NEC NEAX2400 Quick Reference Guide
NDA-30141
ISSUE 1
STOCK # 200893
®
CallCenterWorX-EnterpriseIMX MAT
Quick Reference Guide
MAY, 2000
NEC America, Inc.
LIABILITY DISCLAIMER
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functions, or features, at any time, without notice.
NEC America, Inc. has prepared this document for the exclusive use
of its employees and customer s. 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, and CallCenterWorX are registered trademarks of NEC
Corporation.
© 2000 NEC America, Inc.
Printed in the USA
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.
MS-DOS, Microsoft, Windows, and Windows NT are registered
trademarks of Microsoft Corporation. Microsoft Windows 95 and
Microsoft Windows 98 are trademarks of Microsoft Corporation.
CallCenterWorX-Enterprise IMX MAT Quick Reference Guide CONTENTS
TABLE OF CONTENTS
Page
Chapter 1 - About This Manual. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1
How This Guide is Organized . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1
Using This Guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1
General Conventions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2
Chapter 2 - Getting Started. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3
CallCenterWorX-Enterprise IMX MAT Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3
Requirements. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4
Server Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4
LAN Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4
Communications Port Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4
Installing CallCenterWorX-Enterprise IMX MAT . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5
Chapter 3 - Using Online Help . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13
Online Help Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13
Accessing the Online Help System . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13
Navigating the Help System. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14
Contents Tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14
Index Tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14
Search Tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15
Glossary Tab. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16
Printing Help Topics. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17
Printing from the Contents, Index or Find Tabs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17
Tips . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18
Chapter 4 - IMX MAT Menu Commands. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21
File Menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21
View Menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21
Options Menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24
MAT Menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25
Data Screen Buttons. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26
How to Use the Buttons . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26
Information Choices . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27
Message Bars. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27
Report Menu. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27
Window Menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31
Help Menu. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31
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CONTENTS CallCenterWorX-Enterprise IMX MAT Quick Reference Guide
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CallCenterWorX-Enterprise IMX MAT Quick Reference Guide FIGURES
LIST OF FIGURES
Figure Title Page
2-1 Welcome Dialog . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5
2-2 Software License Agreement . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6
2-3 Installatio n In formation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7
2-4 User Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8
2-5 Select Components. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
2-6 Select Progr am Folder . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10
2-7 Copying Files. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10
3-1 Help Topics Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14
3-2 Help Topics Window - Index Tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15
3-3 Help Topics Window - Search Tab . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16
3-4 Help Topics Window - Glossary Tab. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17
3-5 Print Dialog Box. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18
4-1 IMX ACD MAT Console Screen . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21
4-2 Console Screen. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22
4-3 Toolbar Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23
4-4 New Toolbar Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23
4-5 Data Entry Screen Background Colors . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24
4-6 MAT Menu. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25
4-7 MAT Toolbar Icons . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25
4-8 Sample Data Entry Screen . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26
4-9 Report Menu . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28
4-10 Sample Data Entry and Data Report Screens. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29
4-11 Samp le Re p or t P rint Preview Scr e e n . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30
NDA-30141 Revision 1 Page iii
FIGURES CallCenterWorX-Enterprise IMX MAT Quick Reference Guide
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Page iv NDA-30141 Revision 1
CallCenterWorX-Enterprise IMX MAT Quick Reference Guide About This Manual
Chapter 1 About This Manual
The CallCenterWorX-Enterprise IMX MAT Quick Reference Guide (“IMX ACD
MAT”) is designed to explain the basic capabilities of the CallCenterWorX-
Enterprise IMX MAT application and the online Help system. All procedural
informati on is located in the online Help system, not this Quick Reference Guide.
If you need instruct ions f or per formin g a p rocedure, whic h is not expla ined i n thi s
document, you should refer to the CallCenterWorX-Enterprise IMX MAT online
Help system. Refer to Us ing Online Help in th is manua l for i nstructi ons on how t o
access CallCenterWorX-Enterprise IMX MAT online Help.
How This Guide is Organized
Chapter 1 - About This Manual
This chapter outlines how to use the manual, including the actual manual
organization, and chapter layout.
Using This Guide
Chapter 2 - Ge tting Started
This chapter outlines hardware requirements and installation procedures.
Chapter 3 - U si n g Onl in e H e lp
This chapter describe th e purpose and us e of the CallCen terWorX-Enterprise IMX
MAT online Help system.
Chapter 4 - IMX MAT Menu Commands
This chapter gives a detailed overview of the CallCe nterWorX-Enterprise IMX
MAT application and its functions a nd features, including sc reen format a nd menu
descriptions.
This guide is designed to make the application easy to understand and simple to
use. In Chapter 2 - Getting Started, there are examples of the installation screens
you will see in the CallCenterWorX-Enterprise IMX MAT application installation,
with step-by-step inst ructi ons for t he insta llat ion proc edures you need to perf orm.
Note: The screens and pr ocedur es shown in this guide r epr esent the typical installation
of the CallCenterWorX-Enterprise IMX MAT. Remember that the
CallCenterWorX-Enterprise IMX MAT application can be customized for each
site, so the screens shown in this guide may not always reflect what appears on
your installing PC.
NDA-30141 Revision 1 Page 1
About This Manual CallCenterWorX-Enterprise IMX MAT Quick Reference Guide
General Conventions
This guide uses the following type conventions:
Item T ypeface or
Convention
Example
Book title s Italics The CallCenterWorX-
Enterprise IMX MAT
User input, variables Boldface Enter password at the
prompt.
