Panasonic S-ICX technical manual Contents

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	Contents
General System Information	1
Configuration	1
Specifications	2
Basic Service Flow	3
ACD Call Handling Program	4
Selecting Program Processing	4
Programming by Commands	6
Transfer Destination Voice Number	12
Supervisor Features	13
Common Supervisor Menu Operations	13
Activating Supervisor Menu	13
Common Supervisor Customisation Operations	14
Supervisor Customisation	14
Direct Incoming Call Setting	15
Transferring Incoming Call Setting	17
DID Call Setting	19
Ext. Group Call Setting	21
Changing Supervisor IDs and User Information Recording ID	......................... 23
Setting Agent IDs	24
Confirming Agent IDs	26
Setting Service Flow Details	26
Supervisor Monitoring	28
Traffic Information	29
Waiting Calls	30
Agent Status	30
MIS Report Features	32
MIS Report Outline	32

S-ICX-5.0-520 (ACD 4.0)

S-ICX (International) issued October 2000

iii

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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 ACD Call Handling Program Selecting Program ProcessingOperation 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 NumberFor further operations, see desired section in this manual Common Supervisor Menu OperationsActivating Supervisor Menu From Large Display Telephone Press the Log-in button FF keyCommon 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 Setting Changing Supervisor IDs and User Information Recording ID3201 Setting Agent IDs This procedure sets agent ID numbers and their groupsProgram Address 3301~3364 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 informationMIS Report Features MIS Report OutlineSecond and the subsequent screens 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 System Report Work Unit CountDaily tabulation of work unit count Weekly tabulation of work unit count MIS data clear Other Features Data Clear and Output CancelMIS data output confirmation/cancel User Information RecordingIs the same as that for item O Built-In ACD Supervisor Guide Your Information Message Deletion Message. To Log-in procedure Log-out procedureLog-in / Log-out Work Unit Count Available/UnavailableSet the program setting for the Wrap function as follows Wrap FeatureZip Tone Key AssignmentPress the ON/OFF key and Prog key Select a vacant FF key Press Redial key Select to feature code to assign ∗73Press Hold key to store Press ON/OFF key to end Index FF1 ICX-5.0-521 ACD ICX International issued October Index-3

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