DIGITAL PBX GENERAL DESCRIPTION

Transcription

1 PERCEPTION exp TOSHIBA PUBLICATIONS DECEMBER 99 DIGITAL PBX COPYRIGHT 99 TOSHIBA AMERICA INFORMATION SYSTEMS, INC. All rights reserved. No part of this manual, covered by the copyrights hereon, may be reproduced in any form or by any means graphic, electronic, or mechanical, including recording, taping, photocopying, or information retrieval systems without express written permission of the publisher of this material. Issue

2 TOSHIBA SYSTEM PRACTICES ACD/MIS SYSTEMS TOSHIBA PUBLICATIONS DECEMBER 99 ACD/MIS COPYRIGHT 99 TOSHIBA AMERICA INFORMATION SYSTEMS, INC. All rights reserved. No part of this manual, covered by the copyrights hereon, may be reproduced in any form or by any means graphic, electronic, or mechanical, including recording, taping, photocopying, or information retrieval systems without express written permission of the publisher of this material.

3 TOSHIBA AMERICA INFORMATION SYSTEMS, INC. PUBLICATION INFORMATION Toshiba America Information Systems, Inc., Telecommunication Systems Division, reserves the right, without prior notice, to revise this information publication for any reason, including, but not limited to, utilization of new advances in the state of technical arts or to simply change the design of this document. Further, Toshiba America Information Systems, Inc., Telecommunication Systems Division, also reserves the right without prior notice, to make such changes in equipment design or components as engineering or manufacturing methods may warrant. WARRANTY Toshiba America Information Systems, Inc., ( TAIS ) warrants that this telephone equipment (except for fuses, lamps, and other consumables) will, upon delivery by TAIS or an authorized TAIS dealer to a retail customer in new condition, be free from defects in material and workmanship for twelve () months after delivery. This warranty is void (a) if the equipment is used under other than normal use and maintenance conditions, (b) if the equipment is modified or altered, unless the modification or alteration is expressly authorized by TAIS, (c) if the equipment is subject to abuse, neglect, lightning, electrical fault, or accident, (d) if the equipment is repaired by someone other than TAIS or an authorized TAIS dealer, (e) if the equipment is defaced or missing, or (f) if the equipment is installed or used in combination or in assembly with products not supplied by TAIS and which are not compatible or are of inferior quality, design, or performance. The sole obligation of TAIS or Toshiba Corporation under this warranty, or under any other legal obligation with respect to the equipment, is the repair or replacement by TAIS or its authorized dealer, with new or refurbished parts (at their option) of such defective or missing parts as are causing the malfunction. If TAIS or one of its authorized dealers does not replace or repair such parts, the retail customer s sole remedy will be a refund of the price charged by TAIS to its dealers for such parts as are proven to be defective, and which are returned to TAIS through one of its authorized dealers within the warranty period and no later than thirty () days after such malfunction, whichever first occurs. Under no circumstances will the retail customer or any user or dealer or other person be entitled to any direct, special, indirect, consequential, or exemplary damages, for breach of contract, tort, or otherwise. Under no circumstances will any such person be entitled to any sum greater than the purchase price paid for the item of equipment that is malfunctioning. To obtain service under this warranty, the retail customer must bring the malfunction of the machine to the attention of one of TAIS authorized dealers within the twelve () month period and no later than thirty () days after such malfunction, whichever first occurs. Failure to bring the malfunction to the attention of an authorized TAIS dealer within the prescribed time, results in the customer being not entitled to warranty service. THERE ARE NO OTHER WARRANTIES FROM EITHER TOSHIBA AMERICA INFORMATION SYSTEMS, INC., OR TOSHIBA CORPORATION WHICH EXTEND BEYOND THE FACE OF THIS WARRANTY. ALL OTHER WARRANTIES, EXPRESS OR IMPLIED, INCLUDING THE WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, AND FITNESS FOR USE, ARE EXCLUDED. No TAIS dealer and no person other than an officer of TAIS may extend or modify this warranty. No such modification or extension is effective unless it is in writing.

4 DECEMBER 99 TABLE OF CONTENTS PARAGRAPH SUBJECT PAGE INTRODUCTION... Purpose... Organization... Supporting Documentation... ACD OVERVIEW... General... Station Access... Trunk Access... SYSTEM FEATURES... Overview... AGENT FEATURES... Overview... SUPERVISOR FEATURES... Overview... FEATURE INTERACTION... 9 Overview... 9 MANAGEMENT INFORMATION SYSTEMS SMIS AND MIS... Overview... SMIS System Configurations... Supervisor Displays... Supervisor Reports... PROPRIETARY MANAGEMENT INFORMATION SYSTEM... Overview... System Configurations... Maintenance and Administration... TABLE LIST TABLE TITLE PAGE A SYSTEM ACD CAPACITIES... B ACD TIMING PARAMETERS... C ACD FEATURE LIST... D ACD/MIS PROCESSOR FEATURES... -i-

