DATA SHEET
NBX®Call Center
Key Benefits
Enhanced call
management for
small businesses
and branch offices
Superior Value
The 3Com®NBX®Call Center offers an
end-to-end solution for small- to
medium-sized call centers, providing
the enhanced capabilities traditionally
associated with expensive, high-end
systems.
Easy To Use
The 3Com NBX Call Center is so radi-
cally simple to operate that almost
anyone can use it to perform manage-
ment tasks. Plus, it requires minimal
setup, eliminating the need for expen-
sive service calls.
Highly Scalable
The NBX Call Center scales to support
up to 100 queues, 25 agents, two
supervisors, one administrator, and
one database manager, enabling the
system to grow along with your
organization.
Advanced Reporting and Monitoring
An extensive suite of reporting and
monitoring tools lets you gather criti-
cal information about call activity,
enabling you to make key decisions to
improve performance and customer
service.
Converged Voice and Data
Communications
All voice calls and call center features
can be delivered over a single IP con-
nection, allowing your call agents to
benefit from the advanced features of
your 3Com NBX networked telephony
solution.
Now your busy communications cen-
ter can benefit from an advanced call
center solution traditionally found
only in large enterprises. The 3Com
NBX Call Center delivers it all—
sophisticated technology and rich
functionality to provide fast, reliable
call handling for the 3Com NBX 100
communications system and
SuperStack®3 NBX networked tele-
phony solution.
Ideal for small businesses, remote and
branch offices, company departments,
and remote/distributed call centers,
the NBX Call Center solution provides
scalable support for up to 25 agents,
two supervisors, one administrator,
and one database manager, plus
intelligent call distribution for up to
100 queues.
NBX®CALL CENTER
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Radically simple to use, the call
center’s graphical interface enables
real-time monitoring of agents, ports,
queues, and call status via five charts,
allowing you to manage calls on-the-
fly and make better business deci-
sions. You can easily identify
bottlenecks and other deficiencies
before they become a problem. As a
result, you’ll have complete supervi-
sion over your calls and agents.
With the NBX Call Center, you can
easily establish remote operations
anywhere, enabling your representa-
tives to receive calls from home or
branch offices. You simply connect
your IP NBX business phones to an IP
connection linked to your home
office, enabling remote operators to
use all the features of the NBX plat-
form—without sacrificing voice
quality or customer service.
Solution Components
This powerful 3Com solution requires
two essential components: The 3Com
NBX Call Center residing on a
Windows NT-based server and a
3Com NBX networked telephony
platform, including the NBX 100
communications system or SuperStack
3 NBX networked telephony solution.
Together, these components deliver
rich telephony and call management
A typical NBX Call Center and 3Com networked
telephony solution
capabilities that provide you with
unprecedented control over the way
you process phone calls.
Complete Set of Applications
The 3Com NBX Call Center provides a
full complement of software applica-
tions designed to help you meet the
demands of your busy call center,
making it an excellent value for small
businesses seeking the functionality
of a high-end system. Applications
for call processing, agent handling,
management, and Web-enabled
reporting feature user-friendly
interfaces that streamline the process
of distributing and answering calls.
NBX Call Center Administrator
The NBX Call Center administrator
provides the flexibility and ease of
use required to configure the call
center to match your business
requirements. A host of controls lets
you define systemwide settings for
queues, workgroups, and call-
forwarding functions. The adminis-
trator can also help you measure
system performance and diagnose
problems with the NBX Call Center
server.
SuperStack 3
Switch 3300
Router
ISDN/DSL
ISDN/DSL
SuperStack
®
II
Remote Access
System 1500
NBX
®
100
communications
system
NBX
Call Center
server
Call Center
Agents
Remote
Agents
Network
server
NBX business
phone
PSTN
WAN/
Internet
IP Wireless DSL
ISDNATM
Frame
NBX business
phone
Agent
desktop
NBX business
phone
Digital
Analog
Agent
desktop
NBX business
phone
Agent
desktop
NBX business
phone
Router
NBX®CALL CENTER
In addition, you can:
• Define escalation rules for requeu-
ing to reduce abandoned calls by
ensuring callers are transferred to a
higher queue or agent.
• Schedule greetings according to
time to ensure that callers hear your
announcements 24 hours a day.
• Schedule and generate reports to
help identify bottlenecks and
improve service.
NBX Call Center Supervisor
The NBX Call Center supervisor pro-
vides call center managers with a
comprehensive tool set, offering com-
plete control over call agents and
calls. You can monitor the status of
agents, queues, interaction types, and
ports in real time, as well as the num-
ber, length, and type of interactions
coming into the call center. In addi-
tion, you can:
• Prioritize queues to ensure that the
most important calls are handled
first.
