CCTMS Problem Statement
The following two new counters are to be added to the CCTMS server software:
- Call service counter (Cs) – Initialized to threshold value = 900sec
- Call wrap-up counter (Cw) – Initialized to threshold value = 300sec
Call service counter
This counter is initialized to the default threshold value when the agent starts servicing a call. The functionality of this counter is as follows:
- The counter will start count down to zero (–counter) on receiving a START (off-hook) trigger from CCTMS server. At value zero a RED LED will blink until the counter is STOPPED.
- On reaching a value zero the counter will start counting upwards (++counter).
- On STOP (on-hook) trigger counter will stop counting. The agent client will send a report to the manager if the counter was incrementing before being stopped.
CCTMS server will send a START trigger to the CTTMS agent client on receiving a off-hook indication from the call center agent. CCTMS server will send a STOP trigger to the CCTMS agent client on receiving a on-hook indication from the call center agent.
Call wrap-up counter
This counter is initialized to the default threshold value when the agent goes on-hook. The functionality of this counter is as follows:
- The counter will start count down to zero (–counter) on receiving a START (on-hook) trigger from CCTMS server. At value zero a RED LED will blink until the counter is STOPPED.
- On reaching a value zero the counter will start counting upwards (++counter).
- On STOP (call-end) trigger counter will stop counting. The agent client will send a report to the manager if the counter was incrementing before being stopped.
This counter will receive START trigger after Call Service counter is stopped by the on-hook trigger from CCTMS server. The call agent will push the Call-End button on the front panel when call wrap-up is complete, this event will generate a STOP trigger for the counter.
LabVIEW Interface
Front Panel
The user interface of the CCTMS agent client is the front panel built with the LabVIEW software. The front panel of the CCTMS agent client is required to have the following indicators:
- Counter Cs and corresponding RED LED
- Counter Cw and corresponding RED LED
The START and STOP triggers for the Call Service counter will be received from the CCTMS server software. The On-Hook push button has been provided on the front panel to simulate the STOP trigger from the CCTMS server.
The control for Call Wrap-up counter is built on the front panel as a Call-End push button.
Block Diagram
Two timed loops for Call Service Counter and Call Wrap-up Counters have been added to a flat sequence structure. The flat sequence structure has been included in the block diagram for the sequential execution of the counter loops.
An LED and beep sound is added to the counters. The LED will glow RED and beep will sound when the counter threshold value is crossed.
The two counters are initialized with constant values 900 seconds and 300 seconds respectively. The periodicity of the counters is set to 1000ms (1 sec).
References
LabVIEW Tutorial. Web.