Panasonic KX-NCV200 User manual

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Table of Contents
1. Product Overview......................................................................................................................... 3
1.1. What is ACD Report Server................................................................................................. 3
1.2. Components of ACD Report Server................................................................................... 3
1.3. System Configuration.......................................................................................................... 4
1.4. User Benefits........................................................................................................................4
2. Installation .................................................................................................................................... 5
2.1. ACD Report Client................................................................................................................ 5
2.1.1. Host Requirements........................................................................................................5
2.1.2. Installation Procedure................................................................................................... 6
2.2. ACD Report Server............................................................................................................... 9
2.2.1. Connecting the PBX to the LAN...................................................................................9
2.2.2. Configuring the IP for Voice Processing System/ ACD Report Server....................9
2.2.3. Start the ACD Report server Client application ......................................................... 9
2.2.4. Connect the ACD Report Server to the PBX............................................................. 10
2.3. PBX Settings.......................................................................................................................12
2.3.1. How to configure the CTI Link Card.......................................................................... 12
2.3.2. How to Configure ICD Groups ...................................................................................12
2.3.3. How to Configure CO lines.........................................................................................13
2.3.4. How to Configure Extension Lines............................................................................ 13
2.4. Voice Mail Settings.............................................................................................................13
2.5. limitation for PDN/SDN feature......................................................................................... 13
3. Utilization of Counters and Reports.........................................................................................14
3.1. Customizing Counters....................................................................................................... 14
3.2. Creating Reports................................................................................................................17
3.3. Other Useful Features........................................................................................................ 20
4. Guidelines for Operation........................................................................................................... 22
4.1. Client Connection to the Server.......................................................................................22
4.2. Database Backup ...............................................................................................................22
4.2.1. Client Database Backup.............................................................................................. 22
4.2.2. Server Database Backup ............................................................................................ 22
5. Known Issues and Limitations.................................................................................................23
5.1. General................................................................................................................................23
5.2. ACD Report Client Installation..........................................................................................23
5.3. Customer Data and Agents Data ......................................................................................23
5.4. ACD Monitor .......................................................................................................................23
5.5. Performance Graphs..........................................................................................................23
5.6. ACD Reports.......................................................................................................................24
5.7. Call Log...............................................................................................................................24
5.8. Agent Log............................................................................................................................24
5.9. Others.................................................................................................................................. 24
6. Frequently Asked Questions ....................................................................................................26

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1. Product Overview
1.1. What is ACD Report Server
KX-NCV200 has two main features, one is ACD Report Server the other is Voice Mail.
ACD Report Server is an end user call management tool that provides:
•Real-time Call Monitoring
•Powerful Reporting
•Call Logging
Voice Mail features are the same as TVM200.
1.2. Components of ACD Report Server
ACD Report Server system consists of the KX-NCV200, client application and KX-TDA100/200/600
PBX. The client application is stored on the CDROM enclosed with the NCV200 package.
You can get updated server and clientside applications from the B2B site.If you are not sure of how
to do this, please contact your dealer.
TDA100/200/600 NCV200 Client Application
LAN LAN
Enclosed CDROM
DPT lines

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1.3. System Configuration
ACD Report Server consists of the following components:
•KX-TDA100,200,600 + CTI_LINK card
•KX- NCV200 (ACD Report Server + Voice Processing System)
•ACD Report Client (PC)
1.4. User Benefits
•Visualization of the number of calls, the percentage of answered calls and agent status
•Optimization of the number of agents and CO lines
•Reduce Call Center Management costs
ACD Report Client
KX-NCV200
(ACD Report Server
+ Voice Mail System)
PBX
LAN
Agent-C
Agent-A
Agent-B
Telephone Company
ACD Report
Performance Graphs
ACD Monitor

