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Panasonic DBS-576 Reference Manual

Section 525 automatic call distribution (acd), management information systems (mis).
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Panasonic
a
Reference Manual
Automatic Call Distribution (ACD)
Management Information Systems (MIS)
(Also supports DBS 576HD)
Section 525
ACD/MIS
DBS 576 - Version 5.0
issued September 2001
ACD/MIS Version 2.52
Issued July 2001

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   Summary of Contents for Panasonic DBS-576

  • Page 1 Panasonic (Also supports DBS 576HD) Reference Manual Section 525 Automatic Call Distribution (ACD) ACD/MIS Management Information Systems (MIS) DBS 576 - Version 5.0 issued September 2001 ACD/MIS Version 2.52 Issued July 2001...
  • Page 2 Symantec Corporation Windows, Windows NT Workstation, Windows NT Server, and Access 97 are trademarks of Microsoft Corporation. Seagate Crystal Reports is a trademark of Seagate Corporation. Panasonic is a registered trademark of Matsushita Communications Industrial Corp. of America.
  • Page 3: Table Of Contents

    Table of Contents Overview ACD & Management Information System OV-1 ............MIS Server Application OV-3 .................... ACD Viewer OV-3 ......................Report Manager OV-3 ......................Agent View OV-3 ....................... Wallboards OV-4 ........................ ACD Configuration Options OV-4 ..................How ACD Can Benefit Customers OV-5 ................
  • Page 4 Section 525 - ACD/MIS Reference MIS Server ........................Chapter 3. Installation Installation Overview ....................Before You Begin ..................... Overview of Steps ..................... Preparing the Windows NT Host PC ..............Verifying Windows NT Network Settings ..............Setting Up User Profiles on the Windows NT Host PC ..........
  • Page 5 Section 525 - ACD/MIS Reference Agent View ....................... Wallboards ........................ Chapter 5. ACD Viewer Overview ........................Information Displayed ....................Main View ........................ Alarms ........................Group Detail View ....................Remote Access ......................Chapter 6. Report Manager Overview ........................Agent Call Summary Report ..................
  • Page 6 Section 525 - ACD/MIS Reference Information Displayed ....................Priority Text Messages ....................Delimiter Messages ....................Chapter 9. Exporting Report Data Seagate Crystal Reports .................... Microsoft Access ......................Chapter 10. Troubleshooting ACD Viewer Error Messages 10-1 ..................TOC-6 DBS 576/HD issued September 2001 576/HD-50-525...
  • Page 7: Overview

    Center workload (incoming calls) and resources (ACD Agents). Historical reports provide essential information used to evaluate trends, performance, and results. Figure 1 depicts the DBS576/HD Automatic Call Distribution (ACD) & Management Information System (MIS). 576/HD-50-525 DBS 576/HD issued September 2001...
  • Page 8 Overview Section 525 - ACD/MIS Reference Figure 1. DBS576/HD ACD & MIS ACD Viewer is a client that runs on the Supervisors PC. ACD Viewer runs on MS Windows 95, Windows 98, or Windows NT. Agent View is a client that runs on individual Agent PC’s.
  • Page 9: Mis Server Application

    Section 525 - ACD/MIS Reference Overview MIS Server Application The MIS Sever application has 3 general functions. First, it is responsible for maintaining communications with the phone system. Secondly, it receives and organizes real-time data that is broadcast via TCP\IP to ACD Viewer and Agent View clients.
  • Page 10: Wallboards

    ACD Configuration Options Panasonic offers several configuration choices depending on your ACD requirements. For example, the Standard ACD package consists of two (2) cards installed directly into the DBS 576 or HD cabinet and provides a host of basic ACD functionality to distribute and report incoming call traffic (Figure 1).
  • Page 11: How Acd Can Benefit Customers

