® Section 521 Built-In ACD Supervisor Guide International Version 3.5 (ACD Version 3.
The contents of this manual are subject to change without notice and do not constitute a commitment on the part of Matsushita Communication Industrial Co. Ltd (MCI). 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.
Contents Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5 Specifications. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6 Basic Service Flow . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7 ACD Call Handling Program . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Section 521 iv Built-In ACD Supervisor Guide ICX (International) issued March 1999 ICX-35-521 (ACD 3.
Built-In ACD Supervisor Guide Section 521 Configuration The Built-In ACD system is composed of the two circuit cards; the ACD card and the VPU4 card. These cards are installed into the DBS 576 System. The system configuration is shown below. Using an RS-232C port allows MIS (Management Information System) reports to be output to a printer or PC but not to the both simultaneously. The ICX System can be configured for a maximum of 576 ports can support a maximum of two Built-In ACD systems.
Section 521 Built-In ACD Supervisor Guide Specifications The following table outlines the major specifications of the Panasonic BuiltIn ACD system (maximum).: Table 3-1. Maximums per ACD System Item 6 Maximum per ACD ACD Version 3.0 Agent Group 2 3 Agent IDs/system 64 64 Number of Agents/ system 32 32 Supervisor IDs/system 2 6 Voice port/system 4 ports are shared. 4 ports are shared Music Port 1 Music on Hold source on the CPC is used. 1 Music on Hold source on the CPC is used.
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. During the initial start-up of the 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 (Exchange) line.
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 pressing the FF key.
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 FL/R keys return to the previous line. SEARCH 1,015,010 01:Select FFKey PLAY 2 SEARCH 1,020,010 RET 02,010 PLAY 9 Section 521 END/DISC 6. Press the FF key to determine processing on the currently displayed program line on the 1st LCD.
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 3-1. No Command Parameter1 Parameter2 Parameter3 Description 1 END/ DISK 2 FWD Transfer Destination Extension Line Number Setting 0 to 9999 (max.
Built-In ACD Supervisor Guide Section 521 Operation The following describes the 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 03:Select Cmd. DISK SEARCH 1.
Section 521 Built-In ACD Supervisor Guide 4. Set parameter 3, and press the HOLD key. Example: Enter three digits to set the No Ans Timer. SEARCH 2,015,010 03:No Ans Timer The program line that was set is updated when the final parameter is set. The next line is moved to, and the screen in step 1 is redisplayed. Enter The AGENT No Ans Time. 1 to 600 sec. List 5. Repeat steps 1 to 4 to set other program lines, and end programming at the END/DISC line.
Built-In ACD Supervisor Guide Section 521 Example: 3. Set parameter 2, and press the HOLD key. Example: Press the 0, 1 and 0 keys to set the Search Timer to 10 seconds. SEARCH 1, 01:Search Timer Enter The 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. SEARCH 1,010, 01:No Ans Timer The program line that was set is updated when the final parameter is set.
Section 521 Built-In ACD Supervisor Guide 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 key. Example: Line 01 is deleted. SEARCH 1,015,010 01:DELETE(LINE) To Delete Program Line Data, Press HOLD Key. List PLAY 2.
Built-In ACD Supervisor Guide Section 521 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 MENU SYSTEM INFO → MIS REPORT → CUSTOMIZE → CUSTOMIZE MENU LINE REGIST.
Section 521 Built-In ACD Supervisor Guide 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.
Built-In ACD Supervisor Guide Section 521 Common Operation for Supervisor Customization 1) PROG KEY : Returns to Supervisor Top Menu. 2) MEMORY KEY : Goes to the upper layer. 3) HOLD KEY : Validates data or goes to the next setting. 4) FL/R 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.
Section 521 Built-In ACD Supervisor Guide Direct Incoming Call Setting Outline COs (Exchange Lines) 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.
