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.
