A previous-generation operator position based on industry-standard personal computer customized with Nortel Networks components and interfaces to provide connectivity with IBM directory databases.
Nortel Networks' operator services system is based on the DMS TOPS switch.
The Class 5 switch system for Traffic Operator Position System (TOPS) enables the definition of up to 255 unique queues of calls to operators—and up to 255 unique profiles defining the responsibilities of operators and teams, that is, the queues from which they can draw calls.
Previously, only four queues were available, all straight-line models, forecasted with Erlang distribution algorithms and table look-ups.
The lookup tables were no longer capable of forecasting for this complex queueing environment.