ACD/MIS Feature Comparison

Transcription

1 ACD/MIS Feature Comparison Medium Hybrid Systems Comdial Impact 560 Executone IDS InterTel Axxess Iwatsu ADIX Lucent Merlin Legend Nitusko 384i Nortel Norstar Panasonic DBS Small Hybrid Systems Fujitsu Series 3 Hitachi HCX5300 Lucent ProLogix Mitel SX200 Light NEC 2000 Nortel Option 11C Siemens/Rolm CBX 9200 Tadiran Coral

2 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 Version A, May 1999 Copyright 1999 Toshiba America Information Systems, Inc. Telecommunication Systems Division 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. Strata is a registered trademarks of Toshiba Corporation. Insight DK, Insight DK Plus, Call Center Viewer and Strata AirLink are trademarks of Toshiba America Information Systems, Inc. Trademarks, registered trademarks, and service marks are the property of their respective owners. Strata DK424 ACD/MIS Feature Comparison 5/99

3 Telephone System/MIS Vendor Alliances System MIS Vendor System MIS Vendor Comdial Innings Quick Q Cortelco Sension NEC 2000 Cintech Jazz2000 Nitsuko Sension Nortel Norstar Cintech Cinphony Toshiba Sension Hitachi Affinitec Vodavi Sension InterTel Taske WIN Sension Iwatsu Taske Tadiran Easy Run Mitel Taske Toshiba Advantages Over Taske Real time differences Taske does not use the concept of display templates and has only one screen layout. Insight DK provides four templates and Insight DK Plus provides unlimited templates, which makes display capabilities much more flexible. Taske only has 15 available display window parameters, whereas Insight DK has over 300 to choose from. No DID information is available with Taske. No flexible real time interval statistics. Taske only shows the last 12 hours in 3 hour buckets and the last hour in 15 minute intervals. Insight DK displays intervals in any time bucket from 1 minute to 1440 minutes (24 hours), and can combine interval statistics with daily statistics which can be either the day so far in a single shift environment or the shift so far in a multi-shift environment. Taske only supports a single daily shift with a start/stop which must be on the hour. Insight DK supports multiple shifts which can start/stop at any time of the day. Insight DK can monitor activity out of hours as well as against any real or virtual shift which may be configured, enabling long term reports to be created and run against shifts to filter out unwanted information. Taske only provides real time statistics for agents or pilots. Insight DK provides statistics for Lines, DIDs, extensions, and agents, plus groups of these items. Taske can only display 10 parameters in statistics mode. Insight DK can display up to 26 different parameters, each available as daily and or interval, depending on the type of statistics being displayed. Reporting Differences Taske cannot report Agent Short/Long calls. Insight DK does report on Agent Short/Long calls, which is useful when monitoring the quality of calls handled by an agent. A supervisor can see whether the agent is handling calls within the optimum time thresholds set by the company or department. Insight DK can also calculate and display Agent Grade of Service (GOS), which Taske cannot. Taske does not support DIDs and does not provide DID reports. Taske cannot generate event reports. In Insight DK, these are detailed records of all activity on lines, extensions and agents. They are time stamped and give an account of all events occurring. Especially useful is the Line Event report that, when coupled with Caller ID, lists of all calls, including abandoned calls that can be used as a call back list. Taske does not support statistical analysis thresholds Insight DK uses for reporting purposes. When configured, any data not meeting or exceeding the threshold is highlighted on the screen in red, and when printed will be seen in red if printed on a color printer or in bold on a monochrome printer. All Insight DK reports can have start/stop times to the minute, making them more flexible than Taske reports produced to the half hour. All Insight DK reports can be run independently of each other, whereas Taske cannot. With Taske if you want a weekly report, the daily reports must have been run first, and the same with monthly, etc. Strata DK424 ACD/MIS Feature Comparison 5/99 1

