NEC Neax2000 Ivs Callcenterworx System Manual

							NDA-24213
ISSUE 3
STOCK # 151947
CallCenterWorX
System Manual
MARCH, 2000
NEC America, Inc.
®
   
						

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at any time, without notice.
NEC America, Inc. has prepared this document for use by its employees and customers.
The information contained herein is the property of NEC America, Inc. and shall not
be reproduced without prior written approval from NEC America, Inc.
NEAX, D
term, CallCenterWorX, and QueWorX are registered trademarks of NEC
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Copyright 2000
NEC America, Inc.
Printed in the U.S.A
All other brand or product names are or may be trademarks or registered trademarks of,
and are used to identify products or services of, their respective owners.  
						

							NDA-24213ISSUE 3
       MARCH  2000
NEAX2000 IVS
CallCenter
WorX System Manual
TABLE OF CONTENTS
Page
NDA-24213  TABLE OF CONTENTS
    Page i
Issue 3.0
Overview
CHAPTER 1 CallCenter WorX Overview .................................................................................................. 3
1.   General Description   ...................................................................................................... ................ 3
2.   CallCenter WorX ACD 2.0 Features and Enhancements   .............................................................. 4
3.   CallCenter WorX MIS 2.0 Features and Enhancements  ................................................................ 5
4.   System Capacities   ........................................................................................................ ................ 6
5.   Other Documentation   .................................................................................................................... 7
Installation and Configuration
CHAPTER 2 System Requirements ................................................................................................... ....11
1.   Variations in Setup   .......................................................................................................................11
2.   ACD Computer (Client or Server) With and Without MIS  ............................................................ 12
3.   ACD Computer with MIS Using Remote MIS PC via TCP/IP  ...................................................... 13
4.   ACD Computer with MIS Using Remote MIS PC via RS-232 Serial Connection  ........................ 14
5.   Remote MIS PC Using TCP/IP   ................................................................................................... 15
6.   Remote MIS PC Using RS-232   ................................................................................................... 16
7.   CallCenter WorX MIS PC Support   ............................................................................................... 17
7.1 Multiple MIS PCs ........................................................................................................... ..... 17
7.2 IP Connections  ................................................................................................................... 17
8.   Multi-tenant MIS Considerations—Split Numbering   .................................................................... 18
CHAPTER 3 Connection Drawings ................................................................................................... .... 19
1.   Installing the PN-CC00 and the PN-AP01  ................................................................................... 19
1.1 Crossover Reverse Pin-out  ................................................................................................ 19
2.   Installing the PN-CC01 and the PN-AP01  ................................................................................... 20
3.   PN-CC00 Connecting Through a Hub  ......................................................................................... 21
3.1 Straight-Through Pin-out  ................................................................................................... .21
4.   PN-CC01 Connecting Through a Hub  ......................................................................................... 22
5.   PN-CC00 Connection for ACD Computer to Remote MIS PC Serially   ....................................... 23
6.   PN-CC01 Connection for ACD Computer to Remote MIS PC Serially   ....................................... 24
7.   Connecting Wall Display Boards   ........................................................................................... ...... 25
CHAPTER 4 Programming the PBX and the Dterm ............................................................................. 27 1.   AP01 Initialization  ...................................................................................................... .................. 27
2.   Programming the ACD Position Prime Line and My Line   ........................................................... 28 
						

