ACD Report

ACD Monitor
Performance
Graphs
ACD Report Server/Voice Mail System
KX-NCV200
The KX-NCV200 is two systems in one, combining all the features and functionality of the Panasonic KX-TVA200 Voice
Processing system with a comprehensive ACD reporting system. This dynamic combination takes call management to the next
level. The Voice Processing system is a fully featured voice mail with email integration and auto attendant. The ACD Reporting
System provides monitoring and performance reports, call information reporting, history, and agent log-in. The KX-NCV200 is
an all-inclusive call management system that will help you improve customer service and reduce telecommunications costs.
The Voice Processing System for your Growing Business
Voice Processing Systems offer much more than voice
mail and automated attendant service. You also get ver-
satile features and options, such as bilingual service and
custom service that let you custom design your system to
meet your specic needs. Digitally integrating a Panasonic
Voice Processing System with one of the Panasonic Digital
Hybrid IP-PBX Systems will provide additional advanced
features that are only available when connected to a
Panasonic KX-TDA System. The results the perfect
Voice Processing System for your growing business.
Email Integration
& Voice Mail with
Auto Attendant
By adding a KX-TVA series voice processing system, your
calls can be easily managed by using the built-in automated
attendant service, voice mail with email integration and more.
And with the high level of integration between the KX-TVA and
the KX-TDA Hybrid IP PBX Systems, you can enjoy features
like voice mail LCD menus that allow you to access and man-
age your voice mailbox using the LCD display. With all these
choices, its easy to custom design a system thats right for you.
Voice Mail Service
The KX-NCV200 supports 1024 individual, password pro-
tected mailboxes that can hold a programmable number of
messages each. Each mailbox owner may record a general
message for after-hours use, and a busy greeting that lets
the caller know if youre on the phone or away from your desk.
After receiving messages, the system can notify you in several
different ways.
Enhanced Message Notication
Each mailbox user can be notied of new messages
in several different ways:
The message lamp on your extension will light.
Your pager will alert you to call your mailbox.
Your pager will display the telephone/intercom
number of the caller.
The system will call a predetermined telephone
number to reach you.
Automated Attendant Service
The auto-attendant answers incoming calls and routes the
caller to the appropriate extensions or departments. Individual
extensions can be set up with options for call screening, call
blocking, or intercom paging.
Interview Service
Allows you to set up a mailbox that will deliver and record
responses up to ten questions. Use this customer-friendly
service to take orders, conduct surveys, collect suggestions,
or to record requests for appointments.
Other Key Features
Call Screening
Live Call Screening
2
Two-Way Record
2
Two-Way Transfer
2
Callback Number Entry
Caller ID Callback
1
Caller ID
1
Name Announcement
Caller ID
1
Personal Greeting
Caller ID
1
/ DID Call Routing
Dial By Name
Covering Extension
Holiday Service
Intercom Paging
2
Fax Detection
Timed Reminder Setting
Windows-Based Administration
Product Structure
ACD Report Client (Software)
Makes reports of incoming call information for ICD
(Incoming Call Distribution) groups.
Prints out or sends e-mail reports.
Displays the history of incoming call information.
Provides a function to monitor the number of incoming calls
and the number of answered calls for ICD groups, Queues
and Agents by ACD (Automatic Call Distribution) monitor.
Displays graphs using the Performance Graphs function.
ACD Report Server (Hardware and Software)
Stores the incoming call information data that is displayed
by the ACD Report Client.
Transfers the data to the ACD Report Client.
Performance Graphs
The number of incoming/outgoing
calls and accumulated call data that
are monitored by the ACD Report
Client can be viewed in graph form.
The user can also customize the
format, and select the data for
producing graphs. These per-
formance graphs are capable
of changing to reect changes
in the ongoing status.
Efcient Message Management
Offers useful voice mail features, such as e-mail notication
when a caller leaves a message, the capability to attach
voice messages to e-mail messages and easier operation
using the LCD on Proprietary Telephones. Panasonic delivers
new levels of communication ease and efciency that can
help any business be more productive.
Advanced Agent Management
Designed to bring advanced call center functions to users
of Panasonic PBX systems, the KX-NCV200 provides use-
ful functions such as monitoring and performance reports.
Oftentimes, the difference between gaining or losing a new
customer can hinge on a single telephone call. The Panasonic
call center solution makes sure that every telephone call works
in your favor.
ACD (Automatic Call Distribution)
Monitoring & Reporting Functions
A clear knowledge of actual operating performance is vital
to optimizing call center management. The Panasonic ACD
Report Server lets supervisors monitor parameters, such as
the number of active calls, agent status, queue status and
agent/group performance. It also provides a reporting func-
tion for the detailed analysis needed to improve call center
performance.
