Panasonic DBS 576 Section 300 User manual

(ACD Version 4.0)
DBS 576 Version 3.6
issued October 2000

FCC Warning
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, Panasonic cannot guarantee the accuracy of printed material after
the date of publication nor can it accept responsibility for errors or omissions. Panasonic 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.
Copyright 2000 by Panasonic Telecommunication Systems Company (PTSC)
All rights reserved.
Warning: The service information is designed for experienced repair techni-
cians only and is not designed for use by the general public. It does not contain
warnings or cautions to advise non-technical individuals of potential dangers in
attempting to service a product. Products powered by electricity should be ser-
viced or repaired only by experienced professional technicians. Any attempt to
service or repair the product or products dealt with in this service information
by anyone else could result in serious injury or death.
This equipment generates, uses, and can radiate radio frequency energy, and, if not installed
and used in accordance with the instruction manual, may cause interference to radio commu-
nications. This equipment has been tested and found to comply with the limits for a Class A
digital device pursuant to Part 15 of FCC Rules, which are designed to provide reasonable
protection against such interference when operated in a commercial environment. Operation
of this equipment in a residential area is likely to cause interference, in which case the user
at his own expense will be required to take necessary measures to correct the interference.
CAUTION: When using the ACD “Silent Monitor” featurein some states
it is illegal (or civilly actionable) to monitor telephone communications
without giving prior warning to all participants. These laws do no make
the Silent Monitor feature on the telephone system illegal. Before acti-
vating this feature, please check applicable state and federal laws.

576-3.6-521 (ACD 4.0) DBS 576 (USA) issued October 2000 iii
Contents
General System Information............................................................. 1
Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1
Specifications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2
Basic Service Flow. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3
ACD Call Handling Program ............................................................................. 4
Selecting Program Processing ........................................................................... 4
Programming by Commands .............................................................................. 6
Transfer Destination Voice Number ................................................................. 11
Silent Monitor. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13
Supervisor Features............................................................................... 15
Common Operation of Supervisor Menu . . . . . . . . . . . . . . . . . . . . . . . . . . 15
Activating Supervisor Menu.............................................................................. 15
Displaying System Information......................................................................... 16
Common Operation for Supervisor Customization......................................... 17
Supervisor Customization. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17
Direct Incoming Call Setting.............................................................................. 18
Transferring Incoming Call Setting................................................................... 20
Changing Supervisor IDs and User Information Recording ID...................... 22
Registering Agent IDs........................................................................................ 23
Confirming Agent IDs......................................................................................... 25
Setting on Service Flow Details........................................................................ 26
Supervisor Monitoring . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27
Traffic Information.............................................................................................. 28
Waiting Call......................................................................................................... 29
Agent Status ....................................................................................................... 30

Section 521 Built-In ACD Supervisor Guide
iv DBS 576 (USA) issued October 2000 576-3.6-521 (ACD 4.0)
MIS Report Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31
MIS Report Outline............................................................................................. 31
MIS Report Operation......................................................................................... 34
User Information Recording . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44
Agent Features............................................................................................ 46
Log-in / Log-out. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46
Available/Unavailable . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47
Work Unit Count . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47
Zip Tone . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48
Key Assignment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 48
Index............................................................................................................. Index-1

Built-In ACD Supervisor Guide Section 521
576-3.6-521 (ACD 4.0) DBS 576 (USA) issued October 2000 1
General System Information
Configuration
The Built-In ACD System is a simple ACD system that installed in the DBS
576 System. The built-In ACD system is composed of the two circuit cards;
the ACD card and the VPU/4 card.
The system configuration is shown below. Using RS-232C port allows MIS
(Management Information System) reports to be output to a printer or PC but
not to the both simultaneously.
The DBS 576 System configured for a maximum of 576 ports can support a
maximum of two Built-In ACD systems. Note that a single-shelf (96-port)
configuration can accommodate only one ACD system.
Figure 1. ACD Configuration
Note: Standard RS232C cables cannot be used for connection. Use the
special cable included with the ACD card. For PC/printer connecting
conditions, see the ACD installation section.

