advertisement
®
Section 521
Built-In ACD
Supervisor Guide
International Version 3.5
(ACD Version 3.0)
Issued March 1999
The contents of this manual are subject to change without notice and do not constitute a commitment on the part of Matsushita Communication Industrial Co. Ltd (MCI). Every effort has been made to ensure the accuracy of this document. 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.
The software and hardware described in this document may be used or copied only in accordance with the terms of the license pertaining to the said software or hardware.
Reproduction, publication, or duplication of this manual, or any part thereof, in any manner, mechanically, electronically, or photographically, is prohibited without permission of the
Matsushita Communication Industrial Co. Ltd (MCI).
©Copyright 1999 by Matsushita Communication Industrial Co. Ltd (MCI)
All rights reserved.
Contents
Changing Supervisor IDs and User Information Recording ID . . . . . . . . . . . . . . . . . . . . 26
ICX-35-521 (ACD 3.0)
ICX (International) issued March 1999 iii
Section 521 Built-In ACD Supervisor Guide iv
ICX (International) issued March 1999
ICX-35-521 (ACD 3.0)
Built-In ACD Supervisor Guide Section 521
Configuration
The Built-In ACD system is composed of the two circuit cards; the ACD card and the VPU4 card. These cards are installed into the DBS 576 System.
The system configuration is shown below. Using an RS-232C port allows
MIS (Management Information System) reports to be output to a printer or
PC but not to the both simultaneously.
The ICX System can be configured for a maximum of 576 ports can support a maximum of two Built-In ACD systems. Note that a single-shelf (96-port) configuration can accommodate only one 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.
ICX-35-521 (ACD 3.0)
ICX (International) issued March 1999
5
Section 521
Specifications
Built-In ACD Supervisor Guide
The following table outlines the major specifications of the Panasonic Built-
In ACD system (maximum).:
Table 3-1. Maximums per ACD System
Item
Agent Group
Agent IDs/system
Number of Agents/ system
Supervisor IDs/system
Voice port/system
Music Port
2
64
32
Maximum per ACD
2
4 ports are shared.
1 Music on Hold source on the CPC is used.
3
64
32
6
ACD Version 3.0
MIS Monitor Port
Number of user guidance messages
1 (RS232C, 9600bps)
6 (Max. 16 seconds/message)/system
4 ports are shared
1 Music on Hold source on the CPC is used.
1 (RS232C, 9600bps)
6 (Length of each message can vary, with a total of 96 seconds recording time available.)
6
ICX (International) issued March 1999
ICX-35-521 (ACD 3.0)
Built-In ACD Supervisor Guide Section 521
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.
During the initial start-up of the ACD, programming is performed automatically using default sample programs.
Figure 2.
Wait for stop of incoming call, then disconnect.
No
Call Incoming
ACD-targeted call?
Yes
Read ACD Call Handling Program number corresponding to target
CO (Exchange) line.
See
Note
Setting of the ACD-targeted call and ACD Call
Handling Program number is performed by program setting 2101 to
2124, 2201 to 2224,
2301-2320, and 2401-
2404.
• Type :CO
(Exchange) line/private line
• Mode :Direct incoming call/transferred incoming call
• ACD Call Handling
Program number: 1
Perform call distribution operation according to ACD Call
Handling Program number.
Any program for the ACD
Call Handling Program number can be set by 4101 to 4104 using commands.
Call built-in VM according to specified
VM number.
The built-in VM corresponding to VM number
(1 to 4) can be set by program setting 4201 to
4204.
Agent extension line of agent group
1, 2, or 3
Note:
Built-VM Extension line Disconnection
• If there is a transferred incoming call (incoming call type either
Exchange line or private line) during an extension line incoming call, this is considered as an ACD-targeted call.
ICX-35-521 (ACD 3.0) 7
ICX (International) issued March 1999
Section 521 Built-In ACD Supervisor Guide
ACD Call Handling Program
Commands can be used to set any call distribution operation for each of the
ACD Call Handling Program numbers (4101 to 4104).
For details on the content of default sample programs, see "Chapter 2.
Programming, ACD Call Handling Program Setting."
Selecting Program Processing
You can select program processing by pressing the FF key. The following shows the procedure and flow of operations from the entry of program numbers to the selection of program processing.
Operation
1. From [SUPERVISOR MENU] screen, press the soft key 5 or 10 to select [CUSTOMIZE].
SUPERVISOR MENU
SYSTEM INFO)
MIS REPORT
CUSTOMIZE
→
→
→
CUSTOMIZE
LINE REGIST.
SYSTEM ID
AGENT ID
GROUP SETTING
CALL HANDLING
MENU
→
→
→
→
→
2. From [CUSTOMIZE MENU] screen, press the soft key 5 or 10 to select [CALL HANDLING].
CALL HANDLING
PROGRAM
VM NUMBER
→
→
PLAY OPTION
→
CUSTOMIZE MENU
→
3. From [CALL HANDLING] screen, press the soft key 1 or 6 to select [PROGRAM].
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
→
→
→
→
→
8
ICX (International) issued March 1999
ICX-35-521 (ACD 3.0)
Built-In ACD Supervisor Guide
SEARCH 1,015,010
01:Select FFKey
PLAY 2
SEARCH 1,020,010
RET 02,010
PLAY 9
END/DISC
Section 521
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.
The NEXT or HOLD keys move to the next line.
The PREV or FL/R keys return to the previous line.
6. Press the FF key to determine processing on the currently displayed program line on the 1st LCD.
FF1 : EDIT
FF2 : INSERT
FF3 : DELETE
FF6 : ALL DELETE
The following items describe the details of subsequent processing.
Note:
• Pressing the PROG key returns to the ACD Call Handling Program number in step 1.
Figure 3.
Enter ACD Call Handling Program number.
HOLD
List Mode screen
NEXT/HOLD: to next line
PREV/FLR: to previous line
SEARCH 1,015,010
01:Select FFKey
PLAY 2
SEARCH 1,020,010
RET 02,010
PLAY 9
END/DISC
2nd LCD display
“01: Select FF Key”
“01: Program line number”
“Select FF Key: Operation Guide”
FF1
EDIT
FF2
INSERT
FF3
DELETE
FF6
ALL DELETE
ICX-35-521 (ACD 3.0)
ICX (International) issued March 1999
9
Section 521 Built-In ACD Supervisor Guide
Programming by Commands
After you have determined the desired process by the FF key, you can customize any program using the six available commands.
The following table shows a list of commands that are used:
Table 3-1.
No
Command
Parameter1 Parameter2 Parameter3 Description
1
2
3
END/
DISK
FWD Transfer Destination
Extension
Line Number
Setting 0 to
9999 (max. 4 digits)
(must be set)
No Answer
Timer 001 to
600
(seconds)
(infinite when not set)
FWDVM Transfer Destination VM
Number Setting 1 to 4
(must be set)
No Answer
Timer 001 to
600
(seconds)
(infinite when not set)
End/Disconnect
• Ends the ACD Call Handling Program at this line.
• When there is a call agent, ends by on-hook disconnection of the agent that replied to the call.
Forward EXT
• Performs an extension line tone call to the transfer destination extension line specified in parameter 1, and performs a transfer after responding to the other party.
• When there is no response, the response from the other party is waited for until the end of the no answer timer set in parameter 2.
Forward VM
• Setting of the built-in VM corresponding to the transfer destination VM number of parameter 1 is set by programming setting 4201 to 4204.
• Performs an extension line tone call to the transfer destination built-in VM specified in parameter
1, and performs a transfer after the VM response.
• When there is no response, the response from the other party is waited for until the end of the no answer timer set in parameter 2.
Answer & Play Message
• Plays back specified guidance in response to a call.
4 PLAY Guidance
Number Setting
5 SEARCH Agent Group
Setting
(must be set)
Search Time
Setting 001 to
600
(seconds)
(must be set)
No Answer
Timer 001 to
600
(seconds)
(infinite when not set)
Agent Search
• Performs a transfer to transferable agents within the agent group specified in parameter 1.
• When there is no transferable agent, performs a search until end of the search time set in parameter 2.
