Page 2 - FCC Warning; When using the ACD “Silent Monitor” feature in some states
FCC Warning The contents of this document are subject to change without notice and do not constitute a commitment on the part of Panasonic Telecommunication Systems Company (PTSC). Every effort has been made to ensure the accuracy of this document. However, due to ongoing product improvements and re...
Page 3 - Contents; General System Information
576-3.6-521 (ACD 4.0) DBS 576 (USA) issued October 2000 iii Contents General System Information ............................................................. 1 Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 Specifications . ....
Page 4 - MIS Report Outline; Agent Features
Section 521 Built-In ACD Supervisor Guide iv DBS 576 (USA) issued October 2000 576-3.6-521 (ACD 4.0) MIS Report Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31 MIS Report Outline ......................................................................
Page 5 - Configuration; Standard RS232C cables cannot be used for connection. Use the
Built-In ACD Supervisor Guide Section 521 576-3.6-521 (ACD 4.0) DBS 576 (USA) issued October 2000 1 General System Information Configuration The Built-In ACD System is a simple ACD system that installed in the DBS 576 System. The built-In ACD system is composed of the two circuit cards; the ACD card...
Page 6 - Specifications
Section 521 Built-In ACD Supervisor Guide 2 DBS 576 (USA) issued October 2000 576-3.6-521 (ACD 4.0) Specifications The following shows the major specifications of the Panasonic Built-In ACD system (maximum).: Table 1. Maximums per ACD System Agent Group 3 Agent IDs/system 64 Number of Agents/system ...
Page 7 - Basic Service Flow; The following chart shows the basic flow of ACD services.
Built-In ACD Supervisor Guide Section 521 576-3.6-521 (ACD 4.0) DBS 576 (USA) issued October 2000 3 Basic Service Flow The following chart shows the basic flow of ACD services. Commands can be used to set any call distribution operation in the ACD Call Handling Program. At initial start-up of ACD, p...
Page 8 - ACD Call Handling Program; Selecting Program Processing; Operation; soft
Section 521 Built-In ACD Supervisor Guide 4 DBS 576 (USA) issued October 2000 576-3.6-521 (ACD 4.0) ACD Call Handling Program Commands can be used to set any call distribution operation for each of the ACD Call Handling Program numbers (4101 to 4104). For details on the content of default sample pro...
Page 10 - Programming by Commands; The following table shows a list of commands that are used:
Section 521 Built-In ACD Supervisor Guide 6 DBS 576 (USA) issued October 2000 576-3.6-521 (ACD 4.0) Programming by Commands After you have determined the desired process by the FF key, you can customize any program using the six available commands. The following table shows a list of commands that a...
Page 12 - HOLD
Section 521 Built-In ACD Supervisor Guide 8 DBS 576 (USA) issued October 2000 576-3.6-521 (ACD 4.0) 2. Set parameter 1, and press the HOLD key. Example: Press key 2 to set group 2. Example: 3. Set parameter 2, and press the HOLD key. Example: Press keys 0 , 1 and 5 to set the Search Timer to 15. Exa...
Page 15 - Transfer Destination Voice Number; Outline
Built-In ACD Supervisor Guide Section 521 576-3.6-521 (ACD 4.0) DBS 576 (USA) issued October 2000 11 ALL DELETE (FF6) This command deletes all settings currently set to all lines in the currently displayed program. 1. Press key 0 , and the HOLD key. 2. All of the program that was displayed is delete...
Page 17 - Silent Monitor; Action
Built-In ACD Supervisor Guide Section 521 576-3.6-521 (ACD 4.0) DBS 576 (USA) issued October 2000 13 Silent Monitor Version 3.0 and higher The Silent Monitor feature allows an ACD supervisor to monitor a call between an ACD agent and a caller without the knowledge of either party. ( See CAUTION, abo...
Page 18 - Notice; See Section; FF Key Color
Section 521 Built-In ACD Supervisor Guide 14 DBS 576 (USA) issued October 2000 576-3.6-521 (ACD 4.0) Silent Monitor Color Definitions Notice • Be sure all phone that should NOT be allowed to monitor have a COS that restricts monitoring. For programming COS ( See Section 400 Programming manual on pag...
