Specifications
CHAPTER 10 NDA-24213
Page 212
Issue 3.0
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. If a personal queue is configured there, the “ON”
setting here will allow reporting on Agent Personal Queue statistics.
(c)
System GOS Threshold
The Grade of Service specifies the percentage of calls answered within a specified amount of
time in relation to the total number of calls received. This setting determines the number of
seconds used in calculating the Grade of Service.
STEP 8: Click
OK
to save the new communication configuration and close the CallCenterWorX MIS–Setup
window.
STEP 9: If you selected
TCP/IP
in Step 4, enter the Host Name or
IP address in the
Host Name or IP Address
field. Your network administrator can tell you the Host Name to assign.
STEP 10: Press the
Configure button
to open the Select Tenants screen in Figure 10-5. The
Tenants to
Choose From
listing shows the range of tenant numbers (1–9) available to be used by CallCenter-
WorX ACD, but is not an indication that all of these numbers have actually been configured in the
ACD. See this chapter, Heading 9, “System Name Assignment,” for further information.
Figure 10-5 Select Tenants Window
STEP 11: Select a tenant number you wish to monitor and use the
Add button
to move it to the
Tenants
Selected
listing. The
Remove button
moves a selected number back to the Tenants to Choose From
listing. The number(s) on the Tenants Selected listing will appear in the Tenants box under the
Communication section on the Change System Parameters screen. See Chapter 2, Heading 8,
“Multi-tenant MIS Considerations—Split Numbering,” for detailed information concerning tenant
assignment in the MIS.
Note:
If one or more tenants are assigned under the TCP/IP configuration and none of these tenants exist in the
ACD, the MIS will fail to receive the download information and will not initialize.