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Panasonic DBS 576 Telephone User Manual

1. INPUT START DATE AND LAST DATE HE DAILY THIS WEEK LAST WEEK ALL WEEKLY SYSTEM REPORT QHOURLY INPUT START DATE AND LAST DATE DAILY THIS WEEK H LAST WEEK ALL _ QWEEKLY 576 3 6 521 ACD 4 0 DBS 576 USA issued October 2000 35 Section 521 Built In ACD Supervisor Guide I WORK UNIT COUNT GROUP MDAILY O WEEKLY I GROUP2 DAILY L WEEKLY L GROUP2 DAILY WEEKLY _ OTHERS _ STATUS CANCEL OUTPUT QUIT L MIS DATA CLEAR L ACD CUSTOMIZE LINE REGIST DIRECT INCOME L TRANSE INCOME SYSTEM ID AGENT ID REGISTRATION L CONFIRMATION _ GROUP SETTING GROUP 1 L GROUP 2 L CALL HANDLING PROGRAM PROGRAM 1 PROGRAM 2 L PROGRAM 3 L PROGRAM 4 L VM NUMBER e Output of MIS Report Data The following explains the procedure for outputting each function The procedures below are operations from MIS REPORT MENU screen Agent Report A Hourly tabulation of each agent A 1 From MIS REPORT screen press the soft key 1 or 6 to select MES REPORT MENU AGENT REPORT AGENT REPORT GROUP REPORT he test tet WORK UNIT y gt SYSTEM REPORT gt gt y OTHERS AGENT REPORT os O7 e PERSONAL gt lt ALLAGENT gt cs 2 The following screen appears Press the soft key 1 or 6 t
2. CUSTOMIZE MENU gt From CUSTOMIZE MENU screen press the soft key 5 or 10 to select CALL HANDLING From CALL HANDLING screen press the soft key 2 or 7 to select VM NUMBER The 4201 setting screen appears Enter the extension number access code max 16 digits using the 10 key pad and press HOLD key to make setting Each time the HOLD key is pressed the setting changes 4201 gt 4202 gt 4203 gt 4204 50 CUSTOMIZE MENU AAA To return to CUSTOMIZE MENU screen press the soft key 5 HOLD or 10 12 DBS 576 USA issued October 2000 576 3 6 521 ACD 4 0 Built In ACD Supervisor Guide Section 521 Silent Monitor Version 3 0 and higher CAUTION When using the ACD Silent Monitor feature in some states it is illegal or civilly actionable to monitor telephone communications without giving prior warning to all participants These laws do not make the Silent Monitor feature on the telephone system illegal Before activating this feature please check applicable state and federal laws The Silent Monitor feature allows an ACD supervisor to monitor a call between an ACD agent and a caller without the knowledge of either party See CAUTION above If necessary the ACD supervisor can initiate a three way call by barging into the call Operation To initiate Silent Monitor Table 3 Initiating Silent Monitor Action Result Press ON OFF 768 Extension number you want to
3. iv DBS 576 USA issued October 2000 576 3 6 521 ACD 4 0 Built In ACD Supervisor Guide Section 521 General System Information Configuration The Built In ACD System is a simple ACD system that installed in the DBS 576 System The built In ACD system is composed of the two circuit cards the ACD card and the VPU 4 card 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 DBS 576 System configured for a maximum of 576 ports can support a maximum of two Built In ACD systems Note that a single shelf 96 port configuration can accommodate only one ACD system Figure 1 ACD Configuration ICX 96 port System Personal Computer MIS report output RS232C Cable 4 Ext Tel 96 Max Printer RS232C type RS232C Cable lt Note Standard RS232C cables cannot be used for connection Use the special cable included with the ACD card For PC printer connecting conditions see the ACD installation section 576 3 6 521 ACD 4 0 DBS 576 USA issued October 2000 1 Section 521 Built In ACD Supervisor Guide Specifications The following shows the major specifications of the Panasonic Built In ACD system maximum Table 1 Maximums per ACD System Agent Group 3 Agent IDs system 64 Number
4. 1 SYSTEM INFO si 20 e MIS REPORT si 30 el CUSTOMIZE lei Os 40 zi Os 50 O10 e DISP SYS INFO SYSTEM INFO 2 Group 1 monitoring Press the soft key 1 or 6 to select Agent 14 AGENT GROUP1 gt ms Group 1 20 acr eme les Group 2 monitoring Press the soft key 2 or 7 to select Agent 3 AGENT GROUP3 gt es Group Ze SH ho Group 3 monitoring Press the soft key 3 or 8 to select Agent sO Je O10 Group 3 3 After selecting one of the above groups the following menu selection screen appears Use soft keys to select a desired item Sen This figure shows the case where AGENT GROUP 1 is or selected sl Os SYSTEM INFO AGENT GROUP 1 1D e TRAFFIC INFO gt 2D e WAITING CALL gt e 30 le AGENT STATUS 10 ie sl Os so je On 576 3 6 521 ACD 4 0 DBS 576 USA issued October 2000 27 Section 521 Built In ACD Supervisor Guide Traffic Information SYSTEM INFO gp TRAFFIC INFO gt s 20 WAITING CALL lei 7 EIS AGENT STATUS gt gt 8 40 lt 6 50 O10 TRAFFIC INFO iCD el TOTAL CALLS XX el O6 200 MAX WAIT X XXXS e CD7 300 LOGIN AGENT XX e Ob 40 AVAILABLE xX O9 50O zl 10 Sich PROG E ES Screen explanation 4 Select desired menu For further operations see next page 3 From SYSTEM INFO screen press the soft key 1 or 6 to select TRAFFIC INFO The following screen appears Press the AUTO key to return
5. Panasonic BEE recta marua eee ene E Section 521 Built In ACD Supervisor Guide DBS 576 Version 3 6 ACD Version 4 0 issued October 2000 Warning The service information is designed for experienced repair techni cians only and is not designed for use by the general public It does not contain warnings or cautions to advise non technical individuals of potential dangers in attempting to service a product Products powered by electricity should be ser viced or repaired only by experienced professional technicians Any attempt to service or repair the product or products dealt with in this service information by anyone else could result in serious injury or death FCC Warning This equipment generates uses and can radiate radio frequency energy and if not installed and used in accordance with the instruction manual may cause interference to radio commu nications This equipment has been tested and found to comply with the limits for a Class A digital device pursuant to Part 15 of FCC Rules which are designed to provide reasonable protection against such interference when operated in a commercial environment Operation of this equipment in a residential area is likely to cause interference in which case the user at his own expense will be required to take necessar
6. ACD 4 0 Built In ACD Supervisor Guide Section 521 MIS Function Tabulation Unit Hourly report Specified date s can be output on an hourly 0 24 basis Daily report MIS report is output in the following cycles 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 The following shows available report Table 5 TOTAL UNAVAIL TALK IDLE INCOMING ANSWER AVERAGE LOGIYA LE TIME TIME CALLS cars RINGING Group TIME TIME TIME Agent HOURLY O O O O O O x 1 64 DAILY O O O O O O O WEEKLY O O O O O O O Group HOURLY O O O O O O x or 2 DAILY O O O O O O x WEEKLY O O O O O O x System HOURLY O O O O O O x DAILY O O O O O O x WEEKLY O O O O O O x O Available to report X Unavailable to report 576 3 6 521 ACD 4 0 DBS 576 USA issued October 2000 33 Section 52 1 Built In ACD Supervisor Guide The following shows the tabulation unit of WORK UNIT COUNT Total count per code is shown in the following tabulation unit Table 6 Unit Code 1 Code 2 Code 3 Code 20 Group 1 DAILY WEEKLY Group 2 DAILY WEEKLY System DAILY WEEKLY MIS Report Operation e Common Operation of MIS Report MIS reports c
