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Panasonic KX-NS500, Sales Manual

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Panasonic KX-NS500 Sales Manual Download Page 84

Appendix 

  

Communication Assistant 

CA Supervisor - Overview 

CA Supervisor 

For 
 - Supervisors 
 - Managers 

Real-time Status Management

 

Supervise customer call handling by monitoring in 
real-time the number of calls waiting and the longest 
wait time. 

Monitor agent status and control login and logout 
operations. 

Manage the performance of all agents in a group. 

Agent Support

 

Support agents who need help with difficult customer 
calls. (Listen-in, Busy Override, etc.) 

84 

Improved Work Efficiency 

Summary of Contents for KX-NS500

Page 1: ......

Page 2: ...arallel Mode DECT Paging Tough Type Handset Cellular Phone Integration Receive a Call Outside Destinations in Incoming Call Distribution Groups Make a Call Voice Mail Solution Voice Mail E mail Notifi...

Page 3: ...Introduction...

Page 4: ...ction PBX Line up and Positioning of the KX NS500 4 The line up extends from compact to large scale systems The new KX NS500 is optimized for the SMB market SOHO Mid to large offices IP trend Analogue...

Page 5: ...s built in with the functions of the KX NS1000 QSIG Networking IP Expansion CA Integration APT Compatible 5 KX NS1000 Unified Communication Full Voice Mail Call Centre Function Mobility Web Maintenanc...

Page 6: ...Maintenance Built in Voice Mail UC Server One Package Platform for Your Business The KX NS500 is a Smart Hybrid PBX suitable for small to medium sized offices It enables you to provide various soluti...

Page 7: ...er needs Maximum Trunks and Extensions KX NS500 KX NS520 KX NS520 KX NS520 7 DPT SLT Max 130 Max 160 IPPT SIP Phone Max 128 When Digital XDP is used Types Preinstalled KX NS500 With 1 With 2 With 3 KX...

Page 8: ...Assistant CA PRO CA Supervisor CA Operator Console CA Thin Client Server CSTA Multiplexer 3rd Party CTI interface Call Centre Enhancement Unified Messaging UM E mail Client Message Backup Two way Rec...

Page 9: ...e basic needs of supervisors at call centres such as Queue Announcement Live Status Monitor Activity Report Automatic Conversation Recording and NAS Network Attached Storage Activity Report Live Statu...

Page 10: ...e number IP Networking Extension 200 Extension 200 Call Customer Up to two extensions can be assigned the same extension number For example calls to an extension in the office can be received simultan...

Page 11: ...on your PC KX NS500 Web based Maintenance Public Private IP Network 11 Product Overview Fwd DND VM greetings and e mail addresses etc can be set from a PC The installer can easily program everything...

Page 12: ...ide callers either directing them to their desired destination or to the mailbox of a subscriber where they can leave a voice message Built in UC Server Communication Assistant Voice Mail Server wav f...

Page 13: ...tension Capacity Legacy Max 160 IP Max 128 Total MAX 288 Legacy Max 128 IP Max 112 Total MAX 176 Legacy Max 44 IP Max 128 Total MAX 172 Legacy Max 128 IP Max 192 Total MAX 256 Built in Voice Mail ESVM...

Page 14: ...phones SIP phones etc QSIG Networking KX NS series KX NCP series KX TDE series KX TDA100D Remote maintenance PC Head Office Branch Office Branch Office Amplifier pager speaker E1 PRI Trunk Adaptor Sma...

Page 15: ...Selling Points...

Page 16: ...tion System and it is suitable for small to medium sized businesses Cost Saving Customer Satisfaction Improved Work Efficiency 16 Expandbility Backwards Compatibility IP Networking Built in DISA Call...

Page 17: ...ty See page 19 Saving Communication Costs See page 20 Saving on Initial Investment See page 22 Saving Running Costs See page 23 Saving Network Costs See page 21 Home Office Remote Office 1F 2F Head Of...

Page 18: ...h Extensions DXDP 18 34 40 66 80 98 120 130 160 Expandability The KX NS500 is expandable with optional cards and expansion cabinets You do not need to discard the KX NS500 to increase capacity in the...

Page 19: ...ut wasting resources Features and Benefits Low initial investment costs because the only cost involved is that for purchasing the system Continue to use an existing KX T74xx KX T75xx Recommended for G...

Page 20: ...P and legacy trunks according to your needs to construct systems that are flexible and cost effective Recommended for Companies using an IP ISDN PSTN network system 20 Features and Benefits Constructi...

Page 21: ...IP network system Ext 2000 Dials 2999 Ext 2999 Ext 3000 Ext 3999 Ext 1000 Ext 1999 IP Networking 21 Save on call costs The PBX extension functions can be used across multiple offices VoIP allows you t...

