Panasonic ICX Manual

ICX-40-200

ICX (International) issued December 1999

 77

Section  200  -  General  Description         

Chapter 5 - Special Applications      

Analog station ports can generate a positive disconnect (open loop) to devices that are attached 
to them upon hang-up.

•

  Sending this signal allows quick disconnection from third-party Voice Mail or similar 

devices.

ACD provides efficient presentation, handling, and management of incoming calls for phone systems 
that experience heavy call traffic. Calls can be evenly (or fairly) distributed to different groups of 
specialized users, called “agents.” And call traffic data can be sent to a PC computer or printer 
through the ICX’s RS232C serial port.

Panasonic’s Built-In ACD offers low-cost, easy installation, programming, and operation of ACD 
functionality. Some of the strong points of this product are:

❑ One-vendor solution. There is only one place you have to call - Panasonic - to support and 

service your ACD. Saves time and eliminates miscommunication.

❑ Easy installation. This is a card-type product. All you have to do is insert the unit into the ICX 

cabinet, and enter a few program settings for it. You don’t need to wire any cable or install any 
awkward, extra equipment.

❑ Simple operation. Agents can use our Large-LCD phones to handle calls efficiently. Agent 

features can be performed simply by following the prompts displayed on the LCD.

❑ Easy programming and flexibility. Use a Large-LCD phone to enter the ICX programming 

mode, and go to one area of settings specifically for ACD. No special equipment or complicated 
programming is required.

❑ Powerful ACD functionality. Incoming calls can be routed to the first available agent, or 

transferred to Voice Mail. Supervisors can instantly access the current status of all agents. MIS 
reports can be generated.

The ACD software can be designed to efficiently handle incoming calls to a group of phones, 
especially when the entire group is busy. At this point, the caller will be directed to a recording 
asking the caller to hold, then sent to a Music-On-Hold source until an agent becomes available.

These processing steps are totally flexible and can be changed easily by the supervisor at any 
time. Utilizing the Large-Screen Display phone, the supervisor can edit the existing script and 
change the routing. For example, perhaps the office is closed as a result of weather conditions. 
At this point, the supervisor can edit the script and record a special greeting for incoming callers. 
This type of quick programmability will greatly increase customer satisfaction.

❑ Reporting. Of course, reports are crucial for the group’s activities. These reports can give you 

enough information to make intelligent staffing decisions. Unlike most of the competition, the ICX 
ACD system comes complete with reporting capabilities standard! Choose from individual agent 
activity by week, day, etc., or choose an entire group.

❑ Silent Monitoring. ACD supervisors can monitor calls between ACD agents and callers without 

the knowledge of either party.