Section 521 Built-In ACD Supervisor Guide
2 DBS 576 (USA) issued October 2000 576-3.6-521 (ACD 4.0)
Specifications
The following shows the major specifications of the Panasonic Built-In ACD
system (maximum).:
Table 1. Maximums per ACD System
Agent Group 3
Agent IDs/system 64
Number of Agents/system 32
Supervisor IDs/system 6
Voice port/system 4 ports are shared.
Music Port 1 Music on Hold source on the CPC is
used.
MIS Monitor Port 1 (RS232C, 9600bps)
Number of user guidance
messages 6 (Length of each message can vary,
with a total of 96 seconds recording
time available.)
MIS Reports Max, 2-week memory (updated on
Mondays)
Maximum Calls Queued 50

Built-In ACD Supervisor Guide Section 521
576-3.6-521 (ACD 4.0) DBS 576 (USA) issued October 2000 3
Basic Service Flow
The following chart shows the basic flow of ACD services.
Commands can be used to set any call distribution operation in the ACD Call
Handling Program.
At initial start-up of ACD, programming is performed automatically using
default sample programs.
Figure 2.
See
No
Setting of the ACD-tar-
geted call and ACD Call
Handling Program num-
ber is performed by pro-
gram setting 2101 to
2124 and 2201 to 2224.
• Type :CO line/pri-
vate line
• Mode :Direct incom-
ing call/trans-
ferred
incoming call
• ACD Call Handling
Program number: 1
to 4
Yes
Agent extension
line of agent group
1 or 2
Any program for the ACD
Call Handling Program
number can be set by 4101
to 4104 using commands.
Read ACD Call Han-
dling Program number
correspondingtotarget
CO line.
Call Incoming
Wait for stop of
incoming call,
then disconnect.
Perform call distribu-
tion operation accord-
ing to ACD Call
Handling Program
number.
Call built-in VM
according to specified
VM number.
ACD-targeted call?
Note
Thebuilt-inVM
corresponding
to VM number
(1 to 4) can be
set by program
setting 4201 to
4204.
Built-VM Extension line Disconnection
Note:
• If there is a transferred incoming call (incoming call type either CO line
or private line) during an extension line incoming call, this is considered
as an ACD-targeted call.

Section 521 Built-In ACD Supervisor Guide
4 DBS 576 (USA) issued October 2000 576-3.6-521 (ACD 4.0)
ACD Call Handling Program
Commands can be used to set any call distribution operation for each of the
ACD Call Handling Program numbers (4101 to 4104).
For details on the content of default sample programs, see "Chapter 2.
Programming, ACD Call Handling Program Setting."
Selecting Program Processing
You can select program processing by the FF key. The following shows the
procedure and flow of operations from entry of program numbers to selection
of program processing.
Operation
1. From [SUPERVISOR MENU] screen, press the soft key 3or 8to
select [CUSTOMIZE].
2. From [CUSTOMIZE MENU] screen, press the soft key 5or 10 to
select [CALL HANDLING].
3. From [CALL HANDLING] screen, press the soft key 1or 6to
select [PROGRAM].
4. The following screen appears. Press the soft key for desired
program number.
CUSTOMIZE MENU
LINE REGIST. →
SYSTEM ID →
AGENT ID →
GROUP SETTING →
CALL HANDLING →
CALL HANDLING
PROGRAM →
VM NUMBER →
CUSTOMIZE MENU →
CALL HANDLING
PROGRAM 1 →
PROGRAM 2 →
PROGRAM 3 →
PROGRAM 4 →
CUSTOMIZE MENU →
SUPERVISOR MENU
SYSTEM INFO →
MIS REPORT →
CUSTOMIZE →
DISP SYS INFO →

