Toshiba DK Systems ACD User Guide

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Telecommunication Systems Division

Digital Business Telephone Systems

ACD Supervisor Guide

March 1999

Publication Information

Toshiba America Information Systems, Inc., Telecommunication Systems Division, reserves the righ t, wit hout prior notice, to revise this information publication for any reason, including, but not limited to, utilizati on of new advances in the state of technical arts or to simply change the design of this document.

Further, Toshiba America Information Systems, Inc., Telecommunication Systems Division, also reserves the right, without prior notice, to make such changes in equipment design or components as engineering or manufacturing me thods may warrant.

DKA-UG-ACDSP-VB Version A, April 1998 Version B, March 1999 (Format Change)

means—graphic, electronic, or mechanical, including recording, taping, photocopying, or information retrieval systems—without express written permission of t he publisher of this material.

Strata is a registered trade mark of Toshiba Corporation. Trademarks, registered trademarks, and service marks are the

property of their respective owners.

Introduction

Organization ................................................................................................................iii

Conventions ................................................................................................................iv

Related Documents ......................................................................................................v

Chapter 1 – The Grand Tour

ACD Group Supervisor ................................................................................................1

Buttons ......................................................................................................................... 3

Fixed Buttons ............................................................................................................3

Flexible Buttons ........................................................................................................4

Directory Number [DN] Buttons ..............................................................................5

Soft Keys ......................................................................................................................5

Chapter 2 – Features

Feature Interaction .......................................................................................................8

Agent Telephone Status ......................................................... ......... ......... ....................9

Agent Assistance ........................................................................................................10

Logging In/Out ...........................................................................................................11

Supervisor Log In/Out ............................................................................................11

Agent Log In/Out .................................................................................. ......... .........12

Agent/Queue Status ................................................................................................13

Strata DK ACD Supervisor 3/99 i

Contents

Chapter 2 - Features

Call Monitoring ..........................................................................................................16

End of ACD Shift .......................................................................................................18

New Shift ................................................................................................................18

Night Transfer ............................................................................................................19

Night Transfer Lock ................................................................................................20

Reset Queue Alarm ....................................................................................................21

Supervisor Auto Log In ..............................................................................................22

Transfer to ACD Group ..............................................................................................22

Appendix

Access Codes ..............................................................................................................23

Index................................................................................................................................25

ii Strata DK ACD Supervisor 3/99

Introduction

This guide is designed to provide instructions for the ACD Supervisor regarding the

use of Automatic Call Distributi on (ACD) on Tos hiba’s S trat a DK system. It provi des step-by-step inst ruc ti ons on how to use the ACD Supe rvi so r f eat ur es. This guide does not provide instructions for the ACD Agent features. See the Strata DK ACD Agent Guide for information about those telephone procedures.

Organization

This user guide is divided as follows:

♦ Chapter 1 – Grand Tour describes each available ACD Supervisor feature

button.

♦ Chapter 2 – Features provides a description and step-by-step operational

procedure for each individual ACD Supervisor feature.

♦ Appendix – Access Codes provides instructions for programming a sequence of

steps or access codes to the feature buttons.

Strata DK ACD Supervisor 3/99 iii

Introduction

Conventions

➤ The left column

gives you the single or numbered steps you need to perform a procedure. These step s apply to both mouse or keyboard use.

Note Elaborates specific items or references other information. Important! Calls attention to important instructions or information.

Letters in [brackets] represent buttons which have Directory Numbers on them. For example:

[PDN] represents a Primary Directory Number (also known as an Extension

Number for your telephone.

[SDN] represents a Secondary appearance of a [PDN]. A [PDN] which

appears on another telephone is considered an [SDN].

[PhDN] represents a Phantom Directory Number button (an additional

Directory Number).

The right column gives the immediate response to your action. This column also includes additional notes and comments.

[DN] represents a Directory Number button (also known as an Extension or

Intercom Number). Whenever [DN] is used in this guide, it means the user can use any [PDN], [SDN], or [PhDN].

([WUDEROG represents buttons on a telephone.

~ means “through” + is used for multiple key entries.

➤ denotes the step in a one-step procedure.

iv Strata DK ACD Supervisor 3/99

ACD Group Supervisor

As an ACD Group Supervisor, Toshiba re commend s that you use a 20- but to n Toshiba proprietary digit al te lep hone wit h a Liqu id Crys ta l Di spl ay (LCD) (see Figure 1). The LCD provides important information about the ACD Group or an individual Agent’s activities.

The buttons on your Supervisor Telephone can be programmed to perform different tasks for you. For example, programmed for one-touch acc ess using Speed Dial ( buttons, the Agent and/or Queue Status is displayed on the LCD.

