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Panasonic KX-NCV200 Getting Started Manual

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Panasonic KX-NCV200 User Manual
Panasonic KX-NCV200 User Guide
Panasonic KX-NCV200 Online Manual

Text of Panasonic KX-NCV200 User Guide:

  • Panasonic KX-NCV200, Table of Contents 1. Product Overview......................................................................................................................... 3 1.1. What is ACD Report Server................................................................................................. 3 1.2. Components of ACD Report Server................................................................................... 3 1.3. System Configuration.......................................................................................................... 4 1.4. User Benefits .............................................................................................

  • Panasonic KX-NCV200, 3 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

  • Panasonic KX-NCV200, 4 1.3. System Configuration ACD Report Server consists of the following components: • KX-TDA100,200,600 + CTI_LINK card • KX- NCV200 (ACD Report Server + Voice Processing System) • 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

  • Panasonic KX-NCV200, 5 2. Installation 2.1. ACD Report Client 2.1.1. Host Requirements Minimum requirements for ACD Client Application Windows host:  Operating System – Microsoft Windows 2000 Professional (Service Pack 4 and later), Windows XP Professional (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)

  • Panasonic KX-NCV200, 6 2.1.2. Installation Procedure To install the ACD Report 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

  • 7 3. Click the Next button. The License Agreement screen will appear 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)

  • Panasonic KX-NCV200, 8 7. Click the Next button. The wizard starts to install 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.

  • Panasonic KX-NCV200, 9 2.2. ACD Report Server 2.2.1. Connecting the PBX to the LAN Set the IP address for the PBX. Refer to the Installation Manual of the PBX for the procedure. 2.2.2. Configuring the IP for Voice Processing System/ ACD Report Server Refer to the Installation Manual 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 -&g

  • Panasonic KX-NCV200, 10 2. Enter the Password and click OK. The ACD Report Server main window is displayed. The default Password is 1234. Note that you can change the server location at every login by clicking on the Server Location button, before specifying the password. Inside the Server Location 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

  • Panasonic KX-NCV200, 11 2. Type the IP Address of the PBX in the corresponding field and click on the Apply settings button. 3. The ACD Report server Client application will restart 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.

  • Panasonic KX-NCV200, 12 2.3. PBX Settings 2.3.1. How to configure the CTI Link Card You need to set up the CTI_LINK card to connect with the NCV200. 1. Insert CTI_LINK card to PBX 2. Open ‘Card Property’ of CTI_LINK card from 1. Configuration > 1. Slot > CTI-LINK Card. 3. Configure 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 Grou

  • 13 2.3.3. How to Configure CO lines The ACD Report Server counts all calls delivered to an ICD Group as ACD calls. Please configure the PBX to route calls directly to ICD Groups. 2.3.4. How to Configure Extension Lines Every extension has to belong to an ICD Group(s). Note a. Extensions that do not expect ACD calls, such as a supervisor’s extension, must also be

  • Panasonic KX-NCV200, 14 AgentID of Call Log – Agent Based does not show correct information. 4. When an outgoing call is transferred to PDN extension, the call icon disappears from every agent on the tree view of ACD monitor. 3. Utilization 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.

  • Panasonic KX-NCV200, 15 Step 2 Make a new counter pane Make a copy of a counter pane 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

  • Panasonic KX-NCV200, 16 Step 3 Change counter on the 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.

  • Panasonic KX-NCV200, 17 You can add Lost ACD Calls 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.

  • Panasonic KX-NCV200, 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.)

  • Panasonic KX-NCV200, 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).

  • 20 3.3. Other Useful Features Using the scheduling function, you can send the reports to a specified E-mail Address. Shown below is an example of the scheduling function setting, which sends a System Report to [email protected] at 6:00PM every day. (1) Select System Report. (2) Select Schedule Options. In this example, select Daily at time, then input 6

  • 21 (1) Select Agent Report. (2) Select Schedule 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)

  • Panasonic KX-NCV200, 22 4. Guidelines for Operation 4.1. Client Connection to the Server Call information is accumulated in Server even when no Client is connected to the Server. When a Client connects to the Server, the Client will receive all call information not previously received from the Server. After the Client has downloaded the call information, its startup process will be completed, and the Client application will be ready for use. For this reason, in the following cases, it will take a long time to start the Clie

  • 23 5. Known Issues and Limitations 5.1. General  After configuring any settings regarding 3.Group, 4.Extension, 10. CO&Incoming Call on the PBX side, close the TDA Maintenance Console and then press the Restart button from ACD Client Application for changes take effect. 5.2. ACD Report Client Installation  There is no uninstalling

  • Panasonic KX-NCV200, 24 5.6. ACD Reports  The Print window from Report Viewer does not allow for printer selection.  The Report Viewer window is modal (you cannot switch to ACD Report Client main window before the Report Viewer is closed)  Scheduled reports: the default email report format is PDF document. To send the report in other format be sure that the Export data in option is checked and the desired report format is selected  When a report is exported as a Word for Windows document (.doc) the Distribution Graph's legend does not display the colored lin

  • 25  NCV200 does not work properly with PDN/SDN feature.  When ‘Barge in’ is performed, some counters such as Total Incoming Calls will be counted on the agent which breaks in.  IRNA feature is not supported.  ISDN Extension is not supported.  If a non ICD-G extension picks up a call or retrieves a held call, some counters might not be correct.  I

  • Panasonic KX-NCV200, 26 6. Frequently Asked Questions [Question 1] When close the client and leave it while and connect it again, what does that operation affect the counters? Answer When we close the counter we only save cumulative counters. The active counters is calculated real-time when re-open client. [Question 2] When close the client and connect it again, counter will be reset? Answer This should happen only if reset time is between open and close. [Question 3] If there are call activity while the client is disconnected and connect client again,

  • Panasonic KX-NCV200, 27 Answer They increase when an ACD call is transferred to another ICD Group due to Queuing Time Table. E.g. When you set ‘Sequence01=wait 10sec, Sequence02=Overflow’ to Queuing Time Table, and the ACD call is transferred. [Question 8] Do any counters increase when an inbound call is delivered to an ICD Group and transferred to another ICD Group due to Overflow Queuing Busy? Answer No. It is because Overflow Queuing Busy feature of PBX is not supported. [Question 9] The tree view of AC

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