• When the transferred agent does not respond, a response from the other party is waited for until the end of the no answer timer set in parameter 3, and transfer to another Agent is moved to after the end of the no answer timer.
6 RET Program Line
Number Setting 1 to 20
(max. 20 lines)
(must be set)
Count Setting 1 to 255
(times)
(must be set)
Return
• Repeats the program from the line number specified in parameter 1 up to this line for the count specified in parameter 2.
10
ICX (International) issued March 1999
ICX-35-521 (ACD 3.0)
Built-In ACD Supervisor Guide
Operation
The following describes the operation in each of the processes.
EDIT (FF1)
Section 521
This command resets the current setting of displayed program lines. Edit is repeated from the specified program line through to the currently registered final program line (excluding the END/DISC line).
The following screen display shows an example of selection and setting of the
SEARCH command.
SEARCH 1,020,010
03:Select Cmd.
DISK SEARCH
FWD
FWDVM
PLAY
RET List
HOLD key.
Example: Press soft key 6 to select SEARCH.
SEARCH 1
03:AGENT GRP.
Enter The AGENT
GROUP Number.
(1-3)
List
Example:
2. Set parameter 1, and press the HOLD key.
Example: Press key 2 to set group 2.
SEARCH 2,020
03:Search Timer
Enter The AGENT
Search Time.
1 to 600 sec.
List
Example:
3. Set parameter 2, and press the HOLD key.
Example: Press keys 0, 1 and 5 to set the Search Timer to 15.
ICX-35-521 (ACD 3.0)
ICX (International) issued March 1999
11
Section 521
SEARCH 2,015,010
03:No Ans Timer
Enter The AGENT
No Ans Time.
1 to 600 sec.
List
Built-In ACD Supervisor Guide
4. Set parameter 3, and press the HOLD key.
Example: Enter three digits to set the No Ans Timer.
The program line that was set is updated when the final parameter is set. The next line is moved to, and the screen in step 1 is redisplayed.
5. Repeat steps 1 to 4 to set other program lines, and end programming at the END/DISC line.
Note:
• The program line is updated when the final parameter setup is completed at each command, and the next line is moved to. (Example: In the case of the
FWD command, the program line is updated when the no answer timer of parameter 2 is input, and the next line is moved to.)
• 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.
INSERT (FF2)
01:Select Cmd.
DISK SEARCH
FWD
FWDVM
PLAY
RET List
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.
1. Press the soft keys (1 to 6) for the commands to be set, and press the HOLD key.
Example: Press soft key 6 to select SEARCH.
12
SEARCH
01:AGENT GRP.
Enter The AGENT
GROUP Number.
(1-3)
List
2. Set parameter 1, and press the HOLD key.
Example: Press key 1 to set group 1.
ICX (International) issued March 1999
ICX-35-521 (ACD 3.0)
Built-In ACD Supervisor Guide
Example:
Section 521
SEARCH 1,
01:Search Timer
Enter The AGENT
Search Time.
1 to 600 sec.
List
Example:
3. Set parameter 2, and press the HOLD key.
Example: Press the 0, 1 and 0 keys to set the Search Timer to 10 seconds.
SEARCH 1,010,
01:No Ans Timer
Enter The AGENT
No Answer Time.
1 to 600 sec.
List
4. Set parameter 3, and press the HOLD key.
Example: Enter three digits to set the No Ans Timer.
The program line that was set is updated when the final parameter is set. The next line is moved to, and the screen in step 1 is redisplayed.
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 and select List at any of the above steps, the List
Mode screen is redisplayed.
• The END/DISC line cannot be changed nor deleted.
ICX-35-521 (ACD 3.0)
ICX (International) issued March 1999
13
Section 521 Built-In ACD Supervisor Guide
DELETE (FF3)
SEARCH 1,015,010
01:DELETE(LINE)
This command deletes the current setting of displayed program lines.
Deletion can be repeated up to 19 lines.
The following screen display shows an example of deletion of line 01.
1. Confirm the specified line to be deleted, and press the HOLD key.
Example: Line 01 is deleted.
To Delete Program
Line Data, Press
HOLD Key.
List
PLAY 2
01:Select FFKey
SEARCH 1,020,010
RET 02,010
PLAY 9
END/DISC
2. The program line that was displayed is deleted, and the List Mode screen is redisplayed.
When the specified line is deleted, each subsequent program line is shifted up.
Note:
Note: If you press soft key 10 and select List at any of the above steps, the
List Mode screen is redisplayed.
ALL DELETE (FF6)
Program Delete:
DELETE(Program)
This command deletes all settings currently set to all lines in the currently displayed program.
1. Press key 0, and the HOLD key.
To Delete Program
Data, Press 0 and
HOLD Key
List
END/DISK
01:Select FFKey
2. All of the program that was displayed is deleted, and only the default END/DISC line is displayed.
14
ICX (International) issued March 1999
ICX-35-521 (ACD 3.0)
Built-In ACD Supervisor Guide Section 521
Note: If you press soft key 10 and select List at any of the above steps, the
List Mode screen is redisplayed.
Transfer Destination Voice Number
Outline
Sets the voice mail extension line number and access code corresponding to the transfer destination voice mail number (1 to 4).
Operation
1. From [CUSTOMIZE MENU] screen, press the soft key 5 or 10 to select [CUSTOMIZE].
SUPERVISOR MENU
SYSTEM INFO
MIS REPORT
CUSTOMIZE
→
→
→
CUSTOMIZE
LINE REGIST.
SYSTEM ID
AGENT ID
GROUP SETTING
CALL HANDLING
MENU
→
→
→
→
→
2. From [CUSTOMIZE MENU] screen, press the soft key 5 or 10 to select [CALL HANDLING].
3. From [CALL HANDLING] screen, press the soft key 2 or 7 to select [VM NUMBER].
CALL HANDLING
PROGRAM
VM NUMBER
→
→
PLAY OPTION
→
CUSTOMIZE MENU
→
4201:
VM NUMBER 1
CUSTOMIZE MENU
→
4. The 4201 setting screen appears. Enter the extension number + access code (max, 16 digits) using the 10-key pad, and press
HOLD key to make setting. Each time the HOLD key is pressed, the setting changes: 4201
→
4202
→
4203
→
4204.
5. To return to [CUSTOMIZE MENU] screen, press the soft key 5 or 10.
ICX-35-521 (ACD 3.0)
ICX (International) issued March 1999
15
Section 521
Supervisor Features
Built-In ACD Supervisor Guide
Supervisor features are roughly divided into three groups:
1) Supervisor customization: Set for requested features of ACD.
2) Supervisor monitoring: Monitors ACD system status on a large LCD telephone.
3) MIS report feature: Outputs agent management information.
All of the above features are included in the supervisor menu. The following describes each of the features and the common operations.
Common Operation of Supervisor Menu
Read this section first before using the supervisor features.
Activating Supervisor Menu
Operation
From Large Display Telephone
1. Press the Log-in button (FF key).
2. Enter the 4-digit supervisor ID. If a supervisor ID is not entered, you cannot enter supervisor menu.
Make sure to assign supervisor ID at installation. (Default: [No assignment])
3. Select a desired menu by using the soft keys from the above screen.
SUPERVISOR MENU
SYSTEM INFO
MIS REPORT
CUSTOMIZE
→
→
→
4. For further operations, see desired section in this manual.
16
ICX (International) issued March 1999
ICX-35-521 (ACD 3.0)
Built-In ACD Supervisor Guide Section 521
Common Operation for Supervisor Customization
1) PROG KEY : Returns to Supervisor Top Menu.
2) MEMORY KEY : Goes to the upper layer.
3) HOLD KEY : Validates data or goes to the next setting.
4) FL/R KEY
5) CONF KEY
: Returns to the previous address number
: Clears data.
6) REDIAL KEY : Displays the data before entering program parameter.
7) PREV/NEXT KEY : Scrolls screens if the address has more than one screen.
Supervisor Customization
Each item can be customized by operations from the supervisor menu. The following shows the operation of customization from the supervisor menu.