Other features are assigned to the flexible buttons on your telephone; for example,

5HVHW4XHXH$ODUP which signals you when too many calls are waiting in queue

and

0RQLWRU$&'&DOO which monitors Agents conversations on ACD calls.

A list of flexible ACD feature buttons is on Page 4. The button names are recommended by Toshiba. If your ACD feature button names are different, see your telephone System Administrator for their definitions.

Strata DK ACD Supervisor 3/99 1

$JHQW6WDWXV and/or 4XHXH6WDWXV can be

6') buttons. When you use these

The Grand Tour

ACD Group Supervisor

If your telephone does not have the ACD Supervisor feature buttons shown in the right-hand column of the telephone keystrip in Figure 1, you can enter an acc ess code sequence to perform the same function (see Table 4 on 24).

Important! A Supervisor Telephone cannot be a standard tone or rotary-type

telephone.

Mode Page Scroll

Speed Dial

Night Transfer

NT Lock

ACD Call Pickup

Work Unit

Unavailable

End After Call Work

ACD Help

ACD Call (PhDN)

Do Not Disturb

End of ACD Shift

Monitor ACD Call

Reset Queue Alarm

Queue Status

Agent Status

Transfer to ACD Grp

Supvr Auto Log in

[PDN] 207-2

[PDN] 207-1

Liquid Crystal Display (LCD) Shows ACD Information

In this example, Agent buttons are shown in white. Supervisor buttons are shaded.

The Agent/Queue Status button sequence is stored on Speed Dial buttons for One-touch Access.

[PDN] = Primary Directory Number button (usually on the Extension Number of your telephone).

There can be up to four [PDNs] on a telephone.

0139

Figure 1 ACD Supervisor Digital LCD Telephone

2 Strata DK ACD Supervisor 3/99

The Grand Tour

Buttons

There are two sets of buttons: fixed and flexible. The fixed buttons (e.g., 0LF, 0VJ,

5HGLDO, +ROG, &RQI7UQ, 9RO▲

series telephone (see Figure 1). The flexible buttons consist of Directory Number and ACD feature buttons. The number of pre-programmed flexible buttons varies by telephone.

Fixed Buttons

The fixed buttons are located on your dial pad and enable you to perform standard functions quickly and easily. These buttons are explained in Table 1.

Table 1 Fixed Button Definitions

Button Definition

&QI7UQ

(Conference/ Transfer)

+ROG Holds internal or outside calls. The Line LED flashes green at the internal

0LF

(Microphone)

0VJ

(Message)

5HGLDO

6SNU

(Speaker)

▲

9RO

9RO▼

Sets up conference and transfer calls.

hold rate. Toggles the microphone ON/OFF while the telephone is in use. The LED

indicates the status of the microphone. Calls back the station or voice mail device that activated the LED.

Dials the number that you orig inally called (use the same [D N] or Lin e that you used to dial the original number).

T o ggles the s peaker ON/O FF. The LED indicates the sta tus of the spe aker .

Adjusts volume levels.

, and

9RO▼

) are standard to every Strata DK 2000-

Buttons

Strata DK ACD Supervisor 3/99 3

The Grand Tour

Buttons

Flexible Buttons

The buttons desc ri bed i n Table 2 are specific to the ACD Supervi sor’ s te lephon e (also see examples in Figure 1).

Table 2 Flexible Button Definitions

Button Definition

$&'&DOO 3LFNXS

$JHQW6WDWXV Displays the status of Agents in a particular ACD Group. Use 6FUROO to

(QGRI$&' 6KLIW

0RQLWRU$&' &DOO

1LJKW7UDQVIHU 17/RFN

4XHXH6WDWXV Displays how many calls are waiting in the queue for a particular ACD

5HVHW4XHXH $ODUP

6XSYU$XWR /RJ,Q

7UDQVIHUWR $&'*URXS

Picks up ACD calls ringing at any Agent’s telephone in the same group. The calls are no longer registered as an ACD call.

step through the status of agents in the group.* Activates the after-shift service of an ACD Group and directs all new

incoming ACD calls to a pre-assigned destination. Monitors (listens to) an ACD call.

Routes incoming calls to/from an ACD group during different times of the day. These buttons are not always needed by ACD Supervisors.

Group and how long each call has been waiting.* Resets the queue alarm and its timer.

Enables you to automatically log into the ACD Group as a Supervisor.*

Transfers CO line calls (non-ACD or ACD) into an ACD Group.

* Must be programm e d us in g 6' buttons for one-touch access. (See Appendix for instructions.)

