User Guide Summary

The manual was written in by 3Com. The language is listed as follows: User Guide English. The manual is applied to the following two product models as follows: 3C10600A NBX V3000, WEBBNGNBX100COMSYS NBX 100. The manual was created in Portable Document Format, called as PDF manual. The PDF document file with the name of exchange_4.6_admin_guide.pdf has 143 pages with the file size of 1439390. The digital document is original with no watermarks.

User Guide Information

Brand:3Com
Category: Network
Model:3C10600A NBX V3000, WEBBNGNBX100COMSYS NBX 100
Type:User Guide
Language:English English Manual
File info:PDF / 1.4 Mb / 143 pages
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PDF File Information

Title: BETA 3Com eXchange Call Center Administration Guide 29-Mar-04
Author: Bonnie Jo Collins
Creator: Acrobat PDFMaker 7.0.7 for Word
Producer: Acrobat Distiller 7.0.5 (Windows)
CreationDate: Mon Oct 23 13:48:17 2006
ModDate: Mon Oct 23 13:48:41 2006
Tagged: no
Pages: 143
Encrypted: no
Page size: 612 x 792 pts (letter)
File size: 1439390 bytes
Optimized: yes
PDF version: 1.4

PDF Bookmark and List of Contents

  • About This Guide

    • Conventions
    • Related Documentation
      • Documentation Comments
    • Registration, Warranty, and Support Information
    • Disclaimer
  • Chapter 1: Overview of the 3Com eXchange Call Center

    • Engine Module
    • Admin Module
    • Visor Module
    • Agent Module
  • Chapter 2: eXchange Call Center Administration Overview

    • Starting 3Com eXchange Administration
    • The Administration Application Main Window
      • Menus on the Administration Application Menu Bar
        • The Entities Menu
        • The Tools Menu
        • The Sort Menu
        • The Window Menu
        • The Help Menu
        • The Quick Search Option
  • Chapter 3: Configuring the Entities

