Page 1 FP85-104 S1 Data Programming Manual - ACD NWA-041687-001 ISSUE 1.0...
Page 2 NEC Infrontia Corporation reserves the right to change the specifica- tions, functions, or features, at any time, without notice. NEC Infrontia Corporation has prepared 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 Infrontia Corporation.
Page 3 In this manual, the following are used unless the types of the Telephony Server and the PBX need to be identified. TERMS USED IN THIS MANUAL SYSTEM NAMES SV8500, the system UNIVERGE SV8500 SV7000, the system UNIVERGE SV7000 Note 1...
Page 4 Terminal Name In this manual, the following terminals are mentioned as each common term unless these types need to be identified. TERMINAL NAMES GENERIC TERMS USED IN THIS MANUAL Dterm Series E/Dterm 75 Dterm Dterm Series i Digital terminal DT310 DT300 Series DT330 Dterm Series E/Dterm 75...
Page 5 Media Gateway (MG), Media Converter (MC), and Voice Conference Server (VS) Names In this manual, the following are mentioned as each common term unless these types need to be identified. GENERIC TERMS USED IN THIS MANUAL EQUIPMENT NAMES MG(PRI) Card [SCA-24PRIA] MG(PRI) Box [MG-24PRIA] MG(PRI) MG(PRI) Card [SCA-30PRIA]...
Page 6 General Terms • Automatic Number Identification (ANI) on this manual is a term equivalent to Calling Line Identification (CLI) in Australia. TERMS-4...
Page 7 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 system-down, malfunction, defect or external factor such as an electrical failure indirectly causes a loss of profit, the company (or affiliates) will not be held responsible.
Page 8 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 Corporation does not take any responsibility for disassembled or reconfigured equipment.
Page 9 Be careful when using any peripheral equipment’s Liquid Crystal Display (LCD). If the liquid leaks, it can be harmful to the user and to the system. Before connecting any non-NEC, customer-provided equipment, check with the supplier to ensure that the equipment is compatible. If the supplier cannot confirm the compatibility, do not connect the equipment.
Page 10 PRODUCT LIABILITY WARNING Observe the following precautions when using any optional batteries: • The system’s emergency back-up battery may be a rechargeable lead battery. Check the emergency battery for an electrical failure. • Battery acid (electrolyte) is extremely harmful to human skin and eyes. If battery acid contacts skin, wash the affected area with soap and water.
Page 11 PRODUCT LIABILITY ATTENTION Do not use benzine, thinner or alcohol for cleaning. When removing dust and dirt, put diluted, mild detergent on a cloth and then wring out the cloth. Remove the dust and dirt with the cloth and then wipe the cleaned area with a dry cloth.
Page 12 This page is for your notes. PL- 6...
Page 13: Table Of Contents
NWA-041687-001 ISSUE 1.0 JULY, 2008 UNIVERGE SV8500 Data Programming Manual - ACD TABLE OF CONTENTS Page CHAPTER 1 INTRODUCTION ............
Page 14 TABLE OF CONTENTS (CONTINUED) Page 3.1.1 Installation of ACD Agent Position ......... . 3.1.2 Installation of ACD Supervisory Position .
Page 15 TABLE OF CONTENTS (CONTINUED) Page NAP-215-115 Abandoned Call Search ..........NAP-215-116 Trunk Trouble Report .
Page 16 3. SYSTEM MESSAGES ............363 3.1 System Messages and Their Meanings .
Page 17: Introduction
CHAPTER 1 INTRODUCTION CHAPTER 1 INTRODUCTION 1. GENERAL This manual describes the system outline and procedures of installation/installation tests, operations, mainte- nance and data assignment of the ACD (Automatic Call Distribution) 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...
Page 18: Related Reference Manuals
CHAPTER 1 INTRODUCTION 1.2 Related Reference Manuals For maintenance to be performed on the ACD System, there are the operations pertaining to ACD functions and those pertaining to the Telephony Server itself. Since this manual explains only the operations pertaining to ACD functions, related reference manuals explaining the procedures of the Telephony Server must be used to- gether with this manual when performing maintenance on the ACD System as a whole.
Page 19: About Release Information
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 – 3 –...
Page 20: Structure Of Telephony Server
CHAPTER 1 INTRODUCTION 3. STRUCTURE OF TELEPHONY SERVER 3.1 General This section explains the structure of Telephony Server, mainly about processors it has. Telephony Server has TP and SP as processors on its CPU. Both TP and SP work together to provide various features. The following are general description of TP and SP.
Page 21: Registration Destination Of Ip Devices/Stations
CHAPTER 1 INTRODUCTION 4. REGISTRATION DESTINATION OF IP DEVICES/STATIONS Here lists IP addresses of Telephony Server to be assigned to each IP device/station as its registration destina- tion. The IP address varies depending on several conditions, consisting of PH kind that handles the device/sta- tion, protocol mode in which the device/terminal operates, and Telephony Server’s configuration.
Page 22 CHAPTER 1 INTRODUCTION Telephony Server has two parts of processors on its CPU, TP and SP. For the information about it, refer Note 1: “STRUCTURE OF TELEPHONY SERVER”. MG(PRI) in Proprietary Protocol mode uses LAN1 as the registration destination while uses LAN2 as Note 2: the signaling control port.
Page 23: Lan Interface Accommodation
CHAPTER 1 INTRODUCTION 5. LAN INTERFACE ACCOMMODATION There are four LAN ports on the front panel of Telephony Server, of which LAN1 and LAN2 play a central role in managing the whole system. This section explains usage of them (LAN1/LAN2). Additional information about the LAN ports is described in “Management by 4-LAN Port”...
Page 24 CHAPTER 1 INTRODUCTION Each communication using LAN1 as its interface is listed in the table below, where relationships between each application and socket are shown. Application Protocol Port No. IP Address Registration by Proprietary Protocol 3456 Registration by SIP 5060 ACT/System #0/System #1 Internal PHI 64000...
Page 25: Lan2 Accommodation
CHAPTER 1 INTRODUCTION 5.2 LAN2 Accommodation LAN2 mainly accommodates the devices for operation/administration. They need to keep links with Telephony Server when system changeover is performed in dual configuration system. In each case where the system is in single configuration or dual configuration, IP address (ACT) is basically assigned to the devices as Telephony Server address.
Page 26 CHAPTER 1 INTRODUCTION Each communication using LAN2 as its interface is listed in the table below, where relationships between each application and socket are shown. Application Protocol Port No. IP Address PCPro 60000 CCIS Cluster 60001 SMDR 60010 60020 60030 60040 60050 CS Report...
Page 27: Trunking Diagram
CHAPTER 1 INTRODUCTION 6. TRUNKING DIAGRAM The figure below shows the trunking diagram of SV8500 for overviewing the network configuration. Note 1 Telephony Server Analog TEL Digital terminal ISDN terminal Analog PSTN Tie line MUX/TSW CCIS MODEM ISDN (PRI) ISDN (PRI) ISDN (BRI) Printer ATT/Desk Console...
Page 28 CHAPTER 1 INTRODUCTION This table identifies the function name of each line/trunk interface and switching controller. SYMBOL DESCRIPTION Attendant Console Interface Basic Rate Interface Trunk Bothway Trunk Common Channel Handler Conference Trunk Central Office Trunk D-Channel Handler Direct Inward Dialing Direct-In Termination Digital Line Circuit Direct Outward Dialing...
Page 29: Chapter 2 General Information
CHAPTER 2 GENERAL INFORMATION CHAPTER 2 GENERAL INFORMATION 1. GENERAL This chapter will provide the user with a basic working knowledge of the ACD System. It also explains how to use documents furnished with the ACD System. The contents of this chapter and how to follow the information are outlined as follows: 1.1 System Specifications The System Specifications section describes the ACD System equipment configuration, functions and specifi- cations, interface conditions for external equipment, and other related subjects.
Page 30: Functional Outline
CHAPTER 2 GENERAL INFORMATION Figure 2-1 Functional Outline of Telephony Server ACD System Telephony Server ACD System Announcement Machine Supervisory position 2.2 Functional Outline Presently, telephone reception services are provided to a wide variety of businesses including mail orders and travel reservations.
Page 31: System Configuration
CHAPTER 2 GENERAL INFORMATION 2.3 System Configuration The ACD system can be implemented in the Built-in Type configuration, with which the ACDP is built in the MGC of the Telephony Server. The configuration of the ACD system is defined as follows. Split D Dterm COT/PRT/DTI/FCCH/IP TRK/PHC...
Page 32 CHAPTER 2 GENERAL INFORMATION The following terminals and equipment can be used in the ACD system: × : Available – : Unavailable EQUIPMENT/TERMINALS AVAILABILITY REMARKS DT300 Series × (DT330) Digital terminal × Dterm IP Enabled Dterm is included. DtermIP (Propri- When IP terminal is used as Agent position, a IP terminal ×...
Page 33: Acd System Capacity
CHAPTER 2 GENERAL INFORMATION × : Available – : Unavailable EQUIPMENT/TERMINALS AVAILABILITY REMARKS SIP mode cannot be available to use in the ACD VS32 × system. Analog MC × × MC&MG-COT × MG(BRI) SIP mode cannot be available to use in the ACD ×...
Page 34 CHAPTER 2 GENERAL INFORMATION Table 2-1 ACD System Capacity for the countries except North America ACDP Client License Software Built-In (additional method) Note 4 DESCRIPTION FOR 25 2000 Agent Agent Positions Positions (Maximum) Note 1 Quantity of ACD Tenant/System Number of Split/ACD Tenant Number of Split/System Quantity of ACD Agent Position/Split Quantity of ACD Agent Position/ACD...
Page 35: Mis
CHAPTER 2 GENERAL INFORMATION 2.4 MIS The MIS (Management Information System) expands the benefits of the telephone reception services of the ACD system by providing efficient administration. The number of handled ACD calls, system capacity and functions of the MIS vary depending on whether it is based on a Navigator MIS.
Page 36: Equipment Related To Acd System
CHAPTER 2 GENERAL INFORMATION 2.6 Equipment Related to ACD System 2.6.1 Agent Position Function This type of agent position is comprised of a telephone, jack set and a headset. It is equipped with the ACD functions as well as the multifunction telephone functions including the single-key speed dialing. Specifications •...
Page 37: Supervisory Position
CHAPTER 2 GENERAL INFORMATION 2.6.2 Supervisory Position Function The supervisory position is equipped with the agent position functions and the display terminal. It is used as the supervisor of splits to manage the ACD system operations by overriding calls to agent positions, call monitoring, agent position status display, etc.
Page 38: Glossary Of Terms
CHAPTER 2 GENERAL INFORMATION 3. GLOSSARY OF TERMS This section defines ACD-related terms. Figure 2-4 The ACD System Configuration Split x term Server MIS ACD System Trunk Group IP terminal Supervisory Position Client MIS Agent Position Queue Switching IPPAD Trunk Group Queue Split y IP terminal...
Page 39 CHAPTER 2 GENERAL INFORMATION • Trunk Group A group, organized according to routes, of trunks which transmits calls incoming to or originated from the ACD System. • ACD Group (Tenant) An ACD system can be divided into groups according to the user firms or departments. The ACD group is the unit of such a division.
Page 40 CHAPTER 2 GENERAL INFORMATION • Split The unit of division of an ACD group according to functions. Each split is composed of a queue to hold incoming calls temporarily, agent positions to answer the incoming calls, and a group supervisory position. •...
Page 41 CHAPTER 2 GENERAL INFORMATION Figure 2-6 Concept of Operation Mode 0:00 9:00 10:00 11:00 12:00 13:00 14:00 15:00 16:00 17:00 18:00 24:00 Supervisory Day Mode Night Mode Night Mode Position “Night” key pressed “Night” key pressed Agent Unavailable Available Unavailable Position1 Break Break...
Page 42 CHAPTER 2 GENERAL INFORMATION • Break Mode This is the state of an ACD position (including supervisory position), which is activated by the agent press- ing the “BREAK” key to disallow the termination of incoming ACD calls before the agent temporarily leaves the position.
Page 43: Installation
CHAPTER 3 INSTALLATION CHAPTER 3 INSTALLATION 1. GENERAL This chapter describes the installation and test procedures of the ACD System. The installation of the ACD system is completed by the installation of the MIS, MIS interface, and terminal equipment such as agent positions and supervisory positions. Because the installation procedures required for the Telephony Server are the same as for the business system, this manual describes only with the terminal equipment related to the MIS and ACD positions.
Page 44 The 3M Model 8012 Portable Field Service Kit, shown in Figure 3-2 is recommended as an effective counter- measure against static electricity. The kit is available from NEC. Figure 3-2 How to use the Service Kit <How to handle circuit card>...
Page 45: Installation Procedures
CHAPTER 3 INSTALLATION 3. INSTALLATION PROCEDURES 3.1 Peripheral 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 • 3.1.4 Emergency Recorder •...
Page 46: Installation Of Acd Agent Position
CHAPTER 3 INSTALLATION 3.1.1 Installation of ACD Agent Position • For the cable connection between the Agent Position and the Telephony Server, refer to the related manuals. • Attach the provided keys pads/labels to identify the names of the keys. For the Feature key data assign- ments, refer to Section 2.4 “Agent/Supervisory Position Data Assignment”...
Page 47 CHAPTER 3 INSTALLATION Figure 3-4 Key Pads on ACD Agent Position Keyboard (Dterm Series i) AUTO/MAN ASSIST EMER LINE TRKTRBL RECALL ACDCALL FUNC HAND/HEAD SPKR [10] Logon Release Directory [11] Break Message Tally PQRS WXYZ Conf Work Hold Transfer The location of these keys can be arranged according to the PCPro programming.
Page 48 CHAPTER 3 INSTALLATION Figure 3-5 Key Pads on ACD Agent Position Keyboard (DT700 Series/DT300 Series) Security Exit Help AUTO/MAN ASSIST EMER TRKTRBL RECALL ACDCALL LINE FUNC HAND/HEAD SPKR Logon Release Break Tally Conf Directory Message Button kit for ACD is attatched PQRS WXYZ Hold...
Page 49: Installation Of Acd Supervisory Position
CHAPTER 3 INSTALLATION 3.1.2 Installation of ACD Supervisory Position • For the cable connection between the Supervisory Position and the Telephony Server, refer to the related manuals. • Attach the provided key pads/labels to identify the names of the keys. For the Feature key data assignments, refer to Section 2.4 “Agent/Supervisory Position Data Assignment”...
Page 50 CHAPTER 3 INSTALLATION Figure 3-7 Key Pads on Supervisory Position Keyboard (Dterm Series i) CW AUTO/MAN MON/BARGE NIGHT ACDCALL LINE TRKTRBL RECALL FUNC HAND/HEAD SPKR [10] Logon Release Directory [11] Break Message Tally PQRS WXYZ Conf Work Hold Transfer The location of these keys can be arranged according to the PCPro programming.
Page 51 CHAPTER 3 INSTALLATION Figure 3-8 Key Pads on Supervisory Position Keyboard (DT700 Series/DT300 Series) Security Exit Help AUTO/MAN MON/BARGE NIGHT TRKTRBL RECALL LINE ACDCALL FUNC HAND/HEAD SPKR Logon Release Break Tally Conf Directory Message Button kit for ACD is attatched PQRS WXYZ Hold...
Page 52: Installation Of Mis
CHAPTER 3 INSTALLATION 3.1.3 Installation of MIS Figure below shows the cable connection between the MIS and the Telephony Server. Figure 3-9 Cable Connection between MIS and Telephony Server LAN1 100 BASE-TX (Straight) Router Switching HUB POWER POWER 100 BASE-TX (Straight) 100 BASE-TX (Straight) Host Swiching HUB...
Page 53: Installation Of Emergency Recorder
CHAPTER 3 INSTALLATION 3.1.4 Installation of Emergency Recorder For the cable connection of Emergency Recorder, refer to Peripheral Equipment Description. Figure 3-6 and 3-7 show connection of Emergency Recorder. Figure 3-10 Connection of Emergency Recorder (When Emergency Recorder Has Starting Terminal) 16COT Emergency No.0 circuit...
Page 54: Installation Of Announcement Machine
CHAPTER 3 INSTALLATION 3.1.5 Installation of Announcement Machine The standard announcement machine available is PA-4DATA or PA-4DATB (4DAT: 4Digital Announcement Trunk) card. The 4DAT can be used by simply inserting 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.
Page 55: Installation Of Ivr/Host
CHAPTER 3 INSTALLATION 3.1.6 Installation of IVR/Host Figure below shows the cable connection between IVR/Host and the Telephony Server. Figure 3-13 System Configuration (when IVR/Host is installed) LAN1 100 BASE-TX (Straight) Router Switching HUB POWER POWER 100 BASE-TX (Straight) 100 BASE-TX (Straight) Host Switching HUB 100 BASE-TX (Straight)
Page 56 Figure below shows the cable connection between IVR and the LC card. Figure 3-14 Connection between IVR and LC card Installation cable Rosette Note Note: Connector leads (A0, B0) may be connected contrary. – 40 –...
Page 57: System Start-Up Procedure For Adding Acd Features
CHAPTER 3 INSTALLATION 4. SYSTEM START-UP PROCEDURE FOR ADDING ACD FEATURES This section explains the installation procedure for adding the ACD feature to the Telephony Server in on-line operation. For more detailed information of start-up procedure, see Installation Manual. STEP 1: Save all data to the Flash Card using the MEM_HDD command. STEP 2: Turn OFF all the power of Telephony Server in the order of SV8500 Server -->...
Page 58 CHAPTER 3 INSTALLATION When the system initial (IPL, DM load) is performed, ACD incoming calls terminated before the system Note 5: message [6-H] “2033” is output are not distributed to any positions. Therefore, be sure to make the incom- ing trunk circuit card busy before the system initial (By doing so, the incoming call is in busy tone connec- tion at the least).
