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CallCenterWorX System
User Guide
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NEC CallCenterWorX System User Guide

NDA-24213
ISSUE 3
STOCK # 151947
CallCenter
WorX
System Manual
MARCH, 2000
NEC America, Inc.
LIABILITY DISCLAIMER
NEC America, Inc. reserves the right to change th e specif icatio ns, fun ctions, or featur es, at any time, without notice.
NEC America, Inc. has prepared this document for use b y its employees and customers. The information contained herein is the property of NEC America, Inc. and shall not be reproduced without prior written approval from NEC America, Inc.
NEAX, D
term
, CallCenterWorX, and QueWorX are registered trademarks of NEC Corporation. MS-DOS and Microsoft are registered trademarks of Microsoft Corporation. Microsoft Windows 95, Windows 98, and Windows NT are trademarks of Microsoft Corporation. 3Com is a registered trademark of 3Com Corporation. Adobe Acrobat Reader, PDF, and the Acrobat logo are a registered trademarks of Adobe Systems Incorporated. Spectrum is a registered trademark of Spectrum Corporation. Rainbow Sentinel Driver is a registered trademark of Rainbow Technologies, Inc.
Copyright 2000
NEC America, Inc.
Printed in the U.S.A
All other brand or product names are or may be trademarks or registered trademarks of, and are used to identify pro duct s or s ervices of, their respective owne rs.
NDA-24213
ISSUE 3
MARCH 2000
NEAX2000 IVS
CallCenter
TABLE OF CONTENTS
Overview
CHAPTER 1 CallCenterWorX Overview .................................................................................................. 3
1. General Description ...................................................................................................................... 3
2. CallCenter
3. CallCenter
4. System Capacities .................................................. ...... ....... ...... ....... ...... ....... ...... ....... .. ................ 6
5. Other Documentation .................................................................................................................... 7
ACD 2.0 Features and Enhancements .............................................................. 4
WorX
MIS 2.0 Features and Enhancements ............. ....... ...... ....... ...... ....... ...... ....... ..... 5
WorX
Installation and Configuration
CHAPTER 2 System Requirements .......................................................................................................11
WorX
System Manual
Page
1. Variations in Setup .......................................................................................................................11
2. ACD Computer (Client or Server) With and Without MIS ............................................................ 12
3. ACD Computer with MIS Using Remote MIS PC via TCP/IP ...................................................... 13
4. ACD Computer with MIS Using Remote MIS PC via RS-232 Serial Connection ........................ 14
5. Remote MIS PC Using TCP/IP ................................................................................................... 15
6. Remote MIS PC Using RS-232 ................................................................................................... 16
7. CallCenter
7.1 Multiple MIS PCs ................................................................................................................ 17
7.2 IP Connections ................................................................................................................... 17
8. Multi-tenant MIS Considerations—Split Numbering .................................................................... 18
CHAPTER 3 Connection Drawings ....................................................................................................... 19
1. Installing the PN-CC00 and the PN-AP01 ................................................................................... 19
1.1 Crossover Reverse Pin-out ................................................................................................ 19
2. Installing the PN-CC01 and the PN-AP01 ................................................................................... 20
3. PN-CC00 Connecting Through a Hub ......................................................................................... 21
3.1 Straight-Through Pin-out ....................................................................................................21
4. PN-CC01 Connecting Through a Hub ......................................................................................... 22
5. PN-CC00 Connection for ACD Computer to Remote MIS PC Serially ....................................... 23
6. PN-CC01 Connection for ACD Computer to Remote MIS PC Serially ....................................... 24
7. Connecting Wall Display Boards ................................................................................................. 25
MIS PC Support ................................. ....... ...... ....... ...... .................................... 17
WorX
CHAPTER 4 Programming the PBX and the Dterm ............................................................................. 27
1. AP01 Initialization ........................................................................................................................ 27
2. Programming the ACD Position Prime Line and My Line ........................................................... 28
NDA-24213 TABLE OF CONTENTS
Page i
Issue 3.0
TABLE OF CONTENTS (CONTINUED)
Page
3. Programming ACD/OAI Operation Codes ...................................................................................30
4. Programming Dterm Key Assignment .........................................................................................31
5. Programming ACD Group Announcements ................................................................................32
6. Sending of Returned Result and SMFN ......................................................................................34
7. Programming the Dterm Series E ACD Terminal ........................................................................35
7.1 Programming the Keys .......................................................................................................35
7.2 Service Conditions ..............................................................................................................36
8. Programming the Dterm Series III ACD Terminal ........................................................................37
8.1 Programming the Keys .......................................................................................................37
8.2 Service Conditions ..............................................................................................................38
CHAPTER 5 Configuration Procedures ................................................................................................39
1. Configuring the ACD Computers .................................................................................................41
1.1 ACD Computer (Client or Server) With or Without MIS ......................................................41
1.2 ACD Computer Setup for Use with Remote MIS PC via TCP/IP ........................................43
1.3 ACD Computer Setup for Use with Remote MIS PC via RS-232 .......................................45
2. Configuring the MIS PCs .............................................................................................................47
2.1 MIS PC Setup for Use via TCP/IP ......................................................................................47
2.2 MIS PC Setup for Use via RS-232 .....................................................................................49
CHAPTER 6 Installation ..........................................................................................................................51
1. Security Key Installation Instructions ...........................................................................................51
2. Installation Information Needed ...................................................................................................52
2.1 ACD Installation Option ......................................................................................................52
2.2 IP Address or Host Name ...................................................................................................52
2.3 Location of Installed Program .............................................................................................52
3. CallCenterWorX CD-ROM Installation Instructions .....................................................................53
3.1 Installation Setup ................................................................................................................53
3.2 MAT Client Installation Option ............................................................................................61
3.3 Server and MAT Client Installation Option ..........................................................................64
3.4 MIS Installation Option .......................................................................................................70
4. Starting CallCenterWorX ACD .....................................................................................................77
Menu Commands
CHAPTER 7 ACD Menu Commands ......................................................................................................81
1. File Menu .....................................................................................................................................82
2. Server Menu ................................................................................................................................82
3. View Menu ...................................................................................................................................83
4. Options Menu ..............................................................................................................................86
5. MAT Menu ...................................................................................................................................87
5.1 Menu Commands .......... ....... ...... ............................................. ....... ...... ....... ...... .................87
5.2 Data Screen Buttons ..........................................................................................................88
TABLE OF CONTENTS NDA-24213 Page ii Issue 3.0
TABLE OF CONTENTS (CONTINUED)
Page
5.2.1 How to Use the Buttons............................................................................................ 88
5.3 Information Choices ........................................................................................................... 89
5.4 Message Bars .................................................................................................................... 89
6. Report Menu ............................................................................................................................... 90
7. Window Menu ............................................................................................................................. 93
8. Help Menu ................................................................................................................................... 93
CHAPTER 8 MIS Menu Commands ....................................................................................................... 95
1. File Menu .................................................................................................................................... 95
2. Edit Menu .................................................................................................................................... 96
3. Administration Menu ................................................................................................................... 97
4. Configuration Menu ..................................................................................................................... 98
4.1 System Parameters ............................................................................................................ 99
4.2 Modifying Delay Intervals ............................................ ...... ....... ...... ....... ...... ....... ...... ....... ...99
4.3 Configuring Communication Type .................................................................................... 100
4.4 Agent Assignments .......................................................................................................... 102
4.5 Agent Group Assignments ............................................................................................... 104
4.6 Break Type Assignments ................................................................................................. 105
4.7 Pilot Assignment .............................................................................................................. 106
4.8 Position Assignments ....................................................................................................... 107
4.9 Split Assignments ............................................................................................................. 108
4.10 Tally Code Assignments ....................................................................................................110
