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Alpha
Call Center
Statistics Display System
- Avaya Systems -
Convenient
and Automatic – ACD Call Centers with Avaya ACD phone
systems may use the popular Alpha programmable LED displays (readerboards)
to exhibit ACD Call Center statistics and Supervisor messages to Agents
and Supervisors in one or more splits, queues, skillsets or application
areas. If Supervisors and Agents PC's are on a local area network using
a Windows® platform (95, 98, NT, 2000, XP), then Supervisors may
type messages on their PC using a browser screen and Internet Explorer.
The ACD statistics and messages display on the Alpha LED readerboards
and optionally on Agent and Supervisor computer screens.
Several
connectivity options are available for reading a long list of real-time
and historical ACD statistics from the Avaya ACD phone system:
-
Direct serial connection (via COM1, 2, 3 or 4) between the Alpha
and Avaya systems.
-
Direct serial connection between an 8400B digital data modem connected
to the Avaya and Alpha systems.
-
Telnet session over the Local Area Network between the Alpha and
Avaya systems.
-
The Alpha system will also report ODBC/SQL custom queries of selected
data fields in one or more databases.
- Other data fields may be read and displayed by interrogation via
TAPI or TSAPI interface provided by certain systems vendors.
Benefits:
-
When
agents are able to see "real time" call waiting status, sharp increases
in productivity and dramatic reductions in "Calls Abandoned", "Calls
Waiting", and "Longest Wait" are reported. Through the use of visual
and audible alerts, agents know within seconds when ACD Call Center
statistics exceed acceptable thresholds.
-
Call
Center Supervisors are no longer "tied" to their desk watching a
computer terminal. They can use their time more productively, focusing
on agent performance, on problems with customers and on training.
-
Higher
Call Center service levels translate into better customer service
and faster response time to customer requirements.
-
Telephone
equipment and personnel are utilized more efficiently.
- Call
Center Supervisor and agent communications are improved and are speeded
up. Typed messages can be broadcast simultaneously to all agents in
a Call Center.
Features:
-
Display
Flexibility – Each Alpha LED Display (readerboard) is individually
addressable. This provides tremendous flexibility in specifying
the ACD statistics and supervisor messages and the splits that display
on each readerboard. Each readerboard can display a different combination
of splits and ACD statistics. Several splits may be displayed on
the same readerboard, and different combinations of splits may be
displayed on different reader-boards. Messages may be sent to all
readerboards, to specific groups of readerboards, or to individual
readerboards.
- Select
Which ACD Statistics Are Displayed – A variety of ACD statistics
may be displayed for each Call Center split. In fact, any statistic
shown on a CMS or BCMS Display may be displayed on the Alpha LED Display(s).
Examples of these statistics include: Number of Calls Waiting (CW),
Longest Call Waiting in minutes and seconds (LW), Available Agents
or agents in a particular status (AVA), Total Calls (TC) or Service
Level (SL). The Supervisor may specify and arrange the statistics
fields that are displayed.
Typical
Avaya Statistics
| Where:
|
CW=Calls
Waiting |
MN=Agents
Manned |
| |
LCW=Longest
Call Waiting |
WT=Agents
Waiting |
| |
AC=Agents
on ACD Calls |
DN=Agents
on DN Calls |
| |
NR=Agents
Not Ready |
AB=Abandoned
Calls |
- Multiple
Avaya Interfaces – The Alpha Call Center System will read
and display ACD statistics from from multiple reports and connections
to multple Avaya systems at the same time. This means that your Alpha
readerboards can show the widest variety of ACD statistics -- Calls
Waiting, Longest Wait, Positions Manned, and any statistics shown
in CMS, BCMS and custom reports from any Avaya phone system on your
network.
- The
Call Center Supervisor may set multiple Alert Thresholds for each
field for each split. For example, if the number of Calls Waiting
(CW) reaches 5, or the Longest Call Waiting (LW) exceeds 1 minute,
or Positions Manned (POS) drops to 5 agents, the displayed statistic
for that field can change color, beep the audible alert, display a
message, or flash, at the preference of the Call Center Supervisor.
Then If CW or LW reach the next threshold, the displayed statistic(s)
can again change color, beep the audible alert, display a message,
flash or perform a combination of these actions.
- Audible
Alert
-- All Alpha readerboards have a built in Audible Alert. Beeps may
sound when a threshold is reached. The Audible Alert may be easily
"muted" by changing the beep setting. The beep can sound once when
a threshold is reached, or it can sound over and over. The supervisor
sets the number of seconds between beeps. Optionally, the system can
activate a strobe light or bell or play a specified .WAV file, or
it can transmit a message to a pager.
- Sleep
Feature ? When the last agent logs out of a split, the system
can remove the split from the readerboard and not display ?zero? ACD
statistic values for that split. Only supervisor messages continue
to display. The Sleep Feature may also be invoked manually, so that
ACD statistics do not display, even when agents are logged in.
