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Panasonic DBS 576 manual

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Table of contents for the manual

  • Page 1

    (ACD V ersion 4.0) DBS 576 V ersion 3.6 issued October 2000[...]

  • Page 2

    FCC W arning The contents of this document are subject to change without notice and do not constitute a commitment on the part of Panasonic T elecommunication Systems Company (P TSC). Every effort has been made to ensure the accur acy of this document. However , due to ongoing product improvements and revisions, Panasonic cannot guarantee the accur[...]

  • Page 3

    576-3 .6-521 (ACD 4. 0) DBS 576 (U S A ) issu ed O ctober 2000 iii Contents General System Information ............................................................. 1 Config uration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 Spec ifica tions . . . . . . . . . . . . . . . . . . . . . .[...]

  • Page 4

    Secti on 521 Built-I n A C D Su per v isor Guide iv DBS 57 6 (USA) i ssued Octo ber 2000 576-3 .6-521 (AC D 4.0) MIS Report F e atures . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31 MIS Report Outline ............................................................................................. 31 MIS Re[...]

  • Page 5

    Built -In ACD Superv isor Gu ide Section 521 576-3. 6- 52 1 (ACD 4.0) DBS 576 (USA ) is s ued 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 and the VPU/4 card. The system configura[...]

  • Page 6

    Secti on 521 Built-I n A C D Su per v isor Guide 2 DBS 57 6 (USA) i ssued Oct ober 2000 576-3 .6-521 (AC D 4.0) Specifications The following shows the major specifications of the Panasonic Built-In ACD system (maximum).: T able 1. Maximums per ACD System Agent Group 3 Agent IDs/system 64 Number of Agents/system 32 Supervisor IDs/system 6 V oice por[...]

  • Page 7

    Built -In ACD Superv isor Gu ide Section 521 576-3. 6- 52 1 (ACD 4.0) DBS 576 (USA ) is s ued 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, programming is performed automatically usi[...]

  • Page 8

    Secti on 521 Built-I n A C D Su per v isor Guide 4 DBS 57 6 (USA) i ssued Oct ober 2000 576-3 .6-521 (AC D 4.0) ACD Ca ll Handlin g 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 "Chapter 2. Programm[...]

  • Page 9

    Built -In ACD Superv isor Gu ide Section 521 576-3. 6- 52 1 (ACD 4.0) DBS 576 (USA ) is s ued October 2000 5 5. The List Mode screen is displayed. This screen displays the current setup status. The program lines currently displayed at 1st LCD are the target of processing. The NEXT or HOLD keys move to the next line. The PREV or FLASH keys return to[...]

  • Page 10

    Secti on 521 Built-I n A C D Su per v isor Guide 6 DBS 57 6 (USA) i ssued Oct ober 2000 576-3 .6-521 (AC D 4.0) Progra m mi ng by Com m an ds 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: T able 2. No Com- mand[...]

  • Page 11

    Built -In ACD Superv isor Gu ide Section 521 576-3. 6- 52 1 (ACD 4.0) DBS 576 (USA ) is s ued October 2000 7 Operati on The following describes operation in each of the processes. EDIT (FF1) This command resets the current setting of displayed program lines. Edit is repeated from the specified program line through to the currently registered final [...]

  • Page 12

    Secti on 521 Built-I n A C D Su per v isor Guide 8 DBS 57 6 (USA) i ssued Oct ober 2000 576-3 .6-521 (AC D 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 T imer to 15. Example: 4. Set parameter 3, and press[...]

  • Page 13

    Built -In ACD Superv isor Gu ide Section 521 576-3. 6- 52 1 (ACD 4.0) DBS 576 (USA ) is s ued October 2000 9 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 [...]

  • Page 14

    Secti on 521 Built-I n A C D Su per v isor Guide 10 DBS 57 6 (USA) i ssued Oct ober 2000 576-3 .6-521 (AC D 4.0) 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 a nd select List at any of the above steps, the List Mode screen is redisplayed. • The END/DIS[...]

