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Panasonic DBS 576 Technical Manual

Section 521 built-in acd supervisor guide.
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DBS 576 Version 3.6
(ACD Version 4.0)
issued October 2000

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   Summary of Contents for Panasonic DBS 576

  • Page 1 DBS 576 Version 3.6 (ACD Version 4.0) issued October 2000...
  • Page 2 However, due to ongoing product improvements and revisions, Panasonic cannot guarantee the accuracy of printed material after the date of publication nor can it accept responsibility for errors or omissions. Panasonic will update and revise this document as needed.
  • Page 3: Table Of Contents

    Traffic Information... 28 Waiting Call ... 29 Agent Status ... 30 576-3.6-521 (ACD 4.0) DBS 576 (USA) issued October 2000 ... 1 ... 4 ... 15 ......15 .
  • Page 4 Index ... Index-1 DBS 576 (USA) issued October 2000 Built-In ACD Supervisor Guide ........44...
  • Page 5: General System Information

    (Management Information System) reports to be output to a printer or PC but not to the both simultaneously. The DBS 576 System configured for a maximum of 576 ports can support a maximum of two Built-In ACD systems. Note that a single-shelf (96-port) configuration can accommodate only one ACD system.
  • Page 6: Specifications

    Section 521 Specifications The following shows the major specifications of the Panasonic Built-In ACD system (maximum).: Table 1. Agent Group Agent IDs/system Number of Agents/system Supervisor IDs/system Voice port/system Music Port MIS Monitor Port Number of user guidance messages MIS Reports...
  • Page 7: Basic Service Flow

    • If there is a transferred incoming call (incoming call type either CO line or private line) during an extension line incoming call, this is considered as an ACD-targeted call. 576-3.6-521 (ACD 4.0) DBS 576 (USA) issued October 2000 Call Incoming ACD-targeted call? Note...
  • Page 8: Acd Call Handling Program

    4. The following screen appears. Press the soft key for desired CALL HANDLING PROGRAM 1 PROGRAM 2 PROGRAM 3 PROGRAM 4 CUSTOMIZE MENU select [CUSTOMIZE]. select [CALL HANDLING]. select [PROGRAM]. program number. DBS 576 (USA) issued October 2000 Built-In ACD Supervisor Guide 576-3.6-521 (ACD 4.0)
  • Page 9 PREV/FLASH: to previous line EDIT INSERT 576-3.6-521 (ACD 4.0) DBS 576 (USA) issued October 2000 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.
  • Page 10: Programming By Commands

    3, and transfer to another Agent is moved to after the end of the no answer timer. DBS 576 (USA) issued October 2000 Built-In ACD Supervisor Guide Description 576-3.6-521 (ACD 4.0)
  • Page 11: Edit (ff)

    Recorded Announcement Device • The caller hears MOH if the RAD port # is invalid or incorrect. • THE DBS 576 Built-in ACD must use different RAD ports than Easy Run Courier ACD. • RAD equipment will connect to AEC ports.
  • Page 12 The program line that was set is updated when the final parameter is set. The next line is moved to, and the screen in step 1 is redisplayed. programming at the END/DISC line. DBS 576 (USA) issued October 2000 Built-In ACD Supervisor Guide 576-3.6-521 (ACD 4.0)
  • Page 13: Insert (ff)

    TIME 1 to 600 sec. List 576-3.6-521 (ACD 4.0) DBS 576 (USA) issued October 2000 and press the HOLD key. Example: Press soft key 3 to select SEARCH. Example: Press key 1 to set group 1. Example: Press the 0, 1 and 0 keys to set the Search Timer to 10 seconds.
  • Page 14: Delete (ff)

    END/DISC line. key. Example: Line 01 is deleted. screen is redisplayed. When the specified line is deleted, each subsequent program line is shifted up. DBS 576 (USA) issued October 2000 Built-In ACD Supervisor Guide 576-3.6-521 (ACD 4.0)
  • Page 15: Transfer Destination Voice Number

    (1 to 4). Operation SUPERVISOR MENU 1. From [SUPERVISOR MENU] screen, press the soft key 3 or 8 to SYSTEM INFO MIS REPORT CUSTOMIZE 576-3.6-521 (ACD 4.0) DBS 576 (USA) issued October 2000 default END/DISC line is displayed. select [CUSTOMIZE]. Section 521...
  • Page 16 (max, 16 digits) using the 10-key pad, and press HOLD key to make setting. Each time the HOLD key is pressed, the setting changes: 4201 4202 4203 4204. or 10. DBS 576 (USA) issued October 2000 Built-In ACD Supervisor Guide 576-3.6-521 (ACD 4.0)
  • Page 17: Silent Monitor

