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Panasonic
Integrated Communication eXchange
Section 521
Built-In ACD
Technical Manual
Supervisor
Guide
S-ICX Version 5.0 (International)
(ACD Version 4.0)
Issued October 2000
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The contents of this manual are subject to change without notice and do not constitute a commitment on the part of Matsushita Communication Industrial Co. Ltd (MCI). Every effort has been made to ensure the accuracy of this document. However, due to ongoing product improvements and revisions, MCI cannot guarantee the accuracy of printed material after the date of publication, nor can it accept responsibility for errors or omissions. MCI will update and revise this document as needed. The so
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Contents General System Information.............................................................. 1 Configuration ................................................................................................................ 1 Specifications................................................................................................................ 2 Basic Service Flow ....................................................................................................... 3 ACD Call Handling
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MIS Report Operation............................................................................................ 35 User Information Recording ...................................................................................... 45 Agent Features............................................................................................. 48 Log-in / Log-out........................................................................................................... 48 Available/Unavailable .......
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Section 521 Built-In ACD Supervisor Guide General System Information Configuration The Built-In ACD System is a simple ACD system that is installed in the S-ICX System. The built-In ACD system is composed of the two circuit cards; the ACD card and the VPU/4 card. The system configuration is shown below. Using RS-232C port allows MIS (Management Information System) reports to be output to a printer or PC but not to the both simultaneously. The S-ICX System configured for a maximum of 96
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Built-In ACD Supervisor Guide Section 521 Specifications The following shows the major specifications of the Panasonic Built-In ACD system (maximum): Table 1: Maximums per ACD System Item ACD Version 3.0 Agent Group 3 Agent IDs/system 64 Number of Agents/ 32 system Supervisor IDs/sys- 6 tem Voice port/system 4 ports are shared Music Port 1 Music on Hold source on the CPC is used. MIS Monitor Port 1 (RS232C, 9600bps) Number of user 6 (Length of each message can vary, with a total of 96 guida
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Section 521 Built-In ACD Supervisor Guide 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, programming is performed automatically using default sample programs. Figure 2. Setting of the ACD-tar- Call Incoming geted call and ACD Call Handling Program num- No ber is performed by pro- ACD-targeted call? See gram setting 2101 to Note Yes 2124 and
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Built-In ACD Supervisor Guide Section 521 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 programs, see “Built-In ACD Reference Guide”. Selecting Program Processing You can select program processing by pressing the FF key. The following shows the procedure and flow of operations from the entry of program numbers to the selection of program proce
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Section 521 Built-In ACD Supervisor Guide 5. The List Mode screen is displayed. SEARCH 1,015,010 This screen displays the current setup status. 01:Select FFKey The program lines currently displayed at 1st LCD are the target of PLAY 2 processing. SEARCH 1,020,010 RET 02,010 The NEXT or HOLD keys move to the next line. PLAY 9 The PREV or FL/R keys return to the previous line. END/DISC 6. Press the FF key to determine processing on the currently displayed program line on the 1
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Built-In ACD Supervisor Guide Section 521 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 are used: Table 2: Com- No Parameter1 Parameter2 Parameter3 Description mand 1END/ End/Disconnect DISK Ends the ACD Call Handling Program at this line. When there is a call agent, ends by on-hook dis- connection of the agent that replied to the call. 2
