Acd Call Center Viewer; Computer Requirements - Toshiba Strata DK14 General Description Manual

ACD Call Center Viewer

The Toshiba Call Center Viewer application organizes and displays ACD events reported by the
Strata DK424 MIS port. The data displays on a host PC screen in easy-to-read, full-color
Microsoft® Windows® format. The Call Center Supervisor gets real-time information on call
queue status, Agent status, and other useful information for managing the ACD groups.
The Call Center Viewer application runs concurrently with other Windows applications on the
ACD Supervisor PC. This enables ACD Supervisors to manage their ACD groups while working
in other applications. Multiple Call Center Viewer applications can be used simultaneously on a
DK424 system to accommodate multiple ACD Supervisors.
The data can also display on optional Spectrum Electronic Wall Boards that can be purchased from
the Spectrum Corporation.
Call Center Viewer can be used on the same DK424 system in conjunction with the Toshiba
Software MIS (SMIS), when historical reporting is required. Call Center Viewer provides the
multiple displays and connection of electronic wall boards, while SMIS provides the historical
ACD reports.

Computer Requirements

The Call Center Viewer application does not require a dedicated PC. When The Call Center
Viewer application connects to the DK424, it functions as a machine-to-machine interface,
constantly updating call center data. Toshiba recommends installing the Call Center Viewer
application on a customer-supplied PC that meets the following recommended minimum
requirements.
IBM-compatible Pentium® 100 MHz PC
Windows 95
16MB RAM
10MB available hard drive space for the application
3.5 1.44 MB floppy-disk drive
1 available serial communication ports (2 if using wall boards)
Parallel printer port (for activation key)
VGA color monitor
Keyboard and mouse
Windows Graphics Accelerator
Increasing the processor speed and adding more RAM improves the host PC's and the Call Center
Viewer's performance.
Strata DK Feature Description 5/99
Automatic Call Distribution
System Availability
Standard on Strata DK424 with ACD
software and MIS port
ACD Feature Interaction
325