4 Taske does not have Utilization Reports. Insight DK provides Utilization Reports which show the percentage of time agents and extensions have been doing the things they do. Taske lacks the flexible filters Insight DK uses within the reporting package which can, for example, be used to look for calls to/from certain telephone numbers. Insight DK uses flexible Profile Reports allowing time intervals of any number of, minutes, hours, days and weeks. Taske s Profiles are limited to half hourly, hourly daily and weekly and are fixed according to the report type being run. Insight DK has distribution reports for answered and abandoned calls. These reports can have any number of independently configured time buckets. Taske can only have 10 of these buckets. Taske can report on agents call rate for incoming calls only. Insight DK can report on incoming, outgoing, intercom, and the combined call rate of all displayed call types. Taske does not support Work Unit Codes. Toshiba Advantages Over Cintech Cintech Cinphony Norstar ACD does not support DNIS. The Strata DK424 ACD enables incoming DNIS telephone numbers to be assigned DNIS names that display on ringing agent telephones. DNIS calls can be routed to unique ACD groups for each DNIS number. Each DNIS number can be routed to different destinations during Day/Day2/Night mode. Cintech only provides limited support of LAN-based PC display messaging. Only four additional supervisors can monitor call center statistics for specific ACD groups and may only run either the LANbased PC Status Display for Windows or wallboard support mutually exclusively; they cannot run them simultaneously. Insight DK uses inview to display performance information and agent/extension status on as many PCs as you need. These PCs are connected to the LAN or WAN using Internet TCP/IP protocol. The inview PC displays are an effective supplement or alternative to overhead electronic wallboards that may no be visible to many physical locations either within or outside the call center facility. Cintech does not produce a Delayed Call Report. Insight DK can produce a summary of calls offered to a group versus totals and percentages of calls handled, calls delayed, and percentages of calls answered within predefined time increments. Cintech does not provide Forecast Reports. The Insight DK Plus Forecasting reports help supervisors project CO line usage and staffing requirements by comparing actual data over a time period to projected data parameters they set. This type of what if analysis helps determine what the work load and resource requirements would be under certain conditions. Cintech only supports maximum five supervisor terminals. This does not meet the need for many multiple supervisor applications. The Strata DK424 ACD supports up to 16 supervisors and the Insight DK Plus supports up to 80 supervisor terminals. Limited historical data storage (90 days or so) limits the historical reporting available with Cintech. Insight DK can store data for up to 1 year. Toshiba Advantages Over Innings Innings only supports one supervisor terminal. This does not meet the need for multiple supervisor applications. The Strata DK424 ACD supports up to 16 supervisors and the Insight DK Plus supports up to 80 supervisor terminals. Limited historical data storage (30 days or so) limits the historical reporting available with Innings. Insight DK can store data for up to 1 year. Innings does not support LAN-based PC display messaging. Insight DK uses inview to display performance information and agent/extension status on various PCs connected to the LAN or WAN using the Internet TCP/IP protocol. The inview PC displays are an effective supplement or alternative to overhead electronic wallboards that may not be visible to many physical locations either within or outside the call center facility. The Innings ACD lacks call distribution method flexibility by not supporting routing option to next available agent. The Strata DK424 ACD routes calls to either most idle or next available agent. 2 Strata DK424 ACD/MIS Feature Comparison 5/99