Operation
1. From [SUPERVISOR MENU] screen, press the soft key 5 or 10 to select [CUSTOMIZE].
SUPERVISOR MENU
SYSTEM INFO
MIS REPORT
CUSTOMIZE
→
→
→
CUSTOMIZE
LINE REGIST.
SYSTEM ID
AGENT ID
GROUP SETTING
CALL HANDLING
MENU
→
→
→
→
→
2. Select a desired menu by using the soft key from the
[CUSTOMIZE MENU] screen.
3. For further operations, see desired section in this manual.
ICX-35-521 (ACD 3.0)
ICX (International) issued March 1999
17
Section 521 Built-In ACD Supervisor Guide
Direct Incoming Call Setting
Outline
COs (Exchange Lines) and private lines with direct incoming ACD calls to be processed the same are grouped together as a block. Each block is assigned one of four ACD Call Handling Programs.
Set the ACD Call Handling Program number to each block, and set the ACD service call processing method.
Operation
1. From [CUSTOMIZE MENU] screen, press the soft key 1 or 6 to select [LINE REGIST.].
CUSTOMIZE
LINE REGIST.
SYSTEM ID
AGENT ID
GROUP SETTING
CALL HANDLING
MENU
→
→
→
→
→
2. From [LINE REGIST.] screen, press the soft key 1 or 6 to select
[DIRECT INCOME].
LINE REGIST.
DIRECT INCOME
TRANSF. INCOME
DID ID
EXT. GROUP
CUSTOMIZE MENU
→
→
→
→
→
3. The following screen appears. Press the soft key for desired block number.
DIRECT INCOME
BL 1ST LST PRG
01 001 003 1
02
03 005 010
04
3
or
18
ICX (International) issued March 1999
ICX-35-521 (ACD 3.0)
Built-In ACD Supervisor Guide Section 521
DIRECT INCOME
BL 1ST LST PRG
21
22
23
24
2103:005
DIRECT INCOME
FIRST LINE NO
(BLOCK03)
CUSTOMIZE MENU
→
4. Enter the first CO (Exchange) line or private line number using the 10-key pad. (The figure on left shows setting of block No. 03.)
2103:010
DIRECT INCOME
LAST LINE NO
(BLOCK03)
CUSTOMIZE MENU
→
5.
→
Press HOLD key to store first line number.
6. Enter the last CO (Exchange) line or private line number using the
10-key pad.
2103:3
DIRECT INCOME
PROGRAM NO
(BLOCK03)
CUSTOMIZE MENU
→
8. Enter the ACD Call Handling Program number.
9. To return to [CUSTOMIZE MENU] screen, press the soft key 5 or 10.
ICX-35-521 (ACD 3.0)
ICX (International) issued March 1999
19
Section 521 Built-In ACD Supervisor Guide
Transferring Incoming Call Setting
Outline
COs (Exchange Lines) and private lines with transferred incoming ACD calls to be processed the same are grouped together as a block. Each block is assigned one of four ACD Call Handling Programs.
Set the ACD Call Handling Program number to each block, and set the ACD service call processing method.
Operation
1. From [CUSTOMIZE MENU] screen, press the soft key 1 or 6 to select [LINE REGIST.].
CUSTOMIZE
LINE REGIST.
SYSTEM ID
AGENT ID
GROUP SETTING
CALL HANDLING
MENU
→
→
→
→
→
2. From [LINE REGIST.] screen, press the soft key 3 or 8 to select
[TRANSF. INCOME].
LINE REGIST.
DIRECT INCOME
TRANSF. INCOME
DID ID
EXT. GROUP
CUSTOMIZE MENU
→
→
→
→
→
TRANSF. INCOME
BL 1ST LST PRG
01 001 003 1
02
03 005 010
04
3
3. The following screen appears. Press the soft key for desired block number.
or
20
ICX (International) issued March 1999
ICX-35-521 (ACD 3.0)
Built-In ACD Supervisor Guide Section 521
TRANSF. INCOME
BL 1ST LST PRG
21
22
23
24
2203:005
TRANSF. INCOME
FIRST LINE NO
(BLOCK03)
CUSTOMIZE MENU
→
4. Enter the first CO (Exchange) line or private line number using the 10-key pad. (The figure on left shows setting of block No. 03.)
2203:010
TRANSF. INCOME
LAST LINE NO
(BLOCK03)
CUSTOMIZE MENU
→
5.
→
Press HOLD key to store first line number.
6. Enter the last CO (Exchange) line or private line number using the
10-key pad.
2203:3
TRANSF. INCOME
PROGRAM NO
(BLOCK03)
CUSTOMIZE MENU
→
8. Enter the ACD Call Handling Program number.
9. To return to [CUSTOMIZE MENU] screen, press the soft key 5 or 10.
ICX-35-521 (ACD 3.0)
ICX (International) issued March 1999
21
Section 521 Built-In ACD Supervisor Guide
DID Call Setting
Outline
COs (Exchange) and private lines with transferred incoming ACD calls to be processed the same are grouped together as a block based on the four digit
DID number. Each block is assigned one of four ACD Call Handling
Programs.
Set the ACD Call Handling Program number to each block, and set the ACD service call processing method.
Operation
1. From [CUSTOMIZE MENU] screen, press the soft key 1 or 6 to select [LINE REGIST.].
CUSTOMIZE
LINE REGIST.
SYSTEM ID
AGENT ID
GROUP SETTING
CALL HANDLING
MENU
→
→
→
→
→
2. From [LINE REGIST.] screen, press the soft key 3 or 8 to select
[DID ID].
LINE REGIST.
DIRECT INCOME
TRANSF. INCOME
DID ID
EXT. GROUP
CUSTOMIZE MENU
→
→
→
→
→
DID ID
NO DID ID
01
02
03
04
PRG
3. The following screen appears. Press the soft key for desired block number.
or block numbers.
22
ICX (International) issued March 1999
ICX-35-521 (ACD 3.0)
Built-In ACD Supervisor Guide Section 521
2303:
DID ID
10 DIGITS
(0-9,*,#)
CUSTOMIZE MENU
→
5. Enter the first CO (Exchange) line or private line number using the 10-key pad.
6.
→
Press HOLD key to store first line number.
7. Enter the ACD Call Handling Program number.
2303:
DID ID
PROGRAM NO
(1-4)
CUSTOMIZE MENU
→
9. To return to [CUSTOMIZE MENU] screen, press the soft key 5 or 10.
ICX-35-521 (ACD 3.0)
ICX (International) issued March 1999
23
Section 521 Built-In ACD Supervisor Guide
Ext. Group Call Setting
Outline
COs (Exchange) and private lines with transferred incoming ACD calls to be processed the same are grouped together as a block based on the trunk. Each block is assigned one of four ACD Call Handling Programs.
Set the ACD Call Handling Program number to each block, and set the ACD service call processing method.
Operation
1. From [CUSTOMIZE MENU] screen, press the soft key 1 or 6 to select [LINE REGIST.].
CUSTOMIZE
LINE REGIST.
SYSTEM ID
AGENT ID
GROUP SETTING
CALL HANDLING
MENU
→
→
→
→
→
LINE REGIST.
DIRECT INCOME
TRANSF. INCOME
DID ID
EXT. GROUP
CUSTOMIZE MENU
→
→
→
→
→
2. From [LINE REGIST.] screen, press the soft key 4 or 9 to select
[EXT. GROUP].
EXT. GROUP
GP 1ST LST PRG
01
02
03
04
3. The following screen appears. Press the soft key for desired block number.
or block numbers.
24
ICX (International) issued March 1999
ICX-35-521 (ACD 3.0)
Built-In ACD Supervisor Guide Section 521
2401:
EXT. GROUP
FIRST LINE NO
(01-20)
(GROUP 1)
CUSTOMIZE MENU
→
5. Enter the first CO (Exchange) line or private line number using the 10-key pad.
6.
→
Press HOLD key to store first line number.
7. 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.