4.11 System Name Assignment ................................................................................................111
4.12 Trunk Assignments ............................................................................................................112
4.13 Wallboard Message Sets ..................................................................................................113
4.14 Constructing Message Sets ..............................................................................................115
4.15 Scheduling Message Sets .................................................................................................116
4.16 View Database Limits ........................................................................................................117
5. Status Screens Menu .................................................................................................................118
5.1 Split Status ........................................................................................................................119
5.1.1 Daily Statistics........................................................................................................ 121
5.1.2 Hourly Statistics...................................................................................................... 122
5.1.3 Agent Summary Statistics ...................................................................................... 123
5.1.4 Agent Detail Statistics ............................................................................................ 124
5.1.5 Queue Statistics ..................................................................................................... 125
5.1.5.1 Standard and High Priority Queues .............................................................. 125
5.1.5.2 Agent Personal Queue.................................................................................. 126
5.2 System Status .................................................................................................................. 127
5.2.1 Daily Statistics........................................................................................................ 128
5.2.2 Hourly Statistics...................................................................................................... 129
5.2.3 Agent Summary Statistics ...................................................................................... 130
5.2.4 Split Detail Statistics............................................................................................... 131
5.2.5 System Queue Statistics........................................................................................ 132
NDA-24213 TABLE OF CONTENTS
Page iii
Issue 3.0
TABLE OF CONTENTS (CONTINUED)
Page
5.3 Modify Intervals ................................................................................................................134
6. Reports Menu ............................................................................................................................135
6.1 Agent Reports ...................................................................................................................136
6.1.1 Agent Summary Report ..........................................................................................137
6.1.2 Agent ACD Detail Report........................................................................................138
6.1.3 Agent PBX Detail Report ........................................................................................139
6.1.4 Agent Staffing Report..............................................................................................140
6.1.5 Agent Break Report ................................................................................................141
6.2 Agent Group Reports ........................................................................................................142
6.3 Split Reports .....................................................................................................................144
6.3.1 Split Summary Report.............................................................................................145
6.3.2 Split Traffic Report ..................................................................................................146
6.3.3 Split Profile Report..................................................................................................147
6.3.4 Split Staffing Report................................................................................................148
6.3.5 Split Break Report...................................................................................................150
6.3.6 Split Answer Delay Report......................................................................................151
6.3.7 Split Abandon Delay Report ...................................................................................152
6.4 Pilot Reports .....................................................................................................................153
6.5 Trunk Group Reports ........................................................................................................155
6.5.1 Trunk Group Call Volume Report............................................................................156
6.5.2 Trunk Group Answer Delay Report.........................................................................157
6.5.3 Trunk Group Abandon Delay Report ......................................................................158
6.5.4 Trunk Group Trunk Circuit Report......... ...... ...... ....... ...... ....... ...... ............................15 9
6.6 Tally Code Reports ...........................................................................................................160
6.6.1 Tally Code Summary Report by Split......................................................................161
6.6.2 Tally Code Summary Report by Pilot......................................................................162
6.7 Report Scheduler ..............................................................................................................163
7. View Menu .................................................................................................................................164
8. Help Menu .................................................................................................................................165
Procedures
CHAPTER 9 ACD Procedures ..............................................................................................................169
1. Method of Programming ............................................................................................................169
1.1 Entering Data ...................................................................................................................169
2. Order of programming ...............................................................................................................170
3. Tenant Data ...............................................................................................................................171
4. Split Data ...................................................................................................................................173
5. Logon Data ................................................................................................................................178
6. Position Data .............................................................................................................................182
7. Call Control Vectors ...................................................................................................................184
8. Pilot Data ...................................................................................................................................187
TABLE OF CONTENTS NDA-24213 Page iv Issue 3.0
TABLE OF CONTENTS (CONTINUED)
Page
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
NDA-24213 TABLE OF CONTENTS
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Issue 3.0
TABLE OF CONTENTS (CONTINUED)
Page
12.8.1 Line graph ..............................................................................................................239
12.8.2 Line Only graph ......................................................................................................239
12.8.3 Step graph ..............................................................................................................239
12.8.4 Step Line Only graph ................................. ............................................. ....... ...... ..239
12.8.5 Vertical Bar graph ..................................................................................................239
12.8.6 Horizontal Bar graph ..............................................................................................240
12.8.7 Extended Vertical Bar graph ..................................................................................240
12.8.8 Extended Horizontal Bar graph ..............................................................................240
12.8.9 Stacked Vertical Bar graph ....................................................................................240
12.8.10 Stacked Horizontal Bar graph ................................................................................241
12.8.11 Manhattan graph ....................................................................................................241
12.8.12 RoofTop graph .......................................................................................................241
12.8.13 Ribbon graph .........................................................................................................241
12.8.14 Pie graph ...............................................................................................................242
12.8.15 Isographic Pie graph ..............................................................................................242
12.8.16 Area graph .............................................................................................................242
12.8.17 Strata graph ...........................................................................................................242
12.8.18 Strata Vertical Bar graph ........................................................................................243
12.8.19 Strata Horizontal Bar graph ....................................................................................243
Reference
CHAPTER 11 CallCenterWorX Online Help ..........................................................................................247
1. Online Help Features .................................................................................................................247
2. Accessing the Online Help System ...........................................................................................247
3. Navigating the Help System ......................................................................................................248
3.1 Contents Tab ........... ...... ....... ...... ....... ...... ............................................. ....... ...... ....... ........248
3.2 Index Tab ..........................................................................................................................249
3.3 Find Tab ............................................................................................................................250
4. Printing Help Topics ...................................................................................................................251
4.1 Printing from the Contents, Index or Find Tabs ................................................................251
5. Tips ............................................................................................................................................251
CHAPTER 12 MIS Statistical Definitions and Methods .......................................................................253
CHAPTER 13 MIS Error Messages ........................................................................................................257
CHAPTER 14 Terms and Concepts .......................................................................................................263
TABLE OF CONTENTS NDA-24213 Page vi Issue 3.0
LIST OF FIGURES
Figure Title Page
Figure 3-1 PN-CC00 Connection through 10 Base T Transceiver ....................................................... 19
Figure 3-2 Crossover Reverse Pin-out ................................................................................................ 19
Figure 3-3 PN-CC01 Connection Straight to ACD Computer (Client or Server) .................................. 20
Figure 3-4 PN-CC00 Connecting Through a Hub ................................................................................ 21
Figure 3-5 Straight-Through Pin-out .................................................................................................... 21
Figure 3-6 PN-CC01 Connecting Through a Hub ................................................................................ 22
Figure 3-7 PN-CC00 with RS-232 Serial Connection .......................................................................... 23
Figure 3-8 PN-CC01 Connection for ACD Computer to Remote MIS PC Serially ............................... 24
