Panasonic | Panasonic S-ICX instruction

Panasonic

Integrated Communication eXchange

Technical Manual

Section 521

Built-In ACD

Supervisor

Guide

S-ICX Version 5.0 (International)

(ACD Version 4.0)

Issued October 2000

Image 1

Panasonic S-ICX technical manual Panasonic, ICX Version 5.0 International ACD Version Issued October

Contents

Panasonic ICX Version 5.0 International ACD Version Issued OctoberPage Contents Index Agent Features General System Information Configuration Specifications 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 Commands Following describes the operation in each of the processes For details on settings see, Basic Service Flow Search 2,020 Insert FF2 Delete FF3 ALL Delete FF6 Outline Transfer Destination Voice Number Activating Supervisor Menu Common Supervisor Menu OperationsFrom Large Display Telephone Press the Log-in button FF key For further operations, see desired section in this manual Common Supervisor Customisation Operations Supervisor Customisation Direct 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 Details Program Address 3401/3501/3601 Agent search method From the Supervisor Menu screen select System Supervisor Monitoring Screen explanation Traffic Information Agent Status Waiting Calls First screen Press the Next key for additional information MIS Report Outline MIS Report FeaturesSecond and the subsequent screens Agent Activity MIS Function Tabulation Unit Group Following shows available report Common Operation of MIS Report MIS Report Operation ACD Supervisor Mode Menu Flow Chart System ID Agent ID Group Setting Call Handling Hourly tabulation of each agent Agent Report First 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 Cancel User 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/Unavailable Set the program setting for the Wrap function as follows Wrap Feature Key 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