Built-In ACD Supervisor Guide Section 521 DIRECT INCOME BL 1ST LST PRG 21 22 23 24 4. Enter the first CO (Exchange) 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 (Exchange) line or private line number using the 10-key pad. 2103:010 DIRECT INCOME LAST LINE NO (BLOCK03) CUSTOMIZE MENU → 7.
Section 521 Built-In ACD Supervisor Guide Transferring Incoming Call Setting Outline COs (Exchange Lines) 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.
Built-In ACD Supervisor Guide Section 521 TRANSF. INCOME BL 1ST LST PRG 21 22 23 24 4. Enter the first CO (Exchange) 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 (Exchange) line or private line number using the 10-key pad. 2203:010 TRANSF. INCOME LAST LINE NO (BLOCK03) CUSTOMIZE MENU → 7.
Section 521 Built-In ACD Supervisor Guide DID Call Setting Outline COs (Exchange) and private lines with transferred incoming ACD calls to be processed the same are grouped together as a block based on the four digit DID number. 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.
Built-In ACD Supervisor Guide Section 521 5. Enter the first CO (Exchange) line or private line number using the 10-key pad. 2303: DID ID 10 DIGITS (0-9,*,#) CUSTOMIZE MENU → 6. → Press HOLD key to store first line number. 7. Enter the ACD Call Handling Program number. 2303: DID ID PROGRAM NO (1-4) CUSTOMIZE MENU → 8. Press HOLD key to store last line number. 9. To return to [CUSTOMIZE MENU] screen, press the soft key 5 or 10. ICX-35-521 (ACD 3.
Section 521 Built-In ACD Supervisor Guide Ext. Group Call Setting Outline COs (Exchange) and private lines with transferred incoming ACD calls to be processed the same are grouped together as a block based on the trunk. 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.
Built-In ACD Supervisor Guide Section 521 5. Enter the first CO (Exchange) line or private line number using the 10-key pad. 2401: EXT. GROUP FIRST LINE NO (01-20) (GROUP 1) CUSTOMIZE MENU → 6. → Press HOLD key to store first line number. 7. Enter the ACD Call Handling Program number. 2401: EXT. GROUP PROGRAM NO (1-4) (GROUP1) CUSTOMIZE MENU → 8. Press HOLD key to store last line number. 9. To return to [CUSTOMIZE MENU] screen, press the soft key 5 or 10. ICX-35-521 (ACD 3.
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 3101-3106: 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.
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.
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, 2, or 3) 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.
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 XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX 2.
Section 521 Built-In ACD Supervisor Guide GROUP SETTING GROUP1 → GROUP2 → GROUP3 → CUSTOMIZE MENU 2. From [GROUP SETTING] screen, use soft keys to select the agent group to be set. Agent group 1: soft key 1 or 6 Agent group 2: soft key 2 or 7 Agent group 3: soft key 3 or 8 → 3. First setting (3401) for the selected group is displayed. Enter a set value, then press the HOLD key to validate setting. Every time the HOLD key is pressed without set values specified, the next setting item is displayed.
Built-In ACD Supervisor Guide Section 521 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.
Section 521 Built-In ACD Supervisor Guide 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 MEMORY key to return to the [SYSTEM INFO.] screen. Press the PROG key to return to the [SUPERVISOR MENU] screen.
Built-In ACD Supervisor Guide Section 521 Screen explanation TRK column: CO (Exchange) Line numbers for calls currently in wait status. TIME column: Time of the call is placed in wait status. 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.
Section 521 Built-In ACD Supervisor Guide 5. Press the MEMORY KEY to return to the [SYSTEM INFO] screen. Press the PROG key to return to the [SUPERVISOR MENU] screen. 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.
Built-In ACD Supervisor Guide Section 521 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) 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.
Section 521 Built-In ACD Supervisor Guide The following report is tabulated: Number of per-code calls (tabulated on a daily/weekly basis for each group/ system) 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.