  • Page 15

    Built -In ACD Superv isor Gu ide Section 521 576-3. 6- 52 1 (ACD 4.0) DBS 576 (USA ) is s ued October 2000 1 1 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 deleted, and only the default END/DISC line i[...]

  • Page 16

    Secti on 521 Built-I n A C D Su per v isor Guide 12 DBS 57 6 (USA) i ssued Oct ober 2000 576-3 .6-521 (AC D 4.0) 2. From [CUSTOMIZE MENU] screen, press the soft key 5 or 10 to select [CALL HANDLING]. 3. From [CALL HANDLING] screen, press the sof t key 2 or 7 to select [VM NUMBER]. 4. The 4201 setting screen appears. Enter the exte nsion number + ac[...]

  • Page 17

    Built -In ACD Superv isor Gu ide Section 521 576-3. 6- 52 1 (ACD 4.0) DBS 576 (USA ) is s ued October 2000 13 Silent Monitor V ersion 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, above. ) If necessary , the ACD supervisor[...]

  • Page 18

    Secti on 521 Built-I n A C D Su per v isor Guide 14 DBS 57 6 (USA) i ssued Oct ober 2000 576-3 .6-521 (AC D 4.0) Silent Monitor Color Definitions Noti ce • Be sure all phone that should NOT be allowed to monitor have a COS that restricts monitoring. For programming COS ( See Section 400 Pr ogramming manual on page 1-50. ) • Silent Monitor is al[...]

  • Page 19

    Built -In ACD Superv isor Gu ide Section 521 576-3. 6- 52 1 (ACD 4.0) DBS 576 (USA ) is s ued 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 sy stem status on a large LCD telephone. 3) MIS report fea[...]

  • Page 20

    Secti on 521 Built-I n A C D Su per v isor Guide 16 DBS 57 6 (USA) i ssued Oct ober 2000 576-3 .6-521 (AC D 4.0) Displa ying System Info rma tion Operati on 1. From [SUPER VISOR MENU] screen, press the soft key 5 or 10 to select [DISP SYS INFO]. 2. When the following screen appears, press the O N/OFF button or hang up the telephone. 3. Group 1 moni[...]

  • Page 21

    Built -In ACD Superv isor Gu ide Section 521 576-3. 6- 52 1 (ACD 4.0) DBS 576 (USA ) is s ued October 2000 17 Comm on Oper ation f or Supe rvisor Custo mizati on 1) PROG KEY : Returns to Supervisor T op Menu. 2) AUT O KEY : Goes to the upper layer . 3) HOLD KEY : V alidates data or goes to the next setting. 4) FLASH KEY : Returns to the previous ad[...]

  • Page 22

    Secti on 521 Built-I n A C D Su per v isor Guide 18 DBS 57 6 (USA) i ssued Oct ober 2000 576-3 .6-521 (AC D 4.0) Direct Inc om in g Ca ll Sett ing 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 Handling Programs. Set the ACD Call Hand[...]

  • Page 23

    Built -In ACD Superv isor Gu ide Section 521 576-3. 6- 52 1 (ACD 4.0) DBS 576 (USA ) is s ued October 2000 19 4. Enter the first CO line or private line number using the 10- key pad. (The figure on left shows setting of block No. 03.) 5. Press HOLD key to store first line number . 6. Enter the last CO line or private line number using the 10-k ey p[...]

  • Page 24

    Secti on 521 Built-I n A C D Su per v isor Guide 20 DBS 57 6 (USA) i ssued Oct ober 2000 576-3 .6-521 (AC D 4.0) T ransfe r ri ng Incomin g Call Sett ing 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 Call Handling Programs. Set the A[...]

  • Page 25

    Built -In ACD Superv isor Gu ide Section 521 576-3. 6- 52 1 (ACD 4.0) DBS 576 (USA ) is s ued October 2000 21 4. Enter the first CO line or private line number using the 10- key pad. (The figure on left shows setting of block No. 03.) 5. Press HOLD key to store first line number . 6. Enter the last CO line or private line number using the 10-k ey p[...]