5 DECEMBER 99 FIGURE LIST FIGURE TITLE PAGE TYPICAL ACD APPLICATION... PERCEPTIONexp/MIS INTERACTION... 9 SMIS MENU HIERARCHY... SMIS AGENT STATISTICS DISPLAY... SMIS AGENT STATUS DISPLAY... SMIS ACD GROUP TRAFFIC DISPLAY... SMIS ACD SYSTEM STATUS DISPLAY... SMIS AGENT PERFORMANCE REPORT... 9 SMIS AGENT STATISTICS REPORT... SMIS DELAYED CALL SPECTRUM REPORT... SMIS ACD GROUP OVERFLOW REPORT... SMIS INCOMING CALL DURATION SPECTRUM REPORT... SMIS LOST CALL SPECTRUM REPORT... SMIS ACD SUPERVISOR'S GROUP REPORT... 9 SMIS SYSTEM STATUS REPORT... 9 SMIS AGENT WORK UNIT REPORT... SMIS ACD WORK UNIT REPORT... -ii-

6 DECEMBER 99 INTRODUCTION Purpose This document provides general information on the Toshiba PERCEPTION Automatic Call Distribution/Management Information System features. It gives an overview of the system s various features, and describes the user interface and the MIS and Software MIS (SMIS) features. Organization The information contained in this document is organized into the following sections: -Introduction: Explains the purpose and organization of the PERCEPTION ACD General Description and provides a list of supporting documentation. -ACD Overview: Describes the general capabilities, capacities, and operational characteristics of the PERCEPTION ACD features. -System Features: Describes all features that are available to the PERCEPTION ACD. -Agent Features: Describes all features that are available to each agent assigned to the PERCEPTION ACD. -Supervisor Features: Describes all features that are available to each supervisor assigned to the PERCEPTION ACD. -Feature Interaction: Describes the feature interaction between PERCEPTION and the ACD features. -MIS System Specification: Describes the physical and functional characteristics of the MIS applications processor used in conjunction with the PERCEPTIONexp ACD and Software MIS (SMIS). Supporting Documentation The following documents can be used to reference further information about the PERCEPTION ACD and MIS features: MIS Manual: Provides instructions for using the MIS application with PERCEPTIONexp including how to use the supervisor features, accessing MIS displays and printed reports. Describes the functions used by the System Administrator to establish, alter, and maintain the features and functions. Includes the installation, maintenance, operation, and administration for the Strata DK and Perception. Digital Telephone User Guide: Explains all procedures used to efficiently operate digital telephones in the PERCEPTIONexp system. Electronic Telephone User Guide: Explains all procedures used to efficiently operate electronic telephones in the PERCEPTIONexp system. Feature Descriptions: Describes each PERCEPTIONexp feature, including those associated with the PERCEPTION ACD and explains feature interaction and call termination. PERCEPTIONexp General Description: Describes the system configuration, operation, features, and physical characteristics of the PERCEPTIONexp PBX. Software MIS (SMIS) Supervisor s Guide: Provides descriptions, examples, and instructions on using the Software MIS application with PERCEPTIONexp. It also includes instructions for STRATA DK and PERCEPTION. ACD OVERVIEW General Automatic Call Distribution is the most costeffective method for distributing incoming calls to PBX-based call centers. Such centers can be telemarketing, inside sales, customer service, technical support, or any other group that handles a large number of incoming calls. are distributed evenly on a timed basis so that over a given period of time all agents in the group will have spent approximately the same amount of work time on ACD calls. Or, the customer can choose to distribute calls on a "First Available Agent Next" basis, meaning that it equalizes the number of ACD calls received by agents. --

7 DECEMBER 99 PERCEPTION ACD provides the automatic distribution of a large number of incoming calls to prearranged groups of ACD agent positions. (Figure ). The calls are served in the order of arrival and are evenly distributed among the ACD agents. The ACD feature also enables the end-user to provide up to three different announcements per group to incoming calls when no agents are available to handle the calls, or when the ACD group is in a shutdown mode of operation (e.g., after-shift operation). that have been in queue for a predetermined waiting time can be set to overflow to another ACD group, another station, a Master Distributed Hunt group, the attendant console, a voice mail port, or Night Bell (UNA). The system periodically "looks ahead" so that calls will immediately be routed to the overflow destination. Additionally, calls received after shift can be routed to an alternate answer point such as another station, the attendant console, another ACD group, or a voice mail box for handling. ACD features are contained in a value-added module in the PERCEPTION software, and requires software version D. or later for all hardware models. The Management Information System (MIS) feature enables the end-user to monitor and control the operation of each ACD group or agent. Because ACD usually generates either revenue or expense, MIS provides the critical information required to configure the appropriate agent staffing and system trunking levels to ensure optimum productivity and cost efficiency. It also enables the end-user to monitor and evaluate the performance of individual agents and groups. MIS is provided by an external application processor which receives relevant data from PERCEPTIONexp. This data is then organized into status displays and historical reports that can be either displayed at supervisor terminals or printed out. Supervisors can oversee the ACD operation through real-time group and agent statuses displayed on the supervisor terminals. This enables the supervisor to monitor the performance of the group and individual agents and control the assignment of agents for optimum use of resources. Perception PBX CO Trunks ACD GROUP # (Inside Sales) Foreign Exchange Trunks TIE Trunks ACD GROUP # (Technical Support) WATS Trunks DID Trunks ACD GROUP # (Customer Service) Other Trunks PBX-Only Stations FIGURE TYPICAL ACD APPLICATION --

