NEC Neax2000 Ivs Callcenterworx System Manual

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Installation
Starting CallCenterWorX ACD
4. Starting CallCenterWorX ACD
STEP 1: Select Programs  NEC CallCenterWorX  ACD  ACD from the Start bar.
Figure 6-29   Starting CallCenterWorX ACD 
						

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Starting CallCenterWorX ACD
STEP 2: The CallCenterWorX ACD Console displays (Figure 6-30).
The CallCenterWorX logo (the red CCWX Status symbol) will not be spinning, and the toolbar icons will 
be dimmed out. The icons are enabled when connection is established to the ACD Server from the Client 
MAT. The CCWX Status symbol starts spinning when the ACD Server establishes a connection and 
successfully subscribes to the PBX. 
 
Figure 6-30   CallCenterWorX ACD Console
See Chapter 7, Heading 2, “Server Menu,” for further information on Server connectivity.
See Chapter 9, “ACD Procedures” for the method of programming (Heading 1.), the recommended 
programming order (Heading 2.), and instructions for each command (Heading 3. through Heading 17.). 
						

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Menu Commands
Chapter 7 ACD Menu Commands
Describes all ACD menu commands and subcommands.
Chapter 8 MIS Menu Commands
Describes all MIS menu commands and subcommands. 
						

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This page is for your notes. 
						

							NDA-24213 CHAPTER 7
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ACD Menu Commands
CHAPTER 7 ACD Menu Commands
Figure 7-1   CallCenterWorX ACD Console Screen
The main console screen for CallCenterWorX ACD displays the red “CCWX” Status symbol. The icons are 
enabled when connection is established to the ACD Server from the Client MAT. The red CCWX Status symbol 
starts spinning when the ACD Server establishes a connection and successfully subscribes to the PBX. 
						

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ACD Menu Commands
File Menu
1. File Menu
The File menu contains the Exit command, which provides an orderly exit from the program. 
2. Server Menu
The Server Menu comprises: 
a. The 
ACD Server option with two choices: 
1.
Connect, to connect to the ACD Server. 
To connect to the Server, you can select the 
Server menu command, choose ACD Server, and choose 
Connect (see Figure 7-2).
Figure 7-2   ACD Server Connection
The Server Name dialog box displays. If the correct name of the designated server displays, click 
OK (see Figure 7-3). If the server name displayed is not correct, type in the correct server name or 
server IP address and click 
OK. When the CCWX symbol begins to spin, you have established 
connectivity with the ACD Server.
Figure 7-3   Server Name Dialog
2.Disconnect, to disconnect from the ACD Server. This command is active only when the Server is 
connected.
b. The 
Trace Server option with two choices:
1.
Connect, to connect to the Server providing trace procedures. When connected to this Server, the 
Output Window command option under the Window menu displays trace data to a blue screen area 
which opens beneath the main console screen. This data is for the use of technicians in tracing and 
diagnosing Server and Client behavior.
2.
Disconnect, to disconnect from the Server providing trace procedures. This command is active only 
when the Trace Server is connected. 
						

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ACD Menu Commands
View Menu
3. View Menu
The View Menu controls the behavior of the Toolbars, the Workbook area, and the Status Bar on the console 
screen.
Figure 7-4   Console Screen
The Toolbar areas shown in Figure 7-4 are the MAT command toolbar, the Reports toolbar, the Utilities toolbar, 
and the 
Personal toolbar.
The 
MAT toolbar icons provide one of the three ways to access MAT commands.
Reports can be generated by use of the 
Report toolbar icons as well as from the Data Entry screen List 
button.
The 
Utilities toolbar icons are for use by technical staff in maintaining the database and monitoring ACD 
functions.
The 
Personal toolbar can be named to suit your purpose and can include any icons you wish to use.
                                           CCWX 
Utilities
  toolbar MAT toolbar Reports toolbar
 Personal toolbar
  Workbook areaStatus bar
Status
AV I 
						

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View Menu
Selecting the Toolbars option under the View menu displays the check list of available toolbars (Figure 7-5).
Figure 7-5   Toolbars Options
Toolbars can be displayed (checked) or hidden (unchecked). 
A toolbar can be relocated to any portion of the screen, including the Workbook area.
The 
Reset button will restore the default condition to the toolbars.
Personal toolbars can be created for specific purposes or for convenience in frequent usage. Using the 
New... button in the main Toolbars dialog box to display the New Toolbar window (see Figure 7-6), you 
can type in a custom name for the new toolbar.
 
Figure 7-6   New Toolbar Window
You can drag individual icons to the new toolbar to construct a personalized selection in any order.
Note:If you move an icon onto a personal toolbar which you later deactivate, and the icon is then missing from 
its original (source) toolbar, re-selecting the original toolbar in the main 
Toolbars dialog box (Figure 7-5) 
and pressing the 
Reset button will restore the icon. 
						

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View Menu
The Workbook area of the console screen shows a tab for each screen as it is opened, allowing rapid selection 
when multiple screens are displayed.
The tab shows the icon of the command with the name of the command.
The Workbook area can be removed to increase space on the main screen by clicking the checked option 
under the 
View menu. This toggles to an unchecked option which removes the Workbook until you check 
it again.
The 
Status Bar on the console screen indicates the current condition of the system.
The “Ready” on the left side indicates that the system is connected and ready for the input of commands or 
data.
“ACD Restarting” on the right side (see Figure 7-4) indicates that the ACD is restarting after stopping (see 
other status statements listed below). An “Access Denied” message indicates that the Client does not have 
Server launch permissions enabled. 
The 
Status Bar area can be removed by clicking the checked option under the View menu. This toggles to 
an unchecked option and converts the Status Bar area to screen area. Clicking on the unchecked Status Bar 
option restores the Status Bar to the screen.
StateMessage
CCWX Symbol Not Spinning, Icons DisabledNot Connected to ACD 
ACD Stopped
ACD Shutting Down
CCWX Symbol Not Spinning, Icons EnabledACD Paused
ACD Initializing
ACD Restarting
ACD Restoring DB
ACD Restoring PBX Connection
ACD Unable to Establish PBX Connection
ACD Subscribing to PBX Services
CCWX Symbol Spinning, Icons Enabled ACD Running 
						

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ACD Menu Commands
Options Menu
4. Options Menu
The Workbook / Toggle Icons option allows the choice of showing or not showing the command icon on 
the Workbook tab at the bottom of the screen.
The 
Redraw choice provides the options of Normal or Optimized for refreshing the screen.

Background offers a choice of colors and textures for the Data Entry screens. The next screen opened after 
making a color selection will show that background color while the screen is open. 
Figure 7-7   Data Entry Screen Background Colors