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CHAPTER 7

SYSTEM OPERATIONS

CHAPTER 7

SYSTEM OPERATIONS

1. GENERAL

This Chapter explains the operating methods of the ACD System in the following sections:

•

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

See Section 3

For operation management, refer to the Operations and Maintenance Manual.

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Summary of Contents for SV8500

Page 1: ...FP85 104 S1 Data Programming Manual ACD NWA 041687 001 ISSUE 1 0...

Page 2: ...this document for use by its employees and customers The information contained herein is the property of NEC Infrontia Corporation and shall not be reproduced without prior written approval from NEC I...

Page 3: ...NEAX2400 is released Note 3 In regard to China market NEAX2000 IPS INTERNET PROTOCOL SERVER has not been released but NEAX2000 is released TERMS USED IN THIS MANUAL SYSTEM NAMES SV8500 the system UNIV...

Page 4: ...rm 75 Dterm Series i DT300 Series DT310 DT330 IP Station IP terminal IP Enabled Dterm Dterm Series E Dterm 75 with IP adapter Note 4 Dterm Series i with IP adapter Note 4 DtermIP INASET Note 4 DtermIP...

Page 5: ...SCA 30PRIA MG PRI Box MG 30PRIA MG PRI MG PRA MG T1 SIP MG T1 SIP Card SCA 24DTIA MG BRI MG BRI Card SCA 2BRIA MG BRI Box MG 2BRIA MG BRI MG SIP MG SIP16 MG SIP16 Card SCA 16SIPMGA MG SIP16 Box MG 16...

Page 6: ...TERMS 4 General Terms Automatic Number Identification ANI on this manual is a term equivalent to Calling Line Identification CLI in Australia...

Page 7: ...y or a serious system fault ATTENTION Incorrect use of the equipment may limit the system performance or cause the system to fail The telephone system can only be used in NEC designated countries If a...

Page 8: ...or a system failure Do not touch the internal parts of the main power source to disassemble or configure it This action may cause a fire an electrical shock or a system failure NEC Infrontia Corporati...

Page 9: ...ensure that the equipment is compatible If the supplier cannot confirm the compatibility do not connect the equipment Connecting incompatible equipment might cause a fire or an electrical shock WARNI...

Page 10: ...fe expectancy drops to approximately one year Perform periodic diagnostic tests and maintenance procedures on the emergency battery and its terminals to ensure their readiness If there is a power fail...

Page 11: ...nlight Locations where the moisture level exceeds the allowed level Locations where the equipment might be exposed to water oil and chemicals Locations with very low temperatures such as in a walk in...

Page 12: ...PL 6 This page is for your notes...

Page 13: ...AN1 Accommodation 7 5 2 LAN2 Accommodation 9 6 TRUNKING DIAGRAM 11 CHAPTER 2 GENERAL INFORMATION 13 1 GENERAL 13 1 1 System Specifications 13 1 2 Glossary of Terms 13 2 SYSTEM SPECIFICATIONS 13 2 1 Ge...

Page 14: ...Scheduling on a Pilot Number basis 67 2 8 3 ACD Scheduling for the type of reception services 74 2 9 Announcement Delay Night Holiday Data Assignment 82 2 10 VS 32 ACD Announcement 88 2 11 Monitor Nu...

Page 15: ...ACDHSE Assignment of ACD Holiday Schedule for type of reception services 335 ACDHC Assignment of ACD Holiday Calendar 337 ACDHCP Assignment of ACD Holiday Calendar for Pilot Number 340 ACDHCE Assignme...

Page 16: ...essage 26 V 374 3 2 5 Message Detail Data of System Message 26 Y 375 3 2 6 Message Detail Data of System Message 26 Z 376 4 FAULT DIAGNOSTICS 377 4 1 Fault Information and Fault Diagnostics 377 4 2 Di...

Page 17: ...CTIONAL TEST PROCE DURES This chapter explains the test procedure of each ACD service feature 6 COMMANDS AND JOB SPECIFICATIONS This chapter explains the commands used in the ACD System It in cludes s...

Page 18: ...be sought prior to implementing any prac tice that monitors or records any telephone conversation Some federal and state laws require some form of no tification to all parties to the telephone conver...

Page 19: ...3 CHAPTER 1 INTRODUCTION 2 ABOUT RELEASE INFORMATION The table below shows the relationship between IPX SV7000 and SV8500 for the release information IPX SV7000 SV8500 R25 S1 R26 S2 R27 S3...

Page 20: ...ISTRATION DESTINATION OF IP DEVICES STATIONS 3 2 TP and SP for System Changeover In dual configuration each processor may stay in active ACT or stand by STBY state ACT side processors handle each oper...

Page 21: ...DRS or SIP server depending on the registration destination IP address of DRS SIP server is however same as that of Telephony Server Therefore IP ad dress of DRS SIP server is also as the table above...

Page 22: ...t it refer to STRUCTURE OF TELEPHONY SERVER Note 2 MG PRI in Proprietary Protocol mode uses LAN1 as the registration destination while uses LAN2 as the signaling control port LAN interface for the sig...

Page 23: ...sys tem is in single configuration or dual configuration IP address ACT is basically assigned to the devices terminals as Telephony Server address Note When the system is in dual configuration IP add...

Page 24: ...ation Protocol Port No IP Address Registration by Proprietary Protocol UDP 3456 ACT Registration by SIP UDP 5060 ACT System 0 System 1 Internal PHI Note 1 UDP 64000 ACT NMS TCP 60060 Receiving Health...

Page 25: ...guration or dual configuration IP address ACT is basically assigned to the devices as Telephony Server address EMA MAIN PWR SYS ALM SYS 1 MB SUB SYS LOCK SYS SEL PFT LINK OPE ALM INIT PBI No SYS 0 1 2...

Page 26: ...n Protocol Port No IP Address PCPro TCP 60000 ACT CCIS Cluster TCP 60001 SMDR TCP 60010 MCI TCP 60020 OAI TCP 60030 MIS TCP 60040 PMS TCP 60050 CS Report TCP 60080 MCC TCP 60190 FCCS Cluster TCP 60210...

Page 27: ...this manual the range blocked in dotted blue is called SV8500 server IOC DTI CCH CCH DTI DCH PRT BRT ATI ELC ILC COT COT COT DID ODT EMT LDT LC MODEM MUX TSW MDF BWT DOD DIT DID ATT Desk Console NCU...

Page 28: ...nnel Handler DID Direct Inward Dialing DIT Direct In Termination DLC Digital Line Circuit DOD Direct Outward Dialing DTI Digital Interface ELC Electronic Line Circuit EMT E M Trunk IOC Input Output Co...

Page 29: ...he ACD System concerning equipment configuration component functions etc should read and thoroughly understand this chapter before proceeding 1 2 Glossary of Terms The terms used throughout the manual...

Page 30: ...f service features The addition of the MIS Management Information System to the ACD system saves excessive personnel expenses and communications costs based on calculations of the optimum number of op...

Page 31: ...A sufficient number of channels for IP PAD should be provided in advance When there is shortage of the IP PAD channels the agent position IP terminal cannot answer the incoming call Switching HUB Rou...

Page 32: ...position a tone will not be heard if the OAI key code assigned by the AOKC command is continuously pressed DtermIP SIP Soft Phone Pro prietary Protocol DtermSP30 Pro prietary Protocol When DtermSP30 t...

Page 33: ...2000 Flexible combination up to a maximum 2000 is available to realize your agent positions Note For using an additional method the system of the program must be upgraded in advance Note Client Licen...

Page 34: ...System 9 9 2 Number of Split ACD Tenant 5 250 3 Number of Split System 5 250 4 Quantity of ACD Agent Position Split 25 Depends on the number of Client License Software 5 Quantity of ACD Agent Positio...

Page 35: ...customers From the MIS the supervisor can change the office data related to the ACD including the C O call destination overflow condition and the number of agents Precautions for Use of Navigator MIS...

Page 36: ...ne functions including the single key speed dialing 2 Specifications Dterm Series E Dterm75 DtermIP For specifications of the DtermIP refer to the pertinent manual 3 Outer View The figure below shows...

Page 37: ...he supervisor of splits to manage the ACD system operations by overriding calls to agent positions call monitoring agent position status display etc The supervisor position consists of an ACD agent po...

Page 38: ...he ACD System Configuration Agent Position Agent Position Supervisory Position Supervisory Position Queue Queue Dterm Split x Split y Trunk Group Trunk Group ELC SP PHD IPPAD Client MIS Client MIS Ser...

Page 39: ...he user firms or departments The ACD group is the unit of such a division Its configuration is as shown in Figure 2 5 below Note The following data must be assigned on an ACD tenant basis Trunk Group...

Page 40: ...able agent Overflow Threshold The period of time between the origination of an ACD call and its overflow Inflow Threshold Specific value defined by number of waiting calls in the overflow destination...

Page 41: ...y position in which it restricts the termination of incoming ACD calls The agent may then perform nonverbal tasks such as the creation of a business slip The Work mode can be set either automatically...

Page 42: ...icked up from the agent accommodated in the node that provides ACDP Agent Anywhere With this function ACD agent positions can be installed in multiple nodes of an FCCS Network and that ACD calls can b...

Page 43: ...o the Installation Manual 2 PRECAUTIONS 2 1 Essential Critical Information In order to prevent accidents or equipment damage from occurring while installation is being performed each Telephony Server...

Page 44: ...se the Service Kit Note 1 A ground wire should be connected to the frame which is not coated by an insulating material LOAD LAN1 LAN2 PWR ACT ALM EMA TxRx LINK TxRx LINK SV7000 APEX TP S LOAD LAN1 LAN...

Page 45: ...al Equipment Installation This section explains the installation procedures of the following peripheral equipment for the ACD System 3 1 1 ACD Agent Position 3 1 2 ACD Supervisory Position 3 1 3 MIS 3...

Page 46: ...identify the names of the keys For the Feature key data assign ments refer to Section 2 4 Agent Supervisory Position Data Assignment in CHAPTER 4 and AKYD command in the Data Programming Sheets Figure...

Page 47: ...8 0 TUV JKL ABC 3 6 9 DEF MNO WXYZ 1 4 7 GHI PQRS Directory Message CW AUTO MAN ASSIST EMER TRKTRBL RECALL ACDCALL LINE FUNC HAND HEAD Conf Tally Release Logon Work Break Hold Transfer SPKR The locat...

Page 48: ...ST EMER ACDCALL HAND HEAD CW AUTO MAN TRKTRBL RECALL LINE FUNC SPKR The location of these keys can be arranged according to the PCPro programming Button kit for ACD is attatched 1 ABC 2 GHI 4 JKL 5 MN...

