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 KX-NCV200 ACD APPLICATION SERVER AND VOICEMAIL
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KX-NCV200
ACD APPLICATION SERVER AND VOICEMAIL FOR KX-TDA100, KX-TDA200 and KX-TDA600
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Advanced Management For Call Centers
- Real-time status monitoring of all agents
- Real-time performance analysis
- 235 professional reports
- Account ID based management
- Built-in Voice Mail features and simple uniform messaging
ACD System Architecture
- Multi-Client/Server architecture built under Windows OS
- 100% GUI monitoring and reporting features
- Export reports in portable formats like POF, Word, Excel, HTML, Lotus, CSV, TSV and XML
- E-mail reports to the desired recipients
- Designed for 7-days and 24 hours availability
- Monitor in real-time the ACD operational status of the PBX syslem by analyzing the tree view window with extensions and call status, and counters that are displayed on the screen live or real-time.
ACD Report Server Benefits
- Affordable solution and easy to use interface
- Increase the efficiency of decision making process
- Increase the organization flexibility and reduce the operational costs
- Agent monitor by Agent ID
- Analyze the call traffic helping IT staff identity different trends
- Help the labor cost management
- Identify frequently dialed numbers
- Save costs by recognize either unused or faulty extension and CO lines
- Assess telephone answer times for individuals and groups
- Track incoming calls via caller ID information
ACD Report Server Architecture
- ACD Report Server consists of the following components: ACD Report Client & KX- NCV200 (ACD Report Server & Voice Mail System)
General Features ACD Groups Information
ACD Report Server collects all the information about the ACD groups defined on TDA PBX. All the past call processing is done according to the information gathered from the TDA PBX.
Extension Information
ACD Report Server collects all the information about the Extensions declined on TDA PBX and their allocation to different ACD groups. All the past call processing is done according to the information gathered from the TDA PBX.
Agent Information
For each Agent an unique ID number can be defined. The Agent logs in the system using the ID number and a password. This teature allows you to exactly monitor Agent activity and efficiency.
Customer Information
The ACD Report Server window allows user to manage the customer information associated with the associated Caller ID lines. The user can:
- Add a new Customer and specific Caller ID and/or Caller Name for easy identification of incoming calls
- Remove an existing Caller
- Modify the Customer information (i.e. First, Middle, Last Name and Caller ID)
Monitoring Features
Real-time Call Information ACD Report Server presents the following information categories:
- Status of each extension and trunks (idle, busy, etc.)
- Type of the call (incoming, outgoing, internal)
- The phone numbers for each party involved in the call ACD Report Server manages the following type of counters and timers:
- Active Counters
- Cumulative Counters
- Peak Counters
- Active Timers
- Cumulative Timers and MORE!
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