NEC Neax2000 Ivs Callcenterworx System Manual

							LIST OF FIGURES (CONTINUED)
Figure TitlePage
NDA-24213  LIST OF FIGURES
   Page ix
Issue 3.0 Figure 8-20 Split Assignment Window    ................................................................................................. 109
Figure 8-21 Tally Name Assignment Window    ...................................................................................... 110
Figure 8-22 System Name Assignment Window   ..................................................................................  111
Figure 8-23 Trunk Allocation Window    ..................................................................................................  112
Figure 8-24 Select Wallboard Message Sets    .......................................................................................  114
Figure 8-25 Message Set Name Assignment Dialog    ...........................................................................  114
Figure 8-26 Message Sets Assignment Screen    ................................................................................... 11 5
Figure 8-27 Schedule Wallboard Message Sets    .................................................................................. 11 6
Figure 8-28 Database Limits Screen    ...................................................................................................  117
Figure 8-29 Status Screens Menu    .......................................................................................................  118
Figure 8-30 Split Status Screen Menu    .................................................................................................  119
Figure 8-31 All Split Statistics    .............................................................................................................. 120
Figure 8-32 Split Daily Statistics - Graph Format    ................................................................................. 121
Figure 8-33 Split Hourly Statistics - Graph Format    .............................................................................. 122
Figure 8-34 Agent Summary Statistics - Text Format    .......................................................................... 123
Figure 8-35 Agent Detail Statistics    ....................................................................................................... 124
Figure 8-36 Queue Statistics Screen - Graph Format   .......................................................................... 125
Figure 8-37 System Status Screen Menu    ............................................................................................ 127
Figure 8-38 System Daily Statistics - Graph Format    ............................................................................ 128
Figure 8-39 System Hourly Statistics - Text Format    ............................................................................. 129
Figure 8-40 System Agent Summary Statistics - Graph Format    .......................................................... 130
Figure 8-41 Split Detail Statistics Screen   ............................................................................................. 131
Figure 8-42 System Queue Statistics Screen - Text Format    ................................................................ 132
Figure 8-43 System Queue Statistics Screen - Graph Format   ............................................................. 133
Figure 8-44 Modify Statistic Screen Update Intervals    .......................................................................... 134
Figure 8-45 Reports Menu Screen    ....................................................................................................... 135
Figure 8-46 Agent Reports Menu    ......................................................................................................... 136
Figure 8-47 Agent Summary Report - All Agents    ................................................................................. 137
Figure 8-48 Agent ACD Detail Report - Personal Queue   ..................................................................... 138
Figure 8-49 Agent PBX Detail Report - Single Agent    .......................................................................... 139
Figure 8-50 Agent Staffing Report - Single Agent    ................................................................................ 140
Figure 8-51 Agent Break Report - All Agents   ....................................................................................... 141
Figure 8-52 Agent Group Report    ......................................................................................................... 142
Figure 8-53 Agent Group Summary Report Screen    ............................................................................. 143
Figure 8-54 Split Reports Menu    ........................................................................................................... 144
Figure 8-55 Split Summary Report    ...................................................................................................... 145
Figure 8-56 Split Traffic Report    ............................................................................................................ 146
Figure 8-57 Split Profile Report    ............................................................................................................ 147
Figure 8-58 Split Staffing Report    .......................................................................................................... 148
Figure 8-59 Split Staffing Report - Graph Format    ................................................................................ 149
Figure 8-60 Split Break Report - Single Split    ....................................................................................... 150
Figure 8-61 Split Answer Delay Report - Single Split   ........................................................................... 151 
						

