NEAX2000 IVS ACD MIS System Manual (UAP Edition) PDF NEC UAP Edition

NEAX2000 IVS ACD-MIS System Manual (UAP Edition) NEAX2000 IVS ACD-MIS System Manual (UAP Edition)

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NDA-30094
REVISION 1
STOCK # 151955

®

ACD-MIS System Manual
(UAP Edition)

APRIL, 1997

NEC America, Inc.

LIABILITY DISCLAIMER
NEC America, Inc. reserves the right to change the specifications,
functions, or features, at any time, without notice.
NEC America, Inc. has prepared this document for use by its employees and customers. The information contained herein is the
property of NEC America, Inc. and shall not be reproduced without
prior written approval from NEC America, Inc.
This manual applies to all ACD-MIS 5.XX versions.
NEAX and Dterm are registered trademarks of NEC Corporation.
Copyright 1995, 1996, 1997
NEC America, Inc.
Printed in USA

TABLE OF CONTENTS
Page

CHAPTER 1 GENERAL DESCRIPTION. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1
1.

INTRODUCTION . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1
1.1

2.

2.1

3.

Main Menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6

SYSTEM FEATURES . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7
3.1
3.2
3.3
3.4
3.5
3.6
3.7
3.8

4.

Service Conditions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1

SYSTEM OVERVIEW. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5

Terms and Definitions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7
External Display Unit (EDU). . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10
Statistics Monitor . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12
Statistics Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16
System Maintenance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47
System Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50
Alarm Configuration. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54
Exit . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 56

MULTIPLE SUPERVISOR TERMINALS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 57
4.1

General . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 57

CHAPTER 2 INSTALLATION PROCEDURES . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59
1.
2.

INTRODUCTION . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59
SYSTEM HARDWARE SPECIFICATION . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60
2.1
2.2

3.

INSTALLATION PROCEDURES . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61
3.1
3.2
3.3
3.4
3.5

4.

Select or add destination link . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61
How to install the ACD-MIS software from the distribution disk: . . . . . . . . . . . . . . . . . . . . 61
ACD-MIS Data Assignment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 67
How to run the ACD-MIS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 80
Hardware Required . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 80

TROUBLESHOOTING . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 81
4.1
4.2

5.

External Display Units . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60
Required Equipment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60

General . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 81
Troubleshooting Procedures. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 81

EXTERNAL DISPLAY UNIT (EDU) SET-UP . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 82
5.1
5.2
5.3
5.4

RS-232C Board (DIGI PC/X) Installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 82
Communication Cable Assembly . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 83
Display Mounting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 85
Purchasing EDU Equipment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 86

CHAPTER 3 OPERATING PROCEDURES . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 87
1.

GENERAL OPERATING PROCEDURES . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 87
1.1
1.2
1.3
1.4
1.5
1.6
1.7
1.8

To Log On at an ACD Station . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 87
To Log Off at an ACD Station . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 87
To Set Break . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 88
To Cancel Break . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 88
To Set Work. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 88
To Cancel Work. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 88
To Monitor Conversation / To Cancel Monitoring . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 88
Recommended Sequence of Actions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 89
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Page

2.

GETTING STARTED . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .90
2.1
2.2
2.3
2.4
2.5

3.
4.

System Name. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .114
Group Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .115
Station Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .116
Agent Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .118
ACD Key Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .118
Report Time Values . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .119
Storage Intervals . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 120
System Date Format . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 120

ALARM CONFIGURATION. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .121
8.1
8.2
8.3
8.4

9.

Passwords . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 105
ACD Alarms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 108
System Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 109
OAI Connection . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 109
Configuration Data Backup . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .110
EDU Port Selection . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .111
External Display Format . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .112

SYSTEM CONFIGURATION. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .114
7.1
7.2
7.3
7.4
7.5
7.6
7.7
7.8

8.

Conditions of Agent Log-Off . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 103
Call Transfer Before Answer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 103
Multi-Group ACD Systems . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 103

SYSTEM MAINTENANCE . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .105
6.1
6.2
6.3
6.4
6.5
6.6
6.7

7.

Report Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 96
Report Group Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 97
Report Scheduler . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 98
Create Report. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 100
Report Data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 102

STATISTICS REGISTERED IN SPECIFIC CASES . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .103
5.1
5.2
5.3

6.

90
91
92
92
92

STATISTICS MONITORING . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .94
STATISTICS REPORTING . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .95
4.1
4.2
4.3
4.4
4.5

5.

System Initialization . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
The Welcome Screen . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Passwords . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Moving Through the Menus . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Key Functions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Group Statistics Threshold . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Agent Statistics Threshold . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Print Thresholds . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Audible Alarm Period . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

121
122
122
123

SYSTEM EXIT . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .124

CHAPTER 4 CUSTOMER SPECIFICATIONS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 125
1.

SYSTEM CONFIGURATION. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .125
1.1
1.2
1.3
1.4
1.5

2.

Group Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Agent Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Report Time Values . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Storage Intervals . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
External Display Unit . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

125
126
128
129
130

STATISTICS REPORTING . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .131
2.1

Report Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 131

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2.2
2.3

3.

Report Group Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 133
Scheduler . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 135

SYSTEM ADMINISTRATION . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .136
3.1
3.2
3.3
3.4

Passwords . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Group Statistics Thresholds . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Agent Statistics Thresholds . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Audible Alarm Period . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

136
139
140
141

APPENDIX A ACD-MIS TERMINAL USER GUIDE (Real Time Statistic Screen) . . . . . A-1

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TABLE OF CONTENTS
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LIST OF ILLUSTRATIONS
Figure

Title

1-1
1-2

ACD-MIS Menu Structure. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5
Connection of Multiple MIS Terminals . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58

Page

2-1
2-2
2-3
2-4

APM Installation Script . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61
Indicator Connection for ACD Call Waiting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 77
Communication Cable Assembly for Spectrum EDU . . . . . . . . . . . . . . . . . . . . . . . . . . . . 83
Communication Cable Assembly for Dataline EDU . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 84

3-1

The ACD-MIS Welcome Screen . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 90

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LIST OF TABLES
Figure

Title

1-1
1-2
1-3

Breakdown of Report Statistics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16
Report Schedule . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20
Report Time Values . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52

2-1

Troubleshooting Procedures. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 81

3-1
3-2
3-3
3-4
3-5
3-6
3-7
3-8
3-9

Specific Key Functions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 93
Breakdown of Report Statistics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 95
Report Schedules . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 98
Day/Time/Date Applications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 99
Statistics for Inter-Group Call Pick-Up . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 103
Statistics for Inter-Group Call Forwarding. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 104
Statistics Using Inter-Group Overflow . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 104
Combined Effect on Total Statistics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 104
Report Time Values . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 119

4-1
4-2
4-3
4-4
4-5
4-6
4-7
4-8
4-9
4-10
4-11
4-12
4-13
4-14
4-15

ACD Group Configuration Table . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 125
Agent Configuration Table. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 126
Report Time Values . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 128
Storage Intervals . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 129
Auxiliary Port Selection . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 130
External Display Format . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 130
Report Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 131
Report Group Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 133
Report Scheduler Table . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 135
First Default Password Reassignment Table . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 136
Second Default Password Reassignment Table . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 136
New Password Assignment. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 137
Group Statistics Thresholds . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 139
Agent Statistics Thresholds . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 140
Audible Alarm Period . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 141

LIST OF TABLES
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Page

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GENERAL DESCRIPTION

CHAPTER 1

GENERAL DESCRIPTION

1. INTRODUCTION
Management Information System (MIS) is software that enhances the Automatic Call Distribution (ACD) feature of the NEAX2000 IVS. The ACD-MIS software provides a cost-effective means of supervising incoming
telephone traffic and associated staff activity.
ACD-MIS permits incoming calls to terminate to a pre-arranged group of stations. Calls are distributed, in the
order of arrival, to idle terminals within the group, based on which terminal has been idle the longest. Stations
may log on/log off (with ID codes) from the ACD group. Supervisor stations may monitor agents’ conversations. The ACD-MIS system provides real-time statistical reporting, supplemented by readily accessible help
screens. ACD-MIS displays “Vacant” on logged off agent’s Dterm.
ACD-MIS runs on the UAP as an OAI application. It communicates with the PABX using an Open Applications
Interface (OAI) channel. ACD-MIS operates in conjunction with the “Log on, Log off, Break, and Work” features of the associated PABX.
Users interact with the system using screen-based menus. Menus provide access to separate functions for system
configuration, system maintenance, reporting, and general administration.
This manual covers all ACD-MIS 5.x versions.

1.1 Service Conditions

1.

A maximum of 16 ACD groups may be assigned per system.

2.

Up to 60 stations may be programmed into a single ACD group. Up to the system limit of 60 ACD stations
may be programmed in the MIS PC.

3.

Assignment of ACD groups is performed at the Maintenance Administration Terminal (MAT) or Customer
Administration Terminal (CAT).

4.

ACD Hunt groups consist of a phantom pilot station (programmed in CM10) and one or more member stations. Hunting is initiated in a circular fashion, and based on which member has been idle the longest period of time.

5.

Agents must be assigned Prime Lines using CM93. Commands CM10, CM17, and CM93 must match with
agent’s Prime Line.

6.

If all stations within the ACD group are busy, incoming calls may be serviced in the following ways:
•
•
•
•

7.

remain in queue until an agent becomes available (Ringback Tone provided)
immediately overflow into another group, to a station, or to the Attendant
remain in queue until an agent becomes available (Delay Announcement or music on hold provided)
remain in queue for a preset time (Ringback Tone, Delay Announcement, or music on hold provided)
then overflow to another group, to a station, or to the Attendant

Any agent in an ACD group may go into Break/Work mode. When an agent has activated Break/Work,
any call targeted at the ACD group will by-pass that agent. Calls directed to the specific station number
will ring at the agent position.
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GENERAL DESCRIPTION

8.

Agents can log off their stations while idle, or while on an incoming outside call. If an agent is engaged in
an ACD call and presses the Logged On, Break or Work Key, the status field of the STATUS MONITOR
Screen will change from ACD Call to Logged Off, Break, or Work after the call is terminated.

9.

When the pilot station has set Call Forwarding - All Calls, incoming calls to the ACD group will be transferred to the destination of that Call Forwarding - All Calls setting.

10. An ACD pilot number can be used as the destination station of Direct Inward Termination (DIT), or as a
designated Night Service station.
11. An ACD pilot number can be assigned as the destination station of Off-Hook Alarms, Priority Calls, and
Attendant Night Transfer.
12. ACD group pilot numbers must not be placed in Station Hunting groups. The Station Hunting feature
would take priority over the ACD function.
13. When a call has terminated to ACD group A, and all stations in group A are busy, and group B is assigned
as the overflow destination (using Call Forward-Busy), the call is transferred to group B. When all the stations are busy in group B, the call queues onto ACD group A.
14. One overflow group can be provided for each ACD group. Overflow to another group is accomplished by
setting Call Forwarding - Busy Line at the pilot station of the first ACD group.
15. When an ACD station becomes available, the caller is immediately connected to the station, even if the
recorded announcement is in progress.
16. Incoming call billing to the outside party starts when the first recorded announcement begins.
17. A PN-2DATA board is required to provide the recorded announcement.
18. A Delay Announcement service can be provided for DIT, DID, or a trunk call transferred by a station user
or the Attendant to a ACD Group. Internal calls or station-to-station transferred calls to the ACD Group
can go into the ACD queue but do not receive the Delay Announcement.
19. Incoming calls will hunt past an agent that failed to log off, if Call Forward - No Answer (to another ACD
number) has been set.
20. If ACD member has set Call Forwarding - Busy Line or Call Forwarding - All Calls, it is skipped in ACD
hunting. However, if the ACD member that has set Call Forwarding - Busy Line or Call Forwarding - All
Calls is called directly by another station, the Call Forwarding - Busy Line or Call Forwarding - All Calls
destination takes effect.
21. The destination for delay overflow may be set to any station or Attendant Console. If the destination for
delay overflow is an agent in the same ACD group, the call will stay in queue and hear the delay announcement repeated until the call is answered.
22. When the destination of delay overflow is a busy station (which is not a pilot of another ACD group), the
incoming call will hear delay announcement for the programmed cycle. When the destination station becomes idle, the next cycle will provide overflow to the destination station.
23. If the destination station of delay overflow is in a hunt group, the hunt feature is followed.
24. If the destination station of delay overflow is set for Call Forwarding - Busy Line or Call Forwarding - All
Calls, the call forwarding feature will be followed.
25. If the destination station of delay overflow is set to Call Forwarding - Outside, the call will stay in the ACD
queue and hear the delay announcement repeated until the call is answered.

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GENERAL DESCRIPTION

26. If the destination station of delay overflow is set to Do Not Disturb, the call will stay in the ACD queue and
hear the delay announcement repeated until the call is answered.
27. Second Delay Announcement service can be provided for DIT, DID, or a trunk call transferred by a station
user or the Attendant to an ACD Group, after the first Delay Announcement.
28. Priority Queuing is available for incoming trunk calls. The queue priorities are assigned on a trunk route
basis or per station number on DID call.
29. The maximum number of queuing in each ACD group (hereinafter called Queue Size) can be specified by
the system data. When the number of queuing calls reaches the pre-assigned queue size, new calls receive
Busy Tone. Depending on the queue size, the Overflowed ACD call indication on a Multiline Terminal or
on the external indicator is provided as shown by the information that follows:
Queue Size assigned by system data=S; Number of queuing calls=N
LAMP INDICATION
CONDITIONS

Multiline Terminal

External Indicator

S=1

Steady on red

Lamp on

1≤N

Figure 2-1 APM Installation Script (Cont)

•

Enter "1" and hit return key. The screen shows:

Note:

Refer to 5.2 on select a destination link.

Source will be OAI1TCP. Destination will be PBX2000.
Is this configuration of the ACD Agent acceptable? (y or n)

Figure 2-1 APM Installation Script (Cont)

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INSTALLATION PROCEDURES

•

Enter "y" and hit return key. The screen shows:

/oai/utils/autocfg running...
/oai/utils/autocfg: acdmis1 is already configured.
/oai/utils/autocfg: Reconfigure (y/n)?

Figure 2-1 APM Installation Script (Cont)

•

Enter "y" and hit return key. The screen shows:

/oai/utils/autocfg: acdmis1

application configured.

/oai/utils/autocfg terminated normally.

ACD-MIS Agent configuration completed.
Installation of ACD-MIS is complete.

Figure 2-1 APM Installation Script (Cont)

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INSTALLATION PROCEDURES

3.3 ACD-MIS Data Assignment
3.3.1

To activate ACD

Command

Description

Data

Assign the Pilot (phantom) and agents to each LEN.

