Panasonic S-ICX technical manual Common Supervisor Menu Operations, Activating Supervisor Menu

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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.

Common Supervisor Menu Operations

Read this section first before using the supervisor features.

Activating Supervisor Menu

Operation

From Large Display Telephone:

1. Press the Log-in button (FF key).

SUPERVISOR	MENU
SYSTEM INFO	→
MIS REPORT	→
CUSTOMIZE	→

2.Enter the 4-digit supervisor ID. If a supervisor ID is not entered, you cannot enter the supervisor menu.

Make sure to assign the supervisor ID(s) at installation. (Default: [No assignment])

3.Select a desired menu by using the soft keys from the above screen.

DISP SYS INFO

→

4. For further operations, see desired section in this manual.

S-ICX-5.0-521 (ACD 4.0)

S-ICX (International) issued October 2000

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Contents Panasonic ICX Version 5.0 International ACD Version Issued OctoberPage Contents Index Agent FeaturesGeneral System Information ConfigurationSpecifications Basic Service Flow Operation ACD Call Handling ProgramSelecting Program Processing FF1 Edit FF2 Insert FF3 Delete FF6 ALL Delete Com Parameter1 Parameter2 Parameter3 Description Programming by CommandsFollowing describes the operation in each of the processes For details on settings see, Basic Service FlowSearch 2,020 Insert FF2 Delete FF3 ALL Delete FF6 Outline Transfer Destination Voice NumberActivating Supervisor Menu Common Supervisor Menu OperationsFrom Large Display Telephone Press the Log-in button FF key For further operations, see desired section in this manualCommon Supervisor Customisation Operations Supervisor CustomisationDirect Incoming Call Setting 2103005 Transferring Incoming Call Setting 2203005 Did Call Setting Enter the did ID using the 10-key pad Ext. Group Call Setting Enter the last incoming ACD port using the 10-key pad 3201 SettingChanging Supervisor IDs and User Information Recording ID Program Address 3301~3364 Setting Agent IDsThis procedure sets agent ID numbers and their groups Registration Confirming Agent IDs Setting Service Flow DetailsProgram Address 3401/3501/3601 Agent search method From the Supervisor Menu screen select System Supervisor MonitoringScreen explanation Traffic InformationAgent Status Waiting CallsFirst screen Press the Next key for additional informationSecond and the subsequent screens MIS Report FeaturesMIS Report Outline Agent Activity MIS Function Tabulation UnitGroup Following shows available reportCommon Operation of MIS Report MIS Report OperationACD Supervisor Mode Menu Flow Chart System ID Agent ID Group Setting Call Handling Hourly tabulation of each agent Agent ReportFirst date input + Hold key + Last date input + Hold key Weekly tabulation of each agent Group Report Daily tabulation of work unit count System ReportWork Unit Count Weekly tabulation of work unit count MIS data clear Other Features Data Clear and Output CancelIs the same as that for item O MIS data output confirmation/cancelUser Information Recording Built-In ACD Supervisor Guide Your Information Message Deletion Message. To Log-in / Log-out Log-in procedureLog-out procedure Work Unit Count Available/UnavailableSet the program setting for the Wrap function as follows Wrap FeaturePress the ON/OFF key and Prog key Select a vacant FF key Zip ToneKey Assignment Press Hold key to store Press ON/OFF key to end Press Redial key Select to feature code to assign∗73 Index FF1 ICX-5.0-521 ACD ICX International issued October Index-3

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