralm OPE0 Pbih Pbil Switch Setting Sheet PA-GT17 Spgt Miscme Spgt SW10 Switch Setting Sheet Miscme SW0 PA-16ELCDD ELC PIMU-A BL0 When connecting Dterm 24 key type to this For using this circuit card as 8DLCFor using this circuit card as 16ELC 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 the corresponding circuit is idle Off when on-line operations are abnormalOff when all the power supply circuits are normal Green Remains lit while on-line operations are normal Setting of Speech Level NEAX2400 IMS When APR-J/APA-J is not connectedWhen APR-J/APA-J is connected Single Port Mode OFF LT Connector Leads Accommodation of PIMU-A 1 LT Connector Leads Accommodation of PIMU-A 2 When the mode is 8DLC Mode/Dual Port Mode LT Connector Leads Accommodation of PIMU-A 3 LT Connector Leads Accommodation of Pimb 1 NDA-24282 LT Connector Leads Accommodation of Pimb 2 When the mode is 8DLC Mode and the APR-J/APA-J is used LT1,3, 5, 8, 10 Connector Connecting Route Diagram PIMU-A SW0 PA-16ELCJ 16ELC When this circuit card is mounted in Pimk Palm Fixed on SW01 Fixed in the systemSW00 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 Through No BL4BL7 BL3 SW2 for Cir When using as announcement equipment onlyMB SW11 Circuit card make busy Cuit No SW7 OFF SW8Start KEY WR KEY Circuit No make busy request cancelSW12 Recording from a tape recorder. Write Mode 12 LT Connector Leads Accommodation of PIMU-A NDA-24282 E 13 LT Connector Leads Accommodation of Pimb PIM SW1 SW2 SW3 SW4 SW5 SW6 SW7 SW8 SW9 Down PA-4DATB DAT Pime State or has not been assigned in the system MB RQ Mrcs To be used as external hold tone source Compression Law ∝ -lawCompression Law A-law To be used as announcement equipment SW7 Start 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 Rsbs RfbsSfbs 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 1, corresponding to bit 0 of MAC address DIP SwitchesSets 0, corresponding to bit 0 of MAC address Sets 0, corresponding to bit 1 of MAC address Sets 1, corresponding to bit 11 of MAC address = Fixed not used Fixed setting When operatingSW1 Sets 0, corresponding to bit 11 of MAC address Rotary SW Fixed for the system PA-GT16 MBB Circuit Card Mounting Locations/Conditions LAN ALM Mbrq SEGXfffffh Status Down Circuit card make-busy cancelCircuit card in operating APM Mbrq This page is for your notes Office Data Design Basic Office Data Assignment Design of UCD station Pattern Back-up UCD for Fusion service ICT ICT Link Down Office Data Design Office Data Design ACD in a Fusion Network Data Assignment Acdivr AcdanaAcdccv Acdlog Ccvact Examples Available Data Programming Office Data Design Multiple Acdps in a Fusion Network Service Conditions IMX-U Acdp Only → * See Note 2 in Legend Fusion Network with Multiple ACDPs Example Network Configuration of ACD systems NDA-24282 E Asydl SYS1, INDEX865 FPC no. of the node providing AcdpPBX Asydl SYS1, INDEX866 Asydn SYS1, INDEX533 Aadt AmnoAcno Aokc Office Data Design ACD Service Feature Feature Code Service Name Feature Code Service Name 31A Abandoned Call Search ACD None 34A Assistance ACD Agent ACD Assistance ACD Agent ACD 35A Automatic Answer ACD Automatic Answer ACD 37A Availability ACD Position ACD Myline Acdspl Auto Ready After Call 80A Announcements ACD AADT/AADTN Acdccv 85A Agent Personal Queue ACD Agent Personal Queue ACD Operating Procedure Announcement number for an individual call Means an announcement service is out of service for anAnnouncement Number Individual call 86A Auto Work Mode for PBX Calls ACD 91A Analog ACD Position ACD Type Acdana ACCCode ANT 93A Alternate Night CCV ACD Acdspl Night 133A Agent Anywhere ACD Asydl Asydn 20A Break Mode ACD Adyd Assign Break key to function key 21A BAD Call Notifications ACD Adyd Assign Trktrbl to function key 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 108A Call Control Vector ACD ETAIvrdn 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 DD = double-digit display code 10 thru Setup the display sequence and timing for the current agent= single-digit display code 3 thru = number of seconds to display 3 thru 9 seconds, or 0 for Connection Displays ACD Service Conditions 133A do not Disturb Split ACD Queue to Split Pause Announcement Conditional Queue to Split Do not Disturb Split ACD 6A EMERGENCY/RECORDER ACD EMERGENCY/RECORDER ACD Service Conditions CDN6 CDN2Onsg = 2 PB, 60 msec. interval TCL = 4 Tie Line/Announcement Trunk Route number for recording machine Aadtn Assign the related data of recording machineRecording Trunk Trunk number for recording machine 10A Function Groups Splits ACD Priority for the split assigned in Split 1-250 or Agent’s 25A Flexible ID Codes