7. Arie WORK UNIT gt 50 OTHERS e fe SYSTEM REPORT lt a HOURLY gt e ae E 22S 3 Follow steps 5 and 6 of item A for HOURLY cla li Follow steps 5 and 6 of item B for DAILY sr mrs REPORT menu O Follow steps 5 of item C for WEEKLY Work Unit Count M Daily tabulation of work unit count 1 From MIS REPORT screen press the soft key 4 or 9 to select WORK UNIT f MIS REPORT MENU Oe lt AGENT REPORT gt 20 GROUP REPORT gt 7 30 lt SYSTEM REPORT gt 8 48 ri WORK UNIT gt Ge BED SRS OTHERS gt Ot 40 DBS 576 USA issued October 2000 576 3 6 521 ACD 4 0 Built In ACD Supervisor Guide Section 521 e 2 The following screen appears Press the soft key 1 2 or 3 or 5 6 beer or 7 to select SROUP1 GROUP2 SYSTEM GROUP1 Jee represents Agent Group 1 and GROUP2 represents Agent Group C GROUP 1 A 2 SYSTEM represents the total sum of Group 1 and Group 2 el o3 or ges The following procedure assumes that Group 1 is selected the KEN Se STEMS eh ee operation is the same if another option is selected 50 MIS REPORT MENU 10 S Sc 3 The following screen appears Press the soft key 2 or 7 to select WORK UNIT COUNT D AILY E AGENT GROUP 1 5 Ell DAILY gt 3O Ple WEEKLY e 50 MIS REPORT MENU gt gt 10 4 From the following screen press the soft key 1 2 3 or 6 7 8 to select THIS WEEK LAS
8. Number Set 600 transfer destination VM number of parameter 1 is ting 1 to 4 seconds set by programming setting 4201 to 4204 must be set infinite when Performs an extension line tone call to the trans not set fer destination built in VM specified in parameter 1 and performs a transfer after the VM response When there is no response the response from the other party is waited for until the end of the no answer timer set in parameter 2 4 PLAN Guidance E Flay Answer amp Play Message Number Set Pption e Plays back specified guidance in response to a ting p 00 Play call pe 4 Play and e Guidence numbers 1 to 6 are for user recording SCH e Guidence numbers 7 to 9 are for fixed recording messages Oe 7 wait for available agent message 8 transfer message and 9 dis connect message 5 SEARCH Agent Group Search Time No Answer _ Agent Search Setting Setting 001 to Timer 001 to e Performs a transfer to transferable agents within must be set 600 600 the agent group specified in parameter 1 seconds seconds e When there is no transferable agent performs a must be set infinite when search until end of the search time set in parame not set ter 2 When the transferred agent does not respond a response from the other party is waited for until the end of the no answer timer set in parameter 3 and transfer to another Agent is moved to after the end of the no answer timer 6 DBS 576
9. USA issued October 2000 576 3 6 521 ACD 4 0 Built In ACD Supervisor Guide Section 521 Com Aare No Parameter Parameter Parameter3 Description mand 6 RET Program Line Count Set Return Number Set ting 1 to 255 e Repeats the program from the line number speci ting 1 to 20 times fied in parameter up to this line for the count max 20 must be set specified in parameter 2 lines must be set 7 RAD Port Recorded Announcement Device The caller hears MOH if the RAD port is invalid or incorrect THE DBS 576 Built in ACD must use different RAD ports than Easy Run Courier ACD RAD equipment will connect to AEC ports No start or stop control method will be provided to control the RAD equipment RAD equipment must be capable of operating in the continuous play mode Up to 8 RAD devices can be connected to AEC s per system This command must be followed by a SEARCH FWD or FWDVM command For programming See Section 400 Programming Manual on page 1 168 Operation The following describes operation in each of the processes EDIT FF1 This command resets the current setting of displayed program lines Edit is repeated from the specified program line through to the currently registered final program line excluding the END DISC line The following screen display shows an example of selection and setting of the SEARCH command SEARCH 1 020 010 1 Press soft keys
10. 1 2 or 3 or 6 7 or 8 for the command to be set 03 Select Cmd and press the HOLD key O be ia Example Press soft key 3 to select SEARCH 20 pray RET 30 searck RAD 140 5O List gt 576 3 6 521 ACD 4 0 DBS 576 USA issued October 2000 Section 521 Built In ACD Supervisor Guide SEARCH 1 03 AGENT GRP 20 AGENT GROUP Example SEARCH 2 020 03 Search Time AGENT SEARCH A oe T TIME 42 1 to 600 sec SCH List gt Example 2 Set parameter 1 and press the HOLD key Example Press key 2 to set group 2 oe Or Os Ds 10 3 Set parameter 2 and press the HOLD key Example Press keys 0 1 and 5 to set the Search Timer to 15 Os SE SEARCH 2 015 010 03 No Ans Time AGENT NO ANSWER D 30 TIME 1 to 600 sec 4 Set parameter 3 and press the HOLD key Example Enter three digits to set the No Ans Timer Os or The program line that was set is updated when the final parameter SH is set The next line is moved to and the screen in step 1 is a redisplayed HOLD 5 Repeat steps 1 to 4 to set other program lines and end programming at the END DISC line Note The program line is updated when the final parameter setup is completed at each command and the next line is moved to Example In the case of the FWD command the program line is updated when the no a
11. 2 The ID must be 4 digits The initial value should be assigned by your dealer Program Address 3201 Change the ID for user information recording The ID must be 4 digits The initial value should be assigned by your dealer Operation 7 1 From CUSTOMIZE MENU screen press the soft key 2 or 7 to Kee select SYSTEM ID Ze a SYSTEM ID S a 300 sl AGENT ID gt Os a ed J e Su 50 CALL HANDLING v 3101 www 2 The 3101 setting screen appears Enter the 4 digit ID number and press HOLD key to make setting Each time the HOLD key is E NEEN E pressed the setting changes 3101310243201 CUSTOMIZE MENU gt 10 3 Press the soft key 5 or 10 to return to CUSTOMIZE MENU screen 22 DBS 576 USA issued October 2000 576 3 6 521 ACD 4 0 Built In ACD Supervisor Guide Section 521 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 2 Make sure to record the IDs because they cannot be confirmed without entering SUPERVISOR MENU Ask your dealer if you forget Registering Agent IDs Outline This procedure sets agent ID numbers and their groups Setting Program Address 3301 3364 Set agent ID numbers and agent groups ID numbers are fixed to 4 digits Set 1 or 2 as an agent group for each agent Operation PAE 1 From CUSTOMIZE MENU screen press
12. 4 0 Built In ACD Supervisor Guide Section 521 Common Operation for Supervisor Customization 1 PROG KEY Returns to Supervisor Top Menu 2 AUTO KEY Goes to the upper layer 3 HOLD KEY Validates data or goes to the next setting 4 FLASH KEY Returns to the previous address number 5 CONF KEY Clears data 6 REDIAL KEY Displays the data before entering program parameter 7 PREV NEXT KEY Scrolls screens if the address has more than one screen Supervisor Customization Each item can be customized by operations from the supervisor menu The following shows the operation of customization from the supervisor menu Operation 1 From SUPERVISOR MENU screen press the soft key 3 or 8 to SUPERVISOR MENU select CUSTOMIZE 10 SYSTEM INFO gt e D8 20 e MIS REPORT gt e 7 3 CUSTOMIZE e 40 je si Os pess DISP SYS INFO leo O10 y COSTOMIZE MENU 2 Select a desired menu by using the soft key from the CUSTOMIZE MENU screen gt el LINE REGIST lei Oe e SYSTEM ID lei O7 30 sl AGENT ID gt e Os 400 GROUP SETTING lei coe 50 el CALL HANDLING gt Dw 3 For further operations see desired section in this manual 576 3 6 521 ACD 4 0 DBS 576 USA issued October 2000 17 Section 521 Built In ACD Supervisor Guide Direct Incoming Call Setting Outline Operation fi CUSTOMIZE MENU COs and private lines with direct incoming ACD
