Page 1
Panasonic
Intergrated Voice & Data Solutions
Section 521
Built-In ACD
Supervisor
Guide
International Version 5.0
(ACD Version 4.0)
issued October 2000
Page 2
CAUTION:
When using the ACD “Silent Monitor” f eature i n some loca l ar eas it i s
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 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, MCI cannot guarantee the accuracy of printed material after the date
of publication, nor can it accept responsibility for errors or omissions. MCI 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 2000 by Matsushita Communication Industrial Co. Ltd (MCI)
All rights reserved.
Page 3
Contents
General System Information
Configuration
Specifications
Basic Service Flow
ACD Call Handling Program
Selecting Program Processing. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8
Programming by Commands. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10
Transfer Destination Voice Number. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16
Silent Monitor
Supervisor Features
Common Operation of Supervisor Menu
. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5
. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6
. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7
. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17
. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19
. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5
............ ................ ............... ............................. ............... ...... 8
. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19
Activating Supervisor Menu. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19
Displaying System Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20
Common Operation for Supervisor Customizat ion . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21
Supervisor Customization
Direct Incoming Call Setting. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22
Transferring Incoming Call Setting. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24
DID Call Setting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26
Ext. Group Call Setting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28
Changing Supervisor IDs and User Information Recor d ing ID . . . . . . . . . . . . . . . . . . . . 30
Registering Agent IDs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31
Confirming Agent IDs. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33
Setting on Service Flow Details . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33
Supervisor Monitoring
Traffic Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35
. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21
. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35
Waiting Call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36
Agent Status . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37
ICX-5.0-521 (ACD 4.0) ICX (International) issued October 2000 iii
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Section 521 Built-In ACD Supervisor Guide
MIS Report Features
MIS Report Outline . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38
MIS Report Operation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41
User Information Recording
Agent Features
Log-in / Log-out
Available/Unavailable
Work Unit Count
Wrap Feature
Zip Tone
Call Forwarding takes precedence over the Zip mode.
. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 56
. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 57
. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38
. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51
. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53
. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53
. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54
. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54
. . . . . . . . . . . . . . . . . . . . . . 57
Key Assignment
Index
. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Index-1
. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 57
iv ICX (International) issued October 2000 ICX-5.0-521 (ACD 4.0)
Page 5
Built-In ACD Supervisor Guide Section 521
General System Information
Configuration
The Built-In ACD system is composed of two circuit cards; the ACD card
and the VPU/4 card. These cards are installed in the ICX 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 both simultaneously.
The ICX System can be configured for a maximum of 576 ports and can
support a maximum of two Built-In ACD systems. Note that a single-shelf
(96-port) configuration can accommodate only one ACD system.
Figure 1. ACD Configuration (96 port cabinet shown)
Note:
special cable included with the ACD card. For PC/printer connecting
conditions, see the ACD installation section.
ICX-5.0-521 (ACD 4.0) ICX (International) issued October 2000 5
Standard RS232C cables cannot be used for connection. Use the
Page 6
Section 521 Built-In ACD Supervisor Guide
Specifications
The following table outlines the major specifications of the Panasonic BuiltIn ACD system (maximum).:
Table 1. Maximums per ACD System
Item Maximum per ACD ACD Version 3.0
Agent Group 2 3
Agent IDs/system 64 64
Number of Agents/
system
Supervisor IDs/sys-
tem
Voice port/system 4 ports are shared. 4 ports are shared
Music Port 1 Music on Hold source
MIS Monitor Port 1 (RS232C, 9600bps) 1 (RS232C, 9600bps)
Number of user
guidance messages
Maximum Calls
Queued
32 32
26
1 Music on Hold
on the CPC is used.
6 (Max. 16 seconds/message)/system
50 50
source on the CPC is
used.
6 (Length of each
message can vary,
with a total of 96 seconds recording time
available.)
6 ICX (International) issued October 2000 ICX-5.0-521 (ACD 4.0)
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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
Yes
Read ACD Call Handling Program number
corresponding to target Exchan ge line.
Perform call di stribution operation according to ACD Call
Handling Program
number.
See
Note
Setting of the ACD-targeted call and ACD Call Handling Program number is
performed by program s etting 2101 to 2124, 2201 to
2224, 2301-2320, and
2401-2404.
• Type :Exchange line/
private line
• Mode :Direct incoming call/transferred incoming
call
• ACD Call Handling
Program number: 1 t o 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.
Agent extension
line of agent group
1, 2, or 3
Call built-in VM according to specified
VM number.
Built-VM Extension line Disconnection
Note:
• 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-5.0-521 (ACD 4.0) ICX (International) issued October 2000 7
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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
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
→
1. From [SUPER VISOR MENU] screen, press the
soft
key 3 or 8 to
select [CUSTOMIZE].
→
→
→
→
2. From [CUSTOMIZE MENU] screen, press the
→
→
→
→
→
select [CALL HANDLING].
3. From [CALL HANDLING] screen, press the
soft
key 5 or 10 to
soft
key 1 or 6 to
select [PROGRAM].
→
→
CALL HANDLING
PROGRAM 1
PROGRAM 2
PROGRAM 3
PROGRAM 4
CUSTOMIZE MENU
4. The following screen appears. Press the
program number.
→
→
→
→
→
soft
key for desired
8 ICX (International) issued October 2000 ICX-5.0-521 (ACD 4.0)
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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
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
The
NEXT
PREV
or
or
HOLD
FL/R
keys move to the next line.
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.
List Mode screen
NEXT/HOLD: to next line
PREV/FLR: to previous line
FF1
EDIT
FF2
INSERT
Enter ACD Call Handling Progra m number.
HOLD
SEARCH 1,015,010
01:Select FFKey
SEARCH 1,020,010
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
ICX-5.0-521 (ACD 4.0) ICX (International) issued October 2000 9
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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
mand
Parameter1 Parameter2 Parameter3 Description
1 END/
DISK
2 FWD Transfer Des-
tination
Extension
Line Number
Setting 0 to
9999 (max. 4
digits)
(must be set)
3 FWDVM Transfer Des-
tination VM
Number Setting 1 to 4
(must be set)
4 PLAY Guidance
Number Setting
5 SEARC H Agent Group
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)
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 pa rty.
