SV8100 InACD Overview July 2006

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

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)

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

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

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

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

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

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

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

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

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

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

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

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

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

NEC Unified Solutions, Inc. Sample Report – Agent States

NEC Unified Solutions, Inc. Sample Report – Agent Performance

NEC Unified Solutions, Inc. Sample Report – Agent Traffic

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

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

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

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

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

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

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

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

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

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