13. Oe BO AGENT GROUP 1 10 LOGIN AGENT XX 20 el AVAILABLE XX 30 el BUSY ACD CALL XX 40 BUSY NOT ACD xx so IDLE AGENT xx AGENT STATUS INF AGENT GROUP 1 EXT STATUS XXXXX XXXXX XXXXX XXXXX A AGENT STATUS INF AGENT GROUP 1 EXT STATUS XXXX XXXXX XXXX XXXXX XXXX XXXXX XXXX XXXXX K CD AGENT STATUS INF 8 O7 os Os 10 Os Cor Os Os Orn Os Co Os Ds or Os Or Os Ds orn 1 From SYSTEM INFO screen select the soft key 3 or 8 to select AGENT STATUS 2 The following screen appears 3 Press the NEXT key for additional information 4 Press the NEXT key to scroll down PREV key to scroll up 5 Press the AUTO KEY to return to the SYSTEM INFO screen Press the PROG key to return to the SUPERVISOR MENU screen 30 DBS 576 USA issued October 2000 576 3 6 521 ACD 4 0 Built In ACD Supervisor Guide Section 521 Screen explanation A First screen LOGIN AGENT Number of agents that have logged in AVAILABLE Number of log in agents in AVAILABLE status 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 B Second and the subsequent screens ID column Agent IDs EXT column Extension numbers used by agents STATUS colu
14. monitor OR Press the FF key assigned as a Silent Monitor Key Extension number you want to monitor OR Press only the Silent Monitor Key if the FF key has been prepro grammed to monitor a specific extension number You do not need to enter the extension number The Silent Monitor feature is active and the extension is being monitored The Silent Monitor key flashes green when Silent Mon itor is active Notes The Silent Monitor key is disabled when the extension assigned to that key is idle dialing or ringing e If the Supervisor retrieves a call while monitoring a extension he or she can suspend the monitoring by pressing the ON OFF key e Press the CONF key during the monitoring to initiate a three way call 576 3 6 521 ACD 4 0 DBS 576 USA issued October 2000 13 Section 521 Built In ACD Supervisor Guide Silent Monitor Color Definitions Table 4 Silent Monitor Color Definitions FF Key Color Definition Possible Operation Clear Cannot Monitor None Solid Red Able to monitor Press Silent Monitor key Flashing Green Not monitoring On Hook or CONF Notice Be sure all phone that should NOT be allowed to monitor have a COS that restricts monitoring For programming COS See Section 400 Programming manual on page 1 50 Silent Monitor is allowed or denied by setting the appropriate extension COS Only one supervisor can init
15. number HOLD 6 Enter the last CO line or private line number using the 10 key pad gt e DIRECT INCOME sl 6 LAST LINE NO sl 7 30 el BLOCK03 sl Os 4O fe sl Os 5C CUSTOMIZE MENU e On 7 Press HOLD key to store last line number 8 Enter the ACD Call Handling Program number F2103 3 10 e DIRECT INCOME 20 e PROGRAM NO 300 le BLOCKO03 40 fe CUSTOMIZE MENU 9 To return to CUSTOMIZE MENU screen press the soft key 5 or 10 576 3 6 521 ACD 4 0 DBS 576 USA issued October 2000 19 Section 521 Built In ACD Supervisor Guide Transferring Incoming Call Setting Outline COs and private lines with transferred incoming ACD calls to be processed the same are grouped together as a block Each block is assigned one of four ACD Call Handling Programs Set the ACD Call Handling Program number to each block and set the ACD service call processing method Operation 8 1 From CUSTOMIZE MENU screen press the soft key 1 or 6 to Ce aaa eet select LINE REGIST 14 LINE REGIST gt SE e AGENT ID s LS Ss ae d l CALL HANDLING sd J Dd y E aier 2 From LINE REGIST screen press the soft key 2 or 7 to select E 7 TRANSF INCOME e TRANSF INCOME e a v 3 The following screen appears Press the soft key for desired block TRANSF INCOME number 1CD ei BL L t LST PRG sl Os 20 e 01 001 003 1 COF 30 02 Ob 40 03 005 010 3 s
16. the soft key 3 or 8 to COSTONE ZE gt MENO select AGENT ID LINE REGIST sl D8 SYSTEM ID sl 7 4 W e el AGENT ID gt Gs 40 GROUP SETTING gt e Os 50 sl CALL HANDLING gt D10 y ao 2 From AGENT ID screen press the soft key 1 or 6 to select REGISTRATION ep REGISTRAION gt ame 20 e e O7 30 CONFIRMATION gt e Os 40 sl 50 CUSTOMIZE MENU gt 10 REGISTRATION ejo 100 1 x os 3 The following screen appears Press the soft key for desired agent 20 02 1001 1 e Or number 30 03 sl 8 40 04 1002 2 sl Os sO 05 zl Cam 576 3 6 521 ACD 4 0 DBS 576 USA issued October 2000 23 Section 521 Built In ACD Supervisor Guide A vy REGISTRATION 1C e 61 1050 2 sl C56 20 e 62 1051 e Car 3 leie sl OB 40 64 1052 2 e O9 5O Ot 4 Enter 4 digit ID number using the 10 key pad The figure on left merges shows setting of Agent No 01 gt acenr 01 Se To clear ID press CONF key ID NO sl 7 30O sl os 40 sl Os 50 sl CUSTOMIZE MENU gt t Con 5 Press HOLD key to store ID number 6 Enter the agent group number 1 or 2 using the 10 key pad 3301 1 D AGENT 01 6 GROUP NO sl 7 30 1 3 Os 40 e CO 50 CUSTOMIZE MENU gt 10 7 Press HOLD key to validate for this agent HOLD 8 The next agent number is displayed Repeat the same procedu
17. to the SYSTEM INFO screen Press the PROG key to return to the SUPERVISOR MENU screen TOTAL CALLS Total number of current incoming calls via the ACD system MAX WAIT The longest time of a current incoming call via the ACD system is placed in wait status not connected to an agent The unit is in seconds LOGIN AGENT The number of current log in agents AVAILABLE The number of agents who are available 28 DBS 576 USA issued October 2000 576 3 6 521 ACD 4 0 Built In ACD Supervisor Guide Section 521 Waiting Call Operation 1 From SYSTEM INFO screen press the soft key 2 or 7 to select Sheer anon WAITING CALL Se D WAITING CALL gt g so zi O10 2 The following screen appears WAITING CALL AGENT GROUP 1 10 e TRK TIME 01 XX ei D8 e XXX XXXXS S 28 SC XXX XXXXS led Sio E 3 Press the NEXT key to scroll down PREV key to scroll up the E O screen PROG 4 Press the AUTO key to return to the SYSTEM INFO screen Press the PROG key to return to the SUPERVISOR MENU screen Screen explanation TRK column CO Line numbers for calls currently in wait status TIME column Time of the call is placed in wait status 576 3 6 521 ACD 4 0 DBS 576 USA issued October 2000 29 Section 521 Built In ACD Supervisor Guide Agent Status Operation SYSTEM INFO AGENT GROUP 1 TRAFFIC INFO gt 1O 20 e WAITING CALL gt a AGENT STATUS gt
18. 6 USA issued October 2000 25 Section 521 Built In ACD Supervisor Guide Setting on Service Flow Details Outline This procedure makes a variety of settings such as service flow setting separately for agent group 1 and agent group 2 Operation 1 From CUSTOMIZE MENU screen press the soft key 4 or 9 e ee select GROUP SETTING 10 el LINE REGIST se Os 200 el SYSTEM ID ape 7 30 AGENT ID lei Os A gt GROUP SETTING le as 50 CALL HANDLING 2 ral 2 From GROUP SETTING screen use soft keys to select the agent group to be set le aoi gt l gs Agent group 1 soft key 1 or 6 zal aoz gt Agent group 2 soft key 2 or 7 GROUPS Agent group 3 soft key 3 or 8 GROUP SETTING 3 e e CUSTOMIZE MENU gt 3 First setting 3401 for the selected group is displayed Enter a set a value then press the HOLD key to validate setting Every time Ol Los the HOLD key is pressed without set values specified the next 200 1 LEAST BUSY o setting item is displayed Press FL R key to return to the previous 30 2 LONGEST IDLE Des setting 3 40 oes 5 CUSTOMIZE MENU gt eu ax 4 To return to CUSTOMIZE MENU screen press the soft key 5 HOLD or 10 Setting If the first two digits of a setting number is 34 the setting pertains to group 1 35 to group 2 and 36 to group 3 The following explanation therefore shows group 1 group 2 gro
19. ACD 1 Work Unit Key 81 Work Unit 01 20 ACD 1 Unavailable Key 82 ACD 2 Log In Out Key H85 ACD 2 Work Unit Key 86 Work Unit 01 20 ACD 2 Unavailable Key 87 ACD Silent Monitor Key two touch 77 desired extension DBS 576 only ACD Silent Monitor Key one touch 77 DBS 576 only Zip Tone Mode ON OFF Key 73 5 Press HOLD key to store 6 Press ON OFF key to end Notice 1 Ifan FF key selected in setting 2 is not vacant Pre assigned the previous setting will be erased automatically 2 To confirm an FF key assignment press ON OFF CONF FF key 3 To delete an FF key assignment skip procedures 3 amp 4 of setting procedure 576 3 6 521 ACD 4 0 DBS 576 USA issued October 2000 49 Built In ACD Supervisor Guide Section 521 576 3 6 521 ACD 4 0 DBS 576 USA issued October 2000 50 Index A ACD Call Handling Program 4 Activating Supervisor Menu oocicncnnnicinnnnnnnnnnnoninananinnno 15 Agent Reattteg encadena 46 Agent IDs Confirming Registering Agent Report ARBONNE STATUS crac 30 ALL DELETE FFO iesse 11 Available Ulnavatlable ENEE 47 B Basic Serres deed 3 C Call Handling Program Call Setting Direct Incoming Transferring Incoming 220 Changing Supervisor IDs and User Information Record ING A ea E ee Cesare tthe Latics 22 Commands PrOBTAMIMING oran 6 Common Operation for Supervisor Customization 16 Configuration nda 1 Confi
