ACD Report Server KX-NCV200 | Panasonic KX-TDE200, KX-TDE100

ACD Report Server

(KX-NCV200)

This PBX supports Voice Processing Systems (VPS) with an ACD Report Server. In addition to VPS features, the ACD Report Server provides you with a variety of features, such as

Phone Assistant (PA)

This application allows you to use your computer to access PBX features, providing advanced call handling capabilities to ensure that each call is handled efficiently.

monitoring, reporting, and creating performance graphs, to manage call information efficiently.

<Report Sample: Incoming Calls>

Jack 5

John

Nick7

5

Computer

(PA Server)

Computer

(Client)

Computer

(Client)

Consult your dealer

Call Centre

This PBX offers a built-in Call Centre feature called Incoming Call Distribution (ICD) Group. Incoming calls to an ICD Group can be queued or redirected to a preprogrammed destination, answered in order of priority and monitored by a supervisor extension.

ICD Group

Customers

Queuing

1.9 Utilising the Call Centre (Page 141)

Consult your dealer

User Manual

3

Image 3

Panasonic KX-TDE200, KX-TDE100 user manual ACD Report Server KX-NCV200

Contents

Pure IP-PBX KX-TDE100 IP Communication Feature Highlights ACD Report Server KX-NCV200 This Manual Important Notice Trademarks Important Information Safety InstructionsPage TAM For users in New Zealand only For business users in the European Union For Future Reference Table of Contents 166 Utilising the Call Centre 141148 159 Customising Your System System Programming 215 Troubleshooting 224Feature Number Table 227 What is This Tone? 238Page Section Operation What Kind of Telephone Can Be Used? Proprietary telephone with a special feature button such asBefore Operating the Telephones Before Operating the Telephones Your Extension Number Feature NumbersTone Display Using a Navigator Key/Jog Dial/Volume Key ExamplesRestrictions Icon Descriptions When You Use a Panasonic Proprietary Telephone Buttons on the PTFlexible Buttons Auto DIAL/STORE Pause Auto ANS Auto Answer/MUTE Soft Buttons Conf Conference Transfer Hold DND Call Forwarding FWD/Do Not Disturb Programmable Feature PF Navigator Key/Jog Dial/Volume Key Customised Buttons Button Feature SDN Customising Your Phone How to Follow the StepsFor quick operation Hands-free Operation Pure IP-PBX Connection Example To call an extension Intercom Call Making CallsBasic Calling Calling Another Extension Calling an Outside Party To call an operator Operator CallOutside Phone no Call Charge Reference Making a Call to a Private Network TIE Line AccessTo select the specified outside line To call Enter account code Using an Account Code Account Code EntryTo call with one touch Account code Customising the Buttons Create or edit an Account button Easy Dialling With a One-touch Button One-touch DiallingTo store a phone number Dial personal speed Using Numbers Stored in the PBX System Speed DiallingTo dial Press Auto Dial 740 To a Preset Number by Going Off-hook Hot LineTo set/cancel Desired Phone no Using a Preprogrammed Number Quick Dialling Quick dialling noDial quick dialling Redial Redialling the Last Number You Dialled Last Number RedialAutomatic Redial To answer the callback ringing from an idle extension When the Dialled Line is Busy or There is No AnswerReserving a Busy Line Automatic Callback Busy To set for both extension and outside line To answer the callback ringing from an idle outside line To cancel callback ringing Automatic Callback Busy Cancel To cancel Ccbs Cancel Sending a Call Waiting Notification Call WaitingTo answer while hearing a callback ringing To leave/cancel a message waiting indication For a caller To leave a message waiting indicationPress Message To clear message waiting indications left on your extension To call back PDN , or SDN Joining an Existing Call Executive Busy OverrideTo join an intercom call To join an outside call Monitoring Another Extension Call Monitor To monitorPress Transfer To an Extension Refusing the Call DND Override Accessing the Isdn Service Isdn Service Access To accessOutside line To change the method Alternating the Calling Method Alternate Calling-Ring/ Voice Extension PIN Calling without RestrictionsTo call Walking COS To call with a verification code Verification