Page 59: Chapter 4 Office Data Design
CHAPTER 4 OFFICE DATA DESIGN CHAPTER 4 OFFICE DATA DESIGN 1. GENERAL This chapter explains the office data design for the ACD system. – 43 –...
Page 60: Basic Office Data Assignment
CHAPTER 4 OFFICE DATA DESIGN 2. BASIC OFFICE DATA ASSIGNMENT This section explains how to assign the basic office data. Items covered in this section are as follows. System Data Assignment ACD Tenant Data Assignment Split Data Assignment Agent/Supervisory Position Data Assignment ID Code Assignment ACD Incoming Route Assignment Call Control Vectors (CCV) Assignment...
Page 61: System Data Assignment
CHAPTER 4 OFFICE DATA DESIGN 2.1 System Data Assignment ACD system basic data is as follows. For details of system data, refer to Data Programming Sheets. Basic ACD data STEP 1: ASYD - SYS1, INDEX2: 01 Hex (ACDP is mounted)* INDEX31: 04 Hex* INDEX70, b6:...
Page 62 CHAPTER 4 OFFICE DATA DESIGN System data marked with “*” should have already been programmed in the system start-up procedure. Note: ACD calls processing event data STEP 1: ASYD- SYS1, INDEX8 - the maximum number of tenant in the system (including tenant of both the business system and the ACD system) STEP 2: ASYD - SYS1, INDEX92, 93 and 94, b0 - Separate or Common Tenant Data table development for the respective commands.
Page 63: Acd Tenant Data Assignment
CHAPTER 4 OFFICE DATA DESIGN 2.2 ACD Tenant Data Assignment Assign the ACD tenant data, which may be independent from tenant for Business system, in ACDTN command. Tenant is developed by the same concept as one of Node (1-9). The ACDTN data is one of the most important data for ACD system configuration. Especially, the user must program so as not to change NSPL data in future.
Page 64: Split Data Assignment
CHAPTER 4 OFFICE DATA DESIGN 2.3 Split Data Assignment STEP 1: ASDT (for Digital terminal such as DT300 Series, Dterm Series i, Dterm Series E/Dterm75) /AISTL (for IP/SIP terminal such as DT700 Series, DtermIP, IP Enabled Dterm, and Soft Phone) -Make sure that the agent/supervisory position was already assigned.
Page 65 CHAPTER 4 OFFICE DATA DESIGN ARPR: Work mode after a non-ACD call is released 0/1=Not available/Available COND: 0=overflow is out of service 1=inflow threshold (a value of the call waiting in the queue of the destination split) is decided by the number of idle operator in the split 2=the fixed number of ACD calls are overflowed COND DETAIL: For COND=0, fixed “0”...
Page 66: Agent/Supervisory Position Data Assignment
CHAPTER 4 OFFICE DATA DESIGN 2.4 Agent/Supervisory Position Data Assignment ACD Line/Non-ACD Line Keys on ACD Position Agent position Supervisory position Non-ACD Line key Non-ACD Line key (My Line) (My Line) ACD Line key ACD Line key (Prime Line (Prime Line - Virtual STA) - Virtual STA) [Assignment Procedure]...
Page 67 CHAPTER 4 OFFICE DATA DESIGN STEP 2: AOKC- Assign OP-CODE to KEY-CODE. The standard settings are shown below. Remarks KEY-CODE F-KIND OP-CODE ACD Key (Function) (AKYD FKY No.) Auxiliary Work (Break) Auto/Manual — After Call Work Night Trunk Trouble Report Tally Assistance Emergency/Recorder...
Page 68 CHAPTER 4 OFFICE DATA DESIGN STEP 3: AKYD- Assign the ACD Position key Data • Non-ACD Line = My Line • ACD Line = Prime Line (S: 1 = Off-hook suppression enable) For more information concerned with the Feature/FLEX key setting, see AKYD command descriptions on Data Programming Sheets.
Page 69 CHAPTER 4 OFFICE DATA DESIGN • Dterm Series E/Dterm 75 (For Desktop Terminal FLEX Keys) FUNCTION Log On/Off (LOG ON/OFF) Tally (TALLY) Three-Way Calling (CONF) Break Mode (BREAK) Transfer (TRF) Release (RELEASE) Non-Exclusive/Exclusive Hold (HOLD) After Call Work (WORK) • DT700 Series/DT300 Series and Dterm Series i (For Desktop Terminal FLEX Keys) FUNCTION Break Mode (Break)
Page 70 CHAPTER 4 OFFICE DATA DESIGN STEP 4: ACDPSN-Assign the ACD position • TN: Tenant No. 1-9 • NACD: My Line No. used as a non-ACD line for a personal call. Note 1 • ACDL: ACD Line (Virtual Line) • PTYPE: 0 = Agent Position 1 = Supervisory Position •...
Page 71: Id Code Assignment
CHAPTER 4 OFFICE DATA DESIGN STEP 3: Delete the supervisory position data in ACDPSN. STEP 4: Delete the function key data of the supervisory position in AKYD. STEP 5: Delete the station data of the supervisory position in ASDT. 2.5 ID Code Assignment When the split needs Logon ID, assign ID code to each operator using ACDLOG command.
Page 72: Acd Incoming Route Assignment
CHAPTER 4 OFFICE DATA DESIGN 2.6 ACD Incoming Route Assignment STEP 1: ARTD- Route data for the ACD incoming route. CDN51 (ACD) = 0, do not assign “1”. Note: When changing the route class data, the circuit card must be initialized. STEP 2: ATRK- Assign the ACD incoming trunk.
Page 73: Call Control Vectors (Ccv) Assignment
CHAPTER 4 OFFICE DATA DESIGN 2.7 Call Control Vectors (CCV) Assignment CCV stands for “Call Control Vectors” which specifies ACD call processing pattern (Index1-900). And each CCV provides 20 steps. The system handles ACD calls in accordance with the condition specified in CCV table. When a system provides the MIS, Tenant (TN) No., Split No.
Page 74 CHAPTER 4 OFFICE DATA DESIGN ACDCCV- Tenant number (1-9) CCVNO: CCV index number (1-900) CCV STP: CCV step number (1-20) CCVACT: CCV Step Control Data CCVACT DATA: Details of CCV Control Data GOCCV: CCV index number (1-900 for CCVACT=3) (0-900 for CCVACT=12) GOSTP: CCV step number (1-20 for CCVACT=3) (0-20 for CCVACT=12)
Page 75 CHAPTER 4 OFFICE DATA DESIGN Example: CCV NO=1 CCVACT CCVACT GOCCVSTP Call Control Operation DATA 10 (Queue assign) Queued to the split No. 10 1 (Pause) 15 seconds takes before announcement connection 2 (Announcement) Announcement No. 1 is provided 1 (Pause) 5 seconds takes before Conditional Queue Assign 8 (Conditional Queue The call is overflowed to split No.
Page 76 CHAPTER 4 OFFICE DATA DESIGN <Back-up UCD for FCCS service> Design of UCD station Assign the ACD positions in the self-node as UCD controlling station at each node. By this programming, ACD incoming calls terminated to the trunk in the self-node can be distributed to the UCD group member in the self- node even when link down or the remote system down is occurred.
Page 77 CHAPTER 4 OFFICE DATA DESIGN • Pattern 2 when a back-up UCD group is formed by ACD positions in multiple nodes. When ACD positions in multiple nodes belong to an ACD split, assign back-up UCD group for the split to divide into two groups and assign the UCD controlling station number to ACD positions in the self-node and the remote node.
Page 78 CHAPTER 4 OFFICE DATA DESIGN When a UCD group is organized by ACD positions in multiple nodes, ACD incoming calls can not be distrib- uted to ACD positions in the node where UCD controlling station is not accommodated when the link to be con- nected the nodes is down.
Page 79 CHAPTER 4 OFFICE DATA DESIGN STEP 1: ASHU (Station Hunting - UCD)/ASHUN (for FCCS network) Assign UCD group data ASHU command data and ASHUN command data can not be used in a system. Note: STEP 2: AMNO (Monitor Number)/AMNON (for FCCS network) •...
Page 80: Acd Schedule Data Assignment
CHAPTER 4 OFFICE DATA DESIGN 2.8 ACD Schedule Data Assignment An ACD incoming call can be processed by using either Week Schedule data or Holiday Schedule data. Holiday or Weekday can be specified by referring to Holiday Calendar data. Holiday Schedule data can be created on a tenant basis, pilot number basis or the type of reception services.
Page 81 CHAPTER 4 OFFICE DATA DESIGN Monday’s table starts from “00:02”. The others start from “00:00”. Note 2: Example: • Week Schedule Week schedule is specified by the following combination. Command: ACDPLT Command: ACDCCV Weekly Schedule No. CCV/W (WEEKNO) 1 (Week Schedule) Command: ACDWS CCV Index 70 (CCVNO = 70)
Page 82 CHAPTER 4 OFFICE DATA DESIGN • Holiday Schedule (on Tenant basis) Holiday Schedule is specified by the following combination. Command: ACDHC Command: ACDHS Command: ACDCCV Holiday Calender Schedule No. Holiday Holiday Schedule 1 (SCH = 1) (MONTH/DATE) (SCH) CCV Index 60 (CCVNO = 60) Start CCVNO 1.
Page 83: Acd Scheduling On A Pilot Number Basis
CHAPTER 4 OFFICE DATA DESIGN 2.8.2 ACD Scheduling on a Pilot Number basis This scheduling allows the user to assign holiday calendar and holiday schedule on a pilot number basis. Three patterns of holiday schedule can be used. STEP 1: ASYDL - Assign the following system data for using Holiday Schedule: SYS 1, Index 869, Bit 1 = 1 (Holiday Schedule on a Pilot Number basis is in service).
Page 84 CHAPTER 4 OFFICE DATA DESIGN Monday’s table starts from “00:02”. Others start from “00:00”. Note 2: The following shows conditions for using this feature. This feature is not available and ACDHCP/ACDHSP command cannot be used. When this feature is set, Schedule Number (WEEKNO) that is assigned by ACD Pilot number will relate to the following: •...
Page 85 CHAPTER 4 OFFICE DATA DESIGN Sample Data Assignment 1 ACDHSP ACDHCP Note 1 WEEKNO: 1 Note 1 WEEKNO: 1 SCH: 1 MONTH: 1 Note 2 Note 2 HOUR MINUTE CCVNO SSVSTEP ACDHSP ACDWS WEEKNO: 1 SCH: 2 Note 2 TN: 1 SCH: 1 HOUR MINUTE...
Page 86 CHAPTER 4 OFFICE DATA DESIGN Sample Data Assignment 2 ACDHSP ACDHCP WEEKNO: 1 WEEKNO: 1 SCH: 1 MONTH: 1 HOUR MINUTE CCVNO SSVSTEP Note ACDHS ACDWS TN: 1 SCH: 2 TN: 1 SCH: 1 HOUR MINUTE CCVNO SSVSTEP WEEK HOUR MINUTE CCVNO CCVSTEP...
Page 87 CHAPTER 4 OFFICE DATA DESIGN Sample Data Assignment 3 ACDHSP Note ACDHC TN: 1 WEEKNO: 1 WEEKNO: 1 SCH: 1 MONTH: 1 Note HOUR MINUTE CCVNO CCVSTEP ACDHSP ACDWS WEEKNO: 1 SCH: 2 TN: 1 SCH: 1 HOUR MINUTE CCVNO SSVSTEP WEEK HOUR...
Page 88 CHAPTER 4 OFFICE DATA DESIGN If there is no holiday calendar data (ACDHCP) that corresponds Schedule Number (WEEKNO) assigned by ACDPLT, the existing holiday calendar data (ACDHC) becomes effective. If there is holiday schedule data (ACDHSP) that corresponds holiday schedule pattern number (SCH) assigned by holiday calendar data (ACDHCP), the existing holiday schedule data (ACDHS) becomes effective.
Page 89 CHAPTER 4 OFFICE DATA DESIGN Example: • Week Schedule Refer to Section 2.8.1, ACD Scheduling on a Tenant Number basis. • Holiday Schedule (on a Pilot Number basis) Holiday Schedule is specified by the following combination. Command: ACDHCP Command: ACDHSP Command: ACDCCV Holiday Calender...
Page 90: Acd Scheduling For The Type Of Reception Services
CHAPTER 4 OFFICE DATA DESIGN 2.8.3 ACD Scheduling for the type of reception services This scheduling allows the user to assign holiday calendar and holiday schedule for the type of reception ser- vices. Up to 255 different holiday schedules can be programmed for handling incoming calls. STEP 1: ASYDL - Assign the following system data for Holiday Schedule: SYS 1, Index 869, Bit 1 = 0 (Holiday Schedule on Pilot Number basis is out of service).
Page 91 CHAPTER 4 OFFICE DATA DESIGN STEP 6: ACDPLT - Assign the schedule number (1-250) to “WEEKNO” for each pilot number. M_NO: Monitor Number CCV/W: 1 = Week Schedule WEEKNO: Schedule Number (1-250) Note6 Example: M_NO: 2000 M_NO:2100 CCV/W:1 CCV/W:1 WEEKNO:1 WEEKNO: 100 The same Week day Schedule number (SCH) cannot be set to a different Tenant number (TN).
Page 92 CHAPTER 4 OFFICE DATA DESIGN Sample Data Assignment 1 ACDHSE ACDHCE Note 1 Note 1 WEEKNO: 1 Note 2 SCH: 1 MONTH: 1 Note 2 HOUR MINUTE CCVNO CCVSTEP ACDHSE ACDWS SCH: 2 Note 2 TN: 1 SCH: 1 HOUR MINUTE CCVNO SSVSTEP...
Page 93 CHAPTER 4 OFFICE DATA DESIGN Sample Data Assignment 2 ACDHSE ACDHCE WEEKNO: 100 SCH: 1 MONTH: 1 HOUR MINUTE CCVNO SSVSTEP Note ACDHS ACDWS TN: 1 SCH: 2 TN: 1 SCH: 1 HOUR MINUTE CCVNO SSVSTEP WEEK HOUR MINUTE CCVNO CCVSTEP ACDHSE SCH: 255...
Page 94 CHAPTER 4 OFFICE DATA DESIGN Sample Data Assignment 3 ACDHSE Note ACDHC TN: 1 WEEKNO: 250 SCH: 1 MONTH: 1 HOUR MINUTE CCVNO SSVSTEP ACDHSE ACDWS SCH: 2 TN: 1 SCH: 1 HOUR MINUTE CCVNO SSVSTEP WEEK HOUR MINUTE CCVNO CCVSTEP ACDHSE SCH: 3...
Page 95 CHAPTER 4 OFFICE DATA DESIGN holiday schedule pattern number (SCH) assigned by holiday calendar data for the type of reception services (ACDHCE), the existing holiday schedule data (ACDHS) becomes effective. See the sample data assignment. The number of schedule number (WEEKNO/SCH) is the same as that of available splits in the system. Note that the number of available split is determined by ACD Client License Software for expanding ACD Capacity (up to a maximum of 2000 Agent Positions).
Page 96 CHAPTER 4 OFFICE DATA DESIGN STEP 6: ACDHCE - Assign the calendar data for the type of reception services. WEEKNO: Schedule Number (0-250) MONTH: Month that uses the schedule data (1-12) DAY: Date (1-31) Schedule Number for the holiday (0-255) Note1 Note2 SCH: STEP 7: ACDHSE - Assign the schedule data for the type of reception services.
Page 97 CHAPTER 4 OFFICE DATA DESIGN Example: • Schedule for the type of reception services Schedule is specified by the following combination. Command: ACDHCE Command: ACDHSE Command: ACDCCV Holiday Calender Schedule No. Holiday Holiday Schedule 1 (SCH = 1) Note 1 (MONTH/DATE) (SCH) CCV Index 10 (CCVNO = 10)
Page 98: Announcement (Delay/Night/Holiday) Data Assignment
CHAPTER 4 OFFICE DATA DESIGN 2.9 Announcement (Delay/Night/Holiday) Data Assignment Maximum 58 kinds of announcements, such as delay announcements, Night announcements and Holiday an- nouncements, can be programmed in a system. You should record each message by yourself. The announcement service is applicable to ACD incoming calls from outside, or transferred from an Attendant, Agent or Non-ACD station.
Page 99 CHAPTER 4 OFFICE DATA DESIGN • Announcement trunk The DAT card is used for the announcement trunk and messages are recorded in the DAT. DAT cards are mounted in universal slots in the PIR. It is not necessary to install the MDF when using the DAT. •...
Page 100 CHAPTER 4 OFFICE DATA DESIGN Recording time 240 (sec.) (Announcement is completed) 64 sec. (Announcement is completed) 128 sec. 240 sec. (Announcement is completed) Multiple connection Single connection Incoming Calls After the announcement starts to be played, Multiple Connection function is provided for six seconds (fixed).
Page 101 CHAPTER 4 OFFICE DATA DESIGN Ex. 16sec. mode (max. 4CHs/card) 72(sec.) Time Circuit 0 Circuit 1 Circuit 2 Circuit 3 : IC calls Note: In this case, the DAT that has more than 3 circuits should be used. DAT control When all calling parties abandon their calls or the calls are distributed while the callers are hearing an- nouncement messages, the announcement trunks are released.
Page 102 CHAPTER 4 OFFICE DATA DESIGN Announcement trunk Call termination Announcement connection request is released to Pilot No. SCF (FN=5) <Timer Control> Message Timer (MSGT) the 1st IC call Delay Timer Message is playing the last IC call Message Timer (MSGT) Delay Timer Message is playing DAT is released...
Page 103 CHAPTER 4 OFFICE DATA DESIGN CDN6 (TCL) = 4 (Tie Line) CDN28 (ANS) = 0 (Access to announcement trunk is controlled by the current operation (Timer Control)) = 1 (Answer and Release Timings are determined by DAT itself or the external announcement equipment) STEP 3: ATRK- Assign Trunk data for Announcement Trunk.
