Panasonic Integrated Communication eXchange Technical Manual Section 521 Built-In ACD Supervisor Guide S-ICX Version 5.0 (International) (ACD Version 4.
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, MCI cannot guarantee the accuracy of printed material after the date of publication, nor can it accept responsibility for errors or omissions. MCI will update and revise this document as needed.
Contents General System Information .............................................................. 1 Configuration ................................................................................................................ 1 Specifications................................................................................................................ 2 Basic Service Flow ....................................................................................................... 3 ACD Call Handling Program ..
MIS Report Operation............................................................................................ 35 User Information Recording ...................................................................................... 45 Agent Features............................................................................................. 48 Log-in / Log-out........................................................................................................... 48 Available/Unavailable ..................
Section 521 Built-In ACD Supervisor Guide General System Information Configuration The Built-In ACD System is a simple ACD system that is installed in the S-ICX 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.
Built-In ACD Supervisor Guide Section 521 Specifications The following shows the major specifications of the Panasonic Built-In ACD system (maximum): Table 1: Maximums per ACD System Item 2 ACD Version 3.0 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.
Section 521 Built-In ACD Supervisor Guide 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 (Exchange) line. Wait for stop of incoming call, then disconnect.
Built-In ACD Supervisor Guide Section 521 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 “Built-In ACD Reference Guide”. Selecting Program Processing You can select program processing by pressing the FF key. The following shows the procedure and flow of operations from the entry of program numbers to the selection of program processing.
Section 521 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 SEARCH 2 1,020,010 RET 02,010 PLAY 9 END/DISC 6. Press the FF key to determine processing on the currently displayed program line on the 1st LCD.
Built-In ACD Supervisor Guide Section 521 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.
Section 521 No 6 Command RET Built-In ACD Supervisor Guide Parameter1 Parameter2 Program Line Number Setting 1 to 20 (max. 20 lines) (must be set) Count Setting 1 to 255 (times) (must be set) 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. For details on settings see, “Basic Service Flow” . Operation The following describes the operation in each of the processes.
Built-In ACD Supervisor Guide Section 521 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: 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.
Section 521 Built-In ACD Supervisor Guide 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 1. Press the soft keys 1, 2, 3, 6 or 7 for the commands to be set, and press the HOLD key. Example: Press soft key 3 to select SEARCH. RET SEARCH List→ 2. Set parameter 1, and press the HOLD key.
Built-In ACD Supervisor Guide Section 521 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.
Section 521 Built-In ACD Supervisor Guide 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.
Built-In ACD Supervisor Guide Section 521 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 → PROGRAM → VM NUMBER → PLAY OPTION → → 4. The 4201 setting screen appears.
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 Supervisor Customisation Operations 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 AC15/E&M Tie 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 Exchange line or AC15/E&M Tie 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 Exchange line or AC15/E&M Tie 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 Exchange lines and AC15/E&M Tie 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 AC15/E&M Tie 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 Exchange line or AC15/E&M Tie 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 A total of 20 DID incoming ACD calls (with a maximum of 10 digits) are processed individually. Each DID ID is assigned one of four ACD Call Handling Programs. Set the ACD Call Handling Program number to each DID ID, 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. INCOME → DID ID → EXT.
Built-In ACD Supervisor Guide Section 521 5. Enter the DID ID using the 10-key pad. 2303: DID ID 10 DIGITS (0-9,*,#) CUSTOMIZE MENU → 6. Press HOLD key to store DID ID number. 7. Enter the ACD Call Handling Program number. 2303: DID ID PROGRAM NO (1-4) CUSTOMIZE MENU → 8. To return to [CUSTOMIZE MENU] screen, press the soft key 5 or 10. 20 S-ICX (International) issued October 2000 S-ICX-5.0-521 (ACD 4.
Section 521 Built-In ACD Supervisor Guide Ext. Group Call Setting Outline Incoming ACD ports 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. INCOME → DID ID → EXT.
Built-In ACD Supervisor Guide Section 521 6. Enter the last incoming ACD port using the 10-key pad. 2401: EXT. GROUP FIRST LAST NO (01-20) (GROUP 1) CUSTOMIZE MENU → 7. Press HOLD key to store last line number. 8. Enter the ACD Call Handling Program number. 2401: EXT. GROUP PROGRAM NO (1-4) (GROUP1) CUSTOMIZE MENU → 9. To return to [CUSTOMIZE MENU] screen, press the soft key 5 or 10. 22 S-ICX (International) issued October 2000 S-ICX-5.0-521 (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 to 3106: Change the ID of Supervisor 1 to 6. 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.
