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Panasonic KX-TDA15 Monitoring the Status of Waiting Calls

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1.8 Utilising the Call Centre

112 User Manual

1.8.2 Monitoring and Controlling the Call Status of an Incoming Call Distribution Group (Incoming Call Distribution Group Monitor)

The extension assigned as a Supervisor extension can monitor and control the stat us of other

extensions in an incoming call distribution group. It should have a PT with 6-line display. The display

and DSS buttons show as follows:

Monitoring the Status of Waiting Calls

The Supervisor extension can monitor the status of calls waiting to be answered in the queue. If an

incoming call distribution group has an overflowed call, the display shows the status automatically.

The following information is displayed.

<Queuing Monitor>

• The current date/time

• The ICD Group extension number/name

• The number of waiting calls

• The longest waiting time

<Call Log History>

• The date/time when cleared at last time

• The total number of received calls

• The number of overflowed calls

• The number of unanswered calls

• The average waiting time of queuing calls

— Monitoring the Stat us of Waiting Calls

— Monitoring and Chan ging the Log-in/Log-out Status of Extensions

<Display>

Date/Time &

extension no.

<DSS>

Busy Status Monitor

Initial Display

<Display>

Queuing Monitor

<DSS>

Busy Status Monitor

Monitoring the

Call Status

<Display>

Call Log History

<DSS>

Busy Status Monitor

<Display>

Queuing Monitor

<DSS>

Log-in/Log-out Monito

r

Monitoring the Call Statu

s

and Log-in/Log-out Statu

s

"SPRVS"

"EXIT""EXIT"

"LOG""EXIT"

739

ICD Group: Incoming Call Distribution Group

ICD Group

extension

no.

