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1. Product Overview

1.1. What is ACD Report Server

KX-NCV200 has two main features, one is ACD Report Server the other is Voice Mail.

ACD Report Server is an end user call management tool that provides:

•

Real-time Call Monitoring

•

Powerful Reporting

•

Call Logging

Voice Mail features are the same as TVM200.

1.2. Components of ACD Report Server

ACD Report Server system consists of the KX-NCV200, client application and KX-TDA100/200/600
PBX. The client application is stored on the CDROM enclosed with the NCV200 package.

You can get updated server and client side applications from the B2B site. If you are not sure of how
to do this, please contact your dealer.

TDA100/200/600

NCV200

Client Application

LAN

Enclosed CDROM

DPT lines

Содержание KX-NCV200

Страница 1: ...1 ...

Страница 2: ... CTI Link Card 12 2 3 2 How to Configure ICD Groups 12 2 3 3 How to Configure CO lines 13 2 3 4 How to Configure Extension Lines 13 2 4 Voice Mail Settings 13 2 5 limitation for PDN SDN feature 13 3 Utilization of Counters and Reports 14 3 1 Customizing Counters 14 3 2 Creating Reports 17 3 3 Other Useful Features 20 4 Guidelines for Operation 22 4 1 Client Connection to the Server 22 4 2 Database...

Страница 3: ...ce Mail features are the same as TVM200 1 2 Components of ACD Report Server ACD Report Server system consists of the KX NCV200 client application and KX TDA100 200 600 PBX The client application is stored on the CDROM enclosed with the NCV200 package You can get updated server and client side applications from the B2B site If you are not sure of how to do this please contact your dealer TDA100 200...

Страница 4: ...ACD Report Client PC 1 4 User Benefits Visualization of the number of calls the percentage of answered calls and agent status Optimization of the number of agents and CO lines Reduce Call Center Management costs ACD Report Client KX NCV200 ACD Report Server Voice Mail System PBX LAN Agent C Agent A Agent B Telephone Company ACD Report Performance Graphs ACD Monitor ...

Страница 5: ...onal Service Pack 2 Windows XP Home Edition Service Pack2 CPU Celeron at 1 GHz RAM 256 MB HDD 2 GB free disk space VIDEO 1024x768 LAN 10Base T Recommended requirements for ACD Client Application Windows host Operating System Windows XP Professional Service Pack 2 Windows XP Home Edition Service Pack2 CPU Pentium IV at 1 6 GHz or greater RAM 512M or greater HDD 5GB free disk space VIDEO 1280x1024 L...

Страница 6: ...eport server Client application 1 Double click the ACD_Report_Server exe on the installation CD to start the ACD Client Application Wait for the ACD Report Server Install Shield Wizard to launch 2 The ACD Report Server Install Shield Wizard is displayed ...

Страница 7: ...ppear 4 Read the License Agreement and if you agree click on the Yes button 5 The Destination Folder screen appears 6 Choose the path you want the ACD Report server Client application to be installed the default path is C Program Files Panasonic ACD Report Server ...

Страница 8: ...nstall the ACD Client Application components 8 Wait until the wizard informs you that the installation is completed 9 Click on the Finish button to close the install wizard 10 You now have the application installed on your computer and ready for use ...

Страница 9: ...ual of Voice Processing System for how to connect KX NCV200 and PC 1 Use the KX TVM NCV Maintenance console go to Utility LAN Settings 2 Enable Use the following IP address and fill in the necessary information 3 Click on the OK button 2 2 3 Start the ACD Report server Client application 1 Run the ACD Report server Client application from Start Programs Panasonic ACD Report Server ACD Report Clien...

Страница 10: ...ion window specify the server address and port number of the Voice Processing System 2 2 4 Connect the ACD Report Server to the PBX Before using the ACD report Server you need to connect the ACD Report Server to the PBX Follow the steps below 1 Start the ACD Report Server At first the ACD Report Server is not connected to the PBX Go to Configuration Configuration Settings The default password is 1...

Страница 11: ...tart 4 Open the ACD Report server Client application and go to Configuration Configuration Settings The default password is 1234 From Current System State the PBX Connection field should by Connected indicating that the ACD Report Server application is connected to the PBX NOTE The default port is 10001 for Server Connection and 33333 for PBX Connection ...

Страница 12: ...gure the IP settings from the Card Property window 2 3 2 How to Configure ICD Groups NCV200 assumes that all the extensions belong to groups Please ensure all extensions belong to an ICD Group You can configure ICD Groups as follows 1 Configure ICD Group settings on 3 Group 5 Incoming Call Distribution Group 1 Group Settings 2 To add member extensions click on the Member List button Important noti...