Menu names, Window titles,
field name s
Any screen output generated
by the The CallCenterWorX-
Enterprise IMX MAT
application
Capitalized O
Monospace 1]UccQWUdXQdQ``UQbc
PTIONS MENU, LINE
TATUS WINDOW, USER ID
S
FIELD
Y^Q`_`e`gY^T_g_bdXU
cdQdecQbUQ_VdXU
cSbUU^
.
This guide uses the following conventions for menus and shortcuts:
Example Means
File > Workstation Choose the Workstation submenu on the
File menu.
CTRL+N Hold down the CTRL key while pressing
the “n” key
CTRL+Shift+N Hold down the CTRL key and the Shift
key while pressing the “n” key
Click
Right-click
Click the left mouse button
Click the right mouse button
Page 2 NDA-30141 Revision 1
CallCenterWorX-Enterprise IMX MAT Quick Reference Guide Getting Started
Chapter 2 Getting Started
CallCenterWorX-Enterprise IMX MAT Overview
The NEAX 2400 IMX CallCenterWorX-Enterprise IMX MAT (maintenance
administration termin al) application is a windows-base d, user-friendly tool that can
be used by any certified Call Center Manager, Supervisor, Administrator, or
Technician. This application facilitates programming the database entities for both
CallCenterWorX-Enterprise and Enterprise (I). This new Graphical User Interface
(GUI) makes administering the ACD eas y and simple. Adds, moves, and changes
to the database can be done quickly and easily from any workstation running the
application program.
The true benefit of this tool is that any Cal l Center Supervisor can login to the PBX
from any Windows workstation on the LAN/WAN and administer the ACD
database with an easy-to-use, user-friendly graphical interface. An online Help
system is also available with this tool to help navigate through the application.
The CallCenterWorX-Enterprise IMX MAT application can reside on any
Windows 95, 98, 2000, or NT workstation and will permit the administrators to
connect remotely to the ACD engine via the LAN and assign or mo dify the way t he
ACD and its entities (agents, splits, login IDs, call control vectors, etc.) are
programmed. The CallCenterWorX-Enterprise IMX MAT Commands can be
loaded onto any windows wo rkstation on the network. When t he CallCenterWorX-
Enterprise IMX MAT applica tion is r unning , it atta ches t o the I MX MAT program
which must also be installed and running on the same workstation. Both
applications connect to the switch via a TCP/IP LAN/WAN or serial RS-232
connection. Once conne ction is established to the PBX, changes to the d atabase can
be performed quickly by the Call Center administrator. For security purposes, a
password and login ID may be required at each workstation gaining access to the
database.
The user interface provides the administrator with a toolbar of icons that permit
access to each area of the ACD. The user simply p oints to the appro priate icon, and
clicks on it to go into a certain progra mming entity. Pilot numbers, spli ts, login IDs,
and call control vectors are among other things that can be accessed and changed
from this use r interface.
NDA-30141 Revision 1 Page 3
CallCenterWorX-Enterprise IMX MAT Quick Reference Guide Getting Started
Requirements In order for the IMX ACD MAT application to operate properly, your operating
environment must meet the following requirements.
Server Requirements
Minimum Configuration
• Microsoft
®
Windows 95, 98, 2000, or NT® Workstation 4.0 operating system
• Pentium 166 MHz processor
• 64 MB RAM
• 100 MB free hard drive space
• 800X600 monitor resolution
• CD-ROM drive (any OS supported device)
• Modem (any OS supported device; requ ired when IMX MAT is used for remote
dialup access).
LAN Requirements
Any 10 BASE-T Network Interface Card when IMX MAT is connected across
TCP/IP.
Communications Port Requirements
COM1-COM4 when IMX MAT is connected across serial RS-232C port.
Note: The IMX MAT Commands must also be installed at the same workstation as the
CallCenterWo rX-Enterprise IMX MAT Commands. CallCenterWorX-Enterprise
IMX MAT command will not work without the IMX MAT commands.
NDA-30141 Revision 1 Page 4
CallCenterWorX-Enterprise IMX MAT Quick Reference Guide Getting Started
Installing CallCenterWo rX-Enterprise IMX MAT
The following procedures guide you through the installation of CallCenterWorXEnterprise IMX MAT applica tion. The Setup progr am consists of a series of dialo g
boxes that supply defa ult answers to question s regardin g the ins tallati on of file s to
your hard disk.
Important: Be sure to close all Windows programs before beginning the application in-
stallation.
1 Insert the CallCenterWorX-Enterprise IMX MAT installation CD into the CD-
ROM drive to begin the Setup program. The autorun feature of
CallCenterWorX-Enterp rise IMX MAT application displays the introduction
window, followed by the Welcome dialog (Figure 2-1).
Figure 2-1 Welcome Dialog
NDA-30141 Revision 1 Page 5
CallCenterWorX-Enterprise IMX MAT Quick Reference Guide Getting Started
2. Click Next. The Software License Agreeme nt dialog box di splay s (Figure 2-2 ).
Figure 2-2 Software License Agreement
3. Read the software license agreement in the list box and click Yes to accept the
terms of the agreement and to continue with the installation.
4. The Installation Information screen displays (Figure 2-3 ). Click Next to con-
tinue.
NDA-30141 Revision 1 Page 6
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