Panasonic Dbs 576 Instructions Manual
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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 software and hardware described in this document may be used or copied only in accordance with the terms of the license pertaining to said software or hardware. © 2001 by Panasonic Telecommunication Systems Company (PTSC) All rights reserved. ACD Viewer, Report Manager, Agent View, and MIS Server are trademarks of SMD. pcAnywhere is a registered trademark of Symantec Corporation Windows, Windows NT Workstation, Windows NT Server, and Access 97 are trademarks of Microsoft Corporation. Seagate Crystal Reports is a trademark of Seagate Corporation. Panasonic is a registered trademark of Matsushita Communications Industrial Corp. of America.
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 ........................................................................................................ OV-3 Agent View ............................................................................................................... OV-3 Wallboards ................................................................................................................ OV-4 ACD Configuration Options.................................................................................... OV-4 How ACD Can Benefit Customers ........................................................................ OV-5 Major ACD Functions ............................................................................................... OV-6 Agent Features ............................................................................................................ OV-9 Supervisor Features ................................................................................................... OV-11 Reports .......................................................................................................................... OV-16 ACD Standard Specifications .................................................................................. OV-17 Chapter 1. System Configuration Basic System Layout................................................................................................. 1-1 Cabling Considerations ............................................................................................. 1-1 Stand-alone Configuration ....................................................................................... 1-2 Network Configuration............................................................................................. 1-2 Network Installation ............................................................................................ 1-3 Windows NT™ Concurrent Connection Licenses .................................................... 1-3 Chapter 2. System Requirements ACD Viewer................................................................................................................ 2-1 Agent View .................................................................................................................. 2-2
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 ..................................................................................................... 3-1 Preparing the Windows NT Host PC..................................................................... 3-2 Verifying Windows NT Network Settings................................................................ 3-2 Setting Up User Profiles on the Windows NT Host PC ............................................ 3-3 Installing the MIS Server Software........................................................................ 3-3 Before You Begin..................................................................................................... 3-3 Step 1: Installing the Microsoft DAO Software ........................................................ 3-3 Step 2: Installing the MIS Server Software ............................................................... 3-4 Installing the ACD Viewer Software..................................................................... 3-5 Before You Begin..................................................................................................... 3-5 Steps to Take ............................................................................................................. 3-5 Starting ACD Viewer ................................................................................................ 3-6 Installing the Agent View Software....................................................................... 3-6 Accessing MIS Server Settings After Installation .............................................. 3-7 Viewing or Changing the MIS Server Configuration................................................ 3-7 Verifying that the MIS Server is Running ................................................................. 3-7 Viewing or Changing the MIS Server Configuration ................................................ 3-7 Accessing Windows NT Service Settings ................................................................. 3-7 Uninstalling the MIS Server Software.................................................................. 3-8 Stopping the MIS Server........................................................................................... 3-8 Uninstalling MIS Server ........................................................................................... 3-8 Uninstalling the ACD Viewer Software............................................................... 3-9 Chapter 4. ACD Viewer System Components Starter Kit..................................................................................................................... 4-1 ACD Viewer............................................................................................................. 4-1 Report Manager ........................................................................................................ 4-1
Section 525 - ACD/MIS Reference 576/HD-50-525 DBS 576/HD issued September 2001 TOC-5 Agent View............................................................................................................... 4-2 Wallboards ................................................................................................................ 4-2 Chapter 5. ACD Viewer Overview................................................................................................................... 5-1 Information Displayed .............................................................................................. 5-1 Main View ................................................................................................................ 5-1 Alarms ...................................................................................................................... 5-2 Group Detail View .................................................................................................... 5-4 Remote Access .......................................................................................................... 5-4 Chapter 6. Report Manager Overview................................................................................................................... 6-1 Agent Call Summary Report ..................................................................................... 6-2 Agent Time Summary Report ................................................................................... 6-3 Queue Average Report .............................................................................................. 6-4 Queue Count Report .................................................................................................. 6-5 Queue Count Graph Report ....................................................................................... 6-6 Incoming Call Duration Spectrum Report ................................................................. 6-7 Lost Call Spectrum Report ........................................................................................ 6-8 Delayed Call Spectrum Report .................................................................................. 6-9 Trunk Report ............................................................................................................. 6-10 Work Unit Report ..................................................................................................... 6-11 Work Unit Agent Report ........................................................................................... 6-12 Chapter 7. Agent View Overview................................................................................................................... 7-1 Information Displayed .............................................................................................. 7-1 Button-View (Agent View) ....................................................................................... 7-2 Chapter 8. Wallboards Overview................................................................................................................... 8-1
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 Reports............................................................................................ 9-1 Microsoft Access ........................................................................................................ 9-2 Chapter 10. Troubleshooting ACD Viewer Error Messages.................................................................................... 10-1
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 used to evaluate trends, performance, and results. Figure 1 depicts the DBS576/HD Automatic Call Distribution (ACD) & Management Information System (MIS).
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 Windows NT. ACD Viewer is a client that runs on the Supervisors PC. ACD Viewer runs on MS Windows 95, Windows 98, or Windows NT. MIS Server software and the Report Database require a Windows NT Workstation or Windows NT Server running TCP\IP. The MIS Server software collects and organizes ACD events from the DBS 576/576HD and distributes the data via TCP\IP across the network to ACD Viewer clients, Agent View clients, and Wallboards. ACD events are also stored in the Report Database that is used by the Report Manager in ACD Viewer.
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 Managers and Supervisors that need real time information to oversee daily operations. An overview of all ACD Groups, Agents and Alarm statuses are provided in one easy to use display. Another display provides detailed information about one ACD group including individual Agent states (ACD Call, Unavailable…) and duration of the current activity. Report Manager Report Manager is a component of ACD Viewer that provides the Supervisor or Administrator of an ACD group(s) access to statistical and historical data from their desktop PC. Report Manager enables the Supervisor to schedule reports that run automatically on a daily, weekly, monthly, or yearly interval. To make analysis and manipulation of the data easier, reports are exportable to other applications (MS Excel™, MS Word™…). Additionally, the Microsoft DAO™ database can be accessed using tools such as Seagate Crystal Reports™ or Microsofts Access™. Dealers or Customers that have qualified personnel on staff can write custom reports or modify the existing Seagate Crystal Reports. (See Chapter 3, Overview for more details on exporting data.) Agent View Agent View provides an alternative method to deliver critical Call Center data to front line and management personnel in a small, unobtrusive format thats easy to understand. Agent View functions as a Software-Wallboard application. However, Agent View is also used for lead personnel (sub- Supervisors) and management personnel that wish to monitor ACD activities but dont require all the detail of ACD Viewer. Agent View addresses three specific areas. First, Agent View provides more Call Center information than an Agents display telephone. Second, the information is displayed continuously throughout the duration of a call.
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. Items that exceed preset alarm conditions are displayed and may be accompanied by an audible alarm. Text messages can be sent to the wallboard on a periodic basis or as a one-time priority message. ACD Configuration Options Panasonic offers several configuration choices depending on your ACD requirements. For example, the Standard ACD package consists of two (2) cards installed directly into the DBS 576 or HD cabinet and provides a host of basic ACD functionality to distribute and report incoming call traffic (Figure 1). However, you can expand and enhance the ACD functionality by adding our MIS (Management Information System) package along with the standard ACD card. The MIS package is software that can be loaded into a stand alone Server on a LAN, or loaded directly into an existing Server. This expanded MIS package delivers a variety of ACD tools for more sophisticated call center environments.