Panasonic Dbs 576 Instructions Manual

Section 525 - ACD/MIS ReferenceOverview 
576/HD-50-525 DBS 576/HD issued September 2001  OV-15
Figure 6.  Typical Supervisor Script Editing
•Report Generation - The Supervisor has the ability to generate the 
internal standard reports to an external PC or Printer. The ACD card 
itself must be equipped with an RS-232 Cable connected to a PC or 
Printer.
Through the Large Screen Telephone, the Supervisor simply selects the 
report, and depresses the appropriate key to generate that particular 
report....

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Overview Section 525 - ACD/MIS Reference
Reports
As mentioned in the introduction, the ACD provides a variety of reporting 
options that are useful for managing the call center. The Standard reports 
Package comes with the ACD card itself, while the MIS Report Package is 
optional, and provides further enhancements.
Standard Reports Package 
The ACD provides reports for the entire System, Groups, and Agents. You 
can select these reports hourly, daily,...

Section 525 - ACD/MIS ReferenceOverview 
576/HD-50-525 DBS 576/HD issued September 2001  OV-17
These MIS report options are described in further detail later in this manual.
ACD Standard Specifications
ITEMSPECIFICATION
Number of Agent Groups3
Agent ID’s per System64
Number of Agents per System32
Supervisor ID’s per System6
Voice Ports per System4 Shared Ports
Report Monitor PortOne RS-232C 9600 baud
Number of Guidance MessagesSix (96 seconds each)
Reports14-day Storage 

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Overview Section 525 - ACD/MIS Reference 

576/HD-50-525 DBS 576/HD issued September 2001 1-1
Chapter 1. System Configuration
Basic System Layout
Figure 1.1 shows the ACD MIS system layout using either the DBS 576 or 
576HD.
Figure 6.1.   ACD MIS System Configuration
Cabling Considerations
Connection between the Phone System and the MIS Server host PC is an 
RS-232 connection and is subject to limitations. An RS-232 connection is 
generally limited to a length of 50 feet. For distances greater then 50 feet, 
short-haul modems are usually...

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Chapter 1. System Configuration Section 525 - ACD/MIS Reference
Stand-alone Configuration
Figure 1.2 shows the stand-alone configuration and layout of the ACD MIS, 
with either the DBS 576 or 576HD.
Figure 6.2.   ACD MIS Stand-alone Configuration
While ACD Viewer was designed as a network product, a number of 
customers have chosen to install ACD Viewer as a stand-alone product. The 
MIS Server and ACD Viewer can both run on the same Host PC. The host...

Section 525 - ACD/MIS Reference Chapter 1. System Configuration
576/HD-50-525 DBS 576/HD issued September 2001  1-3
Figure 6.3.   ACD MIS Network Configuration
Network Installation
For customers that have an existing local area network (LAN) there are 
some cost savings involved for both the installer and the customer. Some 
products require running a separate RS-232 connection to each Supervisor 
PC (this may also involve short haul modems at each end of the connection).
Connecting the system to an...

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Chapter 1. System Configuration Section 525 - ACD/MIS Reference 

576/HD-50-525 DBS 576/HD issued September 2001 2-1
Chapter 2. System Requirements
ACD Viewer
ACD Viewer does not require a dedicated personal computer. It runs 
concurrently with other Windows applications on the Supervisors PC. This 
is an important advantage because it enables the working Supervisor to 
remain aware of Call Center activities, while performing other tasks on the 
computer.
ACD Viewer normally requires very little processing power from the host 
PC. However, during the actual processing...

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Chapter 2. System Requirements Section 525 - ACD/MIS Reference
Note:If the customer plans on running reports throughout the workday, 
upgrading to a more powerful PC may be required (i.e.: P400 with 128 MB 
of RAM).
Agent View
Agent View requires very little processing power from the host PC and does 
not require a dedicated personal computer. It runs concurrently with other 
Windows applications on the host PC. This is an important advantage 
because it...