    ON/OFF key. • Press the CONF key during the monitoring to initiate a three-way call. 576-3.6-521 (ACD 4.0) DBS 576 (USA) issued October 2000 Section 521 Result The Silent Monitor feature is active, and the extension is being monitored.
  • Page 18 • A supervisor cannot initiate Silent Monitoring on an extension when the extension is on a conference call. Definition None Press Silent Monitor key On-Hook or CONF DBS 576 (USA) issued October 2000 Built-In ACD Supervisor Guide Possible Operation 576-3.6-521 (ACD 4.0)
  • Page 19: Supervisor Features

    CUSTOMIZE DISP SYS INFO 4. For further operations, see desired section in this manual. 576-3.6-521 (ACD 4.0) DBS 576 (USA) issued October 2000 you cannot enter supervisor menu. Make sure to assign supervisor ID at installation. (Default: [No assignment]) screen.
  • Page 20: Displaying System Information

    Group 3 monitoring: Press the soft key 3 or 8 to select Agent Group 3. selection screen appears. Use soft keys to select a desired item. This figure shows the case where [AGENT GROUP 1] is selected. DBS 576 (USA) issued October 2000 Built-In ACD Supervisor Guide 576-3.6-521 (ACD 4.0)
  • Page 21: Common Operation For Supervisor Customization

    CALL HANDLING 3. For further operations, see desired section in this manual. 576-3.6-521 (ACD 4.0) DBS 576 (USA) issued October 2000 : Returns to Supervisor Top Menu. : Goes to the upper layer. : Validates data or goes to the next setting.
  • Page 22: Direct Incoming Call Setting

    3. The following screen appears. Press the soft key for desired block DIRECT INCOME BL 1ST LST 01 001 003 03 005 010 select [LINE REGIST.]. [DIRECT INCOME]. number. DBS 576 (USA) issued October 2000 Built-In ACD Supervisor Guide 576-3.6-521 (ACD 4.0)
  • Page 23 (BLOCK03) CUSTOMIZE MENU 9. To return to [CUSTOMIZE MENU] screen, press the soft key 5 576-3.6-521 (ACD 4.0) DBS 576 (USA) issued October 2000 pad. (The figure on left shows setting of block No. 03.) pad. or 10. Section 521...
  • Page 24: Transferring Incoming Call Setting

    3. The following screen appears. Press the soft key for desired block TRANSF. INCOME BL 1ST LST 01 001 003 03 005 010 select [LINE REGIST.]. [TRANSF. INCOME]. number. DBS 576 (USA) issued October 2000 Built-In ACD Supervisor Guide 576-3.6-521 (ACD 4.0)
  • Page 25 9. To return to [CUSTOMIZE MENU] screen, press the soft key 5 576-3.6-521 (ACD 4.0) DBS 576 (USA) issued October 2000 pad. (The figure on left shows setting of block No. 03.) Press HOLD key to store first line number.
  • Page 26: Changing Supervisor Ids And User Information Recording Id

    3. Press the soft key 5 or 10 to return to [CUSTOMIZE MENU] select [SYSTEM ID]. press HOLD key to make setting. Each time the HOLD key is pressed, the setting changes: 3101 3102 3201. screen. DBS 576 (USA) issued October 2000 Built-In ACD Supervisor Guide 576-3.6-521 (ACD 4.0)
  • Page 27: Registering Agent Ids

    1000 1001 1002 576-3.6-521 (ACD 4.0) DBS 576 (USA) issued October 2000 ID are set at installation. Otherwise, you cannot enter [SUPERVISOR MENU]. Ask your dealer if they are not assigned. without entering [SUPERVISOR MENU]. Ask your dealer if you forget.
  • Page 28 2. Same agent and supervisor IDs cannot be assigned. You will hear shows setting of Agent No.01.) To clear ID press CONF key. from procedure 4 for next agent if required. sound. “beep beep” sound. DBS 576 (USA) issued October 2000 Built-In ACD Supervisor Guide 576-3.6-521 (ACD 4.0)
  • Page 29: Confirming Agent Ids

    CUSTOMIZE MENU 4. To return to [CUSTOMIZE MENU] screen, press the soft key 5 576-3.6-521 (ACD 4.0) DBS 576 (USA) issued October 2000 [CONFIRMATION]. which follows each group is the number of agents in the group. Select the agent group whose agent IDs are to be confirmed, by using soft keys.
  • Page 30: Setting On Service Flow Details

