Specifications

CHAPTER 1 NDA-24213
Page 6
Issue 3.0
CallCenterWorX Overview
System Capacities
4. System Capacities
Table 1-1 System Capacities
Note 1:
See Chapter
2
, Heading 8, “
Multi-tenant MIS Considerations—Split Numbering
.”
Note 2:
The total number of splits per system (30) is shared among the total number of tenants (up to 9).
Note 3:
Agent positions available depend on the installed security key’s capacity for logged-on agents. The total
number of agents is shared among the total number of tenants (up to 9). Security keys are available in the
following capacities: 10, 20, 30, 40, 60, and 80.
Note 4:
The MIS tracks Split queue calls as “High” and “Standard.”
Note 5:
Current and previous days’ statistics are stored on an hourly basis up to a maximum of 47 hours. Daily
data is stored for the preceding 38 days.
Note 6:
See Chapter 2, Heading 7, “CallCenterWorX MIS PC Support.”
Note 7:
Dependent upon the CallCenterWorX configuration formula based on the OAI monitoring limitations:
(Agents x 2) + (Pilots and/or Personal Pilots) + Trunks + IVR Ports must be equal to or less than 256.
Note 8:
See the “NEAX2000 IVS
2
Business/Hotel/Data Features and Specifications” manual for this information
(reflects IVS
2
information only).
No. Item
Capacities
CallCenterWorX
ACD
CallCenterWorX
MIS
1 Tenants per System 9
Note 1
2 Splits per ACD Tenant
Note 2
Note 2
3 Splits per System 30 30
Note 1
4 Splits per Logon ID 16 4
5 Active ACD Agents per System 80
Note 3
&
Note 7
80
Note 3
6 Trunks per System 255
Note 7
255
7 Maximum Queue Depth 300 –
8 Priority Levels 1-250
Note 4
9 Maximum Calls in Queue per System 300 –
10 Transfer-to-PBX Numbers 120 –
11 Agent Logon ID Codes per System 300 300
12 Agent Logon ID Code Digits 9 9
13 Printers per System 1 1
14 Statistics Report History Limit –
38 days + 47 hrs
Note 5
15 MIS per System
Note 6 Note 6
16 Pilot Numbers 128
Note 7
–
17 Tally Code Names per Split – 100
18 Tally Code Names per System – 3000
19 Busy Hour Call Attempts (BHCA)
Note 8
–