NDA-24213 ISSUE 3 STOCK # 151947 ® CallCenterWorX System Manual MARCH, 2000 NEC America, Inc.
LIABILITY DISCLAIMER NEC America, Inc. reserves the right to change the specifications, functions, or features, at any time, without notice. NEC America, Inc. has prepared this document for use by its employees and customers. The information contained herein is the property of NEC America, Inc. and shall not be reproduced without prior written approval from NEC America, Inc. NEAX, Dterm, CallCenterWorX, and QueWorX are registered trademarks of NEC Corporation.
NDA-24213 ISSUE 3 MARCH 2000 NEAX2000 IVS CallCenterWorX System Manual TABLE OF CONTENTS Page Overview CHAPTER 1 CallCenterWorX Overview .................................................................................................. 3 1. General Description ...................................................................................................................... 3 2. CallCenterWorX ACD 2.0 Features and Enhancements .............................................................. 4 3.
TABLE OF CONTENTS (CONTINUED) Page 3. Programming ACD/OAI Operation Codes ...................................................................................30 4. Programming Dterm Key Assignment .........................................................................................31 5. Programming ACD Group Announcements ................................................................................32 6. Sending of Returned Result and SMFN ...............................................................
TABLE OF CONTENTS (CONTINUED) Page 5.2.1 How to Use the Buttons............................................................................................ 88 5.3 Information Choices ........................................................................................................... 89 5.4 Message Bars .................................................................................................................... 89 6. Report Menu ............................................................
TABLE OF CONTENTS (CONTINUED) Page 5.3 Modify Intervals ................................................................................................................134 6. Reports Menu ............................................................................................................................135 6.1 Agent Reports ...................................................................................................................136 6.1.1 Agent Summary Report ............................
TABLE OF CONTENTS (CONTINUED) Page 9. Trunk Group Data ..................................................................................................................... 189 10. IVR Data ................................................................................................................................... 191 11. Week Schedules ....................................................................................................................... 192 12. Holiday Schedules .....................
TABLE OF CONTENTS (CONTINUED) Page 12.8.1 Line graph ..............................................................................................................239 12.8.2 Line Only graph ......................................................................................................239 12.8.3 Step graph .............................................................................................................. 239 12.8.4 Step Line Only graph ................................................
LIST OF FIGURES Figure Title Page Figure 3-1 PN-CC00 Connection through 10 Base T Transceiver ....................................................... 19 Figure 3-2 Crossover Reverse Pin-out Figure 3-3 PN-CC01 Connection Straight to ACD Computer (Client or Server) .................................. 20 Figure 3-4 PN-CC00 Connecting Through a Hub Figure 3-5 Straight-Through Pin-out Figure 3-6 PN-CC01 Connecting Through a Hub .......................................................................
LIST OF FIGURES (CONTINUED) Figure Title Page Figure 6-21 Setup Finish - Server and MAT Client ................................................................................ 69 Figure 6-22 Welcome - MIS ................................................................................................................... 70 Figure 6-23 License Agreement - MIS ................................................................................................... 71 Figure 6-24 User Information - MIS ....
LIST OF FIGURES (CONTINUED) Figure Title Page Figure 8-20 Split Assignment Window Figure 8-21 Tally Name Assignment Window Figure 8-22 System Name Assignment Window .................................................................................. 111 Figure 8-23 Trunk Allocation Window Figure 8-24 Select Wallboard Message Sets .......................................................................................
LIST OF FIGURES (CONTINUED) Figure Title Page Figure 8-62 Split Abandon Delay Report ............................................................................................. 152 Figure 8-63 Pilot Report Menu Figure 8-64 Pilot Summary Report ...................................................................................................... 154 Figure 8-65 Trunk Group Report Menu Figure 8-66 Trunk Group Call Volume Report - All Groups Figure 8-67 Trunk Group Answer Delay Report ........
LIST OF FIGURES (CONTINUED) Figure Title Page Figure 10-5 Select Tenants Window Figure 10-6 Add Agent Record Window .................................................................................................... 212 .............................................................................................. 216 Figure 10-7 Delete Agent Record Window Figure 10-8 Pilot Assignment Window ..........................................................................................
LIST OF TABLES Table Title 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............
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 1 Issue 3.
This page is for your notes. NDA-24213 Page 2 Issue 3.
CallCenterWorX Overview General Description CHAPTER 1 CallCenterWorX 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.
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.
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.
CallCenterWorX Overview System Capacities 4. System Capacities Table 1-1 System Capacities Capacities No.
CallCenterWorX Overview Other Documentation 5. Other Documentation Other documentation available from NEC may offer helpful information for the specialized needs of your system.
CallCenterWorX Overview Other Documentation This page is for your notes. CHAPTER 1 Page 8 Issue 3.
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.
This page is for your notes. NDA-24213 Page 10 Issue 3.
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.
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.
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.
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.
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.
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.
System Requirements CallCenterWorX MIS PC Support 7. CallCenterWorX MIS PC Support 7.1 Multiple MIS PCs CallCenterWorX provides the ability to have up to eight MIS PCs. • The integrated MIS application on the main CallCenterWorX Server is controlled by the main CallCenterWorX system security key and is counted as one of the eight PCs. • Each additional MIS PC requires a separate MIS security key. It is important to know that each additional MIS PC is a separate MIS application.
System Requirements Multi-tenant MIS Considerations—Split Numbering 8. Multi-tenant MIS Considerations—Split Numbering The assignment of split numbers in the CallCenterWorX MIS is relative to the number of tenants being served by the entire system (which can be as many as 9 tenants). A single MIS application can number only one usable Split 1 in the system.
Connection Drawings Installing the PN-CC00 and the PN-AP01 CHAPTER 3 Connection Drawings NEAX2000 IVS Interface Cards CallCenterWorX Server 10 Base T Transceiver PN-CC00 Ethernet Cable Ethernet Cable 48-TW-0.3 Cable Note: One end of this cable must be reversed. PN-AP01 Figure 3-1 PN-CC00 Connection through 10 Base T Transceiver 1. Installing the PN-CC00 and the PN-AP01 STEP 1: Mount the PN-CC00 in any slots LT10 (AP0) - LT15 (AP05). The PN-CC00 requires two LT (AP) slots.
Connection Drawings Installing the PN-CC01 and the PN-AP01 2. Installing the PN-CC01 and the PN-AP01 NEAX2000 IVS Interface Cards PN-CC01 CallCenterWorX Server Ethernet Cable 48-TW-0.3 Cable Note: One end of this cable must be reversed. PN-AP01 Figure 3-3 PN-CC01 Connection Straight to ACD Computer (Client or Server) STEP 1: Mount the PN-CC01 in any slots LT10 (AP0) - LT15 (AP05). The PN-CC01 requires one LT (AP) slot. STEP 2: Mount the PN-AP01 in any slot LT10 (AP0) - LT15 (AP05).
Connection Drawings PN-CC00 Connecting Through a Hub 3. PN-CC00 Connecting Through a Hub NEAX2000 IVS Interface Cards 10 Base T Hub PN-CC00 Hub,ACD Bridge remote MIS PC Remote Client TCP/IP via hub 10 Base T Ethernet Cables Transceiver PN-AP01 CallCenterWorX Server Remote MIS PCs Figure 3-4 PN-CC00 Connecting Through a Hub STEP 1: The Ethernet cables going from the transceiver to the hub and from the hub to the Server and PCs are straight-through cables.
Connection Drawings PN-CC01 Connecting Through a Hub 4. PN-CC01 Connecting Through a Hub NEAX2000 IVS Interface Cards Remote ACD Client 10 Base T Hub PN-CC01 10 Base T Cable Ethernet Cables PN-AP01 CallCenterWorX Server Remote MIS PCs Figure 3-6 PN-CC01 Connecting Through a Hub STEP 1: The Ethernet cables going to the hub from the PN-CC01 and from the hub to the Server and PCs are straight-through cables.
Connection Drawings PN-CC00 Connection for ACD Computer to Remote MIS PC Serially 5. PN-CC00 Connection for ACD Computer to Remote MIS PC Serially NEAX2000 IVS Interface Cards PN-CC00 10 Base T Transceiver Ethernet Cable Remote MIS PC RS-232 Cable PN-AP01 CallCenterWorX Server Figure 3-7 PN-CC00 with RS-232 Serial Connection Note: In this diagram, it is assumed the remote PC is using CallCenterWorX MIS.
Connection Drawings PN-CC01 Connection for ACD Computer to Remote MIS PC Serially 6. PN-CC01 Connection for ACD Computer to Remote MIS PC Serially NEAX2000 IVS Interface Cards PN-CC01 Ethernet Cable Rem ote M IS PC RS-232 Cable PN-AP01 CallCenterWorX Server Figure 3-8 PN-CC01 Connection for ACD Computer to Remote MIS PC Serially Note: In this diagram, it is assumed the remote PC is using CallCenterWorX MIS.
Connection Drawings Connecting Wall Display Boards 7. Connecting Wall Display Boards Connections from the computer running CallCenterWorX MIS to the Spectrum Wall Display Board may vary according to the specific model of board. Instructions should be obtained from Spectrum Corporation regarding the model you are installing. • The computer must be configured to output data to the board through a COM Port.
Connection Drawings Connecting Wall Display Boards NEAX2000 IVS Interface Cards Wallboards NEC ............................... NTAC PN-CC01 NEC ............................... Sales Ethernet Cable NEC Customer Service LWC:0:00 GOS:100% COM Port RS-232 Cable PN-AP01 CallCenterWorX Computer Figure 3-10 PN-CC01 Connecting ACD Computer or MIS PC to Wall Boards As shown in Figure 3-11 below, the RS-232 Cable connects to the COM Port designated as an MIS Port (see Chapter 5, Heading 1.
Programming the PBX and the Dterm AP01 Initialization CHAPTER 4 Programming the PBX and the Dterm 1. AP01 Initialization DESCRIPTION START CM05 DATA For the IVS (CP00 and CP03): Assign the slot number to the PN-AP01 board according to the location of the board. Note: The slot number is given by the SENSE 0 switch on the PN-AP01 board. For the IVS 2000 Series Software (CP16): Assign the slot number to the PN-AP01 board according to the location of the board.
Programming the PBX and the Dterm Programming the ACD Position Prime Line and My Line 2. Programming the ACD Position Prime Line and My Line START DESCRIPTION DATA For the IVS (CP00 and CP03): CM10 Assign the primary extension. (1) LEN 0000-0511 (2) FXXXX Station number For the IVS 2000 Series Software (CP16): Assign the primary extension. (1) LEN X00-X63 (X = PIM No. 0-7) (2) FXXXX Station number For the IVS2 (CP14): Assign the primary extension. (1) LEN X00-X63 (X = PIM No.
Programming the PBX and the Dterm Programming the ACD Position Prime Line and My Line DESCRIPTION DATA CM93 Assign the ACD virtual line to the My Line. (1) Primary Extension (CM10) (2) ACD virtual line (CM11) CM17 Assign ACD virtual line for originate suppress. (Y) = 1 (1) ACD virtual line (2) 2: Originate suppress Assign ACD Pilot number as monitored number. (Y) = 1 (1) ACD Pilot number (2) 3: Monitored number Assign ACD Group number.