8 DECEMBER 99 The ACD function provided by PERCEPTION encompasses three categories of features relevant to system, agents, and supervisors. Refer to Tables A ~ C for a summary of the ACD capacities, timing parameters, and features. Table D is a listing of the ACD/MIS processor features. Feature definitions are described in Sections,, and. Interaction of ACD features and other PBX features are explained in Section. Section describes the MIS processor models and the features they provide. Station Access ACD agents can use Toshiba proprietary digital or electronic telephones, or simply the standard (-series) telephones. The ACD supervisors must use either digital telephones or electronic telephones. The use of multi-line telephones permits the end-user to assign agent features to flexible feature buttons for easier, more efficient operation. The LCD multiline telephones allow both the supervisors and agents to use valuable displayed information such as the number of calls waiting in the group's queue and the length of time spent on each ACD call. The following is a brief description of the instruments that can be used as ACD agent stations: Digital Telephone: The PERCEPTIONexp or -button LCD digital telephone (SD or SD) are true speakerphones and have either or programmable buttons and a -character LCD. The alphanumeric LCD of the SD or SD provides information on the call that is being presented to the agent or supervisor. Agents will be able to see the following information: waiting in the group queue. spent on the current call. Wrap-up time remaining before the agent can receive the next ACD call. Alphanumeric name associated with the trunk over which the call was received. DNIS alphanumeric name associated with the numbers the caller dialed. Assistance Call and Unavailable status. Login prompt. Number of ACD Groups SYSTEM BASED Number of ACD supervisor directory numbers Number of ACD supervisor passwords Number of ACD agent identification (ID) codes Number of ACD active agents Number of overflows per call Waiting queue size (The size of the waiting queue is real-time, dynamically allocated and only limited to the maximum number of calls that the system can simultaneously handle.) ACD directory number buttons per station ACD supervisor buttons per station TABLE A SYSTEM ACD CAPACITIES Dynamic ( trunks max.) --

9 DECEMBER 99 PARAMETER DESCRIPTION MAXIMUM MINIMUM INCREMENTS Overall Queue Length of time a call will wait in queue before overflowing to an alternate answering position (User option). sec sec sec Ringback Tone r (RBT) Defines the time interval before connecting the ACD call to the first announcement while in queue. sec sec sec Music,, rs Defines the length of the interval between recorded announcements made to calls waiting in the group queue. During these intervals callers will either be connected to Music-on- Hold (MOH) or hear silence. sec sec sec Overflow The point at which calls in queue overflow to an overflow destination backup queue for answering. The system periodically "looks ahead" so that calls will be routed to the overflow destination when it is idle. Continuous look ahead occurs when no announcement ports are programmed. Otherwise it occurs at the end of MOH. TABLE B ACD TIMING PARAMETERS SYSTEM AGENT SUPERVISOR ACD Overflow to another destination After Call Work After Shift Service Call Distribution Data Collection and Reporting Delay Announcements and Music Overall Queue r Queuing ACD Call Status Display Assistance Auto-answer and Zip Tone Call Pick-up Intra-group Call Pickup Login/Logout Remote Login/Logout Ring State Preselection Unavailable Work Unit (Call Record Identifier) Agent Assistance Agent Monitoring Alarm Indication Inter & Intra Call Pick-up MIS Access REAL-TIME DISPLAYS HISTORICAL REPORTS OPTIONS Agent Statistics Agent Status Group Traffic Monitor System Status ACD Group Overflow Agent Performance Agent Statistics Agent Work Unit Delayed Call Incoming Call Duration Lost Call Supervisor Group System Status Work Unit Forecasting Billboard * The MIS processors will only connect to PERCEPTIONexp TABLE C ACD FEATURE LIST TABLE D ACD/MIS PROCESSOR FEATURES* --

10 DECEMBER 99 Supervisors will have the following information displayed on their sets: waiting in the group queue. Agent placing assistance request. Agent currently being monitored from the supervisor's set. Login prompt. Electronic Telephone: Any model of the PERCEPTIONexp electronic telephones can be used as an ACD agent position. However, due to the information that an LCD can provide, the -button electronic telephone (SD), with its -character LCD, can also be used as a supervisor station. Standard Telephone: A single-line instrument (DTMF-only) can be used for an ACD agent position. Agents will use a login/logout code, entered directly on the dialpad, to signal the system that they are available for ACD calls. All ACD agent features can be activated at a standard station set using dial access codes. Trunk Access Any type of trunk that is used with PERCEPTION will also be compatible with the ACD function of the system. will be routed to each ACD group via its unique group pilot directory number. From there, the ACD call will be distributed among the available agents according to the design of the particular group. Trunks can be programmed to automatically route to a particular ACD group according to the Inward Trunk Routing arrangement determined by the PERCEPTION programming. If the ACD agent station is a Liquid Crystal Display (LCD) multi-line telephone, any Dialed Number Identification Service (DNIS) calls that are routed to the agent's station will be provided with an alphanumeric identifier programmed for the dialed DNIS number. Non-DNIS calls received over Central Office trunks will provide whatever alphanumeric identifier that has been programmed for the particular trunk, over which the call was received. For each DNIS call routed into an ACD group, the system will send a message to the MIS processor so that this information can be included in the relevant agent and group reports. The trunks that are routed to an ACD group when PERCEPTION is in day operation can be directed to an alternate answering point during night operation. Likewise, trunk calls that are received at the operator console, or another PBX station, can be transferred into an ACD group by dialing the group's pilot number. Trunks can also be terminated at an automated attendant system. If this application provides branching menus to reach different destinations, the end-user can program specific ACD groups to coincide with the choices offered to the callers by the auto attendant. The following trunk types can be used with the ACD feature: CO Incoming/Outgoing: received on regular central office trunks can be routed directly into an ACD group or can be transferred into an ACD group from the attendant console or other central answering position. DID/CCSA: Callers outside of PERCEPTION can reach the ACD group directly when the pilot number of the ACD group is a Direct Inward Dial number, or a number that is part of a common control switching arrangement or private network. TIE Trunks: A distant PBX that is connected to PERCEPTION via TIE trunks will have the ability to dial an access code to seize its PBX's TIE trunk group, followed by the desired ACD group pilot number to reach an ACD group. WATS: that are received over incoming WATS trunks can be programmed to ring directly into an ACD group via the pilot number, or can be transferred from the attendant console or other answer positions. Incoming WATS calls can use the DNIS identifier transmitted by the telco or the long distance service to determine which of several ACD groups a particular call should be routed into. --

