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Panasonic S-ICX manual

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Table of contents for the manual

  • Page 1

    Section 521 Built-In ACD Supervisor Guide T echnical Manual Pan asonic Integrated Commun ication eXchange S-ICX V ersion 5.0 (International) (ACD V ersion 4.0) Issued October 2000[...]

  • Page 2

    The contents of this manual are subject to change without notice and do not constitute a commitment on the part of Matsushita Communication Industrial Co. Ltd (MCI). Every effort has been made to ensure the accuracy of this document. However , d ue to ongoing product improvements and revisions, MCI cannot guarantee the accuracy of printed material [...]

  • Page 3

    S-ICX - 5. 0-520 (A CD 4.0) S-ICX (I nt ernat ion al) issue d Octob er 200 0 iii Contents General System Information .............................................................. 1 Configuration ................................................................................................................ 1 Specifications ........................[...]

  • Page 4

    S-ICX - 5. 0-520 (A CD 4.0) S-ICX (I nt ernat ion al) issue d Octob er 200 0 iv MIS Report Operation ............................................................................................ 35 User Information Recording ...................................................................................... 45 Agent Features .....................[...]

  • Page 5

    Section 521 Built- In ACD S upervi sor Guide S-ICX - 5.0-521 ( ACD 4.0) S-ICX (I nt ernat ion al) issue d Octob er 2000 1 General System Information Configuratio n The Built-In ACD System is a simple ACD system that is installed in the S-ICX System. The built-In ACD system is composed of the two circuit cards; the ACD card and the VPU/4 card. The s[...]

  • Page 6

    Built- I n ACD Superv is o r Guide Section 521 2 S-I CX (In ternatio nal) i ssu ed Oc tober 2000 S-ICX -5.0- 521 (ACD 4 .0) Spec ifica tion s The following shows the major specifications of the Panasonic Built-In ACD system (maximum): T able 1: Maximums per ACD System Item ACD V ersion 3.0 Agent Group 3 Agent IDs/system 64 Number of Agents/ system [...]

  • Page 7

    Section 521 Built- In ACD S upervi sor Guide S-ICX - 5.0-521 ( ACD 4.0) S-ICX (I nt ernat ion al) issue d Octob er 2000 3 Basic Servic e Flow The following chart shows the basic flow of ACD services. Commands can be used to set any call distribution operation in the ACD Call Handling Program. At initial start-up of ACD, programming is performed aut[...]

  • Page 8

    Built- I n ACD Superv is o r Guide Section 521 4 S-I CX (In ternatio nal) i ssu ed Oc tober 2000 S-ICX -5.0- 521 (ACD 4 .0) ACD Ca ll Handl in g Progra m Commands can be used to set any call distribution operation for each of the ACD Call Handling Program numbers (4101 to 4104). For details on the content of default sample programs, see “Built-In[...]

  • Page 9

    Section 521 Built- In ACD S upervi sor Guide S-ICX - 5.0-521 ( ACD 4.0) S-ICX (I nt ernat ion al) issue d Octob er 2000 5 5. The List Mode screen is displayed. This screen displays the current setup status. The program lines currently displayed at 1st LCD are the target of processing. The NEXT or HOLD keys move to the next line. The PREV or FL/R ke[...]

  • Page 10

    Built- I n ACD Superv is o r Guide Section 521 6 S-I CX (In ternatio nal) i ssu ed Oc tober 2000 S-ICX -5.0- 521 (ACD 4 .0) Progra m mi ng by Com m an ds After you have determined the desired process by the FF key , you can customize any program using the six available commands. The following table shows a list of commands that are used: T able 2: [...]

  • Page 11

    Section 521 Built- In ACD S upervi sor Guide S-ICX - 5.0-521 ( ACD 4.0) S-ICX (I nt ernat ion al) issue d Octob er 2000 7 For details on settings see, “Basic Service Flow” . Operati on The following describes the operation in each of the processes. EDIT (FF1) This command resets the current setting of displayed program lines. Edit is repeated f[...]

  • Page 12

    Built- I n ACD Superv is o r Guide Section 521 8 S-I CX (In ternatio nal) i ssu ed Oc tober 2000 S-ICX -5.0- 521 (ACD 4 .0) 3. Set parameter 2, and press the HOLD key . Example: Press keys 0 , 1 and 5 to set the Search T imer to 15. Example: 4. Set parameter 3, and press the HOLD key . Example: Enter three digits to set the No Ans T imer . The prog[...]

