BusinessPhone Communication Platform 4.0
Facilities

## Call Centre Supervisor Basic Edition (V1.x)

## General

Call Centre Supervisor Basic (CCS Basic) is a stripped-down version of CCS Standard. The CCS Basic system provides basic real-time statistics and historical reporting for evaluation of ACD data. It provides ACD information on screen, processes and archives information in real-time into a hard-disk located database (Borland Database). Monthly database information can be transferred for backup in order to make available more disk space. This data can later be restored to provide historical reports. It is possible to export the information in the database to different formats (ASCII, Winword, Excell, Lotus, etc.)

## Use

An ACD-Management System has to handle a vast amount of information concerning all aspects of a call-centre application. The CCS Basic plays an important role in all areas of call-centre operation. CCS Basic enables the user to set up, control and monitor call centre (ACD) resources and activities using Windows dialogs. It is very comfortable for a supervisor to monitor the call centre and thus to achieve more customer satisfaction.

## Operation

CCS Basic is very flexible, because it can be run on different operative levels by a range of users, who can easily identify the information they need and use the control they are authorized to exercise.

### Structure

The central point of the CCS Basic is the framework window (same as in CCS Standard). The framework window is a floating window and comprises a toolbar and menu structure from which all CCS Basic functions are accessed.

The program can be divided into the following main areas:

- Users
- system setup and Management
- real-time information
- dynamic changes
- reports

### Users

The system user sets up a new user and assigns access to the setup, maintenance, monitoring and control function relevant for the required operative level of the user. The user can then set up a number of viewing profiles that they can use to tailor the CCS Basic to precisely meet current needs.

### System and setup Management

Apart from the initial setting up of basic information, CCS Basic is able to manage and setup ACD groups as follows:

- setting and editing ACD group names
- adding Agents and editing existing Agent details
- setting up and editing of call codes
- managing dynamic changes

### Real-time information

On-line statistics are processed with reference to time and threshold levels that can be set up by system administration routines. Where specifically set values are exceeded the respective statistics will be shown as alarm values. The ACD group/agent real-time information is displayed in the form of trend graphs.

### Dynamic changes

Operation and maintenance parameters set in CCS Basic are dynamically transferred to ASB 150 02. This means that changes in the basic configuration will take effect without the need to restart either CCS Basic or Windows. The following parameters can be managed dynamically:

- queue-length parameters
- queue messages and message-timing parameters
- set agent passive parameters
- clerical time
- requirement of identity codes
- requirement of call codes
- ACD group thresholds

### Reports

CCS Basic includes a standard reports package of built-in reports covering the following reporting areas:

- ACD-group reports
- agent reports
- call-code reports

## Capacity

The Application software is designed for a maximum capacity of:

- 30.000 calls/day
- 4000 calls/hour
- 8 ACD-groups
- 60 trunk lines
- 1000 (0-999) Agent PIN codes
- 100.000 (0-99999) different Call Codes can be stored.

## Limitations

- only one CCS program (either Standard or Basic) can be connected to an ASB 150 02 system
- external status display (such as wallboards and on-screen displays) are not supported by CCS Basic
- CCS Basic does not support Agent groups

## Programming

See Start of Operation (2/1537-ASB 150 02 Uen).

## Equipment

### System Telephone

Following telephones of the Dialog 3000 series may be used for in combination with CCS Basic.

- DBC 211
- DBC 212
- DBC 213

#### Connection to the ASB 150 02

Following hardware is required for connection of the CCS Basic to the ASB 150 02.

##### V.24 cable to connect ASB 150 02 and the PC

For detailed information about the connection to the
ASB 150 02, see document Start of Operation (2/1537-ASB 150 02 Uen)..

For detailed information about the installation of the software, see Installation Guide.

#### Personal Computer

CCS Standard requires the following minimum configuration of personal computer:

- 100% IBM compatible
- ISA architecture
- Pentium 75Mhz processor (or better)
- 16 MB RAM
- Bus mouse
- one internal 3.5 inch disk drive
- 850 MB free hard disk space
- One standard serial port, configured as COM 1
- One parallel port for the adaptation unit and system printer
- SVGA graphics card with minimum 1 MB of memory and minimum resolution of 800x600
- 15 inch SVGA non-interlaced colour monitor
- MS-DOS 6.0 or higher and Windows 3.11 for Workgroups or Windows 95 operating system

#### Documentation

To supply the end-user with detailed information see also the user documentation for the CCS Standard:

User’s Guide EN/LZT BS 102 062/B (available in Word-format on floppy disks)

Installation Guide EN/LZT BS 102 063/B (for CCS Standard and CCS Basic)

Quick Reference Guide EN/LZT BS 102 064/B

Revision: E © Ericsson Enterprise 2003