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2. Installation
2.1. ACD Report Client
2.1.1. Host Requirements
Minimum requirements for ACD Client Application Windows host:
 Operating System –Microsoft Windows 2000 Professional (Service Pack 4 and later), Windows XP
Professional (Service Pack 2), Windows XP Home Edition (Service Pack2)
 CPU –Celeron at 1 GHz
 RAM –256 MB
 HDD –2 GB free disk space
 VIDEO –1024x768
 LAN –10Base-T
Recommended requirements for ACD Client Application Windows host:
 Operating System –Windows XP Professional (Service Pack 2),Windows XP Home Edition (Service Pack2)
 CPU –Pentium IV at 1.6 GHz or greater
 RAM –512M or greater
 HDD –5GB free disk space
 VIDEO –1280x1024
 LAN –10Base-T or greater

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2.1.2. Installation Procedure
To install the ACD Report server Client application
1. Double-click theACD_Report_Server.exe ontheinstallationCDto starttheACDClient Application.Wait
for the ACD Report Server Install Shield Wizard to launch.
2. The ACD Report Server Install Shield Wizard is displayed

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3. Click the Next button. The License Agreement screen will appear
4. Read the License Agreement and if you agree, click on the Yes button
5. The Destination Folder screen appears
6. Choose the path you want the ACD Report server Client application to be installed (the default path is
C:\Program Files\Panasonic\ACD Report Server)

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7. Click the Next button. The wizard starts to install the ACD Client Application components
8. Wait until the wizard informs you that the installation is completed
9. Click on the Finish button to close the install wizard
10. You now have the application installed on your computer and ready for use.

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2.2. ACD Report Server
2.2.1. Connecting the PBX to the LAN
Set the IP address for the PBX. Refer to the Installation Manual of the PBX for the procedure.
2.2.2. Configuring the IP for Voice Processing System/ ACD Report Server
Refer to the Installation Manual of Voice Processing System for how to connect KX-NCV200 and PC.
1. Use the KX-TVM/NCV Maintenance console go to Utility> LAN Settings
2. Enable “Use the following IP address”and fill in the necessary information
3. Click on the OK button.
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2.2.3. Start the ACD Report server Client application
1. Run the ACDReport server Client application from Start -> Programs -> Panasonic -> ACDReport Server
-> ACD Report Client. The ACD Report Server Log In dialog will be displayed

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2. Enter the Password and click OK. The ACD Report Server main window is displayed. The default
Password is 1234.
Note that you can change the server location at every login by clicking on the Server Location button, before
specifying the password. Inside the Server Location window specify theserver address and port number of the
Voice Processing System.
2.2.4. Connect the ACD Report Server to the PBX
Before using the ACD report Server you need to connect theACD Report Server to the PBX. Follow the steps
below:
1. Start the ACD Report Server. At first, the ACD Report Server is not connected to the PBX. Go to
Configuration> Configuration Settings. The default password is 1234. From Current System State the
PBX Connection field is Disconnected.

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2. Type the IP Address of the PBX in the corresponding field and click on the Apply settings button.
3. The ACD Report server Client application will restart
4. Open the ACD Report server Client application and go to Configuration> Configuration Settings. The
default password is 1234. From Current System State the PBX Connection field should by Connected
indicating that the ACD Report Server application is connected to the PBX.
NOTE: The default port is 10001 for Server Connection, and 33333 for PBX Connection.

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2.3. PBX Settings
2.3.1. How to configure the CTI Link Card
You need to set up the CTI_LINK card to connect with the NCV200.
1. Insert CTI_LINK card to PBX
2. Open ‘Card Property’of CTI_LINK card from 1. Configuration > 1. Slot > CTI-LINK Card.
3. Configure the IP settings from the ‘Card Property’window.
2.3.2. How to Configure ICD Groups
NCV200 assumes that all the extensions belong to groups. Please ensure all extensions belong to an ICD Group.
You can configure ICD Groups as follows.
1. Configure ICD Group settings on 3. Group > 5. Incoming Call Distribution Group > 1. Group Settings.
2. To add member extensions, click on the Member List button.
Important notice : Please put all extensions in an ICD Group.