ICX-35-521 (ACD 3.0)
ICX (International) issued March 1999
25
Section 521 Built-In ACD Supervisor Guide
Changing Supervisor IDs and User Information
Recording ID
Outline
This procedure changes supervisor IDs and user information recording ID.
Setting
Program Address 3101-3106:
Change the ID of Supervisor 1. The ID must be 4 digits. The initial value should be assigned by your dealer.
Program Address 3102:
Change the ID of Supervisor 2. The ID must be 4 digits. The initial value should be assigned by your dealer.
Program Address 3201:
Change the ID for user information recording. The ID must be 4 digits.
The initial value should be assigned by your dealer.
Operation
1. From [CUSTOMIZE MENU] screen, press the soft key 2 or 7 to select [SYSTEM ID].
CUSTOMIZE
LINE REGIST.
SYSTEM ID
AGENT ID
GROUP SETTING
CALL HANDLING
MENU
→
→
→
→
→
3101:****
SUPERVISOR
ID NO (1)
CUSTOMIZE MENU
→
2. The 3101 setting screen appears. Enter the 4-digit ID number and press HOLD key to make setting. Each time the HOLD key is pressed, the setting changes:
3101
→
3102
→3103→3104→3105→3106→
3201.
3. Press the soft key 5 or 10 to return to [CUSTOMIZE MENU] screen.
26
ICX (International) issued March 1999
ICX-35-521 (ACD 3.0)
Built-In ACD Supervisor Guide
Notice
Section 521
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.
2. Make sure to record the IDs because they cannot be confirmed without entering [SUPERVISOR MENU]. Ask your dealer if you forget.
Registering Agent IDs
Outline
This procedure sets agent ID numbers and their groups.
Setting
Program Address 3301~3364
Set agent ID numbers and agent groups. ID numbers are fixed to 4 digits. Set 1, 2, or 3 as an agent group for each agent.
Operation
1. From [CUSTOMIZE MENU] screen, press the soft key 3 or 8 to select [AGENT ID].
CUSTOMIZE
LINE REGIST.
SYSTEM ID
AGENT ID
GROUP SETTING
CALL HANDLING
MENU
→
→
→
→
→
2. From [AGENT ID] screen, press the soft key 1 or 6 to select
[REGISTRATION].
AGENT ID
REGISTRAION
CONFIRMATION
→
→
CUSTOMIZE MENU
→
3. The following screen appears. Press the soft key for desired agent number.
01
02
03
04
05
REGISTRATION
1000
1001
1
1
1002 2
ICX-35-521 (ACD 3.0)
ICX (International) issued March 1999
27
Section 521 or
Built-In ACD Supervisor Guide
61
62
63
64
REGISTRATION
1050
1051
2
1
1052 2
3301:1000
AGENT 01
ID NO
CUSTOMIZE MENU
→
4. Enter 4-digit ID number using the 10-key pad. (The figure on left shows setting of Agent No.01.)
To clear ID press CONF key.
5.
→
Press HOLD key to store ID number.
6. Enter the agent group number (1, 2, or 3) using the 10-key pad.
3301:1
AGENT 01
GROUP NO
(1-3)
CUSTOMIZE MENU
→
7.
→
Press HOLD key to validate for this agent.
8. The next agent number is displayed. Repeat the same procedure from procedure 4 for next agent if required.
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.
28
ICX (International) issued March 1999
ICX-35-521 (ACD 3.0)
Built-In ACD Supervisor Guide Section 521
Confirming Agent IDs
Outline
This procedure displays the ID numbers of agents which belong to each group.
Operation
1. From [AGENT ID] screen, press the soft key 3 or 8 to select
[CONFIRMATION].
AGENT ID
REGISTRAION
→
CONFIRMATION
→
CUSTOMIZE MENU
→
CONFIRMATION
GROUP1 XX
GROUP2 XX
→
→
GROUP3 XX
→
CUSTOMIZE MENU
→
2. The screen for selecting group 1, 2, or 3 appears. The number which follows each group is the number of agents in the group.
Select the agent group whose agent IDs are to be confirmed, by using soft keys.
Agent group 1: soft key 2 or 7
Agent group 2: soft key 3 or 8
Agent group 3: soft key 4 or 9
3. Registered agent ID numbers are displayed (The figure on left shows a list of agent group 1). To scroll up/down the screen, use the PREV or NEXT key.
CONFIRMATION
GROUP 1
XXXX
XXXX
XXXX
XXXX
XXXX
XXXX
XXXX XXXX XXXX
XXXX XXXX XXXX
CUSTOMIZE MENU
→ or
4. To return to [CUSTOMIZE MENU] screen, press the soft key 5 or 10.
Setting on Service Flow Details
Outline
Operation
CUSTOMIZE
LINE REGIST.
SYSTEM ID
AGENT ID
GROUP SETTING
CALL HANDLING
MENU
→
→
→
→
→
This procedure makes a variety of settings such as service flow setting, separately for agent group 1 and agent group 2.
1. From [CUSTOMIZE MENU] screen, press the soft key 4 or 9 select [GROUP SETTING].
ICX-35-521 (ACD 3.0)
ICX (International) issued March 1999
29
Section 521
GROUP SETTING
GROUP1
GROUP2
GROUP3
→
→
→
CUSTOMIZE MENU
→
3401:1
GROUP 1
1:LEAST BUSY
2:LONGEST IDLE
CUSTOMIZE MENU
→
Built-In ACD Supervisor Guide
2. From [GROUP SETTING] screen, use soft keys to select the agent group to be set.
Agent group 1: soft key 1 or 6
Agent group 2: soft key 2 or 7
Agent group 3: soft key 3 or 8
3. First setting (3401) for the selected group is displayed. Enter a set value, then press the HOLD key to validate setting. Every time the HOLD key is pressed without set values specified, the next setting item is displayed. Press FL/R key to return to the previous setting.
4. To return to [CUSTOMIZE MENU] screen, press the soft key 5 or 10.
Setting
If the first two digits of a setting number is [34], the setting pertains to group
1, and [35], to group 2, and [36] to group 3. The following explanation, therefore, shows group 1/group 2 setting.
Program Address 3401/3501/3601: Agent search method
Set the agent search method. Select either of the following:
1: LEAST BUSY FIRST setting. This mode first selects the agent whose busy rate (total busy time/total Login time) is the lowest in the group for the day.
2: NEXT AVAILABLE FIRST setting. This mode selects the agent which is placed in idle status for the longest duration following the last talking status.
Note: For both 1&2, only ACD calls will be counted as busy time or busy status.
Program Address 4101-4104: ACD Call Handling Program
Commands are used to set any call distribution operation to ACD Call
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).
Program Address 4301: Message Play Option
Plays recorded messages, while the incoming ACD call is on hold. This option can also be set to play a message and search for an available agent.
30
ICX (International) issued March 1999
ICX-35-521 (ACD 3.0)
Built-In ACD Supervisor Guide Section 521
Supervisor Monitoring
The ACD system can be monitored by the supervisor. Note that data is updated every 10 seconds while the monitoring screen is displayed.
Operation
SUPERVISOR MENU
SYSTEM INFO
MIS REPORT
CUSTOMIZE
→
→
→
Details are given in each feature section. The following shows the operation of the supervisor monitoring from the [SUPERVISOR MENU] screen:
1. From the [SUPERVISOR MENU] screen select [SYSTEM
INFO]:
SYSTEM INFO
AGENT GROUP1
AGENT GROUP2
AGENT GROUP3
→
→
→
2. Group 1 monitoring: Press the soft key 1 or 6 to select Agent
Group 1.
Group 2 monitoring: Press the soft key 2 or 7 to select Agent
Group 2.
Group 3 monitoring: Press the soft key 3 or 8 to select Agent
Group 3.
SYSTEM INFO
AGENT GROUP 1
TRAFFIC INFO
→
WAITING CALL
→
AGENT STATUS
→
3. After selecting one of the above groups, the following menu selection screen appears. Use soft keys to select a desired item.
This figure shows the case where [AGENT GROUP 1] is selected.
4. Select desired menu. For further operations, see next page.
Traffic Information
Operation
1. From [SYSTEM INFO] screen, press the soft key 1 or 6 to select
[TRAFFIC INFO.].
