Panasonic Intergrated Voice & Data Solutions Section 521 Built-In ACD Supervisor Guide International Version 4.5 (ACD Version 4.
CAUTION: When using the ACD “Silent Monitor” feature in some local areas 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 activating this feature, please check applicable state and federal laws.
Contents Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5 Specifications. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6 Basic Service Flow . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7 ACD Call Handling Program . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Section 521 Built-In ACD Supervisor Guide Log-in / Log-out . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53 Available/Unavailable . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53 Work Unit Count. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54 Wrap Feature . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
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 VPU/4 card. These cards are installed into the ICX 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 Yes See Note Read ACD Call Handling Program number corresponding to target Exchange line. Wait for stop of incoming call, then disconnect.
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 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.
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 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.
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 Timer AGENT SEARCH TIME 1 to 600 sec. List→ Example: SEARCH 2,015,010 03:No Ans Timer AGENT NO ANSWER TIME 1 to 600 sec. List 4. Set parameter 3, and press the HOLD key.
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 keys 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.
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. 14 ICX (International) issued June 2000 ICX-45-521 (ACD 4.
Built-In ACD Supervisor Guide Section 521 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.
Section 521 Built-In ACD Supervisor Guide 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. → SYSTEM ID → AGENT ID → GROUP SETTING → CALL HANDLING → 2.
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.
Section 521 Built-In ACD Supervisor Guide Silent Monitor Color Definitions Table 3-3. 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 phones that should NOT be allowed to monitor have a COS that restricts monitoring.
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.
Section 521 Built-In ACD Supervisor Guide Displaying System Information Operation SUPERVISOR 1. From [SUPERVISOR MENU] screen, press the soft key 5 or 10 to select [DISP SYS INFO]. MENU SYSTEM INFO → MIS REPORT → CUSTOMIZE → DISP SYS INFO → 2. 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 3. Group 1 monitoring: Press the soft key 1 or 6 to select Agent Group 1.
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 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. INCOME → TRANSF.
Built-In ACD Supervisor Guide Section 521 DIRECT INCOME BL 1ST LST PRG 21 22 23 24 4. Enter the first Exchange line or private line number using the 10key 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 Exchange line or private line number using the 10key pad. 2103:010 DIRECT INCOME LAST LINE NO (BLOCK03) CUSTOMIZE MENU → 7.
Section 521 Built-In ACD Supervisor Guide Transferring Incoming Call Setting Outline 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 Exchange line or private line number using the 10key 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 Exchange line or private line number using the 10key pad. 2203:010 TRANSF. INCOME LAST LINE NO (BLOCK03) CUSTOMIZE MENU → 7.
Section 521 Built-In ACD Supervisor Guide DID Call Setting Outline 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. → SYSTEM ID → AGENT ID → GROUP SETTING → CALL HANDLING → LINE REGIST.
Built-In ACD Supervisor Guide Section 521 5. Enter the first Exchange line or private line number using the 10key 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-45-521 (ACD 4.
Section 521 Built-In ACD Supervisor Guide Ext. Group Call Setting Outline 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 Exchange line or private line number using the 10key 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-45-521 (ACD 4.
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 → 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.
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: 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 3-5. 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 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].
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). “Incorrect password. Please hang up”. ACD answers “This is ACD user information recording service. Please enter the password and press #”. Password input ¨ 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.
Built-In ACD Supervisor Guide Section 521 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. 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.
Built-In ACD Supervisor Guide Section 521 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.
Built-In ACD Supervisor Guide Section 521 4. Select to feature code to assign.
Built-In ACD Supervisor Guide Section 521 This page intentionally left blank. ICX-45-521 (ACD 4.
Section 521-ACD Introduction 0 System Configuration Index A ACD Call Handling Program ....................................... 8 Data Clear ...................................................................49 Activating Supervisor Menu ...................................... 19 DELETE (FF3) ...........................................................15 Agent Features............................................................ 53 Direct Incoming Call Setting ......................................
Section521-ACD Index Introduction MIS Report Features ...................................................38 Supervisor Monitoring................................................ 35 MIS Report Operation.................................................41 System Report............................................................. 47 Introduction MIS Report Outline.....................................................38 Monitoring ..................................................................