Figure 3-9 PN-CC00 Connecting ACD Computer or MIS PC to Wall Boards ...................................... 25
Figure 3-10 PN-CC01 Connecting ACD Computer or MIS PC to Wall Boards ...................................... 26
Figure 3-11 Connection of RS-232 to COM Port ................................................................................... 26
Figure 4-1 Dterm Series E ACD Terminal .......................................................................................... .. 35
Figure 4-2 Dterm Series III ACD Terminal .......................................................................................... .. 37
Figure 5-1 Configuration Options ......................................................................................................... 39
Figure 5-2 ACD Computer (Client or Server) With or Without MIS ...................................................... 40
Figure 5-3 ACD Computer Setup for Use with Remote MIS PC via TCP/IP ........................................ 42
Figure 5-4 ACD Computer Setup for Use with Remote MIS PC via RS-232 ....................................... 44
Figure 5-5 MIS PC Setup for Use via TCP/IP ...................................................................................... 46
Figure 5-6 MIS PC Setup for Use via RS-232 ..................................................................................... 48
Figure 6-1 Security Key ....................................................................................................................... 51
Figure 6-2 Connecting the Security Key ............................................................................................ .. 52
Figure 6-3 Installation Introduction .............................................................................................. ....... .. 54
Figure 6-4 Contact NEC America ........................................................................................................ 54
Figure 6-5 Documentation ................................................................................................................... 55
Figure 6-6 Install Selection .................................................................................................................. 56
Figure 6-7 Welcome - ACD .................................................................................................................. 56
Figure 6-8 License Agreement - ACD .................................................................................................. 57
Figure 6-9 User Information - ACD ...................................................................................................... 58
Figure 6-10 Choose Destination Location - ACD ................................................................................... 59
Figure 6-11 Setup Type Selection - MAT Client ..................................................................................... 60
Figure 6-12 Select Program Folder - MAT Client ................................................................................... 61
Figure 6-13 Copying Files - MAT Client ................................................................................................. 62
Figure 6-14 Add Folder Icon - MAT Client ............................................................................................ .. 62
Figure 6-15 Setup FInish - MAT Client ................................................................................................... 63
Figure 6-16 Setup Type Selection - Server and MAT Client .................................................................. 64
Figure 6-17 IP Address Configuration - Server and MAT Client ............................................................ 65
Figure 6-18 Select Program Folder - Server and MAT Client ................................................................ 66
Figure 6-19 Copying Files - Server and MAT Client ............................................................................... 67
Figure 6-20 Add Folder Icon - Server and MAT Client ........................................................................... 68
NDA-24213 LIST OF FIGURES
Page vii
Issue 3.0
LIST OF FIGURES (CONTINUED)
Figure Title Page
Figure 6-21 Setup Finish - Server and MAT Client ................................................................................ 69
Figure 6-22 Welcome - MIS ................................................................................................................... 70
Figure 6-23 License Agreement - MIS ................................................................................................... 71
Figure 6-24 User Information - MIS ....................................................................................................... 72
Figure 6-25 Choose Destination Location - MIS .................................................................................... 73
Figure 6-26 Select Program Folder - MIS ............................................................................................ .. 74
Figure 6-27 Copying Files - MIS ............................................................................................................ 75
Figure 6-28 Setup Finish - MIS .............................................................................................................. 76
Figure 6-29 Starting CallCenterWorX ACD ........................................................................................... 77
Figure 6-30 CallCenterWorX ACD Console ........... ...... ............................................. ....... ...... ....... ...... .. 78
Figure 7-1 CallCenterWorX ACD Console Screen .............................................................................. 81
Figure 7-2 ACD Server Connection ..................................................................................................... 82
Figure 7-3 Server Name Dialog ........................................................................................................... 82
Figure 7-4 Console Screen .................................................................................................................. 83
Figure 7-5 Toolbars Options .............................................................................................................. .. 84
Figure 7-6 New Toolbar Window ......................................................................................................... 84
Figure 7-7 Data Entry Screen Background Colors .............................................................................. 86
Figure 7-8 MAT Toolbar Icons ........................................................................................................... .. 87
Figure 7-9 MAT Menu .......................................................................................................................... 87
Figure 7-10 Sample Data Entry Screen ................................................................................................. 88
Figure 7-11 Report Menu .............................................................................................................. ...... .. 90
Figure 7-12 Sample Data Entry and Data Report Screens ................................................................... 91
Figure 7-13 Sample Report Print Preview Screen ................................................................................. 92
Figure 8-1 File Menu ................................................................................................................... ...... .. 95
Figure 8-2 Edit Menu Commands ........................................................................................................ 96
Figure 8-3 Add Record and Delete Record Icons ................................................................................ 96
Figure 8-4 Graph View and Text View Icons ........................................................................................ 96
Figure 8-5 Refresh Report and Create Graph Icons ........................................................................... 96
Figure 8-6 Modify Graph and Zoom Out Icons .................................................................................... 96
Figure 8-7 Change Password Dialog ................................................................................................... 97
Figure 8-8 Disk Space Usage Screen ................................................................................................. 97
Figure 8-9 Configuration Menu Screen ............................................................................................... 98
Figure 8-10 Modify Delay Intervals Window .......................................................................................... 99
Figure 8-11 Change System Parameters Window – RS-232 .............................................................. 100
Figure 8-12 Change Systems Parameters Window – TCP/IP ............................................................. 101
Figure 8-13 Agent Assignment Window .............................................................................................. 102
Figure 8-14 Edit Add Record Selection ............................................................................................... 103
Figure 8-15 Add Agent Record Window .............................................................................................. 103
Figure 8-16 Agent Group Name Assignments Window ....................................................................... 104
Figure 8-17 Break Type Assignment Window ..................................................................................... 105
Figure 8-18 Pilot Assignment Screen .................................................................................................. 106
Figure 8-19 Position Assignment Window ........................................................................................... 107
LIST OF FIGURES NDA-24213 Page viii Issue 3.0
LIST OF FIGURES (CONTINUED)
Figure Title Page
Figure 8-20 Split Assignment Window ................................................................................................. 109
Figure 8-21 Tally Name Assignment Window ...................................................................................... 110
Figure 8-22 System Name Assignment Window .................................................................................. 111
Figure 8-23 Trunk Allocation Window .................................................................................................. 112
Figure 8-24 Select Wallboard Message Sets ....................................................................................... 114
Figure 8-25 Message Set Name Assignment Dialog ........................................................................... 114
Figure 8-26 Message Sets Assignment Screen ................................................................................... 115
Figure 8-27 Schedule Wallboard Message Sets .................................................................................. 116
Figure 8-28 Database Limits Screen ................................................................................................... 117
Figure 8-29 Status Screens Menu ....................................................................................................... 118
Figure 8-30 Split Status Screen Menu ................................................................................................. 119
Figure 8-31 All Split Statistics .............................................................................................................. 120
Figure 8-32 Split Daily Statistics - Graph Format ................................................................................. 121
Figure 8-33 Split Hourly Statistics - Graph Format .............................................................................. 122
Figure 8-34 Agent Summary Statistics - Text Format .......................................................................... 123
Figure 8-35 Agent Detail Statistics ....................................................................................................... 124
Figure 8-36 Queue Statistics Screen - Graph Format .......................................................................... 125
Figure 8-37 System Status Screen Menu ............................................................................................ 127
Figure 8-38 System Daily Statistics - Graph Format ............................................................................ 128
Figure 8-39 System Hourly Statistics - Text Format ............................................................................. 129
Figure 8-40 System Agent Summary Statistics - Graph Format .......................................................... 130
Figure 8-41 Split Detail Statistics Screen ............................................................................................. 131
Figure 8-42 System Queue Statistics Screen - Text Format ................................................................ 132
Figure 8-43 System Queue Statistics Screen - Graph Format ............................................................. 133
Figure 8-44 Modify Statistic Screen Update Intervals .......................................................................... 134
Figure 8-45 Reports Menu Screen ....................................................................................................... 135
