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NDA-24282 ISSU E 1 STOCK # 200874 CallCenterWorX-Enterpris e ACD System Manual SEPTEM BER, 2 000 NEC America, Inc. ®.
LIABI LI TY DISCLAIM ER NEC Am erica, Inc. res erve s the r ight to c hange the s pec ificat ions, functions, or f eatures, at any time, without notice. NEC America, I nc. has prepared this document for us e by its em- ployees and customers. The information contained herein is t he property of NEC Am erica, Inc.
ISSU E 1 ISSUE 2 I SSUE 3 ISSUE 4 D A TE SEP TEM BER, 200 0 D A T E D A TE D A TE ISSU E 5 ISSUE 6 I SSUE 7 ISSUE 8 DA T E DA T E DA TE DA T E NEAX240 0 IMX CallC enterW orX -Enterprise A CD System Man ual Revi si on Sh ee t 1/7 ND A-2 4282 PA G E N o .
ISSU E 1 ISSUE 2 I SSUE 3 ISSUE 4 D A TE SEP TEM BER, 200 0 D A T E D A TE D A TE ISSU E 5 ISSUE 6 I SSUE 7 ISSUE 8 DA T E DA T E DA TE DA T E NEAX240 0 IMX CallC enterW orX -Enterprise A CD System Ma.
ISSU E 1 ISSUE 2 I SSUE 3 ISSUE 4 D A TE SEP TEM BER, 200 0 D A T E D A TE D A TE ISSU E 5 ISSUE 6 I SSUE 7 ISSUE 8 DA T E DA T E DA TE DA T E NEAX240 0 IMX CallC enterW orX -Enterprise A CD System Ma.
ISSU E 1 ISSUE 2 I SSUE 3 ISSUE 4 D A TE SEP TEM BER, 200 0 D A T E D A TE D A TE ISSU E 5 ISSUE 6 I SSUE 7 ISSUE 8 DA T E DA T E DA TE DA T E NEAX240 0 IMX CallC enterW orX -Enterprise A CD System Ma.
ISSU E 1 ISSUE 2 I SSUE 3 ISSUE 4 D A TE SEP TEM BER, 200 0 D A T E D A TE D A TE ISSU E 5 ISSUE 6 I SSUE 7 ISSUE 8 DA T E DA T E DA TE DA T E NEAX240 0 IMX CallC enterW orX -Enterprise A CD System Ma.
ISSU E 1 ISSUE 2 I SSUE 3 ISSUE 4 D A TE SEP TEM BER, 200 0 D A T E D A TE D A TE ISSU E 5 ISSUE 6 I SSUE 7 ISSUE 8 DA T E DA T E DA TE DA T E NEAX240 0 IMX CallC enterW orX -Enterprise A CD System Ma.
ISSU E 1 ISSUE 2 I SSUE 3 ISSUE 4 D A TE SEP TEM BER, 200 0 D A T E D A TE D A TE ISSU E 5 ISSUE 6 I SSUE 7 ISSUE 8 DA T E DA T E DA TE DA T E NEAX240 0 IMX CallC enterW orX -Enterprise A CD System Ma.
NDA-24282 I SSUE 1 SEPTEMBER, 2000 NEAX2400 IM X CallCente rW orX-Enter prise A CD S ystem M anu al T ABLE OF CONTENTS Pag e ND A-2428 2 T ABL E OF CONT ENTS Page i Revision 1.0 LIS T OF FIGURES . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
T ABL E OF CONT ENTS ND A-24282 Pa g e ii Revision 1.0 T ABLE OF CONTENTS ( CONTINUED) Page NAP-200-106 Instal lation of IVR/Hos t . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31 4. System Start-Up Pr ocedure for Adding ACD Feat ures .
ND A-242 82 T ABLE O F CONTENTS Pag e i i i Re vision 1.0 T ABLE OF CONTENTS ( CONTINUED) Page A-93A Alt ernate N ight CCV - AC D . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 214 A-133A Agent An ywhe re - ACD .
T ABL E OF CONT ENTS ND A-24282 Pa g e iv Revision 1.0 T ABLE OF CONTENTS ( CONTINUED) Page V-10 VA RIAB LE Q UEU EING . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3 06 W-5A Work Mo de - AC D .
ND A-242 82 T ABLE O F CONTENTS Pa g e v Re vision 1.0 T ABLE OF CONTENTS ( CONTINUED) Page ACD SPL As signm ent of A CD S plit Data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 384 AC D LO G Ass i g n me n t o f AC D Rece iv er I D Code.
T ABL E OF CONT ENTS ND A-24282 Pa g e v i Revision 1.0 T ABLE OF CONTENTS ( CONTINUED) Page 4.2.1 TC P/IP Link Fai lure . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 450 4.2.2 Bad Ca ll Notif ication .
LIST OF FI GURES Figu re Tit le Pa g e ND A-2428 2 LIST OF FIGURES P age vii Revision 1.0 Figure 2-1 Func tional Outline of NEAX2400 CallCenter WorX-Enterprise ACD Sys tem . . . . . . . . . . . . . 4 Figure 2-2 Block Diagram of ACD System (Single CPU Configuration) .
LIST OF F IGURES ND A -24282 P age viii Revision 1.0 LIST O F FIGURES (CONTINUED) Figu re Tit le Pa g e Figure 4-11 L T Connect or L eads A ccom modation of PIMK (3 of 3) . . . . . . . . . . . . . . . . . . . . . . . . . . . 133 Figure 4-11 C onnec ting Route Di agram .
LIST O F T ABLES Ta b l e T i t l e Pa g e ND A-2428 2 LIST OF T A BLES Page ix Revision 1.0 Ta ble 1-1 Conf igu ratio n of this Manual . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 Table 1-2 Related Reference Ma nuals .
LIST OF T ABLES ND A-2428 2 Pa g e x Re vision 1.0 This page is f or your note s..
NDA-24282 CHAPTER 1 Pa ge 1 Revision 1.0 CHAPTER 1 INTR ODUCTION 1. GEN ER AL This manua l d escribes t he system outli ne a n d procedures for ins tallation /installa tion tests, operat ions, maint e - nance and d at a assignmen t of Automat ic Call Distr ibuti on (ACD) in the IMX System.
CHAPTER 1 NDA-24282 Pag e 2 Revision 1.0 INTR ODUCTION 1.2 RELATED REFEREN CE MANU A LS For m ainte nance t o be pe rfor med on the NEAX2400 CallCenterWor X-Ente rprise ACD Sys tem, the re a re opera tions perta ining to AC D functions a nd those per taining to the NEAX2400 IMX itself.
NDA-24282 CHAPTER 2 Pa ge 3 Revision 1.0 CHAPTER 2 GENERA L INF ORM ATION 1. GEN ER AL This c hapte r p rovides the use r wit h a bas ic working knowledge o f the NEAX 2400 Call Center WorX - Enterpr ise (ACD) System. It a lso e xplains how to use documents furnished with the NEAX240 0 Cal lCenter WorX- Ente rpri se ( ACD) Sy stem .
CHAPTER 2 ND A-24282 Pa g e 4 Re vision 1.0 GENERAL INF OR MATION 2. SYST E M SP ECI F I C A T I ON S 2. 1 GEN ERAL This se ct i on descr i be s the c once p t, fun ctions and c onfigura tion of th e ACD in the IMX S y stem. This c hapte r i nc ludes th e followi ng informat ion: • Functional Outline : Descr ibes t he out line o f the A CD.
NDA-24282 CHAPTER 2 Pa ge 5 Revision 1.0 GENERAL INF O RMATION 2.2 FUNCTIONAL OUTLINE Presentl y, telephone rece ption se rvic es are pr ovided to a wide va riety of busi nesses inc lu ding mail or der s and travel rese rvatio ns.
CHAPTER 2 ND A-24282 Pa g e 6 Re vision 1.0 GENERAL INF OR MATION 2.3 SYSTEM CONFIGURATION The ACD system can be implemented in the inte rnal Type config ura tion , with whi ch the ACDP is built in the CPU of th e NEAX2400 IMX. The c o nfigura tion o f the N E A X2400 CallC enter Wor X- Enter prise (ACD) System is de fi ned as follo ws.
NDA-24282 CHAPTER 2 Pa ge 7 Revision 1.0 GENERAL INF O RMATION Figu re 2 -2 Block Diagram of ACD System (Single CPU Config uration) SYMBOL FUNCTION CIRCUIT CARD NAME REM ARKS CPU Central P roc essing .
CHAPTER 2 ND A-24282 Pa g e 8 Re vision 1.0 GENERAL INF OR MATION Figure 2-3 Block Diagram o f ACD System (Dual CPU Config uration) SYMBOL FUNCTION CIRCUIT CARD NAME REMA RKS CPU Central Proc essing U.
NDA-24282 CHAPTER 2 Pa ge 9 Revision 1.0 GENERAL INF O RMATION 2.3.1 SYSTEM CAPACITY CallCente rWor X-Enterprise (ACD) syst e m capac ity can be upgraded by installing th e ACD Option Se rvice So f tw are (st an dar d) fo r ex t end ing ACD ca pa ci ty.
CHAPTER 2 ND A-24282 Pa g e 1 0 Re vision 1.0 GENERAL INF OR MATION 2.4 MIS The Management Informatio n System (MIS) expa nds the benefits of the tel ephone receptio n service s of the ACD sys tem by providing eff icien t ad minis trati on.
NDA-24282 CHAPTER 2 Pag e 11 Revision 1.0 GENERAL INF O RMATION 2. S p ec ific a t ion s 3. Outer V iew Figure 2-4 sho ws th e outer vi e w of D term S eries I II Agen t Posi tion. Figu re 2-4 Out er V iew of D term Se ries III Ag ent P osi t ion Dimensions D term Seri es I II 105 (H) mm × 205 (W) mm × 225 (D) mm D term Se ri es E 98.
CHAPTER 2 ND A-24282 Pa g e 1 2 Re vision 1.0 GENERAL INF OR MATION Figure 2-5 shows the outer view of D te rm Se ri es E Agent P os it ion. Fig ure 2-5 Ov er Vie w o f D term Series E Agent Po sition D term Seri e s E N E C F e a t u r e . . . . . . .
NDA-24282 CHAPTER 2 Pag e 13 Revision 1.0 GENERAL INF O RMATION 2. 6.2 SU P ER VISO RY P OSITIO N 1. Function The su pe rvisor y position is equipped with t h e agent posi tion fun ctio ns and the display t erminal .
CHAPTER 2 ND A-24282 Pa g e 1 4 Re vision 1.0 GENERAL INF OR MATION 3. GL OS SARY OF T ERMS This se ct i on def i ne s A C D- related te rms. Figure 2 -7 NE AX2400 CallCenterW orX-Enterp rise A CD Sys.
NDA-24282 CHAPTER 2 Pag e 15 Revision 1.0 GENERAL INF O RMATION • Tr unk Group A group, org aniz ed a ccording t o routes, of tru nks whi ch transmits c alls inc oming to or o rigina t ed from the AC D S y s t e m . • A CD Group ( T enant) An A CD system can be divided into groups according to the use r f irms or depart ments.
CHAPTER 2 ND A-24282 Pa g e 1 6 Re vision 1.0 GENERAL INF OR MATION • Split The u nit of d i v isi on o f an A CD gr o up accor di ng to fu nc tions . Ea ch sp lit is com pose d of a queue to hol d incoming calls temporarily , agent positio ns to a nswer the i ncoming calls, and a group supervisor y po sitio n.
NDA-24282 CHAPTER 2 Pag e 17 Revision 1.0 GENERAL INF O RMATION Figu re 2- 9 C oncept of Oper ati on Mode • Day/Night Mode The d ay an d n igh t m ode determ ine the de stinat ion of inc om i ng ACD cal ls on a p er-s pli t basi s.
CHAPTER 2 ND A-24282 Pa g e 1 8 Re vision 1.0 GENERAL INF OR MATION • Break Mode This is the state of an A CD position (inc luding supe rvisor y position) , which is act i v a t ed by the agent pressin g the “BREAK” ke y t o disall o w the ter mination of incomi ng A CD ca lls before the agent temporarily lea ves th e posit ion.
NDA-24282 CHAPTER 3 Pag e 19 Revision 1.0 CHAPTER 3 INSTALLATION 1. GEN ER AL This c ha pt er descr ibes the inst allation a nd test procedur es for the NEAX 2 400 C all C ente rWorX-Enter prise ACD Syst em .
CHAPTER 3 ND A-24282 Pa g e 2 0 Re vision 1.0 INS T A LL AT IO N This manua l provi de s Static Cautio n indi cators (se e F igur e 3-1 ) on page wh ere wor k involving st atic- sensitive componen ts is describe d.
NDA-24282 CHAPTER 3 Pag e 21 Revision 1.0 INSTALLATI ON 3. INSTALLATION PRO CEDURE S 3.1 P ERIPHERAL EQUIPMENT INSTALLATION This secti on expl ains the procedures to ins tall perip heral equ ipment for the ACD in the IMX sy stem (Agent po- sitions , M IS ter minals, et c.
CHAPTER 3 ND A-24282 Pa g e 2 2 Re vision 1.0 INST AL LA TI ON Figure 3-4 sho ws the cabl e connecti on b etween t he Agent Positio n and the NEAX2400 IMX.
NDA-24282 CHAPTER 3 Pag e 23 Revision 1.0 INS T AL LA TI ON • Attach the pro vide d ke y pad/la bels to id entify the n ames of the k eys. For the fun ction ke y da ta ass ignments, refer t o the AKYD comma nd i n Chap ter 7 .
CHAPTER 3 ND A-24282 Pa g e 2 4 Re vision 1.0 INST AL LA TI ON (2) D term Ser ie s E Figur e 3-6 K ey Pa ds o n A CD Agen t Positi on Keyboard ( D ter m Seri es E) NAP-200- 101 Sheet 3/ 3 Inst allati .
NDA-24282 CHAPTER 3 Pag e 25 Revision 1.0 INS T AL LA TI ON Figure 3-7 sho ws th e cab le connec ti on b etwee n th e Supe rvi sory Posit i on and the NE A X 2400 I MX.
CHAPTER 3 ND A-24282 Pa g e 2 6 Re vision 1.0 INST AL LA TI ON • Attach the pro vide d ke y pad/la bels to id entify the n ames of the k eys. For the fun ction ke y da ta ass ignments, refer t o the AKYD comma nd i n Chap ter 7 .
NDA-24282 CHAPTER 3 Pag e 27 Revision 1.0 INS T AL LA TI ON (2) D term Ser ie s E Figu re 3 -9 Key Pads on Supervisory Position Keyboard (D term Serie s E) NAP-200- 102 Sheet 3/ 3 Inst alla tion o f A.
CHAPTER 3 ND A-24282 Pa g e 2 8 Re vision 1.0 INST AL LA TI ON Figure 3-10 shows the cable connecti on betw een th e MI S and the NEAX 2400 I MX. Figure 3-10 Cable Connection b etween M IS an d PBX NA.
NDA-24282 CHAPTER 3 Pag e 29 Revision 1.0 INS T AL LA TI ON Figure s 3- 1 1 and 3- 1 2 sh ow conne ction for an Emerge ncy R ecorder . Figu re 3-11 Conne ction of Emer ge ncy R ec order (When Emergen .
CHAPTER 3 ND A-24282 Pa g e 3 0 Re vision 1.0 INST AL LA TI ON The standa rd annou ncement machine avai lable is PA-4DATA or PA-4DATB (4DAT: 4 Digital Announc ement Trunk) card. The 4DAT can be used by simply in sertin g it in the unive rsa l slot of PIM.
NDA-24282 CHAPTER 3 Pag e 31 Revision 1.0 INS T AL LA TI ON Figure 3-14 shows the system c onfigur ation when I VR/Host is ins t a lled. For more deta ils of I VR cable c onnection, refer to Figur e 3-15 and for the Host conn ectio n, refe r to Figur e 3-16 .
CHAPTER 3 ND A-24282 Pa g e 3 2 Re vision 1.0 INST AL LA TI ON Figure 3-15 shows the cable connecti on betw een Host and the PBX. Figure 3-15 Connection of Host Note: Whe n the cl ient MI S and IVR/Ho st ar e install e d i n a syste m tog e t her , LAN networ k d ir ectly co n n ected with these termina ls shoul d be s epar a ted by th e r out e r.
NDA-24282 CHAPTER 3 Pag e 33 Revision 1.0 INS T AL LA TI ON Figure 3-16 shows the cable connecti on betw een IVR and the PBX . Figu re 3-16 Conne ction of IV R PIM 16LC A0 B0 A1 B1 ~ A15 B15 No t e L2 L1 L2 L1 IVR Rose tte MDF In stalla tion ca bl e Note: C onnector leads ( A0, B0) may be conne cted di ff e ren tl y.
CHAPTER 3 ND A-24282 Pa g e 3 4 Re vision 1.0 INST AL LA TI ON 4. SYST E M ST A R T - UP PRO C E DURE FO R ADDING ACD FEATURES 4.1 A CD SOFTWARE INSTALLATION This se ction explains the i nstallati on procedur e for adding the Built -in ACDP s oftware to th e P BX in on-line opera tion.
NDA-24282 CHAPTER 3 Pag e 35 Revision 1.0 INS T AL LA TI ON b . When Insta lling A C D Tr unk int o Multiple Fusion Node s (Softw are instal lation whe n the A CD t runk is in- stal led a t Fusion Nodes.
CHAPTER 3 ND A-24282 Pa g e 3 6 Re vision 1.0 INST AL LA TI ON 4.2 BASIC DAT A ASS IGNMEN T FOR STAR T-UP STEP 1 : Change the sys tem data writ ten in DM. ASYD S YS1 INDEX2 - b0=1 (A C DP mounted) INDEX31 - b0~b3: CM mounting capaci ty Assign Nor mal ly “0 6”.
NDA-24282 CHAPTER 3 Pag e 37 Revision 1.0 INS T AL LA TI ON 5. UPGRADING A CD SYSTEM FR O M NEAX2400 ICS TO NEAX2400 IMX Figure 3-17 and Table 3-1 show t h e requ i re ment s w h en u p g rad ing t he C all Cen ter W o rX- E nerpr i se (ACD) sys- tem f r om NEAX2400 I CS to 2400 I MX .
CHAPTER 3 ND A-24282 Pa g e 3 8 Re vision 1.0 INST AL LA TI ON T able 3-1 Hard w are and Software U pgra d ing Req u irements No. Upgrading Har dware or Soft ware NE A X24 00 I CS (bef ore u pgrading).
NDA-24282 CHAPTER 3 Pag e 39 Revision 1.0 INS T AL LA TI ON 5.2 UPGRADING PR OCEDURE STEP 1 : Print out the e xistent data in th e M IS terminal or sav e the data as the te xt f ile. Note 4 STEP 2 : List up the of f ice data rela ted to th e current A CDP .
CHAPTER 3 ND A-24282 Pa g e 4 0 Re vision 1.0 This page is f or your note s..
NDA-24282 CHAPTER 4 Pag e 41 Revision 1.0 CHAPTER 4 SWITCH SETTING OF A CD CIRCUI T CARDS 1. GEN ER AL This ch apter ex pl ains th e cir cui t cards re lated to the N EA X2400 CallC ent erWorX -E nte rpris e (A CD) System which are shown in Ta ble 4-1 .
CHAPTER 4 ND A-24282 Pa g e 4 2 Re vision 1.0 SWITC H SETTING OF A CD CIRCUIT CARDS 2. EXPLANATION OF A CD C I RCUIT CARDS This se ct i on ex p l ai n s eac h of the ACD cir cuit card s rega rd ing the fol lowing items. 1. Function Explan ations are g i ven about the functiona l outli ne and the purpos e of ea ch circui t ca r d.
NDA-24282 CHAPTER 4 Pag e 43 Revision 1.0 PA - C P 5 3 ( C P U ) PA-CP53 (CPU) 1. Function This circ uit card is the CPU c ard (Cent r al Proc essing Unit) which con trols the A CD Circuit Card T ype Sys- tem. Using V60 micropr ocesso r (32 b its), th is CPU card pr ovides pro grams a n d data memo ry.
CHAPTER 4 ND A-24282 Pa g e 4 4 Re vision 1.0 P A-CP53 (CPU ) 2. Mountin g Location/ Condition The mount ing locat ions of t his c ircuit card and the conditions relate d t o mo u nt in g a r e sh own be l ow.
NDA-24282 CHAPTER 4 Pag e 45 Revision 1.0 PA - C P 5 3 ( C P U ) 3. Face La yout of Lam ps, Switches , and C onnectors The face l ayout of lamps , switches, and con nectors of this circuit card is sho wn belo w . 4. Lamp Indications The con tents of la mp indicati ons of thi s circ uit card are s hown in the tabl e belo w .
