User`s guide

5(21)
Datum/Date Rev
Dokumentnr/DocumentnrUppgjord/Prepared
Dokansv/Godkänd - Doc respons/Approved Kontr/Checked Tillhör/Referens-File/Reference
99-07-15 E
108/155 34-ASB 150 02 Uen
FACILITY DESCRIPTION
Faktaansvarig - Subject responsible
ly diverted or automatically redirected calls received by
the group, is also stated. It is also possible to use more
than one call code for characterizing a completed call.
Coding of ACD-calls
To each incoming ACD-call the agents can assign a
call code. The agent can enter it by using the
telephone key set. The entered call codes will be listed
then in this report. The report supplies the total
number of calls in each category. Up to 200 different
codes can be used.
Formatting of reports
The main reports can be formatted in a number of dif-
ferent ways in order to obtain reports. See table next
page.
Different report formats are possible:
• character-separated files
• comma-separated files (CSV)
• crystal reports (RPT)
• Data Interchange Format (DIF)
• Excel 2.1 (XLS)
• 3.0 (“)
• 4.0 (“)
• 5.0 (“)
• Lotus 1-2-3 (WK1)
• (WK2)
• (WK3)
• Quattro Pro 5.0 (WB1)
• Record Style
• Tab-separated text
• Tab-separated values
•Text
• Word for DOS
• Word for Windows
• Word Perfect
New features in CCS Standard V2.x
• Possibility to run under MS Windows 95
• Non ACD information
• ACD Pause information
• Banded Alarms
It is possible to generate alarms for elements that
are within a band or that are outside of a band.
• Print Queue Management
Makes it possible to view the reports that are
queued for scheduled printing during the current
day. The user will be able to delete any report in
the queue, but it is not possible to change the
time of printing.
• Macro Scheduling
A new dialog was added to allow the user to
schedule macros for printing.
• Enhancement of External Device Driver
• A new protocol for driving external devices was
created for CCS. This will allow different types of
external devices to be connected to the CCS, not
just wallboards.
• New Graphical Reports
ACD Group Calls Answered Graphical report
ACD Group Calls Abandoned Graphical report
ACD Group Agent Activity Graphical report
ACD Group Call Breakdown Graphical report
ACD Group Call Handling Graphical report
• Crystal Reports V5.o
CCS is shipped with the most up-to-date version
of the Crystal Reports runtime engine.
• Auto Reboot
The CCS can now be configured to automatically
reboot once a week.
Capacity
The Application software is designed for a maximum
capacity of:
• 30.000 calls/day
• 4000 calls/hour
• 8 ACD-groups
• 60 trunk lines