Samsung Smart Center General Description Manual

							Samsung SmartCentre
Product Description
Samsung Telecommunications America reserves the right without prior notice to revise infor-
mation in this guide for any reason. Samsung Telecommunications America also reserves the
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
this guide. All rights reserved.   
						

							Produced and distributed under license from Sension Limited, UK. Copyright 2000 Sension Limited,
UK. Licensed material. Unauthorized use, duplication or distribution strictly prohibited. 
						

							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  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .2-1
2.1.4 Password Protection  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .2-1
2.1.5 Security  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .2-2
2.1.6 Help File  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .2-2
2.1.7 Alarms  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .2-2
2.1.8 Flexible Reporting  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .2-2
2.1.9 Automatic Reporting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .2-2
2.1.10 Retrospective Analysis  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .2-3
2.1.11 Forecasting  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .2-3
2.1.12 Automatic Configuration  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .2-3
2.1.13 Reader Boards  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .2-3
2.2 Environment  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .2-3
2.2.1 Minimum Hardware Requirements  . . . . . . . . . . . . . . . . . . . . . . . . . . . .2-3
2.2.2 Operating Systems  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .2-4
2.2.3 Options  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .2-4
2.3 SmartCentre Product Options  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .2-4
2.3.1 SmartCentre V  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .2-4
2.3.2 SmartCentre VR  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .2-5
2.3.3 SmartCentre VAR  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .2-6
3 Detailed Description 3-1
3.1 Real Time Reporting  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .3-1
3.1.1 Status Displays  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .3-2
3.1.2 Statistics Display  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .3-2
3.1.3 Calls In Queue Graph  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .3-3 
						

							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  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .4-2
4.4 INVIEW Wallboard Requirements  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .4-3
5 Alarms Management 5-1
5.1 Alarms Window  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-1
5.1.1 Long Wait . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-1
5.1.2 Long Queue  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-1
5.1.3 Line Contention  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-2
5.1.4 Extension Contention  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-2
5.1.5 Agent Contention  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-2
5.1.6 Long Free  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-2
5.1.7 Long Ring On  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-2
5.1.8 Long Call  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-2
5.1.9 Long Busy  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-2
5.1.10 Long Wrap Up  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-2
5.1.11 Long Unavailable  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-2
6 SmartCentre Historical Reports 6-1
6.1 Reports  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .6-1
6.2 Report Templates  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .6-1
6.3 Historical Report Filters  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .6-3
6.4 Historic Report Feature Availability by Product  . . . . . . . . . . . . . . . . . . . . . . . . .6-3
6.5 Auto-Report Scheduling  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .6-4
7 Forecasting 7-1
7.1 Overview  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .7-1
7.1.1 Forecasting Limitations  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .7-1
7.1.2 Forecasting Report  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .7-2
7.1.3 Forecasting Profile Report  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .7-2
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							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  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .8-2
8.2 Configuring a Wallboard . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .8-2
8.2.1 Configuring Shifts  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .8-2
8.2.2 Wallboard Messages  . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .8-2
8.2.3 Using Hot Keys to Control the Wallboards  . . . . . . . . . . . . . . . . . . . . . . .8-2
9 SmartCentre Configurator 9-1
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							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 the smallest details to an overview of this weeks answered and
abandoned calls. Reports can be printed or exported to a spreadsheet for manipulation to charts,
this can be immediate or scheduled.
Through the customers LAN, further Supervisors can be added to monitor their own department. 
InView Wallboards can also be added to agents, extensions or supervisors desktops, an extra moti-
vational tool to monitor their performance against group performance.
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							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 lines, agents, extensions, and DIDs.
These parameters may also include groups of devices.
The types of real time parameters collated by SmartCentre  fall into two categories.
•Real time status parameters, such as the number of calls waiting to be answered.
Real time statistics parameters, such as the number of answered or abandoned calls for the
day so far. 
Any number of real time data windows can be displayed within the workspace area of the
SmartCentre application window. 
2.1.2 Supervisors
Further supervisors can be distributed across the LAN allowing different departments to monitor
their own groups activity.
2.1.3 Licensing
SmartCentre features and functionality is controlled with a security device called a dongle. This is
attached to the PC’s parallel port. This governs which product (SmartCentre V, VR or VAR) has
been purchased and restricts the number of monitored agents, the number of simultaneously con-
nected supervisors and the number of simultaneously connected InView Wallboards.
All products may operate up to 1000 agents, with 1000 extensions, 1000 DID’s and 1000 lines.
500 groups and 100 supergroups are supported, allowing extremely flexible and comprehensive
reporting.
2.1.4 Password Protection
Password protection of the product configuration, exit of the product, real-time screen templates
and reporting templates is standard.
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2 
						