CHAPTER 4 ND A-24282 Pa g e 4 6 Re vision 1.0 P A-CP53 (CPU ) 5. Switch Setti ngs Standa rd setti ngs of v a rious switc hes on thi s cir cuit card are sh o wn in the ta ble belo w . SWITC H NAME SWITCH NO . SETTI NG ST AND AR D SETT ING MEANING MBR UP Circuit card mak e b usy request .
NDA-24282 CHAPTER 4 Pag e 47 Revision 1.0 PA - C P 5 3 ( C P U ) SW2 1 ON × In te rnal NMI p ossi bl e OFF Internal NMI i nhibite d 2 ON × Da ta M em ory Wr ite Pro tect ca ncel OFF Data Memory Wr i.
CHAPTER 4 ND A-24282 Pa g e 4 8 Re vision 1.0 P A-CP53 (CPU ) SW IT CH SE T T I N G SH EE T MODULE SL O T NO . SWITCH NAM E SWITCH SHAPE REMARKS PIM a ny unive rs a l slo t MBR UP : Circ u it c ard ma.
NDA-24282 CHAPTER 4 Pag e 49 Revision 1.0 PH-PC22 (E API) PH-PC22 (EAPI) 1. Function This c ircuit c ard i s an I/O system func tions inte grated c ard to be used i n the A CD Cir cuit C ard T ype Syst em. This c ar d suppor ts the foll o wing functions .
CHAPTER 4 ND A-24282 Pa g e 5 0 Re vision 1.0 PH-PC22 (EAP I) 3. Face La yout of Lam ps, Switches , and C onnectors The face l ayout of lamps , switches, and con nectors of this circuit card is sho wn belo w .
NDA-24282 CHAPTER 4 Pag e 51 Revision 1.0 PH-PC22 (E API) 4. Lamp Indications The con tents of la mp indicati ons of thi s circ uit card are s hown in the tabl e belo w . 5. Switch Setti ngs Standa rd setti ngs of v a rious switc hes on thi s cir cuit card are sh o wn in the ta ble belo w .
CHAPTER 4 ND A-24282 Pa g e 5 2 Re vision 1.0 PH-PC22 (EAP I) SWITCH NAME SWITCH N O. SETTI NG ST AND ARD SET T IN G MEANING SW01 (for Por t 0) SW11 (for Por t 1) (When using AC D - M I S Inter face Po rt) 1 2 3 4 ON × Sets t he non-protoc ol RS-232C port sto p bit lengt h to 1 bit .
NDA-24282 CHAPTER 4 Pag e 53 Revision 1.0 PH-PC22 (E API) SW IT CH SE T T I N G SH EE T MODULE SL O T NO . SWITCH NAM E SWITCH SHAPE REMARKS LCMA 02 03 04 MB UP: Circ uit card make b usy M BR D OWN : .
CHAPTER 4 ND A-24282 Pa g e 5 4 Re vision 1.0 PH-PC27 (EAP I) PH-PC27 (EAPI) 1. Function This c ircuit c ard i s an I/O system func tions inte grated c ard to be used i n the A CD Cir cuit C ard T ype Syst em. This c ar d suppor ts the foll o wing functions .
NDA-24282 CHAPTER 4 Pag e 55 Revision 1.0 PH-PC27 (E API) 3. Face La yout of Lam ps, Switches , and C onnectors The face l ayout of lamps , switches, and con nectors of this circuit card is sho wn belo w .
CHAPTER 4 ND A-24282 Pa g e 5 6 Re vision 1.0 PH-PC27 (EAP I) 4. Lamp Indications The con tents of la mp indicati ons of thi s circ uit card are s hown in the tabl e belo w . 5. Switch Setti ngs Standa rd setti ngs of v a rious switc hes on thi s cir cuit card are sh o wn in the ta ble belo w .
NDA-24282 CHAPTER 4 Pag e 57 Revision 1.0 PH-PC27 (E API) Note: P orts 0 , 1 and 2 translat e to M IS ports 1, 2 and 3. SWITCH NAME SWITCH N O. SETTI NG ST AND ARD SET T IN G MEANING SW10 (for Por t 0) SW11 (for Port 1) SW12 (for Port 2) 1 2 3 MIS P ort Interface 4 ON × Sets t he non-protoc ol RS-232C port sto p bit lengt h to 1 bit .
CHAPTER 4 ND A-24282 Pa g e 5 8 Re vision 1.0 PH-PC27 (EAP I) SW IT CH SE T T I N G SH EE T MODULE SL O T NO . SWITCH NAM E SWITCH SHAPE REMARKS LCMA 02 03 04 MB UP: Circu it card m ake b usy .
NDA-24282 CHAPTER 4 Pag e 59 Revision 1.0 P A-AL16 (ALMC) PA -AL 16 (AL M C ) 1. Function This ci rcu i t ca rd c ollect s fa ult i nfor mat i on a n d ma nages a dua l -c o n fi g ur atio n sy stem of th e ACD M odule T ype System. The c a rd displays the colle cted fault info rmation on the T OPU.
CHAPTER 4 ND A-24282 Pa g e 6 0 Re vision 1.0 P A-AL16 (ALMC) 3. Face la yout of Lamps, Switc hes, and Connec tors The face l ayout of lamps , switches, and con nectors of this circuit card is sho wn belo w .
NDA-24282 CHAPTER 4 Pag e 61 Revision 1.0 P A-AL16 (ALMC) 4. Switch Setti ngs Standa rd setti ngs of v a rious switc hes on thi s cir cuit card are sh o wn in the ta ble belo w . Note 1: F or IMG ( IMX) ( I CS), IM Gx, IMGx h Note 7: F or MMG (ICS), UM G (ICS), UM Gx SWITCH NAME SWITCH NO .
CHAPTER 4 ND A-24282 Pa g e 6 2 Re vision 1.0 P A-AL16 (ALMC) SW4 1O F F × Alarm Bus Fixed 2O F F × Alarm Bus Fix ed 3O F F × Alarm Bus Fix ed 4O F F × Alarm Bus Fix ed SW5 1 ON × Fixed 2O F F ×.
NDA-24282 CHAPTER 4 Pag e 63 Revision 1.0 P A-AL16 (ALMC) SW IT CH SE T T I N G SH EE T MODULE SL O T NO . SWITCH NAM E SWITCH SHAPE REMARKS AP M 2 0 MB U P : Circ u it c ard ma ke b usy DOWN:Circuit .
CHAPTER 4 ND A-24282 Pa g e 6 4 Re vision 1.0 PH- PC21 (API N T) PH-PC21 (APINT) 1. Function This c irc uit card is an in ter -pr ocessor int erfa ce c ard and i s us ed only fo r th e Mod ul e Type ACD. The c ard pr o v id e s FIFO for mutual I/O bus c onnecti ons for processor c ommu nication betw een the sys tem CP U an d th e A CDP .
NDA-24282 CHAPTER 4 Pag e 65 Revision 1.0 PH- PC21 (API N T) 3. Face La yout of Lam ps, Switches , and C onnectors The face l ayout of lamps , switches, and con nectors of this circuit card is sho wn belo w . 4. Lamp Indications The con tents of la mp indicati ons of thi s circ uit card are s hown in the tabl e belo w .
CHAPTER 4 ND A-24282 Pa g e 6 6 Re vision 1.0 PH- PC21 (API N T) SW 0 1 ON When u sing thi s circuit card in the ACDP of single -syste m conf iguration or when connect ing this circ uit card to No . 0 syste m of the A CDP of dual- system conf iguration.
NDA-24282 CHAPTER 4 Pag e 67 Revision 1.0 PH- PC21 (API N T) SW IT CH SE T T I N G SH EE T MODULE S LO T NO . SWITCH NAM E SWITCH SHAPE REMARKS LPRJ-A 0 0 01 02 MB UP: Circuit c ard make b usy DOWN: C.
CHAPTER 4 ND A-24282 Pa g e 6 8 Re vision 1.0 P A-PC56-A (CO PY) PA-PC56-A ( COPY) 1. Function This c irc uit c ard pr ovides th e fu nct ion to copy the contents of the RAM of both the stand by (ST-Y ) system and t he acti ve (A CT) s ystem so tha t th e content s of the RAM of both system may be alw ays coinc iding with each othe r.
NDA-24282 CHAPTER 4 Pag e 69 Revision 1.0 P A - PC56- A (COPY) 3. F a ce Layout of La mps, Switc hes, and C onnect ors The face l ayout of lamps , switches, and con nectors of this circuit card is sho wn belo w . 4. Lamp Indic ations The con tents of la mp indicati ons of thi s circ uit card are s hown in the tabl e belo w .
CHAPTER 4 ND A-24282 Pa g e 7 0 Re vision 1.0 P A-PC56-A (CO PY) 5. Switc h Setti ngs Standa rd setti ngs of v a rious switc hes on thi s cir cuit card are sh o wn in the ta ble belo w . SWITCH NAME SWITCH N O. SETTI NG ST AND ARD SET T IN G MEANING MB UP Circuit car d make b usy .
NDA-24282 CHAPTER 4 Pag e 71 Revision 1.0 P A - PC56- A (COPY) SWITCH SETTING SHEET MODULE S LO T NO . SWITCH NAM E SWITCH SHAPE REMARKS APM-AE 08 17 MB U P: C ir cui t car d mak e b us y DOWN:Circuit card m ake i dle SRE Q SW0 1 ON = S ystem No. 0 1 OF F = Sys te m No .
CHAPTER 4 ND A-24282 Pa g e 7 2 Re vision 1.0 P A-CP54 (CPU ) PA-CP54 (CPU) 1. Function This c irc uit card i s t he CPU ca rd (Central P rocessi ng Unit) whic h contr ols the A CD Module T ype S yst em. Using t h e V6 0 m icro p ro c es sor (32 b i t s) , this CP U car d p r ovide s progr am s and working memor y.
NDA-24282 CHAPTER 4 Pag e 73 Revision 1.0 PA - C P 5 4 ( C P U ) 3. F a ce La yout of Lam p, S witch es, and Connecto rs The face l ayout of lamps , switches, and con nectors of this circuit card is sho wn belo w . 4. Lamp Indic ations The con tents of la mp indicati ons of thi s circ uit card are s hown in the tabl e belo w .
CHAPTER 4 ND A-24282 Pa g e 7 4 Re vision 1.0 P A-CP54 (CPU ) 5. Switc h Setti ngs Standa rd setti ngs of v a rious switc hes on thi s cir cuit card are sh o wn in the ta ble belo w . SWITCH NAME SWITCH N O. SETTI NG ST AND ARD SET T IN G MEANING MB UP Circuit car d make b usy .
NDA-24282 CHAPTER 4 Pag e 75 Revision 1.0 PA - C P 5 4 ( C P U ) SW 0 1 ON × Memory Par ity Alar m Inhibite d. OFF Memo ry Par ity Alarm not inhib ited. 2 ON Externa l NMI inp ut inhib ited. OFF × External NMI inp ut not inhibit ed. 3 ON Memory Alarm NMI in hibit ed.
CHAPTER 4 ND A-24282 Pa g e 7 6 Re vision 1.0 P A-CP54 (CPU ) SW 2 1 2 3 ON × When equip ping 1M bit SRAM IC. OFF Whe n equip ping 256 K bit SRAM IC . 4 5 6 ON × When pr oviding EE0000H ~ E FFFFFH an d E00000H ~ E3F FFFH as RAM are as. OFF When pr oviding EE0000H ~ E FFFFF H a s RA M are a.
NDA-24282 CHAPTER 4 Pag e 77 Revision 1.0 PA - C P 5 4 ( C P U ) SW 4 1O F F × Fi xed 2O F F × Fi xed 3O N × Fi xed 4O F F × Fi xed 5O N × Fi xed 6O F F × Fi xed 7O F F × Fi xed 8O F F × Fi xed SWITCH NAME SWITCH N O.
CHAPTER 4 ND A-24282 Pa g e 7 8 Re vision 1.0 P A-CP54 (CPU ) SWITCH SETTING SHEET MODULE SL OT NO. S WITCH NAME SWITCH SHAPE REMARKS APM 09 16 MBR UP : Circu i t c ard m ak e b usy .
NDA-24282 CHAPTER 4 Pag e 79 Revision 1.0 P A-ME34 (CRAM ) PA-ME34 ( CRAM) 1. Function This cir c uit card is a R AM ca rd for the A CD System and has m emory capa city o f 1.5 Mbyt e s. 2. Mountin g Location/ Condition The mount ing locat ions of t his c ircuit card and the conditions rela t ed to mou nting ar e shown be l ow.
CHAPTER 4 ND A-24282 Pa g e 8 0 Re vision 1.0 P A-ME34 (CRAM) 3. F a ce Layout of La mps, Switc hes, and C onnect ors The face l ayout of lamps , switches, and con nectors of this circuit card is sho wn belo w . 4. Lamp Indic ations The con tents of la mp indicati ons of thi s circ uit card are s hown in the tabl e belo w .
NDA-24282 CHAPTER 4 Pag e 81 Revision 1.0 P A-ME34 (CRAM ) 5. Switc h Setti ngs Standa rd setti ngs of v a rious switc hes on thi s cir cuit card are sh o wn in the ta ble belo w .
CHAPTER 4 ND A-24282 Pa g e 8 2 Re vision 1.0 P A-ME34 (CRAM) SWITCH SETTING SHEET MODULE S LO T NO . SWITCH NAM E SWITCH SHAPE REMARKS APM-AE 06 08 19 DMWDK SW 0 SW 1 ON ON 1 23 4 5678 ON 12.
NDA-24282 CHAPTER 4 Pag e 83 Revision 1.0 P A-IO02 -A (IOC) PA-IO02-A (IOC) 1. Function This ci rc uit ca rd is an I/ O ca rd (i n put / o u tpu t co n tr o l card) and prov i des a se rial i n terface function b y w h i ch the CPU perf or ms m utual communicat ions with the A CD-MIS confor ming wit h the RS-232C Inter face.
CHAPTER 4 ND A-24282 Pa g e 8 4 Re vision 1.0 P A-IO02-A (IOC) 3. F a ce Layout of La mps, Switc hes, and C onnect ors The face l ayout of lamps , switches, and con nectors of this circuit card is sho wn belo w . 4. Lamp Indic ations The con tents of la mp indicati ons of thi s circ uit card are s hown in the tabl e belo w .
NDA-24282 CHAPTER 4 Pag e 85 Revision 1.0 P A-IO02 -A (IOC) 5. Switc h Setti ngs Standa rd setti ngs of v a rious switc hes on thi s cir cuit card are sh o wn in the ta ble belo w . SWITCH NAME SWITCH N O. SETTI NG ST AND ARD SET T IN G MEANING MB UP Circuit car d make b usy .
CHAPTER 4 ND A-24282 Pa g e 8 6 Re vision 1.0 P A-IO02-A (IOC) SW1 (for Por t 0 ) SW11 (for Port 1) 1 2 3 4 5 6 ON × Data Le ngth : 7 bits OFF Da ta Le ngth: 8 bits 7 ON × Stop Bit: 1 bits OFF S top Bit: 2 b its 8 ON Data st ore into the send- side b u f fer of the p ort is di sa bled.
NDA-24282 CHAPTER 4 Pag e 87 Revision 1.0 P A-IO02 -A (IOC) Note: When set ting SW02-7/SW1 2-7 to O N, se t SW02-1 /SW1 2 -1 t o O N, al so. SW02 (for Por t 0 ) SW12 (for Por t 1 ) 1 ON × PB te rminal becomes minus (-) wh en the p or t termin al is busy .
CHAPTER 4 ND A-24282 Pa g e 8 8 Re vision 1.0 P A-IO02-A (IOC) 6. Ext erna l In te rf ace The RS conne ctor lea ds accommodation o f this circui t c a rd is s hown b e lo w.
NDA-24282 CHAPTER 4 Pag e 89 Revision 1.0 P A-IO02 -A (IOC) SWITCH SETTING SHEET MODULE S LO T NO . SWITCH NAM E SWITCH SHAPE REMARKS APM-AE 04 MB UP: Circuit car d mak e b usy .
CHAPTER 4 ND A-24282 Pa g e 9 0 Re vision 1.0 PH- BS16 (PBI ) PH-BS16 (P BI) 1. Function This ci rcuit card pr ovides an interface by which the ACDP p erforms i nt er -processor communicatio ns with anoth er Proce ssor via the Proce ssor Bus (P- BUS) unde r contr ol of the A C DP ( P A-CP54 card).
NDA-24282 CHAPTER 4 Pag e 91 Revision 1.0 PH-BS16 (PBI) 3. F a ce Layout of La mps, Switc hes, and C onnect ors The face l ayout of lamps , switches, and con nectors of this circuit card is sho wn belo w .
CHAPTER 4 ND A-24282 Pa g e 9 2 Re vision 1.0 PH- BS16 (PBI ) 4. Lamp Indic ations The con tents of la mp indicati ons of thi s circ uit card are s hown in the tabl e belo w . LAMP NAME CO LOR S T A TE AC T Green R emains lit whi le the CPU wh ich controls this ci rcuit card is in ACT s tate .
NDA-24282 CHAPTER 4 Pag e 93 Revision 1.0 PH-BS16 (PBI) 5. Switc h Setti ngs Standa rd setti ngs of v a rious switc hes on thi s cir cuit card are sh o wn in the ta ble belo w . SWITCH NAME SWITCH NO . SE TTING S T AN- DARD SETTI NG M EANING MB UP Circ u it c ard ma ke b usy .
CHAPTER 4 ND A-24282 Pa g e 9 4 Re vision 1.0 PH- BS16 (PBI ) SWITCH SETTING SHEET MODULE S LO T NO . SWITCH NAM E SWITCH SHAPE REMARKS 13 14 MB UP: Circuit card mak e b usy DOWN:C irc uit card make i.
NDA-24282 CHAPTER 4 Pag e 95 Revision 1.0 P A-GT17 (SPG T) PA-GT17 (S PGT ) 1. Function This circu it ca rd i s us ed w hen the MISC M E m odul e i s requ ire d. Th is c ircu it car d p rovides flow co ntro l and termi nates the exte ntion of the MISC b us .
CHAPTER 4 ND A-24282 Pa g e 9 6 Re vision 1.0 P A-GT17 (S PGT) 2. Mountin g Location/ Condition s The S PGT car d mo unts in the MI SC ME as s hown bel o w. 3. F a ce Layout of La mps, Switc hes, and C onnect ors The face l ayout of lamps , switches, and con nectors of this circuit card is sho wn belo w .
NDA-24282 CHAPTER 4 Pag e 97 Revision 1.0 P A-GT17 (SPG T) 4. Lamp Indic ations The con tents of la mp indicati ons of thi s circ uit card are s hown in the tabl e belo w . 5. Switc h Setti ng Standa rd setti ngs of v a rious switc hes on thi s cir cuit card are sh o wn in the ta ble belo w .
CHAPTER 4 ND A-24282 Pa g e 9 8 Re vision 1.0 P A-GT17 (S PGT) Swi t ch Se ttin g Sh e et MODULE SLO T NO . SWI TCH NAME S WITCH SHAP E REMARK S MISCME 22 and 23 MB UP: Cir cuit c ard make b usy DOWN:.
NDA-24282 CHAPTER 4 Pag e 99 Revision 1.0 P A-16ELCDD (ELC) PA-16ELCDD (ELC) 1. Function This ci rcuit card is a line card whic h s upports the int e rf ace of HD A C . When us ing v oice only , 16 lin e s of HDAC can b e co n n ec t ed to t h i s c i r c ui t c a r d .
CHAPTER 4 ND A-24282 Pa g e 1 0 0 Re vision 1.0 P A-16ELCDD (ELC) 2. Mountin g Location/ Condition The mount ing locat ions of t his c ircuit card and the conditions rela t ed to mou nting ar e shown be l ow.
NDA-24282 CHAPTER 4 Page 101 Revision 1.0 P A-16ELCDD (ELC) 3. F a ce Layout of La mps, Switc hes, and C onnect ors The face l ayout of lamps , switches, and con nectors of this circuit card is sho wn belo w . 4. Lamp Indic ations The con tents of la mp indicati ons of thi s circ uit card are s hown in the tabl e belo w .
CHAPTER 4 ND A-24282 Pa g e 1 0 2 Re vision 1.0 P A-16ELCDD (ELC) 5. Switc h Setti ngs Standa rd setti ngs of v a rious switc hes on thi s cir cuit card are sh o wn in the ta ble belo w . SWITCH NAME SWITCH N O. SETTI NG ST AND ARD SET T IN G MEANING MB UP Circuit car d make b usy .
NDA-24282 CHAPTER 4 Page 103 Revision 1.0 P A-16ELCDD (ELC) 6. Ext erna l In te rf ace The L T connect or lea ds ac commodation and the connecti on d iagram of this circuit ca rd are sh own be l ow.
CHAPTER 4 ND A-24282 Pa g e 1 0 4 Re vision 1.0 P A-16ELCDD (ELC) Figu re 4-3 LT C on n ector Le ads A c c ommo dati on of P IMU -A (2/2) LT C onne c tor Ac co mmod atio n 26 27 28 29 30 31 32 33 34 3.