  • Page 13

    Section 521 Built- In ACD S upervi sor Guide S-ICX - 5.0-521 ( ACD 4.0) S-ICX (I nt ernat ion al) issue d Octob er 2000 9 INSERT (FF2) This command inserts a new line in the current setting of displayed program lines. Insertion can be repeated up to 19 lines. The following screen display shows an example of insertion and setting of the SEARCH comma[...]

  • Page 14

    Built- I n ACD Superv is o r Guide Section 521 10 S-ICX (I nt ernat ion al) issue d Octob er 200 0 S-ICX- 5.0-521 (ACD 4. 0) 5. Repeat steps 1 to 4 to set insertion of other program lines, and end programming at the END/DISC line. Note: • If you press soft key 10 and select List at any of the above steps, the List Mode screen is redisplayed. • [...]

  • Page 15

    Section 521 Built- In ACD S upervi sor Guide S-ICX - 5.0-521 ( ACD 4.0) S-ICX (I nt ernat ion al) issue d Octob er 2000 1 1 ALL DELETE (FF6) This command deletes all settings currently set to all lines in the currently displayed program. 1. Press key 0 , and the HOLD key . 2. All of the program that was displayed is deleted, and only the default EN[...]

  • Page 16

    Built- I n ACD Superv is o r Guide Section 521 12 S-ICX (I nt ernat ion al) issue d Octob er 200 0 S-ICX- 5.0-521 (ACD 4. 0) T ra nsfer De sti nation V oice Nu mb er Outline Sets the voice mail extension line number and access code corresponding to the transfer destination voice mail number (1 to 4). Operati on 1. From [SUPER VISOR MENU] screen, pr[...]

  • Page 17

    Section 521 Built- In ACD S upervi sor Guide S-ICX - 5.0-521 ( ACD 4.0) S-ICX (I nt ernat ion al) issue d Octob er 2000 13 Supervisor Features Supervisor features are roughly divided into three groups: 1) Supervisor customization: Set for requested features of ACD. 2) Supervisor monitoring: Monitors ACD system status on a large LCD telephone. 3) MI[...]

  • Page 18

    Built- I n ACD Superv is o r Guide Section 521 14 S-ICX (I nt ernat ion al) issue d Octob er 200 0 S-ICX- 5.0-521 (ACD 4. 0) Comm on Sup er v iso r Custom is ati on Operation s 1) PROG KEY : Returns to Supervisor T op Menu. 2) MEMOR Y KEY : Goes to the upper layer . 3) HOLD KEY : V alidates data or goes to the next setting. 4) FL/R KEY : Returns to[...]

  • Page 19

    Section 521 Built- In ACD S upervi sor Guide S-ICX - 5.0-521 ( ACD 4.0) S-ICX (I nt ernat ion al) issue d Octob er 2000 15 Direct Inc om in g Ca ll Sett ing Outline Exchange lines and AC15/E&M T ie lines with direct incoming ACD calls to be processed the same are grouped together as a block. Each block is assigned one of four ACD Call Handling [...]

  • Page 20

    Built- I n ACD Superv is o r Guide Section 521 16 S-ICX (I nt ernat ion al) issue d Octob er 200 0 S-ICX- 5.0-521 (ACD 4. 0) 4. Enter the first Exchange line or AC15/E&M T ie line number using the 10-key pad. (The figure on left shows setting of block No. 03.) 5. Press HOLD key to store first line number . 6. Enter the last Exchange line or AC1[...]

  • Page 21

    Section 521 Built- In ACD S upervi sor Guide S-ICX - 5.0-521 ( ACD 4.0) S-ICX (I nt ernat ion al) issue d Octob er 2000 17 T ransfer ri ng Inc o m in g Ca ll Set ting Outline Exchange lines and AC15/E&M T ie lines with transferred incoming ACD calls to be processed the same are grouped together as a block. Each block is assigned one of four ACD[...]

  • Page 22

    Built- I n ACD Superv is o r Guide Section 521 18 S-ICX (I nt ernat ion al) issue d Octob er 200 0 S-ICX- 5.0-521 (ACD 4. 0) 4. Enter the first Exchange line or AC15/E&M T ie line number using the 10-key pad. (The figure on left shows setting of block No. 03.) 5. Press HOLD key to store first line number . 6. Enter the last Exchange line or AC1[...]