Note Toshiba recommends that Supervisor telephones have at least two [PDN]

buttons to answer Agent Assistance calls when monitoring ACD calls, Agent/ Queue Status.

4 Strata DK ACD Supervisor 3/99

Directory Number [DN] Buttons

The [DN] buttons consist of: [PDNs], [SDNs], and [PhDNs]. They make or answer calls and are known as your extension or intercom number. You can have multiple [DN] buttons on your telephone (Figure 1), including [DNs] belonging to another telephone, [SDNs].

If you have an LCD telephone, you can find out the actual Directory Number of a [DN] button by pressing the [DN] you want to display and dialing

Table 3 Directory Button Definitions

Button Definition

[PDN] Primary Directory Number

[SDN] Secondary Directory Number

[PhDN] Phantom Directory Number

. The number (210) displays.

Your specific extension or intercom number used to make or receive calls. Your telephone can have up to four [PDN] buttons with your number. You can set Call Forward and Voice Mail ID code for your [PDN].

This number is a [PDN] of another telephone which appears on your telephone. You cannot set Call Forward and Voice Mail ID code for [SDNs] on your telephone.

Up to eight [PhDNs] can be dedicated to a station or shared by a group of stations. One example of a [PhDN ] use is when the [Ph DN] is a common phone number for an entire department, ringing on all of the telephones of the group when it is called.

Y ou can on ly set Call F orward and V o ice Mail ID code for [PhDNs] that are owned by your telephone.

You can have a separate 0VJ button and mailbox for up to four [PhDNs] on your telephone.

The Grand Tour

Soft Keys

DN = 210

Soft Keys

If you have a S trata 2000-series LCD tele phon e, the Soft Key features ar e de act ivated during the time that you are logged in as an ACD Supervisor. Only ACD displays are functional during ACD telepho ne ses sions . When yo u log out o f the ACD Group , Soft Key features become available again. Refer to the Strata DK Digital Telephone User Guide for more information on Soft Keys.

Strata DK ACD Supervisor 3/99 5

The Grand Tour

Soft Keys

6 Strata DK ACD Supervisor 3/99

Features 2

This chapter lists the features available on the ACD Supervisor telephone in alphabetical order beginning on Page 13. These features can be performed on 10- or 20-button digital a nd electroni c telephones. Mu sic and announc ement devices can also be connected for use with your ACD system.

It is highly recommended that you have a telephone equipped with an LCD, because the LCD displays important information about the ACD system and group.

The ACD Supervisor telephone features are:

♦ Agent/Queue Status ♦ Call Monitoring ♦ End of ACD Shift ♦ Night Transfer ♦ NT Lock ♦ Reset Queue Alarm ♦ Supervisor Auto Log In ♦ Transfer to ACD Group

The ACD Agent features assignable to the ACD Supervisor’s telephone are outlined in detail in the Strata DK ACD Agent Guide.

Strata DK ACD Supervisor 3/99 7

Features

Feature Interaction

Strata DK provides the ACD features from system-resident software. Some station features are changed when a station is activated as an ACD Agent or Supervisor. Standard station capabilities are determined by your station class of service. You can still use the standard station buttons:

The features listed below are affected when your station is logged in as Supervisor:

♦ Call Forwarding – Your primary a nd non -ACD [ P hDNs] can s et Ca ll Forwarding.

The Agent assistance calls do not forward, but do ring at your station [PDN]. All other types of calls forward from your [PDN] normally.

♦ Message and Display – Soft Key labels and LCD messages unrelated to ACD do

not display at your station. All other types of messages do display.

♦ Station Do Not Disturb – The Station DND feature can be activated when your

station is an ACD Supervisor station. DND applies to all calls directed to the [PDN]. Agent telephones must have the DND Override feature to request assistance if your telephone is in the DND mode.

♦ Executive Override – If an Agent is talking on an ACD or PBX call, executive

override of ACD/PBX calls is not allowed , but the Super visor can cal l the Agent’s [PDN] or an idle [PhDN].

&QI7UQ, +ROG, 5HGLDO, 0LF, 0VJ, and 6SNU.

♦ Agent Assistance – If you are busy, but one [PDN] is idle, your Agent can still

ring you for assistance. Up to four [PDNs] are available on a Supervisor station.

As a Supervisor you may want to receive ACD calls to assist agents during peak call load periods. To do this your Supervisor telephone must have an assigned

$&'&DOO

button before it can function as an Agent telephone.

8 Strata DK ACD Supervisor 3/99

Agent Telephone Status

ACD Agents can make and receive different types of calls depending upon the status of their ACD telephone. The current status is displayed on your LCD when you use your Agent Status feature.

