Built-In ACD Supervisor Guide | Panasonic S-ICX manual

Built-In ACD Supervisor Guide	Section 521

In version 3.0, up to 6 kinds of information messages can be registered per ACD system. Individual messages can be of varying lengths, with an inclusive total of 96 seconds recording time available.

After recording your information message(s), select which information message to be sent to an outside party by entering parameter on service Flow Details (Figure 3-2).

Related program addresses are:

4101 - 4104: ACD Call Handling Program

4201 - 4204: Transferring Voice Mail access number

4301 : Message Play Option

Notice

Even if your message are recorded, using Figure 5, user information numbers (1-6) must be selected for above program addresses.

If they are not selected, initial messages will be sent.

S-ICX (International) issued October 2000

S-ICX-5.0-521 (ACD 4.0)

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Panasonic S-ICX technical manual Built-In ACD Supervisor Guide

Contents

ICX Version 5.0 International ACD Version Issued October PanasonicPage Contents Agent Features Index Configuration General System Information Specifications Basic Service Flow Operation ACD Call Handling ProgramSelecting Program Processing 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 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 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 Second and the subsequent screens MIS Report FeaturesMIS Report Outline 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 Daily tabulation of work unit count System ReportWork Unit Count Weekly tabulation of work unit count Other Features Data Clear and Output Cancel MIS data clear 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 Available/Unavailable Work Unit Count Wrap Feature Set the program setting for the Wrap function as follows 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