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NDA-24282

ISSUE 1

STOCK # 200874

CallCenterWorX-Enterprise

ACD System Manual

SEPTEMBER, 2000

NEC America, Inc.

Summary of content (485 pages)

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NDA-24282 ISSUE 1 STOCK # 200874 ® CallCenterWorX-Enterprise ACD System Manual SEPTEMBER, 2000 NEC America, Inc.
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LIABILITY DISCLAIMER NEC America, Inc. reserves the right to change the specifications, functions, or features, at any time, without notice. NEC America, Inc. has prepared this document for use by its employees and customers. The information contained herein is the property of NEC America, Inc. and shall not be reproduced without prior written approval from NEC America, Inc. NEAX and D term are registered trademarks of NEC Corporation.
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NDA-24282 ISSUE 1 SEPTEMBER, 2000 NEAX2400 IMX CallCenterWorX-Enterprise ACD System Manual TABLE OF CONTENTS Page LIST OF FIGURES. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . vii LIST OF TABLES. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ix Chapter 1 Introduction . . . . . . . . . . . . . . . . . . . . . . . .
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TABLE OF CONTENTS (CONTINUED) Page NAP-200-106 Installation of IVR/Host . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31 4. System Start-Up Procedure for Adding ACD Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34 4.1 ACD Software Installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34 4.2 Basic Data Assignment for Start-Up . . . . . . . . . . . . . . . .
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TABLE OF CONTENTS (CONTINUED) A-93A A-133A B-20A B-21A C-35A C-67A C-68A C-70A C-108A C-110A C-127A C-191A C-199A D-133A E-6A F-10A F-25A H-20A H-31A I-99A L-19A L-48A L-92A M-28A M-29A M-79A M-88A M-89A M-90A N-12A N-14A O-10A O-19A P-21A P-40A P-45A Q-1A R-19A R-145A S-91A S-97A S-98A S-108A T-24A T-49A T-50A T-51A T-85A Alternate Night CCV - ACD. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Agent Anywhere - ACD. . . . . . . . . . . . . . . . . . . .
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TABLE OF CONTENTS (CONTINUED) V-10 W-5A W-6A Z-1A VARIABLE QUEUEING . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Work Mode - ACD. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Work Mode Time Limit - ACD . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Zip Tone - ACD . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
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TABLE OF CONTENTS (CONTINUED) ACDSPL Assignment of ACD Split Data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ACDLOG Assignment of ACD Receiver ID Code. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ACDPSN Assignment of ACD Position Data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ACDCCV Assignment of ACD CCV Data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
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TABLE OF CONTENTS (CONTINUED) 4.2.1 4.2.2 5. Fault 5.1 5.2 5.3 Page TCP/IP Link Failure . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 450 Bad Call Notification . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 451 Recovery Procedure . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Before Starting Fault Recovery . . . . . . . . . . . .
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LIST OF FIGURES Figure Title Figure 2-1 Figure 2-2 Figure 2-3 Figure 2-4 Figure 2-5 Figure 2-6 Figure 2-7 Figure 2-8 Figure 2-9 Figure 3-1 Figure 3-2 Figure 3-3 Figure 3-4 Figure 3-5 Figure 3-6 Figure 3-7 Figure 3-8 Figure 3-9 Figure 3-10 Figure 3-11 Figure 3-12 Functional Outline of NEAX2400 CallCenterWorX-Enterprise ACD System . . . . . . . . . . . . . 4 Block Diagram of ACD System (Single CPU Configuration) . . . . . . . . . . . . . . . . . . . . . . . . . .
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LIST OF FIGURES (CONTINUED) Figure Title Figure 4-11 Figure 4-11 Figure 4-12 Figure 4-13 Figure 4-14 Figure 4-15 Figure 4-16 Figure 4-17 Figure 4-17 Figure 4-18 Figure 4-18 Figure 5-1 Figure 5-2 Figure 5-3 Figure 5-4 Figure 7-1 Figure 7-2 Figure 7-3 Figure 7-4 Figure 7-5 Figure 7-6 Figure 7-7 Figure 7-8 Figure 7-9 Figure 7-10 Figure 9-1 Figure 9-2 Figure 9-3 Figure 9-4 LT Connector Leads Accommodation of PIMK (3 of 3) . . . . . . . . . . . . . . . . . . . . . . . . . . . 133 Connecting Route Diagram . .
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LIST OF TABLES Table Table 1-1 Table 1-2 Table 2-1 Table 2-2 Table 3-1 Table 4-1 Table 5-1 Table 5-2 Table 5-3 Table 5-4 Table 5-5 Table 7-1 Table 7-2 Table 7-3 Table 7-4 Table 7-5 Table 7-6 Table 9-1 Table 9-2 Table 9-3 Table 9-3 Table 9-4 Table B-1 Table C-1 Title Page Configuration of this Manual . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 Related Reference Manuals . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
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This page is for your notes. LIST OF TABLES Page x Revision 1.
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CHAPTER 1 INTRODUCTION 1. GENERAL This manual describes the system outline and procedures for installation/installation tests, operations, maintenance and data assignment of Automatic Call Distribution (ACD) in the IMX System. 1.1 CONFIGURATION OF THIS MANUAL The configuration of this manual is shown in Table 1-1.
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INTRODUCTION 1.2 RELATED REFERENCE MANUALS For maintenance to be performed on the NEAX2400 CallCenterWorX-Enterprise ACD System, there are operations pertaining to ACD functions and those pertaining to the NEAX2400 IMX itself. Because this manual explains only the operations pertaining to ACD functions, related reference manuals explaining the procedures of the NEAX2400 IMX must be used with this manual when performing maintenance on the NEAX2400 CallCenterWorX-Enterprise ACD System as a whole.
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CHAPTER 2 GENERAL INFORMATION 1. GENERAL This chapter provides the user with a basic working knowledge of the NEAX2400 CallCenterWorX-Enterprise (ACD) System. It also explains how to use documents furnished with the NEAX2400 CallCenterWorXEnterprise (ACD) System. The contents of this chapter and how to follow the information are as follows: 1.
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GENERAL INFORMATION 2. SYSTEM SPECIFICATIONS 2.1 GENERAL This section describes the concept, functions and configuration of the ACD in the IMX System. This chapter includes the following information: • Functional Outline: Describes the outline of the ACD. • System Configuration: Describes the configuration of the ACD. • MIS: Describes the MIS functions. • Interface between ACD and MIS: Describes the interface condition to be used with the ACD in the IMX System and MIS.
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GENERAL INFORMATION 2.2 FUNCTIONAL OUTLINE Presently, telephone reception services are provided to a wide variety of businesses including mail orders and travel reservations. However, as the number of customers increase, these services are often subjected to complaints such as telephone calls not answered for long periods of time, or the telephones being busy.
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GENERAL INFORMATION 2.3 SYSTEM CONFIGURATION The ACD system can be implemented in the internal Type configuration, with which the ACDP is built in the CPU of the NEAX2400 IMX. The configuration of the NEAX2400 CallCenterWorX-Enterprise (ACD) System is defined as follows.
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GENERAL INFORMATION NEAX2400 IMX Single Configuration TSW ELC Dterm CPU MIS ETHER (External LAN) CPR LPM Externally installed equipment CIRCUIT CARD NAME SYMBOL FUNCTION CPU Central Processing Unit (ACDP) ELC Electronic Line Circuit Dterm Digital Multifunction Telephone MIS Management Information System ETHER REMARKS RAM: Built-in Data Memory PA-16ELCJ Ethernet Controller Ethernet + TCP/IP protocol management Figure 2-2 Block Diagram of ACD System (Single CPU Configuration) NDA-242
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GENERAL INFORMATION NEAX2400 IMX Dual Configuration TSW ELC Dterm CPU ETHER (External LAN) MIS CPR LPM Externally installed equipment CIRCUIT CARD NAME SYMBOL FUNCTION CPU Central Processing Unit (ACDP) ELC Electronic Line Circuit D term MIS ETHER REMARKS RAM: Built-in Data Memory PA-16ELCJ Digital Multifunction Telephone Management Information System Ethernet Controller Ethernet + TCP/IP protocol management Figure 2-3 Block Diagram of ACD System (Dual CPU Configuration) CHAPTER 2 Pa
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GENERAL INFORMATION 2.3.1 SYSTEM CAPACITY CallCenterWorX-Enterprise (ACD) system capacity can be upgraded by installing the ACD Option Service Software (standard) for extending ACD capacity. For the procedure to link with the Optional Service Software, refer to Chapter 4 “System Startup” in the Installation Manual. Table 2-1 CallCenterWorX-Enterprise (I) ACD Capacities 25-1,000 Seats System Components Version (I4.01.00.
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GENERAL INFORMATION 2.4 MIS The Management Information System (MIS) expands the benefits of the telephone reception services of the ACD system by providing efficient administration. The number of handled ACD calls, system capacity and functions of the MIS vary depending on whether it is based on a Navigator MIS. The MIS calculates the traffic related to the ACD calls and issues reports.
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GENERAL INFORMATION 2. Specifications Dimensions Cable Conductors Distance from PBX 3. Dterm Series III 105 (H) mm × 205 (W) mm × 225 (D) mm Dterm Series E 98.1 (H) mm × 177.0 (W) mm × 223.7 (D) mm 2-conductor (1 Pair) Less than 850m (2787 ft.) Outer View Figure 2-4 shows the outer view of D term Series III Agent Position. Dterm Series III 1 4 7 * 0 2 5 8 3 6 9 # Figure 2-4 Outer View of D term Series III Agent Position NDA-24282 CHAPTER 2 Page 11 Revision 1.
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GENERAL INFORMATION Figure 2-5 shows the outer view of Dterm Series E Agent Position. Dterm Series E Ex it N E C ... ... ... ... O P Ho ld R ec W 9 XY Z 0 ER r R A ns w ... ... ... He lp ... ... ... ... all C on f # T ra ns fe Feea atuture re 6 M N O 8 TU V ... ... D 3 EF 5 JK L ... ... ... AB 2 C G 4 H I PQ 7 RS ... ... ... 1 ... ed ia l er S pe ak e r M IC Figure 2-5 Over View of Dterm Series E Agent Position CHAPTER 2 Page 12 Revision 1.
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GENERAL INFORMATION 2.6.2 1. SUPERVISORY POSITION Function The supervisory position is equipped with the agent position functions and the display terminal. It is used as the supervisor of splits to manage the ACD operations by overriding calls to agent positions, call monitoring, agent position status display, etc. The supervisor position consists of an ACD agent position and a display with keyboard (MIS terminal). Some supervisor positions are not equipped with the MIS terminal.
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GENERAL INFORMATION 3. GLOSSARY OF TERMS This section defines ACD-related terms.
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GENERAL INFORMATION • Trunk Group A group, organized according to routes, of trunks which transmits calls incoming to or originated from the ACD System. • ACD Group (Tenant) An ACD system can be divided into groups according to the user firms or departments. The ACD group is the unit of such a division. Its configuration is as shown in Figure 2-8.
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GENERAL INFORMATION • Split The unit of division of an ACD group according to functions. Each split is composed of a queue to hold incoming calls temporarily, agent positions to answer the incoming calls, and a group supervisory position. • Queue The queue is the area in which calls incoming to the ACD in the IMX System wait for handling. Each split has multiple queues. When all of the agent positions of a queue are busy, the calls assigned to that queue will wait.
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GENERAL INFORMATION 0:00 Supervisory Position 9:00 10:00 11:00 12:00 13:00 14:00 15:00 16:00 17:00 18:00 Day Mode Night Mode Night Mode “Night” key pressed “Night” key pressed Agent Position 1 Unavailable Available “Log ON/OFF” key pressed Agent Position 2 Break “Break” key pressed Available Unavailable “Log ON/OFF” key pressed 24:00 Break “Break” key pressed Break “Break” key pressed Break “Break” key pressed Unavailable “Log ON/OFF” key pressed Unavailable “Log ON/OFF” key
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GENERAL INFORMATION • Break Mode This is the state of an ACD position (including supervisory position), which is activated by the agent pressing the “BREAK” key to disallow the termination of incoming ACD calls before the agent temporarily leaves the position.
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CHAPTER 3 INSTALLATION 1. GENERAL This chapter describes the installation and test procedures for the NEAX2400 CallCenterWorX-Enterprise ACD System. The installation of the ACD in the IMX system is completed by the installing the MIS, MIS interface, and terminal equipment such as agent positions and supervisory positions.
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INSTALLATION This manual provides Static Caution indicators (see Figure 3-1) on page where work involving static-sensitive components is described. The 3M Model 8012 Portable Field Service Kit, shown in Figure 3-2 is recommended as an effective countermeasure against static electricity. The kit is available from NEC. Wrist Strap Place the Circuit Card on a Conductive sheet.
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INSTALLATION 3. INSTALLATION PROCEDURES 3.1 PERIPHERAL EQUIPMENT INSTALLATION This section explains the procedures to install peripheral equipment for the ACD in the IMX system (Agent positions, MIS terminals, etc.). The reference NAPs for the peripheral equipment are indicated in Figure 3-3.
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INSTALLATION NAP-200-101 Sheet 1/3 Installation of ACD Agent Position Figure 3-4 shows the cable connection between the Agent Position and the NEAX2400 IMX. MDF Dterm No.0 (Dterm Series III/Series E) PIM Installation Cable PA-16ELCJ No.1 LT No.15 Max. 850m (0.5φ) MDF No.0 No.1 No.2 No.3 No.4 No.5 No.6 No.7 No.8 No.9 No.10 No.11 No.12 No.13 No.14 No.
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INSTALLATION NAP-200-101 Sheet 2/3 Installation of ACD Agent Position • Attach the provided key pad/labels to identify the names of the keys. For the function key data assignments, refer to the AKYD command in Chapter 7.
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INSTALLATION NAP-200-101 Sheet 3/3 Installation of ACD Agent Position (2) Dterm Series E CW AUTO/MAN ASSIST EMER TRKTRBL RECALL ACDCALL LINE FUNC HAND/HEAD MIC 1 2 3 4 5 6 7 8 9 0 # XFR CONF HOLD SPKR RLS BREAK LOGON TALLY WORK FLEX KEY Figure 3-6 Key Pads on ACD Agent Position Keyboard ( Dterm Series E) CHAPTER 3 Page 24 Revision 1.
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INSTALLATION NAP-200-102 Sheet 1/3 Installation of ACD Supervisory Position Figure 3-7 shows the cable connection between the Supervisory Position and the NEAX2400 IMX. MDF PIM (D term Dterm No. 0 Series III/Series E) Installation Cable PA-16ELCJ No.1 LT No.15 Max. 850m (0.5 f ) MDF No.0 No.1 No.2 No.3 No.4 No.5 No.6 No.7 No.8 No.9 No.10 No.11 No.12 No.13 No.14 No.
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INSTALLATION NAP-200-102 Sheet 2/3 Installation of ACD Supervisory Position • Attach the provided key pad/labels to identify the names of the keys. For the function key data assignments, refer to the AKYD command in Chapter 7.
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INSTALLATION NAP-200-102 Sheet 3/3 Installation of ACD Supervisory Position (2) Dterm Series E CW AUTO/MAN MON/BARGE NIGHT TRKTRBL RECALL ACDCALL LINE FNC HAND/HEAD MIC SPKR 1 2 3 4 5 6 7 8 9 LOGON RLS CONF 0 # TALLY HOLD XFR BREAK WORK FLEX KEY Figure 3-9 Key Pads on Supervisory Position Keyboard (Dterm Series E) NDA-24282 CHAPTER 3 Page 27 Revision 1.
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INSTALLATION NAP-200-103 Sheet 1/1 Installation of MIS Figure 3-10 shows the cable connection between the MIS and the NEAX2400 IMX. 00 01 02 03 04 05 06 07 08 09 10 11 12 13 14 15 16 17 18 19 20 21 22 23 00 01 02 03 04 05 06 07 08 09 10 11 PH-PC40 (EMA) BASEU PH-IO24 (IOC) LPM LANI (PZ-PC19) 10BASE-T (Straight) MIS HUB Note: When the client MIS and IVR/Host are installed in a system together, LAN network for these terminals should be separated by the router.
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INSTALLATION NAP-200-104 Sheet 1/1 Installation of Emergency Recorder Figures 3-11 and 3-12 show connection for an Emergency Recorder. AC MDF 16COT No.0 circuit R0 A T0 B Emergency Recorder Speech Wires No.1 circuit M (T1) G -48V -48V RPT0 G Starting Wire FUSE Power Receiving Terminal Figure 3-11 Connection of Emergency Recorder (When Emergency Recorder Has Starting Terminal) AC Receptacle Speech Wires Power Relay Emergency Recorder MDF 16COT R0 A T0 B No.0 circuit AC Note No.
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INSTALLATION NAP-200-105 Sheet 1/1 Installation of Announcement Machine The standard announcement machine available is PA-4DATA or PA-4DATB (4DAT: 4 Digital Announcement Trunk) card. The 4DAT can be used by simply inserting it in the universal slot of PIM. If a non-standard announcement machine is used, the connection method and the announcement trunk to be used as interface vary depending on the machine. An example of this connection is shown in Figure 3-13. MDF 16 COT No.
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INSTALLATION NAP-200-106 Sheet 1/1 Installation of IVR/Host Figure 3-14 shows the system configuration when IVR/Host is installed. For more details of IVR cable connection, refer to Figure 3-15 and for the Host connection, refer to Figure 3-16. E L C Dterm (ACD Positions) L C HUB L A N L A N PBX IVR/Host Router Note MIS Note: When the client MIS and IVR/Host are installed in a system together, LAN network directly connected with these terminals should be separated by the router.
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INSTALLATION Figure 3-15 shows the cable connection between Host and the PBX. HUB PKG PIM 10BASE-T (Straight) LANI LPM LANI 10BASE-T (Straight) BASEU 10BASE-T (Straight) Note: When the client MIS and IVR/Host are installed in a system together, LAN network directly connected with these terminals should be separated by the router. Figure 3-15 Connection of Host CHAPTER 3 Page 32 Revision 1.
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INSTALLATION Figure 3-16 shows the cable connection between IVR and the PBX. MDF PIM Installation cable Rosette 16LC A0 B0 A1 L2 L2 L1 L1 IVR Note ~ B1 A15 B15 Note: Connector leads (A0, B0) may be connected differently. Figure 3-16 Connection of IVR NDA-24282 CHAPTER 3 Page 33 Revision 1.
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INSTALLATION 4. SYSTEM START-UP PROCEDURE FOR ADDING ACD FEATURES 4.1 ACD SOFTWARE INSTALLATION This section explains the installation procedure for adding the Built-in ACDP software to the PBX in on-line operation. For more detailed information about start-up procedures before the ACD application software install, see the “Installation Manual”. [Operation Procedure] a. Basic Operating Procedure STEP 1 : By using MEM_HDD command, save all data to both HDDs.
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INSTALLATION b. When Installing ACD Trunk into Multiple Fusion Nodes (Software installation when the ACD trunk is installed at Fusion Nodes.) (1) At the node that uses the ACDP, the ACD software (Built-in ACDP software) and ACD Option Software installation is necessary. (2) At the node that accommodates the ACD trunk, only ACD Option Software installation is necessary. Do not install the ACD software. (3) Initialize the node that uses the ACDP after the software installation. c.
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INSTALLATION 4.2 BASIC DATA ASSIGNMENT FOR START-UP STEP 1 : Change the system data written in DM. ASYD SYS1 INDEX2 b0=1 (ACDP mounted) INDEX31 - b0~b3: CM mounting capacity Assign Normally “06”.
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INSTALLATION 5. UPGRADING ACD SYSTEM FROM NEAX2400 ICS TO NEAX2400 IMX Figure 3-17 and Table 3-1 show the requirements when upgrading the CallCenterWorX-Enerprise (ACD) system from NEAX2400 ICS to 2400 IMX. 5.1 HARDWARE AND SOFTWARE REQUIREMENTS Client MIS PBX [8] [1] CPU [2] ACDP Server MIS Router [9] [5] [6] LAN [7] [4] DM MAT MIS DB [3] ACD DM IVR/Host [10] (See Table 3-1.) Note 1: [5], [6], [7], [8] are not necessary for the ACD without MIS.
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INSTALLATION Table 3-1 Hardware and Software Upgrading Requirements No.
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INSTALLATION 5.2 UPGRADING PROCEDURE STEP 1 : Print out the existent data in the MIS terminal or save the data as the text file. Note 4 STEP 2 : List up the office data related to the current ACDP. STEP 3 : Shutdown MIS operation following the appropriate procedure. Note 4 STEP 4 : Make busy the CPU (ACDP) card (CP53/CP54) and disconnect all cables connected to cards related to ACD. STEP 5 : Upgrade the PBX hardware following the Upgrade Manual for the PBX.
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This page is for your notes. CHAPTER 3 Page 40 Revision 1.
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CHAPTER 4 SWITCH SETTING OF ACD CIRCUIT CARDS 1. GENERAL This chapter explains the circuit cards related to the NEAX2400 CallCenterWorX-Enterprise (ACD) System which are shown in Table 4-1.
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SWITCH SETTING OF ACD CIRCUIT CARDS 2. EXPLANATION OF ACD CIRCUIT CARDS This section explains each of the ACD circuit cards regarding the following items. 1. Function Explanations are given about the functional outline and the purpose of each circuit card. 2. Mounting Location/Condition The mounting location of each circuit card is illustrated with the mounting module name, slot number, etc. Any conditions pertaining to mounting are also denoted. 3.
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PA-CP53 (CPU) PA-CP53 (CPU) 1. Function This circuit card is the CPU card (Central Processing Unit) which controls the ACD Circuit Card Type System. Using V60 microprocessor (32 bits), this CPU card provides programs and data memory. The card is equipped with EPROM of 2MB and SRAM of 1MB, respectively. ACDP GATE I/O LOCAL BUS RS-232C (Non-protocol) EAPI ACD-MIS SYSTEM CPU LPRJ-A ACD in IMX system (Circuit Card Type) Position within the system NDA-24282 CHAPTER 4 Page 43 Revision 1.
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PA-CP53 (CPU) 2. Mounting Location/Condition The mounting locations of this circuit card and the conditions related to mounting are shown below. (a) When this circuit card is mounted in PIMA Mounting Module 00 01 Note: 02 03 04 PIMU 05 06 07 08 09 10 11 12 13 14 15 16 17 18 19 20 21 22 23 15 16 17 19 20 21 22 23 ● indicates the mounting locations of this circuit card.
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PA-CP53 (CPU) 3. Face Layout of Lamps, Switches, and Connectors The face layout of lamps, switches, and connectors of this circuit card is shown below. SW1 SW0 SW2 CPU OPE MBR CLKA COPA LANA DMWE RESET SENSE 4. Lamp Indications The contents of lamp indications of this circuit card are shown in the table below. LAMP NAME COLOR CPU OPE Green CLKA Red Lights when a microprocessor operating clock failure has occurred in this circuit card.
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PA-CP53 (CPU) 5. Switch Settings Standard settings of various switches on this circuit card are shown in the table below. SWITCH NAME SWITCH NO. SETTING UP MBR RESET SW1 Circuit card make busy request.
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PA-CP53 (CPU) SWITCH NAME SWITCH NO. 1 2 3 SW2 4 SETTING STANDARD SETTING ON × OFF ON MEANING Internal NMI possible Internal NMI inhibited × Data Memory Write Protect cancel OFF Data Memory Write Protect controllable ON Data Memory Write inhibited OFF × Data Memory Write controllable ON When connecting PA-CC98 card OFF When not connecting PA-CC98 card 5 OFF × Fixed 6 OFF × Fixed 7 OFF × Fixed 8 OFF × Fixed NDA-24282 CHAPTER 4 Page 47 Revision 1.
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PA-CP53 (CPU) SWITCH SETTING SHEET MODULE PIM SLOT NO. any universal slot SWITCH NAME SWITCH SHAPE MBR REMARKS UP: ON Circuit card make busy request DOWN: Circuit card make busy request cancel RESET SENSE SW0 ON 12 3 45 6 7 8 SW1 ON 12 3 45 6 7 8 7 = ON for IMX 7 = OFF for ICS 12 3 45 6 7 8 4 ON When connecting PA-CC98 SW2 ON CHAPTER 4 Page 48 Revision 1.
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PH-PC22 (EAPI) PH-PC22 (EAPI) 1. Function This circuit card is an I/O system functions integrated card to be used in the ACD Circuit Card Type System. This card supports the following functions. (a) APINT Function: For processor communications between the CPU of the System and ACDP card, this circuit card provides FIFO for mutual I/O bus connections. (b) IOC Function: For ACD-MIS connection, this circuit card provides a serial interface which conforms with RS-232C (two I/O ports).
