Nortel ACD C Package

Nortel C-Package

Ultra-Link is powerful real time data collection software that interfaces to the Meridian C-Package and distributes the real-time statistics to LED Wallboards, PcPops! (Desktop Clients), Plasma/LCD/TV monitors (DashView Plus Clients), 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.

Ultra-Link can combine statistics from multiple data sources including the Meridian C-Package to provide enterprise wide data management.

Ultra-Link has the ability to capture data from the Global Queue Statistics, but some valuable data can only be collected with the LCW Module, which emulates a phone set to capture the data capable of being displayed on certain Nortel phone sets.

Ultra-Link for Nortel C-Package

Global Queue Statistics

Average Speed of Answer
Tel. Service Factor
No. of Calls in Queue
No. Positions Manned
No. Agents Direct Call Proc.
No. Agents Post Call Proc.
No. Agents Waiting
No. Agents on Non-ACD Calls
No. Virtual Calls Queued.

Longest Call Waiting Module  (for Nortel Systems)

Longest Call Waiting
Calls Waiting
Positions Manned
Time of Overflow
Agents on ACD Calls
Agents Idle
Agents on DN Calls
Agents Logged Out