							TABLE OF CONTENTS (CONTINUED)
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Issue 3.03.   Programming ACD/OAI Operation Codes   ................................................................................... 30
4.   Programming Dterm Key Assignment   .........................................................................................31
5.   Programming ACD Group Announcements   ................................................................................ 32
6.   Sending of Returned Result and SMFN   ......................................................................................34
7.   Programming the Dterm Series E ACD Terminal   ........................................................................ 35
7.1 Programming the Keys  .......................................................................................................35
7.2 Service Conditions .............................................................................................................. 36
8.   Programming the Dterm Series III ACD Terminal   ........................................................................ 37
8.1 Programming the Keys  .......................................................................................................37
8.2 Service Conditions .............................................................................................................. 38
CHAPTER 5 Configuration Procedures ................................................................................................ 39
1.   Configuring the ACD Computers   ................................................................................................. 41
1.1 ACD Computer (Client or Server) With or Without MIS  ...................................................... 41
1.2 ACD Computer Setup for Use with Remote MIS PC via TCP/IP  ........................................ 43
1.3 ACD Computer Setup for Use with Remote MIS PC via RS-232  ....................................... 45
2.   Configuring the MIS PCs   ............................................................................................................. 47
2.1 MIS PC Setup for Use via TCP/IP  ...................................................................................... 47
2.2 MIS PC Setup for Use via RS-232  ..................................................................................... 49
CHAPTER 6 Installation .......................................................................................................................... 51
1.   Security Key Installation Instructions   ........................................................................................... 51
2.   Installation Information Needed   ................................................................................................... 52
2.1 ACD Installation Option  ...................................................................................................... 52
2.2 IP Address or Host Name  ................................................................................................... 52
2.3 Location of Installed Program  ............................................................................................. 52
3.   CallCenterWorX CD-ROM Installation Instructions   ..................................................................... 53
3.1 Installation Setup  ................................................................................................................ 53
3.2 MAT Client Installation Option  ............................................................................................ 61
3.3 Server and MAT Client Installation Option  .......................................................................... 64
3.4 MIS Installation Option  ....................................................................................................... 70
4.   Starting CallCenterWorX ACD  ..................................................................................................... 77
Menu Commands
CHAPTER 7 ACD Menu Commands ......................................................................................................81
1.   File Menu   ..................................................................................................................................... 82
2.   Server Menu   ................................................................................................................................ 82
3.   View Menu   ................................................................................................................................... 83
4.   Options Menu   .............................................................................................................................. 86
5.   MAT Menu   ................................................................................................................................... 87
5.1 Menu Commands  ...............................................................................................................87
5.2 Data Screen Buttons  .......................................................................................................... 88 
						

							TABLE OF CONTENTS (CONTINUED)
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Issue 3.0 5.2.1  How to Use the Buttons............................................................................................ 88
5.3 Information Choices  ........................................................................................................... 89
5.4 Message Bars  .................................................................................................................... 89
6.   Report Menu   ............................................................................................................................... 90
7.   Window Menu   ............................................................................................................................. 93
8.   Help Menu   ................................................................................................................................... 93
CHAPTER 8 MIS Menu Commands ....................................................................................................... 95
1.   File Menu   .................................................................................................................................... 95
2.   Edit Menu   .................................................................................................................................... 96
3.   Administration Menu   ................................................................................................................... 97
4.   Configuration Menu   ..................................................................................................................... 98
4.1 System Parameters ............................................................................................................ 99
4.2 Modifying Delay Intervals  ...................................................................................................99
4.3 Configuring Communication Type  .................................................................................... 100
4.4 Agent Assignments  ..........................................................................................................102
4.5 Agent Group Assignments  ............................................................................................... 104
4.6 Break Type Assignments  ................................................................................................. 105
4.7 Pilot Assignment  .............................................................................................................. 106
4.8 Position Assignments  .......................................................................................................107
4.9 Split Assignments ............................................................................................................. 108
4.10 Tally Code Assignments  ....................................................................................................11 0
4.11 System Name Assignment  ................................................................................................ 111
4.12 Trunk Assignments ............................................................................................................112
4.13 Wallboard Message Sets  ..................................................................................................113
4.14 Constructing Message Sets  ..............................................................................................115
4.15 Scheduling Message Sets .................................................................................................116
4.16 View Database Limits ........................................................................................................117
5.   Status Screens Menu   .................................................................................................................118
5.1 Split Status  ........................................................................................................................119
5.1.1 Daily Statistics ........................................................................................................ 121
5.1.2 Hourly Statistics...................................................................................................... 122
5.1.3  Agent Summary Statistics ...................................................................................... 123
5.1.4  Agent Detail Statistics ............................................................................................ 124
5.1.5 Queue Statistics ..................................................................................................... 125
5.1.5.1  Standard and High Priority Queues ..............................................................  125
5.1.5.2  Agent Personal Queue..................................................................................  126
5.2 System Status  .................................................................................................................. 127
5.2.1 Daily Statistics ........................................................................................................ 128
5.2.2 Hourly Statistics...................................................................................................... 129
5.2.3  Agent Summary Statistics ...................................................................................... 130
5.2.4  Split Detail Statistics ............................................................................................... 131
5.2.5  System Queue Statistics ........................................................................................ 132 
						

