Panasonic DBS 576 User Manual
DBS 576 Version 3.6
(ACD Version 4.0)
issued October 2000
Warning:
cians only and is not designed for use by the general public. It does not contain
warnings or cautions to advise non-technical individuals of potential dangers in
attempting to service a product. Products powered by electricity should be serviced or repaired only by experienced professional technicians. Any attempt to
service or repair the product or products dealt with in this service information
by anyone else could result in serious injury or death.
The service information is designed for experienced repair techni-
FCC Warning
This equipment generates, uses, and can radiate radio frequency energy, and, if not installed
and used in accordance with the instruction manual, may cause inte rference to radio communications. This equipment has been tested and found to comply with the limits for a Class A
digital device pursuant to Part 15 of FCC Rules, which are designed to provide reasonable
protection against such interference when operated in a commercial environment. Operation
of this equipment in a residential area is likely to cause interference, in which case the user
at his own expense will be required to take necessary measures to correct the interference.
CAUTION:
When using the ACD “Silent Monitor” feature in some states
it is illegal (or civilly actionable) to monitor telephone communications
without giving prior warning to all participants. These laws do no make
the Silent Monitor feature on the telephone system illegal. Before activating this feature, please check applicable state and federal laws.
The contents of this document are subject to change without notice and do not constitute a
commitment on the part of Panasonic Telecommunication Systems Company (PTSC). 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 said software or hardware.
Copyright 2000 by Panasonic Telecommunication Systems Company (PTSC)
All rights reserved.
Contents
General System Information
Configuration
Specifications
Basic Service Flow
ACD Call Handling Program
Selecting Program Processing
Programming by Commands
Transfer Destination Voice Number
Silent Monitor
Supervisor Features
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Common Operation of Supervisor Menu
Activating Supervisor Menu
Displaying System Information
Common Operation for Supervisor Customization
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Supervisor Customization
Direct Incoming Call Setting
Transferring Incoming Call Setting
Changing Supervisor IDs and User Information Recording ID
Registering Agent IDs
Confirming Agent IDs
Setting on Service Flow Details
Supervisor Monitoring
Traffic Information
Waiting Call
Agent Status
576-3.6-521 (AC D 4.0) DBS 576 (USA) issued October 2000 iii
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Section 521 Built-In ACD Supervisor Guide
MIS Report Features
MIS Report Outline
MIS Report Operation
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User Information Recording
Agent Features
Log-in / Log-out
Available/Unavailable
Work Unit Count
Zip Tone
Key Assignment
Index
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............................................................................................................. Index-1
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iv DBS 576 (USA) issued October 2000 576-3.6-521 (ACD 4.0)
Built-In ACD Supervisor Guide Section 521
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.
The system configuration is shown below. Using RS-232C port allows MIS
(Management Information System) reports to be output to a printer or PC but
not to the both simultaneously.
The DBS 576 System 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
Standard RS232C cables cannot be used for connection. Use the
Note:
special cable included with the ACD card. For PC/printer connecting
conditions, see the ACD installation section.
576-3.6-521 (ACD 4.0) DBS 576 (USA) issued October 2000 1
Section 521 Built-In ACD Supervisor Guide
Specifications
The following shows the major specifications of the Panasonic Built-In ACD
system (maximum).:
Table 1. Maximums per ACD System
Agent Group
Agent IDs/system
Number of Agents/system
Supervisor IDs/system
Voice port/system
Music Port
MIS Monitor Port
Number of user guidance
messages
MIS Reports
Maximum Calls Queued
3
64
32
6
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.)
Max, 2-week memory (updated on
Mondays)
50
2 DBS 576 (USA) issued October 2000 576-3.6-521 (ACD 4.0)
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.
At initial start-up of ACD, programming is performed automatically using
default sample programs.
Figure 2.
Wait for stop of
incoming call,
then disconnect.
