Panasonic DBS-576 Technical Manual

Also see for DBS 576 Section 300: User guide Technical manual Technical manual Technical manual User guide

Panasonic DBS-576 Technical Manual Manual pdf 69 page image

Chapter 5 - Special Applications 69( +(,ACD provides efficient presentation, handling, and management of incoming calls for phone systemsthat experience heavy call traffic. Calls can be evenly (or fairly) distributed to different groups ofspecialized users, called “agents.” And call traffic data can be sent to a PC computer or printerthrough the DBS 576’s RS232C serial port.84!6 ?5Panasonic’s Built-In ACD offers low-cost, easy installation, programming, and operation of ACDfunctionality. Some of the strong points of this product are:One-vendor solution. There is only one place you have to call - Panasonic - to support andservice your ACD. Saves time and eliminates miscommunication.Easy installation. This is a card-type product. All you have to do is insert the unit into the DBS576 cabinet, and enter a few program settings for it. You don’t need to wire any cable or installany awkward, extra equipment.Simple operation. Agents can use our Large-LCD phones to handle calls efficiently. Agentfeatures can be performed simply by following the prompts displayed on the LCD.Easy programming and flexibility. Use a Large-LCD phone to enter the DBS 576programming mode, and go to one area of settings specifically for ACD. No special equipment orcomplicated programming is required.Powerful ACD functionality. Incoming calls can be routed to the first available agent, ortransferred to Voice Mail. Supervisors can instantly access the current status of all agents. MISreports can be generated.The 576 ACD software can be designed to efficiently handle incoming calls to a group of phones,especially when the entire group is busy. At this point, the caller will be directed to a recordingasking the caller to hold, then sent to a Music-On-Hold source until an agent becomes available.These processing steps are totally flexible and can be changed easily by the supervisor at anytime. Utilizing the Large-Screen Display phone, the supervisor can edit the existing script andchange the routing. For example, perhaps the office is closed as a result of weather conditions.At this point, the supervisor can edit the script and record a special greeting for incoming callers.This type of quick programmability will greatly increase customer satisfaction.Reporting. Of course, reports are crucial for the group’s activities. These reports can give youenough information to make intelligent staffing decisions. Unlike most of the competition, theDBS 576 ACD system comes complete with reporting capabilities standard! Choose fromindividual agent activity by week, day, etc., or choose an entire group.$#080 &". 8&+ 4!" • Maximum no. of ACD Units per System: 2 (in a 2+ cabinet configuration)• Agent Groups per ACD Unit: 3• Agent IDs per Group: 64• Maximum Agent IDs per ACD Unit: 64• Number of Agents Simultaneously Logged In: 32• Supervisor IDs per Group: 1• Supervisor IDs per ACD Unit: 6• Voice Ports per Group: 4• Voice Ports per ACD Unit: 4• Music Ports: 1 (on main unit/external MOH source)• MIS Monitor Ports: 1 (RS232C 9600bps)• Guidance Length: 1-96 seconds (changeable)• Number of Guidance Messages: 1-6 (changeable)• Total Guidance Recording Length: 96 seconds for 6 messages