NEC SV8500 Owner's manual

FP85-104 S1
Data Programming Manual - ACD
NWA-041687-001
ISSUE 1.0

LIABILITY DISCLAIMER
NEC Infrontia Corporation reserves the right to change the specifica-
tions, functions, or features, at any time, without notice.
NEC Infrontia Corporation has prepared this document for use by its
employees and customers. The information contained herein is the
property of NEC Infrontia Corporation, and shall not be reproduced
without prior written approval from NEC Infrontia Corporation.
All brand names and product names on this document are trade-
marks or registered trademarks of their respective companies.
Copyright 2008
NEC Infrontia Corporation

TERMS-1
TERMS IN THIS MANUAL
System Name
In this manual, the following are used unless the types of the Telephony Server and the PBX need to be identified.
Note 1: UNIVERGE SV7000 Remote Node over IP is also included in the SV7000 series, which is migrated from
the existing IPX system. It is mentioned as “Remote Node over IP” or “the system” in this manual.
Note 2: In regard to China market, NEAX2400 IPX Internet Protocol eXchange has not been released but
NEAX2400 is released.
Note 3: In regard to China market, NEAX2000 IPS INTERNET PROTOCOL SERVER has not been released but
NEAX2000 is released.
TERMS USED IN THIS MANUAL SYSTEM NAMES
SV8500, the system UNIVERGE SV8500
SV7000, the system UNIVERGE SV7000 Note 1
IPX, 2400 IPX, NEAX 2400 IPX, the system NEAX2400 IPX Internet Protocol eXchange Note 2
IPS, 2000 IPS, NEAX 2000 IPS NEAX2000 IPS INTERNET PROTOCOL SERVER Note 3
NEAX IMX, IMX NEAX2400 IMX
NEAX7400 IMX
NEAX7400 ICS (IMX)
NEAX IVS2, IVS2NEAX2000 IVS2
NEAX2000 INTEGRATED VOICE SERVER
NEAX7400 ICS M100MX
NEAX IVS, IVS NEAX7400 ICS Model110
NEAX7400 ICS Model120
NEAX7400 ICS Model80VS
NEAX7400 ICS Model100

TERMS-2
Terminal Name
In this manual, the following terminals are mentioned as each common term unless these types need to be identified.
Note 4: This terminal provides users with all features currently available on DtermIP (Proprietary Protocol).
GENERIC TERMS USED IN THIS MANUAL TERMINAL NAMES
Desktop
Terminal
Digital terminal
Dterm Dterm Series E/Dterm 75
Dterm Series i
DT300 Series DT310
DT330
IP
Station
IP terminal
IP Enabled
Dterm
Dterm Series E/Dterm 75
with IP adapter Note 4
Dterm Series i with IP
adapter Note 4
DtermIP INASET Note 4
DtermIP DtermIP
(Proprietary Protocol)
Soft Phone
Soft Phone (Propri-
etary Protocol)
DtermSP20
DtermSP30
DtermSP30
(Proprietary Protocol)
SIP
terminal
Soft Phone (SIP) DtermSP30 (SIP)
Soft Client SP350
SIP Multiple Line terminal
DtermIP DtermIP (SIP)
DT700 Series
DT710
DT730
DT750
WLAN Handset (MH Series) MH250
Standard SIP terminal Third-party SIP terminal
PS PHS
PCS

TERMS-3
Media Gateway (MG), Media Converter (MC), and Voice Conference Server (VS) Names
In this manual, the following are mentioned as each common term unless these types need to be identified.
GENERIC TERMS USED IN THIS MANUAL EQUIPMENT NAMES
MG(PRI)
MG(PRI) Card [SCA-24PRIA]
MG(PRI) Box [MG-24PRIA]
MG(PRI) Card [SCA-30PRIA]
MG(PRI) Box [MG-30PRIA]
MG-PRI/MG-PRA
MG-T1(SIP) MG-T1(SIP) Card [SCA-24DTIA]
MG(BRI)
MG(BRI) Card [SCA-2BRIA]
MG(BRI) Box [MG-2BRIA]
MG-BRI
MG(SIP)
MG-SIP16
MG-SIP16 Card [SCA-16SIPMGA]
MG-SIP16 Box [MG-16SIPMGA]
MC&MG-COT
MCMG Card [SCA-4LC2COTA]
MCMG Box [MG-4LC2COTA]
MCMG Card [SCA-7COTA]
MC&MG-COT with PFT
MG-COT
MG-COT Card [SCA-6COTA]
MG-COT Card [SCA-6COTB]
MG-COT Card [SCA-6COTC]
Analog MC
Analog 2MC
8LC Card [SCA-8LCA]
8LC Card [SCA-8LCA-EMEA]
VS32
VS-32
VS-32(Dual) Card [SCA-VS32VA]
VS-32(Dual) Box [MG-VS32VA]

