NEC Neax2000 Ivs Callcenterworx System Manual

							NDA-24213 CHAPTER 9
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Issue 3.0
ACD Procedures
Pilot Data
8. Pilot Data
Figure 9-9   Pilot Data Screen
STEP 1: Prior to performing the Pilot Data entry, assign each Pilot Number as a “monitored number” in the 
PBX if this has not already been done (see Chapter 4, Heading 2, “Programming the ACD Position 
Prime Line and My Line”).
STEP 2: Open the 
Pilot Data screen (Figure 9-9) through the MAT command or icon.
STEP 3:
Tenant Number (required)
Using the drop-down menu, select the number of the 
Tenant.
STEP 4:
Pilot Number (required)
Enter a 
PBX directory number (Pilot Number) that is dialed in order to enter the ACD (valid range 
2 to 4 digits).
STEP 5:  
Name (optional)
Enter the 
Name to be displayed on the agent’s Dterm LED when a call is assigned from this Pilot 
Number. 
STEP 6:
Route to (required)
Under Route to 
Method, use the drop down menu to choose between CCV and Week Schedule as 
the method to be used to route a call presented to this Pilot Number.
(a)  
Index
If you selected CCV: 
(1)  Tab to the 
Index field and use the up and down arrows to choose the CCV Index Number. 
						

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ACD Procedures
Pilot Data
(2)  Tab to the Step field and use the up and down arrows to choose the starting CCV Step.
(b)  
Week Schedule
If you selected Week Schedule, tab to the Week Schedule field and enter the Week Schedule 
reference number
.
STEP 7:  
Alternate Night CCV
Normally, calls that attempt to queue to a split in night mode will follow the split’s night 
routing (if the call is not already queued in another split). This feature allows calls to be routed 
to a different night destination based on the pilot number the call originally used. Calls can then 
be sent to the same split from different pilot numbers, and can be routed to different night 
destinations.
(a)  
Index
Enter the CCV index to use for the pilot’s alternate night destination. 
(b)  
Step
Enter the CCV Step number to use for the pilot’s alternate night destination.
STEP 8:  
Priority
Priority numbers can range from 1 to 250, with the default being 15.
(a)  
Internal
Enter the priority number (1-highest to 250-lowest) to use when queuing internal calls to the 
Pilot Number from a station or non-ACD trunk. 
(b)  
Trunk
Enter the priority number (1-highest to 250-lowest) to use when queuing ACD trunk calls to 
the Pilot Number. 
(c)  
Transfer
Enter the priority number (1-highest to 250-lowest) to use when queuing transferred calls to 
the Pilot Number. 
STEP 9: Press 
Update to save the new information.
STEP 10: Press 
Close to exit the data screen. 
						

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ACD Procedures
Trunk Group Data
9. Trunk Group Data
Figure 9-10   Trunk Group Data Screen
STEP 1:  Tenant Number (required)
Using the drop-down menu, select a valid Tenant Number.
STEP 2:  
Trunk Group (required)
Using the up and down arrows, select a Trunk Group Number between 1 and 63.
STEP 3:  
Name (optional)
Enter the Trunk Group Name (such as WATS, DID, or another significant name). This name may be 
displayed on the agent’s D
term LED display 
STEP 4:  
Priority (required)
Using the up and down arrows, select the priority level of this Trunk Group (1-highest to 250-lowest). 
The default priority is 15. 
						

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ACD Procedures
Trunk Group Data
STEP 5:  Trunk Table Selection (required)
There are four number pads for the selection of trunk circuits. The circuit numbers begin with 1 
through 70 (see Figure 9-10) and pressing the “greater than” button (>) opens the second number pad 
for selecting circuits 71 through 140 (see Figure 9-11). 
Two further number pads—for selecting circuits 141 through 210, and circuits 211 through 255—are 
accessed by pressing the > button to go to higher values. Press the < button to go to lower values.
Using the number pads, 
select the circuits to make up the Trunk Group. Each selected circuit 
number will show a red border (see button 5 in Figure 9-10). To remove a circuit from the group, 
press the numbered key again (the red border will be removed). 
CallCenterWorX provides 255 circuits, configurable in up to 63 trunk groups, to be shared among 
the 9 possible tenants. A Trunk Group can have up to 127 circuits. Trunk Group numbers are unique 
to the tenant they are configured for, and attempted entry of an already-assigned Trunk Group 
number will generate an error message in the Operation Result Message Bar on the Data Entry 
screen.
Figure 9-11   Trunk Group–Second Number Pad of Four
STEP 6: After completing the selection of circuits for this Trunk Group, press Update to save the information.
STEP 7: Press 
Close to exit the data screen. 
						