Programming the PBX and the Dterm Programming ACD/OAI Operation Codes 3. Programming ACD/OAI Operation Codes DESCRIPTION START CMD7 DATA (Y) = 0 (1) F1033 OAI key 1 OAI function key assignment. Note: Cannot use F1032. Op-codes are fixed to function names (see OAI key code assignment table below). F1047 OAI key 15 (2) 128 - 191 MSF 192 - 255 TMF (Y) = 9 (1) 00: First Octet Assign IP address.
Programming the PBX and the Dterm Programming Dterm Key Assignment 4. Programming Dterm Key Assignment START CM90 DESCRIPTION DATA Assign OAI keys to ACD station. (YY) = 00 (1) My Line, key no. (2) F1033: OAI key 1 F1047: OAI key 15 Assign ACD virtual line key. (YY) = 00 (1) My Line, key no. (2) XXXX: ACD virtual line END NDA-24213 CHAPTER 4 Page 31 Issue 3.
Programming the PBX and the Dterm Programming ACD Group Announcements 5. Programming ACD Group Announcements START CM10 DESCRIPTION DATA For the IVS (CP00 and CP03): Assign a Digital Announcement Trunk Circuit No. to the required LEN. Note: The Digital Announcement Trunk Circuit No. must be assigned to the first LEN (level 0) and/or the third LEN (level 2) of each LT slot.
Programming the PBX and the Dterm Programming ACD Group Announcements DATA DESCRIPTION CMD7 Assignment of Digital Announcement Trunk No. Y= 2 (1) 000-127 (2) 1XXX 002-127:Digital Announcement Trunk No. CM41 UCD Delay Announcement detection / OAI Announcement connection timer. Y= 0 (1) 67 (2) 01-32 END NDA-24213 CHAPTER 4 Page 33 Issue 3.
Programming the PBX and the Dterm Sending of Returned Result and SMFN 6. Sending of Returned Result and SMFN DESCRIPTION START CM65 Returned Result (RR) sending priority when receiving Switch Control Facility (SCF). Note: CM08 DATA For CallCenterWorX this must be a “0”. Service feature for each Tenant (YY) = 27 (1) Tenant # 01-09 (2) 0: ACD 1: Non--ACD Sending of SMFN when answering a held call (1) 461 (2) 0: Sent. 1: Not sent.
Programming the PBX and the Dterm Programming the Dterm Series E ACD Terminal 7. Programming the Dterm Series E ACD Terminal Multiline Terminal Key Number 1 2 3 4 5 6 7 8 9 0 # (01) (02) (03) (04) (30) (31) (05) (06) (07) (08) (32) (33) (09) (10) (11) (12) (34) (35) (13) (14) (15) (16) (36) (37) (18) DTP-32D-1 Logon (17) Release (19) Conf (20) Tally (24) Hold (23) (22) Transfer Break (21) Work Figure 4-1 Dterm Series E ACD Terminal 7.
Programming the PBX and the Dterm Programming the Dterm Series E ACD Terminal Key 22 = 1033 Break (OAI Key 1, CMD7 Y=0 OP-Code 187) Key 23 = F1004 Transfer Key 24 = F1010 Hold All other ACD function keys will be programmed on Keys 1 through 16. 7.2 Service Conditions 1. In order for Logon (Key 18) and Break (Key 22) to chime, a speaker key must be assigned to a Key between 1 and 16. 2. The Feature (F1011), Recall (F1015), Redial (F1000), and Answer (F4001) Keys can be assigned to Keys between 1 and 16. 3.
Programming the PBX and the Dterm Programming the Dterm Series III ACD Terminal 8. Programming the Dterm Series III ACD Terminal Multiline Terminal Key Number 1 2 (02) (03) (04) (05) (06) (07) (08) (09) (10) (11) (12) (13) (14) (15) (16) (30) (31) (32) (33) (34) (35) (36) (37) (17) 3 4 5 6 7 8 9 * (01) 0 Release (18) Break # (19) Logon (20) Tally ETJ-24DS-1 (24) (23) (22) (21) Hold Transfer Conf Work Figure 4-2 Dterm Series III ACD Terminal 8.
Programming the PBX and the Dterm Programming the Dterm Series III ACD Terminal All other ACD function keys will be programmed on Keys 1 through 16. 8.2 Service Conditions 1. In order for Logon (Key 19) and Break (Key 18) to chime, a speaker key must be assigned to a Key number between 1-16. 2. The FNC (F1011), Recall (1015), LNR/SPD (F1000), and Answer (F4001) Keys can be assigned to Keys 1-16. 3.
Configuration Procedures CHAPTER 5 Configuration Procedures The basic options available for configuring common setups using CallCenterWorX are diagrammed below.
Configuration Procedures Verify all system requirements available (Chapter 2) Complete connections (Chapter 3) Complete programming PBX and D terms (Chapter 4) Assemble information (Chapter 6) Install appropriate Security Key if needed (Chapter 6) Install complete CallCenterW o r X suite (Chapter 6) Install CallCenter W o r X ACD only (Chapter 6) Start CallCenterW o r X ACD (Chapter 6) Read ACD menu and command descriptions (Chapter 7) Program ACD system (Chapter 9) For complete suite, read MIS me
Configuration Procedures Configuring the ACD Computers 1. Configuring the ACD Computers 1.1 ACD Computer (Client or Server) With or Without MIS For the ACD computer (Client or Server) with or without MIS, use the following procedure: STEP 1: Verify that the system requirements specified in Table 2-1 of Chapter 2 are available.
Configuration Procedures Configuring the ACD Computers Verify all system requirements available (Chapter 2) Start CallCenterW o r X ACD (Chapter 6) Complete connections (Chapter 3) Complete programming PBX and D t e r m s (Chapter 4) Assemble information (Chapter 6) Install CallCenterWorX Version 2 Security Key (Chapter 6) Install complete CallCenterW o r X suite or ACD Server and MAT Client (Chapter 6) Read ACD menu and command descriptions (Chapter 7) Program ACD system (Chapter 9) Close ACD sys
Configuration Procedures Configuring the ACD Computers 1.2 ACD Computer Setup for Use with Remote MIS PC via TCP/IP For the ACD computer communicating with a remote MIS PC via TCP/IP, use the following procedure: STEP 1: Verify that the system requirements specified in Table 2-2 of Chapter 2 are available.
Configuration Procedures Configuring the ACD Computers Verify all system requirements available (Chapter 2) Start CallCenterW o r X ACD (Chapter 6) Complete connections (Chapter 3) Complete programming P B X a n d D terms (Chapter 4) Assemble information (Chapter 6) Install CallCenterW o r X Version 2 Security Key (Chapter 6) Install complete CallCenterW o r X suite or ACD Server and MAT Client (Chapter 6) Read MIS menu and command descriptions (Chapter 8) Read ACD menu and command descriptions (Ch
Configuration Procedures Configuring the ACD Computers 1.3 ACD Computer Setup for Use with Remote MIS PC via RS-232 For the ACD computer communicating with a remote MIS PC via serial RS-232 connection, use the following procedure: STEP 1: Verify that the system requirements specified in Table 2-3 of Chapter 2 are available.
Configuration Procedures Configuring the ACD Computers STEP 16: Click Close to exit the dialog. STEP 17: On the Server menu, click MAT, then click Disconnect. STEP 18: Click Exit on the File menu to close the CallCenterWorX ACD system. STEP 19: If the MIS was installed, read the information on the menu commands and data screens in Chapter 8, “MIS Menu Commands.
Configuration Procedures Configuring the MIS PCs 2. Configuring the MIS PCs 2.1 MIS PC Setup for Use via TCP/IP STEP 1: Verify that the system requirements specified in Table 2-4 of Chapter 2 are available. STEP 2: Depending upon your PBX hardware, complete the connections described in Chapter 3, Heading 3, “PN-CC00 Connecting Through a Hub” (illustrated in Figure 3-4 and Figure 3-5), or in Chapter 3, Heading 4, “PN-CC01 Connecting Through a Hub” (shown in Figure 3-6).
Configuration Procedures Configuring the MIS PCs Verify all system requirements available (Chapter 2) Complete connections (Chapter 3) Complete programming PBX and D t e r m s (Chapter 4) Assemble information (Chapter 6) Install MIS Security Key (Chapter 6) Install only CallCenterW o r X MIS (Chapter 6) Read MIS menu and command descriptions (Chapter 8) Perform initial startup of MIS choosing RS-232 (Chapter 10) Verify correct COM Port is specified (Chapter 10) Close MIS system Installation compl
Configuration Procedures Configuring the MIS PCs 2.2 MIS PC Setup for Use via RS-232 STEP 1: Verify that the system requirements specified in Table 2-5 of Chapter 2 are available. STEP 2: Depending upon your PBX hardware, complete the connections described in Chapter 3, Heading 5, “PN-CC00 Connection for ACD Computer to Remote MIS PC Serially” (shown in Figure 3-7), or in Chapter 3, Heading 6, “PN-CC01 Connection for ACD Computer to Remote MIS PC Serially” (shown in Figure 3-8).
Configuration Procedures Configuring the MIS PCs This page is for your notes. CHAPTER 5 Page 50 Issue 3.
Installation Security Key Installation Instructions CHAPTER 6 Installation 1. Security Key Installation Instructions The CallCenterWorX Version 2 Security Key and MIS Security Key are 25-pin connectors that attach to your computer’s parallel printer port. This key must be installed before running the CallCenterWorX program. The CallCenterWorX Version 1 Security Key is not compatible with Version 2 of this application. STEP 1: Locate the Security Key (Figure 6-1).
Installation Installation Information Needed 2. Installation Information Needed To complete the installation, you will need to have the following information available. 2.1 ACD Installation Option After the first few installation screens, you will reach the “Setup Type Selection” screen (Figure 6-11). In this screen you select whether to install the MAT Client setup (CallCenterWorX MAT), or the Server setup (CallCenterWorX ACD & CallCenterWorX MAT) which sets up both the Server and Client.
Installation CallCenterWorX CD-ROM Installation Instructions 3. CallCenterWorX CD-ROM Installation Instructions Use the CD-ROM in your CallCenterWorX package to install CallCenterWorX. You have the option to: • Install the entire CallCenterWorX suite, which includes both ACD (for Server and MAT Client, or for MAT Client) and MIS, using Windows NT 4.0 with NT Service Pack 5. • Install only the ACD (for Server and MAT Client, or for MAT Client) using Windows NT 4.
Installation CallCenterWorX CD-ROM Installation Instructions Figure 6-3 Installation Introduction STEP 2: At this point you can choose to: (a) Exit from the installation process by clicking the Exit choice. (b) Click Contact for NEC America, Inc. mailing address, telephone number, and e-mail address. Figure 6-4 Contact NEC America CHAPTER 6 Page 54 Issue 3.
