Table Of Contents - Panasonic KX-NCV200 Getting Started Manual

1. Product Overview......................................................................................................................... 3
1.1. What is ACD Report Server................................................................................................. 3
1.2. Components of ACD Report Server ................................................................................... 3
1.3. System Configuration.......................................................................................................... 4
1.4. User Benefits ........................................................................................................................ 4
2. Installation .................................................................................................................................... 5
2.1. ACD Report Client................................................................................................................ 5
2.1.1. Host Requirements........................................................................................................ 5
2.1.2. Installation Procedure................................................................................................... 6
2.2. ACD Report Server............................................................................................................... 9
2.2.1. Connecting the PBX to the LAN................................................................................... 9
2.2.2. Configuring the IP for Voice Processing System/ ACD Report Server.................... 9
2.2.3. Start the ACD Report server Client application ......................................................... 9
2.2.4. Connect the ACD Report Server to the PBX............................................................. 10
2.3. PBX Settings....................................................................................................................... 12
2.3.1. How to configure the CTI Link Card .......................................................................... 12
2.3.2. How to Configure ICD Groups ................................................................................... 12
2.3.3. How to Configure CO lines......................................................................................... 13
2.3.4. How to Configure Extension Lines............................................................................ 13
2.4. Voice Mail Settings............................................................................................................. 13
2.5. limitation for PDN/SDN feature ......................................................................................... 13
3. Utilization of Counters and Reports......................................................................................... 14
3.1. Customizing Counters....................................................................................................... 14
3.2. Creating Reports ................................................................................................................ 17
3.3. Other Useful Features........................................................................................................ 20
4. Guidelines for Operation........................................................................................................... 22
4.1. Client Connection to the Server ....................................................................................... 22
4.2. Database Backup ............................................................................................................... 22
4.2.1. Client Database Backup.............................................................................................. 22
4.2.2. Server Database Backup ............................................................................................ 22
5. Known Issues and Limitations ................................................................................................. 23
5.1. General ................................................................................................................................ 23
5.2. ACD Report Client Installation.......................................................................................... 23
5.3. Customer Data and Agents Data ...................................................................................... 23
5.4. ACD Monitor ....................................................................................................................... 23
5.5. Performance Graphs.......................................................................................................... 23
5.6. ACD Reports ....................................................................................................................... 24
5.7. Call Log ............................................................................................................................... 24
5.8. Agent Log............................................................................................................................ 24
5.9. Others.................................................................................................................................. 24
6. Frequently Asked Questions .................................................................................................... 26

Table of Contents