  • Page 26

    Secti on 521 Built-I n A C D Su per v isor Guide 22 DBS 57 6 (USA) i ssued Oct ober 2000 576-3 .6-521 (AC D 4.0) Changi n g Supervisor I Ds an d User Informati on Recording ID Outline This procedure changes supervisor IDs and user information recording ID. Setting Program Address 3101: Change the ID of Supervisor 1. The ID must be 4 digits. The ini[...]

  • Page 27

    Built -In ACD Superv isor Gu ide Section 521 576-3. 6- 52 1 (ACD 4.0) DBS 576 (USA ) is s ued October 2000 23 Noti ce 1. Make certain the supervisor IDs and user inform ation recording ID are set at installation. Otherwise, you cannot enter [SUPER VISOR MENU]. Ask your dealer if they are not assigned. 2. Make sure to record the IDs because they c a[...]

  • Page 28

    Secti on 521 Built-I n A C D Su per v isor Guide 24 DBS 57 6 (USA) i ssued Oct ober 2000 576-3 .6-521 (AC D 4.0) 4. Enter 4-digit ID number using the 10-key pad. (The figure on left shows setting of Agent No.01.) T o clear ID press CONF key . 5. Press HOLD key to store ID number . 6. Enter the agent group number (1 or 2) using the 10-ke y pad. 7. P[...]

  • Page 29

    Built -In ACD Superv isor Gu ide Section 521 576-3. 6- 52 1 (ACD 4.0) DBS 576 (USA ) is s ued October 2000 25 Confirm in g Ag en t IDs Outline This procedure displays the ID numbers of agents which belong to each group. Operati on 1. From [AGENT ID] screen, press the soft key 3 or 8 to select [CONFIRMA TION]. 2. The screen for selecting group 1, 2 [...]

  • Page 30

    Secti on 521 Built-I n A C D Su per v isor Guide 26 DBS 57 6 (USA) i ssued Oct ober 2000 576-3 .6-521 (AC D 4.0) Setti ng on Serv ice Flow De tails Outline This procedure makes a variety of settings such as service flow setting, separately for agent group 1 and agent group 2. Operati on 1. From [CUST OMIZE MENU] screen, press the soft key 4 or 9 se[...]

  • Page 31

    Built -In ACD Superv isor Gu ide Section 521 576-3. 6- 52 1 (ACD 4.0) DBS 576 (USA ) is s ued October 2000 27 2: NEXT A V AILABLE 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 counted as busy time or busy status. Pr[...]

  • Page 32

    Secti on 521 Built-I n A C D Su per v isor Guide 28 DBS 57 6 (USA) i ssued Oct ober 2000 576-3 .6-521 (AC D 4.0) 4. Select desired menu. For further operations, see ne xt page. T raffic Information Operati on 1. From [SYSTEM INFO] screen, pr ess the soft key 1 or 6 to select [TRAFFIC INFO.]. 2. The following screen appears. 3. Press the AUTO key to[...]

  • Page 33

    Built -In ACD Superv isor Gu ide Section 521 576-3. 6- 52 1 (ACD 4.0) DBS 576 (USA ) is s ued October 2000 29 W aiting Call Operati on 1. From [SYSTEM INFO] screen, pr ess the soft key 2 or 7 to select [W AITING CALL]. 2. The following screen appears. 3. Press the NEXT key to scroll down/PREV key to scroll up the screen. 4. Press the AUTO key to re[...]

  • Page 34

    Secti on 521 Built-I n A C D Su per v isor Guide 30 DBS 57 6 (USA) i ssued Oct ober 2000 576-3 .6-521 (AC D 4.0) Agent Sta tus Operati on 1. From [SYSTEM INFO] screen, selec t the soft key 3 or 8 to select [AGENT ST A TUS]. 2. The following screen appears. 3. Press the NEXT key for additional information. 4. Press the NEXT key to scroll down, PREV [...]

