Panasonic S-ICX technical manual

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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.

The software and hardware described in this document may be used or copied only in accordance with the terms of the license pertaining to the said software or hardware.

Reproduction, publication, or duplication of this manual, or any part thereof, in any manner, mechanically, electronically, or photographically, is prohibited without permission of the Matsushita Communication Industrial Co. Ltd (MCI).

©Copyright 2000 by Matsushita Communication Industrial Co. Ltd (MCI)

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Contents ICX Version 5.0 International ACD Version Issued October PanasonicPage Contents Agent Features IndexConfiguration General System InformationSpecifications Basic Service Flow Operation ACD Call Handling ProgramSelecting Program Processing FF1 Edit FF2 Insert FF3 Delete FF6 ALL Delete Programming by Commands Com Parameter1 Parameter2 Parameter3 DescriptionFor details on settings see, Basic Service Flow Following describes the operation in each of the processesSearch 2,020 Insert FF2 Delete FF3 ALL Delete FF6 Transfer Destination Voice Number OutlineFrom Large Display Telephone Press the Log-in button FF key Common Supervisor Menu OperationsActivating Supervisor Menu For further operations, see desired section in this manualSupervisor Customisation Common Supervisor Customisation OperationsDirect 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 Setting Service Flow Details Confirming Agent IDsProgram Address 3401/3501/3601 Agent search method Supervisor Monitoring From the Supervisor Menu screen select SystemTraffic Information Screen explanationWaiting Calls Agent StatusPress the Next key for additional information First screenSecond and the subsequent screens MIS Report FeaturesMIS Report Outline MIS Function Tabulation Unit Agent ActivityFollowing shows available report GroupMIS Report Operation Common Operation of MIS ReportACD Supervisor Mode Menu Flow Chart System ID Agent ID Group Setting Call Handling Agent Report Hourly tabulation of each agentFirst 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 Other Features Data Clear and Output Cancel MIS data clearIs 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 Available/Unavailable Work Unit CountWrap Feature Set the program setting for the Wrap function as followsPress 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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