Contents

Main Feature Highlights 1.8 Utilising the Call Centre (Page 109) 1.9.3 If a Voice Processing System is Connected (Page 119) Appendix (Page 177) Consult your dealer 1.1 Before Operating the Telephones (Page 12) Consult your dealer Call Centre !! Important Information WARNING SAVE THESE INSTRUCTIONS http://doc.panasonic.de Attention Table of Contents 2 Manager Operation................. ..................................................... 139 3 Customising Your Phone & System .......................................... 149 Page Page Page 1.1 Before Operating the Telephones 1.1.1 Before Operating the Telephones What Kind of Telephone Can Be Used? Registration for Your Portable Station (PS) Feature Numbers Tone Display Left Your Extension Number Using a Navigator Key/Jog Dial/Volume Key Examples Restrictions 0 9 8 When You Use a Panasonic Proprietary Telephone Fixed Buttons Page Page Customised Buttons Page Page How to Follow the Steps An example of system operation is shown below. Calling Another Extension 1.1 Before Operating the Telephones Connection Example This diagram shows you a connection example. 1.2 Making Calls 1.2.1 Basic Calling To another extension (Intercom Call) Calling Another Extension To an operator (Operator Call) Calling an Outside Party 8 / 0 9 To select an idle outside line automatically (Automatic Line Access) Making a Call to a Private Network (TIE Line Access) PT and Using an Account Code (Account Code Entry) PT/SLT/PS 1.2.2 Easy Dialling With a One Touch Button (One-touch Dialling) To store a phone number Using Numbers Stored at Your Extension (Personal Speed Dialling) To dial Using Numbers Stored in the PBX (System Speed Dialling) To call using a directory, refer to "1.11.2 Using the Directories". To store a phone number You can make calls using speed dialling numbers stored in the PBX. To a Preset Number by Going Off-hook (Hot Line) Using a Preprogrammed Number (Quick Dialling) 4 0 7 1.2.3 Redial Redialling the Last Number You Dialled (Last Number Redial) 1.2.4 When the Dialled Line is Busy or There is No Answer Reserving a Busy Line (Automatic Callback Busy) To answer the callback ringing from an idle extension To set (for both extension and outside line) While hearing a busy tone Setting Callback on an ISDN Line (Completion of Calls to Busy Subscriber [CCBS]) 6 While hearing a callback ringing 4 6 While hearing a busy tone Sending a Call Waiting Tone (Call Waiting) For a caller To leave a message waiting indication PT and SLT To leave/cancel a message waiting indication PT/SLT/PS When the called extension is busy or does not answer Page Page Joining an Existing Call (Executive Busy Override) Intercom call Outside call To join For the joined extension To talk to each party alternately Monitoring Another Extension (Call Monitor) To an Extension Refusing the Call (DND Override) 1.2.5 Accessing the ISDN Service (ISDN Service Access) To access PT/PS 1.2.6 Alternating the Calling Method (Alternate Calling Ring/Voice) To change the method Ring Ring Hello OR After dialling 1.2.7 Calling without Restrictions Using Your Calling Privileges at Another Extension (Remote COS Access) To call with a verified code (Verified Code Entry) To call (Walking COS) Using Your Calling Privileges at Another Extension (Remote COS Access) 1.2.8 To Access Another Party Directly from Outside (Direct Inward System Access [DISA]) Calling through DISA To call an extension From Outside Telephone In No Security Mode/Trunk Security Mode From Outside Telephone DISA your extension no. verified code From Outside Telephone Page 1.2.9 Setting Your Telephone from Another Extension or through DISA (Remote Setting) From Outside Telephone Through DISA From another extension 7 4 1.3 Receiving Calls 1.3.1 Answering Calls 1.3.2 Answering Hands-free (Hands-free Answerback) 1.3.3 Answering a Call Ringing at Another Telephone (Call Pickup) Answering a Call from Another Telephone (Call Pickup) 2 0 7 14 Denying Other People the Possibility of Picking Up Your Calls (Call Pickup Deny) 1.3.4 Answering a Call via an External Speaker (Trunk Answer From Any Station [TAFAS]) 1.3 Receiving Calls 1.3.5 Using the ANSWER/RELEASE Button To answer To talk to a waiting caller To transfer a call While hearing a call waiting tone To transfer an outside call to an extension with a one-touch operation To end a conversation Create or edit an Answer button or a Release button. During a conversation 1.3.6 Identifying Malicious Calling Parties (Malicious Call Identification [MCID]) To request MCID 7 3 During a conversation or when hearing a reorder tone after the calling party hangs up. 1.4 During a Conversation 1.4.1 Transferring a Call (Call Transfer) To transfer Transferring to an Extension on the PBX To transfer with one-touch (One-touch Transfer) Transferring to an Outside Party Using the PBX Service Some extensions may be restricted from performing this feature. outside line outside Page Transferring a Call Using the ISDN Service (Call Transfer [CT] by ISDN) 3.1.3 Customising the Buttons Create or edit an ISDN-Hold button. 