Software

Call Centers with Rockwell Spectrum ACD phone systems may use the popular Alpha LED electronic displays (readerboards) to exhibit ACD statistics and Supervisor messages to Agents and Supervisors in one or more queues, agent and application groups. If Supervisors and Agents computers are on a local area network using Windows NT, 2000, or XP, then Supervisors may type messages on their computers using a browser screen and Internet Explorer. The ACD statistics and Supervisor messages display on the Alpha LED readerboards and, if the feature is installed, on Agent and Supervisor computer screens.

Several connectivity options are available for reading real-time and historical ACD statistics from the Rockwell ACD phone system:

• Direct serial connection (via COM1, 2, 3, 4, etc.) between the Alpha Controller and the Rockwell system.
• Telnet session over the Local Area Network between the Alpha Call Center System and one or more Rockwell systems.
• The Alpha Call Center System can make ODBC/SQL custom queries of selected data fields in one or more databases.

Benefits:

• When agents are able to see "real time" call waiting status, sharp increases in productivity and dramatic reductions in "Calls Abandoned", "Calls Waiting", and "Longest Wait" are reported. Through the use of visual and audible alerts, agents know within seconds when ACD Call Center statistics exceed acceptable thresholds.
• Call Center Supervisors are no longer "tied" to their desk watching a computer terminal. They can use their time more productively, focusing on agent performance, on problems with customers and on training.
• Higher Call Center service levels translate into better customer service and faster response time to customer requirements.
• Telephone equipment and personnel are utilized more efficiently.
• Call Center Supervisor and agent communications are improved and are speeded up. Typed messages can be broadcast simultaneously to all agents in a Call Center.

Features:

• Display Flexibility – Since each Alpha LED Sign (readerboard) is individually addressable, the Alpha Call Center System can send different combinations of information to each display. Different sized readerboards can be used in different departments, and each readerboard can display a different combination of queues and ACD statistics. Several queues may be displayed on the same readerboard, and different combinations of queues may be displayed on different readerboards. Messages may be sent to all readerboards, to specific groups of readerboards, or to individual readerboards.

• Supervisors Choose Which ACD Statistics Are Displayed – Any ACD statistics may be displayed for each Call Center queue. The Supervisor may choose which statistics are displayed and the order and font they are displayed in. Any statistic shown on a Rockwell Agent or Application report or display screen may be displayed real time on one or more Alpha LED Signs. Examples of these statistics include:
  • Number of Calls Waiting (CW)
  • Longest Wait in minutes and seconds (LCW)
  • Number of Agents logged in (MN)
  • Number of Available Agents (WT)
  • Agents on ACD calls (AC)
  • Agents on DN calls (DN)
  • Agents not ready (NR)
  • Abandoned calls (AB)
  • Total calls received
  • Service level

Example of Rockwell ACD Statistics Display

Where:	CW=Calls Waiting	MN=Agents Manned
	LCW=Longest Call Waiting	WT=Agents Waiting
	AC=Agents on ACD Calls	DN=Agents on DN Calls
	NR=Agents Not Ready	AB=Abandoned Calls

• Multiple Rockwell Interfaces -- The Alpha Call Center System will read and display ACD statistics from multiple reports and connections to one or more Rockwell ACD systems at the same time. This means that your Alpha readerboards can show the widest variety of ACD statistics -- Calls Waiting, Longest Wait, Positions Manned, and any statistics shown in real-time reports from any Rockwell phone system on your network.
  
  
• The Call Center Supervisor may set Alert Thresholds for each field for each queue. For example, if the number of Calls Waiting (CW) reaches 5, or the Longest Call Waiting (LW) exceeds 1 minute, or Positions Manned (POS) drops to 5 agents, the displayed statistic for that field can change color, beep the audible alert, display a message, or flash, at the preference of the Call Center Supervisor. Then If CW or LW reach the next threshold, the displayed statistic(s) can again change color, beep the audible alert, display a message, flash or perform a combination of these actions.
  
  
• Audible Alert -- All Alpha readerboards have a built in Audible Alert. Beeps may sound when a threshold is reached. The Audible Alert may be easily "muted" by changing the beep setting. The beep can sound once when a threshold is reached, or it can sound over and over. The supervisor sets the number of seconds between beeps. Optionally, the system can activate a strobe light or bell or play a specified .WAV file, or it can transmit a message to a pager.
  
  
• Sleep Feature ??? When the last agent logs out of a queue, the system can remove the queue from the readerboard and not display ???zero??? ACD statistic values for that queue. Only supervisor messages continue to display. The Sleep Feature may also be invoked manually, so that ACD statistics do not display, even when agents are logged in.
  
