Overflow Outside-ACD O19, Emergency/Recorder E6 | NEC 2400IMX

ACD SERVICE FEATURES FUNCTIONAL TEST PROCEDURES

A

Center Closed Announcement

Overflow

Emergency Recorder

After Call Work (Manual)

After Call Work (Automatic)

Assistance

Auxiliary Work

Monitoring-ACD Supervisor

Night Service

NAP-215-106

Announcements (A80)

NAP-215-107

Overflow Outside-ACD (O19)

NAP-215-108

Emergency/Recorder (E6)

NAP-215-109

NAP-215-110

Availability-ACD Position (After Call Work) (A37)

NAP-215-111

Assistance-ACD Agent (A34)

NAP-215-112

Break Mode (B21)

NAP-215-113

Monitoring-ACD Supervisor (M28)

NAP-215-114

Announcements (A80)

Call Control Vector (C108)

Call Forwarding Split (C127)

Night Service-ACD (N12)

B

CHAPTER 6	NDA-24282 (E)
Page 312
Revision 1.0

Image 331

NEC 2400IMX Overflow Outside-ACD O19, Emergency/Recorder E6, Availability-ACD Position After Call Work A37, Break Mode B21

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 MIS CPUELC PA-16ELCJ Block Diagram of ACD System Dual CPU Configuration General Information System Capacity Data Transmission Speed Mbps Physical InterfaceCommunication protocol TCP/IP 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 INDEX864 Asyd SYS1Asydl SYS1 INDEX512 INDEX513 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 Lana CPU OPEClka Copa Sense Reset PushMBR Down SW2 OFF SW2 Reset Sense SW0PIM SW1 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 SW12 5, 6 on only UP Circuit card make busySW10 5, 6 on only SW11 5, 6 on only PA-AL16 Almc SW1 SW5 SW4 Down Cpusel Middle For Acdp Dual System ConfigurationFor Acdp Single System Configuration Emasup SW6 OFF Alarm Bus FixedSW4 OFF SW5 SW6 Emasup CpuselSW0 SW1 SW2 SW4 PH-PC21 Apint Down Acdp of dual-system configuration When using this circuit card in the AcdpSingle-system configuration or when Connecting this circuit card to No system LPRJ-A PA-PC56-A Copy OPE OFF SW0 Sreq OFF = System No APM-A\ESreq SW0 On = System No PA-CP54 CPU COP ALM CLK ALM For MMG ICS, UMG ICS, UMGx Normal SettingWhen connecting the ACD System to When the data memory of Acdp is to be Memory Alarm NMI not inhibited Memory Parity Alarm InhibitedMemory Parity Alarm not inhibited Memory Alarm NMI inhibited SW3 RAM SW4 OFF OFF = PA-ME34 Not Mounted APM MBROn = IMX Systems On = PA-ME34 Mounted PA-ME34 Cram Dmwd Sets the RAM area to Data memory area write enableDmwdk Data memory area write inhibited APM-A\E Dmwdk SW0 PA-IO02-A IOC Green Remains lit while Port 0 is in on-line state On LINE1Green Remains lit while Port 1 is in on-line state On LINE0 OFF SW3 Setting is inhibitedMB REQ OFF Line Stop Bit 1 bits Is disabledData Length 7 bits Data Length 8 bits CD signal lead is not to be used to the port PB terminal becomes plus + when the portDR signal lead is not to be used to the port DR signal lead is 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 OPE0 ACTPwralm Eqby Pbil Pbih Switch Setting Sheet PA-GT17 Spgt Miscme Spgt SW10 Miscme SW0 Switch Setting Sheet PA-16ELCDD ELC PIMU-A BL0 When not connecting Dterm 24 key type to this For using this circuit card as 8DLCFor using this circuit card as 16ELC When 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 Green Remains lit while on-line operations are normal Off when on-line operations are abnormalOff when all the power supply circuits are normal Off when the corresponding circuit is idle Single Port Mode When APR-J/APA-J is not connectedWhen APR-J/APA-J is connected Setting of Speech Level NEAX2400 IMS 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 BL3 BL4BL7 Through No Cuit No When using as announcement equipment onlyMB SW11 Circuit card make busy SW2 for Cir SW8 SW7 OFFStart KEY Mode Circuit No make busy request cancelSW12 Recording from a tape recorder. Write WR KEY 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 To be used as announcement equipment Compression Law ∝ -lawCompression Law A-law To be used as external hold tone source 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 Ecsl RfbsSfbs Rsbs 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 1 of MAC address DIP SwitchesSets 0, corresponding to bit 0 of MAC address Sets 1, corresponding to bit 0 of MAC address Rotary SW = Fixed not used Fixed setting When operatingSW1 Sets 0, corresponding to bit 11 of MAC address Sets 1, corresponding to bit 11 of MAC address Fixed for the system Circuit Card Mounting Locations/Conditions PA-GT16 MBB LAN ALM SEG MbrqXfffffh APM Mbrq Down Circuit card make-busy cancelCircuit card in operating Status 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 Acdlog AcdanaAcdccv Acdivr 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 Aokc AmnoAcno Aadt 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 Individual call Means an announcement service is out of service for anAnnouncement Number Announcement number for an individual call 86A Auto Work Mode for PBX Calls ACD 91A Analog ACD Position ACD ANT Acdana ACCCode Type 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 = number of seconds to display 3 thru 9 seconds, or 0 for Setup the display sequence and timing for the current agent= single-digit display code 3 thru DD = double-digit display