Page 49: ...to identify the names of the keys For the Feature key data assignments refer to Section 2 4 Agent Supervisory Position Data Assignment in CHAPTER 4 and AKYD command in the Data Programming Sheets Figu...

Page 50: ...8 0 TUV JKL ABC 3 6 9 DEF MNO WXYZ 1 4 7 GHI PQRS Directory Message CW AUTO MANMON BARGE NIGHT TRKTRBL RECALL ACDCALL LINE FUNC HAND HEAD Conf Tally Release Logon Work Break Hold Transfer SPKR The loc...

Page 51: ...ARGE NIGHT ACDCALL HAND HEAD CW AUTO MAN TRKTRBL RECALL LINE FUNC SPKR The location of these keys can be arranged according to the PCPro programming Button kit for ACD is attatched 1 ABC 2 GHI 4 JKL 5...

Page 52: ...een MIS and Telephony Server Client MIS Client MIS Client MIS Client MIS Server MIS Host IVR 100 BASE TX Straight 100 BASE TX Straight 100 BASE TX Straight 100 BASE TX Straight Switching HUB Swiching...

Page 53: ...nnection of Emergency Recorder When Emergency Recorder Does Not Have Starting Terminal Emergency Recorder AC A B G MDF R0 T0 M T1 16COT No 0 circuit No 1 circuit 48V Power Receiving Terminal G 48V RPT...

Page 54: ...ting it in the universal slot of PIR 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...

Page 55: ...tween IVR Host and the Telephony Server Figure 3 13 System Configuration when IVR Host is installed Client MIS Client MIS Client MIS Client MIS Server MIS Host IVR 100 BASE TX Straight 100 BASE TX Str...

Page 56: ...e cable connection between IVR and the LC card Figure 3 14 Connection between IVR and LC card PIR LC A0 B0 A1 B1 A15 B15 Note L2 L1 L2 L1 IVR Rosette MDF Installation cable Note Connector leads A0 B0...

Page 57: ...Positions APL ACD OAI Note 2 ACD Client License Software for expanding ACD Capacity up to a maximum of 2000 Agent Positions Note 3 ACD Option Service Software for AGENT ANYWHERER ACD feature APL NETOA...

Page 58: ...VNDM STEP 7 Assign the basic system data for ACD system referring to Chapter 4 2 1 System Data Assignment in this manual STEP 8 Check the station to station connection and confirm no fault status occ...

Page 59: ...43 CHAPTER 4 OFFICE DATA DESIGN CHAPTER 4 OFFICE DATA DESIGN 1 GENERAL This chapter explains the office data design for the ACD system...

Page 60: ...ata Assignment 2 2 ACD Tenant Data Assignment 2 3 Split Data Assignment 2 4 Agent Supervisory Position Data Assignment 2 5 ID Code Assignment 2 6 ACD Incoming Route Assignment 2 7 Call Control Vectors...

Page 61: ...External LAN Note 5 INDEX519 522 Subnet Mask Hex for Telephony Server over External LAN Note 5 INDEX523 526 Default Gateway Address for External LAN Note 5 Gateway Address IP Address of Router of Netw...

Page 62: ...function is used to notify the status of the calling party to the Host computer when call is originated auto matically via SCF FN 1 and a Non ACD line from an agent position ASYD SYS1 INDEX449 b0 SCF...

Page 63: ...igned using TN 1 the following data must be set even when TN 1 is not used for the ACD system TN 1 NSPL 1 PRI 1 LANG 0 the data to be entered in other parameter is optional Note Do not delete this pro...

Page 64: ...cribed with the percentage of all agent positions QUEUE Maximum number of Queue Depth 1 700 for QUEUE FLAG 0 5 1000 for QUEUE FLAG 1 CWCHM 0 1 Call Waiting Lamp Chime is not available Available WMT Wo...

Page 65: ...e When the number of calls exceed the value CW lamp starts to flash ST CCV NO Stranded Calls CCV Index 0 200 0 Not available Note 6 ST CCV STP Stranded Calls CCV Step 1 20 Note 6 CRT Call Recover Time...

Page 66: ...ote The identical SFC Service Feature Class cannot be assigned on Non ACD Line and ACD Line Note Non ACD Line and ACD Line must be accommodated in the same IMG Note When using IP terminal such as Dter...

Page 67: ...Function Remarks AKYD FKY No 1 1 187 Auxiliary Work Break 34 2 2 252 Auto Manual 35 3 36 4 2 253 After Call Work 37 5 1 188 Night 38 6 2 250 Trunk Trouble Report 39 7 1 189 Tally 40 8 2 254 Assistance...

Page 68: ...ERVISOR POSITION KYN FKY FUNCTION KYN FKY FUNCTION 1 47 Call Waiting Lamp CW 1 47 Call Waiting Lamp CW 2 35 Auto Manual AUTO MAN 2 35 Auto Manual AUTO MAN 3 41 Assistance ASSIST 3 45 Monitor Barge MON...

Page 69: ...card which accommodates Agent Supervisory positions after the completion of AKYD data assignment In case of the use of DtermSP30 it is required to assign the same Feature key as Dterm Series E Dterm7...

Page 70: ...estriction while ACD line is busy Note Assign only SFI as mentioned in this manual Do not assign any Business SFI such as Call Forwarding Don t Answer Call Forwarding All Call Forwarding Busy Call Pic...

Page 71: ...for all splits available PRIO Priority for handling ACD calls in multiple splits the agents preference level when AGT Q 1 in ACDSPL 1 99 MULTS 0 1 Single split Multi split PARN Dial number of individ...

Page 72: ...name up to 20 characters Note 2 QPRTY Queue Priority 1 250 TRK Trunk No 1 255 Note 1 Note 1 Assign the same RT No and Trunk No in these parameters as in Telephony Server side Note 2 ACD position shows...

Page 73: ...f ACDTN data Note 2 When Day Night changing over is performed according to the week schedule table ACDPLT CCV W 1 Week schedule it is impossible for MIS to change over Day Night Note 3 When one split...

Page 74: ...CVACT 21 and 22 1 127 For CCVACT 23 26 1 250 ETA ETA threshold value in a specified split 1 511 COMP Comparable Threshold Value for a specified split used for CCVACT 23 26 For CCCVACT 23 0 100 Note 5...

Page 75: ...ueue Assign 2 The call is overflowed to split No 2 and queued to the split No 2 also 6 12 Jump CCV when the queue is busy 8 Since the queuing is not available jump to Step No 8 7 11 End CCV skip 8 1 P...

Page 76: ...curred When there is no ACD positions in the node the back up UCD group may be organized by the non ACD posi tion Pattern 1 when a back up UCD group is formed by ACD positions in a node provides ACDP...

Page 77: ...ling Station UCD Controlling Station UCD Distribution OK UCD Distribution OK Public Network Public Network ICT ICT ACD incoming call ACD incoming call When ACD positions in multiple nodes belong to an...

Page 78: ...up UCD Controlling Station Public Network Public Network UCD Distribution NG ICT ICT ACD incoming calls ACD incoming calls terminated at the trunk in Node B are distributed to UCD group members in Nod...

Page 79: ...SHUN for FCCS network Assign UCD group data Note ASHU command data and ASHUN command data can not be used in a system STEP 2 AMNO Monitor Number AMNON for FCCS network Check the checkbox of UCD Assign...

Page 80: ...Saturday SUN Sunday HOUR MINUTE CCV start time Note 2 CCVNO CCV no 1 900 CCVSTEP CCV step no 1 20 Note When assigning schedules write the data after sorting STEP 3 ACDHS Assign the holiday schedule da...

Page 81: ...0 00 09 00 17 00 CCVNO 70 72 79 CCV Index 70 CCVNO 70 Command ACDCCV Call processing pattern in Night CCV Index 71 CCVNO 71 Call processing pattern in Day CCV Index 72 CCVNO 72 Call processing pattern...

Page 82: ...61 Call processing pattern in Night of Holiday TN1 Holiday Schedule 2 SCH 2 Start HOUR MINUTE 00 00 08 00 18 00 CCVNO 61 62 61 CCV Index 62 CCVNO 62 Call processing pattern in Day of Holiday TN1 CCV I...

Page 83: ...eek schedule data TN Tenant number 1 9 SCH Week day Schedule number 1 250 Note 1 WEEK Day of week MON Monday TUE Tuesday WED Wednesday THU Thursday FRI Friday SAT Saturday SUN Sunday HOUR MINUTE CCV s...

Page 84: ...ot be used 2 When this feature is set Schedule Number WEEKNO that is assigned by ACD Pilot number will relate to the following SCH of Week Schedule Data ACDWS WEEKNO of Holiday Calendar Data pilot bas...

Page 85: ...SCH 1 1 2 2 3 2 4 5 6 3 ACDWS TN 1 SCH 1 WEEK HOUR MON 1 ACDPLT MON 2000 CCV W 1 WEEKNO 1 MINUTE CCVNO CCVSTEP 0 50 1 MON 9 0 51 1 MON 17 0 50 1 TUE 9 0 51 1 TUE 17 0 50 1 WED 9 0 51 1 WED 17 0 50 1 T...

Page 86: ...CVNO SSVSTEP 0 0 40 1 9 0 41 1 17 0 42 1 WEEKNO 1 MONTH 1 DAY SCH 1 1 2 2 3 2 4 5 6 3 ACDWS TN 1 SCH 1 WEEK HOUR MON 1 ACDPLT MON 2000 CCV W 1 WEEKNO 1 MINUTE CCVNO CCVSTEP 0 50 1 MON 9 0 51 1 MON 17...

Page 87: ...1 SCH 3 HOUR MINUTE CCVNO SSVSTEP 0 0 40 1 9 0 41 1 17 0 42 1 WEEKNO 1 MONTH 1 DAY SCH 1 1 2 2 3 2 4 5 6 3 ACDWS TN 1 SCH 1 WEEK HOUR MON 1 ACDPLT MON 2000 CCV W 1 WEEKNO 1 MINUTE CCVNO CCVSTEP 0 50...

Page 88: ...s holiday schedule pattern number SCH assigned by holiday calendar data ACDHCP the existing holiday schedule data ACDHS becomes effective See the sample data as signment 4 Holiday calendar Pilot Numbe...

Page 89: ...g pattern in Day of Holiday MONTH DATE Holiday Calender Holiday 1 1 1 2 12 24 Schedule No SCH 4 5 5 6 MONTH DATE CCV Index 30 CCVNO 30 Call processing pattern in Night of Holiday CCV Index 31 CCVNO 31...