TERMS-4
General Terms
• Automatic Number Identification (ANI) on this manual is a term equivalent to Calling Line Identification
(CLI) in Australia.

PL- 1
PRODUCT LIABILITY
PRODUCT LIABILITY
1. USING THE EQUIPMENT SAFELY
The following safety information describes how to avoid injuries while working with the equipment and how to
prevent damage to the equipment. Learn the meaning of the following symbols and then read this section
carefully before using the equipment.
SYMBOL DESCRIPTION
DANGER
Incorrect use of the equipment may cause personal injury or death.
WARNING
Incorrect use of the equipment may cause personal injury or a serious
system fault.
ATTENTION
Incorrect use of the equipment may limit the system performance or
cause the system to fail.
The telephone system can only be used in NEC-designated countries.
If a system-down, malfunction, defect or external factor such as an electrical failure indirectly causes a loss of profit, the
company (or affiliates) will not be held responsible.
The goal is to produce a comprehensive and accurate manual. However, if errors or omissions are found in this manual,
please notify NEC Infrontia Corporation.
If the system requires installation or repair, contact the dealer or its service technician.
Carefully read all the manuals that relate to the system.

PL- 2
PRODUCT LIABILITY
2. SAFETY CONSIDERATIONS
The following describes the safety considerations that must be observed before using the system, the power-
related equipment and the peripheral equipment, such as consoles, the Main Distribution Frame (MDF),
telephones, PCs, printers, etc.
DANGER
If the system emits smoke or a burning, acrid odor, immediately turn off the system power.
Operating the system in this state might cause a fire, an electrical shock, or a system failure. After
turning off the power and confirming that the smoke has disappeared, contact the dealer.
If any equipment, such as the system, the main power source, a cabinet or peripheral equipment tips
over, turn off the power and contact the dealer.
If liquid reaches the inside of the system or the main power source, turn off the power. Operating
the system in this state might cause a fire, an electrical shock, or a system failure.
Do not touch the internal parts of the main power source to disassemble or configure it. This action
may cause a fire, an electrical shock or a system failure.
NEC Infrontia Corporation does not take any responsibility for disassembled or reconfigured
equipment.
Do not put any container objects (such as a vase or a cup) on the main power source or any
peripheral equipment. It might cause a fire, an electrical shock or a system failure.
Do not tamper with, modify, forcefully bend, forcefully remove or twist an electrical cord or any
wiring to or from the system, the main power source or any peripheral equipment. It might cause a
fire, an electrical shock, or a system failure. If the wiring is damaged, contact the dealer.
Correctly insert all of the electrical plugs into the electrical outlets. Before inserting a plug into an
electrical outlet, ensure that there is no dust on the plug’s blades. If there is dust on a blade, it might
cause a fire.
Do not use power other than the power that was designated for the system when it was installed.
PWR
dust
PWR

PL- 3
PRODUCT LIABILITY
DANGER
Do not attempt to repair or move the main power source without assistance from the dealer.
Do not put any metal or combustible objects into a vent of the system, the main power source, or
any peripheral equipment. Operating the system in this state might cause a fire, an electrical shock,
or a system failure. If this occurs, turn off the power and contact the dealer.
Be careful when using any peripheral equipment’s Liquid Crystal Display (LCD). If the liquid
leaks, it can be harmful to the user and to the system.
Before connecting any non-NEC, customer-provided equipment, check with the supplier to ensure
that the equipment is compatible. If the supplier cannot confirm the compatibility, do not connect
the equipment. Connecting incompatible equipment might cause a fire or an electrical shock.
WARNING
Do not place any object on the system or the main power source. If the object falls, it might cause
personal injury or damage to the equipment.
When removing a plug from an outlet, be sure to grip the plug, not the cord. Gripping the cord to
remove the plug could cause a fire or an electrical shock to occur.
If lightning causes a fault, contact the dealer.
Provide the appropriate temperature, humidity, and ventilation on an around-the-clock basis. For
example, at a height that is one meter (3.28 feet) above the floor, the temperature should be between
20° C and 25° C (68° F to 77° F) and the humidity should be approximately 50%.
PWR
?

