NEC 2400IMX manual

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. and shal l not be reproduced without[...]

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 . IS SUE No . 12345 678 i 1 ii 1 iii 1 iv 1 v 1 vi 1 vii 1 vi ii 1 ix 1 x 1 1 1 2 1 3 1 4 1 5 1 6 [...]

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 2/ 7 ND A-2 4282 67 1 68 1 69 1 70 1 71 1 72 1 73 1 74 1 75 1 76 1 77 1 78 1 79 1 80 1 81 1 82 1 83 1 84 1 85 1 86 1 87 1 88 [...]

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 3/ 7 ND A-2 4282 143 1 144 1 145 1 146 1 147 1 148 1 149 1 150 1 151 1 152 1 153 1 154 1 155 1 156 1 157 1 158 1 159 1 160 1 [...]

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 4/ 7 ND A-2 4282 219 1 220 1 221 1 222 1 223 1 224 1 225 1 226 1 227 1 228 1 229 1 230 1 231 1 232 1 233 1 234 1 235 1 236 1 [...]

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 5/ 7 ND A-2 4282 295 1 296 1 297 1 298 1 299 1 300 1 301 1 302 1 303 1 304 1 305 1 306 1 307 1 308 1 309 1 310 1 311 1 312 1 [...]

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 6/ 7 ND A-2 4282 371 1 372 1 373 1 374 1 375 1 376 1 377 1 378 1 379 1 380 1 381 1 382 1 383 1 384 1 385 1 386 1 387 1 388 1 [...]

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 7/ 7 ND A-2 4282 447 1 448 1 449 1 450 1 451 1 452 1 453 1 454 1 455 1 456 1 457 1 458 1 459 1 460 1 461 1 462 1 463 1 464 1 [...]

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 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . vii LIS T O[...]

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. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 389 AC[...]

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) . . . . . . . . . . . . . . . . . . . . . . . . . . 7 Figure 2-3 Block Diagram of AC[...]

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. 1.1 CONFI GURATION OF THIS M ANUAL The configurati on of th[...]

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. Because this manual explains only the op e rations perta ining [...]

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 . The c o nte nts[...]

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. • S[...]

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. Howev er, as t he num ber of c usto mers i ncrea se, these s e rvices ar e often sub j e cted to com- plaint s s uch as[...]

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. ACD P MIS I[...]

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 Unit (A CDP) RAM: Built -in Data M emory ELC Electron ic Line Circuit P A-16ELCJ D term Digital Multifunc tio n T elephone MIS Manag emen t Inf or mat[...]

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 Unit (A C DP) RAM: Built- in Data Memory ELC Electronic Li ne Circui t P A- 16ELCJ D term Digital Multi f uncti on T elephone MIS Man ag e ment In fo r[...]

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. For th e procedure to link wit h the Optio nal S ervice Softwa re, r efer to C hapt e r 4 “Sys[...]

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. The n umber of handl ed ACD c all s, syst em cap acity a nd functi ons of the MIS var y depending on whethe r[...]

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 98.1 (H) mm × [...]

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 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . S p e a k e r A n s w[...]

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 . It is used as the supe rvisor of s plits t o manage the A CD operations by ov e rriding ca lls to agent positions , ca ll m oni- tori[...]

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 System Configur ation Split Split T r un k G rou p T run k G rou p NEAX2400 IMX ACD S ystem COT COT COT COT COT ACD Ag ent Po si tio n ACD Ag ent Po si t[...]

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. T h e ACD gr oup [...]

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. • Queue The queue is the area in [...]

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. Se t t he day mode whe n st arting t he A C D c all reception se rvic e, and set the night m o de to e nd the A CD c[...]

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. • AC D T ru[...]

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 . The ins tallatio n of the ACD in th e IMX system is comp let ed by the insta l ling the MI S, MIS in terface, and ter- minal equi pment such [...]

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. The 3M Model 8012 P ortable Field S ervice Kit, shown in Figure 3- 2 is re comm en d e d as an ef fec tiv e c o unt er - me a su re ag [...]

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.). The refere nc e NAPs for the peri phe ral equipment are indi cated in Figu [...]

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. Fig ure 3-4 Conne ction of A CD A g ent Posi ti on NAP-200- 101 Sheet 1/ 3 Inst allati on of ACD Age nt Posi tion Note 2: F or mor e detail s of connec tor lead a ccommodati on, see “ Cir cuit[...]

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 . (1) D term S eries III Fi g ure 3 -5 K e y P ads o n A CD Agen t Po sit io n K e y boa rd ( D term Series II I) NAP-200- [...]

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 on of ACD Age nt Posi tion 1 2 3 45 6 7 89 0# CW ACDCALL LINE TR KTRBL RECA LL FUNC HAND /HEAD MIC SPKR RLS BREAK LOGON TAL LY WORK CONF XF R HOLD FLE[...]

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. Fi gure 3- 7 Co nnection of ACD S upervisory Position NAP-200- 102 Sheet 1/ 3 Inst allation of A CD Superviso r y P osition Note 2: F or mor e details of connec tor lead accommodat [...]

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 . (1) D term S eries III Fig ure 3-8 Key Pads on Supe r vi sor y P o si ti on Keyboa rd ( D term Series III) NAP-200- 10[...]

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 ACD Sup e rviso ry P osi tion 1 2 3 4 56 7 89 0# CW A CDCALL LINE TRK TRBL RECAL L FNC HAND/ HEAD MIC SPKR BR EAK RLS TA L LY WORK CONF XFR HOL D FLEX [...]

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 NAP-200- 103 Sheet 1/ 1 Ins tall at io n of MIS Note: W he n the clien t MI S and IV R /H o st ar e insta lled in a system to ge th e r, LAN network for[...]

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 cy Recorder Has S tarti ng T erminal) Figu re 3-12 Conne ction of Emer ge ncy R ec order (W hen Emergency Recorder Does No t Have Star ting T erm inal[...]

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. If a no n- s tandard announ cement machine is used, the connect ion method and the announcemen[...]

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 . Figure 3-14 System Configuration (whe n IVR/Host is installed) NAP-200- 106 Sheet 1/ 1 Ins[...]

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. For more deta iled infor mation ab out s tart-up procedures b e[...]

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.) (1) At t he node th at uses the A CD P, the A CD softw are (Bu ilt-in ACDP softw are) and A C D Op t i on So ft- ware i nstallati on i s necessa [...]

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”. Note 1 INDEX79 - b6=0 (A CD service i s ef fect i ve ) Note 1 INDEX207 - b0=1 (A C DP[...]

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 . 5.1 HAR D W ARE AND SOFTWARE REQUIREMENTS Figure 3-17 Hard ware[...]

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) NEAX2400 IMX (aft er up gra din g) [1] Ge neri c Softwa re • B asi c soft ware • S tan da rd S ervi ce soft wa re • Optional softw are All type[...]

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 . STEP 3 : Shutdo wn M IS oper ation follo wing th e appropria te proce dure. Note 4 STEP 4 : [...]