Built-In ACD Supervisor Guide Section 521 The following shows the tabulation unit of WORK UNIT COUNT. Total count per code is shown in the following tabulation unit: Table 3-3. Unit Code 1 Group 1 Code 2 Code 3 ---- Code 20 DAILY WEEKLY Group 2 DAILY WEEKLY Group 3 DAILY WEEKLY System DAILY WEEKLY MIS Report Operation • Common Operation of MIS Report MIS reports can be output by operations from the Supervisor.
Section 521 Built-In ACD Supervisor Guide ACD Supervisor Mode Menu Flow Chart Figure 4.
Built-In ACD Supervisor Guide Section 521 WORK UNIT COUNT GROUP1 GROUP2 GROUP2 GROUP3 GROUP3 OTHERS ACD CUSTOMIZE LINE REGIST. M DAILY N WEEKLY DAILY WEEKLY DAILY WEEKLY DAILY WEEKLY DAILY WEEKLY STATUS/CANCEL MIS DATA CLEAR OUTPUT QUIT DIRECT INCOME TRANSF.
Section 521 Built-In ACD Supervisor Guide AGENT REPORT ← PERSONAL → ← ALL AGENT → 2. The following screen appears. Press the soft key 1 or 6 to select [PERSONAL]. Pressing the soft key 5 or 10 returns to [MIS REPORT MENU] screen (the same for the subsequent screens). MIS REPORT MENU 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.
Built-In ACD Supervisor Guide Section 521 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.
Section 521 Built-In ACD Supervisor Guide 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.
Built-In ACD Supervisor Guide GROUP1 REPORT ← HOURLY → ← DAILY → ← WEEKLY → Section 521 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.
Section 521 Built-In ACD Supervisor Guide WORK UNIT COUNT ← GROUP 1 → ← GROUP 2 → ← Group 3 → ← SYSTEM → → MIS REPORT MENU WORK UNIT COUNT 2. The following screen appears. Press the soft key 1 or 6, 2 or 7, or 3 or 8 to select [GROUP1/GROUP2/GROUP3/SYSTEM]. GROUP1 represents Agent Group 1 and GROUP2 represents Agent Group 2, and GROUP3 represents Agent Group3. SYSTEM represents the total sum of Group 1 and Group 2.
Built-In ACD Supervisor Guide Section 521 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.
Section 521 Built-In ACD Supervisor Guide 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 2 or 7 to select [OUTPUT STATUS]. OTHERS MIS DATA CLEAR OUTPUT STATUS 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].
Built-In ACD Supervisor Guide Section 521 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. In version 3.0, up to 6 kinds of information messages can be registered per ACD system.
Section 521 Built-In ACD Supervisor Guide 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.
Built-In ACD Supervisor Guide Section 521 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.
Section 521 Built-In ACD Supervisor Guide Unavailable status. Same as the LOGIN key, the UNAVAILABLE key LED goes off with log-out procedure. Operation 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). Notice 1. UNAVAILABLE key must be assigned in advance (See key Assignment). 2.
Built-In ACD Supervisor Guide Section 521 Wrap Feature When an agent finishes an incoming ACD call conversation, he/she can have “wrap-up” time to prepare a memo or record other pertinent information. Operation Not required. Set this feature for each agent group. (Can be set upon installation.) To use the Wrap Feature the agent presses the Wrap Key upon completion of his/her call. The agent will then have up to 600 seconds (maximum) to complete wrap-up and be ready for the next incoming call.
Section 521 Built-In ACD Supervisor Guide 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: • LOGIN (mandatory) • UNAVAILABLE (mandatory) • WORK UNIT COUNT (01-20: optional) 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.
Section 521-ACD Introduction 0 System Configuration Index A ACD Call Handling Program ....................................... 8 Data Clear ...................................................................45 Activating Supervisor Menu ...................................... 16 DELETE (FF3) ...........................................................14 Agent Features............................................................ 49 Direct Incoming Call Setting ......................................
Section521-ACD Index Introduction MIS Report Features ...................................................34 Supervisor Monitoring................................................ 31 MIS Report Operation.................................................37 System Report............................................................. 43 Introduction MIS Report Outline.....................................................34 Monitoring ..................................................................
