NEC Neax2000 Ivs Callcenterworx System Manual

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Procedures
Chapter 9 ACD Procedures
Contains procedures for programming the ACD MAT system.
Chapter 10 MIS Procedures
Contains procedures for configuring and using the MIS system. 
						

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This page is for your notes. 
						

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ACD Procedures
Method of Programming
CHAPTER 9 ACD Procedures
1. Method of Programming
1.1  Entering Data
Data is entered in the CallCenterWorX ACD programming by use of the Data Entry screens found under 
the 
MAT menu. They are accessed in one of three ways:
Selecting a command from the 
menu bar using the mouse (such as selecting the Tenant Data 
command by clicking 
Tenant Data under the MAT menu shown in Figure 9-2).
Selecting a command from the 
keyboard by holding down the Control and Shift keys and pressing 
an alphabetic letter (such as selecting the 
Tenant Data command by holding down CTRL and SHIFT 
and pressing 
T).
Selecting a command from the 
icon Toolbar (located under the menu bar) by using the mouse (such 
as clicking the 
Tenant Data toolbar icon). 
Figure 9-1   MAT Command Toolbar Icons
Figure 9-2   MAT Menu and Keyboard Commands 
						

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Order of programming
2. Order of programming
Because some commands depend on information having been previously programmed before the command can 
accept data, the CallCenterWorX ACD MAT should be programmed in the following order: 
1. Tenant Data
2. Split Data
3. Agent Logon Data
4. Position Data
5. Call Control Vector Data
6. Pilot Data
7. Trunk Group Data
8. Interactive Voice Response Data
9. Week Schedules Data
10. Holiday Schedules Data
11. Holiday Calendar Data 
						

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Tenant Data
3. Tenant Data
Figure 9-3   Tenant Data Screen
STEP 1:Tenant Number (required)
Using the up and down arrows, select the desired 
Tenant Number between 1 and 9.
STEP 2:  
Name
Enter the Tenant Name (optional). 
STEP 3:  
Splits
Enter the quantity of splits for this tenant.
Important:A total quantity of 30 splits is available to be shared among all 9 possible tenants. Entry of a quantity 
exceeding the remaining available number of split assignments will generate an error message in the 
Operation Result Message Bar saying “Tenant Database is full.” Press the Tenant Data screen List 
button or the Tenant Data Report icon to display a report showing the current status of split 
assignments, to determine whether splits are available to be assigned.
STEP 4:  
IVR Pilot Number
 Enter a PBX directory number to be used by the ACD to access ports on an IVR (2 to 4 digits).
STEP 5:  
Outbound Answer Timer
Enter a time (in seconds) to indicate if an outbound call was successfully completed.
STEP 6: Operator Access Code
Enter the directory number for dialing the operator as programmed in the PBX. 
						

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Tenant Data
STEP 7:  Default Language
From the drop-down menu, choose the language to be used tenant-wide if there are no agents logged 
on to the ACD database using a Logon ID.  Each Dterm requires a language for display, and the Logon 
Data procedure (see this chapter, Heading 5.) specifies by agent the language to be displayed on that 
agent’s D
term LCD display.The default Tenant language being chosen in this step is used when no 
agent is logged on using a Logon ID and the Logon Data therefore cannot specify.
STEP 8:  
Agent Personal Queues
(a)  Announcement Number
Using the up and down arrows, select the number indicating which announcement to use for all 
personal queues in this Tenant. Announcement Number 1 is not available. Valid values are 
from 2-58; the default is 0 = not used.
(b)  
Overflow/Forward Priority
Enter the priority level to use for split queuing after overflow or call forwarding.
STEP 9:  
I/O Port Assignment
(a) On the COM 1 tab, select OFF or MIS to determine if this port is used for MIS reporting for this 
tenant.
(b) On the COM 2 tab, select OFF or MIS to determine if this port is used for MIS reporting for this 
tenant.
STEP 10: Press 
Update to save the new information.
STEP 11: Press 
Close to exit the data screen. 
						

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Split Data
4. Split Data
Figure 9-4   Split Data Screen
STEP 1: After assigning the Tenant data, access the Split Data dialog 
(Figure 9-4).
STEP 2:  
Split
(a)Tenant Number (required)
Select the tenant number from the drop-down menu showing all assigned tenants in the system.
(b)
Split (required)
Select the split number using the up and down arrows, or enter a new split number of up to two 
numeric characters with a value between 1 and 30. The 30 possible splits in CallCenterWorX 
are shared among the 9 possible tenants, and split numbering begins with “1” for each tenant. 
Press the 
List button on the Split Data screen to see a listing of previously configured splits for 
all tenants.
Important:Step 3:Splits of the Tenant Data programming sets the quantity of splits for this tenant. You cannot 
configure more than that programmed quantity of splits for this tenant.
(a)
Name (optional)
Enter an optional split name of up to 20 alphanumeric characters.  
						

