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SV8100 InACD Overview July 2006 Slide 1: Opening Statement

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1 SV8100 InACD Overview July 2006 Slide 1: Opening Statement
  This module is designed to provide an overview of the Automatic Call Distribution application option available for the SV Our discussion will include a brief description of available user features, screens and required components.   The series of SV8100 training modules is designed to help you sell solutions to your customers by increasing your understanding of system capabilities. July 2006

2 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 Slide 3: InACD Snapshot Before I start describing the individual features, I would like to give you a quick snapshot of several key elements of the InACD application for the SV8100. The InACD feature set is inherent in SV8100 software, enabled through the purchase and installation of an Activation key. Programming of the ACD feature set is performed in the SV8100 like any other feature on the system. The MIS software is the statistical reporting package. The Monitor license enables supervisors to view activity in real-time. While the Agent Client license provides them access to a text messaging tool and the ability to view group status. To add flexibility to your customer solution, an agent station can be any terminal supported on the SV8100.

3 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) Slide 4: InACD Capacities As soon as you activate the ACD application, your customer has support for up to 512 agents, 64 ACD groups, 64 supervisors (that’s one per group) and 1 overall system supervisor.

4 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 Slide 5: Delay Announcements InACD supports two methods of providing delay announcements to callers waiting in queue. The addition of the optional VRS (Voice Response System) compact flash mounted on the CPU provides 2 delay announcements per group with a maximum of 48 messages plus 2 fixed messages per system., The VRS allows up to 8 callers to hear each announcement simultaneously while waiting in queue. Multiple groups can share an announcement and each can be repeated up to 256 times, so there should never be a shortage of delay announcements. The installation of the VRS, requires the use of a board level voice mail system. As an alternative, customers on a stringent budget who do not require the higher end VRS solution can use the Paging Door Phone Adapter and locally provided message sources. One of the biggest differences between the VRS and this solution, is that callers entering an announcement that’s in progress will not hear it from the beginning.

5 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 List of available operations based on what is defined or being modified Slide 6: InACD Features The InACD MIS software package is a series of Windows-based programs designed to enhance the ACD features of the SV8100 Telephone System. The software displays both real-time data and historical reports. The MIS is designed to save your customer’s organization money by providing a cost-effective method of capturing, displaying, and reporting ACD group call traffic and staff activity. These reporting tools help evaluate staffing requirements and agent performance. Items that are defined for this element show up here Select elements of call center to manage

6 InACD Features Incoming Call Routing & Call Queuing
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 Slide 7: InACD Features Incoming trunk calls can automatically route to specific ACD Groups. These types of calls ring directly into the ACD Group without being transferred by a co-worker or the Automated Attendant. When all agents in an ACD Group are unavailable, an incoming call will queue and cause the Queue Status Display to occur on the ACD Group Supervisor’s display. The display helps the supervisor keep track of the traffic load within their group. The Queue Status Displays shows the number of calls queued for an available agent in the group, the trunk that has been waiting the longest, and how long it has been waiting. For each ACD Group, you can set the number of trunks that can wait in queue before the Queue Status Display occurs, how often the time in queue portion of the display reoccurs, and if the supervisor should hear a Queue Alarm whenever the time in queue portion reoccurs. The queue alarm is a single beep tone that reminds the supervisor to check the condition of the queue.

7 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 Slide 8: InACD Features ACD offers extensive overflow options for each ACD Group. For example, a caller ringing in when all agents are unavailable can hear an initial or 1st announcement. This announcement can be a general greeting like, “Thank you for calling. All of our agents are currently busy helping other customers. Please stay on the line and we will help you shortly.” If the caller continues to wait, you can have them hear a 2nd announcement such as, “Your business is important to us. Your call will be automatically answered by the first available agent. Please stay on the line.” The 2nd announcement can be repeated up to 256 times. If agents in the original ACD Group remain unavailable, the call can automatically overflow to another ACD Group , Voice Mail, a non-ACD extension or ring group, or off-premise. If all agents in the overflow destination ACD Group are busy, Look Back Routing automatically ensures that the waiting call will ring into the first agent in either group that becomes free. You can assign an ACD Group with any combination of 1st Announcement, 2nd Announcement and overflow method. You can have, for example, a Technical Service group that plays only the 2nd Announcement to callers and then immediately overflows to Voice Mail. At the same time, you can have a Customer Service group that plays both announcements and does not overflow. The Queue Depth can be played after the 1st Announcement only, 2nd Announcement only, or after both Announcements. You can assign an ACD Group to play the Queue Depth only when using the VRS Compact flash for messages that we’ll cover in more detail in Topic 2, Required Components. Caution about reporting information on overflowed calls. When a call overflows to another ACD Group and is answered, the statistics tracks the call as if it had originated at the second ACD Group. If, however, the call overflows to voice mail, a non-ACD extension or off-premise, the statistics show the call as abandoned.