5 Innings ACD does not support DNIS. The Strata DK424 ACD enables incoming DNIS telephone numbers to be assigned DNIS names which will display on ringing agent telephones. DNIS calls can be routed to unique ACD groups for each DNIS number. Each DNIS number can be routed to different destinations during Day/Day2/Night mode. Innings does not support Work Unit Codes. The Strata DK424 ACD enables an agent to tag a current call for tracking purposes. Work unit information is output to SMDR and to Insight DK for reporting. Innings does not support user-definable reports. Insight DK enables users to generate reports with information and statistics on individual agents, ACD groups, or the system status. The user can select from over 100 different data elements to design their own custom reports. Innings reports must be run manually on demand since they do not support auto scheduled report printing. Insight DK provides the convenience of generating reports on demand, or can be scheduled for automatic printing at designated times. Innings does not provide Forecast Reports. The Insight DK Plus Forecasting reports help supervisors project CO line usage and staffing requirements by comparing actual data over a time period to projected data parameters they set. This type of what if analysis helps determine what the work load and resource requirements would be under certain conditions. Innings does not produce a overflowed calls report. Insight DK uses overflow information to determine under-staffing and over-staffing conditions by summarizing the calls to the group and primary and secondary traffic for comparison purposes. Innings does not produce quarterly or annual reports, limiting reporting flexibility. Insight DK uses flexible Profile Reports allowing time intervals of any number of, minutes, hours, days and weeks. Hybrid Systems Toshiba DK424 Comdial Impact 560 Executone IDS 648 Strata DK424 ACD/MIS Feature Comparison 5/99 3 Iwatsu ADIX InterTel Axxess Lucent Legend Nitsuko 384i Nortel Norstar Panasonic DBS576 Capacities Agent Groups / Agent ID Codes N/A Agents per Group Agents per System Maximum Active Agents Traffic Dep. 48 Traffic Dep. 150 Traffic Dep Traffic Dep Announcements per Group INA INA Supervisors per Group No Limit Supervisors per System Maximum Trunk Lines / Maximum Stations System Port Capacity ACD Integrated or PC Software Int PC 3 Int Int PC PC Int PC 4 Int (PCB) MIS Integrated or PC Software PC PC Int PC 5 PC 5 PC Int/PC 6 PC 4 PC Supervisor CRT Terminals Historical Data Storage 8 1 year 30 days+ 1 mo./1 yr. 1 1 year 1 year 93 days 1 year 6 90 days+ Disk Dep. ACD Features After Call Work Time Std Std Std Std Std Std N/A Std Std Agent Login/Logout Std Std Std Std Std Std Std Std Std Login/Logout Any Phone Std INA N/A Std Std N/A N/A Std Std Login Multiple Groups Limited 7 Std Std Std Std N/A N/A Std N/A Agent Unavailable Std Std Std Std Std Std Std Std Std Automatic Disconnect Timer Std N/A N/A N/A N/A N/A N/A N/A N/A Automatic Release of Hold Std Std N/A Std N/A Std Std Std N/A Call Distribution Flexibility Std N/A N/A N/A Std INA N/A Std N/A Route to Most Idle Std Std Std Std Std Std Std Std Std Route to Next Available Std N/A N/A N/A Std INA N/A Std N/A Call Monitoring (Supv.) Std Std Std Std Std Std Std Std Std Caller ID Opt Opt Opt N/A Opt Opt N/A Opt N/A Dialed Number ID Service Opt N/A Std Opt Opt Std Opt (T1) N/A N/A Electronic Wallboard Connection Opt N/A Opt Opt Opt N/A Opt Opt INA Help/Emergency Key Std Std Std Std Opt Std Std Std Std LAN Wallboard-type PC Display Opt N/A N/A Opt Opt N/A Opt Limited 4 N/A INA=Information not available