    Section 525 - ACD/MIS Reference Overview Figure 2. Standard ACD Package DBS 576 C PC FS11 FS12 Power Supply Unit Persona l C omputer MIS Report Output (RS-232C C a bles) Printer (RS-232C -type) How ACD Can Benefit Customers Among the many benefits that ACD can provide to users, nothing compares to the overall increase in Customer Satisfaction that can be gained using this tool.
  • Page 12: Major Acd Functions

    Short & Long term reports for statistical data analysis • Immediate response to long delays Additional Benefits of Panasonic's ACD One Vendor Solution - The advantages to utilizing this single vendor solution are many. Most importantly, the support for the system can be obtained through one phone call, as well as maintenance and ongoing changes for your call center.
  • Page 13 Section 525 - ACD/MIS Reference Overview time each agent has been busy, and routes the call to the agent who has been busy the least amount of time. • Longest Idle Distribution - The software analyzes the agent group to determine which agent has been idle for the longest period of time, and routes the call to that agent.
  • Page 14 Overview Section 525 - ACD/MIS Reference In addition, the supervisor can customize this PC application to provide alarm thresholds. If a threshold has been exceeded for example, the color of that data can be changed for a visual indication. If the supervisor desires an audible alarm under these conditions, that can be programmed as well.
  • Page 15: Agent Features

    Section 525 - ACD/MIS Reference Overview Agent Features For the Agent, the Panasonic ACD system provides simple agent functionality to ensure that external calls are being handled in the most efficient way. Log-in/Log-out An available Feature Function key on an Agents phone can be programmed as a Log-in/Log-out key.
  • Page 16 Overview Section 525 - ACD/MIS Reference Agent up to 600 seconds to write notes, enter data, or perform any function that is needed after calls are completed. Wrap mode is beneficial in that it does not require the Agent to have to log out of the group, or make them unavailable.
  • Page 17: Supervisor Features

    ACD Package. The supervisors of course, are an integral part of maintaining an effective call center. The Panasonic ACD provides the Supervisor with the following tools for efficient call control and Management. Silent Monitor There may be several instances where a Supervisor might need to enter an Agent's conversation.
  • Page 18 Overview Section 525 - ACD/MIS Reference Figure 4. Typical Traffic Information SUPERVISOR MENU → SYSTEM INFO → MIS REPORT → CUSTOMIZE → DISP SYS INFO SYSTEM INFO MENU → AGENT GROUP 1 → AGENT GROUP 2 → AGENT GROUP 3 →...
  • Page 19 Supervisor Call Handling Scripts Designing and changing scripts is very important for a call center group. In the case of the Panasonic ACD, the scripting options are flexible, easy to access, and provide tremendous benefits to the supervisor. A script is written to determine the best way to handle incoming calls. For example, you may decide to hunt through the Agent group first for a period of time, then follow that period with a message.
  • Page 20 Overview Section 525 - ACD/MIS Reference commands include Playing 1 of 6 different 96 second messages, Forwarding to other ACD groups or to Voice Mail, Searching the Agent groups for availability, Ending the script, Returning to any spot within the script. •...
  • Page 21 Section 525 - ACD/MIS Reference Overview Figure 6. Typical Supervisor Script Editing SUPERVISOR MENU → SYSTEM INFO → MIS REPORT → CUSTOMIZE → DISP SYS INFO CUSTOMIZE MENU → LINE REGIST. → SYSTEM ID → AGENT ID → GROUP SETTING →...
  • Page 22: Reports

    Overview Section 525 - ACD/MIS Reference Reports As mentioned in the introduction, the ACD provides a variety of reporting options that are useful for managing the call center. The Standard reports Package comes with the ACD card itself, while the MIS Report Package is optional, and provides further enhancements.
  • Page 23: Acd Standard Specifications

    Section 525 - ACD/MIS Reference Overview These MIS report options are described in further detail later in this manual. ACD Standard Specifications ITEM SPECIFICATION Number of Agent Groups Agent ID’s per System Number of Agents per System Supervisor ID’s per System Voice Ports per System 4 Shared Ports Report Monitor Port...
  • Page 24 Overview Section 525 - ACD/MIS Reference OV-18 DBS 576/HD issued September 2001 576/HD-50-525...
  • Page 25: Chapter 1. System Configuration

