Panasonic S-ICX technical manual Program Address 3401/3501/3601 Agent search method

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Section 521	Built-In ACD Supervisor Guide

Operation

CUSTOMIZE	MENU
LINE REGIST.	→
SYSTEM ID	→
AGENT ID	→
GROUP SETTING	→
CALL HANDLING	→
GROUP SETTING
GROUP 1	→
GROUP 2	→
GROUP 3	→

3401:1

GROUP 1

1:LEAST BUSY 2:LONGEST IDLE

CUSTOMIZE MENU →

1.From [CUSTOMIZE MENU] screen, press the soft key 4 or 9 select [GROUP SETTING].

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

3.First setting (3401) for the selected group is displayed. Enter a set value, then press the HOLD key to validate setting. Every time the HOLD key is pressed without set values specified, the next setting item is displayed. Press FL/R key to return to the previous setting.

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

Setting

If the first two digits of a setting number is [34], the setting pertains to group 1, and [35], to group 2 and [36] to group 3. The following explanation, therefore, shows group 1/group 2/group 3 settings.

Program Address 3401/3501/3601: Agent search method

Set the agent search method. Select either of the following:

1:LEAST BUSY FIRST setting. This mode first selects the agent whose busy rate (total busy time/total Login time) is the lowest in the group for the day.

2:NEXT AVAILABLE FIRST setting. This mode selects the agent which is placed in idle status for the longest duration following the last talking status.

Note: For both 1&2, only ACD calls will be counted as busy time or busy status.

Program Address 4101-4104: ACD Call Handling Program

Commands are used to set any call distribution operation to ACD Call

Handling Program numbers (4101 to 4104).

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 Selecting Program Processing ACD Call Handling ProgramOperation 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 Changing Supervisor IDs and User Information Recording ID Setting3201 This procedure sets agent ID numbers and their groups Setting Agent IDsProgram 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 Outline MIS Report FeaturesSecond 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 Work Unit Count System ReportDaily tabulation of work unit count Weekly tabulation of work unit count MIS data clear Other Features Data Clear and Output CancelUser Information Recording MIS data output confirmation/cancelIs the same as that for item O Built-In ACD Supervisor Guide Your Information Message Deletion Message. To Log-out procedure Log-in procedureLog-in / Log-out Work Unit Count Available/UnavailableSet the program setting for the Wrap function as follows Wrap FeatureKey Assignment Zip TonePress the ON/OFF key and Prog key Select a vacant FF key ∗73 Press Redial key Select to feature code to assignPress 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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