♦ Available – If your Agent is logged in as an ACD agent, ACD or PBX calls and

non-ACD or PBX calls to other [DNs] can be made and received.

♦ Unavailable – Your Agent is unavailable to take ACD calls when 8QDYDLODEOH

has been activated, or when the Agent does not respond to two successive ACD calls.

♦ After Call – The After Call Work Time feature is automatically activated

(assigned in system programming) after each ACD call to allow the Agent to do paperwork. The Agent can receive non-ACD or PBX calls, but not ACD calls during After Call Work Time.

♦ Talk – If your Agent is on an ACD call or has one on hold, they can still make or

receive non-ACD calls on other [DNs] or make/receive PBX calls.

♦ Log Out – If your Agent is logged out of the ACD Group, they can still receive

and make non-ACD calls, but not ACD or PBX calls.

&2/LQH buttons. The Agent cannot

Features

♦ PBX Call – When your Agent is talking on a PBX call or has one on hold, they

can still make or rece ive non- ACD calls on other [ DNs] o r

&2/LQH buttons. The

Agent cannot receive ACD calls.

For more information, see “Agent/Queue Status” on Page 13.

Strata DK ACD Supervisor 3/99 9

Features

Agent Assistance

An Agent in your ACD Group can call you for assistance by pressing the $&'+HOS

button on their station. ACD Help rings the Supervisor’s [PDN] and takes priority over other ACD calls/functions and, in some cases, the Agent can override your Do Not Disturb (DND) setting (if assigned in programming). The ACD Help feature enables you to talk to the:

♦ Agent with the ACD call on hold. ♦ ACD caller with the Agent dropping out of the call by hanging up.

You can also participate in a three-way conversation with the Agent and the ACD caller when the Agent presses

For this feature to work, your telephone must be logged in with the Supervisor ID code of the same Group as the Agent requesting help.

➤

To assist an agent

➤

Press the flashing [PDN].

&QI7UQ after you answer the ACD Help call.

The [PDN] LED is on. Your LCD displays the

QUE# 000 SUP GP01

HELP! AGT XXXX

message on the right.

XXXX = ID number of the

Agent requesting help. On the Agent’s telephone,

the ACD call is

QUE# 014 SUP GP01

JUN 16 WED 02:27

automatically placed on consultation-hold.

Notes



● Your telephone can be equipped with up to four [PDN] buttons to

accommodate ACD Help calls while busy on another call.

● If your telephone is in the DND mode when an Agent presses $&'+HOS, the

Agent receives DND busy tone. If the Agent’s telephone has been programmed to allow DND Override ( sy ste m opt ion ), t he Agent can dial

 to

override your DND. Call Monitor cancels after answering an ACD Help call.

10 Strata DK ACD Supervisor 3/99

● If one of your telephone’s [PDNs] is busy on another call or in the monitor

mode, the Help call automatically busy-overrides an idle [PDN] and a mute ring sounds on your telephone.

● If the Agent drops out of a three-way assistance call leaving the ACD caller

and Supervisor connected, the call is no longer tracked on ACD MIS reports.

Logging In/Out

You can log in and out as an ACD Supervisor or Agent by entering ID codes at your station. Your telephone can only be logged in as an Agent or Sup erv is or, but not both. If you log in as an Agent, your station is available for incoming ACD calls. You must log in as an ACD Supervisor to access to your Supervisor features.

Supervisor Log In/Out

Features

Logging In/Out

1. Press /RJ,Q2XW ...or [PDN] + .

2. Enter your Supervis or ID code and press

6SNU

...or hang up if you used [PDN] +

.

The Log In/Out LED flashes red, and the LCD

ENTER ID CODE

NO. 203

prompts you for your ID code.

The Log In/Out LED lights steady red, or you hear a one-second burst of dial tone if you used the [PDN] +

 log in method.

Note A fast busy tone means that your log in was

unsuccessful, and the LCD displays

ERROR

. Repeat Step 1.

The successful log is displayed on your LCD

QUE#YYY SUP GPXX JUN 16 WED 02:27

(shown on the right).

YYY = Number of calls in the queue XX = Number of the ACD Group (01~16)

Strata DK ACD Supervisor 3/99 11

Features

Logging In/Out

You can program an 6' button as y our 6XSYU $ XWR/ RJ,Q for one-t ouch di alin g of the sequence outl ined above see “Supervisor Auto Log In ” on Page 22. The

should be labeled as

➤

To cancel Supervisor log in

➤

To log out (Supervisor)

To begin your log out, the Log In/Out LED must be steady red. All Supervisor fe at ure buttons ( However, i f Agents are stil l logged in and you did not end the sh ift befor e logging out, the ACD calls are sti ll sen t to t he ACD Group. It is not ne cessa ry fo r a tel ephone t o b e logged in as Supervisor to allow ACD calls to be sent to Agent telephones.