(1)
(2)

CM10

Assign the tenant number to each ACD Pilot and all agents.
CM12

Assign ACD group. For one ACD group, assign station
numbers one by one, in the order they will hunt.
Note:

0000-0511 (LEN)
X~XXXX Pilot/Agent station
number
FX~FXXXX Agent station number

(1)
(2)

YY=04
X~XXXX
1
:

(1)
(2)

Y=0
X~XXXX
X~XXXX

(1)
(2)

Y=1
X~XXXX
1/0
:

Up to 60 stations can be assigned into a single
ACD group.

(Station No.)
Tenant Number

(Station No.)
(Another Station
No. to be linked)

Example: Setting Station Numbers 200, 201, 202 into
one ACD group.
CM17
1st operation
2nd operation
3rd operation

(1)
(2)
(1)
(2)
(1)
(2)

200
201
201
202
202
200

1st

201

200

3rd

2nd

202

Assign the Pilot station and member station.
Note:

The Pilot station must be a non-existing LEN
(CM10) phantom. Agent stations must be assigned Prime Line (CM93). Agent station numbers must be the same number assigned in CM10,
CM17, and CM93.

(ACD Station No.)
Pilot Station/Member Station

Continued on next page

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INSTALLATION PROCEDURES

Command

Description

Data

Assign the ACD Group Number.

Specify the ACD service for each type of
call
.
Note: Agent station number must be
the same number assigned in
CM10, CM17, and CM93.

CM17

(1)
(2)

Y=2
X~XXXX (Pilot/Agent Station No.)
00~15 (ACD Group 00~15)

(1)
(2)

Y=4
(Internal Call: from station/ATTCON)
X~XXXX (Pilot Station No. of the ACD Group)
0/1
:
Not to be provided/To be provided

(1)
(2)

Y=5
(C.O. Incoming Call: DDD: FX/WATS)
X~XXXX (Pilot Station No. of the ACD Group)
0/1
:
Not to be provided/To be provided

(1)
(2)

Y=6 (TIE Line Incoming Call)
X~XXXX (Pilot Station No. of the ACD Group)
0/1
:
Not to be provided/To be provided

(1)
(2)

Y=7
(DID Call)
X~XXXX (Pilot Station No. of the ACD Group)
0/1
:
Not to be provided/To be provided

(1)
(2)

Y=A (Delay Announcement Service)
X~XXXX (Pilot Station No. of the ACD Group)
0/1
:
To be sent periodically/To be sent once

(1)
(2)

Y=B (Queue Size Limitation)
X~XXXX (Pilot Station No. of the ACD Group)
0/1
:
Provided /Not to be provided

Continued on next page

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INSTALLATION PROCEDURES

Command

Description

Data

Specify the processing for an incoming call when
all ACD Stations are busy.

(1)
(2)

212
0/1

Specify the processing for a held call after setting
the ACD Busy-Out.

(1)
(2)

214
0/1

(For the held Call from TIE Line)
: Reconnected by Switchhook
Flash/ Disconnected

(1)
(2)

215
0/1

(For the held call from C.O. Line)
: Reconnected by Switchhook
Flash/ Disconnected

(1)

227
0:

Specify whether the transferred C.O. call from a
station or HA-610Z/SN610 ATTCON is placed
into queueing mode when all ACD stations are
busy.
CM08

:

(2)
Note:

This data is effective only when CM08212 is set to 1.

Specify the diversion display on a Multiline terminal or SN610 ATTCON when originating or
terminating an ACD call.

(1)
(2)

357
0/1

Transferred C.O. call from a station or HA-610
ATTCON is placed into queueing mode when all
ACD stations are busy.

(1)
(2)

460
0:

Note:

Note:

1

This data must be set to 0 for proper operation.

Specify Prime Line for ACD station number assigned in CM10 and CM17.
CM93

1

: Busy Tone Connection /Queuing

Agent station number must be the same
number assigned in CM10, CM17, and
CM93.

NDA-30094

The call is placed into queueing
mode. Note
Recall to the transferring station
(when the call is transferred from
station) or attendant Camp-On is
set (when the call is transferred
from ATTCON.)

: Available/Not Available

Counts as 1 call.

:

Counts as 2 calls.

(1)

X~XXXX

(2)

X~XXXX

Primary Extension Number
(from CM10)
Prime Line (same number as
CM10)

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INSTALLATION PROCEDURES

3.3.2

To start up MSF from Dterm by using an OAI function key

Command

Description

Data

Assign the OAI function key for starting up MSF
to a Dterm.

(1)

CM90

When starting up MSF by pressing the OAI function key, assign the operation code to the OAI
function key assigned by CM90.

CMD7
Assign the waiting timer for receiving an answer
signal after starting up MSF, if required.

(1)

Y=0
F1032: OAI Function Key No. 0
..
..
.
.
F1047: OAI Function Key No. 15
128-191:Operation Code for MSF

(2)

(1)
(2)

Y=6
X-XXX: Digit Code (X=0-9, #)
128-191:Operation Code for MSF

(1)

(1)
(2)

(2)

Y=3
00
000-127:Timer data of 8-508 sec. in 4 sec.
increments.
If no data is set, the default setting
is 8 sec.

Y=7
F1032: OAI Function Key No. 0
..
..
.
.
F1047:OAI Function Key No. 15
00
/01:Not sent/sent

CM90 Key Assignments must match ACD Key configurations in MIS.

NDA-30094

OAI Function Key No. 0
..
OAI Function Key No. 15

Y=0
F1032: OAI Function Key No. 0
..
..
.
.
F1047: OAI Function Key No. 15
DCS (X=1-3): Digit Number of Digit Code

(1)

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+ Key No.

F1032:
..
F1047:

Specify a chime from Dterm when receiving RR
signal of MSF.

Note:

,

(2)

(2)

When starting up MSF by dialing a digit code (13 digits) after pressing the OAI function key, assign the digit number of digit code; then assign the
operation code to the digit code.

YY=00
My Line No. +

INSTALLATION PROCEDURES

3.3.3

To Start Up MSF from PB Telephone/Dterm by using an access code

Command

Description

Data

Assign the Class of Service for starting up MSF to
the required stations.
Note:
CM12
and
CM15

After starting up MSF from PB telephone
or Dterm, the PB receiver is in busy during MSF mode. Thus, make sure that a
call origination is not available if all PB
receivers are used. To prevent the all
busy, we recommend that the OAI function key of Dterm is used because the PB
receiver is not used for the Dterm.

(1)
(2)

Service Restriction Class (B)
(00-15
)

(2)

CM15, YY=59
XX:
Service Restriction Class
(B)n assigned by CM12
YY=02
1
:
Allowed

Need 3 separate access codes.

(1)
(2)

YY=0-3
X-XXX:
084

Assign the operation code to the access code assigned by CM20-084.

(1)

YY=1
X-XXX:

Note 1: The operation code means a number to
designate each OAI application.

(2)
128-191:
Note 2

(1)

Assign the access code for starting up MSF.
CM20

CMD7

CM12, YY=02
X-XXX: Station No.
XXXX

Note:

Access Code for MSF

Access Code assigned by
CM20-084
Operation Code for MSF

Note 2: The maximum number of operation code
is 16.
Assign the waiting timer for receiving an answer
signal after starting up MSF, if required.

NDA-30094

(1)
(2)

Y=3
00
000-127:

Timer data of 8-508 sec. in 4
sec. increments. If no data is
set, the default setting is 000
(8 sec.).

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INSTALLATION PROCEDURES

3.3.4

To Provide ACD / UCD Priority Queuing

ACD/UCD Priority Queuing per trunk route
Command

Description

Data

Assign the data for Priority Queuing to the Trunk
Routes assigned by CM30.

(1)
(2)

CM35

YY = 60 (Priority Queuing)
Trunk Route No. (00-63)
0:
To be provided
YY = 18

(1)
(2)

(Received Digit Conversion)
Trunk Route No. (00-63)
1
:
Not to be provided

ACD/UCD Priority Queuing per DID incoming LDN Number
Command

Description

Data

Assign the data for Priority Queuing to the Trunk
Routes assigned by CM30.

(1)
(2)

YY = 60 (Priority Queuing)
Trunk Route No. (00-63)
0:
To be provided

(1)
(2)

YY = 18
(Received Digit Conversion)
Trunk Route No. (00-63)
0:
To be provided

(1)
(2)

Y=6
X–XXXX:
1
:

CM35

CM76

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Assign the Priority Queuing per DID incoming
LDN number.

NDA-30094

Station Number received
To be provided

INSTALLATION PROCEDURES

3.3.5

To Provide the Delay Announcement for ACD, when sending the delay announcement
periodically or only once

Command

CM10

Description

Data

Assign the Voice Recording Memory Card (PN2DATA) to each LEN.

(1)
(2)

Assign an access code to record, replay, and delete
the Voice Recording card.

(1)

CM20
(2)
Specify the pattern of the message sent to each
ACD group.

(1)

CM17
(2)
If the data for CM17, Y=A is “0,” set the interval
time of the ACD Delay Announcement.

(1)
(2)

0000~0511 (LEN No.)
EB000~EB127 (Voice Recording Memory
Card No.)
Y=0-3
X-XXX
A00:
A01:
A02:

Access Code
Record
Replay
Delete

Y=A
X~XXXX: Pilot Station number of the
ACD Group
0:
To be sent periodically
1
:
To be sent only once.
Y=0
FUNCTION No.: 47
01~30
(12 sec.~134 sec.)
If no data is set, the default
setting is 44~50 sec.

CM41

CM49

Define the maximum waiting time of ACD call
for the ACD PEG Count. This timing is also applied to the duration of Ringback Tone after a call
arrives.

(1)
(2)

Assign the ACD Delay Announcement function
to the required Voice Recording Memory Card(s)
(PN-2DATA).

(1)

YY=00
000~127

(2)

0B0XX

Y=0
FUNCTION No.: 16
02~30
(8 sec.~120 sec.)
If no data is set, the default
setting is 32~36 sec.

(Voice Recording Memory
Card No.)

ACD Group No. (00~15)

CM51

When transferring the call to an extension or Attendant after the first interval time of ACD Delay
Announcement, assign the destination

(1)
(2)

Note:

This command is effective when CM17,
Y=A is set to 0 (set periodically).

NDA-30094

Y=17
00-63 :

Tenant No.

Destination:
X-XXXX: Station No.
E000:
HA-610Z/SN610 ATTCON

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INSTALLATION PROCEDURES

3.3.6

To provide the Delay Announcement for ACD, when sending the ACD Second Delay
Announcement

Command

Description

Data

CM49

Assign the ACD Second Delay Announcement
function to the required Voice Recording Card(s)
(PN-2DATA).

(1)

YY=00
000-127

(2)

11XX

(Voice Recording Memory
Card No.)
ACD Group No. (00-15)

CM08

CM10

CM17

When a caller encounters all ACD/UCD stations
busy

(1)
(2)

212
0:
1
:

Assign the Voice Recording Memory Card (PN2DATA) to each LEN No.

(1)
(2)

0000–0511 (LEN No.)
EB000–EB127 (Voice Recording Memory
Card No.)

Assign the pattern of the message to be sent to
each ACD group periodically.

(1)

Y=A
X–XXXX:

(2)

0:

If the data for CM17, Y=A is “0”, set the interval
time of ACD Delay Announcement.

(1)
(2)

Busy Tone Connection
Caller is placed into queuing
mode

Pilot Station number of the
ACD Group
To be sent periodically

Y=0
FUNCTION No.: 47
01-30 (12 sec.-132 sec.)
If no data is set, the default
setting is 44-48 sec.

CM41
Define the maximum waiting time of ACD Call
for the ACD Delay Announcement. This timing
is also applied to the duration of Ringback Tone
after a call arrives.

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NDA-30094

(1)
(2)

Y=0
FUNCTION No.: 16
01-30 (12 sec.-132 sec.)
If no data is set, the default
setting is 44-48 sec.

INSTALLATION PROCEDURES

3.3.7

To monitor an ACD call, with or without Warning Tone

Command

Description

Data

CM08

Specify the warning tone sent to connected parties
(in two-way calling) when monitoring.

Assign the Class of Service for monitoring stations.

CM12
and
CM15

(1)
(2)

CM12, YY = 02
X~XXXX: Station number
XXXX
Service Restriction Class
(A) (00-15
)

(2)

Note:
CM12
and
CM15

CM20

CM90

Monitoring telephone conversations
may be illegal under certain circumstances and laws. Consult a legal advisor before implementing the monitoring
of telephone conversations. Some federal and state laws require a party monitoring a telephone conversation to use
beep-tone(s), to notify all parties to the
telephone conversation, and/or obtain
consent from all parties to the telephone
conversation. Some of these laws provide strict penalties for illegal monitoring of telephone conversations.

Assign the access code for monitoring (if required).

Assign monitoring function key to the required
multiline terminals (if required).

NDA-30094

No Tone
One Warning Tone

(1)
(2)

(1)

Assign the Class of Service for monitored stations.

259
0:
1
:

(1)
(2)

CM15, YYY = 103
XX:
Service Restriction Class (A)
00-15 assigned by CM12,
YY = 02
1
:
Allowed
CM12, YY = 02
X~XXXX: Station number
XXXX
Service Restriction Class (A)
(00-15
)

(2)

CM15, YYY = 104
XX:
Service Restriction Class (A)
100-15 assigned by CM12,
YY = 02
1
:
Allowed

(1)
(2)

Y=0-3 (Number Plan Group 0-3)
X-XXX:
Access Code
033:
Monitor

(1)

YY= 00
X-XXX:

(2)

F0033:

(1)

(Primary Ext. No.) +
+ Key No. (01-16)
Monitor

,

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3.3.8

To provide the External Indicator for Overflowed ACD Call Waiting

Command

CM08

Description

Data

Assign the incoming call to queuing mode when all
ACD stations are busy.

(1)
(2)

212
1
:

Specify the maximum number of queuing in each ACD
group for controlling external equipment interface (PNDK00).

(1)
(2)

15
01-99

Assign the PN-DK00 Card to the required LEN.

(1)
(2)

LEN (0000~0511)
E800~E831 (PN-DK00 card No.)
E800~E807: For PIM0
E808~E815: For PIM1
E816~E823: For PIM2
E824~E831: For PIM3

Assign the function of ACD Overflow Indication to the
PN-DK00.

(1)

XXX

Note:

Queuing

(Number of queuing
in each ACD group)
If no data is set, the default setting is 01.

Depending on the number of queuing station/
trunk, the lamp indication pattern on external
equipment is different, as shown in the table below::

N = Number of queuing station/trunk
CM42

Conditions

Lamp indication

2nd Data = 01

Lamp on, irrespective of number
of queuing station/ trunk. (For the
indication pattern, see CM59.)

N < 2nd Data Lamp off.
(2nd Data ≠ 01)
2nd Data ≤ N Lamp on. (For the indication pat(2nd Data ≠ 01) tern, see CM59.)