Page 90: ...is in service STEP 3 ACDWS Assign the week schedule data TN Tenant number 1 9 SCH Week day Schedule number 1 250 Note1 WEEK Day of week MON Monday TUE Tuesday WED Wednesday THU Thursday FRI Friday SAT...

Page 91: ...from 00 00 Note 3 Schedule Number for the holiday is related to Schedule Number for the holiday assigned by ACDHSE Note 4 When assigning SCH 0 ACDWS becomes effective This means that WEEK of ACDWS re...

Page 92: ...2 3 2 4 5 6 255 ACDWS TN 1 SCH 1 WEEK HOUR MON 0 ACDPLT M_NO 2000 CCV W 1 WEEKNO 1 MINUTE CCVNO CCVSTEP 2 50 1 MON 9 0 51 1 MON 17 0 50 1 TUE 9 0 51 1 TUE 17 0 50 1 WED 9 0 51 1 WED 17 0 50 1 THU 9 0...

Page 93: ...0 0 100 1 9 0 101 1 21 0 102 1 WEEKNO 100 MONTH 1 DAY SCH 1 1 2 2 3 2 4 5 6 255 ACDWS TN 1 SCH 1 WEEK HOUR MON 0 ACDPLT M_NO 2000 CCV W 1 WEEKNO 100 MINUTE CCVNO CCVSTEP 2 50 1 MON 9 0 51 1 MON 17 0 5...

Page 94: ...1 HOUR MINUTE CCVNO SSVSTEP 0 0 20 1 9 0 21 1 17 0 22 1 ACDHSE SCH 2 HOUR MINUTE CCVNO SSVSTEP 0 0 30 1 9 0 31 1 17 0 32 1 ACDHSE SCH 3 HOUR MINUTE CCVNO SSVSTEP 0 0 40 1 9 0 41 1 17 0 42 1 WEEKNO 25...

Page 95: ...cheduling on a Pilot Number basis to this feature Note After enhancing this feature ACD Scheduling on a Pilot Number basis is not available and ACDHCP ACDHSP command cannot be used ENHANCEMENT PROCEDU...

Page 96: ...pe of reception services SCH Schedule Number for the holiday 1 255 Note3 HOUR MINUTE CCV start time CCVNO CCV number 1 900 CCVSTEP Start CCV step number 1 20 Note 1 Schedule Number for the holiday is...

Page 97: ...VNO 20 Call processing pattern in Night of Holiday Holiday Schedule 2 SCH 2 Start HOUR MINUTE 00 00 08 00 18 00 CCVNO 20 21 20 Holiday Schedule 255 SCH 255 Start HOUR MINUTE 00 00 08 00 18 00 CCVNO 10...

Page 98: ...CCV and Announcement Message Announcement Routes Arrangement Announcement routes are arranged as follows Step CCVSTP x CCVACTDATA 3 Message No 3 NO 3 Command AADT Route No RT Trunk No TK Message Time...

Page 99: ...re below shows the announcement message modes of PA DATA used in the ACD system Desig nate one of the following three modes by the switch setting of DAT card 2 The figure below shows the announcement...

Page 100: ...ts so that all incoming calls can be connected with the DAT using with Multiple connection function Multiple connection Single connection 64 sec Announcement is completed Announcement is completed Ann...

Page 101: ...ent messages the announcement trunks are released The maximum of 10 calls are allowable for a Multiple Connection Note DAT control is effective when ASYD System Data 1 Index 449 Bit 2 1 Ex 16sec mode...

Page 102: ...ncement trunk is released No tone Music Message is playing Message Timer MSGT DAT is released DAT is released DAT is released Fixed DAT Announcement recorded Time Useless Time Waiting Timer 6 sec fixe...

Page 103: ...n Pattern Note 2 0 Multi connection 1 Single connection MSGT Message Timer 2 120 sec Note 3 Assign 16 sec 32 sec 60 sec in the case of PA 4DATA WAIT Waiting Timer 2 30 sec 2 sec increments Note 2 RT R...

Page 104: ...icrosoft Windows The sound format is CCITT Law 8 kHz 8 bit monaural 7 kbps The first three characters of the file name must correspond to the announcement number as shown below As Connection Pattern f...

Page 105: ...quipment Number TN Assign Tenant number STEP 4 AADT Assign Announcement Dictation Trunks TYPE 1 Announcement Trunk NO Announcement number 1 58 D 1 Disconnect Timer is available CP Announcement Connect...

Page 106: ...WAIT are available when SYS1 INDEX449 b2 1 Note 2 MSGT is not available when SYS1 INDEX449 b2 1 Normally assign 0 with that data program ming Note 3 If values other than 0 are set to a parameter an e...

Page 107: ...number NAME Pilot name up to 20 characters TRKPRI Priority 1 250 Note 3 When the pilot number is dialed by station in the remote node INPRI Priority 1 250 Note 3 When the pilot number is dialed by sta...

Page 108: ...02 ACD Supervisory position Agent position 1 Agent position 2 500 UCD Control STA 502 UCD STA 301 Non ACD 302 Non ACD Pattern 2 400 ACD AMNO 401 ACD 402 ACD Supervisory position Agent position 1 Agent...

Page 109: ...the route type to ac tivate ACD system through FCCS Network Tables below show which data programming is changed in accordance with these conditions in terms of data and command kinds Basic Office Dat...

Page 110: ...CCV step 20 The system is designed to select the alternating route assigned in step 20 automatically in case of the connection trunk all busy CCV for ACD Calls Transfer in case of Traffic Congestion...

Page 111: ...al node waits a maximum of 10 minutes for the VNDM Center node s start up After 10 minutes of the waiting VNDM Local node comes on line as a Standalone ACDP The system message 26 Y is issued If VNDM C...

Page 112: ...T can be accommodat ed in the node providing ACDP only 2 The node that accommodates the ACDP is one node only in an FCCS Network Network Configurations Examples NODE NODE FCCS Network NODE ACD Trunk f...

Page 113: ...he self node only STEP 2 ASYDN SYS1 INDEX514 NDM usage STEP 3 Data programming procedures other than STEP 1 2 are the same as that of the non FCCS system ACD stand alone system However note that which...

Page 114: ...r ACD calls to the remote node with FCCS line and FCCS service can be used by establishing an FCCS Network As for ACD incoming calls call terminated to ACD trunk can be distributed to the remote node...

Page 115: ...an one node can accommodate the ACDP on the FCCS network before the software en hancement only one node can be equipped with ACDP At this time each of the ACDP nodes can use the ACDP Trunk for FCCS an...

Page 116: ...where nodes across the node of the other Agent Anywhere Network because of excess Node to Node load Multiple Agent Anywhere Networks via tandem connection of FCCS links 9 When ACD system is not operat...

Page 117: ...programming of NODE 3 in Type III Type II ACD stand alone system ACD system provides ACD function in the self node only Note 2 ACD calls can be transferred to this system from other ACD systems via t...

Page 118: ...e setting And also call transfer is available for each other 1 System using ACD Trunk for FCCS n 2 Systems using ACD Trunk for FCCS non ACD system ACD stand alone system System using Agent Anywhere AC...

Page 119: ...P LEGEND 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 Node C Type II ACD Stan...

Page 120: ...linked with the standard service software using PCPro Tools command the node requires ACD data programming Type and Node ACD Software and Data Programming I II III IV Node A Node B Node C Node D Node...

Page 121: ...SYS1 INDEX241 b2 0 1 1 1 1 1 16 SCF Return Error Detail Notification ASYD SYS1 INDEX241 b3 0 1 1 1 1 1 17 Built in ACDP is used not used ASYDL SYS1 INDEX864 b0 0 1 0 1 0 1 18 AGENT ANYWHERE ACD in se...

Page 122: ...lways assign 0 2 ports ASYDL SYS1 INDEX864 b4 0 1 0 2 ports 1 8 ports Normal Setting Note 9 Although this data is valid only when INDEX864 b4 1 8 ports this bit must be assigned as data 0 when INDEX86...

Page 123: ...s of ACDPs b Do not duplicate to assign the monitor number in ACDPLT data agent position including analog ACD positions and agent positions in a Hot Split s number in ACDPSN and IVR access number in A...

Page 124: ...must be initialized after data change a ACD data can not be programmed Data Programming ACDP in service out of service ASYD SYS1 INDEX2 b0 IP in system 0 is used not used ASYD SYS1 INDEX207 b0 IP in s...

Page 125: ...otification ASYD SYS1 INDEX241 b2 Number of ports for SMFN terminal ASYDL SYS1 INDEX864 b4 b5 e ACD agent position is locked up after transferring an ACD call to another position in the remote node Da...

Page 126: ...covery an incoming call to the failed agent can be directed to other agent 4 If failures occurred to multiple agents at a time because of SP failure network trouble or commercial pow er outage ACDP Au...

Page 127: ...tate of agent stays Ringing when the state of agent shifts to Logoff The state of agent stays Logon The incoming call is not released but can be directed to other available agent if Call Recovery is v...

Page 128: ...112 CHAPTER 4 OFFICE DATA DESIGN 3 ACD SERVICE FEATURE This section explains general description operating procedure service condition and programming procedure for the ACD service features...

Page 129: ...assigned a new call from queue if there are additional callers waiting SERVICE CONDITIONS 1 An ACD call is registered as an abandoned call under the following conditions a The ACD incoming call is pla...

Page 130: ...114 A 31A ABANDONED CALL SEARCH ACD PROGRAMMING None...

Page 131: ...visory position and BUSY is displayed at the agent position 4 The assistance call will connect on the supervisor s Non ACD line and will display either ASSIST NAME or ASSIST 4302 depending on whether...

Page 132: ...equests will be ignored while talking on a non ACD line or during an emergency call 4 The ASSIST key can be dedicated to the ASSISTANCE ACD AGENT feature or the MONITOR ME feature The choice is made o...

Page 133: ...O MAN key 2 The Dterm display shows MANUAL ANSWER and the AUTO MAN lamp is extinguished 3 All subsequent calls are introduced by the normal ringing of the Dterm set SERVICE CONDITIONS 1 The AUTO MAN k...

Page 134: ...d 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 9 If a Dterm position is left on hook the handset is resti...

Page 135: ...URE Automatic Available Mode set for split 1 An agent is engaged in an ACD call The WORK lamp is not lit and the lamp associated with the ACD CALL key is lit 2 If the ACD call is disconnected the lamp...

Page 136: ...r Automatic Available Automatic Work mode can be set on a per split basis The operating mode can be changed either from the ACD PCPro or from a MIS terminal 4 During after call Automatic Work mode non...

Page 137: ...nt after a 10 queue to step including during the delay announcements if an agent becomes avail able the ACD call is immediately connected to the agent SERVICE CONDITIONS 1 Announcements are connected...