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2.3.3. How to Configure CO lines
The ACD Report Server countsall calls delivered to an ICD Group as ACD calls. Please configure the PBX to route
calls directly to ICD Groups.
2.3.4. How to Configure Extension Lines
Every extension has to belong to an ICD Group(s).
Note
a. Extensions thatdonot expectACD calls,suchas asupervisor’sextension,must alsobelongtoanICD Group.
Place the supervisors extension in a different ICD Group from one which will be monitored.
b. You do not have to make all extensions belong to an ICD Group, however if the extension may receive a
transferred call or pick up a call, it has to belong to at least one ICD Group.
2.4. Voice Mail Settings
NCV200 synchronizes the current time with PBX via DPT-LINK. So we recommend at least one DPT-LINK
connection even if you do not use the Voice Mail function of NCV200.
2.5. limitation for PDN/SDN feature
When PDN/SDN are set to members of groups, ACD Report Server system does not show the correct information
related to PDN/SDN behavior. The following are known problems.
1. When an inbound call is delivered to ICD Group which Distribution Method is Priority or UCD, and PDN is set to
the extension to which the call is distributed, neither PDN extension nor SDN extension shows the busy state on the
tree view of ACD Monitor.
2. An inbound call is delivered to ICD Group-A. And it is transferred to ICD Group-B(UCD) due to Overflow No
Answer. When the call is distributed to PDN extension, and SDN extension answers the call, AgentID of Call Log –
Agent Based does not show correct information.
3. In NCV Agent mode, when an inbound call is delivered to PDN extension and SDN extension answers the call,

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AgentID of Call Log –Agent Based does not show correct information.
4. When an outgoingcall is transferred to PDN extension, the call icondisappears from every agent on the tree view
of ACD monitor.
3. Utilization of Counters and Reports
This chapter provides a simple example of utilizing ACD Reports.
3.1. Customizing Counters
Cumulative counter - Incoming ACD Calls and Cumulative counter - Lost ACD Calls provide very useful
information for most of call centers.
The following steps show how to add these counters to the ACD Monitor view.
Step 1 Open ACD Monitor view
Startup ACD Report Client. Then open ACD Monitor view.

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Step 2 Make a new counter pane
Make a copy of a counter pane displayed onACD monitor view by pressing located in the upper-right corner of
the counter pane. A new pane is then created behind the original counter pane.
You can see the new pane by dragging the original counter pane.
New pane is behind
the original pane.
New pane

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Step 3 Change counter on the new pane to Incoming ACD Calls
Counter selection dialog is shown by pressing located upper-right corner of the pane.
Select Incoming ACD Calls under Cumulative Counters and press OK.
Then selected counter is shown on the new pane.

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You can add Lost ACD Calls by following the same steps as above.
3.2. Creating Reports
You can create a report based on the counters added above by following the steps below.
Step 1 Open ACD Reports view
Open Views –ACD –ACD Reports from icon on the left side pane.

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Step 2 Creating Report
Select Group Report and press Create Report button.
(If you want to set more detail settings, you can set Report Properties shown by pressing Show Report Properties
button.)

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Created report is shown below.
Total value of Incoming ACD Calls counter and Lost ACD Calls counter counted from ICD Group 001 and ICD
Group 002 are shown on the report (as seen on the ACD Monitor view).

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3.3. Other Useful Features
Using the scheduling function, you can send the reports to a specified E-mail Address.
Shown below is an example of the scheduling function setting, which sends a System Report to
[e-mail] at 6:00PM every day.
(1) Select System Report.
(2) Select Schedule Options. In this example, select Daily at time, then input 6:00PM.
(3) Check Send report to mail, then input the E-mail Address to which you want to send the report.
In this example, input manage[email protected].
(4) Clicked on Add To Schedule button to register this schedule.
The registered schedule is shown in the area labeled (5) on the figure above.
Using the scheduling function, you can export reports with a specified format such as Acrobat Format(.pdf),
Microsoft Word Document(.doc) or Rich Text Format(.rtf) to a specified folder .
Shown below is an example of the scheduling function which exports an Agent Report as WeekReport.pdf to the
specified folder at 12:00AM every Saturday.
(1)
(2)
(3)
(4)
(5)