Elite ACD Plus

1. Elite ACD Plus

2. Call Center Solution • Elite ACD Plus is a powerful small office Call Center solution • Designed for exclusive use on the Elite 48 and Elite 192 • On Board Solution = Reliability and Cost Effectiveness • Shares Elite Processing • Supported by Battery Back up • Single manufacturer • Capacity • As few as 2 or as many as 132 Log-in ID codes • # of Agents: up to 120 • # of Supervisors: up to 12 • # of Groups: up to 4 (multiple group assignment) (40 logged in at the same time)

3. Administration Defining and updating the call center configuration is accomplished through a PC-based program. Through this interface, the system administrator is capable of defining the ACD group parameters, assigning agents to specific groups, and configuring the overall operation of the call center.

4. Powerful Functions - Auto Attendant Touchtone digits during any message can direct callers to a particular ACD group, hunt group, voicemail or a direct station • On/Off per ACD • AA-Day Messages (per group) • ACD Greeting Message • On/Off per group • Night Message • 2 Refresher Messages (per group) • In-queue announcements • Header • Numbers(per group) • Trailer Messages

5. Powerful Functions - Per Group • Night Mode Options • Internal and external transfer during messages • Individual group Overflow destinations • based on seconds in queue

6. Powerful Functions - Per Agent • Indicate longest holding time on phone display • One-touch Supervisor Assistance ability • Monitoring (Barge-In) function • 9 Preference/Skill Levels

7. Specifications • Equipment • Must use Dterm Series E / Electra Elite Terminals with softkeys • System Software Series S6000 (6.00) is required • PC Requirements • Microsoft Windows 95/98, NT, XP, or XP Professional operating system • IBM-compatible machine with at least a Pentium 133 MHz CPU system • Minimum 10 MB of available hard disk space • Minimum 32 MB of RAM (32 MB will suffice to run the Server software alone, or the Monitor or Administrator software alone. If all of these applications will be running on the same PC, 64 MB of RAM is required) • CD-ROM drive, Unused serial port for connecting to the KSU, Mouse, Printer (optional) • NEC strongly recommends running the server on a dedicated PC

8. Benefits Improved Customer Service Features, reporting and interface use. Improved Employee Productivity Preferred agent routing. Agents self-monitor ACD performance. Management of Call Center Work Load Information through real-time displays and within historical reports. Easy to Use Agents trained in minutes. Supervisors information in clear, concise tables and graphs. Value Numerous features and capabilities in an easy-to-install system.

9. 2 Steps to logging in: • Call ACD Pilot number • Enter Login ID, press OK; 3 possible errors • Invalid ID • Duplicate User • No Groups for Agent

10. 3 Steps to logging in: • Enter Password, Press OK • Select to log-in as Agent (No=Supervisor) • Select Agent groups to Log-in to by pressing 1-4 on dial pad, Press OK when all desired groups are entered • Take calls/Monitor 4 5

11. Softkey Operations - Agent • Log Out, Break/Break-off, Wrap/Wrap-off, Stats • Group Stats per group you’re logged into • group name/number(eight characters) • # agents logged in • queue depth • oldest holding call time

12. Softkey Operations - Supervisor • Log Out, Set Message, Night Mode, Stats • Night Mode can be set for each group individually • Group Stats for all groups • group name/number(eight characters) • # agents logged in • queue depth • oldest holding call time

13. Agent SoftKeys

14. Supervisor Softkeys

15. MIS Monitor - Thresholds A link between ACD Plus and the supervisor’s personal computer can provide detailed information about the call center operation. Thresholds can be defined for most statistics, so that a field is highlighted if the data reaches the predefined level.

16. MIS Monitor – Real Time Call center statistics can be viewed in a real time graph displayed in the upper right hand corner of the screen. This provides current data regarding agents or ACD groups in an easy-to-read format. The supervisor is able to select from seven pre-defined graphs. The Queue Status and Call Summary portions of the Monitor window provide real-time performance data for each of the ACD groups.

17. MIS Monitor - Agent Status Avail Avail On the left hand side of the screen, all agents are displayed in each of the ACD groups. The agent’s current state is noted as a color-coded entry, along with the time that the agent has been in the current state. Logd Off Avail Avail Wrap

18. Management Information Support User selected graph or text report Agent Status 1 to 4 groups In-Queue Status Agents logged into multiple groups

19. Wallboard Option Up to 4 Wallboards (1 or 2-line) Simple Serial Connection to PC Management Information Support MIS Screen can run in the background • Reports • On Demand • Scheduled

20. Elite ACD Plus Reports ACD Abandon Time Report/Graph Average time a caller waits before abandoning a call. Shows: Hour, Average time to abandon Auto Print – (Sets the automatic print options.) Daily – for the previous day Weekly – printed on Sunday Monthly – printed on the 1st Agent Stat Reports: Agent Stats – Time Log Report /Graph Shows: Agent ID, Logged in time, Time spent in break mode, Time spent on ACD calls, Time spent on non-ACD calls(incoming/outgoing CO calls only), number of ACD calls Agent Stats – Call Processing Report/Graph Shows: Agent ID, Number of ACD calls, Average time spent on ACD calls, Average time spent in break mode, Average time spent on non ACD calls(incoming/outgoing CO call only) Agent Stats – Call Traffic by Hour Report/Graph Number of calls answered during the user-defined period. Group Stats Reports: Group Stats – Call Processing Report /Graph Shows: Group ID, Average time on ACD calls, Average time on non ACD calls(incoming/outgoing CO call only), Average time in break mode, average wait time Group Stats – Call Traffic Report/Graph Shows: Group ID, Number of Abandoned calls, Number of Answered calls, Number of Calls Offered Group Stats – Call Traffic by Hour Report/Graph Number of calls answered, abandoned, and calls offered(received) per active ACD group on an hourly basis for each day in the selected period. Shows: Hour, Answered calls, Abandoned calls, Calls Offered

21. Historical Reports The ACD collects detailed records on all activities within the call center. To help interpret this information, the ACD Plus system includes a report writer, which allows the supervisor to define the time period, and specific data that needs to be analyzed. Functions are also provided which allow reports to be automatically generated and printed on a regularly scheduled basis. Within the ACD Plus Monitor program, the supervisor can access the report writer. This utility provides seven basic report formats, which can be customized to include statistics for a specific time period. The report can then be displayed in graphic or tabular form and sent to a printer.

22. WallBoards

23. Elite ACD Plus - UCD - ElectraStat