Page 138: ...k DAT is released and the next announcement is sent immediately 9 In the case of a multiple connection maximum 10 ACD incoming calls can be connected to one channel of Dig ital Announcement Trunks dep...

Page 139: ...ix pieces of data may be programmed independently for each agent s personal queue The Personal Pilot Number this is the number dialed in order to call to the personal queue Call Waiting Chime alerts t...

Page 140: ...example The consecutive displays indicate that the call is from the personal queue identify the source of the call trunk party etc and provide the amount of time the call spent in the queue 8 If the t...

Page 141: ...ax 5 digits MXQD Maximum Queue Depth for an incoming call routed to the agent 0 999 GOCF NO CCV No to be routed when the individual call encounters busy status 1 900 GOCF STP CCV step number to be for...

Page 142: ...command The command data is on a split wide basis PROGRAMMING ACDSPL AWPI Auto work mode for the ACD call when handling an incoming non ACD call 0 Not available 1 Available when the non ACD call is t...

Page 143: ...be programmed to call the agent back at their home telephone number effectively reversing any long distance charges which might apply OPERATING PROCEDURE A typical shift at an analog position might b...

Page 144: ...n SFI 95 1 Direct Incoming Call Restriction to Analog Agent posi tions 6 The current status time counter for Analog Agent Position on Real Time window of the Server MIS is reset to zero each time the...

Page 145: ...it data WKRST Work Mode Restrict 0 Allowed AWPI Auto work mode for the ACD call when connecting with a non ACD call 0 Work Mode is not available AWPO Auto work mode for the ACD call when originating a...

Page 146: ...this time will route to the Alternate Night CCV specified for the Pilot Number dialed 3 If the Pilot Number dialed does not have an Alternate Night CCV then the split s night destination is used as a...

Page 147: ...written in the Variable Network Data Memory VNDM to all nodes 5 The pilot number including the personal monitor number and the dialed number for ANALOG ACD POSI TION ACD A 91A has to be registered in...

Page 148: ...Agent Position specified by the ACD System 4 The designated ACD Agent Position is rung This figure shows the call originated from the PS can be terminated to an ACD Agent Position via ACD Pilot Number...

Page 149: ...he Host for the ACD system from ACDP to control the currently connected call For details on the Infolink Messages refer to INFOLINK DATA MESSAGES 1 99 in ACD System Man ual 8 ACD service of PS only su...

Page 150: ...resses the BREAK key and the associated lamp is lit 2 The display shows BREAK TYPE 3 The agent enters a digit from 1 to 9 to indicate the break type and then enters to complete the input 4 The display...

Page 151: ...n Break Mode 4 This feature s status can be monitored at a Navigator MIS terminal via the agent current status display and the agent audit report 5 Every agent position and supervisor position may hav...

Page 152: ...t be changed but ACD users should consider the 6 H reports as ACD Information Report regardless of what the header information says For details of system message 6 H see Section 3 2 2 in CHAPTER 8 OPE...

Page 153: ...o the description of the MULTI SPLIT AGENT ACD M 90A for more details The second level of the algorithm seeks the agent who has been waiting to service an incoming ACD call in Ready mode for the longe...

Page 154: ...priority will be answered in their order of arrival before calls of a lower priority regardless of how long a lower priority call has been waiting 2 Upon receiving a call an agent may transfer the cal...

Page 155: ...ck while trans ferring until an agent answers 4 The transferring station user may either disconnect completing the transfer or may press the TRANSFER key again aborting the transfer Attempts to confer...

Page 156: ...ers to a split queue across CCIS CCV processing will begin when the attendant first receives RBT However for non CCIS attendant transfers to a split queue CCV processing will begin only after the at t...

Page 157: ...nformation refer to Call Waiting Lamp with Chime C 110 3 Each time an ACD agent or supervisor is assigned a new call or each time they go into Work mode the number of calls waiting in the split s queu...

Page 158: ...reshold value for changing the lamp status CWON Threshold value for CW lamp ON 0 700 Note 1 Note 2 When the number of calls is equal to or exceeds the value CW lamp lights CWFL Threshold value for CW...

Page 159: ...n a non transferred call is assigned to an agent in a secondary split an overflow message is displayed before the calling party identification indicating that this call is not being assigned to an age...

Page 160: ...ver incoming trunk gate and circuit ID when both are programmed 2 If no special Calling Party Identification is chosen for a particular trunk the System defaults is displayed 3 Names can be displayed...

Page 161: ...st then pro ceed to next instruction Blank 0 seconds next instruction processed immediately Conditional Queue to Split 0 seconds next instruction processed immediately Dequeue from Split 0 seconds nex...

Page 162: ...xplained is satisfied If the condition is satisfied 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 w...

Page 163: ...nd the call is already queued to other split s e The target split of a Conditional Queue to Split instruction is in Night Mode or forwarded If none of the above reasons exists then alternate routing i...

Page 164: ...tion The Hang Up step is designed to provide positive forward disconnect on a supervised trunk circuit particularly after having heard an announcement Station users who encounter a Hang Up step while...

Page 165: ...of the CCV If a CCV is constructed with Blank instructions and new instructions are added to the CCV at a later time then the new instructions can take the place of Blank instructions IVR ANNOUNCEMENT...

Page 166: ...essing to be decided based on the Estimated Time to Answer ETA for a spec ified split as opposed to being based on the ETA of a call in queue It then compares that calculated Split ETA with a specifie...

Page 167: ...eassigned threshold the next CCV step is ex ecuted The next CCV step is skipped if result of the comparison is False the login agents is greater than the preassigned threshold READY less CCVACT 25 Thi...

Page 168: ...stination is an ordinary station If the station at the overflow destination is a member sta tion of a station hunting group c If transfer service is set for the station at the overflow destination d W...

Page 169: ...t step AND OR condition is ignored because the comparable previous instruction does not exist CCV STEP CCVACT Parameters Explanations 1 READY less Split 1 COMP 1 COND Note 2 READY less Split 2 COMP 1...

Page 170: ...T Parameters Explanations 1 QUEUE greater Split 1 COMP 10 COND Note BRAC 0 2 LOGON less Split 2 COMP 15 COND OR BRAC 0 3 QUEUE greater Split 2 COMP 8 COND AND BRAC 1 4 LOGON less Split 2 COMP 12 COND...

Page 171: ...ADs are in busy state the Calling Party will continue to hear Ringback Tone RBT To work around this problem the data setting of CALL RECOVER ACD C 191A is required 7 When deleting the CCV data with tr...

Page 172: ...ssigned in a dummy CCVNO overwrite the existing data with new data or assign Blank Example 3 When changing CCV Number From CCVNO 1 to CCVNO 5 STEP 1 Copy all the data assigned in CCVNO 5 to CCVNO 1 Re...

Page 173: ...he chime is se lected the chime will sound at each agent position which is in the Work mode at the time the CW lamp is lit and at the time the CW lamp begins to flash The chime is composed of two half...

Page 174: ...lot numbers may be used as the split call forwarding destination 2 The pilot number used for split call forwarding may not contain a or a 3 The pilot number for split call forwarding may invoke either...

Page 175: ...STEP 1 ACDCCV Assign the pilot number of Night destination to the CCV CCVACT 5 Transfer STEP 2 ACDPLT Designated the CCV for alternate route CCV W 0 Call Control Vectors STEP 3 ARRC Release the route...

Page 176: ...directed to another available agent if one exists 4 If there are no available agents the call will be replaced in all of the queues it was originally queued to at the highest possible priority The cal...

Page 177: ...lays can be selected and the Display ID Code for each A maximum of 5 displays may be selected A duration from 3 to 9 seconds is assigned to each display and is spec ified using the setup Tally Oh code...

Page 178: ...on of the ACD call Tally Oh code 009 can be entered at any time to reset the display to the default information For example if the agent entered Tally 021 42 60 the time in queue will be displayed alo...

Page 179: ...a 9 second display when displayed during the ringing phase This is a security feature so that potentially private numbers are not left on display at an un occupied position 6 Even a permanent display...

Page 180: ...ignored queuing step and the subsequent queuing transfer step are also ignored After the call is queued to another split or transferred to a Non ACD number the CCV processing will continue in a normal...

Page 181: ...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...

Page 182: ...ond will silently monitor the agent and the calling party 3 Upon the assignment of the call the supervisor s display shows AGENT EXT or if agent names are used EMERG NAME 4 When a supervisor answers t...

Page 183: ...send the emergency request as many times as necessary during the call 9 The supervisor s monitor will not be updated for transfers or subsequent calls as in the MONITORING ACD SUPERVISOR ACD M 28A fea...

Page 184: ...n where MONITORING ACD SUPERVISOR ACD M 28A is available the directory number used for emergency request can be programmed individually on each agent position 22 Recording type number is assigned on a...

Page 185: ...s mission may be illegal under certain circumstances and laws Legal advice should be sought before implementing any practice that monitors or records any telephone conversation Some federal and state...

Page 186: ...nection STEP 4 AOKC Assign OP CODE to KEY CODE KEY CODE 9 F KIND 2 OPE CODE 255 Emergency Recorder STEP 5 ACDSPL Assign the destination of Emergency request call EMGCY the ACD line of a supervisory po...

Page 187: ...equest call that is programmed in ACDSPL is busy the request call is not connected In another word this service is available for one agent only per split when the destination is only one For preventin...

Page 188: ...172 F 10A 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...

Page 189: ...Name Specify a name for use in displays SPLIT Available Split or Splits to logon Specify a maximum of 4 split Nos 1 250 PRIO Priority for the split assigned in SPLIT or Agent s preference level 1 99...

Page 190: ...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 te...

Page 191: ...ilot number basis Holiday Scheduling on a pilot number basis is available OPERATING PROCEDURE See TIME OF DAY WEEK ROUTING T 50 SERVICE CONDITIONS 1 Holiday schedule routing takes place only for those...

Page 192: ...ady Mode This station is the only assigned member of a particular Hot Split Let s say it is an answering machine 2 A call arrives to the Pilot Number for this Hot Split and immediately rings the Ready...

Page 193: ...agent STEP 2 ACDSPL AFTER 0 Work mode WMT Work Mode Timer time out 0 9999 sec AWPI Auto work mode for the ACD call when connecting with a non ACD call 0 Not available AWPO Auto work mode for the ACD...

Page 194: ...provide voice menuing Press 1 for Sales 2 for Service or 3 for Billing Inquiry Three message sets have been designed for Infolink External computers may use as little or as much of the data from any o...

Page 195: ...ment 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 Descr...