    HOLD key to validate setting. Every time the HOLD key is pressed without set values specified, the next setting item is displayed. Press FL/R key to return to the previous setting. or 10. DBS 576 (USA) issued October 2000 Built-In ACD Supervisor Guide 576-3.6-521 (ACD 4.0)
  • Page 31: Supervisor Monitoring

    TRAFFIC INFO WAITING CALL AGENT STATUS 576-3.6-521 (ACD 4.0) DBS 576 (USA) issued October 2000 Group 1 monitoring: Press the soft key 1 or 6 to select [SYSTEM INFO (G1)]. Group 1. Group 2 monitoring: Press the soft key 2 or 7 to select Agent Group 2.
  • Page 32: Traffic Information

    : The longest time of a current incoming call via the ACD system is placed in wait status, not connected to an agent. The unit is in seconds. : The number of agents who are available. DBS 576 (USA) issued October 2000 Built-In ACD Supervisor Guide 576-3.6-521 (ACD 4.0)
  • Page 33: Waiting Call

    TRK column: CO Line numbers for calls currently in wait status. TIME column: Time of the call is placed in wait status. 576-3.6-521 (ACD 4.0) DBS 576 (USA) issued October 2000 [WAITING CALL]. screen. Press the PROG key to return to the [SUPERVISOR MENU] screen.
  • Page 34: Agent Status

    XXXX XXXXX 5. Press the AUTO KEY to return to the [SYSTEM INFO] screen. [AGENT STATUS]. Press the PROG key to return to the [SUPERVISOR MENU] screen. DBS 576 (USA) issued October 2000 Built-In ACD Supervisor Guide 576-3.6-521 (ACD 4.0)
  • Page 35: Mis Report Features

    2. If the date and time of the main unit is changed, MIS report will not be accurate. In this case, output MIS report in advance, and clear the data (See Other Features/Data Clear) 576-3.6-521 (ACD 4.0) DBS 576 (USA) issued October 2000 Section 521...
  • Page 36 The following report is tabulated: Number of per-code calls (tabulated on a daily/weekly basis for each group/ system) Percentage (IDLE Time=LOGIN Time-TALK Time) Percentage (IDLE=LOGIN-TALK) Percentage (IDLE=LOGIN-TALK) DBS 576 (USA) issued October 2000 Built-In ACD Supervisor Guide 576-3.6-521 (ACD 4.0)
  • Page 37 (1~64) DAILY WEEKLY Group HOURLY (1,or 2) DAILY WEEKLY System HOURLY DAILY WEEKLY 576-3.6-521 (ACD 4.0) DBS 576 (USA) issued October 2000 UNAVAIL TALK IDLE INCOMING ABLE TIME TIME CALLS TIME ! : Available to report Section 521 AVERAGE ANSWER...
  • Page 38: Mis Report Operation

    WORK UNIT OTHERS 2. Select a desired menu by using the soft keys from the above select [MIS REPORT]. [MIS REPORT MENU] screen appears. screen. DBS 576 (USA) issued October 2000 Built-In ACD Supervisor Guide ---- Code 20 576-3.6-521 (ACD 4.0)
  • Page 39 TRAFFIC INFORMATION INFORMATION WAITING CALL AGENT STATUS AGENT REPORT MIS REPORT GROUP REPORT GROUP1 GROUP2 SYSTEM REPORT 576-3.6-521 (ACD 4.0) DBS 576 (USA) issued October 2000 PERSONAL HOURLY (Agent ID DAILY code input) WEEKLY ALL AGENT HOURLY DAILY WEEKLY HOURLY...
  • Page 40: Output Of Mis Report Data

    MIS DATA CLEAR DIRECT INCOME TRANSF. INCOME REGISTRATION CONFIRMATION GROUP 1 GROUP 2 PROGRAM VM NUMBER [AGENT REPORT]. [PERSONAL]. DBS 576 (USA) issued October 2000 Built-In ACD Supervisor Guide DAILY WEEKLY DAILY WEEKLY DAILY WEEKLY OUTPUT QUIT PROGRAM 1 PROGRAM 2...
  • Page 41 FROM XX TO XX MIS REPORT MENU 576-3.6-521 (ACD 4.0) DBS 576 (USA) issued October 2000 Pressing the soft key 5 or 10 returns to [MIS REPORT MENU] screen (the same for the subsequent screens). target agent by using the 10-key pad.
  • Page 42 (The figure on left shows outputting of this week) [WEEKLY]. following screen appears while the output is in progress. To abort output, see the section [MIS data output abort], section, [Other Features] DBS 576 (USA) issued October 2000 Built-In ACD Supervisor Guide 576-3.6-521 (ACD 4.0)
  • Page 43: Group Report