    Chapter 1. System Configuration Basic System Layout Figure 1.1 shows the ACD MIS system layout using either the DBS 576 or 576HD. Figure 6.1. ACD MIS System Configuration DBS 576/576HD RS-232 TCP\IP ACD/MIS Port Local Area Network 50 Foot Limitation ACD Viewer MIS Server or Agent View...
  • Page 26: Stand-alone Configuration

    Chapter 1. System Configuration Section 525 - ACD/MIS Reference Stand-alone Configuration Figure 1.2 shows the stand-alone configuration and layout of the ACD MIS, with either the DBS 576 or 576HD. Figure 6.2. ACD MIS Stand-alone Configuration Calls Waiting (Spectrum Wallboard Displays) DBS 576/576HD Agents Avail ACD/MIS Port...
  • Page 27: Network Installation

    Section 525 - ACD/MIS Reference Chapter 1. System Configuration Figure 6.3. ACD MIS Network Configuration Calls Waiting 3:15 DBS 576/576HD Agents Avail Busy Agents ACD/MIS Port ACD Viewer Agent View Agent View ACD Viewer Network Installation For customers that have an existing local area network (LAN) there are some cost savings involved for both the installer and the customer.
  • Page 28 Chapter 1. System Configuration Section 525 - ACD/MIS Reference DBS 576/HD issued September 2001 576/HD-50-525...
  • Page 29: Chapter 2. System Requirements Acd Viewer

    RAM, improves the host PC's performance, and therefore the performance of the Report Manager. On slower PCs, reports may be scheduled to run automatically after the Supervisor leaves for the day. Panasonic recommends installing ACD Viewer on a PC that meets the following minimum requirements: •...
  • Page 30: Agent View

    Windows applications on the host PC. This is an important advantage because it enables the Agent or Sub-Supervisor to remain aware of Call Center activities, while performing other tasks on the computer. Panasonic recommends installing Agent View on a PC that meets the following minimum requirements: •...
  • Page 31 Section 525 - ACD/MIS Reference Chapter 2. System Requirements Panasonic recommends installing the MIS server software on a PC that meets the following minimum requirements: • IBM-compatible Pentium 166 MHz personal computer • Windows NT Workstation or Windows NT Server (Version 4.0 with Service Pack 3) •...
  • Page 32 Chapter 2. System Requirements Section 525 - ACD/MIS Reference Bindings: • NetBIOS Interface • Wins Client (TCP\IP) • NetBEUI Protocol • Server • Wins Client (TCP\IP) • NetBEUI Protocol • Workstation • Wins Client (TCP\IP) • NetBEUI Protocol DBS 576/HD issued September 2001 576/HD-50-525...
  • Page 33: Chapter 3. Installation Installation Overview

    Chapter 3. Installation Installation Overview Before You Begin Check the Phone System: • Verify that the Phone System ACD is functioning. • Verify that the ACD/MIS port in the phone system is turned on and check the speed of the port. Gather the following information: •...
  • Page 34: Preparing The Windows Nt Host Pc

    Chapter 3. Installation Section 525 - ACD/MIS Reference Preparing the Windows NT Host PC Verifying Windows NT Network Settings Caution: if you are not familiar with Windows NT, have the Network Administrator make any required changes. 1. Go to: Start \ Settings \ Control Panel \Network. 2.
  • Page 35: Setting Up User Profiles On The Windows Nt Host Pc

    On the Windows NT Host PC, 1. Log-in to the Host PC using an Administrative account (name and password). 2. Insert the ACD Viewer CD-ROM in the Host PC. The Panasonic ACD Viewer / Report Manager window opens. 3. Click Install Microsoft DAO 3.5.
  • Page 36: Step 2: Installing The Mis Server Software

