Panasonic Dbs 576 Instructions Manual

							Section 525 - ACD/MIS ReferenceOverview 
576/HD-50-525 DBS 576/HD issued September 2001  OV-5
Figure 2.  Standard ACD Package
How ACD Can Benefit Customers
Among the many benefits that ACD can provide to users, nothing compares 
to the overall increase in Customer Satisfaction that can be gained using 
this tool. 
Callers entering into ACD systems have the comfort of knowing that their 
call is being processed by prompting the caller periodically through various 
messages. ACD above all else, eliminates terminal holds which can be 
extremely frustrating to customers, and the business can ultimately lose the 
customer. This can cost businesses thousands of dollars in lost business that 
can never be measured.
Decreasing Costs always provides a tremendous benefit to organizations, 
and ACD systems can certainly help accomplish this goal. Efficient call 
centers can:
• Eliminate multiple handling of calls, reducing staff expenses
• Manage staffing levels by providing report data on call center activity 
and call flow
• Manage agent efficiency
• Reduce returned calls (Outbound Toll)
• Help determine the correct number of incoming lines
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Overview Section 525 - ACD/MIS Reference
An effective ACD system can also provide Increased Revenue 
opportunities for an organization. By handling more calls at a time than 
number of Agents, potential customers can wait in Queue for an Agent to 
become available to assist the customer and/or take an order. This process 
greatly decreases and minimizes potential customers from abandoning calls.
Finally, the ACD system provides a call center with effective Management 
Tools to ensure that calls are being handled effectively, and that your getting 
the highest level of productivity from your Agents. In addition, the ACD 
provides Management with:
• Real time visualization of Call Center Status
• Short & Long term reports for statistical data analysis
• Immediate response to long delays
Additional Benefits of Panasonics ACD 
One Vendor Solution
 - The advantages to utilizing this single vendor 
solution are many. Most importantly, the support for the system can be 
obtained through one phone call, as well as maintenance and ongoing 
changes for your call center. 
Easy Installation
 - This ACD solution is an integrated solution in the form 
of a circuit board that is placed within the cabinet. All of the power 
resources and processing comes from the main cabinet and central 
processor. In addition, by utilizing our battery back-up capabilities, you are 
assured of system performance in the event of a power loss.
Simple Operation Agents
 - Agents can use virtually any of our telephone 
models programmed to provide simple key depressions to Log-in, Wrap, and 
make themselves unavailable. The training required for new agents is 
extremely efficient, and takes no time to get new users up and running. 
Major ACD Functions 
Advanced Hunting (Standard ACD Package) 
The software can be programmed to distribute calls to agents in two 
different manners, depending on which one is right for you. The system can 
find the agent who has been least busy first or idle for the longest period 
of time depending on your preference.
• Least Busy First Distribution - The software analyzes the percentage of  
						

							Section 525 - ACD/MIS ReferenceOverview 
576/HD-50-525 DBS 576/HD issued September 2001  OV-7
time each agent has been busy, and routes the call to the agent who has 
been busy the least amount of time.
• Longest Idle Distribution - The software analyzes the agent group to 
determine which agent has been idle for the longest period of time, and 
routes the call to that agent.
Agent Wrap Function (Standard ACD Package)
Each agent can be programmed to allow wrap-up time on a conversation 
with the customer for up to 600 seconds before receiving another incoming 
call. 
Overflow (Standard ACD Package) 
If a call is not answered in Group 1, the call can be sent to another group, 
another extension or to voicemail.
Standard Reporting (Standard ACD Package)
The standard ACD package comes equipped with several built-in ACD 
reports that can be used to further analyze your groups performance and 
activity. These report can be viewed either through a PC connected to an RS-
232C connector from the ACD card, or they can be printed by connecting 
directly to a printer. Activity of agents, groups and the system are tabulated 
on an hourly, daily or weekly basis, and can be stored for a period of 14 
days. 
MIS Reporting (MIS Package) 
For more robust reporting functions, the Optional MIS package can be 
utilized to provide customizable and historical reporting of the call center 
activity. This data can be downloaded into a wide variety of standard 
software programs such as Microsoft Excel™, for customized formatting of 
charts and graphs.
Supervisor Function (Standard ACD Package) 
For the supervisor, the standard ACD card and software also provides 
valuable information at the touch of a button about the agent group and how 
effectively your organization is handling customers. This ACD software 
includes supervisory functions that are accessed through the systems 
flexible large screen display telephone. The supervisor can change the ACD 
script, view agents and call information, and generate reports for example.
MIS Supervisor Function (MIS Package) 
For advanced supervisory functions, the MIS package allows the supervisor 
to view agent and group activity, in real time, directly on their PC display. 
This is accomplished through the Local Area Network, where the supervisor 
is simply a client accessing the MIS functionality over the LAN. 
						

