ACD Integration

Vantage Point uses data collected from ACDs to generate call volume forecasts and staffing requirements for future periods in time. Real time ACD data is used to determine agent adherence to schedules. This data is normally extracted from reports or data feeds produced by the ACD MIS package.

Examples: CMS for the Avaya ACD Meridian Max for the Nortel Meridian 1 Data is collected via TCP/IP as shown in the diagram, or by connecting to a dedicated connection. Depending on the ACD, other interfaces may be available.

Aspect Avaya (Lucent Technologies) eOn (Cortelco) Fujitsu Intecom Interactive Intelligence NEC Nortel Networks Perimeter Technology Rockwell Siemens (Rolm) Teloquent   and others...

Vantage Point can collect data from any number of ACDs, all at the same time. This typically eliminates the need for remote PCs at each site, simplifying data collection.

Vantage Point fully supports data collection from multiple time zones. No matter where the data comes from, it is properly synchronized with other data for accurate forecasting and reporting.

With our configurable data collection parser, you can specify the exact definition of each data item. For instance, Calls Offered could be adjusted to exclude Calls Transferred In. Or Average Handling Time could be adjusted to exclude After Call Wrapup. The choice is yours.

   Contact Pipkins  for further information about these ACDs, or any not listed here.