NEC NEAX 2400 User manual

NDA-30141
ISSUE 1
STOCK # 200893
CallCenterWorX-EnterpriseIMX MAT
Quick Reference Guide
MAY, 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 the exclusive use
of 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, 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.

NDA-30141 Revision 1 Page i
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

Page ii NDA-30141 Revision 1
CONTENTS CallCenterWorX-Enterprise IMX MAT Quick Reference Guide
This Page Left Blank.

NDA-30141 Revision 1 Page iii
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 Installation Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7
2-4 User Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8
2-5 Select Components. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9
2-6 Select Program 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 Sample Report Print Preview Screen . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30

Page iv NDA-30141 Revision 1
FIGURES CallCenterWorX-Enterprise IMX MAT Quick Reference Guide
This Page Left Blank.

NDA-30141 Revision 1 Page 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
information is located in the online Help system, not this Quick Reference Guide.
If you need instructions for performing a procedure, which is not explained in this
document, you should refer to the CallCenterWorX-Enterprise IMX MAT online
Help system. Refer to Using Online Help in this manual for instructions on how to
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.
Chapter 2 - Getting Started
This chapter outlines hardware requirements and installation procedures.
Chapter 3 - Using Online Help
This chapter describe the purpose and use of the CallCenterWorX-Enterprise IMX
MAT online Help system.
Chapter 4 - IMX MAT Menu Commands
This chapter gives a detailed overview of the CallCenterWorX-Enterprise IMX
MAT application and its functions and features, including screen format and menu
descriptions.
Using This Guide
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 instructions for the installation procedures you need to perform.
Note: The screens and procedures shown in this guide represent 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.

Page 2 NDA-30141 Revision 1
About This Manual CallCenterWorX-Enterprise IMX MAT Quick Reference Guide
General
Conventions This guide uses the following type conventions:
This guide uses the following conventions for menus and shortcuts:
Item Typeface or
Convention Example
Book titles Italics The CallCenterWorX-
Enterprise IMX MAT
User input, variables Boldface Enter password at the
prompt.
Menu names, Window titles,
field names Capitalized OPTIONS MENU, LINE
STATUS WINDOW, USER ID
FIELD
Any screen output generated
by the The CallCenterWorX-
Enterprise IMX MAT
application
Monospace 1]UccQWUdXQdQ``UQbc
Y^Q`_`e`gY^T_g_bdXU
cdQdecQbUQ_VdXU
cSbUU^.
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

NDA-30141 Revision 1 Page 3
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
administrationterminal)applicationisawindows-based,user-friendlytoolthatcan
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 easy 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 Call 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 modify the way the
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 workstation on the network. When the CallCenterWorX-
Enterprise IMX MAT application is running, it attaches to the IMX 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.OnceconnectionisestablishedtothePBX, changestothedatabasecan
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 points to the appropriate icon, and
clickson itto go into a certain programmingentity. Pilot numbers, splits, login IDs,
and call control vectors are among other things that can be accessed and changed
from this user interface.

NDA-30141 Revision 1 Page 4
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; required 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
CallCenterWorX-Enterprise IMX MAT Commands. CallCenterWorX-Enterprise
IMX MAT command will not work without the IMX MAT commands.

NDA-30141 Revision 1 Page 5
CallCenterWorX-Enterprise IMX MAT Quick Reference Guide Getting Started
Installing CallCenterWorX-Enterprise IMX MAT
The following procedures guide you through the installation of CallCenterWorX-
Enterprise IMX MAT application.The Setup program consists of a series ofdialog
boxes that supply default answers to questions regarding the installation of files 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-Enterprise 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 6
CallCenterWorX-Enterprise IMX MAT Quick Reference Guide Getting Started
2. Click Next. The Software License Agreement dialog box displays (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 7
CallCenterWorX-Enterprise IMX MAT Quick Reference Guide Getting Started
Figure 2-3 Installation Information
5. The User Information screen is displayed next (Figure 2-4 ). Verify the infor-
mation appearing in each field or enter in information where the fields are left
blank. Click Next.

NDA-30141 Revision 1 Page 8
CallCenterWorX-Enterprise IMX MAT Quick Reference Guide Getting Started
Figure 2-4 User Information
6. The Select Components screen displays (Figure 2-5 ). Those components with
a checkmark to the left will be installed. If there are certain components you do
not want installed, simply click in the checkbox to deselect that component.
Click Next to continue.

NDA-30141 Revision 1 Page 9
CallCenterWorX-Enterprise IMX MAT Quick Reference Guide Getting Started
Figure 2-5 Select Components
7. The Select Program Folder screen displays (Figure 2-6 ). You may select a fold-
er name from the existing folder list, or type a new name in the box. To accept
the Program Folder shown in the dialog box, click Next.

Page 10 NDA-30141 Revision 1
Getting Started CallCenterWorX-Enterprise IMX MAT Quick Reference Guide
Figure 2-6 Select Program Folder
8. Next, the progress of install file copying and the overall installation is shown on
the graphics indicators.
Figure 2-7 Copying Files

NDA-30141 Revision 1 Page 11
CallCenterWorX-Enterprise IMX MAT Quick Reference Guide Getting Started
9. When all files have been copied and installed, you will be returned to your win-
dows environment.
This completes the setup and installation for the CallCenterWorX-Enterprise IMX
MAT application.

Getting Started CallCenterWorX-Enterprise IMX MAT Quick Reference Guide
Page 12 NDA-30141 Revision 1
This Page Left Blank.

NDA-30141 Revision 1 Page 13
CallCenterWorX-Enterprise IMX MAT Quick Reference Guide Using Online Help
Chapter 3 Using Online Help
Online Help
Features The CallCenterWorX-Enterprise IMX MAT online Help system features include:
•Context-sensitive Help for every dialog, button, and field within the program.
•Step-by-step procedures assigning, displaying, updating, printing, and
removing CallCenterWorX-Enterprise IMX MAT data.
•Comprehensive glossary in each program.
•ACD functionality with respect to supported commands.
Accessing the
Online Help
System
There are several ways to use the online Help system within CallCenterWorX-
Enterprise IMX MAT. You can display and work inthe current dialog while a Help
window is open. You can also resize, move, tile, or cascade the online Help
window to make it easier to display and follow the Help procedures while working
in the CallCenterWorX-Enterprise IMX MAT application.
To access Help from within the CallCenterWorX-Enterprise IMX MAT
application, do one of the following:
•Select Help Topic from the Help Menu.
•Press F1 to display Help for the current CallCenterWorX-Enterprise IMX MAT
MAT dialog.
•Click on the Help button for help ona topic. Click the What’s This Help
button for context-sensitive help.

Page 14 NDA-30141 Revision 1
Using Online Help CallCenterWorX-Enterprise IMX MAT Quick Reference Guide
Navigating the
Help System CallCenterWorX-Enterprise IMX MAT Online Help is deployed using the
Microsoft HTML Help format. The help system will be viewed in a tri-pane
window.
•The left pane contains the Contents, Index, Search and Glossary tabs to
help users move around the system.
•The right pane contains the selected help topic.
•The top pane has navigational buttons to help the users move through the
help system.
Figure 3-1 Help Topics Window
Contents Tab
The Contents tab (Figure 3-1 )is intended to be used as an online Table ofContents.
•Double-clicking a Closed Book Bullet displays all the help topics contained
within the book.
•Double-clicking an Open Book Bullet closes the book and all of its help topics.
•Double-clicking a Help Topic Bullet displays the Help topic window for that
bullet
Index Tab
The Index tab (Figure 3-2) displays a multi-level list of topics and keywords or
phrases.