							LIST OF FIGURES (CONTINUED)
Figure TitlePage
LIST OF FIGURES NDA-24213 
Page x   
Issue 3.0 Figure 8-62 Split Abandon Delay Report    .............................................................................................  152
Figure 8-63 Pilot Report Menu    ............................................................................................................  153
Figure 8-64 Pilot Summary Report    ......................................................................................................  154
Figure 8-65 Trunk Group Report Menu    ...............................................................................................  155
Figure 8-66 Trunk Group Call Volume Report - All Groups    .................................................................  156
Figure 8-67 Trunk Group Answer Delay Report    .................................................................................. 157
Figure 8-68 Trunk Group Abandon Delay Report    ................................................................................  158
Figure 8-69 Trunk Group Trunk Circuit Report - All Groups    ................................................................  159
Figure 8-70 Tally Code Reports Menu    .................................................................................................  160
Figure 8-71 Tally Code Summary - Split    ..............................................................................................  161
Figure 8-72 Tally Code Summary - Pilot    ..............................................................................................  162
Figure 8-73 Report Scheduler Screen    .................................................................................................  163
Figure 8-74 View Menu Commands    ....................................................................................................  164
Figure 8-75 Toolbar Icons    ....................................................................................................................  164
Figure 8-76 Help Menu Commands    ....................................................................................................  165
Figure 9-1 MAT Command Toolbar Icons    .......................................................................................... 169
Figure 9-2 MAT Menu and Keyboard Commands    .............................................................................  169
Figure 9-3 Tenant Data Screen    .........................................................................................................  171
Figure 9-4 Split Data Screen    .............................................................................................................  173
Figure 9-5 Agent Logon Data Screen    ................................................................................................  178
Figure 9-6 Position Data Screen    .......................................................................................................  182
Figure 9-7 Call Control Vectors Screen    .............................................................................................  184
Figure 9-8 CCV Action Choices   .........................................................................................................  186
Figure 9-9 Pilot Data Screen    .............................................................................................................  187
Figure 9-10 Trunk Group Data Screen    ................................................................................................  189
Figure 9-11 Trunk Group–Second Number Pad of Four    .....................................................................  190
Figure 9-12 IVR Data Screen    ..............................................................................................................  191
Figure 9-13 Week Schedules Screen    ..................................................................................................  192
Figure 9-14 Holiday Schedules Screen    ...............................................................................................  194
Figure 9-15 Holiday Calendar Screen    .................................................................................................  196
Figure 9-16 Schedule Number Menu    ..................................................................................................  197
Figure 9-17 System Data Screen - User Settings    ............................................................................... 198
Figure 9-18 System Data Screen - Time Out Settings    ........................................................................  202
Figure 9-19 Communication Data Screen    ...........................................................................................  203
Figure 9-20 Backup Database Screen    ................................................................................................  205
Figure 9-21 Select Directory - Backup   .................................................................................................  206
Figure 9-22 Select File - Backup    .........................................................................................................  206
Figure 9-23 Trace Settings Screen    ......................................................................................................  208
Figure 10-1 Start CallCenterWorX MIS–Setup    ....................................................................................  209
Figure 10-2 CallCenterWorX MIS–Setup Window   ...............................................................................  210
Figure 10-3 Change System Parameters Window–RS-232    ................................................................  210
Figure 10-4 Change Systems Parameters Window–TCP/IP    ...............................................................  211 
						

