NEC Neax2000 Ivs Callcenterworx System Manual

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4.8 Position Assignments
Position Numbers are assigned in the ACD and determine which incoming line numbers will be ACD lines. 
The Position Class specifications of “Supervisor” or “Agent” are used as a reporting convenience, but are 
not differentiated by the CallCenterWorX ACD.
Under the 
Configuration menu in the Position Assignments window, a Position may be assigned to a 
specific split or as an “any-split” position. In order to respond to dynamic load balancing demands, a 
position can be reassigned to a different split in order to place an agent in a split where that agent is most 
needed.
 
Figure 8-19   Position Assignment Window 
						

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4.9 Split Assignments
The Split Assignment window (Figure 8-20) under the Configuration menu enables users to modify 
several parameters for each split, including the Split Name, After Call Work Mode, Day/Night Mode, Night 
Service split destination, and the thresholds for Grade of Service (GOS), Inflow, and Overflow. The 
window indicates the current status for each split and provides drop down menus in each category to 
modify values.

Split Name is an optional alphanumeric name of up to 20 characters which identifies the split in 
addition to the required Split Number.

After Call Work Mode determines whether: 
Agents in that split are available for new incoming ACD calls immediately after finishing each 
call (Ready).
Agents in that split are allowed some wrap-up time at the conclusion of each call before the next 
call is assigned (Work).

Day/Night Mode 
Permits the split to receive calls (Day).
Closes down the split’s incoming queue and diverts callers to the Night Service destination 
(Night).

Night Service destination 
Specifies another split to receive calls when this split is in Night Mode.
Specifies which PBX station receives the calls (possibly an answering machine). Programming 
this PBX station is done in the ACD MAT commands. 
Other options are: 
A Night Announcement Channel option for playing announcements to callers.
An Attendant Console option which receives calls for the split in Night Mode.

Grade of Service Threshold specifies the maximum time a call can wait to be answered to be counted 
as “answered within the Grade of Service Threshold.” The Grade of Service is defined as a percentage 
of calls answered within a specified amount of time (the Grade of Service Threshold) in relation to the 
total number of calls received. This is set in the MIS.

Inflow Conditional threshold specifies the threshold minimum number of Ready agents or the 
maximum queue depth permitted to allow inflow calls from another queue. Too few agents or too many 
calls in queue will disable inflow calls. This is set in the ACD but may be modified in the MIS.

Overflow Delay threshold specifies the number of seconds a caller waits for an agent in the primary 
queue before overflowing to a secondary queue. This is set in the ACD but may be modified in the MIS. 
						

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Figure 8-20   Split Assignment Window
See Chapter 2, Heading 8, “Multi-tenant MIS Considerations—Split Numbering” for an explanation of Split 
numbering in CallCenterWorX MIS. 
						

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4.10 Tally Code Assignments
Figure 8-21   Tally Name Assignment Window
The Tally feature allows agents to use the dial keypad to register the occurrence 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, since multiple tally counts may be entered for a single phone call.
Detailed information on Tally Codes is available in the “CallCenterWorX ACD Features and Specifications” 
manual.
Adding or deleting Tally Names follows the same procedures as shown in this chapter under Heading 4.4, 
“Agent Assignments,” for adding or deleting an agent. When the Tally Assignment screen is open under 
the Configuration menu, the Edit menu provides “Add Record” or “Delete Record” options which allow 
the Tally names to be modified. 
						

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4.11 System Name Assignment
Figure 8-22   System Name Assignment Window
The Configuration menu lists the System Name Assignment command, which opens the Change 
System Name window
 shown in Figure 8-22. If the MIS is configured for TCP/IP, only the tenants that 
are assigned under the TCP/IP configuration are available for use as the System name; not all tenants are 
shown. 
Note:If the MIS is communicating via an RS-232 serial connection, the only tenant available is Tenant 1.
The System Name is related to the Tenant Name which may have been assigned in the ACD programming.
If you wish to use the ACD database name, you can check the checkbox and select a tenant from the 
drop-down menu. 
If you choose to use an independent System Name, you can leave the check box unchecked and enter 
your own name choice in the System Name dialog box. 
If you request a tenant that does not exist on the ACD, the MIS will fail to receive the download 
information and the System Name will not be assigned.
Important:An MIS dedicated to one ACD tenant should select that tenant’s name from the list. The selected tenant’s 
name will be inserted in the System Name dialog box.  
						

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4.12 Trunk Assignments
The Trunk Allocation window displays the Trunk Group Number, Trunk Group Name, and the Number of 
Circuits allocated for each 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.
From the 
Configuration menu, the Trunk Assignments command accesses the Trunk Allocation 
Window
 (Figure 8-23) where a trunk group name of up to 20 characters may be assigned to a trunk group 
number.
 
Figure 8-23   Trunk Allocation Window 
						

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4.13 Wallboard Message Sets
CallCenterWorX MIS can display real-time statistics to the optional Spectrum Wall Display Boards which 
provide up-to-the-second information on call center activity. This information is displayed to agents and 
supervisors as the events take place, allowing all members of the call center to monitor the performance of 
a specified split or of the center as a whole.
The information for display is specified in a Message Set, a series of messages: 
Composed of text and data fields.
Displayed on a particular Spectrum Wall Display Board type.
Using colors, graphics, and display modes to convey the information.
The data fields shown in these message sets are the same ACD statistical information appearing in the 
real-time status screens displayed on the monitor. There are 15 different data fields available, which are 
based on either split or system data.
For a single-line board type, up to 15 messages may be sent (one at a time) in the series that makes up the 
set, and a dual-line board type can display a series of 30 messages in a set. The same Message Set may be 
sent to up to four boards of the same type. Only one Message Set may be sent to each board at a time.
A Message Set is identified by a set number and a set name, and is specified for a particular type of wall 
board. The type of board determines: 
How many lines of display are available. 
How many characters an individual message may contain.
Whether the display can be in amber, green, and red, or only in red.
The message displayed can be:
All graphic.
All user-defined text.
A combination of user-defined text and data fields.
The mode of display ranges through 25 variations, such as flash, rotate, and scroll. Preset graphic displays 
can be included in the Message Set. 
						

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The Wallboard Message Sets window is accessed from the Configuration menu. There are screens for 
constructing a message (see Figure 8-26) and for scheduling the display of the message on a particular 
board or boards (see Figure 8-27).
 
Figure 8-24   Select Wallboard Message Sets
Figure 8-25   Message Set Name Assignment Dialog
Selecting Wallboard Message Sets–Assignment under the Configuration menu and clicking on Create 
Message Set Name
 opens the Message Set Name Assignment dialog box in Figure 8-25. Entering a 
Message Set Name, selecting a board type, and pressing OK opens up the Message Sets Assignment Screen 
(see Figure 8-26). Board types and their characteristics are listed in Chapter 10, Table 10-1, “Wallboard 
Types.”  
						

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4.14 Constructing Message Sets
Message Sets are constructed in the Message Sets Assignment screen (Figure 8-26) which shows all the 
Message Sets assigned in the system (up to 50 Message Sets). 
Drop down menus provide a choice of existing messages to be altered or deleted. 
New messages can be named and their elements specified by choices from these menus.
Figure 8-26   Message Sets Assignment Screen 
						

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4.15 Scheduling Message Sets
The Schedule Wallboard Message Sets screen (Figure 8-27) lists the message sets that have been 
constructed and sets up the display plan for them, determining:
Time of display
Speed (interval between messages in a multi-message set)
Individual wall board destination (display number)
 
Figure 8-27   Schedule Wallboard Message Sets