    On the Windows NT Host PC, 1. Log-in to the Host PC using an Administrative account (name and password). 2. Insert the ACD Viewer CD-ROM in the Host PC. The Panasonic ACD Viewer / Report Manager window opens. 3. Click MIS Server.
  • Page 37: Installing The Acd Viewer Software

    1. If installing ACD Viewer in the Windows NT Host PC, log in using an Administrative password 2. Insert the ACD Viewer CD-ROM in the CD drive. After a few seconds, the Panasonic ACD Viewer / Report Manager window opens. 3. Click ACD Viewer. 4. Install shield will display a series of dialog boxes.
  • Page 38: Starting Acd Viewer

    1. If installing Agent View in the Windows NT Host PC, log in using an Administrative password 2. Insert the ACD Viewer CD-ROM in the CD drive. After a few seconds, the Panasonic ACD Viewer / Report Manager window opens. 3. Click Agent View. 4. Install shield will display a series of dialog boxes.
  • Page 39: Accessing Mis Server Settings After Installation

    Section 525 - ACD/MIS Reference Chapter 3. Installation Accessing MIS Server Settings After Installation Viewing or Changing the MIS Server Configuration • Click the Windows NT Start button, and then select Settings > Control Panel. The MIS Server Configuration dialog box appears. Click the appropriate tab and make the appropriate changes.
  • Page 40: Uninstalling The Mis Server Software

    Chapter 3. Installation Section 525 - ACD/MIS Reference Uninstalling the MIS Server Software Before uninstalling the MIS Server application, the MIS Service must be stopped. Additionally, if Control Panel is open the MIS Server Configuration applet is in use. Software modules that are running or in use can not be uninstalled.
  • Page 41: Uninstalling The Acd Viewer Software

    Section 525 - ACD/MIS Reference Chapter 3. Installation Uninstalling the ACD Viewer Software 1. Shut down ACD Viewer. 2. Remove the Report.mdb from X:\Program Files\SMD \ACD\Report.mdb. 3. Open Control Panel Add/ Remove Programs. 4. Select ACD Viewer and Add/Remove button. 576/HD-50-525 DBS 576/HD issued September 2001...
  • Page 42 Chapter 3. Installation Section 525 - ACD/MIS Reference 3-10 DBS 576/HD issued September 2001 576/HD-50-525...
  • Page 43: Chapter 4. Acd Viewer System Components Starter Kit

    Chapter 4. ACD Viewer System Components Starter Kit The minimum system configuration is the stand-alone configuration. To establish a stand-alone configuration requires one (1) copy of MIS Server software and one (1) copy of ACD Viewer. This combination of the MIS Server Software and ACD Viewer are bundled together and are available as an ACD Viewer Starter Kit.
  • Page 44: Agent View

    Chapter 4. ACD Viewer System Components Section 525 - ACD/MIS Reference Agent View Agent View is available in a number of different concurrent license packages. Agent View license is available in bundles of 10, 25, or 50 concurrent licenses. Agent View can be installed on any number of host PCs. However, each instance of Agent View that connects to the MIS Server secures a licensed connection.
  • Page 45: Chapter 5. Acd Viewer

    Chapter 5. ACD Viewer Overview ACD Viewer organizes and displays ACD events reported by the DBS 576 or 576HD Management Information System port in an easy to use and understand format. The Call Center Supervisor receives real-time information on the status of calls in queue and individual Agents. ACD Viewer runs in the background on the Supervisor's existing MS Windows 95, 98, or NT PC.
  • Page 46: Alarms

    Chapter 5. ACD Viewer Section 525 - ACD/MIS Reference Figure 2.4. ACD Viewer - Main View ACD Viewer is password protected. The ACD Viewer Administrator establishes passwords and user rights. The Administrative password has access to all ACD Groups; other passwords are established for access to all groups, a number of groups, or a single group.
  • Page 47 Section 525 - ACD/MIS Reference Chapter 5. ACD Viewer Supervisor. While in Title-Bar View, the ACD Viewer Title-Bar and Application Button flash when an alarm condition occurs. Audible alarms sound over the standard PC speaker or plays a sound wave (.wav) file through the PC's sound card and speakers.
  • Page 48: Group Detail View