Figure 8-46 Agent Reports Menu ......................................................................................................... 136
Figure 8-47 Agent Summary Report - All Agents ................................................................................. 137
Figure 8-48 Agent ACD Detail Report - Personal Queue ..................................................................... 138
Figure 8-49 Agent PBX Detail Report - Single Agent .......................................................................... 139
Figure 8-50 Agent Staffing Report - Single Agent ................................................................................ 140
Figure 8-51 Agent Break Report - All Agents ....................................................................................... 141
Figure 8-52 Agent Group Report ......................................................................................................... 142
Figure 8-53 Agent Group Summary Report Screen ............................................................................. 143
Figure 8-54 Split Reports Menu ........................................................................................................... 144
Figure 8-55 Split Summary Report ...................................................................................................... 145
Figure 8-56 Split Traffic Report ............................................................................................................ 146
Figure 8-57 Split Profile Report ............................................................................................................ 147
Figure 8-58 Split Staffing Report .......................................................................................................... 148
Figure 8-59 Split Staffing Report - Graph Format ................................................................................ 149
Figure 8-60 Split Break Report - Single Split ....................................................................................... 150
Figure 8-61 Split Answer Delay Report - Single Split ........................................................................... 151
NDA-24213 LIST OF FIGURES
Page ix
Issue 3.0
LIST OF FIGURES (CONTINUED)
Figure Title Page
Figure 8-62 Split Abandon Delay Report ............................................................................................. 152
Figure 8-63 Pilot Report Menu ............................................................................................................ 153
Figure 8-64 Pilot Summary Report ...................................................................................................... 154
Figure 8-65 Trunk Group Report Menu ............................................................................................... 155
Figure 8-66 Trunk Group Call Volume Report - All Groups ................................................................. 156
Figure 8-67 Trunk Group Answer Delay Report .................................................................................. 157
Figure 8-68 Trunk Group Abandon Delay Report ................................................................................ 158
Figure 8-69 Trunk Group Trunk Circuit Report - All Groups ................................................................ 159
Figure 8-70 Tally Code Reports Menu ................................................................................................. 160
Figure 8-71 Tally Code Summary - Split .............................................................................................. 161
Figure 8-72 Tally Code Summary - Pilot .............................................................................................. 162
Figure 8-73 Report Scheduler Screen ................................................................................................. 163
Figure 8-74 View Menu Commands .................................................................................................... 164
Figure 8-75 Toolbar Icons .................................................................................................................... 164
Figure 8-76 Help Menu Commands .................................................................................................... 165
Figure 9-1 MAT Command Toolbar Icons .......................................................................................... 169
Figure 9-2 MAT Menu and Keyboard Commands ............................................................................. 169
Figure 9-3 Tenant Data Screen ......................................................................................................... 171
Figure 9-4 Split Data Screen ............................................................................................................. 173
Figure 9-5 Agent Logon Data Screen ................................................................................................ 178
Figure 9-6 Position Data Screen ....................................................................................................... 182
Figure 9-7 Call Control Vectors Screen ............................................................................................. 184
Figure 9-8 CCV Action Choices ......................................................................................................... 186
Figure 9-9 Pilot Data Screen ............................................................................................................. 187
Figure 9-10 Trunk Group Data Screen ................................................................................................ 189
Figure 9-11 Trunk Group–Second Number Pad of Four ..................................................................... 190
Figure 9-12 IVR Data Screen .............................................................................................................. 191
Figure 9-13 Week Schedules Screen .................................................................................................. 192
Figure 9-14 Holiday Schedules Screen ............................................................................................... 194
Figure 9-15 Holiday Calendar Screen ................................................................................................. 196
Figure 9-16 Schedule Number Menu .................................................................................................. 197
Figure 9-17 System Data Screen - User Settings ............................................................................... 198
Figure 9-18 System Data Screen - Time Out Settings ........................................................................ 202
Figure 9-19 Communication Data Screen ........................................................................................... 203
Figure 9-20 Backup Database Screen ................................................................................................ 205
Figure 9-21 Select Directory - Backup ................................................................................................. 206
Figure 9-22 Select File - Backup ......................................................................................................... 206
Figure 9-23 Trace Settings Screen ...................................................................................................... 208
Figure 10-1 Start CallCenterWorX MIS–Setup .................................................................................... 209
Figure 10-2 CallCenterWorX MIS–Setup Window ............................................................................... 210
Figure 10-3 Change System Parameters Window–RS-232 ................................................................ 210
Figure 10-4 Change Systems Parameters Window–TCP/IP ............................................................... 21 1
LIST OF FIGURES NDA-24213 Page x Issue 3.0
LIST OF FIGURES (CONTINUED)
Figure Title Page
Figure 10-5 Select Tenants Window .................................................................................................... 212
Figure 10-6 Add Agent Record Window .............................................................................................. 216
Figure 10-7 Delete Agent Record Window .......................................................................................... 217
Figure 10-8 Pilot Assignment Window ................................................................................................. 219
Figure 10-9 Position Assignment Window ........................................................................................... 220
Figure 10-10 Tally Name Assignment Window ...................................................................................... 221
Figure 10-11 System Name Assignment Window .................................................................................. 222
Figure 10-12 Trunk Allocation Window .................................................................................................. 223
Figure 10-13 Create Wallboard Message Set ........................................................................................ 224
Figure 10-14 Wallboard Message Set Window ...................................................................................... 225
Figure 10-15 Schedule Wallboard Message Sets .................................................................................. 227
Figure 10-16 Major Report Categories .................................................................................................. 228
Figure 10-17 Minor Report Categories .................................................................................................. 229
Figure 10-18 Agent Report Window ....................................................................................................... 230
Figure 10-19 Calendar Drop Down Menu .............................................................................................. 231
Figure 10-20 Specifying Report Parameters .......................................................................................... 232
Figure 10-21 Report Layout Grid ........................................................................................................... 233
Figure 10-22 Report Scheduler Window ................................................................................................ 234
Figure 10-23 Add a Report Window ....................................................................................................... 235
Figure 10-24 Report Duration Window .................................................................................................. 235
Figure 10-25 Report Output Time Window ............................................................................................ 236
Figure 10-26 Completed Report Output Schedule ................................................................................. 236
Figure 10-27 Choose Graph Style Window ........................................................................................... 238
Figure 11-1 Help Topics Window - Contents Tab ................................................................................. 248
Figure 11-2 Content Tab Bullets .......................................................................................................... 248
Figure 11-3 Help Topics Window - Index Tab ...................................................................................... 249
Figure 11-4 Help Topics Window - Find Tab ........................................................................................ 250
Figure 11-5 Print Dialog Box ................................................................................................................ 251
NDA-24213 LIST OF FIGURES
Page xi
Issue 3.0
LIST OF TABLES
Table Title Page
Table 1-1 System Capacities ........................................................................................................ ...... ..... 6
Table 1-2 Related Documentation Available from NEC .......................................................................... 7
Table 2-1 System Requirements for ACD Computer With and Without MIS ......................................... 12
Table 2-2 System Requirements for ACD Computer Using Remote MIS PC via TCP/IP...................... 13
Table 2-3 System Requirements for ACD Computer Using Remote MIS PC via RS-232 ..................... 14
Table 2-4 System Requirements for Remote MIS PC via TCP/IP ......................................................... 15
Table 2-5 System Requirements for Remote MIS PC via Serial RS-232............................................... 16
Table 2-6 Single MIS Application Split Number Usage.......................................................................... 18
Table 10-1 Wallboard Types .................................................................................................................. 226
LIST OF TABLES NDA-24213 Page xii Issue 3.0
Overview
Chapter 1 CallCenterWorX Overview
Describes the functions of the application, the features and enhancements of its subsystems, the system capacities, and other documentation which may be helpful.
NDA-24213
Page 1
Issue 3.0
This page is for your notes.
Page 2 Issue 3.0
NDA-24213
CallCenterWorX Overview
General Description
CHAPTER 1 CallCenter