• 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 sett ing 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.
Agent Search
• Performs a transfer t o 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.
10 ICX (International) issued October 2000 ICX-5.0-521 (ACD 4.0)
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Built-In ACD Supervisor Guide Section 521
Com-
No
mand
Parameter1 Parameter2 Parameter3 Description
6 RET Program Line
Number Setting 1 to 20
(max. 20
lines)
(must be set)
7 RAD Port # Recorded Announcement Device
Count Setting 1 to 255
(times)
(must be set)
Return
• Repeats the prog ram 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 ICX 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 Pr og ra mming
)
Operation
EDIT (FF1)
SEARCH 1,020,010
03:Select Cmd.
FWD FWDVM
PLAY RET
SEARCH RAD
The following describes the operation in each of the processes.
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.
soft
keys 1, 2, or 3 or 6, 7 or 8 for the command to be set,
and press the
HOLD
Example: Press
key.
soft
key 3 to select SEARCH.
List
1. Press
→
ICX-5.0-521 (ACD 4.0) ICX (International) issued October 2000 11
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Section 521 Built-In ACD Supervisor Guide
SEARCH 1
03:AGENT GRP.
AGENT GROUP
NUMBER
(1-3)
Example:
SEARCH 2,020
03:Search Timer
AGENT SEARCH
TIME
1 to 600 sec.
Example:
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.
→
SEARCH 2,015,010
03: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.
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.
12 ICX (International) issued October 2000 ICX-5.0-521 (ACD 4.0)
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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
List
SEARCH
01:AGENT GRP.
AGENT GROUP
NUMBER
(1-3)
Example:
List
1. Press the
set, and press the
Example: Press
soft
keys 1 , 2 or 3 or 6, 7 or 8 for the commands to be
HOLD
soft
key.
key 3 to select SEARCH.
2. Set parameter 1, and press the
Example: Press key 1 to set group 1.
HOLD
key.
SEARCH 1,
01:Search Timer
AGENT SEARCH
TIME
1 to 600 sec.
Example:
SEARCH 1,010,
01:No Ans Timer
AGENT NO ASWER
TIME
1 to 600 sec.
List
List
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.
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.
ICX-5.0-521 (ACD 4.0) ICX (International) issued October 2000 13
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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:
• 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.
14 ICX (International) issued October 2000 ICX-5.0-521 (ACD 4.0)
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Built-In ACD Supervisor Guide Section 521
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.
SEARCH 1,015,010
01:DELETE(LINE)
To Delete Program
Line Data, Press
HOLD Key.
List
PLAY 7,1
01:Select FFKey
SEARCH 1,020,010
RET 02,010
PLAY 9,0
END/DISC
Note:
Note:
List Mode screen is redisplayed.
ALL DELETE (FF6)
1. Confirm the specified line to be deleted, and press the
HOLD
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.
If you press soft key 10 and select List at any of the above steps, the
Program Delete:
DELETE(Program)
To Delete Program
Data, Press 0 and
HOLD Key
List
END/DISK
01:Select FFKey
This command deletes all settings currently set to all lines in the currently
displayed program.
1. Press key 0, and the
HOLD
key.
2. All of the program that was displayed is deleted, and only the
default END/DISC line is displayed.
ICX-5.0-521 (ACD 4.0) ICX (International) issued October 2000 15
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Section 521 Built-In ACD Supervisor Guide
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
SUPERVISOR MENU
SYSTEM INFO
MIS REPORT
CUSTOMIZE
→
→
→
1. From [SUPER VISOR MENU] screen, press the
select [CUSTOMIZE].
soft
key 3 or 8 to
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
soft
key 5 or 10 to
soft
key 2 or 7 to
select [VM NUMBER].
→
→
→
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.
16 ICX (International) issued October 2000 ICX-5.0-521 (ACD 4.0)
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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:
Table 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.
ICX-5.0-521 (ACD 4.0) ICX (International) issued October 2000 17
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Section 521 Built-In ACD Supervisor Guide
Silent Monitor Color Definitions
Table 4. Silent Monitor Color Definitions
FF Key Color Definition Possible Operation
Clear Cannot Monitor None
Solid Red Able to monitor Press Silent Monitor key
Flashing Green Not monitoring On-Hook or CONF
Notice
• Be sure all phones that should NOT be allowed to monitor have a
COS that restricts monitoring. For progamming COS (
400 Programming mnaual on page 1-50
)
• Silent Monitor is allowed or denied by setting the appropriate
extension COS.
• Only one supervisor can initiate Silent Monitor on an individual
extension at any given time.
• Display telephones can initiate Silent Monitoring. SLTs cannot initiate Silent Monitoring.
• Display telephones and SLTs can be monitored.
• A supervisor cannot initiate Silent Monitoring on an extension
when the extension is on a conference call.
See Section
18 ICX (International) issued October 2000 ICX-5.0-521 (ACD 4.0)
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Built-In ACD Supervisor Guide Section 521
Supervisor Features
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])
SUPERVISOR MENU
SYSTEM INFO
MIS REPORT
CUSTOMIZE
→
→
→
3. Select a desired menu by using the
screen.
soft
keys from the above
DISP SYS INFO
→
4. For further operations, see desired section in this manual.
ICX-5.0-521 (ACD 4.0) ICX (International) issued October 2000 19
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Section 521 Built-In ACD Supervisor Guide
Displaying System Information
Operation
SUPERVISOR MENU
SYSTEM INFO
MIS REPORT
CUSTOMIZE
DISP SYS INFO
HAND UP OR
PRESS ON/OFF
TO DISPL
SYSTEM INFO
SYSTEM INFO MENU
AGENT GROUP 1
AGENT GROUP 2
AGENT GROUP 3
SYSTEM
1. From [SUPERVISOR MENU] screen, press the
soft
key 5 or 10
to select [DISP SYS INFO].