  • Page 23

    Section 521 Built- In ACD S upervi sor Guide S-ICX - 5.0-521 ( ACD 4.0) S-ICX (I nt ernat ion al) issue d Octob er 2000 19 DID Call Settin g Outline A total of 20 DID incoming ACD calls (with a maximum of 10 digits) are processed individually . Each DID ID is assigned one of four ACD Call Handling Programs. Set the ACD Call Handling Program number [...]

  • Page 24

    Built- I n ACD Superv is o r Guide Section 521 20 S-ICX (I nt ernat ion al) issue d Octob er 200 0 S-ICX- 5.0-521 (ACD 4. 0) 5. Enter the DID ID using the 10-key pad. 6. Press HOLD key to store DID ID number . 7. Enter the ACD Call Handling Program number . 8. T o return to [CUSTOMIZE MENU] screen, press the soft key 5 or 10 . 2303: DID ID 10 DIGI [...]

  • Page 25

    Section 521 Built- In ACD S upervi sor Guide S-ICX - 5.0-521 ( ACD 4.0) S-ICX (I nt ernat ion al) issue d Octob er 2000 21 Ext. Group Call Settin g Outline Incoming ACD ports to be processed the same are grouped together as a block. Each block is assigned one of four ACD Call Handling Programs. Set the ACD Call Handling Program number to each block[...]

  • Page 26

    Built- I n ACD Superv is o r Guide Section 521 22 S-ICX (I nt ernat ion al) issue d Octob er 200 0 S-ICX- 5.0-521 (ACD 4. 0) 6. Enter the last incoming ACD port using the 10-key pad. 7. Press HOLD key to store last line number . 8. Enter the ACD Call Handling Program number . 9. T o return to [CUSTOMIZE MENU] screen, press the soft key 5 or 10 . 24[...]

  • Page 27

    Section 521 Built- In ACD S upervi sor Guide S-ICX - 5.0-521 ( ACD 4.0) S-ICX (I nt ernat ion al) issue d Octob er 2000 23 Changi n g Superviso r IDs and Us er Informati on Recordi ng ID Outline This procedure changes supervisor IDs and user information recording ID. Setting Program Address 3101 to 3106: Change the ID of Supervisor 1 to 6. The ID m[...]

  • Page 28

    Built- I n ACD Superv is o r Guide Section 521 24 S-ICX (I nt ernat ion al) issue d Octob er 200 0 S-ICX- 5.0-521 (ACD 4. 0) 2. Make sure to record the IDs because they c annot be confirmed without entering [SUPER VISOR MENU]. Ask your dealer if you forget. Setting Agent IDs Outline This procedure sets agent ID numbers and their groups. Setting Pro[...]

  • Page 29

    Section 521 Built- In ACD S upervi sor Guide S-ICX - 5.0-521 ( ACD 4.0) S-ICX (I nt ernat ion al) issue d Octob er 2000 25 4. Enter 4-digit ID number using the 10-key pad. (The figure on left shows setting of Agent No.01.) T o clear ID press CONF key . 5. Press HOLD key to store ID number . 6. Enter the agent group number (1, 2 or 3) using the 10- [...]

  • Page 30

    Built- I n ACD Superv is o r Guide Section 521 26 S-ICX (I nt ernat ion al) issue d Octob er 200 0 S-ICX- 5.0-521 (ACD 4. 0) Confirm in g Ag en t IDs Outline This procedure displays the ID numbers of agents which belong to each group. Operati on 1. From [AGENT ID] screen, press the soft key 3 or 8 to select [CONFIRMA TION]. 2. The screen for select[...]

  • Page 31

    Section 521 Built- In ACD S upervi sor Guide S-ICX - 5.0-521 ( ACD 4.0) S-ICX (I nt ernat ion al) issue d Octob er 2000 27 Operati on 1. From [CUST OMIZE MENU] screen, press the soft key 4 or 9 select [GROUP SETTING]. 2. From [GROUP SETTING] screen, use soft keys to se lect the agent group to be set. Agent group 1: soft key 1 or 6 Agent group 2: so[...]

