NEC CallCenterWorX System User Guide

4 (1)

NDA-24213

ISSUE 3

STOCK # 151947

CallCenterWorX

System Manual

MARCH, 2000

NEC America, Inc.

LIABILITY DISCLAIMER

NEC America, Inc. reserves the right to change the specifications, functions, or features, at any time, without notice.

NEC America, Inc. has prepared this document for use by 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, Dterm, 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.

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 products or services of, their respective owners.

NDA-24213

ISSUE 3

MARCH 2000

NEAX2000 IVS

CallCenterWorX System Manual

TABLE OF CONTENTS

				Page
Overview
CHAPTER 1		CallCenterWorX Overview ..................................................................................................		3
1.	General Description ......................................................................................................................			3
2.	CallCenterWorX ACD 2.0 Features and Enhancements ..............................................................			4
3.	CallCenterWorX MIS 2.0 Features and Enhancements ................................................................			5
4.	System Capacities ........................................................................................................................			6
5.	Other Documentation ....................................................................................................................			7
Installation and Configuration
CHAPTER 2		System Requirements .......................................................................................................		11
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.	CallCenterWorX MIS PC Support ...............................................................................................			17
	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
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 ...........................................................................	159
	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.	CallCenter .............................................................................................WorX 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
				Page v
				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 ...............................................................		211
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.

NDA-24213

Page 2

Issue 3.0

CallCenterWorX Overview

General Description

CHAPTER 1 CallCenterWorX Overview

1.General Description

A call center often serves as the primary interface between customer and company. It is the new front line in business-to-business and consumer transactions, a customer contact center that must also 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 hardware and software solutions that are focused on customer care. It includes 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 that 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 each caller with the most appropriate agent to handle their call in the shortest time possible. Avoiding long wait times and getting the caller directly to someone who can deal with their request can have a substantial impact on customer satisfaction. The ACD facilitates the handling of a large volume of calls with the smallest number of resources, while at the same time 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-specified order to a queue of waiting calls for a particular split (group of agents). The queued call is then answered in 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) provide color-coded, up-to-the-second views of agent and queue activity. Statistics on the call volume, and on the effectiveness of the agents handling those calls, are computed in real-time and are displayed for the current hour and day. These statistics are also collected in the MIS database and used to generate reports in text or graphical format, giving you the data you need to make informed decisions 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 architecture, making information and processing directly available from the desktop interface.

2.Uses a GUI interface to make commands and controls easily accessible to the user.

3.Has the capacity to serve 10, 20, 30, 40, 60, or 80 logged-in agents.

4.Can support up to nine tenants.

5.Routes incoming calls using:

•A user-defined set of call handling instructions named Call Control Vectors (CCVs), Week Schedules, and Holiday Schedules.

•A system of priorities and call overflows designed to deliver calls rapidly and efficiently to the appropriate split or agent.

6.Has dockable Toolbars which can be dragged to other locations on the working screen. The user can also build a personal toolbar of most frequently used icons.

7.Provides Toolbar icons and ToolTips for all MAT commands, for opening report views, and for online Help and context-sensitive Help.

8.Provides Data Entry screens with a choice of background color pattern for each screen.

•Data Entry screens can accept new data or revise previously entered data with immediate confirmation of the action. These screens list operational data in drop-down menus.

•Each Data Entry screen can open to a report view showing the currently programmed data. The font style and size and the column headings in the report can be reset to suit your preference.

•The report view can open to a Print Preview showing the report as it would be printed, and can send the report to a printer. A report can be saved to a data file, saved to a Microsoft Excel file, or exported to a Microsoft Access database.

9.Has a optional Workbook area showing a tab for each open screen with the MAT command icon for that screen. A report icon displays on top of the command icon for those screens open to the report view.

•Multiple screens can be open simultaneously. A screen is made the active screen by selecting the appropriate Workbook tab.

10.Has an optional Status bar which reflects the state of the active screen.

11.Supports 6 languages (English, Japanese, French, German, Italian and Spanish) for display to the agent’s Dterm position.

12.Uses a Trace Client to view ACD call processing on screen. CCV programming diagnostics let you monitor the call flow in real-time to design or re-engineer your installation.

