Question: What is the Alpha Call Center System, and how does it work?

Answer:

The Alpha Call Center System is software, hardware, and connectivity items, installed by our experienced staff. These items are usually installed at the facility where the phone system is located.

The Alpha Call Center System displays real-time ACD statistics and Supervisor messages in any location that has access to the company's network.

Alpha Call Center System software connects to the ACD phone system using a variety of methods. It then gathers various ACD statistics, such as Calls Waiting, Longest Call Waiting or Oldest Call, Agents Staffed, Agents Not Ready, Agents Available, Agents on ACD Calls, Service Level, Abandoned Calls, Total Calls and Average Speed of Answer, from your ACD system and it displays those ACD statistics on one or more ACD readerboards in a format that you have specified. The Alpha LED ACD readerboards continuously alert your Agents to changing conditions by changing the color of displayed statistic fields, by flashing the information, and by triggering audible alerts.

Remote Messaging software allows your Supervisors to type messages on their own computers, using a browser-based messaging system and Internet Explorer. Supervisors can send messages to any of your readerboards.  

Popup ACD software displays your ACD statistics in a little "sign" window on the desktop of your Agents' PCs.  This is convenient when an Agent or Supervisor cannot see a readerboard and doesn't have access to an ACD management report.

You may see sample of our ACD screens and Supervisor messaging screens on our web site. Click here for an index of the various phone systems we have listed.: 

A complete Alpha Call Center System consists of the following components:

1. Alpha Call Center Software - this is software displays real-time ACD statistics and Supervisor messages on Alpha displays (readerboards). 
2. Alpha Remote Messaging Software - this is software that runs on the Alpha Server PC. It allows Supervisors to compose messages on their own workstations using a browser ( Internet Explorer, Mozilla, Firefox, Netscape, Opera), and send the messages to any Alpha display or group of Alpha displays, and to Popup windows on Agent's workstations.
3. ACD Popup Display - the Alpha Call Center System will display real-time ACD statistics in a simulated readerboard on Agent and Supervisor screens, when the Agents and Supervisors can't see the LED display.
4. Alpha Server PC - You'll need to provide a server PC.  This is usually a Pentium 4, Celeron, or equivalent PC.  It may or may not be dedicated to the Alpha Call Center System. The Alpha Server:
• Connects to the Alpha displays using RS232, RS485, or TCP/IP connectivity.
• Connects to Supervisor and Agent workstations by TCP/IP.
• Connects to the Symposium CLAN by TCP/IP.
• Uses pcAnywhere or VPN to connect with Alpha-American for remote installation and support.  This capability is activated when remote access is needed and disabled when support is not needed.
5. ACD Displays are Alpha LED Displays - several LED models are popular in Call Centers.  I've listed these in the next section.
6. Connectivity Items between the Alpha PC and Alpha LED Displays - you may choose RS232, RS485, or TCP/IP connectivity.  These are described below.
7. Installation and Customization - The software is tailored to your specific requirements and to your phone system.
   

The size of the display that you choose should be based on the number of characters that you wish to see displayed on the readerboard at one time.  For example, if you want the sign to display:

         01 1:10 22 100%

where:

        01 is Calls Waiting
        1:10 is Longest Wait
        22 is Agents Available
        100% is Service Level

then you would need a model that displays at least 15 characters and spaces on a line.  If  you want the sign to display titles also, such as:

        CW  LW  AV  SL

where:

        CW is Calls Waiting
        LW is Longest Wait
        AV is Agents Available
        SL is Service Level

then you would need an ACD display with at least two lines.

This is the logical way to determine which ACD display you need.

All of the following recommended ACD displays have these characteristics:

• Tricolor - ACD statistics and Supervisor messages can be displayed in green, amber, red, and three rainbow combinations.   The Alpha Call Center System software color-codes the displayed information based on thresholds that you define, i.e., normal values are displayed in green, and alert conditions are displayed in amber and red.  Titles are displayed in amber or rainbow.
• RS232 and RS485 connectivity options are built in.
• Ethernet connectivity is available as an option.
• 32K or More - One-line and two-line models have a 32,000 character memory.  Alpha 7000 models store 128,000 characters. Alpha Premiere 9000 models store 256,000 characters.
• Multiple Fonts - Each model displays several character styles and fonts.  For a list of the character styles that each sign can display, please click the link for the sign.
• All ACD displays can display text, graphics, and animations. 
• Installation hardware is included.