  • Page 35

    Built -In ACD Superv isor Gu ide Section 521 576-3. 6- 52 1 (ACD 4.0) DBS 576 (USA ) is s ued October 2000 31 Screen ex planation A. First screen LOGIN AGENT : Number of agents that have logged in. A V AILABLE: Number of log-in agents in A V AILABLE status. BUSY(ACD CALL): Number of agents engaged in incoming calls via the ACD system. BUSY (NON-ACD[...]

  • Page 36

    Secti on 521 Built-I n A C D Su per v isor Guide 32 DBS 57 6 (USA) i ssued Oct ober 2000 576-3 .6-521 (AC D 4.0) 3. MIS report which includes pr esent time (for example 19:30), will be incomplete (report up to 19:00). 4. T wo supervisors cannot output the MIS report simultaneously . 5. The MIS report data ca nnot be cleared if another supervisor ha[...]

  • Page 37

    Built -In ACD Superv isor Gu ide Section 521 576-3. 6- 52 1 (ACD 4.0) DBS 576 (USA ) is s ued October 2000 33 MIS Functio n T abu lation 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 can be output on a daily basis. T[...]

  • Page 38

    Secti on 521 Built-I n A C D Su per v isor Guide 34 DBS 57 6 (USA) i ssued Oct ober 2000 576-3 .6-521 (AC D 4.0) The following shows the tabulation unit of WORK UNIT COUNT . T otal count per code is shown in the following tabulation unit: MIS Repor t Operat ion • Common O pe ration of MIS Repo rt MIS reports can be output by operations from the S[...]

  • Page 39

    Built -In ACD Superv isor Gu ide Section 521 576-3. 6- 52 1 (ACD 4.0) DBS 576 (USA ) is s ued October 2000 35 ACD Supervisor Mode Menu Flow Chart Figure 4. MAIN SUPER VISOR MENU SYST EM INFORMA TION MIS RE POR T AGEN T REPOR T PERSONAL WEEKL Y DAIL Y HOURL Y (INPUT ST AR T DA TE AND LAST DA T E ) ALL AGENT (Agent ID code input) TRAFFIC INFORMA TION[...]

  • Page 40

    Secti on 521 Built-I n A C D Su per v isor Guide 36 DBS 57 6 (USA) i ssued Oct ober 2000 576-3 .6-521 (AC D 4.0) • O utput of MIS Report Data The following explains the procedure for outputting each function. The procedures below are operations from [MIS REPOR T MENU] screen. Agen t Repo rt A. Hourly tabulation of each agent 1. From [MIS REPOR T][...]

  • Page 41

    Built -In ACD Superv isor Gu ide Section 521 576-3. 6- 52 1 (ACD 4.0) DBS 576 (USA ) is s ued October 2000 37 Pressing the soft key 5 or 10 returns to [MIS REPOR T MENU] screen (the same for the subsequent screens). 3. The following screen appears. Enter the 4-digit ID code of the target agent by using the 10 -key pad. 4. The following screen appea[...]

  • Page 42

    Secti on 521 Built-I n A C D Su per v isor Guide 38 DBS 57 6 (USA) i ssued Oct ober 2000 576-3 .6-521 (AC D 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 ke y 2 or 7 to Select [DAIL Y]. 5. The following screen appears. Press the soft key 1 or 6 for [THIS WEEK], [...]

  • Page 43

    Built -In ACD Superv isor Gu ide Section 521 576-3. 6- 52 1 (ACD 4.0) DBS 576 (USA ) is s ued 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 to select [ALL AGENT]. 3. The following[...]

  • Page 44

    Secti on 521 Built-I n A C D Su per v isor Guide 40 DBS 57 6 (USA) i ssued Oct ober 2000 576-3 .6-521 (AC D 4.0) 3. The following screen appears. Press the soft ke y 1 or 6 to select [HOURL Y], 2 or 7 to select [DAIL Y], 3 or 8 to select [WEEKL Y]. 4. Follow steps 5 and 6 of item A for [HOURL Y]. Follow steps 5 and 6 of item B for [DAIL Y]. Follow [...]

