NEC Neax2000 Ivs Callcenterworx System Manual

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Backup Database
STEP 4:  ACD Database Summary
(a)  Backup
The date, hour, and minute of the current backup of the database.
(b)  
Modified
The date, hour, and minute of the last modification to the data in this backup.
(c)  
Version
The version of the software used in this backup. 
(d)  
Tenants
The number of Tenants configured in this backup of the database.
(e)  
Splits
The number of Splits configured in this backup of the database.
(f)  
Positions
The number of Agents configured in this backup of the database.
(g)  
Agents
The number of Agents configured in this backup of the database.
(h)  
Pilots
The number of Pilots configured in this backup of the database. 
STEP 5:  
File Database Summary
The items are the same as for the ACD Database Summary above. The statistics in the File Database 
Summary are for comparison to the statistics in the latest ACD Database Summary. 
						

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Trace Settings
17. Trace Settings
CAUTION:
This feature should be used only at the direction of NEC technical personnel (your NEC 
Associate or NEC National Technical Assistance Center)
.
Figure 9-23   Trace Settings Screen
The check boxes in the Subsystem and State Machine sections provide a way for engineers to select trace data 
in order to investigate different types of problems. 
STEP 1:  
Destination
(a)  Screen
 Check to display Trace messages to the screen.
(b)  
File
Check to send Trace messages to a file. If checked, enter the destination file name.
STEP 2: Press 
Update to save the new information.
STEP 3: Press 
Close to exit the data screen. 
						

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MIS Procedures
CallCenterWorX MIS Initial Setup
CHAPTER 10 MIS Procedures
1. CallCenterWorX MIS Initial Setup
STEP 1: Select Programs  NEC CallCenterWorX \ MIS \ MIS Setup from the Start menu on your taskbar 
as shown in Figure 10-1.
 
Figure 10-1   Start CallCenterWorX MIS–Setup
Important:
If you did not choose the C:\Program Files directory as the location for the CallCenterWorX program 
files during the installation procedure, and you did not make a note of the location you chose, you will 
need to use 
Windows Explorer or the Find tool in the Start menu on the taskbar to find the 
CallCenterWorX MIS–Setup executable. 
						

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CallCenterWorX MIS Initial Setup
STEP 2: The CallCenterWorX MIS–Setup window displays, as shown in Figure 10-2.
 
Figure 10-2   CallCenterWorX MIS–Setup Window
STEP 3: From the Configuration menu, select System Parameters. The Change System Parameters 
window displays, as shown in Figure 10-3.
Figure 10-3   Change System Parameters Window–RS-232 
						

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CallCenterWorX MIS Initial Setup
STEP 4: Click the Communication Type drop down menu and select either RS-232 or TCP/IP.
(a) Choose 
RS-232 (see Figure 10-3) if you are setting up a serially connected PC. The fields used 
for an RS-232 connection—
COM Port, Baud Rate, Parity Bit, Data Bits, and Stop Bit as 
shown in Figure 10-3— are set to default values. Go to 
Step 5.
(b) If you choose 
TCP/IP (see Figure 10-4), the Communication Type fields used for RS-232 are 
replaced by 
Host Name or IP Address and Tenants fields. A matching Host Name is required 
for communication between the CallCenterWorX ACD and CallCenterWorX MIS. Go to 
Step 9.
Figure 10-4   Change Systems Parameters Window–TCP/IP
STEP 5: If you selected RS-232 in Step 4, select the appropriate COM Port from the COM Port drop down 
menu (refer to Chapter 5, Heading 1.3, Step 10: and Heading 2.2, Step 8:). Go to 
Step 6.
Important:The default values in the RS-232 fields for Baud Rate, Parity, Data Bits, and Stop Bits should not be 
changed without consulting your network administrator.
STEP 6: (Optional) Select the appropriate 
Wall Board Port from the Wall Board Port drop down menu. This 
cannot be the same port selected as the COM Port in Step 5:. Go to 
Step 7. 
STEP 7: Start with most settings at the default value. The ones you might want to change are: 
						

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CallCenterWorX MIS Initial Setup
(a)  Download Names
This setting controls whether the names given in the ACD database are downloaded to the MIS 
database upon startup (see this chapter, Heading 2, “Configuring the MIS,” and Heading 3,
“Naming Entities,” for details). If you wish to keep the MIS database independent, set this 
parameter to “OFF.” The default for this item is “ON.”
(b)    
Report Agent Personal Queue
This setting depends on the ACD Logon Data. If a personal queue is configured there, the “ON” 
setting here will allow reporting on Agent Personal Queue statistics.
(c)    
System GOS Threshold
The Grade of Service specifies the percentage of calls answered within a specified amount of 
time in relation to the total number of calls received. This setting determines the number of 
seconds used in calculating the Grade of Service.
STEP 8: Click 
OK to save the new communication configuration and close the CallCenterWorX MIS–Setup 
window. 
STEP  9: If you selected 
TCP/IP in Step 4, enter the Host Name or IP address in the Host Name or IP Address 
field. Your network administrator can tell you the Host Name to assign.
STEP 10: Press the 
Configure button to open the Select Tenants screen in Figure 10-5. The Tenants to 
Choose From
 listing shows the range of tenant numbers (1–9) available to be used by CallCenter-
WorX ACD, but is not an indication that all of these numbers have actually been configured in the 
ACD. See this chapter, Heading 9, “System Name Assignment,” for further information.
Figure 10-5   Select Tenants Window
STEP 11: Select a tenant number you wish to monitor and use the Add button to move it to the Tenants 
Selected listing. The Remove button moves a selected number back to the Tenants to Choose From 
listing. The number(s) on the Tenants Selected listing will appear in the Tenants box under the 
Communication section on the Change System Parameters screen. See Chapter 2, Heading 8,
“Multi-tenant MIS Considerations—Split Numbering,” for detailed information concerning tenant 
assignment in the MIS. 
Note:If one or more tenants are assigned under the TCP/IP configuration and none of these tenants exist in the 
ACD, the MIS will fail to receive the download information and will not initialize. 
						