  
• Enter Messages -- Supervisors may enter messages to agents and service messages using any browser program, such as Internet Explorer. These messages are typed on any computer on the network with access to the Alpha Controller. Display effects and animations may be included in the messages. Supervisor messages may either alternate displaying with the display of Call Center statistics, or on multi-line readerboards, messages may occupy a separate line of the readerboard. Readerboards may also be dedicated to displaying messages only. NOTE: Typing messages on a Supervisor's PC on a LAN is an option that requires network connectivity.
  
  
• Concurrent Operation -- Messages display and Skillset statistics update, while messages are being typed, while thresholds are being changed, and while other system procedures are being performed. When statistics change, the statistics on the message board change instantly.
  
  
• User Friendly -- The Alpha Call Center Statistics Display System employs user-friendly features, such as function keys, on-screen documentation and pop up menu selections, to facilitate changing thresholds and typing local messages.
  
  
  
  The top section of the Alpha Call Center System screen lists the fields being read from Application and Agent report(s).

Supervisors can right-click on any field in this section to display a dialog box for setting thresholds and other criteria for each field. Any field can have incrementing or decrementing thresholds, and Supervisors can indicate the points where the displayed data change color from green to amber to red.

The middle section is used to define the Rockwell Application and Agent reports being read. The Alpha Call Center System can read as many real-time and/or periodic reports as needed to capture the desired statistics. The Alpha Call Center System can create new fields from calculations on existing fields. It can also summarize fields from multiple queues into fields in a single queue.

The bottom section is used to assign queues to one or more Alpha displays. Configuration options allow Supervisors to define the queues they want to monitor on each Alpha display. If more than one queue is assigned to a display, the queues display one after the other.

• Message Editor in Browser -- Message composition and transmission is done using a browser, such as Internet Explorer. The following screens show the Message Editor and the drop-down menu feature.
  





• Special Effects -- The following Alpha readerboard features may be used in messages:
  • 25 Display Modes -- roll up, roll down, roll in, roll out, roll right, roll left, wipe up, wipe down, wipe in, wipe out, wipe right, wipe left, flash, sparkle, twinkle, starburst, snow, slide, spray, hold, interlock, switch, rotate, scroll and automode.
  • 4 Positions -- top, bottom, middle and fill.
  • Character Settings -- serif, san serif, proportional, fixed, wide, double wide, normal, 5 pixel high, 7 pixel high, 10 pixels high, 15 pixel high, double high, flashing characters, etc.-- are built into the Alpha readerboards to provide variety and interest to messages and to capture the attention of the viewer.
  • 7 Color Settings -- green, amber, red, rainbow 1, rainbow 2, mix and autocolor.
  • International Character Set
    
    
• Animations and Clock -- Most Alpha readerboards have nine pre-programmed animations built in -- Fireworks, Cherry Bomb, Slot Machine, Running Animal, Turbo Car, Don't Drink and Drive, No Smoking, Welcome, Thank You, etc. -- and all Alpha readerboards can display the time and ten day and date formats. The animations and the time of date may be used in your messages. NOTE: The Alpha 7000 and AlphaVision readerboards do not have built in pre-programmed animations; however, you may run custom animated GIFs on these models.
  
  
• Remote Diagnostics and Support – Software installation, custom modifications and program updates are provided using a modem and our Remote Access program. This enables us to respond instantly to your requests for program changes. It also simplifies installation and allows us to respond immediately to any problem you may experience with your software or hardware.
  
  
• Which Alpha Readerboard Model to Use? -- Two-inch high letters are easily readable from a 75' distance. Four-inch high letters are readable from a 125' distance. Seven-inch letters are readable from 200' away.
  • Alpha 4000 Series readerboards display one 4.8" line or two 2.1" lines at a time.
  • Alpha 7000 Series readerboards display one 7.2" line or two 3" lines or three 2.1" lines or four 1.5" lines at a time.
  • Alpha Premiere 9000 Series readerboards display one 9.6" line or two 4.5" lines or three 3" lines or four 2.1" lines or five 1.5" lines at a time.
  • Alpha 215 and Alpha 220C models display one 2" line at a time.
  • readerboards displays from four to sixteen 2.1" lines at a time. Other character sizes can also be used.
    
    
• Manuals ??? Two manuals are provided:
  • The Networking Alpha™ Signs manual describes:
    • How one or more signs and the computer are connected.
    • How to change the address of a sign.
    • Various attachment components.
    • Cable wiring diagrams.
    • How to jumper a sign for RS-232 or RS-485 operation.

