Instruction/ maintenance manual of the product DBS 576 Panasonic
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(ACD V ersion 4.0) DBS 576 V ersion 3.6 issued October 2000.
FCC W arning The contents of this document are subject to change without notice and do not constitute a commitment on the part of Panasonic T elecommunication Systems Company (P TSC). Every effort has been made to ensure the accur acy of this document.
576-3 .6-521 (ACD 4. 0) DBS 576 (U S A ) issu ed O ctober 2000 iii Contents General System Information ............................................................. 1 Config uration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Secti on 521 Built-I n A C D Su per v isor Guide iv DBS 57 6 (USA) i ssued Octo ber 2000 576-3 .6-521 (AC D 4.0) MIS Report F e atures . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31 MIS Report Outline ....
Built -In ACD Superv isor Gu ide Section 521 576-3. 6- 52 1 (ACD 4.0) DBS 576 (USA ) is s ued October 2000 1 General System Information Configuration The Built-In ACD System is a simple ACD system that installed in the DBS 576 System. The built-In ACD system is composed of the two circuit cards; the ACD card and the VPU/4 card.
Secti on 521 Built-I n A C D Su per v isor Guide 2 DBS 57 6 (USA) i ssued Oct ober 2000 576-3 .6-521 (AC D 4.0) Specifications The following shows the major specifications of the Panasonic Built-In ACD system (maximum).
Built -In ACD Superv isor Gu ide Section 521 576-3. 6- 52 1 (ACD 4.0) DBS 576 (USA ) is s ued October 2000 3 Basic Service Flow The following chart shows the basic flow of ACD services. Commands can be used to set any call distribution operation in the ACD Call Handling Program.
Secti on 521 Built-I n A C D Su per v isor Guide 4 DBS 57 6 (USA) i ssued Oct ober 2000 576-3 .6-521 (AC D 4.0) ACD Ca ll Handlin g Program Commands can be used to set any call distribution operation for each of the ACD Call Handling Program numbers (4101 to 4104).
Built -In ACD Superv isor Gu ide Section 521 576-3. 6- 52 1 (ACD 4.0) DBS 576 (USA ) is s ued October 2000 5 5. The List Mode screen is displayed. This screen displays the current setup status. The program lines currently displayed at 1st LCD are the target of processing.
Secti on 521 Built-I n A C D Su per v isor Guide 6 DBS 57 6 (USA) i ssued Oct ober 2000 576-3 .6-521 (AC D 4.0) Progra m mi ng by Com m an ds After you have determined the desired process by the FF key , you can customize any program using the six available commands.
Built -In ACD Superv isor Gu ide Section 521 576-3. 6- 52 1 (ACD 4.0) DBS 576 (USA ) is s ued October 2000 7 Operati on The following describes operation in each of the processes. EDIT (FF1) This command resets the current setting of displayed program lines.
Secti on 521 Built-I n A C D Su per v isor Guide 8 DBS 57 6 (USA) i ssued Oct ober 2000 576-3 .6-521 (AC D 4.0) 2. Set parameter 1, and press the HOLD key . Example: Press key 2 to set group 2. Example: 3. Set parameter 2, and press the HOLD key . Example: Press keys 0 , 1 and 5 to set the Search T imer to 15.
Built -In ACD Superv isor Gu ide Section 521 576-3. 6- 52 1 (ACD 4.0) DBS 576 (USA ) is s ued October 2000 9 INSERT (FF2) This command inserts a new line in the current setting of displayed program lines. Insertion can be repeated up to 19 lines. The following screen display shows an example of insertion and setting of the SEARCH command.
Secti on 521 Built-I n A C D Su per v isor Guide 10 DBS 57 6 (USA) i ssued Oct ober 2000 576-3 .6-521 (AC D 4.0) 5. Repeat steps 1 to 4 to set insertion of other program lines, and end programming at the END/DISC line. Note: • If you press soft key 10 a nd select List at any of the above steps, the List Mode screen is redisplayed.
Built -In ACD Superv isor Gu ide Section 521 576-3. 6- 52 1 (ACD 4.0) DBS 576 (USA ) is s ued October 2000 1 1 ALL DELETE (FF6) This command deletes all settings currently set to all lines in the currently displayed program. 1. Press key 0 , and the HOLD key .
Secti on 521 Built-I n A C D Su per v isor Guide 12 DBS 57 6 (USA) i ssued Oct ober 2000 576-3 .6-521 (AC D 4.0) 2. From [CUSTOMIZE MENU] screen, press the soft key 5 or 10 to select [CALL HANDLING]. 3. From [CALL HANDLING] screen, press the sof t key 2 or 7 to select [VM NUMBER].
