Insight Dk; Call Center Viewer (Ccv); Application Overview - Toshiba STRATA DK14 Installation And Maintenance Manual

ACD Installation

Insight DK

Delay Ring to Built-in Auto Attendant — Dial ACD Group "1" Digit
003 MSS
003 ACD
003 204
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
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
o
o Number of Agents Available
o Number of Agents Busy
o Number of Agents Logged-In
o Number of Agents Unavailable
13-14
14:47 00:00;10 00;16
14:47 00:00;03
500 14:48 00:00;42
® 2000, Windows 98, Windows 95 (Vers. 4.00.950A, B, or C), or Windows NT
Time caller dials "1"
Auto Attendant Announce Time Duration
Ring Duration Time before AA answer
Indicate AA sent call to ACD Group
ACD
Work Unit Entry appears in Acct Code Field
204
Agent or Overflow Destination Telephone
Primary Directory Number [PDN]
Agent ring before Answer Time Duration
Agent Talk Time Duration
Call Disconnect Time
CO Line Number
1998
®
® with
Strata DK I&M 6/00