Reach Telecom IP101 Spécifications

NDA-24213ISSUE 3STOCK # 151947CallCenterWorXSystem ManualMARCH, 2000NEC America, Inc.®

LIST OF FIGURES (CONTINUED)Figure Title PageLIST OF FIGURES NDA-24213 Page viii Issue 3.0Figure 6-21 Setup Finish - Server and MAT Client ...

CHAPTER 7 NDA-24213Page 86 Issue 3.0ACD Menu CommandsOptions Menu4. Options Menu• The Workbook / Toggle Icons option allows the choice of showing

NDA-24213 CHAPTER 7 Page 87Issue 3.0ACD Menu CommandsMAT Menu5. MAT Menu5.1 Menu CommandsThe commands used for the Maintenance Administration Ter

CHAPTER 7 NDA-24213Page 88 Issue 3.0ACD Menu CommandsMAT MenuFigure 7-10 Sample Data Entry Screen5.2 Data Screen Buttons• The top button reflec

NDA-24213 CHAPTER 7 Page 89Issue 3.0ACD Menu CommandsMAT Menu5.3 Information ChoicesThe choices shown in the drop-down boxes in the data screen s

CHAPTER 7 NDA-24213Page 90 Issue 3.0ACD Menu CommandsReport Menu6. Report MenuThe first options available on the Report Menu are:•Save to Text Fi

NDA-24213 CHAPTER 7 Page 91Issue 3.0ACD Menu CommandsReport MenuPressing the List button opens the Data Report screen.Figure 7-12 Sample Data E

CHAPTER 7 NDA-24213Page 92 Issue 3.0ACD Menu CommandsReport MenuFigure 7-13 Sample Report Print Preview ScreenThe Print Preview screen shown in

NDA-24213 CHAPTER 7 Page 93Issue 3.0ACD Menu CommandsWindow Menu7. Window MenuCascade • Places all open dialogs on top of each other in a cascadi

CHAPTER 7 NDA-24213Page 94 Issue 3.0ACD Menu CommandsHelp MenuThis page is for your notes.

NDA-24213 CHAPTER 8 Page 95Issue 3.0MIS Menu CommandsFile MenuCHAPTER 8 MIS Menu Commands1. File MenuFigure 8-1 File MenuThe following commands

LIST OF FIGURES (CONTINUED)Figure Title PageNDA-24213 LIST OF FIGURES Page ixIssue 3.0Figure 8-20 Split Assignment Window ...

CHAPTER 8 NDA-24213Page 96 Issue 3.0MIS Menu CommandsEdit Menu2. Edit MenuThe Edit menu contains commands for many of the icons on the console Too

NDA-24213 CHAPTER 8 Page 97Issue 3.0MIS Menu CommandsAdministration Menu3. Administration MenuThe commands under this menu are Change Password and

CHAPTER 8 NDA-24213Page 98 Issue 3.0MIS Menu CommandsConfiguration Menu4. Configuration MenuFigure 8-9 Configuration Menu ScreenThe Configuratio

NDA-24213 CHAPTER 8 Page 99Issue 3.0MIS Menu CommandsConfiguration Menu4.1 System ParametersThere are several kinds of configuration data used in

CHAPTER 8 NDA-24213Page 100 Issue 3.0MIS Menu CommandsConfiguration Menu4.3 Configuring Communication TypeBefore you can run CallCenterWorX MIS yo

NDA-24213 CHAPTER 8 Page 101Issue 3.0MIS Menu CommandsConfiguration Menu•TCP/IP (Transmission Control Protocol/Internet Protocol) is a set of prot

CHAPTER 8 NDA-24213Page 102 Issue 3.0MIS Menu CommandsConfiguration Menu4.4 Agent AssignmentsThe Agent Assignment window under the Configuration m

NDA-24213 CHAPTER 8 Page 103Issue 3.0MIS Menu CommandsConfiguration Menu Figure 8-14 Edit Add Record SelectionFrom the Edit menu of the Agent As

CHAPTER 8 NDA-24213Page 104 Issue 3.0MIS Menu CommandsConfiguration Menu4.5 Agent Group AssignmentsAgent Groups are collections of agents grouped

NDA-24213 CHAPTER 8 Page 105Issue 3.0MIS Menu CommandsConfiguration Menu4.6 Break Type AssignmentsFigure 8-17 Break Type Assignment WindowThe AC

LIST OF FIGURES (CONTINUED)Figure Title PageLIST OF FIGURES NDA-24213 Page x Issue 3.0Figure 8-62 Split Abandon Delay Report ...

CHAPTER 8 NDA-24213Page 106 Issue 3.0MIS Menu CommandsConfiguration Menu4.7 Pilot AssignmentFigure 8-18 Pilot Assignment ScreenThis screen lists

NDA-24213 CHAPTER 8 Page 107Issue 3.0MIS Menu CommandsConfiguration Menu4.8 Position AssignmentsPosition Numbers are assigned in the ACD and deter

CHAPTER 8 NDA-24213Page 108 Issue 3.0MIS Menu CommandsConfiguration Menu4.9 Split AssignmentsThe Split Assignment window (Figure 8-20) under the C

NDA-24213 CHAPTER 8 Page 109Issue 3.0MIS Menu CommandsConfiguration MenuFigure 8-20 Split Assignment WindowSee Chapter 2, Heading 8, “Multi-tena

CHAPTER 8 NDA-24213Page 110 Issue 3.0MIS Menu CommandsConfiguration Menu4.10 Tally Code AssignmentsFigure 8-21 Tally Name Assignment WindowThe T

NDA-24213 CHAPTER 8 Page 111Issue 3.0MIS Menu CommandsConfiguration Menu4.11 System Name AssignmentFigure 8-22 System Name Assignment WindowThe

CHAPTER 8 NDA-24213Page 112 Issue 3.0MIS Menu CommandsConfiguration Menu4.12 Trunk AssignmentsThe Trunk Allocation window displays the Trunk Group

NDA-24213 CHAPTER 8 Page 113Issue 3.0MIS Menu CommandsConfiguration Menu4.13 Wallboard Message SetsCallCenterWorX MIS can display real-time statis

CHAPTER 8 NDA-24213Page 114 Issue 3.0MIS Menu CommandsConfiguration MenuThe Wallboard Message Sets window is accessed from the Configuration menu.

NDA-24213 CHAPTER 8 Page 115Issue 3.0MIS Menu CommandsConfiguration Menu4.14 Constructing Message SetsMessage Sets are constructed in the Message

LIST OF FIGURES (CONTINUED)Figure Title PageNDA-24213 LIST OF FIGURES Page xiIssue 3.0Figure 10-5 Select Tenants Window ...

