Panasonic Dbs 576 Instructions Manual

							576/HD-50-525 DBS 576/HD issued September 2001 7-1
Chapter 7. Agent View
Overview
Agent View provides an alternative method of delivering critical Call Center 
data to front line and management personnel in a small unobtrusive format 
thats easy to understand. Agent View is similar to a Software Wallboard 
on each Agents PC. The Agent Views Title-Bar View (see Figure 4.1) and 
button view have small footprints that allow an Agent to work in other 
applications without constantly moving the Agent View dialog box out of 
the way. 
Agent View addresses three specific areas. First, Agent View provides more 
information then an Agent display telephone. Second, the information is 
displayed continuously through out the duration of the call. Finally, Agent 
View provides a method to deliver information where wallboards are 
ineffective. For instance, agents are in individual offices, cubical walls are 
too high, or the customer doesnt want to display Call Center information in 
a public area. 
Agents are presented ACD information for one ACD group as assigned by 
the system administrator. Multiple instances of Agent View can be active on 
the same PC; each instance of Agent View that connects to the MIS Server 
secures a licensed connection. Opening multiple instances of Agent View 
enables someone to monitor two (2) or more different ACD Groups and act 
as a Sub-Supervisor.
Figure 4.1.   Agent View Title-Bar Display
Information Displayed
Agent View provides the following information for one ACD Group:
• Number of Calls Waiting (CW)
• The Duration the oldest call in queue has been waiting (LCW)
• Number of Logged in Agents (Log)
• Number of Available Agents (Avail)
• Number of Unavailable Agents (Unavail)
• Number of Agents Busy (Busy)
CW: 6   LCW:  0:09:30    LOG: 8    Avail: 0    Unavail: 3    Busy: 5 - Tech Support 
						

							7-2 DBS 576/HD issued September 2001 576/HD-50-525
Chapter 7. Agent View Section 525 - ACD/MIS Reference
Button-View (Agent View)
Button-View is the most condensed display format. Button-View displays as 
an open application that is minimized on the Windows Task-Bar at the 
bottom of the screen (like the Windows Start button). Placing the mouse 
pointer over the Button will display a Help Bubble that displays the same 
information as the Title-Bar View.
Figure 4.2 shows a typical Button-View window.
Figure 4.2.   Button-View Window
Usually Button-View displays the number of Calls Waiting (CW) and the 
duration of the Longest Call Waiting (LCW). However, what is actually 
displayed on the button depends on the number of applications open, size of 
the monitor, and the resolution settings of the monitor. 
Agent View license packs are available in bundles of 10, 25, or 50. 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 number of licenses on 
the software protection device, no other connections can be established. 
Help Bubble
Button-View 
						

							576/HD-50-525 DBS 576/HD issued September 2001 8-1
Chapter 8. Wallboards
Overview
Wallboards are a cost-effective method to provide Agents and other 
interested personnel with real-time Call Center information. Items that 
exceed preset alarm conditions are displayed in a different color and may be 
accompanied by an audible alarm (from the wallboard). Text messages can 
be sent to the wallboard on a periodic basis or as a one-time priority 
message. 
ACD Viewer supports Spectrum Electronic Wallboards which are sold 
separately (Series 200 and 300 work best). Wallboard support requires no 
additional software or activation key and can be connected to any PC with 
an available serial communications port running ACD Viewer. One copy of 
ACD Viewer can support a network of one (1) to 128 wallboards.
Information Displayed
By default all items are displayed on the Wallboard. However, each display 
item can be turned off separately for each Wallboard. Wallboards display the 
following information for selected ACD Groups:
•Date
• Time
• ACD Group Name
• Number of Calls Waiting
• Duration of the Longest Call Waiting.
• Number of Agents Logged-In
• Number of Agents Available
• Number of Agents Unavailable
• Number of Agents Busy (ACD Call, PBX Call, or After Call Work Time 
[Wrap-Up Time])
• Delimiter Message (displays between ACD Groups or for a single group 
once per cycle)
Only the PC connected to the Wallboard by way of the serial 
communications port can change the settings of a Wallboard, or send 
messages to a Wallboard. If there are two (2) ACD Groups and two (2) 
Wallboards, consider connecting one Wallboard to each Supervisors PC. 
This allows each Supervisor to send messages to their group from their 
desktop PC. Another way to handle this is to centrally locate the PC so both  
						

							8-2 DBS 576/HD issued September 2001 576/HD-50-525
Chapter 8. Wallboards Section 525 - ACD/MIS Reference
Supervisors have access to the PC. Each wallboard can have its own address 
so a message can be sent to a specific Wallboard and not to others on the 
Wallboard network. 
Priority Text Messages
You can use Priority Messaging for motivational messages (i.e., 
Congratulations, we made the numbers!) or for informing the Group of 
current priorities (i.e., Meeting at 2:00). When a Priority Message 
displays, all other messages (including ACD information) are suspended for 
the duration of the Priority Message. 
Priority Messages may be sent to one (1) Wallboard, or several connected 
Wallboards. Priority Messages are sent to the Wallboards one time and are 
displayed for a user-defined amount of time.
Delimiter Messages
Delimiter Messages are displayed either between different ACD Group 
segments, or in the case of a single group, once per cycle. Delimiter 
Messages can also be used for motivational messages (i.e., Happy 
Birthday) or for informing the Group of current priorities (i.e., 
Promotional Sale on washing machines).  
Delimiter Messages continue until the message is turned off in ACD Viewer. 
						