Page 22: ...ffice Home Office Companies with employees working at home IP proprietary telephone IP Networking Not necessary KX NS500 MRG Built in IP phones can be installed at a remote office without a PBX via an...

Page 23: ...r place Recommended for Companies with a need to change their office layout on occasion Companies which have an LAN network system Growing companies Office 2F 1F IP proprietary telephones Simple move...

Page 24: ...33 E mail server Voice Mail See page 32 Multi Zone See page 25 One Numbered Extension See page 29 31 DECT Paging See page 27 Branch Office Outside Destinations in Incoming Call Distribution Groups Se...

Page 25: ...Customers improved customer satisfaction with less customer waiting because calls can be quickly transferred to the wireless handset of the person in charge Repeater Use Call zone expansion can be en...

Page 26: ...n desk phones and portable stations with a simple operation during conversations Switch from DECT simply by picking up the handset of your desk phone when you return to your seat Switch to DECT simply...

Page 27: ...n different locations Features and Benefits Conversations between staff can be shared Multiple people can be called at the same time Contact made anywhere within the coverage area Paging can be perfor...

Page 28: ...ty locations without concern Splash proof IP5 Dust resistance IP6 Tough type model KX TCA385 Recommended for Environments with warehouses and garages Locations near kitchens baths etc Features and Ben...

Page 29: ...92 123 4322 When your customer calls your office phone number both your phone at the office and your cellular phone can ring at the same time You can receive customer calls both inside and outside the...

Page 30: ...and a registered cellular phone can be made to ring enabling the call to be received with either phone Up to four cellular phones can be registered to an ICD group with other wired extensions Up to f...

Page 31: ...ou can use smartphones as extensions Use an SIP software phone to call customers when you are away from the office without any additional fees The customer is notified of your office phone number inst...

Page 32: ...her extension 102 Mike 101 Susan Mailbox 103 Tom Hello this is Tom Please leave a voice message Companies which get calls outside of business hours Employees who work away from the phone or out of the...

Page 33: ...d a callback number Recommended for Companies which get calls outside of business hours Employees who work away from the phone or out of the office A customer leaves VM or disconnects the call without...

Page 34: ...all back the sender of a message Export voice message data Attach voice messages to other e mail messages Play back voice messages Save voice data to their PCs Delete voice messages With IMAP integrat...

Page 35: ...page 37 KX NS500 Office Automatic Two way Recording for Managers See page 39 NAS Supported See page 40 Activity Monitor See page 41 Activity Report See page 42 Call Distribution See page 38 KX NS500...

Page 36: ...ents Companies which get specific calls which need to be answered by the person in charge Thank you for calling Panasonic For an operator press 0 For sales press 1 For technical support press 2 KX NS5...

Page 37: ...be notified of estimated waiting times Customers can choose to leave a message or wait according to their circumstances Recommended for Companies with not enough agents for the number of customer quer...

Page 38: ...ting A B C D Busy Only if A is busy ring the next extension A B C D Ring A priority Features and Benefits Various types of call distribution enables customer waiting time and stress to be reduced For...

Page 39: ...sor Supervisors can listen to the recorded conversation through the Web Maintenance Console Recorded data can be played back anytime the supervisor requires Recorded data can be used to understand pro...

Page 40: ...ation Save the voice data 40 Recommended for Companies that often have the need to listen to the content of conversations again Companies that want to improve the customer handling of agents Companies...

Page 41: ...or handled by the supervisor etc to reduce customer waiting time and stress Customer C Customer A Customer B Agent A Agent B Call Agent C Leave desk Waiting Call Supervisor Live Status Monitor 41 Reco...

Page 42: ...enefits Reports can be made by agent and also by group Since reports are provided in various formats they can help analysis the call status Call data for up to 300 000 calls can be stored Recommended...

Page 43: ...rs to be checked to select the appropriate communication method Four editions Basic Pro Console Supervisor available to meet various needs Can be linked with various applications Not at desk Available...

Page 44: ...eb based console via an IP network Phones and the VM mailbox can also be customised by users via the Web Programming is easy for experienced Panasonic installers because the programming method is basi...

Page 45: ...Appendix For details see the latest Installation Manual...

Page 46: ...of Trunks Legacy IP 6 ch 100 ch 130 ch 160 ch 190 ch Legacy 6 ch 36 ch 66 ch 96 ch 126 ch PRI30 N A 30 ch 60 ch 90 ch 120 ch E1 N A 30 ch 60 ch 90 ch 120 ch Analogue 6 lines 12 lines 24 lines 36 lines...

Page 47: ...6 96 APT N A 8 16 24 32 IP N A 128 IP PT 2 N A 128 SIP 3 N A 128 CS N A 20 24 28 32 PT interface CS 2ch 8ch 2 N A 4 2 8 4 12 6 16 8 IP CS SIP CS N A 16 PS 128 VM Built in DISA ch 2 64 Built in SVM ch...

