Frequently Asked Questions

  1. How does the CC Broadcaster display ACD queue, split or group information?
    There are two connections - 1) a serial or LAN connection from the switch to the CC Broadcaster server to collect the ACD information, and 2) from the server to the display device (TV, readerboard, or LAN window). TVs are connected with coaxial cable, while readerboards and LAN workstations utilize the company LAN.

  2. What is the frequency of the ACD updates?
    If there is a LAN connection to the ACD software, switch updates are extremely quick. There is literally no delay in the updates. An analog (serial) connection is much slower (at 1200 baud – a switch limitation), and as such we do not recommend cycling more than three ACD queues on a TV display. When a call center has many queues and an analog connection to the switch, we recommend more than one display format, and a second, and even a third real-time switch port to keep the information fresh.

  3. How many ACD queues, splits or groups can be displayed at one time?
    All three display devices (TVs, readerboards and LAN windows) present information from one ACD queue at a time. For additional queues, information is either cycled or there are dedicated displays.

    Call centers with agents that answer calls for multiple queues typically elect to cycle through the information. To keep the updates "fresh", no more than three queues should be cycled. For TVs, this is accomplished by simply splitting the NTSC output and identical synchronized cycles are presented on all TVs. Readerboards and LAN windows allow for additional flexibility, where the readerboard or the agent can be identified as a member of a display group. This way, adjacent agents belonging to different ACD groups see only the information relevant to their group.

    The second way to see information on multiple queues is to have "dedicated" display channels. Each TV associated with the CC Broadcaster is hardwired to display only one information channel. For example, TVs wired for channel A may be displaying statistics from Customer Service, while TVs wired for channel B are cycling through statistics on Billing, Help Desk and Technical Support. Each channel can be displayed on up to eight televisions - all synchronized and identical in format. There is a charge for the extra hardware and software required with additional information channels, but this allows TVs to display only the relevant information to agents in associated ACD queues, or work areas.