Benutzerhandbuch für NEC 2400IMX

Inhaltsverzeichnis

• Table of Contents

  10
• List of Figures

  16
• List of Tables

  18
• Chapter 1 Introduction

  20
  • 1. General

    20
    • 1.1 Configuration of this Manual

      20
    • 1.2 Related Reference Manuals

      21
    • 1.3 Precaution on Using the ACD Features

      21
• Chapter 2 General Information

  22
  • 1. General

    22
    • 1.1 System Specifications

      22
    • 1.2 Glossary of Terms

      22
  • 2. System Specifications

    23
    • 2.1 General

      23
    • 2.2 Functional Outline

      24
    • 2.3 System Configuration

      25
      • 2.3.1 System Capacity

        28
    • 2.4 MIS

      29
    • 2.5 Interface Between ACD and MIS

      29
    • 2.6 Equipment Related to ACD System

      29
      • 2.6.1 Agent Position

        29
      • 2.6.2 Supervisory Position

        32
  • 3. Glossary of Terms

    33
• Chapter 3 Installation

  38
  • 1. General

    38
  • 2. Precautions

    38
    • 2.1 Essential/Critical Information

      38
  • 3. Installation Procedures

    40
    • 3.1 Peripheral Equipment Installation

      40
  • 4. System Start-Up Procedure for Adding ACD Features

    53
    • 4.1 ACD Software Installation

      53
    • 4.2 Basic Data Assignment for Start-Up

      55
  • 5. Upgrading ACD System from NEAX2400 ICS to NEAX2400 IMX

    56
    • 5.1 Hardware and Software Requirements

      56
    • 5.2 Upgrading Procedure

      58
• Chapter 4 Switch Setting of ACD Circuit Cards

  60
  • 1. General

    60
  • 2. Explanation of ACD Circuit Cards

    61
    • PA-CP53 (CPU)

      62
    • PH-PC22 (EAPI)

      68
    • PH-PC27 (EAPI)

      73
    • PA-AL16 (ALMC)

      78
    • PH-PC21 (APINT)

      83
    • PA-PC56-A (COPY)

      87
    • PA-CP54 (CPU)

      91
    • PA-ME34 (CRAM)

      98
    • PA-IO02-A (IOC)

      102
    • PH-BS16 (PBI)

      109
    • PA-GT17 (SPGT)

      114
    • PA-16ELCDD (ELC)

      118
    • PA-16ELCH (16ELC)

      130
    • PA-16ELCJ (16ELC)

      143
    • PA-4DATA (4DAT)

      154
    • PA-4DATB (DAT)

      164
    • PA-4DTLA (4DTL)

      174
    • PA-CC98 (ETHER)

      182
    • PA-GT16 (MBB)