→
→
→
→
2. When the following screen appears, press the ON/OFF button or
hang up the telephone.
3. Group 1 monitoring: Press the
soft
key 1 or 6 to select Agent
Group 1.
→
→
→
→
Group 2 monitoring: Press the
Group 2.
Group 3 monitoring: Press the
Group 3.
soft
key 2 or 7 to select Agent
soft
key 3 or 8 to select Agent
SYSTEM INFO
AGENT GROUP 1
TRAFFIC INFO
WAITING CALL
AGENT STATUS
4. After selecting one of the above groups, the following menu
selection screen appears. Use
→
→
→
This figure shows the case where [AGENT GROUP 1] is
selected.
soft
keys to select a desired item.
5. For further operations, see desired section of this manual.
Note:
The [DISP SYS INFO] screen allows you to continue placing and
receiving telephone calls. This function is not available with other
commands.
20 ICX (International) issued October 2000 ICX-5.0-521 (ACD 4.0)
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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 :Returns to the previous address number
5) CONF KEY :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
SUPERVISOR MENU
SYSTEM INFO
MIS REPORT
CUSTOMIZE
DISP SYS INFO
CUSTOMIZE MENU
LINE REGIST.
SYSTEM ID
AGENT ID
GROUP SETTING
CALL HANDLING
→
→
→
→
→
→
→
→
→
1. From [SUPER VISOR MENU] screen, press the
select [CUSTOMIZE].
2. Select a desired menu by using the
[CUSTOMIZE MENU] screen.
soft
key from the
soft
key 3 or 8 to
3. For further operations, see desired section in this manual.
ICX-5.0-521 (ACD 4.0) ICX (International) issued October 2000 21
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Section 521 Built-In ACD Supervisor Guide
Direct Incoming Call Setting
Outline
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
CUSTOMIZE MENU
LINE REGIST.
SYSTEM ID
AGENT ID
GROUP SETTING
CALL HANDLING
LINE REGIST.
DIRECT INCOME
TRANSF. INCOME
DID ID
EXT. GROUP
CUSTOMIZE MENU
DIRECT INCOME
BL 1ST LST PRG
01 001 003 1
02
03 005 010 3
04
1. From [CUSTOMIZE MENU] screen, press the
soft
key 1 or 6 to
select [LINE REGIST.].
→
→
→
→
→
2. From [LINE REGIST.] screen, press the
→
→
→
→
→
[DIRECT INCOME].
3. The following screen appears. Press the
soft
key 1 or 6 to select
soft
key for desired block
number.
or
22 ICX (International) issued October 2000 ICX-5.0-521 (ACD 4.0)
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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
2103:010
DIRECT INCOME
LAST LINE NO
(BLOCK03)
CUSTOMIZE MENU
2103:3
4. Enter the first Exchange line or private line number using the 10key pad. (The figure on left shows setting of block No. 03.)
→
5. → Press
HOLD
key to store first line number.
6. Enter the last Exchange line or private line number using the 10key pad.
→
7. Press
HOLD
key to store last line number.
8. Enter the ACD Call Handling Program number.
DIRECT INCOME
PROGRAM NO
(BLOCK03)
CUSTOMIZE MENU
→
9. To return to [CUSTOMIZE MENU] screen, press the
soft
key 5
or 10.
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Section 521 Built-In ACD Supervisor Guide
Transferring Incoming Call Settin g
Outline
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
CUSTOMIZE MENU
LINE REGIST.
SYSTEM ID
AGENT ID
GROUP SETTING
CALL HANDLING
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 3
04
1. From [CUSTOMIZE MENU] screen, press the
soft
key 1 or 6 to
select [LINE REGIST.].
→
→
→
→
→
2. From [LINE REGIST.] screen, press the
→
→
→
→
→
[TRANSF. INCOME].
3. The following screen appears. Press the
soft
key 2 or 7 to select
soft
key for desired block
number.
or
24 ICX (International) issued October 2000 ICX-5.0-521 (ACD 4.0)
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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
2203:010
TRANSF. INCOME
LAST LINE NO
(BLOCK03)
CUSTOMIZE MENU
2203:3
4. Enter the first Exchange line or private line number using the 10key pad. (The figure on left shows setting of block No. 03.)
→
5. → Press
HOLD
key to store first line number.
6. Enter the last Exchange line or private line number using the 10key pad.
→
7. Press
HOLD
key to store last line number.
8. Enter the ACD Call Handling Program number.
TRANSF. INCOME
PROGRAM NO
(BLOCK03)
CUSTOMIZE MENU
→
9. To return to [CUSTOMIZE MENU] screen, press the
soft
key 5
or 10.
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Section 521 Built-In ACD Supervisor Guide
DID Call Setting
Outline
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
CUSTOMIZE MENU
LINE REGIST.
SYSTEM ID
AGENT ID
GROUP SETTING
CALL HANDLING
LINE REGIST.
DIRECT INCOME
TRANSF. INCOME
DID ID
EXT. GROUP
CUSTOMIZE MENU
DID ID
NO DID ID PRG
01
02
03
04
1. From [CUSTOMIZE MENU] screen, press the
soft
key 1 or 6 to
select [LINE REGIST.].
→
→
→
→
→
2. From [LINE REGIST.] screen, press the
→
→
→
→
→
[DID ID].
3. The following screen appears. Press the
soft
key 3 or 8 to select
soft
key for desired block
number.
or
4. Use the
NEXT
PREVIOUS
and
keys to scroll through the list of
block numbers.
26 ICX (International) issued October 2000 ICX-5.0-521 (ACD 4.0)
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Built-In ACD Supervisor Guide Section 521
2303:
DID ID
10 DIGITS
(0-9,*,#)
CUSTOMIZE MENU
2303:
DID ID
PROGRAM NO
(1-4)
CUSTOMIZE MENU
5. Enter the first Exchange line or private line number using the 10key pad.
→
6. → Press
HOLD
key to store first line number.
7. Enter the ACD Call Handling Program number.
→
8. Press
9. To return to [CUSTOMIZE MENU] screen, press the
HOLD
key to store last line number.
soft
key 5
or 10.