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Overview Section 525 - ACD/MIS Reference
In addition, the supervisor can customize this PC application to provide 
alarm thresholds. If a threshold has been exceeded for example, the color of 
that data can be changed for a visual indication. If the supervisor desires an 
audible alarm under these conditions, that can be programmed as well.
Agent View (MIS Package) 
The MIS package also provides the option for software wallboard 
functionality. Any client on the LAN can use this software wallboard to 
visualize the Groups activity.
External Wallboard (MIS Package) 
You can connect to the system an external Wallboard for Group activity and 
messaging capability.
Multiple On Hold Messaging (Standard ACD Package) 
Utilizing an external RAD device connected to analog ports, the ACD 
system can provide multiple sources of Music/Message on hold. This is a 
valuable benefit for using customized recording information for different 
Groups within the ACD system.
Multiple Agent Groups (Standard ACD Package) 
The built-in standard ACD Package provides the capability of setting up 
three (3) distinct Agent groups. This is useful in organizations that have 
separate call center functions, and specific supervisors in charge of those 
groups.
Multiple ACD Systems (Standard ACD Package) 
The DBS 576 & HD systems allow for the installation of up to 2 built-in 
ACD cards. These 2 ACD systems act independently of one another, 
however, provide for double the capacity of a single ACD system. In other 
words, by installing 2 ACD systems, you will have a total of 6 different 
ACD Agent groups. 
Customer Script Editing (Standard ACD Package) 
Once a script is designed for an Agent group to handle incoming calls, the 
supervisor of that group can edit the script directly from his/her Large 
Screen Telephone set. This customizable script editing allows the call 
handling features to be changed on the fly.  
						

							Section 525 - ACD/MIS ReferenceOverview 
576/HD-50-525 DBS 576/HD issued September 2001  OV-9
Agent Features
For the Agent, the Panasonic ACD system provides simple agent 
functionality to ensure that external calls are being handled in the most 
efficient way.
Log-in/Log-out 
An available Feature Function key on an Agents phone can be programmed 
as a Log-in/Log-out key. Simply depress the key, enter the Agent ID 
number, and that particular agent is now logged into the ACD system and is 
ready to receive incoming calls.
When the Agent is logged-in, that key will be lit solid green for easy 
visualization of the Agents status. Depressing the key once again 
automatically logs the Agent out of the ACD system.
Available/Unavailable 
Another feature key can be programmed that sets a logged-in Agent to 
available (ready to take calls), or unavailable (system will bypass this 
agent). In this case, the supervisor will see that the Agent is indeed logged in 
to the ACD, but has is unavailable for some reason. In addition, the reports 
will buffer this data to provide information on the lengths of time Agents are 
available/unavailable.
When an Agent depresses the unavailable key, it will be lit solid Red.
Work Unit Count 
In certain call center environments, the customer wishes to report work unit 
codes that can be tagged on calls to indicate what type of call it was. In the 
Panasonic ACD, these are called Work Units.
A key can be programmed on an Agents phone to provide this capability. 
During a conversation, the agent can depress the Work Unit key and enter a 
Work Unit Number. These numbers will be reflected in the ACD reports that 
can be printed at a later time.
Up to twenty (20) Work Unit codes can be used in the system.
Wrap 
An excellent feature of the built-in ACD is the Agents ability to enter into a 
Wrap mode after a conversation has been concluded. This mode allows the  
						

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Overview Section 525 - ACD/MIS Reference
Agent up to 600 seconds to write notes, enter data, or perform any function 
that is needed after calls are completed. 
Wrap mode is beneficial in that it does not require the Agent to have to log 
out of the group, or make them unavailable. This feature is programmable 
by the supervisor on an Agent-by-Agent basis.
Zip Mode 
If Agents are using headsets (a popular application), then you will find the 
Zip Mode useful for answering incoming calls.
The Zip Mode essentially provides an automatic means for incoming calls to 
be answered by the Agent. When an Agent is available to take a call, they 
will hear a short tone burst indicating that a call is coming. Without any 
other interaction with the telephone, the call will be delivered. 
Figure 2 shows an example of what a typical Agent telephone might look 
like in a call center group:
Figure 3.  Typical Agent Telephone
WORK UNITkeys
LOG-IN/OUT
key
UNAVAILABLE
key
WRAPkey 
						

