Siemens hipath 1100 Service Manual page 180

Operation
Starting the Programming Mode
MOH Transfer Wizard
MIDI Transmission Wizard for converting MIDI files to HiPath 1100 format and trans-
ferring to the system.
To start the MIDI Transmission Wizard select:
Start/Programs/HiPath 1100/MOH Transfer
Software Update
System Software Update Wizard
To start the System Software Update Wizard select:
Start/Programs/HiPath 1100/Software Update
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.
Interaction Center Smart (Optional Software)
This software application can be used with the HiPath1130/1150/1190 systems. It pro-
vides 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 in-
formation 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 manage-
ment of agents, queued calls, group statistics including the number of calls an-
swered, calls abandoned.
Analyst - A tool that provides supervisors with complete flexibility to perform statis-
tical 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 an-
swered, 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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For internal distribution only
A31003-K1250-S100-12-7619
HiPath 1100, Service Manual