“Communications Without Compromise”

Elite ACD Plus

2NEC Confidential

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)

3NEC Confidential

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.

Administration

4NEC Confidential

Powerful Functions - Auto Attendant

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

Touchtone digits during any message can direct callers to a particular ACD group, hunt group, voicemail or a direct station

5NEC Confidential

Powerful Functions - Per Group Night Mode Options Internal and external transfer during messages Individual group Overflow destinations

• based on seconds in queue

6NEC Confidential

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

7NEC Confidential

Specifications

EquipmentMust use Dterm Series E / Electra Elite Terminals with softkeysSystem Software Series S6000 (6.00) is required

PC RequirementsMicrosoft Windows 95/98, NT, XP, or XP Professional operating systemIBM-compatible machine with at least a Pentium 133 MHz CPU systemMinimum 10 MB of available hard disk spaceMinimum 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

8NEC Confidential

Benefits

Improved Customer ServiceFeatures, reporting and interface use.

Improved Employee ProductivityPreferred agent routing.Agents self-monitor ACD performance.

Management of Call Center Work LoadInformation through real-time displays and within historical reports.

Easy to UseAgents trained in minutes.Supervisors information in clear, concise tables and graphs.

ValueNumerous features and capabilities in an easy-to-install system.

9NEC Confidential

Steps to logging in:

1. Call ACD Pilot number2. Enter Login ID, press OK; 3 possible

errors Invalid ID Duplicate User No Groups for Agent

2

10NEC Confidential

Steps to logging in:

3. Enter Password, Press OK4. Select to log-in as Agent

(No=Supervisor)5. Select Agent groups to Log-in to by

pressing 1-4 on dial pad, Press OK when all desired groups are entered

6. Take calls/Monitor

3

4 5

11NEC Confidential

Log Out, Break/Break-off, Wrap/Wrap-off, Stats

Softkey Operations - Agent

Group Stats per group you’re logged into

group name/number(eight characters)# agents logged inqueue deptholdest holding call time

12NEC Confidential

Log Out, Set Message, Night Mode, Stats

Softkey Operations - Supervisor

Group Stats for all groupsgroup name/number(eight characters)# agents logged inqueue deptholdest holding call time

Night Mode can be set for each group individually

13NEC Confidential

Agent SoftKeys

14NEC Confidential

Supervisor Softkeys

15NEC Confidential

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.

MIS Monitor - Thresholds

16NEC Confidential

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.

17NEC Confidential

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.

MIS Monitor - Agent Status

Logd Off

Wrap

Avail

Avail

Avail

Avail

18NEC Confidential

Management Information Support

User selectedgraph or text

report

In-Queue Status

Agents logged into multiple

groups

Agent Status1 to 4 groups

19NEC Confidential

Reports•On Demand•Scheduled

Wallboard OptionUp to 4 Wallboards (1 or 2-line)Simple Serial Connection to PC

Management Information Support MIS Screen

can run in the

background

20NEC Confidential

Elite ACD Plus Reports

ACD Abandon Time Report/GraphAverage 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 dayWeekly – printed on SundayMonthly – 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

21NEC Confidential

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.

Historical Reports

22NEC Confidential

WallBoards

23NEC Confidential

Elite ACD Plus - UCD - ElectraStat

Feature Elite ACD Plus ElectraStat ACD UCD

MIS application supports LAN capabilities Yes, Monitor application can be used on No Noup to five different PCs at same time

Agent, Supervisor, and Queue configuration changes can Yes, one Administration session can be No - changes Nobe done by end user using Administration application active at one time and it can be installed require service callover LAN connection on up to 5 PCs

Auto Log out function for Agents who leave while Yes, set on a per queue basis No Nostill logged in

Agent or Supervisor can view queue statistics on phone Yes, number of available Agents, calls in No Noqueue and time longest call has heldare available for each queue the Agent orSupervisor is logged into

Supports two line wallboard Yes No No

Delay Announcements contained on ACD Card Yes No No

Announcements can be enabled or disabled on Yes No Noper queue basis

Caller can dial out of queue to any valid extension Yes, callers can dial out of queue while No Nolistening to delay announcement.