  You may download this manual at the following address by clicking here:
  9700-0112.html

  • The Alpha Call Center System manual serves both installation and operational needs.
    • It contains a complete implementation plan, including a convenient checklist for ordering required items from various vendors.
    • It describes: (1) installing the Alpha Controller, (2) connecting the Remote Access Modem, (3) mounting the Alpha LED Sign(s), (4) cabling and connecting the Alpha LED Signs to the Alpha Controller, (5) cabling and connecting the Alpha Controller to the ACD phone system, and (6) installing and configuring the Alpha Messaging software for each Supervisor.
    • It explains how to change thresholds; how to change queue names and sign abbreviations; how to compose messages using the message editor, and how to exit and restart the system.
    • It describes in detail the 25 special effects, time of day, animations, international characters and other readerboard features.

  This manual is provided to you upon receipt of your Purchase Order or upon request.

• Warranty -- The software is covered by a lifetime warranty. If the Alpha Call Center System software fails in any way, we will fix it or replace it by modem at no additional charge. The Alpha Controller and Alpha readerboards are covered by a limited one-year or two-year warranty, depending on model. If an Alpha readerboard fails, we will repair it at no charge and return it to you freight prepaid. When we receive a report that an Alpha readerboard is broken, we can provide a loaner, if this is required. Typically, you would take down the broken Alpha LED Sign and ship it to the Adaptive service center in Milwaukee for repair. If the Alpha Controller fails, we can provide a replacement machine. It is the customer's responsibility to ship the broken unit back using the same packing materials.

• Required Items:
  • Alpha Controller -- Pentium IV-class Computer System with 256 MB RAM, high speed Hard Disk with at least 20 GB capacity, CD-ROM Drive, two or more Serial Ports, 56K Modem, Network Interface Card, Video Adapter and Monitor capable of displaying 1024 x 768 resolution in Full Color, Mouse, Keyboard, Microsoft Windows 2000 Professional, Internet Explorer, and Remote Access software (for example, Symantec pcAnywhere™ or VPN access software). Alpha Controllers ordered from Alpha-American are shipped with all required components and with Windows™ operating system software, application software, support programs, and diagnostics programs pre-loaded. The Alpha Controller and its components may be installed by you or by our installation staff.
  • Supervisor User Login and Password must be assigned for use by the Alpha Controller.
  • RS-485 or Ethernet Connectivity:
    • If RS-485 Connectivity is used, then RS-485 twisted pair cable must be run from the Alpha Controller to the first Alpha LED Sign and from the first Alpha LED Sign to the next, etc. The cable requirements depend on how many Alpha LED Signs are needed and how far away from the Alpha Controller they will be located. Alpha LED Signs may be attached up to 4,000 feet from the Alpha Controller. The cable used should be a quality UL listed cable, such as Belden 8761. This cable may be ordered with the Alpha LED Signs, or it may be purchased locally. Many customers use CAT5 telephone cable. The cabling is connected between RS-485 Network Adapters (surface mounted or recessed telephone company-type RJ11 modular adapter jacks or "biscuit" boxes) installed at each Alpha LED Sign and at the Alpha Controller. The individual Alpha LED Signs and the RS-232 to RS-485 Converter Box are then connected to the RS-485 Network Adapters using RS-485 Modular Cables.
    • If Ethernet Connectivity is used, then an Ethernet Adapter must be ordered for each Alpha LED Sign. Several Ethernet Adapter options are available. Please contact Alpha-American Programmable Signs for additional information.
• Additional cabling information is provided in the Networking Alpha™ Signs manual (click to download). This manual is also provided with your order.

• Modem Phone Line -- An analog modem phone line and telephone jack must be installed near the Alpha Controller to connect the Alpha Modem. This phone line is used to install and customize the Alpha software to your exact requirements. It is also used for training, for program maintenance and for troubleshooting problems when they occur.
• Electricity – 24 hour electrical wall plugs should be installed within 6' of each device. Three electrical wall plugs are required for the Alpha Controller, Monitor, and RS-232/485 Converter Box. A power strip or a UPS (Uninterruptable Power Supply), plugged into one electrical wall plug near the Alpha Controller will usually satisfy this requirement.
• Installation of the Alpha Controller, remote access software, Alpha software, cabling and all Alpha LED Signs.

