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

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


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)


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


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


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


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


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


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


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


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


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


InACD MIS Supervisor Monitor

Supervisor Monitor

Set Thresholds

Choose display options

Main/Selection Screen


InACD MIS Supervisor Monitor

Choose the Agents to display

Choose from available real-time graphs

Overall call center summary

Pick the Queues to monitor


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


InACD MIS Report Set Up

Reports Screen

Select Category

Available Operations for Selected Category

Available Reports for Selected Category

SVSV81081000


InACD Report Samples

Choose Text or Graph for Summary Reports

Agent Report

Queue Report


Sample Report – Agent States


Sample Report – Agent Performance


Sample Report – Agent Traffic


Sample Report – Agent Calls

Summary and Detail


Sample Report – Agent Login Report


Sample Report – Call Summary by Queue


Sample Report – Traffic by Queue

Hourly and Daily


Sample Report – Service Level by Queue

Hourly and Daily


Sample Report – Detail by Queue


Sample Report – Abandoned

Hourly & Daily


ACD MIS Admin

GUI for Setup


SV8100- ACD Components System License for ACD Routing:

670709 LK-SYS-ACD-LIC $850.00 MSRP

MIS Package License (Includes 1 Sup Monitor and 3 Agent RTD): 670812 LKS-ACDMIS-BASIC-LIC $1,200.00 MSRP

CD with Software: 670830 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): 670813 LKS-ACDMIS-ADDMON-LIC $450.00 MSRP

Additional Agent Real Time Display Licenses (3 included, 5 in each license – Optional): 670814 LKS-ACDMIS-AGENT-LIC $450.00 MSRP


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


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


Call Center Selections

SelectCall 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 (Add’l Hardware) required to provide Delay Announcements

Documents

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