Built-In ACD Supervisor Guide Section 521
576-3.6-521 (ACD 4.0) DBS 576 (USA) issued October 2000 5
5. The List Mode screen is displayed.
This screen displays the current setup status.
The program lines currently displayed at 1st LCD are the target of
processing.
The NEXT or HOLD keys move to the next line.
The PREV or FLASH keys return to the previous line.
6. Press the
FF key to determine processing on the currently
displayed program line on the 1st LCD.
FF1 : EDIT
FF2 : INSERT
FF3 : DELETE
FF6 : ALL DELETE
The following items describe the details of subsequent processing.
Note:
• Pressing the PROG key returns to the ACD Call Handling Program
number in step 1.
Figure 3.
SEARCH 1,015,010
01:Select FFKey
SEARCH 1,020,010
PLAY 7,1
SEARCH 2,015,003
RET 02,010
PLAY 9,0
FF1
EDIT
2nd LCD display
“01: Select FF Key”
“01: Program line number”
“Select FF Key: Operation Guide”
SEARCH 1,015,010
01:Select FFKey
SEARCH 1,020,010
PLAY 7,1
SEARCH 2,015,010
RET 02,010
PLAY 9,0
HOLD
List Mode screen
NEXT/HOLD: to next line
Enter ACD Call Han-
dling Program number.
PREV/FLASH: to previous line
FF2
INSERT FF3 DELETE FF6 ALL DELETE

Section 521 Built-In ACD Supervisor Guide
6 DBS 576 (USA) issued October 2000 576-3.6-521 (ACD 4.0)
Programming by Commands
After you have determined the desired process by the FF key, you can
customize any program using the six available commands.
The following table shows a list of commands that are used:
Table 2.
No Com-
mand Parameter1 Parameter2 Parameter3 Description
1END/
DISK End/Disconnect • Ends the ACD Call Handling Program at this line.
• When there is a call agent, ends by on-hook dis-
connection of the agent that replied to the call.
2 FWD Transfer Des-
tination
Extension
Line Number
Setting 0 to
9999 (max. 4
digits)
(must be set)
No Answer
Timer 001 to
600
(seconds)
(infinitewhen
not set)
Forward EXT
• Performs an extension line tone call to the trans-
fer destination extension line specified in parame-
ter 1, and performs a transfer after responding to
the other party.
• When there is no response, the response from the
other party is waited for until the end of the no
answer timer set in parameter 2.
3 FWDVM Transfer Des-
tination VM
Number Set-
ting 1 to 4
(must be set)
No Answer
Timer 001 to
600
(seconds)
(infinitewhen
not set)
Forward VM
• Setting of the built-in VM corresponding to the
transfer destination VM number of parameter 1 is
set by programming setting 4201 to 4204.
• Performs an extension line tone call to the trans-
fer destination built-in VM specified in parameter
1, and performs a transfer after the VM response.
• When there is no response, the response from the
other party is waited for until the end of the no
answer timer set in parameter 2.
4 PLAY Guidance
Number Set-
ting
Message Play
Option
•0:Play
• 1: Play and
Search
Answer & Play Message
• Plays back specified guidance in response to a
call.
• Guidence numbers 1 to 6 are for user recording.
• Guidence numbers 7 to 9 are for fixed recording
messages. (i.e., 7 = “wait for available agent”
message, 8 = “transfer” message, and 9 = “dis-
connect” message.)
5 SEARCH Agent Group
Setting
(must be set)
Search Time
Setting 001 to
600
(seconds)
(must be set)
No Answer
Timer 001 to
600
(seconds)
(infinitewhen
not set)
Agent Search
• Performs a transfer to transferable agents within
the agent group specified in parameter 1.
• When there is no transferable agent, performs a
search until end of the search time set in parame-
ter 2.
• When the transferred agent does not respond, a
response from the other party is waited for until
the end of the no answer timer set in parameter 3,
and transfer to another Agent is moved to after
the end of the no answer timer.

Built-In ACD Supervisor Guide Section 521
576-3.6-521 (ACD 4.0) DBS 576 (USA) issued October 2000 7
Operation
The following describes operation in each of the processes.
EDIT (FF1)
This command resets the current setting of displayed program lines. Edit is
repeated from the specified program line through to the currently registered
final program line (excluding the END/DISC line).
The following screen display shows an example of selection and setting of the
SEARCH command.
1. Press
soft keys 1, 2or 3or 6, 7 or 8 for the command to be set,
and press the HOLD key.
Example: Press soft key 3to select SEARCH.
6 RET ProgramLine
Number Set-
ting 1 to 20
(max. 20
lines)
(must be set)
Count Set-
ting 1 to 255
(times)
(must be set)
Return
• Repeats the program from the line number speci-
fied in parameter 1 up to this line for the count
specified in parameter 2.
7 RAD Port # Recorded Announcement Device
• The caller hears MOH if the RAD port # is
invalid or incorrect.
• THE DBS 576 Built-in ACD must use different
RAD ports than Easy Run Courier ACD.
• RAD equipment will connect to AEC ports.
• No start or stop control method will be provided
to control the RAD equipment. RAD equipment
must be capable of operating in the continuous
play mode.
• Up to 8 RAD devices can be connected to AEC’s
per system.
• This command must be followed by a SEARCH,
FWD or FWDVM command.
• For programming (See Section 400 Programming
Manual on page 1-168.)
No Com-
mand Parameter1 Parameter2 Parameter3 Description
SEARCH 1,020,010
03:Select Cmd.
FWD FWDVM
PLAY RET
SEARCH RAD
List→

Section 521 Built-In ACD Supervisor Guide
8 DBS 576 (USA) issued October 2000 576-3.6-521 (ACD 4.0)
2. Set parameter 1, and press the HOLD key.
Example: Press key 2to set group 2.
Example:
3. Set parameter 2, and press the HOLD key.
Example: Press keys 0, 1and 5to set the Search Timer to 15.
Example:
4. Set parameter 3, and press the HOLD key.
Example: Enter three digits to set the No Ans Timer.
The program line that was set is updated when the final parameter
is set. The next line is moved to, and the screen in step 1 is
redisplayed.
5. Repeat steps 1 to 4 to set other program lines, and end
programming at the END/DISC line.
Note:
• The program line is updated when the final parameter setup is completed at
each command, and the next line is moved to. (Example: In the case of the
FWD command, the program line is updated when the no answer timer of
parameter 2 is input, and the next line is moved to.)
• If you press soft key 10 and select List at any of the above steps, the List
Mode screen is redisplayed.
• The END/DISC line cannot be changed nor deleted.
SEARCH 2,020
03:Search Time
AGENT SEARCH
TIME
1 to 600 sec.
List→
SEARCH 2,015,010
03:No Ans Time
AGENT NO ANSWER
TIME
1 to 600 sec.
List→
SEARCH 1
03:AGENT GRP.
AGENT GROUP
NUMBER
(1-3)
List→

Built-In ACD Supervisor Guide Section 521
576-3.6-521 (ACD 4.0) DBS 576 (USA) issued October 2000 9
INSERT (FF2)
This command inserts a new line in the current setting of displayed program
lines. Insertion can be repeated up to 19 lines.
The following screen display shows an example of insertion and setting of the
SEARCH command.
1. Press the
soft key 1, 2 or 3 or 6, 7 or 8 for the commands to be set,
and press the HOLD key.
Example: Press soft key 3to select SEARCH.
2. Set parameter 1, and press the HOLD key.
Example: Press key 1to set group 1.
Example:
3. Set parameter 2, and press the HOLD key.
Example: Press the 0, 1and 0keys to set the Search Timer to 10
seconds.
Example:
4. Set parameter 3, and press the HOLD key.
Example: Enter three digits to set the No Ans Timer.
The program line that was set is updated when the final parameter
is set. The next line is moved to, and the screen in step 1 is
redisplayed.
01:Select Cmd.
FWD FWDVM
PLAY RET
SEARCH RAD
List→
SEARCH
01:AGENT GRP.
AGENT GROUP
NUMBER
(1-3)
List→
SEARCH 1,
01:Search Timer
AGENT SEARCH
TIME
1 to 600 sec.
List→
SEARCH 1,010,
01:No Ans Timer
AGENT NO ANSWER
TIME
1 to 600 sec.
List

