Electronics America Network Router User Manual

Chapter 12 Automatic Call Distribution with MIS
Page 12- 4 UNIVERGE NEAX 2000 IPS Request for Proposal (RFP) Reference Guide
Issue 6
The CallCenterWorX ACD 3.0 for Business suite includes the Automatic Call Distribution
(ACD) system and the Management Information System (MIS 3.0). The ACD system
supplements the call processing capabilities of the PBX, with typical call routing designed to
connect each caller with the most appropriate agent to handle their call in the shortest time
possible.
When the CallCenterWorX ACD system accepts a call, it can be configured to play a message
to the caller and route the call in a pre-specified order to a queue of waiting calls for a
particular split (group of agents). The queued call is then answered in sequence by the next
available agent in that split. The Call Control Vectors of the CallCenterWorX ACD system allow
great flexibility in routing calls, permitting alternate solutions to fit almost any situation.
As each call progresses through the system, the CallCenterWorX ACD system provides data
to the CallCenterWorX MIS 3.0, which translates the call-handling data into meaningful
statistics. The MIS uses these statistics to offer call center managers and supervisors access
to real-time and historical data concerning incoming and outgoing call volume.
The CallCenterWorX MIS Status Screens (Real-time Screens) provide color-coded, up-to-the-
second views of agent, queue, and system activity. Statistics on the call volume and agent
effectiveness are computed in real-time and are displayed for the current hour and day on
supervisors’ screens. Optional wall display boards can show current statistics and messages
to call center personnel.
The call statistics are also collected in the MIS database and used to generate reports in text
or graphical format. These reports and graphs can be printed for a view of activities ranging
from a graph updated in the last second to a retrospective report ranging back up to 1.5GB
worth of data.
CallCenterWorX ACD Features
1. Runs on the Windows 2000 Professional operating system using Client/Server architecture, making
information and processing directly available from the desktop interface.
 The MAT Client as a remote PC runs on Windows 2000 Professional or Windows XP.
2. A capacity of 10 to 120 positions, depending upon licensing, application, and PBX platform.
3. Can support up to nine tenants.
4. Uses a GUI interface to make commands and controls easily accessible to the user.
5. Routes incoming calls using:
 User-defined sets of call handling instructions named Call Control Vectors (CCVs), week
schedules, and holiday schedules.
 A system of priorities and call overflows designed to deliver calls rapidly and efficiently to the
appropriate split or agent.