• the Alpha 215C (fifteen-character display)
• the Alpha 220C (twenty-character display)

• the Alpha 4080C (thirteen-characters per line display)
• the Alpha 4120C (twenty-characters per line display)
• the Alpha 4160C (twenty-six characters per line display) 
• the Alpha 4200C (thirty-three characters per line display)

• the Alpha 7080C (thirteen-characters per line display)
• the Alpha 7120C (twenty-characters per line display)
• the Alpha 7160C (twenty-six characters per line display)
• the Alpha 7200C (thirty-three characters per line display)

• the Alpha Premiere 9120C (twenty-characters per line display)
• the Alpha Premiere 9160C (twenty-six characters per line display)
• the Alpha Premiere 9200C (thirty-three characters per line display)

Connectivity Options

To connect the signs to your computer, you may use an RS232 Cable, an RS485 Converter Box, or you may use an Alpha Ethernet Adapter in a wired or wireless network. Details are provided below.

• RS232 - When you have a single Alpha display, you may run a six-conductor, silver-satin, modular RS232 cable up to 50 feet from the display to the messaging PC.
• RS485 - When you have multiple Alpha displays or a single Alpha display that is more than 50 feet from the messaging PC, you may run twisted pair cabling (Belden 8761 or CAT5) up to 4,000 feet from your Alpha display(s) to the 66- or 110-block in your phone closet and through risers to your phone room to wherever you have the messaging PC located.
• Ethernet - You may install one of several Ethernet Adapters on the Alpha display and send messages over your local area network. 
• Wireless - Alpha signs may be set up as wireless devices on your local area network.

• one Type A9 RS232 Cable (part number 1088-8634).
• one RS232 to RS485 Converter Box (part number 1088-1111).
• one RS485 Modular Cable (part number 1088-8624) per display.
• one RS485 Network Adapter (part number 4331-0602) per display.

Ethernet Adapters

Alpha displays can also be adapted to TCP/IP using one of several Ethernet Adapters and Serial Servers that are available.  The most popular one is the Alpha Ethernet Adapter Kit.  It is a 10/100 Base-T device, and it gets its power from the Alpha display.  For additional information on these devices, click http://www.alpha-american.com/p-alpha-ethernet-adapter.html

To read more about connectivity options, download the Networking Alpha Signs manual by clicking http://www.alpha-american.com/9700-0112.html.

• RS232 information is on pages 8, 10, 17, 23, 32, 35, 37, 42, 45, 46, 53, 54, and 78.
• RS485 information is on pages 6. 8-11, 14, 18, 22, 30, 33, 34, 36, 40, and 61.
• Ethernet information is provided on pages 4, 12-14, and 25-27.
  

Installation

Installation of the Alpha displays is quite simple.  An installation kit is included with each display.  As an option, we offer complete on-site turnkey installation of the display.  One 120V AC electrical outlet is required.

Training and Support

There is no charge for training or support, there is no annual maintenance agreement needed on signs or software, and there is no charge to call us anytime for assistance.  We are available seven days a week, all year round.  When you receive your Alpha displays, we will be happy to assist you on-site with installation, with technical and programming questions, and we will train your key operators.  We can do this by phone, and we can also arrange to assist you on site. 

Warranty

The Alpha Call Center System is covered by a lifetime warranty. Any problems that occur will be fixed right away and sent to you. There is no annual maintenance fee for the Alpha Call Center System software. There is no fee for calling Alpha-American with technical questions or with training requests.

Alpha display models are covered by a one-year manufacturer's warranty; however, Alpha-American Programmable Signs extends the warranty to two years at no additional charge.  If a sign has a problem, send it to us, and it will be repaired and returned to you at no cost.  After the warranty period, the display will be repaired for a fixed price, which includes return shipping.  No annual maintenance program is needed.

Additional Information

Please contact us with any questions you have. We will be happy to prepare a quotation for the items that you require.

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