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 . T able 4-1 List o f ACD Cir cuit Cards SYMBOL CIRCUIT CARD MO UNTING MODULE REMARKS CPU P A-CP53[...]

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. 2. Mounting Loc at[...]

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. The card i s equip ped with EPROM of 2 M B and[...]

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. (a) When t his circuit ca rd i s mounted in PIMA (b) When this c ircui t car d i s mounted in PIMB 00 01 02 03 04 0 5 06 07 08 0 9 10 11 1 2[...]

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 . Note: When this circuit [...]

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 . DOWN Circuit card mak e b usy request cancel RE SE T PU SH Sta[...]

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 te Prot ect controllabl e 3 ON Data Memory Wr i te inh ibited OFF × Da ta M e m o ry W r it e co n tr ol la b le 4 ON When connecting P A-CC98 c ard[...]

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 ke busy r eque st DOWN: Circuit car d mak e busy r eque st cancel RES ET SEN SE SW 0 SW1 7 = ON for IMX 7 = OF F fo r ICS SW2 4 ON Whe n connect ing [...]

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 . (a) APINT Function: For proc essor communicat ions between t he CPU of the Syst e m and A CDP [...]

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 . 00 01 02 03 04 Moun ting Mo dule L PRJ-A PHPC-22 PHPC -22 PHPC -22 Note CPRAC-0 CPRAC-1 No t e : This cir cuit car d is mounted in any on e [...]

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 . LAMP NAME CO LOR S T A TE OPE/MB Green R emains lit whi le[...]

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 . OF F Set s t he non-protoc ol RS-232C por t stop b it lengt h to[...]

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 : C ir cu i t c ard m a ke idl e LPRJ-A 0 0 01 02 SW 0 SW01 9600 bps Port 0, 1 Sto p 7 Ev en SW11 9600 bps Port 1, 1 Sto p 7 Ev en DOWN DOWN ON 1 2 34 5[...]

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 . (a) APINT Function: For proc essor communicat ions between t he CPU of the Syst e m and A [...]

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 . 00 01 02 03 0 4 Moun ting Mo dule LP RJ- A PH -PC27 PH-PC27 PH-PC27 Note CPRAC-0 CPRAC-1 Note: This cir cuit car d is mounted in any one of Slo [...]

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 . LAMP NAME CO LOR S T A TE OPE/MB Green R emains lit wh[...]

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 . OF F Set s t[...]

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 . M BR D OWN : C ir cu i t car d m a ke idle . LPRJ-A 0 0 01 02 SW 0 SW10 2, 4, 5, 6 ON only SW11 2, 4, 5, 6 ON only SW12 2, 4, 5, 6 ON only DOWN DOWN ON 1 2 [...]

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. Besides, the card pro vides the functions f or da[...]

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 . MB R SW1 EMA SUP MG SW5 SW4 SW 6 SW 0 SW2 (SW3) CPUSEL[...]

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 . SE TTING S T AND ARD SET T IN G ME ANIN G MB UP C i rcu i [...]

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 × Fixed 3O F F × Fixed 4 ON Fo r A C DP Dual System Conf ig urati on OFF F o r A C DP Sin g le Syst em Con figurat ion SW6 1O F F × Alarm Bus Fixed 2[...]

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 card m ake i dle EMASUP CPUSEL Middle = A CDP Dual S y ste m Down = A CDP Single Syst e m MG (SW3) 0 = Single CPU Syste ms 9 = Mu lti CPU Syst ems SW [...]

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 . 2. Mountin[...]

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 . 5. Switch Setti ngs Standa r[...]

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. OF F When c onnecting thi s circuit c ard to No. 1 system of t he ACDP of dua l-sys tem conf igu[...]

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: Circuit c ard make idle SW 0 ON ON 1 234 56 7 8[...]

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. 2. Mountin g [...]

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 . LAMP NAME CO LOR S T A [...]

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 . DO W N C ircuit c ar d make id le. SRE Q UP Separa te mode requ est[...]

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 . 1 ON ON ON 1 234 5678[...]

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. The card is e quip ped with EPR O[...]

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 . LAMP NAME CO LOR S T [...]

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 . DO W N C ircuit c ar d make id le. RESET PUSH Start ing of reset of th[...]

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. OFF × Memory Alarm NMI not in hibited. 4 ON COP ALM inhibited. OFF × COP ALM n[...]

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. 7 ON × When equip ping 256 kbit SR AM IC as pa rity RA [...]

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. SETTI NG ST AND ARD SET T IN G MEANING[...]

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 . DO W N: Circuit card make i dle. RES ET SENS E SW0 7 ON = Dual A CDP 7 OFF = S ingle A C DP SW1 7 ON = IMX Syst e ms 8 ON = P A-ME34 Mounted 8 OFF = P A-ME34 Not Moun[...]

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. CPU CPU COPY COPY CR[...]

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 . LAMP NAME CO LOR S T A T[...]

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 . SWITCH NAME SWITCH N O. SETTI NG ST AND ARD SET T IN G MEANING DMWDK UP Data m emory area wri te inhibite d DOWN Data me mo ry are a w rite ena ble SW 0 1O F F × 2O F F[...]

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. 2. Mountin g Location/ [...]

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 . LAMP NAME CO LOR S T A [...]

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 . DO W N C ircuit c ar d make id le. MB R EQ UP Circ uit card make busy . [...]

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. OF F × Data of max. 64 kbyte s ar e to be stored int o the s[...]

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 . OF F PB terminal becom es plus (+) when the por t termin al is busy . 2 ON × Sets the ER ter[...]

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. Fi gu re 4 -1 RS Conn ec t or L ea ds A c commod ation 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 0 4 05 06 07 0 8 09 10 11 1 2 13 1[...]

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 . MB REQ DOWN:C irc uit card make idle . OFF LINE SW 0 SW 3 SW 01 SW 02 SW 11 SW 12 ON ON ON ON 1 234 5678 ON 12 3 4 ON 1 234 5678 ON 1 234 5 678 ON 1 234 5678 ON 1 234 5 6[...]

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). Als o, t his circ uit card i s conne cted with the [...]

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 . OPE MB PWR ALM ACT EQBY PBIH PBIL B-OPE 0 B-OPE 1 TR BSY RV BSY M-OP E[...]

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 . Red Lights with PBI Make B usy swit ch and MB switc h t[...]

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 . DO W N × Circui t card mak e idle . PBIH 7 × Fixed PBIL 0 Not use d. ~[...]

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 dle PBIH 7: F i xed PBIL ON 7[...]

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 . This circui t card also controls the ala rm LEDs equippe d in the To p U n i t . Fig ure 4-[...]

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 . 00 01 02 03 0 4 05 0 6 07 08 09 10 11 12 13[...]

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 . LAM P NAM E COL OR ST A TE OPE Green R emains li t while[...]

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: Circuit c ard make idle SW0 ON ON 12[...]

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 . F u r t her, b y c h a nging t h e sw i t c h se ttin g, th is circuit c ard ca[...]

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. (a) When t his cir cuit ca rd i s mounte d in PIMA (b) When this c ircuit c ar d is m ounted in PIMB 00 01 0 2 03 04 05 06 07 08 09 10 11 12 [...]

