Corded Telephone User's Guide

ManualsBrandsPanasonic ManualsTelephoneDBS 576

(ACD Version 4.0)

DBS 576 Version 3.6

issued October 2000

Summary of content (56 pages)

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DBS 576 Version 3.6 (ACD Version 4.
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Warning: The service information is designed for experienced repair technicians 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 serviced or repaired only by experienced professional technicians.
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Contents General System Information ............................................................. 1 Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1 Specifications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2 Basic Service Flow . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3 ACD Call Handling Program ..........................
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Section 521 Built-In ACD Supervisor Guide MIS Report Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31 MIS Report Outline ............................................................................................. 31 MIS Report Operation......................................................................................... 34 User Information Recording . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44 Agent Features....
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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.
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Section 521 Built-In ACD Supervisor Guide Specifications The following shows the major specifications of the Panasonic Built-In ACD system (maximum).: Table 1. 2 Maximums per ACD System Agent Group 3 Agent IDs/system 64 Number of Agents/system 32 Supervisor IDs/system 6 Voice port/system 4 ports are shared. Music Port 1 Music on Hold source on the CPC is used.
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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 No ACD-targeted call? Yes See Note Read ACD Call Handling Program number corresponding to target CO line. Wait for stop of incoming call, then disconnect.
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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.
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Built-In ACD Supervisor Guide 5. The List Mode screen is displayed. This screen displays the current setup status. The program lines currently displayed at 1st LCD are the target of processing. The NEXT or HOLD keys move to the next line. The PREV or FLASH keys return to the previous line. SEARCH 1,015,010 01:Select FFKey SEARCH 1,020,010 PLAY 7,1 SEARCH 2,015,003 RET 02,010 PLAY 9,0 Section 521 6. Press the FF key to determine processing on the currently displayed program line on the 1st LCD.
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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. No 6 Command Parameter1 Parameter2 Parameter3 Description 1 END/ DISK End/Disconnect • Ends the ACD Call Handling Program at this line. • When there is a call agent, ends by on-hook disconnection of the agent that replied to the call.
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Built-In ACD Supervisor Guide No Command Section 521 Parameter1 Parameter2 Count Setting 1 to 255 (times) (must be set) 6 RET Program Line Number Setting 1 to 20 (max. 20 lines) (must be set) 7 RAD Port # Parameter3 Description Return • Repeats the program from the line number specified in parameter 1 up to this line for the count specified in parameter 2. Recorded Announcement Device • The caller hears MOH if the RAD port # is invalid or incorrect.
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Section 521 Built-In ACD Supervisor Guide 2. Set parameter 1, and press the HOLD key. Example: Press key 2 to set group 2. SEARCH 1 03:AGENT GRP. AGENT GROUP NUMBER (1-3) List→ Example: 3. Set parameter 2, and press the HOLD key. Example: Press keys 0, 1 and 5 to set the Search Timer to 15. SEARCH 2,020 03:Search Time AGENT SEARCH TIME 1 to 600 sec. List→ Example: 4. Set parameter 3, and press the HOLD key. Example: Enter three digits to set the No Ans Timer.
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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. 01:Select Cmd. FWD FWDVM PLAY RET SEARCH RAD 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. List→ 2.
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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: • 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. 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.
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Built-In ACD Supervisor 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) To Delete Program Data, Press 0 and HOLD Key List→ 2. All of the program that was displayed is deleted, and only the default END/DISC line is displayed.
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Section 521 CUSTOMIZE Built-In ACD Supervisor Guide MENU LINE REGIST. → SYSTEM ID → AGENT ID → GROUP SETTING → CALL HANDLING → CALL HANDLING PROGRAM → VM NUMBER → CUSTOMIZE MENU → 4201: 3. From [CALL HANDLING] screen, press the soft key 2 or 7 to select [VM NUMBER]. 4. 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.
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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.
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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.
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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.
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Section 521 Built-In ACD Supervisor Guide Displaying System Information Operation SUPERVISOR MENU SYSTEM INFO → MIS REPORT → CUSTOMIZE → DISP SYS INFO → 1. From [SUPERVISOR MENU] screen, press the soft key 5 or 10 to select [DISP SYS INFO]. 2. When the following screen appears, press the ON/OFF button or hang up the telephone.
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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.