SYSTEM INFO
AGENT GROUP 1
TRAFFIC INFO
→
WAITING CALL
→
AGENT STATUS
→
ICX-35-521 (ACD 3.0)
ICX (International) issued March 1999
31
Section 521
TRAFFIC INFO
AGENT GROUP 1
TOTAL CALLS
MAX WAIT
XX
(X)XXXS
LOGIN AGENT
AVAILABLE
XX
XX
2. The following screen appears.
Built-In ACD Supervisor Guide
3. Press the MEMORY key to return to the [SYSTEM INFO.] screen. Press the PROG key to return to the [SUPERVISOR
MENU] screen.
Screen explanation
TOTAL CALLS : Total number of current incoming calls via the ACD system
MAX WAIT : The longest time of a current incoming call via the ACD system is placed in wait status, not connected to an agent.
The unit is in seconds.
LOGIN AGENT : The number of current log in agents.
AVAILABLE : The number of agents who are available.
Waiting Call
Operation
SYSTEM INFO
AGENT GROUP 1
TRAFFIC INFO
→
WAITING CALL
→
AGENT STATUS
→
1. From [SYSTEM INFO] screen, press the soft key 2 or 7 to select
[WAITING CALL].
32
2. The following screen appears.
TRK
XXX
XXX
XXX
XXX
WAITING CALL
AGENT GROUP 1
TIME 01/XX
XXXXS
XXXXS
XXXXS
XXXXS
or
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.
ICX (International) issued March 1999
ICX-35-521 (ACD 3.0)
Built-In ACD Supervisor Guide Section 521
Screen explanation
TRK column: CO (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].
AGENT STATUS INF
AGENT GROUP 1
LOGIN AGENT
AVAILABLE
XX
XX
BUSY(ACD CALL) XX
BUSY(NON-ACD) XX
IDLE AGENT XX
2. The following screen appears.
3. Press the NEXT key for additional information.
AGENT STATUS INF
AGENT GROUP 1
ID
XXXX
XXXX
XXXX
XXXX
EXT STATUS
XXXX XXXXX
XXXX XXXXX
XXXX XXXXX
XXXX XXXXX
4. Press the NEXT key to scroll down, PREV key to scroll up.
or
AGENT STATUS INF
AGENT GROUP 1
ID
XXXX
XXXX
XXXX
XXXX
EXT STATUS
XXXX XXXXX
XXXX XXXXX
XXXX XXXXX
XXXX XXXXX
ICX-35-521 (ACD 3.0)
ICX (International) issued March 1999
33
Section 521
Screen explanation
Built-In ACD Supervisor Guide
5. Press the MEMORY KEY to return to the [SYSTEM INFO] screen. Press the PROG key to return to the [SUPERVISOR
MENU] screen.
A. First screen
LOGIN AGENT: Number of agents that have logged in.
AVAILABLE: Number of log-in agents in AVAILABLE status.
BUSY(ACD CALL): Number of agents engaged in incoming calls via the
ACD system.
BUSY (NON-ACD): Number of agents engaged in calls other than the above
BUSY (ACD CALL) calls.
IDLE AGENT: Number of agents ready to answer incoming calls.
B. Second and the subsequent screens
ID column: Agent IDs.
EXT column: Extension numbers used by agents.
STATUS column: Current agent status.
Meaning of the display is as follows:
Avail: The agent is in the AVAILABLE status.
Unav.: The agent is in the UNAVAILABLE status.
ACD: The agent is engaged in incoming calls via the ACD system.
N-ACD: The agent is engaged in calls other than the above ACD calls.
MIS Report Features
MIS Report Outline
The MIS Report feature provides the Supervisor with a variety of reports.
Activity of each agent, system, or a group is tabulated on an hour, day, or week (Monday to Sunday) basis. Data is saved for 14 days.
Printing order is issued from the Supervisor monitor telephone. For details, see [MIS Report Operation]. Output destination is an RS-232C-compatible printer or an RS232C-compatible personal computer (PC). To enable output to a 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.
34 ICX-35-521 (ACD 3.0)
ICX (International) issued March 1999
Built-In ACD Supervisor Guide Section 521
ICX-35-521 (ACD 3.0)
2. If the date and time of the main unit is changed, MIS report will not be accurate. In this case, output MIS report in advance, and clear the data (See
Other Features/Data Clear)
3. MIS report which includes present time (for example 19:30), will be incomplete (report up to 19:00).
4. Two supervisors cannot output the MIS report simultaneously.
5. The MIS report data cannot be cleared if another supervisor has been entering the MIS REPORT MENU.
6. Two supervisors cannot enter the MIS REPORT MENU and
CUSTOMIZE MENU simultaneously.
7. The definition of an ACD talk time is a time span from a call picked up to an end of a conversation or transferring to another extension.
8. If a non-Agent picks up an ACD call, MIS report will not be accurate.
Therefore, the Manufacturer recommends not to assign ACD lines to FF keys.
9. The MIS report includes Abandoned incoming calls.
• CO (Exchange) disconnects call before agent answers.
The following gives an outline of the MIS report output.
Agent Activity
The following reports are tabulated on a per agent basis:
• Total Log-in Time, Unavailable Time, Talk Time, Idle Time &
Percentage (IDLE Time=LOGIN Time-TALK Time)
• Average time from call incoming to answer.
• Number of incoming calls, number of answered calls
Group Activity
The following reports are tabulated on a per group basis:
• Total Log-in Time, Unavailable Time, Talk Time, Idle Time &
Percentage (IDLE=LOGIN-TALK)
• Number of incoming calls, number of answered calls
System Activity
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
ICX (International) issued March 1999
35
Section 521 Built-In ACD Supervisor Guide
The following report is tabulated:
Number of per-code calls (tabulated on a daily/weekly basis for each group/ system)
MIS Function Tabulation Unit
MIS report is output in the following cycles:
• Hourly report:
Specified date(s) can be output on an hourly (0-24) basis.
• Daily report:
Data for previous week/this week can be output on a daily basis.
The oldest available data is Monday of previous week.
• Weekly report:
Data for both previous and this weeks are output on a weekly basis.
The following shows available report.
Table 3-2.
Group
Agent
(1~64)
HOURLY
DAILY
WEEKLY
Group
(1, 2, or 3)
HOURLY
DAILY
WEEKLY
System HOURLY
DAILY
WEEKLY
INCOMING
ABANDONED
CALLS
TOTAL
LOGIN
TIME
UNAVAIL
ABLE
TIME
TALK
TIME
IDLE
TIME
INCOMING
CALLS
ANSWER
CALLS
AVERAGE
RINGING
TIME
ABANDONED
CALLS
o o o o o o o o o
X o o o o o o o o o
X o o o o o o o o o
X o o o o o o o o o
X o o o o o o o o o
X o o o o o o o o o
X
X o o
X
X
X
X
X
X
X o
X
X
X
X
X
X
X
X
X o
: Available to report
X : Unavailable to report
36
ICX (International) issued March 1999
ICX-35-521 (ACD 3.0)
Built-In ACD Supervisor Guide Section 521
The following shows the tabulation unit of WORK UNIT COUNT.
Total count per code is shown in the following tabulation unit:
Table 3-3.
Unit
Group 1 DAILY
WEEKLY
Group 2 DAILY
WEEKLY
Group 3 DAILY
WEEKLY
System DAILY
WEEKLY
Code 1 Code 2 Code 3 ---Code 20
MIS Report Operation
• Common Operation of MIS Report
MIS reports can be output by operations from the Supervisor. The following shows the MIS report output operation from [SUPERVISOR MENU]:
Operation
SUPERVISOR MENU
SYSTEM INFO
MIS REPORT
CUSTOMIZE
→
→
→
1. From [SUPERVISOR MENU] screen, press the soft key 4 or 9 to select [MIS REPORT].
[MIS REPORT MENU] screen appears.