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PH-PC22 (EAPI) Mounting Module 00 01 02 PHPC-22 PHPC-22 PHPC-22 03 LPRJ-A 04 CPRAC-0 CPRAC-1 Note Note: 3. This circuit card is mounted in any one of Slot No. 00~02 Face Layout of Lamps, Switches, and Connectors The face layout of lamps, switches, and connectors of this circuit card is shown below. IOC OPE CLKALM OPE/MB MB MBR SW11 SW0 CHAPTER 4 Page 50 Revision 1.
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PH-PC22 (EAPI) 4. Lamp Indications The contents of lamp indications of this circuit card are shown in the table below. LAMP NAME COLOR OPE/MB Green IOCOPE Red Remains lit while the non-protocol/RS-232C Port Controller is operating normally. CLKALM Red Lights when a clock failure has occurred. 5. STATE Remains lit while this circuit card is operating. Switch Settings Standard settings of various switches on this circuit card are shown in the table below. SWITCH NAME SWITCH NO.
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PH-PC22 (EAPI) SWITCH NAME SWITCH NO.
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PH-PC22 (EAPI) SWITCH SETTING SHEET MODULE LCMA SLOT NO. 02 03 04 SWITCH NAME SWITCH SHAPE MB REMARKS UP: Circuit card make busy DOWN MBR DOWN: Circuit card make idle DOWN LPRJ-A 00 01 02 SW0 ON 12 3 45 6 7 8 ON 12 3 45 6 7 8 ON 12 3 45 6 7 8 SW01 9600 bps Port 0, 1 Stop 7 Even SW11 9600 bps Port 1, 1 Stop 7 Even NDA-24282 CHAPTER 4 Page 53 Revision 1.
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PH-PC27 (EAPI) PH-PC27 (EAPI) 1. Function This circuit card is an I/O system functions integrated card to be used in the ACD Circuit Card Type System. This card supports the following functions. (a) APINT Function: For processor communications between the CPU of the System and ACDP card, this circuit card provides FIFO for mutual I/O bus connections. (b) IOC Function: For ACD-MIS connection, this circuit card provides a serial interface which conforms with RS-232C (three I/O ports).
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PH-PC27 (EAPI) Mounting Module 00 01 02 PH-PC27 PH-PC27 PH-PC27 03 LPRJ-A 04 CPRAC-0 CPRAC-1 Note Note: 3. This circuit card is mounted in any one of Slot No. 00~02. Face Layout of Lamps, Switches, and Connectors The face layout of lamps, switches, and connectors of this circuit card is shown below. IOC OPE CLKALM OPE/MB MB MBR SW0 AP-1 to CP-53 SW12 SW11 AP-0 to CP-53 SW10 NDA-24282 CHAPTER 4 Page 55 Revision 1.
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PH-PC27 (EAPI) 4. Lamp Indications The contents of lamp indications of this circuit card are shown in the table below. LAMP NAME COLOR OPE/MB Green IOCOPE Red Remains lit while the non-protocol/RS-232C Port Controller is operating normally. CLKALM Red Lights when a clock failure has occurred. Note: 5. STATE Remains lit while this circuit card is operating. The PH-PC27 is a three port EAPI card.
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PH-PC27 (EAPI) SWITCH NAME SW10 (for Port 0) SW11 (for Port 1) SW12 (for Port 2) STANDARD SETTING SWITCH NO.
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PH-PC27 (EAPI) SWITCH SETTING SHEET MODULE LCMA SLOT NO. 02 03 04 SWITCH NAME SWITCH SHAPE MB REMARKS UP: Circuit card make busy. DOWN MBR DOWN: Circuit card make idle. DOWN LPRJ-A 00 01 02 SW0 ON 12 3 45 6 7 8 ON 12 3 45 6 7 8 ON 12 3 45 6 7 8 ON 12 3 45 6 7 8 SW10 2, 4, 5, 6 ON only SW11 2, 4, 5, 6 ON only SW12 CHAPTER 4 Page 58 Revision 1.
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PA-AL16 (ALMC) PA-AL16 (ALMC) 1. Function This circuit card collects fault information and manages a dual-configuration system of the ACD Module Type System. The card displays the collected fault information on the TOPU. Besides, the card provides the functions for data communication between two ACDPs in the dual system configuration.
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PA-AL16 (ALMC) 3. Face layout of Lamps, Switches, and Connectors The face layout of lamps, switches, and connectors of this circuit card is shown below. MBR SW1 SW5 EMA SUP CPUSEL SW4 (SW3) SW6 SW0 SW2 CHAPTER 4 Page 60 Revision 1.
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PA-AL16 (ALMC) 4. Switch Settings Standard settings of various switches on this circuit card are shown in the table below. SWITCH NO. SWITCH NAME MB SETTING MEANING UP Circuit card make busy. DOWN Circuit card make idle.
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PA-AL16 (ALMC) SWITCH NAME SW4 ON 1 2 3 4 SW5 ON SWITCH NO. SETTING STANDARD SETTING 1 OFF × Alarm Bus Fixed 2 OFF × Alarm Bus Fixed 3 OFF × Alarm Bus Fixed 4 OFF × Alarm Bus Fixed 1 ON × Fixed 2 OFF × Fixed 3 OFF × Fixed 1 2 3 4 4 SW6 ON CHAPTER 4 Page 62 Revision 1.
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PA-AL16 (ALMC) SWITCH SETTING SHEET MODULE APM SLOT NO. 20 SWITCH NAME SWITCH SHAPE MB REMARKS UP: Circuit card make busy ON DOWN:Circuit card make idle EMASUP ON CPUSEL ON Middle = ACDP Dual System Down = ACDP Single System 0 0 = Single CPU Systems 9 = Multi CPU Systems MG (SW3) 9 SW0 ON 1 23 4 ON 1 23 4 SW1 2 and 4 ON (Fixed) SW2 ON 12 SW4 Alarm Bus ON 1 23 4 ON 1 23 4 SW5 SW6 4 ON = Dual ACDP 4 OFF = Single ACDP Alarm Bus ON NDA-24282 12 CHAPTER 4 Page 63 Revision 1.
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PH-PC21 (APINT) PH-PC21 (APINT) 1. Function This circuit card is an inter-processor interface card and is used only for the Module Type ACD. The card provides FIFO for mutual I/O bus connections for processor communication between the system CPU and the ACDP. TSW, INT Extended 8-bit I/O Bus 8-bit I/O Bus GATE GATE APINT APINT 8-bit I/O Bus 32-bit MEM Bus CPU CPU ECPY ACD Module MEM MEM Position within the system 2.
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PH-PC21 (APINT) 3. Face Layout of Lamps, Switches, and Connectors The face layout of lamps, switches, and connectors of this circuit card is shown below. CLKALM OPE/MB MB AP1 AP0 SW01 4. Lamp Indications The contents of lamp indications of this circuit card are shown in the table below. LAMP NAME OPE/MB CLKALM 5. COLOR Green STATE Remains lit while this circuit card is operating. Red Lights while this circuit card is in make-busy state.
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PH-PC21 (APINT) SWITCH NAME SWITCH NO. SETTING STANDARD SETTING ON When using this circuit card in the ACDP of single-system configuration or when connecting this circuit card to No. 0 system of the ACDP of dual-system configuration. OFF When connecting this circuit card to No. 1 system of the ACDP of dual-system configuration. 1 2 × ON Fixed ON When the ACDP is provided by single-system configuration. OFF When the ACDP is provided by dual-system configuration.
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PH-PC21 (APINT) SWITCH SETTING SHEET MODULE LPRJ-A SLOT NO. 00 01 02 SWITCH NAME SWITCH SHAPE MB ON REMARKS UP: Circuit card make busy DOWN: Circuit card make idle SW0 ON 12 3 45 6 7 8 NDA-24282 CHAPTER 4 Page 67 Revision 1.
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PA-PC56-A (COPY) PA-PC56-A (COPY) 1. Function This circuit card provides the function to copy the contents of the RAM of both the standby (ST-Y) system and the active (ACT) system so that the contents of the RAM of both system may be always coinciding with each other. ALMC IOC CPU CPU (ACDP) (ACDP) RS-232C (Non-protocol) COPY COPY CRAM CRAM APM Position within the system 2.
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PA-PC56-A (COPY) 3. Face Layout of Lamps, Switches, and Connectors The face layout of lamps, switches, and connectors of this circuit card is shown below. OPE SREQ MB COPY SW0 MBS1 MBS0 4. Lamp Indications The contents of lamp indications of this circuit card are shown in the table below. LAMP NAME COLOR STATE OPE Green Remains lit while this circuit card is operating in ACT state. COPY Green Remains lit while this circuit card is operating in COPY mode.
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PA-PC56-A (COPY) 5. Switch Settings Standard settings of various switches on this circuit card are shown in the table below. SWITCH NAME SWITCH NO. MB SREQ SETTING STANDARD SETTING UP Circuit card make busy. DOWN Circuit card make idle. UP Separate mode request. DOWN Separate mode request cancel (Copy mode). ON To be set in the case of System No. 0. (To be mounted in Slot No. 08 of APMA.) OFF To be set in the case of System No. 1. (To be mounted in Slot No. 17 of APMA.
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PA-PC56-A (COPY) SWITCH SETTING SHEET MODULE APM-A\E SLOT NO. 08 17 SWITCH NAME SWITCH SHAPE MB ON SREQ SW0 REMARKS UP: Circuit card make busy DOWN:Circuit card make idle ON ON 12 3 45 6 7 8 NDA-24282 1 ON = System No. 0 1 OFF = System No. 1 CHAPTER 4 Page 71 Revision 1.
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PA-CP54 (CPU) PA-CP54 (CPU) 1. Function This circuit card is the CPU card (Central Processing Unit) which controls the ACD Module Type System. Using the V60 microprocessor (32 bits), this CPU card provides programs and working memory. The card is equipped with EPROM of 2MB and SRAM of maximum 384KB respectively. CPU I/O LOCAL BUS APINT APINT ALMC IOC CPU CPU (ACDP) (ACDP) RS-232C (Non-protocol) COPY COPY ACD-MIS CRAM CRAM APM ACD in IMX system (Module Type) Position within the System 2.
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PA-CP54 (CPU) 3. Face Layout of Lamp, Switches, and Connectors The face layout of lamps, switches, and connectors of this circuit card is shown below. SW0 SW1 CPU OPE MBR SW2 CLKALM COPALM SW3 RESET SW4 SENSE 4. Lamp Indications The contents of lamp indications of this circuit card are shown in the table below. LAMP NAME COLOR STATE CPU OPE Green CLK ALM Red Lights when a microprocessor operating clock failure has occurred in this circuit card.
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PA-CP54 (CPU) 5. Switch Settings Standard settings of various switches on this circuit card are shown in the table below. SWITCH NAME SWITCH NO. MB RESET SETTING STANDARD SETTING MEANING UP Circuit card make busy. DOWN Circuit card make idle. PUSH Starting of reset of this circuit card. 0 For MMG (ICS), UMG (ICS), UMGx (Normal Setting). 1 2 3 4 For IMG (IMX) (ICS), IMGx, IMGxh, IMGdxh (Normal Setting).
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PA-CP54 (CPU) SWITCH NAME SWITCH NO. 1 2 3 SW0 4 SETTING STANDARD SETTING ON × MEANING Memory Parity Alarm Inhibited. OFF Memory Parity Alarm not inhibited. ON External NMI input inhibited. OFF × ON OFF External NMI input not inhibited. Memory Alarm NMI inhibited. × ON Memory Alarm NMI not inhibited. COPALM inhibited. OFF × COPALM not inhibited. 5 OFF × Fixed. 6 OFF × Fixed. ON When ACDP is provided by dual-system configuration.
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PA-CP54 (CPU) SWITCH NAME SWITCH NO. 1 2 3 4 SW2 5 SETTING STANDARD SETTING SW2-1 SW2-2 ON ON OFF OFF ON OFF ON OFF SETTING OF EPROM When equipping 1M bit EPROM IC. When equipping 2M bit EPROM IC (standard). When equipping 4M bit EPROM IC. Not used × ON When equipping 1M bit SRAM IC. OFF When equipping 256 K bit SRAM IC. SW2-4 SW2-5 SETTING OF ROM AREAS ON ON OFF ON OFF OFF When providing 1MB of F00000H ~ FFFFFFH.
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PA-CP54 (CPU) SWITCH NAME SW4 SWITCH NO. SETTING STANDARD SETTING 1 OFF × Fixed 2 OFF × Fixed 3 ON × Fixed 4 OFF × Fixed 5 ON × Fixed 6 OFF × Fixed 7 OFF × Fixed 8 OFF × Fixed NDA-24282 MEANING CHAPTER 4 Page 77 Revision 1.
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PA-CP54 (CPU) SWITCH SETTING SHEET MODULE APM SLOT NO. 09 16 SWITCH NAME SWITCH SHAPE MBR ON REMARKS UP: Circuit card make busy. DOWN:Circuit card make idle. RESET SENSE SW0 SW1 SW2 ON 12 3 45 6 7 8 ON 12 3 45 6 7 8 ON 12 3 45 6 7 8 SW3 SW4 CHAPTER 4 Page 78 Revision 1.
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PA-ME34 (CRAM) PA-ME34 (CRAM) 1. Function This circuit card is a RAM card for the ACD System and has memory capacity of 1.5 Mbytes. ALMC IOC CPU CPU (ACDP) (ACDP) RS-232C (Non-protocol) COPY COPY CRAM CRAM APM-A\E Position within the system 2. Mounting Location/Condition The mounting locations of this circuit card and the conditions related to mounting are shown below.
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PA-ME34 (CRAM) 3. Face Layout of Lamps, Switches, and Connectors The face layout of lamps, switches, and connectors of this circuit card is shown below. OPE DMWE DMWD SW0 DMWDK PZ-ME17 SW1 4. Lamp Indications The contents of lamp indications of this circuit card are shown in the table below. LAMP NAME COLOR OPE Green DMWE Red Lights when the data memory area of this card is in write enable state.
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PA-ME34 (CRAM) 5. Switch Settings Standard settings of various switches on this circuit card are shown in the table below. SWITCH NAME SWITCH NO. STANDARD SETTING UP DMWDK SW0 SETTING MEANING Data memory area write inhibited DOWN Data memory area write enable 1 OFF × 2 OFF × 3 ON × 4 ON × 5 OFF × 6 ON × 7 OFF × Fixed 8 OFF × Fixed 1 SW1-1 SW1-2 ON OFF ON OFF SW1 Fixed Sets the RAM area to $800000 ~ 8FFFFFH, $C00000 ~ C7FFFFH Write Protect is provided.
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PA-ME34 (CRAM) SWITCH SETTING SHEET MODULE APM-A\E SLOT NO. 06 08 19 SWITCH NAME DMWDK SW0 SW1 CHAPTER 4 Page 82 Revision 1.
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PA-IO02-A (IOC) PA-IO02-A (IOC) 1. Function This circuit card is an I/O card (input/output control card) and provides a serial interface function by which the CPU performs mutual communications with the ACD-MIS conforming with the RS-232C Interface. ALMC IOC CPU CPU (ACDP) (ACDP) RS-232C (Non-protocol) COPY COPY CRAM CRAM APM-A\E Position within the system 2. Mounting Location/Condition The mounting locations of this circuit card and the conditions related to mounting are shown below.
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PA-IO02-A (IOC) 3. Face Layout of Lamps, Switches, and Connectors The face layout of lamps, switches, and connectors of this circuit card is shown below. OPE MB SW12 ON LINE1 ON LINE0 SW3 MB REQ OFF LINE SW02 SW01 SW11 SW0 4. Lamp Indications The contents of lamp indications of this circuit card are shown in the table below. LAMP NAME COLOR OPE Green Remains lit while this circuit card is operating in ACT mode. ON LINE1 Green Remains lit while PORT 1 is in on-line state.
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PA-IO02-A (IOC) 5. Switch Settings Standard settings of various switches on this circuit card are shown in the table below. SWITCH NAME SWITCH NO. MB MB REQ OFF LINE SETTING STANDARD SETTING MEANING UP Circuit card make busy. DOWN Circuit card make idle. UP Circuit card make busy. DOWN Circuit card make idle. UP MIDDLE Setting is inhibited. × Fixed. DOWN Setting is inhibited.
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PA-IO02-A (IOC) SWITCH NAME SW1 (for Port 0) SW11 (for Port 1) SWITCH NO.
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PA-IO02-A (IOC) SWITCH NAME SW02 (for Port 0) SW12 (for Port 1) SWITCH NO. SETTING STANDARD SETTING MEANING ON × PB terminal becomes minus (-) when the port terminal is busy. 1 ON 2 3 4 5 6 7 8 Note: PB terminal becomes plus (+) when the port terminal is busy. OFF × Sets the ER terminal of the port to Always ON. OFF Controls ON/OFF of the ER terminal of the port by the CPU. ON DR signal lead is not to be used to the port. OFF × DR signal lead is to be used to the port.
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PA-IO02-A (IOC) 6. External Interface The RS connector leads accommodation of this circuit card is shown below. RS Connector Leads Accommodation RS0 Connector 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 E E E E E CI0 E E E E E E E E E E E CI1 E E E E E E EXTA 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 SD0 RD0 RS0 CS0 DR0 SG0 CD0 ER0 PB0 SP00 SP10 SP20 SD1 RD1 RS1 CS1 DR1 SG1 CD1 ER1 PB1 SP01 SP11 SP21 EXTB RS0 Slot No.
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PA-IO02-A (IOC) SWITCH SETTING SHEET MODULE APM-A\E SLOT NO. 04 SWITCH NAME SWITCH SHAPE MB ON MB REQ ON OFF LINE SW0 SW02 SW11 SW12 UP: Circuit card make busy. DOWN:Circuit card make idle. ON ON SW3 SW01 REMARKS 12 3 45 6 7 8 ON 1 23 4 ON 12 3 45 6 7 8 ON 12 3 45 6 7 8 ON 12 3 45 6 7 8 ON 12 3 45 6 7 8 NDA-24282 CHAPTER 4 Page 89 Revision 1.
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PH-BS16 (PBI) PH-BS16 (PBI) 1. Function This circuit card provides an interface by which the ACDP performs inter-processor communications with another Processor via the Processor Bus (P-BUS) under control of the ACDP (PA-CP54 card). Also, this circuit card is connected with the Maintenance Bus (M-BUS) and provides functions that allow the SP (System Processor) to read out status or fault information of the ACDP and that cause the ACDP to set makebusy or perform initialization.
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PH-BS16 (PBI) 3. Face Layout of Lamps, Switches, and Connectors The face layout of lamps, switches, and connectors of this circuit card is shown below. ACT OPE MB PWRALM EQBY PBIH PBIL B-OPE0 B-OPE1 TR BSY RV BSY M-OPE NDA-24282 CHAPTER 4 Page 91 Revision 1.
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PH-BS16 (PBI) 4. Lamp Indications The contents of lamp indications of this circuit card are shown in the table below. LAMP NAME ACT COLOR Green Red STATE Remains lit while the CPU which controls this circuit card is in ACT state. Lights with PBI Make Busy switch and MB switch turned on. OPE Green PWRALM Red EQBY Green Remains lit while the circuit card is in equipment busy state. Green Remains lit while BUS No. 0 of this circuit card is data transmitting and receiving.
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PH-BS16 (PBI) 5. Switch Settings Standard settings of various switches on this circuit card are shown in the table below. SWITCH NO. SWITCH NAME MB ON SETTING STANDARD SETTING Circuit card make busy. UP DOWN × PBIH Circuit card make idle. Fixed 7 PBIL MEANING × Not used. 0 ~ ~ 7 Not used 8 ACDP0-System No. 0 (Mounted in Slot No. 13 of APMA0) (standard setting) 9 ACDP0- System No. 1(Mounted in Slot No. 14 of APMA0) (standard setting) A ACDP1-System No. 0 (Mounted in Slot No.
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PH-BS16 (PBI) SWITCH SETTING SHEET MODULE SLOT NO. 13 14 SWITCH NAME SWITCH SHAPE MB ON PBIH UP: Circuit card make busy DOWN:Circuit card make idle 7: Fixed 7 PBIL CHAPTER 4 Page 94 Revision 1.
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PA-GT17 (SPGT) PA-GT17 (SPGT) 1. Function This circuit card is used when the MISCME module is required. This circuit card provides flow control and terminates the extention of the MISC bus. This circuit card also controls the alarm LEDs equipped in the Top Unit.
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PA-GT17 (SPGT) 2. Mounting Location/Conditions The SPGT card mounts in the MISCME as shown below. Mounting Module 00 01 02 03 04 MISCME 05 06 07 08 09 10 11 12 13 14 15 16 17 18 19 20 21 22 23 The face layout of lamps, switches, and connectors of this circuit card is shown below. OPE MB CLK ALM DSPP SW10 CHAPTER 4 Page 96 Revision 1.0 NDA-24282 ALM SPGT SPGT 3.
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PA-GT17 (SPGT) 4. Lamp Indications The contents of lamp indications of this circuit card are shown in the table below. LAMP NAME COLOR OPE Green CLK ALM Red STATE Remains lit while this circuit card is operating. Lights when a clock down occurred. 5. Switch Setting Standard settings of various switches on this circuit card are shown in the table below. SWITCH NAME SWITCH NO. STANDARD SETTING ON MB SW10 SETTING MEANING Circuit card make busy. OFF × Circuit card make idle.
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PA-GT17 (SPGT) Switch Setting Sheet MODULE SLOT NO. SWITCH NAME SWITCH SHAPE ON MB MISCME 22 and 23 SW0 CHAPTER 4 Page 98 Revision 1.
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PA-16ELCDD (ELC) PA-16ELCDD (ELC) 1. Function This circuit card is a line card which supports the interface of HDAC. When using voice only, 16 lines of HDAC can be connected to this circuit card. Further, by changing the switch setting, this circuit card can be connected with eight (8) lines respectively of voice terminals and data terminals.
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PA-16ELCDD (ELC) 2. Mounting Location/Condition The mounting locations of this circuit card and the conditions related to mounting are shown below. (a) When this circuit card is mounted in PIMA Mounting Module PIMU-A 00 01 02 03 04 05 06 07 08 09 10 11 12 13 14 15 16 17 18 19 20 21 22 23 (b) When this circuit card is mounted in PIMB Mounting Module PIMB 00 01 02 03 04 05 06 07 08 09 10 11 12 13 14 15 16 17 18 19 20 21 22 23 Note: ● indicates the mounting locations of this circuit card.
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PA-16ELCDD (ELC) 3. Face Layout of Lamps, Switches, and Connectors The face layout of lamps, switches, and connectors of this circuit card is shown below. OPE N-OPE MB PWRALM BL15 BLO SW0 ELC Connector 4. Lamp Indications The contents of lamp indications of this circuit card are shown in the table below. LAMP NAME COLOR STATE OPE Green N-OPE Red Remains lit while this circuit card is isolated from the system. PWRALM Red Lights when power supply to Dterm is abnormal on more than one circuit.
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PA-16ELCDD (ELC) 5. Switch Settings Standard settings of various switches on this circuit card are shown in the table below. SWITCH NAME SWITCH NO. MB 1 SW0 SETTING STANDARD SETTING UP Circuit card make busy. DOWN Circuit card make idle. ON For using this circuit card as 8DLC. OFF For using this circuit card as 16ELC. 2 OFF × 3 OFF × 4 OFF × 5 OFF × 6 OFF × 7 CHAPTER 4 Page 102 Revision 1.
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PA-16ELCDD (ELC) 6. External Interface The LT connector leads accommodation and the connection diagram of this circuit card are shown below.
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PA-16ELCDD (ELC) LT Connector Accommodation Accommodated in *3 LT1, 3, 5, 7, 9, 11 Connectors LT0, 2, 4, 6, 8, 10 Connectors 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 B00 B10 B01 B11 B02 B12 B03 B13 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 A00 A10 A01 A11 A02 A12 A03 A13 LT0 LT Connector Name Slot No.
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PA-16ELCDD (ELC) (b) LT Connector Leads Accommodation when this circuit card is mounted in PIMB LT Connector Accommodation Accommodated in *1 Accommodated in *2 LT0, 2, 4, 6, 7, 9 Connectors LT1, 3, 5, 8, 10, Connectors 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 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 B00 B10 B01 B11 B02 B12 B03 B13 B04 B14 B05 B15 B06 B16 B07 B17 (B04) (B14) (B05) (B15) (B06) (B16) (B07) (B17) 1 2 3 4 5 6 7 8 9 10
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PA-16ELCDD (ELC) LT Connector Accommodation Accommodated in *3 LT1, 3, 5, 8, 10 Connectors LT0, 2, 4, 7, 9 Connectors 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 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 A00 A10 A01 A11 A02 A12 A03 A13 LT0 LT Connector Name Slot No.
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PA-16ELCDD (ELC) (c) Front connector leads accommodation Leads from No. 8~15 circuits come out to the front connector of the circuit card. The front connector leads are shown below. ELC Connector Leads Accommodation CHAMP Connector Leads Front Connector Leads No. 8 No. 9 No. 10 No. 11 No. 12 No. 13 No. 14 No.