      189
• Chapter 5 Office Data Design

  194
  • 1. General

    194
  • 2. Basic Office Data Assignment

    194
    • 2.1 Back-Up UCD

      195
    • 2.2 ACD In a Fusion Network Data Assignment

      200
      • 2.2.1 ACD Trunk In a Fusion Network

        203
      • 2.2.2 Multiple ACDPs In a FuSion Network

        205
  • 3. ACD Service Feature

    215
    • A-31A

      218
      • Abandoned Call Search - ACD

        218
    • A-34A

      219
      • Assistance - ACD Agent - ACD

        219
    • A-35A

      221
      • Automatic Answer - ACD

        221
    • A-37A

      223
      • Availability - ACD Position - ACD

        223
    • A-80A

      225
      • Announcements - ACD

        225
    • A-85A

      227
      • Agent Personal Queue - ACD

        227
    • A-86A

      230
      • Auto Work Mode for PBX Calls - ACD

        230
    • A-91A

      231
      • Analog ACD Position - ACD

        231
    • A-93A

      233
      • Alternate Night CCV - ACD

        233
    • A-133A

      234
      • Agent Anywhere - ACD

        234
    • B-20A

      236
      • Break Mode - ACD

        236
    • B-21A

      238
      • Bad Call Notifications - ACD

        238
    • C-35A

      239
      • Call Distribution to Agents - ACD

        239
    • C-67A

      241
      • Call Transfer to Split Queue - ACD

        241
    • C-68A

      243
      • Call Waiting Indication - LCD Display/CW Lamp - ACD

        243
    • C-70A

      244
      • Calling Party Identification - ACD

        244
    • C108A

      246
      • Call Control Vector - ACD

        246
    • C-110A

      254
      • Call Waiting Lamp with Chime - ACD

        254
    • C127A

      255
      • Call Forwarding - Split - ACD

        255
    • C-191A

      257
      • Call Recover - ACD

        257
    • C-199A

      258
      • Connection Displays - ACD

        258
    • D-133A

      261
      • Do Not Disturb - Split - ACD

        261
    • E-6A

      263
      • Emergency/Recorder - ACD

        263
    • F-10A

      267
      • Function Groups (Splits) - ACD

        267
    • F-25A

      268
      • Flexible ID Codes - ACD

        268
    • H-20A

      270
      • Holiday Scheduling - ACD

        270
    • H-31A

      271
      • Hot Split - ACD

        271
    • I-99A

      273
      • Infolink Data Messages - ACD

        273
    • L-19A

      276
      • Logon/Logoff Position - ACD

        276
    • L-48A

      278
      • Language Default - ACD

        278
    • L-92A

      279
      • Logoff Warning - ACD

        279
    • M-28A

      280
      • Monitoring - ACD Supervisor - ACD

        280
    • M-29A

      283
      • Multiple Customer Groups - ACD

        283
    • M-79A

      285
      • Multiple Supervisor Groups (Splits) - ACD

        285
    • M-88A

      287
      • MIS Operator Selection - ACD

        287
    • M-89A

      288
      • Monitor Me - ACD

        288
    • M90A

      290
      • Multi-Split Agent - ACD

        290
    • N12A

      294
      • Night Service - ACD

        294
    • N-14A

      296
      • Non-ACD Call - ACD

        296
    • O-10A

      297
      • Overflow - ACD

        297
    • O-19A

      298
      • Overflow Outside - ACD

        298
    • P-21A

      299
      • Priority Queuing - ACD

        299
    • P-40A

      301
      • Pilot Numbers - ACD

        301
    • P-45A

      302
      • Personal Emergency and Assist - ACD

        302
    • Q-1A

      304
      • Queuing - ACD

        304
    • R-19A

      307
      • Release - ACD Position - ACD

        307
    • R-145A

      308
      • Ring Delay - ACD

        308
    • S-91A

      309
      • Splits - ACD

        309
    • S-97A

      313
      • Split Display - ACD Position - ACD

        313
    • S-98A

      314
      • Split Selection - ACD

        314
    • S-108A

      315
      • Stranded Call Routing - ACD

        315
    • T-24A

      316
      • Trunk Trouble Report - MIS - ACD

        316
    • T-49A

      317
      • Tally Count - ACD

        317
    • T-50A

      318
      • Time of Day/Week Routing - ACD

        318
    • T-51A

      319
      • Tally-Oh Codes - ACD

        319
    • T-85A

      324
      • Tally Required - ACD

        324
    • V-10

      325
      • VARIABLE QUEUEING

        325
    • W-5A

      326
      • Work Mode - ACD

        326
    • W-6A

      328
      • Work Mode Time Limit - ACD

        328
    • Z-1A

      329
      • Zip Tone - ACD

        329
• Chapter 6 ACD Service Features Functional Test Procedures

  330
• Chapter 7 PBX and ACD Command Programming

  352
  • 1. General

    352
  • 2. Commands

    352
    • 2.1 NEAX2400 IMX Commands

      352
    • ASYD

      353
      • Assignment of System Data

        353
    • ASYDL

      357
      • Assignment of System Data into Local DM (LDM)

