Samsung Smart Center General Description Manual

Samsung SmartCentre
Product Description
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right without prior notice to make changes in design or components of equipment as engineer-
ing and manufacturing may warrant. Samsung Telecommunications America disclaims all lia-
bilities for damages arising from the erroneous interpretation or use of information presented in
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QTable of Contents
Table of Contents
1 Product Overview 1-1
2 Product Description 2-1
2.1 General Features  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .2-1
2.1.1 Real Time Reporting  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .2-1
2.1.2 Supervisors  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .2-1
2.1.3 Licensing  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ....

3.1.4 Wait Time Graph Window  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .3-3
3.1.5 Large Character Window  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .3-3
4 INVIEWS Wallboards 4-1
4.1 Wallboard View  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .4-1
4.2 Agent and Extension Status View  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .4-2
4.3 Security  . . . . . . . . . . . . . . . . . . . . . . . ....

8 External Wallboards (Reader Boards) 8-1
8.1 Managing Wallboards  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .8-1
8.1.1 Small . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .8-1
8.1.2 Large . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .8-1
8.1.3 Wallboard Templates  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .8-1
8.1.4 Wallboard Schedules  . . . ....

Product Overview
SmartCentre is an application that integrates to the DCS 400si to give accurate, real time reports
to assist Call Center Managers to effectively manage the operation of the Call Center. A highly
visual interface can inform managers of parameters outside acceptable limits, such as too many
calls waiting, longest waiting calls and abandoned calls, among others. 
Historical reports add the ability to look back at previous days, weeks or months events. These
events can be broken down to give...

Product Description
2.1 General Features
This general description describes the features and functionality of the SmartCentre range of
products. This section gives a summary overview of the main feature set and a description of the
features available in each product range. The following features are available in the  product.
2.1.1 Real Time Reporting
SmartCentre collates a multitude of real time parameters to enable real time monitoring and per-
formance of a call center. SmartCentre is able to monitor...

2.1.5 Security
All users must login to the SmartCentre server when starting up the application, using the user
name and password specified by the supervisor. The supervisor can configure login user names and
passwords at the SmartCentre server for anyone who is connected to the local area network to
which the server is connected. More than one user can login on the same PC if required. This
enables separate copies of the inView LAN Wallboard application to be started for each user. It is
not possible for...

The reports may be scheduled to output a report every hour, day or week at a specified time. There
are advanced scheduling options which include more control over interval, frequency, commence-
ment date and period of the report.
2.1.10 Retrospective Analysis
Reports may be compiled even after software upgrades, using data collected from the original
installation date. It is possible to perform more comprehensive analysis using an upgraded prod-
uct on historical data collected using an entry-level...

2.2.2 Operating Systems
The SmartCentre Server and additional supervisors require Windows98, WindowsNT 4.0,
workstation or server, service pack 4 minimum, or Windows2000 professional as the PC oper-
ating system TCP/IP network protocol must be present and installed on the PC.
2.2.3 Options
 A Network Interface Card must be present if further supervisors are required.
 A further serial port is required if a Physical Wallboard is required (Reader board).
2.3 SmartCentre Product Options
2.3.1...