							LIST OF FIGURES (CONTINUED)
Figure TitlePage
NDA-24213  LIST OF FIGURES
   Page xi
Issue 3.0 Figure 10-5 Select Tenants Window    .................................................................................................... 212
Figure 10-6 Add Agent Record Window    .............................................................................................. 216
Figure 10-7 Delete Agent Record Window    .......................................................................................... 217
Figure 10-8 Pilot Assignment Window    ................................................................................................. 219
Figure 10-9 Position Assignment Window    ........................................................................................... 220
Figure 10-10 Tally Name Assignment Window    ...................................................................................... 221
Figure 10-11 System Name Assignment Window   .................................................................................. 222
Figure 10-12 Trunk Allocation Window    .................................................................................................. 223
Figure 10-13 Create Wallboard Message Set    ........................................................................................ 224
Figure 10-14 Wallboard Message Set Window    ...................................................................................... 225
Figure 10-15 Schedule Wallboard Message Sets    .................................................................................. 227
Figure 10-16 Major Report Categories    .................................................................................................. 228
Figure 10-17 Minor Report Categories    .................................................................................................. 229
Figure 10-18 Agent Report Window    ....................................................................................................... 230
Figure 10-19 Calendar Drop Down Menu    .............................................................................................. 231
Figure 10-20 Specifying Report Parameters    .......................................................................................... 232
Figure 10-21 Report Layout Grid    ........................................................................................................... 233
Figure 10-22 Report Scheduler Window    ................................................................................................ 234
Figure 10-23 Add a Report Window    ....................................................................................................... 235
Figure 10-24 Report Duration Window    .................................................................................................. 235
Figure 10-25 Report Output Time Window    ............................................................................................ 236
Figure 10-26 Completed Report Output Schedule   ................................................................................. 236
Figure 10-27 Choose Graph Style Window    ........................................................................................... 238
Figure 11-1 Help Topics Window - Contents Tab    ................................................................................. 248
Figure 11-2 Content Tab Bullets    .......................................................................................................... 248
Figure 11-3 Help Topics Window - Index Tab    ...................................................................................... 249
Figure 11-4 Help Topics Window - Find Tab    ........................................................................................ 250
Figure 11-5 Print Dialog Box    ................................................................................................................ 251 
						

							LIST OF TABLES
Table TitlePage
LIST OF TABLES NDA-24213 
Page xii   
Issue 3.0 Table 1-1 System Capacities ...................................................................................................................  6
Table 1-2 Related Documentation Available from NEC  ..........................................................................  7
Table 2-1 System Requirements for ACD Computer With and Without MIS .........................................  12
Table 2-2 System Requirements for ACD Computer Using Remote MIS PC via TCP/IP ......................  13
Table 2-3 System Requirements for ACD Computer Using Remote MIS PC via RS-232 .....................  14
Table 2-4 System Requirements for Remote MIS PC via TCP/IP .........................................................  15
Table 2-5 System Requirements for Remote MIS PC via Serial RS-232...............................................  16
Table 2-6 Single MIS Application Split Number Usage ..........................................................................  18
Table 10-1 Wallboard Types ..................................................................................................................  226 
						

							NDA-24213
Page 1
Issue 3.0
Overview
Chapter 1    CallCenterWorX Overview
Describes the functions of the application, the features and enhancements of its subsystems, the 
system capacities, and other documentation which may be helpful. 
						

							NDA-24213
Page 2
Issue 3.0
This page is for your notes.
      
						

							NDA-24213 CHAPTER 1
Page 3
Issue 3.0
CallCenterWorX Overview
General Description
CHAPTER 1 CallCenter
WorX Overview
1. General Description
A call center often serves as the primary interface between customer and company. It is the new front line in 
business-to-business and consumer transactions, a customer contact center that must also remain in contact with 
the entire organization. When agent and customer share a call, a number of vital dynamics are in play:
Communication is taking place at its most fundamental level—voice.
Two-way information is being shared that dictates a transaction outcome—data.
The transaction experience is either pleasant or unpleasant.
Money is either made or lost.
Customer loyalty is developed or disrupted.
CallCenterWorX is a suite of hardware and software solutions that are focused on customer care. It includes tools 
for enhancing accurate call direction, for maximizing and measuring performance, and for efficiencies in time 
and cost—a call center that not only works hard for you, but responds quickly and efficiently to the customer.
The CallCenterWorX suite includes the Automatic Call Distribution (ACD) system and the Management 
Information System (MIS), elements that streamline call flow and work flow. CallCenterWorX gives you a 
flexible, adaptable tool to control both the structure and the operation of your call center.
The ACD system supplements the call processing capabilities of the NEAX2000 IVS. Typical call routing is 
designed to connect each caller with the most appropriate agent to handle their call in the shortest time possible. 
Avoiding long wait times and getting the caller directly to someone who can deal with their request can have a 
substantial impact on customer satisfaction. The ACD facilitates the handling of a large volume of calls with the 
smallest number of resources, while at the same time minimizing a caller’s wait for assistance.
When the ACD accepts a call, it can be configured to play a message to the caller and route the call in a 
pre-specified order to a queue of waiting calls for a particular split (group of agents). The queued call is then 
answered in sequence by the next available agent in that split.
As each call progresses through the system, the ACD provides data to the MIS, which translates the 
call-handling data into meaningful statistics. The MIS system of CallCenterWorX uses these statistics to offer 
call center managers and supervisors access to important real-time and historical data. This data is used for 
maximizing agent productivity and assuring quality performance in handling incoming and outgoing call 
volume in the call center.
The MIS Status Screens (Real-Time Screens) provide color-coded, up-to-the-second views of agent and queue 
activity. Statistics on the call volume, and on the effectiveness of the agents handling those calls, are computed 
in real-time and are displayed for the current hour and day. These statistics are also collected in the MIS database 
and used to generate reports in text or graphical format, giving you the data you need to make informed decisions 
concerning the management of your call center. 
						