CM10

Circuit No. (0_3)
Card No. (00_31)
assigned by CM10,
E800~E831

CM44
(2)

14XX
ACD Group No.
(00_15) assigned by
CM17.

Specify the ACD Overflow Indicator indication pattern.
CM59

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(2)

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00
01:
02:
03:
07:

30 IPM (1 sec. ON/OFF)
60 IPM (0.5 sec. ON/OFF)
120 IPM (0.25 sec. ON/OFF)
Steadily On

INSTALLATION PROCEDURES

For connecting the Indicator for ACD Call Waiting:

PN-DK00

MDF

External Indicator with Battery

MDF

External Indicator without Battery

G

PN-DK00

–
+
–48 V

G

Figure 2-2 Indicator Connection for ACD Call Waiting

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3.3.9

To provide the call waiting lamps on the Multiline Terminal for ACD Call

Command

Description

CM08

Assign the incoming call to queuing mode when all ACD
stations are busy.

(1)
(2)

212
1
:

Specify the maximum number of queuing in each ACD
group for controlling the call waiting lamp of Multiline
Terminal.

(1)
(2)

15
01-99

Note:

Data

Queuing

(Number of queuing
in each ACD group)
If no data is set, the default setting is 01.

Depending on the number of the queuing station/trunk, the lamp indication pattern on
Multiline Terminal is different, as shown in
the table below.
N = Number of queuing station/trunk

Conditions

Lamp indication

2nd Data = 01

Steady on red irrespective of number of queuing station/trunk.

1 ≤ N < 2nd Data
(2nd Data ≠ 01)

Steady on red.

2nd Data < N
(2nd Data ≠ 01)

Flashing red.

Assign the ACD Call Waiting Indication LED to the required Multiline Terminal.

(1)

CM90
(2)

YY=00
Primary Extension No. +
+ Key No.
F1280: ACD Group 00
.
...
...
F1295: ACD Group 15

,

3.3.10 To provide DID incoming LDN display on Multiline Terminal
Command

Description

Data

Assign DID incoming LDN display on Multiline Terminal.
CM35

Note:

When the 2nd Data is set to “1”, a Trunk ID number assigned by CM30, YY=19 is displayed.

YY=75

(1)
(2)

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(DID incoming
LDN Display on
Multiline Terminal)
Trunk Route No. (00-63)(2)
0:
Available
1
:
Not available Note

INSTALLATION PROCEDURES

3.3.11 To provide DID Number Conversion for an ACD Group
Command

Description

Data

Assign the data for DID to the Trunk Routes assigned by CM30.

YY=12
(1)
(2)

CM35

(1)
(2)

(Number of digit to be received)
Trunk Route No. (00-63)
0:
Available
3
:
4 digits
YY=18
(Received digit conversion)
Trunk Route No. (00-63)
0:
To be provided
YY=78

(1)
(2)
When CM35 YY=18 is set to “0” (Received Digits Conversion is to be provided), assign the data
for interpreting the digits received.
Note:

CM76

When the digit conversion of leading 2-4
digits of DID incoming LDN is available
(CM35, YY=78, Data=0), leading 2-4
digits LDN should be assigned as the
first data of CM76. (When the DID incoming LDN is 1 digit, the digit conversion for only one digit is not available.

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(1)

(2)

(Digit conversion of leading
2-4 digits of DID incoming
LDN)
Trunk Route No. (00-63)
0:
Available
Y=0 (Day Mode)
Y=1 (Night Mode)
X–XXXX: Station Number received.
X–XXXX: Station/Data Station Number
to be terminated.
DXX:
Change Terminating System
to:
D01
D13: TAS
D04: DIT
D14: HA-610Z/ SN610 ATTCON
D16: DISA
D09: Automated Attendant
(PN-2DATA)

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3.4 How to run the ACD-MIS
Note:

The remaining steps refer to entering specific customer data and performing an initial check of the system’s
operation.

Step 1.
Note:

Enter the unrestricted default password mis (lower case letters). The Main Menu will be displayed.
Steps 7, 8, and 9 are required for minimum system configuration.

Step 2.

Specify the required ACD Groups(s). Do not enter more than 12 characters per Group Name.

Step 3.

Enter the required Station Details. Be sure that the correct assignment of extension (e.g., analog or
digital) has been made.

Step 4.

Enter the required agent detail.

Step 5.

Enter the required ACD key detail. Be sure that the PABX assignment matches the ACD-MIS assignment.

Step 6.

Configure the required Report Time Values.

Step 7.

Configure any requirement for Storage Intervals.

Step 8.

Format the correct date format.

Step 9.

Perform the required Report Configurations.

Step 10.

Perform the required Report Group Configurations.

Step 11.

Set the requirements for Report Scheduler.

Step 12.

Set the required Group Statistics Threshold.

Step 13.

Set the required Agent Statistics Threshold.

Step 14.

Program the required passwords and their individual access arrangements. Include the new name
for the default password “mis” (where specified), and the altered access status of the default password ENTER key.

Step 15.

Allow a suitable time for collection of preliminary data, then verify the recording of statistics.

3.5 Hardware Required

•

To provide the delay announcement for ACD:

PN-2DATA card

•

To provide the Indicator for Overflowed ACD Call Waiting:

PN-DK00 Card X 1

•

External Indicator (visual or audible type) provided by the customer.

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4. TROUBLESHOOTING
4.1 General

This section explains the troubleshooting information to be used after installing the ACD-MIS system.
4.2 Troubleshooting Procedures
Note: See NEAX2000 IVS System manual for troubleshooting on TCP/IP link.

Table 2-1 Troubleshooting Procedures
Trouble

Cause

Improper password.

Action

(1)

Entering a password has no
effect.

(2)

In Statistics Monitor Mode, The PC does not expect messages for these Make sure that all assignments in the station
an extension does not appear extensions.
configuration are equipped for the extenfor a group.
sions to be reported.

(3)

Wall Boards cause improper Stargate Driver version 2.0
operation or lock up.

NDA-30094

Reenter correct password.

Obtain version 1.0 or 4.0 drivers.

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5. EXTERNAL DISPLAY UNIT (EDU) SET-UP
The following instructions refer to the EDU/PC hardware (Figures 2-3 through 2-4) and software aspects only.
Programming of the customer specifications is done in conjunction with the MIS Set-Up procedures.
5.1 RS-232C Board (DIGI PC/X) Installation

•

Install the RS-232C driver board according to the DIGI PC/X board installation manual.

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5.2 Communication Cable Assembly
5.2.1

For Spectrum EDU

25 pin "D" connector
RX

TX

1

5-way 240° DIN connector
GND

GROUND
IN

2

3

4

5

6

7

8

9 10 11 12 13

14 15 16 17 18 19 20 21 22 23 24 25

OUT

25 pin "D" connector

5-way 240° DIN connector

1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
21
22
23
24
25

IN
OUT

GROUND

Figure 2-3 Communication Cable Assembly for Spectrum EDU
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5.2.2

For Dataline EDU

(25)

R
S
(1)

A B C

DB 25 Male

3.5 mm male 3 conductor stereo mini-plug

A-TRANSMIT

RXD 3

3 RX-D

B CENTER

B-RECEIVE

TXD 2

2 TXD

C SLEEVE

C-GROUND

GND 7

7 GND

A TIP

RTS 4

DL220 EDU

4 RTS

CTS 5

5 CTS

DSR 6

6 DSR

DCD 8

8 DCD

DTR 20

20 DTR

DIGI PC/X

Figure 2-4 Communication Cable Assembly for Dataline EDU

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5.3 Display Mounting

Refer to the DIGI PC/X Manual (PC/Xe, AccelePort Xe, Intelligent Asynchronous Serial Communications
Boards) for the installation of the DIGI PC/Xe board and the board switch settings.
Refer to DIGI MenuPort Interface (MPI) SCO UNIX Manual for installation of the DIGI driver software.

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5.4 Purchasing EDU Equipment

•

The wallboard is manufactured by Data Display Co. Ltd. and may be purchased by contacting:
Eurotronics Service Inc.
320 West Drive
Copiague, New York
Bus. # 516-842-2055 FAX # 516-789-3972
NEC America, Inc. has performed compatibility testing with the Model# DL220.
DL220 Specifications:
Length:
37.7"
Height:
4.5"
Depth: 1.5"
Character Size:
5.00 cm
Character Type:
Red LED
Number of Characters: 20
Character Memory: 6000

•

Wallboard manufactured by Spectrum may be purchased by contacting:
Spectrum Corporation
10048 Easthaven
Houston, TX 77075
TEL: 800-302-5050
FAX: 713-944-1290
NEC America, Inc. has performed compatibility testing with the Model #215.
#215 Specifications:
Length:
29"
Height:
4.5"
Depth: 2.2"
Character Size:
2"
Character Type:
Red LED
Number of Characters: 15
Character Memory: 7000

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CHAPTER 3

OPERATING PROCEDURES

1. GENERAL OPERATING PROCEDURES
The system supervises incoming telephone traffic to assigned ACD groups and activities of the associated agent
(answering) positions using a wide range of statistical reports. These functions operate in conjunction with the
Log On/Off feature within the associated PABX.
This chapter covers initial configuration of the group(s) and agents, report parameters, and alarm indications, as
well as the instructions for day-to-day operation.

1.1 To Log On at an ACD Station
Multiline:

(1) Press the Log On/Off Key.
(2) Enter the ID when prompted (“Enter ID” will be displayed) followed by #.
(3) If a valid ID is entered, the LED for that key will be steadily green and message "LOGON" is displayed on
the DtermIII momentarily. If an invalid ID or an ID that is already in use is entered, a message stating “Invalid ID” or “ID In Use” will display.
Analog:

(1)
(2)
(3)
(4)

Lift the handset and receive the extension dial tone.
Dial Log On/Off Access code.
Dial the ID followed by #.
If tone has been activated, you will receive tone; otherwise you will receive a reorder tone.

1.2 To Log Off at an ACD Station
Multiline:

(1) Press the Log On/Off key. LED on key will go out., and message "VACANT" is displayed on the DtermIII
momentarily.
(2) If an agent presses the Log On/Off key during a conversation, status will change to log off after the agent
hangs up.
Analog:

(1) Lift the handset and receive the extension dial tone.
(2) Dial Log On/Off Access code. If tones have been activated, you will receive tone back; otherwise you will
receive a reorder tone.
(3) To dial Log On/Off code during a conversation, the agent has to hook flash, dial the access code, and hook
flash again to return to the conversation.
Note:

For a detailed users guide, see Appendix A

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1.3 To Set Break
Multiline:

(1) Agent presses the Break key; the LED flashes slowly and message "BREAK" is displayed on the DtermIII
momentarily.
(2) If the agent presses the Break key during a conversation, the status will change to Break after hangup.
Analog:

(1) Lift the handset and receive dial tone.
(2) Dial Break code.
(3) To dial the Break code during conversation, the agent has to hook flash, dial the code, and hook flash again
to return to the conversation.

1.4 To Cancel Break
Multiline:

•

The agent presses the Break key; the LED goes out.

Analog:

•

The agent dials the Break code.

1.5 To Set Work

•

Use the same operating procedure as Break.

1.6 To Cancel Work

•

Use the same operating procedure as Break.

1.7 To Monitor Conversation / To Cancel Monitoring

(1)
(2)
(3)
(4)
(5)

Lift the handset or depress SPKR, and receive the extension dial tone.
Dial the monitor feature access code, or press the MONITOR key.
Dial the extension number to be monitored.
Monitor the conversation via handset or speaker.
When the monitored station goes on hook and receives a second call, pressing the MONITOR key re-establishes the Monitor Feature.

Note:

Monitoring telephone conversations may be illegal under certain circumstances and laws. Consult a legal
advisor before implementing the monitoring of telephone conversations. Some federal and state laws require
a party monitoring a telephone conversation to use beep tone(s), to notify all parties to the telephone conversation, and/or obtain consent from all parties to the telephone conversation. Some of these laws provide strict
penalties for illegal monitoring of telephone conversations.

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1.8 Recommended Sequence of Actions

At the time of initial installation, after the PABX has been programmed and the terminal set up, a specific sequence of actions is recommended:
•

System Configuration:
System Name
Group Configuration
Station Configuration
Agent Configuration
ACD Key Configuration
Report Time Values
Storage Intervals
System Date Format

•

Alarm Configuration:
Group Statistics Threshold
Agent Statistics Threshold
Print Thresholds
Audible Alarm Period

•

System Maintenance:
Password Assignment
OAI Connection
Configuration Data Back up

The following items apply to the normal use of the system and its subsequent administration and maintenance:
•

Statistics Monitor

•

Statistics Report:
Report Configuration
Report Group Configuration
Scheduler
Create Report

•

System Maintenance:
ACD Alarms
System Message

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2. GETTING STARTED
2.1 System Initialization

When UNIX prompts for login, enter the user name and password, ACD-MIS will starts automatically.
It then asks to select the terminal (keyboard and display) types:
1 SUN Workstation - Monchrome Display
2 IBM-PC Compatible Keyboard with Color Display
3 IBM-PC Compatible Keyboard with Monochrome Display

User should enter the number and return key.
Afterward, the following on-screen messages will display:
Configuration File System initialized successfully.
OAI Data Communications initialization completed.
Initiating call collection resources....... Please wait.
Call Collection resource initialization completed.......
External display initialization completed.......
The system has now finished initializing files.

The Welcome screen then displays. (This screen is described in the following section.)

MASTER

COMPANY NAME

OAI off

Wed Mar 25 09:15am

Welcome to NEC’s Management Information System:

ACD-MIS

Copyright NEC America 1997

Enter your password please:

Figure 3-1 The ACD-MIS Welcome Screen

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2.2 The Welcome Screen

The very top line (blue banner) is used to display the name of your company or organization. This can be programmed by the customer or preset during the production process.
The type of terminal (Master or Submaster) is indicated in the upper left corner (blue banner).
The version number is indicated in the right-hand corner.
The next line (amber banner) is used to indicate the OAI port status on the left-hand side (i.e., OAI on/off). This
function is controlled from a user option (which will be explained later).
On the right side, the current date and time display. These have been set during installation and should not require adjustment except for time changes.
The bottom line (red banner) is normally blank. The left-hand part displays system information (error codes) or
warning messages. Error codes are only of interest to the service technician; but warning messages may display
if you have overlooked something concerning the printer or floppy disk drive.
A warning message will overwrite any currently displayed error code and will be accompanied by a standard
request for your response (in the right-hand part). A typical example is:
Printer not on line:

Retry (Y/N)?

Other available messages are listed below:
Messages related to the printer:
Printer out of paper
Printer cable disconnected
Printer unknown error

Messages related to the disk drive:
Floppy
Floppy
Floppy
Floppy
Floppy
Note:

Disk protected
Drive not ready
Disk faulty
Disk unformatted
Drive problem: . . . .

