Built-In ACD Supervisor Guide

Section 521

 

 

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).

Program Address 4201-4204: Transferring Voice Mail access number Sets the voice mail extension line number and access code corresponding to the transfer destination voice mail number (1 to 4).

Supervisor Monitoring

The ACD system can be monitored by the supervisor. Note that data is updated every 10 seconds while the monitoring screen is displayed.

Operation

Details are given in each feature section. The following shows the operation of the supervisor monitoring from the [SUPERVISOR MENU] screen:

SUPERVISOR

MENU

SYSTEM INFO

MIS REPORT

CUSTOMIZE

DISP SYS INFO

SYSTEM INFO

AGENT GROUP1

AGENT GROUP2

AGENT GROUP3

SYSTEM INFO

AGENT GROUP 1

TRAFFIC INFO WAITING CALL AGENT STATUS

1.From the [SUPERVISOR MENU] screen:

Group 1 monitoring: Press the soft key 1 or 6 to select [SYSTEM INFO (G1)].

2.Group 1 monitoring: Press the soft key 1 or 6 to select Agent Group 1.

Group 2 monitoring: Press the soft key 2 or 7 to select Agent Group 2.

Group 3 monitoring: Press the soft key 3 or 8 to select Agent Group 3.

3.After selecting one of the above groups, the following menu selection screen appears. Use soft keys to select a desired item. This figure shows the case where [AGENT GROUP 1] is selected.

576-3.6-521 (ACD 4.0)

DBS 576 (USA) issued October 2000

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Panasonic DBS 576 manual Supervisor Monitoring, Program Address 4101-4104 ACD Call Handling Program

DBS 576 specifications

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