Page 19 - Supervisor Features; Common Operation of Supervisor Menu; Activating Supervisor Menu; FF
Built-In ACD Supervisor Guide Section 521 576-3.6-521 (ACD 4.0) DBS 576 (USA) issued October 2000 15 Supervisor Features Supervisor features are roughly divided into three groups: 1) Supervisor customization: Set for requested features of ACD. 2) Supervisor monitoring: Monitors ACD system status on ...
Page 20 - Displaying System Information
Section 521 Built-In ACD Supervisor Guide 16 DBS 576 (USA) issued October 2000 576-3.6-521 (ACD 4.0) Displaying System Information Operation 1. From [SUPERVISOR MENU] screen, press the soft key 5 or 10 to select [DISP SYS INFO]. 2. When the following screen appears, press the ON/OFF button or hang u...
Page 21 - Common Operation for Supervisor Customization; Supervisor Customization
Built-In ACD Supervisor Guide Section 521 576-3.6-521 (ACD 4.0) DBS 576 (USA) issued October 2000 17 Common Operation for Supervisor Customization 1) PROG KEY : Returns to Supervisor Top Menu. 2) AUTO KEY : Goes to the upper layer. 3) HOLD KEY : Validates data or goes to the next setting. 4) FLASH K...
Page 22 - Direct Incoming Call Setting
Section 521 Built-In ACD Supervisor Guide 18 DBS 576 (USA) issued October 2000 576-3.6-521 (ACD 4.0) Direct Incoming Call Setting Outline COs and private lines with direct incoming ACD calls to be processed the same are grouped together as a block. Each block is assigned one of four ACD Call Handlin...
Page 24 - Transferring Incoming Call Setting
Section 521 Built-In ACD Supervisor Guide 20 DBS 576 (USA) issued October 2000 576-3.6-521 (ACD 4.0) Transferring Incoming Call Setting Outline COs and private lines with transferred incoming ACD calls to be processed the same are grouped together as a block. Each block is assigned one of four ACD C...
Page 26 - Changing Supervisor IDs and User Information Recording ID
Section 521 Built-In ACD Supervisor Guide 22 DBS 576 (USA) issued October 2000 576-3.6-521 (ACD 4.0) Changing Supervisor IDs and User Information Recording ID Outline This procedure changes supervisor IDs and user information recording ID. Setting Program Address 3101: Change the ID of Supervisor 1....
Page 27 - Registering Agent IDs
Built-In ACD Supervisor Guide Section 521 576-3.6-521 (ACD 4.0) DBS 576 (USA) issued October 2000 23 Notice 1. Make certain the supervisor IDs and user information recording ID are set at installation. Otherwise, you cannot enter [SUPERVISOR MENU]. Ask your dealer if they are not assigned. 2. Make s...
Page 28 - CONF
Section 521 Built-In ACD Supervisor Guide 24 DBS 576 (USA) issued October 2000 576-3.6-521 (ACD 4.0) 4. Enter 4-digit ID number using the 10-key pad. (The figure on left shows setting of Agent No.01.)To clear ID press CONF key. 5. Press HOLD key to store ID number. 6. Enter the agent group number (1...
Page 29 - Confirming Agent IDs
Built-In ACD Supervisor Guide Section 521 576-3.6-521 (ACD 4.0) DBS 576 (USA) issued October 2000 25 Confirming Agent IDs Outline This procedure displays the ID numbers of agents which belong to each group. Operation 1. From [AGENT ID] screen, press the soft key 3 or 8 to select [CONFIRMATION]. 2. T...
Page 30 - Setting on Service Flow Details
Section 521 Built-In ACD Supervisor Guide 26 DBS 576 (USA) issued October 2000 576-3.6-521 (ACD 4.0) Setting on Service Flow Details Outline This procedure makes a variety of settings such as service flow setting, separately for agent group 1 and agent group 2. Operation 1. From [CUSTOMIZE MENU] scr...