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Section 521 Built-In ACD Supervisor Guide
Ext. Group Call Setting
Outline
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
CUSTOMIZE MENU
LINE REGIST.
SYSTEM ID
AGENT ID
GROUP SETTING
CALL HANDLING
LINE REGIST.
DIRECT INCOME
TRANSF. INCOME
DID ID
EXT. GROUP
CUSTOMIZE MENU
EXT. GROUP
GP 1ST LST PRG
01
02
03
04
1. From [CUSTOMIZE MENU] screen, press the
soft
key 1 or 6 to
select [LINE REGIST.].
→
→
→
→
→
2. From [LINE REGIST.] screen, press the
→
→
→
→
→
[EXT. GROUP].
3. The following screen appears. Press the
soft
key 4 or 9 to select
soft
key for desired block
number.
or
4. Use the
NEXT
PREVIOUS
and
keys to scroll through the list of
block numbers.
28 ICX (International) issued October 2000 ICX-5.0-521 (ACD 4.0)
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Built-In ACD Supervisor Guide Section 521
2401:
EXT. GROUP
FIRST LINE NO
(01-20)
(GROUP 1)
CUSTOMIZE MENU
2401:
EXT. GROUP
PROGRAM NO
(1-4)
(GROUP1)
CUSTOMIZE MENU
5. Enter the first Exchange line or private line number using the 10key pad.
→
6. → Press
HOLD
key to store first line number.
7. Enter the ACD Call Handling Program number.
→
8. Press
9. To return to [CUSTOMIZE MENU] screen, press the
HOLD
key to store last line number.
soft
key 5
or 10.
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Section 521 Built-In ACD Supervisor Guide
Changing Supervisor IDs an d 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:
Operation
CUSTOMIZE MENU
LINE REGIST.
SYSTEM ID
AGENT ID
GROUP SETTING
CALL HANDLING
3101:****
SUPERVISOR
ID NO (1)
CUSTOMIZE MENU
Change the ID for user information recording. The ID must be 4 digits.
The initial value should be assigned by your dealer.
1. From [CUSTOMIZE MENU] screen, press the
soft
key 2 or 7 to
select [SYSTEM ID].
→
→
→
→
→
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.
30 ICX (International) issued October 2000 ICX-5.0-521 (ACD 4.0)
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Built-In ACD Supervisor Guide Section 521
Notice
1. Make certain the supervisor IDs and user information recording
ID are set at installation. Otherwise, you cannot enter
[SUPERVISOR MENU]. Ask your dealer if they are not
assigned.
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
Operation
CUSTOMIZE MENU
LINE REGIST.
SYSTEM ID
AGENT ID
GROUP SETTING
CALL HANDLING
AGENT ID
REGISTRAION
CONFIRMATION
CUSTOMIZE MENU
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.
1. From [CUSTOMIZE MENU] screen, press the
select [AGENT ID].
→
→
→
→
→
2. From [AGENT ID] screen, press the
→
→
→
[REGISTRATION].
soft
key 3 or 8 to
soft
key 1 or 6 to select
REGISTRATION
01 1000 1
02 1001 1
03
04 1002 2
05
3. The following screen appears. Press the
number.
soft
key for desired agent
ICX-5.0-521 (ACD 4.0) ICX (International) issued October 2000 31
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Section 521 Built-In ACD Supervisor Guide
or
REGISTRATION
61 1050 2
62 1051 1
63
64 1052 2
3301:1000
AGENT 01
ID NO
CUSTOMIZE MENU
3301:1
AGENT 01
GROUP NO
(1-3)
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
→
5. →Press
HOLD
CONF
key.
key to store ID number.
6. Enter the agent group number (1, 2, or 3) using the 10-key pad.
→
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.
32 ICX (International) issued October 2000 ICX-5.0-521 (ACD 4.0)
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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
AGENT ID
REGISTRAION
CONFIRMATION
CUSTOMIZE MENU
CONFIRMATION
GROUP1 XX
GROUP2 XX
GROUP3 XX
CUSTOMIZE MENU
CONFIRMATION
GROUP 1
XXXX
XXXX
XXXX
XXXX
CUSTOMIZE MENU
1. From [AGENT ID] screen, press the
soft
key 3 or 8 to select
[CONFIRMATION].
→
→
→
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
soft
using
Agent group 1:
Agent group 2:
Agent group 3:
keys.
soft
key 1 or
soft
key 2 or
soft
key 3 or
6
7
8
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
PREV
the
→
or
NEXT
key.
or
4. To return to [CUSTOMIZE MENU] screen, press the
or 10.
soft
key 5
Setting on Service Flow Details
Outline
This procedure makes a variety of settings such as service flow setting,
separately for agent group 1 and agent group 2.
Operation
CUSTOMIZE MENU
LINE REGIST.
SYSTEM ID
AGENT ID
GROUP SETTING
CALL HANDLING
ICX-5.0-521 (ACD 4.0) ICX (International) issued October 2000 33
→
→
→
→
→
1. From [CUSTOMIZE MENU] screen, press the
select [GROUP SETTING].
soft
key 4 or 9
Page 34
Section 521 Built-In ACD Supervisor Guide
GROUP SETTING
CUSTOMIZE MENU
3401:1
GROUP 1
1:LEAST BUSY
2:LONGEST IDLE
CUSTOMIZE MENU
Setting
GROUP1
GROUP2
GROUP3
2. From [GROUP SETTING] screen, use
soft
keys to select the
agent group to be set.
→
→
→
→
Agent group 1:
Agent group 2:
Agent group 3:
soft
soft
soft
key 1 or
key 2 or
key 3 or
6
7
8
3. First setting (3401) for the selected group is displayed. Enter a set
value, then press the
HOLD
the
key is pressed without set values specified, the next
setting item is displayed. Press
HOLD
key to validate setting. Every time
FL/R
key to return to the previous
setting.
→
4. To return to [CUSTOMIZE MENU] screen, press the
soft
key 5
or 10.