PL- 4
PRODUCT LIABILITY
WARNING
Observe the following precautions when using any optional batteries:
• The system’s emergency back-up battery may be a rechargeable lead battery. Check the
emergency battery for an electrical failure.
• Battery acid (electrolyte) is extremely harmful to human skin and eyes. If battery acid
contacts skin, wash the affected area with soap and water. If battery acid contacts the eyes,
flush the eyes with water. In either event, seek medical attention. If there is battery acid on a
cloth, use water to wash the battery acid from the cloth.
• Do not intentionally short batteries. Do not put the battery near a fire or in a fire. Do not
disassemble the battery, drop it or knock it against another object.
• The battery’s life expectancy is affected by its environment. The normal battery life is
approximately three years. If the battery is used in an outdoor setting and is exposed to high
temperatures, its life expectancy drops to approximately one year.
• Perform periodic diagnostic tests and maintenance procedures on the emergency battery and
its terminals to ensure their readiness. If there is a power failure and the emergency battery is
not ready, then the system will not work. Additionally, a damaged or dead battery, or terminals
that need replacement might cause battery acid to leak, which might cause smoke or a fire.
The battery and terminals are periodic replacement parts (the cost is chargeable to the
customer). A service contract, with the supplier or service technician, to perform routine
maintenance for the battery is recommended.
Do not touch peripheral equipment with wet hands. Do not allow any liquid to touch any of the
peripheral equipment.
Do not touch the printer’s internal components when replacing disposables such as a cartridge or a
ribbon. Ensure that the printer is turned off and that it is not hot in order to prevent burns from any
accidental contact with the internal components.
Do not drop the peripheral equipment or knock it against another object. These actions might cause
an equipment failure.

PL- 5
PRODUCT LIABILITY
ATTENTION
Do not use benzine, thinner or alcohol for cleaning. When removing dust and dirt, put diluted, mild
detergent on a cloth and then wring out the cloth. Remove the dust and dirt with the cloth and then
wipe the cleaned area with a dry cloth.
Do not place any equipment in the following environments:
• Locations that are exposed to direct sunlight
• Locations where the moisture level exceeds the allowed level
• Locations where the equipment might be exposed to water, oil, and chemicals
• Locations with very low temperatures, such as in a walk-in cooler or freezer
• Locations that are exposed to Electromagnetic Interference (EMI) from devices such as
television sets and two-way radios
• Locations that receive illegal electric waves
The life expectancies of the system and the main power source will be shortened if placed in a
location that is affected by hydrogen sulfide or salt, such as a seaside area.
Thinner

PL- 6
This page is for your notes.

NWA-041687-001
ISSUE 1.0
JULY, 2008
UNIVERGE SV8500
Data Programming Manual - ACD
Page
– i –
CHAPTER 1 INTRODUCTION . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1
1. GENERAL . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1
1.1 Configuration of This Manual . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1
1.2 Related Reference Manuals . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2
1.3 Precaution on using the ACD features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .2
2. ABOUT RELEASE INFORMATION . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .3
3. STRUCTURE OF TELEPHONY SERVER . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4
3.1 General . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4
3.2 TP and SP for System Changeover . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .4
4. REGISTRATION DESTINATION OF IP DEVICES/STATIONS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5
5. LAN INTERFACE ACCOMMODATION . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7
5.1 LAN1 Accommodation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7
5.2 LAN2 Accommodation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
6. TRUNKING DIAGRAM . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11
CHAPTER 2 GENERAL INFORMATION . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13
1. GENERAL . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13
1.1 System Specifications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13
1.2 Glossary of Terms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13
2. SYSTEM SPECIFICATIONS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13
2.1 General . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13
2.2 Functional Outline . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14
2.3 System Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15
2.3.1 ACD System Capacity . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .17
2.4 MIS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19
2.5 Interface Between ACD and MIS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19
2.6 Equipment Related to ACD System . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .20
2.6.1 Agent Position . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20
2.6.2 Supervisory Position . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21
3. GLOSSARY OF TERMS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22
CHAPTER 3 INSTALLATION . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27
1. GENERAL . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27
2. PRECAUTIONS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27
2.1 Essential/Critical Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27
3. INSTALLATION PROCEDURES . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29
3.1 Peripheral Equipment Installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29
TABLE OF CONTENTS

