ACD Call Centers with Nortel Symposium ACD phone systems may use the popular Alpha programmable moving message LED Displays (readerboards) to exhibit ACD Call Center statistics and supervisor messages to agents in one or more Skillsets conveniently and automatically. If Supervisor and Agent PC's are on a local area network, they may use a browser, such as Internet Explorer, Netscape or Mozilla to compose and send message to the Alpha LED readerboards. ACD statistics may also be displayed on their computer screens.

ACD statistics are read from Symposium using a special Symposium interface via C-LAN. Data may also be displayed from management information system databases using a network interface for ODBC/SQL custom queries of selected data fields or by terminal emulation field selection and DDE. Other data fields may be read and displayed by interrogation via TAPI or TSAPI interface provided by certain systems vendors. The interface for input of messages is via network connection with the Supervisor workstations.

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 Call Center statistics exceed acceptable thresholds.

• Call Center Supervisors are no longer "tied" to their desks 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 skillset statistics, messages and skillsets that display on each readerboard. Each readerboard can display a different combination of skillsets and skillset statistics. Several skillsets may be displayed on the same readerboard, and different combinations of skillsets may be displayed on different readerboards. Messages may be sent to all readerboards, to specific groups of readerboards, or to individual readerboards.

• Skillset Statistics -- Twenty-six Symposium (release 3 and 4) Skillset Statistics may be displayed:

  • Number of Agents Available (waiting for calls)
  • Agents In Service (logged in for this skillset)
  • Agents on Skillset Call (currently handling calls)
  • Agents Not Ready (logged in, but in Not Ready state)
  • Calls Waiting (for an agent with this skillset)
  • Longest Waiting Time Since Last Call (of all idle agents)
  • Maximum Waiting Time (the oldest call)
  • Total Waiting Time by all local and Incoming CDN Calls currently waiting for an agent (cumulative)
  • Expected Wait Time (how long a new call will wait for an agent)
  • Calls Answered After Threshold (number of CDN calls over threshold)
  • Longest Waiting Time Since Login of all idle agents
  • Agents on DN Calls
  • Skillset State (in or out of service)
  • Agents Unavailable (Agents in Service minus Agents Available)
  • Network Calls Waiting (number of queued CDN calls)
  • Network Calls Answered (CDN calls answered)
  • Total Calls Answered Delay (cumulative for all CDN calls)
  • Total Calls Answered (CDN, ACD and NACD) for this skillset
  • Agents on Network Skillset CDN Call
  • Agents on Other Skillset Calls
  • Agents on ACD-DN Calls
  • Agent on NACD-DN Call
  • Calls Offered (number of calls queued to this skillset)
  • Abandoned (number of calls abandoned while queued to this skillset)
  • Abandoned Call Delay (time from queuing to dequeuing)

  • Abandoned Delay After Threshold (how many calls waited past the service level threshold before abandoning)

• The Call Center Supervisor may set multiple Alert Thresholds for the various skillset statistics for each Skillset. For example, if the number of Calls Waiting (CW) reaches 5, or the Maximum Call Waiting (MW) exceeds 1 minute, or Available Agents (AVA) 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 MW 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. Optionally, multiple threshold profiles are available for users desiring different threshold level settings during peak and non-peak periods or at different times of the day or week. With this feature, threshold settings may tailored to be higher or lower during high and low activity periods.

• Audible Alert -- Three quick 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 Skillset, the system can remove the skillset from the readerboard and not display ?zero? ACD statistic values for that Skillset. 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 may be typed on the Alpha Controller keyboard or on a Supervisor PC (an option). Display effects, and animations may be included in the messages. Supervisor messages may either alternate with the display of Call Center statistics, or in some cases, they 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.

• 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 Readerboard to Use?

  • Alpha 4000 Series readerboards display one 4.8" line or two 2.1" lines at a time.

  • Alpha 7000 Series readerboards display from one to four lines at a time. Alpha

  • Premiere 9000 Series readerboards display from one to five lines at a time.

  • Alpha 215 and 220C models display one 2" line at a time.

