Resumo do conteúdo contido na página número 1
NDA-24282
ISSUE 1
STOCK # 200874
®
CallCenterWorX-Enterprise
ACD System Manual
SEPTEMBER, 2000
NEC America, Inc.
Resumo do conteúdo contido na página número 2
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
Resumo do conteúdo contido na página número 3
ISSUE No. ISSUE No. PAGE No. PAGE No. 12 345 678 123 456 78 i 1 29 1 ii 1 30 1 iii 1 31 1 iv 1 32 1 v 1 33 1 vi 1 34 1 vii 1 35 1 viii 1 36 1 ix 1 37 1 x 1 38 1 1 1 39 1 2 1 40 1 3 1 41 1 4 1 42 1 5 1 43 1 6 1 44 1 7 1 45 1 8 1 46 1 9 1 47 1 10 1 48 1 11 1 49 1 12 1 50 1 13 1 51 1 14 1 52 1 15 1 53 1 16 1 54 1 17 1 55 1 18 1 56 1 19 1 57 1 20 1 58 1 21 1 59 1 22 1 60 1 23 1 61 1 24 1 62 1 25 1 63 1 26 1 64 1 27 1 65 1 28 1 66 1 ISSUE 1 ISSUE 2 ISSUE 3 ISSUE 4 DATE SEPTEMBER, 2000 DATE DATE DATE
Resumo do conteúdo contido na página número 4
ISSUE No. ISSUE No. PAGE No. PAGE No. 12 345 678 1 234 567 8 67 1 105 1 68 1 106 1 69 1 107 1 70 1 108 1 71 1 109 1 72 1 110 1 73 1 111 1 74 1 112 1 75 1 113 1 76 1 114 1 77 1 115 1 78 1 116 1 79 1 117 1 80 1 118 1 81 1 119 1 82 1 120 1 83 1 121 1 84 1 122 1 85 1 123 1 86 1 124 1 87 1 125 1 88 1 126 1 89 1 127 1 90 1 128 1 91 1 129 1 92 1 130 1 93 1 131 1 94 1 132 1 95 1 133 1 96 1 134 1 97 1 135 1 98 1 136 1 99 1 137 1 100 1 138 1 101 1 139 1 102 1 140 1 103 1 141 1 104 1 142 1 ISSUE 1 ISSUE 2
Resumo do conteúdo contido na página número 5
ISSUE No. ISSUE No. PAGE No. PAGE No. 12 345 678 1 234 567 8 143 1 181 1 144 1 182 1 145 1 183 1 146 1 184 1 147 1 185 1 148 1 186 1 149 1 187 1 150 1 188 1 151 1 189 1 152 1 190 1 153 1 191 1 154 1 192 1 155 1 193 1 156 1 194 1 157 1 195 1 158 1 196 1 159 1 197 1 160 1 198 1 161 1 199 1 162 1 200 1 163 1 201 1 164 1 202 1 165 1 203 1 166 1 204 1 167 1 205 1 168 1 206 1 169 1 207 1 170 1 208 1 171 1 209 1 172 1 210 1 173 1 211 1 174 1 212 1 175 1 213 1 176 1 214 1 177 1 215 1 178 1 216 1 179 1 2
Resumo do conteúdo contido na página número 6
ISSUE No. ISSUE No. PAGE No. PAGE No. 12 345 678 1 234 567 8 219 1 257 1 220 1 258 1 221 1 259 1 222 1 260 1 223 1 261 1 224 1 262 1 225 1 263 1 226 1 264 1 227 1 265 1 228 1 266 1 229 1 267 1 230 1 268 1 231 1 269 1 232 1 270 1 233 1 271 1 234 1 272 1 235 1 273 1 236 1 274 1 237 1 275 1 238 1 276 1 239 1 277 1 240 1 278 1 241 1 279 1 242 1 280 1 243 1 281 1 244 1 282 1 245 1 283 1 246 1 284 1 247 1 285 1 248 1 286 1 249 1 287 1 250 1 288 1 251 1 289 1 252 1 290 1 253 1 291 1 254 1 292 1 255 1 2
Resumo do conteúdo contido na página número 7
ISSUE No. ISSUE No. PAGE No. PAGE No. 12 345 678 1 234 567 8 295 1 333 1 296 1 334 1 297 1 335 1 298 1 336 1 299 1 337 1 300 1 338 1 301 1 339 1 302 1 340 1 303 1 341 1 304 1 342 1 305 1 343 1 306 1 344 1 307 1 345 1 308 1 346 1 309 1 347 1 310 1 348 1 311 1 349 1 312 1 350 1 313 1 351 1 314 1 352 1 315 1 353 1 316 1 354 1 317 1 355 1 318 1 356 1 319 1 357 1 320 1 358 1 321 1 359 1 322 1 360 1 323 1 361 1 324 1 362 1 325 1 363 1 326 1 364 1 327 1 365 1 328 1 366 1 329 1 367 1 330 1 368 1 331 1 3
Resumo do conteúdo contido na página número 8
ISSUE No. ISSUE No. PAGE No. PAGE No. 12 345 678 1 234 567 8 371 1 409 1 372 1 410 1 373 1 411 1 374 1 412 1 375 1 413 1 376 1 414 1 377 1 415 1 378 1 416 1 379 1 417 1 380 1 418 1 381 1 419 1 382 1 420 1 383 1 421 1 384 1 422 1 385 1 423 1 386 1 424 1 387 1 425 1 388 1 426 1 389 1 427 1 390 1 428 1 391 1 429 1 392 1 430 1 393 1 431 1 394 1 432 1 395 1 433 1 396 1 434 1 397 1 435 1 398 1 436 1 399 1 437 1 400 1 438 1 401 1 439 1 402 1 440 1 403 1 441 1 404 1 442 1 405 1 443 1 406 1 444 1 407 1 4
Resumo do conteúdo contido na página número 9
ISSUE No. ISSUE No. PAGE No. PAGE No. 12 345 678 1 234 567 8 447 1 448 1 449 1 450 1 451 1 452 1 453 1 454 1 455 1 456 1 457 1 458 1 459 1 460 1 461 1 462 1 463 1 464 1 465 1 466 1 ISSUE 1 ISSUE 2 ISSUE 3 ISSUE 4 DATE SEPTEMBER, 2000 DATE DATE DATE ISSUE 5 ISSUE 6 ISSUE 7 ISSUE 8 DATE DATE DATE DATE NEAX2400 IMX CallCenterWorX-Enterprise ACD System Manual Revision Sheet 7/7 NDA-24282
Resumo do conteúdo contido na página número 10
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 . . . . . . . . . . . . . . . . . . .
Resumo do conteúdo contido na página número 11
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 . . . . . . . . .
Resumo do conteúdo contido na página número 12
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 . . . . . . . . .
Resumo do conteúdo contido na página número 13
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. . . . . . . . . . . . . . . . . . . . . .
Resumo do conteúdo contido na página número 14
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 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Resumo do conteúdo contido na página número 15
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 . . . . . . . .
Resumo do conteúdo contido na página número 16
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 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Resumo do conteúdo contido na página número 17
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 . . . . . . . . .
Resumo do conteúdo contido na página número 18
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. . . . . . . . . . . . . . .
Resumo do conteúdo contido na página número 19
This page is for your notes. LIST OF TABLES NDA-24282 Page x Revision 1.0
Resumo do conteúdo contido na página número 20
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