Agent extension
line of agent group
1 or 2
Call Incoming
No
Call built-in VM
according to specif ied
VM number.
ACD-targeted call?
Yes
Read ACD Call Handling Program number
corresponding to target
CO line.
Perform call distribution operation according to ACD Call
Handling Program
number.
Built-VM Extension line Disconnection
See
Note
Setting of the ACD-targeted call and ACD Call
Handling Program number is performed by program setting 2101 to
2124 and 2201 to 2224.
• Type :CO line/private line
• Mode :Direct incoming call/transferred
incoming call
• ACD Call Handling
Program number: 1
to 4
Any program for the ACD
Call Handling Program
number can be set by 4101
to 4104 using commands.
The built-in VM
corresponding
to VM number
(1 to 4) can be
set by program
setting 4201 to
4204.
Note:
• If there is a transferred incoming call (incoming call type either CO line
or private line) during an extension line incoming call, this is considered
as an ACD-targeted call.
576-3.6-521 (ACD 4.0) DBS 576 (USA) issued October 2000 3
Section 521 Built-In ACD Supervisor Guide
ACD Call 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).
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 the FF key. The following shows the
procedure and flow of operations from entry of program numbers to selection
of program processing.
Operation
SUPERVISOR MENU
SYSTEM INFO
MIS REPORT
CUSTOMIZE
DISP SYS INFO
CUSTOMIZE MENU
LINE REGIST.
SYSTEM ID
AGENT ID
GROUP SETTING
CALL HANDLING
CALL HANDLING
PROGRAM
VM NUMBER
CUSTOMIZE MENU
CALL HANDLING
PROGRAM 1
PROGRAM 2
PROGRAM 3
PROGRAM 4
CUSTOMIZE MENU
1. From [SUPERVISOR MENU] screen, press the
key 3 or 8 to
soft
select [CUSTOMIZE].
→
→
→
→
2. From [CUSTOMIZE MENU] screen, press the
→
→
→
→
→
select [CALL HANDLING].
3. From [CALL HANDLING] screen, press the
key 5 or 10 to
soft
key 1 or 6 to
soft
select [PROGRAM].
→
→
→
4. The following screen appears. Press the
key for desired
soft
program number.
→
→
→
→
→
4 DBS 576 (USA) issued October 2000 576-3.6-521 (ACD 4.0)
Built-In ACD Supervisor Guide Section 521
SEARCH 1,015,010
01:Select FFKey
SEARCH 1,020,010
PLAY 7,1
SEARCH 2,015,003
RET 02,010
PLAY 9,0
Figure 3.
5. The List Mode screen is displayed.
This screen displays the current setup status.
The program lines currently displayed at 1st LCD are the tar get of
processing.
The
The
NEXT
PREV
or
or
keys move to the next line.
HOLD
keys return to the previous line.
FLASH
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
key returns to the ACD Call Handling Program
PROG
number in step 1.
Enter ACD Call Han-
dling Program number.
HOLD
List Mode screen
NEXT/HOLD: to next line
PREV/FLASH: to previous line
FF1
EDIT
FF2
INSERT
SEARCH 1,015,010
01:Select FFKey
SEARCH 1,020,01 0
PLAY 7,1
SEARCH 2,015,010
RET 02,010
PLAY 9,0
FF3
DELETE
2nd LCD display
“01: Select FF Key”
“01: Program line number”
“Select FF Key: Operation Guide”
FF6
ALL DELETE
576-3.6-521 (ACD 4.0) DBS 576 (USA) issued October 2000 5
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 2.
Com-
No
1END/
DISK
2 FWD Transfer Des-
3 FWDVM Transfer Des-
4 PLAY Guidance
5 SEARCH Agent Group
Parameter1 Parameter2 Parameter3 Description
mand
End/Disconnect
• E nds th e AC D C a ll Handling Program at this line .