CHAPTER 1

NDA-24213

Page 4

Issue 3.0

CallCenterWorX Overview

CallCenterWorX MIS 2.0 Features and Enhancements

3.CallCenterWorX MIS 2.0 Features and Enhancements

The CallCenterWorX MIS 2.0:

1.Runs on the Windows NT 4.0 Workstation, Windows 95, and Windows 98 operating systems.

2.Uses a GUI interface to make commands and controls easily accessible to the user.

3.Provides a dockable Toolbar with ToolTips to speed and simplify operation.

4.Monitors the performance of the call center to maintain efficiency and determine the optimum number of agents and trunks to provide the best service at the lowest cost, using:

•Real-time status screens displaying ongoing activity.

•Current and historical reports for analysis of traffic and agent productivity.

•The capacity for additional MIS PCs to be added on a remote basis. These additional MIS applications can be operated on a TCP/IP-based system or via an RS-232 connection.

5.Analyzes statistical data received from the ACD and stores historical data 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 detailing the activity of the call center for a day, a week, or a month.

6.Displays real-time activity screens showing up-to-the-second caller activity and agent activity in the call center in report or graph form.

•This data can be printed on demand or by schedule.

•Each report screen has a modifiable grid layout in which the data can be sorted alphabetically. The data can be refreshed to update the report, and the printer setup for the modified layout can be saved.

•A text report can be saved into a tab-delimited text file. A graph view can be saved into a file as a Bitmap or JPEG. A text report or graph can be copied and pasted into other Windows applications.

•A variety of reports providing different data views are available for agents and agent groups, splits, 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 and a context-sensitive Help system.

10.Supports both the English and Japanese languages for display to the user’s screen.

NDA-24213 CHAPTER 1

Page 5

Issue 3.0

CallCenterWorX Overview

System Capacities

4. System Capacities

Table 1-1 System Capacities

		Capacities
No.	Item
No.	Item	CallCenterWorX	CallCenterWorX
		ACD	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	–

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 IVS2 Business/Hotel/Data Features and Specifications” manual for this information (reflects IVS2 information only).

CHAPTER 1

NDA-24213

Page 6

Issue 3.0

CallCenterWorX Overview

5. Other Documentation

Other documentation available from NEC may offer helpful information 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 IVS2 Business/Hotel/Data Features and Specifications			152007
NEAX2000 IVS2 Command Manual		(shared binder)	151969
NEAX2000 IVS2 Maintenance Manual		(shared binder)	151969
NEAX2000 IVS2 Maintenance Manual		(shared binder)
NEAX2000 IVS2 OAI System Manual			151991
NEAX2000 IVS2 Feature Programming Manual			151971
NEAX2000 IVS2	Wireless Communication System Manual		151989
NEAX2000 IVS2	Remote PIM System Manual		151973
NEAX2000 IVS2	Installation Procedure Manual		151998
NEAX2000 IVS2	Office Data Programming Manual		152001
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

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 MIS application can be loaded as part of the complete 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 install the Server and 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 and 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 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 does not require a Security Key or Sentinel drivers.

•The complete suite (including MIS) installation using the MAT Client requires an MIS Security Key and Sentinel drivers (drivers are automatically installed with MIS installation procedure).

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 Sentinel drivers (drivers are automatically installed with MIS installation procedure).

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-tenant 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 hardware, software, and information are required to install the CallCenterWorX 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: Must have video card and driver to support 1024 x 768 resolution

Note 2: 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: Not required when using PN-CC01.

CHAPTER 2

NDA-24213

Page 12

Issue 3.0

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 communicating 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 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 Cables of correct lengths

10 Base T Transceiver Note 4

10 Base T Hub

Note 1: Must have video card and driver to support 1024 x 768 resolution.

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: 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, software, and information are required to install the CallCenterWorX 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 Note 4

10 Base T Transceiver 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: Must have video card and driver to support 1024 x 768 resolution.

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: Not required when using PN-CC01.

CHAPTER 2

NDA-24213

Page 14

Issue 3.0

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.

Table 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

Software

Microsoft Windows NT 4.0 with Service Pack 4, or Windows 95, or Windows 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

Note 1: Must have video card and driver to support 1024 x 768 resolution.

Note 2: 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

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

Note 1: Must have video card and driver to support 1024 x 768 resolution.

Note 2: Windows 95 OSR 2.5 4.00.1111 is required for Year 2000 compliance.

CHAPTER 2

NDA-24213

Page 16

Issue 3.0

+ 254 hidden pages