NEC Neax2000 Ivs Callcenterworx System Manual

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Procedures
Chapter 9 ACD Procedures
Contains procedures for programming the ACD MAT system.
Chapter 10 MIS Procedures
Contains procedures for configuring and using the MIS system. 

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This page is for your notes. 

NDA-24213 CHAPTER 9
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ACD Procedures
Method of Programming
CHAPTER 9 ACD Procedures
1. Method of Programming
1.1  Entering Data
Data is entered in the CallCenterWorX ACD programming by use of the Data Entry screens found under 
the 
MAT menu. They are accessed in one of three ways:
Selecting a command from the 
menu bar using the mouse (such as selecting the Tenant Data 
command by clicking 
Tenant Data under the MAT menu shown in Figure 9-2).
Selecting a command from the 
keyboard...

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Order of programming
2. Order of programming
Because some commands depend on information having been previously programmed before the command can 
accept data, the CallCenterWorX ACD MAT should be programmed in the following order: 
1. Tenant Data
2. Split Data
3. Agent Logon Data
4. Position Data
5. Call Control Vector Data
6. Pilot Data
7. Trunk Group Data
8. Interactive Voice Response Data
9. Week Schedules Data
10. Holiday Schedules Data
11....

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Tenant Data
3. Tenant Data
Figure 9-3   Tenant Data Screen
STEP 1:Tenant Number (required)
Using the up and down arrows, select the desired 
Tenant Number between 1 and 9.
STEP 2:  
Name
Enter the Tenant Name (optional). 
STEP 3:  
Splits
Enter the quantity of splits for this tenant.
Important:A total quantity of 30 splits is available to be shared among all 9 possible tenants. Entry of a quantity 
exceeding the remaining available number of split...

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Tenant Data
STEP 7:  Default Language
From the drop-down menu, choose the language to be used tenant-wide if there are no agents logged 
on to the ACD database using a Logon ID.  Each Dterm requires a language for display, and the Logon 
Data procedure (see this chapter, Heading 5.) specifies by agent the language to be displayed on that 
agent’s D
term LCD display.The default Tenant language being chosen in this step is used when no 
agent is...

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Split Data
4. Split Data
Figure 9-4   Split Data Screen
STEP 1: After assigning the Tenant data, access the Split Data dialog 
(Figure 9-4).
STEP 2:  
Split
(a)Tenant Number (required)
Select the tenant number from the drop-down menu showing all assigned tenants in the system.
(b)
Split (required)
Select the split number using the up and down arrows, or enter a new split number of up to two 
numeric characters with a value between 1 and 30. The 30...

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Split Data
(b)Hot Split 
If used, all members of this split must be “automatic” agents. There cannot be a mixture of 
standard agent positions and hot agent positions in the same split. This feature is designed for 
analog devices only, such as answering machines, dictation machines, and voice mail 
machines. D
term stations cannot be used as members of a Hot Split. 
Click to check this box if this split destination will be continually available...

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Split Data
(b)  Agent Priority Queuing   (required)
Check to require that agents are queued according to the split preference in their logon data. 
Leave unchecked to place agents on a “first come first served” basis in which the longest 
waiting agent receives the next call. 
(c)  
Do Not Disturb   (required)
Check to indicate that calls are not queued when no agents are logged in to the split.
Unchecked (OFF) permits calls to be queued when...

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Split Data
STEP 8:  Agent
(a)  Logoff Warning Criteria
This feature enables a “Logoff Warning” to display if an agent tries to log off when the number 
of calls in queue for the split is greater than or equal to the number of logged on agents. You can 
set a value between “1 Agent” and “9 Agents” for the maximum number of agents still logged 
on to the split when the warning is given. For example, if there are 5 calls in queue, if the 
setting is...