Code Entry Dial your extension number Calling through DisaTo call an extension Dial Disa To retry To call an outside party Making Calls Extension no From another extensionThrough Disa Your Answering Calls Receiving Calls Red on Set Answering Hands-free Hands-free Answerback Answering a Call Ringing at Another Telephone Call Pickup Answering a Call from Another Telephone Call Pickup720 Through an external speaker Speaker noDial speaker To talk to a waiting caller Using the ANSWER/RELEASE ButtonTo answer To transfer a call To end a conversation Recall/hookswitch To request McidPress Transfer or To transfer During a ConversationTransferring a Call Call Transfer Transferring to an Extension in the PBX Hookswitch Extension number To transfer with one touch One-touch TransferPress Recall Transferring to an Outside Party Using the PBX Service Press Recall/hookswitch Seize outside linePress Transfer Seize outside line Press ISDN-Hold Dial phone number Hookswitch Holding a Call HoldingTo hold Call Hold Holding extension Number To retrieve a call Call Hold RetrieveHeld line no Then held line number 3 digits Flashing green slowly Your held call Hold Mode Change PT onlyHolding in a System Parking Zone Call Park To set Parking zone no Hookswitch Zone number 2 digitsTo retrieve Call Park Retrieve Parking zone no. Specified After you park a call, you can perform other operations Press Recall Dial the other partys Talking to Two Parties Alternately Call Splitting To leave the conversation and then let the two parties talk SDN, or Intercom Answering Call WaitingAnswering Call Waiting in the PBX To hold the current call and then talk to the new party Press CO, ICD Group, PDN SDN, or Intercom Press CO , ICD Group , PDN SDN , or Intercom To hold the second call and then talk to the original party Answering Call Waiting from the Telephone Company To return to the original party, repeat the operationPress FLASH/RECALL Press Transfer Desired Multiple Party ConversationAdding Other Parties during a Conversation Conference To establish a conference call Press Recall Dial desired CO, PDN, or SDNOr Transfer To add another party on hold to a conference To add four or more parties to a conference Press FLASH/RECALL Press Recall/hookswitch To complete a conversation Leaving a Conference Unattended ConferenceTo leave a conference To return while others are talking To leave a conference involving two outside parties Leaving a Conference Leaving Three-party Conference Press ISDN-Hold Dial desired phone Letting a Third Party Join Your Call Privacy Release Tone Enter Talk with multiple parties PT/SLT/PS Flashing red Mute Mute Press SP-PHONE If parts of the conversation cannot be heard Using the Headset Headset Operation To talk using the headsetTo use the handset during a conversation using the headset Customising Your Phone Using a PDN/SDN Button Light Pattern PDN Button Status SDN Button Status Red on Enhanced DSS Key ModeStandard SDN Key Mode SDN Direct Dial Call Hold and Call Hold Retrieve Call Hold RetrievePDN or SDN Call Transfer Using SDN Button To transfer a call to a PDN extensionCustomizing Your Phone Before Leaving Your Desk Forwarding CallsForwarding Your Calls Call Forwarding FWD Outside Calls Follow Me To set Follow Me from another extensionEnter required Then outside phone number ICD Group Extension no To set the timer for No Answer and Busy/No AnswerFlashing red slowly DND mode Time When in FWD/DND Setting Mode When in FWD/DND Cycle Switch Mode Virtual PS FWD/DND Settings Using Fixed FWD/DND ButtonTo switch FWD/DND status for outside calls To switch FWD/DND status for intercom calls To set and clear FWD/DND for outside/intercom calls FWD/DND button To set ringing To cancel ringing Your MSN To cancelWhen you do not answer Call Forwarding No Reply Cfnr Unconditional Call Forwarding Unconditional CFU To confirm the condition Operation No Using Voice Messaging Built-in Simplified Voice Message SVM Recording a Normal Greeting Message To recordTo play back To clear Recording a Greeting Message for Each Time Mode Enter Time mode Enter the floating extension Number for the SVM featureRedirecting Your Calls to Your Message Box Enter required number Leaving Voice Messages Until desired SVM Log Listening to Voice Messages Left by