CHAPTER 8 NDA-24213Page 116 Issue 3.0MIS Menu CommandsConfiguration Menu4.15 Scheduling Message SetsThe Schedule Wallboard Message Sets screen (Fi

NDA-24213 CHAPTER 8 Page 117Issue 3.0MIS Menu CommandsConfiguration Menu4.16 View Database LimitsThe Configuration menu contains the View Database

CHAPTER 8 NDA-24213Page 118 Issue 3.0MIS Menu CommandsStatus Screens Menu5. Status Screens MenuThe MIS Status Screens (also referred to as Real-ti

NDA-24213 CHAPTER 8 Page 119Issue 3.0MIS Menu CommandsStatus Screens Menu5.1 Split Status Figure 8-30 Split Status Screen MenuThe Split Status m

CHAPTER 8 NDA-24213Page 120 Issue 3.0MIS Menu CommandsStatus Screens MenuThe first option on the submenu is All Split Statistics. Choosing this se

NDA-24213 CHAPTER 8 Page 121Issue 3.0MIS Menu CommandsStatus Screens Menu5.1.1 Daily StatisticsThis screen displays activity since midnight in eit

CHAPTER 8 NDA-24213Page 122 Issue 3.0MIS Menu CommandsStatus Screens Menu5.1.2 Hourly StatisticsThis screen displays activity since the beginning

NDA-24213 CHAPTER 8 Page 123Issue 3.0MIS Menu CommandsStatus Screens Menu5.1.3 Agent Summary StatisticsThe Split Agent Summary Statistics screen s

CHAPTER 8 NDA-24213Page 124 Issue 3.0MIS Menu CommandsStatus Screens Menu5.1.4 Agent Detail StatisticsThis screen displays a list of individual ag

NDA-24213 CHAPTER 8 Page 125Issue 3.0MIS Menu CommandsStatus Screens Menu5.1.5 Queue StatisticsThis report displays activity in three possible typ

LIST OF TABLESTable Title PageLIST OF TABLES NDA-24213 Page xii Issue 3.0Table 1-1 System Capacities ...

CHAPTER 8 NDA-24213Page 126 Issue 3.0MIS Menu CommandsStatus Screens Menu5.1.5.2 Agent Personal QueueEach agent has a queue for calls that are dir

NDA-24213 CHAPTER 8 Page 127Issue 3.0MIS Menu CommandsStatus Screens Menu5.2 System Status Figure 8-37 System Status Screen MenuThe System Statu

CHAPTER 8 NDA-24213Page 128 Issue 3.0MIS Menu CommandsStatus Screens Menu5.2.1 Daily StatisticsThis screen displays activity in the system since m

NDA-24213 CHAPTER 8 Page 129Issue 3.0MIS Menu CommandsStatus Screens Menu5.2.2 Hourly StatisticsFigure 8-39 System Hourly Statistics - Text Form

CHAPTER 8 NDA-24213Page 130 Issue 3.0MIS Menu CommandsStatus Screens Menu5.2.3 Agent Summary StatisticsFigure 8-40 System Agent Summary Statisti

NDA-24213 CHAPTER 8 Page 131Issue 3.0MIS Menu CommandsStatus Screens Menu5.2.4 Split Detail StatisticsFigure 8-41 Split Detail Statistics Screen

CHAPTER 8 NDA-24213Page 132 Issue 3.0MIS Menu CommandsStatus Screens Menu5.2.5 System Queue Statistics Figure 8-42 System Queue Statistics Scree

NDA-24213 CHAPTER 8 Page 133Issue 3.0MIS Menu CommandsStatus Screens MenuFigure 8-43 System Queue Statistics Screen - Graph Format

CHAPTER 8 NDA-24213Page 134 Issue 3.0MIS Menu CommandsStatus Screens Menu5.3 Modify IntervalsThe statistics in the Status Screens may be updated a

NDA-24213 CHAPTER 8 Page 135Issue 3.0MIS Menu CommandsReports Menu6. Reports MenuFigure 8-45 Reports Menu ScreenA wide range of reports is avail

NDA-24213Page 1Issue 3.0OverviewChapter 1 CallCenterWorX OverviewDescribes the functions of the application, the features and enhancements of its s

CHAPTER 8 NDA-24213Page 136 Issue 3.0MIS Menu CommandsReports Menu6.1 Agent ReportsFigure 8-46 Agent Reports MenuThe Agent Reports Menu includes

NDA-24213 CHAPTER 8 Page 137Issue 3.0MIS Menu CommandsReports Menu6.1.1 Agent Summary Report Figure 8-47 Agent Summary Report - All AgentsThe Ag

CHAPTER 8 NDA-24213Page 138 Issue 3.0MIS Menu CommandsReports Menu6.1.2 Agent ACD Detail ReportFigure 8-48 Agent ACD Detail Report - Personal Qu

NDA-24213 CHAPTER 8 Page 139Issue 3.0MIS Menu CommandsReports Menu6.1.3 Agent PBX Detail ReportFigure 8-49 Agent PBX Detail Report - Single Agen

CHAPTER 8 NDA-24213Page 140 Issue 3.0MIS Menu CommandsReports Menu6.1.4 Agent Staffing ReportFigure 8-50 Agent Staffing Report - Single AgentThe

NDA-24213 CHAPTER 8 Page 141Issue 3.0MIS Menu CommandsReports Menu6.1.5 Agent Break ReportFigure 8-51 Agent Break Report - All AgentsThe Agent B

CHAPTER 8 NDA-24213Page 142 Issue 3.0MIS Menu CommandsReports Menu6.2 Agent Group ReportsFigure 8-52 Agent Group ReportAn Agent Group is a colle

NDA-24213 CHAPTER 8 Page 143Issue 3.0MIS Menu CommandsReports MenuFigure 8-53 Agent Group Summary Report ScreenThe Agent Group in the above Summ

CHAPTER 8 NDA-24213Page 144 Issue 3.0MIS Menu CommandsReports Menu6.3 Split ReportsFigure 8-54 Split Reports MenuThe Split Reports show split ac

NDA-24213 CHAPTER 8 Page 145Issue 3.0MIS Menu CommandsReports Menu6.3.1 Split Summary ReportFigure 8-55 Split Summary ReportThe Split Summary Re

NDA-24213Page 2Issue 3.0This page is for your notes.