Built -In ACD Superv isor Gu ide Section 521 576-3. 6- 52 1 (ACD 4.0) DBS 576 (USA ) is s ued October 2000 13 Silent Monitor V ersion 3.0 and higher The Silent Monitor feature allows an ACD supervisor to monitor a call between an ACD agent and a caller without the knowledge of either party .
Secti on 521 Built-I n A C D Su per v isor Guide 14 DBS 57 6 (USA) i ssued Oct ober 2000 576-3 .6-521 (AC D 4.0) Silent Monitor Color Definitions Noti ce • Be sure all phone that should NOT be allowed to monitor have a COS that restricts monitoring.
Built -In ACD Superv isor Gu ide Section 521 576-3. 6- 52 1 (ACD 4.0) DBS 576 (USA ) is s ued October 2000 15 Supervisor Features Supervisor features are roughly divided into three groups: 1) Supervisor customization: Set for requested features of ACD.
Secti on 521 Built-I n A C D Su per v isor Guide 16 DBS 57 6 (USA) i ssued Oct ober 2000 576-3 .6-521 (AC D 4.0) Displa ying System Info rma tion Operati on 1. From [SUPER VISOR MENU] screen, press the soft key 5 or 10 to select [DISP SYS INFO]. 2. When the following screen appears, press the O N/OFF button or hang up the telephone.
Built -In ACD Superv isor Gu ide Section 521 576-3. 6- 52 1 (ACD 4.0) DBS 576 (USA ) is s ued October 2000 17 Comm on Oper ation f or Supe rvisor Custo mizati on 1) PROG KEY : Returns to Supervisor T op Menu. 2) AUT O KEY : Goes to the upper layer . 3) HOLD KEY : V alidates data or goes to the next setting.
Secti on 521 Built-I n A C D Su per v isor Guide 18 DBS 57 6 (USA) i ssued Oct ober 2000 576-3 .6-521 (AC D 4.0) Direct Inc om in g Ca ll Sett ing Outline COs and private lines with direct incoming ACD calls to be processed the same are grouped together as a block.
Built -In ACD Superv isor Gu ide Section 521 576-3. 6- 52 1 (ACD 4.0) DBS 576 (USA ) is s ued October 2000 19 4. Enter the first CO line or private line number using the 10- key pad. (The figure on left shows setting of block No. 03.) 5. Press HOLD key to store first line number .
Secti on 521 Built-I n A C D Su per v isor Guide 20 DBS 57 6 (USA) i ssued Oct ober 2000 576-3 .6-521 (AC D 4.0) T ransfe r ri ng Incomin g Call Sett ing Outline COs and private lines with transferred incoming ACD calls to be processed the same are grouped together as a block.
Built -In ACD Superv isor Gu ide Section 521 576-3. 6- 52 1 (ACD 4.0) DBS 576 (USA ) is s ued October 2000 21 4. Enter the first CO line or private line number using the 10- key pad. (The figure on left shows setting of block No. 03.) 5. Press HOLD key to store first line number .
Secti on 521 Built-I n A C D Su per v isor Guide 22 DBS 57 6 (USA) i ssued Oct ober 2000 576-3 .6-521 (AC D 4.0) Changi n g Supervisor I Ds an d User Informati on Recording ID Outline This procedure changes supervisor IDs and user information recording ID.
Built -In ACD Superv isor Gu ide Section 521 576-3. 6- 52 1 (ACD 4.0) DBS 576 (USA ) is s ued October 2000 23 Noti ce 1. Make certain the supervisor IDs and user inform ation recording ID are set at installation. Otherwise, you cannot enter [SUPER VISOR MENU].
Secti on 521 Built-I n A C D Su per v isor Guide 24 DBS 57 6 (USA) i ssued Oct ober 2000 576-3 .6-521 (AC D 4.0) 4. Enter 4-digit ID number using the 10-key pad. (The figure on left shows setting of Agent No.01.) T o clear ID press CONF key . 5. Press HOLD key to store ID number .
Built -In ACD Superv isor Gu ide Section 521 576-3. 6- 52 1 (ACD 4.0) DBS 576 (USA ) is s ued October 2000 25 Confirm in g Ag en t IDs Outline This procedure displays the ID numbers of agents which belong to each group. Operati on 1. From [AGENT ID] screen, press the soft key 3 or 8 to select [CONFIRMA TION].
Secti on 521 Built-I n A C D Su per v isor Guide 26 DBS 57 6 (USA) i ssued Oct ober 2000 576-3 .6-521 (AC D 4.0) Setti ng on Serv ice Flow De tails Outline This procedure makes a variety of settings such as service flow setting, separately for agent group 1 and agent group 2.