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PA-16ELCDD (ELC) ELC2 Front Connector Leads No. 8 No. 9 No. 10 No. 11 No. 12 No. 13 No. 14 No. 15 1A 2A 3A 4A 5A 6A 7A 8A 9A 10A 11A 12A 13A 14A 15A 16A 17A A08 A18 A09 A19 A0A A1A A0B A1B A0C A1C A0D A1D A0E A1E A0F A1F 1B 2B 3B 4B 5B 6B 7B 8B 9B 10B 11B 12B 13B 14B 15B 16B 17B CHAMP Connector Leads B08 B18 B09 B19 B0A B1A B0B B1B B0C B1C B0D B1D B0E B1E B0F B1F 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 ELC1 Front Connector Leads No. 8 No. 9 No. 10 No. 11 No. 12 No.
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PA-16ELCDD (ELC) (d) Connection Diagram Front connector MDF NEAX2400 ICS ELC A00 A0 B00 B0 A10 A1 B10 B1 A08 A0 B08 B0 A18 A1 B18 B1 HDAC Modular Block HDAC Modular Block Figure 4-6 Connection Diagram NDA-24282 CHAPTER 4 Page 109 Revision 1.
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PA-16ELCDD (ELC) SWITCH SETTING SHEET MODULE PIMU-A SLOT NO. 04~12 15~23 SWITCH NAME MB SW0 CHAPTER 4 Page 110 Revision 1.0 SWITCH SHAPE ON ON 1 2 3 4 5 6 7 8 NDA-24282 REMARKS UP: Circuit card make busy. DOWN:Circuit card make idle.
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PA-16ELCH (16ELC) PA-16ELCH (16ELC) 1. Function This circuit card is a line circuit card that supports the interface of 16 circuits or 8 circuits of a 2W-Digital Terminal based on TCM transmission system (Time Compression Multiplex). This circuit card can be used as an 8-circuit voice/data digital line (8DLC Mode) and a 16-circuit voice only digital line circuit (16ELC Mode), and can be connected to any Dterm of the Dterm Series III. Differences in operations by mode are shown below.
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PA-16ELCH (16ELC) 2. Mounting Location/Condition The mounting locations of this circuit card and the conditions related to mounting are shown below. (a) When this circuit card is mounted in PIMA Mounting Module 00 01 Note: 02 03 PIMU-A 04 05 06 07 08 09 10 11 12 13 14 15 16 17 18 19 20 21 22 23 17 18 19 20 21 22 23 Indicates that the slots are a universal slot for line/trunk circuit cards.
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PA-16ELCH (16ELC) 3. Face Layout of Lamps, Switches, and Connectors The face layout of lamps, switches, and connectors of this circuit card is shown below. OPE MB PWR ALM BL15 BL0 SW0 4. Lamp Indications The contents of lamp indications of this circuit card are shown in the table below. LAMP NAME COLOR STATE Green Remains lit while on-line operations are normal. OFF Off when on-line operations are abnormal. Red Lights when more than one power supply circuit are abnormal.
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PA-16ELCH (16ELC) 5. Switch Settings Standard settings of various switches on this circuit card are shown in the table below. SWITCH NAME SW0 STANDARD SETTING SETTING 1 ON When APR-J/APA-J is not connected. Note 1 Note 2 OFF When APR-J/APA-J is connected. ON Setting of Speech Level: NEAX2400 IMS (HDS) Level. OFF Setting of Speech Level: NEAX2400 IMS (ICS) Level. 2 3 4 5 6 7 8 MB MEANING SWITCH NO. ON × Fixed in the system. × Single Port Mode. OFF ON OFF ON Dual Port Mode.
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PA-16ELCH (16ELC) SW0-7 ON OFF SW0-7 ON OFF Up to 16 circuits can be connected. Only voice is used. Up to 8 circuits can be connected. Simultaneous communications of voice and data (use of Data Adapter) can be utilized. Make this setting when using Data Adapter. Up to 16 circuits can be connected. Up to 8 circuits can be connected. Simultaneous communications of voice and Simultaneous communications of voice and data (use of APR-J/APA-J) cannot be serviced.
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PA-16ELCH (16ELC) 6. External Interface Accommodation of theLT connector leads of this circuit card and connecting route diagram are shown below. (a) LT Connector Lead Accommodation when this circuit card is mounted in PIMA • When the mode is 16ELC Mode/Single Port Mode.
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PA-16ELCH (16ELC) LT Connector Accommodation Accommodated in *3 LT0, 2, 4, 6, 8, 10 Connector LT1, 3, 5, 7, 9, 11 Connector 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 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 B8 B9 B10 B11 B12 B13 B14 B15 LT4 LT5 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 B0 B1 B2 B3 B4 B5 B6 B7 A0 A1 A2 A3 A4 A5 A6 A7 LT0 LT Connector Name Slot No.
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PA-16ELCH (16ELC) • When the mode is 8DLC Mode/Dual Port Mode.
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PA-16ELCH (16ELC) (b) LT Connector Lead Accommodation when this circuit card is mounted in PIMB • When the mode is 16ELC Mode and the APR-J/APA-J is used.
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PA-16ELCH (16ELC) LT Connector Accommodation Accommodated in *3 LT0, 2, 4, 7, 9 Connector 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 B0 B1 B2 B3 B4 B5 B6 B7 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 A0 A1 A2 A3 A4 A5 A6 A7 LT0 LT Connector Name Slot No.
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PA-16ELCH (16ELC) • When the mode is 8DLC Mode and the APR-J/APA-J is used.
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PA-16ELCH (16ELC) MDF NEAX2400 IMS A0 A0 B0 B0 ELC D Rosette Figure 4-9 Connecting Route Diagram CHAPTER 4 Page 122 Revision 1.
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PA-16ELCH (16ELC) Switch Setting Sheet MODULE PIMU-A SLOT NO. SWITCH NAME SW0 MB SWITCH SHAPE ON REMARKS 12 3 4 56 7 8 DOWN NDA-24282 Circuit card make idle. CHAPTER 4 Page 123 Revision 1.
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PA-16ELCJ (16ELC) PA-16ELCJ (16ELC) 1. Function This circuit card is a line circuit card which supports the interface of 16 circuits or eight circuits of a 2WDigital Terminal based on TCM transmission system (Time Compression Multiplex). This circuit card can be used as an eight-circuit voice/data digital line (8DLC Mode) and a 16-circuit voice only digital line circuit (16ELC Mode), and can be connected to any Dterm of the Dterm Series III. Differences in operations by mode are shown below. NO.
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PA-16ELCJ (16ELC) 2. Mounting Location/Condition The mounting locations of this circuit card and the conditions related to mounting are shown below. (a) When this circuit card is mounted in PIMJ Mounting Module 00 01 02 03 04 05 PIMU-A 06 07 08 09 10 11 12 13 14 15 16 17 18 19 20 21 22 23 16 17 18 19 20 21 22 23 Indicates universal slots for line/trunk circuit cards.
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PA-16ELCJ (16ELC) 3. Face Layout of Lamps, Switches, and Connectors The face layout of lamps and switches on this circuit card is shown below. OPE SW00 (MB) PALM BL15 BL0 SW01 4. Lamp Indications The contents of lamp indications of this circuit card are shown in the table below. LAMP NAME OPE PALM COLOR Green ~ Remains lit while on-line operations are normal. OFF Off when on-line operations are abnormal. Red Lights when more than one power supply circuit are abnormal.
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PA-16ELCJ (16ELC) 5. Switch Settings Standard settings of various switches on this circuit card are shown in the table below. SWITCH NAME SWITCH NO. SETTING 1 ON When APR-J/APA-J is not connected. Note 1 Note 2 OFF When APR-J/APA-J is connected. 2 3 4 SW01 5 6 7 8 SW00 (MB) ON STANDARD SETTING MEANING × Fixed ON × Fixed in the system. × Fixed in the system. OFF ON OFF ON OFF Dual Port Mode. ON × Fixed in the system. × Fixed in the system.
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PA-16ELCJ (16ELC) 6. External Interface Accommodation of the LT connector leads of this circuit card and connecting route diagram are shown below. (a) LT Connector Lead Accommodation when this circuit card is mounted in PIMJ • When the mode is 16ELC Mode/Single Port Mode. LT Connector Accommodation Accommodated in *1 Accommodated in *2 LT0, 2, 4, 6, 8, 10 Connector LT1, 3, 5, 7, 9, 11 Connector 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 LT0 LT Connector Name Slot No.
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PA-16ELCJ (16ELC) LT Connector Accommodation Accommodated in *3 LT0, 2, 4, 6, 8, 10 Connector LT1, 3, 5, 7, 9, 11 Connector 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 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 B8 B9 B10 B11 B12 B13 B14 B15 LT4 LT5 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 B0 B1 B2 B3 B4 B5 B6 B7 A0 A1 A2 A3 A4 A5 A6 A7 LT0 LT Connector Name Slot No.
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PA-16ELCJ (16ELC) • When the mode is 8DLC Mode/Dual Port Mode.
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PA-16ELCJ (16ELC) (b) LT Connector Lead Accommodation when this circuit card is mounted in PIMK • When the mode is 16ELC Mode and the APR-J/APA-J is used.
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PA-16ELCJ (16ELC) LT Connector Accommodation Accommodated in *3 LT0, 2, 4, 7, 9 Connector 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 B0 B1 B2 B3 B4 B5 B6 B7 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 A0 A1 A2 A3 A4 A5 A6 A7 LT0 LT Connector Name Slot No.
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PA-16ELCJ (16ELC) • When the mode is 8DLC Mode and the APR-J/APA-J is used.
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PA-16ELCJ (16ELC) MDF NEAX2400 ICS ELC A0 A0 B0 B0 D term Rosette Figure 4-11 Connecting Route Diagram Switch Setting Sheet MODULE PIM SLOT NO. SWITCH NAME SW01 MB CHAPTER 4 Page 134 Revision 1.0 SWITCH SHAPE ON REMARKS 12 3 4 56 7 8 DOWN NDA-24282 (E) Circuit card make busy cancel.
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PA-4DATA (4DAT) PA-4DATA (4DAT) 1. Function This circuit card is a trunk card which supports the announcement function for a maximum of four lines without external announcement equipment. A message for an announcement recorded in this circuit card can be rewritten in any way desired. TSW LC C.O. Line/Tie Line TRK DAT Position within the System 2. Mounting Location/Condition The mounting locations of this circuit card and the conditions related to mounting are shown below.
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PA-4DATA (4DAT) (b) When this circuit card is mounted in PIMB Mounting Module 00 01 02 03 04 PIMB 05 06 07 08 09 10 11 12 13 14 15 16 17 18 19 20 Indicates that the slots are a universal slot for line/trunk circuit cards. Note: 3. Face Layout of Lamps, Switches, and Connectors The face layout of lamps, switches, and connectors of this circuit card is shown below.
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PA-4DATA (4DAT) 4. Lamp Indications The contents of lamp indications of this circuit card are shown in the table below. COLOR OPE Green N-OPE Red BL4 Green Lights when the corresponding circuit (circuits No. 0 through No. 3) is busy. BL7 Flash Flashes while message recording is in progress on the correspond-circuit (circuits No. 0 through No. 3). BL0 Red Lights when the corresponding circuit (circuits No. 0 through No. 3) is busy. Flash Flashes when the corresponding circuit (circuits No.
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PA-4DATA (4DAT) 5. Switch Settings Standard settings of various switches on this circuit card are shown in the table below. SWITCH NAME SWITCH NO. MB (SW11) SETTING UP DOWN SW1 (for Circuit No. 0) SW2 (for Circuit No. 1) STANDARD SETTING MEANING Circuit card make busy. × Circuit card make idle. SETTING OF TIMER FOR EACH CIRCUIT 1 2 1 2 3 4 ON ON OFF ON ON OFF OFF ON OFF ON OFF OFF TIMER (MODE) 16-sec. mode 32-sec. mode 60-sec. mode SW3 (for Circuit No. 2) 3 Note 1: 16-sec.
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PA-4DATA (4DAT) SWITCH NAME SWITCH NO. SW6 1 2 3 4 MEANING ON One-time playback by Circuit No. 0. Note OFF Repeated playback by Circuit No. 0. ON One-time playback by Circuit No. 1. Note OFF Repeated playback by Circuit No. 1. ON One-time playback by Circuit No. 2. Note OFF Repeated playback by Circuit No. 2. ON One-time playback by Circuit No. 3. Note OFF Repeated playback by Circuit No. 3.
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PA-4DATA (4DAT) SWITCH NAME SWITCH NO. SW9 Note SW10 0 SETTING Set to E while the circuit card is in use as announcement equipment only. 0 Designation of Circuit No. 0. The timer is 16-sec. mode. 1 Designation of Circuit No. 1. The timer is 16-sec. mode. 2 Designation of Circuit No. 2. The timer is 16-sec. mode. 3 Designation of Circuit No. 3. The timer is 16-sec. mode. 4 Designation of Circuits No. 0 and No. 1. The timer is 32-sec. mode. 5 Designation of Circuits No. 2 and No. 3.
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PA-4DATA (4DAT) 6. External Interface Accommodation of theLT connector leads of this circuit card and connecting route diagram are shown below.
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PA-4DATA (4DAT) (b) LT Connector Lead Accommodation when this circuit card is mounted in PIMB LT Connector Accommodation Accommodated in *1 Accommodated in *2 Accommodated in *3 LT0, 2, 4, 6, 7, 9 Connector LT1, 3, 5, 8, 10 Connector LT1,3, 5, 8, 10 Connector 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 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 FM LT0 LT Connector Name Slot No.
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PA-4DATA (4DAT) Switch Setting Sheet MODULE PIM SLOT NO. SWITCH NAME SWITCH SHAPE REMARKS SW1 ON 12 3 4 ON 12 3 4 ON 12 3 4 ON 12 3 4 ON 12 3 4 SW2 SW3 SW4 SW5 SW6 SW7 ON 12 3 4 56 7 8 ON 12 3 4 SW8 ON SW9 SW10 ON 3 2 1 0 NDA-24282 (E) CHAPTER 4 Page 143 Revision 1.
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PA-4DATA (4DAT) Switch Setting Sheet (Continued) MODULE SLOT NO. SWITCH NAME SWITCH SHAPE SW12 MB CHAPTER 4 Page 144 Revision 1.0 REMARKS ON DOWN NDA-24282 (E) Circuit card make idle.
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PA-4DATB (DAT) PA-4DATB (DAT) 1. General Function The PA-4DATB (DAT) circuit card is used as a Digital Announcement Trunk supporting service features related to announcement functions such as Automated Attendant, Delay Announcement Attendant, Announcement Service (for Hotel System). Depending on the switch setting, this circuit card works in one of the following three modes.
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PA-4DATB (DAT) 2. Mounting Location/Condition The PA-4DATB (DAT) card can be mounted in any universal slot as shown below. Mounting Module 00 01 02 03 04 05 PIMU-A 06 Mounting Module 01 Note: CHAPTER 4 Page 146 Revision 1.0 08 09 10 11 12 13 14 15 16 17 18 19 20 21 22 23 16 17 18 19 20 21 22 23 Indicates universal slots for line/trunk circuit cards.
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PA-4DATB (DAT) 3. Face Layout of Lamps, Switches, and Connectors The face layout of lamps, switches, and connectors on this circuit card is shown below. OPE WR N-OPE MB SW5 SW3 SW6 ML7 SW1 ML0 3 2 1 0 SW7 SW2 MB RQ MRCS START JACK SW4 JP0 4. Lamp Indications The contents of lamp indications of this circuit card are shown in the table below. COLOR OPE Green N-OPE Red BL4 Green Lights when the corresponding circuit (No 0 through No. 3 circuits) is connected to a recording source.
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PA-4DATB (DAT) 5. Switch Settings Standard settings of switches on this circuit card are shown in the table below. SWITCH SWITCH NO. MB SETTING UP DOWN MB RQ 1-4 MEANING Circuit card make busy. × Circuit card make busy cancel. Make busy request on a channel basis (Channel Designation for Recording/Playback) ON OFF MRCS STANDARD SETTING × Make busy request cancel on a channel basis 0 SETTING OF RECORDING MODE 1 SWITCH NO. 2 0 1 2 3 4 5 6 3 4 5 6 MODE Channel 64-sec. mode 128-sec.
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PA-4DATB (DAT) SWITCH SWITCH NO. SETTING STANDARD SETTING MEANING SW5 SETTING OF ANNOUNCEMENT RECORDING/PLAYBACK TIME 1 2 3 4 SW6 1 2 3 4 5 SW5-1 SW5-2 RECORDING/PLAYBACK TIME OFF ON OFF ON OFF OFF 64-sec. Recording/Playback 128-sec. Recording/Playback 240-sec. Recording/Playback Note: Setting of Recording/Playback Timer should correspond to that of SW1-SW4.
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PA-4DATB (DAT) SWITCH NO. SWITCH SW7 1 2 SETTING STANDARD SETTING ON OFF MEANING Activation of RAM Test × ON Normal setting Port Microprocessor is reset when MBR key is ON. OFF × Port Microprocessor is not reset when MBR key is ON. 3 OFF × Not used 4 OFF × Not used WR UP DOWN START For recording from the phone jack × When starting recording from the phone jack or playback.
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PA-4DATB (DAT) 6. External Interface When this card is used as an external music-on-hold source, the following cable connection is required. Mounting Module PIMC Accommodated in *2 LT1, 3, 5, 7, 9, 11 Connector Accommodated in *1 LT0, 2, 4, 6, 8, 10 Connector 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 E 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 FM LT0 LT Connector Name Slot No.
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PA-4DATB (DAT) Mounting Module PIME Accommodated in *1 LT0, 2, 4, 6, 8, 10, 12, 14 Connector 26 1 27 2 28 3 29 4 30 5 31 6 32 7 33 8 E FM 34 9 35 10 36 11 37 12 38 13 39 14 40 15 41 16 42 17 43 18 44 19 45 20 46 21 47 22 48 23 49 24 50 25 LT0 Slot No.
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PA-4DATB (DAT) 7. Reference How to Record a Message • SWITCH Prior to your recording, set switches on the DAT card according to the following example. SETTING DESCRIPTION SW1 Timer Value for Channel 0-3: 240 sec. SW4 SW5 Circuit Card Timer: 60 sec.
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PA-4DATB (DAT) How to Play Back the Recorded Message • Playback from a telephone set • Set the related switches on the PA-4DATB (DAT) card. • Seize a specific channel by “Individual Trunk Access”. • Hear the recorded message. • Playback from the phone jack on PA-4DATB (DAT) card. • Connect a earphone to the phone jack on the PA-4DATB (DAT) card. • Select your desired channel (0~3) by the MRCS switch. • Turn the START key upwards. • Hear the recorded message. CHAPTER 4 Page 154 Revision 1.
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PA-4DTLA (4DTL) PA-4DTLA (4DTL) 1. Function This circuit card is a trunk/line card that interfaces the NEAX2400 to four Data Modules. NEAX2400IMS Dterm /Data Adapter Navigator MIS DM Host MDF MDF 4 D T L A Data Terminal Equipment (DTE) 16 E L C Navigator Remote Terminal 2. Mounting Location/Condition The mounting locations of this circuit card and the conditions related to mounting are shown below.
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PA-4DTLA (4DTL) (b) When this circuit card is mounted in PIMB Mounting Module 00 01 Note: 02 03 PIMB 04 05 06 07 08 09 10 11 12 13 14 15 16 17 18 19 20 21 22 Indicates that the slots are a universal slot for line/trunk circuit cards. 3. Face Layout of Lamps, Switches, and Connectors The face layout of lamps, switches, and connectors of this circuit card is shown below. RFBS ECSL OPE N-OPE SFBS MB RSBS BL3 BL2 BL1 BL0 SW1 SW0 Side View CHAPTER 4 Page 156 Revision 1.
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PA-4DTLA (4DTL) 4. Lamp Indications The contents of lamp indications of this circuit card are shown in the table below. LAMP NAME COLOR Status OPE Green ON The Port Microprocessor is operating normally. N-OPE Red ON The Port Microprocessor is not operating due to MB switch or software. ON The circuit is in use. BL0 ~ Red BL3 Blinking (1/sec.) STATE The circuit is out of service due to switch setting or software. 5.
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PA-4DTLA (4DTL) 6. External Interface Accommodation of the LT connector leads of this circuit card and connecting route diagram are shown below.
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PA-4DTLA (4DTL) LT Connector Accommodation Accommodated in *3 LT1, 3, 5, 7, 9, 11 Connector 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 LT0 LT Connector Name Slot No.
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PA-4DTLA (4DTL) (b) LT Connector Lead Accommodation when this circuit card is mounted in PIMB LT Connector Accommodation Accommodated in *1 Accommodated in *2 LT0, 2, 4, 6, 8, 10 Connector LT1, 3, 5, 7, 9, 11 Connector 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 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 Connector Name Slot No.
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PA-4DTLA (4DTL) LT Connector Accommodation Accommodated in *3 LT1, 3, 5, 7, 9, 11 Connector 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 LT0 LT Connector Name Slot No.
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PA-4DTLA (4DTL) MDF NEAX2400 IMS G B00 4DTL CHAPTER 4 Page 162 Revision 1.
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PA-CC98 (ETHER) PA-CC98 (ETHER) Ethernet Controller 1. Functional Outline In the NEAX2400 ICS OAI System, this circuit card supports the functions for interface between the CPU (IP) circuit card and the external computer. If circuit card type, this circuit card is directly connected with the CPU card (PA-CP53). If module type, being paired with PA-GT (MBB) card, it connects the Interface Processor (IP) and the User Application Processor (UAP) through a LAN. CPU (No.
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PA-CC98 (ETHER) 2. Circuit Card Mounting Locations/Conditions The mounting locations and conditions of this circuit card are shown below. (a) In the case of circuit card type • When mounting in the PIMU-A Mounting Module 00 01 02 03 04 05 PIMU-A 06 08 09 10 11 12 13 14 15 16 17 18 19 20 21 22 23 15 16 17 18 19 20 21 22 23 Indicates the mounting locations of this circuit card.
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PA-CC98 (ETHER) (a) In the case of module type Mounting Module 00 01 02 03 04 05 APM 06 07 08 09 10 11 12 13 14 15 16 17 18 19 20 21 22 23 PA-CC98 3. Locations of Lamps, Switches, and Connectors The locations of lamps, switches, and connectors equipped on this circuit card are shown below. SW0 OPE SW1 ERR S1 S2 S3 FUSE SW2 LAN BUS NDA-24282 (E) CHAPTER 4 Page 165 Revision 1.
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PA-CC98 (ETHER) 4. Lamp Indications The meaning of indication of each lamp on this circuit card is shown below.
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PA-CC98 (ETHER) SWITCH SW0 ON DIP SW No.
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PA-CC98 (ETHER) DIP SW No. SWITCH SW1 (Continued) SETTING 4 DEFAULT SETTING MEANING ON Sets 0, corresponding to bit 11 of MAC address OFF Sets 1, corresponding to bit 11 of MAC address 5 ON × Fixed 6 ON × Fixed 7 ON × Fixed 8 ON × Fixed [Reference] Relation between the value of 4 Bits and Switch Setting Setting of MAC address On LAN and TCP/IP, this circuit card can have the following addresses and ports.
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PA-CC98 (ETHER) MODULE SLOT SWITCH SW0 SW1 SWITCH SHAPE ON ON REMARKS 123 45678 1 2 3 4 5 6 7 8 Fixed for the system SW2 0 NDA-24282 (E) CHAPTER 4 Page 169 Revision 1.
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PA-GT16 (MBB) PA-GT16 (MBB) Memory Bus Buffer 1. Functional Outline This circuit card is used in the OAI module type for the NEAX2400 IMX and ICS OAI System. It is a circuit card which repeats the memory bus on PA-CP54 (CPU) card side to ETHER (Ethernet Interface) gate card. CPU (No.0 Sys) CPU (No.1 Sys) (PA-CP54) (PA-CP54) Memory Bus (No.0 System) Memory Bus (No.1 System) MBB ETHER (PA-GT16) (PA-CC98) Ethernet ALMC (PA-AL16) Position within the system 2.
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PA-GT16 (MBB) 3. Locations of Lamps, Switches, and Connectors The locations of lamps, switches, and connectors equipped on this circuit card are shown below. SW0 OPE MB LAN ALM MBRQ SEG BUS 4. Lamp Indications The meaning of indication of each lamp on this circuit card is shown below.
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PA-GT16 (MBB) 5. Switch Setting Each switch setting on this circuit card and its meaning are shown below. SWITCH DIP SW No.
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PA-GT16 (MBB) Switch Setting Table MODULE NAME SLOT SW NAME SWITCH SHAPE ON MB UP: Circuit card make-busy DOWN: Circuit card make-busy cancel (Circuit card in operating status) ON MBRQ APM REMARKS 12 Fixed SEG SW0 F ON 123 45678 NDA-24282 (E) CHAPTER 4 Page 173 Revision 1.