NDA-24282 CHAPTER 4 Page 105 Revision 1.0 P A-16ELCDD (ELC) (b) L T C onnector Leads Accommoda tion when t his circuit ca rd is mounted in PIMB Fig ure 4-4 LT Conne ctor Leads Accom m odatio n of P IM.
CHAPTER 4 ND A-24282 Pa g e 1 0 6 Re vision 1.0 P A-16ELCDD (ELC) Figu re 4-4 LT C on n ector Le ads A c c ommo dati on o f P IMB ( 2/2) LT C onne cto r Ac co mmoda tion 26 27 28 29 30 31 32 33 34 35 .
NDA-24282 CHAPTER 4 Page 107 Revision 1.0 P A-16ELCDD (ELC) (c) Front conn ector leads accom modatio n Leads f rom No. 8~15 circuits com e ou t to t he fr ont connec tor of the cir cuit c ard.
CHAPTER 4 ND A-24282 Pa g e 1 0 8 Re vision 1.0 P A-16ELCDD (ELC) Fi gu re 4 -5 ELC Co nn e c tor Leads Acco mmod at ion of PI MB ( 2/ 2) 26 27 28 29 30 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46.
NDA-24282 CHAPTER 4 Page 109 Revision 1.0 P A-16ELCDD (ELC) (d) Connection Dia gram Fig ure 4-6 C onnection Diagram NEAX240 0 ICS MDF ELC Modu lar Block HDAC A00 B00 A10 B10 A0 B0 A1 B1 A08 B08 A18 B1.
CHAPTER 4 ND A-24282 Pa g e 1 1 0 Re vision 1.0 P A-16ELCDD (ELC) SW IT CH SE T T I N G SH EE T MODULE S LO T NO . SWITCH NAM E SWITCH SHAPE REMARKS PIM U-A 0 4~12 15~ 2 3 MB UP: Circuit card make b usy .
NDA-24282 CHAPTER 4 Page 111 Revision 1.0 P A-16 ELCH (16ELC) PA-1 6E LC H (16E L C ) 1. Function This circui t card is a li ne circuit card tha t supp orts the int e rfac e of 16 c ircuits or 8 circuit s of a 2W -Digital T erminal bas ed on TC M tr ansmissio n system ( Time Compre ssion Mu ltipl ex).
CHAPTER 4 ND A-24282 Pa g e 1 1 2 Re vision 1.0 P A-16ELCH (16ELC) 2. Mountin g Location/ Condition The mount ing locat ions of t his c ircuit card and the conditions rela t ed to mou nting ar e shown be l ow.
NDA-24282 CHAPTER 4 Page 113 Revision 1.0 P A-16 ELCH (16ELC) 3. F a ce Layout of La mps, Switc hes, and C onnect ors The face l ayout of lamps , switches, and con nectors of this circuit card is sho wn belo w . 4. Lamp Indic ations The con tents of la mp indicati ons of thi s circ uit card are s hown in the tabl e belo w .
CHAPTER 4 ND A-24282 Pa g e 1 1 4 Re vision 1.0 P A-16ELCH (16ELC) 5. Switc h Setti ngs Standa rd setti ngs of v a rious switc hes on thi s cir cuit card are sh o wn in the ta ble belo w . Note 1: AP R- J/ AP A- J i s an opt i onal d evice to be con n ec ted t o D te rm a nd pr ovides i nter face for analog ter mina l.
NDA-24282 CHAPTER 4 Page 115 Revision 1.0 P A-16 ELCH (16ELC) SW0-7 SW0-7 ON OFF ON Up t o 1 6 ci rc uits c an b e connec t e d. Only voic e is used. U p to 8 c ir cuits c an b e connect e d. Simultaneous co mmunicati ons of v oice and data (use of Data Adapter) can be utili zed.
CHAPTER 4 ND A-24282 Pa g e 1 1 6 Re vision 1.0 P A-16ELCH (16ELC) 6. Ext erna l In te rf ace Accom m oda tion of the L T connec t or le ads of thi s circui t card and conne cti ng r oute dia gram are shown be- low .
NDA-24282 CHAPTER 4 Page 117 Revision 1.0 P A-16 ELCH (16ELC) Fig ur e 4-7 LT C on n ec to r L eads A ccommod a ti on of P IM U-A ( 2 of 3) L T Co nn ec tor Ac co mmod at ion 26 27 28 29 30 31 32 33 3.
CHAPTER 4 ND A-24282 Pa g e 1 1 8 Re vision 1.0 P A-16ELCH (16ELC) • When t he mode is 8DLC Mode/Dual Port Mode. Fig ur e 4-7 LT C on n ec to r L eads A ccommod a ti on of P IM U-A ( 3 of 3) LT Conn.
NDA-24282 CHAPTER 4 Page 119 Revision 1.0 P A-16 ELCH (16ELC) (b) L T C onnector Lead Ac commoda tion when t his circuit card is mounted i n PIMB • When the mode is 16ELC M ode and t he APR-J/AP A-J is used.
CHAPTER 4 ND A-24282 Pa g e 1 2 0 Re vision 1.0 P A-16ELCH (16ELC) Fig ure 4-8 LT Connect o r Leads Acco m m odatio n of PIM B (2 of 3) LT Connector Accommodation 26 27 28 29 30 31 32 33 34 35 36 37 3.
NDA-24282 CHAPTER 4 Page 121 Revision 1.0 P A-16 ELCH (16ELC) • When t he mode is 8DLC Mode and the APR-J/AP A-J is used. Fig ure 4-8 LT Connect o r Leads Acco m m odatio n of PIM B (3 of 3) LT C on.
CHAPTER 4 ND A-24282 Pa g e 1 2 2 Re vision 1.0 P A-16ELCH (16ELC) Figure 4-9 C onne ctin g Route Diagram NE AX2400 I MS A0 MDF Rose tte A0 B0 B0 ELC D term.
NDA-24282 CHAPTER 4 Page 123 Revision 1.0 P A-16 ELCH (16ELC) Swit ch Sett i ng She et MODULE S LO T NO . SWITCH NAM E SWITCH SHAPE REMARKS PIM U-A S W 0 MB DOWN Ci rcu it ca rd m ake idl e.
CHAPTER 4 ND A -24282 (E) Pa g e 1 2 4 Re vision 1.0 P A-16ELCJ (16E LC) PA-1 6E LCJ ( 16E LC) 1. Function This c ircu it card is a l ine circuit c ard which supp orts the i nterf ace of 16 c irc uits or eight c i rcuit s of a 2W - Digita l T erminal base d on TCM transm ission s ystem (T i me Compre ssio n Multip lex) .
NDA -24282 (E) CHAPTER 4 Page 125 Revision 1.0 P A-16E L CJ (16ELC) 2. Mountin g Location/ Condition The mount ing locat ions of t his c ircuit card and the conditions rela t ed to mou nting ar e shown be l ow.
CHAPTER 4 ND A -24282 (E) Pa g e 1 2 6 Re vision 1.0 P A-16ELCJ (16E LC) 3. F a ce Layout of La mps, Switc hes, and C onnect ors The face l ayout of lamps and switc hes on t his c ircuit ca rd is sho wn belo w . 4. Lamp Indic ations The con tents of la mp indicati ons of thi s circ uit card are s hown in the tabl e belo w .
NDA -24282 (E) CHAPTER 4 Page 127 Revision 1.0 P A-16E L CJ (16ELC) 5. Switc h Setti ngs Standa rd setti ngs of v a rious switc hes on thi s cir cuit card are sh o wn in the ta ble belo w . Note 1: AP R- J/ AP A- J i s an opt i onal d evice to be con n ec ted t o D te rm a nd pr ovides i nter face for analog ter mina l.
CHAPTER 4 ND A -24282 (E) Pa g e 1 2 8 Re vision 1.0 P A-16ELCJ (16E LC) 6. Ext erna l In te rf ace Accommodat ion of the L T connecto r leads of this c ircu it card and c onnecting r out e diagram ar e sho wn belo w .
NDA -24282 (E) CHAPTER 4 Page 129 Revision 1.0 P A-16E L CJ (16ELC) Figur e 4-1 0 LT Connect or Le ad Acco mm odation of PI MU-A (2 of 3) L T Co nn ec tor Ac co mmod at ion 26 27 28 29 30 31 32 33 34 .
CHAPTER 4 ND A -24282 (E) Pa g e 1 3 0 Re vision 1.0 P A-16ELCJ (16E LC) • When t he mode is 8DLC Mode/Dual Port Mode. Fi g ure 4 -1 0 LT Connec tor Leads Ac c ommo dation of PIM U - A (3 of 3) LT C.
NDA -24282 (E) CHAPTER 4 Page 131 Revision 1.0 P A-16E L CJ (16ELC) (b) L T C onnector Lead Ac commoda tion when t his circuit card is mounted i n PIMK • When the mode is 16ELC M ode and t he APR-J/AP A-J is used.
CHAPTER 4 ND A -24282 (E) Pa g e 1 3 2 Re vision 1.0 P A-16ELCJ (16E LC) Fi g ure 4 -1 1 LT Connec tor Leads Ac c ommo dation of PIM K (2 of 3) LT Connector Accommodation 26 27 28 29 30 31 32 33 34 35.
NDA -24282 (E) CHAPTER 4 Page 133 Revision 1.0 P A-16E L CJ (16ELC) • When t he mode is 8DLC Mode and the APR-J/AP A-J is used. Fi g ure 4 -1 1 LT Connec tor Leads Ac c ommo dation of PIM K (3 of 3).
CHAPTER 4 ND A -24282 (E) Pa g e 1 3 4 Re vision 1.0 P A-16ELCJ (16E LC) Figure 4-11 Co nnecting Route Diagram Switc h Setting Sh e et MODULE SLO T NO .
NDA -24282 (E) CHAPTER 4 Page 135 Revision 1.0 P A-4 D A T A (4D A T) PA-4DATA (4DAT) 1. Function This circ uit card is a trunk card which supports the annou ncement func tion for a maximum of four line s without e xternal announcement equipment.
CHAPTER 4 ND A -24282 (E) Pa g e 1 3 6 Re vision 1.0 P A-4D A T A (4D A T) (b) When this c ircuit c ar d is m ounted in PIMB 3. F a ce Layout of La mps, Switc hes, and C onnect ors The face l ayout of lamps , switches, and con nectors of this circuit card is sho wn belo w .
NDA -24282 (E) CHAPTER 4 Page 137 Revision 1.0 P A-4 D A T A (4D A T) 4. Lamp Indic ations The con tents of la mp indicati ons of thi s circ uit card are s hown in the tabl e belo w . LAMP NAME CO LOR S T A TE OPE Green Remains lit whi le thi s c ircuit c ard is operati ng.
CHAPTER 4 ND A -24282 (E) Pa g e 1 3 8 Re vision 1.0 P A-4D A T A (4D A T) 5. Switc h Setti ngs Standa rd setti ngs of v a rious switc hes on thi s cir cuit card are sh o wn in the ta ble belo w . SWITCH NAME SWITCH N O. SETTI NG ST AND ARD SET T IN G MEANING MB (SW11) UP Circuit car d make b us y .
NDA -24282 (E) CHAPTER 4 Page 139 Revision 1.0 P A-4 D A T A (4D A T) SW6 1 ON One- time pla yback b y Circuit No. 0. Note OFF Repeate d play back by Circuit No. 0. 2 ON One-tim e playba ck by Circ uit No. 1. Note OFF Repeate d play back by Circuit No.
CHAPTER 4 ND A -24282 (E) Pa g e 1 4 0 Re vision 1.0 P A-4D A T A (4D A T) Note: When this c ir cuit car d is b e ing used as an ex ternal hold tone s ou rc e , set 0, 4 or 6 by timer mode. SW9 No te E Set to E while the circuit card is in use as an - nouncement e quipment only .
NDA -24282 (E) CHAPTER 4 Page 141 Revision 1.0 P A-4 D A T A (4D A T) 6. Ext erna l In te rf ace Accom m oda tion of the L T connec t or le ads of thi s circui t card and conne cti ng r oute dia gram are shown be- low .
CHAPTER 4 ND A -24282 (E) Pa g e 1 4 2 Re vision 1.0 P A-4D A T A (4D A T) (b) L T C onnector Lead Ac commoda tion when t his circuit card is mounted i n PIMB Fig ure 4-13 LT Conn ec tor Le ads Ac c o.
NDA -24282 (E) CHAPTER 4 Page 143 Revision 1.0 P A-4 D A T A (4D A T) Switc h Setting Sh e et MODULE S LO T NO . SWITCH NAM E SWITCH SHAPE REMARKS PIM S W 1 SW 2 SW 3 SW 4 SW 5 SW 6 SW 7 SW 8 SW 9 SW .
CHAPTER 4 ND A -24282 (E) Pa g e 1 4 4 Re vision 1.0 P A-4D A T A (4D A T) SW 12 MB DOWN Ci rcu it ca rd m ake idl e. Switc h Setti ng Sh e e t (Con ti n u ed) MODULE S LO T NO .
NDA -24282 (E) CHAPTER 4 Page 145 Revision 1.0 P A-4D A TB (D A T) PA-4DATB (DAT) 1. Gene ral Functi on The P A-4D A TB (D A T) cir cuit card is used as a Digita l Announcement T runk suppor ting se r.
CHAPTER 4 ND A -24282 (E) Pa g e 1 4 6 Re vision 1.0 P A-4D A TB (D A T) 2. Mountin g Location/ Condition The P A-4D A TB (D A T) card c an be mount ed in any uni ve rsal slot a s shown be low.
NDA -24282 (E) CHAPTER 4 Page 147 Revision 1.0 P A-4D A TB (D A T) 3. F a ce Layout of La mps, Switc hes, and C onnect ors The f ace lay out of lamps , switches, a nd connectors on this c ircu it card i s s hown b el o w. 4. Lamp Indic ations The con tents of la mp indicati ons of thi s circ uit card are s hown in the tabl e belo w .
CHAPTER 4 ND A -24282 (E) Pa g e 1 4 8 Re vision 1.0 P A-4D A TB (D A T) 5. Switc h Setti ngs Standa rd setti ngs of swi tc hes on this cir cuit car d are sh own in t he ta ble bel o w . SW IT CH S WITCH NO . SE TTING S T AND ARD SET T IN G MEANING MB UP C i rcu i t ca rd m ake busy .
NDA -24282 (E) CHAPTER 4 Page 149 Revision 1.0 P A-4D A TB (D A T) SW IT CH S WITCH NO . SE TTING S T AND ARD SET T IN G MEANING SW5 1 2 3 ON Comp ression La w: µ -law OFF Compressi on La w: A-la w 4 ON T o b e u sed as exter na l hold tone so urce OF F T o be u sed as a nnounc e m ent equ ipmen t SW6 1 ON Single playba ck of No.
CHAPTER 4 ND A -24282 (E) Pa g e 1 5 0 Re vision 1.0 P A-4D A TB (D A T) SW IT CH S WITCH NO . SE TTING S T AND ARD SET T IN G MEANING SW7 1 ON Acti v ati on of RAM T est OFF × N ormal se tting 2 ON Port Microproc essor is reset when MBR k ey is ON. OFF × Port Microproc essor is not r eset when MBR ke y is ON.
NDA -24282 (E) CHAPTER 4 Page 151 Revision 1.0 P A-4D A TB (D A T) 6. Ext erna l In te rf ace When t his card is use d as an e xternal music-on -hold s ource, th e follo w ing cable connectio n is requir ed.
CHAPTER 4 ND A -24282 (E) Pa g e 1 5 2 Re vision 1.0 P A-4D A TB (D A T) Figure 4-16 L T Co nnector Lead Acco mmodatio n (PIME) E FM E FM 26 27 28 29 30 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 00 01 02 03 04 05 06 07 08 09 10 11 12 13 1 4 15 16 17 18 19 20 21 22 23 LT2 PIME Sl ot N o .
NDA -24282 (E) CHAPTER 4 Page 153 Revision 1.0 P A-4D A TB (D A T) 7. Re fere nce How to R eco rd a M es s ag e • Prior t o yo ur r ecording , set switche s on the D AT card according to the fol l owing e xampl e. SWITCH S E TTINGS ON D A T (Example <240 sec mode>) • Connect a t ape recorder to the D A T c ar d with a cable.
CHAPTER 4 ND A -24282 (E) Pa g e 1 5 4 Re vision 1.0 P A-4D A TB (D A T) How to Play Ba ck t h e Re co rd ed Me ssa ge • Playback from a telephone s et • Set the relate d s w i tc h es o n t h e P A-4 DA TB (D A T) c ard . • Seize a specif ic channel by “ Indi vidual T r unk Access”.
NDA -24282 (E) CHAPTER 4 Page 155 Revision 1.0 P A-4DTLA (4DT L) PA-4DTLA (4DTL) 1. Function This c irc uit card is a tr unk/line car d that inte rface s t he NEAX2400 to four Da ta Modules. 2. Mountin g Location/ Condition The mount ing locat ions of t his c ircuit card and the conditions rela t ed to mou nting ar e shown be l ow.
CHAPTER 4 ND A -24282 (E) Pa g e 1 5 6 Re vision 1.0 P A-4DTLA (4DT L) (b) When this c ircuit c ar d is m ounted in PIMB 3. F a ce Layout of La mps, Switc hes, and C onnect ors The face l ayout of lamps , switches, and con nectors of this circuit card is sho wn belo w .
NDA -24282 (E) CHAPTER 4 Page 157 Revision 1.0 P A-4DTLA (4DT L) 4. Lamp Indic ations The con tents of la mp indicati ons of thi s circ uit card are s hown in the tabl e belo w . 5. Switc h Setti ngs Standa rd setti ngs of v a rious switc hes on thi s cir cuit card are sh o wn in the ta ble belo w .
CHAPTER 4 ND A -24282 (E) Pa g e 1 5 8 Re vision 1.0 P A-4DTLA (4DT L) 6. Ext erna l In te rf ace Accommodat ion of the L T connecto r leads of this c ircu it card and c onnecting r out e diagram ar e sho wn belo w .
NDA -24282 (E) CHAPTER 4 Page 159 Revision 1.0 P A-4DTLA (4DT L) Figure 4-17 LT Connect or Leads A ccom modat ion of PIMU-A (2/2) LT Conn ector Ac comm odati on 26 27 28 29 30 31 32 33 34 35 36 37 38 .
CHAPTER 4 ND A -24282 (E) Pa g e 1 6 0 Re vision 1.0 P A-4DTLA (4DT L) (b) L T C onnector Lead Ac commoda tion when t his circuit card is mounted i n PIMB Fi gu re 4 -18 LT Connect or Le ads Accom mod.
NDA -24282 (E) CHAPTER 4 Page 161 Revision 1.0 P A-4DTLA (4DT L) Fig ure 4-18 LT Connec to r Leads A ccom moda tion o f PIM B (2/2 ) LT Connector Accommodation 00 01 02 03 04 05 06 07 08 09 10 1 1 12 13 14 15 16 17 18 19 20 21 22 23 LT 0 PIMB LT Conn ecto r Name Slot No.
CHAPTER 4 ND A -24282 (E) Pa g e 1 6 2 Re vision 1.0 P A-4DTLA (4DT L) NEAX240 0 IMS B00 MDF G R A00 4DT L Modul ar Ja ck DTE RS232 B B10 Y A10.
NDA -24282 (E) CHAPTER 4 Page 163 Revision 1.0 P A-CC98 (ETHER) PA-CC98 (ETHER) Ethern et Co ntro ller 1. Func tional Outl ine In t he NEAX2400 ICS O AI S yst em, this circuit c ard supports the f uncti ons for i nterf a ce between the CPU (IP) c irc uit card and th e e xter nal comput er .
CHAPTER 4 ND A -24282 (E) Pa g e 1 6 4 Re vision 1.0 P A-CC98 (ETHER ) 2. Cir cuit Card Mo unting Locations /C onditio ns The mount ing locat ions and condi tions of this c ircui t card ar e sho wn bel o w.
NDA -24282 (E) CHAPTER 4 Page 165 Revision 1.0 P A-CC98 (ETHER) (a) In the case of module typ e 3. Loca tions of Lamps, Switc hes, and Connec tors The locations of lamps, swit c hes, and c onnect ors equipp e d on this circuit card ar e sh own b el o w.
CHAPTER 4 ND A -24282 (E) Pa g e 1 6 6 Re vision 1.0 P A-CC98 (ETHER ) 4. Lamp Indic ations The m ea n ing o f ind i ca tion o f each lamp on t h i s circuit ca r d i s show n b elow. 5. Switc h Setti ng Each swi tch sett ing on this ci rcuit card and i ts meaning are sh own in the table s on the foll ow ing pages.
NDA -24282 (E) CHAPTER 4 Page 167 Revision 1.0 P A-CC98 (ETHER) SWITC H DIP SW No. SET TI N G DEF A UL T SETTI NG MEANING SW0 (8 DI P Swi tch es ) 1 ON S ets 0, corre sponding t o bit 0 of M A C add r.