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/ group 3 settings.
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.
34 ICX (International) issued October 2000 ICX-5.0-521 (ACD 4.0)
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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
Details are given in each feature section. The following shows the operation
of the supervisor monitoring from the [SUPERVISOR MENU] screen:
SUPERVISOR MENU
SYSTEM INFO
MIS REPORT
CUSTOMIZE
DISP SYS INFO
SYSTEM INFO
AGENT GROUP1
AGENT GROUP2
AGENT GROUP3
SYSTEM INFO
AGENT GROUP 1
TRAFFIC INFO
WAITING CALL
AGENT STATUS
1. From the [SUPERVISOR MENU] screen:
Press the
→
→
→
→
2. Group 1 monitoring: Press the
soft
key 1 or 6 to select [SYSTEM INFO]:
soft
key 1 or 6 to select Agent
Group 1.
→
→
→
Group 2 monitoring: Press the
Group 2.
Group 3 monitoring: Press the
soft
key 2 or 7 to select Agent
soft
key 3 or 8 to select Agent
Group 3.
3. After selecting one of the above groups, the following menu
selection screen appears. Use
→
→
→
This figure shows the case where [AGENT GROUP 1] is
selected.
soft
keys to select a desired item.
4. Select desired menu. For further operations, see next page.
Traffic Information
Operation
SYSTEM INFO
AGENT GROUP 1
TRAFFIC INFO
WAITING CALL
AGENT STATUS
→
→
→
ICX-5.0-521 (ACD 4.0) ICX (International) issued October 2000 35
[TRAFFIC INFO.].
1. From [SYSTEM INFO] screen, press the
soft
key 1 or 6 to select
Page 36
Section 521 Built-In ACD Supervisor Guide
TRAFFIC INFO
AGENT GROUP 1
TOTAL CALLS XX
MAX WAIT (X)XXXS
LOGIN AGENT XX
AVAILABLE XX
Screen explanation
TOTAL CALLS : Total number of current incoming calls via the ACD
MAX WAIT : The longest time of a current incoming call via the ACD
LOGIN AGENT : The number of current log in agents.
2. The following screen appears.
3. Press the
screen. Press the
MEMORY
PROG
key to return to the [SYSTEM INFO.]
key to return to the [SUPERVISOR
MENU] screen.
system
system is placed in wait status, not connected to an agent.
The unit is in seconds.
W a iti ng Call
Operation
SYSTEM INFO
AGENT GROUP 1
TRAFFIC INFO
WAITING CALL
AGENT STATUS
WAITING CALL
AGENT GROUP 1
TRK TIME 01/XX
XXX XXXXS
XXX XXXXS
XXX XXXXS
XXX XXXXS
→
→
→
AVAILABLE : The number of agents who are available.
1. From [SYSTEM INFO] screen, press the
soft
key 2 or 7 to select
[WAITING CALL].
2. The following screen appears.
or
3. Press the
screen.
4. Press the
screen. Press the
NEXT
key to scroll down/PREV key to scroll up the
MEMORY
PROG
key to return to the [SYSTEM INFO]
key to return to the [SUPERVISOR
MENU] screen.
36 ICX (International) issued October 2000 ICX-5.0-521 (ACD 4.0)
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Built-In ACD Supervisor Guide Section 521
Screen explanation
TRK column: 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
AGENT STATUS INF
AGENT GROUP 1
LOGIN AGENT XX
AVAILABLE XX
BUSY(ACD CALL) XX
BUSY(NON-ACD) XX
IDLE AGENT XX
AGENT STATUS INF
AGENT GROUP 1
ID EXT STATUS
XXXX XXXX XXXXX
XXXX XXXX XXXXX
XXXX XXXX XXXXX
XXXX XXXX XXXXX
1. From [SYSTEM INFO] screen, select the
soft
key 3 or 8 to select
[AGENT STATUS].
→
→
→
2. The following screen appears.
3. Press the
NEXT
key for additional information.
4. Press the
NEXT
key to scroll down, PREV key to scroll up.
or
AGENT STATUS INF
AGENT GROUP 1
ID EXT STATUS
XXXX XXXX XXXXX
XXXX XXXX XXXXX
XXXX XXXX XXXXX
XXXX XXXX XXXXX
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Section 521 Built-In ACD Supervisor Guide
Screen explanation
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.
5. Press the
screen. Press the
MENU] screen.
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.
MEMORY
PROG
KEY to return to the [SYSTEM INFO]
key to return to the [SUPERVISOR
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.
38 ICX (International) issued October 2000 ICX-5.0-521 (ACD 4.0)
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Built-In ACD Supervisor Guide Section 521
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.
• 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
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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 5.
Group
Agent
(1~64)
Group
(1, 2,
or 3)
System
HOURLY
DAILY
WEEKLY
HOURLY
DAILY
WEEKLY
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
ooooo o X X
ooooo o o X
ooooo o o X
ooooo o X X
ooooo o X X
ooooo o X X
ooooo o X X
ooooo o X X
ooooo o X X
XXXXX X X o
o
: Available to report
X : Unavailable to report
40 ICX (International) issued October 2000 ICX-5.0-521 (ACD 4.0)
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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 6.
Unit Code 1 Code 2 Code 3 ---- Code 20
Group 1 DAILY
WEEKLY
Group 2 DAILY
WEEKLY
Group 3 DAILY
WEEKLY
System DAILY
WEEKLY
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
MIS REPORT MENU
AGENT REPORT
←
GROUP REPORT
←
SYSTEM REPORT
←
WORK UNIT
←
OTHERS
←
→
→
→
→
→
→
→
→
1. From [SUPER VISOR MENU] screen, press the
select [MIS REPORT].
[MIS REPORT MENU] screen appears.
soft
key 2 or 7 to
2. Select a desired menu by using the
soft
keys from the above
screen.
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Section 521 Built-In ACD Supervisor Guide
ACD Supervisor Mode Menu Flow Chart
Figure 4.
