Panasonic DBS 576 Section 300 User manual

DBS 576 - Version 5.0
issued September 2001
ACD/MIS Version 2.52
Issued July 2001
Panasonic
a
(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.
© 2001 by Panasonic Telecommunication Systems Company (PTSC)
All rights reserved.
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.

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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

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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

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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

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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

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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).

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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
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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.

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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.