Page 31 - Program Address 4201-4204: Transferring Voice Mail access number; Supervisor Monitoring
Built-In ACD Supervisor Guide Section 521 576-3.6-521 (ACD 4.0) DBS 576 (USA) issued October 2000 27 2: NEXT AVAILABLE FIRST setting. This mode selects the agent which is placed in idle status for the longest duration following the last talking status. Note: For both 1&2, only ACD calls will be ...
Page 32 - Traffic Information; Screen explanation
Section 521 Built-In ACD Supervisor Guide 28 DBS 576 (USA) issued October 2000 576-3.6-521 (ACD 4.0) 4. Select desired menu. For further operations, see next page. Traffic Information Operation 1. From [SYSTEM INFO] screen, press the soft key 1 or 6 to select [TRAFFIC INFO.]. 2. The following screen...
Page 33 - Waiting Call
Built-In ACD Supervisor Guide Section 521 576-3.6-521 (ACD 4.0) DBS 576 (USA) issued October 2000 29 Waiting Call Operation 1. From [SYSTEM INFO] screen, press the soft key 2 or 7 to select [WAITING CALL]. 2. The following screen appears. 3. Press the NEXT key to scroll down/PREV key to scroll up th...
Page 34 - Agent Status
Section 521 Built-In ACD Supervisor Guide 30 DBS 576 (USA) issued October 2000 576-3.6-521 (ACD 4.0) Agent Status Operation 1. From [SYSTEM INFO] screen, select the soft key 3 or 8 to select [AGENT STATUS]. 2. The following screen appears. 3. Press the NEXT key for additional information. 4. Press t...
Page 35 - B. Second and the subsequent screens; MIS Report Features; cabinet’s power switch status of past 14 days.
Built-In ACD Supervisor Guide Section 521 576-3.6-521 (ACD 4.0) DBS 576 (USA) issued October 2000 31 Screen explanation A. First screen LOGIN AGENT: Number of agents that have logged in.AVAILABLE: Number of log-in agents in AVAILABLE status.BUSY(ACD CALL): Number of agents engaged in incoming calls ...
Page 36 - Agent Activity
Section 521 Built-In ACD Supervisor Guide 32 DBS 576 (USA) issued October 2000 576-3.6-521 (ACD 4.0) 3. MIS report which includes present time (for example 19:30), will be incomplete (report up to 19:00). 4. Two supervisors cannot output the MIS report simultaneously. 5. The MIS report data cannot b...
Page 37 - MIS Function Tabulation Unit; MIS report is output in the following cycles:
Built-In ACD Supervisor Guide Section 521 576-3.6-521 (ACD 4.0) DBS 576 (USA) issued October 2000 33 MIS Function Tabulation Unit MIS report is output in the following cycles: • Hourly report: Specified date(s) can be output on an hourly (0-24) basis. • Daily report: Data for previous week/this week...
Page 38 - MIS Report Operation; • Common Operation of MIS Report
Section 521 Built-In ACD Supervisor Guide 34 DBS 576 (USA) issued October 2000 576-3.6-521 (ACD 4.0) The following shows the tabulation unit of WORK UNIT COUNT.Total count per code is shown in the following tabulation unit: MIS Report Operation • Common Operation of MIS Report MIS reports can be out...
Page 39 - ACD Supervisor Mode Menu Flow Chart
Built-In ACD Supervisor Guide Section 521 576-3.6-521 (ACD 4.0) DBS 576 (USA) issued October 2000 35 ACD Supervisor Mode Menu Flow Chart Figure 4. MAIN SUPERVISOR MENU SYSTEM INFORMATION MIS REPORT AGENT REPORT PERSONAL WEEKLY DAILY HOURLY (INPUT START DATE AND LAST DATE) ALL AGENT (Agent ID code in...
Page 40 - • Output of MIS Report Data; Agent Report; A. Hourly tabulation of each agent
Section 521 Built-In ACD Supervisor Guide 36 DBS 576 (USA) issued October 2000 576-3.6-521 (ACD 4.0) • Output of MIS Report Data The following explains the procedure for outputting each function. The procedures below are operations from [MIS REPORT MENU] screen. Agent Report A. Hourly tabulation of ...