CHAPTER 8 NDA-24213Page 146 Issue 3.0MIS Menu CommandsReports Menu6.3.2 Split Traffic ReportFigure 8-56 Split Traffic ReportThe Split Traffic Re

NDA-24213 CHAPTER 8 Page 147Issue 3.0MIS Menu CommandsReports Menu6.3.3 Split Profile ReportFigure 8-57 Split Profile ReportThe Split Profile Re

CHAPTER 8 NDA-24213Page 148 Issue 3.0MIS Menu CommandsReports Menu6.3.4 Split Staffing ReportFigure 8-58 Split Staffing ReportThe Split Staffing

NDA-24213 CHAPTER 8 Page 149Issue 3.0MIS Menu CommandsReports MenuFigure 8-59 Split Staffing Report - Graph FormatOther aspects of split activit

CHAPTER 8 NDA-24213Page 150 Issue 3.0MIS Menu CommandsReports Menu6.3.5 Split Break ReportFigure 8-60 Split Break Report - Single SplitThe Split

NDA-24213 CHAPTER 8 Page 151Issue 3.0MIS Menu CommandsReports Menu6.3.6 Split Answer Delay ReportFigure 8-61 Split Answer Delay Report - Single

CHAPTER 8 NDA-24213Page 152 Issue 3.0MIS Menu CommandsReports Menu6.3.7 Split Abandon Delay ReportFigure 8-62 Split Abandon Delay ReportThe Spli

NDA-24213 CHAPTER 8 Page 153Issue 3.0MIS Menu CommandsReports Menu6.4 Pilot ReportsFigure 8-63 Pilot Report MenuThe Pilot Report provides an ana

CHAPTER 8 NDA-24213Page 154 Issue 3.0MIS Menu CommandsReports MenuFigure 8-64 Pilot Summary ReportTraffic on any pilot number can be analyzed fo

NDA-24213 CHAPTER 8 Page 155Issue 3.0MIS Menu CommandsReports Menu6.5 Trunk Group ReportsFigure 8-65 Trunk Group Report MenuTrunk Group Reports

NDA-24213 CHAPTER 1Page 3Issue 3.0CallCenterWorX OverviewGeneral DescriptionCHAPTER 1 CallCenterWorX Overview1. General DescriptionA call center often

CHAPTER 8 NDA-24213Page 156 Issue 3.0MIS Menu CommandsReports Menu6.5.1 Trunk Group Call Volume ReportFigure 8-66 Trunk Group Call Volume Report

NDA-24213 CHAPTER 8 Page 157Issue 3.0MIS Menu CommandsReports Menu6.5.2 Trunk Group Answer Delay ReportFigure 8-67 Trunk Group Answer Delay Repo

CHAPTER 8 NDA-24213Page 158 Issue 3.0MIS Menu CommandsReports Menu6.5.3 Trunk Group Abandon Delay ReportFigure 8-68 Trunk Group Abandon Delay Re

NDA-24213 CHAPTER 8 Page 159Issue 3.0MIS Menu CommandsReports Menu6.5.4 Trunk Group Trunk Circuit ReportFigure 8-69 Trunk Group Trunk Circuit Re

CHAPTER 8 NDA-24213Page 160 Issue 3.0MIS Menu CommandsReports Menu6.6 Tally Code ReportsFigure 8-70 Tally Code Reports MenuTally Codes entered b

NDA-24213 CHAPTER 8 Page 161Issue 3.0MIS Menu CommandsReports Menu6.6.1 Tally Code Summary Report by SplitFigure 8-71 Tally Code Summary - Split

CHAPTER 8 NDA-24213Page 162 Issue 3.0MIS Menu CommandsReports Menu6.6.2 Tally Code Summary Report by PilotFigure 8-72 Tally Code Summary - Pilot

NDA-24213 CHAPTER 8 Page 163Issue 3.0MIS Menu CommandsReports Menu6.7 Report SchedulerFigure 8-73 Report Scheduler ScreenCallCenterWorX allows y

CHAPTER 8 NDA-24213Page 164 Issue 3.0MIS Menu CommandsView Menu7. View MenuThe View menu allows the Toolbar and the Status bar to be visible (if c

NDA-24213 CHAPTER 8 Page 165Issue 3.0MIS Menu CommandsHelp Menu8. Help MenuFigure 8-76 Help Menu CommandsSelecting the Help Topics option opens

CHAPTER 1 NDA-24213Page 4Issue 3.0CallCenterWorX OverviewCallCenterWorX ACD 2.0 Features and Enhancements2. CallCenterWorX ACD 2.0 Features and Enhanc

CHAPTER 8 NDA-24213Page 166 Issue 3.0MIS Menu CommandsHelp MenuThis page is for your notes.

NDA-24213 Page 167Issue 3.0ProceduresChapter 9 ACD ProceduresContains procedures for programming the ACD MAT system.Chapter 10 MIS ProceduresConta

NDA-24213Page 168 Issue 3.0This page is for your notes.

NDA-24213 CHAPTER 9 Page 169Issue 3.0ACD ProceduresMethod of ProgrammingCHAPTER 9 ACD Procedures1. Method of Programming1.1 Entering DataData is

CHAPTER 9 NDA-24213Page 170 Issue 3.0ACD ProceduresOrder of programming2. Order of programmingBecause some commands depend on information having b

NDA-24213 CHAPTER 9 Page 171Issue 3.0ACD ProceduresTenant Data3. Tenant DataFigure 9-3 Tenant Data ScreenSTEP 1:Tenant Number (required)Using th

CHAPTER 9 NDA-24213Page 172 Issue 3.0ACD ProceduresTenant DataSTEP 7: Default LanguageFrom the drop-down menu, choose the language to be used ten

NDA-24213 CHAPTER 9 Page 173Issue 3.0ACD ProceduresSplit Data4. Split DataFigure 9-4 Split Data ScreenSTEP 1: After assigning the Tenant data, a

CHAPTER 9 NDA-24213Page 174 Issue 3.0ACD ProceduresSplit Data(b)Hot Split If used, all members of this split must be “automatic” agents. There can

NDA-24213 CHAPTER 9 Page 175Issue 3.0ACD ProceduresSplit Data(b) Agent Priority Queuing (required)• Check to require that agents are queued acc

NDA-24213 CHAPTER 1Page 5Issue 3.0CallCenterWorX OverviewCallCenterWorX MIS 2.0 Features and Enhancements3. CallCenterWorX MIS 2.0 Features and Enhanc

CHAPTER 9 NDA-24213Page 176 Issue 3.0ACD ProceduresSplit DataSTEP 8: Agent(a) Logoff Warning CriteriaThis feature enables a “Logoff Warning” to

NDA-24213 CHAPTER 9 Page 177Issue 3.0ACD ProceduresSplit Data(c) Auto Work on Dial Out (optional)Check to automatically put the agent into Work m

