Digital Communications Processor

Concerto Software offers comprehensive customer contact solutions that automate the full range of activities within a contact center. One of these essential components, the Digital Communications Processor (DCP), is the telecommunications digital switching system that functions as the telephony interface for our Concerto Software solutions. As the intelligent inbound/outbound telephony component of Concerto Software solutions, the DCP can transmit outgoing and receive incoming calls. This functionality enables you to execute highly targeted calling campaigns, increase the number of calls handled, and the quality of each contact managed through your center.

The DCP utilizes the latest telephony technologies available to create a powerful, flexible, easy-to-service and cost-effective tool that performs the following functions: Transmission of outgoing calls, including multi-frequency and multi-frequency compelled dialing Reception of incoming calls Call progress detection of outbound calls AMD (Answer Machine Detection) Transfer of calls Conferencing capabilities Call monitoring and coaching DCP functionality is made possible with the following hardware features: PC Style Enclosure Makes the unit easier to access and service. Small Unit Size With an approximate shelf size of 16" x 16" x 6," the DCP unit is footprint friendly. Table Top Design The relatively small size of the unit allows it to fit in standard 19-inch rack plates. 2nd Current Sharing Power Supply This feature is recommended if you wish to add redundancy in your data centers. Redundant power supplies with auto cutover are offered in the event of malfunction. Latest Digital Signal Processing and Telecommunications Technology Technology software enhancements ensure a long design life and make the DCP powerful, flexible, cost effective and easy to service. Standard RJ45 Connections for Network and Telephony These connections allow for a fast 100 MBIT Ethernet link to system servers and telephony trunks.

840 T1 / 1050 E1 Channel Support per Unit - The DCP is an all-digital box that provides for greater telephony capacity than previous generation telephony modules. The DCP offers you sophisticated capabilities to enhance your call handling and service. Outbound Dialing The primary job of the DCP is to place outbound calls, detect call results (call progress detection) and to handle all calls. The call handle options include: Passing the call to an agent Playing a message Dropping/ending the call Call Progress Detection The DCP supports the ability to detect the results of an outbound dial, including: Person answer Answer without voice detection Machine answer Fax/Modem detection Busy signal Reorder SIT tones Custom answering machine Mobile voicemail Inbound Call Processing As part of the Concerto Software Solutions, the DCP can handle inbound calls and route based upon defined business rules. The DCP can handle the inbound call directly from the Public Service Telephone Network (PSTN) or from a PBX/ACD.

Messaging The DCP has Digital Signal Processing functionality that allows it to play various messages to the end customer based upon your defined business rules. The DCP has 24 MB of message capacity per board and a fully configured DCP has up to 168 MB of message capacity. Note that in an EnsembleProTM environment the Gateway performs these functions. Transfers/Conferences The DCP supports the ability for agents to transfer/ conference calls to other agents, supervisors, or to external numbers. Hold Agents/supervisors can easily place calls on hold with the DCP. Coaching/Monitoring The processor enables supervisors to monitor (silent monitor), consult with and coach their agents without the customer hearing the supervisor speak. Caller ID Display (US Only) With the DCP you can download Caller IDs and choose which ID value you want displayed to call recipients. Note: Caller ID is only available on ISDN lines. With the DCP you receive leading-edge technology that will save you money and improve customer satisfaction. Answering Machine Detection Accuracy The DCP can provide AMD accuracy of up to 90%, depending upon the specific customer configuration and telephony environment. This ability helps you to maximize your agent resources and contact center dollars. International You have the ability to dial internationally with the assurance that the DCP works with the various international networks and accurately classify your calls.

Telezapper DCP signal monitoring algorithms easily overcome the Telezapper. Headset Adaptor The DCP supports the use of headsets utilizing the Concerto Software E1 headset adaptor.
Concerto Software, Inc. (NASDAQ: CRTO), is a proven and reliable provider of contact center solutions that help companies better manage customer interactions via voice, email, the Web and fax. With multiple strengths including financial stability, talented people, innovative technology, more than 20 years of industry expertise and a singular focus on the contact center Concerto Software is a trusted partner to more than 1,200 companies across the globe. Concerto Software is headquartered in Westford, Massachusetts, with operations across North America, Europe and Asia. For more information, visit www.concerto.com.
This paper is not intended to serve as a technical specification, but rather as a general description of the particular product feature described herein. Technical specifications as to this product feature may be found in the applicable End User Manual published by Concerto Software.

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