– ii –
TABLE OF CONTENTS (CONTINUED)
Page
3.1.1 Installation of ACD Agent Position . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30
3.1.2 Installation of ACD Supervisory Position . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33
3.1.3 Installation of MIS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36
3.1.4 Installation of Emergency Recorder . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37
3.1.5 Installation of Announcement Machine . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38
3.1.6 Installation of IVR/Host . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39
4. SYSTEM START-UP PROCEDURE FOR ADDING ACD FEATURES . . . . . . . . . . . . . . . . . . . . . . . 41
CHAPTER 4 OFFICE DATA DESIGN . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43
1. GENERAL . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43
2. BASIC OFFICE DATA ASSIGNMENT . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .44
2.1 System Data Assignment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45
2.2 ACD Tenant Data Assignment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47
2.3 Split Data Assignment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48
2.4 Agent/Supervisory Position Data Assignment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50
2.5 ID Code Assignment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55
2.6 ACD Incoming Route Assignment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .56
2.7 Call Control Vectors (CCV) Assignment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .57
2.8 ACD Schedule Data Assignment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .64
2.8.1 ACD Scheduling on a Tenant Number basis . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 64
2.8.2 ACD Scheduling on a Pilot Number basis . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 67
2.8.3 ACD Scheduling for the type of reception services . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 74
2.9 Announcement (Delay/Night/Holiday) Data Assignment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 82
2.10 VS-32 ACD Announcement . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 88
2.11 Monitor Number Assignment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 91
2.12 Back-up UCD . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 92
2.13 ACD FCCS Data Assignment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 93
2.13.1 ACD Trunk for FCCS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 96
2.13.2 Multiple ACDPs in an FCCS Network . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 98
2.14 ACDP Automatic Logoff . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 110
3. ACD SERVICE FEATURE . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 112
CHAPTER 5 ACD SERVICE FEATURES FUNCTIONAL TEST PROCEDURES . . . . . . . . . . . . . . . . . . . . 259
NAP-215-101 ACD Incoming . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 262
NAP-215-102 Call Distribution to Agents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 264
NAP-215-103 Priority Processing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 266
NAP-215-104 Automatic Call Distribution . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 268
NAP-215-105 Delay Announcement . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 270
NAP-215-106 Center Closed Announcement . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 271
NAP-215-107 Overflow . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 273
NAP-215-108 Emergency Recorder . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 275
NAP-215-109 After Call Work (Manual) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 277
NAP-215-110 After Call Work (Automatic) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 279
NAP-215-111 Assistance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 281
NAP-215-112 Break Mode . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 282
NAP-215-113 Monitoring–ACD Supervisor . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 283
NAP-215-114 Night Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 285