CHAPTER 9 NDA-24213Page 178 Issue 3.0ACD ProceduresLogon Data5. Logon DataFigure 9-5 Agent Logon Data ScreenSTEP 1: Logon(a) Tenant Number (re

NDA-24213 CHAPTER 9 Page 179Issue 3.0ACD ProceduresLogon Data(d) Agent Name (optional)Enter the name of the agent or supervisor associated with t

CHAPTER 9 NDA-24213Page 180 Issue 3.0ACD ProceduresLogon DataSTEP 3: Personal Numbers(a) Assist Request (optional)Enter a directory number (up t

NDA-24213 CHAPTER 9 Page 181Issue 3.0ACD ProceduresLogon Data(b) Step (optional)Use the up and down arrows to select the CCV Step number to use w

CHAPTER 9 NDA-24213Page 182 Issue 3.0ACD ProceduresPosition Data6. Position DataFigure 9-6 Position Data ScreenSTEP 1: Tenant Number (required)

NDA-24213 CHAPTER 9 Page 183Issue 3.0ACD ProceduresPosition DataSTEP 4: Split Assignment (required)(a) Any Split • Check to allow any split to w

CHAPTER 9 NDA-24213Page 184 Issue 3.0ACD ProceduresCall Control Vectors7. Call Control VectorsA detailed explanation of the Call Control Vectors p

NDA-24213 CHAPTER 9 Page 185Issue 3.0ACD ProceduresCall Control VectorsSTEP 3:Tenant Number Using the drop-down menu, choose the number (required)

LIABILITY DISCLAIMERNEC America, Inc. reserves the right to change the specifications, functions, or features,at any time, without notice.NEC America,

CHAPTER 1 NDA-24213Page 6Issue 3.0CallCenterWorX OverviewSystem Capacities4. System Capacities Table 1-1 System CapacitiesNote 1: See Chapter 2, Headi

CHAPTER 9 NDA-24213Page 186 Issue 3.0ACD ProceduresCall Control VectorsFigure 9-8 CCV Action Choices(b) ArgumentTab to the Argument field and e

NDA-24213 CHAPTER 9 Page 187Issue 3.0ACD ProceduresPilot Data8. Pilot DataFigure 9-9 Pilot Data ScreenSTEP 1: Prior to performing the Pilot Data

CHAPTER 9 NDA-24213Page 188 Issue 3.0ACD ProceduresPilot Data(2) Tab to the Step field and use the up and down arrows to choose the starting CCV

NDA-24213 CHAPTER 9 Page 189Issue 3.0ACD ProceduresTrunk Group Data9. Trunk Group DataFigure 9-10 Trunk Group Data ScreenSTEP 1: Tenant Number

CHAPTER 9 NDA-24213Page 190 Issue 3.0ACD ProceduresTrunk Group DataSTEP 5: Trunk Table Selection (required)There are four number pads for the sel

NDA-24213 CHAPTER 9 Page 191Issue 3.0ACD ProceduresIVR Data10. IVR DataFigure 9-12 IVR Data ScreenSTEP 1: Prior to entering the IVR Data:(a) Ass

CHAPTER 9 NDA-24213Page 192 Issue 3.0ACD ProceduresWeek Schedules11. Week SchedulesFigure 9-13 Week Schedules ScreenSTEP 1: Tenant NumberSelect

NDA-24213 CHAPTER 9 Page 193Issue 3.0ACD ProceduresWeek Schedules(b) TimeSelect a Start Time for the day selected in Step 4a. Click in the field

CHAPTER 9 NDA-24213Page 194 Issue 3.0ACD ProceduresHoliday Schedules12. Holiday SchedulesFigure 9-14 Holiday Schedules ScreenSTEP 1: Assign a W

NDA-24213 CHAPTER 9 Page 195Issue 3.0ACD ProceduresHoliday SchedulesSTEP 6: CCV StepSelect the Call Control Vector Step number (between 1 and 20)

NDA-24213 CHAPTER 1Page 7Issue 3.0CallCenterWorX OverviewOther Documentation5. Other DocumentationOther documentation available from NEC may offer hel

CHAPTER 9 NDA-24213Page 196 Issue 3.0ACD ProceduresHoliday Calendar13. Holiday CalendarFigure 9-15 Holiday Calendar ScreenSTEP 1: Tenant Number

NDA-24213 CHAPTER 9 Page 197Issue 3.0ACD ProceduresHoliday CalendarFigure 9-16 Schedule Number MenuSTEP 4: Repeat Steps 3(a) and 3(b) until all

CHAPTER 9 NDA-24213Page 198 Issue 3.0ACD ProceduresSystem Data14. System DataCAUTION: These settings should be modified with care as they alter th

NDA-24213 CHAPTER 9 Page 199Issue 3.0ACD ProceduresSystem DataSTEP 3: Display ‘ANI NONE’ (required)Values: Yes / No Default = NoThis field dete

CHAPTER 9 NDA-24213Page 200 Issue 3.0ACD ProceduresSystem DataSTEP 9: Orig Detail Codes (required)Values: Yes / No Default = NoThis field spec

NDA-24213 CHAPTER 9 Page 201Issue 3.0ACD ProceduresSystem Data(b) Index 1 (required)Values: 0 to 11 Default = 5This field determines the locat

CHAPTER 9 NDA-24213Page 202 Issue 3.0ACD ProceduresSystem DataCAUTION:Use extreme caution. Do not modify any of these settings except at the direc

NDA-24213 CHAPTER 9 Page 203Issue 3.0ACD ProceduresCommunication Data15. Communication DataNote:This command is primarily a utility service used b

CHAPTER 9 NDA-24213Page 204 Issue 3.0ACD ProceduresCommunication Data(e) PBX HealthcheckWhen this box is checked, a monitoring signal is sent and

NDA-24213 CHAPTER 9 Page 205Issue 3.0ACD ProceduresBackup Database16. Backup DatabaseFigure 9-20 Backup Database ScreenSTEP 1: Operation(a) Ba

CHAPTER 1 NDA-24213Page 8Issue 3.0CallCenterWorX OverviewOther DocumentationThis page is for your notes.

