Panasonic Dbs 576 Instructions Manual

Section 525 - ACD/MIS Reference Chapter 3. Installation
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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. 

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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...

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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...

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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...

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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...

Section 525 - ACD/MIS Reference Chapter 5. ACD Viewer
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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...

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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...

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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...

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•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...