What to Order from Alpha-American:

• One or more Alpha LED Signs (Readerboards). Some Call Centers install one readerboard for each queue being monitored. Many Call Centers display statistics for several queues on a single readerboard. The Alpha Call Center System will display ACD statistics and Supervisor messages on the same readerboard or on separate readerboards ??? one for messages and one for ACD statistics. Many Call Centers require more than one readerboard, so all agents can see a display, depending on how agents' desks are oriented in the room. Many Call Centers use multi-line displays to display several queues at once.
  
  
• RS-485 Connectivity Items – If RS-485 connectivity is being used, the following items are required to connect Alpha readerboards to the Alpha Controller:
  • Alpha RS-232 to RS-485 Converter Box ??? Converts information from RS-232 to a protocol that will travel up to 10,000 feet over RS-485 Network Cable.
  • Alpha RS-232 Type ???A??? Serial Cable ??? Connects Converter Box to Alpha Controller.
  • RS-485 Modular Cable ??? One for each readerboard. Connects readerboard to RS-485 Network Adapter
  • RS-485 Network Adapter ??? One for each readerboard. RS-485 twisted pair cable connects the RS-485 Network Adapters together. An RS-485 Modular Cable is plugged into the Alpha LED Sign and into the RS-485 Network Adapter for that display.
  • RS-485 Network Cable (twisted pair) ??? Connects Converter Box to each Network Adapter.
• Ethernet Connectivity Items – If Ethernet connectivity is being used, the following items are required to connect Alpha LED Signs to the Alpha Controller using Ethernet connectivity.
  • Alpha Ethernet Adapter Kit II ??? Provides an IP address for the Alpha LED Sign. Connects to the Alpha LED Sign and connects to a 10 or 100 Base-T Local Area Network.
  • Built-in Ethernet Adapter ??? Alpha Premiere 9000 Series LED Signs may be ordered with a built-in 10 Base-T Ethernet Adapter. They will not work on a 100 Base-T network. If you have a 100 Base-T network, then you should order your Alpha Premiere 9000 Series LED Sign without the built-in Ethernet Adapter, and you should order an add-on Ethernet Adapter Kit that operates at 100 Base-T.
• Alpha Call Center System - Includes:
  • Alpha Call Center System - ACD Statistics and Messaging Display Software - connects to the Rockwell phone system, reads and formats ACD statistics and messages, and displays them in brilliant colors on Alpha readerboards (local or remote) and, optionally, in an Alpha Popup display on Agent and Supervisor workstations.
  • Networking Alpha Signs Manual and Alpha Call Center System Instruction Manual.
  • Lifetime software technical and customer support.
  • Training assistance by phone as needed.
  • One-year parts and labor depot warranty on hardware.
• Alpha Controller -- A correctly-configured, thoroughly-tested computer system, monitor, and modem with software pre-loaded on the hard disk drive.
• Remote Messaging -- Supervisors may transmit messages from their own computer over the LAN to one or more Alpha LED Signs.





• Popup ACD Statistics -- ACD Statistics may be displayed in a pop-up window on Agents' and Supervisors' computer screens, if the computers use Windows 98, Windows NT, Windows 2000 Professional, or Windows XP and are on a network (Windows, Novell, etc.). To use this option, your LAN administrator must install the Alpha Popup software on Agent computers and provide the appropriate network settings and access to the Alpha Controller by Agent and Supervisor computers. Here are three views of the popup screen. The first shows the update status, the second shows only the statistics, and the third shows the skillset selection list.

Options available:

• Turnkey Installation - We will come to your facility to install and attach the Alpha Controller and the Alpha LED Signs. We will work with your facility manager to install the Alpha LED Signs, and we will work with your telephone specialist to attach the Alpha ACD Statistics Display System properly to your phone system and to verify the wiring and connections between the Alpha LED Signs and the Alpha Controller. When the hardware is installed and operational, we will train your personnel in the use of the system. Prior to our visit, you should have electricity, cabling and jacks installed at the Alpha Controller location and at each Alpha LED Sign location.
  
  
• Custom Programming -- Upon request, we will provide an estimate for custom modifications to the Alpha Call Center Statistics and Message Display System.

Literature:

Alpha Call Center System - ACD Statistics and Messaging - Rockwell Version

Demonstrations:

Click here to display a list of Alpha Call Center System video demonstrations.

Ordering Info:

• The prices for each of the components of the Alpha Call Center System are provided in the printed document (see Literature above). For readerboard prices, please call Alpha-American at (800) 223-4636 or use our Request Form.
• 7.75% California Sales Tax is added to sales of items delivered in California, unless other arrangements are made.
• Shipping charges are added to each order.
• Submit orders by fax, mail, e-mail or telephone.
• Various terms are available.

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