Built-In ACD Supervisor Guide Section 521 2. Make sure to record the IDs because they cannot be confirmed without entering [SUPERVISOR MENU]. Ask your dealer if you forget. Setting 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, 2, or 3 as an agent group for each agent. Operation CUSTOMIZE MENU LINE REGIST.
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 Operation CUSTOMIZE MENU LINE REGIST. → SYSTEM ID → AGENT ID → GROUP SETTING → CALL HANDLING → 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 GROUP SETTING GROUP 1 → GROUP 2 → GROUP 3 → 1. From [CUSTOMIZE MENU] screen, press the soft key 4 or 9 select [GROUP SETTING]. 3.
Built-In ACD Supervisor Guide Section 521 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.
Section 521 Built-In ACD Supervisor Guide 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 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 Waiting Calls 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 Memory key to return to the [SYSTEM INFO] screen.
Section 521 Built-In ACD Supervisor Guide 2. The following screen appears. AGENT STATUS INF AGENT GROUP 1 LOGIN AGENT XX AVAILABLE XX BUSY(ACD CALL) XX BUSY(NON-ACD) XX IDLE AGENT XX 3. Press the NEXT key for additional information. AGENT STATUS INF AGENT GROUP 1 ID EXT XXXX XXXX STATUS XXXXX XXXX XXXX XXXXX XXXX XXXX XXXXX XXXX XXXX XXXXX 4. Press the NEXT key to scroll down, PREV key to scroll up.
Built-In ACD Supervisor Guide Section 521 B. Second and the subsequent screens ID column: Agent IDs. EXT column: Extension numbers used by agents. STATUS column: 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.
Section 521 Built-In ACD Supervisor Guide 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. 9. The MIS report includes Abandoned incoming calls. • Exchange disconnects call before agent answers. The following gives an outline of the MIS report output.
Built-In ACD Supervisor Guide Section 521 The following shows available report.
Section 521 Built-In ACD Supervisor Guide MIS Report Operation • Common Operation of MIS Report MIS reports can be output by operations from the Supervisor. The following shows the MIS report output operation from [SUPERVISOR MENU]: Operation SUPERVISOR MENU SYSTEM INFO → MIS REPORT → CUSTOMIZE → 1. From [SUPERVISOR MENU] screen, press the soft key 2 or 7 to select [MIS REPORT]. [MIS REPORT MENU] screen appears.
Built-In ACD Supervisor Guide Figure 4.
Section 521 Built-In ACD Supervisor Guide WORK UNIT COUNT GROUP1 GROUP2 GROUP3 SYSTEM OTHERS ACD CUSTOMISE LINE REGIST. M DAILY N WEEKLY DAILY WEEKLY DAILY WEEKLY DAILY WEEKLY STATUS/CANCEL MIS DATA CLEAR OUTPUT QUIT DIRECT INCOME TRANSF. INCOME DID ID EXT. GROUP DID ......ID01 DID ID20 SYSTEM ID AGENT ID GROUP SETTING CALL HANDLING REGISTRATION CONFIRMATION GROUP 1 GROUP 2 GROUP 3 PROGRAM PROGRAM 1 PROGRAM 2 PROGRAM 3 PROGRAM 4 VM NUMBER PLAY OPTION S-ICX-5.0-521 (ACD 4.
Built-In ACD Supervisor Guide Section 521 • 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 MIS REPORT MENU ← AGENT REPORT → ← GROUP REPORT → 1. From [MIS REPORT] screen, press the soft key 1 or 6 to select [AGENT REPORT]. ← SYSTEM REPORT → ← WORK UNIT → ← OTHERS → AGENT REPORT ← PERSONAL → ← ALL AGENT → 2.
Section 521 Built-In ACD Supervisor Guide First date input + HOLD key + Last date input + HOLD key. LAST DATE: ENTER THE LAST DATE (DD) AND PRESS HOLD KEY MIS REPORT MENU → 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 section [MIS data output abort] section of, [Other Features]. MIS OUTPUT AGENT ID:XXXX HOURLY REPORT FROM XX TO XX MIS REPORT MENU → B.
Built-In ACD Supervisor Guide Section 521 B. 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]. AGENT ID:XXXX ← HOURLY → ← DAILY → ← WEEKLY → → MIS REPORT MENU 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].