    Chapter 5. ACD Viewer Section 525 - ACD/MIS Reference Group Detail View Queue status and group statuses are displayed at the top of the window, while individual Agents in the group are displayed in the remainder of the window. The possible Agent States are ACD Call, PBX Call, Available, Unavailable, and Logged-Out.
  • Page 49: Chapter 6. Report Manager

    Chapter 6. Report Manager Overview A number of reports are available which provide information and statistics on individual Agents, ACD Groups, Work Units, and Trunks. All reports can be scheduled to run periodically, and are then automatically sent to the Windows print manager.
  • Page 50: Agent Call Summary Report

    Chapter 6. Report Manager Section 525 - ACD/MIS Reference • Page Number - The page number is presented in the "Page X of Y" format. The descriptions that follow are Daily report formats. Generally the same data appears as totals, averages, and summaries on the Weekly, Monthly, and Yearly reports.
  • Page 51: Agent Time Summary Report

    Section 525 - ACD/MIS Reference Chapter 6. Report Manager Agent Time Summary Report Agent Time Summary is an uncluttered method to review the time an Agent started work (Logged-In), ended work (Logged Out), and when breaks were taken (Unavailable). The Agent Time Summary includes the Agents activities by time of day, state, and duration.
  • Page 52: Queue Average Report

    Chapter 6. Report Manager Section 525 - ACD/MIS Reference Queue Average Report The Queue Average report gives a side-by-side view of Call Center workload (Calls Waiting and Longest Call Waiting) and Call Center Resources (Agents) throughout the day, in 15 minute, 30 minute, or one hour intervals.
  • Page 53: Queue Count Report

    Section 525 - ACD/MIS Reference Chapter 6. Report Manager Queue Count Report The Queue Count report provides an at a glance view of an ACD Group’s call flow. Call flow is presented both incrementally and as totals, maximums, and averages in each category for each day. Figure 6.4 shows a typical Queue Count Report.
  • Page 54: Queue Count Graph Report

    Chapter 6. Report Manager Section 525 - ACD/MIS Reference Queue Count Graph Report The Queue Count Graph report provides a visual view of an ACD Group’s call flow. Call flow is presented in a stacked bar graph of Calls Answered, Calls Lost, and Calls that overflowed which adds up to the number of Calls Offered.
  • Page 55: Incoming Call Duration Spectrum Report

    Section 525 - ACD/MIS Reference Chapter 6. Report Manager Incoming Call Duration Spectrum Report Incoming Call Duration Spectrum report provides Call Duration (talk time) details. Once an ACD Group's average call duration is established, this report is used to identify trends. A rise in call duration adversely effects Queue holding time (see Delayed Call Spectrum report) and lost calls (see Lost Call Spectrum report).
  • Page 56: Lost Call Spectrum Report

    Chapter 6. Report Manager Section 525 - ACD/MIS Reference Lost Call Spectrum Report Lost Call Spectrum report provides detailed information regarding when callers disconnected before being answered. Knowing when the bulk of disconnects occur enables goals to be set for average speed of answer by reducing Queue Time.
  • Page 57: Delayed Call Spectrum Report

    Section 525 - ACD/MIS Reference Chapter 6. Report Manager Delayed Call Spectrum Report Delayed Call Spectrum report provides a detailed view of hold times (Queue time). The Supervisor establishes a delayed call threshold in the Report Manager. Only calls that exceed the established Delayed Call threshold appear as delayed calls on the report.
  • Page 58: Trunk Report

    Chapter 6. Report Manager Section 525 - ACD/MIS Reference Trunk Report Trunk Report provides a clean and simple method to review activity of all ACD Trunks. Trunks may be assigned text names for easy identification. When running the Trunk Report, a temporary database for the report period is created in the ACD Viewer\Report Manager host PC.
  • Page 59: Work Unit Report