Page 196: ...R port STEP 3 ACDTN IVRNO IVR Pilot number for UCD service programmed in ASHU ANSTM Outbound Answer Timer 0 60 sec STEP 4 ACDIVR Assign the desired IVR port number for all station numbers to access IV...

Page 197: ...eturns to LOGON ID f If a valid logon ID code is entered the LOGON lamp is lit a greeting is provided and the split the user logged onto is displayed g The console is placed in the Work mode with the...

Page 198: ...ment If the LOGON key is pressed and the connection is established the display will show VACANT within five seconds If the connection cannot be established R I P will continue to be dis played PROGRAM...

Page 199: ...ge displayed when an agent is not logged on at the position 2 The messages used during the logon procedure such as LOGON ID if logon ID codes are used 3 The messages giving split information name queu...

Page 200: ...lue set for Logoff Warning That is if the setting is at 5 and there are 5 agents logged on but only 3 calls are in queue then an agent will be allowed to logoff and will not receive the warning messag...

Page 201: ...er of agents equal to or less than the number of calls in queue Example When setting LOFFW 3 the result is as follows Warning Warning is displayed Logoff Logoff is available No warning message is disp...

Page 202: ...n is busy STEP 1 Lift the handset STEP 2 Press the MON BARGE key STEP 3 Dial Station ID code or 0 Station Number for A Call of Agent Position STEP 4 Supervisory Position starts monitoring the call bet...

Page 203: ...itoring if the agent being monitored begins an emergency request the supervisor will be released This allows the supervisor to answer the emergency if necessary 8 When requesting an agent to monitor i...

Page 204: ...ORING ACD SUPERVISOR ACD 14 Supervisory position cannot set this feature to agent positions in the following conditions Agent position is being monitored Agent position is set to be monitored by super...

Page 205: ...onnection 1 Index 869 Bit 6 Monitor Function for IP terminals 1 Index 869 Bit 7 Monitor Function for DtermIP LAN 1 3 A Multi Path Monitor Connection is available by assigning the system data ASYDL ASY...

Page 206: ...nds for any terminal other than Dterm in this table When Multi Path Monitor Connection is enabled Terminal Kind Environment Standalone FCCS Peer to Peer FCCS Agent Supervi sory Position Calling Party...

Page 207: ...tary Protocol only 4 When using Multi Path Monitor Connection voice is transmitted from both the terminal and the trunk There fore when collecting a call log by IP logger it may not be collected norma...

Page 208: ...2 is used multi path occurs at VS 32 7 When DtermSP 20 is used serial monitoring is not available 8 While the agent position Agent Position A being monitored by the supervisory position Supervisory Po...

Page 209: ...g automatically starts b The supervisory position will be automatically released when the agent position Agent Position A starts three party conference after transferring the call When the agent posit...

Page 210: ...pervisory positions 1 and 2 cancels the monitoring readiness the other one keeps monitoring ITEM Two Party Connection Supervisory Position Status a Agent Positions A and B are talking after Call Trans...

Page 211: ...n 1 hearing Music On Hold Supervisory Position 2 ready to monitor agent position B Supervisory Position 1 hearing Music On Hold Supervisory Position 2 ready to monitor agent position B Before Transfer...

Page 212: ...path is reestablished 18 When starting or stopping the Monitor feature silence occurs for a moment because the voice path is reestab lished 19 When one of the following parties uses an IP device loudn...

Page 213: ...Monitor function for IP devices is used Bit 6 1 Monitor function for Legacy DtermIP SP20 SP30 is available in the connection that involves IP devices Bit 6 0 Not available Note When Peer to Peer FCCS...

Page 214: ...have sep arate telephone facilities MIS systems and personnel 2 Attempts to share resources will typically result in inaccurate statistics since calls which cross tenant boundaries can not be adequat...

Page 215: ...ta max 20 digits NSPL Maximum Split for Tenant 1 250 LANG Default Language 0 English 1 Japanese 2 Spanish 3 Italian 4 French 5 German OPENO Enter the operator access code programmed in the ASPA or ASP...

Page 216: ...AGENT ACD A 34A and EMERGENCY RECORDER ACD E 6A for more details 3 CCV data programmed for a pilot number of a split of supervisors as the destination of Assistance call or Emer gency call is as foll...

Page 217: ...cy request destinations per split ASIST pilot number of a split of supervisors EMGCY pilot number of a split of supervisors STEP 2 ACDLOG Assign assistance and emergency request destinations per ID co...

Page 218: ...sted all available call records too many simultaneous ACD calls either connected or in queue all new incoming ACD traffic will be diverted to the code specified for the MIS Operator Selection Once div...

Page 219: ...e illustrates how the feature functions 1 An agent is logged onto a position the extension is 4281 2 The agent requests to be monitored by pressing the ASSIST key 3 While the supervisor s position is...

Page 220: ...hen the supervisory position is logged off or in BREAK mode the service indication of MONITOR VA CANT or MONITOR BREAK is displayed on the agent position s LCD at each time However the super visor can...

Page 221: ...Note This data is required when Monitor function for IP devices is used Bit 6 1 Monitor function for Legacy DtermIP SP20 SP30 is available in the connection that involves IP devices Bit 6 0 Not avail...

Page 222: ...has been in queue This level is only used if two or more splits have the same priority If splits have the same priority then the call with the longest time in queue will always be connected before cal...

Page 223: ...answer mode will be the defaults associated with the single split that is chosen An agent in single split mode whose logon ID permits any split can only logon at a position that permits a single spec...

Page 224: ...mple the CW lamp reflects the status of the first split that has either reached a threshold the first to reach a higher threshold flashing or the status of the split which has exceeded a threshold by...

Page 225: ...re below Agent301 Agent302 Agent303 Agent304 Agent300 SplitA Agent300 Agent300 Agent403 Agent400 Agent401 Agent500 Agent501 Agent502 Agent503 Agent402 SplitC SplitB 1st to be called Agent300 2nd to be...

Page 226: ...ow will not be activated If the call is terminated to the agent position Logon ID 5555 not belonging to the first assigned Split Split A in CCV Overflow will be activated Logon ID Information Destinat...

Page 227: ...hat an agent can service which is part of the agent logon ID is programmed on an agent basis 3 The splits allowed at a position which are programmed on a position basis PROGRAMMING ACDLOG SPLIT Split...

Page 228: ...ature Keys of Agent Supervisory Position Be sure to assign the Service Feature Class SFC separately to Multi Line and ACD Non ACD Lines accommodated on the Agent Supervisory Position 3 Even if Agent S...

Page 229: ...lti Line of Agent Supervisory Position 11 MIS cannot monitor and display the status Call Origination Call Termination Call Answer Call Transfer Call Hold Conference Release etc of Multi Line accommoda...

Page 230: ...sidered When the Agent Supervisory Position using Headset answers a call held on its another Multi Line after holding a call on a Multi Line turn the Headset Key to OFF and ON again to allow the call...

Page 231: ...sign Multi Line to each Line Feature Key of Agent Supervisory Position KYN Key Number 1 40 KYI Assign 2 Multi Line TN Tenant Number of Multi Line STN Station Number of Multi Line KD Kind of Line 0 2 S...

Page 232: ...ct In Termination DID x Direct Inward Dialing x Remote Access To System N Master Console N Power Failure Transfer N Internal Music On Hold x External Music On Hold N Multiple Music On Hold N Distincti...

Page 233: ...rwarding All Calls x Call Forwarding Busy Line x Call Forwarding Don t Answer x Call Forwarding All Calls Outside N Call Forwarding Busy Line Outside N Call Forwarding Don t Answer Outside N Split Cal...

Page 234: ...ity Restriction Class EPN N Class Of Service Individual x Day Night Class Of Service N Timed Reminder N Call Forwarding Intercept Announcement N Call Forwarding All Calls Announcement N Howler Tone Se...

Page 235: ...Exclusive Hold X Call Forwarding All Calls X Call Forwarding Busy Line X Call Forwarding Don t Answer X Voice Call N Internal Zone Paging N Selectable Station Call Pickup X Boss Secretary Transfer N...

Page 236: ...into Night mode the NIGHT lamp is lit at all the positions in the split and incoming calls are routed to the night pilot number programmed from the ACD PCPro Night Mode Cancel 1 Night mode may be can...

Page 237: ...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 8 For mult...

Page 238: ...ce outgoing calls OPERATING PROCEDURE The operation to place and receive calls on the Non ACD line is like any other Non ACD line with all the associated privileges and restrictions SERVICE CONDITIONS...

Page 239: ...of Call Control Vectors specifically using the Transfer To in struction See CALL CONTROL VECTOR ACD C 108A for additional information Note Do not set call forwarding features such as Call Forwarding...

Page 240: ...s to keep in mind HIGHEST PRIORITY CALLERS ALWAYS GO FIRST Callers with a higher priority are always serviced before those with lower priorities As a result of this a low priority call could remain in...

Page 241: ...AMMING STEP 1 ACDTG Assign the priority order to each ACD route QPRTY Queue priority of ACD route 1 250 1 250 STEP 2 ACDPLT Assign the priority order for ACD calls terminated to each pilot number TRKP...

Page 242: ...ay is TECH SUPPORT Refer to CALLING PARTY IDENTIFICATION ACD C 70A for related information If an incoming ACD call enters the system through a pilot number and the receiving agent uses a pilot number...

Page 243: ...ance request 1 While on an ACD call Molly at extension is 4302 presses the ASSIST key The ASSIST lamp turns on and ASSIST KATHEY is displayed on the agent s position indicating whose supervisor positi...

Page 244: ...isor releases from the monitor the agent s lamp will be extinguished 6 The agent and the calling party are never disconnected while the supervisor s position is ringing 7 An emergency recorder is conn...

Page 245: ...queue while at the same time have available agents in the agent queue There are two distinct ways to present a call to a split Each way provides a different algorithm for connecting the call to an age...

Page 246: ...eue depth is set at 3 then calls are connected if there are fewer than three calls in queue If there are three or more calls in queue the call will be processed by the next step in the Call Control Ve...

Page 247: ...mple a small split having only six agents should not allow 220 queued calls This would result in numerous abandoned calls A maximum queue size of 15 would be more appropriate for this particular split...

Page 248: ...o 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...

Page 249: ...accuracy of the timing on the Ring Delay feature is 2 seconds 2 For a Ring Delay step in a CCV to be effective it must appear before the Queue To Queue Assign or Conditional Queue Assign step otherwis...

Page 250: ...the longest waiting agent If preference levels are being checked then the agent with the highest preference level is located and if there are more than one with the same preference level then the lon...