MIS REPORT MENU
←
AGENT REPORT
→
←
GROUP REPORT
→
←
SYSTEM REPORT
→
←
WORK UNIT
→
←
OTHERS
→
ICX-35-521 (ACD 3.0)
2. Select a desired menu by using the soft keys from the above screen.
ICX (International) issued March 1999
37
Section 521
ACD Supervisor Mode Menu Flow Chart
Figure 4.
MAIN SUPERVISOR MENU
SYSTEM
INFORMATION
TRAFFIC INFORMATION
WAITING CALL
AGENT STATUS
38
MIS REPORT
Built-In ACD Supervisor Guide
AGENT REPORT PERSONAL
(Agent ID code input)
A
B
HOURLY
DAILY
(INPUT START DATE
AND LAST DATE)
THIS WEEK
LAST WEEK
ALL
C WEEKLY
ALL AGENT
D
E
HOURLY
DAILY
(INPUT START DATE
AND LAST DATE)
THIS WEEK
LAST WEEK
ALL
F WEEKLY
GROUP REPORT
GROUP1
GROUP2
GROUP3
SYSTEM REPORT
G
H
HOURLY
DAILY
(INPUT START DATE AND LAST DATE)
THIS WEEK
LAST WEEK
ALL
I WEEKLY
HOURLY
DAILY
(INPUT START DATE AND LAST DATE)
THIS WEEK
LAST WEEK
ALL
WEEKLY
HOURLY
DAILY
WEEKLY
J HOURLY
K DAILY
(INPUT START DATE AND LAST DATE)
THIS WEEK
LAST WEEK
ALL
(INPUT START DATE
AND LAST DATE)
THIS WEEK
LAST WEEK
ALL
L WEEKLY
WORK UNIT COUNT
SYSTEM
GROUP1
M WEEKLY
N DAILY
WEEKLY
DAILY
ICX (International) issued March 1999
ICX-35-521 (ACD 3.0)
Built-In ACD Supervisor Guide
WORK UNIT COUNT
GROUP1
GROUP2
GROUP2
GROUP3
GROUP3
M DAILY
N
WEEKLY
DAILY
WEEKLY
DAILY
WEEKLY
DAILY
WEEKLY
DAILY
WEEKLY
Section 521
ACD CUSTOMIZE
OTHERS
LINE REGIST.
STATUS/CANCEL
MIS DATA CLEAR
DIRECT INCOME
TRANSF. INCOME
OUTPUT QUIT
SYSTEM ID
AGENT ID
GROUP SETTING
REGISTRATION
CONFIRMATION
GROUP 1
GROUP 2
GROUP 3
CALL HANDLING
PROGRAM
VM NUMBER
PROGRAM 1
PROGRAM 2
PROGRAM 3
PROGRAM 4
• Output of MIS Report Data
The following explains the procedure for outputting each function. The procedures below are operations from [MIS REPORT MENU] screen.
Agent Report
MIS REPORT MENU
←
AGENT REPORT
→
←
GROUP REPORT
→
←
SYSTEM REPORT
→
←
WORK UNIT
→
←
OTHERS
→
A. Hourly tabulation of each agent
1. From [MIS REPORT] screen, press the soft key 1 or 6 to select
[AGENT REPORT].
ICX-35-521 (ACD 3.0)
ICX (International) issued March 1999
39
Section 521
AGENT REPORT
←
←
PERSONAL
→
ALL AGENT
→
MIS REPORT MENU
AGENT ID:XXXX
ENTER THE AGENT
ID CODE AND
PRESS HOLD KEY
MIS REPORT MENU
→
AGENT ID:XXXX
←
←
←
HOURLY
DAILY
WEEKLY
→
→
→
MIS REPORT MENU
→
START DATE:
ENTER THE START
DATE (DD) AND PRESS
HOLD KEY
MIS REPORT MENU
→
Built-In ACD Supervisor Guide
2. The following screen appears. Press the soft key 1 or 6 to select
[PERSONAL].
Pressing the soft key 5 or 10 returns to [MIS REPORT 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.
4. The following screen appears. Press the soft key 1 or 6 to Select
[HOURLY].
5. The following screen appears. Enter the starting date and ending date of the data to be output. First enter the starting date, press
HOLD key to validate, then enter the ending date and press
HOLD key again. No month is needed to be entered. For example, data for a period beginning with April 25 and ending with May 2, Enter 25 as the starting date, 2 as the ending date. For
1 through 9, 01 through 09 can be entered instead.
First date input + HOLD key + Last date input + HOLD key
LAST DATE:
ENTER THE LAST
DATE (DD) AND PRESS
HOLD KEY
MIS REPORT MENU
→
40
MIS OUTPUT
AGENT ID:XXXX
HOURLY REPORT
FROM XX TO XX
MIS REPORT MENU
→
6. Once the input data is validated, the data output starts. The following screen appears while the output is in progress. To abort output, see the section [MIS data output abort] section of, [Other
Features].
ICX (International) issued March 1999
ICX-35-521 (ACD 3.0)
Built-In ACD Supervisor Guide Section 521
AGENT ID:XXXX
←
←
←
HOURLY
DAILY
WEEKLY
→
→
→
MIS REPORT MENU
→
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 key 2 or 7 to Select
[DAILY].
5. The following screen appears. Press the soft key 1 or 6 for [THIS
WEEK], 2 or 7 for [LAST WEEK], 3 or 8 for [ALL].
AGENT ID:XXXX
←
←
←
THIS WEEK
LAST WEEK
ALL
→
→
→
MIS REPORT MENU
→
MIS OUTPUT
AGENT ID:XXXX
DAILY REPORT
THIS WEEK
MIS REPORT MENU
→
6. Once the input data is validated, the data output starts. The following screen appears while the output is in progress. To abort output, see the [MIS data output abort] section, [Other Features].
(The figure on left shows outputting of this week)
AGENT ID:XXXX
←
←
←
HOURLY
DAILY
WEEKLY
→
→
→
MIS REPORT MENU
→
C. Weekly tabulation of each agent
Steps 1 to 3 are the same as those for item A.
4. The following screen appears. Press the soft key 3 or 8 to select
[WEEKLY].
MIS OUTPUT
AGENT ID: XXXX
WEEKLY REPORT
5. Once the input data is validated, the data output starts. The following screen appears while the output is in progress. To abort output, see the section [MIS data output abort], section, [Other
Features]
MIS REPORT MENU
→
ICX-35-521 (ACD 3.0)
ICX (International) issued March 1999
41
Section 521 Built-In ACD Supervisor Guide
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.
2. From the following screen, press the soft key 2 or 7 to select
[ALL AGENT].
AGENT REPORT
←
←
PERSONAL
ALL AGENT
→
→
MIS REPORT MENU
ALL AGENT
←
←
←
HOURLY
DAILY
WEEKLY
→
→
→
MIS REPORT MENU
→
3. The following screen appears. Press the soft key 1 or 6 to select
[HOURLY], 2 or 7 to select [DAILY], 3 or 8 to select
[WEEKLY].
4. Follow steps 5 and 6 of item A for [HOURLY].
Follow steps 5 and 6 of item B for [DAILY].
Follow steps 5 of item C for [WEEKLY].
Group Report
MIS REPORT MENU
←
AGENT REPORT
→
←
GROUP REPORT
→
←
SYSTEM REPORT
→
←
←
WORK UNIT
OTHERS
→
→
G. Hourly tabulation of group report
H. Daily tabulation of group report
I. Weekly tabulation of group report
1. From [MIS REPORT] screen, press the soft key 2 or 7 to select
[GROUP REPORT].
GROUP REPORT
←
←
←
GROUP 1
GROUP 2
GROUP 3
MIS REPORT MENU
→
→
→
2. The following screen appears. Press the soft key 1 or 6, 2 or 7, or
3 or 8 to select [GROUP1/GROUP2/GROUP3]. Pressing the soft key 5 or 10 returns to [MIS REPORT MENU] screen (the same for the subsequent screens).
