Panasonic S-ICX Contents

S-ICX-5.0-520 (ACD 4.0) S-ICX (International) issued October 2000 iii

Contents

General 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.................................................................... 12

Supervisor Features................................................................................ 13

Common Supervisor Menu Operations.................................................................... 13

Activating Supervisor Menu................................................................................. 13

Common Supervisor Customisation Operations............................................... 14

Supervisor Customisation......................................................................................... 14

Direct Incoming Call Setting................................................................................. 15

Transferring Incoming Call Setting...................................................................... 17

DID Call Setting...................................................................................................... 19

Ext. Group Call Setting......................................................................................... 21

Changing Supervisor IDs and User Information Recording ID......................... 23

Setting Agent IDs................................................................................................... 24

Confirming Agent IDs............................................................................................ 26

Setting Service Flow Details................................................................................. 26

Supervisor Monitoring................................................................................................ 28

Traffic Information................................................................................................. 29

Waiting Calls.......................................................................................................... 30

Agent Status.......................................................................................................... 30

MIS Report Features................................................................................................... 32

MIS Report Outline................................................................................................ 32