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NEC Neax 2400 Callcenterworx Enterprise Imx Mat Quick Reference Guide
NEC Neax 2400 Callcenterworx Enterprise Imx Mat Quick Reference Guide
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NDA-30141 ISSUE 1 STOCK # 200893 CallCenterWorX-Enterprise IMX MAT Quick Reference Guide MAY, 2000 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 the exclusive use of 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. NEAX, and CallCenterWorX are registered trademarks of NEC Corporation. © 2000 NEC America, Inc. Printed in the USA All other brand or product names are or may be trademarks or registered trademarks of, and are used to identify products or services of, their respective owners. MS-DOS, Microsoft, Windows, and Windows NT are registered trademarks of Microsoft Corporation. Microsoft Windows 95 and Microsoft Windows 98 are trademarks of Microsoft Corporation.
NDA-30141 Revision 1Page i CallCenterWorX-Enterprise IMX MAT Quick Reference Guide CONTENTS TABLE OF CONTENTS Page Chapter 1 - About This Manual . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 How This Guide is Organized . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 Using This Guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 General Conventions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2 Chapter 2 - Getting Started . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3 CallCenterWorX-Enterprise IMX MAT Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3 Requirements. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4 Server Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4 LAN Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4 Communications Port Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4 Installing CallCenterWorX-Enterprise IMX MAT . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5 Chapter 3 - Using Online Help . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13 Online Help Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13 Accessing the Online Help System . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13 Navigating the Help System. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14 Contents Tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14 Index Tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14 Search Tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15 Glossary Tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16 Printing Help Topics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17 Printing from the Contents, Index or Find Tabs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17 Tips . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18 Chapter 4 - IMX MAT Menu Commands . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21 File Menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21 View Menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21 Options Menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24 MAT Menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25 Data Screen Buttons . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26 How to Use the Buttons . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26 Information Choices . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27 Message Bars . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27 Report Menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27 Window Menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31 Help Menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31
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NDA-30141 Revision 1Page iii CallCenterWorX-Enterprise IMX MAT Quick Reference Guide FIGURES LIST OF FIGURES Figure TitlePage 2-1 Welcome Dialog . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5 2-2 Software License Agreement . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6 2-3 Installation Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7 2-4 User Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8 2-5 Select Components . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9 2-6 Select Program Folder . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10 2-7 Copying Files. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10 3-1 Help Topics Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14 3-2 Help Topics Window - Index Tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15 3-3 Help Topics Window - Search Tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16 3-4 Help Topics Window - Glossary Tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17 3-5 Print Dialog Box. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18 4-1 IMX ACD MAT Console Screen . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21 4-2 Console Screen . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22 4-3 Toolbar Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23 4-4 New Toolbar Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23 4-5 Data Entry Screen Background Colors . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24 4-6 MAT Menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25 4-7 MAT Toolbar Icons . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25 4-8 Sample Data Entry Screen . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26 4-9 Report Menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28 4-10 Sample Data Entry and Data Report Screens. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29 4-11 Sample Report Print Preview Screen . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30
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NDA-30141 Revision 1Page 1 CallCenterWorX-Enterprise IMX MAT Quick Reference Guide About This Manual Chapter 1 About This Manual The CallCenterWorX-Enterprise IMX MAT Quick Reference Guide (“IMX ACD MAT”) is designed to explain the basic capabilities of the CallCenterWorX- Enterprise IMX MAT application and the online Help system. All procedural information is located in the online Help system, not this Quick Reference Guide. If you need instructions for performing a procedure, which is not explained in this document, you should refer to the CallCenterWorX-Enterprise IMX MAT online Help system. Refer to Using Online Help in this manual for instructions on how to access CallCenterWorX-Enterprise IMX MAT online Help. How This Guide is Organized Chapter 1 - About This Manual This chapter outlines how to use the manual, including the actual manual organization, and chapter layout. Chapter 2 - Getting Started This chapter outlines hardware requirements and installation procedures. Chapter 3 - Using Online Help This chapter describe the purpose and use of the CallCenterWorX-Enterprise IMX MAT online Help system. Chapter 4 - IMX MAT Menu Commands This chapter gives a detailed overview of the CallCenterWorX-Enterprise IMX MAT application and its functions and features, including screen format and menu descriptions. Using This Guide This guide is designed to make the application easy to understand and simple to use. In Chapter 2 - Getting Started, there are examples of the installation screens you will see in the CallCenterWorX-Enterprise IMX MAT application installation, with step-by-step instructions for the installation procedures you need to perform. Note:The screens and procedures shown in this guide represent the typical installation of the CallCenterWorX-Enterprise IMX MAT. Remember that the CallCenterWorX-Enterprise IMX MAT application can be customized for each site, so the screens shown in this guide may not always reflect what appears on your installing PC.