The following procedure assumes that [GROUP 1] is selected:
42
ICX (International) issued March 1999
ICX-35-521 (ACD 3.0)
Built-In ACD Supervisor Guide
GROUP1 REPORT
←
←
←
HOURLY
DAILY
WEEKLY
→
→
→
MIS REPORT MENU
→
Section 521
3. The following screen appears. Press the soft key 1 or 6 to select
[HOURLY], 2 or 7 to select [DAILY], 3 or 8 to select
[WEEKLY].
4. Follow steps 5 and 6 of item A for [HOURLY].
Follow steps 5 and 6 of item B for [DAILY].
Follow steps 5 of item C for [WEEKLY].
System Report
J. Hourly tabulation of system report
K.Daily tabulation of system report
MIS REPORT MENU
←
AGENT REPORT
→
←
GROUP REPORT
→
←
SYSTEM REPORT
→
←
WORK UNIT
→
←
OTHERS
→
L. Weekly tabulation of system report
1. From [MIS REPORT] screen, press the soft key 3 or 8 to select
[SYSTEM REPORT].
←
←
←
SYSTEM REPORT
HOURLY
DAILY
WEEKLY
→
→
→
MIS REPORT MENU
2. The following screen appears. Press the soft key 1 or 6 to select
[HOURLY], 2 or 7 to select [DAILY], 3 or 8 to select
[WEEKLY].
3. Follow steps 5 and 6 of item A for [HOURLY].
Follow steps 5 and 6 of item B for [DAILY].
Follow steps 5 of item C for [WEEKLY].
Work Unit Count
MIS REPORT MENU
←
AGENT REPORT
→
←
GROUP REPORT
→
←
SYSTEM REPORT
→
←
WORK UNIT
→
←
OTHERS
→
M. Daily tabulation of work unit count
1. From [MIS REPORT] screen, press the soft key 4 or 9 to select
[WORK UNIT].
ICX-35-521 (ACD 3.0)
ICX (International) issued March 1999
43
Section 521
WORK UNIT COUNT
←
←
←
←
GROUP 1
GROUP 2
Group 3
SYSTEM
→
→
→
→
MIS REPORT MENU
→
Built-In ACD Supervisor Guide
2. The following screen appears. Press the soft key 1 or 6, 2 or 7, or
3 or 8 to select [GROUP1/GROUP2/GROUP3/SYSTEM].
GROUP1 represents Agent Group 1 and GROUP2 represents
Agent Group 2, and GROUP3 represents Agent Group3.
SYSTEM represents the total sum of Group 1 and Group 2. The following procedure assumes that Group 1 is selected (the operation is the same if another option is selected).
3. The following screen appears. Press the soft key 2 or 7 to select
[DAILY].
WORK UNIT COUNT
←
←
AGENT GROUP 1
DAILY
WEEKLY
→
→
MIS REPORT MENU
→
←
←
←
WORK UNIT COUNT
AGENT GROUP 1
THIS WEEK
LAST WEEK
ALL
→
→
→
MIS REPORT MENU
→
MIS OUTPUT !
AGENT GROUP 1
WORK UNIT COUNT
DAILY REPORT
ALL
MIS REPORT MENU
→
4. From the following screen, press the soft key 1, 2, 3 or 6, 7, 8 to select [THIS WEEK], [LAST WEEK], [ALL].
When [THIS WEEK] is selected, data is output from Monday of this week.
When [LAST WEEK] is selected, data is output from Monday to
Sunday of last week.
When [ALL] is selected, all data from Monday of last week will be output.
5. Once the input data is validated, the data output starts. The following screen appears while the output is in progress. To abort output, see the section [MIS data output abort] section, [Other
Features].
N. Weekly tabulation of work unit count
Steps 1 to 2 are the same as those for item M.
WORK UNIT COUNT
AGENT GROUP 1
3. The following screen appears. Press the soft key 3 or 8 to select
[WEEKLY].
←
←
DAILY
WEEKLY
MIS REPORT MENU
→
→
44
ICX (International) issued March 1999
ICX-35-521 (ACD 3.0)
Built-In ACD Supervisor Guide
MIS OUTPUT !
AGENT GROUP 1
WORK UNIT COUNT
WEEKLY REPORT
MIS REPORT MENU
→
Section 521
4. Once the input data is validated, the data output starts. The following screen appears while the output is in progress. To abort output, see the section [MIS data output abort] of [Other
Features].
Other Features (Data Clear and Output Cancel)
MIS REPORT MENU
←
AGENT REPORT
→
←
GROUP REPORT
→
←
SYSTEM REPORT
→
←
WORK UNIT
→
←
OTHERS
→
O. MIS data clear
* This feature clears all MIS data.
1. From [MIS REPORT] screen, press the soft key 5 or 10 to select
[OTHERS].
2. The following screen appears. Press the soft key 3 or 8 to select
[MIS DATA CLEAR].
OTHERS
STATUS/CANCEL
→
MIS DATA CLEAR
→
MIS REPORT MENU
→
3. The following screen appears. To clear data, press 0 and HOLD keys. This starts data clear processing.
MIS DATA CLEAR:
TO CLEAR ALL MIS
DATA PRESS 0 AND
HOLD KEY
MIS REPORT MENU
→
COMPLETED
4. Once data clear is completed, the following screen appears.
Pressing the soft key 5 or 10 returns to [MIS REPORT MENU] screen.
MIS REPORT MENU
→
ICX-35-521 (ACD 3.0)
ICX (International) issued March 1999
45
Section 521 Built-In ACD Supervisor Guide
OTHERS
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. Press the soft key 2 or 7 to select
[OUTPUT STATUS].
MIS DATA CLEAR
OUTPUT STATUS
MIS REPORT MENU
→
OUTPUT STATUS
AGENT ID:XXXX
HOURLY REPORT
FROM XX TO XX
QUIT
→
MIS REPORT MENU
→
3. The following screen appears to show the current MIS data output status on the Large Display (end of confirmation). To abort MIS data output, press the soft key 4 or 9 to select [QUIT]. The following screen assumes that daily report of Agent ID XXXX is being output.
4. The following screen appears. To quit, press 0 and HOLD keys.
OUTPUT QUIT:_
TO STOP MIS DATA
OUTPUT. PRESS 0
AND HOLD KEY
MIS REPORT MENU
→
QUIT
MIS REPORT MENU
→
5. Once output is cancelled, the following screen appears. Pressing the soft key 5 or 10 returns to [MIS REPORT MENU] screen.
46
ICX (International) issued March 1999
ICX-35-521 (ACD 3.0)
Built-In ACD Supervisor Guide Section 521
User Information Recording
The following (Figure 5) shows the service flow for recording user
information messages. Voice output ports of the ACD system can be directly accessed to register, confirm, change, or delete messages. The maximum recording length of each service information message is 14 seconds. Up to 6 kinds of information messages can be registered per ACD system.
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
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.
ICX-35-521 (ACD 3.0)
ICX (International) issued March 1999
47
Section 521 Built-In ACD Supervisor Guide
Figure 5.
Password error is followed by three short beeps.
→
Reenter password.
→
Three error count releases call
(BT).
Call the extension number of the voice output port.
ACD answers
“This is ACD user information recording service. Please enter the password and press #”.
“Incorrect password. Please hang up”.
Password input
¨
Information number input
(1 to 6)
Service code input
“Please enter the information number, and press #”.
“Please enter the service code. To start recording, press 1 and #, to play a recorded message, press 3 and #, to delete, press 5 and #”.
5 #: Deletion
Start recording information
Recording ends by 7 # or time-out.
3 #: Play back
1 #: Recording
Please start recording your information message. To finish recording, press 7 and #.
Message play back
Message play back
Deletion
The message has been deleted.
“The message has been deleted.”
The message has been recorded
“The message has been recorded.”
¨
48
ICX (International) issued March 1999
ICX-35-521 (ACD 3.0)
Built-In ACD Supervisor Guide
Agent Features
Section 521
Log-in / Log-out
Log-in procedure
1. Press the LOGIN key then, press the AGENT ID CODE.
2. The LED lights in green to notify completion of log-in.
Notice
Log-out procedure
1. LOGIN key must be assigned in advance (See key Assignment).
2. Entering an unregistered agent ID code displays an error. In this case, do the procedure from the beginning again after pressing
ON/OFF key.
