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Panasonic S-ICX Technical Manual

Section 521 built-in acd supervisor guide
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Panasonic
Integrated Communication eXchange
Technical Manual
Section 521
Built-In ACD
Supervisor
Guide
S-ICX Version 5.0 (International)
(ACD Version 4.0)
Issued October 2000

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Summary of Contents for Panasonic S-ICX

  • Page 1 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...
  • Page 2 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.

  • Page 3: Table Of Contents

    Confirming Agent IDs.................... 26 Setting Service Flow Details................. 26 Supervisor Monitoring....................28 Traffic Information....................29 Waiting Calls ......................30 Agent Status ......................30 MIS Report Features ....................32 MIS Report Outline ....................32 S-ICX-5.0-520 (ACD 4.0) S-ICX (International) issued October 2000...
  • Page 4 User Information Recording ..................45 Agent Features ..................... 48 Log-in / Log-out......................48 Available/Unavailable ....................49 Work Unit Count......................49 Wrap Feature ....................... 50 Zip Tone ........................51 Key Assignment......................51 Index ......................Index-1 S-ICX-5.0-520 (ACD 4.0) S-ICX (International) issued October 2000...

  • Page 5: General System Information

    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 ports can support one Built-In ACD system. Figure 1.

  • Page 6: Specifications

    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 Agent IDs/system Number of Agents/ system Supervisor IDs/sys-...

  • Page 7: Basic Service Flow

    • If there is a transferred incoming call (incoming call type either CO (Exchange) line or AC15/E&M Tie line) during an extension line incoming call, this is considered as an ACD-targeted call. S-ICX-5.0-521 (ACD 4.0) S-ICX (International) issued October 2000...

  • Page 8: Acd Call Handling Program

    PROGRAM VM NUMBER PLAY OPTION CUSTOMIZE MENU 4. The following screen appears. Press the soft key for desired program number. CALL HANDLING PROGRAM 1 PROGRAM 2 PROGRAM 3 PROGRAM 4 CUSTOMIZE MENU S-ICX (International) issued October 2000 S-ICX-5.0-521 (ACD 4.0)
  • Page 9 NEXT/HOLD: to next line PLAY 2nd LCD display PREV/FLR: to previous line SEARCH 1,020,010 “01: Select FF Key” 02,010 “01: Program line number” PLAY “Select FF Key: Operation Guide” END/DISC EDIT INSERT DELETE ALL DELETE S-ICX-5.0-521 (ACD 4.0) S-ICX (International) issued October 2000...

  • Page 10: Programming By Commands

    3, and transfer to another Agent is moved to after the end of the no answer timer. S-ICX (International) issued October 2000 S-ICX-5.0-521 (ACD 4.0)
  • Page 11 Example: Press soft key 3 to select SEARCH. FWDVM PLAY SEARCH List 2. Set parameter 1, and press the HOLD key. SEARCH 1 Example: Press key 2 to set group 2. 03:AGENT GRP. AGENT GROUP NUMBER (1-3) List S-ICX-5.0-521 (ACD 4.0) S-ICX (International) issued October 2000...
  • Page 12 2 is input, and the next line is moved to.) • 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. S-ICX (International) issued October 2000 S-ICX-5.0-521 (ACD 4.0)

  • Page 13: Insert (Ff)

    The program line that was set is updated when the final parameter No Answer Time. is set. The next line is moved to, and the screen in step 1 is 1 to 600 sec. redisplayed. List S-ICX-5.0-521 (ACD 4.0) S-ICX (International) issued October 2000...
  • Page 14 When the specified line is deleted, each subsequent program line SEARCH 1,020,010 is shifted up. 02,010 PLAY END/DISC Note: Note: If you press soft key 10 and select List at any of the above steps, the List Mode screen is redisplayed. S-ICX (International) issued October 2000 S-ICX-5.0-521 (ACD 4.0)
  • Page 15 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 redisplayed. S-ICX-5.0-521 (ACD 4.0) S-ICX (International) issued October 2000...

