3Com eXchange CallCenter
Setup Worksheets

Version 4.33

Part Number: 900-0154-01 Rev AA

Published: May 2004

3Com Corporation, 350 Campus Drive, Marlborough, MA01752-3064

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Contents

Overview

General Information Worksheet

Setup Worksheet for eXchange Visor Workstations

Setup Worksheet for eXchange Agent Workstations

Setup Worksheet for IntelligentRoutingNumbers(IRNs)

Setup Worksheet for Groups

Setup Worksheet for Services

Overview

To simplify the configuration and installation process for you, we have created several Worksheets to help the Installer and Administrator collect and record the information that they will need during the definition process for the NBX and 3Com eXchange CallCenter installation and administration.

For additional information on designing and planning for the NBX system, see the NBX System Planning Guide.

This manual includes worksheets for these areas:

  • General Customer Company Information
  • eXchange Visor Workstations
  • eXchange Agent Workstations
  • eXchange IRN Definitions
  • eXchange Group Definitions
  • eXchange Service Definitions

General Customer Information Worksheet

Site Name
Address

Contacts

# / Name / Title / Phone# 1 / Phone# 2 / Email

About the Company

Telephony Information

PBX Type / NBX / Version / 4.2 or later
CTI Link / CTI Software
# Trunks / Type
# Extensions / Range/List
eXchange IVR ports / Range/List
# Music Devices / Range/List
IVR Files / Type: / Format
Other

Fallback Policy (Call Coverage Plan)

Network Information

Net Server Type / Version
DHCP (Y/N)
CallCenter Server IP
eXchange CTI IP
PBX CTI IP
Client IVR IP / #1 / #2
Backup Location / Schedule

Setup Worksheet for eXchange Visor Workstations

# / Computer Name / Type:
Full/Monitor / OS / Comments
110
211
312
413
514
615
716
817
918
1019
1120
1221
1322
1423
1524
1625
1726
1827
1928
2029
2130

To add more Visors, add more rows.

Setup Worksheet for eXchange Agent Workstations

# / Computer Name / Phone Ext. / Network Drive ID / Comments
110
211
312
413
514
615
716
817
918
1019
1120
1221
1322
1423
1524
1625
1726
1827
1928
2030
2131
2232
2333
2434
2535

To add more agents, add more rows.

Setup Worksheet for Defining IntelligentRoutingNumbers(IRNs)

Customer ID / Default
# / IRN / CID / CID CCS / Dest / Dest / Call Profile / Skills
1
2
3
4
5
6
7
8
9

Setup Worksheet for Groups

# / Group Name / No. / Short Calls / TASA
(sec.) / MAX
Talk / ST1 / ST2 / ST3 / ST4 / ST5 / ST6 / Agent IDs
1
2
3
4
5
6
7
8
9
10
11
12
13
14
15

To add more Groups, add more rows.

Setup Worksheet for Services

# / Service Name / Search
Criteria
(L / T / C) / Music
Source / WU
Time / Mand
Ann / Script
name / 1st
Ann / Script
name / Time / 2ndry
Cycle
(A /L /N) / 2nd
Ann
#1
script / Time / 2nd
Ann
#2
script / Time / 2nd
Ann
#3
script / Time
1
2
3
4
5
6
7
8
9
10
11

Services (Continued)

# / ServiceName / Dest.
Group / Ovf Groupslist / Ovf time / Intfl.
Dest.
Type / Intfl.
Dest / Intfl.
Timeout / No Agent
Dest type / No Agent
Dest
1
2
3
4
5
6
7
8
9
10
11
12

Setup Worksheets for the 3ComeXchange CallCenter1