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 . LAMP NAME CO LOR S T A TE [...]

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 . DO W N C ircuit c ar d make id le. SW 0 1 ON Fo r usin g th is cir[...]

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. (a) L T connector leads a ccommodatio n when this c ircuit car d i s mounted in PIM U-A Fig ure 4-3 LT Conne ctor Leads Accom modat ion of P IMU-A (1/2[...]

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 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 14 15 16 17 18 19 20 21 22 23 LT0 PI MA LT Co nn ecto r Name [...]

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 B (1/2) LT C onne cto r Ac co mmoda tion 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 [...]

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 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 PIMB LT 1, 3, 5, 8 , 10 Co nne c to rs B04 B14 B05 B15 B06 B16 B07 B17 1 2 3 4 5 6 7 8 9 10 11 12 13 14 1[...]

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. The front con nector leads a re shown b elo w. Fi g ure 4- 5 ELC Conne c tor Leads Ac c ommo dation of P IMB ( 1/2) ELC Co nne ctor L eads Ac comm odatio n 1[...]

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 47 48 49 50 CHAMP Connector Leads B08 B18 B09 B19 B0A B1A B0B B1B B0C B1C B0D B1D B0E B1E B0F B1F B08 B18 B09 B19 B0A B1A B0B B1B 1 2 3 4 5 6 7 8 9 1[...]

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 B18 A0 B0 A1 B1 Modu lar Block Fro nt co nn ecto r HDAC[...]

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 . DOWN:C irc uit card make i dle. SW 0 ON ON 1 234 5678[...]

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). This c ircui t card can be use d as an 8- circ [...]

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. (a) When t his cir cuit ca rd i s mounte d in PIMA (b) When this c ircuit c ar d is m ounted in PIMB 01 02 03 04 05 06 07 0 8 09 10 11 12 13[...]

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 . LAMP NAME CO LOR S T A T[...]

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. Note 2: B y s e tt i n g SW O[...]

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. Make t his set ti ng when using Da ta Ada pt er. OFF Up t o 1 6 ci rc[...]

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 . (a) L T Connector Lea d Accommoda tion when t his circuit card is mounted i n PIMA • When the mode is 16ELC M ode/Single Por t Mode[...]

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 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 14 15 16 17 18 19 20 21 22 23 LT 0 PI MA LT C onnec tor Na[...]

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 Connector Accommo dation 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 14 15 16 17 [...]

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. Figure 4 -8 L T Conn ector Leads Accom modation of PIMB (1 of 3) LT Connector Accommodation 26 27 28 29 30 31 32 33 34 35 36 37 38 39 40 41 [...]

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 38 39 40 41 42 43 44 45 46 47 48 49 50 LT1, 3, 5, 8, 10 Co n n e cto r 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30[...]

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 onn ec tor Ac co mmod ation 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 LT1 , 3, 5, 8, 10 Con ne cto r 1 2 3 4 5 6 7 8 9 [...]

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. ON 12 3 4 5 678[...]

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) . This ci rcuit car d can be [...]

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. (a) When t his cir cuit ca rd i s mounte d in PIMJ (b) When this c ircuit c ar d is m ounted in PIMK Mounting Mo dule PIMU-A 00 01 02 0 3 0[...]

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 . Note: When the P AL M la[...]

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. Note 2: By s ettin g S W01-1[...]

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 . (a) L T Connector Lea d Accommoda tion when t his circuit card is mounted i n PIMJ • When the mode is 16ELC M ode/Single Por t Mo[...]

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 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 14 15 16 17 18 19 20 21 22 23 LT 0 PIMJ LT C onnec tor Name [...]

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 Connector Accommo dation 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 14 15 16 [...]

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. Figu re 4-11 LT Conne ctor Leads Acco m mod atio n of P IMK (1 of 3) LT C onne cto r Ac comm oda tion 26 27 28 29 30 31 32 33 34 35 36[...]

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 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 LT 1, 3, 5, 8, 10 C onn ec to r 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 [...]

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) LT C onn ec tor Ac co mmod ation 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 LT1, 3, 5, 8, 10 Conn ec tor 1 2 3 4 5 6 [...]

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 . SW IT CH NAM E SWITCH SHAPE REMARKS PIM S W01 MB DOWN Ci rcu i t ca rd m ake busy ca ncel . NEAX2400 I CS A0 MDF Rosett e A0 B0 B0 ELC D term ON 12 3 4 5 678[...]

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. A message for an announc ement recor ded in th is cir cuit c ard can b e rew ritten i n a ny way desire[...]

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 . Moun ting Modul e P IMB 01 02 03 04 05 06 07 08 09 1 0 11 12 1 3 14 15 16 1[...]

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. N-OPE Red Remains lit while this circ uit card is in mak e-busy sta te. BL4[...]

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 . DO W N × Circui t car d mak e id le . SW1 (for C[...]

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. 1. 3 ON One-tim e playba ck by Circ uit No. 2. Note OFF Repeate d play back by Circuit No. 2. 4 O[...]

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 . 0 Designati on of Circuit No. 0. Th e tim e r is 16 - se c. m od e . [...]

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 . (a) L T Connector Lea d Accommoda tion when t his circuit card is mounted i n PIMA Fig ure 4-12 LT Con n ec tor Le ads Ac c ommo d[...]

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 ommo d ati on o f PI MB LT Conn ector Accom mo dation 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 LT1, 3, 5, 8, 10 Conn [...]

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 10 ON 12 3 4 ON 12 3 4 ON 12 3 4 ON 12 3 4 ON 12 3 4 ON 12 3 4 56 7 8 ON 12 3 4 ON 3 2 1 0 ON[...]

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 . SWITCH NAM E SWITCH SHAPE REMARKS ON[...]

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 rvice f eatures rela ted t o announcement func tions suc h as Aut omated At tendant, De lay Anno uncement Attend ant, Announcement Servi ce (f or Hotel[...]

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. Mounting Mo dule PIMU-A 00 01 02 0 3 04 05 06 0 7 08 09 10 1 1 1 2 13 14 1 5 16 17 18 19 20 21 2 2 23 Note: Indicates univer sal slots for lin e/trun k ci r[...]

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 . LAM P CO LOR S[...]

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 . DO W N × Circuit card make b usy cancel. MB RQ 1-4 ON Make b u [...]

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. 0 c hannel Note 2[...]

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. 3O F F × No t u se d 4O F F × No t[...]

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. Fi gu re 4- 1 5 LT Connec tor Lead Ac co mmo dati on (P IM U-A) EF M 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[...]

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 . 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 1[...]

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. • T ur n On[...]

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”. • Hear the recor ded m essag e. • Playback from the[...]

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. (a) When t his c[...]

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 . Moun ting Mod ule PIM B 01 02 03 04 05 0 6 07 08 09 10 11 12 13 14 1 5 16 1 7 1[...]

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 . LAMP NAME C OLOR Status S T A T E OPE Green ON Th[...]

