Panasonic S-ICX Manual

Section 700 - Operation

Chapter 3. System Features

S-ICX-50-700

S-ICX (International) issued October 2000

 23

•   Private network attendant calls
•   Call reversion
•   Call forwarded to Attendant Hunt Group

The System provides an optional Automatic Call Distributor (ACD) for efficient presentation, 
handling, and management of incoming calls to one or more groups of specialized users. 

This optional Built-in ACD is contained on a single circuit card that is installed in the System. This 
“built-in” capability eliminates the need for custom wiring and other installation.

Each specialized user is known as an ACD agent. Each agent position is equipped with a large display 
telephone (VB-44225/VB-D411LDSUK) that provides Liquid Crystal Display (LCD) messages to 
assist the agent in handling calls.

The Built-in ACD provides:

•

Up to 3 agent groups (ACD Version 3.0 and higher) 

•

Up to 2 agent groups (ACD Version below 3.0)

•

Up to 32 agent IDs per group

•

Up to 64 agent IDs per system (ACD Version 2.0 and higher)

•

Up to 32 agents

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Up to 6 supervisor IDs per system (ACD Version 3.0 and higher)

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Up to 2 supervisor IDs per system (ACD Version below 3.0)

•

Up to 4 voice ports per group

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Up to 4 voice ports per system

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1 Music-On-Hold (MOH) source (Main System MOH source)

•

1 Management Information System (MIS) Monitor Port (RS-232C)

•

Abandoned Call Report counter available with MIS reports (This is not the same as the 
Abandoned Call Timer added to the Station Message Detail Recorder [SMDR] reports.)

•

2-week memory for MIS reports

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Up to 6 recorded messages (flexible length, max. 96 sec. per system) (ACD Version 3.0 and 
higher)

•

In Version 4.5 and higher, the Silent Monitor feature has been added. This feature allows an 
ACD supervisor to monitor a call between an ACD agent and a caller without the knowledge 
of either party. For more information, See “Silent Monitor” on page 185, Section 400 - 
Programming, and Section 520 - Built-In ACD Reference Manual.

•

In addition to MOH, ACD Version 4.5 provides up to eight analog extension ports that can be 
connected to a recorded announcement device. See Section 520 - Built-In ACD Reference 
Manual.

•

Up to 6 recorded messages (max. 14 sec. per message) (ACD Version below 3.0)

•

Zip Tone, which automatically answers calls when an agent is using the Headset mode 

•

Wrap Mode which allows an agent to complete any paperwork before becoming available to 
take another call.