code 10 thru 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 TCL = 4 Tie Line/Announcement Trunk CDN2Onsg = 2 PB, 60 msec. interval CDN6 Trunk number for recording machine Aadtn Assign the related data of recording machineRecording Trunk Route number for recording machine 10A Function Groups Splits ACD Preference level 25A Flexible ID Codes ACDPriority Priority for the split assigned in Split 1-250 or Agent’s 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 Announcement Request Dialed digitsManage Call Split Status/Caller Status Request Port AsdtSTN TEC 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 SYS1, INDEX93 29A Multiple Customer Groups ACDNo manual operation is required SYS1, INDEX92 Name Default LauguageOperator Access Code SYS1, INDEX94 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 006# ACD call Sample Displays 007# Exits Work mode Sample DisplaysTo 3 digits 005# On an 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 Availability-ACD Position After Call Work A37 Break Mode B21Overflow Outside-ACD O19 Emergency/Recorder E6 END Abandoned Call SearchAbandoned Call Search A31 Trunk Trouble Report Trunk Trouble Report-MIS T24 MIS Terminal Functions 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 To station B If the weekly schedule No. is set as the incoming pathTrunk call origination Place a C.O. trunk call from station a 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 Data Asyd Assignment of System DataSYS SYS Index = Out/In Service ACD in Service Fixed Data= In service 1 = Out of service Tcfi timer 0 0 = 2 sec. interval = ACD In Service 1 = ACD Out of Service ACD Announcement service 0/1=Out of service/InService. Note OAI/ACD Service Note 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 518 Default Gateway Address of External LAN525 Example Default Gateway Address LDM Local Data Memory usage. Assign data 1 FPC of the node providing IP Assign 0 when the ACD service is activated in the self nodeB4 = 0, b5 = 0 2 ports B4 = 1, b5 = 0 8 ports 533 FPC number of the node that has the standard Vndm Asydn Assignment of System Data in NDMNetwork Data Memory NDM usage. Assign data 1 514 NND Aokc Assignment of OAI Key CodeKind Tone Trbl SFC Asdt Assignment of Station DataLens RSC System Data Programming Sheet RES Asfc Assignment of Service Feature Restriction Class DataDAY/NIGHT SFI Service Feature Restriction Class Data Programming Sheet Akyd Assignment of Key Data for Dterm Plstn PRILN PRE Pltn No Ringing Sec Not used 30 sec 20 sec 10 sec FKY Speaker Answer FeatureConference Redial Transfer Recall Hold Dterm Key Data Programming Sheet 1/2 Dterm Key Data Programming Sheet 2/2 UCD Amno Assignment of Monitored NumberMNO NMI Chapter Lnmi Amnol Assignment of Monitored Number for LDMUGN Lmno Chapter Nnmi Amnon Assignment of Monitored Number for NDMNmno NEAX2400 IMX 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 CNT Aadt Assignment of Announcement/Dictation TrunksMsgt Wait 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 System Total ACDAcdccv R, Acdplt R Amno R, Acno O Acnon O, Aefr R PBX and ACD Command Programming Setting UP the ACD IMX ACD MAT Acdtn Assignment of ACD Tenant Data Port Assignment Default LanguageAnswer Timer Tenant Number 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 Remove the Split data Start Description AcdtnAssign the Split data END Start Description Acdspl Acdlog Assignment of ACD Receiver ID Code Chime Login IDLanguage MULTI-SPLIT Remove the ACD agent logon ID code Start Description AcdlogAssign the agent logon ID code range 1 to END Start Description Acdlog Acdpsn Assignment of ACD Position Data Split Assignment ACDPSN, ALLPosition Number ACD Number Assign the key data for the ACD position Start DescriptionAssign the station numbers for the ACD line and the PBX Line 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 Internal Pilot NumberRoute to Priority Trunk Trunk Group Acdtg Assignment of ACD Trunk Group DataTRK Remove the trunk group data Start Description AcdtgAssign the trunks as ACD circuits END Start Description Acdtg Break Type Acdana Assignment of ACD Analog Split Access CodeAccess Code Tally Code Announcement upon failed operation SuccessAnnouncement upon successful operation Failure Tenant Acdivr Assignment of ACD IVR DataIVR port number associated with this directory number IVR Minute Acdhs Assignment of ACD Holiday ScheduleSchedule Start Time Hour 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 CCV start time minute Acdws Assignment of ACD Week ScheduleSun, Mon, Tue, Wed, Thu, Fri, Sat CCV start time hour 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 Fault Recovery Procedure MIS System MaintenanceMaintenance Fault Diagnostics 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 Ether + TCP/IP System Message 4 RNEC ESD 03 = 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 Host is out of order. Repair the Host computer When Message, 26-V is displayedSystem Operations and Maintenance Manual Host is still in abnormal status? Fault Recovery Procedure System Maintenance MIS Fault Recovery Procedures IVR Appendix a GlossaryAcdp ACD MAT 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