HiPath ProCenter Compact V1.0

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1 HiPath ProCenter Compact V1.0 Within the small and medium-sized firms group there is an increasing demand for visualization and evaluation of the customer s call behavior in the simple ACD solutions segment. HiPath ProCenter Compact provides a professional, cost-effective call center application for HiPath 3300/3350, HiPath 3500/3550 and HiPath 3700/3750, which extends integrated universal call distribution to include the following features: Supervisor station with Realtime Reporting, Statistics, Wallboards for a maximum of 64 active agents.

2 HiPath ProCenter Compact runs on a standard PC under Microsoft Windows NT 4 Workstation, 2000 Professional or XP. General HiPath ProCenter Compact is a multiuser application and enables all users to assign individual rights for using the application and for evaluating the recorded data. The integrated administration interface makes it very easy to configure users, authorizations, reports, licences, etc. Customer-specific data is protected against unauthorized evaluation by means of a specially secured database on the PC. HiPath ProCenter Compact on a standalone PC Legal requirements with regard to data entry and evaluation procedures requiring codetermination have been taken into consideration by means of the use of a second password for the administration of this data. HiPath ProCenter Compact in a network environment

3 Features Supervisor station with Realtime Reporting A supervisor performs managerial tasks within the call center. HiPath ProCenter Compact provides the supervisor with a supervisor station with individual reporting options. The user interface on the supervisor station can be modified by the user to suit his or her individual needs in order to provide the information required for looking at a specific situation. Realtime Reporting makes the supervisor aware of the communications procedures within the firm. It displays all UCD activities including the relevant queues. The following information is shown in different windows that can be positioned as required on the screen. Group overviews showing: Groups Agents Queues Service level Detailed group views showing: Agents with name Station ID Call number Current status If individually set thresholds for abandon and answer rate are exceeded, the supervisor can actively intervene in the situation via the supervisor station to adjust agent availability or unavailability and thus improve service. Logging functions make the service level transparent at all times even in retrospect. If wallboards are connected to the supervisor station, the user can administer them via the user interface. To do this, he compiles the individual messages to be displayed, checks them in a preview window and then dispatches them for display.

4 Wallboard HiPath ProCenter Compact supports the connection of one or two-line wallboards. These wallboards can be connected both to one supervisor station and to several supervisor stations. You will need a free COM port on the PC to connect the message board to the supervisor station. A maximum of four wallboards can be operated for each supervisor station. The wallboards pass on the following information to a group in real-time for example: Number of agents logged on Size of queue Service level Abandon rate Group number Freely selected texts Integrated system variables are updated automatically. If more than one message board is connected to a station, each message board can be controlled invidually. Statistics All communications procedures of configured agents are archived electronically by HiPath ProCenter Compact and can be displayed as required using the statistics module. Users can formulate their queries to the database using a graphical user interface. Templates are available for this purpose. Once they have been filled in, templates can be saved and then reopened for creating the same type of report in the future. The statistics module generates reports for the following from the recorded data: Stations and groups with Summation report Overview report Detailed report Call number Reports are generated for definable time periods and with a time resolution already defined in the administration system beforehand. Reports may be displayed either in the form of a graphic or a table on the screen or as a printout. The contents of the generated reports can be exported for further processing in the usual formats such as: Excel Crystal HTML Word The menu gives reporting module users the option of archiving the recorded data in a database. An archived database can always be reimported at any time.

