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SV8100 InACD Overview July 2006. NEC Unified Solutions, Inc. InACD Snapshot Native Automatic Call Distribution Activated via License from SV8100 CPU Program.

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Presentation on theme: "SV8100 InACD Overview July 2006. NEC Unified Solutions, Inc. InACD Snapshot Native Automatic Call Distribution Activated via License from SV8100 CPU Program."— Presentation transcript:

1 SV8100 InACD Overview July 2006

2 NEC Unified Solutions, Inc. 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

3 NEC Unified Solutions, Inc. Capacities 512 agents 64 ACD groups 64 Supervisors 1 System Supervisor MIS Capacities 5 Real Time Monitor Licenses (1 Included with MIS) Agent Client Licenses for RTD (3 Included)

4 NEC Unified Solutions, Inc. Delay Announcements Delay Announcement Options –VRS (up to 16 Ports / shared with InMail) 2 Delay Announcements per group –48 per system + Standard Messages –8 simultaneous callers –All callers hear announcement from beginning –PGD (Paging Door Phone Adapter) Option Provides connection to external message source –Less robust, but less costly –Callers hear announcements in progress Up to 48 adapters per system –One ESI port per connection/two connections per adapter –InMail Uses any of the 16 available Master Mailboxes

5 NEC Unified Solutions, Inc. 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 List of available operations based on what is defined or being modified Items that are defined for this element show up here

6 NEC Unified Solutions, Inc. 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

7 NEC Unified Solutions, Inc. InACD Features Overflow with Announcements –1 st Announcement – Greeting –2 nd 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

8 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

9 NEC Unified Solutions, Inc. 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

10 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 co- workers 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

11 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 Pull down menu provides easy access to common ACD functions Ticker style display keeps the agent abreast of call center activity and in touch with Supervisors and other agents with text messages Status window indicates what ACD state the agent is in and for how long

12 NEC Unified Solutions, Inc. InACD MIS Features Graphs: Queue Monitor Graph Queue Performance Graph Queue Summary Graph Queue Summary by Hour Graph Tables: Agent State Agent Summary Queue Monitor Queue Summary Call Center Monitor Call Center Summary Supervisor Monitor Display Options

13 NEC Unified Solutions, Inc. InACD MIS Supervisor Monitor Supervisor Monitor Set Thresholds Choose display options Main/Selection Screen

14 NEC Unified Solutions, Inc. InACD MIS Supervisor Monitor Choose the Agents to display Choose from available real-time graphs Overall call center summary Pick the Queues to monitor

15 NEC Unified Solutions, Inc. InACD MIS 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 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 Reports

16 NEC Unified Solutions, Inc. InACD MIS Report Set Up Reports Screen Select Category Available Operations for Selected Category Available Reports for Selected Category

17 NEC Unified Solutions, Inc. InACD Report Samples Choose Text or Graph for Summary Reports Agent Report Queue Report

18 NEC Unified Solutions, Inc. Sample Report – Agent States

19 NEC Unified Solutions, Inc. Sample Report – Agent Performance

20 NEC Unified Solutions, Inc. Sample Report – Agent Traffic

21 NEC Unified Solutions, Inc. Sample Report – Agent Calls Summary and Detail

22 NEC Unified Solutions, Inc. Sample Report – Agent Login Report

23 NEC Unified Solutions, Inc. Sample Report – Call Summary by Queue

24 NEC Unified Solutions, Inc. Sample Report – Traffic by Queue Hourly and Daily

25 NEC Unified Solutions, Inc. Sample Report – Service Level by Queue Hourly and Daily

26 NEC Unified Solutions, Inc. Sample Report – Detail by Queue

27 NEC Unified Solutions, Inc. Sample Report – Abandoned Hourly & Daily

28 NEC Unified Solutions, Inc. ACD MIS Admin GUI for Setup

29 NEC Unified Solutions, Inc. SV8100- ACD Components System License for ACD Routing: LK-SYS-ACD-LIC $ MSRP MIS Package License (Includes 1 Sup Monitor and 3 Agent RTD): LKS-ACDMIS-BASIC-LIC $1, MSRP CD with Software: AK SYSTEM PC APP CD $50.00 MSRP Choice of VRS or PGD (external) Delay Announce Options Additional Monitor License (up to 5 total – Optional): LKS-ACDMIS-ADDMON-LIC $ MSRP Additional Agent Real Time Display Licenses (3 included, 5 in each license – Optional): LKS-ACDMIS-AGENT-LIC $ MSRP

30 NEC Unified Solutions, Inc. 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

31 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

32 NEC Unified Solutions, Inc. Call Center Selections Select Call Center Tab for embedded ACD Go to UCB Tab for alternative Contact Center solution Activate ACD Select MIS Software includes 1 Monitor & 3 Agent Client Licenses Add up to 4 more Monitor Licenses Add Agent Client Licenses in groups of 5… up to a total of 512 can be configured in a single system VRS compact flash (Misc/Options) or PGD2 (Addl Hardware) required to provide Delay Announcements


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