• When there is a call agent, ends by on-hook disconnection of the agent that replied to the call.
tination
Extension
Line Number
Setting 0 to
9999 (max. 4
digits)
(must be set)
tination VM
Number Setting 1 to 4
(must be set)
Number Setting
Setting
(must be set)
No Answer
Timer 001 to
600
(seconds)
(infinite when
not set)
No Answer
Timer 001 to
600
(seconds)
(infinite when
not set)
Message Play
Option
•0: Play
• 1: Play and
Search
Search Time
Setting 001 to
600
(seconds)
(must be set)
No Answer
Timer 001 to
600
(seconds)
(infinite when
not set)
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.
• Guidence numbers 1 to 6 are for user recording.
• Guidence numbers 7 to 9 are for fixed recording
messages. (i.e., 7 = “wait for available agent”
message, 8 = “transfer” message, and 9 = “disconnect” message.)
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 DBS 576 (USA) issued October 2000 576-3.6-521 (ACD 4.0)
Built-In ACD Supervisor Guide Section 521
Com-
No
6 RET Program Line
7 RAD Port # Recorded Announcement Device
Parameter1 Parameter2 Parameter3 Description
mand
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.
• The caller hears MOH if the RAD port # is
invalid or incorrect.
• THE DBS 576 Built-in ACD must use different
RAD ports than Easy Run Courier ACD.
• RAD equipment will connect to AEC ports.
• No start or stop control method will be provided
to control the RAD equipment. RAD equipment
must be capable of operating in the continuous
play mode.
• Up to 8 RAD devices can be connected to AEC’s
per system.
• This command must be followed by a SEARCH,
FWD or FWDVM command.
• For programming (
Manual on page 1-168
See Section 400 Programming
.)
Operation
The following describes operation in each of the processes.
EDIT (FF1)
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.
FWD FWDVM
PLAY RET
SEARCH RAD
List
576-3.6-521 (ACD 4.0) DBS 576 (USA) issued October 2000 7
→
1. Press
and press the
Example: Press
keys 1 , 2 or 3 or
soft
HOLD
soft
for the command to be set,
6, 7 or 8
key.
key 3 to select SEARCH.
Section 521 Built-In ACD Supervisor Guide
SEARCH 1
03:AGENT GRP.
AGENT GROUP
NUMBER
(1-3)
Example:
SEARCH 2,020
03:Search Time
AGENT SEARCH
TIME
1 to 600 sec.
Example:
SEARCH 2,015,010
03:No Ans Time
AGENT NO ANSWER
TIME
1 to 600 sec.
List
List
List
2. Set parameter 1, and press the
HOLD
key.
Example: Press key 2 to set group 2.
→
3. Set parameter 2, and press the
HOLD
key.
Example: Press keys 0, 1 and 5 to set the Search Timer to 15.
→
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
key 10 and select List at any of the above steps, the List
soft
Mode screen is redisplayed.
• The END/DISC line cannot be changed nor deleted.
8 DBS 576 (USA) issued October 2000 576-3.6-521 (ACD 4.0)
Built-In ACD Supervisor Guide Section 521
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.
01:Select Cmd.
FWD FWDVM
PLAY RET
SEARCH RAD
SEARCH
01:AGENT GRP.
AGENT GROUP
NUMBER
(1-3)
Example:
SEARCH 1,
01:Search Timer
AGENT SEARCH
TIME
1 to 600 sec.
Example:
List
List
List
1. Press the
and press the
Example: Press
→
2. Set parameter 1, and press the
soft
key
HOLD
soft
1, 2 or 3 or 6, 7 or 8
for the commands to be set,
key.
key 3 to select SEARCH.
key.
HOLD
Example: Press key 1 to set group 1.
→
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
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.
576-3.6-521 (ACD 4.0) DBS 576 (USA) issued October 2000 9
Section 521 Built-In ACD Supervisor Guide
5. Repeat steps 1 to 4 to set insertion of other program lines, and end
programming at the END/DISC line.
