Panasonic Dbs 576 Instructions Manual

							Section 525 - ACD/MIS Reference Chapter 3. Installation
576/HD-50-525 DBS 576/HD issued September 2001  3-9
Uninstalling the ACD Viewer Software
1. Shut down ACD Viewer.
2.  Remove the Report.mdb from X:\Program Files\SMD 
\ACD\Report.mdb.
3.  Open Control Panel Add/ Remove Programs.
4.  Select ACD Viewer and Add/Remove button. 
						

							3-10 DBS 576/HD issued September 2001 576/HD-50-525
Chapter 3. Installation Section 525 - ACD/MIS Reference 
						

							576/HD-50-525 DBS 576/HD issued September 2001 4-1
Chapter 4. ACD Viewer System 
Components
Starter Kit
The minimum system configuration is the stand-alone configuration. To 
establish a stand-alone configuration requires one (1) copy of MIS Server 
software and one (1) copy of ACD Viewer. This combination of the MIS 
Server Software and ACD Viewer are bundled together and are available as 
an ACD Viewer Starter Kit.
There is no difference in the Starter Kit for a stand-alone configuration and a 
network configuration. Only one copy of the MIS Server is required per 
installation no matter how many ACD Viewers, Wallboards, or Agent View 
applications are involved in the system.
The MIS Server software comes with a software protection device that 
attaches to the printer port of the host PC. The MIS Server Software verifies 
the existence of the software protection device during the start-up process, 
and periodically throughout the operation of the MIS Server.
ACD Viewer
The Starter Kit includes one (1) copy of ACD Viewer. Each additional copy 
of ACD Viewer is purchased separately as needed. Adding additional ACD 
Viewers to an existing system can be accomplished incrementally as the 
business grows. 
Each copy of ACD Viewer comes with a software protection device that 
attaches to the printer port of the host PC. ACD Viewer verifies the 
existence of the software protection device during the start-up process, and 
periodically throughout the operation of ACD Viewer. 
Report Manager
Report Manager is included in ACD Viewer and does not require a separate 
license.  
						

							4-2 DBS 576/HD issued September 2001 576/HD-50-525
Chapter 4. ACD Viewer System Components Section 525 - ACD/MIS Reference
Agent View
Agent View is available in a number of different concurrent license 
packages. Agent View license is available in bundles of 10, 25, or 50 
concurrent licenses. 
Agent View can be installed on any number of host PCs. However, each 
instance of Agent View that connects to the MIS Server secures a licensed 
connection. Once the number of licensed connections equals the number of 
licenses on the software protection device, no other connections can be 
established.
Agent View can have multiple instances of Agent View active on the same 
PC. Each instance of Agent View that connects to the MIS Server secures a 
licensed connection. If, for example, someone opened up 3 instances of 
Agent View on one PC to monitor three (3) different ACD Groups, three 
separate license connections are established. 
Each license bundle of Agent View comes with a software protection device 
that attaches to the printer port of the MIS Server host PC (not to individual 
PCs). Agent View verifies the existence of the software protection device 
during each Agent View start up process, and periodically throughout the 
operation of Agent View. The MIS server application limits the number of 
Agent View connections to the amount available on the Agent View 
software protection key.
Wallboards
Wallboard support is a function of ACD Viewer and does not require a 
separate license. Spectrum Wallboards are available from your 
Telecommunication’s Dealer. 
						

							576/HD-50-525 DBS 576/HD issued September 2001 5-1
Chapter 5. ACD Viewer
Overview
ACD Viewer organizes and displays ACD events reported by the DBS 576 
or 576HD Management Information System port in an easy to use and 
understand format. The Call Center Supervisor receives real-time 
information on the status of calls in queue and individual Agents.
ACD Viewer runs in the background on the Supervisors existing MS 
Windows 95, 98, or NT PC. This allows the Supervisor to work in other 
applications (MS Word, MS Excel…), while letting ACD Viewer monitor 
the alarm thresholds that the Supervisor has selected. Once an alarm 
threshold is exceeded, ACD Viewer alerts the Supervisor by changing the 
Alarmed item background color, playing a wave file, or flashing the title bar 
and application button, depending on the current display mode of ACD 
Viewer.
Information Displayed
ACD Viewer displays the following information for each ACD group:
• Number of calls in queue (Calls Waiting)
• Longest Call Waiting (LCW)
• Number of Agents: Logged-In, Available, Unavailable, and Busy
• Individual Agent Status and Status duration
• Alarm Conditions
• Phone System Date/Time
Main View
ACD Viewer provides real time Call Center information that Supervisors 
need to manage their workload (Incoming Calls) and their resources (ACD 
Agents). ACD Supervisors receive information for all active ACD groups in 
an easy to read format that includes either current ACD Queue Status and 
Agent Status for all ACD Groups or the Queue Status and individual Agent 
States for a particular group.
Figure 2.4 shows a sample of ACD Main View. 
						