    • Defining a New Agent
      • To Add a New Agent to the Agents List:
    • Configuring Agents Details
      • To Open the Details Page:
        • To save the Changes That You Made to the Configuration:
        • To undo the Previous Change That You Made to the Configuration:
        • To open the Help Topic for the Agents Configuration Dialog Box:
    • Configuring Agents Groups
      • To Open the Groups Page:
        • To Assign a Group to the Selected Agent:
        • To Assign More Than One Group to the Selected Agent:
        • To Un-assign a Group from the Selected Agent:
        • To un-assign more than one group from the selected agent:
        • To Change the Order of the Groups:
        • To save the changes made to the configuration:
        • To undo the previous change that you made to the configuration:
        • To open the help topic for the agent's configuration:
    • Configuring the Agents COS
      • To Add a New Agent COS to the Agents COS List:
        • To Configure the Agents COS Details
        • To Configure the Agents COS Agents
        • To Assign an Agent to the Selected Agents COS:
        • To Assign More Than One Agent to the Selected Agents COS:
        • To Assign All Available Agents to the Selected Agents COS:
        • To Un-assign an Agent from the Selected Agents COS:
        • To Un-assign More Than One Agent from the Selected Agents COS:
        • To Un-assign All Agents from the Selected Agents COS:
        • To Change the Order of the Groups:
        • To save the changes that you made to the configuration:
        • To undo the previous change that you made to the configuration:
        • To open the help topic for the agent's configuration:
    • Configuring Groups
      • To Open the Groups Configuration Dialog Box:
    • Configuring Groups Details
      • Configuring the Groups Agents
        • To open the Agents Page:
        • To Assign an Agent to the Selected Group:
        • To Assign More Than One Agent to the Selected Group:
        • To Assign All Agents to the Selected Group:
        • To Un-assign an Agent from the Selected Group:
        • To Un-assign More Than One Agent from the Selected Group:
        • To Un-assign All Agents from the Selected Group:
        • To Change the Order of the Agents in the Group's Agents List:
        • To Sort the Available Groups Lists:
        • To save the changes that you made to the configuration:
        • To undo the previous change that you made to the configuration:
        • To open the help topic for the Agent's configuration:
      • Configuring Group's Thresholds
        • To Open the Threshold Page:
        • To save the changes that you made to the configuration:
        • To undo the previous change that you made to the configuration:
        • To open the help topic for the Group's Configuration:
    • Configuring Trunks
      • To Open the Trunks Configuration Dialog Box:
        • To Add a New Trunk Group to the List:
        • To Add a New Trunks to the List:
        • To Update an Existing Trunk or Trunk Group:
        • To Delete a Trunk group from the Trunk Groups List:
        • To Delete One or More Trunks from the Trunks List:
      • Configuring Trunks Details
        • To Configure a Trunk's Details:
        • To Configure a Trunk Group's Details:
        • To save the Configuration Changes:
        • To undo the Previous Change That You Made to the Trunk's Configuration:
        • To open the Help topic for the Trunk's Configuration:
      • Configuring Trunk Groups Trunks
        • To Open the Trunks Page:
        • To Un-assign (Remove) a Trunk from the Selected Trunk Group:
        • To Sort the Trunk Group's Trunks or Available Trunks Lists:
        • To save the Changes That You Made to the Configuration:
        • To undo the Previous Change That You Made to the Configuration:
        • To open the Help topic for the Trunk's Configuration:
      • Entering a New Trunk Group
        • To Open the Trunk Groups Configuration Dialog Box:
    • Configuring Super Groups
      • To Open the Super Groups Configuration Dialog Box:
      • Configuring Super Groups Details
        • To Open the Details Page:
        • To save Any Changes That You Made to the Configuration:
        • To undo the Previous Unsaved Change That You Made to the Configuration:
        • To open the Help Topic for the Super Group's Configuration:
      • Configuring Super Groups
        • To Open the Groups Page:
        • To Un-assign a Group from the Selected Super Group:
        • To Sort the Super Group's Groups or Available Groups Lists:
        • To save the Changes That You Made to the Configuration:
        • To undo the Previous Change That You Made to the Configuration:
        • To open the Help Topic for the Super Group's Configuration:
    • Configuring Supervisors
      • To Open the Supervisors Configuration Dialog Box:
      • Configuring Supervisors Details
        • To Open the Details Page:
        • To save the Changes That You Made to the Configuration:
        • To undo the Previous Unsaved Change That You Made to the Configuration:
        • To open the Help Topic for the Supervisor's Configuration:
    • Configuring Services
      • To Open the Services Configuration Dialog Box:
      • Defining a New Service
        • To add a new service to the Services list:
        • To save the changes that you made to the configuration:
        • Configuring Services Details
        • To open the Details page:
        • To save the changes made to the configuration:
        • To undo the previous change made to the configuration:
        • To open the Help topic for the service's configuration:
      • Configuring Services Announcers
        • To open the Announcers page:
        • To save the changes made to the configuration:
        • To undo the previous unsaved change made to the configuration:
        • To open the Help topic for the service's configuration:
      • Configuring Services Destination
        • To open the Destination page:
        • To save the changes made to the Services Destination configuration:
        • To undo the previous unsaved change made to the configuration:
        • To open the Help topic for the service's configuration:
      • Configuring Services Overflow
        • To open the Overflow page:
        • To assign another group to the overflow interval of the service's default destination:
        • To un-assign a group from the overflow interval of the service's default destination:
        • To save the changes made to the Services overflow configuration:
        • To undo the previous unsaved change made to the configuration:
        • To open the Help topic for the service's configuration:
      • Configuring Services Interflow
        • To open the Interflow page:
        • To save the changes made to the configuration:
        • To undo the previous unsaved change made to the configuration:
        • To open the Help topic for the service's configuration:
      • Configuring Services No Agents
        • To open the No Agents page:
        • To save the changes made to the configuration:
        • To undo the previous unsaved change made to the configuration:
        • To open the Help topic for the service's configuration:
      • Configuring Services Automatic Callbacks to Abandoned Callers
        • To open the Abandoned tab:
        • To add an Abandoned callback destination for a shift other than the default destination:
        • To change an Abandoned callback destination for a shift:
        • To remove an abandoned callback destination for a shift:
    • Configuring the IRN