Installation CallCenterWorX CD-ROM Installation Instructions (c) Open the Documentation option by clicking Documentation and selecting the CallCenterWorX System Manual, the CallCenterWorX ACD Features and Specifications Manual, or the CallCenterWorX MIS Quick Reference Guide. These files are in PDF™ format and can be read using Adobe Acrobat Reader® (included on the installation CD-ROM). Figure 6-5 Documentation (d) Install CallCenterWorX by clicking Install. NDA-24213 CHAPTER 6 Page 55 Issue 3.
Installation CallCenterWorX CD-ROM Installation Instructions STEP 3: If you choose the Install option, the CallCenterWorX Program screen (Figure 6-6) displays. Figure 6-6 Install Selection STEP 4: Click on the installation option of your choice. If you choose the CallCenterWorX Suite or CallCenterWorX ACD, the Welcome screen in Figure 6-7 displays. (Screens for CallCenterWorX MIS are shown in this chapter, Heading 3.4, beginning with Figure 6-22.) Figure 6-7 Welcome - ACD CHAPTER 6 Page 56 Issue 3.
Installation CallCenterWorX CD-ROM Installation Instructions STEP 5: Read the instructions in the Welcome screen and click Next to continue, or Cancel to quit Setup. If you click Next, the Software License Agreement screen (Figure 6-8) displays. Figure 6-8 License Agreement - ACD STEP 6: Read the agreement and if you accept all the terms, click Yes. NDA-24213 CHAPTER 6 Page 57 Issue 3.
Installation CallCenterWorX CD-ROM Installation Instructions STEP 7: The User Information screen displays (Figure 6-9). Enter your name and the name of your company. Click Next. Figure 6-9 User Information - ACD CHAPTER 6 Page 58 Issue 3.
Installation CallCenterWorX CD-ROM Installation Instructions STEP 8: The Choose Destination Location screen displays (Figure 6-10). If you wish to change the destination for these files, click Browse and select another folder. (You may wish to make a note of the different location for future reference.) Click OK to return to this screen. When the path shown in the Destination Folder area is satisfactory, click Next. Figure 6-10 Choose Destination Location - ACD NDA-24213 CHAPTER 6 Page 59 Issue 3.
Installation CallCenterWorX CD-ROM Installation Instructions STEP 9: The Setup Type Selection screen displays. If you wish to install the ACD MAT Client, select Client and click Next. The selection shown in Figure 6-11 selects the MAT Client installation. The screens following this one (shown in Figures 6-12 through 6-15) will complete this option. Figure 6-11 Setup Type Selection - MAT Client STEP 10: If you wish to install the Server and MAT Client, go to Heading 3.3.
Installation CallCenterWorX CD-ROM Installation Instructions 3.2 MAT Client Installation Option STEP 1: Selection of the MAT Client causes the Select Program Folder screen to display (see Figure 6-12). You may accept the choice already selected, select a folder name from the existing folder list, or type a new name in the box. When the folder name shown in the Program Folders box is satisfactory, click Next. Figure 6-12 Select Program Folder - MAT Client NDA-24213 CHAPTER 6 Page 61 Issue 3.
Installation CallCenterWorX CD-ROM Installation Instructions STEP 2: The first Copying Files screen displays (see Figure 6-13). It shows the progress of installing the program files on your hard disk. No action is required from you to continue this process. If you wish to stop the installation, click Cancel. Figure 6-13 Copying Files - MAT Client STEP 3: When the copying of files is complete, the Add Folder Icon screen displays. Click OK to continue.
Installation CallCenterWorX CD-ROM Installation Instructions STEP 4: The CallCenterWorX Setup Finish screen displays. If you would like to view the README file, check that box. If you would like to launch the CallCenterWorX MAT program now, check that box. Click the Finish button to complete the setup of the ACD MAT Client option.
Installation CallCenterWorX CD-ROM Installation Instructions 3.3 Server and MAT Client Installation Option The selection shown in Figure 6-16 selects the Server and MAT Client installation. This screen will display after the Choose Destination Location screen shown in Figure 6-10. Figure 6-16 Setup Type Selection - Server and MAT Client STEP 1: Select Client & Server and click Next. The IP Address Configuration screen will display (Figure 6-17). CHAPTER 6 Page 64 Issue 3.
Installation CallCenterWorX CD-ROM Installation Instructions Figure 6-17 IP Address Configuration - Server and MAT Client STEP 2: Enter the PBX IP Address for CallCenterWorX to connect to. This should be the same IP address you entered as part of the “Programming the PBX” instructions. Under Chapter 4, Heading 3, “Programming ACD/OAI Operation Codes,” using “CMD 7 Y=9,” you entered a four-octet code (four 3-digit numbers separated by periods). Enter that same code here and click Next.
Installation CallCenterWorX CD-ROM Installation Instructions STEP 3: The Select Program Folder screen displays (Figure 6-18). Figure 6-18 Select Program Folder - Server and MAT Client STEP 4: You may accept the choice already selected, select a folder name from the existing folder list, or type a new name in the box. When the folder name shown in the Program Folders box is satisfactory, click Next. CHAPTER 6 Page 66 Issue 3.
Installation CallCenterWorX CD-ROM Installation Instructions STEP 5: The first Copying Files screen displays (see Figure 6-19). It shows the progress of installing the program files on your hard disk. No action is required from you to continue this process. If you wish to stop the installation, click Cancel. Figure 6-19 Copying Files - Server and MAT Client NDA-24213 CHAPTER 6 Page 67 Issue 3.
Installation CallCenterWorX CD-ROM Installation Instructions STEP 6: When the copying of files is complete, the Add Folder Icon screen displays (Figure 6-20). Click OK to continue. Figure 6-20 Add Folder Icon - Server and MAT Client CHAPTER 6 Page 68 Issue 3.
Installation CallCenterWorX CD-ROM Installation Instructions STEP 7: The CallCenterWorX Setup Finish screen displays (Figure 6-21). If you would like to view the README file, check that box. If you would like to launch the CallCenterWorX MAT program now, check that box. Click the Finish button to complete the setup of the ACD Server and MAT Client option.
Installation CallCenterWorX CD-ROM Installation Instructions 3.4 MIS Installation Option If you selected CallCenterWorX MIS in Step 4 of Heading 3.6, or if you are installing the complete CallCenterWorX suite, the Welcome screen in Figure 6-22 displays. Figure 6-22 Welcome - MIS CHAPTER 6 Page 70 Issue 3.
Installation CallCenterWorX CD-ROM Installation Instructions STEP 1: Read the instructions in the Welcome screen and click Next to continue, or Cancel to quit Setup. If you click Next, the Software License Agreement screen (Figure 6-23) displays. Figure 6-23 License Agreement - MIS STEP 2: Read the agreement and if you accept all the terms, click Yes. NDA-24213 CHAPTER 6 Page 71 Issue 3.
Installation CallCenterWorX CD-ROM Installation Instructions STEP 3: Enter your name and the name of your company in the dialog boxes of the User Information screen (Figure 6-24). Click Next. Figure 6-24 User Information - MIS CHAPTER 6 Page 72 Issue 3.
Installation CallCenterWorX CD-ROM Installation Instructions STEP 4: The Choose Destination Location screen displays (Figure 6-25). If you wish to change the destination for these files, click Browse and select another directory. (You may wish to make a note of the different location for future reference.) Click OK to return to this screen. When the path shown in the Destination Folder area is satisfactory, click Next. Figure 6-25 Choose Destination Location - MIS NDA-24213 CHAPTER 6 Page 73 Issue 3.
Installation CallCenterWorX CD-ROM Installation Instructions STEP 5: The Select Program Folder screen displays (Figure 6-26). To accept the default program folder name, click Next. If you wish to change the destination for these files, click Browse and select another folder. (You may wish to make a note of the different location for future reference.) Click OK to return to this screen. When the folder name shown in the Program Folders box is satisfactory, click Next.
Installation CallCenterWorX CD-ROM Installation Instructions STEP 6: The Copying Files window displays (Figure 6-27). It shows the progress of installing the program files on your hard disk. No action is required of you to continue this process. If you wish to stop the installation, click Cancel. Figure 6-27 Copying Files - MIS NDA-24213 CHAPTER 6 Page 75 Issue 3.
Installation CallCenterWorX CD-ROM Installation Instructions STEP 7: When file copying is complete, the Setup Finish screen displays (Figure 6-28), allowing you to complete the Setup and automatically launch CallCenterWorX MIS. Click Finish. Figure 6-28 Setup Finish - MIS STEP 8: Your computer automatically performs the program launch. The CallCenterWorX MIS program is now installed and ready to configure. See Chapter 10, Heading 1.
Installation Starting CallCenterWorX ACD 4. Starting CallCenterWorX ACD STEP 1: Select Programs \ NEC CallCenterWorX \ ACD \ ACD from the Start bar. Figure 6-29 Starting CallCenterWorX ACD NDA-24213 CHAPTER 6 Page 77 Issue 3.
Installation Starting CallCenterWorX ACD STEP 2: The CallCenterWorX ACD Console displays (Figure 6-30). The CallCenterWorX logo (the red CCWX Status symbol) will not be spinning, and the toolbar icons will be dimmed out. The icons are enabled when connection is established to the ACD Server from the Client MAT. The CCWX Status symbol starts spinning when the ACD Server establishes a connection and successfully subscribes to the PBX.
Menu Commands Chapter 7 ACD Menu Commands Describes all ACD menu commands and subcommands. Chapter 8 MIS Menu Commands Describes all MIS menu commands and subcommands. NDA-24213 Page 79 Issue 3.
This page is for your notes. NDA-24213 Page 80 Issue 3.
ACD Menu Commands CHAPTER 7 ACD Menu Commands Figure 7-1 CallCenterWorX ACD Console Screen The main console screen for CallCenterWorX ACD displays the red “CCWX” Status symbol. The icons are enabled when connection is established to the ACD Server from the Client MAT. The red CCWX Status symbol starts spinning when the ACD Server establishes a connection and successfully subscribes to the PBX. NDA-24213 CHAPTER 7 Page 81 Issue 3.
ACD Menu Commands File Menu 1. File Menu The File menu contains the Exit command, which provides an orderly exit from the program. 2. Server Menu The Server Menu comprises: a. The ACD Server option with two choices: 1. Connect, to connect to the ACD Server. To connect to the Server, you can select the Server menu command, choose ACD Server, and choose Connect (see Figure 7-2). Figure 7-2 ACD Server Connection The Server Name dialog box displays.
ACD Menu Commands View Menu 3. View Menu The View Menu controls the behavior of the Toolbars, the Workbook area, and the Status Bar on the console screen. MAT toolbar Reports toolbar CCWX Status AVI Personal toolbar Utilities toolbar Status bar Workbook area Figure 7-4 Console Screen The Toolbar areas shown in Figure 7-4 are the MAT command toolbar, the Reports toolbar, the Utilities toolbar, and the Personal toolbar. • The MAT toolbar icons provide one of the three ways to access MAT commands.
