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NEC Neax2000 Ivs Callcenterworx System Manual

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    							NDA-24213 CHAPTER 8
        Page 97
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    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 
    						
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    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. 
    						
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    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. 
    						
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    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 
    						
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    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.” 
    						
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    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.” 
    						
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    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. 
    						
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    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 
    						
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    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). 
    						
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    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.
      
    						
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