Page 104: Acd Announcement
CHAPTER 4 OFFICE DATA DESIGN 2.10 VS-32 ACD Announcement VS-32 ACD Announcement feature is applicable to ACD incoming calls from IP terminals or IP media convert- er. A maximum 58 kinds of announcement such as delay announcement are available. Announcement Numbers (NO) from 51 to 58 are used only for announcement that is supplied from VS-32 external input.
Page 105 CHAPTER 4 OFFICE DATA DESIGN Data Programming STEP 1: ASYD- SYS1, INDEX449, b2: 0 = Timer control STEP 2: ARTD- Assign Route data for Announcement Route. CDN1 (OSGS) = 2 (Second Dial Tone) CDN2 (ONSG) = 2 (PB) CDN5 (TF) = 1 (OGT) CDN6 (TCL) = 4 (Tie Line) CDN7 (L/T) = 1 (Trunk) CDN28 (ANS) = 0 (No answer signal is given)
Page 106 CHAPTER 4 OFFICE DATA DESIGN ACDTN, ACDPLT etc. need to be assigned other than the above. Note: “CP” and “WAIT” are available when SYS1, INDEX449, b2=1. Note 1: “MSGT” is not available when SYS1, INDEX449, b2=1. (Normally assign “0” with that data program- Note 2: ming) If values other than “0”...
Page 107: Monitor Number Assignment
CHAPTER 4 OFFICE DATA DESIGN 2.11 Monitor Number Assignment STEP 1: AMNO- Assign the Monitor Number • TN: Tenant number of Monitor number • MNO: Monitor number (up to 5 digits) Note 1 • NMI: Monitor Number Index (1-4095) Note 2 •...
Page 108: Back-Up Ucd
CHAPTER 4 OFFICE DATA DESIGN 2.12 Back-up UCD When a system provides the back-up UCD group, ACD calls will be routed to the back-up UCD group even if ACD system is corrupted. Design of UCD station • Pattern 1 AMNO ASHU (ACD) Non-...
Page 109: Acd Fccs Data Assignment
CHAPTER 4 OFFICE DATA DESIGN 2.13 ACD FCCS Data Assignment This section explains the general information of ACD in an FCCS Network and also, network establishment conditions, data programming. For the function differences, this information is classified into the following two functions.
Page 110 CHAPTER 4 OFFICE DATA DESIGN (3) The following operation codes (OP-CODE) are not available for OAI system when OAI and ACD sys- tem are used together in the same FCCS Network. See AOKC command in Chapter 6 for details. MSF (F-KIND=1): OP-CODE=185~191 TMF (F-KIND=2): OP-CODE=248~255 (4) Proper number of connection trunk must be prepared to prevent the traffic congestion.
Page 111 CHAPTER 4 OFFICE DATA DESIGN (7) When System Initialization or ACDP Initialization are executed at VNDM Center node (the node ac- commodating the master VNDM data) or the other VNDM Local node in an FCCS network, re-estab- lishing VNDM data in the FCCS network is automatically carried out to restart ACD FCCS service. Example: When System initialization is executed at VNDM Center node, re-establishing VNDM data is automatically carried out as follows (VNDM Center node requests the all VNDM Local nodes in the FCCS network to send their L-VNDM data to VNDM Center node, in order...
Page 112: Acd Trunk For Fccs
CHAPTER 4 OFFICE DATA DESIGN 2.13.1 ACD Trunk for FCCS General Information To use the ACD services in an FCCS Network, any ACD calls can be picked up from ACD positions in a node, provided that ACDP uses ACD trunk in the remote node. ACD calls terminated at the trunk in the remote node can be handled by ACD positions in any node.
Page 113 CHAPTER 4 OFFICE DATA DESIGN Data Programming STEP 1: ASYDL - ACD FCCS data. This data must be set to all nodes to be provided ACD service. SYS1, INDEX512: FPC number of the self-node (1-253) *SYS1, INDEX865: FPC of the node providing IP. (When IVR is used, this data is necessary) *SYS1, INDEX866: FPC of the node providing built-in ACDP.
Page 114: Multiple Acdps In An Fccs Network
CHAPTER 4 OFFICE DATA DESIGN 2.13.2 Multiple ACDPs in an FCCS Network General Information This feature allows accommodating two or more ACDPs in an FCCS Network. Establishing the CCIS line is not necessary to use ACD function through the network any more. Network user can transfer ACD calls to the remote node with FCCS line and FCCS service can be used by establishing an FCCS Network.
Page 115 CHAPTER 4 OFFICE DATA DESIGN Service Conditions (1) ACDP can be accommodated in all FCCS nodes. (2) Maximum number of Status Monitoring Requests to a terminal (including Trunk) is decided by the sys- tem data (max. 8 ports available including ACDP, UAP*). Note that the normal operation is not guar- anteed if Status Monitoring is requested to a terminal from more than the number of ports (for example, the case DID Trunk is managed by more than the designated number of ACDPs).
Page 116 CHAPTER 4 OFFICE DATA DESIGN (6) When a DID Trunk is managed by multiple ACDPs, the trunk information (CA, AF message) is sent to each MIS. Accordingly, the number of originating static report which is concerned with the trunk group and the trunk to be processed by the other ACDPs is included in the report. (7) When new node (nodes) is added to the network, the node that accommodates ACDP must be initial- ized.
Page 117 CHAPTER 4 OFFICE DATA DESIGN Network Configurations: The following are some examples of ACD system configuration predictable in an FCCS Network. For details of setting, see “Data Programming” in this section. LEGEND Type I : Non-ACD system (as an example for comparing with the other systems) Note 1: ACD calls can be transferred to this system from other ACD systems NODE1 via the data programming of NODE 3 in Type III.
Page 118 CHAPTER 4 OFFICE DATA DESIGN FCCS Network (Example) The following are some examples of network configurations. ACD incoming calls in a node can be terminated to any nodes depending on the setting. And also, call transfer is available for each other. (1) System using "ACD Trunk for FCCS"...
Page 119 CHAPTER 4 OFFICE DATA DESIGN Data Programming This section shows data programming divided into the types of ACD system in the figure below. Network Configuration of ACD systems The following is the network configuration of ACD system in an FCCS Network. Type I : Non-ACD system Node A PSTN...
Page 120 CHAPTER 4 OFFICE DATA DESIGN 11. (a) The following is the quick reference table of optional software and data programming for each ACD system type according to the previous page. Type and Node Node Node Node Node Node Node Software and Data Programming ACD Software ACD Option Service software (for basic ACD Service) (APL-ACD/OAI)
Page 121 CHAPTER 4 OFFICE DATA DESIGN Type of Networks and Nodes Node Node Node Node Node Node Software and Data Programming System Data 10 ACDP in service/out of service (ASYD: SYS1, INDEX2, b0) 11 CM Usage Note 1 (ASYD: SYS1, INDEX31, b0~3) 12 OAI in service/out of service (ASYD: SYS1, INDEX79, b6) 13 IP in system 0 is used/not used...
Page 122 CHAPTER 4 OFFICE DATA DESIGN When CM is used for another function, this setting may be changed. Note 1: When the CPU in system 1 is used, assign “1”. Note 2: This data setting is required (i.e., assign 1) only when the AGENT ANYWHERE service is used in the Mul- Note 3: tiple ACDP Network configuration.
Page 123 CHAPTER 4 OFFICE DATA DESIGN (b) When the multiple ACDPs for “AGENT ANYWHERE” are used in an FCCS network, “ASYDL SYS1 INDEX866” data programming is as follows: Node A: SYS1 INDEX866=FPC of the Self-node Agent Anywhere Agent Anywhere Node B: SYS1 INDEX866=FPC of the Node A Network 1 Network 2 Node A...
Page 124 CHAPTER 4 OFFICE DATA DESIGN 13. Some notices for commands data programming are described below. See Figure “Network Configuration of ACD systems” for network configuration of ACD systems. Type of Networks and Nodes Node Node Node Node Node Node Command Data AMNO (Monitor Number Data) (Back-up UCD) Note ACNO (Conversion Number Data)
Page 125 CHAPTER 4 OFFICE DATA DESIGN (c) ACD incoming calls are routed to the busy tone connection/ACD incoming calls are distributed by back- up UCD function. - Software to be installed • Software install for “AGENT ANYWHERE” (APL-NETOAIACD) - Data Programming •...
Page 126: Acdp Automatic Logoff
CHAPTER 4 OFFICE DATA DESIGN 2.14 ACDP Automatic Logoff This feature provides IP terminals with automatic logoff in one of the following cases: - When commercial power outage occurs while the IP terminal is working, being logged on as ACD agent. - When the LAN cable is unplugged accidentally.
Page 127 CHAPTER 4 OFFICE DATA DESIGN The relationship between ACDP Automatic Logoff and call distribution status is as follows. When ACDP Automatic Logoff is not State of terminal When ACDP Automatic Logoff is used used The state of agent shifts to “Logoff”. The state of agent stays “Logon”.
Page 128: Acd Service Feature
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. – 112 –...
Page 129 A-31A ABANDONED CALL SEARCH - ACD A-31A ABANDONED CALL SEARCH - ACD GENERAL DESCRIPTION This feature prohibits abandoned incoming calls from being connected to agent/supervisory positions. Any trunk call disconnected during ringback tone is considered an abandoned call and is automatically removed from all queues.
Page 130 A-31A ABANDONED CALL SEARCH - ACD PROGRAMMING None – 114 –...
Page 131 A-34A ASSISTANCE - ACD AGENT - ACD A-34A ASSISTANCE - ACD AGENT - ACD GENERAL DESCRIPTION This feature allows an agent to call a supervisor for assistance. Activation of this feature, by the ASSIST key during an ACD call, automatically places the active call on hold and places an assistance call to a pre-programmed number. This number can be a Non-ACD line of the supervisor.
Page 132 A-34A ASSISTANCE - ACD AGENT - ACD Queuing of Assistance Requests: See MULTIPLE SUPERVISORS [M-79] for details. Assistance requests may be routed to a split of supervisors or an individual supervisor. In the case of a split of supervisors, multiple assistance requests can be queued. All the features which apply to CALL TRANSFER TO SPLIT QUEUE-ACD [C-67A] also apply to assistance requests to a split of supervisors.
Page 133 A-35A AUTOMATIC ANSWER - ACD A-35A AUTOMATIC ANSWER - ACD GENERAL DESCRIPTION This feature gives an agent the ability to determine whether calls should be automatically connected to the headset or handset, or manually answered after ringing. When in Automatic Answer mode, calls are announced using a spe- cial tone signal called Zip Tone.
Page 134 A-35A AUTOMATIC ANSWER - ACD AUTOMATIC ANSWER applies only when the agent position is in the off-hook condition (through the headset or handset) and is not engaged in any other call. If the agent position is engaged in a call when the ACD call arrives (for example, if the agent is talking on the LINE key), then the ACD call will terminate as though Man- ual Answer was set.
Page 135 A-37A AVAILABILITY - ACD POSITION - ACD A-37A AVAILABILITY - ACD POSITION - ACD GENERAL DESCRIPTION After-Call Availability allows a split to be assigned to either Automatic-Available mode or Automatic-Work mode. This is referred to as the after-call work mode. In Automatic-Available mode, a position becomes available to receive new ACD calls immediately upon discon- necting from the previous call.
Page 136 A-37A AVAILABILITY - ACD POSITION - ACD SERVICE CONDITIONS The after-call mode can be operated whenever a position is occupied. When a position is forced into the Automatic-Work mode immediately after an agent or supervisor logs on, the WORK key must be pressed to begin receiving ACD calls. When the first and all subsequent ACD calls are received, a split parameter will automatically set the appropriate after-call mode for the position.
Page 137 A-80A ANNOUNCEMENTS - ACD A-80A ANNOUNCEMENTS - ACD GENERAL DESCRIPTION Variable length announcements (2-120 seconds) are provided for ACD callers by customer-provided announcement hardware using digital announcement trunk circuits or certain analog trunk circuits. Announcements are designed to be heard for one complete cycle from the beginning of the message. Since multiple connections to each announce- ment channel are possible, an appropriate delay may be inserted to wait for the beginning of the spoken announce- ment, if necessary.
Page 138 A-80A ANNOUNCEMENTS - ACD By the system data programming, at any point during the announcement when all the ACD callers connected to the announcement are disconnected or distributed to another station/trunk, the Digital Announcement Trunk (DAT) is released and the next announcement is sent immediately. In the case of a multiple connection, maximum 10 ACD incoming calls can be connected to one channel of Dig- ital Announcement Trunks depending on the system data.
Page 139 A-85A AGENT PERSONAL QUEUE - ACD A-85A AGENT PERSONAL QUEUE - ACD GENERAL DESCRIPTION Incoming ACD calls wait in queues until an agent is available to take the call. There are two types of queue for wait- ing callers, Split Queues and Agent Personal Queues. When a call is waiting in a split queue, the next agent who becomes available in the entire split will be assigned the longest waiting call.
Page 140 A-85A AGENT PERSONAL QUEUE - ACD OPERATING PROCEDURE The agent is handling an ACD call or is in Work mode, when a non-emergency/non-assist call to the agent’s personal pilot number is received: The call is queued to the agent’s personal queue. The agent’s display shows PERS.
Page 141 A-85A AGENT PERSONAL QUEUE - ACD PROGRAMMING STEP 1: AMNO - Assign the pilot number (monitor number) for an individual call. MNO: pilot number (max. 5 digits) STEP 2: ACDTN - Assign the announcement number per tenant ANTNO: announcement number for an individual call (0-58) * “0”...
Page 142 A-86A AUTO WORK MODE FOR PBX CALLS - ACD A-86A AUTO WORK MODE FOR PBX CALLS - ACD GENERAL DESCRIPTION All the agents, within a split, can automatically be placed in Work mode when handling a call on a Non-ACD line. Incoming and outgoing Non-ACD calls are treated separately.
Page 143 A-91A ANALOG ACD POSITION - ACD A-91A ANALOG ACD POSITION - ACD GENERAL DESCRIPTION This feature extends the functionality of ACD features to users operating analog station equipment. By dialing ac- cess codes from a single-line (POTS) station, an agent may invoke several features including: •...
Page 144 A-91A ANALOG ACD POSITION - ACD SERVICE CONDITIONS When using this feature, assign an independent agent group only configured by analog stations. This agent group should not be mixed with Digital terminals, IP terminals or Soft Phones. The access codes dialed by agents from analog positions may be from 2 to 5 digits in length and may not contain any “*”...
Page 145 A-91A ANALOG ACD POSITION - ACD Logon ID Valid for FKIND = 1 CODE: Tally code Valid for FKIND = 7 TYPE: Break type Valid for FKIND = 6 S-ANT: Success Announcement or Tone 0 = Service Set Tone 1-58 = Announcement No. programmed in AADT. Analog ACD position will be connected to the announcement upon successful operation.
Page 146 A-93A ALTERNATE NIGHT CCV - ACD A-93A ALTERNATE NIGHT CCV - ACD GENERAL DESCRIPTION Alternate Night CCV provides custom routing on a per Pilot Number basis for incoming ACD calls which encounter splits in the night mode. This feature is activated only when a split is in night mode. Consequently, if a split is in Call Forward mode the Alternate Night CCV assigned to the Pilot Number will not be checked.
Page 147 A-133A AGENT ANYWHERE - ACD A-133A AGENT ANYWHERE - ACD GENERAL DESCRIPTION This feature is used in the FCCS network. This feature allows the ACD agent position to be installed in any FCCS node irrespective of the node which has the ACDP or not (Those ACD agent positions in multiple nodes are con- trolled by one ACDP).
Page 148 A-140A ACD-ACCESS - ACD A-140A ACD-ACCESS - ACD GENERAL DESCRIPTION This feature allows the user to use the ACD function which can be activated in collaboration with PS. ACD Pilot Number can be dialed from a PS and the PS call is distributed to a particular ACD Agent Position specified by the ACD System.
Page 149 A-140A ACD-ACCESS - ACD SERVICE CONDITIONS 1. PS cannot be assigned as an ACD Agent position. 2. PS cannot be specified as an Overflow and a Night destination. 3. When a PS user attempts to hand over while the PS is ringing the ACD Pilot Number or the particular ACD Agent position, the call is released.
Page 150 B-20A BREAK MODE - ACD B-20A BREAK MODE - ACD GENERAL DESCRIPTION This feature allows an agent to take their position out of the queue without logging off or entering Automatic-Work mode. This feature is useful if the agent will be away from the position for a short time, such as for lunch, a coffee break, etc.
Page 151 B-20A BREAK MODE - ACD SERVICE CONDITIONS Logging off is permitted while in Break Mode, by pressing the LOGON key. The after-call mode may be tog- gled while on break and set to either Automatic-Work or Automatic-Available. When Break Mode is set at a position, incoming ACD calls are not allowed to terminate to the position. Non-ACD calls can be originated from or terminated to a position, while the position is in Break Mode.
Page 152 B-21A BAD CALL NOTIFICATIONS - ACD B-21A BAD CALL NOTIFICATIONS - ACD GENERAL DESCRIPTION Bad Call Notifications are printed on the PCPro printer when they occur. Even though the name indicates that some serious error has occurred there are several “Bad Call Notifications” which are for informational purposes only and do not really indicate an error situation.
Page 153 C-35A CALL DISTRIBUTION TO AGENTS - ACD C-35A CALL DISTRIBUTION TO AGENTS - ACD GENERAL DESCRIPTION ACD calls are automatically distributed among the agents in a split such that when an agent becomes available the longest waiting call with the highest priority in the queue is assigned to that agent. Refer to “PRIORITY QUEUING- ACD [P-21A]”...
Page 154 C-35A CALL DISTRIBUTION TO AGENTS - ACD OPERATING PROCEDURE No agents available: An incoming ACD call is queued. An agent becomes available. The longest waiting ACD call in the queue with the highest priority is assigned to that agent. Agents available: There are no incoming ACD calls.