  • Page 16: Transfer Destination Voice Number

    HOLD key to make setting. Each time the HOLD key is pressed, VM NUMBER 1 the setting changes: 4201 4202 4203 4204. CUSTOMIZE MENU 5. To return to [CUSTOMIZE MENU] screen, press the soft key 5 or 10. S-ICX (International) issued October 2000 S-ICX-5.0-521 (ACD 4.0)

  • Page 17: Supervisor Features

    3. Select a desired menu by using the soft keys from the above SUPERVISOR MENU screen. SYSTEM INFO MIS REPORT CUSTOMIZE DISP SYS INFO 4. For further operations, see desired section in this manual. S-ICX-5.0-521 (ACD 4.0) S-ICX (International) issued October 2000...

  • Page 18: Common Supervisor Customisation Operations

    2. Select a desired menu by using the soft key from the [CUSTOMIZE MENU] screen. CUSTOMIZE MENU LINE REGIST. SYSTEM ID AGENT ID GROUP SETTING CALL HANDLING 3. For further operations, see desired section in this manual. S-ICX (International) issued October 2000 S-ICX-5.0-521 (ACD 4.0)

  • Page 19: Direct Incoming Call Setting

    DIRECT INCOME TRANSF. INCOME EXT. GROUP CUSTOMIZE MENU 3. The following screen appears. Press the soft key for desired block DIRECT INCOME number. BL 1ST LST 01 001 003 03 005 010 S-ICX-5.0-521 (ACD 4.0) S-ICX (International) issued October 2000...
  • Page 20 7. Press HOLD key to store last line number. 8. Enter the ACD Call Handling Program number. 2103:3 DIRECT INCOME PROGRAM NO (BLOCK03) CUSTOMIZE MENU 9. To return to [CUSTOMIZE MENU] screen, press the soft key 5 or 10. S-ICX (International) issued October 2000 S-ICX-5.0-521 (ACD 4.0)

  • Page 21: Transferring Incoming Call Setting

    DIRECT INCOME TRANSF. INCOME EXT. GROUP CUSTOMIZE MENU TRANSF. INCOME 3. The following screen appears. Press the soft key for desired block number. BL 1ST LST 01 001 003 03 005 010 S-ICX-5.0-521 (ACD 4.0) S-ICX (International) issued October 2000...
  • Page 22 7. Press HOLD key to store last line number. 8. Enter the ACD Call Handling Program number. 2203:3 TRANSF. INCOME PROGRAM NO (BLOCK03) CUSTOMIZE MENU 9. To return to [CUSTOMIZE MENU] screen, press the soft key 5 or 10. S-ICX (International) issued October 2000 S-ICX-5.0-521 (ACD 4.0)

  • Page 23: Did Call Setting

    DID ID 3. The following screen appears. Press the soft key for desired block number. NO DID ID 4. Use the NEXT and PREVIOUS keys to scroll through the list of block numbers. S-ICX-5.0-521 (ACD 4.0) S-ICX (International) issued October 2000...
  • Page 24 6. Press HOLD key to store DID ID number. 7. Enter the ACD Call Handling Program number. 2303: DID ID PROGRAM NO (1-4) CUSTOMIZE MENU 8. To return to [CUSTOMIZE MENU] screen, press the soft key 5 or 10. S-ICX (International) issued October 2000 S-ICX-5.0-521 (ACD 4.0)

  • Page 25: Ext. Group Call Setting

    GP 1ST LST 4. Enter the first incoming ACD port using the 10-key pad. 2401: EXT. GROUP FIRST LINE NO (01-20) (GROUP 1) CUSTOMIZE MENU 5. Press HOLD key to store first line number. S-ICX-5.0-521 (ACD 4.0) S-ICX (International) issued October 2000...
  • Page 26 7. Press HOLD key to store last line number. 8. Enter the ACD Call Handling Program number. 2401: EXT. GROUP PROGRAM NO (1-4) (GROUP1) CUSTOMIZE MENU 9. To return to [CUSTOMIZE MENU] screen, press the soft key 5 or 10. S-ICX (International) issued October 2000 S-ICX-5.0-521 (ACD 4.0)