8 InACD Features Wrap-Up Timer Rest/Off Duty Mode
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 Slide 9: InACD Features The next slides highlight a few of the key features associated with this call center application. The Wrap-Up Timer, also called Work Mode, automatically starts when an agent finishes with an ACD call. It’s used to block further ACD calls to the agent. to give them time to complete important logs, records or orders before a new call comes in. When the timer expires, the system returns the agent to the ACD Group to handle new callers. Rest Mode, also referred to as Off-Duty or Break Mode, is used to temporarily log-out an ACD agent’s telephone. Rest mode can be set automatically by the system or manually by the agent. When an ACD Group is set up for Automatic Rest Mode, the system will automatically put an agent’s telephone in Rest Mode if it is not answered. While in Rest Mode, calls to the ACD Group will not ring the agent’s telephone. If an agent’s telephone is placed into Rest Mode automatically, the agent will need to manually cancel Rest Mode in order to log back into the ACD group. For ease of use, we recommend that Automatic Rest Mode be enabled for single line telephones. For multiline terminals, the system enables Automatic Rest Mode for all telephones with Rest Mode keys. When an agent presses the Rest Mode key while on a call, the agent’s telephone will enter rest mode as soon as the call is finished. While in Rest Mode the agent can place intercom calls or receive direct incoming calls. An ACD Agent can enable Manual Rest Mode anytime they want to temporarily leave the ACD Group. They might want to do this if they go to lunch, go to a meeting or get called away from their work area. The Headset Operation allows an ACD Agent or ACD Group Supervisor to utilize a customer-provided headset in place of the handset. The headset conveniently frees up the user’s hands for other work and provides privacy while on the call. In addition, an ACD Agent with a headset can have Automatic Answer. This allows an agent busy on a call to automatically connect to the next waiting call when they hang up.

9 InACD Features Agent Log In and Log Out Services Emergency Call
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 Slide 9: InACD Features The programmable keys and alphanumeric display on an agent’s telephone show at a glance when they are logged in or logged out. Using the Normal login procedure allows an agent to log into only one group at a time. While using the Agent Identity Code (AIC) allows an agent to log into multiple ACD groups at the same time (up to 64). The system will also allow all extensions (up to the system maximum) to log in using the same AIC code. If an ACD Agent needs assistance with a caller, they can place an Emergency Call to their ACD Group Supervisor. Once the supervisor answers the Emergency Call, they automatically monitor both the ACD Agent and the caller. If the agent needs assistance, the supervisor can join in the conversation. Emergency Call can be a big help to inexperienced ACD Agents that need technical advise or assistance with a difficult caller. The supervisor can easily listen to the conversation and then “jump in” if the situation gets out of hand. Utilizing the SV8100 multiline display telephone, Agents and Supervisors can view queue information on their Liquid Crystal Display by pressing a one touch button. When the number of callers in queue or holding time exceeds programmed thresholds, information can also be set to automatically display.

10 InACD Features Enhanced DSS Operation Hotline Key
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 Slide 10: InACD Features The Enhanced DSS Operation allows a programmed extension user to use their DSS Console to monitor the status of the ACD Agents within a group. The DSS Console is an essential tool for supervisors. The console key flash rates tell the supervisor at a glance which of the group’s agents are: Logged onto the group; Logged out of the group; Busy on a call; Placing an Emergency Call to the supervisor; Not available. The ACD Supervisor can also use their console for placing and transferring calls - just like any other extension user. The Hotline Key capability allows an extension’s Hotline keys to provide the “normal” Busy Lamp Field for co-workers and a unique Busy Lamp Field for ACD Agents. Similar to the operation of the supervisor’s DSS Console, the unique Busy Lamp Field shows when the covered agent is in service, out of service or busy on a call. This enhanced capability gives a department manager, for example, ACD Group monitoring capabilities without having to become a supervisor with a DSS Console. Hotline also provides a multiline terminal user one-button calling and transfer to another extension (the Hotline partner). Hotline helps co-workers that work closely together.