							Section 525 - ACD/MIS ReferenceOverview 
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Supervisor Features
One of the benefits of the built-in ACD is the various supervisory functions 
that are part of the standard ACD Package. The supervisors of course, are an 
integral part of maintaining an effective call center.
The Panasonic ACD provides the Supervisor with the following tools for 
efficient call control and Management.
Silent Monitor 
There may be several instances where a Supervisor might need to enter an 
Agents conversation. The Panasonic ACD allows this function to work 
easily, and without notice to the Agent which is sometimes desired.
Perhaps the Agent is new, and the Supervisor would like to monitor the 
progress. Maybe the Agent needs help in managing a particular call. These 
examples are just a few of how this feature can benefit a Supervisor.
The Supervisor can program a special key for Silent Monitoring. By 
depressing this key, followed by the extension number of an Agent, the 
supervisor is then in the call. Individual keys can even be assigned to 
automatically dial the Agents phone for one-touch feature activation.
Supervisor System Monitoring 
Through the Large Screen Telephone, the Supervisor has a myriad of 
options to monitor his/her group. Entering the System Information mode on 
the telephone, the Supervisor can select from the following:
•Traffic Information - This screen will display Total Calls in the group, 
the Maximum Wait Time, the number of Agents logged-in, and how many 
Agents are available to take calls.This information gives the Supervisor 
a quick and easy mechanism to monitor and manage the group. A sample 
is shown in Figure 3. 
						

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Overview Section 525 - ACD/MIS Reference
Figure 4.  Typical Traffic Information
SYSTEM INFO MENU
AGENT GROUP 1→
AGENT GROUP 2→
AGENT GROUP 3→
SYSTEM→
SYSTEM INFOAGENT GROUP 1
TRAFFIC INFO→
WAITING CALL→
AGENT STATUS→
SUPERVISOR MENU
SYSTEM INFO→
MIS REPORT→
CUSTOMIZE→
DISP SYS INFO→
SYSTEM INFOAGENT GROUP 1
TRAFFIC INFO→
WAITING CALL→
AGENT STATUS→
TRAFFIC INFOAGENT GROUP 1
TOTAL CALLS XX  
MAX WAIT  XXXS
LOGIN AGENT XX
AVAILABLE XX 
						

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•Waiting Call - This screen gives the Supervisor important information 
on individual calls that are waiting to be answered in the group. This 
information will display the Trunk number of the call, and the length of 
time the call has been in a Queue status. A sample is shown below in 
Figure 4:
Figure 5.  Typical Waiting Call Information
•Agent Status - In this screen, the Supervisor can see the Agent Group at 
a glance to determine how many Agents are Logged-In, Available, Busy 
on an ACD call, Busy on a non-ACD call, and how many are Idle.
Further information can be displayed regarding Agent Status such as ID 
numbers, extension numbers, and Status. The Supervisor can establish his/
her own preferences on how to visualize the Agent activity. The Panasonic 
Supervisor Monitoring provides this flexibility.
Supervisor Call Handling Scripts 
Designing and changing scripts is very important for a call center group. In 
the case of the Panasonic ACD, the scripting options are flexible, easy to 
access, and provide tremendous benefits to the supervisor.
A script is written to determine the best way to handle incoming calls. For 
example, you may decide to hunt through the Agent group first for a period 
of time, then follow that period with a message. Once the message is 
complete, continue hunting playing background music. This type of script 
can continue for as long as you determine. Here are a few benefits of the 
scripting options for the built-in ACD system:
•Six Different Commands - The script can utilize six (6) different 
commands to design the most effective call handling application. These 
SYSTEM INFOAGENT GROUP 1
TRAFFIC INFO→
WAITING CALL→
AGENT STATUS→
WAITING CALLAGENT GROUP 1
TRK TIME 01/XX
XXX XXXXS
XXX XXXXS
XXX XXXXS
XXX XXXXS 
						

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Overview Section 525 - ACD/MIS Reference
commands include Playing 1 of 6 different 96 second messages, 
Forwarding to other ACD groups or to Voice Mail, Searching the Agent 
groups for availability, Ending the script, Returning to any spot within 
the script.
•Supervisor Editing - There may be cases where the Supervisor would 
like to change the script. For example, perhaps inclement weather 
prevented employees from making it to the work destination. The 
Supervisor can easily change the script to alert external callers of this 
important information. Additionally, it may be desirable for the 
messages playing within a group to change periodically. The Supervisor 
can easily edit the script to reflect this change. A sample is shown below 
in Figure 5: