Toshiba Strata DK14 General Description Manual page 483

Connection to Insight DK or SMIS
If a SMIS computer or MIS system is
connected to the DK424 MIS port,
the Call Center Viewer application
host PC connects to it through a "Y"
cable RS-232 splitter distribution box
(see Figure 35). (Toshiba
recommends model TL159A from
Black Box® Corporation for this
purpose.)
The Call Center Viewer monitors the
connection between the Toshiba
SMIS, MIS or another Call Center
Viewer application PC. This enables
the Call Center Viewer application
PC to work in conjunction with the SMIS computer which is already connected to and controlling
the DK424 MIS port.
The Call Center Viewer application and the SMIS application must reside on separate computers
since SMIS requires a dedicated PC. The Call Center Viewer provides real-time status displays
and connection of electronic Wall Boards, while SMIS provides historical ACD reports.
Multiple Supervisor Call Center Viewer Applications
By using RS-232 splitters in a "Y" cable distribution box connection (Toshiba recommends model
TL159A from Black Box Corporation for this purpose), several PCs running the Call Center
Viewer application can connect, in the monitor mode, to the DK424 MIS port (see
flexibility provides a variety of multiple Supervisor and electronic wall board connection
configurations.
Each host PC Call Center Viewer application functions independently of the other connections.
This functionality enables each group Supervisor to view real-time data associated with their
particular group or all ACD groups.
Strata DK
Host PC
Host PC
Figure 36 Multiple Supervisor Configurations
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Strata DK
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Figure 35
Spectrum Wall Board Displays
TECH SUPPORT CW:18 LCW: 15:10
MARKET SUPPORT CW:2 LCW: 1:56
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Spectrum Wall Board Displays
TECH SUPPORT CW:18 LCW: 15:10
SMIS/MIS
MARKET SUPPORT CW:2 LCW: 1:56
Host PC
"Y" Splitter Connection
Strata DK Spectrum Wall Board Displays
TECH SUPPORT CW:18 LCW: 15:10
TECH SUPPORT CW:18 LCW: 15:10
SMIS/MIS
MARKET SUPPORT CW:2 LCW: 1:56
MARKET SUPPORT CW:2 LCW: 1:56
Host PC
CUSTOMER SUPPORT CW:5 LCW: 3:15
Host PC CUSTOMER SUPPORT CW:5 LCW: 3:15
Host PC
Automatic Call Distribution
ACD Feature Interaction
Figure 36). This
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