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 . (a) L T Connector Lea d Accommoda tion when t his circuit card is mounted i n PIMA Fig u re 4 -17 LT Conne ct or L e a ds A c commo d[...]

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 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 14 15 16 17 18 19 20 21 22 23 LT 0 PW R PI MA LT C onn ecto r Name Slot [...]

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 atio n of PI M B (1 /2 ) LT Conn ector Accom mo dation 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 ect[...]

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. Grou p N o. LT1 LT 2 LT3 LT4 LT 5 LT7 LT 8 LT9 LT 10 03 02 07 06 11 10 15 14 1[...]

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 . If cir cuit c ar d typ e, thi s circ uit card is directl y[...]

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. (a) In the c as e of circu it car d t ype • When mounting in t he PIMU-A • When mounting in t he PIMB Mounting Mo dule PIMU-A 00 01 02 0 3 [...]

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. Mounting Mo dule APM 00 01 02 0 3 04 05 06 0 7 08 09 10 1 1 1 2 13 14 1 5 16 17 18 19 20 21 2 2 [...]

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. The C C9 8 I nte rn et ad d r es [...]

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 ress OFF Sets 1, corre spondi ng to b it 0 of M AC address 2 ON S ets 0, corre sponding t o bit 1 of M A C add ress OFF Sets 1, corre spondi ng to b it[...]

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 5O N × Fixed 6O N × Fixed 7O N × Fixed 8O N × Fixed [Re fere nce] Setting o f MA C addres s On LAN and TCP/IP , this cir cuit card c an h ave t h[...]

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. It is a circuit card which re peat s the m em ory bus on P A - CP 5 4 (CPU ) card si d e to ET H E R (E the rnet In te rface ) gate[...]

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. LAMP COLOR MEANI[...]

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. SWITC H DIP SW No. SET TI N G DEF A UL T SETTI NG MEANING MB (T oggle S W) UP Ci rcu i t c ard mak e-bus y DO WN Circ uit card m ake- b usy cancel (Circ u it card is in opera t i [...]

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 ake-bus y ca ncel (Circuit car d in operat ing status) MBRQ SEG Fi x ed SW0 ON ON F 12345678 ON[...]

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. Items covere d i n this sect ion include the following: 2.1 Back-Up UCD 2.2 A CD I[...]

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. Design of UCD s tation •P a t t e r n 1 400 (ACD) 300 (PBX) AMNO N AS HU 401 (ACD) 3 01 (PBX) 501 UCD STA 402 (ACD) 302 (PBX) Sup[...]

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. By th is pr ogramming, AC D incoming calls te rmin ated to the tr unk in the self -node can be dist ributed to t he UCD grou p m e[...]

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. When ACD positions in mul tipl e nodes belong to an ACD split, assi gn back-up UCD group f or the split to divide into two groups and assign the UCD contr ollin g stati on number t o ACD p[...]

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. ACD incoming ca lls ter minated at t[...]

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. • Ass ign[...]

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. For the function di ffe rences, t his i nformat ion is cl assifie d int o the fol[...]

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. A C DC CV T elephone num[...]

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. MSF ( F-KIND=1): OP-CODE=185~191 TMF (F-KIND=2): OP-CODE=248~255 4. P[...]

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. Note: A CD calls te rminate d at the trun k [...]

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. (When IVR i s used , this da ta i s nec[...]

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. The network use[...]

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*). Note that the [...]

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. In the IMX-U s ystem,[...]

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. The fol lowing examp les show how to change a networ k with a singl e ACDP into [...]

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. And also, call transfer is avail able f o r each other . Fi gu re 5- 3 Fu[...]

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. Figur e 5 -4 Network Configuration of A CD s y s tem s I PBX1 PBX3 PBX5 PBX2 ACDP ACDP ACDP Fusi on Ne tw or k PBX4 PBX6 II III IV NCN LEGEND T ype I: Non[...]

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. T y pe and Nod e AC D Software and Data Progra mming II I I I I I V PBX1 PBX2 PBX3 PBX4 PBX5 PBX 6 AC D S o f t w a r e 1 Buil t- in ACDP so ft wa re ([...]

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. ) Note 3: Assign “1” to a ll nodes using “A GENT ANYWHERE”. Note 4: All f usion nod[...]

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 . Note: When a C O T car d is used for ba c k-up UC D, as sign the UCD pilot nu mber for t he des[...]

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 7400 or late r re l ease) • Softwa re ins ta ll for “ A GENT ANYWHERE” (APL-0 734: Serie s 7 300 o r late r release) - Data Pr ogramming • FP[...]

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. - Softw are Inst all • Softwa r[...]

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 r - A CD F-10A Function Gr oups ( Splits ) - A CD F-25A Flexibl e ID Codes - A C D H-20A Holiday Schedulin g - A CD H-31A Hot Spli t - A C D I-99A Inf[...]

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 CD W -6A W ork M ode T ime Li mit - A C D Z-1A Zip T one - A CD T abl e 5-2 ACD SERVI CE LIST (C ontin ue d) FEA T URE CODE SER VICE NAM E[...]

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 . Any trunk c all disconnecte d during ringback t one is consi de re d an abandoned call and is automa tically[...]

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. A ctiva t i on of this featur e, u s i ng th e A SSIST key duri ng an ACD cal l, au tomat icall y pla ces th e activ e call o n ho ld an d p[...]

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. 1. Assistanc e request s m ay be ro uted to a spli t of supervi sors or an i ndi v idual s uperv[...]

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. W hen in Automatic Answer mode, ca lls are[...]

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. Step 8: Age n ts ca n be re st[...]

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. This is refe rred to a s the afte r-call wor k mode . In Automat ic-Avail a[...]

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. Step 2: When a positi on is for ced in to the Aut om atic- Work m ode immediate ly after a n a gent or supe rvisor logs on, t he WORK key must be pre ssed[...]

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 seconds using NECi SPA-4DATC Announcement Trunk Card) are provide d f or ACD callers by cus tom er- provided announcement ha rdware using digita l anno[...]

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. PROGRA MMIN G Step 1 : AADT/AADTN Step 2: AC DCCV[...]

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. When a call is wai ti ng[...]

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. The call is queued to t he agen t’ s pe rsonal queue. 2. The agen t ’s displ ay sh ows[...]

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. pilot number (maximu m 5 digits) Note Step 3: ACDTN - Assign the ann ouncement number per te nant ANNOUNCEMENT NUM [...]

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. Incomi ng and outgoing PBX ca lls are t reate d separ ately. When t his featur e i s[...]

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 . By dialing access c odes fr om a sin gle-l ine (POTS) s tation an a gent may i nvoke seve ral f eatu[...]

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. Feat ure Logon with ID code [...]

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. This feature is activate d only when a split is i n night mode. Conse que[...]

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. (Those ACD agent po sitions in multi ple node s are con[...]

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 (I-253) SYS1, INDEX866: FPC number of the node that accommodates the ACDP (1-253 ) ASYDN SYS1, INDEX533: FPC number of the node that has the standard [...]

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. This featur e is usef ul if the agent wi ll be away fro m the position f or a short ti me, such as f [...]