20. Ned 01 Select FF Key SEARCH 2 015 010 RET 02 010 01 Program line number Select FF Key Operation Guide FF2 INSERT FF6 ALL DELETE 576 3 6 521 ACD 4 0 DBS 576 USA issued October 2000 5 Section 521 Built In ACD Supervisor Guide Programming by Commands After you have determined the desired process by the FF key you can customize any program using the six available commands The following table shows a list of commands that are used Table 2 Com SEN No Parameter Parameter Parameter3 Description mand 1 END End Disconnect DISK Ends the ACD Call Handling Program at this line When there is a call agent ends by on hook dis connection of the agent that replied to the call 2 FWD Transfer Des No Answer Forward EXT tination Timer 001 to e Performs an extension line tone call to the trans Extension 600 fer destination extension line specified in parame Line Number seconds ter 1 and performs a transfer after responding to Setting Oto infinite when the other party 9999 max 4 not set e When there is no response the response from the digits other party is waited for until the end of the no must be set answer timer set in parameter 2 3 FWDVM Transfer Des No Answer Forward VM tination NM Timer 001 to e Setting of the built in VM corresponding to the
21. P SYS INFO gt e Or 4 For further operations see desired section in this manual 576 3 6 521 ACD 4 0 DBS 576 USA issued October 2000 15 Section 521 Built In ACD Supervisor Guide Displaying System Information Operation SUPERVISOR MENU 1 From SUPERVISOR MENU screen press the soft key 5 or 10 to select DISP SYS INFO 10 SYSTEM INFO gt sllos bel DISP SYS INFO gt en When the following screen appears press the ON OFF button or hang up the telephone HAND UP OR PRESS ON OFF TO DISPL SYSTEM INFO Group 1 monitoring Press the soft key 1 or 6 to select Agent SYSTEM INFO MENU Group 1 1 acenr GROUP 1 gt er Group 2 monitoring Press the soft key 2 or 7 to select Agent 24 e AGENT GROUP 2 gt g Group 2 D I ESCHER at as Group 3 monitoring Press the soft key 3 or 8 to select Agent SYSTEM gt 9 Group 3 D10 4 After selecting one of the above groups the following menu SN selection screen appears Use soft keys to select a desired item 1O TRAFFIC INFO gt es This figure shows the case where AGENT GROUP 1 is 20 WAITING CALL gt e 7 selected 3O je AGENT STATUS gt Ce os 5 D10 5 For further operations see desired section of this manual Note The DISP SYS INFO screen allows you to continue placing and receiving telephone calls This function is not available with other commands 16 DBS 576 USA issued October 2000 576 3 6 521 ACD
22. Related program addresses are 4101 4104 ACD Call Handling Program 4201 4204 Transferring Voice Mail access number 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 44 DBS 576 USA issued October 2000 576 3 6 521 ACD 4 0 Built In ACD Supervisor Guide Section 521 Figure 5 Call the extension number of the voice output port This is ACD user information Password error is followed by three short beeps Reenter password nswers recording service Please enter the D Three error count releases call password and press BT h 4 Incorrect password Please hang Password input gt up 1 Recording Please enter the information num Y ber and press Information number input 1 to 6 Please enter the service code To start recording Y press 1 and to play a Service code input recorded message press 3 and to delete press 5 and HP 3 Play back Bee 5 Deletion y Start recording information y Recording ends by 7 or time out y Message play back y The message has been recorded Please start recording your information message To finish recording pres
23. T WEEK ALL e When THIS WEEK is selected data is output from Monday of e this week e When LAST WEEK is selected data is output from Monday to Ble Sunday of last week When ALL is selected all data from Monday of last week will be output WORK UNIT COUNT AGENT GROUP 1 1 THIS WEEK gt 2 LAST WEEK gt ze ALL gt 50 MIS REPORT MENU gt 10 5 Once the input data is validated the data output starts The following screen appears while the output is in progress To abort Los output see the section MIS data output abort section Other o Features sl OB MIS OUTPUT AGENT GROUP 1 D WORK UNIT COUNT DAILY REPORT THIS WEEK sl Ds D MIS REPORT MENU e 10 N Weekly tabulation of work unit count Steps 1 to 2 are the same as those for item M 3 The following screen appears Press the soft key 3 or 8 to select We WEEKLY Ve sl D6 22 e e DAILY lei 7 3 ele WEEKLY gt es os 5 MIS REPORT MENU zi O10 576 3 6 521 ACD 4 0 DBS 576 USA issued October 2000 41 Section 521 Built In ACD Supervisor Guide 4 Once the input data is validated the data output starts The grein dens following screen appears while the output is in progress To abort gt e work unre comr Ce output see the section MIS data output abort of Other WEEKLY REPORT sl 7 Features sl Os 40 e e cos 50 MIS REPORT MENU gt C10 Othe
24. an be output by operations from the Supervisor The following shows the MIS report output operation from SUPERVISOR MENU Operation 10 e SYSTEM INFO gt 2 MIS REPORT gt 30 e CUSTOMIZE gt MIS 2 lt GROUP REPORT 4D ele 5O te SUPERVISOR MENU REPORT MENU lt AGENT REPORT EN gt 3 SYSTEM REPORT gt gt es WORK UNIT OTHERS vi Oe A sl Os zi Os O10 v si De el 7 si De sl Os zi O10 1 From SUPERVISOR MENU screen press the soft key 2 or 7 to select MIS REPORT MIS REPORT MENU screen appears 2 Select a desired menu by using the soft keys from the above screen 34 DBS 576 USA issued October 2000 576 3 6 521 ACD 4 0 Built In ACD Supervisor Guide Section 521 ACD Supervisor Mode Menu Flow Chart Figure 4 IMAIN SUPERVISOR MENU ae SYSTEM TRAFFIC INFORMATION INFORMATION H WAITING CALL AGENT STATUS MIS REPORT AGENT REPORT PERSONAL HOURLY INPUT START DATE Agent ID AND LAST DATE code input t B DAILY r THIS WEEK t LAST WEEK ALL OWEEKLY L ALL AGENT HOURLY INPUT START DATE AND LAST DATE DAILY THIS WEEK LAST WEEK L ALL WEEKLY GROUP REPORT GROUP1 OHOURLY INPUT START DATE AND LAST DATE DAILY THIS WEEK LAST WEEK ALL DWEEKLY GROUP2 HOURLY
25. atures The figure on left shows outputting of this week Weekly tabulation of each agent Steps 1 to 3 are the same as those for item A 4 The following screen appears Press the soft key 3 or 8 to select WEEKLY 5 Once the input data is validated the data output starts The following screen appears while the output is in progress To abort output see the section MIS data output abort section Other Features 38 DBS 576 USA issued October 2000 576 3 6 521 ACD 4 0 Built In ACD Supervisor Guide Section 521 D Hourly tabulation of all agents E Daily tabulation of all agents F Weekly tabulation of all agents Step 1 is the same as that for items A 2 From the following screen press the soft key 2 or 7 to select AGENT REPORT ALL AGENT 1Olele PERSONAL gt C6 2 ei ALL AGENT g 3D sl D8 10 e e 5O MIS REPORT MENU 10 3 The following screen appears Press the soft key 1 or 6 to select Bee HOURLY 2 or 7 to select DAILY 3 or 8 to select a HOURLY 5 1 g s WEEKLY 20 e DAILY gt eo w ti WEEKLY gt as a MIS REPORT MENU gt 10 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 Group Report G Hourly tabulation of group report H Daily tabulation of group report L Weekly tabulation of group report 1 From MIS REPORT screen press the soft key 2 or 7
