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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 em- ployees 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. term NEAX and D are registered trademarks of NEC Corporation. CAUTION: The use of a monitoring, recording or listening d
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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) Page A-93A Alternate Night CCV - ACD. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 214 A-133A Agent Anywhere - ACD. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 215 B-20A Break Mode - ACD . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 217 B-21A Bad Call Notifications - ACD . . . . . . . . .
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TABLE OF CONTENTS (CONTINUED) Page V-10 VARIABLE QUEUEING . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 306 W-5A Work Mode - ACD. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 307 W-6A Work Mode Time Limit - ACD . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 309 Z-1A Zip Tone - ACD. . . . . . . . . . . . . . . . . . . . . .
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TABLE OF CONTENTS (CONTINUED) Page ACDSPL Assignment of ACD Split Data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 384 ACDLOG Assignment of ACD Receiver ID Code. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 389 ACDPSN Assignment of ACD Position Data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 392 ACDCCV Assignment of ACD CCV Data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
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TABLE OF CONTENTS (CONTINUED) Page 4.2.1 TCP/IP Link Failure . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 450 4.2.2 Bad Call Notification. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 451 5. Fault Recovery Procedure . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 451 5.1 Before Starting Fault Recovery . . . . . . . .
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LIST OF FIGURES Figure Title Page Figure 2-1 Functional Outline of NEAX2400 CallCenterWorX-Enterprise ACD System . . . . . . . . . . . . . 4 Figure 2-2 Block Diagram of ACD System (Single CPU Configuration) . . . . . . . . . . . . . . . . . . . . . . . . . . 7 Figure 2-3 Block Diagram of ACD System (Dual CPU Configuration) . . . . . . . . . . . . . . . . . . . . . . . . . . . 8 Figure 2-4 Outer View of Dterm Series III Agent Position . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
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LIST OF FIGURES (CONTINUED) Figure Title Page Figure 4-11 LT Connector Leads Accommodation of PIMK (3 of 3) . . . . . . . . . . . . . . . . . . . . . . . . . . . 133 Figure 4-11 Connecting Route Diagram . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 134 Figure 4-12 LT Connector Leads Accommodation of PIMU-A . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 141 Figure 4-13 LT Connector Leads Accommodation of PIMB . . . . . . . . .
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LIST OF TABLES Table Title Page Table 1-1 Configuration of this Manual . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 Table 1-2 Related Reference Manuals . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2 Table 2-1 CallCenterWorX-Enterprise (I) ACD Capacities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9 Table 2-2 Interface Condition. . . . . . . . . . . . . . .
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This page is for your notes. LIST OF TABLES NDA-24282 Page x Revision 1.0
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CHAPTER 1 INTRODUCTION 1. GENERAL This manual describes the system outline and procedures for installation/installation tests, operations, mainte- nance 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. Table 1-1 Configuration of this Manual CHAPTER TITLE CONTENTS GENERAL INFORMATION This chapter explains the concept, function and configuration of 2 the NEAX2400 CallCenterWorX-Ent