6 Hybrid Systems (continued) Toshiba DK424 Comdial Impact 560 Executone IDS 648 Programmable CO Ring Time Std N/A Std N/A N/A Std N/A N/A Std Queue Alarm Threshold Timer Std Std Std Std N/A Std Std Std N/A Queue Priorities N/A N/A Std Std Std N/A N/A Std Std Queue Status LCD Display Std Std N/A Std N/A N/A Std Std Std Ring State Pre-selection Std Std Std Std N/A Std N/A Std N/A Auto Answer & Zip Tone Std Std Std Std N/A Std N/A Std N/A Manual Answer Std Std Std Std Std Std Std Std Std Skill Based Routing N/A N/A Std Std N/A N/A N/A Std N/A Work Unit Code Std N/A Std Std N/A N/A N/A Std Std MIS Displays Agent Statistic Std Std Std Std Std N/A Std Std Agent Status Std Std Std Std Std Std Std Std Std Group Traffic Std Std Std Std Std N/A Std Std Queue Status Std Std Std Std Std Std Std Std Std System Status Std Std Std Std Std Std N/A Std Std MIS Reports Agent Activity Std Std Std Std Std Std Std Std Std Delayed Call Std Std Std Std Std INA N/A N/A Std Exceptions/Problems Std N/A N/A Std Std Std N/A N/A N/A Exportable Database Opt Std Std Std Std N/A Std Std INA Forecast Opt N/A N/A Std Std N/A Opt N/A N/A Incoming Call Duration Std Std Std Std Std INA N/A Std Std Lost Calls Std Std Std Std Std Std Opt Std Std Overflowed Calls Std N/A Std Std Std Std Opt Std Std User-Definable Reports Std N/A Std Std Std N/A Opt Std N/A Variable Period Reporting Std Std Std Std Std Std Opt Std Std Hourly Reports Std Std Std Std Std Std N/A Std Std Daily Report Std Std Std Std Std Std Std Std Std Weekly Reports Std Std Std Std Std Std Opt Std Std Monthly Reports Std Std Std Std Std Std Opt Std Std Quarterly Reports Std N/A Std N/A N/A Std Opt Std N/A Annual Reports Std N/A N/A Std Std N/A Opt Std N/A On Demand Report Generation Std Std Std Std Std Std Std Std Std Auto. Scheduled Report Generation Std N/A Std Std Std N/A Opt Std N/A Work Unit Std N/A Std Std N/A N/A N/A Std Std 1. The Executone IDS108/228 support 15 ACD groups. The IDS432/648 support 25 ACD groups. The Executone IDS stores a maximum of 31 days historical data within the system. Additional historical data up to 1 year can be stored with the PC option. 2. The maximum ACD capacities listed for the Lucent Legend is for one Call Management System (CMS) PC attached to the system. These capacities can be doubled with a second CMS PC attached to the same Legend system. 3. The Comdial Impact system accommodates a system maximum of 240 CO lines, but the maximum number of ACD CO lines is 64. The Comdial QuickQ ACD package for the Impact system is provided under OEM agreement with Innings Telecom, Inc. Innings also makes a Norstar version. 4. The Nortel Norstar has no integrated system resident ACD capabilities. ACD can be provided by third party software packages that run on a PC application processor. The third party ACD package listed here is Cinphony from Cintech Tele-Management Systems, Inc., a division of Cincinnati Bell. The Norstar Cinphony MIS only supports LAN-based PC (wall board type) Status Displays for four additional supervisors to monitor call center statistics for specific ACD groups. The Cinphony MIS PC Status Display for Windows or wallboard support are mutually exclusive; they cannot run simultaneously. 5. The InterTel Axxess, Iwatsu ADIX, and Mitel SX200 Light use the Taske Toolbox PC-based MIS. 6. The Nitsuko 384i has some very basic MIS display and report capabilities built-in system software. Most reports and historical data storage require the Sension Windows PC-based MIS processor. 7. Toshiba Strata DK424 ACD/MIS capabilities shown with Insight DK Plus to achieve maximum functionality. Work-around programming enables ACD agents to provide coverage for up to 3 ACD groups. Overflow programming routes calls from one ACD group to another when no agents in the primary group are available 8. Most PC-based MIS processors can store more than the stated historical data storage amount by installing a larger capacity hard disk in the PC. Iwatsu ADIX InterTel Axxess Lucent Legend Nitsuko 384i Nortel Norstar Panasonic DBS576 4 Strata DK424 ACD/MIS Feature Comparison 5/99

