Siemens HiPath 1100, Service Manual

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Service Manual
7-365
Operation
HiPath 1100 applications
7.4.13 Interaction Center Smart (Optional Software)
This software application can be used with the HiPath1150/1190/1190R systems. It provides
monitoring and tracking capabilities for supervisors of one or more UCD Groups and up to 32
Agents. The application provides real time data with respect to agent status, incoming calls,
queues, answered calls detailing statistics by group or agent, as well as other data to help
manage a Call Center. With the Smart software you can determine the number of calls
received, the number of calls lost, the time periods with a higher volume of calls, and other
information.
The system helps you assess and improve your organization’s service by providing information
through an online tool or by generating reports to help reduce client loss while helping estimate
the number of attendants needed. The Interaction Center Smart solution consists of two tools:
Monitor - A tool that provides continuous tracking of services for real time management of
agents, queued calls, group statistics including the number of calls answered, calls abandoned.
Analyst - A tool that provides supervisors with complete flexibility to perform statistical analysis
by group or by agent, and for specific periods of time. Reports can be configured to show
detailed information on the number of calls received, calls answered, calls abandoned, calls
transferred, calls answered within or outside a profile set, ACD calls duration, total talk time,
total queue time, and other data.
7.4.14 TAC Smart - Telephony Advanced Control (optional software)
This application can be used with the HiPath1150/1190/1190R systems to help identify and
display all information about a specific call. It delivers key telephony functions to the user’s PC,
including extension status monitoring, speed dialing capability, list of calls made and calls
received, contacts, all the while making calls automatically to a preset list of numbers.
This software integrates with other systems to display pop-up screens and send data to
existing applications.
7.4.15 CallReport (optional software)
CallReport is a billing system that allows you to record information about calls originated or
received by your PABX system.
CallReport runs on a regular PC under a Windows 95 / 98 /NT 4.0 / 2000 / XP environment. It
receives data sent by the PABX that are then processed and stored in a PC hard disk and
identified by extension, time, call duration, trunk, outgoing route and call cost. Subsequently, it
can generate reports containing total cost by extensions, sectors, and groups, among others,
in addition to incoming and outgoing traffic reports.
All the information is specified in the CallReport database and can be manipulated by the user
logged in as Administrator.