Special Applications

Software

Alpha Call Center Statistics Display System
- Avaya Systems -

Convenient and Automatic -- ACD Call Centers with Avaya ACD phone systems may use the popular Alpha programmable LED Signs (readerboards) to exhibit ACD Call Center statistics and Supervisor messages to Agents and Supervisors in one or more splits, queues, skillsets or application areas. If Supervisors and Agents PC's are on a local area network using a Windows® platform (95, 98, NT, 2000, XP), then Supervisors may type messages on their PC using a browser screen and Internet Explorer. The ACD statistics and messages display on the Alpha LED readerboards and optionally on Agent and Supervisor computer screens.

Several connectivity options are available for reading a long list of real-time and historical ACD statistics from the Avaya ACD phone system:

Direct serial connection (via COM1, 2, 3 or 4) between the Alpha and Avaya systems.
Direct serial connection between an 8400B digital data modem connected to the Avaya and Alpha systems.
Telnet session over the Local Area Network between the Alpha and Avaya systems.
The Alpha system will also report ODBC/SQL custom queries of selected data fields in one or more databases.
Other data fields may be read and displayed by interrogation via TAPI or TSAPI interface provided by certain systems vendors.

Benefits:

When agents are able to see
Special Applications

Software

Alpha Call Center Statistics Display System
- Avaya Systems -

Convenient and Automatic -- ACD Call Centers with Avaya ACD phone systems may use the popular Alpha programmable LED Signs (readerboards) to exhibit ACD Call Center statistics and Supervisor messages to Agents and Supervisors in one or more splits, queues, skillsets or application areas. If Supervisors and Agents PC's are on a local area network using a Windows® platform (95, 98, NT, 2000, XP), then Supervisors may type messages on their PC using a browser screen and Internet Explorer. The ACD statistics and messages display on the Alpha LED readerboards and optionally on Agent and Supervisor computer screens.