Section 521 Built-In ACD Supervisor Guide Group Report F. Hourly tabulation of group report G. Daily tabulation of group report H. Weekly tabulation of group report MIS REPORT MENU ← AGENT REPORT → ← GROUP REPORT → 1. From [MIS REPORT] screen, press the soft key 2 or 7 to select [GROUP REPORT]. ← SYSTEM REPORT → ← WORK UNIT → ← OTHERS → ← GROUP 1 → ← GROUP 2 → ← GROUP 3 → 2. The following screen appears. Press the soft key 1 or 6, 2 or 7, or 3 or 8 to select [GROUP1/GROUP2/GROUP3].
Section 521 Built-In ACD Supervisor Guide System Report I. Hourly tabulation of system report J. Daily tabulation of system report K.Weekly tabulation of system report MIS REPORT MENU ← AGENT REPORT → ← GROUP REPORT → 1. From [MIS REPORT] screen, press the soft key 3 or 8 to select [SYSTEM REPORT]. ← SYSTEM REPORT → ← WORK UNIT → ← OTHERS → SYSTEM REPORT ← HOURLY → ← DAILY → ← WEEKLY → ← DISC. CALL → 2. The following screen appears.
Section 521 Built-In ACD Supervisor Guide WORK UNIT COUNT 3. The following screen appears. Press the soft key 2 or 7 to select [DAILY]. AGENT GROUP 1 ← DAILY → ← WEEKLY → → MIS REPORT MENU WORK UNIT COUNT AGENT GROUP 1 ← THIS WEEK → ← LAST WEEK → ← ALL → → MIS REPORT MENU 4. From the following screen, press the soft key 1, 2, 3 or 6, 7, 8 to select [THIS WEEK], [LAST WEEK], [ALL]. When [THIS WEEK] is selected, data is output from Monday of this week.
Built-In ACD Supervisor Guide Section 521 Other Features (Data Clear and Output Cancel) N. MIS data clear * This feature clears all MIS data. MIS REPORT MENU ← AGENT REPORT → ← GROUP REPORT → 1. From [MIS REPORT] screen, press the soft key 5 or 10 to select [OTHERS]. ← SYSTEM REPORT → ← WORK UNIT → ← OTHERS → 2. The following screen appears. Press the soft key 3 or 8 to select [MIS DATA CLEAR]. OTHERS STATUS/CANCEL → MIS DATA CLEAR → MIS REPORT MENU → MIS DATA CLEAR: 3.
Section 521 Built-In ACD Supervisor Guide O. 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).
Built-In ACD Supervisor Guide Section 521 In version 3.0, up to 6 kinds of information messages can be registered per ACD system. Individual messages can be of varying lengths, with an inclusive total of 96 seconds recording time available. 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 3-2).
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. →Re-enter 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”.
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 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.
Built-In ACD Supervisor Guide Section 521 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. 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.
Section 521 Built-In ACD Supervisor Guide 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 3. Press REDIAL key. 4. Select to feature code to assign. Fixed Feature Code Feature Description ACD-1 Log-In/Out Key ACD-1 Work Unit Key ACD-1 Unavailable Key ACD-1 Wrap Key Zip Tone Mode ON/OFF Key + (additional digits to program into key) ∗#80 ∗#81 + (Work Unit 01-20) ∗#82 ∗#83 ∗73 5. Press HOLD key to store. 6. Press ON/OFF key to end. Notice 1.
Index Built-In ACD Supervisor Guide Introduction 0 System Configuration FF1 System FF2 Trunks Introduction Index A 0 D System Configuration ACD Call Handling Program ....................................... 4 Data Clear ...................................................................44 Activating Supervisor Menu ...................................... 13 DELETE (FF3) ...........................................................10 FF1 Agent Features............................................
Index Introduction Built-In ACD Supervisor Guide INSERT (FF2)...............................................................9 K 0 System Configuration FF1 System Report Outline ............................................................ 32 Introduction S Key Assignment ....................................................50, 51 Service Flow ................................................................. 3 Service Flow Details Setting .............................................................
Built-In ACD Supervisor Guide Introduction Index Introduction Z Zip Tone ..................................................................... 51 0 0 System Configuration System Configuration FF1 FF1 System System FF2 FF2 Trunks Trunks FF3 FF3 Extensions Extensions FF4 FF4 FF-/Soft Keys FF-/Soft Keys FF5 FF5 Groups Groups FF6 FF6 TRS/ARS TRS/ARS FF7 FF7 Applications Applications FF8 FF8 Maintenance Maintenance Appendix A Appendix A Appendix B Appendix B S-ICX-5.