							CHAPTER 1 NDA-24213
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Issue 3.0
CallCenterWorX Overview
CallCenterWorX ACD 2.0 Features and Enhancements
2. CallCenterWorX ACD 2.0 Features and Enhancements
The CallCenterWorX ACD 2.0:
1. Runs on the 
Windows NT 4.0 Workstation operating system using a Client/Server architecture, making 
information and processing directly available from the desktop interface.
2. Uses a 
GUI interface to make commands and controls easily accessible to the user. 
3. Has the capacity to serve 
10, 20, 30, 40, 60, or 80 logged-in agents.
4. Can support up to 
nine tenants.
5. Routes incoming calls using:
A user-defined set of call handling instructions named 
Call Control Vectors (CCVs), Week 
Schedules
, and Holiday Schedules.
A system of 
priorities and call overflows designed to deliver calls rapidly and efficiently to the 
appropriate split or agent.
6. Has 
dockable Toolbars which can be dragged to other locations on the working screen. The user can also 
build a 
personal toolbar of most frequently used icons.
7. Provides 
Toolbar icons and ToolTips for all MAT commands, for opening report views, and for online 
Help
 and context-sensitive Help.
8. Provides 
Data Entry screens with a choice of background color pattern for each screen.
Data Entry screens can accept new data or revise previously entered data with 
immediate 
confirmation
 of the action. These screens list operational data in drop-down menus.
Each Data Entry screen can open to a 
report view showing the currently programmed data. The font 
style and size and the column headings in the report can be reset to suit your preference.
The report view can open to a 
Print Preview showing the report as it would be printed, and can send 
the report to a printer. A report can be saved to a 
data file, saved to a Microsoft Excel file, or exported 
to a 
Microsoft Access database.
9. Has a 
optional Workbook area showing a tab for each open screen with the MAT command icon for that 
screen. A report icon displays on top of the command icon for those screens open to the report view.

Multiple screens can be open simultaneously. A screen is made the active screen by selecting the 
appropriate Workbook tab.
10. Has an 
optional Status bar which reflects the state of the active screen. 
11.
Supports 6 languages (English, Japanese, French, German, Italian and Spanish) for display to the agent’s 
D
term position.
12. Uses a 
Trace Client to view ACD call processing on screen. CCV programming diagnostics let you 
monitor the call flow in real-time to design or re-engineer your installation. 
						

							NDA-24213 CHAPTER 1
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Issue 3.0
CallCenterWorX Overview
CallCenterWorX MIS 2.0 Features and Enhancements
3. CallCenterWorX MIS 2.0 Features and Enhancements
The CallCenterWorX MIS 2.0:
1. Runs on the 
Windows NT 4.0 Workstation, Windows 95, and Windows 98 operating systems.
2. Uses a 
GUI interface to make commands and controls easily accessible to the user.
3. Provides a 
dockable Toolbar with ToolTips to speed and simplify operation.
4.
Monitors the performance of the call center to maintain efficiency and determine the optimum number of 
agents and trunks to provide the best service at the lowest cost, using:

Real-time status screens displaying ongoing activity.