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Section 521 Built-In ACD Supervisor Guide Direct Incoming Call Setting Outline COs and private lines with direct 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 CUSTOMIZE MENU LINE REGIST. → SYSTEM ID → AGENT ID → GROUP SETTING → CALL HANDLING → LINE REGIST. DIRECT INCOME → TRANSF.
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Built-In ACD Supervisor Guide Section 521 DIRECT INCOME BL 1ST LST PRG 21 22 23 24 4. Enter the first CO line or private line number using the 10-key pad. (The figure on left shows setting of block No. 03.) 2103:005 DIRECT INCOME FIRST LINE NO (BLOCK03) CUSTOMIZE MENU → 5. Press HOLD key to store first line number. 6. Enter the last CO line or private line number using the 10-key pad. 2103:010 DIRECT INCOME LAST LINE NO (BLOCK03) CUSTOMIZE MENU → 7. Press HOLD key to store last line number. 8.
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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 CUSTOMIZE MENU LINE REGIST. → SYSTEM ID → AGENT ID → GROUP SETTING → CALL HANDLING → LINE REGIST.
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Built-In ACD Supervisor Guide Section 521 TRANSF. INCOME BL 1ST LST PRG 21 22 23 24 4. Enter the first CO line or private line number using the 10-key pad. (The figure on left shows setting of block No. 03.) 2203:005 TRANSF. INCOME FIRST LINE NO (BLOCK03) CUSTOMIZE MENU → 5. Press HOLD key to store first line number. 6. Enter the last CO line or private line number using the 10-key pad. 2203:010 TRANSF. INCOME LAST LINE NO (BLOCK03) CUSTOMIZE MENU → 7.
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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 2. The ID must be 4 digits. The initial value should be assigned by your dealer.
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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.
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Section 521 Built-In ACD Supervisor Guide or REGISTRATION 61 1050 2 62 1051 1 1052 2 63 64 4. Enter 4-digit ID number using the 10-key pad. (The figure on left shows setting of Agent No.01.) To clear ID press CONF key. 3301:1000 AGENT 01 ID NO CUSTOMIZE MENU → 5. Press HOLD key to store ID number. 6. Enter the agent group number (1 or 2) using the 10-key pad. 3301:1 AGENT 01 GROUP NO (1-3) CUSTOMIZE MENU → 7. Press HOLD key to validate for this agent. 8.
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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 [CONFIRMATION]. AGENT ID REGISTRAION → CONFIRMATION → CUSTOMIZE MENU → CONFIRMATION GROUP1 XX → GROUP2 XX → GROUP3 XX → CUSTOMIZE MENU → CONFIRMATION GROUP 1 XXXX 2. The screen for selecting group 1, 2 or 3 appears.
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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 CUSTOMIZE MENU LINE REGIST. → SYSTEM ID → AGENT ID → GROUP SETTING → CALL HANDLING → GROUP SETTING GROUP1 → GROUP2 → GROUP3 → CUSTOMIZE MENU 1. From [CUSTOMIZE MENU] screen, press the soft key 4 or 9 select [GROUP SETTING]. 2.
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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&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).
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Section 521 Built-In ACD Supervisor Guide 4. Select desired menu. For further operations, see next page. Traffic Information Operation 1. From [SYSTEM INFO] screen, press the soft key 1 or 6 to select [TRAFFIC INFO.]. SYSTEM INFO AGENT GROUP 1 TRAFFIC INFO → WAITING CALL → AGENT STATUS → 2. The following screen appears. TRAFFIC INFO AGENT GROUP 1 TOTAL CALLS MAX WAIT XX (X)XXXS LOGIN AGENT XX AVAILABLE XX 3. Press the AUTO key to return to the [SYSTEM INFO.] screen.
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Built-In ACD Supervisor Guide Section 521 Waiting Call Operation 1. From [SYSTEM INFO] screen, press the soft key 2 or 7 to select [WAITING CALL]. SYSTEM INFO AGENT GROUP 1 TRAFFIC INFO → WAITING CALL → AGENT STATUS → 2. The following screen appears. WAITING CALL AGENT GROUP 1 TRK TIME XXX XXXXS XXX XXXXS XXX XXXXS XXX XXXXS 01/XX 3. Press the NEXT key to scroll down/PREV key to scroll up the screen. or 4. Press the AUTO key to return to the [SYSTEM INFO] screen.
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Section 521 Built-In ACD Supervisor Guide Agent Status Operation 1. From [SYSTEM INFO] screen, select the soft key 3 or 8 to select [AGENT STATUS]. SYSTEM INFO AGENT GROUP 1 TRAFFIC INFO → WAITING CALL → AGENT STATUS → 2. The following screen appears. AGENT STATUS INF AGENT GROUP 1 LOGIN AGENT XX AVAILABLE XX BUSY(ACD CALL) XX BUSY(NOT-ACD) XX IDLE AGENT XX 3. Press the NEXT key for additional information.
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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.
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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 simultaneously. 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.
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Built-In ACD Supervisor Guide Section 521 MIS Function Tabulation Unit MIS report is output in the following cycles: • Hourly report: Specified date(s) can be output on an hourly (0-24) basis. • Daily report: 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.
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Section 521 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 Group 1 Code 2 Code 3 ---- Code 20 DAILY WEEKLY Group 2 DAILY WEEKLY System DAILY WEEKLY MIS Report Operation • Common Operation of MIS Report MIS reports can be output by operations from the Supervisor.
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Built-In ACD Supervisor Guide Section 521 ACD Supervisor Mode Menu Flow Chart Figure 4.
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Section 521 Built-In ACD Supervisor Guide WORK UNIT COUNT GROUP1 GROUP2 GROUP2 OTHERS ACD CUSTOMIZE LINE REGIST. M DAILY N WEEKLY DAILY WEEKLY DAILY WEEKLY STATUS/CANCEL MIS DATA CLEAR OUTPUT QUIT DIRECT INCOME TRANSF. INCOME SYSTEM ID AGENT ID GROUP SETTING CALL HANDLING REGISTRATION CONFIRMATION GROUP 1 GROUP 2 PROGRAM PROGRAM 1 PROGRAM 2 PROGRAM 3 PROGRAM 4 VM NUMBER • Output of MIS Report Data The following explains the procedure for outputting each function.