							5-2 DBS 576/HD issued September 2001 576/HD-50-525
Chapter 5. ACD Viewer Section 525 - ACD/MIS Reference
Figure 2.4.  ACD Viewer - Main View
ACD Viewer is password protected. The ACD Viewer Administrator 
establishes passwords and user rights. The Administrative password has 
access to all ACD Groups; other passwords are established for access to all 
groups, a number of groups, or a single group. 
Alarms
Alarms are set individually for each ACD Group and on each instance of 
ACD Viewer. This enables Managers and Supervisors to implement 
different alarm thresholds on their respective copies of ACD Viewer. 
Figure 2.5 shows a typical ACD Groups and Alarm Configuration window. 
Figure 2.5.   ACD Groups/Alarm Configuration Window
Visual and audible alarms alert the Supervisor when predetermined 
thresholds are exceeded, enabling the Supervisor to take appropriate action. 
Visual alarms in the Main View are displayed in colors selected by the  
						

							Section 525 - ACD/MIS Reference Chapter 5. ACD Viewer
576/HD-50-525 DBS 576/HD issued September 2001  5-3
Supervisor. While in Title-Bar View, the ACD Viewer Title-Bar and 
Application Button flash when an alarm condition occurs. Audible alarms 
sound over the standard PC speaker or plays a sound wave (.wav) file 
through the PCs sound card and speakers. 
Title-Bar View
ACD Viewers Title-Bar View (Figure 2.6) can run unobtrusively in the 
background, and Always-On-Top. This enables the Supervisor to work in 
other applications (MS Word, MS Excel…) while letting ACD Viewer 
monitor the alarm thresholds that the Supervisor has selected. Once an alarm 
threshold is exceeded, ACD Viewer alerts the Supervisor by flashing the 
title bar and / or playing a sound wave, depending on the current Alarm 
settings.
Figure 2.6.   Title-Bar View
• CW - Number of Calls Waiting (Work Load)
• LCW - Longest Call waiting (Work Load)
• LOG - Number of Logged-In Agents (Resources)
• Avail - Number of Available Agents (Resources)
• Unavail - Number of Unavailable Agents (Resources)
• Busy - Number of Busy Agents (Resources)
• Alarm Indications
• The ACD Group Name
Button View
Button View is the most condensed display format. Button View displays as 
an open application that is minimized on the Windows Task-Bar at the 
bottom of the screen (like the Windows Start button). Alarms that exceed 
preset thresholds will cause the Button to flash, and a sound wave to play if 
sound is enabled. Placing the mouse pointer over the Button will display a 
Help Bubble that displays the same information as the Title-Bar View as 
shown here in Figure 2.7.
Figure 2.7.  Button View
CW: 6   LCW:  0:09:30    LOG: 8    Avail: 0    Unavail: 3    Busy: 5 - Tech Support
Help Bubble
Button-View 
						

							5-4 DBS 576/HD issued September 2001 576/HD-50-525
Chapter 5. ACD Viewer Section 525 - ACD/MIS Reference
Group Detail View
Queue status and group statuses are displayed at the top of the window, 
while individual Agents in the group are displayed in the remainder of the 
window. The possible Agent States are ACD Call, PBX Call, Available, 
Unavailable, and Logged-Out. 
Figure 2.8 shows a typical ACD Viewer Group Detail window.
Figure 2.8.  ACD Viewer Group Detail Window
The window can be sized to fit more Agents. However, the number of 
Agents displayed on the screen depends on the resolution settings of the 
screen and the size of the monitor. Names that are changed in one instance of 
ACD Viewer are reflected on all
 instances of ACD Viewer on the network.
Remote Access
Remote Access of ACD Viewer displays and reports, can be accomplished 
using pcAnywhere™ and modems. 
						

							576/HD-50-525 DBS 576/HD issued September 2001 6-1
Chapter 6. Report Manager
Overview
A number of reports are available which provide information and statistics 
on individual Agents, ACD Groups, Work Units, and Trunks. All reports can 
be scheduled to run periodically, and are then automatically sent to the 
Windows print manager. Reports can also be run manually whenever desired 
for whatever time period that is required. 
There are four templates for each report type: daily, weekly, monthly, and 
yearly. Any report template can be run for any duration of time. For 
example, if daily information is required for a twelve (12)-day period that 
occurred last month, simply select the report type and the dates required and 
run the report.
Reports can be run for any combination of ACD Groups and Agents. 
Reports can be run for a single Agent, a subset of Agents within a group or 
many groups, an entire ACD Group, or all ACD Groups. 
You can export your finished reports to a number of popular spreadsheet and 
word processor formats, HTML format, ODBC format, and a number of 
common data interchange formats as well. This makes the distribution of 
information easier. For example, you may want to use report data to project 
trends in a spreadsheet package or enhance the presentation of data in a 
desktop publishing package.
Reports have been formatted specifically to export to MS Excel 
97™. 
Both the MIS Server master databases and the temporary report databases 
created by ACD Viewer Report Manager can be opened and manipulated 
with Microsofts Access 97™.
Each report type has the following information:
•Report Name - On the daily templates just the report name appears; on 
weekly, monthly, and yearly report templates the report period also 
appears as part of the report name (i.e.; Agent Call Summary - Monthly).
•Report Period Start, Date and Time - States the beginning of the 
report period.
•Report Period End, Date and Time - States the end of the report 
period. If a future date	ime is requested the present date/time is inserted.
•Report Print Date - The date the report was run/printed. 
						

							6-2 DBS 576/HD issued September 2001 576/HD-50-525
Chapter 6. Report Manager Section 525 - ACD/MIS Reference
•Page Number - The page number is presented in the Page X of Y 
format.
The descriptions that follow are Daily report formats. Generally the same 
data appears as totals, averages, and summaries on the Weekly, Monthly, and 
Yearly reports. For example, in many of the daily reports hourly intervals are 
shown for each day, while on the Weekly report daily totals are shown.   
Agent Call Summary Report
The Agent Call Summary report provides a comprehensive view of Agent 
hours and call handling activities. The report is used to establish base line 
measurements in the Call Center and enables the Supervisor to evaluate 
Agent performance, relative to other Agents within the group.
Figure 6.1 shows a typical Agent Call Summary report.
Figure 6.1.   Agent Call Summary Report