NEC Neax2000 Ivs Callcenterworx System Manual

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4.8 Position Assignments
Position Numbers are assigned in the ACD and determine which incoming line numbers will be ACD lines. 
The Position Class specifications of “Supervisor” or “Agent” are used as a reporting convenience, but are 
not differentiated by the CallCenterWorX ACD.
Under the 
Configuration menu in the Position Assignments window, a Position may be assigned to a 
specific split or as an “any-split” position. In...

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4.9 Split Assignments
The Split Assignment window (Figure 8-20) under the Configuration menu enables users to modify 
several parameters for each split, including the Split Name, After Call Work Mode, Day/Night Mode, Night 
Service split destination, and the thresholds for Grade of Service (GOS), Inflow, and Overflow. The 
window indicates the current status for each split and provides drop down menus in each category to...

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Figure 8-20   Split Assignment Window
See Chapter 2, Heading 8, “Multi-tenant MIS Considerations—Split Numbering” for an explanation of Split 
numbering in CallCenterWorX MIS. 

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4.10 Tally Code Assignments
Figure 8-21   Tally Name Assignment Window
The Tally feature allows agents to use the dial keypad to register the occurrence of several specific events, 
such as responses to various advertising methods, sales campaigns, or calls from particular locations. You 
may assign Tally Names (using up to 20 numerals or letters) by individual split to track the various tally 
codes entered by an agent,...

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4.11 System Name Assignment
Figure 8-22   System Name Assignment Window
The Configuration menu lists the System Name Assignment command, which opens the Change 
System Name window
 shown in Figure 8-22. If the MIS is configured for TCP/IP, only the tenants that 
are assigned under the TCP/IP configuration are available for use as the System name; not all tenants are 
shown. 
Note:If the MIS is communicating via an RS-232...

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4.12 Trunk Assignments
The Trunk Allocation window displays the Trunk Group Number, Trunk Group Name, and the Number of 
Circuits allocated for each trunk group (sometimes called a “trunk route”). Circuit assignments and queuing 
priorities are set in the MAT commands of CallCenterWorX ACD. 
Only the Trunk Group Name can be modified in CallCenterWorX MIS.
From the 
Configuration menu, the Trunk Assignments command accesses...

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4.13 Wallboard Message Sets
CallCenterWorX MIS can display real-time statistics to the optional Spectrum Wall Display Boards which 
provide up-to-the-second information on call center activity. This information is displayed to agents and 
supervisors as the events take place, allowing all members of the call center to monitor the performance of 
a specified split or of the center as a whole.
The information for display is...

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The Wallboard Message Sets window is accessed from the Configuration menu. There are screens for 
constructing a message (see Figure 8-26) and for scheduling the display of the message on a particular 
board or boards (see Figure 8-27).
 
Figure 8-24   Select Wallboard Message Sets
Figure 8-25   Message Set Name Assignment Dialog
Selecting Wallboard Message Sets–Assignment under the Configuration menu and clicking on Create...

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4.14 Constructing Message Sets
Message Sets are constructed in the Message Sets Assignment screen (Figure 8-26) which shows all the 
Message Sets assigned in the system (up to 50 Message Sets). 
Drop down menus provide a choice of existing messages to be altered or deleted. 
New messages can be named and their elements specified by choices from these menus.
Figure 8-26   Message Sets Assignment Screen 

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4.15 Scheduling Message Sets
The Schedule Wallboard Message Sets screen (Figure 8-27) lists the message sets that have been 
constructed and sets up the display plan for them, determining:
Time of display
Speed (interval between messages in a multi-message set)
Individual wall board destination (display number)
 
Figure 8-27   Schedule Wallboard Message Sets