							576/HD-50-525 DBS 576/HD issued September 2001 9-1
Chapter 9. Exporting Report Data
PANASONIC has verified the export function from the reports to Microsoft 
Excel 97. Due to the large number of different export formats that Seagate 
Crystal Reports and Microsoft Access support, PANASONIC has not 
attempted to verify all export format types. To verify export capabilities to a 
specific program, please contact either Seagate Software or Microsoft 
Corporation.
Seagate Crystal Reports
When you export a report to a different file format other than Seagate 
Crystal Reports format, you may lose some, or all of the formatting that 
appears in your report. The Seagate Crystal Report program attempts to 
preserve as much formatting as the export format allows. 
In a number of tests exporting report data to different formats, the data 
typically exported correctly, but the headings came out scrambled. For 
example, when exporting to MS Word the headings tend to be scrambled 
while the body of the data is intact. 
The majority of PANASONIC customers express a desire to export to MS 
Excel, so the report templates are set up to export specifically to MS Excel 
97. If you need to export to both MS Word and MS Excel, the Seagate 
Crystal Report templates can be copied, renamed, and modified as needed, 
and then saved.
The report templates are written in Seagate Crystal Reports version 6.0. The 
export feature is a function of Seagate Crystal Reports. If you wish to 
modify the report templates so that the data and headings export to a specific 
application you will need to purchase a copy of Seagate Crystal Reports. 
						

							9-2 DBS 576/HD issued September 2001 576/HD-50-525
Chapter 9. Exporting Report Data Section 525 - ACD/MIS Reference
Microsoft Access
The MIS Server master databases and the temporary report databases 
created by ACD Viewer Report Manager are Microsoft DAO and can be 
opened and manipulated with Microsofts Access 97. 
The following are data formats Microsoft Access can export to
:
• Application/Version or format supported
• Microsoft FoxPro 2.x, and 3.0
• DBASE III, III+, IV, and 5
• Paradox 3.x, 4.x, and 5.0
• Microsoft Excel 3.0, 4.0, 5.0, 7.0/95, and 8.0/97
• Lotus 1-2-3 .wk1 and .wk3 formats
• Delimited text files Windows (ANSI) and DOS (PC-8)
• Fixed-width text files Windows (ANSI) and DOS (PC-8)
• HTML and IDC/HTX 1.1 (if a list) 2.0, 3.x (if a table or list)
• Programs and databases that support the ODBC protocol
For a list of supported ODBC drivers, search the Microsoft Knowledge Base 
for article number Q140548, List of ODBC Drivers Installed by Product
.  
For the Microsoft Access Knowledge Base or other online technical 
resources, search on the World Wide Web, under Microsoft.
Note:The Lotus 1-2-3 and Paradox drivers are not included in Microsoft 
Access Setup, but are available through the Office 97 Value Pack.  
						

							576/HD-50-525 DBS 576/HD issued September 2001 10-1
Chapter 10. Troubleshooting
ACD Viewer Error Messages
Error Message Possible Causes
Disconnected From 
Server MIS Server is no longer running
On the Windows NT Host PC for the MIS Server application ver-
ify that the MIS Server application is Running.
1. Start \ Settings \Control Panel  Services
2. MIS Server Status should be Started
Disconnected From 
ServerSoftware Protection Key was added to the ACD Viewer Host PC without
rebooting
Symptom: After the ACD Viewer password is entered, the appli-
cation fails to connect to the MIS Server. After several seconds 
an error message appears “Disconnected From the Server.”
After installing ACD Viewer and the Software protection device 
on the parallel port, the Host PC must be restarted.
Failed to Connect to 
Server XXXXX (11001)Client PC not configured as a Client for Microsoft Networks
Add Client for Microsoft Networks to Configuration:
Start \Settings  Control Panel \Network ICON \Configuration 
TAB \ADD \Client \Microsoft  Client for Microsoft Networks
Failed to Connect to 
Server XXXXX (11001)Incorrect Server Name:
Verify that the Server Name matches in both the ACD Viewer 
Client and the MIS Server Host PC.
Verify ACD Viewer Client:
1. Check in ACD Viewer \ Configuration \ MIS \ Server (tab)  
Server Name
2. Verify the Computer Name on the Windows NT Host PC that 
contains the MIS Server application.
3. Start \ Settings \ Control Panel  Network ICON \ Identification 
TAB \ Computer Name
Failed to Connect to Server 
XXXXX (10050)
Contact PanasonicNet Down 
(Windows Sockets definitions of regular Berkeley error constants)
Note that this error occurs rarely since a WinSock implementa-
tion cannot reliably detect hardware problems. This error is used 
as a the catch-all. When it occurs, it could indicate a serious fail-
ure of your network system (i.e. the protocol stack that the Win-
Sock DLL runs over).
Check your WinSock, protocol stack, network driver and network 
interface card configuration. 
						