							TABLE OF CONTENTS (CONTINUED)
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Page iv   
Issue 3.05.3 Modify Intervals  ................................................................................................................ 134
6.   Reports Menu   ............................................................................................................................ 135
6.1 Agent Reports ................................................................................................................... 136
6.1.1  Agent Summary Report .......................................................................................... 137
6.1.2  Agent ACD Detail Report ........................................................................................ 138
6.1.3  Agent PBX Detail Report ........................................................................................ 139
6.1.4  Agent Staffing Report.............................................................................................. 140
6.1.5 Agent Break Report ................................................................................................ 141
6.2 Agent Group Reports ........................................................................................................142
6.3 Split Reports  ..................................................................................................................... 144
6.3.1  Split Summary Report ............................................................................................. 145
6.3.2  Split Traffic Report .................................................................................................. 146
6.3.3  Split Profile Report .................................................................................................. 147
6.3.4  Split Staffing Report ................................................................................................ 148
6.3.5  Split Break Report................................................................................................... 150
6.3.6  Split Answer Delay Report ...................................................................................... 151
6.3.7  Split Abandon Delay Report ................................................................................... 152
6.4 Pilot Reports  ..................................................................................................................... 153
6.5 Trunk Group Reports  ........................................................................................................155
6.5.1  Trunk Group Call Volume Report ............................................................................ 156
6.5.2  Trunk Group Answer Delay Report ......................................................................... 157
6.5.3  Trunk Group Abandon Delay Report ...................................................................... 158
6.5.4  Trunk Group Trunk Circuit Report ........................................................................... 159
6.6 Tally Code Reports  ........................................................................................................... 160
6.6.1  Tally Code Summary Report by Split ...................................................................... 161
6.6.2  Tally Code Summary Report by Pilot ...................................................................... 162
6.7 Report Scheduler .............................................................................................................. 163
7.   View Menu   ................................................................................................................................. 164
8.   Help Menu   ................................................................................................................................. 165
Procedures
CHAPTER 9 ACD Procedures .............................................................................................................. 169
1.   Method of Programming   ............................................................................................................ 169
1.1  Entering Data ................................................................................................................... 169
2.   Order of programming   ............................................................................................................... 170
3.   Tenant Data   ............................................................................................................................... 171
4.   Split Data   ................................................................................................................................... 173
5.   Logon Data   ................................................................................................................................ 178
6.   Position Data   ............................................................................................................................. 182
7.   Call Control Vectors   ................................................................................................................... 184
8.   Pilot Data   ................................................................................................................................... 187 
						

							TABLE OF CONTENTS (CONTINUED)
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NDA-24213  TABLE OF CONTENTS
   Page v
Issue 3.0 9.   Trunk Group Data   ..................................................................................................................... 189
10.  IVR Data   ................................................................................................................................... 191
11.  Week Schedules   ....................................................................................................................... 192
12.  Holiday Schedules   .................................................................................................................... 194
13.  Holiday Calendar   ...................................................................................................................... 196
14.  System Data   ............................................................................................................................. 198
14.1 User Settings .................................................................................................................... 198
14.2 Time Out Settings ............................................................................................................. 202
15.  Communication Data   ................................................................................................................ 203
16.  Backup Database   ..................................................................................................................... 205
17.  Trace Settings  ........................................................................................................................... 208
CHAPTER 10 MIS Procedures ............................................................................................................... 209
1.   CallCenterWorX MIS Initial Setup   ............................................................................................. 209
2.   Configuring the MIS   .................................................................................................................. 214
2.1 ACD configuration data  .................................................................................................... 214
2.2 Local configuration data  ...................................................................................................214
2.3 Assigned Names  ..............................................................................................................214
3.   Naming Entities   ......................................................................................................................... 215
4.   Agent Procedures   ..................................................................................................................... 216
4.1 Adding an Agent ............................................................................................................... 216
4.2 Changing an Agent Name  ................................................................................................ 217
4.3 Deleting an Agent ............................................................................................................. 217
5.   Agent Group Name Assignment   ...............................................................................................218
6.   Pilot Assignment   ....................................................................................................................... 219
7.   Position Assignment  .................................................................................................................. 220
8.   Tally Code Assignment  .............................................................................................................. 221
9.   System Name Assignment   ........................................................................................................ 222
10.  Trunk Group Name Assignments   .............................................................................................223
11.  Wall Display Board Assignments   .............................................................................................. 224
11.1 Assigning Message Sets  .................................................................................................. 224
11.2 Scheduling Message Sets ................................................................................................ 227
12.  Reports   ..................................................................................................................................... 228
12.1 Major Categories  .............................................................................................................. 228
12.2 Minor Categories  .............................................................................................................. 229
12.3 Generating a Report ......................................................................................................... 230
12.3.1  Selecting the Subject.............................................................................................. 230
12.3.2  Formatting a Report ............................................................................................... 233
12.4 Scheduling and Printing a Report  .................................................................................... 234
12.5 Weekend Suppression of Printing  .................................................................................... 237
12.6 Generating a Graph from a Report  .................................................................................. 238
12.7 Selecting a Type of Graph ................................................................................................ 238
12.8 Types of Graphs  ............................................................................................................... 239 
						