MAIN SUPERVISOR MENU
SYSTEM
MIS REPORT
TRAFFIC INFORMATION
WAITING CALL
AGENT STATUS
AGENT REPORT PERSONAL
(Agent ID
code input)
ALL AGENT
GROUP REPORT
GROUP1
G
HOURLY
H
DAILY
I
WEEKLY
A
HOURLY
B
DAILY
C
WEEKLY
D
HOURLY
E
DAILY
F
WEEKLY
(INPUT START DATE AND LAST DATE)
THIS WEEK
LAST WEEK
ALL
(INPUT START DATE
AND LAST DATE)
THIS WEEK
LAST WEEK
ALL
(INPUT START DATE
AND LAST DATE)
THIS WEEK
LAST WEEK
ALL
GROUP2
GROUP3
SYSTEM REPORT
WORK UNIT COUNT
HOURLY
DAILY
WEEKLY
HOURLY
DAILY
WEEKLY
J
HOURLY
K
DAILY
L
WEEKLY
(INPUT START DATE AND LAST DATE)
THIS WEEK
LAST WEEK
ALL
(INPUT START DATE AND LAST DATE)
THIS WEEK
LAST WEEK
ALL
(INPUT START DATE
AND LAST DATE)
THIS WEEK
LAST WEEK
ALL
M
SYSTEM
GROUP1
WEEKLY
DAILY
N
WEEKLY
DAILY
42 ICX (International) issued October 2000 ICX-5.0-521 (ACD 4.0)
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Built-In ACD Supervisor Guide Section 521
M
WORK UNIT COUNT
GROUP1
GROUP2
DAILY
WEEKLY
N
DAILY
WEEKLY
GROUP2
DAILY
WEEKLY
GROUP3
DAILY
WEEKLY
GROUP3
DAILY
WEEKLY
OTHERS
ACD CUSTOMIZE
LINE REGIST.
SYSTEM ID
AGENT ID
GROUP SETTING
CALL HANDLING
• Output of MIS Report Data
STATUS/CANCEL
MIS DATA CLEAR
DIRECT INCOME
TRANSF . INCOME
REGISTRATION
CONFIRMATION
GROUP 1
GROUP 2
GROUP 3
PROGRAM
VM NUMBER
OUTPUT QUIT
PROGRAM 1
PROGRAM 2
PROGRAM 3
PROGRAM 4
The following explains the procedure for outputting each function. The
procedures below are operations from [MIS REPORT MENU] screen.
Agent Report
A. Hourly tabulation of each agent
MIS REPORT MENU
AGENT REPORT
←
GROUP REPORT
←
SYSTEM REPORT
←
WORK UNIT
←
OTHERS
←
→
→
→
→
→
1. From [MIS REPORT] screen, press the
[AGENT REPORT].
ICX-5.0-521 (ACD 4.0) ICX (International) issued October 2000 43
soft
key 1 or 6 to select
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Section 521 Built-In ACD Supervisor Guide
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
2. The following screen appears. Press the
soft
key 1 or 6 to select
[PERSONAL].
→
→
Pressing the
screen (the same for the subsequent screens).
soft
key 5 or 10 returns to [MIS REPORT MENU]
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].
→
→
→
→
START DATE:
ENTER THE START
DATE (DD) AND PRESS
HOLD KEY
MIS REPORT MENU
LAST DATE:
ENTER THE LAST
DATE (DD) AND PRESS
HOLD KEY
MIS REPORT MENU
MIS OUTPUT
AGENT ID:XXXX
HOURLY REPORT
FROM XX TO XX
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
HOLD
key to validate, then enter the ending date and press
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
→
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].
MIS REPORT MENU
→
44 ICX (International) issued October 2000 ICX-5.0-521 (ACD 4.0)
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Built-In ACD Supervisor Guide Section 521
B. Daily tabulation of each agent
Steps 1 to 3 are the same as those for item A.
AGENT ID:XXXX
HOURLY
←
DAILY
←
WEEKLY
←
MIS REPORT MENU
AGENT ID:XXXX
THIS WEEK
←
LAST WEEK
←
ALL
←
MIS REPORT MENU
MIS OUTPUT
AGENT ID:XXXX
DAILY REPORT
THIS WEEK
MIS REPORT MENU
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].
→
→
→
→
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
MIS OUTPUT
AGENT ID: XXXX
WEEKLY REPORT
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
[WEEKLY].
→
→
→
→
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]
→
soft
key 3 or 8 to select
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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.
AGENT REPORT
PERSONAL
←
ALL AGENT
←
MIS REPORT MENU
ALL AGENT
HOURLY
←
DAILY
←
WEEKLY
←
MIS REPORT MENU
Group Report
2. From the following screen, press the
soft
key 2 or 7 to select
[ALL AGENT].
→
→
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].
MIS REPORT MENU
AGENT REPORT
←
GROUP REPORT
←
SYSTEM REPORT
←
WORK UNIT
←
OTHERS
←
GROUP REPORT
GROUP 1
←
GROUP 2
←
GROUP 3
←
MIS REPORT MENU
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
[GROUP REPORT].
→
→
→
→
→
2. The following screen appears. Press the
3 or 8
to select [GROUP1/GROUP2/GROUP3]. Pressing the
→
→
→
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:
soft
key 2 or 7 to select
soft
key 1 or 6, 2 or 7, or
soft
46 ICX (International) issued October 2000 ICX-5.0-521 (ACD 4.0)
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Built-In ACD Supervisor Guide Section 521
GROUP1 REPORT
HOURLY
←
DAILY
←
WEEKLY
←
MIS REPORT MENU
→
→
→
→
System Report
J.Hourly tabulation of system report
K.Daily tabulation of system report
L.Weekly tabulation of system report
MIS REPORT MENU
AGENT REPORT
←
GROUP REPORT
←
SYSTEM REPORT
←
WORK UNIT
←
OTHERS
←
→
→
→
→
→
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].
1. From [MIS REPORT] screen, press the
soft
key 3 or 8 to select
[SYSTEM REPORT].