Current and historical reports for analysis of traffic and agent productivity.
The capacity for 
additional MIS PCs to be added on a remote basis. These additional MIS applications 
can be operated on a 
TCP/IP-based system or via an RS-232 connection.
5. Analyzes statistical data received from the ACD and 
stores historical data for 38 days plus 47 hours.
Data accumulated during each hour is summarized and stored on the hard drive, then used to prepare 
reports or graphs detailing the activity of the call center for a day, a week, or a month.
6. Displays real-time activity screens showing 
up-to-the-second caller activity and agent activity in the 
call center in report or graph form. 
This data can be 
printed on demand or by schedule.
Each report screen has a 
modifiable grid layout in which the data can be sorted alphabetically. The 
data can be refreshed to 
update the report, and the printer setup for the modified layout can be saved.
A text report can be saved into a 
tab-delimited text file. A graph view can be saved into a file as a 
Bitmap or JPEG. A text report or graph can be copied and pasted into other Windows applications.
A 
variety of reports providing different data views are available for agents and agent groups, splits, 
trunk groups, pilots, and tally codes.

Multiple window views can be open at the same time, letting the user view several real-time screens, 
a few reports, and the system configuration concurrently.
7. Has a 
status bar at the bottom of the MIS window which displays the current date and time, and the 
current Longest Waiting Call.
8. Offers a 
wall board GUI for wall message assignment and scheduling, providing the user with a selection 
of wall board types, message colors, real-time statistics, graphics, data scope, and display modes from 
drop-down lists.
9. Includes 
online Help and a context-sensitive Help system.
10. Supports both the 
English and Japanese languages for display to the user’s screen. 
						

							CHAPTER 1 NDA-24213
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Issue 3.0
CallCenterWorX Overview
System Capacities
4. System Capacities 
Table 1-1 System Capacities
Note 1:
 See Chapter
 2, Heading 8, “
Multi-tenant MIS Considerations—Split Numbering.”
Note 2:The total number of splits per system (30) is shared among the total number of tenants (up to 9).
Note 3:Agent positions available depend on the installed security key’s capacity for logged-on agents. The total 
number of agents is shared among the total number of tenants (up to 9). Security keys are available in the 
following capacities: 10, 20, 30, 40, 60, and 80.
Note 4:The MIS tracks Split queue calls as “High” and “Standard.”
Note 5:Current and previous days’ statistics are stored on an hourly basis up to a maximum of 47 hours. Daily 
data is stored for the preceding 38 days.
Note 6:See Chapter 2, Heading 7, “CallCenterWorX MIS PC Support.”
Note 7:Dependent upon the CallCenterWorX configuration formula based on the OAI monitoring limitations: 
(Agents x 2) + (Pilots and/or Personal Pilots) + Trunks + IVR Ports must be equal to or less than 256.
Note 8:See the “NEAX2000 IVS2 Business/Hotel/Data Features and Specifications” manual for this information 
(reflects IVS2 information only).
No.Item
Capacities 
CallCenterWorX 
ACDCallCenterWorX 
MIS
1 Tenants per System  9Note 1
2 Splits per ACD Tenant  Note 2Note 2
3 Splits per System 30 30 Note 1
4 Splits per Logon ID 16 4
5 Active ACD Agents per System 80 
Note 3 
& Note 7 80 Note 3
6 Trunks per System 255  Note 7255
7 Maximum Queue Depth 300–
8 Priority Levels 1-250
Note 4
9 Maximum Calls in Queue per System 300–
10 Transfer-to-PBX Numbers 120–
11 Agent Logon ID Codes per System 300 300
12 Agent Logon ID Code Digits 9 9
13 Printers per System 1 1
14 Statistics Report History Limit–38 days + 47 hrs 
Note 5
15 MIS per SystemNote 6 Note 6
16 Pilot Numbers 128 Note 7–
17 Tally Code Names per Split–100
18 Tally Code Names per System–3000
19 Busy Hour Call Attempts (BHCA)
Note 8–