  • Page 32

    Built- I n ACD Superv is o r Guide Section 521 28 S-ICX (I nt ernat ion al) issue d Octob er 200 0 S-ICX- 5.0-521 (ACD 4. 0) Program Addr ess 4201-4204: T ransferring V oice Mail access number Sets the voice mail extension line number and access code corresponding to the transfer destination voice mail number (1 to 4). Supervisor Monito ri ng The A[...]

  • Page 33

    Section 521 Built- In ACD S upervi sor Guide S-ICX - 5.0-521 ( ACD 4.0) S-ICX (I nt ernat ion al) issue d Octob er 2000 29 T raffic Information Operati on 1. From [SYSTEM INFO] screen, pr ess the soft key 1 or 6 to select [TRAFFIC INFO.]. 2. The following screen appears. 3. Press the Memory key to return to the [SYSTEM INFO.] screen. Press the PROG[...]

  • Page 34

    Built- I n ACD Superv is o r Guide Section 521 30 S-ICX (I nt ernat ion al) issue d Octob er 200 0 S-ICX- 5.0-521 (ACD 4. 0) W aiting Call s Operati on 1. From [SYSTEM INFO] screen, pr ess the soft key 2 or 7 to select [W AITING CALL]. 2. The following screen appears. 3. Press the NEXT key to scroll down/PREV key to scroll up the screen. 4. Press t[...]

  • Page 35

    Section 521 Built- In ACD S upervi sor Guide S-ICX - 5.0-521 ( ACD 4.0) S-ICX (I nt ernat ion al) issue d Octob er 2000 31 2. The following screen appears. 3. Press the NEXT key for additional information. 4. Press the NEXT key to scroll down, PREV key to scroll up. 5. Press the Memory KEY to return to the [SYSTEM INFO] screen. Press the PROG key t[...]

  • Page 36

    Built- I n ACD Superv is o r Guide Section 521 32 S-ICX (I nt ernat ion al) issue d Octob er 200 0 S-ICX- 5.0-521 (ACD 4. 0) B. Second and the subsequent screens ID column: Agent IDs. EXT column: Extension numbers used by agents. ST A TUS column: Current agent status. Meaning of the display is as follows: A vail: The agent is in the A V AILABLE sta[...]

  • Page 37

    Section 521 Built- In ACD S upervi sor Guide S-ICX - 5.0-521 ( ACD 4.0) S-ICX (I nt ernat ion al) issue d Octob er 2000 33 8. If a non-Agent picks up an ACD call, MIS report will not be accurate. Therefore, the Manufacturer recommends not to assign ACD lines to FF keys. 9. The MIS report includes Abandoned incoming calls. • Exchange disconnects c[...]

  • Page 38

    Built- I n ACD Superv is o r Guide Section 521 34 S-ICX (I nt ernat ion al) issue d Octob er 200 0 S-ICX- 5.0-521 (ACD 4. 0) The following shows available report. O : A vailable to report X : Unavailable to report The following shows the tabulation unit of WORK UNIT COUNT . T otal count per code is shown in the following tabulation unit: T able 3: [...]

  • Page 39

    Section 521 Built- In ACD S upervi sor Guide S-ICX - 5.0-521 ( ACD 4.0) S-ICX (I nt ernat ion al) issue d Octob er 2000 35 MIS Repor t Opera tion • Common Ope ratio n of MIS Re port MIS reports can be output by operations from the Supervisor . The following shows the MIS report output operation from [SUPER VISOR MENU]: Operati on 1. From [SUPER V[...]

  • Page 40

    Built- I n ACD Superv is o r Guide Section 521 36 S-ICX (I nt ernat ion al) issue d Octob er 200 0 S-ICX- 5.0-521 (ACD 4. 0) Figure 4. ACD Supervisor Mode Menu Flow Chart MAIN SUPER VISOR MENU SYST EM INFORMA TION MIS RE POR T AG ENT RE POR T PERSONAL WEEKL Y DAIL Y HOURL Y (INPUT ST AR T DA TE AND LAST DA TE) ALL AGENT (Agent ID code input) TRAFFI[...]

