Panasonic Dbs 576 Instructions Manual

      
DBS 576 - Version 5.0
issued September 2001
ACD/MIS Version 2.52
 Issued July 2001
Panasonic
a
(Also supports DBS 576HD)
Section 525
ACD/MIS Reference ManualAutomatic Call Distribution (ACD)
Management Information Systems (MIS) 

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, PTSC cannot guarantee 
the accuracy of printed material after the date of publication, nor can it 
accept responsibility for errors or omissions.  PTSC will update and 
revise this document as needed.
The...

576/HD-50-525 DBS 576/HD issued September 2001 TOC-3
Table of Contents
Overview  
ACD & Management Information System...........................................................  OV-1
MIS Server Application............................................................................................  OV-3
ACD Viewer
.............................................................................................................  OV-3
Report Manager...

 Section 525 - ACD/MIS Reference
TOC-4 DBS 576/HD issued September 2001 576/HD-50-525 
MIS Server...................................................................................................................  2-2
Chapter 3.  Installation
Installation Overview................................................................................................  3-1
Before You Begin.....................................................................................................  3-1
Overview of Steps...

Section 525 - ACD/MIS Reference 
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Agent View...............................................................................................................  4-2
Wallboards
................................................................................................................  4-2
Chapter 5.  ACD Viewer
Overview...................................................................................................................  5-1
Information...

 Section 525 - ACD/MIS Reference
TOC-6 DBS 576/HD issued September 2001 576/HD-50-525 
Information Displayed..............................................................................................  8-1
Priority Text Messages
..............................................................................................  8-2
Delimiter Messages
...................................................................................................  8-2
Chapter 9.  Exporting Report Data
Seagate Crystal...

576/HD-50-525 DBS 576/HD issued September 2001 OV-1
Overview 
ACD & Management Information System
Panasonics Call Center products are focused on cost-effective solutions that 
grow incrementally to meet the changing needs of a business. Whether ACD 
Viewer is installed in a stand-alone configuration or in a network 
configuration, the real time displays provide information about current Call 
Center workload (incoming calls) and resources (ACD Agents). Historical 
reports provide essential information...

OV-2 DBS 576/HD issued September 2001 576/HD-50-525
Overview Section 525 - ACD/MIS Reference
Figure 1.  DBS576/HD ACD & MIS
ACD/MIS Port
DBS 576/576HD
TCP\IP
Wallboards are connected directly to a PC
running ACD Viewer.  One copy of ACD
Viewer can support up to 128 wallboards.
Wallboards can display information for one
ACD Group or be setup to display information
for any number of ACD groups.
Agent View is a client that runs on individual
Agent PC’s.  Agent View runs on MS Windows
95, Windows 98, or...

Section 525 - ACD/MIS ReferenceOverview 
576/HD-50-525 DBS 576/HD issued September 2001  OV-3
MIS Server Application
The MIS Sever application has 3 general functions. First, it is responsible 
for maintaining communications with the phone system. Secondly, it 
receives and organizes real-time data that is broadcast via TCP\IP to ACD 
Viewer and Agent View clients. And finally the MIS Server application 
collects, sorts and stores call center records for historical reporting.
ACD Viewer
ACD Viewer is for...

OV-4 DBS 576/HD issued September 2001 576/HD-50-525
Overview Section 525 - ACD/MIS Reference
Finally, Agent View provides a method to deliver Call Center information 
where wallboards are ineffective. For instance, personnel are in individual 
offices, cubical walls are too high, or the customer doesnt want sensitive 
Call Center information displayed in a public area.
Wallboards
Wallboards are an effective method to provide Agents and other interested 
personnel with real-time Call Center information....