NEC Neax2000 Ivs Callcenterworx System Manual

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Administration Menu
3. Administration Menu
The commands under this menu are Change Password and Disk Usage. 
The 
Change Password dialog should be used only by the call center manager or network administrator as a 
periodic security measure.
Figure 8-7   Change Password Dialog
The Disk Usage screen is for information only, providing a report of disk space used and available.
Figure 8-8   Disk Space Usage Screen 

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Configuration Menu
4. Configuration Menu
Figure 8-9   Configuration Menu Screen
The Configuration menu allows the call center manager to establish the basic parameters of the MIS. The 
System Parameters window settings (see Figure 8-11 and Figure 8-12) determine the method of 
communication with the ACD system and set other preferences for the operation of the MIS. The other listed 
commands open screens to accept configuration of the features...

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4.1 System Parameters
There are several kinds of configuration data used in CallCenterWorX:
1. ACD configuration data is used in the ACD system and affects the processing of calls. The initial data for 
Agent Logon ID Code assignments, Position Split Assignments, Split Inflow Threshold, and 
Overflow Delay Threshold are downloaded to the MIS system during start-up. These fields are stored in 
the ACD system but may be modified...

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4.3 Configuring Communication Type
Before you can run CallCenterWorX MIS you must properly configure the Communication Type and Port 
(or 
Host / Host Name). If communication settings are incorrect, CallCenterWorX MIS will not run. The 
System Parameters command under the Configuration menu opens the setup window called the 
Change System Parameters window which is used to configure the Communication Type and Port (or...

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TCP/IP (Transmission Control Protocol/Internet Protocol) is a set of protocols (rules to add order to 
data transmission) to provide end-to-end connectivity between a data source and a destination on a 
network. 
Figure 8-12   Change Systems Parameters Window – TCP/IP
The Host Name or IP Address is the network name of the ACD Server which directs the CallCenterWorX 
system; it is the name given to the CallCenterWorX computer...

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4.4 Agent Assignments
The Agent Assignment window under the Configuration menu is used to add or modify agent 
information.
 
Figure 8-13   Agent Assignment Window
All agent information is referenced by the Agent ID. The Agent Assignment window displays: 
Agent Logon ID 
Agent Name 
Agent Group Number
Agent Group Name
Agent Position (if logged on)
Attribute Split assignments
Note:Terms listed above are defined in...

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Figure 8-14   Edit Add Record Selection
From the Edit menu of the Agent Assignments window (see Figure 8-14), choosing Add Record 
displays the Add Agent Record window (Figure 8-15).
Figure 8-15   Add Agent Record Window
The Agent ID is a numeric logon ID which may be up to 9 digits long (leading zeros are not allowed). 
It is required information, since all other agent programming refers to it.
The 
Agent Name field may...

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4.5 Agent Group Assignments
Agent Groups are collections of agents grouped for comparative analysis. 
Agent Groups are an MIS entity rather than being set up in ACD programming. All agents are 
originally members of Group 1 and must be reassigned to other groups if you choose to use this feature.
Membership in a group is not restricted by an agent’s split assignment. An agent group may contain 
members of different splits....

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4.6 Break Type Assignments
Figure 8-17   Break Type Assignment Window
The ACD MAT commands offer the choice of either one or nine break types. Break Type Assignments 
are set under the MIS 
Configuration menu, and Break names may have up to 20 alphanumeric characters. 
The agent presses the Break key and is prompted to enter a number representing the type of break. The 
“CallCenterWorX ACD Features and Specifications” manual...

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4.7 Pilot Assignment
Figure 8-18   Pilot Assignment Screen
This screen lists the names of the pilot numbers configured in the ACD database. Pilot Names are assigned 
in the ACD as part of the Pilot Data programming and will be downloaded to the MIS at start-up. If you 
wish to have independent Pilot Names in the MIS, you must have the “Download Names” setting at OFF 
in the Change Systems Parameters screen (see Figure 8-11...