Several connectivity options are available for reading a long list of real-time and historical ACD statistics from the Avaya ACD phone system:
- Direct serial connection (via COM1, 2, 3 or 4) between the Alpha and Avaya systems.
- Direct serial connection between an 8400B digital data modem connected to the Avaya and Alpha systems.
- Telnet session over the Local Area Network between the Alpha and Avaya systems.
- The Alpha system will also report ODBC/SQL custom queries of selected data fields in one or more databases.
- Other data fields may be read and displayed by interrogation via TAPI or TSAPI interface provided by certain systems vendors.
Benefits:
- When agents are able to see "real time" call waiting status, sharp increases in productivity and dramatic reductions in "Calls Abandoned", "Calls Waiting", and "Longest Wait" are reported. Through the use of visual and audible alerts, agents know within seconds when ACD Call Center statistics exceed acceptable thresholds.
- Call Center Supervisors are no longer "tied" to their desk watching a computer terminal. They can use their time more productively, focusing on agent performance, on problems with customers and on training.
- Higher Call Center service levels translate into better customer service and faster response time to customer requirements.
- Telephone equipment and personnel are utilized more efficiently.
- Call Center Supervisor and agent communications are improved and sped up. Typed messages can be broadcast simultaneously to all agents in a Call Center.
Features:
- Select Which ACD Statistics Are Displayed -- A variety of ACD statistics may be displayed for each Call Center split. In fact, any statistic shown on a CMS or BCMS Display may be displayed on the Alpha LED Sign(s). Examples of these statistics include: Number of Calls Waiting (CW), Longest Call Waiting in minutes and seconds (LW), Available Agents or agents in a particular status (AVA), Total Calls (TC) or Service Level (SL). The Supervisor may specify and arrange the statistics fields that are displayed.
Typical Avaya Statistics
Where: CW=Calls Waiting MN=Agents Manned LCW=Longest Call Waiting WT=Agents Waiting AC=Agents on ACD Calls DN=Agents on DN Calls NR=Agents Not Ready AB=Abandoned Calls
- Multiple Avaya Interfaces -The Alpha Call Center System will read and display ACD statistics from from multiple reports and connections to multple Avaya systems at the same time. This means that your Alpha readerboards can show the widest variety of ACD statistics -- Calls Waiting, Longest Wait, Positions Manned, and any statistics shown in CMS, BCMS and custom reports from any Avaya phone system on your network.
- The Call Center Supervisor may set multiple Alert Thresholds for each field for each split. For example, if the number of Calls Waiting (CW) reaches 5, or the Longest Call Waiting (LW) exceeds 1 minute, or Positions Manned (POS) drops to 5 agents, the displayed statistic for that field can change color, beep the audible alert, display a message, or flash, at the preference of the Call Center Supervisor. Then If CW or LW reach the next threshold, the displayed statistic(s) can again change color, beep the audible alert, display a message, flash or perform a combination of these actions.
- Audible Alert -- All Alpha readerboards have a built in Audible Alert. Beeps may sound when a threshold is reached. The Audible Alert may be easily "muted" by changing the beep setting. The beep can sound once when a threshold is reached, or it can sound over and over. The supervisor sets the number of seconds between beeps. Optionally, the system can activate a strobe light or bell or play a specified .WAV file, or it can transmit a message to a pager.
- Sleep Feature -When the last agent logs out of a split, the system can remove the split from the readerboard and not display "zero" ACD statistic values for that split. Only supervisor messages continue to display. The Sleep Feature may also be invoked manually, so that ACD statistics do not display, even when agents are logged in.
- Enter Messages -- Supervisors may enter messages to agents and service messages using any browser program, such as Internet Explorer, Netscape or Mozilla. These messages are typed on the Alpha Controller keyboard. An optional feature allows the messages to be typed on a Supervisor's PC. Display effects and animations may be included in the messages. Supervisor messages may either alternate displaying with the display of Call Center statistics, or on multi-line readerboards, messages may occupy a separate line of the readerboard. Readerboards may also be dedicated to displaying messages only. NOTE: Typing messages on a Supervisor's PC on a LAN is an option that requires additional software as well as network connectivity.
- Concurrent Operation -- Messages display and Skillset statistics update, while messages are being typed, while thresholds are being changed, and while other system procedures are being performed. When statistics change, the statistics on the message board change instantly.
- User Friendly -- The Alpha Call Center Statistics Display System employs user-friendly features, such as function keys, on-screen documentation and pop up menu selections, to facilitate changing thresholds and typing local messages.
- Message Editor in Browser -- Message composition and transmission is done using a browser, such as Internet Explorer, Netscape or Mozilla.
  The following screens show the message editor and the drop-down menu feature.
- Special Effects -- The following Alpha readerboard features may be used in messages:
- Animations and Clock -- Most Alpha readerboards have nine pre-programmed animations built in -- Fireworks, Cherry Bomb, Slot Machine, Running Animal, Turbo Car, Don't Drink and Drive, No Smoking, Welcome, Thank You, etc. -- and all Alpha readerboards can display the time and ten day and date formats. The animations and the time of date may be used in your messages. NOTE: The Alpha 7000 and AlphaVision readerboards do not have built in pre-programmed animations; you may run custom animated GIFs on these models.
- Remote Diagnostics and Support -- Software installation, custom modifications and program updates are provided using a modem and our Remote Access program. This enables us to respond instantly to your requests for program changes. It also simplifies installation and allows us to respond immediately to any problem you may experience with your software or hardware.
- Mounting Hardware -- Each Alpha readerboard comes with mounting hardware.
- Alpha state of the art LED Signs are solid state and made in the USA (in Milwaukee, Wisconsin) using only the highest quality components. Every Alpha LED Sign is subjected to extensive testing before delivery. Alpha message boards that were sold years ago are still operational today, and repair and replacement parts for those units are still available. LED technology provides energy savings of up to 94% compared to bulb systems, and no bulb replacement is required. The service life of Alpha LED's is estimated to be 100,000 hours (10 years).
- Which Alpha Readerboard Model to Use? -- Two-inch high letters are easily readable from a 75' distance. Four-inch high letters are readable from a 125' distance. Seven-inch letters are readable from 200' away.
  - Alpha 4000 Series readerboards display one 4.8" line or two 2.1" lines at a time.
  - Alpha 7000 Series readerboards display one 7.2" line or two 3" lines or three 2.1" lines or four 1.5" lines at a time.
  - Alpha 9000 Series readerboards display one 9.6" line or two 4.5" lines or three 3" lines or four 2.1" lines or five 1.5" lines at a time.
  - Alpha 215 and 220 models display one 2" line at a time.
  - Alpha 300 Series readerboards display one 3" line at a time.
  - The Alpha Big Dot displays one 4" line at a time.
  - AlphaVision readerboards displays from four to sixteen 2.1" lines at a time. Other character sizes can also be used.
- Manuals Two manuals are provided:
  - The Networking Alpha Signs manual describes:
    - How one or more signs and the computer are connected.
    - How to change the address of a sign.
    - Various attachment components.
    - Cable wiring diagrams.
    - How to jumper a sign for RS-232 or RS-485 operation.
  You may download this manual at the following address by clicking here:
  9700-0112.html
  - The Alpha ACD Statistics Display System manual serves both installation and operational needs.
    - It contains a complete implementation plan, including a convenient checklist for ordering required items from various vendors.
    - It describes: (1) installing the Alpha Controller, (2) connecting the Remote Access Modem, (3) mounting the Alpha LED Sign(s), (4) cabling and connecting the Alpha LED Signs to the Alpha Controller, (5) cabling and connecting the Alpha Controller to the ACD phone system, and (6) installing and configuring the Alpha Messaging software for each Supervisor.
    - It explains how to change thresholds; how to change split names and sign abbreviations; how to compose messages using the message editor, and how to exit and restart the system.
    - It describes in detail the 25 special effects, time of day, animations, international characters and other readerboard features.
  This manual is provided to you upon receipt of your Purchase Order or upon request.
- Warranty -- The software is covered by a lifetime warranty. If the Alpha Call Center Statistics Display System software fails in any way, we will fix it or replace it by modem at no additional charge. The Alpha Controller and Alpha readerboards are covered by a limited one-year or two-year warranty, depending on model. If an Alpha readerboard fails, we will repair it at no charge and return it to you freight prepaid. When we receive a report that an Alpha readerboard is broken, we can provide a loaner, if this is required. Typically, you would take down the broken Alpha LED Sign and ship it to the Adaptive service center in Milwaukee for repair. If the Alpha Controller fails, we can provide a replacement machine. It is the customer's responsibility to ship the broken unit back using the same packing materials.
Required Items:
- Alpha Controller -- a Pentium III, Pentium IV, Celeron or AMD equivalent computer system with 256 MB RAM, high speed Hard Disk with at least 20 GB capacity, CD-ROM Drive, 1.44 MB Diskette Drive, two Serial Ports, 56K Modem, Network Interface Card, VGA Color Graphics Display Adapter and SuperVGA Monitor capable of displaying 1024 x 768 resolution in 32-bit True Color, Mouse, Keyboard, Microsoft Windows 2000 Professional with Service Pack 3, Internet Explorer 6 with Service Pack 1 and pcAnywhere 10.5. A new Alpha Controller and its components may be provided and installed by you or by Alpha-American. Alpha Controllers ordered from Alpha-American are shipped with all required components and with Windows™ operating system software, application software, support programs, and diagnostics programs pre-loaded. The Alpha Controller and its components may be installed by you or by our installation staff.
- Avaya 7400 or 8400 Data Module A dedicated Avaya 7400B or 8400B Data Module connected to the Avaya Phone System may be used for the continuous retrieval of BCMS statistics without the requirement for a Serial Port on the Avaya System. The Data Module model is determined by the Avaya Phone System you are using. Ask your Avaya representative which Data Module is required by your system to run a remote session.