11 DECEMBER 99 SYSTEM FEATURES Overview An ACD group is usually composed of a number of agents handling similar types of incoming calls. Each ACD group is identified by an ACD pilot directory number which conforms to the PERCEPTION Universal Numbering Plan. Incoming calls can be connected to an ACD group directly when the Direct Inward Dialing (DID) number dialed is the pilot number of the ACD group, or when the calls are routed via Direct Inward Routing (Direct-in Line). can also ring directly into an ACD group via the ACD group pilot number when they are transferred from the attendant, from another PBX station, via the Call Forward feature, or via the Station Hunting feature. Agents in each ACD group are identified by an agent ID number. Agents log into the system by entering their ID from any telephone. Incoming ACD calls for the agent's group are then routed to that station. If an ACD directory number has been programmed for the station, ACD calls will ring in there; if not, they will ring in on the station's prime directory number. The ID number enables the agent to use virtually any station in the system as an ACD position; the agent simply logs on at any station using the agent ID number and the system will automatically route ACD calls to that location. The following is a list and brief description of the system features available with the PERCEPTION ACD. ACD Overflow: Allows the calls that have waited in queue for a predetermined length of time to be routed to an alternate destination for handling. The overflow destination can be the pilot number for another ACD group or a Distributed Hunt group, the attendant console, another system directory number, a voice mail box, an external directory number, or a station or trunk announcement port. Each overflow destination can be the overflow point for multiple ACD groups. Each ACD group queue is associated with an overflow threshold which governs the disposition of calls to be overflowed. Overflow can be set to occur after a user-specified time in queue. PERCEPTIONexp utilizes a look-ahead overflow. This means the call does not overflow from the group queue until the overflow destination is available to take the call. This feature maximizes the probability that the call will be handled by the most appropriate party. The system will look ahead repeatedly until an overflow destination is available, or the call is answered by an agent in the primary group. When a call overflows, the total waiting time in queue and the announcement status (overflow disposition) will be carried into the overflow queue for further processing (e.g., statistics accumulation, call progress information displaying). If the overflow destinations are all busy, the call will not overflow; it will remain in the original group. After-call Work : Allows ACD agents to automatically enter an after-call work mode after disconnecting from an ACD call. This is sometimes referred to as "wrap-up time," and gives the agent a predetermined amount of time to complete work regarding the last ACD call (i.e., paperwork, order processing, filing, etc.). The agent position remains in this mode until the predefined After-call Work expires or the agent manually exits this mode. When an agent position is in after-call work mode, it is not available for ACD calls. This feature is available to agents only. After-shift Service: Allows calls directed to the ACD group to be routed to a predefined answering position when all agents have logged out of the ACD mode. Each ACD group can be programmed with one after-shift answering position. This can be any one of the following: another ACD group, the attendant console(s), an audible signaling device (night bell), another PBX station, a voice mailbox, or an answering/announcement machine. The group will remain in after-shift service until at least one agent logs into the ACD group, at which time PERCEPTION will resume routing calls into the group. Call Distribution: As calls arrive at an ACD group, if an agent position is available, the system will connect the call to the agent. ACD calls will automatically be distributed in a --