      • To open the IRN Configuration Dialog Box:
      • Configuring IRN Details
        • To open the Details page:
        • To save the changes made to the configuration:
        • To undo the previous unsaved change made to the configuration:
        • To open the Help topic for the IRN's configuration:
      • Configuring the IRN Call Profile
      • Configuring the IRN Destination
        • To open the Destination page:
        • To save the changes made to the configuration:
        • To undo the previous unsaved change made to the configuration:
        • To open the Help topic for the IRN's configuration:
    • Configuring Customers
      • To open the Customers Configuration Window:
        • To add a new customer to the list:
      • Configuring the Customers Details
        • To open the Details tab:
      • Configuring the Customers Skills
        • To open the Skills tab:
      • Configuring the DNIS
    • Configuring the System
      • To open the System Configuration Dialog Box:
    • Configuring System Working Times
      • To open the Working Times page:
        • To save the changes that you made to the Working Times configuration:
        • To undo the previous unsaved change that you made to the configuration:
        • To open the Help topic for the system's configuration:
      • Configuring the PBX CTI Link parameters
        • To open the PBX CTI Link tab:
        • Configuring the PBX CTI Link parameters for the 3Com NBX PBX
    • Configuring the MIS Parameters
      • To open the MIS page:
        • To save the changes made to the General configuration:
        • To undo the previous change made to the configuration:
        • To open the Help topic for the system's configuration:
    • Configuring System Miscellaneous Parameters
      • To open the Misc. page:
        • To save any changes made to the parameters:
        • To undo the previous unsaved change made to the configuration:
        • To open the Help topic for the system's configuration:
    • Configuring System IVR Ports
      • To open the IVR Ports page:
        • To configure the system for IVR running on a server:
        • To configure the system for Client IVR:
        • To add an IVR card to the system
        • To delete an entry from a List:
        • To save any changes made to the parameters:
        • To undo the previous change made to the configuration:
        • To open the Help topic for the system's configuration:
      • Configuring System Incomplete Destinations
        • To open the Incomplete page:
        • To save the changes that you made to the Incomplete destinations configuration:
        • To undo the previous change made to the configuration:
        • To open the Help topic for the system's configuration:
      • Configuring System Tagged Codes
        • To open the Wrap-Ups page:
        • To sort the Wrap-Up codes list:
        • To save the changes made to the configuration:
        • To undo the previous unsaved change made to the configuration:
        • To open the Help topic for the system's configuration:
      • Configuring System Management Parameters
        • To open the Management page:
        • To open the Backup page:
        • To save any changes made to the parameters:
        • To undo the previous change made to the configuration:
        • To open the Help topic for the system's configuration:
      • Restore from Backup
        • To restore a backed-up database:
      • Configuring External DB Connections
        • To open the DB Connections tab:
      • Configuring the interface to a WFM Application
        • To open the WFM tab:
      • Configuring the Interface to a Calls Logger Application
        • To open the Calls Logger tab:
      • Configuring the Interface to a CRM Application
        • To open the CRMs tab:
    • The Call Control Scripts Administration
      • To invoke the CCS Administration:
      • The CCS Administration Dialog Box
      • The CCS Administration Menu Bar
      • The CCS Admin Options
        • To define the timeout period for which an edit field is active on the window:
    • Viewing and Modifying Scripts
      • To add a new script to the list:
        • To move (change the order of) scripts in the list:
        • To copy scripts in the list:
        • To delete a script from the list:
        • To rename a script:
        • To open a script's pop-up menu:
        • To see the actions currently defined for a script:
        • To collapse a script menu (hide the actions defined for a script):
        • To add an action to be the first action in a script:
        • To insert an action at a specific position in the list of actions:
        • To change the order of actions in the list:
        • To move an action to another script:
        • To copy an action to:
        • To view/edit the definition of an action:
        • To delete an action from a script:
    • Browsing for Wave files
    • Using the GCCS Administration
      • The GCCS Administration screen
      • The GCCS Administration Menu Bar
      • The GCCS Administration Tool Bar
      • The eXchange Call Center GCCS Administration Options Dialog Box
        • To open the GCCS Administration Options dialog box:
        • To add a new message:
        • To modify an existing message:
        • To delete an existing message:
      • Viewing and Modifying Scripts
        • To add a new script to the list:
        • To copy scripts in the list:
        • To delete a script from the list:
        • To rename a script:
        • To insert an action at a specific position in the list of actions:
      • Main differences between using CCS and using GCCS
    • Configuring Script Actions
      • Configuring the Announce Place in Queue Action
        • To add an Announce Place in Queue Action to a script:
      • Configuring the Collect Callback Info Action
        • To add a Collect Callback Info action to a script:
      • Configuring the Hang-Up Action
      • Configuring the Menu Action
        • To add a Menu action to a script:
        • To open the Digit Menu page:
        • To open the Parameters page:
      • Configuring the Play Callback File Action
        • To add a Play Callback File action to a script:
      • Configuring the Play File Action
        • To add a Play File action to a script:
      • Configuring the Transfer Action
        • To add a Transfer action to a script:
  • Chapter 1 – The Wall Board Administration Application

    • Overview of the Wall Board Administration Application
      • eXchange Call Center Wall Board Administration Main Screen
    • The Messages Editor Window
      • To create a new message:
        • To edit a preprogrammed message:
        • To delete a message:
      • Adding Parameters to a Message
        • To add message parameters:
        • General Parameters
        • Currently in Queue
        • Information for now
        • On The Current Time-Interval
      • Changing the message’s colors
        • To change the colors:
      • Parameter’s group assignment rules
    • The Wallboard Window
      • The Wallboard Window – The Config Tab
        • To create a new wall board:
        • Changing Threshold Colors
        • To change the threshold colors on the wallboard:
      • The Wallboard Window – The Scenario Tab
        • To create a message scenario:
        • To change the position of a message within the scenario,
        • The Add/Edit Message in a scenario dialog box
      • The Wallboard Window – The Pop-up Tab
        • To insert a pop-up message to a scenario:
        • The ‘Add/Edit Pop-Up Message’ dialog box
  • Appendix A: Glossary

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