1. General Description

WorX
Overview
A call center often serves as the primary interface between customer and company. It is the new front line in business-to-busine ss and consumer transa ctions, a customer contac t center that must als o remain in contact with the entire organization. When agent and customer share a call, a number of vital dynamics are in play:
• Communication is taking place at its most fundamental level—voice.
• Two-way information is being shared that dictates a transaction outcome—data.
• The transaction experience is either pleasant or unpleasant.
• Money is either made or lost.
• Customer loyalty is developed or disrupted.
CallCenterWorX is a suite of h ardware and software solutions that are focused on cust omer care. It i ncludes tools for enhancing accurate call direction, for maximizing and measuring performance, and for efficiencies in time and cost—a call center that not only works hard for you, but responds quickly and efficiently to the customer.
The CallCenterWorX suite includes the Automatic Call Distribution (ACD) system and the Management Information System (MIS ), elements th at streamline call flow and work flow. CallCenterWorX gives you a flexible, adaptable tool to control both the structure and the operation of your call center.
The ACD system supplements the call processing capabilities of the NEAX2000 IVS. Typical call routing is designed to connect ea ch caller with the most appropriate ag ent to handle the ir call in the sh ortest time pos sible. Avoiding long wait times a nd getting the caller dir ect ly to someone who can deal with the ir re ques t c an have a substantial impact on customer satisfa ction. The ACD facilitates the handl ing of a l arge volume of calls with the smallest n umber of resources, while at the same tim e minimizing a caller’s wait for assistance.
When the ACD accepts a call, it can be configured to play a message to the caller and route the call in a pre-specif ied order to a queue of waiting calls for a particular split (group of agents). The queued call is then answered i n sequence by the next available agent in that split.
As each call progresses through the system, the ACD provides data to the MIS, which translates the call-handling data into meaningful statistics. The MIS system of CallCenterWorX uses these statistics to offer call center managers and supervisors access to important real-time and historical data. This data is used for maximizing agent productivity and assuring quality performance in handling incoming and outgoing call volume in the call center.
The MIS Status Screens (Real-Time Screens) provi de c olo r- coded, up-to-the-second vi ews of agent and queue activity. Statisti cs on the cal l volume, and on the ef fect ivenes s of the agent s handl ing thos e call s, are compu ted in real-time and are di splayed for the curr ent hour and day. These st atistics are also col lected in the MIS databa se and used to generat e reports in text or graphical form at, giving you the da ta you need to make informed decisio ns concerning the management of your call center.
NDA-24213 CHAPTER 1
Page 3
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
information and processing directly available from the desktop interface.
2. Uses a
GUI interface
3. Has the capacity to serve
4. Can support up to
to make commands and controls easily accessible to the user.
10, 20, 30, 40, 60, or 80 logged-in agents
nine tenants
.
.
5. Routes incoming calls using:
• A user-defined set of call handling instructions named
Schedules
• A system of
, and
Holiday Schedules
priorities and call overflows
.
designed to deliver calls rapidly and efficiently to the
Call Control Vectors
appropriate split or age nt.
6. Has
dockable Toolbars
build a
personal toolbar
7. Provides and
Help
8. Provides
Toolbar icons
context-sensitive Help
Data Entry screens
which can be drag ged to ot her locations on the working screen. The use r can also
of most frequently used icons.
and
ToolTips
for all MAT commands, for opening report views, and for
.
with a choice of background color pattern for each screen.
• Data Entry screens can accept new data or revise previously entered data with
confirmation
of the action. These screens list operational data in
drop-down menus
architecture, making
(CCVs),
immediate
Week
online
.
• 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 the report to a pr inte r. A repo rt can be s aved t o a to a
Microsoft Access
9. Has a
optional Workbook area
Print Preview
database.
showing a tab for each open screen with t he MAT command ic on fo r that
showing the report as it would be printed, and can send
data file
, saved to a
Microsoft Excel
file, or exported
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
11.
Supports 6 languages
D
12. Uses a
optional Status bar
term
position.
Trace Client
to view ACD call processing on screen. CCV programming diagnostics let you
which reflects the state of the active screen.
(English, Japanese, F rench, German, Itali an and Spa nish) fo r dis play to the agent ’s
monitor the call flow in real-time to design or re-engineer your installation.
CHAPTER 1 NDA-24213 Page 4 Issue 3.0