– iii –
TABLE OF CONTENTS (CONTINUED)
Page
NAP-215-115 Abandoned Call Search . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 287
NAP-215-116 Trunk Trouble Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 288
CHAPTER 6 COMMANDS AND JOB SPECIFICATIONS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 289
1. GENERAL . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 289
2. ACD COMMANDS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 289
2.1 Command Relationships . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 290
ACDTN : Assignment of ACD Tenant Data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 291
ACDSPL : Assignment of ACD Split Data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 295
ACDLOG : Assignment of ACD Receiver ID Code . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 302
ACDPSN : Assignment of ACD Position Data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 305
ACDCCV : Assignment of ACD CCV Data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 310
ACDPLT : Assignment of ACD Monitor Number . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 319
ACDTG : Assignment of ACD Trunk Group Data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 322
ACDANA : Assignment of ACD Analog Split Access Code . . . . . . . . . . . . . . . . . . . . . . . . . . . 324
ACDIVR : Assignment of ACD IVR Data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 328
ACDHS : Assignment of ACD Holiday Schedule . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 330
ACDHSP : Assignment of ACD Holiday Schedule for Pilot Number . . . . . . . . . . . . . . . . . . . . . 333
ACDHSE : Assignment of ACD Holiday Schedule for type of reception services . . . . . . . . . . . 335
ACDHC : Assignment of ACD Holiday Calendar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 337
ACDHCP : Assignment of ACD Holiday Calendar for Pilot Number . . . . . . . . . . . . . . . . . . . . . 340
ACDHCE : Assignment of ACD Holiday Calendar for type of reception services . . . . . . . . . . . 342
ACDWS : Assignment of ACD Week Schedule . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 344
ACDIZ : Internal ACDP Initialization Control . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 347
CHAPTER 7 SYSTEM OPERATIONS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 349
1. GENERAL . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 349
2. OPERATION OF Dterm AGENT POSITION/SUPERVISORY POSITION . . . . . . . . . . . . . . . . . . . . . 350
2.1 Log On/Log Off . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 350
2.2 Answer Mode . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 352
2.3 Work Mode . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 353
2.4 Break Mode . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 354
2.5 Tally Count . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 355
2.6 Trunk Trouble Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 355
2.7 Call Transfer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 356
2.8 Night Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 356
2.9 Assistance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 357
2.10 Emergency/Recorder . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 357
2.11 Monitoring/Supervisory Override . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 358
3. ACD SYSTEM RESTART PROCESSING . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 359
CHAPTER 8 SYSTEM MAINTENANCE . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 361
1. GENERAL . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 361
2. MAINTENANCE . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 362
2.1 Daily Maintenance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 362
2.1.1 The Relationship between System Messages and Lamp Indications . . . . . . . . . . . . . . . . 362

– iv –
3. SYSTEM MESSAGES . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 363
3.1 System Messages and Their Meanings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 363
3.2 Message Detail Data . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 364
3.2.1 Message Detail Data of System Message “4-R” . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 364
3.2.2 Message Detail Data of System Message “5-Q” . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 365
3.2.3 Message Detail Data of System Message “6-H” . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 366
3.2.4 Message Detail Data of System Message “26-V” . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 374
3.2.5 Message Detail Data of System Message "26-Y" . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 375
3.2.6 Message Detail Data of System Message "26-Z" . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 376
4. FAULT DIAGNOSTICS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 377
4.1 Fault Information and Fault Diagnostics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 377
4.2 Diagnostics from System Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 378
4.2.1 TCP/IP Link Failure . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 379
5. FAULT RECOVERY PROCEDURE . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 381
5.1 Before Starting Fault Recovery . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 381
5.2 ACD System Fault Recovery Procedures . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 381
5.3 MIS Fault Recovery Procedures . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 382
APPENDIX A GLOSSARY . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . APP-1
APPENDIX B FIELD VALUES FOR ACD SCREENS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . APP-3

– 1 –
CHAPTER 1 INTRODUCTION
CHAPTER 1 INTRODUCTION
1. GENERAL
This manual describes the system outline and procedures of installation/installation tests, operations, mainte-
nance and data assignment of the ACD (Automatic Call Distribution) System.
1.1 Configuration of This Manual
The configuration of this manual is shown in Table 1-1.
Table 1-1 Configuration of this Manual
CHAPTER TITLE CONTENTS
2 GENERAL INFORMATION This chapter explains the concept, function and configuration of the
ACD System.
3INSTALLATION This chapter explains the procedures of installation and or installa-
tion tests of the ACD System.
4 OFFICE DATA DESIGN This chapter explains the office data design divided into the
basic ACD data and each ACD features.
5
ACD SERVICE FEATURES
FUNCTIONAL TEST PROCE-
DURES
This chapter explains the test procedure of each ACD service feature.
6COMMANDS AND JOB
SPECIFICATIONS
This chapter explains the commands used in the ACD System. It in-
cludes sample programming sheets that may be copied and used to
help configure a system.
7 SYSTEM OPERATIONS This chapter explains the operating methods of Agent/Supervisory
Position; and explains the restart processing of the ACD System.
8 SYSTEM MAINTENANCE This chapter explains the maintenance, diagnoses (according to sys-
tem messages), and fault repair of the 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
PCPro command screens when configuring and managing an ACD
system.
APPENDIX C ACD SERVICE IN FCCS NET-
WORK
This appendix gives descriptions of the ACD service activated be-
tween two FCCS nodes through FCCS link.