        357
    • ASYDN

      360
      • Assignment of System Data in NDM

        360
    • AOKC

      361
      • Assignment of OAI Key Code

        361
    • ASDT

      363
      • Assignment of Station Data

        363
    • ASFC

      365
      • Assignment of Service Feature Restriction Class Data

        365
    • AKYD

      367
      • Assignment of Key Data for Dterm

        367
    • AMNO

      373
      • Assignment of Monitored Number

        373
    • AMNOL

      375
      • Assignment of Monitored Number for LDM

        375
    • AMNON

      377
      • Assignment of Monitored Number for NDM

        377
    • ACNO

      379
      • Assignment of Conversion Number Data

        379
    • ACNOL

      381
      • Assignment of Conversion Number Data for LDM

        381
    • ACNON

      383
      • Assignment of Conversion Number Data for NDM

        383
    • AADT

      385
      • Assignment of Announcement/Dictation Trunks

        385
    • AADTN

      387
      • Assignment of Announcement/Dictation Trunks for NDM

        387
    • ALGNN

      389
      • Assignment of Telephone Number Data for NDM

        389
    • ALGSN

      391
      • Assignment of Telephone Station Data for NDM

        391
    • 2.2 ACD Commands

      395
      • 2.2.1 Command Relationships

        396
    • 2.3 Setting Up the ACD

      397
    • ACDTN

      399
      • Assignment of ACD Tenant Data

        399
    • ACDSPL

      403
      • Assignment of ACD Split Data

        403
    • ACDLOG

      408
      • Assignment of ACD Receiver ID Code

        408
    • ACDPSN

      411
      • Assignment of ACD Position Data

        411
    • ACDCCV

      414
      • Assignment of ACD CCV Data

        414
    • ACDPLT

      419
      • Assignment of ACD Monitor Number

        419
    • ACDTG

      421
      • Assignment of ACD Trunk Group Data

        421
    • ACDANA

      423
      • Assignment of ACD Analog Split Access Code

        423
    • ACDIVR

      425
      • Assignment of ACD IVR Data

        425
    • ACDHS

      427
      • Assignment of ACD Holiday Schedule

        427
    • ACDHC

      430
      • Assignment of ACD Holiday Calendar

        430
    • ACDWS

      433
      • Assignment of ACD Week Schedule

        433
    • ACDCOM

      436
      • ACD Communications Data

        436
      • System Information

        437
      • ACD Backup

        441
• Chapter 8 System Operations

  444
  • 1. General

    444
  • 2. Operation of Dterm Agent Position/Supervisory Position

    445
    • 2.1 Log On/Log Off

      445
    • 2.2 Answer Mode

      447
    • 2.3 Work Mode

      448
    • 2.4 Break Mode

      449
    • 2.5 Tally Count

      450
    • 2.6 Trunk Trouble Report

      450
    • 2.7 Call Transfer

      451
    • 2.8 Night Service

      451
    • 2.9 Assistance

      452
    • 2.10 Emergency/Recorder

      452
    • 2.11 Monitoring/Supervisory Override

      453
  • 3. ACD System Restart Processing

    453
• Chapter 9 System Maintenance

  454
  • 1. General

    454
  • 2. Maintenance

    455
    • 2.1 Daily Maintenance

      455
      • 2.1.1 The Relationship between System Messages and Lamp Indications

        455
  • 3. System Messages

    456
    • 3.1 System Messages and Their Meanings

      456
    • 3.2 Message Detail Data

      457
      • 3.2.1 Message Detail Data of System Message “4-R”

        457
      • 3.2.2 Message Detail Data of System Message “5-Q”

        459
      • 3.2.3 Message Detail Data of System Message “6-H”

        460
      • 3.2.4 Message Detail Data of System Message “26-V”

        466
  • 4. Fault Diagnostics

    467
    • 4.1 Fault Information and Fault Diagnostics

      467
    • 4.2 Diagnostics from System Messages

      468
      • 4.2.1 TCP/IP Link Failure

        469
      • 4.2.2 Bad Call Notification

        470
  • 5. Fault Recovery Procedure

    470
    • 5.1 Before Starting Fault Recovery

      470
    • 5.2 ACD SYSTEM FAULT RECOVERY PROCEDURES

      470
    • 5.3 MIS Fault Recovery Procedures

      471
• Appendix A Glossary

  472
• Appendix B Field Values for ACD Screens

  474
• Appendix C ACD Service in Fusion Network

  482