1.4.2 Holding a Call Holding 0 5 05 To hold (Call Hold) To retrieve a call (Call Hold Retrieve) At the holding extension (Call Hold Retrieve) Holding in a System Parking Zone (Call Park) SLT 2 5 To retrieve (Call Park Retrieve) 2 5 PT/SLT/PS 1.4.3 Talking to Two Parties Alternately (Call Splitting) To alternate between the parties leaving one party on hold temporarily To leave the conversation and then let the two parties talk 1.4.4 Answering Call Waiting Answering Call Waiting in the PBX 2. To hold the current call and then talk to the new party 1. To disconnect the current call and then talk to the new party Answering Call Waiting in the PBX Answering Call Waiting from the Telephone Company 5 Page Answering Call Waiting from the Telephone Company 6 0 1.4.5 Multiple Party Conversation Adding Other Parties during a Conversation (Conference) You can add one or more parties to your conversation. To add four or more parties to a conference To talk to two parties alternately in a three-party conversation To disconnect one party and then talk to the other in a three-party conversation Leaving a Conference (Unattended Conference) To leave a conference To return while others are talking To complete a conversation During 3- to 7-party conference Leaving a Conference (Leaving Three-party Conference) Letting a Third Party Join Your Call (Privacy Release) You can let a third party join your current outside call. Only an S-CO button can be used for this operation. 26 3 To complete a conversation Create or edit an ISDN-Hold button. 1.4.6 Mute 1.4.7 Letting Other People Listen to the Conversation (Off- hook Monitor) During a conversation using the handset 1.4.8 Using the Headset (Headset Operation) To talk using the headset To talk in hands-free mode during a conversation using the headset To use the handset during a conversation using the headset Page 1.5 Before Leaving Your Desk 1.5.1 Forwarding Calls Forwarding Your Calls (Call Forwarding [FWD]) To set from another extension destination outside line access no. To set the timer for "No Answer" and "Busy/No Answer" time 1 3 7 destination outside line access no. ICD Group: Incoming Call Distribution Group (1) (2) a) b) Forwarding Your Calls Using ISDN Service (Call Forwarding [CF]by ISDN) 7 5 your MSN desired phone no. line no. Page 1.5.2 Showing a Message on the Callers Telephone Display (Absent Message) 7 5 0 7 5 0 # Page 1.5.3 Preventing Other People from Using Your Telephone (Extension Lock) To lo ck 0 7 7 To unlock 1 7 7 1.6 Making/Answering an Announcement 1.6.1 Paging During a conversation If the group which you paged is already being used for paging, you hear a busy tone. Paging and then Transferring a Call Page 1.6.2 Answering/Denying a Paging Announcement Any Telephone To make/answer a broadcasting call For a caller To make a conversation with a specific party broadcasting group no. 32 To make a conversation with a party in the groups preassigned order To end a conversation with a specific party For a called extension To send a notification tone to the caller and join a conversation Caller A conversation can be established with a maximum of 4 parties (including the caller). Called Party 1.7 Setting the Telephone According to Your Needs 1.7.1 Setting the Alarm (Timed Reminder) To confirm 1.7.2 Refusing Incoming Calls (Do Not Disturb [DND]) (1) (2) a) b) 1.7.3 Receiving Call Waiting (Call Waiting/Off-hook Call Announcement [OHCA]/Whisper OHCA) To set/cancel for intercom calls 3 2 7 To set/cancel for outside calls PT/SLT/PS 2 7 To show/prevent To show/prevent 1.7.7 Preventing Other People from Joining Your Conversation (Executive Busy Override Deny) 1.7.8 Turning on the Background Music (BGM) 1.7.9 Protecting Your Line against Notification Tones (Data Line Security) 1.7.10 Checking the Time Service Status 1.7.11 Setting the Parallelled Telephone to Ring (Parallelled Telephone) DPT 3 9 1.7.12 Using Your PS in Parallel with a Wired Telephone (Wireless XDP Parallel Mode) PS 4 8 1 PSPS 4 8 0 1.7.13 Clearing Features Set at Your Extension (Extension Feature Clear) 9 0 7 1.8 Utilising the Call Centre 1.8.1 Leaving an Incoming Call Distribution Group (Log-in/ Log-out, Wrap-up) To set Log-in/Log-out 3 67 1.8 Utilising the Call Centre To enter/leave the Not Ready mode To set/cancel the Not Ready mode or to leave the Wrap-up mode (To enter the Ready mode) PT/SLT/PS PT/PS Page Monitoring the Status of Waiting Calls Initial Display 1.8 Utilising the Call Centre To monitor To clear Call Log History Monitoring and Changing the Log-in/Log-out Status of Extensions 3 9 7 LOG CLEAR To change