Chapter 8. Wallboards; Overview; Information Displayed - Panasonic DBS-576 Reference Manual

Chapter 8. Wallboards

Overview

Information Displayed

576/HD-50-525
Wallboards are a cost-effective method to provide Agents and other
interested personnel with real-time Call Center information. Items that
exceed preset alarm conditions are displayed in a different color and may be
accompanied by an audible alarm (from the wallboard). Text messages can
be sent to the wallboard on a periodic basis or as a one-time priority
message.
ACD Viewer supports Spectrum Electronic Wallboards which are sold
separately (Series 200 and 300 work best). Wallboard support requires no
additional software or activation key and can be connected to any PC with
an available serial communications port running ACD Viewer. One copy of
ACD Viewer can support a network of one (1) to 128 wallboards.
By default all items are displayed on the Wallboard. However, each display
item can be turned off separately for each Wallboard. Wallboards display the
following information for selected ACD Groups:
• Date
• Time
• ACD Group Name
• Number of Calls Waiting
• Duration of the Longest Call Waiting.
• Number of Agents Logged-In
• Number of Agents Available
• Number of Agents Unavailable
• Number of Agents Busy (ACD Call, PBX Call, or After Call Work Time
[Wrap-Up Time])
• Delimiter Message (displays between ACD Groups or for a single group
once per cycle)
Only the PC connected to the Wallboard by way of the serial
communications port can change the settings of a Wallboard, or send
messages to a Wallboard. If there are two (2) ACD Groups and two (2)
Wallboards, consider connecting one Wallboard to each Supervisor's PC.
This allows each Supervisor to send messages to their group from their
desktop PC. Another way to handle this is to centrally locate the PC so both
DBS 576/HD issued September 2001 8-1