  • Page 45

    Built -In ACD Superv isor Gu ide Section 521 576-3. 6- 52 1 (ACD 4.0) DBS 576 (USA ) is s ued October 2000 41 2. The following screen appears. Press the soft key 1 , 2 or 3 , or 5 , 6 or 7 to select [GROUP1/GROUP2/SYSTEM]. GROUP1 represents Agent Group 1 and GROUP2 represents Agent Group 2. SYSTEM represents the total sum of Group 1 and Group 2. Th[...]

  • Page 46

    Secti on 521 Built-I n A C D Su per v isor Guide 42 DBS 57 6 (USA) i ssued Oct ober 2000 576-3 .6-521 (AC D 4.0) 4. Once the input data is validated, the data output starts. The following screen appears while the output is in progress. T o abort output, see the section [MIS data output abort] of [Other Features]. Other Fea tures (Dat a Clear a nd O[...]

  • Page 47

    Built -In ACD Superv isor Gu ide Section 521 576-3. 6- 52 1 (ACD 4.0) DBS 576 (USA ) is s ued October 2000 43 P . MIS data output confirmation/cancel * This feature confirms/cancels MIS data output. 1. Step 1 is the same as that for item O. 2. The following screen appears. Press the soft ke y 1 or 6 to select [ST A TUS/CANCEL]. 3. The following scr[...]

  • Page 48

    Secti on 521 Built-I n A C D Su per v isor Guide 44 DBS 57 6 (USA) i ssued Oct ober 2000 576-3 .6-521 (AC D 4.0) User Information Recording The following (Figure 5) shows the service flow for recording user information messages. V oice output ports of the ACD system can be directly accessed to register , confirm, change, or delete messages. The max[...]

  • Page 49

    Built -In ACD Superv isor Gu ide Section 521 576-3. 6- 52 1 (ACD 4.0) DBS 576 (USA ) is s ued October 2000 45 Figure 5. The me ssage has been recorded Call the extensio n number of the voice output port. ACD answer s “Incorrect password. Please hang up”. Password input Information number input Service code input Start re cordi ng information 1 [...]

  • Page 50

    Secti on 521 Built-I n A C D Su per v isor Guide 46 DBS 57 6 (USA) i ssued Oct ober 2000 576-3 .6-521 (AC D 4.0) Agent Features Log-in / Log-out Log-in proc ed ure 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 completion of log-in. Noti ce 1. LOGIN key [...]

  • Page 51

    Built -In ACD Superv isor Gu ide Section 521 576-3. 6- 52 1 (ACD 4.0) DBS 576 (USA ) is s ued October 2000 47 Available/Unavailable Pressing the UNA V AILABLE key from an idle terminal which is logged in places the extension in the Unavailable status temporarily . This UNA V AILABLE excludes the telephone from candidates of ACD incoming calls. Pres[...]

  • Page 52

    Secti on 521 Built-I n A C D Su per v isor Guide 48 DBS 57 6 (USA) i ssued Oct ober 2000 576-3 .6-521 (AC D 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, and goes off when the call is release[...]

  • Page 53

    Built- In ACD Supervisor G uide Se c ti on 521 576-3. 6- 52 1 (ACD 4.0) DBS 576 (USA ) is s ued 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. Noti ce 1. If an FF key selected in setting 2 is[...]

  • Page 54

    Built- In ACD Supervisor G uide Se c ti on 521 576-3. 6- 52 1 (ACD 4.0) DBS 576 (USA ) is s ued October 2000 50[...]

  • Page 55

    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 ID s Confirming ............................................[...]

  • Page 56

    Index Built-i n A CD S up ervisor Gui de Index-2 DBS 576 (USA) issued October 2000 576-3.6-521 (ACD 4.0) INSERT (FF2)............................................................... 9 K Key Assignment ..........................................................48 L Log-in / Log-out ..........................................................46 M MIS Rep[...]