NEC Neax2000 Ivs Callcenterworx System Manual
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NDA-24213 CHAPTER 8 Page 97 Issue 3.0 MIS Menu Commands Administration Menu 3. Administration Menu The commands under this menu are Change Password and Disk Usage. The Change Password dialog should be used only by the call center manager or network administrator as a periodic security measure. Figure 8-7 Change Password Dialog The Disk Usage screen is for information only, providing a report of disk space used and available. Figure 8-8 Disk Space Usage Screen
CHAPTER 8 NDA-24213 Page 98 Issue 3.0 MIS Menu Commands Configuration Menu 4. Configuration Menu Figure 8-9 Configuration Menu Screen The Configuration menu allows the call center manager to establish the basic parameters of the MIS. The System Parameters window settings (see Figure 8-11 and Figure 8-12) determine the method of communication with the ACD system and set other preferences for the operation of the MIS. The other listed commands open screens to accept configuration of the features of the MIS.
NDA-24213 CHAPTER 8 Page 99 Issue 3.0 MIS Menu Commands Configuration Menu 4.1 System Parameters There are several kinds of configuration data used in CallCenterWorX: 1. ACD configuration data is used in the ACD system and affects the processing of calls. The initial data for Agent Logon ID Code assignments, Position Split Assignments, Split Inflow Threshold, and Overflow Delay Threshold are downloaded to the MIS system during start-up. These fields are stored in the ACD system but may be modified in the MIS. 2. MIS local configuration data is used only by CallCenterWorX MIS and does not affect the ACD. The Grade of Service Threshold, Answer Delay Interval, Abandon Delay Interval, and Wall Board Configuration fields are assigned and stored in CallCenterWorX MIS. 3. Some communication parameters must be programmed and changed in both the ACD and MIS systems, such as setting or modifying the Communication Port for the computer, and Break Type enablement and assignment. 4. Certain configuration data used in the MIS (assigned names such as Split Name and Agent Name, which are referenced by both systems) can be synchronized to match the configuration data in the ACD. Although naming 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. These names are downloaded to the MIS database at start-up. The acceptance or rejection of this download may be set under the Download Names field in the Change System Parameters window (see Figure 8-11), accessed from the Configuration menu. 4.2 Modifying Delay Intervals The Delay Intervals parameter is listed on the System Parameters window under the Configuration menu. Figure 8-10 shows the default settings of the delay intervals used in reporting Answer Delay and Abandon Delay statistics for splits and trunk groups. The intervals are measured in seconds. Figure 8-10 Modify Delay Intervals Window These intervals can be modified to change the size of the “buckets” into which all answered calls or abandoned calls fall (the beginning number in each interval changes in reference to the setting of the previous ending number). When calls are answered or abandoned within these specified time intervals, the counts are incremented accordingly.
CHAPTER 8 NDA-24213 Page 100 Issue 3.0 MIS Menu Commands Configuration Menu 4.3 Configuring Communication Type Before you can run CallCenterWorX MIS you must properly configure the Communication Type and Port (or Host / Host Name). If communication settings are incorrect, CallCenterWorX MIS will not run. The System Parameters command under the Configuration menu opens the setup window called the Change System Parameters window which is used to configure the Communication Type and Port (or Host/Host Name). The Communication Type field in the Change System Parameters window (see Figure 8-11 and Figure 8-12) offers a choice of either TCP/IP or RS-232. The Type choice determines which items can be set in the Communication section of the window. RS-232 is a standardized serial interface between data communications equipment (such as computers) and data terminal equipment (such as modems and terminals). . Figure 8-11 Change System Parameters Window – RS-232
NDA-24213 CHAPTER 8 Page 101 Issue 3.0 MIS Menu Commands Configuration Menu TCP/IP (Transmission Control Protocol/Internet Protocol) is a set of protocols (rules to add order to data transmission) to provide end-to-end connectivity between a data source and a destination on a network. Figure 8-12 Change Systems Parameters Window – TCP/IP The Host Name or IP Address is the network name of the ACD Server which directs the CallCenterWorX system; it is the name given to the CallCenterWorX computer when TCP/IP is selected as the MIS Communication Type. A matching Host Name is required for communication between CallCenterWorX ACD and CallCenterWorX MIS. Your network administrator can provide this name. Important:It is essential to configure the Tenant numbers to be monitored by the MIS and to assign the System Name . This procedure is discussed in Chapter 10, Heading 9, “System Name Assignment.”