Agent Log-In
Each agent is provided a unique code and a password. An
agent uses this code and password when he or she logs in
to the system. This feature allows supervisors to monitor the
agents individually and create reports for each agent instead
of each extension.
ACD Report Server to Optimize Management
The NCV200 ACD report server brings advanced
call center functions to your Panasonic PBX System,
providing you with monitoring and performance
reports, call information history, and agent log-in.
Its easy to optimize call center management
with NCV200s readable and comprehensive
performance reports, which can be reproduced in
emails or color graphs. The result increased orga-
nizational exibility and reduced operational costs.
System Connection Diagram System Requirements for ACD Report Client
CSD060201SS
Panasonic Consumer Electronics Company
Division of Matsushita Electric Corporation of America
Executive Ofces: One Panasonic Way, Secaucus, NJ 07094
(201) 348-7000 www.panasonic.com
Panasonic Customer Service
9 am - 9 pm (EST) Monday Friday
10 am 7 pm (EST) Saturday & Sunday
1-800-211-Panasonic consumerproducts@panasonic.com
Design and specications subject to change without notice.
ACD REPORT SERVER
ACD Monitor
Performance Graphs
Reports
CO Call
Lost Calls
System
Group
Agent
Agent (operator code)
Logs
Call
Agent
Agent Log-in
Voice Processing System Maximum Capacities and Specications
KX-TVA296 Modem Card 1
KX-TVA204 4-Port Digital Expansion Card 6
Initial Conguration and Expansion Capabilities
No. of Ports
Initial Conguration 4
Maximum 24
Recording Time
Initial Conguration
1000 hours
Maximum
Specications
Custom Services Up to 100
Number of Messages Limited by Storage Time
Length of Personal Greeting Message Up to 360s (programmable)
Message Retention Time 1 to 30 days (programmable)
Maximum Message Length 1 to 60 minutes (programmable)
Maximum Combined Length of Message per Mailbox 1 to 600 minutes (programmable)
Number of Mailboxes 1022 Subscriber + 2 Manager
Power Source
100 V AC to 240 V AC, 1.5A, 50
Hz/60 Hz
DC Input 40 V, 1.38 A (55.2 W)
Dimensions (W x H x D) 10 7/8" (W) x 14 7/8" (H) x 4 5/8" (D)
Weight 9.7 lbs
PBX Hardware
Applicable PBX
KX-TDA 100/200 (V2.02)
KX-TDA600 (V2.03)
Connection LAN (CTI Link Card is required for LAN)
Voice Processing Features
System Features Subscribers Features
Alternate Extension Group Interview Service Auto Receipt Conrmation Receive Message
Auto Forwarding List All Names Automatic Log-In Message Recovery
Automated Attendant Logical Extension (All Calls Transfer to Mailbox) Autoplay New Message Remote Call Forwarding Set
Broadcasting Messages Message Delivery, Internal Bookmark Subscriber Tutorial
Busy Coverage Mode Message Reception Mode Call Transfer Status Temporary Personal Greeting
Call Transfer to Outside Line Message Waiting NoticationDevice Callback Number Entry Timed Reminder Setting
Caller ID Call Routing Message Waiting NoticationLamp Caller ID Callback Toll Saver
Caller ID Screening Multilingual Service Calling a Beeper (Pager) Two-way Record
Caller Name Announcement (Personal) No Answer Coverage Mode Delete Message Conrmation
Two-way Transfer
(Integration Only)
Caller Name Announcement (System) On Hold Announcement Menu External Message Delivery Service Unlimited Message Length
Class of Service (COS) Operator Service Group Distribution List Personal Urgent Message
Company Greeting PIN Call Routing Group Distribution List System VM Menu
Company Name Play System Prompt After Personal Greeting Incomplete Call Handling Service
Covering Extension Port Service Live Call Screening System Setting Features
Custom Service Rotary Telephone Service Auto Conguration (APT/DPT Integration Only)
Daylight Saving Time Assignment Service Access Commands Mailbox Capacity Warning Custom Service Builder
Dial by Name Service Groups Message Transfer Default Mailbox Template
DID Call Routing System Clock One-touch Two-way Transfer Password Administration
E-mail Integration System Prompts Personal Custom Service Recording by System Administrator
Extension Group Time Service (day, night, lunch, and break) Personal Greeting for Caller ID Service Mode
Fax Management Trunk Service (Universal Port) Personal Greetings System Backup/Restore
Hold Voice Mail Service Playback Volume/Speed Control System Reports
Holiday Service Private Message System Security
Intercom Paging Time Synchronization (DPT Integration Only)
1 Requires subscription to Caller ID service offered by certain telephone companies for a fee.
2 This brochure describes features that are available when a Panasonic KX-TVA voice processing system is digitally integrated with a Panasonic Digital Hybrid IP-PBX system.
Some features may be available only when the systems are digitally integrated and digital telephones are utilized. See your dealer for details.