6' button

6XSYU$XWR/RJ,Q.

Press

/RJ,Q2XWat any time.

0RQLWRU$JHQW, 4XHXH6WDWXV, etc.) are deactivated after you log out.

➤

Press the

/RJ,Q2XW

...or [PDN] + , then hang up.

The Log In/Out LED turns off.

Note

/RJ,Q2XW

only works during an idle or nonACD status. If your st ation is i n any other status, the system ignores your Log In/Out request.

Agent Log In/Out

When logged in as a Super visor, ACD calls do not ring on y our telep hone; but y ou can pick up an ACD call ringi ng at an Ag ent 's st at ion. If a Supervision t el eph one picks up an ACD call ringing an Agent telephone, the call is no longer tracked on ACD MIS reports. You can log into the system as an Agent. If you log in as an Agent, the telephone cannot operate as a Supervisor station.

Your telephone must have an

1. Press

$&'&DOO, then

/RJ,Q2XW

$&'&DOO +

…or

.

$&'&DOO button to act as an Agent.

The ACD Call LED is steady green, the Log In/ Out LED flashes red, and the LCD prompts you to enter an ID code.

ENTER ID CODE

NO. 203

12 Strata DK ACD Supervisor 3/99

Features

Logging In/Out

2. Enter your four-digit Agent ID code.

A one-second burst of dial tone confirms

QUE# YYY AGT GPXX JUN 16 WED 02:27

successful log in. The Log In/Out LED

turns steady red, and the LCD displays the information as shown on the right.

Note If the Agent ID code is invalid, the telephone sends a busy tone, the Log In/

Out LED stops flashing and turns off, and the LCD displays

Try to log in again.

➤

To cancel Agent log in

➤

Press the

➤

To log out (Agent)

➤

Press

...or [PDN] + and hang up.

/RJ,Q2XWat any time.

/RJ,Q2XW The Log In/Out LED turns off.



Note Log In/Out only works during an idle or

non-ACD status. If your station is in any other status, the system ignores your Log In/Out request.

When you log out as an Agent, the ACD features are deactivated on the telephone; however, the regular features still continue to work. After you have logged out, the

$&'&DOO button can be used to make and receive non-ACD calls only, and they are

not registered as ACD or PBX calls.

Agent/Queue Status

Agent Status allows you to monitor the status (Available, Unavailable, etc.) of each Agent logged into your ACD Group. The Queue Status feature enables you to view the number of calls and the amount of time each has been waiting in the queue for a specific ACD Group. You have to be lo gged in as a Supervi sor t o use th is fe ature . You can also view the status of other ACD Groups.

Strata DK ACD Supervisor 3/99 13

Features

Logging In/Out

You can conveniently program an 6' button to provide one-touch access for monitoring Agents or the Queu e (also see “Access Codes” on Page 23).

➤

To monitor Agent Status

1. Press

…or [PDN] + +

;;.

2. Press

$JHQW6WDWXV The number of agents

logged in is displayed.

YYY = Number of Agents

logged in



XX = ACD Group Number (01~16 for large systems and 01~08 for small systems)

6FUROO. The agent’s status is

displayed.

XXXX = Agent ID Number WWWW = Agent telephone [PDN]

Z~Z = Agent Status, which can be:

♦ AVAIL (Available to receive ACD calls) ♦ UNAVAIL (Unavailable to receive ACD calls) ♦ AFTER CALL (After Call) ♦ TALK (Talking or holding on ACD Call) ♦ LOG OUT (Logged Out) ♦ PBX CALL (Talking or holding on a PBX Call)

NUMBER OF AGENTS

LOGGED IN : YYY

ID XXXX/NO. WWWW

STAT : ZZZZZZZZZZZZZ

Notes

♦ If the Agent’s status changes, the LCD changes to

reflect the n ew status.

♦ If an Agent is talking on a non -ACD call, the stat us

is displayed as

AVAIL (Available) and ACD calls

are forwar ded from the queue to the Agent.

14 Strata DK ACD Supervisor 3/99

➤

To view the status of another ACD group

Features

Logging In/Out

➤

Press [PDN] +

➤

To monitor Queue Status

1. Press

4XHXH

6WDWXV

…or [PDN] + +

;;.

2. Press

6FUROO. The first (oldest) cal l in

 + ;; (ACD Group number).

The number of calls waiting in the queue displays.