Note:
SEARCH 1,015,010
01:DELETE(LINE)
To Delete Program
Data, Press
HOLD Key.
PLAY 7,1
01:Select FFKey
SEARCH 1,020,010
RET 02,010
PLAY 9,0
END/DISC
List
• If you press
key 10 and select List at any of the above steps, the List
soft
Mode screen is redisplayed.
• The END/DISC line cannot be changed nor deleted.
DELETE (FF3)
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
key.
Example: Line 01 is deleted.
→
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:
HOLD
If you press soft key 10 and select List at any of the above steps, the
Note:
List Mode screen is redisplayed.
10 DBS 576 (USA) issued October 2000 576-3.6-521 (ACD 4.0)
Built-In ACD Supervisor Guide Section 521
ALL DELETE (FF6)
This command deletes all settings currently set to all lines in the currently
displayed program.
Program Delete:
DELETE(Program)
To Delete Program
Data, Press 0 and
HOLD Key
END/DISK
01:Select FFKey
List
→
Note:
1. Press key 0, and the
2. All of the program that was displayed is deleted, and only the
default END/DISC line is displayed.
If you press
key 10 and select List at any of the above steps, the
soft
HOLD
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).
key.
Operation
SUPERVISOR MENU
SYSTEM INFO
MIS REPORT
CUSTOMIZE
576-3.6-521 (ACD 4.0) DBS 576 (USA) issued October 2000 11
→
→
→
1. From [SUPERVISOR MENU] screen, press the
select [CUSTOMIZE].
key 3 or 8 to
soft
Section 521 Built-In ACD Supervisor Guide
CUSTOMIZE MENU
LINE REGIST.
SYSTEM ID
AGENT ID
GROUP SETTING
CALL HANDLING
CALL HANDLING
PROGRAM
VM NUMBER
CUSTOMIZE MENU
4201:
VM NUMBER 1
CUSTOMIZE MENU
2. From [CUSTOMIZE MENU] screen, press the
→
→
→
→
→
select [CALL HANDLING].
3. From [CALL HANDLING] screen, press the
→
→
→
select [VM NUMBER].
key 5 or 10 to
soft
key 2 or 7 to
soft
4. The 4201 setting screen appears. Enter the extension number +
access code (max, 16 digits) using the 10-key pad, and press
key to make setting. Each time the
HOLD
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.
12 DBS 576 (USA) issued October 2000 576-3.6-521 (ACD 4.0)
Built-In ACD Supervisor Guide Section 521
Silent Monitor
Version 3.0 and higher
CAUTION:
When using the ACD “Silent Monitor” feature in some states it is
illegal (or civilly actionable) to monitor telephone communications without
giving prior warning to all participants. These laws do not make the Silent
Monitor feature on the telephone system illegal. Before activating this feature,
please check applicable state and federal laws.
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.
(
See CAUTION, above.
) If necessary, the ACD supervisor can initiate a
three-way call by barging into the call.
Operation
To initiate Silent Monitor:
T able 3. Initiating Silent Monitor
Action Result
Press ON/OFF + 768 + Extension number you want to monitor
OR...
Press the FF key assigned as a Silent Monitor Key + Extension
number you want to monitor*
OR...
Press only the Silent Monitor Key if the FF key has been preprogrammed to monitor a specific extension number. You do not
need to enter the extension number.
The Silent Monitor feature is
active, and the extension is being
monitored. (The Silent Monitor
key flashes green when Silent Monitor is active.)
Notes:
• The Silent Monitor key is disabled when the extension assigned to
that key is idle, dialing or ringing.
• If the Supervisor retrieves a call while monitoring a extension, he or
she can suspend the monitoring by pressing the ON/OFF key.
• Press the CONF key during the monitoring to initiate a three-way
call.
576-3.6-521 (ACD 4.0) DBS 576 (USA) issued October 2000 13
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