12 DECEMBER 99 uniform manner among available agents in a group. The system offers two different algorithms for ACD call distribution on a system-wide basis. Once an algorithm is selected, it is applicable to all the ACD groups. The two algorithms are Most-Idle-First (which equalizes the amounts of time agents spend on ACD calls) and Next-Available-First (which equalizes the number of ACD calls received by agents). Data Collection and Reporting: PERCEPTIONexp collects ACD related realtime data and transfers it in packets to the MIS processor. The MIS processor organizes the information into real-time displays, statistics, and reports. The information collected includes ACD call activities (before and after answer), agent status, average wait times, hang-ups, supervisor status, ACD queue activities, and PBX call activities (non-acd calls placed and received). Delay Announcements and Music: Provides announcements and music to unanswered calls in queue at predetermined time intervals. The system provides flexible announcement patterns which can be individually assigned to each ACD group by the customer. Up to three different announcements can be programmed per group. Each announcement may be customerprogrammed. The lengths of all music intervals are selected by each customer initially when the feature is programmed. connected to announcements will be synchronized to the beginning of the message. Announcement devices are customer provided. Queuing: Each ACD group has its own queue. When a call arrives at an ACD group, if no agent positions are available, it enters and waits in the queue until it is answered. are unloaded from the queue on a first-in, firstout basis as the agents become available. While waiting in the queue, calls may receive announcements and music, and/or forward to an overflow group. Overall Queue r: An overall queue timer can be programmed to set an absolute limit on the length of time any caller can spend in queue. When this timer expires, the caller is routed directly from the queue to the attendant console. The attendant can then handle the call as required, including routing the caller back into the ACD group's queue. AGENT FEATURES Overview A variety of agent features are provided for each ACD group. These will enhance the callprocessing abilities of each individual agent associated with the group. The following is a list and brief description of features available only to the ACD agents. ACD Call Status Display: This feature provides ACD agents (using a digital telephone with LCD) with a visual indication of ACD call progress information in addition to the standard display operation. When the agent position is in ACD mode, the number of ACD calls waiting in queue will be shown on the LCD (the call status information will also be shown on the LCD). Assistance: Allows an ACD agent to call the supervisor position for assistance. Activation of this feature, while in the talk state, will automatically place the current ACD call on hold and initiate an assistance call to the supervisor position. As soon as the supervisor answers the call, the agent may establish a three-way conversation or may talk privately with the supervisor and then return to the caller. Auto-answer with Zip Tone: When an ACD agent position is in the auto-answer mode (digital telephone feature) while using a headset, the system will provide an audible burst of tone to the agent position before connecting the agent to the incoming ACD call. Intra-group Call Pickup: Allows ACD agents to answer ACD calls to other agents within their group. Access to this feature is controlled by the station's Class of Service which determines the call pickup capability on an agent-by-agent basis (e.g., each station may be either provided or denied the ability to pick up calls, and/or be picked up). --

13 DECEMBER 99 Login/Logout: Allows ACD agents to start and end their shift by dialing their agent identification (ID) codes from the agent stations. When the agent logs into the system, the station is activated as an ACD position and is available for incoming ACD calls. Operating statistics are collected for the agent and output to a connected MIS processor until the agent logs out (station leaves the ACD mode). Remote Login/Logout: Allows an ACD agent to log into the system from a station which was not originally assigned to the ACD group. Once the agent logs into the system, the station enters the ACD mode and is available to receive ACD calls for the agent's group until the agent logs out. Ring State Preselection: When an ACD call rings an agent's station, that call is provided to the agent via automatic answer or when the agent goes off-hook. Unavailable: Allows an ACD agent to enter a state which makes the position temporarily unavailable to ACD calls without being logged out. Essentially, this state is used for short breaks from work. Work Unit (Stroke Count): Allows an ACD agent to use the agent station s dialpad to register a two-digit code which indicates the type of work being performed on the call. Each work unit code will be totaled individually for each agent or each ACD group, depending on the type display/report requested. The values of the codes are customer defined. An unlimited number of work units can be entered for each call and will be recorded on the MIS report for each call. Only the last work unit entered is output with the SMDR record for that call. SUPERVISOR FEATURES Overview For managerial purposes, ACD supervisors can access not only all the standard PBX features, but also specific ACD features that are available only to the supervisor position. The supervisor position is identified by a supervisor's ACD directory number. Each supervisor can supervise only one group at a time. It is highly recommended that the supervisor uses an LCD telephone. The following ACD features are available only to the supervisor position. Agent Assistance: Provides visual indication to the supervisor position when an agent Assistance Call takes place. If the position is idle, the station starts ringing and a message indicating the assistance call and the agent ID is shown on the LCD. The supervisor can connect directly to the agent by pressing the ACD Directory Number (DN) button. The agent can then speak privately with the supervisor or can initiate a three-way conference with the supervisor and the ACD caller. When the supervisor hangs up, the agent is automatically reconnected to the ACD call. If the supervisor is monitoring an agent while another agent makes an Assistance Call, the supervisor will hear a Call Waiting/Camp-on tone and receive an LCD message indicating the Assistance request and the now-campedon agent's ID number. Agent Monitoring: Allows a supervisor to tap into a conversation between an ACD agent and ACD caller. The supervisor may monitor a series of ACD calls to an agent without having to reaccess the agent's station when a call ends. A one-way, listen-only path will be established for the supervisor while the agent and the caller continue their conversation. When an agent is monitored, an intermittent lowfrequency tone will be heard in the conversation and a message that indicates supervisor monitoring will be shown on the LCD display. Or, on a station by station or trunk group basis, the monitoring can be done without tone being inserted into the conversation. Alarm Indication: Provides an audible alarm to the supervisor station as certain predefined queue thresholds (e.g., number of calls waiting, waiting time for the oldest call) are exceeded. The audible alarm will remain on the station until the supervisor acknowledges the alarm by pressing the monitor button. --