the Log-in /Log-out mode 1.8.3 Forwarding a Waiting Call (Manual Queue Redirection) To forward the waiting call 1.9 Using User-supplied Equipment 1.9.1 If a Doorphone/Door Opener is Connected 3 1 To call the doorphone Doorphone Call Opening a Door (Door Open) 1.9.2 If a Host PBX is Connected Accessing External Services (External Feature Access [EFA]) 6 0 <Example> To hold the current call and then talk to the new party PT/PS SLT 1.9.3 If a Voice Processing System is Connected Call Forwarding to Voice Mail (Voice Mail Integration) To forward your calls to your mailbox 1.9 Using User-supplied Equipment To transfer a call to a mailbox To listen to messages Create or edit a Voice Mail Transfer button or a Message button. *Indication tone after off-hook You can access a voice mail with one-touch. desired extension no. Screening Calls (Live Call Screening [LCS]) Before operating To cancel Live Call Screening To set Live Call Screening Operation Flowchart Hands-free Mode Private Mode Monitoring Stop monitoring Answering the call the call Stop Recording a Conversation (Two-way Record) To record into your mailbox To record into another mailbox with one-touch (One-touch Two-way Transfer) To record into another mailbox (Two-way Transfer) another Page 1.10 After Moving to a New Location in the Office 1.10.1 Using the Same Settings as Your Previous Extension (Walking Extension) 2 77 1.11 Using a Display Proprietary Telephone 1.11.1 Using the Call Log To confirm the log information with the Navigator key Calling with the Incoming Call Log To confirm the log information with the Call Log button To clear the log information To store the callers information in personal speed dialling While confirming the log information While confirming the log information While confirming the log information Calling with the Outgoing Call Log To call with the REDIAL button To store the callers information in personal speed dialling When the desired party is displayed 1.11.2 Using the Directories Calling with the Directory To store a Personal Speed Dialling Directory item To select and call Storing Names and Numbers Entering Characters Page Page Page Page $%&@() # /+=<> 1.11.3 Accessing System Features (System Feature Access) To access "Feature Access" menu and select the feature T7600 Page Page 2.1 Control Features 2.1.1 Extension Control Changing the Settings of Other Extensions To lock/unlock other extensions (Remote Extension Lock) 2.1 Control Features 2.1.2 Time Service Mode Control To select the time service switching mode (Automatic/Manual) To change the time mode (Day/Night/Lunch/Break) 8 0 7 Page 2.1.3 Restriction Level Control (Dial Tone Transfer) During a conversation with an extension 2.1.4 Turning on the External Background Music (BGM) 2.1.5 Recording Outgoing Messages (OGM) To record To play back 1. 2. To record from an external BGM (MOH) port <KX-TDA100/KX-TDA200> <KX-TDA15/KX-TDA30> BGM port number BGM port Page Page Page 3.1 Customising Your Phone (Personal Programming) 3.1.1 Customising Your Phone (Personal Programming) Assigning an Extension PIN to Your Extension (Extension PIN [Personal Identification Number]) 1. 2. 3. 4. 5. 7 9 9 3.1.2 Settings on the Programming Mode Setting Features Page Page Page / Page To store the names and numbers in personal speed dialling 3.1 Customising Your Phone (Personal Programming) To edit the names and numbers of personal speed dialling personal speed CLEAR number/character Clearing Features 3.1 Customising Your Phone (Personal Programming) 3.1.3 Customising the Buttons Page 49 1234 ] # 0/9 To clear the button 3.2 Manager Programming 3.2.1 Programming Information 3.2.2 Manager Programming Changing Call Charges and Extension Control Page 3.3 Customising Your System (System Programming) 3.3.1 Programming Information Icon Descriptions Procedure 1. 3. 2. 3.3 Customising Your System (System Programming) 3.3.2 System Programming Date & Time [000] AM/PM [In 24-hour Format] The proprietary telephones display the current date and time while o n-hook. [In 12-hour Format] System Speed Dialling Number [001] 49 ] 1234 # System Speed Dialling Name [002] Extension Number [003] You can assign an extension number to each extension. 0 0 2 003 Extension Name [004] Page Page 4.1 Troubleshooting 4.1.1 Troubleshooting Troubleshoo ting Page Page 4.2 Feature Number Table 4.2.1 Feature Number Table Page Page Page Page Page Page Page Page 4.3 What is This Tone? 4.3.1 What is This Tone? When going off-hook While on-hook When you make calls Tone 2 Tone 3 Tone 4 Busy Tone Reorder Tone While off-hook When talking to an outside party When setting the features or programming Page 4.4 Revision History 4.4.1 KX-TDA100/KX-TDA200 Version 1.1 New Contents Changed Contents 4.4.2 KX-TDA30 Version 1.1 New Contents Changed Contents Page Page A B C D E F G H I N O P Q R T U V W Y