General System Information, Configuration | Panasonic S-ICX manual

Section 521	Built-In ACD Supervisor Guide

General System Information

Configuration

The Built-In ACD System is a simple ACD system that is installed in the S-ICX System. The built-In ACD system is composed of the two circuit cards; the ACD card and the VPU/4 card.

The system configuration is shown below. Using RS-232C port allows MIS (Management Information System) reports to be output to a printer or PC but not to the both simultaneously.

The S-ICX System configured for a maximum of 96 ports can support one Built-In ACD system.

Figure 1. ACD Configuration (96 port cabinet shown)

Note: Standard RS232C cables cannot be used for connection. Use the special cable included with the ACD card. For PC/printer connecting conditions, see the ACD installation section.

S-ICX-5.0-521 (ACD 4.0)

S-ICX (International) issued October 2000

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Panasonic S-ICX technical manual General System Information, Configuration

Contents

Panasonic ICX Version 5.0 International ACD Version Issued OctoberPage Contents Index Agent Features General System Information Configuration Specifications Basic Service Flow Operation ACD Call Handling ProgramSelecting Program Processing 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 3201 SettingChanging Supervisor IDs and User Information Recording ID Program Address 3301~3364 Setting Agent IDsThis procedure sets agent ID numbers and their groups 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 Second and the subsequent screens MIS Report FeaturesMIS Report Outline 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 Daily tabulation of work unit count System ReportWork Unit Count Weekly tabulation of work unit count MIS data clear Other Features Data Clear and Output Cancel Is the same as that for item O MIS data output confirmation/cancelUser Information Recording Built-In ACD Supervisor Guide Your Information Message Deletion Message. To Log-in / Log-out Log-in procedureLog-out procedure Work Unit Count Available/Unavailable Set the program setting for the Wrap function as follows Wrap Feature Press the ON/OFF key and Prog key Select a vacant FF key Zip ToneKey Assignment Press Hold key to store Press ON/OFF key to end Press Redial key Select to feature code to assign∗73 Index FF1 ICX-5.0-521 ACD ICX International issued October Index-3