Built -In ACD Superv isor Gu ide Section 521 576-3. 6- 52 1 (ACD 4.0) DBS 576 (USA ) is s ued October 2000 27 2: NEXT A V AILABLE FIRST setting. This mode selects the agent which is placed in idle status for the longest duration following the last talking status.
Secti on 521 Built-I n A C D Su per v isor Guide 28 DBS 57 6 (USA) i ssued Oct ober 2000 576-3 .6-521 (AC D 4.0) 4. Select desired menu. For further operations, see ne xt page. T raffic Information Operati on 1. From [SYSTEM INFO] screen, pr ess the soft key 1 or 6 to select [TRAFFIC INFO.
Built -In ACD Superv isor Gu ide Section 521 576-3. 6- 52 1 (ACD 4.0) DBS 576 (USA ) is s ued October 2000 29 W aiting Call Operati on 1. From [SYSTEM INFO] screen, pr ess the soft key 2 or 7 to select [W AITING CALL]. 2. The following screen appears.
Secti on 521 Built-I n A C D Su per v isor Guide 30 DBS 57 6 (USA) i ssued Oct ober 2000 576-3 .6-521 (AC D 4.0) Agent Sta tus Operati on 1. From [SYSTEM INFO] screen, selec t the soft key 3 or 8 to select [AGENT ST A TUS]. 2. The following screen appears.
Built -In ACD Superv isor Gu ide Section 521 576-3. 6- 52 1 (ACD 4.0) DBS 576 (USA ) is s ued October 2000 31 Screen ex planation A. First screen LOGIN AGENT : Number of agents that have logged in. A V AILABLE: Number of log-in agents in A V AILABLE status.
Secti on 521 Built-I n A C D Su per v isor Guide 32 DBS 57 6 (USA) i ssued Oct ober 2000 576-3 .6-521 (AC D 4.0) 3. MIS report which includes pr esent time (for example 19:30), will be incomplete (report up to 19:00). 4. T wo supervisors cannot output the MIS report simultaneously .
Built -In ACD Superv isor Gu ide Section 521 576-3. 6- 52 1 (ACD 4.0) DBS 576 (USA ) is s ued October 2000 33 MIS Functio n T abu lation Unit MIS report is output in the following cycles: • Hourly report: Specified date(s) can be output on an hourly (0-24) basis.
Secti on 521 Built-I n A C D Su per v isor Guide 34 DBS 57 6 (USA) i ssued Oct ober 2000 576-3 .6-521 (AC D 4.0) The following shows the tabulation unit of WORK UNIT COUNT .
Built -In ACD Superv isor Gu ide Section 521 576-3. 6- 52 1 (ACD 4.0) DBS 576 (USA ) is s ued October 2000 35 ACD Supervisor Mode Menu Flow Chart Figure 4.
Secti on 521 Built-I n A C D Su per v isor Guide 36 DBS 57 6 (USA) i ssued Oct ober 2000 576-3 .6-521 (AC D 4.0) • O utput of MIS Report Data The following explains the procedure for outputting each function. The procedures below are operations from [MIS REPOR T MENU] screen.
Built -In ACD Superv isor Gu ide Section 521 576-3. 6- 52 1 (ACD 4.0) DBS 576 (USA ) is s ued October 2000 37 Pressing the soft key 5 or 10 returns to [MIS REPOR T MENU] screen (the same for the subsequent screens). 3. The following screen appears. Enter the 4-digit ID code of the target agent by using the 10 -key pad.
Secti on 521 Built-I n A C D Su per v isor Guide 38 DBS 57 6 (USA) i ssued Oct ober 2000 576-3 .6-521 (AC D 4.0) B. Daily tabulation of each agent Steps 1 to 3 are the same as those for item A. 4. The following screen appears. Press the soft ke y 2 or 7 to Select [DAIL Y].
Built -In ACD Superv isor Gu ide Section 521 576-3. 6- 52 1 (ACD 4.0) DBS 576 (USA ) is s ued October 2000 39 D. Hourly tabulation of all agents E. Daily tabulation of all agents F . Weekly tabulation of all agents Step 1 is the same as that for items A.
Secti on 521 Built-I n A C D Su per v isor Guide 40 DBS 57 6 (USA) i ssued Oct ober 2000 576-3 .6-521 (AC D 4.0) 3. The following screen appears. Press the soft ke y 1 or 6 to select [HOURL Y], 2 or 7 to select [DAIL Y], 3 or 8 to select [WEEKL Y]. 4.
