Panasonic DBS 576 Section 300 Manuale utente

DBS 576 - Version 5.0

issued September 2001

ACD/MIS Version 2.52

Issued July 2001

Panasonic

(Also supports DBS 576HD)

Section 525

ACD/MIS

Reference Manual

Automatic Call Distribution (ACD)

Management Information Systems (MIS)

The contents of this document are subject to change without notice

and do not constitute a commitment on the part of Panasonic

Telecommunication Systems Company (PTSC). Every effort has been

made to ensure the accuracy of this document. However, due to

ongoing product improvements and revisions, PTSC cannot guarantee

the accuracy of printed material after the date of publication, nor can it

accept responsibility for errors or omissions. PTSC will update and

revise this document as needed.

The software and hardware described in this document may be used or

copied only in accordance with the terms of the license pertaining to

said software or hardware.

ACD Viewer, Report Manager, Agent View, and MIS Server are trademarks of SMD.

pcAnywhere is a registered trademark of Symantec Corporation

Windows, Windows NT Workstation, Windows NT Server, and Access 97 are trademarks of Microsoft Corporation.

Seagate Crystal Reports is a trademark of Seagate Corporation.

Panasonic is a registered trademark of Matsushita Communications Industrial Corp. of America.

576/HD-50-525 DBS 576/HD issued September 2001 TOC-3

Table of Contents

Overview

ACD & Management Information System........................................................... OV-1

MIS Server Application ............................................................................................ OV-3

ACD Viewer ............................................................................................................. OV-3

Report Manager ........................................................................................................ OV-3

Agent View ............................................................................................................... OV-3

Wallboards ................................................................................................................ OV-4

ACD Configuration Options.................................................................................... OV-4

How ACD Can Benefit Customers ........................................................................ OV-5

Major ACD Functions............................................................................................... OV-6

Agent Features............................................................................................................ OV-9

Supervisor Features ................................................................................................... OV-11

Reports.......................................................................................................................... OV-16

ACD Standard Specifications.................................................................................. OV-17

Chapter 1. System Configuration

Basic System Layout................................................................................................. 1-1

Cabling Considerations............................................................................................. 1-1

Stand-alone Configuration ....................................................................................... 1-2

Network Configuration ............................................................................................. 1-2

Network Installation............................................................................................ 1-3

Windows NT™ Concurrent Connection Licenses .................................................... 1-3

Chapter 2. System Requirements

ACD Viewer................................................................................................................ 2-1

Agent View.................................................................................................................. 2-2

Section 525 - ACD/MIS Reference

TOC-4 DBS 576/HD issued September 2001 576/HD-50-525

MIS Server................................................................................................................... 2-2

Chapter 3. Installation

Installation Overview ................................................................................................ 3-1

Before You Begin ..................................................................................................... 3-1

Overview of Steps..................................................................................................... 3-1

Preparing the Windows NT Host PC..................................................................... 3-2

Verifying Windows NT Network Settings ................................................................ 3-2

Setting Up User Profiles on the Windows NT Host PC ............................................ 3-3

Installing the MIS Server Software........................................................................ 3-3

Before You Begin ..................................................................................................... 3-3

Step 1: Installing the Microsoft DAO Software ........................................................ 3-3

Step 2: Installing the MIS Server Software ............................................................... 3-4

Installing the ACD Viewer Software..................................................................... 3-5

Before You Begin ..................................................................................................... 3-5

Steps to Take............................................................................................................. 3-5

Starting ACD Viewer................................................................................................ 3-6

Installing the Agent View Software....................................................................... 3-6

Accessing MIS Server Settings After Installation .............................................. 3-7

Viewing or Changing the MIS Server Configuration ................................................ 3-7

Verifying that the MIS Server is Running................................................................. 3-7

Viewing or Changing the MIS Server Configuration ................................................ 3-7

Accessing Windows NT Service Settings ................................................................. 3-7

Uninstalling the MIS Server Software .................................................................. 3-8

Stopping the MIS Server........................................................................................... 3-8

Uninstalling MIS Server ........................................................................................... 3-8

Uninstalling the ACD Viewer Software ............................................................... 3-9

Chapter 4. ACD Viewer System Components

Starter Kit..................................................................................................................... 4-1

ACD Viewer ............................................................................................................. 4-1

Report Manager ........................................................................................................ 4-1

Section 525 - ACD/MIS Reference

576/HD-50-525 DBS 576/HD issued September 2001 TOC-5

Agent View ............................................................................................................... 4-2

Wallboards ................................................................................................................ 4-2

Chapter 5. ACD Viewer

Overview................................................................................................................... 5-1

Information Displayed .............................................................................................. 5-1

Main View ................................................................................................................ 5-1

Alarms ...................................................................................................................... 5-2

Group Detail View.................................................................................................... 5-4

Remote Access.......................................................................................................... 5-4

Chapter 6. Report Manager

Overview................................................................................................................... 6-1

Agent Call Summary Report..................................................................................... 6-2

Agent Time Summary Report ................................................................................... 6-3

Queue Average Report.............................................................................................. 6-4

Queue Count Report.................................................................................................. 6-5

Queue Count Graph Report....................................................................................... 6-6

Incoming Call Duration Spectrum Report................................................................. 6-7

Lost Call Spectrum Report........................................................................................ 6-8

Delayed Call Spectrum Report.................................................................................. 6-9

Trunk Report............................................................................................................. 6-10

Work Unit Report ..................................................................................................... 6-11

Work Unit Agent Report........................................................................................... 6-12