11 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 Slide 12: InACD Features Agent Client license is an optional capability designed to keep agents informed of queue activity and enable them to communicate with other agents or their supervisor while on a call. The Agent Client application provides desktop real-time displays and text messaging. The Real-time Display (RTD) provides queue information and agent information without the addition of a wallboard. The text messaging feature allows authorized agents to send a text message to another agent, a group of agents or the supervisor. The Agent Client user Interface, shown on this slide, is anchored at the top of the display yet doesn’t cover any other application. It utilizes a Ticker style display to scroll through vital call center statistics and text messages. The example shown provides critical information about the current call such as DNIS (if available), queue name, and how long the call was on hold. Supervisors can select what information is delivered to which agents running this application. 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

12 InACD MIS Features Supervisor Monitor Display Options Graphs: Tables:
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 Slide 12: InACD Features Supervisors can select to display group activity in graphs and/or table format. Each format provides the information in real-time.

13 InACD MIS Supervisor Monitor
Main/Selection Screen Set Thresholds Slide 13: InACD Features The easy to use GUI interface gives Supervisors complete control over what call center information they keep visible on their desktop. In the example on this slide, each window shown can be closed, resized, or repositioned on the display. Choose display options

14 InACD MIS Supervisor Monitor
Choose from available real-time graphs Choose the Agents to display Overall call center summary Slide 14: InACD Features The easy to use GUI interface gives Supervisors complete control over what call center information they keep visible on their desktop. In the example on this slide, each window shown can be closed, resized, or repositioned on the display. Pick the Queues to monitor

15 InACD MIS Reports Reports 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 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 Slide 15: InACD Reports This slide lists the available historical reports. Reports can be viewed and/or generated in graph or table format.

16 InACD MIS Report Set Up Reports Screen SV8100
Available Operations for Selected Category Reports Screen SV8100 Slide 16: InACD Reports The GUI interface simplifies the report generation procedure. Simply log into the Reports feature. After the user has been authenticated, the ACD MIS Reports Main Menu will be displayed. The ACD MIS Reports main window provides the user with easy access to the functions required to generate the standard reports. To generate a report, select the category from the column on the left side. Selecting one of these categories updates the right side of the form to show the operations that can be performed within this category. The user can initiate one of these commands by clicking on the desired action. The lower half of the form shows the reports that are available within the selected category. The above example lists the report templates that are defined within the Call category. Available Reports for Selected Category Select Category

17 InACD Report Samples Choose Text or Graph for Summary Reports
Agent Report Queue Report Slide 17: InACD Reports This slide shows two sample reports.

18 Sample Report – Agent States

19 Sample Report – Agent Performance

20 Sample Report – Agent Traffic

21 Sample Report – Agent Calls
Summary and Detail

22 Sample Report – Agent Login Report

23 Sample Report – Call Summary by Queue

24 Sample Report – Traffic by Queue
Hourly and Daily

25 Sample Report – Service Level by Queue
Hourly and Daily

26 Sample Report – Detail by Queue

27 Sample Report – Abandoned
Hourly & Daily

28 ACD MIS Admin GUI for Setup

29 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 Slide 29: SV8100 ACD Components This is the complete list of ACD components that can be selected to satisfy your customer’s requirements. The key component is the ACD Activation license. Once installed, the ACD application is enabled. Select the ACD MIS software package to provide real-time displays, capture the statistical data and organize that data into user friendly reports that can be viewed, archived, printed, or ed. This package includes 1 supervisor license for the overall system supervisor and 3 agent client licenses. If additional supervisors require the ability to monitor the activity of the group to which they are assigned, you will need to purchase additional single user monitor licenses. As with the supervisor/monitor license, additional agent client licenses are available in 5 seat increments to provide the real-time display and access to the text messaging tool on their PC.

30 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 Slide 30: Server Minimum Requirements The recommended minimum requirement guidelines the Server running the ACD MIS software is listed on this slide. As with most Windows applications, running the software on a faster PC with increased memory can improve operation. Applications that work in real-time, like SV8100 ACD MIS, are especially sensitive to the need for an efficient hardware system. If your customer’s system processes several applications, or is slow in processing real-time data, NEC suggests upgrading the speed and/or RAM capacity of the PC.

31 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 1 MB available disk space (38 MB additional if .NET framework is not installed) Windows 98, ME, 2000, or XP Professional Slide 31: PC Minimum Requirements The recommended minimum requirement guidelines for PCs running the Supervisor and Agent Client software are listed on this slide.

32 Call Center Selections
Call Center Tab for embedded ACD 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 Go to UCB Tab for alternative Contact Center solution VRS compact flash (Misc/Options) or PGD2 (Add’l Hardware) required to provide Delay Announcements

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