CHAPTER 4 ND A -24282 (E) Pa g e 1 6 8 Re vision 1.0 P A-CC98 (ETHER ) SW1 (Continued) 4 ON S ets 0, corre sponding t o bit 11 o f MA C addr ess OFF Sets 1, corre spondi ng to b it 11 of MA C addr ess.
NDA -24282 (E) CHAPTER 4 Page 169 Revision 1.0 P A-CC98 (ETHER) MODULE SLO T SWITCH SWITCH SHAPE REMA RKS SW0 SW1 SW2 Fixed f or the system 12345678 ON 12345678 ON 0.
CHAPTER 4 ND A -24282 (E) Pa g e 1 7 0 Re vision 1.0 P A-GT16 (M BB) PA-GT16 (MBB) Memory Bus Buffer 1. Func tional Outl ine This circ uit card is used in the O AI module type for the NEAX2400 IMX and ICS O AI Syst em.
NDA -24282 (E) CHAPTER 4 Page 171 Revision 1.0 P A-GT16 (M BB) 3. Loca tions of Lamps, Switc hes, and Connec tors The locations of lamps, swit c hes, and c onnect ors equipp e d on this circuit card ar e sh own b el o w. 4. Lamp Indic ations The m ea n ing o f ind i ca tion o f each lamp on t h i s circuit ca r d i s show n b elow.
CHAPTER 4 ND A -24282 (E) Pa g e 1 7 2 Re vision 1.0 P A-GT16 (M BB) 5. Switc h Setti ng Each swi tch sett ing on this ci rcuit card and i t s meaning are sh own be l ow.
NDA -24282 (E) CHAPTER 4 Page 173 Revision 1.0 P A-GT16 (M BB) Switc h Set ting T abl e MODULE NAME SLO T SW NAME SWITCH SHAP E REMARKS APM 12 MB UP: Circuit c ard mak e-b usy DOWN: C i rcu it ca rd m.
CHAPTER 4 ND A -24282 (E) Pa g e 1 7 4 Re vision 1.0 This page is f or your note s..
NDA -24282 (E) CHAPTER 5 Page 175 Revision 1.0 CHAPTER 5 OFFICE DAT A DESIGN 1. GEN ER AL This cha pte r expla ins the offi ce data design for th e ACD in the IMX system. 2. BASIC OFFICE DATA AS SIGNMENT This s e ction e xplains how to assign the basic off ice da ta.
CHAPTER 5 ND A -24282 (E) Pa g e 1 7 6 Re vision 1.0 OFFICE DATA DESIGN 2.1 BAC K-UP UCD When a sys tem provides the back-up UCD group, ACD c alls will be route d to the back-up UCD group if ACD syste m is c orrupte d.
NDA -24282 (E) CHAPTER 5 Page 177 Revision 1.0 OFFICE DATA DESIGN <Back-up UCD f or Fusion se rvice> Design of UCD s tation Assign t he ACD positio ns in the self -node as UCD cont rollin g stati on a t each node.
CHAPTER 5 ND A -24282 (E) Pa g e 1 7 8 Re vision 1.0 OFFICE DATA DESIGN • Patter n 2 when a back -up UCD group is formed by A CD positions in mul tiple node s.
NDA -24282 (E) CHAPTER 5 Page 179 Revision 1.0 OFFICE DATA DESIGN When a UCD group i s organiz ed by ACD position s in multi ple nodes, ACD incomi ng calls c a n not be dis tributed to ACD p ositi ons in the nod e where UCD cont rol ling statio n is not ac commodated when t he link connecti ng the nodes is down.
CHAPTER 5 ND A -24282 (E) Pa g e 1 8 0 Re vision 1.0 OFFICE DATA DESIGN Step 1 : AS HU ( Statio n Hunt ing - UCD)/AS HUN (f or F usio n) Assign UC D group data Note: ASHU command d ata and A SHU N c omm and data c annot be used in a system. Step 2 : AM NO (Monitore d Nu mber)/AMNON (f or Fusion) • Ass ign “1” on a paramete r UC D.
NDA -24282 (E) CHAPTER 5 Page 181 Revision 1.0 OFF IC E D A T A D ESI GN 2.2 A CD IN A FUSION N E TWORK DATA ASSI GNMENT This se ction provides gen eral i nformation abo ut ACD in an Fusion Network a nd also , ne t work esta blis hment condi tions, data pr ogrammin g.
CHAPTER 5 ND A -24282 (E) Pa g e 1 8 2 Re vision 1.0 OFFICE D A T A D ESIGN A C D C ommand D ata (Se e Ch apter 7, “ PBX and A CD Comman d Pr ogramming” for deta ils of ea ch com ma nd. ) Data Description Notice A C D AN A T elephone number (monitor numbe r = pilot numb er) should be set in AM NON bef ore this c ommand.
NDA -24282 (E) CHAPTER 5 Page 183 Revision 1.0 OFF IC E D A T A D ESI GN 3. Th e followin g opera tion codes (O P- COD E) are not avail able for O AI s ystem when OAI and A CD system are used togethe r in the sa me F usion Networ k. See A OKC c ommand in Cha pte r 7 f or details.
CHAPTER 5 ND A -24282 (E) Pa g e 1 8 4 Re vision 1.0 OFFICE D A T A D ESIGN 2.2.1 A CD T RUNK IN A FUSION NET WORK Gen eral Inf or ma t ion To use t he ACD services in a Fusion Ne twork, any ACD calls can be picked up from ACD p osi tions in a node provi ding ACDP us ing AC D trunk i n t he remote n ode.
NDA -24282 (E) CHAPTER 5 Page 185 Revision 1.0 OFF IC E D A T A D ESI GN Dat a Progr am min g Step 1 : AS YDL - ACD for Fusion Networ k. This d ata must be set for a ll nodes t o be provided ACD s ervice. SYS1, I NDEX512: FPC number of t he self-n ode (1- 253) *SYS1, INDEX865: F PC of the nod e providi ng IP.
CHAPTER 5 ND A -24282 (E) Pa g e 1 8 6 Re vision 1.0 OFFICE D A T A D ESIGN 2.2.2 M U LTIPLE A CDPS IN A FUSION NET W ORK Gen eral Inf or ma t ion This f ea ture allows multipl e AC DPs i n a Fusion Ne two rk. Sinc e Se ries 7400 sof twar e, est a blishi ng the CCIS line i s not neces sary to u se ACD function through t he netwo rk.
NDA -24282 (E) CHAPTER 5 Page 187 Revision 1.0 OFF IC E D A T A D ESI GN Serv ice Conditions 1. A CDP can b e accomm odated in a ll fusion node s. 2. The ma ximum number of Sta tus Monitor ing Re quests to a terminal (in cluding T runk ) is decided b y the syste m data (maxim um of ei ght ports a va ila ble inclu ding A CDP , U AP*).
CHAPTER 5 ND A -24282 (E) Pa g e 1 8 8 Re vision 1.0 OFFICE D A T A D ESIGN 6. When Multiple A C DPs are use d in a Fusion Netw or k that accommodat es t he IMX-U sys tem, consi der the foll o wing condit ions when programmi n g data. (a) IMX-U syste m where the agent positio ns are accommodated in a Loca l Node of the system.
NDA -24282 (E) CHAPTER 5 Page 189 Revision 1.0 OFF IC E D A T A D ESI GN Ne tw ork Co nfi gur atio ns: The follo wing a re examples of ACD system co nfigurat ion in a F usion Network whe re single ACDP is provide d and in a network where multipl e ACDPs are pr ovide d.
CHAPTER 5 ND A -24282 (E) Pa g e 1 9 0 Re vision 1.0 OFFICE D A T A D ESIGN The f oll owings are some example conf igura tions of network pr oviding multip le ACDPs. In this netw ork, ACD incoming c alls i n a node ca n be termina ted to a ny nodes depen ding on t he setting.
NDA -24282 (E) CHAPTER 5 Page 191 Revision 1.0 OFF IC E D A T A D ESI GN Dat a Progr am min g This s e ction sh ows data progr amming divided into the t ypes of ACD syst em in th e figure be low.
CHAPTER 5 ND A -24282 (E) Pa g e 1 9 2 Re vision 1.0 OFFICE D A T A D ESIGN 1. Th e foll o w in g i s a q uick re feren ce of opti onal s oftwar e and da ta programm ing for eac h A CD system ty pe.
NDA -24282 (E) CHAPTER 5 Page 193 Revision 1.0 OFF IC E D A T A D ESI GN Note 1: When CM is u sed for ano ther f unction, t his sett ing may b e changed. Note 2: Wh en t h e CPU i n s ys t em 1 is u sed , ass i g n “1 ” . (Used o n ly in Exter nal A C D.
CHAPTER 5 ND A -24282 (E) Pa g e 1 9 4 Re vision 1.0 OFFICE D A T A D ESIGN 3. Some notices for PBX commands data programming are describe d belo w. See Fi gure “Netw ork Conf igura tion of ACD systems” for network co nfig uratio n o f ACD s ystems .
NDA -24282 (E) CHAPTER 5 Page 195 Revision 1.0 OFF IC E D A T A D ESI GN - Softw are to be installe d • Softwa re ins tall for VNDM function (Basi c A C D Option Servi ce softwa re, APL-0809: Series.
CHAPTER 5 ND A -24282 (E) Pa g e 1 9 6 Re vision 1.0 OFFICE D A T A D ESIGN - Data Pr ogramming • SCF Retur n Err or De tail Noti ficatio n (ASYD: SYS1, INDEX241, b3=1) (* ) • A CD data p rogramming (see A CDCCV command da ta in item 4) ( *) (g) LCD displa y is not operate d normally on AC D agent po sit i ons.
NDA -24282 (E) CHAPTER 5 Page 197 Revision 1.0 OFF IC E D A T A D ESI GN C-191A Call Reco ver - A C D C-199A Connection Disp lays - A CD D-133A Do Not Dist urb - Split - A C D E-6A Emergenc y/Recorde .
CHAPTER 5 ND A -24282 (E) Pa g e 1 9 8 Re vision 1.0 OFFICE D A T A D ESIGN T -50A T ime of Day/W eek Routing - A CD T -51A T ally-Oh C odes - A CD T -85A T ally Require d - A CD W -5A W ork Mode - A .
NDA -24282 (E) CHAPTER 5 Page 199 Revision 1.0 ABANDONED CALL SEARCH - ACD A-31A ABANDONED C ALL SEARCH - ACD GENERAL DESCRIPTION This fea ture prohibit s abandoned in c oming cal ls fr om being connect ed to agent/ superv isory posi tions .
CHAPTER 5 ND A -24282 (E) Pa g e 2 0 0 Re vision 1.0 ASSISTANCE - A CD A GENT - ACD A-34A ASS ISTANCE - ACD AGENT - ACD GENERAL DESCRIPTION This feature al lows an agent to call a supe rvisor for as sis tance.
NDA -24282 (E) CHAPTER 5 Page 201 Revision 1.0 ASSISTANCE - A CD AG ENT - ACD Queuing of Assist ance Reques ts: Vali d since the PBX sof tware Se ries 7 400 a nd the ACD software R1. See Multiple Super visor Groups (Split s) - ACD [M -79A] for deta ils.
CHAPTER 5 ND A -24282 (E) Pa g e 2 0 2 Re vision 1.0 A UT OMATIC ANSWER - ACD A-35A AUTOMAT IC A NSWER - ACD GENERAL DESCRIPTION This f ea ture give s an age nt the abil ity to determine whethe r ca lls should b e au tomati cally c onnec ted to the headse t or handse t, or manually answe red after ringing.
NDA -24282 (E) CHAPTER 5 Page 203 Revision 1.0 AUT OMATIC ANSWER - ACD Step 7: The answer m ode c hange c an be ope rated a t an y ti me a posi tion is occupi e d. AUTO ANS WER parameter in ACDSPL deter mines the defaul t se t ting f or this feature for a partic ular split eac h time an age nt o r supe rvisor logs in.
CHAPTER 5 ND A -24282 (E) Pa g e 2 0 4 Re vision 1.0 A VAILABILI TY - A CD POSIT ION - A CD A-37A AVAIL ABILITY - ACD POSIT I ON - ACD GENERAL DESCRIPTION After -Call Ava ilabil ity allows a split to be assigne d to either Automat ic-Availabl e mode or Automat ic-Work mode.
NDA -24282 (E) CHAPTER 5 Page 205 Revision 1.0 A VAILABILITY - A CD P O SITION - A CD SER VICE CONDIT IONS Step 1: The af t er-call m ode can be opera ted wh e never a p o s ition i s occu p ied.
CHAPTER 5 ND A -24282 (E) Pa g e 2 0 6 Re vision 1.0 ANNOUNCEMENTS - A CD A-80A ANNOUNCEM ENTS - ACD GENERAL DESCRIPTION Other va riab le length an nouncemen ts (4-60 se conds/2- 120 seconds/1 - 240 s.
NDA -24282 (E) CHAPTER 5 Page 207 Revision 1.0 ANNOUNCEM ENTS - A CD Step 9: In a single co nnecti on, one ACD inc oming call is connected t o one channel of Digi tal Announce ment Trunks.
CHAPTER 5 ND A -24282 (E) Pa g e 2 0 8 Re vision 1.0 AGENT P ERSONAL QUEUE - A C D A-85A AGENT PERS O NAL QUEUE - ACD GENERAL DESCRIPTION Incomi ng ACD calls wa it in queue s unt i l an agent is availabl e to take the call. T her e are t w o t ype s o f queue f or waiti ng call ers, Spli t Queues and Agent Pe rsonal Queues.
NDA -24282 (E) CHAPTER 5 Page 209 Revision 1.0 AGENT P ER SONAL Q UEUE - A CD OPERA TING PROCEDURE The age nt is handl ing an AC D call or is in Wor k mode, whe n a no n- emerge ncy/non- assis t cal l to the age nt’s persona l pilot number is r eceive d: 1.
CHAPTER 5 ND A -24282 (E) Pa g e 2 1 0 Re vision 1.0 AGENT P ERSONAL QUEUE - A C D PROGRA MMIN G Step 1 : AI GNN - Assi gn telephone num ber for NDM. Step 2 : AMNON - Assign the pilot number (moni tor nu mber) for an individua l call.
NDA -24282 (E) CHAPTER 5 Page 211 Revision 1.0 AUT O W O RK MODE FOR PBX CALLS - A CD A-86A AUTO WORK MODE F OR PBX CALLS - ACD GENERAL DESCRIPTION All the age nts, with in a split, can auto matica lly be pl aced in W ork mode when ha ndli ng a call on a PBX l ine.
CHAPTER 5 ND A -24282 (E) Pa g e 2 1 2 Re vision 1.0 ANALOG A CD P O SITION - A CD A-91A ANALOG ACD P OSITION - ACD GENERAL DESCRIPTION This featur e e xtends the f unctionali ty of ACD fea tures to u sers op erati ng ana log st ati on eq uip ment .
NDA -24282 (E) CHAPTER 5 Page 213 Revision 1.0 ANALOG A CD P O SITION - A CD PROGRA MMIN G Step 1 : AM NON - Assign the Acce ss Codes used i n ACDANA N_MNO: pilot number (monitor numb er) Maximum 5 digit s N_NMI: number monit ored Inde x (1-4095) Step 2: AC DANA ACC: Ac cess code ( Maximum 5 dig its) assigned in AMNO N.
CHAPTER 5 ND A -24282 (E) Pa g e 2 1 4 Re vision 1.0 ALTERNATE N IGHT CCV - A CD A-93A ALTERNAT E NIGHT CCV - ACD GENERAL DESCRIPTION Alterna te Night CCV provi des custom routing on a per Pilot Numb er basis for inc oming ACD ca lls which encounte r splits in the night mode.
NDA -24282 (E) CHAPTER 5 Page 215 Revision 1.0 AGENT ANYWHERE - A CD A- 133A AGEN T ANY WH ERE - ACD GENERAL DESCRIPTION This fea ture is used in the fusion network. This f eature all ows the ACD agent posi tion to be insta lled in any fusi on node ir respectiv e of th e node havin g the ACDP.
CHAPTER 5 ND A -24282 (E) Pa g e 2 1 6 Re vision 1.0 AGENT ANYWHERE - A CD PROGRA MMIN G ASYDL SYS1, INDEX864: Internal ACDP i s p rovi ded (ACD node only) SYS1, INDEX512: FPC number of the self-node .
NDA -24282 (E) CHAPTER 5 Page 217 Revision 1.0 BREAK MODE - A CD B-20A BREAK M ODE - ACD GENERAL DESCRIPTION This f eatu re al low s a n ag en t t o take t he ir p o s it ion out of the qu eue without logg ing off or entering Automa tic- Work mode.
CHAPTER 5 ND A -24282 (E) Pa g e 2 1 8 Re vision 1.0 BREAK MOD E - A CD SER VICE CONDIT IONS 1. Logging o ff is permitted wh ile in Break Mode, by pres sing the L OGON ke y . T h e a f t er - c a l l m ode may be toggle d wh ile on break and set to either Aut om atic-W ork or Automat ic- A vailable.
NDA -24282 (E) CHAPTER 5 Page 219 Revision 1.0 BAD CAL L NOTIFICATIONS - A CD B-21A BAD CA LL N OTIFI CAT IONS - AC D GENERAL DESCRIPTION Bad Call Notifica tions a re pr inted on t he PBX syst em’s MAT pr i nter whe n they occur.
CHAPTER 5 ND A -24282 (E) Pa g e 2 2 0 Re vision 1.0 CALL DISTRIB UT IO N TO AGENT S - A CD C-35A CALL DIST RIBUTION TO AGENTS - ACD GENERAL DESCRIPTION ACD ca lls ar e autom aticall y d istribu ted a.
NDA -24282 (E) CHAPTER 5 Page 221 Revision 1.0 CALL D I STRIB UT ION T O AGENTS - A CD OPERA TING PROCEDURE No ag e n ts avai l ab le : 1. An incoming A CD ca ll is queued. 2. An ag e nt beco m es availabl e. 3. The longest wait ing A CD call in the que ue with the highe st prior ity is assigned to that a gent.
CHAPTER 5 ND A -24282 (E) Pa g e 2 2 2 Re vision 1.0 CALL T RANSFER TO SPLIT Q UEUE - A CD C-67A CALL TR ANSFER TO SPLIT QUEUE - ACD GENERAL DESCRIPTION This f eat ure al lows calls t o be transfe rred by agent s or su p ervisors, PBX station u sers, o r atte ndants to splits i n the ACD syste m.
NDA -24282 (E) CHAPTER 5 Page 223 Revision 1.0 CALL T RANSFER TO SP LIT QUEUE - A CD From an attendant console: 1. The atte ndant t ransfe rs t he cal ling par ty to the ACD b y dialing a pi lot numbe r . 2. RBT is pro vided to the at tendant . At this point the attend ant may e ither complet e or cancel t he tran sfer.
CHAPTER 5 ND A -24282 (E) Pa g e 2 2 4 Re vision 1.0 CALL W AI TING INDICATION - L CD D ISPLA Y/CW LAMP - A CD C- 68A CAL L WAITI N G INDICATION - LCD DI SPL AY/ CW L AMP - ACD GENERAL DESCRIPTION This fea ture provides visu al indicati on of a split’s c ur rent que ue depth by the use of the CW lamp (Call Waiting) and the positi on’s display.
NDA -24282 (E) CHAPTER 5 Page 225 Revision 1.0 CALLING PARTY IDENTIFICATION - A CD C-70A CALLING PART Y IDENTIFICATION - ACD GENERAL DESCRIPTION This f eature allows c allin g pa rty i nformat i on t o b e d i sp la yed on th e L CD o f the D ter m when an i n co m ing c all is assi gned to an ACD age nt.
CHAPTER 5 ND A -24282 (E) Pa g e 2 2 6 Re vision 1.0 CALLING PARTY IDENTIFI CATION - A CD 7. If an in com ing A CD c all en ters t he sy stem th rough a pi lot numb er and t he r eceiving agent uses a.
NDA -24282 (E) CHAPTER 5 Page 227 Revision 1.0 CALL CONTROL V ECTOR - A CD C- 108A CAL L CONT R OL V ECT OR - A CD GENERAL DESCRIPTION A Call Contro l Vector (CCV) is a seri es of s teps that descri be how an incoming ACD c all i s to be ha ndled. A CCV can consi st of a maxi mum of 20 steps.
CHAPTER 5 ND A -24282 (E) Pa g e 2 2 8 Re vision 1.0 CALL CONTROL V ECTOR - A CD A li s t o f th e availab le CC V i nstr u ctio n s and their ass ociated varia bles follows. 1. QUEUE T O SPLIT #n This inst r uction di rects a c all to the spe c ified sp li t.