CHAPTER 9 NDA-24213Page 206 Issue 3.0ACD ProceduresBackup Database.Figure 9-21 Select Directory - Backup(b) File(1) Use the browse button (sho

NDA-24213 CHAPTER 9 Page 207Issue 3.0ACD ProceduresBackup DatabaseSTEP 4: ACD Database Summary(a) BackupThe date, hour, and minute of the curren

CHAPTER 9 NDA-24213Page 208 Issue 3.0ACD ProceduresTrace Settings17. Trace SettingsCAUTION:This feature should be used only at the direction of NE

NDA-24213 CHAPTER 10 Page 209Issue 3.0MIS ProceduresCallCenterWorX MIS Initial SetupCHAPTER 10 MIS Procedures1. CallCenterWorX MIS Initial SetupST

CHAPTER 10 NDA-24213Page 210 Issue 3.0MIS ProceduresCallCenterWorX MIS Initial SetupSTEP 2: The CallCenterWorX MIS–Setup window displays, as shown

NDA-24213 CHAPTER 10 Page 211Issue 3.0MIS ProceduresCallCenterWorX MIS Initial SetupSTEP 4: Click the Communication Type drop down menu and select

CHAPTER 10 NDA-24213Page 212 Issue 3.0MIS ProceduresCallCenterWorX MIS Initial Setup(a) Download NamesThis setting controls whether the names giv

NDA-24213 CHAPTER 10 Page 213Issue 3.0MIS ProceduresCallCenterWorX MIS Initial SetupSTEP 12: Click OK to save the setting. Go to Step 13.STEP 13:

CHAPTER 10 NDA-24213Page 214 Issue 3.0MIS ProceduresConfiguring the MIS2. Configuring the MISThere are several types of configuration data which a

NDA-24213 CHAPTER 10 Page 215Issue 3.0MIS ProceduresNaming Entities3. Naming EntitiesCallCenterWorX entities such as Tenant, Split, Trunk Group, P

NDA-24213Page 9Issue 3.0Installation and ConfigurationChapter 2 System RequirementsLists hardware, software, and information requirements for the most

CHAPTER 10 NDA-24213Page 216 Issue 3.0MIS ProceduresAgent Procedures4. Agent Procedures4.1 Adding an AgentThe Agent Assignment window is used to a

NDA-24213 CHAPTER 10 Page 217Issue 3.0MIS ProceduresAgent ProceduresSTEP 7: Choose one of the following:• Click OK to add the agent and close the

CHAPTER 10 NDA-24213Page 218 Issue 3.0MIS ProceduresAgent Group Name Assignment5. Agent Group Name AssignmentSTEP 1: Choose Agent Group Assignment

NDA-24213 CHAPTER 10 Page 219Issue 3.0MIS ProceduresPilot Assignment6. Pilot AssignmentSTEP 1: From the Configuration menu, select Pilot Assignmen

CHAPTER 10 NDA-24213Page 220 Issue 3.0MIS ProceduresPosition Assignment7. Position AssignmentThe CallCenterWorX ACD Position Data command sets up

NDA-24213 CHAPTER 10 Page 221Issue 3.0MIS ProceduresTally Code Assignment8. Tally Code AssignmentFigure 10-10 Tally Name Assignment WindowThe Ta

CHAPTER 10 NDA-24213Page 222 Issue 3.0MIS ProceduresSystem Name Assignment9. System Name AssignmentThe Configuration menu lists the System Name As

NDA-24213 CHAPTER 10 Page 223Issue 3.0MIS ProceduresTrunk Group Name Assignments10. Trunk Group Name AssignmentsThe Trunk Allocation window (Figur

CHAPTER 10 NDA-24213Page 224 Issue 3.0MIS ProceduresWall Display Board Assignments11. Wall Display Board Assignments11.1 Assigning Message SetsSTE

NDA-24213 CHAPTER 10 Page 225Issue 3.0MIS ProceduresWall Display Board AssignmentsFigure 10-14 Wallboard Message Set WindowSTEP 4: In the Messag

NDA-24213Page 10Issue 3.0This page is for your notes.

CHAPTER 10 NDA-24213Page 226 Issue 3.0MIS ProceduresWall Display Board AssignmentsSTEP 8: (Optional) Select Save to file and specify a destination

NDA-24213 CHAPTER 10 Page 227Issue 3.0MIS ProceduresWall Display Board Assignments11.2 Scheduling Message SetsThe Schedule Wallboard Message Sets

CHAPTER 10 NDA-24213Page 228 Issue 3.0MIS ProceduresReports12. ReportsCallCenterWorX MIS contains a set of statistical reports providing data to g

NDA-24213 CHAPTER 10 Page 229Issue 3.0MIS ProceduresReports12.2 Minor CategoriesEach major category (such as Agent Reports) has its own set of min

CHAPTER 10 NDA-24213Page 230 Issue 3.0MIS ProceduresReports12.3 Generating a ReportThe following sample procedure focuses on generating an Agent R

NDA-24213 CHAPTER 10 Page 231Issue 3.0MIS ProceduresReports• Click the Daily radio button to activate the Daily Duration box. Then go to Step 7.ST

CHAPTER 10 NDA-24213Page 232 Issue 3.0MIS ProceduresReportsSTEP 10: Click OK.The data will be retrieved from stored information, formatted into a

NDA-24213 CHAPTER 10 Page 233Issue 3.0MIS ProceduresReports12.3.2 Formatting a ReportA print preview capability lets you see the default layout of

CHAPTER 10 NDA-24213Page 234 Issue 3.0MIS ProceduresReports12.4 Scheduling and Printing a ReportCallCenterWorX allows you to schedule a report for

NDA-24213 CHAPTER 10 Page 235Issue 3.0MIS ProceduresReportsFigure 10-23 Add a Report WindowSTEP 4: Press Next>. The Report Duration window di

NDA-24213 CHAPTER 2Page 11Issue 3.0System RequirementsVariations in SetupCHAPTER 2 System Requirements1. Variations in SetupThe CallCenterWorX ACD Cli

CHAPTER 10 NDA-24213Page 236 Issue 3.0MIS ProceduresReportsSTEP 6: Press Next>. The Report Output Time window displays (see Figure 10-25).Figur

NDA-24213 CHAPTER 10 Page 237Issue 3.0MIS ProceduresReports12.5 Weekend Suppression of PrintingAn important question to consider is whether to sup

CHAPTER 10 NDA-24213Page 238 Issue 3.0MIS ProceduresReports12.6 Generating a Graph from a ReportOnce a report has been generated, it can be viewed

NDA-24213 CHAPTER 10 Page 239Issue 3.0MIS ProceduresReports12.8 Types of GraphsCallCenterWorX MIS can generate the following types of graphical re

CHAPTER 10 NDA-24213Page 240 Issue 3.0MIS ProceduresReports12.8.6 Horizontal Bar graph In a Horizontal Bar graph, the data values are indicated by

NDA-24213 CHAPTER 10 Page 241Issue 3.0MIS ProceduresReports12.8.10 Stacked Horizontal Bar graph In a Stacked Horizontal Bar graph, the bars for di

CHAPTER 10 NDA-24213Page 242 Issue 3.0MIS ProceduresReports12.8.14 Pie graph Pie graphs display a circle divided into “wedges”. A wedge is drawn f

NDA-24213 CHAPTER 10 Page 243Issue 3.0MIS ProceduresReports12.8.18 Strata Vertical Bar graph A Strata Vertical Bar graph is what might be called a

CHAPTER 10 NDA-24213Page 244 Issue 3.0MIS ProceduresReportsThis page is for your notes.

