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S-ICX-50-200 S-ICX (International) issued October 2000 69
❡ Simple operation. Agents can use our Large-LCD phones to handle calls efficiently. Agent
features can be performed simply by following the prompts displayed on the LCD.
❡ Easy programming and flexibility. Use a Large-LCD phone to enter the S-ICX programming
mode, and go to one area of settings specifically for ACD. No special equipment or complicated
programming is required.
❡ Powerful ACD functionality. Incoming calls can be routed to the first available agent, or
transferred to Voice Mail. Supervisors can instantly access the current status of all agents. MIS
reports can be generated.
The 576 ACD software can be designed to efficiently handle incoming calls to a group of phones,
especially when the entire group is busy. At this point, the caller will be directed to a recording
asking the caller to hold, then sent to a Music-On-Hold source until an agent becomes available.
These processing steps are totally flexible and can be changed easily by the supervisor at any
time. Utilizing the Large-Screen Display phone, the supervisor can edit the existing script and
change the routing. For example, perhaps the office is closed as a result of weather conditions.
At this point, the supervisor can edit the script and record a special greeting for incoming callers.
This type of quick programmability will greatly increase customer satisfaction.
❡ Reporting. Of course, reports are crucial for the group’s activities. These reports can give you
enough information to make intelligent staffing decisions. Unlike most of the competition, the S-
ICX ACD system comes complete with reporting capabilities standard! Choose from individual
agent activity by week, day, etc., or choose an entire group.
❡ Optional MIS reports: In addition to the ACD system, real-time displays provide information
about current Call Center workload (incoming calls) and resources (agents). Historical reports
(MIS reports) provide essential information used to evaluate trends, performance, and results.
Specifications for Built-In ACD:
• Maximum no. of ACD Units per System: 1
• Agent Groups per ACD Unit: 3
• Agent IDs per Group: 64
• Maximum Agent IDs per ACD Unit: 64
• Number of Agents Simultaneously Logged In: 32
• Supervisor IDs per ACD Unit: 6
• Voice Ports per Group: 4
• Voice Ports per ACD Unit: 4
• Music Ports: 1 (on main unit/external MOH source)
• MIS Monitor Ports: 1 (RS232C 9600bps)
• Guidance Length: 1-96 seconds (changeable)
• Number of Guidance Messages: 1-6 (changeable)
• Total Guidance Recording Length: 96 seconds for 6 messages
• Appearance FF key/call: CPC-HS: 64CPC-HM: 24
• Ringing FF key/call: CPC-HS: 24 CPC-HM: 24
• Traffic Condition: 5.4 HCS
Integrated Features Module (IFM)
IFM is a plug-in circuit card that includes a generic PC section, a voice processing section, a
telephone system interface section, and a power supply section. The initial feature offered with this
module is know as Integrated Courier Voice Mail (ICVM), which is explained below. Other features will
soon follow.
INTEGRATED COURIER VOICE MAIL (ICVM) (FOR FUTURE USE ONLY)
ICVM is an advanced voice mail system based on Courier Voice Mail. The card plugs directly into the
ICX CCU.