NEC Neax2000 Ivs Callcenterworx System Manual

NDA-24213 CHAPTER 9
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ACD Procedures
Backup Database
STEP 4:  ACD Database Summary
(a)  Backup
The date, hour, and minute of the current backup of the database.
(b)  
Modified
The date, hour, and minute of the last modification to the data in this backup.
(c)  
Version
The version of the software used in this backup. 
(d)  
Tenants
The number of Tenants configured in this backup of the database.
(e)  
Splits
The number of Splits configured in this backup of the database.
(f)...

CHAPTER 9 NDA-24213
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ACD Procedures
Trace Settings
17. Trace Settings
CAUTION:
This feature should be used only at the direction of NEC technical personnel (your NEC 
Associate or NEC National Technical Assistance Center)
.
Figure 9-23   Trace Settings Screen
The check boxes in the Subsystem and State Machine sections provide a way for engineers to select trace data 
in order to investigate different types of problems. 
STEP 1:  
Destination
(a)  Screen
 Check to display Trace...

NDA-24213 CHAPTER 10
    Page 209
Issue 3.0
MIS Procedures
CallCenterWorX MIS Initial Setup
CHAPTER 10 MIS Procedures
1. CallCenterWorX MIS Initial Setup
STEP 1: Select Programs  NEC CallCenterWorX \ MIS \ MIS Setup from the Start menu on your taskbar 
as shown in Figure 10-1.
 
Figure 10-1   Start CallCenterWorX MIS–Setup
Important:
If you did not choose the C:\Program Files directory as the location for the CallCenterWorX program 
files during the installation procedure, and you did not make a note of...

CHAPTER 10 NDA-24213
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MIS Procedures
CallCenterWorX MIS Initial Setup
STEP 2: The CallCenterWorX MIS–Setup window displays, as shown in Figure 10-2.
 
Figure 10-2   CallCenterWorX MIS–Setup Window
STEP 3: From the Configuration menu, select System Parameters. The Change System Parameters 
window displays, as shown in Figure 10-3.
Figure 10-3   Change System Parameters Window–RS-232 

NDA-24213 CHAPTER 10
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MIS Procedures
CallCenterWorX MIS Initial Setup
STEP 4: Click the Communication Type drop down menu and select either RS-232 or TCP/IP.
(a) Choose 
RS-232 (see Figure 10-3) if you are setting up a serially connected PC. The fields used 
for an RS-232 connection—
COM Port, Baud Rate, Parity Bit, Data Bits, and Stop Bit as 
shown in Figure 10-3— are set to default values. Go to 
Step 5.
(b) If you choose 
TCP/IP (see Figure 10-4), the Communication Type fields...

CHAPTER 10 NDA-24213
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MIS Procedures
CallCenterWorX MIS Initial Setup
(a)  Download Names
This setting controls whether the names given in the ACD database are downloaded to the MIS 
database upon startup (see this chapter, Heading 2, “Configuring the MIS,” and Heading 3,
“Naming Entities,” for details). If you wish to keep the MIS database independent, set this 
parameter to “OFF.” The default for this item is “ON.”
(b)    
Report Agent Personal Queue
This setting depends on the...

NDA-24213 CHAPTER 10
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MIS Procedures
CallCenterWorX MIS Initial Setup
STEP 12: Click OK to save the setting. Go to Step 13.
STEP 13: Start with most of the remaining settings at the default value. The ones you might want to change are:
(a)  
Download Names
This setting controls whether the names given in the ACD database are downloaded to the MIS 
database upon startup (see this chapter, Heading 2, “Configuring the MIS,” and Heading 3,
“Naming Entities,” for details). If you wish to...

CHAPTER 10 NDA-24213
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MIS Procedures
Configuring the MIS
2. Configuring the MIS
There are several types of configuration data which affect the runtime characteristics of the CallCenterWorX 
program.
2.1 ACD configuration data
ACD configuration data is used in the ACD system and affects the processing of calls. The initial data for 
these fields is downloaded to the MIS system during start-up. The following fields are stored in the ACD 
system but may be modified in the MIS:
Agent...

NDA-24213 CHAPTER 10
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Issue 3.0
MIS Procedures
Naming Entities
3. Naming Entities
CallCenterWorX entities such as Tenant, Split, Trunk Group, Pilot, Tally Code, and Agent Group can be 
named. Although this is an optional feature, the use of a name in addition to a number may enable the call center
 
manager to more easily identify an entity. Refer to the specific procedures to determine size limits for each type 
of name.
Some of these entities can also be named in the ACD database, and...

CHAPTER 10 NDA-24213
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MIS Procedures
Agent Procedures
4. Agent Procedures
4.1 Adding an Agent
The Agent Assignment window is used to add or modify agent information. All agent information is 
referenced by the Agent Logon ID. The 
Agent ID is displayed along with the Agent Name, Agent Group 
Number
, Agent Group Name, Agent Position (if logged on), and Attribute Split assignments.
STEP 1: From the 
Configuration menu, select Agent Assignments to access the Agent Assignments 
window...