Page 155 C-67A CALL TRANSFER TO SPLIT QUEUE - ACD C-67A CALL TRANSFER TO SPLIT QUEUE - ACD GENERAL DESCRIPTION This feature allows calls to be transferred by agents or supervisors, Non-ACD station users, or attendants to splits in the ACD system. The transferred call will be connected to an available agent or the call will be queued, if agents are not available.
Page 156 C-67A CALL TRANSFER TO SPLIT QUEUE - ACD From an attendant console: The attendant transfers the calling party to the ACD by dialing a pilot number. RBT is provided to the attendant. At this point the attendant may either complete or cancel the transfer. If the attendant completes the transfer, the transferred party will begin processing the CCV, including all announce- ments.
Page 157 C-68A CALL WAITING INDICATION - LCD DISPLAY/CW LAMP - ACD C-68A CALL WAITING INDICATION - LCD DISPLAY/CW LAMP - ACD GENERAL DESCRIPTION This feature provides visual indication of a split’s current queue depth by the use of the CW lamp (Call Waiting) and the position’s display.
Page 158 C-68A CALL WAITING INDICATION - LCD DISPLAY/CW LAMP - ACD PROGRAMMING STEP 1: AKYD - Assign the CW lamp to the agent/supervisory position KYN: Key Number KYI = 1 (Function key) FKY = 47 (CW lamp) STEP 2: ACDSPL - Designate the threshold 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...
Page 159 C-70A CALLING PARTY IDENTIFICATION - ACD C-70A CALLING PARTY IDENTIFICATION - ACD GENERAL DESCRIPTION This feature allows calling party information to be displayed on the LCD of the Dterm when an incoming call is assigned to an ACD agent. The format of the calling party information follows: Incoming Trunk and Circuit Information: A unique twenty-character name for an incoming trunk group along with the trunk circuit number within the group can be displayed.
Page 160 C-70A CALLING PARTY IDENTIFICATION - ACD If an incoming ACD call enters the system through a pilot number and the receiving agent uses a pilot number to transfer the call to an agent in another split, the transferred call will be identified by the ID associated with the latter pilot number.
Page 161 C-108A CALL CONTROL VECTOR - ACD C-108A CALL CONTROL VECTOR - ACD GENERAL DESCRIPTION A Call Control Vector (CCV) is a series of steps that describe how an incoming ACD call is to be handled. A CCV can consist of a maximum of twenty steps. Each step of a CCV is an instruction for handling the call at a specific time.
Page 162 C-108A CALL CONTROL VECTOR - ACD A list of the available CCV instructions, and their associated variables, follows. QUEUE TO SPLIT #n (CCVACT=10) This instruction directs a call to the specified split. The calling party will be connected to an agent within the split, if an agent is available.
Page 163 C-108A CALL CONTROL VECTOR - ACD No Calls Accepted The split will not accept any call that is directed to the split by a Conditional Queue to Split instruction. The split will only accept calls that are presented through a Queue to Split instruction. A call can only be queued to four splits, simultaneously.
Page 164 C-108A CALL CONTROL VECTOR - ACD ANNOUNCEMENT #n (CCVACT=2) This instruction connects the caller to the beginning of the specified announcement. Incoming callers with held parties cannot be connected to an announcement, although this will not affect their CCV processing. An announcement may be used in any CCV and announcements can be shared among splits.
Page 165 C-108A CALL CONTROL VECTOR - ACD NEW PRIORITY #n (CCVACT=6) This instruction is used to change the current priority associated with a call to a different priority in all the splits to which the call is currently queued. The priority that is specified in the instruction can be either higher or lower than the present priority.
Page 166 C-108A CALL CONTROL VECTOR - ACD Imagine this small CCV example: Queue to this is the regular split queue ETA Greater Goto CCV step Queue to this could be the standard overflow split === End === Queue to this could be the message center split === End === If a caller is queued to split 1 and finds that his ETA for that split is greater than 120 seconds (2 minutes) then the call will go to step 8 and will queue to split 4, the message center.
Page 167 C-108A CALL CONTROL VECTOR - ACD END (CCVACT=11) This instruction terminates the processing of the CCV. The call remains in any queue or queues in which it cur- rently resides, and the caller will be connected to an agent when one is available. The call processing in a CCV will terminate, without an End instruction, when the entire twenty steps of the CCV have been executed.
Page 168 C-108A CALL CONTROL VECTOR - ACD SERVICE CONDITIONS The programming of CCVs is not examined by the ACD system. It is the responsibility of the user to provide a logical sequence of instructions, which produce the desired call handling, in every CCV. An announcement is not guaranteed to be available from its beginning, when an Announcement instruction is encountered.
Page 169 C-108A CALL CONTROL VECTOR - ACD For QUEUE less, LOGON less, READY less and WORKING-AGENTS greater instructions: More than one QUEUE greater/LOGON less/READY less/WORKING-AGENTS greater instruction (Maximum 18 instructions) can be assigned in a CCV. When these instructions are assigned to the consec- utive steps, the conditions of each assigned instructions can be combined.
Page 170 C-108A CALL CONTROL VECTOR - ACD Queue greater/LOGON less/READY less/WORKING-AGENTS greater instructions assigned to the con- secutive steps can be enclosed in brackets by assigning “1” to the BRAC parameters for the first steps and the last steps. For example, when assigning the data “1” to the BRAC parameters for Step 1 and Step 3, Step 1 trough 3 are enclosed in brackets (The first assigned BRAC (assigned for Step 1) is automatically recognized as the opening bracket/the next assigned BRAC (assigned for Step 3) is automatically recog- nized as the closing bracket).
Page 171 C-108A CALL CONTROL VECTOR - ACD When two or more brackets ( ) are assigned in a CCV, each brackets ( ) must be appended. When more than three steps are enclosed in brackets ( ), these steps are proceeded in normal order. QUEUE greater/LOGON less/Ready less/WORKING-AGENTS greater instructions cannot be assigned to Step 19 and 20.
Page 172 C-108A CALL CONTROL VECTOR - ACD If all the Steps of the Dummy CCVNO (900) are used, use other CCVNOs (899, 898...) as dummy data. If deleting a Transfer destination number assigned in a dummy CCVNO, overwrite the existing data with new data or assign Blank.
Page 173 C-110A CALL WAITING LAMP WITH CHIME - ACD C-110A CALL WAITING LAMP WITH CHIME - ACD GENERAL DESCRIPTION An optional chime is available, on a split-wide basis, as a companion audio signal to the visual signals offered by the CW lamp (Call Waiting). The CW lamp can be programmed to light or flash when a given quantity of calls reside in a split queue.
Page 174 C-127A CALL FORWARDING - SPLIT - ACD C-127A CALL FORWARDING - SPLIT - ACD GENERAL DESCRIPTION This feature provides alternate routing for calls destined for a particular split. When split call forwarding is in effect and a call attempts to queue for that split, the call is routed to a pilot number instead of being queued. At this point, the call is handled by the Call Control Vector (CCV) associated with the new pilot number.
Page 175 C-127A CALL FORWARDING - SPLIT - ACD PROGRAMMING 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 restriction between the ACD line and the tie line.
Page 176 C-191A CALL RECOVER - ACD C-191A CALL RECOVER - ACD GENERAL DESCRIPTION The call recover feature allows an ACD call to ring at an ACD position for a predetermined length of time and if unanswered the call will be directed to another available agent or replaced in all of the queues it was originally in at the highest possible priority.
Page 177 C-199A CONNECTION DISPLAYS - ACD C-199A CONNECTION DISPLAYS - ACD GENERAL DESCRIPTION This feature allows each agent to specify the exact sequence of displays to be delivered to the LCD display at the time of an incoming ACD call connection. There are several displays available providing a variety of information pertaining to the call being connected.
Page 178 C-199A CONNECTION DISPLAYS - ACD Connection Display Tally-Oh Codes Code Format Description 021DS# -or- 021DDS# Setup the display sequence and timing for the current agent. D = single-digit display code (3 thru 9) DD = double-digit display code (10 thru 29) S = number of seconds to display (3 thru 9 seconds, or 0 for permanent display) The DS or DDS pairs may be repeated up to 5 times, the ‘#’...
Page 179 C-199A CONNECTION DISPLAYS - ACD SERVICE CONDITIONS Connect displays are saved after logoff for each agent unless the agent is using a Personal Emergency Supervi- sor. Those agents using Personal Emergency Supervisor must setup their connection displays each time after logging onto the ACD system.
Page 180 D-133A DO NOT DISTURB - SPLIT - ACD D-133A DO NOT DISTURB - SPLIT - ACD GENERAL DESCRIPTION The Do Not Disturb feature disables queuing when there are no agents logged onto the split. When the last agent logs off the split will be automatically placed in the Do Not Disturb mode. Although similar to Night Mode in some respects this feature does not activate the NIGHT lamp.
Page 181 D-133A DO NOT DISTURB - SPLIT - ACD The conditional Queue to Split #12 is processed. The conditions for queuing are satisfied, and the call is queued to Split #12. The processing of this CCV will continue from step #6 in a normal fashion, with all Pause and Announcement steps processed.
Page 182 E-6A EMERGENCY/RECORDER - ACD E-6A EMERGENCY/RECORDER - ACD GENERAL DESCRIPTION In an emergency, this feature allows a conversation between an agent and an incoming ACD caller to be recorded, using a customer-provided recording device, and simultaneously permits a monitor connection between the ACD call and a supervisor.
Page 183 E-6A EMERGENCY/RECORDER - ACD Press MON key again • No operation for 30 seconds • SERVICE CONDITIONS This service requires the three-conference trunk. During an emergency, either the agent or the supervisor can display the identification of the original ACD call and the queue depth by pressing the LOGON key.
Page 184 E-6A EMERGENCY/RECORDER - ACD at the beginning of the emergency call and then subsequently became idle. One circuit is required as an interface between the emergency recorder and the System; this circuit can be port 0 or port 1 of an 8 COTBF or 16 COT- BD circuit card or one circuit of a 8 TLTR circuit card.
Page 185 E-6A EMERGENCY/RECORDER - ACD CAUTION: The use of a monitoring, recording or listening devices to eavesdrop, monitor or record tele- phone conversations or other sound activities, whether or not contemporaneous with its trans- 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.
Page 186 E-6A EMERGENCY/RECORDER - ACD PROGRAMMING Assign “EMER” key to the ACD agent position referring to Section 2.4 in CHAPTER 4 “Agent/Supervisory Posi- tion Data Assignment”. STEP 1: ASYDL, INDEX 867, Bit 3: Improvement for SCF6 request for Monitor Connection) This data is required when Monitor Function via P2P-FCCS is used. Set this bit as follows: Bit 3 = 1 STEP 2: ASYDL/ASYDN, INDEX 869, Bit 6: Monitor Function for IP terminals Note...
Page 187 E-6A EMERGENCY/RECORDER - ACD STEP 10: MBTK - Make the interface trunk (COT) idle. STEP 11: ARRC - Release the route restriction between the ACD route and the route for the recording machine. When the destination of Emergency request call that is programmed in ACDSPL is busy, the request call is Note: not connected.
Page 188 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. – 172 –...
Page 189 F-25A FLEXIBLE ID CODES - ACD F-25A FLEXIBLE ID CODES - ACD GENERAL DESCRIPTION ID codes are used by agents and supervisors to access the ACD system. A considerable amount of information is programmed for each agent’s ID code and this information is used by the ACD system to determine which calls the agent will be handling after logging in and which features the agent will have access to.
Page 190 F-25A FLEXIBLE ID CODES - ACD OPERATING PROCEDURE None SERVICE CONDITIONS The maximum length for an ID code is nine digits, and only the digits “0” through “9” are allowed. Leading zeros are permitted, but are not meaningful, in logon ID codes. For example, “0017” is acceptable; however, this code is identical to the code “17”.
Page 191 H-20A HOLIDAYS SCHEDULING - ACD H-20A HOLIDAYS SCHEDULING - ACD GENERAL DESCRIPTION Holidays may be programmed up to 365 days in advance. On a holiday, special call routing is in effect for up to eight time-of-day changes. Three different holiday schedules, one of which is used on any particular holiday, may be pro- grammed for each tenant basis or pilot number basis.
Page 192 H-31A HOT SPLIT - ACD H-31A HOT SPLIT - ACD GENERAL DESCRIPTION This feature was designed to accommodate “Automatic” agents of “Hot” agents. That is to say, agents who never log on, never log off and never take breaks. As soon as the ACD is online these “agents” are automatically logged on to the ACD and placed in the Ready Mode to take incoming calls.
Page 193 H-31A HOT SPLIT - ACD PROGRAMMING STEP 1: ACDPSN NACD: dialed number of Hot agent (max. 5 digits) ACDL: dialed number of Hot agent (max. 5 digits) PTYPE: 4 (Hot 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...
Page 194 I-99A INFOLINK DATA MESSAGES - ACD I-99A INFOLINK DATA MESSAGES - ACD GENERAL DESCRIPTION Infolink Data Messages provide a two-way communications link between the ACD and external computer equip- ment. Typical examples of external computer equipment include but are not limited to: •...
Page 195 I-99A INFOLINK DATA MESSAGES - ACD The following tables lay out the names of the messages currently available: Inbound Messages from Infolink Client to ACD Message Description Dialed digits Manage Call Split Status/Caller Status Request Announcement Request Outbound Call Request Route Call Request Call Manipulation Request State Change Request...
Page 196 I-99A INFOLINK DATA MESSAGES - ACD SERVICE CONDITIONS Each feature is defined by the detail specification of each application. Lower layer protocol of Infolink supports TCP/IP + DIX Ethernet Ver. 2. Infolink Data Messages are provided to the ACD tenant programmed in ACDTN. Two-way communications link is provided simultaneously.
Page 197 L-19A LOGON/LOGOFF - ACD L-19A LOGON/LOGOFF - ACD GENERAL DESCRIPTION Access to the ACD system is controlled either with or without logon ID codes. A logon ID code is used to identify individual agents or supervisors, to the ACD, for statistics gathering purposes. An agent is only permitted to be logged onto the system at one position at a time.
Page 198 L-19A LOGON/LOGOFF - ACD The cumulative amount of time spent in Work mode during the shift in hours, minutes, and seconds; for example, WORK 2:07:25. The cumulative amount of time spent in Break mode during the shift in hours, minutes, and seconds; for example, BREAK 1:02:41.
Page 199 L-48A LANGUAGE DEFAULT - ACD L-48A LANGUAGE DEFAULT - ACD GENERAL DESCRIPTION This feature allows the selection of a language, applicable to an entire tenant, for use in messages displayed at po- sitions where an agent is not logged onto the ACD system. The following are examples of messages that will appear in the selected language: The VACANT message, displayed when an agent is not logged on at the position;...
Page 200 L-92A LOGOFF WARNING - ACD L-92A LOGOFF WARNING - ACD GENERAL DESCRIPTION This feature is programmed on a per-split basis via the ACDSPL PCPro command. When a split is marked for Log- off Warning agents will receive the display “LOGOFF WARNING” for a few seconds if they try to logoff while there are still calls in queue.
Page 201 L-92A LOGOFF WARNING - ACD PROGRAMMING ACDSPL - LOFFW: Assign the threshold value (necessary number of agents logged onto the split) for LOGOFF WARNING. 0 = LOGOFF WARNING is out of service 1-9 = Maximum number of agents to be logged on ALL = Number of agents equal to or less than the number of calls in queue Example: When setting LOFFW = 3, the result is as follows.
Page 202 M-28A MONITORING - ACD SUPERVISOR - ACD M-28A MONITORING - ACD SUPERVISOR - ACD GENERAL DESCRIPTION This feature allows the supervisor to select an agent position and to monitor the calls on both the ACD line and the non-ACD line at that position. The agent and calling party are not aware that their call is being monitored. As the agent concludes one call and begins another, switches from one line to another, or transfers, the supervisor’s monitor is applied to the current call.
Page 203 M-28A MONITORING - ACD SUPERVISOR - ACD VS-32 (SIP mode) is not available for Multi-Path Monitor Connection. Note: Three-way conference trunk uses the trunk in the node where agent position is accommodated. If all of the three- way conference trunks are not idle, the supervisory position cannot start monitoring, and stays ready for mon- itoring until any of the three-way conference trunks become idle.
Page 204 M-28A MONITORING - 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 supervisory position – 188 –...
Page 205 M-28A MONITORING - ACD SUPERVISOR - ACD SERVICE CONDITIONS (In the case of using IP devices) Monitor function is available for network that is configured by Peer-to-Peer FCCS. Network environment where all nodes are connected via Peer-to-Peer FCCS is required. FPC-A FPC-B FPC-C...
Page 206 M-28A MONITORING - ACD SUPERVISOR - ACD When Multi-Path Monitor Connection is enabled Terminal Kind / Environment Peer-to-Peer Standalone FCCS Agent/Supervi- FCCS Calling Party sory Position Dterm/Trunk Multi-path Switch Dterm Single-path Switch Single-path Switch IP terminal Single-path Switch Legacy Trunk DtermIP/ DtermSP30*1 Multi-path Switch...
Page 207 M-28A MONITORING - ACD SUPERVISOR - ACD When Multi-Path Monitor Connection is disabled Terminal Kind / Environment Peer-to-Peer Agent/Super- Standalone FCCS Conference FCCS visory Posi- Calling Party Trunk tion Dterm/Trunk Multi-path Switch Dterm IP terminal ISDN Trunk (PRT)*1 DtermIP/ VS-32*7 Single-path Switch Single-path Switch DtermSP30*2...
Page 208 M-28A MONITORING - ACD SUPERVISOR - ACD Monitoring is available when the agent position is in two-way connection and the agent position is not being monitored (not in multi-path connection). In the following cases, monitoring is not available: Note 4 •...
Page 209 M-28A MONITORING - ACD SUPERVISOR - ACD 10. If the agent places the call on hold or goes switchhook flash while being monitored or while MONITOR ME, or EMERGENCY/RECORDER, the voice to the supervisory position will be stopped and Music-On-Hold will be provided.
