Transcript SV8100 - TeleCom Business Solutions, Inc.

SV8100 InACD Overview
July 2006
InACD Snapshot

Native Automatic Call Distribution

Activated via License from SV8100 CPU

Program through the SV8100

MIS software package required for Reports and Real
Time Screens

Monitor and Agent Client licenses

Any SV8100 terminals can be used:
–
–
–
–
Digital DT300 Series (Display & Non Display)
DT700 Series IP Terminals (Display & Non Display)
SP310 Soft phones
Single Line Analog Phones
NEC Unified Solutions, Inc.
Capacities

512 agents

64 ACD groups

64 Supervisors

1 System Supervisor
NEC Unified Solutions, Inc.
MIS Capacities

5 Real Time Monitor
Licenses (1 Included
with MIS)

Agent Client Licenses
for RTD (3 Included)
InACD MIS

MIS Software
– Windows-based software programs
– Monitors call activity
– Displays both real-time data and historical reports
• Agent Performance
• Call Traffic
• Queue/
Group Statistics
Select elements of call
center to manage
NEC Unified Solutions, Inc.
List of available
operations based
on what is defined
or being modified
Items that are
defined for this
element show
up here
InACD Features

Incoming Call Routing & Call Queuing
– Incoming Call Routing
• Incoming trunk calls routed automatically to specific ACD
Groups
– Incoming calls queue for busy ACD groups
– Queue Status Displays
• Number of calls queued
• Longest trunk in queue and length of time waiting
– Set Following conditions for each ACD Group
• Number of trunks that can wait in queue before Queue Status
Display occurs
• How often the time in queue display reoccurs
• If the supervisor should hear a Queue Alarm whenever the time
in queue reoccurs
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InACD Features

Overflow with Announcements
– 1st Announcement – Greeting
– 2nd Announcement – Delay
– Overflow
•
•
•
•
Another ACD Group with “Look Back” Routing
Voice Mail
Non-ACD Extension (Ring Group)
Off-Premise
– Queue Depth Announcement
• Requires Voice Response System (VRS Compact Flash)
– Reporting on Overflow
NEC Unified Solutions, Inc.
InACD Features

Wrap-Up Timer
– Automatic wrap/work mode timer

Rest/Off Duty Mode
– Automatic Rest/Off Duty Mode for SLTs (replaces
break mode)
– Temporarily log out an agent
• Automatically when no answer condition encountered
• Manually set by an agent when leaving their desk during normal
working hours

Headset Operation With Automatic Answer
– Use a headset for privacy and convenience
– Answer calls automatically
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InACD Features

Agent Log In and Log Out Services
– Login status displayed on agent LCD
– Normal Agent log in procedure allows agent to log
into one Group at a time
– Agent Identity Code (AIC) allows agent to log into
multiple ACD Groups

Emergency Call
– Allows an agent to request assistance on a call from
their group supervisor

Telephone Display Statistics
– Manually display queue information by pressing a one
touch button
– Automatically display queue information when
programmed thresholds are exceeded
NEC Unified Solutions, Inc.
InACD Features

Enhanced DSS Operation
– Supervisor can use the DSS Console to monitor the
status of the Agents within a group
– Provides agent status based on flash rate of console
key

Hotline Key
– Provides the “normal” Busy Lamp Field (BLF) for coworkers and a unique BLF for ACD Agents
– Gives a department manager monitoring capabilities
without having to become a supervisor with a DSS
Console
– Provides one-button calling and transfer between
Hotline partners
NEC Unified Solutions, Inc.
InACD MIS Features

Agent Client License
– Real-time Display (RTD)
• Provides queue information and agent information to the
desktop without the addition of a wallboard
– Text Message
• Send a text message to an agent or a group of agents
Status window indicates what ACD state the agent is in and for how long
Pull down menu provides
easy access to common ACD
functions
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Ticker style display keeps the
agent abreast of call center
activity and in touch with
Supervisors and other agents
with text messages
InACD MIS Features
 Supervisor Monitor Display Options
Graphs:
 Queue Monitor Graph
 Queue Performance Graph
 Queue Summary Graph
 Queue Summary by Hour
Graph
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Tables:
 Agent State
 Agent Summary
 Queue Monitor
 Queue Summary
 Call Center Monitor
 Call Center Summary
InACD MIS Supervisor Monitor

Supervisor Monitor
Main/Selection Screen
Set Thresholds
Choose display
options
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InACD MIS Supervisor Monitor
Choose from available
real-time graphs
Choose the Agents
to display
Pick the Queues
to monitor
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Overall call
center summary
InACD MIS Reports
 Reports

Agent Time Management

Agent Performance Summary

Agent Traffic by Hour

Agent Call Summary

Agent Login/Break Timeline

Group Call Summary

Group Call Summary by Hour

Group Call Summary by Day

Group Call Traffic

Group Call Traffic by Hour
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
Group Call Traffic by Day

Abandoned Calls

Abandoned Calls by Hour

Abandoned Calls by Day

Group Service Level

Group Service Level by Hour

Group Service Level by Day

Call Detail by Queue

Individual Call Detail
InACD MIS Report Set Up

Reports Screen
Available Operations for Selected Category
SV8100
Select Category
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Available Reports for Selected
Category
InACD Report Samples

Choose Text or Graph
for Summary Reports
Agent Report
Queue Report
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Sample Report – Agent States
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Sample Report – Agent Performance
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Sample Report – Agent Traffic
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Sample Report – Agent Calls

Summary and Detail
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Sample Report – Agent Login Report
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Sample Report – Call Summary by Queue
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Sample Report – Traffic by Queue

Hourly and Daily
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Sample Report – Service Level by Queue

Hourly and Daily
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Sample Report – Detail by Queue
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Sample Report – Abandoned

Hourly & Daily
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ACD MIS Admin
GUI for Setup
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PC & Server Minimum Requirements

ACD MIS Server
– Pentium class machine with 500MHz processor
– 256MB RAM
– 250 MB available disk space (38 MB additional if .NET framework is not
installed)
– Windows 2000 or XP Professional
– Network Adapter for connecting to the SV8100 CPU board via the LAN
– CD-ROM Drive
– Mouse
– Printer (optional)
NEC strongly suggests running the server on a dedicated PC
NEC Unified Solutions, Inc.
PC Minimum Requirements

ACD MIS Admin, Monitor, & Reports
–
–
–
–
–
–
–

Pentium class machine with 500MHz processor
256MB RAM
12 MB available disk space (38 MB additional if .NET framework is not installed)
Windows 2000 or XP Professional
Network Adapter for connecting to the ACD MIS Server via the LAN
CD-ROM Drive
Mouse
ACD MIS Agent Client
–
–
–
–
–
–
–
Pentium class machine with 500MHz processor
256MB RAM
1 MB available disk space (38 MB additional if .NET framework is not installed)
Windows 98, ME, 2000, or XP Professional
Network Adapter for connecting to the ACD MIS Server via the LAN
CD-ROM Drive
Mouse
NEC Unified Solutions, Inc.