Panasonic Unified Communications Resellers SIP Phone Technical Tip: Call Center Unified Communications-2014-SB-4 August 1, 2014, v1.2 (Supported firmware, v1.141) Panasonic SIP Telephony division produces a series of technical tips to assist in key functional, configuration, and other areas of the UTG Series SIP phones. These technical tips are intended to provide helpful content to resellers, service providers and IP professionals while implementing the Panasonic UTG Series SIP Phones. Call Center Descriptions ACD: Automatically Call Distribution: A service that call center automatically directs incoming calls to available agents. All agents must sign in the call center before the feature works. Agent states: Log out log out the call center, and the call will not be directed to this agent. Sign in (unavailable) - Agent is signed-in but unavailable to take calls. Calls will not be directed to the agent. Sign in (available) - Agent is available to take calls. Calls will be directed to the agent. Sign out - Agent is not using the ACD feature. Calls will not be directed to the agent. Call Center Status: Supply Call Center status information to the agent for the Call Centers the user has joined. The agent can decide if deal with incoming call from queue immediately. Call Info: The agent can display the call information including Call Center name, wait time, the number of calls in queue, and longest wait time. Trace: If the incoming call is vicious, boring or menace, agent can invoke a customer originated trace during the call or after call termination. Emergency Escalate: Immediately escalate a call to a supervisor for emergency situation. The supervisor is immediately conferenced into the call.
Disposition Code: Obtain a Call Center call disposition code entered by the user via the phone during the call or during wrap-up. Dependency: BroadSoft BroadWorks Only. The BroadWorks server must also enable the call center service and assign the service on the agent s profile, for more detail information, please consult the system administrator. Configurations (1) Provision Settings: ACD_ENABLE_n Value Format Boolean Description Specifies whether to enable the ACD feature. Value Range Y (Enable the ACD) N (Disable the ACD) Default Value N ACD_CCSTATUS_ENABLE_n Value Format Boolean Description Specifies whether to enable the call center status feature. Value Range Y (Enable the Call Center Status) N (Disable the Call Center Status) Default Value N SIP_PRSNC_ADDR_n (Optional) Value Format Description Value Range Default Value String Specifies the server address to send the feature key synchronization packet Max. 127 characters Empty string
SIP_PRSNC_PORT_n (Optional) Value Format Description Value Range 1~65535 Default Value 5060 Provision Example String Specifies the server port to send the feature key synchronization packet Set the following parameters for specific line to enable the call center features: ( use line 1 for example) (2) Web Settings: Note: Feature Key Synchronization enable is necessary for Call Center features. (Optional) Select VoIP Select the Line Presence Server Address & Presence Server Port (If Presence Server Address and Presence Server Port are not set, the packet would be sent to the proxy server)
(3) UI Settings: None UI Operations Icons of Call Center states: Icon Description Log out state (agent log out the call center) Agent signed in (not ready to handle the incoming call Available state (incoming call will direct to this agent Unavailable state (agent is not available)
State Transition: (1) Sign-out State:
(2) Signed-in State: (3) Available State:
(4) Unavailable State: Call Center Status: Setting Basic Call Features Call Center Status (Status may have: empty, normal, or threshold exceeded)
Call Info: Press Call Info soft key to display the call information. Escalate: Press Escalate soft key to conference the supervisor. (1) Supervisor is NOT specified( use BW server web setting): (2) Supervisor is specified: enter the supervisor number
Trace: Press Trace soft key to notify server to trace this call. Disposition Code: Press DispCode soft key and enter the code to notify server. Trademarks Broadsoft, BroadWorks are registered trademarks of Broadsoft, Inc. Any use of such marks by Panasonic System Communications Company of North America is under license. All other trademarks identified herein are the property of their respective companies.