SYSTEM REPORT
HOURLY
←
DAILY
←
WEEKLY
←
DISC. CALL
←
MIS REPORT MENU
→
→
→
→
Work Unit Count
M. Daily tabulation of work unit count
MIS REPORT MENU
AGENT REPORT
←
GROUP REPORT
←
SYSTEM REPORT
←
WORK UNIT
←
OTHERS
←
→
→
→
→
→
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].
1. From [MIS REPORT] screen, press the
soft
key 4 or 9 to select
[WORK UNIT].
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Section 521 Built-In ACD Supervisor Guide
WORK UNIT COUNT
GROUP 1
←
GROUP 2
←
Group 3
←
SYSTEM
←
MIS REPORT MENU
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
2. The following screen appears. Press the
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 1 or 6, 2 or 7, or
soft
key 2 or 7 to select
[DAILY].
→
→
→
4. From the following screen, press the
soft
key 1 or 6, 2 or 7, or
3
or 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.
MIS OUTPUT !
AGENT GROUP 1
WORK UNIT COUNT
DAILY REPORT
THIS WEEK
MIS REPORT MENU
WORK UNIT COUNT
AGENT GROUP 1
DAILY
←
WEEKLY
←
MIS REPORT MENU
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.
3. The following screen appears. Press the
[WEEKLY].
→
→
soft
key 3 or 8 to select
48 ICX (International) issued October 2000 ICX-5.0-521 (ACD 4.0)
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Built-In ACD Supervisor Guide Section 521
MIS OUTPUT !
AGENT GROUP 1
WORK UNIT COUNT
WEEKLY REPORT
MIS REPORT MENU
→
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)
O. MIS data clear
* This feature clears all MIS data.
4. Once the input data is validated, the data output starts. The
MIS REPORT MENU
AGENT REPORT
←
GROUP REPORT
←
SYSTEM REPORT
←
WORK UNIT
←
OTHERS
←
→
→
→
→
→
1. From [MIS REPORT] screen, press the
[OTHERS].
soft
key 5 or 10 to select
OTHERS
STATUS/CANCEL
MIS DATA CLEAR
MIS REPORT MENU
MIS DATA CLEAR:
PRESS 0 AND HOLD
KEY TO CLEAR ALL
MIS DATA
MIS REPORT MENU
MIS DATA CLEARED
2. The following screen appears. Press the
soft
key 3 or 8 to select
[MIS DATA CLEAR].
→
→
→
3. The following screen appears. To clear data, press 0 and
HOLD
keys. This starts data clear processing.
→
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
→
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Section 521 Built-In ACD Supervisor Guide
P. MIS data output confirmation/cancel
* This feature confirms/cancels MIS data output.
1. Step 1 is the same as that for item O.
OTHERS
STATUS/CANCEL
MIS DATA CLEAR
MIS REPORT MENU
OUTPUT STATUS
AGENT ID:XXXX
HOURLY REPORT
FROM XX TO XX
QUIT
MIS REPORT MENU
OUTPUT QUIT:_
TO STOP MIS DATA
OUTPUT. PRESS 0
AND HOLD KEY
2. The following screen appears. Press the
soft
key 1 or 6 to select
[STATUS/CANCEL].
→
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.
MIS REPORT MENU
QUIT
MIS REPORT MENU
→
5. Once output is cancelled, the following screen appears. Pressing
soft
the
→
key 5 or 10 returns to [MIS REPORT MENU] screen.
50 ICX (International) issued October 2000 ICX-5.0-521 (ACD 4.0)
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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
Details (Figure 2).
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.
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Section 521 Built-In ACD Supervisor Guide
Figure 5.
Call the extension
number of the voice
output por t.
Password error is followed by three
→
short beeps.
→→→→
Three error count releases call
(BT).
“Incorrect password. Please hang
up”.
Start recording
information
Recording ends
by 7 # or
time-out.
Message
play back
→
Reenter password.
→ →
1 #: Recording
3 #: Play back
Please start
recording
your
information
message. To
finish recording,
press 7
and #.
ACD answers
Password input
Information number input
(1 to 6)
Service code input
Message
play back
“This is ACD user information
recording service. Please enter the
password and press #”.
“Please enter the information num-
¨
ber, 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
Deletion
The message
has been deleted.
“The message
has been deleted.”
The message
has been recorded
“The message
has been recorded.”
¨
52 ICX (International) issued October 2000 ICX-5.0-521 (ACD 4.0)
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Built-In ACD Supervisor Guide Section 521
Agent Features
Log-in / Log-out
Log-in procedure
Notice
Log-out procedure
1. Press the
2. The LED lights in green to notify completion of log-in.
3. Press
LOGIN
1.
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.
LOGIN
ON/OFF
key must be assigned in advance (See key Assignment).
key then, press the AGENT ID CODE.
key after the completion of log-in.
1. Press the
2. The key LED goes off to notify the completion of log-out.
3. Press
ICX-5.0-521 (ACD 4.0) ICX (International) issued October 2000 53
LOGIN
ON/OFF
key while the key LED is illuminated in green.
key.
Page 54
Section 521 Built-In ACD Supervisor Guide
Available/Unavailable
Operation
Notice
Pressing the
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
Unavailable status. Same as the LOGIN key, the
goes off with log-out procedure.
To activate UNAVAILABLE status:
Press the green/
To return to AVAILABLE status:
Press the red/
UNAVAILABLE
UNAVAILABLE
UNAVAILABLE
UNAVAILABLE
1.
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.
key from an idle terminal which is logged in
UNAVAILABLE
key (the key LED illuminates in red).
key (the key LED illuminates in green).
key must be assigned in advance (See key
key LED
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
54 ICX (International) issued October 2000 ICX-5.0-521 (ACD 4.0)
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Built-In ACD Supervisor Guide Section 521
telephone retrieves the call placed on hold the LED remains on,
and goes off when the call is released.