ACDPriority Preference level Flexible ID Codes ACD Service Conditions 20A Holiday Scheduling ACD See Time of Day/Week Routing ACD T-50A 31A HOT Split ACD HOT Split ACD Programming 99A Infolink Data Messages ACD Split Status/Caller Status Request Dialed digitsManage Call Announcement Request TEC AsdtSTN Port 19A LOGON/LOGOFF Position ACD Logon ID Digits maximum 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 SYS1, INDEX92 29A Multiple Customer Groups ACDNo manual operation is required SYS1, INDEX93 SYS1, INDEX94 Default LauguageOperator Access Code Name 79A Multiple Supervisor Groups Splits ACD Multiple Supervisor Groups Splits ACD Programming Acdtn OPE no Operator access code Maximum 5 digits 88A MIS Operator Selection ACD 89A Monitor ME ACD KYN = As an exampleKYI = FKY = Assist 90A MULTI-SPLIT Agent ACD MULTI-SPLIT Agent ACD Any Split Acdlog 12A Night Service ACD Acdplt Alternate Night CCV IndexStep 14A NON-ACD Call ACD 10A Overflow ACD 19A Overflow Outside ACD 21A Priority Queuing ACD Highest Priority Callers Always GO FirstDetermining 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 Akyd Assign Release function to a feature key 19A Release ACD Position ACD 145A Ring Delay ACD CCV Action Ring Delay Argument 1-15 seconds After ACD Call Mode 91A Splits ACD Assist Destination Do Not Disturb Mode Stranded Calls CCV Every position in the ACD may be a member of the same split 97A Split Display ACD Position ACD 98A Split Selection ACD 108A Stranded Call Routing ACD There is no LED indication when the TRK Trbl key is pressed Akyd Assign TRK Trbl function to feature key24A Trunk Trouble Report MIS ACD 49A Tally Count ACD 50A Time of DAY/WEEK Routing ACD 51A TALLY-OH Codes ACD 005# On an ACD call Sample Displays 007# Exits Work mode Sample DisplaysTo 3 digits 006# ACD call Sample Displays Vacant, Work, Break, Ready, or on an ACD call Display time of longest waiting caller for a given split Change Night mode of a given split Display number of agents on break for a given split Turn Bad Call Notification MAT print-outs on or off 85A Tally Required ACD Require Tally Per Call Variable Queueing 5A Work Mode ACD After Call Work Mode Timeout Acdspl Work Mode Restricted 6A Work Mode Time Limit ACD Work mode timer timeout 0-9999 sec 1A ZIP Tone ACD ACD Service Features Functional Test Procedures Call Distribution to Agents C35Announcements A80 Emergency/Recorder E6 Break Mode B21Overflow Outside-ACD O19 Availability-ACD Position After Call Work A37 Trunk Trouble Report-MIS T24 MIS Terminal Functions Abandoned Call SearchAbandoned Call Search A31 Trunk Trouble Report 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 Place a C.O. trunk call from station a If the weekly schedule No. is set as the incoming pathTrunk call origination 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 PBX and ACD Command Programming For ACD commands, see .2,ACD Commands in this chapter SYS Index Asyd Assignment of System DataSYS Data Tcfi timer 0 0 = 2 sec. interval ACD in Service Fixed Data= In service 1 = Out of service = Out/In Service OAI/ACD Service Note ACD Announcement service 0/1=Out of service/InService. Note = ACD In Service 1 = ACD Out of Service =Out of Service 1=In Service CPU ACT/ST-BY Change FunctionAcdp No System Mounting Status Indication Asydl command is comprised with System Data-1, Index Asydl Assignment of System Data into Local DM LDMRefer to the programming sheet in the following pages LDM Local Data Memory usage. Assign data 1 Default Gateway Address of External LAN525 Example Default Gateway Address 518 B4 = 1, b5 = 0 8 ports Assign 0 when the ACD service is activated in the self nodeB4 = 0, b5 = 0 2 ports FPC of the node providing IP 514 Asydn Assignment of System Data in NDMNetwork Data Memory NDM usage. Assign data 1 533 FPC number of the node that has the standard Vndm Tone Aokc Assignment of OAI Key CodeKind NND Trbl RSC Asdt Assignment of Station DataLens SFC System Data Programming Sheet SFI Asfc Assignment of Service Feature Restriction Class DataDAY/NIGHT RES Service Feature Restriction Class Data Programming Sheet Akyd Assignment of Key Data for Dterm Pltn PRILN PRE Plstn FKY No Ringing Sec Not used 30 sec 20 sec 10 sec Transfer Recall Hold Answer FeatureConference Redial Speaker Dterm Key Data Programming Sheet 1/2 Dterm Key Data Programming Sheet 2/2 NMI Amno Assignment of Monitored NumberMNO UCD Chapter Lmno Amnol Assignment of Monitored Number for LDMUGN Lnmi Chapter NEAX2400 IMX Amnon Assignment of Monitored Number for NDMNmno Nnmi Chapter Acno Assignment of Conversion Number Data Route Number Must be Ring Down TrunkMonitored Number as programmed in Amno Route Number