- CMS or BCMS Supervisor User Login and Password must be assigned for use by the Alpha Controller.
- RS-485 Network Communications Cable must be run from the Alpha Controller to the first Alpha LED Sign and from the first Alpha LED Sign to the next, etc. The cable requirements depend on how many Alpha LED Signs are needed and how far away from the Alpha Controller they will be located. Alpha LED Signs may be attached up to 10,000 feet from the Alpha Controller. The cable used should be a quality UL listed cable, such as Belden 8761. This cable may be ordered with the Alpha LED Signs, or it may be purchased locally. Many customers use CAT5 telephone cable. The cabling is connected between RS-485 Network Adapters (surface mounted or recessed telephone company-type RJ11 modular adapter jacks or "biscuit" boxes) installed at each Alpha LED Sign and at the Alpha Controller. The individual Alpha readerboards and the Converter Box are then connected to the RS-485 Network Adapters using RS-485 Modular Cables. Additional cabling information is provided in the Networking Alpha™ Signs manual (click to download). This manual is also provided with your order.
- Modem Phone Line -- An analog modem phone line and telephone jack must be installed near the Alpha Controller to connect the Alpha Modem. This phone line is used to install and customize the Alpha software to your exact requirements. It is also used for training, for program maintenance and for troubleshooting problems when they occur.
- Electricity 24 hour electrical wall plugs should be installed within 6' of each device. Four electrical wall plugs installed within 6' of the Alpha Controller are also required (for the Alpha Controller, SuperVGA Monitor, the RS-232/485 Converter Box and Wall Transformer for the Avaya 7400B or 8400B Data Module). One or two conditioned power strips, or optionally, an UPS (Uninterruptable Power Supply), plugged into live electrical wall plugs near the Alpha Controller will usually satisfy this requirement.
- Installation of the Alpha Controller, remote access software, Alpha software, cabling and all Alpha LED Signs.
What to Order from Alpha-American:
- One or more Alpha LED Signs (Readerboards). Some Call Centers install one readerboard for each split being monitored. Many Call Centers display statistics for several splits on a single readerboard. The Alpha system will display ACD statistics and Supervisor messages on the same readerboard or on separate readerboards one for messages and one for ACD statistics. Many Call Centers require more than one readerboard, so all agents can see a display, depending on how agents' desks are oriented in the room. Many Call Centers use multi-line displays to display several splits at once.
- Display Connectivity Items The following items are required to connect Alpha readerboards to the Alpha Controller.
  - Alpha RS-232 to RS-485 Converter Box Converts information from RS-232 to a protocol that will travel up to 10,000 feet over RS-485 Network Cable.
  - Alpha RS-232 Type "A" Serial Cable Connects Converter Box to Alpha Controller.
  - RS-485 Modular Cable One for each readerboard. Connects readerboard to Network Adapter
  - RS-485 Network Adapter One for each readerboard. Connects Network Cable and Modular Cable.
  - RS-485 Network Cable Connects Converter Box to each Network Adapter.
- Alpha Call Center System Includes:
  - Alpha Call Center System ACD Statistics and Messaging Display Software connects to the Avaya phone system, reads and formats ACD statistics and messages, and displays them in brilliant colors on Alpha readerboards (local or remote) and optionally in an Alpha Popup display on Agent and Supervisor workstations.
  - Networking Alpha Signs Manual and Alpha Call Center System Instruction Manual.
  - Lifetime software technical and customer support.
  - Training assistance by phone as needed.
  - One-year parts and labor depot warranty on hardware.
- Alpha Controller -- A correctly-configured, thoroughly-tested computer system, monitor, and modem with software pre-loaded on the hard disk drive.
Options available:
- Turnkey Installation We will come to your facility to install and attach the Alpha Controller and the Alpha LED Signs. We will work with your facility manager to install the Alpha LED Signs, and we will work with your telephone specialist to attach the Alpha ACD Statistics Display System properly to your phone system and to verify the wiring and connections between the Alpha LED Signs and the Alpha Controller. When the hardware is installed and operational, we will train your personnel in the use of the system. Prior to our visit, you should have electricity, cabling and jacks installed at the Alpha Controller location and at each Alpha LED Sign location.
- Remote Messaging (via LAN) -- This option allows Supervisors to transmit messages from their own PC on a LAN to one or more LED Signs.
- Display ACD Statistics on LAN PC's -- ACD Statistics may be displayed in a pop-up window on an Agent or Supervisor's PC screen, if the PC's are on a network (Windows for Workgroups, Novell, etc.) and use MS-Windows. To use this option, your LAN administrator must be involved to install the popup software on agent PCs and to provide the appropriate network settings and access to the Alpha Controller by agent and supervisor PCs. Here are three views of the popup screen. The first shows the update status, the second shows only the statistics, and the third shows the skillset selection list.
Popup with Title Bar Showing Last Update

