User`s guide

14(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
5. WALLBOARD SUPPORT
The CCS Standard supports wall boards and has the
necessary user interfaces for Wall Board messaging.
The CCS Basic does not support Wallboards.
6. BASIC MANPOWER PLANNING TOOL
The CCS Standard has an integrated manpower
planning tool that allows the user to calculate the
number of agents needed according to average speed
of answer, average talk time, average clerical, and total
call volume per specified period. This integrated
module uses standard statistics calculating tools
(Erlang B and Erlang C). It also works in reverse and
lets the user calculate for example average speed of
answer of Service Levels from certain assumed
staffing quantities. The CCS Basic does not support
this Manpower Planning Tool.
7. OPERATION AND MAINTENANCE
Both software packages are provided with the basic
configuration information from the ASB 150 02
automatically when the CCS is connected.
System
Configuration
parameters
CCS
Standard
CCS
Basic
Agent Groups yes no
ACD Group names yes yes
Agent Details yes yes
Agent PIN's yes yes
Wall Board
Messages and
schedules
yes no
ACD Queue
Thresholds&Alarms
for : Service Level,
Short Calls,
Abandoned Calls
yes yes
Setting of System
Reset Time
yes yes
Call Code Details yes yes
Operation and
Maintenance
Commands
CCS
Standard
CCS
Basic
Time to First Voice
Answer
yes yes
Time to Second Voice
Answer
yes yes
Type of Queue
Messages (Expected
Waiting Time or
Queue Position)
yes yes
Maximum Queue Size yes yes
Maximum Queue Size
option (fixed or
dynamic)
yes yes
Time to Set Agent
Passive
yes yes
Maximum Clerical
Time
yes yes
Pin Code (required/
not required)
yes yes
Call Code (required/
not required)
yes yes
Other important O&M
features
System Security
(passwords for
different users)
yes yes
System Configuration
Print out/Export
yes yes
System Log files yes yes
Exception Log yes yes
Diagnostic Log yes yes
System Log yes yes
Event Log yes yes