Citel QV-M1 User manual

LED “Readerboards” keep Meridian 1 call center agents informed and alerted.
Our unique PBX Interface, Q-ViewTM, makes boards easy to program.
Tri-Color ACD Display
MCK’s Tri-Color ACD Display
broadcasts queue and agent
statistics generated by Nortel
Networks’ Meridian 1 PBX and
communicates important
information via text
messaging. With simple
user programming, MCK's
QView™ interface can broad-
cast chosen statistics to select
displays and alert agents to
service needs and excessive
customer wait times.
Optional ACD Messenger™
software adds PC-based text
messaging and message
management.
Informed agents require less
supervision and respond more
quickly to opportunities and
emergencies.
KEY BENEFITS
• Improved Agent Productivity
Signs broadcast queue statistics and agent
status information from all queues in real
time. Agents can plan their time and
respond to changes.
• Easier Readability
Bright two and four inch LED characters
can be read from more than 50 feet. Two
lines of type on the four inch signs permit
use of column headings to add clarity.
• At-A-Glance Comprehension
Queue information can be reported by
name (instead of Q1, Q2). Unique QView
interface facilitates creation of text
headings ("Sales," "Service," etc.) for
labeling queues.
• Minimal Hardware Investment
QView, the wall display interface module,
connects directly to a Meridian 1 digital
port. The user connects a digital phone
to QView to program wall displays (stats
and text) and uses the phone’s keys to
respond to prompts. No PC required.
• Increased Sense of Urgency
The supervisor can set thresholds for
any field. Wall displays will change colors,
display text messages when thresholds
are exceeded. On-board relays can acti-
vate audible alarms, flashing lights or
other devices supplied by the user. Agents
respond quickly to queue overloads or
drops in service.
• Smart Expandability
Call center management can daisy chain
multiple displays from a single interface
and program different LED displays to
show specific queues. They can enable
and disable fields to broadcast only the
relevant data to selected groups. Unused
categories can be eliminated.
OVERVIEW
Pricing and technology are not sustainable
advantages. The true battlefront is
customer service. Successful companies
respond to customer needs and solidify
relationships.
Communicating conditions to customer
contact center agents in real time is key.
When call waiting time or other targeted
measures exceed acceptable thresholds,
everyone must know and respond immedi-
ately. Informed agents are more per-
ceptive, self-disciplined and attuned
to company goals.
Companies building or upgrading call
centers based on the Meridian 1 PBX have
a variety of communication options. If the
goal is simply to inform agents with the
most critical queue statistics and concise
text messages, MCK’s dependable Tri-Color
ACD Displays deliver the information agents
need without adding unnecessary bells and
whistles that add more cost than value.
MCK's unique QViewTM interface simplifies
programming and adds flexibility. In
minutes, a supervisor can assign chosen
statistics to selected displays and set
thresholds to alert agents to critical drops
in service. QView plugs directly into a
Meridian 1 port and emulates a 2616
supervisor's set.
The supervisor plugs a display model
Meridian phone into QView to program
what agents will see (no PC necessary).
The user can order stats for daisy-chained
boards individually or broadcast the same
information to all signs. Automatic color
changes and optional text messages alert
agents when a category's status exceeds
user-determined limits.
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Tri-Color ACD Display
COMPATIBILITY
MCK LED displays are compatible with
Meridian 1 and SL-1 PBXs, Release 15 or
higher. QView requires a single digital
station port, set up as an M2616 supervisor
telephone.
SPECS
2", 1 Line, Tri-Color, 30" Length
Physical Dimension: 28.9" x 4.5" x 2.1"
4", 2 Line, Tri-Color, 36" Length
Physical Dimension: 40.2" x 7.7" x 5.1"
4", 2 Line, Tri-Color, 48" Length
Physical Dimension: 52.2" x 7.7" x 5.51"
4", 2 Line, Tri-Color, 60" Length
Physical Dimension: 64.2" x 7.7 " x 5.51"
4", 2 Line, Tri-Color, 72" Length
Physical Dimension: 76.2" x 7.7 " x 5.1"
ORDERING
A Tri-Color ACD Display order includes a
minimum of one two- or four-inch LED display,
a QView interface, optional remote control
keyboard and instructions for use. Software
for programming MCK displays and ACD
Messenger may be ordered separately.
MODEL NUMBERS
Model No. Description
500-1730-001 2" Tri-Color Display (115V)
500-1731-001 2" Tri-Color Display (230V)
500-1726-001 4" Tri-Color Display, 36” Length (115V)
500-1732-001 4" Tri-Color Display, 36”Length (230V)
500-1727-001 4" Tri-Color Display, 48” Length (115V)
500-1728-001 4" Tri-Color Display, 60” Length (115V)
500-1729-001 4" Tri-Color Display, 72” Length (115V)
QV-M1 Q-View Wall Display Interface
500-5054-001 ACD Messenger
500-1716-001 Remote Keyboard
ACD Messenger
Optional software lets
the supervisor add text
messaging via a non-
dedicated Windows PC. Messages can be
broadcast to all displays, addressed to a single
unit or sent to a group of displays. (Purchased
separately.)
ACD Display
Available with two or four inch high color
LED characters. Green indicates normal call volumes,
amber is first threshold and red is second threshold.
Flashing red alerts viewers they've reached a third limit.
QView Interface
Allows the supervisor
to select queue and
agent data to be broadcast to specific displays,
label queues, set thresholds and add text alerts.
Plugs directly into a Meridian 1 digital port.
Remote Control
Keyboard permits
the user to designate a
wall display address to enable partitioning
of messages between multiple displays.
“The best agents take ownership
of the company’s customer
service goals. With ACD displays,
they always know where they stand.”
Product specifications subject to change
without notice.
*MCK's IP-based products utilize Voice over IP (VoIP)
technology to deliver remote voice solutions. The
voice quality of these solutions is dependent on vari-
ables such as available bandwidth, network latency
and quality of service (QoS) initiatives, all of which
are controlled by the network and Internet service
providers. Because these variables are not in MCK's
control, it cannot guarantee the performance of the
user's IP-based remote voice solution.
Software release 3.1 is required for direct termination
of frame relay. MCK, the MCK logo, MCK EXTender,
PBXgateway, RVP and RVPoIP are trademarks of
Citel Technologies Ltd.
Other brand and product names referenced herein
are trademarks of their respective holders.
© 2005 Citel Technologies tricolor-0205
MCK Communications, Inc.
75 Second Avenue, Suite 710
Needham, MA 02494
Toll Free: 888-454-7979
Telephone : [phone]
Fax: [phone]
www.mck.com
Citel Technologies
1420 Fifth Avenue, Suite 1650
Seattle, WA 98101
Toll Free: 877-248-3587
Telephone: [phone]
Fax: [phone]
www.citel.com
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