Printer-related messages are displayed for a maximum of 5 minutes.

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2.3 Passwords

Access to each area of ACD-MIS operation can be controlled by passwords, which are preset at installation or
specified by the user to suit individual requirements. The following basic facts apply:
•
•
•

Accessible menu items appear in white; those that are restricted are amber color.
You can use the preset password (mis in lowercase letters) to access to all items without restriction. If you
wish, you can assign a different name later.
A menu item indicated as restricted can be accessed if you enter the appropriate password. (When the item
is selected, the message Enter Password displays.)

Note: Programming of passwords is described in “Passwords” , Section 6.1.

2.4 Moving Through the Menus

After an appropriate password has been entered, the Main Menu of six items (described in Chapter 1) is displayed. The cursor will be positioned at Item 1 - Statistics Monitor.
You can identify individual items on any menu by scrolling the cursor. A brief summary of the functions of
each will be displayed at the bottom of the screen.
Any allowed feature can be directly selected by pressing the appropriate digit key. Otherwise, press the Enter
key once the cursor is located at a required item.

2.5 Key Functions

Often-used keys are summarized in Table 3-1:

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Table 3-1 Specific Key Functions
Key(s)

Arrow keys

Function(s)

General control of cursor position

TAB

Move the cursor horizontally across separate fields, from left to right

SHIFT + TAB

Move the cursor horizontally across separate fields, from right to left

SPACEBAR

Toggle various parameter options (listed at bottom of screen) during data specification

ENTER

-

Enter specified data into system memory
Alternate between System + Group and Group + Agent screen displays in the Statistics
Monitor mode

PAGE DOWN

-

Complete data entry for particular set-up screen and return to menu
Display next page of registrations within the Group or Agent Detail screens (see also F3)

PAGE UP
ESC

Display previous page - as above
Abort the function currently being performed and return to associated submenu (except System
Alarms and Alarm Configuration Print features)

F3

Scroll forward through the various System/Group Statistics or Group/Agent Statistics screens
within the Statistics monitor mode

F4

Scroll in reverse as above

F1

Access help screen as indicated by particular on-screen messages.

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3. STATISTICS MONITORING
The Statistics Monitor mode involves a total of seven separate screen displays, each of which is divided into two
portions. The first four screens present combined System and Group Statistics. The remaining three screens
present Group and Agent Statistics. In either case, the last screen also includes specific system details (e.g.,
ACD group indial numbers, agent names, etc.).
By simple key operations it is possible to scroll forward and in reverse through the various System/Group and
Group/Agent screens. From any System and Group Statistics display you can select a particular ACD group
and change to its first associated Group and Agent Statistics screen.
Step 1.

From the Main Menu, press 1.
The first Statistics Monitor screen displays. The information within the upper window (System Statistics) refers to the total system. The lower window (Group Statistics) registers the assigned ACD
groups together with their individual values for the same statistics. Note the cursor position at the
first group. From here you can transfer to several alternative displays.

Step 2.

Press F3. The right-hand side only of the screen will change to display a different set of common
System and Group Statistics.

Step 3.

Press F3 again. The right-hand side will now display the third and last set of common System and
Group Statistics.

Step 4.

Press F3 again. The right-hand side will now display only the indial numbers for the respective
ACD groups.

Step 5.

If F3 is pressed again, the display reverts to the original screen.
Alternatively, by repetitive pressing of F4 you can scroll in reverse through all previous screens.

Step 6.

While viewing any of these screens, move the cursor bar to a required ACD group and press
ENTER. The display will change to that first set of common Group and Agent Statistics for the
group.

Step 7.

Press F3 again. Only the lower right-hand side will change to display a different set of Agent Statistics.

Step 8.

Press F3 again. The lower window right hand side will now display details of the individual agents
(i.e., group and tenant numbers, etc.).

Step 9.

If F3 is pressed again, the display will revert to the original screen. Alternatively, by repetitive
pressing of F4 you can scroll in reverse through the previous two screens.

Step 10.

Press ENTER to return to the original System/Group screen.

Step 11.

If required, move the cursor to another group and repeat the above from Step 6.

Step 12.

When appropriate, press ESC to return to the Main Menu.

Note:

You can scroll through the screens only when there are agents logged on.

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4. STATISTICS REPORTING
This function enables printing or display of statistical records as a range of seven ACD-group-related reports
and one agent-related report.
In general, ACD-MIS stores information for two separate maximum periods:
• For reports with detailed hourly (or more regular) summaries of call statistics, the limit is 45 days. Thereafter, records are deleted daily at midnight, with a new file created for the next day.
• For all daily summary reports, information is stored for up to two years. Thereafter, the records are deleted
on an annual basis.
The information presented for the ACD group-related reports can be broken down by one of several options according to period, date, day of the week, etc. However, for the agent-related report, only totals are produced.
(See Table 3-2 below.)
Table 3-2 Breakdown of Report Statistics
Breakdown type

By Period

Detailed Summary Data

Up to 45 Working Days from Today

Daily Summary Data

Up to the Start of Last Year

By Hour
By Day of Week
By Date
By Month
By Total

From the Main Menu, press 2. The REPORT submenu displays.
The first three items in the REPORT submenu are interrelated and are associated only with the scheduled printing of summary reports. In the initial setting up of any requirements, they must be applied in the order listed.
They can be accessed freely for modification to or deletion of specifications.
Item 1 - Report Configuration
Item 2 - Report Group Configuration
Item 3 - Scheduler
Item 4 - Create Report

-

Structure individual reports
Specify sets of related reports
Specify printing arrangements
(for immediate display or printing of reports) is
independent of the others and can be selected at any time.

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4.1 Report Configuration

Step 1.

From the Statistics Report submenu, press 1. The Report Configuration screen displays.

Step 2.

Type in the preferred Report Name and press ENTER. The cursor will move to the Report Type
parameter. All parameters will display their default values. If the entered Report Name already exists, current assignments will be displayed instead and the cursor will move to the Action parameter.
Action allows existing Report Configurations to be controlled by two options:
Modify: change any current parameter selection(s)
Delete: erase the entire report configuration from system memory
To modify a Report Name, move the cursor back to the first line and using the Arrow, DELETE,
BACK SPACE, and INSERT keys, delete the necessary characters, re-type the new details and
press ENTER again.
Report Name should be a meaningful title (using a maximum of 20 alphanumeric characters).
If the requirement is to delete the particular Report Configuration, select the Delete option for the
Action parameter and go to Step 7.

Step 3.

For both initial assignment and later modification, select the required Report Type from the listing
at the bottom of the screen either by toggling (with SPACE BAR) or pressing the indicated digit
(1-8). Then press ENTER.
Report Type indicates the statistical reports relating to ACD group and agent performance. Each
report is described in Chapter 1, Section 3.4.5 - Report Data.

Step 4.

Enter your requirements for Class.
Class can be defined as:
Full
Statistics for all existing ACD groups are included in one report.
All
The same statistics are presented in separate reports for each ACD group.
Selected Specified when reporting on a single ACD group

Step 5.

Enter your requirement for Date Type. Date Type is one of the ten reporting periods listed onscreen.

Step 6.

Enter your requirement for the parameter Breakdown.
Breakdown tallies statistics per line, for the specified Date Type reporting period (by period, hourly,
daily, monthly, weekly, or total).

Step 7.

Press PAGE DOWN. Confirm your entries then press E, D, R, or C according to:
Execute
Default
Redo
Cancel

Step 8.

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=
=
=
=

enter specifications or changes and return to Report Name for the next entry
during modification, return to original selections and repeat all entries
return to original selections and repeat selected entries only
revert to system default options without effecting any entries or changes.

Press ESC at any time to return to the submenu.

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4.2 Report Group Configuration

Step 1.

From the Statistics Report submenu, press 2.
The Report Group Configuration screen will display.

Step 2.

Type in the selected Report Group Name then press ENTER. The cursor will move to the first line
of the Report parameter. If an existing Report Group Name is specified, the range of included reports and assigned parameters will be displayed. For a new entry, the no report default value will
instead be displayed.
To modify a Report Group Name (up to 20 alphanumeric characters), move the cursor back to the
first line and using the Arrow, DELETE, BACK SPACE, and INSERT keys, delete the necessary
characters, re-type the new details and press ENTER again.

Step 3.

For either initial assignment or later modification, select the required Report from the listing at the
bottom of the screen either by toggling with SPACE BAR or pressing the indicated letter (a, b, c,
etc.). Then press ENTER.
The listed options for Report (Name) are those assigned as in Report Configuration. To delete a
particular report from a Report Group, position the cursor at the specific Report (Name) and by the
method described above, change the selection to no report. To totally erase a Report Group, do this
for each Report (Name) entry.
Note:

The requirement to enter data in Steps 4 - 8 is dependent on your selection for certain parameters in Report Configuration. In several cases they will not be required. The applicable conditions are specified in the following text.

Step 4.

Press TAB to move the cursor to Group. The pilot extension numbers of all assigned ACD groups
will now be displayed.

Step 5.

For both initial assignment and modification of existing specifications, select the required Group’s
pilot extension by toggling the displayed options with the SPACE BAR or by pressing the indicated
letter a, b, c, etc.
Entry of Group is necessary only where the Selected Class has been specified (in Report Configuration).
The Agent parameter has no application in the current version ACD-MIS and is omitted.

Step 6.

Press TAB twice to move the cursor direct to Start Date. Type in the (mm/dd/yy) details where
necessary. Start Date is required only for Date entries:
For date
- to indicate a complete reporting period
Date range - to indicate commencement of a reporting period.

Step 7.

Press TAB to move to End Date and type in the necessary (mm/dd/yy) details. End Date is required
only for Date entry: date range - to indicate completion of the relevant reporting period.

Step 8.

If required, press TAB to move the cursor now to Report Name on the next line and repeat the procedures from Step 3 for any further entry.

Step 9.

Press PAGE DOWN to confirm your entries. The screen will return to the submenu.
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4.3 Report Scheduler

Step 1.

From the Statistics Report submenu, press 3. The Report Scheduler screen displays, showing any
current assignments.
Check the Group column. Each entry will be either the default value (no group) or a specified Report Group.

Step 2.

For new assignments, move the cursor down to the first no group line and select the required (Report) Group from the listing at the bottom of the screen either by toggling with SPACE BAR or
pressing the indicated letter a, b, c, d, etc. Press ENTER.
To modify an existing entry, position the cursor at the required line and select the new (Report)
Group as above. To delete a particular schedule, simply select no group and go to Step 10.

Step 3.

TAB to Schedule. The available schedules are displayed at the bottom of the screen. They are each
defined in Table 3-3.

Step 4.

For both initial assignment and later modification, move the cursor to the appropriate line and select
the preferred Schedule either by toggling with SPACE BAR or pressing the indicated letter (n, o,
h, etc.) then press ENTER.
The no rep. option can be selected to temporarily cancel individual schedules without entirely deleting them (as in Step 2).
Table 3-3 Report Schedules
Schedule

Once
Hourly
Daily

Printout specification

On a specified advanced day/date and time
Every hour, on the hour
Each day at a specified time

Weekly

Each week at a specified day and time

Monthly

At a specified day/date and time

The functions of the remaining parameters are as follows:
Day:
The day of the week to print the report(s)
Time:
The time of the day to print the report(s)
Date:
The effective date (i.e., the date on/after which the report or reports will be
printed).

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Depending on the selected Schedule, not all of these parameters will be necessary. The actual entry
requirements are set out in Table 3-4.
Table 3-4 Day/Time/Date Applications
Parameter entry: Y (Yes) / N (No)
Selected schedule
Day

Time

Date

Once

*Y

Y

*Y

Hourly

N

N

Y

Daily

N

Y

Y

Weekly

*Y

Y

*Y

Monthly

*Y

Y

*Y

* Where both day and date are options, day takes priority.
Step 5.

TAB to Day. The days of the week are displayed at the bottom of the screen.

Step 6.

In a similar manner (i.e., SPACE BAR or indicated letter), assign or modify the entry for day, as
required.

Step 7.

TAB to Time. Position the cursor at the appropriate point and assign or modify the required hour
and minute (hh:mm) details.
Use the BACK SPACE key to delete an existing entry.

Step 8.

TAB to Date and directly type in the date, month, and year (mm/dd/yy) details for required initial
assignments.
For modifications to or deletion of existing entries, position the cursor at the required point or use
the BACK SPACE key.

Step 9.

Press TAB to move to Group on the next line and repeat the procedures from Step 2 for any other
required entries.
In the event that 10 entries have been completed, the second screen will appear which accommodates Groups 11 to 20.

Step 10.

Confirm all entries by pressing PAGE DOWN. The screen will return to the submenu.

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4.4 Create Report

Step 1.

From the Statistics Report submenu, press 4. The Report Select screen will be displayed. All parameters will display their default values.

Step 2.

Select the required Report Type from the listing at the bottom of the screen by toggling with the
SPACE BAR or pressing the indicated digit 1 - 8, then press ENTER. The cursor moves to Destination.
Report Type indicates the statistical reports relating to ACD group and agent performance. Each is
described in Section 5.5 - Report Data.

Step 3.

The system defaults to the Screen option. To select printer or file, press SPACE BAR or the letter
p or f.
Press ENTER. The cursor moves to Class.

Step 4.

Select the required Class by toggling with the SPACE BAR or pressing f, a, or s.
Then press ENTER.

Step 5.
•
•

Step 6.

If you entered either Full or All Class, the cursor will move to Date Type. Go to Step 6.
If instead you entered Selected Class, the cursor will move to Selected. The pilot extensions of all
assigned ACD groups will be displayed at the bottom of the screen.
Select the required Group by toggling the SPACE BAR or pressing a, b, etc.
Press ENTER. The cursor will now move to Date Type.
Enter your selection for Date Type.

Step 7.
•

For any selection of Date Type except for date and date range the cursor will move to the Break
Down parameter. Go to Step 8.

•

If your selection for Date Type was either for date or date range, the cursor will move to the From
parameter.
Enter the applicable date or starting date (mm/dd/yy) of the reporting period.
If your selection for Date Type was 'for date', the cursor will move to the Break Down parameter.
For selection of date range, the cursor moves instead to To. In this case, enter the required end date
of the reporting period.

Step 8.

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Step 9.

Check all entries and if correct, press PAGE DOWN.
The on-screen message Loading Data will be indicated followed by display or printout of the report
information. In some cases it may take a few seconds to compile the necessary information.

Step 10.

Press the ESC key to return to the submenu.

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4.5 Report Data

ACD-MIS’s statistical information is presented in ten system-generated reports:
Calls Waiting
Calls Abandoned
Call Duration
Traffic Analysis
Group Workload
Group Performance
Group Break and Work
Agent Performance
Agent Demand
Agent Break and Work
These reports (and the statistics included in these reports) are described in Chapter 1.

