NEC Neax2000 Ivs Callcenterworx System Manual
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NDA-24213 ISSUE 3 STOCK # 151947 CallCenterWorX System Manual MARCH, 2000 NEC America, Inc. ®
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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 use by 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, D term, CallCenterWorX, and QueWorX are registered trademarks of NEC Corporation. MS-DOS and Microsoft are registered...
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NDA-24213ISSUE 3
MARCH 2000
NEAX2000 IVS
CallCenter
WorX System Manual
TABLE OF CONTENTS
Page
NDA-24213 TABLE OF CONTENTS
Page i
Issue 3.0
Overview
CHAPTER 1 CallCenter WorX Overview .................................................................................................. 3
1. General Description ...................................................................................................... ................ 3
2. CallCenter WorX ACD 2.0 Features and Enhancements...
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TABLE OF CONTENTS (CONTINUED) Page TABLE OF CONTENTS NDA-24213 Page ii Issue 3.03. Programming ACD/OAI Operation Codes ................................................................................... 30 4. Programming Dterm Key Assignment .........................................................................................31 5. Programming ACD Group Announcements ................................................................................ 32 6. Sending of Returned Result and...
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TABLE OF CONTENTS (CONTINUED) Page NDA-24213 TABLE OF CONTENTS Page iii Issue 3.0 5.2.1 How to Use the Buttons............................................................................................ 88 5.3 Information Choices ........................................................................................................... 89 5.4 Message Bars .................................................................................................................... 89 6. Report Menu...
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TABLE OF CONTENTS (CONTINUED) Page TABLE OF CONTENTS NDA-24213 Page iv Issue 3.05.3 Modify Intervals ................................................................................................................ 134 6. Reports Menu ............................................................................................................................ 135 6.1 Agent Reports ......................................................................................................................
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TABLE OF CONTENTS (CONTINUED) Page NDA-24213 TABLE OF CONTENTS Page v Issue 3.0 9. Trunk Group Data ..................................................................................................................... 189 10. IVR Data ................................................................................................................................... 191 11. Week Schedules...
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TABLE OF CONTENTS (CONTINUED) Page TABLE OF CONTENTS NDA-24213 Page vi Issue 3.012.8.1 Line graph ..............................................................................................................239 12.8.2 Line Only graph ...................................................................................................... 239 12.8.3 Step graph ..............................................................................................................239 12.8.4 Step Line Only graph...
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LIST OF FIGURES Figure TitlePage NDA-24213 LIST OF FIGURES Page vii Issue 3.0 Figure 3-1 PN-CC00 Connection through 10 Base T Transceiver ....................................................... 19 Figure 3-2 Crossover Reverse Pin-out ................................................................................................ 19 Figure 3-3 PN-CC01 Connection Straight to ACD Computer (Client or Server) .................................. 20 Figure 3-4 PN-CC00 Connecting Through a Hub...
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LIST OF FIGURES (CONTINUED) Figure TitlePage LIST OF FIGURES NDA-24213 Page viii Issue 3.0 Figure 6-21 Setup Finish - Server and MAT Client ................................................................................ 69 Figure 6-22 Welcome - MIS ................................................................................................................... 70 Figure 6-23 License Agreement - MIS...