Built -In ACD Superv isor Gu ide Section 521 576-3. 6- 52 1 (ACD 4.0) DBS 576 (USA ) is s ued October 2000 41 2. The following screen appears. Press the soft key 1 , 2 or 3 , or 5 , 6 or 7 to select [GROUP1/GROUP2/SYSTEM]. GROUP1 represents Agent Group 1 and GROUP2 represents Agent Group 2.
Secti on 521 Built-I n A C D Su per v isor Guide 42 DBS 57 6 (USA) i ssued Oct ober 2000 576-3 .6-521 (AC D 4.0) 4. Once the input data is validated, the data output starts. The following screen appears while the output is in progress. T o abort output, see the section [MIS data output abort] of [Other Features].
Built -In ACD Superv isor Gu ide Section 521 576-3. 6- 52 1 (ACD 4.0) DBS 576 (USA ) is s ued October 2000 43 P . MIS data output confirmation/cancel * This feature confirms/cancels MIS data output. 1. Step 1 is the same as that for item O. 2. The following screen appears.
Secti on 521 Built-I n A C D Su per v isor Guide 44 DBS 57 6 (USA) i ssued Oct ober 2000 576-3 .6-521 (AC D 4.0) User Information Recording The following (Figure 5) shows the service flow for recording user information messages. V oice output ports of the ACD system can be directly accessed to register , confirm, change, or delete messages.
Built -In ACD Superv isor Gu ide Section 521 576-3. 6- 52 1 (ACD 4.0) DBS 576 (USA ) is s ued October 2000 45 Figure 5. The me ssage has been recorded Call the extensio n number of the voice output port. ACD answer s “Incorrect password. Please hang up”.
Secti on 521 Built-I n A C D Su per v isor Guide 46 DBS 57 6 (USA) i ssued Oct ober 2000 576-3 .6-521 (AC D 4.0) Agent Features Log-in / Log-out Log-in proc ed ure 1. Press the LOGIN key then, press the AGENT ID CODE. 2. The LED lights in green to notify completion of log-in.
Built -In ACD Superv isor Gu ide Section 521 576-3. 6- 52 1 (ACD 4.0) DBS 576 (USA ) is s ued October 2000 47 Available/Unavailable Pressing the UNA V AILABLE key from an idle terminal which is logged in places the extension in the Unavailable status temporarily .
Secti on 521 Built-I n A C D Su per v isor Guide 48 DBS 57 6 (USA) i ssued Oct ober 2000 576-3 .6-521 (AC D 4.0) 2. When the call is placed on hold, the LED remains on.
Built- In ACD Supervisor G uide Se c ti on 521 576-3. 6- 52 1 (ACD 4.0) DBS 576 (USA ) is s ued October 2000 49 Setting 1. Press the ON/OFF key and PROG key . 2. Select a vacant FF key . 3. Press REDIAL key . 4. Select to feature code to assign. 5. Press HOLD key to store.
Built- In ACD Supervisor G uide Se c ti on 521 576-3. 6- 52 1 (ACD 4.0) DBS 576 (USA ) is s ued October 2000 50.
576-3.6-521 (ACD 4.0) DBS 576 (USA) issued October 2000 Index-1 A ACD Call Handling Program ........................................ 4 Activating Supervisor Menu ....................................... 15 Agent Features ...............................
Index Built-i n A CD S up ervisor Gui de Index-2 DBS 576 (USA) issued October 2000 576-3.6-521 (ACD 4.0) INSERT (FF2)............................................................... 9 K Key Assignment ...................................................
An important point after buying a device Panasonic DBS 576 (or even before the purchase) is to read its user manual. We should do this for several simple reasons:
If you have not bought Panasonic DBS 576 yet, this is a good time to familiarize yourself with the basic data on the product. First of all view first pages of the manual, you can find above. You should find there the most important technical data Panasonic DBS 576 - thus you can check whether the hardware meets your expectations. When delving into next pages of the user manual, Panasonic DBS 576 you will learn all the available features of the product, as well as information on its operation. The information that you get Panasonic DBS 576 will certainly help you make a decision on the purchase.
If you already are a holder of Panasonic DBS 576, but have not read the manual yet, you should do it for the reasons described above. You will learn then if you properly used the available features, and whether you have not made any mistakes, which can shorten the lifetime Panasonic DBS 576.
However, one of the most important roles played by the user manual is to help in solving problems with Panasonic DBS 576. Almost always you will find there Troubleshooting, which are the most frequently occurring failures and malfunctions of the device Panasonic DBS 576 along with tips on how to solve them. Even if you fail to solve the problem, the manual will show you a further procedure – contact to the customer service center or the nearest service center