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5. STATISTICS REGISTERED IN SPECIFIC CASES
Certain operations within ACD-MIS have a bearing on specific values recorded in the Statistics Monitor mode,
as well as in various reports.

5.1 Conditions of Agent Log-Off

In calculating the Average Time - Available statistic, ACD-MIS in part counts the number of times agents log
off. The totals are incremented only when agents do so while in the AVAILABLE status (i.e., not while engaged
on an ACD or non-ACD call).

5.2 Call Transfer Before Answer

If an ACD call transferred from one agent to another is not answered and as a result is redirected to the original
party, the call will be regarded as a new non-ACD call.

5.3 Multi-Group ACD Systems

In many installations the ACD-MIS will be associated with more than one ACD group in the connected PABX.
The statistics registered will reflect particular call-handling practices as described in the following cases.

5.3.1

Inter-Group Call Pick-Up

Where calls to one ACD group are picked up by agents in another, the values for calls received (i.e., in/offered)
and answered will be adjusted.
For example, a single call to Agent A (in Group A), which is picked up by Agent B (in Group B) will be recorded
as shown in Table 3-5.
Table 3-5 Statistics for Inter-Group Call Pick-Up
Reporting Level
Statistic

Calls In/Offered
Calls Answered

5.3.2

System

Group A

Agent A

Group B

Agent B

1
0

1
0

1
0

0
1

0
1

Inter-Group Call Forwarding

Where calls are forwarded from one ACD group to agents in another group (either unconditionally, on busy or
no answer), the relevant values for calls received (i.e., in/offered), abandoned and answered for both groups will
represent that action.

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For example, if a call arrives at Agent A (in Group A) and is forwarded to Agent B (in Group B), it will be recorded as shown in Table 3-6.
Table 3-6 Statistics for Inter-Group Call Forwarding
Reporting Level
Statistic

Calls In/Offered
Calls Answered

5.3.3

System

Group A

Agent A

Group B

Agent B

1
0

1
0

1
0

0
1

0
1

Inter-Group Overflow

The use of Delay Announcement with Overflow, after the calling party has been in queue, will cause an abandon
on the first group (A) and an incoming call on the second group (B).
Table 3-7 Statistics Using Inter-Group Overflow
Reporting Level
Statistic

Calls In/Offered
Calls Abandoned
Calls Answered

5.3.4

System

Group A

Agent A

Group B

Agent B

2
1
1

1
0
1

0
0
0

1
1
0

1
1
0

Combined Effect on Total Statistics

A continuing sequence of such call-handling procedures in a multi-group ACD produces statistics which require
examination from an overall point of view.
As a simplified example, combination of the above two situations would result in values within the Statistics
Monitor - System/Group Statistics, as summarized in Table 3-8.
Table 3-8 Combined Effect on Total Statistics
Reporting Level
Statistic

Calls In/Offered
Calls Abandoned
Calls Answered

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System

Group A

Agent A

Group B

Agent B

2
1
1

1
1
0

1
1
0

1
0
1

1
0
1

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6. SYSTEM MAINTENANCE
From the Main Menu, press 3. The SYSTEM MAINTENANCE submenu displays.
This submenu has eight separate functions:
Password Maintenance:

Control access to various system features

ACD Alarms:

Display/print file record listing excesses of specified statistical limits.

System Message:

Display/print file record listing system faults and occurrences

OAI Connection:

Control MIS-PABX communication channel status

Configuration Data Backup: Copy general system, report, and alarm configuration data to floppy
disk
EDU Port Selection:

Assign required message formats to the various multi-I/O ports for
the External Display Units (where provided)

External Display Format:

Select required message formats for the External Display Units

6.1 Passwords

From the System Maintenance submenu, press 1. The password set-up screen (with accommodation for 12 passwords) will be displayed.
The first two passwords are preset in the basic system software:
•

The first of these (//blank//) is fixed to the use of the Enter key at the Welcome Screen. Initially,
it is set to allow very limited access to features; but that can be modified, if required.

•

The second (mis) allows fixed unrestricted access to all features. Its name can be changed to one
of your choice.

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6.1.1

Review Existing Passwords

Step 1.

Position the cursor within the brackets of the selected existing password.

Step 2.

Press TAB. The access assignments for the Main Menu are displayed.
•

Access status indications are:
accessible = [y] (item color is white)
inaccessible = [n] (item color is amber)

•

Submenu indications are:
[y> or [n> = submenu exists
[y] or [n] = no associated submenu

Step 3.

Position the cursor at an appropriate Main Menu item (i.e., one indicated with [y> and in white).
Press TAB to display the related submenu.

Step 4.

Repeat for all other similar items on the Main Menu.

6.1.2

Change / Delete Existing Password Details

Step 1.

Position the cursor within the brackets of the password entry to be changed/deleted.
Observe the limitations on changing either of the two default passwords.

Step 2.
•

Use the Arrow, DELETE, BACKSPACE, and INSERT keys to delete necessary existing characters before retyping the new/modified password name. Upper- and lowercase letters are regarded
separately by the system.

•

To completely delete the password, remove all characters (with the [Back Space] key). Go to Step
8.

Step 3.

Press TAB to display the current Main Menu access assignments.

Step 4.

Position the cursor at each required item in turn and alter the current access status (i.e., enter y or n).

Step 5.

Position the cursor at the first Main Menu item now indicated as [y> (but still in amber). Press TAB
to display the associated submenu.

Step 6.

Make any necessary alterations as per Step 4.

Step 7.

Return to the Main Menu (press SHIFT + TAB) and repeat the process for other items as required.
On return to the Main Menu, the color of an item which has been made accessible will have changed
to white.

Step 8.
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Step 9.

Confirm your entries then press E, D, R, or C according to:
Execute
Default
Redo
Cancel

=
=
=
=

enter specified changes and escape
return to original screen display and repeat all entries
return to original screen display and repeat preferred entries only
escape to menu without effecting any changes.

Note:

For Default, any changes are lost; for Redo they are retained.

6.1.3

Add New Password

Step 1.

Position the cursor at the selected vacant location within the passwords entry screen.

Step 2.

Enter the new password (maximum 10 alphabetical characters).
Upper- and lowercase letters are regarded separately by the system.

Step 3.

Press TAB to display the Main Menu.

Step 4.

Enable access (i.e., enter y) to each required item in turn.

Step 5.

Position the cursor at the first appropriate item (i.e. now marked [y> but still in amber). Press TAB
to display the associated submenu.

Step 6.

Make any necessary alterations as per Step 4.

Step 7.

Return to the Main Menu (press SHIFT + TAB) and repeat these last two procedures for all other
items.
On return to the main Menu, the color of an item which has been made accessible will have changed
to white.

Step 8.

Confirm your entries. Then press E, D, R, or C according to:
Execute
Default
Redo
Cancel

Note:

=
=
=
=

enter specified changes and escape
return to original screen display and repeat all entries
return to original screen display and repeat preferred entries only
escape to menu without effecting any changes

For Default, any changes are lost but for Redo they are retained.

The message New Password File created appears whenever alterations and assignments are
finally executed to indicate successful entry of the new data into memory.

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6.2 ACD Alarms

This function is applicable only after operational limits have been specified within the Group and Agent Alarm
Configuration function.
Step 1.

From the System Maintenance submenu, press 2. The Alarm Log Display Select screen will appear
with the cursor located at the Date parameter.

Step 2.

Enter the required Date details (dd/mm/yy). The cursor will move to Destination.
Date can be any day of ACD-MIS operation. Refer also to Step 4, Note 2.

Step 3.

The system defaults to the first of the two available Printer options. To select the Screen alternative,
press the SPACE BAR or the letter s.

Step 4.

Check your entries and when ready, press PAGE DOWN.

Note 1: If printing, ensure that the printer is on-line.
Note 2: If no alarm threshold value has been equaled or exceeded for the day specified, the following message
No log message for (specified date dd/mm/yy), Press Any Key, will be displayed.

Pressing any key will return the screen to the original display in Step 1. If no preset alarm threshold
value has been exceeded for the day specified, the screen will immediately revert to the submenu.
Thereafter, pressing ESC will return the system to the submenu.
Step 5.
•

Printer:Printing out of all events will commence and the system returns to the submenu.

•

Display:The first group of events will be displayed. Follow the on-screen instructions (ESC or other key), as required.
For both printing and display, the presented information will have the following format:

AREA

System
Group
Agent

Note:

STATISTIC

GOS
Avg. Answer
Avg. Handling
Avg. Available
Long. Wait. Call
Calls Waiting

LEVEL

START TIME

Non-urgent
Urgent

Time indicated
level entered
(hh:mm)

Non-urgent alarms display in amber. Urgent alarms display in red.

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Time indicated
level entered
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6.3 System Messages

Step 1.

From the System Maintenance submenu, press 3. The following message will display:
Print errors on printer? (y/n):

Step 2.

Enter your requirement (y or n) according to:
•

Note:

For y (yes), printing of all records will immediately commence after which the display will return
to the submenu.

Ensure that the printer is on-line.

•

For n (no), the System Message List screen will appear to display the applicable period of reporting, the total number of messages recorded, and the first listings in reverse chronological order, followed by the further request:
Read the next errors? (y/n):

Enter your requirement (y or n) according to:
•

For y (yes), the next page of messages will be displayed and the request repeated. The action can
be continued until a return display of the first page of listings.

•

For n (no), the display will immediately return to the submenu.

6.4 OAI Connection

Step 1.

From the System Maintenance submenu, press 4.
Depending on the current status, one of the following two messages will display:
Current Status

Message

Off

Connect to PABX (y/n):

On

Disconnect from PABX (y/n):

The current status is always displayed on the left-hand side of the amber banner at the top of the
screen.
Step 2.

Enter your requirement (y for yes or n for no). The display will revert to the submenu.
There will be a slight delay when connecting to the PABX.

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6.5 Configuration Data Backup

This feature enables files applicable to general configuration of the ACD-MIS to be saved to a floppy disk inserted in the Floppy Drive. In the event that a major fault requires the system to be rebuilt, those files can then
be copied back to the hard disk once the ACD-MIS program has been re-installed.
A 5 1/4", 1.2Mb or 3 1/2”, 1.44 Mb High Density floppy disk is required for the purpose. The relevant files are
for:
System Passwords
Communications Port Parameters
System Name
Group and Agent Statistics Thresholds
Agent Configuration
ACD Group Configuration
Report Configuration
Report Group Configuration
Report Schedules (two files)
Agent ID Codes

6.5.1

Back Up Files

Step 1.

Login to ACDMIS user directory at UNIX login prompt. ACDMIS will run automatically.

Step 2.

When asked for terminal type (keyboard type and display color/monochrome), press CTRL-C.

Step 3.

Insert a formatted disk into the floppy Drive. Ensure that it is correctly locked in.

Step 4.

At UNIX prompt, enter:
sh backup.sh

Step 5.

Wait for the command to completed.

Step 6.

At UNIX prompt, enter:
exit
to logoff.

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6.5.2

Reload Files

Step 1.

Login to ACDMIS user directory at UNIX login prompt. ACDMIS will run automatically.

Step 2.

When asked for terminal type (keyboard type and display color/monochrome), press CTRL-C.

Step 3.

Insert a formatted disk into the floppy Drive. Ensure that it is correctly locked in.

Step 4.

At UNIX prompt, enter:
sh reload.sh

Step 5.

Wait for the command to completed.

Step 6.

At UNIX prompt, enter
exit
to logoff.

6.6 EDU Port Selection

This function assigns installed External Display Units (EDUs) to the individual Ports on the I/O board. The actual selection of display formats is arranged in Item 8 - External Display Format.
Step 1.

From the System Maintenance submenu, press 7. The Communications Port Assignment screen displays. The available assignment options are listed at the bottom of the screen.
For a new system all ports will be set to the default selection NONE.
For an existing system with the EDU feature, the current assignments will be shown.
The available options are identified as:
EDU 1 - EDU 4:
Spectrum/Dataline:
TTY Device Name:

External Display Units 1 - 4
EDU type
/dev/tty as defined by System Administrator for the Comm Port.

Step 2.

At whichever of Ports is to be set/modified first (move the cursor as required), use the SPACE BAR
to toggle selection of the required option or press the indicated digit (1 to 4 or the letter n.)

Step 3.

Use the TAB key to move the cursor to the next selection, and use the SPACE bar to toggle selection
of Spectrum or Dataline; or press the indicated key (D for Dataline, S for Spectrum, or N for None.)

Step 4.

Move the cursor to each next port to be set/modified, in turn and select as above.

Step 5.

Confirm all assignments. Then press PAGE DOWN. The system returns to the submenu.

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6.7 External Display Format

The External Display Format submenu lets you specify:
•
•

The choice of display format for each EDU
The relevant ACD group(s) for each format

Examples of display formats are included in Chapter 1.
The individual assignments made are identified as EDU 1 to 4 which correspond to the separate display panels
assigned to Ports on the I/O board in Item 7 - Auxiliary Port Selection.
Any format can be displayed on any panel. Even the same one can be displayed on all panels, if required.
Step 1.

From the System Maintenance submenu, press 8. The External Display Format screen appears with
the cursor located ready for selection of the first format. The available message options are listed
at the bottom of the screen.
For a new system, all formats will be set to the not used default selection. For an existing system
with the EDU feature, the current selections for EDU 1 - 4 will instead be shown together with the
pilot extension numbers of the associated ACD group(s).
The available display format options are identified as:
not used:

provides a blank display on any specified panel

number:

displays the current number of calls waiting in each of a maximum of seven (7)
ACD groups

number time:

displays the current number of waiting calls and the longest waiting time for each
of a maximum of two (2) ACD groups

name, no., time: displays the group name, the number of waiting calls and the longest waiting
time for one (1) ACD group.
Step 2.

At whichever of EDU 1 - 4 is to be set/modified first (move the cursor as required), use the SPACE
BAR to toggle selection of the required format option or press the indicated letter n, A, B, or C.

Step 3.

Press TAB (or ENTER) to move the cursor to the first position within ACD Group Number, on the
same line.
There are seven (7) ACD Group Number positions per line. For a new system, all will be blank.
For an existing system with the EDU feature, the current selections of pilot extension number are
displayed together with blanks in all vacant positions.

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Step 4.

Use the SPACE BAR to toggle selection of the required pilot extension number Then press ENTER to move the cursor to the next position.
If during initial assignment, the position is not to be used, simply press ENTER directly. None will
be displayed and the cursor will move to the next position. For later modification, toggle the selection of the none option first.
(“None” means that the display field for the particular ACD group position on any associated EDU
will be blank.)

Step 5.

Repeat for all other positions on the same line, observing the maximum allowed number of entries
(7, 2, or 1) according to the selection originally made for the display format.
•

Use SHIFT + TAB to move the cursor in the reverse direction, as required.