    Section 525 - ACD/MIS Reference Chapter 6. Report Manager Work Unit Report A Work Unit (stroke counts) is a 2-digit code that is entered into the phone by the agent during the call. Work Units are a method to categorize the type of calls the Agent is processing.
  • Page 60: Work Unit Agent Report

    Chapter 6. Report Manager Section 525 - ACD/MIS Reference Work Unit Agent Report A Work Unit (stroke counts) is a 2-digit code that is entered into the phone by the agent during the call. Work Units are a method to categorize the type of calls the Agent is processing.
  • Page 61: Chapter 7. Agent View

    Chapter 7. Agent View Overview Agent View provides an alternative method of delivering critical Call Center data to front line and management personnel in a small unobtrusive format that's easy to understand. Agent View is similar to a "Software Wallboard" on each Agent's PC.
  • Page 62: Button-view (agent View)

    Chapter 7. Agent View Section 525 - ACD/MIS Reference Button-View (Agent View) Button-View is the most condensed display format. Button-View displays as an open application that is minimized on the Windows Task-Bar at the bottom of the screen (like the Windows Start button). Placing the mouse pointer over the Button will display a Help Bubble that displays the same information as the Title-Bar View.
  • Page 63: Chapter 8. Wallboards

    Chapter 8. Wallboards Overview Wallboards are a cost-effective method to provide Agents and other interested personnel with real-time Call Center information. Items that exceed preset alarm conditions are displayed in a different color and may be accompanied by an audible alarm (from the wallboard). Text messages can be sent to the wallboard on a periodic basis or as a one-time priority message.
  • Page 64: Priority Text Messages

    Chapter 8. Wallboards Section 525 - ACD/MIS Reference Supervisors have access to the PC. Each wallboard can have its own address so a message can be sent to a specific Wallboard and not to others on the Wallboard network. Priority Text Messages You can use Priority Messaging for motivational messages (i.e., "Congratulations, we made the numbers!") or for informing the Group of current priorities (i.e., "Meeting at 2:00").
  • Page 65: Chapter 9. Exporting Report Data

    MS Word the headings tend to be scrambled while the body of the data is intact. The majority of PANASONIC customers express a desire to export to MS Excel, so the report templates are set up to export specifically to MS Excel 97.
  • Page 66: Microsoft Access

    Chapter 9. Exporting Report Data Section 525 - ACD/MIS Reference Microsoft Access The MIS Server master databases and the temporary report databases created by ACD Viewer Report Manager are Microsoft DAO and can be opened and manipulated with Microsoft's Access 97. The following are data formats Microsoft Access can export to: •...
  • Page 67: Chapter 10. Troubleshooting

    XXXXX (10050) Note that this error occurs rarely since a WinSock implementa- tion cannot reliably detect hardware problems. This error is used Panasonic Contact as a the catch-all. When it occurs, it could indicate a serious fail- ure of your network system (i.e. the protocol stack that the Win- Sock DLL runs over).
  • Page 68: Error Message

    Chapter 10. Troubleshooting Section 525 - ACD/MIS Reference Error Message Possible Causes Failed to Connect to Mismatched Port Number: Server XXXXX (10061) Verify that the Port Number matches in both the ACD Viewer Cli- ent and the MIS Server Host PC. Default Port Number for both ACD Viewer and the MIS Server application is 1775.
  • Page 69 Section 525 - ACD/MIS Reference Chapter 10. Troubleshooting Error Message Possible Causes Group Database… Error Windows NT MIS Server Host PC, Mserver Folder is not shared (3044) or has the wrong share name. 1. On the Windows NT Host, use Windows NT Explorer to find: 2.
  • Page 70 Chapter 10. Troubleshooting Section 525 - ACD/MIS Reference Error Message Possible Causes Report Manager is ACD Viewer Client PC’s Network Name and Password must be Grayed out on the ACD added as a User on the Windows NT host that contains the MIS Viewer File Menu Server application.

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