3. CallCenterWorX MIS 2.0 Features and Enhancements

The CallCenterWorX MIS 2.0:
CallCenterWorX Overview
CallCenterWorX MIS 2.0 Features and Enhancements
1. Runs on the
2. Uses a
3. Provides a
4.
Monitors the performance
Windows NT 4.0 Workstation, Windows 95, and Windows 98
GUI interface
dockable Toolbar
to make commands and controls easily accessible to the user.
with
ToolTips
to speed and simplify operation.
of the call cente r to mai ntain e ffic iency and de te rmine the opti mum nu mber of
operating systems.
agents and trunks to provide the best service at the lowest cost, using:
•
Real-time status screens
•
Current and historical reports
• The capacity for
additional MIS PCs
can be operated on a
5. Analyzes statistical data received from the ACD and
displaying ongoing activity.
for analysis of traffic and agent productivity.
to be added on a remote basis. Th ese additional MIS appl ications
TCP/IP
-based system or via an
RS-232
stores historical data
connection.
for 38 days plus 47 hours.
• Data accumulated during each hour is summarized and stored on the hard drive, then used to prepare
reports or graphs
6. Displays real-time activity screens showing
detailing the activity of the call center for a day, a week, or a month.
up-to-the-second caller activity and agent activity
call center in report or graph form.
• This data can be
printed on demand or by schedule
• Each report screen has a data can be refreshed to
modifiable grid layout
update
the report, and the
.
in which the data can be sorted alphabetically. The
printer setup
for the modified layout can be saved.
in the
• A text report can be saved into a
Bitmap or JPEG
• A
variety of reports
. A text report or graph can be copied and paste d int o
providing different data views are available for agents and agent groups, splits,
tab-delimited text file
. A graph view can be saved into a file as a
other Windows applications
trunk groups, pilots, and tally codes.
•
Multiple window views
can be open at the same time, letting the user view several real-time screens,
a few reports, and the system configuration concurrently.
7. Has a
status bar
at the bottom of the MIS window which displays the current date and time, and the
current Longest Waiting Call.
8. Offers a
wall board GUI
for wall message assignment and scheduling, providing the user with a selection of wall board types, message colors, real-time statistics, graphics, data scope, and display modes from drop-down lists.
9. Includes
online Help
10. Supports both the
and a
context-sensitive Help
English and Japanese languages
system.
for display to the user’s screen.
.
NDA-24213 CHAPTER 1
Page 5
Issue 3.0
CallCenterWorX Overview
System Capacities

4. System Capacities

No. Item
T a ble 1-1 System Capacities
CallCenterWorX
ACD
Capacities
CallCenterWorX
MIS
1 Tenants per System 9 2 Splits per ACD Tenant
Note 2
3 Splits per System 30 30
Note 1 Note 2
Note 1
4 Splits per Logon ID 16 4 5 Active ACD Agents per System 80
Note 3 & Note 7
6 Trunks per System 255
Note 7
80
Note 3
255 7 Maximum Queue Depth 300 – 8 Priority Levels 1-250
Note 4
9 Maximum C alls 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 – 15 MIS per System
Note 6 Note 6
16 Pilot Numbers 128
Note 7
38 days + 47 hrs
–
Note 5
17 Tally Code Names per Split – 100 18 Tally Code Names per System – 3000 19 Busy Hour Call Attempts (BHCA)
Note 1: Note 2: Note 3:
See Chapter 2, Heading 8, “
Multi-tenant MIS Considerations—Split Numbering
The total number of splits per system (30) is shared among the total number of tenants (up to 9). Agent positions available depend on the installed security key’s capacity for logged-on agents. The total
number of agents is sh ared among the total number of tenants (u p to 9). Security keys are available in the following capacities: 10, 20, 30, 40, 60, and 80.
Note 4: Note 5:
The MIS tracks Split queue calls as “High” and “Standard.” 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: Note 7:
See Chapter 2, Heading 7, “CallCenterWorX MIS PC Support.” 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:
CHAPTER 1 NDA-24213 Page 6 Issue 3.0
See the “NEAX2000 IVS2 Business/Hotel/Data Features and Specifications” manual for this information (reflects IVS
2
information only).
Note 8
–
.”
CallCenterWorX Overview
Other Documentation