NDA-24213 Page 245Issue 3.0ReferenceChapter 11 CallCenterWorX Online HelpDescribes the ACD and MIS online Help systems and tells how to access and

CHAPTER 2 NDA-24213Page 12Issue 3.0System RequirementsACD Computer (Client or Server) With and Without MIS2. ACD Computer (Client or Server) With and

NDA-24213Page 246 Issue 3.0This page is for your notes.

NDA-24213 CHAPTER 11 Page 247Issue 3.0CallCenterWorX Online HelpOnline Help FeaturesCHAPTER 11 CallCenterWorX Online Help1. Online Help FeaturesCa

CHAPTER 11 NDA-24213Page 248 Issue 3.0CallCenterWorX Online HelpNavigating the Help System3. Navigating the Help SystemThe Help topics are grouped

NDA-24213 CHAPTER 11 Page 249Issue 3.0CallCenterWorX Online HelpNavigating the Help System3.2 Index TabThe Index tab (Figure 11-3) enables you to

CHAPTER 11 NDA-24213Page 250 Issue 3.0CallCenterWorX Online HelpNavigating the Help System3.3 Find TabThe Find tab (Figure 11-4) enables you to ru

NDA-24213 CHAPTER 11 Page 251Issue 3.0CallCenterWorX Online HelpPrinting Help Topics4. Printing Help TopicsCallCenterWorX Help is not available in

CHAPTER 11 NDA-24213Page 252 Issue 3.0CallCenterWorX Online HelpTipsThis page is for your notes.

NDA-24213 CHAPTER 12 Page 253Issue 3.0MIS Statistical Definitions and MethodsCHAPTER 12 MIS Statistical Definitions and Methods(Notations beneath d

CHAPTER 12 NDA-24213Page 254 Issue 3.0MIS Statistical Definitions and MethodsPercentage Work Time is the percentage of staffed time spent in the Wo

NDA-24213 CHAPTER 12 Page 255Issue 3.0MIS Statistical Definitions and MethodsTotal PBX Talk Time is the amount of time spent talking on incoming ca

NDA-24213 CHAPTER 2Page 13Issue 3.0System RequirementsACD Computer with MIS Using Remote MIS PC via TCP/IP3. ACD Computer with MIS Using Remote MIS PC

CHAPTER 12 NDA-24213Page 256Issue 3.0This page is for your notes.

NDA-24213 CHAPTER 13 Page 257Issue 3.0MIS Error MessagesCHAPTER 13 MIS Error MessagesThis chapter contains a list of possible error messages. Altho

CHAPTER 13 NDA-24213Page 258 Issue 3.0MIS Error MessagesAgent Group requested is not registeredThe Agent Group requested has not been assigned. Age

NDA-24213 CHAPTER 13 Page 259Issue 3.0MIS Error MessagesIn the parameter, illegal characters appearYou entered an invalid character during input (s

CHAPTER 13 NDA-24213Page 260 Issue 3.0MIS Error MessagesSplit requested is not registeredThe split number input specifies a split number that has n

NDA-24213 CHAPTER 13 Page 261Issue 3.0MIS Error MessagesTrunk Group No. not assignedCallCenterWorX MIS attempted to modify a Trunk Group which is n

CHAPTER 13 NDA-24213Page 262 Issue 3.0MIS Error MessagesThis page is for your notes.

NDA-24213 CHAPTER 14 Page 263Issue 3.0Terms and ConceptsCHAPTER 14 Terms and Concepts Term DefinitionAbandon Delay IntervalThe amount of time elap

CHAPTER 14 NDA-24213Page 264 Issue 3.0Terms and ConceptsAgent PositionA telephone set that is configured for use in handling ACD calls, with a num

NDA-24213 CHAPTER 14 Page 265Issue 3.0Terms and ConceptsConfiguration FieldsAllow on-the-spot program configuration changes in MIS. They are displ

CHAPTER 2 NDA-24213Page 14Issue 3.0System RequirementsACD Computer with MIS Using Remote MIS PC via RS-232 Serial Connection4. ACD Computer with MIS U

CHAPTER 14 NDA-24213Page 266 Issue 3.0Terms and ConceptsInternet Protocol (IP)A standard describing software that keeps track of the internetwork

NDA-24213 CHAPTER 14 Page 267Issue 3.0Terms and ConceptsMulti-split AgentMode which allows an agent to function in more than one split. An agent m

CHAPTER 14 NDA-24213Page 268 Issue 3.0Terms and ConceptsReal-time ScreenA display which reflects the activity of the call center on an up-to-the-s

NDA-24213 CHAPTER 14 Page 269Issue 3.0Terms and ConceptsNote 1:Some statistical terminology is defined in Chapter 12, “MIS Statistical Definitions

CHAPTER 14 NDA-24213Page 270 Issue 3.0Terms and ConceptsThis page is for your notes.

NDA-24213 CHAPTER 2Page 15Issue 3.0System RequirementsRemote MIS PC Using TCP/IP5. Remote MIS PC Using TCP/IPThe following hardware, software, and inf

NDA-24213ISSUE 3 MARCH 2000NEAX2000 IVSCallCenterWorX System ManualTABLE OF CONTENTSPageNDA-24213 TABLE OF CONTENTS Page iIssue 3.0OverviewC

CHAPTER 2 NDA-24213Page 16Issue 3.0System RequirementsRemote MIS PC Using RS-2326. Remote MIS PC Using RS-232The following hardware, software, and inf

NDA-24213 CHAPTER 2Page 17Issue 3.0System RequirementsCallCenterWorX MIS PC Support7. CallCenterWorX MIS PC Support7.1 Multiple MIS PCsCallCenterWorX

CHAPTER 2 NDA-24213Page 18Issue 3.0System RequirementsMulti-tenant MIS Considerations—Split Numbering8. Multi-tenant MIS Considerations—Split Numberin

NDA-24213 CHAPTER 3Page 19Issue 3.0Connection DrawingsInstalling the PN-CC00 and the PN-AP01CHAPTER 3 Connection DrawingsFigure 3-1 PN-CC00 Connecti

CHAPTER 3 NDA-24213Page 20Issue 3.0Connection DrawingsInstalling the PN-CC01 and the PN-AP012. Installing the PN-CC01 and the PN-AP01Figure 3-3 PN-C