XXX = Number of calls

waiting in the queue



XX = ACD Group number (01~16 for large systems and 01~08 for small systems)

the queue is displayed. The time is updated eve ry 5 seconds.

HH = Hours MM = Minutes SS = Seconds

Each time

6FUROO is

pressed, the next oldest call in the queue is shown.

NUMBER OF CALLS

IN QUE: XXX

LINE XXX QUEUE

TIME HH:MM:SS

LINE XXX QUEUE

TIME HH:MM:SS

3. Press

6FUROO. A call in the queue is

answered by an Agent

LINE EXIT QUEUE

PRESS SCROLL

and is displayed on your LCD.

...or, if an ACD call disconnects while

The CANCEL status is displayed.

LINE XXX CANCEL

TIME 00:00:15

currently on your LCD, press

Strata DK ACD Supervisor 3/99 15

6FUROO

Features

Call Monitoring

➤

To end monitoring

➤

To program the SD button for one-touch Agent Status

➤

To program the SD button for one-touch Queue Status

...or, if an ACD call overflows while displayed on your LCD, press

Press

➤

Do not lift the ha ndset and press

6' + ;; + 5HGLDO.

6FUROO.

6SNU.

5HGLDO +

OVERFLOW status is

The displayed.

6' button is now programmed to monitor Agent

The Status and should be labeled as

LINE XXX OVERFLOW

TIME 00:00:15

$JHQW6WDWXV.

XX = ACD Group Number (01~16 for large systems and 01~08 for small systems)

➤

Do not lift the ha ndset and press

6' + ;; + 5HGLDO.

5HGLDO +

6' button is now programmed to monitor Queue

The Status and should be labeled as

4XHXH6WDWXV.

XX = ACD Group Number (01~16 for large systems and 01~08 for small systems).

Call Monitoring

This feature enables you, as the Supervisor, to monitor conversations between an ACD Agent and caller. A one-way, listen-only path is established for the Supervisor only. The monitoring feature does not apply to Agent PBX or non-ACD calls.

A periodic tone and LCD message can be added to the Agent’s telephone to indicate that you are monitoring the call. These options are provided by system programming.

Important! This feature is only intended for ACD Supervisors, so the Supervisor

16 Strata DK ACD Supervisor 3/99

➤

To monitor an ACD call

➤

Press

0RQLWRU$&'

&DOO

+ ;;;;

Dial tone is heard and a [PDN] LED lights.

Features

Call Monitoring

QUE# 000 SUP GP01

ENTER AGT ID

...or [PDN] + +

;;;;.



XXXX = Agent ID code

You hear a short tone every 15 seconds.

The duration of the call

HH:MM:SS) replaces the

(

AGT XXXX display 15 or

QUE# 000 SUP GP01 MONITOR AGT XXXX

QUE# 000 SUP GP01

MONITOR HH:MM:SS

60 seconds into the call. If the Agent logs out

while being monitored,

QUE# 000 SUP GP01

AGT LOG OUT

your telephone receives a busy tone and the message on the right displays on the LCD.

Notes

● If the Agent is not on an ACD call, the one-way, listen-only path is silent.

● 0RQLWRU$&'&DOO only works when your telephone and a [PDN] are idle.

● This feature is limited by the availability of conference channels. If there are

no conference channels available, an reorder tone is heard.

You can continue monitoring the Agent’s ACD calls until you cancel the monitoring or the Agent logs out of the group.

➤ To cancel ACD call monitoring

➤ Press

6SNU

…or hang up.

Strata DK ACD Supervisor 3/99 17

Features

End of ACD Shift

Call monitoring is also canceled if you make or answer a telephone call, or the Agent you are monitoring presses

End of ACD Shift

You can use (QGRI$&'6KLIW to activate an after-shift destination of an ACD Group. The after-shift destination is assigned in system programming. You must be logged in as a Supervisor to activate or cancel this feature. The after-shift destination can be another ACD Group, Auto Attendant, Message Device, or Voice Mail.

If there are calls waiting in the queue, the last Agent of the group is not allowed to log out, but new calls are forwarded to the after-shift destination. The LED flashes to indicate that Agents are logged in.

➤

Press

(QGRI$&'

6KLIW

...or [PDN] + .

New Shift

$&'+HOS.

The End of ACD Shift LED turns on.

If your ACD Group is in the after-shift mode and no Agents are logged in, any Agent that logs into the group starts a new shift. If all of your Agents did not log out, your End of ACD Shift LED flashes until Agents log off. When the End of ACD Shift LED turns off, ACD calls are directed to the Agents.