Popup with Title Bar Suppressed

Popup with Configuration Display
- Custom Programming -- Upon request, we will provide an estimate for custom modifications to the Alpha Call Center Statistics and Message Display System.
Literature:

Alpha Call Center Statistics and Messaging System - Avaya Version.

Demonstrations:

Click here to display a list of Alpha Call Center System video demonstrations.

Ordering Info:
- The prices for each of the components of the Alpha Call Center System are provided in the printed document (see Literature above). For readerboard prices, please call Alpha-American at (800) 223-4636 or use our Request Form.
- 7.75% California Sales Tax is added to sales of items delivered in California, unless other arrangements are made.
- Shipping charges are added to each order.
- Submit orders by fax, mail, e-mail or telephone.
- Various terms are available.
Copyright and Disclaimer Notices
"real time" call waiting status, sharp increases in productivity and dramatic reductions in "Calls Abandoned", "Calls Waiting", and "Longest Wait" are reported. Through the use of visual and audible alerts, agents know within seconds when ACD Call Center statistics exceed acceptable thresholds.
Call Center Supervisors are no longer "tied" to their desk watching a computer terminal. They can use their time more productively, focusing on agent performance, on problems with customers and on training.
Higher Call Center service levels translate into better customer service and faster response time to customer requirements.
Telephone equipment and personnel are utilized more efficiently.
Call Center Supervisor and agent communications are improved and sped up. Typed messages can be broadcast simultaneously to all agents in a Call Center.

Features:

Display Flexibility -- Each Alpha LED Sign (readerboard) is individually addressable. This provides tremendous flexibility in specifying the ACD statistics and supervisor messages and the splits that display on each readerboard. Each readerboard can display a different combination of splits and ACD statistics. Several splits may be displayed on the same readerboard, and different combinations of splits may be displayed on different reader-boards. Messages may be sent to all readerboards, to specific groups of readerboards, or to individual readerboards.

Select Which ACD Statistics Are Displayed -- A variety of ACD statistics may be displayed for each Call Center split. In fact, any statistic shown on a CMS or BCMS Display may be displayed on the Alpha LED Sign(s). Examples of these statistics include: Number of Calls Waiting (CW), Longest Call Waiting in minutes and seconds (LW), Available Agents or agents in a particular status (AVA), Total Calls (TC) or Service Level (SL). The Supervisor may specify and arrange the statistics fields that are displayed.

Typical Avaya Statistics

Where: CW=Calls Waiting MN=Agents Manned LCW=Longest Call Waiting WT=Agents Waiting AC=Agents on ACD Calls DN=Agents on DN Calls NR=Agents Not Ready AB=Abandoned Calls

Multiple Avaya Interfaces -The Alpha Call Center System will read and display ACD statistics from from multiple reports and connections to multple Avaya systems at the same time. This means that your Alpha readerboards can show the widest variety of ACD statistics -- Calls Waiting, Longest Wait, Positions Manned, and any statistics shown in CMS, BCMS and custom reports from any Avaya phone system on your network.
The Call Center Supervisor may set multiple Alert Thresholds for each field for each split. For example, if the number of Calls Waiting (CW) reaches 5, or the Longest Call Waiting (LW) exceeds 1 minute, or Positions Manned (POS) drops to 5 agents, the displayed statistic for that field can change color, beep the audible alert, display a message, or flash, at the preference of the Call Center Supervisor. Then If CW or LW reach the next threshold, the displayed statistic(s) can again change color, beep the audible alert, display a message, flash or perform a combination of these actions.
Audible Alert -- All Alpha readerboards have a built in Audible Alert. Beeps may sound when a threshold is reached. The Audible Alert may be easily "muted" by changing the beep setting. The beep can sound once when a threshold is reached, or it can sound over and over. The supervisor sets the number of seconds between beeps. Optionally, the system can activate a strobe light or bell or play a specified .WAV file, or it can transmit a message to a pager.
Sleep Feature -When the last agent logs out of a split, the system can remove the split from the readerboard and not display "zero"" ACD statistic values for that split. Only supervisor messages continue to display. The Sleep Feature may also be invoked manually, so that ACD statistics do not display, even when agents are logged in.
Enter Messages -- Supervisors may enter messages to agents and service messages using any browser program, such as Internet Explorer, Netscape or Mozilla. These messages are typed on the Alpha Controller keyboard. An optional feature allows the messages to be typed on a Supervisor's PC. Display effects and animations may be included in the messages. Supervisor messages may either alternate displaying with the display of Call Center statistics, or on multi-line readerboards, messages may occupy a separate line of the readerboard. Readerboards may also be dedicated to displaying messages only. NOTE: Typing messages on a Supervisor's PC on a LAN is an option that requires additional software as well as network connectivity.
Concurrent Operation -- Messages display and Skillset statistics update, while messages are being typed, while thresholds are being changed, and while other system procedures are being performed. When statistics change, the statistics on the message board change instantly.
User Friendly -- The Alpha Call Center Statistics Display System employs user-friendly features, such as function keys, on-screen documentation and pop up menu selections, to facilitate changing thresholds and typing local messages.