NDA -24282 (E) CHAPTER 5 Page 229 Revision 1.0 CALL CONTROL V ECTOR - A CD c. N o C alls A cce pte d The spl it will not a ccep t any call that is dir ected t o the split b y a Conditi ona l Que ue t o Split i nstruction. The split will only accept calls that are prese nted through a Que ue to Split in struction.
CHAPTER 5 ND A -24282 (E) Pa g e 2 3 0 Re vision 1.0 CALL CONTROL V ECTOR - A CD 6. ANNOUNC EMENT #n This i nstruction connect s the ca ller to the beginnin g of t he spe ci f ied a nnounce me n t . Incom ing ca llers wi th held parties cannot be c onnec te d to an a nnounce men t, al th ou gh t his w ill no t a ffe c t thei r CCV processing .
NDA -24282 (E) CHAPTER 5 Page 231 Revision 1.0 CALL CONTROL V ECTOR - A CD 11. NEW PRIORITY #n This i n s tr u ct ion i s u s ed t o ch an g e t he curren t p ri or ity a ssoci at ed w ith a ca ll to a differ ent p ri ori t y in all the splits to which the call is currentl y queued.
CHAPTER 5 ND A -24282 (E) Pa g e 2 3 2 Re vision 1.0 CALL CONTROL V ECTOR - A CD Imagin e this small CCV ex ample : 3. Queue to 1. this is the re gular s plit queue 4. ET A Greate r 120 5. Goto CCV step 8. 6. Que ue t o 3. th is co uld be th e standard overflow split 7.
NDA -24282 (E) CHAPTER 5 Page 233 Revision 1.0 CALL CONTROL V ECTOR - A CD 19. END This i nst ru ct i o n termin at es the proc es s ing of the CC V. The call remai n s in a ny queu e or qu eu es i n which it curre n tly r esi de s , an d t h e c al l er will b e conne c t ed t o a n agent w hen o ne is availabl e.
CHAPTER 5 ND A -24282 (E) Pa g e 2 3 4 Re vision 1.0 CALL CONTROL V ECTOR - A CD j. A m aximum of 1000 a bbre viated code s can be assig ned fo r the A CD. k. For selec ting ex te rn al r outes , LC R can be us ed . l. Wh en an over flow has encoun tered all extern al tr unks bus y, it may be r etrie d with a Goto inst ruc ti on.
NDA -24282 (E) CHAPTER 5 Page 235 Revision 1.0 CALL W AITING LAMP WITH C HIME - A CD C- 110A CAL L WAITI N G LAMP WIT H CHIME - ACD GENERAL DESCRIPTION An optional c hime is availa b le, on a split- wide b asis, a s a companion audio sign al to the visua l signals offered by the CW lamp (Cal l Waiting) .
CHAPTER 5 ND A -24282 (E) Pa g e 2 3 6 Re vision 1.0 CALL FORW AR DI NG - SPLIT - A CD C-127A CALL FORWARDING - SPLIT - ACD GENERAL DESCRIPTION This f eat ure provi des a lternat e routing f o r call s desti ne d for a particu lar split.
NDA -24282 (E) CHAPTER 5 Page 237 Revision 1.0 CA LL FORWARDING - SPL I T - A CD Step 2: AC DPL T - D es ignate d t he CCV for al ternat e route Step 3 : ARRC - Release the ro ute re stric tion betwe en the ACD line and the tie l ine.
CHAPTER 5 ND A -24282 (E) Pa g e 2 3 8 Re vision 1.0 CALL RECOVER - A CD C- 191A CAL L REC OVER - A CD GENERAL DESCRIPTION The call recover feature al lows an ACD cal l to ring a t an ACD position for.
NDA -24282 (E) CHAPTER 5 Page 239 Revision 1.0 CONNECTION DISPL AYS - ACD C- 199A CONNE C TION DISPL AYS - ACD GENERAL DESCRIPTION This f eat ure all ows ea ch ag ent to speci fy the exact sequenc e of disp lays to be deliv ered to the LC D dis play at the t ime of a n incoming ACD ca ll conne ction.
CHAPTER 5 ND A -24282 (E) Pa g e 2 4 0 Re vision 1.0 CONNECTION DISPLAYS - ACD When u sing display code 3, ti m e i n queue merged display, t he a ctual ti m e in queue will be merged with the previ o us di spl ay if po ss ibl e.
NDA -24282 (E) CHAPTER 5 Page 241 Revision 1.0 CONNECTION DISPL AYS - ACD SER VICE CONDIT IONS 1. Connect displa ys are sa ved afte r logof f for each agent unle ss the ag ent is using a Personal Emer ge n cy Superv isor .
CHAPTER 5 ND A -24282 (E) Pa g e 2 4 2 Re vision 1.0 DO NOT DISTURB - SPLIT - ACD D-133A DO NOT DISTURB - SPLIT - ACD GENERAL DESCRIPTION The Do Not Disturb feat ur e disable s que u ing when there are no agents logged onto the split . When the last agent logs of f the split will be automatic ally pl ac ed in the Do Not Disturb mode .
NDA -24282 (E) CHAPTER 5 Page 243 Revision 1.0 DO NOT D ISTURB - SPLIT - ACD 7. The pro cessi ng of this CCV will c ont inue fr om St ep 6 i n a n or mal f ashion, wit h all P ause a nd Announcement steps pr ocessed . 8. The f irst agent logs onto Split 5 and is in Work mode.
CHAPTER 5 ND A -24282 (E) Pa g e 2 4 4 Re vision 1.0 EMER GE NCY/RECOR DER - A CD E-6A EMERGENC Y/RECORDER - ACD GENERAL DESCRIPTION In an emerge ncy, thi s featur e allows a conve rsati on between an.
NDA -24282 (E) CHAPTER 5 Page 245 Revision 1.0 EMERGENCY/RECORDER - A CD Note: When t he supervisor pr esses the MON/BARGE ke y , B ARGE? is di splayed. By pr essing 1# a thr ee-way confer ence is establi shed. SER VICE CONDIT IONS 1. This s ervice re quires t he three -confe rence trunk.
CHAPTER 5 ND A -24282 (E) Pa g e 2 4 6 Re vision 1.0 EMER GE NCY/RECOR DER - A CD 14. The emer genc y c all i s s til l rout ed to the s upervisor e ven if the recording equipment is not a v aila ble. The recordi ng equi pment must be idle at the beginning of th e emer gency call.
NDA -24282 (E) CHAPTER 5 Page 247 Revision 1.0 EMERGENCY/RECORDER - A CD Step 4 : AADTN - As sign the r ela ted d ata of recordi ng machine . TYPE: 2 (Recording Tr unk) NO.: 1~5 RT: Route num ber for recording machine TK: Trunk number fo r recordi ng machine Step 5 : MBTK - Make the i nterface trunk (COT) id le.
CHAPTER 5 ND A -24282 (E) Pa g e 2 4 8 Re vision 1.0 FUNCTION GROUPS ( SPLITS) - A CD F-10A FUNC TION GROUP S (SPL ITS) - ACD GENERAL DESCRIPTION Plea se re fer to S plits - ACD [S-91A] f or a f ull de scripti on of how split s ar e use d with thi s produ ct.
NDA -24282 (E) CHAPTER 5 Page 249 Revision 1.0 FLEX IBL E ID CODES - ACD F-25A FL EXIBLE ID CODES - ACD GENERAL DESCRIPTION ID code s are used by agent s and superv isors to acces s t he A C D syste m.
CHAPTER 5 ND A -24282 (E) Pa g e 2 5 0 Re vision 1.0 FLEX IBL E ID CODES - ACD SER VICE CONDIT IONS 1. The maximum l ength for an ID code i s nine di gits, and only the digits “0” thr ough “9” a re a ll o wed . 2. Leading zeros are per m itte d, b ut a re not m eaningf ul, in logon ID c o de s.
NDA -24282 (E) CHAPTER 5 Page 251 Revision 1.0 HOLIDA Y SCHEDULING - ACD H-20A HOLIDAY SCHEDU LING - AC D GENERAL DESCRIPTION Holida ys may be progr ammed up t o 365 days in advance. O n a holida y, specia l call rou ting is in ef fect for up to eight time-of -day changes.
CHAPTER 5 ND A -24282 (E) Pa g e 2 5 2 Re vision 1.0 HOT SPL IT - A CD H-31A HOT SP LIT - ACD GENERAL DESCRIPTION This feat ure was designed to accommodate “Auto m atic” agent s of “Hot” agents. That is to say, agents who never log on, ne ver log off and neve r take brea ks.
NDA -24282 (E) CHAPTER 5 Page 253 Revision 1.0 HOT S PLI T - A CD PROGRA MMIN G Step 1: AC DPSN LINE NUMBERS = ACD and PB X are the s a me ANALOG AGENT POSITION = No Step 2: AC DSPL HOT SP LIT = Yes.
CHAPTER 5 ND A -24282 (E) Pa g e 2 5 4 Re vision 1.0 INF OLINK DATA MESSAGES - ACD I-99A INFOLINK DATA MESSAGE S - ACD GENERAL DESCRIPTION Infoli nk Da t a M essa ges provide s a two- way communication s link between the ACD and external c omputer equip ment.
NDA -24282 (E) CHAPTER 5 Page 255 Revision 1.0 INF OLINK DATA M ESSAG E S - A C D The fol lowing tables la y out the names of t h e message s cur rently a va i lable: Inbou nd Messag es fro m Infolink.
CHAPTER 5 ND A -24282 (E) Pa g e 2 5 6 Re vision 1.0 INF OLINK DATA MESSAGES - ACD OPERA TING PROCEDURE Depending on the u s age o f ea ch applicatio n. SER VICE CONDIT IONS 1. Each fe ature is defi ne d by the detail spe cif ication of e ach application .
NDA -24282 (E) CHAPTER 5 Page 257 Revision 1.0 LOG ON/LO GOFF P OSITI ON - A CD L-19A LOGON/LOGOFF POSI TION - ACD GENERAL DESCRIPTION Access to the ACD syste m is c o ntrolled ei ther with or without logo n ID code s. A logon ID code is used to ident ify ind ividual agents or supe rvisors, to the ACD, f or stati stics gather ing pur poses.
CHAPTER 5 ND A -24282 (E) Pa g e 2 5 8 Re vision 1.0 LO GON/LO GO FF POSITI ON - ACD b . The tim e since l ogon in h ours, minute s, and seconds; for e xample, SHIFT 6:38: 08 . c. The number of incomi ng calls handled; for e xa mple , A CD CALLS 138 .
NDA -24282 (E) CHAPTER 5 Page 259 Revision 1.0 LANGUAGE DEFAULT - A CD L-48A LANGUA GE DEF AULT - ACD GENERAL DESCRIPTION This featur e al lows the selec tion of a language, appl icable to an entire tenant, f or us e in messages d i s pl a yed at positio ns where an agent i s not logged onto the ACD syste m.
CHAPTER 5 ND A -24282 (E) Pa g e 2 6 0 Re vision 1.0 LOGOFF W ARNING - ACD L-92A LOGOFF WARNING - ACD GENERAL DESCRIPTION This f eature is pr ogrammed on a per-s plit basis vi a the ACDSPL MAT c ommand.
NDA -24282 (E) CHAPTER 5 Page 261 Revision 1.0 MONITORING - A CD S UP ERV ISO R - A CD M-28A MONITORING - ACD S UPERVISOR - ACD GENERAL DESCRIPTION This f eature allows t he supervi sor to sele ct an agent posit ion and to monito r the calls on both the ACD li ne and the non-ACD line at that posi tion.
CHAPTER 5 ND A -24282 (E) Pa g e 2 6 2 Re vision 1.0 MONITORING - A CD SUP E RVI SOR - A CD Bar gin g in on the monitor ed call: 1. Set up the moni tor fu nct i on as de s cribed in the preceding secti on.
NDA -24282 (E) CHAPTER 5 Page 263 Revision 1.0 MONITORING - A CD S UP ERV ISO R - A CD CAUTION: The us e of a monitoring de vice t o ea v esdrop may be ille g al under c ertain circumsta nces and laws . Le ga l advice shoul d be sought befo re implementi ng any pr actice tha t monit ors a telephone con versa tion .
CHAPTER 5 ND A -24282 (E) Pa g e 2 6 4 Re vision 1.0 MULT IPL E CUS TOMER GR OUPS - A CD M-29A MULT IPLE CUST OMER GROUPS - AC D GENERAL DESCRIPTION The system can be arrange d t o independent ly servi ce more than one ACD customer (t enant).
NDA -24282 (E) CHAPTER 5 Page 265 Revision 1.0 MULT IP LE CUSTO MER GR O U P S - A CD b 6 : Maximum N ec essary Digit Data (“AMND” comman d) b 7 : Announcement Equipment Data (“ AAED” command).
CHAPTER 5 ND A -24282 (E) Pa g e 2 6 6 Re vision 1.0 MULT IPLE S UPER VISO R GR OUPS (S PLI TS) - A CD M-79A MU LTIPLE SUPERVISOR GROUPS (SPLITS) - ACD GENERAL DESCRIPTION Multip le supervisor s ca n be grouped togeth er to f orm a s plit when it is n ecess ary for mo re than one s uperv isor to serve a split o f agents.
NDA -24282 (E) CHAPTER 5 Page 267 Revision 1.0 MULTI PL E SU P ER VISO R GR OUPS (SPL IT S) - A CD PROGRA MMIN G Step 1 : AC DSPL - Assign assis tance and emergency request destinations pe r spl it.
CHAPTER 5 ND A -24282 (E) Pa g e 2 6 8 Re vision 1.0 MIS OPER ATOR SEL ECT ION - A CD M-88A MIS OPERAT OR SELECT ION - ACD GENERAL DESCRIPTION This f eat ure permi ts the sele ction of an a ccess code for an operator , f or an e ntire tenant.
NDA -24282 (E) CHAPTER 5 Page 269 Revision 1.0 MONITOR ME - A CD M-89A MONITOR ME - ACD GENERAL DESCRIPTION During an ACD call, an ag ent can req uest to be m onitored by a spe cific s upervis or. When the agent pr esses th e ASSIS T key or presses the TALLY key and dials 006#, a monitor reque st is s ent to the des ignated super visor.
CHAPTER 5 ND A -24282 (E) Pa g e 2 7 0 Re vision 1.0 MONITOR ME - ACD SER VICE CONDIT IONS 1. This s ervice re quires t he three -confe rence trunk. 2. Du ring the barge (th ree-way conv ers ation), any of the thre e par t i e s ma y r elease thems el ve s f rom the c all; the o ther two parti es remain conn ected.
NDA -24282 (E) CHAPTER 5 Page 271 Revision 1.0 M U LT I-SP LIT AGE N T - A CD M -90A M ULTI -SPLI T AGE NT - ACD GENERAL DESCRIPTION This f eature allows an indivi dua l a gent to ha ndle ca lls from a maximum of four (ACDP software R1 or R 2)/ sixte en spli ts (ACDP software R3) .
CHAPTER 5 ND A -24282 (E) Pa g e 2 7 2 Re vision 1.0 MULTI-SPLIT A GENT - A CD The spl its tha t an ag ent can han dle are not based solel y on the a gent’s l ogon I D. A co m bi n at ion o f three factor s deter mines which splits a spec if ic ag ent, at a specific positio n, can handle.
NDA -24282 (E) CHAPTER 5 Page 273 Revision 1.0 M U LT I-SP LIT AGE N T - A CD An agent, in mul ti-spli t mode, whose logon ID allows a li st of specific split s can log on at a position that a llows a.
CHAPTER 5 ND A -24282 (E) Pa g e 2 7 4 Re vision 1.0 MULTI-SPLIT A GENT - A CD The s plits allo wed to a po sition or a n agent can be change d b y using the ACD M A T , the M IS, or a Sup erviso r T all y-Oh C od e. These changes c an be implemented whil e agents are logge d on a t positions.
NDA -24282 (E) CHAPTER 5 Page 275 Revision 1.0 NIGH T SERVICE - A CD N-12A NIGHT SERVICE - ACD GENERAL DESCRIPTION This fea ture p rovide s alternate routin g for c alls destin e d for a pa rtic ular split .
CHAPTER 5 ND A -24282 (E) Pa g e 2 7 6 Re vision 1.0 NI GHT SE RVICE - A CD 5. Wh en a call att em pts t o queue to a split u s ing the C ondi t i o n a l Q ueue to S pli t in st r uct i o n in a CCV a n d the split is in Nig ht mode, the Condit ional Q ueue to Split instruc tion i s skipped.
NDA -24282 (E) CHAPTER 5 Page 277 Revision 1.0 NON-A CD CALL - ACD N-14A NON-ACD CALL - ACD GENERAL DESCRIPTION This fea tur e allows age nts an d supe rviso rs to rece ive c alls fro m an d plac e calls to othe r ports i n the sy stem (e .g., PBX sta tion s, at tendants, trunks).
CHAPTER 5 ND A -24282 (E) Pa g e 2 7 8 Re vision 1.0 OVERF LO W - A CD O-10A OVER FLOW - ACD GENERAL DESCRIPTION This f eatu re allows an ACD i ncoming call, which queues to a spl it for the pre dete rmined per iod, que ue to anoth e r SPLI T autom atically and simul taneously.
NDA -24282 (E) CHAPTER 5 Page 279 Revision 1.0 OVE RF LOW OUTS I D E - A CD O-19A OVER FLOW OUTSIDE - ACD GENERAL DESCRIPTION This f eat ure is provided by proper progr amming of Call Contr ol Vector s, spe cific ally u sing the “ Transfer To” instr uction.
CHAPTER 5 ND A -24282 (E) Pa g e 2 8 0 Re vision 1.0 PRI ORI T Y Q U EU ING - A CD P-21A PRIORITY QUEUING - AC D GENERAL DESCRIPTION The ACD system supports 25 0 d iffer ent queue priori t ies for eve ry split.
NDA -24282 (E) CHAPTER 5 Page 281 Revision 1.0 P RIO R IT Y Q UE U ING - ACD PROGRA MMIN G Step 1 : AC DTG - Assign the prior it y order t o each ACD route.
CHAPTER 5 ND A -24282 (E) Pa g e 2 8 2 Re vision 1.0 PILOT NUMBERS - A CD P-40A PILOT NUMBERS - ACD GENERAL DESCRIPTION Pilot numbers are the acces s codes to ACD fu nctions. They are p rogrammed into the PBX-side database accordi ng to the num bering plan in e ffect f or the sys tem.
NDA -24282 (E) CHAPTER 5 Page 283 Revision 1.0 PE R SONAL EME R GE N C Y AND ASSIST - A CD P-4 5A PER SONAL E MERG ENCY AND A SSIST - AC D GENERAL DESCRIPTION This featu re al low s an a gen t to have.
CHAPTER 5 ND A -24282 (E) Pa g e 2 8 4 Re vision 1.0 P E R SONAL EMERGENCY AND A SSIST - A CD T o p lace a persona l e m ergency req u est: 1. While engaged in a n A C D call, the agent pr esses the EMERGENCY ke y , the agent’ s displa y shows EMR KA TH EY , a nd the as so c i a t ed lamp is li t .
NDA -24282 (E) CHAPTER 5 Page 285 Revision 1.0 QUE U I NG - A CD Q-1A QUE UING - ACD GENERAL DESCRIPTION There ar e two queue s for every s plit. One queue contains a prioritized li st of call ers wai.
CHAPTER 5 ND A -24282 (E) Pa g e 2 8 6 Re vision 1.0 QUEU I NG - ACD 2. Conditiona l queuing: One of the two fol lo wing condi tion s ( progra mmed on a split-wide basis) will be checke d before a call is eith er conn ected to an ag ent or queued.
NDA -24282 (E) CHAPTER 5 Page 287 Revision 1.0 QUE U I NG - A CD SER VICE CONDIT IONS 1. Queuing Lim itati ons: a. A n inc omi n g ACD cal l can fo l l ow a se t of ins tr uc tio n s in t h e CC V , as s o ci at ed w i th th e pilo t num ber, and enco unter m any di f fe r ent spli ts.
CHAPTER 5 ND A -24282 (E) Pa g e 2 8 8 Re vision 1.0 RELEASE - ACD P OSITION - A CD R-19A REL EASE - ACD POSITION - ACD GENERAL DESCRIPTION This featur e a l lows an agent who is using a headset t o release from a c a ll by pressing the RELEASE key, rather than fo r the ot h er part y t o di sconne c t .
NDA -24282 (E) CHAPTER 5 Page 289 Revision 1.0 RI NG DE LA Y - A C D R- 145A RING DE LAY - A CD GENERAL DESCRIPTION This fea ture is programmed in a Call Control Vector (ACDCCV) using th e Ring Delay step followe d by a parame ter of fro m one to 15 se conds.
CHAPTER 5 ND A -24282 (E) Pa g e 2 9 0 Re vision 1.0 SP LI TS - A CD S-9 1A SPLITS - ACD GENERAL DESCRIPTION A Split is a basi c buildin g block of a call cent er and is ge neral ly thought to c onsis.