Important! All Agents must be logged out of the previous shift before the new shift

can start.

(QGRI$&'6KLIW is pressed or all of the

18 Strata DK ACD Supervisor 3/99

Night Transfer

Incoming calls to your group can be routed to different destinations, based on either two- or three-call routi ng (ringing) pat terns which are set in sys tem programming. The Night Transfer LED indicates the active routing pattern:

Three-Pattern Tw o-Pattern

DAY OFF OFF

DAY 2 FLASH N/A

NIGHT ON ON

Features

Night Transfer

Up to four Night Transfer (

7UDQVIHUa

) buttons can be assigned and controlled independently. Check with

1LJKW7UDQVIHU) and Tenant Night Transfer (1LJKW

the System Administrator for any additional information.

➤

To e nable/disable Night Transfer

➤

1LJKW

Press

7UDQVIHU

to toggle

The Night T ransf er LED is ON if y ou are progr ammed

for a two-ring pattern. Night Transfer ON/OFF (two-ring pattern)

...or, if your sy stem is programmed for three-ring patterns, the LED will flash instead. Press

7UDQVIHU

1LJKW

, again

You are in Day2 Mode. The LED indicators for

three-ring pattern s are: Night Mode ( LED is ON); Day

Mode (LED is OFF; and Day2 Mode (LED is

flashing).

The Night Transfer LED is ON.

(three-ring pattern), to activate Night Mode.

Strata DK ACD Supervisor 3/99 19

Features

Night Transfer

Night Transfer Lock

The 17/RFN button enables your tel ephone t o lock the system in to the “Da y, Day 2,

or Night” modes. This feature is assigned to your telephone in system programming, however, the ACD Group Supervisor can lock the ring modes. You must use a password.

➤

To assign or change NT Lock password

1. Press a [DN] +

; with the

handset on-hook.

The LCD prompts you to enter a four-digit pass code.

X = Tenant 1~Tenant 4

CO line groups

2. Enter a four-digit

password.

As you enter the password, the digits display on the LCD.

3. Press

5HGLDO. You hear confirmation

tone.

4. Hang up. The password is assigned.

➤

To lock Night Transfer

1. Press

17/RFN. The NT Lock LED

flashes. The LCD prompts you to enter yo ur password.

ENTER PASS CODE

NO.200

XXXX

NO.200

DATA PROGRAMMED

NO.200

JAN 15 WED 02:00

NO.200

ENTER PASSWORD

2. Enter your password

and press

17/RFN

YYYY = Password digits

YYYY

NO.200

again.

20 Strata DK ACD Supervisor 3/99

Features

Reset Queue Alarm

If the correct password is

entered, the NT Lock

JAN 15 WED 02:00

NT LOCK

LED remains steady red

and

NT LOCK displays.

If an incorrect password

is entered, the NT Lock

LED turns OFF.

Reset Queue Alarm

During queue operation, the number of unanswered ACD calls waiting in the queue, and the amount of time the calls have been waiting is constantly monitored by the system. An alarm is generated when calls waiting in the queue exceed preset conditions. Your system installer can specify the following types of alarm in system programming:

♦ Single alarm (immediate without a timer) – an interrupted beep tone alerts you

when the number of calls in queue is greater than a preset threshold.

♦ Two-layer alarm – a beep tone alerts you when the number of calls in queue

exceeds the:

✩ Queue alarm timer -1 and is greater than a preset threshold (inte r rupted

beep tone).

✩ Queue alarm timer -2 and is greater than a preset threshold which is

greater than the alarm 1 threshold (continuous beep tone).

The Reset Qu eue Alarm LED flashes.

➤

To rese t the Queue A larm

Press

5HVHW4XHXH

$ODUP

The audible alarm stops, and the alarm-guard timer

starts. The LED flashes until the alarm is reset.

Note If the alarm-guard timer is disabled in system

programming,

5HVHW4XHXH$ODUP

functions only as an ind ica tor a nd do es not rese t the Queue Alarm.

Strata DK ACD Supervisor 3/99 21

Features

Supervisor Auto Log In

If the alarm condition still exists when the alarm-guard timer expires, a second alarm is generated to alert you. The Queue Alarm must be reset again.

Supervisor Auto Log In

This feature enables y ou to log i n automat ical ly when you use a one- touch 6' bu tton.

6XSYU$XWR/RJ,Q does not replace /RJ,Q2XW on your telephone.

➤

To program your SD button for one-touch log in

➤

Press

5HGLDO + 6' + [PDN] +  + ;;;; + 5HGLDO (XXXX =

Supervisor ID code).