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This page is for your notes. CHAPTER 4 Page 174 Revision 1.
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CHAPTER 5 OFFICE DATA DESIGN 1. GENERAL This chapter explains the office data design for the ACD in the IMX system. 2. BASIC OFFICE DATA ASSIGNMENT This section explains how to assign the basic office data. Items covered in this section include the following: 2.1 Back-Up UCD 2.2 ACD In a Fusion Network Data Assignment NDA-24282 (E) CHAPTER 5 Page 175 Revision 1.
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OFFICE DATA DESIGN 2.1 BACK-UP UCD When a system provides the back-up UCD group, ACD calls will be routed to the back-up UCD group if ACD system is corrupted.
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OFFICE DATA DESIGN Design of UCD station Assign the ACD positions in the self-node as UCD controlling station at each node. By this programming, ACD incoming calls terminated to the trunk in the self-node can be distributed to the UCD group member in the selfnode even when link down or the remote system down is occurred. When there is no ACD positions in the node, the back-up UCD group may be organized by the non-ACD position.
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OFFICE DATA DESIGN • Pattern 2 when a back-up UCD group is formed by ACD positions in multiple nodes. When ACD positions in multiple nodes belong to an ACD split, assign back-up UCD group for the split to divide into two groups and assign the UCD controlling station number to ACD positions in the self-node and the remote node. Node A (provides ACDP) NEC ACD incoming call Public Network Node B ICT ACD incoming call NEC ICT Public Network UCD Distribution OK ..... .....
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OFFICE DATA DESIGN When a UCD group is organized by ACD positions in multiple nodes, ACD incoming calls cannot be distributed to ACD positions in the node where UCD controlling station is not accommodated when the link connecting the nodes is down. ACD incoming calls terminated at the trunk in Node B are distributed to UCD group members in Node B. Node A (provides ACDP) NEC Public Network Node B LINK DOWN ICT ACD incoming call NEC ICT ..... .....
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OFFICE DATA DESIGN Step 1: Note: ASHU (Station Hunting - UCD)/ASHUN (for Fusion) Assign UCD group data ASHU command data and ASHUN command data cannot be used in a system. Step 2: CHAPTER 5 Page 180 Revision 1.0 AMNO (Monitored Number)/AMNON (for Fusion) • Assign “1” on a parameter UCD. • Assign the control station number of the back-up UCD per Monitored number.
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OFFICE DATA DESIGN 2.2 ACD IN A FUSION NETWORK DATA ASSIGNMENT This section provides general information about ACD in an Fusion Network and also, network establishment conditions, data programming. For the function differences, this information is classified into the following two functions. Function 1 - ACD agents in a node providing ACDP can answer the ACD incoming calls via access to ACD trunks in the remote node. This is called “ACD Trunk for Fusion” in this manual.
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OFFICE DATA DESIGN 2 ACD Command Data (See Chapter 7, “PBX and ACD Command Programming” for details of each command.) Data Description Notice ACDANA Telephone number (monitor number = pilot number) should be set in AMNON before this command. ACDCCV Telephone number is programmed when the transferred destination is a station. ACDIVR Telephone number is programmed for Access number to IVR. ACDLOG Telephone number is programmed in Personal Assist and Personal Emergency.
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OFFICE DATA DESIGN 3. The following operation codes (OP-CODE) are not available for OAI system when OAI and ACD system are used together in the same Fusion Network. See AOKC command in Chapter 7 for details. MSF (F-KIND=1): OP-CODE=185~191 TMF (F-KIND=2): OP-CODE=248~255 4. Proper number of connection trunks must be prepared to prevent the traffic congestion. If all connection trunks are busy, ACD call distribution is not available. If such a situation occurs, program the CCV step as shown below.
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OFFICE DATA DESIGN 2.2.1 ACD TRUNK IN A FUSION NETWORK General Information To use the ACD services in a Fusion Network, any ACD calls can be picked up from ACD positions in a node providing ACDP using ACD trunk in the remote node. Note: ACD calls terminated at the trunk in the remote node can be handled by ACD positions in any node (irrespective of the self or remote node, or providing ACDP or not.) since the PBX software Series 7300.
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OFFICE DATA DESIGN Data Programming Step 1: ASYDL - ACD for Fusion Network. This data must be set for all nodes to be provided ACD service. SYS1, INDEX512: FPC number of the self-node (1-253) *SYS1, INDEX865: FPC of the node providing IP. (When IVR is used, this data is necessary) *SYS1, INDEX866: FPC of the node providing built-in ACDP. Note 1: The same value (FPC) must be set to these indexes. Note 2: Assign 0 for the node using ACD service in the self node only.
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OFFICE DATA DESIGN 2.2.2 MULTIPLE ACDPS IN A FUSION NETWORK General Information This feature allows multiple ACDPs in a Fusion Network. Since Series 7400 software, establishing the CCIS line is not necessary to use ACD function through the network. The network user can transfer ACD calls to the remote node with an FCCS line and fusion service can be used by establishing a Fusion Network.
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OFFICE DATA DESIGN Service Conditions 1. ACDP can be accommodated in all fusion nodes. 2. The maximum number of Status Monitoring Requests to a terminal (including Trunk) is decided by the system data (maximum of eight ports available including ACDP, UAP*). Note that the normal operation is not guaranteed if Status Monitoring is requested to a terminal from more than the number of ports (for example, the case DID Trunk is managed by more than the designated number of ACDPs).
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OFFICE DATA DESIGN 6. When Multiple ACDPs are used in a Fusion Network that accommodates the IMX-U system, consider the following conditions when programming data. (a) IMX-U system where the agent positions are accommodated in a Local Node of the system. In the IMX-U system, data programming for “ACD Trunk for Fusion” must be programmed at the node that has ACDP (“ACDP1” in the figure below). Program so that another ACDP (“ACDP2” in the figure below) can be used for “AGENT ANYWHERE”.
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OFFICE DATA DESIGN Network Configurations: The following are examples of ACD system configuration in a Fusion Network where single ACDP is provided and in a network where multiple ACDPs are provided. The following examples show how to change a network with a single ACDP into a network with multiple ACDPs. For settings, see “Data Programming” in this section.
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OFFICE DATA DESIGN The followings are some example configurations of network providing multiple ACDPs. In this network, ACD incoming calls in a node can be terminated to any nodes depending on the setting. And also, call transfer is available for each other. PBX ACDP 1. System using “ACD Trunk in a Fusion Network” 2. Systems using “ACD Trunk in a Fusion Network” (non-ACD system + ACD stand-alone system + System using “Agent Anywhere”) 3.
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OFFICE DATA DESIGN Data Programming This section shows data programming divided into the types of ACD system in the figure below. The following shows the network configuration of ACD system in a Fusion Network. LEGEND I PBX1 PBX2 ACDP II PBX3 PBX4 ACDP III PBX5 NCN PBX6 ACDP IV Fusion Network Type I: Non-ACD system (as an example for comparing with the other systems) ACD calls may be transferred to this system from other ACD systems via the data programming of PBX3.
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OFFICE DATA DESIGN 1. The following is a quick reference of optional software and data programming for each ACD system type.
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OFFICE DATA DESIGN Type and Node I II III IV ACD PBX1 PBX2 PBX3 PBX4 PBX5 PBX6 Software and Data Programming 15 Number of ports for SMFN (terminal) Note 8 Note 8 Note 8 Note 8 Note 8 0 (ASYDL: SYS1, INDEX864, b4~5) 16 FPC no. of Center Node providing VNDM Note 9 Note 9 Note 9 Note 9 Note 9 Note 9 (ASYDN: SYS1, INDEX533) 17 ACD data (See item (2) in this section) : Item 1 is ACD FD4 included with Generic Software. Items 2, 3 and 4 are provided on the Configuration FD. : Node requires ACD data programming.
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OFFICE DATA DESIGN 3. Some notices for PBX commands data programming are described below. See Figure “Network Configuration of ACD systems” for network configuration of ACD systems.
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OFFICE DATA DESIGN - Software to be installed • Software install for VNDM function (Basic ACD Option Service software, APL-0809: Series 7400 or later release) • Software install for “AGENT ANYWHERE” (APL-0734: Series 7300 or later release) - Data Programming • FPC number of Center Node providing VNDM (ASYDN: SYS1, INDEX533) • “AGENT ANYWHERE” is in service/out of service (ASYDL: SYS1, INDEX864, b2) • “MULTIPLE ACDPs in a Fusion Network” is in service/out of service (ASYDL: SYS1, INDEX864, b3) (c) ACD incom
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OFFICE DATA DESIGN - Data Programming • SCF Return Error Detail Notification (ASYD: SYS1, INDEX241, b3=1) (*) • ACD data programming (see ACDCCV command data in item 4) (*) (g) LCD display is not operated normally on ACD agent positions.
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OFFICE DATA DESIGN Table 5-2 ACD SERVICE LIST (Continued) FEATURE CODE SERVICE NAME C-191A Call Recover - ACD C-199A Connection Displays - ACD D-133A Do Not Disturb - Split - ACD E-6A Emergency/Recorder - ACD F-10A Function Groups (Splits) - ACD F-25A Flexible ID Codes - ACD H-20A Holiday Scheduling - ACD H-31A Hot Split - ACD I-99A Infolink Data Messages - ACD L-19A Logon/Logoff Position - ACD L-48A Language Default - ACD L-92A Logoff Warning - ACD M-28A Monitoring - ACD Supervis
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OFFICE DATA DESIGN Table 5-2 ACD SERVICE LIST (Continued) FEATURE CODE SERVICE NAME T-50A Time of Day/Week Routing - ACD T-51A Tally-Oh Codes - ACD T-85A Tally Required - ACD W-5A Work Mode - ACD W-6A Work Mode Time Limit - ACD Z-1A Zip Tone - ACD CHAPTER 5 Page 198 Revision 1.
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ABANDONED CALL SEARCH - ACD A-31A ABANDONED CALL SEARCH - ACD GENERAL DESCRIPTION This feature prohibits abandoned incoming calls from being connected to agent/supervisory positions. Any trunk call disconnected during ringback tone is considered an abandoned call and is automatically removed from all queues. Trunk calls disconnecting after the first announcement must provide disconnect supervision to be classified as an abandoned call and to be removed from all queues.
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ASSISTANCE - ACD AGENT - ACD A-34A ASSISTANCE - ACD AGENT - ACD GENERAL DESCRIPTION This feature allows an agent to call a supervisor for assistance. Activation of this feature, using the ASSIST key during an ACD call, automatically places the active call on hold and places an assistance call to a preprogrammed number. This number can be a PBX line for the supervisor.
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ASSISTANCE - ACD AGENT - ACD Queuing of Assistance Requests: Valid since the PBX software Series 7400 and the ACD software R1. See Multiple Supervisor Groups (Splits) - ACD [M-79A] for details. 1. Assistance requests may be routed to a split of supervisors or an individual supervisor. If to a split of supervisors, multiple assistance requests can be queued. All the features which apply to CALL TRANSFER TO SPLIT QUEUE [C-67] also apply to assistance requests to a split of supervisors. 2.
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AUTOMATIC ANSWER - ACD A-35A AUTOMATIC ANSWER - ACD GENERAL DESCRIPTION This feature gives an agent the ability to determine whether calls should be automatically connected to the headset or handset, or manually answered after ringing. When in Automatic Answer mode, calls are announced using a special tone signal called Zip Tone. All normal calls are preceded by a single burst of tone. Calls which may require special handling (forwarded or overflow calls) are preceded by two bursts of tone.
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AUTOMATIC ANSWER - ACD Step 7: The answer mode change can be operated at any time a position is occupied. AUTO ANSWER parameter in ACDSPL determines the default setting for this feature for a particular split each time an agent or supervisor logs in. Step 8: Agents can be restricted from changing their answer mode by not assigning an AUTO/MAN key to the agent position. In that case, the split default will remain in effect.
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AVAILABILITY - ACD POSITION - ACD A-37A AVAILABILITY - ACD POSITION - ACD GENERAL DESCRIPTION After-Call Availability allows a split to be assigned to either Automatic-Available mode or Automatic-Work mode. This is referred to as the after-call work mode. In Automatic-Available mode, a position becomes available to receive new ACD calls immediately upon disconnecting from the previous call. In Automatic-Work mode, a position is unavailable to receive ACD calls after disconnecting from the previous call.
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AVAILABILITY - ACD POSITION - ACD SERVICE CONDITIONS Step 1: The after-call mode can be operated whenever a position is occupied. Step 2: When a position is forced into the Automatic-Work mode immediately after an agent or supervisor logs on, the WORK key must be pressed to begin receiving ACD calls. When the first and all subsequent ACD calls are received, a split parameter will automatically set the appropriate after-call mode for the position.
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ANNOUNCEMENTS - ACD A-80A ANNOUNCEMENTS - ACD GENERAL DESCRIPTION Other variable length announcements (4-60 seconds/2-120 seconds/1-240 seconds using NECi SPA-4DATC Announcement Trunk Card) are provided for ACD callers by customer-provided announcement hardware using digital announcement trunk circuits or certain analog trunk circuits. Announcements are designed to be heard for one complete cycle from the beginning of the message.
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ANNOUNCEMENTS - ACD Step 9: In a single connection, one ACD incoming call is connected to one channel of Digital Announcement Trunks. PROGRAMMING Step 1: AADT/AADTN Step 2: ACDCCV NDA-24282 (E) CHAPTER 5 Page 207 Revision 1.
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AGENT PERSONAL QUEUE - ACD A-85A AGENT PERSONAL QUEUE - ACD GENERAL DESCRIPTION Incoming ACD calls wait in queues until an agent is available to take the call. There are two types of queue for waiting callers, Split Queues and Agent Personal Queues. When a call is waiting in a split queue, the next agent who becomes available in the entire split will be assigned the longest waiting call. When a call is waiting in an Agent Personal Queue, it can only be assigned to a single agent.
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AGENT PERSONAL QUEUE - ACD OPERATING PROCEDURE The agent is handling an ACD call or is in Work mode, when a non-emergency/non-assist call to the agent’s personal pilot number is received: 1. The call is queued to the agent’s personal queue. 2. The agent’s display shows PERS. QUEUE: 1, which indicates that a single call (in this example) is in the agent’s personal queue. 3. The LOGON lamp, functioning as the call waiting lamp for the personal queue, begins flashing.
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AGENT PERSONAL QUEUE - ACD PROGRAMMING Step 1: AIGNN - Assign telephone number for NDM. Step 2: AMNON - Assign the pilot number (monitor number) for an individual call.
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AUTO WORK MODE FOR PBX CALLS - ACD A-86A AUTO WORK MODE FOR PBX CALLS - ACD GENERAL DESCRIPTION All the agents, within a split, can automatically be placed in Work mode when handling a call on a PBX line. Incoming and outgoing PBX calls are treated separately. When this feature is applied to incoming PBX calls, an agent will be automatically placed in Work mode upon receiving an incoming PBX call.
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ANALOG ACD POSITION - ACD A-91A ANALOG ACD POSITION - ACD GENERAL DESCRIPTION This feature extends the functionality of ACD features to users operating analog station equipment.
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ANALOG ACD POSITION - ACD PROGRAMMING Step 1: AMNON - Assign the Access Codes used in ACDANA N_MNO: pilot number (monitor number) Maximum 5 digits N_NMI: number monitored Index (1-4095) Step 2: ACDANA ACC: Access code (Maximum 5 digits) assigned in AMNON.
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ALTERNATE NIGHT CCV - ACD A-93A ALTERNATE NIGHT CCV - ACD GENERAL DESCRIPTION Alternate Night CCV provides custom routing on a per Pilot Number basis for incoming ACD calls which encounter splits in the night mode. This feature is activated only when a split is in night mode. Consequently, if a split is in Call Forward mode the Alternate Night CCV assigned to the Pilot Number will not be checked. Several incoming Pilot Numbers can be directed to a common split for answering of calls during the daytime.
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AGENT ANYWHERE - ACD A-133A AGENT ANYWHERE - ACD GENERAL DESCRIPTION This feature is used in the fusion network. This feature allows the ACD agent position to be installed in any fusion node irrespective of the node having the ACDP. (Those ACD agent positions in multiple nodes are controlled by one ACDP). By using this feature, the ACD call terminated at the trunk in the self node can be handled by ACD agent positions in the self node. A split can consist of ACD positions belonging to multiple nodes.
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AGENT ANYWHERE - ACD PROGRAMMING ASYDL SYS1, INDEX864: SYS1, INDEX512: SYS1, INDEX866: ASYDN SYS1, INDEX533: CHAPTER 5 Page 216 Revision 1.0 Internal ACDP is provided (ACD node only) FPC number of the self-node (I-253) FPC number of the node that accommodates the ACDP (1-253) FPC number of the node that has the standard VNDM (1-253) (assign the FPC number of the node providing ACDP).
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BREAK MODE - ACD B-20A BREAK MODE - ACD GENERAL DESCRIPTION This feature allows an agent to take their position out of the queue without logging off or entering AutomaticWork mode. This feature is useful if the agent will be away from the position for a short time, such as for lunch, a coffee break, etc. Since the agent does not log off when using BREAK MODE, no other agent may log onto this position. The user can select, for each split, a single break type or nine break types.
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BREAK MODE - ACD SERVICE CONDITIONS 1. Logging off is permitted while in Break Mode, by pressing the LOGON key. The after-call mode may be toggled while on break and set to either Automatic-Work or Automatic-Available. 2. When Break Mode is set at a position, incoming ACD calls are not allowed to terminate to the position. 3. Non-ACD calls can be originated from or terminated to a position, while the position is in Break Mode. 4.
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BAD CALL NOTIFICATIONS - ACD B-21A BAD CALL NOTIFICATIONS - ACD GENERAL DESCRIPTION Bad Call Notifications are printed on the PBX system’s MAT printer when they occur. Even though the name indicates that some serious error has occurred there are several “Bad Call Notifications” which are for informational purposes only and do not really indicate an error situation.
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CALL DISTRIBUTION TO AGENTS - ACD C-35A CALL DISTRIBUTION TO AGENTS - ACD GENERAL DESCRIPTION ACD calls are automatically distributed among the agents in a split such that when an agent becomes available the longest waiting call with the highest priority in the queue is assigned to that agent. Refer to Priority Queuing - ACD [P-21A] and Queuing - ACD [Q-1A] for additional information.
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CALL DISTRIBUTION TO AGENTS - ACD OPERATING PROCEDURE No agents available: 1. An incoming ACD call is queued. 2. An agent becomes available. 3. The longest waiting ACD call in the queue with the highest priority is assigned to that agent. Agents available: 1. There are no incoming ACD calls. 2. Agents are queued as they become available. 3. An incoming ACD call arrives. 4.
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CALL TRANSFER TO SPLIT QUEUE - ACD C-67A CALL TRANSFER TO SPLIT QUEUE - ACD GENERAL DESCRIPTION This feature allows calls to be transferred by agents or supervisors, PBX station users, or attendants to splits in the ACD system. The transferred call will be connected to an available agent or the call will be queued, if agents are not available.
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CALL TRANSFER TO SPLIT QUEUE - ACD From an attendant console: 1. The attendant transfers the calling party to the ACD by dialing a pilot number. 2. RBT is provided to the attendant. At this point the attendant may either complete or cancel the transfer. If the attendant completes the transfer, the transferred party will begin processing the CCV, including all announcements. Note that except for transfers across CCIS, no CCV processing is done while the attendant listens to RBT.
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CALL WAITING INDICATION - LCD DISPLAY/CW LAMP - ACD C-68A CALL WAITING INDICATION - LCD DISPLAY/CW LAMP - ACD GENERAL DESCRIPTION This feature provides visual indication of a split’s current queue depth by the use of the CW lamp (Call Waiting) and the position’s display. The CW lamp is always operative but can only provide an approximate indication of the queue depth. The position’s display can show the current queue depth precisely but the display is provided periodically as the agent processes calls.
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CALLING PARTY IDENTIFICATION - ACD C-70A CALLING PARTY IDENTIFICATION - ACD GENERAL DESCRIPTION This feature allows calling party information to be displayed on the LCD of the Dterm when an incoming call is assigned to an ACD agent. The format of the calling party information follows: 1. Incoming Trunk and Circuit Information: A unique twenty-character name for an incoming trunk group along with the trunk circuit number within the group can be displayed.
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CALLING PARTY IDENTIFICATION - ACD 7. If an incoming ACD call enters the system through a pilot number and the receiving agent uses a pilot number to transfer the call to an agent in another split, the transferred call will be identified by the ID associated with the latter pilot number. If an ID is not associated with the latter pilot number, the call will be identified by the ID associated with the original pilot number.
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CALL CONTROL VECTOR - ACD C-108A CALL CONTROL VECTOR - ACD GENERAL DESCRIPTION A Call Control Vector (CCV) is a series of steps that describe how an incoming ACD call is to be handled. A CCV can consist of a maximum of 20 steps. Each step of a CCV is an instruction for handling the call at a specific time. The steps may be programmed in any sequence (see Service Condition #1) and will be processed in order until an agent answers the call.
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CALL CONTROL VECTOR - ACD A list of the available CCV instructions and their associated variables follows. 1. QUEUE TO SPLIT #n This instruction directs a call to the specified split. The calling party will be connected to an agent within the split, if an agent is available. If an agent is not available to accept the call, the call will be placed in a queue of calls waiting to be serviced by an agent at a priority level determined by the Pilot Number dialed.
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CALL CONTROL VECTOR - ACD c. No Calls Accepted The split will not accept any call that is directed to the split by a Conditional Queue to Split instruction. The split will only accept calls that are presented through a Queue to Split instruction. A call can only be queued to four splits, simultaneously.
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CALL CONTROL VECTOR - ACD 6. ANNOUNCEMENT #n This instruction connects the caller to the beginning of the specified announcement. Incoming callers with held parties cannot be connected to an announcement, although this will not affect their CCV processing. An announcement may be used in any CCV and announcements can be shared among splits.
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CALL CONTROL VECTOR - ACD 11. NEW PRIORITY #n This instruction is used to change the current priority associated with a call to a different priority in all the splits to which the call is currently queued. The priority that is specified in the instruction can be either higher or lower than the present priority. The variable associated with the instruction is a priority.
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CALL CONTROL VECTOR - ACD Imagine this small CCV example: 3. Queue to 1. this is the regular split queue 4. ETA Greater 120 5. Goto CCV step 8. 6. Queue to 3. this could be the standard overflow split 7. === End === 8. Queue to 9. === End === 4. this could be the message center split If a caller is queued to Split 1 and finds that his ETA for that split is greater than 120 seconds (2 minutes) then the call will goto Step 8 and will queue to Split 4, the message center.
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CALL CONTROL VECTOR - ACD 19. END This instruction terminates the processing of the CCV. The call remains in any queue or queues in which it currently resides, and the caller will be connected to an agent when one is available. The call processing in a CCV will terminate, without an End instruction, when the entire twenty steps of the CCV have been executed. If the CCV has fewer than 20 instructions, the steps without instructions are treated as Blank instructions.
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CALL CONTROL VECTOR - ACD j. A maximum of 1000 abbreviated codes can be assigned for the ACD. k. For selecting external routes, LCR can be used. l. When an overflow has encountered all external trunks busy, it may be retried with a Goto instruction. m. When an overflow has encountered all senders busy, it may be retried with a Goto instruction. n.
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CALL WAITING LAMP WITH CHIME - ACD C-110A CALL WAITING LAMP WITH CHIME - ACD GENERAL DESCRIPTION An optional chime is available, on a split-wide basis, as a companion audio signal to the visual signals offered by the CW lamp (Call Waiting). The CW lamp can be programmed to light or flash when a given quantity of calls reside in a split queue. There are separate thresholds for lighting the lamp and for flashing the lamp.
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CALL FORWARDING - SPLIT - ACD C-127A CALL FORWARDING - SPLIT - ACD GENERAL DESCRIPTION This feature provides alternate routing for calls destined for a particular split. When split call forwarding is in effect and a call attempts to queue for that split, the call is routed to a pilot number instead of being queued. At this point, the call is handled by the Call Control Vector (CCV) associated with the new pilot number. OPERATING PROCEDURE 1.
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CALL FORWARDING - SPLIT - ACD Step 2: ACDPLT - Designated the CCV for alternate route Step 3: ARRC - Release the route restriction between the ACD line and the tie line. NDA-24282 (E) CHAPTER 5 Page 237 Revision 1.
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CALL RECOVER - ACD C-191A CALL RECOVER - ACD GENERAL DESCRIPTION The call recover feature allows an ACD call to ring at an ACD position for a preprogrammed length of time and if unanswered the call will be directed to another available agent or replaced in all of the queues it was originally in at the highest possible priority. If the call is requeued it will be the highest possible priority and will be answered by the next available agent. OPERATING PROCEDURE 1.