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. 2. When Break Mode is s e t at a posi tion, i nco[...]

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. Even though the name indic ates that some s erious error ha s occurre d ther e are sever al “ Bad Call Notif ication[...]

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 mong t he agents in a spl it such tha t when an agent beco mes available the l ongest wa iting c all wit h the high est priority in the queue is a s [...]

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. Agents a vailable : 1. Th ere ar e n [...]

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. The tr ansferred call will be conne cted to an ava i[...]

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. If the atte ndant comple tes[...]

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. The format of the calling party i nforma ti[...]

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 p ilot number to t ransfer the c all t o an a gent i n anothe r spl it, th e tr ansfer red call will be ide ntif i ed b y the I D associa ted wit h t[...]

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. Ea ch step of a CCV is an inst ruction f or handl ing th[...]

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. The calling part y will be connected to an agent wi thin the split, if an agent i s av ai[...]

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. A call c an only be queued to four [...]

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 . An a[...]

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. Th e priority that is spec if ied in the in struc tion can be eit [...]

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. === End === 8. Que ue t o 4. th is co uld be th e mess age cente r spli t 9. ==[...]

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. The ca ll proc essing in a C C V [...]

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. m. When an o verf [...]

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) . The CW lamp can be pr ogrammed to l ight or [...]

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. When s plit call f orwardin g is in effec t and a call attempts to queue for that split, the c all is routed to [...]

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 a prepr og ramm ed length of ti m e and if unanswe red the call wil l be direc ted to anot he r avail a b le agent or repla ced in all of the queue s[...]

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. There ar e sever al disp lays av ailable providi[...]

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. Th e pre v ious di sp la y m u s t be 11 charact er s or sh orte r for the merge t o be allowed (10 or s hor ter if the [...]

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 . Those age nts usi ng Personal Em er gency S uper visor mus t setup the ir c onnect ion displ ays each time aft er logging onto [...]

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 . Although simi[...]

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. A call t o a n ACD pilot number now e nter s the same CCV . The ca ll wil[...]

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 agent a nd an incoming ACD calle r to be recorde d, using a custom er-pr ovided recor ding device , and simulta neously pe rmits a monitor conne ctio[...]

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. 2. During an emer ge n cy , eit he r the agent or the s uper[...]

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. The rec ording e quipment will not be connected in the middle of the[...]

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. Step 6: AR RC - R elea se t he route[...]

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. A c ons i der abl e a mount o f i nfor mat io n is prog rammed for eac h agent’s ID code and thi s information i s used by the ACD system to deter[...]

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. F or example , “0017” is acceptable ; howe[...]

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. Three differ ent holida y schedules , one of which is used on any partic ula[...]

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. As soon as the ACD is onlin e these “agents” are automatic all[...]

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. Typical examples o f external c omputer equ ipment inclu des but is n o t limited to : •[...]

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 Client to A CD T ag Mess age Description IA Dialed d i g its IB Manage Call IC Split St atus/C aller St atus Reque st ID Announcement Reque st IE Out[...]

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 . 2. Lo wer layer pr otocol of Infolink support s TC P/I P + DIX Ethernet V ersion 2. 3. Infoli[...]

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. An agen[...]

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 . d. If any cal ls were handled, the a verage ti me spent with each call in minut es an d seconds ; [...]

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. The fol lowing are examples of messages [...]

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. When a spli t is mark ed for Logoff Warning agen ts w ill rece ive the display “ L OGOFF WARN ING ” for a fe w sec onds if they try to logof f [...]

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. The agent and cal ling party a re no t aware t[...]

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. 2. While the agent is eng aged in a con v ersat ion on the A CD line a nd the superv isor is monitor ing, the supervis or may press the MON/B AR[...]

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 . Some fed eral a nd stat e l aws r[...]

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). Ideally a ll componen ts of the ACD system should be dupli cated for each te nant but in rea lity some comp[...]

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) SYS1, I NDEX94, b 0 : Ten ant R est rict ion Cl ass Da ta (“ ATNR” com m an d ) b 1 : EPN F acility R estr iction Data (“ AEFR” command) b 2 [...]

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. As sis tance and eme rgency[...]

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. ASSIST - pilot numb er of a spl it of supervi sors EMERGENCY - pilot number of a split of su pe rvisors Step 2 : AC DLOG - Assign assis tance and emer [...]

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. Certa in MIS change com mands perm it the o pera tor to be se lected a s the d estinatio n when routing ACD[...]

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. Upon a nswe[...]

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. 3. The monitor a cti vi ty , whic[...]

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) . The age nt’s lo gon ID is pr ogra mmed to spec ify whethe r the a[...]

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. T hese fac tors and their a ssociate d variab l es a re: 1[...]

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 singl e specif ied spli t (where t he split matche s one of the allowe d spli ts in the agen t’s logon I D list) or at a positio n that allows any [...]

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. The i mpact on the agent’ s cal l handling and the ag[...]

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 . When Night mode i s in effe ct for a split and a call attempts to que ue to that split, the call is r outed to a programmed pilot num ber (nig[...]

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. 6. When alternate routing is requ ired b y a split, Call[...]

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). Whe n and agent or supervi sor pos iti on is calle d us ing the ir P[...]

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. Th e agents capa ble of attendance , ther earlie r connect ion m ay be [...]

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. See Call C ontrol Vecto r - ACD [C-108A] fo r a dd iti onal i nfo rmat ion .[...]

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. P riori t ies in a split queue are ass igned such that p ri o rity “1 ” c all s have the h i gh es t p ri or ity and priority “25 0 ?[...]

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. PRIO RIT Y: Q ueue p riority o f ACD r o ute (1-250) (1> 250) Step 2 : AC DPLT - Assign the pr iorit y o rder f or ACD calls terminated to each pi lot number TRUNK: Prior ity order o f ACD c[...]

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. Pilot numbers do not corr espond to any line appeara nces , eith[...]

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 a de signated i ndividua l supervi sor’s number as the dest ina tion fo r an assist reque st (person al a ssist r eques t number) and a designa ted[...]

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 . 2. The supervisor ’ s pho ne rings with the em[...]

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 waiting t o be connecte d t o agents an d the other queue cont a i ns a list of agent s waiting to be connecte d to c aller s starting with the agent who[...]

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. a. Mi ni mum Age nt A vailab ility The s ystem wi ll chec k for a mi nimu m n umber of av a i labl e a[...]

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. If a ll th e spl its are bus y , the call i s allo wed to queue[...]

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 . OPERA TING PROCEDURE 1. Wh i le en ga g ed i[...]

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. Once a ca ll has traversed a Ring Dela y st ep then the ring de lay feature wi ll be appl [...]

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 t of a group of a gents perf orming a similar tas k, a prioriti zed queue for incoming call ers and pos sibly a supervis or position to oversee the c[...]

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. Auto Re ady af ter PBX Call A feat ure may be se tup such t hat an agent’ s pos ition will be autom aticall y repl aced i[...]

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. Calls m ay be eit her allowed or re strict ed from queueing d uring th is mode. Emergency Destin ation A destinati on to re ceive call s when an agent p r esses the Emergenc y Key can b[...]

