NEC Neax2000 Ivs Callcenterworx System Manual

LIST OF FIGURES (CONTINUED)
Figure TitlePage
NDA-24213  LIST OF FIGURES
   Page ix
Issue 3.0 Figure 8-20 Split Assignment Window    ................................................................................................. 109
Figure 8-21 Tally Name Assignment Window    ...................................................................................... 110
Figure 8-22 System Name Assignment Window   ..................................................................................  111
Figure...

LIST OF FIGURES (CONTINUED)
Figure TitlePage
LIST OF FIGURES NDA-24213 
Page x   
Issue 3.0 Figure 8-62 Split Abandon Delay Report    .............................................................................................  152
Figure 8-63 Pilot Report Menu    ............................................................................................................  153
Figure 8-64 Pilot Summary Report...

LIST OF FIGURES (CONTINUED)
Figure TitlePage
NDA-24213  LIST OF FIGURES
   Page xi
Issue 3.0 Figure 10-5 Select Tenants Window    .................................................................................................... 212
Figure 10-6 Add Agent Record Window    .............................................................................................. 216
Figure 10-7 Delete Agent Record Window    .............................................................................................

LIST OF TABLES
Table TitlePage
LIST OF TABLES NDA-24213 
Page xii   
Issue 3.0 Table 1-1 System Capacities ...................................................................................................................  6
Table 1-2 Related Documentation Available from NEC  ..........................................................................  7
Table 2-1 System Requirements for ACD Computer With and Without MIS .........................................  12
Table 2-2 System Requirements for ACD...

NDA-24213
Page 1
Issue 3.0
Overview
Chapter 1    CallCenterWorX Overview
Describes the functions of the application, the features and enhancements of its subsystems, the 
system capacities, and other documentation which may be helpful. 

NDA-24213
Page 2
Issue 3.0
This page is for your notes.
      

NDA-24213 CHAPTER 1
Page 3
Issue 3.0
CallCenterWorX Overview
General Description
CHAPTER 1 CallCenter
WorX Overview
1. General Description
A call center often serves as the primary interface between customer and company. It is the new front line in 
business-to-business and consumer transactions, a customer contact center that must also remain in contact with 
the entire organization. When agent and customer share a call, a number of vital dynamics are in play:
Communication is taking place at its most...

CHAPTER 1 NDA-24213
Page 4
Issue 3.0
CallCenterWorX Overview
CallCenterWorX ACD 2.0 Features and Enhancements
2. CallCenterWorX ACD 2.0 Features and Enhancements
The CallCenterWorX ACD 2.0:
1. Runs on the 
Windows NT 4.0 Workstation operating system using a Client/Server architecture, making 
information and processing directly available from the desktop interface.
2. Uses a 
GUI interface to make commands and controls easily accessible to the user. 
3. Has the capacity to serve 
10, 20, 30, 40, 60, or...

NDA-24213 CHAPTER 1
Page 5
Issue 3.0
CallCenterWorX Overview
CallCenterWorX MIS 2.0 Features and Enhancements
3. CallCenterWorX MIS 2.0 Features and Enhancements
The CallCenterWorX MIS 2.0:
1. Runs on the 
Windows NT 4.0 Workstation, Windows 95, and Windows 98 operating systems.
2. Uses a 
GUI interface to make commands and controls easily accessible to the user.
3. Provides a 
dockable Toolbar with ToolTips to speed and simplify operation.
4.
Monitors the performance of the call center to maintain...

CHAPTER 1 NDA-24213
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Issue 3.0
CallCenterWorX Overview
System Capacities
4. System Capacities 
Table 1-1 System Capacities
Note 1:
 See Chapter
 2, Heading 8, “
Multi-tenant MIS Considerations—Split Numbering.”
Note 2:The total number of splits per system (30) is shared among the total number of tenants (up to 9).
Note 3:Agent positions available depend on the installed security key’s capacity for logged-on agents. The total 
number of agents is shared among the total number of tenants (up to 9)....