CHAPTER 8 NDA-24213 Page 102 Issue 3.0 MIS Menu Commands Configuration Menu 4.4 Agent Assignments The Agent Assignment window under the Configuration menu is used to add or modify agent information. Figure 8-13 Agent Assignment Window All agent information is referenced by the Agent ID. The Agent Assignment window displays: Agent Logon ID Agent Name Agent Group Number Agent Group Name Agent Position (if logged on) Attribute Split assignments Note:Terms listed above are defined in Chapter 14,“Terms and Concepts.”
NDA-24213 CHAPTER 8 Page 103 Issue 3.0 MIS Menu Commands Configuration Menu Figure 8-14 Edit Add Record Selection From the Edit menu of the Agent Assignments window (see Figure 8-14), choosing Add Record displays the Add Agent Record window (Figure 8-15). Figure 8-15 Add Agent Record Window The Agent ID is a numeric logon ID which may be up to 9 digits long (leading zeros are not allowed). It is required information, since all other agent programming refers to it. The Agent Name field may contain up to 20 alphanumeric characters. The Agent Group Number may range from 1 to 16 and is set in the MIS. The Attribute Split is the agent’s primary split, which sets up the agent’s allowed Break types, after call Work mode, and other parameters derived from the ACD setting for that split.
CHAPTER 8 NDA-24213 Page 104 Issue 3.0 MIS Menu Commands Configuration Menu 4.5 Agent Group Assignments Agent Groups are collections of agents grouped for comparative analysis. Agent Groups are an MIS entity rather than being set up in ACD programming. All agents are originally members of Group 1 and must be reassigned to other groups if you choose to use this feature. Membership in a group is not restricted by an agent’s split assignment. An agent group may contain members of different splits. A group may be named to represent the factor being analyzed (such as Evening, Sales, or Training) or given a team-type name (such as Red, Blue, Stars, or Rangers) to suit the purpose of the analysis. The use of agent groups is optional in CallCenterWorX, but if groups are defined the database will collect data on them for display and reports (see the Agent Group Reports category under the Reports menu). Agent groups may be created at any time by choosing Agent Group Assignments under the Configuration menu. Figure 8-16 Agent Group Name Assignments Window
NDA-24213 CHAPTER 8 Page 105 Issue 3.0 MIS Menu Commands Configuration Menu 4.6 Break Type Assignments Figure 8-17 Break Type Assignment Window The ACD MAT commands offer the choice of either one or nine break types. Break Type Assignments are set under the MIS Configuration menu, and Break names may have up to 20 alphanumeric characters. The agent presses the Break key and is prompted to enter a number representing the type of break. The “CallCenterWorX ACD Features and Specifications” manual provides detailed procedures on using the Break feature. The Reports menu provides the Agent Break Report (see Figure 8-51) under the Agent Reports command, and the Split Break Report under the Split Reports command which can be specific to each split (see Figure 8-60).
CHAPTER 8 NDA-24213 Page 106 Issue 3.0 MIS Menu Commands Configuration Menu 4.7 Pilot Assignment Figure 8-18 Pilot Assignment Screen This screen lists the names of the pilot numbers configured in the ACD database. Pilot Names are assigned in the ACD as part of the Pilot Data programming and will be downloaded to the MIS at start-up. If you wish to have independent Pilot Names in the MIS, you must have the “Download Names” setting at OFF in the Change Systems Parameters screen (see Figure 8-11 and Figure 8-12). Adding or deleting Pilot Names follows the same procedures as shown in this chapter under Heading 4.4, “Agent Assignments,” for adding or deleting an agent. With the Pilot Assignment screen open under the Configuration menu, the Edit menu provides “Add Record” or “Delete Record” options which allow the Pilot names to be modified. A personal pilot number is the PBX directory number, assigned in the ACD Agent Logon ID Data procedure, which will reach the ACD agent directly. Personal pilots cannot be named.