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Split Data
(b)Hot Split 
If used, all members of this split must be “automatic” agents. There cannot be a mixture of 
standard agent positions and hot agent positions in the same split. This feature is designed for 
analog devices only, such as answering machines, dictation machines, and voice mail 
machines. D
term stations cannot be used as members of a Hot Split. 
Click to check this box if this split destination will be continually available to answer calls 
(such as an automated attendant port). This split is typically not staffed and always logged on. 
A position in this split must be removed from the database to be logged off. 
STEP 3:  
ACD Call(s)
(a)Recover Time (optional)
Using the up and down arrows, set a time between 0 and 255 seconds which indicates the 
amount of time an ACD call can ring at an agent’s position before being recovered (put back 
into its original queue at the highest priority). It resumes processing its original CCV at the 
point at which it was removed. After the call is recovered, the agent is immediately forced to 
Work mode with a flashing Work LED and the display “
CALL RECOVERED.”
(b)
Auto Answer (required)
Check to select Automatic to connect calls automatically to the agent. 
If not checked, the agent is required to press the Answer button to answer an incoming call.
(c)
Auto Work After Call (required)
Check to put the agent position into Work mode (unavailable to take ACD calls) after 
disconnecting from an ACD call. 
If not checked, the agent position goes into Ready mode (available to receive a new ACD 
call) immediately after disconnecting from a previous ACD call.
(d)
Require Tally Per Call (optional)
Check to set the requirement that an agent must enter a per-call tally code before the next call 
will be allowed to ring in to the position. 
STEP 4:  
Stranded Calls CCV (optional)
(a)  
Index (optional)
Use the up and down arrows to set the CCV Index to use when recovering calls left in queue 
after all agents in the split have logged off. Valid values are 0 to 60 (0 = feature not used).
(b)  
Step (optional)
Use the up and down arrows to set the CCV Step to use when recovering calls left in queue 
after all agents in the split have logged off. Valid values are 1 to 20. 
STEP 5:  
Queue
(a)  Maximum Depth (required)
Enter the maximum number of calls that can be in queue at any given time. Valid ranges are 
from 1 to 300. If you use Variable Depth Queuing (see Chapter 14 for an example), the valid 
range is from 5% to 1000%. 
						

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(b)  Agent Priority Queuing   (required)
Check to require that agents are queued according to the split preference in their logon data. 
Leave unchecked to place agents on a “first come first served” basis in which the longest 
waiting agent receives the next call. 
(c)  
Do Not Disturb   (required)
Check to indicate that calls are not queued when no agents are logged in to the split.
Unchecked (OFF) permits calls to be queued when no agents are logged in to the split. This 
is the default value.
STEP 6:  
Work Mode
(a)  Restricted
Check to restrict agents from going to Work mode under certain conditions, or to limit the 
conditions under which Work mode is used (see the “CallCenterWorX ACD Features and 
Specifications” manual for detailed listing). 
Unchecked does not restrict Work mode access.
(b)  
Time Out (required)
Using the up and down arrows, select the number of seconds that a position can stay in Work 
mode before being forced to Ready mode. When the timeout expires, the agent will be assigned 
a call if there are calls waiting in queue. The agent may use a Tally-Oh code to disable the 
timeout. The Tally-Oh code must be used while in Work mode and only affects the current 
timeout. Valid values are from 0 to 999 (0 = feature not used). See the “CallCenterWorX ACD 
Features and Specifications” manual for detailed information on Tally-Oh codes.
(c)  
...While on PBX Call (optional)
Check to apply Work mode timeout (as in Step 6:(b)) to agents’ calls on their PBX lines.
STEP 7:  
Directory Numbers
(a)  Night (optional)
Enter the directory number (2 to 4 digits) where calls will be routed when this split is in Night 
mode. This must be a pilot number.
(b)  
Assist (optional)
Enter the directory number (up to 4 digits) where calls will be routed for assist requests. This 
number is overridden by the Assist number in the Logon Data dialog for a particular agent (see 
Step 8:(c), “Assist Key\Monitor Me”). 
(c)  
Emergency (optional)
Enter the directory number (up to 4 digits) where calls will be routed for emergency requests. 
This number is overridden by the Emergency number in the Logon Data dialog for a particular 
agent. See the “CallCenterWorX ACD Features and Specifications” manual for detailed 
information on emergency monitoring. 
						

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Split Data
STEP 8:  Agent
(a)  Logoff Warning Criteria
This feature enables a “Logoff Warning” to display if an agent tries to log off when the number 
of calls in queue for the split is greater than or equal to the number of logged on agents. You can 
set a value between “1 Agent” and “9 Agents” for the maximum number of agents still logged 
on to the split when the warning is given. For example, if there are 5 calls in queue, if the 
setting is “5 Agents,” and if 8 agents are logged on, then 3 agents can logoff without the 
warning displaying. If there are still 5 calls in queue, the next of the 5 remaining logged on 
agents who tries to logoff will receive the warning.
The more general “Calls>Agents” setting will display the warning to any agents who try to log 
off when the number of queued calls is equal to or greater than the number of logged on agents, 
however large or small the number of logged on agents or number of calls in queue.
Choosing the default “Disabled” disables the warning feature.
For more detailed information, see the “CallCenterWorX ACD Features and Specifications” 
manual.
(b)  
Require Logon ID
Check to require a Logon ID for Agents logging on to this split.
(c)  
Assist Key “Monitor Me”
Check to enable the “Monitor-Me” feature. An agent may request to be monitored by a specific 
supervisor by pressing the ASSIST key. This sends a request to the Assist directory number 
(see Step 7:(b)) and allows the supervisor to be in a silent monitor connection listening to the 
agent and the calling party. This differs from the normal Monitoring function, which is initiated 
by the supervisor rather than the agent. See the “CallCenterWorX ACD Features and 
Specifications” manual for detailed discussions on both types of monitoring.
Unchecked leaves the ASSIST key functioning to allow an agent to call a supervisor for 
assistance during an ACD call. This action places the active call on hold and places a call to a 
pre-programmed number (any station in the PBX, an attendant, an individual supervisor, a pilot 
number for a split of supervisors, etc.).
(d)  
Multiple Break Types 
Check to allow nine break types; default setting (unchecked) is one break type. Break types can 
be named in the CallCenterWorX MIS.
STEP 9:  
PBX Call
(a)  Auto Work on Ring (optional)
Check to automatically put the agent into Work mode when an incoming call is received on the 
agent’s PBX line. 
(b)  
Auto Work on Answer (optional)
Check to automatically put the agent into Work mode when an incoming call is answered on 
the agent’s PBX line.