Rockwell Switching Systems Inc the Downers Grove, Illinois-based unit which Rockwell International Corp was to have sold off until it changed its mind again (CI No 2,583) – has announced Release 5 of the software for its flagship Spectrum Automatic Call Distribution system. Chief among the enhancements is the ability for users to select from two Motorola Inc 68000 core processors, depending on whether their applications require processing speed (the 68040), or processing power (the 68060). Rockwell claims that with the latter processor, over 15 calls per second can be processed. Rockwell has also increased Spectrum’s agent capacity to 1,200 and the system capacity to 2,688 ports over three cabinets. Approval requirements for the Euro-ISD N standard have also now been satisfied, including protocol requirements such as Calling Party Number, Direct Dial Inward, and User-to-User signaling for ISDN overflow. Other features include what the company claims is the first integrated voice server technology, providing the ability to send personal announcements to all agents in the call center and to have calls answered with an appropriate greeting in the agent’s own voice. Multiple languages are also supported via the voice server, says Rockwell, which identifies the correct one from country-specific signaling. The company has also added enhanced call queuing (where calls can be directed to more than one agent or group to take individual agent skill levels into account); the ability for Spectrum to decide whether to hold calls or forward them to another location depending on how many of the agents are tied up; and enhanced reporting and monitoring. From June 1 Release 5 has been standard on the Spectrum. Existing contracted customers qualify for a free upgrade, and non-contracted customers can buy Release 5 for $15,000.