26. calls to be processed the same are grouped together as a block Each block is assigned one of four ACD Call Handling Programs Set the ACD Call Handling Program number to each block and set the ACD service call processing method 14 LINE REGIST gt aes 200 SYSTEM ID gt e or 30 el AGENT ID gt Os 40 GROUP SETTING gt Os 50 el CALL HANDLING gt Or y LINE REGIST 14 DIRECT INCOME gt 200 el TRANSF INCOME gt 7 30 DID ID gt Os 40 EXT GROUP gt e os 50 CUSTOMIZE MENU gt C10 v 10 e BL 1ST LST PRG 20 e 01 001 003 1 40 03 005 010 3 BE Ja o 5 v g gt v DIRECT INCOME Ds sl CO sl D8 oes e DO w From CUSTOMIZE MENU screen press the soft key 1 or 6 to select LINE REGIST From LINE REGIST screen press the soft key 1 or 6 to select DIRECT INCOME The following screen appears Press the soft key for desired block number DBS 576 USA issued October 2000 576 3 6 521 ACD 4 0 Built In ACD Supervisor Guide Section 521 DIRECT INCOME BL 1ST LST PRG sl 6 21 sl C7 22 sl D8 23 sl O 24 e O10 4 Enter the first CO line or private line number using the 10 key 2031003 pad The figure on left shows setting of block No 03 iCD e DIRECT INCOME 0306 200 FIRST LINE NO sl 7 300 sl BLOCKO3 si coe 40 je sl oe 5C el CUSTOMIZE MENU gt Can 5 Press HOLD key to store first line
27. cnnnononononancnncancnnnnos 40 47 User Information rats 44 Registering A gent IES aiii 23 Report Operation Z A eee 34 Report Outline ZAP TONE a SUA aA ONG BRAN 48 Mi A eee 31 Index 2 DBS 576 USA issued October 2000 576 3 6 521 ACD 4 0
28. een appears to show the current MIS data output SES status on the Large Display end of confirmation To abort MIS Sere Os data output press the soft key 4 or 9 to select QUIT The 200 e HOURLY REPORT o following screen assumes that daily report of Agent ID XXXX is 3 FROM XX TO XX os being output QUIT a 50 MIS REPORT MENU gt 010 4 The following screen appears To quit press 0 and HOLD keys OUTPUT QUIT _ ICO TO STOP MIS DATA WS 20 OUTPUT PRESS 0 e 7 3O jo AND HOLD KEY sl os 4D e sl Os 50 MIS REPORT MENU gt C10 HOLD 5 Once output is cancelled the following screen appears Pressing the soft key 5 or 10 returns to MIS REPORT MENU screen Os Or Os Os A oe eo 0 oe e ee MIS REPORT MENU gt d n 576 3 6 521 ACD 4 0 DBS 576 USA issued October 2000 43 Section 521 Built In ACD Supervisor Guide User Information Recording The following Figure 5 shows the service flow for recording user information messages 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 Up to 6 kinds of information messages can be registered per ACD system After recording your information message s select which information message to be sent to an outside party by entering parameter on service Flow Details Figure 2
29. es the telephone from candidates of ACD incoming calls Pressing the key again returns the telephone into the Available status This key s LED illuminates in green for the Available status and red for the Unavailable status Same as the LOGIN key the UNAVAILABLE key LED goes off with log out procedure To activate UNAVAILABLE status Press the green UNAVAILABLE key the key LED illuminates in red To return to AVAILABLE status Press the red UNAVAILABLE key the key LED illuminates in green 1 UNAVAILABLE key must be assigned in advance See key Assignment 2 If an agent does not answer an ACD incoming call before a specific time Initial 10 sec the agent will become UNAVAILABLE automatically Work Unit Count Operation Ki Notice Work Unit Codes can be preset with the Work Unit Count key When used the appear in the MIS report For example 01 for claims 02 for sales 03 for brochure A maximum of 20 codes can be entered set at installation 1 Press Work Unit key while ACD call This lights the LED in red Pressing the key again turns off the LED and deletes code The number of codes per call is not restricted multiple count is allowed 1 The Work Unit Count key is effective only from an agent telephone and while the telephone is engaged in an ACD call 576 3 6 521 ACD 4 0 DBS 576 USA issued October 2000 47 Section 521 Built In ACD Supervisor Guide 2 When the call is placed on hold the LED
30. i cos 50 04 EME A 20 DBS 576 USA issued October 2000 576 3 6 521 ACD 4 0 Built In ACD Supervisor Guide Section 521 TRANSF INCOME BL 1ST LST PRG Os 21 O7 22 D8 23 e 24 e O10 4 Enter the first CO line or private line number using the 10 key 2203 008 pad The figure on left shows setting of block No 03 1CD TRANSF INCOME 006 200 ei FIRST LINE NO sel C7 30 BLOCKO3 sl Os O je e O9 5C el CUSTOMIZE MENU gt 10 a 5 Press HOLD key to store first line number 6 Enter the last CO line or private line number using the 10 key 2203 010 pad TRANSF INCOME Os LAST LINE NO O7 30 BLOCK03 Os 4 Os SCH CUSTOMIZE MENU 10 7 Press HOLD key to store last line number HOLD 8 Enter the ACD Call Handling Program number 2203 3 10 e TRANSF INCOME Os 200 e PROGRAM NO el O7 30 BLOCKO3 si Ds 40 e sl Ca CUSTOMIZE MENU 0 9 To return to CUSTOMIZE MENU screen press the soft key 5 or 10 576 3 6 521 ACD 4 0 DBS 576 USA issued October 2000 21 Section 521 Built In ACD Supervisor Guide Changing Supervisor IDs and User Information Recording ID Outline This procedure changes supervisor IDs and user information recording ID Setting Program Address 3101 Change the ID of Supervisor 1 The ID must be 4 digits The initial value should be assigned by your dealer Program Address 3102 Change the ID of Supervisor
31. iate Silent Monitor on an individual extension at any given time Display telephones can initiate Silent Monitoring SLTs cannot ini tiate Silent Monitoring Display telephones and SLTs can be monitored A supervisor cannot initiate Silent Monitoring on an extension when the extension is on a conference call DBS 576 USA issued October 2000 576 3 6 521 ACD 4 0 Built In ACD Supervisor Guide Section 521 Supervisor Features Supervisor features are roughly divided into three groups 1 Supervisor customization Set for requested features of ACD 2 Supervisor monitoring Monitors ACD system status on a large LCD telephone 3 MIS report feature Outputs agent management information All of the above features are included in the supervisor menu The following describes each of the features and the common operations Common Operation of Supervisor Menu Read this section first before using the supervisor features Activating Supervisor Menu Operation From Large Display Telephone 1 Press the Log in button FF key i 2 Enter the 4 digit supervisor ID If a supervisor ID is not entered you cannot enter supervisor menu Make sure to assign supervisor ID at installation Default No assignment 3 Select a desired menu by using the soft keys from the above screen SUPERVISOR MENU gt SYSTEM INFO se Os MIS REPORT gt 7 e CUSTOMIZE lei De si Ds 50 DIS
32. inal parameter 40 1 to 600 ses e is set The next line is moved to and the screen in step 1 is d List Ot redisplayed aaa o 576 3 6 521 ACD 4 0 DBS 576 USA issued October 2000 9 Section 521 Built In ACD Supervisor Guide 5 Repeat steps 1 to 4 to set insertion of other program lines and end programming at the END DISC line Note e Ifyou 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 DELETE FF3 This command deletes the current setting of displayed program lines Deletion can be repeated up to 19 lines The following screen display shows an example of deletion of line 01 1 Confirm the specified line to be deleted and press the HOLD SEARCH 1 015 010 k ey 1 Pcd a e Oe Example Line 01 is deleted To Delete Program 7 3O pata Press Os 4 HOLD Key Os 5O List gt 70 HOLD 2 The program line that was displayed is deleted and the List Mode E screen is redisplayed Se eee ee When the specified line is deleted each subsequent program line Ole per devoto wl con is shifted up 32 e pray 9 0 wl O 42 enp pisc WS KEN 10 Note If you press soft key 10 and select List at any of the above steps the List Mode screen is redisplayed DBS 576 USA issued October 2000 576 3 6 521 ACD 4 0 Built In ACD Super