  • Page 41

    Section 521 Built- In ACD S upervi sor Guide S-ICX - 5.0-521 ( ACD 4.0) S-ICX (I nt ernat ion al) issue d Octob er 2000 37 ACD CUSTOMISE LINE RE GIST . SYSTEM ID AGENT ID WORK UNIT COUNT GROUP 2 GROUP 1 M N DAIL Y WEEKL Y DAIL Y WEEKL Y GROUP 3 DAIL Y WEEKL Y OTHERS MIS DA T A CLE AR ST A TU S/CANCEL GROUP SET TING CALL HAND LING DIRECT INCOME TRAN[...]

  • Page 42

    Built- I n ACD Superv is o r Guide Section 521 38 S-ICX (I nt ernat ion al) issue d Octob er 200 0 S-ICX- 5.0-521 (ACD 4. 0) • Output of MIS Report Data The following explains the procedure for outputting each function. The procedures below are operations from [MIS REPOR T MENU] screen. Agen t Rep ort A. Hourly tabulation of each agent 1. From [M[...]

  • Page 43

    Section 521 Built- In ACD S upervi sor Guide S-ICX - 5.0-521 ( ACD 4.0) S-ICX (I nt ernat ion al) issue d Octob er 2000 39 First date input + HOLD key + Last date input + HOLD key . 6. Once the input data is validated, the data output starts. The following screen appears while the output is in progress. T o abort output, see the section [MIS data o[...]

  • Page 44

    Built- I n ACD Superv is o r Guide Section 521 40 S-ICX (I nt ernat ion al) issue d Octob er 200 0 S-ICX- 5.0-521 (ACD 4. 0) B. Weekly tabulation of each agent Steps 1 to 3 are the same as those for item A. 4. The following screen appears. Press the soft ke y 3 or 8 to select [WEEKL Y]. 5. Once the input data is validated, the data output starts. T[...]

  • Page 45

    Section 521 Built- In ACD S upervi sor Guide S-ICX - 5.0-521 ( ACD 4.0) S-ICX (I nt ernat ion al) issue d Octob er 2000 41 Group R eport F . Hourly tabulation of group report G. Daily tabulation of group report H. Weekly tabulation of group report 1. From [MIS REPOR T] screen, press the soft key 2 or 7 to select [GROUP REPOR T]. 2. The following sc[...]

  • Page 46

    Section 521 Built- In ACD S upervi sor Guide S-ICX - 5.0-521 ( ACD 4.0) S-ICX (I nt ernat ion al) issue d Octob er 2000 42 System R eport I. Hourly tabulatio n of system report J. Daily tabulation of system report K.Weekly tabulation of system report 1. From [MIS REPOR T] screen, press the soft key 3 or 8 to select [SYSTEM REPOR T]. 2. The followin[...]

  • Page 47

    Section 521 Built- In ACD S upervi sor Guide S-ICX - 5.0-521 ( ACD 4.0) S-ICX (I nt ernat ion al) issue d Octob er 2000 43 3. The following screen appears. Press the soft ke y 2 or 7 to select [DAIL Y]. 4. From the following screen, press the soft key 1 , 2 , 3 or 6 , 7 , 8 to select [THIS WEEK], [LAST WEEK], [ALL]. When [THIS WEEK] is selected, da[...]

  • Page 48

    Built- I n ACD Superv is o r Guide Section 521 44 S-ICX (I nt ernat ion al) issue d Octob er 200 0 S-ICX- 5.0-521 (ACD 4. 0) Other Fea tures (D ata Cl ear a nd Output Cancel) N. MIS data clear * This feature clears all MIS data. 1. From [MIS REPOR T] screen, press the soft key 5 or 10 to select [OTHERS]. 2. The following screen appears. Press the s[...]

  • Page 49

    Section 521 Built- In ACD S upervi sor Guide S-ICX - 5.0-521 ( ACD 4.0) S-ICX (I nt ernat ion al) issue d Octob er 2000 45 O. MIS data output confirmation/cancel * This feature confirms/cancels MIS data output. 1. Step 1 is the same as that for item O. 2. The following screen appears. Press the soft ke y 1 or 6 to select [ST A TUS/CANCEL]. 3. The f[...]

  • Page 50

    Built- I n ACD Superv is o r Guide Section 521 46 S-ICX (I nt ernat ion al) issue d Octob er 200 0 S-ICX- 5.0-521 (ACD 4. 0) In version 3.0, up to 6 kinds of information messages can be registered per ACD system. Individual messages can be of varying lengths, with an inclusive total of 96 seconds recording time available. After recording your infor[...]