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CallCenterWorX MIS Initial Setup
STEP 12: Click OK to save the setting. Go to Step 13.
STEP 13: Start with most of the remaining settings at the default value. The ones you might want to change are:
(a)  
Download Names
This setting controls whether the names given in the ACD database are downloaded to the MIS 
database upon startup (see this chapter, Heading 2, “Configuring the MIS,” and Heading 3,
“Naming Entities,” for details). If you wish to keep the MIS database independent, set this 
parameter to “OFF.” The default for this item is “ON.”
(b)    
Report Agent Personal Queue
This setting depends on the ACD Logon Data. If a personal queue is configured there, the “ON” 
setting here will allow reporting of Agent Personal Queue statistics.
(c)    
System GOS Threshold
The Grade of Service specifies the percentage of calls answered within a specified amount of 
time in relation to the total number of calls received. This setting determines the number of 
seconds used in calculating the Grade of Service.
STEP 14: Click 
OK to save the new communication configuration and close the CallCenterWorX MIS–Setup 
window.  
						

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Configuring the MIS
2. Configuring the MIS
There are several types of configuration data which affect the runtime characteristics of the CallCenterWorX 
program.
2.1 ACD configuration data
ACD configuration data is used in the ACD system and affects the processing of calls. The initial data for 
these fields is downloaded to the MIS system during start-up. The following fields are stored in the ACD 
system but may be modified in the MIS:
Agent Logon ID Code assignment 
Position Split Assignment 
Split Inflow Threshold & Overflow Delay Threshold 
2.2 Local configuration data 
Local configuration data is used only by the MIS and does not affect the ACD. This data can be used to 
adapt the MIS for your particular operations. The following fields are assigned and stored in 
CallCenterWorX MIS:
Grade of Service Threshold 
Answer Delay Interval and Abandon Delay Interval 
Wall Board Configuration
2.3 Assigned Names
Certain configuration data used in the MIS (assigned names such as Split and Agent, which are referenced 
by both systems) can be synchronized to match the configuration data in the ACD (see
Heading 3, “Naming Entities”).  
						

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Naming Entities
3. Naming Entities
CallCenterWorX entities such as Tenant, Split, Trunk Group, Pilot, Tally Code, and Agent Group can be 
named. Although this 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. Refer to the specific procedures to determine size limits for each type 
of name.
Some of these entities can also be named in the ACD database, and these names are downloaded to the MIS 
database at start-up. 
The acceptance or rejection of this download can be set under the 
Download Names field in the Change 
System Parameters
 window (see Figure 10-3 and Figure 10-4) accessed from the Configuration menu. 
The “ON” setting accepts the downloaded names and synchronizes the databases on this item. 
The “OFF” setting rejects the downloaded names and makes the databases independent on this item.
Important:The ACD data download will override an MIS entry unless the Download Names setting is “OFF.” 
						

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Agent Procedures
4. Agent Procedures
4.1 Adding an Agent
The Agent Assignment window is used to add or modify agent information. All agent information is 
referenced by the Agent Logon ID. The 
Agent ID is displayed along with the Agent Name, Agent Group 
Number
, Agent Group Name, Agent Position (if logged on), and Attribute Split assignments.
STEP 1: From the 
Configuration menu, select Agent Assignments to access the Agent Assignments 
window (Figure 8-11). 
STEP 2: From the 
Edit menu in the Agent Assignments window, select Add Record. The Add Agent 
Record window displays (Figure 10-6)
.
Figure 10-6   Add Agent Record Window
STEP 3: Enter a numeric logon ID in the Agent ID field. This value can be up to 9 digits long. Leading zeros 
are not allowed.
Note:To change the Agent ID or Attribute Split after they are entered requires deleting the entire Agent Record, then adding 
a new Agent Record which includes the new 
Agent ID and Attribute Split. Refer to Heading 4.3, “Deleting an 
Agent”, for information on deleting an agent’s record
.
STEP 4: Enter an agent name in the 
Agent Name field. This name can contain up to 20 alphanumeric 
characters.
STEP 5: Select an agent group number in the 
Agent Group field (see Heading 5.). This number can range 
from 1 to 16. The 
Agent Group field has up and down arrows, and you can enter a number by either 
of the following methods: 
Double-click the current number and type over it.
Use the up and down arrows to scroll through the list of available numbers and select the desired 
number.
STEP 6: Click the 
Attribute Split drop down menu and select the number of the primary split in which this 
agent will be working.