33. isconnect CO line The built in VM corresponding Call built in VM to VM number according to specified 1 to 4 can be VM number set by program setting 4201 to 4204 y Agent extension line of agent group Built VM Extension line Disconnection l or2 Note e Tf there is a transferred incoming call incoming call type either CO line or private line during an extension line incoming call this is considered as an ACD targeted call 576 3 6 521 ACD 4 0 DBS 576 USA issued October 2000 3 Section 521 Built In ACD Supervisor Guide ACD Call Handling Program Commands can be used to set any call distribution operation for each of the ACD Call Handling Program numbers 4101 to 4104 For details on the content of default sample programs see Chapter 2 Programming ACD Call Handling Program Setting Selecting Program Processing You can select program processing by the FF key The following shows the procedure and flow of operations from entry of program numbers to selection of program processing Operation 1 From SUPERVISOR MENU screen press the soft key 3 or 8 to SUPERVISOR MENU select CUSTOMIZE gt CUSTOMIZE Si a v UST MIZES MENO 2 From CUSTOMIZE MENU screen press the soft key 5 or 10 to SE k select CALL HANDLING tS e AGENT ID DA ba Si Es CALL HANDLING oie Sg y 3 From CALL HANDLING screen press
34. mn Current agent status Meaning of the display is as follows Avail The agent is in the AVAILABLE status Unav The agent is in the UNAVAILABLE status ACD The agent is engaged in incoming calls via the ACD system N ACD The agent is engaged in calls other than the above ACD calls MIS Report Features MIS Report Outline Notice The MIS Report feature provides the Supervisor with a variety of reports Activity of each agent system or a group is tabulated on an hour day or week Monday to Sunday basis Data is saved for 14 days Printing order is issued from the Supervisor monitor telephone For details see MIS Report Operation Output destination is an RS 232C compatible printer or an RS232C compatible personal computer PC To enable output to a PC communication software is required For details on the MIS output and connection see the Installation Manual 1 MIS report data memory is saved for only 14 days regardless of main cabinet s power switch status of past 14 days 2 If the date and time of the main unit is changed MIS report will not be accurate In this case output MIS report in advance and clear the data See Other Features Data Clear 576 3 6 521 ACD 4 0 DBS 576 USA issued October 2000 31 Section 521 Built In ACD Supervisor Guide 3 MIS report which includes present time for example 19 30 will be incomplete report up to 19 00 4 Two supervisors cannot output the MIS report simul
35. nce the input data is validated the data output starts The MIS OpPIS following screen appears while the output is in progress To abort PETERE os output see the section MIS data output abort section of Other HOURLY REPORT sl 7 Features FROM XX TO XX sl Oe si os MIS REPORT MENU gt C10 576 3 6 521 ACD 4 0 DBS 576 USA issued October 2000 37 Section 521 Built In ACD Supervisor Guide za SCH 403 SCH B Daily tabulation of each agent AGENT ID XXXX e HOURLY gt e DAILY gt e WEEKLY gt MIS REPORT MENU gt AGENT ID XXXX E THIS WEEK gt lt LAST WEEK gt e ALL gt MIS REPORT MENU gt MIS OUTPUT AGENT ID XXXX DAILY REPORT THIS WEEK MIS REPORT MENU AGENT ID XXXX e HOURLY gt e DAILY gt e WEEKLY gt MIS REPORT MENU gt MIS OUTPUT AGENT ID XXXX WEEKLY REPORT MIS REPORT MENU gt oe sl Os Ds O10 oe Co Os Os 10 Os Co g s oe O10 Os Co Os Os 10 Steps 1 to 3 are the same as those for item A 4 The following screen appears Press the soft key 2 or 7 to Select DAILY 5 The following screen appears Press the soft key 1 or 6 for THIS WEEK 2 or 7 for LAST WEEK 3 or 8 for ALL 6 Once the input data is validated the data output starts The following screen appears while the output is in progress To abort output see the MIS data output abort section Other Fe
36. nswer timer of parameter 2 is input and the next line is moved to e Ifyou 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 DBS 576 USA issued October 2000 576 3 6 521 ACD 4 0 Built In ACD Supervisor Guide Section 521 INSERT FF2 This command inserts a new line in the current setting of displayed program lines Insertion can be repeated up to 19 lines The following screen display shows an example of insertion and setting of the SEARCH command 1 Press the soft key 1 2 or 3 or 6 7 or 8 for the commands to be set and press the HOLD key Example Press soft key 3 to select SEARCH 01 Select Cmd 2 Set parameter 1 and press the HOLD key Example Press key 1 to set group 1 SEARCH 01 AGENT GRP e AGENT GROUP 7 e NUMBER Os e 1 3 Oe so List gt O10 Example 3 Set parameter 2 and press the HOLD key eee Example Press the 0 1 and 0 keys to set the Search Timer to 10 tole 01 Search Timer dese seconds AGENT SEARCH rr low a ee 1 to 600 sec 7 sc List gt Ot Example SEARCH 1 010 4 Set parameter 3 and press the HOLD key wlio Nees Example Enter three digits to set the No Ans Timer 2C gt AGENT NO ANSWER sl C7 30 rue Os The program line that was setis updated when the f
37. o select os PERSONAL MIS REPORT MENU 36 DBS 576 USA issued October 2000 576 3 6 521 ACD 4 0 Built In ACD Supervisor Guide Section 521 AGENT ID XXXX ENTER THE AGENT sl 6 ID CODE AND e 7 30 PRESS HOLD KEY si ca 10 fe e 9 50 MIS REPORT MENU gt C10 AGENT ID XXXX LES HOURLY gt e os 2 e e DAILY sie por 3D te WEEKLY gt Os 4O e MIS REPORT MENU gt O10 Pressing the soft key 5 or 10 returns to MIS REPORT MENU screen the same for the subsequent screens The following screen appears Enter the 4 digit ID code of the target agent by using the 10 key pad The following screen appears Press the soft key 1 or 6 to Select HOURLY 5 The following screen appears Enter the starting date and ending STARTS DATE date of the data to be output First enter the starting date press sra ree Starr MESS HOLD key to validate then enter the ending date and press DATE DD AND PRESS ln HOLD key again No month is needed to be entered For SA oo Os example data for a period beginning with April 25 and ending O gl with May 2 Enter 25 as the starting date 2 as the ending date For 50 MIS REPORT MENU gt Coon 1 through 9 01 through 09 can be entered instead Ki First date input HOLD key Last date input HOLD HOLD key LAST DATE ENTER THE LAST Oe DATE DD AND PRESS Ct HOLD KEY oe Os MIS REPORT MENU gt orn E vy HOLD 6 O
38. of Agents system 32 6 Supervisor IDs system Voice port system 4 ports are shared 1 Music on Hold source on the CPC is Music Port used MIS Monitor Port 1 RS232C 9600bps Number of user guidance messages 6 Length of each message can vary with a total of 96 seconds recording time available MIS Reports Max 2 week memory updated on Mondays Maximum Calls Queued 50 DBS 576 USA issued October 2000 576 3 6 521 ACD 4 0 Built In ACD Supervisor Guide Section 521 Basic Service Flow The following chart shows the basic flow of ACD services Commands can be used to set any call distribution operation in the ACD Call Handling Program At initial start up of ACD programming is performed automatically using default sample programs Figure 2 Call Incoming Setting of the ACD tar geted call and ACD Call v Handling Program num ACD targeted call ber is performed by pro gram setting 2101 to Yes 2124 and 2201 to 2224 e Type CO line pri vate line e Mode Direct incom ing call trans ferred incoming call Y e ACD Call Handling Perform call distribu Program number 1 tion operation accord to4 ing to ACD Call Handling Program Any program for the ACD number Call Handling Program number can be set by 4101 to 4104 using commands y Se x Read ACD Call Han Waibtor stop of dling Program number tee ee call corresponding to target then d