- Enter
Messages -- Supervisors may enter messages to agents and service
messages using any browser program, such as Internet Explorer, Netscape
or Mozilla. These messages are typed on the Alpha Controller keyboard.
An optional feature allows the messages to be typed on a Supervisor's
PC. Display effects and animations may be included in the messages.
Supervisor messages may either alternate displaying with the display
of Call Center statistics, or on multi-line readerboards, messages
may occupy a separate line of the readerboard. Readerboards may also
be dedicated to displaying messages only. NOTE: Typing messages
on a Supervisor's PC on a LAN is an option that requires additional
software as well as network connectivity.
- Concurrent
Operation -- Messages display and Skillset statistics update,
while messages are being typed, while thresholds are being changed,
and while other system procedures are being performed. When statistics
change, the statistics on the message board change instantly.
- User
Friendly -- The Alpha Call Center Statistics Display System employs
user-friendly features, such as function keys, on-screen documentation
and pop up menu selections, to facilitate changing thresholds and
typing local messages.
-
Animations
and Clock -- Most Alpha readerboards have nine pre-programmed
animations built in -- Fireworks, Cherry Bomb, Slot Machine, Running
Animal, Turbo Car, Don't Drink and Drive, No Smoking, Welcome, Thank
You, etc. -- and all Alpha readerboards can display the time and
ten day and date formats. The animations and the time of date may
be used in your messages. NOTE: The Alpha 7000 and AlphaVision
readerboards do not have built in pre-programmed animations; you
may run custom animated GIFs on these models.
- Remote
Diagnostics and Support – Software installation, custom modifications
and program updates are provided using a modem and our Remote Access
program. This enables us to respond instantly to your requests for
program changes. It also simplifies installation and allows us to
respond immediately to any problem you may experience with your software
or hardware.
- Mounting
Hardware ? Each Alpha readerboard comes with mounting hardware.
- Alpha
state of the art LED Displays are solid state and made in the USA
(in Milwaukee, Wisconsin) using only the highest quality components.
Every Alpha LED Display is subjected to extensive testing before
delivery. Alpha message boards that were sold years ago are still
operational today, and repair and replacement parts for those units
are still available. LED technology provides energy savings of up
to 94% compared to bulb systems, and no bulb replacement is required.
The service life of Alpha LED's is estimated to be 100,000 hours (10
years).
- Which
Alpha Readerboard Model to Use? -- Two-inch high letters are easily
readable from a 75' distance. Four-inch high letters are readable
from a 125' distance. Seven-inch letters are readable from 200' away.
- Alpha
4000 Series readerboards display one 4.8" line or two 2.1"
lines at a time.
- Alpha
7000 Series readerboards display one 7.2" line or two 3"
lines or three 2.1" lines or four 1.5" lines at a time.
- Alpha
9000 Series readerboards display one 9.6" line or two 4.5"
lines or three 3" lines or four 2.1" lines or five 1.5"
lines at a time.
- Alpha
215 and 220 models display one 2" line at a time.
- Alpha
300 Series readerboards display one 3" line at a time.
- The
Alpha Big Dot displays one 4" line at a time.
- AlphaVision
readerboards displays from four to sixteen 2.1" lines at
a time. Other character sizes can also be used.
- Manuals
? Two manuals are provided:
You may download this manual at the following Internet address
by clicking here:
This manual is provided to you upon receipt of your Purchase Order
or upon request.
- Warranty
-- The software is covered by a lifetime warranty. If the Alpha Call
Center Statistics Display System software fails in any way, we will
fix it or replace it by modem at no additional charge. The Alpha Controller
and Alpha readerboards are covered by a limited one-year or two-year
warranty, depending on model. If an Alpha readerboard fails, we will
repair it at no charge and return it to you freight prepaid. When
we receive a report that an Alpha readerboard is broken, we can provide
a loaner, if this is required. Typically, you would take down the
broken Alpha LED Display and ship it to the Adaptive service center
in Milwaukee for repair. If the Alpha Controller fails, we can provide
a replacement machine. It is the customer's responsibility to ship
the broken unit back using the same packing materials.
Required
Items:
- Alpha
Controller -- a Pentium III, Pentium IV, Celeron or AMD equivalent
computer system with 256 MB RAM, high speed Hard Disk with at least
20 GB capacity, CD-ROM Drive, 1.44 MB Diskette Drive, two Serial Ports,
56K Modem, Network Interface Card, VGA Color Graphics Display Adapter
and SuperVGA Monitor capable of displaying 1024 x 768 resolution in
32-bit True Color, Mouse, Keyboard, Microsoft Windows 2000 Professional
with Service Pack 3, Internet Explorer 6 with Service Pack 1 and pcAnywhere
10.5. A new Alpha Controller and its components may be provided and
installed by you or by Alpha-American. Alpha Controllers ordered from
Alpha-American are shipped with all required components and with Windows™
operating system software, application software, support programs,
and diagnostics programs pre-loaded. The Alpha Controller and its
components may be installed by you or by our installation staff.