• Quickly assign and reassign agents
to meet changing call center needs.
• Automatically alert supervisors of
potential problems, such as long
hold times that can frustrate callers.
Decision Maker System
Using the decision maker system
(DMS), your call center operations
manager can gather valuable informa-
tion about your customers and your
business. Accessed from any Web
browser, this intuitive, interactive
monitoring and reporting tool
informs you of the status of calls,
agents, and workgroups, providing
detailed overviews and analysis of
all activity. With the DMS, you’ll
make better decisions, manage staff
and resources more efficiently, and
provide a higher level of service
to customers. This powerful tool
lets you:
• Gain access to business-critical data
using reports of every step of the
customer interaction process.
• Improve call center performance by
determining bottlenecks that impact
call handling.
• Create competitive advantage by
evaluating cost and service levels, as
well as customer behavior patterns.
NBX Call Center Agent
When launched from the call agent’s
Windows-based PC desktop, the call
center agent enables phone attendants
to signal the call center supervisor
when they’re ready to take calls.
On-screen displays indicate the type
and duration of call, as well as the
number of callers in queue. The tool
bar also allows agents to perform a
variety of vital functions, including:
• Transferring
• Requeuing
• Conferencing
NBX Call Flow Designer
The NBX call flow designer provides
you with additional flexibility to con-
trol your call center. It allows you to
generate a custom Phone Interface
Language (PIL) script to physically
handle call routing patterns.
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3Com®NBX®Networked Telephony:
Robust Communications for Your
NBX Call Center
3Com®NBX®networked telephony platforms
deliver the robust communications at the heart
of your busy call center. These products,
including the NBX 100 communications system
and SuperStack®3 NBX networked telephony
solution, give small- to mid-sized companies
and branch offices access to feature-rich call
processing, toll-quality voice communications,
advanced availability features, and all the
benefits of an Ethernet LAN or Fast Ethernet
LAN in a single converged network.
By combining voice and data on a single
network infrastructure, these NBX platforms
eliminate the cost of installing two separate
systems—one for voice and one for data.
This offers greater scalability, simplifies adminis-
tration, and significantly reduces overall cost
of ownership.
Specifications
NBX®CALL CENTER
Languages Supported
English only
Port Connections
T1 via NBX T1/PRI trunk card; analog via NBX
analog terminal card
System Capacity
Supports up to 25 agents, 24 PIL (software) ports, 2
supervisors, 1 administrator, and 1 DBMS (Report)
user
Base System Requirements
NBX 100 communications system or the
SuperStack 3 NBX networked telephony solution
T1 card or ATC cards in a 1:1 port ratio
PSTN/WAN
Loop start analog line, T1 or E1 circuit, or BRI-ST
circuit required for PSTN connection; IP router
required for IP WAN connections
LAN/Telephony Protocol
10/100BASE-T
802.1p/Q
802.2
802.3 IP
IPTOS/DiffServ
H.323
TAPI
IMAP4
H.323
Management and Training
GUI-based management tools for the administrator,
supervisor, agent, and DBMS user; training avail-
able through the field organization and 3Com
University
Warranty
2-year limited warranty
Ordering Information NBX Call Center
Includes IBM server with interface card(s),
Windows NT, Sybase, PC Anywhere, and the NBX
Call Center basic package, which includes support
for eight PIL ports, 10 agents, one supervisor, one
administrator, and one report user. Includes user
guides.
8-port 3C10250
16-port 3C10251
24-port/T1 3C10252
NBX Call Center Agent License
Each license enables the addition of one agent.
A maximum of 15 agent licenses may be added,
up to a maximum number of 25 agents. 3C10257
NBX Call Center Supervisor License
License enables the addition of one supervisor to
support the call center maximum of two. 3C10256
NBX Call Center PIL License (4-port)
Each license enables the addition of four PIL ports.
Additional licenses can be added to support up to
24 ports. 3C10249
NBX Call Center Agent Guide 3C10258
NBX Call Center Supervisor Guide 3C10259
3Com Corporation, Corporate Headquarters, 5400 Bayfront Plaza, P.O. Box 58145, Santa Clara, CA 95052-8145
To learn more about 3Com solutions, visit www.3com.com. 3Com Corporation is publicly traded on Nasdaq under the
symbol COMS.
Copyright © 2001 3Com Corporation. All rights reserved. 3Com, NBX, and SuperStack are registered trademarks of 3Com
Corporation. The 3Com logo is a trademark of 3Com Corporation. Windows and Windows NT are registered trademarks
of Microsoft. All other company and product names may be trademarks of their respective companies. All specifications
are subject to change without notice.
Printed in the U.S.A. 400677-001 04/01