ACD Menu Commands View Menu Selecting the Toolbars option under the View menu displays the check list of available toolbars (Figure 7-5). Figure 7-5 Toolbars Options • Toolbars can be displayed (checked) or hidden (unchecked). • A toolbar can be relocated to any portion of the screen, including the Workbook area. • The Reset button will restore the default condition to the toolbars. • Personal toolbars can be created for specific purposes or for convenience in frequent usage. Using the New...
ACD Menu Commands View Menu The Workbook area of the console screen shows a tab for each screen as it is opened, allowing rapid selection when multiple screens are displayed. • The tab shows the icon of the command with the name of the command. • The Workbook area can be removed to increase space on the main screen by clicking the checked option under the View menu. This toggles to an unchecked option which removes the Workbook until you check it again.
ACD Menu Commands Options Menu 4. Options Menu • The Workbook / Toggle Icons option allows the choice of showing or not showing the command icon on the Workbook tab at the bottom of the screen. • The Redraw choice provides the options of Normal or Optimized for refreshing the screen. • Background offers a choice of colors and textures for the Data Entry screens. The next screen opened after making a color selection will show that background color while the screen is open.
ACD Menu Commands MAT Menu 5. MAT Menu 5.1 Menu Commands The commands used for the Maintenance Administration Terminal (MAT) functions are listed in this menu, providing one of three ways to select a MAT command data screen: 1. Selecting a command from the menu bar using the mouse (such as selecting the Tenant Data command by clicking Tenant Data under the MAT menu). 2.
ACD Menu Commands MAT Menu Form Status Message Bar Figure 7-10 Sample Data Entry Screen Operation Result Message Bar 5.2 Data Screen Buttons • The top button reflects the status of the contents. The first or configuration data entry will cause the top button to show “Update.” Press the Update button (or the keyboard Enter key) to save an entry or a change. Any data entry or change after the first entry will cause the top button to show “Remove.
ACD Menu Commands MAT Menu 5.3 Information Choices The choices shown in the drop-down boxes in the data screen sometimes include only the information previously entered. For example, if only Split 1 and Split 2 have been entered and saved, those will be the only options shown, even though the Tenant Data may have been configured to allow more than 2 splits and the CallCenterWorX ACD system will handle a total of 30 splits (distributed among all tenants).
ACD Menu Commands Report Menu 6. Report Menu The first options available on the Report Menu are: • Save to Text File, which saves the data to the text file name you specify. • Save to Excel File, which saves the data to a Microsoft Excel file. • Export to Access database, which exports the file to a Microsoft Access database. • Print Report, which outputs a report to a designated printer without opening the Data Entry screen.
ACD Menu Commands Report Menu Pressing the List button opens the Data Report screen. Figure 7-12 Sample Data Entry and Data Report Screens The icons on the Data Report Screen shown in Figure 7-12 offer quick ways to: • Save the data to a text file. • Save the data to a Microsoft Excel file. • Export the data to a Microsoft Access database. • Change the font style and size used in the report. • View a Print Preview of the report. • Send the report to a printer.
ACD Menu Commands Report Menu Figure 7-13 Sample Report Print Preview Screen The Print Preview screen shown in Figure 7-13 can be opened by choosing the Print Preview command on the Report menu, or by clicking the Print Preview icon on the Data Report menu bar. • The Print command sends the report to the printer. • The Next Page, Previous Page, Two Page, Zoom In, and Zoom Out commands on the Print Preview menu bar allow you to have varying views of the displayed report.
ACD Menu Commands Window Menu 7. Window Menu Cascade • Places all open dialogs on top of each other in a cascading fashion, with each title bar visible and selectable. Tile • Places all open dialogs apart from each other with some overlap between dialogs, with each item selectable. Close All • Closes all open screens. Output Window • Opens a blue trace viewing area below the console area (between the Workbook Area and the Status Bar) for use by technical personnel.
ACD Menu Commands Help Menu This page is for your notes. CHAPTER 7 Page 94 Issue 3.
MIS Menu Commands File Menu CHAPTER 8 MIS Menu Commands 1. File Menu Figure 8-1 File Menu The following commands are listed under the File menu: • Save confirms the entry of information. • Print sends the current information to the designated printer. • Print Preview displays an example of what the print output will look like.
MIS Menu Commands Edit Menu 2. Edit Menu The Edit menu contains commands for many of the icons on the console Toolbar. Figure 8-2 Edit Menu Commands 1. The Add Record and Delete Record commands refer to the Assignment windows under the Configuration menu. Figure 8-3 Add Record and Delete Record Icons 2. The Text View and Graph View commands determine in what form status screens and reports appear. These commands apply in both the Status Screens menu and the Reports menu.
MIS Menu Commands Administration Menu 3. Administration Menu The commands under this menu are Change Password and Disk Usage. The Change Password dialog should be used only by the call center manager or network administrator as a periodic security measure. Figure 8-7 Change Password Dialog The Disk Usage screen is for information only, providing a report of disk space used and available. Figure 8-8 Disk Space Usage Screen NDA-24213 CHAPTER 8 Page 97 Issue 3.
MIS Menu Commands Configuration Menu 4. Configuration Menu Figure 8-9 Configuration Menu Screen The Configuration menu allows the call center manager to establish the basic parameters of the MIS. The System Parameters window settings (see Figure 8-11 and Figure 8-12) determine the method of communication with the ACD system and set other preferences for the operation of the MIS. The other listed commands open screens to accept configuration of the features of the MIS. CHAPTER 8 Page 98 Issue 3.
MIS Menu Commands Configuration Menu 4.1 System Parameters There are several kinds of configuration data used in CallCenterWorX: 1. ACD configuration data is used in the ACD system and affects the processing of calls. The initial data for Agent Logon ID Code assignments, Position Split Assignments, Split Inflow Threshold, and Overflow Delay Threshold are downloaded to the MIS system during start-up. These fields are stored in the ACD system but may be modified in the MIS. 2.
MIS Menu Commands Configuration Menu 4.3 Configuring Communication Type Before you can run CallCenterWorX MIS you must properly configure the Communication Type and Port (or Host / Host Name). If communication settings are incorrect, CallCenterWorX MIS will not run. The System Parameters command under the Configuration menu opens the setup window called the Change System Parameters window which is used to configure the Communication Type and Port (or Host/Host Name).
MIS Menu Commands Configuration Menu • TCP/IP (Transmission Control Protocol/Internet Protocol) is a set of protocols (rules to add order to data transmission) to provide end-to-end connectivity between a data source and a destination on a network.
MIS Menu Commands Configuration Menu 4.4 Agent Assignments The Agent Assignment window under the Configuration menu is used to add or modify agent information. Figure 8-13 Agent Assignment Window All agent information is referenced by the Agent ID. The Agent Assignment window displays: Note: • Agent Logon ID • Agent Name • Agent Group Number • Agent Group Name • Agent Position (if logged on) • Attribute Split assignments Terms listed above are defined in Chapter 14,“Terms and Concepts.
MIS Menu Commands Configuration Menu Figure 8-14 Edit Add Record Selection From the Edit menu of the Agent Assignments window (see Figure 8-14), choosing Add Record displays the Add Agent Record window (Figure 8-15). Figure 8-15 Add Agent Record Window • The Agent ID is a numeric logon ID which may be up to 9 digits long (leading zeros are not allowed). It is required information, since all other agent programming refers to it. • The Agent Name field may contain up to 20 alphanumeric characters.
MIS Menu Commands Configuration Menu 4.5 Agent Group Assignments Agent Groups are collections of agents grouped for comparative analysis. • Agent Groups are an MIS entity rather than being set up in ACD programming. All agents are originally members of Group 1 and must be reassigned to other groups if you choose to use this feature. • Membership in a group is not restricted by an agent’s split assignment. An agent group may contain members of different splits.
MIS Menu Commands Configuration Menu 4.6 Break Type Assignments Figure 8-17 Break Type Assignment Window The ACD MAT commands offer the choice of either one or nine break types. Break Type Assignments are set under the MIS Configuration menu, and Break names may have up to 20 alphanumeric characters. The agent presses the Break key and is prompted to enter a number representing the type of break.
MIS Menu Commands Configuration Menu 4.7 Pilot Assignment Figure 8-18 Pilot Assignment Screen This screen lists the names of the pilot numbers configured in the ACD database. Pilot Names are assigned in the ACD as part of the Pilot Data programming and will be downloaded to the MIS at start-up. If you wish to have independent Pilot Names in the MIS, you must have the “Download Names” setting at OFF in the Change Systems Parameters screen (see Figure 8-11 and Figure 8-12).
MIS Menu Commands Configuration Menu 4.8 Position Assignments Position Numbers are assigned in the ACD and determine which incoming line numbers will be ACD lines. The Position Class specifications of “Supervisor” or “Agent” are used as a reporting convenience, but are not differentiated by the CallCenterWorX ACD. Under the Configuration menu in the Position Assignments window, a Position may be assigned to a specific split or as an “any-split” position.
MIS Menu Commands Configuration Menu 4.9 Split Assignments The Split Assignment window (Figure 8-20) under the Configuration menu enables users to modify several parameters for each split, including the Split Name, After Call Work Mode, Day/Night Mode, Night Service split destination, and the thresholds for Grade of Service (GOS), Inflow, and Overflow. The window indicates the current status for each split and provides drop down menus in each category to modify values.
MIS Menu Commands Configuration Menu Figure 8-20 Split Assignment Window See Chapter 2, Heading 8, “Multi-tenant MIS Considerations—Split Numbering” for an explanation of Split numbering in CallCenterWorX MIS. NDA-24213 CHAPTER 8 Page 109 Issue 3.
MIS Menu Commands Configuration Menu 4.10 Tally Code Assignments Figure 8-21 Tally Name Assignment Window The Tally feature allows agents to use the dial keypad to register the occurrence of several specific events, such as responses to various advertising methods, sales campaigns, or calls from particular locations.
MIS Menu Commands Configuration Menu 4.11 System Name Assignment Figure 8-22 System Name Assignment Window The Configuration menu lists the System Name Assignment command, which opens the Change System Name window shown in Figure 8-22. If the MIS is configured for TCP/IP, only the tenants that are assigned under the TCP/IP configuration are available for use as the System name; not all tenants are shown.
MIS Menu Commands Configuration Menu 4.12 Trunk Assignments The Trunk Allocation window displays the Trunk Group Number, Trunk Group Name, and the Number of Circuits allocated for each 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.
MIS Menu Commands Configuration Menu 4.13 Wallboard Message Sets CallCenterWorX MIS can display real-time statistics to the optional Spectrum Wall Display Boards which provide up-to-the-second information on call center activity. This information is displayed to agents and supervisors as the events take place, allowing all members of the call center to monitor the performance of a specified split or of the center as a whole.
MIS Menu Commands Configuration Menu The Wallboard Message Sets window is accessed from the Configuration menu. There are screens for constructing a message (see Figure 8-26) and for scheduling the display of the message on a particular board or boards (see Figure 8-27).
MIS Menu Commands Configuration Menu 4.14 Constructing Message Sets Message Sets are constructed in the Message Sets Assignment screen (Figure 8-26) which shows all the Message Sets assigned in the system (up to 50 Message Sets). • Drop down menus provide a choice of existing messages to be altered or deleted. • New messages can be named and their elements specified by choices from these menus. Figure 8-26 Message Sets Assignment Screen NDA-24213 CHAPTER 8 Page 115 Issue 3.
