Norstar Cinphony ACD Call Center
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Home > Nortel Phone Systems > Norstar > Call Centers > Cinphony ACD

Norstar Cinphony ACD Call Center

Brand : Norstar
Item : Cinphony ACD
Manufacturer : Nortel Networks
Model : Cinphony
Warranty : 1 Year

   Price Options Qty Price
Cinphony 1 - 3.7 - Software Only$4999.00
Cinphony 2 - 3.7 - Software Only$6999.00
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On Site Cintech InstallationCALL
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Description :
The Norstar Cinphony ACD (Automatic Call Distribution) is Nortel's largest Norstar Call Center, allowing up to 80 agents and 120 lines. It is a sophisticated Call Center software, developed by Cintech and coupled with a Norstar Application Module.
Norstar Cinphony ACD Call Center
621



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Cinphony Call Center Capacities and Features
  Level 1 Level 2
Maximum Active Agents 30 80
Maximum Configured Agents 120 240
Maximum Groups 6 80
Supervisors 1 Per Group 1 Per Group
Steps in Call Routing Table 16 16
Call Routing Tables 2 Per Group 2 Per Group
Overflow levels 3 8
Maximum Lines 144 144
PRI support (DID/DNIS) 1000 1000
Active Voice Channels (Basic) 8 12
Active Voice Channels (Maximum) 32 32
Recorded Announcments 240 240
Station or Set Screen Set Set

Links To More Documentation

Norstar ACD Specification Sheet PDF
ACD Application Brief PDF
Basics Of Call Centers Power Point
Call Process Power Point


• Norstar Cinphony ACD Sidenotes •
In addition to the same powerful features offered by PRELUDE ACD, CINPHONY ACD gives you an array of astounding call center capabilities designed to speed productivity and impress callers. These include:
  • Intelligent call routing
  • Call categorization
  • Emergency routing
  • Ability to export ACD information to other popular software tools for specialized reporting
  • Supervisory tools such as silent monitoring of agent calls, agent help key, and agent record call
  • 16 Call Management reports available on the desktop via LAN-based server
  • Real-time group and system status displays 12 in-depth management reports on agent, group, and system performance
  • Skillset-based routing
  • Co-residency on the Norstar Applications Module with other applications (or by itself)
  • Full integration with Norstar Voice Mail, CTI, and Desktop Messaging.

Skillset-based routing lets you send callers to the agent with the most experience, or automatically route VIP callers to special agents or departments. Or you can send callers to the agent who's been idle the longest -- it's your choice!

Tight Integration with Norstar Applications
Both PRELUDE and CINPHONY ACD work seamlessly with Norstar Voice Mail. Your callers can use Norstar Voice Mail's voice menus to reach information mailboxes, access fax-on-demand services, or leave a voice mail message.

Computer-Telephony Integration (CTI)
Both ACD systems can be integrated with Norstar computer-telephony integration and Calling Line ID services to deliver agent screen pops of incoming caller information. This reduces the amount of information your agents need to get from callers and dramatically cuts the length of the call. With ISDN BRI connectivity, the CLID information is delivered immediately, shaving at least 5 seconds off every call!

LAN-Based Reporting
With the latest release of PRELUDE or CINPHONY ACD, you get INFOCUS, a powerful information management tool that gives you real-time access to the information your call center processes every second. Your executives, supervisors, and agents can use a standard Internet browser to access call information anytime via a LAN-based server -- right from their PCs. With point-and-click ease, they can view and print reports, even administer and configure the system in real-time or schedule the changes for later.

CINPHONY's Superior Supervisory Tools
CINPHONY's built-in supervisory features include silent monitoring of agent calls, an agent help key that lets agents reach a supervisor instantly, and a real-time status display that lets supervisors know what's happening every second. With call categorization, agents can enter a category code that shows what type of call was handled. Then supervisors can see how many calls of a particular type are coming in.

Companies that need to record certain calls for agent training purposes appreciate CINPHONY'S agent record call feature. The agent simply presses a button to record the call, and the supervisor can play it back immediately.

CINPHONY offers 16 comprehensive management reports, including two new reports: An ACD Call Profile Summary that encapsulates all calls (including abandoned, disconnected, and transferred calls) by group for a specified time period; and the Line Profile Summary, a review of ACD system line usage.

With CINPHONY's advanced call handling capabilities, you can answer more calls with the same number of staff, help reduce abandoned calls, cut long-ringing and hold time, and improve customer service.







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When you are looking for a new phone system for your business, we suggest the following phone systems
Norstar Phone Systems   |   Nortel BCM Voip Enabled Phone Systems   |   BCM 50   |     BCM 400   |   Nortel Merdian PBX Enterprise
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