Capi Applications; Interaction Center Smart (Optional Software) - Siemens HiPath 1100 Service Manual

Operation
HiPath 1100 Applications
1. Transfer data from the system software to the HiPath 1100. During this procedure the
extensions operate as usual.
2. Load the system software into the memory. The telephones do not work during this period
(approximately 3 minutes).
In the HiPath 1100 system Version 6.0 it is not possible to do a software update using
Software Update Version 5.2; the hardware is not supported.
For more information refer to the HiPath 1100 Manager Help file.
6.4.10

CAPI Applications

CallBridge for Data Utilities. ISDN software for applications such as Internet access, sending
and receiving group Fax 3/4, Euro File Transfer, telephone emulation, etc.
6.4.11

Interaction Center Smart (Optional Software)

This software application can be used with the HiPath 1150/1190/1190R systems. It provides
monitoring and tracking capabilities for supervisors of one or more UCD Groups and up to 32
Agents. The application provides real time data with respect to agent status, incoming calls,
queues, answered calls detailing statistics by group or agent, as well as other data to help
manage a Call Center. With the Smart software you can determine the number of calls
received, the number of calls lost, the time periods with a higher volume of calls, and other
information.
The system helps you assess and improve your organization's service by providing information
through an online tool or by generating reports to help reduce client loss while helping estimate
the number of attendants needed. The
Interaction Center Smart solution consists of two tools:
Monitor - A tool that provides continuous tracking of services for real time management of
agents, queued calls, group statistics including the number of calls answered, calls abandoned.
Analyst - A tool that provides supervisors with complete flexibility to perform statistical analysis
by group or by agent, and for specific periods of time. Reports can be configured to show
detailed information on the number of calls received, calls answered, calls abandoned, calls
transferred, calls answered within or outside a profile set, ACD calls duration, total talk time,
total queue time, and other data.
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A31003-K1160-S100-03-7620
Service Manual