576-3.6-521 (ACD 4.0) DBS 576 (USA) issued October 2000 iii
ContentsGeneral 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................................................................. 11
Silent Monitor. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13
Supervisor Features............................................................................... 15
Common Operation of Supervisor Menu . . . . . . . . . . . . . . . . . . . . . . . . . . 15
Activating Supervisor Menu.............................................................................. 15
Displaying System Information......................................................................... 16
Common Operation for Supervisor Customization......................................... 17
Supervisor Customization. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17
Direct Incoming Call Setting.............................................................................. 18
Transferring Incoming Call Setting................................................................... 20
Changing Supervisor IDs and User Information Recording ID...................... 22
Registering Agent IDs........................................................................................ 23
Confirming Agent IDs......................................................................................... 25
Setting on Service Flow Details........................................................................ 26
Supervisor Monitoring . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27
Traffic Information.............................................................................................. 28
Waiting Call......................................................................................................... 29
Agent Status....................................................................................................... 30