Waiting Calls, Agent Status | Panasonic S-ICX guide

Built-In ACD Supervisor Guide	Section 521

Waiting Calls

Operation

SYSTEM INFO

AGENT GROUP 1

TRAFFIC INFO →

WAITING CALL →

AGENT STATUS →

WAITING CALL

AGENT GROUP 1

TRK TIME 01/XX

XXX XXXXS

XXX XXXXS

XXX XXXXS

XXX XXXXS

or

Memory

1.From [SYSTEM INFO] screen, press the soft key 2 or 7 to select [WAITING CALL].

2.The following screen appears.

3.Press the NEXT key to scroll down/PREV key to scroll up the screen.

4.Press the Memory key to return to the [SYSTEM INFO] screen. Press the PROG key to return to the [SUPERVISOR MENU] screen.

Screen explanation

TRK column: Exchange Line numbers for calls currently in wait status.

TIME column: Time of the call is placed in wait status.

Agent Status

Operation

SYSTEM INFO

AGENT GROUP 1

TRAFFIC INFO →

WAITING CALL →

AGENT STATUS →

1.From [SYSTEM INFO] screen, select the soft key 3 or 8 to select [AGENT STATUS].

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S-ICX (International) issued October 2000

S-ICX-5.0-521 (ACD 4.0)

Image 34

Panasonic S-ICX technical manual Waiting Calls, Agent Status

Contents

ICX Version 5.0 International ACD Version Issued October PanasonicPage Contents Agent Features Index Configuration General System Information Specifications Basic Service Flow Selecting Program Processing ACD Call Handling ProgramOperation FF1 Edit FF2 Insert FF3 Delete FF6 ALL Delete Programming by Commands Com Parameter1 Parameter2 Parameter3 Description For details on settings see, Basic Service Flow Following describes the operation in each of the processes Search 2,020 Insert FF2 Delete FF3 ALL Delete FF6 Transfer Destination Voice Number Outline From Large Display Telephone Press the Log-in button FF key Common Supervisor Menu OperationsActivating Supervisor Menu For further operations, see desired section in this manual Supervisor Customisation Common Supervisor Customisation Operations 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 Setting Service Flow Details Confirming Agent IDs Program Address 3401/3501/3601 Agent search method Supervisor Monitoring From the Supervisor Menu screen select System Traffic Information Screen explanation Waiting Calls Agent Status Press the Next key for additional information First screen MIS Report Outline MIS Report FeaturesSecond and the subsequent screens MIS Function Tabulation Unit Agent Activity Following shows available report Group MIS Report Operation Common Operation of MIS Report ACD Supervisor Mode Menu Flow Chart System ID Agent ID Group Setting Call Handling Agent Report Hourly tabulation of each agent 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 Other Features Data Clear and Output Cancel MIS data clear 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 Available/Unavailable Work Unit Count Wrap Feature Set the program setting for the Wrap function as follows 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