NDA -24282 (E) CHAPTER 5 Page 291 Revision 1.0 SP LI TS - A CD Assist Dest ination A d e s t i n a t io n to re c e i v e c al ls w h en a n a g en t pr es s e s t h e A ss i s t K ey c a n be s p e cifi ed for e a c h s plit.
CHAPTER 5 ND A -24282 (E) Pa g e 2 9 2 Re vision 1.0 SP LI TS - A CD Do Not Dis t urb Mode When a sp l it i s unstaf fed it operate s in a D o No t D i s turb Mode.
NDA -24282 (E) CHAPTER 5 Page 293 Revision 1.0 SP LI TS - A CD Stra nd ed Calls CC V If the r e are c a ll s remaining in que ue even after the la st agent has logged of f t hey will be f o rwarded automatical ly to th e Stranded Calls C CV if on h as been specified.
CHAPTER 5 ND A -24282 (E) Pa g e 2 9 4 Re vision 1.0 SPLI T DISPL A Y - A CD P OSITI ON - A CD S-9 7A SPL IT DIS PLAY - ACD PO SITIO N - ACD GENERAL DESCRIPTION The name of the split tha t a position bel ongs to can be displayed whil e the position is in Vacant mode.
NDA -24282 (E) CHAPTER 5 Page 295 Revision 1.0 S P LI T SEL E C TI ON - A CD S-98A SPLIT SELECTION - ACD GENERAL DESCRIPTION Split sele ction is determi ned by the posi tion in use a nd the log on ID in use .
CHAPTER 5 ND A -24282 (E) Pa g e 2 9 6 Re vision 1.0 STRANDED CALL ROUTIN G - ACD S-108A STRANDED CALL ROUTING - ACD GENERAL DESCRIPTION A stranded call i s defined a s a cal l left una nswered in q ueue at the tim e when t he last agent in the s plit logs o ff the ACD system.
NDA -24282 (E) CHAPTER 5 Page 297 Revision 1.0 T RUNK T ROUBLE REPORT - MIS - A CD T - 24A TRUN K TROUBLE REP ORT - MIS - ACD GENERAL DESCRIPTION This fea ture allows a n agent t o indicate a trouble condi tion af fectin g a trunk (e.g., poor transmiss ion) which is encounte red d uring a call.
CHAPTER 5 ND A -24282 (E) Pa g e 2 9 8 Re vision 1.0 T AL LY COUNT - A CD T - 49A TALLY COUNT - ACD GENERAL DESCRIPTION This fea tur e allows ag ents to reg ister t he occu rrences of sev eral speci fic eve nts using the dial keyp ad, such as response s to var ious advertising met hod, s a le s ca mpa ig n s, or ca lls from par ticul a r locations.
NDA -24282 (E) CHAPTER 5 Page 299 Revision 1.0 TIME OF DA Y/W EEK ROUTING - ACD T -50A TIME OF DAY/WEEK ROUTING - ACD GENERAL DESCRIPTION The ro uting of incomi ng calls is cont rolled by the time of week. A week can be di vi ded into 50 time seg m ents, with d ifferent c all handli ng perf ormed d uring e a ch s egment.
CHAPTER 5 ND A -24282 (E) Pa g e 3 0 0 Re vision 1.0 T AL LY-OH CODES - ACD T - 51A TALLY -OH CODES - ACD GENERAL DESCRIPTION Tally -Oh Codes are res erved for speci al use by agent s or super viso rs in the ACD system and are not reported to the MI S.
NDA -24282 (E) CHAPTER 5 Page 301 Revision 1.0 T ALLY- OH COD ES - ACD 003# Display number of w orking agents i n sp lit. A w orking agent is one t h at is logged on, and not in break mode. (Eit he r on an A CD call, in work mode, or rea dy mode) If us ed from a va cant pos itio n, the po s it i o n ’ s s p lit is us ed .
CHAPTER 5 ND A -24282 (E) Pa g e 3 0 2 Re vision 1.0 T AL LY-OH CODES - ACD Super vi sor T ally-O h Cod es Code Description 030 Display stati stics f or a gi ve n age nt: shift t ime, number of ACD calls ans wered , avera g e talk ti me, total time in W ork mode sinc e loggi ng o n, a nd to tal t ime in B reak mode sinc e logg ing on.
NDA -24282 (E) CHAPTER 5 Page 303 Revision 1.0 T ALLY- OH COD ES - ACD 039 Display number of age nts on b reak for a given split. Press: 039s s# (ss = one or tw o digit sp lit number) Sample Dis plays: SKY -D IVERS 2 040 Change Night mode of a gi ven sp lit.
CHAPTER 5 ND A -24282 (E) Pa g e 3 0 4 Re vision 1.0 T AL LY-OH CODES - ACD SER VICE CONDIT IONS 1. T al ly- Oh Co d e s are e nter ed by pre s s ing o n e o f the dial k ey p ad d i gi t s, “0 ” th r ough “9”.
NDA -24282 (E) CHAPTER 5 Page 305 Revision 1.0 T ALL Y REQUIR ED - A CD T - 85A TALLY REQUIRED - ACD GENERAL DESCRIPTION This fea ture is programmed on a per-spli t basis via the ACDSPL command.
CHAPTER 5 ND A -24282 (E) Pa g e 3 0 6 Re vision 1.0 V ARIABLE QUEUEING V -10 VARIABLE QUEUE ING Gener al Descrip tion Thi s f ea tu re a ll ows the ACD ca lle r to be queue d to a s plit , dependin g on the number of workin g agents at the tim e tha t th e AC D c a l l is p r es en t e d to th e sp li t .
NDA -24282 (E) CHAPTER 5 Page 307 Revision 1.0 W ORK MODE - A CD W -5A WORK MODE - ACD GENERAL DESCRIPTION This feature o f fe rs the choi ce of a llowing the ag e nts within a sp li t to en ter a nd ex i t Work Mod e. Calls waiti ng in que ue cannot be connect ed to ag ents in th e Work Mode.
CHAPTER 5 ND A -24282 (E) Pa g e 3 0 8 Re vision 1.0 W O RK MODE - A CD OPERA TING PROCEDURE This featur e is an inher ent feature of the ACD programs. Agent s use the WORK key on their ACD posi tion to set the Work Mode approp riat ely. Work M o de r estr ictions and timeout s are progra mmed using the command ACDSPL for e ach spl it.
NDA -24282 (E) CHAPTER 5 Page 309 Revision 1.0 W ORK MOD E TI ME L IMI T - A CD W -6A WORK MODE TIME LIMIT - ACD GENERAL DESCRIPTION This feat ure a llows the specif ication of a maximum time limit for an agent to be in Work mode at the conclus ion of an ACD call before being a utomati cally place d in Ready mode.
CHAPTER 5 ND A -24282 (E) Pa g e 3 1 0 Re vision 1.0 ZIP T O NE - ACD Z-1A ZIP TO NE - ACD GENERAL DESCRIPTION When an agent is ope rati ng i n Automatic Answe r - A CD [A-35A ] mode, the syst em will provide an a udible bur st of t one t o t he a gent ’ s r e ce ive aud io pa th b ef ore conne cting an i ncomin g AC D ca ll .
NDA -24282 (E) CHAPTER 6 Page 311 Revision 1.0 CHAPTER 6 A C D SERVICE FEATURES FUNCTIONAL T E ST PR O C EDURES After the inst allat ion test follo wi ng by “Inst a llation M anual”, te st the ACD serv i ce features fol l owing th e fl owchart belo w .
CHAPTER 6 ND A -24282 (E) Pa g e 3 1 2 Re vision 1.0 A CD SERVICE FEATURES F UNCTIONAL T E ST PRO CEDURES Night Ser vice B Monito ring- ACD Supervisor O verfl ow Center Clo sed Announcement Announceme.
NDA -24282 (E) CHAPTER 6 Page 313 Revision 1.0 A CD SERV ICE FEATURES FUNCTIONAL T EST PRO CEDURES Aban d oned Cal l Se arc h Abandoned Call S earch (A31) Trunk Trouble Repor t Trunk Trouble Repor t-MIS ( T24) MIS Terminal Functio ns Tall y Count (T49) For the fol lowing servic es, refe r to the m anual descri bed MIS f unctio ns.
CHAPTER 6 ND A -24282 (E) Pa g e 3 1 4 Re vision 1.0 A CD SERVICE FEATURES F UNCTIONAL T E ST PRO CEDURES NAP-215- 101 Sheet 1/ 2 AC D I n c o m i n g Set up a loop- back connect ion between C OT for AC D trunk group to be tested an d station l in e. Log o ff agent pos itions and supervisory p osition s.
NDA -24282 (E) CHAPTER 6 Page 315 Revision 1.0 A CD SERV ICE FEATURES FUNCTIONAL T EST PRO CEDURES NAP-215- 101 Sheet 2/ 2 AC D I n c o m i n g A CD Agent/Sup ervisory Po s itio n Tr unk I nco mi ng Ca ll • T est all agent a nd s upervisor y positi on trunks with the foll owing proced ure.
CHAPTER 6 ND A -24282 (E) Pa g e 3 1 6 Re vision 1.0 A CD SERVICE FEATURES F UNCTIONAL T E ST PRO CEDURES NAP-215- 102 Sheet 1/ 1 Ca ll Dis tr i but io n t o A gen t s Log o ff al l ACD agent/supe rvisory pos ition s. C.O. trunk inc oming. • Place C.
NDA -24282 (E) CHAPTER 6 Page 317 Revision 1.0 A CD SERV ICE FEATURES FUNCTIONAL T EST PRO CEDURES Note: The pri ority of C.O. trunk call incom in g queue i s deter mined depending on the queue priorit y s et with th e Assignme nt of T runk Gr oup data (A CDTG) command.
CHAPTER 6 ND A -24282 (E) Pa g e 3 1 8 Re vision 1.0 A CD SERVICE FEATURES F UNCTIONAL T E ST PRO CEDURES NAP-215- 104 Sheet 1/ 1 A uto mati c Call Dis trib uti on Log o ff all agent and sup ervisory posi t ions. Log on agent positions in se quenc e. • Log on agent positions in order of C → D → E.
NDA -24282 (E) CHAPTER 6 Page 319 Revision 1.0 A CD SERV ICE FEATURES FUNCTIONAL T EST PRO CEDURES Note: This te st does not use the Overflow servic e. Relat ed commands: AAD T, ACDC C V NAP-215- 105 Sheet 1/ 1 Dela y Announc ement Log o ff al l agent and supervisory p osit ions.
CHAPTER 6 ND A -24282 (E) Pa g e 3 2 0 Re vision 1.0 A CD SERVICE FEATURES F UNCTIONAL T E ST PRO CEDURES (a) If t he weekl y sche dule No. is set as the incoming pat h : (b) If t he call cont r ol vect or is set as the incomi ng p a th: NAP-215- 106 Sheet 1/ 1 Center Clos ed Announc ement C.
NDA -24282 (E) CHAPTER 6 Page 321 Revision 1.0 A CD SERV ICE FEATURES FUNCTIONAL T EST PRO CEDURES NAP-215- 107 Sheet 1/ 1 Over fl ow Log on t he ACD a g ent and super visory positions of th e ov e rflow or igin ation split. Log on t he ACD a g ent and super visory positions of th e ov e rflow de stin ation split.
CHAPTER 6 ND A -24282 (E) Pa g e 3 2 2 Re vision 1.0 A CD SERVICE FEATURES F UNCTIONAL T E ST PRO CEDURES Note: Af ter MON ke y is pr essed, “BARGE?” is display ed. At that time, monitoring is aban doned by one of the follow ing op eratio ns. • Dial “1” + “ #” ( Three-pa rty con feren ce will b e esta b lished.
NDA -24282 (E) CHAPTER 6 Page 323 Revision 1.0 A CD SERV ICE FEATURES FUNCTIONAL T EST PRO CEDURES NAP-215- 109 Sheet 1/ 1 Af te r Cal l W ork (Man ual) Log o ff al l ACD agent and superv isory positions, then log on only one pos ition. C.O. trunk inc oming.
CHAPTER 6 NDA -24282 (E) Pa g e 3 2 4 Re vision 1.0 ACD SERVICE FEATURES FUNCTIONAL TEST PROC EDURES NAP-215- 110 Sheet 1/ 1 Af te r Cal l W ork (A uto mati c) Log o ff al l ACD agent and superv isory positions, then log on only one pos ition. Of fi ce d ata ch ang e .
NDA -24282 (E) CHAPTER 6 Page 325 Revision 1.0 ACD SERVI CE FEATURE S FUNCTIONAL TEST PROCEDURES NAP-215- 111 Sheet 1/ 1 Assis tan ce C.O. trunk inc oming. • Place a C.O. t runk c all from st ation A to st ation B. Incoming at A CD age nt positi on.
CHAPTER 6 NDA -24282 (E) Pa g e 3 2 6 Re vision 1.0 ACD SERVICE FEATURES FUNCTIONAL TEST PROC EDURES NAP-215- 112 Sheet 1/ 1 Au x i l i a r y W o r k Log o ff al l ACD agent and superv isory posi t ions. Set one of t he A CD agent p ositi ons to the Auxiliary W ork m ode.
NDA -24282 (E) CHAPTER 6 Page 327 Revision 1.0 ACD SERVI CE FEATURE S FUNCTIONAL TEST PROCEDURES Note: If one of th e foll owing o pera tion is perform ed at this t i me, mon itoring is abandoned. • Dial “ 1 ” + “#” (A t hre e-par ty confe renc e will be establ ishe d.
CHAPTER 6 NDA -24282 (E) Pa g e 3 2 8 Re vision 1.0 ACD SERVICE FEATURES FUNCTIONAL TEST PROC EDURES NAP-215- 114 Sheet 1/ 2 Night Se r vice Use one of the fol lo wing t hree m ethods to change into the night mod e.
NDA -24282 (E) CHAPTER 6 Page 329 Revision 1.0 ACD SERVI CE FEATURE S FUNCTIONAL TEST PROCEDURES NAP-215- 114 Sheet 2/ 2 Night Se r vice Answering b y station. Rel e as e b y st ati o n. Apply the test procedur e abov e to all splits . Night T r ansfer to Attendant • Place a C.
CHAPTER 6 NDA -24282 (E) Pa g e 3 3 0 Re vision 1.0 ACD SERVICE FEATURES FUNCTIONAL TEST PROC EDURES NAP-215- 115 Sheet 1/ 1 Abandone d Call Searc h Abandoned Call Search C.O. trunk call or igi nation. • Place a call from s ta tion A to s t ation B and a C.
NDA -24282 (E) CHAPTER 6 Page 331 Revision 1.0 ACD SERVI CE FEATURE S FUNCTIONAL TEST PROCEDURES NAP-215- 116 Sheet 1/ 1 T r unk T roubl e Re por t C.O. trunk call inco ming . • Place a C.O. t runk c all from st ation A to st ation B and a C.O. t runk c all is termin at ed to agent posi- tions.
CHAPTER 6 NDA -24282 (E) Pa g e 3 3 2 Re vision 1.0 This page is f or your note s..
NDA-24282 CHAPTER 7 Page 333 Revision 1.0 CHAPTER 7 PBX AND A CD COMMAND PROGRAMMING 1. GEN ER AL This chapte r expl ains the commands whic h are used exc lusivel y for the NEAX2400 CallC enterWorX- Enter- pris e ACD system. For o ther related co mmands, refer to t he NEAX2400 IMX Office D ata Specification .
CHAPTER 7 ND A-24282 Pa g e 3 3 4 Re vision 1.0 ASY D: ASSI GNMENT OF SYST EM DATA ASY D: As sig nm ent o f Sy st em Da ta 1. Func tion This c ommand i s used to assign and change s ystem data in the NEAX2400 IMX. 2. Pre caut ions 1. ASYD is di vided into thre e sections , as foll ows: a.
NDA-24282 CHAPTER 7 Page 335 Revision 1.0 AS YD : ASS IG NMENT OF SYSTEM D A TA System Data-1 Programmi ng Sheet Note: This Data Pr ogr amming Sheet is only f or the data to be s et in the ACD Syste m.
CHAPTER 7 ND A-24282 Pa g e 3 3 6 Re vision 1.0 ASY D: ASSI GNMENT OF SYST EM DATA Note 4: T erminal Contr ol F acility I ndir ect is used for displ a ys, LED funct ions, and c him es fo r ACD po sitions. The standar d choice has both bit 1 and bit 2 set to “1 ”.
NDA-24282 CHAPTER 7 Page 337 Revision 1.0 AS YD : ASS IG NMENT OF SYSTEM D A TA Note 1: This bit is always set to “1”. Note 2: This bit is set to “1” for dua l ACD P’s. If singl e AC DP, th is bit is set to “0”. This bit is alw ays set t o “0 ” for in t e r n a l AC D P .
CHAPTER 7 ND A-24282 Pa g e 3 3 8 Re vision 1.0 ASYDL: AS SIGNMENT OF SYSTEM DATA INTO L OCAL DM (L DM) AS Y DL: Ass ig nm e nt of S ys te m Dat a into Loc a l DM ( LDM ) 1. Func tion This co mm and is use d to as s i g n and c han g e syst em data for the A CD ac tiv ated v ia F CC S.
NDA-24282 CHAPTER 7 Page 339 Revision 1.0 ASYDL: ASS IGNMENT OF SYST EM DATA INTO LO C AL DM (L D M) System Da ta (LDM) -1 Programming Sheet SYST EM DA T A TYPE (S YS) SYST EM DA T A INDEX (I NDEX) 51.
CHAPTER 7 ND A-24282 Pa g e 3 4 0 Re vision 1.0 ASYDL: AS SIGNMENT OF SYSTEM DATA INTO L OCAL DM (L DM) Note 1: F or A CD syste m to be activ ated thr ough Fus ion network, thi s data i s pr ogra mmed in the node p r oviding A C DP only . Other data must be se t to all nodes within Fusion netw ork.
NDA-24282 CHAPTER 7 Page 341 Revision 1.0 ASYDN: ASSIGNMENT OF SYSTEM DATA IN N DM ASYDN: Assignment of S ystem Data in NDM 1. Func tion This c ommand i s used to spec ify t he syst em da ta fo r the Fusi on Networ k.
CHAPTER 7 ND A-24282 Pa g e 3 4 2 Re vision 1.0 AOKC: ASSIGNMENT OF O AI KEY CODE AOKC: As signment of O AI Key Cod e 1. Func tion This c ommand i s applie d to de f ine the usage of D ter m b ut tons (line/f eat ure ke y and flex k ey) . 2. Pre caut ions 1.
NDA-24282 CHAPTER 7 Page 343 Revision 1.0 AOKC: ASSIGNMENT OF OAI KEY CODE Note 1: F or the qui c k r efer enc e tabl e of KEY CODE and KYN, r efe r t o AKYD c o mmand.
CHAPTER 7 ND A-24282 Pa g e 3 4 4 Re vision 1.0 ASDT: ASSIGNMENT OF STATION DATA ASDT: Assignment of Station Data 1. Func tion This command is use d to assign, delet e and displa y stati on data. If the station number de signate d has al- ready been a ssigned , the cu rrent da ta is displ ayed .
NDA-24282 CHAPTER 7 Page 345 Revision 1.0 ASDT: ASSIGNMENT O F STATION DATA System Da ta Pr ogrammi n g Sheet TENANT NUMBER (TN) 1 ~ 1 0 SYSTEM 1IMG IMX-U MG 00, 01 00 ~ 07 STATIO N NUMBER (S TN) MAXIMU M 5 DI GI TS LINE EQUIPMENT NUMBE R (LENS) MG U 0 ~ 3 G 00 ~ 23 LV 0 ~ 7 TE LEPH ONE EQUI PT.
CHAPTER 7 ND A-24282 Pa g e 3 4 6 Re vision 1.0 ASFC: ASSIGNMENT OF SERVI CE FEATURE RESTRICTION CLASS D ATA ASFC : As signm ent of S e rvice Feat ur e R estr ict ion C las s Da ta 1.
NDA-24282 CHAPTER 7 Page 347 Revision 1.0 ASFC: ASSI GNMENT OF SERV ICE FEATURE RESTRICTION C LASS DATA Note 1: Restr iction Data (RES) i s assigned in the squar e s wher e SFI and SFC c r oss. W hen unassigne d, Restri ction Data is set as “0” (Restricte d status).
CHAPTER 7 ND A-24282 Pa g e 3 4 8 Re vision 1.0 AKYD: ASSIGNM ENT OF KEY DATA F OR D TERM AKYD: Ass ignment of Ke y Data for D ter m 1. Func tion This co mmand is used to assign, delete, and displ ay the foll o wing k e y data cor responding to e ach line / feat ure b uttons of D term .
NDA-24282 CHAPTER 7 Page 349 Revision 1.0 AKYD: ASSIGNMENT OF K EY DATA FOR D TERM 3. Parame ters TN: T en ant Num ber (fo r My Li ne ) STN: Station Number (for My L ine) KYI o r KYI2: 1= Function K e.