							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 one user to concurrently login at more than one location.
2.1.6 Help File
There is a comprehensive context-sensitive help file with all products, which provides users with
immediate on-line assistance on operation and programming.
2.1.7 Alarms
Audible and visual alarms may be programmed at the individual device or group level. They enable
the supervisor to continue with their daily activities with the knowledge that any problems will be
highlighted by means of an audible or visual alarm.
2.1.8 Flexible Reporting
Reports can be compiled using statistics relating to any shift pattern, as defined by the call center
manager.
When compiling a report, the user defines the time period over which the report is compiled. This
period may be defined to the nearest minute and is not limited to any time boundaries.
For example, a report can cover the period from 11.04 pm on Wednesday, May 21
stto 3.43 am on
Tuesday, June 3
rdand can be set so it only includes information relating to the call center’s night
shift.
The resolution of event reports is to the second. For profile reports the user may set the resolution
to any integral value of minutes, hours, days or weeks.
2.1.9 Automatic Reporting
The automatic reporting feature enables reports to be generated at user-defined times (and inter-
vals).  There is a choice of outputs available, more than one output option can be selected at any
one time.
Print – (SmartCentre VR and VAR.) After the report has been generated it will automatically
be printed to the  default printer.
Close on Completion– After the report has been generated or has completed any other out-
put options selected the report will be removed from the  reporter screen.
Save to File– (SmartCentre VAR.) The report will be saved after being generated to the file
name specified.  Every time this report is generated the name will be overwritten.  
Export to File– (SmartCentre VAR.) As save to file but will create a text file which can be
opened in another application such as a spreadsheet package.
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							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 product. Similarly, if a new report type is
added, it can be used to analyze all previously collected data.
2.1.11 Forecasting
SmartCentre VAR’s forecasting package is designed to allow the user to perform “what if ” scenar-
ios on historical data, by using a number of parameters over a set period of time.
2.1.12 Automatic Configuration
All individual devices will automatically be identified and added to the product configuration as
they appear. These devices then simply require grouping according to user requirements.
2.1.13 Reader Boards
Up to six reader boards may be connected to each real-time client. Wallboard drivers supplied are
compatible with the Shorekarn Messagemaker and a range of Spectrum Inc. wallboards, includ-
ing:
 Shorekarn Messagemaker 2x16
 Spectrum 215C 1x15
 Spectrum 320C 1x20
 Spectrum 4120C 2x20
2.2 Environment
2.2.1 Minimum Hardware Requirements
Processor: Pentium, 200 Mhz or faster
System RAM 32MB (64MB preferred)
Hard Drive 2 GB or larger
Display SVGA 
Modem 56KB internal with V.90 
Sound Card If present, will be used for alarms
Serial Ports Minimum 1 - required for Switch Events
1 x Parallel Ports Required for Licensing Dongle
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							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 SmartCentre V
SmartCentre V is a Windowsbased product that can show key performance information and
agent/extension status. It can be useful for agents, managers and senior managers – in fact anyone
connected to the company Local Area Network (LAN).
SmartCentre V is a real time only package based on a single position inView LAN Wallboard (see
Section 4 for more information). It can be configured for agent and extension status view (Busy
Lamp Field) or  ‘wallboard’ view enabling up to eight parameters from any of the 200 large char-
acter windows available relating to groups, agents, extensions, lines, and DIDs. These parameter
windows have automatic labels that can be customized.
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