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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.
6
COMMANDS 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.
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