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.
SUPERVISOR MENU
SYSTEM INFO→
MIS REPORT→
CUSTOMIZE→
DISP SYS INFO→
CUSTOMIZE MENU
LINE REGIST.→
SYSTEM ID→
AGENT ID→
GROUP SETTING→
CALL HANDLING→
CALL HANDLING
      PROGRAM→
     VM NUMBER→
 
CUSTOMIZE MENU→
CALL HANDLING
PROGRAM 1→
PROGRAM 2→
PROGRAM 3→
PROGRAM 4→
CUSTOMIZE MENU→
SEARCH 1,015,010
01:Select FFKey
SEARCH  1,020,010
PLAY    7,1
SEARCH  2,015,003
RET     02,010
PLAY    9,0 
						

							OV-16 DBS 576/HD issued September 2001 576/HD-50-525
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, or weekly through the Supervisors 
Large Screen telephone. The Data is stored in the ACD memory for up to 14 
days. Table 1 provides a matrix of available Reports features.
Table 1.  Reporting Features
Each report will provide the appropriate information for Total Log-in Time, 
Total Unavailable Time, Total Talk Time, Total Idle Time and Percentage, 
and Total Incoming and Answered Calls.
MIS Reports Package 
Using the MIS option provides further reporting options such as 
customizable reports, historical reports, and software conversion to popular 
applications such as Microsoft Excel.
Group     
TOTAL 
LOGIN 
TIMEUNAVAIL 
ABLE 
TIMETA L K  
TIMEIDLE 
TIMEINCOMING 
CALLSANSWER 
CALLSAVERAGE 
RINGING 
TIMEABANDONED 
CALLS
Agent
(1~64)HOURLYoooo o o X X
DAILYoooo o o o o
WEEKLYoooo o o o o
Group
(1, 2, 
or 3)
HOURLYoooo o o X X
DAILYoooo o o X X
WEEKLYoooo o o X X
System
HOURLYoooo o o X X
DAILYoooo o o X X
WEEKLYoooo o o X X
INCOMING 
ABANDONED 
CALLS
XXXX X X X o 
						

							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 
						

							OV-18 DBS 576/HD issued September 2001 576/HD-50-525
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 required. 
Communication between the MIS Server application and the ACD Viewer 
and Agent View clients is accomplished through a TCP\IP on the Local Area 
Network (LAN). The distance from the MIS Server Host PC to the client 
applications (ACD Viewer or Agent View) on an existing LAN is not 
generally an issue. Consult a network engineer about possible distance 
considerations.
RS-232 TCP\IP
50 Foot LimitationLocal Area Network
MIS Server
Host PCACD Viewer
or Agent View
DBS 576/576HD
ACD/MIS Port 
						

							1-2 DBS 576/HD issued September 2001 576/HD-50-525
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 
PC must be running on Windows NT and configured to run TCP\IP. To start 
TCP\IP a Network Interface card is generally required. The Host PC doesnt 
need to be connected to a LAN in this configuration. 
One or many Wallboards can be supported and controlled from a single 
ACD Viewer. One serial communication port is required for connection to 
the Phone System, and another serial communication port is required if 
Wallboards are desired.
Network Configuration
Figure 1.3 shows the network configuration and layout of the ACD MIS, 
with either the DBS 576 or 576HD.
DBS 576/576HD
ACD/MIS Port
Calls Waiting5
Agents Avail 0
(Spectrum Wallboard Displays) 
						

							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 existing LAN allows the MIS Server software 
to be installed in the telephone room (or the MIS department), while the 
clients (ACD Viewer and Agent View) can be installed anywhere on the 
network with no additional cabling. 
In a network installation the MIS Server host PC requires two connections. 
One RS-232 connection to the DBS 576 or DBS 576HD and one connection 
to the LAN backbone (through TCP\IP) is required. After these two 
connections are established, the client applications communicate with the 
MIS Server application through the LAN. 
Windows NT™ Concurrent Connection Licenses
An important consideration in a network installation is the number of 
concurrent connections to the MIS Server Host PC. Microsoft Windows NT 
Workstation allows ten (10) concurrent connections. (See the Microsoft 
Windows NT Workstation license Agreement for more information.) 
For more then ten concurrent connections, a Windows NT server must be 
used and have the appropriate number of users licensed by Microsoft. 
Concurrent users as defined here indicates the total number of users, 
peripheral devices, and ACD Viewers that will connect to the Windows NT 
Workstation.
LCW 3:15
Busy Agents 3
Calls Waiting5
Agents Avail 0
ACD ViewerACD ViewerAgent ViewAgent View
DBS 576/576HD
ACD/MIS Port 
						

							1-4 DBS 576/HD issued September 2001 576/HD-50-525
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 of reports the majority of the host 
PCs resources may be used, depending on the power of the PC (processor 
speed and RAM [Random Access Memory]), the type of report, and the 
period of time the report is covering.
When running reports that contain large amounts of data, the processing of 
that data may take several minutes. Increasing the processor speed, and/or 
increasing RAM, improves the host PCs performance, and therefore the 
performance of the Report Manager. On slower PCs, reports may be 
scheduled to run automatically after the Supervisor leaves for the day.
Panasonic recommends installing ACD Viewer on a PC that meets the 
following minimum requirements:
• IBM-compatible Pentium 166MHz personal computer
• Windows 95 (Windows 98 or Windows NT)
• 32 MB RAM
• CD-ROM (or access to a network CD-ROM)
• 10 MB available hard drive space for the application. When running 
yearly reports, the PC requires up to 1 GB of free space during the actual 
report processing period
• 1 available serial port when using Wallboards 
• Network Interface Card
• Parallel printer port for activation key and printer
• VGA color monitor
• Keyboard and mouse
• Windows graphic accelerator 
						

							2-2 DBS 576/HD issued September 2001 576/HD-50-525
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 enables the Agent or Sub-Supervisor to remain aware of Call 
Center activities, while performing other tasks on the computer.
Panasonic recommends installing Agent View on a PC that meets the 
following minimum requirements:
• IBM-compatible Pentium 100MHz personal computer
• Windows 95 (Windows 98 or Windows NT)
• 16 MB RAM
• 5 MB available hard drive space for the application
• CD-ROM (or access to a network CD-ROM)
• Network Interface Card
• VGA color monitor
• Keyboard and mouse
• Windows graphic accelerator
MIS Server
The MIS Server application does not require a dedicated personal computer. 
It runs concurrently with other Windows NT services and applications. On a 
host PC with an Intel Pentium 166MHz with 32 MB of RAM, during normal 
operation, the MIS Server application requires about 5% of the host PC’s 
system resources.
The MIS Server application is the interface to the Phone System, and is 
responsible for collecting, organizing, and storing ACD event data. If the 
MIS Server Host PC is turned OFF during Call Center operation, all ACD 
Data is lost during that period.