- Avaya
7400 or 8400 Data Module – A dedicated Avaya 7400B or 8400B
Data Module connected to the Avaya Phone System may be used for the
continuous retrieval of BCMS statistics without the requirement for
a Serial Port on the Avaya System. The Data Module model is determined
by the Avaya Phone System you are using. Ask your Avaya representative
which Data Module is required by your system to run a remote session.
- CMS
or BCMS Supervisor User Login and Password must be assigned for
use by the Alpha Controller.
- RS-485
Network Communications Cable must be run from the Alpha Controller
to the first Alpha LED Display and from the first Alpha LED Display
to the next, etc. The cable requirements depend on how many Alpha
LED Displays are needed and how far away from the Alpha Controller
they will be located. Alpha LED Displays may be attached up to 10,000
feet from the Alpha Controller. The cable used should be a quality
UL listed cable, such as Belden 8761. This cable may be ordered with
the Alpha LED Displays, or it may be purchased locally. Many customers
use CAT5 telephone cable. The cabling is connected between RS-485
Network Adapters (surface mounted or recessed telephone company-type
RJ11 modular adapter jacks or "biscuit" boxes) installed at each Alpha
LED Display and at the Alpha Controller. The individual Alpha readerboards
and the Converter Box are then connected to the RS-485 Network Adapters
using RS-485 Modular Cables. Additional cabling information is provided
in the Networking Alpha™ Signs
manual (click to download). This manual is also provided with your
order.
- Modem
Phone Line -- An analog modem phone line and telephone jack must
be installed near the Alpha Controller to connect the Alpha Modem.
This phone line is used to install and customize the Alpha software
to your exact requirements. It is also used for training, for program
maintenance and for troubleshooting problems when they occur.
- Electricity
– 24 hour electrical wall plugs should be installed within 6'
of each device. Four electrical wall plugs installed within 6' of
the Alpha Controller are also required (for the Alpha Controller,
SuperVGA Monitor, the RS-232/485 Converter Box and Wall Transformer
for the Avaya 7400B or 8400B Data Module). One or two conditioned
power strips, or optionally, an UPS (Uninterruptable Power Supply),
plugged into live electrical wall plugs near the Alpha Controller
will usually satisfy this requirement.
- Installation
of the Alpha Controller, remote access software, Alpha software, cabling
and all Alpha LED Displays.
What
to Order from Alpha-American:
- One
or more Alpha LED Displays (Readerboards). Some Call Centers install
one readerboard for each split being monitored. Many Call Centers
display statistics for several splits on a single readerboard. The
Alpha system will display ACD statistics and Supervisor messages on
the same readerboard or on separate readerboards ? one for messages
and one for ACD statistics. Many Call Centers require more than one
readerboard, so all agents can see a display, depending on how agents'
desks are oriented in the room. Many Call Centers use multi-line displays
to display several splits at once.
Options
available:
- Turnkey
Installation – We will come to your facility to install and
attach the Alpha Controller and the Alpha LED Displays. We will work
with your facility manager to install the Alpha LED Displays, and
we will work with your telephone specialist to attach the Alpha ACD
Statistics Display System properly to your phone system and to verify
the wiring and connections between the Alpha LED Displays and the
Alpha Controller. When the hardware is installed and operational,
we will train your personnel in the use of the system. Prior to our
visit, you should have electricity, cabling and jacks installed at
the Alpha Controller location and at each Alpha LED Display location.
- Remote
Messaging (via LAN)
-- This option allows Supervisors to transmit messages from their
own PC on a LAN to one or more LED Displays.
- Display
ACD Statistics on LAN PC's -- ACD Statistics may be displayed
in a pop-up window on an Agent or Supervisor's PC screen, if the PC's
are on a network (Windows for Workgroups, Novell, etc.) and use MS-Windows.
To use this option, your LAN administrator must be involved to install
the popup software on agent PCs and to provide the appropriate network
settings and access to the Alpha Controller by agent and supervisor
PCs. Here are three views of the popup screen. The first shows the
update status, the second shows only the statistics, and the third
shows the skillset selection list.
Popup
with Title Bar Showing Last Update
Popup
with Title Bar Suppressed
Popup
with Configuration Display
- Custom
Programming -- Upon request, we will provide an estimate for custom
modifications to the Alpha Call Center Statistics and Message Display
System.
Literature:
Alpha
Call Center Statistics and Messaging System - Avaya Version.
Demonstrations:
Click
here to display a list
of Alpha Call Center System video demonstrations that may be
viewed.
Ordering
Info:
- The
prices for each of the components of the Alpha Call Center System
are provided in the printed document (see Literature above).
For readerboard prices, please call Alpha-American at (800) 223-4636
or use our Request Form.
- 7.75%
California Sales Tax is added to sales of items delivered in California,
unless other arrangements are made.
- Shipping
charges are added to each order.
- Submit
orders by fax, mail, e-mail or telephone.
- Various
terms are
available.
Copyright and Disclaimer
Notices
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