Panasonic S-ICX technical manual Available/Unavailable, Work Unit Count

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Section 521	Built-In ACD Supervisor Guide

Available/Unavailable

Pressing the UNAVAILABLE key from an idle terminal which is logged in places the extension in the Unavailable status temporarily. This UNAVAILABLE excludes the telephone from candidates of ACD incoming calls. Pressing the key again returns the telephone into the Available status. This key’s LED illuminates in green for the Available status and red for the Unavailable status. Same as the LOGIN key, the UNAVAILABLE key LED goes off with log-out procedure.

Operation

To activate UNAVAILABLE status:

Press the green/UNAVAILABLE key (the key LED illuminates in red).

To return to AVAILABLE status:

Press the red/UNAVAILABLE key (the key LED illuminates in green).

Notice

1.UNAVAILABLE key must be assigned in advance (See Key Assignment).

2.If an agent does not answer an ACD incoming call before a specific time (Initial: 10 sec.), the agent will become UNAVAILABLE automatically.

Work Unit Count

Work Unit Codes can be preset with the Work Unit Count key. When used, they appear in the MIS report. For example, 01 for claims, 02 for sales, 03 for brochure. A maximum of 20 codes can be entered (set at installation).

Operation

1.Press Work Unit key while ACD call.

This lights the LED in red. Pressing the key again turns off the LED and deletes code. The number of codes per call is not restricted (multiple count is allowed).

Notice

1.The Work Unit Count key is effective only from an agent telephone and while the telephone is engaged in an ACD call.

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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