•

If fewer than 7 entries are to be made, they can occupy any position:
Format

number

ACD Group Number
1
1234

2
none

3
2345

4
none

5
3456

6
none

7
4567

Step 6.

Continue until the cursor moves to the next format line. Adjust its location as required.

Step 7.

Repeat the procedures in Steps 2 to 6 to complete all necessary reassignments.

Step 8.

Confirm your entries; then press PAGE DOWN. The system will return to the submenu.

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7. SYSTEM CONFIGURATION
From the Main Menu, press 4.
The SYSTEM CONFIGURATION submenu displays.
This submenu includes eight functions:
System Name:
Group Configuration:
Station Configuration:
Agent Configuration:
ACD Key Configuratio:
Report Time Values :
Storage Intervals:
System Date Format:

For display on all screens
Individual ACD groups
Associated stations
Associated agents
Assigns MSF to LEDs
Time limit parameters for the Statistics Monitor mode and particular reports
Variable time intervals for statistics processing in particular reports
Changes the date format

7.1 System Name

System Name can be a maximum of any 40 characters, including spaces.
Step 1.

From the System Configuration submenu, press 1. The System Name Assignment screen will display.

Step 2.

Depending on the action to be taken, proceed according to the following alternatives:
•

Initial Name Assignment
Type in the preferred name characters and press PAGE DOWN.
(The system will return to the submenu.)

•

Current Name Modification
Using the ←, BACK SPACE, DELETE, and INSERT keys to erase, overwrite and add existing
and new characters as required, enter the new preferred name. Then press PAGE DOWN. The
system will return to the submenu.

Step 3.

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Check for immediate appearance of the (new/modified) system name at the top of the display
screen. It will also be printed at the head of each report page.

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7.2 Group Configuration

Step 1.

From the System Configuration submenu, press 2. The Group Configuration screen will display,
with the cursor located at Group Name #01.
In the case of an existing MIS, first check the right-hand column for the current assignments indicated as:
- new group
- in use
- not used

Note:

= unassigned (vacant) area
= existing, fully assigned group
= existing ACD group without agents assigned

At the time of initial ACD-MIS set-up, the indicated status of all ACD groups will be new group.

Step 2.

Depending on the action to be taken, proceed according to the following alternatives:
•

New Group Assignment
Move the cursor to the first vacant location and type in the preferred group name.

•

Existing Group Modification
Move the cursor to the applicable location and using the Arrow, DELETE, BACK SPACE, and
INSERT keys, delete the required characters then retype the new Group Name characters. (Group
name can be a maximum of any 11 characters.)

•

Existing Group Deletion
Go to Step 4.

Note:

Before deleting an ACD group, delete the pilot number and all assigned agents.

Step 3.

Press TAB to move the cursor to the Indial No. - prfx column and proceed according to the following alternatives:
•

New Group Assignment
Type in the specified indial digits for the ACD group.

•

Existing Group Modification
Use the Arrow, DELETE, BACK SPACE, and INSERT keys to delete the required digits. Then
retype the new Indial No. - prfx digits.

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Step 4.

Press TAB to move the cursor to the Indial No. - ext. column and proceed according to the following
alternatives:
•

•

New Group Assignment
Type in the specified pilot extension number.
Existing Group Modification
Use the Arrow, DELETE, BACK SPACE, and INSERT keys to delete the required digits then retype the new pilot extension digits.
In most situations the pilot extension will be a phantom number. It can be a physical extension; but
if so, it must not receive direct calls.

•

Existing Group Deletion
Use BACK SPACE to delete all digits of the pilot number; then go to Step 6.

Step 5.

If required, move the cursor to the next Group Name positions in turn (TAB and ENTER keys) and
repeat the above steps for any necessary entries/alterations/deletions.

Note:

Only when Group Names #01 to #10 are entered can #11 to #16 (on the next screen) be used.

Note:

After deletion of any group(s), the system will automatically adjust the positions of the others to close the
gaps.

Step 6.

Press PAGE DOWN to confirm all details and exit to the submenu.

7.3 Station Configuration

Step 1.

From the System Configuration submenu, press 3. The Station Configuration screen will be displayed, with the cursor located at Ext. No.

Step 2.

Type in the required (first) extension number; then press ENTER.
The cursor will move to Tenant No.

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•

There is no requirement to enter extensions (including the pilot number) in any particular order
during initial ACD group assignment.

•

The specified extension number must be the Prime Line of a Dterm instrument which the agent uses
(where installed) for the position to be able to log off and for certain report statistics to correspond
to definition.

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Step 3.

Depending on the intended action, proceed according to the following alternatives:
•

New Station Assignment
Check for display of the Add Station message which indicates that the extension number specified
has not been assigned.
Enter the required tenant number and press ENTER. The cursor will move to Tel. Type.

Note:

The tenant number must always be the value for the ACD group set within the PABX.

•

Existing Station Modification
Check for the display of the station exists and Modify Station messages and also the current assignments for all other parameters.
Move the cursor (down) in turn to each entry to be altered. Make necessary adjustments to extension number digits or surname characters (by positioning the cursor and using the DELETE,
BACK SPACE, and INSERT keys) and as otherwise described in Steps 4 - 5, then go to Step 8.

•

Existing Station Deletion
Press ENTER. The cursor will move to the currently displayed Modify Station option. Select the
Delete Station option by toggling the SPACE BAR or pressing the indicated letter d.
Go to Step 8.

Step 4.

For either initial specification or later modification, use the SPACE BAR to change selection of
Tel. Type or press the indicated letter a - e, as required. The five options are displayed at the bottom
of the screen.
Press ENTER. The cursor will move to group.
The specified Tel. Type must be selected as one only of:
•
•

The actual telephone instrument installed for the particular agents position (option a or b)
The pilot number specified in the PBX (option c, d, or e)

Step 5.

Similarly, specify/modify the associated ACD group by selecting the required Indial - prfx from the
listing at the bottom of the screen.

Step 6.

Check all specifications and when ready, press PAGE DOWN to confirm the entered details. The
system will revert to the submenu.

Step 7.

Repeat Steps 1 - 6 above for all remaining required station assignments or modifications.

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7.4 Agent Configuration

Step 1.

From the System Configuration submenu, press 4. The Agent Configuration screen will display,
with the cursor located at Agent ID.

Step 2.

Type in the required ID code; then press ENTER.

Note:

There is a system limitation of 90 Agent ID codes which can be programmed in ACD-MIS. The cursor will
move to Agent Name.

Step 3.

Type in the Agent’s last name; press ENTER.
The cursor will move to Agent Initial.

Step 4.

Type in the Agent’s first name initial(s); press ENTER.
The cursor will move to Group.

Step 5.

Select the ACD group to which the agent can log in. Select using either the Space Bar or the letter
designation of the group.

Step 6.

Check all specifications. When ready, press PAGE DOWN to confirm the entered details. The system will revert to the submenu.

Step 7.

Repeat Steps 1-6 for all remaining agent assignments.

7.5 ACD Key Configuration

Step 1.

From the System Configuration submenu, press 5. The ACD Key Configuration screen will display,
with the cursor located at Log On/Off (MSF no.).

Step 2.

Type the MSF Operation Code 128 for Log On/Off; then press ENTER.
The cursor will move to LED no.

Step 3.

Type in the LED no. that the MSF (Log On/Off) will appear on the Dterm; press ENTER. The cursor
will move to Break Key.

Step 4.

Type the MSF Operation Code 129 for Break; press ENTER.
The cursor will move to LED no.

Step 5.

Type in the LED no. that the MSF (Break) will appear on the Dterm; press ENTER.
The cursor will move to the Work Key.

Step 6.

Type the MSF Operation Code 130 for Work; press ENTER.
Led cursor will move to LED no.

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Step 7.
Note:

Type in the LED no. that MSF (Work) will appear on the Dterm; then press PAGE DOWN to save
the entered details.
MSF and LED number must be the same as those entered in the PABX. These two parameters are system parameters, which cannot be different for each station.

7.6 Report Time Values

Report Time Values are specified in number of seconds. Their individual applications are summarized below
in Table 3-9.
Table 3-9 Report Time Values
REPORT TIME VALUE

APPLICATION

Time to Answer (GOS)

Used for Grade of Service calculation:
Statistics Monitor mode

Abandoned Ignore Time

Minimum time a call disconnected before answer must have been queued
before it is considered as abandoned:
-

Answer Time, Abandon Time,
Duration Time

Statistics Monitor mode
Calls Abandoned report
Traffic Analysis report
Group Workload report
Agent Demand report

Increments required for Calls Within parameters:
-

Calls Waiting report
Calls Abandoned report
Call Duration report

Step 1.

From the System Configuration submenu, press 6. The Report Time Values screen will display.

Step 2.

Using the Up/Down Arrow and/or TAB keys, move the cursor to the first parameter to be specified/
altered.

Step 3.

Position the cursor and use the DELETE, BACK SPACE, and INSERT keys to enter the required
value (0 to 999 seconds).

Step 4.

Repeat these procedures for all other necessary adjustments.
Ensure that the values specified for Answer Time, Abandon Time, and Duration Time are in ascending order.

Step 5.

Check your entries then press PAGE DOWN to confirm all details. The display will return to the
submenu.

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7.7 Storage Intervals

Step 1.

From the System Configuration submenu, press 7. The Storage Intervals screen will display.
The displayed table comprises hourly time segments from 0000 to 2359 and for each, a corresponding 60-minute (default) interval for call record storage. These intervals can be made more regular.
Their application is in the presentation of statistics for specified reports where the selected option
for report breakdown is by period.

Step 2.

Using the Up/Down Arrow keys, move the cursor to the first time segment to be altered.

Step 3.

Select the required alternative interval from the options shown at the bottom of the screen by toggling with the SPACE BAR or pressing the indicated letter a, b, c, etc.
Call records will be processed for storage at a frequency corresponding to the selected interval [e.g.,
three times per hour if the value set is 20 (minutes)].

Step 4.

Repeat these procedures for all other necessary time segment changes.

Step 5.

Check your entries then press PAGE DOWN to confirm all details. The display will return to the
submenu.

7.8 System Date Format

Step 1.

From the System Configuration submenu, press 8. The System Date Format screen will display,
with the cursor located at the System Date Format to be used.

Step 2.

Select the date format to be used.

Step 3.

Check the format. When ready, press PAGE DOWN to confirm the entered format.

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8. ALARM CONFIGURATION
From the Main Menu, press 5. The ALARM CONFIGURATION submenu will display.
This submenu has four functions:
Group Statistics Threshold:

Presetting of alarm limits for both the system and ACD group related
parameters

Agent Statistics Threshold:

Presetting of similar alarm limits for the agent related parameters

Print Thresholds:

Printing out of the current status of both the System/Group and Agent
Statistics configurations

Audible Alarm Period:

Setting the period of the audible alarm associated with the Statistics
Monitor Mode - System/Group Statistics Longest Waiting Call parameter

Note:

Alarm conditions are also recorded in the ACD Alarm file.

8.1 Group Statistics Threshold

Step 1.

From the Alarm Configuration submenu, press 1. The Group Alarms set up screen will display.

Step 2.

Use the Up/Down Arrow and TAB keys to move the cursor between parameters for both initial
specification and later alteration.
For each entry, position the cursor and use the DELETE, BACK SPACE, and INSERT keys to
facilitate adjustment of the required value as per the following descriptions.
When the value to be entered is greater than 10, you must first erase the default value.
System/Group Statistics - G.O.S. - Low/High Alarms:
G.O.S. (Grade of Service) is the calculated percentage value used to indicate ACD call handling
efficiency. The respective settings for the low and high alarms must therefore correspond to a descending order of G.O.S. Refer to the example below:
Assumed Target G.O.S.:
Low Alarm Setting:
High Alarm Setting:

90 %
70(%)
50(%).

System/Group Statistics - Average Answer, Average Talk, Average Available, and Longest
Waiting Call - Low/High Alarms:
Average Answer, Average Talk, Average Available, and Longest Waiting Call are direct time measurements (in minutes and seconds) related to call handling. The respective settings for the low and
high alarms must be in ascending order.

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System/Group Statistics - Calls Waiting - Low/High Alarms:
Calls Waiting is a numerical quantity (in the range: 0 - 999) for indication of the call queue status.
Settings of low and high alarms are also to be assigned in ascending order.
Step 3.

Check your entries and when appropriate, press PAGE DOWN to confirm all details. The screen
will return to the submenu.

8.2 Agent Statistics Threshold

Step 1.

From the Alarm Configuration submenu, press 2. The Agent Alarms set-up screen will display.

Step 2.

For both initial specification and later alteration, use the Up/Down Arrow and TAB keys to move
the cursor between each parameter. To enter a value, position the cursor and use the DELETE,
BACK SPACE, and INSERT keys to facilitate adjustment. Refer to the following descriptions.
When the value to be entered is greater than 10, you must first erase the default value.
Group Statistics - Average Answer, Average Talk, and Average Available - Low/High Alarms:
Average Answer, Average Talk, and Average Available are direct time measurements (in minutes
and seconds) related to call handling. The respective settings for the low and high alarms must be
in ascending order.
The parameters Max Talk, Max. Available, Max. O/G, and Max. Logged Off have no application in
the present version of ACD-MIS and are therefore omitted.

Step 3.

Check your entries and when appropriate, press PAGE DOWN to confirm all details.
The screen will return to the submenu.

8.3 Print Thresholds

From the Alarm Configuration submenu, press 3 to initiate direct printing.
Note:

If action is prevented because of a problem with the printer, an appropriate warning message will be given
at the top of the screen (in the red banner) :
Printer not on line:

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8.4 Audible Alarm Period

The alarm warning tone associated with the high value of the Statistics Monitor - System and Group Statistics
Waiting Longest parameter can be set to be repeated every 5, 10, 20, 30, 60 or 90 seconds or disabled altogether,
by this function.
Any adjustment made has an immediate effect, even if the warning tone is currently being produced.
Step 1.

From the Alarm Configuration submenu, press 4. The Audible Alarm Period set-up screen is displayed with the cursor located ready for entry of the preferred value.
(The “none” default setting means the feature is disabled.)

Step 2.

For either initial assignment or later alteration, toggle the SPACE BAR to select the required period
or alternatively press the indicated digit 1 to 6.

Step 3.

Confirm your selection and press PAGE DOWN.
The system will return to the submenu.

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9. SYSTEM EXIT

<<<<<>>>>>

SYSTEM EXIT completely shuts down the MIS and returns the PC to the operating system. In
that mode:
1.The Statistics Monitor mode will be initialized.
2.No new ACD call data can be received from the PBX and processed.
3.Any reports scheduled during the period of shut-down will not be printed.

Step 1.

Check for current printing of any reports.

Step 2.

From the Main Menu, select Item 3 - System Maintenance. The SYSTEM MAINTENANCE submenu will display.

Step 3.