39. r Features Data Clear and Output Cancel O MIS data clear This feature clears all MIS data 1 From MIS REPORT screen press the soft key 5 or 10 to select MIS REPORT MENU OTHERS lt AGENT REPORT gt lei 6 e GROUP REPORT gt 7 lt SYSTEM REPORT gt gt 8 WORK UNIT gt Os OTHER gt O ee ey 2 The following screen appears Press the soft key 3 or 8 to select eee MIS DATA CLEAR 10 STATUS CANCEL gt t Os 20 e si 7 34 MIS DATA CLEAR gt Ge zi coe 50 MIS REPORT MENU gt 10 3 The following screen appears To clear data press 0 and HOLD EE keys This starts data clear processing PRESS 0 AND HOLD sl Os KEY TO CLEAR ALL el Cor MIS DATA sl OB oes MIS REPORT MENU gt C10 MIS DATA CLEARED 10 Os 4 Once data clear is completed the following screen appears Ss Pressing the soft key 5 or 10 returns to MIS REPORT MENU SN screen 20 30 40 su MIS REPORT MENU gt o 42 DBS 576 USA issued October 2000 576 3 6 521 ACD 4 0 Built In ACD Supervisor Guide Section 521 P MIS data output confirmation cancel This feature confirms cancels MIS data output 1 Step 1 is the same as that for item O 2 The following screen appears Press the soft key 1 or 6 to select Kerg STATUS CANCEL 1 STATUS CANCEL 20 gt D 30 MIS DATA CLEAR 4O H 5C MIS REPORT MENU gt e C10 i 3 The following scr
40. re from procedure 4 for next agent if required o 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 24 DBS 576 USA issued October 2000 576 3 6 521 ACD 4 0 Built In ACD Supervisor Guide Section 521 Confirming Agent IDs Outline This procedure displays the ID numbers of agents which belong to each group Operation 1 From AGENT ID screen press the soft key 3 or 8 to select ASUNTO CONFIRMATION 10 REGISTRAION gt le Os x sl C7 e CONFIRMATION gt Os 40 Goes 50 CUSTOMIZE MENU e 10 v IE CONPIRMATIONS 2 The screen for selecting group 1 2 or 3 appears The number which follows each group is the number of agents in the group ct be barca elses Select the agent group whose agent IDs are to be confirmed by e GROUP2 XX gt W Si 4 Set les oe See using soft keys 42 Os Agent group 1 soft key lor 6 5 O e CUSTOMIZE MENU gt 10 Agent group 2 soft key 2 or 7 Agent group 3 soft key 3 or 8 3 Registered agent ID numbers are displayed The figure on left TI shows a list of agent group 1 To scroll up down the screen use o the PREV or NEXT key S Si S oi 4 To return to CUSTOMIZE MENU screen press the soft key 5 or 10 576 3 6 521 ACD 4 0 DBS 57
41. remains on It goes off if another telephone retrieves the call placed on hold If the same telephone retrieves the call placed on hold the LED remains on and goes off when the call is released Zip Tone Zip mode automatically answers calls when an agent is using the Headset mode With the Zip mode enabled the agent hears a brief alert tone via the headset before the system automatically answers the incoming call Operation The user hears the notification ZIP tone and the call is automatically connected Setting When in Headset mode 1 Press the ON OFF key 2 Press the PROG key 3 Dial 80 to toggle ZIP Mode ON and OFF 4 The telephone LCD panel displays ZIP MODE ON or ZIP MODE OFF Notes 1 Call Forwarding takes precedence over the Zip mode Key Assignment Assign the following keys to the Flexible Function FF keys of each telephone setting at installation work You must not assign more or less than one LOGIN or AVAILABLE key to one telephone e LOGIN mandatory UNAVAILABLE mandatory WORK UNIT COUNT 01 20 optional 48 DBS 576 USA issued October 2000 576 3 6 521 ACD 4 0 Built In ACD Supervisor Guide Section 521 Setting 1 Press the ON OFF key and PROG key 2 Select a vacant FF key 3 Press REDIAL key 4 Select to feature code to assign Feature Description Fixed Feat re Code P additional digits to program into key ACD 1 Log In Out Key 80
42. rming Agent IDs essens 25 Customization Y AA EE e 17 D D ta Cleat pci RA RA 42 DEEETE EES neiger a EEN 10 Direct Incoming Call Seng 18 E ENEE H F Features ell 15 G Group Report ET 39 I Information Recording 576 3 6 521 ACD 4 0 DBS 576 USA issued October 2000 Index 1 Index Built in ACD Supervisor Guide INSERT FF2 K Key Assignment onda 48 L Logain Oger IORA 46 M MIS Report Data DUI SER e 36 MIS Report Features ovino 31 MIS Report Opera cti 34 MIS Report QUIE vna 31 Monitoring rita a 27 O Other Features Data Clear and Output Cancel 42 Output Cancel ida 42 Output of MIS Report Data 36 P Programming by Commands cece teeteeee 6 S Service Eli 3 Service Flow Details SeNi criando 26 Setting on Service Flow Details 26 Silent MONO corran dor e Seed 13 ee 2 Supervisor Custom zaton cee esses teeeeeees 17 Supervisor id AAA E 15 Supervisor ID AA ENEE 22 Supervisor Menu ARCHIVAL 82 coca Los 15 Supervisor Monitoring System Report T Traffic Information ceeeceseeeeeceeeeeeseteeeeseeeeeeseneees 28 Transfer Destination Voice Number Transferring Incoming Call Setting U A e i 47 User Information Recording 0 0 0 0 44 User Information Recording ID Changing es tn EES 22 W RENE erte E at 7 Waiting Call ee 29 Recording Work Unit Count coooconccncnnocccnncon
43. s 7 and y Deletion y The message has been deleted The message has been deleted The message has been recorded 576 3 6 521 ACD 4 0 DBS 576 USA issued October 2000 45 Section 521 Built In ACD Supervisor Guide Agent Features Log in Log out Log in procedure Gen Z Log out procedure Press the LOGIN key then press the AGENT ID CODE The LED lights in green to notify completion of log in Press ON OFF key after the completion of log in LOGIN key must be assigned in advance See key Assignment Entering an unregistered agent ID code displays an error In this case do the procedure from the beginning again after pressing ON OFF key Do not Log in or Log out while placing a call on hold Tf the extension is already logged in another agent cannot log in using his her agent ID The Current agent must log out once to log in again Press the LOGIN key while the key LED is illuminated in green The key LED goes off to notify the completion of log out Press ON OFF key 46 DBS 576 USA issued October 2000 576 3 6 521 ACD 4 0 Built In ACD Supervisor Guide Section 521 Available Unavailable Operation ki Notice Pressing the UNAVAILABLE key from an idle terminal which is logged in places the extension in the Unavailable status temporarily This UNAVAILABLE exclud
44. sing esseesneeeeeesstesrnsteernnetrnrtnstnnrtnntnnrtrnnnneennee 4 Programming by Commande enneesneneeseeenrerenernetnsttrernttrntrntnnsrrerrnstrnsn net 6 Transfer Destination Voice Number AA 11 Silent Monitor EE ee EEN ee ee ee ee eee ee eee 13 Supervisor Features cn 15 Common Operation of Supervisor Menu 15 Activating Supervisor Men Displaying System Information Common Operation for Supervisor Customlzatton cece 17 Supervisor Customization 00 cece eee eee 17 Direct Incoming Call Getting ue 18 Transferring Incoming Call Getting 20 Changing Supervisor IDs and User Information Recording ID 22 Registering Agent Des cee ee eee cence tree tear teens etree tease tease seaeeeneeenaeees 23 Confirming Agent Des cee ee eee eee e tener tee conc cn nan n cnn nc tease nn c cnn nana ncnnns 25 Setting on Service Flow Details 26 Supervisor Monitoring 27 TratticsInforimationy ameri aiaa nei EAEE ee EATE aeia svaedean shee ce 28 VOTE 29 Ee ETC 30 576 3 6 521 ACD 4 0 DBS 576 USA issued October 2000 iii Section 521 Built In ACD Supervisor Guide MIS Report Features 31 MIS Report Outline eenegen ETS 31 MIS Report Operation 34 User Information Recording cece e ees 44 PRS gl AAA 46 Logan Re E EE 46 Available Unavailable 0 00 cece 47 Work Unit Count 0 eens 47 ZIP TONG oi ose eases neon eee eee ee e nage 48 Key Assignment ooo 48 O AA Index 1