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CONNECTION DISPLAYS - ACD C-199A CONNECTION DISPLAYS - ACD GENERAL DESCRIPTION This feature allows each agent to specify the exact sequence of displays to be delivered to the LCD display at the time of an incoming ACD call connection. There are several displays available providing a variety of information pertaining to the call being connected. Different styles of operation give rise to different needs regarding what information is presented first.
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CONNECTION DISPLAYS - ACD Connection Display Tally-Oh Codes Code Format Description 021 021DS# -or- 021DDS# Setup the display sequence and timing for the current agent. D = single-digit display code (3 thru 9) DD = double-digit display code (10 thru 29) S = number of seconds to display (3 thru 9 seconds, or 0 for permanent display) The DS or DDS pairs may be repeated up to 5 times, the ‘#’ digit must follow the final entry.
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CONNECTION DISPLAYS - ACD SERVICE CONDITIONS 1. Connect displays are saved after logoff for each agent unless the agent is using a Personal Emergency Supervisor. Those agents using Personal Emergency Supervisor must setup their connection displays each time after logging onto the ACD system. 2. A maximum of five displays may be setup with each display being from three to nine seconds. 3. A permanent display (time code of zero seconds) must be the last display in the setup string.
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DO NOT DISTURB - SPLIT - ACD D-133A DO NOT DISTURB - SPLIT - ACD GENERAL DESCRIPTION The Do Not Disturb feature disables queuing when there are no agents logged onto the split. When the last agent logs off the split will be automatically placed in the Do Not Disturb mode. Although similar to Night Mode in some respects this feature does not activate the NIGHT lamp. Incoming calls cannot queue to this split as long as it is in the Do Not Disturb mode.
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DO NOT DISTURB - SPLIT - ACD 7. The processing of this CCV will continue from Step 6 in a normal fashion, with all Pause and Announcement steps processed. 8. The first agent logs onto Split 5 and is in Work mode. A call to an ACD pilot number now enters the same CCV. The call will queue to Split 5 even though the agent is not yet available. The caller will also perform the pause from Step 2 and hear announcement 3 assuming the agent is not available.
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EMERGENCY/RECORDER - ACD E-6A EMERGENCY/RECORDER - ACD GENERAL DESCRIPTION In an emergency, this feature allows a conversation between an agent and an incoming ACD caller to be recorded, using a customer-provided recording device, and simultaneously permits a monitor connection between the ACD call and a supervisor. Activation of this feature, while on an ACD call, automatically places a call to a pre-programmed number.
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EMERGENCY/RECORDER - ACD Note: When the supervisor presses the MON/BARGE key, BARGE? is displayed. By pressing 1# a three-way conference is established. SERVICE CONDITIONS 1. This service requires the three-conference trunk. 2. During an emergency, either the agent or the supervisor can display the identification of the original ACD call and the queue depth by pressing the LOGON key. Refer to Calling Party Identification - ACD [C-70A] for additional information. 3.
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EMERGENCY/RECORDER - ACD 14. The emergency call is still routed to the supervisor even if the recording equipment is not available. The recording equipment must be idle at the beginning of the emergency call. The recording equipment will not be connected in the middle of the emergency call if the equipment was busy at the beginning of the emergency call and then subsequently became idle.
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EMERGENCY/RECORDER - ACD Step 4: AADTN - Assign the related data of recording machine. TYPE: 2 (Recording Trunk) NO.: 1~5 RT: Route number for recording machine TK: Trunk number for recording machine Step 5: MBTK - Make the interface trunk (COT) idle. Step 6: ARRC - Release the route restriction between the ACD route and the route for the recording machine. Step 7: AKYD - Assign EMER key to a function key.
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FUNCTION GROUPS (SPLITS) - ACD F-10A FUNCTION GROUPS (SPLITS) - ACD GENERAL DESCRIPTION Please refer to Splits - ACD [S-91A] for a full description of how splits are used with this product. CHAPTER 5 Page 248 Revision 1.
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FLEXIBLE ID CODES - ACD F-25A FLEXIBLE ID CODES - ACD GENERAL DESCRIPTION ID codes are used by agents and supervisors to access the ACD system. A considerable amount of information is programmed for each agent’s ID code and this information is used by the ACD system to determine which calls the agent will be handling after logging in and which features the agent will have access to. Some of the parameters programmed in ACDLOG for each logon ID are described in the table below.
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FLEXIBLE ID CODES - ACD SERVICE CONDITIONS 1. The maximum length for an ID code is nine digits, and only the digits “0” through “9” are allowed. 2. Leading zeros are permitted, but are not meaningful, in logon ID codes. For example, “0017” is acceptable; however, this code is identical to the code “17”. 3. Each split determines whether ID codes are required for access to the ACD system. 4. An ID code can only be assigned once in the ACD system regardless of which tenant the ID code is used for. 5.
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HOLIDAY SCHEDULING - ACD H-20A HOLIDAY SCHEDULING - ACD GENERAL DESCRIPTION Holidays may be programmed up to 365 days in advance. On a holiday, special call routing is in effect for up to eight time-of-day changes. Three different holiday schedules, one of which is used on any particular holiday, may be programmed for each tenant. OPERATING PROCEDURE See Time of Day/Week Routing - ACD [T-50A]. SERVICE CONDITIONS 1.
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HOT SPLIT - ACD H-31A HOT SPLIT - ACD GENERAL DESCRIPTION This feature was designed to accommodate “Automatic” agents of “Hot” agents. That is to say, agents who never log on, never log off and never take breaks. As soon as the ACD is online these “agents” are automatically logged on to the ACD and placed in the Ready Mode to take incoming calls.
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HOT SPLIT - ACD PROGRAMMING Step 1: ACDPSN LINE NUMBERS = ACD and PBX are the same ANALOG AGENT POSITION = No Step 2: ACDSPL HOT SPLIT = Yes NDA-24282 (E) CHAPTER 5 Page 253 Revision 1.
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INFOLINK DATA MESSAGES - ACD I-99A INFOLINK DATA MESSAGES - ACD GENERAL DESCRIPTION Infolink Data Messages provides a two-way communications link between the ACD and external computer equipment. Typical examples of external computer equipment includes but is not limited to: • Mini and Mainframe Host Computers (IBM, DEC, Honeywell, Borroughs, Hewlett Packard) • Desktop Workstations (Sun, IBM, Hewlett Packard, DEC) • Personal Computers (IBM, Compaq, Dell, Gateway, AST, et.al.
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INFOLINK DATA MESSAGES - ACD The following tables lay out the names of the messages currently available: Inbound Messages from Infolink Client to ACD Tag Message Description IA Dialed digits IB Manage Call IC Split Status/Caller Status Request ID Announcement Request IE Outbound Call Request IF Route Call Request IG Call Manipulation Request IH State Change Request IL Message Subscription Outbound Messages from ACD to Infolink Client Tag Message Description IM ANI/DNIS Information I
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INFOLINK DATA MESSAGES - ACD OPERATING PROCEDURE Depending on the usage of each application. SERVICE CONDITIONS 1. Each feature is defined by the detail specification of each application. 2. Lower layer protocol of Infolink supports TCP/IP + DIX Ethernet Version 2. 3. Infolink Data Messages are provided to the ACD tenant programmed in ACDTN. 4. Two-way communications link is provided simultaneously. 5. One link controls one ACD tenant. 6. OAI transmission is also provided via the same link. 7.
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LOGON/LOGOFF POSITION - ACD L-19A LOGON/LOGOFF POSITION - ACD GENERAL DESCRIPTION Access to the ACD system is controlled either with or without logon ID codes. A logon ID code is used to identify individual agents or supervisors, to the ACD, for statistics gathering purposes. An agent is only permitted to be logged onto the system at one position at a time. Flexible ID Codes can be employed to log onto the ACD system. Refer to Flexible ID Codes - ACD [F-25A] for related information.
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LOGON/LOGOFF POSITION - ACD b. The time since logon in hours, minutes, and seconds; for example, SHIFT 6:38:08. c. The number of incoming calls handled; for example, ACD CALLS 138. d. If any calls were handled, the average time spent with each call in minutes and seconds; for example, AVG TALK 1:30. e. The cumulative amount of time spent in Work mode during the shift in hours, minutes, and seconds; for example, WORK 2:07:25. f.
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LANGUAGE DEFAULT - ACD L-48A LANGUAGE DEFAULT - ACD GENERAL DESCRIPTION This feature allows the selection of a language, applicable to an entire tenant, for use in messages displayed at positions where an agent is not logged onto the ACD system. The following are examples of messages that will appear in the selected language: 1. The VACANT message, displayed when an agent is not logged on at the position; 2.
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LOGOFF WARNING - ACD L-92A LOGOFF WARNING - ACD GENERAL DESCRIPTION This feature is programmed on a per-split basis via the ACDSPL MAT command. When a split is marked for Logoff Warning agents will receive the display “LOGOFF WARNING” for a few seconds if they try to logoff while there are still calls in queue. In order to actually logoff the agent must press the Logoff Key a second time after having received the warning message.
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MONITORING - ACD SUPERVISOR - ACD M-28A MONITORING - ACD SUPERVISOR - ACD GENERAL DESCRIPTION This feature allows the supervisor to select an agent position and to monitor the calls on both the ACD line and the non-ACD line at that position. The agent and calling party are not aware that their call is being monitored. As the agent concludes one call and begins another, switches from one line to another, or transfers, the supervisor’s monitor is applied to the current call.
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MONITORING - ACD SUPERVISOR - ACD Barging in on the monitored call: 1. Set up the monitor function as described in the preceding section. 2. While the agent is engaged in a conversation on the ACD line and the supervisor is monitoring, the supervisor may press the MON/BARGE key. The ACD system will respond by displaying the prompt BARGE?. To barge, the supervisor enters 1#. A three-way conference connection is now established. 3.
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MONITORING - ACD SUPERVISOR - ACD CAUTION: The use of a monitoring device to eavesdrop may be illegal under certain circumstances and laws. Legal advice should be sought before implementing any practice that monitors a telephone conversation. Some federal and state laws require the monitoring party to use beep tones, to notify all parties to the telephone conversation, or to obtain the consent of all parties to the telephone conversation. Some of these laws incorporate strict penalties.
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MULTIPLE CUSTOMER GROUPS - ACD M-29A MULTIPLE CUSTOMER GROUPS - ACD GENERAL DESCRIPTION The system can be arranged to independently service more than one ACD customer (tenant). Ideally all components of the ACD system should be duplicated for each tenant but in reality some components can be shared. Using multiple tenants in an attempt to circumvent limitations imposed at a per-tenant level does not work since too many components end up being shared.
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MULTIPLE CUSTOMER GROUPS - ACD b6: b7: Maximum Necessary Digit Data (“AMND” command) Announcement Equipment Data (“AAED” command) SYS1, INDEX94, b0: Tenant Restriction Class Data (“ATNR” command) b1: EPN Facility Restriction Data (“AEFR” command) Primary Call Restriction Data (“APCR” command) b2: b3: Authorization Code Data (“AATC” command) Step 2: ACDTN- Assign the ACD tenant data. TN: ACD tenant (1-10) NAME: Name corresponding to the ACD tenant data (max.
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MULTIPLE SUPERVISOR GROUPS (SPLITS) - ACD M-79A MULTIPLE SUPERVISOR GROUPS (SPLITS) - ACD GENERAL DESCRIPTION Multiple supervisors can be grouped together to form a split when it is necessary for more than one supervisor to serve a split of agents. Assistance and emergency requests can be routed to a split of supervisors, but a split of supervisors does not normally receive incoming call traffic unless it has been programmed as a secondary split to be queued to in a Call Control Vector (CCV).
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MULTIPLE SUPERVISOR GROUPS (SPLITS) - ACD PROGRAMMING Step 1: ACDSPL - Assign assistance and emergency request destinations per split. ASSIST pilot number of a split of supervisors EMERGENCY - pilot number of a split of supervisors Step 2: ACDLOG - Assign assistance and emergency request destinations per ID code. ASSIST REQUEST pilot number of a split of supervisors EMERGENCY REQUEST -pilot number of a split of supervisors NDA-24282 (E) CHAPTER 5 Page 267 Revision 1.
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MIS OPERATOR SELECTION - ACD M-88A MIS OPERATOR SELECTION - ACD GENERAL DESCRIPTION This feature permits the selection of an access code for an operator, for an entire tenant. Certain MIS change commands permit the operator to be selected as the destination when routing ACD calls.
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MONITOR ME - ACD M-89A MONITOR ME - ACD GENERAL DESCRIPTION During an ACD call, an agent can request to be monitored by a specific supervisor. When the agent presses the ASSIST key or presses the TALLY key and dials 006#, a monitor request is sent to the designated supervisor. Upon answering, the supervisor is in a silent monitor connection listening to the agent and the calling party. The number (personal assist request number) associated with the supervisor is programmable for each agent.
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MONITOR ME - ACD SERVICE CONDITIONS 1. This service requires the three-conference trunk. 2. During the barge (three-way conversation), any of the three parties may release themselves from the call; the other two parties remain connected. 3. The monitor activity, which is silent, is automatically canceled if the agent transfers to another party. 4.
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MULTI-SPLIT AGENT - ACD M-90A MULTI-SPLIT AGENT - ACD GENERAL DESCRIPTION This feature allows an individual agent to handle calls from a maximum of four (ACDP software R1 or R2)/ sixteen splits (ACDP software R3). The agent’s logon ID is programmed to specify whether the agent is permitted to handle calls from a single split (single-split mode) or from multiple splits (multi-split mode). The agent’s logon ID is programmed to specify which splits the agent can service.
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MULTI-SPLIT AGENT - ACD The splits that an agent can handle are not based solely on the agent’s logon ID. A combination of three factors determines which splits a specific agent, at a specific position, can handle. These factors and their associated variables are: 1. The splits allowed by the agent’s logon ID, which can be a list of one to four/sixteen specific splits, or any split. 2. The splits allowed by the position, which can be one specific split or any split. 3.
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MULTI-SPLIT AGENT - ACD An agent, in multi-split mode, whose logon ID allows a list of specific splits can log on at a position that allows a single specified split (where the split matches one of the allowed splits in the agent’s logon ID list) or at a position that allows any split. In both cases, the agent will automatically be allowed to handle calls from every split in the agent’s logon ID list. As an example, the agent’s logon ID list allows splits 2, 5 and 8.
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MULTI-SPLIT AGENT - ACD The splits allowed to a position or an agent can be changed by using the ACD MAT, the MIS, or a Supervisor Tally-Oh Code. These changes can be implemented while agents are logged on at positions. The impact on the agent’s call handling and the agent’s ability to log on at the same position in the future are described by the two general statements which follow. 1.
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NIGHT SERVICE - ACD N-12A NIGHT SERVICE - ACD GENERAL DESCRIPTION This feature provides alternate routing for calls destined for a particular split. When Night mode is in effect for a split and a call attempts to queue to that split, the call is routed to a programmed pilot number (night pilot number), used by the split, instead of being queued. At this point, the call is handled by the Call Control Vector (CCV) of the new pilot number.
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NIGHT SERVICE - ACD 5. When a call attempts to queue to a split using the Conditional Queue to Split instruction in a CCV and the split is in Night mode, the Conditional Queue to Split instruction is skipped. 6. When alternate routing is required by a split, Call Forwarding - Split - ACD [C-127A] may be used to provide a more dynamic choice of the pilot number used for the new routing. 7. When a split enters Night mode automatically, using the MIS, Call Forwarding - Split - ACD [C-127A] is canceled.
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NON-ACD CALL - ACD N-14A NON-ACD CALL - ACD GENERAL DESCRIPTION This feature allows agents and supervisors to receive calls from and place calls to other ports in the system (e.g., PBX stations, attendants, trunks). When and agent or supervisor position is called using their PBX directory number, the call appears on the PBX line provided for that purpose. The same PBX line also permits agents and supervisors to place outgoing calls.
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OVERFLOW - ACD O-10A OVERFLOW - ACD GENERAL DESCRIPTION This feature allows an ACD incoming call, which queues to a split for the predetermined period, queue to another SPLIT automatically and simultaneously. The agents capable of attendance, ther earlier connection may be achieved. The overflow destination can be a split, extension, announcement, IVR, trunk, attendant console, etc. "Overflow - ACD" feature indicates overflow to another split. Operation Procedure None Service Conditions 1.
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OVERFLOW OUTSIDE - ACD O-19A OVERFLOW OUTSIDE - ACD GENERAL DESCRIPTION This feature is provided by proper programming of Call Control Vectors, specifically using the “Transfer To” instruction. See Call Control Vector - ACD [C-108A] for additional information. NDA-24282 (E) CHAPTER 5 Page 279 Revision 1.
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PRIORITY QUEUING - ACD P-21A PRIORITY QUEUING - ACD GENERAL DESCRIPTION The ACD system supports 250 different queue priorities for every split. Priorities in a split queue are assigned such that priority “1” calls have the highest priority and priority “250” calls have the lowest priority. Calls with a higher priority will be serviced, in the order in which they were queued, before calls with a lower priority, regardless of the waiting time of the calls with a lower priority.
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PRIORITY QUEUING - ACD PROGRAMMING Step 1: ACDTG Assign the priority order to each ACD route. PRIORITY: Queue priority of ACD route (1-250) (1>250) Step 2: ACDPLT TRUNK: INTERNAL: TRANSFER: Assign the priority order for ACD calls terminated to each pilot number Priority order of ACD calls from a trunk (1~250) Priority order of ACD calls from a station (1~250) Priority order of ACD calls to be transferred (1~250) NDA-24282 (E) CHAPTER 5 Page 281 Revision 1.
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PILOT NUMBERS - ACD P-40A PILOT NUMBERS - ACD GENERAL DESCRIPTION Pilot numbers are the access codes to ACD functions. They are programmed into the PBX-side database according to the numbering plan in effect for the system. Pilot numbers do not correspond to any line appearances, either physical or virtual, in the system. No physical equipment is required to assign a pilot number.
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PERSONAL EMERGENCY AND ASSIST - ACD P-45A PERSONAL EMERGENCY AND ASSIST - ACD GENERAL DESCRIPTION This feature allows an agent to have a designated individual supervisor’s number as the destination for an assist request (personal assist request number) and a designated individual supervisor’s number as the destination for an emergency request (personal emergency request number).
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PERSONAL EMERGENCY AND ASSIST - ACD To place a personal emergency request: 1. While engaged in an ACD call, the agent presses the EMERGENCY key, the agent’s display shows EMR KATHEY, and the associated lamp is lit. 2. The supervisor’s phone rings with the emergency displays shown below. 3. The supervisor will silently monitor the agent and the calling party. 4.
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QUEUING - ACD Q-1A QUEUING - ACD GENERAL DESCRIPTION There are two queues for every split. One queue contains a prioritized list of callers waiting to be connected to agents and the other queue contains a list of agents waiting to be connected to callers starting with the agent who has been ready the longest. A queue will be empty when there are no waiting callers or no waiting agents.
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QUEUING - ACD 2. Conditional queuing: One of the two following conditions (programmed on a split-wide basis) will be checked before a call is either connected to an agent or queued. a. Minimum Agent Availability The system will check for a minimum number of available agents before connecting the call. If the number of available agents is greater than or equal to the minimum specified, the call is accepted and connected to the longest-waiting available agent.
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QUEUING - ACD SERVICE CONDITIONS 1. 2. 3. Queuing Limitations: a. An incoming ACD call can follow a set of instructions in the CCV, associated with the pilot number, and encounter many different splits. If all the splits are busy, the call is allowed to queue to the first four splits it encounters. Additional splits may be programmed in the CCV, but no queuing is permitted if the splits are busy. A Dequeue instruction removes the call from one or all of the queues it currently occupies.
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RELEASE - ACD POSITION - ACD R-19A RELEASE - ACD POSITION - ACD GENERAL DESCRIPTION This feature allows an agent who is using a headset to release from a call by pressing the RELEASE key, rather than for the other party to disconnect. OPERATING PROCEDURE 1. While engaged in a call, the agent or supervisor presses the RELEASE key. 2. The calling party is immediately disconnected and the agent or supervisor becomes idle with after-call availability set accordingly.
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RING DELAY - ACD R-145A RING DELAY - ACD GENERAL DESCRIPTION This feature is programmed in a Call Control Vector (ACDCCV) using the Ring Delay step followed by a parameter of from one to 15 seconds. Once a call has traversed a Ring Delay step then the ring delay feature will be applied to that call when it ultimately connects to an agent. The effect of the Ring Delay feature on a call is that once an agent has been selected to receive this call there will be a delay in connection of up to 15 seconds.
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SPLITS - ACD S-91A SPLITS - ACD GENERAL DESCRIPTION A Split is a basic building block of a call center and is generally thought to consist of a group of agents performing a similar task, a prioritized queue for incoming callers and possibly a supervisor position to oversee the caller and agent activity within the split. The supervisor may have a sophisticated statistics program available to monitor the caller and agent activity which will provide both realtime as well as historical information.
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SPLITS - ACD Assist Destination A destination to receive calls when an agent presses the Assist Key can be specified for each split. Auto Ready after PBX Call A feature may be setup such that an agent’s position will be automatically replaced in the Ready Mode at the conclusion of a call on their PBX line. Auto Work with PBX Answer ACD positions may be automatically placed in the Work Mode when an agent answers an incoming call on their PBX line.
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SPLITS - ACD Do Not Disturb Mode When a split is unstaffed it operates in a Do Not Disturb Mode. Calls may be either allowed or restricted from queueing during this mode. Emergency Destination A destination to receive calls when an agent presses the Emergency Key can be specified for each split. Emergency Recorder A recording device can be specified to record calls in the event of an emergency. The agent must operate the Emergency Key before a call can be recorded.
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SPLITS - ACD Stranded Calls CCV If there are calls remaining in queue even after the last agent has logged off they will be forwarded automatically to the Stranded Calls CCV if on has been specified. Tally Code Required * Available since the PBX software Series 7400 and the ACD software R3. When per-call tally is enabled an agent is required to enter a tally code for each ACD call received before a new call will be assigned. The tally code may be entered either during the call or during the wrap up mode.
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SPLIT DISPLAY - ACD POSITION - ACD S-97A SPLIT DISPLAY - ACD POSITION - ACD GENERAL DESCRIPTION The name of the split that a position belongs to can be displayed while the position is in Vacant mode. This maintenance feature helps the user determine which positions belong to which splits. OPERATING PROCEDURE 1. While the position is Vacant, press the AUTO/MAN key or the WORK key. 2.
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SPLIT SELECTION - ACD S-98A SPLIT SELECTION - ACD GENERAL DESCRIPTION Split selection is determined by the position in use and the logon ID in use. A logon ID indicates whether the agent can service a single split (single-split mode) or a maximum of 16 splits concurrently (multi-split mode). A logon ID can access a maximum of 16 specified splits or any split. A position can access a single specified split or any split.
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STRANDED CALL ROUTING - ACD S-108A STRANDED CALL ROUTING - ACD GENERAL DESCRIPTION A stranded call is defined as a call left unanswered in queue at the time when the last agent in the split logs off the ACD system. If this call is not queued to any other split which still has agents logged on then it becomes “stranded” at the moment the last agent logs off and is a candidate for Stranded Call Routing.
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TRUNK TROUBLE REPORT - MIS - ACD T-24A TRUNK TROUBLE REPORT - MIS - ACD GENERAL DESCRIPTION This feature allows an agent to indicate a trouble condition affecting a trunk (e.g., poor transmission) which is encountered during a call. The system will log the agent’s position number and the number of the connected trunk. This information is printed out on the ACD MAT and provided to the MIS.
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TALLY COUNT - ACD T-49A TALLY COUNT - ACD GENERAL DESCRIPTION This feature allows agents to register the occurrences of several specific events using the dial keypad, such as responses to various advertising method, sales campaigns, or calls from particular locations. The MIS system is responsible for keeping a record of each event and may keep additional statistics for the various Tally Count events such as call duration.
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TIME OF DAY/WEEK ROUTING - ACD T-50A TIME OF DAY/WEEK ROUTING - ACD GENERAL DESCRIPTION The routing of incoming calls is controlled by the time of week. A week can be divided into 50 time segments, with different call handling performed during each segment. Segments must begin and end on whole minutes; no fractional minutes are allowed. Each segment will specify a Call Control Vector (CCV) number and step number where call handling will commence (refer to Call Control Vector - ACD [C-108A]).
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TALLY-OH CODES - ACD T-51A TALLY-OH CODES - ACD GENERAL DESCRIPTION Tally-Oh Codes are reserved for special use by agents or supervisors in the ACD system and are not reported to the MIS. These codes invoke various actions, such as statistical displays and mode changes. Tally-Oh Codes always begin with the digit zero, “0”. This trait of always using a leading digit of “0” differentiates the TallyOh Codes from the Tally Codes which are reported to the MIS system for statistical analysis.