5. Other Documentation

Other docum entation available from NEC may offer helpful inform ation for the specialized needs of your system.
Table 1-2 Related Documentation Available from NEC
Document Name Stock No.
CallCenterWorX ACD Features and Specifications Manual 151959 CallCenterWorX MIS Quick Reference Guide 151954 NEAX2000 IVS NEAX2000 IVS NEAX2000 IVS NEAX2000 IVS NEAX2000 IVS NEAX2000 IVS NEAX2000 IVS NEAX2000 IVS NEAX2000 IVS
2
Business/Hotel/Data Features and Specifications 152007
2
Command Manual (shar ed binder)
2
Maintenance Manual (shared binder)
2
OAI System Manual 151991
2
Feature Programming Manual 151971
2
Wireless Communication System Manual 151989
2
Remote PIM System Manual 151973
2
Installation Procedure Manual 151998
2
Office Data Programming Manual 152001
151969
QueWorX Application Manual 0223634 Navigator Reports Manual 241680 Navigator Configuration Guide 241681 Navigator Real-Time Screen Manual 241682
NDA-24213 CHAPTER 1
Page 7
Issue 3.0
CallCenterWorX Overview
Other Documentation
This page is for your notes.
CHAPTER 1 NDA-24213 Page 8 Issue 3.0
Installation and Configuration
Chapter 2 System Requirements
Lists hardware, software, and information requirements for the most common configurations.
Chapter 3 Connection Drawings
Contains drawings and instructions for connecting the PBX to the computer(s) in several configurations.
Chapter 4 Programming the PBX and the D
Includes the assign ment commands for the NEAX2000 IVS and the D
term
term
Series E and Series III ACD
terminals which enable them to use CallCenterWorX.
Chapter 5 Installing and Configuring the ACD Computer and the Remote MIS PC
Provides procedures for the basic installation and configuration of the computers used for CallCenterWorX.
Chapter 6 Installation of CallCenterWorX
Provides procedures for installing the CallCenterWorX program.
NDA-24213
Page 9
Issue 3.0
This page is for your notes.
Page 10 Issue 3.0
NDA-24213
System Requirements
Variations in Setup

CHAPTER 2 System Requirements

1. Variations in Setup

The CallCenterWorX ACD Client/Server architecture allows one or more Maintenance Administration Terminal (MAT) computers to program and monitor the ACD system. The ACD computer can then provide call-handling data to an MIS application (which is not a Client) for translation into meaningful statistics and reports. The MI S ap plic at io n c an be lo ad ed a s p ar t of th e c o mpl et e CallCenterWorX suite, or used alone on one or more remote MIS PCs. Each MIS application maintains an independent database. See this chapter, Heading 7, “CallCenterWorX MIS PC Support.”
The installation CD-ROM contains
three main installation options
, which are:
1. CallCenterWorX suite, consisting of CallCenterWorX ACD, with the option to instal l the Se rver an d MAT
Client or only the MAT Client, plus CallCenterWorX MIS.
2. CallCenterWorX ACD, with the option to install the Server and MAT Client or only the MAT Client.
3. CallCenterWorX MIS.
The
CallCenterWorX suite (including MIS) installation
, choosing the ACD Server a nd MAT Client, requires the CCWX Version 2 Security Key and Sentinel drivers (drivers are automatically installed with Server installation procedure).
The
CallCenterWorX ACD Server and MAT Client installation
requires Microsoft Windows NT 4.0 with Service Pack 5, a CCWX Version 2 Security Key, and Sentinel drivers (drivers are automatically installed with Server installation procedure).
The
CallCenterWorX ACD MAT Client installation
will run alone on Micros oft Windows NT 4.0 with Service Pack 5, Windows 98, or Windows 95 with OSR 2.5 4.00.1111 for Year 2000 compliance . It doe s not requ ir e a Security Key or Sentinel drivers.
• The complete suite (including MIS) installation using the MAT Client requires an MIS Security Key and
Sentinel drivers (drive rs are automatically installed with MIS i nstallation p rocedure).
The
CallCenterWorX MIS installation
will run alone on Microsoft Windows NT 4.0 with Service Pack 5, Windows 98, or Windows 95 with OSR 2.5 4.00.1111 for Year 2000 compliance. It requires an MIS Security Key, and Se ntinel driver s (drivers are automatically installed with MIS installation proce dure).
NEC Global Navigator 3.03 or higher is also compatible with CallCenterWorX ACD. See this chapter, Heading 7, “CallCenterWorX MIS PC Support,” and Heading 8, “Multi-tena nt MIS Considerations—Split
Numbering,” for further information
NDA-24213 CHAPTER 2
Page 11
Issue 3.0
System Requirements
ACD Computer (Client or Server) With and Without MIS

2. ACD Computer (Client or Server) With and Without MIS

The following hard ware, so ftware , and i nfo rmation are r equir ed to i nstal l the Cal lCente rWorX ACD computer using TCP/IP.
Table 2-1 System Requirements for ACD Computer With and Without MIS
Minimum Requirements
Computer
Pentium 266 Mhz processor or higher 64 MB RAM or more 30 MB available hard-disk space or more 15” or larger SVGA monitor
Note 1
1 floppy-disk drive or other data storage device 4X CD-ROM drive 1 parallel port for connection of Security Key MS-compatible mouse Network card (such as 3Com Etherlink III)
Computer Hardware
CallCenterWorX Version 2 Security Key
Note 2
Software
NEAX2000 IVS Series 1700 software or higher (1900 or higher for INFOLINK) Microsoft Windows NT 4.0 with NT Service Pack 5 or higher
Note 3
CallCenterWorX CD-ROM installation disk
Information
IP address information for PBX
PBX Hardware
NEAX2000 IVS PBX Circuit board PN-CC00 or PN-CC01 Circuit board PN-AP01 Circuit board PN-2DATA (optional card for announcements) 48-TW-0.3 Connecting Cable CC00 Ethernet Cable
Note 4
10 Base T Twisted 2P Cable of correct length 10 Base T Transceiver
Note 4
Note 1: Note 2:
Must have video card and driver to support 1024 x 768 resolution CallCenterWorX Version 1 Security Key will not be compatible with this version of the application.
CallCenterWorX ACD MAT Client without Server does not require a Security Key unless installed with MIS, which will require an MIS Security Key.
Note 3:
CallCenterWorX ACD MAT Client without Server can also use Microsoft Windows 95 or Windows 98. Windows 95 OSR 2.5 4.00.1111 is required for Year 2000 compliance.
Note 4:
CHAPTER 2 NDA-24213 Page 12 Issue 3.0
Not required when using PN-CC01
.
System Requirements
ACD Computer with MIS Using Remote MIS PC via TCP/IP