  • AlphaVision readerboards displays from 4 to 16 lines at a time.

• Manuals ? Two manuals are provided:

  • The Networking Alpha Signs manual describes:

    • How one or more signs and the computer are connected.
    • How to change the address of a sign.
    • Various attachment components.
    • Cable wiring diagrams.

    • How to jumper a sign for RS-232 or RS-485 operation.

  You may download this manual at the following Internet address:

  https://alpha-american.com/9700-0112.html

  • The Alpha ACD Statistics Display System manual serves both installation and operational needs.

    • It contains a complete implementation plan, including a convenient checklist for ordering required items from various vendors.
    • It describes: (1) installing the Alpha Controller, (2) connecting the Remote Access Modem, (3) mounting the Alpha LED Display(s), (4) cabling and connecting the Alpha LED Displays to the Alpha Controller, (5) cabling and connecting the Alpha Controller to the ACD phone system, and (6) installing and configuring the Alpha Messaging software for each Supervisor.
    • It explains how to change thresholds; how to change Skillset names and sign abbreviations; how to compose messages using the message editor, and how to exit and restart the system.

    • It describes in detail the 25 special effects, time of day, animations, international characters and other readerboard features.

  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, 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 and support programs and diagnostics pre-loaded.

• User Logins and Passwords must be assigned by the Network Administrator and Telecom Manager for use by the Alpha Controller. The Alpha Controller operates as a Supervisor on the Symposium system, and certain Supervisor privileges are required. Limited read, write and erase privileges are also required on the LAN and on 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. 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 upon receipt of order or upon request.

• Modem Phone Line -- A modem (analog) line and telephone jack must be installed near the Alpha Controller to connect the Alpha External Modem. This phone line is used to install the Alpha software and to modify the software to your exact requirements. It is also used to troubleshoot problems, if and when problems 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, and the Transformer for the RS-232/485 Converter Box. 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). You have a choice of displaying both ACD statistics and supervisor messages on the same readerboard or you can use two readerboards ? one for messages and one for ACD statistics. If you have a large Call Center, you may need more than one readerboard for everyone to be able to see a display. In large service areas, multi-line AlphaVision readerboards are sometimes required for all agents to be able to see their ACD statistics, depending on how the agents' desks are situated in the room.

• Sign Connectivity Items -- These items are required to connect the signs to the Alpha Controller.
  • Alpha RS-232 to RS-485 Converter Box ? Converts information from RS-232 to a protocol that will travel up to 10,000 feet over RS-485 Network Cable.
  • Alpha RS-232 Type ?A? Serial Cable ? Connects Converter Box to Alpha Controller.
  • RS-485 Modular Cable ? One for each readerboard. Connects readerboard to Network Adapter
  • RS-485 Network Adapter ? One for each readerboard. Connects Network Cable and Modular Cable.

  • RS-485 Network Cable ? Connects Converter Box to each Network Adapter.

• Alpha Call Center Statistics Display System -- Includes:
  • Alpha Call Center Statistics Display System Software -- connects to your Symposium system via C-LAN, reads and formats your ACD statistics and messages, and displays the information on your Alpha readerboards.
  • Networking Alpha Signs Manual and Alpha Call Center System Manual.
  • Software support for one year.
  • Training assistance by phone as needed.
  • Technical and customer support for one year.

  • One-year parts and labor depot warranty.

• Alpha Controller -- A correctly-configured, thoroughly-tested computer system, monitor, and modem with software pre-loaded on the hard disk drive.

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.

• Extended warranty and technical support contract -- Not required. Service and support are provided at no charge.

The information and availability of hardware and software described in this brochure are subject to change without notice. Meridian 1, MPDA, MCA, MAX, and Symposium are trademarks of Nortel. MS-DOS, Windows and Windows 2000 Professional are trademarks of Microsoft Corporation. Alpha is a trademark of Adaptive Micro Systems. Pentium and Celeron are trademarks of Intel.

Ordering Info:

• For prices, please call Alpha-American Programmable Signs 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.

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