NDA-24213 CHAPTER 3Page 21Issue 3.0Connection DrawingsPN-CC00 Connecting Through a Hub3. PN-CC00 Connecting Through a HubFigure 3-4 PN-CC00 Connecti

CHAPTER 3 NDA-24213Page 22Issue 3.0Connection DrawingsPN-CC01 Connecting Through a Hub4. PN-CC01 Connecting Through a HubFigure 3-6 PN-CC01 Connecti

NDA-24213 CHAPTER 3Page 23Issue 3.0Connection DrawingsPN-CC00 Connection for ACD Computer to Remote MIS PC Serially5. PN-CC00 Connection for ACD Compu

CHAPTER 3 NDA-24213Page 24Issue 3.0Connection DrawingsPN-CC01 Connection for ACD Computer to Remote MIS PC Serially6. PN-CC01 Connection for ACD Compu

NDA-24213 CHAPTER 3Page 25Issue 3.0Connection DrawingsConnecting Wall Display Boards7. Connecting Wall Display BoardsConnections from the computer run

TABLE OF CONTENTS (CONTINUED)PageTABLE OF CONTENTS NDA-24213 Page ii Issue 3.03. Programming ACD/OAI Operation Codes ...

CHAPTER 3 NDA-24213Page 26Issue 3.0Connection DrawingsConnecting Wall Display BoardsFigure 3-10 PN-CC01 Connecting ACD Computer or MIS PC to Wall Bo

NDA-24213 CHAPTER 4Page 27Issue 3.0Programming the PBX and the DtermAP01 InitializationCHAPTER 4 Programming the PBX and the Dterm1. AP01 Initializati

CHAPTER 4 NDA-24213Page 28Issue 3.0Programming the PBX and the DtermProgramming the ACD Position Prime Line and My Line2. Programming the ACD Position

NDA-24213 CHAPTER 4Page 29Issue 3.0Programming the PBX and the DtermProgramming the ACD Position Prime Line and My LineDESCRIPTION DATAAssign the ACD

CHAPTER 4 NDA-24213Page 30Issue 3.0Programming the PBX and the DtermProgramming ACD/OAI Operation Codes3. Programming ACD/OAI Operation Codes START

NDA-24213 CHAPTER 4Page 31Issue 3.0Programming the PBX and the DtermProgramming Dterm Key Assignment4. Programming Dterm Key AssignmentDESCRIPTION DAT

CHAPTER 4 NDA-24213Page 32Issue 3.0Programming the PBX and the DtermProgramming ACD Group Announcements5. Programming ACD Group AnnouncementsSTARTDESC

NDA-24213 CHAPTER 4Page 33Issue 3.0Programming the PBX and the DtermProgramming ACD Group AnnouncementsDESCRIPTIONDATAAssignment of Digital Announceme

CHAPTER 4 NDA-24213Page 34Issue 3.0Programming the PBX and the DtermSending of Returned Result and SMFN6. Sending of Returned Result and SMFNDESCRIPTI

NDA-24213 CHAPTER 4Page 35Issue 3.0Programming the PBX and the DtermProgramming the Dterm Series E ACD Terminal7. Programming the Dterm Series E ACD T

TABLE OF CONTENTS (CONTINUED)PageNDA-24213 TABLE OF CONTENTS Page iiiIssue 3.05.2.1 How to Use the Buttons...

CHAPTER 4 NDA-24213Page 36Issue 3.0Programming the PBX and the DtermProgramming the Dterm Series E ACD TerminalKey 22 = 1033 Break (OAI Key 1, CMD7 Y=

NDA-24213 CHAPTER 4Page 37Issue 3.0Programming the PBX and the DtermProgramming the Dterm Series III ACD Terminal8. Programming the Dterm Series III A

CHAPTER 4 NDA-24213Page 38Issue 3.0Programming the PBX and the DtermProgramming the Dterm Series III ACD TerminalAll other ACD function keys will be p

NDA-24213 CHAPTER 5 Page 39Issue 3.0Configuration ProceduresCHAPTER 5 Configuration ProceduresThe basic options available for configuring common

CHAPTER 5 NDA-24213Page 40 Issue 3.0Configuration ProceduresFigure 5-2 ACD Computer (Client or Server) With or Without MISSuite installationcom

NDA-24213 CHAPTER 5 Page 41Issue 3.0Configuration ProceduresConfiguring the ACD Computers1. Configuring the ACD Computers1.1 ACD Computer (Client

CHAPTER 5 NDA-24213Page 42 Issue 3.0Configuration ProceduresConfiguring the ACD ComputersFigure 5-3 ACD Computer Setup for Use with Remote MIS

NDA-24213 CHAPTER 5 Page 43Issue 3.0Configuration ProceduresConfiguring the ACD Computers1.2 ACD Computer Setup for Use with Remote MIS PC via TC

CHAPTER 5 NDA-24213Page 44 Issue 3.0Configuration ProceduresConfiguring the ACD ComputersFigure 5-4 ACD Computer Setup for Use with Remote MIS

NDA-24213 CHAPTER 5 Page 45Issue 3.0Configuration ProceduresConfiguring the ACD Computers1.3 ACD Computer Setup for Use with Remote MIS PC via RS

TABLE OF CONTENTS (CONTINUED)PageTABLE OF CONTENTS NDA-24213 Page iv Issue 3.05.3 Modify Intervals ...

CHAPTER 5 NDA-24213Page 46 Issue 3.0Configuration ProceduresConfiguring the ACD ComputersSTEP 16: Click Close to exit the dialog.STEP 17: On the

NDA-24213 CHAPTER 5 Page 47Issue 3.0Configuration ProceduresConfiguring the MIS PCs2. Configuring the MIS PCs2.1 MIS PC Setup for Use via TCP/IPS

CHAPTER 5 NDA-24213Page 48 Issue 3.0Configuration ProceduresConfiguring the MIS PCsFigure 5-6 MIS PC Setup for Use via RS-232Verify all systemr

NDA-24213 CHAPTER 5 Page 49Issue 3.0Configuration ProceduresConfiguring the MIS PCs2.2 MIS PC Setup for Use via RS-232STEP 1: Verify that the sys

CHAPTER 5 NDA-24213Page 50 Issue 3.0Configuration ProceduresConfiguring the MIS PCsThis page is for your notes.

