Specifications

TABLE OF CONTENTS (CONTINUED)
Page
NDA-24213 TABLE OF CONTENTS
Page v
Issue 3.0
9. Trunk Group Data ..................................................................................................................... 189
10. IVR Data ................................................................................................................................... 191
11. Week Schedules ....................................................................................................................... 192
12. Holiday Schedules .................................................................................................................... 194
13. Holiday Calendar ...................................................................................................................... 196
14. System Data ............................................................................................................................. 198
14.1 User Settings .................................................................................................................... 198
14.2 Time Out Settings ............................................................................................................. 202
15. Communication Data ................................................................................................................ 203
16. Backup Database ..................................................................................................................... 205
17. Trace Settings ........................................................................................................................... 208
CHAPTER 10 MIS Procedures ............................................................................................................... 209
1. CallCenterWorX MIS Initial Setup ............................................................................................. 209
2. Configuring the MIS .................................................................................................................. 214
2.1 ACD configuration data .................................................................................................... 214
2.2 Local configuration data ................................................................................................... 214
2.3 Assigned Names ..............................................................................................................214
3. Naming Entities ......................................................................................................................... 215
4. Agent Procedures ..................................................................................................................... 216
4.1 Adding an Agent ............................................................................................................... 216
4.2 Changing an Agent Name ................................................................................................ 217
4.3 Deleting an Agent ............................................................................................................. 217
5. Agent Group Name Assignment ...............................................................................................218
6. Pilot Assignment ....................................................................................................................... 219
7. Position Assignment .................................................................................................................. 220
8. Tally Code Assignment .............................................................................................................. 221
9. System Name Assignment ........................................................................................................ 222
10. Trunk Group Name Assignments .............................................................................................223
11. Wall Display Board Assignments .............................................................................................. 224
11.1 Assigning Message Sets .................................................................................................. 224
11.2 Scheduling Message Sets ................................................................................................ 227
12. Reports ..................................................................................................................................... 228
12.1 Major Categories .............................................................................................................. 228
12.2 Minor Categories .............................................................................................................. 229
12.3 Generating a Report ......................................................................................................... 230
12.3.1 Selecting the Subject.............................................................................................. 230
12.3.2 Formatting a Report ............................................................................................... 233
12.4 Scheduling and Printing a Report .................................................................................... 234
12.5 Weekend Suppression of Printing .................................................................................... 237
12.6 Generating a Graph from a Report .................................................................................. 238
12.7 Selecting a Type of Graph ................................................................................................ 238
12.8 Types of Graphs ............................................................................................................... 239