Page 251: ...gent s time is being spent Call Recover Timer After a call has been assigned to an agent s position it is expected to be answered within a certain short period of time If the call is not answered it c...

Page 252: ...etc Logoff Warning When logoff warning feature is enabled agents will receive a visual display and their logoff key will be ignored one key press only is ignored if an agent attempts to logoff while...

Page 253: ...dditional information The Supervisor Concept The concept of a supervisor or a supervisor position has no formal definition within this ACD Some of the tradi tional ideas of a supervisor are described...

Page 254: ...econd displays will follow each other providing some brief statistics pertaining to the split this po sition belong to the current queue depth and wait time of the longest caller is displayed first Q...

Page 255: ...TI SPLIT AGENT ACD M 90A for additional information OPERATING PROCEDURE 1 Split selections are performed automatically by the ACD system when an agent logs on SERVICE CONDITIONS 1 One combination of a...

Page 256: ...hen the last agent logs off When Stranded Call Routing is invoked each caller remaining in queue will be directed to a new Call Control Vector and step and continue their ACD processing from that new...

Page 257: ...in North America Special Logon ID 666000000 Special Logon ID 555000000 Special Logon ID 555000000 Split 1 Split 2 Split 3 Split 4 Special Logon ID None ID 555000000 Agent A Agent B Agent Position A ca...

Page 258: ...assigned as a call transfer destina tion in CCV Only when Split hav ing Special Logon ID Split assigned as a call transfer destina tion in CCV Without Special Logon ID Only Split to which Calling Part...

Page 259: ...ID Logon ID is specified Monitor Barge function is available only for Split to which Supervisor belongs Note 3 Note 4 Station Number is specified Monitor Barge function is available only for Split to...

Page 260: ...gnd by ACDLOG command GOCFNO GOCFSTP Restricted Transfer to Agent C Transfer to Agent E Special Logon ID 666000000 Special Logon ID 666000000 Make call to Agent B Split 1 Agent A Split 2 Split 3 Agent...

Page 261: ...V step are assignd by ACDPLT command CCVNO CCVSTP CCV for pilot number 6000 This CCV Number and CCV step are assignd by ACDPLT command CCVNO CCVSTP Restricted Special Logon ID 666000000 Split 1 CCVACT...

Page 262: ...t 4 Split 3 Supervisor Logon ID 123 The supervisor can monitor The supervisor cannot monitor The supervisor cannot monitor The supervisor cannot monitor The supervisor cannot monitor The supervisor ca...

Page 263: ...from making call to PPN Blink the PPN ROT BT Not queueing When Agent is restricted from transferring Blink the PPN ROT BT Not queueing When Agent is restricted from monitoring MONITOR NUMBER is displa...

Page 264: ...stricted 6 For the monitoring connection restriction is executed in case of both the dialing the ID code and the dialing the non ACD call station number of the agent 7 When Supervisor has no Logon ID...

Page 265: ...his feature is available among a maximum of 16 Splits 14 When an intermediate party is released after Call Transfer All Calls is restricted the Calling Party is also dis connected 15 When using QUEUE...

Page 266: ...the connection of Monitor STEP 3 ASFC SFI 227 RES 1 Restriction on the connection of PPN Pilot number STEP 4 ASFC SFI 228 RES 1 Restriction on the connection of Monitor STEP 5 ACDLOG Assign the ID co...

Page 267: ...Pro printer under the 6 H heading Bad Call Notification A special code within the 6 H report indicates the occurrence of the trunk trouble report Additional codes used within the 6 H re port are descr...

Page 268: ...red for a single phone call This feature is activated by the operation of the TALLY key on the agent position OPERATING PROCEDURE 1 The agent presses the TALLY key at any time The displays shows TALLY...

Page 269: ...ble is referred to as a Holiday Schedule refer to HOLIDAYS SCHEDULING ACD H 20A Holidays may be programmed up to 365 days in advance OPERATING PROCEDURE Week Schedule routing is activated by programmi...

Page 270: ...round the requirement of entering a Tally Code after each and every call may find that they are not even allowed to logoff the ACD system until they have entered a tally code for the most recently com...

Page 271: ...placed in Ready mode If the agent requested to enter Break mode while on the ACD call the request will be honored and the agent will not be placed in Ready mode at the conclusion of the ACD call The a...

Page 272: ...ure 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 time outs are programmed using the PCPro comm...

Page 273: ...et at 45 seconds for Split A b After call Work mode is set for Split A c An agent in Split A completes an ACD call and is automatically placed in Work mode d One of three different scenarios could fol...

Page 274: ...From Manual Answering status 1 The AUTO MAN key is pressed 2 AUTO ANSWER is displayed 3 The AUTO MAN lamp lights steadily 4 The agent hears Zip Tone when an ACD call is connected SERVICE CONDITIONS 1...

Page 275: ...st procedures should not be operated until the system message 6 H is output and Login prompt appears on the LCD START ACD Incoming Call Distribution to Agents Priority Processing Automatic Call Distri...

Page 276: ...vice ACD N 12A Monitoring ACD Supervisor ACD M 28A Break Mode ACD B 20A Assistance ACD Agent ACD A 34A Availability ACD Position ACD After Call Work A 37A Emergency Recorder ACD E 6A Overflow Outside...

Page 277: ...RES Abandoned Call Search Abandoned Call Search ACD A 31A Trunk Trouble Report Trunk Trouble Report MIS ACD T 24A MIS Terminal Functions Tally Count ACD T 49A For the following services refer to the m...

Page 278: ...logon is the Automatic Answer mode this operation is not necessary because the Automatic Answer mode has already been set C O trunk call incoming Place a C O trunk call from station A to line B Incom...

Page 279: ...y 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 Set up a loop back connectio...

Page 280: ...trunk calls from station A B and C to stations D E and 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...

Page 281: ...ts Answering by ACD agent positions Check that conversation can be held normally after answering Release at ACD agent positions The agent positions should not be in the Automatic After Call Work mode...

Page 282: ...let them terminate in the routes for the non priority queue C O trunk incoming to the priority queue Place C O trunk call from station C to station F and let it terminate in the route for the priorit...

Page 283: ...d priority queue are terminated and release the After Call Work mode Incoming at ACD agent position Answering by ACD agent position Check that the first communication can be held with the originator o...

Page 284: ...e Log on agent positions in order of C D E C O trunk incoming Place a C O trunk call from station A to line B Incoming at ACD agent position Check that the call is terminated at agent position C Agent...

Page 285: ...ncoming at ACD agent position Check that the call is terminated at agent position D Answering and release by ACD agent position C O trunk incoming Place a C O trunk call from station A to line B Incom...

Page 286: ...D E and F respectively First delay announcement Stations A B and C shall hear the first delay announcement after the predetermined period of time Music on hold Stations A B and C shall hear the music...

Page 287: ...enter Closed Announcement C O trunk call origination Place a C O trunk call from station A to station B Check that station A hears the center closed announcement Announcement Machine ELC DLC A B COT L...

Page 288: ...ath NAP 215 106 Sheet 2 2 Center Closed Announcement Set the ACD system to the night mode by pressing the NIGHT key on the supervisory position or by operating from the MIS terminal C O trunk call inc...

Page 289: ...upervisory 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 F D E COT SP C A B LC G H I J Ov...

Page 290: ...mination at overflow destination split Answering by ACD agent position At the moment an agent position answers it hears the ACD call transfer identification tone after which the communication can be s...

Page 291: ...tion When the ACD call is terminated at the supervisory position the LCD on the supervisory position indi cates the emergency recording request and the MON lamp also illuminates At the same time the r...

Page 292: ...sition can confirm the answering of the supervisory position by the change of the lamp indication on the agent position flashing steady as well as from the LCD display Confirmation of recording Check...

Page 293: ...oming 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...

Page 294: ...EASE key Confirmation of After Call Work mode Check that when the agent position release the next call is not terminated at it Release of After Call Work mode Press the WORK key again so that the WORK...

Page 295: ...ER 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 Place a C O trunk call from station B to stat...

Page 296: ...tic Release of After Call Work mode Press the WORK key so that the WORK lamp goes out Incoming at ACD agent position Answering by ACD agent position The agent position starts communication with statio...

Page 297: ...ervisory position Answering by supervisory position The communication between the agent position and supervisory position starts while the C O trunk call is held Three party conference call Press the...

Page 298: ...C O trunk call from station A to line B Confirmation of Break mode Check that the incoming call is not distributed to the agent position Release of Break mode Press the BREAK key again so that the lam...

Page 299: ...ion 1 Press the MON BARGE key on the supervisory position 2 Dial Agent ID code or 0 Agent position station No for non ACD calls Monitoring The supervisory position can monitor the conversation between...

Page 300: ...or 1 n n Press MON BARGE key again No operation for 30 seconds NAP 215 113 Sheet 2 2 Monitoring ACD Supervisor Supervisory Override Operation Press the MON BARGE key on the supervisory position again...

Page 301: ...ter 1 to change over into the night mode 3 Changeover into the night mode by means of operation at the MIS terminal of the supervisory position Night Announcement Place a C O trunk call from station A...

Page 302: ...on station 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...

Page 303: ...STM 1 STS 0 ST 1 Release the trunk after detection of the release signal NAP 215 115 Sheet 1 1 Abandoned Call Search Abandoned Call Search C O trunk call origination Place a call from the station A to...

Page 304: ...is terminated to agent positions An agent position answers the call While the agent position is in the conversation press the TRKTRBL key on line B The connection information is output at the MIS term...

Page 305: ...ION ACDTN Assignment of ACD Tenant Data 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 ACDPLT As...

Page 306: ...ACDCOM ACDSPL ACDCCV ACDSPL ACDTN ACDLOG ACDTN ACDSPL ACDPSN ACDPSN AEFR ASFC ASDT AISTL AKY1 ARSC AEFR ASFC ASDT AISTL AKY1 ARSCN ACDSPL ACDHS ACDWS ACDHC ACDTN ACDCCV AADT ASDT AISTL AADTN ASDT AIS...

Page 307: ...anged all data con cerned with ACD function must be assigned again 2 Since data related to MIS connection is assigned using TN 1 the following data must be set even when TN 1 is not used for the ACD s...

Page 308: ...r split queuing after overflow or call forwarding 1 to 250 4 Assignment and Deletion Procedure These flow diagrams show the procedure used to assign and change Tenant Data for the Integrated ACD Figur...

Page 309: ...nt Sheet Tenant Number TN 1 9 Tenant Name NAME Max 20 characters Number of Split NSPL 1 250 Default Language LANG 0 5 Access Code for Operator Call OPENO Note 1 Access Code of IVR IVRNO Note 2 Outboun...

