NEC Neax2000 Ivs Callcenterworx System Manual

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Agent Procedures
STEP 7: Choose one of the following:
Click 
OK to add the agent and close the Add Agent Record window.
Click 
Cancel to close the Add Agent Record window without adding the new agent.
4.2 Changing an Agent Name
STEP 1: On the CallCenterWorX console screen, open the Configuration menu (see Figure 8-9) and select 
Agent Assignment to access the Agent Assignments window as shown in Figure 8-13.
STEP 2: Choose one of the following:
Triple-click the 
Agent Name field you wish to change. (The first click moves the cursor into the 
field, the second and third clicks act as a regular double-click by highlighting the text.)
Use the 
up, down, left, and right arrows on your keyboard to select the Agent Name field you 
wish to change.
STEP 3: Type the new agent name over the selected old agent name and press 
Enter.
Note:The fields which require data entry in CallCenterWorX MIS are designed to be self-explanatory. If you have 
difficulty operating a specific field, click one of the help buttons (discussed in Chapter 11,Heading 2, 
“Accessing the Online Help System”) to open the online Help.
4.3 Deleting an Agent
STEP 1: From the Configuration menu, select Agent Assignments to access the Agent Assignment window 
as shown in Figure 8-13.
STEP 2: From the 
Edit menu in the Agent Assignment window, select Delete Record. The Delete Agent 
Record window displays as in Figure 10-7.
 
Figure 10-7   Delete Agent Record Window
STEP 3: Enter the row number (from the Agent Assignment window) of the agent you wish to delete in the 
Select a record to delete field.
STEP 4: Choose one of the following:
Click 
OK to delete the agent and close the Delete Agent Record window.
Click 
Cancel to close the Delete Agent Record window without deleting the agent record.  
						

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Agent Group Name Assignment
5. Agent Group Name Assignment
STEP 1: Choose Agent Group Assignments under the Configuration menu. The Agent Group Name 
Assignment
 window (see Figure 8-16) will display.
STEP 2: All agents are originally assigned to Agent Group 1 and must be reassigned to create other groups. 
(a) If this has been done previously, a listing of any previously assigned numbers and names will 
appear on the 
Agent Group Name Assignment screen. Choose the next unused group number 
and go to 
Step 3.
(b) If this is the first additional group, begin the new group entry in 
Step 3.
STEP 3: Enter the new Agent Group Number from the drop-down menu in that column. 
STEP 4: Enter the 
Agent Group Name you wish to assign in the Agent Group Name column.
STEP 5: Choose one of the following:
Select 
OK to accept the entry and close the assignment window.
Select
 Cancel to close without assigning the name.
STEP 6: If you chose to assign a new Agent Group Number and Agent Group Name, and you wish to place 
agents in this new group, open the 
Agent Assignment window under the Configuration menu.
STEP 7:  Enter the appropriate number in the Group Number field for an Agent to be assigned to the new 
group.
STEP 8: Choose one of the following:
Select 
OK to accept the entry and close the assignment window.
Select
 Cancel to close without assigning the number. 
						

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Pilot Assignment
6. Pilot Assignment
STEP 1: From the Configuration menu, select Pilot Assignment. The Pilot Assignment screen will display   
(Figure 10-8).
Note:If the Pilot Numbers have received names in the ACD programming, these names will be downloaded at 
startup. If you want to keep MIS names independent of the ACD database, you must set Download Names 
to “OFF” in the System Parameters.
STEP 2: The Pilot Numbers configured in the ACD will be listed. To add a Pilot Name to a Pilot Number, 
select the 
Edit menu in the Pilot Assignments window, and select Add Record. 
STEP 3: Enter a Pilot Name of up to 20 alphanumeric characters in the Pilot Name column.
STEP 4: Select 
OK to accept the entry and close the assignment window, or select Cancel to close without 
assigning the name.
STEP 5: To delete a Pilot Name, select the 
Edit menu in the Pilot Assignments window, and select Delete 
Record
. 
STEP 6: Select the Pilot Name you wish to delete (this deletes only the Pilot Name, not the number).
STEP 7: Select 
OK to accept the action and close the assignment window, or select Cancel to close without 
deleting the name.
Figure 10-8   Pilot Assignment Window 
						

