|
INFOCUS is a software component for customer provided
PCs connected to the
Norstar Applications Module (NAM) . The INFOCUS software interface with
the
PRELUDE and CINPHONY software running on the Applications Module.
INFOCUS provides access to ACD Status Displays, Report View, Print, and
email
functions and ACD Administration. This enhances the accessibility of
information
for Call Center supervisors, ACD agents, executives and knowledge
workers
throughout the organization.
The INFOCUS software has two components: the INFOCUS Server software,
which provides the main connection back to the Norstar Applications
Module
running the ACD software, and the optional INFOCUS Client software.
INFOCUS Server software – is included with each PRELUDE and CINPHONY ACD
package. This INFOCUS Server software connection provides access to
Status
Displays, Report View and Print functions and ACD Administration. The
software is
loaded onto a customer provided PC and is connected to the Norstar
Applications
Module via the customer’s LAN or direct NAM-to-PC connection. INFOCUS
Server
software is compatible with Windows 95/98/NT and 2000 operating systems.
INFOCUS Client software – is an optional add-on that provides PCs on the
LAN
with access to Status Display and Report View and Print functions. Each
client
can be set up so that they only have access to real-time reports. In
addition, an
option to install password protected access to the ACD administration
component
is also provided. (Note: only one person may access administration at a
time.)
The connection from the INFOCUS Client to the INFOCUS Server is via LAN
and all PCs are customer provided. INFOCUS Client software requires
Windows
95/NT/2000 operating system.
INFOCUS
Features
-
Status Display – provides color-coded call
center statistics in both tabular
and graphic format. The essential look-and-feel is the same as the
current
RS232-based Status Display for Windows. Users can access the status
display
information with a standard browser interface (i.e., Internet
Explorer).
-
Report View and Print –
lets users deploy the same standard browser interface
to view and print ACD reports that have already been generated.
Reports are
also viewed using a standard browser interface (i.e., Internet
Explorer).
-
ACD Administration –
provides access to the ACD configuration screens on
the Norstar Applications Module. From a PC, a supervisor can operate
the ACD
as though he or she were sitting at the main ACD terminal and can
perform all
ACD administration functions. The ACD Administration screens with
INFOCUS
have the same interface as the main terminal and are the same as
PRELUDE
and CINPHONY Release 2.0
-
.Email Distribution of ACD
Reports – lets businesses generate, schedule and
send ACD reports to each configured user’s email address. This
functionality
allows for more efficient management of the call center. It assures
that those
individuals who need to see specific information about the operation
of the
business will now be able to review that information in a consistent
and timely
manner.
The INFOCUS Server connects to the Norstar Applications Module (NAM)
in a LAN
environment. In this scenario the LAN connection is provided from
the NIC on the
Applications Module to an appropriate LAN interface. INFOCUS Server
software
is then loaded on a customer provided PC that is connected to the
LAN. Additional
INFOCUS Client software can then be added to other PCs on the
LAN.
The INFOCUS Server software is included with the PRELUDE and
CINPHONY
ACD 3.0 and above software. (INFOCUS Client licenses are available
in one
and five user add-on license options.)
|
