Specifications
NDA-24213 CHAPTER 8
Page 99
Issue 3.0
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 Assignment
s,
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 local configuration data is used only by CallCenterWorX MIS and does not affect the ACD. The
Grade of Service Threshold
,
Answer Delay Interval
,
Abandon Delay Interval
, and
Wall Board
Configuration
fields are assigned and stored in CallCenterWorX MIS.
3. Some communication parameters must be programmed and changed in both the ACD and MIS systems,
such as setting or modifying the
Communication Port
for the computer, and
Break Type
enablement and
assignment.
4. Certain configuration data used in the MIS (assigned names such as Split Name and Agent Name, which
are referenced by both systems) can be synchronized to match the configuration data in the ACD.
Although naming 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.
These names are downloaded to the MIS database at start-up. The acceptance or rejection of this download
may be set under the
Download Names
field in the
Change System Parameters
window (see Figure
8-11), accessed from the
Configuration
menu
.
4.2 Modifying Delay Intervals
The
Delay Intervals
parameter is listed on the
System Parameters window
under the Configuration
menu. Figure 8-10 shows the default settings of the delay intervals used in reporting Answer Delay and
Abandon Delay statistics for splits and trunk groups. The intervals are measured in seconds.
Figure 8-10 Modify Delay Intervals Window
These intervals can be modified to change the size of the “buckets” into which all answered calls or
abandoned calls fall (the beginning number in each interval changes in reference to the setting of the
previous ending number). When calls are answered or abandoned within these specified time intervals, the
counts are incremented accordingly.