14 DECEMBER 99 Call Pickup: ACD supervisors can pick up ACD calls, from within the same ACD group or within other ACD groups, by pressing the Group Call Pickup button. This is available from supervisor stations only. MIS Access: The ACD group supervisor may access the MIS displays and reports via a terminal connected to the MIS processor. The supervisor can call up displays and reports on the groups or individual agents to monitor ongoing performance. The supervisor can also signal the system to print out reports at a printer connected to the MIS processor. FEATURE INTERACTION Overview PERCEPTION provides the ACD features from the resident PBX software. Some station features are altered when a station is activated as an ACD agent or supervisor. The following briefly describes the feature operation at agent stations when the ACD value-added module is incorporated in the PERCEPTION software. Call Forwarding All Types: The ACD pilot numbers can be designated as call forwarding termination points for other stations in PERCEPTION. ACD agent and supervisor directory numbers cannot be designated as call forwarding (all types) termination points. Call forwarding (all types) cannot be registered from an ACD agent or supervisor directory number (while the agent or supervisor is logged into the system). Call Pickup (Group and Directed): ACD calls can be picked up by any agent in the group and also by the group's supervisor. Dialed Number Identification Service (DNIS): When using trunks with a DNIS identification tag, incoming calls can be routed to specific ACD groups (or other destinations) based on the DNIS tag received, regardless of the individual trunk over which the call was received. Additionally, a unique display can be provided on the agent telephone set for each DNIS number used. Direct-in Line: The ACD group pilot numbers can be designated as Direct-in Line call Perception exp ACD GROUP # Supervisor Terminal Incoming Trunks ACD GROUP # Supervisor Terminal RS- Link MIS Processor Printer FIGURE PERCEPTION exp /MIS INTERACTION -9-

15 DECEMBER 99 termination points. However, ACD agent and supervisor directory numbers cannot be designated as Direct-in Line call termination points. Message and Display: When an LCD digital or electronic telephone is configured as an ACD agent station or supervisor station, the ACDrelated messages will be incorporated with the general messages and displays of that telephone. Multiple Appearances: Each ACD agent and supervisor directory number button on a digital or electronic telephone is allowed to appear only once in the system, and cannot be duplicated as a multiple or secondary appearance on another instrument. Station Do Not Disturb: The Station Do Not Disturb feature is not applicable to ACD calls. The ACD agent and supervisor stations are not allowed to register the Do Not Disturb feature while logged into active ACD status. MANAGEMENT INFORMATION SYSTEMS SMIS AND MIS Overview Software MIS (SMIS) and the proprietary Management Information System are two separate ACD management packages designed for the Supervisor and/or Administrator of an ACD group(s). Both systems offer displays and printed reports which show statistical information on the status and activities of ACD groups and individual agents. These displays and reports are easy to access through a series of menu selections. See Figure, which shows the menu hierarchy. SMIS was designed for small- to mediumsized ACD systems. It is entirely software-based, and runs on an IBM or compatible DOS computer. SMIS provides nearly all of the management power of the proprietary MIS, but on a smaller scale. It provides displays and reports similar to those available on the large MIS. There is one supervisor terminal for SMIS, as compared to the (up to) supervisor terminals supported by the large MIS. SMIS and MIS require NMIS- software. While the proprietary MIS system has very similar displays and reports to those of the Software MIS (SMIS), the displays and reports of the two systems are not exactly identical. Refer to the MIS Manual for specific details regarding the proprietary MIS. Figures ~ show examples of the supervisor displays available through SMIS. Figures through show examples of the printed statistical reports. SMIS System Configurations SMIS must be installed on a dedicated PC which can support DOS. or higher. The PC should have at least MB of RAM memory, a. floppy disk drive, a hard disk ( MB or larger), one serial and one parallel port, and a color monitor capable of displaying lines of characters each. For more details about SMIS, refer to the SMIS Supervisor's Guide. Supervisor Displays The software-based MIS (SMIS) provides supervisors with a wide variety of status, statistics, and traffic displays used to monitor the performance of ACD groups and individual agents. These real-time displays show the supervisor what type of work the agents are involved in; how efficiently the group is handling incoming calls; how quickly calls are being answered; and how many calls were lost. The real-time displays are updated every few seconds. The supervisor terminal can use either color or monochrome monitors. Color monitors can be programmed to display important information in a variety of colors to further emphasize such things as alert levels that are affecting the performance of the ACD group, and current agent status such as agent available, agent talking, agent in after call work mode, logged out or unavailable. The following paragraphs describe the screens that are available to the supervisors. Agent Statistics (Figure ): Displays the current status of each agent within the ACD group, plus the accumulative call processing --

