NEC Neax2000 Ivs Callcenterworx System Manual

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Agent Procedures
STEP 7: Choose one of the following:
Click 
OK to add the agent and close the Add Agent Record window.
Click 
Cancel to close the Add Agent Record window without adding the new agent.
4.2 Changing an Agent Name
STEP 1: On the CallCenterWorX console screen, open the Configuration menu (see Figure 8-9) and select 
Agent Assignment to access the Agent Assignments window as shown in Figure 8-13.
STEP 2: Choose one of the...

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Agent Group Name Assignment
5. Agent Group Name Assignment
STEP 1: Choose Agent Group Assignments under the Configuration menu. The Agent Group Name 
Assignment
 window (see Figure 8-16) will display.
STEP 2: All agents are originally assigned to Agent Group 1 and must be reassigned to create other groups. 
(a) If this has been done previously, a listing of any previously assigned numbers and names will 
appear on the 
Agent Group Name Assignment...

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Pilot Assignment
6. Pilot Assignment
STEP 1: From the Configuration menu, select Pilot Assignment. The Pilot Assignment screen will display   
(Figure 10-8).
Note:If the Pilot Numbers have received names in the ACD programming, these names will be downloaded at 
startup. If you want to keep MIS names independent of the ACD database, you must set Download Names 
to “OFF” in the System Parameters.
STEP 2: The Pilot Numbers configured in the ACD...

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Position Assignment
7. Position Assignment
The CallCenterWorX ACD Position Data command sets up relationships between splits and positions. To assign 
a split to a position, or to reassign a previous assignment:
STEP 1: Open the 
Position Assignments dialog under the Configuration menu.
STEP 2: Select the 
Split Assigned field you wish to change.
STEP 3: Select the new split number or “any split” from the drop down menu.
STEP 4: Choose one of the...

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Tally Code Assignment
8. Tally Code Assignment
Figure 10-10   Tally Name Assignment Window
The Tally feature allows agents to use the dial keypad to register the occurrences 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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System Name Assignment
9. System Name Assignment
The Configuration menu lists the System Name Assignment command which opens the Change System 
Name window
 shown in Figure 10-11. If the MIS is configured to use an RS-232 serial connection, this 
assignment option will not be available. Only the tenants that are assigned under the TCP/IP configuration (see 
this chapter, Heading 1, Step 4:) are available for use as the System Name; not all...

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Trunk Group Name Assignments
10. Trunk Group Name Assignments
The Trunk Allocation window (Figure 10-12) displays the Trunk Group Number, Trunk Group Name, and 
Number of Circuits allocated for each listed 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.
 
Figure 10-12   Trunk Allocation...

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Wall Display Board Assignments
11. Wall Display Board Assignments
11.1 Assigning Message Sets
STEP 1: In the Configuration menu, select Wallboard Message Sets.
STEP 2: Select 
Assignments.
Figure 10-13   Create Wallboard Message Set 
STEP 3: When the Create a Wallboard Message Set screen appears (see Figure 10-13), select the Create 
Message Set
 button. 

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Wall Display Board Assignments
Figure 10-14   Wallboard Message Set Window
STEP 4: In the Message Set field, enter a name of up to 11 alphanumeric characters, or select an existing 
name from the drop-down list.
STEP 5: In the 
Board Type field, select a board type from the drop-down list (for selection see Ta b l e  1 0 - 1).
STEP 6: Select a 
Color from the drop-down list. (Some board types support only red.)
STEP 7: In the 
Message area,...

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Wall Display Board Assignments
STEP 8: (Optional) Select Save to file and specify a destination file, or select Print if you wish to print the 
message set. 
STEP 9: Select 
OK to end the assignment section.
Table 10-1 Wallboard Types
Model
Number
Case Size (Cabinet)
L” x D” x H”
(Lcm x Dcm x Hcm)
Chars
Min/MaxLines Displayed:
Character Size
Inches (cm)Red
LEDsColor
LEDs
Message Area
L” x H”
(Lcm x Hcm)
215R
&
215C28.9” x 2.1” x 4.5”
(73.4 x 5.3...