  • Page 27: Changing Supervisor Ids And User Information Recording Id

    3. Press the soft key 5 or 10 to return to [CUSTOMIZE MENU] screen. Notice 1. Make certain the supervisor IDs and user information recording ID are set at installation. Otherwise, you cannot enter [SUPERVISOR MENU]. Ask your dealer if they are not assigned. S-ICX-5.0-521 (ACD 4.0) S-ICX (International) issued October 2000...

  • Page 28: Setting Agent Ids

    2. From [AGENT ID] screen, press the soft key 1 or 6 to select AGENT ID [REGISTRATION]. REGISTRAION CONFIRMATION CUSTOMIZE MENU 3. The following screen appears. Press the soft key for desired agent number. S-ICX (International) issued October 2000 S-ICX-5.0-521 (ACD 4.0)
  • Page 29 9. To return to the CUSTOMIZE MENU, press the soft key 5 or 10. Notice 1. Same agent IDs cannot be assigned. You will hear “beep beep” sound. 2. Same agent and supervisor IDs cannot be assigned. You will hear “beep beep” sound. S-ICX-5.0-521 (ACD 4.0) S-ICX (International) issued October 2000...

  • Page 30: Confirming Agent Ids

    4. To return to [CUSTOMIZE MENU] screen, press the soft key 5 or 10. Setting Service Flow Details Outline This procedure makes a variety of settings such as service flow setting, separately for agent group 1, agent group 2, and agent group 3. S-ICX (International) issued October 2000 S-ICX-5.0-521 (ACD 4.0)
  • Page 31 Note: For both 1&2, only ACD calls will be counted as busy time or busy status. Program Address 4101-4104: ACD Call Handling Program Commands are used to set any call distribution operation to ACD Call Handling Program numbers (4101 to 4104). S-ICX-5.0-521 (ACD 4.0) S-ICX (International) issued October 2000...

  • Page 32: Supervisor Monitoring

    Use soft keys to select a desired item. AGENT GROUP 1 This figure shows the case where [AGENT GROUP 1] is TRAFFIC INFO selected. WAITING CALL AGENT STATUS 4. Select desired menu. For further operations, see next page. S-ICX (International) issued October 2000 S-ICX-5.0-521 (ACD 4.0)

  • Page 33: Traffic Information

    The unit is in seconds. LOGIN AGENT : The number of current log in agents. AVAILABLE : The number of agents who are available. S-ICX-5.0-521 (ACD 4.0) S-ICX (International) issued October 2000...

  • Page 34: Waiting Calls

    TIME column: Time of the call is placed in wait status. Agent Status Operation 1. From [SYSTEM INFO] screen, select the soft key 3 or 8 to select SYSTEM INFO [AGENT STATUS]. AGENT GROUP 1 TRAFFIC INFO WAITING CALL AGENT STATUS S-ICX (International) issued October 2000 S-ICX-5.0-521 (ACD 4.0)
  • Page 35 BUSY(ACD CALL): Number of agents engaged in incoming calls via the ACD system. BUSY (NON-ACD): Number of agents engaged in calls other than the above BUSY (ACD CALL) calls. IDLE AGENT: Number of agents ready to answer incoming calls. S-ICX-5.0-521 (ACD 4.0) S-ICX (International) issued October 2000...

