Panasonic S-ICX technical manual Basic Service Flow

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Section 521	Built-In ACD Supervisor Guide

Basic Service Flow

The following chart shows the basic flow of ACD services.

Commands can be used to set any call distribution operation in the ACD Call Handling Program.

At initial start-up of ACD, programming is performed automatically using default sample programs.

Figure 2.

Call Incoming

Setting of the ACD-tar-

geted call and ACD Call

No

Handling Program num-

ber is performed by pro-

ACD-targeted call?

See

gram setting 2101 to

Yes

Note

2124 and 2201 to 2224.

•

Type :CO (Exchange)

Wait for stop of

Read ACD Call Han-

line/AC15/

dling Program number

E&M Tie line

incoming call,

corresponding to target

•

Mode :Direct incom-

then disconnect.

CO (Exchange) line.

ing call/trans-

ferred

incoming call

Perform call distribu-

•

ACD Call Handling

Program number: 1

tion operation accord-

ing to ACD Call

Handling Program

Any program for the ACD

number.

Call Handling Program

number can be set by 4101

to 4104 using commands.

The built-in VM

corresponding

Call built-in VM

to VM number

according to specified

(1 to 4) can be

VM number.

set by program

setting 4201 to

4204.

Agent extension

Extension other

line of agent group

Built-In VM

than agent’s.

Disconnection

1, 2 or 3

Note:

•If there is a transferred incoming call (incoming call type either CO (Exchange) line or AC15/E&M Tie line) during an extension line incoming call, this is considered as an ACD-targeted call.

S-ICX-5.0-521 (ACD 4.0)

S-ICX (International) issued October 2000

3

Image 7

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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