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NDA-24282 CHAPTER 1
Page 1
Revision 1.0
CHAPTER 1 INTRODUCTION
1. GENERAL
This manual describes the system outline and procedures for installation/installation tests, operations, mainte-
nance and data assignment of Automatic Call Distribution (ACD) in the IMX System.
1.1 CONFIGURATION OF THIS MANUAL
The configuration of this manual is shown in Table 1-1.
Table 1-1 Configuration of this Manual
CHAPTER TITLE CONTENTS
2
GENERAL INFORMATION This chapter explains the concept, function and configuration of
the NEAX2400 CallCenterWorX-Enterprise ACD System.
3
INSTALLATION This chapter explains the procedures of installation and or
installation tests of the NEAX2400 CallCenterWorX-Enterprise
ACD System.
4
CIRCUIT CARDS This chapter explains the circuit cards and switch settings for
External ACD in the IMX System.
5
OFFICE DATA DESIGN This chapter explains office data assignment applicable to the
NEAX2400 CallCenterWorX-Enterprise ACD System.
6
ACD SERVICE FEATURES
FUNCTIONAL TEST
PROCEDURES
This chapter explains the test procedure of each ACD service
feature.
7
PBX AND ACD COMMAND
PROGRAMMING
This chapter explains the commands used in the NEAX2400
CallCenterWorX-Enterprise ACD System. Sample
programming sheets that may be copied and used to help
configure a system are included.
8
SYSTEM OPERATIONS This chapter explains the operating methods of Agent/
Supervisory Position. And explains the restart processing of the
NEAX2400 CallCenterWorX-Enterprise ACD System.
9
SYSTEM MAINTENANCE This chapter explains the maintenance, diagnoses (according to
system messages), and fault repair of the NEAX2400
CallCenterWorX-Enterprise ACD System.
APPENDIX A GLOSSARY This appendix gives explanations of ACD-related terms.
APPENDIX B
FIELD VALUES FOR ACD
SCREENS
This appendix gives descriptions of all data values entered into
MAT command screens when configuring and managing an
ACD system.
APPENDIX C
ACD SERVICE IN FUSION
NETWORK
This appendix gives descriptions of the ACD service activated
between two fusion nodes through Fusion link.