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Strata DK424 ACD/MIS Feature Comparison  5/99

♦

Taske does not have Utilization Reports. Insight DK provides Utilization Reports which show the 
percentage of time agents and extensions have been doing the things they do.

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Taske lacks the flexible filters Insight DK uses within the reporting package which can, for example, be 
used to look for calls to/from certain telephone numbers.

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Insight DK uses flexible Profile Reports allowing time intervals of any number of, minutes, hours, days 
and weeks. Taske’s Profiles are limited to half hourly, hourly daily and weekly and are fixed according to 
the report type being run.

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Insight DK has distribution reports for answered and abandoned calls. These reports can have any number 
of independently configured time buckets.  Taske can only have 10 of these buckets.

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Taske can report on agents call rate for incoming calls only. Insight DK can report on incoming, outgoing, 
intercom, and the combined call rate of all displayed call types.

♦

Taske does not support Work Unit Codes.

Toshiba Advantages Over Cintech

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Cintech Cinphony Norstar ACD does not support DNIS. The Strata DK424 ACD enables incoming DNIS 
telephone numbers to be assigned DNIS names that display on ringing agent telephones. DNIS calls can be 
routed to unique ACD groups for each DNIS number. Each DNIS number can be routed to different 
destinations during Day/Day2/Night mode.

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Cintech only provides limited support of LAN-based PC display messaging. Only four additional 
supervisors can monitor call center statistics for specific ACD groups and may only run either the LAN-
based PC Status Display for Windows or wallboard support mutually exclusively; they cannot run them 
simultaneously. Insight DK uses inView to display performance information and agent/extension status on 
as many PCs as you need. These PCs are connected to the LAN or WAN using Internet TCP/IP protocol. 
The inView PC displays are an effective supplement or alternative to overhead electronic wallboards that 
may no be visible to many physical locations either within or outside the call center facility.

♦

Cintech does not produce a Delayed Call Report. Insight DK can produce a summary of calls offered to a 
group versus totals and percentages of calls handled, calls delayed, and percentages of calls answered 
within predefined time increments.

♦

Cintech does not provide Forecast Reports. The Insight DK Plus Forecasting reports help supervisors 
project CO line usage and staffing requirements by comparing actual data over a time period to projected 
data parameters they set. This type of “what if” analysis helps determine what the work load and resource 
requirements would be under certain conditions.

♦

Cintech only supports maximum five supervisor terminals. This does not meet the need for many multiple 
supervisor applications. The Strata DK424 ACD supports up to 16 supervisors and the Insight DK Plus 
supports up to 80 supervisor terminals.

♦

Limited historical data storage (90 days or so) limits the historical reporting available with Cintech.  
Insight DK can store data for up to 1 year.

Toshiba Advantages Over Innings

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Innings only supports one supervisor terminal. This does not meet the need for multiple supervisor 
applications. The Strata DK424 ACD supports up to 16 supervisors and the Insight DK Plus supports up to 
80 supervisor terminals.

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Limited historical data storage (30 days or so) limits the historical reporting available with Innings. Insight 
DK can store data for up to 1 year.

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Innings does not support LAN-based PC display messaging. Insight DK uses inView to display 
performance information and agent/extension status on various PCs connected to the LAN or WAN using 
the Internet TCP/IP protocol. The inView PC displays are an effective supplement or alternative to 
overhead electronic wallboards that may not be visible to many physical locations either within or outside 
the call center facility.

♦

The Innings ACD lacks call distribution method flexibility by not supporting routing option to next 
available agent. The Strata DK424 ACD routes calls to either most idle or next available agent.

Содержание Strata AirLink DK424

Страница 1: ...Light NEC 2000 Nortel Option 11C Siemens Rolm CBX 9200 Tadiran Coral Small Hybrid Systems Comdial Impact 560 Executone IDS InterTel Axxess Iwatsu ADIX Lucent Merlin Legend Nitusko 384i Nortel Norstar Panasonic DBS Medium Hybrid Systems ACD MIS Feature Comparison ...

Страница 2: ...ods may warrant 4022050 Version A May 1999 Copyright 1999 Toshiba America Information Systems Inc Telecommunication Systems Division All rights reserved No part of this manual covered by the copyrights hereon may be reproduced in any form or by any means graphic electronic or mechanical including recording taping photocopying or information retrieval systems without express written permission of t...

Страница 3: ...d or interval depending on the type of statistics being displayed Reporting Differences Taske cannot report Agent Short Long calls Insight DK does report on Agent Short Long calls which is useful when monitoring the quality of calls handled by an agent A supervisor can see whether the agent is handling calls within the optimum time thresholds set by the company or department Insight DK can also ca...

Страница 4: ... to overhead electronic wallboards that may no be visible to many physical locations either within or outside the call center facility Cintech does not produce a Delayed Call Report Insight DK can produce a summary of calls offered to a group versus totals and percentages of calls handled calls delayed and percentages of calls answered within predefined time increments Cintech does not provide For...

Страница 5: ... and weeks Hybrid Systems Toshiba DK424 Comdial Impact 560 Executone IDS 648 Iwatsu ADIX InterTel Axxess Lucent Legend Nitsuko 384i Nortel Norstar Panasonic DBS576 Capacities Agent Groups 16 16 15 251 60 50 42 8 24 4 Agent ID Codes 256 250 200 400 1000 60 N A 240 128 Agents per Group 240 48 500 150 250 282 144 80 64 Agents per System 240 250 500 150 250 282 144 80 128 Maximum Active Agents Traffic...

Страница 6: ...rt 25 ACD groups The Executone IDS stores a maximum of 31 days historical data within the system Additional historical data up to 1 year can be stored with the PC option 2 The maximum ACD capacities listed for the Lucent Legend is for one Call Management System CMS PC attached to the system These capacities can be doubled with a second CMS PC attached to the same Legend system 3 The Comdial Impact...

Страница 7: ...istribution Flexibility Std INA INA Std N A Std N A Std INA Route to Most Idle Std Std Std Std Std Std Std Std Std Route to Next Available Std INA INA Std N A Std N A Std INA Call Monitoring Supv Std Std Std Std Std Std Std Std Std Caller ID Opt Opt Opt Opt Opt Opt Opt Opt Opt Dialed Number ID Service Opt Std Opt Std Std Opt Opt Std Std Electronic Wallboard Connection Opt Opt Opt 4 Opt Opt Opt Opt...

Страница 8: ...rocessor to connect remote agent login 3 The Nortel Meridian MAX IPE ACD occupies 3 card slots in the Option 11 providing an integrated system resident ACD MIS capability Historical data stor age can be increased from 10 weeks standard to 3 years optional stored as monthly reports by attaching an optional PC based external application proces sor From 1 5 supervisor terminals and 1 2 report printer...

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