							NDA-24213 CHAPTER 9
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Issue 3.0
ACD Procedures
IVR Data
10. IVR Data
Figure 9-12   IVR Data Screen
STEP 1: Prior to entering the IVR Data:
(a) Assign IVR numbers in the PBX (see Chapter 4, Heading 2, 
“Programming the ACD Position 
Prime Line and My Line”).
(b)  Enter the IVR Pilot Number in the ACD Tenant Data (see this chapter, Heading 3, “Tenant 
Data”).
STEP 2:  Open the IVR Data MAT command screen (see Figure 9-12) using the menu or the toolbar icon.
STEP 3:  
Tenant Number
 Select the Tenant Number from the drop-down menu.
STEP 4:  
Directory Number
 Enter a PBX Directory Number (2 to 4 digits) to register it as an IVR port with the ACD. 
STEP 5:  
Port
Using the up and down arrows, select a Port on the IVR to be associated with the IVR Directory 
Number (see Step 4) on the PBX.
STEP 6:  Press 
Update to save the new information.
STEP 7:  Press 
Close to exit the data screen. 
						

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ACD Procedures
Week Schedules
11. Week Schedules
Figure 9-13   Week Schedules Screen
STEP 1:  Tenant Number
Select a Tenant Number from the drop-down menu.
STEP 2:  
Schedule
Select a Week Schedule Number using the up and down arrows. The valid range is from 1 to 30. 
Week Schedule Numbers are unique to the tenant they are configured for, and attempted entry of an 
already-assigned number will generate an error message in the Operation Result Message Bar on the 
Data Entry screen. Press the 
List button to see a report of all Week Schedule configurations for all 
tenants.
STEP 3:  
Day-Time-CCV Index-CCV Step
(a)  Day
Click in the Day column to generate the drop-down menu, and select a Day to be assigned to 
this Week Schedule. Options include individual choices by day (such as Monday, Tuesday); 
choice of business day or weekend (M-F, S-S); or the option of ALL. The first entry is pre-set at 
Monday, which is the beginning of the week to the ACD. 
						

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ACD Procedures
Week Schedules
(b)  Time
Select a Start Time for the day selected in Step 4a. Click in the field to generate up and down 
arrows. The first entry is preset at “00:01.”
(c)  
CCV Index
Select a CCV Index (reference number) for a Call Control Vector (see Heading 7, “Call Control 
Vectors,” Step 4) assigned to this Week Schedule. Click in the field to generate up and down 
arrows.
(d)  
CCV Step
Select the Call Control Step number (between 1 and 20) in this CCV which begins the sequence 
of call routing for the day and time programmed above. Click in the field to generate up and 
down arrows.
Since Monday at one minute past midnight is the beginning of the week to the ACD, the 
Index 
and 
Step values for the first (Monday) entry will be automatically programmed with the values 
of the last entry made if no other entries have been made in the Monday fields. Under ordinary 
circumstances the user will not need to program the Monday entry.
STEP 4: Repeat Steps 4a, 4b, 4c, and 4d for each entry you want to include in the Week Schedule.
STEP 5: Press 
Update to save the new information.
STEP 6: Press 
Close to exit the data screen. 
						

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ACD Procedures
Holiday Schedules
12. Holiday Schedules
Figure 9-14   Holiday Schedules Screen
STEP 1:  Assign a Week Schedule (see Heading 11, “Week Schedules”) for the holiday(s) planned.
STEP 2:  
Tenant Number
Select a tenant number from the drop-down menu.
STEP 3:  
Schedule
Select a schedule number between 1 and 30 by using the up and down arrows. Up to thirty schedules 
can be programmed per tenant.
STEP 4:  
Start Time
Select a starting time for this schedule number.
STEP 5:  
CCV Index
Select the CCV Index reference for this schedule number. 
						

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ACD Procedures
Holiday Schedules
STEP 6:  CCV Step
Select the Call Control Vector Step number (between 1 and 20) in this CCV which begins the 
sequence of call routing for the day and time programmed above. 
STEP 7: Repeat Steps 4, 5, and 6 for each entry you want to include in this holiday schedule.
STEP 8: Press 
Update to save the new information.
STEP 9: Press 
Close to exit the data screen. 
						

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ACD Procedures
Holiday Calendar
13. Holiday Calendar
Figure 9-15   Holiday Calendar Screen
STEP 1:  Tenant Number
Select a Tenant Number from the drop-down menu.
STEP 2:  
Schedule
Select a Holiday Schedule number from 1 to 30 to be used on a particular date (see Heading 12,
“Holiday Schedules”).The drop-down menu for Schedule number will include a list showing each 
schedule number and its associated color (see Figure 9-16).
STEP 3:  
Calendar Setting
(a)  Select the desired month by using the forward (>) or backward (