Specifications

CHAPTER 1 NDA-24213
Page 4
Issue 3.0
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. Can support up to
nine tenants
.
5. Routes incoming calls using:
• A user-defined set of call handling instructions named
Call Control Vectors
(CCVs),
Week
Schedules
, and
Holiday Schedules
.
• A system of
priorities and call overflows
designed to deliver calls rapidly and efficiently to the
appropriate split or agent.
6. Has
dockable Toolbars
which can be dragged to other locations on the working screen. The user can also
build a
personal toolbar
of most frequently used icons.
7. Provides
Toolbar icons
and
ToolTips
for all MAT commands, for opening report views, and for
online
Help
and
context-sensitive Help
.
8. Provides
Data Entry screens
with a choice of background color pattern for each screen.
• Data Entry screens can accept new data or revise previously entered data with
immediate
confirmation
of the action. These screens list operational data in
drop-down menus
.
• Each Data Entry screen can open to a
report view
showing the currently programmed data. The font
style and size and the column headings in the report can be reset to suit your preference.
• The report view can open to a
Print Preview
showing the report as it would be printed, and can send
the report to a printer. A report can be saved to a
data file
, saved to a
Microsoft Excel
file, or exported
to a
Microsoft Access
database.
9. Has a
optional Workbook area
showing a tab for each open screen with the MAT command icon for that
screen. A report icon displays on top of the command icon for those screens open to the report view.
•
Multiple screens
can be open simultaneously. A screen is made the active screen by selecting the
appropriate Workbook tab.
10. Has an
optional Status bar
which reflects the state of the active screen.
11.
Supports 6 languages
(English, Japanese, French, German, Italian and Spanish) for display to the agent’s
D
term
position.
12. Uses a
Trace Client
to view ACD call processing on screen. CCV programming diagnostics let you
monitor the call flow in real-time to design or re-engineer your installation.