Panasonic SICX Manual de usuario

Section 521Built-In ACD Supervisor GuideTechnical ManualPanasonicIntegrated Communication eXchangeS-ICX Version 5.0 (International) (ACD Version 4.0)

Built-In ACD Supervisor Guide Section 5216 S-ICX (International) issued October 2000 S-ICX-5.0-521 (ACD 4.0)Programming by CommandsAfter you have dete

Section 521 Built-In ACD Supervisor GuideS-ICX-5.0-521 (ACD 4.0) S-ICX (International) issued October 2000 7For details on settings see, “Basic Servic

Built-In ACD Supervisor Guide Section 5218 S-ICX (International) issued October 2000 S-ICX-5.0-521 (ACD 4.0)3. Set parameter 2, and press the HOLD ke

Section 521 Built-In ACD Supervisor GuideS-ICX-5.0-521 (ACD 4.0) S-ICX (International) issued October 2000 9INSERT (FF2)This command inserts a new lin

Built-In ACD Supervisor Guide Section 52110 S-ICX (International) issued October 2000 S-ICX-5.0-521 (ACD 4.0)5. Repeat steps 1 to 4 to set insertion

Section 521 Built-In ACD Supervisor GuideS-ICX-5.0-521 (ACD 4.0) S-ICX (International) issued October 2000 11ALL DELETE (FF6)This command deletes all

Built-In ACD Supervisor Guide Section 52112 S-ICX (International) issued October 2000 S-ICX-5.0-521 (ACD 4.0)Transfer Destination Voice NumberOutlineS

Section 521 Built-In ACD Supervisor GuideS-ICX-5.0-521 (ACD 4.0) S-ICX (International) issued October 2000 13Supervisor FeaturesSupervisor features ar

Built-In ACD Supervisor Guide Section 52114 S-ICX (International) issued October 2000 S-ICX-5.0-521 (ACD 4.0)Common Supervisor Customisation Operation

Section 521 Built-In ACD Supervisor GuideS-ICX-5.0-521 (ACD 4.0) S-ICX (International) issued October 2000 15Direct Incoming Call SettingOutlineExchan

The contents of this manual are subject to change without notice and do not constitute a commitment on the part of Matsushita Communication Industrial

Built-In ACD Supervisor Guide Section 52116 S-ICX (International) issued October 2000 S-ICX-5.0-521 (ACD 4.0)4. Enter the first Exchange line or AC15

Section 521 Built-In ACD Supervisor GuideS-ICX-5.0-521 (ACD 4.0) S-ICX (International) issued October 2000 17Transferring Incoming Call SettingOutline

Built-In ACD Supervisor Guide Section 52118 S-ICX (International) issued October 2000 S-ICX-5.0-521 (ACD 4.0)4. Enter the first Exchange line or AC15

Section 521 Built-In ACD Supervisor GuideS-ICX-5.0-521 (ACD 4.0) S-ICX (International) issued October 2000 19DID Call SettingOutlineA total of 20 DID

Built-In ACD Supervisor Guide Section 52120 S-ICX (International) issued October 2000 S-ICX-5.0-521 (ACD 4.0)5. Enter the DID ID using the 10-key pad

Section 521 Built-In ACD Supervisor GuideS-ICX-5.0-521 (ACD 4.0) S-ICX (International) issued October 2000 21Ext. Group Call SettingOutlineIncoming AC

Built-In ACD Supervisor Guide Section 52122 S-ICX (International) issued October 2000 S-ICX-5.0-521 (ACD 4.0)6. Enter the last incoming ACD port usin

Section 521 Built-In ACD Supervisor GuideS-ICX-5.0-521 (ACD 4.0) S-ICX (International) issued October 2000 23Changing Supervisor IDs and User Informat

Built-In ACD Supervisor Guide Section 52124 S-ICX (International) issued October 2000 S-ICX-5.0-521 (ACD 4.0)2. Make sure to record the IDs because t

Section 521 Built-In ACD Supervisor GuideS-ICX-5.0-521 (ACD 4.0) S-ICX (International) issued October 2000 254. Enter 4-digit ID number using the 10-

S-ICX-5.0-520 (ACD 4.0) S-ICX (International) issued October 2000 iiiContentsGeneral System Information...

Built-In ACD Supervisor Guide Section 52126 S-ICX (International) issued October 2000 S-ICX-5.0-521 (ACD 4.0)Confirming Agent IDsOutlineThis procedure

Section 521 Built-In ACD Supervisor GuideS-ICX-5.0-521 (ACD 4.0) S-ICX (International) issued October 2000 27Operation1. From [CUSTOMIZE MENU] screen

Built-In ACD Supervisor Guide Section 52128 S-ICX (International) issued October 2000 S-ICX-5.0-521 (ACD 4.0)Program Address 4201-4204: Transferring V

Section 521 Built-In ACD Supervisor GuideS-ICX-5.0-521 (ACD 4.0) S-ICX (International) issued October 2000 29Traffic InformationOperation1. From [SYS

Built-In ACD Supervisor Guide Section 52130 S-ICX (International) issued October 2000 S-ICX-5.0-521 (ACD 4.0)Waiting CallsOperation1. From [SYSTEM IN

Section 521 Built-In ACD Supervisor GuideS-ICX-5.0-521 (ACD 4.0) S-ICX (International) issued October 2000 312. The following screen appears.3. Press

Built-In ACD Supervisor Guide Section 52132 S-ICX (International) issued October 2000 S-ICX-5.0-521 (ACD 4.0)B. Second and the subsequent screensID co

Section 521 Built-In ACD Supervisor GuideS-ICX-5.0-521 (ACD 4.0) S-ICX (International) issued October 2000 338. If a non-Agent picks up an ACD call, M

Built-In ACD Supervisor Guide Section 52134 S-ICX (International) issued October 2000 S-ICX-5.0-521 (ACD 4.0)The following shows available report.O :

Section 521 Built-In ACD Supervisor GuideS-ICX-5.0-521 (ACD 4.0) S-ICX (International) issued October 2000 35MIS Report Operation• Common Operation of

S-ICX-5.0-520 (ACD 4.0) S-ICX (International) issued October 2000 ivMIS Report Operation...