16 DECEMBER 99 information for that period. Included are the number of calls waiting, the longest call waiting, the number of calls handled, the average talk time, the average after call work time, the average handling time (talk plus after call work time), available time, the number of non-acd calls originated and received, and productivity percentage. Auxiliary work (non- ACD) time will be included at a future date. The display will show the totals of each agent's statistics and will give the group statistics, including the group productivity percentage, and a warning if the service level for the group is falling below acceptable levels. Agent Status (Figure ): Displays the current availability of each agent within the ACD group. Included will be the agent's ACD ID number as well as the agent's name, current status, and work unit code, if used. Group Traffic Display (Figure ): Displays realtime statistical information used by the supervisor in evaluating ACD staffing requirements. Included are: total calls offered, answered, overflowed, and lost; service level percentage, average speed of answering, maximum delayed call (in seconds), current calls waiting; and the number of manned, busy, available, and unavailable stations. There are three warning messages used with this display to indicate when the service level for a group is falling below the acceptable levels (e.g., service quality is good, low, bad, or unacceptable). System Status (Figure ): Displays accumulative totals for ACD groups. Included for each group are overall service level percentages; total numbers of calls offered to the group, calls answered, calls overflowed to another group, calls lost (offered but not answered), calls delayed before answered; average talk, handling, and delayed times; total current number of calls waiting to be answered; the maximum number of calls waiting at one time; and the longest time (in seconds) that a call waited to be answered. Supervisor Reports A number of reports are available to the supervisor which provide information and statistics on individual agents, ACD groups, or the system status over a selectable period of time. Each report can be run for any of the following time periods: a period report ( minutes), shift, daily, weekly, monthly, and yearly (up to two years). The top of each report will indicate the time frame that has been used to compile the report. The end of each report will show an overall total (or average) of each item on the report for quick reference. The SMIS and PERCEPTIONexp systems provide the following reports. Reports will have the same layout whether they are printed or displayed. Agent Performance (Figure ): Provides call processing and after-call activity information for all agents within an ACD group. This report can be used for evaluating the performance of each agent in relation to other agents in the group. Included on the report are: agents ID numbers and names; total login times; the number of ACD calls handled; average talk, average handling times, and available times. Agent Statistics (Figure 9): Used to summarize the performance of individual agents. The information regarding the agent will include: agent name and ID number, ACD group number, productivity percentages, the average number of calls per hour, number of work unit codes entered, total login time, talk time, after call work time, available and unavailable time; the total number of calls handled; average talk, after call work, and handling times. Delayed Call (Figure ): Provides a summary of all calls offered to a group versus totals and percentages of calls handled, calls delayed, and percentages of calls answered within predefined time increments. This information can be compared to other reports, such as Agent Statistics and System Status Reports, to see if agents are working efficiently, and if staffing is adequate. Group Overflow (Figure ): Used to determine under-staffing and over-staffing conditions. This report will summarize the calls to the group and will display primary and secondary traffic for comparison purposes. Included on the report will be: ACD group number; the number of calls offered; and the percentage of calls handled, lost, and overflowed to another group. --

17 DECEMBER 99 Incoming Call Duration (Figure ): Provides call duration statistics for a specified ACD group. This report will indicate the number of calls handled, the average duration of calls, the longest single call duration, and the percentage of call durations within predefined time periods (in seconds). This report is useful in determining staffing requirements and modifying acceptable service levels for each group. Lost Call (Figure ): Provides a summary of calls that disconnected before being answered or that left the queue after the queue timer period expired. Percentages will be calculated based on thirteen time intervals (defined by the System Administrator for each group). This information is useful in determining waiting periods before delay announcements should be given, or when to overflow ACD calls into another group. Supervisor Group (Figure ): Provides call processing and after call activity information for ACD groups. The report contains similar information to the Agent Performance report except that instead of the report detailing each agent's statistics, the report will show group totals based on a requested timeframe (e.g., daily reports reflect each hour in the day; monthly reports reflect each day in the month; yearly reports reflect each month in the year). System Status (Figure ): Used to summarize the call handling characteristics of a group during the current report interval. Statistics will include: the number of calls offered, answered, overflowed, and lost; average talk time, after call time, and handling time; the number of calls delayed (held in queue); service level percentages; average and maximum delay times; the maximum number of calls in queue at one time. Work Unit (Figures and ): Work unit codes are used for recording the call activities that an agent may be involved in. These twodigit codes are entered from the agent's telephone dial pad during an ACD call, and are used in this summary report to show the total number of calls handled per work unit. This information will aid in modifying distribution of particular types of calls for more efficient handling. Supervisor's Main Menu Display Menu Reports Menu EXIT to Logout DISPM RPTSM LOGOUT Display Menu Agent Status Agent Statistics System Status ACD Group Traffic Monitor EXIT to Main Menu ASUD ASTD SSUD GTMD MAINM Reports Menu ACD Report Menu ACD Spectrum Menu Work Unit Report Menu EXIT to Main Menu ACDRM SPECM WURM MAINM ACD Report Menu Agent Statistics System Status Agent Performance Supervisor Group ACD Group Overflow EXIT to Reports Menu ASTR SSUR AGPR SUGR GOFR RPTSM ACD Spectrum Menu Delayed Call Lost Call Incoming Call Duration EXIT to Reports Menu DCSR LCSR ICDR RPTSM Work Unit Report Menu Agent Work Unit Work Unit EXIT to Reports Menu AWUR WUTR RPTSM FIGURE SMIS MENU HIERARCHY --

18 DECEMBER 99 PROPRIETARY MANAGEMENT INFORMATION SYSTEM Overview The Toshiba Proprietary Management Information System (MIS) is more powerful than SMIS and requires a separate processor attached to the PERCEPTIONexp with ACD. MIS supports up to supervisor terminals as opposed to the one supported by SMIS. MIS provides displays and printed reports which show statistical information on the status and activities of ACD groups and individual agents. These displays and reports are easy to access through a series of menu selections. The MIS displays and reports look virtually the same as those available with SMIS. System Configurations The MIS software can be upgraded to support a range of end-user requirements. The basic system supports up to agent ID numbers and a single port for the supervisor terminal. A second port is for a printer. NOTES:. The utilized printer must be a - column, wide carriage model. Maintenance and Administration All maintenance and administration functions of the MIS software can be performed either locally, using a dedicated terminal, or, optionally, over the public telephone network from a remote location via a modem connected to the MIS system. These functions include the retrieval of all system alarm, fault, and status information, and the performance of all data base updates, diagnostics, and reporting. --