Page 48: ...for 128 users 60 days free trial for 1 user 60 days free trial for 1 user Automatic Presence N A Yes Call Contact 10 1000 Call History 10 1000 Chat Yes Yes Conference Features N A Yes Flexible Call H...

Page 49: ...V AC 2 2 A 200 V AC to 240 V AC 1 3 A 50 Hz 60 Hz Power Consumption when fully mounted 110 W External Backup Battery External battery port is supported Memory Backup Duration 7 years Air cooling metho...

Page 50: ...NS5290CE PRI30 E1 Trunk Card DPH2 KX NS5162 Doorphone Interface Card Extension DHLC4 KX NS5170 4 Port Digital Hybrid Extension Card Extension Slot DLC8 KX NS5171 8 Port Digital Hybrid Extension Card D...

Page 51: ...fter 60 days Communica tion Assistant CA Basic Express ALL users Permanent CA PRO 128 users Expire after 60 days CA Supervisor 1 user Expire after 60 days CA Operator Console 1 user Expire after 60 da...

Page 52: ...8 IP Trunk KX NSM108 8 Channel IP Trunk Activation Key 16 IP Trunk KX NSM116 16 Channel IP Trunk Activation Key IP Trunks Activation Key Type Model No Description Maximum QSIG Network KX NSN002 Activa...

Page 53: ...10 10 Channel IP Softphone IP Proprietary Telephone Activation Key 20 ch KX NSM220 20 Channel IP Softphone IP Proprietary Telephone Activation Key IP PTs KX UT Series SIP Phones Up to 4 ch Preinstalle...

Page 54: ...120 Activation Key for Mobile Extension for 20 Users Cellular Phone Extension User Activation Key Type Model No Description Maximum Two way REC Control for Manager KX NSU002 Activation Key for Two way...

Page 55: ...il Notification for 10 Users 20 users KX NSU220 Activation Key for Unified messaging E Mail Notification for 20 Users All users KX NSU299 Activation Key for Unified messaging E Mail Notification for A...

Page 56: ...nsole 1 user KX NSA401 Activation Key for CA Operator Console Without CA Server 128 users With CA Server 128 users CA Network Plug in 1 user KX NSA901 Activation Key for CA Network Plug in for 1 User...

Page 57: ...BX KX NS500 Gigabit LAN PC port PoE Full duplex speakerphone Supports EHS for wireless headsets IP Proprietary Telephone Full duplex speakerphone Supports EHS for wireless headsets Digital Proprietary...

Page 58: ...ook Switch Eco Mode Options KX NT505 Add on 48 key module 6 Line Backlight LCD Display KX NT543 3 Line 24 Flexible CO Buttons 2 Ethernet Ports 10 100M PoE Speakerphone Electronic Hook Switch Eco Mode...

Page 59: ...speaker design Speakers enhance the characteristics of low frequencies and contain a high performance D class audio amp Larger acoustic chamber The acoustic chamber reduces echo and vibration from th...

Page 60: ...s are displayed on the screen a paper label is not required Small footprint reduces desk space Longer handset curly cord High Speed Communication Supports Gigabit Ethernet KX NT560 KX NT55x Series Ena...

Page 61: ...Labelling Bluetooth Headset Connectability N A Built in Electronic Hook Switch N A Yes 1 Ethernet Port 2 ports 10 100 1000M POE Yes 802 3af compliant Others IPv4 DHCP Client Audio Codec G 722 G 711 G...

Page 62: ...ctronic Hook Switch N A Yes 1 Ethernet Port 2 ports 10 100M PoE N A Yes Yes 802 3af compliant Others IPv4 DHCP Client Audio Codec G 722 G 711 G 729a Echo Cancellation Microphone Options AC Adaptor Att...

Page 63: ...43 3 Line Backlight LCD Display 24 Flexible CO Buttons Full Duplex Speakerphone Electronic Hook Switch Options KX DT590 Digital DSS console 48 Key KX DT521 1 Line Backlight LCD Display 8 Flexible CO B...

Page 64: ...s and contain a high performance D class audio amp Larger acoustic chamber The acoustic chamber reduces echo and vibration from the speaker Special material cone circle Acoustic chamber acoustic box H...

Page 65: ...nectability N A Electronic Hook Switch N A Yes 1 Ethernet Port N A PoE N A Others Audio Codec G 711 Echo Cancellation Microphone 1 DXDP Port Options AC Adaptor N A Wall Mount Kit KX A432 KX A433 Wired...

Page 66: ...85 KX TCA385 DECT Paging DECT for CTI Wireless XDP Parallel Function IP65 compliant Protection against dust entering the handset and protection against water spraying from any direction KX TCA385 KX T...