CallersTo listen to voice messages To clear the voice message that you are listening to Message in your own message box To leave a voice message directly in the message boxAnother extension Enter desired extension number To play back your greeting message and record a voice Enter extension PIN To listen to voice messages while your display is lockedTo clear voice messages from the SVM Log Your Extension PIN Accessing Your Message Box from an Outside Telephone Desired extension no 750 Message no Message Example Before Leaving Your Desk To lock To unlockTo make an outside call while your extension is locked Before Leaving Your Desk Paging and then Transferring a Call Making/Answering an AnnouncementPaging Group Paging Making/Answering an Announcement Answering/Denying a Paging Announcement To allow/deny a paging announcement Paging Deny721 Group number 1 digit To make/answer a broadcasting callFor a caller To make a conversation with a specific party Dial broadcasting To end a conversation with a specific party Press Recall/ hookswitch 760 Setting the Telephone According to Your NeedsSetting the Alarm Timed Reminder Hour/minute To stop or answer the ringback To confirmPress Transfer several times Refusing Incoming Calls Do Not Disturb DND Do Not Disturb DNDOff-hook Enter Red on FWD mode Flashing red slowly DND mode Switching FWD/DND Status Using Fixed FWD/DND Button To switch the FWD/DND status for intercom calls To switch the FWD/DND status for outside calls Whisper Ohca To set/cancel for intercom calls Manual Call WaitingTo set/cancel for outside calls Automatic Call Waiting Call Waiting Tone Clip To show/prevent Show Prevent Tone Off-hook Enter 7 Enter 0 to show 733 751 Enter BGM number To select and set/cancelTurning on the Background Music BGM BGM no 730 Press Transfer or Time Service Day/Night/Lunch/Break Checking the Time Service StatusGreen on Lunch mode Flashing green Break mode Flashing red Holiday mode DPT Some wired telephones are prohibited from using this feature Allow Features Default SettingDisable No call Disable No tone Utilising the Call Centre To set Log-in/Log-outICD Group 735 To enter/leave Not Ready modePress Log-in/Log-out Press Log-in/Log-out of a specified group Flashing red Wrap-up mode Monitoring the Status of Waiting Calls Queuing MonitorCall Log History 739 Enter ICD Group To clear Call Log History To change the Log-in /Log-out mode To forward the waiting call Forwarding a Waiting Call Manual Queue Redirection Using User-supplied Equipment If a Doorphone/Door Opener is ConnectedDoorphone Call Opening a Door Door Open From a specified extensionFrom any extension while talking to the doorphone Enter relay number To switch on the relayIf an External Relay is Connected Relay no To answer a sensor call If an External Sensor is Connected Accessing External Services External Feature Access EFA If a Host PBX is ConnectedPress FLASH/RECALL or EFA If a Voice Processing System is Connected Call Forwarding to Voice Mail Voice Mail IntegrationTo forward your calls to your mailbox Transfer Extension number To transfer a call to a mailboxTo listen to messages Press Voice Mail To set Live Call Screening To cancel Live Call ScreeningScreening Calls Live Call Screening LCS Before operating Flashing green slowly Monitoring Operation Flowchart Recording a Conversation To record into your mailbox Two-way RecordTo record into another mailbox Two-way Transfer Customising Your Phone Red on Check-in Administrative FeaturesCheck-in To check Press Check-out Check-outTo check out a room with/without printing an invoice To check out with an invoice Enter other charges 001 24 H* hour/minute 12 H * hour/minute Display shows Timed Reminder Tone Information 761 0300 727 Exchanging the Settings between ExtensionsTo exchange your settings with another extension Walking Extension Main Office Enhanced Walking Extension Example b When two users share one telephone To set an extension to Service-out status To confirm the log information with the Call Log button Using a Display Proprietary TelephoneUsing the Call Log Calling with the Incoming Call Log Press Call Log , or Up or Down To clear the log informationTo store the callers information in personal speed dialling Press Call Log , or Up or Down Press Transfer