– 2 –
CHAPTER 1 INTRODUCTION
1.2 Related Reference Manuals
For maintenance to be performed on the ACD System, there are the operations pertaining to ACD functions and
those pertaining to the Telephony Server itself. Since this manual explains only the operations pertaining to
ACD functions, related reference manuals explaining the procedures of the Telephony Server must be used to-
gether with this manual when performing maintenance on the ACD System as a whole.
Such reference manuals and their relation with this manual are shown in Table 1-2.
1.3 Precaution on using the ACD features
CAUTION: The use of a monitoring, recording or listening devices to eavesdrop, monitor or record telephone
conversations or other sound activities, whether or not contemporaneous with its transmission, may be illegal in
certain circumstances under federal or state laws. Legal advice should be sought prior to implementing any prac-
tice that monitors or records any telephone conversation. Some federal and state laws require some form of no-
tification to all parties to the telephone conversation, such as using a beep tone or other notification methods or
require the consent of all parties to the telephone conversation, prior to monitoring or recording a telephone con-
versation. Some of these laws incorporate strict penalties.
Table 1-2 Related Reference Manuals
MANUAL NAME RELATION TO THIS MANUAL
Installation Manual
When performing installation/installation tests, use the manuals named in
conjunction with CHAPTER 2: GENERAL INFORMATION and CHAPTER
3: INSTALLATION located in this manual
Operations and Maintenance Manual
Maintenance operations can be performed by referring to the manual listed in
addition to CHAPTER 7: SYSTEM OPERATIONS and CHAPTER 8: SYS-
TEM MAINTENANCE in this manual.
Data Programming Sheets
Refer to CHAPTER 6: COMMANDS AND JOB SPECIFICATIONS in this
manual, and the manual listed when programming the office data other than
ACD system.

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

– 4 –
CHAPTER 1 INTRODUCTION
3. STRUCTURE OF TELEPHONY SERVER
3.1 General
This section explains the structure of Telephony Server, mainly about processors it has. Telephony Server has
TP and SP as processors on its CPU. Both TP and SP work together to provide various features. The following
are general description of TP and SP.
•TP: Telephony Processor, supports all the features provided in the system.
•SP: Signaling Processor, works as SIP server that handles call control signals using Session Initiation
Protocol (SIP). SP consists of two parts - one for SIP terminals using a particular feature called
SIP TERMINAL ACCOMMODATION [S-146] (hereinafter called “SP (for SIP terminal)”), and
the other for other devices/stations using SP (hereinafter called “SP (MPH)”).
Note: Each of IP devices/stations communicates with either of them (TP/SP) as registration destination. For in-
formation about it, refer to “REGISTRATION DESTINATION OF IP DEVICES/STATIONS”.
3.2 TP and SP for System Changeover
In dual configuration, each processor may stay in active (ACT) or stand-by (STBY) state. ACT-side processors
handle each operation while STBY-side processors prepare for system changeover. Their states change when
system changeover is performed. The relationship between system changeover and the state of each processor
(TP/SP) is described below.
•TP: changes its state (ACT/STBY) according to the state of the system to which the TP belongs.
•SP: operates differently between two parts of SP.
• SP (for SIP terminal) Note 1: operates simultaneously with ACT-side TP.
• SP (MPH): is always in ACT (changeover is not executed).
Note 1: “SIP terminal” here refers to ones using SIP TERMINAL ACCOMMODATION [S-146] feature. For in-
formation about this feature, refer to the Data Programming Manual - Business.
TP
SP
Note 1
(for SIP Terminal) (MPH)
SP
System #1 (STBY)
TP
TP
System #1 (ACT)
System #0 (ACT) System #0 (STBY)
TP
ACT
System
Changeover
STBY
SP
Note 1
(for SIP Terminal)
SP
Note 1
(for SIP Terminal)
SP
Note 1
(for SIP Terminal)
(MPH)
SP
(MPH)
SP
(MPH)
SP