Page 67: ...amic listening volume control When the KX TCA series detects noise it automatically increases the receiver volume to an easy to hear level Hands Free Communication Built in Bluetooth KX TCA285 KX TCA3...

Page 68: ...e Yes Full Duplex PBX Flexible CO Button 12 Soft Keys 3 Headset Jack Yes 2 N A Noise Reduction Yes Wireless XDP Parallel Function Yes Conference Function Yes DECT Paging Yes PS Ring Group Yes Vibratio...

Page 69: ...special cabling required overcomes distance issues Air synchronization technology Powered by both PoE and AC adaptor sold separately No activation key requirements DHCP client static address Solution...

Page 70: ...activation key requirements Designed to extend the range of a DECT Portable station Up to 6 repeaters can be registered to one cell station Up to 3 repeaters can be registered in a cascade configurati...

Page 71: ...ovides a more detailed activity monitor and reports than the built in function page 41 42 Report sample Monitoring screen sample Call Centre Solution CC View Activity Monitor and Report Tool 71 Improv...

Page 72: ...A PRO 72 An agent can use the software to easily handle calls and professionally handle communication between customers and colleagues For Operators Agents For Reception Secretaries CA Operator Consol...

Page 73: ...I will call you back when I return Idle Ringing On the phone Extension Status Will Return Soon Available Urgent Only In a Meeting Not At My Desk Gone Home Absent Message A personal greeting set in th...

Page 74: ...ee clicks are required to start a conference During a conference the originator of the conference can enable or disable the ability of other members to speak put them on hold or remove them from the c...

Page 75: ...nstallation of CA Client if you select to add call functions to Outlook a toolbar will be added to Outlook The toolbar offers many of the call features of CA Client Pop up Outlook Contact Window for I...

Page 76: ...lso set keywords in your calendar s schedule to change your presence Exchange Server CA Server Synchronize with calendar information Change built in UM voice mail greeting message according to presenc...

Page 77: ...ng middleware CA Client also has a 1st party TAPI which is a standard interface Functions that can be linked with CRM software include call pop ups using caller ID the CRM phone book and calling from...

Page 78: ...e thin client support Since personal information such as address books is not retained on the client PCs safety is enhanced from an information security perspective NOTE When using CA Client in a thin...

Page 79: ...on their PC from a remote location simply by clicking the access web in the CA contact list By linking a registered door phone users can also answer calls and open the door after confirming video on...

Page 80: ...hones Home workers can make calls using the KX NS500 to reduce telephone charges Outgoing and internal calls can be made by using CA when outside Drop Down List Phone Office 8012 Phone Mobile 09012345...

Page 81: ...ator Console Easy Call Handling Users can manage multiple calls simultaneously using a graphic interface Extension Setting Various extension settings can be set Set a wake up call Set and clear the ab...

Page 82: ...atus of received and parked calls are displayed in the Arriving Calls Screen allowing a single agent to handle multiple controls Agents can easily transfer and park calls with a simple drag drop opera...

Page 83: ...perators can set and change the settings of each extension Operators can set the following FWD DND Clear the extension PIN Set a wake up call Set clear absent message Extension lock unlock For the Hos...

Page 84: ...omer call handling by monitoring in real time the number of calls waiting and the longest wait time Monitor agent status and control login and logout operations Manage the performance of all agents in...

Page 85: ...anagement Supervisors can monitor the status of a target group s agents with the Group Call Monitor feature Overflow Calls Longest Waiting Time Total Incoming Calls Login Logout Status Current Waiting...

Page 86: ...r calls Listen In Supervisors can listen in to the conversation of any agent extension number Take Over Supervisors can take over the telephone conversations of agent extension numbers Busy Override S...

Page 87: ...fficiency CA Modules as CA Family Click Select an application CA Modules screen 1 Conference Bridge 2 Appointment Reminder 3 Speech Auto Attendant 4 Outbound Dialer 5 ACD Reports Communication Assista...

Page 88: ...be set or maintained by the supervisor Conference Room Meet me conference Call an access number for a conference room Set conference schedule and participants Supervisor 88 Scheduled Meet Me conferenc...

Page 89: ...onic restaurant table reservation confirmation call will be sent to you at 18 30 tomorrow Press1 to confirm Text to speech Customer If the customer accepts the appointment they dial 1 The operation is...

Page 90: ...d The CA module specifies the destination by speech recognition and decides the action to take according to the CA status This is James I am in a meeting Please leave a message The call will be transf...

Page 91: ...It is useful for reducing misdialing and the time it takes to enter phone numbers Customer A Customer B Agent A Customer C 1st call 2nd call 3rd call Automatically call customers one by one according...

Page 92: ...Supervisor monitoring and reporting can be provided on one PC Related functions Call Centre Solution For details see page 37 42 71 92 Analyze the status of calls and any problems to improve customer s...

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