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TALLY-OH CODES - ACD Agent Tally-Oh Codes (Continued) Code Description 003# Display number of working agents in split. A working agent is one that is logged on, and not in break mode. (Either on an ACD call, in work mode, or ready mode) If used from a vacant position, the position’s split is used. If used while logged on, the agent’s split is used. For agents working in MultiSplit mode, the number of working agents for all of the agent’s splits are displayed, one at a time.
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TALLY-OH CODES - ACD Supervisor Tally-Oh Codes Code Description 030 Display statistics for a given agent: shift time, number of ACD calls answered, average talk time, total time in Work mode since logging on, and total time in Break mode since logging on.
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TALLY-OH CODES - ACD Supervisor Tally-Oh Codes (Continued) Code Description 039 Display number of agents on break for a given split. Press: 039ss# (ss = one or two digit split number) Sample Displays: SKY-DIVERS 2 040 Change Night mode of a given split. Press: 040ss# (ss = one or two digit split number) The prompt NIGHT MODE? will be displayed to ask for approval to put the specified split into Night mode. To approve, press “1#” and the display split name = NIGHT will be shown.
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TALLY-OH CODES - ACD Technician Tally-Oh Codes Code Description 075 Turn Bad Call Notification MAT print-outs on or off Press: 075rrs# (rr = Reference number. s = state: 0 (off) or 1 (on)) To turn all print-outs on or off use the reference number “00”. Example: 075000# (all off) or 075001# (all on). See “BAD CALL NOTIFICATIONS [B-21]” on page 80 for additional detail. 076 Display error counts. Press: 076n# (n = error count number 0-99) 077 Reset all error counts.
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TALLY REQUIRED - ACD T-85A TALLY REQUIRED - ACD GENERAL DESCRIPTION This feature is programmed on a per-split basis via the ACDSPL command. When a split is marked for Tally Required an agent will not be able to answer a new incoming ACD call until a Tally entry has been made for the previous call. If an agent attempts to enter the Ready Mode to receive a new call but has not yet entered a Tally Code from the previous call a message will display “TALLY NEEDED” for a few seconds.
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VARIABLE QUEUEING V-10 VARIABLE QUEUEING General Description This feature allows the ACD caller to be queued to a split, depending on the number of working agents at the time that the ACD call is presented to the split. Operating Procedure Variable queueing is programmed by splits in the ACDSPL command in ACDMAT. Service Conditions Variable queueing is activated by a percentage of working agents (a working agent is logged on and not in Break mode).
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WORK MODE - ACD W-5A WORK MODE - ACD GENERAL DESCRIPTION This feature offers the choice of allowing the agents within a split to enter and exit Work Mode. Calls waiting in queue cannot be connected to agents in the Work Mode. Since the Work Mode inhibits agents from receiving calls it is sometimes beneficial to limit Work Mode use or restrict it altogether. Two features have been provided which limit the agent’s ability to be in the Work Mode.
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WORK MODE - ACD OPERATING PROCEDURE This feature is an inherent feature of the ACD programs. Agents use the WORK key on their ACD position to set the Work Mode appropriately. Work Mode restrictions and timeouts are programmed using the command ACDSPL for each split. PROGRAMMING ACDSPL WORK MODE RESTRICTED CHAPTER 5 Page 308 Revision 1.
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WORK MODE TIME LIMIT - ACD W-6A WORK MODE TIME LIMIT - ACD GENERAL DESCRIPTION This feature allows the specification of a maximum time limit for an agent to be in Work mode at the conclusion of an ACD call before being automatically placed in Ready mode. Once in Ready mode, the agent will be connected to a call if calls are queued. The time limit applies to all the agents within a split. OPERATING PROCEDURE 1. This feature is implemented through an ACD command.
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ZIP TONE - ACD Z-1A ZIP TONE - ACD GENERAL DESCRIPTION When an agent is operating in Automatic Answer - ACD [A-35A] mode, the system will provide an audible burst of tone to the agent’s receive audio path before connecting an incoming ACD call. OPERATING PROCEDURE The operation of this feature from the agent or supervisory position is as follows: From Manual Answering status: 1. The AUTO/MAN key is pressed. 2. AUTO ANSWER is displayed. 3. The AUTO/MAN lamp lights steadily. 4.
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CHAPTER 6 ACD SERVICE FEATURES FUNCTIONAL TEST PROCEDURES After the installation test following by “Installation Manual”, test the ACD service features following the flowchart below. The names listed within of each NAP are the names of the ACD services. Also refer to the detailed description of the services in Section 3, “ACD Service Feature” of Chapter 5.
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ACD SERVICE FEATURES FUNCTIONAL TEST PROCEDURES A Center Closed Announcement Overflow Emergency Recorder After Call Work (Manual) NAP-215-106 Announcements (A80) NAP-215-107 Overflow Outside-ACD (O19) NAP-215-108 Emergency/Recorder (E6) NAP-215-109 NAP-215-110 After Call Work (Automatic) Assistance Availability-ACD Position (After Call Work) (A37) NAP-215-111 Assistance-ACD Agent (A34) NAP-215-112 Auxiliary Work Break Mode (B21) NAP-215-113 Monitoring-ACD Supervisor Night Service Monitoring
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ACD SERVICE FEATURES FUNCTIONAL TEST PROCEDURES B NAP-215-115 Abandoned Call Search Trunk Trouble Report Abandoned Call Search (A31) NAP-215-116 Trunk Trouble Report-MIS (T24) For the following services, refer to the manual described MIS functions. MIS Terminal Functions Tally Count (T49) END NDA-24282 (E) CHAPTER 6 Page 313 Revision 1.
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ACD SERVICE FEATURES FUNCTIONAL TEST PROCEDURES NAP-215-101 Agent Position Sheet 1/2 ELC/DLC COT ACD Incoming LC A B START Set up a loop-back connection between COT for ACD trunk group to be tested and station line. Log off agent positions and supervisory positions. ACD Agent/Supervisory Position Incoming Test • Test all agent positions and supervisory positions with following flow chart. Log on the agent position or supervisory position to be tested, and release the After Call Work Mode.
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ACD SERVICE FEATURES FUNCTIONAL TEST PROCEDURES NAP-215-101 Sheet 2/2 ACD Incoming A ACD Agent/Supervisory Position Trunk Incoming Call • Test all agent and supervisory position trunks with the following procedure. Log on to all agent and supervisory positions and release the After Call Work Mode. • Use the AUTO/MAN key to set to the manual answer mode. (If the answering mode at logon is the Manual Answer mode, this operation is not necessary for the Manual Answer mode has already been set.
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ACD SERVICE FEATURES FUNCTIONAL TEST PROCEDURES NAP-215-102 Sheet 1/1 Call Distribution to Agents Agent Position ELC/DLC LC START A Log off all ACD agent/supervisory positions. B C.O. trunk incoming. C D • Place C.O. trunk calls from station A, B and C to stations D, E and F. E F Log on at agent position. • The incoming call trunk groups are distributed in the split. • One of the agent positions in the split releases the after call work mode. Incoming at ACD agent positions.
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ACD SERVICE FEATURES FUNCTIONAL TEST PROCEDURES NAP-215-103 Sheet 1/1 NPQ (Non Priority Queuing) Route Priority Processing Agent Position COT ELC/DLC NPQ START Log off all ACD agent/supervisory positions. C.O. trunk incoming to the non-priority queue. • Place C.O. trunk calls from station A to station D and from station B to station E, and let them terminate in the routes for the nonpriority queue. COT LC A PQ B COT PQ (Priority Queuing) Route C C.O. trunk incoming to the priority queue.
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ACD SERVICE FEATURES FUNCTIONAL TEST PROCEDURES NAP-215-104 Sheet 1/1 Automatic Call Distribution ELC/DLC Agent Position C COT Agent Position D Agent Position E START LC Log off all agent and supervisory positions. Log on agent positions in sequence. A B • Log on agent positions in order of C→D→E. C.O. trunk incoming. • Place a C.O. trunk call from station A to station B. Incoming at ACD agent position. • Check that the call is terminated at agent position C.
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ACD SERVICE FEATURES FUNCTIONAL TEST PROCEDURES NAP-215-105 Sheet 1/1 Delay Announcement Announcement Machine COT LC START A Log off all agent and supervisory positions. B C C.O. trunk incoming. D • Place C.O. trunk calls sequentially from stations A, B and C to stations D, E and F respectively. E F First delay announcement. • Stations A, B and C shall hear the first delay announcement after the predetermined period of time. Music on hold.
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ACD SERVICE FEATURES FUNCTIONAL TEST PROCEDURES NAP-215-106 Sheet 1/1 Center Closed Announcement (a) If the weekly schedule No. is set as the incoming path: START Announcement Machine COT C.O. trunk call origination. • Place a C.O. trunk call from station A to station B. ELC/DLC Group Supervisory Position LC A Check that station A hears the center closed announcement.
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ACD SERVICE FEATURES FUNCTIONAL TEST PROCEDURES ELC/DLC NAP-215-107 Overflow Designation Split Sheet 1/1 Overflow Overflow Origination Split G H COT I J START LC Log on the ACD agent and supervisory positions of the overflow origination split. A B C Log on the ACD agent and supervisory positions of the overflow destination split. C.O. trunk incoming. • Place C.O. trunk calls sequentially from stations A, B and C to stations D, E and F respectively. D E F (Overflow period elapsed).
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ACD SERVICE FEATURES FUNCTIONAL TEST PROCEDURES Recorder NAP-215-108 Announcement Trunk Sheet 1/1 ELC/DLC Emergency Recorder COT Supervisory position ELC/DLC Agent position START LC A C.O. trunk call incoming. • Place a C.O. trunk call from station A to station B. B LC Incoming at ACD agent position. Answering by ACD agent position. Emergency recording operation. • Press the EMER key on the agent position. Incoming at supervisory position.
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ACD SERVICE FEATURES FUNCTIONAL TEST PROCEDURES NAP-215-109 ELC/DLC Agent Position COT Sheet 1/1 LC A After Call Work (Manual) B C START D Log off all ACD agent and supervisory positions, then log on only one position. C.O. trunk incoming. • Place C.O. trunk call from station A to station C. Incoming at ACD agent position. Answering by ACD agent position. After Call Work activation. • Press the WORK key so that the WORK lamp illuminates. C.O. trunk incoming. • Place a C.O.
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ACD SERVICE FEATURES FUNCTIONAL TEST PROCEDURES NAP-215-110 ELC/DLC Agent Position COT Sheet 1/1 LC A After Call Work (Automatic) B C START D Log off all ACD agent and supervisory positions, then log on only one position. Office data change. • Using the ACDSPL command, assign 0 (Automatic After Call Work mode setting) to parameter AFTER. C.O. trunk incoming. • Place a C.O. trunk call from station A to station C. Incoming at ACD agent position. Answering by ACD agent position. C.O. trunk incoming.
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ACD SERVICE FEATURES FUNCTIONAL TEST PROCEDURES ELC/DLC NAP-215-111 Supervisory position Sheet 1/1 ELC/DLC Assistance COT Agent position LC A B START C.O. trunk incoming. • Place a C.O. trunk call from station A to station B. Incoming at ACD agent position. Answering by ACD agent position. Assistance activation. Press the ASSIST key on the agent position so that the ASSIST lamp illuminates. Incoming at supervisory position. • The call is terminated as non-ACD call to the supervisory position.
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ACD SERVICE FEATURES FUNCTIONAL TEST PROCEDURES Agent Position NAP-215-112 ELC/DLC COT Sheet 1/1 LC Auxiliary Work A B START Log off all ACD agent and supervisory positions. Set one of the ACD agent positions to the Auxiliary Work mode. • Press the AUX WORK key so that the AUX WORK lamp illuminates. C.O. trunk incoming. • Place a C.O. trunk call from station A to station B. Confirmation of Auxiliary Work mode. • Check that the incoming call is not distributed to the agent position.
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ACD SERVICE FEATURES FUNCTIONAL TEST PROCEDURES ELC/DLC NAP-215-113 Supervisory Position Sheet 1/1 ELC/DLC Monitoring–ACD Supervisor COT Agent Position LC A B START C.O. trunk incoming. • Place a C.O. trunk call from station A to station B. Incoming at ACD agent position. Answering by ACD agent position. Monitoring Activation from Supervisory Position (1) Press the MON key on the supervisory position. (2) Dial Agent ID code+# or 0+Agent position station No. for non-ACD calls+#. Monitoring.
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ACD SERVICE FEATURES FUNCTIONAL TEST PROCEDURES Announcement Trunk NAP-215-114 Sheet 1/2 ELC/DLC Night Service Split C ELC/DLC COT ATI D: ATT START LC A Use one of the following three methods to change into the night mode. B (1) Automatic changeover into the night mode based on the ACD call control vector (Night Announcement setting using ACD CCV command).
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ACD SERVICE FEATURES FUNCTIONAL TEST PROCEDURES NAP-215-114 Sheet 2/2 Night Service A Answering by station. Release by station. Apply the test procedure above to all splits. Night Transfer to Attendant • Place a C.O. trunk call from station A to station B. Call incoming at transfer destination attendant console. Answering by ATTCON. Release by ATTCON. Apply the test procedure above to all splits. Night Transfer to Outside • Place a C.O. trunk call from station A to station B.
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ACD SERVICE FEATURES FUNCTIONAL TEST PROCEDURES ELC/DLC NAP-215-115 Agent Position Sheet 1/1 LC Abandoned Call Search COT A B START Abandoned Call Search C.O. trunk call origination. • Place a call from station A to station B and a C.O. trunk call is terminated to agent positions. • At this time, agent positions shall be in the manual answer mode. After checking that the CW lamp on the agent position illuminates, station A releases the call.
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ACD SERVICE FEATURES FUNCTIONAL TEST PROCEDURES ELC/DLC NAP-215-116 Agent Position Sheet 1/1 LC Trunk Trouble Report COT A B START C.O. trunk call incoming. • Place a C.O. trunk call from station A to station B and a C.O. trunk call is terminated to agent positions. The call is terminated to agent positions. An agent position answers the call. While the agent position is busy, press the TRK/TRBL key on station B. The connection information is output at the MIS terminal. A system message is output.
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This page is for your notes. CHAPTER 6 Page 332 Revision 1.
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CHAPTER 7 PBX AND ACD COMMAND PROGRAMMING 1. GENERAL This chapter explains the commands which are used exclusively for the NEAX2400 CallCenterWorX-Enterprise ACD system. For other related commands, refer to the NEAX2400 IMX Office Data Specification. When engaging in command operations concerning the ACD system, ensure to use both this manual and NEAX2400 IMX Office Data Specification. 2. COMMANDS 2.1 NEAX2400 IMX COMMANDS For ACD commands, see Section 2.2, “ACD Commands” in this chapter.
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ASYD: ASSIGNMENT OF SYSTEM DATA ASYD: Assignment of System Data 1. Function This command is used to assign and change system data in the NEAX2400 IMX. 2. Precautions 1. ASYD is divided into three sections, as follows: a. Assignment of System Data-1. (SYS 1) - System-wide control parameters. b. Assignment of System Data-2. (SYS 2) - Service feature availability, on a tenant basis. c. Assignment of System Data-3. (SYS 3) - System-wide ringing patterns and hookswitch timing. 2.
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ASYD: ASSIGNMENT OF SYSTEM DATA System Data-1 Programming Sheet Note: This Data Programming Sheet is only for the data to be set in the ACD System. Be sure to use this Data Programming Sheet together with the Data Programming Sheet for “ASYD” command described in the NEAX2400 IMX Office Data Specification.
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ASYD: ASSIGNMENT OF SYSTEM DATA Note 4: Terminal Control Facility Indirect is used for displays, LED functions, and chimes for ACD positions. The standard choice has both bit 1 and bit 2 set to “1”. Note 5: Terminal Control Facility Direct is used for certain ACDP entries and displays from ACD positions. Note 6: ASYD, System Data 1, index 59, bit 2 must also be set to a 1 for this feature to operate.
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ASYD: ASSIGNMENT OF SYSTEM DATA System Data-1 Programming Sheet SYSTEM DATA TYPE (SYS) SYSTEM DATA INDEX (INDEX) 0 ~ 511 DATA (DATA) 00 ~ FF (Hex) BIT CORRESPONDING DATA DATA 0/1 BIT b3 CPU ACT/ST-BY Change Function 0=Out of Service; 1=In Service b0 ACDP (No. 0 System) Mounting Status Indication 0/1 = Not Mounted/Mounted Note 1 b1 ACDP (No.
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ASYDL: ASSIGNMENT OF SYSTEM DATA INTO LOCAL DM (LDM) ASYDL: Assignment of System Data into Local DM (LDM) 1. Function This command is used to assign and change system data for the ACD activated via FCCS. 2. Precautions ASYDL command is comprised with System Data-1, INDEX 512-1535. 3. Parameters Refer to the programming sheet in the following pages. CHAPTER 7 Page 338 Revision 1.
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ASYDL: ASSIGNMENT OF SYSTEM DATA INTO LOCAL DM (LDM) System Data (LDM) -1 Programming Sheet SYSTEM DATA TYPE (SYS) BIT SYSTEM DATA CORRESPONDING DATA (DATA) DATA INDEX 00 – FF (INDEX) DATA (Hex) BIT 512-1535 0/1 513 515 516 SYSTEM DATA CONTENTS LDM (Local Data Memory) usage. Assign data “1” (the memory block is used) for the corresponding memory block. Normally Assign “01”. IP Address (Hex) for PBX over External LAN Note: This data is valid when the PBX is connected to the external PC LAN.
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ASYDL: ASSIGNMENT OF SYSTEM DATA INTO LOCAL DM (LDM) System Data (LDM) -1 Programming Sheet SYSTEM DATA TYPE (SYS) BIT SYSTEM DATA CORRESPONDING DATA (DATA) DATA INDEX 00 – FF (INDEX) DATA (Hex) BIT 512-1535 0/1 1 533 FPC of the node providing ACDP 1 864 b0 0/1 = Built-in IP, ACDP is not used/used Note 1 b1 Output the system message (4-R) when TCP-IP connection is normally disconnected.
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ASYDN: ASSIGNMENT OF SYSTEM DATA IN NDM ASYDN: Assignment of System Data in NDM 1. Function This command is used to specify the system data for the Fusion Network. 2. Precautions 1. The data assigned by this command determines the service condition which affects the other nodes in the Fusion Network. 2. Data for ASYDN assigned at Network Control Node (NCN) has priority over data for ASYDL assigned at LN (Local Node) in the Fusion Network. 3. The ASYDN command consists of SYS1, INDEX 0 - 1535. 4.
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AOKC: ASSIGNMENT OF OAI KEY CODE AOKC: Assignment of OAI Key Code 1. Function This command is applied to define the usage of D term buttons (line/feature key and flex key). 2. Precautions 1. AOKC must be programmed before AKYD is programmed. 2. For station assignment, the OAI Key Codes correspond to the Function Key Code (FKY) range from 34 through 47 (refer to AKYD). 3.
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AOKC: ASSIGNMENT OF OAI KEY CODE OAI Key Code Data Programming Sheet OAI KEY CODE (KEY CODE) 1 ~ 31 Note 1 KIND OF FACILITY (F-KIND) 1 ~ 15 CONFIRMATION TONE (C-TONE) 0/1 Note 2 OPERATION CODE (OP-CODE) 128 ~ 255 1 1 1 187 Break 2 2 1 252 Auto/Manual (AUTO/MAN) 3 FUNCTION KEY (FKY) Not used 4 2 1 253 Work 5 1 1 188 Night (NIGHT) 6 2 1 250 Trunk Trouble Report (TRK TRBL) 7 1 1 189 Tally (TALLY) 8 2 1 254 Assistance (ASSIST) 9 2 1 255 Emergency Recorder (EMER) 1
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ASDT: ASSIGNMENT OF STATION DATA ASDT: Assignment of Station Data 1. Function This command is used to assign, delete and display station data. If the station number designated has already been assigned, the current data is displayed. If new data is to be assigned, the old data must be deleted before the new data can be entered. 2. Precautions 1. The Route Restriction Class data (RSC) works in conjunction with the Assignment of Route Restriction Data command (ARSC). 2.
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ASDT: ASSIGNMENT OF STATION DATA System Data Programming Sheet TENANT NUMBER (TN) 1 ~ 10 SYSTEM 1IMG 4IMG IMX-U STATION NUMBER (STN) MAXIMUM 5 DIGITS LINE EQUIPMENT NUMBER (LENS) MG U 0~3 G 00 ~ 23 LV 0~7 MAKE BUSY TELEPHONE ROUTE SERVICE EQUIPT. RESTRICTION INFORMAFEATURE TION CLASS (TEC) CLASS (RSC) CLASS (SFC) 1 ~ 31 (MB) 0/1 0 ~ 15 0 ~ 15 MG 00, 01 00 ~ 07 00 ~ 07 NDA-24282 CHAPTER 7 Page 345 Revision 1.
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ASFC: ASSIGNMENT OF SERVICE FEATURE RESTRICTION CLASS DATA ASFC: Assignment of Service Feature Restriction Class Data 1. Function This command is used to assign and display Service Feature Restriction information according to the Service Feature Restriction Class (SFC) of the Station. 2. Precautions 1. For the SFC of ACD line of an agent position, be sure to assign RES = 1 (A Direct call is restricted) for SFI = 95 (Direct Call Restriction).
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ASFC: ASSIGNMENT OF SERVICE FEATURE RESTRICTION CLASS DATA Service Feature Restriction Class Data Programming Sheet DAY/NIGHT MODE (DAY/NIGHT) D/N TENANT NUMBER (TN) SERVICE RESTRICTION CLASS (SFC) 0 ~ 15 SERVICE FEATURE INDEX (SFI) 1 ~ 255 1 ~ 94 95 96 ~ 117 118 Note 2 119 ~ 255 0 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 Note 1: Restriction Data (RES) is assigned in the squares where SFI and SFC cross. When unassigned, Restriction Data is set as “0” (Restricted status).
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AKYD: ASSIGNMENT OF KEY DATA FOR D TERM AKYD: Assignment of Key Data for Dterm 1. Function This command is used to assign, delete, and display the following key data corresponding to each line/ feature buttons of Dterm. For details of this command, refer to “AKYD” command in NEAX2400 IMX Office Data Specification. • Line Key Data • Function Key Data 2. Precautions 1.
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AKYD: ASSIGNMENT OF KEY DATA FOR D TERM 3.
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AKYD: ASSIGNMENT OF KEY DATA FOR D TERM FKY: Function Key (valid for KYI=1) 34= OAI Key 1 (Break) 35= OAI Key 2 (Auto/Man) Note 3 37= OAI Key 4 (Work) 38= OAI Key 5 (Night) 39= OAI Key 6 (Trk Trbl (Trunk Trouble)) 40= OAI Key 7 (Tally) 41= OAI Key 8 (Assist (Assistance Key)) 42= OAI Key 9 (Emer (Emergency Key)) 43= OAI Key 10 (Log On/Off) 44= OAI Key 11 (Answer) 45= OAI Key 12 (Mon/Barge (Monitor/Barge)) 47= OAI Key 14 (Call Waiting Lamp) 52= Speaker 59= Release Kind of Line (Valid for KYI=2) 0= Line Tena
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AKYD: ASSIGNMENT OF KEY DATA FOR D TERM Dterm Series E Flexible Key Assignments • Standard FEATURE KYN FKY FUNCTION 1 13 CONFERENCE 2 8 REDIAL RECALL 3 28 ANSWER 6 4 16 FEATURE 5 18 TRANSFER 6 57 RECALL 7 20 HOLD REDIAL 8 52 SPEAKER 2 4 CONF 1 HOLD TRANSFER ANSWER SPEAKER 7 5 3 8 • ACD LOG KYN FKY FUNCTION 1 13 CONFERENCE 2 40 TALLY RIS 3 34 BREAK 6 4 43 LOGON 5 18 TRANSFER 6 59 RELEASE 7 20 HOLD TALLY 8 37 WORK 2 HOLD TRF BRK WO
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AKYD: ASSIGNMENT OF KEY DATA FOR D TERM Dterm Key Data Programming Sheet (1/2) MY LINE TENANT NUMBER (TN) STATION NUMBER (STN) PRIME LINE ALLOW MESSAGE PRIORITY LINE OG WAITING OF PREFERENCE LINE FROM DATA ANSWERING TENANT STATION DISPLAY PREFERENCE FOR SPEAKER PRIME CALL BUTTON (LN PRE) NUMBER NUMBER LINE SELECTION (PRI) (SPK) 0/1 (PL TN) (PL STN) (MWD) (S) 0-4 0-3 0/1 0/1 LINE LINE PREFERTYPE OF PREFERENCE ENCE FOR ANSWER FOR OUTGO- DTERM (TP) ING BUTTON BUTTON 0-3 (ANS) (ORG) 0-2 0/1 MULTI LINE KEY N
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AKYD: ASSIGNMENT OF KEY DATA FOR D TERM Dterm Key Data Programming Sheet (2/2) MULTI LINE KEY NUMBER (KYN) SERVICE CONDITION (KYI) 0–2 FEATURE KEY CODE (FKY) 1-320 KIND OF LINE (KD) 0-2 TENANT NUMBER (TN) STATION NUMBER (STN) INTERCOM RING INFORMATION FOR EACH LINE (RG) 0-7 KIND OF INCOM (ICM) 0-2 GROUP ID NUMBER (G-ID) 1-50 27 28 29 30 31 32 33 34 35 36 37 38 39 40 F1 F2 F3 F4 F5 F6 F7 F8 Note 1: When KYI=0 (None), it is not necessary to assign any data.
