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Call Center Management Information System (CC MIS)

CC MIS is the command center for your Centrex ACD Call Center. The CC MIS enables the manager to view agent and queue statistics in real-time, print a wide variety of standard and customizable reports, execute changes to ACD parameters and much more. Add wallboards from Nortel’s complete line and supervisors can keep from 25 to 30,000 agents informed of their performance.

FEATURES & BENEFITS

• Thresholds can be defined on a per walkaway code basis
• Takes advantage of enhanced security features available in the Linux operating system (e.g. Red Hat personal firewall)
• Installer technology changed from InstallShield to Windows Installer
• Reduced platform costs for customers.
• CCMIS 6.0 server software will be available in a Linux version only
• Intel Pentium or Xeon processors only
• Red Hat Enterprise Linux ES Version 3 operating system
• All switch connectivity is via TCP/IP
• Passport ARN provides connectivity to older switches requiring an X.25 interface
• CS2K provides direct TCP/IP connectivity in SN08
• Entire product delivered on single CD-ROM
  • Server software (for Intel / Red Hat Enterprise Linux Version 3)
  • Client software (for Microsoft Windows 2000 / XP)
• Documentation in PDF format
• Expanded capacities (keycode tied to server MAC address) 64 partitions; 2000 supervisors
• Supports sending reports as emails directly from the server
• Backup to customer defined directory rather than tape
  • Can be a network-based file system
• Import functionality to import partition databases from other systems
• Source system can be any system running CC MIS 5.2 or later, including older VME and PowerPC systems
• Real-time Agent, Group, and Queue Statistics
• ACD Configuration Control
• Multiple Partitions for Service Bureau applications
• Wallboard Displays
• Multiple Partitions for Service Bureau applications
• Standardized and Customized Reports
• Multiple Time Zone Support
• Reports Through Midnight
• Agent and Position Lists for Custom Reports / Displays
• Drag and Drop Load Management
• Hide Spare Positions in Agent Status Display
• Find Agent by Name or Agent ID
• Interface for LAN connected Wallboard Displays
• DN Masking for Real-Time Displays and Reports