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Position Assignment
7. Position Assignment
The CallCenterWorX ACD Position Data command sets up relationships between splits and positions. To assign 
a split to a position, or to reassign a previous assignment:
STEP 1: Open the 
Position Assignments dialog under the Configuration menu.
STEP 2: Select the 
Split Assigned field you wish to change.
STEP 3: Select the new split number or “any split” from the drop down menu.
STEP 4: Choose one of the following:
Select 
OK to accept the entry and close the assignment window.
Choose
 Cancel to close without assigning the name.
Figure 10-9   Position Assignment Window 
						

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Tally Code Assignment
8. Tally Code Assignment
Figure 10-10   Tally Name Assignment Window
The Tally feature allows agents to use the dial keypad to register the occurrences 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. Tally Code Names are used in the 
Tally Code Summary Reports by Split and by Pilot. Tally Code Numbers are not configured in the ACD. A Tally 
Code Number can be up to 9 digits.
STEP 1: From the 
Configuration menu, select Tally Assignment. The Tally Name Assignment screen will 
display   (Figure 10-10).
STEP 2: To add a Tally Name to a Tally Number, select the 
Edit menu in the Tally Assignments window, 
and select 
Add Record. 
STEP 3: Enter a Tally Name of up to 20 alphanumeric characters in the Tally Name column.
STEP 4: Select 
OK to accept the entry and close the assignment window, or select Cancel to close without 
assigning the name.
STEP 5: To delete a Tally Name, select the 
Edit menu in the Tally Assignments window, and select Delete 
Record
. 
STEP 6: Select the Tally Name you wish to delete (this deletes only the Tally Name, not the number).
STEP 7: Select 
OK to accept the action and close the assignment window, or select Cancel to close without 
deleting the name. 
						

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System Name Assignment
9. System Name Assignment
The Configuration menu lists the System Name Assignment command which opens the Change System 
Name window
 shown in Figure 10-11. If the MIS is configured to use an RS-232 serial connection, this 
assignment option will not be available. Only the tenants that are assigned under the TCP/IP configuration (see 
this chapter, Heading 1, Step 4:) are available for use as the System Name; not all tenants are shown as choices.
The System Name is related to the Tenant Name which was assigned in the CallCenterWorX ACD 
programming.
Figure 10-11   System Name Assignment Window
STEP 1:  System Name
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.
STEP 2:  
Use ACD Name
If you wish to use the ACD database name, check the checkbox and select a tenant from the 
drop-down menu. If the tenant selected does not exist in the ACD, the System Name will not be 
assigned. 
						

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Trunk Group Name Assignments
10. Trunk Group Name Assignments
The Trunk Allocation window (Figure 10-12) displays the Trunk Group Number, Trunk Group Name, and 
Number of Circuits allocated for each listed 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.
 
Figure 10-12   Trunk Allocation Window
STEP 1: To add a Trunk Group Name to a Trunk Group Number, select the Edit menu in the Trunk 
Assignments 
window and select Add Record. 
STEP 2: Enter a Trunk Group Name of up to 10 alphanumeric characters in the Trunk Group Name column.
STEP 3: Select 
OK to accept the entry and close the assignment window, or select Cancel to close without 
assigning the name.
STEP  4: To delete a Trunk Group Name, select the 
Edit menu in the Trunk Assignments window, and select 
Delete Record. 
STEP 5: Select the Trunk Group Name you wish to delete (this deletes only the Trunk Group Name, not the 
number).
STEP 6: Select 
OK to accept the action and close the assignment window, or select Cancel to close without 
deleting the name.
See Heading 3, “Naming Entities,” in this chapter for download options concerning Trunk Group Names. 
						

