Panasonic DBS 576 Technical Manual
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Panasonic DBS 576 Technical Manual

Panasonic DBS 576 Technical Manual

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Technical Manual
Section 521
Built-In ACD
Supervisor Guide
USA Version 2.5
(ACD Version 3.0)
Issued March 1999
Table of Contents
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Summary of Contents for Panasonic DBS 576

  • Page 1 ® Technical Manual Section 521 Built-In ACD Supervisor Guide USA Version 2.5 (ACD Version 3.0) Issued March 1999...
  • Page 2 However, due to ongoing product improvements and revisions, Panasonic cannot guarantee the accuracy of printed material after the date of publication nor can it accept responsibility for errors or omissions. Panasonic will update and revise this document as needed.

  • Page 3: Table Of Contents

    Key Assignment........... . 53 576-25-521 (ACD 3.0) DBS 576 (USA) issued March 1999...
  • Page 4 Section 521 Built-In ACD Supervisor Guide This page intentionally left blank. 576-25-521 (ACD 3.0) DBS 576 (USA) issued March 1999...

  • Page 5: Configuration

    MIS (Management Information System) reports to be output to a printer or PC but not to the both simultaneously. The DBS 576 System can be configured for a maximum of 576 ports and can support a maximum of two Built-In ACD systems. Note that a single-shelf (96-port) configuration can accommodate only one ACD system.

  • Page 6: Specifications

    Section 521 Built-In ACD Supervisor Guide Specifications The following shows the major specifications of the Panasonic Built-In ACD system (maximum): Table 3-1. Maximums per ACD System Item ACD Version 1.0 ACD Version 2.0 ACD Version 3.0 Agent Group Agent IDs/system...

  • Page 7: Basic Service Flow

    Note: • If there is a transferred incoming call (incoming call type either CO line or Tie line) during an extension line incoming call, this is considered as an ACD-targeted call. 576-25-521 (ACD 3.0) DBS 576 (USA) issued March 1999...

  • Page 8: Acd Call Handling Program

    CUSTOMIZE MENU 4. The following screen appears. Press the soft key for desired program number. CALL HANDLING → PROGRAM 1 → PROGRAM 2 → PROGRAM 3 → PROGRAM 4 → CUSTOMIZE MENU 576-25-521 (ACD 3.0) DBS 576 (USA) issued March 1999...
  • Page 9 PLAY 2nd LCD display PREV/FLASH: to previous line SEARCH 1,020,010 “01: Select FF Key” 02,010 “01: Program line number” PLAY “Select FF Key: Operation Guide” END/DISC EDIT INSERT DELETE ALL DELETE 576-25-521 (ACD 3.0) DBS 576 (USA) issued March 1999...

  • Page 10: Programming By Commands

    3, and transfer to another Agent is moved to after the end of the no answer timer. 576-25-521 (ACD 3.0) DBS 576 (USA) issued March 1999...
  • Page 11 3. Set parameter 2, and press the HOLD key. SEARCH 2,020 Example: Press keys 0, 1 and 5 to set the Search Timer to 15. 03:Search Timer AGENT SEARCH TIME 1 to 600 sec. List→ 576-25-521 (ACD 3.0) DBS 576 (USA) issued March 1999...
  • Page 12 1. Press the soft keys (1 to 6) for the commands to be set, and press the HOLD key. 01:Select Cmd. Example: Press soft key 3 to select SEARCH. FWDVM PLAY SEARCH List→ 576-25-521 (ACD 3.0) DBS 576 (USA) issued March 1999...
  • Page 13 • If you press soft key 10 and select List at any of the above steps, the List Mode screen is redisplayed. • The END/DISC line cannot be changed nor deleted. 576-25-521 (ACD 3.0) DBS 576 (USA) issued March 1999...
  • Page 14 To Delete Program Data, Press 0 and HOLD Key List→ 2. All of the program that was displayed is deleted, and only the END/DISK default END/DISC line is displayed. 01:Select FFKey 576-25-521 (ACD 3.0) DBS 576 (USA) issued March 1999...

  • Page 15: Transfer Destination Voice Number

    HOLD key to make setting. Each time the HOLD key is pressed, the setting changes: 4201→4202→4203→4204. VM NUMBER 1 → CUSTOMIZE MENU 5. To return to [CUSTOMIZE MENU] screen, press the soft key 5 or 10. 576-25-521 (ACD 3.0) DBS 576 (USA) issued March 1999...