5 Universal Call Distribution (UCD within HiPath systems) HiPath ProCenter Compact collects and displays the data from the integrated universal call distribution feature UCD. It does not take any part in controlling call distribution. This is done by the system completely independently. However, HiPath Procenter Compact controls the number of agents simultaneously active in the UCD in accordance with the number of agent/ group licenses used. A UCD group contains agents that belong to a working group. Within the system with Hi- Path ProCenter Compact connection, the number of agents that can be active in the licensed number of groups is limited to the number of licensed agents. Agents can be allocated to groups as required. The UCD agents have special functions. Before they can become active in a UCD group, they must log on to the system via the optipoint 500/optiset E telephone. After logging on, the agent s current status appears in the display. If the agent enabled the functions DND or FWD, he will be treated as unavailable. Incoming external or internal calls are automatically assigned to the station in a UCD group who has been idle longest. UCD station states An agent may be in the following states: Logon Logoff Available Unavailable Wrap-up Automatic wrap-up period Incoming Call Outgoing Call Ringing Announcements/musicon-hold for UCD groups An announcement or music-on-hold is read in via an announcement device that is connected externally. Two device types can be configured: Announcement devices in which the announcement has a fixed beginning and a fixed end Announcement devices with an endless loop The following number of announcement devices can be configured: HiPath3700/HiPath 3750: 16 HiPath 3500/HiPath 3550: 4 The agent logs on when he starts work and is then available The agent logs off when he is finished work and is no longer available The agent indicates that he is available to take calls The agent briefly logs off from his workstation (e.g. for a break) The agent indicates that he is in the wrap-up period The agent is automatically assigned a preset wrap-up period The agent is in this state when he answers an incoming call The agent is conducting an outgoing call Incoming call is signalled at the agent Queues If all of the agents in a group are busy, incoming calls together with their port numbers are entered in a queue. One queue is maintained for each group. If a line or a station entered in a queue disconnects, it is removed from the queue. Each agent in a UCD group can display the current status of the queue for his UCD group. A maximum of 30 positions are available in the queue for each UCD group. Leaving a UCD group (status "unavailable") Agents can leave a UCD group on a temporary basis. The agent is then marked as not available for the group. Direct calls for the agent that were not directed at the group are still put through. HiPath 3300/HiPath 3350: 1 Announcements can be configured individually for each UCD group and are played in the relevant sequence until the agent becomes available. Seven wait queues (announcements/music-on-hold) are available for each group. In addition, a wait time can also be configured for each destination and for each UCD group.

6 Wrap-up Agents can activate a wrap-up period following the last call that they conducted. During this period they will not receive any UCD calls. It is also possible to configure an automatic wrap-up period after each UCD call. The wrap-up period that is set applies throughout the system for all UCD groups and agents. Overflow A maximum period for which a call may stay in the queue is defined (a free agent is found for the caller). If this period is exceeded, the call is switched through to an overflow destination. An overflow can also be triggered if the maximum number of calls is exceeded. The overflow station can also activate external call forwarding which means that an external station can be used as an overflow station. An overflow address can be configured for each UCD group. Autoanswer Agent workstations with optipoint 500/optiset E telephones and headset can be configured so that an incoming call is connected automatically. Calls are signalled with a short advisory tone and are then put through automatically shortly after that (can only be configured on a per group basis). UCD night service An agent can activate the status "night service" for a UCD group. Incoming calls for this group are forwarded to the UCD night destination. The UCD night destination can be an internal or external number or a different UCD group. The UCD night service feature is an add-on to the general system night service feature and can therefore be activated independently of this. Center Compact. This should be clarified before installing the software. UCD agent status display The agent status is displayed via the LED beside the key assigned on the telephone. Transfer to UCD groups When calls are being transferred to UCD groups, there is a longer recall time (waiting field). Technical data PC The minimum requirements listed below apply on condition that the software components alone are being run on the PC. The Microsoft operating system being used (e.g. Windows 2000) may put higher demands on the PC hardware than HiPath Pro- Center Compact. This should be clarified before installing the software. Requirements for an individual station solution or for a "server PC" Processor: Pentium III, 733 MHz or higher Hard disk: 2 GB free Memory: 256 MB or higher Graphics card: resolution 1024 x MB memory Monitor: 17 inch, Resolution: 1024 x 768 pixels Sound card (optional) Connections: min. 1 free COM port CD-ROM drive Mouse and keyboard Network card: Ethernet Operating system: Windows NT 4 SP 6 Workstation Windows 2000 SP 2 Professional Windows XP The PC is connected via a V.24 interface with CSTA III protocol to the HiPath system. Alternatively, the connection may be set up via S 0 or LAN.