							10-2 DBS 576/HD issued September 2001 576/HD-50-525
Chapter 10. Troubleshooting Section 525 - ACD/MIS Reference
Failed to Connect to 
Server XXXXX (10061)Mismatched Port Number:
Verify that the Port Number matches in both the ACD Viewer Cli-
ent and the MIS Server Host PC. Default Port Number for both 
ACD Viewer and the MIS Server application is 1775.
Verify ACD Viewer Client:
1. Check in ACD Viewer \ Configuration \ MIS \ Server (tab)  
Port Number
2. Verify the Port Number on the Windows NT Host PC that 
contains the MIS Server application.
3. Start \ Settings  Control Panel  MIS Server ICON  MIS TAB 
 Port Number
Failed to Connect to 
Server XXXXXX (10061)MIS Server application is not running on Windows NT Host PC.
On the Windows NT Host PC for the MIS Server application ver-
ify that the MIS Server application is Running:
Start \ Settings \Control Panel  Services
MIS Server Status should be Started
Failed to Connect to 
Server XXXXXX (11001) 
followed by a (10061) on 
the second attemptMIS Server application is not Ready on Windows NT Host PC.
If you recently restarted the Windows NT Host PC on a slow PC 
you may have to wait a few minutes until all the devices and ser-
vices are started on the Host.
Group Database… Error 
(3024)Windows NT Host PC Name Is an invalid Internet name. The 
name too long or has spaces.
i.e.: ACD MIS Server change computer name to ACDMIS
Group Database… Error 
(3051)ACD Viewer Client PC did not log into the network?
Group Database… Error 
(3055) Windows NT Host PC Name Is an invalid Internet name. The 
name too long or has spaces.
i.e.: ACD MIS Server change computer name to ACDMIS
Error Message Possible Causes 
						

							Section 525 - ACD/MIS Reference Chapter 10. Troubleshooting
576/HD-50-525 DBS 576/HD issued September 2001  10-3
Group Database… Error 
(3044)Windows NT MIS Server Host PC, Mserver Folder is not shared 
or has the wrong share name.
1. On the Windows NT Host, use Windows NT Explorer to find:
2. Program Files \ SMD \ Mserver folder
3. Right Click the Mserver Folder
4. Select Properties
5. Select the Sharing Tab
6. Select Shared As
7. Enter Share Name as: MIS_server_DB
Group Database… Error 
3044Client PC not configured as a Client for Microsoft Networks
Network Client is configured for Microsoft Family Logon
Add Client for Microsoft Networks to Configuration:
Start \Settings  Control Panel \Network ICON \Configuration 
TAB \ADD \Client \ Microsoft  Client for Microsoft Networks
Group Database… Error 
3051ACD Viewer Client PC’s Network Login Name and Password 
must be added as a User on the Windows NT host that contains 
the MIS Server application. The user need not be a member of 
any group (Users, Administrators….) and does not require any 
other User Rights.
Invalid Password Password does not match any User Name \ Password combina-
tion configured in ACD Viewer. Login Names and passwords are 
Upper and Lower case sensitive.
Login in to ACD Viewer with User Name: Administrator and User 
Password: Administrator. Reenter the password that caused the 
error.
(ACD Viewer Menu  Configure  Users \ Edit)
Invalid User Name   User Name does not match any User Names configured in ACD 
Viewer.
Login Names and passwords are Upper and Lower case sensi-
tive.
Login in to ACD Viewer with User Name: Administrator and User 
Password: Administrator. Verify the spelling of the User name 
that caused the error.
(ACD Viewer Menu  Configure  Users \ Edit)
Max Clients Connected Agent View Software Protection Key is missing from Windows 
NT MIS Server application Host PC.
Install optional Agent View software protection key.
Report Manager is 
Grayed out on the ACD 
Viewer File MenuWindows NT Host PC Name has an invalid Internet name. The 
name too long or it has spaces in the name.
i.e.: ACD MIS Server change computer name to ACDMIS
Error Message Possible Causes 
						

							10-4 DBS 576/HD issued September 2001 576/HD-50-525
Chapter 10. Troubleshooting Section 525 - ACD/MIS Reference
Report Manager is 
Grayed out on the ACD 
Viewer File MenuACD Viewer Client PC’s Network Name and Password must be 
added as a User on the Windows NT host that contains the MIS 
Server application. The user need not be a member of any group 
(Users, Administrators….) and does not require any other User 
Rights.
Report Manager is 
Grayed out on the ACD 
Viewer File MenuWindows NT MIS Server Host PC, Mserver Folder is not shared 
or has the wrong share name.
1. On the Windows NT Host, use Windows NT Explorer to find: 
Program Files \ SMD \ Mserver folder
2. Right Click the Mserver Folder
3. Select Properties
4. Select the Sharing Tab
5. Select Shared As
6. Enter Share Name as: MIS_server_DB
Error Message Possible Causes