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Built-In ACD Supervisor Guide Section 521 Pressing the soft key 5 or 10 returns to [MIS REPORT MENU] screen (the same for the subsequent screens). 3. The following screen appears. Enter the 4-digit ID code of the target agent by using the 10-key pad. AGENT ID:XXXX ENTER THE AGENT ID CODE AND PRESS HOLD KEY MIS REPORT MENU → 4. The following screen appears. Press the soft key 1 or 6 to Select [HOURLY].
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Section 521 Built-In ACD Supervisor Guide B. Daily 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 2 or 7 to Select [DAILY]. AGENT ID:XXXX ← HOURLY → ← DAILY → ← WEEKLY → → MIS REPORT MENU 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]. AGENT ID:XXXX ← THIS WEEK → ← LAST WEEK → ← ALL → MIS REPORT MENU → 6.
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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 [ALL AGENT]. AGENT REPORT ← PERSONAL → ← ALL AGENT → MIS REPORT MENU ALL AGENT ← HOURLY → ← DAILY → ← WEEKLY → 3. The following screen appears.
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Section 521 Built-In ACD Supervisor Guide GROUP1 REPORT ← HOURLY → ← DAILY → ← WEEKLY → 3. The following screen appears. Press the soft key 1 or 6 to select [HOURLY], 2 or 7 to select [DAILY], 3 or 8 to select [WEEKLY]. → 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]. System Report J. Hourly tabulation of system report K.Daily tabulation of system report L.
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Built-In ACD Supervisor Guide WORK UNIT COUNT ← GROUP 1 → ← GROUP 2 → ← GROUP 3 → ← SYSTEM → → MIS REPORT MENU WORK UNIT COUNT Section 521 2. The following screen appears. Press the soft key 1, 2 or 3, or 5, 6 or 7 to select [GROUP1/GROUP2/SYSTEM]. GROUP1 represents Agent Group 1 and GROUP2 represents Agent Group 2. SYSTEM represents the total sum of Group 1 and Group 2. The following procedure assumes that Group 1 is selected (the operation is the same if another option is selected). 3.
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Section 521 Built-In ACD Supervisor Guide 4. 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] of [Other Features]. MIS OUTPUT ! AGENT GROUP 1 WORK UNIT COUNT WEEKLY REPORT → MIS REPORT MENU Other Features (Data Clear and Output Cancel) O. MIS data clear * This feature clears all MIS data. MIS REPORT MENU ← AGENT REPORT → ← GROUP REPORT → 1.
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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 [STATUS/CANCEL]. OTHERS STATUS/CANCEL MIS DATA CLEAR MIS REPORT MENU → 3. The following screen appears to show the current MIS data output status on the Large Display (end of confirmation). To abort MIS data output, press the soft key 4 or 9 to select [QUIT].
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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.
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Built-In ACD Supervisor Guide Section 521 Figure 5. Call the extension number of the voice output port. Password error is followed by three short beeps. →Reenter password. →Three error count releases call (BT). ACD answers “This is ACD user information recording service. Please enter the password and press #”. Password input “Incorrect password. Please hang up”. ¨ Information number input (1 to 6) Service code input 1 #: Recording Start recording information Recording ends by 7 # or time-out.
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Section 521 Built-In ACD Supervisor Guide Agent Features Log-in / Log-out Log-in procedure 1. Press the LOGIN key then, press the AGENT ID CODE. 2. The LED lights in green to notify completion of log-in. 3. Press ON/OFF key after the completion of log-in. Notice 1. LOGIN key must be assigned in advance (See key Assignment). 2. Entering an unregistered agent ID code displays an error. In this case, do the procedure from the beginning again after pressing ON/OFF key. 3.
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Built-In ACD Supervisor Guide Section 521 Available/Unavailable Pressing the UNAVAILABLE key from an idle terminal which is logged in places the extension in the Unavailable status temporarily. This UNAVAILABLE excludes 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.
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Section 521 Built-In ACD Supervisor Guide 2. When the call is placed on hold, the LED 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.
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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.
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Built-In ACD Supervisor Guide 576-3.6-521 (ACD 4.
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Index A D ACD Call Handling Program ........................................4 Data Clear ................................................................... 42 Activating Supervisor Menu .......................................15 DELETE (FF3) ........................................................... 10 Agent Features ............................................................46 Direct Incoming Call Setting ......................................18 Agent IDs Confirming ..............................
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Index Built-in ACD Supervisor Guide INSERT (FF2)...............................................................9 S Service Flow ................................................................. 3 K Key Assignment ..........................................................48 Service Flow Details Setting ..................................................................... 26 Setting on Service Flow Details..................................26 Silent Monitor ................................................