Page 310: ...294 ACDTN Assignment of ACD Tenant Data Note 2 Only digits 0 9 can be entered to the parameter IVRNO and cannot be used One digit IVR pilot number may not be assigned...

Page 311: ...many calls are already in queue in this split Example If 3 is entered as the number of calls in queue in COND DETAIL and there are more than 3 calls in queue this split will not accept Conditional Que...

Page 312: ...plit Valid ranges for normal max depths are 1 to 700 Valid ranges for variable max depths are 5 to 1000 in increments of 5 14 Positions can be programmed to automatically go into Work mode if an outgo...

Page 313: ...t Mode 0 Break 1 Vacant WMT Work Mode Timeout 0 9999 seconds 0 indefinite RMON Assist Key Type of Assistance 0 Assist 1 Monitor Me BRKTP Break Types 0 feature not used 1 Break Type 1 used 9 Break Type...

Page 314: ...Thresholds Flash number of queuing call 0 700 ST CCV NO Stranded Calls CCV Index number 1 900 ST CCV STP Stranded Calls CCV Step number 1 20 CRT Call Recover Time 0 255 or 0 feature not used A_WMT Ana...

Page 315: ...0 Required 1 After ACD Call AFTER Select one Work 0 Available 1 Answer Mode ANMD Select one Automatic 0 Manual 1 Maximum Queue Depth QUEUE 1 700 or 5 1000 Call Waiting Chime CWCHM Select one No 0 Yes...

Page 316: ...e 1 ACD Split Data Programming Sheet 2 2 Work Mode WKRST Select one Allow 0 Restricted 1 Auto Work Node Call Ring In Answer AWPI No Auto Work 0 Ring In 1 Answer 2 Ring In Answer 3 Auto Work Node Call...

Page 317: ...t Split HSPL Select one Disabled 0 Enabled 1 Agent Queuing Options AGT_Q Select one No Priorities 0 Priorities 1 Tally Required PCS Select one Not Required 0 Required 1 Auto Work Timeout AWPRST Select...

Page 318: ...C 0 any split 1 specific split s SPLIT Available split to logon MULTS 0 1 Single Multi See the Table 6 5 in ACDPSN command for detailed information 5 If using Abacus MIS the logon ID cannot exceed 4 d...

Page 319: ...ACE SPACE Functional not used Two to five digits Note Note 3 Use numbers 0 9 may not be used One digit dial number may not be assigned NAMES Abbreviated Name Use all the initials of the user 4 Assignm...

Page 320: ...e LANG English 0 Japanese 1 Spanish 2 Italian 3 French 4 German 5 Split Number SPLIT 1 250 Priority PRIO 1 99 Multi Split MULTS No 0 Yes 1 Personal Assist Request No PARN 2 5 digits Note Personal Emer...

Page 321: ...ete the ACDPSN data of ACD agent supervisory position to be changed the number STEP 2 Change the number using ASDT AISTL or ALGSL ALGSN STEP 3 Assign the changed number and other data in the ACDPSN da...

Page 322: ...n 1 Supervisory Position 2 Analog Agent Position 3 Analog Supervisory Position 4 Hot Split SPLC Any or specified specific split 0 Any split 1 Specified SPL1 Split Number 1 250 only used if SPLC 1 Tabl...

Page 323: ...307 ACDPSN Assignment of ACD Position Data Note The List up program will scan both My Line and ACD line positions within the range designated in the List up command...

Page 324: ...re 6 4 Assigning and Removing ACD Position Data 1 2 3 1 2 3 1 2 3 1 2 DESCRIPTION DESCRIPTION Assign the station numbers for the ACD line and the Node line Assign the key data for the ACD position Ass...

Page 325: ...tion Data Programming Sheet ACD Tenant TN 1 9 or 10 Line Numbers Node NACD Note Line Numbers ACD ACDL Note Type of Agent Position PTYPE 0 4 Agent Position 0 Supervisory Position 1 Analog Agent Positio...

Page 326: ...entage of the calls going to the next step in the CCV Conditionally perform next CCV instruction based on Estimated Time to Answer ETA of a call Conditionally perform next CCV instruction based on ETA...

Page 327: ...No 1 ACDSPL Infinite Loop is occured Queue to Split Pause GOTO CCV 1 2 n Split 1 10 sec CCV No 5 CCV Step No 1 CCV No 1 Queue to Split Pause GOTO CCV 1 2 n Split 2 10 sec CCV No 5 CCV Step No 1 CCV No...

Page 328: ...used for CCVACT 5 IVRDN IVR Access number max 5 digits used for CCVACT 20 Split Split Number used for CCVACT 21 26 For CCVACT 21 and 22 1 127 For CCVACT 23 26 1 250 ETA ETA threshold value in a speci...

Page 329: ...split Note 2 10 Queue Assign Split number 1 250 11 End CCV CCV is finished 12 Jump CCV step when the queue is busy See GOCCV and GOSTP When all operators in the split are busy jump to the designate C...

Page 330: ...r of the login agents for a specified split and the threshold value If the number of the login agents is less greater than the threshold the next CCV step is executed skipped For more details see CALL...

Page 331: ...unks referenced by the CCV Assign station data for any station referenced by the CCV Assign a pilot number to go to the CCV or to a Week Schedule that references the CCV Assign data for any splits ref...

Page 332: ...valid is 0 20 ACD Call Control Vectors Data Programming Sheet ACD Tenant TN 1 9 CCV Index CCVNO 1 900 Remarks CCV Step CCVSTP 1 20 CCV Step Type CCVACT 0 26 CCV Step Parameter CCVACTDATA Jumped CCV I...

Page 333: ...7 ACDCCV Assignment of ACD CCV Data Note 3 For CCVACT 21 and 22 1 127 For CCVACT 23 26 1 250 Transfer Destination TRFDC IVR Access Number IVRDN Max 5 digits Split No Split Note 3 ETA Threshold ETA 1 5...

Page 334: ...CCV Data Note 4 For CCVACT 23 the data valid is 0 100 For CCVACT 24 and 25 the data valid is 1 100 For CCVACT 26 the data valid is 0 500 Comparable Threshold Value COMP Note 4 Condition for Combinati...

Page 335: ...he same CCV or Week Schedule and use different priorities 4 If an invalid pilot number is assigned it may cause the Call Recover feature not to work 5 For a maximum number of pilots in a ACD system se...

Page 336: ...rocedure used to assign and delete ACD pilot data Figure 6 6 Assigning and Removing ACD Pilot Data 1 2 1 2 1 2 1 2 START END END START AMNO ACDPLT ACDPLT AMNO DESCRIPTION DESCRIPTION Assign the monito...

Page 337: ...Pilot Data Programming Sheet ACD Tenant TN 1 9 Pilot No M_NO Note Pilot Name NAME Trunk Priority TRKPRI 1 250 Internal Priority INPRI 1 250 Transfer Priority TRPRI 1 250 Route to Method CCV W 0 CCV 1...

Page 338: ...ammed in ACDTG 3 Parameters ACDP Fixed to 0 Not used TN Tenant Number 1 9 0 indicates all tenants ACDRT Trunk Group Number Rt Number 1 to 254 NAME Trunk Group Rt Name optional up to 20 characters Only...

Page 339: ...G Assignment of ACD Trunk Group Data ACD Trunk Group Data Programming Sheet ACD Tenant TN 1 9 ACD RT ACDRT 1 254 ACD RT Name NAME up to 20 characters ACD Queue Priority QPRTY 1 250 Circuits CNT 1 255...

Page 340: ...nction Two to five digits Unify the number of digits FKIND The ACD feature which this access code will provide 1 13 1 Logon With ID 2 Logon Without ID 3 Logoff 4 Ready Mode 5 Work Mode 6 Break Mode 7...

Page 341: ...t Access Code Data Programming Sheet 1 3 Access Code ACC Note Agent Feature FKIND Break Type TYPE 1 9 Success S ANT 0 58 Failure F ANT 0 58 Logon Without ID 2 Logoff 3 Ready Mode 4 Work Mode 5 Break M...

Page 342: ...t 2 3 Access Code ACC Max 5 digits Note Agent Feature FKIND Logon ID Max 9 digits Note Success Announcement S ANT 0 58 Failure Announcement F ANT 0 58 Logon With ID 1 Logon With ID 1 Logon With ID 1 L...

Page 343: ...ode Data Programming Sheet 3 3 Access Code ACC Max 5 digits Note Agent Feature FKIND Stroke Count CODE Max 9 digits Note Success Announcement S ANT 0 58 Failure Announcement F ANT 0 58 Tally Code 7 Ta...

Page 344: ...t information from callers 2 Precautions IVR should be set up on the Node as members of a UCD hunt group whose pilot number is the same as the IVR pilot number field of ACD tenant data see ACDTN comma...

Page 345: ...IVR and are not available It is not available to assign different number of digit for the access code i e access code 100 and 10 cannot coexist in a system ACD IVR Integration Data Programming Sheet T...

Page 346: ...rocessed according to one of the three schedules for that day This only applies to Pilot Numbers that use time of week scheduling 2 Precautions 1 Holiday schedules are only valid for pilot numbers usi...

Page 347: ...Schedule Information ACD Holiday Schedule Data Programming Sheet ACD Tenant TN 1 9 Schedule Number SCH 1 3 CCV Start time CCV Index CCVNO 1 900 CCV Step CCVSTP 1 20 HOUR 0 23 MINUTE 0 59 1 1 2 3 1 2...

Page 348: ...HS Assignment of ACD Holiday Schedule 2 3 ACD Holiday Schedule Data Programming Sheet ACD Tenant TN 1 9 Schedule Number SCH 1 3 CCV Start time CCV Index CCVNO 1 900 CCV Step CCVSTP 1 20 HOUR 0 23 MINU...

Page 349: ...to Pilot Numbers that use time of week scheduling If no data is assigned by this command ACDHCP will refer to the data assigned by ACDHS 2 Precautions 1 Holiday schedules are only valid for pilot numb...

Page 350: ...ACD Holiday Schedule for Pilot Number ACD Holiday Schedule Data Programming Sheet Week Schedule Number WEEKNO 1 250 Schedule Number SCH 1 3 CCV Start time CCV Index CCVNO 1 900 CCV Step CCVSTP 1 20 HO...

Page 351: ...signed by this command ACDHCE command uses the data assigned by the ACDHS command 2 Precautions 1 When holiday schedules are already assigned remove them by using ACDHCE or ACDHSE com mand 2 Holiday s...

Page 352: ...signment of ACD Holiday Schedule for type of reception services ACD Holiday Schedule Data Programming Sheet Schedule Number SCH 1 255 CCV Start time CCV Index CCVNO 1 900 CCV Step CCVSTP 1 20 HOUR 0 2...