3. Do not Log-in or Log-out while placing a call on hold.
If the extension is already logged in, another agent cannot log in using his/her agent ID. The Current agent must log out once to log in again.
1. Press the LOGIN key while the key LED is illuminated in green.
2. The key LED goes off to notify the completion of 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 calls. Pressing the key again returns the telephone into the Available status.
This key’s LED illuminates in green for the Available status and red for the
ICX-35-521 (ACD 3.0) 49
ICX (International) issued March 1999
Section 521 Built-In ACD Supervisor Guide
Unavailable status. Same as the LOGIN key, the UNAVAILABLE key LED goes off with log-out procedure.
Operation
To activate UNAVAILABLE status:
Press the green/UNAVAILABLE key (the key LED illuminates in red).
To return to AVAILABLE status:
Press the red/UNAVAILABLE key (the key LED illuminates in green).
Notice
1. UNAVAILABLE key must be assigned in advance (See key
Assignment).
2. If an agent does not answer an ACD incoming call before a specific time (Initial: 10 sec.), the agent will become
UNAVAILABLE automatically.
Work Unit Count
Work Unit Codes can be preset with the Work Unit Count key. When used, the appear in the MIS report. For example, 01 for claims 02 for sales, 03 for brochure. A maximum of 20 codes can be entered (set at installation).
Operation
1. Press Work Unit key while ACD call.
This lights the LED in red. Pressing the key again turns off the
LED and deletes code. The number of codes per call is not restricted (multiple count is allowed).
Notice
1. The Work Unit Count key is effective only from an agent telephone and while the telephone is engaged in an ACD call.
2. When the call is placed on hold, the LED remains on. It goes off if another telephone retrieves the call placed on hold. If the same telephone retrieves the call placed on hold the LED remains on, and goes off when the call is released.
50
ICX (International) issued March 1999
ICX-35-521 (ACD 3.0)
Built-In ACD Supervisor Guide Section 521
Wrap Feature
When an agent finishes an incoming ACD call conversation, he/she can have
“wrap-up” time to prepare a memo or record other pertinent information.
Operation
Not required. Set this feature for each agent group. (Can be set upon installation.)
To use the Wrap Feature the agent presses the Wrap Key upon completion of his/her call. The agent will then have up to 600 seconds (maximum) to complete wrap-up and be ready for the next incoming call. The default wrapup time is set at 20 seconds and can be modified to accommodate the estimated wrap-up needs of agents.
If your agent group is using the Wrap feature, the LED of the Wrap Key will change, as follows, when pressed by the agent:
Wrap Feature Wrap Key LED
During Wrap-up time lit in green
Wrap-up time final 15 seconds blinks in red
Non Wrap-up time no light
Setting
Set the program setting for the Wrap function as follows:
Agent Group
1
2
3
Wrap Function
3402 Wrap Function 0=No Wrap (Default)
3403 Wrap Function 1=Wrap
3502 Wrap Function 0=No Wrap (Default)
3503 Wrap Function 1=Wrap
3602 Wrap Function 0=No Wrap (Default)
3603 Wrap Function 1=Wrap
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.
ICX-35-521 (ACD 3.0)
ICX (International) issued March 1999
51
Section 521
Key Assignment
Built-In ACD Supervisor Guide
Assign the following keys to the Flexible Function (FF) keys of each telephone (setting at installation work). You must not assign more or less than one LOGIN or AVAILABLE key to one telephone:
• LOGIN (mandatory)
• UNAVAILABLE (mandatory)
• WORK UNIT COUNT (01-20: optional)
Setting
1. Press the ON/OFF key and PROG key.
2. Select a vacant FF key.
4. Select to feature code to assign.
Feature Description
ACD-1 Log-In/Out Key
ACD-1 Work Unit Key
ACD-1 Unavailable Key
ACD-1 Wrap Key
ACD-2 Log-In/Out Key
ACD-2 Work Unit Key
ACD-2 Unavailable Key
ACD-1 Wrap Key
Fixed Feature Code
+ (additional digits to program into key)
∗
#80
∗
#81 + (Work Unit 01-20)
∗
#82
∗
#83
∗
#85
∗
#86 + (Work Unit 01-20)
∗
#87
∗
#88
Notice
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.
52
ICX (International) issued March 1999
ICX-35-521 (ACD 3.0)
Section 521-ACD Index
Introduction
A
ACD Call Handling Program ....................................... 8
0
System
Configuration
Activating Supervisor Menu ...................................... 16
Agent Features............................................................ 49
Agent IDs
Confirming ............................................................. 29
Registering.............................................................. 27
FF1
System
Agent Report .............................................................. 39
Agent Status ............................................................... 33
ALL DELETE (FF6) .................................................. 14
Available/Unavailable ................................................ 49
FF2
Trunks
FF3
Extensions
C
FF4
FF-/Soft Keys
Call Handling Program................................................. 8
FF5
Groups
FF6
TRS/ARS
FF7
Applications
Call Setting
Direct Incoming...................................................... 18
Transferring Incoming................................ 20, 22, 24
Commands
Programming .......................................................... 10
Common Operation for Supervisor Customization.... 17
Configuration ............................................................... 5
Confirming Agent IDs................................................ 29
Customization
Supervisor............................................................... 17
FF8
Maintenance
Appendix A
B
Basic Service Flow....................................................... 7
Introduction
D
Data Clear ...................................................................45
DELETE (FF3) ...........................................................14
Direct Incoming Call Setting ......................................18
0
System
Configuration
E
EDIT (FF1) .................................................................11
FF1
System
F
Features
Supervisor ...............................................................16
FF2
Trunks
FF3
Extensions
G
Group Report...............................................................42
FF4
FF-/Soft Keys
I
Information Recording
User .........................................................................47
INSERT (FF2).............................................................12
FF5
Groups
K
Key Assignment ..........................................................51
FF6
TRS/ARS
FF7
Applications
L
Log-in / Log-out..........................................................49
FF8
Maintenance
M
MIS Report Data
Output......................................................................39
Appendix A
Appendix B Appendix B
576-35-521 (ACD 3.0)
ICX (International) issued March 1999
•
Index-53
Index
Index
Section521-ACD
Introduction
MIS Report Features ...................................................34
MIS Report Operation.................................................37
MIS Report Outline.....................................................34
Monitoring ..................................................................31
0
System
Configuration
O
FF1
System
Other Features (Data Clear and Output Cancel) .........45
Output Cancel .............................................................45
Output of MIS Report Data.........................................39
FF2
Trunks
P
Programming by Commands ......................................10
FF3
Extensions
R
FF4
FF-/Soft Keys
Recording
User Information .....................................................47
Registering Agent IDs.................................................27
FF5
Groups
Report Operation
MIS..........................................................................37
Report Outline
MIS..........................................................................34
Supervisor Monitoring................................................ 31
System Report............................................................. 43
Introduction
T
Traffic Information ..................................................... 31
Transfer Destination Voice Number........................... 15
Transferring Incoming Call Setting ............................ 20
0
System
Configuration
FF1
System
U
Unavailable ................................................................. 49
User Information Recording ....................................... 47
User Information Recording ID
Changing ................................................................. 26
FF2
Trunks
FF3
Extensions
W
Waiting Call................................................................ 32
Work Unit Count .................................................. 43, 50
FF4
FF-/Soft Keys
FF5
Groups
FF6
TRS/ARS
FF6
TRS/ARS
S
FF7
Applications
FF8
Maintenance
Service Flow .................................................................7
Service Flow Details
Setting .....................................................................29
Setting on Service Flow Details..................................29
Specifications ................................................................6
Supervisor Customization ...........................................17
Supervisor Features.....................................................16
Supervisor ID
Changing .................................................................26
Supervisor Menu
Activating ................................................................16
Appendix A
Appendix B
Index-54
•
ICX (International) issued March 1999
Index
576-35-521 (ACD 3.0)
FF7
Applications
FF8
Maintenance
Appendix A
Appendix B
advertisement
* Your assessment is very important for improving the workof artificial intelligence, which forms the content of this project