45. taneously 5 The MIS report data cannot be cleared if another supervisor has been entering the MIS REPORT MENU 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 8 If a non Agent picks up an ACD call MIS report will not be accurate Therefore the Manufacturer recommends not to assign ACD lines to FF keys The following gives an outline of the MIS report output Agent Activity The following reports are tabulated on a per agent basis Total Log in Time Unavailable Time Talk Time Idle Time Percentage IDLE Time LOGIN Time TALK Time Average time from call incoming to answer Number of incoming calls number of answered calls Group Activity The following reports are tabulated on a per group basis Total Log in Time Unavailable Time Talk Time Idle Time Percentage IDLE LOGIN TALK Number of incoming calls number of answered calls System Activity The following reports are tabulated on a per system basis e Total Log in Time Unavailable Time Talk Time Idle Time Percentage IDLE LOGIN TALK Number of incoming calls number of answered calls Work Unit Count The following report is tabulated Number of per code calls tabulated on a daily weekly basis for each group system 32 DBS 576 USA issued October 2000 576 3 6 521
46. the soft key 1 or 6 to See Beene select PROGRAM PROGRAM gt 50 CUSTOMIZE MENU gt 10 v 4 The following screen appears Press the soft key for desired f CALL HANDLING program number 10 PROGRAM 1 Oe 200 e PROGRAM 2 sl 7 30 PROGRAM 3 4C PROGRAM 4 si Os sl Os AA 50 CUSTOMIZE MENU Si D10 A DBS 576 USA issued October 2000 576 3 6 521 ACD 4 0 Built In ACD Supervisor Guide Section 521 5 The List Mode screen is displayed Way gen This screen displays the current setup status SE Si The program lines currently displayed at 1st LCD are the target of SEARCH 1 020 010 PLAY TL SEARCH 2 015 003 A 8 RET 02 010 KS PLAY 9 0 Figure 3 or processing Os The NEXT or HOLD keys move to the next line ee The PREV or FLASH keys return to the previous line O10 6 Press the FF key to determine processing on the currently displayed program line on the 1st LCD FF1 FF2 FF3 FF6 EDIT INSERT DELETE ALL DELETE The following items describe the details of subsequent processing Note e Pressing the PROG key returns to the ACD Call Handling Program number in step 1 Enter ACD Call Han dling Program number List Mode screen NEXT HOLD to next line PREV FLASH to previous line lt 30 PLAY 9 0 HOLD SEARCH 1 015 010 01 Select FFKey zen 1 020 010 UI 2nd LCD display CIE
47. to select MES EE GROUP REPORT ES GROUP REPORT AS E e S WORK UNIT E sc e OTHERS gt Ot EEN 2 The following screen appears Press the soft key 1 or 6 2 or7 or 3 or 8 to select GROUP1 GROUP2 GROUP3 Pressing the soft SD O key 5 or 10 returns to MIS REPORT MENU screen the same SEI See El eta for the subsequent screens sO The a The following procedure assumes that GROUP 1 is selected 50 MIS REPORT MENU Ot 576 3 6 521 ACD 4 0 DBS 576 USA issued October 2000 39 Section 521 Built In ACD Supervisor Guide p 3 The following screen appears Press the soft key 1 or 6 to select SEQUE TL MERON HOURLY 2 or 7 to select DAILY 3 or 8 to select ello sour gt es WEEKLY 2 fee DAILY gt eo s e WEEKLY gt es 4O e Ds 50 MIS REPORT MENU gt 10 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 System Report J Hourly tabulation of system report K Daily tabulation of system report L Weekly tabulation of system report 1 From MIS REPORT screen press the soft key 3 or 8 to select SYSTEM REPORT MIS REPORT MENU 2 The following screen appears Press the soft key 1 or 6 to select o HOURLY 2 or 7 to select DAILY 3 or 8 to select e WEEKLY O10 1O e AGENT REPORT gt 20 e GROUP REPORT gt 3 SYSTEM REPORT gt
48. up 3 settings Program Address 3401 3501 3601 Agent search method Set the agent search method Select either of the following 1 LEAST BUSY FIRST setting This mode first selects the agent whose busy rate total busy time total Login time is the lowest in the group for the day 26 DBS 576 USA issued October 2000 576 3 6 521 ACD 4 0 Built In ACD Supervisor Guide Section 521 2 NEXT AVAILABLE FIRST setting This mode selects the agent which is placed in idle status for the longest duration following the last talking status Note For both 1 amp 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 Program Address 4201 4204 Transferring Voice Mail access number Sets the voice mail extension line number and access code corresponding to the transfer destination voice mail number 1 to 4 Supervisor Monitoring The ACD system can be monitored by the supervisor Note that data is updated every 10 seconds while the monitoring screen is displayed Operation Details are given in each feature section The following shows the operation of the supervisor monitoring from the SUPERVISOR MENU screen 1 From the SUPERVISOR MENU screen Group monitoring Press the soft key 1 or 6 to select SYSTEM e INFO G1 Co f SUPERVISOR MENU 1
49. visor Guide Section 521 ALL DELETE FF6 This command deletes all settings currently set to all lines in the currently displayed program 1 Press key 0 and the HOLD key Program Delete DELETE Program 1 Oe 20 lr ro Delete Program lt 7 33 Data Press 0 and 42 pop Key Se so List HOLD 2 All of the program that was displayed is deleted and only the END DISE default END DISC line is displayed 01 Select FFKey ACS sl Os 20 e si 7 SCH Is sl De 40 MES SCH le sl O10 Note If you press soft key 10 and select List at any of the above steps the List Mode screen is redisplayed Transfer Destination Voice Number Outline Sets the voice mail extension line number and access code corresponding to the transfer destination voice mail number 1 to 4 Operation SUPERVISOR 10 e SYSTEM INFO gt os 1 From SUPERVISOR MENU screen press the soft key 3 or 8 to Jor select CUSTOMIZE 200 MIS REPORT gt 3 CUSTOMIZE DTD 40 09 so O10 576 3 6 521 ACD 4 0 DBS 576 USA issued October 2000 11 Section 521 Built In ACD Supervisor Guide CUSTOMIZE MENU 10 LINE REGIST 200 SYSTEM ID AC GROUP SETTING 5 gt CALL HANDLING f CALL HANDLING Oje PROGRAM gt a VM NUMBER gt y 4201 10 e VM NUMBER 1 gt gt a el AGENT ID gt gt gt gt
50. y measures to correct the interference CAUTION When using the ACD Silent Monitor feature in some states it is illegal or civilly actionable to monitor telephone communications without giving prior warning to all participants These laws do no make the Silent Monitor feature on the telephone system illegal Before acti vating this feature please check applicable state and federal laws The contents of this document are subject to change without notice and do not constitute a commitment on the part of Panasonic Telecommunication Systems Company PTSC Every effort has been made to ensure the accuracy of this document However due to ongoing product improvements and revisions Panasonic cannot guarantee the accuracy of printed material after the date of publication nor can it accept responsibility for errors or omissions Panasonic will update and revise this document as needed The software and hardware described in this document may be used or copied only in accordance with the terms of the license pertaining to said software or hardware Copyright 2000 by Panasonic Telecommunication Systems Company PTSC All rights reserved Contents General System Information eee 1 Configurations viii pared bee Pea eee 1 Specifications ten 4054 aa A hee ee eee 2 Basic Service How 3 ACD Call Handling Program oocoocoocococococococococococococococononononononononononononononooos 4 Selecting Program Proces

Panasonic DBS 576 Telephone User Manual

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