CHAPTER 7 ND A-24282 Pa g e 3 5 0 Re vision 1.0 AKYD: ASSIGNM ENT OF KEY DATA F OR D TERM FKY : Function K e y (va lid f or K YI=1) 34= O AI Ke y 1 (Brea k) 35= O AI Ke y 2 (Auto/ Man) Note 3 37= O AI.
NDA-24282 CHAPTER 7 Page 351 Revision 1.0 AKYD: ASSIGNMENT OF K EY DATA FOR D TERM D term Series E Fle xible Key Assignments • Standa rd •A C D KYN FKY FUNCTION 1 13 CONFERENCE 2 8 REDIAL 3 28 ANS.
CHAPTER 7 ND A-24282 Pa g e 3 5 2 Re vision 1.0 AKYD: ASSIGNM ENT OF KEY DATA F OR D TERM D term Key Data Programming Sheet (1/2) MY L INE TENANT NUMBER (TN) ST A TION NUMBER (STN) PRIO RITY OF AN SWE.
NDA-24282 CHAPTER 7 Page 353 Revision 1.0 AKYD: ASSIGNMENT OF K EY DATA FOR D TERM D term Key Data Programming Sheet (2/2) Note 1: When KYI=0 ( None), it is not neces sary t o a ssign any data. When KYI=1 ( FUNCTION), as sign data for FKY onl y. When KYI=2 ( Multi-Line ), assi gn data for multi ple telephon e only .
CHAPTER 7 ND A -24282 (E) Pa g e 3 5 4 Re vision 1.0 AMN O: Assi gnme nt of Mo ni tor e d N umb er AMN O: A ssi gn m en t of Mo ni to re d N um b er 1. Func tion AMNO is used to assi gn monitore d numbers into the PBX database. The numb ers programmed in AMNO will a lso be pr ogrammed in to A CDPL T (the A CD database).
NDA -24282 (E) CHAPTER 7 Page 355 Revision 1.0 AM N O : Ass i gnm ent of Mo ni t ore d N umbe r Moni tored Num be r Da ta Programm in g S heet TENANT NUMBER (TN) 1 ~ 10 MONIT ORED NUMBER (M N O ) NUMBER M ONIT O RE D INDEX (NMI) 1 ~ 4095 UCD DEGRADE (UCD) 0/1 UCD CONTROL ST A T ION NUMBER (STN) ADMIN.
CHAPTER 7 ND A -24282 (E) Pa g e 3 5 6 Re vision 1.0 AM N OL : Assi gn m ent of Mo ni t ore d Num b er for LD M AM NOL: A ssi gnm en t of Mo ni to red Numb er for LDM 1. Func tion AMNOL is used t o assign m onitored num bers i nto the P BX dat abase. The n umbers progr ammed in AMNOL will also be progr ammed into A CDPL T (the A C D data base) .
NDA -24282 (E) CHAPTER 7 Page 357 Revision 1.0 AM N OL : As si gn m ent of Mo ni t ore d Num b er for LDM Moni tor ed Num be r Data (L DM ) Program mi ng Sh eet USER GROUP NUMBER (UGN) LOC AL MONIT ORE D NUMBER (L _ M NO ) MAX .
CHAPTER 7 ND A -24282 (E) Pa g e 3 5 8 Re vision 1.0 AMNON: A ssignment of Monitored Number f or NDM AMNON: Assignment of Monitored Number f or NDM 1. Func tion AMNON is used to as sign monitor ed numbers int o the PBX data base. The numbers progr ammed in AMNON will also be programmed into A CDPL T (the A CD databa se).
NDA -24282 (E) CHAPTER 7 Page 359 Revision 1.0 AMNON: As signment o f Monitored Number f or NDM Monitore d Number Da ta (NDM) Pr ogr amming Sheet USER GR OUP NUMBER (UGN) NETW ORK MONIT ORED NUMBER (N_MNO) MAX. 5 DI GITS NETW ORK NUMBER MONIT ORED I NDEX ( N_NM I) 1 ~ 4095 UCD DEGRADE (UCD) 0/1 UCD CONTROL TE LEP H ON E NUMBER (TELN) MAX .
CHAPTER 7 ND A -24282 (E) Pa g e 3 6 0 Re vision 1.0 A CNO : Assignment of Con version Number D ata ACNO: As signment of Conversion Number Data 1. Func tion A CNO is used to direct a spe cified ri ngdo w n t y p e t r unk route t o a speci fic monitor ed number (monitored number is the same as a pilot number).
NDA -24282 (E) CHAPTER 7 Page 361 Revision 1.0 A CNO : Assig nment of Con version Number Data Con version Number Data Programmi ng Sheet ROUTE NUMBER (RT ) 1 ~ 2 55 TENANT NUMBER (TN) 1 ~ 10 MO NIT ORED NUMBER (MNO) Max.
CHAPTER 7 ND A -24282 (E) Pa g e 3 6 2 Re vision 1.0 A CNOL : Assignment o f Co n version Nu m ber Data f or LDM ACNOL: Assignment of Conversion Number Data for LDM 1.
NDA -24282 (E) CHAPTER 7 Page 363 Revision 1.0 A CNOL : Assign ment of Con versio n Number Data f o r LDM Con ve rsion Number Data (LDM) Pro g ramming Sheet LOGI CAL ROUTE NUMBER (LGRT) 1 ~ 2 54 USE R GROU P NUMBER (UGN) LOCAL MONIT ORED NUMBER (L_MNO) Max.
CHAPTER 7 ND A -24282 (E) Pa g e 3 6 4 Re vision 1.0 A CNON : Assignment of Co n ver sion Number Data f o r NDM ACNON: As signment of Convers ion Num ber Data for NDM 1.
NDA -24282 (E) CHAPTER 7 Page 365 Revision 1.0 A CN ON: Assignment o f Co n ve rsion Number Data f or NDM Con version Number Data (NDM) Pro gramming Sheet LOGI CAL ROUTE NUMBER (LGRT) 1 ~ 2 54 USE R GROU P NUMBER (UGN) NETW ORK MONIT O RED NUMBER (N_MNO) Max.
CHAPTER 7 ND A -24282 (E) Pa g e 3 6 6 Re vision 1.0 AADT : Assig nment of Announcement/Dictation T runks AADT: Assign ment of A nnounceme nt/Dictation Trunks 1. Func tion This c ommand is used to assi gn, display and del et e announ cement trunks for dela y a nnounce men ts, n i g ht announce ments, et c.
NDA -24282 (E) CHAPTER 7 Page 367 Revision 1.0 AADT : Assignment of Announcement/Dictation T runks Announc ement/Dictation T ru nks Data Programming Sheet ANT/ DCT ( TYPE) 1/2 ANT/DCT NUMBER ANT = 1 ~.
CHAPTER 7 ND A -24282 (E) Pa g e 3 6 8 Re vision 1.0 AADTN: Assignment of An nounceme nt/Dictation T runks f or NDM AADTN: Assi gnment of An nounce ment/Dicta tion Trunks for NDM 1. Func tion This c ommand is used to assi gn, display and del et e announ cement trunks for dela y a nnounce men ts, n i g ht announce ments, et c.
NDA -24282 (E) CHAPTER 7 Page 369 Revision 1.0 AADTN: Ass ignment o f Announcement/Dictatio n T runks for NDM Announcement/Dictation T runks Data (NDM) Pr ogramming Sheet ANT/DCT (TYPE) 1/2 ANT/DCT NU.
CHAPTER 7 ND A -24282 (E) Pa g e 3 7 0 Re vision 1.0 ALGNN: Assignment o f T elephone Number Data fo r NDM ALGNN: Assignment of Telephone Number Data for NDM 1. Gen era l This c ommand a ssigns the i ndi vidua l att endant identifi cati on numbe r fo r Fusion s ervic e.
NDA -24282 (E) CHAPTER 7 Page 371 Revision 1.0 ALGNN: A ssignment of T elephone Number Data fo r NDM 4. D at a She et USER GROUP NUMBER (UGN) TELE PHO NE S T ATION NU MB ER (TELN) MAX.
CHAPTER 7 ND A -24282 (E) Pa g e 3 7 2 Re vision 1.0 ALG SN : A ss i gn m ent of T el e p hon e Stat i on Da ta for ND M AL GSN: Ass ignme nt of Tele ph one Statio n Dat a f or N DM 1. Gen era l This co mmand assig ns the relate d data of the T elephone Number (TELN) cor respo nding to the physi cal stat ion.
NDA -24282 (E) CHAPTER 7 Page 373 Revision 1.0 A LGSN: A s si gn m ent of T eleph on e St ati on Data for NDM 3. D at a Entr y In struc ti ons When a ssi gning TYPE = 1 (LENS is us e d to specify t he.
CHAPTER 7 ND A -24282 (E) Pa g e 3 7 4 Re vision 1.0 ALG SN : A ss i gn m ent of T el e p hon e Stat i on Da ta for ND M 4. D at a She et a. LENS i s used to specif y the T elephone number (TYPE = 1) TYPE USER GROUP NUMBER (UGN) TELE PHONE NU MBE R (T EL N) MAX.
NDA -24282 (E) CHAPTER 7 Page 375 Revision 1.0 A LGSN: A s si gn m ent of T eleph on e St ati on Data for NDM b . STN i s used to spec ify t he T elephon e number (TYPE = 2) TY PE USER GR OUP NUMBER (UGN) TELE PHONE NUMBER (TELN) MAX.
CHAPTER 7 ND A-24282 Pa g e 3 7 6 Re vision 1.0 PBX AND A CD COMMAND PROGRAMMING 2.2 A CD COMMANDS For NEAX2400 IMX Commands, see Secti on 2.1, “NEAX2400 IMX Commands” in this chapter.
NDA-24282 CHAPTER 7 Page 377 Revision 1.0 PB X A N D ACD C O M M AND PRO G R A MMI N G 2. 2.1 Com ma nd R el at i on shi ps Each c ommand co nsists of a na me (four t o six a lphanumer ic chara cters) w hic h suggest s it s function and the parame ters requi red for its executi on.
CHAPTER 7 ND A-24282 Pa g e 3 7 8 Re vision 1.0 PBX AND A CD COMMAND PROGRAMMING 2.3 SETTING UP T HE A CD ACD p arameters are set u p in Windows 95 a nd Windows 98 us ing popup Win dows. From the f older contai ning the IMX insta llati on/maintenance fil e s, select the ACDMAT ACD MAT System o ptio n.
NDA-24282 CHAPTER 7 Page 379 Revision 1.0 PB X A N D ACD C O M M AND PRO G R A MMI N G The IMX ACD MAT menu is disp lay ed. Doub le-cli ck t he i con corr esponding to the funct ion you w ish to se t. T o identify the funct ion, pl a ce t he cursor on the icon .
CHAPTER 7 NDA-24282 Pa g e 3 8 0 Re vision 1.0 ACDTN: ASSIGNMENT OF ACD TENANT DATA ACDTN: Assignmen t of ACD T enant Data 1. Func tion This c ommand i s used to assign , list, and print th e fol l ow.
NDA-24282 CHAPTER 7 Page 381 Revision 1.0 ACDTN: ASSIGNMENT OF ACD TENANT DATA 3. Parame ters TEN ANT N UMBER: T enant Number (1 t o 10) N AM E : T e nan t Nam e (up t o 2 0 c hara c t ers) SPLITS : M.
CHAPTER 7 NDA-24282 Pa g e 3 8 2 Re vision 1.0 ACDTN: ASSIGNMENT OF ACD TENANT DATA 4. Assignment and Deleti on Pr ocedure These f l ow d iagrams sho w the proc edure u sed to assig n and change T enant D ata for the I nte gra ted A CD.
NDA-24282 CHAPTER 7 Page 383 Revision 1.0 ACDTN: ASSIGNMENT OF ACD TENANT DATA Te n a n t Number (TN) 1-10 Te n a n t N a m e (N A ME ) Max. 20 characters Number of Sp lit 1-250 Default Lang uage 0-5 .
CHAPTER 7 NDA-24282 Pa g e 3 8 4 Re vision 1.0 ACDSPL: ASS IGNMENT OF ACD SPLIT DATA ACDSPL: Assignment of ACD Split Data 1. Func tion This c ommand i s used to assig n, list, print, a nd r emo ve A CD spli t data.
NDA-24282 CHAPTER 7 Page 385 Revision 1.0 ACDSPL: ASSIGNMENT O F ACD SPLIT DAT A Note 2: If COND= A GENTS A V AI LABLE is select e d, the n this spli t wil l accept C ondi tional Qu eue cal ls, depending on the numbe r of age nts av ail able i n the spl it.
CHAPTER 7 NDA-24282 Pa g e 3 8 6 Re vision 1.0 ACDSPL: ASS IGNMENT OF ACD SPLIT DATA 16. Answer m ode se tting dete rmines i f a ca ll is a utomaticall y conne cted follo wing a z ip tone or if the a gent must manually a nswer the i ncoming call by p ressing th e ANSWE R key .
NDA-24282 CHAPTER 7 Page 387 Revision 1.0 ACDSPL: ASSIGNMENT O F ACD SPLIT DAT A 3. Parame ters TEN ANT NUMBER: T enant Number (1 to 10 ) SPL IT : Sp lit N um ber ( 1 t o 250) N AM E: Split Name (Opti.
CHAPTER 7 NDA-24282 Pa g e 3 8 8 Re vision 1.0 ACDSPL: ASS IGNMENT OF ACD SPLIT DATA 4. Assignment and Deleti on Pr ocedure These flo w d iagrams sho w the procedure u se d to assig n a nd del e te AC D split dat a.
NDA-24282 CHAPTER 7 Page 389 Revision 1.0 ACDLOG: ASSIGNMENT OF ACD RECEIVER ID CODE ACDLOG: Assig nment o f ACD Receiver ID Code 1. Func tion This c ommand i s used to assig n, lis t, pr int, and r emo ve logon da ta.
CHAPTER 7 NDA-24282 Pa g e 3 9 0 Re vision 1.0 ACDLOG: ASSIGNME NT OF ACD RE CEIVER ID CODE 3. Parame ters TEN ANT NUMBER: T enant Number (1 to 10 ) LOGIN ID: Consists of o ne to nine digi ts (1 to 99.
NDA-24282 CHAPTER 7 Page 391 Revision 1.0 ACDLOG: ASSIGNMENT OF ACD RECEIVER ID CODE 4. Assignment and Deleti on Pr ocedure Thes e flow diagr am s sh ow the proce du re use d to as s i gn an d d e l e t e A CD Ag e n t L ogon Data.
CHAPTER 7 ND A-24282 Pa g e 3 9 2 Re vision 1.0 ACDPSN: ASSIGNMENT OF ACD POSITIO N DATA ACDPSN: Ass ignment of ACD Position Data 1. Func tion This co mman d is use d to assign, list, prin t , an d remove A C D positio n data.
NDA-24282 CHAPTER 7 Page 393 Revision 1.0 ACDPSN: ASSIGNM ENT OF ACD POSITION DATA 9. One of the follo wi ng condi tions must be met before using this comma nd.
CHAPTER 7 ND A-24282 Pa g e 3 9 4 Re vision 1.0 ACDPSN: ASSIGNMENT OF ACD POSITIO N DATA 4. Assignment and Deleti on Pr ocedure These fl ow diag rams sho w the pr ocedure u sed to assig n and dele t e ACD Agent Position d ata.
NDA-24282 CHAPTER 7 Page 395 Revision 1.0 ACDCCV: ASSIGNM ENT OF ACD CCV DATA ACDCCV: Ass ignment of ACD C CV Data 1. Func tion This co mmand is used to assig n, li st, print, and remo ve Call Contr ol V ec tors. A Call Co ntrol V ector is a list of proc edural ins truct ions (or steps) fo r handli ng incoming A CD calls.
CHAPTER 7 ND A-24282 Pa g e 3 9 6 Re vision 1.0 ACDCCV: AS SIGNMENT OF ACD CCV DATA 2. Pre caut ions 1. GO TO steps shoul d be us ed with caution to a void prog ramming an infinite l oop. 2. When a call rings at an Agent’ s p osition, the call will not continue thr oug h the CCV steps because the call is consid ered comp lete.
NDA-24282 CHAPTER 7 Page 397 Revision 1.0 ACDCCV: ASSIGNM ENT OF ACD CCV DATA 3. Parame ters ACDCCV TEN ANT N UMBER: 1 ~ 10 CCV INDEX: 1 ~ 900 CCV STEP: 1 ~ 20 CCV A C TION: See T able 7-6 . ARGUMENT : See T able 7-6 . TRANSFER NUMBER: Each represe nts a PBX number wit h a maximum o f 22 digits.
CHAPTER 7 ND A-24282 Pa g e 3 9 8 Re vision 1.0 ACDCCV: AS SIGNMENT OF ACD CCV DATA Note 1: F o r deta il s of each param eter’s me a ning, see Call Contr ol V ect or - A CD [C-108A ] in Chapter 5 . Note 2: V alid for Ove rflow se rvic e. 18 T ally Short T ally No.
NDA-24282 CHAPTER 7 Page 399 Revision 1.0 ACDCCV: ASSIGNM ENT OF ACD CCV DATA 4. Assignment and Deleti on Pr ocedure These flo w d iagrams sho w the pr ocedure u sed to assign a nd del et e C all Control Vecto rs.
CHAPTER 7 ND A-24282 Pa g e 4 0 0 Re vision 1.0 ACDPLT: ASSIGNMENT OF ACD MONITOR NUMBER ACDPLT: Assignment of ACD Mo ni tor Nu mber 1. Func tion This c ommand is us ed to a ssig n, list, print, and remo ve A C D pilot data .
NDA-24282 CHAPTER 7 Page 401 Revision 1.0 ACDPLT: ASSIGNMENT OF ACD MONITOR NUM BER 3. Parame ters TEN ANT NUMBER: T enant Number (1 to 1 0) PILO T NUMBER: The number use d for the pilot in ACD call rout ing N AM E : Pilot N a me , up to 20 cha ract er s.
CHAPTER 7 ND A-24282 Pa g e 4 0 2 Re vision 1.0 ACDTG: ASSIGNM E NT OF ACD TRUNK GROUP DAT A ACDTG: Assignment of ACD Trunk Grou p Data 1. Func tion This command is use d to assig n, li st, pri nt, a nd remo v e A CD trunk group data. This da ta i ncludes queue pr io r i ty , c irc uit qua ntit y , a nd an opt iona l t r unk group na me .
NDA-24282 CHAPTER 7 Page 403 Revision 1.0 ACDTG: ASSIGNM E NT OF ACD TRUNK GROUP DAT A 4. Assignment and Deleti on Pr ocedure These flo w d iagrams sho w the procedure u se d to assig n a nd del e te AC D trunk gr oup da ta.
CHAPTER 7 ND A-24282 Pa g e 4 0 4 Re vision 1.0 ACDANA: ASSIGNMENT O F ACD ANAL OG SPLIT ACCESS CODE ACDANA: Ass ignme nt of ACD Anal og Spl i t Access C ode 1. Func tion This co mmand is used to assign, list, prin t, and r emov e A C D Analog Agent acc ess co de data.
NDA-24282 CHAPTER 7 Page 405 Revision 1.0 ACDANA: ASS IGNMENT OF ACD ANALOG SPL I T ACCESS C OD E ANNOUNCEMENT SUCCESS: Success Announc ement or T one 0 = Se rvice Set T one* 1~58 = A n nouncement No. pr ogrammed in AADT . An agent will be conne cted t o the announceme nt u pon succe ssful ope ration.
CHAPTER 7 ND A-24282 Pa g e 4 0 6 Re vision 1.0 ACDIVR: ASSIGNMENT OF A CD IVR DATA ACDIVR: Assignmen t of ACD I VR Data 1. Func tion This c ommand is used to assi gn, list, print, a nd remov e A CD Inter acti ve V oice Response Unit (IVR) da ta.
NDA-24282 CHAPTER 7 Page 407 Revision 1.0 ACDIVR: ASSIGNMENT OF AC D IV R DATA A CD IVR Integrat ion Da ta Pr ogramming Sheet Te n a n t N u m b e r (TN) 1 ~ 10 IVR Direc tory Numb er (IVR) Up to 5 IV.
CHAPTER 7 ND A-24282 Pa g e 4 0 8 Re vision 1.0 ACDHS: ASSIGNM ENT OF ACD HO LIDAY SCHEDU LE ACDHS: As signme nt o f ACD Holid ay Sched ule 1. Func tion This c ommand is used to assi gn, list, print, and r emov e the CCVs for ho liday schedul e s.
NDA-24282 CHAPTER 7 Page 409 Revision 1.0 ACDHS: AS SIGNMENT OF ACD HOLIDAY SCHED ULE 4. Assignment and Deleti on Pr ocedure These fl ow diag rams sho w the pr ocedure u sed to assig n and dele t e A CD Holida y Schedule data.