Section 521 Built-In ACD Supervisor Guide
10 DBS 576 (USA) issued October 2000 576-3.6-521 (ACD 4.0)
5. Repeat steps 1 to 4 to set insertion of other program lines, and end
programming at the END/DISC line.
Note:
• If you press soft key 10 and select List at any of the above steps, the List
Mode screen is redisplayed.
• The END/DISC line cannot be changed nor deleted.
DELETE (FF3)
This command deletes the current setting of displayed program lines.
Deletion can be repeated up to 19 lines.
The following screen display shows an example of deletion of line 01.
1. Confirm the specified line to be deleted, and press the HOLD
key.
Example: Line 01 is deleted.
2. The program line that was displayed is deleted, and the List Mode
screen is redisplayed.
When the specified line is deleted, each subsequent program line
is shifted up.
Note:
Note: If you press soft key 10 and select List at any of the above steps, the
List Mode screen is redisplayed.
SEARCH 1,015,010
01:DELETE(LINE)
To Delete Program
Data, Press
HOLD Key.
List→
PLAY 7,1
01:Select FFKey
SEARCH 1,020,010
RET 02,010
PLAY 9,0
END/DISC

Built-In ACD Supervisor Guide Section 521
576-3.6-521 (ACD 4.0) DBS 576 (USA) issued October 2000 11
ALL DELETE (FF6)
This command deletes all settings currently set to all lines in the currently
displayed program.
1. Press key
0, and the HOLD key.
2. All of the program that was displayed is deleted, and only the
default END/DISC line is displayed.
Note: If you press soft key 10 and select List at any of the above steps, the
List Mode screen is redisplayed.
Transfer Destination Voice Number
Outline
Sets the voice mail extension line number and access code corresponding to
the transfer destination voice mail number (1 to 4).
Operation
1. From [SUPERVISOR MENU] screen, press the soft key 3or 8to
select [CUSTOMIZE].
Program Delete:
DELETE(Program)
To Delete Program
Data, Press 0 and
HOLD Key
List→
END/DISK
01:Select FFKey
SUPERVISOR MENU
SYSTEM INFO →
MIS REPORT →
CUSTOMIZE →

Section 521 Built-In ACD Supervisor Guide
12 DBS 576 (USA) issued October 2000 576-3.6-521 (ACD 4.0)
2. From [CUSTOMIZE MENU] screen, press the soft key 5or 10 to
select [CALL HANDLING].
3. From [CALL HANDLING] screen, press the soft key 2or 7to
select [VM NUMBER].
4. The 4201 setting screen appears. Enter the extension number +
access code (max, 16 digits) using the 10-key pad, and press
HOLD key to make setting. Each time the HOLD key is pressed,
the setting changes: 4201→4202→4203→4204.
5. To return to [CUSTOMIZE MENU] screen, press the soft key 5
or 10.
4201:
VM NUMBER 1
CUSTOMIZE MENU →
CALL HANDLING
PROGRAM →
VM NUMBER →
CUSTOMIZE MENU →
CUSTOMIZE MENU
LINE REGIST. →
SYSTEM ID →
AGENT ID →
GROUP SETTING →
CALL HANDLING →

Built-In ACD Supervisor Guide Section 521
576-3.6-521 (ACD 4.0) DBS 576 (USA) issued October 2000 13
Silent Monitor
Version 3.0 and higher
The Silent Monitor feature allows an ACD supervisor to monitor a call
between an ACD agent and a caller without the knowledge of either party.
(See CAUTION, above.) If necessary, the ACD supervisor can initiate a
three-way call by barging into the call.
Operation
To initiate Silent Monitor:
Notes:
• The Silent Monitor key is disabled when the extension assigned to
that key is idle, dialing or ringing.
• If the Supervisor retrieves a call while monitoring a extension, he or
she can suspend the monitoring by pressing the ON/OFF key.
• Press the CONF key during the monitoring to initiate a three-way
call.
Table 3. Initiating Silent Monitor
Action Result
Press ON/OFF + 768 + Extension number you want to monitor
OR... The Silent Monitor feature is
active, and the extension is being
monitored. (The Silent Monitor
key flashes green when Silent Mon-
itor is active.)
Press the FF key assigned as a Silent Monitor Key + Extension
number you want to monitor*
OR...
Press only the Silent Monitor Key if the FF key has been prepro-
grammed to monitor a specific extension number. You do not
need to enter the extension number.
CAUTION: When using the ACD “Silent Monitor” feature in some states it is
illegal (or civilly actionable) to monitor telephone communications without
giving prior warning to all participants. These laws do not make the Silent
Monitor feature on the telephone system illegal. Before activating this feature,
please check applicable state and federal laws.