Message Editor in Browser -- Message composition and transmission is done using a browser, such as Internet Explorer, Netscape or Mozilla.
The following screens show the message editor and the drop-down menu feature.

Special Effects -- The following Alpha readerboard features may be used in messages:

25 Display Modes -- roll up, roll down, roll in, roll out, roll right, roll left, wipe up, wipe down, wipe in, wipe out, wipe right, wipe left, flash, sparkle, twinkle, starburst, snow, slide, spray, hold, interlock, switch, rotate, scroll and automode.
4 Positions -- top, bottom, middle and fill.
Character Settings -- serif, san serif, proportional, fixed, wide, double wide, normal, 5 pixel high, 7 pixel high, 10 pixels high, 15 pixel high, double high, flashing characters, etc.-- are built into the Alpha readerboards to provide variety and interest to messages and to capture the attention of the viewer.
7 Color Settings -- green, amber, red, rainbow 1, rainbow 2, mix and autocolor.
International Character Set

Animations and Clock -- Most Alpha readerboards have nine pre-programmed animations built in -- Fireworks, Cherry Bomb, Slot Machine, Running Animal, Turbo Car, Don't Drink and Drive, No Smoking, Welcome, Thank You, etc. -- and all Alpha readerboards can display the time and ten day and date formats. The animations and the time of date may be used in your messages. NOTE: The Alpha 7000 and AlphaVision readerboards do not have built in pre-programmed animations; you may run custom animated GIFs on these models.
Remote Diagnostics and Support -- Software installation, custom modifications and program updates are provided using a modem and our Remote Access program. This enables us to respond instantly to your requests for program changes. It also simplifies installation and allows us to respond immediately to any problem you may experience with your software or hardware.
Mounting Hardware -- Each Alpha readerboard comes with mounting hardware.
Alpha state of the art LED Signs are solid state and made in the USA (in Milwaukee, Wisconsin) using only the highest quality components. Every Alpha LED Sign is subjected to extensive testing before delivery. Alpha message boards that were sold years ago are still operational today, and repair and replacement parts for those units are still available. LED technology provides energy savings of up to 94% compared to bulb systems, and no bulb replacement is required. The service life of Alpha LED's is estimated to be 100,000 hours (10 years).
Which Alpha Readerboard Model to Use? -- Two-inch high letters are easily readable from a 75' distance. Four-inch high letters are readable from a 125' distance. Seven-inch letters are readable from 200' away.
- Alpha 4000 Series readerboards display one 4.8" line or two 2.1" lines at a time.
- Alpha 7000 Series readerboards display one 7.2" line or two 3" lines or three 2.1" lines or four 1.5" lines at a time.
- Alpha 9000 Series readerboards display one 9.6" line or two 4.5" lines or three 3" lines or four 2.1" lines or five 1.5" lines at a time.
- Alpha 215 and 220 models display one 2" line at a time.
- Alpha 300 Series readerboards display one 3" line at a time.
- The Alpha Big Dot displays one 4" line at a time.
- AlphaVision readerboards displays from four to sixteen 2.1" lines at a time. Other character sizes can also be used.