7 Small PBX Systems Toshiba DK424 Fujitsu Series 3 Hitachi HCX 5300 Lucent ProLogix Mitel SX200Light NEC NEAX 2000 Nortel Option 11C Siemens/ Rolm 9200 CBX Tadiran Coral II Capacities Agent Groups Agent ID Codes INA Agents per Group Agents per System Maximum Active Agents Traffic Dep INA Announcements per Group Supervisors per Group Supervisors per System No Limit Maximum Trunk Lines Maximum Stations System Port Capacity ACD Integrated or PC Software Int Int Int Int Int Int Int (PCB) 3 Int Both Reqd 4 MIS Integrated or PC Software PC Int/PC 5 Int PC PC 6 PC Int PC PC Supervisor CRT Terminals No Limit No Limit Historical Data Storage 8 1 year 1 year + 32 days 7 day/1 yr. 9 1 year 45 day/2 yr wk/3 yr. 3 1 yr. 10 Disk Dep. ACD Features After Call Work Time Std Std N/A Std Std Std Std Std Std Agent Login/Logout Std Std Std Std Std Std Std Std Std Login/Logout Any Phone Std INA INA INA Std N/A N/A Std INA Login Multiple Groups Limited 7 N/A INA Std Std *6 Std Std N/A Std Agent Unavailable Std Std Std Std Std Std Std Std Std Automatic Disconnect Timer Std INA INA INA N/A INA INA INA INA Automatic Release of Hold Std INA INA INA INA Std INA N/A INA Call Distribution Flexibility Std INA INA Std N/A Std N/A Std INA Route to Most Idle Std Std Std Std Std Std Std Std Std Route to Next Available Std INA INA Std N/A Std N/A Std INA Call Monitoring (Supv.) Std Std Std Std Std Std Std Std Std Caller ID Opt Opt Opt Opt Opt Opt Opt Opt Opt Dialed Number ID Service Opt Std Opt Std Std Opt Opt Std Std Electronic Wallboard Connection Opt Opt Opt *4 Opt Opt Opt Opt Opt Opt Help/Emergency Key Std Std Std Std Std Std Std N/A Std LAN Wallboard-type PC Display Opt N/A N/A N/A Opt Limited 1 N/A N/A N/A Programmable CO Ring Time Std N/A N/A Std Std Std Std Std N/A Queue Alarm Threshold Timer Std Opt N/A Std Std Std N/A Std Std Queue Priorities N/A N/A Std Std Std Std Std Std Opt Queue Status LCD Display Std Opt Std Std Std Std Std Std Std Ring State Pre-selection Std INA INA Std Std INA Std Std Std Auto Answer & Zip Tone Std INA INA Std Std INA Std Std Std Manual Answer Std Std Std Std Std Std Std Std Std Skill Based Routing N/A N/A INA Std Std INA Std N/A Opt Work Unit Code Std Opt N/A Std N/A N/A Std N/A Std MIS Displays Agent Statistic Std INA INA Std Std Std Std Std Opt Agent Status Std Std Std Std Std Std Std Std Std Group Traffic Std INA INA Std Std Std Std Std Std Queue Status Std Std Std Std Std Std Std Std Std System Status Std Std Std Std Std Std Std Std Std MIS Reports Agent Activity Std Opt Std Std Std Std Std Std Opt Delayed Call Std INA INA INA Std Std INA INA Opt Exceptions/Problems Std N/A N/A Std Std Std Std Std Opt Exportable Database Opt INA INA Std Opt Opt INA INA Opt Forecasting Opt N/A N/A Opt Opt N/A Opt N/A Opt Incoming Call Duration Std INA Std INA Opt Std Std Std Opt Lost Calls Std Opt Std Std Std Std Std Std Opt Overflowed Calls Std Opt Std Std Std Std Std Std Opt Strata DK424 ACD/MIS Feature Comparison 5/99 5