Page 210 M-28A MONITORING - ACD SUPERVISOR - ACD (a) Before Switchhook Flash (b) After Switchhook Flash Hold Talk Calling Calling Agent Agent Position A Position A Party Party Talk with Transfer Destination Hold Monitor Target Supervisory Supervisory Agent Agent Position A Position A Monitor Position B...
Page 211 M-28A MONITORING - ACD SUPERVISOR - ACD [Before Transfer] Agent Calling Agent Party Position A Position B Supervisory Supervisory Position 2 Position 1 monitoring ready to monitor agent position B Agent position A transfers a call to agent position B. [While calling Agent Position B] Agent Agent...
Page 212 M-28A MONITORING - ACD SUPERVISOR - ACD 12. CFT that belongs to the monitored agent is used for monitoring. 13. If FCCS Link Block or IP PAD Link Block is encountered while establishing monitor (SCF6), the following error code will be returned to ACDP. ACD FEATURES POSITION STATUS [M-28A] MONITORING - ACD SUPERVISOR - ACD...
Page 213 M-28A MONITORING - ACD SUPERVISOR - ACD laws require the monitoring party to use beep tones, to notify all parties to the telephone con- versation, or to obtain the consent of all parties to the telephone conversation. Some of these laws incorporate strict penalties.
Page 214 M-29A MULTIPLE CUSTOMER GROUPS - ACD M-29A MULTIPLE CUSTOMER GROUPS - ACD GENERAL DESCRIPTION The system can be arranged to independently service more than one ACD customer (tenant). Ideally all components of the ACD system should be duplicated for each tenant but in reality some components can be shared. Utilizing multiple tenants in an attempt to circumvent limitations imposed at a per-tenant level does not work since too many components end up being shared.
Page 215 M-29A MULTIPLE CUSTOMER GROUPS - ACD b5: Route and Selection Translation Data (IC) (“ASTP”, “AFRS” commands) b6: Maximum Necessary Digit Data (“AMND” command) b7: Announcement Equipment Data (“AAED” command) SYS1, INDEX94, b0: Tenant Restriction Class Data (“ATNR” command) b1: EPN Facility Restriction Data (“AEFR” command) b2: Primary Call Restriction Data (“APCR”...
Page 216 M-79A MULTIPLE SUPERVISORS - ACD M-79A MULTIPLE SUPERVISORS - ACD GENERAL DESCRIPTION Multiple supervisors can be grouped together to form a split when it is necessary for more than one supervisor to serve a split of agents. Assistance and emergency requests can be routed to a split of supervisors, but a split of su- pervisors does not normally receive incoming call traffic unless it has been programmed as a secondary split to be queued to in a Call Control Vector (CCV).
Page 217 M-79A MULTIPLE SUPERVISORS - ACD PROGRAMMING STEP 1: ACDSPL -Assign assistance and emergency 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 code. PARN - pilot number of a split of supervisors PERN -...
Page 218 M-88A MIS OPERATOR SELECTION - ACD M-88A MIS OPERATOR SELECTION - ACD GENERAL DESCRIPTION This feature permits the selection of an access code for an operator, for an entire tenant. Certain MIS change com- mands permit the operator to be selected as the destination when routing ACD calls. In the extreme case where the ACD traffic has exhausted 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.
Page 219 M-89A MONITOR ME - ACD M-89A MONITOR ME - ACD GENERAL DESCRIPTION An agent, during an ACD call, can request to be monitored by a specific supervisor. When the agent presses the AS- SIST key or presses the TALLY key and dials 006#, a monitor request is sent to the designated supervisor. Upon answering, the supervisor is in a silent monitor connection listening to the agent and the calling party.
Page 220 M-89A MONITOR ME - ACD SERVICE CONDITIONS This service requires the three-conference trunk or VS-32. VS-32 (SIP mode) is not available for Multi-Path Monitor Connection. Note: If all of the three-way conference trunks are not idle, “MONITOR BUSY” is displayed on the LCD of agent position.
Page 221 M-89A MONITOR ME - ACD PROGRAMMING STEP 1: AOKC - Define the meaning of OAI key codes (AKYD, FKY 34 through 47). KEY -CODE = 8 (FKY 41 in AKYD) F -KIND = 2 (Terminal Multi Information Transfer Facility: TMF) OP -CODE = 254 (Assistance) STEP 2: ACDSPL - Assign the ACD line's number of the supervisory position as the assistance call's destination and the service activated with ASSIST key.
Page 222 M-90A MULTI-SPLIT AGENT - ACD M-90A MULTI-SPLIT AGENT - ACD GENERAL DESCRIPTION This feature allows an individual agent to handle calls from a maximum of sixteen splits. The agent’s logon ID is programmed to specify whether the agent is permitted to handle calls from a single split (single-split mode) or from multiple splits (multi-split mode).
Page 223 M-90A MULTI-SPLIT AGENT - ACD The splits that an agent can handle are not based solely on the agent’s logon ID. A combination of three factors de- termines which splits a specific agent, at a specific position, can handle. The three factors and their associated vari- ables follow.
Page 224 M-90A MULTI-SPLIT AGENT - ACD that allows Split #5. The agent will be allowed to handle calls from splits 2, 5 and 8. The same agent logs on at a position that allows any split. The agent will be allowed to handle calls from splits 2, 5 and 8. The agent’s split de- faults, such as the after-call mode and the answer mode, will be the defaults associated with the agent’s logon ID attribute split.
Page 225 M-90A MULTI-SPLIT AGENT - ACD The splits allowed to a position or an agent can be changed by using the ACD PCPro command, the MIS, or a Su- pervisor Tally-Oh Code. These changes can be implemented while agents are logged on at positions. The impact on the agent’s call handling and the agent’s ability to log on at the same position in the future are described by the two general statements which follow.
Page 226 M-90A MULTI-SPLIT AGENT - ACD Overflow Condition: (Example) ACDCCV data setting: Incoming Call CCSSTP CCVACT CCVDATA Queue assign Queue assign Queue assign Split A Split B Split C • When a call in queue is answered: Logon ID Information Destination Split to which the agent logs in Overflow Single/Multiple...
Page 227 M-90A MULTI-SPLIT AGENT - ACD OPERATING PROCEDURE This feature is implemented through ACD PCPro assignments. The three critical areas which underpin the feature are: The split mode of the agent, which is part of the agent logon ID, is programmed on an agent basis. The splits that an agent can service, which is part of the agent logon ID, is programmed on an agent basis.
Page 228 M-110A MULTI-LINE SUPPORT - ACD TERMINAL - ACD M-110A MULTI-LINE SUPPORT - ACD TERMINAL - ACD GENERAL DESCRIPTION This feature allows a Supervisory/an Agent Position to accommodate the so-called Multi-Line, other Dterm’s My Line and Software Line, on the programmable Line/Feature Keys of the Dterm set. Multi-Line performs the business operations.
Page 229 M-110A MULTI-LINE SUPPORT - ACD TERMINAL - ACD Agent/Supervisory Position can use Call Pickup feature only by its Multi Line. A call cannot be picked up from ACD/Non-ACD Line of Agent/Supervisory Position. Calls terminated to ACD/Non-ACD Line cannot be picked up from other ACD/Non-ACD Line, Multi Line or other Station’s Line. Do not answer the call termi- nated to other lines by Non-ACD Line using Call Pickup feature.
Page 230 M-110A MULTI-LINE SUPPORT - ACD TERMINAL - ACD 12. When Call Forwarding - All Calls/Busy Line/ Don’t Answer features are set to Multi Line, the Dterm’s LCD does not display the message indicating that Call forwarding features have been set, and the appropriate LED does not light.
Page 231 M-110A MULTI-LINE SUPPORT - ACD TERMINAL - ACD 20. When assigning SFI = 132 to Non-ACD Line, Call Termination to the Non-ACD Line is restricted while in con- versation by using ACD Line or Multi Line. Thus, if Non-ACD Line is assigned as destination of ASSIS- TANCE - ACD AGENT - ACD [A-32A], Assistance Call is restricted while the destination party is engaged in a conversation by using Multi Line.
Page 232 M-110A MULTI-LINE SUPPORT - ACD TERMINAL - ACD List of IC Call Features for Multi-Line Support - ACD Terminal x: Available N: Not Available C: Conditionally available -: Not Applicable SERVICE FEATURES Attendant Console Direct-In Termination (DID) Direct Inward Dialing Remote Access To System Master Console Power Failure Transfer...
Page 233 M-110A MULTI-LINE SUPPORT - ACD TERMINAL - ACD List of Station Features for Multi-Line Support - ACD Terminal (1/2) x: Available N: Not Available C: Conditionally available -: Not Applicable SERVICE FEATURES Station Hunting Call Pickup Call Pickup-Group Call Pickup-Direct Step Call Call Back Automatic Call Back Cancel...
Page 234 M-110A MULTI-LINE SUPPORT - ACD TERMINAL - ACD List of Station Features for Multi-Line Support - ACD Terminal (2/2) x: Available N: Not Available C: Conditionally available -: Not Applicable SERVICE FEATURES Call Hold Automatic Recall Exclusive Hold Hot Line Priority Call Station-To-Station Calling Facility Restriction Class-EPN...
Page 235 M-110A MULTI-LINE SUPPORT - ACD TERMINAL - ACD List of Features for Multi-Line Support-ACD Terminal Available in Multiple Line Operation X: Available N: Not Available SERVICE FEATURES Station/Trunk Call Non-Exclusive Hold Exclusive Hold Call Forwarding-All Calls Call Forwarding-Busy Line Call Forwarding-Don’t Answer Voice Call Internal Zone Paging Selectable Station Call Pickup...
Page 236 N-12A NIGHT SERVICE - ACD N-12A NIGHT SERVICE - ACD GENERAL DESCRIPTION This feature provides alternate routing for calls destined for a particular split. When Night mode is in effect for a split and a call attempts to queue to that split, the call is routed to a programmed pilot number (night pilot number), used by the split, instead of being queued.
Page 237 N-12A NIGHT SERVICE - ACD When a call attempts to queue to a split using a Queue to Split instruction in a CCV and the split is in Night mode, the Night mode routing for the split is only followed if the split is the primary split for the call. If the split is a secondary split, the Queue to Split instruction is skipped.
Page 238 N-14A NON-ACD CALL - ACD N-14A NON-ACD CALL - ACD GENERAL DESCRIPTION This feature allows agents and supervisors to receive calls from and place calls to other ports in the system (e.g., Non-ACD stations, attendants, trunks). When and agent or supervisor position is called using their Node directory number, the call appears on the Non-ACD line provided for that purpose.
Page 239 O-19A OVERFLOW OUTSIDE - ACD O-19A OVERFLOW OUTSIDE - ACD GENERAL DESCRIPTION This feature is provided by proper programming of Call Control Vectors, specifically using the “Transfer To” in- struction. See “CALL CONTROL VECTOR-ACD [C-108A]” for additional information. Do not set call forwarding features such as Call Forwarding-All Calls/Busy and Station Hunting at the Note: overflow destination station.
Page 240 P-21A PRIORITY QUEUING - ACD P-21A PRIORITY QUEUING - ACD GENERAL DESCRIPTION The ACD system supports 250 different queue priorities for every split. Priorities in a split queue are assigned such that priority “1” calls have the highest priority and priority “250” calls have the lowest priority. Calls with a higher priority will be serviced, in the order in which they were queued, before calls with a lower priority, regardless of the waiting time of the calls with a lower priority.
Page 241 P-21A PRIORITY QUEUING - ACD SERVICE CONDITIONS Calls transferred into the ACD by Node stations and calls transferred by attendants have the same priority. PROGRAMMING 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 TRKPRI: Priority order of ACD calls from a trunk (1~250) INPRI:...
Page 242 P-40A PILOT NUMBERS - ACD P-40A PILOT NUMBERS - ACD GENERAL DESCRIPTION Pilot numbers are the access codes to ACD functions. They are programmed into the Node-side database according to the numbering plan in effect for the system. Pilot numbers do not correspond to any line appearances, either phys- ical or virtual, in the system.
Page 243 P-45A PERSONAL EMERGENCY AND ASSIST - ACD P-45A PERSONAL EMERGENCY AND ASSIST - ACD GENERAL DESCRIPTION This feature allows an agent to have a designated individual supervisor’s number as the destination for an assist re- quest (personal assist request number) and a designated individual supervisor’s number as the destination for an emergency request (personal emergency request number).
Page 244 P-45A PERSONAL EMERGENCY AND ASSIST - ACD To cancel a personal assistance request: After initiating an assistance request and before being answered by the supervisor, the agent may cancel the re- quest by pressing the TRANSFER key. The ASSIST lamp will be extinguished, the agent will be reconnected with the ACD call, and the display will return to its original status.
Page 245 Q-1A QUEUING - ACD Q-1A QUEUING - ACD GENERAL DESCRIPTION There are two queues for every split. One queue contains a prioritized list of callers waiting to be connected to agents and the other queue contains a list of agents waiting to be connected to callers starting with the agent who has been ready the longest.
Page 246 Q-1A QUEUING - ACD Conditional queuing: One of the two following conditions (programmed on a split-wide basis) will be checked before a call is either connected to an agent or queued. Minimum Agent Availability The system will check for a minimum number of available agents before connecting the call. If the num- ber of available agents is greater than or equal to the minimum specified, the call is accepted and con- nected to the longest-waiting available agent.
Page 247 Q-1A QUEUING - ACD OPERATING PROCEDURE This feature is implemented through the programming of CCVs. SERVICE CONDITIONS Queuing Limitations: An incoming ACD call can follow a set of instructions in the CCV, associated with the pilot number, and encounter many different splits. If all the splits are busy, the call is allowed to queue to the first four splits it encounters.
Page 248 R-19A RELEASE - ACD POSITION - ACD R-19A RELEASE - ACD POSITION - ACD GENERAL DESCRIPTION This feature allows an agent who is using a headset to release from a call by pressing the RELEASE key, rather than for the other party to disconnect. OPERATING PROCEDURE While engaged in a call, the agent or supervisor presses the RELEASE key.
Page 249 R-145A RING DELAY - ACD R-145A RING DELAY - ACD GENERAL DESCRIPTION This feature is programmed in a Call Control Vector (ACDCCV) using the Ring Delay step followed by a parameter of from 1 to 15 seconds. Once a call has traversed a Ring Delay step then the ring delay feature will be applied to that call when it ultimately connects to an agent.
Page 250 S-91A SPLITS - ACD S-91A SPLITS - ACD GENERAL DESCRIPTION A Split is a basic building block of a call center and is generally thought to consist of a group of agents performing a similar task, a prioritized queue for incoming callers and possibly a supervisor position to oversee the caller and agent activity within the split.
Page 251 S-91A SPLITS - ACD Assist Destination A destination to receive calls when an agent presses the Assist Key can be specified for each split. Auto Ready after PBX Call A feature may be setup such that an agent’s position will be automatically replaced in the Ready Mode at the con- clusion of a call on their Non-ACD line.
Page 252 S-91A SPLITS - ACD Do Not Disturb Mode When a split is unstaffed it operates in a Do Not Disturb Mode. Calls may be either allowed or restricted from queue- ing during this mode. Emergency Destination A destination to receive calls when an agent presses the Emergency Key can be specified for each split. Emergency Recorder A recording device can be specified to record calls in the event of an emergency.
Page 253 S-91A SPLITS - ACD Tally Code Required When per-call tally is enabled an agent is required to enter a tally code for each ACD call received before a new call will be assigned. The tally code may be entered either during the call or during the wrap up mode. Work Mode Restriction The ability for agents to selectively enter the work mode can be restricted.
Page 254 S-97A SPLIT DISPLAY - ACD POSITION - ACD S-97A SPLIT DISPLAY - ACD POSITION - ACD GENERAL DESCRIPTION The name of the split that a position belongs to can be displayed while the position is in Vacant mode. This mainte- nance feature helps the user determine which positions belong to which splits.
Page 255 S-98A SPLIT SELECTION - ACD S-98A SPLIT SELECTION - ACD GENERAL DESCRIPTION Split selection is determined by the position in use and the logon ID in use. A logon ID indicates whether the agent can service a single split (single-split mode) or a maximum of sixteen splits concurrently (multi-split mode). A logon ID can access a maximum of sixteen specified splits or any split.
Page 256 S-108A STRANDED CALL ROUTING - ACD S-108A STRANDED CALL ROUTING - ACD GENERAL DESCRIPTION A stranded call is defined as a call left unanswered in queue at the time when the last agent in the split logs off the ACD system. If this call is not queued to any other split which still has agents logged on then it becomes “stranded” at the moment the last agent logs off and is a candidate for Stranded Call Routing.
Page 257 S-153 SPLIT CONNECTION RESTRICTION - ACD S-153 SPLIT CONNECTION RESTRICTION - ACD GENERAL DESCRIPTION This feature allows the system to prevent Agent/Supervisory Positions from accessing (call origination, call transfer and Monitor/Barge) to PPN (Personal Pilot Number) or Pilot Number of other Splits. This feature is not available in North America.
Page 258 S-153 SPLIT CONNECTION RESTRICTION - ACD Special Logon ID determines whether a Calling Party can access to a Split. If no Special Logon ID is assigned, the Calling Party can access only to Split to which the Calling Party belongs. The following show the relation- ship between Special Logon ID and normal Logon ID for Agent.
Page 259 S-153 SPLIT CONNECTION RESTRICTION - ACD The following table shows the status of Agent/Supervisor and actions of Monitor function. Status of Status of Agent Transfer to PPN Monitor Function Supervisor Monitor/Barge function is available only for Logon ID is specified Split to which Supervisor belongs.
Page 260 S-153 SPLIT CONNECTION RESTRICTION - ACD Transfer to PPN (With Special Logon ID) Restricted Transfer to Agent D Agent D Agent B Transfer to Agent C PPN:1111 PPN:666555001 Make call to Agent B Special Logon ID 666000000 Agent A Agent C Split 2 PPN:6001 Split 1...
