Wallboards; Acd Configuration Options - Panasonic DBS-576 Reference Manual

Section 525 automatic call distribution (acd), management information systems (mis)

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Overview

Finally, Agent View provides a method to deliver Call Center information

where wallboards are ineffective. For instance, personnel are in individual

offices, cubical walls are too high, or the customer doesn't want sensitive

Call Center information displayed in a public area.

Wallboards

Wallboards are an effective method to provide Agents and other interested

personnel with real-time Call Center information. Items that exceed preset

alarm conditions are displayed and may be accompanied by an audible

alarm. Text messages can be sent to the wallboard on a periodic basis or as a

one-time priority message.

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). However, you can expand and enhance the ACD functionality by

adding our MIS (Management Information System) package along with the

standard ACD card. The MIS package is software that can be loaded into a

stand alone Server on a LAN, or loaded directly into an existing Server.

This expanded MIS package delivers a variety of ACD tools for more

sophisticated call center environments.

OV-4

DBS 576/HD issued September 2001

Section 525 - ACD/MIS Reference

576/HD-50-525

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