Transfer to ACD Group

This feature enables you to transfer CO line calls (non-ACD or ACD) to an ACD Group using your one-touch

➤

To program your SD button for one-touch Transfer to ACD Group

6' button.

➤

5HGLDO+ 6' + &QI7UQ + ;; + 5HGLDO (XX = ACD Group

Press number 01~16 for large systems and 01~08 for small systems).

22 Strata DK ACD Supervisor 3/99

Appendix

This appendix provide s a li st of feat ures and the corr espondi ng acce ss code s equence s.

Access Codes

If your telephone does not have the ACD Supervisor fea tur e buttons shown in the le fthand column, you can ente r the ac cess c ode seque nce shown in the r ight- han d column to perform the same function.

Strata DK ACD Supervisor 3/99 23

Features

Access Codes

Table 4 Supervisor Access Codes

Features Access Code Sequence

ACD Call Pickup [PDN] + Agent Status (Speed Dial Button) [PDN] + &738;;

#&7369

End of ACD Shift [PDN] + &736< Log In/Out (Agent) $&'#&DOO Log In/Out (Supervisor) [PDN] + Monitor ACD Call [PDN] + Queue Status (Speed Dial Button) [PDN] +

#+ &7364#+#====

&7364#.#;;;;

&7368#.#<<<<

&737;;

Reset Queue Alarm [PDN] +#&7367 Supvr Auto Log In (Speed Dial Button) [PDN] + &7364 +#;;;; Transfer to ACD Group (Speed Dial Button) &QI27U Q + &739;;

1. XX = ACD Group Number 01~16 on large systems and 01~08 on s mall systems.

$&'#&DOO

ZZZZ

button is any single appearing [PhDN] that is owned by the telephone.

= Agent ID Code used when logging int o an ACD Group as an Agent.

4. XXXX = Supervisor ID code used only to log in.

5. YYYY = Agent ID.

Strata DK ACD Supervisor 3/99

Index

about this book

conventions, iv organization, iii

related docume nts, v access codes, 23 ACD group supervisor, 1 ACD pickup, 24 after call, 9 agent assistance, 8

ACD help button, 10

Cnf⁄Trn button, 10

DND mode, 10 agent status (speed dial button) , 24 agent telephone status, 9 agent/queue status, 13 alarm-guard timer, 22 available, 9

buttons

Hold, 3

Mic, 3

volume control, 3

call forwarding, 8 Cnf⁄Trn

ACD group code, 24

directory number buttons

[PDN], 5 [PhDN], 5 definitions, 5

do not disturb, 8

end of ACD shift, 4, 24

calls waiting in the queue, 18 last agent of the group, 18 new shift, 18

executive override, 8

feature interaction, 8 features

agent assistance, 10 end of ACD shift, 18 logging in/out, 11

Strata DK ACD Supervisor 3/99 25

Index

H ~ U

night transfer, 19 night transfer lock, 20 reset queue alarm, 21 supervisor a uto log in, 22 transfer to ACD group, 22

fixed buttons

Cnf⁄Trn, 3 Spkr, 3

flexible buttons, 4

end of ACD shift, 4 night transfe r/NT lock, 4 queue status, 4 reset queue alarm, 4 supvr auto log in, 4 transfer to ACD group, 4

Hold, 3

agent, 12, 24 log out status, 9 supervisor, 11, 24

message and display, 8

Mic button, 3

monitor

ACD call, 17, 24 agent status, 14 conference channels, 17 queue status, 15

night transfer

NT lock button, 4, 20 ringing (day, day 2, night), 19

PBX call, 9 phantom [PhDN] buttons, 5

queue status, 4, 24

reset queue alarm, 24

button, 4 single alarm, 21 two-layer alarm, 21

soft keys, 5 speed dial

agent status, 16

queue status, 16 Spkr button, 3 supervisor a uto log in, 22

button, 4, 24

talk, 9 transfer to ACD group button, 4, 24

unavailable, 9

26 Strata DK ACD Supervisor 3/99

Toshiba DK Systems ACD User Guide

Specifications and Main Features

Frequently Asked Questions

User Manual

Publication Information

Contents

Introduction

Organization

Conventions

ACD Group Supervisor

Buttons

Fixed Buttons

Flexible Buttons

Directory Number [DN] Buttons

Soft Keys

Feature Interaction

Agent Telephone Status

Agent Assistance

Logging In/Out

Supervisor Log In/Out

Agent Log In/Out

Agent/Queue Status

Call Monitoring

End of ACD Shift

New Shift

Night Transfer

Night Transfer Lock

Reset Queue Alarm

Supervisor Auto Log In

Transfer to ACD Group

Appendix

Access Codes

Index