Built-In Acd - Panasonic DBS 576HD Technical Manual

BUILT-IN ACD

Panasonic's Built-In ACD offers low-cost, easy installation, programming, and operation of ACD
functionality. Some of the strong points of this product are:
One-vendor solution. There is only one place you have to call - Panasonic - to support and
service your ACD. Saves time and eliminates miscommunication.
Easy installation. This is a card-type product. All you have to do is insert the unit into the DBS
576HD cabinet, and enter a few program settings for it. You don't need to wire any cable or install
any awkward, extra equipment.
Simple operation. Agents can use our Large-LCD phones to handle calls efficiently. Agent
features can be performed simply by following the prompts displayed on the LCD.
Easy programming and flexibility. Use a Large-LCD phone to enter the DBS 576HD
programming mode, and go to one area of settings specifically for ACD. No special equipment or
complicated programming is required.
Powerful ACD functionality. Incoming calls can be routed to the first available agent, or
transferred to Voice Mail. Supervisors can instantly access the current status of all agents. MIS
reports can be generated.
The 576 ACD software can be designed to efficiently handle incoming calls to a group of phones,
especially when the entire group is busy. At this point, the caller will be directed to a recording
asking the caller to hold, then sent to a Music-On-Hold source until an agent becomes available.
These processing steps are totally flexible and can be changed easily by the supervisor at any
time. Utilizing the Large-Screen Display phone, the supervisor can edit the existing script and
change the routing. For example, perhaps the office is closed as a result of weather conditions.
At this point, the supervisor can edit the script and record a special greeting for incoming callers.
This type of quick programmability will greatly increase customer satisfaction.
Reporting. Of course, reports are crucial for the group's activities. These reports can give you
enough information to make intelligent staffing decisions. Unlike most of the competition, the
DBS 576HD ACD system comes complete with reporting capabilities standard! Choose from
individual agent activity by week, day, etc., or choose an entire group.
Silent Monitoring. ACD supervisors can monitor calls between ACD agents and callers without
the knowledge of either party.
Specifications for Built-In ACD:
• Maximum no. of ACD Units per System: 1
• Agent Groups per ACD Unit: 3
• Agent IDs per Group: 64
• Maximum Agent IDs per ACD Unit: 64
• Number of Agents Simultaneously Logged In: 32
• Supervisor IDs per ACD Unit: 6
• Voice Ports per Group: 4
• Voice Ports per ACD Unit: 4
• Music Ports: 1 (on main unit/external MOH source)
• MIS Monitor Ports: 1 (RS232C 9600bps)
• Guidance Length: 1-96 seconds (changeable)
• Number of Guidance Messages: 1-6 (changeable)
• Total Guidance Recording Length: 96 seconds for 6 messages
74 Chapter 5 - Special Applications