Panasonic DBS 576 Technical Manual page 77

These processing steps are totally flexible and can be changed easily by the supervisor at any
time. Utilizing the Large-Screen Display phone, the supervisor can edit the existing script and
change the routing. For example, perhaps the office is closed as a result of weather conditions.
At this point, the supervisor can edit the script and record a special greeting for incoming callers.
This type of quick programmability will greatly increase customer satisfaction.
Reporting. Of course, reports are crucial for the group's activities. These reports can give you
enough information to make intelligent staffing decisions. Unlike most of the competition, the
DBS 576 ACD system comes complete with reporting capabilities standard! Choose from
individual agent activity by week, day, etc., or choose an entire group.
Silent Monitoring. ACD supervisors can monitor calls between ACD agents and callers without
the knowledge of either party.
Specifications for Built-In ACD:
• Maximum no. of ACD Units per System: 2 (in a 2+ cabinet configuration)
• Agent Groups per ACD Unit: 3
• Agent IDs per Group: 64
• Maximum Agent IDs per ACD Unit: 64
• Number of Agents Simultaneously Logged In: 32
• Supervisor IDs per Group: 1
• Supervisor IDs per ACD Unit: 6
• Voice Ports per Group: 4
• Voice Ports per ACD Unit: 4
• Music Ports: 1 (on main unit/external MOH source)
• MIS Monitor Ports: 1 (RS232C 9600bps)
• Guidance Length: 1-96 seconds (changeable)
• Number of Guidance Messages: 1-6 (changeable)
• Total Guidance Recording Time Overall: 96 seconds
Chapter 5 - Special Applications 77