							TABLE OF CONTENTS (CONTINUED)
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Page vi   
Issue 3.012.8.1 Line graph ..............................................................................................................239
12.8.2 Line Only graph ...................................................................................................... 239
12.8.3 Step graph ..............................................................................................................239
12.8.4  Step Line Only graph  ............................................................................................. 239
12.8.5  Vertical Bar graph  .................................................................................................. 239
12.8.6  Horizontal Bar graph  .............................................................................................. 240
12.8.7  Extended Vertical Bar graph  .................................................................................. 240
12.8.8  Extended Horizontal Bar graph .............................................................................. 240
12.8.9  Stacked Vertical Bar graph  .................................................................................... 240
12.8.10  Stacked Horizontal Bar graph  ................................................................................ 241
12.8.11 Manhattan graph .................................................................................................... 241
12.8.12 RoofTop graph ....................................................................................................... 241
12.8.13 Ribbon graph ......................................................................................................... 241
12.8.14 Pie graph ............................................................................................................... 242
12.8.15  Isographic Pie graph  .............................................................................................. 242
12.8.16 Area graph .............................................................................................................242
12.8.17 Strata graph ...........................................................................................................242
12.8.18  Strata Vertical Bar graph ........................................................................................ 243
12.8.19  Strata Horizontal Bar graph .................................................................................... 243
Reference
CHAPTER 11 CallCenterWorX Online Help .......................................................................................... 247
1.   Online Help Features  ................................................................................................................. 247
2.   Accessing the Online Help System   ........................................................................................... 247
3.   Navigating the Help System   ...................................................................................................... 248
3.1 Contents Tab  .................................................................................................................... 248
3.2 Index Tab  .......................................................................................................................... 249
3.3 Find Tab  ............................................................................................................................ 250
4.   Printing Help Topics   ................................................................................................................... 251
4.1 Printing from the Contents, Index or Find Tabs  ................................................................ 251
5.   Tips   ............................................................................................................................................ 251
CHAPTER 12 MIS Statistical Definitions and Methods ....................................................................... 253
CHAPTER 13 MIS Error Messages ........................................................................................................ 257
CHAPTER 14 Terms and Concepts ....................................................................................................... 263 
						

							LIST OF FIGURES
Figure TitlePage
NDA-24213  LIST OF FIGURES
   Page vii
Issue 3.0 Figure 3-1 PN-CC00 Connection through 10 Base T Transceiver    ....................................................... 19
Figure 3-2 Crossover Reverse Pin-out    ................................................................................................ 19
Figure 3-3 PN-CC01 Connection Straight to ACD Computer (Client or Server)    .................................. 20
Figure 3-4 PN-CC00 Connecting Through a Hub    ................................................................................ 21
Figure 3-5 Straight-Through Pin-out    .................................................................................................... 21
Figure 3-6 PN-CC01 Connecting Through a Hub    ................................................................................ 22
Figure 3-7 PN-CC00 with RS-232 Serial Connection    .......................................................................... 23
Figure 3-8 PN-CC01 Connection for ACD Computer to Remote MIS PC Serially    ............................... 24
Figure 3-9 PN-CC00 Connecting ACD Computer or MIS PC to Wall Boards    ...................................... 25
Figure 3-10 PN-CC01 Connecting ACD Computer or MIS PC to Wall Boards    ...................................... 26
Figure 3-11 Connection of RS-232 to COM Port    ................................................................................... 26
Figure 4-1 Dterm Series E ACD Terminal    ............................................................................................ 35
Figure 4-2 Dterm Series III ACD Terminal   ............................................................................................ 37
Figure 5-1 Configuration Options    ......................................................................................................... 39
Figure 5-2 ACD Computer (Client or Server) With or Without MIS    ...................................................... 40
Figure 5-3 ACD Computer Setup for Use with Remote MIS PC via TCP/IP    ........................................ 42
Figure 5-4 ACD Computer Setup for Use with Remote MIS PC via RS-232    ....................................... 44
Figure 5-5 MIS PC Setup for Use via TCP/IP    ...................................................................................... 46
Figure 5-6 MIS PC Setup for Use via RS-232    ..................................................................................... 48
Figure 6-1 Security Key    ....................................................................................................................... 51
Figure 6-2 Connecting the Security Key    .............................................................................................. 52
Figure 6-3 Installation Introduction   ....................................................................................................... 54
Figure 6-4 Contact NEC America    ........................................................................................................ 54
Figure 6-5 Documentation    ................................................................................................................... 55
Figure 6-6 Install Selection    .................................................................................................................. 56
Figure 6-7 Welcome - ACD    .................................................................................................................. 56
Figure 6-8 License Agreement - ACD    .................................................................................................. 57
Figure 6-9 User Information - ACD    ...................................................................................................... 58
Figure 6-10 Choose Destination Location - ACD    ................................................................................... 59
Figure 6-11 Setup Type Selection - MAT Client    ..................................................................................... 60
Figure 6-12 Select Program Folder - MAT Client    ................................................................................... 61
Figure 6-13 Copying Files - MAT Client    ................................................................................................. 62
Figure 6-14 Add Folder Icon - MAT Client   .............................................................................................. 62
Figure 6-15 Setup FInish - MAT Client    ................................................................................................... 63
Figure 6-16 Setup Type Selection - Server and MAT Client    .................................................................. 64
Figure 6-17 IP Address Configuration - Server and MAT Client    ............................................................ 65
Figure 6-18 Select Program Folder - Server and MAT Client    ................................................................ 66
Figure 6-19 Copying Files - Server and MAT Client   ............................................................................... 67
Figure 6-20 Add Folder Icon - Server and MAT Client    ........................................................................... 68 
						

