Panasonic ICX Manual

Section 521

Built-In ACD Supervisor Guide

34

ICX (International)  issued December 1999

ICX-40-521 (ACD 4.0)

2.  From [GROUP SETTING] screen, use soft keys to select the 

agent group to be set.
Agent group 1: soft key 1 or 6
Agent group 2: soft key 2 or 7
Agent group 3: soft key 3 or 8

3.  First setting (3401) for the selected group is displayed. Enter a set 

value, then press the HOLD key to validate setting. Every time 
the HOLD key is pressed without set values specified, the next 
setting item is displayed. Press FL/R key to return to the previous 
setting.

4.  To return to [CUSTOMIZE MENU] screen, press the soft key 5 

or 10.

If the first two digits of a setting number is [34], the setting pertains to group 
1, and [35], to group 2, and [36], to group 3. The following explanation, 
therefore, shows group 1/group 2/ group 3 settings.

Set the agent search method. Select either of the following:

1: LEAST BUSY FIRST setting. This mode first selects the agent 

whose busy rate (total busy time/total Login time) is the lowest 
in the group for the day.

2: NEXT AVAILABLE FIRST setting. This mode selects the 

agent which is placed in idle status for the longest duration 
following the last talking status.

Note: For both 1&2, only ACD calls will be counted as busy time or busy 
status.

Program Address 4101-4104: ACD Call Handling Program
Commands are used to set any call distribution operation to ACD Call 
Handling Program numbers (4101 to 4104).

Program Address 4201-4204: Transferring Voice Mail access number
Sets the voice mail extension line number and access code corresponding to 
the transfer destination voice mail number (1 to 4).

Program Address 4301:  Message Play Option
Plays recorded messages, while the incoming ACD call is on hold.  This 
option can also be set to play a message and search for an available agent.

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