Page 42 - B. Daily tabulation of each agent
Section 521 Built-In ACD Supervisor Guide 38 DBS 576 (USA) issued October 2000 576-3.6-521 (ACD 4.0) B. Daily tabulation of each agent Steps 1 to 3 are the same as those for item A. 4. The following screen appears. Press the soft key 2 or 7 to Select [DAILY]. 5. The following screen appears. Press t...
Page 43 - Group Report
Built-In ACD Supervisor Guide Section 521 576-3.6-521 (ACD 4.0) DBS 576 (USA) issued October 2000 39 D. Hourly tabulation of all agents E. Daily tabulation of all agents F. Weekly tabulation of all agents Step 1 is the same as that for items A. 2. From the following screen, press the soft key 2 or 7...
Page 44 - System Report; J. Hourly tabulation of system report; Work Unit Count; M. Daily tabulation of work unit count
Section 521 Built-In ACD Supervisor Guide 40 DBS 576 (USA) issued October 2000 576-3.6-521 (ACD 4.0) 3. The following screen appears. Press the soft key 1 or 6 to select [HOURLY], 2 or 7 to select [DAILY], 3 or 8 to select [WEEKLY]. 4. Follow steps 5 and 6 of item A for [HOURLY]. Follow steps 5 and ...
Page 46 - Other Features (Data Clear and Output Cancel)
Section 521 Built-In ACD Supervisor Guide 42 DBS 576 (USA) issued October 2000 576-3.6-521 (ACD 4.0) 4. Once the input data is validated, the data output starts. The following screen appears while the output is in progress. To abort output, see the section [MIS data output abort] of [Other Features]...
Page 48 - User Information Recording; Related program addresses are:
Section 521 Built-In ACD Supervisor Guide 44 DBS 576 (USA) issued October 2000 576-3.6-521 (ACD 4.0) User Information Recording The following (Figure 5) shows the service flow for recording user information messages. Voice output ports of the ACD system can be directly accessed to register, confirm,...
Page 50 - the; LOGIN; Entering an unregistered agent ID code displays an error. In this; LOGIN; key while the key LED is illuminated in green.
Section 521 Built-In ACD Supervisor Guide 46 DBS 576 (USA) issued October 2000 576-3.6-521 (ACD 4.0) Agent Features Log-in / Log-out Log-in procedure 1. Press the LOGIN key then, press the AGENT ID CODE. 2. The LED lights in green to notify completion of log-in. 3. Press ON/OFF key after the complet...
Page 51 - Available/Unavailable; UNAVAILABLE; UNAVAILABLE
Built-In ACD Supervisor Guide Section 521 576-3.6-521 (ACD 4.0) DBS 576 (USA) issued October 2000 47 Available/Unavailable Pressing the UNAVAILABLE key from an idle terminal which is logged in places the extension in the Unavailable status temporarily. This UNAVAILABLE excludes the telephone from ca...
Page 52 - Zip Tone; PROG; Key Assignment
Section 521 Built-In ACD Supervisor Guide 48 DBS 576 (USA) issued October 2000 576-3.6-521 (ACD 4.0) 2. When the call is placed on hold, the LED remains on. It goes off if another telephone retrieves the call placed on hold. If the same telephone retrieves the call placed on hold the LED remains on,...
Page 53 - Setting
Built-In ACD Supervisor Guide Section 521 576-3.6-521 (ACD 4.0) DBS 576 (USA) issued October 2000 49 Setting 1. Press the ON/OFF key and PROG key. 2. Select a vacant FF key. 3. Press REDIAL key. 4. Select to feature code to assign. 5. Press HOLD key to store. 6. Press ON/OFF key to end. Notice 1. If...
Page 55 - Index
576-3.6-521 (ACD 4.0) DBS 576 (USA) issued October 2000 Index-1 A ACD Call Handling Program ........................................4 Activating Supervisor Menu .......................................15 Agent Features ............................................................46 Agent IDs Confirmin...