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AMNO: Assignment of Monitored Number AMNO: Assignment of Monitored Number 1. Function AMNO is used to assign monitored numbers into the PBX database. The numbers programmed in AMNO will also be programmed into ACDPLT (the ACD database). The monitored numbers programmed in AMNO are the entry points for pilot numbers into the ACD system. 2. Precautions 1. When the monitored number (MNO) is deleted, delete MNO in ACDPLT prior to this command. 2.
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AMNO: Assignment of Monitored Number Monitored Number Data Programming Sheet TENANT NUMBER (TN) 1 ~ 10 MONITORED NUMBER (MNO) NUMBER MONITORED INDEX (NMI) 1 ~ 4095 UCD DEGRADE (UCD) 0/1 NDA-24282 (E) UCD CONTROL STATION NUMBER (STN) ADMIN./ GUEST (A/G) A/G CHAPTER 7 Page 355 Revision 1.
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AMNOL: Assignment of Monitored Number for LDM AMNOL: Assignment of Monitored Number for LDM 1. Function AMNOL is used to assign monitored numbers into the PBX database. The numbers programmed in AMNOL will also be programmed into ACDPLT (the ACD database). The monitored numbers programmed in AMNOL are the entry points for pilot numbers into the ACD service to be activated over FCCS. The monitored number programmed in AMNOL is available for only the self node. 2. Precautions 1.
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AMNOL: Assignment of Monitored Number for LDM Monitored Number Data (LDM) Programming Sheet USER GROUP NUMBER (UGN) LOCAL MONITORED NUMBER (L_MNO) MAX. 5 DIGITS LOCAL NUMBER MONITORED INDEX (L_NMI) 1 ~ 4095 UCD DEGRADE (UCD) 0/1 NDA-24282 (E) UCD CONTROL TELN NUMBER (TELN) MAX. 5 DIGITS ADMIN./ GUEST (A/G) A/G CHAPTER 7 Page 357 Revision 1.
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AMNON: Assignment of Monitored Number for NDM AMNON: Assignment of Monitored Number for NDM 1. Function AMNON is used to assign monitored numbers into the PBX database. The numbers programmed in AMNON will also be programmed into ACDPLT (the ACD database). The monitored numbers programmed in AMNON are the entry points for pilot numbers into the ACD service to be activated over FCCS. The monitored number programmed in AMNON is available for all nodes within Fusion network. 2. Precautions 1.
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AMNON: Assignment of Monitored Number for NDM Monitored Number Data (NDM) Programming Sheet USER GROUP NUMBER (UGN) NETWORK MONITORED NUMBER (N_MNO) MAX. 5 DIGITS NETWORK NUMBER MONITORED INDEX (N_NMI) 1 ~ 4095 UCD DEGRADE (UCD) 0/1 NDA-24282 (E) UCD CONTROL TELEPHONE NUMBER (TELN) MAX. 5 DIGITS ADMIN./ GUEST (A/G) A/G CHAPTER 7 Page 359 Revision 1.
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ACNO: Assignment of Conversion Number Data ACNO: Assignment of Conversion Number Data 1. Function ACNO is used to direct a specified ringdown type trunk route to a specific monitored number (monitored number is the same as a pilot number). Note: 2. This command does not apply to self-directing type trunks (i.e. DID, TIE Lines, etc.). Precautions 1. Prior to this command, program the monitored number by AMNO and ACDPLT. 2.
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ACNO: Assignment of Conversion Number Data Conversion Number Data Programming Sheet ROUTE NUMBER (RT) 1 ~ 255 TENANT NUMBER (TN) 1 ~ 10 MONITORED NUMBER (MNO) Max. 5 digits NDA-24282 (E) CHAPTER 7 Page 361 Revision 1.
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ACNOL: Assignment of Conversion Number Data for LDM ACNOL: Assignment of Conversion Number Data for LDM 1. Function ACNOL is used to direct a specified ringdown type trunk route to a specific monitored number (monitored number is the same as a pilot number) in Telephone number. The conversion number programmed in ACNOL is available for the self node only. Note: 2. This command does not apply to self-directing type trunks (i.e. DID, TIE Lines, etc.). Precautions 1.
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ACNOL: Assignment of Conversion Number Data for LDM Conversion Number Data (LDM) Programming Sheet LOGICAL ROUTE NUMBER (LGRT) 1 ~ 254 USER GROUP NUMBER (UGN) LOCAL MONITORED NUMBER (L_MNO) Max. 5 digits NDA-24282 (E) CHAPTER 7 Page 363 Revision 1.
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ACNON: Assignment of Conversion Number Data for NDM ACNON: Assignment of Conversion Number Data for NDM 1. Function ACNON is used to direct a specified ringdown type trunk route to a specific monitored number (monitored number is the same as a pilot number) in Telephone number. The monitored number is available for all nodes within Fusion network. Note: 2. This command does not apply to self-directing type trunks (i.e. DID, TIE Lines, etc.). Precautions 1.
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ACNON: Assignment of Conversion Number Data for NDM Conversion Number Data (NDM) Programming Sheet LOGICAL ROUTE NUMBER (LGRT) 1 ~ 254 USER GROUP NUMBER (UGN) NETWORK MONITORED NUMBER (N_MNO) Max. 5 digits NDA-24282 (E) CHAPTER 7 Page 365 Revision 1.
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AADT: Assignment of Announcement/Dictation Trunks AADT: Assignment of Announcement/Dictation Trunks 1. Function This command is used to assign, display and delete announcement trunks for delay announcements, night announcements, etc. Also used to assign, display and delete Dictation Trunks for such purposes as Emergency Recorder. 2. Precautions Before LENS of announcement trunks or night announcement is changed inATRK, the AADT command data should be deleted.
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AADT: Assignment of Announcement/Dictation Trunks Announcement/Dictation Trunks Data Programming Sheet DISCONANT/ ANT/DCT NECT TIMER DCT NUMBER AVAILABLE (TYPE) ANT = 1 ~ 58 (D) 1/2 DCT = 1 ~ 5 0/1 MESSAGE TIMER (MSGT) 2 ~ 120 CONNECTION PATTERN (CP) 0/1 NDA-24282 (E) WAITING TIMER (WAIT) 0 ~ 30 NUMBER OF TRUNKS (CNT) 1~8 ROUTE TRUNK NUMNUMBER BER (TK) (RT) 1 ~ 255 1 ~ 255 CHAPTER 7 Page 367 Revision 1.
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AADTN: Assignment of Announcement/Dictation Trunks for NDM AADTN: Assignment of Announcement/Dictation Trunks for NDM 1. Function This command is used to assign, display and delete announcement trunks for delay announcements, night announcements, etc. Also used to assign, display and delete Dictation Trunks for such purposes as Emergency Recorder. The announcement trunk or dictation trunk programmed in AADTN is allowed to use from the remote ACD node within Fusion Network. 2.
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AADTN: Assignment of Announcement/Dictation Trunks for NDM Announcement/Dictation Trunks Data (NDM) Programming Sheet ANT/DCT (TYPE) 1/2 ANT/DCT NUMBER ANT = 1 ~ 58 DCT = 1 ~ 5 DISCONNECT TIMER AVAILABLE (D) 0/1 MESSAGE TIMER (MSGT) 2 ~ 120 NDA-24282 (E) NUMBER OF TRUNKS (CNT) 1~8 LOGICAL ROUTE NUMBER (LGRT) 1 ~ 254 TRUNK NUMBER (TK) 1 ~ 255 CHAPTER 7 Page 369 Revision 1.
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ALGNN: Assignment of Telephone Number Data for NDM ALGNN: Assignment of Telephone Number Data for NDM 1. General This command assigns the individual attendant identification number for Fusion service. The data assigned by this command is written in Network Data Memory (NDM) of the Network Control Node (NCN), updating the NDM at each Local Node (LN). 2. Precautions 1. The applicable tenant number (TN) range is designated by the ASYDN command, SYS 1, INDEX 8.
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ALGNN: Assignment of Telephone Number Data for NDM 4. Data Sheet USER GROUP NUMBER (UGN) TELEPHONE STATION NUMBER (TELN) MAX. 16 DIGITS 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 NDA-24282 (E) CHAPTER 7 Page 371 Revision 1.
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ALGSN: Assignment of Telephone Station Data for NDM ALGSN: Assignment of Telephone Station Data for NDM 1. General This command assigns the related data of the Telephone Number (TELN) corresponding to the physical station. The data assigned by this command is written in Network Data Memory (NDM) of the Network Control Node (NCN), updating the NDM at each Local Node (LN). 2. Precautions 1. The ALGSN command is used to assign the Telephone Number (TELN) for a Network Control Node (NCN). 2.
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ALGSN: Assignment of Telephone Station Data for NDM 3. Data Entry Instructions When assigning TYPE = 1 (LENS is used to specify the Telephone number) TYPE LENS 1 = LENS is used to specify the Telephone number 2 = STN is used to specify the Telephone number TYPE 1/2 USER GROUP NUMBER (UGN) 1 1 1 1 LENS of the physical station LINE EQUIPMENT NUMBER (LENS) TELEPHONE NUMBER (TELN) MAX.
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ALGSN: Assignment of Telephone Station Data for NDM 4. Data Sheet a. LENS is used to specify the Telephone number (TYPE = 1) TYPE USER GROUP NUMBER (UGN) 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 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 Page 374 Revision 1.0 TELEPHONE NUMBER (TELN) MAX.
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ALGSN: Assignment of Telephone Station Data for NDM b. STN is used to specify the Telephone number (TYPE = 2) TYPE USER GROUP NUMBER (UGN) 2 1 2 1 2 1 2 1 2 1 2 1 2 1 2 1 2 1 2 1 2 1 2 1 2 1 2 1 2 1 2 1 2 1 2 1 2 1 2 1 2 1 2 1 2 1 2 1 2 1 2 1 2 1 2 1 2 1 2 1 2 1 2 1 2 1 2 1 TELEPHONE NUMBER (TELN) MAX. 16 DIGITS NDA-24282 (E) TENANT NUMBER (TN) STATION NUMBER (STN) REMARKS CHAPTER 7 Page 375 Revision 1.
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PBX AND ACD COMMAND PROGRAMMING 2.2 ACD COMMANDS For NEAX2400 IMX Commands, see Section 2.1, “NEAX2400 IMX Commands” in this chapter.
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PBX AND ACD COMMAND PROGRAMMING 2.2.1 Command Relationships Each command consists of a name (four to six alphanumeric characters) which suggests its function and the parameters required for its execution. Table 7-3 describes the correspondence among the ACD and PBX commands. Each ACD command may involve the assignment or execution of PBX commands and/or other ACD commands.
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PBX AND ACD COMMAND PROGRAMMING 2.3 SETTING UP THE ACD ACD parameters are set up in Windows 95 and Windows 98 using popup Windows. From the folder containing the IMX installation/maintenance files, select the ACDMAT ACD MAT System option. HouseSwitch - NECAM:IMXZ 1.
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PBX AND ACD COMMAND PROGRAMMING The IMX ACD MAT menu is displayed. Double-click the icon corresponding to the function you wish to set. IMX ACD MAT File View Options MAT Report Window Help Ready To identify the function, place the cursor on the icon. The name of the function is displayed. Note: To use the ACD On-Line Help from any of the Windows, place the cursor in the box for the desired setting and press F1. NDA-24282 CHAPTER 7 Page 379 Revision 1.
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ACDTN: ASSIGNMENT OF ACD TENANT DATA ACDTN: Assignment of ACD Tenant Data 1. Function This command is used to assign, list, and print the following data for an ACD tenant: [1] [2] [3] [4] [5] [6] [7] [8] Tenant Number Tenant Name (optional) The number (maximum) of splits (per tenant) Default Language Operator Access Code IVR Pilot Number Outbound Answer Timer Agent Personal Queue Parameters: Announcement Number and Overflow/Forward Priority. Tenant data gives the user an identity within the ACD system.
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ACDTN: ASSIGNMENT OF ACD TENANT DATA 3. Parameters TENANT NUMBER: NAME: SPLITS: DEFAULT LANGUAGE: Tenant Number (1 to 10) Tenant Name (up to 20 characters) Maximum Split for Tenant (1 - 250) English Japanese Spanish Italian French German OPERATOR ACCESS CODE: Enter the operator access code programmed in the PBX subsystem (ASPA or ASPAN). IVR PILOT NUMBER: Number to access IVR directory numbers used by ACD ANSWER TIMER: Time (in seconds) after which an outbound call is assumed to have been answered.
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ACDTN: ASSIGNMENT OF ACD TENANT DATA 4. Assignment and Deletion Procedure These flow diagrams show the procedure used to assign and change Tenant Data for the Integrated ACD. DESCRIPTION START 1 ASYD 1 Assign the number of tenants (SYS1 index 8). 2 ACDTN 2 Assign the Tenant data. END DESCRIPTION START 1 ACDTN 1 Delete the Tenant data. END Figure 7-1 Assigning and Removing Tenant Data Information CHAPTER 7 Page 382 Revision 1.
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ACDTN: ASSIGNMENT OF ACD TENANT DATA Tenant Number (TN) 1-10 Number of Split 1-250 Tenant Name (NAME) Max. 20 characters Access Code of IVR (IVRNO) Outbound Answer Timer (ANSTM) 0-60 NDA-24282 Default Access Code Language for Operator 0-5 Call Personal Announcement Number (ANTNO) 0-58 Personal Queue Overflow/Forward Priority (PRI) 1-255 CHAPTER 7 Page 383 Revision 1.
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ACDSPL: ASSIGNMENT OF ACD SPLIT DATA ACDSPL: Assignment of ACD Split Data 1. Function This command is used to assign, list, print, and remove ACD split data. Each split is configured through this command for its answer mode, after call status, conditional thresholds, and operationally-related directory numbers and other split-related data.
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ACDSPL: ASSIGNMENT OF ACD SPLIT DATA Note 2: If COND= AGENTS AVAILABLE is selected, then this split will accept Conditional Queue calls, depending on the number of agents available in the split. Example: If “2” is entered as the number of agents that must be available in COND DETAIL, then there will have to be at least 2 agents available in the split before it will accept any Conditional Queue calls.
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ACDSPL: ASSIGNMENT OF ACD SPLIT DATA 16. Answer mode setting determines if a call is automatically connected following a zip tone or if the agent must manually answer the incoming call by pressing the ANSWER key. 17. A split can be set up so that agent priority queueing can be used if desired. 18. This split can be set up as a Hot Split if desired. 19. A CCV can be assigned for calls stranded in queue. 20.
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ACDSPL: ASSIGNMENT OF ACD SPLIT DATA 3.
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ACDSPL: ASSIGNMENT OF ACD SPLIT DATA 4. Assignment and Deletion Procedure These flow diagrams show the procedure used to assign and delete ACD split data. DESCRIPTION START 1 ACDTN 1 Assign the Tenant data. 2 ACDSPL 2 Assign the Split data. END DESCRIPTION START 1 ACDSPL 1 Remove the Split data. END Figure 7-2 Assigning and Removing ACD Split Data CHAPTER 7 Page 388 Revision 1.
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ACDLOG: ASSIGNMENT OF ACD RECEIVER ID CODE ACDLOG: Assignment of ACD Receiver ID Code 1. Function This command is used to assign, list, print, and remove logon data. Each agent logon identifies the user’s tenant, name, language preference, and personal Pilot number information, as well as the splits (with the associated priority level) the Logon ID is allowed to access, whether multisplit is allowed, and the personal assist and emergency numbers.
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ACDLOG: ASSIGNMENT OF ACD RECEIVER ID CODE 3.
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ACDLOG: ASSIGNMENT OF ACD RECEIVER ID CODE 4. Assignment and Deletion Procedure These flow diagrams show the procedure used to assign and delete ACD Agent Logon Data. DESCRIPTION START 1 ACDLOG 1 Assign the agent logon ID code (range 1 to 999999999). END DESCRIPTION START 1 ACDLOG 1 Remove the ACD agent logon ID code. END Figure 7-3 Assigning and Removing ACD Agent Logon ID Code NDA-24282 CHAPTER 7 Page 391 Revision 1.
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ACDPSN: ASSIGNMENT OF ACD POSITION DATA ACDPSN: Assignment of ACD Position Data 1. Function This command is used to assign, list, print, and remove ACD position data. Each position is identified by the tenant it belongs to, the number of its ACD line and the PBX line it may have, and what split(s) the position belongs to.
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ACDPSN: ASSIGNMENT OF ACD POSITION DATA 9. One of the following conditions must be met before using this command. • ACD line number and PBX line number are assigned using the ASDT command • ACD line number and PBX line number are assigned using the ALGSL command • ACD line number and PBX line number are assigned using the ALGSN command 10.The relationship between ACDLOG and ACDPSN is shown in Table 7-5.
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ACDPSN: ASSIGNMENT OF ACD POSITION DATA 4. Assignment and Deletion Procedure These flow diagrams show the procedure used to assign and delete ACD Agent Position data. DESCRIPTION START 1 ASDT 1 Assign the station numbers for the ACD line and the PBX line. 2 AKYD 2 Assign the key data for the ACD position. 3 ACDPSN 3 Assign the position data. END DESCRIPTION START 1 ACDPSN 1 Delete the ACD position data. 2 AKYD 2 Delete the key data.
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ACDCCV: ASSIGNMENT OF ACD CCV DATA ACDCCV: Assignment of ACD CCV Data 1. Function This command is used to assign, list, print, and remove Call Control Vectors. A Call Control Vector is a list of procedural instructions (or steps) for handling incoming ACD calls. The instructions defined by the Call Control Vector are sentence-based and can be combined to form many different sequences. Call Control Vectors provide the following functions for the ACD: • Queue a call to a particular split.
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ACDCCV: ASSIGNMENT OF ACD CCV DATA Call Control Vectors Tenant Number: CCV Index: Remove Call Control Vectors: Transfer Numbers List (1) CCV Action Argument 1 (2) 2 (3) 3 (4) 4 Close (5) 5 6 (6) 7 (7) 8 (8) 9 (9) 10 (10) Remove Logon? 2. Precautions 1. GOTO steps should be used with caution to avoid programming an infinite loop. 2. When a call rings at an Agent’s position, the call will not continue through the CCV steps because the call is considered complete. 3.
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ACDCCV: ASSIGNMENT OF ACD CCV DATA 3. Parameters ACDCCV TENANT NUMBER: CCV INDEX: CCV STEP: CCV ACTION: ARGUMENT: TRANSFER NUMBER: 1 ~ 10 1 ~ 900 1 ~ 20 See Table 7-6. See Table 7-6. Each represents a PBX number with a maximum of 22 digits. Table 7-6 CCV Parameters ACTION ARGUMENT Remarks 0 Blank – Vacant for future use 1 Pause 1-999 sec. Waiting time before the next step Announcement Announce No.
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ACDCCV: ASSIGNMENT OF ACD CCV DATA Table 7-6 CCV Parameters ACTION ARGUMENT Remarks 18 Tally Short Tally No. Up to four digits This step will send Tally to MIS. 19 Tally Long Tally No. Up to eight digit This step will send Tally to MIS. IVRDN IVR Access number (maximum. * This step must be assigned before IVR 5 digits) announcement.
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ACDCCV: ASSIGNMENT OF ACD CCV DATA 4. Assignment and Deletion Procedure These flow diagrams show the procedure used to assign and delete Call Control Vectors. DESCRIPTION START 1 Assign data for announcement trunks referenced by the CCV. 1 AADT/AADTN 2 ASDT 3 ACDPLT 3 Assign a pilot number to go to the CCV or to a Week Schedule that references the CCV. 4 ACDSPL 4 Assign data for any splits referenced by the CCV. 5 ACDCCV 5 Assign the CCV.
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ACDPLT: ASSIGNMENT OF ACD MONITOR NUMBER ACDPLT: Assignment of ACD Monitor Number 1. Function This command is used to assign, list, print, and remove ACD pilot data. This consists of a pilot number that designates the pilot to which ACD calls are routed and the Call Control Vector call processing path to be taken. Internal and Transfer Priorities can be designated as well as an optional pilot name.
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ACDPLT: ASSIGNMENT OF ACD MONITOR NUMBER 3. Parameters TENANT NUMBER: PILOT NUMBER: NAME: ROUTE TO: ROUTE TO: Tenant Number (1 to 10) The number used for the pilot in ACD call routing Pilot Name, up to 20 characters. Week Schedule (1-10) CCV index number (1-900) CCV step number (1-20) ALTERNATE NIGHT CCV: Night CCV Index and Step Number PRIORITY TRUNK: Priority at which ACD trunk calls are queued (1 to 250). INTERNAL: Priority with which internal calls are queued (1 to 250).
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ACDTG: ASSIGNMENT OF ACD TRUNK GROUP DATA ACDTG: Assignment of ACD Trunk Group Data 1. Function This command is used to assign, list, print, and remove ACD trunk group data. This data includes queue priority, circuit quantity, and an optional trunk group name.
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ACDTG: ASSIGNMENT OF ACD TRUNK GROUP DATA 4. Assignment and Deletion Procedure These flow diagrams show the procedure used to assign and delete ACD trunk group data. DESCRIPTION START 1 ACDTG 1 Assign the trunks as ACD circuits. END DESCRIPTION START 1 ACDTG 1 Remove the trunk group data. END Figure 7-7 Assigning and Removing ACD Trunk Group Data NDA-24282 CHAPTER 7 Page 403 Revision 1.
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ACDANA: ASSIGNMENT OF ACD ANALOG SPLIT ACCESS CODE ACDANA: Assignment of ACD Analog Split Access Code 1. Function This command is used to assign, list, print, and remove ACD Analog Agent access code data. These access codes enable agents using analog phones to perform many ACD features including logging on (with or without an ID), logging off, going into Ready, Work, and Break modes, entering tally codes, and reporting trunk troubles.
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ACDANA: ASSIGNMENT OF ACD ANALOG SPLIT ACCESS CODE ANNOUNCEMENT SUCCESS: Success Announcement or Tone 0 = Service Set Tone* 1~58 = Announcement No. programmed in AADT. An agent will be connected to the announcement upon successful operation. FAILURE: Failure Announcement or Tone 0 = Reorder Tone* 1~58 = Announcement No. programmed in AADT. An agent will be connected to the announcement upon failed operation. Note: Valid since PBX software Series 7400 and ACD software R3.
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ACDIVR: ASSIGNMENT OF ACD IVR DATA ACDIVR: Assignment of ACD IVR Data 1. Function This command is used to assign, list, print, and remove ACD Interactive Voice Response Unit (IVR) data. This command sets up IVR ports which will be used to play customized announcements or obtain dialed digit information from callers. IVR Data Tenant Directory Number Update Close Port List 2.
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ACDIVR: ASSIGNMENT OF ACD IVR DATA ACD IVR Integration Data Programming Sheet Tenant Number IVR Directory Number (TN) (IVR) 1 ~ 10 Up to 5 IVR Port Number (PORT) 1 ~ 255 NDA-24282 Remarks CHAPTER 7 Page 407 Revision 1.
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ACDHS: ASSIGNMENT OF ACD HOLIDAY SCHEDULE ACDHS: Assignment of ACD Holiday Schedule 1. Function This command is used to assign, list, print, and remove the CCVs for holiday schedules. Up to three different holiday schedules per tenant can be programmed for handling incoming calls. When a holiday is designated through the ACDHC command, calls are processed according to one of the three schedules for that day. This only applies to Pilot Numbers that use time-of-week scheduling.
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ACDHS: ASSIGNMENT OF ACD HOLIDAY SCHEDULE 4. Assignment and Deletion Procedure These flow diagrams show the procedure used to assign and delete ACD Holiday Schedule data. START DESCRIPTION 1 ACDWS 1 Assign the Week Schedule. 2 ACDHS 2 Assign the Holiday Schedule. 3 ACDHC 3 Assign the Holiday Calendar data (schedule plus holiday) END START 1 ACDHS DESCRIPTION 1 Remove the Holiday Schedule data.
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ACDHS: ASSIGNMENT OF ACD HOLIDAY SCHEDULE ACD Tenant (TN) 1 ~ 10 Schedule Number 1~3 CCV Start time (HOUR) 0 ~ 23 (MINUTE) 0 ~ 59 1 2 3 CHAPTER 7 Page 410 Revision 1.
