Panasonic KX-NCV200 User manual
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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........................................................................................................................4
2. Installation .................................................................................................................................... 5
2.1. ACD Report Client................................................................................................................ 5
2.1.1. Host Requirements........................................................................................................5
2.1.2. Installation Procedure................................................................................................... 6
2.2. ACD Report Server............................................................................................................... 9
2.2.1. Connecting the PBX to the LAN...................................................................................9
2.2.2. Configuring the IP for Voice Processing System/ ACD Report Server....................9
2.2.3. Start the ACD Report server Client application ......................................................... 9
2.2.4. Connect the ACD Report Server to the PBX............................................................. 10
2.3. PBX Settings.......................................................................................................................12
2.3.1. How to configure the 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 Backup ...............................................................................................................22
4.2.1. Client Database Backup.............................................................................................. 22
4.2.2. Server Database Backup ............................................................................................ 22
5. Known Issues and Limitations.................................................................................................23
5.1. General................................................................................................................................23
5.2. ACD Report Client Installation..........................................................................................23
5.3. Customer Data and Agents Data ......................................................................................23
5.4. ACD Monitor .......................................................................................................................23
5.5. Performance Graphs..........................................................................................................23
5.6. ACD Reports.......................................................................................................................24
5.7. Call Log...............................................................................................................................24
5.8. Agent Log............................................................................................................................24
5.9. Others.................................................................................................................................. 24
6. Frequently Asked Questions ....................................................................................................26
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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 clientside 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 LAN
Enclosed CDROM
DPT lines
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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
+ Voice Mail System)
PBX
LAN
Agent-C
Agent-A
Agent-B
Telephone Company
ACD Report
Performance Graphs
ACD Monitor
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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),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
LAN –10Base-T or greater
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2.1.2. Installation Procedure
To install the ACD Report server Client application
1. Double-click theACD_Report_Server.exe ontheinstallationCDto starttheACDClient Application.Wait
for the ACD Report Server Install Shield Wizard to launch.
2. The ACD Report Server Install Shield Wizard is displayed
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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)
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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.
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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 ACDReport server Client application from Start -> Programs -> Panasonic -> ACDReport Server
-> ACD Report Client. The ACD Report Server Log In dialog will be displayed
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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 theserver 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 theACD 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 1234. From Current System State the
PBX Connection field is Disconnected.
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