ACD Installation
Insight DK
13-14
Strata DK I&M 6/00
Figure 13-10 Delay Ring to Built-in AA Example
Insight DK
The Insight DK™ and Insight DK Plus are full-featured ACD MIS tools for call center
supervisors, providing user-defined supervisor displays, user-defined historical reports, electronic
wall board connections, and inView LAN-based status display messaging. Insight DK and DK
Plus are Windows-based MIS software programs that work with PCs running Microsoft
®
Windows
®
2000, Windows 98, Windows 95 (Vers. 4.00.950A, B, or C), or Windows NT
®
with
Service Pack 3.
For more information, refer to the
Strata DK Call Center Solutions General Description
or other
Insight DK documents listed in Related Documents/Media of the Introduction.
Call Center Viewer (CCV)
Call Center Viewer™ is a software application designed for ACD supervisors which enables them
to view the calling states and activities of ACD Groups and Agents. With the Call Center Viewer,
supervisors can customize the ACD displays, set Call Waiting alarms, and send messages to Wall
Boards. The software works on a PC running Windows 2000, Windows 98, Windows 95, or
Windows NT.
This section discusses various combinations of connections between the Strata DK System and the
Call Center Viewer PC(s). The Call Center Viewer application can be configured to work directly
with the Strata DK, or with a SMIS PC, and/or with one Master PC plus additional PCs also
running Call Center Viewer application programs.
Application Overview
Call Center Viewer organizes and displays events reported by the Strata DK MIS port. This
application enables you to see the following:
♦
Number of Calls in Queue
♦
Number of Agents Available
♦
Number of Agents Busy
♦
Number of Agents Logged-In
♦
Number of Agents Unavailable
003 MSS
14:47 00:00;10 00;16 ACD
003 ACD
14:47 00:00;03 204
003 204 500 14:48 00:00;42
Ring Duration Time before AA answer
Time caller dials “1”
Auto Attendant Announce Time Duration
Indicate AA sent call to ACD Group
Agent Talk Time Duration
Work Unit Entry appears in Acct Code Field
Agent or Overflow Destination Telephone
Primary Directory Number
[PDN]
Agent ring before Answer Time Duration
Call Disconnect Time
CO Line Number
Delay Ring to Built-in Auto Attendant — Dial ACD Group “1” Digit
1998
Summary of Contents for Strata AirLink DK40i
Page 22: ...Introduction Related Documents Media xx Strata DK I M 6 00 ...
Page 48: ...DK14 Installation DK14 Wiring Diagrams 1 26 Strata DK I M 6 00 ...
Page 220: ...DK424 Installation Remote Cabinet Installation Instructions 5 68 Strata DK I M 6 00 ...
Page 262: ...DK424i Configuration Primary Reserve Power Cabinet Hardware 6 42 Strata DK I M 6 00 ...
Page 450: ...Universal Slot PCB Wiring Option Interface PCB Wiring Diagrams 10 42 Strata DK I M 6 00 ...
Page 592: ...Peripheral Installation Enhanced 911 Service E911 12 84 Strata DK I M 6 00 ...
Page 616: ...ACD Installation Spectrum Electronic Wall Boards 13 24 Strata DK I M 6 00 ...
Page 634: ...Fault Finding Fault Isolation Flowcharts 14 18 Strata DK I M 6 00 ...
Page 704: ...ISDN Interfaces ISDN Disconnect Cause Code 16 54 Strata DK I M 6 00 ...