NEC Neax2000 Ivs Callcenterworx System Manual
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NDA-24213 CHAPTER 1 Page 7 Issue 3.0 CallCenterWorX Overview Other Documentation 5. Other Documentation Other documentation available from NEC may offer helpful information for the specialized needs of your system. Table 1-2 Related Documentation Available from NEC Document NameStock No. CallCenterWorX ACD Features and Specifications Manual 151959 CallCenterWorX MIS Quick Reference Guide 151954 NEAX2000 IVS 2 Business/Hotel/Data Features and Specifications 152007 NEAX2000 IVS 2 Command Manual (shared binder) 151969 NEAX2000 IVS 2 Maintenance Manual (shared binder) NEAX2000 IVS 2 OAI System Manual 151991 NEAX2000 IVS 2 Feature Programming Manual 151971 NEAX2000 IVS 2 Wireless Communication System Manual 151989 NEAX2000 IVS 2 Remote PIM System Manual 151973 NEAX2000 IVS 2 Installation Procedure Manual 151998 NEAX2000 IVS 2 Office Data Programming Manual 152001 QueWo r X Application Manual 0223634 Navigator Reports Manual 241680 Navigator Configuration Guide 241681 Navigator Real-Time Screen Manual 241682
CHAPTER 1 NDA-24213
Page 8
Issue 3.0
CallCenterWorX Overview
Other Documentation
This page is for your notes.
NDA-24213 Page 9 Issue 3.0 Installation and Configuration Chapter 2 System Requirements Lists hardware, software, and information requirements for the most common configurations. Chapter 3 Connection Drawings Contains drawings and instructions for connecting the PBX to the computer(s) in several configurations. Chapter 4 Programming the PBX and the Dterm Includes the assignment commands for the NEAX2000 IVS and the Dterm Series E and Series III ACD terminals which enable them to use CallCenterWorX. Chapter 5 Installing and Configuring the ACD Computer and the Remote MIS PC Provides procedures for the basic installation and configuration of the computers used for CallCenterWorX. Chapter 6 Installation of CallCenterWorX Provides procedures for installing the CallCenterWorX program.
NDA-24213 Page 10 Issue 3.0 T h i s p a g e i s f o r y o u r n o t e s .
NDA-24213 CHAPTER 2 Page 11 Issue 3.0 System Requirements Variations in Setup CHAPTER 2 System Requirements 1. Variations in Setup The CallCenterWorX ACD Client/Server architecture allows one or more Maintenance Administration Terminal (MAT) computers to program and monitor the ACD system. The ACD computer can then provide call-handling data to an MIS application (which is not a Client) for translation into meaningful statistics and reports. The MIS application can be loaded as part of the complete CallCenterWorX suite, or used alone on one or more remote MIS PCs. Each MIS application maintains an independent database. See this chapter, Heading 7, “CallCenterWorX MIS PC Support.” The installation CD-ROM contains three main installation options, which are: 1.CallCenterWorX suite, consisting of CallCenterWorX ACD, with the option to install the Server and MAT Client or only the MAT Client, plus CallCenterWorX MIS. 2.CallCenterWorX ACD, with the option to install the Server and MAT Client or only the MAT Client. 3.CallCenterWorX MIS. The CallCenterWorX suite (including MIS) installation, choosing the ACD Server and MAT Client, requires the CCWX Version 2 Security Key and Sentinel drivers (drivers are automatically installed with Server installation procedure). The CallCenterWorX ACD Server and MAT Client installation requires Microsoft Windows NT 4.0 with Service Pack 5, a CCWX Version 2 Security Key, and Sentinel drivers (drivers are automatically installed with Server installation procedure). The CallCenterWorX ACD MAT Client installation will run alone on Microsoft Windows NT 4.0 with Service Pack 5, Windows 98, or Windows 95 with OSR 2.5 4.00.1111 for Year 2000 compliance. It does not require a Security Key or Sentinel drivers. The complete suite (including MIS) installation using the MAT Client requires an MIS Security Key and Sentinel drivers (drivers are automatically installed with MIS installation procedure). The CallCenterWorX MIS installation will run alone on Microsoft Windows NT 4.0 with Service Pack 5, Windows 98, or Windows 95 with OSR 2.5 4.00.1111 for Year 2000 compliance. It requires an MIS Security Key, and Sentinel drivers (drivers are automatically installed with MIS installation procedure). NEC Global Navigator 3.03 or higher is also compatible with CallCenterWorX ACD. See this chapter, Heading 7, “CallCenterWorX MIS PC Support,” and Heading 8, “Multi-tenant MIS Considerations—Split Numbering,” for further information
