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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