Spectrum Electronic Wall Boards - Toshiba Strata DK14 General Description Manual

Automatic Call Distribution
ACD Feature Interaction

Spectrum Electronic Wall Boards

Electronic wall boards can be connected to the Supervisor's PC to display call center status data.
This provides visibility of important call center event information to both Supervisors and Agents.
The Supervisor can also send custom, user-defined text information to the electronic wall board
which can be used for general information or motivational messages.
One copy of the Call Center Viewer application supports a wall board network which can cover all
active ACD groups. The Call Center Viewer application works best with Spectrum 200 and 300
series wall boards.
Multiple Wall Boards
Multiple wall boards can be connected to the Call Center Viewer application PC. The boards can
be assigned to individual ACD groups, to one ACD group, or multiple ACD groups can share one
wall board.
Priority Text Messages
You can send Priority Text Messages from the Call Center Viewer application to an individual, a
group, or all wall boards. You can use Priority Messaging for motivational messages (i.e.,
Congratulations We Made the Numbers) or informing the group of current priorities (i.e., Meeting
at 2:00). When a Priority Message displays, all other messages including ACD information
suspends for the duration of the Priority Message.
You can enter messages sent to the group at the host PC. When Priority Messaging is used
frequently by a number of different Supervisors, we recommend configuring the Call Center
Viewer application and wall board on each Supervisor's PC. This enables Supervisors to access
real-time data and eliminates the need for the Supervisor to access the host PC (which could be
unavailable) when sending their group a Priority Message.
Product Line Strategy
Call Center Viewer is an addition to the Strata DK product line and does not replace SMIS. Call
Center Viewer provides real-time ACD status displays but not reports. For call center customers
not needing reports, Call Center Viewer is ideal, because of its easy-to-use Windows format and
concurrent operation with other applications. It is also a very cost-effective way of accommodating
multiple ACD Supervisors and connecting electronic wall boards. Add SMIS when historical
reporting is needed.
Cost-effective Incremental Growth
A major advantage of the Call Center Viewer is the ability to add ACD supervisory display and
reporting capabilities when needed. This enables call center expansion to progress at the same
pace as business growth.
The Call Center Viewer application can be used by itself for call centers needing PC screen
ACD group status visibility but not MIS reports.
Electronic wall boards can be connected to the PC running the Call Center Viewer application
to provide overhead messages.
Additional Call Center Viewer applications can be added to support multiple ACD group and
ACD call center Supervisor display applications.
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