  • Page 16: Common Operation Of Supervisor Menu

    3. Select a desired menu by using the soft keys from the above SUPERVISOR MENU screen. → SYSTEM INFO → MIS REPORT → CUSTOMIZE 4. For further operations, see desired section in this manual. 576-25-521 (ACD 3.0) DBS 576 (USA) issued March 1999...

  • Page 17: Common Operation For Supervisor Customization

    2. Select a desired menu by using the soft key from the [CUSTOMIZE MENU] screen. CUSTOMIZE MENU → LINE REGIST. → SYSTEM ID → AGENT ID → GROUP SETTING → CALL HANDLING 3. For further operations, see desired section in this manual. 576-25-521 (ACD 3.0) DBS 576 (USA) issued March 1999...

  • Page 18: Incoming Call Setting Outline

    → → EXT. GROUP → CUSTOMIZE MENU 3. The following screen appears. Press the soft key for desired block DIRECT INCOME number. BL 1ST LST 01 001 003 03 005 010 576-25-521 (ACD 3.0) DBS 576 (USA) issued March 1999...
  • Page 19 8. Enter the ACD Call Handling Program number. 2103:3 DIRECT INCOME PROGRAM NO (BLOCK03) → CUSTOMIZE MENU 9. To return to [CUSTOMIZE MENU] screen, press the soft key 5 or 10. 576-25-521 (ACD 3.0) DBS 576 (USA) issued March 1999...

  • Page 20: Transferring Incoming Call Setting

    → → EXT. GROUP → CUSTOMIZE MENU TRANSF. INCOME 3. The following screen appears. Press the soft key for desired block number. BL 1ST LST 01 001 003 03 005 010 576-25-521 (ACD 3.0) DBS 576 (USA) issued March 1999...
  • Page 21 8. Enter the ACD Call Handling Program number. 2203:3 TRANSF. INCOME PROGRAM NO (BLOCK03) → CUSTOMIZE MENU 9. To return to [CUSTOMIZE MENU] screen, press the soft key 5 or 10. 576-25-521 (ACD 3.0) DBS 576 (USA) issued March 1999...

  • Page 22: Did Call Setting

    3. The following screen appears. Press the soft key for desired block number. NO DID ID 4. Use the NEXT and PREVIOUS keys to scroll through the list of block numbers. 576-25-521 (ACD 3.0) DBS 576 (USA) issued March 1999...
  • Page 23 7. Enter the ACD Call Handling Program number. 2303: DID ID PROGRAM NO (1-4) → CUSTOMIZE MENU 8. To return to [CUSTOMIZE MENU] screen, press the soft key 5 or 10. 576-25-521 (ACD 3.0) DBS 576 (USA) issued March 1999...

  • Page 24: Ext. Group Call Setting

    4. Enter the first incoming ACD port using the 10-key pad. 2401: EXT. GROUP FIRST LINE NO (01-20) (GROUP 1) → CUSTOMIZE MENU 5. → Press HOLD key to store first line number. 576-25-521 (ACD 3.0) DBS 576 (USA) issued March 1999...
  • Page 25 8. Enter the ACD Call Handling Program number. 2401: EXT. GROUP PROGRAM NO (1-4) (GROUP1) → CUSTOMIZE MENU 9. To return to [CUSTOMIZE MENU] screen, press the soft key 5 or 10. 576-25-521 (ACD 3.0) DBS 576 (USA) issued March 1999...

  • Page 26: Changing Supervisor Ids And User Information Recording Id

    Notice 1. Make certain the supervisor IDs and user information recording ID are set at installation. Otherwise, you cannot enter [SUPERVISOR MENU]. Ask your dealer if they are not assigned. 576-25-521 (ACD 3.0) DBS 576 (USA) issued March 1999...

  • Page 27: Registering Agent Ids

    AGENT ID [REGISTRATION]. → REGISTRAION → CONFIRMATION → CUSTOMIZE MENU 3. The following screen appears. Press the soft key for desired agent REGISTRATION number. 1000 1001 1002 REGISTRATION 1050 1051 1052 576-25-521 (ACD 3.0) DBS 576 (USA) issued March 1999...
  • Page 28 9. To return to the CUSTOMIZE MENU, press the soft key 5 or 10. Notice 1. Same agent IDs cannot be assigned. You will hear “beep beep” sound. 2. Same agent and supervisor IDs cannot be assigned. You will hear “beep beep” sound. 576-25-521 (ACD 3.0) DBS 576 (USA) issued March 1999...

