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Q-Max and emiera unite to produce a multi-media, multi-level alarm notification system
Q-Max Systems Limited, industry leaders in WorkForce Management across Europe have partnered with emiera to produce a unique version of postmaster. The new product will distribute user-definable system alarms to key personnel within your organisation, allowing them to make changes in the contact centre to positively effect Service Levels.
postmaster is a versatile platform that enables businesses to provide key information to the right people, wherever they are located.
postmaster for Q-Max has been specially adapted to monitor actual and forecasted Work Group Service Levels as generated by the Q-Max WorkForce Management System.
postmaster is automatically updated with current Work Group names as collected from the Q-Max system. Alarm criteria can be configured for each Work Group. You can set alarms for any or all of the groups.
postmaster simply monitors Work Group performance and notifies alarm status as configured via:
- mobile phone SMS
- pager
- screen-pop
You can configure postmaster to notify a single user or a group of users. Alarm notification can be delivered and updated as Service Levels alter, until the alarm condition is cleared.
In addition, the postmaster screen-pop application which can be loaded onto any networked PC enables users to send free-text SMS messages to mobile phones by using the PC keyboard.
features
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Conditional notification options
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Escalation and group notification options
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Mobile phone text messages via SMTPand HTTP Internet protocols
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Network screen-pop via corporate LAN
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Email notification via SMTP
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All notification options can be set on anindividual user basis
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Single Server Solution per customer site (can co-reside with Q-Max)
- System Administration via intuitive, easy to use Graphical User Interface (GUI)
features
- Scheduled notification by day-of-week and time-of-day on a per user basis
- Cost-effective, high performance, network independent SMS service option
- Free-text messages can be sent directly to users and groups from the postmaster GUI and screen-pop application via SMS, screen-pop or email
- Automatic configuration of Work Group names, with continuous performance updates throughout the working day
- Detailed system log containing statistics
for each notification message, including time sent, recipient name and
delivery method
how postmaster works
As shown in the diagram below, postmaster
communicates with the Q-Max WFM system via a network (LAN) connection:
SMS messages are delivered via a connection to the internet, to an SMS service provider that ‘relays’ the required messages to the GSM mobile network. In this way, messages can be sent to any mobile carrier with the minimum of delay. Pager messages are delivered in a similar way to a pager Service Provider via the Internet.
Email messages are delivered via the configured email server, enabling delivery to any valid email address worldwide. No special settings are required for the email accounts, and Users receive notification emails in the same way as for any other emails.
Screen-pop notification is delivered via the corporate LAN to any PC that has the postmaster screen-pop application loaded.
customer requirements
- Q-Max WorkForce Management version 6 or above
- Windows 2000 or later
- Symantec pcAnywhere 32
- Pentium III 500Mhz or better
- modem dial-up access for remote support
- 128Mb RAM or better
- 1 Gigabyte free disk space
- LAN card and TCP/IP installed
- CD ROM for installation
pricing
- Single price solution – no hidden charges
- Postmaster supports unlimited number of Work Groups and postmaster Users
- Software upgrades included as part of normal maintenance and support – your investment is protected
- Purchase from either emiera or Q-Max