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Section 521 Built-In ACD Supervisor Guide
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:
Setting
Notice
Wrap Feature
During Wrap-up time lit in green
Wrap-up time final 15 seconds blinks in red
Non Wrap-up time no light
Wrap Key LED
Set the program setting for the Wrap function as follows:
Agent Group
1
2
3
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
Wrap Function
1. Wrap time is included an agent’s talk time for the MIS reports.
2. Only one Wrap Key is available for each extension.
Zip Tone
Zip mode automatically answers calls when an agent is using the Headset
mode. With the Zip mode enabled, the agent hears a brief alert tone via the
headset before the system automatically answers the incoming call.
56 ICX (International) issued October 2000 ICX-5.0-521 (ACD 4.0)
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Built-In ACD Supervisor Guide Section 521
Operation
The user hears the notification (ZIP) tone and the call is automatically
connected.
Setting
When in Headset mode:
1. Press the
2. Press the
ON/OFF
PROG
key.
key.
3. Dial 80 to toggle ZIP Mode ON and OFF.
4. The telephone LCD panel displays
MODE OFF
.
Notes:
Call Forwarding takes precedence over the Zip mode.
Key Assignment
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)
ZIP MODE ON
or
ZIP
• UNAVAILABLE (mandatory)
• WORK UNIT COUNT (01-20: optional)
Setting
1. Press the
ON/OFF
key and
2. Select a vacant FF key.
3. Press
REDIAL
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
ICX-5.0-521 (ACD 4.0) ICX (International) issued October 2000 57
PROG
key.
Fixed Feature Code
+ (additional digits to program
into key)
#80
∗
#81 + (Work Unit 01-20)
∗
#82
∗
#83
∗
Page 58
Section 521 Built-In ACD Supervisor Guide
Fixed Feature Code
Feature Description
ACD-2 Log-In/Out Key
ACD-2 Work Unit Key
ACD-2 Unavailable Key
ACD-1 Wrap Key
ACD Silent Monitor Key (two touch) 77+ desired extensi on
ACD Silent Monitor Key (one touch) 77
Zip Tone Mode ON/OFF Key
+ (additional digits to program
into key)
#85
∗
#86 + (Work Unit 01-20)
∗
#87
∗
#88
∗
∗73
Notice
5. Press
6. Press
HOLD
key to store.
ON/OFF
key to end.
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.
58 ICX (International) issued October 2000 ICX-5.0-521 (ACD 4.0)
Page 59
Section 521-ACD Index
Introduction
0
System
Configuration
FF1
System
FF2
Trunks
FF3
Extensions
FF4
FF-/Soft Keys
Index
A
ACD Call Handling Program....................................... 8
Activating Supervisor Menu ...................................... 19
Agent Features............................................................ 53
Agent IDs
Confirming ............................................................. 33
Registering.............................................................. 31
Agent Report.............................................................. 43
Agent Status ............................................................... 37
ALL DELETE (FF6).................................................. 15
Available/Unavailable................................................ 54
B
Basic Service Flow.......................................................7
D
Data Clear ...................................................................49
DELETE (FF3) ............................... ...... ...... ................15
Direct Incoming Call Setting ......................................22
E
EDIT (FF1) ..................................... ............................11
F
Features
Supervisor ...............................................................17
Introduction
0
System
Configuration
FF1
System
FF2
Trunks
FF3
Extensions
FF4
FF-/Soft Keys
FF5
Groups
FF6
TRS/ARS
FF7
Applications
FF8
Maintenance
Appendix A
C
Call Handling Program................................................. 8
Call Setting
Direct Incoming......................................................22
Transferring Incoming................................ 24, 26, 28
Changing Supervisor IDs and User Information Record-
ing ID........................................................... 26
Commands
Programming.......................................................... 10
Common Operation for Supervisor Customization.... 20
Configuration ............................................................... 5
Confirming Agent IDs................................................33
Customization
Supervisor............................................................... 21
G
Group Report...............................................................46
I
Information Recording
User .........................................................................51
FF5
Groups
FF6
TRS/ARS
FF7
Applications
FF8
Maintenance
Appendix A
Appendix B
576-5.0-521 (ACD 4.0) ICX (International) issued October 2000
•
Index-1
Appendix B
Index
Page 60
Index
Section521-ACD
Introduction
0
System
Configuration
FF1
System
FF2
Trunks
FF3
Extensions
FF4
FF-/Soft Keys
FF5
Groups
INSERT (FF2)................................... ..... .....................13
K
Key Assignment....................................................56, 57
L
Log-in / Log-out..........................................................53
M
MIS Report Data
Output......................................................................43
MIS Report Features...................................................38
MIS Report Operation.................................................41
MIS Report Outline.....................................................38
Monitoring ..................................................................35
O
Other Features (Data Clear and Output Cancel).........49
Output Cancel .............................................................49
Output of MIS Report Data.........................................43
S
Service Flow.................................................................7
Service Flow Details
Setting.....................................................................33
Setting on Service Flow Details .................................33
Silent Monitor.............................................................17
Specifications................................................................6
Supervisor Customization...........................................21
Supervisor Features ....................................................17
Supervisor ID
Changing.................................................................30
Supervisor Menu
Activating................................................................19
Supervisor Monitoring................................................35
System Report.............................................................47
T
Traffic Information.....................................................35
Transfer Destination Voice Number...........................16
Transferring Incoming Call Setting............................24
U
Introduction
0
System
Configuration
FF1
System
FF2
Trunks
FF3
Extensions
FF4
FF-/Soft Keys
FF5
Groups
FF6
TRS/ARS
FF7
Applications
FF8
Maintenance
Appendix A
Appendix B
Index
P
Programming by Commands ......................................10
R
RAD............................................................................11
Recording
User Information.....................................................51
Registering Agent IDs.................................................31
Report Operation
MIS.......................................................................... 41
Report Outline
MIS.......................................................................... 38
Index-2
•
ICX (International) issued October 2000 576-5.0-521 (ACD 4.0)
Unavailable.................................................................54
User Information Recording.......................................51
User Information Recording ID
Changing.................................................................30
W
Waiting Call................................................................36
Work Unit Count ..................................................47, 54
Z
Zip Tone......................................................................57
FF6
TRS/ARS
FF7
Applications
FF8
Maintenance
Appendix A
Appendix B
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