  • Page 36: Mis Report Features

    6. Two supervisors cannot enter the MIS REPORT MENU and CUSTOMIZE MENU simultaneously. 7. The definition of an ACD talk time is a time span from a call picked up to an end of a conversation or transferring to another extension. S-ICX (International) issued October 2000 S-ICX-5.0-521 (ACD 4.0)
  • Page 37 Data for previous week/this week can be output on a daily basis. The oldest available data is Monday of previous week. • Weekly report: Data for both previous and this weeks are output on a weekly basis. S-ICX-5.0-521 (ACD 4.0) S-ICX (International) issued October 2000...
  • Page 38 Total count per code is shown in the following tabulation unit: Table 4: Unit Code 1 Code 2 Code 3 ---- Code 20 Group 1 DAILY WEEKLY Group 2 DAILY WEEKLY Group 3 DAILY WEEKLY System DAILY WEEKLY S-ICX (International) issued October 2000 S-ICX-5.0-521 (ACD 4.0)

  • Page 39: Mis Report Operation

    [MIS REPORT MENU] screen appears. SYSTEM INFO MIS REPORT CUSTOMIZE MIS REPORT MENU AGENT REPORT GROUP REPORT SYSTEM REPORT WORK UNIT OTHERS 2. Select a desired menu by using the soft keys from the above screen. S-ICX-5.0-521 (ACD 4.0) S-ICX (International) issued October 2000...
  • Page 40 THIS WEEK LAST WEEK WEEKLY HOURLY (INPUT START DATE SYSTEM REPORT AND LAST DATE) DAILY THIS WEEK LAST WEEK WEEKLY INCOMING ABANDONED CALLS SYSTEM WEEKLY WORK UNIT COUNT DAILY GROUP1 WEEKLY DAILY S-ICX (International) issued October 2000 S-ICX-5.0-521 (ACD 4.0)
  • Page 41 EXT. GROUP DID ID20 SYSTEM ID AGENT ID REGISTRATION CONFIRMATION GROUP 1 GROUP SETTING GROUP 2 GROUP 3 CALL HANDLING PROGRAM PROGRAM 1 PROGRAM 2 PROGRAM 3 PROGRAM 4 VM NUMBER PLAY OPTION S-ICX-5.0-521 (ACD 4.0) S-ICX (International) issued October 2000...

  • Page 42: Output Of Mis Report Data

    April 25 and ending HOLD KEY with May 2, Enter 25 as the starting date, 2 as the ending date. For MIS REPORT MENU 1 through 9, 01 through 09 can be entered instead. S-ICX (International) issued October 2000 S-ICX-5.0-521 (ACD 4.0)
  • Page 43 To abort output, see the [MIS data output abort] section, [Other Features]. AGENT ID:XXXX (The figure on left shows outputting of this week) DAILY REPORT THIS WEEK MIS REPORT MENU S-ICX-5.0-521 (ACD 4.0) S-ICX (International) issued October 2000...
  • Page 44 MIS REPORT MENU 4. Follow steps 5 and 6 of item A for [HOURLY]. Follow steps 5 and 6 of item B for [DAILY]. Follow steps 5 of item C for [WEEKLY]. S-ICX (International) issued October 2000 S-ICX-5.0-521 (ACD 4.0)

  • Page 45: Group Report

    MIS REPORT MENU 4. Follow steps 5 and 6 of item A for [HOURLY]. Follow steps 5 and 6 of item B for [DAILY]. Follow steps 5 of item C for [WEEKLY]. S-ICX-5.0-521 (ACD 4.0) S-ICX (International) issued October 2000...

  • Page 46: System Report

    Group 1, Group 2, and Group 3. The GROUP 3 following procedure assumes that Group 1 is selected (the SYSTEM MIS REPORT MENU operation is the same if another option is selected). S-ICX-5.0-521 (ACD 4.0) S-ICX (International) issued October 2000...
  • Page 47 To abort AGENT GROUP 1 output, see the section [MIS data output abort] of [Other WORK UNIT COUNT Features]. WEEKLY REPORT MIS REPORT MENU S-ICX-5.0-521 (ACD 4.0) S-ICX (International) issued October 2000...

