Panasonic S-ICX technical manual Confirming Agent IDs, Setting Service Flow Details

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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

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

CUSTOMIZE MENU →

or

1.From [AGENT ID] screen, press the soft key 3 or 8 to select [CONFIRMATION].

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. Select the agent group whose agent IDs are to be confirmed, by using soft keys.

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.Registered agent ID numbers are displayed (The figure on left shows a list of agent group 1). To scroll up/down the screen, use the PREV or NEXT key.

4.To return to [CUSTOMIZE MENU] screen, press the soft key 5 or 10.

Setting Service Flow Details

Outline

This procedure makes a variety of settings such as service flow setting, separately for agent group 1, agent group 2, and agent group 3.

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S-ICX (International) issued October 2000

S-ICX-5.0-521 (ACD 4.0)

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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 ACD Call Handling Program Selecting Program ProcessingOperation 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 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 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 screenMIS Report Features MIS Report OutlineSecond and the subsequent screens 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 System Report Work Unit CountDaily tabulation of work unit count Weekly tabulation of work unit count Other Features Data Clear and Output Cancel MIS data clearMIS 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 Available/Unavailable Work Unit CountWrap Feature Set the program setting for the Wrap function as followsZip 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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