TWL Telephone Systems - Toshiba Release Network ACD

Toshiba Release Network ACD

Do you have a distributed call centre with multiple locations? Do you have multiple Strata CIX systems each with their own separate call centre application? Would you like them all to work together as one integrated call centre? The solution is here with Network ACD.
The network ACD applications are supported to enhance multi-site contact centres. Network ACD enables contact centres to distribute agents over the network and route calls to available agents on any system on the network. Network ACD provides look ahead routing to check the status of agents in other nodes before it routes the call to those agents. The MIS reports include agents and calls over the network.

Network ACD applications require the new software module, Strata Unifier, which integrates the CSTA/CTI links of all the Strata CIX systems in the network to provide the single ACD operation. It can also extend the functionality of Netphone over the network so access to the new features such as presence viewer, network DSS/BLF and/or Chat between users in multiple nodes can be provided.

Network ACD consists of three major components, Strata CIX, Strata ACD, and Strata Unifier. There is one Strata ACD system on the network which can control agents on up to 20 Strata CIX systems across the network. We can currently support up to a maximum of 720 agents spread across the sites with a single site maximum of 360 agents. You will require the Strata Unifier to be located in the main node connected to all of the Strata CIX systems via their CSTA outputs. Strata Unifier then combines these feeds and presents them into the Strata ACD system.
All the queues (ACD pilots) are configured in the main node and all Voice Assistant ports of Strata ACD are also connected to the main node. Agents, supervisors, and incoming CO trunks can be located at remote nodes.

We will be making Network ACD available to the channel under a controlled release for specific opportunities. Network ACD allows agents to be spread over a number of Strata CIX systems but all ACD queues are centrally managed and passed out to the next suitable agent regardless of location.

Toshiba’s Strata ACD is already both feature rich and cost effective but the addition of the Strata Unifier software really opens up additional opportunities for customers to maximise their staff productivity irrespective of location. Please contact your sales account manager should you wish to explore any opportunities or require any further information.

Story By: Editor

Date : 25-01-2010

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