CHAPTER 2 NDA-24213 Page 12 Issue 3.0 System Requirements ACD Computer (Client or Server) With and Without MIS 2. ACD Computer (Client or Server) With and Without MIS The following hardware, software, and information are required to install the CallCenterWorX ACD computer using TCP/IP. Table 2-1 System Requirements for ACD Computer With and Without MIS Note 1: Must have video card and driver to support 1024 x 768 resolution Note 2:CallCenterWorX Version 1 Security Key will not be compatible with this version of the application. CallCenterWorX ACD MAT Client without Server does not require a Security Key unless installed with MIS, which will require an MIS Security Key. Note 3:CallCenterWorX ACD MAT Client without Server can also use Microsoft Windows 95 or Windows 98. Windows 95 OSR 2.5 4.00.1111 i s re q u i re d f o r Ye a r 2000 compliance. Note 4:Not required when using PN-CC01.Minimum Requirements Computer Pentium 266 Mhz processor or higher 64 MB RAM or more 30 MB available hard-disk space or more 15” or larger SVGA monitor Note 1 1 floppy-disk drive or other data storage device 4X CD-ROM drive 1 parallel port for connection of Security Key MS-compatible mouse Network card (such as 3Com Etherlink III) Computer Hardware CallCenterWorX Version 2 Security Key Note 2 Software NEAX2000 IVS Series 1700 software or higher (1900 or higher for INFOLINK) Microsoft Windows NT 4.0 with NT Service Pack 5 or higher Note 3 CallCenterWorX CD-ROM installation disk Information IP address information for PBX PBX Hardware NEAX2000 IVS PBX Circuit board PN-CC00 or PN-CC01 Circuit board PN-AP01 Circuit board PN-2DATA (optional card for announcements) 48-TW-0.3 Connecting Cable CC00 Ethernet Cable Note 4 10 Base T Twisted 2P Cable of correct length 10 Base T Transceiver Note 4
NDA-24213 CHAPTER 2 Page 13 Issue 3.0 System Requirements ACD Computer with MIS Using Remote MIS PC via TCP/IP 3. ACD Computer with MIS Using Remote MIS PC via TCP/IP The following hardware, software, and information are required to install the CallCenterWorX ACD computer communicating with a remote MIS PC via TCP/IP. Table 2-2 System Requirements for ACD Computer Using Remote MIS PC via TCP/IP Note 1: Must have video card and driver to support 1024 x 768 resolution. Note 2:CallCenterWorX Version 1 Security Key will not be compatible with this version of the application. CallCenterWorX ACD MAT Client without Server does not require a Security Key unless installed with MIS, which will require an MIS Security Key. Note 3:CallCenterWorX ACD MAT Client without Server can also use Microsoft Windows 95 or Windows 98. Windows 95 OSR 2.5 4.00.1111 i s re q u i re d f o r Ye a r 2000 compliance. Note 4:Not required when using PN-CC01. Minimum Requirements Computer Pentium 266 Mhz processor or higher 64 MB RAM or more 30 MB available hard-disk space or more 15” or larger SVGA monitor Note 1 1 floppy-disk drive or other data storage device 4X CD-ROM drive 1 parallel port for connection of Security Key MS-compatible mouse Network card (such as 3Com Etherlink III) Computer Hardware CallCenterWorX Version 2 Security Key Note 2 Software NEAX2000 IVS Series 1700 software or higher (1900 or higher for INFOLINK) Microsoft Windows NT 4.0 with NT Service Pack 5 or higher Note 3 CallCenterWorX CD-ROM installation disk Information IP address information and host name information for PBX and all PCs PBX Hardware NEAX2000 IVS PBX Circuit board PN-CC00 or PN-CC01 Circuit board PN-AP01 Circuit board PN-2DATA (optional card for announcements) 48-TW-0.3 Connecting Cable CC00 Ethernet Cable Note 4 10 Base T Twisted 2P Cables of correct lengths 10 Base T Transceiver Note 4 10 Base T Hub
