CMS with Ultra-Link

Avaya CMS with Ultra-Link Software

Ultra-Link is powerful real time data collection software that gathers information from the Avaya CMS and distributes this data to LED Wallboards, Data-Pops (Desktop Clients), Plasma/LCD/TV monitors, Emails (including PDAs, Cell Phones, Pagers), XML Web Pages and Printed Reports. Ultra-Link gives mobility back to the supervisor so they can assist agents, attend meetings and still be aware of the status of the call center. Administering the data will elevate the data from “just another set of facts and figures” to useful and empowering information sent out to a targeted audience to improve efficiency and effectiveness in your business.

The Spectrum ULSocket is typically installed on the CMS/Sun server to provide both real-time (interval) and Historical (up-to-the-day running totals) statistics.

Ultra-Link for Avaya CMS

For additional data items a custom report or a custom socket connection can be developed.  Spectrum offers Agent reports, Trunk Reports, VDN Reports and Vector Reports.  Contact Spectrum for further information and customization options.

The following data items can be viewed from your Avaya CMS with ULSocket and Ultra-Link software.

Split ANSt ACDt Staff ACDc ABNc SvcLvl Avail OnACD InAux InAcw CIQ Oldest Offered ABNt

Split number reported on Average Speed of Answer- Accumulative through the day.  Can be in MM:SS format or Seconds only ACD talk time-  Accumulative through the day.  Can be in MM:SS format or Seconds only Agents Staffed-  Real time Value ACD calls- Accumulative through the day Abandon calls- Accumulative through the day Service Level %- This is calculated through the entire day up to the last 15 second refresh Agents Available- Real Time Statistic Agents on and ACD call- Real Time Value Agents in AUX-Real Time Value Agents in After call Works- Real Time Value Calls in Queue- Real Time Value Oldest Call Waiting- Real Time Value Calls Offered- Accumulative through the entire day up to the last 15 second refresh Abandon Time for the Day...Accumulative for the day