Calling with the Outgoing Call Log To call with the Redial buttonUntil desired number When the desired party is displayed Desired directory Until desired Using the DirectoriesCalling with the Directory To select and call To store a Personal Speed Dialling Directory item Storing Names and Numbers Entering Characters Standard mode Standard mode for RU model Option mode Option mode for CE model Option mode for GR model Option mode for RU model Accessing System Features System Feature Access To access Feature Access menu and select the featureFeatures Refer to Using an IP Proprietary Telephone To switch displaySelf Labelling KX-NT366 only Section Manager Operation To lock/unlock other extensions Remote Extension Dial Lock Control FeaturesChanging the Settings of Other Extensions Extension Control Press Time Service Time Service Mode ControlTo change the time mode Day/Night/Lunch/Break To select the time service switching mode Automatic/Manual Red on Manual Customising Your Phone Restriction Level Control Dial Tone Transfer Press Toll RestrictionCall Barring To select and start/stop the background music Turning on the External Background Music BGM Recording Outgoing Messages OGM OGM floatingEnter OGM floating To record from an external BGM MOH port To clear the messageEnter OGM floating C.Tone To re-enable an outside line Outside line no785 Releasing Network Direct Station Selection Ndss Monitor Another PBX Extension noDial another PBX extension Section Customising Your Phone & System Customising Your Phone Personal Programming Customising Your Phone Personal Programming799 Extension PIN Stored Extension PIN Little Dark Settings on the Programming ModeSetting Features Programming Selection & Parameter Input To the call duration Programming Selection & Parameter Input EnglishYes-Automatic The first Line of the display will change Intercom On a PDN When multiple calls arriveCaller ID assigned to your Extension No OFF No-DisableYes-The telephone will Ring No-Stop recording Programming Selection & Parameter Input No-Off No-AllowNo-Headset off Max digits + To unlock Yes-On Extension PIN Max digits + No-Normal Any FlexibleButtons can be modified To store the names and numbers in personal speed dialling ORnamePress Program or Pause To edit the names and numbers of personal speed dialling Enter personal speedPress Left or Right Clearing Features Or Pause Or Store Customising the Buttons Button Programming InputOr Pause Flexible button Programming input Or Store Clir Incoming call distribution group extension no CTI To exit at any time, lift the handset 1234 To clear the button Programming Information Manager Programming Or Pause Input Or Pause Password ProgrammingManager Programming Changing Call Charges and Extension Control To enter a decimal point, press Programming is shown below. Programme number System PasswordCustomising Your System System Programming List Store Enter To exit the programming mode at any time, lift the handset Procedure 24-hour Format System ProgrammingDate & Time 12-hour Format Enter phone Press ENTER. Press END Speed dialling Number System Speed Dialling NumberTo confirm your entry after storing data Phone no Extension no New extension no System Speed Dialling NameExtension Number Name Extension no Name Extension Name Customising Your System System Programming Section Appendix Troubleshooting TroubleshootingTroubleshooting Dialling Cannot remember the feature numbersToll restriction is activated An account code is required Do not want to display a number which Forgot the passwordOther party has set Data Line Security Background music started suddenly Feature Number Table Feature Number Table 228 Feature Number Table Feature Number Table Feature* 5 + # Ohca Colr Feature Number Table Feature Number Table OGM Feature While dialling or talking Feature While busy, DND or call tone is heard Default While on-hook What is This Tone?What is This Tone? When going off-hook Message waiting indication was received While off-hook When you make callsWhen talking to an outside party When setting the features or programming Before receiving a page through an external speaker What is This Tone? Index Index 133 144 Quick Dialling Redial Walking COS Index 62, 4-chome, Minoshima, Hakata-ku, Fukuoka 812-8531, Japan