Chapter 7. Agent View

Overview................................................................................................................... 7-1

Information Displayed .............................................................................................. 7-1

Button-View (Agent View)....................................................................................... 7-2

Chapter 8. Wallboards

Overview................................................................................................................... 8-1

Section 525 - ACD/MIS Reference

TOC-6 DBS 576/HD issued September 2001 576/HD-50-525

Information Displayed .............................................................................................. 8-1

Priority Text Messages.............................................................................................. 8-2

Delimiter Messages................................................................................................... 8-2

Chapter 9. Exporting Report Data

Seagate Crystal Reports............................................................................................ 9-1

Microsoft Access........................................................................................................ 9-2

Chapter 10. Troubleshooting

ACD Viewer Error Messages.................................................................................... 10-1

576/HD-50-525 DBS 576/HD issued September 2001 OV-1

Overview

ACD & Management Information System

Panasonic's Call Center products are focused on cost-effective solutions that

grow incrementally to meet the changing needs of a business. Whether ACD

Viewer is installed in a stand-alone configuration or in a network

configuration, the real time displays provide information about current Call

Center workload (incoming calls) and resources (ACD Agents). Historical

reports provide essential information used to evaluate trends, performance,

and results.

Figure 1 depicts the DBS576/HD Automatic Call Distribution (ACD) &

Management Information System (MIS).

OV-2 DBS 576/HD issued September 2001 576/HD-50-525

Overview Section 525 - ACD/MIS Reference

Figure 1. DBS576/HD ACD & MIS

ACD/MIS Port

DBS 576/576HD

TCP\IP

Wallboards are connected directly to a PC

running ACD Viewer. One copy of ACD

Viewer can support up to 128 wallboards.

Wallboards can display information for one

ACD Group or be setup to display information

for any number of ACD groups.

Agent View is a client that runs on individual

Agent PC’s. Agent View runs on MS Windows

95, Windows 98, or Windows NT.

ACD Viewer is a client that runs on the

Supervisors PC. ACD Viewer runs on MS

Windows 95, Windows 98, or Windows NT.

MIS Server software and the Report Database

require a Windows NT Workstation or Windows

NT Server running TCP\IP.

The MIS Server software collects and organizes

ACD events from the DBS 576/576HD and

distributes the data via TCP\IP across the network

to ACD Viewer clients, Agent View clients, and

Wallboards. ACD events are also stored in the

Report Database that is used by the Report

Manager in ACD Viewer.

Section 525 - ACD/MIS Reference Overview

576/HD-50-525 DBS 576/HD issued September 2001 OV-3

MIS Server Application

The MIS Sever application has 3 general functions. First, it is responsible

for maintaining communications with the phone system. Secondly, it

receives and organizes real-time data that is broadcast via TCP\IP to ACD

Viewer and Agent View clients. And finally the MIS Server application

collects, sorts and stores call center records for historical reporting.

ACD Viewer

ACD Viewer is for Managers and Supervisors that need "real time"

information to oversee daily operations. An overview of all ACD Groups,

Agents and Alarm statuses are provided in one easy to use display. Another

display provides detailed information about one ACD group including

individual Agent states (ACD Call, Unavailable…) and duration of the

current activity.

Report Manager

Report Manager is a component of ACD Viewer that provides the

Supervisor or Administrator of an ACD group(s) access to statistical and

historical data from their desktop PC. Report Manager enables the

Supervisor to schedule reports that run automatically on a daily, weekly,

monthly, or yearly interval.

To make analysis and manipulation of the data easier, reports are exportable

to other applications (MS Excel™, MS Word™…). Additionally, the

Microsoft DAO™ database can be accessed using tools such as Seagate

Crystal Reports™ or Microsoft's Access™. Dealers or Customers that have

qualified personnel on staff can write custom reports or modify the existing

Seagate Crystal Reports. (See Chapter 3, Overview for more details on

exporting data.)

Agent View

Agent View provides an alternative method to deliver critical Call Center

data to front line and management personnel in a small, unobtrusive format

that's easy to understand. Agent View functions as a Software-Wallboard

application. However, Agent View is also used for lead personnel (sub-

Supervisors) and management personnel that wish to monitor ACD

activities but don't require all the detail of ACD Viewer.

Agent View addresses three specific areas. First, Agent View provides more

Call Center information than an Agent's display telephone. Second, the

information is displayed continuously throughout the duration of a call.

OV-4 DBS 576/HD issued September 2001 576/HD-50-525

Overview Section 525 - ACD/MIS Reference

Finally, Agent View provides a method to deliver Call Center information

where wallboards are ineffective. For instance, personnel are in individual

offices, cubical walls are too high, or the customer doesn't want sensitive

Call Center information displayed in a public area.

Wallboards

Wallboards are an effective method to provide Agents and other interested

personnel with real-time Call Center information. Items that exceed preset

alarm conditions are displayed and may be accompanied by an audible

alarm. Text messages can be sent to the wallboard on a periodic basis or as a

one-time priority message.

ACD Configuration Options

Panasonic offers several configuration choices depending on your ACD

requirements. For example, the Standard ACD package consists of two (2)

cards installed directly into the DBS 576 or HD cabinet and provides a host

of basic ACD functionality to distribute and report incoming call traffic

(Figure 1). However, you can expand and enhance the ACD functionality by

adding our MIS (Management Information System) package along with the

standard ACD card. The MIS package is software that can be loaded into a

stand alone Server on a LAN, or loaded directly into an existing Server.

This expanded MIS package delivers a variety of ACD tools for more

sophisticated call center environments.

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