Wallboards 1

[ctr999]

I am looking at installing some wallboards for some of my call groups...maybe. Since my last experience with this type of thing was queue lights on a G2 I was hoping for some recommendations on which to use?

I also wanted to see if anyone uses anything that puts wallboard stats on an agent's PC screen or have an alternative suggestion to a wallboard that they are happy with.

Any help is greatly appreciated.

 

[schupp]

If you are using CMS one thing you can do is just run a PC connected to a TV screen. We are using 2 42" TV as wallboards and the agents like it better that the old scrolling wallboards.

Hope this helps.

 

[BHodgins]

if you use a TV or monitor, make sure you have rotating screens so as to prevent burned-in images

we use MacroAngel (

http://www.macroangel.com)

to rotate between multiple screens every 8 seconds - it's just a simple macro that selects the window with "xxx" in the title, waits 8 seconds, selects the next window with "yyy" in the title, waits 8 seconds, etc. and then loops back to the beginning

 

[kschut]

You could consider the Avaya-PSO tool: Desktop Statistics Integration (DSI). That is aimed at replacing wallboards in favor of having a small window on agents desktops. What is displayed is highly configurable, also messages can be displayed. Data comes from CMS and DSI allows for some extra calculations.

 

[BIS]

Any idea where I can find more information on DSI?

 

[Ronster]

For a system which integrates well with CMS and can display virtual wallboards on a PC look at

http://www.symon.co.uk/

I don't work for them and I've posted that link twice today! They owe me.

 

[SF0751]

We're using DSI in our office. Some bugs with call count summary information, but the current information is reliable. Even though it's an Avaya product, there's nothing on the Avaya web site.


Susan
Under certain circumstances, profanity provides a relief denied even to prayer. - Mark Twain

 

[edwilson]

Desktop Statistics Integration isn't considered a "product" by Avaya. That's why you won't find any information about it on the external website. It's a "packaged solution" created by Professional Services to fill a need. The best way to get information about it is to contact your sales rep. They can get you the DSI documentation as well as a demo version.

In a nutshell DSI provides CMS statistics and bulletins (messages) on the agent desktop in a scrolling marquee.

 

[jimbojimbo]

You can use one of several products.

1. CMS CentreVu Supervisor with a plazma screen (I like this one).

2. Symon, Spectrum Ultralink, etc have external connectivity to the CMS (via a server) this means that it is usually not necessary to upgrade the wallboard software when upgrading the CMS platform (usually at a pretty penny). Requires custom reports on the CMS platform and a login. Uses telnet access.

These vendors usually have a wide variety of options including TV output, paging, e-mail notify, etc.

3. DSI/WOW - Not designed to support actual wallboards but gives pretty marquee. Limited in funtionality.

This is also my order of recommendation. James Middleton
ACSCI/ACSCD/MCSE
Xeta Technologies

 

[Subtech]

http://WWW.Symon.com

These are the boards we use and they work really well with CMS. They also have a version that will display the board on sups and agents desktops.

Subtech

 

[SF0751]

With DSI, the information scrolls across the screen, like a marquee or a ticker-tape. You are given one line for your CMS stats, and a second line (optional) for any messages that the administrator(s) might want to deliver to the Call Center staff. You can create as many groups as you like; the information that is delivered depends on the Agent ID and the DSI group that the ID is part of.

A typical setup for my Call Centers displays the following information:

Calls in Queue (total calls, all skills if a multi-skill group)
Oldest Call Waiting
Reps Available
Reps on ACD Calls
Reps in AUX
Department Total Calls (cumulative for the workday)
Rep's Total Calls (individual for each rep; cumulative)
Department Abandoned Calls ( cumulative for the workday)
Rep's RONA Calls (individual for each rep; cumulative)

I have 5 different Agent Groups that run the DSI marquee, and each one displays only the stats for his/her group. (I can send a screen shot to your email address, if you'd like).

Pricing.....Not sure, I think around $10,000 (US) but that was for 70 licenses, plus the installation (easy) and the intergration with CMS. This was also over a year ago, so I'm sure the pricing has changed.

CMS load - little to none. The information is feed from CMS to DSI via Axcis Explorer. Your stats will have the normal CMS lag of being 3 seconds behind real time.

Hope this helps out - let me know if you have any more questions.





Susan
[sup]Don't part with your illusions. When they are gone you may still exist, but you have ceased to live. - Mark Twain[/sup]

 

[DefinityUser]

Thanks susan,
Oh..that was a great explanation!

We've definity g3si 8.2 and CMS r3v5 hope DSI will be compatible with this version.

But I feel the pricing is too high for that, yeah it's Avaya.! let me checkout the new pricing and let the management takes the decision.

Thanks again for your information.

Regds.

 

[mmcalli]

You might want to give a look at the N-Focus product at

http://www.netlert.com

.
Overview of N-Focus CMS features:

Gather real-time data (changes reported within 6 seconds of event)
Historical Reporting - ability to generate tabular and graphical reports in hourly, daily, weekly, or monthly format
Automatic Report Generation and printing
Client-Server Architecture
Web based administration and management - no need to stop NIKS server to effect configuration changes
Web based view of data - no installation required on client (agent) machines
Authentication/security to protect sensitive data
Compatible with all versions of the Definity ACD (BCMS) software

This option is even better if you haven't already invested in BCMS-Vu if you are looking for basic call center reporting.

 

[DefinityUser]

Thanks mmcali,
Looked at the website, sounds nice. But the cost is the concern, we already have 2 wallboards, but display information is limited, so I'm looking for an additional cheaper option.

Typical implementation of N-Focus would cost $25,000, it's too high for it's usage.

Regds.

 

[mmcalli]

DefinityUser,

Is that pricing that you got from them? For some reason, I had it in mind that it was around $5000 - probably wishfull thinking. Who do they think they are.....Avaya??

 

[DefinityUser]

I got the pricing from a website (

http://www.knowledgestrom.com),

I was directed to that website from ww.netlert.com

you can check the below link... for a detailed report of N-Focus.

http://www.knowledgestorm.com/Activ...Id=53515&opt_in_type=I&submit.x=49&submit.y=3

Regards.