4
Strata DK424 ACD/MIS Feature Comparison 5/99
Programmable CO Ring Time
Std
N/A
Std
N/A
N/A
Std
N/A
N/A
Std
Queue Alarm Threshold Timer
Std
Std
Std
Std
N/A
Std
Std
Std
N/A
Queue Priorities
N/A
N/A
Std
Std
Std
N/A
N/A
Std
Std
Queue Status LCD Display
Std
Std
N/A
Std
N/A
N/A
Std
Std
Std
Ring State Pre-selection
Std
Std
Std
Std
N/A
Std
N/A
Std
N/A
Auto Answer & Zip Tone
Std
Std
Std
Std
N/A
Std
N/A
Std
N/A
Manual Answer
Std
Std
Std
Std
Std
Std
Std
Std
Std
Skill Based Routing
N/A
N/A
Std
Std
N/A
N/A
N/A
Std
N/A
Work Unit Code
Std
N/A
Std
Std
N/A
N/A
N/A
Std
Std
MIS Displays
Agent Statistic
Std
Std
Std
Std
Std
N/A
Std
Std
Agent Status
Std
Std
Std
Std
Std
Std
Std
Std
Std
Group Traffic
Std
Std
Std
Std
Std
N/A
Std
Std
Queue Status
Std
Std
Std
Std
Std
Std
Std
Std
Std
System Status
Std
Std
Std
Std
Std
Std
N/A
Std
Std
MIS Reports
Agent Activity
Std
Std
Std
Std
Std
Std
Std
Std
Std
Delayed Call
Std
Std
Std
Std
Std
INA
N/A
N/A
Std
Exceptions/Problems
Std
N/A
N/A
Std
Std
Std
N/A
N/A
N/A
Exportable Database
Opt
Std
Std
Std
Std
N/A
Std
Std
INA
Forecast
Opt
N/A
N/A
Std
Std
N/A
Opt
N/A
N/A
Incoming Call Duration
Std
Std
Std
Std
Std
INA
N/A
Std
Std
Lost Calls
Std
Std
Std
Std
Std
Std
Opt
Std
Std
Overflowed Calls
Std
N/A
Std
Std
Std
Std
Opt
Std
Std
User-Definable Reports
Std
N/A
Std
Std
Std
N/A
Opt
Std
N/A
Variable Period Reporting
Std
Std
Std
Std
Std
Std
Opt
Std
Std
Hourly Reports
Std
Std
Std
Std
Std
Std
N/A
Std
Std
Daily Report
Std
Std
Std
Std
Std
Std
Std
Std
Std
Weekly Reports
Std
Std
Std
Std
Std
Std
Opt
Std
Std
Monthly Reports
Std
Std
Std
Std
Std
Std
Opt
Std
Std
Quarterly Reports
Std
N/A
Std
N/A
N/A
Std
Opt
Std
N/A
Annual Reports
Std
N/A
N/A
Std
Std
N/A
Opt
Std
N/A
On Demand Report Generation
Std
Std
Std
Std
Std
Std
Std
Std
Std
Auto. Scheduled Report Generation
Std
N/A
Std
Std
Std
N/A
Opt
Std
N/A
Work Unit
Std
N/A
Std
Std
N/A
N/A
N/A
Std
Std
1.
The Executone IDS108/228 support 15 ACD groups. The IDS432/648 support 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 system accommodates a system maximum of 240 CO lines, but the maximum number of ACD CO lines is 64. The Comdial QuickQ ACD
package for the Impact system is provided under OEM agreement with Innings Telecom, Inc. Innings also makes a Norstar version.
4.
The Nortel Norstar has no integrated system resident ACD capabilities. ACD can be provided by third party software packages that run on a PC application
processor. The third party ACD package listed here is Cinphony from Cintech Tele-Management Systems, Inc., a division of Cincinnati Bell. The Norstar
Cinphony MIS only supports LAN-based PC (wall board type) Status Displays for four additional supervisors to monitor call center statistics for specific ACD
groups. The Cinphony MIS PC Status Display for Windows or wallboard support are mutually exclusive; they cannot run simultaneously.
5.
The InterTel Axxess, Iwatsu ADIX, and Mitel SX200 Light use the Taske Toolbox PC-based MIS.
6.
The Nitsuko 384i has some very basic MIS display and report capabilities built-in system software. Most reports and historical data storage require the Sension
Windows PC-based MIS processor.
7.
Toshiba Strata DK424 ACD/MIS capabilities shown with Insight DK Plus to achieve maximum functionality. Work-around programming enables ACD agents
to provide coverage for up to 3 ACD groups. Overflow programming routes calls from one ACD group to another when no agents in the primary group are
available
8.
Most PC-based MIS processors can store more than the stated historical data storage amount by installing a larger capacity hard disk in the PC.
Hybrid Systems
(continued)
Toshiba
DK424
Comdial
Impact 560
Executone
IDS 648
Iwatsu
ADIX
InterTel
Axxess
Lucent
Legend
Nitsuko
384i
Nortel
Norstar
Panasonic
DBS576