MIS Menu Commands Configuration Menu 4.15 Scheduling Message Sets The Schedule Wallboard Message Sets screen (Figure 8-27) lists the message sets that have been constructed and sets up the display plan for them, determining: • Time of display • Speed (interval between messages in a multi-message set) • Individual wall board destination (display number) Figure 8-27 Schedule Wallboard Message Sets CHAPTER 8 Page 116 Issue 3.
MIS Menu Commands Configuration Menu 4.16 View Database Limits The Configuration menu contains the View Database Limits command. Figure 8-28 Database Limits Screen The Database Limits screen displays information about the current CallCenterWorX database. It shows the maximum number of entries available for each database section, as well as the quantity currently assigned. It also indicates the allowed range of acceptable values for each database section.
MIS Menu Commands Status Screens Menu 5. Status Screens Menu The MIS Status Screens (also referred to as Real-time Screens) provide up-to-the-second views of the agent and queue activity at the system level and the split level. Statistics on call volume, and on the effectiveness of the agents handling those calls, are computed in real-time and displayed for the current hour and day, providing rapid feedback to the call center manager.
MIS Menu Commands Status Screens Menu 5.1 Split Status Figure 8-30 Split Status Screen Menu The Split Status menu includes screens, displayed in either text or graph format, which look at call center split activity from a variety of perspectives. NDA-24213 CHAPTER 8 Page 119 Issue 3.
MIS Menu Commands Status Screens Menu The first option on the submenu is All Split Statistics. Choosing this setting displays the Split Statistics as shown in Figure 8-31. Figure 8-31 All Split Statistics CHAPTER 8 Page 120 Issue 3.
MIS Menu Commands Status Screens Menu 5.1.1 Daily Statistics This screen displays activity since midnight in either graph or text format. Figure 8-32 shows the graph format. Figure 8-32 Split Daily Statistics - Graph Format NDA-24213 CHAPTER 8 Page 121 Issue 3.
MIS Menu Commands Status Screens Menu 5.1.2 Hourly Statistics This screen displays activity since the beginning of the current hour in either text or graph format (see Figure 8-33). Figure 8-33 Split Hourly Statistics - Graph Format Terms illustrated by the symbols in the above graph are defined in Chapter 14, “Terms and Concepts”. CHAPTER 8 Page 122 Issue 3.
MIS Menu Commands Status Screens Menu 5.1.3 Agent Summary Statistics The Split Agent Summary Statistics screen shows the number of agents logged-on to the split and a count of how many agents are in each mode (Figure 8-34). Figure 8-34 Agent Summary Statistics - Text Format ACD Calls are calls to agent positions. NACD Calls are non-ACD calls on the PBX line or My Line. ACDp indicates a call to the agent’s personal queue.
MIS Menu Commands Status Screens Menu 5.1.4 Agent Detail Statistics This screen displays a list of individual agents logged-on to the split with detailed information about the current state of their ACD and PBX lines (see Figure 8-35). Figure 8-35 Agent Detail Statistics This display will probably be the most active, as it reflects each agent state change in coded colors.
MIS Menu Commands Status Screens Menu 5.1.5 Queue Statistics This report displays activity in three possible types of queues. Figure 8-36 Queue Statistics Screen - Graph Format 5.1.5.1 Standard and High Priority Queues The ACD Pilot Data and Trunk Group Data commands set priority levels for incoming calls. ACD priority numbers can range from 1 to 250, with the default being 15. Priority numbers from 1 to 9 are considered “high” priority, and from 10 to 250 are considered “standard” priority.
MIS Menu Commands Status Screens Menu 5.1.5.2 Agent Personal Queue Each agent has a queue for calls that are directed specifically to that agent. This Agent Personal Queue: • Is associated with the agent’s logon ID code. • Functions in the same manner as the split’s two queues but has the highest priority. An agent will always be assigned a call from the personal queue before taking a call from either of the other queues.
MIS Menu Commands Status Screens Menu 5.2 System Status Figure 8-37 System Status Screen Menu The System Status screens offer statistics on a system-wide basis, encompassing information from all splits. These screens can be displayed in text or graph format. As shown in Figure 8-37, the first option on the submenu is All Statistics. Choosing this setting displays all the System Status windows listed on the submenu. NDA-24213 CHAPTER 8 Page 127 Issue 3.
MIS Menu Commands Status Screens Menu 5.2.1 Daily Statistics This screen displays activity in the system since midnight in either graph or text format. Figure 8-38 System Daily Statistics - Graph Format Terms illustrated by the above graph are defined in Chapter 14, “Terms and Concepts.” CHAPTER 8 Page 128 Issue 3.
MIS Menu Commands Status Screens Menu 5.2.2 Hourly Statistics Figure 8-39 System Hourly Statistics - Text Format This screen displays activity in the total system since the beginning of the current hour. Further information on Average Speed of Answer (ASA), Longest Waiting Call (LWC), and Grade of Service (GOS) can be found in Chapter 14, “Terms and Concepts.” NDA-24213 CHAPTER 8 Page 129 Issue 3.
MIS Menu Commands Status Screens Menu 5.2.3 Agent Summary Statistics Figure 8-40 System Agent Summary Statistics - Graph Format This screen summarizes the activity of all agents currently logged-on to the system. CHAPTER 8 Page 130 Issue 3.
MIS Menu Commands Status Screens Menu 5.2.4 Split Detail Statistics Figure 8-41 Split Detail Statistics Screen The System Status statistical screens follow the same basic pattern as the screens displaying split statistics, except that where the split-oriented screens show Agent Detail statistics, the system-oriented screens show Split Detail statistics. NDA-24213 CHAPTER 8 Page 131 Issue 3.
MIS Menu Commands Status Screens Menu 5.2.5 System Queue Statistics Figure 8-42 System Queue Statistics Screen - Text Format As shown in Figure 8-42, the Queue Statistics screen for the system reflects all calls in all queues based on length of time in queue, specifying New Calls (have received 0 announcements), Calls in Transition (have received 1 announcement), Old Calls (have received 2 or more announcements), and any Incoming Overflow from other queues.
MIS Menu Commands Status Screens Menu Figure 8-43 System Queue Statistics Screen - Graph Format NDA-24213 CHAPTER 8 Page 133 Issue 3.
MIS Menu Commands Status Screens Menu 5.3 Modify Intervals The statistics in the Status Screens may be updated at intervals selected by the call center manager. The Modify Intervals option under the Status Screens menu opens the dialog box which modifies the refresh rate intervals for both the Split and System Statistics Screens (see Figure 8-44).
MIS Menu Commands Reports Menu 6. Reports Menu Figure 8-45 Reports Menu Screen A wide range of reports is available in CallCenterWorX MIS, with features allowing flexibility in report presentation. • Each report screen has a modifiable grid layout. Columns and rows may be rearranged by drag-and-drop, and their size can be changed. Each column can be sorted alphabetically. • The printer setup for the new grid layout is stored and may be retrieved for future use.
MIS Menu Commands Reports Menu 6.1 Agent Reports Figure 8-46 Agent Reports Menu The Agent Reports Menu includes the option of All reports, which generates all the other reports listed above (see Figure 8-46). Agent activity is reported in terms of the following parameters (defined in Chapter 12, “MIS Statistical Definitions and Methods” and in Chapter 14, “Terms and Concepts”): CHAPTER 8 Page 136 Issue 3.
MIS Menu Commands Reports Menu 6.1.1 Agent Summary Report Figure 8-47 Agent Summary Report - All Agents The Agent Summary Report supplies an overall view of agent activities. This report can be generated on a single agent or on all the available agents. NDA-24213 CHAPTER 8 Page 137 Issue 3.
MIS Menu Commands Reports Menu 6.1.2 Agent ACD Detail Report Figure 8-48 Agent ACD Detail Report - Personal Queue The Agent ACD Detail Report gives an analysis of the ACD activities performed by the agent. The data is separated on a per split basis (for multi-split agents) and the agent’s Personal Queue (if configured). This report can be generated on a single agent or on all the available agents. Although both report types include the same data, the display of the reports is different.
MIS Menu Commands Reports Menu 6.1.3 Agent PBX Detail Report Figure 8-49 Agent PBX Detail Report - Single Agent The Agent PBX Detail Report provides a breakdown of the PBX (non-ACD) activities performed by the agent. This report can be generated on a single agent or on all the available agents. NDA-24213 CHAPTER 8 Page 139 Issue 3.
MIS Menu Commands Reports Menu 6.1.4 Agent Staffing Report Figure 8-50 Agent Staffing Report - Single Agent The Agent Staffing Report lists the amount of time agents have spent in specific states (such as Ready, Ring, Talk, Work, and Break). The TOTAL line at the end of the report gives the sum of the time amounts, and a second line, TOTAL(%), provides the percentages of each total in relation to the total time available.
MIS Menu Commands Reports Menu 6.1.5 Agent Break Report Figure 8-51 Agent Break Report - All Agents The Agent Break Report supplies an analysis of all nine available Break types and the amount of time an agent spent in each type of break. This report can be generated for a single agent or for all of the available agents. NDA-24213 CHAPTER 8 Page 141 Issue 3.
MIS Menu Commands Reports Menu 6.2 Agent Group Reports Figure 8-52 Agent Group Report An Agent Group is a collection of agents grouped for comparative analysis (independent of the agents’ assigned splits) existing only in the MIS. Agent groups may be created at any time by assigning agents to an agent group (such as Red or Blue), even though these agents may work in a variety of splits.
MIS Menu Commands Reports Menu Figure 8-53 Agent Group Summary Report Screen The Agent Group in the above Summary Report (Figure 8-53) can be made up of agents from various splits who have been placed in this group for statistical purposes. The naming of a Group is optional, but may be used to illustrate the purpose of the analysis (such as Evening or Training), or may be a team name (such as Stars or Rangers). Agent Groups exist only in the MIS and are not an ACD entity.
MIS Menu Commands Reports Menu 6.
MIS Menu Commands Reports Menu 6.3.1 Split Summary Report Figure 8-55 Split Summary Report The Split Summary Report provides a concise collection of data on split activities. You can generate this report for a single split or for all the available splits. NDA-24213 CHAPTER 8 Page 145 Issue 3.
MIS Menu Commands Reports Menu 6.3.2 Split Traffic Report Figure 8-56 Split Traffic Report The Split Traffic Report generates two different views of the split’s incoming traffic. The Split Traffic Report can be generated for a single split or all splits available. Each screen or page reports two groups of data (side by side for comparison): 1. High Priority Queue and Standard Priority Queue (see front screen in Figure 8-56) 2.
MIS Menu Commands Reports Menu 6.3.3 Split Profile Report Figure 8-57 Split Profile Report The Split Profile Report (Figure 8-57) lists counts of call activities and the average times that calls spent in specific states. This report can be generated on a single split or on all the available splits. It generates up to four screens or pages covering the three available queues for a split, and a summary screen or page which adds all three queues together.