Страница 13: ...INK So we recommend at least one DPT LINK connection even if you do not use the Voice Mail function of NCV200 2 5 limitation for PDN SDN feature When PDN SDN are set to members of groups ACD Report Server system does not show the correct information related to PDN SDN behavior The following are known problems 1 When an inbound call is delivered to ICD Group which Distribution Method is Priority or...

Страница 14: ...ation of Counters and Reports This chapter provides a simple example of utilizing ACD Reports 3 1 Customizing Counters Cumulative counter Incoming ACD Calls and Cumulative counter Lost ACD Calls provide very useful information for most of call centers The following steps show how to add these counters to the ACD Monitor view Step 1 Open ACD Monitor view Startup ACD Report Client Then open ACD Moni...

Страница 15: ... displayed on ACD monitor view by pressing located in the upper right corner of the counter pane A new pane is then created behind the original counter pane You can see the new pane by dragging the original counter pane New pane is behind the original pane New pane ...

Страница 16: ...he new pane to Incoming ACD Calls Counter selection dialog is shown by pressing located upper right corner of the pane Select Incoming ACD Calls under Cumulative Counters and press OK Then selected counter is shown on the new pane ...

Страница 17: ...by following the same steps as above 3 2 Creating Reports You can create a report based on the counters added above by following the steps below Step 1 Open ACD Reports view Open Views ACD ACD Reports from icon on the left side pane ...

Страница 18: ...18 Step 2 Creating Report Select Group Report and press Create Report button If you want to set more detail settings you can set Report Properties shown by pressing Show Report Properties button ...

Страница 19: ...19 Created report is shown below Total value of Incoming ACD Calls counter and Lost ACD Calls counter counted from ICD Group 001 and ICD Group 002 are shown on the report as seen on the ACD Monitor view ...

Страница 20: ...en input the E mail Address to which you want to send the report In this example input manager abcd com 4 Clicked on Add To Schedule button to register this schedule The registered schedule is shown in the area labeled 5 on the figure above Using the scheduling function you can export reports with a specified format such as Acrobat Format pdf Microsoft Word Document doc or Rich Text Format rtf to ...

Страница 21: ...edule Options In this example select Weekly then input Saturday at time 12 00AM 3 Check Export data in then specify the folder and file name that you want to export to 4 Clicked on Add To Schedule button to register this schedule 1 2 3 4 5 ...

Страница 22: ... been so long time since Client connected to Server last time To make Client start faster it is highly recommended that Client connects to the Server often or the Client maintains a connection to the Server during high call times 4 2 Database Backup It is necessary to obtain database backup of both of Client and Server at the same time Then when you restore the Backup Database you need to restore ...

Страница 23: ...ated in ACD tree until those Agents will log in using the new name The Agent Data cannot be edited while the Agent logs in an extension 5 4 ACD Monitor Only for TDA version 3 0 in case of a three party conference when the initiator of the conference hangs up the other parties are in the talking state the call info is incomplete the log for that call will be recorded until the initiator of the conf...

Страница 24: ...p each other To create reports correctly it is necessary for Agents to login and logout frequently at least once a day 5 7 Call Log If the Forward mode is set to FWD All Call from CO for an extension there will be no information regarding that extension ACD Report Server will monitor only the extension that is set up to receive the forwarded calls For time related Lookup fields e g Talk Time no ma...

Страница 25: ...transferred due to Overflow No Answer and an extension answers the call the extension does not become busy state If an inbound call is delivered to the extension on which PDN is set and the call is picked up by other extension using direct call pickup feature the tree view becomes strange However this problem can be solved if you restart the client application If an inbound call is delivered to th...

Страница 26: ...unter reset time is included into that disconnected time period does the counter reset affect to the counter s value Answer Yes Counter reset is done when client process server data from reset time So counter reset refers to server time not Client PC time Question 5 How does NCV200 synchronize the time with PBX Answer NCV200 synchronizes the time with PBX once a day via LAN If you connect NCV200 a...

Страница 27: ...hen I changed the mode at Configuration Settings Agent Setting agents became idle state What is wrong Answer While system is running if you change the mode you will encounter the unexpected situation If you change the mode at Configuration Settings Agent Setting please make sure there is no call on PBX Question 11 When an extension barged into the inbound ACD call by Busy Override function Total I...

Страница 28: ...28 You can recover from this problem if you restart the client application ...

Страница 29: ...29 ...

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