Alpha Call Center System Demonstrations

These demonstrations are .avi video files that begin playing with Windows Media Player when you click the link. You may also right-click on the links to download and save the demonstration files on your computer. We recommend that you use the latest version of Windows Media Player.

Remote Message Editor - The Alpha Call Center System allows Supervisors to compose and send messages to Alpha LED Displays and Popup ACD Displays from their own workstations using a browser-based message editor. This video shows how a Supervisor selects the desired target sign(s), uses the drop-down menus to insert a Mode code and Color code into the message, types text, sends the message, and closes the editor.

Popup ACD Display - The Alpha Call Center System has a broadcast feature that displays ACD statistics and messages in a miniature ACD Popup Display window on Agent and Supervisor workstation screens. This video shows the Popup ACD Display on top of the Remote Message Editor screen. The Title bar on the Popup ACD Display shows how often the statistics are updated by showing the time statistics were last updated. The Popup ACD Display may be dragged to any location on the screen using the mouse, and the Title bar may be removed by clicking the Popup ACD Display.

Popup ACD Display - This video shows a closeup view of the Popup ACD Display with a sample message. It shows how the Popup ACD Display can be dragged to any location on the screen. It shows how the Title bar can be turned off. It also shows how the Configuration screen can be displayed.

Popup ACD Display - This video shows the Popup ACD Display with its Configuration screen open, and it shows how the queues (or skillsets) being displayed are selected from the list of all queues being monitored.

Setting Thresholds - The Supervisor can set Thresholds for any ACD statistic being monitored by the Alpha Call Center System. Threshold settings specify the conditions that cause the various ACD statistic fields to change color from green to amber to red. Calls Waiting, Longest Call Waiting, and Available Agents usually have Threshold settings. This video shows a Supervisor changing Threshold levels in the Rockwell Version of the Alpha Call Center System.

Setting Thresholds - This video shows a Supervisor changing Thresholds in the Symposium Version of the Alpha Call Center System.

Activating the Audible Alert and Setting the Beep Interval - The Alpha Call Center System will trigger an Audible Alert when conditions, such as too many calls waiting, activate the red Threshold level. The Audible Alert feature may be turned on or off easily. The Audible Alert can sound once, or it can continue to sound over and over until the red Threshold condition ends. The Supervisor may specify how often the Audible Alert will sound as long as the red Threshold condition exists. These settings control the Audible Alert in each Alpha LED Display. They also activate the Audible Alert .wav file in the Popup ACD Display. This video was captured on a Nortel Symposium version of the Alpha Call Center System.

Defining the Skillset Name - When more than one queue or skillset is being displayed on an Alpha LED Display or Popup ACD Display, the queue must be identified with a short title. This video shows how to to enter the Skillset name that displays on the Alpha LED Displays and on the Popup ACD Displays. This video was captured on a Nortel Symposium version of the Alpha Call Center System.

Adding a Skillset to a Sign - The Supervisor may add any queue or skillset to any sign. This video shows how this is done. The video was captured on a Nortel Symposium version of the Alpha Call Center System.

Alpha Sign Screen View - The Alpha Call Center System software displays on-screen views of the ACD statistics and Supervisor messages currently being displayed on each Alpha LED Display and Popup ACD Display. The simulator gives the Call Center Supervisor or the Alpha-American remote support technician visual feedback of how the system is performing. This video displays five sign addresses using four unique layout profiles.

These demonstrations are Real Media .rm video files that play when you click on the link, if you have the Real Media Player installed on your computer. If you don't have the Real Media Player installed, you will be prompted to download the file; however, you won't be able to play the file on your computer until you have the Real Media Player.

Alpha Sign Screen View - The Alpha Call Center System software displays on-screen views of the ACD statistics and Supervisor messages currently being displayed on each Alpha LED Display and Popup ACD Display. The simulator gives the Call Center Supervisor or the Alpha-American remote support technician visual feedback of how the system is performing. This video displays one sign address with one queue.

Alpha Sign Screen View - The Alpha Call Center System software displays on-screen views of the ACD statistics and Supervisor messages currently being displayed on each Alpha LED Display and Popup ACD Display. The simulator gives the Call Center Supervisor or the Alpha-American remote support technician visual feedback of how the system is performing. This video displays two sign addresses using two unique layout profiles. One sign address has one queue. The other sign address has two queue.

Defining the Skillset Name - When more than one queue or skillset is being displayed on an Alpha LED Display or Popup ACD Display, the queue must be identified with a short title. This video shows how to to enter the Skillset name that displays on the Alpha LED Displays and on the Popup ACD Displays. This video was captured on a Nortel Symposium version of the Alpha Call Center System.

Adding a Skillset to a Sign - The Supervisor may add any queue or skillset to any sign. This video shows how this is done. The video was captured on a Nortel Symposium version of the Alpha Call Center System.

Setting Thresholds - The Supervisor can set Thresholds for any ACD statistic being monitored by the Alpha Call Center System. Threshold settings specify the conditions that cause the various ACD statistic fields to change color from green to amber to red. Calls Waiting, Longest Call Waiting, and Available Agents usually have Threshold settings. This video shows a Supervisor changing Threshold levels in the Symposium Version of the Alpha Call Center System. This version is capturing both Skillset statistics and Application statistics. The Simulator shows three sign addresses. All three signs use the same layout profile.

Setting Thresholds - This video shows how Thresholds are set on the Rockwell version of the Alpha Call Center System. This customer's system is monitoring one Rockwell report.

Activating the Audible Alert and Setting the Beep Interval - The Alpha Call Center System will trigger an Audible Alert when conditions, such as too many calls waiting, activate the red Threshold level. The Audible Alert feature may be turned on or off easily. The Audible Alert can sound once, or it can continue to sound over and over until the red Threshold condition ends. The Supervisor may specify how often the Audible Alert will sound as long as the red Threshold condition exists. These settings control the Audible Alert in each Alpha LED Display. They also activate the Audible Alert .wav file in the Popup ACD Display. This video was captured on a Nortel Symposium version of the Alpha Call Center System.

Popup ACD Display with Messages - The Alpha Call Center System has a broadcast feature that displays ACD statistics and messages in a miniature ACD Popup Display window on Agent and Supervisor workstation screens. This video shows the Popup ACD Display with ACD statistics and with a message playing. It also shows how Popup ACD Display messages are composed in the Popup Message Editor.