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Section 521 Built-In ACD Supervisor Guide Com- No Parameter1 Parameter2 Parameter3 Description mand 6 RET Program Line Count Set- Return Number Set- ting 1 to 255 Repeats the program from the line number speci- ting 1 to 20 (times) fied in parameter 1 up to this line for the count (max. 20 (must be set) specified in parameter 2. lines) (must be set) For details on settings see, “Basic Service Flow” . Operation The following describes the operation in each of the processes. EDIT (FF1) This co
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Built-In ACD Supervisor Guide Section 521 3. Set parameter 2, and press the HOLD key. SEARCH 2,020 Example: Press keys 0, 1 and 5 to set the Search Timer to 15. 03:Search Timer AGENT SEARCH TIME 1 to 600 sec. List→ Example: 4. Set parameter 3, and press the HOLD key. SEARCH 2,015,010 Example: Enter three digits to set the No Ans Timer. 03:No Ans Timer The program line that was set is updated when the final parameter Enter The AGENT NO Ans Time. is set. The next line is moved to, and the scree
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Section 521 Built-In ACD Supervisor Guide INSERT (FF2) This command inserts a new line in the current setting of displayed program lines. Insertion can be repeated up to 19 lines. The following screen display shows an example of insertion and setting of the SEARCH command. 1. Press the soft keys 1, 2, 3, 6 or 7 for the commands to be set, and press the HOLD key. 01:Select Cmd. Example: Press soft key 3 to select SEARCH. FWD FWDVM PLAY RET SEARCH List→ 2. Set parameter 1, and press the HOLD ke
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Built-In ACD Supervisor Guide Section 521 5. Repeat steps 1 to 4 to set insertion of other program lines, and end programming at the END/DISC line. Note: If you press soft key 10 and select List at any of the above steps, the List Mode screen is redisplayed. The END/DISC line cannot be changed nor deleted. DELETE (FF3) This command deletes the current setting of displayed program lines. Deletion can be repeated up to 19 lines. The following screen display shows an example of deletion of l
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Section 521 Built-In ACD Supervisor Guide 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. Program Delete: DELETE(Program) To Delete Program Data, Press 0 and HOLD Key List→ 2. All of the program that was displayed is deleted, and only the END/DISK default END/DISC line is displayed. 01:Select FFKey Note: If you press soft key 10 and select List at any of the above steps, the List Mode screen is
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Built-In ACD Supervisor Guide Section 521 Transfer Destination Voice Number Outline Sets the voice mail extension line number and access code corresponding to the transfer destination voice mail number (1 to 4). Operation 1. From [SUPERVISOR MENU] screen, press the soft key 3 or 8 to SUPERVISOR MENU select [CUSTOMIZE]. SYSTEM INFO → MIS REPORT → CUSTOMIZE → 2. From [CUSTOMIZE MENU] screen, press the soft key 5 or 10 to CUSTOMIZE MENU select [CALL HANDLING]. LINE REGIST. → SYSTEM ID → AGENT ID
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Section 521 Built-In ACD Supervisor Guide 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 a large LCD telephone. 3) MIS report feature: Outputs agent management information. All of the above features are included in the supervisor menu. The following describes each of the features and the common operations. Common Supervisor Menu Operations Read
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Built-In ACD Supervisor Guide Section 521 Common Supervisor Customisation Operations 1) PROG KEY : Returns to Supervisor Top Menu. 2) MEMORY KEY : Goes to the upper layer. 3) HOLD KEY : Validates data or goes to the next setting. 4) FL/R KEY : Returns to the previous address number. 5) CONF KEY : Clears data. 6) REDIAL KEY : Displays the data before entering program parameter. 7) PREV/NEXT KEY: Scrolls screens if the address has more than one screen. Supervisor Customisation Each item can be
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Section 521 Built-In ACD Supervisor Guide Direct Incoming Call Setting Outline Exchange lines and AC15/E&M Tie 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 Handling Programs. Set the ACD Call Handling Program number to each block, and set the ACD service call processing method. Operation 1. From [CUSTOMIZE MENU] screen, press the soft key 1 or 6 to CUSTOMIZE MENU select [LINE REGIST.]. LINE REGIST.
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Built-In ACD Supervisor Guide Section 521 DIRECT INCOME BL 1ST LST PRG 21 22 23 24 4. Enter the first Exchange line or AC15/E&M Tie line number 2103:005 using the 10-key pad. (The figure on left shows setting of block No. 03.) DIRECT INCOME FIRST LINE NO (BLOCK03) CUSTOMIZE MENU → 5. Press HOLD key to store first line number. 6. Enter the last Exchange line or AC15/E&M Tie line number using 2103:010 the 10-key pad. DIRECT INCOME LAST LINE NO (BLOCK03) → CUSTOMIZE MENU 7. Press HOLD key to sto