19 DECEMBER 99 9: //9 Tuesday Agent Statistics Display ACD Group: Number of Agents Manned: 9 Busy: Avail: Unavail: CW: TM: No. Agent Name Current Status Stat Work Unit Call Hndl Average Talk ACW Hndl Avail Aux. Work Non- ACD % Prod 9 Jane Robert Alan Jeff Judy Tom Ted Ron Erin Unavail Talk Unavail Unavail Avail Talk Unavail Aft Call Talk : : : 9: : : :9 : : : : : : : : : : : : : : : : : : : : 9 Totals : : FIGURE SMIS AGENT STATISTICS DISPLAY 9: //9 Tuesday Agent Status Display ACD Group: No. Agents Name Status Stat Work Unit No. Agents Name Status Stat Work Unit Jane Alan Judy Ted Erin Unavail Unavail Avail Unavail Talk : : : :9 : 9 Robert Jeff Tom Ron Talk Unavail Talk Aft Call : 9: : : FIGURE SMIS AGENT STATUS DISPLAY --

20 DECEMBER 99 : //9 Tuesday ACD Group Traffic Display ACD Group Offered Answered Oflo Ans Lost Serv Levl A.S.A. Long Wait Wait Manned Busy Available Unavail FIGURE SMIS ACD GROUP TRAFFIC DISPLAY : //9 Tuesday ACD System Status Display Grp No. Srv Lvl Offd Handled Average Waiting Prim Oflo Lost Dely Talk Hndl Dely Curr Max Long 9 Totl 9 FIGURE SMIS ACD SYSTEM STATUS DISPLAY --

21 DECEMBER 99 Agent Performance Report Daily : //9 :9 //9 ACD Group: Page PBX Work Agent No. Agent Name Ed June Tom Keith Sally Login (Hrs) Handled 9 9 Talk (Sec.) 9 ACD Group Related Work Work (Sec.) Hndlng (Sec.) 9 9 Avail (Hr.)..... Agnt Prod (%) Aux. Work (Hr.)..... Originated Dur (Sec.) Totals: Grand: FIGURE SMIS AGENT PERFORMANCE REPORT : //9 :9 //9 Agent Statistics Report Daily Page Agent # : Name: TOM ACD Group: Prod % :. ACD /hr :.9 WU PEG Cnt: Hours Breakdown ACD Group Related Work PBX Work Login Talk After Call Avail Unav Aux. Work Intern Originated Extern Hold.9..%..%. 9.%.9.%..%..%..%..% Call Analysis ACD Group Related Work PBX Work Handled Talk Sec. Work Sec. Hndlng Sec. Internal Number Originated Sec. External Number Sec FIGURE 9 SMIS AGENT STATISTICS REPORT --

22 DECEMBER 99 : //9 Delayed Call Spectrum Daily Page :9 //9 ACD Group: HHMM No Offrd No Hndld No Dlyd % Dlyd Dly Max Dly Percent Handled Within x sec. + : : : 9: : : : : : : Total 99 9 FIGURE SMIS DELAYED CALL SPECTRUM REPORT : //9 ACD Group Overflow Report Daily Page :9 //9 ACD Group: HHMM Offered Primary Handled (%) Lost (%) Ovfl (%) Totl..9. FIGURE SMIS ACD GROUP OVERFLOW REPORT --

23 -- PERCEPTIONexp ACD/MIS DECEMBER 99 FIGURE SMIS LOST CALL SPECTRUM REPORT : :9 //9 //9 Incoming Call Duration Spectrum Daily ACD Group: Page Max Dur (sec) 99 9 Dur (sec) No Hndld 9 9 HHMM : : : 9: : : : : : : Total Percent Lasting Less Than x sec. + : //9 :9 //9 ACD Group: Lost Call Spectrum Daily Page 9 Max Lost Dly 9 9 Lost Dly % Lost No Lost No Offrd HHMM : : : 9: : : : : : : Totl Percent Lost Within x Seconds + FIGURE SMIS INCOMING CALL DURATION SPECTRUM REPORT

24 DECEMBER 99 : //9 :9 //9 ACD Supervisors Group Report Daily ACD Group: Page PBX Work HHMM 9 Totals: Login (Hrs) Handled 9 Talk (Sec.) ACD Group Related Work Work (Sec.) Hndlng (Sec.) Avail (Hrs.) Aux. Work (Hrs.) Agnt Prod % Received Dur (Sec.) Total Agents Manned FIGURE SMIS ACD SUPERVISOR S GROUP REPORT : //9 :9 //9 System Status Report Daily ACD Group: Page HHMM Offered Number of Handled Primary Overflow Lost Talk (sec.) Length After Call (sec.) Hndlng (sec.) Delayed Delayed Call Information Serv. Level (%) Delay (sec.) Max Delay (sec.) Max In Queue TOTL 9 9. FIGURE SMIS SYSTEM STATUS REPORT -9-

25 DECEMBER 99 : //9 :9 //9 Agent Work Unit Report Daily Page ACD Group: Agent No. Agent Name Work Unit PEG Count Handled ROBERT ROBERT ROBERT ROBERT ROBERT 99 Agent Total: Group Total: Grand Total: FIGURE SMIS AGENT WORK UNIT REPORT : //9 :9 //9 ACD Work Unit Report Daily Page ACD Group: Work Unit Total: 9 99 PEG Count Handled FIGURE SMIS ACD WORK UNIT REPORT --