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. Tall y C ode Re qui re d * Availabl e since t he PBX soft ware Series 7400 and th [...]

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. This mainte nance fea ture he lps the u se r determ ine whi c h positions belong t[...]

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 . A logon I D indic ates wh ether the agent can se rvice a si ngle s plit (sing le -sp lit mode) or a m aximum o f 16 splits concurre ntly (mul[...]

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. If thi s call is not que ued to any other split whic h stil l has agents[...]

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. The system will lo g the agent ’ s positi on num b e[...]

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. Segment s must begin and en[...]

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. These c odes invoke va r iou s acti on s, such as statis tical displays and mode chan g es. Tally[...]

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 . I f u s e d w h ile logg[...]

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. Pres s : 0 30[...]

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. Press: 040s s# (ss = one or tw o digit sp lit number) The prom pt NIGHT MODE? will be dis p[...]

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”. 2. Th e “*” key and the “ #” key cannot be used as Ta lly- Oh C ode numbers sinc e they are used to erase a nd enter i nput[...]

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. When a split i s m ar ked for Tally Req uired an agent will no t be ab le to an swer a new in coming ACD call u ntil a Tal ly ent ry has been m ade f or t [...]

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 . Operati ng Pr ocedu re Varia ble queueing [...]

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. Since the Wor k Mode inhibits agents from recei ving ca[...]

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. PROGRA MMIN [...]

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. Once in Ready mode, the agent will[...]

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 . OPERA TING PROCEDUR[...]

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 . The names li sted within of ea ch N AP are the names of t he A CD se rvices. Also refer to th[...]

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 Announcement s (A80) Call C ontrol Vector (C108) Call Forwarding Sp lit (C127 ) Night Serv ice-ACD (N12) Monitorin g- ACD Super visor (M28) Break M ode (B21) As[...]

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. END N AP-215-116 [...]

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. A C D A gent /Supervi sory P osition In comi[...]

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. Log on to all agen t and supe rvisory pos itions and rel [...]

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.O. trunk c alls from st ation A, B and C to stati ons D, E and F . Log on at agent positio n . •[...]

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. NAP-215- 103 Sheet 1/ 1 Priority Pr ocessin g Log o ff al l ACD agent/supe rvis[...]

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. C.O. trunk inc oming. • Place a C.O. t runk[...]

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. C.O. tr unk incoming. • Place C .O. trunk c alls sequenti a lly fr [...]

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.O. tr unk call origina tion . • Place a C.O. trunk call[...]

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. C.O. trunk inc oming. • Place C.[...]

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.) • Press MON ke y aga[...]

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. • Place C.O. trunk c all fr om stati on A to station C . Incoming at A CD age nt positi o[...]

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 . • Using the A CDSPL com mand, assign 0 (Automatic After Call W ork mode se tti[...]

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. Answering b y A CD agent pos ition. Assistance act ivatio n. Press t he ASSIST ke y on the agent p[...]

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. • P ress the A U X WOR K key so that t he A UX WOR K lamp illuminat es. C.O[...]

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.) • Press MON ke y agai n NAP-215- 113 Sheet 1/ 1 Monit oring – A C[...]

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. (1) Automat ic chan geov er into t he night mode based on the ACD call control v ector (Night Announcem ent s e tting using ACD C CV c[...]

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.O. t runk c all from st ation A to st ation B. Call incoming at tran s[...]

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.O. trunk call is termina ted to agent po sitions. • At this tim e, a gent posi tions shal[...]

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. The call is te rm inated t o agen t p o s i t ion s [...]

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 . When engag i n g i n c omm and opera ti[...]

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. Assignment of Syst e m Da ta-1. (SY S 1) - Sy stem -wi de c [...]

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. Be sur e to use t his Data Pr ogra m mi ng Sheet t ogethe r with the Data Pr ogr amming Sheet for “ASYD” command de scribed i n the NEAX2400 IMX[...]

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 ”. Note 5: T erminal Contr ol F acility Dir ec t is us e d for certain A CDP entries [...]

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 . Note 3: The announceme nt servi ce for fusi on net work, ?[...]

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. 2. Pre caut ions ASYDL c ommand is comprised with System Data -[...]

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) 512-1535 DA T A (D A T A) 00 – F F (H ex ) BIT CORRESPON DING DA T A SYSTEM D A T A C ONTEN TS DA T A 0/1 BI T 1 513 LDM (L ocal Dat a Me mory ) usag [...]

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. Note 2: A vailab le si nce the PBX soft war e Ser [...]

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. 2. Pre caut ions 1. The data a ssigned b y t his command de termine s the ser vice conditio n which a f fects t he o ther n odes in [...]

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. A OK C m ust be p rogra mm ed before AKYD is progra mm ed. 2. For s tation a ssignment, the[...]

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. Note 2: Conf irmation T one (C-T ONE) 0/1 = Co nf irmat ion T one/No T one O AI Key C ode Data P r o gramming Sh eet OA I K E Y CODE (KEY CODE) 1 ~ 31 Note 1 KIND O F F ACILI TY (F-[...]

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 . If new dat a is to be ass igned, t h e old data must [...]

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. CLASS (T EC) 1 ~ 3 1 ROUTE RESTRICTION CLASS (RSC) 0 [...]

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. Func tion This c ommand is used to assi gn and displa y Ser vice Feature Restric tion in f orm ation ac cording t o the Serv ice F ea ture R est riction Clas s (S FC [...]

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). Allowed Status data is “1”, and must b e assigned to allow the featur e. No[...]

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 . For det ails of this command, r efer to “ AKYD” c ommand i[...]

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 y 2= Multi-li ne KYN or KYN2: Ke y numbe r TP: T ype of D term (Enter 2 or 3) 2= A CD Posit ion ( 8/16 b utton + 8 Flex) 3= A CD Positio n ( 24 butt [...]

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 Ke y 4 (W ork) 38= O AI Ke y 5 (Night ) 39= O AI K e y 6 (T rk T rbl (T runk T rouble )) 40= O AI Ke y 7 (T ally) 41= O AI Ke y 8 (Assi st ( As sista[...]

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 ANSWER 4 16 FEA TURE 5 18 TRANSFER 65 7 R E C A L L 7 20 HOLD 8 52 SPEAKER FEA TURE 4 RECALL 6 CONF 1 REDIAL 2 SPEAKER 8 ANS WER 3 TRAN SFER 5 HOLD 7 KYN[...]

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 SWERI NG CALL (PRI) 0-4 PRI ME LINE ALLOW OG FROM PRI ME LIN E (S) 0/1 MESSA GE W A ITING DAT A DISPLA Y SELE CTION (MWD ) 0/ 1 LINE PR EFER EN CE (LN PR[...]

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 . KEY NUM- BER (KYN) SER VI CE CON[...]

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). The monit ored numbers progr[...]

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./ GUE S T (A/G) A/G[...]

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) . Th[...]

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 . 5 DIG I TS LOCAL NUMBER MONI T ORED IN D EX ( L_ N M I ) 1 ~ 4095 UCD DEGRADE (UCD) 0/1 UCD CONTROL TELN NUMBER (TELN) MA[...]

