Handle inbound and outbound telephone calls through Centrex ACD cost effectively and meet service objectives.

Complete ACD management in one package
Perimeter Technology is the world's leading provider of Management Information Systems for Centrex based ACDs. VU-ACD/100 is a Management Information System (MIS) for organisations who employ groups of individuals or devices to handle inbound and outbound telephone calls through Centrex ACD and want to answer calls as cost effectively as possible whilst meeting their service objectives. Around the world today, more than 4,700 call centre and telecommunications professionals monitor in excess of 100,000 agents using the VU-ACD/100 System.

Real time display
This Real-Time software uses vivid colour graphics to provide instant, concise, easy-to-understand status information.

At a glance, call centre managers receive a complete view of the current activity:

• call centre wide
• all ACD groups
• individual ACD groups
• all Agent Groups
• individual Agents

The real-time display is split into Queue Activity and Agent Activity. Each activity window includes a data box on the left and data window with colour bars on the right.

The data box provides performance statistics from the start of the call centre day as well as for the current data calculation interval (user specified). The colour bars provide an immediate, graphical indication of system activity.

Reports
VU-ACD/100 provides extensive data collection and storage for report generation. The system is capable of storing detail and summary data at five minute intervals per half hour and for a minimum of one year.

Examples of critical historical data are

• traffic analysis (all groups)
• agent performance (agent and all groups)
• interval data for multiple days.

Reports may be run on demand or scheduled for automatic distribution via fax, email or in HTML format for online viewing. Raw event data may also be exported to third party applications for external analysis.

Load management

• directory number changes
• audio configuration
• queue control
• route configuration
• overflow methods

A series of easy-to-use screens display current switch configuration parameters and allow for dynamic alteration of the call centre's ACD configuration. ACD parameters can also be altered proactively, utilising load management macros specifically designed to execute configuration changes, based on a pre-set schedule or in reaction to current call centre conditions.

Configuration
The configuration application allows the user to modify the appearance, descriptive labels and operating parameters for many of the features for VU-ACD/100. System configuration encompasses alarm thresholds, external displays, adherence (optional), fax/printer and permissions

Service Bureau
One VU-ACD/100 host can provide ACD MIS service to 256 tenants. Tenants can be different departments within the same company or multiple individual companies. Through the use of tenant partitioning, each tenant remains unaware of any other tenant. There is no possibility of one tenant’s data being accessed by another. Each tenant views only the call activity associated with its assigned ACD Group(s).

Multi Link
One VU-ACD/100 host can provide centralized ACD MIS services to 20 C.O. Switch Centrex ACDs. This option is ideally suited for Service Bureau configurations where a single VU-ACD/100 host is providing ACD MIS service to businesses spread across several switches. The MultiLink option provides a unified display and reporting view — as though all call centre operations were being serviced from one ACD switch.

IP Connectivity option
The VU-ACD/100 IP- Link connection uses a Cisco router to handle the X.25 interface with the DMS-100 switch and to translate the event data to/from TCP-IP - thus using a LAN connection to the Perimeter host. The Cisco router replaces the Memotec PAD and performs the PAD functions by handling the synchronous serial X.25 connection to the DMS switch.

Email and HTML reports
This new “paperless” delivery solution enables end users to schedule the output of system reports, directly as email attachments or as HTML files. Previously, users were limited to either printing or faxing reports. This new functionality provides exceptional value to service bureau operations, where multiple daily reports are required to be distributed to remote customers. Those customers can now receive reports in their in-box, or simply visit a web site to view the latest reports on-line!

Support for BCS 43
VU-ACD version 43.0 contains functionality to process new events contained in the BCS 43 data stream. This will include storing re-enqueued call status events to the database, and support for Remote Load Management associated with the processing of re-enqueued calls.

Benefits
VU-ACD/100, combined with the DMS-100 digital switch, offers the following benefits:

• increased call completions
• lower network costs
• improved customer satisfaction
• improved agent productivity
• real-time color graphic displays

Features - standard

• up to 4,000 Agents
• 20 ACD data links
• DMS/SL-100
• VU-ACD/InterLink
• unlimited supervisor workstations
• multiple FMS report interfaces
• archive schedule by day
• alarm values up to 9 Hours
• time zone adjustment
• IP Connectivity to CO
• scheduled report delivery

Features - optional

• built-in report writer
• TAPI support
• real-time FMS agent interface
• FMS schedule interface
• service bureau (tenant partition)
• multiple switch connections
• adherence to schedule
• automatic agent position movement
• Stat-VU statistics display
• external display boards
• multi-cartridge DAT autoloader
• French language