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Wall Display Board Assignments
11. Wall Display Board Assignments
11.1 Assigning Message Sets
STEP 1: In the Configuration menu, select Wallboard Message Sets.
STEP 2: Select 
Assignments.
Figure 10-13   Create Wallboard Message Set 
STEP 3: When the Create a Wallboard Message Set screen appears (see Figure 10-13), select the Create 
Message Set
 button. 
						

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Wall Display Board Assignments
Figure 10-14   Wallboard Message Set Window
STEP 4: In the Message Set field, enter a name of up to 11 alphanumeric characters, or select an existing 
name from the drop-down list.
STEP 5: In the 
Board Type field, select a board type from the drop-down list (for selection see Ta b l e  1 0 - 1).
STEP 6: Select a 
Color from the drop-down list. (Some board types support only red.)
STEP 7: In the 
Message area, selecting  will open a message field containing a number of slots (the 
number depends on the board type used). When this field is open, you may:
 
(a) Enter a message by typing a letter, using the right arrow to move to the next slot, typing the next 
letter, and so on. The 
Scope field is inactive for typed messages, but the Mode field allows a 
choice of 25 display modes (such as Hold, Roll Right, and Twinkle).
(b) Add statistics from the drop-down list.The 
Add Statistic button is activated when the message 
field is open. Choose System or Split in the 
Scope field, and the Mode field allows a choice of 
display modes.
(c) Add a graphic from the drop-down list. The 
Add Graphic button is activated when the message 
field is open.The Scope field is inactive for graphics, but the 
Mode field allows a choice of 25 
display modes. 
						

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Wall Display Board Assignments
STEP 8: (Optional) Select Save to file and specify a destination file, or select Print if you wish to print the 
message set. 
STEP 9: Select 
OK to end the assignment section.
Table 10-1 Wallboard Types
Model
Number
Case Size (Cabinet)
L” x D” x H”
(Lcm x Dcm x Hcm)
Chars
Min/MaxLines Displayed:
Character Size
Inches (cm)Red
LEDsColor
LEDs
Message Area
L” x H”
(Lcm x Hcm)
215R
&
215C28.9” x 2.1” x 4.5”
(73.4 x 5.3 x 11.4)
15 / 30One line:
2.1” (5.3cm)215R 215C
27” x 2.1”
(68.6 x 5.3)
320C
57.4” x 3.8” x 5.5”
(145.8 x 9.7 x 14.0)
20 / 34One line:
3.1”(7.9cm)N/A320C54” x 3.1”
(137.2 x 7.9)
330C84.4” x 3.8” x 5.5”
(214.4 x 9.7 x 14.0)
30 / 51One line:
3.1”(7.9cm)N/A 330C
81” x 3.1”
(205.7 x 7.9)
714C
“Big Dot”
49” x 4.25” x 6.25”
(124.5 x 10.8 x 15.9)
14 / 27One line:
4”(10cm)N/A714C45.6” x 4”
(115.8 x 10.16)
4120R
&
4120C40.2” x 5.1” x 7.7”
(102.1 x 12.9 x 19.6)
10 / 60Two-line mode:
1.5”(3.8) or 2.1”(5.3)
4120R 4120C
36” x 4.8”
(91.4 x 12.2)One-line mode:
4.8”(12.2cm)
4160R
&
4160C52.2” x 5.1” x 7.7”
(132.5 x 12.9 x 19.6)
14 / 80
Two-line mode:
1.5”(3.8) or 2.1”(5.3)
4160R4160C48” x 4.8”
(121.9 x 12.2)One-line mode:
4.8”(12.2cm)
4200R
&
4200C64.2” x 5.1” x 7.7”
(163 x 12.9 x 19.6
18 / 100Two-line mode:
1.5”(3.8) or 2.1”(5.3)
4200R 4200C
60” x 4.8”
(152.4 x 12.2)One-line mode:
4.8”(12.2cm)