Manuals ??? Two manuals are provided:
- The Networking Alpha??? Signs manual describes:
  - How one or more signs and the computer are connected.
  - How to change the address of a sign.
  - Various attachment components.
  - Cable wiring diagrams.
  - How to jumper a sign for RS-232 or RS-485 operation.
You may download this manual at the following address by clicking here:
9700-0112.html
- The Alpha ACD Statistics Display System manual serves both installation and operational needs.
  - It contains a complete implementation plan, including a convenient checklist for ordering required items from various vendors.
  - It describes: (1) installing the Alpha Controller, (2) connecting the Remote Access Modem, (3) mounting the Alpha LED Sign(s), (4) cabling and connecting the Alpha LED Signs to the Alpha Controller, (5) cabling and connecting the Alpha Controller to the ACD phone system, and (6) installing and configuring the Alpha Messaging software for each Supervisor.
  - It explains how to change thresholds; how to change split names and sign abbreviations; how to compose messages using the message editor, and how to exit and restart the system.
  - It describes in detail the 25 special effects, time of day, animations, international characters and other readerboard features.
This manual is provided to you upon receipt of your Purchase Order or upon request.
Warranty -- The software is covered by a lifetime warranty. If the Alpha Call Center Statistics Display System software fails in any way, we will fix it or replace it by modem at no additional charge. The Alpha Controller and Alpha readerboards are covered by a limited one-year or two-year warranty, depending on model. If an Alpha readerboard fails, we will repair it at no charge and return it to you freight prepaid. When we receive a report that an Alpha readerboard is broken, we can provide a loaner, if this is required. Typically, you would take down the broken Alpha LED Sign and ship it to the Adaptive service center in Milwaukee for repair. If the Alpha Controller fails, we can provide a replacement machine. It is the customer's responsibility to ship the broken unit back using the same packing materials.

Required Items:

Alpha Controller -- a Pentium III, Pentium IV, Celeron or AMD equivalent computer system with 256 MB RAM, high speed Hard Disk with at least 20 GB capacity, CD-ROM Drive, 1.44 MB Diskette Drive, two Serial Ports, 56K Modem, Network Interface Card, VGA Color Graphics Display Adapter and SuperVGA Monitor capable of displaying 1024 x 768 resolution in 32-bit True Color, Mouse, Keyboard, Microsoft Windows 2000 Professional with Service Pack 3, Internet Explorer 6 with Service Pack 1 and pcAnywhere 10.5. A new Alpha Controller and its components may be provided and installed by you or by Alpha-American. Alpha Controllers ordered from Alpha-American are shipped with all required components and with Windows??? operating system software, application software, support programs, and diagnostics programs pre-loaded. The Alpha Controller and its components may be installed by you or by our installation staff.
Avaya 7400 or 8400 Data Module ??? A dedicated Avaya 7400B or 8400B Data Module connected to the Avaya Phone System may be used for the continuous retrieval of BCMS statistics without the requirement for a Serial Port on the Avaya System. The Data Module model is determined by the Avaya Phone System you are using. Ask your Avaya representative which Data Module is required by your system to run a remote session.
CMS or BCMS Supervisor User Login and Password must be assigned for use by the Alpha Controller.
RS-485 Network Communications Cable must be run from the Alpha Controller to the first Alpha LED Sign and from the first Alpha LED Sign to the next, etc. The cable requirements depend on how many Alpha LED Signs are needed and how far away from the Alpha Controller they will be located. Alpha LED Signs may be attached up to 10,000 feet from the Alpha Controller. The cable used should be a quality UL listed cable, such as Belden 8761. This cable may be ordered with the Alpha LED Signs, or it may be purchased locally. Many customers use CAT5 telephone cable. The cabling is connected between RS-485 Network Adapters (surface mounted or recessed telephone company-type RJ11 modular adapter jacks or "biscuit" boxes) installed at each Alpha LED Sign and at the Alpha Controller. The individual Alpha readerboards and the Converter Box are then connected to the RS-485 Network Adapters using RS-485 Modular Cables. Additional cabling information is provided in the Networking Alpha??? Signs manual (click to download). This manual is also provided with your order.
Modem Phone Line -- An analog modem phone line and telephone jack must be installed near the Alpha Controller to connect the Alpha Modem. This phone line is used to install and customize the Alpha software to your exact requirements. It is also used for training, for program maintenance and for troubleshooting problems when they occur.
Electricity ??? 24 hour electrical wall plugs should be installed within 6' of each device. Four electrical wall plugs installed within 6' of the Alpha Controller are also required (for the Alpha Controller, SuperVGA Monitor, the RS-232/485 Converter Box and Wall Transformer for the Avaya 7400B or 8400B Data Module). One or two conditioned power strips, or optionally, an UPS (Uninterruptable Power Supply), plugged into live electrical wall plugs near the Alpha Controller will usually satisfy this requirement.
Installation of the Alpha Controller, remote access software, Alpha software, cabling and all Alpha LED Signs.

