Applications
Wallboard Manager
Two types of wallboards are available – traditional wall mounted units and PC based wallboards on the agent’s PC desktop. Both types of wallboards are managed from Wallboard Manager. Wallboard Manager is a PC based application utilizing a standard PC running Windows NT4/2000/XP.
The Wallboard Manager architecture has been designed to be upgradeable as users requirements expand, allowing the same PC hardware platform to be used to support additional CCC modules.
Additional wallboard clients may be added and distributed across the LAN allowing additional supervisors access to create and schedule wallboard messages.
Traditional Wall Mounted Wallboards
CCC supports two physical wallboards (also known as reader boards or display boards); Spectrum (model 3214C, previously known as the 4120C) and the CCM WB/22. Both wallboards are 22 characters, tri-color, and two-line unit each. Up to 16 wallboards may be driven from the wallboard server. The Spectrum wallboard, when purchased as a Master Kit, will provide a communications module for use with the boards, which are then connected in serial. For those using the Wallboard/22, the communications card is shipped with a single cable able to drive the wallboards.
Wall Mounted Wallboards are not available in all territories; please check with your Avaya representative for local information.
In addition to the physical Spectrum wall-mounted wallboard an IP Office license is required when being used with CCC. This IP Office license supports 4 Spectrum wall-mounted wallboards. If more than 4 wall-mounted wallboards are required additional license keys must be purchased (each license key supports 4 wallboards at a time). A maximum of 16 wall-mounted wallboards can be supported.
PC Wallboard
The PC Wallboard delivers traditional wallboard functionality to the contact center manager and contact center agent’s desktop but with the additional benefit of each agent being able to configure and monitor a personalized view of the contact center via their own PC wallboard.
A CCC agent is able to split their PC Wallboard into twenty (20) different variables that allow different measures of groups and agents in real-time. The data that is selected is identical to that of the physical wallboard. Examples of this are; Answered Calls, Longest Call Waiting, Agents logged in, and Lost Calls.
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