Page 2NDA-30141 Revision 1 About This Manual CallCenterWorX-Enterprise IMX MAT Quick Reference Guide General ConventionsThis guide uses the following type conventions: This guide uses the following conventions for menus and shortcuts: Item Typeface or ConventionExample Book titlesItalics The CallCenterWorX- Enterprise IMX MAT User input, variablesBoldfaceEnter password at the prompt. Menu names, Window titles, field names Capitalized O PTIONS MENU, LINE S TATUS WINDOW, USER ID FIELD Any screen output generated by the The CallCenterWo r X- Enterprise IMX MAT application Monospace . Example Means File > Workstation Choose the Workstation submenu on the File menu. CTRL+N Hold down the CTRL key while pressing the “n” key CTRL+Shift+N Hold down the CTRL key and the Shift key while pressing the “n” key Click Right-clickClick the left mouse button Click the right mouse button
NDA-30141 Revision 1Page 3 CallCenterWorX-Enterprise IMX MAT Quick Reference Guide Getting Started Chapter 2 Getting Started CallCenterWorX-Enterprise IMX MAT Overview The NEAX 2400 IMX CallCenterWorX-Enterprise IMX MAT (maintenance administration terminal) application is a windows-based, user-friendly tool that can be used by any certified Call Center Manager, Supervisor, Administrator, or Technician. This application facilitates programming the database entities for both CallCenterWorX-Enterprise and Enterprise (I). This new Graphical User Interface (GUI) makes administering the ACD easy and simple. Adds, moves, and changes to the database can be done quickly and easily from any workstation running the application program. The true benefit of this tool is that any Call Center Supervisor can login to the PBX from any Windows workstation on the LAN/WAN and administer the ACD database with an easy-to-use, user-friendly graphical interface. An online Help system is also available with this tool to help navigate through the application. The CallCenterWorX-Enterprise IMX MAT application can reside on any Windows 95, 98, 2000, or NT workstation and will permit the administrators to connect remotely to the ACD engine via the LAN and assign or modify the way the ACD and its entities (agents, splits, login IDs, call control vectors, etc.) are programmed. The CallCenterWorX-Enterprise IMX MAT Commands can be loaded onto any windows workstation on the network. When the CallCenterWorX- Enterprise IMX MAT application is running, it attaches to the IMX MAT program which must also be installed and running on the same workstation. Both applications connect to the switch via a TCP/IP LAN/WAN or serial RS-232 connection. Once connection is established to the PBX, changes to the database can be performed quickly by the Call Center administrator. For security purposes, a password and login ID may be required at each workstation gaining access to the database. The user interface provides the administrator with a toolbar of icons that permit access to each area of the ACD. The user simply points to the appropriate icon, and clicks on it to go into a certain programming entity. Pilot numbers, splits, login IDs, and call control vectors are among other things that can be accessed and changed from this user interface.
NDA-30141 Revision 1Page 4 CallCenterWorX-Enterprise IMX MAT Quick Reference Guide Getting Started RequirementsIn order for the IMX ACD MAT application to operate properly, your operating environment must meet the following requirements. Server Requirements Minimum Configuration Microsoft ® Windows 95, 98, 2000, or NT® Workstation 4.0 operating system Pentium 166 MHz processor 64 MB RAM 100 MB free hard drive space 800X600 monitor resolution CD-ROM drive (any OS supported device) Modem (any OS supported device; required when IMX MAT is used for remote dialup access). LAN Requirements Any 10 BASE-T Network Interface Card when IMX MAT is connected across TCP/IP. Communications Port Requirements COM1-COM4 when IMX MAT is connected across serial RS-232C port. Note: The IMX MAT Commands must also be installed at the same workstation as the CallCenterWorX-Enterprise IMX MAT Commands. CallCenterWorX-Enterprise IMX MAT command will not work without the IMX MAT commands.