Section 521

Built-In ACD Supervisor Guide

 

 

Operation

CUSTOMIZE

MENU

LINE REGIST.

SYSTEM ID

AGENT ID

GROUP SETTING

CALL HANDLING

GROUP SETTING

GROUP 1

GROUP 2

GROUP 3

3401:1

GROUP 1

1:LEAST BUSY 2:LONGEST IDLE

CUSTOMIZE MENU

1.From [CUSTOMIZE MENU] screen, press the soft key 4 or 9 select [GROUP SETTING].

2.From [GROUP SETTING] screen, use soft keys to select the agent group to be set.

Agent group 1: soft key 1 or 6

Agent group 2: soft key 2 or 7

Agent group 3: soft key 3 or 8

3.First setting (3401) for the selected group is displayed. Enter a set value, then press the HOLD key to validate setting. Every time the HOLD key is pressed without set values specified, the next setting item is displayed. Press FL/R key to return to the previous setting.

4.To return to [CUSTOMIZE MENU] screen, press the soft key 5 or 10.

Setting

If the first two digits of a setting number is [34], the setting pertains to group 1, and [35], to group 2 and [36] to group 3. The following explanation, therefore, shows group 1/group 2/group 3 settings.

Program Address 3401/3501/3601: Agent search method

Set the agent search method. Select either of the following:

1:LEAST BUSY FIRST setting. This mode first selects the agent whose busy rate (total busy time/total Login time) is the lowest in the group for the day.

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).

S-ICX-5.0-521 (ACD 4.0)

S-ICX (International) issued October 2000

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Panasonic S-ICX technical manual Program Address 3401/3501/3601 Agent search method