3. ACD Computer with MIS Using Remote MIS PC via TCP/IP

The following hardware, software, and information are required to install the CallCenterWorX ACD computer communica ting with a remote MIS PC via TCP/IP.
Table 2-2 System Requirements for ACD Computer Using Remote MIS PC via TCP/IP
Minimum Requirements
Computer
Pentium 266 Mhz processor or higher 64 MB RAM or more 30 MB available hard-disk space or more 15” or larger SVGA monitor
Note 1
1 floppy-disk drive or other data storage device 4X CD-ROM drive 1 parallel port for connection of Security Key MS-compatible mouse Network card (such as 3Com Etherlink III)
Computer Hardware
CallCenterWorX Version 2 Security Key
Note 2
Software
NEAX2000 IVS Series 1700 software or higher (1900 or higher for INFOLINK) Microsoft Windows NT 4.0 with NT Service Pack 5 or higher
Note 3
CallCenterWorX CD-ROM installation disk
Information
IP address information and host name information for PBX and all PCs
PBX Hardware
NEAX2000 IVS PBX Circuit boa rd PN-CC00 or PN-CC01 Circuit boa rd PN-AP01 Circuit board PN-2DATA (optional card for announcements) 48-TW-0.3 Connecting Cable CC00 Ethernet Cable
Note 4
10 Base T Twisted 2P Cables of correct lengths 10 Base T Transceiver
Note 4
10 Base T Hub
Note 1: Note 2:
Note 3:
Note 4:
Must have video card and driver to support 1024 x 768 resolution. CallCenterWorX Version 1 Security Key will not be compatible with this version of the application.
CallCenterWorX ACD MAT Client without Server does not require a Security Key unless installed with MIS, which will require an MIS Security Key.
CallCenterWorX ACD MAT Client without Server can also use Microsoft Windows 95 or Windows 98. Windows 95 OSR 2.5 4.00.1111 is required for Year 2000 compliance.
Not required when using PN-CC01.
NDA-24213 CHAPTER 2
Page 13
Issue 3.0
System Requirements
ACD Computer with MIS Using Remote MIS PC via RS-232 Serial Connection

4. ACD Computer with MIS Using Remote MIS PC via RS-232 Serial Connection

The following hardware , soft war e, an d inf orm a ti on ar e re qui red to install the CallCenter WorX ACD computer communicating with a remote MIS PC via an RS-232 serial connection.
Table 2-3 System Requirements for ACD Computer Using Remote MIS PC via RS-232
Minimum Requirements
Computer
Pentium 266 Mhz processor or higher 64 MB RAM or more 30 MB available hard-disk space or more 15” or larger SVGA monitor
Note 1
1 floppy-disk drive or other data storage device 4X CD-ROM drive 1 parallel port for connection of Security Key MS-compatible mouse Network card (such as 3Com Etherlink III)
Computer Hardware
CallCenterWorX Version 2 Security Key
Note 2
Software
NEAX2000 IVS Series 1700 software or higher (1900 or higher for INFOLINK) Microsoft Windows NT 4.0 with Service Pack 5 or higher
Note 3
CallCenterWorX software CD-ROM
Information
IP address information for PBX
PBX Hardware
NEAX2000 IVS PBX Circuit board PN-CC00 or PN-CC01 Circuit board PN-AP01 Circuit board PN-2DATA (optional card for announcements) 48-TW-0.3 Connecting Cable CC00 Ethernet Cable 10 Base T Transceiver
Note 4
Note 4
10 Base T Twisted 2P Cable of correct length
Serial Hardware
RS-232 cabling to run from COM Port to remote MIS PC
Note 1: Note 2:
Must have video card and driver to support 1024 x 768 resolution. CallCenterWorX Version 1 Security Key will not be compatible with this version of the application.
CallCenterWorX ACD MAT Client without Server does not require a Security Key unless installed with MIS, which will require an MIS Security Key.
Note 3:
CallCenterWorX ACD MAT Client without Server can also use Microsoft Windows 95 or Windows 98. Windows 95 OSR 2.5 4.00.1111 is required for Year 2000 compliance.
Note 4:
CHAPTER 2 NDA-24213 Page 14 Issue 3.0
Not required when using PN-CC01.
System Requirements
Remote MIS PC Using TCP/IP

5. Remote MIS PC Using TCP/IP

The following hardware, software, and information are required to install a CallCenterWorX remote MIS PC using TCP/IP.
T a ble 2-4 System Requirements for Remote MIS PC via TCP/IP
Minimum Requirements
Computer
Pentium 266 Mhz processor or higher 64 MB RAM or more 30 MB available hard-disk space or more 15” or larger SVGA monitor
Note 1
1 floppy-disk drive or other data storage device 4X CD-ROM drive 1 parallel port for connection of Security Key MS-compatible mouse Network card (such as 3Com Etherlink III)
Computer Hardware
MIS Security Key
Note 1: Note 2:
Software
Microsoft Windows NT 4.0 with Service Pack 4, or Windows 95, or Win dows 98
Note 2
CallCenterWorX software CD-ROM
Information
IP addresses and host name information for PBX and ACD and remote MIS PCs
Hardware
ACD computer connected to PBX via TCP/IP 10 Base T Twisted 2P Cable of correct length
Must have video card and driver to support 1024 x 768 resolution. Windows 95 OSR 2.5 4.00.1111 is required for Year 2000 compliance.
NDA-24213 CHAPTER 2
Page 15
Issue 3.0
System Requirements
Remote MIS PC Using RS-232

6. Remote MIS PC Using RS-232

The following hardware, software, and information are required to install a CallCenterWorX remote MIS PC using serial RS-232 connection.
Table 2-5 System Requirements for Remote MIS PC via Serial RS-232
Minimum Requirements
Computer
Pentium 266 Mhz processor or higher 64 MB RAM or more 30 MB available hard-disk space or more 15” or larger SVGA monitor
Note 1
1 floppy-disk drive or other data storage device 4X CD-ROM drive 1 parallel port for connection of Security Key MS-compatible mouse
Computer Hardware
MIS Security Key
Note 1: Note 2:
Software
Microsoft Windows NT 4.0 with Service Pack 5 or higher, or Windows 95, or Windows 98
Note 2
CallCenterWorX software CD-ROM
Hardware
ACD computer connected to PBX RS-232 Cable to run from ACD computer COM Port to remote MIS PC COM
Port
Must have video card and driver to support 1024 x 768 resolution. Windows 95 OSR 2.5 4.00.1111 is required for Year 2000 compliance.
CHAPTER 2 NDA-24213 Page 16 Issue 3.0
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