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). The monitor ed numbers prog[...]

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 . 5 DI GIT[...]

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). Note: This c ommand d oes not apply to[...]

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. 5 digits[...]

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. Func tion A C NOL is used to direct a spec if ied ringdo wn type trunk route t o a specif ic moni tored number (monit ored number is the same as a pilot number) in T elephone number [...]

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. 5 digits[...]

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. Func tion A C NON is use d to direct a specif i ed rin gdown type trunk route to a spe cifi c monitor ed number (monit ored number is t he same as a pilot num ber) in T ele phone n[...]

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. 5 digits[...]

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. Also used to as sign, displ a y and del et[...]

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 ~ 58 DCT = 1 ~ 5 DISCON- NECT TIMER A V AILABLE (D) 0/1 ME S- SA GE TI MER (MSGT) 2 ~ 120 CONNEC- TION PAT T E R N (CP) 0/1 W AIT IN G TI MER (W AIT) 0[...]

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. Also used to as sign, [...]

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 NUMBER ANT = 1 ~ 58 DCT = 1 ~ 5 DISCONNECT TI MER A V AILABLE (D) 0/1 MESS A GE TI MER (MSGT) 2 ~ 120 NUMBER OF T RUNKS (CNT) 1 ~ 8 LOGICAL ROU T E NUMB[...]

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. The data assigned by thi s command is wri tten in Networ k Data Memory (NDM) of[...]

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. 16 DIGI TS REMARKS 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1[...]

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. The data assigned b y this command is w[...]

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 T ele phone number) When assigning T Y PE = 2 (STN is used t o specify the T elephone number) TY PE 1/2 USER GR OUP NUMBER (UGN) TELEPHO N E NUMB ER [...]

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. 16 DIGI TS LIN E EQUIPMEN T NUMBER (LENS) FU SION POIN T CODE (F PC ) 11 11 11 11 11 11[...]

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. 1 6 DI GITS TENANT NUMBER (TN) ST A TIO N NUMBER (STN) REM ARKS 21 21 21 21 21 21 21 21 21 21 21 21 21 21 21 21 21 [...]

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. T abl e 7-2 ACD Com mand List COMMAND NAME IC O N DE SC R IP TIO N A CDTN Assignm ent o f A CD T enant Dat a A CDSPL Assignment o f A CD S plit Data A CDLOG Assi[...]

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. Table 7- 3 descr ibes t he co rrespondenc e a mong the AC D and P B[...]

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. HouseSwitch - NECAM:IMXZ 1.5 -FPC 1 F ile View [...]

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 . The name o f the functi on is displayed. Note: T o use the A C D On-Line Hel p f rom an[...]

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 owing data for a n ACD tenant : [1] T enan t N u m ber [2] T enant Name (optio na l) [3] The num ber (maxim um) o f spli ts (p er tenant) [4 ] Def aul t[...]

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 : Maximum Split for T enant (1 - 250) DEF A UL T LAN G UAGE : Engl ish Japane se Spani sh Italia n Fren ch German OPERA TOR A C CESS CODE: Enter the oper[...]

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. Fig ure 7-1 Ass ign ing an d Removin g Tenant Data Informati on 1 2 DESC RI PTIO N 1 2 1 1 STAR T ASYD ACDTN END [...]

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 Access C ode for Operator Call Access C ode o f IVR (IVRNO) Ou tb ou nd An s we r T i me r (ANSTM) 0-60 Pe r s o n a l Anno uncemen t Number (ANTNO) 0[...]

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. E a ch split is c onf igure d through this c ommand for its a nswer mode, a fter cal l status, conditi onal thr esholds, and operatio n[...]

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. Example: If “2” is enter ed as the n umbe r of age nts that mus t be availabl e in COND [...]

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 . 17. A split c an b e se t up so that agent p r iority queue ing can be u[...]

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 (Optional ) - Up to 20 cha racte r s REQUIRE LOGON ID: Required/Not Requi red A UTO READ Y AFTER CALL: W ork / A va ilable A UTO AN SWER: Automatic / Manua[...]

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. Figu re 7-2 A ssigni ng and R emov ing ACD Spli t Data DESC RIPTI ON 1 2 1 2 1 1 STAR T ACDTN ACDSPL END STAR T ACDSPL END DESC RIPTI [...]

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. Each a gent logon iden tifie s the user ’s tenant, name, langua ge prefe rence, and personal Pi lot nu mber informa tion, as well[...]

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 999, 999, 999) N AM E : (O pti o n al ) up to 14 char acter s LANGU A GE: Engli sh Japanese Spa ni s h It al ian Fre nch German SPLITS : A va ilable s p[...]

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. Figu re 7-3 Assignin g and Remo ving A C D Agent Lo gon ID Code 1 1 STA RT ACDLOG END STA RT ACDLOG END DESC RI PTIO N[...]

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. Ea ch posit ion i s identi fied by the t enant i t belongs to, the number of its A CD line and th e PBX line it may ha v e,[...]

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. • A CD li ne number and PBX line number are assign ed using the ASDT command • A CD li ne number and PBX line number are assign ed using the ALGSL command • A CD li ne number and PBX [...]

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. Figure 7-4 Ass igning and Removin g A CD Position Data 1 2 3 1 2 3 1 2 3 1 2 DESC RI PTIO N DESC RI PTIO N Assig n t h e st[...]

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. The instr uctions def ine [...]

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. 3. Maximum number o[...]

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. T able 7-6 C CV P ar ameters A CT ION ARGUM ENT Remar[...]

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. Up to f our dig its T his step w ill sen d T ally to MIS. 19 T ally Long 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. Figure 7-5 As signing and Removing Call Control V ectors WARNING: 1 2 3 4 1 2 3 5 1 2 3 4 5 4 5 EN D END STA RT STAR T AADT/AADTN ASDT A[...]

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 . This c onsists of a pi lot n umber tha t desig nates the pi lot t o which ACD ca lls are r outed and t he Call Cont rol V ec[...]

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. R OUTE TO: W eek Schedule (1-10) R OUTE TO: CCV inde x number ( 1- 900) CCV step number ( 1 -2[...]

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 . 2. Pre ca[...]

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. Figure 7-7 Assigning an d Remo ving ACD T runk Gr oup Data 1 1 1 1 STA RT STA RT END END ACDTG ACDTG DESCRIPTION DESCRIPTION [...]

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. These a ccess codes e nable age nts using a nalog phone s to perf orm man y A C [...]

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. F AILURE: Failu re Announcement or T one 0 = Re[...]

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. This c ommand set s up IVR ports whi ch will b e used to play customize d announc ements or ob tain dia[...]

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 R P o r t Number (PORT) 1 ~ 255 Remarks[...]

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. Up to three different h oli d ay s c hed u le s p er ten an t c an b e program me d for h a ndl ing in[...]

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. Figure 7-8 Assign ing and Removi ng H oliday Schedule In formation 1 2 3 1 2 3 11 DESC RIPTI ON DESC RIPTI ON Assign t he W[...]