  • Page 29: Confirming Agent Ids

    MENU → 1. From [CUSTOMIZE MENU] screen, press the soft key 4 or 9 LINE REGIST. → SYSTEM ID select [GROUP SETTING]. → AGENT ID → GROUP SETTING → CALL HANDLING 576-25-521 (ACD 3.0) DBS 576 (USA) issued March 1999...
  • Page 30 Handling Program numbers (4101 to 4104). Program Address 4201-4204: Transferring Voice Mail access number Sets the voice mail extension line number and access code corresponding to the transfer destination voice mail number (1 to 4). 576-25-521 (ACD 3.0) DBS 576 (USA) issued March 1999...

  • Page 31: Supervisor Monitoring

    Operation 1. From [SYSTEM INFO] screen, press the soft key 1 or 6 to select SYSTEM INFO [TRAFFIC INFO.]. AGENT GROUP 1 → TRAFFIC INFO → WAITING CALL → AGENT STATUS 576-25-521 (ACD 3.0) DBS 576 (USA) issued March 1999...

  • Page 32: Waiting Call

    3. Press the NEXT key to scroll down/PREV key to scroll up the screen. 4. Press the AUTO key to return to the [SYSTEM INFO] screen. Press the PROG key to return to the [SUPERVISOR MENU] screen. 576-25-521 (ACD 3.0) DBS 576 (USA) issued March 1999...

  • Page 33: Agent Status

    4. Press the NEXT key to scroll down, PREV key to scroll up. AGENT STATUS INF AGENT GROUP 1 STATUS XXXX XXXX XXXXX XXXX XXXX XXXXX XXXX XXXX XXXXX XXXX XXXX XXXXX 576-25-521 (ACD 3.0) DBS 576 (USA) issued March 1999...

  • Page 34: Mis Report Features

    PC, communication software is required. For details on the MIS output and connection, see the Installation Manual. Notice 1. MIS report data memory is saved for only 14 days regardless of main cabinet’s power switch status of past 14 days. 576-25-521 (ACD 3.0) DBS 576 (USA) issued March 1999...
  • Page 35 The following reports are tabulated on a per system basis: • Total Log-in Time, Unavailable Time, Talk Time, Idle Time & Percentage (IDLE=LOGIN-TALK) • Number of incoming calls, number of answered calls Work Unit Count 576-25-521 (ACD 3.0) DBS 576 (USA) issued March 1999...
  • Page 36 Group Agent HOURLY (1~64) DAILY WEEKLY Group HOURLY (1, 2, DAILY or 3) WEEKLY System HOURLY DAILY WEEKLY INCOMING ABANDONED CALLS O : Available to report X : Unavailable to report 576-25-521 (ACD 3.0) DBS 576 (USA) issued March 1999...