Section 521 Built-In ACD Supervisor Guide
14 DBS 576 (USA) issued October 2000 576-3.6-521 (ACD 4.0)
Silent Monitor Color Definitions
Notice • Be sure all phone that should NOT be allowed to monitor have a
COS that restricts monitoring. For programming COS (See Section
400 Programming manual on page 1-50.)
• Silent Monitor is allowed or denied by setting the appropriate
extension COS.
• Only one supervisor can initiate Silent Monitor on an individual
extension at any given time.
• Display telephones can initiate Silent Monitoring. SLTs cannot ini-
tiate Silent Monitoring.
• Display telephones and SLTs can be monitored.
• A supervisor cannot initiate Silent Monitoring on an extension
when the extension is on a conference call.
Table 4. Silent Monitor Color Definitions
FF Key Color Definition Possible Operation
Clear Cannot Monitor None
Solid Red Able to monitor Press Silent Monitor key
Flashing Green Not monitoring On-Hook or CONF

Built-In ACD Supervisor Guide Section 521
576-3.6-521 (ACD 4.0) DBS 576 (USA) issued October 2000 15
Supervisor Features
Supervisor features are roughly divided into three groups:
1) Supervisor customization: Set for requested features of ACD.
2) Supervisor monitoring: Monitors ACD system status on a large LCD
telephone.
3) MIS report feature: Outputs agent management information.
All of the above features are included in the supervisor menu. The following
describes each of the features and the common operations.
Common Operation of Supervisor Menu
Activating Supervisor Menu
Operation
From Large Display Telephone
1. Press the Log-in button (FF key).
2. Enter the 4-digit supervisor ID. If a supervisor ID is not entered,
you cannot enter supervisor menu.
Make sure to assign supervisor ID at installation. (Default: [No
assignment])
3. Select a desired menu by using the soft keys from the above
screen.
4. For further operations, see desired section in this manual.
Read this section first before using the supervisor features.
SUPERVISOR MENU
SYSTEM INFO →
MIS REPORT →
CUSTOMIZE →
DISP SYS INFO →

Section 521 Built-In ACD Supervisor Guide
16 DBS 576 (USA) issued October 2000 576-3.6-521 (ACD 4.0)
Displaying System Information
Operation
1. From [SUPERVISOR MENU] screen, press the soft key 5or 10
to select [DISP SYS INFO].
2. When the following screen appears, press the ON/OFF button or
hang up the telephone.
3. Group 1 monitoring: Press the soft key 1or 6to select Agent
Group 1.
Group 2 monitoring: Press the soft key 2or 7to select Agent
Group 2.
Group 3 monitoring: Press the soft key 3or 8to select Agent
Group 3.
4. After selecting one of the above groups, the following menu
selection screen appears. Use soft keys to select a desired item.
This figure shows the case where [AGENT GROUP 1] is
selected.
5. For further operations, see desired section of this manual.
Note: The [DISP SYS INFO] screen allows you to continue placing and
receiving telephone calls. This function is not available with other
commands.
SUPERVISOR MENU
SYSTEM INFO →
MIS REPORT →
CUSTOMIZE →
DISP SYS INFO →
HAND UP OR
PRESS ON/OFF
TO DISPL
SYSTEM INFO
SYSTEM INFO MENU
AGENT GROUP 1 →
AGENT GROUP 2 →
AGENT GROUP 3 →
SYSTEM →
SYSTEM INFO
AGENT GROUP 1
TRAFFIC INFO →
WAITING CALL →
AGENT STATUS →