Suggestions for message board for new ACD

[BayAreaPhoneTech]

We just created 3 Vector groups and it's working great. We're able to pull live reports from BCMS but we want to know what options we have to display these stats so that all the agents can see when there are calls in the queues.

Thanks.

 

[wildcard100001]

Vu stats are the way to go... or q-calls button on the phone set.

Thanks,

Wildcard

 

[dufus2506]

If you're trying to get the stats on an LED readerboard, you'll probably need CMS, not BCMS.

I don't know of any company's that will interface directly with the PBX to do a BCMS readerboard.

I agree with Wildcard. Use q-calls buttons or vu-stats. They're free.

If you ever do get a CMS, you can easily buy a readerbaord and use it to display queue stats, however, they're pricy! (About $10K for something decent.)

In my opinion you could get a nice plasma TV with a computer monitor connection for $3000 and use it instead. Just use the standard software method you use to view the stats today, and hang the TV high on the wall. Play with the font sizes and terminal colors to make the display nice and bright (and readable) and you're all set.



Carpe dialem! (Seize the line!)

 

[BayAreaPhoneTech]

Thanks guys for the tips. Right now all the agents have 6408D+ sets. Since we have 3 Vector groups we have 3 voicemail boxs to check, which means they each have 3 buttons to indicate when there's something in the voicemail.

So a reader board is really the solution we're looking at because it's much easier to see all the stats that way. We thought about putting up a monitor but that would be too costly and since some agents sit accross the room, it wouldn't be a viable solution.

I'm looking for something that is bold and easy to read.

Thanks again.

 

[SF0751]

Why not upgrade your agents to 6416 or 6424 phone sets? There are lots of companies out there who sell refurbished sets, and the 6416/6424's give you a headset jack, as well.

Then you'd have all the buttons you need for Vu-Stats, etc.



Susan
"Few things are harder to put up with than the annoyance of a good example." - Mark Twain, Pudd'nhead Wilson (1894)

 

[DAVIDPAYNE]

You only get the Headset jack on the D+M sets.

 

[BayAreaPhoneTech]

We talked about that but Management is really trying to go with a Reader Board solution.

So if you know of any good solutions I'd love to hear them. I put in a quote request with Avaya but I'd like to hear about other reader boards that would work with the Avaya Definity products that would be a little less expensive. If this is the way Management wants to go, then I'd at least like to help save them money on it.

Thanks.

 

[cyberjamos]

If you get a terminal emulation software like dynacom that supports definity emulation, you can script the program to do a screen dump into a text file, this file can be parsed via any decent programmer to display in a wallboard like system - if you're looking at LED wallboard Ultralink is capable of reading text files and formatting them for led displays. The only bit of this I'm unsure about is the update of the data, I'm presuming (since I don't have BCMS, that you can monitor the queues, thus ensuring that BCMS updates it's screen every x seconds?!?) assuming this is the case then each time the screen updates, the file will update and soi will your wallboards!

Cheers,
NJ

PS: Please let me know if my advice has been of any use.

 

[BayAreaPhoneTech]

Thanks cyberjamos,

I will look into this and let you know how it worked out.

-J