Page 353: ...a Week Sched ule ACDPLT CCV W 1 Holiday information includes a month and day entry and a number that refers to the Holiday Schedule to be used on that day An unlimited number of days may be scheduled...

Page 354: ...cedure used to assign and delete ACD Holiday Calendar data Figure 6 9 Assigning and Removing Holiday Calendar Information 1 1 1 2 3 1 2 3 DESCRIPTION START DESCRIPTION ACDWS ACDHS ACDHC END END START...

Page 355: ...nt of ACD Holiday Calendar ACD Holiday Calendar Data Programming Sheet ACD Tenant TN 1 9 Month and Day Schedule SCH 1 3 MONTH 1 12 DAY 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...

Page 356: ...ormation includes a month and day entry and a number that refers to the Holiday Schedule to be used on that day An unlimited number of days may be scheduled as holidays and up to three different holid...

Page 357: ...y Calendar for Pilot Number ACD Holiday Calendar Data Programming Sheet Week Schedule Number WEEKNO 1 250 Month and Day Schedule SCH 0 3 MONTH 1 12 DAY 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19...

Page 358: ...255 different holiday schedules can be programmed Holidays can be programmed up to one calendar year in advance 2 Precautions 1 When holiday schedules are already assigned remove it by using ACDHCE or...

Page 359: ...ar for type of reception services ACD Holiday Calendar Data Programming Sheet Week Schedule Number WEEKNO 1 250 Month and Day Schedule SCH 0 255 MONTH 1 12 DAY 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 1...

Page 360: ...Table 2 1 ACD System Capacity 3 The same Schedule Number SCH can not be assigned to multiple tenant numbers 4 When assigning schedules write the data after sorting 5 When the data is read out the dat...

Page 361: ...e Information 1 2 3 1 2 3 1 2 3 1 2 3 START START END END ACDPLT ACDCCV ACDWS ACDWS ACDCCV ACDPLT DESCRIPTION DESCRIPTION Delete the Week Schedule data for call processing Delete the related CCVs Dele...

Page 362: ...eek Schedule Data Programming Sheet Tenant Number TN 1 9 Schedule Number SCH 1 250 Day of week WEEK Monday MON Tuesday TUE Wednesday WED Thursday THU Friday FRI Saturday SAT Sunday SUN CCV start time...

Page 363: ...lect either of radio buttons Retain Clear Load Retain Internal ACDP is initialized while maintaining the existing ACDP office data Clear Internal ACDP is initialized and the existing ACDP office data...

Page 364: ...348 CHAPTER 6 This page is for your notes...

Page 365: ...sections 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 Record...

Page 366: ...ogram 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 The lamp goes out the previous display...

Page 367: ...s the LOG ON OFF key The lamp goes out the previous display disappears and the following messages are displayed a GOOD BYE b SHIFT 08 02 37 The time since Log on in hours minutes and seconds c ACD CAL...

Page 368: ...unk group name waiting time in the queue and calling party s number etc is displayed and the time to be spent for the conversation is indicated When the call is over press the RELEASE key From the aut...

Page 369: ...s 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...

Page 370: ...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 The lamp goes off and ON BREAK OVER...

Page 371: ...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...

Page 372: ...m Night mode to Day mode Press the XFER key Special Dial Tone SPDT is heard XFR Dterm Series III or XFR OPE Dterm Series E is displayed Dial the ACD monitoring number of the transfer destination split...

Page 373: ...ssistance 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 The supervisor and agent can confer while the ACD call...

Page 374: ...y presses the MON BARGE key The lamp blinks MONITOR NUMBER is displayed Dial the ID code of the agent to be monitored or dial 0 followed by the non ACD call station number of the agent position and Mo...

Page 375: ...m YoucanrestarttheUAP s inthesameorder asboot up whenusingmorethanoneUAP Initialize theACDP independently by using theACDIZ command At this time select Retain on the Office data parameter Note 1 Perfo...

Page 376: ...ting must be performed at all nodes in the FCCS network Note 3 When the Status Monitor Facility Request SMFR FN 126 is used System initialization and Restart ing of the UAP including MIS must be perfo...

Page 377: ...d 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 Figure 8 1 Flow of Maintenance W...

Page 378: ...tion 2 1 1 The Relationship between System Messages and Lamp Indications When the system has detected a fault the corresponding system message is given out and at the same time the related lamp on the...

Page 379: ...OCK UP Something abnormal happened and the communication between ACDP and MIS has been locked up To be displayed when ASYD command SYS 1 INDEX 42 b2 1 365 6 H Bad Call Notification This message is iss...

Page 380: ...down manually You can program not to output this detail message at some offices using SYS1 INDEX864 b1 in ASYDL Other messages than ERRK 01 is output when TCP connection disconnected is not output Fau...

Page 381: ...Data of System Message 5 Q System Message 5 Q ACD MIS LOCK UP 1 Print out Format 2 Print out information typical Each data is always displayed as 0 SYSTEM MESSAGE 5 Q ACD MIS LOCK UP NEC ESD MAY 11 22...

Page 382: ...record 17 Excessive business station on ACD calls 18 Excessive calls queued 21 Unknown Pilot No called 24 Illegal execution of ACD timeout procedure 30 ACD pointer error detection and recovery 33 ACDP...

Page 383: ...cimal place Issue of ACDP Second digit of decimal place When 21 Hex Information on Calling Party Station My Line No Station 00 Trunk Route No Trunk No 00 00 Information on Unknown Pilot No Unknown Pil...

Page 384: ...displayed between The number of ACD Client License The number of registered Agent Positions The number of registered Logon IDs Example When the numbers of ACD Client License registered Agent Position...

Page 385: ...ple When the numbers of ACD Client License registered Agent Positions and registered Logon IDs are 500 600 and 2345 respectively 2 3 3 3 6 12 12 3 3 3 6 4 3 5 5 5 6 6 3 7 5 9 The maximum number of Log...

Page 386: ...Auto print Insufficient ACD call records 2017 Auto print Excessive business stations agent Node lines and Att s on ACD calls 2018 Auto print Excessive calls queued 2019 Reserved 2020 Reserved 2021 Au...

Page 387: ...54 32 00 00 00 72 2 00 05 00 14 00 00 00 00 Station 4003 has placed a direct call to the ACD line on station 5144 1 20 04 51 44 00 00 00 00 2 4A A3 00 00 00 00 00 00 An attempt to connect route 7 trun...

Page 388: ...database 1 20 21 00 09 00 02 00 00 2 43 59 00 00 00 00 00 00 This is a count of available call records The ACD could accept 293 more calls Printed once per hour on the hour 1 20 22 00 00 00 00 02 93 2...

Page 389: ...the hour There are 10 counters each of which count messages for 6 minute blocks In the first 6 min utes of the hour there were hex 482B messages There were hex A655 messages in the second 6 minutes et...

Page 390: ...AI MIS terminal Port No Used socket No Error Code TCP IP part Application Part Application Type 05 OAI 07 MIS Faulty Logical Port No Error Kind ERRK 01 SEND Execution Error 02 RECEIVE Execution Error...

Page 391: ...umber When MS 1 Subscribe Information NMI HEX OPEC HEX NMI HEX OPEC HEX MOKIND HEX TN HEX PSAP HEX TN HEX PSAP HEX PSAP HEX PSAP HEX SYSTEM MESSAGE 26 Y Standalone Mode Set Notification NEC ESD AUG 21...

Page 392: ...ge is issued when the VNDM Local node is released its standalone mode and FCCS link with VNDM Center node is re established 1 Print out Format 2 Print out information typical This system message is al...

Page 393: ...ing such fault information promptly the faulty positions can be diagnosed and recovery operations can be started quickly Figure 8 2 shows the flow from the occurrence of a fault to its diagnostics Fig...

Page 394: ...an alarm such as circuit card initialization is displayed during diagnostics press the ALM RST button to reset the alarm indication When the result of diagnostics shows that the fault is temporary ex...

Page 395: ...software operation on the Host side 2 Check the LAN cable connection 0A TCP IP connection establishment is not completed for the TCP connection disconnection ordered from Host Re start the Host 0B TCP...

Page 396: ...Incorrect text format is received 1 Check the software operation on the Host side 2 Check the LAN cable connection status 03 TCP IP connection is released due to the TCP port disconnection order from...

Page 397: ...ork should be done at night when the ACD system is operated less frequently The fault recovery procedures can be divided into those on the ACD system and those on the MIS as shown below Figure 8 4 Flo...

Page 398: ...w 1 MIS Restart Processing STEP 1 By selecting MIS System Stop cause the MIS to stop operating STEP 2 Turn off the power supply to the MIS After taking for 5 6 seconds turn on the power supply again S...

Page 399: ...rcuits The number of trunks in a trunk group that are designated as ACD trunks Conditional threshold Threshold values set for call acceptance of conditional queue calls into the queue of a target spli...

Page 400: ...hunt group of ACD positions Splits Allowed Specifies which splits a position can take calls from Tenant A software delineation between multiple groups that share a Node or ACD system e g multiple com...

Page 401: ...tination CCV Specifies the CCV to use for the pilot number s alternate night destination Index 0 900 0 not used Step 1 20 0 optional Analog agent access code Number that invokes an ACD feature for an...

Page 402: ...ak type Specifies whether agents should be prompted for break type when entering Break mode 1 no prompt 9 prompt 1 required Call recover time Sets the amount of time in seconds an ACD call can ring at...

Page 403: ...tep if estimated time to answer is greater than specified time ETA Less in a split 1 127 Execute next step if estimated time to answer is less than specified specified split seconds 1 511 time in a sp...

Page 404: ...Do Not Disturb Specifies how ACD calls will be handled when there are no positions logged onto the split Queue Do Not Queue Queue required Emergency directory number The directory number that will be...

Page 405: ...R unit up to 5 digits none required IVR port number Associates a port on the IVR unit with the IVR directory number required Language The language a position s messages will be displayed in when a pos...

Page 406: ...nal emergency request number Overrides the emergency request number programmed in ACDSPL up to 5 digits none optional Personal pilot number Defines the number programmed in AMNO AMNOL AMNON Not progra...

Page 407: ...the CCV index to use when recovering stranded calls 0 not used 0 900 0 optional Successful feature activation announcement Specifies the announcement to be connected to an analog agent notifying that...

Page 408: ...t A list of entries to be followed when a week schedule is used Each entry consists of a start time and the CCV index and step to be followed Time HH MM CCV in dex and step num ber none optional Week...

Page 409: ...Printed in Japan 0807 010...

Page 410: ......

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