Select Item 4 - OAI Connection.
The Disconnect from PBX (y/n) message will be displayed.

Step 4.

Type y. The Checking Communications Status. Please wait message will be displayed.
Wait for the system to return to the sub menu then ensure connection status indicates OAI off.
If you decide not to proceed, type n (no). The display will immediately return to the Main Menu.

Step 5.

Press ESC. The system will return to the Main Menu.

Step 6.

Press 6. The following message will display:
You are about to close down the system.
When you do this, the system will stop receiving ACD statistics.
Do you wish to stop the system (y/n):?

Step 7.

Press 6. The following messages will display:
Closing down the system.
External display terminated....
Saving call data.... Please wait.
Call data save completed....

This will eventually be replaced by the $ prompt.

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CHAPTER 4

CUSTOMER SPECIFICATIONS

1. SYSTEM CONFIGURATION
1.1 Group Configuration

•

A maximum of 16 ACD groups can be specified.

•

Group name can be a maximum of 11 alphanumeric characters.

•

The nominated pilot is usually a phantom extension. It can be a physical extension, but it must not receive
direct calls.
Table 4-1 ACD Group Configuration Table
ACD group
No.

Indial No.

Name

Prefix

Pilot ext.

01
02
03
04
05
06
07
08
09
10
11
12
13
14
15
16

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1.2 Agent Configuration

•

A maximum of 60 extensions can be assigned per ACD group.

•

Extensions (including the pilot number) can be entered in any order.

•

Tenant No. must be the value set for the ACD group within the PABX.

•

Where preferred, the entry for Agent Name can be other than a surname (e.g., Agent 1). Each entry must
be a maximum of 11 characters, including spaces.
Table 4-2 Agent Configuration Table
TENANT NO.:
...............................
AGENT ID
CODE

GROUP NAME: ......................................
GROUP No.: .......................................
AGENT (SUR)NAME

1
2
3
4
5
6
7
8
9
10
11
12
13
14
15

PHOTOCOPY AS REQUIRED:
Agent Configuration Table

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AGENT
INITIAL

CUSTOMER SPECIFICATIONS

TENANT NO.:
...............................
AGENT ID
CODE

GROUP NAME: ......................................
GROUP No.: .......................................
AGENT (SUR)NAME

AGENT
INITIAL

1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
21
22
23
24
25

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1.3 Report Time Values

•

Terms are defined as follows:
• Time to Answer refers to G.O.S. calculation.
• Abandoned Ignore Time is the minimum required waiting time before disconnection for the call to be
considered as abandoned.
• Answer Time, Abandon Time and Duration Time refer to the Calls Within parameters of the Calls Waiting, Calls Abandoned, and Call Duration reports, respectively.

•

Ensure that the values specified for Answer Time, Abandon Time, and Duration Time are in ascending order (see entries 1 - 5).

•

All specifications are number of seconds in the range of 0 - 999.
Table 4-3 Report Time Values

TIME TO ANSWER:

ABANDON IGNORED TIME:

ANSWER TIME:

1.

2.

3.

4.

5.

ABANDON TIME:

1.

2.

3.

4.

5.

DURATION TIME:

1.

2.

3.

4.

5.

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1.4 Storage Intervals

Table 4-4 Storage Intervals
SEGMENT

INCREMENT

SEGMENT

INCREMENT

0000 - 0059

10

15

20

30

60

1200 - 1259

10

15

20

30

60

0100 - 0159

10

15

20

30

60

1300 - 1359

10

15

20

30

60

0200 - 0259

10

15

20

30

60

1400 - 1459

10

15

20

30

60

0300 - 0359

10

15

20

30

60

1500 - 1559

10

15

20

30

60

0400 - 0459

10

15

20

30

60

1600 - 1659

10

15

20

30

60

0500 - 0559

10

15

20

30

60

1700 - 1759

10

15

20

30

60

0600 - 0659

10

15

20

30

60

1800 - 1859

10

15

20

30

60

0700 - 0759

10

15

20

30

60

1900 - 1959

10

15

20

30

60

0800 - 0859

10

15

20

30

60

2000 - 2059

10

15

20

30

60

0900 - 0959

10

15

20

30

60

2100 - 2159

10

15

20

30

60

1000 - 1059

10

15

20

30

60

2200 - 2259

10

15

20

30

60

1100 - 1159

10

15

20

30

60

2300 - 2359

10

15

20

30

60

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1.5 External Display Unit
1.5.1

EDU Port Selection

•

Only one EDU can be assigned to each port.

•

The “None“ option can be selected to disable any particular port.
Table 4-5 Auxiliary Port Selection
FORMAT

EDU SELECTION

/dev Name

PORT NO.
Spectrum

Dataline

None

1

2

3

4

1
2
3
4

Note: Consult the UNIX System Administrator for the /dev name of the EDU ports.

1.5.2

External Display Format

•

Any format can be assigned to any EDU.

•

The same format can be selected for display on all EDUs.

•

If the “Not used” option is assigned to any EDU, it will remain blank.

•

Specify the required ACD group(s) and preferred display panel position by entering the pilot extension
number.

•

The three format options are:
- Number of calls waiting - for up to 7 groups
- Number of calls waiting and the longest waiting time - for up to 2 groups
- Group name, number of calls waiting, and the longest waiting time - for one group only.
Table 4-6 External Display Format
ACD GROUP SELECTION & POSITION

EDU
NO.

FORMAT SELECTION
1

1

Not used

1

2

3

2

Not used

1

2

3

3

Not used

1

2

3

4

Not used

1

2

3

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4

5

6

7

CUSTOMER SPECIFICATIONS

2. STATISTICS REPORTING
2.1 Report Configuration

•

A maximum of 20 Report Configurations can be assigned.

•

A maximum of 20 (alphanumeric) characters can be entered for Report Name.

•

Observe the applications of Class for various Report Types as described in Chapter 1.
Table 4-7 Report Configuration
REPORT NAME:
REPORT TYPE:

Group Break and Work

Calls Waiting

Calls Abandoned

Call Duration

Traffic Analysis

Group Workload

Group Performance

Agent Performance

Agent Demand

CLASS :

Agent Break and Work

Full

All

Yesterday

This Week

Selected

DATE TYPE
Today
This Month

Last Month

This Year

Last Year

Last Week
For Date

Date Range

BREAKDOWN
By Period

Hourly

Daily

Monthly

Weekday

Total

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PHOTOCOPY AS REQUIRED:
Report Configuration
REPORT NAME:
REPORT TYPE:

Group Break and Work

Calls Waiting

Calls Abandoned

Call Duration

Traffic Analysis

Group Workload

Group Performance

Agent Performance

Agent Demand

CLASS :

Agent Break and Work

Full

All

Selected

Yesterday

This Week

DATE TYPE
Today
This Month

Last Month

This Year

Last Year

Last Week
For Date

Date Range

BREAKDOWN
By Period

Hourly

Daily

Monthly

Weekday

Total

REPORT NAME:
REPORT TYPE:

Group Break and Work

Calls Waiting

Calls Abandoned

Call Duration

Traffic Analysis

Group Workload

Group Performance

Agent Performance

Agent Demand

CLASS :

Agent Break and Work

Full

All

Yesterday

This Week

Selected

DATE TYPE
Today
This Month

Last Month

This Year

Last Year

Last Week
For Date

BREAKDOWN
By Period

Hourly

Daily

Monthly

Weekday

Total

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Date Range

CUSTOMER SPECIFICATIONS

2.2 Report Group Configuration

•

A maximum of 20 Report Group Configurations can be assigned. A maximum of 20 (alphanumeric) characters can be entered for Report Name.

•

Observe the entry requirements for the parameters Group, Agent, Start Date and End Date. (See “Report
Group Configuration” , Section 3.4.2.)
Table 4-8 Report Group Configuration

REPORT GROUP NAME
REPORT (NAME)

GROUP

START DATE

END DATE

1

/

/

/

/

2

/

/

/

/

3

/

/

/

/

4

/

/

/

/

5

/

/

/

/

6

/

/

/

/

7

/

/

/

/

8

/

/

/

/

9

/

/

/

/

10

/

/

/

/

REPORT GROUP NAME
REPORT (NAME)

GROUP

START DATE

END DATE

1

/

/

/

/

2

/

/

/

/

3

/

/

/

/

4

/

/

/

/

5

/

/

/

/

6

/

/

/

/

7

/

/

/

/

8

/

/

/

/

9

/

/

/

/

10

/

/

/

/

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CUSTOMER SPECIFICATIONS

PHOTOCOPY AS REQUIRED:
Report Group Configuration
REPORT GROUP NAME
REPORT (NAME)

GROUP

START DATE

END DATE

1

/

/

/

/

2

/

/

/

/

3

/

/

/

/

4

/

/

/

/

5

/

/

/

/

6

/

/

/

/

7

/

/

/

/

8

/

/

/

/

9

/

/

/

/

10

/

/

/

/

REPORT GROUP NAME
REPORT (NAME)

GROUP

START DATE

END DATE

1

/

/

/

/

2

/

/

/

/

3

/

/

/

/

4

/

/

/

/

5

/

/

/

/

6

/

/

/

/

7

/

/

/

/

8

/

/

/

/

9

/

/

/

/

10

/

/

/

/

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2.3 Scheduler

•

A maximum of 20 schedules can be assigned.

•

Observe the entry requirements for the parameters Day, Time, and Date as described in “Scheduler” , Section 3.4.3.
Table 4-9 Report Scheduler Table
(REPORT) GROUP

SCHEDULE

DAY

TIME

DATE

1

:

/

/

2

:

/

/

3

:

/

/

4

:

/

/

5

:

/

/

6

:

/

/

7

:

/

/

8

:

/

/

9

:

/

/

10

:

/

/

11

:

/

/

12

:

/

/

13

:

/

/

14

:

/

/

15

:

/

/

16

:

/

/

17

:

/

/

18

:

/

/

19

:

/

/

20

:

/

/

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3. SYSTEM ADMINISTRATION
3.1 Passwords

•

ACD-MIS accommodates a maximum of 12 passwords. The first two are set in default data.

•

In reference to the default passwords:
- Only the access status of the first can be changed. It will always correspond to the Enter key.
- Only the name of the second can be changed. It is initially specified as mis (lowercase letters).

•

Assignable passwords are all maximum 10 (alphabetical) characters. Upper and lower case letters are regarded separately by the system.

•

In completing the following tables, if access to a general area (e.g., SYSTEM MAINTENANCE) is restricted (i.e., N is entered), no entry is required for the associated items.
Table 4-10 First Default Password Reassignment Table

(DEFAULT) PASSWORD 1 : Enter Key (Fixed)
ACCESS STATUS :

Enter [Y] or [N] for Each Item

STATISTICS MONITOR

[

]

REPORT:
- Report Configuration
- Report Group Configuration
- Scheduler
- Create Report

[
[
[
[
[

]
]
]
]
]

SYSTEM MAINTENANCE:
- Password
- ACD Alarms
- System Message
- OAI Connection
- EDU Port Selection
- External Display Format

[
[
[
[
[
[
[

]
]
]
]
]
]
]

SYSTEM CONFIGURATION:
- System Name
- Group Configuration
- Agent Configuration
- Report Time Values
- Storage Intervals

[
[
[
[
[
[

]
]
]
]
]
]

ALARM CONFIGURATION :
- Group Statistics Threshold
- Agent Statistics Threshold
- Print Thresholds
- Audible Alarm Period

[
[
[
[
[

]
]
]
]
]

EXIT

[

]

Table 4-11 Second Default Password Reassignment Table
(DEFAULT)
PASSWORD 2 :
ACCESS STATUS

CHAPTER 4
Page 136
Revision 1

:

Unrestricted (Fixed)

NDA-30094

CUSTOMER SPECIFICATIONS

Table 4-12 New Password Assignment
PASSWORD 3 :
ACCESS STATUS

:

Enter [Y] or [N] for Each Item

STATISTICS MONITOR

[

]

REPORT:
- Report Configuration
- Report Group Configuration
- Scheduler
- Create Report

[
[
[
[
[

]
]
]
]
]

SYSTEM MAINTENANCE:
- Password
- ACD Alarms
- System Message
- OAI Connection
- EDU Port Selection
- External Display Format

[
[
[
[
[
[
[

]
]
]
]
]
]
]

SYSTEM CONFIGURATION:
- System Name
- Group Configuration
- Agent Configuration
- Report Time Values
- Storage Intervals

[
[
[
[
[
[

]
]
]
]
]
]

ALARM CONFIGURATION :
- Group Statistics Threshold
- Agent Statistics Threshold
- Print Thresholds
- Audible Alarm Period

[
[
[
[
[

]
]
]
]
]

EXIT

[

]

SYSTEM CONFIGURATION:
- System Name
- Group Configuration
- Agent Configuration
- Report Time Values
- Storage Intervals

[
[
[
[
[
[

]
]
]
]
]
]

ALARM CONFIGURATION :
- Group Statistics Threshold
- Agent Statistics Threshold
- Print Thresholds
- Audible Alarm Period

[
[
[
[
[

]
]
]
]
]

EXIT

[

]

PASSWORD 4 :
ACCESS STATUS

:

Enter [Y] or [N] for Each Item

STATISTICS MONITOR

[

]

REPORT:
- Report Configuration
- Report Group Configuration
- Scheduler
- Create Report

[
[
[
[
[

]
]
]
]
]

SYSTEM MAINTENANCE:
- Password
- ACD Alarms
- System Message
- OAI Connection
- EDU Port Selection
- External Display Format

[
[
[
[
[
[
[

]
]
]
]
]
]
]

NDA-30094

CHAPTER 4
Page 137
Revision 1

CUSTOMER SPECIFICATIONS

PHOTOCOPY AS REQUIRED:

New Password Assignment Table
PASSWORD

:

ACCESS STATUS

:

Enter [Y] or [N] for Each Item

STATISTICS MONITOR

[

]

REPORT:
- Report Configuration
- Report Group Configuration
- Scheduler
- Create Report

[
[
[
[
[

]
]
]
]
]

SYSTEM MAINTENANCE:
- Password
- ACD Alarms
- System Message
- OAI Connection
- EDU Port Selection
- External Display Format

[
[
[
[
[
[
[

]
]
]
]
]
]
]

PASSWORD

[
[
[
[
[
[

]
]
]
]
]
]

ALARM CONFIGURATION :
- Group Statistics Threshold
- Agent Statistics Threshold
- Print Thresholds
- Audible Alarm Period

[
[
[
[
[

]
]
]
]
]

EXIT

[

]

SYSTEM CONFIGURATION:
- System Name
- Group Configuration
- Agent Configuration
- Report Time Values
- Storage Intervals

[
[
[
[
[
[

]
]
]
]
]
]

ALARM CONFIGURATION :
- Group Statistics Threshold
- Agent Statistics Threshold
- Print Thresholds
- Audible Alarm Period

[
[
[
[
[

]
]
]
]
]

EXIT

[

]

:

ACCESS STATUS

:

Enter [Y] or [N] for Each Item

STATISTICS MONITOR

[

]

REPORT:
- Report Configuration
- Report Group Configuration
- Scheduler
- Create Report

[
[
[
[
[

]
]
]
]
]

SYSTEM MAINTENANCE:
- Password
- ACD Alarms
- System Message
- OAI Connection
- EDU Port Selection
- External Display Format

[
[
[
[
[
[
[

]
]
]
]
]
]
]

CHAPTER 4
Page 138
Revision 1

SYSTEM CONFIGURATION:
- System Name
- Group Configuration
- Agent Configuration
- Report Time Values
- Storage Intervals

NDA-30094

CUSTOMER SPECIFICATIONS

3.2 Group Statistics Thresholds

•
•

The settings for the G.O.S. low and high alarms (% values) must be in descending order.
The same settings for Average Answer, Average Talk, Average Available and Longest Waiting Call (minutes and seconds) and Calls Waiting (numerical value 0-999) must be in ascending order.
Table 4-13 Group Statistics Thresholds
GROUP
NO.