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 ( H OUR) 0 ~ 23 (M INUTE) 0 ~ 59 1 2 3[...]

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. The A CDHC com mand s pec ifi es da ys that ca lls are pro cessed d i fferently than on no r mal workdays ( prov[...]

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. Figure 7-9 Assign ing and Rem o ving H oliday Calen dar Information 1 1 1 2 3 1 2 3 DESCRI PTION STA RT DESCRI[...]

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 TH ) 1 ~ 12 DA Y 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31[...]

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. 2. Pr[...]

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 . Figu re 7-10 Assi gni n g an d Removing Week Sched ule I nfor m at io n 1 2 3 1 2 3 1 2 3 1 2 3 STAR T STA RT END END ACDP[...]

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 of w eek (WEEK) Mond ay ( MO N) T u esday (TUE) Wed nesd ay ( W ED ) Thur sda y ( THU) Fri da y ( F RI) Saturda y (SA T) Sunday (SUN) CCV star t time[...]

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. 2. Parame ters I/O P ort s: 1 t o 6 I/O T ype: MIS- 1, M IS-2, M IS-3, M IS -4, MIS-5, I[...]

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. Using the sys tem defaults for User and Time Out S et[...]

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 fault = Off) Dash Min Le n : 1 to 1 6 ( Defa u lt = 7) Inde x 1 ~ 5: 0 to 11 Incom ing Ca ll M sg : IQ or Iq Outbound Call Disp: I Z or Iz Reclaim IVR[...]

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. This da t a is c ritic al t o t he operat i on of the A CD a n d s hould be m odified with[...]

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. The A CD dat abase sh ould be backe d up fr eque ntly . 2. F or Exte rn al A C D T o back up the Extern al A CD, use the Dat abase Bac kup/Restor e sc reen acces sed using the A CD M[...]

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 Hard Disk Hard Disk to Memory Verify HDD against MEM Auto Verify Afterward Data Type Select Data Memory Name Display Wireless Call Forwarding Call Forwar[...]

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. • Operation of D term a gent posi tion/supe rvisor y position Log On/Log Of f Answer M ode W ork Mode Break M ode T all y Count T runk T r ouble R eport Call T[...]

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. (a) When I D Code is Require d Log O n ( Start of wo rk ) When V A CANT i s di splayed, pres s t he LOG ON/[...]

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 . The la mp illuminate s and HELLO is displ ayed. The split name is di splayed, t hen, A UTO ANSWER o r MAN ANSWER is dis played acc ording to th e program mode of th[...]

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 . (a) A CD Call Automati c Answer Mode (b) A CD Ca ll Ma nua l A n s w er Mod e From th e man ual ans wer mo de, pres s the A UTO[...]

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 . (b) W ork mode auto matic set ting Use the f ollo wing pr oced ure if it is requi red to act i vate the Wo r k mode automatica[...]

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. (a) Set /reset during Communication with A[...]

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 “**”. 2.5 T ALLY COUNT Use the f ollowing proced ur e to collect [...]

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. (a) Fr om Day mod[...]

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. If a r ec order is pro vided, the c[...]

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. 3. A CD SYS TEM RESTA RT PR OCE SS IN G Sinc[...]

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. If a ny faul t has been di scovere d in the co urse o r as a res ult o f ma int[...]

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. 4-R: TC P/IP Link Fa ilure 65-Q: A CD-MIS LOC K UP 6H: B ad Call [...]

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. T a ble 9-2 System Message s for MIS SYSTEM ME[...]

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. Pr int-out F ormat 2. [...]

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 ar e R2 or the la ter software are ins talled F ault p or t number: 0-5 Communic ation Proto col: 03 = ETHER + TCP/I P Error Co de (E R R): R efer t o [...]

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 . (1) Print -o u t Fo rma t (2) Print -o [...]

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. Pr int-out F ormat 2. Pri n t -o u t i nfor mation (typ ic al) Ba d C al l N o ti fic a tio n 20=A CD trunk conne ction A CD T rouble Kind 01=A CD trunk trouble k ey 14=A C[...]

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. :0 0 – T r unk ~ : Route No. ~ : Tr unk No. [When = 14 (He x)] : Issue of A CDP (First digi t of deci mal place) : Issue of A CDP (Second digit of d ecimal place[...]

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 03 Call er abandon during a gent r inging 2004 04 Dire ct cal l to agent ’s ACD line 2005 05 Call conne ct f ailed, requeue d 2006 06 Call connec t [...]

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. All c odes n o t ma rked Auto- pri nt are turne d off wh en ACD is in[...]

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 2.12. L ast i niti al i z atio n ( prior to this one ) was on Septe[...]

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. The ringing tim e can be set with the A CDSPL MA T command. The age nt was 4301, the ringin g time was 4 5 s econds, the split number was 2, t he calling part y wa s stat ion 5800, and the held p ar[...]

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 . 1. Pr int-out F ormat[...]

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. By colle cting f ault infor mation pr omptly, the f au[...]

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 . Fi g ure 9-3 Fl ow o f Di agnos t ics f rom System Message Diagn ostics from S ystem Messa ge Determ i na [...]

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 . 1. W hen the PBX sof[...]

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” . 5. FAULT RECOVERY PROCEDURE 5.1 BEF ORE START ING FAULT RECOV ERY After the fault diagnosti cs based on fa ult informati on such as the alar m an[...]

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. Step [...]

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. ACD MAT Mainte nance Adm inistr ation Te rminal (MAT) on which the AC D commands are lo[...]

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. MIS Ma n ag em en t In f o rma tion S ys te m.[...]

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). ( V irtual line ) Up to 5 digits none [...]

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 . If Auto is sel ect ed , ca lls a re connected auto matic[...]

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. ) Po ssibl e step s a re list ed be lo w. See belo w none requir ed ACTION ARG UMENT DESCRIPTI ON Qu e ue T o s p lit nu m b er Off e r th e ca ll to th e s pli t De que u e[...]

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. Q[...]

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 . up t o 5 digits none r equir ed IVR pilot number The PBX di r ectory n um ber used b y A CD t o ac cess ports on an Interac ti ve V oi[...]

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. ( Not progra mmed in A CDPL T .) u p t o 5 digits [...]

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. 1 ~ 25 0 or Any 1 r equir ed Stranded calls CCV in dex Design ates the CC V index to us e when reco [...]

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. Restri c ted or all owed on a per -split ba sis. Allo w/ Res tric[...]

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 . T able C-1 A CD Ser vice List in Fus ion Netw o rk : A v [...]

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 –– H-31A Hot S plit - A C D × I-99A Infolink D at a Me ssa ge s - A CD – × L-19A Log on/Logof f Pos ition - A CD – L-48A Langua ge Def ault[...]

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 CD –– T -85A T ally R equired - A CD ×× W -5A W ork Mode - A CD – W -6A W ork M ode T i me Limit - A CD – Z-1A Zip T one - A CD – T a ble[...]

APPENDIX C ND A-2428 2 Pa g e 4 6 6 Re vision 1.0 This page is f or your note s.[...]