What to Order from Alpha-American:

One or more Alpha LED Signs (Readerboards). Some Call Centers install one readerboard for each split being monitored. Many Call Centers display statistics for several splits on a single readerboard. The Alpha system will display ACD statistics and Supervisor messages on the same readerboard or on separate readerboards ??? one for messages and one for ACD statistics. Many Call Centers require more than one readerboard, so all agents can see a display, depending on how agents' desks are oriented in the room. Many Call Centers use multi-line displays to display several splits at once.

Display Connectivity Items ??? The following items are required to connect Alpha readerboards to the Alpha Controller.
- Alpha RS-232 to RS-485 Converter Box ??? Converts information from RS-232 to a protocol that will travel up to 10,000 feet over RS-485 Network Cable.
- Alpha RS-232 Type ???A??? Serial Cable ??? Connects Converter Box to Alpha Controller.
- RS-485 Modular Cable ??? One for each readerboard. Connects readerboard to Network Adapter
- RS-485 Network Adapter ??? One for each readerboard. Connects Network Cable and Modular Cable.
- RS-485 Network Cable ??? Connects Converter Box to each Network Adapter.
Alpha Call Center System ??? Includes:
- Alpha Call Center System ??? ACD Statistics and Messaging Display Software ??? connects to the Avaya phone system, reads and formats ACD statistics and messages, and displays them in brilliant colors on Alpha readerboards (local or remote) and optionally in an Alpha Popup display on Agent and Supervisor workstations.
- Networking Alpha Signs Manual and Alpha Call Center System Instruction Manual.
- Lifetime software technical and customer support.
- Training assistance by phone as needed.
- One-year parts and labor depot warranty on hardware.
Alpha Controller -- A correctly-configured, thoroughly-tested computer system, monitor, and modem with software pre-loaded on the hard disk drive.

Options available:

Turnkey Installation ??? We will come to your facility to install and attach the Alpha Controller and the Alpha LED Signs. We will work with your facility manager to install the Alpha LED Signs, and we will work with your telephone specialist to attach the Alpha ACD Statistics Display System properly to your phone system and to verify the wiring and connections between the Alpha LED Signs and the Alpha Controller. When the hardware is installed and operational, we will train your personnel in the use of the system. Prior to our visit, you should have electricity, cabling and jacks installed at the Alpha Controller location and at each Alpha LED Sign location.
Remote Messaging (via LAN) -- This option allows Supervisors to transmit messages from their own PC on a LAN to one or more LED Signs.

Display ACD Statistics on LAN PC's -- ACD Statistics may be displayed in a pop-up window on an Agent or Supervisor's PC screen, if the PC's are on a network (Windows for Workgroups, Novell, etc.) and use MS-Windows. To use this option, your LAN administrator must be involved to install the popup software on agent PCs and to provide the appropriate network settings and access to the Alpha Controller by agent and supervisor PCs. Here are three views of the popup screen. The first shows the update status, the second shows only the statistics, and the third shows the skillset selection list.

Popup with Title Bar Showing Last Update

Popup with Title Bar Suppressed

Popup with Configuration Display

Custom Programming -- Upon request, we will provide an estimate for custom modifications to the Alpha Call Center Statistics and Message Display System.

Literature:

Alpha Call Center Statistics and Messaging System - Avaya Version.

Demonstrations:

Click here to display a list of Alpha Call Center System video demonstrations.

Ordering Info:

The prices for each of the components of the Alpha Call Center System are provided in the printed document (see Literature above). For readerboard prices, please call Alpha-American at (800) 223-4636 or use our Request Form.
7.75% California Sales Tax is added to sales of items delivered in California, unless other arrangements are made.
Shipping charges are added to each order.
Submit orders by fax, mail, e-mail or telephone.
Various terms are available.

Copyright and Disclaimer Notices