  • Page 37: Mis Report Operation

    AGENT REPORT ← → GROUP REPORT ← SYSTEM REPORT → ← → WORK UNIT ← → OTHERS 2. Select a desired menu by using the soft keys from the above screen. 576-25-521 (ACD 3.0) DBS 576 (USA) issued March 1999...
  • Page 38 THIS WEEK LAST WEEK WEEKLY HOURLY (INPUT START DATE SYSTEM REPORT AND LAST DATE) DAILY THIS WEEK LAST WEEK WEEKLY INCOMING ABANDONED CALLS WEEKLY SYSTEM WORK UNIT COUNT DAILY GROUP1 WEEKLY DAILY 576-25-521 (ACD 3.0) DBS 576 (USA) issued March 1999...
  • Page 39 PROGRAM 4 VM NUMBER PLAY OPTION • Output of MIS Report Data The following explains the procedure for outputting each function. The procedures below are operations from [MIS REPORT MENU] screen. 576-25-521 (ACD 3.0) DBS 576 (USA) issued March 1999...
  • Page 40 1 through 9, 01 through 09 can be entered instead. First date input + HOLD key + Last date input + HOLD LAST DATE: ENTER THE LAST DATE (DD) AND PRESS HOLD KEY → MIS REPORT MENU 576-25-521 (ACD 3.0) DBS 576 (USA) issued March 1999...
  • Page 41 To abort output, see the section [MIS data output abort] section of, [Other AGENT ID:XXXX Features]. HOURLY REPORT FROM XX TO XX → MIS REPORT MENU 576-25-521 (ACD 3.0) DBS 576 (USA) issued March 1999...
  • Page 42 To abort output, see the section [MIS data output abort], section, [Other AGENT ID: XXXX Features] WEEKLY REPORT → MIS REPORT MENU 576-25-521 (ACD 3.0) DBS 576 (USA) issued March 1999...
  • Page 43 5 or 10 returns to [MIS REPORT MENU] screen (the same ← → GROUP 1 for the subsequent screens). ← → GROUP 2 ← → The following procedure assumes that [GROUP 1] is selected: GROUP 3 576-25-521 (ACD 3.0) DBS 576 (USA) issued March 1999...
  • Page 44 1. From [MIS REPORT] screen, press the soft key 4 or 9 to select MIS REPORT MENU [WORK UNIT]. ← → AGENT REPORT ← → GROUP REPORT ← SYSTEM REPORT → ← → WORK UNIT ← → OTHERS 576-25-521 (ACD 3.0) DBS 576 (USA) issued March 1999...
  • Page 45 Steps 1 to 2 are the same as those for item M. 3. The following screen appears. Press the soft key 3 or 8 to select WORK UNIT COUNT [WEEKLY]. AGENT GROUP 1 ← → DAILY ← → WEEKLY MIS REPORT MENU 576-25-521 (ACD 3.0) DBS 576 (USA) issued March 1999...
  • Page 46 MIS REPORT MENU 4. Once data clear is completed, the following screen appears. MIS DATA CLEARED Pressing the soft key 5 or 10 returns to [MIS REPORT MENU] screen. → MIS REPORT MENU 576-25-521 (ACD 3.0) DBS 576 (USA) issued March 1999...
  • Page 47 → MIS REPORT MENU 5. Once output is cancelled, the following screen appears. Pressing QUIT the soft key 5 or 10 returns to [MIS REPORT MENU] screen. → MIS REPORT MENU 576-25-521 (ACD 3.0) DBS 576 (USA) issued March 1999...

  • Page 48: User Information Recording

    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. 576-25-521 (ACD 3.0) DBS 576 (USA) issued March 1999...
  • Page 49 7 # or recording, time-out. press 7 and #. “The message Message The message has been play back has been deleted. deleted.” The message has been recorded “The message has been recorded.” ¨ 576-25-521 (ACD 3.0) DBS 576 (USA) issued March 1999...

  • Page 50: Log-In / Log-Out

    Available/Unavailable Pressing the UNAVAILABLE key from an idle terminal which is logged in places the extension in the Unavailable status temporarily. This UNAVAILABLE excludes the telephone from candidates of ACD incoming 576-25-521 (ACD 3.0) DBS 576 (USA) issued March 1999...

  • Page 51: Work Unit Count

    If the same telephone retrieves the call placed on hold the LED remains on, and goes off when the call is released. 576-25-521 (ACD 3.0) DBS 576 (USA) issued March 1999...

  • Page 52: Wrap Feature

    60:60 secs 1-600 = 1 to 600 secs Notice 1. Wrap time is included an agent’s talk time for the MIS reports. 2. Only one Wrap Key is available for each extension. 576-25-521 (ACD 3.0) DBS 576 (USA) issued March 1999...

  • Page 53: Key Assignment

    1. If an FF key selected in setting 2 is not vacant (Pre-assigned), the previous setting will be erased automatically. 2. To confirm an FF key assignment, press ON/OFF-CONF-FF key. 3. To delete an FF key assignment, skip procedures 3&4 of setting procedure. 576-25-521 (ACD 3.0) DBS 576 (USA) issued March 1999...
  • Page 54 Section 521 Built-In ACD Supervisor Guide This page intentionally left blank. 576-25-521 (ACD 3.0) DBS 576 (USA) issued March 1999...
  • Page 55 Configuration ............... 5 Confirming Agent IDs..........29 Customization Applications Applications Supervisor............... 17 Log-in / Log-out............50 Maintenance Maintenance MIS Report Data Output..............39 Appendix A Appendix A Appendix B Appendix B • 576-25-521 (ACD 3.0) DBS 576 (USA) issued March 1999 Index-55 Index...
  • Page 56 Setting on Service Flow Details........29 Specifications ..............6 Supervisor Customization ...........17 Supervisor Features.............16 Maintenance Maintenance Supervisor ID Changing ..............26 Supervisor Menu Activating ..............16 Appendix A Appendix A Appendix B Appendix B • Index-56 DBS 576 (USA) issued March 1999 576-25-521 (ACD 3.0) Index...

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