Page 261 S-153 SPLIT CONNECTION RESTRICTION - ACD Make a Call/Transfer to Pilot Number (With Special Logon ID) CCV for pilot number 5000. This CCV Number and CCV step are assignd by ACDPLT command (CCVNO,CCVSTP). CCVACT CCVACTDATA Queue Assign Split 1 2 Pause 5sec.
Page 262 S-153 SPLIT CONNECTION RESTRICTION - ACD Monitor Single Logon Supervisor: Logon ID=123, Servicing splits 1 conversing The supervisor cannot monitor. The supervisor can monitor. conversing The supervisor cannot monitor. Supervisor Logon ID:123 Split 1 Split 2 Multiple Logon Supervisor: Logon ID=123, Servicing mutiple splits (Split 1 and Split 3) Agent: Logon ID=567, Servicing multisplits (Split 1 and Split 2) The supervisor can monitor.
Page 263 S-153 SPLIT CONNECTION RESTRICTION - ACD The following table is behavior of Agent (calling party) and MIS when call is restricted. AGENT (CALLING PARTY) MIS Real Time Screen Display of LCD Kind of Tone When Agent is Blink the PPN ROT (BT) Not queueing.
Page 264 S-153 SPLIT CONNECTION RESTRICTION - ACD OPERATING PROCEDURE None SERVICE CONDITIONS The relation between Special Logon ID and Logon ID Code (LID) assigned by ACDLOG is as follows. <Example> Company Code (3 digits) + Employer ID Number (6 digits) - Maximum digit number of LID: 9 digits - Company Code: 0 - 8 digits Note - Digit number of Employer ID Number: Company Code+1 to Maximum digit number of LID The number of digits can be changed by entering Tally code from Supervisory Position.
Page 265 S-153 SPLIT CONNECTION RESTRICTION - ACD 12. This feature is available only for CCV Number or CCS Step assigned on ACDPLT. The other CCVs assigned on “Jump CCV” or “Jump CCV step when the queue is busy” step in a CCV table are not supported. 13.
Page 266 S-153 SPLIT CONNECTION RESTRICTION - ACD PROGRAMMING STEP 1: ASYD, INDEX 873, Bit0 =1: Restriction on the connection of PPN/Pilot number. STEP 2: ASYD, INDEX 873, Bit1 =1: Restriction on 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.
Page 267 T-24A TRUNK TROUBLE REPORT - MIS - ACD T-24A TRUNK TROUBLE REPORT - MIS - ACD GENERAL DESCRIPTION This feature allows an agent to indicate a trouble condition affecting a trunk (e.g., poor transmission) which is en- countered during a call. The system will log the agent’s position number and the number of the connected trunk. This information is printed out on the ACD PCPro and provided to the MIS.
Page 268 T-49A TALLY COUNT - ACD T-49A TALLY COUNT - ACD GENERAL DESCRIPTION This feature allows agents to register the occurrences of several specific events using the dial keypad, such as re- sponses to various advertising method, sales campaigns, or calls from particular locations. The MIS system is responsible for keeping a record of each event and may keep additional statistics for the various Tally Count events such as call duration.
Page 269 T-50A TIME OF DAY/WEEK ROUTING - ACD T-50A TIME OF DAY/WEEK ROUTING - ACD GENERAL DESCRIPTION The routing of incoming calls is controlled by the time of week. A week can be divided into 50 time segments, with different call handling performed during each segment. Segments must begin and end on whole minutes; no frac- tional minutes are allowed.
Page 270 T-85A TALLY REQUIRED - ACD T-85A TALLY REQUIRED - ACD GENERAL DESCRIPTION This feature is programmed on a per-split basis via the ACDSPL PCPro command. When a split is marked for Tally Required an agent will not be able to answer a new incoming ACD call until a Tally entry has been made for the previous call.
Page 271 W-5A WORK MODE - ACD W-5A WORK MODE - ACD GENERAL DESCRIPTION This feature offers the choice of allowing the agents within a split to enter and exit Work Mode. Calls waiting in queue cannot be connected to agents in the Work Mode. Since the Work Mode inhibits agents from receiving calls it is sometimes beneficial to limit Work Mode use or restrict it altogether.
Page 272 W-5A WORK MODE - ACD OPERATING PROCEDURE This feature is an inherent feature of the ACD programs. Agents use the WORK key on their ACD position to set the Work Mode appropriately. Work Mode restrictions and time-outs are programmed using the PCPro command ACDSPL for each split.
Page 273 W-6A WORK MODE TIME LIMIT - ACD W-6A WORK MODE TIME LIMIT - ACD GENERAL DESCRIPTION This feature allows the specification of a maximum time limit for an agent to be in Work mode at the conclusion of an ACD call before being automatically placed in Ready mode. Once in Ready mode, the agent will be connected to a call if calls are queued.
Page 274 Z-1A ZIP TONE - ACD Z-1A ZIP TONE - ACD GENERAL DESCRIPTION When an agent is operating in AUTOMATIC ANSWER-ACD [A-35A] mode, the system will provide an audible burst of tone to the agent’s receive audio path before connecting an incoming ACD call. OPERATING PROCEDURE The operation of this feature from the agent or supervisory position is as follows: From Manual Answering status:...
Page 275: Chapter 5 Acd Service Features Functional Test Procedures
CHAPTER 5 ACD SERVICE FEATURES FUNCTIONAL TEST PROCEDURES CHAPTER 5 ACD SERVICE FEATURES FUNCTIONAL TEST PROCEDURES After the installation test following by the “Installation Manual”, test the ACD service features following the flowchart below. The names listed within of each NAP are the names of the ACD services. Also refer to the detailed description of the services in Section 3 of CHAPTER 4 “ACD SERVICE FEATURE”.
Page 276: Nap-215-106
CHAPTER 5 ACD SERVICE FEATURES FUNCTIONAL TEST PROCEDURES NAP-215-106 Center Closed Announcement Announcements-ACD (A-80A) NAP-215-107 Overflow Overflow Outside-ACD (O-19A) NAP-215-108 Emergency Recorder Emergency/Recorder-ACD (E-6A) NAP-215-109 After Call Work (Manual) NAP-215-110 After Call Work (Automatic) Availability-ACD Position-ACD (After Call Work) (A-37A) NAP-215-111 Assistance Assistance-ACD Agent-ACD (A-34A)
Page 277: Nap-215-115
CHAPTER 5 ACD SERVICE FEATURES FUNCTIONAL TEST PROCEDURES NAP-215-115 Abandoned Call Search Abandoned Call Search-ACD (A-31A) NAP-215-116 Trunk Trouble Report Trunk Trouble Report-MIS-ACD (T-24A) For the following services, refer to the manual described MIS functions. Tally Count-ACD (T-49A) MIS Terminal Functions –...
Page 278: Acd Incoming
CHAPTER 5 ACD SERVICE FEATURES FUNCTIONAL TEST PROCEDURES NAP-215-101 Sheet 1/2 ACD Incoming For Digital terminal For IP/SIP terminal Agent Position ELC/DLC IP PAD Agent Position START Set up a loop-back connection between COT for ACD trunk group to be tested and station line. Log off agent positions and supervisory positions.
Page 279 CHAPTER 5 ACD SERVICE FEATURES FUNCTIONAL TEST PROCEDURES NAP-215-101 Sheet 2/2 ACD Incoming ACD Agent/Supervisory Position Trunk Incoming Call • Test all agent and supervisory position trunks with the following procedure. Log on to all agent and supervisory positions and release the After Call Work Mode. •...
Page 280 CHAPTER 5 ACD SERVICE FEATURES FUNCTIONAL TEST PROCEDURES NAP-215-102 Sheet 1/2 Call Distribution to Agents For IP/SIP terminal For Digital terminal Agent Position IP PAD ELC/DLC Agent Position START Log off all ACD agent/supervisory positions. C.O. trunk incoming. • Place C.O. trunk calls from station A, B and C to stations D, E and F. Log on at agent position.
Page 281 CHAPTER 5 ACD SERVICE FEATURES FUNCTIONAL TEST PROCEDURES NAP-215-102 Sheet 2/2 Call Distribution to Agents 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. Check that the calls are distributed in the incoming order.
Page 282: Priority Processing
CHAPTER 5 ACD SERVICE FEATURES FUNCTIONAL TEST PROCEDURES NAP-215-103 Sheet 1/2 Priority Processing For IP/SIP terminal For Digital terminal NPQ (Non Priority NPQ (Non Priority Queuing) Route Queuing) Route Agent Position ELC/DLC IP PAD Agent Position PQ (Priority PQ (Priority Queuing) Queuing) Route...
Page 283 CHAPTER 5 ACD SERVICE FEATURES FUNCTIONAL TEST PROCEDURES NAP-215-103 Sheet 2/2 Priority Processing Log on and After Call Work mode release at ACD agent position. Log on one of the agent positions in the split where calls queued in the non-priority queue and priority queue are terminated, and release the After Call Work mode.
Page 284 CHAPTER 5 ACD SERVICE FEATURES FUNCTIONAL TEST PROCEDURES NAP-215-104 Sheet 1/2 Automatic Call Distribution For IP/SIP terminal For Digital terminal Agent Position C ELC/DLC Agent Position C Agent Position D Agent Position D IP PAD Agent Agent Position E Position E START Log off all agent and supervisory positions.
Page 285 CHAPTER 5 ACD SERVICE FEATURES FUNCTIONAL TEST PROCEDURES NAP-215-104 Sheet 2/2 Automatic Call Distribution Answering and release by ACD agent position. C.O. trunk incoming. • Place a C.O. trunk call from station A to line B. Incoming at ACD agent position. •...
Page 286: Delay Announcement
CHAPTER 5 ACD SERVICE FEATURES FUNCTIONAL TEST PROCEDURES NAP-215-105 Sheet 1/1 Delay Announcement Announcement Machine START Log off all agent and supervisory positions. C.O. trunk incoming. • Place C.O. trunk calls sequentially from stations A, B and C to stations D, E and F respectively. First delay announcement.
Page 287 CHAPTER 5 ACD SERVICE FEATURES FUNCTIONAL TEST PROCEDURES NAP-215-106 Sheet 1/2 Center Closed Announcement For IP/SIP terminal For Digital terminal IP PAD Supervisory Announcement Machine Position Announcement ELC/DLC Machine Supervisory Position (a) In case the weekly schedule No. is set as the incoming path START C.O.
Page 288 CHAPTER 5 ACD SERVICE FEATURES FUNCTIONAL TEST PROCEDURES NAP-215-106 Sheet 2/2 Center Closed Announcement (b) In case the call control vector is set as the incoming path: START Set the ACD system to the night mode by pressing the NIGHT key on the supervisory position or by operating from the MIS terminal.
Page 289: Overflow
CHAPTER 5 ACD SERVICE FEATURES FUNCTIONAL TEST PROCEDURES NAP-215-107 Sheet 1/2 Overflow For IP/SIP terminal For Digital terminal Overflow Designation Split ELC/DLC Overflow Designation Overflow Split Origination IP PAD Split Overflow Origination Split START Log on the ACD agent and supervisory positions of the overflow origination split. Log on the ACD agent and supervisory positions of the overflow destination split.
Page 290 CHAPTER 5 ACD SERVICE FEATURES FUNCTIONAL TEST PROCEDURES NAP-215-107 Sheet 2/2 Overflow (Overflow period elapsed). Call termination 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 started.
Page 291 CHAPTER 5 ACD SERVICE FEATURES FUNCTIONAL TEST PROCEDURES NAP-215-108 Sheet 1/2 Emergency Recorder For IP/SIP terminal For Digital terminal Supervisory Position Announcement Recorder Trunk IP PAD Agent ELC/DLC Position Supervisory Position Announcement Recorder ELC/DLC Trunk Agent Position START C.O. trunk call incoming. •...
Page 292 CHAPTER 5 ACD SERVICE FEATURES FUNCTIONAL TEST PROCEDURES NAP-215-108 Sheet 2/2 Emergency Recorder Answering by supervisory position. • The supervisory position answers the call as an ACD call and monitors it (three-party conference call does not occur). • The agent position 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.
Page 293 CHAPTER 5 ACD SERVICE FEATURES FUNCTIONAL TEST PROCEDURES NAP-215-109 Sheet 1/2 After Call Work (Manual) For IP/SIP terminal For Digital terminal IP PAD ELC/DLC Agent Agent Position Position START Log off all ACD agent and supervisory positions, then log on only one position. C.O.
Page 294 CHAPTER 5 ACD SERVICE FEATURES FUNCTIONAL TEST PROCEDURES NAP-215-109 Sheet 2/2 After Call Work (Manual) Release by ACD agent position. • The agent position can end communication with station A by pressing the RELEASE key. Confirmation of After Call Work mode. •...
Page 295 CHAPTER 5 ACD SERVICE FEATURES FUNCTIONAL TEST PROCEDURES NAP-215-110 Sheet 1/2 After Call Work (Automatic) For IP/SIP terminal For Digital terminal IP PAD ELC/DLC Agent Agent Position Position START Log off all ACD agent and supervisory positions, then log on only one position. Office data change.
Page 296 CHAPTER 5 ACD SERVICE FEATURES FUNCTIONAL TEST PROCEDURES NAP-215-110 Sheet 2/2 After Call Work (Automatic) 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. •...
Page 297: Assistance
CHAPTER 5 ACD SERVICE FEATURES FUNCTIONAL TEST PROCEDURES NAP-215-111 Sheet 1/1 Assistance For IP/SIP terminal For Digital terminal ELC/DLC Supervisory Supervisory Position Position IP PAD ELC/DLC Agent Position Agent Position START C.O. trunk incoming. • Place a C.O. trunk call from station A to line B. Incoming at ACD agent position.
Page 298: Break Mode
CHAPTER 5 ACD SERVICE FEATURES FUNCTIONAL TEST PROCEDURES NAP-215-112 Sheet 1/1 Break Mode For IP/SIP terminal For Digital terminal Agent Position ELC/DLC IP PAD Agent Position START Log off all ACD agent and supervisory positions. Set one of the ACD agent positions to the Break mode. •...
Page 299 CHAPTER 5 ACD SERVICE FEATURES FUNCTIONAL TEST PROCEDURES NAP-215-113 Sheet 1/2 Monitoring–ACD Supervisor For IP/SIP terminal For Digital terminal ELC/DLC Supervisory Supervisory Position Position IP PAD ELC/DLC Agent Position Agent Position START C.O. trunk incoming. • Place a C.O. trunk call from station A to line B. Incoming at ACD agent position.
Page 300 CHAPTER 5 ACD SERVICE FEATURES FUNCTIONAL TEST PROCEDURES NAP-215-113 Sheet 2/2 Monitoring–ACD Supervisor Supervisory Override Operation • Press the MON/BARGE key on the supervisory position again. “BARGE?” is displayed. Note • The agent position and the call originator (station A) hear the warning tone. Release.
Page 301: Night Service
CHAPTER 5 ACD SERVICE FEATURES FUNCTIONAL TEST PROCEDURES NAP-215-114 Sheet 1/2 Night Service For IP/SIP terminal For Digital terminal Announcement Trunk IP PAD ELC/DLC Announcement Split C Trunk Split C ELC/DLC D: ATT D: ATT START Use one of the following three methods to change into the night mode. (1) Automatic changeover into the night mode based on the ACD call control vector (Night Announce- ment setting using ACD CCV command).
Page 302 CHAPTER 5 ACD SERVICE FEATURES FUNCTIONAL TEST PROCEDURES NAP-215-114 Sheet 2/2 Night Service Night Service Change Using the ACD CCV command, change the night services of the split and test each of the following services. Night Transfer to Station • Place a C.O. trunk call from station A to line B. Call incoming at transfer destination station.
Page 303: Abandoned Call Search
CHAPTER 5 ACD SERVICE FEATURES FUNCTIONAL TEST PROCEDURES NAP-215-115 Sheet 1/1 Abandoned Call Search For IP/SIP terminal For Digital terminal Agent Position ELC/DLC IP PAD Agent Position START Abandoned Call Search C.O. trunk call origination. • Place a call from the station A to the line B. The call is connected to a Pilot number. •...
Page 304: Trunk Trouble Report
CHAPTER 5 ACD SERVICE FEATURES FUNCTIONAL TEST PROCEDURES NAP-215-116 Sheet 1/1 Trunk Trouble Report For IP/SIP terminal For Digital terminal Agent Position ELC/DLC IP PAD Agent Position START C.O. trunk call incoming. • Place a C.O. trunk call from station A to line B and a C.O. trunk call is terminated to agent positions. The call is terminated to agent positions.
Page 305: Commands And Job Specifications
CHAPTER 6 COMMANDS AND JOB SPECIFICATIONS CHAPTER 6 COMMANDS AND JOB SPECIFICATIONS 1. GENERAL This chapter explains the ACD Commands which are used exclusively for the ACD system. For other related Telephony Server Command, refer to the Data Programming Sheets. When engaging in command operations concerning the ACD system, ensure to use both this manual and Data Programming Sheets.
Page 306: Command Relationships
CHAPTER 6 COMMANDS AND JOB SPECIFICATIONS 2.1 Command Relationships Each command consists of a name (four to six alphanumeric characters) which suggests its function and the parameters required for its execution. Table 6-3 describes the correspondence among the ACD and Node commands.
Page 307: Acdtn: Assignment Of Acd Tenant Data
ACDTN : Assignment of ACD Tenant Data ACDTN: Assignment of ACD Tenant Data Function This command is used to assign, display, and print the following data for an ACD tenant: Tenant Number Tenant Name (optional) The number (maximum) of splits (per tenant) Default Language Operator Access Code IVR Pilot Number...
Page 308 ACDTN : Assignment of ACD Tenant Data ANSTM: Time (in seconds) after which an outbound call is assumed to have been answered. ANTNO: Personal Announcement Number (0 - 58) or SPACE: feature not used PRI: Priority to use for split queuing after overflow or call forwarding (1 to 250) Assignment and Deletion Procedure These flow diagrams show the procedure used to assign and change Tenant Data for the Integrated ACD.