CHAPTER 2 NDA-24213 Page 14 Issue 3.0 System Requirements ACD Computer with MIS Using Remote MIS PC via RS-232 Serial Connection 4. ACD Computer with MIS Using Remote MIS PC via RS-232 Serial Connection The following hardware, software, and information are required to install the CallCenterWorX ACD computer communicating with a remote MIS PC via an RS-232 serial connection. Table 2-3 System Requirements for ACD Computer Using Remote MIS PC via RS-232 Note 1: Must have video card and driver to support 1024 x 768 resolution. Note 2:CallCenterWorX Version 1 Security Key will not be compatible with this version of the application. CallCenterWorX ACD MAT Client without Server does not require a Security Key unless installed with MIS, which will require an MIS Security Key. Note 3:CallCenterWorX ACD MAT Client without Server can also use Microsoft Windows 95 or Windows 98. Windows 95 OSR 2.5 4.00.1111 i s re q u i re d f o r Ye a r 2000 compliance. Note 4:Not required when using PN-CC01. Minimum Requirements Computer Pentium 266 Mhz processor or higher 64 MB RAM or more 30 MB available hard-disk space or more 15” or larger SVGA monitor Note 1 1 floppy-disk drive or other data storage device 4X CD-ROM drive 1 parallel port for connection of Security Key MS-compatible mouse Network card (such as 3Com Etherlink III) Computer Hardware CallCenterWorX Version 2 Security Key Note 2 Software NEAX2000 IVS Series 1700 software or higher (1900 or higher for INFOLINK) Microsoft Windows NT 4.0 with Service Pack 5 or higher Note 3 CallCenterWorX software CD-ROM Information IP address information for PBX PBX Hardware NEAX2000 IVS PBX Circuit board PN-CC00 or PN-CC01 Circuit board PN-AP01 Circuit board PN-2DATA (optional card for announcements) 48-TW-0.3 Connecting Cable CC00 Ethernet Cable Note 4 10 Base T Transceiver Note 4 10 Base T Twisted 2P Cable of correct length Serial Hardware RS-232 cabling to run from COM Port to remote MIS PC
NDA-24213 CHAPTER 2 Page 15 Issue 3.0 System Requirements Remote MIS PC Using TCP/IP 5. Remote MIS PC Using TCP/IP The following hardware, software, and information are required to install a CallCenterWorX remote MIS PC using TCP/IP. Table 2-4 System Requirements for Remote MIS PC via TCP/IP Note 1: Must have video card and driver to support 1024 x 768 resolution. Note 2:Windows 95 OSR 2.5 4.00.1111 i s re q u i re d f o r Ye a r 2000 compliance. Minimum Requirements Computer Pentium 266 Mhz processor or higher 64 MB RAM or more 30 MB available hard-disk space or more 15” or larger SVGA monitor Note 1 1 floppy-disk drive or other data storage device 4X CD-ROM drive 1 parallel port for connection of Security Key MS-compatible mouse Network card (such as 3Com Etherlink III) Computer Hardware MIS Security Key Software Microsoft Windows NT 4.0 with Service Pack 4, or Windows 95, or Windows 98 Note 2 CallCenterWorX software CD-ROM Information IP addresses and host name information for PBX and ACD and remote MIS PCs Hardware ACD computer connected to PBX via TCP/IP 10 Base T Twisted 2P Cable of correct length
CHAPTER 2 NDA-24213 Page 16 Issue 3.0 System Requirements Remote MIS PC Using RS-232 6. Remote MIS PC Using RS-232 The following hardware, software, and information are required to install a CallCenterWorX remote MIS PC using serial RS-232 connection. Table 2-5 System Requirements for Remote MIS PC via Serial RS-232 Note 1: Must have video card and driver to support 1024 x 768 resolution. Note 2:Windows 95 OSR 2.5 4.00.1111 i s re q u i re d f o r Ye a r 2000 compliance. Minimum Requirements Computer Pentium 266 Mhz processor or higher 64 MB RAM or more 30 MB available hard-disk space or more 15” or larger SVGA monitor Note 1 1 floppy-disk drive or other data storage device 4X CD-ROM drive 1 parallel port for connection of Security Key MS-compatible mouse Computer Hardware MIS Security Key Software Microsoft Windows NT 4.0 with Service Pack 5 or higher, or Windows 95, or Windows 98 Note 2 CallCenterWorX software CD-ROM Hardware ACD computer connected to PBX RS-232 Cable to run from ACD computer COM Port to remote MIS PC COM Port