							LIST OF FIGURES (CONTINUED)
Figure TitlePage
LIST OF FIGURES NDA-24213 
Page viii   
Issue 3.0 Figure 6-21 Setup Finish - Server and MAT Client    ................................................................................  69
Figure 6-22 Welcome - MIS   ...................................................................................................................  70
Figure 6-23 License Agreement - MIS   ...................................................................................................  71
Figure 6-24 User Information - MIS    .......................................................................................................  72
Figure 6-25 Choose Destination Location - MIS   ....................................................................................  73
Figure 6-26 Select Program Folder - MIS   ..............................................................................................  74
Figure 6-27 Copying Files - MIS    ............................................................................................................  75
Figure 6-28 Setup Finish - MIS   ..............................................................................................................  76
Figure 6-29 Starting CallCenterWorX ACD    ...........................................................................................  77
Figure 6-30 CallCenterWorX ACD Console    ..........................................................................................  78
Figure 7-1 CallCenterWorX ACD Console Screen    ..............................................................................  81
Figure 7-2 ACD Server Connection    .....................................................................................................  82
Figure 7-3 Server Name Dialog    ...........................................................................................................  82
Figure 7-4 Console Screen   ..................................................................................................................  83
Figure 7-5 Toolbars Options    ................................................................................................................  84
Figure 7-6 New Toolbar Window    .........................................................................................................  84
Figure 7-7 Data Entry Screen Background Colors    ..............................................................................  86
Figure 7-8 MAT Toolbar Icons    .............................................................................................................  87
Figure 7-9 MAT Menu    ..........................................................................................................................  87
Figure 7-10 Sample Data Entry Screen   .................................................................................................  88
Figure 7-11 Report Menu    ......................................................................................................................  90
Figure 7-12 Sample Data Entry and Data Report Screens    ...................................................................  91
Figure 7-13 Sample Report Print Preview Screen   .................................................................................  92
Figure 8-1 File Menu    ...........................................................................................................................  95
Figure 8-2 Edit Menu Commands   ........................................................................................................  96
Figure 8-3 Add Record and Delete Record Icons   ................................................................................ 96
Figure 8-4 Graph View and Text View Icons   ........................................................................................  96
Figure 8-5 Refresh Report and Create Graph Icons    ...........................................................................  96
Figure 8-6 Modify Graph and Zoom Out Icons    .................................................................................... 96
Figure 8-7 Change Password Dialog   ...................................................................................................  97
Figure 8-8 Disk Space Usage Screen    .................................................................................................  97
Figure 8-9 Configuration Menu Screen    ...............................................................................................  98
Figure 8-10 Modify Delay Intervals Window    ..........................................................................................  99
Figure 8-11 Change System Parameters Window – RS-232    ..............................................................  100
Figure 8-12 Change Systems Parameters Window – TCP/IP    .............................................................  101
Figure 8-13 Agent Assignment Window    ..............................................................................................  102
Figure 8-14 Edit Add Record Selection    ...............................................................................................  103
Figure 8-15 Add Agent Record Window    ..............................................................................................  103
Figure 8-16 Agent Group Name Assignments Window    .......................................................................  104
Figure 8-17 Break Type Assignment Window    ..................................................................................... 105
Figure 8-18 Pilot Assignment Screen    ..................................................................................................  106
Figure 8-19 Position Assignment Window    ...........................................................................................  107