User`s guide

15(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
CALL CENTRE ASSISTANT (CCA)
General
Call Centre Assistant (CCA) is a client/server
application providing advanced call management, call
centre statistics, screen pop of customer data and
abandoned queued calls lists to call centre agents and
supervisors. CCA puts ACD and telephony
functionality of supervisors and agents (users) onto
the PC screen. It is intended for call centre agents and
supervisors as well.
Use
Adding the CCA to the BusinessPhone call centre
offering, fulfils the customer needs for improved call
centre performance. By truly integrating the computer
and the ACD functionality of the BusinessPhone, CCA
provides full control of the agent’s telephone from the
PC. It provides the agent with the ability to perform all
agent related activities, including logging on to ACD,
marking themselves ready for ACD-groups, managing
clerical time, entering call codes, monitoring other
agents, sending messages and more.
CCA is positioned as a tool supporting the agent and
the supervisor in their essential daily tasks in efficient
sophisticated small to medium sized call centres.
Server PC
ASB 150 02
V.24
ELU-D
ELU-D
ELU-D
CCS Standard V2.x
(BusinessLink for Windows NT,
Call Centre Assistant (server))
LAN (Win NT)
CCA client
BL NT client
CCA client
BL NT client
CCA client
BL NT client
TCP/IP
CPU-D_
Database
Operator Suite