MIS Menu Commands Reports Menu 6.3.4 Split Staffing Report Figure 8-58 Split Staffing Report The Split Staffing Report lists the amount of time the agents in the split spent in specific states (such as Ready, Ring, Talk, Hold, Work and Break). The TOTAL line at the end of the report gives the sum of the time amounts, and a second line, TOTAL (%), provides the percentages of each total in relation to the total time available.
MIS Menu Commands Reports Menu Figure 8-59 Split Staffing Report - Graph Format Other aspects of split activity can be shown by the graph format. This is the Extended Horizontal Bar Graph style, one of 19 graph styles available. NDA-24213 CHAPTER 8 Page 149 Issue 3.
MIS Menu Commands Reports Menu 6.3.5 Split Break Report Figure 8-60 Split Break Report - Single Split The Split Break Report supplies an analysis of all nine available Break types and the amount of time the agents of the split spent in each type. This report can be generated for a single split or for all the available splits. CHAPTER 8 Page 150 Issue 3.
MIS Menu Commands Reports Menu 6.3.6 Split Answer Delay Report Figure 8-61 Split Answer Delay Report - Single Split The Split Answer Delay Report shows an analysis of the answer delay times callers are experiencing in this split. There are eight time intervals (buckets) available into which all answered calls will fall. When calls are answered within these specified time intervals, the counts are incremented accordingly.
MIS Menu Commands Reports Menu 6.3.7 Split Abandon Delay Report Figure 8-62 Split Abandon Delay Report The Split Abandon Delay Report provides an analysis of the wait times experienced by callers who abandoned after being queued to this split. There are eight time intervals (buckets) available into which all abandoned calls will fall. When calls are abandoned within these specified time intervals, the counts are incremented accordingly.
MIS Menu Commands Reports Menu 6.4 Pilot Reports Figure 8-63 Pilot Report Menu The Pilot Report provides an analysis of pilot number activity, and is reported in terms of the following parameters: • Total Calls Received • Total Calls Answered • Total Calls Abandoned • Total Calls Transferred • Average Speed of Answer • Longest Waiting Call • Grade of Service • Total ACD Talk Time • Average ACD Talk Time NDA-24213 CHAPTER 8 Page 153 Issue 3.
MIS Menu Commands Reports Menu Figure 8-64 Pilot Summary Report Traffic on any pilot number can be analyzed for a designated period. Terminology in the report column headings and the means of calculating those statistics are explained in Chapter 12, “MIS Statistical Definitions and Methods,” and Chapter 14, “Terms and Concepts.” CHAPTER 8 Page 154 Issue 3.
MIS Menu Commands Reports Menu 6.5 Trunk Group Reports Figure 8-65 Trunk Group Report Menu Trunk Group Reports display information on a trunk group or trunk circuit basis without regard for the split or agent to which the call is ultimately directed. The All option on the submenu produces all four of the reports listed above it.
MIS Menu Commands Reports Menu 6.5.1 Trunk Group Call Volume Report Figure 8-66 Trunk Group Call Volume Report - All Groups This report can be generated for a single trunk group or for all trunk groups available. Terminology in the report column headings and the means of calculating those statistics are explained in Chapter 12, “MIS Statistical Definitions and Methods,” and Chapter 14, “Terms and Concepts.” CHAPTER 8 Page 156 Issue 3.
MIS Menu Commands Reports Menu 6.5.2 Trunk Group Answer Delay Report Figure 8-67 Trunk Group Answer Delay Report This report shows an analysis of the answer delays that callers experienced on this trunk group. There are eight time intervals (buckets) into which all answered calls fall. When calls are answered within these specified time intervals, the counts are incremented accordingly.
MIS Menu Commands Reports Menu 6.5.3 Trunk Group Abandon Delay Report Figure 8-68 Trunk Group Abandon Delay Report This report shows an analysis of wait times experienced by callers who abandoned after the call was received by the trunk group. There are eight time intervals (buckets) into which all abandoned calls fall. When calls are abandoned within these specified time intervals, the counts are incremented accordingly.
MIS Menu Commands Reports Menu 6.5.4 Trunk Group Trunk Circuit Report Figure 8-69 Trunk Group Trunk Circuit Report - All Groups The Trunk Group Trunk Circuit Report supplies data gathered on each individual circuit of a trunk group. The report may be generated for a single circuit of a specified trunk group, for all circuits of the specified trunk group, or for all available trunk groups. Although these reports provide the same type of data, the basis of each report is different.
MIS Menu Commands Reports Menu 6.6 Tally Code Reports Figure 8-70 Tally Code Reports Menu Tally Codes entered by the agents can be analyzed based on Split activity or based on Pilot Number. A Split can be programmed in the ACD to require a Tally entry by the agent while a call is in progress, or during the after-call Work mode. When a Split is configured for Tally Required, an agent will not be able to answer a new incoming ACD call until a Tally entry has been made for the previous ACD call.
MIS Menu Commands Reports Menu 6.6.1 Tally Code Summary Report by Split Figure 8-71 Tally Code Summary - Split This report indicates the incidence of all Tally entries by all Splits during a specified time period, listing them by the numbers and names assigned in the Tally Names Assignment window (see this chapter, “Tally Code Assignments”). Tally Code Numbers can be up to 9 digits. NDA-24213 CHAPTER 8 Page 161 Issue 3.
MIS Menu Commands Reports Menu 6.6.2 Tally Code Summary Report by Pilot Figure 8-72 Tally Code Summary - Pilot This report indicates the incidence of all Tally entries by specified Pilot Numbers during a specified time period, listing them by the numbers and names assigned in the Tally Names Assignment window (see this chapter, “Tally Code Assignments”). CHAPTER 8 Page 162 Issue 3.
MIS Menu Commands Reports Menu 6.7 Report Scheduler Figure 8-73 Report Scheduler Screen CallCenterWorX allows you to schedule a report for output to the printer at a selected time using the Report Scheduler window (see Figure 8-73). • Any report which can be generated can be scheduled for output. • Up to 50 reports may be registered in the schedule. • Once registered, the report will automatically be sent to the printer at the designated output time, which can be specified to the minute.
MIS Menu Commands View Menu 7. View Menu The View menu allows the Toolbar and the Status bar to be visible (if checked) or not visible (if not checked) on the MIS console screen. The Toolbar (located just under the Menu bar) contains icons which provide shortcuts to many menu commands. The Status bar (located across the bottom of the console screen) shows the date and time, and the current Longest Waiting Call.
MIS Menu Commands Help Menu 8. Help Menu Figure 8-76 Help Menu Commands Selecting the Help Topics option opens the Table of Contents to the MIS online Help system. You may then choose which topic will provide the information you need (see Chapter 11, “CallCenterWorX Online Help”). NDA-24213 CHAPTER 8 Page 165 Issue 3.
MIS Menu Commands Help Menu This page is for your notes. CHAPTER 8 Page 166 Issue 3.
Procedures Chapter 9 ACD Procedures Contains procedures for programming the ACD MAT system. Chapter 10 MIS Procedures Contains procedures for configuring and using the MIS system. NDA-24213 Page 167 Issue 3.
This page is for your notes. NDA-24213 Page 168 Issue 3.
ACD Procedures Method of Programming CHAPTER 9 ACD Procedures 1. Method of Programming 1.1 Entering Data Data is entered in the CallCenterWorX ACD programming by use of the Data Entry screens found under the MAT menu. They are accessed in one of three ways: • Selecting a command from the menu bar using the mouse (such as selecting the Tenant Data command by clicking Tenant Data under the MAT menu shown in Figure 9-2).
ACD Procedures Order of programming 2. Order of programming Because some commands depend on information having been previously programmed before the command can accept data, the CallCenterWorX ACD MAT should be programmed in the following order: 1. Tenant Data 2. Split Data 3. Agent Logon Data 4. Position Data 5. Call Control Vector Data 6. Pilot Data 7. Trunk Group Data 8. Interactive Voice Response Data 9. Week Schedules Data 10. Holiday Schedules Data 11.
ACD Procedures Tenant Data 3. Tenant Data Figure 9-3 Tenant Data Screen STEP 1: Tenant Number (required) Using the up and down arrows, select the desired Tenant Number between 1 and 9. STEP 2: Name Enter the Tenant Name (optional). STEP 3: Splits Enter the quantity of splits for this tenant. Important: STEP 4: A total quantity of 30 splits is available to be shared among all 9 possible tenants.
ACD Procedures Tenant Data STEP 7: Default Language From the drop-down menu, choose the language to be used tenant-wide if there are no agents logged on to the ACD database using a Logon ID. Each Dterm requires a language for display, and the Logon Data procedure (see this chapter, Heading 5.) specifies by agent the language to be displayed on that agent’s Dterm LCD display.
ACD Procedures Split Data 4. Split Data Figure 9-4 Split Data Screen STEP 1: After assigning the Tenant data, access the Split Data dialog (Figure 9-4). STEP 2: Split (a) Tenant Number (required) Select the tenant number from the drop-down menu showing all assigned tenants in the system. (b) Split (required) Select the split number using the up and down arrows, or enter a new split number of up to two numeric characters with a value between 1 and 30.
ACD Procedures Split Data (b) Hot Split If used, all members of this split must be “automatic” agents. There cannot be a mixture of standard agent positions and hot agent positions in the same split. This feature is designed for analog devices only, such as answering machines, dictation machines, and voice mail machines. Dterm stations cannot be used as members of a Hot Split.
ACD Procedures Split Data (b) Agent Priority Queuing (required) • Check to require that agents are queued according to the split preference in their logon data. • Leave unchecked to place agents on a “first come first served” basis in which the longest waiting agent receives the next call. (c) Do Not Disturb (required) STEP 6: • Check to indicate that calls are not queued when no agents are logged in to the split.
ACD Procedures Split Data STEP 8: Agent (a) Logoff Warning Criteria This feature enables a “Logoff Warning” to display if an agent tries to log off when the number of calls in queue for the split is greater than or equal to the number of logged on agents. You can set a value between “1 Agent” and “9 Agents” for the maximum number of agents still logged on to the split when the warning is given.
ACD Procedures Split Data (c) Auto Work on Dial Out (optional) Check to automatically put the agent into Work mode when an offhook condition exists or a dial tone is present on the agent’s PBX line. (d) Auto Ready on Release (optional) Check to automatically put the agent into Ready mode upon releasing a call on the agent’s PBX line.
ACD Procedures Logon Data 5. Logon Data Figure 9-5 Agent Logon Data Screen STEP 1: Logon (a) Tenant Number (required) Select the tenant number from the drop-down menu. (b) Logon ID (required) Enter the agent’s unique Logon ID number of up to nine numeric characters with a range of 1 to 999999999. Preceding zeros are not allowed. An ID code may be used at only one position at any given time. Multiple logons with the same ID are not permitted.
ACD Procedures Logon Data (d) Agent Name (optional) Enter the name of the agent or supervisor associated with the Logon ID number. (e) Abbreviated Name (optional) Enter an abbreviated agent name of up to five alphanumerical characters for use in reports. (f) Allow Supervisor Tally-Oh Codes (optional) Check to allow the position to use Supervisor Tally-Oh codes, which invoke various actions such as statistical displays and mode changes.