Page 309 ACDTN : Assignment of ACD Tenant Data ACD Tenant Data Assignment Sheet Number Access Code Tenant Default Tenant Name for Operator Number Language (NAME) Split Call (TN) (LANG) Max. 20 characters (NSPL) (OPENO) 1-250 Note 1 Personal Personal Queue Outbound Access Code of IVR Announcement Overflow/For-...
Page 310 ACDTN : Assignment of ACD Tenant Data Only digits 0-9 can be entered to the parameter IVRNO (“*” and “#” cannot be used) One-digit IVR pilot Note 2: number may not be assigned. – 294 –...
Page 311: Acdspl: Assignment Of Acd Split Data
ACDSPL : Assignment of ACD Split Data ACDSPL: Assignment of ACD Split Data Function This command is used to assign, display, print, and remove ACD split data. Each split is configured through this command for its answer mode, after call status, conditional thresholds, and operationally-related direc- tory numbers and other split-related data.
Page 312 ACDSPL : Assignment of ACD Split Data (9) Call Waiting lamp can be programmed with two queue thresholds. It can light steadily when a specific number of calls are in queue, then to flash when the second threshold of number of calls are in queue. (10) Never set the “CWON”...
Page 313 ACDSPL : Assignment of ACD Split Data Parameters ACDP: Fixed to 0 (Not used) Tenant Number (1 to 9) SPLIT: Split Number (1 to 250) NAME: Split Name (Optional) - Up to 20 characters LOGID: Logon ID 0 : Not Used 1 : Required AFTER: After ACD Call (State of the agent position after ACD Call)
Page 314 ACDSPL : Assignment of ACD Split Data AWPI: Auto Work Mode upon Node Call (Ring In, Answer) 0 : No Auto Work 1 : Auto Work Mode (only when Ring in) 2 : Auto Work Mode (only when Answer) 3 : Auto Work Mode (when Ring In and Answer) AWPO: Auto Work Mode upon Node Call (Dialed Out) 0 : No Auto Work...
Page 315 ACDSPL : Assignment of ACD Split Data DESCRIPTION START Assign the Tenant data. ACDTN ACDSPL Assign the Split data. DESCRIPTION START Remove the Split data. ACDSPL ACD Split Data Programming Sheet (1/2) Tenant Number (TN)1~9 Split Number (SPLIT) 1~250 Split Name (NAME) up to 20 characters Logon ID Not Used (0) (LOGID)
Page 316 ACDSPL : Assignment of ACD Split Data ACD Split Data Programming Sheet (1/2) Work Mode Timeout (WMT) 0~9999 seconds Assist Key Assist (0) (RMON) Monitor Me (1) Select one ( 1 Break Type (0) Break Types (BRKTP) 9 Break Types (1) Note Night Pilot Number (NIGHT) Note...
Page 317 ACDSPL : Assignment of ACD Split Data ACD Split Data Programming Sheet (2/2) Stranded Calls CCV Step (ST CCV STP) 1~20 Call Recover Time (CRT) 0~255 Analog Work Mode Timeout (A-WMT) 0~9999 seconds Hot Split Disabled (0) (HSPL) Enabled (1) Select one ( Agent Queuing Options No Priorities (0)
Page 318: Acdlog: Assignment Of Acd Receiver Id Code
ACDLOG : Assignment of ACD Receiver ID Code ACDLOG: Assignment of ACD Receiver ID Code Function This command is used to assign, display, print, and remove logon data. Each agent logon identifies the us- er’s tenant, name, language preference, and personal Pilot number information, as well as the splits (with the associated priority level) the Logon ID is allowed to access, whether multisplit is allowed, and the per- sonal assist and emergency numbers.
Page 319 ACDLOG : Assignment of ACD Receiver ID Code GOCFSTP: CCV step number (1 - 20) OVFT: 0 ~ 9999 seconds; 0 = indefinite GOCONO: CCV index (1 - 900) GOCFSTP: CCV step number (1 - 20) PCWCM: 0=off/1=First/2=All time PARN: Individual assistance number or SPACE (SPACE: Functional not used) (Two to five digits.) Note...
Page 320 ACDLOG : Assignment of ACD Receiver ID Code ACD Logon Data Programming Sheet ACD Tenant (TN) 1 ~ 9 Agent Logon ID (LID) Max. 9 digits Agent Logon ID Name (NAME) up to 20 characters Abbreviated Name (NAMES) up to 5 characters English (0) Japanese (1) Spanish (2)
Page 321: Acdpsn: Assignment Of Acd Position Data
ACDPSN : Assignment of ACD Position Data ACDPSN: Assignment of ACD Position Data Function This command is used to assign, display, print, and remove ACD position data. Each position is identified by the tenant it belongs to, the number of its ACD line and the Non-ACD line it may have, and what split(s) the position belongs to.
Page 322 ACDPSN : Assignment of ACD Position Data (11) The relationship between ACDLOG and ACDPSN is shown in the table below. Table 6-4 Programming Considerations LOGON TO A SPECIFIC SPLIT LOGON TO MULTIPLE SPLITS ACDLOG MULTS=0 MULTS=0 MULTS=1 MULTS=1 (Single logon) (Single logon) (Multi logon) (Multi logon)
Page 323 ACDPSN : Assignment of ACD Position Data The List up program will scan both My-Line and ACD line positions within the range designated in the List Note: up command. – 307 –...
Page 324 ACDPSN : Assignment of ACD Position Data Assignment and Deletion Procedure These flow diagrams show the procedure used to assign and delete ACD Agent Position data Figure 6-4 Assigning and Removing ACD Position Data. DESCRIPTION START Assign the station numbers for the ACD line and the Node ASDT line.
Page 325 ACDPSN : Assignment of ACD Position Data ACD Position Data Programming Sheet ACD Tenant (TN) 1 ~ 9 or 10 Line Numbers-Node (NACD) Note Line Numbers-ACD (ACDL) Note Agent Position (0) Supervisory Position Type of Agent Position Analog Agent (PTYPE) Position(2) 0 ~ 4 Analog Supervisory...
Page 326: Acdccv: Assignment Of Acd Ccv Data
ACDCCV : Assignment of ACD CCV Data ACDCCV: Assignment of ACD CCV Data Function This command is used to assign, display, print, and remove Call Control Vectors. A Call Control Vector is a list of procedural instructions (or steps) for handling incoming ACD calls. The instructions defined by the Call Control Vector are sentence-based and can be combined to form many different sequences.
Page 327 ACDCCV : Assignment of ACD CCV Data (7) When programming the data onto the CCV command, use caution not to create the CCV that causes the occurrence of an infinite loop. Example 2: An infinite loop caused by ACDPLT and Example 1: An infinite loop caused by ACDCCV ACDSPL programming.
Page 328 ACDCCV : Assignment of ACD CCV Data Parameters ACDP: Fixed to 0 (Not used) 1 ~ 9 CCVNO: 1 ~ 900 CCVSTP: 1 ~ 20 CCVACT: See “Table 6-6 CCV Parameters (1/2)” and “Table 6-7 CCV Parameters (2/2)”. CCVACT DATA: See “Table 6-6 CCV Parameters (1/2)” and “Table 6-7 CCV Parameters (2/2)”. GOCCV: CCV index number only used for CCVACT=3 (1 ~ 900)
Page 329 ACDCCV : Assignment of ACD CCV Data Table 6-5 CCV Parameters (1/2) CCVACT CCVACT DATA Remarks Blank – Vacant for the future use Pause 1-999 sec. Waiting time before the next step Delay Announcement/Announcement service Announcement Announce No. (1-58) in Night mode/Announcement service on holi- days, etc.
Page 330 ACDCCV : Assignment of ACD CCV Data Table 6-5 CCV Parameters (2/2) CCVACT CCVACT DATA Remarks QUEUE greater Split: Split No. (1-250) This instruction determines whether the next COMP: Threshold Value (0-100) CCV step is executed or skipped by comparing Note 4 the number of the calls in queue for a specified COND: Condition for the...
Page 331 ACDCCV : Assignment of ACD CCV Data Assignment and Deletion Procedure These flow diagrams show the procedure used to assign and delete Call Control Vectors. Figure 6-5 Assigning and Removing Call Control Vectors DESCRIPTION START Assign data for announcement trunks referenced by the CCV. AADT/AADTN Assign station data for any station referenced by the CCV.
Page 332 ACDCCV : Assignment of ACD CCV Data ACD Call Control Vectors Data Programming Sheet ACD Tenant CCV Index (TN) (CCVNO) Remarks 1 ~ 9 1 ~ 900 Jumped CCV CCV Step CCV Step Type CCV Step Parameter Index Step (CCVSTP) (CCVACT) (CCVACTDATA) (GOCCV)
Page 333 ACDCCV : Assignment of ACD CCV Data IVR Access Number Split No. ETA Threshold Transfer Destination (IVRDN) (Split) (ETA) (TRFDC) (Max. 5 digits) Note 3 (1 ~511) For CCVACT=21 and 22: 1~127 Note 3: For CCVACT=23~26: 1~250 – 317 –...
Page 334 ACDCCV : Assignment of ACD CCV Data Comparable Threshold Value Condition for Combination Bracket (COMP) (COND) (BRAC) Note 4 For CCVACT=23, the data valid is 0~100. Note 4: For CCVACT=24 and 25, the data valid is 1~100. For CCVACT=26, the data valid is 0~500 (%). –...
Page 335: Acdplt: Assignment Of Acd Monitor Number
ACDPLT : Assignment of ACD Monitor Number ACDPLT: Assignment of ACD Monitor Number Function This command is used to assign, display, print, and remove ACD pilot data. This consists of a pilot number that designates the pilot to which ACD calls are routed and the Call Control Vector call processing path to be taken.
Page 336 ACDPLT : Assignment of ACD Monitor Number Assignment and Deletion Procedure These flow diagrams show the procedure used to assign and delete ACD pilot data. Figure 6-6 Assigning and Removing ACD Pilot Data DESCRIPTION START Assign the monitor number. AMNO ACDPLT Assign the pilot number.
Page 337 ACDPLT : Assignment of ACD Monitor Number ACD 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 0 : CCV Route to Method (CCV/W)
Page 338: Acdtg: Assignment Of Acd Trunk Group Data
ACDTG : Assignment of ACD Trunk Group Data ACDTG: Assignment of ACD Trunk Group Data Function This command is used to assign, display, print, and remove ACD trunk group data. This data includes queue priority, circuit quantity, and an optional trunk group name. Precautions (1) If ACD circuits are not assigned they will not report to the MIS.
Page 339 ACDTG : Assignment of ACD Trunk Group Data ACD Trunk Group Data Programming Sheet ACD Queue Circuits ACD RT. Name Tenant Priority (NAME) (TN) (ACDRT) (QPRTY) (CNT) (TRK) up to 20 characters 1 ~ 9 1 ~ 254 1 ~ 250 1 ~ 255 1 ~ 255 –...
Page 340: Acdana: Assignment Of Acd Analog Split Access Code
ACDANA : Assignment of ACD Analog Split Access Code ACDANA: Assignment of ACD Analog Split Access Code Function This command is used to assign, display, print, and remove ACD Analog Agent access code data. These access codes enable agents using analog phones to perform many ACD features including logging on (with or without an ID), logging off, going into Ready, Work, and Break modes, entering tally codes, and report- ing trunk troubles.
Page 341 ACDANA : Assignment of ACD Analog Split Access Code ACD Analog Agent Access Code Data Programming Sheet (1/3) Access Code Break Type Success Failure Agent Feature (ACC) (TYPE) (S-ANT) (F-ANT) (FKIND) Note 1 ~ 9 0 ~ 58 0 ~ 58 Logon Without ID (2) Logoff (3) Ready Mode (4)
Page 342 ACDANA : Assignment of ACD Analog Split Access Code ACD Analog Agent Access Code Data Programming Sheet (2/3) Access Code Success Failure Logon ID (ACC) Agent Feature Announcement Announcement Max. 9 digits Max. 5 digits (FKIND) (S-ANT) (F-ANT) Note Note 0 ~ 58 0 ~ 58 Logon With ID (1)
Page 343 ACDANA : Assignment of ACD Analog Split Access Code ACD Analog Agent Access Code Data Programming Sheet (3/3) Access Code Stroke Count Success Failure (ACC) Agent Feature (CODE) Announcement Announcement Max. 5 digits (FKIND) Max. 9 digits (S-ANT) (F-ANT) Note Note 0 ~ 58 0 ~ 58...
Page 344: Acdivr: Assignment Of Acd Ivr Data
ACDIVR : Assignment of ACD IVR Data ACDIVR: Assignment of ACD IVR Data Function This command is used to assign, display, print, and remove ACD Interactive Voice Response Unit (IVR) data. This command sets up IVR ports which will be used to play customized announcements or obtain di- aled digit information from callers.
Page 345 ACDIVR : Assignment of ACD IVR Data ACD IVR Integration Data Programming Sheet Tenant Number IVR Directory Number IVR Port Number (TN) (IVR) (PORT) Remarks 1 ~ 9 Up to 5 Note 1 ~ 255 Only digits 0~9 can be entered to the parameter IVR (“*” and “#” are not available). Note: It is not available to assign different number of digit for the access code (i.e., access code “100”...
Page 346: Acdhs: Assignment Of Acd Holiday Schedule
ACDHS : Assignment of ACD Holiday Schedule ACDHS: Assignment of ACD Holiday Schedule Function This command is used to assign, display, print, and remove the CCVs for holiday schedules. Up to three different holiday schedules per tenant can be programmed for handling incoming calls. When a holiday is designated through the ACDHC command, calls are processed according to one of the three schedules for that day.
Page 347 ACDHS : Assignment of ACD Holiday Schedule Assignment and Deletion Procedure These flow diagrams show the procedure used to assign and delete ACD Holiday Schedule data. Figure 6-8 Assigning and Removing Holiday Schedule Information START DESCRIPTION ACDWS Assign the Week Schedule. Assign the Holiday Schedule.
Page 348 ACDHS : Assignment of ACD Holiday Schedule ACD Holiday Schedule Data Programming Sheet ACD Tenant (TN) 1 ~ 9 CCV Start time Schedule Number CCV Index CCV Step (SCH) (CCVNO) (CCVSTP) (HOUR) (MINUTE) 1 ~ 3 1 ~ 900 1 ~ 20 0 ~ 23 0 ~ 59 –...
Page 349: Acdhsp: Assignment Of Acd Holiday Schedule For Pilot Number
ACDHSP : Assignment of ACD Holiday Schedule for Pilot Number ACDHSP: Assignment of ACD Holiday Schedule for Pilot Number Function This command is used to assign, display, print, and remove the CCVs for holiday schedules on a Pilot Num- ber basis. Up to three different holiday schedules per tenant can be programmed for handling incoming calls.
Page 350 ACDHSP : Assignment of ACD Holiday Schedule for Pilot Number ACD Holiday Schedule Data Programming Sheet Week Schedule Number (WEEKNO) 1 ~ 250 CCV Start time Schedule Number CCV Index CCV Step (SCH) (CCVNO) (CCVSTP) (HOUR) (MINUTE) 1 ~ 3 1 ~ 900 1 ~ 20 0 ~ 23...
Page 351: Acdhse : Assignment Of Acd Holiday Schedule For Type Of Reception Services
ACDHSE : Assignment of ACD Holiday Schedule for type of reception services ACDHSE: Assignment of ACD Holiday Schedule for type of reception ser- vices Function This command is used to assign, display, print, and remove the CCVs for holiday schedules for type of re- ception services.
Page 352 ACDHSE : Assignment of ACD Holiday Schedule for type of reception services ACD Holiday Schedule Data Programming Sheet CCV Start time Schedule Number CCV Index CCV Step (SCH) (CCVNO) (CCVSTP) (HOUR) (MINUTE) 1 ~ 255 1 ~ 900 1 ~ 20 0 ~ 23 0 ~ 59 –...
Page 353: Acdhc: Assignment Of Acd Holiday Calendar
ACDHC : Assignment of ACD Holiday Calendar ACDHC: Assignment of ACD Holiday Calendar Function This command is used to assign, display, print, and remove Holiday Calendar information. The ACDHC command specifies days that calls are processed differently than on normal workdays (provided a Holiday Schedule is programmed).
Page 354 ACDHC : Assignment of ACD Holiday Calendar Assignment and Deletion Procedure These flow diagrams show the procedure used to assign and delete ACD Holiday Calendar data. Figure 6-9 Assigning and Removing Holiday Calendar Information DESCRIPTION START ACDWS Assign the Week Schedule. ACDHS Assign the Holiday Schedule.
Page 355 ACDHC : Assignment of ACD Holiday Calendar ACD Holiday Calendar Data Programming Sheet Month and Day ACD Tenant Schedule (TN) (SCH) (MONTH) 1 ~ 9 1 ~ 3 1 ~ 12 – 339 –...
Page 356: Acdhcp: Assignment Of Acd Holiday Calendar For Pilot Number
ACDHCP : Assignment of ACD Holiday Calendar for Pilot Number ACDHCP: Assignment of ACD Holiday Calendar for Pilot Number Function This command is used to assign, display, print, and remove Holiday Calendar information on a Pilot Num- ber basis. The ACDHCP command specifies days that calls are processed differently than on normal work- days (provided a Holiday Schedule is programmed).
Page 357 ACDHCP : Assignment of ACD Holiday Calendar for Pilot Number ACD Holiday Calendar Data Programming Sheet Week Schedule Number (WEEKNO) 1 ~ 250 Month and Day Schedule (SCH) (MONTH) 0 ~ 3 1 ~ 12 – 341 –...
Page 358: Acdhce : Assignment Of Acd Holiday Calendar For Type Of Reception Services
ACDHCE : Assignment of ACD Holiday Calendar for type of reception services ACDHCE: Assignment of ACD Holiday Calendar for type of reception ser- vices Function This command is used to assign, display, print, and remove Holiday Calendar information for the type of reception services.