Built-In ACD Supervisor Guide Section 52136 S-ICX (International) issued October 2000 S-ICX-5.0-521 (ACD 4.0)Figure 4. ACD Supervisor Mode Menu Flow

Section 521 Built-In ACD Supervisor GuideS-ICX-5.0-521 (ACD 4.0) S-ICX (International) issued October 2000 37ACD CUSTOMISELINE REGIST.SYSTEM IDAGENT I

Built-In ACD Supervisor Guide Section 52138 S-ICX (International) issued October 2000 S-ICX-5.0-521 (ACD 4.0)• Output of MIS Report DataThe following

Section 521 Built-In ACD Supervisor GuideS-ICX-5.0-521 (ACD 4.0) S-ICX (International) issued October 2000 39First date input + HOLD key + Last date i

Built-In ACD Supervisor Guide Section 52140 S-ICX (International) issued October 2000 S-ICX-5.0-521 (ACD 4.0)B. Weekly tabulation of each agentSteps 1

Section 521 Built-In ACD Supervisor GuideS-ICX-5.0-521 (ACD 4.0) S-ICX (International) issued October 2000 41Group ReportF. Hourly tabulation of grou

Section 521 Built-In ACD Supervisor GuideS-ICX-5.0-521 (ACD 4.0) S-ICX (International) issued October 2000 42System ReportI. Hourly tabulation of syst

Section 521 Built-In ACD Supervisor GuideS-ICX-5.0-521 (ACD 4.0) S-ICX (International) issued October 2000 433. The following screen appears. Press t

Built-In ACD Supervisor Guide Section 52144 S-ICX (International) issued October 2000 S-ICX-5.0-521 (ACD 4.0)Other Features (Data Clear and Output Can

Section 521 Built-In ACD Supervisor GuideS-ICX-5.0-521 (ACD 4.0) S-ICX (International) issued October 2000 45O. MIS data output confirmation/cancel* T

Section 521 Built-In ACD Supervisor GuideS-ICX-5.0-521 (ACD 4.0) S-ICX (International) issued October 2000 1General System InformationConfigurationThe

Built-In ACD Supervisor Guide Section 52146 S-ICX (International) issued October 2000 S-ICX-5.0-521 (ACD 4.0)In version 3.0, up to 6 kinds of informat

Section 521 Built-In ACD Supervisor GuideS-ICX-5.0-521 (ACD 4.0) S-ICX (International) issued October 2000 47Figure 5. The message has been recordedCa

Built-In ACD Supervisor Guide Section 52148 S-ICX (International) issued October 2000 S-ICX-5.0-521 (ACD 4.0)Agent FeaturesLog-in / Log-outLog-in proc

Section 521 Built-In ACD Supervisor GuideS-ICX-5.0-521 (ACD 4.0) S-ICX (International) issued October 2000 49Available/UnavailablePressing the UNAVAIL

Built-In ACD Supervisor Guide Section 52150 S-ICX (International) issued October 2000 S-ICX-5.0-521 (ACD 4.0)2. When the call is placed on hold, the

Section 521 Built-In ACD Supervisor GuideS-ICX-5.0-521 (ACD 4.0) S-ICX (International) issued October 2000 51Zip ToneZip mode automatically answers ca

Built-In ACD Supervisor Guide Section 52152 S-ICX (International) issued October 2000 S-ICX-5.0-521 (ACD 4.0)3. Press REDIAL key.4. Select to feature

Built-In ACD Supervisor GuideIndexS-ICX-5.0-521 (ACD 4.0) S-ICX (International) issued October 2000 Index-1FF1SystemFF2TrunksFF3ExtensionsFF4FF-/Soft

Index Built-In ACD Supervisor GuideIndex-2 S-ICX (International) issued October 2000 S-ICX-5.0-521 (ACD 4.0)FF1SystemFF2TrunksFF3ExtensionsFF4FF-/Soft

Built-In ACD Supervisor GuideIndexS-ICX-5.0-521 (ACD 4.0) S-ICX (International) issued October 2000 Index-3FF1SystemFF2TrunksFF3ExtensionsFF4FF-/Soft

Built-In ACD Supervisor Guide Section 5212 S-ICX (International) issued October 2000 S-ICX-5.0-521 (ACD 4.0)Specifications The following shows the maj

Section 521 Built-In ACD Supervisor GuideS-ICX-5.0-521 (ACD 4.0) S-ICX (International) issued October 2000 3Basic Service FlowThe following chart show

Built-In ACD Supervisor Guide Section 5214 S-ICX (International) issued October 2000 S-ICX-5.0-521 (ACD 4.0)ACD Call Handling ProgramCommands can be u

Section 521 Built-In ACD Supervisor GuideS-ICX-5.0-521 (ACD 4.0) S-ICX (International) issued October 2000 55. The List Mode screen is displayed.This