ACD Procedures Logon Data STEP 3: Personal Numbers (a) Assist Request (optional) Enter a directory number (up to 4 digits) to be used for the agent’s assist requests. This number overrides the Assist number in the Split Data dialog. (b) Emergency Request (optional) Enter a directory number (up to 4 digits) to be used for the agent’s emergency requests. This number overrides the Emergency number in the Split Data dialog.
ACD Procedures Logon Data (b) Step (optional) Use the up and down arrows to select the CCV Step number to use when forwarding a call from the agent’s Personal Queue when the agent’s position is vacant or in Break mode, or when a personal call is recovered using the Call Recover feature. The valid range is from 1 to 20 steps. STEP 7: Press Update to save the new information. STEP 8: Press Close to exit the data screen. NDA-24213 CHAPTER 9 Page 181 Issue 3.
ACD Procedures Position Data 6. Position Data Figure 9-6 Position Data Screen STEP 1: Tenant Number (required) Select the tenant number from the drop-down menu. STEP 2: Position Number (required) For programming a new entry, enter a PBX directory number for the position, using up to 4 digits from 10 to 9999. The Position number and PBX line number entries are the same entity; they are the My Line.
ACD Procedures Position Data STEP 4: Split Assignment (required) (a) Any Split • Check to allow any split to work through this position; the splits will be determined by the Logon ID. • Leave unchecked to limit the position to the specified split. (b) Specified Use the up and down arrows to limit the position to a specified split (values of 1 to 30) if desired. STEP 5: Press Update to save the new information. STEP 6: Press Close to exit the data screen. NDA-24213 CHAPTER 9 Page 183 Issue 3.
ACD Procedures Call Control Vectors 7. Call Control Vectors A detailed explanation of the Call Control Vectors programming concept can be found in the “CallCenterWorX ACD Features and Specifications” manual. Figure 9-7 Call Control Vectors Screen STEP 1: Prior to performing the CCV entries: (a) Assign Station Data in the PBX for any station or position that is referenced by the CCV as a transfer destination (see Chapter 4, Heading 2, “Programming the ACD Position Prime Line and My Line”).
ACD Procedures Call Control Vectors STEP 3: Tenant Number Using the drop-down menu, choose the number (required) and name (optional) of the Tenant which the ACD is serving. STEP 4: CCV Index Enter an Index number (from 1 to 60) to a CCV. STEP 5: Call Control Vectors (a) CCV Action In the first available CCV Action (Step) field (step numbers can range from 1-20), click in the data field and select an Action from the drop-down menu.
ACD Procedures Call Control Vectors Figure 9-8 CCV Action Choices (b) Argument Tab to the Argument field and enter a valid Argument for the corresponding Action. This can be a split number (as in Argument 1 in Figure 9-7), the number of seconds if a Pause Action is programmed (as in Argument 2 in Figure 9-7), or other specifications needed to carry out the programmed Action. STEP 6: Repeat Step 5 for each CCV Action you want to assign.
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.
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).
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).
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.
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.
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.
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.
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.
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. NDA-24213 CHAPTER 9 Page 195 Issue 3.
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).
ACD Procedures Holiday Calendar Figure 9-16 Schedule Number Menu STEP 4: Repeat Steps 3(a) and 3(b) until all desired holiday dates have been programmed. The Holiday Calendar can be programmed up to 365 days in advance, and there is no limit to the number of holidays that can be programmed within a month. STEP 5: Press Update to save the new information. STEP 6: Press Close to exit the data screen. NDA-24213 CHAPTER 9 Page 197 Issue 3.
ACD Procedures System Data 14. System Data CAUTION: These settings should be modified with care as they alter the behavior of the ACD. Figure 9-17 System Data Screen - User Settings 14.1 User Settings This data is used to customize the ACD for specific features including Infolink and MIS message generation, debugging tools, and phoneset operation. It is primarily for use by technical personnel. Note: To use default values, leave a checkbox unchecked.
ACD Procedures System Data STEP 3: Display ‘ANI NONE’ (required) Values: Yes / No Default = No This field determines whether the “ANI NONE” message will be displayed on agent terminals (ringing and answer) for ACD calls which have no associated ANI information. The display is simply omitted from the connection display sequence when the value “No” is chosen.
ACD Procedures System Data STEP 9: (required) Orig Detail Codes Values: Yes / No Default = No This field specifies which values the ACD will send for the detail code field of Infolink Acknowledgement (IY and IX) messages. The value of “Yes” will result in detail codes of 01-06 (those specified in the original version of Infolink) only. The use of original codes only might be needed if the Infolink application cannot properly handle additional codes which have been added to the Infolink specification.
ACD Procedures System Data (b) Index 1 (required) Values: 0 to 11 Default = 5 This field determines the location of the first dash (if appropriate) for ANI agent displays for ACD calls (ringing and answer). For example, the default value of 5 would result in a dash being inserted between the 4th and 5th digits of the ANI (counting backward from the last digit). An ANI of 2145559999 would then be displayed with a dash inserted as such: 214555-9999. A value of 0 indicates that the dash is not desired.
ACD Procedures System Data CAUTION: Use extreme caution. Do not modify any of these settings except at the direction of NEC technical personnel (your NEC Associate or the NEC National Technical Assistance Center). Figure 9-18 System Data Screen - Time Out Settings 14.2 Time Out Settings This data maintains the ACD’s System Data for time out information. It allows custom programming of some timers used by the ACD.
ACD Procedures Communication Data 15. Communication Data Note: This command is primarily a utility service used by technicians. Figure 9-19 Communication Data Screen STEP 1: Important: Server Communication Settings Changes to the Server settings will require shutdown and restart of the Server. (a) PBX IP Address (required) Enter the four octet IP address for the PBX.
ACD Procedures Communication Data (e) PBX Healthcheck When this box is checked, a monitoring signal is sent and received every 32 seconds to confirm connectivity. After two instances of non-return of the signal, the ACD restarts and reconnects with the PBX. The default condition is unchecked = OFF.
ACD Procedures Backup Database 16. Backup Database Figure 9-20 Backup Database Screen STEP 1: Operation (a) Backup Select this option to back up the ACD database file. (b) Restore Select this option to restore the database file using a previous Backup file. STEP 2: Database File (a) Drive/Directory (1) Use the browse button (showing three dots) to open the Select Directory dialog box (see Figure 9-21).
ACD Procedures Backup Database . Figure 9-21 Select Directory - Backup (b) File (1) Use the browse button (showing three dots) to open the Select File dialog box (see Figure 9-22). (2) Enter a filename for the ACD database file or select a listed file and press Open. Figure 9-22 Select File - Backup (3) If a filename is entered, it should have an ACD extension. STEP 3: Comments Enter any comments you would like to be associated with the database file. CHAPTER 9 Page 206 Issue 3.
ACD Procedures 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.
ACD Procedures 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.
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.
MIS Procedures 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 CHAPTER 10 Page 210 Issue 3.
MIS Procedures 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.
MIS Procedures 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.
MIS Procedures 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).
MIS Procedures 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: 2.
MIS Procedures 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.
MIS Procedures 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).
MIS Procedures Agent Procedures STEP 7: Choose one of the following: 4.2 • 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. 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.
MIS Procedures 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.
MIS Procedures 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.
MIS Procedures 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.
MIS Procedures 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.
MIS Procedures 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.
MIS Procedures 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.
MIS Procedures 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. CHAPTER 10 Page 224 Issue 3.
MIS Procedures 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 Table 10-1). STEP 6: Select a Color from the drop-down list. (Some board types support only red.
MIS Procedures 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 215R & 215C Case Size (Cabinet) L” x D” x H” (Lcm x Dcm x Hcm) Message Area L” x H” (Lcm x Hcm) Chars Min/Max Lines Displayed: Character Size Inches (cm) Red LEDs Color LEDs 15 / 30 One line: 2.1” (5.3cm) 215R 215C 20 / 34 One line: 3.
MIS Procedures Wall Display Board Assignments 11.2 Scheduling Message Sets The Schedule Wallboard Message Sets screen (Figure 10-15) lists the message sets that have been constructed and sets up the display plan for them, determining: • Type of display • Individual wall board destination (display number) • Speed (interval between messages in a multi-message set) Figure 10-15 Schedule Wallboard Message Sets STEP 1: In the Configuration menu, select Wallboard Message Sets. STEP 2: Select Schedule.
MIS Procedures Reports 12. Reports CallCenterWorX MIS contains a set of statistical reports providing data to guide call center management decisions. The MIS maintains a database of the past 40 days of statistical data. The current and previous days’ statistics are stored on an hourly basis (up to a maximum of 47 hours), while daily data is stored for the preceding 38 days. Using a series of menus, statistical data is separated into: • Major categories • Minor categories • Report dialogs 12.
MIS Procedures Reports 12.2 Minor Categories Each major category (such as Agent Reports) has its own set of minor category reports. Figure 10-17 shows the minor categories associated with the Agent Reports major category (Summary, ACD Detail, PBX Detail, Staffing, and Breaks). Figure 10-17 Minor Report Categories NDA-24213 CHAPTER 10 Page 229 Issue 3.
MIS Procedures Reports 12.3 Generating a Report The following sample procedure focuses on generating an Agent Report, but the window elements and navigation tools used in the procedure are generic and can be applied when generating any CallCenterWorX MIS report. 12.3.1 Selecting the Subject STEP 1: From the Reports menu (Figure 10-16) select one of the Major categories (in this example, we have selected Agent Reports).
MIS Procedures Reports • Click the Daily radio button to activate the Daily Duration box. Then go to Step 7. STEP 6: Choose from the following in the Hourly Duration box: • Click the Today or Yesterday radio button. Go to Step 8. • Click the Specified radio button to activate the From and To fields. Go to Step 9. STEP 7: Choose from the following in the Daily Duration box: • Click the Month radio button in the Daily Duration box. Go to Step 8. • Click the Week radio button. Go to Step 8.
MIS Procedures Reports STEP 10: Click OK. The data will be retrieved from stored information, formatted into a report, and displayed on the monitor. All of the reports are designed to be displayed so that no left-right scrolling is needed to see all of the data. Data may be scrolled up and down a line or a page at a time to bring the most pertinent data within view.
MIS Procedures Reports 12.3.2 Formatting a Report A print preview capability lets you see the default layout of a text report. A modifiable grid screen (see Figure 10-21) allows you to drag-and-drop or change the size of certain columns or rows. Each column can be sorted by alphabetical order . Figure 10-21 Report Layout Grid Check the Save settings to profile checkbox to save the profile in the NT registry. NDA-24213 CHAPTER 10 Page 233 Issue 3.
MIS Procedures Reports 12.4 Scheduling and Printing a Report CallCenterWorX allows you to schedule a report for output to the printer at a selected time using the Report Scheduler window (see Figure 10-22). Any report which can be generated can be scheduled for output. Up to 50 reports can be registered in the schedule. Once registered, the report(s) will automatically be sent to the printer at the specified output time. In order to register a report for scheduled output, you must complete three steps.
