Automatic Call Distribution (Acd); Ifm Acd; Built-In Acd - Panasonic DBS 576 Technical Manual

Benefits:
• Sending this signal allows quick disconnection from third-party Voice Mail or similar
devices.

Automatic Call Distribution (ACD)

ACD provides efficient presentation, handling, and management of incoming calls for phone systems
that experience heavy call traffic. Calls can be evenly (or fairly) distributed to different groups of
specialized users, called "agents." And call traffic data can be sent to a PC computer or printer
the DBS 576.
With the DBS 576 you have two ACD options:
• IFM ACD (provided on the IFM ACD card)
• Built-In ACD (provided on the ACD card)

IFM ACD

IFM ACD provides advanced call distribution for multiple agents and groups, supervisor monitoring
features, all from one card installed in the DBS 576 cabinet. In addition, the IFM ACD/MIS software
can be loaded on an external PC to provide supervisor reports of call data. This PC can be connected
to the IFM ACD card with an Ethernet (LAN) connection.
Panasonic's IFM ACD card is an application platform that includes a Pentium II 266 MHZ PC and 8
voice processing circuits. The IFM ACD software is pre-loaded on the IFM ACD hard drive.
Call traffic data can be sent to the IFM ACD/MIS software on a PC, and to a printer, through an
Ethernet connection (direct or across a LAN).
See your IFM ACD documentation for further details.

BUILT-IN ACD

Panasonic's Built-In ACD offers low-cost, easy installation, programming, and operation of ACD
functionality. Some of the strong points of this product are:
One-vendor solution. There is only one place you have to call - Panasonic - to support and
service your ACD. Saves time and eliminates miscommunication.
Easy installation. This is a card-type product. All you have to do is insert the unit into the DBS
576 cabinet, and enter a few program settings for it. You don't need to wire any cable or install
any awkward, extra equipment.
Simple operation. Agents can use our Large-LCD phones to handle calls efficiently. Agent
features can be performed simply by following the prompts displayed on the LCD.
Easy programming and flexibility. Use a Large-LCD phone to enter the DBS 576
programming mode, and go to one area of settings specifically for ACD. No special equipment or
complicated programming is required.
Powerful ACD functionality. Incoming calls can be routed to the first available agent, or
transferred to Voice Mail. Supervisors can instantly access the current status of all agents. MIS
reports can be generated.
The 576 ACD software can be designed to efficiently handle incoming calls to a group of phones,
especially when the entire group is busy. At this point, the caller will be directed to a recording
asking the caller to hold, then sent to a Music-On-Hold source until an agent becomes available.
76 Chapter 5 - Special Applications
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