    GROUP 2 GROUP 3 MIS REPORT MENU 576-3.6-521 (ACD 4.0) DBS 576 (USA) issued October 2000 [ALL AGENT]. [HOURLY], 2 or 7 to select [DAILY], 3 or 8 to select [WEEKLY]. Follow steps 5 and 6 of item B for [DAILY].
  • Page 44: System Report

    [HOURLY], 2 or 7 to select [DAILY], 3 or 8 to select [WEEKLY]. Follow steps 5 and 6 of item B for [DAILY]. Follow steps 5 of item C for [WEEKLY]. [WORK UNIT]. DBS 576 (USA) issued October 2000 Built-In ACD Supervisor Guide 576-3.6-521 (ACD 4.0)
  • Page 45 WEEKLY MIS REPORT MENU 576-3.6-521 (ACD 4.0) DBS 576 (USA) issued October 2000 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.
  • Page 46: Other Features (data Clear And Output Cancel)

    [MIS data output abort] of [Other Features]. [OTHERS]. [MIS DATA CLEAR]. keys. This starts data clear processing. Pressing the soft key 5 or 10 returns to [MIS REPORT MENU] screen. DBS 576 (USA) issued October 2000 Built-In ACD Supervisor Guide 576-3.6-521 (ACD 4.0)
  • Page 47 5. Once output is cancelled, the following screen appears. Pressing QUIT MIS REPORT MENU 576-3.6-521 (ACD 4.0) DBS 576 (USA) issued October 2000 [STATUS/CANCEL]. status on the Large Display (end of confirmation). To abort MIS data output, press the soft key 4 or 9 to select [QUIT]. The following screen assumes that daily report of Agent ID XXXX is being output.
  • Page 48: User Information Recording

    Even if your message are recorded, using Figure 5, user information numbers (1-6) must be selected for above program addresses. If they are not selected, initial messages will be sent. DBS 576 (USA) issued October 2000 Built-In ACD Supervisor Guide 576-3.6-521 (ACD 4.0)
  • Page 49 The message has been recorded “The message has been recorded.” 576-3.6-521 (ACD 4.0) DBS 576 (USA) issued October 2000 Call the extension number of the voice output port. “This is ACD user information recording service. Please enter the ACD answers password and press #”.
  • Page 50: Agent Features

    If the extension is already logged in, another agent cannot log in using his/her agent ID. The Current agent must log out once to log in again. DBS 576 (USA) issued October 2000 Built-In ACD Supervisor Guide 576-3.6-521 (ACD 4.0)
  • Page 51: Available/unavailable

    Unavailable status temporarily. This UNAVAILABLE excludes the telephone from candidates of ACD incoming calls. Pressing the key again returns the telephone into the Available status. This key’s LED illuminates in green for the Available status and red for the Unavailable status.
  • Page 52: Zip Tone

    1. Call Forwarding takes precedence over the Zip mode. Key Assignment Assign the following keys to the Flexible Function (FF) keys of each telephone (setting at installation work). You must not assign more or less than one LOGIN or AVAILABLE key to one telephone: • LOGIN (mandatory) •...
  • Page 53 ACD-2 Log-In/Out Key ACD-2 Work Unit Key ACD-2 Unavailable Key ACD Silent Monitor Key (two touch) 77 + desired extension (DBS 576 only) ACD Silent Monitor Key (one touch) 77 (DBS 576 only) Zip Tone Mode ON/OFF Key previous setting will be erased automatically.
  • Page 54 Built-In ACD Supervisor Guide Section 521 576-3.6-521 (ACD 4.0) DBS 576 (USA) issued October 2000...
  • Page 55: Index

    576-3.6-521 (ACD 4.0) Data Clear ... 42 DELETE (FF3) ... 10 Direct Incoming Call Setting ...18 EDIT (FF1) ... 7 Features Supervisor ... 15 Group Report ... 39 Information Recording User ... 44 DBS 576 (USA) issued October 2000 Index-1...
  • Page 56 Transferring Incoming Call Setting ...20 Unavailable ...47 User Information Recording ...44 User Information Recording ID Changing ... 22 Waiting Call ... 29 Work Unit Count ... 40, 47 Zip Tone... 48 DBS 576 (USA) issued October 2000 Built-in ACD Supervisor Guide 576-3.6-521 (ACD 4.0)

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