Tenant Number Monitored Number MNO Acnol Assignment of Conversion Number Data for LDM LgrtLogical Route Number 1-254 Must be Ring Down Trunk Chapter Acnon Assignment of Conversion Number Data for NDM Chapter Wait Aadt Assignment of Announcement/Dictation TrunksMsgt CNT ANT ANT/DCT Number Type Availability of Disconnect Timer Available for Type = ANT Aadtn Assignment of Announcement/Dictation Trunks for NDMLogical Route Number 1 ~ ANT/DCT Type Number Algnn Assignment of Telephone Number Data for NDM General 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 Amno R, Acno O Acnon O, Aefr R Total ACDAcdccv R, Acdplt R System PBX and ACD Command Programming Setting UP the ACD IMX ACD MAT Acdtn Assignment of ACD Tenant Data Tenant Number Default LanguageAnswer Timer Port Assignment Start Asyd Acdtn Description END Start Acdtn DescriptionDelete the Tenant data Ivrno Acdspl Assignment of ACD Split Data Acdspl Assignment of ACD Split Data Acdspl Assignment of ACD Split Data Call Recover Time Stranded Call CCVHOT Split END Start Description Acdspl Start Description AcdtnAssign the Split data Remove the Split data Acdlog Assignment of ACD Receiver ID Code MULTI-SPLIT Login IDLanguage Chime END Start Description Acdlog Start Description AcdlogAssign the agent logon ID code range 1 to Remove the ACD agent logon ID code Acdpsn Assignment of ACD Position Data ACD Number ACDPSN, ALLPosition Number Split Assignment Line Start DescriptionAssign the station numbers for the ACD line and the PBX Assign the key data for the ACD position Acdccv Assignment of ACD CCV Data Call Control Vectors Tenant Number Tenant Number CCV Index CCV Step CCV Action Argument IVR Access number maximum Digits Start AADT/AADTN Asdt Acdplt Acdspl Acdccv END Description Assigning and Removing Call Control Vectors Acdplt Assignment of ACD Monitor Number Priority Trunk Pilot NumberRoute to Internal Acdtg Assignment of ACD Trunk Group Data Trunk GroupTRK END Start Description Acdtg Start Description AcdtgAssign the trunks as ACD circuits Remove the trunk group data Tally Code Acdana Assignment of ACD Analog Split Access CodeAccess Code Break Type Failure SuccessAnnouncement upon successful operation Announcement upon failed operation Acdivr Assignment of ACD IVR Data TenantIVR port number associated with this directory number IVR Start Time Hour Acdhs Assignment of ACD Holiday ScheduleSchedule Minute Start Description Acdws AcdhcEND Start Description Acdhs Hour Minute Chapter Acdhc Assignment of ACD Holiday Calendar MonthDAY Assign the Holiday Calendar END Start Acdhc DescriptionRemove the Holiday Calendar Month DAY NDA-24282CHAPTER CCV start time hour Acdws Assignment of ACD Week ScheduleSun, Mon, Tue, Wed, Thu, Fri, Sat CCV start time minute Start Acdplt Acdccv Acdws END Description 10 Assigning and Removing Week Schedule Information Week Acdcom ACD Communications Data Programming User Settings System Information System Tenants 1 ~ Time Out Settings System Information ACD Backup For External ACD 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 Fault Diagnostics System MaintenanceMaintenance Fault Recovery Procedure MIS Bad Call Notification 26-V LAN Interface Error Report TCP/IP Link FailureACD-MIS Lock UP MIS has locked up. To be displayed when Asyd command, SYS Index 42, b2 = 03 = Ether + TCP/IP System Message 4 RNEC ESD Ether + TCP/IP 60030 ~ 8 IP address System Message 5 Q ACD-MIS Lock UP NEC ESD MAY 11 System Message 6 H BAD Call Notification NEC ESD AUG 14 NDA-24282 E Revision Bad Call Notification Codes Agent 78300 used Tally-Oh code to forcibly logoff Supervisor 3888 used Tally-Oh code to force logoff of agent Attendant 2 called pilot number 4350 without a held party 20 29 43 A1 00 00 45 58 AA 00 00 00 17 00 System Message 26 LAN Interface Error Report NEC ESD July 1930 Fault Diagnostics Shown inside Diagnostics procedures ACD MIS Lock UP Host is still in abnormal status? When Message, 26-V is displayedSystem Operations and Maintenance Manual Host is out of order. Repair the Host computer Fault Recovery Procedure System Maintenance MIS Fault Recovery Procedures ACD MAT Appendix a GlossaryAcdp IVR Maintenance Administration Terminal MAT Appendix B Field Values for ACD Screens CCV PBX Action Argument Description Hhmm MM/DD None Optional Digits Number Number. Options are Index CCV index and step number Splits Designates what splits are allowed All, or up CCV list To be followedNone Optional Index Step Number Table B-1 Field Values for ACD Screens 8/8 Appendix C ACD Service in Fusion Network Available, ⋅ Not available, Not applicable ACD Service in Fusion Network NDA-24282APPENDIX C This page is for your notes