  • Page 48: Other Features (Data Clear And Output Cancel)

    MIS REPORT MENU 4. Once data clear is completed, the following screen appears. MIS DATA CLEARED Pressing the soft key 5 or 10 returns to [MIS REPORT MENU] screen. MIS REPORT MENU S-ICX (International) issued October 2000 S-ICX-5.0-521 (ACD 4.0)

  • Page 49: User Information Recording

    Voice output ports of the ACD system can be directly accessed to register, confirm, change, or delete messages. The maximum recording length of each service information message is 14 seconds. S-ICX-5.0-521 (ACD 4.0) S-ICX (International) issued October 2000...
  • Page 50 4301 : Message Play Option Notice 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. S-ICX (International) issued October 2000 S-ICX-5.0-521 (ACD 4.0)
  • Page 51 7 # or recording, time-out. press 7 and #. “The message Message The message has been play back has been deleted. deleted.” The message has been recorded “The message has been recorded.” ¨ S-ICX-5.0-521 (ACD 4.0) S-ICX (International) issued October 2000...

  • Page 52: Agent Features

    Log-out procedure 1. Press the LOGIN key while the key LED is illuminated in green. 2. The key LED goes off to notify the completion of log-out. 3. Press ON/OFF key. S-ICX (International) issued October 2000 S-ICX-5.0-521 (ACD 4.0)

  • Page 53: Available/Unavailable

    LED and deletes code. The number of codes per call is not restricted (multiple count is allowed). Notice 1. The Work Unit Count key is effective only from an agent telephone and while the telephone is engaged in an ACD call. S-ICX-5.0-521 (ACD 4.0) S-ICX (International) issued October 2000...

  • Page 54: Wrap Feature

    60:60 secs 1-600 = 1 to 600 secs Notice 1. Wrap time is included an agent’s talk time for the MIS reports. 2. Only one Wrap Key is available for each extension. S-ICX (International) issued October 2000 S-ICX-5.0-521 (ACD 4.0)

  • Page 55: Zip Tone

    1 LOGIN or AVAILABLE key to one telephone: • LOGIN (mandatory) • UNAVAILABLE (mandatory) • WORK UNIT COUNT (01-20: optional) • WRAP KEY (optional) Setting 1. Press the ON/OFF key and PROG key. 2. Select a vacant FF key. S-ICX-5.0-521 (ACD 4.0) S-ICX (International) issued October 2000...
  • Page 56 2. To confirm an FF key assignment, press ON/OFF-CONF-FF key. 3. To delete an FF key assignment, skip procedures three and four of setting procedure. S-ICX (International) issued October 2000 S-ICX-5.0-521 (ACD 4.0)

  • Page 57: Index

    Commands Programming ............6 Applications Applications Common Operation for Supervisor Customisation ..14 Confirming Agent IDs..........26 Customisation Maintenance Maintenance Supervisor............... 14 Appendix A Appendix A Appendix B Appendix B S-ICX-5.0-521 (ACD 4.0) S-ICX (International) issued October 2000 Index-1 Index...
  • Page 58 Waiting Calls .............. 30 Maintenance Maintenance Report Features ............32 Work Unit Count ..........42, 49 Report Operation Wrap-up MIS................35 Wrap Feature............50 Appendix A Appendix A Appendix B Appendix B Index-2 S-ICX (International) issued October 2000 S-ICX-5.0-521 (ACD 4.0) Index...
  • Page 59 System System Configuration Configuration System System Trunks Trunks Extensions Extensions FF-/Soft Keys FF-/Soft Keys Groups Groups TRS/ARS TRS/ARS Applications Applications Maintenance Maintenance Appendix A Appendix A Appendix B Appendix B S-ICX-5.0-521 (ACD 4.0) S-ICX (International) issued October 2000 Index-3 Index...

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