MIS Procedures Reports Figure 10-23 Add a Report Window STEP 4: Press Next>. The Report Duration window displays (see Figure 10-24). Figure 10-24 Report Duration Window STEP 5: Select the Duration, Range, and Previous parameters. NDA-24213 CHAPTER 10 Page 235 Issue 3.
MIS Procedures Reports STEP 6: Press Next>. The Report Output Time window displays (see Figure 10-25). Figure 10-25 Report Output Time Window STEP 7: Select the Duration, Day and Hour Frequency and whether to Suppress weekend output (see Heading 12.5 “Weekend Suppression of Printing” below for important considerations on scheduling print output on weekends). STEP 8: Press Finish. The Report Scheduler window (see Figure 10-26) displays showing the output settings of the report just entered.
MIS Procedures Reports 12.5 Weekend Suppression of Printing An important question to consider is whether to suppress printing reports on weekend days. • The weekend is defined as starting at midnight on Friday and ending at midnight on Sunday. • Since some locations are staffed only during normal business days, Monday through Friday, the scheduled reports may not need to be output over the weekend.
MIS Procedures Reports 12.6 Generating a Graph from a Report Once a report has been generated, it can be viewed in either its original report format or in a variety of graph formats. This section explains how to select the type of graph, as well as what types of graphs are available. 12.7 Selecting a Type of Graph STEP 1: Click the Create Graph displays (see Figure 10-27). button on the console Toolbar.
MIS Procedures Reports 12.8 Types of Graphs CallCenterWorX MIS can generate the following types of graphical representations of reports: 12.8.1 Line graph The Line graph draws a line connecting the data points of a group. The markers used in this graph are called widgets. Choose Line plot, with point markers to display this type of graph. 12.8.2 Line Only graph A Line Only graph is a Line graph without the widgets. Choose Line plot, no markers to display this type of graph. 12.8.
MIS Procedures Reports 12.8.6 Horizontal Bar graph In a Horizontal Bar graph, the data values are indicated by the horizontal extent of individual rectangles. Choose Horizontal bars to display this type of graph. 12.8.7 Extended Vertical Bar graph The Extended Vertical Bar style gives the bars and axes a 3-D look. Choose 3D Vertical bars to display this type of graph. 12.8.8 Extended Horizontal Bar graph The Extended Horizontal Bar graph style gives the bars and axes a 3-D appearance.
MIS Procedures Reports 12.8.10 Stacked Horizontal Bar graph In a Stacked Horizontal Bar graph, the bars for different groups are displayed one behind another rather than side-by-side. The values from the different groups are not summed. The Strata Horizontal Bar graph is what some people expect for a stacked bar graph. Choose Stacked horizontal bars to display this type of graph. 12.8.11 Manhattan graph An IsoBar or “Manhattan” graph represents data values as a three-dimensional rectangle.
MIS Procedures Reports 12.8.14 Pie graph Pie graphs display a circle divided into “wedges”. A wedge is drawn for each data item, representing the fractional contribution of that data item to the total. All the data items in the scope, regardless of group, make up one pie. Because negative values cannot be represented, a standard bar chart is drawn if the data contains any negative values. Choose Pie chart to display this type of graph. 12.8.
MIS Procedures Reports 12.8.18 Strata Vertical Bar graph A Strata Vertical Bar graph is what might be called a stacked bar graph. It shows the summed total of a particular index over all groups. The length of the combined bar represents the total over all groups. Areas within the bar show how much each group contributes to the total. Because negative values cannot be represented, a standard bar chart is drawn if the data contains any negative values.
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Reference Chapter 11 CallCenterWorX Online Help Describes the ACD and MIS online Help systems and tells how to access and print Help topics. Chapter 12 MIS Statistical Definitions and Methods Lists the terms and operations used to calculate statistical information in MIS reporting. Chapter 13 MIS Error Messages Defines possible error messages from the CallCenterWorX MIS system and suggests remedial procedures.
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CallCenterWorX Online Help Online Help Features CHAPTER 11 CallCenterWorX Online Help 1. Online Help Features CallCenterWorX includes individual Help systems for CallCenterWorX ACD and CallCenterWorX MIS. The features include: • Context-sensitive help for every dialog, button, and field within the programs. • Step-by-step procedures for programming the CallCenterWorX ACD and MIS. • Comprehensive glossary in each program. • ACD functionality with respect to supported MAT commands.
CallCenterWorX Online Help Navigating the Help System 3. Navigating the Help System The Help topics are grouped according to function and content within three tabs: Contents, Find, and Index. For example, when you open the MIS Help, the following Help Topics window displays: Figure 11-1 Help Topics Window - Contents Tab 3.1 Contents Tab The Contents tab is intended to be used as an online Table of Contents.
CallCenterWorX Online Help Navigating the Help System 3.2 Index Tab The Index tab (Figure 11-3) enables you to search for a help topic by alphabetical listing. Figure 11-3 Help Topics Window - Index Tab NDA-24213 CHAPTER 11 Page 249 Issue 3.
CallCenterWorX Online Help Navigating the Help System 3.3 Find Tab The Find tab (Figure 11-4) enables you to run a full text search for Help topics. Figure 11-4 Help Topics Window - Find Tab CHAPTER 11 Page 250 Issue 3.
CallCenterWorX Online Help Printing Help Topics 4. Printing Help Topics CallCenterWorX Help is not available in hard copy, but you can print topics of interest to you from several places within the Help system. The following procedure explains the process of printing Help topics. 4.1 Printing from the Contents, Index or Find Tabs STEP 1: Highlight the Help topic you wish to print. STEP 2: Click the Print button at the bottom of the window. The Print dialog box displays (Figure 11-5).
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MIS Statistical Definitions and Methods CHAPTER 12 MIS Statistical Definitions and Methods (Notations beneath definitions indicate the method used to calculate the statistic shown.) All Trunks Busy Time is the amount of time all circuits are in use in a trunk group. Average ACD Busy Time is the average amount of time a trunk was in use for ACD calls. This includes all time the circuit was active (from the time the call queued until the time the call released).
MIS Statistical Definitions and Methods Percentage Work Time is the percentage of staffed time spent in the Work mode. (Total Work Time / Total Staffed Time) * 100 Total ACD Busy Time is the total amount of time a trunk was in use for ACD calls. This includes all time the circuit was active (from the time the call queued until the time the call released). Total ACD Calls Answered is incremented by one each time a call which has been distributed to an agent position is answered.
MIS Statistical Definitions and Methods Total PBX Talk Time is the amount of time spent talking on incoming calls received plus the time talking on outgoing calls on an agent’s PBX line. Total Ready Time is the amount of time the agent was in Ready mode. Total Ring Time is the amount of time the agent’s position was ringing. Total Staffed Time is the amount of time from agent log-in until log-out, minus any time spent in a Break mode of any type.
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MIS Error Messages CHAPTER 13 MIS Error Messages This chapter contains a list of possible error messages. Although many are self-explanatory, a brief description is included to help determine the cause of the problem. If the suggested action does not correct the error, please contact NEC Technical Support. ABORT The requested configuration change under CallCenterWorX MIS is not supported by the ACD.
MIS Error Messages Agent Group requested is not registered The Agent Group requested has not been assigned. Agent Groups are an MIS entity only, which means the ACD is unaware of these agent groupings. All agents originally reside in Agent Group 1 and must subsequently be moved to other groups within CallCenterWorX MIS. Check the Agent Group assignments and try again. Agent Position assigned by the parameter is out of range The position number that was input is not within the acceptable limits.
MIS Error Messages In the parameter, illegal characters appear You entered an invalid character during input (such as an alphabetic character where only numerals are accepted). Check the input and try again. Input data is incorrect You entered a value that is out of acceptable range or contains invalid characters. Check the value entered and try again. Invalid password The password entered does not match the current system password. Check the input and try again.
MIS Error Messages Split requested is not registered The split number input specifies a split number that has not been registered in the ACD. Check the input; if it is correct, check the split’s assignment on the MAT. Station No. not assigned CallCenterWorX MIS attempted to modify or retrieve data for an agent position which is not assigned on the ACD. Check the input; if it is correct, check the position’s assignment on the MAT.
MIS Error Messages Trunk Group No. not assigned CallCenterWorX MIS attempted to modify a Trunk Group which is not assigned on the ACD. Check the input; if it is correct, check the Trunk Group’s assignment on the MAT. Trunk Group requested is not registered The Trunk Group requested is not registered in the ACD. Check the input; if it is correct, check the Trunk Group’s assignment on the MAT.
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Terms and Concepts CHAPTER 14 Terms and Concepts Term Definition Abandon Delay Interval The amount of time elapsed before a caller abandons. The abandon delay time is divided into 8 segments (or buckets) and these timing intervals can be modified within CallCenterWorX MIS. ACD See Automatic Call Distribution. ACD Call A call connected to the ACD through a pilot number or personal pilot number; an MIS report term for a call to an agent position.
Terms and Concepts Term Definition Agent Position A telephone set that is configured for use in handling ACD calls, with a number of keys for controlling ACD functions. Agent positions are typically equipped with two telephone lines: one is for incoming ACD calls; the other line (called the PBX line or My Line) is for non-ACD work or personal calls, and functions as a normal business station. An Agent Position number is from two to four numeric characters with a valid range from 10-9999.
Terms and Concepts Term Definition Configuration Fields Allow on-the-spot program configuration changes in MIS. They are displayed in white until the information contained within the field is changed, when the field color changes from white to yellow. Dialog (box) A GUI object which is displayed in response to the selection of a menu command or an icon, offering one or more choices to determine the next activity.
Terms and Concepts Term Definition Internet Protocol (IP) A standard describing software that keeps track of the internetwork addresses for different nodes, routes, and outgoing messages, and recognizes incoming messages. It allows a data packet to traverse multiple networks on the way to its final destination.
Terms and Concepts Term Definition Multi-split Agent Mode which allows an agent to function in more than one split. An agent may logon to as many as 16 splits and will be able to receive calls from any of those splits, according to a customized preference algorithm programmed into the ACD Logon ID Data, and to the programming of a specific position. See the “CallCenterWorX ACD Features and Specifications” manual for a detailed explanation of the factors and variables involved.
Terms and Concepts Term Definition Real-time Screen A display which reflects the activity of the call center on an up-to-the-second basis (see also MIS Status Screens). Remote MIS PC / ACD Computer (Client or Server) Terms used to distinguish the computer (Client or Server) using the CallCenterWorX ACD program (and possibly the MIS program) from one or more remote computers using only the MIS portion of the program, possibly serving multiple supervisors in a call center.
Terms and Concepts Term Definition Tally Code or Count A feature which allows agents to register the occurrences of several specific events using the dial keypad (the Tally key). The events may be responses to various advertising methods, sales campaigns, or calls from particular locations. The MIS reports on Tally Code use by Split(s) and by Pilot(s). Tally-Oh codes A key sequence which is entered by an agent or supervisor in the ACD system and is not reported to the MIS.
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