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ACDHC: ASSIGNMENT OF ACD HOLIDAY CALENDAR ACDHC: Assignment of ACD Holiday Calendar 1. Function This command is used to assign, list, print, and remove Holiday Calendar information. The ACDHC command specifies days that calls are processed differently than on normal workdays (provided a Holiday Schedule is programmed). A Holiday Schedule only applies to pilot numbers that are using a Week Schedule (ACDPLT).
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ACDHC: ASSIGNMENT OF ACD HOLIDAY CALENDAR 4. Assignment and Deletion Procedure These flow diagrams show the procedure used to assign and delete ACD Holiday Calendar data. DESCRIPTION START 1 ACDWS 1 Assign the Week Schedule. 2 ACDHS 2 Assign the Holiday Schedule. 3 ACDHC 3 Assign the Holiday Calendar. END START 1 ACDHC DESCRIPTION 1 Remove the Holiday Calendar. END Figure 7-9 Assigning and Removing Holiday Calendar Information CHAPTER 7 Page 412 Revision 1.
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ACDHC: ASSIGNMENT OF ACD HOLIDAY CALENDAR ACD Holiday Calendar Data Programming Sheet ACD Tenant (TN) 1 ~ 10 Month and Day (MONTH) 1 ~ 12 DAY Schedule 1~3 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 NDA-24282 CHAPTER 7 Page 413 Revision 1.
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ACDWS: ASSIGNMENT OF ACD WEEK SCHEDULE ACDWS: Assignment of ACD Week Schedule 1. Function This command is used to assign, list, print and remove week schedule data. The ACDWS command is used to program the CCV by which all incoming calls are handled on a 24-hour basis. Week Schedules Tenant Number ACD FPC40 Update Schedule List Day CCV Index Time CCV Step 1 00.00 0 0 2 00.00 0 0 3 00.00 0 0 4 00.00 0 0 5 00.00 0 0 6 00.00 0 0 7 00.00 0 0 8 00.00 0 0 9 00.
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ACDWS: ASSIGNMENT OF ACD WEEK SCHEDULE 4. Assignment and Deletion Procedure These flow diagrams show the procedure used to assign and delete Week Schedule data. START DESCRIPTION 1 ACDPLT 1 Assign the pilot number to be routed to a Week Schedule. 2 ACDCCV 2 Assign the CCV data for call processing. 3 ACDWS 3 Access Week Schedule data for call processing. END START DESCRIPTION 1 ACDWS 1 Delete the Week Schedule data for call processing. 2 ACDCCV 2 Delete the related CCVs.
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ACDWS: ASSIGNMENT OF ACD WEEK SCHEDULE ACD Week Schedule Data Programming Sheet Tenant Number (TN) 1 ~ 10 Schedule Number (SCH) 1 ~ 10 Monday (MON) Tuesday (TUE) Wednesday (WED) Day of week (WEEK) Thursday (THU) Friday (FRI) Saturday (SAT) Sunday (SUN) CCV start time (TIME) CCV index 1 ~ 900 CCV step 1 ~ 20 CHAPTER 7 Page 416 Revision 1.
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ACDCOM: ACD COMMUNICATIONS DATA ACDCOM: ACD Communications Data 1. Function This command is used to set up the I/O ports that are to be used for the Management Information Service(s) (MIS) and for Infolink. Communication Data I/O Ports Type Speed 1 Trace Parameters Update Call Processing Close 2 MIS Errors 3 List 4 Trace Destination 5 Buffer I/O Port 6 Clock Adjustment Update Communication? 2.
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SYSTEM INFORMATION System Information This screen sets the parameters for optimal functioning of the ACD in the IMX System. From the System Data screen, User Settings, Tenant Settings and Time Out Settings are established. Using the system defaults for User and Time Out Settings is highly recommended. User Settings 1. Function This command maintains the ACD’s system data for User Data.
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SYSTEM INFORMATION Orig Detail Codes: Trim CP Trace Space: Large CP Trace Buffer: Yes/No (Default = No) Yes/No (Default = No) Yes/No (Default = Off) Dash Min Len: Index 1 ~ 5: 1 to 16 (Default = 7) 0 to 11 Incoming Call Msg: Outbound Call Disp: Reclaim IVR Call to: Work Key Press: MIS Split Capacity: Use Infolink Split Information: IQ or Iq IZ or Iz Music/Ring Back Ready Mode/Disable Timer 4/16 (Default = 4) No/Yes Tenant Settings 1.
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SYSTEM INFORMATION Time Out Settings 1. Function This command maintains the ACD’s system data for time out information. It allows custom programming of some timers used by the ACD. This data is critical to the operation of the ACD and should be modified with extreme caution. Note: Using the system defaults for Time Out Settings is highly recommended. Information on this screen should only be modified at the direction of a NEC Technical Support Associate.
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SYSTEM INFORMATION Monitor: OAI Release: IVR Reclaim Call: Call Recover: Status Check: 5 to 15 3 to 15 3 to 15 3 to 15 3 to 15 NDA-24282 CHAPTER 7 Page 421 Revision 1.
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ACD BACKUP ACD Backup 1. Function This function provides the ability to save/restore the entire ACD database. The ACD database should be backed up frequently. 2. For External ACD To back up the External ACD, use the Database Backup/Restore screen accessed using the ACD MAT Screen. Database Backup/Restore 08:54AM 12/29/99 Operation BACKUP List RESTORE EXAMINE VERIFY Close Database File Directory PathName \ ACD4LD2 . Browse...
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ACD BACKUP MEM_HDD File View Houseswitch Help MEM_HDD (Data control between Memory and HDD) Direction Select Data Type Select Memory to Hard Disk Data Memory Hard Disk to Memory Name Display Verify HDD against MEM Wireless Call Forwarding Auto Verify Afterward Call Forwarding LP Select Speed Calling LP Select Start Close User Assign Key LP Select Number Sharing LP Select ✓ ACD Data Memory Processing Status Log A c tio n / In fo rm a tio n Call Back LP Select D ire ctio n D ata T y p e IN
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This page is for your notes. CHAPTER 7 Page 424 Revision 1.
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CHAPTER 8 SYSTEM OPERATIONS 1. GENERAL This chapter explains the operating methods of the NEAX2400 CallCenterWorX-Enterprise ACD System. • Operation of Dterm agent position/supervisory position Log On/Log Off Answer Mode Work Mode Break Mode Tally Count Trunk Trouble Report Call Transfer Night Service Assistance Emergency/Recorder Monitoring/Supervisory Override • ACD system restart processing For operation management, refer to the NEAX2400 IMX System Operations and Maintenance Manual.
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SYSTEM OPERATIONS 2. OPERATION OF DTERM AGENT POSITION/SUPERVISORY POSITION 2.1 LOG ON/LOG OFF Use the following procedures to start or end work by logging on or off. (a) When ID Code is Required START Log On (Start of work) When VACANT is displayed, press the LOG ON/OFF key. The lamp illuminates and LOG ON ID? is displayed. Enter the ID code of the agent and press the # key. The dialed digits are displayed. HELLO XXXX (Agent Name) is displayed.
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SYSTEM OPERATIONS (b) When ID Code is not Required START Log On (Start of work) When VACANT is displayed, press the LOG ON/OFF key. The lamp illuminates and HELLO is displayed. The split name is displayed, then, AUTO ANSWER or MAN ANSWER is displayed according to the program mode of the split to which the agent belongs, and WORK MODE is displayed. Press the WORK key. READY is displayed. Log Off (End of work) Press the LOG ON/OFF key.
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SYSTEM OPERATIONS 2.2 ANSWER MODE The following procedures are used to set the ACD call answering mode of each agent position to automatic or manual. (a) ACD Call Automatic Answer Mode START From the manual answer mode, press the AUTO/MAN key. The lamp lights and AUTO ANSWER is displayed. The agent enters the ACD call automatic answer mode. When an ACD call comes in, a zip tone is received. Monitor number name/Split name/Trunk group name, waiting time in the queue, and calling party’s number, etc.
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SYSTEM OPERATIONS 2.3 WORK MODE (a) Work mode manual setting Use the following procedure to enter Work mode when the contents of the ACD call requires it. START Press the WORK key during communication with an ACD call. The lamp lights up and WORK PENDING is displayed. Press the RELEASE key. WORK MODE is displayed, indicating the Work mode. (End of work) Press the WORK key. The lamp goes off and READY is displayed. Work mode ends, and the position becomes available for receiving the next ACD call.
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SYSTEM OPERATIONS 2.4 BREAK MODE When it is required to leave the position unattended for a lunch or similar break, use the following procedure to activate the Break mode in which the ACD call handling services can be interrupted temporarily. (a) Set/reset during Communication with ACD Call START On handling an ACD call, press the BREAK key. The lamp lights and BREAK PENDING is displayed. Press the RELEASE key. ON BREAK is displayed, indicating Break mode. (Break) Press the BREAK key.
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SYSTEM OPERATIONS (c) Set/reset in Work Mode START Press the BREAK key. The lamp lights and ON BREAK is displayed. (Break) Press the BREAK key. The lamp goes off, and BREAK OVER XX:XX (time spent on break in minutes and second) is displayed. Note 1 Break mode ends, and the position returns to the Work mode (WORK MODE is displayed). END Note 1: The period of time in break mode is displayed for 99 minutes and 59 seconds. When 99 min. and 59 sec. passes, the part of indicating “Minute” is displayed as “**”.
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SYSTEM OPERATIONS 2.7 CALL TRANSFER Use the following procedure to transfer an ACD call to another split. START Press the XFER key. Special Dial Tone (SPDT) is heard. XFR (D term Series III) or XFR OPE (Dterm Series E) is displayed. Dial the ACD monitoring number of the transfer destination split. The call is immediately connected to one of the idle stations in the transfer destination split.
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SYSTEM OPERATIONS 2.9 ASSISTANCE The agent position can request assistance from a supervisor during an ACD call. START The agent position presses the ASSIST key. ASSIST XXXX (Supervisory position name for the position with ID code or the ACD line number for the position without ID code) is displayed. The supervisor answers the assistance call. ASSIST XXXX (Agent position name for the position with ID code or the ACD line number for the position without ID code) is displayed.
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SYSTEM OPERATIONS 2.11 MONITORING/SUPERVISORY OVERRIDE With the following procedure, the supervisory position can monitor a conversation between an agent position and ACD caller at any time, and can join the call by overriding if required. START Monitoring Place Supervisor into the “Work” mode. Supervisory presses the MON/BARGE key. The lamp blinks. MONITOR NUMBER? is displayed.
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CHAPTER 9 SYSTEM MAINTENANCE 1. GENERAL This chapter explains the maintenance, diagnostics from system messages and fault recovery procedure respectively of the NEAX2400 CallCenterWorX-Enterprise ACD System. If any fault has been discovered in the course or as a result of maintenance operations, it should be diagnosed and repaired by referring to system messages concerned and the fault recovery procedure. 2. MAINTENANCE Daily Maintenance System Messages for ACDP and MIS Routine Maintenance 3.
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SYSTEM MAINTENANCE 2. MAINTENANCE 2.1 DAILY MAINTENANCE The daily maintenance of the ACD System consists of the following checking. Checking if the following system messages related to ACD system is displayed. 4-R: TCP/IP Link Failure 65-Q: ACD-MIS LOCK UP 6H: Bad Call Notification (ACD) 26-V: LAN Interface Error Report 2.1.
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SYSTEM MAINTENANCE 3. SYSTEM MESSAGES 3.1 SYSTEM MESSAGES AND THEIR MEANINGS The system messages shown in Table 9-2 is displayed when faults occur with the ACD within the IMX system. This table shows the system messages and their meaning. Table 9-2 System Messages for MIS SYSTEM MESSAGE MEANING FAULT CONTENTS 4-R TCP/IP Link Failure A fault has occurred to the UAP or to the line connected with the external computer.
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SYSTEM MAINTENANCE 3.2 MESSAGE DETAIL DATA This section describes the detailed information on the faults indicated by system messages (message detail data). TCP/IP Link re 3.2.1 MESSAGE DETAIL DATA OF SYSTEM MESSAGE “4-R” System Message 4-R: TCP/IP Link Failure 1. Print-out Format SYSTEM MESSAGE 4 - R NEC - ESD 1: xx 1 xx xx 2 3 xx xx 4 TCP/IP Link Failure DEC 22 21:32 xx xx xx 6 7 8 5 2: xx 9 xx xx xx xx xx xx xx 10 11 12 13 14 16 15 2.
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SYSTEM MAINTENANCE Fault logical channel number (LCID): 4 01~10H (00 means the data is invalid) Relation between LCID and PBX TCP port number LCID TCP port number of the PBX 01 60030 When the PBX software Series 7300 and the ACD software R2 or the later software are installed Fault port number: Communication Protocol: Error Code (ERR): 1 2 3 2 PROTOCOL 3 ERROR CODE 03 0-5 03 = ETHER + TCP/IP Refer to the table below CONTENT OF FAULT TCP Connection disconnected (Normal) Note 1 01 12 (0C) Abn
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SYSTEM MAINTENANCE : ACD-MIS K UP 3.2.2 MESSAGE DETAIL DATA OF SYSTEM MESSAGE “5-Q” System Message 5-Q: ACD-MIS LOCK UP This message is output when the PBX software release 5 and the ACD software release 1 or the later software are installed. (1) Print-out Format SYSTEM MESSAGE 5 - Q NEC - ESD 1: 00 00 00 00 00 ACD-MIS LOCK UP MAY 11 22:30 00 00 00 2: 00 00 00 00 00 (2) Print-out information (typical) Each data is always displayed as “0”. CHAPTER 9 Page 440 Revision 1.
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SYSTEM MAINTENANCE Bad fication D) Call 3.2.3 MESSAGE DETAIL DATA OF SYSTEM MESSAGE “6-H” System Message 6-H: Bad Call Notification (ACD) 1. Print-out Format SYSTEM MESSAGE 6 - H NEC - ESD 1: xx 1 BAD CALL NOTIFICATION AUG 14 17:00 xx xx xx xx xx xx xx 2 3 4 5 6 7 8 2: xx 9 xx xx xx xx xx xx xx 10 11 12 13 14 15 16 2.
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SYSTEM MAINTENANCE 13 ~ 16 : [When 3 : 4 : Information on Held Party or 3rd Station/Trunk in 3-party connection – Station 13 ~ 15 : Station No. 16 : 00 – Trunk 13 ~ 14 : Route No. 15 ~ 16 : Trunk No. 2 = 14 (Hex)] Issue of ACDP (First digit of decimal place) Issue of ACDP (Second digit of decimal place) [When 2 =21 (Hex)] 3 ~ 6 : Information on Calling Party – Station 3 ~ 5 : My Line No. (Station) 6 : 00 – Trunk 3 ~ 4 : Route No. 5 ~ 6 : Trunk No. 7 ~ 8 : 00 00 9 ~ 12 : Information on Unknown Pilot No.
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SYSTEM MAINTENANCE 3. Bad Call Notification Codes. Print code Tally-Oh Ref. No.
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SYSTEM MAINTENANCE 4. Auto-Print and Tally-Oh Codes Some Bad Call Notifications are always printed on the MAT because of their importance. These codes are marked as Auto-print in the above table. All codes not marked Auto-print are turned off when ACD is initialized, but can be manually turned on using the Tally-Oh code 075. To use, press the Tally key on any agent or supervisor phone and enter: • 075; • the two-digit reference number listed in the above table; • either 0 (Off) or 1 (On); • the # key.
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SYSTEM MAINTENANCE • Supervisor 3888 used Tally-Oh code to force agent 3005 into work mode. 1: 20 13 3A A5 00 00 00 00 2: 38 88 00 00 00 00 00 00 • The ACD has started the initialization process of release 2.12. Last initialization (prior to this one) was on September 25 at 7:15 pm. This msg will be followed by the number 33 ACD Initialization Complete msg. 1: 20 14 02 12 00 00 00 00 2: 00 00 00 00 00 00 00 00 • The ACD has exhausted available memory, new trunks will not be accepted.
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SYSTEM MAINTENANCE • Call was recovered after ringing too long at an agent’s ACD line. The ringing time can be set with the ACDSPL MAT command. The agent was 4301, the ringing time was 45 seconds, the split number was 2, the calling party was station 5800, and the held party was route 17 trunk 4. 1: 20 29 43 A1 00 00 45 02 2: 58 AA 00 00 00 17 00 04 • The ACD detected corruption in the list of critical pointers. The pointer was 8000:1234 and the corruption type was #2.
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SYSTEM MAINTENANCE : face ort LAN Error 3.2.4 MESSAGE DETAIL DATA OF SYSTEM MESSAGE “26-V” System Message 26-V: LAN Interface Error Report (OAI/MIS) This message is output when the PBX software Series 7300 and the ACD software release 2 or the later software are installed. 1. Print-out Format SYSTEM MESSAGE 26 - V NEC - ESD TCP/IP Part 1: xx xx xx xx xx xx 1 2 3 4 5 6 xx xx 7 8 LAN INTERFACE ERROR REPORT JULY 25 19:30 Application Part 2: xx xx xx 00 00 00 00 00 9 10 11 12 13 14 15 16 2.
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SYSTEM MAINTENANCE 4. FAULT DIAGNOSTICS 4.1 FAULT INFORMATION AND FAULT DIAGNOSTICS Alarms are indicated or system messages are displayed if errors occur within the NEAX2400 IMX CallCenter WorX-Enterprise (ACD) system. By collecting fault information promptly, the fault can be diagnosed and recovery operations can be started quickly. Figure 9-2 shows the flow from the occurrence of a fault to its diagnostics.
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SYSTEM MAINTENANCE 4.2 DIAGNOSTICS FROM SYSTEM MESSAGES Figure 9-3 shows the operations from the diagnostics based on system messages to the identification of the cause of fault. Diagnostics from System Message Determination of Faulty Circuit Card or Equipment Identifies the cause of fault by analyzing the displayed system message 4-R “TCP/IP Link Failure” – See Sections 4.2.1 and 3.2.1. 5-Q “ACD MIS LOCK UP” 6-H “Bad Call Notification” – See the “NEAX2400 IMX System Operations and Maintenance Manual”.
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SYSTEM MAINTENANCE 4.2.1 TCP/IP LINK FAILURE For details of System Massage “4-R” and “26-V”, see Section 3.2.1 and Section 3.2.3 in this Chapter. START According to each fault situation, perform the repairing procedure referring to the table below. 1. When the PBX software Series 7300 and the ACD software R1 or the earlier software are installed.
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SYSTEM MAINTENANCE 4.2.2 BAD CALL NOTIFICATION Perform the diagnostic work followed by “System Operations and Maintenance Manual”. 5. FAULT RECOVERY PROCEDURE 5.1 BEFORE STARTING FAULT RECOVERY After the fault diagnostics based on fault information such as the alarm and system messages, the next procedure to be done is the fault recovery. Before proceeding to this, it is required to examine when it should be started by comparing the emergency of repair and its influences.
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SYSTEM MAINTENANCE 5.3 MIS FAULT RECOVERY PROCEDURES This paragraph describes the fault recovery procedures related to the MIS in the order shown below. 1. MIS Restart Processing Step 1: By selecting MIS System Stop, cause the MIS to cease operating. Step 2: Turn off the power supply to the MIS. After 5 ~ 6 seconds, turn on the power supply again. Step 3: The MIS starts up. Step 4: Perform operation tests of the MIS. 2.
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APPENDIX A GLOSSARY ACD Automatic Call Distribution. ACDP Automatic Call Distribution Processor. (For the NEAX2400 IMX, the ACDP is built in the CPU of the PBX) ACD line Virtual line of an ACD position. ACD MAT Maintenance Administration Terminal (MAT) on which the ACD commands are loaded. After call mode Selection of ACD position availability after ACD call completion. In Work mode, an ACD position becomes unavailable to receive ACD calls upon release from the previous ACD call.
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GLOSSARY Logon required Specifies whether ID entry is required for an ACD position to gain access to the ACD system. MAT Maintenance Administration Terminal. Maximum queue depth The number of calls that can be placed in queue. MIS Management Information System. MIS I/O port Designates the I/O port(s) used for MIS. PBX line The My Line of an ACD position. Pilot number A number used for routing calls to a CCV or a Week Schedule.
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APPENDIX B FIELD VALUES FOR ACD SCREENS Table B-1 Field Values for ACD Screens (1/8) FIELD NAME DESCRIPTION VALUES ACD Line Line that receives all of the ACD calls for this position (via pilot numbers). (Virtual line) Up to 5 digits After call mode The state the position will be in after finishing a call from this split. If available mode is selected, the position will become available/ available immediately upon disconnect from the previous work call.
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FIELD VALUES FOR ACD SCREENS Table B-1 Field Values for ACD Screens (2/8) FIELD NAME DESCRIPTION VALUES DEFAULT REQUIRED SETTING /OPTIONAL Answer mode Determines how the position can answer ACD calls for this split. If Manual is selected, the position must answer calls manually by pressing the Answer button or the ACD Line key. If Auto is selected, calls are connected automatically; the position will hear Zip Tone when a new call is connected.
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FIELD VALUES FOR ACD SCREENS Table B-1 Field Values for ACD Screens (3/8) FIELD NAME CCV step DESCRIPTION VALUES One of up to 20 steps in a Call Control Vector. (See ACDCCV See below command for details.) Possible steps are listed below.
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FIELD VALUES FOR ACD SCREENS Table B-1 Field Values for ACD Screens (4/8) FIELD NAME Default language DESCRIPTION The language used on a logged-off ACD position. VALUES DEFAULT REQUIRED SETTING /OPTIONAL English/ Japanese/ Spanish/ Italian/ French/ German English required Queue/ Do Not Queue Queue required up to 5 digits none optional Do Not Disturb Specifies how ACD calls will be handled when there are no positions logged onto the split.
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FIELD VALUES FOR ACD SCREENS Table B-1 Field Values for ACD Screens (5/8) FIELD NAME DESCRIPTION VALUES DEFAULT REQUIRED SETTING /OPTIONAL IVR directory The PBX directory number that allows ACD to access a port number on an Interactive Voice Response (IVR) unit. up to 5 digits none required IVR pilot number The PBX directory number used by ACD to access ports on an Interactive Voice Response (IVR) unit.
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FIELD VALUES FOR ACD SCREENS Table B-1 Field Values for ACD Screens (6/8) FIELD NAME Personal emergency request number DESCRIPTION Overrides the emergency request number programmed in ACDSPL. VALUES DEFAULT REQUIRED SETTING /OPTIONAL up to 5 digits none optional Personal pilot Defines the number programmed in AMNO/AMNOL/ number AMNON. (Not programmed in ACDPLT.
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FIELD VALUES FOR ACD SCREENS Table B-1 Field Values for ACD Screens (7/8) FIELD NAME Splits (ACDLOG) DESCRIPTION Designates what splits are allowed. VALUES DEFAULT REQUIRED SETTING /OPTIONAL All, or up to 4 different splits All required 1 ~ 250 or Any 1 required Stranded calls Designates the CCV index to use when recovering stranded CCV index calls. (0 = not used.
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FIELD VALUES FOR ACD SCREENS Table B-1 Field Values for ACD Screens (8/8) FIELD NAME DESCRIPTION Week schedule number Number that reference a week schedule. Work mode Work mode timeout APPENDIX B Page 462 Revision 1.0 VALUES DEFAULT REQUIRED SETTING /OPTIONAL 1 ~ 10 1 required A mode that exempts the agent/position from receiving ACD calls in queue without logging out. Restricted or allowed on a per-split basis.
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APPENDIX C ACD SERVICE IN FUSION NETWORK The table below shows Available or Not Available for each ACD feature described in Chapter 5 when those services are activated between two fusion nodes within a Fusion Network.
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ACD SERVICE IN FUSION NETWORK Table C-1 ACD Service List in Fusion Network (Continued) : Available, × : Not available, – : Not applicable FCCS FEATURE CODE SERVICE NAME Series Series 7300 7300 (Release 7) (Release 5) or later or earlier (Note) F-10A Function Groups (Splits) - ACD × F-25A Flexible ID Codes - ACD – – H-20A Holiday Scheduling - ACD – – H-31A Hot Split - ACD × I-99A Infolink Data Messages - ACD – L-19A Logon/Logoff Position - ACD – L-48A Language Default - ACD – – L-
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ACD SERVICE IN FUSION NETWORK Table C-1 ACD Service List in Fusion Network (Continued) : Available, × : Not available, – : Not applicable FCCS FEATURE CODE SERVICE NAME Series Series 7300 7300 (Release 7) (Release 5) or later or earlier (Note) T-24A Trunk Trouble Report - MIS - ACD – T-49A Tally Count - ACD – T-50A Time of Day/Week Routing - ACD – – T-85A Tally Required - ACD × × W-5A Work Mode - ACD – W-6A Work Mode Time Limit - ACD – Z-1A Zip Tone - ACD – Note: When the “AGENT
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This page is for your notes. APPENDIX C Page 466 Revision 1.