Toshiba DK Systems ACD User Guide
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)
© Copyright 1999
Toshiba America Information Systems, Inc.
T ele com mun ica tion Syste ms Divis ion
All rights reserved. No part of thi s ma nual, covered by the
copyrights hereon, ma y be reproduced in any form or by any
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.
Contents
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
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].
([WUDEROG 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
Related Documents/ M edi a
Related Documents/Media
Refer to the appropriate user guide for information on your telephone's non-ACD
features. The following user guides are available for Strata DK telephones:
♦ Strata DK424 Call Center Solutions General Description provides a system
overview, including hardware and feature information. Highlights the technology
employed in operating the ACD Strata DK424 system.
♦ ACD Agent Guide describes the ACD agent feature operation along with step-
by-step procedures for using features.
♦ Digital Telephone User Guide provides all the procedures necessary to operate
Toshiba-proprietary digital telephones, including Liquid Crystal Display (LCD)
features. It also includes instructions for using the add-on module/DSS console.
♦ Digital Telephone Quick Reference Guide provides a quick reference for
frequently-used digital telephone features.
♦ Electronic Telephone User Guide explains all the procedures necessary to
operate Toshiba-proprietary electronic telephones, including all LCD features.
Does not apply to the Strata DK14 system. It also includes instructions for using
the electronic DSS console.
Introduction
♦ Electronic Telephone Quick Reference Guide provides a quick reference for
frequently-used electronic telephone features. Does not apply to the Strata DK14
system.
♦ Standard Telephone User Guide explains a ll the proc edures neces sary to oper ate
rotary dial and push-button standard telephones.
♦ Strata DK Library CD-ROM enables you to view, print, navigate and search
publications for Strata DK14, DK40 and DK424 digital business telephone
systems. It also include s Strata DK424 ACD Document ation, includi ng the Strata
DK424 Call Center Solutions General Description, ACD Agent Guide and ACD
Supervisors Guide. ACD Installation and Programming instructions are included
in the Strata DK Installation and Maintenance Manual and Programming
Manual.
Strata DK ACD Supervisor 3/99
v
Introduction
Related Documents
vi Strata DK ACD Supervisor 3/99
The Grand Tour 1
Companies that recei ve a large volume of incoming calls can hand le th em quic kly and
easily with the Automatic Call Distribution (ACD) features available on Toshiba’s
Strata DK system. Designated incoming calls bypass the attendant and go directly to
an answering pool of ACD Agents. From there, calls are evenly distributed to
individual Agents.
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,
5HVHW4XHXH$ODUP which signals you when too many calls are waiting in queue
and
0RQLWRU$&'&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
$JHQW6WDWXV and/or 4XHXH6WDWXV 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
Log In/Out
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, &RQI7UQ, 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
&QI7UQ
(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
Loading...