8 Small PBX Systems (continued) Toshiba DK424 Fujitsu Series 3 Hitachi HCX 5300 Lucent ProLogix Mitel SX200Light NEC NEAX 2000 Nortel Option 11C Siemens/ Rolm 9200 CBX User-Definable Reports Std N/A N/A Std Opt Std Std N/A Opt Variable Period Reporting Std Opt N/A Std Std Std Std Std Opt Hourly Reports Std Opt Std Std Std Std Std Std Opt Daily Report Std Opt Std Std Std Std Std Std Opt Weekly Reports Std Opt Std Std Opt Std Std Std Opt Monthly Reports Std Opt Std Std Opt Std Std Std Opt Quarterly Reports Std Opt N/A Opt Opt Opt Opt N/A Opt Annual Reports Std Opt N/A Opt Std Opt Opt N/A Opt On Demand Report Generation Std Opt Std Std Std Std Std Std Opt Auto. Scheduled Report Generation Std INA INA Std Opt Std Std Std Opt Work Unit Std Opt N/A Std N/A N/A Std N/A Opt Tadiran Coral II 1. The NEC NEAX2000 supports maximum 60 active ACD agents with the MIS processor attached. When the MIS processor is not used, all stations on the system can be assigned as ACD agents, but only 90 agent ID codes are supported. The NEAX2000 MIS PC application processor can store up to 45 days of historical data on an hourly summary basis, or up to 2 years on a daily summary basis. The Jazz 2000 MIS only supports LAN-based PC (wall board type) status displays for four additional supervisors to monitor call center statistics for specific ACD groups. Also, you may only run either status display for Windows or wall board support; they cannot run simultaneously. 2. The Hitachi HCX5300 can have up to 4 announcements per ACD group, but the 4 announcements must be designated as one for initial greeting, one for delay, one for overflow, and one for night mode. The HCX5300 uses the Affinitec Agent View application processor to interface electronic wallboards, and the Affinitec Agent Link application processor to connect remote agent login. 3. The Nortel Meridian MAX-IPE ACD occupies 3 card slots in the Option 11, providing an integrated system resident ACD/MIS capability. Historical data storage can be increased from 10 weeks (standard) to 3 years (optional), stored as monthly reports, by attaching an optional PC-based external application processor. From 1-5 supervisor terminals and 1-2 report printers can be connected directly (maximum 5 total terminals and/or printers). Additional supervisor terminals can be LAN connected. 4. The Tadiran Coral PBX requires both internal software and an external PC processor to provide ACD/MIS. Tadiran uses the EasyRun for part of the ACD call routing capabilities and for MIS reporting. 5. The Fujitsu ACD/MIS capabilities are built-in and activated as a system software option. This includes all MIS display and reporting capabilities. A PC is required to display real-time MIS information and print MIS historical reports. 6. The Mitel SX200 Light uses Taske Toolbox PC-based MIS (so does InterTel Axxess and Iwatsu ADIX). Agents login using an ID. Each ID can be logged into only one group at a time. Agents can have multiple IDs using the same name to log into multiple groups simultaneously. 7. Toshiba Strata DK424 ACD/MIS capabilities shown with Insight DK Plus to achieve maximum functionality. Work-around programming enables ACD agents to provide coverage for up to 3 ACD groups. Overflow programming routes calls from one ACD group to another when no agents in the primary group are available. 8. Most PC-based MIS processors can store more than the stated historical data storage amount by installing a larger capacity hard disk in the PC. 9. The Lucent ProLogix stores up to 7 days of hourly historical data within the system without the optional MIS application processor. With the MIS application processor, up to 1 year of historical data can be stored for reporting purposes. 10. The Siemens/Rolm 9200 PC application processor, required to generate MIS displays and reports, can store up to 90 days of daily report information, or 1 year of either weekly or monthly report information. Disclaimer: This competitive report reflects information gathered from a variety of sources. In some cases, available information is limited and subject to interpretation, or may not reflect the latest developments of these products. To the best of our knowledge, this information is current and accurate, but is supplied on a best-available basis. Toshiba America Information Systems, Inc. Telecommunication Systems Division 9740 Irvine Blvd., Irvine, CA (949)