  • Page 51

    Section 521 Built- In ACD S upervi sor Guide S-ICX - 5.0-521 ( ACD 4.0) S-ICX (I nt ernat ion al) issue d Octob er 2000 47 Figure 5. The me ssage has been recorded Call the extensi on number of the voice output port. ACD answer s “Incorrect password. Please hang up”. Password input Information number input Service code input Start re cording in[...]

  • Page 52

    Built- I n ACD Superv is o r Guide Section 521 48 S-ICX (I nt ernat ion al) issue d Octob er 200 0 S-ICX- 5.0-521 (ACD 4. 0) Agent Features Log-in / Log-out Log-in proc ed ure 1. Press the LOGIN key then, press the AGENT ID CODE. 2. The LED lights in green to notify completion of log-in. 3. Press ON/OFF key after the completion of log-in. Noti ce 1[...]

  • Page 53

    Section 521 Built- In ACD S upervi sor Guide S-ICX - 5.0-521 ( ACD 4.0) S-ICX (I nt ernat ion al) issue d Octob er 2000 49 A vailable/Unavailable Pressing the UNA V AILABLE key from an idle terminal which is logged in places the extension in the Unavailable status temporarily . This UNA V AILABLE excludes the telephone from candidates of ACD incomi[...]

  • Page 54

    Built- I n ACD Superv is o r Guide Section 521 50 S-ICX (I nt ernat ion al) issue d Octob er 200 0 S-ICX- 5.0-521 (ACD 4. 0) 2. When the call is placed on hold, the LED remains on. I t goes off if another telephone retrieves the call placed on hold. If the same telephone retrieves the call placed on hold the LED remains on, and goes off when the ca[...]

  • Page 55

    Section 521 Built- In ACD S upervi sor Guide S-ICX - 5.0-521 ( ACD 4.0) S-ICX (I nt ernat ion al) issue d Octob er 2000 51 Zip T o ne Zip mode automatically answers calls when an agent is using the Headset mode. W ith the Zip mode enabled, the agent hears a brief alert tone via the headset before the system automatically answers the incoming call. [...]

  • Page 56

    Built- I n ACD Superv is o r Guide Section 521 52 S-ICX (I nt ernat ion al) issue d Octob er 200 0 S-ICX- 5.0-521 (ACD 4. 0) 3. Press REDIAL key . 4. Select to feature code to assign. 5. Press HOLD key to store. 6. Press ON/OFF key to end. Noti ce 1. If an FF key selected in setting two is not vacant (Pre-assigned), the previous setting will be era[...]

  • Page 57

    Built- In ACD Superv is or Guide Index S-ICX - 5. 0-521 (A CD 4. 0) S - IC X (Intern ation al) is sued Oc to ber 2000 Index - 1 FF1 System FF2 T runks FF3 Extensions FF4 FF-/Soft Keys FF5 Groups FF6 TRS/A RS 0 System Confi gur ation FF7 Applic ations FF8 Maintenance Intro duc tion Appe ndix A Appe ndix B FF1 System FF2 T runks FF3 Extensions FF4 FF[...]

  • Page 58

    Index Built- In ACD Superv is or G uide Inde x-2 S-ICX (Inte rnat ional ) issued Octo ber 2 000 S-ICX-5 .0-52 1 (A CD 4. 0) FF1 System FF2 T runks FF3 Extensions FF4 FF-/Soft Keys FF5 Groups FF6 TRS/A RS 0 System Confi gur ation FF7 Applic ations FF8 Maintenance Intro duc tion Appe ndix A Appe ndix B FF1 System FF2 T runks FF3 Extensions FF4 FF-/So[...]

  • Page 59

    Built- In ACD Superv is or Guide Index S-ICX - 5. 0-521 (A CD 4. 0) S - IC X (Intern ation al) is sued Oc to ber 2000 Index - 3 FF1 System FF2 T runks FF3 Extensions FF4 FF-/Soft Keys FF5 Groups FF6 TRS/A RS 0 System Confi gur ation FF7 Applic ations FF8 Maintenance Intro duc tion Appe ndix A Appe ndix B FF1 System FF2 T runks FF3 Extensions FF4 FF[...]