NDA-24213 CHAPTER 6 Page 51Issue 3.0InstallationSecurity Key Installation InstructionsCHAPTER 6 Installation1. Security Key Installation Instructi

CHAPTER 6 NDA-24213Page 52 Issue 3.0InstallationInstallation Information Needed2. Installation Information NeededTo complete the installation, you

NDA-24213 CHAPTER 6 Page 53Issue 3.0InstallationCallCenterWorX CD-ROM Installation Instructions3. CallCenterWorX CD-ROM Installation InstructionsU

CHAPTER 6 NDA-24213Page 54 Issue 3.0InstallationCallCenterWorX CD-ROM Installation InstructionsFigure 6-3 Installation IntroductionSTEP 2: At th

NDA-24213 CHAPTER 6 Page 55Issue 3.0InstallationCallCenterWorX CD-ROM Installation Instructions(c) Open the Documentation option by clicking Docum

TABLE OF CONTENTS (CONTINUED)PageNDA-24213 TABLE OF CONTENTS Page vIssue 3.09. Trunk Group Data ...

CHAPTER 6 NDA-24213Page 56 Issue 3.0InstallationCallCenterWorX CD-ROM Installation InstructionsSTEP 3: If you choose the Install option, the CallC

NDA-24213 CHAPTER 6 Page 57Issue 3.0InstallationCallCenterWorX CD-ROM Installation InstructionsSTEP 5: Read the instructions in the Welcome screen

CHAPTER 6 NDA-24213Page 58 Issue 3.0InstallationCallCenterWorX CD-ROM Installation InstructionsSTEP 7: The User Information screen displays (Figur

NDA-24213 CHAPTER 6 Page 59Issue 3.0InstallationCallCenterWorX CD-ROM Installation InstructionsSTEP 8: The Choose Destination Location screen disp

CHAPTER 6 NDA-24213Page 60 Issue 3.0InstallationCallCenterWorX CD-ROM Installation InstructionsSTEP 9: The Setup Type Selection screen displays. I

NDA-24213 CHAPTER 6 Page 61Issue 3.0InstallationCallCenterWorX CD-ROM Installation Instructions3.2 MAT Client Installation OptionSTEP 1: Selection

CHAPTER 6 NDA-24213Page 62 Issue 3.0InstallationCallCenterWorX CD-ROM Installation InstructionsSTEP 2: The first Copying Files screen displays (se

NDA-24213 CHAPTER 6 Page 63Issue 3.0InstallationCallCenterWorX CD-ROM Installation InstructionsSTEP 4: The CallCenterWorX Setup Finish screen disp

CHAPTER 6 NDA-24213Page 64 Issue 3.0InstallationCallCenterWorX CD-ROM Installation Instructions3.3 Server and MAT Client Installation OptionThe se

NDA-24213 CHAPTER 6 Page 65Issue 3.0InstallationCallCenterWorX CD-ROM Installation InstructionsFigure 6-17 IP Address Configuration - Server and

TABLE OF CONTENTS (CONTINUED)PageTABLE OF CONTENTS NDA-24213 Page vi Issue 3.012.8.1 Line graph ...

CHAPTER 6 NDA-24213Page 66 Issue 3.0InstallationCallCenterWorX CD-ROM Installation InstructionsSTEP 3: The Select Program Folder screen displays (

NDA-24213 CHAPTER 6 Page 67Issue 3.0InstallationCallCenterWorX CD-ROM Installation InstructionsSTEP 5: The first Copying Files screen displays (se

CHAPTER 6 NDA-24213Page 68 Issue 3.0InstallationCallCenterWorX CD-ROM Installation InstructionsSTEP 6: When the copying of files is complete, the

NDA-24213 CHAPTER 6 Page 69Issue 3.0InstallationCallCenterWorX CD-ROM Installation InstructionsSTEP 7: The CallCenterWorX Setup Finish screen disp

CHAPTER 6 NDA-24213Page 70 Issue 3.0InstallationCallCenterWorX CD-ROM Installation Instructions3.4 MIS Installation OptionIf you selected CallCent

NDA-24213 CHAPTER 6 Page 71Issue 3.0InstallationCallCenterWorX CD-ROM Installation InstructionsSTEP 1: Read the instructions in the Welcome screen

CHAPTER 6 NDA-24213Page 72 Issue 3.0InstallationCallCenterWorX CD-ROM Installation InstructionsSTEP 3: Enter your name and the name of your compan

NDA-24213 CHAPTER 6 Page 73Issue 3.0InstallationCallCenterWorX CD-ROM Installation InstructionsSTEP 4: The Choose Destination Location screen disp

CHAPTER 6 NDA-24213Page 74 Issue 3.0InstallationCallCenterWorX CD-ROM Installation InstructionsSTEP 5: The Select Program Folder screen displays (

NDA-24213 CHAPTER 6 Page 75Issue 3.0InstallationCallCenterWorX CD-ROM Installation InstructionsSTEP 6: The Copying Files window displays (Figure 6

LIST OF FIGURESFigure Title PageNDA-24213 LIST OF FIGURES Page viiIssue 3.0Figure 3-1 PN-CC00 Connection through 10 Base T Transceiver ...

CHAPTER 6 NDA-24213Page 76 Issue 3.0InstallationCallCenterWorX CD-ROM Installation InstructionsSTEP 7: When file copying is complete, the Setup Fi

NDA-24213 CHAPTER 6 Page 77Issue 3.0InstallationStarting CallCenterWorX ACD4. Starting CallCenterWorX ACDSTEP 1: Select Programs \ NEC CallCenterW

CHAPTER 6 NDA-24213Page 78 Issue 3.0InstallationStarting CallCenterWorX ACDSTEP 2: The CallCenterWorX ACD Console displays (Figure 6-30).The CallC

NDA-24213 Page 79Issue 3.0Menu CommandsChapter 7 ACD Menu CommandsDescribes all ACD menu commands and subcommands.Chapter 8 MIS Menu CommandsDesc

NDA-24213Page 80 Issue 3.0This page is for your notes.

NDA-24213 CHAPTER 7 Page 81Issue 3.0ACD Menu CommandsCHAPTER 7 ACD Menu CommandsFigure 7-1 CallCenterWorX ACD Console ScreenThe main console sc

CHAPTER 7 NDA-24213Page 82 Issue 3.0ACD Menu CommandsFile Menu1. File MenuThe File menu contains the Exit command, which provides an orderly exit

NDA-24213 CHAPTER 7 Page 83Issue 3.0ACD Menu CommandsView Menu3. View MenuThe View Menu controls the behavior of the Toolbars, the Workbook area,

CHAPTER 7 NDA-24213Page 84 Issue 3.0ACD Menu CommandsView MenuSelecting the Toolbars option under the View menu displays the check list of availa

NDA-24213 CHAPTER 7 Page 85Issue 3.0ACD Menu CommandsView MenuThe Workbook area of the console screen shows a tab for each screen as it is opened