BusinessPhone Communication Platform 4.0
Facilities

## Feature Comparison of CCS Standard with CCS Basic

## General

This chapter shall give an overview about the features supported by CCS Standard and by CCS Basic, to enable technicians to point out the differences.

### Menu structure

The menu structure is the same for both, CCS Standard and CCS Basic. Both applications have the same framework window.

### User types and user permission

User types and user permission work in the same way for the Standard and for the Basic. There are two levels of users, the normal user and the system user. Any amount of normal users can be configured, but only one system user. The amount of access to information can be restricted and therefore is different for normal users.

### Real-time views

#### ACD group real-time view

This table displays detailed information about all ACD group real-time views.

Information displayed (Blatt 1 von 2) | CCS Standard | CCS Basic
Maximum Queue Size | yes | yes
Current Number of Calls in Queue | yes | yes
Longest Call in Queue | yes | yes
Expected Delay | yes | yes
Number of Active Agents | yes | yes
Calls Offered | yes | yes
calls answered | yes | yes
Service Level Percentage | yes | yes
Service Level Trend Graph | yes | yes
Agent Performance Trend Graph for average answer, average talk, average clerical time of the selected ACD Group | no | yes
Average Time to Answer | yes | yes
Average Talk Time | yes | yes
Average Clerical Times | yes | yes
Average Queue Time | yes | no
Available Agents | yes | no
Agents in ring | yes | no
Agents in clerical | yes | no
Occupied agents | yes | no
Average Wait to Answer | yes | no
Average Wait to Abandon | yes | no
Calls abandoned | yes | no
Calls overflowed out | yes | no
Calls Transferred in | yes | no
Calls Rejected | yes | no
Average Queue Length | yes | no
Calls Overflowed in | yes | no
Longest Wait Time | yes | no
Histograms for average queue, average ring, average clerical time, average call time, average wait, and average agent | yes | no

#### Agent real time view

This table displays detailed information about agent real time views. Agent real time views are not supported by the CCS Basic.

Information displayed | CCS Standard | CCS Basic
Name | yes | no
PIN Code | yes | no
State (including the colour) | yes | no
Time in a state | yes | no
Connected to (trunk or ext. number) | yes | no
Information on selected agent | yes | no
working on extension number | yes | no
Log on at Time | yes | no
Log on Time Duration | yes | no
Available Duration | yes | no
Active Duration | yes | no
Occupied Duration | yes | no
Current Call information on selected agent | yes | no
Real Time statistics on selected agent | yes | no

#### Agent group real time view

Agent groups are only supported by the CCS Standard. They cannot be set up with the CCS Basic (Agent Groups are for example day shift, night shift, newly employed agents, etc.).

### Report system

Both systems use the Borland Data Base Engine and the Crystal Reports. All generated reports can be shown on the screen, or sent to any Windows compatible printer, respectively network printer and fax machine. All Reports can be exported to an extensive range of standard formats, e.g. Excel, CSV, Lotus 1.2.3, quattro pro, etc.

Report Types | CCS Standard | CCS Basic
Standard | yes | yes
Summary | yes | no
Period | yes | no
Scheduled reports | yes | no
Report macros (multiple reports that can be scheduled) | yes | no
ACD group reports | yes | yes
Agent reports | yes | yes
Call Code reports | yes | yes
Agent group reports | yes | no

Reports (Blatt 1 von 2) | CCS Standard | CCS Basic
Standard | Summary | Period
Agent Reports
Agent ACD Activity | yes | yes | no | no
Agent ACD Queue Performance | yes | no | no | no
Agent Call Code Activity | yes | yes | no | yes
Agent Completed Call Details | yes | no | no | yes
Agent abandoned call | no | no | no | yes
Agent Log on activity | yes | no | no | no
Agent Performance | yes | no | no | no
Group Reports
ACD Queue Abandoned Call | yes | yes | no | no
ACD Queue Agent Activity | yes | yes | no | no
ACD Queue Agent Performance | yes | no | no | no
ACD Queue Agent Log on activity | yes | no | no | no
ACD Queue Call Breakdown | yes | yes | no | no
ACD Queue Call Code Activity | yes | yes | no | no
ACD Queue Call Handling | yes | yes | no | no
ACD Queue Call Wait | yes | yes | no | no
ACD Queue Calls Answered | yes | yes | no | no
ACD Queue Short Calls | yes | yes | no | no
Agent ACD Queue Activity (by agent group) | yes | yes | no | no
Agent ACD Queue Performance (by agent group) | yes | no | no | no
Agent Call Code Activity (by Agent Group) | yes | yes | no | no
Group Reports
Agent Group ACD Queue Activity | yes | yes | no | no
Agent Group ACD queue Performance | yes | yes | no | no
Agent Performance (by Agent Group) | yes | no | no | no
Agent Log on Activity (by Agent Group) | yes | no | no | no
ACD Group Reports
ACD Group Abandoned Call | yes | yes | yes | yes
ACD Group Agent Activity | yes | yes | no | no
ACD Group Agent Log on Activity | yes | no | no | no
ACD Group Agent Performance | yes | no | no | no
ACD Group Call Breakdown | yes | yes | yes | no
ACD Group Call Code Activity | yes | yes | no | no
ACD Group Call Handling | yes | yes | yes | no
ACD Group Call Wait | yes | yes | yes | no
ACD Group Calls Answered | yes | yes | yes | yes
ACD Group Short Calls | yes | yes | yes | no
ACD Group Trunk Utilisation | yes | no | no | no

### Wallboard support

The CCS Standard supports wall boards and has the necessary user interfaces for Wall Board messaging. The CCS Basic does not support Wallboards.

### Basic manpower planning tool

The CCS Standard has an integrated manpower planning tool that allows the user to calculate the number of agents needed according to average speed of answer, average talk time, average clerical, and total call volume per specified period. This integrated module uses standard statistics calculating tools (Erlang B and Erlang C). It also works in reverse and lets the user calculate for example average speed of answer of Service Levels from certain assumed staffing quantities. The CCS Basic does not support this Manpower Planning Tool.

### Operation and maintenance

Both software packages are provided with the basic configuration information from the ASB 150 02 automatically when the CCS is connected.

System Configuration parameters | CCS Standard | CCS Basic
Agent Groups | yes | no
ACD Group names | yes | yes
Agent Details | yes | yes
Agent PIN's | yes | yes
Wall Board Messages and schedules | yes | no
ACD Queue Thresholds & Alarms for : Service Level, Short Calls, Abandoned Calls | yes | yes
Setting of System Reset Time | yes | yes
Call Code Details | yes | yes

Operation and Maintenance Commands | CCS Standard | CCS Basic
Time to First Voice Answer | yes | yes
Time to Second Voice Answer | yes | yes
Type of Queue Messages (Expected Waiting Time or Queue Position) | yes | yes
Maximum Queue Size | yes | yes
Maximum Queue Size option (fixed or dynamic) | yes | yes
Time to Set Agent Passive | yes | yes
Maximum Clerical Time | yes | yes
Pin Code (required/not required) | yes | yes
Call Code (required/not required) | yes | yes
Other important O&M features
System Security (passwords for different users) | yes | yes
System Configuration Print out/Export | yes | yes
System Log files | yes | yes
Exception Log | yes | yes
Diagnostic Log | yes | yes
System Log | yes | yes
Event Log | yes | yes

Revision: E © Ericsson Enterprise 2003