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
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.
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.
Setting
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.
1, and [35], to group 2, and [36], to group 3. The following explanation,
therefore, shows group 1/group 2/ group 3 settings.
Program Address 3401/3501/3601: Agent search method
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.
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.
following the last talking status.
Note: For both 1&2, only ACD calls will be counted as busy time or busy
status.
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).
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).
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.
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.
GROUP SETTING
GROUP1
→
GROUP2
→
GROUP3
→
CUSTOMIZE MENU
→
3401:1
GROUP 1
1:LEAST BUSY
2:LONGEST IDLE
CUSTOMIZE MENU
→