CHAPTER 7 ND A-24282 Pa g e 4 1 0 Re vision 1.0 ACDHS: ASSIGNM ENT OF ACD HO LIDAY SCHEDU LE A CD T enant (TN) 1 ~ 10 S che du le N u mbe r 1 ~ 3 CCV Start time CCV Inde x 1 ~ 9 00 CCV Step 1 ~ 2 0 ( .
NDA-24282 CHAPTER 7 Page 411 Revision 1.0 ACDHC: AS SIGNMENT OF ACD HOLIDAY CA LENDAR ACDHC: Assignment of ACD H oliday Calend ar 1. Func tion This c ommand is used to a ssign, lis t, pr int, a nd remov e Hol iday C alendar info rmation.
CHAPTER 7 ND A-24282 Pa g e 4 1 2 Re vision 1.0 ACDHC: ASSIGNMENT O F ACD HOLIDAY CA LENDAR 4. Assignment and Deleti on Pr ocedure Thes e flow diagr ams show the proce du re use d t o ass i gn and d e le t e A CD Hol i da y Calendar d ata.
NDA-24282 CHAPTER 7 Page 413 Revision 1.0 ACDHC: AS SIGNMENT OF ACD HOLIDAY CA LENDAR A CD H olid ay Calendar Data Programming S heet A CD T enant (TN) 1 ~ 10 Mont h an d Da y S che dule 1 ~ 3 (M O N .
CHAPTER 7 ND A-24282 Pa g e 4 1 4 Re vision 1.0 ACDWS: A SSIGNMENT OF ACD WEEK SCHEDULE ACDWS: Assig nment of ACD Week Schedule 1. Func tion This c ommand is use d to ass ign, list, pr int a nd remo ve we ek schedule data. The A CD W S c ommand is used to program the CC V by whi c h al l in c o m in g calls ar e h and led on a 24- hour basis.
NDA-24282 CHAPTER 7 Page 415 Revision 1.0 ACDWS : ASSIGNMENT OF ACD W EEK SCHEDULE 4. Assignment and Deleti on Pr ocedure The se f l o w d iag rams sho w t he pr oced ur e u sed to as sig n a nd delete We ek S che du l e data .
CHAPTER 7 ND A-24282 Pa g e 4 1 6 Re vision 1.0 ACDWS: A SSIGNMENT OF ACD WEEK SCHEDULE A CD Week Sch e du le Data Programming Shee t T ena nt N um be r (T N) 1 ~ 10 Schedule N umber (SCH) 1 ~ 10 Da y.
NDA-24282 CHAPTER 7 Page 417 Revision 1.0 ACDCOM : ACD COMM UNICATIONS DATA ACDCOM: ACD C ommunications Da ta 1. Func tion This command is use d to set up the I/O ports that are to be used for the Management Info r mat ion Service(s) (MIS) an d fo r I nfolin k.
CHAPTER 7 ND A-24282 Pa g e 4 1 8 Re vision 1.0 SYSTE M INFO RMAT ION Syst em I nf orm at ion This scr een se t s the par amet ers for optim al func ti onin g of the AC D in the IMX Syste m. From t he S ystem Data scre e n, User Sett ings, Tenant Sett ings and Time Out Settings are establ ished.
NDA-24282 CHAPTER 7 Page 419 Revision 1.0 SYSTEM INF ORM ATI ON Orig Detai l Codes: Y es/No (Def a ult = No) T rim CP Trace Sp ace : Y es /N o (D efau lt = N o) Large C P Trac e B uffer: Y es/ No (De .
CHAPTER 7 ND A-24282 Pa g e 4 2 0 Re vision 1.0 SYSTE M INFO RMAT ION Tim e Ou t S et ti ng s 1. Func tion This c ommand main ta ins t he A CD’ s system data for t im e out informa tio n . It a llows cus t om prog ramming of som e timers use d by the A C D.
NDA-24282 CHAPTER 7 Page 421 Revision 1.0 SYSTEM INF ORM ATI ON Monitor: 5 to 15 O AI Rel ease: 3 to 15 IVR Recl aim C all: 3 to 15 Call R eco ve r: 3 to 15 Status Chec k: 3 to 15.
CHAPTER 7 ND A-24282 Pa g e 4 2 2 Re vision 1.0 ACD BACKUP ACD Ba ckup 1. Func tion This f unction provides th e abil ity to sa v e/r estore the entire A C D database.
NDA-24282 CHAPTER 7 Page 423 Revision 1.0 ACD BACKUP Param eters Select th e foll owin g parame ters and choose the Start option. Mem ory to Hard Dis k A CD Data Me mory Direction Select Memory to Har.
CHAPTER 7 ND A-24282 Pa g e 4 2 4 Re vision 1.0 This page is f or your note s..
NDA-24282 CHAPTER 8 Page 425 Revision 1.0 CHAPTER 8 SYSTE M OPERATIONS 1. GEN ER AL This c hapte r e xplains the operati ng methods of the NEAX2400 CallCente rWorX-Ente rprise AC D System.
CHAPTER 8 ND A-24282 Pa g e 4 2 6 Re vision 1.0 SYSTE M OPERAT ION S 2. OPER A TIO N OF D TE RM A GEN T P O SIT IO N/SU PER VISO R Y P O SIT ION 2. 1 L OG O N/ LOG OFF Use the f ollowing proced ur es to start or end work by logging on or off.
NDA-24282 CHAPTER 8 Page 427 Revision 1.0 SYST EM O PERAT IO N S (b) When ID Code is not Requir ed Log O n ( Start of wo rk ) When V A CANT i s di splayed, pres s t he LOG ON/OFF k ey .
CHAPTER 8 ND A-24282 Pa g e 4 2 8 Re vision 1.0 SYSTE M OPERAT ION S 2.2 ANSWER M ODE The fol l ow ing p r oc edures are u se d t o set th e A C D ca ll ans wer ing mode o f each agent posi ti on to automat ic or man ual .
NDA-24282 CHAPTER 8 Page 429 Revision 1.0 SYST EM O PERAT IO N S 2.3 W O RK M ODE (a) W ork mode ma nual sett ing Use the f ollo wing procedure to en ter Work mode when the con te n t s of th e A C D ca ll re q ui re s it .
CHAPTER 8 ND A-24282 Pa g e 4 3 0 Re vision 1.0 SYSTE M OPERAT ION S 2.4 BREAK MOD E When it is required to leave the po sition un at tended for a lunch or sim ilar break, use the followi ng procedure to activa te the Break m ode in which the ACD c all handling se rvices can be i nter rupted te mporar ily.
NDA-24282 CHAPTER 8 Page 431 Revision 1.0 SYST EM O PERAT IO N S (c ) Set /res et i n W or k M od e Note 1: The peri od of time in br eak mode is dis played for 99 minut es and 59 second s. Whe n 99 min. and 59 se c. passe s, the p art of indicating “Min ute” is displ ayed as “**”.
CHAPTER 8 ND A-24282 Pa g e 4 3 2 Re vision 1.0 SYSTE M OPERAT ION S 2.7 CALL T RANSFER Use t he fol lowi n g pro cedure to transfer an A CD ca ll t o ano the r split. 2.8 N IG HT SER V ICE When th e shift i s over, the sup ervisory posi tion can perf orm th e following proc edure to swit ch the e ntire split into the Nig ht mode.
NDA-24282 CHAPTER 8 Page 433 Revision 1.0 SYST EM O PERAT IO N S 2.9 ASS ISTANCE The agent posi tion can request a ssista nce f rom a super visor during an ACD c all. 2. 10 EMER G ENCY /RECO R DER The agent can not ify t he sup e rvis or y positio n of abnor mal calls such a s har assment and reque st monitoring.
CHAPTER 8 ND A-24282 Pa g e 4 3 4 Re vision 1.0 SYSTE M OPERAT ION S 2.11 MO NITO RING/SUPE RVISORY O VERRIDE With the following pr o cedure, the superviso ry positi on c an m onitor a conversati on between an agent posit ion and ACD caller at a ny time, and can join the call by overriding i f requi red.
NDA -24282 (E) CHAPTER 9 Page 435 Revision 1.0 CHAPTER 9 SYSTE M MAINTENANCE 1. GEN ER AL This chapte r explains the maintenanc e, diagnosti c s from system message s and fault recove ry proce dure respe ctive ly of the NEAX2400 Call C ente rWorX-Ente rprise ACD System.
CHAPTER 9 ND A -24282 (E) Pa g e 4 3 6 Re vision 1.0 SYSTEM MAINT ENANCE 2. MAINTE NANCE 2.1 DAILY MAINTENANCE The daily maintenanc e of the ACD S yste m cons ists of t he foll owing c hec king. Checki ng i f the follo wi ng syste m message s re lated t o A CD sy stem is displ a yed.
NDA -24282 (E) CHAPTER 9 Page 437 Revision 1.0 SYSTEM MAINTENANCE 3. SYST E M MESS A G ES 3. 1 SYSTEM MESSA G ES AND T HEIR MEANINGS The s ystem message s shown in Table 9-2 is displayed when faults occ ur with the ACD within the IMX system. This t a ble shows the syste m messages an d th eir mea ning.
CHAPTER 9 ND A -24282 (E) Pa g e 4 3 8 Re vision 1.0 SYSTEM MAINT ENANCE 3. 2 MESSA GE DETAIL D ATA This se c t ion descr ibes the detaile d informati on on the fa ults indica ted by sys tem m essage s (message deta il data). 3. 2.1 MESSA GE DETAIL D ATA OF SYSTEM MESSA GE “4-R ” System Message 4-R: TCP/IP Link Failure 1.
NDA -24282 (E) CHAPTER 9 Page 439 Revision 1.0 SYSTEM MAINTENANCE Fault lo gical channel number ( LCID): 01~10H (00 means the data is inv alid) When the PBX software Ser ies 7300 and the AC D soft w a.
CHAPTER 9 ND A -24282 (E) Pa g e 4 4 0 Re vision 1.0 SYSTEM MAINT ENANCE 3. 2.2 MESSA GE DETAIL D ATA OF SYSTEM MESSA GE “5-Q ” System Message 5-Q: ACD-MIS LOCK UP This mes sage is outp ut when t he PBX softwa re r eleas e 5 and t he ACD sof t wa re r eleas e 1 or th e later soft ware ar e inst al l e d .
NDA -24282 (E) CHAPTER 9 Page 441 Revision 1.0 SYSTEM MAINTENANCE 3. 2.3 MESSA GE DETAIL D ATA OF SYSTEM MESSA GE “6-H ” System Message 6-H: Bad Call Noti ficati on (ACD) 1.
CHAPTER 9 ND A -24282 (E) Pa g e 4 4 2 Re vision 1.0 SYSTEM MAINT ENANCE ~ : In form ati o n on H e ld Party or 3r d Stat io n /Trunk in 3- pa rty connec tion – Station ~ : Station No.
NDA -24282 (E) CHAPTER 9 Page 443 Revision 1.0 SYSTEM MAINTENANCE 3. Bad Call Notif ication Codes. Print code T ally-Oh Ref. No. Description 2001 Auto-p rint T runk T rouble ke y 2002 (Remov ed) 2003 .
CHAPTER 9 ND A -24282 (E) Pa g e 4 4 4 Re vision 1.0 SYSTEM MAINT ENANCE 4. Aut o-Print a nd T ally-Oh C odes Som e B ad C all No tifica tio n s are alway s p ri n t ed o n th e M AT beca u se of t he ir i mpor tanc e . T hese codes are mark ed as Auto -print in the a bove table.
NDA -24282 (E) CHAPTER 9 Page 445 Revision 1.0 SYSTEM MAINTENANCE • Superv isor 3 888 used T ally-Oh code to f orce agent 3005 into work mod e. 1: 20 13 3A A5 00 00 0 0 00 2 : 38 88 00 00 00 0 0 00 00 • T h e A CD ha s sta rte d th e initia l iz ation p r o ce ss o f rele a s e 2.
CHAPTER 9 ND A -24282 (E) Pa g e 4 4 6 Re vision 1.0 SYSTEM MAINT ENANCE • Call wa s reco vere d after ringing too lo ng at an agent ’ s A CD line.
NDA -24282 (E) CHAPTER 9 Page 447 Revision 1.0 SYSTEM MAINTENANCE 3. 2.4 MESSA GE DETAIL D ATA OF SYSTEM MESSA GE “26 -V” Syst em M ess age 26- V: L AN In terfac e Erro r Report (OA I/M IS) This messa ge is output when the PBX softwar e Series 7300 and the ACD software rele ase 2 or the later soft ware ar e inst al l e d .
CHAPTER 9 ND A -24282 (E) Pa g e 4 4 8 Re vision 1.0 SYSTEM MAINT ENANCE 4. FAULT DIAGNOSTICS 4.1 FAULT INFOR MA TIO N AND FAU LT DI AGNOS TICS Alarm s are ind i ca ted or s y stem messages are d i spl ayed if e rrors occur withi n the NEAX240 0 IMX CallCen ter WorX-Ente rpri se (ACD) syst e m.
NDA -24282 (E) CHAPTER 9 Page 449 Revision 1.0 SYSTEM MAINTENANCE 4. 2 DI AG N OST IC S FROM SYST EM MES SAGES Figure 9-3 shows the operati ons from the d iagnosti c s bas e d o n system messa ges to the ide ntification of the cause of fault .
CHAPTER 9 ND A -24282 (E) Pa g e 4 5 0 Re vision 1.0 SYSTEM MAINT ENANCE 4.2.1 TCP/IP LINK FAI LURE Fo r de ta ils of Sys tem M ass ag e “4 -R” a nd “2 6- V” , se e Section 3.2.1 a nd S ection 3.2.3 in this Chapter. According to each f ault situ ation, perform th e repair ing proced ure referr ing to the ta ble belo w .
NDA -24282 (E) CHAPTER 9 Page 451 Revision 1.0 SYSTEM MAINTENANCE 4. 2.2 BAD CALL N OTIFICA TION Per for m the d iag nos ti c wor k fol l ow ed by “Sys tem Op era ti on s a n d Ma int enance Manual” .
CHAPTER 9 ND A -24282 (E) Pa g e 4 5 2 Re vision 1.0 SYSTEM MAINT ENANCE 5.3 MIS FAULT R ECO VE RY PROCEDURES This pa rag r aph desc rib es th e f a ult rec o v er y p r oc edur es rel at e d to th e MIS in th e order s h o wn b e l ow. 1. MIS R esta rt Processi ng Step 1 : B y selecting MIS Sys tem Sto p, cause the MIS t o ceas e operati ng.
NDA-24282 A PPENDI X A Page 453 Revision 1.0 APPENDIX A G LOSSARY ACD Aut omatic C all Distrib ution. ACDP Automatic C all Dis tributi on Processor. (For t he NEAX2400 I MX, th e ACDP is built in th e CPU of the P BX) ACD li ne Virtual li ne of a n ACD position.
APPENDIX A ND A-2428 2 Pa g e 4 5 4 Re vision 1.0 GLOS SAR Y Logon require d Specifi e s wheth er ID en try is re quire d for an ACD positi on to gain acc ess to the ACD sys tem. MA T Ma inten an ce Ad mini stratio n T erm inal. Maximum que ue de pth The number of calls t ha t can be pl ac ed in queue.
NDA-24282 A PPENDI X B Page 455 Revision 1.0 APPENDIX B FIE LD V ALU ES F O R A CD SCR EENS T able B -1 Field V alue s for ACD Screens (1/8 ) FIELD NAME DESCRIPTION V ALUES DE F A UL T SETTI NG REQUIRE D /OPTIONAL A C D Line Li ne that r ecei v es all of the A CD calls for this p osition (vi a pilot numb ers).
APPENDIX B ND A-2428 2 Pa g e 4 5 6 Re vision 1.0 FIELD V A LUES FOR A CD S CRE ENS Answer mod e Deter mines ho w the p osition ca n answer A CD ca lls for th is split. If Manual is selected , the position mus t ans wer c alls manuall y b y pressing t he Ans wer butt on or the A CD Line key .
NDA-24282 A PPENDI X B Page 457 Revision 1.0 FIELD V ALUES FOR A CD SCREENS CCV step One of up to 20 steps in a C all C ont r ol V ector . ( See A CDCCV com mand for de ta ils.
APPENDIX B ND A-2428 2 Pa g e 4 5 8 Re vision 1.0 FIELD V A LUES FOR A CD S CRE ENS Defaul t language The langua ge used on a logged-of f A CD positio n. Engl ish/ Japanese/ Spa ni s h/ It al ian / Fren ch/ German English r equir ed Do Not Disturb Spe cif ies ho w A C D calls will be handl ed when t here a re no positio ns logged o nto the split.
NDA-24282 A PPENDI X B Page 459 Revision 1.0 FIELD V ALUES FOR A CD SCREENS IVR direc tory number The PBX dir ect ory nu mber t ha t allo ws A CD to access a port on an In terac tiv e V oice Re spon se (IVR ) unit .
APPENDIX B ND A-2428 2 Pa g e 4 6 0 Re vision 1.0 FIELD V A LUES FOR A CD S CRE ENS Personal emer gen cy request number Ove rri des the e merge ncy re quest n um ber pr ogra mmed in A CDSPL. up t o 5 digits none opt ional Personal pil ot number Def ines the number progr ammed in AM NO/AMNOL/ AMNON.
NDA-24282 A PPENDI X B Page 461 Revision 1.0 FIELD V ALUES FOR A CD SCREENS Splits (A CDLOG) Designat es what split s are a llo wed. All, or up to 4 dif fe rent splits All requir ed Splits allo wed (A CDPSN ) Number of sp lits allo wed to positio n.
APPENDIX B ND A-2428 2 Pa g e 4 6 2 Re vision 1.0 FIELD V A LUES FOR A CD S CRE ENS We e k schedule number Numb e r that r eferen ce a w eek s chedu le. 1 ~ 10 1 requir ed W ork mode A mode that ex e mpts the agen t/position from rece ivi ng AC D calls in que ue wit hout logging out.
NDA-24282 A PPENDI X C Page 463 Revision 1.0 APPENDIX C A C D SER VICE IN FUSION NE T WORK The table belo w sho ws A v a ilable or Not A v a ila ble for e ach A CD feat ure desc ribed in Cha p te r 5 whe n thos e se rvic es are acti vate d between t wo fus ion nodes within a Fusion Network .
APPENDIX C ND A-2428 2 Pa g e 4 6 4 Re vision 1.0 A CD SER VICE IN F USION NET WORK F-10A F unction Groups ( Splits) - A CD × F-25A F le xible ID Codes - A CD –– H-20A Holida y Sc heduling - A CD.
NDA-24282 A PPENDI X C Page 465 Revision 1.0 A CD SER V ICE IN FUSION NET W ORK T -24A T runk T rouble Report - M IS - A C D – T -49A T ally C ount - A CD – T -50A T ime of Day/W eek R outi ng - A.
APPENDIX C ND A-2428 2 Pa g e 4 6 6 Re vision 1.0 This page is f or your note s..
Ein wichtiger Punkt beim Kauf des Geräts NEC 2400IMX (oder sogar vor seinem Kauf) ist das durchlesen seiner Bedienungsanleitung. Dies sollten wir wegen ein paar einfacher Gründe machen:
Wenn Sie NEC 2400IMX noch nicht gekauft haben, ist jetzt ein guter Moment, um sich mit den grundliegenden Daten des Produkts bekannt zu machen. Schauen Sie zuerst die ersten Seiten der Anleitung durch, die Sie oben finden. Dort finden Sie die wichtigsten technischen Daten für NEC 2400IMX - auf diese Weise prüfen Sie, ob das Gerät Ihren Wünschen entspricht. Wenn Sie tiefer in die Benutzeranleitung von NEC 2400IMX reinschauen, lernen Sie alle zugänglichen Produktfunktionen kennen, sowie erhalten Informationen über die Nutzung. Die Informationen, die Sie über NEC 2400IMX erhalten, werden Ihnen bestimmt bei der Kaufentscheidung helfen.
Wenn Sie aber schon NEC 2400IMX besitzen, und noch keine Gelegenheit dazu hatten, die Bedienungsanleitung zu lesen, sollten Sie es aufgrund der oben beschriebenen Gründe machen. Sie erfahren dann, ob Sie die zugänglichen Funktionen richtig genutzt haben, aber auch, ob Sie keine Fehler begangen haben, die den Nutzungszeitraum von NEC 2400IMX verkürzen könnten.
Jedoch ist die eine der wichtigsten Rollen, die eine Bedienungsanleitung für den Nutzer spielt, die Hilfe bei der Lösung von Problemen mit NEC 2400IMX. Sie finden dort fast immer Troubleshooting, also die am häufigsten auftauchenden Störungen und Mängel bei NEC 2400IMX gemeinsam mit Hinweisen bezüglich der Arten ihrer Lösung. Sogar wenn es Ihnen nicht gelingen sollte das Problem alleine zu bewältigen, die Anleitung zeigt Ihnen die weitere Vorgehensweise – den Kontakt zur Kundenberatung oder dem naheliegenden Service.