7 Requirements for a client PC in the LAN Processor: Pentium II, 233 MHz or higher Hard disk: 1 GB free Memory: 128 MB or higher Graphics card: resolution 1024 x MB memory Monitor: 17 inch, Resolution: 1024 x 768 pixels Sound card (optional) Connections: 1 free COM port for connecting a message board CD-ROM drive Mouse and keyboard Network card: Ethernet Operating system: Windows NT 4 SP 6 Workstation Windows 2000 SP 2 Professional Windows 98 SE Windows ME Windows XP Wallboard HiPath ProCenter Compact supports the following wallboards. Single-line display with red font, max. 15 characters Single-line display with red, green and yellow font, max. 15 characters Two-line display with red font, max. 32 characters Two-line display with red, green and yellow font, max. 32 characters The wallboards are connected to the supervisor PC via a V.24/RS232 interface. The wallboards themselves are equipped with a V.24 and an RS485 interface. The V.24 interface is adequate for cable distances of 15 m between the PC and the message board. In the case of greater distances, a converter from V.24 to RS485 should be used. This makes it possible to bridge distances of up to 3000 m between the PC and the message board. The wallboards can also be cascaded using the RS458 interface. Communications systems Hicom 150 E OfficeCom/Office Pro V1.0 Hicom 150 H OfficeCom/Office Pro V1.0, V1.2 HiPath 3300/3350 V3.0 HiPath 3500/3550 V1.2, V3.0 HiPath 3700/3750 V1.2, V3.0 Interface Configuration of the V.24 interface with CSTA III protocol (an S 0 or LAN interface is optional) Supported terminals analog terminals optiset E optipoint 500 opticlient 130 Depending on the configuration of the terminals, the display may be omitted. In the case of terminals that have no function key, the UCD functions, such as Logon / Logoff etc., can also be called using code numbers. Restrictions The following HiPath 3000 features should not be configured for UCD agent terminals: MULAP Team / Top Team group ringing on the terminal The PC on which the basic HiPath ProCenter software is running must always be switched on. Otherwise not all of the call distribution data is recorded. Statistics for this time period would then be invalid. Installation of additional applications It is only possible to guarantee problemfree operation if no other applications are run on the PC on which the HiPath Pro- Center Compact basic SW is installed (single station or server PC). Applications on an individual station / server PC The following principles apply if other applications need to be installed on the PC in addition to HiPath ProCenter Compact: Depending on the type of application, the hardware requirements will rise. This also includes anti-virus software. It is necessary to ensure that the system resources required for HiPath ProCenter Compact, such as the COM interface or internal SW interfaces, are not used. In principle, other ACD solutions (e.g. HiPath ProCenter Office) should not be run together with HiPath ProCenter Compact on a HiPath 3000 system. The same applies to applications that affect the switching of calls to UCD subscribers or UCD call numbers, e.g. through the programming of diversions. Applications on a client PC In addition to the Hipath ProCenter Compact supervisor and statistics SW, other applications can also be run on a client PC in the network. However, HE requirements also rise in this case. It is necessary to ensure that any required system resources are unused, for example the COM port for connecting wallboards. TAPI-based applications, such as Simply- Phone for Outlook / Notes or different dialers, etc. can use the existing TAPI functions of HiPath ProCenter Compact. However, it is necessary to ensure that Windows NT / 2000 / XP Server is installed on the central server or on the server PC and that the TAPI Lines used are released with HiPath TAPI 170 licenses, which should be ordered separately.

8 Our strengths - Your advantages Siemens is know worldwide as a trailblazer in the advancement of information and communication technologies. No other company offers such a comprehensive and innovative product portfolio. With the one-of-a-kind Siemens convergence architecture, HiPath, guide your customers to a secure and flexible migration into the world of innovative IP convergence solutions. Siemens AG 2002 Information and Communication Networks Hofmannstr. 51 D München Reference No.: A31002-H2400-A The information provided in this document contains merely general descriptions or characteristics of performance which in case of actual use do not always apply as described or which may change as a result of further development of the products. An obligation to provide the respective characteristics shall only exist if expressly agreed in the terms of contract. Availability and technical specifications are subject to change without notic. Printed in Ferderal Republic of Germany.