Page 359 ACDHCE : Assignment of ACD Holiday Calendar for type of reception services ACD Holiday Calendar Data Programming Sheet Week Schedule Number (WEEKNO) 1 ~ 250 Month and Day Schedule (SCH) (MONTH) 0 ~ 255 1 ~ 12 – 343 –...
Page 360: Acdws: Assignment Of Acd Week Schedule
ACDWS : Assignment of ACD Week Schedule ACDWS: Assignment of ACD Week Schedule Function This command is used to assign, display, print and remove week schedule data. The ACDWS command is used to program the CCV by which all incoming calls are handled on a 24-hour basis. Precautions (1) The CCVs should be assigned prior to use in week schedules.
Page 361 ACDWS : Assignment of ACD Week Schedule Assignment and Deletion Procedure These flow diagrams show the procedure used to assign and delete Week Schedule data. Figure 6-10 Assigning and Removing Week Schedule Information DESCRIPTION START Assign the pilot number to be routed to a Week Schedule. ACDPLT Assign the CCV data for call processing.
Page 362 ACDWS : Assignment of ACD Week Schedule ACD Week Schedule Data Programming Sheet Tenant Number (TN) 1 ~ 9 Schedule Number (SCH) 1 ~ 250 Monday (MON) Tuesday (TUE) Wednesday (WED) Day of week Thursday (THU) (WEEK) Friday (FRI) Saturday (SAT) Sunday (SUN) CCV start time (TIME) CCV index (CCVNO) 1 ~ 900...
Page 363: Acdiz: Internal Acdp Initialization Control
ACDIZ : Internal ACDP Initialization Control ACDIZ: Internal ACDP Initialization Control Function This command is used to initialize Internal ACDP on a standalone basis. Precautions (1) When executing the ACDP initialization, the agents currently logged onto the ACD system are forced to log-off state.
Page 364 CHAPTER 6 This page is for your notes. – 348 –...
Page 365: Chapter 7 System Operations
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...
Page 366: Operation Of Dterm Agent Position/Supervisory Position
CHAPTER 7 SYSTEM OPERATIONS 2. OPERATION OF Dterm AGENT POSITION/SUPERVISORY POSITION 2.1 Log On/Log Off Use the following procedures to start or end work by logging on or off. (a) When ID Code is Required For Log on/Log off without ID Code, see the next page. START Log On (Start of work) When VACANT is displayed, press the LOG ON/OFF key.
Page 367 CHAPTER 7 SYSTEM OPERATIONS (b) When ID Code is not Required START Log On (Start of work) When VACANT is displayed, press the LOG ON/OFF key. The lamp illuminates and HELLO is displayed. The split name is displayed, then, AUTO ANSWER or MAN ANSWER is displayed according to the program mode of the split to which the agent belongs, and WORK MODE is displayed.
Page 368: Answer Mode
CHAPTER 7 SYSTEM OPERATIONS 2.2 Answer Mode The following procedures are used to set the ACD call answering mode of each agent position to automatic or manual. (a) ACD Call Automatic Answer Mode START From the manual answer mode, press the AUTO/MAN key. The lamp lights and AUTO ANSWER is displayed.
Page 369: Work Mode
CHAPTER 7 SYSTEM OPERATIONS 2.3 Work Mode (a) Work mode manual setting Use the following procedure to enter Work mode when the contents of the ACD call requires it. START Press the WORK key during communication with an ACD call. The lamp lights up and WORK PENDING is displayed.
Page 370: Break Mode
CHAPTER 7 SYSTEM OPERATIONS 2.4 Break Mode When it is required to leave the position unattended for a lunch or similar break, use the following procedure to activate the Break mode in which the ACD call handling services can be interrupted temporarily. (a) Set/reset during Communication with ACD Call START On handling an ACD call, press the BREAK key.
Page 371: Tally Count
CHAPTER 7 SYSTEM OPERATIONS (c) Set/reset in Work Mode START Press the BREAK key. The lamp lights and ON BREAK is displayed. (Break) Press the BREAK key. The lamp goes off, and BREAK OVER XX:XX (time spent on break in minutes and second) is displayed.
Page 372: Call Transfer
CHAPTER 7 SYSTEM OPERATIONS 2.7 Call Transfer Use the following procedure to transfer an ACD call to another split. START Press the XFER key. Special Dial Tone (SPDT) is heard. XFR (Dterm Series III) or XFR OPE (Dterm Series E) is displayed. Dial the ACD monitoring number of the transfer destination split.
Page 373: Assistance
CHAPTER 7 SYSTEM OPERATIONS 2.9 Assistance The agent position can request assistance from a supervisor during an ACD call. START The agent position presses the ASSIST key. ASSIST XXXX (Supervisory position name for the position with ID code or the ACD line number for the position without ID code) is displayed.
Page 374: Monitoring/Supervisory Override
CHAPTER 7 SYSTEM OPERATIONS 2.11 Monitoring/Supervisory Override With the following procedure, the supervisory position can monitor a conversation between an agent position and ACD caller at any time, and can join the call by overriding if required. START Monitoring Place Supervisor into the “Work” mode. Supervisory presses the MON/BARGE key.
Page 375: Acd System Restart Processing
CHAPTER 7 SYSTEM OPERATIONS 3. ACD SYSTEM RESTART PROCESSING When the data link between the Telephony Server and UAP (including MIS) is down in on-line mode, the UAP must be restarted according to the procedure shown below. Flow of ACD System Restarting START The UAP (including MIS) is connected with the ACD system?
Page 376 CHAPTER 7 SYSTEM OPERATIONS For the detailed information about this ACDP initialization, refer to the "ACDIZ Command" in CHAPTER Note 1: This data setting causes the ACD system to temporarily stop its operating. Thus, this data setting must be Note 2: performed deliberately.When using ACD FCCS service, this data setting must be performed at all nodes in the FCCS network.
Page 377: Chapter 8 System Maintenance
CHAPTER 8 SYSTEM MAINTENANCE CHAPTER 8 SYSTEM MAINTENANCE 1. GENERAL This Chapter explains the maintenance, diagnostics from system messages and fault recovery procedure respec- tively of the ACD System. If any fault has been discovered in the course or as a result of maintenance operations, it should be diagnosed and repaired by referring to system messages concerned and the fault recovery procedure.
Page 378: Maintenance
CHAPTER 8 SYSTEM MAINTENANCE 2. MAINTENANCE 2.1 Daily Maintenance The daily maintenance of the ACD System consists of the following checking. Checking if the following system messages related to ACD system is displayed. 4-R “TCP/IP Link Failure” 5-Q “ACD-MIS LOCK UP” 6-H “Bad Call Notification”...
Page 379: System Messages
CHAPTER 8 SYSTEM MAINTENANCE 3. SYSTEM MESSAGES 3.1 System Messages and Their Meanings The system messages shown in Table 8-2 are displayed when faults occur with the ACD system. These tables show the system messages in case faults and their meaning. Table 8-2 System Messages for MIS SYSTEM MEANING...
Page 380: Message Detail Data
3.2.1 Message Detail Data of System Message “4-R” System Message 4-R: TCP/IP Link Failure (1) Print-out Format SYSTEM MESSAGE 4 - R TCP/IP Link Failure NEC - ESD DEC 22 21:32 1: xx xx xx xx 00 00 00 00...
Page 381: Message Detail Data Of System Message "5-Q
System Message 5-Q: ACD-MIS LOCK UP (1) Print-out Format SYSTEM MESSAGE 5 - Q ACD-MIS LOCK UP NEC - ESD MAY 11 22:30 1: 00 00 00 00 00 00 00 00 2: 00 00 00 00 00 00 00 00 (2) Print-out information (typical) Each data is always displayed as “0”.
Page 382: Message Detail Data Of System Message "6-H
Message Detail Data of System Message “6-H” System Message 6-H: Bad Call Notification (ACD) (1) Print-out Format Note 1 SYSTEM MESSAGE 6 - H BAD CALL NOTIFICATION NEC - ESD AUG 14 17:00 1: xx xx xx xx xx xx xx xx 2: xx xx...
Page 383 CHAPTER 8 SYSTEM MAINTENANCE Information on Held Party or 3rd Station/Trunk in 3-party connection – Station : Station No. – Trunk : Route No. : Trunk No. [When = 14 (Hex)] Issue of ACDP (First digit of decimal place) Issue of ACDP (Second digit of decimal place) [When =21 (Hex)] Information on Calling Party...
Page 384 CHAPTER 8 SYSTEM MAINTENANCE [When = 33 (Hex)] ACDP Data Memory: 00=Used 01=Not used ACDP System Capacity: (The number of Agent Positions) 01=ACD Client License Method Note In this method, the numbers of ACD Client License and registered Office Data Note: are displayed between The number of ACD Client License...
Page 385 CHAPTER 8 SYSTEM MAINTENANCE [When = 42 (Hex)] 3 3 3 6 12 12 The number of ACD Client License and registered Office Data 3 3 3 The number of ACD Client License 3 5 5 5 6 6 The number of registered Agent Positions The number of registered Logon IDs Example: When the numbers of ACD Client License, registered Agent Positions, and registered Logon IDs are 500, 600, and 2345 respectively;...
Page 386 CHAPTER 8 SYSTEM MAINTENANCE (3) Bad Call Notification Codes. Tally-Oh Ref. Print code Description 2001 Auto-print Trunk Trouble key 2002 (Removed) 2003 Caller abandon during agent ringing 2004 Direct call to agent’s ACD line 2005 Call connect failed, requeued 2006 Call connect failed, dropped after multiple attempts (Bad calling party) 2007 Call re-connect attempt...
Page 387 CHAPTER 8 SYSTEM MAINTENANCE (4) Auto-Print and Tally-Oh Codes Some Bad Call Notifications are always printed on PCPro because of their importance. These codes are marked as Auto-print in the above table. All codes not marked Auto-print are turned off when ACD is ini- tialized, but can be manually turned on using the Tally-Oh code 075.
Page 388 CHAPTER 8 SYSTEM MAINTENANCE • Supervisor 3888 used Tally-Oh code to force agent 3005 into work mode. 20 13 3A A5 00 00 00 00 38 88 00 00 00 00 00 00 • The ACD has started the initialization process of release 2.12. Last initialization (prior to this one) was on September 25 at 7:15 pm.
Page 389 CHAPTER 8 SYSTEM MAINTENANCE • Call was recovered after ringing too long at an agent’s ACD line. The ringing time can be set with the ACDSPL PCPro command. The agent was 4301, the ringing time was 45 seconds, the split number was 2, the calling party was station 5800, and the held party was route 17 trunk 4.
Page 390: Message Detail Data Of System Message "26-V
This message is issued when the connection error related to external LAN Interface equipment occurs in the sys- tem. (1) Print-out Format SYSTEM MESSAGE 26 - V LAN INTERFACE ERROR REPORT NEC - ESD JULY 25 19:30 TCP/IP Part Application Part 1: xx xx...
Page 391: Message Detail Data Of System Message "26-Y
This message issued when the VNDM Local node in FCCS network comes on-line as a Standalone mode. (1) Print-out Format SYSTEM MESSAGE 26 - Y Standalone Mode Set Notification NEC - ESD AUG 21 17:15 1: xx xx xx xx...
Page 392: Message Detail Data Of System Message "26-Z
This message 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 SYSTEM MESSAGE 26 - Z Standalone Mode Release Notification NEC - ESD AUG 21 17:15 1: 00 00 00 00 00 00 00 00...
Page 393: Fault Diagnostics
CHAPTER 8 SYSTEM MAINTENANCE 4. FAULT DIAGNOSTICS 4.1 Fault Information and Fault Diagnostics In case of trouble with the ACD system, alarms are indicated or system messages are displayed. By collecting such fault information promptly, the faulty positions can be diagnosed and recovery operations can be started quickly.
Page 394: Diagnostics From System Messages
CHAPTER 8 SYSTEM MAINTENANCE 4.2 Diagnostics from System Messages Figure 8-3 shows the operations from the diagnostics based on system messages to the identification of the cause of fault. Figure 8-3 Flow of Diagnostics from System Message Diagnostics from System Message Determination of Faulty Circuit Card or Equipment Identifies the cause of fault by analyzing the displayed system message 4-R “TCP/IP Link Failure”...
Page 395: Tcp/Ip Link Failure
CHAPTER 8 SYSTEM MAINTENANCE 4.2.1 TCP/IP Link Failure For details of System Message “4-R” and “26-V,” see Section 3.2.1 and 3.2.3 in this Chapter. START According to each fault situation, perform the repairing procedure referring to the table below. (1) When Message “4-R” is displayed: Table 8-3 Repairing Procedure for TCP/IP Link Failure (Message “4-R”) ERRK Detail information of ERRK...
Page 396 CHAPTER 8 SYSTEM MAINTENANCE (2) When Message “26-V” is displayed: Table 8-4 Repairing Procedure for TCP/IP Link Failure (Message “26-V”) ERRK Error Situation Check Item TCP/IP connection is down because the text is not [1] Check the TCP/IP transmitted continuously. Transmission capacity on the UAP side is proper or not.
Page 397: Fault Recovery Procedure
CHAPTER 8 SYSTEM MAINTENANCE 5. FAULT RECOVERY PROCEDURE 5.1 Before Starting Fault Recovery After the fault diagnostics based on fault information such as the alarm and system messages, the next procedure to be done is the fault recovery. Before proceeding to this, it is required to examine when it should be started by comparing the emergency of repair and its influences.
Page 398: Mis Fault Recovery Procedures
CHAPTER 8 SYSTEM MAINTENANCE 5.3 MIS Fault Recovery Procedures This paragraph describes the fault recovery procedures related to the MIS in the order shown below. (1) MIS Restart Processing STEP 1: By selecting MIS System Stop, cause the MIS to stop operating. STEP 2: Turn off the power supply to the MIS.
Page 399: Appendix A Glossary
APPENDIX A GLOSSARY APPENDIX A GLOSSARY Automatic Call Distribution. ACDP Automatic Call Distribution Processor. (As for Telephony Server, the ACDP is built in the CPU of the Node) ACD line Virtual line of an ACD position. ACD PCPro PCPro on which the ACD commands are loaded. After call mode Selection of ACD position availability after ACD call completion.
Page 400 APPENDIX A GLOSSARY ACD system. Maximum queue depth The number of calls that can be placed in queue. Management Information System. MIS I/O port Designates the I/O port(s) used for MIS. Non-ACD line The My Line of an ACD position. An application tool for system maintenance.
Page 401: Appendix B Field Values For Acd Screens
APPENDIX B FIELD VALUES FOR ACD SCREENS APPENDIX B FIELD VALUES FOR ACD SCREENS Table B-1 Field Values for ACD Screens (1 of 8) DEFAULT REQUIRED FIELD NAME DESCRIPTION VALUES SETTING /OPTIONAL ACD Line Line that receives all of the ACD calls for this position (via Up to 5 none required...
Page 402 APPENDIX B FIELD VALUES FOR ACD SCREENS Table B-1 Field Values for ACD Screens (2 of 8) DEFAULT REQUIRED FIELD NAME DESCRIPTION VALUES SETTING /OPTIONAL Answer mode Determines how the position can answer ACD calls for this split. If Manual is selected, the position must answer calls manual/ manually by pressing the Answer button or the ACD Line manual...
Page 403 APPENDIX B FIELD VALUES FOR ACD SCREENS Table B-1 Field Values for ACD Screens (3 of 8) DEFAULT REQUIRED FIELD NAME DESCRIPTION VALUES SETTING /OPTIONAL ACTION ARGUMENT DESCRIPTION Queue To split number Offer the call to the split Dequeue From split number Stop offering the call to the split Conditional Queue...
Page 404 APPENDIX B FIELD VALUES FOR ACD SCREENS Table B-1 Field Values for ACD Screens (4 of 8) DEFAULT REQUIRED FIELD NAME DESCRIPTION VALUES SETTING /OPTIONAL Conditional Method for accepting calls into the split: threshold • No Calls Accepted: no calls are accepted into the No Calls/ method queue.
Page 405 APPENDIX B FIELD VALUES FOR ACD SCREENS Table B-1 Field Values for ACD Screens (5 of 8) DEFAULT REQUIRED FIELD NAME DESCRIPTION VALUES SETTING /OPTIONAL Holiday CCV A list of entries to be followed when a Holiday Schedule is Time list used.
Page 406 APPENDIX B FIELD VALUES FOR ACD SCREENS Table B-1 Field Values for ACD Screens (6 of 8) DEFAULT REQUIRED FIELD NAME DESCRIPTION VALUES SETTING /OPTIONAL Operator Defines the access code programmed for the operator in the up to 5 required access code Node database.
Page 407 APPENDIX B FIELD VALUES FOR ACD SCREENS Table B-1 Field Values for ACD Screens (7 of 8) DEFAULT REQUIRED FIELD NAME DESCRIPTION VALUES SETTING /OPTIONAL Route to: Method used to route a call when presented to this pilot number. Options are: index •...
Page 408 APPENDIX B FIELD VALUES FOR ACD SCREENS Table B-1 Field Values for ACD Screens (8 of 8) DEFAULT REQUIRED FIELD NAME DESCRIPTION VALUES SETTING /OPTIONAL Trunk group Name to be displayed when a call is answered at an ACD up to 20 blank optional name...
Page 409 Printed in Japan 0807-010...

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Univerge sv7000

NEC Univerge SV8500 Programming Manual

Chapter 1 Introduction

Chapter 2 General Information

Chapter 3 Installation

Chapter 4 Office Data Design

Chapter 5 Acd Service Features Functional Test Procedures

Chapter 6 Commands and Job Specifications

Chapter 7 System Operations

Chapter 8 System Maintenance

Appendix A Glossary

Appendix B Field Values for Acd Screens

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