PILOT
EXT.

STATISTICS
ALARM
LEVEL

System

Low
High

01

Low
High

02

Low
High

03

Low
High

04

Low
High

05

Low
High

06

Low
High

07

Low
High

08

Low
High

09

Low
High

10

Low
High

11

Low
High

12

Low
High

13

Low
High

14

Low
High

15

Low
High

16

Low
High

G.O.S.

AVG. ANS.

NDA-30094

AVG.
TALK.

AVG.
AVAIL.

CALLS
WAIT.

LONG.
WAIT.

CHAPTER 4
Page 139
Revision 1

CUSTOMER SPECIFICATIONS

3.3 Agent Statistics Thresholds

The settings for Average Answer, Average Talk, and Average Available low and high alarms (minutes and seconds) must be in ascending order.
Table 4-14 Agent Statistics Thresholds
GROUP
NO.

CHAPTER 4
Page 140
Revision 1

PILOT
EXT.

STATISTICS
ALARM
LEVEL

01

Low
High

02

Low
High

03

Low
High

04

Low
High

05

Low
High

06

Low
High

07

Low
High

08

Low
High

09

Low
High

10

Low
High

11

Low
High

12

Low
High

13

Low
High

14

Low
High

15

Low
High

16

Low
High

AVG. ANS.

NDA-30094

AVG.
TALK.

AVG.
AVAIL.

CUSTOMER SPECIFICATIONS

3.4 Audible Alarm Period

•

The respective low and high alarm thresholds for Longest Waiting Call must be set in Group Statistics
Threshold (see page 139) for this feature to be effective.

•

The “None” option can be selected to inhibit the alarm altogether.
Table 4-15 Audible Alarm Period
PERIOD (Seconds)

None

5

10

15

20

NDA-30094

30

60

90

CHAPTER 4
Page 141
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CUSTOMER SPECIFICATIONS

CHAPTER 4
Page 142
Revision 1

NDA-30094

ACD-MIS TERMINAL USER GUIDE

APPENDIX A

ACD-MIS TERMINAL USER GUIDE (Real Time Statistic Screen)

LOG ON (Multiline Display Terminal)
With telephone idle and handset on hook:
• Real Time Statistic screen on MIS PC shows “LOGGED OFF” with your extension number.
• Log On/Off key LED is dark.
• Press Log On/Off key. Log On/Off key LED flash red at 120 ipm.
• LCD display shows “Enter ID:”
• Dial ID number followed by #.
• Terminal chimes twice. Log On/Off LED is green. The terminal displays “LOG ON” momentarily.
• Real Time Statistic screen on MIS PC shows “AVAILABLE” with your designation and extension number.

LOG ON (Single Line and Multiline Non Display Terminal)

With telephone idle and handset on hook:
• Real Time Statistic screen on MIS PC shows “LOGGED OFF” with your extension number.
• Lift handset. If using headset with non display terminal, press Headset/Handset key. Note 1
• Receive dial tone and dial Log On/Off Feature Access Code.
• Receive Feature Dial Tone and dial ID number, followed by#.
• Receive Feature Set Tone.
• Replace handset. If using headset with non display terminal, press Headset/Handset key. Note 1
• Real Time Statistic screen on MIS PC shows “AVAILABLE” with your designation and extension number.

ANSWERING ACD CALLS (Calls Directed at Pilot of ACD Group)

Receive incoming ring signal:
• Real Time Statistic screen on MIS PC shows “ACD RINGING” with your designation and extension number.
• Lift handset. If using headset with display or non display terminal, press Headset/Handset key. Note 1
• Converse
• Real Time Statistic screen on MIS PC shows “ACD CALL” with your designation and extension number.

ANSWERING NON-ACD CALLS (Calls Directed at Available Agent Station)

Receive incoming ring signal:
• Real Time Statistic screen on MIS PC shows “NON ACD” with your designation and extension number.
• Lift handset. If using headset with display or non display terminal, press Headset/Handset key. Note 1
• Converse
• Real Time Statistic screen on MIS PC shows “NON ACD” with your designation and extension number.

NDA-30094

APPENDIX A
Page A-1
Revision 1

ACD-MIS TERMNIAL USER GUIDE

BREAK MODE (Multiline Display Terminal)
SET

With no call in progress:
• Real Time Statistic screen on MIS PC shows “AVAILABLE” with your designation and extension number.
• Break key LED is dark.
• Press Break key. Break key LED flash red at 120 ipm.
• Terminal chimes twice. Break key LED flash red at 60 ipm. The Terminal displays “BREAK” momentarily.
• Real Time Statistic screen on MIS PC shows “BREAK” with your designation and extension number.

BREAK MODE (Multiline Display Terminal)
SET

With call in progress:
• Real Time Statistic screen on MIS PC shows “ACD CALL” with your designation and extension number.
• Break key LED is dark.
• Press Break key. Break key LED flash red at 120 ipm.
• When finished conversing, replace handset. If using headset, press Headset/Handset key. Note 1
• Terminal chimes twice. Break key LED flash red at 60 ipm. The terminal displays “BREAK” momentarily.
• Real Time Statistic screen on MIS PC shows “BREAK” with your designation and extension number.

BREAK MODE (Single Line and Multiline Non Display Terminal)
SET

With no call in progress:
• Real Time Statistic screen on MIS PC shows “AVAILABLE” with your designation and extension number.
• Lift handset. If using headset with non display terminal press, Headset/Handset key. Note 1
• Receive dial tone and dial Break Feature Access Code.
• Receive Feature Set Tone.
• Replace handset. If using headset with non display terminal press, Headset/Handset key. Note 1
• Real Time Statistic screen on MIS PC shows “BREAK” with your designation and extension number.

BREAK MODE (Single Line and Multiline Non Display Terminal)
SET

With call in progress:
“Not Allowed” (If this capability is needed, a Multiline Display Terminal must be used.)

BREAK MODE (Multiline Display Terminal)
CANCEL

•
•
•
•
•

Real Time Statistic screen on MIS PC shows “BREAK” with your designation and extension number.
Break key LED flash red at 60 ipm.
Press Break key. Break key LED flash red at 120 ipm.
Terminal chimes twice. Break key LED goes dark. The terminal displays “AVAILABLE” momentarily.
Real Time Statistic screen on MIS PC shows “AVAILABLE” with your designation and extension number.

APPENDIX A
Page A-2
Revision 1

NDA-30094

ACD-MIS TERMINAL USER GUIDE

BREAK MODE (Single Line and Multiline Non Display Terminal)
CANCEL

•
•
•
•
•
•

Real Time Statistic screen on MIS PC shows “BREAK” with your designation and extension number.
Lift handset. If using headset with non display terminal press, Headset/Handset key. Note 1
Receive dial tone and dial Break Feature Access Code.
Receive Feature Set Tone.
Replace handset. If using headset with non display terminal press, Headset/Handset key. Note 1
Real Time Statistic screen on MIS PC shows “AVAILABLE” with your designation and extension number.

WORK MODE (Multiline Display Terminal)
SET

With no call in progress:
• Real Time Statistic screen on MIS PC shows “AVAILABLE” with your designation and extension number.
• Work key LED is dark.
• Press Work key. Work key LED flash red at 120 ipm.
• Terminal chimes twice. Work key LED flash red at 60 ipm. The terminal displays “WORK” momentarily.
• Real Time Statistic screen on MIS PC shows “WORK” with your designation and extension number.
WORK MODE (Multiline Display Terminal)
SET

With call in progress:
• Real Time Statistic screen on MIS PC shows “ACD CALL” with your designation and extension number.
• Work key LED is dark.
• Press Work key. Work key LED flash red at 120 ipm.
• When finished conversing replace handset (if using headset press Headset/Handset key) Note 1
• Terminal chimes twice. Work key LED flash red at 60 ipm. The terminal displays “WORK” momentarily.
• Real Time Statistic screen on MIS PC shows “WORK” with your designation and extension number.

WORK MODE (Single Line and Multiline Non Display Terminal)
SET

With no call in progress:
• Real Time Statistic screen on MIS PC shows “AVAILABLE” with your designation and extension number.
• Lift handset. If using headset with non display terminal, press Headset/Handset key. Note 1
• Receive dial tone and dial Work Feature Access Code.
• Receive Feature Set Tone.
• Replace handset. If using headset with non display terminal, press Headset/Handset key. Note 1
• Real Time Statistic screen on MIS PC shows “WORK” with your designation and extension number.

NDA-30094

APPENDIX A
Page A-3
Revision 1

ACD-MIS TERMNIAL USER GUIDE

WORK MODE (Single Line and Multiline Non Display Terminal)
SET

With call in progress:
“Not Allowed” (If this capability is needed, a Multiline Display Terminal must be used.)

WORK MODE (Multiline Display Terminal)
CANCEL

•
•
•
•
•

Real Time Statistic screen on MIS PC shows “WORK” with your designation and extension number.
Work key LED flash red at 60 ipm.
Press Work key. Work key LED flash red at 120 ipm.
Terminal chimes twice. Work key LED goes dark. The terminal displays “AVAILABLE” momentarily.
Real Time Statistic screen on MIS PC shows “AVAILABLE” with your designation and extension number.

WORK MODE (Single Line and Multiline Non Display Terminal)
CANCEL

•
•
•
•
•
•

Real Time Statistic screen on MIS PC shows “WORK” with your designation and extension number.
Lift handset. If using headset with non display terminal, press Headset/Handset key. Note 1
Receive dial tone and dial Work Feature Access Code.
Receive Feature Set Tone.
Replace handset. If using headset with non display terminal, press Headset/Handset key. Note 1
Real Time Statistic screen on MIS PC shows “AVAILABLE” with your designation and extension number.

LOG OFF (Multiline Display Terminal)

With no call in progress:
• Real Time Statistic screen on MIS PC shows “AVAILABLE” with your designation and extension number.
• Log On/Off key LED is green.
• Press Log On/Off key. Log On/Off key LED flash red at 120 ipm.
• Terminal chimes twice. Log On/Off LED goes dark. The terminal displays “VACANT” momentarily.
• Real Time Statistic screen on MIS PC shows “LOGGED OFF” with your extension number.
LOG OFF (Multiline Display Terminal)

With call in progress:
• Real Time Statistic screen on MIS PC shows “ACD CALL” with your designation and extension number.
• Log On/Off key LED is green.
• Press Log On/Off key. Log On/Off key LED flash red at 120 ipm.
• When finished conversing, replace handset. If using headset press, Headset/Handset key. Note 1
• Terminal chimes twice. Log On/Off LED goes dark. The terminal displays “VACANT” momentarily.
• Real Time Statistic screen on MIS PC shows “LOGGED OFF” with your designation and extension number.

APPENDIX A
Page A-4
Revision 1

NDA-30094

ACD-MIS TERMINAL USER GUIDE

LOG OFF (Single Line and Multiline Non Display Terminal)

With no call in progress:
• Real Time Statistic screen on MIS PC shows “AVAILABLE” with your designation and extension number.
• Lift handset. If using headset with non display terminal, press Headset/Handset key. Note 1
• Receive dial tone and dial Log On/Off Feature Access Code.
• Receive Feature Set Tone.
• Replace handset. If using headset with non display terminal, press Headset/Handset key. Note 1
• Real Time Statistic screen on MIS PC shows “LOGGED OFF” with your extension number.
LOG OFF (Single Line and Multiline Non Display Terminal)

With call in progress:
“Not Allowed” (If this capability is needed, a Multiline Display terminal must be used.)

MAKING CALLS
With Real Time Statistic screen on MIS PC showing “AVAILABLE”:
• Real Time Statistic screen on MIS PC shows “AVAILABLE” with your designation and extension number.
• Lift handset and receive dial tone. If using headset with display or non display terminal, press Headset/
Handset key. Note 1
• Dial desired number.
• Converse
• Real Time Statistic screen on MIS PC show “AVAILABLE with your designation and extension number.
Note 2

MAKING CALLS

With Real Time Statistic screen on MIS PC showing “BREAK” or “WORK”:
• Real Time Statistic screen on MIS PC shows “BREAK” or “WORK” with your designation and extension
number.
• Lift handset and receive dial tone. If using headset with display or non display terminal, press Headset/
Handset key. Note 1
• Dial desired number.
• Converse
• Real Time Statistic screen on MIS PC show “BREAK” or “WORK” with your designation and extension
number. Note 3

Note 1:

For headset use, Multiline Terminal must be equipped with a ADA-J Unit and Headset/Handset key must be
assigned to the Multiline Terminal.

Note 2:

When using the Prime Line to make outgoing calls, you will not receive any ACD calls, even though the Real
Time Statistic screen shows the agent is “AVAILABLE”.

Note 3:

Outgoing calls from the agent’s Prime Line have no effect on the Real Time Statistic screen status.

NDA-30094

APPENDIX A
Page A-5
Revision 1

ACD-MIS TERMNIAL USER GUIDE

APPENDIX A
Page A-6
Revision 1

NDA-30094



File Type                       : PDF
File Type Extension             : pdf
MIME Type                       : application/pdf
PDF Version                     : 1.4
Linearized                      : No
Page Count                      : 156
Page Mode                       : UseOutlines
Page Layout                     : SinglePage
Creation Date                   : 2000:04:03 13:04:03Z
Producer                        : Acrobat Distiller 4.0 for Windows
Mod Date                        : 2002:01:30 08:38:30-06:00
Author                          : EZ Manuals
Create Date                     : 2000:04:03 13:04:03Z
Modify Date                     : 2002:01:30 08:38:30-06:00
Metadata Date                   : 2002:01:30 08:38:30-06:00
Title                           : NEAX2000 IVS ACD-MIS System Manual (UAP Edition)
Creator                         : EZ Manuals